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:01/23/2025

  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.

  Around January 22nd, my heat stopped working in my apartment while we were experiencing subzero temperatures. The temperature of the apartment was at 45 degrees, but I had the heat on and set to 80 and cold air is blowing. I immediately sent a request to maintenance and called the emergency maintenance line to have it fixed. I received a call about ***** minutes later from one of the maintenance technicians and all he could offer me was a single space heater. I declined because that would not be good enough to keep myself warm and the whole apartment warm. I had my boyfriend check my place the next morning and he discovered that the pipes froze causing the dishwasher to break and leak water all over my kitchen floor. And still had not heard from maintenance or the leasing office about when someone would come to fix the heat. When I finally do hear from the leasing office, they tell me that I should've accepted the space heater and this wouldn't have happened; although one space heater cannot be in a bedroom and the kitchen at the same time. They implied I should've slept in the kitchen with the space heater to prevent the pipes from freezing. They also said that the condition of the apartment was still livable and they would not reduce my rent/reimburse for damages.

• Initial Complaint

  Date:09/10/2024

  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.

  I signed lease for parking space with this company in July. The lease began in August. I was not sure of my space number as I was not seeing it on the lease. On 8/13/24, I called and was told to text a number to verify my space (attached). The person stated that I was space #**. They then corrected that I was space #**. I then found the area on my lease that stated I was space #**. I texted back and included a photo of the lease - seeking clarity because the lease read park #** (space #**). The office texted back on 8/14/24 - "I apologize, you are correct! I will cancel and resend with correct parking spot number" (attached). On 8/14/24, I recieved and adendum to sign. I signed the adendum. I was still waiting for a "cancellation" as stated or for my actual lease to be changed/updated as they clearly stated they were going to cancel and resend. I parked my vehicle on 8/**/24. As I arrived at the lot, I pulled up my lease in account in the parking lot to be sure it had been updated, and the lease was still reading space #** (even right now, the lease still reads space #** in my account). I was confused and called the office #************ AND #************. Both went to voicemail box that is full so you can not leave message. Still today, the boxes are full! I parked in space #** because I did not see any "Cancellation" and they did not "resend" the lease. Morning of 8/19/24, I see my car has been towed. I called office- they said due to the confusion, I would be reimbursed if I sent the receipt. I sent the receipt for $250 on 8/22 and they now say they will only give me $75. I have reached out several times (8/23, 8/26, 8/29) and have been told a manager will call me back, they never have. If I had been given the proper space originally, or more clarity, this would have never happened. If I were there when tow truck was, I could have showed the lease for space #**. I would like the full $250 refunded and feel this is fair due to the confusion caused by company.

  Business Response

  Date: 09/13/2024

  Miss ******** originally signed a lease on June 7th, 2024 for Parking Space #** to begin on 8/15/2024 (attached). On 8/14, the day before her lease began, we sent Miss ******** an addendum to the original lease moving her to spot #** (attached). Miss ******** signed this change in lease terms on 8/14 at 3:15pm, one day before her lease starts.
  
  On 8/13, Mrs. ******** texted the office asking for clarify on which parking space she should park in as she could not find the space number that is written on the lease. Agent ******* immediately responded to her, saying she is parking spot #**, then immediately confirmed her parking spot is #** (Text thread attached).
  
  On 8/**, she parked in the original lease's spot #**, although she signed an addendum on 8/14 that clearly states her new parking spot number is #**, and was told via the office on 8/13 to park in #**.
  
  A lease addendum by definition adjusts the original terms of the lease, therefore all other conditions of the original lease are upheld apart from the modified spot number. Unfortunately when she parked in the incorrect spot, she failed to refer to the addendum, which is accessible on her portal under "Current lease - View all leases." Additionally her online tenant portal clearly states PARK 0** on the home page and under property details.
  
  Because we understand this was a misunderstanding, as a courtesy to Miss ********, we credited one month of free parking.

  Customer Answer

  Date: 09/14/2024

  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.

  I believe that we both provided the same information to you and the reason that I am asking for reconsideration from the company lies within the language and interpretation.  

  I am asking the business to put themselves in my shoes and reconsider providing a full refund of $250.00 for towing.

  I ask - how is this my fault? That I should be left with a $250 tow bill *** $175 if you give a $75 credit). I also ask in regards to the messages recieved from the business

  What did ******* cancel? Where is there a cancellation of anything?

  What did ******* resend (send again)?

