Complaints

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• Initial Complaint

  Date:09/30/2024

  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.

  Every other day at this point our water is being shut off for 12+ hours without notice or any repayment for our flat fee 82$ water bill., which we recently found out also pays for the sprinklers that are constantly on wasting water. They make up lies to find reasons to evict people, like my neighbor who was given 2 inspections which are really them just poking their head in the door and not looking anywhere, for them to send their maintenance guy to apologize because there never was any real reason to threaten eviction and he just didnt like dogs. This morning, 2 hours before the office even opens, hours before the city water utilities is open, the water is off AGAIN. I cant go to shower or use the restroom before work because they constantly leave us with no water and tell us theres nothing they can do theyre residents too and are upset just as much. Its not okay. Neither is the fact that they violate their lease terms with giving us notice for any maintenance whatsoever. Actually notices at this apartment are practically non existent since they believe they have the right to enter your property with or without permission. Ive found maintenance guys in my apartment door open no notice, while I have animals that if I hadnt come home would of run away and been lost because of a stranger being in my unit. The lack of urgency for major issues like mold in units and leaks is ridiculous. They still have our roof flex sealed as a fix because for a straight 4 months it was leaking. I cannot complain enough about this place and how crappy the management and communication has been.

  Business Response

  Date: 09/30/2024

  These claims do not accurately portray the situation at hand and do not paint our team in an accurate light. Management has explained to the resident that a plumbing emergency was in progress and the water to the entire property was shut off. We are committed to addressing the concerns of our residents especially when it is an emergency and the water being shut off was necessary to stop units from flooding. We are not compensating the resident for water being shut off to make necessary repairs.   

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22357498
  
  I am rejecting this response because:I find it hilarious to claim that I Inaccurately represented the apartments. Maybe I should have said “ consistent water shut off “ instead of every other day. However that does not negate the issue. A good amount of these “ emergency shut offs” were because they continuously employed contractors without giving them a map of the water mains so they’d dig blindly then shut the water down for everyone. They always claim the water being shut off is an emergency and there’s never any restitution to residents who PAID for the water they’re not receiving. Attached is the 12 dates so far that have been reported to residents, we can only guess how many weren’t, like today’s water shut off where we had absolutely no notice from the apartments. I had to call more than 20 times to get them to even pick up the phone. Then she lied to me saying the emergency maintenance crew reported the issue to the city earlier in the morning. I called the city, they did not. Unfortunately I no longer have a picture of the roof outside our living room window being held together by duct tape but I’d be happy to take new ones when I get home because since the leak, which took them over 3 months to bother repairing mind you, is now simply painted over. As for the situation with my neighbor they threatened eviction to her for “ a urine smell “ coming from her unit which there wasn’t. This was a week after she reported a leak to the office. When maintenance came he refused to work then came back with a leasing agent who said theee was no issue. The next day she had a 3 day inspection notice put in her door. On September 17 they performed an “ inspection” of poking their head in and saying ok it’s fine, then proceeded to again say there was an issue because of the cleaners used on the floor. Later the maintenance guy came and apologized for the problem since the real reason he refused to work was the animals in the unit. I find it extremely unprofessional that the leasing staff is trying to negate these issues as insignificant and incorrectly portrayed when in reality all of these issues are caused by the poor management communication and maintenance of the property. 

   

  
  Sincerely,
  
  Sara August

  Business Response

  Date: 10/01/2024

  As mentioned in the previous response, the water was shut off for an emergency plumbing repair. to stop water intrusion in someone's home. Thank you!

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22357498
  
  I am rejecting this response because:
  Once again the entirety of the complaint has been ignored by the property manager. I have an issue with the lack of communication and lack of notice, the 12, not just 1, but 12 water shut offs most of which were due to negligence on both the contractors and complex’s end, the consistent maintenance issues and complete lies from management, and now retaliation against us for making a complaint in the form of removing our property from our balcony without any notice. This is NOT just about the last water shut off, it’s an accumulation of everything the management team has neglected to take action to fix. From letting contractors and maintenance enter my unit without notice which is against our lease, to the roof leak we were told was fixed but is still again taped together. The absolute unprofessional behavior by Shavon the property manager and the regional manager was disgusting. They both refused to provide contact information to the landlord despite that being a violation of fla stat.83.50 and instead wrote a fake email shown in the picture of “nojackass@ gmail.com” before crossing it out and providing a corporate complaint email, which no surprise is not real either. The fact that the rest of the complaints listed have not been addressed including the mold in the downstairs unit, the lies told to my next door neighbor in an attempt to evict her, likely the mold in MY unit as the leak that was left for us to suffer through for months was never actually properly fixed. As shown in the photo provided the tape has now been painted over in an attempt to cover it. I was simply asking for residents to be compensated for the days without water we were forced to endure due to management either not providing a map of water mains to contractors, and/or continuously employing said contractors despite having multiple issues and knowing they have an extensive history of hitting water lines. These were NOT emergencies as emergencies are unavoidable. These were as a result of negligence. 
  Sincerely,
  
