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:04/21/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 gave $78.76 for the application fee for 536 W ******* for Apartment 378. I mentioned that I have approval from the Guarantors, a co-signing service, when I visited the property with ********* ******. I was told that I need to submit a 300 dollar admin fee to continue the application. This morning I received a rejection for my application.The co-signing service has not received any paperwork from the *** Management which tells me they didn't read that part of my application. Attached is proof of the monies I have paid and the approval from The Guarantors for the apartment.I would like a refund of the admin fee since the co-signing service part of the application was ignored. I would also like to know if the company works with The Guarantors or not. I can't get anyone on the phone at their ******* location which is where their leasing service is located and I haven't been able to get back an email response from ********* ****** regarding this decision

  Business Response

  Date: 04/28/2025

  
  
  ******* ***** applied for an apartment with Planned Property Management on 4/19/25.  Prior to an applicant being approved a credit background check must first take place.  When we received the credit report for *** ***** it had a credit score that was far below our minimum credit score requirement. Therefore, *** ****** application was not approved because he did not meet the minimum credit score threshold.
  
  With regard to ************************ protection service, Planned Property Management did not require *** ***** to apply for the service. He elected to do that on his own prior to being approved.  Planned Property Management only required *** ***** to submit a $300 administration fee and $75 for the credit check fee upon applying. 
  
  Planned Property Management will be refunding the $300 administration fee as well as the $75 credit check fee to *** ************
  
  
  
  

  Customer Answer

  Date: 04/29/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/06/2025

  Type:Billing 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 was a tenant of a Planned Property Management "PPM" managed apartment at *************** From 5/6/2022-5/1/2023.. None of the three building elevators worked properly during my entire tenancy. All three failed city inspections, leading to fines for ***. PPMs failure to maintain the buildings elevators in compliance with the Chicago Municipal Code is a violation of our lease agreement. After providing PPM proper notice on 8/10/2022 to remedy this failure of consideration in our lease agreement, I was forced to withhold from rent an amount equal to the reduction in value of my rental unit. *** knowingly accepted my partial payment of rent for 5 consecutive months without proceeding with an eviction action--even after serving a 5 day notice on 11/14/22. Acceptance of partial payments operates as a waiver of any legal right to recover all remaining unpaid rent described in the 5-day notice or sought in an eviction action.Instead of fixing unsafe elevators, PPM retaliated against me by attempting to evict me and recover this unpaid rent I do not owe. Section 5-12-150 (g) of the Chicago Municipal Code, prohibits landlords from engaging in retaliatory conduct when a tenant complains in good faith about needed repairs or exercises any right or remedy provided by law, such as appropriately withholding rent under such conditions as I have.When their eviction was dismissed in court, PPM fraudulently sold the withheld rent to a debt collector with the full knowledge they had no right to collect it. Its unclear whether ***'s refusal to maintain safe elevators is due to incompetence, greed, or both. But either way this company is an unethical operator so focused on saving a dollar that they sacrifice basic tenant safety illegally and retaliate against anyone that complains. When they lose in court, they'll sell your account to debt buyers fraudulently to make a few dollars.This model ***** the city, tenants, and PPM debt buyers. PPM management should be ashamed.

  Business Response

  Date: 02/12/2025

  
  On 9/1/22 ********* ******* notified the building management that he was going to start withholding a portion of his rent in regard to the expired elevator certificates (see attached email). 
  
  On 9/1/22 Planned Property Managements Field Operation Manager ***** ****** responded to ********* ******* to make him aware that the elevators were all in compliance and that he was not entitled to a rent reduction as he always had access to his apartment via one of the buildings 3 elevators (see attached email).
  
  From 5/6/22-5/6/23 Planned Property Management had temporary elevator certificates for all 3 elevators. The elevators were safe to use and safety was never an issue.  Also, at no time was this tenant denied use of, or unable to get to his unit because of the elevators.
  
  *************** is a 33 story building and has 236 apartments and the only tenant that was withholding rent at that time, regarding any elevator issues, was ********* *******.
  
