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:09/17/2024

  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.

  Maintenance at this place is horrible. The management here is terrible. They dont even know what they are doing. They are so stupid. Ive had a leaking ceiling for almost 3 weeks and nothing has been done. Ive put 2 maintenance requests in and they have not came and fixed it.

  Business Response

  Date: 09/18/2024

  This is not even a resident, this person has called harassed staff several times. .please remove 

• Initial Complaint

  Date:09/10/2024

  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 been a resident to the Glen at Lakewood since 7/22. Since the day I moved in my a/c and heat did not work. Every time I went to the office or requested a maintenance check, I would get an response to my work order that it was completed. They only came to fix the problem when I refused to pay rent. Fast forward to today and I noticed that I have been getting charged $40 per month for a washer and dryer that I reported broken 17 months ago several times. I did not know I was being charged until they had a recent overcharge glitch. When I went to the office to speak to **** (the second in command) she offered to deduct the overcharges in increments and that she was doing me a favor. When I told her I lost a total of $680 during the span of which I had no washer and dryer and if I allowed them to deduct in increments that would be me doing them the favor, she got very frustrated and accused me of yelling and being volatile. At the moment I have not paid rent as I can not get in contact with anyone from the office that can resolve this matter. Every time I go to the lease office, no one is available to resolve this issue. I also have several water payments on one monthly rent charge. When asked about the issue, I was told to contact the water company. When I contacted the water company they said that is an issue to take up with the complex. Also, at the very least I asked if I could just end/break the lease and they refuse to do so without paying a ridiculous amount. I just want what is owed to me and to be done with the complex. And lastly, 3 days after my initial attempt to get refunded for the washer and dryer. Mysteriously my bank account was tampered with. Someone got into my account and spent $800 in dietary supplements. All of the products were sent to the complex without a building number or unit. I only use my debit card for paying my rent as it is on file. Which makes me believe someone in the lease office got into my account. Mind you. I am not from **

  Business Response

  Date: 10/02/2024

  This is absolutely invalid information, please see that the resident has not submitted one invoice since ****** and that was not regarding a washer and dryer being out.

  The resident was turned down by a staff member and then started harassing her to the point we had to get the attorney involved and serve a cease and ***** which he cannot continue to state false accusations against the property and staff, which with this he is still and now i will be contacting the attorney again for an immediate lease violation and hopefully to violate his 10 day compliance with not being compliance and have 10 day to move out. 

  Business Response

  Date: 10/02/2024

  This is absolutely invalid information, please see that the resident has not submitted one invoice since ****** and that was not regarding a washer and dryer being out.

  The resident was turned down by a staff member and then started harassing her to the point we had to get the attorney involved and serve a cease and ***** which he cannot continue to state false accusations against the property and staff, which with this he is still and now i will be contacting the attorney again for an immediate lease violation and hopefully to violate his 10 day compliance with not being compliance and have 10 day to move out. 

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We moved into a 2 bed/2 bath apartment at Glen at Lakewood in December 2023. Once the weather started to warm up, we got an email that the ** units had not been converted over yet and to not attempt to turn on the ** until we receive an email from management indicating to do so.By 6/2/24, the upstairs (where both bedrooms and bathroom with the only shower are) was 88 degrees. I called the office on 6/3/24 for a status update on the ** units and was told that we should have received an email that it was ok to turn on the units. We never received such email. Upon turning on the **, it was discovered that both the upstairs and downstairs units were not functioning. We put in work orders for both immediately on 6/3/24. We were told that the units were low on freon (without inspecting either unit) and freon was on order. By that time, the outdoor temperature was well into the 90s and I was beginning to grow concerned for the well being of my dog in the apartment during the day. All contact with the office provided no estimate on how long it would take to be resolved so I bought a window unit for the bedroom to make it habitable on 6/5/24. Over a week after the initial work order was place, maintenance came out to look at the units. It was in fact, not a freon issue and the downstairs unit was fixed. The downstairs unit while functioning began to leak water into the downstairs bathroom. Several weeks after placing a work order to fix it, it was discovered that the condenser was freezing up and the solution was to cut a hole in the ceiling. We have contacted the office on multiple occasions regarding the ** units without resolution of the multiple issues. We have gone through half of June without ** on either floor and nearly all of July without ** on the 2nd floor. Of note, if you call the maintenance assistance line, non-functioning ** with outdoor temperatures exceeding 80 degrees is considered a maintenance emergency.

