Complaints

This profile includes complaints for Quest Management Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quest Management Group LLC

  400 Red Brook Blvd Ste 120 Owings Mills, MD 21117-5172

  
• 

  Quest Management Group LLC

  11 Cinnamon Cir Randallstown, MD 21133-5003

  
• 

  Landmark Apartments

  5603 Cypress Creek Dr Chillum, MD 20782-3507

• 

  Quest Management Group LLC

  1 Western Wind Circle Baltimore, MD 21244

  
• 

  Quest Management Group LLC

  6 Brubar Court Baltimore, MD 21207

  

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:09/23/2024

  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.

  I have lived at ******** ********** for almost 12 months in a 2 bedroom/2 bathroom apartment paying $1681 a month. Around maybe halfway through my stay at ********, I began to notice water damage forming at the bottom of the cabinet in one of my bathrooms. I put in a work order on 6/11 for the issue to be assessed and fixed. Maintanence came to my apartment and assessed the issue and declared the problem resolved. After a few weeks I noticed that the water damage got worse as it began to go up the cabinet. I put in another work order to maintenance. In which they came out and assessed the issue and declared it resolved. On August 6th I put in another work order as the damage began to worsen. In this particular work order I requested that the cabinet itself be completely replaced as it was damaged to the point where the cabinet began to buckle slightly at the base. Maintenance once again came out to assess and declare the issue resolved. The issue had persisted and is now to the point where mold has formed on the walls and cabinet of the bathroom and I have restrained anyone from using it to avoid any further health hazards. This has resulted in my operation of a 2 bedroom/1 bathroom apartment while paying for a 2 bedroom/2 bathroom apartment.

  Business Response

  Date: 09/24/2024

  Good Morning, thank you for allowing us the opportunity to address any ongoing maintenance concerns that you may be experiencing.  My name is ******* S*****, VP Property Management, for Quest Management Group. I would love the opportunity to ensure that all issues have been resolved and you are welcome to contact me directly at *******@Liveqmg.com if you would like to address the maintenance issues directly.

  I did have the opportunity to speak with my Maintenance Supervisor, Felix, and Community Manager, Dan.  In looking at your work order history, it does appear that you have reported issues with the vanity that I want to ensure has been resolved for you. It is my understanding that the drywall that you included in your original BBB complaint has already been repaired and completed on September 20th, 2024. Can you please confirm that this work has been completed. I do see that there is one work order that requires follow-up in our system currently, which is to replace your bathroom vanity. My team said all of the drywall is currently dry and they have not identified an active leak since the original report. If this is not accurate, please let me know so that I may investigate this further. 

  Our goal is to ensure all issues in your home are promptly addressed and I would love the opportunity to work with you to address any further outstanding issues that you may be having. I appreciate you taking the time to reach out and we look forward to resolving all issues with you. 

  Thank you, 

  
  

  
  

  Customer Answer

  Date: 09/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is very disappointing that circumstances had to get this extreme in order for a decent repair to take place. I have had to put in 5 work order requests in which little to nothing was done to resolve the matter after i stated clearly in the work orders that there was leakage and water damage. In on instance the maintenance personnel used my personal hair dryer to "dry up" the water damage. As a result of the lack of attention to my requests my sons and I were reduced to using one bathroom and in 2 bathroom apartment. I feel it unfair that this complex proceeds to hound me for rent for a 2 bedroom/2 bathroom apartment but we were reduced to only 1 bathroom even when adequate pictures and notifications were sent to maintenance. For this issue to now be taken seriously and is being resolved upon my exit of the community is unacceptable. After pay my remaining balance you will have full payment for 2 bedroom/2 bathroom apartment while that is not what I received the duration of my stay here at ******** **********. I understand that rent was still due but given the amount I was paying and my continued effort to ensure that I would not fall too behind in my rent, I expected the same urgency in resolving a matter that produced a health hazard to my sons and I.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/01/2024

  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.

