ComplaintsforGables Residential

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a resident at ******************** known as Gables residence during this time I have had multiple plumbing issues that I have tried to seek compensation for but was scared of retaliation. I have moved out as of November 7th and now they are trying to say I have not turned in a mailbox key and they are going to tow my storage container which I informed them will be picked up on Monday. I also I informed them no where in my rental agreement says storage containers are supposed to be there for two days and was in fact told to park it on the left hand side and not by the sidewalk. The staff have been very disrespectful and hung up the phone and refused to allow me to speak and kept talking over me. They are not only threatening to have it towed but also charging me for an extra key that was returned in February. And still have not compensated me for not having access to an entire room in my house on multiple occasions.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am paying $2650 per month to live here. Few amenities are included, not is water or power. In total I pay nearly $3000 per month for this place. Management/staff does not answer emails or calls, and if they do it is not helpful whatsoever. They charge me for other apartments trash violations and provide no proof that it should be mine.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Visited and applied for residency at Gables Willow ***** on September 21, 2022. Met with ************************* who showed us a 2 bed 2 bath apartment. We were told that the apartment we were interested in was being renovated and that we would have to wait a week or so to view it. We were fine with this. We viewed a similar model. We went home that same day and applied paid the $125 application fee per person as well as a $250 administrative fee. Total $500. Got a call from ******** the next morning stating that she received our application. We specified to ******** in our initial meeting that we had a lease that was expiring end of October. So we wanted to move in as soon as we could. Unfortunately she told me that the unit i was interested in would need a FULL renovation. New cabinets carpets appliances etc. I had 1 question. Would it be ready by our choosen move in date October 21st 2022. She informed me it surely would being that our move in date was over 1 month away. She also informed me of a price increase due to the new renovations. I understood and asked if she could send me proof of our approval since it had been a few days and we hadnt received anything. After calling repeatedly for over a week my partner and i finally recieved a welcome letter with specifics to the apartment we were getting. Since we received the welcome letter we have reached out repeatedly time after time to get an update on when we could see the apt and was told The apt was still being renovated. ******** has never given me a call to give me an update not once. She was never helpful telling me the same story everytime i called. Today i visited the rental office and ran into maintence who told me the truth. The apartment hasnt been worked on and will definitely not be ready for us to move into in 2 days. I lost deposits on a moving company due to having to cancel due to the uncertainty of this process. The reviews on ****** are true. They will not answer phones, lie, and try to gaslight you.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in Feb, and did not officially start living here until March at the ******* center location. The main issues i faced were my dryer not drying clothes, and my water not staying hot for long. I started reporting the water issue in early may i believe. Ive had to get Sr. ********** involved when the issue persisted. It escalated and when speaking to the regional ********** I was told that a new water heater was suggested and i declined, which was a lie. That obviously would have solved the problem and i DID suggest that, but was shut down. For dealing with this consistent issue, i started asking what can be done to accommodate me because the heater was turned up at one point, and i was still dealing with the dryer issue - essentially using more energy. I was told by the office manager that nothing can be taken off my rent, but she could possibly issue up to a 150-$200 giftcard through captivate. I opted for this. I have email proof from July 27- Aug 2 that points would be added to my captivate account and would be there within a few days. When nothing happened i got the regional manager involved who said this is something they dont do and would never have been approved (which i was told was already by office manager) its now Sept *********************************************** along, saying that its been submitted, etc and that they are waiting to hear back from them. Since July 27th?! Once i started showing the paper trails of being lied to to the regional, and after being told i couldnt replace appliances, they magically replaced the dryer, water heater, and the dirty blinds i was told to send an email about during my first month that also never was actioned (email proof as well). I was never told an amount for the gift card, and then find out it will only be $50. Still haven't seen it and it's the point i've been lied to that's not sitting well. I request a months concession for having to deal with the lies, misconceptions, and deceit from the office staff.

