Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Hello, my name is ********* *****, and I currently reside at *************************** Homes, a **** *. Glick community in **********, **. A few months ago, I found a laundry basket in my bathroom that I initially thought was defective. However, I later discovered mold on various items throughout my unit, including over 20 pairs of shoes, coats, jackets, clothes, purses, bags, and the bathroom vanity. After reporting the issue to the *************************************** and corporate on August 19, 2024, the property manager, ********* *********, claimed it was merely moisture, not mold, and sent maintenance to inspect. The maintenance staff also denied it was mold. Despite sending over 30 pictures to both the property manager and ******* *******, the resident relations coordinator, all requests for resolution were declined. On September 20, 2024, the regional manager also denied the presence of mold, even after reviewing the photos, and contacted me from a private number, leaving me with no direct way to reach her. I am requesting that my lease be terminated without negative impact on my credit due to health concerns for my children and myself. Additionally, I am asking for a full refund of all funds paid since **** *. Glick took ownership of the property, or at least any fees paid since they were made aware of the unhealthy living conditions caused by mold, which has resulted in various illnesses for my children.

  Business response

  10/14/2024

  A unit inspection was conducted August 20, 2024, in response to an email and voicemail received. It was determined that what Ms. ***** experienced in her home was moisture build up due to leaving the air conditioning unit off. On August 22, 2024, Ms. ***** requested a second inspection. On August 28, 2024, a second inspection was conducted by our ***. A moisture meter was used to test several areas of the unit and returned a result of negative. Management pleaded for Ms. ***** to utilize her air conditioning system to allow proper air flow, crack the unit windows, and/or run a fan in the home. Our Regional Property Manager spoke with Ms. ***** by phone September 20, 2024. Alleging the presence of mold in the bathroom, bedroom, and closets, our Regional Property Manager requested that a member of our maintenance department return to the unit for an additional inspection. Requesting the opportunity to transfer units, this request could not be granted as no units were available. Our Regional Property Manager did offer the option for Ms. ***** to vacate her unit, penalty free. It is the determination of the **** *. Glick Company that we have responded to Ms. ******* concerns in a timely manner, conducting a total of three-unit inspections with the assistance of our Property Manager, Regional Property Manager, and Regional Maintenance Manager. During each inspection, the presence of mold could not be detected, instead, moisture was found. Management has agreed to allow Ms. ***** the option to terminate her lease, penalty free. This option will not cause negative reporting on her landlord history or credit report. Due to timely response of Ms. ******* concerns, we are unable to provide financial compensation at this time. Should Ms. ***** elect to terminate her unit penalty free, we ask that she contact the leasing office and complete a notice of intent to vacate form attached.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed a lease at ******************************* on 1/23/24. They advertise washer/dryer hookups in the amenities but fail to mention that the washer/dryer hookups are only in select units. Upon signing, I discovered that my unit was a 2nd floor unit and in fact had no washer/dryer hookups as falsely advertised on their website. Not having a washer/dryer in the unit would have left me to use the onsite laundry facilities. I am partially disabled after spinal fusion and 3 knee surgeries and would not have been able to carry laundry up and down the stairs without causing further injury to my back and/or knees or falling down the stairs. They agreed to terminate the lease. They also agreed to give me my money back 1/23 - signed lease at ******************** 1/24 - advised by office that corporate approved refunding my money 1/25 - was only given my money back which caused huge problems trying to get it cashed because it had already been written out to ********************. Took 2 days to find somewhere that would cash it and charged me 10% in fees. Provided my new mailing address to ******* when I droppped off my keys and picked up money order- I am still owed $100 that was paid from my debit card. They say they can't issue a refund to the card, and will be mailing a check. I also am asking for the $159 administrative fees due to the time and money this has now cost me.2/8 - Sent email asking about status of check 2/9 - was advised by ******** it could take 30 days to receive a check.2/10 - was advised by ******** that there was nothing that could be done, they can't cut a check it has to be done at the corporate office.2/28 - finally told my check was mailed to ex-husband address after providing them in writing with my new address but couldn't give me a date of when check was cut. Provided my mailing address again and was told a new check would be reissued.3/6 - no check 3/8 - no check; was told check was reissued 3/11 - no check 3/15 - no check 3/16 - no check $259 owed to me

  Business response

  03/19/2024

  At the time of application ************** was charged the following:
  $100 hold fee
  $59 administration fee 
  $40 application fee which was waived after the application was approved
  *This leaves the total amount paid at $159 during her application process.* - please see the attached ledger for confirmation

  For her move-in ************** was expected to bring a money order totaling $438. On the date of her supposed move-in, 1/23/24, she decided not to accept the unit. The money order was returned directly to her that same day since management never posted the money order- because she never moved in.

  30 days is within the allotted timeframe for the applicants refund to be sent. We do not have the ability to reverse a payment and refund it directly to a card, so a check by mail is the only option.
  ************** mentioned writing her updated address on a piece of paper, but management has no recollection of that. The initial refund was sent out on 2/14/24, as confirmed on her ledger, to the address provided with the application. It was not until the email sent to ******** (2/29/2024 5:17pm)that we have a record of ************** needing to update her address. Her info was updated in our systems immediately.
  Still, since the refund had already been sent to the address provided when ************** applied, management had to follow protocol with our accounting department and receive confirmation that the first check was never cashed before they were able to submit a void/reissue request to have it sent to her updated address.
  Accounting has confirmed the first check was not cashed and completed the void request. A refund of the amount originally due to **************, $159, has been overnighted to the updated address she provided. The tracking number is : ************. That is the full amount that will be refunded. 
  Regarding the laundry services each apartments floorplan confirms whether the unit is equipped for laundry hookups, or not. Ive included an example from the website showing a unit with the laundry, and one without.
  Please advise if any additional information is necessary. 

  Customer response

  03/20/2024

   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.

  The only thing I would like to add is the fact that I did provide ******* with my mailing address while sitting with her at her desk and have the emails confirming that. The website clearly indicates that there are washer/dryer hookups in the units, not selected units. Maybe the verbiage could be updated to indicate that. It would have saved a lot of time on everyones part.

  Thank you for the quick response, I appreciate this being resolved.

  
  

  Thank you.

*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. ↩