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:03/18/2025

  Type:Order 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.

  Dear BBB,I am submitting this complaint regarding my experience with ************** and its management. When I moved in at the end of September, I was assured that the buildings amenitiesspecifically the sauna, steam rooms, and other facilitieswere under construction but would be available the weekend of my move-in. However, it is now nearly April, and these amenities remain closed with no clear updates from management.Over the past several months, I have repeatedly inquired about when these amenities will open, yet the leasing office has only provided vague and dismissive responses. Their lack of communication and transparency has been frustrating, especially considering these amenities were a major factor in my decision to lease here. The entire winter has passed, and I have been unable to use the advertised features of this property.Additionally, this morning I was abruptly awakened by extremely loud construction noise from the apartment above me. The noise was so disruptive that I could not even have a phone conversation. When I reached out to the leasing office to ask if they could notify residents in advance of such disturbances so we can prepare accordingly, their response was dismissive, simply stating, Things happen. This level of disregard for resident concerns is unacceptable.I am requesting the following:1.A clear and honest update on when the amenities will be available.2.Improved communication from the leasing office regarding construction, maintenance, and other issues that affect residents.3.A resolution for the ongoing inconvenience, whether it be a rent concession, a timeline guarantee, or another appropriate remedy.I chose this apartment based on the advertised amenities and was misled about their availability. I would appreciate the BBBs assistance in holding Alta K accountable for its lack of transparency and failure to deliver on its commitments.

  Business Response

  Date: 03/20/2025

  The building renovations of the entire amenity space were complete in September, but after evaluating the original sauna design, we saw an opportunity to make it even better. Were now redesigning the space to create an enhanced experience that will include both a sauna AND a steam room. Our team is finalizing plans, and well move forward as soon as everything is in place with informing the residents.

• Initial Complaint

  Date:09/10/2024

  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.

  Alta @ K Station blatantly doesn't respond to resident frustrations when we email them. They are renovating our Gym and basketball court. They told us it would be done in July, then August, September and finally November. We have gathered 35+ residents who petitioned the property manager, *** ********, to please give us an update on the progress (we arent asking for the moon)! Once we got the petition going, she finally sent out an email but it was beyond vague and didnt explain any information. This property management company is a scam and they are beyond wrong for blatantly not keeping us in the loop.

  Customer Answer

  Date: 09/11/2024

  Here are comments on the community feed from many other residents. When I asked the assistant manager, ****, if he monitors the community feed to get a sense for the attitude of the residents, he said that "the community feed is only for residents to interact." Well, **** IS A RESIDENT LOL. He has blatantly kept quiet about the failure of this property management staff at ***********. How do they not monitor the community feed? Ridiculous.

  Customer Answer

  Date: 09/11/2024

  This is the email I sent to ******** and ****, two of the "higher **** at Morguard. I have spoken with **** in the past about the horrendous management style and of course...nothing was done.

  Customer Answer

  Date: 09/11/2024

  This is my interaction with ****, the assistant community manager who LIVES IN THE BUILDING!

  I live on the 9th floor. The gym is on the 8th floor. It was so convenient to just walk down a flight of stairs and boom...there's the gym!

  NOW...I have to take the elevator down to Floor 1, walk outside to the **********, take that elevator to the 8th floor to gain access to the temporary gym. 

  They told us this would be completed and resolved August 16th. IT'S SEPTEMBER 11TH AND STILL NO CHANGE!

  Business Response

  Date: 10/08/2024

  Hello BBB,

  Both my District Manager and I have met personally with this resident on 09/27/24 to discuss the current renovation project that is occurring in the building. He is fully aware of the process and the expected timeframe. Mr. ******* left the meeting with an understanding that a delay in construction is out of our control and that we will continue to keep our residents updated as to when they can use the free amenity space.

   

  Please let me know if there is further information that you may need to mark this file complete.

