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:12/05/2024

  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 leased a unit at the **** luxury apartments property which is managed by Ashland Greene AKA AG living. Move in date was November 30, 2024. This was site unseen, and a friend was sent to the location to pick up keys on the move-in date. Friend was informed that the unit was not ready because it had not been cleaned. After many attempts of trying to get a hold of the leasing office over the phone, many days went by that I could not get in contact over the phone to ask variable and varying questions. Friend picked up keys December 3, 2024. I entered the apartment December 3, 2024 evening. Floors were filthy, spider in the fridge, filthy carpet, hair everywhere, hooks on walls, stains on walls, missing blinds, heater causes fire alarm to ring and a plethora of other issues. I want out of this lease without penalty and covered costs for moving out, as Im not comfortable living here and the photos on the website do not represent this unit. Also want a refund for fees paid and associated fees. False advertising. I have not been able to get in touch with corporate after several attempts. Do not feel safe.

  Business Response

  Date: 01/07/2025

  This complaint has been taken care of internally with the resident 

• Initial Complaint

  Date:11/12/2024

  Type:Product 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.

  We looked at an apartment owned by Ashland Greene, and we were in the process of completing an application. Security was the most important consideration to us, and the leasing manager assured us the property was safe and secure. She said the electric gates kept people out of the garage that did not belong there. The leasing manager also informed us we had 24 hours after submitting the application to cancel, if we changed our minds. The apartment complex is The **** in ******, *****. We completed our application after 9 PM on July 14, 2024. On July 15 we learned (1) the electric gates do not work; and (2) the apartment complex has an ongoing problem with car break-ins, and (3) homeless people roaming around the complex and sleeping in common areas. Based on this we contacted the leasing agent to cancel our application. We notified the leasing agent three different ways before 3 PM on July 15. We left a voicemail. We sent a text to her phone. We also emailed her and annotated we had left her a voicemail and sent her a text message. All three notifications were within 24 hours of completing the application. On July 16 we received a generic email stating The **** would not refund our application fee because (they alleged) we did not cancel within 24 hours. This was not accurate nor honest. We contacted our credit card company to dispute the charge, and we provided copies of the correspondence demonstrating conclusively that we notified the leasing agent less than 24 hours after submitting the application. The credit card company performed its investigation and determined from the evidence we cancelled within 24 hours, and they credited our account. ******************** has not contacted us, but on November 3, 2024 they filed a claim and derogatory remark on my credit for the application fees that we recovered plus an additional $300. We provided the evidence to Collector agent proving we canceled within 24 hours. We request Ashland Greene to cancel the unjust collection.

  Business Response

  Date: 04/15/2025

  Hello Mr. ************** apologize for the delayed response - I needed to do my homework on this one. Based on my findings, it looks like unfortunately you were denied an apartment at our community for which you applied. Furthermore, your payments towards this application were NSF'ed due to insufficient funds. Please let me know if there is anything else we can do for you, but unfortunately there was no payment ever made to refund. Have a nice day, thank you! 

  Customer Answer

  Date: 04/17/2025

  Dear *** or Ma'am,

  The information you received from an employee at your apartment complex was untruthful and incorrect.

  At the onset of this debacle I left a voicemail with Ashland Greene Living corporate office, but I never received a return phone call. I would love to know the name of the person with which I am corresponding. In fact, I would love to make an appointment and visit with you in person. I would like to show you correspondence between your leasing office and me, proving unequivocally that your leasing **** has been dishonest and malicious. While the **** has proved otherwise, I would like to believe there is some honesty and integrity within the management **** at Ashland Greene.

  What I would like for you to know about me is that I am a retired military officer with a 100% disability rating from the ***********************. I still have a Top Secret clearance with the government, and I had a perfect 850 credit score until your **** leasing **** perpetrated fraud and malice. Your leasing **** at **** blatantly lied to me on more than one occasion about more than one issue. Your leasing **** at **** then lied to its collections company, and they (the **** ****) subsequently doctored internal paperwork in an attempt to cover their tracks. Again, I do have the written documentation to prove this.  

