Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (this was supposed to be a renovated unit)Told the office I couldn't breath right cause air not coming into the unit I told the office it's fire hazard for lint to be in vents and it's inadequate airflow they completed my work order right when the office closed I had to buy an ac unit just to sleep at night. Its disgusting in here it's ***** infested and a water leaked happened an messed up all my clothes broke a TV and ruin a mattress this all happened the week I moved in and I've been here less then a month nothing have got fixed or cleaned and I have 2 kids with me they gotten sick already here and in stressful to keep them from overheating

  Business response

  06/12/2024

  Dear Better Business Bureau,
  

  We acknowledge the receipt of the complaint from Mr. ****** ***** and appreciate the opportunity to provide a response to his concerns.

  ************** moved into our property under the agreement that he would provide the necessary financial commitments for his stay, including the application fee, deposit, and first month's rent, scheduled for a move-in date of April 20. Unfortunately, ****************** check was returned due to insufficient funds, and despite our repeated requests, he has not made any rent payments since his move-in date. None of his payments ever cleared and has paid the apartments $0. 
  

  Regarding the specific issues ************** has raised:
  

  Air Quality and Ventilation: ************** reported issues with the airflow and potential fire hazards due to lint in the vents. Attached you will find the maintenance requests that we opened for ************** and the dates we completed service for his apartment unit. Upon receiving his work order, our maintenance team addressed and completed the requested repairs promptly.

  Additional AC Unit: While ************** mentioned that he had to purchase an additional AC unit to sleep at night, our records show that our team attended to his complaints about the air quality and ventilation issues despite his non-payment of rent since he moved in. 

  Pest Infestation: ************** reported a ***** infestation. We take pest control seriously and have a regular schedule for pest management. Any reported pest issues are treated as a priority, and we ensure prompt action. We have no record of ************** submitting a work order for this. However, his unit was left very dirty, with food and trash everywhere in his apartment to attract pests. See photos of his apartment unit. 

  Water Leak and Property Damage: ************** reported a water leak that damaged his belongings. We regret any inconvenience caused by maintenance issues. However, we responded to each of his requests for service as promptly as we could. 
  

  Living Conditions: We strive to maintain our units in a habitable condition and address all maintenance requests promptly. Given the severity of the issues he described, we encourage all residents to report such concerns immediately so that they can be addressed.
  

  Health and Safety Concerns: The health and safety of our residents are of utmost importance. If ****************** children experienced health issues due to conditions in the unit, we urge immediate communication with our management so we can investigate and take necessary action.

  Furthermore, due to the non-payment of rent and the *** (insufficient funds) check, we issued a notice to vacate once his funds **** an ***. On May 17, we filed for eviction due to non-payment of rent, and the court date is set for **** 14. ************** currently has an outstanding balance of $4,398.26 (full Ledger Attached of his bills). 

   In addition to the financial issues, there were several incidents where ************** verbally assaulted our property manager and attempted to physically assault (by throwing keys) at a member of our maintenance team. These actions were unacceptable and created a hostile environment for our staff and other residents.

  We take all complaints seriously and aim to resolve any issues amicably. However, it is crucial to consider the full context, including ****************** non-compliance with financial obligations and inappropriate behavior towards our staff.
  

  We hope this provides a comprehensive overview of the situation and our response to ****************** complaint. We remain committed to ensuring a safe and pleasant living environment for all our residents.
  Thank you for your understanding.
  

  Sincerely,

  ******** Property Management

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

  Customer response

  06/13/2024

  Complaint: 21747006
  
  I am rejecting this response because:
  I never paid because they never attempted to fix anything wrong with the unit the ac didn't work on my move in date and I left as fast as I could get approved elsewhere I couldn't take half of my stuff due to the horrible ***** infestation that the property has all of my work orders were marked completed by management without even attempting to fix the problem within the unit, this company is horrible and very unprofessional I was told that they've slept in hotter temperatures when asked about the ac reaching 89 degrees during the day 
  Regards,
  
  *****************

  Business response

  06/13/2024

  I have thoroughly investigated the concerns you raised in your complaint to the BBB. Our maintenance team diligently examined the ** unit on multiple occasions and confirmed that it was indeed operational. Additionally, they explained that the ** may not have functioned as desired because the temperature settings you requested were not feasible and were causing the system to freeze up due to constant running. 
  