  *** ********

  Community Manager / Alta

  Customer Answer

  Date: 10/10/2024

   
  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

  Date:09/07/2024

  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 moved out of the property located at ********************* on 9/18. I had a security deposit of slightly over 2k. I have been living there for five years- in that time my rent was raised 38% which is why I had to move. They charged me 375 for cleaning charges after telling me that after 5 years they have to replace carpet and paint- not to worry about those types of issues. I have no description of the why they charged that much and I have video of the condition in which I left the apartment. They also charged me $600 for chipped tiles in the kitchen. Some where cracked when I moved in but I didn't know I should have documented it. Also the tiles are cheap if you drop a lid they crack. It doesn't seem fair that after 5 years that is my responsibility. $600 can replace the entire kithen floor. They gauge residents with hikes and no improvements to our living conditions. Gates there were never closed, a pool constantly under repair. We don't receive any credits when they cannot provide, but we are penalized for basic wear and tear. Shame on Morguard- I see they have many complaints and I should have checked this before I ever moved in.

  Business Response

  Date: 09/10/2024

  Good afternoon Mrs. ******************* you for bringing your concerns to our attention regarding your recent move-out from ***************** at *******************. We take all feedback seriously and aim to address each concern with transparency and fairness.
  Id like to address the points raised in your recent complaint to the Better Business Bureau:
  Cleaning Charges: Upon move-out, a thorough inspection was conducted, and the cleaning charge of $375 was assessed based on the condition the unit was left. For example: Appliances needed extra cleaning, Bathroom Toilets and Bathtubs needed additional cleaning as well as the whole unit needed odor treatment. While you were informed that items like the carpet and paint would need to be replaced after five years, the cleaning fee covered areas that required additional attention outside of normal wear and tear. I understand that you may have concerns about the charge, I have attached the invoice from the company we hired to complete the cleaning that was required.
  Tile Damage: Regarding the $600 charge for the kitchen tile, we understand that tiles can crack over time, but our policy is to assess damages based on the current condition of the apartment upon move-out. If pre-existing damage was not documented during your move-in inspection.
  Rent Increases and Maintenance: I understand your frustration with the rent increases during your tenancy. While rent adjustments are made in line with market trends and operating costs, we strive to ensure that our residents receive value for their rental payments. I regret that certain amenities, such as the pool and gates, did not meet your expectations during your time with us. Please know that we are always working to improve the property and address ongoing maintenance concerns.
  I understand that you had a telephone conversation with ******* ********* our ******************* Manager after you had received your deposit back from Deposit Cloud.  I believe ******* sent you marked pictures of the cracked tiles for your records, and he carefully reviewed your move in condition form,but we were unable to find anything on the tiles at move in.
  We are more than willing to review any evidence you have and ensure that all charges were applied fairly and in accordance with our policies. Should you have any pictures or footage of the cracked tiles in question; please feel free to forward those to me at ********************** I have attached pictures all cracked tiles found at move out, the move in condition form you signed at move in and the invoice to replace tile and get the unit cleaned for your records.
  
  Thank you for your time, and we appreciate your understanding.

  Respectfully,

  ****** ******* - Community Manager

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22254038
  
  I am rejecting this response because: I have video of the condition in which the apartment was turned in, appliances and bathrooms were clean enough, no stains, I cleaned the counters and sinks and floors, the oven has a self cleaning function which I ran prior to leaving and the dishwasher needed replacement. Cleaning an apartment prior to a new tenant is not my responsiblity. Changing the carpets and painting could also have taken care of any odor in the apartment. I requested a walk through and asked about charges prior to my departure, I stand firm in my complaint that your charges are unethical and prey on tentants paying what the corporation should be resonsible in paying when turning over the apartment to a new tenant especially after 5 years. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/30/2024

