ComplaintsforCushman & Wakefield/The Lund Company

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been renting with the ************************ which is managed by The Lund Company since September of 2021. My lease was supposed to end October 1st 2022. I have reported and complained about my neighbors over the course of the last 5 to 6 months. My main complaint is that they smoke marijuana in their apartment. Smoking is not allowed in the building. The smell from them smoking is very strong in my apartment. It got to the point that I could barely stand to be in my own apartment. I reached out by phone, voicemail, and email numerous times reporting smoking. There was no action taken. Finally, I asked if I could move units. I was told I could, but I would be charged a $*** transfer fee as well as an increase of $*** in rent per month even though it was the same floor plan. I have finally decided to terminate my lease on June 1st, 2022 as smoking is still occurring next door. I have given proper notice. Per my lease, I'm to be fined $**** for terminating my lease. However, I did not want to terminate my lease and was only doing so due to the failure of the landlord to provide a non smoking environment. They told me after I gave notice that they did not notice evidence of smoking when they did their annual inspection. This inspection lasted less than a minute and we were given 3 days notice. Everyone who has visited my apartment reports the smell of marijuana. Furthermore, I saw a notice on this same neighbors door for restitution of property from ******* County. All I want is for the fee of $**** to be waived as it is of no fault of mine that I have decided to terminate my lease.

  

  Business response

  06/20/2022

  Business Response /* (1000, 5, 2022/05/27) */ May 27, 2022 Re: BBB Complaint Case #********* To Whom it May Concern: Ms. ********* has been a resident at ************* since the start of her lease on September 1, 2021. On February 12, 2022 the ************* office received an email from Ms. ********* regarding a smell in her apartment/hallway. The Property Manager responded to the email from Ms. ********* and immediately tried to locate the source. Unfortunately, Management and Maintenance was unable to locate where the smell was coming from. A notice was then placed on all apartment doors in the building reminding residents and guests that ************* is property is non-smoking property. On March 9, 2022 the Property Manager was contacted by Ms. ********* and offered to move her to another apartment within the building that was the exact floor plan and price. Ms. ********* responded that she was interested. However, the office did not receive any further communication until April 14th declining the transfer. During our annual apartment inspections in March 2022, the Management and Maintenance Team inspected all of the apartment units in the building and made a note to look for any evidence of smoking in any home. Ms. *********** floor was inspected on March 25, 2022. At that time, no evidence was found in any apartment, neither on the same floor as Ms. ********* nor the remaining floors. On May 3, 2022 another reminder was sent via email to all residents reminding them of the non-smoking building and policies. On May 10, 2022 Ms. ********* requested a copy of her lease stating the buyout options as well as provided the office an email notice to terminate her lease stating she would be vacating on June 1, 2022. The ************* Office has not received any further communication from Ms. *********. As a company our goal is to offer the best customer service for all of our residents. We feel that we have made every attempt, as legally allowed, to rectify the issue brought to our attention. If Ms. ********* would like to discuss termination fees or has any further questions, please reach out to the management office at ************. Thank you, The Lund Company

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My apartment was flooded due to the pipes bursting because of tue extreme cold. I called the front desk immediately when I saw water leaking in my apartment and apparently the person who answered the phone forgot what apartment number I was. I had to track down the fire department team that showed up & tell them about the water that was setting off the fire sensor was in my apartment. I received no communication about the state of my apartment until the following Monday (I had to stay at my brothers all weekend). They finally contacted me on Monday & I was told I had to be moved out of the apartment within the week. I was told the moving costs would be covered. They only had a 1 bedroom open & they offered to have my stuff moved into a garage until a 3 bedroom opened up. I went 2 weeks with no information. I called multiple times without reply. The movers even left some of my stuff in the apartment which was still there weeks later. I had a very short window to get into the 1 bedroom so I tried to contact them yet again with no reply. I only had 1 weekend off of work and training and was willing to just move into the 1 bedroom but since the property manager wasn't there I was given the run around. It had almost been an entire month of having no home so finally decided to go to another Apartments complex. After I was moved I asked about my refund which should have been my deposit and my January rent I was told I owed over $*** because they only covered up to $****. I asked them to reconsider since I was never told that and have email proof that they didn't make that clear. All they have done is apologize and say there's nothing they can do. I asked for my refund & made it clear that their lack of communication and miscommunication were key factors in my choices and they haven't done anything to help. I would've called different movers and stayed at the complex had I know. I've received no help and no care. I'm paying for their mistakes

