ComplaintsforVesta Capital

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/5/24 my neighbors across the hall asked to see my camera footage because they had a package delivered that was missing. My camera caught the person responsible. Me and a few neighbors went to the office and informed them that this is still an on going issue, and that we caught them on tape. (for context: this man and woman have been here for 2 months just watching people from the balcony everyday, walking up and down the parking lot and observing when people would leave their home, when they would come back and taking note of everything) . 8/6/24 I heard commotion outside so I stepped on to my patio to see what was going on, and I saw the same woman and man arguing with neighbors the man made a "sh" sound to them and flashed what appeared to be a gun. He made eye contact with me and proceeded to do the same motion! They have been in a vacant unit for almost 2 months somehow with keys, water and electricity stealing, stalking, and casing out everyones schedules for apartment break-ins. I attempted to go to the apartment office, to request I'd be moved units. the office manager **** asked me what I needed, I told her and immediately she started talking to me in a condescending tone, instead of helping me through a situation that was already stressful enough. the manager **** proceeded to get on the phone with the police making a drastic call saying that I "was threatening her". She did not hear a sentence that came out of my mouth, she did not take notes on what was happening, she did not try to comfort me and understand I am under duress. she profiled me saw that I was Mexican, and lied on me calling the police saying I was a threat. she refused to give me Coorperate number, directed everyone else in the office to not speak to me and threatened to ban me from the office and said that she was going to have me evicted, when all I went in there to do was ask them to move me for my safety. residents are being stolen from, stalked, plotted against, and threatened.

  Business response

  08/16/2024

  I tried reaching out to the number we have on file for **************; however, the number appears to no longer be in service. 

  
  Prior to this report being filed as well as **************** visit to the office, the squatters who broke into the referenced apartment had been removed from the community. We had only recently been made aware of this being an issue upon ****** assignment to the property. Upon her discovery of this, swift action was taken to resolve the issue in a timely manner. If vagrants are seen on the property, we ask that it be reported to our team immediately so that we may take quick action.

  
  The experience with ***** portrayed in this complaint is at odds with the information that has been provided to me by several eye witnesses that were in the office at the time of this interaction. I have attached one of these statements to this complaint. I would like to discuss this further with ************** to hear her side of the story to determine the appropriate action required but request that ************** does not enter the office until we are able to discuss this matter further. All work orders may be placed through our online portal or via phone call. 

  
  The desired settlement portion of the complaint mentions not having working air conditioning for 5 days. In reviewing the account, I see that a work order for no ** was submitted on August 5, 2024 at 11:04 AM via our Resident Portal and was completed that same day by our maintenance team. There are no other ** work orders submitted for this season and the one from the 2023 season was completed within 24 hours as well. I have attached a copy of the work order and the history log from our system. The work order does note that ************** began calling on Friday regarding the ** not working, but I do not see any missed calls in the activity log for this apartments account. To reach the office, community members should call **************. 

  
  We pride ourselves on providing the best experience possible and resolving issues in a timely manner, but we are unable to fix a problem that we do not know exists. I am happy to work with ************** to resolve her concerns, if given the opportunity. I have followed the failed phone call up with an email to the email address we have on file and will reach back out once a response with a valid phone number has been received.
  

  
  

