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:02/10/2025

  Type:Facilities Issues
  Status:

  UnresolvedMore 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.

  I moved in on May 31, 2024. I left my other apartment a month in advance because they said this apartment was ready. They said there'd be a security gate installed. They never installed it and said they changed their mind. I consider that unfair and unsafe to me. I never would have moved here if I knew they were going to do that.

  Customer Answer

  Date: 02/12/2025

  My lease is up in June. For clarification, I do not want to have to pay the last two months of my rent because of the issues I've experienced while living here (May & June). 

  Business Response

  Date: 02/14/2025

  We are in
  receipt of Mr. *******’ recent complaints.   We regret any confusion or regret on the part
  of Mr. ******* and we cannot speak to his reasons for moving to our
  community.  He's lived there for almost a year and plans to move in a month or two.  We would reiterate that we never showed Mr. ******* an
  existing apartment with gate-controlled vehicular access and then convinced him
  to switch to another apartment without a gate.  He received the apartment
  he toured, approved and chose to rent. 
  
  We have
  become aware that a third-party vendor that we employ for advertising purposes
  included the word “gated” on a brochure for our community that they host on
  their website.  That online brochure re-directed to our website, which did
  not include the word “gated”.  The use of the word “gated” by our
  third-party vendor was an inadvertent error on their part that we did not
  catch. It has since been amended.  However, the use of that word on a third-party website was in no
  way intended to deceive any prospective tenant.  Construction on our
  community was complete when Mr. ******* toured it, signed his lease and
  occupied his residence.  It is not reasonable to think that the owners
  would retroactively install a gate after such completion.
  

  Mr. ******* has filed a similar complaint with the ** ********** ** ******** *******.  The complaint was satisfactory responded to and the state closed the case.  His attempts to file complaints with agencies, like the state or the BBB, are an attempt to aggravate and frustrate all parties involved.  It's not a productive path forward.  The owner has made good faith efforts to provide an excellent product for the community and we are sorry if there was any miscommunication.  However, Mr ******* needs to take responsibility for his part of accepting a lease for a unit that he received and has enjoyed for almost a year.  There is nothing in the lease agreement that promises a "gated community". 

  Again, we
  regret that Mr. ******* is not 100% satisfied with our community, but we are
  confident that there is nothing in our operation of it that violates any of our
  State’s consumer protection laws or that should be a finding with the BBB.  I trust this correspondence too is
  satisfactory and closes out this complaint.
  
  Sincerely, 

  ***** ******, CCIM, CPM

  
  

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******* I have proof from the Owner responding on ****** Reviews stating that he was sorry for the delay in the installation of the security gates so that alone is admitting that they had promoted this as going to be gated and I also still have a 2nd paper stating the same thing that I got months later so if it was for promotional why were they The Jewel Summit Pointe still giving it out to potential renters and I'm willing to file suit if they think I'm going to allow them to bully me I'm disabled and I would have never left an apartment that wasn't gated after one year with more amenities and less Rent to come to one that is more expensive to pay more that wouldn't make sense 

  Customer Answer

  Date: 03/26/2025

  No there are no control access anywhere coming or exiting the property it's wide open and anyone can just access the property at will day and night 

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I was currently denied an rental application. I paid $150 for 2 applications for Myself and my Grandmother that was none refundable (Which is understood) and $200 for an Admin Fee. I received the Admin Fee via mail but was in my Grandmother's name, which made it have to be mailed back off. A month had passed now 2months has passed and she has yet to receive the check. I reached out to the The Jewel At Summit Pointe's office and spoke with ****** who informed me that she will email the place whom the check was from and get back with me. Two weeks had passed and I reached out agian and asked ****** could I received the check numbers, so that I can give it to the bank and be sure the check had not been cashed. ****** then stated that she will email the place and get back with me. I then informed ****** that weeks has passed and she said that she'd email the place the previous time before. ****** then said " Ma'am we cannot give you another check ". I replied to ****** letting her know that I did not ask for another check, I was simply asking for the check numbers so that I can gve this information to the bank to track the check down. ****** then hung up the phone.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair 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.

  I live in a brand-new apartment, however there is no air flow in the vent in my master bedroom.
  I have since Nov been trying to have this resolved to no end with management.
  The maintenance dept his failed to fix this problem other than shutting every vent in my apartment to push air through my master bedroom vent. This was a ridiculous attempt at a fix. It has now been 6 months and I still have no air flow.
  I have asked to be released from my lease to find other accommodations as this repair has not been completed. However, they are now stating that I can move apartments and not be released from my lease.
  My issue is why was this option not available when it was the dead of winter?
  I have been forgotten about until I message the manager then the call the repair man who is usless.
  Please help.
  I need help with this company as the renter has almost no re-course in these matters.

  Business Response

  Date: 04/10/2024

  Good afternoon,
  
  We have been in contact with this resident since
  January. The initial thought was that the settings at her thermostat were off
  so those were adjusted. As she continued to experience issues, we had our HVAC
  vendor come out and they informed us they would need to run additional testing
  on the unit. After further testing, they deemed that the unit was operating as
  it should. We believed that the unit should be pushing more air to her bedroom,
  so we contacted a third-party HVAC company who confirmed this. The HVAC vendor
  recommended closing off several vents throughout the apartment to increase the
  airflow in the main bedroom. This was performed and the airflow increased
  tremendously in the bedroom.
  
  We thought this resolved the situation. We contacted the
  resident a month later to let her know we were planning on completing a small
  project in her apartment and she informed us that the fix that was previously
  provided was not what she was hoping. She had reversed the changes back the
  same day. Unfortunately, we were not made aware of this as we would have
  continued working towards resolution.
  
  After this communication, we scheduled an HVAC company
  to come out and run some additional tests on this unit to address her concerns.
  We have also been in contact with the resident and have offered a concession
  off their rent for the next month. We remain committed to ensuring all of our
  residents are comfortable in their homes. We plan to have this situation
  resolved as soon as possible. 

  Customer Answer

  Date: 04/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have been six months with no heat or air in my master bedroom. 
  The maintenance / landlord stated there was an attempted fix. This fix entailed shutting every vent in the apartment except the bedroom as a fix. 
  This is ludicrous and quite laughable. 

  Management has treated me like I am an idiot and I am over their response and lack of action. 
  I am trying to leave this apartment complex as their lack of response and care to the no heat issue has not been addressed.  
  However, I was advised I can’t break my lease (even though this is negligence on their part. ) They offered a month of free rent as a way of addressing the situation. 
  But I just want out . This company is beyond anything I have ever dealt with. 
  
  

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 04/12/2024

  
  We understand the frustration of this resident and have
  addressed the delays in communication up to our corporate office. However, we
  did more than offer one month free. We gave two options: one was to transfer
  the resident to another apartment for the remaining six months of her lease and
  pay for the moving expenses or, two, to let her give the necessary notice to
  leave and deduct the normal cancellation fee and repayment of the free month.
  This is a new construction and, unfortunately, there are usually hiccups as we
  bring units onboard. All we can do is trust the HVAC professionals in their
  advice. The newest vendor is still scheduled to come out and make the necessary
  changes as well.