Complaints

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

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  Winterwood, Inc.

  1390 Olivia Ln STE 100 Lexington, KY 40511-1391

• 

  Winterwood, Inc.

  PO Box 12830 Lexington, KY 40583-2830

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:01/29/2025

  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 have reported ongoing maintenance and cleanliness issues at my building, but nothing has been done. The resident manager’s son, who lacks experience, is the maintenance man, and repairs are often ignored. The previous maintenance staff maintained the building, but now carpets are unclean, and common areas are neglected. The manager is frequently absent, and a resident on oxygen continues to smoke indoors without consequences. The wooden patios are dry-rotted and unstable, yet the manager dismissed my concerns. During emergencies, maintenance is unavailable, and firefighters cannot access critical areas. Despite multiple complaints to Winterwood, they have not responded. This company has a history of unprofessional operations, as reflected in 34 complaints on this site alone, along with negative reviews from former employees on Indeed. I request a full inspection of the building, including patios and wiring, to ensure safety. The building should be properly maintained and cleaned. Additionally, a qualified maintenance professional and a respectful, accessible resident manager are needed.

  Business Response

  Date: 02/03/2025

  This is a landlord tenant matter that is subject to confidentiality and is under legal review.  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: this company is not doing anything to resolve this issue as usual. Nobody has called to speak to me about this. The building is dirty and the maintenance work is not being done. This company is terrible with communication. They do not follow the code for landlord requirements: 

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

  • Comply with building and housing codes
  • Make repairs to keep the property habitable
  • Keep common areas clean and safe
  • Maintain electrical, plumbing, heating, and other systems
  • Prevent mold and moisture buildup
  • Provide running water and heating
  • Respond to tenant notices
  • Provide receptacles for waste removal

  Until these are done, this complaint is NOT resolved. Again no contact made by the property management company and none if these issues have been taken care of. I am not the only resident with complaints. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/04/2025

  As previously stated, this is a landlord tenant matter that is subject to confidentiality and is under legal review.

• Initial Complaint

  Date:01/23/2025

  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’ve been renting with ******* ********** in Mount Washington, Kentucky since May 12, 2023. They have been taken over by Winterwood management Inc. and since then nothing has been taken care of in my apartment. I live with severe black mold and I have mentioned this numerous times. My apartment flooded earlier this year and I lost appliances along with furniture and was told that my appliances and my furniture would be replaced soI waited for somebody to give me a call back to let me know when I would receive my new appliances and furniture and nobody ever me. All the plugs in my kitchen were completely fried and nobody ever came to fix none of the plugs or the wiring so I hadto pay out-of-pocket to have the wiring replaced in my kitchen, and I had to pay out-of-pocket for my new appliances and my new furniture that was told they would replace. I deal with severe black mold to the point to where it has made me sick and still till this day the black mold has notbeen treated. I was recently diagnosed with a tumor along with other health issues and I solely believe my other health issues have to do with the black mold issue in my apartment that has not been taken care of. Spectrum news recently came out here and did a story on the ice in the parking lot not being taken care of and people not being able to get out of the parking lot because of how bad it was and we got word that anybody that had anything to do with that interview would be evicted. So they threatened to evict the tenants if they said anything. I have an eviction notice on my door for court January 29, 2025, and I’m being denied assistance. And with all the other issuesI’ve been dealing with throughout the year i’ve had to contact code enforcement and still nothing has been taken care of and now I’m about to lose my apartment because of their negligence and not being able to keep a landlord in office because on my eviction notice, it states that I violated my lease because of no landlord

  Business Response

  Date: 01/24/2025

  Due to pending legal proceedings, we are unable to respond to this claim at this time. 

• Initial Complaint

  Date:12/30/2024

  Type:Billing 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 have section 8, due to my disability and other illness my home situation requires case management from outside sources and guidance from the place of rental due to the possibility of hospitalization and/or other issues. And I am working on something with my physicians now for a surgery. And I was treated so poorly by the the new staff and manger.

  Business Response

  Date: 01/28/2025

  *** ****** came to the office outside of business hours in an attempt to speak to management, she was asked to return during business hours. This upset her and she called the corporate office and requested to speak to someone above the site manager, her concerns were addressed however, she is demanding monetary compensation from Winterwood at this time. 

