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:03/21/2025

  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 lived at **************** owned by Freeman ***** since December 2018. The property didNOT have an on-site manager the property was being overseen by ********* ***** a white property manager along with of ***** **** . The company failed to address multiple issues , they had a ***** infestation , the property was not being kept clean I was dealing with a personal problem of my next door neighbor chain smoking in the wee hours of the night ! When I complained about my neighbor smoking , a beligerant black woman who is pretending to be handicap , the beligerant woman threaten to BLOW my head off , she CONFESSED to smoking in her apartment then claimed she was a 60 year old woman who had a right to smoke ! Despite violating the non smoking rules and threatening violence which according to the lease she should have been put out within 48 hrs instead the white managers insulated the rule breaker and instigated a while ***** scheme to pitch minorities against each other then ultimately targeted me ,I also complained about black residents allowing their pit bulls to run free on the property without following the leash law . The company sought out to hire a female in my demographic to target me for a constructive eviction . The manager claimed I couldnt prove the smoking-then tried to insinuate the 6 ft con artist pretending to be handicap was some innocent elderly woman. Im 55 and the belligerent black woman blocked me from entering my apartment when I called the police she played victim I recorded another resident confirming the smoking I took video and pictures of the pit bull owners violating the leash law. The company targeted me threaten to have my active duty sons car towed then refused to give me a rental verification . I was blocked from moving into a property despite having over a 700 credit score and Fico bc of illegal activity . The manager threaten the entire complex over a candle that personally Affected her but did NOT uphold the smoking policy

  

  Business Response

  Date: 04/18/2025

  We have responded to a complaint filed by Ms. ***** to the BBB in January and also to a Consumer Affairs complaint and a complaint to MDHA.  All alleging essentially the same things.  She complains that she was not able to rent another unit due to our failure to send a verification.  Attached is a rental verification and proof of when it was sent to the other complex.  Ms. ***** was nonrenewed because of her constant harassment of her neighbors and our office staff and her refusal to allow entry to her home for standard maintenance procedures.   We cannot tell from the photos she has attached what they are supposed to show.  They are too poor quality to be able to make out anything.  Her son's car was tagged along with others with expired plates because it had plates from 2022.  The car ultimately was allowed to stay without being towed as she was going to be moving.  She constantly complained that her neighbor was smoking in the wee hours of the night. We investigated this and could not find any proof that anyone was smoking. She continued to harass the Manager and her neighbors about it. One neighbor complained to management that she would not leave her alone,constantly knocking on her door and calling her 5-6 times a day. The neighbor she accused of smoking was been harassed to the point that she filed a police report against her. We had the attorney send her a 14/30 letter to cease the harassment and she continued her behavior.  Any residents who could be proved to have violated the smoking policy or the leash law would have been issued a warning and had their lease terminated if the behavior continued.  We did not allow problems to go unaddressed at the property.  

  Customer Answer

  Date: 04/22/2025

  I have more pertinent info in audio format but your website only has images . The company is full of lies . I had an attorney firm reach out to them repeatedly to get a copy of the rental verification they NEVER produced and I have a 20 minute audio recording of their condescending racist attorney firm refusing to give a rental  verification . Keep in mind the rental verification was requested on December and January and I was stone walled . My. Refit score was 712 with a 733 Fico abd I couldnt get a place to live bc their non compliance . And I lived there since December 2019 . They made up the responses to the BBB to come off professional but the truth is they turned the property into a ***** infested slum and they began renting to weed smokers , and chain cigarette smokers and they retaliated against me because they refused to do anything . Instead of holding  lease violators responsible they attacked me because the company is run by **** ***** people who dont give a dam about the residents they hired a ghetto black person as a black sheild to help control their trashy  plantation . The place wasnt being cleaned trash scattered down the halls you name it . I was never contacted about anyone entering my unit for any kind of maintenance and this is something they made up on the spot . The car they are referring to was not my car it was my sons car my son was shipped overseas and he asked me to pick up his car from another state he is on active duty then he got shipped to ************* and his chain of command blocked communication because of safety and  security so I couldnt even get in touch with him . I had to call central command to try and get the message to him . They absolutely did not let the vehicle stay I got permission from the manager at captain D who said I could move the car to their parking lot and the very next day I was given a non renewal notice . They also retaliated against me because I recorded another resident also complaining about the smoking then they accused me of making illegal recordings . TN is a one party recoding state abd 3 or more residents have ring doorbell they also have recordings . They only tagged the other cars for show bc I was the target after I moved my sons car to captain D they vacated towing any other cars in fact there was a wrecked car in the parking lot with flat tires which hadnt moved in over a year it was not towed. They were too lazy to clean up the property or hold the chain smoker responsible noting the woman also pretends to be handicap . The woman threaten to blow my head off and she was allowed to remain on the property , even though the lease states threats of violence result in an immediate removal . I turned in direct evidence if the woman threading me and the lying beligerant 6 foot Amazonian thug was allowed to continue to chain smoke and terrorize me . It is noted Im 55 and barely came out of my apartment . I only came out to go to the store . They are claiming my reports of pitbulls running free is harrassment or complaing about smoking is harrassment . The **** ***** people who own the property dudnt feel like coming to the ghetto they created to fix the problem instead they hired a ghetto black Persian to do their dirty work ,it is noted the ghetto black woman they hired hadnt been the manager for 30 days and she sent out a global email threatening to evict anyone who burned a candle when it personally affected her but she didnt say anything about the smokers . Instead she said I couldnt prove anyone was smoking . But keep in mind their lease states it the residents responsibility to proactively pursue remedy for smokers but then they turned around and accused me of harassment when some over 6 foot black woman  got out of her wheelchair to block me from entering my apartment and threaten to blow my head off and tell me because she was 60 years old sge had a right to smoke . Im a former ho,e owner ****** I had been a home owner since 1994 . I ended up in apartment because I was in litigation with the VA . My case is public record I was deemed a federal whistle blower in 2022. Im pending a federal damage hearing . While waiting out my litigation to end I ended up at a freeman and web property bc that was the only place available and  didnt want to move from place to place I was waiting out my litigation . But it is noted I never lived in an apartment in my life until 2017 . After Covid freeman and **** turned their property in to the progects . They refused to clean it abd a ***** infestation practically took over the entire building bc they refused and failed to clean apartments vacated by trashy people . I dont fit into to trash abd because I wanted ti raise the standards they falsely accused me of harrassment because they didnt want to do their job . 
  

