ComplaintsforGables Residential

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The enclave, a Gables Residence, charged us over $1,100 for a new carpet.My roommate and i, as the tenants, replied:1. The lease and rental agreements do not define what normal wear and tear is and what community standards are. Those documents do not define requirements for what will be charged and for what reasons.2. On 4.1.2024 a work order was put in to repair the electricity/faulty breaker. The electricity was not working in one bedroom, the living room, and a light in the kitchen. The smoke alarms also stopped working when the electricity went out. The request was not filled until 4.18.2024. Electricity is considered an emergency maintenance request. Gables and The enclave stated they no longer have records of maintenance requests after a tenant moves out which doesnt seem accurate. b. Here are the statutes according to the Florida Residential Landlord and Tenant Act (Florida Statutes ***** - ******) i. Implied Warranty of Habitability ( *****). ii.Essential Services: ( *****). iii. Repair and Deduct: ( *****). iv.Tenant's Remedies: ( 83.64).c. **************** not being provided in more than half of the house, this would qualify us for a rent abatement for the time the electricity was out. We lost our $750 security deposit and ended up owing $480 to Gables/The enclave. Considering there are no clear requirements for moving out, returning the unit to community standards, not to mention they left us without electricity in half the house, it is only fair that the carpet charge be dropped and they owe us a rent abatement for half a month.

• Initial Complaint

  10/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Im writing today regarding an ongoing, unresolved issue at the ******** Gables property (**** ************) in ********, *******. The issue began on Tues. 9/26/23. The Gables Residential employees involved are ***************************, Sales Manager at the ******** Gables, and *******************************, whose title at the ******** Gables office is unknown. On Sat. 9/30/23, ******** confirmed via email that I (a first-time applicant w/ Gables Residential) was due a refund in the amount of $670.04 for fees associated w/ wrongfully issued lease applications. In short (1) the first application provided was for the wrong unit and never re-assigned and (2) the second application provided was for a unit that was not available. Neither application was ever processed, administered or reviewed. The first application charge to be refunded regards a 9/27/23 charge from Vero in the amount of $335.02 for the unit #**** application.The second application charge to be refunded regards a 9/28/23 charge from Vero in the amount of $335.02 for the unit #**** application. ******** has already acknowledged via email that their actions (******** Gables management) were highly unprofessional despite this, *** stated multiple times that I need the $670.04 refunded to the original payment method used with ****, but ******** continues to demand a forwarding address so that a check can be mailed in the amount of $670.04. She has not cited any policy or procedure that would prohibit a refund to the original payment method; she hasnt offered any other solutions or alternative payment methods that would be more agreeable nothing. Further, it seems odd to me that in 2023 a refund cannot be issued to the original credit card payment method. I wish to speak to ***************************** office (or a similar regional manager that oversees ******** Gables) to try and reach an amenable refund resolution. I would also like to speak to the customer experience executive that oversees the ** region for ******** Gables.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I need to speak with ***************************** regarding my horrible experience and everything that went wrong. I have so many issues.The manager is now taking out their negligence on me. The unit was Never worked on, even after I brought it up to the office a week before my move-in date.3 weeks in, the unit is still filled with the past resident's things and very dirty and unsanitary.Long list of issues that have yet to be corrected 3 weeks in, the management has treated me horribly, and the last straw is now how I have asked for 4 weeks for it to be cleaned (I was asking a week before I moved in ) Still not completed.They made it clear that they do not care, and that I was left to take care of the mess of the uncleaned unit so I started to clean today. Long story short, I was cleaning the cabinets that are filled with fith and I felt something.... It was needles......I HAD TO CLEAN MY OWN APARTMENT AS THE ******* HAS FAILED TO DO SO, AND I TOUCHED AND FOUND NEEDLES FILLED WITH ILLEGAL DRUGS FROM ************.... MY APARTMENT (HAD) OR STILL (HAS) DRUGS IN IT LEFT FROM THE PREVIOUS RESIDENT, DUE TO THE MANAGEMENT FAILING TO CLEAN BEFORE, AND OR CLEAN AFTER MY MANY REQUEST TO HAVE THIS **** UP TO MOVE-IN STANDARD. THEREFORE I THE NEW RESIDENT HAD TO START CLEANING THE **** MYSELF AND THAT LEFT ME TOUCHING A NEEDLE AND FINDING MULTIPLE NEEDLES WITH DRUGS IN THEM. I CALLED THE POLICE AND FILED A REPORT. ****************** Apartments ****** ** *************************** e-mail me only ****************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This complex charges $27 a month for valet trash but 1/2 the time my trash isnt picked up. I called the direct number to the valet service and asked them to pick up my trash after the attendant made their rounds I was assured it would be picked up. My trash was not collected until 3 days later. Now its 50% of the time trash is collected. Second, my thermostat isnt working at time allowing the temp in my apartment to reach 80+ degrees and I was told maintenance would be here on 8/28 between **** nobody showed up and no body notified me they would not be coming. Its crazy to pay so much in rent and additional costs to receive little to no services from the staff. Its super frustrating and not worth the money. I would advise anyone looking to rent here against it.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I did an application under false pretenses given by the staff and property manager at Gables Sugarloaf. Had the staff and property manager been knowledgeable and not money hungry, I would not have done the application. After being DENIED on 6/30 I was told I would get my application fee of $200 back. Its 8/10 and I have not gotten a check in a mail, a reason for the delay, or an expedited shipping option. Ive been given the run around, false information, and no help. Ive been told to continue to wait..

