Complaints

This profile includes complaints for Van Rooy Properties Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Van Rooy Properties Inc.

  1030 N College Avenue Indianapolis, IN 46202

• 

  Van Rooy Properties Inc.

  1201 Community Place Indianapolis, IN 46227

• 

  Van Rooy Properties Inc.

  4555 Marcy Lane Indianapolis, IN 46202

• 

  Van Rooy Properties Inc.

  6184 Carvel Street Indianapolis, IN 46220

• 

  Timber Lakes Townhomes

  Avon, OH 44011

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well Im a resident in one the wheelchair accessible apartments in ********, **** and since 2019 there has been 2 holes in my ceiling. One in the bathroom and one in the furnace room. The management has been very negligent with handling this having a maintenance person come over , look at the problem, say theyll be back, and they never come back. But at the same time they expect the rent to be on time every month. I think the issue is that there is t enough maintenance people for the amount of apartments there are out here. Its always a new maintenance guy every few months. Im sure the hole in the ceiling of our bathroom has mold. There is water leaking from the hole as well. I just want these problems to be fixed in a timely manner. Again these holes been in the ceiling for about 4-5 years. Ive been living here since 2013 and there arent a lot of options regarding a wheelchair accessible homes. I just want the one Im at to be taken care of.

  Business Response

  Date: 04/08/2025

  To Whom it May Concern:

  Upon inspecting the apartment, it was discovered by the manager and her maintenance team that the unit above this apartment has a toilet leaking, which is believed to be due to a faulty wax ring.  The team is going to replace that wax ring today, inspect to see if there are any other visible defects related to the toilet, then verify the repair has addressed the cause of the problem. Once that has been confirmed, they will address the ceiling damage below and make all needed repairs. 

  Thank you,

  *****

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to express my concerns regarding ongoing maintenance issues in my apartment that require attention from someone in a higher authority.On January 3, 2025, contractors were dispatched to install new countertops, during which they removed my stove and dishwasher. Unfortunately, after their departure, neither appliance functioned properly. I attempted to contact the office for assistance, but my calls went unanswered, and the voicemail was full. Additionally, there was no emergency maintenance contact number available.On Saturday, I called again, only to find the voicemail still full. I tried once more on Sunday, but encountered the same problem.On Monday, January 6, at 10:00 a.m., I spoke with ***** regarding the malfunctioning appliances. She assured me that my work request would be forwarded to the appropriate person. However, after several hours without any updates, I emailed the office manager, who informed me that the maintenance team was occupied with snow removal, which seemed to take precedence over my stove ******** the office closes at 6:00 p.m., I called again at 5:45 p.m. to inform ***** that no one had come to address my stove problem. She promised to check on it and return my call, but I did not receive any ************ stove has been non-functional since Friday, which is particularly concerning as I am diabetic and need to prepare meals to manage my blood sugar levels. Consequently, I have been forced to order takeout daily, which is becoming increasingly expensive.Additionally, my air fryer was damaged due to water flooding in the kitchen, leaving me without an alternative cooking method.Given the current snow and poor road conditions, there are no delivery services operating today, leaving me without any options for cooking or ordering food.The lack of response from the office manager is quite frustrating, I would like to speak with someone who has the authority to resolve these problems effectively.

  Business Response

  Date: 01/17/2025

  The date of this complaint filing was 1/6/2025 but on 1/8/2025 the Regional Manager **** **** had met onsite with Talmeaka and addressed her concerns as some others. Here are details he sent to me about the situation.

  On January 8th, I went to the property and spoke to Talmeaka with the manager. I now understand her issues and have addressed them with the staff to prevent this from happening again. I have also given her a credit on her account to compensate her for the inconvenience she experienced due to one of the staff not completely understanding the issue she was trying to report and get fixed. She mentioned nothing about her air fryer while I was there. I also found 2 other issues that we will be handling in the next couple of days. I believe this has been resolved.
  
