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:03/04/2025

  Type:Order 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.

  Failed to fix unit/ denied entry before signing lease

  Customer Answer

  Date: 03/06/2025

  Cancel claim

  Business Response

  Date: 03/06/2025

  The resident's door was not damaged to the point that it is now.  We have pictures and a video.  Our maintenance team has been to her unit to meet her so they could get measurements of the door.  

• Initial Complaint

  Date:12/02/2024

  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.

  Around the fall of 2023, I submitted a maintenance request with attachments showing that my living room window was leaking. After not hearing anything, I checked the status and the request had been deleted. I submitted another maintenance request on 12/7/23. A week later maintenance came out and said that I would need the window replaced. Then a vendor came out to look at the window, and stated it wasn't the window that was the issue and that the leak seemed to be coming from the ceiling. I never received any follow up after. 4/27/24 I submitted another maintenance request. 5/8/24 maintenance came and again said it was the window. Another vendor came out, and again, stated that it wasn't the window and that it was a much bigger issue and that he would speak with the office about it. I never heard anything else. 11/7/24 at 10:38am I called the office, no one answered, I left a voicemail but never received a call back. 11/10/24 I sent an email to the office, never received a response. 11/15/24 at 1:04pm I called the office again and spoke with someone who informed me I would need to speak with the Office Manager and that they would give me a call back. Never heard back. 11/21/24 at 2:00pm I stopped by the office to try and speak to someone directly, however the door was locked and there was a sign on the door stating that the office closed early at 11:00am that day for staff training. 11/25/24 a certified letter I mailed was refused by the office. There is now extensive water damage from the ceiling to the floor that just continues to get worse. Mold is now starting to form on the outside of the wall right above the window frame. I have been sick a lot over the last year, which is very uncommon for me, and I am very concerned that it is due to being exposed to the mold that has possibly been in my apartment for so long. This needs to be corrected and I need to be ensured that I am living in a space that does not have harmful mold in the walls.

• Initial Complaint

  Date:09/10/2024

  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.

  I have a hole in the side of my building leading from outside to inside and my electrical outlets do not work The AC also goes in and out whenever I went up to the apartment manager to address my concerns. Every single person up there was very dismissive would not give me answers and was completely unhelpful. Apartment Manager gave me a ton of attitude, telling me that if I don’t like it then just leave.

  Business Response

  Date: 09/11/2024

  ******

  Our Maintenance team had previously tried to enter your building on 3 different occasions and was denied access.  Your air conditioner you mentioned yesterday, and our maintenance technician went to do your repairs yesterday as well.  The office staff was not dismissive until you threatened to start kicking and screaming in the office.  Our leasing had set over there and listened to you be rude to her.  Yes, you were told to leave our office which is the same thing anyone is told when they are in here calling members of the staff including myself "************* ****." and ***** *** *****.. That behavior will not be tolerated.

  We will not be giving any money regarding this.

  Customer Answer

  Date: 09/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have never denied entry to my apartment your maintenance man do not take their shoes off when they enter and track dirt all over my apartment and I asked them to take their shoes off. They are the ones who never returned and I did not start getting upset until I was given the runaround, your management team has no communication between maintenance and you and it clearly shows with the lack of professionalism. Your customers don’t just get upset because you guys do things right you were real quick to take my money to get me in here but when I bring up complaints all of a sudden, it’s a problem and you know nothing about it after I voiced my complaints to you previously three other times .  I have phone call recordings of me telling you guys it’s OK for maintenance to enter if I’m not home because you ask every time so stop with the lies and just do your job
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/15/2024

  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.

  Sunday June 30th I put in a request that I have no ac. 16 days later and I still don't have ac. I am getting physically ill without it. I can't sleep. Everytime you contact the emergency maintenance line they don't answer. I only tried that on June 30th and morning of the 1st. I have called and gone into the office to ask when they can come fix it. And they say we have to go in order we don't know. We can't give you anything. I have 3 fans going and still cannot cool it off. I have tried looking into the unit myself. The office people just stare blankly at you when you go in. I feel I need some compensation for the suffering.

  Business Response

  Date: 07/29/2024

  Is your air conditioner now fixed? Also do you have a portable air conditioner or just fans?  If not please email the office at *************.com.  We have a contractor here to help, so if our guys can't make it to you then we will see if he can add you to his list.  

• Initial Complaint

  Date:04/24/2024

  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.

  Rent at the ethans for 1300 dollars a month. The staff is completely unhelpful and dismissive. I haven't had a working washing machine in going on a month now with a toddler in the home with no timelines or communication as to when I would receive a replacement. The case is the same with the fridge. Will not keep groceries fresh. Especially dairy products. Again no communication or timeline as to when it will be replaced as well as no notice when they actually do come into your apartment. Do not rent here.

  Business Response

  Date: 05/01/2024

  Hi *******

  Can you give me your unit number due to I do not have you listed as a resident at The Ethan's and am trying to look into your issues to help get this resolved.

  Thank you.

