Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Improper pest control: I have seen many bugs, cockroaches, and spiders both inside and outside my unit. When reporting these issues, the staff showed a poor attitude towards the residents.2. They enrolled residents in a third party service called "RentPlus" without notifying them or obtaining their consent, which charges residents $8.95 per month. Although it is optional, residents should have the right to decide whether they want to enroll, instead of being automatically enrolled without consent. The company suffered a severe information leak when confidential client details were exposed online.3. During the in-person tour, we were only shown the premium unit and were told that the only difference between the standard and premium units was that one had carpet and the other had flooring. This turned out to be untrue after I signed my lease. The furniture was unfinished and broken. A maintenance request submitted in August still has not received a response as of October. When I expressed my concerns, I was again treated with an unappreciative attitude and was told on October 1, 2024, that my request had not been submitted. However, I had already reported this issue during a phone survey conducted on 9/14/2024. Their staff clearly has a record of maintenance requests. If my request had not been successfully submitted, I should have been notified so I could resubmit it. This shows that they are not prioritizing residents' concerns and safety, nor are they addressing problems promptly.4. Due to the ongoing frustration since August, I posted a ****** review in the hope that they would address the problems. However, their managers began shifting the blame to the residents instead of apologizing for their unprofessional behavior.

  Business response

  11/13/2024

  Hello,
  
  Thank you for taking the time to share your feedback and concerns. We value input from our residents, as it helps us improve the quality of our services and ensure that everyone feels comfortable and well-supported in our community. Id like to address each of the issues you raised in more detail.
  
  1. Pest Control: We are committed to maintaining a clean and comfortable environment for all residents. Our pest control services are available on a per-request basis, and we respond promptly to any maintenance requests related to indoor pests. While outdoor pests can be more challenging to control as they are influenced by the surrounding environment, our team is always available to discuss any issues and provide assistance within the scope of our services. If you have any ongoing pest concerns, we encourage you to submit a maintenance request so that we can arrange a pest control treatment for your unit as soon as possible. 
  
  2. RentPlus Enrollment: RentPlus is an optional service offered to residents to help build credit through on-time rent payments, and it is outlined in the lease addendum. Residents are automatically enrolled in the first month but have the option to cancel the service at any time directly with RentPlus, at no cost. Additionally, the process to unenroll is outlined in the RentPlus addendum to make it as straightforward as possible. We apologize if this was not communicated clearly.
  
  3. Tour and Maintenance: During our in-person tours, we strive to present the layout and features that are typical of our units, and we always aim for clarity regarding the differences between unit types. I apologize if there was any misunderstanding regarding the unit comparison. Regarding maintenance, Id like to clarify the record of work orders submitted to date. We only have two work orders on file for your unit: one for a clogged kitchen sink, which was resolved the same day it was submitted, and another based on your suspicion of roaches in the unit. Our pest control company inspected the unit thoroughly and found no evidence of roaches at that time. If there are any additional maintenance issues, we encourage you to submit a new request so we can address them promptly.
  
  4. ****** Review and Follow-Up: We appreciate and encourage feedback, whether through reviews or directly with our team. We did address your concerns under your ****** review, and we apologize if our responses there did not fully meet your expectations. Our intention is always to address issues constructively and ensure that residents feel heard and supported.
  
  Thank you again for providing this information, and please know that we are here to assist with any further questions or concerns. If youd like to discuss this further, feel free to reach out directly, and we would be happy to work with you to ensure a positive experience going forward.
  
  Sincerely,  
  Mikayla ************************************* Manager

*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. ↩