Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its an apartment complex we lived in called ********** managed by Bridge and Held. We lived there for 3 years and administration changed several times and everytime they made it worse to live there. Things broke all the time, even thou the buildings were brand new. Walls were cracking. Some of the bedrooms throughout the buildings didnt have electricity. We moved out in August of 2024 and We left everything clean, and had clear communication with the office at all times. Few months after Im getting a call from collection saying they billed us for not psi into the walls. Which at the time we spoke to them and they said just patch any holes due to hanging tv etc because we have a custom paint so we they would take care of that. Also they are billing us for damaged floors blaming it on our dogs which are service trained dogs. And we complained to them several times together with many neighbors that not only our apartment but the whole buildings floor were lifting. So we shouldnt have gotten any bill. We just need them to clear the bill to $0 and remove our collection. For me Chavely ********** and **** *****.

  

  Business response

  02/18/2025

  Chavely,

  Thanks for reaching out.  The Regional Manager has removed damages and contacted the collections company.  They emailed you an updated Final Account Statement that still includes a final utility bill.  Please work with him on any additional issues.  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would give Grafton Park zero stars if I could. It was great under Champion's management, but since ***************************** took over in April 2022, it's been a ************ October 2024, we received a letter about bed bugs affecting the entire complex, and two weeks later, another one regarding cockroaches in our unit. We complied with their pest control instructions, including clearing out our kitchen and bathrooms, and were forced to wait outside in our cars for hours in winter. This situation has persisted, with regular pest control notifications and threats of charges, yet I've seen no signs of cockroaches In December, we were charged $150 for fogging our unit, despite no evidence of pests. I documented clean areas where they allegedly found droppings. Recently, a technician sprayed while my son was home for Christmas break, accidentally broke our oven glass, and I ended up injured from a shard. Management knew about the breakage but didnt inform us, and their cleaning efforts were inadequate.I'm frustrated and wish we could move, but we're locked into a 15-month lease. We are been exposed to multiple pesticide poisoning, and I'm concerned for my family's health, especially my two-year-old. Just on January 21st, 2025, after notifying management of our sons presence before a scheduled spray, we were billed $150 for non-compliance. Mind you he was home due to school being closed due to the weather If we hadn't renewed our lease, we would have already left. We're paying over $1,600 a month for this inconvenience. I'm considering legal advice and do not recommend ************ or *****************************. This has been a horrible experience, and I wish I could break my lease without penalties.

  

  Business response

  02/04/2025

  *******,

  Thanks for reaching out.  Has the Regional Manager reached out to you?

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are not clearing walkways within four hours of the storms end and have only salted once. When I called and ask on January 7th I was told they were working since 8 am. They use to put more salt out. They have decided to reduce it this year to save money just like they did the air filters. I called the next morning and was give the same garbage and when I called back wo hours later I was hung up on. I pay 1000 a month and there are 200 plus units. So they get 2 mil a year and can't afford enough salt to prevent this? This place is beyond cheap and unprecedented. I try to be nice but can't stand to be lied too. We all were advised days in advance of this storm. This place has failed to be prepared and take care of its tenants. They should of hired and paid the landscaping company to clean this up. I figured that would take time to have them show up but they are leaving it to the maintenance team to save money. This is abysmal.

  

  Business response

  01/08/2025

  Hello ******,

  Our teams work to clear snow at our communities. If walkways aren't clear can you please provide photos.  

  Thanks

• Initial Complaint

  12/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******* at ********* is withholding my security deposit and charging me a $500 fee for allegedly dumping furniture, despite the fact that I did not dispose of any furniture. The company has no evidence to support this claim. They never contacted me to confirm whether or not I was responsible for dumping furniturethey simply charged me without any verification.When I reached out to the company to discuss the fee, I was informed that I was being charged because someone provided my apartment number to management. The company is relying on the word of unidentified individuals who gave management a random apartment number. Essentially, they are basing this charge on information from strangers, and I have no knowledge of who these people are.

  

  Business response

  01/09/2025

  Hello *******,

  Thanks for reaching out.  If you have not been recently updated by the community on your balance please let me know.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 31st, 2024, I applied to a property that is owned by this company called **********************. In After 2 months of waiting for a response/update on my application status, I was denied. When I applied, I was made to pay $50 for the application and $150 for the holding fee. I was told by the leasing agents and the property manager that the holding fee is fully refundable if a prospective tenants application is denied. I also have confirmation in writing stating that I would be refunded $150 due to being denied. I have reached out several times and have gotten no response, nor have I received a refund. After trying to rectify the issue through my bank, they informed me that the company denied owing me any funds, which is inaccurate. We are now in November, and I have yet to receive payment even though when I followed up with the property manager over the phone in October, she said a check would be issued within 7 business days. I have sent several emails and even reached out to the corporate office at ***************************** online requesting to be contacted by them. I also called them myself and left a voicemail. I received no response. I was informed by another property manager at a different complex that she has heard from other prospective tenants that this company has defrauded many other consumers in the exact same way as they are trying to defraud me. Please help.

