ComplaintsforBoutique Apartments

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved into the Proto apartments on 05/01/2024. My lease agreement states I am to receive 6 weeks of rent on a **** gift card in the amount of $2308.00. This was offered as part of a move in special.My leasing agent ********************* advised that I would receive this concession in 2 weeks to a month. As of 07/02/2024 I have not received any concessions. Ive tried reaching out to Boutique Wheelhouse and Proto Apartment; after 4 separate contact attempts they have not followed up with me.Ive attached the concession addendum from my lease agreement as verification of my claim. I simply want them to follow

  

  Business response

  07/09/2024

  Hi ****,
  I apologize for the delay with your gift card. The order was accidentally missed, but I placed it personally this morning. You can expect to receive the gift card within two weeks, and I'll call you as soon as it arrives.

  
  Thank you,
  
  
  ______________________________________________
  
  *****************************;| Assistant Regional Manager
  O: ************ | C: ************

• Initial Complaint

  05/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business is your standard slumlord operation. They keep the property Up just enough to Make you think that it's not that bad. They have refilled the dog poops bags exactly once this week after eight months of asking them to their washing machines are poor quality. And then there's the fact that you cannot get a hold of these people if your life depended on it. Their offices are closed to the public, which is irregular for a property management company. They hardly respond to phone calls and they put no effort into making residence lives better or even livable. We've had a resident from h*** living in our building for months, and they have hardly made an effort to evict. There are literally broken windows on the exterior of my building and they've been that way for weeks. They begin eviction proceedings after a week of being late on rent. But only after I complained to them about the extreme behavior of another resident and asked if I could get special Dispensation to move out without Additional fees and treat as a no-fault situation. They also sent to thugs to serve them to me to intimidate Me. They never sent electronic copies. They never sent any communications. They just sent their two biggest maintenance guys. Don't do business with these people and don't back down to these people.Do not do business with wheelhouse boutique Apartments.I could go on for a very long time about what they do and how they treat their residents, but I will just say stay away.

  

  Business response

  05/31/2024

  We have discussed your concerns at length on multiple occasions. We are aware that your neighbors and yourself have an issue with your neighbor in the apartment. However, due to Colorado law and resident privacy, we are not allowed to tell you the actions that we have taken towards the neighbor that you are speaking of. We have made the most accelerated actions that we can to improve the state of living of the residents at this building that we possibly can under the law.   At this time, you are aware of the contractual agreement that you signed, and the options available to you to move forward. Due to fair housing laws, we cannot treat you any differently than anyone else at the property and we cannot disclose personal information of any other tenants and our actions regarding them.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,I am a resident of the Greypoint Apartments, and I have been struggling to find a solution for continued exposure to second hand smoke in my apartment. The neighbors below us smoke cigarettes almost constantly, and the smoke rises through the heater into our bedroom. This has been happening since December 2023, and is still occuring daily. My roommate has asthma, and so this is a huge health concern for us. We have vent covers, an air purifier, and turn off the heater when we can, but the smoke is still extremely strong. We have not attempted to contact the neighbors about this, as I think it would escalate the situation too much. (We can hear them yelling at each other underneath us, and I'm scared to contact them as a result)The property we live on is non-smoking, and it is included in the lease agreement. I have contacted the landlord many times about this, but have been brushed off again and again. All they have done is send a few emails restating that they have a no-smoke policy, but seemingly no other actions have been taken. They have no in person offices for me to visit and talk face-to-face, and I have never been able to speak directly to my property manager. I have contacted the health ********** of *********** about this, but they haven't been able to get into contact with the property management either. Thank you for your time.

