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Business Profile

Apartments

Village At Fox Creek

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    To give you history of the situation. A notice was sent on the 1/16/24 all water would be shut off on the 1/17/24 the notice stated theres no estimate time on when it will be back on due to the breakage of the pipes. On the 1/17/24 water entered my **************** was notified through the app & with a phone call. Hours later maintenance showed up, looked around & stated a crew will be coming to clean up & will place fans to help dry out the unit. No one showed up until the 1/19/14 to clean & apply the fans. On that same day 1/19/24 a notice was sent asking to respond if your unit had ********* replied with no and my unit number. That was the last correspondence about the water outage. On the 1/22/24 I received a notice stating that my request has been resolved regarding the water issue. But I still had no running water. My family and I were displaced from our home due to this matter it disrupted our lives in every aspect from shelter, work, school and food. I reached out to the property manager on the 22nd inquiring about the water situation and compensation. I was told ********** needed to be called. On the 29th I went to the office inquiring about the water situation and compensation and there was no word from **********, I explained it has been 10days & I havent had running water. I was told that the water was on since the 19th the secretary sent maintenance a text to go check my home while I was in the office talking & he turned on the water. I contacted ********** via email on the 29th I called on the 2/2 & 2/5 left messages and no one responded back as of yet. Again my family and I was displaced from our home due to negligence, Im seeking help for compensation for rental reimbursement for the 10 days that we were displaced.

    Business Response

    Date: 02/14/2024

    On 1/16 and 1/17, due to the freezing temperatures, we had several water lines break.  Some of these were main water lines that affected several buildings.  Water was turned off in these buildings for repairs.  On 1/17 ServPro was called to come handle the numerous flooded units. They arrived that day with 3 crews and started removing water and installing drying equipment.  A list of all units that needed extraction was given to them when they arrived.  On the 17th they worked until 11:30 pm and came back at 9 am extracting water. On 1/18 additional plumbers arrived on property to assist with repairs to broken water lines.  On 1/19 they advised me that all water should be on in all buildings and to notify them if anyone was still without water.  I sent a message out to all tenants to notify me if they still were without water.  **************** responded to this message that she still did not have water.  Maintenance was sent to all units that responded and got water on for those units.  The next time I heard from **************** was on 1/22 when she called and ask if she would be compensated for the days she was without water. I told her that decision would come from upper management.  She did not mention during this conversation that she was still without water.  The next time I heard from her was on 1/29 when she came into the office and stated that she was still without water. Maintenance was notified at that time and they responded to turn the water on.  Between 1/20 and 1/29 **************** did not notify me that she was still without water.  

    Customer Answer

    Date: 02/14/2024

    Complaint: 21268909

    I am rejecting this response because: 

    I did in fact inquire about the water issue on the Jan 22nd and all ***** said was that she had to get with upper management so I waited for a response and Communication of any sort I provided an image of when I did notify them my water was off and they did not follow up. 

    Regards,

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

    Business Response

    Date: 02/14/2024

    The image attached to the rejection is the last time I was notified that **************** still did not have water.  That was on 1/19.  I did was not notified again until 1/29. On 1/19, maintenance was sent that day to all units who responded that they did not have water.  Ms. ******* apartment was on that list.  On 1/22 when she called, no mention was made that she still did not have water, she only inquired about compensation for the time she did not have water.  As far as I knew water had been turned on at that unit.

    Customer Answer

    Date: 02/14/2024

    Complaint: 21268909

    I am rejecting this response because: On the Jan 22nd I inquired about the water situation as well as being compensated due to not having no water. I was told upper management had to be contacted. There was no follow up so I went into the office on Jan 29th to see what the update was because there was no communication from the property manager ***** on this matter. This company and maintenance drop the ball when it came to turning my water back on my and my family was displaced for 10days due to negligence on their behalf and I should be compensated for their mistake on not following up when I did replay to the message they sent about not having water instead of closing out my work order. 

    Regards,

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

    Business Response

    Date: 02/16/2024

    Upper management has responded to this complaint directly to the tenant.  All water was restored on 1/19.  Maintenance checked all units that responded that they still did not have water including Ms. ******* unit and turned the water on.  The call on 1/22 from **************** only addressed compensation, she did not mention that she still had no water.  I did not hear from her again until 1/29. That is when she told me she did not have water.  

    Being that maintenance did respond on 1/19 and turned on the water there was no reason for me to believe that she did not have water.  Had I been notified that she still did not have water, someone would have responded again to find out the issue.

    Business Response

    Date: 02/16/2024

    Upper management has responded to this complaint directly to the tenant.  All water was restored on 1/19.  Maintenance checked all units that responded that they still did not have water including Ms. ******* unit and turned the water on.  The call on 1/22 from **************** only addressed compensation, she did not mention that she still had no water.  I did not hear from her again until 1/29. That is when she told me she did not have water.  

    Being that maintenance did respond on 1/19 and turned on the water there was no reason for me to believe that she did not have water.  Had I been notified that she still did not have water, someone would have responded again to find out the issue.

    Business Response

    Date: 02/16/2024

    Upper management has responded to this complaint directly to the tenant.  All water was restored on 1/19.  Maintenance checked all units that responded that they still did not have water including Ms. ******* unit and turned the water on.  The call on 1/22 from **************** only addressed compensation, she did not mention that she still had no water.  I did not hear from her again until 1/29. That is when she told me she did not have water.  

    Being that maintenance did respond on 1/19 and turned on the water there was no reason for me to believe that she did not have water.  Had I been notified that she still did not have water, someone would have responded again to find out the issue.

    Business Response

    Date: 02/16/2024

    Upper management has responded to this complaint directly to the tenant.  All water was restored on 1/19.  Maintenance checked all units that responded that they still did not have water including Ms. ******* unit and turned the water on.  The call on 1/22 from **************** only addressed compensation, she did not mention that she still had no water.  I did not hear from her again until 1/29. That is when she told me she did not have water.  

    Being that maintenance did respond on 1/19 and turned on the water there was no reason for me to believe that she did not have water.  Had I been notified that she still did not have water, someone would have responded again to find out the issue.

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