ComplaintsforFranklin Apartment Management

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived at a property that was managed by Franklin in which Franklin sold the property. I turned in my keys to Franklin on 4/30/2024. I was told by Franklin that day that it would be more or less 30 days to receive my overpaid rent and deposit back. I called today 06/12/2024 and spoke to the current property managers and they don't have records for me and claim Franklin is still responsible since the current management took over 5/01/2024 and only show me as a past resident with no rent roll shown. The unprofessionalism that Franklin has displayed by refusing to help me is unreal. The online portal portal that has since been taken down also should my balance owed to me had been charged for *** and June rent by Franklin as well. The amount that was owed to me was more or less 3200$ and I want this cleared. I left my contact information with property owners the day i moved out and it was a woman from Franklin to forward the money. I feel Franklin is responsible.

  Business response

  06/13/2024

  Good Afternoon,

  I spoke with this former resident yesterday and explained to her that her pre-paid rent and security deposit had been transferred over to the new ownership and that they would have to refund any money that she is owed.  I reached out to the new ownership and confirmed that they are processing her final account statement now.  They assured me that they would contact the former resident and let her know what is going on.  I then called the former resident back and let her know that the new ownership is processing her final account.  

  Thanks,

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am tired of having to tell the front management that my neighbors upstairs constantly are smoking weed, and the maintenance know about them selling drugs from their apartment. I moved here because this was a non-smoking facility, but apparently this is something that is not implemented. I complain about things to the front office and nothing ever happens and until something happens I dont know what else to do if maintenance knows that these people upstairs sell drugs dont you think that is a right to terminate their contract?

  Business response

  05/21/2024

  We're implementing an action plan with onsite Management, Staff, and Security to address smoking/ noise concerns with tenants by pinpointing where these problems occur daily so we can efficiently address them. ****************** has provided information that will assist us in the following steps. 

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 29,2023 I had went to the park of ***************** on ************************** to applied for a 3 bedroom. And I had gave the money order of $599.00 and on July 12 everything passed. So they just needed to fix the unit up and every week they kept saying by next week and kept giving me the back and forth. They even submitted the *** form to opportunity housing on July 20 as Im on section 8 voucher program and July 26 the *** got approved. On September 1st a month passed so they the *** form is only good for 1 month and so I did submit another *** and as the inspection finally came on September 25 it had failed 10 work orders. So I asked for my deposit back as I been homeless with 2 children for going on 4 months. And they refused to give me my deposit so I can continue to look for another apartment as it wasnt my fault.

  Business response

  11/10/2023

  Good Afternoon,

  The deposit refund check has been cut and mailed out to this person.  If you need anything further, please let us know.

  Thanks,

  *****

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

  Customer response

  12/04/2023

  Complaint: 20707593
  
  I am rejecting this response because:

  I did a BBB like a month ago on Franklin Apartment management to refund my security deposit of $599.00. And I got a return call from ***** the same person who responded to the first BBB complaint. Well I received the check in the mail but it was only $221.50 when I paid $599.00 I understand I wont receive the application fee but they kept $350.00 of the amount I shouldve of received. I contacted ***** during Thanksgiving week which she mentioned she wasnt gonna be in the office but I did leave a voicemail and no call back. 
  
  Regards,
  
  ***********************

  Business response

  12/18/2023

  I apologize for the delayed response.  I need to research why she didn't get the full refund.  I'll reach out to her as soon as possible.

  Best Regards,

  *****

  Customer response

  12/26/2023

  Complaint: 20707593
  
  I am rejecting this response because: I havent received no phone call or anything from Franklin management. No management apartments shouldnt take over 3 months to get the full refund. I only received less than half and I didnt add the application fee they kept $350.
  
  Regards,
  
  ***********************

  Customer response

  12/26/2023

  Complaint: 20707593
  
  I am rejecting this response because: I havent received no phone call or anything from Franklin management. No management apartments shouldnt take over 3 months to get the full refund. I only received less than half and I didnt add the application fee they kept $350.
  
  Regards,
  
  ***********************

  Business response

  01/02/2024

  Good Morning,

  In checking with the property, ************** signed the application agreeing that the deposit would not be refunded if she cancelled on moving in.  I've attached the last page of the application that she signed agreeing to this.

  If you have further questions, please let me know.

  Best Regards,

  **********;

  Customer response

  01/02/2024

  Complaint: 20707593
  
  I am rejecting this response because: I only cancelled due to waiting for 3 months to move in. I was homeless with 2 children. I had got a storage unit on July 1,2023 and it had got roaches bad. I would understand if I had got the apartment unit and decided on to cancel but that wasnt the case. I had no where to go I was either staying at my mom house or a friend house. Then after the apartment unit was ready for inspection it had failed 10 work orders; even the ** unit ventilation collapsing. Even the dog on the 2nd floor had dog f**** and urine dripping on the patio I reported it but it got worse. The security deposit is normally refunded; unless I didnt want the apartment unit and I wasted your time. But instead youre wasted my time.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over 6 months of maintenance request unanswered. I have contacted *** many times regarding the following and she does nothing.Leak going under the flooring never repaired. Hole cut into wall, not repaired. Both showers are inoperable for months now. There are roaches coming from other units into my apartment. No pest control request answered. The trash in the dumpsters is overflowing. The contractors do not respect my unit as they have left my doors unsecured and painters have trashed my patio and used my electricity. My car was towed and I am a registered tenant. This is an abomination to the ***************** and something must be done immediately.

