Complaints

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• Initial Complaint

  Date:09/17/2024

  Type:Facilities 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.

  In August 2024, I was doing a deep cleaning our closets, a general re-organization, and I found many items in mold - which is very strange. We have only lived here for almost 3 years our items should not be moldy. I noticed spots on our ceiling vents that look like mold. I entered a service request to the apartment. I also spoke with a manager in the leasing office that completely disregarded the fact that my items are in mold. A service manager came to the apartment to take a look, and said that a 3rd party was going to come and clean our **** system. The property failed to properly set an appointment up for this (cleaning requires you to leave your home for a few hours) and on a random day a male showed up to do this without my approval or knowing it was happening. I received a letter from a lawyer stating if I dont let this company come and clean the **** system the next day I would get evicted. I allowed the company to come and clean. But, my items are still moldy. Before this cleaning was done I paid a company (PUR360) out of my own picket to do a mold eval - in which the results came back positive from a swab on our vents. I was terrified that I will have awful health problems from this situation.

  Business Response

  Date: 09/17/2024

  On August 5th the resident ****** in 1302 sent an email through Active Building at 11:17 pm notifying the office that her vents had what appeared to be growth. On August 6th ****** came into the office and spoke with the Manager. She stated what the issue was, and I informed her that the first thing that needed to be done was to have the Maintenance Supervisor inspect her unit and that after the inspection we could schedule a vent clean. She stated that it had to be on a Saturday.  At 6:00pm on August 6th, the Assistant Manager responded to her email, confirming that her pictures were received and that she would have her vents scheduled to be cleaned either Friday or Saturday but would confirm with her on the date once we heard back from the vendor.  On August 12th the vendor confirmed that he would be able to clean the vents on August 17th. The leasing team contacted ******, but she did not answer so a voicemail was left at around 11:07 am. On August 17th, the vendor arrived at her unit, however she would not give him access. The vendor informed her that he was there to clean her vents, and she claimed that she was unaware of the scheduled service. She brought up her concerns for the unit and so he offered up to clean her vents again since that is what he was there to do. She informed the vendor that the apartments haven't done anything for her, and he told her that wasn't true because he was scheduled by the office to come and take care of this issue. She finally allowed him entry into the unit to take a look. She stated to the vendor that she would rather leave it in the condition it was in so that the property can be responsible for maximum damages to her belonging.  On August 21st we notified our Attorney. The Attorney sent a certified letter to ****** on August 29th demanding access to her unit to service her apartment. The Attorney gave her a deadline to respond to the office by August 30th. On August 29th ****** responded to the property stating that she would allow access to the vendor on August 30th. The repairs have been made to her apartment and there are no further issues that we have been made aware of.