Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The alluded apartment complex has failed to fulfill its commitment to provide an adequate service to its residents. I placed six work orders, over a month ago, and it took the maintenance department almost three weeks to semi complete the above-mentioned orders. Meanwhile, the shower head continues to drip water, which is being wasted; hence, my water bill must be adjusted accordingly. This is not the first time that the maintenance department fails to follow thru with the pertinent request for service. The level of ineptitude and internal disarray of this company is uncanny. Therefore, I would like for the BBB to address this issue, and I am convinced that if you dig around, you will find many other derelictions of duty when it comes to the inefficacy of the maintenance department and its useless supervisor.

  Business response

  12/11/2024

  12/11/2024
  RE: Complaint 22639607
  ***** ******
  *********************************************************
  *****************
  
  
  According to our records, the last work order placed by Mr ******  related to plumbing issues was placed on June 23, 2024. This work order was resolved and closed. If there are any new plumbing issues, we kindly ask our residents to submit a new work order through our residential portal. We will ensure that the new work order is addressed promptly.

  Regarding your billing, our community follows an allocated billing process. Bills are calculated based on the size of each unit and the number of occupants. Due to the age of the building, individual meters are not installed in each unit, so we must use an allocation method based on the City of ********* water billing system.

  In cases of major leaks or discrepancies in the billing, we carefully monitor and communicate these issues with our water supplier, the City of *******, to ensure that any concerns are addressed.
  If you have any additional questions or concerns, please do not hesitate to contact us.
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I reside in the ****** in **********, **. My hot water was leaking which caused the nearby cabinet to mold. I put in a maintenance request about both issues and it took a week for the complex to send someone to my apartment to replace the hot water heater. I had to physically go in the office for management to understand the urgency. Maintenance and the property manager came to assess the situation. On October 8, It took the maintenance guy all day to install my hot water heater. As the tank was filling up during the final step of installation, it was 5pm. Maintenance told me it was bad hose and he would be back tomorrow to fix the issue. So, he call himself cutting the hot water off when he left. So, I left home for one hour and came back to a flooded kitchen. I called the emergency maintenance line and let know and thats when a professional plumbing company was called to fix the problem. The plumbers had to cut the water off for my entire building in order to fix the problem from 7-8:30pm. The plumbers also had to remove my countertops in order to properly install the hot water heater. The next day I requested to work from home again in order to have maintenance put my kitchen back in order. Maintenance didnt show up until 3pm only to wet vacuum a now dry floor, put the stove back, and collect their humidifier. Maintenance took measurements of my cabinet but nothing has been been replaced including the installment of my countertops. The mold and mildew smell has permeated throughout my apartment. Ive been in the front office twice and was told someone was coming the next day and here I am still waiting and Thanksgiving is less than two weeks away. Ive sent countless emails and made calls but the phone line hasnt been working. Now, I have a molded toilet foundation and a leaking bathroom ceiling and peeling paint from my upstairs neighbors shower leaking this past weekend. The complex also doesnt have any outdoor lights. Please assist. Thanks!

  Business response

  11/25/2024

  Thank you for your email. I have reviewed the situation and would like to provide some clarification.
  

  At the time of the incident, the primary contact for the repair was unavailable, and a technician from the vendor was dispatched to address the water heater issue. The technician spent the entire day working on the installation. Given the technician's position, I would have expected them to be familiar with the necessary parts for proper installation. The required water heater was already available on-site, so no additional orders were necessary. Throughout the day, no indication was given that any additional parts or supplies were needed.

  Before leaving the property in the late afternoon, I reached out to the technician to confirm if anything else was required. The technician assured me that everything was in order. It wasn't until later that evening that I became aware of an issue, when I was informed that a call-out for after-hours service had been canceled. I was also advised that an alternative vendor had been contacted to resolve the issue.

  Unfortunately, I was not notified by the vendor regarding their planned actions, and had I been informed, I would have directed them to delay any further work and have our maintenance team address the situation the following day. As a result, a relatively minor issue that could have been resolved with a low-cost part ultimately incurred significantly higher costs through the alternative vendor.
  

  Please let me know if you have any further questions or need additional clarification.
  

  Thank you for your attention to this matter.

