Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This complaint is against Riverbend Apartments and ******************************** We signed a lease contract with them and agreed to pay $1,614 MONTHLY for the duration of 12 months. Starting the date of May 25th 2024- Ending Date May 24th 2025 in exchange to live in a newly renovated luxury apartment home Upon moving in we were immediately met with damaged flooring in multiple areas, old and dirty carpet on the stairs dried dog urine on the floor in 1 bedroom, damaged doors, a chipped counter top, a non working dryer, a cracked window, and a leaking ceiling skylight window.Over the course of the last 7 months we have reached out to the office multiple times about these issues. We did get a new dryer after 5 1/2 months. The maintenance team and construction team have had members come out to our apartment over the last 7 months to fix our water leak. many of these visits were them just looking at the roof or taking photos, no work being done. after 5 months someone finally put putty on the roof around the skylight as a temporary fix and spray painted over the water damage on the inside. Since then no repair has been made and our ceiling is still leaking. This has damaged our belongings and has caused immense stress. Back in September/October they denied us a rent credit and said they would fix the issues. Today is December 23, 2024 and our ceiling has not been fixed. I have asked for a credit towards rent or 1 month free and still have not received this. Riverbend Apartments is in violation of their contract with us to provide us with a newly renovated luxury apartment in livable and safe conditions. Even if the damages are fixed we are expecting a resolution to the fact that it we have endured these repeated issues for 7 months while other tenants leave reviews that their leaks and issues are resolved and in a timely manner. We believe Fair Housing Laws have been broken and our contract violated by Riverbend Apartments.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This apartment complex that my partner and I signed a lease, stating they will provide us with basic living needs and utilities, have ignored every request that we have made for them to fix our AC, which has not worked since we moved in, January 2024. We have also put in requests for our broken door and dryer to be fixed, which have also gone unheard. We have paid our rent on time each month after that, as per the lease that we signed and agreed to. However, now that the temperature outside is rising, us and our dog are getting put at risk as the temperature of our apartment reaches nearly 90 daily. Riverbend Apartments has removed the option to put in maintenance requests, view your previous requests, view your lease, or call emergency maintenance. When calling the number provided through RentCafe, the online resident portal, it directs you through to the previous property management company. When calling the number listed on ******* it goes straight to voicemail, which they never return. Before they moved to new management, we were able to call emergency maintenance to tell them about our issue with the *** We called five separate times. Each time being told we will have someone out shortly and no one ever came. We have emailed and asked to be let out of our lease due to these issues, and there is still no response from the apartment.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted my original BBB complaint last August 2023 about my ** being broken for the majority of the summer. A couple weeks after my complaint the apartment complex replaced my ** unit and it was working great for about a month. Mid-October the ** was acting up again and I put in a maintenance request and never heard back. It was getting cooler out, so I dealt with it and just opened my windows to cool down. In November a maintenance man comes to my door to fix my **. At this point is it cold outside and I have my heat on, he tinkers with the **, but ultimately tells me to put in another request in the spring if the ** does not work. The first week of March I put in a maintenance request and still have not heard from them nor have they come out to look at my unit. I have been calling the office and leaving messages as well as the after hours emergency maintenance line at least once a week since then. Last week I was told I am on the list, but due to it raining they will not work on ** units. This week I have called the emergency line, the office number and have gone in person to discuss this matter. I am repeatedly told I will be put on a list to get my unit fixed. It is currently 84 degrees in my apartment and only 76 outside. I just resigned my lease for another year and am regretting it due to these inhabitable conditions. I don't want to continue paying my outrageous electric bill due to the ** not working nor do I want to live here anymore.