  I would like to say that ******* was always very nice and helpful and i am not saying that anything she did was wrong. I do undrertsand your process/procedures better now having been through this. 

  However, as a brand new lesee - I was provided a lease. I very proactively contacted to ensure my space was correct on my lease. If I never contacted the business, I would have just parked in space #** because that is what me lease says and i would have been towed. However, I contacted to be absolutely sure. I knew that my parking space WAS going to change to space #** - but the confusion for me was when would that happen officially.   I did recieve and sign the adendum- which I even included in my complaint. However, it was the words from ******* that did not align with the actions of the company that caused my confusion. ******* clearly stated in the text messages included - in reference to the picture of the lease that I sent - that she would CANCEL and RESEND. So what did she cancel - how could I SEE a cancellation? She did not RERSEND (send again) my lease. She sent (for the first time) an adendum. I thought that the adendum was part of the process and that the process would further include some cancellation and resedning of my lease. I understand now that the adendum may serve as that. However, that was not clear from what ******* said she would do. Why didn't she just stated that she was going to send an adendum that effectively immediately would void the previous lease space? That would have been very clear to me. But that is not what she stated. She stated she would cancel and resend. I was obviously confused. It is not as though I blatently just parked in a spot that i was not paying for - I am a lesee.  I was not just parking anywhere - I parked in what i thought was still my space until the lease was cancelled and resent. Again, I just wasn't sure because of the language. Language that may be very clear to you because this is your day to day job - but language that a new lesee was taking literally. Again, I did try to call in because i was literally sitting in the parking lot - unsure of what to do. Since the original lease weas still in my account - no new lease had been sent and no cancellation - only this adendum - I just felt it right to park in space #**. 

  I do know that if i had been assigned the correct space from the start- my car would have never been towed.

  I also know that if the information coming from ******* had been clear and aligned with the corresponding actions - I would have surely know that the adendum finalized things and would have parked in #** and my car would not have been towed. 

  I know if someone would have answered the phone when i called and i could have saught clarity- my car would not have been towed. 

  I often choose companies that are BBB acredited because i think it means that they have intergity and will always do right by their customers/clients. I can understand the information and perspective of the Nexus Real Estate. Howver, i am asking them to understand mine. My car would have never been towed if it were not for the clear confusion they caused. Of course I would NEVER have parked in space #** and risked being towed unless I really thought that was what I should do given the fact that the lease had not been cancelled and sent again (resent) which is awhat ******* stated would happen. I am hoping that Nexus will do the right thing and not hold me. the new lesee, accountable for the confusion that they caused. I am asking that they reconsider reimbursing me the full $250 as throughout this entire ordeal, i was trying to do the right thing. I was proactively seeking clarity because of the confusion and wrong space assigning. Why should i be stuck with a $250 tow bill? 

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ********

  Business Response

  Date: 09/18/2024

  Our original response stands true. The fact of the matter is because Miss ******** failed to acknowledge the lease addendum signed for spot 28, the text message from ******* confirming to park in spot 28, and her tenant portal reflecting spot 28 as her designated address, her vehicle was towed. Nexus is not financially obligated to pay for the tow cost due to her failure to acknowledge these items. Because we understood Miss ********** confusion a $75 credit was issued as a courtesy.

  Customer Answer

  Date: 09/22/2024

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The business has stated that I failed to acknowledge the ademdum. This is not true. I signed the adendum. If I had been informed that the company would be sending an adendum and that would finalize the process of switching from space 18 to 28, things would have been very clear. Again, it is the fact that ******* clearly stated "I will cancel and resend" in response to my lease picture that made things confusing. ******* did state that I was to space 28. However she also stated that I was space 35 and that  "You are correct" when I included a picture of my lease stating I was space 18.  All of this evidence has been attached to previous communication. You also state that I failed to ackowledge my tenant portal  - However, the only lease still in my tenant portal STILL has space 18 on it. Again, I do clearly understand NOW that the adendum serves as the only and final step in the process of switching mt space. But all of the confusion that you stated you acknowledge made the me believe that there would be something further - something clearly "cancelled and resent". If you can put yourself in my shoes and i am truly hoping that you can and you can see that what might be very clear to everyone at Nexus who works in the office is not clear to the average new lesee. Again, if i had been assigned the correct speace from the start, if ******* had just chosen her words more specifically and provided more clarity on the process this would not have happened. I am very disheartened by this entire situation. I am a college student on a very limited budget. This situation is my very first encounter and experience with your company as a new lesee. I do not in any way think this was your intent to have this bad first impression and I have said that ******* was very nice in my dealings with her.  Once again, I am asking that you put yourselves in my shoes and understand that because I did not know that adendum was the only step and i was waiting on something to be cancelled and resent. Because the only lease still reads space 18 (An addendum to a lease is a separate legal agreement added by the landlord or tenant to the original lease agreement between the landlord and a tenant. Lease addenda are used to provide additional information that the original lease does not cover.- the adendum itself is not actually a lease). I was just confused and thought that there was more to the process. Erring on the side of caution and not being able to speak with someone or leave a message, I parked in space 18 because that is what the lease was still reading. If you can see my confusion - confusion that i did not cause to myself - how can you hold me accountable for $175 and you who caused the confusion only $75. I am kindly requesting reconsideration and asking for the full cost of towing $250.00.  I am hoping that a shift in paradigm from a reputable company might give some compassion and appreciate the reconsideration. 
  
