ComplaintsforNorthlake Apartments

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  These apartments refuse to fix maintenance issues. They came out 4 times to fix the same issue with a dishwasher. Everytime I would have to wait over a week for them to come look. They would then come out and say they fixed it and leave. I would then loaf and run the dishwasher and when the cycle was done I would discover it wasnt fixed. I would call the office afterwards trying to get a resolution and the office never addressed my concerns with the maintenance staff. I caught the maintenance staff lying on work orders claiming they came out multiple times when I know they never did. I've had black mold in my hallway bathroom for at least a year. There was a small flood into the bathroom from the water heater. The maintenance staff fixed the leak almost a week after I reported it so water was leaking into it he bathroom, getting under the flooring and saturating the wall and baseboard. I asked if they were going to replace the flooring. They said yes and never did. Then along the bottom of the vanity, the wood chipped away and showed black mold there. Maintenance was told about this. They brought a peice of rubber molding and covered it. Just because you can't see doesn't mean it's not there. I then had a water leak from the shower head that sprayed all over the ceiling. I ended up with black mold all over the ceiling. I told them about it. They did nothing. I attempted to clean it with bleach. That didn't work. I bought ***** and sprayed over the mold. A few months later the mold is coming back on the ceiling. I informed maintenance. They replaced the fan in the bathroom but still haven't stored to clean the mold.

  Business response

  04/25/2023

  Dear BBB,
  *************** to the complaint issued by ************************* in ****. I have attached documents of each service request she stated in the complaint. We have followed proper protocol for all the service requests and completed them in a timely manner. However, we don't want the resident to be unhappy in her home and have decided not to charge the break lease fee and allow her to move on the requested date of the resident 5/31/2023.
  I would like to provide a breakdown of the complaints:
  1 Mold. The first service request regarding mold was on the ceiling was submitted on 7/23/21 and treated on 7/26/21. The second request regarding mold was at the bathroom vanity submitted 3/9/2023 and on 3/13/2023 maintenance found no presence of mold.
  2. Dishwasher. The first service request was submitted on 2/8/23 between 3/03/2023 4 additional requests were made by the resident and each time maintenance went over was able to get the dishwasher working. On 3/15 the last request was submitted and at this time maintenance decided to order a new dishwasher.The new dishwasher was installed on 4/6/2023.
  3. Mold on bathroom ceiling. The only request we had for ceiling mold from the resident was submitted on 7/23/2021 (Listed above). Northlake Village was not made aware there was still mold on the ceiling until we received the letter from the BBB. We currently have a vendor scheduled to come out and replace the ceiling in the bathroom.
  Sincerely,
  *************************

  Customer response

  04/25/2023

  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,

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

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