Complaints

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:07/16/2024

  Type:Customer Service 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 trying to fine me over $900 in lease violation fees. Mind you this is our last month and rent has been paid. It start when I was told I had pet waste on my patio which was water spots on the concrete. Who knows what it really is I have kids that be outside. Then they said they HEARD pets barking from in my home and said they seen me outside with dogs walking them mind you my dogs are not at this location due to my lease agreement. Then to top it off they did a walk through with no pet in sight but to only find dog food which is for me to go feed my dog at another location. when I get off from work. Nowhere in the lease it says I couldn’t have dog food in my home but yet I got fines for that also. They did a walk through with no pet insight with stains still on the patio but they claim it to be pet waste. This is outrageous I just need help on resolving this last months issue.

  Business Response

  Date: 07/16/2024

  A lease violation warning notice was given to this resident back in December 2023, along with a photo of 4 dogs on the patio area. The violation warning notice included experts from the lease detailing the policies that were violated by having the unregistered pets at the apartment and leaving the pet waste outside. In addition to the photo proving there were dogs in this apartment, we have received several phone call and in-person complaints from surrounding neighbors, The complaints detailed that there are multiple dogs being left outside, barking, being walked daily, and leaving pet waste outside of the home. The major complaints from neighbors are due to the pet urine odors emanating from the patio of this apartment, and the pet urine left running down the common area walkways from the patio of this apartment. Because of the nature of the different pets coming and going from this unit daily, it has been understood that the residents are operating some sort of pet sitting or pet care services/business from the apartment. It has been known that the pets are at the apartment regularly but are not permanently residing in the apartment.
  After the pet policies were violated, and reminders were given in December, this resident was found in violation of the pet rules again in July 2024. A violation notice was given on 07/02/24 for unregistered pets and pet waste on the patio, and on 07/03/24 for running a business out of the apartment home. In addition to pet urine, there have also been pet feces left on the patio area on multiple occasion, including in the photo provided along with the 07/02/24 violation notice. At the time of these notices, the residents admitted there were dogs in the apartment, but insisted that the dogs were no longer there. They agreed to permanently remove the pet(s) and make payments for the first fines ($350 for 1st unregistered pet violation and $50 for 2nd pet waste violation) issued to their account at that time.
  Following the conversations about the pets that took place between our team and these residents between 07/02/24-07/05/24, the residents were seen by staff with dogs in the apartment again yesterday. During a property walk, one of our leasing agents witnessed this resident walking out of the patio area with a dog that was not on a leash. The leasing agent mentioned to the resident that the pet must be on a leash at all times while outside of the apartment, to which the resident responded, “my dog?”. The leasing agent replied, “Yes, the dog needs to be on a leash when outside”, and the resident immediately walked back to her apartment, letting the dog inside the apartment with her. Later that evening, one of our property managers was walking from the office to her on-site apartment when she witnessed a resident of this apartment open the door to leave the apartment. When the resident opened the door, the manager could hear multiple dogs barking inside the apartment, and the resident quickly shut the door before the manager could get video recording or photographic evidence of the dogs in the apartment. A lease violation notice was issued yesterday, July 15, 2024 along with the 2nd lease violation fine of $500.00.
  After receiving the notice for the 2nd unregistered pet violation yesterday evening, the resident began insisting that there has never been a pet in the home and there was not pet waste outside on the patio area. She now claims that the photographic evidence of the pet urine and feces on the patio is from mop water and that the staff’s eyewitness accounts of the pets in her home are false. In addition to the leasing agent and member of the property management team, there is another on-site maintenance staff member that lives near this resident and has witnessed the dogs at the apartment on a daily basis, including after the 07/02/24 notice was issued. This team member is currently checking his outdoor security camera footage to see if it captured video evidence of the pet(s) being walked outside in recent days. Currently, we do not know if there’s video proof. The resident agreed to allow office personnel into her apartment today to prove her claim that there were no pets present in the apartment. During their inspection of the apartment, pet food, supplies, and pet hairs were found inside the dining room closet, which was considered evidence that pets had recently been in the home. In addition, pet urine odors were observed in the patio area despite the concrete surface being cleaned off. Also, pet policies apply to all pets, including reptiles, and an unregistered pet lizard was observed inside the apartment today. With all of these details, the resident was informed that the lease violation fines would not be waived.
  I have attached the photographic evidence along with copies of the violation notices and emails. The fines will not be reversed. Please let us know if there are any additional questions or concerns. 