  What did ******* cancel?
  What did ******* resend (send again)?
  Why didn't ******* simply state that she would send an adendum and share that process instead of saying she would cancel something and resend something?

   Where in my portal besides on the adendum does it say I am space 28?

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

• Initial Complaint

  Date:06/25/2024

  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.

  Chronology of Issues and Attempts to Resolve Leak and Mold Concerns: I initially reported a leak in my ceiling, which has led to the growth of potential mold. Despite my repeated maintenance requests, the issue remains unresolved. As someone with asthma, significantly affected my health, causing breathing difficulties and a rash after ceiling debris fell on me when your worker scraped it. I documented this in my maintenance request and was told I would receive results of the samples taken and have heard nothing back. Discriminatory Treatment and False CPS Report: One of your workers unjustly called CPS on me, alleging my nephew was left alone in a filthy apartment. This accusation was not only false but discriminatory: - The worker claimed to have seen my nephew alone, yet my sister (his mother) was present in the bathroom at the time. - This incident has caused immense stress and anxiety, as this CPS case could have jeopardized my job and reputation. - As I told you yesterday, I know it was this worker as no one else was in my apartment that day, CPS contacted me the night of the incident and also contacted my sister in regards to the case that was opened up. The person who filed the complaint said they had waited outside and came into my home so it was not possible that it was a neighbor that did this. Nexus has still not resolved the mold issues and there is mold all over my room on the 2nd floor and I notified them that I have asthma. As a result of this mold, I have had an asthma attack and been to the ER and have had rashes.

  Business Response

  Date: 06/26/2024

  Her Inquiry:

  I initially reported a leak in my ceiling, which has led to the growth of potential mold. Despite my repeated maintenance requests, the issue remains unresolved. As someone with asthma, significantly affected my health, causing breathing difficulties and a rash after ceiling debris fell on me when your worker scraped it. I documented this in my maintenance request and was

  Our Response:

  Maintenance was dispatched immediately for your concerns. At the time of the initial request, no mold was found. In a subsequent request, Bactronix was dispatched. The report is attached. There are a few elevated levels at baseboards and floorboards. We are pending a date for Bactronix to come and treat these areas. The exceptionally high area on the report is on a windowsill at the base of a window AC unit. We do not provide window AC units and are not responsible for remediation of a faulty/leaking unit or resulting conditions. We will, however treat this area, with the understanding that repairing this AC unit and preventing recurring conditions is the responsibility of the resident. 
  Nexus had mold remediation scheduled for today 6/26 at noon but tenant opted to delay the service even further out another 7 days to 7/3. We hope she keeps this appointment so we may put this matter behind us. 
  
  
  We have acted in an attempt to satisfy these mold complaints. The highest level of mold was found on the windowsill where the air conditioning unit had been leaking. We do not provide window AC units and are not responsible for remediation of a faulty/leaking unit or resulting conditions. 
  The CPS complaint was by a former employee maintenance technician who witnessed a small child in the apartment apparently alone after the tenant let them in, the tenant was apparently coming home when she let the tech inside. Management and employees have to use their best judgement regarding these delicate situations  and they felt this course of action was best. Furthermore we have a pending court case with this tenant for unpaid rent scheduled on 7/1/24. 

• Initial Complaint

  Date:03/10/2024

  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.

