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:09/23/2024

  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.

  On 9-17-21 my vehicle was towed from the property as a resident, there was a change to the parking policy and 2 emails were sent notifying the residents of the change and a flyer was put on the door, there was no request for consent of the agreement, or an addendum to the lease or any form of confirmation that the new policy would be in place outside of these notices. From May-September my vehicle has been parked here over night, the tow truck drivers through nightly and have checked my vehicle multiple times. In the lease it states that there is to be a 10 notice at the first parking violation as a resident , I received no such notice between May and September 17th. In the Texas Tenants Rights handbook under parking it states that the management must get written consent for changes in the parking policy, I received no notice requiring my signature. The towing company damaged my vehicle and left it, knowingly, with a flat tire and are refusing to pay damages. This was an unlawful act and I am seeking reimbursement in the amount of $430 for the impound fee, $80 in damages to my vehicle and $260 in lost wages. I am providing the opportunity to settle this prior to filing in court.

  Business Response

  Date: 09/23/2024

  Can you please find out which community he is referring?  Unless I missed it, I don't see a community name.  Thanks.

  Customer Answer

  Date: 09/23/2024

  The Hub at ********************, ********************************************************************************

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because:   The Hub at ********************, ********************************************************************************

  Customer Answer

  Date: 10/02/2024

  Unlawful towing practices that violate code at The Hub at ********************, damages to vehicle during tow. Late fees on rent because the money for the tow came out of that 

  Business Response

  Date: 10/28/2024

  Thank you for the additional update. The Hub at ********************** appreciates our residents and strives to provide excellent service. While we did not find the residents request to be reasonable, all repairs were completed accordingly. 

• Initial Complaint

  Date:09/18/2024

  Type:Product 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.

  June 1 2024 I moved after 3 different apt number changes. I gave my electric *** The information but they couldn't keep up with changes. Finally got service switched on the 4th. I was told by **** ***** I had 5 days for the switch and I wouldn't be charged. Now on my September statement I'm charged ***** vacant fee The Hub at ******** Trail refuses lto respond to any emails or callsSandra ***** .The 2nd issue my car was towed and bumper messed up. I had a carport. Didn't know it was not registered under my name due to **** neglected to set up correctly. ******** pulled account and new issue right away. I even came in office a month prior and asked was a registered properly. They had asked residents to stop so they could check . Towing cost ****** nit sure how much it's gonna cost to fix bumper.

  Business Response

  Date: 09/23/2024

  Thank you for reaching out.  The Hub at ********************** and Summit Property Management strive to provide our residents the best service possible. Fortunately, we were able to assist this resident with the vacant utility charges on her account.

  Upon move in, our residents are provided information on how to register their vehicles. The on -site team does not register any vehicles with the parking enforcement company.  We have requested that our resident speak with the parking enforcement company for a resolution on any damage to their vehicle.  

  Business Response

  Date: 09/24/2024

  Thank you for reaching out.  The Hub at ********************** and Summit Property Management strive to provide our residents the best service possible. Fortunately, we were able to assist this resident with the vacant utility charges on her account.
  
  Upon move in, our residents are provided information on how to register their vehicles. The on -site team does not register any vehicles with the parking enforcement company.  We have requested that our resident speak with the parking enforcement company for a resolution on any damage to their vehicle.  

