Business Profile

Property Management

Robbins Property Associates, LLC

Headquarters

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Complaints

This profile includes complaints for Robbins Property Associates, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:01/14/2025
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.
Hello,Ive been renting at ********** under ****** Property LLC for 2 years. I recently put in a 60 day notice as required by my lease on 12/16/2024 with my lease ending 2/18/2025. During this time I was hoping to buy a home which unfortunately fell through. They were notified on 1/2/2025 where I asked if it was too late to potentially resign another lease or what other options available. My notice was immediately canceled without confirmation. I attempted too see if they have larger units on the floor I preferred and they did not and let them know the notice would need to remain on 1/10/25. I was told I would need to completely resubmit a 60-day notice and now be charged the prorated month-month fee of $3300. My current rent is $1807. I asked why the 3 weeks already given was not being accepted and was told it was deleted in the system. Its 2025 and to say it cant be backed dated is a bold lie. I also said that it is fine I will go ahead and pay month-month fee for the one week (8 days) that the apartment was taken down, and still told no. I will be charged month- month prorated amount of $3330 plus additional charges from Feb 19-March 10th. This is an exploratory practice to gain funds and I will be pursing further as I have now worked out almost a 90 day notice all for 8 days of an already stressful situation. Especially in the housing market today. There was no compromise or remorse let alone me confirming to just delete my notice. Luckily this is all documented via email but they need to be investigated as I am sure this is a normal practice when they cant fill units. Life happens and proper notice given and willing to pay for 8 days off market was offered. They need to do right and adjust this amount owed. I have paid so rent on time for 2 years with perfect rental history.
Business Response
Date: 01/14/2025
Thank you for submitting your concern. We would like to clarify the policy and how it is applied in this case. When a resident cancels their notice to vacate, the apartment is no longer available for leasing, and it is removed from the market. On January 2nd,2025, we were notified that plans to move fell through and renewal of the lease was requested. Per this email, the cancellation of the original notice to vacate from December 16, 2024, was sent via email by our office on this same day.

Since there were no available apartments that accommodated the new requirements, a second notice to vacate was received via email on January 10th,2025. As a result, to place the apartment back on notice and make it available for leasing again, we require a new 60-day written notice from the resident.This policy ensures that the apartment remains available for future leasing and is in line with the terms outlined in the lease agreement, which specifies that 60 days' notice is required for any intention to vacate.

Please note that residents are unable to cancel their notice, reinstate, and retroactively restore it from the original date. Additionally, this policy is in place to ensure all residents are treated fairly and consistently, in accordance with the lease agreement,and to avoid any concerns regarding unlawful practices. We appreciate your understanding and cooperation in following the guidelines set forth in your lease. If you have any further questions or concerns, please call, or visit the leasing office at your earliest convenience.
Initial Complaint
Date:12/23/2024
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 live at Waters Pointe Apartments in **************, ** and am disgusted with the way the management company operates and handles issues and complaints. Hurricane ****** was horrible. Our building had damage. All of that is tragic and it is understood that there would be issues after. However, some of us did not have hot water for two months following the storm. Not only was no money credited for our time without hot water, we were sent a letter that was supposedly from a lawyer - not on letter head, no lawyer name or signature - saying it was an act of God and the lease protected them. When I sent a follow-up letter citing FL statute that says lack of hot water in ** is reason to declare it uninhabitable if not fixed in a reasonable timeframe (a few days to a week) and I asked for a partial credit of Nov rent and a written response from the management company - the local property mgr told me that upper mgmt told her to tell me they were not going to give me a credit or respond in writing and had her tell me to look at the letter they had sent previously - the hurricane / act of God is not the dispute - the uninhabitability because of no hot water for two months was the issue!! When there is a major complaint and someone asks for compensation for legal reasons and requests correspondence back, what kind of company refuses to respond and goes silent? They often left on weekends without saying anything and there was nobody here all weekend to work on fixing the hot water. Just leave for a few days, say nothing, no help on site! I did not ask for a refund for Oct, even though I paid rent in full, but I stayed elsewhere b/c the place was so bad. I asked for partial comp for my Nov rent. They are not only morally disgusting, a Clearwater lawyer I had a consultation with told me their actions have been illegal under Florida law. They are awful!
Business Response
Date: 12/31/2024
Thank you for taking the time to share your feedback. Our team has been working diligently with our vendors to address the significant impacts to the property caused by the hurricanes,including resolving the intermittent hot water issue. We thank you for your patience while we worked on a solution. This issue has since been resolved.

