ComplaintsforBrookside Properties, Inc.

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Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was looking at places to rent in the city Im moving to soon and I emailed the Element Lexington apartments to ask a few questions about amenities. Since then, ************************************************************************************ my name, listing my legal name as a primary and my private email address. ******************************* is the person who made the email and application and says they do it all the time, and wasnt helpful at all until the fourth time I called and demanded that my personal information be withdrawn and my application deleted, which was just met with an mhm. Im unsure of whether I have to lock my credit score because I need it to be visible to other renters since Im still applying to places to live. Ive attached the screenshot of the email where this person made an account in my name with my personally identifiable information without my permission and without asking, I abruptly noticed this email this morning.
Business response
07/16/2024
The application has been cancelled and the credit for ****** was never ran.
Customer response
07/17/2024

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
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I live at ***************************************** in ********** **. I am sick and tired of this place. they have continued to complete work orders when they were never completed and it has led them to take over 2 months to fix a TOILET. I asked them to come back on Wednesday but they complete the work order in the system so they never get a reminder, and they end up forgetting. It always puts it back onto us to create another work order, to call them for literally the fiftieth time to ask for a TOILET to be fixed. Its literally a part I can buy at a hardware store, but I shouldnt have to because thats what maintenance is for! They have told me that part has been on order for over two months when in all reality they dont care. Since they have cut down a majority of the **** and trees, against all the tenants wishes, all the bugs and animals that have lived there have now decided to make our apartments home. They arent open on Saturdays like it says on ******* They never answer the phone and you never know when they will be in the office so god forbid you actually need something from them, you have to actually go up there and see if they are there, which most times they are not. This new company *****, and I have contacted their management office and still nothing. There is another tenant that has went without HVAC for over 5 days and its been over 100 each day, they dont care. They arent treating it like an emergency. Something needs to be done and I am tired of it getting put back on the tenants. What they are doing is clearly illegal. They do not care. They have literally been called cheap by other leasing agents. I am just tired. ai have spent over ****** dollars and will end up spending over ****** by the time my lease is over.
Business response
07/09/2024
As far as office hours go, the office is open on Saturdays from 10 to 5 and is only locked for the leasing agent's lunch or when they are out on tour. Monday- Friday the office is open from 9 to 6 and someone is always in the office. Plus the resident portal and emergency lines. The maintenance team has tried to gain access to the residents apartment but was denied entry, which was noted on the work order. The property is going to reach out to the resident to see if they are available tomorrow or this Thursday to enter the unit.
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Our ** unit has not been functioning for the past 5 days. The maintenance staff of Views of *********, owned by Brookside Properties, has been to our apartment twice. They state the issue is resolved though our home stays at 75 degrees regardless of the thermostat setting. We were out of town 6/21-6/23. When we returned, the ** unit had been set to 65 degrees by the maintenance staff regardless of the ** unit malfunctioning. My husband and I never set the temp below 70 since the unit has stopped working. There was no notice of their entry. What alerted us was the low thermostat setting and our laundry room in disarray as they needed to get to the vent. -- On 6/24, maintenance returned to our unit, vacuumed the air duct, and stated the problem was solved. After the staff member left, I monitored the thermostat. Though the staff member had sat the thermostat to 68, it took 4 hours for the temperature to decrease from 77 to 75 degrees. It stayed at 75 degrees until 3 AM regardless of being sat at 68 by the staff member. Views of Brentwood/Brookside Properties is not listening to us. We ask that they cover the difference in our electric bill as their limited action is costing us. We ask they install a window unit until the ** unit is functioning properly or replaced. In April there were forced renovations. During these renovations I came home to find a man standing on my bed, our personal property not respected, used our toilet and left the seat up, and they left debris everywhere. The new fridge and stove that were installed were already scratched. We do not want to be held liable for these defects. The previous appliances were fine. Our leaking sink, faulty shower head, missing closet door ****, and wasps, should have been a higher priority.
Business response
06/27/2024
The resident emailed the community manager on Friday the 21st about the ** not being cool enough, to which the manager submitted a work order. Maintenance entered the apartment and adjusted the thermostat from 75 to 65, since it was 90 degrees outside. Regarding the renovations- the office team provided ample notice and maintenance team cleaned the area daily of boxes & old appliances. The community manager let the resident know that the scratches on the new appliances were notated and would not be charged at move out.
Customer response
06/27/2024

Complaint: 21900377

I am rejecting this response because:
I have written the property daily since 6/20/2024. Regardless of the low setting maintenance sets the thermostat, the unit stays at 77 to 80 degrees. Simply, you can set it at ***** all you want, our apartment is not cooling off. Our bedroom stays at 8-00 degrees so we are sleeping in the living room where its cooler by 3 degrees. As documented multiple days, it takes 4 to 8 hours for the apartment to cool even 2 degrees. The unit is aged out and needs to be replaced. Per your lease, you need to be taking action to remedy the issue.
Sincerely,

