ComplaintsforBerkshire Lakeway Apartments

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/16 due to the freeze, a pipe busted in our apartment above our master bedroom. Ever since then Its been 26 days since our walls have been exposed, There is no Sheetrock on certain walls in our master bedroom ceiling and throughout the apartment.All our fire alarms and carbon monoxide detectors are disconnected and have been since 01/16/24 We have no knowledge of when or who is ever going to fix this problem.We have asked the office numerous times and neither them nor the regional manager know when it will be fixed.We were displaced for 10 days and were denied our request for a pro rated rent for those days. Its been a horrible experience going through this tough time.

  Business response

  02/26/2024

  At Berkshire Lakeway we act within the confines of the lease contract, and I wanted to address your concerns regarding the repair process and the ongoing updates provided during that period. As of Friday, all repairs have been completed.
  
  
  
  
  

  Customer response

  02/29/2024

  Complaint: 21279175
  
  I am rejecting this response because: 

  you not only lied about being communicative of the ongoing construction, your assistant manager also almost physically touched my wife aggressively demanding that she leave the office when she wanted answers regarding the mess the construction crew left and no one communicated to us anything. I would really like to see all the times you communicated with us through text or email or phone. I guarantee you less than a few times if that.Show me your communications with us.

  
  Regards,
  
  *******************************

  Business response

  03/05/2024

  We understand the inconvenience of being displaced while the freeze damages were being addressed but we would like to reiterate that we maintained open communication with you throughout the entire process. We even provided you with the option to wait in our model unit until you could contact your insurance company for assistance with accommodations in a hotel. Furthermore, we offered you the choice to transfer to a different unit, ensuring your comfort during the repair period but you declined. All repairs are completed, and we have responded to your request for prorated rent. 
  
  Also, here at Berkshire Lakeway, it is crucial to emphasize that we never engage in any form of aggressive behavior towards anyone. However, we would like to remind you of the agreement to communicate and conduct yourselves in a lawful, reasonable manner at all times when interacting with us. It is essential to address the recent incident where your wife visited the office, raised her voice, and made demands. Such behavior is not acceptable and does not align with the standards of respectful communication we strive to maintain. 

  11. Conduct. You agree to communicate and conduct yourself in a lawful, courteous and reasonable manner at all times when interacting
  with us, our representatives and other residents or occupants. Any
  acts of unlawful, discourteous or unreasonable communication or
  conduct by you, your occupants or guests is a breach of this Lease.

  15.4. Your Remedies. Well act with customary diligence to
  make repairs and reconnections within a reasonable
  time, taking into consideration when casualty-insurance
  proceeds are received. Unless required by statute after
  a casualty loss, or during equipment repair, your Rent
  will not ***** in whole or in part. Reasonable time
  accounts for the severity and nature of the problem and
  the reasonable availability of materials, labor, and
  utilities.

  19. Resident Safety and Loss. Unless otherwise required by law, none
  of us, our employees, agents, or management companies are liable
  to you, your guests or occupants for any damage, personal injury,
  loss to personal property, or loss of business or personal income,
  from any cause, including but not limited to: negligent or intentional acts of residents, occupants, or guests; theft, burglary, assault,
  vandalism or other crimes; fire, flood, water leaks, rain, hail, ice,
  snow, smoke, lightning, wind, explosions, interruption of utilities,
  pipe leaks or other occurrences unless such damage, injury or loss is
  caused exclusively by our negligence.

  Customer response

  03/05/2024

  Complaint: 21279175
  
  I am rejecting this response because:  Im amazed that throughout this whole ordeal you have communicated with us more through this BBB complaint than to when we reached out to you regarding the entire process we went through. First, the Busted pipe, the lack of communication, the mess we had to live with, being harassed I feel for reaching out to the city to have our apartment inspected, 2 years our kids have wrote with chalk and right after all these reports began you give us a violation for chalk in our sidewalks. I am truly saddened that this is the way Berkshire Lakeway Management conducts itself. All we ever wanted was communication and some guidance in what we were going through. Instead we were met with hostility, no communication , definitions disputing certain words we wrote on our emails, codes from the leasing agreement accusing us of wrongdoing, retrieved a violations on file for my pregnant wife asking questions, i honestly think i will have to contact a lawyer because i feel the harassment will not stop.i never imagined a pipe bursting in our apartment would add more chaos into our lives still from 01/16/24 to the present time.
  
  Regards,
  
  *******************************

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