ComplaintsforThe Flats at ISU

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The apartment flooded on 12/28/2022. My son had only received 2 confusing text messages from the leasing office. The unit has been un livable since 12/28 and I’ve been told the repairs will take longer than expected. Why were his 3 roommates relocated from their 4 bedroom down to an 3 bedroom leaving nowhere for him to live? In speaking with the General Manager, *******, she stated that my son had never picked up his keys so she didn’t see the issue. I said that is incorrect, he has his keys and has stayed several nights. I also mentioned it was unfair that his roommates were offered free hotel rooms, but no mention was made to my son, who actually had to pay out of pocket for hotel nights. He has still been paying monthly rent on time. I was asked to send an email that she could forward on to her boss, that could come up with a resolution for the problem.it was sent on 1/11/23 A week later after requesting a reply, I received an email with no resolution and I requested to speak with her boss that helped her reply to the email. That was on 1/18/23 and I have had no reply as of 1/24/23 even after texting and emailing *******. We are requesting my son be let out of this lease because he was overlooked in moving and downsizing a four bedroom apartment to a three bedroom apartment, and no longer has a place to live at The Flats. We would like either reimbursement for the hotels or some other type of compensation that was given to all residents, we would also like prorated rent back to the date of the flood, December 28, and we would also like our security deposit refunded completely, which was two months worth of rent as long as no other expenses are incurred.

  Business response

  01/25/2023

  I have been working with my regional and ******* on a solution. Her so. Is in St Louis and not in Bloomington/normal. I explained to the mother that we would provide housing for her son when he comes back to Bloomington/Normal. Every lease is separate so we are able to separate the roommates if needed. We placed the other 3 in a vacant unit since they needed housing immediately. We are doing our part to fix the flooded unit and get the boys back into the unit. And she knows we would provide housing for ***** if/when he comes back to town.

  Customer response

  01/31/2023

   I am rejecting this response because:
  While ******* has agreed to part of my requests, terminating the lease, there is still one unanswered question. What was the $705 rent payment received on January 1 applied towards? The only place that ***** had to stay was an apartment that was under construction and considered uninhabitable.  Hind sight is 20/20. It’s easy to say you could have done something if……., but the reality is that there was nothing communicated to ***** and you thought you could get away with collecting rent like that until his lease was over. I would consider that stealing.  
  The only communication that ***** has received about this whole incidents is two text messages from the management office asking him to get his stuff out and stating there was a problem. No communications were received after that at all . While ******* had overlooked the fact that ***** did pick up his keys and did use his apartment, the lease states that he should have keys to his residence, nothing was stated it’s a call if you need a place to stay lease.  I need to know what the $705 was applied to for the month of January, because she will not prorate any rent. 
  I requested her bosses information on 1/18/23 and received it today at 4:30pm, 13 days later. I received an email ******* with her bosses email address. I have sent an email to her boss and I’m now waiting reply. 
  

  Business response

  02/01/2023

  She was given the regional's information and she will have to continue her communication with her.

  Customer response

  02/07/2023

   I am rejecting this response because:
  Another week has gone by with NO communication from ******* or her regional manager. 
  I requested the regional manager's phone number and email. I only received an email address. 
  It is VERY DIFFICULT to work with this company to solve issues.  There has been NO communication from the regional manager in 1 week. 
  January rent was paid on time and nothing was provided in return. Not a place to stay per the lease or a key to access a place to stay. 
  In hindsight, offering to pay for hotel rooms is nice, but being a college student with limited funds, this was not an option for him to use. Essentially with NO communication from the landlord offering this until weeks later. Since you’re offering to pay for hotel rooms in Bloomington, maybe you could give him a $705 gift card to the hotel of your choice that you would have paid for. Is that a consideration?
  

  Business response

  02/07/2023

  We found someone to take over the resident's lease and ***** has been let out of his. His deposit of 2 months has been refunded to him - it will be mailed out to him from corporate. Nothing else concerns this resident.

  Customer response

  02/14/2023

   I am rejecting this response because:
  I’m still waiting for an answer to this question… What was the $705 that you collected for the month of January applied towards according to the lease?  There was nowhere for my son to live if you look at the pictures submitted to the BBB and there was no communication from the landlord telling him to get a hotel room. 
  Per your lease what was the $705 applied towards for the month of January?
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leakage from apartment above has caused mold in the kitchen. I told the flats and they said they would do something right away and lied they haven’t done anything. They always say they will do things but never do. I am getting angered from their unprofessional behavior.

  Business response

  06/14/2022

  Our maintenance staffed came into the apartment to look at the leak the same day he called so it was looked at within 24 hours- this is not an easy fix and we are working with a vendor to correct the issue. We are on the vendors schedule and this will be completed when the vendor is able to come out and correct the issue.  Michael is able to move units if he would like - He just needs to contact the office and talk to someone there. The best way to contact us is by phone ************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over 9 work requests for our dishwasher and it still is leaking water that floods our entire kitchen. They wont replace it. My roommate has black mold they just paint over in his bathroom and ignore also it causes us to have a fan on which causes us to go over utilities every month. This from lack of ventilation and the dryer causes it.

  Business response

  12/10/2021

  The dishwasher was ordered and he knows this. 

  Customer response

  12/11/2021

   Better Business Bureau:
  

  they are replacing the dishwasher but all they did for my roommate was clean out his air vent they are not doing anything about the black mold.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a renter and when I moved in my bathroom had black mold because of no ventilation in the bathroom. The dryer actually sends hot wet air into the bathroom when anyone uses it. I always keep the door open but the mold just keeps getting worst. I keep putting in work orders for maintenance but they just keep put it on "in progress" and then marking it as completed without even coming to my apartment. So now anytime I go into my bathroom for too long I cough and sneeze really bad.

  Business response

  10/13/2021

  Good morning, 

   

  We have reached out to the resident and came to a resolution to the issue. I will continue to monitor the issue and keep in contact with the resident until it is resolved completely. 

  If you need any other information, please let me know. 

   

  Thank you, 

   

  ******* ****** General Manager- The Flats at ISU

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

*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. ↩