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:08/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 handed the management of Kromer Investments a notification of termination of lease via email, and in person. For over 45days, we didn't receive any response or acknowledge of receipt. We made it clear to the team if our concerns weren’t fixed within the next 30days, it show also serve as a 30notice to leave, as we would be leaving the apartment due to fear of our lives, and damages to our properties(one clear example was my wife's $35k SUV was damaged on their property at 4:11am, among many other horrific experience on this property, as well as the inhabitable conditions of the apartment. A 30-notice period had lapsed, we moved out, after 45days I visited the leasing office to inquire about ~$2000. Instead of fixing the issues or attending to our disputed moved-out charges, what I received was a trespass notice initiated by property manager, Haley. 2 days after I received a trespass notice, and our move-out charge changed from ~$2000 to ~$6000. We were charged bogus charges of what we were damaged, as the house was left in excellent conditions, (like the garbage disposal etc.). They've deliberately decided not to answer our questions to the bogus, bizarre ~$6000 move-out charge including an additional 30% per Nevada tax fees. We have pictures and videos of the apartments when we moved in and when we moved out but up till now, we haven't received any response from them. They have very poor communication, and I think it is very deliberately trying to destroy tenants credit score system. I have lived in 4 different apartments across the country, paid my rents on time without ever defaulting, before and after moving to the Villas at Keystone Canyon (Kromer Investments), and so far, this has become a WORST NIGHTMARE, and WORST EXPERIENCE of all the places we have lived. It's either the management are extremely poor in communication, maintenance or they are just straight being wicked and malicious. I will NEVER advice ANYONE to get into this property.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Apartment we moved into was not disclosed as a smoker unit. We were unable to tour it until 1 day before our move. The Management team told us smoking was allowed inside but not excessively. A leasing agent said that was not the case and smoking was not allowed inside. Management team then backpedaled and told it was just the maintenance man who was responsible for the stale tobacco smell, not a previous tenant. A couple cigarettes from 1 man would not discolor the roof, doors, light switches and air vents. Or create that strong of a lingering smell that came back after 10 hours of the Ozone machine. Management told us if a smoker lived there previously, the blinds and ceiling would be yellow. Blinds are not yellow, but the doors and ceiling and very visibly discolored, It is hard to tell in the pictures because the walls are a tan paint. I attached a picture of the bag of clorox wipes we used to clean the air vent, fan, light switches and pantry door. If it was just dirt, the wipes would be black not yellow. Tobacco stains are yellow. They have not worked with us well to get this issue resolved or cleaned. We should not be putting forth our own money and labor to clean the unit that should have been deeply cleaned prior to move in and disclosed before hand of being a smoker unit. We had 2 weeks prior to moving in where the information was conveniently omitted. I do not see any record of smoking information in my lease however I am still searching. Secondhand and thirdhand smoke is extremely dangerous for both the tenants and the pets living there.

  Customer Answer

  Date: 08/07/2023

  The clarification on my desired result is for the apartment to be properly cleaned as it should have been. including walls, ceiling, light fixtures, baseboards, cabinets, etc. any place nicotine sticks. This should have been performed prior to my move in and my own funds and labor should not be going towards this.

• Initial Complaint

  Date:07/01/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Notification of termination of lease was formally written via document. Sand Pebbles fail to provided finalized documents to the renters of total fees and proof of termination of contract with in the 30 days. “Per their policy.” Even though the renters requested it when the keys were turned in. Adding an additional 30% per Nevada tax fees. Nearly six thousand dollars in fees. Because of their failure. Yasmín M*******, the property manager, sent a the notification 60 days after the initial written notification of termination of lease. The apartment was left in pristine condition. Documents received was a letter with no date and a balance of four thousand dollars. The second page had additional charges, including replacing over 500 dollars in blinds. I have receipts and pictures of the apartment condition upon my departure. From my understanding serval renters have experienced the same treatment. Either, they have incompetent management team or these individuals straight scamming renters. (Proper documentation of proof, is on hand.)