  On 2/10/23 ********* ******* was served a landlords 5-Day Notice (see attached notice)for the balance past due at that time of $2,345.49.  
  
  On 2/17/23 Planned Property Managements attorney filed ********* ******* for eviction for non-payment.
  
  On 4/30/23 ********* ******* moved out and turned in keys to the on-site management office.
  
  On 5/24/23 Planned Property Managements attorney had the eviction dismissed in court as PPM had received possession of the unit. 
  
  Subsequently ********* ******* outstanding debt of $8,585.18 was sent to Impact Receivables Management, LLC. Impact Receivables Management handles the entire debt collection process, payment arrangements and credit bureau reporting for all unpaid rental account balances for **********************.   
  
  
  
  

  Customer Answer

  Date: 02/13/2025

  Complaint: 22909769
  
  I am rejecting this response because PPM is lying about the condition of the elevators and it's easy to prove.  

  Online city inspection records show multiple complaint inspections with all three elevators failing inspection over a dozen times before, during and after this dispute--including failing its most recent inspection 5/24/2024.

  Here's the link to check: *********************************************************************************************** I've also attached a pdf copy of all building violations at ***************. The temporary permits PPM mentions were also all expired early in 2022 and I've attached pictures of each.

  One would hope PPM would take these issues seriously after in a similar PPM building tenants sadly died trying to evacuate a building when the elevators failed in a fire. That story is attached.

  PPM also fails to mention I first notified them on 8/10/2022 providing a 14 day notice to fix elevator issues before I would withhold any rent. The elevators being out of service absolutely affected the value of my unit because it restricted access materially. I often needed to climb the 27 floors to access my apartment. For most this is self-evident but I also detailed the issue extensively to PPM in my original correspondence. 

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

  Business Response

  Date: 02/18/2025

  Planned Property Management is rejecting ********* ******* response.  During ********** one year as a tenant at *************** he always had access to his apartment on the 27th floor via one of the three passenger elevators. 
  
  On 9/1/22 Planned Property Managements Field Operation Manager ***** ****** responded to Mr. ******* to make him aware that the elevators were all in compliance and that he was not entitled to a rent reduction as he always had access to his apartment via one of the buildings 3 elevators.  If the elevators were not working properly the City of ******* would have shut them down. This did not happen. 
  
  From 5/6/22-5/6/23 Planned Property Management had temporary elevator certificates for all 3 elevators. The elevators were safe to use, and safety was never an issue.  Also, at no time was this tenant denied use of, or unable to get to his 27th floor apartment because of the elevators.
  
  *************** is a 33-story building and has 276 apartments and Mr. ******* was the only tenant that was withholding rent at that time regarding any elevator issues.
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22909769
  
  I am rejecting this response because PPM continues to lie about the situation and my full complaint deserves to be posted for the benefit of future tenants who may be damaged by PPM's negligence.

  Their malfunctioning elevators frequently prevented free access to my apartment and did not have valid temporary certificates, which are required to operate City elevators.

  Simply put, PPM had a legal duty to maintain these elevators, and they did not.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 has been extensive construction on the building I reside in for several months which includes brickwork and scaffolding outside my windows where workers are visible and within 5ft of the window. The noise begins as early as 8am and continues until 5pm on weekdays. Given my work schedule as a full time flight attendant, I often need to rest during the day, and the level of noise has made it impossible to do so. I was not notified of this construction prior to it beginning nor have I received any updates on its expected completion date, leaving me unable to make alternate arrangements during this period. I have tried to contact the building engineer through several numbers I was given that are no longer in service, I've called the office only to reach real estate agents who forward me around while still no one who can seem to direct me to the right place to receive any more detailed information. I've sent an email to the billing department in hopes of getting a response but that was about a month ago now, and I have received no reply. Considering the significant impact on my quality of life as well as the views out my window that now impact my privacy, I am requesting a reduction in rent for the duration of the work.This experience has left me concerned about what may happen if I have an urgent maintenance problem that needs to be addressed. The supervisor, ****, in this building has always been wonderful but having no contact at this time leaves me feeling unsafe. Thank you for your consideration on this matter.

