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:03/04/2024

  Type:Order 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 moved out in December when my lease was up after living there for 2 years. Never had late rent and was a great tenant. When I moved out, I provided all required documentation per my lease. I am still owed my security deposit. I have yet to receive a response to my multiple emails about this and am never successful in reaching anyone through the phone. I have stopped in the office for face to face interaction and am told they have to contact the property manager, but they refuse to pass the information along to me for direct contact.I just want my security deposit back that is owed to be per my lease agreement.

• Initial Complaint

  Date:07/14/2023

  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.

  There have been so many problems and the office people will listen to you but not care or try to fix any issues. My air conditioner went out and the communication was awful every time I asked about it. They finally fixed it after a little over a month. The electricians they hired left a light hanging out of my hallway after coming to “upgrade” all the outlets and switches and such. I’ve told the office. They said someone would be by to fix it. Put in the work order and now it’s been a month and my light IS STILL hanging out of the ceiling. They left all there trash on my floor. Small parts my pets could’ve choked on. They let my dog out and opened the bedroom window almost letting my cat out. Very unprofessional. My dishwasher is now backed up and leaking and I put in the work order and they marked it as in progress but no one has ever been by to check out the issue and it’s been two weeks since then. I’ve tried to contact them and have not received an answer back besides there men are busy. Which I do understand but there not so busy to come by when they marked all of my issues as in progress. They aren’t doing there jobs well at all and this is honestly one of the worst apartments I’ve ever stayed in for as much as we spend. There maintenance men where great every time when we first moved in this past year. A couple months in our refrigerator went out and the men tried to fix it and then got us one that works but not before all of our food we just bought went bad. We where told to contact the manager and so I sent her a message and they again neglected to get back to me. Now Honestly they have gotten way worst and don’t care about helping out there residence at all. I should not have to take time out of my day to go down to there office EVERY TIME we have an issue.

  Business Response

  Date: 07/31/2023

  While it is true that we have been affected by understaffing and a high amount of calls requiring our attention, we have tried to address all of these concerns as fast as possible. As for the electrical fixture concern, it had been fixed before we received this notice. We are actually upgrading all of the fixtures and outlets throughout the complex right now, and it is the 3rd party electrical company that performed this work. We sent notice in advance to all residents of this project, and asked that all pets be secured for this work to be done. Unfortunately, when they arrived, the animals were not restrained. This made it very difficult to complete the work needed. Additionally, the electricians noted & documented that the residence was "filthy," with piles of animal feces and urine stains on the carpet, with a horrible odor. They completed as much work as they could that day, and requested we send a housekeeping notice before they return. Despite the request, they finished the work in the same conditions in which they arrived. This was not our only complaint of this sort regarding this unit. Vendors, residents, and our maintenance staff have all complained.

  These residents did, unfortunately, have their AC unit go out in June. However, we immediately provided them with a window unit for the time that the compressor was on order. We were required to open the window to install this window unit. And while we do our best to protect animals, the cat and the dog were never secured when our maintenance arrived to respond to any requests, despite knowing we were coming. As soon as the compressor arrived for this unit, we immediately installed it.

  The dishwasher was inspected and we have been waiting for a part on order. It is to be installed within the next day or two. We apologize for this inconvenience.

  We do try to communicate and assist as much as possible. In fact, these residents actually have the manager's personal cell phone number, which she has used to contact them afterhours to help them directly with a personal conflict they had with a coworker/personal friend of theirs. We feel we went above and beyond in this situation. We will continue to strive to address all concerns and respond as fast as possible to repair requests. Thank you.

• Initial Complaint

  Date:09/07/2022

  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.

  We moved in 8/27 without seeing our apartment until we signed the lease. There was a very strong smell of mildew which we just assumed was because they may have cleaned the carpets but their was no roaches that we seen. On 9/2 we found 4 adult roaches in our kitchen and called the leasing office and they told us the property manager would give us a call , never received a call. Throughout the holiday weekend I seen roaches climbing out of the wall and the floor boards. I decided that when the leasing office was open on Tuesday 9/6 we would go talk to them. When we got there they then let the exterminator know we needed our apartment sprayed. The property manager also told us their were other buildings having issues with roaches which was very alarming because they didn?t tell us this when signing the lease. When exterminator came he told us he was finding them behind the fridge and under the sink he seen eggs and droppings. They told him to only spray where we had seen them , not the whole apartment like I was told he would. I was also told he would be spraying the whole building but he did not. He also informed us that not all the tenants allow him in to spray so the infestation could worsen. I feel disgusted I haven?t dealt with anything like this before I don?t feel comfortable in the apartment due to the fact that they could be moving now to my bedrooms because they are spraying only in the kitchen and bathroom. If they don?t spray all the units the infestation will only get worse therefore i would like to break my lease.

