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:05/21/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Landlord charging exurbanite amount with misleading lease end terms.Moved in 8/1/2024Sent pictures to landlord requesting pest control on move ***** action was taken on leaks until 8/30/24Multiple repairs not done with more than 10 open tickets in the *** Portal.******* ******* reaching out to water company regarding leak not being fixed.10/1/24 Follow up with maintenance asking about list of pest control and other items of concern.******* ******* discussing usage with *** team. Leak affecting neighbor in 2025; city called.Left voice mails for local *** team. Had to call and escalate to regional level get a leak contractor onsite.Leak not fixed and current yard and neighbor yard now with tons of dirt and no resolution as of 5/20/25.Reached out to *** team to find out about lesser lease time Current contract is only one year and ends 8/1/25. We reached out proactively to find out what option of lesser lease time: landlord never mention that fee was more than 103 dollars.Upon decline of short term lease; landlord advised we would owe 4000 which we have not ever been told directly by team.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  08/01/2024.01/07/2024 $1610 rent for to Krs Dear KRS,As my family and I enjoyed moving in the rental property in August. With no problems until the weather approach, it started getting cold outside the inside the house started to change we put in a request for the bathroom and kitchen sink. The first bathroom sink maintenance came out to fix it as well as the kitchen sink. The second request spoken with the maintenance man about the sink. I figured the maintenance is the owner of the property talking with ***** . I see he does not like to hear about things he need to repair. I told ***** maybe the sink is stopped up because the pipes are cold. Yes, the bathroom sink was working well when we moved in the pipes getting cold and the water doesnt drain down sink slugs are coming up out the sink in the bathroom. I did everything I could is pouring hot water with bleach down the sink. Its just a plumbing problem that needs a perfect professional contractor service quest of tub paint coming off when were bathing caulking is coming from around bathtub with black mold around it. Attic door is falling. We spoke with ***** about it the day he came out to fix the bathroom request. ***** told us not to enter the attic, as we are renters of the property we should have access to the attic. We also told ***** air was coming from the attic. ***** came on December 8 at 9:30 AM to place the turbulence on the roof. He was out on the roof for about four hours on December 8 at 1:08 PM. ***** informed us that the turbulence vent installation is completed and that he would try to set up an appointment with us the next week to have someone come by and take a look at the tub December 9 1225 ***** said he spoken with a company about repairing the tub ask what dates are available I said Wednesday would be just fine ***** said the company will be there at 9 AM. ***** also said the process takes about an hour. The company came out at 9 AM Monday, December 18 to repair the tub.

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 a rental property in ******* **. managed by KRS holding company of Richmond ******** . I have been doing this business with kRS for about 3years now. To my surprise, the RENT for October 2023 $1461.60 was not paid *** told me that someone called them to change and divert my RENT to their account somewhere in *****. I have no idea about this neither do I know anybody in the **************. I am so surprise how they let this happened , I have never changed my bank nor my account since KRS have been managing my rentals. They said they were doing investigation that could take 6months before they pay this rent. It has been 6months now, nothing is paid yet. Therefore, I need your BBB help to investigate and recover back my money.Thank you

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 filled out an application and got accepted for an apartment and ************* the property manager Miss ***** gave me a call and told me I can bring my $500 security deposit. I gave her the the money order for the deposit on November 22, 2003. She told me that the apartment will be ready in two weeks the day I went to move to the apartment it was not ready yet so I could not move in because they had not had the apartment ready, so we scheduled for another date and when that date came I asked her for an extension because my car had went and I needed to get my security deposit back so I can get a car to get back-and-forth to work. She told me that I couldnt get my security deposit back because I waited too late to move into the apartment, but I never signed anything and she never showed me anything that said that if I do not move in that they keep my security deposit so I asked her and she gave me the email to her boss. I emailed her boss twice and never got a response. I called her on February 27 and asked her about the refund and I told her that I would contact the BBB and do it the legal way if her boss doesnt call me back I was nothing but polite and professional to her and then she text me back saying that shes not afraid of my threats which I never threatened her so I told her she must be feeling guilty about something because I never threatened her so I just want my $500 deposit back because Im not able to move in the apartment

