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:05/09/2024

  Type:Product 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.

  Beginning of April I inquired about getting an apartment with Bear Valley Village Apartments aka plenty of places. Told them what we were looking for and it sounded like a good fit. On April 25th I sent an application and paid the $40 application fee. After submitting the application I contacted "*****" at Bear Valley Village within minutes to confirm she received my information and that it was correct. At that time she informed me due to us having 5 people in a two bedroom they couldn't move forward with the application and nothing would be processed and I would not be charged the $40 fee as we couldn't move forward. She told me since payment was made online to contact my bank for stop payment. I did so however my bank informed me they coudo anything as payment was already processed. "*****" then told me she would contact corporate to get the refund issued. After a couple of days she asked me to send an email requesting my refund. Which I did.... then after being told she was still waiting for answer I received an email today 5/8/24 stating they will not refund the money as no refunds are allowed on applications denied. My application was never even ran as I called within minutes of applying and was told they would not proceed or process the application due to 5 people in a two bedroom and I WOULD NOT BE CHARGED. Now they are refusing to refund my $40 fee.

  Business Response

  Date: 05/15/2024

  Hello ******,

  Thank you for reaching out regarding your rental application that was recently submitted to Bear Valley Village.  We apologize that you bank was unable to refund you this amount and would like to work with you to refund the $40 application fee.  Can you please reach out to me to discuss the situation further and to discuss refund options.

   

  Thank you 

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

  Plenty of Places Apartment Home

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

  Customer Answer

  Date: 05/16/2024

  ******************************* who oversees the property itself contacted me yesterday and was extremely kind and helpful in resolving this matter.  Thank you ******** for your help and understanding and getting my $40 refund processed.   

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

• Initial Complaint

  Date:05/16/2023

  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.

  Tennant next door to me terrorized me my whole stay and management did nothing, I notified management constantly about my neighbor purposely jumping up and down violently shaking my whole apartment and they denied it was him, jumping and screaming violently all hours of the day and late night and early morning, please view YouTube channel "Bear Valley Village NOISE" to view my 72 videos of evidence. This has affected my mental heath and lively hood and now am destitute because I could not function or sleep in my apartment. Management then blamed me for these same disturbances that I have documented on video and now I must leave or face eviction.

  Business Response

  Date: 05/18/2023

  Hello,
  We take noise complaints very seriously at our community.  We uphold our lease, investigate these complaints, and notify residents of possible excessive noise that may be negatively impacting the quiet enjoyment of their neighbors.  
  
  We have interacted with this resident over the last several months regarding his concerns.  We have inspected all surrounding units and have found no source of noise.  We encouraged this resident to contact the leasing office when the noise was going on so we could meet them in their home and try to determine the source.  We have met this resident in their home at least 4 times and during those visits have never observed any banging or noise described.  After inspecting surrounding units and reaching out to neighboring units we did not find a source of excessive noise coming from any of the surrounding homes.  We have also interacted with the police department when they have come out when this resident has called them to see if they identified excessive noise.  They reported no noise coming from neighboring units when they responded.  Over the last several months we have received complaints from other residents regarding banging and screaming from this resident's home at times.  This was addressed with the resident but not resolved.  The neighboring resident noted in the complaint has since moved out of our community partly due to the noise reported coming from this resident's home.  
  
  In addition to noise complaints, we have received complaints of a strong odor coming from this area of the building.  After inspecting all units the source was found to be coming from this resident's home which does not comply with our housekeeping standards or lease agreement.  Due to these issues our company chose not to renew this residents lease when it expired 4/26/2023.  This resident requested an extension to allow them additional time to secure a new home which we granted and extended the move out date to 5/31/2023. 
  
  We have done our due diligence to address this resident's concerns and to notify them when they were not compliant with the lease which may impact their eligibility for a renewal.  
  
  At this time we are not offering a refund on rent.  We are sorry for any mental anguish this non renewal notice has caused this resident.  However, we have a responsibility to uphold our lease agreement and follow company policies in compliance with Fair Housing.  
  Please let me know if you have any further questions or need additional information.

  Thank you 

  Kristina S******

  Regional Portfolio Manager

  720.508.4979

  
  

  Customer Answer

  Date: 05/19/2023

   
  ********** ********
  
  I am rejecting this response because: My answer : 
  
  
  I’ve read Kristina S******** reply and everything she has said is contradictory to what happened and also to their own "Good Housekeeping" rule on the lease agreement, she mentions first that they have interacted with me serval times these past few months, that is false, my last contact with them was in December, in December I grew frustrated notifying them and sending them the video evidence that obviously shows it was my neighbor in unit ****, I ceased sending any emails and just kept collecting my video evidence, so that statement is completely false. I challenge her to find any correspondence between us within the last three months, it does not exist. I purposefully stopped because I was getting nowhere. Management then decided to blame the disturbances on me, as she stated in her answer, she received complaints of "banging and screaming" from my unit over the last several months, she states this when I have clear evidence in this video **************************** where you can clearly hear it’s the tenant next door, along with several others where you can see and hear it’s very clear, here’s another https***********************  I have had zero interaction with staff in the last few months. They were completely hiding this tenant, refusing to give me his name, and blaming his actions on me. She also noted that the tenant responsible moved out recently because of me, again, there are 72 videos of me documenting the noise coming from J366, they have not one video of noise coming from my walls or apartment. 
  
