Complaints

This profile includes complaints for Grace Properties of Virginia, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Grace Properties of Virginia, Inc.

  1152 Gables Dr Forest, VA 24551-4798

• 

  Grace Properties of Virginia, Inc.

  203 Capital Street #108 Lynchburg, VA 24502

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  Grace Properties of Virginia, Inc.

  1047 East Lawn Dr Forest, VA 24551

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  Grace Properties of Virginia, Inc.

  1047 East Lawn Drive Forest, VA 24551

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  Grace Properties of Virginia, Inc.

  1061 Spring Creek Drive Forest, VA 24551

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:08/15/2022

  Type:Customer Service 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.

  For months, the tenants that occupy the apartment above me have been extremely loud. This has been occurring at all hours of the day. I have been addressing this with *** ****** ** ****** ***** apartment staff over the months via email, going to the office, and by phone. The noise is disrupting in so many ways yet the only thing staff states they have done is "talked to the tenants." This is their regular response. At this point, the noise has gotten worse. The student tenants above me stomp around and run, along with their pets. I hear this constantly. I have complained over and over and NOW the office doesn't return my calls, they don't respond to my emails AND when I recently visited the office I merely get "we have talked to them." The two that I spoke to at the office today, when I asked what they plan to do, stated there was nothing more they could do. I was in disbelief. From 10 pm up to 8 am "quiet time " is designated. Well, I guess not anymore because the tenants are very noisy during those times as well. I have lived in the apartment since 2017 and have always paid on time, observed all the rules, and been cooperative. At this point, here I am stressed to the limit because of the incessant and constant noise above me. I am a nurse working very long hours and I am just brushed off. I have been ignored and the students' disregard is obvious. I even asked that if I moved (which I believe the tenants upstairs should definitely, especially since they have mocked me, harassed me, and purposely made even louder noises to bully me) could the complex not charge me an early termination fee? The two very young staff at the office stated "no, we could try, but they don't do that." They, meaning the VP. I asked for the CEO's number and they stated there isn't one. I am very unhappy and shocked about the treatment I have received. Management and the grounds have fallen far. What a shame.

  Business Response

  Date: 08/24/2022

  *** ****** ** ****** ***** strives to work with all tenants and resolve all
  concerns in a fair and polite manner. Noise complaints are, unfortunately, challenging
  for all parties involved. Our team does our best to moderate concerns from both the
  household making the complaint and the one accused of noise. Our community
  standard to resolve the issue is always to begin by reaching out to the household
  the complaint is against and speak with them. We let them know that a neighbor
  has a concern, talk about community noise policies, possible ways to minimize
  noise, and discuss any thoughts they have on the matter. Our team does not encourage-
  or allow- harassment, mocking, or any form of bullying from either group
  involved. In this specific case, we have spoken with all individuals often and
  taken care to work towards a resolution. Due to privacy concerns, we do not release details or information about either group, however, we offered to mediate a
  sit-down with both households to discuss a resolution and it was refused by Ms. ******. We are sorry to hear that Ms. ****** does not
  feel our team was able to resolve this sufficiently.