  Customer response

  08/23/2024

  Hi everyone,

  I just wanted to reach out and address that *** reached out to me 8/22 to discuss the situation and we have come to an agreement! He handled the situation with care, and listened to my concerns he settled my nerves and informed me they will not ban or evict me and there will be no retaliation against me. This was a situation were both me and the apartment manager could have handled it differently and being a state of despair caused us to navigate it poorly instead of both of us being at our best. I have extended out an apology for any part I had, and know that an apology from *** was extended as well. I am happy knowing that I wont be banned or evicted, and am taking the steps on my end to be protected from the criminals just in case. *** was professional we are both happy and decided to leave this issue in the past and start on a new page. The claim can be dismissed, if I need to I will reach out in the future but I dont see that being an issue. Thank you! 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 11, 2024, I signed a lease dated for April 17, 2024, which was for one year. On June 1, 2024, I went in to pay my rent which is supposed to be $809.00. ***************************** assistant said that I owed $900.00 because I was paying by month-to-month. I told her that I signed a year's lease with *************************. ***************** acted like she had no knowledge of this. *******'s other assistant pulled up the lease on her computer which confirmed this and they took my rent payment for $809.00 On July 1, 2024 when I went in to pay my rent, ****** told me that I owned $1000.00 and I informed her that I did not because of the lease we both signed. Again, she acted like she had no acknowledge of this. My sister and I both told ******* that my lease was for a year. Then, ******* went to her office and came back with some papers for me to sign. I thought this was a copy of the lease for April 17, 2024 and it would solidify that. I had just gotten off work and was very tired and ill from the heat. I came in only to pay my rent and I had no intention of signing another lease because I already had one. My guard was down and I was too trusting of them to do the right thing. I had no idea how rotten and deceitful they could be. They were all playing games with me and I didn't know that she was renegotiating a short-term lease to try to hustle more money out of me. How I found this out is when I went to pay my water bill on July 25, 2024. Her assistant said I owed the water bill plus a fee for $173.59. She said the fee was because I was on short term lease. I tried to tell her that I was not on a short-term lease, and she was very rude and smug and said that I signed the lease. In all of my 35 years of renting apartments, I've never dealt with this type of deceitful and shady business practice. For the record, I have already paid my rent for August on July 1, 2024 ( see receipt) plus $173.59 fee (see receipt) water bill for $30.00(see receipt)

  Business response

  08/05/2024

  Hello ********************,

  We are so sorry to hear about your lease and payment issues with One Eton Square. Unfortunately, we do not own or manage One Eton Square Apartments. You will need to contact their current management company, Vesta Realty, to dispute all issues and charges. We wish you the best of luck!

  Thank you, Case & Associates Properties, Inc. 
  

  Business response

  08/07/2024

  I spoke with ******************** and have resolved her concerns. There was a discrepancy between the original lease she signed and the corrected lease, where the original lease showed a much higher rate. Our Property Manager assisted **** in correcting the lease, but did not correct the ledger, which resulted in additional charges showing on the account. The charges have been corrected and the account now shows a $180 credit balance that ******************** may deduct from her next rental payment. 

  If there is anything further that is needed from us, please do not hesitate to reach out. 

  Respectfully,

  **********************;

  Regional Supervisor

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 3rd, AC went out. Assigned to maintenance on June 6th. Condenser is out. Less than 2 months old. Caused me to suffer a heat stroke. Admitted to hospital thru ER on June 17th with heat stroke and released on June 18th. It is now July 4th and nothing has been done. They have stated that the unit has been ordered but are waiting for it to be delivered. Supposedly, their supplier is ***** Supply, **** in *************, ********. They have stores all over the ************* area, main distribution warehouse is I-35 and SE 29th in ************* I believe. The owner of ************************** is Vesta Realty, LLC in *****, *********** wife is severely asthmatic and has had several heart attacks and strokes. I have had a heart attack and several heat strokes. We are also diabetic and are both disabled. The only income we have is my SSDI. My wife is a Canadian citizen.

  Business response

  09/06/2024

  Please know that we engaged directly with the Resident and consider this matter closed. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the beginning of 2024, we have had problems receiving mail at The Villas at *******, a Vesta Realty property. The property manager and staff have been notified that the US *********** will no longer deliver mail to the damaged mailboxes in the mailroom facility. As a result, my family and others in the apartment complex face the consequences of not having a physical mailing address. For example, my health insurance was canceled due to my mail being returned to the sender. This resulted in the insurance company notifying me (via mail that I could not receive) that we needed to prove our physical address to verify that we lived within the service area.Unfortunately, I am not the only one in the apartment complex with problems receiving mail. Other residents at ********************************************************************* in apartments 109, 208, 132, 135, 232, 111, 112, 107, and others are facing the same dilemma.I am writing this because we have received no resolution after months of complaints, inquiries, and consistent reminders to office staff of the imperative nature of receiving mail at our physical address. I have been advised that The Villas at ******* and Vesta Realty, by extension, will NOT pay to repair the mailboxes so that the residents can receive their mail.

