ComplaintsforEmerald Pointe Apartments

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Maintenance and staff do not help with anything. Anytime you call for help they hang up on you and dont help. Maintenance left a key in my door and went into my apartment without an open maintenance request. They do not want to do anything about it. I have both of my keys and never got a spare made. They told me thats not a maintenance key and just didnt care to help. Then tried to charge me to change my locks.

  Business response

  11/01/2023

  We are in receipt of the complaint and after a thorough investigation into the residents account we have determined that we have fully complied with ******* law, the lease agreement and with the residents request before this complaint was submitted. When our office was first notified of the residents inquiry, we reviewed the key log to only find her key had not been pulled from the secured location since the previous service issue was completed two months prior (contrary to the residents claim). It was determined that the resident must have left the door unlocked or open but our copy was not utilized. Our office did in fact offer to have the locks changed for a fee (much less than calling a locksmith) because we were not negligent. Since this complaint, management has offered to waive the change lock fee and replace free of charge and the resident accepted and is satisifed. With that said, there are currently no open items to attend to and this matter is deemed as completed.  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/6/20 I called the leasing office and was told they had an available apartment for immediate move in. I put in the application and gave my 500.00 deposit cashiers check. After filling out application, Paying my application fee I got a call from the new girl in the office (Ashley) who was very sweet and professional, she explained my application was denied. I asked to speak with the leasing manager Tiffany, as Ashley couldn't give me the denial reason and was in training so couldn't really help. Tiffany , The leasing manager got on the phone VERY RUDE that my application was denied because of my "background". While Im speaking with her im reviewing my report Which only has criminal traffic tickets under criminal history. I am asking Tiffany to explain WHY it was denied as I am looking at the report and it SHOWED. She became very ignorant and started saying stuff to DEFAME my character, screaming that it shows me registered as a sex offender! I was APPALLED! Saying all this inaccurate stuff in front of everyone in the office, and refusing to look at my report and take the time to explain. I went to the office with my report and proof of all the "charges" showing it was traffic tickets and to find out why i was denied and MORE why was I being called a sexual offender (WHICH IS NOT TRUE) She must have got her applications confused BUT HAD NO PROBLEM DEFAMING MY CHARACTER BECAUSE SHE DIDNT WANT TO TAKE THE TIME TO GO OVER THE RESULTS! OF COURSE WHEN I WENT TO THE OFFICE SHE WAS GONE FOR THE DAY, I SPOKE WITH OBRIEN WHO WENT OVER REPORT AND CONFIRMED ONLY CRIMINAL CHARGES WERE CRIMINAL TICKETS. TIFFANY IS VERY UNPROFESSIONAL AND CANT BE BOTHERED TO DO HER JOB WITH PROFESSIONALISM. I AM REQUESTING MY 75 APP FEE TO BE REFUNDED AND TO BE COMPENSATED FOR THIS MANAGER DEFAMING MY CHARACTER.

  Business response

  07/27/2022

  Business Response /* (1000, 12, 2022/07/12) */ Contact Name and Title: Alexandria W***** Contact Phone: ************** Contact Email: *******@kimballkey.com After careful review, we have not found any applicant name that matches or even resembles the name of the claimant in our system for applications. Our property does not employ anyone with either of the three names listed on the complaint. For these reasons we have concluded that this complaint was mistakenly filed for the wrong property. We kindly ask this complaint to not be publicly posted as it is not a reflection of our business. Thank you for your time.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started that they refused to get our mailbox fixed and continue passing the buck. We've been to the post office and they're legally not allowed to put mail into broken boxes. The hurricane took out the laundry and when I reported it to the office they told me to call the numbers on the machines. Have repeatedly called and reported these machines and they still haven't been fixed months later. We're in the middle of a pandemic and we can't even wash our clothes because this place is disgusting. Flooding happens every time it rains - we have to park in an area that in not lit and is dangerous. They have roaming tow trucks - which I thought was illegal.

  Business response

  10/05/2021

  Business Response /* (1000, 9, 2021/09/15) */ Contact Name and Title: Jen S. Contact Phone: 7275223998 Contact Email: **********@kimballkey.com Concerning the mailboxes that are broken due to the postman's own handling - this has been an ongoing issue with USPS. We are legally unable to service those boxes, as they are USPS property. We have filed complaints, shown up in person, and now they have refused to fix anymore of them so we are in the process of getting permissions to install new boxes entirely. All residents have been made aware of this and we even have a mail area set up in the office for those residents. Regarding the laundry rooms - those machines are serviced by CSC Service Works. Every machine has it's own number and the phone number to call in when they're not working properly. We are not able to service those machines per our contract with them. We place tickets multiple times for machines, however residents are responsible for calling them in. We are a renovation property and phasing out those laundry rooms. Less than half of our community does not have laundry in unit. Our groundsman is responsible for the upkeep of those laundry rooms and we address them every day. When people regularly throw large garbage bags in the trash cans meant for lint and smaller items and leave household items behind, they start to look unpleasant. Flooding - we live in St. Petersburg and it is notorious for flooded streets. We are no exception. We've repaved the entire parking lot to try and elevate it, however, we are connected to the bay and when the streets back up, we back up. It's the nature of the beast. We leave the back gate open when it rains for residents to have another exit. And lastly - towing is absolutely present. We are a large apartment complex and we need to ensure our residents have sufficient parking. All residents sign a parking addendum upon move in stating the rules of the community as far as parking. They are fully aware of tow trucks, and essentially - no one should have any issues if they're retrieving their decals as they should. We send out a plethora of notices for everything, so not being aware is untrue.

*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. ↩