  Regarding the payment issue, upon your initial move-in, you remitted payment which unfortunately bounced due to insufficient funds. Despite our efforts to resolve this matter, we have yet to receive any payment from you. 
  
  We promptly addressed the water heater leak as soon as it was brought to our attention, demonstrating our commitment to resolving maintenance issues promptly.
  
  As per the terms outlined in your lease agreement, you are obligated to fulfill your financial obligations or vacate the premises. Despite our repeated requests for payment or compliance, you have not adhered to these terms. Consequently, we have no choice but to seek legal resolution through the court system.
  
  While we regret any inconveniences you may have experienced, we assure you that our team has taken all necessary steps to address and rectify the issues raised. However, it is imperative that outstanding balances be settled in accordance with the terms of your lease agreement. 
  
  At present, you have an outstanding balance exceeding $4,000, and legal proceedings are underway to address this matter. We remain open to an amicable resolution but must ensure compliance with the terms of our agreement.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a 2 bedroom 2 bath in October of 2022. My spouse and I resides here and signed an electronic lease. We paid our rent for 3-4 months before rent went up 200-300$ with no explanation. We continued to pay rent while asking for clarification. The apartments changed owners 2 times over the course of 9 months. We went into the office to ask for a copy of our lease and the lease they had on file is NOT the one we signed. They have generated a new lease and electronically signed it being they only accept electronic signatures. Weve never received an eviction notice or notice of a balance stating we didnt pay the proper the amount the first 4 months. Weve paid over **** dollars in unexplained charges. Per our lease everythings was included besides electricity. The lease they forged says its an additional charge. The entire lease is fraudulent and my name isnt even spelled correctly. I am in the Army and receive federal funding for housing and signed a lease and agreed to the contract signed initially. I did not approve a new lease or agree to new terms. They signed my husbands signature and altered the entire lease. We pay for pest control monthly but the price changes every month and weve never seen pest control. Also we paid a pet deposit and per our lease have been paying pet rent but upon moving out no one could verify we paid the pet deposit. All leases, contracts, notifications and payments are done through a portal that has changed 4 times since moving in. I try to get a list of current charges and a copy of our initial lease and it says the link is expired **** to contact the apartment complex. I went to the apartment complex office 3 times asking for a explanation and informed her the lease link is expired and she got rude. Its Christmas time and the account we pay our rent from is our savings so we dont touch it throughout the yearwe go to check the account as there should be close to 3,000$ in it and there is a measly $173.17. Please help.

  Business response

  02/13/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the concerns raised. It is important to clarify that the individual in question was not an official tenant under our lease agreement. She was residing in the unit with her boyfriend, a recognized tenant, without providing formal notice of her stay or intention to vacate. Subsequently, there were damages identified in the apartment that necessitated repairs, leading to incurred costs.
  
  As per our policies, these circumstances resulted in the non-refund of the boyfriend's deposit. He was informed of the situation and the reasons for the charges, which he acknowledged. When the individual attempted to address this matter with our staff, it was explained to her that, due to her lack of legal tenancy (not being listed on the lease), we were unable to engage in discussions regarding the lease agreement or related financial transactions with her.
  
  We regret any distress this situation has caused; however, the decision not to refund the deposit is based on the contractual agreements and the condition of the property upon vacating. We remain committed to clear communication and adherence to our policies for the fairness and satisfaction of all parties involved.
  
  Sincerely,
  
  Letitia 

*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. ↩