ComplaintsforMarquee West Apartment Homes

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday July 29, ************************************************************************** front of the Marquee West Apartments located at *************************************************. My car will be looked at by my insurance tomorrow. However the EXTREMELY RUDE apartment manager is stating she was instructed by the general manager to have it towed off a city street even though police and my insurance have advised not to move it. The aparment manager REFUSES to give me contact information for said general manager so I can personally speak with them about the situation.

  Business response

  08/15/2023

  On Saturday July 29th at 4:32 a resident informed me there was a hit and run on the side of the road.  I called a team member to go and let the units know of the accident.   The complaint came from someone who IS NOT a resident on the property and was just a visitor,  On 8/1 I did speak with them and I did ask if they got a police report and called their insurance, I got no response I asked can you call insurance and see what they are going to be able to do for you are they picking it up or do you have to take it? The only response I did get was when they did ask for my general managers cell phone number, I did tell them I can not give her number out but if the actual resident calls me I can give him the information to corporate.  The resident came to my car and asked me for the number, I told him I do not have it on me but if you call the office I can give it to you.  He did not call me so I called him back and I did tell him tell that I will NOT be having any car towed, we will and have to wait for the insurance due to it being a hit and run. So if the car has to sit out there for a month or two it will have to sit out there.  ************* did come and pick up the car and the other car is still out on the side of the road waiting for insurance to pick it up.   I also do know I CAN NOT have a car towed on a public road, especially if there are not any " NO PARKING" "private parking unauthorized vehicles will be towed" signs , .  And she was is no way of any other residents.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in these apartment homes, Marquee west apartment number 2,I have reached out to my land lord time after time she does nothing to resolve the issue, I began to hear a leak in my closet Tuesday August 16th, I then notice I have another leak in my room as well as in the kitchen where my lightbulb is, water drips out, I proceeded to call her various times throughout week as well as visit with her Monday august 22nd and still no resolution I sent the company an email august 23rd still no response. My ceiling has now fallen apart leaving me exposed to the pipes of the roof and unknown water that leaks out. This has been going on for two weeks and the apartment is unlivable, its hazardous having water leak out of an electrical appliance, I tried to negotiate with her to move me rooms and she says I cannot move or break my lease to get moved out of my room, she tries to charge me 2 thousand dollars to break my lease with nothing fixed on top of that the smell is horrid. I have been living in a friends home struggling.

  Business response

  03/07/2024

  This young gentlemen did live at our property. He did come in and report the issue but on August 22, not any day before. As soon as he reported the issue to me I went to his unit and took a photo to send to the maintenance to see what they need to get the issue fixed, I have a photo where I sent to the maintenance on August 22 .  I did have the guys go in there and replace all sheet rock in the kitchen and in the bathroom, replaced light fixture in kitchen and put kills to keep future mold growing and new paint, in the bedroom we even got a profession carpet teck out to take care of the carpet and extract all water and do a deep chemical clean on the carpet, the carpet was also new carpet.  I did also ask the gentleman if he would like to go into another unit, he advised me no if everything is fixed I will just renew, but he has a friend that is needing a unit, so I sent him an email with the information for his friend on the 15th of August. I do also have an email on dated for September 30th asking if he could please return the new signed lease, because he had agreed to renew. He called me and advised me that his at the time girlfriends mom did not want him to stay in the unit anymore that she wanted him to go stay with her. I did told his if he decides to do so and he does not pay or give a 60 day notice it will go on his credit.  He asked if he can do arrangements, I told him yes but once you miss a payment it will be sent off.  He never called me emailed or came in to the office to let me know what he decided. He just end up skipping the unit.  I did send his statement to the emergency address listed due to him not providing a forwarding address when he vacated.

  Customer response

  03/08/2024

  Complaint: 17785812
  
  I am rejecting this response because:

  I notified them when the leak was starting and it was just a bubble I told them. A month later went by and it gradually got worse and my items was damaged. The carpet was not replaced I would know if it was. I went in there and cleaned it myself constantly. Yes I did leave and went somewhere else but during the time that was happening I was still paying. It was stinking and it smelt like straight c*** in there like sewage. How could I not remember this ? It was my first apt and the worst experience ever. After a month and a half yes they did go in and put sheet rock on it. But its like they didnt actually try to fix it. The sheet rock still had open space to where I can see through the roof ? Leaks was everywhere and it wasnt just water it was brown. She waited this long knowing what they put me through just to get it fixed. I had to throw away so many things because of that leak. After so she want to throw it on my credit like I just left for no reason. No anybody would be disgusted and disappointed with how **** treated the situation and waited till I contacted the better business bureau to act on it and didnt even fully fix the issue. Thats why I asked for a refund cause I was still paying on a apartment that had p*** water coming through the sealing and smelt worse. So yes I left ? Did you expect me to just be okay with waiting almost 2 months the fix the issue and when yall so called fixed it it was still holes in it? 
  