  

  Business response

  03/19/2024

  Hello,

  We have a clause in our lease that asks residents not to smoke in the unit.  Not everyone in the building abides by every rule and in order to gain cooperation, we have to go through a specific set of rules as required by the court system to gain compliance with our rules.  There is no hurrying this process and nothing we as a management company can do to increase the speed at which we gain compliance due to ******** Laws.  We cannot go into the legal actions we take against a resident with another resident or we open ourselves up to liability for violation of resident confidentiality, but I can say that we take these complaints seriously and have taken the actions we can.  There are no fixes that can be made to the building that would entirely insulate a unit from the neighboring unit as smoke can travel through walls.  The units do not have connecting vents, so the smell may appear to be coming through the vent, but this is not because the units connect, but because the vents are located in the wall and are the pathway of least resistance.
  
  I hope this helps answer some of your questions.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is a trade name for a larger company called Portus LLC, their license number is EC ********* and even more specific Trivium Apartments is the entity in violation of several things. *****, ******, and **** are intentionally misinforming people and violating several things. When I toured I informed them immediately of my **** status and was told that an offer letter/proof of income letter would be sufficient as i do not regularly receive scheduled pay. I also informed them that I may apply for deposit assistance if an additional deposit was required. I was approved and additional deposit required, when it came time to submit my documents they suddenly decided not to accept what they had confirmed would be accepted in writing. They also REFUSED to give me my total move in cost based on my selected move in date and said there were "other fees". One can only assume that they intentionally did not inform me of all fees up front like i should have been during the application process. I've also requested and itemized receipt for my astonishing $45 application fee and in accordance to the rental application fairness act and have yet to receive that as well. This entire operation has been a bait and switch. I fully intend to also file complaints with the *************************, ************** of ***** Affairs, The ******** ********************* as well as the ************************ because rather than to resolve this the Regional Manager ******* chose to cancel my application. I emailed *********************** the *** and have yet to receive a response. There is A LOT more to this but unfortunately not enough space allowed here.

  

  Business response

  12/18/2023

  We appreciate you bringing your concerns to our attention, and we sincerely apologize for any potential challenges you may have faced, along with any communication lapses. As articulated by *** in his response to your email, we take these matters seriously and are fully committed to addressing and resolving any issues raised. I am pleased to confirm that Zvi has addressed your query regarding the itemized breakdown of the application fee. Should you have further inquiries, please feel free to reach out to the Regional Manager, *****************************, directly. A full refund of the $45 application fee as well as the $300 holding deposit have all been initiated, covering the entire amount paid thus far. Please see attached confirmation of refund, and receipt. We anticipate this to satisfy your desired settlement of a full refund in the amount you have paid to date. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the President of the *** for ************** in ******. The Boutique Apartments own ********** Apartments on *********. They have a resident who screams obscenities and nonsense from her balcony at all hours of the day and night. Several residents have contacted the police because her behavior is so disturbing. Several residents have had contact with ******** who is supposed to be the buildings manager but we have not gotten a response from her, she doesn't answer her phone and we don't know what we should do from here. I mean she screams at all hours and it's very disruptive to our community and our ability to sleep. This has been going on since mid to late-September.,

  

  Business response

  11/20/2023

  Hi,
  
  We are truly sorry to hear of this noise disturbance. We appreciate your concern, and for those residents of your community who have contacted the local authorities, we appreciate their efforts.As the President of the *** for ************** in ******, a multi-family residential building, you must be at least somewhat versed in state fair housing laws. If so, you would understand that resident-related matters such as the one you have described are complex and not easily or quickly solvable. ******************* has been addressing the matter directly with the resident involved,in accordance with state and local fair housing guidelines. Obviously, we are not at liberty discuss the matter in depth with anyone outside of the immediate parties involved or local authorities. With that, please consider an extension of patience and understanding for our team who continues to work diligently to reach a resolution for all involved in as timely a manner as possible.
  
  Thank you.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live in the **********, an apartment building managed by Boutique Apartments. They have sent out billing statements for the month of July, highlighting $130 in "common utility" charges, with no explanation of the charges. Some of the other residents have said they are being charged $160-170 this month in charges. I don't know if this is because the garage door was broken for a week earlier in the month, or if this is the new normal for utility charges since so many units are empty. I have also requested a copy of my lease, since it has been taken down from my resident dashboard, but have received no response. I believe that I have a legal right to access my lease agreement, so I know what the terms are for termination.

