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:12/19/2023

  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.

  There is mold everywhere in my apartment. I have advised the leasing agents of the issue several times. Recently, they have only sent someone out to look and take pictures but have not resolved the issue. My daughters room is where majority of the mold is. As a result she suffers with many allergy symptoms. Recently, we cleared some of her toys out of her room to prepare for the holidays. I believed this has cause my daughter and I to break out in hives, headaches, itchiness, running nose and congestions and possibly other underlying issues. When I initially complained the leasing agents put a dehumidifier in my apartment that caused my power bill to skyrocket. I would have to empty it about three times a day because it would fill with water. They provided a product called Damp Rid; however, there is still damage to my clothes, furniture. Mold is visibly on the walls as well as many other areas in my apartment. I have several pictures and videos that I have sent to the leasing agents.

  Business Response

  Date: 01/08/2024

  Although I recognize that the 7-day response period has expired, I feel it prudent to respond to this complaint. Several investigations have been conducted in ************************** home and no evidence of mold has been detected. The work orders that have been place by ********************** have been addressed and all matters corrected. At the insistence of the mold issue by **********************, a professional testing company was contracted to test the air in this location. The results show no mold and low levels of common allergens. ************************** statement that "There is mold everywhere in my apartment" is false and seems defamatory. 

  I ask that you attach this response to ************************** complaint and restore our name and reputation with regard to this matter. 

   

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

  Regional Property Manager

   

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21022200
  
  I am rejecting this response because: 

  After years of complaining Rugby Valley Apartments the leasing agents sent ********************************** in to run an analytical report. I was not at home when the analytical test were ran. However, on Saturday January 6, **** I had a meeting with a leasing agent where she explained and went over the list of organisms and their percentage. She explained that they are "common allergens" that were located in my apartment. I frustratedly asked well what about the damage that is done to our property and health. There is visible mold damage to the walls. She explained that she did not herself go in to see the damage and proceeded to offer me to move to another unit and asked if I could afford the price difference. I was at the time having an allergic reaction all over my body and was itching. I later went to an urgent care with the list of organisms that was provided by the agent. 
  I have attached the videos and pictures that I had given to the leasing office prior to making this complaint. There is visible MOLD on the wall, this same mold is on my furniture in which I have photos of as well. Amongst the oganisms listed is Aspergillus/Penicillium, Ascospores, and Cladosporium. After researching these organisms all of the symptoms that my daughter and I have experienced were listed. These are clearly classifiied as mold. And though this may be a "Common Allergen" it is clearly visible which studies show that if visible it is potential for hazard. The highest percentage of mold is located in my bedroom where my daughter and I spend most of our time. I have retreated to my friend's house until the flare up subside.
  Best regards,
  ***********************************

  Business Response

  Date: 01/11/2024

  I reject the statement that there is mold everywhere in this apartment. There has been a professional assessment of the apartment completed and it indicates that the only "mold" that is present is low levels, lower than the control sample, of common allergens that are found in the environment. There is no evidence of water penetration. For the residents' piece of mind, we have offered to wash, with a hydrogen peroxide-based product, any areas that she feels is of concern and repaint these surfaces. In addition, as a courtesy, we will clean the carpet and if she would like, the upholstered furniture of her choice. I am not able to see any videos or pictures that were uploaded to this report by the complainant so I cannot speak to their validity or accuracy. 

  I maintain that we are doing everything we can to ensure that this apartment is in proper condition and order. I have provided this complainant with my contact information, as the Regional Manager, for her to forward any information she would like me to review.