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:04/19/2024

  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.

  Been without a working refrigerator for 3 months. Maintenance has yet to fix it no matter how many requests I put in .GOING TO ***!

  Business Response

  Date: 05/01/2024

  Riverbank does not have a resident under this name,  address is missing apartment number.  no work orders pending refrigerator repairs for over 3 months.  please provide more information.

• Initial Complaint

  Date:08/29/2023

  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 moved into Riverbank Apartments on 17 August 2023. There was dead roaches, water bugs and dead flies in the cabinets, over, stove, dishwasher, and bathroom. I reported this to ***** ******* and ***** *******. A few days later I went to check my mailbox only to discover that the mailbox key doesn’t work. Also, the mailbox was left open for anyone to have access to. I notified *** ******* that the mailbox key doesn’t work and the mailbox was left open. The mailbox was fixed a few days later however I was not contacted to pick up the mail box key. I contacted the property manager requesting the “NEW” mailbox key and have not received a response. I have very important documents being sent to me. The uncouth professional behavior from Riverbank Apartment property is not warranted. I’m just trying to get my mailbox key without any harassment.

• Initial Complaint

  Date:08/15/2023

  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.

  My air conditioner keeps going out their maintenance team is doing nothing to fix it.

• Initial Complaint

  Date:04/25/2023

  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 just signed a lease with Riverbank Apartments. I requested for the carpet to be changed because it has Cigarette Burns on it from the previous tenant. Even though, property management is aware of the carpet's condition they refused to change the carpet. I have *** ******** that I do not want to get sick from that already smoke-damaged carpet but property management do not care. This is very gross I do not smoke cigarettes so why should I have to deal with this damaged carpet? Their lease states that tenants are charged for damages done to the carpet so this should have been REPLACED definitely if you charged the previous tenant for the damages!! It is so annoying I am concerned about my ****** health. I just want the carpet replaced in both bedrooms this is a simple request and a health concern. Very poor management indeed the level of disappointment is very high. On top of that, the manager lied and said I was informed they weren't going to change the carpet NO parent is going to want their ***** on a cigarette-burned carpet. I will address this with more than one party until a Resolution is reached.

• Initial Complaint

  Date:01/12/2023

  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.

  Beginning of November in the aftermath of Hurricane Ian, electric problems have occurred with all kitchen and living room systems not functioning/consistent. Business claimed to resolve issue to no avail. Multiple maintenance requests have been filed after first incident. Property Manager has refused to converse about electrical issues. Audio of sparking can be heard and occasional smell of smoke, deeming a potential fire hazard. Lease contract states protocol for maintenance issues to have been followed thoroughly in comparison to Business not fulfilling repairs as mentioned. As of January 11 2023, issues are still on going. No completion of repairs have been made. Leasing contract is for tenant to pay for rental services as well as the lessor to uphold contract stated services. No history of Tenant in violation of contract. Because of electrical problems, items in refrigerator have spoiled, no heating is accessible, nor is oven in working order not allowing cooking to commence.

• Initial Complaint

  Date:10/20/2022

  Type:Product 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.

  Complaint ID : 18019744 INFO YES I HAD TO MOVIE OUT ASAP DO TO HEALTH REASONS AND FACT THERE WAS RAW SEWER BACKING UP IN THE APARTMENT FOR 3 DAYS WITH THEY DID NOT TAKE ANY ACTION ON FIXING IT AND NOW TRYING TO BILL ME $1480 EVEN THOUGH I SENT THEM A lease termination agreement VIA EMAIL WITCH THEY ACKNOWLEDGE AND WAS IN THE WRONG ON THE PHONE " The Rental Unit Is Unsafe or Violates Florida Health or Safety Codes If your landlord does not provide habitable housing under local and state housing codes, a court would probably conclude that you have been "constructively evicted;" this means that the landlord, by supplying unlivable housing, has for all practical purposes "evicted" you, so you have no further responsibility for the rent. Florida law (Fla. Stat. Ann. § 83.60) sets specific requirements for the procedures you must follow before moving out because of a major repair problem. The problem must be truly serious, such as the lack of heat or other essential service. " There forth i sent them a lease termination letter va email witch they acknowledged on the phone or at lease the leasing office did as they was in wrong i also paid a $500 secret deposited via money order did not get any info or documentation witch banking info that money was being hold in also witch is illegal by the way because so please have what ever property manager reach out to me @ ************ email *********************** thanks , **** ****** THIS BILL NEEDS TO BE WAVE FOR landlord does not provide habitable housing under local and state housing codes

• Initial Complaint

  Date:06/27/2022

  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.

  On June 13th 2022, my girlfriend and I returned home from vacation to see a gaping hole in our back window. The hole was about the size of a baseball and there were glass shards all over the ground and kitchen area. We immediately left the property and reported it to the leasing office to see if we could get an immediate fix. Their suggestions were to file a police report with the Jacksonville Sheriffs Office, which we followed up on. Case number ********* was filed on June 13th 2022. During that time a maintenance request was put in “fix” the window. When we finally returned home the solution was placing three pieces of duct tape over the hole. We gave the permission to come into the apartment and fix the issue. They did not clean up any of the broken glass in the surrounding area and left the screen off the apartment window. This did not resolve the issue and made it worse from a security stand point. I then returned to the office exactly two weeks later to report the issue did not get fixed. No further work was done to area. When asked about a solution the group provided the answer of “put in another maintenance request”. There is still has been no immediate action to get this corrected. From a security standpoint, the apartment is inhabitable. I tried to get in touch with what the refer to as “corporate” when asked for their contact information I was provided with the answer. “We are not legally allowed to give you the number, but you can google them” After spending searching desperately on google, I found nothing under the names I was given. Schweb Properties/ Management. This important issue was not resolved within 14 days plus and creates a huge risk to the safety of the renters.

  Business Response

  Date: 06/29/2022

  I sincerely apologize for all of your troubles. The tech that worked on the temporary fix has been out sick. We will place an order for the glass will install as soon as we possibly can. 

  Thank you for your patience and understanding. 

  Customer Answer

  Date: 06/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  It is understandable that someone can get sick during the process of replacing the window. However, the window sat unfixed for two weeks plus. The window itself could been given a more sustainable fix than duct tape. With the intent to block out any water,pest, or most importantly the security aspect. As big as the complex is, your staff has to ability to maintain upkeep for every apartment. Suggesting that someone was out sick, doesn’t address the fact that a replacement couldn’t have been provided by another one of your staff members sooner. I moved forward with contacting the city code enforcement. They will be reviewing the issues described and will provide a reasonable and safe solution. My rent shall be withheld until the right resolution is made with your business. The apartment itself become inhabitable after the seven day period with the hole still remain in glass. 
  The security is my top priority and was not your teams concern when providing help in this situation. There was no ownership town by anyway during this time. 

  Regards,

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

  Business Response

  Date: 06/30/2022

  You have a valid point. Unfortunately, the size of the apt. community does not determine if we have adequate staff to ensure work orders, are addressed in a timely manner. We have faced extreme challenges. During the time your work order was submitted our community was down to one maintenance tech. All work orders are treated with high level of importance and never disregarded. I've followed up with our maintenance tech the window was replaced. Have you had the chance to check?  Our maintenance tech has called you regarding the glass and the key to your apt.  I've tried to contact you yesterday and today, left a message for you to return my call. Have not heard back from you.  I contacted the Code Enforcement officer that stopped by your home and provided an update. I'm involved Area Manager that is available to assist the best way possible and can be contacted at **********************

  We apologize for the inconvenience and thank you for your patience.