  I moved in June 17 of 2023. Ever since I moved in it been hell. The manager Kristen should not be a manager at this location. She is raciest and she discriminates against minorities . I have 20 people in my complex who agree. Every pays they rent late sometimes so she decided to not fix my washer dryer for over a month also moved in with no working bathroom . Roaches every where and all she gave was 100.00 credit . She also harasses people for rent by leaving threatening notices on the door saying she will send someone in our house if rent is not paid that day. I then sent her email and flyer to the Maryland landlord tenet affairs where they have to contact her and tell her she is wrong; for that she said my lease is not able to renew and I need to vacate : I laughed at her and said why she said u we’re late on ur rent . lol no that does not make u not renew a lease . I am Not moving out til court comes and the emails will be shown in court. This company needs to get a new manager at the ***** apartments that is fit to work with minorities and assist rather then threat and send harassing emails. The ***** apartments are located in silver spring 20904. She needs to fix everything in my apartment properly and then ask for rent on time her threats are rascist . She don’t send me mails and threats to other people who have rent past due more then 3 months .

  Business Response

  Date: 07/05/2024

  Good Morning,

  We are sorry to hear about your experience with us and I hope that my response can provide some clarity to this matter. I do believe that there is a misunderstanding and I think it would be beneficial to speak further surrounding any current issues that you are having in your home. I also attaching email correspondences that you have had with our on-site team, pest control logs, and a copy of the community newsletter.

  I am truly sorry that you feel that your experience was less than satisfactory, but I do think there are some discrepancies and misunderstandings in our communication with you. If there are any further maintenance issues in your home, we would be happy to resolve those for you. If you could please email me a list of your needed repairs, I would be happy to have a work order placed for you. You can email me at *******@LiveQMG.com. My name is Crystal S***** and I am the VP of Property Management for Quest Management. I would be happy to assist you further.

  However, I do want to address some of the maintenance issues and concerns that you have expressed to offer clarify to your situation. I hope this provides clarity and a foundation that we can move forward and communicate regarding moving forward. 

  I first want to address the W/D issue timeline: Resident submitted w/d ticket on Saturday, 12/9/23. Tech inspected w/d on Monday,12/11/23 and determined machine required parts but noted it was newer and confirmed w/me that the machine was still under warranty. Kristen then contacted ********* warranty and they scheduled a tech to come out on 1/9. Delay was stated due to the holiday. Resident informed & ticket updated. ********* tech canceled their appointment for 1/9 repair and rescheduled for 1/11. Resident informed & ticket updated. ********* tech came on 1/11 for inspect & confirmed ordering a particular replacement part. ETA given by ********* tech to receive part & install tentatively scheduled for 1/15. Resident informed & ticket updated. Kristen contacted ********* warranty on 1/15 for ETA on arrival and at that time they stated they needed to reschedule as part was not yet in as expected. Resident informed & ticket updated. ********* contacted Kristen on 1/22 to let me know part arrived and that the new ETA to install was scheduled for 1/29. Resident informed & ticket updated. Resident requested on 1/23 reimbursement for laundry services during this time. Kristen responded to her same day and said no problem and to please submit her receipt(s) for review & reimbursement. ********* tech arrived with part as scheduled on 1/29 but determined additional part was now needed. Resident informed & ticket updated. Rather than continue to wait any longer, we ordered a new W/D and moved the non-working W/D to a nearby vacant so when the tech came back the machine was still available for them to repair. Resident informed & ticket updated. Resident was very appreciative. New W/D installed on 2/2.

  Lease Renewal: Please see the email correspondences related to your concern and your responses. Management, at our discretion is able to place a non-renewal on any lease, just as the resident is able to place a notice to vacate at the end of their lease term. This is managements decisions and our decision remains the same that we will not be able to renew your lease at this time.

  Outstanding Rental Account Balance: Writ filed with MOCO court on 4/10 for Jan/Feb rent. It has since been paid & dismissed. Office sent balance letter via portal on 4/16 for remaining past due balances. Resident responded same day but to ask for the laundry credit. Kristen responded same day reminding her to submit receipts w/a deadline to submit in place. See attached as email correspondence 2. Gave 1 additional week to submit receipts for laundry. We never received receipts and laundry credit was placed on her account for the $100 as previously offered in lieu of receipts. You currently owes a balance of $5,422.45 dating back to April. This is a direct violation of your lease agreement.
  Court hearing for March suits (future April rent included) is set for 7/24 @1pm. Court hearing for May suits (future June rent included) is set for 7/31 @1pm. If keys/possession of home are not received on 7/8 as her non-renewal states, a THO will be filed in the District Court. 
   
