Complaints

This profile includes complaints for Bell Partners, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bell Partners, Inc.

  300 N Greene St STE 1000 Greensboro, NC 27401-2173

• 

  Bell Partners, Inc.

  PO Box 3288 Greensboro, NC 27402-3288

• 

  Bell Partners, Inc.

  3201 Walnut Creek Pkwy Raleigh, NC 27606-3620

• 

  Bell Partners, Inc.

  1300 Lynnfield Rd Memphis, TN 38119-5740

• 

  Ashmore Bridge Estates

  423 W Butler Rd Mauldin, SC 29662-2532

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:11/05/2024

  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 want to file a formal complaint against ***************, regarding the mishandling of move-out charges, lack of responsiveness from their team, and an unjust referral to collections despite an open inquiry. I lived at *************************** **************************** On 8/15, I received an email from ******** ****, a representative at Prominence Apartments, stating that I owed a move-out balance of $370. I responded immediately, questioning both the charges and her statement that no security deposit was on file. Upon moving in, I was instructed to sign up for a security deposit alternative with ePremium Services, which should have provided coverage up to $400. I requested clarification from Ms. **** on why this information was missing from her records.After no response, I sent a follow-up email on 8/19. Ms. **** replied on 8/20, stating that she was still waiting for a response from corporate regarding my deposit. Despite this, my subsequent follow-ups on 8/22, 8/26, 8/28, and 9/3 all went unanswered.On November 1, I received a call from a collection agency, notifying me that Prominence Apartments had sent my account to collections for the $370 balancedespite my open and unresolved inquiry. I immediately contacted Ms. **** by phone and email, copying ****** **********, the regional manager. Neither Ms. **** nor Ms. ********** responded.Finally, on the morning of November 5, I managed to reach Ms. **** by phone. I forwarded her the entire email chain, and only then did she acknowledge seeing the $400 deposit listed as insurance on my account. She stated that she now needs to work with accounting to understand why it wasnt applied to my balance. She concluded by saying that she might call me back today if she can.This level of unresponsiveness and lack of accountability, despite having sent my account to collections without resolution, is unacceptable. I am requesting:*Immediately remove my account from collections.*Clear the $370 charge

  Business Response

  Date: 11/21/2024

  On behalf of ***************************, the management company for the Prominence apartment community (the Property), we appreciate the opportunity to respond to the complaint by ****** *******.
  
  Based on the complaint, it appears that Ms. ******* is principally concerned that her alleged $400 security deposit was not applied to her $370 move out balance after vacating her previous apartment at the Property.  We have reviewed the circumstances surrounding this complaint and determined that there is no record of that deposit payment on her lease or ledger.  As a result, the unpaid balance in the amount of $370 was sent to our third party collection agency vendor.
  
  While we do disagree with her assertations, as a customer service gesture and as a means to resolve this matter, we will cancel Ms.Stewarts outstanding balance.  Our third party collection agency vendor has been notified that the debt has been canceled.  In light of this resolution effort, we consider this matter closed.  

• Initial Complaint

  Date:10/30/2024

  Type:Facilities 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 want to file a complaint against Haven 124 at ************************ management company *************************** Since we moved in July *******, there has been nothing but issues. Since the First day of living here, the dishwasher was completely broken with bugs and a disgusting smell, the kitchen sink does not work properly, the dryer was never hooked up, there is water damage on the ceiling in various spots, there is a leak in the master bathroom skin that has never been addressed, BEFORE we even moved anything in we found cockroaches in the fridge and now its been a ongoing issue. None of the windows actually seal allowing large amounts of cold air in and another safety issue AND lets bugs in. There is trash all over the property and it keeps attracting rats, bugs, raccoons and its become an issue because they are now coming into apartments. I NEED all the issues fixed to feel safe living in my own home, this is absolutely disgusting and no one seems to care. I want everything fixed and I feel as though I need to be compassionated for living in this disgusting environment. I pay almost $1000 extra in rent that advertised and for what? A disgusting place.

  Business Response

  Date: 11/21/2024

  On behalf of ***************************, the management company for the Haven 124 at **************** apartment community (the Property), we appreciate the opportunity to respond to the complaint by ****** *****.
  
  As an initial matter, we understand that Mr. ***** is not completely satisfied with his resident experience, and we regret any inconvenience that he may have experienced.  **** has recently taken certain measures to increase the response time for resident work orders,including hiring additional staff at the Property.
  