*************************
Business response
07/03/2024
On July 1, 2024 the maintenance supervisor cleaned the coils, checked the pressure and the unit is working properly.
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
For 11 months, the washer has had a service code 59 coming up. Initially, it would spin and clean clothes, but it stopped. Now the barrel does not rotate the clothes to clean them, Just sits there getting the clothes wet and times out without moving at all. It does not spin. Staff is in breach of lease agreement. They provide appliances so they are responsible to maintain them. They refuse to replace this washer or fix it. They say it works. They don't sit here and watch what it's doing. I taped it on my phone and maintenance refuses to watch it, fix it, do anything. **** is just out sick again, no worries. Maintenance is never here and when he's here he does nothing. He keeps closing the work orders to replace this washer. I want a washer so I don't hurt my back worse carrying heavy clothes up and down stairs to wash them. The mold in the washer is unsafe. The roof caving in is a problem, but the least of my worries since I need a washer and they refuse to replace it, fix it, and expect me to pay more money in coin operated machines, hurting my back worse. It is their responsibility to maintain appliances since they offer them. What they are doing is heartless, hateful and unacceptable.
Business response
06/26/2024
The resident has been in communication with both the property manager and maintenance team since last week. She initially reported the washing machine was not spinning, the maintenance team went to check it out, and confirmed it was spinning. Her washing machine does need a new control board, which will take weeks to get the part delivered. So they have relayed to the resident they will swap out her washing machine with one from another unit. Unfortunately both the maintenance guys have not been in the office at the same time this week, due to medical issues, to make the swap. The attached photo does not show mold.
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My pregnant wife and two kids and I are tenants at ************************* apartments in **********. We have rented here ~2.5 years.Our dishwasher machine broke down in the middle of a cleaning cycle, over six weeks ago on 4/19/2024. We submitted a service request on 4/24/2024.Over 30 days passed with no communication or service from our landlord/property manager or maintenance person.We submitted a second service request on 5/30/2024.This second maintenance request generated some correspondence from our property manager, ******.****** told us that he was not able to do anything because he was waiting on approval from his regional manager ******. (****** was the previous property manager here before she got promoted to regional manager.) We told ****** the mold smell coming from the dishwasher was becoming very pungent, and unhealthy for us, and requested that if it cannot be repaired, it be removed. He told us that he was also waiting on approval from ****** to get the ** removed. On 6/12/2024 I removed the dishwasher myself, because no action was being taken, and the mold smell coming from the dishwasher was affecting the health and well-being of my family.I purchased about ~$30 of supplies from the hardware store to properly disconnect the ** and plug/cap all plumbing connections. I placed the removed ** outside of the office and attached a copy of my hardware store receipt to the dishwasher for reimbursement.The next day we received a letter demanding that we remedy the situation in 14 days but didn't specify what the remedy is. I called ****** and asked for clarification, and he told me that he didn't know what the desired remedy was either. ****** had told him to send the letter to us, and that she would "tell him what was needed to remedy the situation", but she never followed up with him.***************************************************************************************************** ************************************** ********************************
Business response
06/28/2024
The regional manager received a request to purchase a new dishwasher from the community manager on June 12 but wanted the maintenance team to check it out the following day. On June 13, the maintenance team neglected to check out the washing machine. So on June 17, the regional manager advised the community manager to go ahead and purchase the new unit, since the ball had been dropped. The regional manager initially wanted to get a second opinion the dishwasher error as many had been replaced in the last few months. The new dishwasher has been installed.
Customer response
06/29/2024

Better Business Bureau:
Thank you for your prompt communication and work on this.

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
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Im a renter at ************* in ***, **. Ive been living here since 2020. Ive had several issues while living here but the main two are back in January when it snowed/iced, my heater didnt work. It got down in the negative temps that week. I did have two space heaters which saved me from freezing to death literally! My electricity bill though was almost $200!!! My current issue is the air conditioner has not worked since May 24th! A maintenance man brought me a window unit after I requested it on May 28th. Even though I have it running on the lowest possible setting, it is still over 80 degrees in my apartment. I put in a maintenance request on May 24th, went to the apartment office on May 25th and was told that they were waiting on the company to come fix the ACs. When I asked the lady when that would be she said they didnt know. I have sent several emails since then and havent gotten a response. I even contacted Brookside Properties and ********************* was the only person who responded and said to Please be polite and respectful with the employees. Im sure they are doing everything they can.
Customer response
06/14/2024
The temperature in my apartment currently is 84 degrees with the window unit at low as it will go 62.
Business response
06/17/2024
HVAC company came out last week and the property received a bid for a total replacement that ******** the community manager, is sending to the Regional Manager for approval. The resident does have a portable unit in their home in the meantime. As for the heat and the month of January, neither the Community or Regional manager were with Brookside at the time.
Customer response
06/18/2024

Complaint: 21851466

I will not be accepting this response until my a/c is fixed.