• Initial Complaint

  Date:04/14/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Numerous - Lied to about replacing carpet on move in, was never done despite being told it would be. Tried to get the A/C fixed multiple times, to no avail. Moved out and got charged to repaint kitchen cabinets which were just paint slapped over the original veneer, so some had flaked off around where cabinets are opened as there are no handles. I paid the move out charges, hoping to get away from them, but they charged me even more for painting the same kitchen after I had already paid. The original letter and only communication threatens to turn me over to collections, so I paid. After I had paid, I didn't hear anything from them, I assumed that was the end. Nope, they slapped on more charges with zero communication and the same threat of turning me over to collections! How do I know when this ends? How can they do this? What moral human being runs a business like these? I have documentation for payment of the original charges as well as the original letter. I received the original letter a month after moving out and paid the charges 2 weeks later. Again no communication of any type around additional charges.

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, 02.02.23 Reno, Nevada. My name is ******** ****. I am writing you due to mishandled and refusal of an apartment complex providing a safe and functioning apartment. According to Nevada law, (NV Rev. Stat. Ch. 118A), this automatically grants certain rights to tenants, which include the right to a safe and habitable dwelling and the right to take at least two forms of alternative actions. According to Nevada state law, landlords must provide requested repairs to be done within 14 days (or sooner if it’s an emergency). We moved in November 27th 2022. On move in, we stated and filled out their form of apartment inspection and listed everything we noticed wrong with the apartment, including broken and ill functioning appliances. We have emailed and reached out to all avenues. including the developers for Sierra Vista Apartments, management company (Kromer Investments) and on-site property managers with little to no resolution. Finally the leasing manager has stated on 02.01.23 that they will not replace or fix our appliances. We have had a number of on-going issues which can be discussed in further details. We also have a number of email traffic regarding all issues. The property refuses to comply with state laws and will not lower rent costs due to several appliances not working properly as they will not repair or replace. We pay $1675.00 plus utilities, in a luxury apartment complex. Thanks in advance.

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Cromer Investments is just getting too carried away and if now extended their Realm to Godly like actions such as ignoring state federal laws and dictating everything there's always over fees or overcharges every month for stuff we aren't using but this is a text they sent today to everybody in the building not very clearly violates everybody's civil rights and attempts to override federal law and state laws even the County courthouses allow you to smoke outside 25 ft of their entrances that's it that's all they're allowed to mandate but check out this text it's gone to their heads they think on in a few properties make some untouchable I'm tired of it Hi Residents, Effective immediately, there will be no smoking within 100 feet of Truckee River Terrace. As always, no smoking in the building. -Management STOP 2 OPTOUT In essence that means any pedestrian or bystander or anybody walking by their building on City and public sidewalks and streetways and crosswalks and there's actually a city park across the street less than 100 ft that means anybody over there smoking a cigarette has to be ticketed right isn't that what they're saying since when does an apartment complex manager get to dictate above and beyond federal laws I signed at least it said no smoking in the building that's it and federal law protects me outside of the building outside of the 25 ft area tough **** for them but that's Cromer Investments for you that LLC they think makes them Untouchable also they can just walk away and **** goes bad not true kids I've been here 2 years and every day it's stuff like this they're hanging themselves they need to hire a lawyer that didn't come out of a Cracker Jack box

• Initial Complaint

  Date:10/10/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 am filing this complaint towards Vineyards at Galleria located at *** **** ** Sparks, NV 89436. I have been a tenet at this location for 2 years now and have had zero complaints about my unit from the complex itself OR other tenets. Recently my wife and I have been looking to finally buy our first house and we have found the right one. We put the offer in and it was accepted, the only thing left to do was break the lease at our apartment complex. I have done this 1 other time when I moved in with my wife and rightfully I paid for 2 months of rent to break my lease (although my lease was still good for 7 months). This is what we figured would happen at our current apartment complex. But this was not the case as they want the full 6 months of rent PLUS the fee which they say is 85% of a full year's rent. In total they are asking for roughly $26,000 to break our lease. That would be 100% of our down payment for the house we got an approved offer for. We sent them a nice email explaining everything yet still got the full force with no remorse or care for my wife and I. My wife and I would totally understand paying something similar to what I had paid in the past, but $26,000 is VERY extreme. My realtor has contacted the apartment complex and they are not working with anyone to try and help us out. We have given the idea of subletting or things of that nature but they don't want to help at all. I signed a lease which I understand but for a business to not have any flexibility or heart to help people out that have been good to them is ridiculous. Anybody moving to this area needs to know this. I'm filing this complaint so the BBB can hopefully shed light on this community and let other people in the future know that this business truly does not have a care for the community. They would rather squeeze those they can for money instead of somewhat helping. I will provide a supporting document once they email back.

