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:02/25/2025

  Type:Billing 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.

  A judgement by the court issued 2/25/24 was not honored. We were assured by the judge that no eviction would be set upon my record if we moved out and no monies would be owed. We were given til 3/11/24 we were out 3/9/24. Sent an email stating so and received. They have broken this agreement and have charged an extra month we were not there. This has caused emotional and financial stress.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair 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.

  In the month of March 2024, I submitted a rental application and a security deposit of $450 with a money order to Mercy Greenbrae/ Mercy Housing and got denied due to not meeting their income requirements. We were told that the security deposit was refundable if we got denied. It has since been seven months of me, calling them almost weekly, regarding my refund of the $450 security deposit and I have not received it to this day. Every time I call I get told that the check is being processed or that it is being sent and I have been told the same thing over and over for the past seven months and I still have not received my refundable security deposit.

• Initial Complaint

  Date:09/25/2024

  Type:Billing 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.

  My mother, ***** ********, a prior resident of **************************/Mercy Housing **** is owed her deposit, plus overpayment of rent. She moved out in Oct 2023. I've attempted dozens of times to collect, however they've chosen to disregard our attemps. I have all receipts, evidence, and a letter from them, admitting their guilt.

  Customer Answer

  Date: 10/29/2024

  I confirm that I, ******** ********,  am POA for ***** L. ********. 

• Initial Complaint

  Date:08/21/2024

  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 last 5+ years the management of mercy housing in **************** has failed to address multiple maintenance issues in multiple apartments. The inside of the building and the grounds things are not kept clean. The newest maintenance man ( employed over a year) the building has not been vacuumed or walls wiped etc and the grounds are not kept up concerning garbage and general cleanliness from weather related things. Many of our windows don't work properly. They do inspections and nobody is ever issued lease violations for cleanliness although it's known there are hoarders and filthy people and bed bugs, cockroaches, and black mold.. Orkin has come. If the tenant continues to live the same way the problem continues, and they have never had proper procedures for bed bugs (carpets). They don't evict people because maintenance has to attend to the apartment for a new tenant and management has to do interviews etc. although there is a year long waiting list for people in need of housing. The current manager becomes Visibly upset when calmly confronted with Anything making it intimidating to attempt for correction. I understand this sounds like a problem for Mercy housing but the reviews online say the same things about properties nationwide. Someone needs to step in, please. I moved here ten years ago and lived down the block for 8 years of my life this building was never like this. With good management these things can be fixed and avoided but Mercy housing doesn't hire consciously as we've had four managers in five years. I was a victim of extreme domestic violence before coming here. After multiple requests in the last five years to move to a higher floor (since the man has moved back to town and come through my window on several occasions) one manager laughed and said well he could just use a ladder. The police cannot do anything because it's unprovable without cameras. There ARE cameras INSIDE that do not work effectively. It's an issue if maintenance again.