While Florida law does not require Property Management companies to provide rent credits for situations like this caused by hurricane damage, we always strive to support our residents during challenging times. In response to your recent difficulties and in good faith, we waived late fees for rent not paid in November and December to help with any misc. expenses you may have incurred. Additionally, our management team has been in communication with you and offered their assistance to help you complete the **** assistance paperwork if needed.

We appreciate you being a part of the community. If you have any additional questions, please reach out to us at the ***************** for further assistance.

Thank you.
Initial Complaint
Date:12/03/2024
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.
We were affected by Hurricane ****** and ******. We had to evacuate and alot of residents at waterspointe lost vehicles. Jobs etc. We still do not have hot water in this building. It is December 3. Many residents begged for a rent adjustment and we were dismissed by this company. We were ordered to pay full rent every month and the issue has not been solved. It's 44 degrees today and the water isn't even Luke ******* can't even get anyone on the phone from Robbins properties. The staff here has tried their best..2 staff members resigned due to how they were being treated. It has been over 2 months since the "act of God" took place and the living conditions are ridiculous. I want a rent adjustment for every day without hot water. It's not even acknowledged when I asked . I have lived here since 2014 and this is unfair and illegal to not provide tenants with hot water. Trust me I am just one of many tenants having this issue. I have many documents proving no hot water and other tenants as well. Too many to upload. Again it is not the staff at this property. They are overwhelmed. It's this management company that is completely ignoring our issues.
Business Response
Date: 12/13/2024
Thank you for bringing your concern to our attention. Our management team has been diligently working with contractors to address intermittent hot water issues caused by the recent hurricanes. We understand the challenges this situation has presented and appreciate your patience and understanding as we continued to make progress.

We have since been in communication with you and to support financial impacts, have extended an option of a rent payment plan to help ease the burden during this time. According to our records, the issue you raised has since been resolved. We are committed to ensuring your comfort in the community so If there are further concerns, we request that you reach out to the management office to assist you. Thank you.
Initial Complaint
Date:05/31/2024
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.
On January 30th I was emailed a balance for an apartment I was assigned a roommate of. exactly 40 mins later I responded to the email asking for me to be removed from the lease. She informed me that the The balance needed to be paid (*******) and a check was received by them that same day for balance so the following day I asked to be removed. she informed me that i have to wait until the check clears before She can draft me A removal letter and she would follow up with me Wednesday. Which she never drafted up. also never followed up with me Now down the road I'm trying To Get an apartment and there is a $7000 BALANCE on my rental history. I've reached out to the apartments *************************** She is stating that because of a NEW CHARGE during FEB she did not draft roommate cancel paperwork. Keep in mind i was in this apartment for 60 days i was forced to sign roommate paper work because i was planning on being there more than 15 days. I say that to say this. I asked to be removed. Jan 30TH she told me i would be Jan 31st after check cleared. Now I was never removed because of charges that are after the day i requested. t This apartments is called Soba Apartments
Business Response
Date: 06/06/2024
We appreciate Mr. ******** patience as we investigated this matter further. ****************** was not forced to sign a lease agreement. ****************** and his roommate reached out to the management office requesting this change to the lease agreement. ****************** signed the current lease agreement thus making him equally responsible for rent payments through the term of the lease. The lease does not require that we allow for roommate releases as this is a courtesy that we offer in some roommate situations that meet the policy criteria.