  Business Response

  Date: 12/20/2024

  The city of ******* requires that we maintain the faade of the building.
  The work is being conducted during the designated hours during the weekdays.
  From the picture she provided there is no obstruction of the view.
  The work was put on hold from the end of November until sometimes in March when work will resume for couple of months.
  Unfortunately, we have to continue finishing up the exterior repairs.
  
  We are not going to be able to approve a rent reduction. However, we can offer to let ******** out of the lease on January 31, 2025 or February 28, 2025, before the work outside resumes in March of next year.
  For tenants convenience there is a 24-hour answering service number and that is ************.   The number for the building engineer **** is ************ and tenants can leave a message at that number.  We tested the telephone number, and it is working and the engineer returned calls after a message was left for him.
  Usually, the engineer calls people back within 24 hours.   For non-emergency issues tenants can call ************************ or **********************************************. 
  

  Customer Answer

  Date: 12/27/2024

   
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:10/09/2024

  Type:Facilities 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.

  As a tenant at *************, I have experienced ongoing issues with parking privileges managed by ***** ****** ****** of Planned Property Management (PPM), which have escalated into retaliatory actions.I was informed that parking passes needed to be purchased separately. However, I faced significant difficulties obtaining these passes due to Lauras inconsistent availability, especially on weekends.On September 15, 2024, after multiple attempts to comply with parking regulations, my friend Brets truck was towed. This punitive action followed my efforts to clarify parking policies, resulting in over $300 in towing fees.After the towing incident, I was informed that I was permanently banned from purchasing parking passes. This ban appears retaliatory, stemming from misunderstandings and my engagement with ***** regarding parking.I have documented exchanges with ***** that reflect a rude, aggressive tone and lack of professionalism, making it difficult to address parking concerns.***** has compiled a **************************** detailing these issues from her perspective, including footage and email exchanges. She included my senior at work in this correspondence, despite him having no direct involvement in my tenancy other than being associated with other colleagues from our school who live in the building.Lauras actions appear to violate the protections outlined in the Chicago Residential Landlord and Tenant Ordinance (RLTO) against retaliatory conduct by landlords.