  I reported this act to the ************************* **** and provided the documentation proving my case. The Chase **** did contact your **** **** and conducted a nearly six-week investigation, and they ultimately ruled in my favor. Immediately after the ************************* **** ruled in my favor, the **** **** filed a fraudulent collection against me. I attempted to provide the same evidence to the collections agent but she **** *****] very loudly shouted at me, "I don't care about your evidence. I work for my client, and they are paying me to collect against you regardless of your evidence."  Ms. ******* statement is tragic and lacking in honor, ethics and integrity.

  I would like to believe upper management at Ashland Greene Living does not condone fraud or malicious behavior from employees. Again, I would very much like to meet with an official at Ashland Greene Living in person and show the documentation that proves this fraud and malice. Once a responsible corporate official verifies my assertion (based on the written proof I will present), I believe Ashland Green will direct the **** to cancel the fraudulent collection. 

  Please let me know if an Ashland Greene Living manager will meet with me in person based on the above. Please respond via the BBB communication to ensure these communications are kept on record. Thank you. 

  **** *****

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

  Customer Answer

  Date: 04/22/2025

  Dear *** or Ma'am,

  I submitted a BBB complaint on November 11, 2024 partially because I could not find or reach a real person at the company to speak with. After 5 months, an unidentified representative from the company finally submitted a short response indicating that he or she needed to do more research about the complaint I submitted. I immediately responded and asked for the name of a real person and asked to meet in person with that real person. BBB then closed the case before the company could respond and provide answers to my requests. Can you please re-open the case so that the company can hopefully give me contact information so that I can resume my efforts to meet with a person to bring closure?

  Sincerely,
  **** *****

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

   

• Initial Complaint

  Date:11/01/2024

  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 lived in the apartment complex since April 2021 under different management. The new management Ashland Greene gained control over the property June 2022. Ever since then it has been nothing but countless fees added to bills without any explanation. In July of 2022. They did not add our utilities to our rent as per usual. No notifications were sent on why or how it would be rectified. August rent they piled on the missing utilities bill plus the current. With no notice! They continuously add fees without any explanation or notification. Early 2023 they filed an eviction notice without leaving a note on my door nor my mailbox. When i called to complain they put the paper in my mailbox shortly after but at that point i had already paid. Ive complained several times all i want is correspondence explaining these sudden & additional fees. For my rent this Month they have added a lease violation fee to it with again no letter, email or notification of any kind. I literally have no idea how i have violated my rent. Im tired of this! Theres so much more they have done that im too exhausted to type but will if necessary. Something has to give this isnt right. They dont do their due *************** forbid a complaint is made aware to the leasing office attendants. They become rude blame the management or flat out lie & show no professional courtesy whatsoever. I cant begin to express how frustrated im am. Now i have a $50 lease violation dated 10/29-10-31-2024 with no explanation on how & why i violated my lease agreement no clue just expect to pay random fees just because they said so. Theres a portal where we pay our *********** send messages to us about our **************** didnt mention anything about a violation no email or anything in my mailbox.

  Business Response

  Date: 11/11/2024

  Dear Jertavia,
  
  Thank you for taking the time to share your feedback with us. Were truly sorry to hear about the frustrations youve encountered and want to address each of your concerns to help improve your experience at our community.
  
  First, we apologize for any confusion regarding billing and fees. At AG Living, transparency is important to us, and it sounds like we could have done a better job of keeping you informed. Were currently reviewing our communication procedures to ensure that all residents receive timely and clear explanations regarding any charges or updates, whether related to utilities, lease violations, or other adjustments. We appreciate your patience as we work on enhancing this process.
  
  Regarding the utilities billing in 2022, we apologize for the oversight and lack of notification. This should have been communicated more effectively, and we understand how frustrating it must have been to have a sudden increase without prior notice. Well make sure our team is more proactive in notifying residents about any changes to billing processes in the future.
  
