Complaints

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Management is TERRIBLE at River Quarry. ******** is deceptive and completely unethical. My unit was without a functioning kitchen sink for over half of my lease. It actually fell on the ground because no one had ever mounted it! I was told their shoddy construction crew would be back to fix it once they had the hardware, they never showed again. After bringing this up several times, I decided to live with it. In addition, Ive been hit with an absurd post move-out invoice (totally over $3k) which includes complete lies. This place was filth from the moment I moved in. I overpaid and I lived with it, but after the lies and trying to further take advantage of me, I will no longer remain quiet.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Upon moving out of River Quarry Apartments, we conducted the "final walk through" on Nov. 30th 2022 with the Maintenance Staff at *****************************************************************. The staff member assured ** at the final walk through that the apartment was in good shape, the only fees would be carpet cleaning, regular cleaning, and a pink spot on the white bathroom counter (minor). 1 month after vacating the apartment, we received a mailed paper bill for $1219.00 in carpet replacement due to "heavy traffic stains". This was completely opposite of what we were told in person at the final walk through of just the required "carpet cleaning". We were not alerted after the final walk through that the carpet was more damaged than we were told. We were not given the opportunity to be shown these "heavy traffic stains" in person and with a member of the staff explaining the justification for this bill. The bill came out of nowhere and after we were told there was closure on our tenancy at River Quarry and given the final costs. After posting unfavorable reviews on yelp, we found there are many examples of this same pattern by the River Quarry Staff. There are other tenants posting photos, billing, and complaints that all say the same thing: poor communication, poor management, and River Quarry is looking to bill and charge for anything they can get from their tenants.

  Business response

  01/17/2023

  January 13, 2023

  Resolutions Specialist

  PO BOX 191279

  *****, ** *****

  RE# ********

   

  To Whom It May ********

   

  We received a letter from BBB post marked 12/28/22 on 1/13/2022 regarding a complaint from our previous residents from ***********************************************************************, ****** and *************************************, ** ********. 

  The previous residents complained about the carpet replacement charge in their account. I noticed that they mentioned in your letter that the staff member assured them on their final walk through that the apartment was in good shape, the only fees was carpet cleaning, regular cleaning, and pink spot on the white bathroom counter.

  ***************************,  the service  manager who performed the  move in inspection indicated that the carpet was dirty and had heavy traffic. Management will always try to save the carpet as much as possible to avoid any costly replacement in the unit. However, if it is deemed unrepairable, we have no choice but to replace it. 

  We seek professional advice from our vendors to lead us to the right direction.  Please see the invoice when their unit was assessed and the confirmation via email that the carpet was deemed irreparable.

  On December 27^th, I walked the unit with the previous residents and showed them the condition of the carpet when they moved out.  The carpet had heavy stains and I mentioned to them that our carpet cleaner had already assessed the carpet and informed us that they can clean it again but the heavy dirt will still come back. Due to this reason, the management decided to order for carpet replacement  as this will not be acceptable to the future resident that will apply for this unit.

  The carpet was brand new when they moved in on 3/13/2021 and was charged prorate amount only due to length of stay in the unit. 

   

  Enclosed are copies of the photos that was taken after the vendor cleaned and assessed the carpet.  I also enclosed the invoice from the carpet cleaner and the email confirming about their advice.

   

  Thank you and hoping for your amiable response. 

  Customer response

  01/18/2023

   
  Complaint: 18644919
  
  I am rejecting this response because: During the final walk through on 11/29/22, we were specially told by the River Quarry employee conducting the inspection that the only charges we would incur would be a small charge for minor counter repair & the standard fee for professional carpet cleaning as stated in the lease. There was never any mention that the carpet might need to be replaced & there is no mention of the carpet needing to be replaced on the move out inspection form. According to the ************** Landlord and Tenant Guidelines page 22 & 23, it is the landlords responsibility for faded curtains, carpet, and paint. We lived in the apartment for 20 months & there is going to be wear and tear on the carpets.
  
  Sincerely,
  
  ******** & *********************************

*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. ↩