  

  Business response

  11/19/2024

  Hey Raven,

  Thanks for reaching out.  We have forwarded your concerns to the community's Regional Manager for review. A representative will be reaching out to you.  

  Customer response

  11/19/2024

  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. 
  
  The business stated that they will have a manager reach out to me. I am not satisfied until that happens and I received my refund because I have already spoken to a manager and she failed to keep her word in this matter. 
  
  Regards,
  
  Raven Long
  

  

  Business response

  11/20/2024

  Raven,

  Thanks for reaching out.  Did you receive a refund of the $150 fee?

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am paying over $800 a month in all bills to live at a building that is infested with cockroaches. I have communicated with the landlord that I cannot live in an infestation and have not been living in the building the last two months. They told me the problem is solves(it is not) and that they will not give me a discount or let me out of the lease. There have been multiple units report the infestation.

  

  Business response

  11/15/2024

  *******,

  Thanks for reaching out.  We have forwarded your concerns to the community's Regional Manager and they will investigate and reach out.  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/8/2024 I toured the apartment with a guide, with specific interest in the 1br units. I was told that there was availability for these units in January, and this was verified by the complex manager. I toured with the intent of singing for these one-bedroom apartments, which they advertised as being available to me. I intended to apply to for these when I got home, and I did. It turns out, that the 1br apartments were not available to be applied for, so I communicated with the leasing agent. He reports that I can apply through the website for a DIFFERENT unit, but he will manually fix it so I'm in que for the apartment I desire. I have text messages to prove this exchange of communication. So, desperate, I trust this agent and spend $150 to apply for the waitlist for my apartment. The next morning, I get a text from a different agent saying that there is zero availability for the apartment I was told I was applying for, and I just sent $150 for nothing. They offered to upsell me to a much more expensive apartment which I declined. I need a refund for this application fee they deceived me into paying.

  

  Business response

  11/11/2024

  *******,

  Thanks for reaching out.  Can you please verify the apartment community you applied at.  

  Thank you

• Initial Complaint

  11/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a lease agreement on 11/2/24 with Dublin Square Apartments. I was shown a model apartment which was satisfactory and I was happy to pay for this. However, I never received a walk-through of the actual apartment I was to be given. As soon as I entered the apartment there was an odor that I would say smelled like Body odor, and they described as "trash" and "musty". I only put a couple of boxes in there and asked to be transferred to another unit, which they have available. They have entered the apartment and put a "scent bomb" in there and as far as they are concerned the problem has been resolved and they will not compromise at all. I do not trust that the smell will not return. I have already paid them $1687 dollars, and they say I will have to pay another $956 to break the lease. I feel that I was not given a satisfactory apartment and due to the fact that I will be paying tens of thousands of dollars here, I should be able to start with a clean slate, and an apartment that did not smell like trash upon receipt. I have told them repeatedly if I could just be moved everything would be fine, but they refuse because it is their "policy," which has never been explained to me.

  

  Business response

  11/11/2024

  *******,

  Thanks for reaching out.  We've followed up with the team and confirmed they have been in contact and are discussing a transfer with you.  Please reach out if you need anything else.  

  Customer response

  11/11/2024

  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

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've been a resident since June. And have been consistently requested information on what fees I am paying for. There's an additional $121 dollars that isn't accounted for that I'm charged with. I've called several times. No answer at the front desk of the property. I've emailed. Still waiting for a response. I've left a review in regards to my issue on ******.

  

  Business response

  11/04/2024

  Hello *********,

  Can you please confirm what community you reside at?  

• Initial Complaint

  10/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was charged a $90 late fee for my rent because it was paid late. I attempted to pay through the payment portal several times but encountered issues. I learned that the portal was experiencing problems and continued to try from different devices. On October 4th, I received a text from The Rail at 1380 notifying me that my rent had not been paid. I explained my difficulties with the payment process and offered to provide my Bilt routing and account numbers for them to process the payment, but they said they couldn't do that. When I inquired if the portal had been updated, I received no response. They assured me they would look into the issue and get back to me, but I never heard back. On October 5th, I reached out again to report the ongoing issue, and once more, they promised to follow up without any further communication. On October 10th, I called the leasing office to confirm the portal URL, and after some effort, I was finally able to access my Bilt account and complete the payment. I requested that they waive my late fee due to the problems with the portal, and was told that the manager would call me back, but I never received a call. On October 11th, I called the office again, and the manager informed me she would not waive the fee, stating I had 11 days to pay rent. Her demeanor was quite rude. I mentioned that I have been a resident for over five years and have never missed a payment. Ultimately, I felt compelled to pay the late fee to avoid further charges.

*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. ↩