  On November 1, 2024, the maintenance team visited Mr. ****** apartment to address his open work orders.  At this time, repairs were completed for the kitchen sink, dryer, and windows.  Mr. ****** dishwasher was also replaced. The source of the leak in the master bathroom was repaired, and no other water damage was found in the apartment. Furthermore, the site team has taken measures to ensure the cleanliness of the Property, and it will continue to take affirmative action to prevent non-residents from leaving trash and bulk items around the Property.  To be clear, this will remain a daily priority for the site team.
  
  While it is unfortunate that Mr. ***** has experienced these issues during his tenancy, the Property has acted appropriately and addressed each request and determined that no further action is needed at this time.  Notwithstanding the fact that we believe the site team put forth its best efforts to address Mr. ****** concerns, Bell will, as a customer service gesture, offer a concession in the amount of $500.00 for the inconvenience Mr. ***** experienced. 

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 were unfairly treated by Bell partners staff. The property manager at ************************* was unprofessional & incompetent. ****** advised employees not to speak to us because of a prior complaint. We mutually terminated our lease due to an infestation of roaches in our building. ****** confirmed that other units had pest control issues as well. We never received a move out checklist, a walk through & the office stop communicating with us. We returned our *********** to the office. We met with the regional director *** on 7/12/24 & discussed termination of the lease. We were told it would take 7 days. *** followed up on 7/23/2024 via phone call telling us she would email the lease termination paperwork. We never received an email. We emailed *** on 7/31/2024 asking for an update. We received a response on 8/5/2024. We let *** know we would leave 8/19/24 if we received confirmation by 8/9/24. She never responded.We called again on 8/20/24 & never received a call back from ***. We received an email on 8/20/24 from ****** asking for a move out date. 9/9 was the move out. In our meeting with ************ we mentioned that the ledger was wrong. We had no prior ledger issues with old management. We have a response on 8/5/24 from *** confirming that she was working on getting us credits. We received a response from ** ***** on 9/6/24 that the conversation doesnt align with Kims recollection of things and no credit will be given. It is inappropriate to charge us late fees, that were IT mishaps on their side. We received an email from ***** on 9/6/24 stating that the ledger would be fixed once we left and she would apply a credit for the late fees and Septembers rent. West Village puts us in collections and never fixed the ledger as promised. We are asking for the balance to be adjusted to zero based upon all the issues we have experienced including unprofessionalism, mismanagement and unfair treatment towards our family. Please escalate this issue above the ***

  Customer Answer

  Date: 11/07/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 11/11/2024

  On behalf of ***************************, the property management team for the West Village apartment community, we appreciate the opportunity to respond to Ms. ******* concerns.
  
  Ms. ******* principal concern appears to be in regard to the pest control at *************  Please know that Bell Partners takes all resident requests and concerns very seriously.  The property management team--along with our pest control vendor--inspected Ms. ******* home on more than one occasion, and no infestation was ever found.  In addition,since vacating the apartment, no issues with pest control were found during the time the apartment was serviced for the next resident (or since).  Despite the fact that no pest control issues were found by any member of our team or our pest control vendor, Ms. ***** continued to insist there was an infestation.  As a customer service gesture, the ********************* team agreed to allow Ms. ***** to vacate her home before the expiration of their lease agreement.  The team also agreed to waive the early lease termination fee, and  to waive the 9 days of prorated rent in September ($529.50).  We explained at the time this offer was extended that we would not agree to waive the balance of July, all of August and any utilities due for September.  A breakdown of the remaining balance is below:
  
  The last payment on the account was 7/3 and was for $1763.61.  The expenses due for July were:

  Rent for the apartment = $1765.00 
  Rent for a garage = $150.00 
  Storage unit = $30.00
  Cable = $55.00
  Valet = $25.00
  Water/sewer = $87.39
  Pest Control = $2.00 
  Taxes (garage and storage) = $12.60
  *Total due for July = $2126.99 -  minus payment of $1763.61 = July balance carried forward $375

  
  August breakdown below:
  rent for the apartment = $1765.00 
  rent for a garage = $150.00 
  storage unit = $30.00
  Cable = $55.00
  Valet = $25.00
  Water/sewer = $76.88
  Pest Control = $2.00
  Taxes (garage and storage) = $12.60
  Late fee = $100.00
  *Total due for August = $2,216.48
  