  As for the eviction notice, our protocol is to post notices inside the unit door. If a unit is bolted or has a pet, we follow Dallas County requirements, delivering via certified or registered mail as necessary. This may explain why the notice was received by mail.
  
  Additionally, were disappointed to hear about your experience with the leasing office team. Professionalism and courteous service are top priorities for us, and were sorry if you felt your concerns were not met with the level of respect and support you deserve. We will be addressing this with our team to ensure that all feedback and inquiries are handled with the utmost professionalism.
  
  As for the recent lease violation fee, we apologize for the lack of clarity surrounding this charge. We understand how concerning it can be to receive a fee without a detailed explanation. The $50 lease violation noted on your account is related to renters insurance. Since our switch to Real Coverage, the system automatically posts charges under this specific code.Although many residents have successfully uploaded updated insurance documents with the appropriate information, there has been a syncing issue with OneSite,causing these records to not register correctly. Initially, we anticipated this would only occur during the first month or two of implementation. However, the issue has persisted, and we are actively working with our team to address it.
  
  Once again, thank you for sharing your experience with us. Thank you again for your understanding as we work through these technical challenges to improve the experience for all residents. Please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:10/21/2024

  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.

  The fact that ******** has options on their portal for you to reach out to management but management doesn't even get the message because they have their information listed incorrectly on the portal BUT HAVE NOT EVEN TRIED TO FIX IT OR EVEN LETS US TENANTS KNOW THAT IS NOT A WAY TO SEND AN EMAIL - PROVES these apartments are set up for TURN AND *****. This is my second or third complaint to BBB since living here, The first complaint didn't do any good. I have had to clean up after maintence numerous times ( every time I have taken pictures and I kept them). I have had to call ******** police because the leasing agent gave my information out to anther prospective lessee and she showed up on my FRONT DOOR of my apt threatening me! I have had my $200.00 headphones stolen, and when maintence came to change out my water heater they used my decorations towels that you hang up over the toilet and they TOOK THEM ( said they would look into replacing them but never did). Not to mention the rust stains on the carpet that I had to pay SOMEONE ELSE to have IT cleaned up. My AC has never cooled my apartment down in the summer. I had to pay someone else to come install a Window Unit into my apartment because all MY COLD AIR has always went out my front door and windows (the cracks because its not fitted correctly). I was promised a ceiling fan in my bedroom, never got one. They did try to come into my apartment ONE day while I was at work and re insulate my roof, but the roof access is in my closet, and I was at work and they knew I had to be there for them to enter, So do you think they ever tried to reschedule that, NO they didn't.This all could have been handled by making it easier to comminate with your tenants and actually emailing them back or calling them back but no-one that works there wants to do that. They don't have an de-escalation training. Try sitting down and having a conversation with someone.I couldn't list everything because I ran out of characters.

  Business Response

  Date: 11/07/2024

  Dear *****,
  
  Thank you for taking the time to share your experience with us. We are committed to addressing your concerns and working towards a positive living experience at ******** Apartments. Your feedback provides us with valuable insights, and were here to help with each of the issues you mentioned.
  
  We apologize for any miscommunication with our online portal. Its important that residents can reach us easily, and were currently reviewing the contact information on the portal to ensure messages are routed correctly. In the meantime, please dont hesitate to contact me directly at the leasing office via the contact information you have already been provided.Were here to listen and help resolve any issues, so if there are any developments on the issues weve already assisted you with, please let us know.
  
  Regarding the cleanliness after maintenance visits, we sincerely apologize for any inconvenience you experienced. Our team aims to leave each apartment in the condition it was found, and well reinforce this standard with our staff to prevent this from happening in the future.Additionally, we are sorry to hear about the missing towels well follow up to see what might have happened and work with you on a suitable solution.
  
  We understand your frustration with the air conditioning and insulation. Keeping our residents comfortable is a priority, especially during warmer months. Please reach out to us, and well arrange a time to assess your AC unit and ensure its cooling effectively. If any repairs are necessary to address the draft issues, well take care of them promptly.
  