  

  Business response

  04/15/2022

  Business Response /* (****, 5, 2022/03/24) */ Yvette was a resident at ************** and lived on the second floor when a pipe burst on the 3rd floor on January 7, 2022, impacting the unit stack, like the 3rd, 2nd, and 1st floors were affected. Yvette did not have renters' insurance and was delaying moving her stuff out because she said she worked too long hours and could not quickly move. We offered Yvette and the resident on the first floor $**** in moving costs to expedite their move and allow us to enter to complete the much needed and overdue repairs of tearing the ceilings, tearing out the floors, etc. Unfortunately, the specific dollar amount was not communicated to Yvette initially, so Yvette thought her entire moving expenses were covered. I spoke with Yvette and told her we don't ever offer moving expenses coverage for these events. It was very fortunate that our owner allowed for this in this case. I understand Yvette's frustrations, but Yvette did not have renters' insurance in place to have assisted her with this. While I agree that communication could have been better on our end on updates, and I apologized for that, Yvette remains responsible for the remaining balance due. Consumer Response /* (3000, 7, 2022/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given no communication of any of the expenses until after everything was done. They had all communication with the movers and I was never told the amount that would be covered or the amount being charged my the movers. I did not have insurance at the time and through that time I was working everyday for a minimum of 9 hours each day. I did not delay my move since I wasn't given any information in a timely manner so yet again the lack of communication on their part created way more problems for me than necessary. I was given 2 days to move all of my stuff out. Any delay in the move out was because the ********** movers left a lot of my stuff in the apartment. I wasn't told this until about a week later when the apartment complex asked if I wanted the items left. Of course this was after I had tried to contact them repeatedly without a timely response. So I do not accept this response because there was no limit or cost information given to me at any time throughout this entire process. Business Response /* (4000, 10, 2022/03/28) */ Yvette's frustrations are heard, understood, and we are using this as a learning and training opportunity for both the Property and Regional Manager. Again, Yvette had no renter's insurance, which would have expedited the process, and we offered moving expenses that we did not have to do. Yvette's schedule was not allowing her to move her items, which delayed our repairs and remediation and caused additional damage to the apartment by not getting into the apartment in a timely fashion. Due to the lack of immediate turnaround time and clear communication, we are agreeable to settling by eliminating the remaining balance due of $****** and zeroing out Yvette's balance with ************** Apartments.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cushman Wakefield / Lund (CM/L) has neglected the ************ property, and not adequately maintained the external property barrier, the parking gate, and in doing so falsely represented the property to residents. The gate has consistently experienced issues (120+ days). CM/L, after unsuccessful attempts to fix the gate, did not immediately replace but instead left inoperable for long periods of time and continued futile attempts to fix. The gate, as other basic structures of this property, are understood to be part of when a resident views and signs a lease. The impact of the decision to neglect the gate is the residents' safety and security is at significantly higher risk than the residents assumed risk at initial signature of lease. Furthermore, their neglect has resulted in increased theft, damage and vagrant incidents. CM/L has denied requests to provide additional, temporary security while the gate is inoperable, or propose any other reasonable measures.

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/29) */ Dear Sophia, We're very sorry that you feel the property has been neglected and not adequately maintained. We understand your frustrations and have been in communication with you and all of our residents with updates about what is going on with the gate. These types of repairs do take a significant amount of time because we are working with outside contractors. On recent occasions, there have been delays due to the manufacturer and part delays in part due to COVID-19. We have been in contact with the police who have started a task force to aid in the vagrant issue in the downtown area. Furthermore, we have been in contact with security companies to get information on additional security measures. These were communicated with you via email as we were trying to keep residents informed. While we can never guarantee the safety of our residents, we do have measures in place other than the parking gate, such as security cameras and secure entry to all building entrances. As stated in our lease agreement; 'tenant agrees that no access control or security measures can eliminate all crime and that tenant should not rely upon any provided access control or security measures as a warranty or guarantee of any kind.' It was communicated with everyone that the estimated time for the gate to be repaired would be this week, and they have started repairs as of 10/26/21. Should you want to discuss options to terminate your lease, or if you have additional questions or concerns, please contact the management office at ********************** or ************. Thank you, The Lund Company Consumer Response /* (2000, 7, 2021/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