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:01/23/2025

  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 did an online application for a specific apartment 2 beds 1.5 baths. They accepted me and collected application fees, administration fees, and a security deposit. I got a move in date but when it came time they did not actually have any such apartment. So I packed and waited 2 weeks for an apartment that did not exist.

  Business Response

  Date: 01/23/2025

  Good afternoon,

  Miss ***** applied on 01/03/2025 and we gave her a to be determent move in date for 1/24/2025. Our Leasing Agent ****** ******** was working with her doing the paperwork.  Our Leasing Agent ****** ******** contacted her January 16th to informed her about the unit not being ready on January 24th, due to the sewer line being replaced in that building. On January 17th ******* ***** called very upset about the unit not being ready on the day that they needed to move in. We told him that the unit will be available in February 3rd and he was ok with moving in on 2/3/25. 
  ****** called the leasing office to speak with the property manager about her unit not being ready on 1/26/24, and us not communicating with her. She told the Property Manager that she will bring the police to our office because we stole her application fee, administration fee and security deposit.We told her that all the fees were posted on the account for Building 36 unit 107 and will be refunded to her is she can provide me with a forwarding address. She told the Property Manager ******* ***** that she will have the sheriff here on 1/24/25. I told her thats fine that her money will be refunded today, and she needs to expect it in the mail. Please see the final account statement for her refund of $130 application fee, $150 administration fee and $250 security deposit.
  
  Thanks,

  
  ******* *****
  Property Manager
  Buena Vista Apartment
  ***************
  *****************
  Phone: ************
  Fax: ************
  *****************************************************************
  ***************************************

• Initial Complaint

  Date:11/13/2024

  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 in May 2024:- I was told that the ac was not blowing correctly and it would be repaired upon move in - My dryer outlet was not wired correctly - It took Buena Vista 3 months to resolve that issue after I continuously emailed and called them. I had to walk into the office and cause a scene to be taken care of. - Hurricane ****** damaged my AC - I put in a maintenance request on October 11th -I was understanding because I know that others were affected by the storm. I called the officeon the 12th for an update and was told I would get a call back. I then called again on the 13th, 16th, 19th, 24th (Also went into the office with no help), and 25th and was told that they were talking to maintenance and I would get a call before the end of the business day. It wasnt until my dad went into the office that my request was even entered into the system.- I was given a portable ac unit and my apartment is still at ********************************************************* this situation. - It has been a month now since I have lived there and keep getting the run around for when it will be fixed. - I need compensation for my time and for my apartment to be fixed.

  Business Response

  Date: 12/13/2024

  Please see attached.

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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 have been without a good working ** in the apartment since we rented almost a year ago. Friday last week, the ** broke, and we have been without ** since then. Management has ignored our requests to fix the **. My husband has been sick due to the heat in the apartment. We have not received an answer, a rent discount, or a working portable ** while they figure out how and when to fix the **.

  Business Response

  Date: 12/13/2024

  Please see attached.

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair 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.