  Business response

  06/28/2024

  Hello,

  The mail box for this building requires a type of lock our maintenance vendor has to special order, last week I was able to track them down and get them ordered. The new locks have arrived and will be installed today and monday. Residents that need new keys will be contacted no later than end of day Monday to pick up their mail keys. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in on 05/09/2024 and the office staff stated that they do not prorate the 1st month's rent only the second one so I paid ****** for May 2024 and for **** I was expecting to pay ****** because that's what I was told I would need to pay. On 06/01/2024 I called to make sure I was supposed to pay 565 and the office staff said I needed to pay 782 I told them what was on my lease and they have been threatening me with eviction using threatening language. I have failed two inspections because my work orders have not been completed I have another inspection scheduled for 06/19/2024 and need my work orders completed. I am trying to pay my prorated amount plus the late fee but I am not getting anywhere with the office staff please help me.

  Business response

  06/25/2024

  Thank you for bringing this matter to our attention. At ******* and Vesta Realty, we greatly value the feedback provided by our residents and continuously strive to maintain an exemplary living environment.

  
  Regrettably, we did fall short on this occasion as the initial inspection by the housing authority did not pass due to a lack of hot water. This issue was caused by a substantial exterior leak in a hot water line that was under repair by a third-party plumber at the time of the inspection, which was unforeseen and beyond our control. I am pleased to inform you that this leak has since been repaired and the inspection has now passed successfully.

  
  Regarding the rent, it is our policy to collect the first month's rent upfront, followed by a proration. This was correctly implemented, and I have attached a copy of the ledger for your review. The discrepancy in amounts appears to be due to the administrative fee concession that was offered but not applied to the ledger until June 24th, which may have created the impression that the full rent amount was due when, in fact, it had already been paid at move-in.
  As a courtesy, ******* has waived the late fee incurred in June 2024. This adjustment is reflected in the attached ledger.

  
  Best regards,

   

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

  Regional Supervisor 

  Customer response

  06/25/2024

  I am rejecting this response because:   I paid $762 on *** 9th and $565 in June plus a $50 late fee if all credits are applied where they belong I should have a $0 balance if you prorate *** for $565 and charge me the full amount for June $762 I should have a $0 balance so where is the balance coming from if you said you credited my account with $50 ? I did pass my inspection everything has been fixed but I want to make sure Im not over paying and that we are on the same page 

  Customer response

  06/25/2024

  I was confused with the data on the paperwork reviewed if I have a positive balance I am satisfied with the claim and the matter has been handled but I do need confirmation of the positive balance and that everything is paid and if rent is already paid for next month as I see a charge for $177 and it says for rent 

  Customer response

  07/01/2024

  I overlooked the paper work and disagree with the amount that's being credited , ******* topps paid $762 for the month of may he paid $565 plus the $50 late fee in **** housing passed the inspection on **** 24th 2024 and made a payment on behalf of ******* topps which means they were overpaid for **** and it should have been credited to his account and forwarded to  july ******* apartments is saying that he owe $197 for the month of july when he should have a credited balance of $177 plus the credited $50 from the late fee that was credited back into this account 

  Business response

  07/01/2024

  Hello,

   Yes, the account shows a credit of $165.17 as of 6/30/2024.

  To further clarify **** transactions: Due to the tenant's decision to move in after the initial failed inspection, the tenant is responsible for 100% of the prorated balance owed, amounting to $584.20. This sum represents rent from 6/1/2024 to 6/23/2024, with the total rent for unit #*** being $762. The remaining prorated balance of $177.80 covers the period from 6/24/2024 to 6/30/2024. Since the inspection passed on 6/24/2024, Section 8's responsibility commences from that date, with Section 8 paying $136.40 of this balance, leaving a resident portion of $41.40.