  Business response

  08/10/2023

  Good afternoon,

  In reference to the complaint, the applicant was denied due not been qualified under the statement of rental policy, when an application is denied the $200 Administration fee is refunded to the applicant at the address specified on the application. As of right now the customer care center has processed the refund and has been refunded to the applicant.

  Please let me know if there is anything else I can assist you with.

  Sincerely, 

   

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

  General Manager/Gables Sugarloaf apartments.

   

   

  Customer response

  08/11/2023

   
  Complaint: 20450123
  
  I am rejecting this response because: I was provided incomplete and inaccurate information from the property manager who is responding and everyone in the leasing office at Gables Sugarloaf.  It has taken over a month to get my refund and I still dont have it this week.  Its not okay for you all to withhold vital information and requirements for renting during the application process.  My funds have not been received by me, theyre not in the mail, and I continue receiving incorrect information from many sources at the customer care center.  Ive asked for tracking or even next day air for my check and its all been denied. Gables Residential as a whole and Gables Sugarloaf are completely unprofessional. 
  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of Gables *********** in ************* on July 13, 2023. When I moved in we were told the carpet just got replaced and that when we move out normal wear and tear is expected. I have now received a bill to replace the carpet for $1300. I asked for pictures because there were no visible stains or damage to the carpet when we moved out. They sent me 3 pictures with stains of about a quarter each in size that could only been seen by a black light. Normal wear and tear and they are using black lights to find the smallest things to charge their tenants money so they can refurbish the unit at our expense. They have our security deposit as well and won't return it. I am requesting the $1300 be removed from my bill and my remaining security deposit be returned immediately. From other posts on here this seems like a normal practice from the Gables *********** in *************.

  Business response

  08/02/2023

  Hello, the carpet replacement was not normal wear and tear, it was replaced due to the presence of dogs in the apartment.  When there is a dog present (in this case two), we use the blacklight to identify urine stains in carpet. If there is a stain, then the carpet has to be replaced for the safety of future residents. This cost is passed to the dog owner as Gables is not responsible for the stain and damage that was occurred.  

   

  Thank you 

  Gables Management. 

  Customer response

  08/02/2023

   
  Complaint: 20384695
  
  I am rejecting this response because:  The dogs were never upstairs in our Townhouse; we had a gate to block them.   So that is a blatant lie that it was dog urine.  If anything, it would have been human urine, people do go to the bathroom then change in the bedroom and it could have been a drip from that if anything.  Again, this is normal use and wear and tear.  I will happily pay to have the carpet cleaned but will not pay for replacement.  

  No where in the lease does it specify a black light would be used to see if there was urine or anything else on the carpet.  I also received a response via email saying, " Please be advised that pictures are not a requirement for the inspection process; they are considered a courtesy.  Also, please note the pictures that were taken may not reflect all areas of the apartment home that were damaged or required cleaning. "  So basically they are saying no proof on their end is necessary to charge a renter money and in addition the pictures they sent may have not been the only ones.  

  Again, I would pay for the carpet to be cleaned but not replaced.  
  
