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:02/05/2025

  Type:Product 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.

  Complaint:Subject: Request for Refund of Application Fees Due to Unfulfilled Agreement Complaint Details:I am writing to file a formal complaint against the residential complex Exchange at Indian Trail apartments (located at *******************************************). In October 2024, I submitted an application for leasing an apartment at this property, and I paid application fees of $375 (for me and my husband) on October 28, 2024, using my Discover card. A screenshot of the payment confirmation is attached as evidence.According to the agreement, the move-in date was supposed to be January 11, 2025. However, the property was not ready for occupancy on the agreed date, and the management informed us that the complex would not be opening as scheduled. As a result, we had to secure alternative housing.Despite the inconvenience and the fact that the property was not ready, management promised a full refund of the application fee. I have been in continuous communication with them via email (attached as evidence) where they assured me that the full refund would be processed. However, to this day, I have not received the refund and have been repeatedly given empty promises with no resolution.Additionally, last week, we visited their office in person, and the management again assured us that the refund would be processed within 3 days. However, this promise has not been fulfilled, and the refund has still not been issued.I have attached all relevant correspondence for your review, and I am requesting your assistance in resolving this issue and obtaining my refund of $375.Supporting Documents:Email correspondence (a screenshot of the correspondence with the manager, where she promises to refund the money)Proof of payment (Discover card transaction screenshot)Thank you

  Business Response

  Date: 02/07/2025

  Good afternoon,

  I do apologize for the frustration and inconvenience this has caused. I do show a refund is due however, we have been unable to confirm the forwarding address. If that information can be provided, I am happy to overnight a check to you on Monday with tracking. We understand we failed to meet the **** and would like to make this right. I will send an email to the email address we have on file as a follow up as well. Thank you.

  Customer Answer

  Date: 02/07/2025

   
  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. My address for sending the check is **********************************************. I have already provided this address to the manager at their office in ************, and I have also emailed it several times.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/26/2024

  Type:Billing 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 was charged for application and administrative fees and didnt receive a denial or approval letter or any communication with them. They will not respond back to phone calls or emails. They sent me to collections for non payment when I in fact paid because the only way the online application goes through is with your payment. I have reached out to the debt collector numerous times and they keep saying the account is just on hold until the company decides to respond back to them. I applied for this apartment mid of August 2024, sent collections letter in September of 2024 and the leasing/real estate agency has been unresponsive.

  Business Response

  Date: 11/27/2024

  I do apologize if there was a misunderstanding or miscommunication as the screening company is who provides the approval/denial letter via email. This should be automatically emailed to you once the screening process is complete. If all documents were submitted as required, you should have received an email and a phone call from our team providing an update. I can have the team provide the email and activity history for this application and if you were not sent the email notification, we can certainly provide that for you. We do want to make sure you are satisfied so please feel free to reach out to me directly at ********************************** so we can discuss and resolve your concerns. Thank you.

  Customer Answer

  Date: 11/27/2024

   
  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

  Date:07/09/2024

  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.

  Moving residence from ***************************************, to **************************************************************/xx/2024- Arrived on sight at Exchange at ******** to tour a unit to prepare for a move. Ask tour guide about noisiness and volume of complaints receieved. Am told few complaints, resolved quickly.7/1/2024- 1PM. Arrived on sight to pick up my keys and pay first months rent (Pay with check card tied to checking account) and sign paperwork to take over the unit.7/1/2024- ~~1:30 PM View unit, identify strong odor of marijuana, loud barking dogs. Feel unsafe. Knock on doors of neighbors, two individuals at different addresses in the corridor of unit 114 tell me both noise complaints and marijuana are recurring issues and largely unresolved. Never moved a single personal item across the threshold into unit 114.7/1/2024 ~~2:15PM Sit with Complex Manager, discuss the situation. Voice my concerns for my safety, voice my concern for right to quiet enjoyment. Request immediate termination of my lease. Am told complex will pursue termination at direction of superior. 7/01/2024 ~~7PM Officers arive on scene at my request to search for the smell of marijauana. Origin not identified, but odor is. Put stop payments on first months rent going to Property. Property pulls money under an ACH transfer from my savings account that I did not give them access to or any permission to pull from.Speak with bank. Bank opens investigation. Bank refunds my money while waiting on outcome of investigation. Property manager's superior emails me saying my charges are returned Insufficient funds, request I pay again all charges to date to annul my lease, threating a writ of possession by 7/11/2024. I have been lied to prior to signing the lease and after signing my lease that my payments were not received, stolen from after signing the lease, and threatened with intent to extort additional money from me to annul my lease.

