Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter asked to apply for an apartment that this company owns/operates. She called and without them knowing who she was or having my permission they spoke to her about my private information. They did not communicate directly with me. ******** was extremely rude and **** only responded by email once I left a message for the complaint **** at their company.

  Business response

  12/30/2024

  The application was denied and the $50 application fees were credited back to the credit card paid on 12/19/2024.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past six months, I, as well as residents living on the same side of the building, have been disturbed by the trash collection trucks making loud noise as early as 5:30 AM, which has significantly impacted my quality of life.This noise disturbance has occurred at least six times over the past half-year. However, in the past month, it has been happening every week without fail. Each time, I have communicated my concerns with the apartment management, who have acknowledged the issue but have not resolved the problem.This ongoing disruption is unacceptable and poses a serious disturbance to my living conditions. Despite repeated attempts to resolve the issue, the apartment management has failed to take any effective action to stop these early morning disturbances.

  Customer response

  09/24/2024

  I have updated the From field to be my legal full name.

  Business response

  09/24/2024

  We have requested waste management come at a later time but unfortunately they schedule the trash pick *** based on their timeframe. We unfortunately do not get to pick the time and if there is ever any residents that let us know we will reach out but again we can't control when they come. 

  In **********, you can file a noise complaint about trash pickup by calling 311 or visiting the 311 *************** online: 
  
  Phone: Call 311 within the city limits or ************ outside of *********** 
  
  Online: Visit the 311 *************** to file a complaint electronically. 
  
  Follow up: Visit the BuildingEye Page to follow up on your complaint. 

  Customer response

  09/26/2024

  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.
  

   

  1. The business owns and runs the property. It is their responsibility to maintain its livability. I dont need to be aware of this waste management or whoever is waste management, if its their commercial partner or public service or other type of entity. The business should work it out between themselves. 
  2. The business needs to provide details about their actions and more importantly, the results, and set correct expectations for everyone. It appears the business states they dont have control over the third partys schedule, which is understandable, however 1) this was never communicated to me so that I can set my expectations right. Even though I have specifically mentioned in earlier communication with them that its okay if they just tell me they dont have control, live with it. 2) the business has not conveyed the waste managements stance. Its true that  the waste management schedule the trash pick **** but have they clearly denied the request, have they shared more details that can be followed up upon? 
  3. Thanks for sharing the 311 contact. Sounds like they know a relevant party to work with waste management.
  4. Regarding the comment if theres ever any residents that let us know, it seems they are indicating this is an isolated issue with just me, I advise them to consult their residents. Im not obligated to collect feedback from their customers, but if they think its better for me to do it and it helps them addressing the issue, I dont hate doing it when I get a chance. 
  
  
  To summarize things above: the business needs to work with their partners to address the issue, and convey their partners stance should it become necessary for addressing the issue. 

   

  Regards,
  Chukun Xia

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  on May 7th, I saw an apartment available on Bakery Living apartment official website (they are 
  under the management of Walnut Capital). It is shown on there as $1765 for a 11 month lease, so 
  I applied and paid $200 application fee.  
  
  On their newsletter sent out regularly throughout April, there are units available around the price 
  of $1700, so it is within expectations for that unit I applied to be quoted in the price range.
  
  On the next day, they emailed me and claimed that price is a systematic glitch and the price now 
  for that unit is around $2400. 
  
  If every apartment can just change up their shown rent price on their website & claim it as a 
  systematic glitch, there would be no consumer protection whatsoever, letting alone the price 
  change exceeds $500 a month. It is the management's responsibility to display accurate price on 
  their website and especially when they advertise. I was misled into applying and paying for that 
  unit and rightfully demanded a refund.
  
  
  At first they had a bad attitude but at least agreed to refund me. The property manager claimed 
  she might be able to refund directly back to my bank account (as that is the way I paid) and she 
  never got back to me until I reached out again to follow up on email.
  
  A couple days later, they told me they won't be able to refund my money electronically it will 
  have to be mailed as a check. I sent over the address and never heard back. I did not receive any 
  check so far, either. God knows if they ever even mailed it out. It is already inconvenient enough 
  that they cannot refund my money back directly to my bank account, now I have to be literally 
  chasing them to get the check. I haven’t received a response for a whole week now. 
  
  I, as the customer in this case, did everything by the book but was basically scammed $200. I 
  wish this complaint can help me get my money back.

  Business response

  05/22/2024

  The application free and administration fees were refunded and a check was sent to the Nashville address. 

  Customer response

  05/23/2024

  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.
  