  Thanks,
  
  **** ****, CAMT, CAM, CAPS
  Regional Manager
  Van Rooy Properties
  ***********************************
  ****************

   

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to address a matter with management concerning an incident that took place on December 14th in my apartment complex. As a current tenant, I submitted an emergency ticket due to water backing up in my kitchen sink, which has now overflowed onto the floor. I submitted the ticket around 12:00 p.m., but it was closed shortly thereafter, indicating that the issue was resolved. However, after waiting for an hour without any assistance, I submitted a second ticket. It has now been 45 minutes since that submission, and I have yet to receive any communication or ********** my attempt to resolve this, I reached out to the corporate office of ******* Properties and spoke with a representative named ******. She inquired about emergency on-call maintenance, and I informed her that the maintenance office is closed on Saturdays, leaving us without any options for urgent issues. I explained that my previous tickets were closed without any follow-up or resolution. ****** took my contact information and mentioned that she would continue to try to reach someone, but she was also unable to get in touch with anyone.I am writing to express my disappointment with this situation. It is unacceptable that we do not have on-site emergency maintenance for urgent issues, especially when we are unable to contact anyone directly. The current time is now 1:50 p.m., and no one has arrived to address the ongoing water overflow. I am at a loss for what to do next, as I have attempted to contact a regular plumber, but they are unable to assist due to my living situation in an ************************* is essential to address this matter to prevent its recurrence. Engaging with the on-site property manager often feels futile, as complaints seem to go unacknowledged and unresolved. I would prefer to communicate with someone who has the authority to take action, as the current situation is simply unacceptable.

  Business Response

  Date: 12/23/2024

  Regional Manager **** **** reviewed and handled the complaint so far for the property we manage known as ***********. Below is his response to the compliant:
  "After speaking with the staff, I have found out that the first call came in and was accidentally deleted from the voicemail. The second call was received and was responded to but was responded to around 7pm. I have addressed the staff and made sure they understand this is unacceptable and that even if it is just a phone call, they are required to responded within 30 minutes. I have also addressed the issue with the office being closed on a Saturday at 2pm as well.After gathering more information about this, the decision has been made to replace the kitchen countertop after the new year.  We are always working to make sure our resident's needs are met in a timely manner. Please accept our apologies for the inconvenience. Thank you - **** ****"
  

  Customer Answer

  Date: 12/26/2024

  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. 
  
  I understand that you may have received a different account of the situation, but I want to clarify my experience. I submitted a ticket at 12:00 p.m. when the water began to overflow from my sink onto the floor. To mitigate the damage, I placed a plastic bag on the floor. After submitting the ticket, I noticed that someone marked it as resolved, even though the water was rising more rapidly. I reached out to other apartment complexes for assistance and left a voicemail, as well as sent an email. When I was in my bedroom and heard the water pouring from the sink, I continued to submit tickets regarding the flooding. In total, I submitted around 15 tickets in an effort to get someone to address the overflow issue. The information you have received is inaccurate; you can verify my submissions in the ticket system. In response to my last ticket, I was informed that it was not considered an emergency and would have to wait until Monday. I made it clear that water running onto my counters and floors constitutes an emergency. I even attempted to contact a plumber myself, but no one would respond due to my apartment status. I am frustrated by the misinformation and the lack of accountability. Since this incident, my apartment has developed a foul odor, and I had to hire someone to deodorize it due to the sewage smell. Additionally, I have submitted multiple requests regarding the lack of hot water in my bathroom and low water pressure, but my tickets keep getting closed without resolution. I have also requested pest control and reported that my bathroom toilet is detaching from the wall. All of my tickets have been closed without any issues being addressed, so I cannot accept the response provided, as there are still significant matters that require attention.
  
  Regards,
  
  Talmeaka *******
  

  Business Response

  Date: 01/08/2025

  **** **** and I discussed when we received the rejection of our first response. Here is what **** responds now:

  I went to the property and spoke to Talmeaka with the manager. I now understand her issues and have addressed them with the staff to prevent this from happening again. I have also given her a credit on her account to compensate her for the inconvenience she experienced due to one of the staff not completely understanding the issue she was trying to report and get fixed. I also found 2 other issues that we will be handling in the next couple of days. I believe this has been resolved.

