ComplaintsforGaines Investment Trust

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st I wanna say that Pavilion at ******* has been the worst place Ive ever lived in I moved AZ due to my job and I came a week ahead so I could find a place for me and my girls. I came across ******** at ******* and it was a great spot for us due to the school being 2 miles away from the apartment. July 29, ******************************************************************* well that wasnt the case I was told I couldnt move in until after 5pm and that my window was broken so they had to order a new window and I asked about moving in because I wasnt informed that I had certain time to move in then I was told that the person that was helping was new and she was still in training and that she apologized on her behalf, so ok I get moved in no problem well it was a big problem but I got moved in in the dark and after that months go by then finally a year comes up and I finally got to see the new people that were there not once did I get a email saying we have new property manager etc so Im like ok so I started receiving emails constantly about water issues every day or every other day/week our water was off over 7-8hrs it was ridiculous to have to go through this then May 21 a day before my daughter graduation the water was off and I just got back from picking up my family from the airport so now I have 8 people in my house that couldnt take shower since I picked them up from the airport @ 945am and the water came back on at 935pm. Move forward after my daughter graduates from high school I have been informing them that I will be moving out they kept saying I couldnt move out unless I agreed to pay $2236 to move out which I didnt do so now I moved out June 30th and I spoke with them letting them know that I have moved they emailed me asking about payment plan I said yes and asked to speak with the person thats tell her this and she told me that she could pass the message after I asked to speak with them on my behalf Its more I need to speak on about this issue

  Business response

  07/31/2024

  Hi ********,
  We're sorry to see your comments and hate hearing about any negative experiences in our community. We will gladly investigate your request and will be in touch tomorrow. 
  
  Kind regards, 
  Customer Service 
  ************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my apartment for the better part of 2 months now, to treat the mold and water damage that developed after a storm, but they keep insisting it has been resolved, despite new mold growth after their initial treatment, repairs left incomplete, and my health rapidly declining due to the quality of my apartment. I am constantly fending off allergies to the point where it developed into 2 separate sinus infections and left me vulnerable to the flu. Medical treatment for this alone, has been expensive including medications, doctors visits, and time off from work that I otherwise would not have had to contend with. I have also been grappling with displacement. I spend as little time at my apartment as I can, and have had to stay elsewhere on multiple occasions now due to issues. Living the way I have been is absolutely unacceptable. I have no ability to use two of my rooms that I am paying for because one is the affected room, and the other is my living room where everything from the one room got moved. It is putting a lot of stress on me and my dogs because we need that space. I cannot put any of my belongings back into the room until they treat it properly and address the crumbling wall that is rotted out. Most importantly, even outside the mold, the initial issue they set out to address was not addressed. No one looked at my bedroom window, just replaced the water damaged rotting wood panel that indicated there was clearly a compromise somewhere and painted over the water spots. The drywall around that window is still squishy and crumbling. I from the start said the entire thing needed to be replaced, especially after finding mold within the wall where the water was running in from. Instead, it has just been spackled and repainted sealing it in. Despite being the other side of the damaged wall, no one looked in the closet and there is still rotting baseboards in there, and likely mold within and under the paint.

  Business response

  07/31/2024

  Hello,
  We're surprised to read your comments and will quickly investigate your concerns to ensure proper action is taken.  We are dedicated to ensuring your comfort and happiness in your home. You will hear from someone today with an update.
  
  Regards, 
  Customer Service
  ************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with IQ ****************** IN. I do not have a contract with IQ ****************** IN, they did not provide me with the original contract as requested.

  Business response

  07/17/2024

  Hi ****,

  We're sorry to hear you disagreed with your move-out charges. We will gladly investigate further to ensure accurate billing with IQ Data. Someone from our team will be in touch after further review. 

