ComplaintsforCushman & Wakefield

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They will not replace my ac unit and keep lying saying they are sending contractors out to fix it and they have not. It’s 90 degrees in my house and I am pregnant. They will not respond to my emails I keep calling them almost daily I am sick of this. I have not had ac for almost a month. I want a billing adjustment and a repair

  Business response

  07/13/2022

  Dear *** ********,

  Please forgive the delayed response to your complaint.  This was routed to a few people before I received this yesterday, July 12, 2022.

  I certainly understand your frustration and apologize for the inconvenience of not having ac during a very hot period of time.

  I spoke with the Maintenance Supervisor today who confirmed that the system should be operating as intended at this time.  If this is not the case, please email me at *****.******************** for additional assistance.

  He confirmed that there were a couple of weeks where the system worked intermittently. He also confirmed that they thought it was finally repaired yet it went out again this past Saturday, July 9.

  Once the emergency hotline was called, he responded and delivered a window unit to your apartment.  He intended to return the next business day to replace the outside unit.  He was out of the office that Monday with a personal emergency.  As such, he returned Tuesday to work on the inside.  It rained that Tuesday and it was not safe for him to work outside.  He replaced the outside unit today, Wednesday, July 13.

  I am happy to discuss a discount for your inconvenience.  I will have a member of the office team contact you ASAP to discuss this further.

  Please also keep my contact information should you need additional assistance.  Please also accept my apologies for your inconveniece.

  *****

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The nature of this complaint is to resolve a matter addressing the unit **** at **** ****** apartments that I had currently lived in issues regarding the lease and the unit have called multiple numbers listed on cushman and Wakefield site left voicemails no return call sent out emails no response call office at apartments unable to speak to manager or get a phone number regarding issues with unit as far as roach infestation maintenance issues and so forth

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to inform you that my washer/dryer has been broken since April 10th. I put in a maintenance request on April 10th after which a repairman came to assess what is wrong with the washer. The repair person looked at it for 5 minutes and said that it is broken, and has been draining dirty sink water from my dirty dishes into my clean clothes, which is unsanitary and dangerous for my health. He told the office staff that it needed to be fixed and that they needed to send someone to fix it but the request was closed and no one has come since. I have gone to the office multiple times and sent emails but there has been little to no communication from the office staff. I am paying for a service which is included in my lease agreement but has not been provided. I have been forced to go do laundry at my own expense. It has been over a month and a half that my maintenance request has gone unanswered.

  Business response

  06/20/2022

  ****************** washer/dryer is an all in one unit. A repair man has looked at his unit twice and the machine is working correctly. The issue is a housekeeping one, which ************** has been relayed this information. The washer/dryer is hooked up to the plumbing that ties to his garbage disposal. In order for dirty water to not backup into the machine, he needs to make sure the disposal is empty and no dirty dishes are in the sink. These units were built in the 60's and all washer/dryer machines are connected the same way, as they are located where a dishwasher would normally be. There is no financially sound way for us to change the setup, as we would have to replumb the entire unit. If ************* will make sure he cleans the sink and runs the disposal on a regular basis and before doing laundry, this will not occur. We do not charge an extra fee for an in unit washer/dryer. 

  Customer response

  06/20/2022

   
  Complaint: 17284720
  
  I am rejecting this response because:

  The repair man told me himself that the washer and dryer is broken, and he noticed the smell coming from it as well. I clean my sink, and run my disposal but the smell still comes from the washer even when I haven't used it in over 2 months. The apartment complex knows that these units are old and unsanitary but won't replace them because there is no "financially sound way".
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in *** *********s in *** *****, which is "managed" (or owned?) by Cushman & Wakefield. My roommate and I have lived here for over 3 months, and each month, there are discrepancies on our rent. Each time I reach out for help, I receive no help from the apartment staff or management, so I have to reach out to Cushman & Wakefield as well. Neither are ever helpful and at this point with all the mistakes in billing, I'm afraid to leave my billing information on the rent platform. It makes me uncomfortable to live in a place where the owners/management/staff are either A) fraudulently billing customers monthly without them knowing unless they audit their rent each month and/or B) with a management/ownership that doesn't care for the well being of their tenants

