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:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 resident a ************ in ******* *******. I have been making a complaint for over a month now to the management that I do not have AC and it is constantly going of or completely shutting down power in my unit. At this point i feel unsafe living here and still have not gotten a solution. Management is not taking anything seriously to fix and have my unit in living conditions even when it has been made clear it is always beyond hot . Multiple maintenance request have been made and still no solution.

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We moved into our unit in February 2024 and have continually had pest control problems from the first night. We have recieved several treatments for roaches, had an infestation of biting midgets which resulted in over 100 bites on my body, and on May 1st were treated for bedbugs. We have reported the unit to city of ****** and they recieved a code violation for not resolving these problems. Prior to the bedbug treatment we were told it was a $400 charge, and we requested multiple times to speak with corporate to discuss as we do not believe we should be liable for pest control charges since has been an ongoing problem since movein. Both we and the pest control company have repeatedly requested an inspection of the other units in the building to find the source of the problem and the leasing office did not give authorization for this until AFTER our bedbug treatment which means we endured over 3 months of pests before any other inspections were done. On May 9th we received notice that our account was past due $428 (even though the charge was not posted May 1 when rent was due and should not be considered past due). No one from corporate has responded to numerous requests for a discussion, and no one confirmed we would be responsible for the charge prior to service. We would like the BBB to assist with the removal of this charge as we are not the unit responsible for the pest to begin with, the corporate office has never responded to our requests to speak with them, and they gave no confirmation prior to service that we would be charged.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 apartment has roaches, and the treatment/pest control apartment did were not working at all. I've been living in the apartment with roaches for almost 3 months now. I called the apartment about the roaches problem December 2023.They sent people to do pest control on Feb 2024 (after service no one leaving any paperwork informing that people entered my apartment)I complaint to the ****** in person again that the pest control was not working. They sent someone to did a clean out for my apartment In March (after service no one leaving any paperwork informing that people entered my apartment)They sent second time pest control service (after service no one leaving any paperwork informing that people entered my apartment)Roaches are everywhere now in my apartment, I cannot sleep at night and all my food was polluted. I requested a transfer the beginning of the **** ****** worker said will get back to me but never. I requested a transfer again with the property manager but she want me to give another 30 days notice and repay the application fee. I feel like I'm also being discriminated against because I'm Asian, do they need to do another background check on me just transferring me to another apartment. If not, why there is an application fee again?? I paid that when I applied the apartment already, and this is not my fault. I would like to terminate my lease now because when I signed the lease, the apartment promise me a pleasure/luxury living experience but now they're not offering me that, which they broke their promise. Roaches pictures and videos on hand.

• Initial Complaint

  Date:03/12/2024

  Type:Product 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.

  I lived at *********************** which is owned by Birchstone Management I moved out of there January 22 2024 after everything was said and done I had deposit refund coming back in the amount of $1069 which I still have not received as of today I went back to the apartment management and ask them what was going on and they claimed they didn't know anything and that Birchstone was not answering her calls and its not answering my calls I have called them almost every day for 3 weeks with no return call. Manager claim she has no way of getting in touch with them but money was taken out of my deposit for a cleaning fee so somebody has to know something All I want is for them to send me the money that they owe me at this point I had to resort living in my car because the money they owe me was for my deposit on the new apartment and I didn't have it and I still don't have it. I'm not asking for a handout I'm asking for what they owe me The money that I owe them they took out but they won't send me the rest of my deposit or even have the courtesy to give me a call and let me know what's going on All I want is my deposit

  Customer Answer

  Date: 04/12/2024

  Finally heard from the company after 3 months they finally sent the check out. I guess better late than never. Thank you 

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Renewed an apartment lease for my son in January 2024 and it took over 2 months to process. During that time the apartment over charged the account $797.10 and threatened eviction if not paid. In February they (*** office manager) acknowledged the over charges and claimed they would refund the money but it has not been refunded as of 3/4/24. It is now 3/4/24 and they again overcharged the account by $150.10 again and if you do not pay the overeager, they will charge you $180 late fee.Because I do not live in the same city I have to call the office to address the problem. They will not return my calls, they will not return my messages. *** the office manager will not come to the phone or return my calls. *********************** is the district or area manager; I have emailed her but no response....the apartment will not share her phone number with me. There is no public phone number on website for the Birchstone Residence corporate office so I cannot reach out to them for assistance.

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 CURRENTLY BEING EVICTED BY BIRCHSTONE RESIDENTIAL ( ********************* due to discrimination and retaliation I was born with cystic hygroma and I have a statement and witness and I heard myself talking bad but from a previous employee my name is BIG FACE and I had it know I was aware that ******************************* , *********************** , ************************* they have been harassing me after hours they have people riding around my home entering my home also was told not to fix up my apartment ignore me my calls are blocked even the corporate number which is forwarded to ******************************* telephone directly she calls back to take her own complaints the way I have been treated harassed thrown out my child and I I truly need help I cant be homeless due to their personal hate towards the disabled