  Customer Answer

  Date: 08/24/2022

   I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  *** ****** ** ****** ***** response to BBB and myself, ***** ******:MESSAGE FROM BUSINESS:************* ****** ** ****** ***** strives to work with all tenants and resolve all concerns in a fair and polite manner. Not so. At no time has anyone from *** ****** ** ****** ***** reached out to me, rather I have had to follow up with them. For the years that I have lived at *** ****** ** ****** ***** Apartments (since 2017), prior management was on top of things. The residents the past two years were loud, I submitted a complaint, there was a very intelligent and respectful student who respected the noise complaint, work together with her peers upstairs, and the noise was greatly decreased. Mitigating was not necessary. The residents must be held accountable, they must mitigate amongst themselves and come to a resolve.************MY RESPONSE: I declined a sit-down mediation because 10 pm is when quiet hours begin. What is to mediate? The resident (it is one) needs to stop "stomping" around and walking back and forth, back and forth, for hours (no exaggeration) and after 10 pm, when there are people like myself who work extremely long hours, 15 hours per day 3-4 times a week, (stomping and running above as I am typing) and deserve those rules to be followed. Again, my refusing to mitigate is a cop-out response to my complaint. I am not the problem and I have the right to complain when I cannot sleep because of the upstairs off-hours stomping.  **********Noise complaints are, unfortunately, challenging for all parties involved. Our team does our best to moderate concerns from both the household making the complaint and the one accused of noise. Our community standard to resolve the issue is always to begin by reaching out to the household the complaint is against and speak with them. We let them know that a neighbor has a concern, talk about community noise policies, possible ways to minimize noise, and discuss any thoughts they have on the matter.************MY RESPONSE: Noise complaints are "challenging for all parties"? Noise complaints arise when residents disregard quiet hours and that specific rule, when not followed or respected, has no consequences or punitive action. I respect quiet hours. Frequently, upstairs does not. I am a resident who is disregarded. My upstairs resident blatantly ignores 10 pm as being the beginning of quiet hours (running and stomping again, right now, as I type  and it is 10:10 pm) and this is the norm. It is frustrating to say the least. *** ****** ** ****** ***** continues to not respond to me. As stated before, the prior management was responsive, they spoke with the residents at that time, and the residents were respectful of the quiet hours. They went as far as to share that they were having a gathering upstairs during the day and asked if that noise was going to be a problem. Respect, especially from students, is (large bang upstairs as I type) a learned attribute. Allowing students to just do whatever they want, break the rules, and have no consequences is not helping the situation. *** ****** ** ****** ***** does not care about my situation. If they cared about my situation I wouldn't be hearing loud noises as I type at 10:23 pm. Why are they not responding to my emails or calls? They aren't because they refuse to reprimand the above resident. They have "spoken with all individuals often and taken care to work towards a resolution". There has been no resolve for me. The noise continues. ******Our team does not encourage- or allow- harassment, mocking, or any form of bullying from either group involved. In this specific case, we have spoken with all individuals often and taken care to work towards a resolution. Due to privacy concerns, we do not release details or information about either group, however, we offered to mediate a sit-down with both households to discuss a resolution and it was refused by Ms. ******. We are sorry to hear that Ms. ****** does not feel our team was able to resolve this sufficiently.*****MY RESPONSE: You certainly have NOT spoken to me "often". As a matter of fact, you have been avoiding me and I have all of my emails, texts, messenger messages, and calls saved and/or documented. I don't even know who our manager is anymore. Management, as well as maintenance, and the office workers have all changed. I have tried to contact management, no response. I go to the office, there were 2 young ladies present (college age...that is probably who initiated the response to BBB) who told me "there was nothing more they could do". I ask for a phone number to the executive offices and their response was "there isn't one". The employees are all different. The grounds are faltering. I can't even take my dogs with me to the trash receptable because is is so disgustingly dirty, glass is on the ground, and that area around the outdoor trash receptable is just disgusting. The "team", whoever they are, are not addressing anything. It is sad because this place was beautiful and now it is truly falling apart in many ways. Bullying does occur and it has happened to me many times. I have RECORDED (it was so loud and intentional) even louder than usual stomping, back and forth, back and forth one night when there were males upstairs with the residents. Literal bullying. Nothing is done, nothing was done, and nothing will be done. I am not a complainer and never have been, I am laid back and love people. This experience has stressed me out to no end. My concerns continue to go unheard and unaddressed. With all of the students back now for fall semester, I guess we residents are just a big bother. The saddest thing to me is that our younger population no longer have to comply to boundaries or experience true consequences. I am glad my children are grown and know what it is to be respectful and to follow rules that have been laid out before them. Point your finger at me for refusing mediation all you want. *** ****** ** ****** ***** was such a beautiful place and now it is not. I am not to blame for that nor your inability to do the right thing for me.Have a great day and I hope this complex's decline and inefficiency somehow changes for the better. No hard feelings here. Truth is truth. As I finish this, once again loud noises upstairs, banging, and stomping. *** ****** ** ****** ***** management, whoever you are, or executives, you have a lot of work ahead of you.
  
  Regards,
  
  ********* ****** 

  Business Response

  Date: 08/29/2022

  Our team has reached out to Ms. ****** after most, if not all, complaints were relayed to our staff. One of our team members in particular would email and/or call to let her know that we want her to be comfortable in her own home and that we would address it with the upstairs neighbors. We asked her to keep us updated on the state of the noise and if it was getting better. Our team members would then email or call the upstairs neighbors as necessary letting them know of the complaint and to remind them of our quiet hours. Our team has let Ms. ****** know that management has emailed and personally called and talked to the residents above her and asked them to be mindful. The residents above have promised our team that they are not doing anything on purpose and are trying to be as quiet as possible. They were scared they were going to get evicted because of how many times our office has contacted them due to Ms. ******s complaints, and so they have been extremely aware of any possible noise and trying to avoid any further complaints. Our team reached out to request a sit-down (as is common policy) between the two households. These conversations help to bring everyone onto the same page and often help to resolve the issue. The residents can communicate honestly in a neutral environment and both parties can express their side. One being that there is excessive noise and the other being that they are doing everything possible to prevent noise. The upstairs neighbors confirmed that they would be willing to have a conversation, however Ms. ****** refused. Due to this refusal to take the next step to resolve the issue, and that no other tenant has come forward with a noise concern regarding this apartment, we did express that unfortunately, we are unwilling to evict the upstairs neighbors or waive the lease break fee for Ms. ******. Both the VP and I, who works in the main office, had been looped in and agreed with our teams assessment of the issue. 

