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:10/07/2024

  Type:Facilities 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 have lived in Gaslight's building for 5 years and never had a reasonable solution to this problem. The laundry room consistently floods, due to draining via a utility sink which is easily clogged. Tenants have left items in the sink causing this, but also the drain clogs or gets overwhelmed without obvious obstructions. When this happens, the water drains toward our apartment door and pools inside our home, as well as draining down into the unit below us - so it is always our problem to deal with urgently, even though we are not causing it. Immediately prior to our move in (2019), such a flood had caused damage to the floor while the apartment was vacant. Gaslight did replace the flooring at that time - but I don't believe they otherwise remediated any water damage, as the floor has sunk in places. These floods also typically happen overnight or on weekends when maintenance response is slow so water sits in the hall and laundry room often overnight. When it occurs, Gaslight employees clear out the sink but have rarely mopped or cleaned the room, leaving dirt and flooded lint caked around, and just allowing the water to drain wherever it does. This kind of flood has happened four times in the past two weeks - a stressful emergency for us each time as we have to block the door, move furniture, do additional loads of laundry, etc. to prevent damage to our belongings. Gaslight has made no effort to remedy the situation or provide a solution apart from ineffective signage. I don't understand why they won't fix a consistent water damage issue in their own property, leaving aside the obvious lack of care for tenants they are demonstrating. This is on top of additional consistent maintenance, cleanliness, and safety concerns we have had that Gaslight has only responded to minimally and without effective solutions. What are we paying them for? The drain in the laundry room badly needs to be changed so that this stops happening, at the very least with a larger sink.

  Business Response

  Date: 10/17/2024

   

  Thank you for your detailed feedback. We sincerely apologize for the ongoing flooding issues we were recently made aware of in the laundry room. We can understand the stress this has caused, especially after five years in the building. We have addressed reported complaints in January of 2023 as expediently as possible; however, we’ve had limited reports of this issue outside of the most recent reports in the past month. It’s crucial for us to know immediately when these incidents occur, so we can take prompt action and minimize any damage. We appreciate your patience and understanding as we work to improve the situation. Your concerns are important to us, and we’re committed to finding a more effective solution.

  Thank you, 

  Gaslight Property Managment, Ltd

  Business Response

  Date: 10/17/2024

  We have cleared the drain and added a screen cover to prevent drain blockage. Our housekeeping team will check regularly to ensure the luandry area and sink are cleaned weekly. 

• Initial Complaint

  Date:04/03/2024

  Type:Billing 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 housemate and I moved into our previous residence on 03/20/23. Upon going to the apartment for the first time after receiving the keys, I discovered a roach trap in the corridor and numerous dead cockroaches within the apartment itself. Consequently, I submitted a maintenance request for pest control treatment. Regrettably, the apartment was heavily infested with cockroaches, and despite several requests for fumigation during our time in that property, and trying to remedy the problem by spending our own money, the infestation persisted. One morning, I experienced a tingling sensation on my face, only to discover a cockroach crawling on it. This led us to decide to move out of the apartment. I composed an email to the property manager, Kristina R*****, requesting the termination of our lease due to the unacceptable conditions and unsuccessful pest control efforts and the severe infestation, which rendered our personal expenditures on various pest control measures ineffective. In response to our request, Ms. R***** stated that we would be required to pay two months' rent to vacate the premises, or she could arrange for the same ineffective pest control service. We declined the latter offer. Instead of a security deposit, we had opted for an insurance policy. Ms. R***** mentioned that our policy should cover the costs. However, since the issue was inherent to the apartment, the insurance refused their claim. I conveyed to Ms. R***** that it would be acceptable if the insurance covered it; however, should it not, we should not be held responsible for renting an infested apartment and she stated that she will update us upon hearing from the insurance company. After receiving multiple debt notices from Gaslight Property and being assured by Ms. R***** that she is awaiting payment from Deposit Insure and has put a note not to send the account to collections, I was informed by my roommate that she had been served with a debt collection notice yesterday even though we were told we were going to be updated, and regardless we were not to blame for renting an infested apartment.

  Business Response

  Date: 04/12/2024

  To whom it may concern, 

  We pride ourselves on taking care of our residents as expediently as possible and with the best quality. We understand that you reported the issue, and we hired a professional pest control company to address accordingly. They confirmed after several treatments there was no pest activity, and the issue was remedied. As far as we know, it was resolved with no complaints from you since November of 2023. Since it was reported that the issue was resolved in November of 2023, you did not contact us in any way to report that the pest issue was unresolved, nor did you request further treatment. 