  Business response

  10/03/2022

  We are aware of the situation and have addressed/resolved all items that were mentioned with *****************.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was scheduled to move into my new renovated apartment Tuesday September 13, already signed the contract to move in from my apartment a few buildings away. 1 day before my move in date the leasing office calls me to tell me i cant move into my place until friday September 16 4 days after because of cracked tiles. We went over to the building to see for ourselves and see the maintenance men pulling out the old dishwasher, old window blinds AND tiles. ***** at the leasing office tells me its some cracked tile, which i knew couldnt be the only thing see as it would take maybe an entire day to do tiling, not 4 days. Not hiring a moving truck since Im moving 700 feet away so all of my furniture is in my garage and i live on the 3rd floor. ONE day before my move in date, thats been set for MONTHS, they tell me i cant move while my couch dining room table everything is downstairs in my garage. All my clothes are bagged up and boxed up i have nothing in my apartment with the impression i was moving tomorrow. All they have to say is sorry and to talk to a property manager. Ive been a tenant for almost 3 years this is unprofessional and stressful I should be compensated seeing that this isnt an issue i created, but an issue gables montecito has created with no real intent to get the apartment renovated and completed for me to move into on my move in date. They didnt prioritize getting the renovations done by the set move in date which is mind boggling. If i cant get someone on the phone to resolve this i will be getting an attorney seeing that the community is essentially breaking the contract thats been signed and giving me a day notice that i cant move until the end of the week while everything i own is in boxes.

  Business response

  09/20/2022

  Dear *****,

  We are sorry to hear about your complaint. In order to properly address this matter, can you please tell us the name of the Community you are filing the complaint about? Thank you in advance for your time.

  Customer response

  09/21/2022

  The community the complaint is against is Gables ********* in ******************

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son and I executed a lease agreement on 7-26-2022 with Gables Residential - the Montclair location. II have a multitude of photos related to the issues. I paid the deposit, administrative fee and first months rent timely and complied with all obligations as a tenant. we live put of state and move-in was set for **** and ****. The apartment when we arrived almost month into the lease, is unsafe, unsanitary with mold and mildew in ever corner of the kitchen and bathroom with bugs stuck to the accumulation of mildew and ****, stained on walls and floors, fixtures are inoperable, the conditions included garbage, pills and other drugs and bugs on the floors and in cupboards, all vents are blacked with dirt impacting the air quality, appliances that dont work and windows and window covers broken, tiles loose and missing, exposed screws creating hazards, doors and other areas taped with scotch to hold them together and an odor that smelled like a cross between urine, smoke and marijuana. Representations by Gables along with photos was that managers made a walk through, it had been cleaned and sanitized and the carpet steamed and that they would be replaced along with tiles. These were false as had anyone walked through the apartment and done a legal obligated move-in walk through, they would have see what I saw and what is noted in the pictures I took. Gables misrepresented and failed to make the legal disclosures about the site. The photos on the site do not at all represent the condition of the apartments and overall property. There is overflowing garbage in all cans, the mail room is wet and has no organization, the pool and gym facility are unsanitary.

  Business response

  09/19/2022

  Resident was moved to a ready unit, stop emailing me.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Identified *********** Apartments (*******, **) as perfect property as it within a close proximity of my employer. Toured the property with the leasing manager in April 2022. Informed at this type the specific unit type and ground floor only preference. Made it clear that can't do anything besides ground floor and the unit type. Was informed in writing that I was added to the wait list. Indicated my move-in timeframe with specifics. Waited since April for a response. Took the initiated to call to find out there is the B2 unit/ground level available for the specified timeframe. Was sent the leasing invitation by the same leasing manager that day. Started the application process and completed several forms online. At the same time, technical issue affecting online process so informed that I will come to the office that next day to pick up the application. Went the next day to pick up the application paper. Filled out and asked for email to send it to. Same manager that I just saw less than ********************************************************************************************* saying some applied for this unit "overnight" and it's no longer available. At no point, was I informed that this could happen. I was under the impression that this unit was on hold as my application was in process with frequent communication about all of it within a 24 hour frame and had been indicating this unit type/ground level/timeframe since April 2022. My move out date from my current residence is non-negotiable and this was the only unit available in Sept.2022. The same manager that I just talked and fully informed about all of this just said someone applied overnight. This has really put me in a bind as I have been waiting for this unit since April 2022 and everything set to go for this move. No clue that I would run into the online technical issue via my phone but kept the leasing manager informed all within 24 hours and was in the office to complete the application.