  Business Response

  Date: 09/03/2024

  This is in response to the concerns that were received regarding *************:
  The hallways are vacuumed every week, and the walls are washed on a regular basis or more if needed.  The outside grounds are picked up on a daily basis in the morning or if necessary, twice a day.  Due to the extreme cost to replace the windows, the property has budgeted to replace the windows over a 5-year period starting in 2025.  Lease violations are given to residents when they do not follow the rules and regulations of the lease, house rules or HUD.  Due to confidentiality, residents are not made aware of residents that receive lease violations.  Exterminating is done on a monthly basis or sooner if needed.  Residents need to notify the management office if they notice bed bugs, roaches or any other type of bugs in their apartments, so that their apartments can be treated immediately. Instructions from the exterminator are given to residents that do have bed bugs or roaches, so that the treatment can done properly and effectively.  Unit inspections are done on an annual basis and work orders are completed to make any repairs that are found during the annual inspection.  If residents have repairs that are needed at any time, they need to contact the management office so that a work order can be completed, and the necessary repairs can be completed by the maintenance manager.  ************* does evict residents when they continually do not follow the rules and regulations of their lease,the house rules and/or HUD.  Again, due to confidentiality, residents are not made aware of residents that are being evicted.  The property manager does have to make sure that all residents are following the rules and regulations outlined by HUD and Mercy Housing and it is her responsibility to educate residents on their responsibilities.  ************* only has cameras inside of the building and all of them work.  The property does not have any cameras that are located on the outside of the buildings.  If a resident needs a reasonable accommodation for a unit transfer, they need to contact the property manager, so that certain forms can be completed by the resident.  These forms are then sent to the Mercy Housing 504 Coordinator for review and approval.  Once approval is given, the resident is then placed on the ************* waiting list for a unit transfer.  Current residents do have priority over applicants that are on the wait list because of their approved reasonable accommodation.  Neither Mercy Housing or ************* would ever retaliate against a resident for notifying them of needed repairs or concerns that they have regarding the property.  Mercy Housing and ************* want to ensure that all residents live in a decent, safe and sanitary environment and want all residents to feel that they can call ************* their home.
  
  

• Initial Complaint

  Date:08/08/2024

  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.

  There are several people who work for Gardner house apartments *************************** ******* **********..security and also work ..and work in area where the Camara is.They steal people identity them make fake website of banks fake mobile websites and they also make fake qwest ..card EBT cards ..they also make duplicates fake debit card cards ..they stealing money and funding the fake app they make of banking cover up the actual app..so that the person can't see their deposits or actual money they have the people doing this are all Hispanic..

• Initial Complaint

  Date:08/03/2024

  Type:Sales and Advertising 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.

  This is suppose to be affordable smoke free housing. There are many people smoking on the property and tenant next to me smokes indoors and the smoke seeps into my apartment. Management sends out reminder news letters but doesn't follow through. They also put ******* outside our front doors, so when mowers come the pebbles are thrown onto our cars. I have had to replace two windshields in three years. We had a recent storm and a tree on the property fell on my new 2024 car. They won't even help me with the deductible. This is suppose to be affordable housing but it has cost me $2250.00 extra in the last three years. I'm 72 years old single and my only income is my SSI.

  Business Response

  Date: 09/04/2024

  I am writing in response for the complaint that was received for Crestview Village. 
  Smoking concerns:
  My team has completed inspections on five different occasions of complaint's unit and the adjacent unit.  During these inspections, we fully reviewed the townhome including a visual inspection of the furnace filter for signs of cigarette use.  During each of these inspections, there was no evidence of smoking, no odor present, no smoking material found within the unit and no signs of nicotine on the furnace filter.  Additionally, management had a conversation with residents that were accused of smoking from the complainant and they reaffirmed that they do not smoke in their units.   Therefore, due to lack of evidence no further action was taken for this complaint.
   
  Landscaping concerns:
  The landscaping beds with gravel were completed in 2011 when the property went through a remodel. Management has not added any additional gavel or pebbles to these beds since this time. Furthermore, management was not notified of the windshield being broken. Should we have been notified of these incidents, we could have reported it to our landscaper to potentially pay for a repair or replacement of the windshield.  With that said, we have no proof that the damage that is now being reported was caused by the landscaper and the pebbles on site.
   
  Storm concerns:
  It is unfortunate that a tree limb fell on the complainant's vehicle.  The storm that caused this incident had winds from ****** mph and affected several properties throughout the greater part of eastern *********  The storm caused damage to many properties and trees throughout the area.  The limb that fell was from a very healthy tree and there was no negligence on the part of management; but rather is considered an "Act of God" by insurance.
  
  
  Thank you! 
  
  *****************************

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair 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 had to certify 3 letters to try to make an appt. to move and report harrasments while living at mercy housing 2 packages stoled no response to most of my work orders being fixed and more.