  As of today, 7/1/2024, the ledger balance is $56.83, which includes the tenant portion for July 2024 of $207.00 and the monthly renters' legal liability coverage of $15.00.
  

  A ledger has been attached to this email for your review. As mentioned in previous communications, late fees have been waived. To date, Section 8 has not issued their payment to us, which is expected as it typically takes time to process new move-ins. The tenant is not held responsible for Section 8's portion of payments.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have lived at Vesta Realty apartment complex for 5 years. I'm very good tenant & have consistently paid on time month after ************ after year. I have never complained, although their customer service is horrible and they're pretty much slum lords in disguise behind these A class apartments. My husband is a tribal member through Muscogee Creek Nation, and recently, we discovered they offer tribal benefits to cover any monthly mortgage or rent. So we took the opportunity & enrolled in the benefit. All paperwork was submitted & we were approved for the benefit of them covering our rent to begin May 1st. May 4th, I get a LATE FEE notice to my shock & I urgently call Muscogee Creek nation to see why our rent was late/not yet paid, they apologized & said they were mistaken and need a few more documents submitted before we can officially be approved. Please note, I was not called by Muscogee Creek Nation to be alerted about them not paying rent this month. So, I meet the property manager of my apartment to explain the situation and letting her know I will be paying it, and I politely requested if she can waive the $75 late fee since the delay of payment is no personal fault of mine. She quickly gave me no effort and simply said "No. I have to go through two other people before I can get it approved." Rather than making an effort for me as her loyal, long time 5 year tenant! So I took it upon myself and called Vesta ***************** and the customer service was horrible! Every receptionist I got per phone call to get help was extremely rude on the phone and had no clue on how to help me. I asked them what they advise and if I should pay the rent or wait until the fee is waived and all of them said "Uh Im not sure. It's up to you to figure that out." I have had to call multiple times to finally get an answer. Finally, I got a response from the regional saying he won't give me a refund. All I have left to say is, this company's ****** reviews speak for itself.

  Business response

  07/02/2024

  Hello,
  
  Thank you for reaching out regarding this matter. Im sorry to hear that youve had a negative experience with us and hope that this response provides clarification on our stance regarding the late fee removal. 
  
  ***** I would like to note that the receptionists who answer calls at our corporate office are not privy to the details regarding the operation of our communities or the accounts of our community members and are there to relay information to departments internally and connect callers with those who are empowered to assist with their needs. 
  
  Your lease states that rent is due on or before the first of each month and if the balance remains unpaid by the 5th of the month that a $75 late fee will be applied and due immediately. We understand that sometimes situations arise that are outside of our control and as a one-time courtesy, we will waive one late upon request by our community members. Please note, that this is only a one-time courtesy upon request and any future requests are not granted. In order to remain compliant with the federal Fair Housing Laws, we are required to enforce this policy evenly with all our lease holders. 
  
  Our records indicate that your January rent payment was paid late and a one-time courtesy late fee removal was granted at that time, and is the reason that the May late fee removal request was denied. Please see the attached ledger showing the late fee removal that occurred in January. 
  
  Additionally, I would like to make note of the dollar amount you have listed in this dispute. The balance of $1,639.88 is for routine rent, utility, and pest control fees totaling $1,564.88 plus the $75 late fee that was added. All of these charges are valid and outlined within your lease agreement dated February 2, 2024.
  
  If you have any further questions or concerns regarding this matter, or any others pertaining to your residency at *********, please feel free to reach out to us directly.
  
  Respectfully,
  *****************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an apartment from this place on December 15, 2023. I noticed after I signed the lease that there wasn't a mailbox lock. I've asked the office multiple times about and called the corporate. I was told by the office that the mailbox locks was being ordered. i should have one in 30 days. now 30 days has pass by and still no mailbox lock. The office staff never know anything when you go in there or call them. I've also called the corporate office and they say someone will call me back and never do.