• Initial Complaint

  Date:10/22/2024

  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.

  An inspection was done on my house recently by the newly appointed regional manager of the apartment I live in her first name is *** I don't know her last name and management refuses to give it to me. I work 60 hours a week and have two children one is nonverbal autistic wich requires acba and rbt therapists to come to my house five days a week. During the inspection my child's rbt therapist was present. Now the apartment I rent was not new the carpet is cheap and a decade old if not more steam cleaners where sent but its thin cheap carpeting so i did very little there is crayon on the walls from my child wich I will gladly clean off the walls. That being said I have pictures of the apartment when we moved in and now but this is not my main concern. When this new regional manager came in she proceeded to berate and belittle my fiance and speak to her in a way that makes me sick infront of my kids and there rbt therapist. She was saying she was a liar and a bad mother there is no trash or problems in my house we've had many inspections for the seven years we lived here. We have over a decade old carpet cheap thin carpet ill give the crayon on the walls I got kids the house is clean other than things that need replaced like the carpet. I have state appointed workers at my house five days a week they wouldn't come in if it was dirty. I will say I'm so glad that one was here who is will to make a statement on record of what happened because she was disgusted my fiance was talked to and treated. I have lived here for seven years and kept alot to myself to avoid issues but I have documentation. But the interaction while I was at work it was unprofessional and inexcusable and I will be looking into more actions I can take. You can't verbally harass for an apartment thts condition was bad to begin with I'm just glad I had a witness.

  Business Response

  Date: 10/22/2024

  I am the Regional Manager referred to in the complaint filed by this household.  We issued notices on Friday, October 18, 2024, to all the residents of the complex, that we would be coming into the units on Monday, October 21, 2024, to conduct an inspection for housekeeping and unreported tenant damage.  This was my first inspection in the units of this particular property.  At no point during our inspection in this unit was I unprofessional in addressing the issues idenfied during our inspection.  I did not address any crayon on the walls.  I addressed the dirt on the walls and cabinets, also the need for the carpeting to be cleaned.  We also discussed the damange to the door frame.  Along with me in the unit was the maintenace tech, as well as the manager, which can verifiy my interaction with this resident.  The resident can reach out to the manager or myself at any time during regular business hours for any information needed.  

• Initial Complaint

  Date:10/16/2024

  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.

  Ok I've talked to the manager at my apartment complex because I don't have no working phone Jack's in my apartment so I can't get phone or internet in my apartment and I've called and told them and tried and tried to get it in my apartment and they want let the internet company put internet in my apartment cause they have to run wires in the wall to do it And winterwood want let them it's always an excuse when I try to get it done I've lived here about a year now without being able to have a phone or internet hooked up in my apartment and they aren't trying to get it fixed or do anything about it I've ask them over and over again if they can get something done about it but they will not. I have 2 daughters young that goes to school and they need internet for school work everyone else in this apartment complex has and are able to get internet but me. I'm entitled to a 3 bedroom apt so I can't move to a 1 or 2 bedroom they want let me anyways. Something needs to be done about this ASAP cause I've did everything I can to try to get it and can't they want let me talk to winterwood directly. I've tried to call them too. On my lease it says I'm entitled to atleast 1 working phone jack in my apt but I don't have 1 that works at all and they want get it done for me when I've ask a million times already can you all please help me with this.

  Business Response

  Date: 10/21/2024

  Please see attached letter explaining the situation

  Business Response

  Date: 10/22/2024

   October 18,2024
  From: Eastbrook Place Apartments
            ********************************

  
  To: Better Business Bureau 

  
  Please see the below response for the complaint on Eastbrook Place Apartments.

  
  The tenant was made aware at the time of Move-In that this unit did not have an active phone line, and therefore could not get internet. The property manager has offered the resident a unit transfer to a 2 bedroom and he refused.  The resident currently resides in a 3 bedroom and the reason for not wanting to move was because he did not want to make his 2 daughters share a room. The resident does not have sole custody of the daughters and only has visitation.
  The resident contacted the manager on Tuesday wanting her to give Windstream permission to put in a temporary line. That would have been fine, however  windstream would require the property (Eastbrook Station) to write a statement on company letterhead assuming responsibility for any damages and/or injuries that may occur while the temporary line was in place. I informed the manager that we could not allow that.
  The manager has been trying for some time to get phone and internet access in this unit. She has spoken with Harlan 2 way cable and they said they will provide all the wiring needed to convert the unit/building to cable internet but they can not install it. The contractors in the area will not give a bid. They come out and look to give a quote and leave not interested.  The one quote we were able to get was for over $20,000 (I have included the quote).  She has also contacted Windstream to see if they will fix the line and possibly bill the property and they refused as well.
  