  Business response

  08/18/2023

  To whom it may concern,

  
  ***************************** submitted a work order on 5/30/23; records show the leak was repaired on 6/2/23. The hole in the wall has been securely closed since the initial repair and is scheduled for sheetrock repair on 8/25/23. A request submitted by email to Management regarding the replacement/ Installation of both showerheads due to personal preference was not accepted due to liability;there was no mention of the showers being inoperable at the time. ************** requested pest control via email to Management on 6/26/23 due to doodle bugs;our records show pest control serviced the unit on 6/28/23. Management has not received further pest control requests for **************. Management has repeatedly addressed disposal guidelines with Residents and will continue to do so.Management will continue to address any concerns regarding third-party contractors as brought to their attention. In conclusion, ****************** vehicle was towed due to parking in Visitor parking instead of Resident parking which is listed in the property parking addendum acknowledged at move-in by all residents. 
  

  Thank you,
  *********************;

  Customer response

  08/21/2023

  Complaint: 20452517
  
  I am rejecting this response because:
  

  The dates reflected are not in alignment with actual dates of service or completion. Pest control was  requested for doodle bugs AND ROACHES on (email sent to Ehampton) 6/26 and online 6/27/23 then was sent AGAIN on 7/21/23 for ongoing (every 2 weeks) service in addition to an online request made AGAIN on  8/14/23 AND email request for proper weather striping around doors as that was a point of entry. This same request was now including ROACHES due to the surrounding filth and trash outside on the property grounds. Nothing was done until after BBB complaint was initiated. There is still an opening leading to outside due to lack of proper weatherstripining around doors. The roaches were so out of hand they crawled on my exterior doors. They must control exterior filth as my apartment unit is impeccable and this is

  Plumbing request for kitchen faucet began on 7/3 then again on 7/7 and again on 8/14 due to faulty repair work the faucet handle fell off within hours. 

  Bath tub request for service was requested on 6/27 as it was dripping continuously and only proving hot water. Same request sent again on 7/7/23 and again on 7/21/23. This tub is still not functional. 

  Regarding the leak in the 2nd restroom, request was made as the bedroom floor was soaked after taking a shower in the tub. It remained wet in addition to the wall in the closet adjacent to tub. Request for repair was made 1st week of June. No one came to look until over 2.5 weeks later. At this point the water was dried and I personally deodorized area in anticipation of the repair, it began to smell sour with wetness. They came, cut a hole in the wall, said they didn't see anything, left the hole and didn't initiate repair until last week after complaint initiated. This is still not a complete job as there is clearly a plumbing issue and the hole is still not repaired. There could be mold under carpet as there has not been a full padding replacement either. 

  At the time of vehicle tow, there were NO available resident spots and my vehicle is REGISTERED with the complex. This is unacceptable. As it relates to the trash, they are NOT enforcing cleanliness because there is ALWAYS overflowing dumpsters and litter on the grounds.

  Regards,
  
  *************************

  P.S. I have screenshots confirming these details, they are too large to add to the system. I will email. 

  Business response

  08/29/2023

  To whom it may concern,
  

  Management has directly spoken with ***************************** regarding these concerns to ensure we're addressing these issues correctly due to the recent response. **************** explained that her daughter, who lives out of state, is responding on her behalf and has informed her that all issues have been resolved. ************** reported to Management during an onsite visit to unit #***,there were no pest control concerns. The strike plate, Kitchen faucet, and Bathtub faucet have all been addressed; photos are attached. Water temperature tested cold water is functional. The water leak was serviced, and repairs were completed.No moisture was detected in the walls or carpet padding in the affected area;please see photos. We'll continue to address the overflow issues and enforce dumping guidelines with Residents. 

  Thank you,

  *********************;

  Customer response

  08/29/2023

  Complaint: 20452517
  
  I am rejecting this response because: the tub faucet is still not operable..no water comes out and it cannot be used. Pest control was due to return on a 2 week basis, they have NOT returned. They only came out one time since complaint but were promised to come on schedule. They have not. These responses are my own. Not my daughter. This is my home and my concerns. The metal plate has been put under door YET no weather strip to prevent air and bugs coming in and out. Air filters requested over a year and not replaced. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for an apartment at the Artisan ************. my application was never run do to a hold up with paperwork from my employer. I told the property manager that i need to make other arrangements in finding a place and see told me i would not be getting my deposit back. I never accepted an apartment nor did i sign a lease .

  Business response

  03/24/2023

  Good Afternoon,

   

  We were working with this applicant at the time she filed the complaint, and it has been resolved.  We refunded her deposit to her and she picked up the money order

  yesterday afternoon, March 23, 2022.

   

  We apologize for any inconvenience this may have caused.

   

  Best Regards,

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

  Regional Manager

  Franklin Apartment Management

  Customer response

  03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put an application in with artisan of salado creek apartments on September 22nd,2022 and was denied I gave them a deposit of 400 dollars and have not received my 400 dollar deposit back . I keep calling everyday and on November 2,2022 the apartment manager ******** called and said corporate was processing my check well I still havent gotten my money back and they have stolen 400 dollars of my hard earned money.

  Business response

  11/11/2022

  This refund was in the process of being cut and sent to *****************  We apologize for the delay in getting this completed, however, the check was cut yesterday,

  November 10th, and hand delivered to Artisan at Salado Creek Management Office for **************** to pick up.  She has been notified of this and should be picking up

  her check.  Thank you for the opportunity to resolve this complaint.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 4th 2022, I gave ******* of ****** ************** apartments a 27$ money order for an application fee! She called me on June 6,to tell me I was approved for the apartment bring my 300$ deposit I gave her my 300$ money order , the next day which was June 7 she called me to tell me I wasnt eligible to live there said she was going over my income and I made too much! So I asked her for my deposit back and she said she sent it to the main office and I would get it back a week later! Its been about a month! I need my money! Ive been calling every week and theyre giving me the runaround! The only resolution that I see is them giving me my money back! ****** ************** apartments Franklin property management

*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. ↩