  This is my first time in over 4 months Ive ever seen a copy of the rental verification I asked for back in December abd or January . They also never responded to my attorney firm . ****** I filed charges against their attorney firm and it was probably reported back to the attorney firm that the *** was now over seems  my VA case . I find it wildly amazing that Im just now getting a copy of a rental verification . Bc everything that happen to me during my litigation contributes to my damages because I lost a house I owned . The company treated me like trash abd Discriminated  against me they hired a black woman in my demographic to precipitate a constructive eviction . my other evidence is in video and audio form which the BBB doesnt have access for me to submit . The company is trash and treats their residents and veterans like trash 

   

• Initial Complaint

  Date:12/18/2024

  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 found out the president of Freeman and **** is also the District 56 representative for TN and hes on the HOMLESS commission but hes running a slum lord property with abuse of authority and practices of stone ******* . I filed multiple complaints and have been living in the property since December 6, 2018. After filing a complaint against a resident smoking and other residents having pit bulls not on leashes . I was given a non renewal notice so the company implemented a practice of refusing to give a rental verification and has proceeded to stone wall me . The company initiated using a plantation practice by deliberately hiring a minority to ack as the fall guy when in fact the company was being managed by a white manager who failed to clean the property abd or properly address the business failures to include but not limited to not addressing a ***** infestation . The company is utilizing bullying tactics by trying to force me to be a victim of a constructive eviction then refused to assist despite calls , emails to get any and all matters resolved

  

  Business Response

  Date: 01/13/2025

  Ms. ***** had her lease non-renewed after making numerous unfounded complaints about her neighbors and staff at *****************   We tried to work with her, but the harassment became more aggressive and she refused to allow people tp enter to service her apartment.  An example of her racially charged rant in response to maintenance trying to change a lightbulb for her is attached.  She complains that a rental verification was not completed for her new landlord, but a copy of it is attached.

• Initial Complaint

  Date:10/18/2024

  Type:Product 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 Jun 28, 2024 I applied for an apartment at The District Apartments. The application fee was $420.95. My application was denied and I was told that I will be receiving a refund check via mail. This company was then bought out by Freeman Webb shortly after the incident. I have contacted Freeman Webb numerous times and was told that they are still working on sending my check. Now when I call they dont pick up the phone and I still have yet to receive my refund.

  

  Business Response

  Date: 10/20/2024

  Dear *** *****, 

  I apologize for this inconvenience and having to work through BBB to achieve a resolution. Our records show that you were charged an application fee of $67 as well as an administrative fee of $350. The application fee is non-refundable as it is an actual expense incurred to run background screening on all applicants.However, the administrative fee should have been refunded given that that application was declined. We will issue you refund check in the amount of the administrative fee and send it to the address associated with this BBB submission. 

  Again, I apologize for the inconvenience.

  **** *****

• Initial Complaint

  Date:10/09/2024

  Type:Product 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 am filing a complaint against Freeman Webb Company regarding the handling of my application process for one of their properties. Over the course of several months, I have applied three separate times, paying the required application fees and completing the necessary steps, yet I have faced repeated cancellations without valid explanations.First Application (May 2024): After submitting my application, I was instructed by a representative to call or email for assistance. I followed this instruction and sent an email. However, despite the representative responding to other messages, I was later told that my application was canceled because she claimed she never received my email. This was completely untrue as there was clear correspondence between us.Second Application: The second time I applied, I was informed that my application was too late, and it was subsequently canceled. No further assistance was offered to help me rectify or understand the situation.Third Application: Most recently, I completed the application process again, paying the required fees and joining the waitlist. Today, I received notice that my application had once again been canceled, with the stated reason being simply nothing, which is vague and unprofessional. There was no clear explanation or justification provided for this cancellation.This pattern of behavior by Freeman Webb Company demonstrates poor communication and unfair treatment. After paying multiple application fees and following all instructions, I have not been provided with valid reasons for the cancellations, and I feel that my applications have not been handled with due care or transparency.I am requesting the Better Business Bureau (BBB) to investigate this matter and help facilitate a resolution. Additionally, I seek a refund of the application fees paid and a clear explanation for the repeated cancellations.