  Pool Passes: Your pool passes are ready and available for you to pick up in the office. They have been available for you since May. It is my my understanding that you picked them up when you were in the office last week regarding getting a parking pass. If this is not correct, please let me know.
  
  Pest Control: Resident requested pest control services on 6/21/23 for roaches spotted. Completed and added for follow up the next week. Follow up inspect & 2nd good faith treatment conducted by pest control on 6/28/23.
  Resident requested pest control services on 10/2/23 for roaches spotted. On 10/4 home treated by pest control. Stating no f/u needed. See attached for pest control notes from services. To date, no further pest control complaints since October 2023.  If you are having issues, please let me know so I can best assist you.

  Overall, my office has responded to your concerns and have tried working with you in the best possible manner. I am sorry that you feel as though my team has not been professional or helpful to you. I do hope that we can resolve any further concerns that you may have prior to your move-out date. As mentioned above, you can reach out to me directly and I would be happy to assist you further. My name is ******* S*****, and I am the VP of Property Management for Quest Management Group.

  If there is anything else that we can do to assist, please let me know. I look forward to making the rest of your residency with us a smooth process.

  Thank you, 

  Crystal S*****

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service 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.

  Quest Management made me an offer for the renewal of my lease. They offer a lease renewal at 1,549.00 per month. However, they quote a price of 1,438 to any random person coming into the leasing office, and this is for a better unit than mine. (I'm in the basement. This unit appears to be a first floor unit.) I went to the local rental office to talk to the manager. He passed the ball to Quest Management. I called twice, leaving ample time for a call back, but they never called back.

  Business Response

  Date: 03/21/2024

  Good Afternoon, We have reached out to the resident and offered the following resolution to their complaint. We are waiting for them to respond to us with their decision. The Community Manager, Dan B*****, did not know of the residents concerns, but reached out as soon as this message was received. Dan spoke with Louis and reiterated that market rates fluctuate and can change daily depending on market conditions. We did offer the resident to keep his rate at the current rental rate. Dan offered to keep him at his current rent on March 20th, 2024, and the resident said that he would have to think about it. Dan agreed that he would send over the renewal offer showing no increase so he could review and think about it. Dan and the resident are going to email on Friday, March 22nd, 2024 to see what his decision will be to renew or not.  to see if he’s made a decision. This complaint has been reviewed and addressed and should be closed. 

  Customer Answer

  Date: 03/21/2024

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

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service 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.

  Called and left several messages and no call back. Left email address and no response. This has been going on for 2 weeks now. I need to file a claim for house damage and they are avoiding me.

  Business Response

  Date: 01/04/2024

  Thank you for reaching out regarding your concern. This community has rental units available and owner units available in this community, and this unit is not a rental but rather owned by Ms. ******. The issue at hand apparently began in November 2023 but the homeowner did not reach out to the office until last week. The rental office has very little to do with the owned units and instead the matter needed to be sent to our corporate office. As of today, 1/4/2024, our corporate office has spoken with Ms. ****** this morning and resolution is underway. This was not a matter of anyone ignoring a matter, she was simply reaching out to the wrong parties. The appropriate parties are handling the matter now. 

   

  Thank you, 

• Initial Complaint

  Date:12/14/2023

  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.