  
  

• Initial Complaint

  Date:09/09/2024

  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 contact property management about my electrical issues in my bathroom, for well over two months now pushing three months possibly four I have all the texts messages to prove this but the electrical problems I’m having could cause a fire in the wiring and I’ve paid my rent all my bills are caught up and they still have yet to fix it

  Business Response

  Date: 09/12/2024

  After receiving the BBB complaint, the maintenance tech went to the unit to check it out.  The resident refused to allow him to enter the unit, stating she had somewhere to go and he could go in when she returned.  When she returned home, she refused entry.  We were not able to enter the unit until yesterday, 9/11/2024.  We had a local electrical contractor come to look at the unit.  They were able to get it taken care of.  They changed out some wiring.  Everything was in working order when we they left.  The other dates we were in the unit follows:

  4-24-24 Installed GFI and Light switch
  5-28-24 Rewired GFI, **** stated that when he went to the unit on this date, the tenant had removed the GFI and wired their own plug in. He had to undo what the tenant had done and rewired the GFI plug back in.
  7-19-24 New breaker
  After getting the BBB email **** went to go back to the unit to check on the issue but the tenant refused to let maintenance in the unit due to her leaving and due to her dog and children being in the unit. Said that he could go back in once she arrives back home. We were not able to get into the unit because the resident refused entry.

  If need any additional information, please let us know.  I have tried to attach a document from ******** **********, but it will not allow the attachment.  

  Thank you,

  *** ******

  Customer Answer

  Date: 09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not refuse them to come in my home. I explained to them that I had some where to go and was was pressed for time because I work from home and I explained that many many times. And if my employer hears the slightest background noise that is terms for termination for me. I handle a lot of sensitive information. This matter has been ongoing for months now. I’ve actually let them in previously and they would mess with the breaker and the light would come on and then they would leave and soon after they would leave the light and electricity would flicker and go out yet again. I have proof of this matter in text of messages on multiple occasions for a few months now. I’ve paid my rent every month and I’ve held my end of the lease up. It’s raised concerns for me and for my children. At any given time this apartment could’ve caught on fire and it’s not just our lives that are put at risk but my neighbors as well. The lady below me actually has oxygen tanks, and the front office knows this so what if this apartment caught on fire? What what if it caught on fire and reached the oxygen tanks below me? For maintenance to say that I’ve refused them multiple times is not true especially when it’s been over a series of months. I have proof of all of this. This literally makes me beyond upset. And during these months of this going on i literally had to run a drop cord from my hallway to my bathroom for a lamp! As you can see from the screen shot I have ads for a file that this has been ongoing since April 4th not to mention the many times I reached out for the in person!
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/17/2024

  Unfortunately, some issues aren't obvious as to what is causing the problem.  Each time the maintenance tech left the unit in his prior attempts since April, the issue appeared to be fixed.  As I stated in my previous response, we had a reputable local electrical contractor come to the unit on September 10th.  This was the day after the maintenance tech went to the unit and asked to look at the unit.  The resident stated she was leaving home and he could not go into the unit while she wasn't there.  After she returned home, it was time for her to start work, so the maintenance tech could not go into the unit until the next day (9/10) with electrical contractor, Eppersons.  The completion notes on ********** work order states "Troubleshot bathroom having no power.  Bathroom and bedroom are on one circuit. Found and repaired wiring issues for both bedroom and bath.  Everything working properly when technician left."  There is nothing more for us to do in this unit.  

