Complaints

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family and I transferred into another apt in the ********** at *************** complex in *******, **. Our first apt had water leaks in the dinner area from the bathroom and work orders were put in and some were never completed, but online they said they were which isnt true. Yes, issue was fixed but they never came back to dry carpet for us, smell of wet carpet is very unpleasant and embarrassing when we had family and guests over. We had decided to move out when our lease was up this past october 5th 2024. We did everything by the book, put in our 60 day notice and all that comes along with it. They sent us an email for a move out inspection date. When it was time to apply for another place we were denied because the apt we wanted to move into said that we had owed a balance to Sweetwater At ***********, which was well over $4,000.Long story short we came back to the complex to ask questions about the balance, they said they had no paperwork in our file stating we were moving out, so when our lease was up they started charging us month to month rent. They lost our paperwork, luckily my wife had the email sent by the front office confirming our move out inspection date as proof and not having to pay the balance. Sweetwater At *********** offered us to transfer into the apt we in now at no charge, which we took, it is a bigger place as we have 2 young growing boys and upgraded appliances. My complaint now is the maintenance here is very poor, i had leak in my kitchen since we moved in Nov 8th 2024 the floor is peeling up, i reported it directly to the office but since then no one has showed up to fix this issue, i have to keep mopping up water and laying down towels because floor is constantly wet. They should have fixed any maintenance issues before they had us move in. I cant cook without having to step in water everyday. Maintenance here cant seem to keep up with work orders.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There has been a bug/***** infestation and has not been addressed. It has become a health concern to the point I had to terminate my lease early. I am charged with a termination fee of double my rent payments, which is unfair because I solely terminated my lease because of a health concern with roaches everywhere. I believe the termination fee should be waived according to Texas Property Code ******.

  Business response

  11/08/2024

  Hello, thank you for bringing your concern to our attention. 

  We apologize for the inconvenience and that this was not addressed sooner.  *******, our community manager has scheduled a full treatment for your apartment home and waived half of the lease break fee for you due to the inconvenience.

  We hope this satisfies your concern & wish you the best of luck in the future.  

  Thanks,

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

  Customer response

  11/08/2024

   
  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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wishing to speak to manager about leasing term. Also when I spoke to ***** at the end he stated " you know what bro and hung up on me I was not disrespectful and asked to speak to a manager at first.

  Business response

  10/31/2024

  Re : Complaint #********                                                                                                        10/31/2024
  ***** ******
  **********************
  *********************
  
  To Whom it may concern:
  
  I am writing in response to the complaint filed by Mr. ***** regarding his residency and lease terms with us at Millennium at ***********. I have thoroughly investigated this matter and will be reaching out to Mr. ****** today to address any questions or concerns he may have.
  Additionally, I have spoken to our staff about the importance of always maintaining a professional demeanor and adhering to Priderocks policy of Pride in Service. We are committed to ensuring that all residents have a positive experience with us.
  Thank you for bringing this matter to our attention. Please feel free to contact me if there are any further questions.
  
  Sincerely,
  
  ***** *******
  Regional Manager
  *******************************
  ************

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With Hurricane ****** hitting *************************** apartments were out of power for four days. Although the power outage was not to any fault of the complex there were no updates released from management to their tenets. Our lease was set to end September 30, 2024, on which the ************** apartments were out of power. Not once did we receive an email in regard to proper move out steps, or special provisions made due to the natural disaster. When we called the corporate office with these concerns a message was sent to the regional manager who happened to be our same manager. This message was not responded to until October 1st, 2024, a day after our lease was supposed to end. However, when met with question ***** ***** (manager) simply responded with "do what you have to do" and hung the phone up on us. However, out of the dumpsters that are available to help us move out two of them have been crushed by the storm and the one that survived was full beyond capacity and unable for us to use, cycle back to ***** saying "do what you have to do" We are worried that due to the lack of communication and planning we are going to have charges that were not our fault. This is not the first time that ***** and his staff have created issues for us. We submitted a maintenance request in August in regards to mold coming out of our air vents (mainly seen in primary bedroom). We were simply told that it was dust from the air vents. In about three weeks we had mold growing out of every vent and growing onto out personal property. This mold caused a personal property damage of over $2,000 and were just told that it was "mildew" by the staff that came to check on it. Our personal property was completely destroyed and unusable with no actions to mediate the situation. Attached are photos of the initial mold, some of our damaged property, and dumpster that was overflowed and unusable. We would have gone into more details about the countless other issues but ran out of words.

