ComplaintsforOverlook At Bear Creek

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apartment complex committed to providing a place to live with functioning AC unit. It's been over 2+ months and my AC doesn't work properly.I've submitted 5 service requests been back and forth numerous times with the office staff and maintenance crew. There are so many units in this complex with AC issues they can't keep them all straight. Been told numerous times my unit is getting mixed up with others. Never answer emails or phone calls, always have to go down there and talk with them in person for a response and even then it's excuses as to what's the problem/mix up this time.

  Business response

  08/09/2023

  We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. We promptly investigated the matter and discovered that there was indeed a problem with the air conditioning unit. We understand the frustration and discomfort caused by a malfunctioning ac system, especially during the hot weather. We have since resolved the matter and double checked that it is working properly. Please accept our sincerest apologies for any inconvenience this has caused. We have given a credit of $250 on the account for the days in which the air was malfunctioning and the high electric bill. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  since day 1 it has been issues w/ my unit. heat not working when i moved in. emergency maintenance line is unprofessional & the actual maintenance people NEVER show up. there has been numerous leaks from ceilings to this day in my unit & no sense of urgency from anyone anywhere. it was storming in december 22 rain water coming into house, i let them know. no one came to see but marked the maintenance request as complete. water heater from upstairs unit started leaking into my unit for days on end & nothing was offered for clean up. not even an apology for the inconvenience. im just moving in & having to use ALL my paper towels & clean towels was not fair. the growth of mold here is highly unusual, unacceptable & down right wrong. there was a leak from ************** dont even use it. i told ***** & all she told me was theyre gonna fix it right now. still no apology or offered anything to assist in clean up.(again using my towels, the very few i have) there was a leak in bathroom above ************* both leaked & grew mold for 2 weeks straight(mold was there longer) couldnt even use my bathroom properly. when they finally decided to fix the ceiling, it was left open w/ wires exposed for a few days. no one could come fix the ONGOING issues in my unit but someone could come & put a notice on my door about a bill. they cut the water off & dont let you know! somehow the maintenance men dont see my request in their spreadsheet for the day, although i put in request the night before. almost *************** is purposely ignoring my requests. every time i go to office about anything its well let you know & no one lets me know a thing. **** the regional manager is no help as well, he doesnt return phone calls. they will charge you a late fee for rent although rent was paid on time, they just dont check as often as they should! overall i was told this was an updated ********* has been the complete opposite!! they dont check on anything thats going on.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this location at the end of August to try to lease a unit. I applied online for my grandfather and myself. I paid $135, however I tried to call to see if my grandfather would have to pay the entire amount. They told me he would have to pay $65 but there was no option to make that payment. Whatever happen they said their system was down, and I would need to stop buy and do a paper application. I explained to them I did not live in the area and was unable to come. They had me *** a check for an addition $165 which is crazy because online the price was only $135, so Im unsure of what the additional 30 came from. However, I sent them the money and they took both our Social Security numbers over the phone. I am currently scheduled to move in on 9/15, Ive paid to break the lease at my current apartment. But I have not heard absolutely anything from them. I have called multiple times within a week span, Ive talked to their centralized office, an employee who I was rerouted to that they started they would check once they got on property, I even spoke to someone at Bay Rise who actually owns the apartment. No one has been able to help me, or has contacted me back. *** sent emails and even put in another interest request begging them to help me. I gave these people money and my SSN and then they ghosted me. I dont understand how this is okay.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved in less than a month ago second day in my new apt attempted to take shower upstairs immediately noticed bad leak in my kitchen when running upstairs shower. A bad leak I notified the office on multiple occasions nothing has been done. Im paying for a 2 bedroom/2 bathroom apt and I cant use my upstairs shower. When I first brought it to their attention they didnt look surprised at all. I also provided an emotional support letter for my small dog but they charged me pet rent for the month of August. I would like this issue fixed asap so I can have full use of the apartment Im paying full rent in. I have video proof of the shower leaking into my kitchen. Someone should also address that tenants dont clean up after their pets in these apartments