  Ms. ***** agreed to vacate the apartment home on 9/9.  She did not return possession until 9/10.  Our system charged the rent for September through 9/10.  Ms. ***** was also provided with a mutual termination agreement to execute--however, to date she has not signed the agreement.  Once the agreement is executed, we can/will adjust off the prorated rent of $529.50, and the September late fee of $100 will also be adjusted off.  The $58.83 for the extra day in September will remain on the account.  Ms. ***** is also responsible for the prorated rent for the garage, storage units and the final billing for all utilities (billed in arrears:  cable, valet, water, pest control and taxes).   The early termination fee's were not assessed against the account.
  
  We feel we have been fair and reasonable in agreeing to waive the termination fees along with the 9 days of prorated rent.  We will not agree to waiving the remaining balance.

  Customer Answer

  Date: 11/13/2024

   I am rejecting this response because:
  We would first like to address that there were pest control issues both in our apartment and our building. We have pictures and video that we have taken during our residency at ************ that we have offered to share and management has continued to decline reviewing. There were multiple neighbors in the building that can confirm that there were pest issues specifically roaches in the building. Our main concern is surrounding the unfair treatment we received as tenants of ************. We requested to leave back in July.  Management has had poor communication and did not respond to our emails which caused our move out to be longer than expected. We have been asking since July for the mutual termination agreement which we still have not received to this date. I have emails to corroborate our claims. Lastly, we vacated the property on 9/9. We emailed and called the office on 9/9 and no one responded. We received no move out instructions or checklist. We never received a bill. Bell partners put me in collections immediately without giving me a final bill. I was told the ledger would be corrected once I left. I was never told I would be put in collections. This is unfair, unacceptable and a form of retaliation. We turned the keys in on 9/10 because your staff was in the office on 9/9 and did not answer the door.
  We do not agree with a charge for 9/10 because we did not stay at the property on this date. We do not pay $150 for garage fees and never agreed to pay $150. The garage fees were $125. There were IT issues surrounding the garage fees and we were told by *** that garage fees were to be waived. 
  Please have the President or CEO reach out. We are insisting that we speak to someone higher than the ** if whoever is answering this email is unable to adjust the balance to zero. We are insisting that the balance be waived.  We were treated unfairly and terminated our lease to avoid any further problems. 

  
  

  Business Response

  Date: 11/28/2024

  While we do appreciate Ms. ******* continued engagement in this matter, we believe that the concessions previously provided to Ms. ***** have been fair and reasonable.  Accordingly, the Property team is not willing to waive the remaining balance.

  Customer Answer

  Date: 12/05/2024

   I am rejecting this response because:
  We never received a final walkthrough, we never got move out instructions, we were never given a final bill, we were never given our security deposit. I was put in collections. We came to the office on the day we were scheduled to move out and they would not open the door to take the keys from us. Granted there was a storm that day. But my husband stood at the door of the leasing office and saw members of the team talking and knocked on the glass door and they ignored us. We emailed the office letting them know that the unit was vacated as agreed to on the move out date. We came the next morning and returned the keys back to *****.
  The office stopped communicating with us. Employees were told not to speak with us because of a prior complaint. This is retaliation. We have dealt with a lot of issues since moving into ************ from pest control (roaches and gnats) foul unbearable odor in the halls, uncleanly hallways, subleasing across from us, flooding, unprofessional behavior from members of Bell Partners. This is definitely not luxury living as advertised. I have still not received a call as requested from the President or CEO of Bell Partners. Also, it is more apparent how unprofessional the team responding to this complaint is because no one is willing to call back. 
  The team shows more contempt and an unwillingness to communicate and bring this situation to a mutual close. The team would rather be right at any cost, than to do right at any cost. Moreover, even now that the BBB is involved, their only communication is that they refuse to communicate. Please be aware that even though our access to our resident portal has been taken away we do have a plethora of screenshots to prove our claims of wrong doings on the side of Bell Partners. The final bill we never received is still wrong even if they want to be right.
  
  I am still awaiting a call back to this day. 
  

• Initial Complaint

  Date:10/17/2024

  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.

