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:03/13/2025

  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.

  MY HUSBAND AND I RESIDE IN MERA HENDERSON ************ SINCE AUGUST 22, 2023 MY HUSBAND ***** AND I RECEIVED A INVITE TO RENEWAL OF OUR LEASE SEPTEMBER 2024. WE RENEWED!!! THE ASSISTANT MANAGER ***** ***** GAVE ME MY RESIDENT LEDGER AFTER PAYMENT OF MY RENT. THE RESIDENT LEDGER BELONGED TO SOMEONE ELSE !!!! THE RESIDENT IN UNIT # *** I NOTICED THAT THEY RECEIVED A $500 RENT CREDIT 4 RENEWAL OF LEASE. WHEN I ASKED ABOUT OUR $500 RENEWAL CREDIT ***** BECAME ?? UPSET I HAVE BEEN RECEIVING RENTAL ASSISTANCE FROM HOPELINK HOPE FOR SENIORS PROGRAM MY FINAL PAYMENT FROM ******** TO MERA HAS BEEN FORWARDED HOWEVER I'M NOW RECEIVING EVICTION THREATS FROM ***** THE NEW PROPERTY MANAGER GOT IN MY FACE YELLING AT THE TOP OF HER VOICE THAT I DON'T DESERVE TO BE HERE HER NAME IS ********* !!! QUESTIONABLE ******************* MADE BY MANAGEMENT (1) PRIVATE INFORMATION OPEN TO EVERYONE !!! (2) ADVERTISED PERKS DO NOT!!!! APPLY TO EVERYONE !!!! MANAGEMENT SHARING YOUR PERSONAL & FINANCIAL INFORMATION WITH ANY & EVERYONE !!!! OPEN DOOR POLICY EVERYONE CAN SEE & HEAR YOUR PERSONAL INFORMATION !!! MY PERSONAL INFORMATION WAS COMPROMISED BY ***** !! SHE GAVE ME RESIDENT #*** INFORMATION & GAVE MY INFORMATION TO SOMEONE ELSE !!!! ?? ?? I HAVE 2 MONTHS OF RENT IN MY SAVINGS ACCOUNT THAT ISN'T AVAILABLE !!! I'M BEING THREATENED WITH EVICTION ******** SENT MERA A PROMISE TO PAY $ ***** FOR MARCH RENT & $***** TO MERA FOR APRIL RENT I HAVE PAID MERA $199.05 TOTALING $5,181.05 RENT PAID UP UNTIL MAY . !!!

  Business Response

  Date: 03/21/2025

  Good afternoon, 

  1. Rental concessions and promotions may change at any time and are directed by the owner and asset manager. The onsite team does not make any of those decisions at anytime. 

  2. If a resident ledger was accidently given to another resident, it was truly a mistake. We do not share resident 's confidential information.

  3. Should a resident not pay their rent by the 4th of each month, per the signed lease agreement, a 7 day Notice to Pay or Quit is issued. The notice is active until rent is paid. Should an agency be assisting with payment of rent, we must receive a formal approval letter stating that the agency will be paying the rent and for what month, with a total amount that is being sent to our office.

  4. All offices have doors that can be closed during such confidential conversations with residents. There was no yelling during the conversation with Ms. ****** Having a conversation regarding past due rent is sometimes a difficult task for residents to hear, especially when they are trying to find assistance with paying the rent and cannot pay on their own.

  Please let me know if you have further questions.

  Warm Regards, 

  Mera Henderson 

   

   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23061728
  

  Please see attached rebuttal

  Business Response

  Date: 03/28/2025

  Good morning, 

  
  1. Rental concessions and promotions may change at any time and are directed by the owner and asset manager. The onsite team does not make any of those decisions at anytime. Reviewing *** ***** Renewal Offer Letter, a concession was not offered during the renewal period her lease expired. I cannot share that document without her permission as it is confidential. Should *** ***** allow us permission to share a copy with the BBB we will need that in writing from *** ****** 

  
  2. If a resident ledger was accidently given to another resident, it was truly a mistake. We do not share resident 's confidential information.

  
  3. Should a resident not pay their rent by the 4th of each month, per the signed lease agreement, a 7 day Notice to Pay or Quit is issued. The notice is active until rent is paid. Should an agency be assisting with payment of rent, we must receive a formal approval letter stating that the agency will be paying the rent and for what month, with a total amount that is being sent to our office. We cannot share if *** ***** rent has been paid in full at this time, as this information is confidential. Should *** ***** allow us to provide the BBB with a copy of her ledger we would be happy to do so. Please let us know. 

  
  4. All offices have doors that can be closed during such confidential conversations with residents. There was no yelling during the conversation with *** ****** Having a conversation regarding past due rent is sometimes a difficult task for residents to hear, especially when they are trying to find assistance with paying the rent and cannot pay on their own. We have detailed emails from ******** regarding *** ***** and the "Promise to Pay" as *** ***** has notated. We would be happy to provide those emails to the BBB should *** ***** allow us to, again must be in writing as it is confidential. 