  Business response

  07/21/2022

  Management spoke with the customer on 7/19/22 to talk through her concerns. Management agrees that there was a breakdown in communication with her regarding how the waitlist worked and the urgency needed when she was attempting to apply. The leasing team typically lets customers know that join the waitlist that it is not a guarantee to get an apartment. It is a list of potential future residents that the team contacts as availability comes up that *** suit their needs. Because apartment availably is posted online daily, and often leases within hours of going online,management has no way of guaranteeing an apartment to someone until they have submitted their completed rental application which effectively removes the apartment from the available inventory posted online. The customer had issues with the online application, so she took a paper application to complete at home. The Leasing Manager did not ensure the customer understood the urgency of getting her fully completed application in quickly as the apartment is not reserved until that is received. Unfortunately, there are no other two-bedroom ground floor apartments available in the timeframe and exact floorplan the customer wants. An alternative floor plan on a ground level was offered to the customer, however she indicated it would be too small. Management told the customer that they would reach back out to her should any other two-bedroom options come ** in her time frame. Management apologized for the miscommunication and understood the customer point of view and frustration. This situation will be used in coaching team members moving forward to encourage better communication during the hold and application process. 

  Customer response

  07/21/2022

   
  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

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Im reaching out to potentially speak to a Director or someone who is in charge over Gables residential Im a current resident at the Ashley ********************** and book it and it has been a very traumatic experience in reference to my move-in. There is absolutely no form of communication to reach leader ship per ********* and ******** who is over Leasing the property manager has been on a sabbatical for over a month. Theres a huge disconnect to get any former resolution for residence. I felt that it was biased intent to purposely delay my approval. This particular unit 827 has been vacant well over a month the property the maintenance and cleaners. All the vendors have more than enough time to get the unit move-in ready. The process of trying to get a hold of someone to have an adequate conversation has been the hardest part ever just to get answers on an update on my application after I have submitted all requested documentation. I felt the young lady ******* who was initially working with me she did not do her due diligence to Casa employer to get the final approval I provided her direct contact information for people to verify my employment. For this to be a nice property management is horrible they are not paying attention to details it is not fair for a resident to pay almost **** a month in for service to be lackluster. It is unacceptable that theres no follow up for a new move-in Ive been in my unit going on two weeks and I have yet to receive a formal walk-through of the entire property I have no idea where things are I had a complete improper move-in. ******** informed me that I will be able to move in Sunday for Fathers Day and told me that ********* would do me a favor by being there to move me in Sunday only for there to be no one there I wasted my gas and my time coming to the property to not be able to move in But the property charge me for days that I was not in the unit it took them a week after my designated moving day to finally get the unit up to par

  Business response

  07/18/2022

  We would like to offer a sincere apology for your experience and are committed to resolving any concerns that have not been addressed to date. Please reach out to our office if there is anything we can do or if there are any other concerns you have not yet shared with us. We regret that we have caused any stress or frustration in this matter. We appreciate your feedback that has allowed us to identify areas that need improvement, and we will certainly work hard to correct these shortcomings.Thank you for being a valued resident. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an apartment at the Gables property on ************** in **********. Was accepted and scheduled to move in to Unit ****. I paid all fees required prior to move-in, total in the neighborhood of $1500 dollars. A week later we received a call from the ********************* of the Gables saying that due to extenuating circumstances the unit we expected to move in to was "no longer available." After touring the property with ***************, we came to the conclusion that a suitable alternative apartment was not available to us. *************** assured ** our money would be refunded. Since that time, *************** has not responded to e-mails and no monies have been returned .

  Business response

  06/27/2022

  Hi there,

  This refund has been issued, I would've reached out to **** and informed him that it takes around 7 business days for checks to be processed and we ask that residents/prospects reach out to us if they haven't received it after 14 business days. 

  Regards,

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

  Community Manager

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was a resident at Gables ************************* September 2021. The property manager of the complex emailed me regarding the deposit on September 21st that move-out accounting is completed within five business days and it can take up to 30 business. I was given the email of the Resident Business Manager, *******. I sent him fives emails since October 2021. He has not responded to me. We spoke on the phone shortly after and he said he would follow up with me. On December 12th I sent another follow up email stating that we spoke on the phone recently and I wanted to know the status of my deposit refund. A fourth email was sent January 28th and still no response. I tried calling his office and leaving a voicemail and it was never returned. I have called the Gables Residential corporate office and left a voicemail with no return call as well. Now the Gables 820 West property is no longer part of that ownership. I spoke to ******* and he said he would give me a call back with more details and still came up with no response. Either months later and I have still not received my deposit or been told why and given a solution.

*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. ↩