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:01/20/2025

  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 ******** in *************** is housing tenants inside of apartments that are hazardous to live in. There has been an outstanding mold problem at Building J on ****************** that has caused mold to grow not only from the air vents, but also has travelled through the air inside of the apartment and onto the furniture of the tenants. Mold has collected and multiple pieces of furniture have had to be discarded due to an overwhelming presence that had collected on the surface. Breathing conditions can not be safe for the tenants who are not provided with any PPE to live in such hazardous conditions. The management company, who is in charge of the health and safety of their tenants, have failed to resolve the issue and have only sprayed bleach and painted over the areas where black mold is present.

  Business Response

  Date: 01/21/2025

  This complaint was made to ***************************** and Sterling Realty Management, but the complaint is regarding ************ in *******, ***  I think you may be trying to reach Icon Avondale Apartments which is managed by Sterling Management***********  ***************************** and Sterling Realty Management are not affiliated with the Avondale, Icon Avondale Apartments, or Sterling Management************  ***************************** and Sterling Realty Management respectfully request this complaint be closed and removed as the complaint references entities that are not part of our organization.  

   

• Initial Complaint

  Date:10/01/2022

  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.

  We have experienced several issues with ************************** and have submitted several detailed written explanations and are requesting to be released from our lease early without penalty. Between May 2021 and now we have experienced; several major leaks throughout out unit resulting in mold, damage to our furniture, carpets and vinyl flooring; noise disturbances lasting months from one neighbor in particular in which we submitted audio evidence as requested; and smoke entering in our apartment despite being a smoke free community. With the most recent leak flooding our unit and causing water damage to our kitchen, dining room, living and bathroom, I have tried to work with both the property manager and resident relations to come up with a solution in which all were rejected. We are asking to either be moved to a new unit due to the heavy water damage and previous mold issues or be released of our lease without penalty so we can ensure a safe living environment for our two small children. The company does not want to assist with either. It is my understanding that the company has broken leases without penalties in the past for others with just noise disturbances and yet with all of our combined issues they will not assist us. My only two accepted outcomes at this point would be to be relocated to a new unit or be released from the lease without penalty.

  Business Response

  Date: 10/06/2022

  *************** moved into ************************** in May 2021. *************** also renewed her lease in May 2022 for another year.

  ******************* apartment did have experience a leak on 9/28/22 from a supply pipe in the plumbing wall. ************************** had the leak repaired the same day. The restoration vendor extracted the water from the affected carpet in the dining room and living room; completed a mildew treatment on the affected areas; removed the affected carpet pad; and installed drying equipment to dry the areas affected by the leak. *************** was notified the water extraction company would be out on 10/3/22 to remove the drying equipment and replace the carpet pad. *************** was notified that any other repairs would be scheduled after 10/3/22 once the carpet was properly dried. Additionally, *************** was notified that Calibre Springs would issue a credit on her account for utility reimbursement for the electricity used by the drying equipment. On the morning of 10/3/22, *************** emailed ************************** that she did not give permission for vendors or maintenance to enter her apartment for repairs.  ************************** emailed back that the property has right of access per the Apartment Rental Contract; "Management may enter the apartment without notice during reasonable hours to inspect, maintain, and repairs the premises." Additionally, *************** was notified previously of the scheduled repairs.  The drywall repairs have been scheduled and *************** properly notified. The repairs in ******************* apartment did not render the apartment uninhabitable.  All repairs are expected to be completed in ******************* apartment by 10/6/22.  

  ******************* apartment is habitable. On 9/29/22, ******************* claimed mold on her master bathroom exhaust fan; the fan was dirty/dusty and was cleaned; the master bathroom air conditioning vent cover was also wiped off as it was also dusty. *************** was notified by phone that the fan and bathroom vent cover were dusty/dirty and cleaned. Mrs. ****** service requests have been repaired or scheduled. Mrs. ****** other complaints have been addressed. Therefore, ******************* request for Calibre Springs Apartment to transfer her to another apartment was denied. *************** has also requested new carpet be installed in her apartment. The restoration vendor determined the carpet did not require replacement; the carpet padding was replaced and the carpet repaired on 10/3/22. *************** has requested to be released from the lease agreement without penalty; Management has denied the request to be released from the lease agreement without penalty. ******************* apartment repairs will be completed this week. *************** may exercise the Resident's Early Termination Option in paragraph 7 of the Apartment Rental Contract.  

  ************************** also notes that *************** renewed her lease agreement in May 2022. ************************** is requesting *************** adhere to the terms of the Apartment Rental Contract signed in May 2022. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18153081
  
  I am rejecting this response because:

  We were not notified via verbal or written communication that any sort of credit was being placed on our account following the additional utility usage and at this point we see no proof of intention on the company's part for doing so.
  

  The kitchen and guest bathroom floor were not lifted or inspected and the complex has no real knowledge of how far the water damage actually extended or if it was effectively taken care of, especially considering no fan or treatment was given to the guest bathroom. This was provided verbally on the day of the leak and in several emails to the property manager. 
  

  The issue with entering without residents present was emailed to the property manager as well as photographic proof of maintenance staff damaging property without any sort of explanation, reason or scheduled repair to fix said damage while tenants were out.

  Several notices of mold were given to the complex via service request history and verbal communications with ****** the manager and the maintenance supervisor confirmed in the month of May that mold was present in the master bathroom. This was after another employee attempted to clean it with a household cleaner. The same spots have reappeared and have spread to the other air vents throughout the home signaling an issue with mold inside the vents.
  

  It has also been brought to our attention that the property management company has allowed properties to break their leases without penalties in the past simply because of noise complaints (can be seen on the BBB website). We have months of records of phone calls to the leasing office, local police and emails with audio recordings to management with no long term resolution or offer to terminate our lease.

  At this point, all of our issues and lack of effort to come to a reasonable compromise with us seems personal, intentional and almost discriminatory.

   Sincerely,

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

  Business Response

  Date: 10/12/2022

  The resident's account has been credited $60 for utility reimbursement ($10/day for 6 days) for the days the drying equipment was placed in her apartment (the property was awaiting the invoice from the vendor to issue credit).  

  ************************** checked the resident's master bathroom exhaust fan and air conditioning vent for mold after the resident reported it on 9/29/22. The fan and vent cover were dusty/dirty; maintenance cleaned the exhaust fan and vent cover.  No presence of mold was found.  

  The repairs from the 9/28/22 leak have been repaired.  The resident signed an Apartment Rental Contract in May ********************************************************************** May 2022.  The resident has the option to exercise the Early Termination Option per the Apartment Rental Contract.  ************************** has adhered to the terms of the Apartment Rental Contract and ************************** is asking the resident to do the same. The resident's request to terminate the lease without penalty is outside the scope of the lease agreement.  To reiterate, the resident has the option for Early Termination per the terms of the Apartment Rental Contract.