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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have had outstanding maintenance requests that have been unaddressed since upon move in almost a year ago, some of which we've submitted more than once, and some of the requests we submitted online to the apartment maintenance request site were erroneously marked as closed cases. We also have called the front office throughout their business hours and gotten no answer, and also left a voice message on the maintenance line and received no response. Further, we've emailed the request info and gotten no response from the office/manager/maintenance. Just like other renters have stated on the ****** reviews we've read and here on BBB, our repairs have also always taken a very long time since we moved in. Items that haven't been addressed yet since our original move in inspection include: unsightly water stains above a ceiling fan in our dining area, a missing top drawer in the kitchen cabinet, where we should be able to store our silverware, and a strangely mis-mounted ceiling light in the kitchen (you can see ceiling paint outlines where the light should have been mounted) which has moved the light fixture into the way of us being able to open our kitchen cabinets fully without hitting the fixture, risking damage to the light, both cabinets, and a safety hazard for our family. Recently, when we needed our broken air conditioner fixed, while maintenance did arrive to address the issue, they left us with the thermostat wall unit hanging out of the wall, leaving a gaping hole behind it. We've since submitted another maintenance request for them to come finish what they started and repair the wall now. The negligence is ongoing.To make matters worse, when our senior mother went to the front office to make requests to the manager, she was treated rudely and told she needed to submit her requests online. She does not have a computer and is not in the tech savvy generation. A few days later, our car was keyed. Unfortunate series of events that makes it hard to not feel like we are experiencing anti-Blackness. We like many things about living there, but the treatment from management and the disregard is offensive, poor taste, not classy, and definitely not professional.
Business response
03/29/2024
Dear BBB,
We talked to the resident, Ms. ****** on 3/26 and all maintenance items have been completed except the ceiling painting which will be scheduled with a vendor, ***********, this week. The resident was thankful that the maintenance items were done and looks forward to the completion of the ceiling painting by the end of this week. I let her know we will follow-up with her on Friday, 3/29, to make sure all items are done to her satisfaction. We apologized for the delay in not completing the items earlier and thanked her for her residency at Rancho Hillside Apartments. Photos of the completed items will be sent to the BBB info email.
Update 3/29 - Our painting vendor, ***********, is scheduled today to complete the painting of the ceiling areas. We spoke w/Mr. ***** and he was grateful we took care of his maintenance issues. He said he likes living at Rancho Hillside and he will be staying with us until he buys a home.
Customer response
03/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Rinday Keemp
Initial Complaint
10/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I applied for an apartment here in September. My move in was Sept 26. Nothing was done prior to my move in. The apartment was dirty, maintenance did not complete what was supposed to completed prior to move in. I have been going back and forth with the leasing office to get my maintenance issues resolved. Im a worried there is water damage and mold. No one wants to take care of my maintenance issues that should have been addressed prior to my move in. I get the run around from everyone and feel like I am being attacked verbally and treated unfairly for issues that should have been resolved.Business response
04/04/2024
Dear ******************,
We appreciated your residency at Rancho Hillside Apartment Homes and did our best to work with you to accommodate your needs. We wish you the best for you and your family.
Sincerely, Rancho Hillside
Initial Complaint
03/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have outstanding maintenance request for two months and no communication from the office on when repairs will be made. There is water coming in our apartment from a leaking window. Repairs have always taken a very long time since we moved in.Business response
03/16/2023
Our apologies. Maintenance and property have been notified to expedite ***********. Thank you for reporting.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.