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been without ac in my unit for 3 weeks and was told by maintenance today that my ac will not be repaired because it's cooling off outside. It has been hot and unbearable. The office has been rude unprofessional and frankly said they don't give a s*** about me but they gladly took my full rent but i have a half a** apartment. I have been more than tolerant with the office staff but now I am at the point where this needs to be addressed with someone other than the office staff. I feel that because we have had to practically beg the staff is retaliating against and refusing to fix or replace the unit. When did an office manager get the authority to decide that my unit doesn't get to have ac? She keeps telling me because it's cooling down I don't need air and keeps trying to educate me on how an ac unit works. I pay way to much in rent to have to live like this and to be treated this was. My next steps are to contact my attorney, the bbb, attorney General, housing authority and what ever other entity I can to see that this issue is resolved. This is unacceptable, retaliatory, and truly feels as if we are being discriminated against. This new office staff has been the worst. There are tons of issues and don't get me started on the freaking water issues. But something has to be done asap with my ac and the treatment from this office staff. I want my unit repaired immediately.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled a tour and toured the apartment I explained to them that I was relocating and they said that was fine they just needed my proof of income. I paid the application and processing fee to be later told o could t have my application done due to my income being out of town. When I asked for my money back they said it could not be refunded which is not right because they dont run my application. I asked for the corporate number as they have ignored my messages

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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 been residing at ******************** since May of 2022. I have had a sever ant problem for months. I have asked pest control to come almost every week, and when they come it seems like more ants appear. I have had to take my 2 year old son to the doctors due to the bites in his body forming allergic reactions. The ants are everywhere in the home. In our beds, in our drinking water, inside our food, in our bathroom, in our clothes inside the closets. Anywhere you can imagine there are a pile of ants. I have thrown out a lot of food due to it being full of ants. Pest control has mentioned that the outside of the apartment needs to be curated but nothing has happened yet. As if that is not bad enough, our ** has blown out for the past two *******. We have gone more than 4 days each summer without an ** in weather above 100 degrees Fahrenheit. It is unfair to my child and myself to have had endured such issues specially when I had brought up my concerns to maintenance and the leasing office. I was repeatedly turned away because they stated my ** was working even when I told them it was not functioning properly. Eventually they did find the ** to be faulty and it took almost a week to fix. I was told by the leasing manager that it was my fault that the ** was not fixed sooner because I was not providing correct information of the problem. When I reached out to the regional manager *********************, she answered my email almost a month later. I have asked to be let out of my lease and they are wanting to charge me 4 months of rent within 3 days of notice. If they dont fix the issue I should not be forced to stay within this lease.

  Business Response

  Date: 11/16/2023

  Good afternoon,

  ************************* has been a resident at our community **************** since May 20,2022.

  In the summer of 2022 ************** submitted four work orders for her air conditioner not cooling. We responded to the first request for service and replaced a capacitor. The second request we adjusted her thermostat settings. And when we responded to the last two requests for that year, we discovered that the unit was cooling fine.  There were more ** work orders for that year, but these were associated with a leaking condensation line which was repaired.  No work orders were received after 7/2022 for the **** system not cooling.
  
  On 3/23/2023 we received a work order for the ** not cooling and repaired the fan motor which was stuck. We again responded to a work order for the ** not cooling 5/01/2023 and added needed freon. On 6/16/2023 we responded to another service request regarding her ** and found the system blowing cold air. We have responded to every subsequent request by ************** sometimes finding that the system was working adequately and sometimes discovering the unit had been turned off inside the apartment.  What we finally figured out after a long conversation with ************** was that the ** would cool for a period of time (30mins to 2hrs) and then stop cooling (at that time she would turn it off). When we got this missing piece of information, we were able to determine that the **** system was short cycling.  We were able to fix the problem and she hasn't had any further issues.
  
  We acknowledge that there is an issue with ants in her apartment. As we were initially attempting to treat this issue for her there was an issue with gaining access to her apartment as her privacy lock was on.  None of the technicians have ever seen piles of ants, some have said they did not see any activity, but still treated her apt. We have sent our pest control contractor to her apartment every week since she brought this concern to our attention to treat for ants. The supervisor of the pest control company has personally taken over the treatment of her unit with the goal of trying different products to see which would work best for her situation.  We remain committed to resolving this problem and have engaged the appropriate experts to help in this process.

  We understand that ************** is frustrated, but we have never neglected her concerns or failed to address them each time she brought them to our attention, and we will continue to do so.

   

  We are happy to provide copies of all completed work orders should you find this documentation helpful, please let us know. Should you have any questions, or need additional information, please don't hesitate to contact us.

  *********************

  Regional Manager

  Birchstone Residential

  ************************************

  ************

• Initial Complaint

  Date:09/15/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On August 25, 2023, I sent an email to dispute a charge. This is the email: I would like to dispute the amount I am getting charged ($125.91) and was advised by ***** to reply to this email.I paid a $100.00 deposit when I moved into my apartment May 2016. The deposit could have been used to pay the water and sewage which totaled: $75.91 with $24.09 left over to be returned to me. I was advised the $100.00 was used to resurface the tub, but the tub was left in the same condition it was in when I moved into the apartment. Why am I being charged for that?Date: Sept. 11, 2023 Spoke to: Jeramine Re: Follow-up with dispute. ******* states they still haven't heard anything from the property, and they are going to follow up. I asked to speak to a supervisor. She states they are all on other calls. I asked for the corporate office phone number she stated she didn't have it. I advised her to tell the supervisor I would like a callback today and that I'm going to file a complaint with the corporate office and the BBB.Date: Sept. 14, 2023 Birchstone Central Billing: ******************* Spoke to: ***************** a voice message from ****. Called ***** He stated the account had been moved. Advised me to call *************).Called: ************ Spoke to: ***** She states at this time they have no information in ref to the account. Called: Central Billing *************)Spoke to: ***** Asked to speak to a supervisor.Transferred to: ****** (Supervisor)Wanted to know why the account was moved if I was disputing the charge and had asked for a supervisor call back but no one called me back. She states she can't help b/c they no longer have the account.Called: ********************** Residental *************)I had to leave a voice message.I would like a call back from the corporate office and I want this debt removed.