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:06/08/2023

  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.

  Here are some issues I have addressed and have been ignored/dismissed: Parties at the pool with residents bringing in multiple guests and speakers to play music loudly. This goes on during weekdays and weekends past midnight. (Pictures have been emailed in and police have been called in- several times). The area is being treated like a public park or their backyard, this is an apartment complex with residents, some parameters, limits need to be established and followed through with.Parking garage and parking in handicap and reserved spots. Recently my parents were visiting and they have a veteran handicap license plate and theres cars parked in handicap that do not have a valid handicap placard or license plate. The biggest problem here at the property is that everything gets overseen and brushed off and theres no follow through or accountability. When I communicated the issue to the property manager in February, regarding the pool area parties, gatherings, and the charcoal grill the response I received was along the lines that yes, that would happen as the temperatures got warmer. That's a ridiculous response to the issue and basically brought no attention to it, which basically means to deal with it. Similar response was given to me regarding the parking garage and parking spots, the reply to that was along the lines that people can park there. Again, brushed off and what is the purpose of having to pay for a reserved spot if basically there are no consequences for parking without permission. Courtesy officer ****** do anything and when he calls back the calls always drop. It is unhealthy living conditions here with trash, glass bottles and dog f**** all over the property including the pool area. Unsafe when people stand at different parts of the garage to scope out. When law enforcement shows up, the residents partying at the pool act like they dont speak English and keep doing what theyre doing. Zero communication from management.

  Business Response

  Date: 07/19/2023

  We received a complaint from *************************** who resides at Enclave at La Frontera located at **** La Frontera Blvd **********,***** *****. While we do sympathize with ******************** and the complaints she has outlined, it must understood they are not uncommon and are to be expected with apartment living. ******************** moved into an apartment which faces the pool and is in our pool area therefore she is subject to all activity that occurs during the pool hours of 10:00am to 10:00pm. We would be more than happy to offer ******************** to transfer to a different apartment that is not located in an area where residents can congregate or entertain guests.
  A resident may grill in or around the common areas so long as they abide by the local city, state fire ordinance, or utilize the grills that we have provided for residents in the pool area or other common areas throughout the community.
  Our team members are constantly picking up the grounds throughout the day in the community, the parking garages, and common areas to ensure we are following the City of Rounds expected requirements.While we do have notices posted in several areas, people do not always adhere to the policy, and we make every effort to reduce the amount of trash that accumulates. We have done so by adding additional trash pickups and having a company provide a bulk pick up service for all residents and nonresidents who leave large items laying around.
  ******************** claims we have charged her for the resident liability fee, per the lease agreement we do require that resident either provide proof of their current renter insurance policy or they pay the monthly resident liability fee. I have reviewed ******************** account she has not been charged the resident liability fee and if this error occurred it has been corrected.
  
  I hope this response will provide some clarification and if ******************** is interested in transferring apartments away from the pool, she may contact the onsite manager *************************** and we can initiate the transfer. 

  Customer Answer

  Date: 07/19/2023

  Complaint: 20159008
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 07/20/2023

  Complaint: 20159008
  
  I am rejecting this response because:

  Emails were sent with pictures of trash and all complaints. The individual responding was not the property manager at the time of these incidents, therefore has no accurate background knowledge of the situation. These complaints were made well over 2-3 months! In addition, I have asked MULTIPLE times for a call back, and have yet to receive a call or a manager to speak to me when I call for these issues and current issues  

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/27/2023

  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.

  The staff was nice on the phone but when I got there, the trash was overflowing out of the dumpsters and the entire property smelled like a zoo on the outside. The smell was so bad it stayed on our car even after an hour drive to *******, **.I have never in my life smelled a property like that Also it looks like they packed the tenants like sardines. You would have to visit the complex to understand what I mean. It looks so tight I know its h*** to move in and out, especially on the 2nd or 3rd floors.I also feel that the units are very overpriced after seeing the actual property. If the outside of the property smells like a literal zoo I could only imagine whats going on inside.I dont and never lived here but based on my visit Im glad I only lost my application and admin fee of $130 Again I have never smelled an apartment complex that smelled like a literal zoo as soon as I got out my car. I plan on notifying the BBB and health department because the building should be condemned based on how trashy and nasty smelling the property was.Read the reviews on here and ******* And DO NOT pay an application or admin fee before seeing the property. They will not be willing to refund you. I highly DONT recommend them.I want my application and admin fee refunded.

  Business Response

  Date: 02/27/2023

  The community trash compactor was down for a 2 week period allowing trash to accumulate in all garage levels and near trash compactor enclosure. Significant weather event then impacted our 3rd party vendor pick up schedule allowing the trash to accumulate another week. It was a temporary and unfortunate situation. We are sorry it did not leave a good first impression. We would like to welcome you back to the community today!

  Customer Answer

  Date: 03/01/2023

  Complaint: 18935887
  
  I am rejecting this response because:

  While I am glad they responded, although it took weeks, I would still like them to refund the $130 fee they charged me. They should've hired someone immediately to fix their broken trash compactor and called the city to expedite a trash run. The fact that they would allow their residents to endure that smell and then wanted me to move in and also endure this speaks volumes. So once they refund me I will be more than happy to close the case. It's a bad business practice to make people pay application and processing fees when their complex should be shut down due to health and cleanliness issues.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/16/2023

  Type:Product 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.

  After completing two years of leasing an apartment at this company my daughter moved out and received over $800 dollars in charges on her move out statement. $280 for a broken handle on the microwave that the management failed to repair for over two months. (This is a $10 repair that should have been fixed at their request). Also, charged to deep clean the refrigerator, stove, carpet, and insect treatment totaling $600. In reality they replaced everything in the apartment as part of an advertised remodel. After multiple attempts to contact them and their parent company ******************* they simply would not even respond or provide proof/receipt of anything. The balance was paid in full because these young adults did not want any damage to their credit. The charges were blatantly fraudulent. I expect they will try to take advantage of there current tenants in the same way when they move out.

  Business Response

  Date: 01/16/2023

  Hello, I am unable to find an apartment number related to the name *******************************. Please send an apartment number or name associated with the lease. 

  Customer Answer

  Date: 01/16/2023

  Complaint: 18811897
  
  I am rejecting this response because:it does not resolve the issue. To clarify, and I apologize for the confusion, the lease was for *********************** and *******************. I did attempt to resolve this matter locally by both emailing and calling the regional manager ******************* response at all. 
  
  Regards,
  
  *******************************