Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The main lock and door handle to the main entrance at the building was removed by someone i have no idea who removed it and has been like this for 2 nights in a row. When I sent an email to the manager to let her know she asked me to put in a maintenance request. This is something that is at the main entrance to the building and involves the safety of all tenants that reside in the building not just me. There are 4 units in the building and the manager is not concerned with why the lock and door handle was removed is beyond me. Then when you call to speak with a manager no one answers the phone and will not call you back.

  Business response

  11/26/2024

  I am writing in response to the complaint filed. We take customer feedback seriously and appreciate the opportunity to address this matter.
  We have completed the replacement of the door k*** and I have spoken with the manager and sorry for the delay.
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 5th, 2024 an eviction notice dated for July 3rd, 2024 was posted on my door stating that I needed to vacate my unit by August 3rd, 2024. The reason given for the eviction was "lease will not be renewed due to renovations"There was no itemized list of renovations needed. We are also entitled to 90 days notice if our lease will not be renewed. I also believe that dating the eviction notice for 2 days before posting it is unfair and fraudulent

  Business response

  07/17/2024

  I am writing in response to the notice of non-renewal. I appreciate the opportunity to address this matter and can provide you with a more time if you need to extend your move to August 31, 2024. Please know that we do not have to provide you a 90-day notice, but we are willing to work with you. Please let us know if that would work for you.

   

  
  

  Customer response

  07/18/2024

  Complaint: 21993840

  
  

  I am rejecting this response because: perhaps BRC is unaware of the new laws signed into effect on April 19, 2024 regarding no fault evictions. As we have not violated our lease, have been tenants for well over the required and are being evicted due to reason: "lease will not be renewed due to renovations", we have a right to 90 days notice. Renovations and repairs fall under "no-fault evictions" If repairs on the apartment are substantial enough that we cannot occupt the unit during the repairs then I needed to be provided with an itemized list of what needs to be repaired.

  
  

  Sincerely,

  
  

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

  Business response

  07/23/2024

  The 90- day notice will be delived today.

  Customer response

  07/23/2024

   
  Complaint: 21993840
  
  I am rejecting this response because:

  I have not yet received a 90 days notice as of 6:43pm MDT on 23, July 2024.

  I also still have not received an itemized list of renovations that are necessary for my unit.
  
  Sincerely,
  
  *******************************

  Business response

  07/30/2024

  The first attempt was on July 23, 2024 at 2:22 and then we served the second day on July 24, 2024. Please see the attched notice.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This corporation just bought the building I live in and notified me less than 30 days before the end of my lease that they would not be renewing leases. Rather than being up front about that in their resident letter, I was notified on the over the phone when discussing rent. Even though it may be legal it is entirely unethical and I would avoid working with this company at all costs.

  Business response

  07/03/2024

  Our goal at *** is to always be professional so if we can help please feel free to reach out at any time.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I lived at ******************************************************************* from April 1 2022 to *** 1, 2024. BRC took over management just a couple months before I left. ****** is the name of Mgr for my complex (Applewood apts) she told me since I did not give notice on the first of April instead on the 4th I would have to pay **** rent even though I would not be there (I moved out of state) I repeated what I was hearing to be clear on where I stood. I left on the first of *** and had a family member stay a few days to finish up some painting and trash removal. I wasn't worried because according to ************** had to keep the place until *** 31st. On *** the 8th their maintenance worker broke into my apt climbing through the kitchen window ( my neighbor has on film footage) and commenced to calling the police on my family member for trespassing and changed the locks. So I get a final bill fromBRC and they are charging me for the month of *** and for having an unknown person in the apt!! They should not have entered said premises until *** 31!! I am filing police report and charging g them with breaking and entering and personal property damage and theft. They can't have it both ways. If I have to pay for *** then they can't take possession until June 1

  Business response

  07/08/2024

  *****,

  Please see the attched ledger and you will see that we did not charge for *** rent. You gave a short notice and told ****** you had a family emergency and was leaving. The lease doesnt show anyone else on it.

