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:02/03/2025

  Type:Order 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.

  Apartment is infested with roaches. Apartment complex will use minimum infestation management. Inconvenient where you must leave for 3 hours weekly with no resolution. Infestation for over 3 years. When contacting leasing office, employees will be disrespectful towards lease holders. Not give notice of infestation management visit. When contacting leasing office, employees and management, given misinformation form all team members. No assistance. Potential damage by management to apartment without compensation or assistance with maintenance.

  Business Response

  Date: 02/11/2025

  Our community contracts with a professional certified pest control service.  They provide clear directions on what needs to be done in order to have a successful treatment for pests. See attached. This address has had multiple treatments and has not been ready on more than one occasion when treatments have been scheduled and communicated to the resident. For example a letter was place on the apartment door communicating the treatment would be on Feb 3rd, 2025 and the apartment. The resident called and spoke to one of the leasing agents as well as the Manager on 2/3 to confirm the understanding and acknowledge the treatment needed to be done on 2/3 as noted on the notice placed on the door on 2/3.  There is some history with this address being scheduled for treatments: 1-7-25 denied entry, 1/14 treated, 1-28-25 denied entry then a treatment the first week of Feb.  It is very important that the pest control have access and the apartment be prepared in order for the pest control to be successful.  We understand this situation could be stressful however it is important to follow all directions and keep the schedule to solve the problem. If the resident needing a location to go during the treatments he/she is more than welcome to spend time in the rental office we do have a work room available for those who may need a few hours away from the apartment if a library or another location is not acceptable. It is our understanding that the office did offer this option and was declined however always available. We encourage the resident to reach out to the Manager or office for additional assistance as we all want to partner and solve this issue. ************ is the office phone number and we would like to continue working to solve this issue with the Residents full cooperation. 
  Thank You,

  BelAir Court

  
  

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service 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.

  The experience that I’ve had with their BELAIR Court apartments has been terrible. Prior to moving in, I sent all my documents to them, and because one of their associates messed up on one of the form, I was required to get that same form notarized once again and there was no apology given by the manager who goes by the name of *****. They told me that there was nothing they can do until I get it notarized when it was their own lack of professionalism. Not only that, I paid my rent for the month through their online website. The website although it’s required, provides no disclosures whatsoever to let you know that your online payment will take up to 3-5 days to process. You have six days to make your payment on time and they called me on purpose two days later to let me know their system notified them that it couldn’t take my payment. That’s so terrible, if you have a system that takes up to three days to let you know, why don’t you put it in fine print on your website that it will take the allotted time to do so? I talked to the same manager *****, and she is the rudest manager to ever come across. She said there was nothing they can do and told me I was responsible for $100 and $50 NSF fee and I said I cannot afford that, and I even shows confirmation that I made the payment days before it was late. If there was an error it should’ve been known prior to it being late. I would understand if I didn’t even attempt to make a payment but they made it seem like i was negligent and I do not appreciate it. ***** should be fired and she should not be a manager, she has no communication skills whatsoever. She told me she reached out to her VP and they offered to waive only the late fee and that I had to give it to her within the same day. I was at work and can’t leave my job and because I told her I work a bank she included a slick comment that I should be able to make a money order and drop it off. She is insanely nasty and again should be fired.

  Business Response

  Date: 09/18/2022

  The resident ****** ****** applied on our Rent Café web
  site, July 12, 2022. He was relocating from Florida. After processing his
  application his score requires a co-signer.  The mom ***** ****** agreed to co-sign  His move in date was for July  22,2022.  Since they were both still in Florida we
  scanned the lease agreement to ****** and *****. The lease agreement needed to
  be notarized since management could not witness the signatures.  When the lease was scanned back it was
  noticed it did not have the new apartment address on it.  ***** called ****** to explain the mistake
  and apologized a few times. He was told we could not release keys until we
  received back the correct lease. They scanned back the co-signer addendum and
  ****** was on his way to Columbus. He signed the correct one after arriving.  ****** added his brother ****, which was in
  Columbus as an occupant. 

  
  ***** did not have contact with ****** until 9/8/22 when his
  ACH rent payment came back declined.
  ***** called to let him know that his payment  came back NSF. ****** was very upset about
  this. She tried to explain that when he made his payment it was like writing a
  check. It takes a few days to clear and there was a holiday in that week. *****  told him he owed  Rent, NSF fee and late fees.  After numerous emails the AVP agreed to waive
  the late fees if he paid rent & late fees  by  9am on 9/9/22 .

  
  ****** continued to send emails stating he could not pay
  until after closing on 9/9/22. He was told if he did that then the late fees
  would not be removed.
  The roommate **** brought a money order in the leasing
  office the morning of 9/9/2022 so late fees were removed.

  Sincerely

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

  Property Manager

  Customer Answer

  Date: 09/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18010750
  
  
  
  I am rejecting this response because: 
  They are very negligent and very slick with their words. Although it may sound professional, they need to be held accountable. I'm not the only one who has had issues with their service. This attachment I've included proves that ***** is incompetent as a manager and needs to step down from her role as maybe she has been in it for far too long. Because I told her I worked for a bank she assumed it was a regular branch and that I could have a money order issued in the time that she told me, but it was already too late. She gave me no time whatsoever to garnish a money order because their office opens at 9 and banks open at 9am as well it is not fair. Once again, they need to provide online disclosures stating that once you make the payment it will take a couple days to process and need to teach their employees to reiterate that same information when an occupant calls regarding on whether or not their rent was paid for that month or not. This isn't new information, even when they send the payment confirmation it gives no inclination that it is processing which could make somebody confused as to whether they received it or not. Just because it says confirmed, you need to include that it will take a couple of days to process so that we are well aware that it may be kicked back. Instead, she told me she checks her bank every day and I should do the same. We are in the 21st century, why is it that you can't even check your payment history through the so-called website you provide to consumers to pay their bills. This just teaches me that I have to now make money orders because their website clearly isn't up to par, and so is the manager. They told me that they would waive the late fees but proceeded to send a late notice on my door negating that. Very poor customer service. I sent my payment on the 2nd, and it took 6 says for them to get back to me, even though I called them prior to ask if they got the payment ok. The person I called should have told me that it might get kicked back. I get that it's a holiday but own up to your negligent customer service and your poor executed website missing the very required disclosures that it needs.
  
  Regards,
  
  
  
  J R