  As you can see my communications sent by email to this business 9 days ago and 8 days ago, specifying the address to send the check to (after they ask which address as well, so I don't know how this mistake is even made on their part). I am out of the country, which I told the property manager on the phone, so I NEVER directed them to send the check to a Nashville address and they should be responsible for sending it to the wrong address.

  They need to send a new check to the right address. 

  Regards,
  
  ***** ****

  Business response

  05/29/2024

  My apologies the check was mailed to the Chicago I was looking at your address on file but it was sent to the address provide in the email. 

  Customer response

  06/03/2024

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used to live in Walnut on ******** under walnut capital in Pittsburgh, PA ***** for two years. After they changed the manager, the staff team is so unfriendly and I do feel sometimes they are a little bit racist. I ended my lease this month, they never gave me back the deposit in 30 days and not to mention about the put that into another account which is according to State regulation is the right thing to do . They also charged me more for damaged their elevator during our move out which is nonsense based on the footage. I tried to email them but I never got any reply.

  Business response

  04/16/2024

  ******* ***, a resident, moved out without prior arrangement during off-hours, failing to reserve the elevator or loading dock. As a result, the movers inadvertently damaged the elevator door, causing a malfunction. Additionally, they monopolized the second elevator, leaving the building without elevator service. I've included a highlighted section of the resident's lease and a screenshot detailing the move-out reservation process for reference.
  
  The move-out occurred late at night, causing significant disruption to the building's operations. Although there is a video recording of the incident, I couldn't upload it, but I've attached a screenshot showing the dislodged door.
  
  During move-outs, we typically have the capability to restrict elevator usage to prevent such mishaps, but due to the sudden and unscheduled nature of this move-out, these precautions were not taken. It's worth noting that the current manager has been overseeing operations since July 2022.

  Customer response

  04/17/2024

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  Circumstances of the Move: It is crucial to clarify that the moving process was scheduled to begin at 2 PM, I did reserve the elevator but due to the late arrival of the moving company, it did not commence until 4 PM. This delay resulted in the moving process extending beyond normal business hours. Importantly, there is a significant distinction to be made here: the start of the move at 4 PM does not constitute an "after-hours" operation. Rather, it was an unintended extension into after-hours caused solely by the service provider's delay. This is a crucial difference, as moving-out after hours implies a planned late start, whereas our situation was a move-out unexpectedly extended due to circumstances beyond my control. Currently, ******* Moving Services is dealing with it.
  
  Regards,
  
  ****** ***

  Business response

  04/19/2024

  The dock and elevator reservation is scheduled from 2 to 5. Please be advised that any alterations after 5 cannot be accommodated due to potential complications. We empathize with the possibility of delays with movers and will make every effort to adjust, but it's crucial to adhere to the schedule to honor other bookings and ensure the safety of our facilities. Additionally, after-hours changes pose a challenge as there isn't onsite supervision to monitor the elevators, which had led to damage.

  Customer response

  04/19/2024

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  I received the documentation concerning charges and the security deposit on April 17. The postmark on the envelope indicates it was sent on April 16, clearly beyond the 30-day limit prescribed by PA Law 68 P.S. § 250.512(b). This statute mandates that landlords provide a written list of any damages and corresponding charges within thirty days of lease termination. Failure to meet this deadline forfeits the right to withhold any portion of my deposit. Given this violation, I am entitled under subsection (c) of the same statute to seek recovery of double the deposit amount due to this delay.

  Your delay in notifying me of these supposed charges has obstructed any opportunity for me to resolve this with ******* Moving Services in a timely manner, a situation exacerbated by the information only being relayed over a month later. Why was there such a significant delay in communication? This is unacceptable and suggests a lack of due diligence on your part.
  
  
  
  Regards,
  
  ****** ***

  Business response

  04/19/2024

  We have emails with the resident on April 12th regarding the elevator charges. This is within the 30 days required. The deposit went to the elevator charges. 

  Customer response

  04/19/2024

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

  The regulation requires that landlord to provide the receipt within 30 days which you are not.

  
  Regards,
  
  ****** ***

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are SENIOR CITIZEN residents of Hot Metal Flats apartments and have been issued a non-renewal “agreement” which we feel is in retaliation to be reminded by picture that dog feces in the common/ welcome area isn’t what we signed up for. This area is basically the coffee area in the entrance. Also in questioning a security breach and attack in the electronically secured garage area ruffled their feathers. On- going complaints from early in our move -in until now include a water leak down onto our deck that makes it unusable during and days after a rain. Until the roof thoroughly dries off the water blows over the edge splashing the deck, glass doors and into the apartment if we open the door for ventilation. The garage door was broken last year for weeks…open 24/7 until finally fixed. Now again the door is open 24/7, we are going on week 3 so far. This is the main door to the area where the incident happened. We were told by the leasing representative the outside of our windows (5th floor) would be cleaned before we moved in and 3 times a year. Neither ever happened. Another Walnut employee with knowledge of the situation said they don’t clean them before move-in and they would be done 4 times a year. We have tried to do them ourselves unsuccessfully. But in the end being reminded of the dog feces and questioning security issues is basically getting us told to leave.