  Customer response

  07/09/2024

   
  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,
  
  *************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to renew my lease with BRC in April and then let them know I was looking for a roommate. As per the documents I provided below they said that they would send me a lease shortly. This lease never came. Despite my numerous emails on the subject, and calling them on numerous occasions a new lease was not provided. Frustrated I went down to the office but they keep the door locked at all times, (or at least the two times I went to the office) and refuse to answer the door. Frustrated, I put in my thirty days notice when my lease was due. They then charged me for the full month and have said I have to stay until the thirtieth which is a clear violation of my lease and the terms I agreed to. I have tried to reach out multiple times on this issue and have been met with silence at best, and hostility at worst.

  Business response

  05/20/2024

  Dear ******, 
  
  We apologize for the oversight in not sending your renewal in a timely manner. In light of this, I would like to offer a concession as a gesture of goodwill. This concession will determine whether you would like to extend your stay at *********************** for another year, on a monthly basis or vacate the premises by June 11, 2024. 
  
  Options available: 
  If you choose to stay and sign another lease, the rent portion will remain unchanged. The lease dates would be from 6/11/2024 to 6/30/2025. 
  If you opt for a month-to-month tenancy, the $100 fee will be waived. 
  In the event you decide to leave, the move-out date would be 6/11/24. 
  
  Thank you for considering these options. I appreciate your understanding and cooperation in this matter. Please let me know your thoughts and how you would like to proceed on your portal or a email to the Property Manager, If you would like to come to the office please ring the bell by the doors.
  
  
  

  Customer response

  05/22/2024

   
  Complaint: 21732829
  
  I am rejecting this response because: although this company did submit a promise that my lease would be renewed and I was given the option to move out I am rejecting this response. I am rejecting this response because they still have not sent me any documents for the lease that they are promising, and I find their explanation that my multitude of e-mails, calls, and in person trips to their office over having my lease renewed was an, "oversight."
  In addition, as you can see from the document provided above, BRC is still charging me for a full months rent which directly contradicts the terms of a contract that they are liable to uphold. When asked why they could justifiably charge a renter money that they are not entitled to in a clear breach of a contract I was told, "Its complicated."
  Renters, and property owners should be made aware of BRC's inability to renew leases with a tenant in good standing, and their inability to charge residents correctly on the lease terms that they are contractually obligated to uphold.
  Simply put, if a rental company is incapable of renewing leases in a timely matter, and violates the terms of those leases they should not be in charge of executing them. 
  
  Sincerely,
  
  *****************************

  Business response

  05/30/2024

  Dear ******, 
  
  We did offer you the terms below and you declined them on 5/22/2024 and you are moving out on June 11, 2024. We have already agreed with this and there is no further action at this time.
  
  Options that was sent and declined- 
  If you choose to stay and sign another lease, the rent portion will remain unchanged. The lease dates would be from 6/11/2024 to 6/30/2025. 
  If you opt for a month-to-month tenancy, the $100 fee will be waived. 
  In the event you decide to leave, the move-out date would be 6/11/24. 
  
  Your Property Manager has your notice and all we will need is a forward address to return your deposit.

  
  

  Customer response

  06/21/2024

   
  Complaint: 21732829
  
  I am rejecting this response because: consumers should know that this business fails to fulfill basic duties as a management company by struggling to renew leases even after dozens of e-mails. Also BRC operates in a predatory manner by charging consumers even if it violates the terms of a signed contract. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In my unit, there is an ongoing issue of sewage backup in my apartment, which not only poses a significant health hazard but also constitutes a violation of ******** warranty of habitability laws by rendering the unit uninhabitable. Despite repeated requests for resolution and attempts to amicably resolve the matter with the landlord, the situation persists, and I am left with no other recourse but to escalate this matter to your attention.The sewage backup issue began on September 25th, and despite reporting it promptly to the landlord, there has been a consistent failure to address the problem effectively. This persistent negligence has not only caused inconvenience but also poses serious health risks to me as a tenant. There have been multiple sewage events on September 25th, January 23rd and February 8th.Furthermore, it has come to my attention that the landlord is in violation of ******** law by leasing me an uninhabitable unit. According to ******** Revised Statutes Statutes Title 38. Property Real and Personal *********. Warranty of habitability. (1) In every rental agreement, the landlord is deemed to warrant that the residential premises is fit for human habitation, landlords are required to maintain rental properties in a habitable condition, which includes providing functioning plumbing systems that are free from sewage backup. By failing to address this issue promptly and effectively, the landlord is in clear violation of these statutes.Additionally, the landlord's refusal to allow me out of my lease agreement further exacerbates the situation. As a tenant, I have the right to reside in a safe and habitable environment, and it is unacceptable for the landlord to disregard these rights and obligations.I have attempted to resolve this matter through direct communication with the landlord, but regrettably, these efforts have been met with indifference and inaction.

