Complaints

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  Linden Equities, LLC

  1850 Denune Ave Columbus, OH 43211-1718

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  Linden Equities, LLC

  PO Box 12515 Columbus, OH 43212-0515

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:09/19/2023

  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.

  On September 5th high levels of carbon monoxide were detected in our apartment. The one maintenance man for the apartment company was out of town and didn't answer the phone call. So, 911 was called and we were kicked out of our apartment for 30 minutes as they cleared out the gas. Then the maintenance man came out to the apartment the next day and said he didn't detect any gas and turned the gas back on. He did not contact the gas company or the owner of the apartment complex. As we took this issue into our own hands and contacted the gas company. The levels of gas were found to be fatal and deadly amounts of carbon monoxide leaking from our oven. It took the apartment company almost 2 weeks to replace our oven and on the day of the replacement they turn the gas back on without the gas company knowing. We believe the owner still does not know of this, and the severity of carbon monoxide is not taking into account. The gas company was not contacted by the apartment complex, but by the tenets. The neglect to this problem that could of costed our lives is an eye opening situation that the apartment company cannot just throw under the rug and forget about.

  Business Response

  Date: 09/22/2023

  BBB Complaint ID ********
  The current tenants at **** **** *** # 7 recently signed a lease on 8/15/23. The lease includes multiple safety facts sheets, one of which is “Exposing an Invisible Killer”.
  CO detected and alarm instruction:
  If no one is feeling ill:
  Silence the alarm
  Turn off all appliances and sources of combustion (furnace and fireplace)
  Ventilate the house with fresh air by opening doors and windows.
  Call a qualified professional to investigate the source of the possible CO buildup.
  If Illness is a Factor:
  Evacuate all occupants immediately.
  Determine how many occupants are ill and determine their symptoms.
  Call your local emergency number and when relaying information to the dispatcher, include the number of people feeling ill.
  Do not re-enter the home without the approval of a fire department representative.
  Call a qualified professional to repair the source of the CO.
  
  Before the incident on 9/5/23, ****** has no record or reports of CO alarms or gas leaks at **** **** *** unit 7.
  On 9/5/23, 1:45 am Tenants called maintenance #
  On 9/5/23 2:30 am Tenant(s) texted the Maintenance number to report the CO monitor alarm. “Hey **** its so late but our carbon monoxide alarm keeps going off” & “We reset it 3 times and its going off”
  On 9/5/23 8:03am Maintenance responded to the tenant “I’ve never had them go off that I’m aware of. It could be the batteries need replaced. I’m driving in town and should be there around 10 am.” The tenant responded saying “Okay we are all at work. The fire department came out. There was carbon monoxide in our apartment. Mainly from the furnace in my room. They aired out the place with fans. Told us to leave all the windows and they turned off the gas. Told us we were good to go back in but it needs to be checked out professionally and fixed. Then our gas can be turned back on. The décor in my closet didn’t go off”  
  On 9/5/23 9:00 am Maintenance called SEVERAL HVAC COMPANIES but their response time was 48 hrs. They suggested it could be the control valve in the furnace. Maintenance called ******* Heating & Cooling and was able to have them scheduled the same day. Maintance hired ******* Heating and Cooling (a certified professional) to inspect the furnace and water heater. Maintenance texted the tenant and advised our HVAC guy was coming out that day and it may be a furnace control valve.
  9/5/23 12:47 pm ******* arrived onsite the same day. Inspected furnace and water heater but no leaks were found. At this time, gas was turned back on to the furnace and water heater. Batteries were changed in the CO detector. The tenant was advised of the findings prior to leaving the residence.
  9/5/23 8:30 pm Maintenance texted the tenant for an update and inquired if the alarm had gone back off.
  On 9/5/23 8:37 pm Tenant advised they called Columbia Gas for an inspection, and was onsite for the inspection approximately 8pm, they found gas leaking from the stove and condemned the stove. The gas was shut off at the stove connection.
  9/5/23 Maintenance advised he will place an order for a new stove.
  9/6/23 11:57 am Maintenance corresponded with the tenant and advised he tried several places to order a new stove and the earliest he could have one delivered and installed was 9/14/23.
  On 9/7/23 Maintenance ordered a new stove from **** *** and set up to delivery for the earliest time available on 9/14/23.
  9/10/23 Maintenance got approval to purchase a $100.00 Kroger gift card for the inconvenience of being without a stove.
  On 9/13/23 3:36 pm Maintenance provided a confirmation of the delivery for 9/14/23, sent photo of stove, and advise maintenance will be there to make sure all goes well.
  09/14/23 5:09 pm ****** Office received a call from a Tenants father (co-signer) and he expressed the issue of added expenses of eating out and asked for a reduction of rent. He was advised that we cannot reduce the rent but a $100 gift card for Kroger was purchased to help compensate for the added food expense incurred for the week. He said the offer to remedy their added expense was acceptable.
  On 9/14/23 3:00 pm **** *** installation professionals installed the new stove and tested for gas leaks, and none were detected. On the advice of the installers. They recommended that maintenance turn on the oven for 30 minutes at 350 to burn off any residue which is standard. No further issues were detected. Maintenance notified the tenant the new stove was installed and that there would be a smell from the new stove but nothing to worry about nor was it dangerous Everything was installed and in working order. Maintenance left the gift card with the new stove manual for the tenants.
  On 9/19/23 2:29 pm ****** received a BBB Message from the tenant
  Name: ******* *******
  Contact Email: ********@gmail.com
  BBB ID: **** 
  Business Id: ********
  Business Profile Url: (link redacted)