  Business response

  06/14/2023

  Walnut strongly disagrees with the allegation of retaliation contained in the Complaint filed by Mr. and Mrs. ***** *********. At all times, Walnut has treated the ********** * in a professional manner and taken their concerns seriously. Safety and security issues are always a concern to Walnut's management and are addressed promptly. Additionally, the dog feces referenced in the Complaint was removed as soon as management was made aware of the situation. Walnut has made every attempt to address any issue or complaint the *********** have brought to their attention. 
  

  Walnut did give the *********** a non-renewal notice on March 31, 2023. This, however, was in no way related to the ********** * complaints about dog feces and the safety and security of the property. These issues would have been addressed regardless of whether or not the ********** * comment??d on them. 

  For a number of months, the *********** have been rude and verbally aggressive toward the current Hot Metal Flats Apartments site manager. They have been very unprofessional and their conduct has risen to the level of harassment. Walnut has tried to address the situation with the ***********, but they have continued to engage in an unprofessional and rude manner. This type of conduct is not acceptable and will not be tolerated. Therefore, the ********** * were given a non-renewal notice with as much advance notice as possible to enable them to search for a new apartment. 

  Customer response

  06/16/2023

  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.
  
  From Walnut Capital response to you: "Safety and security issues are always a concern of Walnuts management and addressed promptly" our electronically controlled secure garage door has not operated in since April 17th, this after a reported attack in said garage in December. That garage is open to anyone now 24/7.  They also claim they have "made every attempt to address any issue or complaint the *********** have brought to our attention" Water still pours off the roof onto our deck during and several days after any rain until the roof dries up in the area of our apartment.  Cleaning of the outside of our (many)windows....they now claim what we were told when me leased that they would clean them multiple times a year is just "hearsay" this quote is from the building manager in training's supervisor/mentor, the person who originally told us of the cleaning program is the very person that is being groomed to be building manager!

  And last, but certainly not least, this from Capitals response to BBB, "For a number of months the *********** have been rude and verbally aggressive to the current Hot Metal Flats apartments site manager". Neither one of us has been in the same room as that person for at least 4 to months and have had no direct communication with her at all. So this is total BS. We have asked for proof of these "threatening"  "harassing" , exchanges....which no-one in the building has every witnessed because they don't exist.

  So the Walnut Capital Principals, the States Attorney General Office and the BBB have gotten false information. Upper management has been 'spoon fed' false information to justify the action/reaction of the current "site manager". It is they who continue to harass us with these false allegations of our continued rude and aggressive behavior. Bottom line: we complained about the dog feces 3/27. Several days later 3/31 we get a home-made "agreement" to not renewing our lease...that reeks of retaliation folks..."if it walks like a duck...." It was a knee-jerk over-reaction, to something they did not want to hear, by someone who can't take pressure/responsibility or criticism.

  They got what they ultimately wanted. We are leaving at the end of our lease, at great expense to us.  We want this complaint on-line to let others know, beware, get EVERYTHING in writing, read the entire lease before you sign and be careful of doing business at this location

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

  Business response

  06/20/2023

  We are sorry that this cannot be resolved to their satisfaction. The requested settlement is to allow them to leave without a penalty when they find suitable housing.  No penalty has been assessed against the tenants and we have followed the terms of the lease agreement regarding proper, timely notice, giving them 5 months notice prior to the end of their lease term.  Unfortunately, the nature of the complaint and requested settlement make this a situation where a resolution is unlikely to be reached.  
  
  

  Customer response

  06/21/2023

  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.
  
  As to Walnut Capitals last notification...they still have not addressed the evidence for the non-renewal of the lease with proof or our "continued rude and aggressive behavior toward the current building management" because there isn't any. They say there is no penalty assessed to us...we asked to leave without penalty as soon as we found suitable accommodations....there is a built in penalty in the lease in the "Special Provisions and "what if" clauses" section , Item 12 states" You'll be liable to us for a re-renting charge of (a full months rent)...if (2) move out without paying rent in full for the ENTIRE lease Contract term..." and stated below this item it states "The re-renting charge is not a cancellation fee and does not release you from your obligations under the Lease Contract" 
  
  Regards,
  
  ***** *** ******** *********

*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. ↩