ComplaintsforCushman & Wakefield/The Lund Company

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for a property owned by this company. In the application agreement it states if your application is not approved any administrative fees would be refunded. I applied for this apartment in June and my application was denied. I have been calling and emailing because they have not refunded me the administrative fee as stated in the agreement.

  

  Business response

  08/14/2024

  Dear *********,
  
  We apologize for the delay on your refund. We have processed your refund, and the check has been mailed and should arrive to you via USPS shortly. We appreciate you bringing this to our attention and have since provided some additional training to our property manager to ensure that this will not happen again in the future. If you need anything further, please feel free to reach out to us directly. We appreciate your patience in this matter.
  
  Sincerely, 
  The Lund Company

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a resident at Nichol Flats for a little over 5 years. For the past 3 years now there have been nothing but issues regarding upkeep, questions being answered, phone calls being returned etc....I have never been late with my rent payments and then my rent is increased by at least $70 for hardly any amenities that even warrant such an increase in the first place not to mention the area especially. There have been so many manager changes you don't even know who is managing the apartments anymore nor can you hardly get in touch with them. If you call them their voice mail is full or if you are able to leave messages no one returns your calls and when they finally do call you they are apologizing but continue with no return calls. The one and only maintenance person they have does not clean up his messes after he completes his job. My complaint is also with my lease either not being sent in a timely manner and or incorrect. But they want things signed in a timely manner or else your rent will be affected somehow. This company is hard to work with and the owners of these properties they are having this company manage need to be aware of what they are and are not doing. Therefore, because they are not doing what they are being paid to do by the owners of these properties they manage, they should not be increasing rents to the high amounts that they do especially for those that are never late on rent payments.

  

  Business response

  05/28/2024

  We sincerely apologize for the frustrations and inconveniences you've experienced during your time at Nichol Flats. Please know that your concerns have been heard, and we are committed to addressing them promptly and effectively. Your satisfaction and comfort are paramount to us, and we will do everything in our power to regain your trust and improve your living experience at Nichol Flats. Someone from our corporate office will be in touch with you soon to discuss this further. Thank you. 

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** *****

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a tenant of Echo Park Apartments. When I moved in there was a security intercom system on their entry doors and over time they removed them. Since, there has been a tenant next door who has violated several points on the lease, police have been involved multiple times, apartment haven’t provided any solutions and continue to have no solutions. The lack of ability to “buzz” someone in has created a safety hazard as I have had to let police in by placing me directly in harms way by having to go down and let them in. Police do not have access to the buildings. When brought to management there was a safety issue with police not being able to get in there was no solution. The tenants next door have been doing drugs, serious arguments, late night quiet hours extreme noise, threats to other tenants, police have been out several times and management shrugs their shoulders like their hands are tied. It’s to the point that 3 tenants in the building are freighted for their direct safety and Lund Co VP along with Property Management have been negligent and non responsive. Police absolutely should be able to be able to have access without tenants being placed in danger. Hostile living conditions. I lack the ability to have a peaceful quiet, and a safe space that the lease states I should be provided with. I am afraid to live here with these neighbors and their toxic, scary behavior.

  

  Business response

  04/26/2024

  Thank you for bringing your concerns to our attention regarding the issues you've experienced at Echo Park Apartments. It is our goal to provide our residents with a comfortable environment to call home and sincerely apologize if your experience has fallen short of that. We understand the importance of maintaining a secure and peaceful living environment for all of our residents, and we take your feedback very seriously. 

  Regarding the disruptive behavior of your neighbors and the multiple lease violations you have reported, we want to assure you that we are actively engaged with our legal team in finding solutions to mitigate the issues you've reported.
  Emergency services are and have been able to gain access into the buildings in the event of an emergency. However, we have initiated communication with them to ensure that all emergency personnel are aware of how to access the building if needed.
  

  Please know that your concerns have been heard, and we are actively working to address them as timely as possible. If you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate you reaching out and giving us the opportunity to improve the situation.

  - The Lund Company

  

  Business response

  05/07/2024

  Thank you for sharing this additional information regarding your concerns. We apologize for any inconvenience or frustration related to the removal of the intercom system at the property. The intercoms previously in place are not able to be reinstalled, but we want to ensure you that resident safety is our top priority. We have contacted local dispatch to confirm that the police department does have access to the exterior knox boxes and allow entry into the buildings. Furthermore, we are actively communicating with the area deputy to ensure that all of the emergency service members, including police officers, have accurate information and are fully aware of the access that they have available to them. 
  