   

  Kind regards, 

  Customer Service

  ************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 7, 2024 For the past approximate month, my niece has been working with one the residential properties in ****** (Pavilions at *******) Gaines Investment Company manages. I agreed to co-sign for her (because they told her she needed a co-signer) although she makes enough monthly as requested by the management company. I provided pay stubs, employment verification, and they screened my credit. The property told my niece everything was good, so she paid the $100 cashier's check requested. However, I then get an email wherein this company is requesting access to my bank account for my bank statements. I said I am not comfortable doing this and will send them my bank statements (redacted of course). THEN, I find out Gaines wants mortgage statements, which my husband and I refuse to provide as our personal home is fully paid for and not connected to my niece's apartment rental in any way. I am filing this complaint because I believe Gaines Investment is deceptive in its business practices and should refund my niece all her money ($50 for her application, another $50 for my co-signer application, another $100 for the initial deposit).

  Business response

  06/07/2024

  Hello,

  We're sorry to hear your complaint and will investigate this matter further. Please note that our rental requirements are outlined in the Rental Criteria document that was signed at the time at the time you applied. However, we're sorry for any confusion or inconvenience regarding these requirements. Someone from our team will be in touch to review your concerns after further investigation. 
  
  Kind Regards, 
  
  Customer Service
  ************

  Customer response

  06/10/2024

  The rental requirements mentioned nothing about access to the **************** account, needing **************** statements, needing access to Guarantor's mortgage information. After all the hassle, the apartment to originally be rented to my niece was changed to a smaller apartment and company wanted more deposit money from my niece. This company needs to get their ducks in a row before requesting proof of income, employment verification....access to bank account, bank statements, mortgage information is excessive. This is a rental, not a purchase.

  Customer response

  06/28/2024

  I am not going to attach the redacted Lease Agreement but I am willing to withdraw my request for a refund. However, I have since found out that the Property Manager did not believe my information and asked for more of an "investigation" into the company I work for. What kind of business practices are these? After you have my social security number, my pay stubs, an email from the President of my company......Very poor business practices from a California owned company!

  Business response

  07/25/2024

  Hi ****,
  We hate to hear you were inconvenienced or upset by our approval process. We will gladly investigate your concerns to see where we can improve our processes. Our Community Manager will be in touch soon to address any outstanding concerns you might have. We're glad to have you as a valued resident and hope to improve your experience moving forward. 
  
  Warm regards, 
  Customer Service
  ************

  Customer response

  07/25/2024

  I feel as though Gaines messages was simply a form letter. There was no individuality to it. Not very caring. If you really paid attention, you would know that I am NOT THE RESIDENT, but a guarantor.

  I feel violated that you required my mortgage info and you wanted access to my bank account.

  I understand you have been "burned" by past guarantors, but how do you decide which guarantors require additional research. How can it be that a great credit score and paystubs not be enough?

  I am unsure how you can rectify or validate your actions/process. Therefore, I will accept the next response from Gaines, but please double-check your "best business practices."

  ****

  Business response

  07/25/2024

  Our apologies. Thank you for applying as a guarantor for your niece. We understand your concerns and will use your feedback to see where we can improve. 

   

  Thank you,

  Customer Service

  ************

  Customer response

  07/26/2024

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put initially put in a service request or my dishwasher in January 2024. Ater maintenance claim the problem was "fixed" I attempted to use the dishwasher the same day. I didn't notice a difference and honestly I don't think they even visited my apartment. I put in another request in March. I received an email stating the dishwasher needed to be replaced. that was a month ago. I haven't received any updates regarding the status of the dishwasher replacement or anything.Since this is an amenity I am paying for I expected them to do better regaridng the repair/replacement. Also I've been here since may 2023 and my air filter hasn't been changed. Air filters are supposed to be swapped out every 3months or 90days.

  Business response

  04/14/2024

  Hi ******,

  We are so sorry to read your complaint, but thank you for reaching out. Someone from our corporate team will be in touch with you tomorrow to discuss further help to resolve your concerns.

