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:11/14/2024

  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.

  The landlord here at ***************** is showing a pattern of not given notice when someone enters a tenants unit. On 11/13/2024, I was in the kitchen in my night attire preparing breakfast for my toddler. Two adult males claiming to be maintenance and pest control came barging through my door. My toddler started screaming and crying, and I ran to the door to shut it before they could walk in. I said, "Wait a minute, because I didnt receive notice you guys were coming. I ran upstairs, being that I was not dressed appropriately. I then told them that they could enter. This made me very scared and upset. I am a single mom staying alone with my toddler. After they left, I called the landlord immediately. Someone else answered, but told me the landlord would return my call. The landlord called me back, and I told her what happened. She said that they usually knock first. I told her that is not the point. The point is that I did not receive notice that they were coming. If I knew they were coming, I would have had clothes on, and my toddler would have been put upstairs, being that strangers frighten him. She said that she sent notice via personal email. I check my email every day, multiple times a day due to my job, and she NEVER sent notice. She also never uses personal email, she has always put letters in the door to notify tenants. She didnt tell me that she will be notifying me via my personal email which is weird. I knew she was lying. This has happened to me twice. The first time I was working from home in my night attire, and the same two guys entered my unit without notice. I confronted the landlord about that matter as well, and she stated that she forgot. I no longer feel safe or comfortable in my unit. I dont have any privacy. They also have way too many inspections being that I work from home. Landlords should provide a 24 hour notice, and enter during reasonable hours. As a tenant, I have the right to privacy.

• Initial Complaint

  Date:09/19/2024

  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 was a resident at a property in *******, ** and my lease expired July 8, 2024 and I have yet to receive my security deposit back. The property is Havenwood Daisy ****** LP located in *******, Ga.I gave management my notice to vacate during the designated timeframe and provided them with a forwarding address that is on file with them.I contacted the Atlanta office and spoke with someone on September 5th and was told that an email would be forwarded to the ************** is September 19th, and I have not heard back from anyone.I called the property but no one answered and attempted to leave a voicemail for the office and I have not gotten a response.I sent an email to Fairway regarding this issue and to date, I have not heard back or received any reply response. The contract states that a refund would be mailed within a month of vacancy but for some reason, it was mailed to the address and unit that I had moved out of. I even left a voicemail requesting that any mail that came there to please write my address that was given them so I could receive those articles.This is not professional and should not be tolerated on a business level.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My move in date was 7/11/24, today is 7/29 and I have yet to receive a working stove. I reside at the property in *********. Each day I am paying $30-50 for a hot meal to feed myself and kids. Most of the meals are foods I shouldnt be eating due to medical reasons but I have no choice because Im not able to cook my own meals. I have called corporate and the leasing office daily, no response yet. I have text and sent emails but no resolution to this primary issue I have. Other issues I have are not receiving my mailbox key on move in day, no remote to my garage, a cracked window and a hole in the attic these are issues I was promised would be taken care of prior to me moving in and signing my lease. I was told my lease would be revised due to many errors made but I have yet to hear back from the agent ****** or ********. Since Ive moved in the office has been closed. I spoke to **** once last who agreed to solve my issues and to get me a stove quickly but still nothing. The regional manager has yet to call me back despite leaving a message every week. If the rent is going to be $1400 although advertised online for $885 I expect a stove that works Im hungry and need my home cooked meals!

  Business Response

  Date: 08/02/2024

  Fairway Management take customer proud very seriously, unfortunately, due to staff changes shortly after this resident moved in this was missed. FWM staff addressed all concerns on the date this was received. The work orders of items completed are attached.  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22063854
  
  I am rejecting this response because:
     
  

  Im not sure if its normal to have the noticeable wear and tear for the next resident to see. I have never lived in a unit as such where I even had to clean mold from the windows and shower heads. Nail polish or blood on the ceilings that could have been painted for a decent look.  Attached are photos of some of the small issues I observed on inspection/ move in day.  All issues were made to the leasing office on the same day to avoid any charges for damages that were not done by me.  I am glad to finally have the stove, garage and mailbox key issues resolved.  It took a BBB complaint despite my many attempts via calls, texts, voicemails and emails to get assistance.  I have yet to hear a response in reference to my lease corrections as I was told would be reviewed as soon as I just pay the deposit and take possession of the unit.  Its rare that anyone answers the office phone or be there when needed.  I understand staff changes but I can bet when its time to collect rent someone will be there in person then This is a beautiful property. I just hope the company hire **** that are honest, professional, clean, knowledgeable and available. 
  
  Sincerely,
  
  ******************* (*******)

• Initial Complaint

  Date:09/12/2023

  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.

  AC linking Leakage in dining area, service master removed insulation and it had mold on it. He didnt treat the apartment for mold.Stain over the door occurred like 6 months ago and was supposed to be taken care of appeared again.Doctor wrote a letter to remove carpet because of health issues and was told by management it will only take 1-2 days. I had to move everything out (July 12), did not stay there and still paid rent and had to pay for extended days for a POD. Which to about 1 month and a half. Then this leakage occurred, I had to call numerous times. Finally, two weeks later they came to patch up stuff. I am on disability as well.

