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:08/05/2024

  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’ve paid rent every month, on time since I moved in, which is holding up my end of the contract. Roper Mountain Woods advertises pool and dishwasher as amenities. I’ve submitted 3 maintenance requests online since March and called 7x just in the last 2 months trying to get my dishwasher fixed and asking for a resolution to the pools not being in service. My dishwasher is unusable because it’s unsafe to use, and neither pool has been functional the entirety of my lease. I’ve asked repeatedly for a credit or to be provided another pool to use, both of which were denied. I’ve already given notice to move out in October.

  Business Response

  Date: 08/05/2024

  I do apologize but there will be no compensation due to the complainant for not having our pools working. We have pool contractors that have been working on our pool all summer. Also,  ee do have her unit scheduled for service this week to look at her dishwasher.

  Customer Answer

  Date: 08/05/2024

  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 spoke to the office today and was told the contractors stopped coming and they don’t know when they’ll be back. The website offers pool and dishwasher as amenities, and going half the length of my lease without a working dishwasher is completely unacceptable. They have no idea when the pools will be fixed and are lying to one of us when they say they’ve had contractors working all summer. I can see the pool from my apartment and it’s simply not true. 
  
  Regards,
  
  **** *******

  Business Response

  Date: 08/05/2024

  This is the only solution. We have had contractors working on our pools. There is no compensation due to the resident. The maintenance supervisor is coming by to look at her dishwasher. Her dishwasher will be fixed. The pools will be working once the contractor gets them up able to pass inspection.

• Initial Complaint

  Date:05/23/2024

  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 have been a Tenant at Roper mountain woods apartments since April 2023. On May 2nd my AC unit stopped working, I did not notice until late that day therefore, I called the office to report it on May 3rd. I was told many units were out and that they would add me to the list, and if I would like a portable AC while I waited (which I never received), and to make a request on the portal. On May 4th, I made the maintenance request. I called on May 6th to receive an update as my AC was still not working. I was told that they had 15 other units out and they were working on them in the order that they received requests. May 10th, I called again, same answer. May 18th, I called again, and I was told the same information but this time was told that the only maintenance guy that worked on ACs was on vacation. May 19th, I called that emergency line because I had yet to receive a portable AC and my apartment was reaching over 80 degrees. He told me that he would check if there was an extra because they already had about 20 out. Every time I called the office I would ask to speak to a manager and was always told that no manager was in office (no matter what time of day I called). May 20th, I called again and asked for an updated on where in the list I was, Mirian, the receptionist stated "Im not sure call back tomorrow and I will have an update. I called back the following day and she told me the samething, "Call back tomorrow, They have been working on them all day but im not sure where you fall on the list". Therefore, I responded, "you told me the samething yesterday, I need something done, the heat is unbearable". She then stated "I have not seen anyone today to ask them, there is no one working on them today" after telling me they had been working on the all day. May 22nd, I was able to finally speak to an Assistant manager, who told me that they are working on ACs that have been out since September of LAST year. therefore, she told me to either wait or to break my lease.

  Business Response

  Date: 05/23/2024

  Our AC guy was out last week for vacation and his **** *** ****** ** * ****** ********, so he is not here this week. My maintenance techs have to be certified to work on AC units. We do not have any portables available. I advised *** ****** once we got one free, I would make sure it is placed in her unit. We work the orders in the order they are placed from earliest to latest due to fair housing laws. *** ****** stated her lease says we have 14 days to repair their issue, or she can break the lease. She was advised that is an option of hers if she chooses. This call was made to the office on 5/22/2024 around 3:00 PM.

• Initial Complaint

  Date:04/03/2024

  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.

  On December 3rd of 2023 I submitted a work order to have the AC unit repaired due to lack of heat and air. After not getting a response nor a technician to come to my unit to review the unit, I submitted a follow up request on January the 27th of 2024. A few months went by without a technician coming by to review the unit, so I decided to drop by the front office and speak with the property manager. The manager informed me that they have no record of a repair ticket in the system and that someone will get to my unit as soon as possible. From the screenshots I see that the second repair ticket has also been cancelled out. We are moving into the summer months and the temperature in the unit have reached unbearable levels above 80 degrees. The property has yet to address the issues and at this point it is becoming inhospitable. I am seeking an immediate resolution concerning the issue at hand.

  Business Response

  Date: 04/03/2024

  We are working our work orders in the order they have been submitted. His unit is scheduled to be fixed when his work order is in turn. We have explained this to the resident several times. We did close duplicate work orders out of the system. 

• Initial Complaint

  Date:11/28/2023

  Type:Billing 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.

  For the past 2-3 years, but especially over this past year the office has been adding on charges that dont make sense. I have been on the verge of eviction twice over the past 3 years because of these crazy misc charges and no real explanation to explain them. Then when I go up to the office to address the issues they treat me as if I dont know what im talking about and I wont catch on to what is happening just because of my age. They rack on charges until I have to seek financial assistance just so the extreme balances will be paid in full.

  Business Response

  Date: 11/28/2023

  All charges are valid for this resident. We have not overcharged her for anything. We send out ledgers every month with the charges and descriptions. She does have fees that are valid charges for misc. but they do tell her what they are for as I cannot discuss with anyone but her due to Fair Housing Act. She was just in the office on Monday 11/29, I myself told her I would go over her bill and contact her regarding her issues, I called 2 times today and she didnt answer. I just spoke with her and advised her to come go over her bill with her.

• Initial Complaint

  Date:11/07/2022

  Type:Billing 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.