  Sincerely,
  
  *****************************

  Business response

  08/10/2023

  Hello ****,
  
  Thank you for taking the time to communicate your concerns here with the team. The carpet replacement was not due to normal wear and tear, it was replaced due to the presence of dogs in the apartment.  When there is a dog present (in this case two), we use the blacklight to identify urine stains in the carpet. If there is a stain, then the carpet has to be replaced for the safety of future residents. This cost is passed to the dog owner as Gables is not responsible for the stains and damage that was occurred. I know this can be frustrating however, due to the stains the carpet needed to be replaced.  
  
  Should you have any other concerns please reach out to the ******************** at ********************************************* or at ************.
  
  Thank you 

  Customer response

  08/11/2023

   
  Complaint: 20384695
  
  I am rejecting this response because: This is a pure fabrication to make renters pay for your costs.  The dogs were never allowed upstairs or on the carpet, also if dogs did urinate on the carpet it would not be a drop like shown in the picture/proof you provided.  Humans do shower, go to the bathroom then go into the bedroom to get dressed at which point they could cause the drip, normal wear and tear.  No where in the contract does it say a black light would be used and in all my years of renting I have never heard of something like that. 

  I also did my research and there is another complaint exactly like mine where renters were forced to pay for carpet replacement just like this where pets were not involved.  This is a scam where they know there is nothing renters can do so they just take advantage of it.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am in the process of transferring apartments and I was doing an application on Vero. I uploaded my W2 to verify my income. **** stated they were having some issues with their site and processing W2s. They stated they could contact the leasing office to verify if they can push the application through with my W2. I went to the office to let them know what **** said. The property manager stated she can have them push it through but she would deny it and even if she sent it to her boss ******* that he would as well because it's a W2 and she does not believe my W2 is real which make no sense to me. I even offered my pat stub and she said no. Regrettably, I am unable to log into my employee site as advised by employer to not do so. **** stated that was ok and I could attach the W2. I find that very unprofessional for someone to deny my application for their personal reasons and is discriminative to applicants. I also signed a paper to transfer and vacate based on the information provided by the leasing agent and the fact the I have completed all the steps to do so. If I am unable to transfer, I will need to leave the apartment complex all together. I do not want to leave the the gables apartment but give the misinformation and personal issue your property manager has residents, I have no choice. She stated I would be on a month to month even if I left at the end of my lease. I would like to speak to a corporate manager regarding this issue. Please and thank you very much in advance for your assistance on this matter.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  A month after I moved out of my Apt. I rented with Gables Residential I received a statement in the mail demanding payment of $301. $254.77 was characterized as repairs needed to be done to the apt. post move-out. When I moved in to the Apt. I was charged a $500 pet fee which was explained was being charged to cover any damages or cleaning work that needed to be done to the apt. due to the pet after the move out. I emailed gables and let them know of this $500 I paid, they told me no it was non-refundable and doesn't cover here. When I asked what the pet is used for they refused to the explain or give any background. After having a call to try and get more background they still were still reluctant to explain more, and just said we'll send to a third party collections agency.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Gables billed me for furnished housing at a hotel at South lake union and apartment at ************ at rates I did not agree to on the housing contract. I did not stay at the hotel and the housing for the dates they billed me. Gables had informed me they would correct the billing but I never heard back. I am asking for BBB to investigate the incorrect Gables billing for housing that was never agreed to in the housing contract

• Initial Complaint

  12/16/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Gables Residential owns Gables at the Terrace, an apartment complex in ******, *****. I lived there for two years with my boyfriend and we paid rent in full every month. We moved out August 20th, 2022. On September 8th, 2022, a few weeks after we moved out, we received a bill for the outstanding costs - almost $1000. We paid that bill in full. This week in December 2022, we received a letter in the mail stating we owed an additional $75 for a mysterious parking charge. This parking charge was not on the itemized bill that we received upon moving out. They couldn't tell us when the parking charge had occurred, just that now, months later after moving out and even living there at all, we suddenly owed this additional fee. We emailed the statement - proving that there was no parking fee associated with out account when we moved out - and they simply stated that the parking fee was added sometime later without being able to provide any clarity on the validity of the parking fee (because there is none and the charge did not occur while we lived there). Now they have stated that they will send this charge to collections if we do not pay. We do not feel like the charge is valid and will not pay the fee. I'm attaching the itemized statement that we paid after we moved out. You can see that there is no parking fee on that bill.

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