  
  

  Customer response

  12/04/2024

  I am rejecting this response because:   
  

  
  
  
  During the final installation stage, the hot water started leaking due to a bad hose. Since it was 5 p.m. and the front office staff was gone for the day, the maintenance technician decided that he would purchase the part the next day to finish the installation. So, he shut the power off to my hot water heater then placed a humidifier in my kitchen. The maintenance technician should not have been allowed to leave my apartment without properly installing the hot water heater, which left me without hot water. 
  
  
  Within one hour of his departure and my quick errand, I came home to a flooded kitchen. I called the emergency maintenance line and explained what was happening. The on call maintenance technician FaceTimed me to see that my kitchen was flooding and that I couldnt shut off the valve on the hot water heater. He called me back and informed me that a ******* was in route. Meanwhile, I was trying to mop up as much water as possible to keep my furniture and floors from being ruined. The maintenance technician also informed me that someone from the property would be back the next day to clean up the water. In actuality, the on call maintenance technician should have been meeting the *******s at my apartment with a wet vacuum that evening. 
  
  
  When the first ******* from Around the Clock Plumbing arrived, he immediately shut off the water supply for the entire building in order to stop the leak. The ******* waited on his coworker to arrive to assess the damage and called property management to inform them of the price to fix the problem. I could hear the property manager on the phone when this occurred. 
  
  
  If the *******s didnt stop the leak and properly install my hot water heater, then myself and fellow tenants in the building would have been left without water throughout the night, which is against the law. Additionally, a major water leak is not an issue that can be delayed until the next day in order to keep costs low.
  
  
  Please note that the first question the ******* asked me when he arrived was if the water ever stopped leaking when the old hot water heater was removed. I told the ******* no and stated that I had to use my personal mop buckets to catch the water while I waited for the maintenance technician to bring in the new hot water heater. The ******* said that the main problem was that the water never stopped running although the power to the hot water heater was shut off inside my unit. 
  
  
  A vendor finally came out to my apartment the Wednesday before Thanksgiving to replace the cabinet. Im still currently waiting on the counter top, the cabinet to be painted, and the handles to be installed. Meanwhile, onsite property maintenance still has not resolved the issue with my toilet foundation, the peeling bathroom wall paint, and the peeling bathroom ceiling from the upstairs leak. 
  
  
  Please assist as Ive done my due diligence as the tenant by reporting the issues to property management. Thanks!

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My apartment sustained damage during hurricane ***** to the ceiling causing leaks in the kitchen and bedroom. Anytime it rains water leaks from both areas and I believe there is mold. I am now sick. I placed work orders in the system as soon as power was restored on 7/9/2024 and 7/27/2024 both of which have not been addressed. Two weeks after the initial service request maintenance said a contractor would be by but none came. I went to the leasing office the following week and was told a contractor was coming and still no one have shown up to make the repairs. I called 8/25/2024 and was told repairs would be made. They were not so I went to the leasing office again yesterday 8/27/2024 and met with the assistant manager and the maintenance supervisor who came to see the damage and said it would be fixed today 8/28/2024 both days I paid to board my dog so the repairs could be made and returned home today to see that nothing has been done. This is impacting my health and is not okay. Can you help me resolve this issue?

  Customer response

  09/06/2024

  The property management has addressed the issue.

  I would like to cancel my BBB complaint as the property management made the repairs they just had not communicated to me that they started with the roof first and then were doing the inside repairs. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into ********* at *****************, ******, AR APT 1312 in Feb 2022. Apt was not up to par with a cement floor, funk buildup in every corner and many spots on the walls. I am about 60 years old; no kids or pets live with me and there is nothing possible that I could have done to require a complete paint job of the entire apartment. As is what they said they retained my entire deposit for. I moved out Feb 2024, having given a 2 month notice to vacate. Apt was inspected by an assigned maintenance person prior to move-out and he stated, "Good to go", All looks good to me"! My neighbor in apt 1314, **** ****** Phone #************ will confirm the condition of the apt and the fact they painted entire apt. Which did not need it. They also said I owed another $100 which I refused to pay, and they submitted to the ********************************* which intern reduced my credit score from a Excellent 830 to now about a Fair 640, which is beyond just wrong.