  Lastly, we regret the oversight regarding your ceiling fan and any inconvenience with scheduling the roof insulation. None of our homes include the ability to have a fan/light installed in the bedroom, so unfortunately that simply is not possible to complete for you. That being said,we want to make sure any unfinished work is completed to your satisfaction and would love to come back and complete the insulation request.
  
  Thank you again for bringing these matters to our attention. We value you as part of our community and are here to make things right. Please feel free to contact us directly so we can further discuss and address your concerns.
  
  Warm regards,

  Ashland Greene Management

• Initial Complaint

  Date:09/10/2024

  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 a tenant of the *************************** since 2021. I have been there through numerous management changes and have dealt with discrimination in the past however my issues are usually acknowledged and revised within a few days if not hours. However, this is not the case with this newest management. Over the Labor Day weekend, my wife and I noticed water leaking from underneath our master bathroom sink. We put in a work order but knowing that it was a holiday we weren't expecting anything to be done until Tuesday. On Tuesday, I received a notification that my work order had been canceled, so I called the office and was told that it was still showing up on their end and someone should be out shortly. When the maintenance man walked in he already seemed upset about something but we didn't think anything of it until he attempted to look at the plumbing and pieces began to fall apart in his hand. The man (named ******** not sure of spelling) yelled at me, told me that I had to buy a brand new sink, and then stormed off. When I went to the front to make the leasing manager aware of the situation they advised me to reach out to Ashland Greene directly which my wife and I did, multiple times. It has now been almost a week and there has been no response to my concerns nor has there been any attempt to come and fix the plumbing issues in my bathroom. In addition to this instance, there are numerous issues around the complex as a whole, including a mold problem, that management literally will just cover up and claim it's fixed. My family and I deal with it because we currently have nowhere else to go, but that doesn't mean we should be treated like trash on the street.

  Business Response

  Date: 09/24/2024

  Work order was submitted on September 2nd and walked on the 4th. During inspection it was determined by maintenance that the sink was broken beyond repair. After receiving approval new stone sink and bedroom door were installed on the 12th at no cost to the resident with no further issue reported. Resident account reviewed and have found no request or complaint involving mold, resident still has not submitted any work order for leak or mold issues to date. We will reach out to resident to schedule a time to walk unit for leak/mold inspection.  

• Initial Complaint

  Date:09/02/2024

  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.

  If you've ever wondered what if feels like to live in a poorly-maintained landfill, look no further than AG Living's **** "Luxury" Apartments. Calling this place a luxury property is like calling ********* a five-star restaurant. Please believe the other reviews, there is NOTHING luxurious about this complex. This is false advertising at its finest. This place offers a unique opportunity to experience life surrounded by constant filth and unsafe conditions.Uncleanliness: Picture this--every time you approach the main access point of the building, you're greeted by a mountain of trash that seems to grow bigger by the hour. The pungent aroma of rotting garbage in 100+ degree weather really adds to the ambiance as you arrive home. It's unsightly but downright disgusting. It's an eyesore that makes you question whether you're walking into your apartment or a post-apocalyptic wasteland.Lack of Safety: If the state of cleanliness doesn't scare you off, the lack of safety surely will. The majority of the entry points to the building are unlocked (the front access point was only recently secured) and a general sense of unease pervades the creepy parking garage.In short, AG Living has perfected the art of neglect. If you're looking for a place to call "home", keep looking. But if you're in the market for an apartment that offers daily doses of disgust, discomfort and disappointment, then this might just be the place for you.

  Business Response

  Date: 09/09/2024

  Hi *****,
  Thank you for your feedback. I want to assure you that we have communicated updates regarding upcoming repairs and bulk trash removal to all residents on multiple occasions. Although our trash policies are in place, some residents have unfortunately not adhered to them.
  
  To maintain the cleanliness and beauty of our community, we have enforced fines of up to $200 and issued lease violations for those not following the policies. Despite these measures, we recognize that maintaining a clean environment is an ongoing effort.
  
