ComplaintsforBrookside Properties, Inc.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My apartment has not had working air conditioning since 09/03/21 and this is the second time the A/C has stopped working. It was also broken from 07/16/21 (move-in day) until 08/5/21 before hand. My rent is $1205 and the only compensation I have had was a $150 rent reduction which is not enough for only having working air for a month out of the 3 months I have lived here. I would like my landlord to be forced to fix the A/C or not pay until it is fixed.

  Business response

  01/02/2024

  Hello, I was going through end of the year BBB information and came across this. I know it has been quite some time but wanted to ensure this was taken care of. Thank you!

  Customer response

  01/04/2024

   
  Complaint: 18255417
  
  I am rejecting this response because:
  We were without working AC for months with little to no compensation. When our apartment flooded, we were not compensated for being displaced either. Your property is terrible and you should be ashamed of how you treat tenants. Youre only saying its *********** that we have moved out. 
  Sincerely,
  
  Treasure Brown

  Business response

  01/09/2024

  Hello, I am not sure if there was some misunderstanding but I found this complaint and was reaching out to see if the problem was resolved. Please let us know what we can do to resolve this for you. Thank you!

• Initial Complaint

  10/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been residing at the Marq at Vestavia and from day one I have nothing but issues. My multiple reports of having gnats, maggets, flies, and low water pressure in my apartment. The leasing office fails to take care of these problems. The move-in date changed several times. Once finally receiving a confirmed move-in date, the apartment was not move-in ready. Cabinets were missing, the apt. was infested with gnats, water pressure is super low, air conditioner freezing and leaking water. After three weeks of complaints the cabinets were finally fixed and the air conditioner issue was resolved. However, my apt. is still swarming with gnats and now maggets and flies. Complaints have been made to the leasing agents and still no resolution.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/25) */ Thank you for reaching out, we have investigated your complaint and after review, the office team has done their best to accommodate you in your request for immediate move-in, notifying you that cabinets would need to be replaced during your stay at your home. At the time, you expressed the need to move-in immediately and for that reason, additional work was required after move-in. While we understand that was inconvenient, you had agreed to those terms prior to moving in. Regarding pest control, we do have weekly pest control addressing the issues in your unit, and your compliance with that appointment and maintaining a clean environment both inside and in the exterior patio will assist with resolving the issue you are experiencing. In regards to your A/C complaint, we will have a member of our team address that complaint today and look forward to resolving these issues with your assistance. Thank you

• Initial Complaint

  10/01/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been living at The Roxbury in Memphis, TN (owned by Brookside Properties) since May 2021 and we have had more problems than I can name. Management puts a bandaid on the issues but doesn't actually fix them so they always come back. At this point, I just want to break the lease and move. This is the second time our ceiling in the kitchen has fallen and I'm so concerned about the safety of my toddler. Had he been standing in that spot, the debris could've hit him in the head. I have asked them what I can do to leave but they INSIST on me paying an extra month of rent plus almost $289.97 in fees. I think that is absolutely insane if I have probable cause for wanting to leave. The property gets a new maintenance man every month because the property is so hard to maintain they quit. The first one we had made the comment that he remembers the issue from the last tenant because he used to come fix it all the time. I think the whole property needs to be torn down and rebuilt. Or not.

  Business response

  10/20/2021

  Business Response /* (1000, 8, 2021/10/12) */ The Regional Manager of the community has attempted to contact the resident and has not been able to directly communicate with them in order to resolve the issues mentioned. We ask that the resident accepts and returns the calls at her convenience. Consumer Response /* (2000, 10, 2021/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the leasing manager and she let me know that corporate agreed to let me out of my lease within 30 days without penalty.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There has been an ongoing mold issue in my apartment. There has been no actual investigation by a mold company, and the front office is not receptive

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/09/30) */ We have thoroughly researched the situation mentioned. Since your complaint contains some falsities in facts, we have outlined them below for you to review; No moisture or organic growth was found on the structure, but on personal belongings only. Every one of your requests was promptly responded to. Your multiple requests for waived rent, free termination fee and requests that go against the lease signed by yourself, were denied due to the nature of the situation, but other options were offered to you. At no point were you ignored or dismissed. You have several fair options as provided to you in the email today at 3:50pm. We hope you are able to choose the one that works best for you. We would truly like to keep you as a resident at Hillson, but you have been provided options that are in line with your lease if you chose to vacate your apartment. Thank you. Consumer Response /* (3000, 7, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never once requested free rent, I have no idea where you're getting that information from but you're incorrect. If "prompt" is weeks later, then that would be accurate. You have neither explored the interior of the wall, nor have you looked at the HVAC system, which I also suggested to you while Ryan was in my apartment. I was in fact ignored and dismissed when the front office ignored my calls and hung up on me repeatedly. You all were also caught on cameras in my apartment saying that there was an issue, but told me in an email that there was not, so clearly you all are not dealing with the issue. Business Response /* (4000, 9, 2021/10/04) */ The resident will not be receiving waived rent nor waived termination fees, we do have emails stating her requests for both. Consumer Response /* (3000, 13, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never once asked for waived rent, I asked for a resolve to mold in my apartment. I also asked for honesty from staff as I've been told one thing but have camera footage of them saying the opposite. I have also never requested a waived termination fee, I was asking for proof in the lease of said fee. You may need to work on reading comprehension. Business Response /* (4000, 15, 2021/10/05) */ We have reached out to you directly with your options in resolving this matter within the terms of your lease. No additional offers are available at this time.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have had 11 years of on time payments to my rental property. New people came in and had me sign a new lease. 30 days before my lease was up I received a letter on my door saying in 30 days they were taking possession of my home and refusing to renew my lease. In the lease it says I was supposed to give a 60 day notice before lease was up and if I didn't it was up to the them to decide if they would let me or not. I truly believe they want me out because my apartment is much older and outdated than the others so I pay less rent. I have a new apartment for October but can't move in til the 18th and they said it was fine. A week before October and they're telling me they have raised the rent AND want me to pay an additional $150 for month to month. They want me to pay $895 for a moldy severely outdated old apartment. No one has even come in to inspect after I've made it very clear it needs to be updated. I should be allowed a prorate of original rent.