  Dear Bell Partners Company,I am writing to dispute the deductions made from my security deposit for Legacy North Apartment ******, which I vacated on August 31, 2024.Background:1). Returned apartment key on August 31, ******). Leasing office stated deposit would be returned within 5 business days.3). Received deposit check for $335.52 on October 15, 2024, with unclear deductions of $164.48.Concerns:1). Lack of Itemized Deductions: No itemized list of deductions was provided, violating Texas law (***************************************************************************************************).2). Unexplained "Touch-up Paint" Deduction: $100 was deducted for "touch-up paint" (as mentioned by ****** ********, an Accounting Manager), without any explanation or evidence.3). Apartment History: The apartment had severe mold in May and was flooded by hurricanes in June/July. Extensive repairs by maintenance and third-party teams were still incomplete (including unpainted areas) when I vacated on August 31.Request:I request the following:1). An itemized list of deductions with descriptions of damages.2). Pictures of the apartment before and after repairs.3). Receipts for materials and labor.4). Clarification on the "touch-up paint" deduction, including the location and extent of the work.Texas Law Compliance:As per Texas law, landlords must:1). Return security deposits within 30 days.2). Provide an itemized list of deductions with descriptions of damages.3). Only charge for abnormal damage, excluding normal wear and tear.I look forward to your prompt response and resolution.Sincerely,J

  Business Response

  Date: 10/25/2024

  On behalf of ***************************, the management company for Legacy North apartment community (the Property), we appreciate the opportunity to respond to the Complaint by ****** *** regarding her concerns related to move out charges.
  
  Based on the Complaint, it appears that Ms. *** is principally concerned with a $100 paint charge that was deducted from the $500 security deposit while processing the final account statement after her tenancy at the Property.  Please know that Bell Partners takes concerns such as these very seriously and ensuring that residents and former residents are satisfied with their property experience is always our highest priority.
  
  We have reviewed this matter in further detail and determined that Ms. *** was charged in error for the paint charge.  The onsite team has reached out to the accounting department to reverse this charge, process a refund, and send the check 2-day air to the forwarding address on file for Ms. ********** The Regional Director responsible for overseeing the Property is reaching out to Ms. *** to notify her of the current steps being taken to resolve this matter.  As such, we believe that we have satisfactorily addressed this matter, and request that the BBB close its file on this matter.

• Initial Complaint

  Date:10/10/2024

  Type:Order 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 been a resident for 5 years, renewing my lease before Mr. ****** became the **. I am terminating my lease early due to his abrasive management style, particularly regarding tenant health. When I expressed my concerns, Mr. * suggested I break the lease, pay a penalty, and leave. While I am following through, I believe I should not have to pay an early termination fee, as my leaving stems from my discomfort with his approach. Mr. * seems to believe he can manage this property without regard for tenants. For instance, the email about preventive maintenance did not mention that someone would be opening appliances and taking pictures inside them. I felt my privacy was violated when my washing machine was unexpectedly opened for photos. Mr. * stated, As a management company, we are not obligated to consult with residents. I simply expect to be informed when someone is taking pictures inside my appliances. The final straw was the recent mandatory pest clean-out, where every building was sprayed with insecticide, regardless of pest issues. Its crucial for me to avoid toxins, particularly without a valid reason, as I do not have a pest issue. We were only notified about the timing of spraying in our individual apartments, and it took several attempts to get details about the treatment of hallways and trash rooms. Mr. * claimed there were "no common areas sprayed without resident notification," which is inaccurate. I learned the mailroom had also been sprayed, and treated areas should be avoided for at least 4 hours. I became concerned about exposure but could not gather information on when it was sprayed. What other actions are being taken on the property that could be harmful to me without any notification? Given this, I do not feel comfortable staying in an apartment complex managed by Mr. *. If I believe your actions jeopardize my health and privacy, I should be able to terminate my lease without penalty. I asked Mr. * to waive the fee, but he denied my request.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:

  
  

• Initial Complaint

  Date:10/10/2024

  Type:Delivery 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 moved out 5/2024 and still have not received my security deposit back.

  Customer Answer

  Date: 10/14/2024

  20th Street Station Apartments

  Name on Lease: ******** J Severson 

  Business Response

  Date: 10/23/2024

  On behalf of ***************************, the management company for the ******************* apartment community (the Property), we appreciate the opportunity to respond to the complaint by ******** ********.
  
