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Complaint Details
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Initial Complaint
11/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are sending this complaint in because the apartments we live at is taking a very long time to get problems fix in a timely fashion. We have very had a light problem for a month, our dish washer has been having problems for two weeks and now we have a second light going out. Last time we had a problem in our apartment it took almost three months to get it fixed and now we are headed on that same path.Business response
12/02/2021
RE: ***********************************
********************************************************************************************
Good afternoon *******
We apologize for the delay in the work orders. The primary reason for delay has been backordered parts & fixtures resulting from supply chain disruptions caused by the effects of the global pandemic. Throughout these new variables we have tried to remain communicative with residents and open about timelines. We are awaiting shipment for a replacement dishwasher and temporary repairs have been made until the new dishwasher arrives. The lights fixtures came in on Thursday, December 2nd, and the maintenance team will install them on Friday, December 3rd. The ******* has contacted the ********************** so the maintenance team can gain access to finish the repairs.
Please feel free to reach out with any additional questions or concerns.
Thank you,
***********************, CAPS, ARM
Regional Director| Sterling Management
*****************************************************************************************
Office ************| Fax ************
Customer Care Line: **************
Visit our website today @ www.thesterlinggrp.com
Initial Complaint
10/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have not has running hot water in almost three weeks. I went to the gas company thinking that this issue could be bill related. After finding that there was no bill issue, I filled a maintenance report with my apartments. A maintenance technician did come to resolve the problem, but stated to me that the problem may not be fixed this fix was only temporary. The fix only lasted for two hours, i made another claim and the same thing happened again. I then wet to the office and spoke with the office attendant who claimed that they had to order a part for my water heater and they had no idea when it would come in. It has now been three weeks that I have had to boil water on my stove in order to have hot water, through no fault of my own. I have two children under the age of five and boiling water on the stove is very dangerous. i have been paying my rent on time, but I feel that I am entitled to a portion of my rent being returned because of this issue no being resolved in a timely manner, and also putting my children and myself in danger because of myself having to boil water on the stove to produce hot water. I feel that I have taken all the necessary steps to resolve this issue alone, and I am not getting any results.Business response
11/11/2021
November 9, 2021
BBB Serving Northern *******
*******************************************************************************************************************
RE: ID ******** / October 27, 2021
Dear ***********************,
Please see below the timeline of work orders and completion for ID ******** complaint.
10/11/21 resident called in a work order on little hot water.
10/12/21 maintenance relit pilot light
10/14/21 resident called in a work order on water not getting hot enough
10/14/21 maintenance replaced pilot assembly
10/15/21 resident called in work order saying she was still having hot water issues
10/15/21 maintenance went there and all was working and water was hot
10/19/21 resident called in work order on hot water
10/19/21 relit pilot on water heater and was hot
10/29/21 resident called in work order on hot water
10/29/21 maintenance replaced gas valve and installed new one
10/30/21 maintenance saw resident outside of her apartment and asked if she still had hot water and she replied that it was working.
East Village hasnt received another work order from her regarding hot water and all work orders are closed.
All work orders were addressed within 2-5 hours with the exception of 10/12/21 and was thought to be completed at the time the maintenance person was there. Sometimes it does take a few times to eliminate what is needed to correct the problem. However, at no time did we neglect to address her work orders on a timely basis.
Thank you for your consideration.
Sincerely,
Crystal *********
***********************************, RD
Initial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
A deposit was made to hold an available apartment at Blue Water at ******** Landing managed by The Sterling Group. After being denied for some unknown reason, the office stated they would refund me the $200 deposit I prepaid with in 30-45 days. In the state of SC they have 30 days to refund a tenet/customer. It has now been over 2 months without receiving it. I called the complex and it had been sold to another management company. I have left several messages and emails requesting my deposit back without a response from them. Every time you call the main number, you get a voicemail. I’m planning on taking them to small claims court where I can sue for 3 times as much, in which I plan to do. It’s absolutely ridiculous that this company can not refund me back.Business response
10/06/2021
*******
Thank you for your letting and making us aware of a customer service issue (Case: ********). I’ve reached out to ******* ******* and it appears we’ve sent her refund check 2 times. ******* mentioned she wasn’t sure where we got her address from to send the initial refund, however, I’ve inserted a picture of her application that she complete online, as we used the address she provided.
I let ******* know we will cut a check and she should have her refund in a few days from today. She provided me with her new address. I’ve also attached the communication from today so show our urgency in resolving this issues. We will continue to follow up until she receives her funds.
Please let me know if you have any questions.
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