• Initial Complaint

  Date:07/20/2023

  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 signed a lease with this property. After moving in I was not told that it was not safe in this area. I was told that they had security. There was a triple murder on 6/2/21. Then a body found 1/4/22. My son opened the back door a month later to find another 17 year old on the ground at our doorstep at 5 am. During thanksgiving of 2021 my car was shot and my next door neighbors had their bedroom shot. On 2/27/2022 a resident living directly behind me moved her son in and he kicked in the back doors at 9:30 am. The apartment complex response was for me to secure the apartment best way I could. I had to go 2 months in the heat because they would not fix the AC system. I had to sleep at my friends home because of the heat and I feared for my safety. I finally found a place to move. I went to the office and asked if I could leave. They had me sign a piece of paper. I thought that ended it. It was one month early on the lease. Now they want to sue me for this. Pleas help me. When I signed and talked to the man and Nadia they had lead me to believe that I would not owe them. Now they just sent me a letter from a collection agency. I had talked to them a few months after I left and they told me that everything was clear.

  Business Response

  Date: 08/07/2023

  I've included copies of the email correspondence with the resident as well as a copy of the signed Tenant Acknowledgement of Vacating and Continuing Responsibility for Payment of Rent form. The resident was informed at the time of her departure that she would remain responsible for the remaining rental balance owed on the account. At no point was the resident led to believe that she would not owe the remaining rental balance owed on the lease. The option to resolve the final balance owed via payment plan was offered with no response from the resident. 

  
  Service requests are responded to in the order that they're received and also based on the severity of the issue, with time sometimes needed for the order & delivery of needed parts and/or scheduling with needed vendors. If an A/C is unable to be repaired immediately due to these factors, a portable AC unit is provided by our office for use until such times as the repairs can be completed. The door to this apartment was replaced as quickly as possible. While we cannot guarantee safety, we do have several measures in place as deterrents. Our community is gated, we have security both on foot and in security vehicles that patrol the property daily, and we have local law enforcement living on site as courtesy officers with their patrol vehicles present at the community. In response to the incidents mentioned in the complaint, we increased the security presence and added stationed security at the property gates to monitor everyone entering the property. 

  
  At this time, the account is placed with a Collection Agency and payment plan arrangements can be taken up with the collection's agency at the former resident's request. 

  Customer Answer

  Date: 08/08/2023

  
  Complaint: 20350690
  
  I am rejecting this response because:
  At the time I went and talked to them they knew the stress level I was in. They knew that I was scared. I wanted out of the complex. I was under the understanding that it was done and over with. I am just trying to resolve this matter to peaceful situation. There were to many problems on their side. 
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:06/07/2023

  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’ve paid these people a deposit and first months rent. They refuse to give me back any of my money and I haven’t slept there not one night. The ceiling leaking. The air is broken. I have many videos with the dates. I was suppose to move in on June 2nd 2023 it is now June 6th 2023 and they still haven’t solved any issues. The walls and floors are full of water and it smells like mildew inside the unit. I am currently 8 months pregnant and I have two other small children one with asthma. These people are giving me the run around about this apartment. It is not livable here. I wouldn’t recommend anybody move here. I don’t see how they are still in business. I don’t have money to spend everyday trying to find a place for me and my children to sleep. This is totally unacceptable. And they say they won’t let me out of the lease because the unit is livable. When the water was never working in the bathroom, the floor was soak and wet , the roof leaking and the air don’t work! But they say it’s liable!

  Business Response

  Date: 06/15/2023

  When the leasing agent did a final walk through of this apartment prior to the move-in, the A/C system and bathroom faucet/water were working and there was no water leaking from the ceiling. Professional painting and cleaning vendors were hired to make sure the unit was ready for the move in, and the unit was in habitable condition at the time of the move-in. Later after the move-in, the resident reported the leak and a problem with the A/C system, and an HVAC vendor was immediately contacted to make the necessary repairs. Also, around the time of the move-in, the water to the entire property had to be momentarily shut off to resolve an emergency issue at another location. When the water was turned back on shortly afterward, it triggered a part of the tub faucet to come loose, which obstructed the flow of the water to the tub. Once reported, the part was replaced to restore the water flow to the tub.

