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:11/01/2023

  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.

  I have been in this unit since March 2023 and have experienced problem after problem. I have no heat and have called the emergency after hours maintenance and have gotten no response to this urgent emergency. I have a small baby and it is freezing in this apartment. When emergencies occur its almost as if you have to beg for the property maintenance to do anything to resolve the issue.

  Business Response

  Date: 11/17/2023

  It looks like all items have been completed in your apartment and ********* has worked hard to make sure your needs were met.

• Initial Complaint

  Date:10/06/2023

  Type:Customer Service 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.

  The property managers contractor burst a plumbing pipe in the bathroom drain line causing a dirty water leak into my unit almost a month ago. The leak got worst causing an odor and flooring inside of my bathroom and front door foyer. I am paying over $1700 for rent and pay my rent timely. I am an asthmatic and have severely allergies to mold and mildew. I have made every attempt to get them to come to make the repairs which has caused interference on my job with me leaving work to go to the leasing office because they do not answer the phone. To them sending maintenance to repair a plumbing pipe that continued to leak causing fly bugs to come into my apartment from exposed structure and ceiling. There is no insulation inside of these apartment walls and ceilings and I am living in a unit with the upstairs unit plumbing drain line exposed which could cause category 3 water to flood should these pipes malfunction again. No one should be living in an apartment with exposed ceiling and torn out drywall. There is also a mildew smell inside of my bathroom that I can not use but I have still paid my rent timely. The property management company does not care and no one should have to live in these unhealthy living conditions.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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.

  Moved into apartment 7/26. Have no useable bathroom to take a shower or bath in. One bathroom has only cold water, other bathroom only hot water. Apartment was filthy upon move in and the washer was not working along with ********* all leaking or backing up. The apartment is infested with roaches even after the work order was completed for that. There are 6 work orders submitted and no one has come to fix any of it despite repeated visits to office and emails. Notice to terminate lease submitted and we are requesting our entire security deposit and prorated rent to be returned for renting an uninhabitable apartment.

• Initial Complaint

  Date:12/10/2022

  Type:Order 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.

  My rent with everything included was $1283. When rent was due my rent was $1448. Until now its almost $1600. They expect me to pay it with all these extra fees that are supposedly been added already to the rent. They filed for eviction on 12/09/2022 because I wasnt paying until I spoke with a *****************************. Maintenance request does not get done in a timing matter my one bedroom has one toilet and was clogged up for 4 days I had to use the bathroom for days at a gas store. Irish the property manager is very unprofessional and does not care.

  Business Response

  Date: 12/11/2022

  Please be advised that *************************** has experienced financial difficulties since she has moved into our community. Within one week of moving into our community, her application of $75.00 and admin fee of $100.00 returned back as an NSF payment. We called and emailed ************ for over a week trying to resolve this financial matter with her. She agreed to stop by the leasing office with a payment for days and on several occasions but failed to pay until we informed ************ that her next month's rent would not be accepted without her payment. To add, ************ was given a $1000.00 (one thousand) concession off her first month's rent which also gave her a financial jumpstart. With $1000.00 off her 1stn full month's rent, she is still having difficulties meeting her financial obligation with our community. 

  She called our leasing office right before rent was due disagreeing with her fees and requesting to pay only half of her rent since she did not understand her account ledger. My Assistant Manager ***************************** and myself explained all of her charges to her, we also referred her back to her SIGNED lease agreement. Upon her move in, all fees were clearly highlighted and explained to ************. ************ did not have any questions or concerns on her move-in date that was not answered. As a new move-in, ************ is already experiencing a high level of financial concerns and her ability to meet her payment obligation with our community. 

  Please review the attached signed lease agreement which was acknowledged by *************************** and management signatures. Her lease agreement is also available to her through her resident portal and was provided to her in through an email. All charges reflect on her lease agreement.  Please review her account ledger that will reflect her returned application and admin fee of $175.00, a $1000.00 concession given to her from management as a move-in special, and an email also giving her a breakdown of her financial lease obligations, declining to accept her offer to pay a half month's rent

  ************ has not received any rude feedback from any of our team members; however, we have been very firm with our payment expectations from her. 

  Thanks,

  Management

   

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18553570
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/12/2022

  All legal documents and communication has been provided to support that ************ has received FULL communication regarding her rent and utility fees prior and on her lease signing date. Her lease agreement gives her a very clear outline of her financial expectations. ************ signed her lease acknowledging that she fully understood her agreement and expectations. However, ************ has struggled with meeting her financial obligations with the community since her move-in month of October. 

   

  Please review **************** move-in timeline financial activities:

  Move-In date *****- signed lease agreement acknowledging her financial responsibilities with Echelon Park

  Echelon Park received an NSF notification on her account- 10/25

  November- ************ paid partial rent of $533.00, she was given $1000.00 off for a move-in special

  December- Her full payment is due and she have not paid rent. She sked if we could accept half and the Assistant Manager rejected her offer. To date, She have not meet her financial obligation with the property

  December 12-2022. We have filed for her eviction due to non-payment- Per our policy an additional $250.00 legal charge has been added to her account. We have filed for her eviction  with ***** County Court System

   

  Within her short stay at our community, Ns. **** has experienced financial difficulties. 

