Complaints

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sprinkler system started leaking into my apartment, which caused water damage. The sheet rock then had to be cut out and the insulation had to be pulled out. My apartment is now unlivable. My furniture in the living room was left uncovered, and has been exposed to the dust of sheet rock and insulation. I have a three year old child, and the apartment complex is unwilling to make other arrangements for us. The apartment is too dirty to take a shower, cook, do laundry, sleep or relax. There are now industrial fans that will be in there for a couple days that will be blowing around all the dust. My air conditioning was turned off and the current temperature inside the apartment is 83. It’s extremely hot and extremely humid outside which leads me to have concerns for mold. (103 degrees currently outside) All the repairs will take several days to complete, including redoing the sheet rock and patching all the holes. I’m disappointed that the apartment complex is not trying to accommodate in any way, shape or form. I have left a message for ******** ****** at 8***********. I have yet to hear anything back.

  Business response

  08/25/2023

  We have been in contact with *** ******** and have come to an agreement to keep her informed about the steps in the process to repair her apartment home and clean her carpet and couch when the work is complete.  

  Thank you, CRES Management, LLC

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HVAC has been out for a week. I do not have heat in my apartment. I have called and spoken to ******* several times about this matter. I was told that a maintenance worker would be by to look at the issue. Nobody came to my apartment to work on my unit. The inside temperature was 58 degrees. 12/19/22. This is an unacceptable living condition.

  Business response

  12/20/2022

  A work order for this matter was received on Saturday, December 17th but it was not submitted as an emergency request.  As is our policy for non-emergency requests, our maintenance staff addressed the issue on Monday, December 19th and by 4:30pm had replaced the motor in the HVAC unit to resolve the matter.

  We also note that this resident submitted a second complaint for what appears to be the same matter.  The two complaint numbers ******** *** *********

  Thank you, ******* *******

   

  Customer response

  12/20/2022

  [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: I have email proof with photos that I started  trying to get issue resolved on 12/5/22. I can attach for reference. I also have a photo of the thermostat at 58 degrees.I appreciate the matter was resolved. I had to jump through many hoops multiple times to get any type of response. The management office needs be honest about maintenance requests they do not respond in a timely manner. 
  Regards,
  ****** *********

• Initial Complaint

  11/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved into residences at Prairiefire in July 2022. I moved here from MN so I solely relied on videos and pictures posted on the website. I never seen the building prior to moving. Upon move in there were multiple things broken or needed attention. Kitchen sink missing faucet attachment. Bathroom missing nails in floor, cabinets broken off hinges, all vents dirty and smelled. I filled out my move-in check list and informed the office of the items on my list for items to get fixed. Two weeks went by and i never received a response. I had to go into the office to request maintenance to repair items. Maintain came and cleaned my vents in my bathtub leaving it filthy. Since then there has been 0 upkeep, cleaning, COVID disinfecting of the building. Doors are not cleaned, dead bugs in all light fixtures, soiled carpets, pet waste left on the ground, trash constantly thrown on ground. I’ve made numerous complaints to the property manager but nothing is ever done.

  Business response

  11/30/2022

  Good afternoon,

  I have researched this complaint with the on-site management team at Residences at Prairiefire. I spoke with our Community Manager, and we have not received any phone calls or emails from this resident.. We would like to have an opportunity to speak to *** *** about her complaint. In response to *** ***'s issues, the hallways are cleaned weekly by a third-party cleaning company and onsite maintenance cleans as needed, the hallway fixtures are routinely cleaned, and the fixtures in this specific hallway has been recently cleaned. As for the overflowing trash receptacles, we notice residents routinely to discard their bags of trash in the receptacle not on the ground, however, they do not always follow our direction. We have added additional containers and increased the number of days per week our waste disposal company empties the compactor. Our maintenance team also cleans the areas around the compactor and containers each day.

  In response to the elevator cleaning, it is also cleaned weekly and in between by our staff. 

  If *** *** would be available to meet with our Community Manager, she would be happy to set up a time to discuss these issues. 

  Customer response

  12/06/2022

  [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: In response to me not reaching out to the issues addressed in the complaint. I moved in July 2022. I turned my move-in checklist in person and spoke with the leasing agent that was in charge of my move-in. We discussed all of the items that were broken and/ or needed to be addressed as well as the appearance of the building as I provided pictures. I was told that a work order would be put in for my unit and the condition of the building would be brought to the attention of the Property Manager. After 1 week I never received a response from Maintenace to address the items in my unit, so I sent a follow email to the leasing agent but never received a response. I then called and left a Voicemail but never received a response. After two weeks of me moving in I went into the office to request an update on when maintenance would be coming. The issues with the building and the grounds were never addressed. This is the reason for the complaint. The building and grounds are not being kept up or cleaned properly.  In response to the weekly cleaning- The cleaners only vacuum. There are still dead bugs in the light fixtures in the main entrance, in the hallways on every floor and in the windows in the stairway. The vents on every floor are filthy- they need to be cleaned and the filters changed. Nothing is actually cleaned, wiped down or disinfected.  I have attached pictures after the cleaning and carpet being shampooed showing everything is still in the same condition as well as the trash not being disposed of correctly. 
  Regards,  ****** ***

*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. ↩