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:06/10/2025

  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 am a current tenant at Gateway Park Apartments in *********, **. Over the past three months, I have been dealing with a severe and ongoing pest infestation in my unit. The issue began with gnats and has now escalated into an infestation of what appears to be black soldier fly larvae - wormlike insects with dark segmented bodies. These pests have been found crawling in my kitchen light fixtures, floors, wall outlets, and even emerging from structure gaps near a patio closet. Three months, I have been dealing with a severe and ongoing pest infestation in my unit. I've maintained a clean home, and the problem appears to be structural or stemming from a neighboring unit. Despite multiple pest control visits and repeated communication, management has not resolved the problem.Instead, they offered a transfer to a third-floor unit with new application fees and a new deposit, even though this issue is due to no fault of my own and I currently live on the first floor for accessibility reasons. With only five months remaining on my lease, this offer is neither reasonable nor fair. I have documented the infestation with photos, videos, and communication records showing the lack of timely and effective response. I hope to resolve this through proper channels without needing legal or municipal intervention, but I am prepared to escalate this matter if necessary.

  Business Response

  Date: 06/12/2025

  Hello. Ms. ******** first notified the office about a gnat issue back on 4/17/25. She was promptly added to our regular pest control service schedule on 4/23/25. She later reported spiders and beetles around mid-May, and on 5/14/25, her apartment was included in the next scheduled pest control visit. On both occasions, the unit was treated as requested.

  
  When Ms. ******** informed us that she continued to experience issues on 5/27/25, we scheduled a walkthrough of the apartment with pest control on 5/28/25 to assess the situation more thoroughly. During this visit, the garbage disposal was treated for gnats, and we began exploring possible solutions for what we later discovered as the soldier flies.

  
  Weve maintained ongoing communication with upper management from our pest control company to address her concerns. As part of our efforts, the service manager from the pest control company personally visited the unit  with the office personal on 5/30/25 to evaluate the situation and provide further recommendations. Ms. ******** was notified of our findings that same day.

  
  On 6/4/25, the unit received a treatment, including Pyrethrin injections to the kitchen ceiling and an enzyme solution applied to the drains. Please note that these treatments typically take 14 to 21 days to take full effect. Management also visited the unit on the same day and spoke with Ms. ********* guest, who confirmed that the treatment had been completed as discussed.

  
  On Monday, 6/9/25, Ms. ******** contacted the office again to report continued sightings of soldier flies and requested a transfer. The following day, Tuesday 6/10/25, the office responded by offering an immediate transfer to another unit. In an effort to accommodate her, we waived both the transfer and administrative fees. She was only asked to pay the $55 application fee and the $299 deposit.

  
  Ms. ******** later responded that she did not wish to transfer to a third-floor unit and requested that all associated fees, including the deposit, be waived. As a further courtesy, we agreed to waive the $55 application fee. However, we are unable to waive the $299 deposit, which is required for all new open accounts. At this time, only third-floor one-bedroom units are available, and this information was shared with her.

  
  We remain fully committed to resolving this issue. Upper management from our pest control company has offered to return next week to inspect the progress of the treatment and determine if any further steps are needed. However, we must allow the current treatment to take its full course.

  
  Its important to note that this issue is not due to negligence on management's part. Still, we are doing everything possible to address and resolve it quickly. On 5/29/25, we opened a work order to inspect for standing water or possible leaks; none were found on 5/30/25. Additionally, drywall repairs were made to the shower ceiling on that same day.

  
  The option to transfer or remain in the unit while we continue treatment remains available. This was reiterated to Ms. ******** again on June 11, 2025, with a response deadline of Friday, June 13, at noon, so we can proceed accordingly and continue offering support.

  Best regards,

  ******** ****

  Customer Answer

  Date: 06/16/2025

  Complaint: 23450551
  
  I am rejecting this response because:

