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:07/07/2023

  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.

  ***** ***************************, ** The property manager at this location is extremely sub par! Her answer for everything is "it's not in the budget"! This is the very 1st apartment my child has had and it's horrible!!!! No hot water for days, and that's not just one occurence! Crack in tub (which is probably going to cause damage) not fixed! Toilet leaked for 2 weeks! Finally replaced toilet. Not to mention my child was shown a pristine apartment with new cabinets and stainless steel appliances,and got black appliances and shotty cabinets with doors that look like they came from another set. In other words, just put a band aid on it and charge $1100 a month! This is extremely ridiculous to charge that amount of money for the condition of these apartments. The bad part of the comment previously stated by the manager is that this property company owns a lot of buildings! So, it is in the budget!

  Business Response

  Date: 07/14/2023

  Respondents investigation revealed the following: The Complaint was not made by a current Tenant at *******************. Rather, the Complaint was made by the parent of a current Tenant. The Tenants moved in on May 11, 2023 and were given the opportunity to walk the apartment prior to entering into a Lease Agreement and moving in. The Property was built in **** and requires preventative and routine maintenance. The Property and Management Company prides itself in completing repairs in a timely manner and feels that all repairs relating to this apartment have been addressed in a reasonable time frame and have been effectively communicated to the Tenants. Below is an outline of the items addressed in Complainants complaint.
  
  With regard to the allegations made for a toilet leak, Respondents records show that on May 31st, a Tenant residing at the property reported water around the toilet.Property Maintenance inspected the apartment unit within two hours of the report and did not see any water; however, Property Maintenance tightened the toilet bolts and caulked around the toilet. Approximately two weeks later, on June 14th, one of the Tenants reported the toilet was still leaking. On June 14th an order was placed for a new toilet and on June 21st, the new toilet was installed.
  
  With regard to the allegations made for a cracked bathtub, Respondents records show that on June 19th, a Tenant reported a crack in the bathtub in the master bathroom. The Property Maintenance staff responded that day and determined the bathtub should be replaced. On June 20th a request was sent to the installers. The Property was notified that it would take several weeks for the replacement; however, the tub could still be used and the apartment contains a second bathroom with a tub available for their use. The Tenants were notified of the delay and were agreeable with the installation, which is scheduled to commence on July 17th and be completed by July 18th.
  
  With regard to the allegations made for no hot water, Respondents records show that on June 26th, a Tenant reported no hot water in the apartment. Property Maintenance relit the pilot. On July 5th, a Tenant reported the hot water went out again. Temporary repairs were made to the water heater until it could be replaced, which occurred on July 7th. Property Management provided the Tenants with a $50 rent concession for their inconvenience.
  

• Initial Complaint

  Date:06/16/2023

  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.

  A tenant in my building passed away with t the body sitting inside for weeks. Dealt with the odor of death for weeks followed by a fly infestation for days. Wasnt notified of anything until I called myself. The only resolution offered was one small plug in fly trap that caught absolutely nothing. Was met with a too bad, so sad response from management and attitude like me, an immunocompromised individual, was wrong for wanting more done about 60+ flies from a rotting dead corpse being all over my apartment for days. Was literally told by ****** well idk what else you want us to do. Even after stating I wasnt even to stay at my apartment for days. Unsanitary and disgusting, just like the staffs attitudes at POINTE WEST APARTMENTS AND PRINCETON PROPERTY MANAGEMENT.

  Business Response

  Date: 06/29/2023

  Respondents investigation revealed the following: on **** 7, 2023, Respondent discovered that a resident living at the property had passed away in their apartment.  On **** 9,2023, a biohazard company serviced the unit where the deceased resident resided. During the evening of **** 14, 2023, Complainant, who lived adjacent to the deceased resident, left a voicemail regarding flies in her apartment unit.  On **** 15, 2023, Respondent contacted the biohazard company and the company immediately returned, retreated the deceased tenants unit, cleaned vents and provided Respondent with a fly trap for Complainant.  On **** 15, 2023, Respondent provided the fly trap to Complainant.  On **** 16,2023, Respondent also scheduled pest control to service Complainants apartment unit on **** 19, 2023. On **** 16, 2023, Respondent e-mailed complainant and informed her that Respondent scheduled a pest control service for **** 19,2023. Complainant sent an email response indicating that the pest control service did not have permission to enter Complainants apartment. Also, on **** 19, 2023, the biohazard company did a final inspection of the deceased tenants apartment unit and found no further issues.
  
  Pointe West handled this issue in a professional and timely manner.  Pointe West and its Management Company, Princeton Management, are professional organizations and have concern for all of its residents.
  

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  1. I was told over a week and after my original complaint that ***** was scheduled to come out on Monday June 19th. Which would be a week and a half after my complaint. I was asked if they had permission to enter and I said no, which is my standard history here as I work from home therefore they dont need permission because if they knock, I open the door since Im literally at home during business hours. I also have a dog which *** previously disclosed and stated that he isnt kept cages so I have and will never give permission to enter if Im not home in all situations for safety. No one from Orkin pest control ever came. Again, Im home all day. There was no knock or doorbell rang. 
  2. The attitudes were unprofessional

  3. the resolution of a plug in fly trap was insufficient and didnt help anything at all

  4. I had to take it upon myself and my own funds to get it taken care of. 
  Regards,
  
  Mi ***********************

  Business Response

  Date: 07/20/2023

   

  Please see the complaint history for Mi ***********************, located at ****************************************************************. ** *********************** is a resident at our **********************.

