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:10/30/2024

  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 notified Blue Atlas of a water line ************** shut off) on the 8th of October. They did nothing to fix the line and ensure I would have water by my move in on the 21st. They promised a technician that day when I called to report it again. No one came or called me. I had to stay in the house for 24 hours without water.If a thorough inspection had been done (according to contract), they would've also seen the faulty dryer plug that could've seriously injured or killed me when I was shocked while plugging in my dryer. This should've been fixed prior to my move in. A full inspection and cleaning was supposed to have been done, according to contract. Neither was done or done well. The townhouse was filthy. They refuse to fully compensate me for the time, money, lack of safety and stress of this entire ordeal or show concern for my well being.

  Business Response

  Date: 10/31/2024

  The complainant notified the leasing team that water was off at the property on the day that she toured the unit. This was before she had even applied to lease the unit, and therefore had not been approved as a Tenant. The home was checked on 10/16 by staff members conducting final inspection, and that is when the leak was reported to maintenance and dispatched to a vendor same day. Unfortunately the vendor did not schedule the work out until the next week due to their existing schedule. Maintenance staff did communicate with Tenant and I have included those messages for review. Tenant was credited in the amount of 2 days of rent for the inconvenience, as well as $250 for the cleaning which is market value for a full deep clean when concerns noted did not include the entire unit. 
  
  The outlet concern was addressed within 1 business day and the complainant is aware that the damage was not obvious due to the black cover, otherwise she also would not have plugged in the appliance. The Manager has communicated our concessions, reasoning, and timeline with the Tenant, and we feel that it is more than reasonable. The Tenant did not respond to her attempts to speak over the phone, nor her email detailing everything.

  Customer Answer

  Date: 11/05/2024

  I am rejecting this response because:   

  I'm not going to argue back and forth with them. The reason I didn't answer their last call was because I was at work. The reason I didn't reply to their last email (I replied to all the others) was because they just continued to say the same things and put the blame on me. This is not my fault.

  I have listed the facts plainly below for the concerns they are refusing to take ownership of. Their contractors schedule is not my concern. I'm only concerned about the law and safety/well being of myself and their other tenants. This is about more than just compensation at this point. I don't feel that they are taking the water and electrical issue seriously and looking out for the well being of their tenant. My hope is that they change their procedures before someone gets seriously injured. I could've been seriously injured or killed by the faulty 240V dryer outlet.

  -When I reported the water issue prior to signing the lease and moving in, I was told they would send maintenance out to fix it. They did not notify me prior to move in that I would not have water. This is against the law. A house is considered uninhabitable without water and they are required by law to notify me. They did not.

  -The 240V electrical outlet was broken. I feel they are putting this on me, saying I wouldn't have been shocked had I seen the faulty plug. Inspecting the safety of this apartment was not my job, it was theirs. The reason I didn't see the damaged plug was because movers had already positioned my dryer in front of it. Because the dryer was blocking most of the light, it was not noticeable without a flashlight. Without the dryer there, the damaged plug was clearly visible (I can say this because I moved the dryer to see what was wrong).

  I asked for a very reasonable amount for all the issues. They responded with what they thought was 'fair'. Below are the amounts I requested. I only received a $344.33 credit from them.

  Lack of electrical safety from dryer plug (I'm very uneasy in the apartment now every time I plug anything in) - $100
  Cleaning (supplies & labor) - $150
  No water (mileage & cost of obtaining shower/water) - $50
  Missing 4 hours work for them to fix the water/outlet (+ additional mileage to and from work) - $150
  Overall stress and hours dealing with all of these issues - $100
  Total Discount - $550

• Initial Complaint

  Date:08/06/2024

  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 air conditioning has been out in my leased unit for 3 day. The temperature has been 95 degrees. My wife has breast cancer and degenerative eye disease. The heat and dry air is causing pain and the inability to rest. The property management company has been unresponsive and communication only by text. The contractor they sent was inexperienced and required a proposal to be approved by a faceless company. They recently imposed a new $50 a month charge for water and garbage. This has always been included in the $2,500 monthly rent. The owner is gouging and not all residents are paying this new fee. I need help and quickly.

  Business Response

  Date: 08/07/2024

  This repair request was sent to a licensed ************ upon receipt on Sunday, 8/4/24. The technician with AC GUYS Heating and Cooling was on site Monday, 8/5/24. He diagnosed the repair needed, and due to the amount and our contractual Owner approval threshold, this estimate had to be sent to Owner and we received approval for on Tuesday 8/6/24. The ************ was able to get the system up and running the same day. Although we understand the urgency as it is summer in *****, a repair request submitted on a Sunday with immediate dispatch, and a resolution Tuesday is certainly reasonable. Unfortunately this Tenant has continued to provide nonfactual information to damage the reputation of the company as well as insult after hours dispatchers attempting to help. ************** seems to think he is dealing with AI, when in fact, he continues to demean actual people. All has been attached for review. The Property Manager called the Tenant on 8/6 at 8:51 AM, and 10:48 AM. The maintenance dispatcher kept him updated through to dispatch software, and that communication has also been attached. Again, real people providing real updates to **************.

  As far as the Resident Benefits Package, a program rolled out portfolio wide, the charges will be assessed with each new Lease signed and at renewal time for existing Tenants. If the Tenant was unhappy with the terms of the renewal offered, he could have chosen to not renew the Lease Agreement and provide his notice of nonrenewal and intent to move. This was a simple check **** option on the offer sent to Tenant. We have been extremely responsive to **************, and despite the false allegations, still encourage him to communicate with our team civilly and professionally so that we can resolve concerns.

