ComplaintsforReflections Apartments

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have filed multiple noise complaints with Reflections Apartments and had to call the police on a neighbor 3 Times while only living here 3 weeks. Police also called by other neighbor and this tenant was yelling at police. Reflections management has ignored my request to call me or email me back on many different occasions. My complaint about a maintenance worker Coming into my home under the influence of drugs and lying about him fixing things was also ignored. I am reporting this apartment company for not taking enough action with unsafe and disruptive tenants which is a violation of lease requirements. I am also reporting them for neglecting my concerns with unsafe maintenance staff and for ignoring complaints/concerns.

  Business response

  01/26/2024

  Hello, 

  These complaints have not been ignored. Due to fair housing and privacy obligations we cannot disclose the next steps we have taken with the noise complaint resident, however we have taken further steps and for see this issue resolving soon. Also with the maintenance technician this has been handled as well. Resident spoke with regional manager and myself about these issues and they were handled promptly. 

  Customer response

  01/26/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

  Customer response

  01/26/2024

  In my original message, I stated that with many different occasions I was ignored, not all occasions. Although staff attempted to communicate with this tenant, there were times when I was told that they wanted to accommodate different lifestyles and stated that the tenant claimed it wasnt that loud. I definitely understand the privacy policy though. 
  
  
   I also was told the manager would call me back and then she did not call back. In addition, I have a string of emails that were ignored by the manager, including the one about my concern with maintenance. It wasnt until I contacted the owners of the apartment, who then reached out to the manager, that I got a response. I work from home and am at times unable to take or concentrate on work calls due to this disruption. 
  
  
  I hope in the future that there can be better communication from the manager, safer maintenance staff, a policy that will remove tenants who break the law and disrupt the community, and a move-in ready apartment for tenants so things are functional for them as I had several items needing repaired upon move in.  I appreciate the attempts to help, but believe this could have all been handled differently. 

  Business response

  02/05/2024

  Hello, 

  I do apologize about this. Moving forward, I hope that we can meet the expected **** for customer service with you. We also hope that we are able to turn your stay around. Thank you. 

  Customer response

  02/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approved to move in and moved in on 4/1. I provided all requested documents prior to move in with a 3 month lease. After move in I received my renewal notice and was told I had to renew by 4/20 or by 4/30 provide my 60 day notice. I opted to renew with a 3 month lease again. I called to renew and was told there was an issue with my paperwork and they needed a rental verification or I could not renew. I was sent a form to fill out myself for rental verification. The community manager and assistant manager harrased me over this form. I provided the contact info for my previous landlord who gave out my personal reason for leaving my last residence and said I broke my lease however I did always pay on time. Per KRS ***** I was legally allowed to termiante my lease. The community manager stated that due to his character review and the fact I broke a lease I was not allowed to renew. I did not owe my previous property any money. She discriminated against a dv victim.I also just received my move out statement and was charged for multiple charges that resulted in not receiving a deposit back. I left the apartment in the same condition as I did upon move in. One of the charges was a trash bag was left in the hallway, we have valet trash removal. I was charged on my final for valet trash removal and charged for the valet trash not removing trash.

  Business response

  07/14/2023

  This resident was only approved to move in by our screening process, her file itself was not approved. The prior assistant community manager allowed this resident to move in with out a rental verification. After move in, I requested ****** ( prior assistant ) to get a rental verification on this resident in order to allow them to renew. ****** could not follow through with this. I ended up taking over after ****** was let go, after taking over, I was finally able to get their previous landlord information after being lied to numerous times about it. I called the landlord and he had nothing but negative things to say, I then let the resident ( ******** ) know that I was not allowing a lease renewal and she would need to vacate at the end of her lease. She also did not always pay on time here. Nor was there any discrimination towards a domestic violence victim as I didn't even know there were any domestic issues going on in her home or previous home. The apartment was not left in the same condition as when she got them home. They were charged a carpet clean and for numerous trash items being left behind. I have attached these photos to this response. They are getting a partial refund though, in the total of $137.69

  Customer response

  07/17/2023

  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. 
  
  Trash left behind- I was paying for ***** trash removal. Is there a reason the ***** trash was never picked up? Why am I required to pay for a service your community provided if it was never completed. 
  

  carpet cleaning- per the photo I do not see any signs of damage to the carpet. The apartment was left in CLEAN CONDITION. 
  

  per argument on DV - I do have the email where property responded due to DV situation she was not allowing renewal. 

  
  Regards,
  
  ******** ****

  
  

  Business response

  07/25/2023

  Hello,

  Valet trash through GreenWay only takes trash left behind in the GreenWay trash container. The trash left behind at move out was not left in the provided container. 

  For the carpet cleaning, Reflections was charged for a caret clean, which we are charging back to the resident. 

  Reflections did not allow a renewal due to the previous landlord verification came back negatively for numerous reasons. 

  Customer response

  07/26/2023

  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. 
  
  As stated to the management team MULTIPLE times- we were never provided a trash container at move in. We were told you were currently out and would provide one at a later date. Since we were not provided one which per your statement implies our trash would not have ever been picked up- we are expecting a refund for the 3 month of valet trash removal we paid as well as the trash removal fee at move out. 
  
  Regards,
  
  ******** ****
  

  Business response

  08/03/2023

  Hello, 

  If there was never a container for trash provided, it is still not permitted to leave trash in our common hallways. All common areas are to remain free and clear of any trash and debris. Valet trash is free and not charged to the resident. Therefore, no refund can be done. The $20 trash charge you pay is for our trash company Republic, which come and get our compactors. They are not tied to our **************** who does out valet trash. 

  Customer response

  08/04/2023

  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. 
  
  You have still not addressed the issue. 
  

  It WAS NOT stated to us that since YOU were unable to provide a trash can that we may not use the valet trash service that you promote. Therefore how would we have known? You instead chose to charge a fee to us for your error. Fraudulent.

   

  
  Regards,
  
  *************;

  
  

*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. ↩