  

  Business Response

  Date: 11/15/2024

  The records in our system show the following for **************** ************************** ****************
  Guest card submitted 5/6/2024 Applied to unit ******* on 06/18/2024 No Screening completed No application on file there are documents for affordable housing verification in ********** though. Guest Canceled 06/20/2024.
  Guest card submitted 6/13/2024 Applied to unit ******* on 09/04/2024 Application Canceled on 10/08/2024 screening completed and denied. Checkpoint message on screening below for you. No application on file.
  
  Guest Card submitted 08/19/2024 Applied to Waitlist No screening run, no application in Sharepoint- Canceled guest
  Guest Card Submitted 06/13/2024 Applied to Waitlist No screening completed Waitlist application in Sharepoint Canceled guest.

  The Application for Unit ******* appears to be the only one where there is any record of an application fee being paid ($35) and there was screening completed and it was denied due to credit.  Ms. ***** was offered the opportunity to use a service called One App in order to qualify when she did not pass the screening.   She did not respond to our leasing professional's efforts to get a response from her on this and her application was cancelled on October 8th.    ************ is still looking to lease an apartment, we could lease to her using OneApp.   Please see attached correspondence from leasing professional.   We have no evidence of any other fees being paid to *****************  Please provide evidence of that and how they were paid if your are claiming other fees were paid.  

• Initial Complaint

  Date:09/04/2024

  Type:Product 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 am filing a complaint against Freeman Webb and the management of ********************************************* regarding the improper retention of my security deposit and the lack of response from ********* of Lease Termination/Move-Out: June 29, 2024 Security Deposit Amount Paid: $2,510 Business Commitment: To return my full security deposit within the legally required time frame, minus any allowable deductions, which must be itemized and justified in accordance with Tennessee law.I vacated my apartment at *********************************************** on June 29, 2024, after two years of residency. On the day of my move-out, I confirmed with the property manager that everything was in order and asked that if any deductions were made from my security deposit, an invoice should be provided. After moving out, I followed up multiple times asking if there were any deductions and requesting an invoice.On July 16, 2024, management informed me that a check had been sent for my deposit refund. However, I did not receive it. After repeated attempts to follow up, I finally received a check on August 6, 2024. Unfortunately, $540 was deducted from my deposit without any explanation or accompanying invoice. On August 9, 2024, I contacted 1810's manager to request an itemized list of deductions, as required by Tennessee Code Annotated ********* et seq., but received no response. I sent another follow-up email on August 20, 2024, asking for either a full refund of the deducted amount or a detailed explanation, but again, I received no response.I have made multiple attempts to contact 1810 Apartment and Freeman Webb, the property management company responsible for handling this property, but I have not received any replies from either. My goal is to resolve this issue amicably, but the lack of communication has made it impossible.I kindly request the BBBs assistance in resolving this matter. I am seeking:A full refund from my security deposit, a total of $2,510.

  

  Business Response

  Date: 10/07/2024

  Apologies for the delay in getting Ms. ** a response to her questions about her deposit being refunded and the amount deducted from the deposit.   

  A check was sent to Ms. ** for the refund and when she contacted the manager about not receiving the check, that check was voided and a new check was issued, which Ms. ** has confirmed receiving.  So it appears that the disputed amount is the $540 that was deducted from the deposit before it was refunded.   The $540 was for cleaning charges that were incurred for cleaning the apartment and charges for repairing drywall and painting the apartment.  The invoices from the companies that performed those services are attached, along with correspondence related to the refund of Ms. **** deposit.   It does appear that the cleaning company that cleaned the apartment only charged a fee of $130 instead of the $140 charge that another cleaning company typically charges, so we are willing to refund Ms. ** the $10 difference.   Otherwise, we believe the charges were properly charged to her account, based on the condition of the apartment at the time of move out.  .   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22241010
  
  I am rejecting this response because:
  

  Thank you for your reply. I have been trying to contact you for two months regarding this issue, and I am relieved to finally receive a response.
  Regarding the invoice charging $400 for painting and $140 for cleaning fees, I would like to formally request detailed documentation and evidence, including photographs and specific justifications, demonstrating that these charges are not a result of normal wear and tear.
  As you are aware, I resided in the apartment for two years, and according to Tennessee law, normal wear and tearsuch as reasonable scuff marks and fadingshould not incur additional charges.
  Additionally, I would like to note that we thoroughly cleaned the apartment before vacating the premises. As such, I request documentation or evidence that justifies the $140 cleaning fee.
  Please provide this evidence at your earliest convenience. Otherwise, I will need to proceed with my small claims case to resolve this matter.
  Thank you for your attention to this issue, and I look forward to your prompt response.
  

