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:12/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 applied to The Ashford Riverview apartment complex in ********** I signed a lease paid the 250$ application fee and $500 deposit. First off no one showed up to the scheduled tour and had me sitting there like an idiot. The only communication I had received was about having a pet and then I was denied and my money was never returned to me. I received an email receipt of the refund check being sent to the wrong address. I feel that this was an intentional scam because my address is clearly listed in all the forms and in the email to ****.

• Initial Complaint

  Date:07/25/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 writing to lodge a formal complaint against the Braden Fellman *********** Group regarding a serious misrepresentation issue with the lease agreement of my current apartment.On July 7th, 2023, I moved into a property leased to me by Braden Fellman *********** Group. Merely two weeks later, on July 21st, 2023, the apartment experienced a significant flood, which has not only disrupted my living conditions but made the property hazardous and unsafe.It has since become apparent that this flooding is a recurring issue with the property. This crucial detail was never disclosed to me prior to signing the lease agreement. The agreement, in fact, explicitly states in clause v17 (Flood Disclosure) that the property had not experienced flooding issues in the past three of five years. I believe that I signed this lease under false pretenses, given this undisclosed history of flooding.Despite my numerous attempts to reach the management since the flood, I have yet to receive a response, leaving me in a ***************** and uncertainty.Due to the health risks and unsafe living conditions, I am seeking an immediate termination of the lease. However, the terms of the lease agreement concerning early termination could potentially hold me financially liable, which seems deeply unjust considering that the decision to vacate the property is forced upon me due to circumstances not disclosed at the time of signing.I trust the Better Business Bureau will assist in investigating this matter and help mediate a fair resolution. I appreciate any guidance or intervention that you can provide in this matter.Thank you for your attention to this serious issue.

  Business Response

  Date: 08/02/2023

  Hi ***, we sincerely apologize for your negative experience. The flash flood that occurred was an unforeseen and uncontrollable event that effected the entire city, however our maintenance team was still able to respond promptly to the emergency and rectify the issue. We'd like to note that your unit does not have a history of flooding, so the disclosure in your lease agreement was correct.
  
  We understand your frustration with the fees associated from terminating your lease, but we must adhere fully to the policies set forth in your ******* ********************* lease. 
  
  We genuinely wanted to find a solution to ensure your satisfaction, which is why we offered to transfer you to another unit. We respect your decision to decline this option, and its disappointing to know that our efforts fell short of meeting your expectations.
  
  If you would like to discuss the matter further or have any additional concerns, please don't hesitate to reach out to us directly. We value your satisfaction and want to ensure that we address all your needs as best as we can.
  
  

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20375274
  
  Dear Customer Relations Representative,
  Thank you for forwarding the response from Braden Fellman Group Ltd. regarding my complaint. After careful consideration of their statement, I must categorically reject their response. The information provided by them is both inaccurate and deceptive, and it does not align with the reality of my situation.
  Flooding Issue: Their claim that the flooding in my unit was a result of a city-wide flash flood and that the unit does not have a history of flooding is false. Multiple neighbors and previous residents have confirmed that this has been an ongoing issue. The foundational problems that allowed the water to enter my apartment are well-known and were never addressed.
  Lease Disclosure: The assertion that the disclosure in my lease agreement was correct is misleading. The lease requires them to mention any flood risk, which they failed to do, despite evidence of previous flooding.
  Termination Fees: Their stance on adhering fully to the policies set forth in the ***************************** lease overlooks the fact that they are in breach of the agreement by not providing a habitable living environment.
  Offer to Transfer: While the offer to transfer me to another unit was made, this does not absolve them of their responsibility to address the root issue and compensate for the damages I incurred.
  I respectfully request that this complaint remains open and active. I am willing to provide further evidence or testimony to support my claims if needed. The Braden Fellman Group Ltd. must be held accountable for their deceptive practices, and I look forward to working with BBB to ensure a fair resolution.
  Please feel free to contact me at ************ for any additional information or clarification.
  Sincerely,

• Initial Complaint

  Date:01/02/2023

  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.

  I am a resident at *************. Braden Fellman has numerous complaints on ****** reviews but I would like to share my experience. Having been a resident since August, there have been numerous instances that have occurred. Multiple residents have gotten stuck in the elevators and the call button did not work inside. Firefighters had to come and get the person out. Second, there are constantly homeless people that enter the building and BF does nothing about it. There are f**** where homeless people have pooped around stairwells and trash dumps. Sometimes we are not able to take trash out. Over the holidays, there was a huge leak and firemen had to come and were alarmed because no one would answer BFs emergency maintenance line. Now for the past month and a half, we have been dealing with one elevator completely broken. The other elevator only goes to the third floor. I live on the 6th floor. Myself, and numerous other residents have been having to carry luggage, groceries, etc. up and down 4 flights of stairs. BF informed us it will most likely be another month before this is completed. Not to mention, the elevators expiration date is coming up soon. It is very concerning for myself, as well as everyone else living here. Not to mention, we were originally told that the elevators would be fixed in a few days. I would like to be reimbursed for my parking fees ($150 total for the past 2 months) at the least and get the elevators fixed immediately, please.