  Business Response

  Date: 09/22/2023

  BBB of Metro Atlanta, ****** &NE *******
  *******************************************************************************
  
  
  
  RE: Complaint ID ******** *******************************
  
  
  Dear Consumer Relations Representative,
  
  Fairway Management, Inc. (FWM)is in receipt of your letter dated September 13, 2023.  Your feedback is important to us, and we would like to take this opportunity to give you a well-rounded view of the entire situation.  First, we feel a bit of background information will be helpful. Kingsland Phase II, LP dba Kings ***** is a multi-family independent living apartment community participating in the *** Section 42 Low Income Housing Tax Credit Program. FWM is the management agent for Kings *****,managing the day-to-day operations of the community.  ******************************* has been a resident of Kings *****, apartment 408 since June 5, 2009.
  
  In Complainants complaint,if we understand the timeline correctly, she reported a request for reasonable accommodation to have the carpet in apartment 408 removed and replaced with a hard surface flooring due to a disability related need having been told by management the work would take one to two days. The complainant is frustrated because FWM would not move her personal property for her, and she paid for a pod to store that property for over a month. She reports that during this time,in July, the  HVAC system leaked in the dining area of apartment 408 and mold in insulation was removed by a water damage restoration company.  Finally,Complainant reports a stain over a door that had been present for six months,which allegedly had not been repaired, reappeared. 
  
  Our investigation of Complainants allegations found  that she did make a request for reasonable accommodation to have the flooring in apartment 408 replaced on March 2, 2023. Her request to have the carpet removed and vinyl plank flooring installed was approved.  Complainant was notified of the approval on May 23, 2023, and asked to coordinate with *************************************, the manager for Kings *****, by ***************************, FWMs Access Coordinator. 
  
  ************************** informed the Complainant that flooring removal and installation would take one to two days and could be scheduled as soon as Complainant could have everything removed from apartment 408.  This is when the Complainant became uncooperative. She wanted FWM staff to move and store her property through this process. 
  
  Kings ***** is an independent living apartment community and FWM does not assist residents with their personal belongings.  The Complainant was told FWM would request an estimate for a contractor to move her property, but this would be at her expense. Due to excessive overcrowding in her apartment, the estimate was exorbitant, and Complainant was unwilling and/or unable to afford the moving expense thus complicating the process and dragging it out. 
  
  Once Complainant had her property removed from apartment 408 and the floors were accessible, the old flooring was removed, and new flooring installed by ********************************  This was completed July 27, 2023.
  
  On August 23, 2023,Service Master responded to a report of water damage on the ceiling of the living room in apartment 408.  The damage was caused from condensation on the HVACs copper pipes due to aging seals that failed.  At that time, Service Master cut a 1 x 1 area out of the ceiling, removed the affected materials, cleaned,treated the affected area, and put an air moved and dehumidifier in place for one day to entirely dry out the space. 
  
  On August 28, 2023, FWM Regional Maintenance Supervisor, Jeremie (*****) ******, inspect apartment 408 with the Complainant and the following items were pointed out as needing attention:
  
  -Repair hole in living room ceiling from condensation leak.
  -Holes in wall from light replacement
  -Tighten all electrical outlets.
  -Replace broken fan blade.
  -Install new towel bar in bathroom.
  -Install new door stops.
  -Repair ADA ****** strip
  -Caulk primary bedroom window
  
  **************** addressed each concern between August 28, 2023 and August 31, 2023.  Prior to ****************** arrival, FWMs onsite maintenance and other contractors had completed the following work in apartment 408:
  
  -Replaced Flooring
  -Replaced dining room light.
  
  Please be advised that prior to Complainants request for reasonable accommodation, the only work orders she had requested were for a loose ****** faucet and the garbage disposal not working, both of which were completed in a timely manner. The long list of items that **************** addressed were not brought to managements attention prior to his inspection for the condensation leak. 
  
  We would also like to add that **************** has his CRMI (Certified Residential Mold Inspector)certification and found no evidence of mold. All affected materials were removed by a professional third party hired to remediate any damage, and the area was cleaned, treated, and dried appropriately.
  
  As you can see Kings ***** and FWM did not have an obligation to move Complainants personal property, at no time was her apartment uninhabitable, and yes, it is undeniable  that the flooring replacement drug out, however, this was beyond Respondents control.  
  
  FWM values the insight and concerns of its residents and takes all feedback into consideration with the goal of making our community better for all residents. If you have suggestions for handling this situation differently that *** streamline any of these processes, we welcome your input. 
  
  We trust this response will resolve this matter, but if our understanding does not meet yours or the Complainants, we are willing to make a good faith gesture and allow the Complainant to break her Lease between now and March 1, ****, without penalty,if she provides 30 days advance notice. 
  
  
  Sincerely,
  
  
  *************************
  Regional Manager
  
  
  
  
  Enclosures:      Service Master Invoice
  ******************************* Invoice
  
  CC: FWM / Resident File