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:06/01/2023

  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.

  My apartment complex refuses to make repairs to unit. I have had an issue go over two years without being resolved. Currently, my A/C is out and they are refusing to repair it. i would like it repaired and a discount/refund on my rent.

  Business Response

  Date: 06/02/2023

  Hello ****,

  
  We certainly are going to repair your requested items that you just entered work orders for. Unfortunately the other work orders that were placed in 2021 and 2022 the current staff members were not there for and we there weren't any new ones entered after those were closed out. The team has it on schedule to address your work orders today and will be in contact with any additional information. 

  If you have any other issues please reach out to the property manager at ********************************************************* or you can call the leasing office at ************.

   

   

• Initial Complaint

  Date:04/17/2023

  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.

  Cierra Crest agreed in writing to allow my daughter to terminate her lease without termination fees because of all the problems she had over the three years she was living there. They have the emails that confirm her move out date was March 31, 2023, but they are demanding move out fees, final service fees, $43 rent for April 1, 2023, over charging for pest control, trash fee, utilities, and carpet cleaning. We left the apartment in immaculate condition. We even went as far as patching the holes and painting. It was cleaner than when she moved in.***** the manager at Cierra Crest apartments refuses to acknowledge the agreement that all fees be waived if we were out before the 60-day notice. We move out on the 58th day, on March 31, 2023. We tired emailing and calling to have a walk-through and turn in the keys but ***** refused to return our calls or respond to emails. Every time we go to the office, its closed, it takes days before they return calls or emails. Problems we've had in the past are things like the heat pump in the ceiling leaking into the apartment, the water was shut off days on, the heater going out completely and it taking a month before repairing it or the water heater busted and flooded her apartment and we had to clean the mess up are selves, they said they would have the carpets clean and never did, how there was no outdoor lighting in the front of her apartment building over the this last winter. We called/emailed over and over, and they refused to address the problems. They are trying to charge us move-out fees, final service fees, rent for April 1st, carpet cleaning fee, add extra charges for April 1st, for electricity, gas, water, trash, pest control. ***** is so malicious, she said "she would change the verbiage but still charge us all the fees", That tells me the fees are fraudulent.

  Business Response

  Date: 04/17/2023

  Dear ******,

  We apologize for the experience you have experienced, it is certainly our intentions to provide excellent customer service. As far as the notice period goes we do require a 60 day written notice. Our records show that your notice was given on February 1st,2023 and 60 days from that date is ***** 1st,2023. Residents are responsible to pay rent until the last day of their 60 day notice. 
  

  Please feel free to reach out to the leasing office should you have any questions in regards to maintenance related items or any other concerns. 

• Initial Complaint

  Date:01/21/2023

  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.

  In November 2022 we experienced a leak in our apartment located at *******************************************************. This leak caused severe damage to our cabinetry under the sink as well as leaking into the carpet. After several calls and emails later, the issue didnt get checked out until December 2022. This is when they placed fans in our apartment, but still havent fixed the issue. In fact, we were able to move units to unit **** with no discount or help from the leasing office. This was short notice and only gave us a week to move. When we arrived at **** on 1/20 we noticed the toilet was leaking, the outside water heater room was leaking from above and soaking two rooms of carpet. The maintenance is VERY proficient at this apartment and has tried to fix the water heater, but it is still leaking and the heat in our apartment is not working and it is 20 degree weather. We did not want to move at all, but moving to this apartment has caused more issues than it would have been to stay in our other unit and this is the first day we have been here. We are upset and not sure what more we can do.

  Business Response

  Date: 01/23/2023

  Hello,

   

  I have been in touch with you guys in regards to your concerns and rest assured that we will be taking care of your issues. I look forward to our phone meeting on Saturday so we can further discuss all your additional concerns. 

   

  Best Regards,

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

• Initial Complaint

  Date:08/31/2022

  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.

  Over the 2.5 years we have lived here we have had countless things go wrong and not fixed for months. The following has not been fixed:-December 2021: Mailbox is broken and has not been fixed since. Most recent service requests:-July 9, 2022: Service requests have been put in for leaking faucets & the sink has been clogged and does not drain. We can not properly use our sink or wash dishes, use sink for food because of this. The sink also fills up when we turn on the dish washer and does not go down for hours.

  Business Response

  Date: 09/07/2022

  Hi *******, 

   

  Thank you for reaching out.  I apologize that you have been experiencing issues with your home and community.   I spoke our maintenance and it looks like all sink leaks have been repaired.  Please let us know if that is not the case.  Regarding mail boxes we are currently working through a full replacement project.  This is taking some time as it requires new boxes as well as structural changes to ensure we can either fob access the current enclosures and/or build new mail structures.  As we know more we will certainly notify all residents.  

   

   

  Thank you, 

   

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

• Initial Complaint

  Date:06/08/2022

  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.

  Moved in October of 21 was told they were fixing the mailbox issues. Just found out they are finally getting a bid six months down the road. We are not able to get mail at our complex. I have to drive to the post office to pay for a po box now.

  Business Response

  Date: 06/20/2022

  We have been working on bids for quite sometime as this is not a simple project.  There is no fast fix as we have tried fixing several times and even replacing a bay and it was just broken into again.  We are working on other solutions in the meantime but these do not happen overnight.  This has been expressed multiple times. 

• Initial Complaint

  Date:06/07/2022

  Type:Product 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.

  Per our lease agreement and the management company's ******** properties) own policy on their website maintenance tickets should be worked within 24 hrs. This hasn't happened in years. We have all kinds of lights out all over the complex. Our mailbox kiosks are outside and have all been and keep getting broken into. The lights in the hallway of my apartment are also out. All of these are safety issues. I'm afraid to take my dog out at night because of the homeless tents in the field across from us and the lights being out. Its ridiculous. Excuse after excuse with nothing being done. I have emailed my property manager, *********************, and not received any reply.Any help to get these safety issues resolved would be greatly appreciated.Thank you,*******************************

  Business Response

  Date: 06/30/2022

  We are working diligently on the issue. After covid closures and back orders it has left us behind and we are playing catch up. 

• Initial Complaint

  Date:05/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Cierra Crest is the apartment community owner/operator that I live in. I have filed maintenance request (which are taken care of by the apartment community) that have take weeks to a month to complete. This timeline seem ridiculous for a paying tenant (my payments are always on time and in full) to have to endure. The apartment communities go to excuse is that they are understaffed which is a burden that should not be put on tenants (this is their problem to solve).

  Business Response

  Date: 05/13/2022

  We are understaffed and we have been for over a year.  We are coming out of covid and finally getting to work orders and after materials have been on back order.  This particular resident has 1 work order for a fridge that is too cold placed on 4/26.  There have been other work orders that have taken precedence.  Their refrigerator is working.  Their work order was printed today to be followed up on next week. 

  Customer Answer

  Date: 05/13/2022

   
  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,
  
  *********************