January 2024 rent due on 1/1/2024 was not received by our office for Mr. ******** unit, therefore, on 1/25/24 an email was sent by the ************** to all current leaseholders of the unit notifying them of an outstanding balance on the account. It was following this notice that ****************** asked to be removed from the lease on 1/30 while the outstanding balance existed. It is our policy that we do not approve roommate releases while a unit has an outstanding balance.

A payment for the balance of $1,946 for Januarys rent was made on 1/31, however until the payment cleared, the account remained outstanding. While waiting on the payment to clear, the rent for February 2024 was charged and due on 2/1 and not paid until 3/1. There have been no additional payments toward rent since March 2024 thus leaving a constant and increasing balance on this account. Due to this, we have been unable to remove him as a roommate from the lease agreement.

We do recognize the unique nature of this situation and would like to try and assist ****************** in resolving this issue. Please have him reach out to the ************** ************** to discuss this with the Management staff.
Initial Complaint
Date:03/01/2024
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.
I am a tenant of this company at their Carrollwood location. On January 23rd, maintenance entered my apartment claiming there was a leak. When I got home from work, I saw that they had propped the front door open. I have a very timid cat. Had she escaped, I don't know if she'd make it home. Luckily, that did not happen. Maintenance turned off the breaker to my fridge. I haven't been home but this AM, I opened the fridge and it was off. The smell was overwhelming. I had thousands of dollars of food and medication in my fridge. The complex is refusing to do anything. They're also refusing to get me in touch with upper management to resolve this. I should not have to pay thousands of dollars because a maintenance man forgot to flip the breaker. I would like $1,500 for my food, medication and the time and labor it will take for me to clean out the disgusting fridge now.
Business Response
Date: 03/04/2024
We sincerely thank the resident for contacting our corporate office and appreciate her patience while we investigated our records to address her concern. Our records indicate that a service request for a plumbing issue was submitted for a neighboring apartment on February 22nd. Upon investigation of this issue, it was determined that we needed to enter this residents unit to resolve the issue. The resident was notified and agreed to allow access to her unit on February 23rd.

During this time, the door of her unit was not propped open, and our team did not access the breaker box for this plumbing issue as there was no need to. The resident was present in her unit when our maintenance team left and there were no known issues with her refrigerator or breaker at that time. The resident did not report any issues until she submitted a service request on February 29th at 7:39 am almost a week after the initial repair. Our maintenance team immediately responded to this request at 8:00 am. At this time, our maintenance team went to her unit and found that the breaker had tripped. The breaker was reset, and miscellaneous other items were completed in her unit by 8:30 am. on the same day.

The resident is requesting compensation for time and labor it will take to clean out the refrigerator, however, our team removed the contents from her fridge and thoroughly cleaned it for her as a courtesy on March 1st. The resident is also requesting compensation to replace thousands of dollars of food and medicine, however, her refrigerator contents only consisted of a few items. The before and after photos of the refrigerator are attached.

We are sorry to hear of her frustrations but unfortunately are unable to accommodate her request for a refund of $1500.We would like to ensure that all of our residents have a positive experience so as a one-time courtesy, we are willing to offer compensation for the items that we disposed of from her fridge which we are valuing at $300. If the resident is willing to accept this amount, we will be happy to credit this amount to the next months rent.

Thank you.
Customer Answer
Date: 03/12/2024

Complaint: 21366192

I am rejecting this response because: your maintenance team did a wonderful job with cleaning the fridge out. However, I lost $550 of refrigerated medication. I would like that to be covered. Receipt is attached.
I do appreciate the prompt response and willingness to help clean. I want to have a peaceful life. I think a mistake was made with the breaker. Nobody was malicious. But Id like to be compensated for my medication

Sincerely,

***************************
Business Response
Date: 03/14/2024
We are sorry to hear that ******************** is not satisfied with our resolution. As previously stated, we did not see any medication in her refrigerator when we performed the cleanout. We will extend a one-time $300 reimbursement, the cost we estimated to cover the food in the refrigerator. If ******************** accepts this offer, we will provide a one-time credit to her resident account. Please have her contact the ***************** at ************ with her decision as soon as possible.
Thank you.
Customer Answer
Date: 03/18/2024

