ComplaintsforSummer Trace Apartments

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been living here for 3 years now and since moving in weve experienced so many issues. We were told that the carpet in the unit was new but upon moving in i vacuumed 4 pails of cat litter out of it and there was fraying on the edges from a cat. Our car has been broken into many times. There was a bullet that came through our kitchen all the way to our childrens bedroom from our neighbors unit . The apartments are infested with roaches no amount of bug killer or even cleanliness will get rid of them. They just run from unit to unit due to the horrible infrastructure.Just a few days ago our apartment was flooded due to our upstairs neighbors water heater bursting . There is mold forming and the ceiling looks like its ready to cave in. And with every single incident no one in the company has been any help we have not moved units because they find a way to blame us and redirect blame every time. The place is money hungry and doesnt care about tenants at all. The workers **** and property manager ******* are the rudest individuals Ive ever met. We have 3 small children (3,2,1) and this is not good for their wellbeing or health. Everyone we know who has had an experience with this place has the same issues and something has to be done.

  Business response

  09/27/2023

  The resident claims that they were informed the carpet was new when they moved in. Both the resident and our staff conducted a walkthrough of the unit on the day of move-in. However, it's important to note that the inventory and condition form did not mention that the carpet was new, nor did it indicate that the carpet was filled with cat litter and showing signs of fraying. For your reference, a copy of the signed inventory and condition form (Attachment A) has been attached. 
  
  Unfortunately, there was an incident involving a guest of a neighbor across the hall who discharged a weapon. We conduct criminal background checks for all applicants before move-in, but this incident involved a guest of a resident, which was beyond our control. In response to this incident, our office took immediate action. The resident, who is responsible for their guests, received a 3-day notice to vacate and was subsequently evicted from the premises. 
  
  Our property undergoes regular pest control treatments every Tuesday. It is the resident's responsibility to contact the office if they require additional pest control treatments outside of the scheduled ones. Upon reviewing our records from September 2022 to September 2023, it was found that this resident did not request any additional pest control treatments during this period, apart from the regularly scheduled ones. 
  
  Furthermore, there was an issue with an upstairs neighbor experiencing a burst pipe. This was an unfortunate event beyond our control. Our maintenance team promptly addressed the issue.  We had a carpet vendor come out to extract the water and arranged for an external vendor to complete the necessary sheetrock repairs.  All repairs have been completed and there is no mold in the unit.  After this event the resident had filed a claim through their renter's insurance, and our office has cooperated fully by providing all necessary documentation to their insurance agent. 
  
  Regarding the resident's request to transfer to another apartment this request was made prior to the pipe bursting.  They did not meet our company's transfer policy, which clearly states that transfers are allowed only if there have been no late payments in the last 6 months and no more than 1 late payment during the previous lease term. 
  
  Lastly, it's worth noting that the residents initially moved in March 2020 and have consistently renewed their lease whenever they had the option to do so. 
  
  Warmest Regards,
  
  *********************
  
  Property Manager
  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are paying a standard fee of $924 a month for rent. That is without water and sewage tied in. It ends up much more in the end. But the overall lease states that our well-being and health as far as maintenance and the upkeep of the apartments will be taken care of through this company which they have not done. It has been a bit of problems with them since we moved in. We were supposed to move in on the 1st of June but were unable due to another occupant tenant not wanting to vacate the premises. So our love in date was postponed. As of recently we were out fo AC from the 08/06/2022-08/15/2022. They claimed to have had all of there maintenance quit. I have two toddlers and we were completely out of AC for almost two weeks. On top of that, the tub is peeling and they said they would resurface but have yet to do so and there are two spots in the ceiling that are filling with water from the tenant above is and cause water stains and mold in the ceiling and all they did was come in and paint of the wet spots on 8/23/2022. As they said there was nothing else they could do. In addition to those issue, I filed paperwork to get my fianc put on the lease and it took them forever when they told me it would only take a few days, when I finally got a hold to the leasing office, they stated they had accidentally forgotten to file the paperwork, subsequently resulting in no decision for over a month. I honestly love this area and would like to stay here but Id wish that people would more often pay attention to there tenants and also would appreciate and discount in rent for the issues we have come across this month.

  Business response

  09/19/2022

  I received your letter indicating a complaint had been filed August 24^th and we had 14 days to respond. Unfortunately, mail has been extremely slow, and I did not receive this until today, September 14, 2022. 

  They are correct about their move in date being postponed. When we receive move out notices, we start to market the available apartment. Unfortunately, the apartment they applied for had a resident that decided not to move and rescinded their notice to vacate. We contacted them as soon as we found out and told them we had another apartment that would be available June 2^nd. They agreed to wait one day. (Lease attached showing start date of June 2^nd) Attachment A 

  They submitted a workorder for their A/C not working August 6, 2022. We had our maintenance technician go over the same day to see if there was something he could do. Unfortunately, it was determined that their A/C needed freon.  Both of our EPA certified maintenance techs had quit the week prior, therefore we were contracting our air conditioning calls with *****. Our air conditioning vendor had been contacted and they were not able to come out until August 15^th. Our policy is to place a portable A/C unit in an apartment without air conditioning. I have attached the workorder (attachment B) and the invoice from Bryko (attachment C). Additionally, I have attached page 4 of their lease ******************************* lease) (attachment D) which states air conditioning problems are not emergencies. If air conditioning or other equipment malfunctions, you must notify our representative as soon as possible on a business day. Well act with customary diligence to make repairs and reconnections.  Rent will not ***** in whole or in part.  I have also included a document (attachment E) that states we do not provide compensation for maintenance and repairs. 

  The resident contacted us regarding their tub. We contract out tub resurfacing with our vendor. An email was sent to our vendor after having a telephone call scheduling tubs that were in need of resurfacing.  This email was sent August 24^th (attachment F). On August 31, 2022, an email was sent to the resident informing them the tub was scheduled for resurfacing September 6, 2022, I have attached a copy of the email (Attachment G). The tub was resurfaced September 6^th; I have not received the invoice as of todays date. I have included a photo of the tub when the resident moved in; highlighting the area that had started to peel. (Attachment H) 

  The resident had a leak coming in from the apartment above. Once the leak was repaired the ceiling was painted. There was no mention of mold in the workorder they put in the system (our residents have access to the resident portal that allows them to enter their own workorders) nor did our maintenance staff notice any mold. Weve not heard back from the resident since August 23, 2022, to state there was still an issue; workorder attached.  (Attachment I) 

  It does appear ****************** requested her fianc be added to her lease June 16, 2022. (Email attached Attachment J). She is correct the money order and application were taken to the office June 18, 2022; however, it was not processed until July 27, 2022. Staff had apologized for the error. 

  Customer response

  09/19/2022

   
  Complaint: 17764498
  
  I am rejecting this response because: The tub wasnt resurfaced, the ceiling wasnt fixed before being painted and no AC unit was brought until almost a week had passed.
  
  Sincerely,
  
  ***************************

  Business response

  10/04/2022

  The original complaint requested a billing adjustment.  As per our response from the original complaint we do not offer rental discounts, etc.  This is outlined in the signed lease, a legal document.  This was Attachment D (I have also provided a screenshot below).  Additionally it is outlined in one of the lease addendum's Attachment E (screenshot also provided below).

  Customer response

  10/05/2022

   
  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.  While I have young kids and have dealt with two cases of black mold because of this ongoing incident, it seems that there will be no change in issue resolution.
  
  Sincerely,
  
  ***************************

*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. ↩