  I live in an apartment building with 9 units, managed by Nexus Real Estate. On Tuesday, March 5th, a letter from Duquesne Light was taped to our front doors stating that our power had been shut off due to nonpayment. While each individual apartment DOES still have electricity, the common areas of our building do not. These common areas include the hallways and the laundry room, as well as the heating system that heats the individual apartments. Without electricity in our common areas, we've been dealing with the following issues for five days now: -rapidly decreasing temperatures in apartment units -nonfunctioning smoke alarms in common areas -nonfunctioning laundry units -no light whatsoever throughout the entire hallway/staircases Because this letter was not addressed to a specific tenant, but to JLB Development Group, it is our understanding that JLB Development Group owns the property at **** ********** ****, and Nexus Real Estate manages it. Upon further investigation, it was revealed to us that Nexus is responsible for this outstanding electric bill. A work order was submitted to Nexus by another tenant on the day we received notice of nonpayment on the door (Tuesday, March 5). While Nexus confirmed they'd received our work order, they have not yet done anything to address it. In the meantime, the temperatures will drop below freezing tonight (Sunday, March 10) and each apartment will be directly impacted by the lack of heat. It is also our understanding that under the Utility Services Tenants Rights Act, it is required that we be notified 30 days in advance of said power shut-off. We were only first notified on the same day they shut the power off.

  Business Response

  Date: 03/13/2024

  We apologize that this inconvenience has occurred. Upon receipt of this complaint, we immediately contacted the utility provider and had the services restored. In doing so, we learned that after repeated request to the utility company, they were mistakingly sending the property's  bills and notices to the property address rather than our bill processing center. We are working internally on a resolution to prevent something similar from ever occurring again and will be monitoring this closely in the months to follow.  

• Initial Complaint

  Date:07/14/2023

  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.

  Every time it rains it comes in my apartment. I’ve been told it’s this that and the other and that this time it will be fixed. Every time they “fix it” water comes into my apartment when it rains. This has been an ongoing issue for a year. They just don’t care. There are water bubbles in my wall and mold. A new issue that just happened this week I found rat feces on my stove and bathroom and I told them this and they said it wasn’t there problem even though it’s a health hazard

  Business Response

  Date: 07/26/2023

  Nexus Real Estate was first made aware of the ceiling leak on 1.25.22 by work order #*****.
  Subsequently, a timely repair was made, and the work order was considered closed on 2.10.22. A
  new work order, #*****, was then placed on 8.29.22 for a similar issue which was corrected and
  closed in 9.7.22. Once a third work order was received on 7.5.23, it was determined that a more
  extensive investigation of the cause of the roof leak was necessary. A thorough inspection was
  conducted, and we are please to report that the issue has been resolved; the leak has been
  corrected. 
   
  We are in communication with the resident and will continue to work toward a satisfactory resolution.

  Customer Answer

  Date: 07/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20323883, and find that this resolution is satisfactory to me. 

   

  See attached document.

   

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

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising 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.

  FALSE ADVERTISING to get you to rent a different property in a bad area....says avail 9/1 but they claim was available now ...went past this AM -is not vacant...as soon as i got home they claimed it they just leased it (had an appointment for 5:30 today) then tried get me to go for a place in a bad area! CROOKS!!!! THEY NEED TO REMOVE ALL THE FALSE Advertisements THAT LURE PEOPLE IN! Unfortunately I forgot to look up the complaints on BBB before wasting my time!)

  Business Response

  Date: 05/22/2023

  This letter is in response to your notice dated 5/17/2023.  On May 17th, 2023, ****** ************ had scheduled and appointment to view *** ****** **** *********** ** ***** at 5:30PM, a 3-bedroom home located in the Westview area.  This home was advertised as available for move in on September 2nd.  Our third-party (AI) scheduling service assisted. Ms. ************ with scheduling a date and time for the tour.

  On the date of the tour, and well prior to the scheduled showing, our automated scheduling service sent notification to Ms. ************ that the home was no longer available as we had received an approved application and security deposit, removing the home from the the market.  As is standard for all scheduled tours where the property is leased prior to the showing, our automated system offered another one of our properties that the system believed would be of interest based on criteria submitted by Ms. ************.  We dispute the notion that by simply offering an alternative housing solution, once the property Ms. ************ was interested in had been leased, that we somehow advertised falsely.

  Though, if you find that we indeed should've acted differently in any way, we are welcome to any constructive criticism, and we are willing to adjust our processes accordingly.  We remain open to any further comments of questioning you may have, though should we receive nothing further, will consider this matter closed.