  Sincerely,
  
  Mengling Hu

  

  Business Response

  Date: 10/24/2024

  Dear Ms. ************ do not believe that the charges were related to ordinary wear and tear.  We understand and agree that you would not be responsible for that.   But we should have given you an opportunity to do a walk through after you moved out, and in that way we could have avoided any dispute about the charges.  We also should have sent you an itemized list when you initially requested one, and I cannot find proof that that was done.  We apologize for the delay in responding to your requests and we are willing to refund the $540 that was deducted from your deposit for the cleaning fee and the paint and drywall repair.   We will have our accounting department issue you a check in that amount.   

  We appreciate your tenancy at a Freeman Webb property and wish you the best in the future. 

  Sincerely,

  **** *******

• Initial Complaint

  Date:08/06/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 paid my rent for August 1st on July 26th, and it looks like they took it off of the website, but it's not showing on my bank statement, which I don't understand. I need an explanation about applying rent on the Parliament Place Apartments website because I am confused. MDHA haven't even taken their portion. I'm very confused. Because I paid my rent. The portion that I was supposed to pay.

  

  Business Response

  Date: 08/26/2024

  According to our community manager at ****************, ******************** came to office on 8/5 and reported that there was an issue with her payment on the 26th of July, however when she attempted the payment on the 1st, she was able to resubmit. She was not sure if it was on our end or with her bank.  She left the office and reported all items had cleared on her end.  Our system shows that she has paid her portion of the rent.  We were waiting at the time for MDHA to pay the portion that is paid through Section 8.  We believe this has been resolved with the resident.  Please let us know if there are any further concerns.  Thank you.  

  Customer Answer

  Date: 08/29/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/26/2024

  Type:Product 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.

  06/26/24 a property manager harassed a tenants guest in the parking lot. The manager then stated that the guest was trespassing and she proceeded to call the police. Now the tenant is facing a possible eviction due to this negligence and poor management skills. The tenant has called twice this week for a maintenance repair and no one has returned the call or came to the unit.I would like to file a complaint directly to the company but no one has yet to return my calls.

  

  Business Response

  Date: 07/24/2024

  The manager reached out to the Complainant and all maintenance issues have been addressed. She complained of having no hot water coming out of the faucet which was addressed on June 27th.  We had not previously received a report of that.  Two other maintenance requests received during the resident's tenancy were resolved promptly upon receipt.  We are not aware of any unresolved maintenance requests.  The mother of the Complainant was observed sleeping in her car in the parking lot by both management and residents.  The Complainant was warned that her mother was not allowed to sleep in her car in the parking lot, but argued that she was allowed to do so if resident wanted her to.  The resident was turned over to our eviction attorney after being warned about this by management and after she continued this behavior.  Attached is a complaint from another resident about this behavior.  The courtesy officer and Community Manager are both also prepared to testify in court about the fact that the mother has been sleeping in her car on site.  She waits until the manager leaves for the day and then returns to the property in her car.   We disagree with the resident's description of her activity.   

• Initial Complaint

  Date:03/12/2024

  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.

  All winter long, my air conditioner has only barely been working at night. Im on the 5th floor so everyone under me must have their heat blasting! In order to sleep I need it to be at 68 in my bedroom so I set my ** to 70 which occasionally gets my bedroom to 68 if Im lucky. But more often than not, I wake up in the middle of the night sweating and the temp is instead between 74 all the way up to 77!Ive been told theres nothing they can do at one point, to buy a fan at another point (which is crazy as all that would do is blow very warm air around) then told to sleep with my windows open. So I started opening my windows at night out of sheer desperation because the manager was completely ignoring my request for a window ac unit! Every day after having the window open, I wake up to stink bugs all over my bedroom including on my bedding and a couple of times on my pillow!None of this should be happening as I deal with chronic severe depression, ptsd, menopause, AND an autoimmune condition which involves itchy skin and being hot exasperates every one of these! And I NEED my SLEEP. Im grateful yall compressor in last summer, dont get me wrong; However, when they had an ** company out on the 1st to look into it, they said they knew exactly what was happening and that they would be back on the following Monday, the 4th, with a part that would keep the ** from freezing up at night and even a few times in the afternoon it was climbing to 77 when it was set to 70! I asked ****************** (mgr) if theyd been been here when I got home from doctors appointments that Monday and she said no and mumbled something about price under her breath. I finally got a window ac unit. In the 3 yrs Ive lived here, Ive had one thing after another happen with my ** and someone Finally figured out what to do,and she closed out the maintenance ticket because I now have a window unit! Thats supposed to be temporary and my central ** needs to be fixed! Please!

  

  Business Response

  Date: 03/15/2024

  It has been determined that the ** unit is functioning optimally as designed and there is no further repair required.

  Here are the steps we have taken to resolve the concern for the complainant. 

  When Ms. ******* submitted her last BBB complaint regarding her ** unit, we replaced her entire ** both inside and outside units. 