  
  Also, completely contradictory to their Good Housekeeping rule on the lease agreement, I was served a notice about a smell coming from my apartment in October, I have two pee pads for my very small dog, it was summer and apparently someone complained and said they smell badly, keep in mind I have one 15 pound dog, they came and gave me a Demand to comply notice for it, they gave this to me during all this turmoil I was experiencing with my neighbors noise and after viewing many many videos I gave them, as I mentioned nothing was being done, I immediately bought new pee pads and replaced them every month so we would never have that problem again, and we did not, I did not receive one more notice for smells since that day which was October 25th 2022. 
  
  
  On the contrary, the tenant mentioned in my complaint has had a person egg his apartment in October during Halloween, looks like they also threw feces in front of his door (look at pictures downloaded) they are all time stamped above and saved on my phone, pictures of the façade of his apartment covered in egg and  dripping down on his air conditioner, you can see the splatter on all his windows and even feces in front of his unit, this stood like this for 8 months until it was finally cleaned at the beginning of this month, this completely goes against their own Good Housekeeping rule in the lease agreement, yet management would walk by this often and do nothing, it was an awful smell and I had to walk past this for 8 months. They did nothing about this but claim the main reason my lease could not be renewed was because of the one time their was an odor. 
  
  
  Here is my full statement which I have prepared below. 
  
  
  I have also downloaded images of the façade of my neighbors apartment, time stamped from November 2022 and April 2023, you can see egg splattered all over his windows and doorway littered, which was just cleaned early this month. 
  
  
  My Statement: 
  
  
  I moved into my apartment on June 27th 2022, I immediately noticed heavy thudding and thumping in my living room like someone heavy was jumping up and down in the apartment next door to mine, I notified management and they mentioned to me it could be pipes because there is a boiler room directly below me. 
  
  
  As days past I quickly realized it was not pipes but a person jumping up and down in the apartment next door to me, I documented the noise and assured them it was coming from my neighbor but management insisted it’s probably a pipe issue. 
  
  
  I continued to document the noise with my video cameras and provided them to management, at this time they mentioned it’s probably not pipes, they assured me they would catch the culprit, I was 100% certain it was my neighbor and felt I sent plenty of evidence to prove it, the noise on the videos are beyond unreasonable and went on constantly from morning noon and night at every hour imaginable for 9 months straight. 
  
  
  This person was purposefully jumping up and down violently shaking all the appliances in my apartment making my home uninhabitable, I have video evidence of the disturbances at hours as early as two, three, and four in the morning and any hour you could choose, this has affected my life immensely. 
  
  
  After a month of sending them my video evidence and being certain it was my neighbor I was sent an email by management on Aug 3rd stating they noticed nothing out of the ordinary in my video evidence, but this is false, the noises are obviously not ordinary, loud and unreasonable, I kept pleading with them to help and assured them it was my neighbor. 
  
  
  When I went to sleep the jumping and thumping would continue in the bedroom area making it impossible to get any good quality rest for my whole stay, my family helped pay the lease for this apartment so I could get back on my feet from a medical condition, it was imperative I meet certain obligations to accomplish my goals during my stay, Instead, I could barely function physically, or mentally the entire stay. I am now in the process of being homeless because of this. 
  
  
  I continued to plea they do something about my neighbor for the next two months of August and September providing video evidence the whole time along the way, they kept insisting they would get down to the bottom of it, on September 12th they were going back to the theory it could be pipes again all while I was pleading to them it was my neighbor. 
  
  
  On November 28th I asked management to come to my unit to view evidence again of the noise that had not stopped, she agreed it was coming from my neighbor and gave him a Demand for Compliance or Possession, I finally thought something would be done, instead, 6 days later I was served a Demand for Compliance or Possession for the noise that I’ve been documenting. 
  
  
  Two days later on December 8th I received a notice on my door about excessive noise, stomping and jumping, the notice was apparently put on some of my neighbors doors also asking us to report any loud noises or disturbances, I took a snapshot of the notice and sent it to them along with more video evidence of my neighbor making the noise, it never stopped, not for one day. It continued the day after they received their notice for Demand for Compliance or Possession and never stopped. 
  
  
  They responded back to me stating, "we have received your videos and are still investigating the source of the noise, and that we can say with high confidence the noise is not coming from your neighbor in ****" when just 8 days earlier they agreed it was my neighbor and served him a notice for compliance for it.  At this point I stopped all emails to them out of frustration and just continued to collect my evidence. 
  
  
  Three months later on March 1st 2023 I was served with a notice of Non-Renewal of Lease and notice to vacate premises or face eviction. 
  
  
  This situation has been one of the worse experiences in my life, I had to resort to sleeping in my closet because my neighbor would jump up and down all night in the bedroom also, just random jumping and sometimes screaming all hours of the night, my small dog has a handicap and I had to move his bedding into the kitchen because my neighbor was frightening him also. 
  
  
  It has affected my mental state greatly, I have depression and this situation brought me to me knees, I was so angry that management did not do a thing for me and let me live in this environment knowing I have a mental condition, I’m seeking compensation for my mental anguish and reimbursement of all monies paid for rent.
  
  
  This is a gross case of negligence on managements part at Bear Valley Village Apartments, **** * ****** *** ******** *** *****
  
  
  Sincerely,
  
  Richard C****