Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Multiple issues: 1. Apt ***** residents. I've talked to them multiple times about their pet dog barking non stop consistently for an hour+ on multiple occasions during the morning time when the residents are gone. I work from home and this interferes with my business calls, video meetings, and daily business/personal life as their is a loud dog who is quiet for a bit, then goes on these hour long barking/howling fits. I've filed multiple complaints with the city about the dog. I've spoken with apt management about it. When confronting the neighbor I was called explicit names, shown vulgar gestures, and aggressively threatened by them. I ended up calling the police over the situation. The problem with the dog continues. 2: My dishwasher has been broken, leaking onto the floor, since December 2023. After waiting a month for service I went to the office and argued that someone attend to it immediately after being told it would still be awhile before someone looked at it. It's been "repaired" 3-4 times by multiple maintenance men since then. Each time was unsuccessful. The last maintenance man I will give credit to because he actually found the problem and was right, unlike the others. A new dishwasher was needed according to maintenance. That was 40+ days ago as of today and my dishwasher has not been replaced. Still leaking onto the floor since December 23. There are various other issues but I will choose not to mention them as they are minor in comparison. Something must be done about the dog in M1069 immediately and my dishwasher must be replaced.

  Business response

  09/25/2024

  I am the property owner. We are sending a new dishwasher to the tenant today. We don't have verification that the dog is making excessive noise from anyone else at the apts. Would you change remove the old contact person from complaints and add my name as well as that of my assistant manager ******** *****. We will email in our formal response to the complaint. 

  Business response

  09/25/2024

  Hello,

  
  

  His dishwasher will be replaced today. 

  
  

  As far as his neighbors and the dog- I did let both parties know that I need a 3^rd party verification on this. Either APD or our courtesy patrol needs to be called out and I would need a report on the outcome not just a case #. As of now this is all hear say. He is saying one thing, and the neighbors below are saying something else. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Put in maintenance request beginning of June for leaks in bathroom and hallway with *****, who is a property manager at Sungate Apartments. Maintenance came and looked and never returned, 3 different maintenance men on 3 separate occasions. Maintenance request was marked completed without any work being done.. Put in another request online on June 22. Waited a week and a half, no one came so I spoke to property manager on July 1st and she assured me the problem would be fixed. It's now July 7th and I still have a big hole in my ceiling and a big bubble from the second leak. The property manager whose name is ********** *****, offered to terminate my lease for free instead of fixing the problem. She told me that she already tried to get the maintenance man to do the repairs and failed. She tried to have me talk to the maintenance man myself to see if I could force him to do the work. I've contacted the main office of the management company, Asset Living, on July 2nd and filed a complaint. I have not heard back from Asset Living or the office here at Tesoro on Spain since. I purchased renters insurance on May 30th and sent proof via email on the same day to the office staff. I assumed the office didn't receive my email because they continued to charge me for June and July. I emailed the office asking if they received my proof of insurance, no answer. I text messaged them July 22nd to ask again no answer. Went into the office today and they agreed to remove the charge for July but they refuse to remove the June charge. I would like for the $35 charge for June to be removed as well. The insurance clearly states when insurance was purchased and what dates are covered but the office staff refuses to remove the charge because they say that their billing cycle for that month is closed but all they have to do is credit my account. I feel that they are treating us unfairly because of the first complaint I put in about our maintenance issues. They still refuse to compensate us for their poor response to the issues we were having.
  

  Business response

  07/09/2024

  All of the maintenance issues have been addressed. The apartment was never in unlivable conditions. 

  Business response

  07/19/2024

  We did have to call a vendor out to make the repairs which is why it took so long. There were very small holes in the ceiling, and we did multiple tests for any leaks. This did not affect the living condition of the apartment. 

  Customer response

  07/24/2024

  Complaint: ********
  
  I am rejecting this response because:
  The hole was huge, 8in by 8in at least. That was only 1 of the 3 leaks. The second is the huge bubble. The 3rd was the A/C. I also had to purchase a new air filter for $20 and a plastic cover to put over our storage area where the leaks were. The office did not communicate with me at all and they also entered my apartment without permission. It shouldn't have taken 5 weeks even if outside contractors were used. The office has also charged me for noncompliance, for not having renters insurance for June and July. Which I do have and have sent proof twice now. Tesoro dropped the ball and they know it. I just want to be treated fairly. 
  
  
  Regards,
  
  **** **********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of Tesoro on Spain Apartments located in Albuquerque on 12/20/2023 it has now been 57 days since moving out and I have not received my deposit. I went into the business and spoke with them and they stated it was out of their hands and I needed to contact their corporate office which is Asset Living (602) 474-3555 they transferred me over to **** ******. I attempted his phone and it went to voicemail I left a message on Friday February 9th, no response. I then called again Monday February 12th and left another message, no response. I then called again Tuesday February 13th and asked them for his email. I reached out to him via email February 13th stating what was going on, he replied within the hour stating he would look into it and I said thank you. I have not heard any update so I emailed early in the morning February 15th and have not heard anything. Per Tesoro on Spain apartments contract it states they have 30 days to return my deposit. They are taking out ridiculous fees (about $400) for “maintenance” that I was fine with at first but I no longer am considering I’ve had to wait an extremely long time and have been understanding. My deposit was a total of $1,101.00. I am willing to pay the last of the utilities which was including in taking out of my deposit but I am no longer will to pay for the cleaning services ($60.00), vinyl repair ($75.00), Touchup paint ($100.00) final Move-out service fee ($10.00), carpet cleaning ($90.00). Thank you so much.

