ComplaintsforThe Arch

• Initial Complaint

  09/09/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  This is has been a terrible experience.August 11 2024 was college move in day. The apartment was a mess.Maintenance and Management is absolutely terrible. I have repeatedly placed several work orders only to get a email confirmation stating the request has been ************ son has had a water leak for a week now. I have called multiple times I have put in multiple work orders. One of the roommates fell and hurt her leg from the water from the leak. The kitchen light fixture was not put up properly and fell on this child head. Its been over 2 weeks that I Spoke to ***** the regional manager unsure of his ****** which assured me that all of the request would be handled. The light cover is still sitting in the same place . I am still waiting on new fridge bc the freezer does not close tight missing rubber piece and has two holes in the freezer. The food does not freeze well. I have yet to get an update after I was told the fridge would be order the next day and that was told to me over two weeks ago. This has been nothing but a headache and full of frustration that you are a paying customer and get treated like trash and constantly get lied too. The property manager ***** avoids my calls she claims to be in meetings her entire shift or she works from home but never follows up. I am very unsatisfied with maintenance and management. I just want the maintenance request to actually get answered. Very unhappy customer.

  Business response

  09/26/2024

  I have spoken with our maintenance team regarding this specific apartment on several occasions regarding the different work orders placed. The person submitting this complaint is not the resident living in the apartment, rather the parent of the resident. After move-in day, we received complaints from this parent regarding the furniture and the laundry room shelf. Those concerns were rectified immediately. The leak that is being referred to was from grease being placed in the garbage disposal. Maintenance had to use a drain cleaner that had to sit for the grease to be removed which had to sit for a certain amount of time before they could proceed with the repair. In the meantime, the residents were asked to refrain from using the sink while the repairs are taking place. While we are sorry that the light fixture's cover fell, it is plastic and light enough to not cause any harm. Maintenance has confirmed that the fridge does not require a replacement, as it is functioning just fine. There is a cosmetic issue inside the freezer, but otherwise the gaskets are good it is functioning as it should be. We do replace appliances for simple cosmetic issues. I have spoken over the phone with this parent on two occasions and they did not allow me to speak or attempt to rectify the situation, rather they made it personal and accused me of lying when I have been unavailable to speak over the phone previously. I did actively listen on these phone calls to the concerns that were being expressed and my team took immediate action to resolve those. As this response is submitted, the only outstanding maintenance request is for the light fixture cover, which we are waiting on an order to come in to replace it. We do apologize for the delay on the cover for the light fixture. If there are further concerns that we are unaware of, I am happy to help resolve those as soon as possible and I can be reached directly at ************************************* Thank you. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter is beginning her send lease at this apartment complex. We get charged random fees multiple times and there is no one to talk to. Calls do not get returned and emails do not get answered. Repairs are not made and the general upkeep of the whole property is not done. I am now for the second month in a row being charged an annual fee. There has also been an issue recently with workers letting themselves into her apartment without announcing themselves. I am concerned about my daughters safety and frustrated with the constant fees.

  Business response

  08/14/2024

  To Whom This May Concern,

  The Arch **** is currently under new management as of August 6, 2024. We are actively and tirelessly working to ensure the property is upkept as far as trash, landscaping, and unit conditions. Since the new management has taken over, we have reconfigured our landscaping contract as well as our agreement with the trash company. We are continuously working to bring improvements to the property each day. We are currently working with maintenance to install new pet stations throughout the property and maintain the cleanliness of them each day. 

  Regarding fees: All fees are listed in the Lease Agreement which is signed by all parties, both residents and guarantors. Additionally, residents and guarantors have access to the Lease Agreement 24/7 in the Resident Portal. The fees mentioned in this complaint were annual utility admin fees, which are listed in the Lease Agreement. I have reviewed this specific leaseholder's ledger and have found all charges listed to be correct. We will continue to enforce the lease agreement with all residents as well, to prevent future issues from occurring. Some examples of this include leaving trash outside front doors, unregistered pets, housekeeping, and regularly completing unit inspections to ensure units are up to standard. 

  We apologize for the conditions in which this property was previously left, and assure you that Management is diligently working to address all resident concerns and complaints. 

  Thank you for your feedback. We appreciate your continued residency with us, and hope your time here at The Arch is enjoyable going forward!

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There has been an ongoing issue with the ** unit since occupying the apartment which causes the utility bills to be 500 and ******. The apartment manager has be notified and stated was attempting to fix the issue and offer compensation but they keep avoiding my calls.

  Business response

  12/15/2022

  There are no work orders in our system for any prior AC issues in this unit. I have been courteous in reaching out to our utility billing provider to ensure that the resident was billed correctly, although this is the resident's responsibility and not the community's. I have spoke to **************** to the extent I am allowed because she is not a leaseholder or guarantor for a lease at our community. 

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