  When Ms. ******* submitted her current request for repair, our technicians checked her unit and found it operational. Additionally, we have had two reputable HV** companies come to check the units, both companies have declared the unit is functioning as designed.  As an additional precaution to ensure we provided exceptional service we the HV** unit inspected again by our company Maintenance Director and Regional Maintenance Director. They also found the unit to be functioning as designed.

  Although the ** unit is functioning as designed, to provide additional efforts to resolve the complaint we have provided Ms. ******* with a window ** unit to utilize if she feels her unit is not cold enough.

  We encourage Ms. ******* to operate the unit as directed to experience optimal efficiency. If she sets the thermostat to her desired temperature and does not turn it on and off, she will get the best benefit of the unit as it is designed.

  There is nothing more we can do to the unit, and the only other option we could offer Ms. ******* if she is still unhappy is to allow her out of her lease agreement without penalty.

   

  Customer Answer

  Date: 03/15/2024

  The only reason it was functional the day that he sent out his super rude corporate technician was because it wasnt freezing up because I hadnt been turning the air conditioner on for days and was instead using the window unit so it wasnt freezing up! Can they evict me for pursuing this??

  Customer Answer

  Date: 03/15/2024

  The only reason it was functional the day that he sent out his super rude corporate technician was because it wasnt freezing up because I hadnt been turning the air conditioner on for days and was instead using the window unit so it wasnt freezing up! Can they evict me for pursuing this??

  Customer Answer

  Date: 03/15/2024

  They came this last time when I hadnt been using the **** System for days since I got the window unit put in so of course it didnt freeze up and it worked properly when he came out. 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21420899
  
  I am rejecting this response because:

   

  70 is the normal temperature I keep my temperature at.  The main problem that has been noted repeatedly, by maintenance men who worked here previously and ******* when they came out when I had it at the consistent temperature of 70 but it was up to the mid 70s the unit was frozen. 
  Therefore, the unit would be freezing up only that much more if I kept it going 24/7. 
  
  Last summer, even after the new compressor was installed it froze up even then. The maintenance guy at that point was not clear on fixing most things, and when he came up and saw it was freezing on a summer day, he ordered me to boil him a big pot of water! I refused as that didnt sound safe or proper and I called the office. 
  
  
  But when it was very cold outside I didnt need the ac on at all day or night because it stayed cold enough. 
  
  
  Im not sure where the idea came from that Im not using my unit properly, but in general, you should be able to set the temperature at what you need it at and it should work. Im keeping it off for a good portion of the day because I cant afford to keep it going 24/7. Im on disability and Im on a fixed income. 
  
  
  The **** company that came out here a few weeks ago (one of the companies you had come out) stayed around long enough to actually ask me some questions. I told him that its happening during the day sometimes but much more frequently at bedtime. 
  
  
  He said AHA! Your AC unit is freezing up! I told him yes! That is what the main problem has been for two years I told him. 
  
  
  Then he said that he would be back on Monday morning and he was going to make my life a lot better. He said that theres a part that he can install to keep it from ever freezing up!
  
  
  So of course I felt immense relief and when Monday came around, I was gone most of the day and when I got home I asked ****************** if the **** company had come when I was gone. She said nope and then mumbled something about the price. 
  
  
  So there IS a fix. A fix that would allow me to sleep all night without a very loud window unit that costs me double what central air conditioning costs (per NES) which is why I ended up with a nearly 200 *************** bill last summer. 
  
  
  It does Not just freeze up at night but also throughout the summer last year even on some days after you replaced the compressor. 
  
  
  So there have been all kinds of people saying different things about what they think the problem is, but it may not have even needed a new compressor but simply the part that keeps it from freezing up.  
  
  
  As I said before, Im on disability on a very limited fixed income, so moving, unfortunately, isnt feasible for me right now. But if I could, after the way I have been treated, just because Im trying to advocate for myself and my needs (which doesnt come easily for me) I would love to be able to. Aside from this issue I have been
  
  
  But this whole mess thats been happening since I moved in, is down to it freezing up. 
  And the reputable company that you sent here, was not given permission to make the repair. 
  
  
  Me needing to have it on at the same exact degree all around the clock without any variation in setting, and having to use a very loud window unit, when all thats happening is the unit freezing up, and can be fixed with the part that the man mentioned seems like a much fairer solution and makes a lot more sense. 
  
  
  I dont like to bother you, as a matter of fact, its very likely that its causing ME more stress to have to speak up and be persistent in the midst of my extreme depression where I am barely functioning than it is you. 
  
  
  I just want to have my air conditioner stop freezing up, like the second to last **** person you sent out said he would be back on a Monday to fix. 
  
  Sincerely,
  
  **************************

  Customer Answer

  Date: 03/18/2024

  Please add this onto the reply i just sent!

  Customer Answer

  Date: 03/19/2024

  There are going to be cicada Beatles by the thousands in a few weeks and I am not going to be able to deal with them coming in through the cracks of the windows! Can you do nothing? The ac keeps freezing up and then blowing out hot air just not happening when they show up!

  Customer Answer

  Date: 03/19/2024

  Fine tell him Ill accept but that the window unit needs to be taken out before the cicadas come out. 