  Good **************************** response to the concerns, you raised in your complaint to the Better Business Bureau regarding charges incurred after the termination of your lease.
  I understand that you believe the apartment was left in acceptable condition upon your departure and that you question the charges associated with cleaning and repairs. However, we would like to clarify our position, and the lease terms agreed upon at the commencement of your tenancy.
  1. Cleaning Obligations:
  While we appreciate that you undertook some cleaning efforts before vacating the apartment, the lease explicitly states that tenants are required to return the unit in a condition comparable to its original state,barring normal wear and tear. Our final inspection revealed several areas that required additional professional cleaning beyond what was completed prior to your departure. This included the oven, which while self-cleaning, did not meet the required standard for turnover to a new tenant.
  2. Carpet and Odor Mitigation:
  As for the carpet and any odors, we have a duty to ensure the apartment is in an optimal condition for the next tenant, which may involve carpet replacement and odor mitigation. These steps are part of normal turnover procedures, particularly after an extended tenancy. While your stay of five years is acknowledged, the wear and tear seen in the apartment was deemed beyond normal levels, necessitating further actions. 
  3. Pre-Departure Walkthrough:
  I understand that you requested a pre move out walkthrough prior to your departure. We strive to accommodate these requests whenever possible, but a final move out inspection for charges is typically conducted after the tenant vacates the premises to ensure a thorough review. I apologize if there was any misunderstanding on this point.
  4. Charges and Lease Terms:
  The charges in question are directly related to the costs incurred in making the unit ready, in line with the terms of your lease. We ensure that all charges passed on to our former tenants reflect actual expenses, and we stand by their legitimacy.
  Please find the attached photos and invoices showing proof that we went above and beyond to ensure the apartment was made ready for future residents.
  While we understand your frustration, the charges assessed are consistent with both the lease agreement and our standard turnover procedures. We trust this addresses the concerns youve raised.

  Respectfully,

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

  Community Manager

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22254038
  
  I am rejecting this response because: I was told that after being a tenant for five years the carpet would be replaced by law for the next tenant.  I reject the obligation of paying for that cleaning.  Am oven cleaning is not $375 cleaning,  it needed to be replaced.  Again, not my obligation.  I will remind you that my rent increased 38% And as a tenant,  I didn't receive anything extra or renewed over 5 years .  You refused to do the walk through on Saturday.  And you didn't ask for me to come on Monday to do it.  You said it wasn't mandatory.  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:08/13/2024

  Type:Product 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 March 19, 2024, I was provided via email a move-out statement which documented the process for receiving my security deposit as well as a move-out credit. The security deposit was received electronically however, the move-out credit was to be received in the form of a check and forwarded to the address provided. I have informed the property, Fenestra Apartments of *********************, that I did not receive the check. I have called and left voicemails and sent emails and at this point I am not being responded to.

  Business Response

  Date: 08/14/2024

  Hello,

  After looking into the situation the refund was to be processed by an employee that left our company around that time. I have spoken with ****** and we will be sending a refund to her with our next check run. Please let us know f you have any other questions. 

  Thank you, 

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

  District Manager

• Initial Complaint

  Date:08/07/2024

  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.

  I have been a resident at one of the property management apartment locations and recently I had transferred to a newer unit and signed a new lease. Every since I have done that there has been so many disruptions when it comes to charges. I paid my rent for the month of July on July 3rd and transferred into my new unit on July 20th. I was told that since I made the rent payment for my previous unit that I would be credited. My rent payment on July 3rd was $1409, $1411 with the service charge fee added. On July 20th I was told in order to move into my new unit I would have to pay $752 for the prorated rent. My base rent for my new unit is $1945 so the prorated rent for July 20th-31st should have been $690. When I called and asked management in the leasing office why I was being charged $752 I was told it was for utilities.what utilities I am being charged for no one could explain. None the less I went ahead and made the payment. On July 22nd there was a credit amount in my account in the amount of $486 for my previous unit. My base rent for my previous unit was $1370 if we do the math my rent payment for the July 1st-20th should have been $883, since I paid $1409 I should have been credited $525 and not $486. On August 1st I went to check my portal and my account showed that I was only credit $412 and that $85 was taken out for a cleaning fee and so that $327 was credit from my previous unit to my new unit. When I called and asked the leasing office why was I only credited for $412 I was told thats how much my credit was for paying my July rent on my old unit. I expressed to management several times that the math is not adding up and that $412 is not my credit amount it should have been $525. After not hearing back from anyone for 4 days I went to the leasing office and spoke with a new ********** pull up my account & after further investigation we found that problem. Morguard showed that I only paid $1082 for my July rent payment which is incorrect.

