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:04/11/2024

  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.

  I went to look at some units at the ********* Ranch Apartments, the receptionist was new and was very confusing, she kept calling the units by different names and I couldn't get clear answers. So we toured the units and then I went online to look at particular prices. The unit I was interested in was advertised on their blog site saying "updated" and had a good price listed. I paid for 2 application fees and submitted all documents just to be told later that the actual price was $300 more than the "guaranteed" quote I received. They said it was because the unit was upgraded and the price online hadn't been updated yet. However, the blog posting where the unit was advertised said "Upgraded" in the title. When I went to the office to confront them about the bait and switch they agreed to give me my application fee back since I was quoted an incorrect price. Today I received a phone call from the manager saying she would have to reconsider my refund unless I take my negative reviews down.

  Business Response

  Date: 04/11/2024

  The original quote sent to the applicant prior to them applying is attached. Page 2 in the top section it states clearly "Onesite quote summary view does not consider customize options selected during Online Leasing quote creation (i.e. 'rentable items', 'add-ons', 'additional options', and any 'packages/bonus'). The applicant wanted a renovation unit which has a renovation package premium. This is also on the main page of our website. The applicant was never asked to remove negative reviews.    

  Customer Answer

  Date: 04/12/2024

  Complaint: 21563244
  
  I am rejecting this response because: That is not the quote I received, the quote I received did not say the things you're claiming. I've attached the entire emailed quote. You 100% said you were reconsidering my refund due to the reviews. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/12/2024

  The quote sent to the applicants prior to them filling out the application online is #******. This quote specifies packages/bonuses are not included in the pricing. This is also time and date stamped. 

  Customer Answer

  Date: 04/12/2024

  Complaint: 21563244
  
  I am rejecting this response because: Again you're just lying. Which email did that quote get sent to? Please post the entire emailed chain, just as I did. You're just ignoring the quote I posted and making false claims about another quote that doesn't exist. People are obviously going to see who's telling the truth here. You're just making yourself look worse than if you just apologized for y'all's mistake.
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/23/2024

  The co-applicant, *****, filled out the application first therefore the quote and pricing details went to her email.

  Customer Answer

  Date: 04/23/2024

  Complaint: 21563244
  
  I am rejecting this response because: Firstly it's just not true, please provide a screenshot of that quote you are referencing being sent to us. I provided proof of the quote I received immediately, you keep ignoring that part. So your entire argument is that you sent a different quote to my wife that had a different price and verbage as the quote sent to me? 
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/23/2024

  Prior to applying the co-applicant requested a quote for #***. Subsequently requested a quote for #****. Attached are both of the quotes. Thank you. 

  Customer Answer

  Date: 04/23/2024

  Complaint: 21563244
  
  I am rejecting this response because: You're showing a different page that the quote page I received. Here is the email chain, the quote you're showing has the same price as mine but a different quote number. If the apartment was actually that price I would've taken it. The issue is we paid $145 for an apartment that the quote said was $1632 and you said it's actually $1900. That's called scamming, giving a quote for a certain price then changing it after I paid the application fee.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 04/23/2024

  Complaint: 21563244
  
  I am rejecting this response because: The quote sent to me was not honored. The price was actually $300 more than the quote. You can't just advertise a price, get people to apply and then change the price.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 04/29/2024

  Complaint: 21563244
  
  I am rejecting this response because: I went to look at some units at the Iron Rock Ranch Apartments, the receptionist was new and was very confusing, she kept calling the units by different names and I couldn't get clear answers. So we toured the units and then I went online to look at particular prices. The unit I was interested in was advertised on their blog site saying "updated" and had a good price listed. I paid for 2 application fees and submitted all documents just to be told later that the actual price was $300 more than the "guaranteed" quote I received. They said it was because the unit was upgraded and the price online hadn't been updated yet. However, the blog posting where the unit was advertised said "Upgraded" in the title. When I went to the office to confront them about the bait and switch they agreed to give me my application fee back since I was quoted an incorrect price. Today I received a phone call from the manager saying she would have to reconsider my refund unless I take my negative reviews down.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/09/2024

  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.

  *** has repeatedly taken advantage of myself and my sister as tenants in their complex. We moved out October 30th, and to our surprise we received an $1,800 move out bill. It has been my experience while renting in ****** that property owners pay for normal wear and tear, and residents cover the difference for additional damages or cleaning. We are currently being charged for each and every renovation in the apartment, intended or otherwise. For example; charging us to replace all of the tile in the bathroom when four tiles had adhesive marks, being charged for the entire apartment to be painted for tiny holes for hanging pictures and curtain rods, and charging us to replace all 3 bedroom's carpet is egregious. The assistant manager stated that changing every carpet in the apartment is procedure, and we know that not to be true. In August of 2022 we experienced a flood. IRR had commissioned ****** Fiber to install systems in their tenants units without the permission of their tenants. I had returned home to find my apartment (and all 4 neighbors within my building) flooded, and unable to remain in their apartments. This was not requested by any of us, as we were Spectrum customers. You can imagine our surprise when a service we had not requested was the cause of our displacement. We were displaced for over 3 weeks. During this time, they did NOT replace all of the carpet in the apartment, or in the main room due to all of the furniture still being present in the room. We have tried resolving the issue via multiple email exchanges, phone calls, and an in person meeting. We have always remained responsible and respectful tenants who routinely paid rent on time throughout the duration of our stay at IRR. We have photos, email correspondence, and videos of the apartment upon move out. We also have photos and email correspondence that paint a clear picture of the lack of empathy IRR shows their tenants, as well as the unsatisfactory repairs done after the flood.