  Business response

  07/10/2024

  Regarding the departure from apartment 1312 in February 2024,our records indicate that an inspection was conducted by our maintenance personnel, who confirmed the satisfactory condition of the apartment. However,after departure, it was determined that certain maintenance and cleaning tasks were necessary to restore the apartment to its original condition. This included a full paint job, which was deemed necessary due to damages incurred during occupancy. Our vendors performed these services, and the charges were reflective of the actual costs incurred.

  It is important to note that the majority of these expenses were covered by the security deposit that was initially provided. The remaining balance pertained to outstanding utilities accrued during the occupancy period, which unfortunately were not settled prior to departure, resulting in a Final Account balance due of $105.76.

  Additionally, it was communicated that any outstanding balance would be forwarded to collections if payment was not received within 30 days of the move-out date.

  Customer response

  07/10/2024

  I am rejecting this response because:   Their right hand knows nothing of the left.  I fully acknowledge the cleaning charge, no problem. The reason I did not do a deep clean is because your clueless office worker named *****, told me I do not need to clean at all, because no matter how much I clean or how much deep cleaning I do, they will still pay someone else to come in and clean again.  So therefore, I only performed basic cleaning.  ***** I'm sure is behind much of this over charging, because he did not like the fact, I brought up ***** never working and that way too many of his hood buddies fill the parking lot all summer with no parking passes to invade the pool all summer. Many that do not live there.  The apartment required a paint job before I moved in. It was not bad enough to request one. The only part of the entire apartment I may have disturbed is with-in a foot of the garbage can.  Furthermore, as seen in attachments I paid all utilities in full as per final billing. And was accepted by main office. There is no reason at all to charge me for a full apartment paint job. I'm 60 years old, no pets, no kids, no family for 1000 miles. The only visitors I would get are my neighbors in 1314, over 70-year-olds, named **** and ***** ****** at ************, who will gladly vouch for me.  Palisades at ********************* owes me at least $200, and also withdrawal the other $100. plus they think I owe them.  

  Business response

  07/11/2024

  The response from the former resident includes previous residents names and phone numbers.  Can those be removed for their protection, please?

  Customer response

  07/24/2024

  Greetings again.  

  My old neighbors that were in apt 1314, **** and ***** ****** at #************, who moved to ** from ****** about 3 months ago just called me two nights ago stating they have not received their deposit back either.  They are in their 70s and believe me, their apt was clean enough to eat off of any surface including the toilet.   Thats all ***** did all day while **** still worked full time and over time.  She stayed home in that little one bedroom apt and cleaned all day and cooked for him.  Now they are denying their deposit return also.  The ******** are probably too nice of people to want to complain, especially to the BBB, and that's exactly what this business counts on, so they can keep stealing deposits.  The whole bunch needs to go to prison with all the other companies in this era of worldwide corporate greed, they call inflation. 

   

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint on the apartment complex I am a tenant in and Lurin Property owns. I have been a tenant since June 2016 to present. The complaint is that my vehicle was WRONGFULLY towed on 06/29/2024. My vehicle parking permit was valid up to 04/23/2025. I contact the apartment office and they informed they recently changed their parking vendor AGAIN. My first problem is why are they changing their parking vendor again if they literally just changed it, this is why my parking permit was valid up to 04-23-2025 according to the online portal. Secondly, the apartments do not want to take any accountability and want to place responsibility all on me because according to them they sent out emails. I revised all my text messages and emails and the ONLY info a received regarding this change was on 06-07-2024. Prior to this date I have NOTHING, meaning they did not even provide at least a min of or a full 30 days from the first alert I received on 06/07/2024. They are claiming its been a "couple months" since they started with the first wave of alerts but the apartment manager, **, was not able to give me the exact date they first rolled out this info. Also, on 03/28/2024 I added a company work truck to the parking permit. The manager at that time was only willing to do the exception to add it if I got a letter head letter from my employer. I jumped through hoops to get this letter from upper management and even got it notarized and the manager added it. Now the new manager is telling that what the previous manager did was incorrect and that they should have never done that and that he is not going to honor it. I want this new management to take accountability and make things right, I am NEVER late on my rent and would like to get reimbursed for the $300 I had to pay to get my vehicle out of the auto storage and would like for them to also honor what was already established and have my work truck added to the parking.