  Sara August

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22357498
  
  I am rejecting this response because:
  
  This is an add on to my existing complaint as the files attached did not send for whatever reason. In regards to complaint number #22357498. The following are the dates the water has been shut off, the number of calls I had made this morning as an attempt to get in contact with my apartments, the email sent today expressing frustration with the lack of communication and gaslighting attempt to negate the seriousness of consistent water shut off. I had to use screenshots of the video to send it but it’s of the “ inspection” I mentioned they did on my neighbor where they only poked their heads in then left 2 minutes later. I don’t appreciate being told I’m inaccurately representing something when we have more than enough evidence to show I’m not and this is only from the last few months alone.

  Business Response

  Date: 10/03/2024

  As mentioned in previous responses, the water is shut off for emergency purposes to repair plumbing issues. The inspection of another resident's home is not relevant to your complaint of water being shut off to the property. We understand everyone's frustration when the water is off, however, we have to take care of issues that come up around the property immediately, and that is exactly what we do.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22357498
  
  I am rejecting this response because:okay so this is now you refusing to address or remedy any of the issues I mentioned simply because you don’t think there issues? Interesting. The water shut offs that were due to your contractors which you lied to residents about them not having a map of the water mains is NOT emergency shut offs. Knowing your contractors continuously hit lines and continuously employing them anyway meant you knew the problem was happening and would likely happen multiple times again until their work was finished but did nothing to stop it or the water from being turned off. I do not see that as an emergency neither does any other resident on property. I complain about the neighbors situation because it is directly related to me. The mold downstairs that caused residents to be let out of their lease is a very serious issue and raises LOADS of safety concerns for our unit. The leak in our roof which we were told was fixed 4 times but wasn’t, instead was taped together then painted over. which has been mentioned many times now, you’ve refused to acknowledge or take any action towards. Last time I mentioned it you sent a maitence man into my unit with NO notice for me to find with my door wide open. Then Jay told me “ making a request is notice enough and you don’t need to give written notice when someone enters for both pest control or maintenance, which directly violates our lease contract. I see what you did to my neighbor with lying about issues to force a false inspection when your Maintenance man was Lying just because he didn’t like dogs as terrifying and extremely unsafe. We both see that event as retaliation for her reporting the leak you and your team neglected to fix for a week. Which means there’s likely mold not only downstairs, but in our walls from the leak we had for months, and in her unit due to the numerous leaks she has, and currently still has as the last hurricane caused her roof to leak which again DIRECTLY impacts our unit as we share a roof. Just because you don’t want residents communicating on issues you cause does not make it irrelevant to me. I asked for a very simple solution to the issues created by you and the contractors employed by you that on every occasion when the water lines were hit you lied to us and told us the apartments would no longer be using them.  I’m not sure how many times I need to list out my issues for you to understand it’s about more then just the one shut off. But the fact that you’d rather fight residents and create a plethora of more issues to avoid solving the main issues shows plenty. I do not feel safe with the current situation or administration. I do not feel safe knowing that you and your staff consistently retaliate against residents by removing property that doesn’t fit your personal taste, or having maintenance men lie about issues to threaten eviction, and that’s ONLY my building. I’m sure if I asked other residents I’d find what’s happening to us is just the tip of the iceberg. I do not think getting compensated for the days we paid for water but were forced to go without because of a lack of communication, management, and incompetent contractors is a good enough reason to claim emergency that you make residents pay for. Like I’m asking for 30$ off all residents rent for one month. As that’s about what the 12 days would equal. I’m asking for notice that’s legally required and in my lease. I’m asking for a monacum of communication from the office and for you to address issues. But you refuse to take responsibility for the actions of yourself, your staff, or tour contractors and continually refer to these shut offs as emergencies while ignoring the list of issues I’ve brought to your attention. This is extremely unprofessional on your part as a property manager. And again you are required by law to provide to landloards contact information pursuant to fla stat. 83.50 which you both refused and failed to provide on numerous occasions. So you can give that informations to residents like we are legally entitled too. 

  
  Sincerely,
  
  Sara August