  Customer response

  04/25/2024

  Hi! I wanted to let you know that the apartment complex, Riverbend, fixed my AC unit. Thank you for your help. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I just want to start off by saying the apartment complex is completely horrible and a huge ripoff, I applied for an apartment March 10th and was sent an aprovel letter with conditions on the 11th but no conditions were listed. I then tried to reach out to the apartment complex for days but no one answered. Then on the 14th I was finally able to get ahold of someone at the office and was told that they would leave a note for the leasing manager to call me back. Days go by and still no contact at all from anyone. I then contacted them again and I spoke with ***. She tells me how they are understaffed and accidentally releases information to me without even verifying I was who I said I was. She then lies and tell me that shell have the leasing manager get back to me and again days go by and again nothing. So I then contact the office again and tell them that I no longer want to even stay at the complex. I can barely get in contact with anyone and no one at this point has done any asisting with helping me find out what my conditions were and if I was gonna get that information in writing. *** goes on to lie about how she told me information relating to my conditions and how I could add it to the application. Not only did she lie because she never told me how I could add it in fact she told me shed have the manager reach out to update my application which never happened. She then didnt want to give me my admin refund back stating that because I wasnt denied that I couldnt get it back. But hello??? If Im not able to even move into an apartment because everyone is ignoring my application then how is that my fault? I told her Ive been waiting for weeks and everyone refuses to even look at my Application. The only reason she even lied and said shed refund it back was because I told her that I would not get the more info she said I needed which also could have been a lie because I never got it in writing. She didnt want to refund at first until I kept asking to speak to a manager

  Business response

  04/04/2024

  *********************** applied for residency on 03/10/24. Once application was run, ****** received and AUTOMATED email stating she was conditionally approved that is sent out from the screening application. The same day she spoke with **** and was advised the conditional approval was based on her obtaining a guarantor/cosigner. ****** stated she did not want to obtain a guarantor and no longer wanted to live at Riverbend and did not want to proceed with her application. Although our Qualification Standards for Prospective Residents form ****** signed at the time she applied (attached) states If applicant cancels all money is nonrefundable. Due to the circumstances the assistant agreed to refund her admin fee only. ******* admin fee was refunded back the card used for the original payment method on 03/20/24 transaction ID #*********. Refund receipt attached with back-office information excluded.

  Customer response

  04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [hello, this reply is complete garbage and a complete lie lol. I not only did not receive any type of communication until days after my application was approved, *** tried to apologize to me because of this very reason. The only reason I was given back my money because I asked to speak to a manger which I was trying to get into contact for a week straight. Someone  named **** never informed me on March 10th of the conditions in which my application was conditionally accepted so that is total garbage. I wasnt informed until days later because I kept calling. From my application and even from emails you can clearly see that wasnt even updated ever. I didnt say I wanted my money back  until after the fact that my selected move in date literally passed and I had still not heard back from the property manger which *** told me she would leave a message for. She kept telling me how they were understaffed and basically tried to make excuses as to why they were so horrible about responses. This response from the company is total garbage and you can tell that they are liars like how did you not even spell my name right lol. I literally told them how are they gonna keep my money if I cant even move in because the property manager literally wouldnt contact me. I waited for about a full week ago its no contact from the manager and thats when I said that Id like my money back because I obviously need somewhere to stay and they were playing with peoples lively hood which was not ok. All the things that **** said I was informed of and the times at which I was informed is completely garbage. I could never trust this company and will make sure everyone knows. Never knew a company could lie so bad lol. Why would I take my money back or even go as far as make a complaint if they were so timely and responded as soon as I was accepted???? I even have an email telling them and stating that they are taking so long and I would be making a formal complaint like please.]
  
  Regards,
  
  ***********************
  

  Customer response

  04/05/2024

  Hello, I do not agree with saying that the business addressed the issues within this complaint. Maybe just that the business has responded to complaint because thats all they did. They literally lied about  The entire thing. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My boyfriend and I have been contacting Riverbend ********************** for about two months straight now about our AC being out. We have called about this issue more than 15 times in the last two months, and management keeps kicking the can down the road on fixing it. They have sent out people to "fix" our AC, and the last 3 times that we have had their people out to fix it they have told us that they either need to get back to us later in the day to come fix it, or that they are going to involve their supervisor to come fix it later in the day. Neither one of these things has ever happened. We have left callback numbers with management to let us know what's going on, but we haven't gotten called back about the status of the repair ever. This is one of the hottest Indiana ******* on record and I live in the top floor of my apartment building, so it is extremely hot. It is currently 80 degrees inside our apartment and when we called today they pulled the same thing they always do, which is tell us they are coming back to fix it later, but then we never hear anything from them. We frequently call the maintenance number after this happens and they tell us that they are going to get to it, but it has been nearly 2 months since we first raised this complaint, and it has only gotten hotter. The amount of money I have paid to the business # is based off current rent paid