• Initial Complaint

  Date:09/10/2024

  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 had a 1yr lease agreements of $1700 for rent each months my total amount was $1856 as of August 8th ******************************************************* renewing my lease saying that my rent was going go up which Ill be paying $1890 if I do not renew by the time the agreement Ill be automatic charge month to month which was $1986 including other charges so $2,096 before my rent came I request could I be transfer to another unit due to noise complaint I was called into the office to go over some options management ****** said they had a apartment available for $24,00 I told them that was to much for me afford I have been having issue after issue with payments, maintenance, the whole time living there I let them know I will be paying for August rent in full & I'm just going move because I didnt want to keep being there struggling due to the rent keep going up they provide me with a 60 day notice at this point I was officially month-to-month I paid $2,096 as of August I moved out August 23th of 2024..I clean the apartment to the best of my abilities I turn the keys ins few days later I receive email saying I owe ******** I went up to summit tpc leasing office to discuss why am Im being charge almost $6000 when I left they were paid up I didnt owe them anything so I was confused I speak with ****** ask her why am Im getting charged for a $1400 early termination fee when I was month to ********* didnt leave with a balance when I paid them for August rent I let them know Ill be gone so its not like I just up and left when I spoke with ****** she request she would talk to her boss because she did understand where I was coming from due to paying a early termination fee I request to ****** I would be ABLE TO pay for the cleaning and damage fee have no problem doing that and the last fews days I was in the apartment a few days later I received a email saying unfortunately I have to pay the whole ******** I need to speak to someone

  Business Response

  Date: 09/25/2024

  Can you please tell us the community's name where you previously resided?

  Customer Answer

  Date: 09/25/2024

  The Community name is,,SUMMIT AT TPC ***************************************;

• Initial Complaint

  Date:08/27/2024

  Type:Product 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 moved March 9 ***** and I still have not received my refund from **************************

  Business Response

  Date: 09/03/2024

  Good afternoon,

  We have issued a refund for $150 to Mr. ******** on 8/27/24 for $150.00

  Please let us know if you have any questions.  

  Thank you,

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

  Regional Manager 

   

  Customer Answer

  Date: 09/09/2024

  It's September ****** I have not received my refund check yet!

  Business Response

  Date: 09/11/2024

  Mr. ******** check was mailed yesterday.   Please attached copy.  

  Thank you,

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

  Regional Manager

   

• Initial Complaint

  Date:08/26/2024

  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.

  On August 17 I visit the Hamptons on Jupiter ******* was helping me she gave me tour she help transfer my income documents as well she filled out my application It was not to my knowledge that my administrative fee wasnt refundable she didnt mention it nor show me that while she filled out my application you can watch the video in the office where she submit my application herself without explaining the nonrefundable fees $150 is a lot to give away with or without somewhere to stay its an inflation in the US everybody needs help and money I just want my administration fee back so I find somewhere to stay and they no longer answer my phones call

  Business Response

  Date: 09/13/2024

  Dear Ms. ***************** you for reaching out Ms. *********** You were denied residency at The Hampton on Jupiter at this time due to late 8 payments in the past 12 months.  Per our rental criteria that you signed; we only allow 3 late payments in 12 months.  The attached agreement that you signed clearly indicates that all fees, application and admin fee are non-refundable.  These are our costs associated with processing your application.  You did not pay a deposit.  Had a deposit been paid, this would have been refunded. 

   

  In summary from the attachments:
  

  Rental History:
  Applicant must have six (6) months verifiable rental history within the past twelve (12) months.
  Mortgage history, if it appears on credit report, will be accepted. More than three (3) late
  payments and/or two (2) NSF checks within the past twelve (12) months will not be acceptable
  rental history. NO VERIFIABLE RENTAL HISTORY MAY REQUIRE AN ADDITIONAL
  DEPOSIT AND/OR GUARANTOR

   

  Cancellations:
  Deposits will only be refunded on denied applicants. Deposits and or fees will not be returned for
  cancellations, they will be retained as liquidated damages. Deposits and fees will not be returned
  on falsified applications.

   

  From the application you signed, it states that application fees are non-refundable; which is attached for your review. 

   

  We appreciate you considering The Hampton on Jupiter for residency. 

  Respectfully,

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

  Regional Manager

   

• Initial Complaint

  Date:08/19/2024

  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.