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:02/27/2024
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 2/21/24 around 10:20 pm, my guest's vehicle was towed from my apartment complex (Waterstone at Carrollwood) owned by Robbins Property Associates. He was parked in a spot I was told was a visitor's spot. When I tried to ask the leasing office to help us resolve this situation, the employee was extremely rude and dismissive of me and my guest. They refused to assist in getting the vehicle back even though it was a miscommunication on their part on where visitors may park. I was finally able to convince her to call the towing company and at least help us get a discounted rate to pick it up due to their mistake. She reluctantly called, and then later on I received an accusatory email reprimanding me for coming to the office regarding this manner. This is completely inappropriate and unprofessional. I am extremely disappointed in the way this situation was handled and then that I was accused of inappropriate discussion. On top of that, my guest's car was mishandled when being towed, and now there is major damage to their back tires and wheels. This was completely avoidable and inappropriate.
Business Response
Date: 02/29/2024
We appreciate the residents patience while we investigated the matter mentioned. The Management team spoke with both the resident and her guest on the morning of February 22nd about the vehicle that was towed off the property. At this time, management showed the residents guest photo documentation that the vehicle was not parked in a designated visitor space and therefore was rightfully towed in accordance with the lease agreement. Per the signed lease agreement, Any vehicles which are improperly parked or are in violation of this addendum, the terms of the lease or community rules will be towed your expense. You agree that we shall not be liable to you for damages related to the physical towing nor any consequential damages you may incur through loss of use of the vehicle(s). Although a copy of the parking agreement and towing recovery rules are included as an addendum in every lease, another copy was sent via email to the resident later this day for reference.

In an effort to further assist the resident and their guest, our management team made a call to the towing company and was able to get 50% of the $320 towing fee waived, leaving a balance of $160 which was paid by the resident or the residents guest. In addition, our management team credited their account the remaining 50% of the fee leaving $0 out of pocket cost.

After receiving the entirety of the fees owed back via discount and credit, the resident then claimed that there was damage done to her guests vehicle at time the vehicle was towed off the property. The resident and their guest addressed the damage with the towing company; however, the towing company has affirmed that the damage was already present at the time of towing. At this time, we are no longer able to assist the residents guest with this matter as any claim of damage to the vehicle needs to be further addressed with the towing company and/or their auto insurance.

Thank you.
Customer Answer
Date: 02/29/2024

Complaint: 21330797

I am rejecting this response because:
I was incorrectly told by the leasing office prior that the entire back row was for visitors. If I was not misinformed, my guests car never would have gotten towed. I should not be punished for the offices mistake. Instead of just trying to fix the mistake, I was not treated well and was made out to be at fault. Then, when I asked for assistance in communicating with the towing company, I waited several days to get any kind of correspondence back. After waiting severe days, I was finally provided with the photos that the tow truck driver took of the car prior to towing it away. These photos prove there was no prior damage to the car. Additionally, when provided a receipt of the vehicle when recovering it from the tow yard, it was marked as having no prior damage and signed by an employee of the tow company. After presenting this evidence, the leasing office still refuses to assist me despite being mistreated by their contracted company. This is unacceptable. An apartment complex should always first care about the property of their tenant, not default to covering up mistakes of their contracted businesses. When I expressed my concern for the towing company to act unprofessionally again (based off inappropriate and aggressive language the owner used with my guest), I was dismissed.

Sincerely,

*******************************
Initial Complaint
Date:02/21/2024
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.
Our upstairs neighbors have been excessively loud from Aug **************************** and it continues to this day (as of Fen 18 2024). We've asked the management at Parq to do something about it. They keep claiming they are working on a solution, but it has been almost 6 months and nothing has happened. At one point, the neighbors got into a domestic dispute with one another and there was a lot of yelling (recording provided). They have children with them. Here is a timeline of events as well as many recordings: *************************************************************************************
Business Response
Date: 02/23/2024
We thank **************** for his detailed report and assistance in supplying documented materials our team needed to resolve this matter. We are actively working toward a legal resolution, but there is a process that we are obligated to follow, and this can take time. The Management team offered **************** and the co-head of household the option of a transfer on multiple occasions to provide them immediate relief. as well as honoring their current lease rate, and waiving transfer fees due to their patience in this matter to get through the legal process. We will notify **************** when this matter has been resolved. In the interim, if he would like to discuss these options in more detail or has further communication on this issue, it can be sent to *******************************.
Thank you.
Customer Answer
Date: 03/05/2024