  Customer Answer

  Date: 03/19/2024

  If he serves me with eviction notice I will not be able to take it. I thought you were supposed to be helping mediate??

  Customer Answer

  Date: 03/19/2024

  If he does the repair to keep it from freezing then he I will pay him monthly adding money onto my rent!

  Customer Answer

  Date: 03/19/2024

  PLEASE let him know I will pay for the part and labor that keeps it from freezing up 

  Customer Answer

  Date: 03/19/2024

  This has gone up to 77 during the daytime! But a window unit is not feasible for me long term because not only do I have bad allergies but also the cicadas will be coming through the cracks. Shouldnt I be able to have a working air conditioner? The groundskeeper AND the previous maintenance people have seen my ac literally frozen! Several times in the past two years. I have a housecleaner that my therapist set up for me and while we were working during the *** it was set to 70 and got up to 77!! Can you please at least give me a small message letting me know that youre seeing my messages??  Thank you. 

  Customer Answer

  Date: 03/20/2024

  Hello??? I thought you were supposed to be a mediator for the business and myself?? Just three weeks ago a housekeeper and I were organizing my apartment and I had the thermostat turned to 70 LIKE always. The only times I turned it lower were when it was bedtime and I was hoping it would make it cooler. When we were cleaning it jumped up all the way to 77!!! I asked the manager to send someone up right away so they could stop thinking Im a LIAR for WHAT? What reason do I have to tell them this stuff other than I desperately need my sleep???? Im also going to NEED to have the window unit taken OUT because were just about to get infested with cicadas in the billions for MONTHS!

  Im going to call the housing authority and tell my worker the options he gave me. 

  Customer Answer

  Date: 03/20/2024

  Can you PLEASE tell me how to remove the review I left last year??

  thank you 

  Customer Answer

  Date: 03/21/2024

  The window unit is not going to be feasible in one month when the 13 year brood of cicadas coming. I dont think it is normal to HAVE to have your air conditioner on at the same temperature 24/7. I need it to be 68 when I sleep (again Im menopausal), which means the thermostat has to be at least 70 which brings my bedroom temp down to 68. I most definitely cannot continue having to have a window unit AND the central air going all night because Im flat broke paying my debt all off right now! 

  Customer Answer

  Date: 03/21/2024

  Did I miss a reply from the business manager or something?

  

  Business Response

  Date: 04/05/2024

  We appreciate your help and we have genuinely done everything we can do within reason to assist this resident.  She has a brand new air conditioner that was provided to her as well as a window unit, which she requested.  She refuses to listen to the advice of the **** professionals that we have brought in to consult with her.  She was very rude to them and insists that she is correct and they do not know what they are doing.  Air conditioners are not designed to run on cool when the temperature is below a certain level outside.  She refuses to follow the directions of the **** professionals.  There is nothing more that we can say to her that will change her mind.  

   

  Thank you.

  Customer Answer

  Date: 04/05/2024

  He is 100% lying. The 2nd hvac company that came out asked me when it was happening. I said yes mainly when I am turning the air conditioner lower for sleep time. I have serious issues with going to sleep because of childhood trauma with regards to being in bed and I need it cool as Im going through menopause as well. The 2nd man said when I told him that was always when the temperature dropped down and he said hed be back Monday morning with a part that will make my life a whole lot better. It was going to be a part to keep it from freezing up when it was cold outside. Not only did he not mention that to you, he has also instructed all the staff to not answer any of my emails and to forward any of my emails to him. Like hes hoping ** going to be stupid enough to get myself evicted for ill behavior. Im 56 and Im mentally Ill with PTSD and severe depression and hes told everyone to be unfriendly with me. The leasing agent used to be super close with me and shes not been allowed to talk to me as he put the regional manager in our office like CAMPED in there because they know that Im intimidated by her. They are gaslighting me knowing ** ill and I grew up with my mother gaslighting me til the day she died last year. Im on the verge of a breakdown now. I did seek out legal aid and Im pretty sure they will take my case. If they dont, I will lose my mind because I cant possibly move due to not only financial reasons but emotionally Im now too unstable to do anything much less take a shower after this horrible situation and the way I am getting treated. Please please take all of this into consideration. The lease agreement states that the hvac be kept in good working condition and I have given you pictures of it not working!  Thank you. 

  Customer Answer

  Date: 04/05/2024

  He also told the regional manager who is already scary to me, when I asked her for a stronger window unit because it was really weak she said nope. The one that you got is the one you will get. 

  Customer Answer

  Date: 04/05/2024

  He also told the regional manager who is already scary to me, when I asked her for a stronger window unit because it was really weak she said nope. The one that you got is the one you will get. 

  Customer Answer

  Date: 04/06/2024

  He has told the office staff to not respond to any of my emails and to forward them all to him. He never once offered to bring out hvac people to look at the problem when it was actually happening. In the morning when its still chilly out. Not once even after I begged. 
  

  hes now currently working on a case for section eight to not have to renew my lease. Im 56, extremely depressed and if I end up losing my apartment for an air conditioner that doesnt work properly then I will not live long after. I wont be able to deal with it. 
  

  even with my pictures and they still dont want to accept my ac isnt working properly!