  Customer response

  04/29/2024

  Submitted Business Information
  Complaint ID: 21619452
  Business Name: Riverpark at *********************
  Address: *******************
  City: Tulsa
  State: OK
  Zip: 74136
  Business Phone: **********
  

  
  

  Business response

  05/06/2024

  To whom it may concern,

  I sincerely apologize for the delay in providing ************ with the new mailbox key following her move-in. Recently, I've been tasked with assisting in various administrative matters at the ******************** leasing office. Upon receiving notification of **************** need for the mailbox key, we promptly processed the work order request. ************ has been duly informed that the key is now available for her to pick up at the office today.

   

  We appreciate your patience and understanding in this matter.

   

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

  Vesta Realty

  Operations Specialist

   

   

   

   

   

  
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 21st 2024 I requested to have my A/C fixed and am still waiting as to today March 14th 2024. I have been told numerous times they can not fix it until it is hot outside because it wont read properly until its above 80 degrees outside. I have asthma, seizure issues and there are cockroaches everywhere because they will spray once and never come out again. I have reached out to Corporate numerous times over living here and have never gotten anything resolved which is why Im reaching out to you guys. *** been told in the past I will get a call back and I never will I always have to reach out to them. *** also asked how the Flex program works that they offer and I was told I dont know with no resolution to find out how it works. As well back in December of 2022 me and my roommate were without heat for a majority of the month until it was cold

  Customer response

  03/16/2024

  The name of the apartment complex is ********************

   

  leasing office address is *************************************************

   

  my address is ****************************************************************

  Business response

  03/19/2024

  I spoke with ***** regarding his concerns. Maintenance addressed his ** today and I explained why the ** cannot be charged while the weather is cold. I also reviewed our pest control policy and let him know that we would have his unit placed on pest control for this week and the following three, and I asked that he ensure his dogs are secured on Friday's so the treatments *** be performed. I asked about Flex Pay and he stated he has already figured out how this works. He asked if he could have a direct number to me. I let him know that I was calling from my direct office line and that he could reach out to me in the future but requested that he try to resolve any concerns that *** arise with the office first.

  Customer response

  03/19/2024

  I am rejecting this response because:   
  

  I will accept it when I see that they actually follow through with what I am told. *** been told numerous things for 2 years living here and never following through to as simple as a call back from the leasing office. I do not like being this way at all but its hard to believe what Im told after 2 years of not following through. I really hope for the businesses sake it does actually follow through with what ** told..

  Business response

  03/28/2024

  Dear *****,

  I hope this message finds you well. Following our recent conversation, I wanted to provide you with a written update here regarding your concerns.

  You mentioned that the ** is now functioning properly, which is great news to hear. Additionally, it's encouraging to learn that the pest control concerns are showing signs of improvement. Your feedback is invaluable in ensuring that we maintain a comfortable and hygienic living environment for all our residents.

  I want to confirm that we have scheduled another pest control treatment for tomorrow, as well as for the following week. However, should you feel that additional treatment is necessary beyond next week, or if you believe that next week's treatment may not be required due to the effectiveness of tomorrow's session, please do not hesitate to inform us. Your satisfaction and peace of mind are our top priorities.
  

  During our discussion, you mentioned that there are no further issues at this time. However, please remember that our lines of communication are always open should you encounter any concerns or require further assistance in the future. We are here to ensure that your living experience remains comfortable and hassle-free.
  

  Thank you once again for bringing these matters to our attention. Your cooperation and understanding are greatly appreciated as we strive to address and resolve any issues promptly.

  Warm regards,

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

  Regional Supervisor

  Customer response

  04/01/2024

  I am rejecting this response because:   
  

  Im now starting to feel targeted by ********************* I got an email stating I violated the lease and that I am to take my dogs off the property to use the restroom which I have been doing and the one time I dont because my dog refused to move and I dont have anything to pick it up I get singled out. I didnt get a phone call to let me know that someone reported me if that would have been done then I would keep it more in mind. I understand she is trying to fix a lot of things with this apartment complex but there is a personal level to taking care of your tenants then just a straight up You violated the lease.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  03/01/24 I paid $917 for rent and didnt get to look at the apartment we got the keys and looked and under the sink was leaking water on the floor it was also still trash in the storage unit till this day and the refrigerator was so small I asked can we get the one it says in the website the side by side fridge and the they told me the manger said no and I was so confused on why not Im paying this much money for what