  I had a gas leak in my apartment, that I share with a roommate, that was dismissed over and over again by maintenance and management. The gas company was called by me when the smell was overwhelming, they promptly turned off the gas and stated we did have a leak. We needed a replacement stove, which was ordered by management and the gas leak was not fixed. I requested a mandatory county inspection of newly installed gas appliances, which management stated we would be charged for. I had to contact tenants rights groups to seek advice on how to approach the threat of being charged. Eventually we had the mandatory inspection scheduled without a charge to myself, which we failed. The gas leak was ongoing for nearly 3 weeks, and repeatedly not fixed though I kept reiterating the fact. In summary (I will attach detailed notes) I moved into this apartment in mid July, 2023. My initial complaint of a strong smell in the cabinet connected to the gas line on August 29th, 2023 was dismissed by maintenance. A qualified professional should have been sent out initially or by the maintenance employee who came out, to ensure it was safe or not. September 16th I called the gas company who closed our line and tagged our stove confirming a leak. A new stove was installed September 22nd, 2023, by maintenance who I asked about if he was fixing the leak; he had no knowledge about the leak. They installed the stove and opened the line, which continued to leak. September 23rd a difference maintenance employee came out to confirm there was a leak. September 25th contractors came to fix the leak, though I don't know if they were certified or licensed, management would not tell me. I requested compensation for rent for October 2023 for this situation and was denied. The mandatory county inspection was not done until October 11th, 2023. The whole situation was finally resolved on October 11th, 2023.

  Business Response

  Date: 12/14/2023

  On August 28th the Leasing Office received a service request from resident, ******* ****** regarding a smell of gas coming from the kitchen cabinet/stove.  Maintenance responded on August 29th and after using a gas detector found there to be no elevated levels of gas in the apartment home.  On September 16th resident contacted Washington Gas and the Fire Department who condemned the stove as a result of their findings.  A new stove was ordered on the 16th, was received, and immediately installed on September 22nd.  On September 23rd the resident called the office again to report the smell of gas and a Maintenance Technician did confirm there to be elevated levels of gas leaking, coming from the gas line/valve.  He turned off the line and a licensed plumber/contractor replaced the gas valve and connector on September 25th. Resident sent an email (see attached) to the Community Manager on September 22nd indicating that they were withholding $434 from the rent due to the matter and were advised that they could not arbitrarily withhold rent without either permission/approval from the Landlord agreeing to such an agreement and/or an adjudication by the court due to a rent escrow.  Further, it was noted that abatement of rent is not granted as outlined in the lease other than by Tenant utilizing any/all options in accordance with local law/statutes.

  On September 30th Tenant(s) contacted our Corporate Office requesting compensation for a credit equivalent to 1 month’s rent which was denied (see attached correspondence between Tenant and ***** ************). The tenant requested that we have WSSC conduct an inspection on the 30th of September for which we did.  An inspection was scheduled and concluded by WSSC on October 11th and passed on the 12th.  Notification of passed inspection and a copy of their written finding was provided to Tenant, by email (see attached) on October 12th.

  While we recognize and sincerely can appreciate that this matter caused an inconvenience to our Tenant(s), we did respond in accordance with the lease and the law.  In multifamily property management, it may sometimes take more than one response, troubleshooting measure, and/or effort to properly diagnose and/or repair a request – for which we did.  At no time did we intentionally delay or ignore the tenant(s) requests and we diligently complied with Washington Gas, the local Fire Department, and WSSC as required.  We are certainly open to discussing some form of amicable and equitable compensation for the inconveniences suffered, but do not find a one month’s rent equivalent or $434 to be amicable or equitable as resident maintained legal possession and use of the dwelling during this period. The tenant has not provided any proof of any financial loss or excess due to this matter and therefore we would not have any way to quantify or validate their request. 

  As such, should Tenant(s) be open to discussing a more favorable and equitable resolution, we would be happy to oblige.  Should you have any questions or further concerns regarding this matter, please feel free to contact me at (443) ******** during business hours.  

• Initial Complaint

  Date:08/02/2023

  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.