  Business response

  10/30/2024

  It was unfortunate that the move out was disrupted by a hurricane. Tenant was notified that they cannot dump old, discarded furniture and washer/dryer at the dumpster and they are responsible for hauling back out of apt. and off the property. No mold was found upon inspection; only found filth, lent, dust, pet hair, and fleas. The apartment had pet f**** on the floor and had to be treated for fleas and deodorized once tenant moved out.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident of the The ******************** complex in *****, ** for three years. Following are my greatest frustrations:1)APARTMENT MAINTENANCE i.Mold in the bathroom. The air conditioning system for the apartment above me leaks into the vent is my bathroom. Black Mold is growing on the ceiling. This is a threat to my health. I have reported this on three separate occasions and have been met with the explanation that this is the way the system was designed. My initial report #****** made on 1/12/2024 was marked Completed on 1/16/2024 despite NO action or results. (Failed FL Statute *****)ii. I have reported bugs and pests on two separate occasions. Report #****** made on 5/10/2024; marked Completed on 5/13/2024 despite no ********************************** i.Trash in front of the apartment beside me has remained in place for the past month since the resident vacated the unit. ii.Nearly all equipment in the gym was broken and remained that way for approximately four months. (Failed FL Statute *****) iii.The gym is left unlocked at night. Homeless regularly use the gym as sleeping quarters.iv.Homeless people are regularly seen climbing in an out of the dumpsters on property. It is not infrequent that they sleep beside the dumpsters as well.3)SECURITY - a.The entry gate to the complex is constantly inoperable. This allows for non-residents to easily gain access to the community. **** a single female living alone, the security gate, was a primary attraction to this complex. I estimate that the gate is broken in the open position at least 30% of the time. iii.The FINAL straw is that two days ago my apartment was broken into with me INSIDE! I reported it to the police (Report #****** ***************************************). I also reported it to the management team and was met with complete disdain.

  Business response

  10/01/2024

  The following is our response to the Better Business Bureau's complaint# ********.
  
  
  On May 10, 2024, at 11:22 pm, Ms. ******** placed a work order (#******) stating "Have been seeing an increase in bugs even after regularly DEEP cleaning & hiring pest control."  The office scheduled pest control to service her unit on the next scheduled service date, May 14, 2024. This is the only work order regarding pest control submitted by Ms. ******************************* control attempted to service their unit on the 14th, however, the resident had changed the lock to the unit, so they could not enter.  The technician left a note on the door requesting the resident to contact the office and reschedule the service.  Ms. ******** did not contact the office and never mentioned the pest issue again.  Please see the attached work order and pest control log.
  
  
  On September 18, 2024, at 8:16 pm, Ms. ******** placed a work order (#******) stating "Apartment was broken into tonight and I am documenting for police report and my own safety."  The office followed up with Ms. ******** and she provided the following details:  Nothing was missing, and there was no evidence of damage or tampering for entry.  Please see the attached work order.
  
  
  On September 19, 2024, at 5:51 pm, Ms. ******** placed a work order (#*****) stating "Mold forming in upstairs bathroom due to leak above the shower."  This is the only work order regarding any leak or growth submitted by Ms. *************** On September 20th, ***** and Nelwin investigated and found the A/C condensation line was clogged.  They cleared the clog and treated the affected area.  Please see the attached work order.
  
  
  The fitness center at ********** is locked down by an electronic key fob system.  We have overnight monitored video surveillance in the fitness center, therefore there cannot be homeless people sleeping in there.  All equipment is kept in running condition and is promptly called for service in the event of a breakdown.  Also, homeless people can't climb in dumpsters since not only is the community completely covered by the monitored video security, but there are no dumpsters at **********, just the compactor.
  
  
  Unfortunately, we do have residents that occasionally hit our gates and break them.  When this happens, the community is required to immediately schedule the repairs.  There are times that the gate will be broken for several days if parts need to be ordered, but that would be an exception.
  
  
  Please feel free to contact me if you should have any questions, or need further information.

   

  **** ******

  Priderock Capital Management, LLC.

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

  
  

  Customer response

  10/15/2024

   
  Complaint: 22316047
  
  I am rejecting this response because:

  1)  The gate to the complex has been in the open position since the date of my initial complaint.  Anyone can access the complex.

  2)  Key fobs to facilities do not work.  In fact, I was never issued a fob because there were none available at the time I moved into my current unit.  Nonetheless, I am able to access all facilities to include the pool and gym.  If I am able to walk right in without a fob, then so may non-residents.