• Initial Complaint

  Date:07/03/2024

  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.

  Hello I have been trying to move out of ************************* end of June 2024. I walked inside the office and personally handed a cashiers check for $1900 to go to my rent and move out expense. I gave that check on June 20, 2024. That check has not been applied to my account. I went in person and was told not to return to the office because the leasing agent was new and did not know how to apply payment. Logging into my account it shows I owe over $3,000. I should not be paying extra late fees for their incompetence to be trained how to apply a payment. I fear I owe more money for their mistakes and have done everything on my part to move out. I was told on June 20th to turn all appliances off and can move out. Today 7/3/24 there is still a $3,000 payment being owed for settlers creek. I demand to report their leasing agents as they are holding onto my money illegally. My credit is going to be effect I need to know this is being settled and I am not being taken advantage of. My roommate has emailed the business and called and we can not get an answer.

  Business Response

  Date: 07/08/2024

  We apologize for any inconvenience ********************************* has experienced. However, when he came into the office as he states, he slammed his fist down and was yelling at our new employee. She tried to explain that she was new and that we would remedy the issue upon the manager's return. Due to the 4th of July holiday, the manager had this on her to-do list and trained the new employee this morning 7/8/2024.
  We want to assure you that **************************** account is now up to date, and the account balance has been corrected. The manager has also spoken to his roommate and confirmed that this issue has been resolved and apologized for any misunderstanding. When we tried to reach out to ***********************, his phone was not accepting calls.
  Thank you for your understanding.
  

• Initial Complaint

  Date:04/12/2024

  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.

  On April 8th 2024 I received a lease renewal offer withdrawal notification posted on my door. I was surprised to receive this since i already signed my new lease after receiving the renewal offer in February. There was no discussion made beforehand or explanation offered to me by management before this withdrawal notification was posted. I've resided here for four years and I've never experienced anything like this before. This happened on the heels of my making another complaint about a then ongoing issue on the Friday prior, April 6th. I once again brought the nuisance issue to the office staff's attention, since nothing had been done to resolve it and I kept just having suffer through the frustration and sleep deprivation.Almost immediately upon entering, i was barked at by the manager. Rather than exercise some good customer service and offer a resolution, the office manager chose to weaponize the police against a black woman whose issue she chose to ignore for weeks.The police officer showed up, took a statement and assessed that there was no threat. In fact he advised me that I did the right thing by bringing my issue to the office staff's attention. Unfortunately, the manager then took it upon herself to retaliate against me by terminating my new lease. Going as far as removing it from the resident portal and placing the notification on my door the following Monday. Conversely, it took just one day(same day) for my white male neighbor to complain about our shared issue, for action to be taken by the staff. This neighbor informed me that he spoke with the manager who advised him a notification would be sent the same day to the nuisance neighbor, to rectify the situation with his dog or face lease termination. The noise was gone the next day and the days following. Why was I not offered the same courtesy, urgency or information? I truly believe I was discriminated against by the office staff and manager due to my race and my issue was not taken seriously.

  Business Response

  Date: 05/13/2024

  Hello,

  It appears BBB was sending these complaints to an associate, *********************, whom is no longer with Morguard.  I just received this complaint today.

  Morguard has a responsibility to provide a safe and respectful environment to our associates.  While this resident's concerns and frustrations with the barking dog are understandable, the manner in which she treated our associates was unacceptable and we had to take action.  Please note that the phone call was recorded, and I listened to the full recording which was about 15 minutes in length.  This resident was demanding that the manager stop her meeting immediately to speak with her and went into the office after repeatedly refusing to leave a message with the Leasing Consultant that answered the phone. I am told this escalated even further once she arrived at the office prompting the manager to contact the police.  I was not witness to that so I can only say what was reported to me.

  We regret that this incident occurred and there is always room for improvement on our part.  Our leasing consultant was new at the time and could have done a better job at de-escalating the situation and addressing the resident's concerns. We are working with him on these skills.  However, to state that we acted based on anything other than the resident's abusive behavior is simply inaccurate.  