  Weve also informed you that we are willing to release you from your lease without penalty, provided you give us a 30-day written notice. Your satisfaction is our top priority, and we want to ensure you feel comfortable in your living situation.
  
  If you have any further concerns or need additional assistance, please feel free to reach out to us at *********************************************.
  
  
  Wishing you a wonderful day!

• Initial Complaint

  Date:07/10/2024

  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.

  Hello, I am reaching out regarding my apartment that I stayed at April 8th 2023 to July 7th 2024. Since June 8th, my AC had not worked till the end of my lease (July 7th). I contacted the office multiple times, no answer every time. I put in multiple work orders, and nothing. It was to the point I couldnt even stay in my apartment for the remaining of my lease. I made my payments on time every month. And now they are trying to keep my security deposit for carpet cleaning. When I had not spilt anything on it, and it looks brand new. I would like some compensation for this. Please contact me back, thank you.

  Business Response

  Date: 04/15/2025

  
  Hi *******,
  We are very sorry to hear of your frustrations while staying with us at ****. Please see below to the correspondence with the community directly. Let us know if you have any further questions and I hope we can resolve this quickly, thank you! 
  
  Summary
  Work Orders and Repairs:
  June 8, 2024: A work order was placed for a thermostat issue and completed on June 11, 2024.
  June 15, 2024: Another work order was placed, which was completed on June 20, 2024.
  The ** appeared not to be working on the move-out day inspection.
  ******* was charged prorated rent and various fees for her time in the community, but there were no charges for carpet cleaning. She did request an adjustment for fees due to a non-functioning ** unit, but it was explained to her that no work orders were submitted indicating issues with the ** after June 15. ******* was charged for rent and community fees up until her move-out date. Since her final balance exceeded her deposit, she paid the remaining amount promptly.

• Initial Complaint

  Date:07/02/2024

  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.

  June 19, 2024: used self-cleaning oven feature in GE appliance that is 4 years old. It released toxic fumes that impacted me by burning eyes, excruciating headache, nausea, sore throat and unable to breath. Yes, fans on. The ventilation didnt remove fumes. Fireman sent me with no option other than emergency room. While in ER receiving care, maintenance contacted. Was told (witnesses present) by manager, *************************,This is not an emergency. This is not my problem. I do not have asthma and what did you expect me to do? Upon returning home 4 hours later; neighbors brought one fan, opened all windows and doors for 2 hours more. The fumes are still present. The chemical ash still in oven. AG Living has not offered to clean the oven, asked how I am, apologized-nothing. In requesting information for Insurance from AG LIVING MANAGEMENT co. Theyve told me I need to file w/my insurance. *********** directed me to file on theirs. I do not believe AG LIVING has coverage. I am fully disabled and I can not use my oven now ******************************* addition, this management company/owners are in legal breach of their submetered utility billing & are billing utilities as allocated. They have been dismissive to both my health impact and my service animal. Not only the toxic fumes, the breached lease agreement but also the mold in my bedroom window frames& walks after more than 15 months of standing stagnant water. Hospital bills can be provided upon request. Also food orders to eat maybe provided. There are more but to large to attach.

  Business Response

  Date: 08/20/2024

  I am writing to provide a detailed account of the incident involving resident ****************** from Unit 1129 and the subsequent actions taken to address her concerns.
  On the evening of [Date], ****** contacted our emergency line, and CW responded to her call. Due to the faintness of her voice, it was challenging to understand the nature of the emergency. Concerned for her well-being, CW immediately contacted me, and we agreed that he should visit the property to assess the situation.
  
  Upon arriving at the property, CW attempted to gain access to Unit 1129 but was unable to enter as the deadbolt was locked from the inside. Out of concern for ******'s safety, ** contacted me again, and I promptly arrived on-site. After multiple attempts to reach ****** and no response, CW made the decision to contact local authorities to ensure her safety.
  