  My apartment has had mold for a month and the ******************** is not fixing this issue. I have small kids and am experiencing a very bad cough. The maintenance *** says this is not mold but its literally black mold with fuzz on it growing. Apartments in ***** have one week to fix a mold issue. If this is not fixed this week I am filing a suit & getting out of this lease. This needs to be fixed ********* sink and counter are literally caving in. This is not healthy & a health risk

  Business Response

  Date: 08/19/2024

  I will reach out to the resident tomorrow 8/20/2024. I spoke to the manager earlier today and approved the necessary work to resolve the issue.

• Initial Complaint

  Date:08/06/2024

  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.

  After paying a $1,000 deposite and being quoted a job based on estimate hours, the first day was already disaster. Not only did they begin building the road in the wrong area, they were digging on top of a waterline - which is one of the reasons it was not the right area. I was assured this area was the better choice. Unavoidable machinery issues happened which delayed the estimated ***** hour job. On the 3rd day they dropped a tree onto my warehouse-denting the tin and taking out the whole back structure. They eventually, over a month later, finished repairing the damages although I am left with permanent dents in my warehouse and scatter tin around my property. I repeatedly asked for an update on hours in which I was never given. After a few weeks of work, on a night they knew I was going out of town, they did a burn on the top of my property without letting me (or my neighbors) know, until almost 1am. Before I went out of town they finally updated me on hours, being at 50; double the original estimate. I asked if I would be finished around ***** hours and they said yes. When I returned and they were finished they had the total being ***************************************************************************** the wrong area, it has caused flooding in my warehouse, continuous water drainage issues, to the point the department of health has been involved. We had a meeting to settle on payment with the promise they would fix the issues their work has caused. They took payment and have never responded to any text or calls since.

  Business Response

  Date: 08/07/2024

  We do not have warehouses, perform construction, nor am I aware of what she might be referencing.  I think you have the wrong company.

• Initial Complaint

  Date:08/02/2024

  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 am writing because I was supposed to move into apt **** at the ************ on July 30 but it is now the 2nd and I still havent moved in.I turned in the walk-through form.On the first day the ** was not working properly. Today the ** was at 80 degrees. This is not acceptable. I was dripping sweat just standing around filling out the walkthrough form. Here are just a few things that make this apartment still not ready.The ** is not cooling the apartment. ******************************** the apartment. There were lots of roaches everywhere. There was pool of water under sink. There is water damage and I am sure there is mildew.The mirror is still broken in guest restroom. The bathroom had paint all over the drain but some of the hair and plastic in drain.Holes in shower where faucets attach to wall. Most likely there is mold in walls.Carpet still very dirty even after voicing concerns 3x.Paint everywhere on floors Cabinet handles falling off throughout apartment some were fixed though. Not able to open microwave door all the way. Tons of water damage throughout apartment Possible leak in ceiling in kitchen Kitchen drawers not on tracks and all crooked.Dishwasher still very dirty.Door to washer/dryer area broken Storage room broken and falling off hinges. The closet door had mismatched doors that don't belong. One big and one small. And most importantly the ** is not working properly I could not feel the air coming through some vents and there are still lots of roaches. I have numerous pictures.I did not move anything in because the apartment is not ready. There are many more issues not stated here. I've paid for days that I was not able to use apartments. I am paying for Spectrum, electricity, water and rent for these days that I am not able to use the apartment because it is not ready. I just need help. No one will help. The office person says there is nothing she can do because she is not the manager. I have emailed the manager and no response yet.

  Business Response

  Date: 08/12/2024

  Dear BBB,

  We have agreed to move this resident to a different apartment of her choice.  We acknowledge there were some maintenance repairs that were needed in the first apartment, besides the air conditioner.   The a/c was working, it was not set to "auto" so that it would cycle properly.   ***** has decided to take apt # **** and will be moving in this week.  She has seen the actual apartment was happy with the walk through.  

  Please let us know if you or *****, should have any questions.   It is our goal is to ensure she is completely satisfied with her new home. 