   

  Thank you,

  -Gaines Investment Trust

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My original lease end date was 12/15/23. I provided notice prior to the 60 day request per my lease agreement. The previous office manager asked that I move my lease date to 12/17/23 since they do not do move outs on certain days. I caught COVID and advised the office on 12/16/23 i had stuff in the unit still - due to covid my movers could not proceed with moving me. No request for an extended move out date - no request for a month to month lease agreement - what was understood was my lease was completed and clearly I would have move out charges for the items left in the unit. With being contagious the keys were not turned into the office. There were no directions on where to put the keys - or leave them to not pass COVID to any of the office members. I left the unit 12/16 and did not return. Received call/VM in January that an abandonment would be posted - i called and questioned why. I left the unit and know that moveout charges will apply but was told they would be mailed to me. The previous office manager canceled my written 60 days notice for no reason and put me to a month to month agreement with no indication to me. once i received the moveout charges it had extensive fees that do not apply. I went in person to talk to the previous manager and recorded our conversation she confirmed she should have told me where to put the keys and did not.. also said she would work with removing certain fees from corporate and would help set up a payment plan to make payments to satisfy what was fairly charged to me. She left and there is a new manager now that is out of the loop. Corporate as well is out of the loop and now saying I owe ********. I emailed letting her know any fees added after my lease end date is not accurate. I agree to the moveout cleaning charges and utilities for December 2023. I have reached out numerous times, called and left voicemails and still no response. I am being iced out so they can report this ridiculous amount on my credit.

  Business response

  03/22/2024

  We are very sorry to hear of your frustrations and what sounds like less-than-ideal communication with the property level team to discuss your concerns. A representative from our **************** will be in touch with you directly next week to discuss in more detail and help to provide resolution.

  Take care,

  -Gaines Investment Trust

  Customer response

  03/26/2024

  never received any calls, any emails or any type of contact to resolve this issue. Just continued lies. 

  Business response

  03/27/2024

  ************,

  A member of our executive team has messaged you directly seeking to help resolve your concerns. He will connect you with someone from our corporate staff that can assist. 

   

  Thank you,

  Gaines Investment Trust

• Initial Complaint

  02/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my extreme frustration and dissatisfaction with my experience as a resident at *********** in ******, *****. Since moving in on November 27, 2023, my time here has been nothing short of a nightmare.During the leasing process, I worked with ******, one of your leasing agents, to finalize my lease agreement. According to the terms outlined in the agreement, any move-ins after November 27 would have the full amount due at move-in applied to the following months rent. I complied with this requirement and paid nearly $2100 to move in.However, it has become apparent that there was a significant oversight on Alyssas part regarding the total and correct amount due at move-in. Had I been made aware that my move-in amount would exceed $3,000, I would have reconsidered my decision to lease at ***********. Unfortunately, ****** did not provide me with this crucial information.In mid-December, I received a call from your leasing assistant claiming that I owed rent for the month and demanding an immediate payment arrangement. This demand placed an undue financial burden on me, as I had already paid Decembers rent in accordance with the lease agreement. Despite my efforts to meet these unexpected financial demands, I find myself facing eviction proceedings if I am unable to come up with the additional funds before the court date.I have diligently followed all instructions provided by your office throughout the leasing process and fulfilled my obligations under the lease agreement. However, the negligence and lack of transparency on the part of your staff have caused me immense stress and hardship. Despite my attempts to seek rental assistance, I have been unsuccessful in finding support.l

  Business response

  02/20/2024

  Hi ******, 
  We regret to hear that you experienced any miscommunication or if you're going through a difficult time. We will investigate the items mentioned in your complaint, and our team will follow-up accordingly. Thank you for your patience while we review this matter further. 
  
  Kind regards, 
  Gaines Investment Trust 

  Customer response

  02/20/2024

  I would like to have a resolution to this problem

  Business response

  02/21/2024

  Hello,
  We understand you are seeking a resolution to your complaint. Please know that we can't ************** the answer you are hoping for, but we can assure you that your concerns are being thoroughly investigated and that you will hear from the on-site team or Regional Supervisor within the next 24 hours. Thank you for your patience. 
  
  Warm regards,

  Gaines Investment Trust 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/14 I received an email from **************, my current residence and one of the properties managed by Gaines Investment Trust. The email indicated that a holding deposit of $150 was placed on my account because it was not charged/collected when I signed my lease back in February when I moved in. I made an effort to dispute the charge by sending a copy of the front page of my lease, which indicated that the fee was waived/refunded/not a charge I was responsible for. I did not receive a response. I checked my statement yesterday (11/28) and saw that the holding deposit was still there. I called the office, and they said their corporate accountant had seen that the deposit was not charged when my application was approved and added it, and since it was a corporate decision, there was nothing the office could do. I asked if it could be split into a payment plan because I am experiencing some financial hardships, but I was told it is part of my rent payment. The company has a policy that if rent is not received in full by the due date, they will issue an eviction notice, even though my account is in good standing (which I can also provide documentation for). I believe it is unethical to issue a charge for a deposit nine months into my lease that should have been collected once my application was approved. I should not be held liable for an office/entity's clerical errors. I have attached the email correspondence.