  Business Response

  Date: 10/11/2024

  
  ****** ******** and her guest have been violating our parking rules as well as continuing to illegally park in the guest parking spaces.  All guest parking must be reserved and paid for in advance in order for a tenant to receive a guest pass to park in one of the spaces.  Ms. ******** was well aware of the guest parking policy but still allowed her guest to park illegally. 
  The following are the dates that ****** ********* guest was illegally parked in the guest parking spaces:
  On July ******* ****** ******** emailed the building management asking for a guest parking pass. This action clearly indicates that ****** knew she needed to pay and reserve guest parking. Even though ****** stated that the parking was just for the day her guests vehicle stayed past the cut-off time. The following morning the building management had to quickly reassign the vehicle that rented that space (Space #**) to another parking space.  The building management informed ****** via email of the parking violation of staying past the cut-off time.
  On August ****** ****** ******** parked illegally in guest parking space #**. The vehicle arrived at 7:04pm. No parking request or parking pass was given or requested. The space was already rented. The assigned vehicle for that space had to park in someone elses space. The issue had to be corrected by the building management the following morning.  At 10:11am on Saturday, August 10, 2024 ****** was informed the following that her guest cannot illegally park in the guest parking spaces.   
  On August 17, 2024 ****** ******** emailed the building management for to reserve a guest parking space. This action clearly indicates that ****** knew permission was necessary to obtain parking. A guest pass was given to ******, but instead of parking in the assigned guest parking space #** (which was clearly written on the large 8.5 x 11 orange guest parking pass) her guest parked in space #** which again caused the person who was assigned to space #** to park in another space. ****** was informed on Sunday August ******* via email at 8:17am that the parking pass stated space #** not space #** and that her guest was illegally parked in the wrong space.
  On August 29, 2024 ****** ********* guest arrived at 5:09pm and illegally parked in space #**. No parking request or pass was requested or issued.  The building management could see the vehicle illegally parked on the security camera.  ******* guest was told that he cannot pull into a guest parking space without a parking pass.
  On September **, 2024 at 9:24pm ****** ******** guest was parked in the guest parking area without having a guest parking pass.  All available guest parking spaces were rented for the weekend.  A complaint was received by the resident assigned to the guest parking space that Ms. ********* guest was illegally parked in.  Security video was reviewed, and the vehicle was determined to be an oversized truck that belonged to ******* guest (***** *******).
  On September 15, 2024 at 10:33am ****** was emailed and asked to pay for the September **, ************************************************* the space.  At that time the vehicle was no longer in the parking space.  The building management also informed ****** that she was no longer allowed to have access to the guest parking due to all the times her guest illegally parked in the spaces. 
  On September 15, 2024 at 12:37pm ****** ********* guest (***** *******) returned to illegally park in the guest parking space. 
  On September 15, 2024 at 5:41pm the illegally parked vehicle was towed by the towing company.  ****** ********* guest had been illegally parking numerous times before and this was the 6th time in less than two months that ******* guest had been parked illegally. 
  On September 29, 2024 ****** ******** emailed the building manager advising them that she was seeking legal counsel and that she will be filling a complaint with the ***************************** because her guests car (which was illegally parked on 9/15/24) had been towed. 
  All PPM tenants and their guest have to follow the parking rules and not park in assigned parking spaces or they will be towed which was the case with ****** ********* guest.  We do have alternative guest parking arrangements at one of our neighboring PPM buildings if ****** wants to rent guest parking at that location as that might work out better as not all of the parking spaces are assigned and she can select a space to fit the vehicle.
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22403282
  
  I am rejecting this response because:
  
  I would like to address several key points regarding the parking issues and the subsequent actions taken by the building management, which have not adequately addressed the concerns I raised.
  
  1. Assumed Office Availability Based on ********************************* hours  provided in communications from *** indicated that staff would be available during these times to purchase parking passes. I relied on this information and, as a result, did not always email in advance because I expected to be able to visit the office during the hours you stated to obtain a pass. When the office was not staffed during these times, it created significant difficulties in complying with your parking regulations.
  In multiple instances when the office was closed or unstaffed despite the stated hours, we asked the door staff when ***** or another team member would be available, but they were often unable to provide clear answers. This inconsistency in staffing and communication made it difficult for me to adhere to the parking policy, despite my attempts to do so.
  
  2. Retaliatory Ban on Parking Passes:
  Following the towing incident on September 15, 2024, I was informed that I was permanently banned from purchasing parking passes. I believe this action to be retaliatory, given that I had previously raised concerns about the unavailability of passes and had communicated my intent to file a complaint with the ***************************** regarding retaliatory conduct. The ban seems excessive and punitive, especially considering that I had made efforts to follow the process, even when office availability was inconsistent. ***** has since adjusted this ban, following several emails from me requesting to clarify the parking situation. The ban now only applies to ****, a targeted ban which still points to a retaliatory motive. 
  
  3. Unwarranted Communication with My Employer:
  I must also address the fact that ***** involved my senior at work, ****** ****, in this matter. This was entirely unnecessary and appears to have been done in retaliation after I expressed my intent to file a complaint. ****** has no direct involvement in my tenancy or the parking situation, and involving him served no legitimate purpose other than to undermine my professional standing and potentially make me look bad in front of my employer.
  The decision to escalate this issue to my workplace, despite my clear preference for keeping the matter between the building management and myself (as clearly communicated in emails when explicitly requesting ***** not to contact ******), was inappropriate and unprofessional. It is particularly concerning given that this occurred after I made my intent to file a complaint known, suggesting a retaliatory motive. Sharing ten pages of private emails and personal information unrelated to the core lease matters constitutes a clear violation of my privacy.
  