   

  6/16/23         Mi *********************** wrote a complaint to the BBB.

  6/16/23         Princeton Management received the complaint.

  6/27/23         BBB sent a second notice to Princeton.

  6/29/23         Princeton responded to the complaint.

  6/29/23         ** *********************** denied the resolution.

  6/30/23         BBB sent the response to Princeton.

  7/5/23            BBB closed the complaint as unresolved; however, due to the holiday and office closures we were unable to work on the complaint until the following week.

  7/12/23         The Area Director, ******, called ** *********************** and left a message attempting to resolve the complaint. She did not receive a response back.

  7/14/23         The Property Manager, *****, emailed ** *********************** and did not receive a response back.

  7/17/23         ****** called again and left another message for ** ***********************, with no response.

  7/17/23         ***** sent another email and has not heard back from ** ***********************.

  7/19/23         Princeton attempted to respond to the complaint through the BBB portal; however, it does not permit me to enter a response.

   

  Since we have not heard back from ** *********************** and since I am unable to respond on the BBB website we are providing our response below. Please update the online records to reflect this response.

   

  Respondents Response to Complainant: On June 29, 2023, Respondent sent a Response to the Better Business Bureau regarding Case #:  20192864-Pointe West Apartments. On June 30, 2023, Complainant denied Respondents response to the Complaint. Respondent has tried to contact Complainant four times via e-mail and/voicemail to try and resolve Complainants Complaint. However, Complainant has not respondent to Respondents e-mails or voicemails. Please update your records to reflect our attempts at a resolution. If the Complainant would like to discuss the matter further in hopes of coming to a resolution, they may contact the following persons.

   

  *****************************, Property Manager, Pointe West Apartments, ************ or *********************

  *************************, Area Director, Pointe West Apartments/Princeton Management, ************ or ************************************

  *************************, Director of Communications, Princeton Management, ************ or *********************************

   

  Thank you,

   

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

  Director of Communications | Princeton Management

  ********************************************* | **********, ********  48033
  PH ************ | FX ************

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

   

• Initial Complaint

  Date:09/27/2022

  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.

  hot water doesn't work, dealt with a broken dryer for 2 months, all repairs I was told would be completed by move in have not been.

  Business Response

  Date: 10/13/2022

  In response to the Complaint filed in BBB ********************************* as follows: Complainant moved into the premises on 06/15/2022.  On 06/27/22 Respondent received and completed a first request for service to repair the dryer. On 8/16/22, Respondent received an email about continued issues with the dryer. After investigation, the dryer was replaced.On 09/27/22 Respondent received a service request from Complainant regarding his water heater and no hot water. Respondent attempted to address this complaint by relighting the pilot light, however, when this did not allow the water to fully heat, Respondents maintenance tech requested that the water heater be replaced. On 9/28/22 the service request to replace the water heater was entered and scheduled for the next available appointment on the morning of 9/29/22. On 09/28/22 Respondents maintenance tech followed up to inspect water heater. At that time, the pilot light was relit after cleaning the thermocouple and allowing the water to heat up.  Complainant was notified that a follow up inspection would be performed the next morning and the water heater would be replaced if necessary. On 09/29/22 that follow up inspection was completed.Maintenance found the water heater functioning properly and replacement not required. No further complaints have been issued regarding the hot water heater or dryer and therefore, Respondent believes both matters have been timely and adequately resolved.  

• Initial Complaint

  Date:06/02/2022

  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.

  This is a complaint especially for the management of Fox Run Apartments in ND. The management at this complex is very rude, and unhelpful. I have had many friends that have lived here complain about the poor management they have here. Just recently I ordered some expensive packages to my apartment and they went missing/stolen, I have contacted them if they could see through the multiple cameras they have in the hallways who might have taken them but management doesnt want to give me a reason why they cant provide that to either me or the police. I also went to file a police report but nothing cant be done, I gave other options to management they could do on my behalf but they dont want to help out. I was spoken very rudely and denied access to see who took those packages. Is it their responsibility to make their residents feel safe and secure and the same should be for our belongings. Theres a reason why they charge so much and we pay for those services.

  Business Response

  Date: 06/13/2022

  In response to ************************************************* as follows: Respondent is always willing to share video footage with the authorities and makes a point of complying with any police request for footage that will aid in the investigation. Unfortunately, Respondent has received no such request in this matter. Resident requests for footage are not honored because they can result in a breach of privacy. Respondent regrets any and all crime that takes place in the apartment community and in the community at large and hopes that any such matters are immediately brought to the proper authorities attention. We train our staff to do just that and to support any investigation to the best of our ability. As a recommendation only, we suggest that Complainant look into installing a personal home doorbell security system,which our tenants are permitted to install with Landlords written permission. This may be especially helpful if there will be frequent and/or expensive packages delivered to Complainants door, as package theft is,unfortunately, on the rise in most communities.