  Business Response

  Date: 09/26/2022

  Re: ID #********
  
  Dear Better Business Bureau,
  
  I am writing in response to a complaint received in your office regarding a lease agreement we have with ******* ****** at *** ********* ******** **** **** *********** ** *****. There are some significant discrepancies in the account provided that we would like to clarify.
  
  First, the tenants stated that they moved in without seeing the unit before signing the lease. However, when the tenants came in to sign the lease, they informed the Leasing Manager that they had already gone to the unit, looked in the windows, then found the door to be open, so they checked it out. They were good with their inspection, signed the lease, and moved in, not notifying us of any issues at that time. This was on August 27th, 2022.
  
  It was not until 9/6/22 that management was made aware of any issue, when both residents came to the office, in person, stating that they had seen a total of 4 roaches in their apartment since they moved in. They asked us to spray, which we did within an hour. When explaining the issue, the residents stated that they believed 4 roaches constituted an infestation throughout the building. This is clearly not accurate.
  
  As for statements made by our third party, highly reputable exterminating company, there also seem to be some discrepancies. No statement was made that we only treat certain areas. When barraged with questions by Ms. ******, the exterminator stated that roaches usually tend to be in kitchens and bathrooms, and that is where he concentrates, making sure to look for signs of eggs and droppings behind refrigerators and beneath sinks. Since he only saw one in the unit, he did not find any extensive clean-out was needed at the time. However, they would be back to do the entire building 2 days later, as we needed to pass out notices to residents first. Unless there is an infestation that requires immediate attention (which has not happened), we give our residents notice before spraying their units, in order to allow them time to secure pets and such. No evidence of any such infestation existed in their unit, and certainly not in the building.
  
  We had 2 more conversations with the residents that day, one on the phone and one in person. We discussed the plan for the building, assured them we took things seriously, as we had demonstrated by immediately addressing their concerns, and they seemed reasonable and content with the plan. Ms. ****** asked for the number for our corporate office, which I gave her, and she then began leaving messages with corporate that she wanted to break the lease. This seemingly escalated rapidly with the residents, with Ms. ****** contacting the City Inspector, Health Department, and her mother. Having known our operation for some time, the Inspector
  
  agreed with our plan of action was confident in our ability to handle it, and just asked that we send them the pest control invoices when they arrive. Ms. ******’s mother also called corporate and our office, stating that she had “consulted an attorney and needed to know the next steps immediately.” However, Ms. ******’s mother is not on the lease, therefore we cannot discuss this lease with her. The residents never contacted our office again, therefore making no effort at all to resolve this situation with us directly.
  
  They did, however, refuse to allow the exterminators entry on their most recent 2 visits, Tuesday 9/13 and Thursday, 9/15, stating they were moving and they “didn’t want roaches to come with them.” Were there to be an infestation in that building, even given they are the only unit reporting roaches, it stands to reason that they are now knowingly the source of the problem, given Ms. ******’s last sentence, “If they don’t spray all the units the infestation will only get worse.” Denying pest control entry is a direct violation of their lease agreement.
  
  Our district manager attempted to return all calls, and left voicemails each time. No returned messages or further contact was made by Ms. ******, her mother, or her roommate. Ms. ****** and her roommate were observed moving their belongings into a U-Haul moving truck on 9/15/22, by the exterminator to which they denied entry.
  
  We believe that we have gone above and beyond to address Ms. ******’s concerns and act in good faith with our obligations to the lease agreement. However, we feel that Ms. ****** and her roommate are unreasonable in their expectations, especially given we immediately addressed their concerns, but they gave us no opportunity to resolve the situation at all. To date we have received no formal notice of intent to vacate, no move-in inspection form, no keys, and as of today, they have already accumulated a balance due of $1,409.50 in rent. Therefore, we do not find that they have upheld their obligations to their lease. We stand by all terms of our legal lease agreement.
  
  Respectfully,
  
  
  Property Manager
  Park Meadows Apartments