Complaint: 21310841

I am rejecting this response because:
I was originally told that the neighbor agreed to a transfer in mid February.
As mid February drew ******* I was suddenly told that the transfer would not be happening anymore and that there would be a resolution to this issue at the end of February. We are now in March and I have not been given any update. It feels like this "solution" keeps getting pushed out further and further. When I ask what solution is being worked on, I am given no answer.
Waiving the transfer fees would not cover (1) the cost of moving and (2) the cost of the *** my girlfriend and I would have to take in order to move. We did nothing wrong, so it does not make sense that we should be financially punished for doing nothing wrong. If we need to transfer, we would need these costs to be reimbursed.
Sincerely,

*********************
Business Response
Date: 03/12/2024
We value every resident that resides at an RPA property and strive to provide best in class living environments and customer service. We appreciate this residents patience as we continue to work on this matter and towards a resolution. The Management team has been in contact with the resident and has extended an offer to waive the transfer fee, the ability to transfer to another unit with the same floor plan, rental rate, and lease terms, and up to $650 reimbursement for moving costs as a credit to the residents account. Please have the resident reach out to our Management Team at ************ or ******************************* for further communication on his options as we work towards a resolution.

Thank you.
Initial Complaint
Date:01/19/2024
Type:Billing 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 January the 17th, I was notified that I would be evicted. I made a payment on 1/17 because there was a Business Holiday on the 15th of January. Not only did the Robbins and property associates take my payment seeking to make an arrangement, but they have refused government payment assistance and is trying to evict me without rejecting my money. The Property manager has been very nasty acting towards me and not very understanding. She wants for me to pay the money in full myself, when government assistance has payment ready for them. Which does not make any sense.
Business Response
Date: 01/25/2024
We thank **************** for providing her feedback to Robbins Property Associates. There is an application process for rental assistance and **************** did not provide us with this paperwork to fill out, so the government would not have had a payment ready for distribution as she claims. We tried to contact her several times and were finally able to speak with her husband at their apartment on January 11, ****, when the 24-hour eviction notice was delivered. **************** had been under eviction prior to this month, and we agreed to pause the eviction and allow her to sign a Stipulation outlining a payment arrangement to pay past due and current rent. She failed to make these payments and did not communicate with the ****************** so the file was sent back to our attorney to resume legal proceedings.

**************** did not contact us about filling out rental assistance paperwork unit Jan 16, ****, which was 5 days after we delivered a 24-hour eviction notice to her husband on January 11, ****.**************** did make a small payment online on January 17, ****, however she still had an outstanding balance and failed to make payments as agreed on the Stipulation, which is why the eviction is in progress.

The funds mentioned above have been returned to the card used to make this payment and Management has notified the resident via email that the funds will be refunded to her directly. Property Management has also spoken with her husband via phone letting him know the same information. If *************** needs to speak with us further about this matter, please have her reach out to leasing office directly. Thank you.

Customer Answer
Date: 01/26/2024

Complaint: 21162789

I am rejecting this response because:

they did receive the paperwork on the business day after the Holiday. Saying they never received paperwork was a flat out lie.
Secondly, they did refund my money, but the only reason they refunded my money after I complained was because they still wanted to put me out.
also below, I have where my refund was denied and the eviction was opened back up with INCORRECT information stating that I owed one amount when I paid a partial amount. Please see below.