  Business Response

  Date: 08/05/2024

  Hi, 

   

  This resident has had it addressed on several occasions and staff has confirmed it was working, if there ac is out again indeed we will have someone over in the next 24 hours to revisit the situation. Communication to management has not been done.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22046683
  
  I am rejecting this response because: the issue has not been resolved nor did the address my request for break my lease or provide compensation for the ** unit I had to purchase or the months I have been without **. 

  As stated before, the original work order for both ** units was submitted in early June.  The downstairs unit is functioning despite the large hole in the ceiling of the downstairs bathroom which has yet to be repaired to prevent leaking onto the bathroom floor from the ** pump that is not functioning properly per the maintenance.  
  

  The upstairs unit has not worked all summer.  After maintenance looked at the unit, they were concerned that there was a problem with the compressor and requested the maintenance manager look at it.  He looked at the unit on 6/26/24 and reported that it was overfilled with freon which he fixed but reported that the fan needed to be replaced.  He ordered that part and said he would be back by friday 6/28/24 to replace it.  Maintenance returned on 7/12/24 but would not enter the apartment because my dog was not contained.  Once I returned home from work and found the notice, I called the office and was told someone would be back that same day to service the ** after 5 pm.  No one came.  After my boyfriend who also lives in the apartment contacted the office via email, we were assured that "dont worry we will have you set for tomorrow". Yet again, no one did.  

  We have been getting the run around all summer long.  We are told that they are getting through the "list" as quickly as possible with no timeline on when it will be repaired.  At this point, due to poor management and spending nearly and entire summer without ** which we assumed would be provided upon signing on the lease, we would like to break our lease with out monetary punishment along with the requests as previously mentioned.

  ********************* and *******************

• Initial Complaint

  Date:07/09/2024

  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.

  Theres mold in the apartment There constantly towing our cars and making us pay fee along with late fees They refused to fix our toilets until the parking lot is finished but expect us to pay a 300 dollar water fee , they sent emailed saying the tow fee was 150 but I personally payed 500 dollars and had to get it out the tow yard the a/c unit is broken and its summer time. The apartment stay over 80 degrees. Cant stand on the balcony anymore because its falling apart and almost fell through. The washer and dryer unit doesnt work along with the hook up so cant buy new equipment and use that and if you think Im lying about all this just ask any of our neighbors who live on the complex. Theres a urine smell coming from the toilets the steps are broken and need to be replaced people cars are getting broken into bc they have to park on the street. My rent is 1725 but I owe over 500 in fees this month alone plus with my car getting towed with a valid parking pass that was another 500 dollars. I just want to move out and move on pay my last month rent and just go.

  Business Response

  Date: 07/09/2024

  Upon looking this resident doesn't have any active work orders requesting information above, resident sent an email this morning 7/9/2024 with details of such.

  Residents was warned they must have a new permit in their vehicles, this resident fail to do so, they instead took the license plate off one vehicle and put it on two vehicles, which meant the license plate didn't match the permit so they got towed. The second incident was due to failure to move the vehicles from the restricted area as parking lot reconstruction was being done, they got charged $75 for each vehicles and they had two. What they paid at the tow yard was due to the 1st tow and them taking the license plate ( which is expired ) and moving it to their other vehicle ( which is illegal)

  The balcony has never been brought up , now that we are aware this will be look at today & their other concerns that again was just received in email on July 9th not previous.

  No money will be credited as it is clearly the residents fault in not following the rules that was clearly sent out for 2 weeks prior and parking reconstruction was sent with daily reminder.

   

   

   

• Initial Complaint

  Date:04/10/2024

  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.

