Complaints

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I lived on ******** AFB in MO for 6.5 years. During that time, we moved 2 times. Once was because we wanted to move due to being harassed. The other time was due to the negligence of ******** family homes not getting rid of the smoke smell in the garage. We had contacted corporate two times. First time to waive the fee for moving and the second time was to move us out of the house with smoke damage AFTER we had contacted ******** family homes manager and maintenance for 6 weeks with no resolution. In August 2019 we got moved out of *** ********, where we were at for 6 weeks due to the smoke damage, to *** ****** **. We lived there until we moved off base in January 2023. Within the first 8 months of living there one of the toilets kept running. Maintenance tried to fix it but it kept breaking. They "fixed" it two times before it flooded the bathroom floor and our hallway. They came out, I helped him clean up the feces filled toilet water and he gave us a floor fan to dry the hallway. We had a stain from then on, on the carpet. The lady we hired to do our move out clean found black mold in our kitchen and dining room. We contacted maintenance right away for the guy to tell us it sucks we had to live in those conditions. Which is why we contacted Lynn, the manager at ******** family homes to get corporates phone number. The first time we asked was December 30, 2022. We finally got contacted April 1, 2023. ******* ******* emailed us, we told her about our time staying at ********. We asked for a full year of rent back. She told us she would look into it and get back to us. We had a video call May 11th where she told us she can only give us back 2 months of rent. So, we agreed to that. Sent her the banking information that day for direct deposit. On May 25th, I emailed her letting her know we still haven't got the money. She told me she would look into it. I have sent 4 emails since then and left 2 voicemails and still have not heard from her.

  Business response

  07/20/2023

  An agreement was made with the complainant for a refund however, this was delayed due to high level of staffing personnel changes in the organization. This has since been remedied and a refund was issued in July. 

  Business response

  08/08/2023

   

  The Wagner’s experience at ******** Family Homes is important to us. We acknowledge that struggle. We have experienced some communication issues and some customer service issues resulting from extreme staff turnover in 2023. We have replaced 60% of the local staff. This is challenging but also necessary to ensure we have the right people in place to serve our residents. We have just recently filled these positions. During these vacancies we were addressing problems and issues in a triage method with the most emergent needs first. Primarily our current residents and their move in and move out and resident resolutions first and then working through past issues next. This is the main reason for a delay in resolution. Unfortunately, during this period of time, the Wagner’s issue was lost from person to person. I was the point of contact and should have engaged to ensure completion and during the challenging environment of PCS and short staff it was dropped. We have equipped our residents with a resolution process that involves an objective third party, MHO, and a Resident Advocate to assist in better problem resolution in the future. This is a step-by-step process to make sure our residents are taken care of and if not, the issue is escalated until we get to the right answer. I believe this is an example of the change requested. We value our residents, and our staff works very hard to be responsive, we will do better in the future.

  Customer response

  08/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: what does replacing 60% of the staff at ******** have anything to do with me contacting corporate, ******* ******* looking into our complaint, realizing that we were treated horribly, and offered us 2 months of rent back? 
  

  ******* ******* stopped communicating with us. That is my issue. You want to say the change happened at ********. I get that. But what about at the corporate level? It took 8 weeks for us to get the money ******* ******* promised would get to us in 7-10 business days. The ONLY reason we got it was because I had to fight for it. ME! I filed a complaint through here and coincidentally we received the money. ******* ******* ignored numerous emails, voicemails, and missed phone calls during those 8 weeks. We have yet to receive an apology for that. We have yet to get an explanation for why. The change doesn’t just happen at ********. If you honestly want to do better, ******* ******* is where you start. 
  

  I won’t stop asking for what we deserve. We wanted change and you think replacing 60% of the staff is it. But your own corporate person can’t even return a phone call or email. So your “customer” had to reach out on here to finally get the money promised to them. It’s disgusting how you think replacing staff at ******** fixes that. 
  

  EIGHT WEEKS is how long we waited. I won’t wait another 8 weeks for you guys to give us the rest of our money. Maybe take it from ******* ******* since she clearly doesn’t care about her “customers”.  
  

  You want to do change, start with admitting that ******* ******* messed up, then send me our settlement agreement paperwork as part of the settlement we have agreed on, which WILL be a full year of rent back to us. 
  

  What you do with ******* ******* is your business. But I won’t stop fighting for what we deserve! 
  

  People don’t sue you because Tricare then comes after your “customers”. I’m sure you are very well aware of that. Which is why we are taking this route. Do not take my kindness as weakness. One year of rent is NOTHING compared to what we would get if we went to court over this. 
  

  Give us what we deserve so we can finally move past this awful experience. 

   

   

  Regards,

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

*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. ↩