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into the Overlook on 7/20. My apartment was not ready to be moved into even by that evening. We had no AC for the first day. We still do not have a working microwave or washer. Our dishwasher had mold growing and I had to clean it myself. Our water heater needs to be drained and its making loud noises all day. Our apartment was also never painted or touched up prior to our move in. Two of our cabinets have holes in them and there is a large hole in our ceiling. No one had come to collect the trash for the valet service and the office staff informed me that they are no longer using the service and that I have to keep paying nonetheless. There is no working light outside my door and the fire alarm panel outside has been going off since we before we moved in. All of these issues have been relayed to the office staff and nothing has changed.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have lived in these apartments for over a month and have had issues with our a/c since move in. We have filed multiple maintenance requests and have had people come out to take a look and have done nothing to even try to fix it. We keep getting the run around and they are saying nothing is wrong. We have to keep our a/c on ***** degrees for it to be ***** degrees.. We have a baby arriving any day now and these are not livable conditions. Our electricity **** is tripled due to us having to run our a/c non stop. We have tried contacting corporate and we can not reach anyone above our management. We need help.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are 3 issues that have not been resolved. One is renters insurance, they have a copy and have been provided the info they need (and the office staff has stated it will be corrected), I've been charged 2x by them for renters insurance (that is not needed as I've provided proof of my own), Second is a dishwasher that is not fixed (the first ticket put in in *** was fixed for 2 wash cycles than broke again, an emergency ticket was placed end of *** because there was a smell of something burning, they weren't able to fix it, third ticket was placed 6/4 and was closed out w/ nothing done 6/24, the fourth ticket opened 6/27 as it's not been fixed), Third issue, there's been a refrigerator outside my bedroom window (that was removed from my neighbor's apt) for approx 3 months now. I've called about all of these things and nothing has been fixed. I was just made aware of the actual charges on my account that I expect to be credited back to my account.

  Business response

  07/12/2022

  The refrigerator has been moved from outside of ************************** building, and her dishwasher has been fixed and is now working properly. Management has been asking ********************** to bring in a copy of her renter's insurance policy since she's only emailed a screenshot of part of the policy, and the policy is needed in full in order for ********************** to be compliant.

  Customer response

  07/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  My dishwasher has still not been fixed and I have given them multiple copies of my insurance, while they have removed the refrigerator and the $100 from my ****, my dishwasher is still not fixed.
  
  Regards,
  
  
  ***********************************

  Business response

  07/25/2022

  ************************** dishwasher has been fixed and is now working properly; maintenance went back to her unit last Wednesday (7/20).

  Overlook at Bear Creek's Assistant Manager has called ********************** and spoken to her in person about her renter's insurance policy, stating that the full declaration page is needed in order for her to be in compliance.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original unit rented, reeked of animal pee and was extremely dirty. Had to be moved after already unloading Second unit, was being worked on from a leak Recess light has been hanging with wires exposed since move in AC unit has gone out 4 times in less than three weeks, only to be charged with freon as a fixFilter left out of AC unit Never received trash can for valet trash ************ cover in kitchen took 2 weeks to be put back on 3 out of 6 vents were installed backwards Water stains on walls and ceilings Second unit, left with walls, microwave, fridge and cabinets covered in plaster Infestation of ants Roaches on countertops Staff accessed apartment without notification Entered residence with dog not crated as previously discussed. At this time, left doors open that were specifically shut to keep dog out, dog got into trash due to this Unprofessional/bordering inappropriate contact from corporate construction manager Lied to several times by office regarding repairs Flooding in apartment Have not had one day of a fully functional AND safe apartment

  Business response

  06/24/2022

  Good Morning, 
  First and foremost I want to apologize for the quality of product and customer service both. After speaking with the resident in regards to these matters we have released her from her lease contract as of 6/22/22 and are refunding all money paid by her. In addition we are getting an outside contractor to re-inspect these complaints and make certain this does not happen to another tenant. In regards to the contact from a construction manager this has been reported to HR and is being investigated as ******* does not take this lightly. If you are needing any further documentation please do not hesitate to reach out. 

  Thank you, 

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

  Community Manager 

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