  See video and they are trying to charge me for the carpet. HILLTOP apartments and Quest Management is terrible

  Business Response

  Date: 08/04/2023

  ********** is a previous resident that moved out of our community on 5/9/2023.After completing his move out inspection, he was provided with a Final Account Statement with a balance due of $12,503.23 (see attached).  This balance did include a pro-rated, carpet depreciated charge of $719.00 but after careful review of the attached videos, work order history, and complaint, we have since removed the charge of $719.00 for the carpet and revised his final account balance due which is now $11,784.43 (see attached).  The balance of $11,784.43 is due to unpaid rent, utilizes, late, and legal fees.  Mr. ******* made no attempt to satisfy his past due balance and thus his account was sent to ****** ******** for collection.  Please be advised that the revised account balance has been reported to ****** ******** and they will adjust said debt accordingly.   
  While Mr. ******* did have a valid dispute related to the charge for carpet, for which we have remedied since his complaint, we are aware that he has been trying to obtain residency with another apartment community and has been denied due to the outstanding balance due to Hilltop Apartments/Quest Management. He has made several attempts to contact Hilltop, Quest Management, and ****** ******** requesting that we remove - what we deem as a legitimate and true -balance from his credit report so that he may obtain housing. 
  On 7/19/23 Hilltop Apartments received a request for rental verification from *********************** (see attached) with Mr. ******** consent, to provide information (see attached).  It appears that upon *********************** receipt of our completed form, they denied his application, due to the amount of past due balance.  ********** then called the office to indicate that we were in violation of his rights under the Fair Credit Reporting Act and indicated that he wanted to dispute the balance.  He was given the contact information for ****** ******** and advised that he would need to contact them directly with said request for which he did.  And received confirmation of their receipt. 
  ********** does in fact owe the balance and thus we do not find cause to indicate otherwise.  As stated above, we have adjusted his final account statement and removed the carpet, for carpet and should anyone have any other questions or concerns regarding this matter, we would be happy to discuss it further.  Please find attached all correspondence related to this matter. 

• Initial Complaint

  Date:06/29/2023

  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.

  Bugs are possibly coming out of the backs of the cabinets in my apartment. I have mentioned this to the rental office and this is still occurring. They have sent pest control, but not sure what they do. I would love to just be able to move with no penalty.

  Business Response

  Date: 07/07/2023

  Mr. ***** previously reported seeing bugs inside of his apartment home and was serviced on 4/28/23.  He again, reported his concerns regarding bugs on 6/29/23 and was serviced by our pest control company on 6/30/23.  According to the responding pest control technician, there was little to no activity on either date but as a precautionary measure, we have scheduled to have his unit serviced on 7/11/23.  Mr. ***** has been notified of the scheduled service date and we will follow up with him accordingly, upon service completion to ensure that he is satisfied with the outcome.  Please let me know should you have any follow up questions and/or concerns, and I would be more than happy to respond promptly.  

• Initial Complaint

  Date:06/29/2023

  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.

  This ceiling in my bathroom is still leaking. When I allowed the office to notice, maintenance mentioned that they would get this resolved. When someone came and did not listen to what I said about it not being upstairs, maintenance again went the same place they observed three months ago when this complete was first issued to them. When maintenance came to check the ceiling, maintenance mentioned that they were going to come back and try to figure out if they needed to be plumbing, but maintenance failed to do so it in has been one month since they came when I called and said that it is continue to leak , at this point, I just want to be able to leave the apartment without a polity and breaking the lease. At this point Im sick of walking in my bathroom and night and my floor is wet. This has been happening for too long with it not being resolved.

  Business Response

  Date: 06/29/2023

  Mr. ***** has in fact had a series of periodic ceiling leaks/repairs within his apartment home stemming between March to June 2023. As we indicated in our previous response (re: Complaint ID ********, 5/4/23) we sincerely appreciate his frustration but like the previous leaks in his apartment, each incident is and continued to be a separate and isolated event stemming from various sources and subsequently requires various and separate repairs. Albeit an
  inconvenience, in multifamily housing service repairs including leaks are inevitable, but we continue to consistently respond within the customary and appropriate time frame required to address any/all repairs.