  Thank you again for reaching out and providing additional insight, as it is our goal to provide a comfortable and safe environment for our residents. 

  Customer response

  05/08/2024

   
  Complaint: 21601009
  
  I am rejecting this response because:
  
  once again, police were called today 5/9 about drugs and 1211 and police had to call me to see how to get in. What you state is the case for emergency personnel is absolutely pad answers and NOT a solution. This is 4 times police have been called and had to call me to get in. I sent them to the office. Lund Company, what EXACTLY are you going to DO to allow police access in a real manner? A real solution. This is absolutely unacceptable 
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a resident at their summit falls location in lincoln. Submitted to end our lease in two months. Ive lived there for 3 years and they just charged me a dog poop fee for the first time in 3 years with no proof or explanation of why they did it. The lady on the other end was rude and had no reasoning. They are just money hungry. Horrible business to deal with.

  

  Business response

  04/10/2024

  Dear *****
  
  Thank you for sharing your feedback with us. We strive to provide all of our residents with a positive experience at Summit Falls and are disappointed to hear that you feel your time here did not meet your expectations. 
  
  Regarding the charge for pet waste, we want to provide some clarity. Our maintenance team collected a waste sample found on our property and submitted it to ****** Laboratories for further analysis to identify the responsible pet. The results conclusively matched the DNA of your pet; if you would like to obtain the lab reports again for further verification, we are more than happy to assist you with that. Further details of the pet DNA program utilized at Summit Falls can be found in the pet addendum of your lease agreement. 
  
  We take pride in our community and want to ensure that all of our residents will be able to enjoy a clean and pleasant environment to call home. 
  
  Once again, we apologize for any inconvenience this may have caused and appreciate you reaching out and giving us the opportunity to discuss the matter with you further. 
  
  The Lund Company

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of the *** **** ********** in August 2022. My family encouraged me to move at the end of my lease due to the unlivable conditions (cockroach infestation that was never taken care of, building code violations, giant hole in my ceiling from shoddy maintenance jobs, multiple calls to police for noise complaints that *** **** management wouldn't deal with). I am a college student so I moved from *** **** into the university dorms. I recently tried to rent a new place and I learned that my credit score dropped by 200 points. When I looked up my credit report I saw that I was turned over to collections by Lund for $164.02. I was never contacted by email, or phone and nothing was sent to my forwarding (permanent) address. I contacted Lund multiple times and was continually told there was nothing they could do about it. I disputed the charge with the credit reporting agencies and only one of the three agencies overturned the $164.02 due to lack of documentation from Lund. I have been unable to get the other two agencies to overturn this charge. I contacted Lund again and they refused to provide me with a copy of the letter saying I owed money and/or the notice that I was being turned over to a collection agency. I posted a review on BBB.com and received yet another generic response from the Lund company, restating the amount they claim I owe and another claim that they sent me a letter telling me this (which they still will not provide proof that it exists) they are insisting I try to dispute this with the collection agency they sent me to. I would have gladly paid the $164.02 if they would have sent a letter like they said they did to notify me I even owed anything, and I am outraged that this company thinks they can push people around and violate the Fair Credit Reporting Act. I am distraught and have nowhere else to turn, please help me to fix my credit score so I can just move on with my life.

  

  Business response

  04/12/2024

  
  ****, 
  
  Thank you for reaching out regarding the non-receipt of your final move-out statement. We understand the importance of timely billing and apologize for any inconvenience this may have caused.
  
  Upon investigating your account, we can confirm that the bill in question was indeed mailed to the address we have on file on 8/22/2022. Our records indicate that the bill was dispatched via USPS on 8/22/2022 and should have been delivered to you by 8/26/2022.
  
  In light of this, we kindly request that you:
  
  - Check with other members of your household or office to ensure the bill wasn't misplaced.
  - Verify that the mailing address we have on file is accurate and up to date. **** * ***** ******* Omaha, NE 68116.
  

  We understand that situations like these can be frustrating, and we are committed to resolving this matter promptly. As a gesture of goodwill, we’ve attached another copy of the bill via email to ensure you have the necessary information for payment.
  
  Sincerely, 
  The Lund Company

  Customer response

  04/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: I checked with **** informed delivery notices sent to the **** address and there is no record of anything from the company being delivered. 
  