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I Moved In April 10th 2023 To An Apartment That Is Infested With Bugs , Beehives , Mold *** Mice. On The Day Of Move In, I Had Maintenance People "Working" To fix Things When I Was Told My Apartment Was Ready To Move In. After Completing My Move In Sheet I Had Multiple Pages Filled Out With TONS Of Problems That Still Have Yet TO Be Fixed. It Is Now August *** Im Being Turned Away By The Property Manger On Requesting A Meeting To Fix My Concerns. I Am CURRENTLY PREGNANT *** feel like this is all crucial to my health! The Assistant Manager *** Also The Head Of Maintenance Came To My Apartment Mid July *********************** Me Going **************** I Was Told That It Would Be Fixed The Following Week But Now More Problems Are Occurring *** NOTHING Has Been Fixed. The Items Claiming That Were Fixed Are Still Messed Up. I was Told A Exterminator Would Come For The Mouse *** Bugs But Has Not Came Yet and another mouse has been seen running to the same spot under my dishwasher where I told them it was a problem. It Took 4 MONTHS for them to accommodate my Move In Special Due To Me Constantly Complaining! I Am Having Neighbors Leave Nasty Notes On My Car Let Alone Neighbors Letting Their *********** My Patio ************** Is Doing NOTHING about it Considering Dogs Are Supposed To Be On Leashes and p*** is supposed to be picked up with disposable bags. There Is Also A Ceramic Piece In My Shower That Has Fell On My Foot *** Hurt My Foot *** After Going In To Talk About These Issues I Was Told I Would Receive A Call ************* Services To Fix ALL my Issues Considering Its 4-5 Months After Ive Moved In *** Nothing Is Being Done. No-one Will Return My Emails Or Calls and I have also went in the office numerous of times since APRIL to settle these problems they will not fix!

• Initial Complaint

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  7/24/2023 My car was tagged as abandoned, expired plates, & flat tire. There was a notice left on the window to reach out to the office within 72 hours. My car was towed after I had spoke with the office staff and they said that everything should be good. They are trying to be sneaky and offer me a discount on my rent since they have caused a problem. The tow company will not bring my car back and they did cause damage. There are skid marks on the pavement where the car was neglected and mishandled. I have a hard time trying to reach the property management company that is over the apartments. I have had issues in the past with getting in touch with them due to my apartment flooding out. Ive had to call out the health department to have an inspector come out to document. I am having a very hard time getting in contact with anyone of power. Every few months, the property managers change. It is very frustrating to have to pay for such bad customer service. If anyone has any advice, please help. Thanks

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I applied to be a resident as what I thought to be a honest community on 9/24/2022 and OHHHH BOYYYY was I wrong to say the least, I paid a deposit to place a hold on my future floor model ******** apartment. I called the complex after they told me I was denied for some unknown reason and I asked if I got my deposit back and they told me it came from our cooperate office and it would be ***** calendar days, here its is 12/5/2022 and still no refund. Every time I call they give me a different answer to when I get my refund. I will be filing a small claims court order to get my money. Please stay far away from this community as they only care about themselves.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On July 18th 2022 my wife and I applied for an apartment at Riverbend apartments. The only reason we applied to riverbend was due to them having the type of unit in our price range, we paid the fee no problem at all. We were approved within a few days however when we went to pick our unit out and tour the unit the unit type that we had been approved for was not available. We attempted to reach out to the property countless times and not one of our calls was returned. I eventually was able to get in contact with **** and she told me that the types of units we had been interested and approved in were not and HAD NOT been available for quite some time. I would not have paid any type of fee associated with this location if we had know it was not available. We were lied to, ignored, and blatantly disrespected by the entire company and staff. After seeing that this had happened to others there is no way it should be allowed to happen. I am a disabled military veteran and deserve to be treated with at least a tiny bit of respect, as well as all others do.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I spoke to a leasing agent on June 24th named ****. She convinced me to apply and told me that the admin fee of $200 will be returned to my card within 15 business days if I was declined. I was declined June 27th. I contacted the office and let them know there was fraud on my account and I shut my bank account down. I was told by ***** assistant property manager that a check was sent out on August 15th. I still have not received a refund. I have called multiple times and been told several different answers and updated my address 4 times. I have been hung up on transferred and ignored. I still have not received a refund of $200. The office will no longer speak with me and told me to contact corporate and corporate never answers

*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. ↩