  Upon moving into Roper Mountain Woods in July of 2022, I was told my rent would be 1080.00 per month. They have continuously tried to overcharge me for rent, and when brought to there attention, management promises a credit, which never goes on account, I am only hit with further "late charges" although I have never once paid rent late. They have "debited" things from my account without permission and I have had to close accounts to get it to stop, They make rent and charges completely confusing for the renters, and skim as much "off the top" as possible. On top of all the Financial discrepancies, the place is infested with roaches, grounds are unkempt, and most importantly there are non working outlets causing me to have to string wires all across my living room, which causes an major hazard for my 4 year old son. Maintenance never comes no matter how many times I bring this to their attention. At one point my fridge went out and no one came until 5 days after I reported it. All of my groceries were spoiled and I was told in an email they would deduct the amount for groceries from my rent, this never happened. I am completely at a loss as to how to deal with the unsafe, and unethical business practices here at Roper Mountain Woods. I can provide supporting documentation of all if needed.

  Business Response

  Date: 01/13/2023

  There was an accidental mistake when he moved in for a charge of $1285 when the rent charge was supposed to be $1080.  His lease had the correct amount, but it did overcharge for just one month (8/22) in our system.  This has since been credited to his account (plus a credit for late fee).  Mr. ****** does not have any active work orders with us and was placed on our weekly pest control when he requested the services.

   

  I’ve attached his ledger and signed lease to review.

   

  Please let me know if you need anything else from us.

   

  Assistant Property Manager

  Roper Mountain Woods Apartments

  Customer Answer

  Date: 01/17/2023

  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. 
  
  Regards,
  
  **** ******

  They make bogus spreadsheets of charges and I have numerous other residents who can back that up. The buildings are extremely dilapidated and unkempt. Hallways are trashed with old paint everywhere on everything. Parking lots are unsafe. 
  Due to the negligence of the landlord it just causes the tenants to not care about the property so there is dog poop everywhere that is never ever cleaned up. My son cannot walk or play in the grass even. My first 3-4 months I lived here there were no mailboxes. And I have also had a large, damp section of mold on my ceiling since I moved in last July. When they finally came and looked at it a few weeks ago the maintenance guy said he would come back another time and just paint over it! There’s obviously water leaking from the pipes above and they want to paint over it. But that’s besides the point because no one has ever returned to repair or “paint” over the mold spot like we were told 6 months after moving into this apartment. This business has a litany of negligence that I could just go on and on about. I just want people to know so they don’t make the same mistake that I did and these people can be held accountable for it. 

• Initial Complaint

  Date:06/08/2022

  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.

  I have a leak from upstairs apartment. I woke up in middle of night with an inch of water in my apartment. It has been leaking for two days. Maintenance can’t do anything until it dries out. At least two days. Then who knows how long to replace ceilings and walls. I’ve asked to be moved to a different apartment. I was told no and “leaks happen”. They said I could stay in the model but I can’t take my cat whom I’m not leaving alone in unsafe conditions. Plus there’s no tv, internet or cable. My ceiling is falling in. Walls have buckled. Brown water dripping from ceiling. Management is refusing to budge so I’m having to live in these unsafe conditions! Plus they’re using electricity that I pay for to run huge and noisy fans 24 hours a day and will use it while making repairs.

  Business Response

  Date: 06/10/2022

  Good Morning,

    Apartment *** is actually in the process of being fixed today. We have submitted the order to have an outside contractor come into their apartment today on 6/10/2022. Let me know if you have any further questions. Thank you. 

  Customer Answer

  Date: 06/12/2022

  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. 
  a painter did fix some of the issues but not all. He left a total mess in my apartment and got paint on most of my furniture! My floors and cabinets have paint splatter everywhere. My bathtub, which he used, has paint in it. There is paint on my decorative towels and many of my personal belongings. My kitchen cabinets are warped and coming apart at the seams from the leak. I could go on!
  Regards,
  
  ******* ******

  Business Response

  Date: 06/21/2022

  We are aware of the issues that the painters left. Once it was brought to our knowledge, our maintenance team has been in the apartment ever since correcting these issues and redoing it all themselves. We were not aware of the bottom cabinets as it was never brought to our attention. We are still in the process of working in the apartment to have it all fixed correctly, so the smell will be different until finished. We also offered her to stay in our model until the job was completed, however, she denied our offer because she has cats and we do not allow them in the model. 

  Customer Answer

  Date: 06/25/2022

  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. 
  I spoke with your maintenance person last week about the bottom cabinets. Poor communication among your staff as well as residents! It has been 20 days I’ve been living in a construction zone! This is ridiculous! Yes, I was offered the model but I’m not leaving my cat in nasty brown water and through all the construction. He is stressed out enough! 
  the smell that I refer to is in the cabinets. The bottom cabinets are bubbled and need to be replaced. My countertop is sagging and needs to be replaced. There is still paint all over my appliances and light fixtures, 20 days later! 
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/25/2022

  Type:Customer Service 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 have resided at Roper mountain woods for a year, and within that time we no longer have mailboxes, we've been denied the clubhouse, as the office has taken it, one pool has been permanently closed and the second, much smaller one has had the most unclean water ever seen, and now, for the past month and a half, we have no trash service. The trash, in the compactor, has piled up on that time, and has yet to be removed. It basically looks like the beginning of a landfill and open to all vermin. Now, because of that we have a rodent issue in our apartment, and before this there was no problem. All of the amenities, and problems concerning, are included in the rent, yet no compensation has been offered and nothing has been resolved, not mention the office people seem very unconcerned.

  Business Response

  Date: 01/20/2023

  Mailboxes are installed and active.  Mailman is delivering mail to mailboxes as normal.  All mailbox keys have been passed out to residents.

  Leasing staff moved to the clubhouse for bigger office space and more convenience for residents.

  Pool is only open during summer season.

  Dumpsters are located throughout the property and regularly serviced.

  Weekly pest control is set up for residents.