  Business response

  12/01/2023

  Hello,
  Thank you for letting us know about your concern. We will gladly investigate the items mentioned to see if there's anything we can do. We will have our on-site team reach out after further review. Thank you for your residency and patience.
  
  Kind regards, 
  Gaines Investment Trust 

  Customer response

  12/01/2023

  Response may be accepted once investigation is complete and resolution is achieved.

  Business response

  12/05/2023

  Hello,
  We reviewed your complaint with our on-site team and have agreed to allow a payment plan as a courtesy for the delay in catching this mistake on your account. Our on-site team followed up to relay your payment plan options. As such, we understand this complaint is fully resolved. 
  
  Thank you,
  Gaines Investment Trust 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently switched from a third-floor to a ground-floor apartment at Mission at La Villita Apartments due to my wife's pregnancy. To my surprise, I received a bill for supposed damages in my old apartment, like carpet replacement and painting charges for $1287.36. We only lived there for less than 7 months, and there were no damages whatsoever. I've got videos and photos to prove it, and even the assistant manager verbally confirmed this during the inspection before vacating.I've raised this issue both in person and through email, but it's been over 50 days with no response from the management. Despite my repeated complaints and inquiries, they remain unresponsive, leaving me frustrated and unheard. The assistant manager's disrespectful attitude towards my concerns is disheartening. They insist on payment without presenting any proper proof of the damages.To add to my concerns, the new apartment has a carpet problem that I reported on day 1, yet there has been no response to my complaints. My pregnant wife almost tripped and fell off(we were lucky nothing happened)Overall, based on this experience, I strongly discourage renting from this establishment due to their poor responsiveness and disrespectful staff and high transfer fee(they charge for application and paperwork fee again).

  Business response

  11/29/2023

  Hi *****,
  We're sorry to hear about your disagreement with your move-out charges in your previous unit. We will gladly review our records and documentation to ensure proper billing. Our on-site team will reach out directly after we conduct this secondary review of your statement. Thank you for your patience while we investigate this matter further. 
  
  
  Kind regards,
  
  Gaines Investment Trust

  Customer response

  12/02/2023

  
  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 but do not close this complaint, will keep you posted regarding the action performed by business 

  
  Regards,
  ********************* *******
  
   

  
  

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/2023 I received an email stating that due to the amount of pet f**** being left around the apartment complex everyone is going to be charged a pet inconvenience fee. As a pet-less, single woman who already spends very little time at the apartment due to the lack of water to the buildings. (I.e. water shut off date since move in AUGUST 2023 10/19-10/13-10/9-10-4/-10/2-9/26- 9/25-9/18- 9/15- 9/6-9/5-9/2-8/30-8/16-8/11-8/9-8/9-8/8-8/6 7/30) even with the water being shut off and the designated water supply for the lawn) my water bill is EXTREMELY high for someone who is not home. I would like some type of resolution that doesnt involve be being financially punished for an animal that I do not own, for a faulty water system, and the propertys lack of ability to operate its own business

  Business response

  10/23/2023

  Hi ********,
  We're sorry to see your comments and hate to hear you're dissatisfied. We will investigate your concerns further, and our team will reach out directly to discuss them. Thank you for your time and patience. 
  
  Kind regards, 
  Gaines Investment Trust

  Customer response

  10/24/2023

  To whom it may concern, 

  Id like to resume the conversation to a resolution on this platform and eagerly aware the response.

  -Destiney 

  Business response

  10/24/2023

  Good afternoon,
  We have confirmed that the charges you're referring to only apply to residents who own pets. Therefore, you will not be charged. We understand our on-site team has notified you accordingly. Thank you for your patience while we confirmed this information. 
  
  Warm regards, 
  Gaines Investment Trust 
  

*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. ↩