  We have had non stop issues from the start here. From the moment we moved in, we have had issues. Our upstairs bathroom door is from another unit, and does not fit. We haven't been able to close that door since we moved in here. We have no peep hole on our front door. Our upstairs closet ceiling leaks every time it rains outside. We have a bug infestation that has gotten only worse throughout time. Our shower handle is not attached to our wall leaving us a giant sized hole in our shower. Our air filter had not been changed in at least 3 years, it was completely matted with dust. We had roofers working on our building - was told it was going to be from June 6- June 13, yet they have been working and still are (June 22). I set my patio furniture back onto our patio on the evening on June 13th (when the workers were supposed to be done), and soon realized that my belongings that were on the porch were covered in splotches of dried cement, logs, wood chips, STAPLES, and NAILS. During the roofers working on our building, our AC also went out on June 16th. Called emergency maintenance who brought a temporary AC later that evening and informed us that our AC would be fixed the next day. When we got home on June 17, our ac was still broken, and the temporary was gone. He brought us another temporary hours later and then stated that out ac wouldn't be fixed until Monday, leaving us all weekend without AC. We have now gone 7 whole days without AC, and today (we think) it was finally fixed. 7 days without any AC in the middle of June, in Florida. Throughout Monday-Wednesday, we have been lied to our faces from both the front office and maintenance stating multiple different excuses as to why our AC had not been fixed yet. Conveniently, after leaving a detailed one-star review on yelp/google, we have seen recent five-star reviews submitted by Mike and Rochelle; who coincidentally are the same two people from the front office that we've had issues with for the past seven days.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/06/24) */ Thank you for contacting Buena vista Apartments and letting us know about your experiences with our community. I can see that you're frustrated with the experience with Pest Control Service that we have provided you, the uncompleted work order and a new roof leak. On June 23rd after I spoked with the Pest Control tech, I was told that your unit was not infested with roaches and there were no active termites' only frass outside of your unit that the Pest Control tech treated. The building that you are living at this moment, the roof is being under replacement currently. This will prevent any upcoming leaks in the future. During the time that your roof is under construction you stated that on June 13th you moved back to your patio balcony your furniture. If this furniture was damaged, please send the pictures of the damages to furniture if you are inquiring for a reimbursement. While roofers where working replacing your roof, they broke your condenser line releasing all Freon and did not advise us of the damages. When we contacted the owner of the company, they told us that unfortunately they did not have any HVAC Company on-call. We did install a window unit while all repairs and parts arrived. We immediately submitted an order through HD supply for the following items: Freon, the whip and a scale. When we submit an online order, we must wait until the manufacturer releases the shipment and the delivery person arrives with all items. Unfortunately, they all came separate. We made the necessary repairs to your condenser and now it is working fine. Yesterday, we sent you a notice to your door informing you that we will be completing all open work orders on Monday 27th, because we don't have permission to enter your unit. Once again, I apologize for any inconvenience caused. If there's anything else I can help you with, please feel free to contact me. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Buena Vista, You replied to me stating that on Monday, June 27, from 8am-4pm you guys would be completing all of our requested work orders. It is now Wednesday, June 29, and only one request has been fixed. We requested for - a peep hole on our front door - a new door that fits the frame to our upstairs bathroom - ceiling replacement/repair for our cracked/leaking ceiling in our upstairs closet. - our bathtub handle to be reattached. - our patio to be cleaned up properly from destruction due to the workers that you hired to repair the roof of Building 33. - Bug infestations. - Warping/sinking bathroom floors. On Monday when we got home from work, we received a maintenance sheet stating that someone's name starting with a C (can't read the handwriting) came at 3pm to reattach our bathtub handle, and stated that they also measured our bathroom door to get one that fits the correct measurements. Our work orders are STILL NOT DONE, 4 months later, even though you stated that it would all be fixed on Monday June 27th. Still extremely unhappy. Still would like to be released from our lease without penalty. Business Response /* (4000, 9, 2022/07/07) */ Options for the resident to move out are available. We will approve a move out without termination fee as long as a notice to vacate is given to the leasing office. We will continue with all repairs needed and schedule with the resident. Consumer Response /* (4200, 11, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We accept the termination without penalty. Will be following up with Buena Vista in regards to our termination/move out date. - please notify us when/if maintenance will be coming to our unit. Pest control came yesterday 7/8 without our knowledge.... They never state what areas of our townhome they treated or with what... could the chemicals be harmful to our dog? Business Response /* (4000, 13, 2022/07/12) */ Thank you for your response. Buena Vista will give a 24 hours' notice prior to entry for work orders that need to be completed. As you stated prior-a pest issue was noticed. We continued to send ****** Services to treat your apartment as needed. If you would like this service to end, please notify the office prior to Thursday. When you have a date set for move out, please turn in your notice to vacate, this is needed for termination fees to be waived. Consumer Response /* (3000, 16, 2022/07/16) */ This is in response to the response from Buena Vista on July 12, 2022. We will be moving out on the 30th of this month. Apartment *** will be empty on July 31, 2022. And to confirm, this is an agreed upon termination of our lease without penalty. Business Response /* (4000, 18, 2022/07/19) */ Email sent to resident for a formal notice to vacate form to be completed. Consumer Response /* (2000, 20, 2022/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will be dropping off the following papers attached to the Buena Vista office tomorrow, July 26, 2022. (Couldn't figure out how to complete it online)