  Business Response

  Date: 07/10/2024

  **************** has been explained we can let him out of lease without penalty, but we will need him to either provide a move out date or turn in the keys to his apartment home. I have communicated this to **************** via email, however, he does not want to speak with the office and has requested us to communicate with his bank. From my understanding after reading his complaint, he stopped payment on his deposit, application fee, and move in monies and then the money was taken from a savings account. This may be due to overdraft protection he has set up with his bank, but we have no way of taking an unauthorized payment from his account. Furthermore, we have no way to directly access a resident's payment options in the payment portal. We have requested **************** to provide payment for the deposit, application fee, and rent for the days he has keys to the unit, or we would have no choice but to file eviction for holdover/non-payment as stated in his lease agreement. We are willing to work with **************** but have been unable to get a response regarding his move out. Thank you.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21962389
  
  I am rejecting this response because:

  '
  Per the attached emails, I am ready to turn in my keys when I am absolved of all responsibilities to Exchange at Westgate's Unit 114. I have never requested any office of Provence Real Estate not be in contact with - I have requested not to be called by Exchange at Westgate such that all communications either with my bank or myself be made in writing as the institution has been proven to be untruthful (shown again, below).
  
  Stop payments were placed against the first months deposit and first months rent. Administration and application fee payments were made in June and not disputed; to request I pay again, administration and application fees is double charging - theft. The respondent will find attached that I am owed $225 in credits against Administration/Application fees. The respondent should make well to review the attached documents and correct their statements for accuracy.
  
  Per my initial complaint, I made all payments with a check card, tied to a checking account - attached to the complaint are screen captures of my checking account depicting both the transfer of to-be-paid funds from a savings to a checking account for amounts that atleast cover the rent deposit of $300, and the draw of funds from my savings account of both my funds transfer and Exchange At Westgate's *** request against my savings account. Perhaps the respondent is not knowledgeable in how *** transfers are requested and made; I have attached an explanation of *** transfer etiquette for their reading pleasures: ***********************************************.
  
  If an overdraft protection is in place, how then, did a charge I deliberately made separate from first months rent, the deposit of $300, become rejected for insufficient funds when the client account transfers shown are both greater amounts than the charge of $300? Electronic transfers of funds in client accounts are immediate, there is no possibility of initiating an overdraft protection act in this instance alone.
  
  Your statement of request that I pay the Exchange at ******** prorated monies for the days I have had the keys to the unit is not your initial request. Your initial request is that I pay the administration fees, the first months rent with associated fees, and the security deposit. What is it Exchange at ******** wants? Provence Real Estates requests are not clear and not consistent.
  
  I am requesting bank statements from Exchange at ********/Provence Realestate that prove the *** transfer request was made from my account at the time I made payment in person, in office as there will be electronic signatures that identify such. I am requesting Exchange at ********/Provence Realestate provide measures that display the *** NSF clawback, as identified by ***********************, are made electronically by my banking institution and not a manual entry. I am requesting that Exchange at ******** provide a list of documented complaints against the property/unit against any individual in the vicinity of ************************** as well as the measures taken to resolve these complaints.
  
  I point the respondent to Chapter 42, Article 7 of North Carolina Enacted Legislation outlining the responsibilities and relationship of landlord and tenant. Under North Carolina Law, superior to any personal agreement or lease contract, the tenant is entitled, under the statue 42-59.1 Statement of Public Policy, the Right to peaceful, safe and quiet enjoyment of their homes - none of these criteria have been achieved by the landlord under the criteria set forth in Article 7. Furthermore, Article 7 enables the landlord ONLY to money owed up to the point of the resident/tenants responsibility to the unit. My responsibilities to Unit 114 ended at one of two inflection points, the point which I notified the landlord of my intent to vacate and break my lease (in person the day of 'move in'), or more conservatively for Exchange at ********, by notification from ********, manager at Exchange at ********, that my lease can be annulled when I turn in my keys.
  