  Best Regards,

  Kara P****
  Property Manager
  ***** **** ******

  Business Response

  Date: 06/02/2023

  Dear *** ******:

  This letter is in response to your second notice dated 5/17/2023.  On May 17th, 2023, ****** ************ had scheduled an appointment to view *** ****** **** *********** ** ***** at 5:30 PM.

  As mentioned in our previous response, we utilize an Artificial Intelligence software texting system.  This system saves all conversations.  We have reviewed the correspondence and at no time did our AI system mention to Ms. ************ that the home was eligible to be moved in to immediately.  The AI simply stated:  "Please refer to the lisiting or confirm with us based on your anticipated move-in-date prior to your showing."  

  We understand the confusion having the listings still being up after being told the home was leased, however, our system is not automatic, it does take 24-48 hours before availability is populated through our system and the listing is removed from our market sources.  In the meantime, our AI system reached out to Ms. ************ to schedule an appointment at another property of ours.  We understand this alternative option was not the initial unit Ms. ************ was interested in but was provided as an alternative option which we believe was a proactive and attentive customer service approach to communicating with Ms. ************ given the previous option was no longer available.

  We remain open to any further comments or questions you may have, though should we receive nothing further, will consider this matter closed.

  Best Regards, Kara P****

  Property Manager

   

  Customer Answer

  Date: 06/04/2023

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  AGAIN...They should not be giving consumers false information then soliciting undesirable properties! doe not matter how they send it they need to fix the issue and i see they also advertise under a different business name! there is no misunderstanding in this message they sent-see  attatched. and it was still listed until i filed complaint .
  
  Regards,
  
  ****** ************

• Initial Complaint

  Date:08/08/2022

  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.

  This company is no good. Avoid at all costs. Nexus markets their buildings as "luxury" but the place that I was supposed to move into was everything but that. I collected the keys from their mailbox (yes, they put your keys in a mailbox that is accessible by anybody who knows the address of their office) and went to the place (this is The Square at Squirrel Hill). Upon walking into the unit, the place reeked of cigarerte smoke (which smoking is supposed to be prohibited and tobacco is an irritant to my eyes and skin), mold, and mildew (health hazard). The ceilings had water damage that was ongoing. The socket covers were pulled away from the wall and wires lay haphazardly along the baseboards (fire hazard). The fire escape, which is accessiblenfrom the street, led right into my bathroom, and the floors in the main area were bendy (safety hazard). To top it off, the blinds on every window was broken, the closet shelves were detached from the wall (broken), the ceiling tiles in the entrance to the apartment had gaps in it, the dishwasher was broken (won't close--can't use a dishwasher that doesn't close), and the refrigerator had a massive dent. I was sent a "video tour", but come to find out that the video was from December 2020 AND the tour doesn't show any of the issues, but just carelessly zooms around the living area, quickly. Had these things been shown in the video, I would have never signed a lease here and I would never deem it to be "luxury". But they call it "luxury". Anyway, I determined that this place is not livable for me and does not meet the expectations that this company had set up for me. My parents and I drove back to the leasing property and dropped the keys back. I sent an email with pictures and requested a vacate immediately after I left. I called Nexus and let them know that I cannot use that space, as it is nothing like the place they showed me and it is not a place that I feel safe or comfortable inhabiti

  Business Response

  Date: 08/15/2022

  To Whom It May Concern:
  
  We are in receipt of the complaint titled 'repair issues' by Ms. ******** ******* and can offer the following response:
  
  On 6.23.22 Ms. ******* paid an application fee via our website, and on the following day (6.24.22) requested a video tour of unit ** located at **** ***** ******.
  
  On 6.27.22 our Leasing Director, Kara P****, sent the video tour as requested and answered questions Ms. ******* had regarding the unit. Following the viewing of the video, Ms. ******* replied to Ms. P**** saying the unit "looked great". 
  
  On 6.28.22. Ms. ******* placed a holding fee of $150 to reserve the apartment and then prepaid move in charges totaling $621.53.
  
  On 7.01.22, Ms. ******* discussed with Ms. P**** that she may wish to not move forward with the lease agreement due to it being a prohibited to have firearms per the terms of the Lease Agreement. However, on 7.05.22 - Ms. ******* signed the lease agreement for a lease to begin on 8.06.22.
  
  On Move-In Day, 8.06.22 the keys were picked up by Ms. ******* and immediately returned- citing issues with cosmetic related concerns within the apartment. One non-cosmetic concern raised was regarding the fire escape stairs leading to the street (which is required as constructed per code).
  