  Im a tenant of Glen at Lakewood and Ive been dealing with a water issue since March 18th. There has been thousands of water damage caused to my apartment and belongings where there is LITERAL MOLD growing in my carpet. Attached are pictures of the mold and water damage. I want them to fix my apartment and to not have to pay rent until July when my lease is up. I will NOT be renewing my lease.

  Business Response

  Date: 04/28/2024

  Residents was relocated to the model while work was done in her unit, no growth was found, the carpet was deep cleaned, and pad replaced.

  The pictures attached are at time of water leak, due to the roof which had to be safely accessed, due to snow and rain repairs did take a bit longer.

  The resident then had to be turned over to our attorney due to bad faith allegations and refusal to leave the model.

   

• Initial Complaint

  Date:02/21/2024

  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.

  The complaint I have is with St Moritz Apartments in Lakewood ********. There have been serval issues with mail delivery at this location. First our package lockers were unusable for almost 2 year after being broken into. They were only fixed after complaints were made to **** Inspector. Now our main mailboxes have been broken in. The office provided a public statement stating they would be repaired 4 days ago. However, when questioned today they said repairs had not begun and they have no idea when repairs will begin or if lockers have been examined. When asked for them to check on the status of repairs the office refused to provide any information

  Business Response

  Date: 02/22/2024

  HI

   

  This is not Glen at Lakewood community complaint , nor is the address, nor has or does this individual live here.

• Initial Complaint

  Date:01/14/2024

  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.

  The organisation failed to fix my heater and doesnt provide a date or any alternative to fix my problem when I complained about no heat at a freezing temperature of of -10 degrees

• Initial Complaint

  Date:08/17/2023

  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.

  When we moved into the apartment in May 2023, there were several damages that we noted immediately upon moving into the apartment. We notified the management team within 3 days of moving in. After no actions were taken, we submitted work orders once we gained access to the system. The did not repair anything until the dishwasher began actively leaking all over the kitchen, and even then made no efforts to clean the large amount of mold that had grown in the dishwasher before we ever moved in. Since then, there have been many concerns, from a broken mailbox lock that they did not repair for a month, and then them changing the mailbox lock less than a week later without giving us keys, leading to 1.5 months of us being physically unable to access our federal mail. Three outlets blew, and after the repair one of them continues to flip the breaker on a regular basis. The switch in our ceiling fan shorted and melted, causing sparks to fly anytime it was on. Maintenance did not address the issue at all for over a week, until we called them in fear of a fire after a guest accidentally turned on the fan. The maintenance worker identified and removed the switch, and said that he believed something to be wrong with our main breaker, causing all of these electrical malfunctions, and that it would need to be replaced for the integrity of our entire apartment's electrical wiring. It has been weeks since then and the fan has not been reassembled and the breaker has not been looked at. Air Conditioning does not work right, the landlord-provided dryer overheats and shuts off for safety measures, the maintenance team misaligned the fan when repairing it, and management has either ignored, dismissed, or lied about repairs at every stage of this process. We are worried for our health and safety if this behavior continues.

  Business Response

  Date: 09/08/2023

  We had a certified electrician respond to their unit and there is no issues, we have explained to them , we ordered a new ceiling fan and once it arrived it would be installed.

  There has been constant communication with this resident , including yesterday.

• Initial Complaint

  Date:07/21/2023

  Type:Delivery 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.

  4/17/23 - Work Order on Hold Work order involves service contractually obligated; broken washer and dryer remain inside dwelling and is to have provided replacement. No resolution, including removal of broken appliances have been met.

  Customer Answer

  Date: 07/26/2023

  Upon the first day to receive a parking lot area permit, July 24 2023, I visited the leasing office to conduct business regarding utilizing a machine to purchase laundry credits with (USD) cash. As I did not even make it to the commons area up the stairs, nor the offices, I was informed by their maintainence leader "I was not supposed to be in the office.", I simply inquired. Their response was "...we will call the police if you do not leave." Both, spite and retaliation directed toward me has been unprovoked.