  I give sympathies to revenues lost in the unfortunate circumstance of illegal activity affecting the health and safety of other residents, but not to inaction as explained by current tenants. I am appalled Exchange at ********/Provence Realestate has indecency to demand I pay monies to an organization that enables illegal activity on their property, and would rather pursue legal action against the law abiding. I find Provence Realestates requests to pay money to enable illegal activity to be disgusting.
  
  In effort to retain my own dignity, my own civility, and to relieve Exchange at Westgate of legal troubles pursuant to drawing from account they had no approval to, I offer a mediated agreement:
  1.Full dissolution of all my responsibilities to all agreements with Exchange at Westgate Unit 114 written and verbal, not pending any future signed legal agreement as I return my keys.
  2. A one time payment from my checking account, made by paper check to be cashed in person at Exchange at ******** of a total of $361.61: calculated from a $1346 total rent cost, minutes the $225 owed me, and divided by the numbers of days in July being 31, then multiplied by the number of days I had my keys, 10 as has been identified.
  
  I am disgusted to be offering this agreement after having informed you I never even moved an item into the unit and with all the troubles the the corporation has caused me, but I do so with aim to preserve my integrity in being liable for MY OWN actions, that includes loss of monies from ONLY the loss of use experienced in my 'residency' despite the organization empowering of the erosion of a criminals accountability.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/11/2024

  **************** did turn in his apartment keys to the leasing office today. We will process his move out for 7/11/2024. We would like to work with **************** to resolve any outstanding issues including the account balance. I have sent a request to the owner/legal department for all monies due to be dissolved. This is currently pending approval. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  In the attached PDF Provence Real Estate states to have closed my accounts with Exchange at Westgate and dissolved all charges against my accounts. In apology, ******************** has stated they would like to refund my Application/Administration fees paid on 6/17/2024.
  
  In agreeing to receive the refund of my paid dues mailed to '*********************************************************************' I relieve Exchange at ******** / Provence Real Estate of their responsibilities to my lease agreement only when the check is cashed and the $300 is in my hand. Mailing the check to the aforementioned address with myself, ************************* as being the party the check is maid to, does not alone resolve my complaint against Provence Real Estate, I must receive payment with cash in hand before I close this complaint as Provence Real Estate has been proven to be untruthful.
  
  The respondent will make well to reply to this complaint chain when the check is sent. I will reply to the respondent in 5 days if the check has not been received. The respondent will reply to my notification that the check has not been received in this complaint, ******** in this window in the manner of their choosing - this process will repeat until payment has been received, at which time i will accept the response of the business and close the complaint.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/17/2024

  Thank you, ****************. I have your check ready, and I am happy to mail it priority mail with tracking and provide that information to you. However, I did not see a forwarding address listed in your reply. If you could please respond here or to the email I sent on 7/12/2024 with that information, I would greatly appreciate it. I will send the check (priority w/ tracking) as soon as I have confirmation regarding your forwarding address.

  Thank you,

• Initial Complaint

  Date:02/19/2024

  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 am owed a refund of our move in deposit, Provence Real Estate manages the apartment complex we moved out of in December. We were in Apt. 4101 in The ************************ from May 26 through December 24 of 2023. I was told the check was mailed to us January 8, after 10 days I stopped by the office at the apartment complex to inquire and a week later on January ************************************ ****** called me indicating that the check had been sent to the wrong post office box and had been returned to their ******* office and that it would be sent back out to the correct address the next day. After 2 more weeks passed without receiving the check I followed back up several times with the office staff in ****** until I was finally told there was nothing else he could do other than give me the number to the main office in *******. I tried all 6 options on the phone tree and could not speak with an actual person, only voice mail options, even pressing 0 for the operator goes back to a voice mail. I left a detailed message with the accounting ***** about my deposit refund and was contacted by ********************* who said she was familiar with the situation and would stop payment on the original check and issue a new one, this was on Feb. 6, now 2 weeks later and still no check and she has indicated she would stop payment on the second check and issue another new one. I asked about having it sent overnight and was told she could not do that and asked me to give it another week. I just don't believe this is appropriate, the lease ended nearly 2 months ago and I should not have to wait this long to get the deposit back. They subtracted the final utilities from the deposit which left a balance of $188 owed to us so it's obviously not a large amount but we should not have to wait this long, there has to be a better way than just issuing another check and waiting to see if it arrives. I have had no problems receiving mail from anyone else.