  

  Business response

  09/19/2023

  Hello,

  We are very sorry the charges were more than usual this month, we are billing back exactly what Xcel is billing **.  After digging in to the charges, we found the building usage was not any more than any other month.  We have reached out to Xcel and they are conducting an investigation into why the charges were more than other months.  We are hoping Xcel will find they overcharged us and we are able to apply credits, but Xcel is telling us the investigation could go another 2-3 weeks. 

  I can assure you these charges have nothing to do with the garage door or any vacant units (the RUBS company accounts for vacant units in their billing).  Again, the electric usage was right in line with previous months. 

  I can see your lease on the portal, not sure why you are not seeing it on your end.  I will email it to you now. 

   

• Initial Complaint

  08/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi, I was a tenant at ********* Apartments at *******************************************************, a property managed by Boutique Apartments from February 2023 to July 2023. Ever since I've moved in I always had issues with contacting any management, no one was ever in the office or would respond to phone calls and emails. There were several instances where they would take days and weeks to respond back with no solution to any of the problems I was having living there. Maintenance issues such as our parking garage gate malfunctioning several times and having to wait over 48 for it to be worked on, causing me to miss work twice and being put on suspension, were not met with any form of communication for 24 hours and no compensation for the 2 days I was not able to use my car for work; would not prorate my $125 a month parking fee for 2 days, about $8-10?! The main concern I have is with the billing, when I moved in there was a move-in special that we agreed to have spread out monthly throughout my lease, however the first 2 months were significantly cheaper than the others and when I tried to contact them, no response for 2 weeks with multiple voicemails and emails, it even led me to go to the main office at 10:30 am on a Monday during business hours and waiting for 2 hrs just for no one to show up. I was not going to pay until I got a response and when I finally did they apologized for not responding but still charged me a late fee and wouldn't remove it, also threatening me with EVICTION, even thought I have never made a late payment before that. I was offered a way to break my lease by just paying 2 months rent and I have agreed but have still never received any word back, I officially moved out July 18th , it is not August 19th with no response to multiple forms of contact (Emails, Calls, Letters). I want to make sure I am not penalized for their wrongdoings again it isn't right. All I want is to be protected so that nothing goes on my rental history or credit report.

  

  Business response

  08/24/2023

  
  Hello *********,
  
  I hope this message finds you well. I wanted to address some of the concerns you've raised regarding maintenance and communication.
  
  Our management team is committed to addressing maintenance issues promptly and effectively. I apologize if there was any inconvenience regarding the appointment scheduling process. We do operate our main office with limited public access, and it's important for appointments to be scheduled in advance for us to provide the best assistance.
  
  Regarding the garage matter, we were made aware of the issue on May 29, 2023, and I'm glad to inform you that the necessary repairs were initiated and successfully completed by the following day, May 30, 2023. In order to keep residents informed, an email update was sent on May 30, 2023, at 5:37 pm to provide transparency about the repair progress.
  
  I understand that there might have been some confusion about the move-in special and its application to your account. This special offer is designed to provide flexibility, allowing you to choose whether to use it in one lump sum or spread it out manually as per your preference.
  
  I apologize for any misunderstanding about the situation involving your apartment at The Roost. It appears that there might have been a miscommunication regarding your departure. Our records indicated that the rent for the month had not been received with no communication from you whatsoever.However, please rest assured that as long as the lease break fees are settled,your credit should remain unaffected by this situation.
  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Landlord is not maintaining safe living conditions. Fire alarm is faulty and they have received a notice from the fire department. Electricity has gone out many times, leaving the elevator out of service. I live on the top floor, cannot take the stairs due to my condition. The front door has not worked properly for 2 weeks now, leading to residents propping the door open and putting building security at risk.