• Initial Complaint

  Date:04/03/2024

  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 have all the medical documentation of the two assaults from my neighbor at the Rose at ********************************************************. Mercy Housing did nothing to address this issue and stonewalled me when I went to their office after being discharged from the hospital with documentation. As a result, I have been terrified to go back to my unit since June 4th, 2023, which was the date of the assault. I'm trying to upload the medical documents but the file exceeds the 5mb size restriction for uploading.

  Business Response

  Date: 04/04/2024

  This is independent living; resident are responsible for their own actions. In May of 2023 we received an anonymous report from another resident of a mutual altercation between ****************** and his neighbor. We tried to investigate but ****************** was nowhere to be found for a month. We did not receive any information or incident reports regarding this incident directly from ****************** until July 2023 in which he claims that he was injured due to this altercation. We reviewed the camera footage and there is nothing on the cameras to back up his story. When we did speak ******************, he became agitated and aggressive not willing to talk about the incident. Property management and ******* services staff have tried to do everything possible to assist ******************. We met with him and offered to help him. We repaired his unit door and told him he could move back to his unit, and he refused. When asked if he reported the incident to the police or filed a police report, he stated that he was not going to do that. We suggested he obtain a restraining order he refused. We offered to move him to another unit in the building he refused the unit, we offered to assist with an emergency transfer to another property he did not attend the meetings with his case manager to complete the application. We even offered to sit down and meet with him and the other resident to try to resolve the issue and ****************** refused everything.  We have sent emails, mailed letters and posted notices on his unit door trying to communicate with him and he does not respond to any thing. We have exhausted all options in trying to assist ******************. Please see attached letter to ****************** depicting the efforts we have gone through to try to resolve this issue.

  ****************** would go long periods of time without communicating with Management or ******* Services and when he did, he was still uncooperative and demanding that we do something about his situation but refused to cooperate with anything we asked him to do to resolve the issue. 

  Because of the lack of communication regarding his housing, and the fact that ****************** has not lived onsite nor paid rent since June 2023, a Notice of Abandonment was sent to ****************** on 12/20/2023 via email, **** certified mail and posted on his door. He did not respond to the notice before the deadline and has not communicated with nor cooperated with Management and ******* Services to maintain his housing and was removed from our system January 9, 2024. 

  If you require any further documentation please feel free to contact me at ************ or ************************************************

   

   

  Thank you 

• Initial Complaint

  Date:03/06/2024

  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.

  Mercy Housing receives tens of millions (if not more) in Federal subsidies for tax credit units in affordable housing apartment complexes around the country, yet they are not held accountable for any of their conduct by either the Federal or State housing authorities who have both stated they are unable to assist with any property management issues. Mercy Housing Parkside had at least five different individuals who served as a property manager in the span of two years between 2021-2023. The fifth individual engaged in unethical and likely illegal practices which were reported to the State Attorney General. An attorney assisted the former tenant with debt collection since the property manager did NOT comply with state law and did not provide an ACCOUNTING of why the security deposit was withheld. In addition, property management attempted to coerce the tenant (multiple times) to sign a backdated lease in an attempt to charge an increased rate of rent, retroactively. On advice from an attorney, the tenant did not sign the backdated lease with the retroactively increased rate of rent, yet Mercy Housing continues to attempt to collect this alleged debt. The debt they allege against the former tenant is adversely affecting the former tenant's credit report. This debt is not a legal debt and will need to be litigated in court. In addition they breached the contract for tenant's quiet enjoyment of the property by refusing to repair an HVAC unit after multiple requests to repair it, and only repaired it AFTER video evidence of leaking from the unit was provided. They take advantage of tenants who do not know their rights. They have posted notices of late rent in a prominent place on multiple tenants' front doors which is also against state law. They have little regard for state landlord-tenant laws.

  Business Response

  Date: 03/27/2024

  ************************* lived at Parkside Apartments from July of 2021 until December of 2023.
  

  Mercy Housing and Parkside apartments value Ms. ******* tenancy as we value all of our residents who call one of our Mercy Housing communities home. 
  