  Thank you,

  *** ******

  Regional Manager

  Customer Answer

  Date: 09/17/2024

  
  Complaint: 22256405
  
  I am rejecting this response because:

  this has been an ongoing issue since April and I have provided many many attempts to the office to get this fixed since April and on sept 10th is the absolute first time they had a professional come into my apt and fix it. Mind you they had to cut into the walls to fix the wiring, in which was a complete fire hazard as I stated before my neighbor below me has oxygen tanks fire and oxygen tanks im sure this is self explanatory. This is ridiculous that it has come to this. Not to mention the bugs there is so many cockroaches in every single apartment it’s mind blowing and disgusting. I cannot tell you how many times I’ve personally bought sprays and everything to get rid of these bugs and nothing seemed to help there is too many. I would like a reimbursement for my rent for the last 3 months. If they think that pushing an electrical problem off for months is ok when you have children and elderly neighbors, I’m not sure this is a safe place for my children. This place truly needs condemned . Not to mention the shooting not too long ago that took place.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 09/18/2024

  
  Date Sent: 9/17/2024 7:10:36 PM
  

  ********** ********
  
  I am rejecting this response because:

  this has been an ongoing issue since April and I have provided many many attempts to the office to get this fixed since April and on sept 10th is the absolute first time they had a professional come into my apt and fix it. Mind you they had to cut into the walls to fix the wiring, in which was a complete fire hazard as I stated before my neighbor below me has oxygen tanks fire and oxygen tanks im sure this is self explanatory. This is ridiculous that it has come to this. Not to mention the bugs there is so many cockroaches in every single apartment it’s mind blowing and disgusting. I cannot tell you how many times I’ve personally bought sprays and everything to get rid of these bugs and nothing seemed to help there is too many. I would like a reimbursement for my rent for the last 3 months. If they think that pushing an electrical problem off for months is ok when you have children and elderly neighbors, I’m not sure this is a safe place for my children. This place truly needs condemned . Not to mention the shooting not too long ago that took place.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/20/2024

  Each time we were in the unit we followed company policy and as I have stated before, the issue seemed to be fixed when the maintenance tech left the unit each time.  Our staff followed procedure in addressing this issue.    

  Customer Answer

  Date: 09/23/2024

  
  Complaint: ********
  I am rejecting this response because: All the maintenance done, was flip the breaker or tinker around with it this has went on since April I have the text messages to prove this I went months without any lights in my bathroom I literally had to run an extension cord from the hallway wall to the bathroom and put a lamp in there, when the maintenance finally decided to actually call a contractor he reached out to me and I was actually on my way out because I had a very important matter to attend to that put me a time schedule. I said I would be back but they would have to get it done before 2:30 because I work from home with very sensitive information that included social security numbers, addresses, names and birthdates of people that could not be exposed to anyone, and the staff knew this for a very long time, therefore when I finally contacted the BBB that is when something started to get done, I never refused them to come into my apartment, I stated that I had a very important matter to attend to which could not be put off and I had a certain amount of time to complete that situation. When I returned, they came into my home and had to go inside the walls of my children's bedroom. This is ridiculous that it had to come to this. The office manager knew as well and she would pass the information on that the issue I was having. She done her job the rest of the company did not. So therefore, we were living in a dangerous situation, and no one seemed to be as worried about it as I was for my children's sake more than anyone. I am not receiving the proper assistance that was needed until BBB was involved. These apartments are not livable, they are a fire hazard, bug infested, mold and mildew infest apartments.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/29/2024

  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 am currently a resident within one of the communities that Winterwood Property Management manages/owns. I have made multiple attempts to get in contact with someone from corporate in response to several complaints that I have, however with several messages left to several people, sent emails myself, and requests through the property manager, no one has returned my calls. I have been attempting to get in touch with someone since February and I feel like I am unable to get someone to return a call or email. I can provide phone records as to how many times I’ve attempted to call with no resolution as well as copies of emails that I’ve sent to 2-3 people in corporate positions, to which I’ve received no reply as well, and as a current tenant, I don’t feel as if it is fair practice to not be able to reach someone in a corporate position about submitting numerous complaints with no resolution.

  Business Response

  Date: 08/29/2024

  Hello,

  Please advise which community you reside in and our team will follow up promptly.

  Customer Answer

  Date: 08/29/2024

  
  Better Business Bureau:
  
  I currently reside in **** *** *******. I, again, left a message for someone in corporate earlier this afternoon and have yet to receive a response. Hopefully, there will be an actual resolution to my initial complaint. Thank you. 
  

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/25/2024

  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.