  3)  At no time have I changed the lock to my apartment.  I have neither knowledge nor resources to do such a thing.  No notification of maintenance's attempt to enter my apartment was found.  Interestingly, maintenance did access my apartment on September 20th to remediate mold in my bathroom following my second work request to have the situation fixed.  So obviously the lock was never changed.

  4) I input a work order 2 days ago for a non-functioning air conditioning system.  I am eagerly awaiting a response.

  If I must continuously place work orders to get satisfaction from your organization, I will certainly do so.  However, I would like for you to honor my request to release me from my lease so I may find a safe and clean living situation.

  
  Sincerely,
  
  Mckenzee ********

  Business response

  10/17/2024

  We will not release Ms. ******** from her lease based on the information provided. 

  Mold -  the work order was submitted on 9/19/2024 at 5:51pm and maintenance was in her unit to unclog the condensation line above her shower and treated the area for any potential mold growth.

  Pest ***************** was ordered, but they could not enter the unit because the lock was changed.  Pest control left a note on her door to reschedule with the office.  Ms. ******** never contacted the office.

  Cleanliness and Maintenance - The trash was removed from the apartment next to her when it was brought to our attention.  The gym equipment has all been in working order, and equipment is repaired when it breaks.  The gym has a self locking door and is covered by video monitoring.  If someone is in the gym that does not belong in there, they are told by loudspeaker to leave the premises and the police is being called.  Homeless people cannot climb in our dumpsters because there are no dumpsters at ***********

  Security - Our gates do get broken by drivers, but the company that does the repairs is notified as soon as the office comes into work and sees them broken.  Unfortunately, sometimes it does take days for the part to come in for the repair.  This is beyond the control of Arbor Walk.  In *************************** a monitored video security system with OHZ Security which blankets the complex (including gym and pool area).  If someone is on property trying to break into cars the loudspeakers announce for them to leave and the police will be notified.  As for the break in, maintenance went to secure her unit when she reported it, but there was no sign of any forced entry.

  If Ms. ******** would like to terminate her lease, she is welcome to stop in the office, and they will discuss her options with her.

   

• Initial Complaint

  09/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My partner and I rent at ****************************************. As of 8/29, we put in a maintenance order due to realizing that our bathtub faucet was breaking off from its sealed section, the caulk breaking down. Maintenance was dispatched, and we discovered that evening (9/1) that the job had been poorly done, with the faucet now leaking water into the hollowed walls of the apartment. Another order was placed, and we were told the entire pipe and faucet needed to be replaced due to wear and tear. After almost a week, and multiple visits, we finally had someone replace the pipe. We waited a day for the sealant to dry (not advised - in fact maintenance said we were "Good to go" which anyone who has worked with caulk can tell you is absolutely not the case. The night (9/8) we tried again, we discovered that yet again, the faucet had been not attached properly, and was now pouring water out of two sections of the faucet, including when the shower was running. Another maintenance order was put in, and the manager notified with a complaint and video evidence. Maintenance showed up the next day and said we needed a plumber, after removing the faucet and handle. When nobody showed up for several days, we put in another request, only to be told by the two who showed up that they had no idea this job had been done, they could not fix it, and they had no idea who all had been coming so far, nor who to expect or ******* is now 9/18. We were told last week to expect a plumber on Monday morning at 10am (9/16) because he was "too busy this week". Now we're being told by the office (specifically **** and Navina) that they cannot contact him, and they have no idea when he will show up. We just have to wait and see when they can get a hold of him. Our shower/tub is still disassembled and filthy from the last "visit".

  Business response

  10/23/2024

  The repair that was having an issue was under warranty and the plumber was notified to resolve the issue on 9/16/24.  On 9/20/24, the plumber arrived and corrected the problem and we have not been told of any further issue.  ***************** is experiencing further issues, please have her contact the office so that we can get it resolved.

  Thank you

  Customer response

  11/04/2024

  We never heard anything about a warranty, and the dates they are claiming to have shown up for maintenance and been informed blatantly contradict the documents we provided, and the actual times maintenance interacted with us. I want to make that clear for anyone who may read these complaints and wonder what happened.
  
  The maintenance issue has been resolved, but I wouldn't call their waiting over a month to respond on here and the complete disregard shown to us a "satisfactory resolution". If that's the only option, then we can mark it as completed that way - but I would not say myself nor my partner are pleased with the business nor their response. Nor are many other residents facing similar issues.

  Customer response

  11/04/2024

  Date Sent: 11/4/2024 2:53:04 PM
  We never heard anything about a warranty, and the dates they are claiming to have shown up for maintenance and been informed blatantly contradict the documents we provided, and the actual times maintenance interacted with us. I want to make that clear for anyone who may read these complaints and wonder what happened.
  