Sincerely,

***************************
Business Response
Date: 01/29/2024
We thank **************** for her response, however the paperwork she provided was not given in a reasonable time frame that would allow the balance to be taken care of prior to the end of the month. She signed a stipulation agreement that states rent must be paid on time moving forward. **************** made an unauthorized payment online that did not fulfill the total past due amount owed. This was after speaking with the office and being told directly that the total past due had to be paid to stop the file from going back to eviction. She attempted to delay the process by making a partial payment online after being restricted from online payments. We have already received judgement for possession. She was under a stipulation agreement and we attempted to reach out to her multiple times and she was unresponsive. We are not obligated to accept assistant especially during an eviction/stipulation process, and the onsite team does not have authorization to refund payments without going through the proper channels. Attached are two screenshots of the emails from Management regarding the payment refund. If the refund has not been received within ***** hours after January 24th, **** please reach out to the Leasing Office.
Thank you.
Customer Answer
Date: 01/30/2024

Complaint: 21162789

I am rejecting this response because:

That is not the truth. The grace ****** is until the 15th in which they took the paperwork last time. Note, they said they never received the paperwork. I got my money back, but I want it to be made known how shady their business practices are. My Husband communicated with *********. They had not made one phone call to me. Not one. And she knocked on my door and spoke to my Husband. But again, you have the have a paper trail with untrustworthy people. I will not rest until this is on the news

Sincerely,

***************************
Initial Complaint
Date:01/12/2024
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.
*************************** Im making false claims pest control but there is an issue when I had them for a month straight every single week and I still had roaches. know your not at the property so you might not be aware of some situations but over 2 months ago I wrote an email which I never got a response and then I went to the office to speak with management and ****** said that my email was read (meanwhile I never got any response) and that she was going to have a manger contact me, I am still waiting for that phone call that I NEVER GOT BACK. So there is no point in calling to speak with someone cuz they don't call back. But attached is the letter that you guys sent me for my renewal with a lease ending in Dec. 19, 2023 and I across shot my lease agreement stated that is ended Jan 19,2024.. So how did my lease get changed? the office went in and changed it without me being aware of it. then I attached the conversation of me telling the office about the maintenance person walking in at 930 at night, which shows that it was confirmed that he did do that and came to the wrong apartment. then I have a text message between me and someone else that lives there straight out telling me that the fire alarm WAS NOT GOING OFF BY US and other people saw it too...I also attached the text message of someone else having my dog cuz ur maintenance people came in the wrong day which I provided the email showing what day there were supposed to be coming in. and that date isn't the same that they came. So I would like to know which one of there are inaccurate claims when I have photo proof of everything I am claiming. There is no reason for me to contract the office staff even when I went in there ****** was rude as h*** and had an attitude towards me. SO I wouldn't even wanna speak with her. But since you do not work at that office I don't expect you to know the truth of what happens in that office since they do lie.
Business Response
Date: 01/25/2024

We thank **************** for taking the time to make Robbins Property Associates aware of this matter.We strive to deliver excellent customer service for all our residents and take these claims seriously.

Our files do not show a signed and executed lease agreement ending January 19, **** as the renewal letter with the lease end date of December 19, 2023, matches the signed and executed lease in our files. We do not change lease agreements without the consent of a lease holder via a signed lease. The residents lease ended on 12/19/2023 and they put in a notice to vacate for the same date. We are not aware of the email the resident refers to; however, our management team did speak with the residents mother at length on 11/22/2023 and 11/27/2023 when she came into the office stating that **************** had already moved out of the unit and would not be fulfilling her lease as per her signed lease agreement and signed notice to vacate. The prior Issues listed below were brought to the managers attention after the resident was informed that she would be required to fulfill the obligations of her lease.

Regarding Ms. ******* pest control concerns, we have reviewed our pest control logs and see that the last request was made in June of 2023. There was no further communication after this time regarding an issue. Due to no additional requests, the matter was considered resolved. With respect to the propertys fire alarm, the property performs all required inspections and is up to date on all fire and safety regulations. Any issues found during an inspection are resolved promptly. In reference to the removal of the dog from the unit, our records show that on 4/21/23 during the annual dryer vent cleaning, the residents neighbor visited the leasing office to advise them that they would be taking the residents dog during the time of service. Our team did not remove the dog from the home nor place the dog with the neighbor as they already had possession of the dog prior to servicing the unit. We sincerely apologize for our maintenance team approaching the incorrect unit for service in 2021 and for any inconvenience this may have caused.