  Customer Answer

  Date: 04/06/2024

  He has told the office staff to not respond to any of my emails and to forward them all to him. He never once offered to bring out hvac people to look at the problem when it was actually happening. In the morning when its still chilly out. Not once even after I begged. 
  

  hes now currently working on a case for section eight to not have to renew my lease. Im 56, extremely depressed and if I end up losing my apartment for an air conditioner that doesnt work properly then I will not live long after. I wont be able to deal with it. 
  

  even with my pictures and they still dont want to accept my ac isnt working properly!

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a broken central AC unit off and on for the entire summer. It would work for a couple of weeks, then break again and then get fixed then break again and again. Finally, about 1.5 months ago I was told that I needed an entirely new AC unit and that hed ordered the wrong size and had put in an order for the correct size unit. Well over a month ago! So about three weeks ago, I finally went into the office feeling a little perturbed because by then it still wasnt replaced and hed ordered the replacement a good 3 weeks prior. I was told by the manager that I needed to be more patient. I was being perfectly nice about it and wasnt constantly badgering anyone. I had been patient. A week later, I wrote an email to the leasing agent telling her that it had been plenty of time to wait and that it needed to be fixed and that I had been plenty patient. I told her that last year I ended up having to go through corporate to get it taken care of, as Ive been having my ac go out nearly every few weeks for two years straight! I received no response to my email. Not a word. Last week I asked the groundskeeper about the unit and had it come yet. He replied yep but we have to wait for the managers ok to get it done!? Thats when I really got impatient. The next day, I came down with the flu. Burning up fever and I had the little window ac unit (in my bedroom) full blast and it was hot outside so my full front of my apartment was at 77 most of the day. I was miserable and Im also in a very deep depression so having to deal with this issue that has never gone on for nearly two months! So the new reg. mgr. called me at my request and told me that there was no one here that could install it. She was extremely rude and said nothing about how sorry she was and basically shut me down as I tried to say something. I then left a review on the Freeman Webb ****** page with every detail. I have gotten NO response!Then came last week. I came down with the flu

  

  Business Response

  Date: 10/31/2023

  Dear ********* -

  I apologize for the ongoing issues with your A/C unit, as well as the frustration, inconvenience and uncomfortableness that this has caused.

  In speaking with our team, we received the necessary replacement part (the condenser) but were provided the wrong size by the distributor. The part was immediately re-ordered and was finally delivered on October 28. Our Regional Manager should be in contact with you by phone with more details regarding scheduling and updates. In the meantime, we can provide you with an additional portable A/C unit to help provide greater comfort. 

  Sorry again for the inconvenience. 

  Thank you, ****

  Customer Answer

  Date: 11/03/2023

  First, the ** unit arrived well before the 28th because I had a discussion with the groundskeeper about whether it had arrived yet Before the 28th and the exact wording was yep its here but we have to wait for the manager to approve it getting it installed. 
  

  The air conditioner was fixed yesterday. Thank you for that. 
  
  However, it is now pretty obvious that the manager is retaliating against me for advocating for myself. I put in a work order early this morning asking for someone to come and pick up my window ac unit. 
  

  Instead of getting in any kind of contact with me like she used to before I had to contact you, she has sent me two emails saying that the work order has been completed. I wrote her leasing agent as well and I never received any response from anyone. I let them know that now that its suddenly dropping down to freezing temperatures at night I am now waking up freezing in my bedroom in the middle of the night. 
  

  The ** has been fixed, but she is making sure I am miserable in the middle of the night, but also I have received two emails from her automated system stating that they have been here to pick up the window unit. Im not the only person who is getting put on the back burner for all kinds of things needing attention. 

  Customer Answer

  Date: 11/03/2023

  First, the ** unit arrived well before the 28th because I had a discussion with the groundskeeper about whether it had arrived yet Before the 28th and the exact wording was yep its here but we have to wait for the manager to approve it getting it installed. 
  

  The air conditioner was fixed yesterday. Thank you for that. 
  
  However, it is now pretty obvious that the manager is retaliating against me for advocating for myself. I put in a work order early this morning asking for someone to come and pick up my window ac unit. 
  

  Instead of getting in any kind of contact with me like she used to before I had to contact you, she has sent me two emails saying that the work order has been completed. I wrote her leasing agent as well and I never received any response from anyone. I let them know that now that its suddenly dropping down to freezing temperatures at night I am now waking up freezing in my bedroom in the middle of the night. 
  

  The ** has been fixed, but she is making sure I am miserable in the middle of the night, but also I have received two emails from her automated system stating that they have been here to pick up the window unit. Im not the only person who is getting put on the back burner for all kinds of things needing attention. 

  Customer Answer

  Date: 11/03/2023

  They got it fixed. The regional manager was very rude the first time she contacted me. I will be skipping her should anything happen in the future. The mgr and leasing agent are not answering when I try calling and two emails and the mgr sent the automated email that said my window unit was picked up when it had Not been. Twice. No phone call, no email. Just 2 automated emails telling me that the work order to come pick up my window unit as its too Cold out for it now. Completely ignored me all day. But they did tend to my next door neighbors needs. 
  