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have lived at the Vineyards of Galleria for four years and everything was handled correctly and promptly at first. In the last year, my rent has exponentially increased, work orders are not completed in a timely manor, errors occur on every lease and monthly bill, and rules are not enforced. The property management does not penalize the people who abuse the rules and facilities. Facilities are often closed with no notification and are never refunded or credited back to me. We are forced to have smart technology, internet, and Direct TV included in the rent. Vehicles are not towed or removed when in unassigned spots, nor are we notified with a correct phone number to report the issue. Work orders have taken weeks and months to be completed after multiple attempts and reporting. My microwave was not fixed for over a month, my refrigerator light has been out for a month, and the lights for the stairs leading up to my door have not worked for over a month. The landscaping is growing over the designated areas and parking spots are not accurate sizes, resulting in very difficult situations to park and get in and out of vehicles. There is glass, trash, and spills in the common areas and are not cleaned up. Many of these are safety issues, yet if the property wants to install or charge me for something, they are always prompt to do so.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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’ve been renting here at a Kromer Investments property for the last 3 years. It has always been a poorly run property, but this year has been the absolute worst. Along with little to no communication from the front office, there is absolutely no on site maintenance and it takes forever to get anything done. In its current state, the property is uninhabitable. Needless to say, I am writing to complain about two issues. The property required all of its renters to get renter’s insurance about a year and a half ago. I have renters insurance and have stayed up to date with mine. When I went to resign my lease here in March of 2022, I was asked to resend a copy of my insurance policy to the leasing office, which I did. I got an email about a month later saying they never received my insurance information and to send it again, otherwise they’d start charging me a monthly non-compliance fee. I was annoyed since I already sent it a month earlier, but needless to say, I resent my insurance information AGAIN and the front office confirmed they received it. 4 months later, and I’ve now been charged with two $50 non-compliance fees despite having and paying for renter’s insurance every month! When I contacted the front office, I asked them to overturn my fee, and they said they had to contact their “auditing” department to do that. It’s not been almost a week later and the erroneous charges are still on my account, even though the leasing office confirmed that they have my current renters insurance on file. I don’t understand why they have to go through their auditing department for this when everything is good on my end. Now I have over $100 in erroneous charges that I don’t owe. Additionally, my air conditioning broke yes to for the third year in a row. Only this year, they don’t have the maintenance to fix it. There is no ETA on the maintenance because apparently the ONE HVAC tech they have for the whole property got hurt and they don’t have any back up techs!

• Initial Complaint

  Date:05/23/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  before signing a new lease starting April 1, 2022 I was told that Smart Tec devices would be an additional charge on my bill. I don't have that equipment installed in my apartment. I also told them I don't want it and will not use it. The manager told me every apartment is required to have it and I will be charged $50 a month for the service weather I use it or not. Just like TV and internet. they cut out Charter in the complex and forced us to pay $50 for Directv and $50 for ATT internet and if you don't use it you still have to pay for it. So I paid the month of April and the bill looked fine but I got the month for May and it was a little high so I looked at the charges. It showed I was paying for Smart Tec at $50 and another $50 charge for non-compliance for proof of renters insurance. First of all I don't have Smart Tec and second of all I provided proof of insurance before I signed my new lease so the way I see it I have $100 of fraudulent charges on my bill. I paid my rent minus the $100 and management now says I still need to pay it. During that talk with the new member of the office, the excuse over the insurance was the previous manager didn't send the proof of insurance to a 3rd party for billing as she was supposed to. And the Smart Tec was put into my bill for the month of April and wasn't told that and the only way I found out about it was the error on my bill for May and it showed as a separate charge and I questioned them about it. Now that I figured this out, I now require a refund of $50 for the Smart Tec for the month of April as well as no charge for is for the month of May because I still don't have it. And no $50 charge for the month of May for the proof of insurance