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:04/06/2023

  Type:Billing 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.

  My partner and I were at home, having just cleaned our apartment, when we heard a loud noise. We realized the dishwasher had stopped running and we opened it and noticed it wasnt draining. It still hasnt drained hours later so we told management about it, hoping to get some help. We did not get a response for a week, and when we did, they had already come into our home without notifying us. They never let us know they were coming. They didnt tell us either until days later. They had already made the judgment of us intentionally doing something to the dishwasher and insisted we were liable and were already ordering us a new one whether we liked it or not - and we will be paying full price. Within this email, it was noted that there were marks of paint on the outside patio. My partner does art part time as a career and specifically gets washable acrylic paint for his projects. Had he known they were coming to judge us, he wouldve cleaned it up. Thirdly, and most offensively, they took three long paragraphs to let us know how slovenly our apartment was. She talked to me like a child and said it was beyond repair and asked if I needed help. She made me feel like I was dirty and incapable of caring for myself. This was until I cleaned the entire place in 20 minutes. They blew those things out of proportion to support their dishwasher claim. Its clearly malicious and they are using other things as manipulation tactics so I have to pay for it. The dishwasher was missing a piece and was nowhere at all, but it was. It was the silverware holder which is THE ONLY removable part of every dishwasher. It was also on the counter. They didnt notify us of entry They didnt even talk to us before making a judgement They didnt get our OK to purchase a new dishwasher They assumed we somehow intentionally broke a dishwashing machine while it was running?I am in no position to buy a dishwasher and an scared - I heard employees gossiping about our dirtiness, I hide now

  Business Response

  Date: 04/06/2023

  Service request (******) was placed 3/17/2023 7:23 PM, stating Dishwasher is not draining and has a bad smell. And permission to enter the home was given on the service request (******).

  
  Modera **************** team entered unit #*** on 3/20/2023 at 1 PM. At the time of entry, the service team noted they were having to step around/on misc. items on the floor in order to get to the dishwasher. When the service team opened the dishwasher, the dish racks were removed, the bottom of the dishwasher had sitting water and the parts that sit in the bottom of the dishwasher were not put together. The dishwasher damage appeared to have been done in attempting to self-diagnose the dishwasher prior to entering the service request. The service team went to turn the breaker off to the dishwasher to inspect the parts inside, on the way to the breaker the team noted that the balcony had what appeared to be overspray from spray paint.After turning the break off the team inspected the dishwasher and found that the dishwashers filter was missing, the heating element had been damaged along with other items in the dishwasher. Due to the damaged items and missing filter the dishwasher was found to be inoperable. As the dishwasher was found to be inoperable, the service team put in an order for a new dishwasher. On 3/20/2023 at 5:37 PM, the ************** team had emailed ***** to let them know regarding the damage to the dishwasher and that we will be ordering a new one along with information on the paint on the balcony and the expectations listed in the lease regarding cleanliness. ***** had responded on 3/22/2023 at 5:50 AM.03/22/2023 at 11:05 AM *************** team had responded to *****s email.

  
  ************** ordered a dishwasher to replace #***s current dishwasher on 03/20/2023, *************** team had not heard back from ***** and reached out in order to get the dishwasher swapped out on 03/29/2023 at 2:17 PM. ***** respond on 03/31/2023 at 04:22 PM and on 4/3/2023 at 7:42 AM letting us know that ***** and their partner had tested positive for COVID-19. 04/03/2023 4:09 PM *************** team responded. No response has been received from *****. 