• Initial Complaint

  Date:03/21/2024

  Type:Billing 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.

  I have a paper indicating I am owed a deposit refund of $581.85 payable 30 days after move out! I haven’t received the refund to date but have been told so far two different checks have been cut. I moved out in December 23 and it’s now March 24. I just want the money that was agreed is owed to me. I have called and spoke with multiple people whom have indicated a call would be returned by management but no call ever comes. Thanks for any help

  Business Response

  Date: 03/27/2024

  **** ****** moved out on 12/13/2023 and check #1**** was cut from our accounting department for $581.85 and mailed on 1/3/2024.  **** contacted the office to notify us he hadn't received it I made sure it hadn't been sent back to the office.  I reached out to the accounting department and they determined the check hadn't been cashed and put a stop payment on the check at our expense.  The second check#***** was cut on 3/1/2024 and mailed 3/11/2024.  

  **** may want to contact the ** ****** ******* since the timing on the parcel being sent to him is out of our control once we sent the check(s) in the mail.  The past resident may also need to update the change of address with the ** ****** ********

   

  Customer Answer

  Date: 03/27/2024

   
  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:12/20/2023

  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.

  Posting this now so that they don’t try charging me a dime when my lease is up. For the 3rd time (as of today 12/20/2023) since moving in here, the ceiling of the guest bathroom, that my 3 year old uses, has leaked in the morning (assuming from the apt above me). Now the wood on the bottom of the sink is starting to warp and will most likely start producing MOLD if not already. Earlier this summer, the guest bedroom (also, my 3 year old’s room)- had the top hinge disconnect- while he was sleeping in his room. Because of this I had to almost break the door down to get in / to get him out. I called the emergency line - had to leave a message- then placed a work order- still nothing. Have them a couple days - still nothing then called the office. The issue was, some idiot put a tiny, 1/4 inch screws in the top hinge. Are you serious??? It gets worse. Called the office for help with this, they said it’s not an emergency and they’ll get to it when they can. It just needed the proper screws and they said I wasn’t allowed to fix it myself. I tried helping this girl understand that this is my child’s room, again, a 3 year old, and that is a SAFETY HAZARD and that they need to fix this that day- I was hung up on. NOT KIDDING. 2 weeks went by and thankfully ** **** in maintenance was doing some work on another unit, we were both outside and he asked if I had any other issues- I told him about the door and he came and fixed it right away, saying that it was also ridiculous that this wasn’t resolved quickly- again, just screw replacements. The photo attached with the screw has a Snapple lid next to it for scale - why would you think it’s okay to put that screw in a door hinge??? Sadly I’m stuck here until August. Oh, it’s also funny that they advertise having a gym- what a joke - before signing the lease they said they were nearly done with the remodel- I called and asked a month after moving in about it and was told it’s not expected to be done until July of next year. WOW. The rent is way too high to have this shit happening consistently. Last thing (for now) - I inquired about a covered parking spot on 12/13- it’s now 12/20 and I haven’t even gotten a response. Again - I WILL NOT BE CHARGED A DIME WHEN MOVING OUT NEXT YEAR ANS I EXPECT MY FULL DEPOSIT BACK.

• Initial Complaint

  Date:12/19/2023

  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 wish I would have saw/read the reviews before moving in but unfortunately I didn't. I lived at The Ethans for two years, having just moved out at the end of November 2023. I have had issues since day one, staff never answers the phone, when they do they have an attitude. The manager(s) are always in a "meeting" when you ask to speak to one. I have asked numerous times for corporate info, they refuse to give out the information. I was told it's their personal cell phone and they can't give it out. The managers get an attitude and is very unprofessional. I have needed things fixed in my apartment since day one and nothing was every fixed in the 2 years I been there. I moved out and did a walk thru with one of the managers. She said everything looked good. I then get my move out paperwork and see a bunch of charges and bills and I called to go through the charges because I am just not understanding them. They kept my $300 deposit and somehow I still owe $30 something it's quite ridiculous. The manager got an attitude with me and basically refused to talk to me and further explain the charges. Her email reply was unprofessional as well. I informed her that she never knows why a person may need more explanation, you don't know people's learning/understanding style and her refusal is very discriminatory in my opinion. She also told me I should get a representative. She is willing to take me to court over less than $40 is insane. No waiving of charges for never fixing things in my apartment or any type of grace or forgiveness. These apartments are ripping people off. Trash was never picked up, maintaince even told me that my work order to purchase new faucet piece was canceled because the manager said that's cutting into their bonuses. I really want corporate information to file a complaint and let them know of this behavior.

• Initial Complaint

  Date:05/18/2023

  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.

