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:03/15/2024

  Type:Order 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 have no had ac since the February and it has been 80+ in my apartment and it was just fixed yesterday after multiple attempts to get an hold of the apartment managers. I specifically told them to not let anyone in my apartment if I am not there since I live alone as a female and do not feel comfortable about it and they continued to let maintenance men in without me being there and then tried to hide it from me.

  Business Response

  Date: 03/15/2024

  To whom it may concern,
  
  
  Regarding ***************** grievances, we would like to address the concerns pertaining to the air conditioning (**) system:
  
  
  1. The initial report of the ** malfunction was received on February 27, 2024, at 8:15 am. Prior to this date, there was no indication of any ** issues. Upon notification, immediate action was taken to engage our HV** service provider for repair. The ********* managed to restore functionality temporarily and advised a complete replacement.
  
  
  2. Subsequently, on March 8, 2024, at 2:27 pm, ************************ was duly informed of the scheduled replacement by our HV** technicians. The entire unit was successfully replaced on the same day.
  
  
  3. On March 14, 2024, at 1:16 pm, ************************ reported continued cooling issues post-replacement. Promptly upon receipt of her complaint, our HV** service provider was contacted for further assessment. It is pertinent to note that our HV** service operates independently from our maintenance team, and while efforts were made to synchronize schedules, precise timing coordination was not feasible. Despite **************************** request for the ********* to wait, the repair was concluded before her arrival. Upon inspection, ************************ confirmed satisfactory ** functionality.
  
  
  4. It is important to clarify that our actions were in compliance with the lease agreement, which allows access to units for maintenance or emergencies without prior notice. While we endeavor to accommodate advance scheduling requests, circumstances necessitated an immediate response in this instance. Additionally, all contractors are instructed to adhere to strict protocols, including multiple announcements prior to entry and validation of credentials.
  
  
  We are prepared to furnish any documentation required to substantiate the aforementioned sequence of events. Furthermore, it is noteworthy that ************************ has expressed intentions to terminate her lease due to budgetary concerns and a desire for alternative living arrangements. This complaint appears to coincide with her efforts to explore lease termination options without incurring associated charges.
  
  
  Please do not hesitate to contact us should you require further clarification or assistance.
  
  
  Sincerely, 
  
  
  *******************;
  Treehouse Property Manager

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  My daughter is a tenant in the Treehouse Apartments. She likes her apartment and living in this location. However, her air conditioner is broken and the management is not addressing this issue. She has made many phone calls and left many repair requests. It is currently 95 degrees in her apartment and since we are in early July in ***** it will only get hotter. This is not the type of repair issue that should be ignored.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a tenant of the apartment complex concerned at the unit number 814.I have informed the apartment complex about a few maintenance needs at our unit. A couple of them are very urgent and they are following:1) Many doors including the front door of the apartment and one bathroom door is not closing properly and as a result we are unable to lock most of those doors in the apartment. Especially we are unable to lock the front door which is a serious security concern. Also we are unable to lock the door of one bathroom, which is a privacy concern among the residents of the apartment.2) The hot water is continuously leaking through the faucet of one of the bathtubs. As a result it is causing rust on the drain and chlorine accumulation on the faucet. This is also making the rooms unnecessarily warm and hurting us in the electricity bill.The management of the apartment complex have been informed about these maintenance needs more than a week ago and despite the urgency of the maintenance needs none of them have been addressed by the apartment complex as of yet.