  Business Response

  Date: 05/14/2024

  Hello,

  We discovered that BBB communications are being send to an associate that is no longer with the company.  This has resulted in complaints going unanswered and I need to update the contact information.  

  These should be sent to ****************************** moving forward.  How can we get this updated with the BBB?

   

  Thanks,

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

  Business Response

  Date: 05/15/2024

  Hello,
  It appears BBB was sending these complaints to an associate, *********************, whom is no longer with Morguard.  I just received this complaint today.
  Morguard has a responsibility to provide a safe and respectful environment to our associates.  While this resident's concerns and frustrations with the barking dog are understandable, the manner in which she treated our associates was unacceptable and we had to take action.  Please note that the phone call was recorded, and I listened to the full recording which was about 15 minutes in length.  This resident was demanding that the manager stop her meeting immediately to speak with her and went into the office after repeatedly refusing to leave a message with the Leasing Consultant that answered the phone. I am told this escalated even further once she arrived at the office prompting the manager to contact the police.  I was not witness to that so I can only say what was reported to me.
  We regret that this incident occurred and there is always room for improvement on our part.  Our leasing consultant was new at the time and could have done a better job at de-escalating the situation and addressing the resident's concerns. We are working with him on these skills.  However, to state that we acted based on anything other than the resident's abusive behavior is simply inaccurate.  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21565525
  
  I am rejecting this response because:

  The recorded call mentioned in the businesss response was one of the many times I contacted the leasing office regarding the nuisance dog.  Over the course of a month, I contacted the leasing office several times via telephone,I went into the office a couple times, and I also placed a complaint on the resident portal.  I never received a response to the complaint placed on the portal.  I visited the office before placing the complaint on the portal, and I left a message with the front desk personnel asking management to contact me and I never heard from management. Also, regarding the recorded call mentioned in the businesss response, I called the office and asked to speak to management.  I was told that management was in a meeting,I then asked when the meeting would be over, the personnel told me to hold on so that they could asked, the response given to me was I dont know.  I chose not to leave a message based on management's history of not responding to complaints. " I don't know" was only one of the dismissing responses I received during the fifteen minutes call.  I never asked the manager to stop her meeting to immediately speak with me. I was advised by the office personnel on this specific call to come into the office, I remained on the call while I drove over to the leasing office and when I walked in, I saw the front desk personnel as well as two other men listening to the phone call.  The office manager immediately approached me in an aggressive manner, I took a step back and sat down at the front desk personnels desk to prevent any escalation. The office manager was extremely rude and tried to dismiss me. During my visit in the office that morning, a few of the rude responses spoken by the manager were she cannot go into the dog owners apartment and drag the dog out. I asked her why she never returned any of my messages, and she responded she never received the messages. I asked her why she never responded to the complaint on the portal, and she never provided an answer to me. I remained seated in the office waiting for the office manager to assist me, but she chose to call the police.  The police arrived and went into the managers office.  He then walked over to me and asked me to step outside. After speaking with him, I asked him for an incident report. He told me there was no incident report, but he could provide a *** number to me. I took the *** # from the police officer and I returned to my apartment. It was a great inconvenience for me to go into the office that morning because I was still in bed when the dog was barking, but I ended up in the office because the office personnel advised me to come into the office. My expectation of having peaceful enjoyment of my apartment and respect from the office staff are basic expectations. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/20/2024

  Good morning,

  Unfortunately, we must move forward with the decision not to renew this lease based on witness accounts regarding the behavior and language used in our business office the day of this incident.  We regret that this disagreement occurred and acknowledge that we could have provided better service and tried to de-escalate the situation.  However, as I said in my original response, we have a responsibility to provide our associates with a safe and respectful working environment. 

   

   

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21565525
  
  I am rejecting this response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2024

  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.