• Initial Complaint

  Date:01/23/2024

  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.

  The situation I am experiencing is ridiculous and egregious. On Sunday, January 21, ****, I contacted Bridgewater Apartments about water flooding in the master bedroom, sewage coming up from the drains in the bathtubs, and the guest toilet not flushing correctly. Maintenance came and checked out the issues. He told me that the water flooding was coming from the shower. He claims the drains were not stopped up and implied someone defecated in the tub (which is nonsensical). The situation got worse and I called back, 4 times, and was ignored. I went up to the office, Monday, January 22, to complain and they seemed to be concerned. They said they would send out a plumber and unclog the pipes for the entire apartment building. It has now been 2 days, with sewage in the tubs, water flooding the bathroom and the toilets not operating correctly. Its hilarious that we are expected to pay rent, but management arent providing an ideal living situation.

  Business Response

  Date: 01/31/2024

  Good Afternoon,

  We apologize for this issue in your apartment home but please know that we took care of the matter in a timely fashion. We thank you for allowing us to make the necessary repairs and please let us know if you need anything further.

  Thank you,

• Initial Complaint

  Date:12/27/2022

  Type:Order 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.

  There is currently an eviction on file for an open balance of $1,100 case number 17d33449 **** Home ***** Dekalb County. I spoke to Dekalb County, and they can only remove the eviction if the apartment complex files paperwork with the court to remove it. I spoke to the manager at property which is located at ******************* Stn. *******. To my knowledge the account was settled when I moved. I spoke to ***** who is the current manager at property. He has a record of my residence, but he could not locate my file to confirm or deny. The property was taken over by a new ***** ******* years ago. I asked ***** if he could provide the companies information, but I doesnt believe they are still in business. I was even willing to pay again if needed to rectify the situation. Unfortunately, ***** would not write a letter confirming or denying the balance on my account. I contacted the court and email the situation regarding ***** and unfortunately if he doesnt file the paperwork there isnt anything they can do. I also tried to locate the ******* but there **** any contact information available. Please let mw know if there is anything else I can do to obtain approval. Below is the information for the property. If you have any questions or concerns, please feel free to contact me at the information provided above. Currently: *********************** ************************************************************ ************

  Business Response

  Date: 12/28/2022

  We have emailed with this individual, however, they resided at this property more than three years before our company (Provence Real Estate) took over management, so unfortunately we are unable to assist with this request.

  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:12/05/2022

  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.

  I have been trying to get in contact with this company. I currently rent from this company and I have been without hot water for 3 weeks

  Business Response

  Date: 12/05/2022

  Onsite management spoke with resident on 12/05/2022 concerns have been cleared up. 

• Initial Complaint

  Date:12/02/2022

  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.

  I am a student at ***************************** and my roommate and I moved into the ******************* in July and since moving in we've had issues with property management. We only received 1 key to the unit and was not given a mailbox key, not long after moving in the a/c stopped working and the refrigerator went out. Also, every time I took a shower there was a massive leak in the kitchen, there is mold growing on the ceiling in the kitchen and the floor is caving in in my bedroom. We put in several maintenance requests and after months of paying the rent with no resolution to my issues we stopped paying the rent in November and my Mom sent an email to the corporate office and that's when we received a call regarding having the necessary repairs done. The property management company also refuses to provide bills regarding the electric they they are charging my account

  Business Response

  Date: 12/05/2022

  We were made aware of pending service requests November 9, 2022 via email at which time we contacted the residents to gather details.  During the contact November 9th, one of the residents requested an update on their ** repair due to the system not properly cooling, confirming portable cooling units were inserted in the home by the technician during the initial visit.  She also shared there was a leak in the kitchen area, which they believed was caused by the 2nd floor shower and a concern about the bedroom floor due to what appeared as a sag in the kitchen area ceiling. Upon receipt of these concerns Management took immediate action and schedule vendors to visit the home, making the resident's aware of the plan of action and dates each vendor was scheduled to visit per their requested availability. The ** repair was completed Monday, November 14th and the plumbing was completed Friday November 18th. The flooring vendor attempted to visit Thursday, November 17th but unable to access the unit due to the residents not being home as scheduled, returning Friday, November 17th. The flooring vendor confirmed no issues to the floor or structural concerns in the bedroom area. The final repair to address drywall repairs and paint in the kitchen area have been scheduled for completion Wednesday, December 7th. Management has maintained communication with the residents throughout the repairs and visited the home on different occasions to ensure the repairs were handled properly and to the resident's satisfaction. 

