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:05/01/2025

  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.

  I am a resident of ******************************, managed by GCI Residential LLC (Unit 0705, Building 007). In March 2025, all tenants submitted a signed Notice to Vacate (***), which was accepted by the office. We were clearly told our move-out date was May 2, 2025.Weeks later, the office attempted to reverse that agreement, citing clerical errors on their end. They are now trying to hold tenants responsible for extended rent, despite our actions being based on the written move-out date they provided. Weve asked for escalation and documentation several times, but have received inconsistent, intimidating, and at times condescending responses.The leasing office made the mistake and should take responsibility. We are requesting written confirmation that:The May 2, 2025 move-out date will be ********** rent or lease liability will be imposed beyond that date.The staff's clerical error is acknowledged and not held against tenants.This issue mirrors complaints from other residents, per online reviews, and suggests a pattern of poor internal communication. Proper training and accountability are needed.

  Business Response

  Date: 05/05/2025

  Thank you for the opportunity to respond. Our ******************** reviewed all of the complainant's documentation and correspondence, and provided the following. We feel this clarifies the situation and wish Mr. ***** the best:

  Per your request, my review of your lease agreement with Legacy North Pointe Apartments and your intent to vacate as of tomorrow, May 2nd, 2025 has been communicated via this email correspondence rather than discussing the matter over the phone.
  
  Your current lease term commenced June 3rd, 2024 and ends on May 2nd,2025. The lease requires a 60-day notice prior to vacating which is why the Notice To Vacate Response document denotes that you would be financially responsible for rent through June 10th, 2025 due to the Notice to Vacate document being received by the property on April 11th, 2025.Regarding your specific lease term, the lease-required 60-day notice wouldve needed to be given in writing by March 3rd, 2025 if planning to vacate on, and only be rent responsible through, May 2nd, 2025. 
  
  That being said, since your lease termination date is May 2nd, 2025 you will only be financially responsible for rent through June 1st,2025. This is ************************************************************************************************************************************************* a situation where either no notice, or insufficient notice, was received and the suite is then vacated.
  
  As I understand your requests that are outlined below, kindly note that this move out will be processed as all others are in regards to your financial liability to Legacy North Pointe Apartments per the lease agreement, and any request(s)to deviate from the lease agreements contractual terms and obligations are respectfully denied.
  

• Initial Complaint

  Date:07/15/2024

  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.

  During lease reassignment the company charges "junk fees" which are not disclosed in the lease agreement.

  Business Response

  Date: 07/16/2024

  Thank you for the opportunity to respond to this complaint. We are unsure to what the complainant is referring, but we are very transparent with all costs associated with renting our apartments. Our deposits and fees are clearly stated on our rental program (copy can be found at: ************************************************************************************************************) and our lease meticulously outlines the costs associated with renting. We hope this clarifies the situation, thank you.

• Initial Complaint

  Date:06/04/2024

  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.

  I am writing to formally lodge a complaint about the deplorable and unethical business practices at ****************. My experience as a tenant has been fraught with persistent accounting errors, blatant lies, and a complete lack of accountability from your staff and corporate office.For months, I have been dealing with incorrect charges on my account, specifically regarding my renter's insurance. Despite providing all necessary documentation and having my insurance company confirm my coverage directly with your office, your team falsely claimed that I did not have renter's insurance. Even the insurer you partner with, ePremium, confirmed my coverage and could not understand why **************** continued to assert otherwise.On April 2nd, 2024, after much back-and-forth, Assistant Manager ****************** agreed to waive $200 of the alleged balance if I paid $40, which I reluctantly did to resolve the issue. However, after moving out on April 13th, I discovered a $200 charge on my account on April 22nd. Upon inquiring, ******* stated I needed to wait for the corporate office to provide the move-out statement, a process she claimed would take 30 days.After over a month and multiple follow-**** ******* ultimately declared the charge valid, despite her prior assurance and the lack of any proof that she had initially removed the charge. This reeks of fraudulent behavior and is a blatant attempt to steal my money.The entire ordeal has been a nightmare, characterized by a shocking lack of professionalism and competence. Your staff's inability to manage simple accounting tasks and their readiness to lie to tenants is appalling. I demand an immediate resolution of this matter.I expect the $200 charge to be removed from my account promptly and confirmation of this action in writing. Failure to address this issue will leave me no choice but to escalate my complaint to higher authorities, including seeking legal advice.

  Business Response

  Date: 06/06/2024

  Thank you for the opportunity to respond to Mr. ******* complaint, we are disappointed that he does not recognize the credits that have already been applied to his account as a goodwill gesture on our part. *************** accrued additional late fees after we refunded the initial late fees. We have already waived two of his late fees, we will not be providing additional credits.
  
  The additional charges he is referencing in this complaint are NOT the charges we waived, they are IN ADDITION to those charges. We have attached hereto the account reconciliation wherein all charges and credits are reflected.
  
  Please ask **************** to carefully re-review his accounting and the attached documentation so that he has a full understanding of the charges on his account. Thank you for your assistance.

  Customer Answer

  Date: 06/06/2024

   
  I am rejecting this response because:
  
  I fully understand the situation and all charges, both valid and invalid. I have meticulously documented every dollar and cent, and I am more aware of my account details than your staff. Instead of addressing my concerns directly through my provided contact information, you continue to mislead and obfuscate in your public replies. 
  
  Your explanation is unacceptable, and I reject it outright. I will pursue all necessary actions against your organization until this matter is resolved to my satisfaction. 
  