  4. Tone of Communications
  I also wish to address the hostile tone ***** has consistently used in her communications with me. The lack of professionalism and the aggressive manner in which issues have been escalated have made it difficult to resolve matters amicably. 
  
  5. Towing Fees
  Furthermore, the towing incident on September 15, 2024, resulted in over $300 in towing fees. Considering the circumstances of the offices unavailability, the retaliatory nature of ******* actions, and the attempts to undermine my professional standing, I believe at the very least, these fees should be reimbursed as a concession for the privacy violations and the escalation that occurred.
  
  I am still seeking an apology from PPM, $300 reimbursement and full restoration of parking as a resolution.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/17/2024

  ****** Hallidays guest was parked illegally on 6 different occasions.  Not only was ******* guest illegally parked but many times they were parking in spaces that had already been reserved.  Eventually ******* guest was towed by the contracted towing company. Ms. ******** is demanding to be reimbursed for the towing fee by PPM management.  The towing fee is paid directly to the towing company at the owners expense.  This is clearly stated in the towing signage in the guest parking area.
  
  We have attached a timeline of all 6 illegal parking incidents along with pictures of the illegal vehicle from the surveillance cameras.  We have also attached pictures of all the signage in the guest parking area with regard to reserved parking and towing. 
  
  PPM will not be reimbursing ****** ******** for the towing fee that her guest had to pay the towing company (**********************) to retrieve their vehicle.
  
  Planned Property Management
  
  

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22403282
  
  I am rejecting this response because:
  
  Again, PPM has frustratingly refused to engage with all areas of the complaint, (which is part of the ongoing problem with the company) and have conveniently ignored the areas of the complaint they cannot explain without conceding that they have made an error.   

  These inadequate responses and ongoing disregard of complaints showcases a systemic issue in how they handle grievances.

  I am still awaiting all facets of the complaint to be addressed. 

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

• Initial Complaint

  Date:11/27/2023

  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.

  My husband and I have been living in this apartment building where the constant smell of smoke and marijuana comes wafting in through vents and outlets. We have reached out to PPM since it started happening and no action has been done to prevent these from happening again. Part of the lease includes a no-smoking addendum which is continually violated with these tenants that smoke cigarettes and marijuana. The desired resolution we are looking for is the eviction of these tenants or permission to terminate the lease without penalty. Attached are screenshots of emails that we have sent PPM proving that this has been a consistent issue for a while.

  Business Response

  Date: 11/28/2023

  10/31/23 - ***************************** (#***) emailed us a complaint about smelling cigarette smoke in his apartment but he was not sure where the cigarette smoke was coming from. 
  11/1/23 PPM sent a notice to all the tenants on the 5th floor to remind them of the no-smoking policy.  We received no complaints regarding smelling cigarette smoke from any of the other tenants on the 5th floor.
  11/1/23 PPM sent a notice to all the tenants on the 4th floor to remind them of the no-smoking policy.  We received no complaints regarding smelling cigarette smoke from any of the other tenants on the 4th floor.
  11/10/23 ***************************** (#***) emailed us a complaint about smelling cigarette smoke in his apartment, but he was not sure where the cigarette smoke was coming from. 
  11/13/23 ***************************** (#***) emailed us thinking the smoker was in Unit #*** (3 floors below his unit).  We could not confirm this as the tenant was not home and travels frequently. We received no complaints from any other tenant on the 2nd floor.
  11/27/23 ***************************** (#***) sent an email,and he now thinks the smoker could be in Unit #*** (2 floors below his unit).  We have sent the tenant in #*** a violation notice.  But we are still not sure that they are a smoker as of yet.  The tenant in #*** has lived in the building for over 20-years with no smoking complaints reported from any other tenant during their residency.   
  
  Throughout this entire period that ***************************** (#***) was registering complaints about smelling cigarette smoke we did not receive one complaint from any of the other 94 tenants in the building.    
  
  We are continuing to investigate the issue.  In the meantime, if ***************************** wants to end the lease early, we can send him the options how to sublet or do a lease buyout the lease. 
  Thank you,
  
  Planned Property Management
  
  

• Initial Complaint

  Date:11/27/2023

  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.