  Nonetheless, our maintenance team serviced Mr. ****** apartment today, June 29th and found a pinhole by the spout leading to the faucet which was a different area from the previous leaks in the apartment. Mr. ***** was present when they performed said service and was advised of their findings. The Community Manager, Melrose Abiara contacted the resident to follow up with him and to ensure the service had been completed. She explained to him that due to the age of the property, it is possible for what may appear to be the same issue to have different causes which was the case with this situation. During this conversation Mr. ***** did express his desire to terminate his lease agreement without penalty and in an effort to find an equitable and amicable resolution to his ongoing dissatisfaction, he was given the option to provide a written 60-day notice of his intent to vacate and we would forgive any further legal or financial obligations to the lease. 

  Mr. ***** agreed to the terms aforementioned and provided his 60-day notice of intent to vacate the apartment located at ****************** #*** on or prior to August 31st, 2023. He understands that he will be rent responsible up to that date and any future rent thereafter will be forgiven.  We asked that he continue to notify our office should he have any other maintenance concerns (including any leaks) during his notice period so that we may continue to respond promptly and preserve the asset in accordance with our obligation as the Landlord.  

  Attached you will find a copy of a follow up email by the Community Manager to Mr. ***** along with the Notice to Vacate form provided to him.  He was asked to have said form completed and returned to the leasing office as soon as possible in addition to providing us with a forwarding address so that we may forward his final account statement along with security deposit disposition (if applicable).  We regret that Mr. ******* experience was less than favorable while living within our community and although we would have hoped for a different outcome that he could have found to be more favorable, we sincerely wish him all the best and appreciate his tenancy with Landmark Apartments/Quest Management Group.  Should you have any questions, please feel free to contact me directly at ***************** or by phone at **************.  

• Initial Complaint

  Date:05/08/2023

  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.

  Good afternoon, I am reaching out to you in regards to some issues I have been having with my apartment complex. I currently stay in *********** ******** names landmark apartments for about a year in a half. For about 2 months now I have been having issues with water leaking from my ceiling. maintenance had come countless of times and really have an idea what could be happening. They have cut out half of my bathroom ceiling to see the issue, says that the issue has been fixed and two days latter, water falling from my ceiling like a water fall. I have asked to be moved to another apartment but they stated that they don't do transfers for maintenance issues. This keeps happening and at this point I am not sure what I should do. At this point I want to just move to another unit that up to date with no additional feeds or something. I pay 1460 every month on time or before the 1st and this is unacceptable to be treated as such. Can you all help me on this matter?Thanks,

  Business Response

  Date: 05/09/2023

  Mr. ***** has in fact had a series of periodic ceiling leaks/repairs within his apartment home stemming between March and May 2023.  While an understandable frustration, each incident was separate and isolated, each event stemmed from various sources and subsequently required various separate and isolated repairs.  Albeit an inconvenience, in multifamily housing service repairs including leaks are inevitable, but we have consistently been responsive within the customary and appropriate time frame required to address said repairs. 

  
  In the process of trying to effectively identify and troubleshoot the source of the bathroom leak described in Mr. ****** complaint, it may have taken more than one attempt resulting in his ceiling remaining open for more than a day or two to ensure that we efficiently corrected the problem.   Mr.***** reported the leak coming from his bathroom ceiling on 5/3/23 @ 11:13pm and our maintenance team responded and repaired the leak on 5/4/23 @ approx.12:30pm (less than 24-hours).  Please be advised that once the leak had been repaired, we had to allow for the appropriate amount of time to let the structure dry thoroughly before re-installing/plaster,painting ceiling.   Should we attempt to re-install drywall,plaster, and paint over a saturated surface, this may lead to SFG growth and/or provide for other concerns.   

  
  Thus, all repairs including the re-installation of drywall,plaster, and paint were completed on 5/8/23. The Community Manager, Melrose Abiara for Landmark Apartments, did contact and speak with Mr. ***** to discuss his concerns, his request to be transferred,and confirm that repairs were being addressed and would be completed on 5/8/23 as described.  Mr. ***** indicated that he was satisfied with her response and repairs completed but acknowledged that he was frustrated with the lack of communication and follow-up.  As a company we encourage and appreciate any/all constructive feedback and will work to ensure we do better in our communication moving forward.   Should you have any questions, please feel free to contact me directly at ***************** or by phone at ************.  