   

  Thank you,

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

  Regional Property Manager

  Customer Answer

  Date: 08/12/2024

  I am rejecting this response because:   I am rejecting this response because:  it is not completely true. I am not moving into an apartment of my choice. I was not given a choice of apartments. The apartment that they chose to put me in still is having AC issues. I went today to the new apartment and the ** was at 78@ 5pm today Aug. 12. Still too hot to cook in. The apartment is not cooling it feels as though a fan is on but it is not releasing cold air. 
  They put 3 closet doors and a two door closet making a small space to get into the closet. I was told there was nothing they can do about it because they dont have any closet doors the actually fit my closet. I suggested just taking them off because it makes it hard to use the closet.
  They framed out the restrooms mirror with scrap pieces of different sizes that dont match. In the middle of the mirror there is huge noticeable area where the two mismatch pieces meet up.The kitchen counter tops have huge burn marks, pieces chipping away, dirty with smeared paint and huge cracks in countertops I was told there was nothing they can do because its cosmetic and then was told they could not authorize fixing the countertops because they (********)were not manager. I told ******** that I have been going almost every day since the 30th of July but have yet to speak to a manager about the issues and if she can not authorize anything and ***** the manager is never there and wont email or message me back then where do we go from here. ******** just said she would email the manager again. One of the bedrooms doors is cracked and peeling apart and ******** said they dont have doors so she will ask maintenance to try and glue it down. Also the faucet is not properly attached and caulked to the wall so when you turn the water on it pulls away from the wall leaving a gap where water will seep into the walls that will cause mold and water damage. And finally I have paid for rent and was told maybe it would be credited. But since ******** is not the manager she cant guarantee it I would like to speak to someone higher up at this point but I cant even get the property manager to call or email me back. Yes I understand stand this apartment is in better shape but I was not given a choice and keep getting told they dont have supplies to properly fix anything. I keep getting told in the morning the apartment is cool but they are not understanding that of course it will be cool in the morning bc the sun is not out but during the hot day it is hot in the apartment especially when cold air is not blowing through the vents. And when they do fix something no attention to detail is given. Maintenance does very sloppy work. They dont care how they leave the apartment looking. They have no pride in their work. I feel like someone above the property manager should call me since she(*****) has not yet talked to me about the issue. 

• Initial Complaint

  Date:06/16/2024

  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 moved to The ******, a property owned by Summit Property Management, at ****************************************************************, on June 1st. I was told my unit was fully renovated, justifying the higher rent. The leasing office displays a picture of a renovated model, called a Quartz unit, which showcases the expected kitchen and bathroom renovations. While my kitchen is fully renovated, the bathroom does not match the model image. The old, barely functioning toilet with a rusted handle and broken seat, as well as the old shower hardware, were not replaced. I reached out to the leasing office and management to request that my bathroom be fully renovated to match the model, but they declined. Attached is a screenshot of the response from the manager, *******************************. Given that I am paying higher rent for a fully renovated unit, I find it unacceptable that the bathroom is not fully renovated as advertised.Attempts to contact Summit's corporate office have been futile. My requests on Summits website appear to have been forwarded to the leasing office and ignored. I no longer wish to speak to ***** or ****** at the leasing office as they have lied and denied my request.Since our last conversation, maintenance replaced the toilet seat and handle but did not replace the old, rusted shower faucet. I still want the toilet displayed in the renovation model. The current toilet is old, rusted, and often doesnt flush properly, having overflowed once since I moved in.Additionally, I moved into a *****-infested unit and have been killing hundreds of roaches since June 1st. Despite pest control visits, I still deal with roaches daily. The leasing office admitted they were aware of the infestation before my move-in and claimed they sprayed, but there were roaches everywhere when I moved in.I just want someone from Summit to contact me. I request either the new toilet and shower faucet shown in the renovation model or an adjustment to my rent.

  Business Response

  Date: 06/24/2024

  I will be meeting with the resident on 6/25/2024 to walk her apartment home. I will update the portal once I meet with the resident.