  On 10/31/2023, I began a series of complaints to PPM Management regarding the constant smell of cigarette smoke and/or marijuana smoke leaking through my bathroom vents as a result of neighboring tenants smoking in their units. It is understood that the violators may be one of the tenants below my unit (536). I have been documenting each occurrence as it's been happening since my initial complaint. PPM Management has responded asking for the unit number where the violator is located and to provide them with this information in order for them to be served with a violation and/or eviction. Being that I am on the top floor and there are 3 units below me, it is impossible for me to determine the exact unit. I have expressed this to management and have received no response nor solution to the problem. My most previous complaints have since gone unanswered and the smoking continues on an almost daily basis. Normally in the morning or late at night and occasionally during the day. We have signed a non-smoking addendum on our lease agreement and this is grounds for eviction for the violating person. I am requesting immediate resolution of this issue by either stopping the violator from smoking in their unit, removing the violator from the property, or allowing me to terminate my lease without penalty so that I may relocate to another apartment that enforces their policies as this is becoming a health issue for me.

  Business Response

  Date: 12/12/2023

  Hello,

  PPM is working with ***************************** belowto find solutions for his concerns. 

  10/31/23 - ***************************** (#***) emailed us a complaint about smelling cigarette smoke in his apartment but he was not sure where the cigarette smoke was coming from. 
  11/1/23 PPM sent a notice to all the tenants on the 5th floor to remind them of the no-smoking policy.  We received no complaints regarding smelling cigarette smoke from any of the other tenants on the 5th floor.
  11/1/23 PPM sent a notice to all the tenants on the 4th floor to remind them of the no-smoking policy.  We received no complaints regarding smelling cigarette smoke from any of the other tenants on the 4th floor.
  11/10/23 ***************************** (#***) emailed us a complaint about smelling cigarette smoke in his apartment but he was not sure where the cigarette smoke was coming from. 
  11/13/23 ***************************** (#***) emailed us thinking the smoker was in Unit #*** (3 floors below his unit).  We could not confirm this as the tenant was not home and travels frequently. We received no complaints from any other tenant on the 2nd floor.
  11/27/23 ***************************** (#***) sent an email,and he now thinks the smoker could be in Unit #*** (2 floors below his unit).  We have sent the tenant in #*** a violation notice.  But we are still not sure that they are a smoker as of yet.  The tenant in #*** has lived in the building for over 20-years with no smoking complaints reported from any other tenant during their residency.   
  Throughout this entire period that ***************************** (#***) was registering complaints about smelling cigarette smoke we did not receive one complaint from any of the other 94 tenants in the building.    
  We are continuing to investigate the issue.  In the meantime, if ***************************** wants to end the lease early, we can send him the options how to sublet or do a lease buyout the lease. 
  Thank you,
  Planned Property Management
  
  

  
  

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20920133
  
  I am rejecting this response because:

  Management has not sufficiently investigated the issue as the odor of cigarettes and marijuana still leaks into my apartment on an almost daily basis. I have no way of determining which unit the smoke is coming from and, based on the initial response, management is making the assumption that since no other tenants are complaining, that my complaint is somehow less valid. I believe this to be unfair as well as the option to terminate my lease with penalty. This is unreasonable since it means I am being punished for another tenant breaking the rules. I wish for management to better their efforts at determining where the odor is coming from or to offer an option for me to terminate my lease early without penalty. 

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

  Business Response

  Date: 12/14/2023

  This is the second response from PPM. 
  On 12/1/23 ***************************** complained that they could smell cigarette smoke inside their unit.  We sent the building engineer to their unit to investigate their complaint and they refused to allow the building engineer into the apartment.  We received no other complaints from any of the other tenants.  Please keep in mind since ***************************** started complaining about smelling cigarette smoke PPM has not received any complaints from the 93 other apartments in the building (94 total units).  Usually when there is a someone violating the no smoking policy PPM will receive multiple complaints as cigarette smoke travels into neighboring apartments or the common area hallways. The fact that ***************************** would not allow the onsite building engineer into their unit at the time the smoke odor was occurring is highly suspicious.  
  

