ComplaintsforGateway Place

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have been living here since the beginning of October 2023 As I am writing this it is January 2024 And my apartment complex has done absolutely nothing to resolve the issue We were told (and shown) all of the amenities that the apartments had to offer Gym Dog spa Year round pool I have not been able to access any of these amenities since the day I moved in. I have talked to the manager that is here (All I get from her is attitude) I have called asset living and left multiple messages with multiple people and nothing even an email back I have even gone as far to report asset living to the bbb and I can’t even get a call back from the bbb in Houston (asset living location) I really don’t know what to do now The apt doesn’t seem to care The management company doesn’t seem to care And now the bbb in Houston won’t even help me So please if you guys in northern Colorado could help me That would be very much appreciated

  Business response

  01/18/2024

  Better Business Bureau                                                                                                                                  Case#21125462
  Clay Anderson
  8020 S County Rd 5, Ste 100
  Fort Collins, CO 80528
  
  
  To whom it may concern,
  
  We are responding to a recent complaint that was filed against us in regards to repairs not being made in a timely preference.
  
  We appreciate that the BBB does give businesses a chance to justify our end of things. I hope that our illustration sheds a bit of light on what we’ve been experiencing.
  
  For the past few months, we have been struggling with technical difficulties with our key fob system intermittently working on the fitness center. Steven Best was one of the first persons to mention this issue early October, and we immediately attempted to work towards a solution. To say that we have done “absolutely nothing” to resolve this issue is far from accurate. Since this problem has arisen, we have continued to problem solve this issue with our door access and IT vendors. We have tried several in house measures to help temporarily resolve the issue until a permanent repair is identified.  One of the attempts was to issue new cards to the resident to see if the originally issued cards were faulty. unfortunately, this was unsuccessful as the access door is intermittently working to the fitness room. Another one of our hopeful solutions was to access our Fob system on our own to see if we could then edit the fobs without the help of our vendor. This attempt was also unsuccessful.
  
  Due to the issue being intermittent, our Vendor’s are continuing to troubleshoot this issue and have discovered several possible issues they are working through to resolve. Unfortunately, this is not an overnight process as easy as it may sound from a resident’s perspective. Additional repairs have been approved and we are working with the vendor to get these scheduled.
  
  To further extenuate the efforts that we have taken to make Mr. Best’s living experience here comfortable, we have offered to physically go with him to unlock the gym and any other amenities that he needs access to while we are open. We have tried to give him another new access card a few weeks ago with the understanding that the access may be intermittent, and he refused them saying “They aren’t going to do me any good anyways” We have not heard anything in regards to all other amenities
  
  We understand the frustration behind this as we always do our best to solve issues in a timely manner. Unfortunately, this is not an issue that has been easy to resolve or as quick as we would like.
  
  Everything listed in this reply has been communicated to Mr. Best Previously, in person.
  
  Please let us know if you have any additional wit.
  
  
  Best Regards,
  Gateway Place

• Initial Complaint

  06/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I lived in Gateway Place Apartments, Apt. C-403 from March 12, 2022 until September 11, 2022. I paid a security deposit of $400 at the time of signing. After moving out I had not received anything by mail in regards to a return of my rental deposit nor an itemized receipt as to how my security deposit was used for fees regarding the apartment. I emailed the company’s email address on December 6, 2022, approximately 3 months after moving out, asking for the deposit to be refunded or the itemized receipt to be sent to me. Later that same day, my email was replied to by Tayz Enriquez, leasing manager, stating that I would be receiving a refund of $82.44. He stated the check had not been cut yet and if I had further questions to contact them again. I had assumed I would be getting something from them soon. I still had not received anything, refund or itemized receipt, so I followed up again on May 31, 2023 via phone call. Tayz’ number provided was disconnected so I called the main company’s phone number and talked with a person named Bri, I believe. The person I was talking to was very rude and told me that I in fact was not going to be receiving a refund but I owed them money and since I did not pay it, they sent my name to collections. I informed her that I had not received any email, phone call or paper mail stating that I owed money and asked that my name be removed from the collections agency and that I be refunded the $82.44 I was told I would be receiving by the leasing manager via email conversation. She stated I would not be receiving a refund and that the company had reached out to me about my bill which again I told her I had not received any notifications. I asked that I be sent all proof of contact with me and my itemized receipt for my deposit. She sent me the ledger and move out statement, that day May 31st, but there was no direction as to what I owed or whom to pay what I owed or how to pay.

  Business response

  07/24/2023

  from: Hannah McDonald <[email protected]>
  to: "[email protected]" <[email protected]>
  date: Jul 21, 2023, 3:50 PM
  subject: Complaint ID: 20171061
  
  Hi there,
  I had to do some back-end research on the above complaint ID, given I was not here when the residents deposit accounting took place. The complaint was closed, however I wanted an opportunity to respond. 
  
  Here is my response: 
   
  Upon review of this account, it does look like Kaleigh Wagoner, past resident of C-403 was provided with their final ledger and move out statement in response to her questions regarding her account. Their move out statement reflected the need for carpet replacement and enzyme treatment as a result of pet damage, in addition to final utilities and cleaning. The resident had a deposit of $400.00 and had $482.44 worth of move out cost charged to her account, resulting in a balance owed by the resident of $82.44. This balance due was written off as bad debt, but not sent to collections on 1/25/2023. As this write off shows as a credit, Tayz was probably under the impression this was a credit to the resident as opposed to a write off. The resident’s credit score has not been negatively impacted as their account was never sent to collections. After a review of the account, we will be waiving the $100 cleaning charge to the account as a customer service gesture, which will result in the resident receiving a refund of $17.56. Should they have any further questions or concerns we would be happy to discuss with them directly.
  
  Hannah McDonald, CAM 
  Senior Community Manager 
  P  970.330.5704   
  3769 W 25th Street | Greeley, CO 80634 

  Business response

  07/24/2023

  from: Hannah McDonald <[email protected]>
  to: "[email protected]" <[email protected]>
  date: Jul 21, 2023, 3:50 PM
  subject: Complaint ID: 20171061
  
  Hi there,
  I had to do some back-end research on the above complaint ID, given I was not here when the residents deposit accounting took place. The complaint was closed, however I wanted an opportunity to respond. 
  
  Here is my response: 
   
  Upon review of this account, it does look like Kaleigh Wagoner, past resident of C-403 was provided with their final ledger and move out statement in response to her questions regarding her account. Their move out statement reflected the need for carpet replacement and enzyme treatment as a result of pet damage, in addition to final utilities and cleaning. The resident had a deposit of $400.00 and had $482.44 worth of move out cost charged to her account, resulting in a balance owed by the resident of $82.44. This balance due was written off as bad debt, but not sent to collections on 1/25/2023. As this write off shows as a credit, Tayz was probably under the impression this was a credit to the resident as opposed to a write off. The resident’s credit score has not been negatively impacted as their account was never sent to collections. After a review of the account, we will be waiving the $100 cleaning charge to the account as a customer service gesture, which will result in the resident receiving a refund of $17.56. Should they have any further questions or concerns we would be happy to discuss with them directly.
  
  Hannah McDonald, CAM 
  Senior Community Manager 
  P  970.330.5704   
  3769 W 25th Street | Greeley, CO 80634 

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