  The maintenance issue has been resolved, but I wouldn't call their waiting over a month to respond on here and the complete disregard shown to us a "satisfactory resolution". If that's the only option, then we can mark it as completed that way - but I would not say myself nor my partner are pleased with the business nor their response. Nor are many other residents facing similar issues.

  Business response

  11/04/2024

  This complaint had been resolved on Sept. 20, 2024.  I had invited the resident to let the office know if there was still any issue, to which we never received a response.  We spoke directly with the resident at 4:55 pm Nov, 4, 2024, and the resident did confirm with us that the issue was indeed resolve.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Priderock Capital Partners owned Sweetwater at *********** is making fraudulent financial ********* final month of rent was over paid by roughly $200, this was immediately handled with the ************** told us to expect the refund check within 30 days. 2 months after this, still no check & now a debt collector is calling me on behalf of this company now claiming we owe them $198. This is an untrue case. I have in writing, from the manager at this location, the amount the we are owed from them. they confirmed the state of the apartment at final inspection and stated the condition will not require us additional fees. She approved its state entirely, yet we were still charged their cleaning fee & for blinds replaced. Blind broken at Move-in was reported & never fixed, along with ****************** claimed the amount was a cause of our final utilities bill, although we moved out roughly a month prior to the move-out date & no utilities were being operated after that time. Which means somehow roughly $300 worth of fees is an unexplainable charge on my account when money was originally owed to ********** partner followed up with them week after week to this very day since our move-out date, up until a week ago they would state to us the check may take longer than usual to come in, but it should be on its way over and over again. But somehow an absurd amount of fees is now being billed out to me via debt collector.the manager (******* Pedredgo) stated they never pushed the debt to be claimed & they were unsure why this would be happening to me. Further proving to me that this management company is committed fraud behind the scenes with or without the knowledge of the complex staffing. I have disputed these claims with the debt collector & demand a solution from this company. I was owed money, I do not owe them money; therefore the unexplained debts will be unpaid & fought until a settlement is reached. I want the money I am owed. I want this debt to

  Business response

  10/08/2024

  To whom it may concern,
  
  ***** **** and ****** ***** took possession of apartment #****, located at ***************************************** on July 26, 2023.  On April 27, 2024 they provided proper notice to vacate in writing to the onsite office.  On July 25, 2024 Mr. **** & Ms. ***** turned in keys to return possession and provided their forwarding address of *****************************************************************************  After a move-out inspection was completed, it was determined that they failed to return the apartment in same or similar condition per the rental agreement.  The stove, refrigerator, floors, ceiling fans and sink were left unclean in addition to 9 broken blind slats that were found in the patio storage closet.  July 29th our third-party utility billing company, Realpage, posted their final utilities in the amount of $304.67 (note that utilities are billed in arrears and their final billing was from June ****** to July 25, 2024).  Please see copies of the Realpage final utility bills in attachments.  On July 30th their statement of deposit was mailed to the forwarding address they provided listed above.  Per the statement of deposit, they had 30 days to pay in full or make sufficient payment arrangements.  On September 23rd we had received no contact and no attempt to make payment so their file was sent to our outside collection agency.  ****************** and Ms. ***** owe $198.00 and will need to make payment to the debt collector.

  6/30/2024 Payment                                            $(1,413.48)

   7/1/2024 Rent prorate 7/1-7/25                          $1,028.78

  7/1/2024 Rent Plus prorate 7/1-7/25                  $14.95
  7/1/2024 Damage Waiver prorate 7/1-7/25        $11.55
  7/1/2024 Utilities 5/1/24-5/31/24                        $108.53
  7/25/2024 BALANCE FORWARD                      $(249.67)
  7/25/2024 Damages-Unit cleaning                     $125.00
  7/25/2024 Damages-Replace 9 blind slats         $18.00
  7/29/2024 *************** 06/01-07/25                  $304.67
  Total Balance Due                                               $198.00
  