  
  Message:
  I have tried reaching out to the property manager and maintenance to receive the owners email or phone number, but no response after two days. I as a tenant that has been recently involved in the carbon monoxide leak to the apartment complex, would personally like to contact the owner, as well as Columbia Gas. As they need the owners information for the documentation. Thank you, Melissa
  On 9/18/23 3:55 pm ****** Office received a text from tenant “May you send me the Owners number and email”
  On 9/19/23 3:31 pm ****** Office responded via text “I was on vacation yesterday. Moving forward please allow 24hrs for a response if it is not a maintenance emergency. Thank you”
  On 9/19/23 3: 29 ****** Office responded to the message received via the BBB.
  Responded via email:
  I am shocked that you felt the need to reach out via The Better Business Bureau. Maintenance already responded and explained we do not give out the owners’ personal contact information and they are not involved in the day-to-day operations. Contact information will not be provided for the property owner(s). If Columbia Gas needs to contact ****** regarding your unit, they have our property owner agreement on file and can reach me or **** at any time.
  To review the recent CO2 incident reported, please see the following notes:
  Within 24 hrs of the leak being reported, a certified plumber immediately came to inspect the entire unit. CO2 testing showed no signs of Carbon Monoxide in any bedrooms or common areas of the unit. There was a minimum reading found coming from the gas stove. The gas connection to the stove was shut off and a new stove ordered. The stove was replaced with a brand new stove. We also provided a $100 Kroger gift card for the inconvenience of not being able to cook and being without a stove for a few days.
  As you were aware when touring the unit, it is not a “new build”, and these types of issues may happen as equipment and the unit ages. ****** Equities will continue to address, as quickly as possible, all safety issues and equipment failures as they arise. Please contact me if you have any additional questions or concerns.
  ****** Equities.com
  accounts@******equities.com
  Office: 614-429-1039
  
  
  
  Tenants has communicated facts incorrectly as follows:
  Maintenance was not “out of town” when the incident occurred. He was sleeping. The tenants called and then reported the incident via text.
  The tenants were not kicked out of the unit by the fire department but were asked to exit the unit while it was aired out for their safety.
  Tenants claimed the Gas Company and owner were not contacted. The owner was made aware immediately following the communication with the tenant on 9/5/23 9am. The gas company did not need to be called at this time because tenants confirmed the fire department had shut off the gas and stated the fire department expressed the furnace was the problem.
  Maintenance did not turn on the gas, it was turned on by ******* Heating & Cooling once the furnace and hot water tank were tested and no leaks were found. Batteries were changed in the CO detector and the tenant was updated before leaving the premises.
  Maintenance communicated with the tenant to ask if the detector had gone back off and tenant responded no one was at the unit and reported another tenant had called Columbia Gas for an inspection.
  Tenants called the Gas Company to schedule an inspection and informed Maintenance that Columbia Gas was on site.
  Columbia Gas determined that the stove was leaking and shut off the gas connection to the stove. Report shows there were no CO readings if the stove was not in use. The stove was only registering levels of CO if the stove was in use.
  Tenant claims their lives were in danger due to the “fatal and deadly levels of CO. The tenants reported no injury or illness to the fire department or thereafter. Per the reports from Columbia Gas, levels were minimal and that was not the case.
  The tenant claims it took 2 weeks to replace the stove. Maintenance made every attempt to purchase a new stove from different retail vendors and the earliest delivery and install date available was 9/14/23 (8 days from the incident)
  The tenant claims our company “just threw this situation under the rug and forgot about it”. This is not the case. All remedies and communications were transparent between the tenants and maintenance. The issue was taken very seriously and was remedied. ****** also offered compensation for the additional expenses incurred while the stove was out of commission. This compensation seemed appreciated by one of the co-signers on the lease.
  
  At this time, ****** feels that all measures were taken to address the issue in a timely manner and feels the tenants have over-exaggerated an account of the events, to slander our company and the values we pride ourselves on. The tenants followed the CO guidelines provided with the lease to ensure all tenants’ safety, the unit was inspected, the stove was replaced, and the unit was cleared by licensed professionals as safe and operational. All communications from maintenance to the tenants remained consistent and was documented throughout the entire process. We have detailed documentation of this incident, all communications, the reports from Columbia Gas and are willing to share these documents if requested.
  
  Management
  Linden Equities II, LLC