  Business response

  02/12/2024

  
  I am writing in response to the complaint regarding the sewer backup issue. We take all customer concerns seriously and appreciate the opportunity to address this matter.

  
  First and foremost, we apologize for any inconvenience or distress caused by the sewer backup. We understand the urgency and importance of resolving such issues promptly and effectively.
  Upon receiving notification of the sewer backup, we took immediate action to investigate the root cause of the problem and mitigate any further damage. Our team conducted a thorough inspection and snaked the line and identified a blockage in the sewer line was due to hair .
  We promptly dispatched qualified technicians to address the issue and implement corrective measures to prevent recurrence. Our priority was to restore normal operations and ensure the safety and well-being of our customer.
  Furthermore, we have taken steps to improve our procedures and protocols to minimize the risk of similar incidents in the future. We remain committed to providing reliable and efficient service to all our customers.
  We value the feedback provided and appreciate the opportunity to address concerns. Should they have any further questions or require additional assistance, we encourage them to contact us directly at **********************************************.
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating resolution.
  

  
  

  Customer response

  02/12/2024

   
  Complaint: 21271952
  
  I am rejecting this response because I spoke with both the plumbers and the *** Maintenance team and neither of them mentioned any root cause of this issue, and specifically mentioned that they did not find anything in the pipes. Furthermore, the plumber that snaked the drain made no mention of hair, nor did he pull any hair out of the pipes. The plumber specifically said that he had seen a similar issue at another apartment that was the fault of the tenant because he pulled out a was of hair, and mentioned specifically that what was not the case here, and that it was likely an issue with the pipes. This is a failure to take any responsibility for the situation and put the blame on to me the tenant, which I refuse to accept. 
  
  *************************************************

  Business response

  02/22/2024

  The follow are all of the plumbing
  
  9/25/23 ******** #***** $330 Cleared line 
  
  1/23/24 ******** #***** $220 Cleared line
  
  2/12/24 ************** BRC Work Order Request #***** work order request sent to ************** to contact tenant to schedule a camera scope of drain.  2/12/24 AThe PM spoke with tenant ************************* and informed her ************** would be contacting her to schedule. ****** was informed to let PM know when ************** would be scheduling. 
  Was informed by ************** as of 2/22/24 ***** stated they have left several messages with ****** since 2/12/24 1:48pm and to date. ******  
  
  2/16/24 *********** #****** $275 Cleared line

  The PM has already spoken with ************************* on 2/12/24 that she will release her from the lease.

  
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This poor property management company has 6 ft weeds growing on the south side of the property. My health is being compromised because my allergies are almost unbearable. We have had the most rain this summer in 10 years and they have not mowed ONCE. I would like immediate action to be placed on property manager ***************************. His name phone number is ************

  Business response

  07/10/2023

  Thank you for reaching out to us with your concerns regarding the condition of the property and the overgrown weeds. We sincerely apologize for any inconvenience and discomfort this has caused you, particularly considering the impact on your allergies, exacerbated by the higher-than-usual amount of rain this summer.
  We understand the importance of maintaining a well-kept property for the well-being of our residents, and we take your complaint seriously. We want to assure you that weed control is regularly scheduled.  The higher than normal rainfall this year has put an exceptional strain on our landscaping contractors.  
  Our property management team has been notified about the overgrown weeds on the south side of the property. We will be coordinating with our landscaping service provider to schedule additional maintenance visit as needed. Our aim is to have the area mowed and the weeds properly managed to improve the overall appearance and mitigate any health concerns.
  Your feedback and patience are greatly appreciated as we work towards resolving this matter promptly. If you have any additional details or suggestions that could assist us in this process, please do not hesitate to let us know. We value your input and are dedicated to ensuring a comfortable living environment for all our residents.
  Thank you again for bringing this matter to our attention. We are committed to addressing your concerns and improving the property's condition. Should you have any further questions or require additional assistance, please feel free to contact our office. We appreciate your understanding and cooperation.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported a leak into my children's bedroom and they have not done anything to handle the toxic flood water in the walls and floor of the children's bedroom for more than 24 hours despite many attempts on my end to reach out and request service. It is a breach of the mold addendum in the contract.