  

  Business response

  08/09/2023

  Hi *****, 

  We understand your frustration regarding the power outage over the weekend. ****** from our team has been in continual communication with you and *****. The power was not out in the apartments as indicated but the elevator and hallways were affected due to vandalism. Over the weekend, there were two separate incidents that took place, a vendor tripped the alarm and someone vandalized the electrical panel and stole fuses. One of the fuses stolen controlled the electrical to the elevator, alarm system, internet, stairwells and hallways,and the former Paxti's space. We had our maintenance, commercial, and electrical teams out throughout the weekend to assess and address the issues as quickly as possible. The replacement fuses and holders were overnighted and were installed on Tuesday 08/08/23 upon receipt restoring all elevator, alarm, internet and parking gate services. 

  We've also provided an update on the callbox. The front door is fully functional. Currently, the control board for the callbox needs to be replaced and that particular callbox was made in 2011. Since older, we are having trouble sourcing the correct part needed. Weve pivoted to full replacement with installation of a different operating and access system. Installation plans are underway and equipment has been ordered. This may take up to a month to see final completion and we will provide updates as they are available. 

  We are in full compliance with the ****** *************** regarding all alarms and monitoring systems as well as ****** city licensing requirements. 

  Were sorry that you view your experience in such a negative light, especially given how long of a tenure you had with us including a prior lease renewal. We've received your notice to vacate on 07/28/23 and wish you all the best on your next home. Thank you for your residency with us over the last few years. 

  

  Business response

  08/09/2023

  Please see attached resident communication history from 07/27/23-08/08/23. We have been in continual communication and responsive to all outreach. 

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a very unpleasant experience at The ******* Apartments, operated by the Wheelhouse ****************** Unfortunately, I must recount my woeful experiences without reservation. My time within these sordid walls has been nothing short of a wretched ordeal. Firstly, thievery pervades the place like a noxious odor. A neighbor with no regard for the belongings of others purloined my prized Bluetooth water bottle, and management showed no concern. I had to involve the authorities. Additionally, the apartments have become a sanctuary for drug-addled miscreants who brazenly congregate within communal spaces meant for legitimate residents. Mail theft, including personal identification, has become commonplace. The management's incompetence and neglect are evident. The basic amenities provided, such as the washers and dryers, have proven woefully inadequate and dishonest. The coin-operated machines devour hard-earned money with no intention of rendering services. The management's excuses and explanations are insipid and pitiful. Their inability to comprehend the magnitude of their failings further entrenched their image as bumbling, petulant children unworthy of their responsibilities. After my lease expires, I shall depart without hesitation. The Wheelhouse Apartment Company's mismanagement and disregard for the welfare of its residents have rendered these apartments a blight on the very notion of modern living. Seek refuge elsewhere, for The ******* Apartments are a harrowing example of incompetence unmasked.

  

  Business response

  07/27/2023

  Hi ******,
  We apologize for any frustration you may have experienced and assure you we take customer feedback seriously. Were sorry to hear that your water bottle was stolen. Unfortunately, crime is prevalent throughout the ************ area. No one or no place can ensure that crimes of opportunity will not occur. If you observed trespassing and/or illegal activity such as drug use, law enforcement is the correct resource to address these issues. We hope you reached out to them as well and that they were able to assist if you filed a report with them. We also work closely with the ************************ in the event of a reported crime.
  
  Regarding mail and packages, authorized delivery personnel such as ********* and ***** are issued keys to deliver packages inside the building. If you are receiving deliveries from other third-party/unvetted agencies, we do not provide them access to our secured areas as personnel are contract-workers which can change frequently and it weakens the "controlled-access"measures in place. Our team responded to you in detail when you reached out in December of 2022. We do not see any reports from you about this issue after that date.
  