  You then inquired about breaking your lease and we explained the policy and process per your lease agreement. Additionally, the deposit insure policy you chose does not cover early termination fees as described and outlined in the addendum you signed.

  Please understand, each lessee is responsible to the obligation of the lease agreement as well as the deposit insurance policy chosen. Unfortunately, your policy does not cover the termination fees as outlined in your policy addendum, not because of a pest issue that was resolved last year. Regardless of the reason for lease termination, the early termination fees apply to all.
  
  Should you have any other feedback, please contact us!

  Thank you, 

  Gaslight Property

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The problem never went away. Our communication with Gaslight Property LLC regarding breaking our lease was initiated on November 30th 2023, and at the time the property manager offered the same ineffective pest control that had been tried multiple times which we rejected. Since they agreed for us to break our lease and we were told by the property manager, Kristina R*****, that the insurance company will cover it, we never reported anything after that. That however, does not establish that the problem went away. Especially since there was no effort made to resolve the problem after that. So I am not what is Gaslight's basis for saying that the issue "was resolved with no complaints." The reason for there not being any complaints was due to the fact that we had agreed to move out before the end of the month and we were happy to be leaving Gaslight's unhygienic apartment.
  

  We clearly stated that since the infestation was inherent to the apartment, and it existed when we moved in (maintenance request submitted on the first or second day after receiving the keys before we moved in), we should not be liable for the penalties if the insurance company rejects Gaslight Property's claim. And we were never told that that would not be the case which was sensible at the time given that we never chose to move into a neglected apartment with an infestation problem.
  
  Regards,
  
  **** ******
  

  Business Response

  Date: 04/18/2024

  To whom it may concern, 

  As per our previous response, the professional pest control company provided several reports stating there was no pest activity and since there was no further communication from you, we had no other reason to believe there was still an issue since you did not report any since last November.  As per your lease agreement, you are responsible for the lease termination fee should you choose to terminate your lease early. Unfortunately, your deposit insurance policy does not cover termination fees as detailed in your deposit Insure addendum. We will not be waiving these fees; however, we are happy to work out a payment arrangement should you need to go this route. 

  Thank you, 

  Gaslight Property 

  Business Response

  Date: 04/22/2024

  Hello, please find attached the pest control services provided to the former resident during their lease term with us. As you can see, each time the resident reported the pest issue we provided the service. Each service after they initially communicated the pest issue reported zero live activity. The receipts provided for pest products dated back to April of 2023, one year ago during the treatments already scheduled/completed. Many over the counter products can counteract other pest chemicals hindering the resolution and per the lease agreement residents are not allowed to use over the counter pest treatment. Many months went by before pests were ever reported again (November 2023). We scheduled pest control services immediately and then the resident requested to terminate their lease without allowing us to remedy the issue. When asked about the Deposit Insurance policy, Kristina stated that it "should" cover the termination fee as they sometimes do, but unfortunately once we reviewed the policy chosen by the resident, we found it did not cover the termination fee. It is the resident's responsibility to understand the policy chosen. Additionally, the resident did not maintain a clean environment which could have been an inhibitor of pests and left the home in poor housekeeping condition (pictures attached). Significant damage was caused by the resident by placing foam and caulking all over the apartment. This took our team over 8 hours to remove resulting in over $500 in damages. We will not be removing these fees. 

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  As I had stated before the property manager had sent a pest control company. But it turned out to be simply ineffective.
  

  In their response, Gaslight claimed "each service after they initially communicated the pest issue reported
  zero live activity." which is simply not true. There were two people residing at the property and those were us, the tenants. I am not sure other than us, how could anyone else, in particular the people from the pest control company who barely spent a minute in our apartment for every cycle of "pest control" could have reported anything about the state of the infestation at our apartment.
  

  They stated that "many over the counter products can counteract other
  pest chemicals hindering the resolution and per the lease agreement
  residents are not allowed to use over the counter pest treatment" which may be true. However, the only reason that a tenant would start spending their own money for pest control would be the fact that the pest control provided by the landlord is totally ineffective, which was unfortunately true in our case.

  They also contended "months went by before pests were ever reported again (November 2023)" which is true. But it was due to the fact the as residents we had simply given up and decided to remedy the situation ourselves, with our own money.