  Business Response

  Date: 01/17/2023

  ******, I see that we have addressed most of your concerns through email, but we are happy to go into more detail with you. Firstly, please be rest assured that the call button on the elevator is repaired and working. In regards to unauthorized individuals entering the building, we have sent communications to all residents about how to properly use the controlled access system and have individually reached out to the residents who were buzzing in the unauthorized individuals.
  To address the leak issue over the holidays, we apologize that you were not able to reach us. As we have spoken about before, we use a reputable call center to handle our emergency maintenance requests. They have other customers in addition to us, and they received an unprecedented amount of calls due to the inclement weather affecting the entire ***************. We have addressed this with them and this should not occur in the future.
  We completely understand your frustration about the elevator and please know we have done everything in our power to resolve this as quickly as possible. As soon as the elevator was reported as not working, we had both our maintenance technicians and outside vendors come to inspect for repairs. As you may be aware, the building is historic and the solution to the issue requires a specific part to be produced and ordered, which we did so immediately. We know that another elevator inspection will need to occur this year and we have gotten this scheduled this as the elevators are back up and running now. If you have any future concerns, our property team is more than happy to assist.

  Customer Answer

  Date: 01/17/2023

   
  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:12/23/2022

  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.

  Sway Bar and axel on car were broken due to the uneven driveway of *********************. Repairs total $800. The unit isnt sealed and has a moisture issue that produces bugs inside. The unit harbors the smells of all units in the building, including cigarette smoke which affects my allergies. Building is listed as non smoking. Property is possum infested. Maintenance unlocked and entered my unit without notification. 2nd early termination from companys poor tactics. Next door neighbor early terminated and did NOT have to pay $1200 fee. That fee is unfair and should be erased. The heat has now gone out in the unit and it is freezing. I have made each of my concerns known to the company to no avail.

  Business Response

  Date: 01/03/2023

  Hello and thank you for bringing your concerns to our attention. We are happy to address them with you. As stated in your lease agreement, we are not responsible for any damage to your vehicle and when you signed the lease, you accepted the lot in as is condition. For the moisture issue, we will need you to submit a service request so maintenance can repair the issue. Other than this complaint, we do not have any documentation from you of this issue. Regarding the possum, our pest control technician serviced the unit as soon as you brought this to our attention and our maintenance technician has sealed any potential gaps in your unit. To address your statement of maintenance entering the apartment without notice, it is stated in your lease that notice is not required during reasonable hours to enter your unit. We would also like to note that maintenance only entered your apartment due to the emergency request you submitted. You are able to ask for the appointment to be scheduled in your request, which we do not have record of you doing. Your lease also clearly states that fees will apply if you break your rental contract. By terminating your lease early, you are breaking the rental contract. We reserve the right to any waive fees with residents on a case by case basis. Regarding the heat in your unit, as you are aware the entire *************** was affected by extreme inclement weather. We apologize that the heat stopped working, but we offered to bring you space heaters while repairs were being scheduled which you declined multiple times. Unfortunately, heaters sometimes need repair, but we immediately reached out our heating vendor after your request and are happy to report that he has already begun the necessary repairs. We know this is a lot of information, so please dont hesitate to reach out to the office if any additional clarification is needed.

• Initial Complaint

  Date:12/21/2022

  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 allowed Braden Fellman vendor into our apartment, damage to ***** music equipment Brand new clothing

  Business Response

  Date: 12/22/2022

  A heating vendor, AY, came to the resident's apartment to begin work on the heater replacement and neglected to place drop cloths. Minimal drywall dust fell on the residents belongings. Resident stated that they washed their clothes and cleaned the apartment from the dust.  
  
  Resident is claiming that there was damage to guitars as well from the dust, but cannot confirm/prove this. 
  
  PM spoke directly with Resident's renters insurance agent and was informed that they will not cover this type of claim. Resident was then provided with the vendors information to file a claim directly with them.  
  
  PM/RPM have decided to accept the resident's notice to vacate, due to purchasing a home, with no penalties or early termination fees

  Customer Answer

  Date: 12/28/2022

   
  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:12/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled to move out of my building at ******************** (a Braden Fellman property) on December 10, 2022...and they have an ******************* zone blocking access in and out of the building, so I cannot move my furniture and belongings out.