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My apartment is full of mold black mold and I've put in several work orders for repairs I have asked for a lease or agreement copy and I keep getting told it's coming still nothing. I'm disabled and have asked for a van accessible parking space and have three doctors letters that I've emailed to the mangers and no response ignored. I've called the front office and they take the request by phone and in person still nothing in response to a copy of my lease agreement I need to file for assistance and I have no proof of my month to month lease agreement. They raise my rent at Will right after I asked them to monitor my handicap space that's when I started getting calls from the office on my lease and my mold requests aren't being addressed I have phone recordings as proof as well as my emails of my work orders my children have mold growing back under their beds they both have asthma I had to duct tape plastic on the walls to protect them from the mold. I've taken videos and photos and sent to management and maintenance even their attorney and they treat me like a second class citizen. 2/3/2022 they (Contractor Mr. ****, Manager *********** and ***** boss Mr. ****** Sr. Property Manager) came to inspect my apartment after their maintenance guy came to do repairs but got mad with me for questioning something he said about the mold recurring growing and he has to keep coming to clean it he left not doing the repairs on smoke detector not working for months, chipped paint and water stains on ceiling from previous water leak from upstairs neighbor and mold in kids rooms. management ignore my requests. I feel I'm being harassed all three men on 2/3/2022 inspected my complaints and saw the mold on my kids beds their walls the closet my room wall the broken smoke detector the water stains from leaks months ago and no one came back to do repairs or remove the mold if a fire occurs I have no warning broken smoke detector they made a verbal agreement on me staying 6 mths

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of my apartment complex in November 2021 that was in********** WA. Around December 22nd 2021 we finally got information in the mail with itemized sheet showing no charges of damages but showed our charge for carpet cleaning and cleaning the apartment that the previous manager forced us to pay for (not in signed contract) since covid was a issue. We finally received our deposit back in check form mid January 2022. I cashed the check and three days later in bounced. I emailed the manager who no longer works for *********** complex and also emailed the company to inform them that I'll be taking legal action if I don't get my deposit back. I finally heard back February 4th but have had no more responses from them to my emails. Legally they have 21 days to get my deposit back to me after I move out. The company informed me that they cancelled the check since I didn't get it until nearly a month after it was sent out on December 27 2021.. I was informed a new check was sent but I have not had any proof of a new check being sent. I wrote a demand email to the company stating I want all my non-refundable fees, and now the cleaning fee of $90 I paid (attached pictures of the cleaning I did when I left the keys) my deposit in full back since it's taking months for a cancelled/ bounced check arrived to me without my knowledge.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of the Lodge at ************* (which has Cushman and Wakefield as its parent company) in October of 2021. In the years that I lived there, we had numerous problems with maintenance that were never addressed, including an ongoing roach infestation. Even though I paid a monthly "pest control" fee, we constantly had pest issues, put in maintenance requests for it, and it was never dealt with. After I moved out (after giving 60 days notice, and paying for a month when I did not live there because of this) I received a bill for $1500. This bill was charging me for rug replacement from normal wear and tear, fridge damage due to resident damage, roach eradication fee, and damage to the tub (which was from another maintenance request that was never handled.) I immediately asked for proof of damage, and sent them the information from the maintenance requests that had gone unanswered. The proof of damage included pictures where they had thrown the blinds on the ground, there were no pictures of the fridge, and no pictures of the carpet beyond normal wear and tear. After going back and forth with management about this bill, and even conceding to let them keep the security deposit, they stopped responding to me and sent this bill to collections. The roach infestation violates ************** tenant rights, the damage due to maintenance requests that were unanswered is not tenant responsibility, and payment for replacing wear and tear items falls under the responsibility of the landlord. This bill going to collections (none of which is my responsibility to pay) has now severely negatively affected my life as it has shot my credit score during a world wide pandemic, where my husband lost his job in March of 2020 and still is unemployed due to Covid. With all of the protections put in place for Covid tenant protection (and the fact that this bill is unlawful regardless) it is unethical to send a bill so large for repairs that are not tenant caused or responsibility.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/02/03) */ Contact Name and Title: *************, Area Mgr. Contact Phone: ************* Contact Email: **********************.com Ms. *******, we regret to hear that you experienced these concerns. After personal review of your account, you moved out in October of 2020 and not 2021 with this complaint 16 months after your move-out. In the review of your service requests for pests/bugs, there are two in your file: 07.02.2018 & 06.25.2019 both of which were resolved. In the case of damages, you are correct, residents are not charged beyond normal wear & tear of a home, however, there were key items that you described above that are above normal wear & tear. Flooring/Carpet - since you had a pet, some stains wouldn't come out with a normal steam clean. That said, to prepare the home for the next family, we had to replace the carpet due to damage. All carpet is based on a proration of 5 years. You were charged the prorated replacement costs. Refrigerator, Blinds, and Tub Resurface - Again, usage beyond normal wear & tear due to negligence & damage Finally, upon move-in to your home, you signed an inventory & conditions forms list. All residents can note any damages of items at move-in before taking over possession of the home. In the review of this file, there are no indications that the above items were noted on this form. That said, the resident assumes all responsibilities of damages at move out. This is the Lodge at *************** final stance on this matter. ************* Area Manager Consumer Response /* (3000, 7, 2022/02/03) */ My original complaints were immediate, the delay was filing to the BBB because after over a year, they have still not been addressed. As regards to your saying the roach infestation was "resolved" if that were the case, then why am I being charged for roach treatment after moving in 2020 if the infestation had supposedly been resolved in 2018 and 2019, as well as being charged by damage caused by the infestation? Your statements are contradictory. I reported the problem in a timely fashion, and if it was resolved by maintenance there would be no damage or need for treatment that I would subsequently be charged for. In response to my pets, they were not allowed in the bedroom and weren't in where the carpet was. I also paid a monthly pet fee, which would cover any supposed cost. With the refrigerator, blinds and tub I don't understand what beyond normal wear and tear is supposed to mean - none of these items were used in any other way than their intended use. When I asked for pictures, the blinds had been thrown onto the ground, which is not where we left them. There had been a maintenance order in for a leak above the tub which was never addressed or fixed, which is not my responsibility to fix. No pictures of supposed damage to the fridge were provided. Business Response /* (4000, 9, 2022/02/04) */ Ms. *******, Thank you so much for your response. Upon move out, we took pictures of the condition and living conditions of the home which support the charges for damages. All charges assessed are considered conservative and fair. No adjust will made to the account. Out of the respect for privacy, we have refrained from attaching/posting photos at this time. Should you need to see to see them, please reach out to me directly and I will be more than happy to send those to you. *************, Area Mgr.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get in touch with someone at Cushman and Wakefield for 3 weeks to get a response related to a safety concern in my apartment. I live at the ********************************* and have submitted claims in writing related to unfixed issues from the Winter storm in February. There is now mold growing in my apartment wall, which I have notified them about as well. In addition, I was left without air condition and no ability to contact emergency maintenance for over 24 hours. When I called Cushman and Wakefield to try to get this resolved I was told by their answering service that they had been given explicit instructions to tell people that they don't manage this property, despite the fact that it is on their website and I know that they do. I have submitted two formal complaints in writing to Cushman and Wakefield and followed their procedures and have received no communication back from them. I have tried to get the information for my property manager's supervisor and she refuses to provide this, citing that it is COMPANY POLICY to withhold this information. I have left at least 6 voicemails and still receiving no communication. I have sent emails the entire Regional Property Team and still no communication. This is a huge issue and seems to be corporate policy to leave tenants who pay rent (I have never missed a payment) who are trying to report a SAFETY VIOLATION with no recourse whatsoever. This is not at all an acceptable way to manage a business, especially when people's health and safety are on the line.