  Business response

  07/02/2024

  Dear Valued Resident,
  

  We are implementing a new system with our towing company, and we need all leaseholders to stop by the office to collect a new parking ********** obtain your sticker, please bring the following documentation:
  

  Your ID
  A copy of your vehicle registration
  Proof of insurance
  

  Please ensure that your registration and license plates are current and not expired. Any expired registrations must be renewed by June *******. Towing enforcement will resume on June 16, 2024, so it is crucial to complete this process to avoid any inconvenience.

  
  Thank you for your cooperation. Please bring the requested documentation to the office as soon as possible to get your vehicle registered and receive your parking sticker.
  

  Best regards,
  The Estates At Avenstar
  ************

  Customer response

  07/05/2024

  I am rejecting this response because: their response does not clearly state the EXACT date when they sent that notification. My argument is that they did not send anything prior to 06/07/2024 and therefore did not even have the decency to give a full 30 day time perdido before they towed the vehicle.

  Customer response

  07/19/2024

  I have yet to hear from management since my last reply. I want them to provide me proof that they sent notifications prior to June 7th because as per the management they sent out multiple notifications for the past few months on the parking permit changes . And I have yet to receive any evidence or any response whatsoever. I am being ignored completely and is totally unprofessional from them to ignore my emails and multiple request to speak to management. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently lost my father and I had asked the office manager to give me until the 15 th of March to pay my Rent, she told me that it wouldn't be a problem, on March 13th I attempted to pay $1,332.00, the office Representative told me that the amount she showed I owed was $1,632.00. I asked why? the Representative told me to speak with the Manager, the Manager was only available on premises on March 19th so I went to see her in regards to my Rent, I spoke with office Manager and she gave me a new amount of $2,833.20 without an explanation.She wrote the amount in one of her business card, she also said that if I leave without paying, I will be breaking the lease contract.On March 21th 2024 I went back to the office to talk to the Manager because I had been given a red notice to vacate the property dated March 7th 2024, also I asked for a copy of the lease contract , which I never renewed nor signed, they provided me with a copy of the contract that contained an electronic signature with my information. The manager said that the copy couldn't come out clear because of their printer, however the sign and date information can't be seen clearly. I didnt sign any documents pertaining to this lease.I didnt agree to renew a 6 months lease contract I do not acknowledge that any electronic signatures are mine, nor have I signed electronically or on paper.This is a fraud Illegals business tactics.Resolution: I need this illegal contract to be terminated immediately. I should not be held accountable financially for anything pertaining to this fraudulent Lease contract.

  Business response

  04/01/2024

  The Community Director shared the following information regarding this complaint:  The resident signed the renewal lease on November 30, 2023, at 12:38 pm using the email address on file. She accepted the renewal offer and completed the signing process. However, upon visiting the office on March 13th,she discovered that an eviction had already been filed, and a 3-day notice was issued on March 4, 2024, demanding payment of the balance or vacating the premises. In addition, the resident was charged eviction filing fees and attorney fees. The resident was also informed that rent for ***** was due after the 15th of the month. Management has provided a copy of the lease agreement and verified the email address on file.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a former resident of Lurin. I lived in **************** of *****, **. I moved out in December of 2023, and they have yet to send me my security deposit back. I have confirmed that there will be no deductions, and that it should have been received in late Jan 24. I have been told that this is due to an accounting error, but they are not helping me correct the error. The local office said their hands are tied and that the main office in ***** has to resolve it. However, I am not able to get ahold of anyone there, I have left several messages with no response. Additionally, the local office here in ***** is also unable to get ahold of anyone in accounting. The ************* statute that governs housing, states that a landlord has a maximum of 60 days to return a security deposit. This has far exceeded that as I moved out on 12/09/2023. I need help getting this returned to me immediately.

  Business response

  03/20/2024

  Good afternoon ****,

   

  Great news! We received your check this morning! ****** actually left you a message earlier today confirming that it is here.  I will also be calling you as well to confirm.  I do apologize for the delay.  I can assure you the ******************* Director did follow up multiple times in reference to this check and I am so glad that it is finally here for you.  I have attached a photo of the check as reference.  Thank you!