  Upon learning of Ms. ******* dissatisfaction, Management attempted to correct the minor cosmetic issues that Ms. ******* was displeased with. However, Ms. ******* refused to move forward with the apartment and demanded a refund. Ms. P**** and the Property Administrator, Kori Kendall, discussed with Ms. Dawkin's additional options that we were willing to offer.
  
  Per the executed lease agreement, Ms. ******* is held to the early termination clause of a 60 day notice, one month termination fee, and forfeiture of deposit.
  
  As none of the issues raised by Ms. Dawkin's relates to habitability and we consider her concerns minor and addressable, we remain firm in upholding the lease terms and policies.
  
  We are happy to provide further documentation upon the BBB's request.
  
  Warm Regards,
  
  Kori K******
  Property Administrator
  Nexus Real Estate

  Customer Answer

  Date: 08/15/2022

  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, details of the offer I reviewed appear below.
  
  

  I find it very dishonest that Kori would imply that my refusal to move-in has to do with the firearms clause. I already reconciled and would not have signed the lease had I so vehemently disagreed. On that note, had accurate photos and videos and evidence been provided to me, I would have never signed the lease in the first place.

  The keys were returned upon inspection of the property, not immediately. Please note that my full intention was to move in, as I had packed all of my belongings in a U-Haul and drove with my parents 4.5 hours to Pittsburgh. 

  The state of the property was in egregious disrepair. Additionally, pictures and videos sent to me by Nexus do not match the state of the apartment on move-in day. To site the smell of mold, water damage, and broken appliances as “cosmetic” is incredibly dishonest on the part of the property management company. I am happy to provide additional photo evidence of the above claims along with their advertisement verbiage, video, and pictures. Upon inspection of this evidence, the list of repairs and the time to make the repairs (and the track record that Nexus has with filling maintenance requests) would have taken time that I do not have.

  Additionally, Nexus let me know that they were aware of these issues upon walkthrough before the start date of my lease. My question is: why, then, we’re these problems not addressed until 32 days later? I reckon it is because Nexus expected that I would move-in despite their lack of upholding their end of the document.

  The lease is invalid because of Nexus’ inability to provide the property that they advertised. Instead of a “newly-renovated” and “luxury” apartment, I received a disrepaired and broken apartment with 2/3 of the appliances promised, a chance of sickness from mold inhalation. Regardless of the notion of “cosmetic repairs” which what I stated are not cosmetic, luxury apartments (no apartment) should ever be given in disrepair.

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

• Initial Complaint

  Date:07/08/2022

  Type:Sales and Advertising 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.

  THIS COMPANY IS A BUNCH OF THIEVES. THEY ARE NOT HONEST THEY ARE SLUMLORDS. THEY STOLE MY SECURITY DEPOSIT. DO NOT rent from this company. We signed a lease after our rental agent Jade C******* told us verbally twice our apartment had central air conditioning. Jade even went as far as to physically show us how to turn the central AC on. Upon arrival to the unit we found out we did NOT have central air conditioning. She apologized and admitted fault and we demanded our $ back. The company REFUSED to give us our security deposit back. Why? For an error that YOUR "knowledgeable" agent made? and you kept our $1200 security deposit for this? We vacated the apartment on the 1st day. We didn't even sleep there and they STOLE our security deposit. DO NOT RENT WITH THIS COMPANY. They are criminals. SHAME ON THEM. They gave us $934 back but KEPT OUR $1200. THEY ARE SLUMLORDS.

  Business Response

  Date: 07/13/2022

  To Whom It May Concern:
  
  First and foremost, we apologize for any distress we inadvertently caused **. **** during her apartment search. Unfortunately, we had a new agent, **. C******** tour **. ****. During the tour, **. C********  was under the impression that the thermostat on the wall would function as a Central AC unit. As discovered by **. **** this was not the case and we understand her position in deciding to end the lease. Upon immediately discovering the miscommunication, management immediately stepped in to switch units and or be provided with window units. **. **** declined the offers and decided to not move forward. Due to the miscommunication and the distress that this issue has caused the tenant, we are willing to return the Security Deposit in full. Upon receipt of the Security Deposit, we request that **. **** delete any and all negative reviews that have been posted on numerous sites by **. **** since the parting of ways.
  If there is any additional information that the Bureau needs- we would be happy to provide up on request.
  
  Best Regards,
  
  Kori S******