  Based on the complaint, it appears that Mr. ******** is principally concerned that he has not been refunded his deposit after vacating his previous apartment at the Property.  We have reviewed the circumstances surrounding this complaint, and determined that on June 12, 2024,Mr. ******** was issued an initial refund check in the amount of $643.04. In ******* Mr. ******** contacted the Property stating that he had not received the check, and the refund check was then re-issued.
  
  To resolve this matter, the Property team has contacted the accounting team to get the check re-issued again and confirmed that Mr.Seversons forwarding address is correct.  On October 11, 2024, a new check was issued in the amount of $643.04, and Mr. ******** should be in receipt of that check now.  As such, we consider this matter resolved. 

  Customer Answer

  Date: 10/23/2024

  The reason the original check did not arrive is because the company mailed it to my old address despite me providing them with a forwarding address. Also, I did speak with the property manager but as of 10/23/2024, I have not received the check. 
  
  

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair 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.

  On 07/08/2024 at 12pm I submitted a maintenance request regarding my washer. This entailed that the washer was not draining at all. I have tried several times trying to reach out to the office to have this resolved and no one answered. I show up in office and ask them to try and get this resolved and sure enough they said they would but no one came. It is currently 10/09/24 and no one has reached out to us let alone come and resolve the issue. For the last several months I had to hand wring out every single clothing material. Until a point were we decided to go to the laundromat. Over the last 3 months we have spent over $400 at the laundromat because we have 2 kids that are very messy.An email was sent out on 8/21/24 saying that they will be doing mandatory inspections and doing regular maintenance, including but not limited to changing air filters, batteries in smoke detectors and thermostats. Estimated dates of these inspections are included in photos of the email.I am in Phase 2 Building 9 the estimated day that the maintenance and inspection was supposed to be Friday, 09/06/24, I was at home all day, and I didnt even hear a single knock at the door.

  Customer Answer

  Date: 10/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22403335, and I accept it.

• Initial Complaint

  Date:09/21/2024

  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.

  ******************************* has been out of service for 3 months. This is completely unacceptable. I am unable to climb 3/4 flights of steps every day, multiple times a day with a baby. Please fix this or compensate me. Im pretty sure this is a violation of the state.

  Business Response

  Date: 10/02/2024

  On behalf of ***************************, the management company for the ********************* apartment community (the Property), we appreciate the opportunity to respond to the Complaint by ******** **** regarding her concerns at the Property.

  
  Based on the Complaint, it appears that Ms. **** is principally concerned with the elevators currently being inoperable. Please know that Bell Partners takes concerns such as these very seriously, and ensuring that residentsand potential residentsare satisfied with their Property experiences is always our highest priority.

  
  The building in which Ms. **** resides in, **************************, was struck by lightening on July 23, 2024. In result of this, both elevators in this building have since been inoperable. *************************,the contractor in charge of the elevator repair, has been working diligently to get these elevators repaired. Although they are currently experiencing resource allocation issues resulting from the recent ******, **** anticipates beginning the repair work in the next week or two.

  
  We most certainly understand how frustrating and inconvenient this can be. We will continue to provide updates as we receive them.

  Customer Answer

  Date: 10/03/2024

   I am rejecting this response because:
  
  I would love to be compensated for not having an operating elevator for the last 3 months. I live on the 3rd floor. Getting home everyday has been a struggle for me.
  

• Initial Complaint

  Date:09/16/2024

  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 been a reliable tenant at ******************************* for nearly 6years, consistently paying my rent on time, often ahead of schedule. Never a problem until I asked for a standard protocol.Recently, I encountered a problem with their maintenance team. I requested that the leasing manager ensure the maintenance staff provide advance notice before entering my apartment or, at the very least, leave documentation of their visit and the reason for it. Since then, Ive noticed troubling occurrences: items on my late son's memorial, such as a tea candle, have been moved or knocked over, and maintenance personnel have entered rooms unrelated to the reported issue. Their excuse was that the candle was burning. Which is a blatant lie. When I raised these concerns with the leasing manager, she chose to penalize me rather than address the misconduct of the maintenance team.Moreover, when it came time to renew my lease, I was told I had to reapply, unlike other tenants who had their leases simply renewed. My application was then denied based on a criminal record I do not have. This is the same record that was acceptable during my previous six years as a tenant at *************. To make matters worse, when I applied to another apartment community, I was given a negative reference by the Addison Point leasing manager. This is libel slander - I have made one single request out if the 6 years I have lived there - just one, and that is the request mentiined above. And because of the housing markets leasing manager feel they can treat their tenants any way they want! This behavior is clearly discriminatory and unacceptable.Rather than allowing me to leave on good terms, it appears that the goal is to damage my rental history and reputation.