  Customer response

  03/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally applied and got approved for an apartment on December 28, 2023. I was told that I will be able to move in a specified unit that II originally applied and got approved for an apartment on December 28, 2023. I was told that I will be able to move in a specified unit that I applied for on the website. When I came to the office to view the unit, I was told that I was not able to view the unit due to it not having cabinets put in and it will take a couple days for them to do it being that it was the holidays on. The website is stated that the unit will be available January 3, I on January 3 did not hear from anyone. No one calls left a message a text or anything when I called to follow up with the company the ****** apartments in ********** *******. I was so that they would have to change my move-in date to January 10 through January 15. Due to not having any maintenance workers not coming back from the holidays and that they would have to find some vendors to complete the work. I called back on January 15 and my move-in date was changed again now to February 9. I was told that the unit will be moving ready and that I was only able to get a six month lease due to them doing renovations on February 12 I came and he was able to get a quick walk-through. The unit I was told that the dishwasher was leaking and a maintenance work was over fixing it later. When I moved the unit I found that the under cabinets were loaded in mud and wet and worse very old piping, I found that there was a leak in the ceiling. I find that there was a gas leak, and I had to contact the ******* gas district department, who, in fact, dinged a leak and turned off the valve I contacted the emergency maintenance department with along with the agent from the gas department and he spoke the gentleman named ****** he told that some piping and a couple other things needed to be fixed and that I would have to go without heat during these call 33 nights, I have more of this complaint

  Business response

  03/11/2024

  Our Regional Director has reached out to you and indicated she is going to walk your apartment with the property's Facilities Director to establish a game plan to correct any issues.  It is our understanding that you are in agreement to this course of action and we look forward to the opportunity to serve you. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upcoming payment 11/16/2023 ****** Following behind my agreement to turn in my least, I was charged with a few charges that I feel are very unfair and are based on the negligence of maintenance and the lack of prior replacement to specific appliances. One being the tub, I am being charged a $150 for for the tub resurface, this charge alone is completely unfair being that it is considered wear and tear, paint chipping out or the tub is solely due to cheap repair options on property and maintenance behalf. I have also communicated with multiple employees, and have made them aware that I work out of state, which means 6 out of 12 months of my lease, I did not even stay in the apartment physically, this issue is solely due to wear/tear, lack of repair, and cheap repair resources. also the charge of ($45) for shampoo/Capet stains, not only did I not receive pictures of these stains and aside from that Im completely positive there were not stains, or shampoo marks left on my carpet. I was also charge 20$ for trash removal, for leaving trash in the designated trash area that we 15$ a month to have trash picked up, the 6 months I was there consistently and even times that I reviews my property cameras thats service wasnt completed unless I called and complained,or located maintenance on my own as there are walking around the complex. These charges are completely un fair to a tenant that kept a well kept livingenvironment despite the bad conditions in the complex it self and the negligence on property managers behalf!This property is very slow to helping tenants accordingly and solving everyday issues located in the living environment, but very quick to over charge, with no remorse to there unfair charges.Also, no regards to tenants who truly do a great job at keeping there area well kept. Iam one of those tenants. This property is a horrible location, the management is horrible and sets a horrible example for each employee. Which makes it hard to have conversation.

  Business response

  11/28/2023

  The previous occupant and Community Director have successfully resolved the Final Account Settlement (FAS) and finalized the move-out costs, with the outstanding debt being fully settled. It's important to mention that during their telephone discussion regarding this matter, the previous resident did issue threats of physical assault. Consequently, all communication pertaining to this incident has been conducted in writing to address the sensitive nature of the situation. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** Unit Continues to flood the kitchen. Lights in the kitchen can't be shut off because the ** is powered by the kitchen light switch Toilet backs up periodically Overrun by roaches and mice Big gap under front door Electrical outlets not working Tub stops up Hot water works half the time No heat this past winter No maintenance at apartment complex Refrigerator shoved in place where it doesn't fit as a result tile floor is ripped up Dishwasher not correctly mounted Holes behind the dishwashing unit Stair railing is loose

  Business response

  09/05/2023

  Good afternoon,

   

  The Community Director has indicated that the only work order that is not completed is the "lights in the kitchen can't be shut off" because the ** is powered by the kitchen light switch.  The team is waiting on an electrician to look at it and so they can get it fixed.

  All other wok orders have been completed and the Community Director indicated that she personally went into your unit to ensure all other work orders were completed.

*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. ↩