Complaints

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Landlord promised downstairs apartment due to disabilities, and she has not fulfilled her promise.

  Business response

  07/09/2024

  We have offered him other apartments that are downstairs due to his disability. We weren't able to give him the specific apartment he desired. We offered him on on 3/2024. We offered him a downstairs unit with handicapped parking on 5/10/2024. He did not respond until 5/24 and he declined.  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The third judicial District Court in Las Cruces, New Mexico highly recommended reaching out to the BBB. After hearing the the harassment we’ve been experiencing by the Omni apartments we have been denied contact information to resolve a seven day notice that was falsified. initially, they said we had no right to know the owners contact information or managers information but today after speak to ***** **** they were changing the entire lease to provide this information yet when requested they denied saying they will speak to us when we have legal representation, yet no court number or case has be filed. we do have a legal right and they let us know that , yet still didn’t provide us the information. We have been accused of holding employees hostage with no police being called to the scene or reports being made. This business has falsified multiple reports with no proof or backing. We are at risk of eviction due to ***** **** and ***** **** below, I have attached a document of all of the recorded incidences of Omni apartments and the specific Rights they have have refused us.

  Business response

  01/11/2024

  I am responding to a complaint filed by ****** ***** who resides in apartment ** at Omni apartments, **** ** ****** **** *** ****** ** *****. Ms. ***** has had an ongoing dispute with her neighboring resident in **. She has stated that he harassed her and filed noise complaints against him. Upon our security detail (******** ********) at the property checking on these complaints, no violation has been documented. ****** demands the manager's personal information including her address and personal cell phone number which will not be divulged. I have met with ****** and her associated representative who is not a resident but demands that she be included in communications between both parties. Please note in ******'s communication that the term "we" is used. ****** and her associate stated to me and the property Manager, ***** ****, that "they" have legal representation. At that point I advised that all future communication will be through legal counsel. She states that police were not contacted by management. That statement is false. The administration assistant, **** ****, works Saturdays and was verbally accosted by ****** and her associate to the point of needing to request police intervention. Copies of filed reports by management and the resident of apartment ** are available. Management has made every effort to bring peaceful resolution to this ongoing situation and now feels that the harassment towards management or the neighboring tenant by ****** and her associate will not be tolerated any further.

  Customer response

  01/17/2024

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

  I never told OMNI management that my neighbor in ** was harassing me. My “dispute” with my neighbor was solely over noise complaints which I kept calling into OMNI security. Initially I was told by ***** **** that the main office had zero records of my noise complaints. However, in a later conversation with ******* (another management personnel), I was told that the office did in-fact have these records in the form of emails. When I talked to ***** **** on 11/27/2023, she told me that noise complaints during quiet hours were valid because they were a clear violation of the lease agreement–which two of the noise complaints I had called into OMNI security were during quiet hours. (Listed on the attached PDF file I submitted during my initial complaint submission to BBB)
  

  I do not recall asking for the personal address of the property manager. I do not see how that information would have helped me with resolving my “non-compliance with lease agreement.” I do, however, recall being kicked out of the main office (on Saturday, 11/25/23) when I asked for corporate information and a way to contact the property manager to set up a meeting to resolve my “non-compliance with lease agreement” the following Monday (11/27/23). At the time, I was a full-time student on the last week of classes of my last semester of college and couldn’t afford to miss my classes. 

  On 11/27/23, ******* informed me that tenants have a right to corporate information and that they (OMNI) were actively working on adding this to the lease agreements. However, I asked if this would be distributed to us all (current tenants at OMNI) in paper or through email and she said no one would get a copy unless they (tenants) requested one. I don't see how any of their tenants would even know that there was a change to their already signed lease agreements and that they now had access to corporate information if no management personnel told them anything.

  My “associate” was my partner which I had with me through this process to provide emotional support and help me with communicating my side as I suffer from anxiety. I do not see an issue with me having a support system who is also trained in taking care of people with disabilities.
  

  On the day that I was finally able to meet with ***** **** to discuss my "non-compliance with lease agreement" (11/27/23), she accused me of two things:
  1- Holding her employee hostage (the employee being ***** ****) on 11/25/23 when ***** kicked me out of the office for asking for corporate information and a way to contact the property manager.
  2- “Ruining lives” (referring to hers and her corporate representative) which I don't know why she took my efforts to resolve the "non-compliance with lease agreement" so personal to the point she would claim that I was "ruining lives."
  She also told me that she would no longer discuss my “non-compliance with lease agreement” with me or anyone in my lease (my sister & father) unless it be “through legal counsel” despite the absence of a legal case order that would require legal representation. I was left without any form of resolution and that is when I took the advice of the Third Judicial District Court of Las Cruces, NM and reached out to the BBB.

  Just to reiterate:

  I have not accused my neighbor of harassment; my complaints have been directed solely towards my landlord. Multiple noise complaints have been filed against my neighbor, validated by operator number 12 on 11/22/23 at 5:07 pm (MST) from ******* ******* (Omni’s contracted after hours answering service), leading to security intervention in response to the verified complaint. Despite my request for corporate contact information due to the unresponsiveness of the general staff to resolve the issue, it has been withheld from me. In accordance with my disability, I have appointed a representative to accompany me during this situation, not implying legal representation. The management's refusal to communicate directly and the eviction of my appointed representative led to a fabricated breach of lease agreement. I reported this breach to law enforcement (Report Number #********* by Officer ***** of *** ****** Police Department), citing it as a violation of our contract. I emphasized my entitlement to be on the property and sidewalks, as well as hosting a guest for less than 2 weeks within a 45-day period, in accordance with the terms outlined in my lease. The management's ongoing privacy breaches, disclosing complaint sources without details, and their insistence on legal contact without a court order are deemed unlawful.
  
  - Right to Quiet Enjoyment: Tenants have the right to "quiet enjoyment" of their rented premises, which includes freedom from significant disturbances caused by other tenants.
  - Request for Corporate Contact Information: tenants have the right to request contact information for the property management or corporate entity in charge of the rental property.
  - Accommodation for Disabilities: Laws such as the Americans with Disabilities Act (ADA) may require landlords to make reasonable accommodations for tenants with disabilities, including allowing a representative to be present during discussions related to housing issues.
  - Privacy Rights: Tenants have privacy rights, and property management disclosing complaint sources without details may infringe on these rights.
  - Legal Communication: Landlords cannot insist on legal contact without proper legal procedures, such as a court order. Tenants have the right to communicate directly with property management.
  
  
  Regards,
  
  ****** ***** (they/them)

   

  [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]

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