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 just moved into this apartment complex and I was offered and approved for a 4 bedroom. She gave away my approved apartment to someone else just to move me into a ***** filled apartment. Now ****** is telling me that I have to pay $2467 to break the lease. This apartment has ROACHES. I stayed in Windsor Court for over 3 years and never had these pests. This property manager failed to inspect this property before allowing me to move in. I wasnt allowed to view the property until the move in day and I had to pay the entire $995 and get the key to the apartment on the 19th. Mind you, I work Saturday Sunday and Monday. My first night living there, theres roaches coming out the vent in the bathroom. After spraying the vents with Bug spray. I look further to see the previous tenants (8 of them used to live inside of this 3 bedroom apartment) they dumped candy down the vents. I immediately reach out toe ****** and nobody from management has sprayed this unit. *** spent over $60 in ***** products and another $60 this past weekend because I have to bomb the apartment twice Saturday and Sunday while Im at work. This has caused me emotional distress. I have 2 children and I am a single mother. I should not have to pay a Single dime due to her lack of intelligence and she doesnt know how to properly maintain a unit or inspect it. Nobody from maintenance has cleaned out these vents. I used a knife to close them. They are filled with Boric acid. I have the entire apartment FILLED with boric acid due to seeing roaches every single day. I should NOT have to pay for breaking this lease because KRS holdings promised a clean apartment. Im tired of killing roaches every single morning and night and I live in FEAR before I go to bed. Theres boric acid all over my apartment. This was her job to inspect this unit before. She didnt show me any pictures and I could not see this apartment BEFORE moving in which sounds ILLEGAL. Please help with legal services.

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Lease started August 11, 2022. Upon arrival, many calls have been made to maintenance regarding all the upkeep of the property inside and out. Dead bugs (roaches, spiders ants etc) have been painted over and into the walls, as well as any trash that hadnt been cleaned prior to painting. Baseboard heaters are outdated, rusted, repainted, and not properly sealed. When maintenance is called, I have witnessed on many occasions where they are taking things ( closet polls, ac window units) from one apartment to fix the next. There have been including the current manager a total of 4 different property managers, who have been contact via phone, in person regarding issues whom have all said they would address the issue, but nothing is truly done. You have to call multiple times to even get maintenance to even show up. There is mold and mildew everywhere and just painted over. All of the buildings common areas are cover in bugs, webs, nests or hives. The dumpsters are always overflowing, with trash surrounding it and scattered everywhere else. Bushes, shrubs, trees over taking property. The machine in the laundry room are either always full, or broken.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a vehicle the week of feb 12th. I have contacted my local office at my apartment complex in regards to a parking pass but every day I came to the office during operational hours no one was inside. I would call and leave messages and no response or call back. My Jeep was towed and I had to pay a total of $361.38 for towing and a Lyft ride to pick up my vehicle. When I finally spammed several voicemails and a tent and service request in this regard I finally heard back after calling several times on Monday February 20th. I slept in my vehicle overnight to avoid it being towed again. To only finally hear from my apartment management that we do no do reimbursements for any reasons. I asked if the price I had to pay could just be removed from my rent and they did not care what so ever. The management even recognized that they have been short handed and that many people have came to the office to only be turned around as the site was closed. Please speak with my apartment if possible. I just want a simple resolution that I feel is deemed valid. This does not have to be messy but I shouldnt take a loss when I applied by all the rules given. Up until my conversation Monday with management was I informed we can park on the side of the road and not be towed.

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 paying KRS holdings to manage my property at **************************************************************************. I have had a horrible time hearing back from their representatives and getting accurate information. I have an outstanding work order from April/May 2022 from my tenant that has still not been resolved. I asked for a quote for services from their maintenance manager and I have received none. While I pay for their services to manage my property, I feel I am not getting any money's worth. There is only one employee who has been willing to return my calls consistently, and while she is doing everything she can - it's not fixing the issue. I want KRS to notify me before I have to chase after them about overdue rent, overdue work orders, and overdue requests for information, which is every single time I've contacted KRS asking for information. I want the maintenance order fixed. I asked ****, their maintenance manager, for a quote five months. He was rude, and I still don't have a quote. Despite numerous messages and voicemails, I'm not getting calls returned. Further, my tenant is still overdue for rent from July, and I told them NO MORE PAYMENT PLANS - which has not been honored. This tenant has been overdue on rent four times in two years, and I still am not current on my rent.

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the cosigner for my son's apartment in building 10 *************** unit 207 in Richmond ******** under ********** of ************************** Richmond ************************************************************************ phone number **************. He is a Student at ***. He has been in the apartment for a year and there has been a persistent building cockroach infestation issue, the exterior door (rear of building) is never locked, garbage is collected in the hallway, dog f**** is generally in the hallway, the refrigerator needs to be replaced (per appliance repairman) and is not fully operational. The unhealthful/unsafe conditions have made it impossible for my son to live in the apartment for the past month. He has developed respiratory issues from (what I assess) mold and cockroaches. Regarding the unsecured door, his female roommate was followed into the building by an aggressive man who she assessed had a weapon. My son, his roommates, and I have reached out to ************************ dozens of times via-email and telephone to no avail. They did attempt to remediate the cockroach infestation by sending an exterminator through each building unit; it hasn't substantively impacted the issue. The ********** of this building is reprehensible and in violation of 55.1-1230 on so many levels specifically, maintenance of a fit and safe premises.