• Initial Complaint

  Date:12/22/2022

  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.

  The amount of money paid to Quest Management is $2036 a month. Yesterday our heat was off for 24 hours and considering the temperature outside was below freezing I consider that unacceptable. That was the third time our house lost its power in two weeks. We filed a maintenance request two weeks ago and they sent someone out and told us the problem was "fixed" when it was actually not fixed at all. The lights were flickering and sure enough the power went out again yesterday. At 10 am I filed a complaint saying that our heat had been off since the night before. It wasn't until 3 pm that someone was sent and they didn't realize our entire circuit breaker needed to be replaced. They had to get new parts and an electrician didn't come over until 8 pm and it wasn't finally fixed until 12 am. We did not receive any reimbursement for spending 24 hours for no heat especially considering this would of been completely avoided if they actually fixed it the first time. Also, in the past we had a mice problem. We started noticing mice in December 2021 and the problem wasn't fully resolved until September 2022. That entire time there was mice in our bedrooms and in our kitchen. Mice were urinating and defecating all over our food and eating our food as well. A lot of our food was contaminated and we had to throw it away so we didn't risk disease. In that time period we had sent multiple requests to maintenance to fix the mice problem but they would put out a few glue traps and consider the problem solved but we would have mice the same day as they would avoid the traps. I finally sent them an email in September saying they were breaking the law by having us live in a residence infested with mice. After receiving a phone call from them I told them they were putting our health at risk by having us exposed to mouse waste. They finally used effective traps that used poison to take care of the mice and we hadn't had a problem since. I would like to receive reimbursement for rent paid.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/03) */ On December 2, 2022, Tenant (*) reported no heat at 9:21am and a maintenance technician responded at 10:00am to make repairs to heating system. On December 15, 2022, there was a community wide power outage caused by BGE that was not only specific or isolated to 2 Sandy Court. On December 20, 2022, Tenants reported a unit wide electrical outage at 9:44am and maintenance responded at approximately 12:59pm to discover that the electrical panel/breaker had melted and needed to be replaced. Management immediately contacted 2 different electricians as the first electrician stated that they did not have a new breaker panel in stock, and it would take an approximate 24-48 hours to obtain so we contacted a different electrician who responded (as an emergency call) at approx. 8pm and completed the installation/replacement at around 12:30am. The Community Manager, ****** contacted the primary leaseholder, ***** Glass at approximately 9am on December 21, 2022, to follow up and ensure work had been completed and to ensure there were no further concerns and ***** confirmed that all was working fine. Regarding the pest control issues outlined in the complaint, it does appear that there was a period for which resident was experiencing a pest control issue and we provided scheduled and responded to request upon receipt. As you may be aware, an infestation of mice and/or other pests often require more than one treatment of various forms and while we do understand that this process may have taken an extended period of time, we did respond, as required per our obligation as the Landlord. At no time did we ignore and/or neglect any requests made by the Tenant and we made every effort, working with multiple pest control companies, to remedy the pest control issues that were present at the time. While I can appreciate the inconveniences suffered due to both issues described in the complaint, for both matters, we acted with customary diligence to make the repairs necessary (particular to the repair and/or request made). As outlined in the lease agreement (Page 5-6; Paragraph 27) due to such repairs/requests we do not abate or concess rent for such matters as the Tenant still holds legal and physical possession of the property. Albeit an inconvenience and nuisance, neither concern caused dwelling to be uninhabitable and/or was Tenant(*) unable to use full function of the dwelling for an "unreasonable" period of time. All Tenants are required to maintain Renter'* Insurance so that in the event an incident occurs, resulting in the loss of personal property (i.e., the loss of food and other perishables described in complaint) resident has recourse to replace and or find restitution for said loss. We would be more than happy to discuss this matter directly with the Tenant, should they prefer as I have no knowledge of their ever attempting to discuss and/or remedy this matter with management directly. Meaning, this complaint is the first time we have been made aware of their discontent and subsequent desire to be compensated. I look forward to finding a prompt and equitable resolution to this matter and please feel free to contact me directly should you have any additional questions and/or concerns.