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:11/13/2023

  Type:Sales and Advertising 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.

  The property withheld $169 from me because their office was closed on the day that I moved out, stating that since no one was physically there to accept my keys physically, that I had to pay for a full day in the unit. The keys were returned on October 1st in an envelope which I was directed to to do in an email.

  Business Response

  Date: 11/20/2023

  Hello,

  The account formerly held by *************************** was closed the business date in which our offices received keys.

  Also attached is documentation from PHA outlining ********************** responsibility should the unit remain in possession of the unit after 09/30/2023.  

  Customer Answer

  Date: 11/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: My move out date was for October 1, 2023 and I returned the keys on that day. It’s not my fault that the business was not opened when I dropped off my keys. Also, the instructions that I was given was to drop the keys off in the overnight drop box. It was impossible to turn my keys in before the 1st and move my belongings out. I wrote a letter stating the my lease was up on September 1, 2023 and that I needed an extension because my apartment wouldn’t be ready until the 1st of October, which I was granted. Also, the company tried to change me $1900 dollars and I contacted the Prince George’s Housing Authority to confirm that the paid their portion and was told that they had already paid Franklin Park for September’s rent. I was told to pay $165 so it doesn’t make sense that they won’t admit that moving out on a Sunday automatically result in being charge an extra day because no one was “physically” in the office to accept my keys. Why does that fall on the residents? This company enjoys, bills and diming their “loyal” residents. It’s so disappointing and distasteful that this can’t be resolved with returning my $169. It is the least that they can do after spending years of roach and mice infested living there. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  BEGINNING TUESDAY JULY 25TH 2023, WATER BEGAN TO LEAK THROUGH MY CAPRET IN MY BEDROOM FLOORING CAUSING A REALLY BAD MOLD AND MILDEW SMELL. THE WATER SPREAD THROUGHOUT SEVERAL AREAS IN THE BEDROOM WITH PUDDLES OF WATER FORMING IN THE CARPET. MAINTENANCE WAS OTIFIED OF THE ISSUE AND IT TOOK THEM TWO DAYS TO COME AND ISNPECT THE LEAK. I WAS INFORMED THAT THE TUB WOULD HAVE TO BE REPLACED DUE TO A CRACK IN THE TUB. HOWEVER THERE WAS STILL NOTHING DONE TO STOP THE WATER LEAKING INTO THE BEDROOM CARPET. ON FRIDAY JULY 28TH, 2023 A MAINTAINENCE MAN CAME AND REMOVED THE INSULATION FROM THE CARPET AND THEN REPLACED THE WET CARPET BACK. I HAVE CONTACTED MAINTENACE MULTIPLE TIMES AND HAVE HAD NO RESPONSE AS TO WHEN THE ISSUE WILL BE FIXED. i AM CURRENTLY SLEEPING IN MY LIVING ROOM WITH MY 2 YEAR OLD SON AND THE HOUSE HAS A TERRIBLE MOLD AND MILDEW SMELL TO IT. I AM ALSO CURRENTLY 5 MONTHS PREGNANT. AS OF TODAY A OUTSIDE CONTRACTOR CAME IN TO REPLACE THE TUB HOWEVER THEY ARE UNABLE TO FIX THE ISSUE BECAUSE THE PIPE UNDER THE TUB IS BROKEN AND FILLED WITH MUD. I AM NOW STUCK WITHOUT A TUB AND A HUGE HOLE IN MY FLOOR.

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  I am a senior citizen who resided at Franklin Park Apartments since October of 2021. I have had problems with serious roach and mice infestations, drug use and smells entering my apartment when I have asthma. These problems have cased me to incur extra expenses because I keep lights on all night to deter pest activity; I also order out food because I am not comfortable cooking. In addition, I have had several asthma flares due to smoke fumes. I have been communicating my concerns to the property management and maintenance supervisor since October of 2021. I have now had enough and have moved out and the property is now suing for breaking my lease. I think they should not only waive costs but I should receive a relocation allowance due to this extreme situation. In addition, based on my complaints about my neighbors drugs, my safety was put in jeopardy because this was communicated to my neighbor.

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair 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.

  Due to the heavy thunderstorms about 3 days ago, the A/c unit closet in my sons room was leaking badly which flooded half of his room, the hallway & my dining room area. The carpet needs to be changed because I cant live under these conditions with my kids.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair 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.