  Customer Answer

  Date: 12/04/2024

  Hello,
  
   
  
  My claim# is 66607361DF0EE and I need to reopen my complaint against The ****** in *******, ****** 
  
   
  
  I moved to this property in June and since my move in, I have not had hot water in my shower or bathroom sink. My main concern is the shower and not the bathroom sink because I dont take showers in the sink. Ive been taking cold to lukewarm showers for 6 months. I have submitted service tickets for this issue. They sent ******* 3 times to fix it which he could not. He even called the office while he was here at my unit and explained to the office staff that he couldnt fix it. When he passed his phone to me so I could talk to them, the office staff member told me over the phone that my building shares a boiler with 4 other buildings so there will be times I may not take a hot shower. I refuse to accept this. So I talked with another resident in one of the buildings that shares a boiler with mine and she told me shes always had hot showers since she moved here in May and that when she first moved in, her water was actually scalding hot. On 11/9, I submitted another service ticket. They sent a different maintenance tech, *****. He replaced the shower head and did something else that he detailed on the note that he left on my counter. I couldnt understand his handwriting but from what I could make of it, he adjusted something. However, Im still taking cold to lukewarm showers. I have submitted yet another service ticket on 11/21 and emailed the office but my ticket has not been addressed and my email was ignored. I dont think The Gibsons techs can fix this issue. I am desperately asking for The ****** to make this right and send a plumber to solve this. I dont think this is a shared boiler problem, but a problem with the plumbing in my bathroom. I have hot water in my kitchen but no hot water in my shower and bathroom sink. With winter getting close, I need hot water in my bathroom. Submitting another BBB complaint is the only way to get this addressed.
  

  Business Response

  Date: 12/06/2024

  The recent hot water issues were unfortunately community-wide and stemmed from persistent problems with the boiler. Despite several attempts to repair the existing boiler, the issues persisted.Recognizing the inconvenience this caused our residents; we made the decision to replace the boiler entirely to ensure a lasting solution.
  To expedite this process, we overnighted a $38,000 check to the plumbers to facilitate the replacement. I am pleased to inform you that the new boiler was installed and became operational on December 5, 2024.
  As a follow-up, maintenance will evaluate the system on December 9, 2024, to ensure that the hot water in your shower and throughout the community registers the proper warming temperature. Once this evaluation is complete, I will personally follow up with you to confirm that the issue has been fully resolved and to address any remaining concerns.
  We deeply regret the inconvenience this situation has caused and sincerely appreciate your patience and understanding. 

  Customer Answer

  Date: 12/07/2024

  I am rejecting this response because:   
  

  The issue with the hot water in my bathroom has been an ongoing issue since I moved here on June 1st, when werent having boiler issues as far as I knew. This was not related to the hot water outage that the community experienced from 11/29 to 12/5.
  I have been in contact with the office on multiple occasions before 11/29, desperately trying to get the hot water fixed in my shower head and bathroom sink. Before the community outage, Ive always had hot water in the kitchen sink and bathtub FAUCET but never in my shower head or bathroom sink. My concerns were always dismissed by the staff in the office, even being told you will not always be able to take a hot shower by ****** in the front office since I moved here. She always said it was the boiler which made no sense because I had hot water in the kitchen and bathtub faucet, just not my shower head and bathroom sink. If it was a boiler problem, then I wouldnt have hot water at all in the kitchen sink or bathtub faucet. I submitted a BBB complaint for THIS reason. Not the community outage from 11/29-12/5. 
  
  Because my concerns were being dismissed for months, I desperately turned to *******, the assistant manager. She actually cared, listened to me and offered to help me. She understood what I explained to her (when I had explained the same thing to ****** countless times) and she took the initiative to get this resolved for me. AFTER the boiler was replaced and hot water was restored to the community on 12/5, I still had no hot water in my shower. She got ****** (the head of maintenance) and ***** to come out yesterday and they replaced a part in the shower. I finally took a hot shower last night.  

