ComplaintsforWoodward Properties

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Buzzer system on the front door, which rings a resident's apartment so that they may let a visitor in to the building, has not been working for over a month, again!!! I have constantly reported this to Woodward properties, their head office, theirClifton Heights office, their maintenance department, and it still is not fixed. I am power of attorney to my special needs cousin who lives there. Daily, she has nurses, aids, therapists, and other professionals coming to take care of her, and they cannot get in the building. It is a huge hazard, and she has sufferred tremendously as a result of Woodward Properties neglect. I have talked to a lady named ****, who supposedly runs the office for that property. She has told me the buzzer system is vey old, needs constant repair, but refuses to replace it. Consequently, whenever they eventually do repair it, it stops working within a day or two and we are back to square one.

  Business response

  04/10/2023

  To whom it may concern,

   Please accept this letter in response to BBB Complaint ***********. We understand that this complaint was filed as a result of the intercom system at the property not functioning properly. We appreciate you bringing this issue to our attention and we want to take this time to confirm that the issue has been resolved and that the intercom is now functioning as it should. Please also be aware that the issue was not with the intercom itself but with the telephone service provider. At Woodward Properties it is our team's mission to exercise the highest levels of pride, integrity, and passion while providing quality apartment homes in well maintained properties at an affordable price and we appreciate your continued tenancy at the ********* ***** Apartments. 

  Thank you.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived in my current apartment since October of 2021. On 9/13/2022, shortly after renewing my lease, I saw a bedbug on my bed, despite having no history of bedbugs and having purchased a brand new mattress and bedframe upon moving into my apartment. I immediately notified the management, and their in-house exterminator came to do a chemical treatment, after which there was no follow-up. On 10/3/2022, I woke up to bed bug bites on my arms and back, and notified the management. Their in-house exterminator came again and did the same treatment. There has been one more treatment since (on 10/18/2022), but as recently as Friday (10/21/2022) night I have continued to be bitten by bedbugs, and am currently witnessing greater bedbug activity than I have at any point previously. I have spent over $100 and countless hours laundering all of my clothes, linens, and fabric belongings and purchasing airtight storage containers, bed bug interceptors and traps. This infestation is taking a serious toll on my health, psychological wellbeing, and quality of life.Despite their legal obligation to resolve this infestation in a timely manner, Woodward Properties is failing to maintain a habitable living situation for me as a resident by continuing to use treatments which are clearly ineffective. I have also learned that my building has a history of bed-bug complaints from as recently as one year ago, which suggests that the current infestation in my apartment is the product of building-wide mismanagement.As resolution, I am requesting that (1) Woodward Properties hire an outside, accredited exterminator to address this infestation in my apartment using heat and chemical treatment; and (2) I be reimbursed for my rent for the period in which my apartment has been infested (and for however long this infestation continues). If this infestation is not resolved, I may be forced to vacate my lease under the clause of habitability.

  Business response

  11/16/2022

  11/16/22 
  

  To Whom It May Concern: 
  Please accept this letter as our response to a complaint filed with the BBB by ******* ******. (ID: ********). Our team's mission is to exercise the highest levels of pride, integrity, and passion while providing quality apartment homes in well maintained properties at an affordable price. When we learned of *** ******'s issue on September 13th, 2022, we responded as quickly as possible. Our licensed exterminator treated *** ******'s apartment that same day (9/13/22). When we received *** ******'s second request for service on 10/3/22, our licensed exterminator treated her apartment the very next day (10/4/22). Our team is in regular contact with *** ****** and committed to ensuring that any issues with her apartment are resolved as quickly as possible. 
  