  Ive reviewed your history and do not see any record of service request issues being reported regarding the laundry. Any repairs needed would need to be reported to the management office so we can schedule repairs.There should also be signage on the laundry machines to contact *********** in the event of a malfunction resulting in lost coins.  
  
  Were sorry that you view your experience in such a negative light, especially given how long of a tenure you had with us including a lease renewal and transfer requests. Much of our historical communication with you has been so positive, its dismaying to see this response as its unlike any communication weve ever had with you.
  
  Wheelhouse Apartments no longer manages The ******* as of 06/16/2023. We recommend reaching out to current management to resolve any current issues that you are experiencing.
  
  We appreciate the time that we had you as a resident and wish you all the best in your current and future home.
  
  Be well, 

  

  Business response

  07/27/2023

  From: *************************
  Sent: Thursday, July 20, 2023 8:43 AM
  To: *****************************************
  Subject: responding to complaint #********
  
  Good morning,
  Were attempting to respond to complaint #******** but the code below is not working and gave us a prompt to contact you. Can we please get a code re-sent or should we send you our response directly?
  Thank you,
  
  
  
  
  ************************;| Assistant Regional Manager
  O:******************* 
  
  Boutique Apartments | Wheelhouse Apartments
  **************************************************************
  Managed by Portus, LLC
  
  For availability, faqs, resident portal & more:
  boutiqueapartments.com | wheelhouseapts.com
  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 22nd Showing- asking about rent price with no response March 23rd application fee and deposit taken out March 24th rental application approved, no response about paperwork on rental documents March 27th Paperwork and charges received, decline of residency based on rent discrepancy March 28th Discussion of reduction of rent, but still decline of rental terms March 30th- "return of deposit" email with statement. The statement said $181.45 out of $300 was returned with no information on why the deposit was not returned in full. I emailed the company back asking about the reason why the company was keeping that amount of the deposit. No response. I declined the offer the same date that I received the paperwork with the rent discrepancy. Which was, by no fault of my own, three days after the rental application was approved. The lack of communication with the company caused for all the problems. They were unprofessional. I would understand if some of the deposit was not returned, however, not the extent that was not returned.

  

  Business response

  04/14/2023

  Hi, ******,
  On 3/17/23 you scheduled a showing for *************************************** for 3/22/23.  When scheduling a showing, the rental rate is clearly displayed in the listing information.  It is also widely available on our website and other syndicated platforms.  Additionally, the leasing agent you met with answered your questions about rental rate several times during your showing on the 22nd.
  The application that you submitted on the 22nd clearly states our hold deposit refund policy.  This policy is located at the beginning of the application, so you must read it on order to complete the application.  I have quoted it below:
  The $300 Hold Deposit is charged per apartment, and will only be charged to the first applicant .  IF the applicant withdraws this application in writing after approval or conditional approval, any days between approval/conditional approval and cancellation will be prorated at the equivalent cost of rent and deducted from the refund.
  Per this policy, if the apartment is cancelled after approval, the applicant will receive a prorated refund.  I have reviewed the refund that you received.  The equivalent of three days rent was deducted from your deposit in accordance with the above stated policy.
  You did not reach out to us on 3/24 with any questions.  You did receive an approval e-mail for the apartment on 3/24.  I have quoted that approval e-mail below which reiterates the hold deposit refund policy:  
  You have been approved for the apartment home that you have reserved with Wheelhouse Apartments! We need to hear back today with confirmation to move forward. If we do not hear back, we will assume that you would like to move forward If you wish to cancel your application past today, your hold deposit refund will be prorated per day based off of your rental amount.Refunds are granted to the method of payment within 1-3 weeks from the date of cancellation.
  Your application and lease paperwork were processed in a timely manner.  You then received lease paperwork the next business day, 3/27.  Our target timeline to send out lease file paperwork to newly approved applicants is one business day. 
  You stated in your complaint that you would understand why some of your deposit was not refunded.  We hope this answers any lingering questions. 

*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. ↩