  Business response

  10/14/2021

  Business Response /* (1000, 9, 2021/10/08) */ This issue has been resolved privately with the resident and leasing office as noted by the resident. Thank you. Consumer Response /* (2000, 11, 2021/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I should never have been told my lease isn't being renewed to begin with. I don't think they can be trusted by anyone in the future and it scares me for others. But blessing in disguise getting away from this business if this is how they treat long time tenants.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of the apartment ( union at Jtown) April 27th 2021. I received my statement from the apartments stating that no damages were made to the apartment and i would receive the deposit in 4-6 weeks. When i didn't receive the check in the time frame I called towards the end of June to see if i can get resent again I asked for a confirmation that the check had been canceled but NEVER heard back from the office until July. At that time i ended up receiving the first check in the mail. Called the office 7/3 to see if this check was cancelled ***** confirmed that it was already cancelled and reissued on 6/21. It is now 9/15/2021 I still DONT HAVE MY DEPOSIT. Now they are requesting that i cancel it AGAIN but this time send it to their louisville office because there may be a chance that i get it faster that way. They wont even provide proof that it was sent out the second time They have given me that run around since i left. I just want MY Money so i can put this behind ME. RUN AWAY

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/17) */ We have attempted to send this resident a refund multiple times, and received requests that we reissue a check because she did not receive it both the first and 2nd time. When we did that the resident contacted us shortly thereafter and stated she did find it but we had obliged her request to cancel it by then and reissue a new check. We continue to resend new checks after cancelling the old ones. She was again sent a new check and again states she did not receive it and wants another one issued. We suggest the former resident check her mail in a timely manner and wait the full amount of time necessary for delivery before demanding a new check be issued. Most recently the resident stated she though the local post office may be holding mail for her at the office and would update us on her findings. Consumer Response /* (3000, 7, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I NEVER SAID THAT MY MAIL WAS BEING HELD. I have received all of my mail so far with out any problem oh wait except from y'all. Till this day I still don't have it. YALL RUNNN FAR AWAY. Business Response /* (4000, 9, 2021/09/21) */ The prior resident is welcome to reach out to the Leasing Office and acquire a new check at her convenience.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was informed that I needed to pay my rent by a money order or cashiers check so I did but then my rent was also automatically taken out of my bank account. I went to the bank and got a cashiers check for $724.73. A cashiers check costs $6.00. Then I had $720.68 automatically taken out of my account through the resident portal. This has caused a huge inconvenience for me. I had to use Uber to get to the bank which totaled $40. It's September 12th and I still haven't received my money back. I've had to borrow money from my parents to pay my bills and buy my groceries.

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/13) */ Thank you for your feedback Ms. *****, we have confirmed you will be receiving the refund for overpayment within 3-5 business days depending on your bank account. Please let us know if you do not receive it so we can investigate further. Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you! I didn't see a refund of the $1.95 processing fee. Also, I paid 6.00 for a cashiers check and $40 on an Uber to get to the bank. Can I have a discount on October's rent? Business Response /* (4000, 9, 2021/09/15) */ We have submitted your request to the Property manager of the Community who will be following up with you regarding your request. Thank you.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am living at a Brookside managed property called *********** in Birmingham, AL. There was a management change and I have a leak of unknown origin that is causing an immense amount of mold. This issue has been reported over 7 times and the manager will not respond. I called today to see the progress and was cursed out by the property manager ***. I would like to move out as soon as possible as this is a danger to my health and all tenants of the unit.

  Business response

  08/25/2021

  Business Response /* (1000, 8, 2021/08/16) */ All repairs have been completed by the team onsite and we have spoken with the resident multiple times regarding this matter. Further communication has been via email between the resident and the Regional Manager.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Maintenance requests not being done and property managers not responding

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/10) */ Upon research into the issue this resident is experiencing, we do see that she has submitted service requests for a clogged sink which have all been resolved within 24 hours. There is no additional resolution at this time available.

*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. ↩