   

   

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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.

  On 6/25/23 a tree fall onto the roof into the kitchen I have been trying to get ahold of a landlord or management number to figure out what to do no one has answer me they keep giving me a run around saying they arent the ones I need to talk to

  Business Response

  Date: 07/06/2023

  Hello,

  Since the incident on 6/25/23, we have communicated with ********************** via 30+ messages and a couple of phone calls informing her of the process. The tree was removed and roof tarped up within 3 days of the incident. The insurance adjuster was also on site to start the process. The Broker himself had multiple phone conversations with her due to the hostile manner in which she communicated with our staff and vendors, messages that I am happy to produce for review. Since then we have had to move to written communication.

  We were informed ********************** vacated the property yesterday, 7/5/23. I do not see any missed calls or messages besides the initial move out message from yesterday at 10 am. Our staff will certainly reach out to ********************** through our dispatching software to confirm location of keys, and keep her updated in writing with post inspection results and information regarding security deposit disposition. 

   

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My landlord came for an inspection on 03/01/23, she herself noticed the inside of my refrigerator was warm. I was told someone would come by to look it at maintenance wasnt sent out until 03/13/23. I was out of town and the appointment was reschedule for 03/28/23. The person that came to look at my refrigerator claimed he could not fix it Im not sure why he did but same day my freezer went out as well. Ive gone back and forth with blue atlas for weeks about replacing my refrigerator they would schedule appointments and no one would show. I didnt get my refrigerator replaced until 04/04/23. Ive lost all food because everything was spoiled and the company refuses to replace my items.

  Business Response

  Date: 05/01/2023

  Tenant was informed that the refrigerator was under warranty and we would have to go through the warranty company for the repair. Unfortunately the company (Electrolux) informed ** that they put the appliance on the "do not service" list after the service call because of a ***** infestation. This was explained to the Tenant on 4-3. Blue Atlas acknowledged that this process did take longer than expected and although this replacement should have been Tenant responsibility per Lease Agreement section 14(J) and Tenant should have been held liable for the full replacement cost, Section 14 (C-D), Tenant was not charged for the replacement appliance. Due to this, no refund is appropriate. 

   

• Initial Complaint

  Date:12/23/2022

  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.

  On 10/29/22, I began renting a property from this company. I had to pay an $1850 security deposit. On 20/31/22, I moved out of the property when my lease was up. As of 12/22/22, the company refuses to give me back my security deposit without any valid reason. I emailed my new address to the company prior to moving out. It is my understanding that the company had 30 days after I moved out to return my deposit.

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2022/12/27) */ This security deposit refund and itemized worksheet was processed. If the prior Tenant has any additional questions regarding damages, I encourage him to contact his Property Manager, ******, at XXX-XXX-XXXX or by email at ******@rentblueatlas.com. Consumer Response /* (3000, 7, 2022/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to Texas law, my security deposit and itemized deduction worksheet should have been returned to me within 30 days. It has now been 60 days and I haven't received anything. The law states that I am entitled to three times the amount of my security deposit if I haven't received it within 30 days.

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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've been renting from this company sense 2019. May 24th of 2022 I ask for a payment arrangement. On may 28th I asked again on June 2nd I asked again on June 3rd and 8th no answer I called email also no answer on June 9th I got an email from them for the arrangement did not pay rent went tell 7/22 then they called me asked me I said I was under the impression that they pay more wage my requested went through as I went six weeks without hearing anything from you. I stated I will follow the agreement they hung up call was less then 3 mins then I get late fee never been change them before with agreement in the pass. I call email and request info on these fees and what's going on was told I never had an agreement.

  Business Response

  Date: 10/05/2022

  Consumer Response /* (2000, 9, 2022/08/30) */ Hello so with my case the Business reached out and we can do an agreement if my complaint can be removed from them that would be great thanks.

• Initial Complaint

  Date:07/14/2022

  Type:Billing 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.

  The current (Myself) resident renewed the leasing agreement with an incentive labeled "Resident Benefits Package" for a total cost of $25/month for a lease term of 12 months. It has been more than half a year and we still haven't received any resolution in regard to the benefits package mentioned above. I have tried to communicate with them in a respectful and civil way but to no avail, I have not received these benefits whatsoever. I am seeking a billing resolution for the amount of $300 to rectify the lack of communication and contract breach. Attached you will find the pdf file explaining the benefits package and attached is a copy of our contract explaining the benefits program which, once more, has never been included other than the online portal which is obligatory to pay our rent. I also have our email thread in which I go into detail asking for them to send us what we're owed only to be ignored.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 6, 2022/07/15) */ Contact Name and Title: Rachel F*****-Manager Contact Phone: ************ Contact Email: ********************** We did speak to Mr. ****** on July 14th and have reached a solution to resolve this complaint. Mr. ****** did make us aware that he had filed a complaint with the BBB and asked that you reach back out to him and he will confirm his satisfaction to our resolution. Thank you Consumer Response /* (2000, 7, 2022/07/15) */ Hello, This complaint with the business was resolved and ready to close out. Blue Atlas Realty issued us a credit of $150 and removed the monthly fee of $25 regarding the benefits package. Best, ****.