  When I contacted the office staff on 4/17, I was told no pest control cannot do anything but I could still be added to the pest control list. When they did come on 4/23 they did NOTHING  at all. Pest control came to the door with no supplies and said they do not treat flying insects and left. No treatment was done at all that day. When I told the office on 4/29 & also let them know I started seeing beetles & spiders, they said they would add me to the pest control list again which would be on 5/7. On 5/5 I asked the staff if pest control would still be coming on 5/7 The response was that they forgot to add me to the pest control list for 5/7 and ensured that I would be added to the list the following week for 5/14. So I had to wait yet another week. Pest control did come on 5/14 and all they did was remove the bugs from the light and nothing else. The next point of communication that happened was a phone call to the office staff on 5/27 to complain about gnat issue and by then we had started seeing the solider fly larvae as well. I was told that I would be added to the pest control list AGAIN for 5/28. I was told it would be so they could treat the drains with an enzyme that can speed up any decaying process. I was told I would notified when they arrived so that I can make sure someone was at home at the time of this walkthrough/treatment. They did not honor that, I was never notified and I spoke with them through my ring camera asking if they could wait for my boyfriend (who was about 20 min away) to get there before proceeding. ******** said no, that they were already there so they just went in ******. Turns out the enzyme treatment was not in fact done that day because ******** informed me she wanted to hold off to speak with the manager at pest control to determine if that would be the best route to take. I was then contacted by ******** on 5/30 and she said that On Wednesday, June 4, 2025, we will treat the drains in the utility room and the garbage disposal with an enzyme solution. Additionally, Pyrethrin will be injected into the subfloor above the kitchen light fixture.  Pest control believes the issue may be soldier flies. Please note that it may take approximately 1421 days for the treatment to take full effect.  Keep me posted on any changes or updates in the situation. They came and did the treatment on 6/4 and treated my bathroom ceiling 6/6. I sent the staff pictures along with another complaint about the solider larvae coming out my light switch in the kitchen as well as them now beginning to appear on my kitchen counter. I asked if it is possible to switch units and they did offer to do that a waive some fees, but switching to a third floor apartment from the first floor is not a fair upgrade and actually would be more of an inconvenience for me, no matter what fees are waived. They also offered to give me $155 for the stress an inconvenience this situation has caused, which to me is an insult. I have been dealing with not being able to cook or eat right because I am constantly swatting off gnats, or they are landing in my food. I have spent plenty nights eating in my car just to be able to eat. When i shower there are gnats in the shower with me, when I am trying to relax in my own home gnats are crawling in me and trying to get into my nose and ears. I spent a plethora of money buying gnat traps, doing some remedies to get rid of them and to be offered $155 is not ok with me. While this issue has persisted I have paid my rent on time STILL with no issues. This month of June is the only month I will be late since this issue started. I need at least half off my rent. The gnats and solider larvae are still present and I am still extremely uncomfortable in a place I am supposed to call home. 
  
  Regards,
  
  ******* ********

  Business Response

  Date: 06/18/2025

  We communicated with the resident on 6/18/25 and approved her request for a half-month rent credit. She was pleased with the approval. Please see the attached text message for reference. ******** ****

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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 have made complaints with this companys corporate on several occasions regarding their assistance manager ****** she has harassed me from the day I requested to move out!! Even when contacting corporate they send me to someone that send me right back to her and how are you expecting me to have a fair resolution when its her and her best friend who is the actual property manager. This woman has made up charges and trying to charge me for heavy cleaning when me and my entire family cleaned the entire home even vacuuming before leaving as well as cleaned the stove and refrigerator. The restroom was also cleaned from top to bottom of like to see pictures and Id like to see the water charges they claim i owe, funny how my water bill was $5 -25 a month but all a sudden they send someone in on 7/31 the day we were moving and they turned my water off while i was showering , I requested they wait until i leave and they didnt they have been harassing me for months now all a sudden all these fake charges!! The blinds were not working upon moving in as well as i never had a screen door like everyone else, also she had my sisters car towed and it was registered and parked along the gate where ****** herself has always advised everyone this was visitors parking outside of the few spots marked. Its really funny all of my visitors has parked there an entire year without being towed until ****** starts harassing me and they didnt help me at all !! They allowed her to do it and she still is and i would like pictures of everything they stated I owe and a print out of the water bill they state i owe. I can pay for the carpet but those other charges Id like pictures

  Business Response

  Date: 08/13/2024

  Dear Turielee ********,

  
  I hope this message finds you well. I wanted to take a moment to address the concerns that have been brought to my attention.

  
  As you may recall, we had a discussion in early **** regarding a lease violation and how it affected you. We agreed to retract the lease violation at that time, as advised in your initial BBB complaint. I also requested that our Property Manager, ********, reach out to you on several occasions to discuss your concerns, though I understand that ****** (Assistant Manager) was not involved in these discussions. As we discussed while you were still residing at the property, a few matters still require your compliance. Please know that you have my contact information and can reach out to me with any concerns. While I may not always be immediately available due to my on-site responsibilities, I encourage all residents to allow the property managers to address any issues.

  
  Regarding the July water bill of $5.64, ******** explained on July 2, 2024, that the City of Arlington issued a flat rate of $5.64 to all units on the property. Additionally, on July 22, 2024, she clarified that Minol, the water company responsible for billing, would be servicing your apartment. I've reviewed her response, and it is accurate. Generating a service request with ***** takes time, and their technicians' availability determines the service date. They are unaware of residents notice to vacate. I also see that the office sent a notice well in advance, giving all residents more than 48 hours to prepare for the service scheduled on July 30, 2024. Ive been informed that the technician spent approximately ***** minutes per unit.

