ComplaintsforAbbey Residential Services, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was promised a refund in the amount of $150 by the property business manager Ms. **** over 3 months ago and still have not received any payment. I have contacted her repeatedly about the issue and was told a new check would be sent to property office from corporate office for pickup. She has stopped answering my calls and won't contact me to rectify this issue. I received paperwork saying that I'm owed the refund but have not received my check.

  

  Business response

  07/02/2024

  We apologize for the delay in this matter as the initial refund check was returned to us - we have reissued this check and it is in route to the property. The Regional Manager has reached out to you to provide this update as well. Best regards,

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Abbey at Energy Corridor in *******, **. The water gets cut off about 4 times per week for hours. I have had very very little water pressure 95% of the time. It trickles out of the shower and I can barely wash my hair. I have had the roof leak and mold grow on my ceiling. They finally patched it up but the maintenance people who did kept trying to come in during the times I said not to come and I was asleep. I kept setting up appointment times for them but they never came during those hours. There is mold growing all over the air vents. I try to clean it off but it just comes right back. My neighbors smoke marijuana every single day and it seeps into my apartment and smells so bad and aggravates my asthma. I talked with a lady in the leasing office and she said to me "It's their right to smoke in their own apartment". I told her its marijuana and it's actually illegal in this state and she still kept telling me that it's my neighbors "right". This is a no smoking complex so I was upset over this employee's response. The utility bill for my 1 bedroom apartment was over $250 dollars for the last few months. Their excuse is that the city under billed them?? I think there is probably major leaks and they are making the residents pay for all of it because they refuse to fix anything properly. In the units I share walls with, when someone moves out they re-varnish the tub and it smells so bad like very strong nail polish. I witnessed every maintenance worker go in and out of that unit with no gloves, no mask, no respirator. The varnish smell is so extreme it caused me to have an asthma attack. I'm honestly afraid for those workers and me. Being exposed to these fumes and me having to sleep in it is frightening. I have complained to the leasing office but they basically tell me I'm crazy and only say "sorry". They refuse to fix anything.

  

  Business response

  05/21/2024

  We appreciate you reaching out and discussing your concerns. As it relates to water outages the only time that will happen is if there is an emergency but there has not been a time in which it's happened as frequent as was stated - the next time you are experiencing water issues please contact the office or enter a service request so that maintenance can address the matter as it may be something isolated to your unit. We will address the windows being left open with our vendor as they do normally leave them open when resurfacing a tub. Maintenance does their best to accommodate specific time requests but due to the large volume of requests for the property, setting appointments is not always feasible.

   Also, we can send a notice out to your building regarding the smoke smell or if you could provide the specific unit we can address directly with them.

   We would like to prioritize the items that are outstanding and would appreciate if we could enter without the request to call prior to. Our maintenance supervisor left a voicemail and if you could get back with him that would be greatly appreciated. Best regards,

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been waiting since 1/29/24 for a working washing machine.

  

  Business response

  05/03/2024

  Hello and thank you for allowing us the opportunity to address your concerns. In researching we did confirm you are pending a replacement washer machine and we sincerely apologize for the delay as the washer machines have been on back order. I can confirm at this time that your washer has been ordered and there is normally a 2-3 week timeframe for delivery, so yours should be arriving within the next 1-2 weeks. Best regards,

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My lease was from 10/15/22 to 01/16/24. I gave a notice to vacate on 11/02/23 which was at least 60 days notice which is required. Instead of accepting my letter, the property staff had me to complete a Move out form. I completed the form and was told I could move out early as long as I paid the prorated rent. I paid $653.03 on 12/27/23 which included the prorated rent and the water bill. On 01/17/24 I received an email that said I owed additional money for a month to month rental. I had already paid the total prorated charges that I would have paid in January. I didn't understand why I was being charged a month to month amount. I just wanted to be done with this place, so I paid the amount of $131.22. After I paid the amount 01/1824, my balance was $0.00. Today I checked and now it shows I owe an additional $174.98. It looks like they're charging me for the prorated charge again. They keep adding charges, when I've already paid everything in full.

  

  Business response

  01/22/2024

  Great day to you, we appreciate you expressing your concern regarding the move-out process. About the form the onsite team required you to complete as you delivered your Notice to Vacate letter, that is our formal document to help gather all pertinent information and to better file said information to your account - I do apologize if the reason for that wasn't explained to you. As it relates to additional charges that *** have shown on your account those have been addressed as it only showed on your end due to an oversight in not moving you out of the system. Our onsite team will be sure to get back with you once the final account is completed, but as mentioned in our previous conversation, please feel free to contact me directly if you have any additional questions. We thank you so much for being a valued resident over the years and wish you all the best moving forward.