  Morguard Management Company Inc illegally put an account ****************** COL for a balance $2,312 Feb 17, 2023 on my credit report by providing the incorrect phone number ************ and the wrong address to Shallowford Drive under the Fair Credit Reporting Act. You must provide the correct information so I can respond to the debt. You have the right to dispute incomplete or inaccurate information. If you identify information in your file that is incomplete or inaccurate, and report it to the consumer reporting agency, the agency must investigate unless your dispute is frivolous. Consumer reporting agencies must correct or delete inaccurate, incomplete, or unverifiable information. Inaccurate, incomplete, or unverifiable information must be removed or corrected, usually within 30 days. What ********* apartment did was illegal, when I turned over my key I requested a walk through and never received a proper walk through from the leasing office. I requested a walk through ******* at the time I was told they were too busy and will follow up with me later they have my number which was at the time was ************ which they currently have on file, they also provided them the wrong address which They Savoy apartment homes is Shallowford Rd, not Shallowford Drive when I contacted them. As mentioned they provided the collection agency wrong number and address intentionally so it can just hit my credit report and I can pay which is illegal. Please remove this debt. This is not my debt.

  Business Response

  Date: 01/05/2024

  Dear *******************,
  
  Thank you for bringing this matter to our attention. We understand the seriousness of the issues raised in your email and are committed to resolving them promptly. We acknowledge receipt of your dispute regarding the collection account labeled ****************** COL, and we appreciate your patience as we address this matter. While I wasn't present during your tenure, I want to ensure any inaccuracies are corrected as soon as possible. 
  
  To ensure a thorough investigation, we will undertake the following actions:
  
  Verification of Information:
  We will verify the accuracy of the information submitted to the collection agency, including the phone number and address associated with the account.
  
  Correction of Reporting Errors:
  If any inaccuracies are identified during our investigation,we will promptly provide the correct information to the credit reporting agencies to rectify the reporting errors.
  
  We understand the importance of resolving this matter within the timeframes stipulated by the Fair Credit Reporting Act (FCRA), and we assure you that we will work diligently to meet these obligations.
  
  Please be assured that we take your concerns seriously, and we are committed to a fair and transparent resolution process. We will keep you informed of our progress and provide updates as the investigation unfolds.
  
  If you have any additional documentation or information that *** assist in our investigation, please feel free to provide it at your earliest convenience.
  
  Thank you for your cooperation and understanding. We value your business and appreciate the opportunity to address this matter promptly.
  
  Sincerely,

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

  Community Manager 

  Morguard Management Company

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

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

• Initial Complaint

  Date:12/06/2023

  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.

  I applied for an apartment and was offered a waived administrative fee of $250 and monthly rent of $1440. Management was going to call me when my apartment was ready to move in and I never received that call. I got a call stating I needed to move in by 11/20 and my rent was being increased to $1466 and my waived administrative fee was no longer being waived. My apartment wasnt ready or cleaned when I moved in. I asked for a $200 concession for the inconvenience and for me having to clean the apartment and carpet myself. The apartment wasnt even safe, it was missing required smoke detectors. Its been 16 days and the things in my apartment still have not been repaired. Ive tried contacting management and I keep getting the run around. Im being asked to provide a receipt for my time and cleaning products I already had on hand. A fair housing claim has been filed as well. Was I the only one charged back the waived administrative fee? I have tried resolving this issue with ****************** and *******. I am requesting $450 for the $250 waived admin fee I was promised when I applied for the apartment and $200 for the apartment not being ready, my time for cleaning, the time Ive had to spend going back and forth with management and I worked also like my apartment fixed asap

  Business Response

  Date: 01/03/2024

  We have reached out to the resident.  The lease charges have been resolved.  We have requested receipts and documentation for the expenses incurred.  The resident has yet to provide those.  

• Initial Complaint

  Date:11/15/2023

  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.