  Sincerely,
  **** *******

  

  Business response

  04/22/2024

  ****, 
  
  We’ve provided a copy of the envelope that was mailed to you. In addition, we verified with our mail carrier that letters are not scanned on-site, so once the mail is picked up it is out of our hands. Unfortunately, this would be something that you may need to take up with *****
  
  Sincerely, 
  The Lund Company
  

  Customer response

  04/26/2024

   
  Complaint: ********
  
  I am rejecting this response because: I’m not asking for much, I would gladly pay the money you say I owe as soon as my credit score is restored. I just want to be able to move on with my life and find a place to live.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4,2023 I initially reached out to Old Mill Apartments about the health hazards which were the mold and water leak which was seeping into my apartment. Please see attached photos labeled as (mold). I never received a response to this correspondence On August 7,2023 I followed up about this issue because it started to cause water leakage and mold to protrude under my living room door and attract roaches into my dwelling. Please see attached emails in which old mill did not respond, ( labeled as to old mill). Due to the water leakage, mold, and roaches that began to protrude into dwelling it became inhabitable. Further, the water began leak and create puddles in my living room and the roaches eventually made their way to my bedroom which made it unsafe for me to use my dwelling overnight. Because old mill was not responsive and did not timely and properly make repairs, I had no reasonable choice but to vacate. Now Old mill is demanding I pay rent from date blank when in which I was forced to vacate for my safety. Old mill is inequitably demanding $3544.00 for rent owed since the day I was forced to vacate. This is not equable nor reasonable. My desired resolution I do not have to come out of pocket for the inhabitability I suffered. Worst case scenario I pay a fee for breaking my lease.

  

  Business response

  03/14/2024

  To Whom it May Concern,
  
  ****** ***** was a resident at Old Mill Apartments from 8/08/2022 to 9/25/2023. During the tenancy under The Lund Company management, two work orders were placed: front door of unit is not locking from the inside and tub is not draining properly. ****** did submit notice to vacate on 8/4/2023 stating health hazards due to roof leak in common area right outside apartment. The roof was repaired promptly and the common area carpet where the leak took placed was shampooed on 8/17/2023. After completion on 8/17/2023* *** ***** left a 5-star review on **********. For any further questions regarding this situation, we encourage *** ***** to reach out to the leasing office.
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problem that I experienced with this management company is that they failed to provide a safe and livable unit as they failed to address numerous maintenance request that I filed as a tenant at Concord Square Apartments/ **** * **** ** *** ****** **** ** ***** concerning ceiling leaks causing the ceiling in 3 rooms of the unit to collapse. Thus making this an unsafe place to live. They have placed a collection of Unpaid rent charged to me the tenant $3689.00 of unpaid rent and fees as I had to relocate to a save and livable residence for shelter. The company failed to make reasonable repairs, and failed to hire licensed maintenance staff to to address any issues with this property at **** ******* *** ****** **** ** *****

  

  Business response

  03/14/2024

  To Whom it May Concern,

  *** ***** was a resident at Concord Square from 8/03/2018 to present. During her tenancy under The **** Company management, four work orders were placed: toilet running, shower head replacement, no hot water and a roof leak. All work orders were promptly resolved by the onsite maintenance personnel, with the exception of the roof leak, which required the team to outsource this to a 3rd party vendor. The roof leak was reported in May 2023 and a vendor was in process of scheduling the repairs during the time that the property started transitioning to a new management company. 

  *** ***** continued to reside in her apartment without any further concerns. On February 2, 2024, a notice was served to her apartment due to non-payment of rent. On February 15, 2024, ******* ****** *********s changed management. Any balance outstanding, collection efforts and/or concerns regarding ******* ****** ********** is unknown to *** **** ******** 
  
  Unfortunately, we are unable to provide any additional information regarding any outstanding work order requests or status of repairs as The **** Company no longer manages ******* ****** *********** 
  
  Any inquiries regarding status updates of any repairs will need to be directed to:
  Indigo Living
  **** ******* *******
  West Des Moines, IA 50266

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into these apartments in March 2023 on the 8th. Within the first two months I noticed my refrigerator didn’t keep my food cold and the freezer would sometimes not even work and all my food would unthaw and go bad. I sent a maintenance request. They came and said they would fix it. They put in the notes it was fixed. I begin to use the fridge again and the same thing happens. I file another request they come and leave a note saying my gasket is blown and they will get me another one. This was in October. I just recently got a new fridge around Dec 20. This whole 9 months i had a broke fridge wasting food, gas, eating out everyday because i can’t save food in my house. It’s caused me to lose weight and much more. The whole time i was paying rent , my bills and everything. I have all the maintenance request and all.