  
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident to the **** at ******** since 7/22. Since the day I moved in my a/c and heat did not work. Every time I went to the office or requested a maintenance check, I would get an response to my work order that it was completed. They only came to fix the problem when I refused to pay rent. Fast forward to today and I noticed that I have been getting charged $40 per month for a washer and dryer that I reported broken 17 months ago several times. I did not know I was being charged until they had a recent overcharge glitch. When I went to the office to speak to **** (the second in command) she offered to deduct the overcharges in increments and that she was doing me a favor. When I told her I lost a total of $680 during the span of which I had no washer and dryer and if I allowed them to deduct in increments that would be me doing them the favor, she got very frustrated and accused me of yelling and being volatile. At the moment I have not paid rent as I can not get in contact with anyone from the office that can resolve this matter. Every time I go to the lease office, no one is available to resolve this issue. I also have several water payments on one monthly rent charge. When asked about the issue, I was told to contact the water company. When I contacted the water company they said that is an issue to take up with the complex. Also, at the very least I asked if I could just end/break the lease and they refuse to do so without paying a ridiculous amount. I just want what is owed to me and to be done with the complex. And lastly, 3 days after my initial attempt to get refunded for the washer and dryer. Mysteriously my bank account was tampered with. Someone got into my account and spent $800 in dietary supplements. All of the products were sent to the complex without a building number or unit. I only use my debit card for paying my rent as it is on file. Which makes me believe someone in the lease office got into my account. Mind you. I am not from **

  Business response

  10/08/2024

  As you can see the work order is from the beginning of 2023, this resident has not said anything to any one or submitted anything letting us know he has anything broken

  No money will be credited, and I offered him out his expired lease with a 30-day notice. He is now harassing my asst ******* and accusing her of theft.

  I have reported him to the attorney and had a cease and desist filed against him which he is not obeying.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  My husband and I have lived at the *********************** property for over two years now. While the first year was of minimal complaints, we have had a serious issue of multiple complaints to the front office with no rectification of the issues. FIRST, we have neighbors that are upstairs to us who have a massive rottweiler dog who is currently chained out on their upstairs balcony. The dog constantly is barking and terrorizing neighbors, peeing through the balcony onto our front door step (which is a biological hazard) and has been caught on several occasions being walked off-leash. We have notified the front office, as well as filed multiple reports with the non-emergency police line to rectify this situation, to no avail. Secondly, we have suffered with water and leakage issues our entirety of stay. A few weeks ago, we had a leak so bad in our apartment that our bedroom floors were covered in water from the apartment leak from upstairs. I can absolutely guess that there is some kind of internal water damage and will be doing several mold tests, as my minor children have been plagued with "allergy" like symptoms. I am seeking legal help at this point, as we have tried every other mean of trying to fix the situation.

  Business response

  10/02/2024

  ************************************
  ***********************************************br>********************
  
  
  
  October 2, 2024
  
  Re: Complaint ID # ********
  
  Better Business Bureau
  ****************
  ****************************
  
  ***********,
  
  It is always disheartening when a resident reaches out with concerns they are encountering in their residence.  Although we strive to address resident comments timely, for this resident we fell short of her expectations.
  
  When we received this complaint, it was quickly shared with the on-site manager to reach out to the resident for resolution.  It is my understanding the property manager did reach out to both occupants in the apartment and was working on or has addressed the concerns. However, since then we have had a change of management at the property.  Our new manager has also been informed of the complaint and I trust she will immediately reach out to the residents to confirm the above to be correct.  She will do her best to resolve any open issues that may still exist and/or any future issues that may arise.  The new manager is **** *******,and she is available during normally business hours to discuss this or future concerns.
  
  It is resident comments that help shape our training efforts and trust we will do a better job going forward.
  
  Please let me know if you need additional information. 
  
  Sincerely,
  
  
  ****** **********
  Senior Regional Director

  Customer response

  10/03/2024

  The old property manager did reach out and I have included a copy of the email that I sent him, who which I received no response and there were no actions taken on his behalf to rectify any of the issues that were mentioned. **** reached out via phone call yesterday where I outlined both the complaint, as well as my communications with *******. She has committed to reaching back out to me once she has the ability to understand the dynamics, but to this day, nothing has yet to be rectified. 

  Customer response

  10/04/2024

  Date Sent: 10/3/2024 9:25:10 AM
  The old property manager did reach out and I have included a copy of the email that I sent him, who which I received no response and there were no actions taken on his behalf to rectify any of the issues that were mentioned. **** reached out via phone call yesterday where I outlined both the complaint, as well as my communications with *******. She has committed to reaching back out to me once she has the ability to understand the dynamics, but to this day, nothing has yet to be rectified. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been going on 13 days without a working A/C unit ranging from temps ***** degrees Fahrenheit daily and the unacceptable time frame of this getting fixed and still not fixed. I was bed ridden recovering from surgery the first week of this happening and tomorrow will make two weeks no matter how many calls, emails, or face to face communication I have given. This needs to be a priority and fixed as soon as possible especially in the ** summertime on top of having half my rent deducted for the month as compensation.

*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. ↩