   

  Her lease outlines all charges that's on her ledger. None of the charges listed on her ledger is a surprise to ************ as it is all detailed in writing, listed on the agreement, and agreed upon between ************ and management. 

  I have attached an updated ledger, lease, balance due notices, and all communication with ************ to support our case. 

  Thanks,

  Management

   

   

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18553570
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  as stated before Irish was not there the day of signing she did not go over lease I asked the lady with blonde who was light skin was everything included I was told yes this is where lack of communication comes in.

• Initial Complaint

  Date:11/19/2022

  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.

  My furnace isnt working. Ive placed maintenance request. Ive spoke to the office. Ive emailed. Ive reached out to corporate. I have a toddler son and no matter how many times I let them know I need my furnace fixed due to not having any heat nor A/C nobody comes. I cant even get an outside company to come fix it due to it being an apartment complex. I just want someone to come fix this. I have no heat and its been freezing here. My son just got sick and I dont know what to do. Please help me.

  Business Response

  Date: 11/21/2022

  The Community Manager reviewed the attached complaint on 11.21.22. On that date, ***** and **** was assigned to ****************** service request to complete concerns of no heat. The repairs were made and both technicians verified that his unit was properly working after repairs were made. The Community Manager also called and verified with Mr. *********** that his repairs were properly completed. All parties have confirmed that the service request has been completed.

  It was also verified that ************** was not utilizing the correct associates email to communicate his concerns.

   

  Photos attached, verifying ****************** present temp in his apartment. 

   

  Work Order Resolved

• Initial Complaint

  Date:06/17/2022

  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.

  On April 6, 2022, I applied for an apartment at Echelon Apartment Homes. At that time, I paid $175 ($100 administrative fee $75 application fee, email attached). I was declined for the rental. On April 20, 2022, I received an email from the property manager, Irish *****, that my $100 administrative fee would be returned (email attached). On April 21, 2022, I replied back with the question of if my refund would be mailed being that I was supposed to move. Irish replied with a "yes". It's now June 17, 2022, I have called the office several times (June 6, 2022 and June 17, 2022 but have NOT received a return call left on the voice-mail. Irish ***** did NOT verify my address to send the check in the email. Please help because this is unprofessional and frustrating. For the record, my mailing address is ****************************************. I would like to get my deposit as stated in my email.

  Business Response

  Date: 06/27/2022

  Hello, 

  Please be advised that *********************************** application was denied, and a refund request and check was immediately processed. Please review the information submitted by ******************************* indicating the current address is: **** *******************************************************. This is where the refund check was sent. There has been no additional address change request made on ************************************* behalf. We can only send a check to the address provided by the applicant.

  Attached you will find:

  Credit application that was submitted by ******************************* indicating *************************** as being their current address.

  Final Account Move-Out Statement indicating that we placed a request timely for a refund due to the denial status.

  Account Ledger showing that a refund check was distributed and sent to the address provided by the applicant. 

  All addresses were SELF directed by *******************************- There were no updates indicating an address change

  Information below was inputted by the applicant-

  Applicant Information
  Name: ************************************* Date Of Birth: ********
  Preferred Name: Do you have a Social
  Security Number?:
  Yes
  Marital Status: Single SSN: XXX-XX-7427
  Email: ******************* Government Issued
  Identification Number:
  ********
  Phone: ************** Government Issuing
  Entity:
  License ***********
  Have you ever been
  evicted?:
  No
  Country:
  Address: **** **********
  *********** ,
  **.
  30281
  Residency From: 12/23/2019
  If yes, details
  Residency From: 12/23/2019 Have you ever been
  convicted of a felony?:
  No
  Monthly Rent/Monthly mortgage
  payments:
  $1230 If yes, details
  Reason for Moving: Property is not well kept
  Apartment Community: Waterford Place Apts
  Do you have any criminal
  charges pending,
  awaiting disposition or
  looming in any way?:
  Management Company: If yes, detail

  Please feel free to contact me as needed. 

   

  Customer Answer

  Date: 06/27/2022

  The address was correct but it didn't include the apartment number. I'm no longer at the address therefore I request that my refund be sent to my PO Box which is ******, *************************. If indeed it was sent, it definitely wasn't forwarded.  They knew that I was obviously moving if I was looking at properties so why send something to my previous address without verifying a mailing address in the email that stated I would receive a refund? Please make it make sense to me. I would like to just get my refund. I can either pick it up or mail it to my PO Box. 

  Thanks

  Business Response

  Date: 06/28/2022

  Thank you for providing us with an updated address. We will change your address in our system and request a new refund check. You will receive a new refund check within 30 days or less.