  Customer response

  03/11/2024

  Submitted Business Information
  Complaint ID: ********
  Business Name: ***************
  Address: *************************************
  City: *****
  **********************
  Zip: 74145
  Business Phone: **********

  Business response

  03/11/2024

  The resident moved into the unit on 3.1.24 after move in it was brought to our attention a few maintenance items needed to be addressed. On 3.4.24 it was brought to our attention the maintenance team forgot to check the outside storage closet on, the dishwasher was not working properly, the stove was wobbly and the fridge is working while it may be was smaller it is newer. On 3.4.24 the trash was removed from the storage closet and a new dishwasher was installed. On 3.7.24 on call maintenance was notified of a leak under the kitchen sink and on call maintenance responded the same day to make temporary repairs until our Regional maintenance supervisor could come out to assist with replacing a valve on 3.11.24 which is currently in progress. While we are aware of the minor maintenance items we have not be neglectful in attempting to make repairs and will not be offering any rent compensating. We do offer renovated and classic apartments and both styles were viewed the resident chose one of our classic apartments that met their monthly budget in rent. The flooring, counter tops and appliances differ depending on renovated and classic apartments which is why we show both floorplans available. The work order for the stove wobbling has been submitted and I have ordered a new side by side fridge to be installed both items will be completed at the same time. Please let me know if you have any more questions or concerns that need to addressed. 

   

   

   

  Customer response

  03/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am currently renting with my fianc ***************************** who is the primary lease holder. We have submitted multiple work orders for a broken AC/Heater thats been broken for almost 2 months now and the property has yet to provide a proper fix. Recently we had flooding in our townhome and management did not come to check for damage almost a month later now. We have mold under our stairwell, and have had numerous water leaks. Work orders have been closed out without anyone coming by the apartment.

  Customer response

  03/08/2024

  Submitted Business Information
  Complaint ID: ********
  Business Name: *****************
  Address: 2001 *****************
  City: *****
  **********************
  Zip: 74105
  Business Phone: **********

  Business response

  03/11/2024

  Hello, 

  There have been 5 work orders put in for the heat/ac in 2115 TH 14. One on 12/16 and 12/18 (duplicate work orders) that was repaired by our Regional Maintenance Supervisor on 12/26, it needed a fuse replaced. A separate work order was put in on 12/24 for the heater, the *** stated there was a short in the heat pump in the contactor. January 17th one of our leasing agents opened a work order for light bulbs, the *** and the washer. Our Assistant Maintenance Supervisor was assigned to this work order and stated the tenant told him, only the light bulbs needed to be changed, that there were no other issues in the apartment. The Most recent work order was on 2/22 for his air conditioning, as of today it has not been repaired but I have notified our Regional Maintenance Supervisor who has done the previous work on his heat/air.
  
  In regards to the *** under the stairs, this unit was walked and included on the winter weather damage tracker. The morning of January 23rd 2024 a notice was posted on the door notifying the residents that staff would be walking the unit to inspect for damages. I personally walked his unit with another member of office staff on January 24th and did not see any signs of growth or damage at that time. At this time the resident was not home. This unit will be inspected and treated if applicable. 

  Customer response

  03/11/2024

  I am rejecting this response because:  We will be keeping the case open until the AC/Heater and washer/dryer is fixed. It should not take 3 months for this stuff to be fixed and we shouldnt have to open up numerous requests for this. We were home when notices were posted and no one came, and if staff claim they arrived at the apartment there should have been a note left after theyre visit stating that someone came by when no one was home. 

  Business response

  03/15/2024

  Hello, the maintenance issues that were reported in unit 2115-14 have been completed. The ** was completed on 3/14/24 and the issue under the stairs mentioned by the resident was completed today 3/15/24. I have attached proof of the completed work orders as well as photos. Thank you.

  Customer response

  03/15/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