  
  Regarding the charges on your move-out statement, please note that you were provided with a Move-In Inventory upon move-in, allowing 48 hours to inspect the apartment's condition. Unfortunately, your file does not contain this document. If you have a copy, I would be happy to review it.

  
  *Ive included your water statement along with the last two bills for your review. Both water bills are accurate.
  *The butter cover is damaged; please see the attached pictures.
  *The paint charges are related to sheetrock repairs performed by a vendor and work on the kitchen countertops (see the attached bill).
  *The pool pass was not returned upon move-out, so it was charged to your account (see Pool Addendum).

  
  After reviewing the move-out statement, as a courtesy, we have reversed the $5 apartment key charge, $95 for vertical blinds, and $80 for housekeeping, totaling a $180 reduction. Attached is the revised move-out statement, with the total amount due now at $808.95. Please be sure to contact the leasing office before September 5, 2024, to settle the account in full or arrange a payment plan to avoid collections.

  
  I also want to remind you that the towing policy has remained the same since your move-in date on August 18, 2023. Ive attached a copy of the community policy outlining where visitors should park.

  
  Please feel free to contact me if you have any questions.

  
  Best regards,

  
  *****************************
  Regional Manager
  *******************
  PH ************

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have an issue with the property manager ****** it seems this company tried to make me stay in a lease and I requested to end my lease and upon ending it she entered my home for an inspection and asked why I had two mattresses in my home when I have a child and this is a one bedroom apt! She wants my child to sleep on the floor. Im a grown adult with a life and I am not celibate. My son needs his private space and I do too! She saw my mom and step dad in my room in which they are visiting from ********** and stated questioning if they lived here which was none of her business and I told her no . She went on to say they got complaints everyday of someone else living here and I know thats a lie because they dont. She told me to expect a lease violation for my son sleeping in his own bed. This company whip try to strong arm you to stay in these apts and they dont fix anything , i have no light fixtures in the entire home except the kitchen and it takes 5 different maintenance men to fix one apt. ****** will try and make you stay or try to find a way to get you kicked off your lease and I will make sure everyone knows about this including all entities so people will know what to expect

  Business Response

  Date: 06/11/2024

  Dear Resident,

  Thank you for bringing your concerns to our attention. I have reviewed your file and noted that a lease violation notice was sent to you on June 4, 2024, regarding unauthorized occupants. Additionally, I reviewed the email exchanges between you and ******. She explained the procedure for the *************************** Intent to Move Out form, which prompted the inspection of your apartment. During the inspection, the number of people and mattresses in the living room reminded her of previous notices about possible unauthorized occupants. I also see that ****** sent you an email on June 4, 2024, apologizing if your visitors felt uncomfortable and inviting you to a meeting with both of us to discuss any concerns.

  I reached out on June 5, 2024, & June 7, 2024, and await your reply to confirm if you would like to meet. Our goal is to provide the best customer service for our residents. You are scheduled to move out on July 31, 2024. As a courtesy for your one-year residency with us, I am offering to retract the lease violation notice sent on June 4, 2024. We value maintaining a positive relationship between residents and landlord, and we hope you will consider us in the future if you ever need our services again.

  If you have any other concerns, please feel free to reach out to the leasing office to set up a meeting with me.
  

  Best regards,
  **************************;
  Property Manager
  

  
  

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My issue was I responded to Mrs ******** and Mrs ******** was there and witnessed her staff violate my privacy in the open when I came to ask for higher *** info, she said out loud without caring who was listening, oh I have your paperwork and your lease violation and its been sent over to the proper authorities. It shouldnt take filing with the BBB to be treated equally . This company needs more diversity there isnt one maintenance man that can speak English that has came to my apartment to make repairs. I cant even communicate with them to make repairs.  And with ***************************** and assistants all being of one race and communicating in Spanish in front of me without even telling me whats going on is unfair to each tenant that doesnt speak Spanish. That is the reason I asked for higher *** information because this is and will continue to be a problem. I accept this and just want to move out in peace.  They should not have maintenance micro managing tenants visitors and if they feel someone is living in a unit that isnt on the lease it should be brought to that tenants attention asap, not when they are requesting to move,  and out of spite. Again theres no diversity at this complex, the management doesnt respect you as a person, violate your privacy and I did reply to Mrs ******** but when I came to that office I was denied the companys information and had to find it myself and reach out to them and was advised  the DISTRICT MANAGER would be contacting me not you because you are the property manager and was there in the office looking at your office assistant humiliate me in front of everyone. I definitely would have loved the opportunity to speak about this before all of this but she violated me and sent it in within 2 hrs and didnt care where me or my child had a place to stay after leaving here. That directly affected my wellbeing. This is an issue and again I accept this and just want to leave peacefully. 
  
  Regards,
  
  Turielee ********