  Timeline of PPM working with ***************************** to investigate his concerns: 
  10/31/23 - ***************************** (#***) emailed us a complaint about smelling cigarette smoke in his apartment but he was not sure where the cigarette smoke was coming from. 
  11/1/23 PPM sent a notice to all the tenants on the 5th floor to remind them of the no-smoking policy.  We received no complaints regarding smelling cigarette smoke from any of the other tenants on the 5th floor.
  11/1/23 PPM sent a notice to all the tenants on the 4th floor to remind them of the no-smoking policy.  We received no complaints regarding smelling cigarette smoke from any of the other tenants on the 4th floor.
  11/10/23 ***************************** (#***) emailed us a complaint about smelling cigarette smoke in his apartment but he was not sure where the cigarette smoke was coming from. 
  11/13/23 ***************************** (#***) emailed us thinking the smoker was in Unit #*** (3 floors below his unit).  We could not confirm this as the tenant was not home and travels frequently. We received no complaints from any other tenant on the 2nd floor.
  11/27/23 ***************************** (#***) sent an email, and he now thinks the smoker could be in Unit #*** (2 floors below his unit).  We have sent the tenant in #*** a violation notice.  But we are still not sure that they are a smoker as of yet.  The tenant in #*** has lived in the building for over 20-years with no smoking complaints reported from any other tenant during their residency.   
  12/1/23 ***************************** complained that they could smell cigarette smoke inside their unit.  We sent the building engineer to their unit to investigate their complaint and they refused to allow the building engineer into the apartment.  We received no other complaints from any of the other the tenants. 
  We will continue to investigate their complaints of smelling cigarette smoke but without allowing the building staff into the unit and with no other complaints from any other residents - its become impossible to verify their claims.  In the meantime, if ***************************** wants to end the lease early, we can send him the options how to sublet or to do a lease buyout.
  Thank you,
  Planned Property Management

  
  

• Initial Complaint

  Date:05/17/2022

  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.

  Several of their five-star reviews that they share on their own website are literally describing cryptocurrency operations and have nothing to do with the building, so they don't even remotely care. The elevators break down every other week or so. The dryers need to be run at least twice for anything to get dry. I had to file at least three noise complaints about one of my neighbors over several months before they finally did something about it even more months later because even though I had told them that the issue was extended periods of noise for hours on end they said I needed to give specific dates and times otherwise it didn't count. I'm genuinely worried to leave my apartment during periods of heavy rain because not only does my window leak but the entire wall has recently developed several leaky points that they fix by painting over and hoping for the best. I told them this was an issue and that I was told directly that I wasn't the only person to experience it, and they "closed" my maintenance request without ever actually addressing it. Their "incentive" for renewing a lease early was a paltry $12 per month discount. The ceilings/walls are practically cardboard they're so thin. The bath faucet constantly drips because of "the water pressure," and no matter what I do somehow any amount of hair that washes during a shower is enough to completely clog the drain catcher and pool the water at least up to my ankles if not higher. I can't even fit a standard-sized shower rack into the shower without having to get metalwork done on it.

  Business Response

  Date: 05/19/2022

  We are sorry that the resident ***************************** is not happy in his apartment. 

  He renewed his lease every year for the last 3 years in spite of the complaints listed on his statement. 

  *** placed two work orders in the last two years and both issues were resolved within 24 hours.  Recently *** was offered a lease renewal that starts on August 1st 2022 and he signed the renewal with no complaints. 
  

  PPM does not feel that that the recent complaint are valid.
  

  However,if *** would like to revoke his lease renewal that will start on August 1st 2022 PPM will release ***************************** from his new lease that starts on August 1st 2022 and he can move out at the end of his current lease on July 31, 2022.

  Thank you,

  Ioneta Munteanu

  Planned Property Management

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