  "We scheduled pest control services immediately and then the resident
  requested to terminate their lease without allowing us to remedy the
  issue."

  We had given Gaslight as many opportunities as you can see in your own uploaded image. The fact that we had to deal with many many cockroaches everyday, and this whole thing started with a cockroach crawling on your tenant's face is sufficient to render your response inadequate.
  

  "When asked about the Deposit Insurance policy, Kristina stated
  that it "should" cover the termination fee as they sometimes do, but
  unfortunately once we reviewed the policy chosen by the resident, we
  found it did not cover the termination fee."

  We had not chosen a policy. We were given two options by Gaslight (normal security deposit vs. an insurance deposit) and we decided to go with the latter option. We never asked Kristina about the Deposit Insurance policy. We were told by Kristina that they should cover the termination costs, to which I immediately replied that we should not be liable for an infested apartment that we moved into.
  

  Finally, Gaslight's representative mentioned "the
  resident did not maintain a clean environment which could have been an
  inhibitor of pests and left the home in poor housekeeping condition."

  The property manager has no way of finding out how clean our apartment was, and in fact it was well kept. We did use foams to try and block the cockroaches from entering our living space, which was a failed attempt given the severity of the infestation. But as for not maintaining a clean environment, what they are claiming is simply untrue, and something that they have no was of knowing and a way for them to blame us for their infested apartment and mistreatment of their tenants.

  One can go on ****** ****, search for Gaslight property and find instances of tenants complaining about this company for many issues including renting infestested apartments.
  

  
  Regards,
  
  **** ******
  

  Business Response

  Date: 04/26/2024

  To whom it may concern, 

  Please understand that we will not be removing any fees. We were diligent in keeping our obligations as a landlord. Failing to report issues prevent us from resolving them. Understanding the terms of your lease as well as the deposit insurance policy chosen are the residents responsibility. These documents were provided to you when you signed your lease agreement. The home was left in poor housekeeping condition, per the pictures provided. Should you like to set up payment arrangements, please let us know. 

  Thank you, 

  Gaslight Property

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 just recently moved out with a lease end date of 11/19/23. I received a random $4.00 utility charge the same day and paid it within a couple of days. Now I have new utility charges that are for dates 10/1/23-11/19/23 (18 days) that are almost double what I was charged normally for 30 days. There is absolutely no way I used $98 dollars worth of water in 18 days in a small apartments when for months I was charged $60 for an entire month. Also, the trash fee for an entire month was normally $7 with no fluctuations and is now a random $11.43 for 18 days. I feel like I am being charged unfairly and would like it to be further investigated.

  Business Response

  Date: 12/08/2023

  Ms. ******** 

  Thank you for reaching out to us. We believe you have already clarified this with the property manager when you called this morning; however, we would like to remind you that your utilities are in arrears. That means you will receive the bill after the service period. If you recall, you did not receive your first utility bill until after one month of tenancy. In this case, the last bill was a prorated amount for 49 days (all of October and part of November). 

  Please let us know if you have any further questions. 

  Thank you, 

  Gaslight Property

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 moved out of their property. I received an invoice for final expenses via email, within the email there were instructions that if I needed more time to make the payment owed past the due date, to reach out via the email and make the request. I reached out via email and asked if the payment could be made by 06/30/2023, my request was approved. Approximately a week before I made the payment, I received an email from ***** regarding a final expense claim that was submitted on the property. On 06/30/2023 I made the payment per the agreement via email with Gaslight Property. In the email I submitted a photo of the money order all filled out and signed, I advised in the email that I am sending the payment via mail. I also advised there was a claim submitted to ***** to close the claim or remit payment back to *****. I received an email approximately a week after the payment email was sent. The email from the rental manager stated she was on vacation, she will take a look into why a claim was submitted while she was away and get back to me. When she responded to me, she stated that Gaslight Property was not going to cash my money order and I can pick up the money order. I was concerned because the claim should have never been simultaneously filed while we had a written agreement on payment to be remitted by 06/30/2023, also, with Gaslight Property making this decision it forces me to wait for the payment to come back via mail, then figure out how to cash a money order that is written to another company. I called Gaslight Property regarding the outcome, I was told by a woman named Katie that Katherine C****** would get back to me regarding why she made that determination to keep payment instead of returning the payment back to ***** and cashing the money order per our written agreement. I also asked Katie why did you agree to receive payment from me then submit a claim to *****? I also want to know why didn't anyone tell me that a claim was filed? I

  Customer Answer

  Date: 08/31/2023

  8/31/23 I have not heard from the business or BBB regarding this matter. This is time sensitive and I need help. Thank you.