  My landlord filed a criminal trespassing notice on my boyfriend ***** I don't understand why he's been over here off and on for 8 months I had some toes amputated just had surgery done on my leg I'm a ******** I have a service dog he helps me so much he takes my dog out he gets along with everyone he's not done anything wrong for her to do this can you help me

  Business Response

  Date: 07/30/2024

  This person did place application with the property to be added to her lease.  When the check that is ran by a third party company based on the resident selection was completed his application was rejected.     

• Initial Complaint

  Date:07/15/2024

  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 have custody of my grandson and his father which is no relation to me came for his visitation and than he left my apartment 3 days later they give me a14 day to vacate because 2 days after he left my apartment he was sleeping behind the garages on the other side of the property. He has mental health issues and staying in healing place and sisters. My landlord said because he was my guest and is affiliated with me I'm getting evicted. How can I be responsible for somebody that is not apart of my life only my grandsons and he pays child support so I can't say he can't see him because they are supervised. I've been there 2 years and I don't bother nobody I've been threatened by my upstairs neighbor because of the stomping knocking pictures off walls and metro security said she threatened me I told the previous landlord only for her to tell me if I complained on her again I was getting evicted vice versa. Than I got threatened by her again saying she was going to get somebody to beat me up in parking lot. I don't bother nobody I stay to myself and there are 14 year old kids packing guns around here and I'm getting evicted

  Business Response

  Date: 08/06/2024

  This resident was given a 14 day notice to vacate by the property manager. Since she did not vacate the premises, eviction was filed and any further communication will be done through the lawyers and court system. We are still waiting on a court date. 

   

• Initial Complaint

  Date:07/01/2024

  Type:Facilities 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.

  My landlord is harassing me and my family, my privacy and rights have been violated. She came in my apartment for an inspection that she did not give proper notice of, and while in my apartment did not ask permission to take pic of my belongs and opened closets without permission. I feel very violated for this and said I failed my inspection for my daughter’s room being messy but it wasn’t any differ from the inspection she gave a week ago when I passed it. I’m not understanding what her problem is with me, I’m not doin nothin wrong. And I do hv a video of her taking the a pic you can hear it n the video from her phone.

  Business Response

  Date: 07/22/2024

  To whom it may concern:

  An empty  unit in this particular building has had rodent issues for some time.  Many attempts to eliminate the problem has been made and our next step was to do weekly housekeeping inspections for 3 weeks to determine if there are any housekeeping issues in the building that may be contributing to the problem.  Proper notice was given to every tenant in that building on all 3 visits.  The first notice was given on 6/17/24, letting the tenants know that inspections would start on 6/21/24 and again on 6/28/24 & 7/3/24.  **** ******* was not present on 6/21 & 6/28 visits to the unit.  However, her husband was present.  The manager explained the process of how our inspections were conducted and what we were looking for.  She also explained that if food, trash with food etc... was left on the floor - it could cause issues with bugs and or rodents.  The husband was very understanding and agreed.  No write ups were given to the household.  However, the tenants are currently under eviction for non payment of rent.  

  Customer Answer

  Date: 07/24/2024

  
  Complaint: ********
  I am rejecting this response because:

  They are not supposed to take videos or pic of our units without asking permission which we was nvr asked. She just walks n and starts taking pics of everything we hv and taking pics of our closets after she opens them. This is unacceptable. It is against the law to do this but yet she keeps doin this. And getting away with it. And the failure to pay rent is because she refused to let me pay my rent and now we hv no where to go and no one to hlp us. Her behavior towards us has been totally unprofessional and unjust. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/25/2024

   

  I sincerely apologize for any inconvenience that this has caused.  When we feel the need to seek other options to solve any health and or safety issues on the property we will conduct such inspections to try to solve them as quickly as possible.  You and every tenant in the building were given proper notice to enter your unit on 6/17/24.  That notice stated that there would be 2 other housekeeping inspections on 6/28/24 & 7/3/24 in which you were not present on 6/21 & 6/28.  The visit on 7/3/24 cleared your unit.  Photo's are part of the protocol when conducting inspections considering the nature of the issues we are trying to solve.  In this case, it required photo's.  No further visits to your home have been conducted since 7/3/24.  We value the health and safety of every single tenant and we will continue to do our due diligence to see that through.  

  Please feel free to contact the manager or myself with any further questions or concerns