  The refrigerator concern was issued August 5th and replaced August 7th. 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18512863
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/05/2022

  We do not see a reason provided for the rejection of our feedback. Please notify if we have overlooked anything or you have additional concerns. 

• Initial Complaint

  Date:10/12/2022

  Type:Product 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.

  June 1, 2022 a letter was placed in the drop box of ********************** stating I was giving a 60 day notice and I would not be renewing my lease and moving out after 60 days. The resident manager *********************** advised me I could not do 30 days even though I had purchased a home. I also sent an email to *********************** and copied *********************** so we would not have an issue later. I asked in the email as well for help with the matter. Weeks later I receive a letter from a third party company asking for an astronomical amount of money. Monies which include back rent which I have bank statements which show rent were paid on time. I paid rent money online per their portal in the amount I was given to pay. I have called several times and left several messages to no avail. I do not want this to affect my credit. The members of the staff are not helpful and not willing to do anything help. I wish to resolve this issue and understand the billing that is due. I would like a response back in a timely manner.

  Business Response

  Date: 10/13/2022

  Good morning - Provence no longer manages this location, and has not since March of 2022. The current management group (Vicinia) needs to be contacted in regards to this complaint. Please note the email addresses from the property staff in the attachments included in the complaint are from Vicinia, not Provence.  Thank you.

• Initial Complaint

  Date:10/09/2022

  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.

  Im filing this complaint in regard to an apartment complex Im currently a resident at and which Provence Real Estate owns.While theres a lot that needs to be addressed, Im going to consolidate to the main issues I would like to see dealt with. I moved into ******* Creek in May of 2022. My AC unit has not worked appropriately the entire time Ive lived here. Despite efforts of going through the front office, and attempting to contact Provence themselves, Provence has failed to contact me. The front office has also failed to address maintenance issues. I have spent between $280-$300+ dollars a month on my inefficient AC unit which does not even keep my apartment cool. On top of this, they consistently delete work orders via their portal instead of addressing maintenance issues.As of September 25th, I have been dealing with a pest infestation in my laundry room. While again, I have made attempts to go through the front office to have this addressed, they have failed to respond to my emails as well as fix these on going issues. Lastly, the stairs to my apartment have begun to fail. This has posed a safety issue and Im concerned for my familys safety. The company has failed to address this appropriately. I would like to see a number of different resolutions. First, I would like a new AC unit. I would also like to be reimbursed via money taken off rent to make up for over paying on electricity. Secondly, I would like pest control to make regular visits until the issue is resolved. And lastly, I want to see the stair case to our apartment replaced. It is taxing mentally when you are left concerned for not only your familys but your own safety. Its simply not right for a company to expect rent payment when they cant hold their end of the lease agreement to keep things in working order. Will you not take accountability and make things right?

  Business Response

  Date: 10/20/2022

  Hello - this took place during previous management and were sorry for your experience, however, we werent managing the property at this time. At the end of July when management changed and the issues were immediately addressed.  Additionally, there is a new property manager in place, please feel free to contact her directly regarding any lingering issues that you need resolved - she can be reached at **********************************.  Thank you.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18189975

  Good afternoon,
  

  
  I wanted to start by saying I appreciate you reaching back out concerning these issues. Filing a complaint through the Better Business Bureau was certainly not how I had hoped these issues would begin to be addressed. However, the silence my husband and I have experienced trying to work with both the previous management and the current management of ******* Creek has been deafening and has left us feeling abandoned.
  