Thank you again.
Customer Answer
Date: 02/09/2024

Complaint: 21134320

I am rejecting this response because: Since I know you do not have a copy of my lease since you can't spell my last name correct. I attached it for you. So now please explain how there is to different dates? Let me get this straight that your manager approachs my old neighbor the other day and switch his story around. how is it the only person that is aware of any agreement of him getting my dog is ur office staff? because if that was the case how come the day I forgot to lock her up for pest control why didn't he get her then? that's right because we NEVER had any agreement of this. He went to the office the other day and was asked about this and he did inform them about it and they changed his answer around. I have a cage for my dog I have always locked her in it when I knew you were coming in to do maintenance, but coming the wrong day of the week and then giving her to someone. The only thing we signed that day my mom went to the office was I was turning my key in for my storage unit. The reason I gave up on calling about pest control is because after having them in there for a month straight with no results. Why would I keep having them in there? IT got annoying having to call every single week for the same issue with nothing ever happening. I have tried to contact you at robins property and no one seems to answer my phone call because I wanted to address all my issues. But if you would like to speak to me and ONLY Robins Property you're more then welcome to contact me. **********
Sincerely,

***************************
Business Response
Date: 02/14/2024
Robbins Property Associates would like to apologize for spelling the resident's name incorrectly as this was a mistype. The lease that was provided with this complaint is not our document but appears to be a business lease. We will gladly provide the resident a copy of the lease we have on file for their records if requested. Again, our records show a lease agreement signed by the resident acknowledging a lease end of December 19,2024.

In addition, we are not representing that this resident had an agreement with their neighbor as any agreement between two residents would not affect their agreement with us. We did not and would not give the residents dog to a neighbor regardless of any personal agreements between them. We are simply stating the events of that day.

Finally, we have attempted to address this residents concerns by researching our records and providing any information we have to this resident to clarify any misunderstandings regarding the lease agreement.We have also apologized for any inconvenience this resident feels was caused by our team. It does not appear that this resident is seeking a resolution to this matter and therefore, we are unsure how we can assist this resident any further.
Thank you.

Customer Answer
Date: 02/21/2024

Complaint: 21134320

I am rejecting this response because:
the attached file I am attaching is the lease from station house apartments. So unless ur saying now you had me sign a fake lease this is the only lease I ever signed!!! Its funny how come I would let my neighbor take my dog while she is a service animal!! And on top of this how come your office staff is the only one that knows about this. Coming the wrong day of the week because if you came the day that was listed on that email she would have been in her cage like she was every other time. Im not gonna repeat myself and say there was no ever agreement!! Me and him are not aware of this agreement ever!! He never had any access to my apartment!! so if he didnt have a key how would be enter without your maintained staff giving her to him

Sincerely,

***************************
Initial Complaint
Date:12/13/2023
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.
On October 15, 2023 I requested a refund of my $200 money order that was left 5-6 months ago to be on a waiting list had not heard anything about an apartment being available in those months so we requested a refund we were told wed have a refund in 15 days it has been almost 2 months no return calls from the property management. No return calls from the leasing agent. I have left numerous voicemails on both ends including emails. No one will return my money nor my calls do not trust this **** agent or this company I would not recommend to an enemy.
Business Response
Date: 01/03/2024
***************, thank you for bringing this matter to our attention and please accept out apologies for the time delay. We do aim to have any due refunds to our applicants or residents issued within a timely manner. After further investigation, we do see that you were due a refund of $200.00 for the administrative fee paid at the time of application. This payment was reissued on 12/7/23 in the form of a check. If you have found that this payment has not been received, please let us know and we can further investigate and confirm where this payment was sent. Our management company appreciates your patience. Thank you.
Customer Answer
Date: 01/03/2024

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,

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

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