Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reside in this apartment complex, renamed "Infinity Grove at Temple," after a buyout last year. The owners have not provided us with any means to contact them regarding issues with our apartment or bills. Their emails to residents initially did not have a phone number attached to them, and now they list the phone number of a local realtor who was very confused when I called her. No emergency maintenance is available, and my apartment's air conditioner has broken numerous times throughout my residence. The maintenance people who come out do not speak English and cannot tell me what repairs they are trying. It takes several attempts to fix anything. This is an issue because I require a CPAP machine to sleep, and the temperature being unregulated gets in the way of my treatment.

  Business response

  07/03/2024

  I do apologize for any confusion after the buyout, I have recently sent out an email regarding updated phone numbers and emails for method of contact to all of our residents. Just in case you did not receive it, our office phone number is *************, maintenance emergency phone number *************, property managers email: **************************************** , assistant managers email: *************************************************
  
  I would also like to follow up and make sure your air conditioner is currently working properly to your standards. Please let us know what we can do as a team to make your stay more enjoyable with us.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We moved out of Haven Residential's property, The Grove at Temple Terrace (in Temple Terrace, *******) in August of 2022 (we paid for the entire month of August). It is now March of 2023 and we still have not received our full security deposit yet. I have called them about 50 times, and they have repeatedly told me "The check will be there in 1-2 weeks," then they say the same thing when I call back a month later, having still not received it. They originally made a mistake, charging us an early termination fee when we did not terminate our contract early (we moved out August 8 but paid for all of August, and they told us it wouldn't be an early termination if we moved out after having paid for our entire lease). They admitted to their error and that it was their fault and said it was because they didn't have a better way to put it into their system but that they would fix it and send us the full amount we were owed. It wasn't until January (after countless calls and replies of "it'll be there by October," "it'll be there by November," etc.) that they finally sent us the original wrong amount ($355.09 instead of the $580 they owed us), showing they hadn't fixed anything in those 5 months after having told us they had. They then told us they would send the remaining $224.91 in the next few weeks. That was over 2 months ago, and they have continued to change the story. They have told us at least 10 times that they have sent us a check only to find out later they didn't. We have repeatedly requested to speak with the manager (******), but he has never called or emailed us back.Many people in that neighborhood are living paycheck to paycheck and might not know their legal rights, and I'm sure the Grove has treated many of them the same. I'm sure they expect most people to just give up, so they get away with withholding deposits. This is very illegal, unprofessional, and ridiculous.

  Business response

  07/02/2024

  Haven Residential managed this property back when tis person filed their complaint, the phone number for Haven Residential is: **********
  
  May 2023 is when Infinty BH took over this property, we are not able to assist him.

  Customer response

  07/02/2024

   
  Complaint: 19878219
  
  I am rejecting this response because: They failed to give us our security deposit back for 9 months, after repeatedly telling us the check was in the mail, then saying they were wrong and that this time it's in the mail, only to be told again that was wrong. Then they sold this property to another company after 9 months of robbing us of our security deposit and continually lying to us. Even if they sold the company 9 months later, they still broke the law by holding on to our security deposit for 9 months and never returning the full amount. They are still guilty.
  
  Sincerely,
  
  ****** *********

  Business response

  07/04/2024

  Good Evening

  I understand how frustrating it can be for a client who requires a prompt response. I would like to provide some clarification regarding our involvement in addressing this complaint. Our Company, Infinity Grove at Temple, did not own the property at the time the complaint was issued, which is why we were unable to assist with the matter.
  
  As we took over ownership on May 1st, 2023, and the events in question occurred in March 2023, we did not have the necessary jurisdiction to respond to the complaint during that timeframe. I hope this information helps facilitate a swift resolution to this situation.

  Best Regards 

   

  Customer response

  07/09/2024

   
  Complaint: 19878219
  
  I am rejecting this response because: I did not submit a complaint against Infinity Grove at Temple. I submitted it against Grove at Temple Terrace, run by Haven Residential. They are the ones who broke the law, not Infinity Grove at Temple. 
  
  Sincerely,
  
  ****** *********

*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. ↩