My window unit has been running as low as it will go this past weekend (6/15-6/16) I kept all of my doors closed (bedroom and bathroom) and it was still 83 degrees in my apartment.

Sincerely,

*******************************
Customer response
06/23/2024
Its currently 86 degrees in my apartment with the window unit set on the lowest setting (62)
Not only do I want my a/c fixed, I would like a big portion of my rent for the month of June taken off because I have not had air.
Customer response
06/25/2024
Hi I understand that my air will more than likely be fixed this week which I am so thankful for! However I have had one heck of a month trying to get yall to fix it. I understand I have a window unit Actually its just a portable A/c that you guys call a window unit. It has still been over 80 degrees in my apartment all month. (since May 24th) Ive had to take cold showers just to cool off. Ive had to run fans constantly. I really dont want to see my electric bill! *** also had to stay elsewhere quite often because it got to 89 degrees in there. I would like a concession on Junes rent.
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
85+ outside and no a/c, front office alleges they had people out at a convenient time when I'm unavailable, that was two weeks ago and the unit is still unlivable most days due to excessive heat.
Business response
06/03/2024
The team does not have a key on site for his unit. We understand that the property should have a key on site and he has expressed this several times. He is not willing to allow the team to make a copy of his key to enter when the contractors are on site.
Customer response
06/05/2024

Complaint: 21743159

I am rejecting this response because:
Compromised MY own safety by failing to notify me that they had lost their copy of my apartment keys. Had to read in-between the lines of the vague responses I've received from the front office. I was in there last week and offered them my key to make a copy but they changed their minds when I actually said to do it. I work full time and dealing with the poor living conditions and unprofessional staff here has been a complete nightmare.

Sincerely,

*****************************
Business response
06/11/2024
***************** has not returned to the office for almost two weeks,and we are still unable to enter the apartment as he has not provided a key.********, our regional manager, has also been present when we requested the key, but he still refused to give it.

*****************************, Community Manager at Icon Lakewood.
Customer response
06/12/2024

Complaint: 21743159

I am rejecting this response because:
Why would I keep wasting my time in the leasing office? I tried to work with them for months, never ending excuses as to why they can't make the apartment livable. Actually brought the a/c problem up during the winter time when (big surprise) the heat was not working. As I said in our last communication, I offered my key so they could make a new copy for their maintenance team however after I said yes go and do it the lady I wasn't talking to inside of the leasing office chimed in and said they are still unable to make a copy.

Sincerely,

*****************************
Initial Complaint
03/29/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I live on a property owned by Brookside properties called The *********************. I discovered mold the color black growing in my hvac unit sometime around November of last year and I reached out to my landlord to notify them about it. I was very concerned because I do have a respiratory illness and I cannot live in an environment that triggers my asthma. I was having random sinus pressures, headaches, and other symptoms that mimicked an allergy, and I began to fear that it was being triggered by the mold. When I notified my apartment manager, I mentioned that I would like to have a professional inspector to come out and take a look to see where it may be coming from and to test the mold to make sure it wasnt something that was risky for me. I believe all mold is triggering to a person like me with health issues, and I wanted to have the issue resolved as soon as possible. The landlord came down alone without an inspector after receiving photographs of the mold. She told me that she wasnt convinced it was mold and refused to send out an inspector. Corporate never responded to my emails either as I was trying to encourage them to come and look themselves if possible because mold is not an issue to be taken lightly for a property foundation especially. The mold progressively grew in my house all throughout my hvac system. I strongly believe that this happened due to the property managers negligence to handle the mold when I first made her aware of it. The mold eventually grew even on my personal things. I pleaded and begged for them to send out someone to come and take care of the mold. Corporate never acknowledged the issue and still hasnt responded to my emails. After numerous attempts to have someone come out and address the mold. I received an attorneys letter from them stating that they could let me out of my lease early without penalty, but I would have to forfeit my security deposit and they wouldnt replace any of my things that were damaged from mold
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The tenant up stairs from ** has flooded our bathroom 6-7 times and we are concerned about mold now, reported it to the manager of apartment complex that thinks repainting the area fixes everything and she said that takes care of the mold. She refuses to give her bosses number to get a resolution
Customer response
03/25/2024
Issue has been resolved
Initial Complaint
02/26/2024
Complaint Type:
Order Issues
Status:
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.
On 11/2023 I send a lease with ************* stating that my rent will be $1,209. That was the price I paid for dec and jan. **** February rent it was ***** feb rent $1,567 with no explanation. Bith these amount were without any late fees
Business response
02/28/2024
Hi ********, we strive to provide exceptional customer service and apologize for any misunderstandings. Per your signed lease agreement, rent is $1,199 plus a $10 building fee. Water and Sewer is billed with rent but is not included in the rent, so there is a bill for those on your ledger. We hope this provides a better understanding. Please contact us with any other questions, directly!

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