Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Been here 16 years and they won't give me back any of my deposit being harassed my ***** haselhorst the owner they told me to move and I can't afford to move without the deposit

  Business response

  12/18/2024

  Thank you for reaching out to us.  We understand your frustration regarding the security deposit and your current situation, and we would like to clarify the matter.
  As per Missouri law, we are fully committed to returning your security deposit as soon as you vacate, less  the unit and the terms of your lease are fulfilled. While you are still residing in the property, we are unable to refund the deposit, as it remains tied to the current lease agreement.

  
  Regarding the transfer to another unit, we must adhere to the regulations set forth by the Section 8 Federal Housing Program. We are more than willing to assist with a transfer, but it is important to note that you need to apply for the transfer directly, as per the rules of the program.  Have you reach out to your Section 8 Coordinator?

  
  Please know that we are here to help during this transition, and we hope to find a solution that works for everyone. If you have any questions or would like assistance with the transfer process, please feel free to reach out.
  Thank you for your understanding.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I reported a leak to the management 5 months ago; that leak has now turned into a hole. They did come out and they cut out the damaged area so that it could be repaired but they never came back. They said they would be back the next day. Now I have mice. I reported mice and they said again they would be by with traps and no one came. I rent paid up. I have been a tenant since October of 2022.  I have purchased mouse traps myself; I have found dead mice in our couch.

  Business response

  09/05/2023

  Resident Emailed today at  today see below :

  
  ***** ****** 12:35?PM (1 hour ago)
  
  Hi, I am contacting your company once again about maintenance issues that still have yet to be resolved. As it would be nice to have all repairs taken care of, my biggest concern right now is the mice I have in my apartment. It’s been more than a couple weeks now since someone was first informed and it doesn’t seem to have been taken seriously, even with the fact that I have two small children in the home and I’m currently expecting another. I have found mice feces all over my apartment now, including in my kids room in their toys, around our food, and have even found dead mice in my couch. I am due to give birth in October and having a mice infestation is a big sanitation issue and not an environment that I would like to bring a newborn baby into. “Bringing by some traps” won’t be enough to get rid of them at this point and for some reason that hasn’t happened yet anyways. If the issue is not handled PROPERLY by the 1st of October, I will be contacting health departments, the better business bureau, and whoever else I need to along with hiring an exterminator myself and deducting costs from rent. Thanks for understanding. 
  
  -*** ******* *****

   

  We responded to the email within 30 minutes  and  plan on placing baits and traps in her apartment to solve her problem .   A work order has been written, as long as the resident is cooperative with cleaning the apartment, I see no reason a simple mouse problem can not be solve.

  Please advise resident Maintenance work orders can be reported 24/7 on her resident  portal, they are also tracked in that system as well.

   

  Customer response

  09/05/2023

  Complaint: 20557813
  
  I am rejecting this response because: It is no longer a “simple” mouse issue and I feel as though measures beyond “setting traps” should be taken. I have small children and after making this report, just discovered more mice nesting IN THEIR CLOTHES. I would like an exterminator to be hired to ensure the problem is taken care of fully and correctly, and any other issues with the apartment to be resolved. 
  
  
  Sincerely,
  
  ***** ******

  Business response

  09/06/2023

  We were in the unit today with maintenance and contractor, Sarai was not home at that time but there was a male occupant in the unit.    We addressed all his concerns and when we left he was happy, when I asked if he had any other maintenance concerns he said no.   While in the unit we did find unauthorized pets in the unit.   There are 2 rats in a cage in the master bedroom.  This is a direct violation of paragraph 10 of the lease agreement.  These pets need to be removed from the unit. 

  Customer response

  09/07/2023

  Complaint: ********
  
  I am rejecting this response because: I find it very unprofessional that I was never contacted after any repairs were made. I have told the office multiple times now that my boyfriend is there with the kids during the day while I work. I am the one on the lease, not him. It is my satisfaction that should matter. There was clearly not much effort put into the repairs that were made. The holes that were patched look very unprofessional and the vent in my kids room that was “fixed” still hardly blows any air and can only be felt if you’re touching it. Not only that, but I discovered that the traps that were set for the mice were ones that I purchased myself and were sitting on my kitchen counter before anyone came to make repairs. And lastly, if someone HAD contacted me after coming to my apartment or simply asked my boyfriend about the rats, they would have been informed that they were there while my sister was out of town and she was picking them up the next day and are already gone. I have had nothing but unpleasant experiences with this business. They have tired to turn things around on me when they have never completed any of my requests in less than a month, and have only seemed to make an effort to do something now that the bbb was contacted. I feel as if I deserve some type of reimbursement for the 4-5 months that it took for a lot of these repairs to be done even while I was still paying rent, or at the very least I deserve one month where I’m not required to pay rent. 
  
  
  
  Sincerely,
  ***** ******

*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. ↩