  Every point in my original complaint is accurate and based on conversations with your staff. If they provided false information, that only highlights the incompetence and dishonesty within your management. Your claim of waiving the $200 as a goodwill gesture is baseless. I reached out to ePremium, the vendor you use, and they confirmed my renter's insurance was never inactive. Despite speaking with multiple representatives and a supervisor, none supported your fraudulent claim.
  
  Moreover, you have failed to provide documentation proving the $200 was ever actually waived. Given the repeated misinformation from your staff, I cannot take your word for it. Your attempt to confuse the issue with additional charges is transparent and dishonest.
  
  Rectify this matter immediately and provide clear, documented proof of all actions taken on my account. Your continued dishonesty and lack of accountability are unacceptable.
  

  Business Response

  Date: 06/07/2024

  We are sorry you feel this way **************** but we are required to respond through the BBB when a complaint is sent to us by the BBB. We are in no way attempting to obscure any details, and we take exception to your aggressive and accusatory statements.

  In response to your statement Moreover, you have failed to provide documentation proving the $200 was ever actually waived we most definitely attached the reconciliation of your account in our initial BBB response. We also outlined said charges in the documentation so I am unsure if you have reviewed the attachments, please revisit this information.

  Please note that the late fees you incurred were also attributed to late *rent* fees,not solely related to ePremium. We credited $200 which is clearly reflected on the balance sheet we provided in our response, and we will not be issuing any additional credits. You received $431.91 of your $710 security deposit - had we not waived $200 of that, you would have received $231.91.

  We hope this clarifies the situation for you. We will not be issuing any additional credits and we respect your right to pursue any additional avenues you deem necessary as we are confident in our accounting statement.

  Customer Answer

  Date: 06/07/2024

   
  I am rejecting this response because:
  
  I appreciate your response, but it fails to address the core issues accurately and transparently. Here are the facts:
  
  1. On April 4th, 2024, ***************************** confirmed my balance was $240. She offered to waive $200, leaving me to pay $40, which I did to resolve the issue. This was agreed upon to clear my account.
  
  2. I moved out on April 13th, 2024, and turned in my keys after my final cleaning on April 22nd, 2024. It is implausible that I could have accrued a $200 balance in those nine days if ******* actually waived the $200 as agreed.
  
  3. *******'s claim that the credit wouldnt show on the statement is another example of the misinformation and lack of transparency. I have documentation from ******* stating she waived the $200 after our conversation on April 4th, 2024.
  
  Your response lacks credibility and fails to address the fundamental discrepancies in your accounting. Instead of rectifying the situation, you continue to provide evasive and contradictory explanations. I have repeatedly requested to speak with ****, the current property manager at ****************, or someone from your corporate office, yet my requests have been ignored.
  
  Your attempt to frame this as a misunderstanding of documentation on my part is disingenuous. I have reviewed all the provided documents, and the supposed reconciliation does not align with the facts or the agreement made on April 4th, 2024.
  
  Your continued evasiveness and refusal to honor the agreement made by your representative reflect poorly on your business practices. I urge you to reconsider your position and resolve this matter in a fair and honest manner.
  
  
  

  Business Response

  Date: 06/10/2024

  We are again attaching the account reconciliation to this response in hopes it will be thoroughly reviewed, the late fees that were not credited (these are different from those that were credited) were not charged in April - these were from the beginning of the year when there were not enough funds to cover rent payment. The attachment shows the credited amount and additional amounts that had accrued during residency. We are unable to offer any additional credits, please carefully review the account statement attached. 

• Initial Complaint

  Date:09/29/2023

  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.

  Hello. When I moved in I was greeted by an incompetent worker who couldnt full fill her job. She is also the same one who just tried to blame me as to why this is all so last minute. Since move in I have had issues with the ** where it was draining my electric bill to cost me almost 200 a month for a 1 bedroom. Your maintance staff never came and checked when they claimed they did. They also used my tools to diagnose it without my permission in the photos. I got called last minute while I was at work that they needed access because I have dogs. They knew they were calling someone to come in and could have pre warned me but instead made up **** excuse. This has caused an issue with my job. And that is not okay. ALso the whole staff in the front could care less and have the worst attitudes on the phone because they dont want to admit their wrong doing. I even asked when the maintenence gets in they said 8am. I was emailing them during work days prior. I want compensation for this. Since I am looking to close on a house in the next month or so I believe it is best I dont have to give a 60 day notice or pay the fee since the apartment was not in working condition for months and I was diligent about it. If I close on a house I prefer to part ways with you.

  Business Response

  Date: 10/03/2023

  Thank you for the information provided by **************. We will not be releasing her from her lease early without adhering to lease stipulations, or offering any additional compensation beyond what we have already provided to her. She neglected to mention in her BBB complaint that she has been compensated for air conditioning charges. 

  In addition, attached is an excerpt from our Assistant Manager pertaining to ****************** residency. Her verbal abuse of our team members is unacceptable.

  If ************** would like an early termination from her lease, I advise she review the stipulations of same and understand she will be responsible for any fees associated therewith. 

  Thank you for contacting us and hopefully the attached clarifies this matter.

  Best regards,

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

  Customer Answer

  Date: 10/03/2023

   
  I am rejecting this response because:

  I have received disrespect from your staff because they are un able to do their job. That 130 dollars did not cover anything for me. It is still not fixed and YOUR STAFF ignores me. 

  Do we have to escelate this issue? 

  
  

  Business Response

  Date: 10/09/2023

  Thank you for your message. We do not concur with ****************** presentation of the situation and as previously stated, we will not be offering any further refund above what she has already received. As evidenced by the correspondence and documentation submitted, the resident is not being forthright with the information she presented to the BBB. ************** will be held to her contractual obligations as outlined in her executed lease agreement.