  

  Business response

  01/18/2024

  *** ****** had a total of three work orders submitted regarding his refrigerator.  Each time a work order was submitted a member of our maintenance team entered his apartment and was able to repair the refrigerator. The final time the work order was submitted, a part was ordered to replace in hopes this would correct the issue.  Due to the delay in receiving the part, the property manager had her maintenance team install a new refrigerator on 12/20/23. To thank *** ****** for his patience during this time we will add a one-time $250 concession to his account.

  Sincerely, 
  The Lund Company

  Customer response

  03/27/2024

  The **** ******* - Also refrigerator problems are on the emergency maintenance list which requires you to call the hotline. There was hardly ever an answer and still there was no urgency in getting me a refrigerator. I was out of a refrigerator for 9 1/2 months. The maintenance team had no urgency with anything they do. I also had no a/c and electricity in my room for several months as well before any attempt to fix the problem was made. 
  

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

  

  Business response

  04/02/2024

  Thank you for bringing this to our attention. We value your feedback and will continue to work towards improving our services. We responded to this complaint on 1/18/2024 to which we offered *** ****** a one-time concession. Our records indicate that on 1/28/2024 this matter had been closed. In addition, *** **** ******* no longer manages ****** ****** ***********

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Im not liable for this debt with "The Gateway at skyline". I do not have a contract with the collection agency. I.P. they did not provide me with acontract as requested. The timeline of the debt is not true as i was already living elsewhere.

  

  Business response

  12/21/2023

  *** ****** ***** moved into Gateway at Skyline on October 1, 2022. 
  
  During *** ******* residence there was an incident that happened in which the Management Team offered to release him from his lease agreement. *** ***** accepted the offer and vacated at an unknown date; however, he did not turn in his keys. On July 31, 2023, during a routine occupancy check, we found *** ******* unit vacant. He failed to pay rent in May 2023, June 2023 and July 2023. Therefore, a balance remained for outstanding rent and was sent to collections. 
  
  Any questions or concerns regarding the final balance and/or payment arrangements can be made directly to National Credit Systems. 
  
  The Lund Company

  

  Business response

  01/09/2024

  *** ******

  We have received your forwarding address and will get the statement sent to you by the end of this week. If you have any questions, please reach out to [email protected].

  Thank You!

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***** *****

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live at one of Lund’s properties at **** ********* ** **** *** ***** ** *****. My point of contact is with their office and that has changed several times since I moved in here in March 2021. They can not retain employees, and I honestly understand why. My entire building is infested with cockroaches. I begged them for months to do something about it because they were a serious problem in all public areas including INSIDE the laundry machines. They finally, FINALLY decided to have pest control come to individual apartments to “spray” which increased the number of dead cockroaches everywhere, but somehow did not decrease the number of live cockroaches. They are everywhere. I have probably hundreds of emails between them and me that will explain how negligent, corrupt, and nefarious this company is. They continue to raise rent while forcing their renters to deal with inhumane conditions. They are a corrupt and frankly evil corporation. I just want to live in peace without diseased bugs everywhere. I do not deserve this and neither do any of their residents. It is disgusting and inhumane and corrupt. Please help.

  

  Business response

  12/12/2023

  ****, 
  
  We strive to provide the best possible experience for our residents; and we encourage all our residents to communicate directly with the office so we may have the opportunity to resolve any issues in a timely manner. As to your voiced concerns, we have responded immediately to the pest issue and have provided multiple treatments throughout the building. We continue to work with outside vendors to resolve the problem. Unfortunately, these treatments are not overnight solutions, and these situations can take some time to resolve. We assure you that we continue to work diligently on the pest issue. 
  
  In addition, while there have been some staffing changes, the majority of the management staff has remained intact, and your community has not seen numerous turnovers as stated. In fact, both the Manager and Maintenance Supervisor have been with that community for over a year. We do appreciate that you continue to call our community home over the past two years, and we hope to be able to resolve these matters to help ease your mind. 

  Sincerely,
  The Lund Company

*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. ↩