• Initial Complaint

  Date:02/07/2023

  Type:Billing 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 am requesting a full refund of the $5,103.43 paid (inclusive of $2,400.00 and $2,703.43 in rent, application fee, and deposit) for all damages and hardships leading up to my residency and endured during my 6 week tenure as a tenant in Modera Katy Trail, Dallas, TX. First, I did not receive my keys to the apartment for 33 days, which violates my rights a a tenant in the state of Texas. Further, the following the incidents listed below make clear that the landlord of MKT is in present violation of Tex. Prop. Code § 92.052, without remedy: 1. On 1/3/23 I spoke with Mill Creek Regional Property Manager, regarding the four break-ins and burglaries that occurred on 12/29/22. Ms. White assured me there was only one other break in in September of 2022 and no other thefts had occurred. I then notified Ms. White of the police records indicating that there had been reports of theft between 12/2 and 1/3 that residents were not made aware of. Ms. White, nor anyone on the MKT staff notified the residents of these thefts. 2. In the same 1/3 meeting, I made requests for automatic locking doors, a package locker system, guards in the garage, and requested consistent communication from management. I also notified Ms. White that I would move out if the incidents continued without redress. Every request went unaddressed. 3. Further, upon conversations with current residents subsequent to 1/3/23, I learned that Ms. White had not disclosed the other four grand theft auto incidents prior to our conversation on the 3rd. 4. MKT and its landlord have repeatedly failed to adequately address resident concerns (as evidenced by various Google reviews) and the criminal activity continues to occur. On 1/20/23 I moved out after the Property Manager refused to respond to my requests to meet. My rights to safety and habitability as a tenant have blatantly been disregarded, in addition to financial burdens to move. Your immediate and prompt attention to this matter is requested. Thank you.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/02/21) */ Dear BBB: No refunds of any kind will be paid to the Complainant. We are not aware of the resident personally experiencing any theft, crime, damages or hardships during her tenure at Modera Katy Trail. The former resident was able to access her home from the day of her move-in using the mobile app. Once the fob programing device was repaired, a fob was programmed for her. At no time was she without access to the residence. Section 92.165 of the Texas Property Code does not require a landlord to provide security. Security devices, as defined in the code, refer only to locks, locking devices and deadbolts. Please refer to Section 92.052(c) of the Texas Property Code which provides specifically that a landlord is not obligated to provide security guards. Although not required, Modera Katy Trail does provide controlled access and video cameras in many areas of the building. Modera Katy Trail also has courtesy patrols, and they have been at the property every evening from 6:00 p.m. until 8:00 a.m. since the first of the year and provide 24 hour coverage on weekends. Prior to December 24, mobile patrol was engaged to patrol the community during overnight hours. Modera Katy Trail has no obligation to accept packages on a residents behalf. Modera Katy Trail also controls access to the community and all common areas within the community. Each resident has signed a Package Management Addendum as a part of the lease which makes clear that all package delivery at the community is through Fetch Package Concierge. Package delivery is within Modera Katy Trail's control, and requiring residents to use Fetch is consistent with the terms of the lease. Each resident has the option of having packages delivered to an alternate address, such as a PO box, or work location. Modera Katy Trail, pursuant to the terms of the lease and the community policies, retains the right to modify its community policies at any time. Two applicable lease paragraph you will find in the attached lease packet signed by the resident. Residents were made aware of known break in activity in the community. Residents are not able to demand changes to the locking mechanism in the community. There has been no failure of the locks or access control system. If Ms. ******** wanted to terminate the lease prior to the expiration of the term and her only option was to exercise the early termination process outlined in the lease contract, which is to give a sixty (60) day notice of their intent to move out, pay rent through the notice period, and pay an early termination fee. Please refer to the lease document for the termination language and concession addendum which requires a resident to return free rent if the lease has to been fulfilled. Although not required, notices are sent to the community using our mass messaging system. If Ms. ******** did not receive messages broadcast to the community, she may have need to adjust her setting to opt-in to communication as per the laws pertaining to communication preferences. Copies of broadcast communication may be made available to you, if requested. Please let us know if we have not adequately addressed the concerns in the complaint. Thanks, Theresa White

• Initial Complaint

  Date:08/22/2022

  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 am requesting a full refund of $3,005.55 (Inclusive of $2,830.55, rent, $25 application fee, and $150 deposit) for all damages and hardships leading up to my residency and endured during my 3 week tenure as a tenant in Alister Town Center, Columbia, MD. The lack of communication, negligence, creation of a nuisance, and withholding of information violates my right as a tenant. By failing to notify me at the time I signed my lease of a major issue with the mailboxes while being aware of the current state and condition, Mill Creek made a deceptive trade practice under Maryland code, commercial law 13-302 in which they violated the consumer protection act. They also acknowledged prior to my move that repairs would be made and go into the 1st week of my residency and to date, repairs are still awaiting to be completed. Their negligence has caused a significant financial impact and unnecessary financial loss on my end. Your immediate and prompt attention to this matter is requested. Thank you!