  
  The tenants’ concerns were brought to the property manager’s attention on 06/07/2023 at which time the reported issues were immediately investigated, and follow-up actions were taken to resolve all outstanding issues as quickly as possible. During a follow up conversation with the resident on 06/09/2023, the property manager agreed to a mutual termination of the lease agreement and a refund of all monies paid. 

  Customer Answer

  Date: 06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20153100, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:08/05/2022

  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.

  From the day we moved in on June 17, to now, August 3, it has been a constant back and forth between the management and myself about the issues within the apartment. For starters, they ask that everyone write down anything that was damaged or broken before they moved in so that the new tenants won't be charged at the end of their lease. I marked a long list of things that were wrong on our first day, and continued to do so until June 20 when I had to turn that paper in. Upon turning it in, I was told that it will not be looked over should the unit need maintinance and thus had to re write everything that was an immediate health hazard. The first health hazard were the fans in both bathrooms. Neither of them worked, the upstairs bathroom where the shower is had (and still dose not have proper ventilation) no fan, no fan cover, and no way to properly and safely allow for the circulation of air. My partner and I have had to continuously clean bleach off the wall when it grows back. This is a violation of the lease on their part, and a MAJOR HEALTH HAZARD as I have very sensitive skin and sensitive lungs and CANNOT and SHOULD NOT be breathing this in 24/7. The second health hazard was the water and the water tank. It smelled like rotten eggs for the better part of two weeks and we could not drink it, nor could we use it to clean the apartment and our dishes. Running all three sinks and the shower, it would come out grey and smelling of eggs. We had to pull teeth and nails to get them to drain it, only for the egg smell to some back. Which leads me to my third, health issue. If the mould in the shower was not enough, then the water damage and mould around the shower certainly is as it has never had a solid repair. It's just been shoddy patch over jobs. The managers want to spam us with lease violations about rent not getting paid on time, which is has, when they have been in a direct violation of the lease themselves since the very first day. The pest control is racist.

  Business Response

  Date: 09/07/2022

  We thank our residents for providing their feedback and letting us know about the issues presented to them at Fairway View. Our team strives to set a high standard for ourselves and our community, and we are truly sorry to hear that standard was not met in their interactions with us. Our residents are provided with both a move-in condition report and access to a resident portal account at the time of the move-in. The condition report is for the resident to note the condition of the apartment at move-in for comparison to the condition of the apartment at the time of their move-out. This is used so that if there are any non-serviceable/replaced cosmetic issues at the time of move-in, the noted items will not be billed to the resident for repair/replacement at move-out. The resident portal access is given to our residents for them to create service requests for any items/issues that need maintenance attention. For this apartment, service requests were first created on 07/05/2022 and brought to management attention on 07/08/2022. Since then, management has been in regular communication with the residents, with service scheduling accommodations made to coincide with both the residents' and vendor's availability. The initial complaints have all since been resolved with updates provided to the residents along the way. The residents were also offered the opportunity to transfer to another apartment with the transfer fee waived. We remain in regular communication with the resident as a new issue was recently brought to our attention. We will remain in contact with the residents, providing updates as they are received, until the current issue is resolved as well. 

  For many years we have utilized a very reputable pest control company with over 25 years in business and a 5.0 or 5 star review ratings across Google, Facebook, Angie's List etc. We were sorry to hear that the resident had a negative experience with the pest control provider and quickly investigated the claim. In the investigation we learned that the experience stemmed from the pest control's policy of maintaining a distance of at least 6 ft between themselves and the occupants/pets of the apartments/homes they're servicing at all times. Due to Covid 19 concerns and the nature of the chemicals they are using for pest control, they often ask residents to step outside of the room, apartment. or to stand a safe distance away from the area they are treating. This policy is primarily to protect the residents. Because of the nature of the chemicals, and due to the fact that the pest control personnel are often in several other apartments/homes prior to their arrival, they do not want to pick Covid or anything else up and pass it along to the resident, and they do not want the residents to have any negative reactions to their chemicals. The request to maintain a safe distance during the treatment of this apartment did not go over well with the resident, who requested that we not send the pest control personnel back into the apartment. We have offered to have one of our staff members accompany the pest control personnel to this apartment if the resident needs services in the future. Prior to this complaint, and since the complaint was received, we have not received any other complaints of this nature regarding the pest control personnel/services. 

  We will continue to communicate with the residents as we work through the current maintenance issue, and we encourage the residents to continue to reach out to management via email or phone (************) should they have any additional questions or concerns.