  This place is horrible. I moved in 13 days ago. The very first day my air was broke, I had no hot water, and my toilet wouldn't stop running. I called emergency maintenance and they did fix that. I gave the office my move in check list that had over 12 things that needed to be fixed. I also called every day for 13 days, with no luck. All I hear is that maintenance will be out to check. But never fix anything. I'v not had a washer or dishwasher since day 1. I have a hole in my bedroom wall that was supposed to be fixed, the bottom of my vanity cabinet is rotting away due to water damage, I have no closet pole, a drawer in my kitchen fell off, the fan on my refrigerator sounds aweful, I have no screens on my windows therefore can't open my windows, and I have a swarm of carpenter bees that are in my stairwell everyday because the are in the wooden steps. I called today and spoke to ****** which is the manager. She was very RUDE and basically said to me calling everyday isn't going to take care of anything. Said she doesn't make the maintenance schedule. Then proceeded to say RUDELY is there anything else I can help you with? I said yes, fix my stuff, and she hung up!!!!!!!! Something needs to be done about this place!!! They won't hesitate to take my rent, but won't fix anything I have!!!!!!

  Business Response

  Date: 06/02/2023

  I would like to apologize for the issues you had at your move in.  This unit was one that we had contracted out to a 3rd party company.   I know you stated some of the things were fixed, but have they made it over to take care of the other items.  They have been by to look at the Dishwasher, however they don't see the issue with it and they have even taken video of it to show the office.  I do believe they are wanting to look at it why you are at home so you can show them what the issue is.  Please email the office and let me know what else still needs to be done in your unit.  Thank you.

• Initial Complaint

  Date:01/31/2023

  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.

  The date of the rental contract with the Ethans Apartment is 1/2/21 until 12/31/22. The initial deposit amount required was $300 and paid on 12/1/20. I was later told an additional $155 was needed before I could move in. on 1/2/21. The total amount paid toward my move-in deposit was $455. The EA promised to refund my entire deposit at the end of my contract as long as there wasn’t damage to their property; no balance due and the required cleaning of the premise was done. I fulfilled my responsibility but the EA management has presented false claims of damages to impede the refund of my deposit. After the end of my contract, I received notice from The EA my refund would be 0.12 cents. I was informed this balance was due to damages done to the carpet and floor by my pet (which I never had) and resurfacing of the tub and sinks which all had been painted white to cover the rust and started to peel and chip after the first year of natural daily use. The carpet wasn't stained or damage by me, but the patched pieced, loose and damaged carpet at the doorway of the master bedroom was in that condition when I moved in. Plus a swatch of carpet was missing on the back wall of the closet in the large bedroom. After moving out I took pictures of all the rooms after cleaning on 12/29/22. I did not keep a copy of my initial move-in condition form upon moving in, but asked for a copy from the leasing office on 1/16/23. The manager refused to surrender the copy but told me to come back the next day. I needed it that day and was told it wasn’t on the property but in their vault. I was told to come back later. Within 2 hours I was able to pick the copy up. The form had been altered, changed and has white out spots. The business has not tried to resolve this unfair act, but instead has mailed me a check for $0.12 on 1/25/23. The nature of this dispute is the Ethans needs to pay a full refund of my deposit and to have my complaint listed with the Better Business Bureau.

  Business Response

  Date: 02/06/2023

  Deposit received $455 and is refundable minus the utilities, damages, and any balance due.  The following is the breakdown of charges:
  
      Deposit $455.00
      Utility Charge $179.43
      Damages $215.00
      Balance Due $60.45
      Total Refund due .12 cents
  
  I have attached the move out inspection that was never altered and all back up documents to support the charges.  Please let me know if you have any further questions.

  See attachments for clarification of charges.
  

  Customer Answer

  Date: 02/12/2023

  [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 Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: During the entire rental contract at the Ethans apartment I did not complete an application or pay the fee to house or own a pet. I have been charged $250 for damages done to the carpet and my pet urinating on the carpet. The false accusation is totally untrue as a means of refusing to return my deposit. The maintenace team has been in my apartment unannounced serveral times and has never mention or reported to the leasing office evidence of a pet in my unit. On December 5, 2022, I paid my last rental fee to the Ethans apartment tenant website for the amount of $1032.60. This billed amount included payment toward: rent - $910; parking stall -$30; $88.60 - water, water waste, trash, and sewage. There was no balance due, but the final monthly amount was paid in full, with a zero balance. But in your response you have added another balance due of $60.45 of which they could state what this charge is for. Especially, since I did not have a balance due.  The ethans apartment move out statements did not include an utility charge of $179.43. They claimed they were withholding my security deposit for $250 for carpet damage service and $215 for other floor damags and cleaning. I do not owe the ethans utility charges. My utility service provider is Evergy which I pay the company independently.  Because the Ethans has No Reason to keep my security deposit, but insist on making up false claims I am demanding the total amount of $455.00 to be returned to me immediately. I did everything that was required of me by taking care of the unit, completing the necessary move out request and throughly clean up the entire apartment before turning in the keys. As a business I would think you would want to help to repair the poor performance score that you currently hold.

  Regards,
  ******* *****

  Business Response

  Date: 02/14/2023

  In my previous response I have attached all the supporting documents.  We use a professional vendor for the carpet evaluation and rely on their expert examination.  The damages and utilities are calculating accordingly.  Your utilities always run around 60 days in arears.  I have attached your full ledger for additional information.