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/25) */ Resident moved in July 29th and as far as we're aware, there are no inhabitability issues present. Mailbox repairs are in process, however, we acknowledge that Ms. ******* is currently unable to receive her mail at the property. As a compromise, we are releasing her from her lease without having to pay the lease termination fee or giving the 60 day notice required by her lease contract, which amounts to $10,628 of waived financial obligation. Additionally, we have offered to waive her application fee, deposit, and 1/2 of her rent from July 30 - August 29 ($1,590.28 in total) to settle her claim. Consumer Response /* (2000, 7, 2022/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the resolution. I want consumers to be aware that this management company consistently withholds information and that's very unfair to the residents of the community. I wasn't notified until after I moved in about the mailbox issues and then was told it could take up to a year to start receiving my mail as that is when it's expected to be fixed. That's unacceptable! Management could of been upfront about the issue from the beginning. Customer service, communication, and integrity goes a long way. This is not a community that I recommend people to live in. Thank you BBB for helping with a resolution.

• Initial Complaint

  Date:07/21/2022

  Type:Billing 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.

  My girlfriend and I applied to move into an apartment complex called Alister Galleria located at 2100 Bering Dr, Houston, TX 77057. This property is managed by Mill Creek Residential. Before applying we were giving a tour of the property and we really liked the model apartment that they showed us. Before applying we asked the leasing agent and manager if we applied for that same floor plan would it be identical to the model, they replied "yes" not once but multiple times "yes identical". So my girlfriend and I proceeded to fill out an application, pay the application and administration fee. Unfortunately at the moment they did not have the apartment available to show because someone was currently living in it. But because they had offered us multiple verbal guarantees we didn't think that would be a problem. A few weeks later they had the apartment available for us to look at and unfortunately the apartment was not identical to the model. The countertop was more old-fashioned and not the modern sleek countertop that they promised, the flooring was a cheaper light gray, in comparison with the higher end dark wood that was in the model. The tile work in the kitchen was clearly rushed and about (2 to 2 1/2 in) of the bathroom tile was incomplete with just a strip of concrete running across the floor near the bathtub. After the tour my girlfriend and I went home to talk about it and decided that we no longer wanted to take the apartment. We went back a few days later to inform the leasing office, at which point they told us that even if we didn't take the apartment we were still going to be on the hook for a deposit even though we never signed the lease. So we decided to speak to management and Mill Creek directly and only received an acknowledgment that they had received our email on June 28th. We asked Mill Creek to let us speak to someone above the manager and they ignored us completely. Now we are getting a bill for $1,700+ without moving in or signing a lease.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 7, 2022/08/15) */ Contact Name and Title: Luella W********* Contact Phone: 281-789-0080 Contact Email: LW*********@MillCreekPlaces.com Activity & Communication with Jovana Alvarado and ****** ********* 6/13/2022 Jalyn C*** (Leasing Manager) called Jovana to inform her the lease needed to be signed by the end of the business day 6/14/2022 Paige B****** (Assistant Manager) called Jovana to remind her that the lease was not signed by ******. Jovana said they wanted to come view the apartment when the renovations were complete before signing the lease. She agreed to come in on 6/17/2022. 6/17/2022 Jovana and ****** came to the leasing office to view apartment #626. After viewing the home with Luella W********* (Community Director), ****** said these items were not like the model: The flooring was grey instead of brown like the model The countertop was higher than the model The stone tile was a different pattern than the model ****** made the remark " he did not believe a word that was coming out of my mouth", so Luella brought him to the Model unit he had originally seen. Luella explained that we replaced the vinyl plank in #626 with the new style plank due to the prior resident damaging the previous vinyl, and the stone tile was the same as the model. Unfortunately, there was not much that could be done in regards to the elevated countertop. They continued back to the leasing center, and Luella informed them that she would look to see if there was another A3 in a different building with the brown vinyl. Jalyn reached out to Joana at 4:29 pm on 06/17 to inform them they had leased the last A3 floorplan available and confirm if they wanted to proceed with moving in; Jovana agreed. 6/23/2022 At 5:30 pm, ****** and Joana arrived at the leasing center to inform management that they wanted to cancel the application. Paige asked them to go through the items that were causing them to not move in. After discussing the same issues above, she informed both parties of the fees associated with terminating the application after approval. ****** became highly frustrated and outright rude, so Paige had to ask ****** and Joana to leave the office. The fees that are associated with failure to move in are disclosed in the terms and conditions agreement, which can be found in the application. Applicants are required to open and sign this document to confirm they have read the terms and conditions. Section 4.I and 4.II pertain to the case at hand. Please let us know if you have any additional questions.