  Business response

  12/10/2021

  Business Response /* (1000, 7, 2021/11/08) */ We have resolved complaint with ****** ******* please reach out she will confirm this matter has been taken care of.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August of this year, I filled out an application to rent an apartment at ************, which is managed by Cushman & Wakefield. The apartment was for my disabled brother. I asked the leasing agent, *************, if I would be able to guarantee the apartment as my brother is unable to work and has no credit. I was told that the on-line application would allow me to do so. However, this proved not to be correct. I made repeated calls to *********** and sent her numerous emails but she refused to respond or assist in any way. I went in person to the complex and the agent on duty ("*******"), after initially not answering the door, said that she could not help. The application was ultimately rejected - because of my brother's credit or lack thereof - after I was charged $500+ in non-refundable application fees. This agent affirmatively misrepresented the application process to me. She and her co-worker had no interest in providing any assistance to correct the situation.

  Business response

  10/11/2021

  Business Response /* (1000, 7, 2021/10/08) */ The applicant paid 2- $50 application fees and a $150 admin fee that has been mailed to the applicant twice in attempt to return the fee due to the denial of the applications. ******** was notified that the first refund check was returned to the leasing office due to an undeliverable address so a new address was requested in order for ************ to send another refund check to the applicant. ************/Cushman Wakefield utilizes a 3rd party application screening company to process applications to ensure all applications are screened in the same manner. Our screening criteria states the screening process that all applicants must read and acknowledge prior to applying. Consumer Response /* (3000, 9, 2021/10/08) */ I received a refund check for $150 although I was charged $250 for submitting an application. The entire amount needs to be refunded as I would never have submitted an application in the first place if I had been informed that the credit of my disabled brother had to be considered as part of the application process.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im having issues with my apartment complex called ******************* on **************** in Atlanta. Cushman and Wakefield are the owners of the leasing. I have a river in my living room from my air unit and no one will come out to fix the issues. I have put in several work orders and even contacted code enforecement. Code enforcement has come out several times as well and still Im having the same issue. This has been detrimental to my health as I feel the leak can cause mold.

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/18) */ Contact Name and Title: *************-Regional Mg Contact Phone: ************ Contact Email: ************************** In response to *********** complaint - the source of the leak has been discovered by our contractors and repairs are currently in progresss. I have an appointment with ********* on 8/19 to look at her apartment for follow up Consumer Response /* (3000, 7, 2021/08/20) */ I appreciate the things being fixed in my unit. However I did receive a letter stating I can't renew my lease and I'm not understanding why? Is it because I want my issues to be fixed? I'm not happy with how I'm being treated Business Response /* (4000, 10, 2021/08/20) */ Your non renewal is not related to your repair. I will be in touch directly to discuss the details.

*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. ↩