Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  -I contacted the office on August 29th because I received a job promotion and was advising them that I would be leaving. I sent them an email to confirm that I was leaving. The original move out date was Sept 27th but I moved out Sept 20th.-before Sept 20th, I asked them what I needed to do to square away breaking the lease. They said I would need to pay Septembers and Octobers rent. -On September 20th, I turned in my keys and they asked for my address and said everything was squared away. I only gave payment for September and they said it was fine.-December 10th-I received a call from a collection company and they said I owed $3100 for breaking the lease.-December 11th-I called and left voicemails for The reserve.-December 12th-I called and spoke with a representative Jasmine and she said she would review and give a call back.-I still havent heard anything from them since December 12th.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 17th, 2024, I applied for an apartment at The Reserve at Johns Creek Walk and paid the required $425 in fees to submit the application. The $425 consisted of 2 parts - a $75 application fee and a $350 admin fee. According to the website and the leasing agent, the admin fee is refunded if the application is denied. The very next day, I was informed that my application had been denied and that the $350 admin fee would be refunded to me via check within 30 days. Language from email was "Please allow up to 30 days to have your $350 admin fee refunded to you via check."I stopped by the leasing office on May 20th, 2024 to get a status update, because I still had not received the check for the refund (and we were beyond the 30 days). When the agent looked at my account, he said he didn't see any activity that the check had been processed and that he would reach out to the accounting team and email me with an update. I waited a few days, and still had not received an update, so I emailed the agent. According to the response, he still hadn't received an update from accounting, but tried to say **** delays were the reason the check hadn't been issued. **** delays are not a valid excuse for the firm to have not even issued the check.I have to move to a new apartment in 2 weeks, and need to have that refund check received before that date. For them to withhold refunds for going on 2 months is unethical when they know it is due to the applicant.

  Business response

  06/24/2024

  I am writing to respond to the complaint filed by ****************** regarding their refund check. I understand that they have been paid and picked up their refund check, but are still disputing the issue.
  
  After investigating this matter further, I would like to clarify that ************************* did indeed issue the refund check to ***************************. As per our records, the refund check was made out for the correct amount of $350 for his refundable administration fee. The check was processed and mailed out to the leasing office, to where ****************** picked it up.
  
  We understand that this can be frustrating for the length of time that it took to receive the check, however we followed our protocol and were able to reimburse ******************. We hope they can understand that we have fulfilled our obligation at this time
  
  We would appreciate it if ****************** could provide us with more information regarding the status of their bank account and any potential issues they may be experiencing with cashing or depositing the refund check. We are willing to work with them to resolve this matter amicably and ensure that they receive their refund in a timely manner.
  
  Please let us know if there is anything else we can do to assist with this matter. We value our customers' satisfaction and appreciate your feedback in helping us improve our services.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  The Reserve at Johns Creek Management

  Customer response

  06/28/2024

   
  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, with the following caveat:

  I would like to point out the my claim was filed on 6/10/24.  The business did not notify me until around 2 PM on 6/18/24 that the refund check was at their office for me to come pick up.  At that point, I had already received notification from the Better Business Bureau that the compliant had been closed for no response from the business within 7 days.  

  The fact that they responded several days later (after I had already been notified that the claim was closed), and try to make it out that I didn't file the claim until after they had given me the refund check is unprofessional.  They could have just said, "We provided ****************** with the refund check in the amount of $350 on Thursday, June 20th when he was able to come into the office and sign for it."  If that would have been their response, I wouldn't be adding any commentary to this response.  But they didn't do that.  They tried to paint themselves as being wrongly accused instead of taking simple accountability to fix the problem.  If their policy or process allows them more than 30 days to issue a refund, then they should stop telling applicants that they will receive the refund "within 30 days" and update that communication to actually be in line with their policy (i.e., "within 60 days" or "within 90 days" - which ever is more accurate).

  But yes, I did receive the refund check on 6/20/24.  I was not aware that I needed to do anything further with my compliant after receiving the notification the morning of 6/18/24 that told me it was closed.

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

• Initial Complaint

  02/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved in November 1, 2023. Following is a list of some of my complaints/concerns reported to the leasing office and the ******* corporate office. Daily noise complaints (during quite hours) from 2 units above me and 1 unit on each side (4total). The leasing office has dismissed my numerous complaints with no resolution. I had internet problems inside the unit which is not my responsibility yet they made me pay the bill to fix it for use. I reported a master bathroom ceiling leak for a week and was dismissed until the water started pouring out of the ceiling. I have left urgent messages and emails with no replies. I have tried to contact the local VP and she will not return my voicemail to Discuss the situation professionally so we can agree on a resolution. I should not have to chase the landlord / company for assistance on my poor living condition. This is to name just a few of the problems with this housing property.

  Business response

  03/20/2024

  Dear ******,
  
  We appreciate you bringing your concerns to our attention and allowing us the opportunity to address them. Ensuring our residents'comfort and satisfaction is of utmost importance to us, and we sincerely apologize for any inconvenience you may have experienced during your stay.
  
  Upon reviewing your complaint, we have thoroughly investigated the issues raised and taken immediate action to resolve them. We understand the frustration caused by the noise disturbances and internet problems you encountered, and we empathize with any inconvenience this may have caused you.
  
  Regarding the noise complaints, we have contacted the residents responsible and taken appropriate measures to address the issue. We understand the importance of a peaceful living environment and have implemented measures to mitigate any future disturbances.
  
  Regarding the internet issues, while it is not typically within our scope of responsibility, we have liaised with the internet provider to resolve the matter and negotiated with them on your behalf to waive the associated fees in order to ensure your satisfaction.
  
  Furthermore, we understand the urgency of the bathroom ceiling leak and acted promptly upon receiving your report. Our maintenance team and vendors swiftly identified and repaired the source of the leak, as well as attended to any resulting damage in a timely manner. We apologize for any inconvenience caused during this process and appreciate your patience and understanding.
  
  Here is a detailed timeline of our response to the reported bathroom leak:
  
  January 19th, 10:00 PM: We received your email reporting the leak, accompanied by video/photos.
  January 20th, 10:09 AM: You left a voicemail regarding the leak.
  January 20th: Our maintenance technician, *****, was promptly dispatched to address the leak.
  January 22nd: Following an inspection by our on-site team and contractor, repairs were scheduled and promptly executed.
  January 29th: All repairs in both affected apartment homes were completed, including the leak repair and necessary drywall/paint repairs.
  We sincerely apologize for any inconvenience or frustration you experienced during this time, and we appreciate your patience as we worked to resolve these issues promptly and effectively.
  
  Moving forward, please rest assured that we remain committed to providing you with a comfortable and enjoyable living experience. Should you have any further concerns or require assistance, please do not hesitate to contact us directly.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,

  Reserve at Johns Creek *************** Team

*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. ↩