  
  Please let me know if you have further questions.

  
  Warm Regards, 
  Mera Henderson 
  

   

• Initial Complaint

  Date:03/13/2024

  Type:Sales and Advertising 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 traveled from out of state to see this property along with two others. This was the first one and we liked it. We were told that a particular top floor was available and were provided a price. We were sold. When we got home we called to secure the apartment only to learn that the tenants had extended their lease (in other words, it was never fully available). ***** was our sales rep working this and he said that there were other units available (same plan and same floor) for the same price. Just to be clear -we texted ***** the details that we agreed to and he confirmed. Went to apply for a lease online and the price was more than what he had quoted us and agreed to. We escalated to the regional manager as ***** apparently does not have the authority to honor what we had agreed to. Still waiting for a call back from ***** and the regional manager. We shortened our exiting lease so that we could move earlier. Took time off from work to move. And now this? Bait and switch? Whats going on? This is very unprofessional.

  Business Response

  Date: 03/13/2024

  BBB of ***************, Inc.

   

  We are responding to complaint #********, from *************************.

  We regret that **************** is unsatisfied with our service and procedure during his apartment search. We have reviewed the attachment he provided, and realized, that we have provided written information regarding to the apartment home's rent rate and move in special. The rent rate of $2170 was offered for unit 433, however due to availability date they changed unit number to 412. Our units have amenity-based rent rates and 412 has a higher monthly rent. This was incorrectly communicated to ****************.

  We reached out to our Regional Manager, to review the details and we have approval to honor the rent rate of $2170.00/month for apartment 412.

  Our Regional Manager had been in communication with ***************** - to confirm all details; unit number, rent rate, move-in special.

  We are reviewing our unit pricing and sales protocol with our leasing team, to assure that we will not have further complaints, as we thrive to provide satisfying customer experience to all of our prospective residents.

   

  Customer Answer

  Date: 03/13/2024

  We were contacted by ***** -Regional manager) and she is working with us to honor the original agreed quote.  **** advise as to how this goes.  Thank-you

• Initial Complaint

  Date:03/09/2023

  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.

  I went in to view Unit 317, a 2+2+study unit B-Sapphire at Mera Henderson, which is a 55+ community, on or about February 4, 2023. The pricing for this unit was at $3200+ which was well above my budget. I thought the price was outrageous for seniors, especially for Nevada. However, on February 23, 2023, I received a phone call that the pricing was being adjusted. I returned to Mera on Friday, February 24, 2023, and was provided the new pricing sheet, noting that the **** sf Sapphire pricing was now starting at $2232 but was told I needed to apply online. I immediately went home extremely excited that the reduction was now affordable for my budget and attempted to apply (the website also displayed the pricing starting at $2232 for unit 317). For some reason, I was unable to complete the application due to a snag in their system. I stopped by the office again on February 25, 2023, to inform **** that the system still would not allow me to apply for Unit 317 and I was told they would look into it. I stopped by again on February 27, 2023, and spoke to the property manager *****. She asked if I had been provided a price and I told her yes, and she informed me that she or ***** would get back to me later that today. I did not hear back. The next morning, I went to the website to check to see if it was working only to learn the pricing I was quoted, and the price the website formerly displayed, was no longer available (it was now $3232+). I immediately contacted **** to find out what happened to the $2232 price and was told they would get back to me. I returned again on March 1 and told them I had spoken to someone who told me the prices had dropped and had given me the price sheet, and the website also had $2232 for this unit. I was told they could not honor it.

  Business Response

  Date: 03/17/2023

  Re:      *************************  Better Business Bureau Complaint
  
  This letter is in response to the Complaint submitted to your office by ************************* concerning a rental rate discrepancy, which is the subject of Better Business Bureau Complaint No. 19530407.  We have looked into the allegations set forth by Complainant and would like to take this opportunity to respond.
  
  We understand that there was a momentary technical issue with our website, and the rental rates were listed inaccurately.  Due to the incorrect listings, prospects were not able to apply at such time and were required to wait until the system was back running.  Upon being notified of the issue, the price discrepancy was corrected internally.  When Complainant inquired about the $1,000 price difference between the online price and onsite quoted price, she was informed of the error, and we apologized for any misunderstanding.  Complainant took no action in response to the error and there is no basis for her request to match the inaccurate rate, which was not provided to any prospective residents.
  
  We anticipate that this adequately responds to the complaint.  If you should have any further questions or concerns, please let us know. 
  
  Thank you for your courtesy and cooperation in this matter.
  

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

  Community Manager, Mera Henderson

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19530407
  
  I am rejecting this response because I was contacted by someone from Mera that the rate had been reduced -- not just what was listed on their website. However, I am no longer interested in them honoring the price, since I have decided to move elsewhere. I do, however, think this should be listed as a complaint, to reflect how some individuals are treated. 
  
  Sincerely,
  
  *************************