Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brookridge Apartments, our old apartment complex is trying to hit us with a bunch of extra charges post move out for services they didnt do. On ****** you can find a review from a woman who moved into apt 234 which is our old one. They complained about the cleanliness of the apartment and the issue of fleas which we informed the complex about. They only sent a bug spray 2 times in the year that we lived there. But they continued to charge us for it every month. We also were charged for a renters insurance from the complex when I had a policy through progressive, which I gave them all the proper documentation when we moved in, but I had to send it in 3 more times while living there, then on our last bill that charge for renters insurance was there. They charged us for thumb tack holes, which is understandable but only if they patched them properly instead of just painting over them. Multiple people on ****** reviews are complaining of unclean living conditions, astronomical last minute moving out fees, and poor customer service . I would have gladly talked with a billing agent but they dont have any phone lines for billing only an email line that takes 3-5 business days to get back with the customer. Im not sure how to proceed, I definitely think paying them right now but would be a disservice to myself and others who have the same issues with them.

  Business Response

  Date: 12/30/2024

  In response to consumer's complaint, please find attached the following: 1) copy of the Final Account Statement (FAS) 2) copy of move-out photographs of the carpet damage 3) copy of invoice related to carpet replacement (consumer was charged a prorated fee for carpet replacement) 4) copy of invoice related to drywall repairs. With regards to the renter's insurance, management charged renter's insurance once as consumer's policy on file became expired. The balance due in the amount of $1,055.04 is valid and due the property. Consumer is welcome to submit payment in full via *******************.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22660260
  
  I am rejecting this response because:
  We feel that we should not be held accountable if the tenants that came in after us complained about an issue we brought up with the office 2 times while living there. If fleas are still in the apartment you clearly did not do it and we will not be nickel and dimed due to the companys inability to do things properly. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 01/07/2025

  In response to consumer's rejection, management charges monthly for pest control and tenant is responsible for requesting service. The presence of fleas was not reported by consumer and it was discovered that consumer had unauthorized pet(s) in the unit. The balance as communicated previously is valid and will be due.