  Customer Answer

  Date: 09/08/2022

   I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Let's be clear, the rejection of this businesses' response is a reflection of the continual misnomer that their team (I don't even know who the team is anymore) has been "reaching out" to me "after most, if not all, complaints were relayed to staff." I.... have spoken to one person in the office via phone because I CALLED. The office didn't call me. Let's be clear, no one from the office has called me in the past few months. Now, I...as I stated, have no idea who the manager of the property is since the mass exodus of staff/maintenance, this past year. I tried to reach out to ***** who was the manager, I believe, but no response. I have researched to find out who the manager was or who staff and maintenance were and I can't find that information. One day I went to the office there were two young ladies. I explained my situation and asked for the manager's contact information as well as the executive office contacts and their names and phone numbers. The young ladies told me there wasn't any way to contact them. Not being able to find out who is in charge as well how to reach the head of Grace Properties is concerning. So, they "the office" (not sure who) stated they emailed and contacted me. Here are the emails I received from "the business" in the last few months. ----On 7/25 I was notified of: a filter change; 8/4 Rookies Today!; 8/24 Nomad Coffee; 9/2 Confirmation of My Rent Payment; 9/6 Lost Air Pods On the Property notice, and 9/7 Power Washing Notice. I have not received any emails about my reports of the upstairs tenants disrespecting (one in particular...the "stomper") us tenants downstairs. No one has called me about it. Let me emphasize, I have reached out numerous times over the months using various means: email, through their portal, via messenger (the businesses' Facebook account), and numerous, numerous times via the apartment portal. No responses....none.The upstairs tenants say:__NO: "Our team has reached out to Ms. ****** after most, if not all, complaints were relayed to our staff. One of our team members in particular would email and/or call to let her know that we want her to be comfortable in her own home and that we would address it with the upstairs neighbors. We asked her to keep us updated on the state of the noise and if it was getting better."__ I CALLED STATING IT WAS NOT.__IT DIDN'T WORK: Our team members would then email or call the upstairs neighbors as necessary letting them know of the complaint and to remind them of our quiet hours. __THE ONE "STOMPING AROUND UPSTAIRS AFTER 10PM" (whenever she is in her apartment) knows she is loud. Her steps are like an elephants. That needs to stop. It even scares my dog. "The tenants are afraid to get evicted?" Why do they continue to be loud? Why are they loud after quiet hours? Why is the apartment next door to me (right up against where I sleep after working 6am-9pm) watching a movie so loudly yesterday around 11 pm? I assure you, no one is trying to be quiet. Also, if they were quiet there wouldn't be any complaints. RESPECT OTHERS AND THE RULES. Why is that so hard for this generation and many other?It is the "businesses'" obligation to send out notifications about: respecting others, following the rules, respecting 10 pm quiet hours, and penalizing those who fail to do so. Consequences should be placed on those who are not following the rules. None of that happens anymore. The management that we had was on the ball with all of that. The people below me had tons of people living with them, they left for long periods of time, and would leave their dog all alone for those long periods of time. I reported it to the office, they looked into it and they took action. The tenants had to leave.  Upstairs is scared because they are still noisy....again, mostly the one female who walks so loud. Put slippers on or something. Respect the rules. It is an easy concept.I am glad that "the person" and the "VP" whoever they are (I would love to talk to them) are happy and agreeable with the teams assessment of the issue. That statement right there speaks volumes about how my complaints are not valid and how reprimand and consequences no longer have a place in the lives of our young generation. This is why they are the way they are. I am blessed to have two very respectful young men who as well question your handling of this entire issue. You all are now given your win despite dishonesty. I refuse to waste anymore energy on a one-sided, obviously biased outcome. Things will just continue the way they are and we will continue to not matter. There won't be any need from this point on to "email" me. One last thing.....the push for a conversation and making my refusal to meet as being uncooperative when again, not following the rules is something for them to bear. They need to respect others. This is on them and no discussion is going to make that happen. They need to make changes within themselves. They weren't raised they way they should have been OR they just don't know what respect is.I will be so happy when I leave. Ever since school has started back there is trash every where, the breezeways are disgusting, the dumpster has debris (glass, rotting food, bugs) all around it (unsafe), people FLY down our roads in the development, flying over speed bumps, loud music is played, and tenants who have lived here for quite a while are leaving. I sent an email via the portal about a suspicious man with a winter coat on, with the hood up, in 90 degree weather, who was looking into cars. I took at least 4 photos of him. I offered the pictures if the office wanted them. The man looked very suspicious. I never got a response. A week after I reported the suspicious man to the office there were once again car break ins. Also, my friend, who just moved out of here for noise reasons, management, etc., saw a suspicious man about a month after the man I saw. She reported the man and so did another tenant who lived downstairs. The tenant downstairs reported that she was being stalked by this man. These reportings were never addressed. I just pray things get better for others. I thank the BBB for engaging in complaint resolution. In this case there really isn't one. I am done.