  Connor W******* President and CEO 
  Woodward Properties 
  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is to inform you of the repeated maintenance issues that have been recurring for over a month. As a tenant who has NEVER been late on rent, these recurring maintenance issues are UNEXCEPTABLE. The first issue has been the constant outage of the AC. I have children that have been sweating inside of the house and at night due to the multiple times the AC unit has gone out. When the maintenance workers do come out, they are incompetent in fixing the issue completely. This causes stress and frustration for myself and my children who should not have to keep dealing with being in 80 degree heat inside of their home! As an organization who has participated in increasing the rent for people who work hard to ensure the rent is paid on time and in full, you should feel outage as well. The other issue that has been ongoing for a month is the microwave not working. I placed a trouble ticket on June 18th and now it is July 21st and the issue still has not been fixed. I received no updates from anyone on the status unless I repeatedly called and begged to be given some information as to when the microwave would be fixed. Again, as an organization you should feel outraged that this is the customer service YOUR company is providing to tenants who not only pay their rent in full but ON TIME every month. Overall my level of satisfaction with your company's property management is at an all time low. If these issues continue to persist I will have no choice but to seek legal action against your company for monetary compensation due to the overall lackluster treatment you all are providing. As an employee who works for the **** ** **** **** *****, I am held to a high standard to ensure customer service provided is of high quality, you all should do the same.

  Business response

  08/01/2022

  Tell us why here..8/1/22
  
  To Whom It May Concern:
  
              Please accept this letter as our response to a complaint filed with the BBB by ***** ********. (ID: ********). Our team at Woodward Properties is saddened to learn that *** ******** is unhappy with her experience living at a Woodward Property. We hoped that when *** ******** chose to renew her lease and stay for an additional year in July of 2022 that she chose to do so because she enjoyed living at the property. After reviewing the complaint, we understand that *** ********’s main concern was the air conditioning system in her apartment. According to our records the first time *** ******** reached out to us concerning her AC was on 6/19/22 to report that the AC unit was leaking, in response, the condensation line was cleaned, and the problem was resolved. On 7/18/22 we received a work order from *** ******** stating that the AC was not working. In response, an outside vendor was called, and the AC unit was recharged on the same day the service request was entered. On 7/21/22 we received an additional service request stating that the AC was still not working and on 7/22/22, one day after we received the service request stating that the recharging of the unit was ineffective, we replaced *** ********’s Air Conditioning unit. While we understand *** ********’s frustration surrounding the AC issues she experienced, we also feel that we responded expeditiously to address her issues and I could not be prouder of our on-site team and outside vendors for making sure that *** ********’s issues were resolved quickly and completely. We regret that *** ******** had a negative experience with Woodward Properties, and we remain committed to our team's mission of exercising the highest levels of Pride, Integrity, and Passion while providing quality apartment homes in well maintained properties at an affordable price.

  Customer response

  08/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Although the AC was fixed, it was clear that a new system needed to be installed. The "expert" you sent out stated that the unit was 20 years old and most units should be replaced at that time. But instead of replacing the unit that day, you decide to try to take a cheaper route and recharge the unit knowing that it would not fix the issue. So though the response was "expedited quickly" the tactics to resolve the issue were sub par. Ending with myself and my 3 year old toddler having to be hot all night until window AC's were installed the next day before the AC unit was replaced. Also, you did not mention it taking a MONTH to replace the microwave in my unit and the many attempts to find out any information on the status as I was never updated by your "outstanding" team. Good customer service would be that the tenant is contacted and told what is going on with the maintenance request. Not the tenant continuously reaching out for information and being told multiple times someone would call and no one ever calls. I renewed my lease because I had no other option, but that does not negate the lack of customer service I received nor does it dismiss my concerns. I make sure to keep your property nice and clean. I follow the rules and guidelines of the complex, I pay my rent IN FULL and ON TIME. I am being a responsible tenant, your customer service needs to reflect the same effort. In closing, the issues I had have been resolved, but I hope you will take better action in the future on how long things take to be resolved and the manner in which you choose to resolve them.
  

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

  Business response

  10/21/2022

  10/21/22 
  

  To Whom It May Concern: 

  Please accept this letter as our response to a complaint filed with the BBB by ***** ********. (ID: ********). After reviewing *** ********'s rejection of our response, we understand that she feels that the situation was not handled to her liking. It is always our goal to fix issues efficiently and expeditiously, so we too wish that the issue was resolved faster. However, while hindsight is 20/20; maintenance issues often require a trouble shooting process. Once that process was completed, the equipment in question was replaced. We regret that *** ******** had a negative experience with Woodward Properties, and we remain committed to our team's mission of exercising the highest levels of Pride, Integrity, and Passion while providing quality apartment homes in well maintained properties at an affordable price. 

  Connor W******* 
  President and CEO Woodward Properties 
  

*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. ↩