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:03/01/2025

  Type:Order 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.

  When i first moved in mercy housing i was not told how bad they treat there tenants if i had to compare it would be comparable to living in jail we can only have visitors from 8am to 11:30 pm and over nights twice a week over the past year the rules became even more outrageous the kids that have consent forms on file cant even stay more them the two Night unless you get permission but only for one more extra night I usually sign my lease in December but management is always late on signing now they are trying to to make me pay back rent for December and January but i didnt sign my lease until mid January. & now they want give me a copy of my current lease l.

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 filing this complaint with the Better Business Bureau to highlight the gross misconduct, negligence, and retaliatory behavior of the property manager at **************************, a property managed by Mercy Housing. Her actions have caused severe harm to me and my family, jeopardizing our safety and well-being.Since moving into Unit 221 in November 2019 under a safety transfer due to domestic violence, my son and I have faced unaddressed maintenance issues, unsafe living conditions, and retaliation when raising concerns. Habitability issues include non-functional heating, broken outlets, lack of smoke detectors, flooding, and prolonged power outages. Despite multiple work orders, these issues remain unresolved, making our home uninhabitable at times.The property manager ignored my requests for a safety transfer, allowing my abusive ex-husband to access my unit and assault me twice, despite restraining orders. She also made false reports about my current partner, endangering my safety further.Retaliation has been a recurring issue. Complaints about lockouts and utility interruptions were met with retaliatory notices containing false accusations. Unauthorized personnel were allowed into my unit, leading to theft and damage to personal belongings, including my deceased fathers ****** unit was left in deplorable conditions after repairs, with maggot infestations, broken appliances, and missing furniture. I was forced to clean the mess myself while living in unsafe conditions. Additionally, the property manager mishandled utilities and rent payments, creating unnecessary financial strain.I urge Mercy Housings corporate office to investigate this property managers actions and replace her immediately. Her misconduct violates tenant rights, city regulations, and ethical standards. I hope this complaint prompts decisive action to ensure tenant safety and accountability.

  Customer Answer

  Date: 02/08/2025

  What do you need clarification on this woman mismanaged my rental payments meeting I paid the rent she never applied it to my balance I pay the rent she gave it back to me she increased my rent without notifying me without telling me I didn't even know about it till like 5 6 months later that's what I mean by that what do you work for them or something like I need help with this agency that seems to not respond to anything that I'm saying at this point I'm probably going to follow a small claims is there any other clarification that you need or are you going to actually help me somebody needs to help me because it just don't seem like what did you what do you mean clarification I was very clear anything else you need help with let me know I guess

  Business Response

  Date: 02/10/2025

  First, I would like to let you know that me and the Property Manager has a Grievance Meeting with 221 set up for Thursday February 13, 2025, 9:00am. She has requested this meeting with our team last week. I hope I can address everything in this compliant with her as her grievance is similar.  I can give some context to the claims made in this complaint. 
   
  1. Unit 221 is an LOSP (local operating subsidy program) unit meaning she pays 30% of her income goes towards rent. This unit is subsidized by the city and comes with an addendum that she must also follow. All LOSP units at *************** do not pay utilities. Part of this agreement she must report income changes to ******************* when there is a difference of $200 or more. 

  
  2. Sadly 221 has had habitability issues that ******************* has had to address. During unit inspections it was discovered that a severe amount of damage has been caused, and a lack of reporting work order were noted. To this date all work orders have been addressed that 221 allows, the resident regularly refuses entry for maintenance to make repairs. 

  
  3. November 2024 a fire occurred in the upper floor causing sprinkler water to enter the unit. 221 refused to allow our maintenance crew to enter the unit for inspection, we did have to have a legal notice served so that we could enter the unit and eventually test the walls and follow remediation protocols. During this time, she submitted several work orders and called the city inspector who has been noting our progress. 

  
  4. 221 has requested a safety transfer with her case manager and that is in the process. She was offered 2 unit transfers but declined both moves. ******************* does not handle these transfers as they follow her subsidy. 

  
  5. 455  Fell St. has 24/7 ********** services. Her estranged partner was not given access to the building, but he did access the unit unlawfully. *************** urged her to file a restraining order and follow up with the police. 
  

  
  

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising 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 been renting an apartment at ******* Estates for the passed 22 years. I have had few to little issues paying my rent as it has been affordable and I've been able to pay and stay on track. I haven't had many repairs to my apartment in about 10 to 15 years and I reach out to current management and not much is done. My unit is habitable but definitely needs upgrades. Since the pandemic is over I have had a ledger balance do for passed due rent and other fee's. I haven't been offered any assistance from management or their community assistance worker. Now a manager named **** is calling around demanding payment from me and my income is substantially lower than it has ever been. Threatening someone that doesn't have the means to pay back rent but is current on rent is biased and clasism. I'm reaching out to get a resolution about being threatened with attorneys.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  July 5th, 2023 This is an ongoing complaint against the two social workers, *********************** and ********************* from Mercy Housing who work at ********************************** *****. They repeatedly discriminate against me because I am gay, and because I prevailed in a suit against them in 2015 involving bad practices and didn't move out when the court ruled in my favor. I have asked them to help me with issues involving Social Security and Food Stamps but they say they will not help; me with those issues. They do help everyone else who lives here with issues involving Social Security, Food Stamps, etc, yet they refuse to help me. I asked them to print a list of services that they DO provide and they say they don't have a list and won't tell me what they do. ****** has gone so far as to say she would not help me do anything. I have a functional permanent disability and live in public housing and I rely on social workers to help me navigate the myriad of services available. Mercy Housing has a history of homophobia, here in our building, having fired all of the gay employees within a year of them taking over the building. Because they refuse to help me with legitimate problems, I am left feeling even more unworthy and angry at them for their refusal to be present for me as their work would dictate. I can provide statements and names of other residents who will swear that the women do indeed help residents with Social Security, food stamps and all the other issues that they refuse me

  Business Response

  Date: 07/17/2023

  Hello, 

  Thank you for sending over this complaint and for the follow up. My apologies on the delay in getting back, as I was waiting for the direct Manager overseeing the 2 staff (of complaint) to return from PTO. The supporting Manager is reaching out to the resident directly this week to ask for a meeting. Both supporting direct manager and I will be present to hear and address concerns. 

  Please let me know if you have any questions. Thank you. 

  All the best, 
  ************************;
  (Mercy Housing)