  Business response

  05/24/2023

  First and foremost, we sincerely apologize for any inconvenience or frustration you may have experienced during your interaction with our company. Providing exceptional customer service is of utmost importance to **.
  

  The on-call maintenance tech reached out to Servpro a *************************** right away that day and with all of the rain that the area is getting we had to evaluate the issue again to make sure we understood the issue. We understand that our response may not completely alleviate the disappointment you have expressed, but we genuinely value your feedback. It allows us to recognize areas for improvement and work towards ensuring a better experience for our customers in the future.

  In light of your experience, we have taken the following steps to rectify the situation and prevent similar issues from arising again:
  The water that was coming in around the ** unit has been repaired and we are working fast to get the drywall in your home fixed.
  
  Please feel free to contact us directly so that we can personally assist you and work towards a resolution that meets your expectations.
  Thank you for bringing your concerns to our attention. We look forward to the opportunity to address them and restore your trust in our company.
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I saw an ad online for an apartment. It was beautifully renovated. I applied and was encouraged to pay a hold fee. I was told that it was fully refundable. I trusted the agent.What she eventually showed me, and what I saw online, was 2 different things. I would never live in that dump. I was looking for an apartment close to the Uni for my daughter. If the apartment looked like the **********, I would have rented it.Now they are saying the $500 I put down was an application deposit and it is not refundable, and that I signed it in the contract. Even so, they advertised something that was not available. I would have rented the apartment if it looked like the **********. The agent even commented that she was not willing to live there, and that she knew it was not what I had seen online. I just want my $500 back. This is false advertising.

  Business response

  04/26/2023

  To whom it may concern, 

  This applicant changed her mind on renting the apartment a week after making the deposit payment. The $500 deposit was already returned and this is resolved as this individual had revoked the payment with her bank. 

  Customer response

  04/26/2023

   
  Complaint: 19937612
  
  I am rejecting this response because: I never rented the apartment. What they advertised, and what they showed me was 2 different things. Also, I never paid an application deposit, as they tried to claim. They are a dishonest company and people should be made aware of this.  This company did not and was not planning on refunding my money. My bank revoked the authorization, that is the only reason I got my money back. People should be warned about the unethical way BRC conducts business. 

  They no longer owe me money. I was just fortunate that my bank could resolve this issue and get my money back. However, not everyone that has conducted business with this company has been fortunate. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay a certain amount for rent every month, and this rent is rather high for my area. One of the amenities at this complex is a washer and dryer in every apartment. Well, my washer broke back in January. I submitted a work order and the maintenance person came out and took the whole unit apart and cleaned out the dryer lint (without looking at the washer). I submitted another work order because it is THE WASHER that was broken. The maintenance person came to look at it and determined they needed a local appliance repair company to fix it. We are now into March by the time that person comes to look at the washer. He determined the machine would cost more to repair than its worth, so management was informed I would need a new one. Ive gone back and forth with phone calls and emails for another month, with no response from management about when I would get new washing machine. Im now going on 3 months with no washer or dryer, even though that is one of the amenities I pay rent for. Its beyond frustrating that this property management company clearly does not care about their tenants, but is perfectly happy to accept their money.

  Business response

  04/13/2023

  BRC has resolved this issue and the customer has received their washer and dryer in working condition. It was never our intention to not get to a work order right away. We have spoken with the tenant that we made a mistake, we have apologize for the mishap and the inconvenience.

  Customer response

  04/13/2023

   
  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,
  
  ***********************

*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. ↩