  I need the window unit taken out as its now too cold for it.  

  Customer Answer

  Date: 11/03/2023

  They got it fixed. The regional manager was very rude the first time she contacted me. I will be skipping her should anything happen in the future. The mgr and leasing agent are not answering when I try calling and two emails and the mgr sent the automated email that said my window unit was picked up when it had Not been. Twice. No phone call, no email. Just 2 automated emails telling me that the work order to come pick up my window unit as its too Cold out for it now. Completely ignored me all day. But they did tend to my next door neighbors needs. 
  

  I need the window unit taken out as its now too cold for it.  

  Customer Answer

  Date: 11/04/2023

  The ** unit is not working properly again already. When I went to go to bed last night I turned on the ac just to get it down to 67, it wasnt blowing out cool air. This is the way it keeps happening. 

  Customer Answer

  Date: 11/05/2023

  Ive had the ac set on 69 for a half an hour and Ive just returned from walking my dog and its up to 75 in here again. I had them remove the window unit the day they fixed the central air. Had it set to 67 for sleep and woke up with it at 72 in the wee hours of the morning as Im menopausal and Im blessed with night sweats and the reason why my ac is such an important issue. Same thing happened last night. I turned it off for an hour or two this morning (Sunday) and turned it back on and set it to 68 again to see what happened and it did get to 68. But I only need it in the 60s at bedtime and then I have to run the heater for about 20 minutes until it hits 73. When it works. 
  

  This is a lot of stress for me because my depression is so severe I absolutely need to get enough sleep. Ive been awake since 3:30 due to it being too warm to get back to sleep. Thanks for your understanding. 

  Customer Answer

  Date: 11/05/2023

  Ive had the ac set on 69 for a half an hour and Ive just returned from walking my dog and its up to 75 in here again. I had them remove the window unit the day they fixed the central air. Had it set to 67 for sleep and woke up with it at 72 in the wee hours of the morning as Im menopausal and Im blessed with night sweats and the reason why my ac is such an important issue. Same thing happened last night. I turned it off for an hour or two this morning (Sunday) and turned it back on and set it to 68 again to see what happened and it did get to 68. But I only need it in the 60s at bedtime and then I have to run the heater for about 20 minutes until it hits 73. When it works. 
  

  This is a lot of stress for me because my depression is so severe I absolutely need to get enough sleep. Ive been awake since 3:30 due to it being too warm to get back to sleep. Thanks for your understanding. 

  

  Business Response

  Date: 11/20/2023

  Sincere apologies for not responding online sooner.  I think we each thought the other was doing this.   As of the morning of November 7th, our Regional Manager confirmed with Ms. ******* that her brand new condenser was working properly.    We encouraged her to reach out to management if there are any further problems.  We believe this complaint has been resolved.  

  Customer Answer

  Date: 11/22/2023

   
  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.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:02/17/2023

  Type:Product 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 applied for a lease in August 2022 and submitted a $250.00 application fee. My lease was rejected and I was told that my refund check would be mailed to me in six weeks. After many phone calls, I spoke with the Regional Director ***************, who promised that the check would be researched and someone would contact me in a few days. After many phone calls, no one contacted me. I called Zac again and reached him on January 5, 2023 and he again made promises to find out what happened.

  *********************** **************************************************************************************** managed by Freeman Webb
  

  

  Business Response

  Date: 02/21/2023

  We apologize for any delay in refunding ******************** administrative fee.  A check for the full refund amount was issued to him and was initially sent to the wrong address (*********** instead of Apartment C).  When the mistake was realized, a stop payment was placed on the original  check and a new check was issued on January 6, 2023.  This check was sent to the management ****** of The District to avoid any further problems.  The check arrived and **************** was notified that it had come and came by to pick up his check on Saturday, January 14, 2023.  Our staff apologized to ****************. This appears to have occurred before this complaint was filed, so we are a little confused.  We believe that this issue has been resolved.  We are sorry for the length of time it took to successfully refund the fee.

  Thank you,

   

  ***********************

  Executive Vice President and General Counsel

  Freeman Webb

   

  

  Business Response

  Date: 02/21/2023

  I would like to add that looking on this site for the history of complaint, it shows that a notice was sent on 1/6/23 and a second notice sent on 1/13/23, but has a blank for where those notices were sent.  The notice we actually received yesterday, 2/20/23, says "Better Business Bureau (BBB) received a complaint about your business.  The complaint was submitted on 2/17/2023 and was assigned an ID of ********."  We never received any notice of a complaint prior to yesterday.   So if the complaint was actually filed on 1/6/23, then it makes more sense, because the refund process had not been completed at that time.  I am not sure why we did not receive the complaint earlier, as both ******************* and myself were emailed the complaint yesterday and have our addresses on file with the BBB as representatives of the company.  Thank you for giving us an opportunity to look into this matter.  

  

  Business Response

  Date: 02/22/2023

  Thank you very much.  The timing was confusing me and I did not want the complainant to think that we were delaying in responding to him.  I appreciate it!