  It is fair to say that our largest issue concerning our air conditioner began with the previous management. However, this issue was certainly not immediately addressed as you described it. Provence Real Estate took over the management of ******* Creek apartments towards the end of July. A contractor with Dust Busters did come out to inspect our AC and it was determined that our unit needed replacing. Ideally as soon as possible given the temperatures outside and our skyrocketing energy bill. That much is accurate.  However, my husband and I did not receive our replacement unit until last Friday (October 14th) months later. Beyond this, shortly after I first moved into our apartment and before Provence Real Estate took over management, I had *************** independently inspect our unit and they determined it needed replacing as well. Both my husband and I presented this information along with our concerns about our energy bill to both the previous and current office staff and were met with months of inaction and little to no communication from both management staffs. We have detailed document trails to corroborate everything I've described so far. 
  
  Concerning our AC problem up until now, we've had to follow up with management here every step of the way and at no point were we provided with even an estimated time of completion let alone when they would even begin working on addressing our various issues. When questioned on this, management has been quick to pass blame and has struggled to give any kind of answer. On the rare occasions, they have provided any feedback it's been an unsatisfactory answer. This usually looks like being told they're just waiting for some approval and that we were not the only ones suffering from AC issues. While I am grateful to have a working AC unit today, the lack of communication as well as the overwhelming dysfunction due to no organization by your staff has been a nightmare to work with. 
  
  On Monday, October 10th my husband and I went into the front office to try and see if and when our outstanding pest problem would be addressed. To our surprise, the staff was not in the front office that day. Instead, we were greeted by **** from your corporate office. She recognized us right away and surprisingly remembered we were suffering from AC problems. I'd like to add, this is the first time that someone has effectively communicated with us about what steps they would be taking and give us any kind of timeline for when our work orders would be completed. If not for her, given our experience living here my husband and I have little faith these issues would have been addressed at all. 
  
  I think it's important to note that our issues have only started to be addressed after filing a complaint with the Better Business Bureau. I am convinced there is a disconnect between what the office staff here is communicating to you versus what is actually happening. I hope this sheds more context into why we have been seeking other avenues to communicate.
  
  Our energy bill since living here has been two and a half times higher than what it should have been. Since we first moved into ******* Creek in May of this year, we have spent anywhere from $280-$300+ a month on our electricity. As of now due to our new AC unit, we are on track to spend $120 on our next bill. While I understand Provence Real Estate did not become the property owners until the latter part of July, these issues were not immediately addressed as you stated. We are seeking reimbursement and would be willing to meet somewhere in the middle given you did not become the owners until July. 
  

  In regard to the safety concern with the stairs leading to our apartment, at the very minimum, we would like to have someone come out and inspect the stairs and make sure they are up to code.
  

  I appreciate the fact our AC unit has been replaced as well as our pest control issue. My husband and I still looking to have these other issues made right. If we can provide additional detail, we'd be happy to.  

  Sincerely,

  Hayley Miles

  Business Response

  Date: 10/21/2022

  Good afternoon ****** and ****-

  Our Regional Maintenance Supervisor visited your home yesterday and said he spoke with *********  He confirmed that the ** had been repaired and there weren't additional concerns.  Later in the day there was a meeting with the new Community Manager, ***********  She followed up with me afterwards and said that everything was in motion to be handled.  We're sorry for the experience you've had and hope to improve moving forward.  A contractor was supposed to address the issue with you stairs last month.  We will follow-up with them to see where the disconnect is.  If you want to provide the actual utility bills to the office we can review charges regarding the increased cost due to the ** issues.  If there is anything else we highly encourage you to communicate with ***** onsite so she can address promptly.  We have a brand new team at this community and communication along with customer service are our number one focuses to improve the community for our residents.  *****'s email is: ********************************** and my email is ************************************.

  Kind Regards,

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

  Portfolio Manager Provence Real Estate

  Customer Answer

  Date: 10/25/2022

  Good evening *****,

   

  I appreciate you getting back to me and have followed up with an email. 
  

  Since your last message, Ive been in communications with the new manager at ******* Creek, *****. Shes the third manager *** worked with since May. Not only has she been the first to effectively communicate, shes also followed through on what shes said. While I wish things could have been addressed differently and promptly, I appreciate the fact youve been willing to work with me on these issues and Im satisfied none-the-less.

  Moving forward, Im hoping to be able to have any and all future issues resolved through *****. I appreciate that our AC unit has been replaced as well as the reimbursement credit added to our account. 
  

  If you have any questions or would like to follow up my email is ************************ 

  Thank you for your time,

  Sincerely,

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