  Business Response

  Date: 01/22/2024

  The previous tenant was not charged for any charges that are normal wear and tear. They are charged for damages caused by neglect on the resident's behalf. The apartment was left in a very bad condition including broken blinds, heavy pet urine odor and staining on the carpet, torn carpet from a pet, large holes in walls, holes in doors (which we did not charge for), missing sheetrock and major damage to our bathtubs. There was not mold or mildew. The pictures submitted are baseboards with scuff marks where you can see they had a piece of furniture and then the 2nd one is under the bathroom cabinet in the corner and its showing dirt. The resident was in the office every week using the work out facility and talked to us every time. She never once mentioned a maintenance request for mold or mildew or said she thinks she may have some. The issue the resident had with the ****** Fiber install was repaired and resolved. The resident subsequently renewed their lease after the incident happened because they were happy here and the issue was resolved. The resident also received financial compensation during that time for inconvenience from the ****** incident. The main room carpet was replaced- invoice attached. The resident was not charged for any tiles to be replace in the bathrooms as they claim. There was adhesive and tub damage caused by the resident that had to be resurfaced- that was the only charge. We had reduced their charges from the original final statement from $1,604.19 to $1,336.19 in order to work with them. They declined. I then offered to reduce it down more if paid in full to which we never received a response. Two emails were sent. We have approx 40 pictures upon request that have also been shared with the previous resident when they came in the office to discuss. They did not deny any of the damages in the photos. 

  Customer Answer

  Date: 01/22/2024

  Complaint: 21121929
  
  I am rejecting this response because:
  
  They have provided false information. We took great care of our apartment. The mold was not mentioned, as it was hidden behind the furniture. I included the email correspondence that showed that the issues were not resolved from the ****** Fiber incident. That correspondence shows that we had to fight tooth and nail for any resolution in that instance as well. Furthermore; the lease was renewed as we did not have any other option at the time. IRR practically begged us to renew our lease again even offering a discounted rate, as we were extremely responsible tenants, and based on the video included with my original complaint you can see that there was no extreme negligence on our part. We also completed a walk through with the assistant manager, who made no mention of extreme damages to the property. If there were in fact large holes, why was this not mentioned during the walk through? This company continues to take advantage of their tenants, however we are not the typical tenants, and we will advocate for what is right and just. 
  Regards,
  
  ***********************

  Business Response

  Date: 02/23/2024

  The resident had sheetrock repairs completed and new carpet installed timely after the ****** Fiber maintenance issue. The resident received financial compensation for the inconvenience. The inspection resulted in no mold detected in the entire apartment. The resident was charged for damages caused by the resident as a result of neglect. ******* are not assessed at the final walk through with the assistant manager. Management reduced the final statement in efforts to work with the resident. 

  Customer Answer

  Date: 02/23/2024

  Complaint: 21121929
  
  I am rejecting this response because: as mentioned previously this property manager is providing fictitious information. When the repairs were done after the ****** fiber issue, we were still required to pay a full months rent even while being displaced for a little under a month. All repairs that took place took place because we were advocating for ourselves, as Iron Rock Ranch did NOT advocate on our behalf. The continued response from ***** and staff was We are not aware, or We cant do anything about that. Based on the email thread that I provided; it is clear that we had to send follow up after follow up for any repairs to be completed. We were expected to move back into (with 2 small children) the apartment and it didnt have covers over the outlets, missing light fixtures in the kitchen, and other items mentioned within the email threads. Iron Rock Ranch did not reimburse us for any expenses that occurred during that time. I would love for Iron Rock Ranchs staff to provide proof of this alleged reimbursement. 
  We have always remained cordial with the staff there, as it was very clear that you will not receive assistance from the management staff or maintenance if you had expressed any grievances. This matter is still not resolved as items they are referring to as neglect are small holes from hanging pictures. We hung photos using nails only. That does not require new walls, as the holes couldve been covered with paint (as they had done when we had moved into the property). IRR is trying to imply we were not model tenants in an effort to have us pay for the apartment upgrades and renovations to charge more for the unit. We are well aware of the fact that our entire unit was remodeled to match the units beneath our old apartment. Iron rock ranchs tactics are not new, however they are fraudulent practices and we will not be taken advantage of. 
  
  Regards,
  
  ***********************