  Customer Answer

  Date: 12/12/2024

  Ive attached a screenshot of the email we received from the office today, December 12, 2024

  The ****** stated they replaced the boiler, yet buildings 1 through 5 lost hot water again today. This is extremely concerning. How are there still hot water issues with a newly installed boiler?
  This situation requires immediate attention and investigation. Summit Property Management should also be reviewed regarding their handling of these ongoing issues.
  I have already filed a complaint with the ****************************

  Customer Answer

  Date: 12/17/2024

  Here we go again. Attached is another email that we received today from the office informing us of yet ANOTHER hot water outage. Again, this comes AFTER the new boiler was installed on 12/5. 

  Customer Answer

  Date: 12/17/2024

  Attached is the email we received from the office on 12/12 that there is another hot water outage. Are we supposed to just deal with frequent hot water outages from now on? 

  Customer Answer

  Date: 01/09/2025

  After 12/12, we had no hot water on 12/17, 12/18, 12/19 and 12/20.

  Please see the attached screenshots of the emails we received from Summit on those days. 
  

  We now have hot water but Im still concerned every day that well lose hot water again. 

• Initial Complaint

  Date:05/31/2024

  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.

  On 4/26/2024 I moved into my first apartment. At the time, RPM Living was under management. Same day I moved in, I noticed my bathroom had a leak as well as my AC not working, the presence of mold, and my vertical blinds missing 6 pieces. I immediately put in a maintenance request. On 5/7 they started to try and find the source of the leak. They broke three holes in my walls to find it. 5/17 they finally found the source of the leak, after sawing an even bigger hole into my bathroom/shower wall. I made sure to call and follow up and asked to confirm that this was priority, as I was lied to about my apartment being move-in ready. 5/20 Summit Property Management has taken over management of my apartment complex. Same day, I called the front office to unsure they got my maintenance requests. I caught them up on my situation and they came to check out everything wrong with my apartment. I was told by one of the maintenance men that contractors were to be scheduled to come and knock down more of my wall to get the black mold that was found behind it, as well as treating the white mold found under my kitchen sink/cabinets. 5/29, I went into the front office to talk to *******************************. Firstly, she did not bother to ask me to step into her office to discuss what I came in for. We had our conversation right in the lobby which I found very unprofessional. I asked her if she got my email regarding my ongoing maintenance issue, and my request for a rent discount/reduction as my apartment was not move in ready. She kept speaking over me and did not give me a chance to talk. She stated that she had already forwarded my email to her supervisor and they dont do that. I explained to her that as the new management company, it is their responsibility, regardless of them not being the management company at the time of my move in. As of today, none of these issues have been resolved.

  Business Response

  Date: 07/03/2024

  We are very sorry this resident had an unpleasant move in experience. Once we were notified of the concerns with the apartment, we were able to make repairs.

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because:   I feel my comments, concerns and experiences should be available for everyone to see regarding the lack professionalism of Summit Property Management. Its took months for work to be done. The apartment shouldve been move in ready it was not, there was no sense of urgency for the matter with this company. The do not care for their residents. 

  Business Response

  Date: 07/03/2024

  Summit Property Management takes our residents concerns seriously and acted as soon as the issue was reported to us. The resident moved in that unit on Friday, 04/26/2024. The resident accepted that apartment in that condition and lived there for 26 days before Summit took over the property. There is no move in condition form in the file. Was there a demand for concession to the previous company?  The resident reported the concern to the Property Manger on 05/29/2024. The contractors were scheduled that same day and repairs were completed on 06/01/2024.
  05/31 Resident called code enforcement.
  05/31 Code attempts to view damage but resident is not available. Code schedules appointment for 06/03/24
  06/03 Code called resident to advise he is on the way to unit.  Resident tells code that repairs were already completed on  06/01.