Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into the apartment on 11/15/22. On 12/9/22 we noticed a crack in the tub of the master bathroom. We called the office and asked if the tub could be replaced because stepping into the tub, the middle was flexible and had more give than the sides of the tub, it needed to be resolved to avoid further damage. We told management that any repairs would be in vain due to there not being any support underneath the tub, which contributed to the issue in the first place. We were told no replacements would be done because Ladera does not do that. We submitted the work order on the 12/9/22 and on 12/12/22 the work to repair the crack in the tub started. Everything was completed on 12/15/22 and we were told to wait 48- 72 hours before using the bathroom. From 12/9/22, until 12/18/22, we were not able to use the master bathroom. We called and asked for a concession because we signed a lease for a 2 bedroom 2 bathroom apartment and expected to be able to use both bathrooms. We were told no because we have another bathroom that we can use. On 2/9/23, there is now another crack in the same tub that we asked to be replaced back in December. We put another work order in and were again asked not to use the tub until the repairs were completed. A new tub was finally delivered and on 2/17/23 the work was started to replace the old tub. The work for the tub was finished on 02/26/2023. Again, we did not have access to our main bathroom during this time. We signed a lease for a two bedroom two bathroom apartment and because we are paying for it, we expect to be able to use it. We also noticed mold growing from the wall in the hallway and the storage closet in one of the balconies. I have video if you would like to see. Because the tub so much smaller, we now need the flooring replaced. We have been waiting to have the flooring replaced since the work on the tub was completed. Each time I reach out to the office, Im told they dont have an ETA yet, they are waiting to hear back from the vendor. we have not been able to use the main bathroom, because its partial sub flooring with glue, and partial plank which is not sanitary.

  Business Response

  Date: 03/28/2023

  Thank you for reaching out. Management has reported they are working with you to resolve. You can also transfer to a new unit if you prefer as well. 

  Reach out to the manager, ******* to discuss transfer options and/or expediting repair. 

  THank you!

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19605471
  
  I am rejecting this response because: Management has not reached out to me to get anything resolved. I've sent multiple emails (I can forward them if you'd like) with no response. I have also left messages for the office to call back. I have only received one voicemail from the office. The only information she provided in the voicemail was the email address to corporate, nothing else. No one has replied to any of the emails. That is why I reached out via the BBB. Can you have her call me? Or maybe respond to one of my many emails. My phone number is on file with the office. I would also like to know what consession you can offer seeing as how only one of the bathrooms is complete?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2023

  Hello,

  I was cc'd earlier on an email between yourself and ******* the manager. It appears there is a vendor coming to resolve. I also was forwarded previous correspondence between both yourself and ******* last month. Once the issue is fixed, we will circle back regarding compensation as you have requested. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19605471
  
  Hi ****,

  The vendor has completed the repairs, I reached out to ******* and let her know via email. Do I speak to you about compensation, or *******? I have not been able to reach her by phone.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/10/2023

  Property has reported that they have been in contact with resident and working towards a resolution.

  This has been resolved by vendor and can be closed.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday October 8th 2022, the electrical panel within our apartment unit (**** N Green Valley Pkwy Unit ****) had caught fire, and my ********** were forced to vacate the property until the electricity was fixed/restored to the unit. We were finally able to return to the unit on the evening of on November 8th, 2022, a full month later.We were forced to pay for hotel/places to live out of our own pocket without any help from the property management of Ladera and renters insurance (Lemonade). October was a month filled with events within ********* and places to stay were unavailable or had risen in price for last minute bookings. The only thing the housing authority had offered us was $164 and some change per day towards our rent as credit, not even close to the equivalent of how much an average night costed while we had to live out of our apartment We voiced our concerns of the food within our refrigerator spoiling (it all spoiled and we had to throw it away), and after 5 days without the power the property management thought to plug a cable to the fridge. *************************, one of the property managers, even said "your food should still be good to eat", it had been 5 days since the fridge had been powered 2 weeks of being out of our home we had called the Fire Inspector and informed them of our situation, and they called a person within Code Enforcement by the name of *******. He had gotten on the case and informed us the property management hadn't even started anything within the 2 weeks we were forced out of our home. They hadn't pulled permit or anything. Then finally the next day after given a fine of being charged per day for not working on it, they had finally started working on the unit Still, we had to pay for food and places to live out of pocket without any help whatsoever. Then finally after the threat of a fine we were given a bit of cash for less than a week, less than the $164 per day that was promised We have receipts and emails (that were ignored)

  Business Response

  Date: 11/18/2022

  Our apologies for the inconvenience. The compensation you received was in line with what is given to residents due to displacement of a maintenanace emergency. We issue a rent credit of the value of the unit along with another gratuity to cover other costs. As there were some customer service related issues as well as delays. I have issued an addtional $300 rent credit to your account as of this AM. We hope that helps. 

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * October 2021 and July 2022 * October Rent - $1248 * July Rent - $1248 * The business committed that the apartment complex would have the following available o Air Conditioning o Fireplace o Working and Clean appliances o Working Lights o Amenities: ******* Pool None of these were working or cleaned prior to move in. Noting I moved from Indianapolis to Las Vegas in September 2021. October 2021: The apartment complex did not act on the move-in ready agreement and provided examples below: o Standing water in washer o Non working lights within unit o Broken dishwasher and stove unit * July 2022: The apartment complex did not act on the first service request and had me submit 5+ additional service requests on a non-working A/C unit. The A/C was submitted for maintenance July 1, 2022 and did not fix until July 28, 2022. o It was reported that A/C vent was leaking water on the carpet of apartment o It was reported that the A/C unit needed repaired by maintenance several times * To Solve the Problem: o Maintenance entered and serviced apartment 5+ times. o Complex management did not provide any solutions to problem i.e. provide repairs to leak, provide equipment to catch leak and provide repairs in timely manner with Las Vegas heat at 100+ degrees. Tenant (self) asked for accommodations or discounted rent due to days of not working air conditioning after several service request and maintenance staff visits. Requesting refund for September 2021 rent and July 2022 rent.

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 6, 2022/08/04) */ We have received your emails regarding maintenance issues and feel we have been proactive in sending technicians to repair. We apologize that you have had maintenance issues but feel that we have been very responsive in taking care of them. That being said, we do like our residents to be happy. We will give you the opportunity to break your lease without penalties and waive the notice to vacate policy of 60 days. We will also offer a $500 moving allowance posted to your account. Ultimately, we would love to have you as a resident and resolve issues as they come up but understand that you have not been happy with the apartment. Consumer Response /* (3000, 8, 2022/08/09) */ * Please see attached documents. Please see attached a service request timeline and documentation. I have additional photos, videos, and text message communication documented as well. I'm having a hard time sending the text conversation into email, but can provide additional details if needed. Thank you, -***** Business Response /* (4000, 10, 2022/08/10) */ Received; however our current offer stands. For your inconvenience we have also issued a $200 rent credit. Consumer Response /* (4200, 12, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Water is still leaking from condensation / AC unit in apartment. Carpet cleaners came today and cleaned carpet, but water continues to leak out of vent. Thanks. Business Response /* (4000, 14, 2022/08/16) */ Thank you for reporting. Our onsite team has been working on your requests. We issued you a 1 time credit of $200 for your inconvenience.