  Customer Answer

  Date: 07/31/2023

  Name: **********************************'s

  Address: **************************************************** ****** Lakewood, ** 80228

  Nature of ************************* Currency Card Fabricator

  Name of Employer: "CPI ********** Inc."

  Good morning, I'll have a washer and dryer please. And, any further recompense along the authority of recent **** of President ***** Administration to which directs the idea of 'excessive fees' is used by apartment complexes I will accept.

  Business Response

  Date: 08/24/2023

  ****************** will not respond to date and time of delivery, we have attempted to make his delivery several times. Due to his aggressive behavior staff will not enter his home without him acknowledging his awareness, and him stepping outside. His prior work orders was completed and he had a working washer and dryer. 

  This resident is on a DEMAND TO CEASE AND DESIST from our attorney due to his behavior. Once ****************** responds through email acknowledging our team will be delivering a washer and dryer replacement and agree to step out the apartment, my team will be glad to deliver. We have attempted to contact him 3x through email so his work order was recently closed due to non acknowledgment. 

   

   

  Customer Answer

  Date: 10/14/2023

  The dryer was repaired (from sounds) with duct tape and I did not run the machine to see if the heat worked. The washer is still sitting inside the unit with algae given the complex refused to move or repair their appliance. The response regarding community behavior is not truthful and is a response from other tenants initial behavior regarding a lack of respect for proximity around my balcony porch on the first level; any response I had to other tenants always BEGAN with an introduction and a kind discontent as my response.

• Initial Complaint

  Date:02/22/2023

  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.

  I live in an apartment with a fireplace at this complex. My fireplace has been unusable this whole winter. They had a chimney sweep company check it out in October 24 and November 3rd, but it still has not been fixed, several months later. I have tried to get answers on this but all they have told me is that it is either a replacement or removal, and they will let me know when there's an update. They have threatened to evict me, claiming harrassment, when all I did was email asking about the chimney, and ask again a week later. This was in December and I have not mentioned or heard anything about the chimney or fireplace since then. They won't even let me put in a maintenance request for it, which doesn't seem ethical. I have not been a perfect tenant, but I have been very patient about this. I pay my rent on time every month. This is an expensive apartment and I deserve to have all of the amenities. I understand that it is a repair that takes time, but it has been almost four months since the last visit by the chimney sweeps. I deserve an update, at the bare minimum. They guys made it sound like they would fix the chimney eventually.

  Business Response

  Date: 03/16/2023

  This resident has had communication from our office several times regarding the fire place, however, he is unhappy we are not willing to fix it at this time. We have not threatened to evict him, due to his aggressive behavior and comments he was served a Seize and Dismiss letter from our attorneys as he made ******************* staff scared to speak to him. He has a work order in for the chimney and has had one it has just been placed on hold. We have never given the resident information that it would be fixed, we agreed to get it cleaned at his request and unfortunately they found it was no longer safe to operate.

   

   

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19450787
  
  I am rejecting this response because: This is the first time I am hearing that it is not safe to operate. I was told that they would let me know when they had an update, even after I asked multiple times over many months. 

  I was threatened with eviction, and I can provide proof if necessary. ******* recently threatened to end the lease with me and said she was talking with a lawyer. That was a few weeks ago now and I still haven't heard any of these "next steps", which means she spent thousands of dollars on a lawyer only to be told she couldn't do anything. This is not the only time this was threatened, and again I can provide proof if this goes further. Most employees that are like ******* get fired by now, but that's besides the point.

  Crystal is single handedly costing your company thousands of dollars. I can hear my neighbor yelling through the walls on the phone about her. I also see countless people moving out and when I mention her they laugh and roll their eyes.

  I'm disappointed you can't fix my chimney. I really was led to believe it would eventually be usable, both when I toured and after I signed the lease.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/22/2023

   

  We again have been in communication with this resident, ******* has all documentation regarding her communication with this resident, since he is slandering her name is not the solution to his Fireplace. Resident has been told that we are not going to be fixing the fire place at this time and have plans to cap it this summer.