  Business Response

  Date: 09/23/2024

  On behalf of ***************************, the management company for the ************* apartment community in **********, **************, we appreciate the opportunity to respond to the complaint submitted by ***** ***********. 
  
  Based on the complaint, it appears that Mr. *********** is concerned with: 1) certain maintenance requests performed in his apartment; and 2) the status of his transfer application at the property.  Bell Partners takes complaints such as these very seriously, and ensuring the satisfaction of our residents is our highest priority.
  
  As an initial matter, the maintenance team conducts all maintenance and repair work at the property in accordance with both Bell Partners standard procedures and the terms of the residents lease.  With regard to Mr. ************ specific concern that a tea candle in his apartment had been moved, the maintenance team did enter Mr. ************ apartment in response to a service call, and, when they discovered that a candle had been left burning in the apartment while no one was home, they extinguished that candle for safety purposes.  This fact has been previously explained to Mr. ***********.
  
  Moreover,the property is currently undergoing extensive renovations, and all residents interested in transferring to a renovated unit were required to undergo credit and criminal screening.  Mr.************ application was denied, in accordance with the propertys standard criteria.  However, a representative from Bell Partners has reached out directly to Mr. *********** to discuss his appeal of the screening result, and we believe that this matter has been satisfactorily resolved.

• 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.

  On July 27, 2024, *************************** in *******, ** became an uninhabitable building for all residents due to a fire caused by Bell Partners Negligence. Residents were told we would receive our security deposits back in the form of a check, and I have yet to receive my $250 deposit. Although I provided proof to two representatives of the company, I have yet to be compensated. My emails and phone calls have not been returned although I was told they would several times. The last communication I had with **** was August 30, 2024. *************************** did not keep track of my security deposit from the time I transferred from one apartment to the next in 2018. Although they didnt acquire the building until 2022, they are legally obligated to have my security deposit from the transfer of the building from ********* to ****. Bell Partners has not tried at all to resolve this issue. They just notated my questions and concerns, but never replied to me via phone or email. I would not recommend living in any of their apartment communities. They do not maintain the building up to code, and violated several city ordinances. They have called the police on residents who have advocated for themselves. Its a shame that I have been a paying resident and been treated less than human.

  Customer Answer

  Date: 09/16/2024

  My name is ****** ******, and my apartment was ***************************************************************************************

  Business Response

  Date: 09/24/2024

  On behalf of ***************************,the management company for the *************************** apartment community (the Property), we appreciate the opportunity to respond to the complaint by ****** ******.
  
  As an initial matter, we would note that the Property suffered a fire on July 27, 2024, which resulted in substantial damage.  Based on the damage from the fire and the fire-suppression measures, all leases at the ***************************** leasewere terminated.  Bell Partners recognizes that this has been an extremely difficult time for the Propertys former residents, and we have provided several financial concessions to assist those former residents as they locate new housingincluding providing a customer service gesture in the amount of $1,000.00.   We do, however, dispute the allegations of fault set forth in the Complaint.
  
  Ms. ****** was provided with a concession in the amount of $1,190.20, which reflected the above-referenced $1,000.00 payment and a prorated refund of Ms. ******* prepaid July rent.  Based on the Propertys records, however, Ms. ****** did not pay a security deposit when she initially moved into the Property.  As such,there is no security deposit to refund, as demanded in the Complaint.  ************* is able to provide documentation confirming that she paid a security deposit, we would be more than happy to review that documentation.

  Customer Answer

  Date: 09/25/2024

   I am rejecting this response because:
  I have provided proof via email multiple times that I paid a security deposit. You cant move into an apartment without a security deposit. I was told by Bell Partners via email that there was an issue with deposits when the building transitioned from ********* to Bell, and that some one would get back to me to send me a check. Its not my problem that the ledger **** has does not include records of when I transferred from 1057, paid a deposit, and my deposit rolled over to 4049. If I dont receive payment, I will move not only forward with legal actions stated by the ************************ negligence , but also sue for my security deposit with interest.