  
  Thanks,
  
  **** ****, CAMT, CAM, CAPS
  Regional Manager
  Van Rooy Properties
  ***********************************
  ****************

  Customer Answer

  Date: 01/09/2025

  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,

  Talmeaka *******

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am looking to have a conversation with someone from the corporate office as I have been unable to communicate with the property manager at the property where I currently reside. My lease was due for renewal at the end of June, and when I visited the office to renew, I was informed that my rent had been increased by $300 without any prior notice. Despite my request to speak with the property manager, she has declined to engage in a conversation. I am seeking clarification on this matter in order to make an informed decision on how to proceed. I believe I am entitled to be informed about any rent increase in advance to allow me time to consider my options. I would appreciate it if someone could reach out to me to discuss why this lack of communication occurred.

  Business Response

  Date: 07/11/2024

  We will schedule a conversation with *********************** to discuss her renewal amount and offer further clarification on this matter, as requested.

  Customer Answer

  Date: 07/11/2024

  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. 
  I am currently unsure about who is supposed to contact me. I left a message with the corporate office, but nobody has returned my call. The property manager, ******, instructed me to meet with her last Monday. However, when I showed up, she refused to come outside her office to speak with me. Instead, she instructed her staff to set up another meeting for this upcoming Monday, which I had planned to attend. Nevertheless, yesterday, a notice was posted on the door stating that if I do not pay the remaining balance by the 15th, the day she told me to return to the office, I would face eviction. Having lived here for 8 years, I feel that their actions are violating my rights and leaving me confused about who I should be communicating with, especially since even the property manager seems unsure.

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

  
  

  Business Response

  Date: 07/18/2024

  I, *****************, called and spoked with *********************** around 3:15 pm today (July 18th, 2024). ******** has agreed to renew her lease. We have finalized the details regarding the upgrades she requested for her apartment. The necessary parts for these upgrades have been ordered, and the work will be scheduled as per our discussions with ******************. 

  Customer Answer

  Date: 07/22/2024

  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

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a letter from this company so I can pay the balance owed. The representative completely ignored the emails that I sent. Then when I go into the office, she tells me they cant be liable for sending any letters. But she couldnt even respond to the emails I sent. However, I requested a letter several months prior. I was told by the agent at the office they couldnt send the letters out. Magically the following month, they start putting those same letters on peoples doors. The letter I was requesting was nothing but facts. All I requested was eviction was filed and the balance owed on a company letterhead. Ever since this company took over for ***********, the care of the complex has gone down. There was also an issue with mold. I sent the company a message through the online portal. Then they just disabled the entire request to even submit a maintenance request online. The upstairs apartment (unoccupied) was leaking. I had notified them of this as well as my mold problem. They fixed the issues upstairs immediately, but they didnt acknowledge the mold problem until almost a month later. This all couldve been prevented. This company just wants to overcharge the next tenant for inflated rent and these apartments arent even renovated.

  Business Response

  Date: 05/24/2024

  Our understanding is that *********************** requested a 'handwritten' letter, and instead, the staff provided her ledger history showing the balance. If there is another way we can assist or if further clarification is needed, we would be glad to have that discussion. As standard procedure, we do distribute balance letters.
  
  

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm currently a student at *****************. I accepted a job in ************ and have been searching for an apartment. I paid the application fee and scheduled an appointment to view an apartment. When I showed up, they told me the tour was canceled and they could not refund my fee. I took time off work and drove over an hour to view this apartment. I understand being short staffed but they took this money and made no effort to assist me in finding an apartment. As a student, I can't afford to keep taking time off of work and spending my money on gas to tour apartments. At this point, a refund of my $40 application fee is what I'm seeking to offset my time and money spent on coming to the area for them to cancel with no notice.

  Business Response

  Date: 10/31/2022

  A check for the refund has been issued to the Complaintant to refund the cost of the application fee.

  We regret that this happended and aplologize that it was necessary to cancel the appointment and the complaintant was already on thier way.

   

  Kindest regards,

  ******

  Customer Answer

  Date: 11/01/2022

  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,

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