  I have requested 3 times now for my sons room to be painted because the paint is chipping in the room & each times they send someone out to come take pictures of the room then tell me someone from the rental office will reach out to me but yet nothing has been done about. I would have also name the other issues of this apartment complex but it am not here to make the apartment management look bad. I would grateful appreciate it if my husband issues will be solve.

• Initial Complaint

  Date:02/27/2023

  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.

  On February 15th I visited this property to view an apartment. They made me fill out an application to view the space, charged me $135.00 and then told me that my mom had to fill out an application as well to be charged $135.00 as well. If the application was denied I would be refunded. 2/15 i was charged $135, on 2/16 my mom used my card and was charged $270.00. Franklin park owes me $335, as I was aware $70 ($35.00 per application) would be charged and non refundable. I asked them about it and they said it would be refunded but it has not happened. Now they will not return my call. I want a check as I've had to cancel my account because of this. Someone needs to explain. I have the screenshots of the transactions that posted and cleared on my account. I want my money!

  Business Response

  Date: 03/27/2023

  Hello *******, please note Franklin Park administered a refund of $200.00 directly to the card account used during the application process. Reference number for the transaction is as follows: ***********. Please do not hesitate to contact the property should you have any additional needs or questions. 

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair 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.

  To whom may concern,My name is **** and Im a current resident at Franklin Park Apartments. I have been living in this apartment since August 2022. My moving experience was great however three weeks living in the apartment my apartment was flooded with back up sewage. I was OK with the first flood as I understand things tend to happen and they are somethings you cannot stop from happening. 45 days later my apartment, yet again was flooded with the same sewage issue and here I am yet again Christmas weekend and my apartment is yet to be flooded again with the same sewage issue. I have contacted The Property Management as I spoke with management and apparently this wasn't supposed to happen again and here I am Christmas weekend. I repeat Christmas weekend dealing with the flooded apartment for something I had put in a ticket in for both times to asking maintenance to check the sewage, asking to make sure that this does not happen. I have done my part and I feel as if I am being ignored as a resident. However, if I fall back on my rent I am wrong. I had to pay for a hotel twice because of this because of inconvenience at this point I am frustrated its not an issue with my apartment. Its an issue with the plumbing that needs to be fixed , and yes I can move out of the apartment but that is not going to fix the issue with the plumbing. God forbid somebody moved into this apartment and cannot do what Im capable of doing. At this point its interfering with my job with my daily life, and now it has ruined my holiday. This holiday I had family and friends coming over, which would no longer be doing so because of the inconvenience of the flooding. I would also like to add, this is a known issue for this apartment, and two of the residents have moved out of this apartment, and the one beside me due to this issue in the past year.I have photos and videos are from three different occasions from 08/2023-12/2022. I also have multiple work orders Ive been putting in with the last one being put in 2 weeks ago and as well as my insurance State Farm documents. Sincerely, ****

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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.

  We are ending the first year of our lease and though the apartments have been nice, there is an EXTREME mouse problem. When we first moved in, within a month we saw mice and roaches despite being very cleanly and washing dishes, sweeping, and wiping counters with bleach every day. We called maintenance and they sent exterminators out. Two weeks later, the mice were back.In our year of living here, there has not been 2 solid weeks that have gone by where we did not see roaches or mice. The pest control unit has sent exterminators out multiple times but the problem seems like an infestation of the entire unit.My husband has also caught about 10 mice himself over time using traps, but the problem continues. I don't feel safe in my own apartment. This is a DISGUSTING issue that the apartment clearly is failing to control.

• Initial Complaint

  Date:10/22/2022

  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.

  1. The apartment facility has been without heating for a week with 30 degree weather. I have communicated with the apartment complex to try to determine when heating repairs would be complete and to see what accommodations would be provided in the interim. I have been given no information on the status of repairs and was told that no accommodations would be provided.2. I have had roach and mice infestations in my apartment for over year. I have submitted complaints and have received treatment but the situation still exists. I am afraid to turn off lights and did not cook for over 6 months due to this issue.

  Business Response

  Date: 11/14/2022

  Hello,

  *********************'s apartment home was serviced by our Maintenance Team upon notification. To date all concerns have been addressed. Should any additional concerns arise, our residents are able to contact our offices and request service by logging into their Welcome Home Resident portal 24hrs a day at www.FranklinParkLiving.com/residents.