  Customer response

  01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have checked my account history today and it indicates that the the balance is $0.00.  Unless my interpretation of the history is incorrect, I consider the matter to be closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My sister and I lived in these apartments in 2022-2023. We never received a move out statement by mail and had to call and find out we were wrongfully charged $806.53 for carpet replacement after moving. I have emailed several times asking for picture evidence of carpet damages totaling to that amount and received no response. One of the bedrooms had a king sized bed and a 8X10 rug that took up majority of the ************, so the claimed damages are impossible.

  

  Business response

  11/21/2023

  Thank you for reaching out and allowing us an opportunity to address your concerns. We were able to review the photos and are in agreement that the charge was not warranted and have adjusted the account accordingly. Someone will be reaching out to you directly with a copy of your final account statement.

  Customer response

  11/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ceiling leak sing into bedroom, problem was at 700am, called and placed work order, its **** am still no fixed to my problem.

  

  Business response

  08/16/2023

  The leak was resolved the same day it was reported, and the sheetrock was repaired two days later to allow the sheetrock to dry and ensure the leak did not return. We've spoken to the resident and confirm this issue no longer exists.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I place a work order for Air Conditioner Filter, On Friday her it is Wednesday no filter. Always an issue with completing work orders in a timely manner.

  

  Business response

  05/19/2023

  Hello, we do apologize for the delay in replacing the air filter and want to assure you that this is not the experience that we want you to have with our community. It has been confirmed that this matter was resolved by our onsite team on Wednesday and the Regional Manager has provided you his direct contact information if you have any additional questions or concerns.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Toilet leak in unit tried getting in contact with main office for repairs, they sent out a carpet cleaning service 4 days after leak when carpet was fixed carpet was not replaced only shampooed! Called corporate number that was provided and still no answer. Went to front office ****** that works informed me they would walk property to see about issue and that has not happened yet. My bedroom is starting to smell like mildew and mold may be present which is a health risk.

  

  Business response

  03/03/2023

  There was a sewer backup that occurred during the weekend in question in which there was an error in communication between the vendor, and the onsite team to ensure the pad be replaced along with the carpet shampoo. Once being notified via the complaint the vendor was sent back to the unit and the pad has now been replaced.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The power was cut off in my apartment New Years Eve , I spent 4 days in a hotel due to no power, I reached out to the apartment and made several emergency requests and no response. When I went in the office on the first business day I was told my situation was not a priority and couldnt be addressed by a manger because they weee in a meeting

  

  Business response

  01/05/2023

  In review of this matter and the information gathered we were not able to validate the resident's power being out on 12/31/2022. While researching the resident did not submit a work order via the portal, nor did we find any messages from the on-call emergency service. Once we received notification of the issue, maintenance responded and found the breakers were in the "off" position - maintenance switched it to the "on" position and the power was restored.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am living at the Abbey at Enclave. I have been been a resident for over a year. I have been exposed to highly dangerous chemicals from the apartment below. They are resurfacing the bathroom and the fumes are very strong and toxic to us upstairs. We woke up to headaches and felling of nausea. It was so bad we had to close our vents. Unfortunately to the freeze that's coming to our city we will need to open our vents and use our heater later. We went to the office to express our concerns and all we got was disregard from the business manager, *******************. She told us it was nothing we could do. I told her I had to take my daughter to the doctor and she proceeded to ask me what did they say. I was in utter belief. I called a number that was given to me by them which is suppose to be corporate at ************ and spoke to ****** who assured me he would take care of this. I have pictures that show proof that all of the vents were removed from the downstairs unit and this may be why we are able to smell the toxic fumes upstairs. Unfortunately, we will have to get a room tonight. I am disgusted with this property and I will never recommend them to anyone.I have attached images from the mold that was in my bathroom and proof of the downstairs unit.

  

  Business response

  12/22/2022

  After reviewing this matter and discussing with our vendor, the unit in question was being primed in preparation of it being painted which is taking place today. As per our phone conversation and at your request you wanted to make sure that you all would be able to utilize the heat in expectation of possible freezing temperatures, which I left a voicemail informing you to contact the property once you arrive this afternoon so maintenance can assure you that you'll be able to turn your heat on this evening. I do apologize for any misunderstanding on what may have been taking place in the unit below you.

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