  Business response

  02/28/2024

  Hello, 

   

  Ms. ******* moved out on December 20th, 2023. The property did in fact owe her a refund upon move-out. Ms. ******* failed to provide a forwarding address at time of move-out.  There was a check mailed to Ms. ******* on January 4th, 2024 for a total of $587.99. Ms. ******* never received this check as it was mailed to the last known address and unsure if she completed a change of address with the Postal service. Ms. ****** provided me with the notice that she states she brought in but it was not signed by any of my staff. When we receive a notice to vacate we sign the notice and provide tenants with a copy. 

  We received a email from Ms. ******* and I have communicated with her to let her know that there would be a stop payment on the previous check and to re-issue a new one. Our accounting department had been waiting on the bank to verify that the check was not posted prior to stopping payment. I have emailed Ms. ******* to let her know that there would be a check sent out on Friday and at that point I could provide her with a tracking number and a check number. 

   

   

  Customer response

  03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I live at the Tesoro on Spain apartment complex in Albuquerque NM. I have been a tenant since 2019 and renewed my lease again in December 2023. They have constantly overcharged me, first they miscalculated my rent and overcharged me by $88.71. I realized they had overcharged me so I went to see the apartment complex and they fixed it. However, a little later I realized that they were charging me $35 dollars every month since December for a total of $105. I sent them several emails asking about "risk mitigation" fees and they never responded. My wife went to see them and they told her that the extra charges were because I don't have insurance on my apartment. I have always complied with my insurance, so I sent a copy of my insurance policy to the apartment manager and requested a refund. The manager said that he cannot refund the $105 (3 * $35) for "accounting purposes" and that it was my responsibility to upload my insurance on the company website. I want to clarify that when I signed the new contract they never notified me that I had to upload the insurance policy to the website. I knew I had to have insurance, in fact I have had the same insurance company for more than 4 years.

  Business response

  02/16/2024

  Hello, I have been in contact with Mr. ****** via email. I advised Mr. ****** as you can see in the current ledger that I had credited him for Februarys insurance which would be equal to $35.00 and I gave him a credit for the following month of $35.00. As you can see on the ledger Mr. ****** has a credit of $70.00. We sent an email to Mr. ****** on August 25,2023 letting him know that it is his responsibility to upload insurance information to his resident portal. 

  Mr. ****** always receives all communication through the portal as you can see in the attachment that shows he has logged in after we sent that email and back and forth communication with the staff. In January, there was also a notice sent to him regarding the $35.00 dollar balance from not having an insurance policy uploaded for December after his expired. We did not hear from Mr. ****** when the notice was sent, he sent us his new insurance on the day that we uploaded it to the system which was on 2/06/2024.

  A credit totaling $70.00 has been added to Mr. ******'s account. In my email I specified to him that this would be crediting him for two months although he never uploaded the policy. 

  Customer response

  02/18/2024

  Complaint: ********
  
  I am rejecting this response because:

  
  Tesoro on Spain charged me three times the $35 dollars. In total, Tesoro on Spain should credit me the amount of $105 dollars.

  I want to make clear that I've been always in compliance in regards to having a valid insurance. At the moment of renewing the lease in December 2023, nobody from Tesoro on Spain adviced me to present them a copy of the insurance policy. Instead, they started charging those fees without any explanation.

  I contacted the manager about the $105 dollars that Tesoro overcharged me, and her reply was that she cannot offer me the full refund because of "accounting purposes". I am attaching a copy of that reply.
  
  Regards,
  
  ******* ****** ********* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/19/2024

  The reason why Mr. ******* was not advised of him not having insurance that was up to date or a charge on his ledger is because the start date on the lease and the expiration of the Lemonade insurance do not coincide. The person handling renewals is not responsible for balance due letters. Our system generates and send balance due letters out to your email and can also be found on the resident portal which Mr. ******* has access to and does frequently log in to it and check communication. 

  Again the communication from the leasing office went out prior to Mr. *******'s insurance expiration date therefore he had ample time to upload the required documentation. Mr. ******* is very familiar with accessing the portal as we receive a report of dates when tenants have been logged in.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I’ve lived here for two years and have felt generally positive about my experience until very recently. It all has to do with how new leases are being handled. First, the office requires 60 days notice to move out, but they served us our new lease offers less than 60 days before it was set to begin. Besides this being problematic because it doesn’t give us adequate time to review the offers without penalties, the base rent that they proposed was an over 10% increase, and came as quite a shock. I was told at the time that this was partially because the “base rent” now included a $50/month charge for our in-unit washer and dryer, when this has never been a charge before. After a couple attempts to talk to the office staff (where we were assured that they didn’t fully love these changes but were being made to do them, and would certainly get back to us if they could find a lower rate), my husband and I hadn't heard from anyone, and we sent notice that we would choose the new 12 month option. Ten days later, I had to call and remind them that we hadn't been sent the actual lease to sign (this is now 20-ish days before the lease term should start, 10 days before the next month of rent is due). Come to find out, the washer/dryer rental is actually in addition to the base rent, and not part of it. And it is $75, not $50. Between what we have been paying, and what they want us to pay monthly, it is an 18% increase. I left a message and asked for a callback, but no one could be bothered to talk this out with me before they left for a four day holiday break. This management team has so far: 1) not given us adequate time to review the lease offers without incurring penalty, 2) lied about what was included in base rent, 3) not provided calls back when they were requested, 4) needed to be reminded to send the lease to us, and 5) refused to be transparent about full costs until we were under a month from the old lease ending.

  Customer response

  01/22/2024

  They did resolve this issue by ensuring that the washer/dryer charge was not in addition to rent, and so far everything has charged as expected and we were able to find a solution

*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. ↩