  Business Response

  Date: 09/01/2023

  To whom it may concern;

  Upon moving into the apartment *** ***** elected to use a Deposit Insurance policy in lieu of paying a full months deposit. Since she had a Deposit insurance policy, our process is to file a claim upon move-out for any resident with a balance. *** ***** moved out of her apartment on 5/3/23. She was notified of her balance and a claim was filed with ***** on 5/11/23 per the lease agreement and Deposit Insurance policy. *** ***** contacted us on 5/18/23 to set up a payment arrangement after a claim was already filed. She called again on 6/1/23 to extend the time that she could make a payment to 6/30/23; however, during this time the claim was paid on her behalf and applied to her account. *** **** brought in a payment made payable to Gaslight Property after the fact in which we returned and mailed back to her. If *** ***** would like us to deposit the money order and cut her a check, we are happy to do this; however, we cannot retract the claim that was filed per the agreement when electing to use *****. 

  Thank you, 

  Gaslight Property Management

  Customer Answer

  Date: 09/02/2023

  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. Please advise Gaslight  Property LLC, I will send the money order back; cash the money order per our agreement via email and forward a check payable to me for the amount back to the address listed on the complaint. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi, I've been reporting a bathroom ceiling leak problem for more than two months but it's still not fixed. Also, no one seems to be able to answer my questions or have a workable solution to this problem. The technician could only paint the wall and ask me to contact the leasing office to request a replacement of my upstairs neighbor's bathtub; the leasing office would only keep putting in new work orders to send the technician back to tell me the exact same thing or saying that they're forwarding my request to their supervisor (with no result). The technician has visited and checked my bathroom for 4 times now, the last visit was on 4/13, one month after my first inquiry on 3/12(work order *******). I waited a whole day, called the leasing office several times and after the technician finally arrived, he only stayed here for less than 10 mins to tell me what he already said during his previous 3 visits: ask Gaslight Property to replace the bathtub! He confirmed that he had painted and sealed my upstairs neighbors bathtub but it needed to be entirely replaced. I've requested and asked the leasing office about the replacement of my upstair's neighbor's bathtub in almost very email I sent to them but they never answer whether it has been replaced or not. They also don't tell me if they have any alternative plan to fix the leak. I'd like to have my following questions answered before making another appointment: 1. Has my upstair neighbor's bathtub been replaced? 2. If not, do you have any alternative solutions to fix the leak? Without answers, I believe another visit from the technician wouldn't make any difference and would be nothing but a waste of time. I can't wait a whole day at home just to have the technician repaint the wall and tell me to ask the leasing office to replace my neighbor's bathtub again. Please contact me about the problem by email, phone isn't always available and I haven't set up voicemail. Thank you.

  Business Response

  Date: 05/31/2023

  Thank you for reaching out. We have had much difficulty gaining access to both apartments. We have made the appropriate repairs and need to gain access to the residents home. We have reached out via phone, email, and knocking on the resident(s) door with no response. Please have the resident contact the leasing office as soon as possible. 
  

  Thank you, 
  

  Gaslight Property

  Business Response

  Date: 06/02/2023

  My questions in my original complaint are still not answered: 1. Have you replaced my upstairs neighbor's bathtub? 2. If not, do you have any alternative plans to fix the problem? (please note that painting the wall didn't work at all.) 
  Why do you keep refusing to answer my questions? I have asked so many times but you never try to provide an answer and just try to send the technician back to do nothing. Without answers we are just wasting both of our time here. Please give me the answers by email then I'll contact the leasing to schedule an appointment. Thanks

  Hello, 

  It is not necessary to replace the bath tub. The necessary repairs have been made. Upon re-inspection, after the repairs, no more leaking has occurred and the issue is fixed. 

  Thank you, 

  Gaslight Property

  Customer Answer

  Date: 06/12/2023

  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

  Date:10/28/2022

  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.

  Please lookin into the sale of **** ****** I called today they said they never owned the property and it’s showing that yal sold my grandmother house her name was ***** ******** yal have ******** on the records

  Business Response

  Date: 10/31/2022

  Hello, 

   

  Thank you for reaching out; however, we are unsure of what you are asking. We did own the building at one point and sold it. Please advise as to what you are asking for here. 

  Thank you, 

  Gaslight Property