  Business Response

  Date: 08/25/2022

  Good evening ******,
  
  Here at Treehouse we take all complaints by our residents very seriously, as we pride ourselves on exceptional customer service. In regards to the complaint at hand, the first maintenance request was made via a hand written request on August 23rd, 2022 Tuesday of this week. My assistant manager informed our maintenance staff that we had received a maintenance request and informed our team of the situation. We handle all of our maintenance requests by date received in accordance to what is deemed high priority to low priority, as we receive several maintenance requests daily. We did acknowledge that the front door is a security issue and our maintenance team acknowledged that the front door was addressed properly. The next day Wednesday, August 24th, 2022, is when the resident came to speak with my assistant manager again, regarding the rest of the repairs that have not been completed, she informed the resident that we will get them addressed, however they are not considered a high priority as our maintenance staff is currently focusing on only high priority work orders since we have an abundance at the moment. A high priority request to our team is described as the following: ** outages, electrical outages, appliance replacements/repairs, main entry lock issues, and water leaks and damages that are not contained which if not handled properly/quickly can lead to mold and extensive damages. We would love to be able to address every work order immediately, however we do have a rather large property and have to focus on which issues are more concerning and when they were submitted. Unfortunately the bathroom lock was not fixed immediately, because it was seen as a medium priority due to the fact that we do not offer roommate matching services and we only rent by the unit not by the bedroom. Which means all residents who move into our property are made aware that the person they live with must be someone of their own trust, relation, and/or choosing as we are not involved. In regards to the hot water leak, since it is leaking into a contained source such as a bathtub, this is not seen as high priority as it will not cause detrimental damages to the property. In addition, a hot water leak will not alter the temperature of an entire apartment, nor will daily hot showers and baths. Here are some factors that can alter your electric bill: ******** Changes, Additional appliances or equipment use, appliance efficacy, and living habit changes such as leaving lights on or turning the ** lower. Furthermore, water is included in the monthly rent price so even if there is a leak it will not affect the amount of rent the resident pays as we do not charge for water usage. With that being said, I have sent maintenance back to the apartment today to put a brand new deadbolt on the front door to ensure that the front door is 100% secured for safety purposes. Management is aware that there are still repairs left to be addressed and we are working to get them on schedule within a reasonable timeframe of 5 business days.
  
  Best Regards, 
  *************************** | Property Manager 
   ************ | Fax: ************
   Treehouseapartmentscstx.com  
   200 **************************************
  College Station, ***** *****

  Customer Answer

  Date: 08/25/2022

  Complaint: 17764624
  
  I am rejecting this response because:
  
  Regards,
  
  *****************

  Customer Answer

  Date: 08/27/2022

  Complaint: 17764624
  
  I am rejecting this response and here are the reasons.
  
  First of all the claim that I submitted the handwritten complaint on 23rd is false. It is true that I submitted a handwritten complaint, because that is the only functioning way I have been able to submit an work order lately. Under the previous management there was an option to submit work order through their website. That's not there any more. Most of the time I called their office their phone goes unanswered. I have also tried emailing work orders previously this year and did not receive a reply nor the work order was addressed. Since I submitted a handwritten work order I do not have any document to show when I submitted the work order but according to my memory it should be August 15th or 16th. It is true that I went to the leasing office to check back on the status of the order on 22nd or 23rd (I am not exactly sure) but that's not when I submitted the work order. Here is what I did: I submitted one work order regarding two issues, doors (including the front door) not closing properly and continuous hot water leak at the bath tub of the bathroom of the master bedroom, on 15th or 16th August, 2022. I submitted another work order regarding needing the replacement of a light in the kitchen a couple of days later, on 18th or 19th of August. If the management uploads the copy of the work orders I submitted then it should reflect the date they were submitted also.
  
  I agree the front door issue is fixed, thank you for that, but it was not fixed until 25th Aug, which is more than a week after I submitted the work order. Still there is the guest bathroom door that is not fixed yet. I agree the other doors inside the apartment may not be considered high priority and so I tried asking the lady in the front desk, around when I can expect that door to be fixed and she said she can not give me an estimate. She told me that she has received the order and given it to the maintenance but in which order they'll address it is something determined by the property manager and so she can't tell me when they will be addressed. I agree that we know each other and the lease is not for the individual bedroom, but there is a bathroom door and a lock on the door for a reason. The issue is at the guest bathroom, and when some guests come in and tries to use the restroom they can not be made aware of the code we establish among ourselves. Neither a guest would feel comfortable using a bathroom that don't lock. It's been 10 days already since I submitted the work order but nothing have been done and also the management did not give me an estimate when we can expect it to get fixed, that means we don't know how long we need to wait avoiding inviting guests in our apartment. I feel that is definitely an inconvenience and in this case I do not see any sign of Treehouse management taking the complaints by residents seriously.
  
  Regarding the leak in the bathtub: Ten days have already passed since they received this not "high priority" work order and nothing has been done about it. Although I agree with the management's claim that a leak in the bathtub is contained but I don't quite agree with the claim that it can not cause detrimental damage to the property. Please have a look at the attached pictures. The continuous presence of humidity is definitely not creating a good living condition in the bedroom attached to the bathroom. Along with that, continuous presence of water at the tub is causing rusting.  It is also damaging the paint of the part of the bathtub where the hot water is flowing through. Please look in the images attached. It it also causing chlorine deposit on the faucet, again visible in the attached picture.
  
  
  Regards,
  *****************