  Regards,
  
  *********************************

  Business response

  03/08/2024

  When the gentleman notified us of the situation we did take care of it as we needed to do so, we had to get into the top unit and fix the leak before we could fix his unit,  due to if we just fixed his unit and not upstairs the issue would still have continued, we do have steps we have to take when it comes to leaks and the first thing is to stop the leak before any repairs to keep the leak from continuing, the water is going to be brown it is coming from the pipes from many units, not just the one and also all the dirt from the pipes the water does run down the pipes and not like a sink faucet. We did not send our team to fix the repairs after you contacted BBB due to I did not know you had contacted BBB untill I got the message yesterday on 3/8/24 regarding this situation, so the repairs were done as prompteed by our maintenance team to fix the issue. We do let the sheetrock dry to make sure no mold is growing from the moister, and if so we would need to replace the whole sheetrock, that is why it is left open a few days.  After the repairs the maintenance did clean up all the sheet rock on the floor and top of closet and swept up the sheetrock as good as they can, I was with him that day because they were showing me where the issue was and how they fixed it, I did advise the gentleman we fixed the sheetrock but we have to let it dry, and for his belongings he can call his renters insurance, we do require all residents to have renters insurance due to water leaks and emergency's as this. He did pay, but he then stopped and skipped the unit, when going over lease I do advise residents to give 60 days and I can work with them to keep going on credit but this gentleman did not come in the office and just skipped so we did have to send him to collections. I did not say we replaced the carpet I said it was new and we had carpet tec go and extract water and put a chemical in as the shampooed the bedroom. And he did not wait two months, he paid rent on 8/15 and picked up a renewal to renew, then by 9/5 I put a not payment notice and he had already skipped the unit. We have rented the unit since then and I have no had and work orders or complints about any leaks. Also it was actually the kitchen sink that was leaking and not the bathroom, I don't know how it could smell like poo, I can understand dirty water.  

  Customer response

  03/08/2024

  Complaint: 17785812
  
  I am rejecting this response because:

  I wasnt informed for letting it dry or any of that sort, oh and the lease situation I tried to sign it twice. One time I went she said she would be there and wasnt and the second time I went she said the electricity was down so I couldnt sign it. That isnt my fault that is more of a personal problem. I lived it in for 3 weeks she wasnt believe me I know what it smells like going home from work and having to sleep and wake up with it smelling like that. You expect me to give a 60 days notice when it took about 60 days to fix the issue. I contacted bbb after I didnt know what to do and usually for me to complain it takes a minute cause I like to believe when youre paying for something you get treated right and it gets resolved in a manner where you dont have to go through extreme measures this complaint happened in 2022. Why is this situation being treated as if the way I left and complained isnt reasonable ? Why is there an argument ? I wouldve treated you with the respect of notifying but I wasnt treated well with the whole situation ? Now after 2 years she say I owe $3,000 and wants to get it on my credit ?. If I was informed in the right matter and didnt have to wait till my ceiling fell through and damaged my belongings multiple time the better business bureau wouldnt have been contacted I put that bucket there and constantly had to clean it up myself for the longest time myself yeah she decided to help but EVENTUALLY after awhile ??? I never missed a payment and when I was late it was paid due to the times I get paid. The last month I left of course I didnt paid couldnt sheet rock dry shut all the way ? It risked more leaks coming through half way completed ? Seems like an excuse to me. 

  Business response

  03/08/2024

  Yes I informed you, as far as the lease I was waiting for it to be return and signed, I put it threw the door into the unit. You had the copy of the lease I was waiting for it to be returned. I have never been without power in my ************** not to come in, and if I ever come across to where I do not have power, I would not leave my door open for anyone to come in if I am not able to help them I would close my door and put a note on the door as I always do when I'm on property or lunch or even a meeting. And yes a 60 day is required no expectations, as mentioned when lease was signed, you signed and agreed to it as well. This in not an argument, it is more about a balance owed, you are more than welcome to call bbb and ask when the email was sent. It does take minutes but there was an issue on why it was not received, I would not wait almost 2 years to respond. We have no reason for excuses, we have Protocall on fixing leaks, and it does take a bit longer when the issue is not reported right away. You were not staying in the unit at the time you stated you were staying at your girlfriends.  I did call every time we were going to go out, and I never got an answer. We did get the issue fixed and resolved. Along with the odor and it was still a skip. The amount that was not paid was for the month of August? And you did have missed payments May and **** were paid on **** 22nd. Yes sheetrock can dry when shut but that is when you get mold due to the moister trying to dry with no air, and we had to make sure mold was not going to grow after the repair, it was also left open for the maintenance to make sure there were no more leaks and more for your health.  If mold would have grow it could have caused health issues for you and we were not going to let that happen, that is why we got in there and fixed it correctly.  

  Customer response

  03/08/2024

  Complaint: 17785812
  
  I am rejecting this response because:

  no completely wrong I vividly remember walking in there and your husband sitting next to you and you telling me. I cant do it right now the power is out. No sign or anything on the door. No need to lie were both grown ?. You put a notice saying that I need to sign. I came in twice and didnt work. You guys must not have known protocol well then because my apartment didnt get fixed as such. Id hope its fixed by now after its been 2 years. Id hope yall figured it out ?? So of course there isnt leaks now ?? And it dont concern me now cause guess what by the ***** of god I dont live there anymore. I dont owe you anything yall didnt treat me well ? What dont you understand ? Youre a grown woman arent you ashamed that you feel the need to lie ? You feel the need to act as if you dont remember because you have dry evidence ? Of simple stuff when I obviously lived there and went through it myself ? What do I feel the need to lie for ? 
  
  Regards,
  
  *********************************

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