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:02/13/2024

  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.

  We pay $1,875 in rent monthly. We have had two leaks since Oct 2023 and both have created mold/mildew under the carpet of our bedroom. The leak this month is from the water heater and has taken over a week to fix. We did not sleep in our unit for 5 days because of the smell, and I am allergic to mold and was having sinus issues. It is still not fixed and when you step on the carpet of our bedroom, a puddle of water rises. I have had to throw away my entire dresser because of the mold growth. They claim they can only let us out of the lease or move to a new unit if "You can't stay in the apartment" (which we didn't)! The property manager and maintenance guy told us if there was mold, they would have seen it already, and any time we didn't spend in the unit was our choice. We have had our washing machine leak, sink drain blocked (which they actually got someone to fix within a day or two). They do not provide updates on the progress or issues. I asked if they were going to pull up all the carpet when they fix the leak to check for mold and they said, "we will wait for the floor to dry then replace the carpet", which I am not comfortable with as our entire apartment smells like a wet towel. They declined our request to break the lease and transferring units.

  Business Response

  Date: 02/27/2024

  Hello, 

   

  I am the property manager at Renaissance Hills. I have spoke with this resident previously about the leak they experienced in their home. The leak was resolved and the issues in the home have been resolved. We had a certified remediation company do the work. After meeting with the residents they requested we have someone come out and inspect the apartment since they were concerned about mold. We had a certified remediation company come and complete an inspection and they found that the moisture levels were in a normal range and not affected areas were present. To my knowledge the residents were present for that inspection. We have completed all the repairs and resolved this matter for the residents. Please let me know if I can assist further with this complaint. 

   

  Thanks, 

  Jackie ********* 
  Senior Property Manager Renaissance Hills of Ellicott City 

  Customer Answer

  Date: 02/28/2024

  
  Complaint: 21283504
  
  I am rejecting this response because:
  

  The carpet was sanitized but there were NO inspections done. We asked the guys who came for the carpet if he was testing for mold and he said “I’m just the guy who puts down the carpet. The wall doesn’t smell like mold”. That was the last encounter we’ve had with any maintenance or outside company. Since then, our door doesn’t close properly because the wood is swollen from the water and again, no mold tests were done. The statement that normal levels of moisture were found is a complete lie as nobody has tested the moisture levels!!! 
  

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

  Business Response

  Date: 03/07/2024

  Hello, 

  We did perform a moisture inspection that is attached. I do not see a work order in for the door. I did put a work order in for maintenance to come take a look at it. Please let me know if you have any other concerns. 

   

  Thanks, 

  Jackie ********* 
  Senior Property Manager 

  ********************** 

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  • Leasing office do not reply to emails or voicemails. • They offer a credit if you refer someone, but won't honor that. I’ve been following up on my referral credit since April 2023 and they haven’t done a thing about it (it’s Jan 2024 now). • Some rampant drug dealing in the complex. • Dirty and over flowing dumpsters but you get charged $15 for trash every month. • Shattered broken glass on the roads that they never clean up. • Gym/clubhouse was promised to open in Spring 2023. A year later…. still nothing. • The lease says that they gave you 2 key fobs and 2 mail keys but you only get 1 mail key and 0 fob. Pretty sure they’ll try to claim that you just lost it and will charge you for that. • Maintenance people show up to your door and are very persistent to come in even when you DID not call any maintenance request. • Takes pride on the renovated units but the materials and quality are horrible. • I believe they are doing false advertising about “luxury living” that they claim they can offer.

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  08/10/2022 **** ******* ***** ******* ****************, ******* ************* XXXXX On July 21, 2022 I submitted a maintenance request in the form of a work order to the Renaissance Hills at Ellicott City Leasing Office Staff to report the Air Conditioning Unit stopped working. I reported the Air Conditioning Unit is blowing hot air at 82 degrees Fahrenheit. The Leasing staff assured me the work order was an emergency and would be fulfilled the same day. The an email notification was sent stating the following: The service request for service issue #XXXX-X, 'A/C does not cool properly' was created on 7/21/2022 4:20:00 PM. Your service issue is estimated to be completed by 7/23/2022 4:20:00 PM. Renaissance Hills at Ellicott City ********************** Ellicott City, MD XXXXX-XXXX (XXX) XXX-XXXX Unfortunately, the Air Conditioning Unit was not repaired by 07/23/2022. I followed up with the Renaissance Hills at Ellicott City Leasing Staff on 07/26/2022 and sent the Property Manager, Stacey ******* an email on 08/04/2022 when the service request was not addressed. In addition, I submitted a maintenance request via phone for the dishwasher not working as well. The service request for service issue #XXXX-X, 'DW does not clean properly' was created on 7/26/2022 12:06:00 PM. Your service issue is estimated to be completed by 7/28/2022 12:06:00 PM. Two weeks later, a maintenance tech came to our unit provided portable air conditioner after spraying coil cleaner on the A/C coils on 08/01/2022, yet failed to fix the dishwasher. On 08/05/2022, the maintenance tech picked up the portable air conditioner, stating he will come back to charge our A/C with Freon. It is now 4 weeks later, and our air conditioning unit and dishwasher is still broke, despite multiple emails to the property manager, Stacey ******* and follow-up with the Leasing Staff. The tickets were closed with no repair. Our apartment home is over 80 degrees. Please help us. Thank you

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/24) */ To Whom It May Concern, In regards to: 3125 Wheaton way #G Ellicott City Md XXXXX Please be advised that we have made every attempt to address all concerns at the above listed residence. However, it is our position that the resident has violated their lease agreement by filing a complaint with your office while denying us entry to make repairs. The resident has changed the locks on their unit rendering us unable to enter during regularly scheduled times to address their concerns. Not only have they changed the locks, but they have also been refusing to provide us a copy of their keys. Moreover, our maintenance team is met with resistance when they do attempt to make repairs if it does not line up with the resident's personal schedule. This is also a violation of their lease. A lease violation was issued to the resident because of this matter. Do not hesitate to contact us if any additional cooperation is needed.