  Shortly after, ****** called back, upset, and accusing CW of negligence. She informed us those fumes from her self-cleaning oven had triggered an asthma attack, leading her to seek medical attention at the hospital. ****** was not at home at this time, but she gave CW and me permission to enter the unit through the patio door. Upon entering, we noticed a faint odor emanating from the stove, although it was minimal. Despite this,****** insisted that the unit be aired out, although it was clear that the incident resulted from improper use of the oven by the resident.
  
  The following ******************** informed us via email that she had contacted GE and requested a technician to inspect her stove. The GE technician visited the property on Friday, June 21st, and reported that there were no issues with the appliance. It is important to note that ****** admitted to using Easy Off oven cleaner while running the self-clean cycle. ******'s interaction with the technician was reportedly contentious, as she insisted that the stove was defective and that GE should cover her hospital bills. Her request was denied by GE, as the technician reiterated that the use of oven cleaners, such as Easy Off, while utilizing the self-cleaning function of the oven is not recommended and could lead to issues such as those ****** experienced.
  
  ******* and CW are aware of the resident's allegations and have documented all interactions. Despite being advised to contact her renters insurance company to make a claim, she refused and instead sought to hold our property management and insurance responsible for her hospital bills.
  
  We continue to closely monitor the situation and are prepared to respond appropriately to any further claims made by the resident.
  
  Please feel free to reach out if you require any additional information.

• Initial Complaint

  Date:05/26/2024

  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 contacted corporate left multiple voicemails I have been to ******** leasing office multiple times Im not understanding why maintenance Cant get this air conditioning problem together I have had air conditioning problems since the night I moved into my unit and its only been h*** from there forward maintenance comes out to my unit at least twice a week for temporary fixes or cant seem to find the problem at all because it keeps going out Im not willing to keep paying rent on time for a unit with no working air conditioning having to miss work to make sure my unit is getting worked on is insane and it isnt going to keep working , I live in ************** with it being 92 outside and 89 in my apartment is crazy I have family that would like to come visit and they cant due to my air constantly going out every 3-4 days the temporary fixes has to stop this is the 7th time Im having to put in a work order for a air conditioning unit that obviously isnt working properly move my units or fix the whole a/c system !!

  Business Response

  Date: 06/26/2024

  Thank you for bringing this to our attention. We sincerely apologize for the ongoing issues youve experienced with your air conditioning and the inconvenience it has caused.
  We understand how frustrating it must be to deal with repeated maintenance visits and temporary fixes, especially given the high temperatures in ********, *****. Your comfort and satisfaction are our top priorities, and it is clear that we have not met your expectations in this regard.
  We are committed to resolving this matter promptly and effectively. 

• Initial Complaint

  Date:05/07/2024

  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 put in a maintenance request for my air on 5/2 for apt ***** and have been constantly lied to saying it would be fixed. It is over 90 degrees outside and it feels better outside than in the apartment. I stop by the office so far a total of 3 times asking nicely for it to be fixed. I stopped by again today 5/7 and was LIED to again and told it would be fixed or at least looked at. IT STILL DOESNT WORK. I have changed the batteries myself on the thermostat and it doesnt go below 80. This makes it so uncomfortable to be in the apartment with my child. Im trying to be nice but nothing is working. All the girls in the office do is lie and nothing is followed up on. No one answers the phone. Today I called a total of 6 times and finally got an answer. They claimed they havent looked at it because they dont have a key to my apartment. What kind of leasing office doesnt keep copies of the residents keys? I have to rush off work to get to the office before 6..I have them my key to make a copy. I ask will this be resolved today because its very hot outside ? The girl in the office said yes. That was another lie. This cant be legal. What do I have to do to get it fixed? I just moved here on March and Im ready to break my lease because this is unacceptable and inhumane

  Business Response

  Date: 06/26/2024

  Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and discomfort you have experienced due to the ongoing air conditioning problem in your apartment.
  Ensuring a comfortable living environment for all our residents is our top priority, and we regret that we have not met your expectations in this regard. 
  We apologize for the miscommunication and delays you have encountered in getting the maintenance issue addressed.