  Morguard is a management company that manages the building I live in (****************), and they do a terrible job.A summary of issues:1. My car got broken, and stuff was stolen in covered gated parking on-site (3 cars in total).2. My personal information was passed to 3rd parties without my expressed consent.3. I was misinformed multiple times about different aspects of my lease policy.4. I was charged extra for insurance I didnt need in the first place.5. Building has failed to satisfy my request to provide me with access to my information based on CCPA in a timely manner.6. Occasions of random people (not tenants) parking in parking spots that dont belong to them.7. Unavailability of management to address any of these issues in a timely and find an appropriate resolution. The only attention I seem to be getting is when I leave a 1-star review.8. People throw stuff and spill liquid out of the window from the 15th floor.9. The smell of weed and people smoking around the building.10. One of my friends who lives here got leaks and moisture under the floor surface that happened due to improper installation.??So its not one unlucky set of circumstances around me but rather a mismanagement of the entire property.?They also pretend like they care and do all the formal stuff, such as reaching out and expressing their concerns about tenants' issues, but nothing gets done.Given the set of issues, I'd expect the property manager, *************************, and his supervisor, *************************, to take responsibility for what's happening here and start acting appropriately.

  Business Response

  Date: 12/05/2023

  12/5/2023
  RE: Response to complaint
  Location: ****************
      *************************************
                  ***********, ** 90028
  In response to the complaint regarding our tenant, I would like to assure the following:
  Our community management team and 3rd party courtesy patrol vendor ensure that our controlled access to our garage is fully operational and investigates any illegal activity and cooperates with the local authorities. If an unfortunate circumstance arises from outside parameters not within our control, as the landlord we are not responsible for any theft or damage and rather it is an individual insurance claim that will need to be utilized to recoup any costs associated with the repair or stolen items. Per the terms of our Lease Agreement for all tenants residing at our community that have a parking space included with their rent, we require the flowing to be signed in our binding contract: 
  You understand that we will not be held liable for
  any damage or theft that *** occur while your
  vehicle(s) is parked on any part of the property.
  Upon signing this agreement you knowingly accept
  the risk of parking any vehicle(s) on the property.
  We do not have any record of sharing personal information inappropriately and their claim is inaccurate.
  We do not misinform anyone of their lease agreement. It is available for all tenants to view on their portal and our lease agreement is a standard contract from the ****************************** with addenda that is particular to ********** tenant landlord law and requirements.
  We require all renters to have renters insurance with a specific interested party and a minimum requirement of $100,000 liability coverage. This was communicated to our tenant at move in and if the requirement is not meant, we have a forced placement policy to protect our property, so our residents are not held responsible for damages. We requested a copy of renters insurance to be updated and the reason for the charge is the renter did not provide us with a copy.
  We do not share personal information and all information for our renters at our community is kept confidential.
  Our parking spaces are assigned parking. We give access to those who have parking spaces to our garage and if someone is parked in a parking space not belonging to them, our courtesy patrol team is notified to tag the vehicle with a notice to be towed. Per the terms of the lease contract, we authorize a vehicle to be towed after 24 hours. The vehicle was parked in the residents parking space and was not towed because we require 24 hours. Our courtesy patrol tagged the vehicle and as a good faith customer service gesture, the tenant was given a customer service concession of $200 on June 7th. In addition, the vehicle was moved before 24 hours and the tenant was provided with an alternative parking space while the vehicle illegally parked was given a violation.
  Our property is a Smoke Free Property. Each resident signs a No Smoking addendum. Although we do our best to mitigate occurrences, they can happen.   NON SMOKING Addendum  clearly states that while we are smoke free there is no warranty or guarantee of any kind that the dwelling or the community is smoke free.  
  We immediately addressed the tenant above throwing items out of the window. We served the tenant with legal documentation from our attorney and the tenant in lease violation was evicted from the property.
  If there are any leaks or repairs, our professionally trained 3rd party maintenance addresses any issues and complete repairs within 24 hours effectively. We have no reports of such accusations from a different tenant at our community.
  All of the above complaints have been addressed to our tenant. We manage our portfolio professionally, undergo training as required by our management company and operate our community with fairness, integrity and utmost respect. If there are any further issues, we welcome the opportunity to address appropriately within local and federal jurisdictions. All terms of our binding agreement between us are handled within the terms of the contract.
  
  Sincerely,
  *************************
  Community Manager
  ****************