  During Ms. ******* tenancy multiple workorders were addressed, including one regarding the **** unit. Maintenace addressed the issue and determined a vendor was required. Entry was denied by **************** when the vendor arrived to repair the unit. A second attempt was made by vendor and was allowed access to repair. 
  

  **************** did have multiple notices of balance due and demands for compliance that were posted on her door. At the time of each incident, a copy of each notice was posted in a conspicuous place of the residents apartment in accord with ******** law.  **************** received at lease 4 notices to complete the required annual recertification. This is a requirement of the lease that every household must comply with in order to hold tenancy at Parkside apartments. *************** refused to comply and was ultimately issued a demand for compliance for violation of the lease agreement. 
  

  *************** turned her keys into Management without a proper notice period being given. Once Management had keys, a unit inspection was promptly completed, and the final accounting statement was finalized within 10days. Our lease does allow up to 60 days to complete the Final Accounting Statement. The final accounting statement was mailed to the last known address for ****************. 
  

  I have attached additional information, including a copy of the Ledger, FAS, Notices given, completed work orders, and examples of non-compliant behavior. Please let us know if we can provide any additional information or documentation. 
  

  Live In Hope!
  
  *****************
  

  
  

  Customer Answer

  Date: 03/27/2024

  Rejected for following reasons:
  Business has made several untrue statements which can be proven as such. The business Mercy Housing is engaging in libel by making untrue assertions about the former tenants character and behavior. 
  In addition, the business Mercy Housing did not comply with the BBB rule: do not include personally identifiable information in their response, in fact, the business included a concerning amount of personally identifiable information in their response which further supports the former tenants assertion that the business does not respect the tenant's privacy or well-being. Mercy Housing must immediately redact and withdraw the documents which include numerous examples of the former tenants personally identifiable information. 
  Incorrect and untrue statement: The former tenant returned keys without a proper notice period being given. The former tenant received a notice that she had 30 days to move out, therefore she was not required to provide any notice to the business. They provided her with a notice that she had 30 days to vacate the property. The former tenant has retained the original notice that was received. The former tenant complied with the notice and vacated the property within the time frame provided. 
  Incorrect and untrue statement: "The former tenant refused to comply The former tenant received requests to complete recertification with which she complied. The former tenant has retained the dated recertification document as evidence which proves that she complied with this request. The statement that she refused to comply is untrue and can be proven as such. Further, she was then asked to sign a document that was retroactively dated by several months after she complied with completing the recertification. Upon the advice of an attorney, she did not sign the retroactively dated document. 
  Incorrect and untrue statement: The final accounting statement was mailed to the last known address for the former tenant. The business was provided with the former tenant's updated address on Dec 21st, and again on Dec 31st. The former tenant has the emails that were sent to the business on these dates informing them of her new address. No security deposit accounting was ever received at her updated address well after the 60 day timeline. 
  

  Customer Answer

  Date: 03/27/2024

  The business provided false information regarding an alleged debt to a debt collector. The business has no legal grounds for the debt they are attempting to collect. The original reason for the complain went unaddressed in their response. 

• Initial Complaint

  Date:01/24/2024

  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 live in the mercy housing apartments, and I do not know who else to contact about this problem. My apartment building lost hot water a week ago, the maintenance personnel have tried to say it was fixed the last 2 days. However, it still continues to not work, the apartments front office always has their door locked during business hours and refuses to answer the door. I have made multiple attempt to contact them buy phone but they do not answer or clear their voicemail box. The maintenance personnel avoid people when attempts are made to ask about the water. Again I do not know who else to contact about this issue but I feel as though it is not okay to not have a way for residence to contact someone in an emergency.

  Business Response

  Date: 01/29/2024

  We are incredibly sorry for the inconvenience while boiler repairs were made.  We did notify residents via email, letter and Mercy Messenger during the repairs period.  As of today, all repairs have been made.  Please let us know if anything else arises.