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:11/26/2023

  Type:Order 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 signed my lease about 3 months ago,on august,I was told about a move in special for when i sign the lease which was a months free rent.I was told that my third month would be free as a part of the special but they are charging me full rent and arent replying to any of my ******.They still have that move in special one month free rent offer up on their website.I believe that they are partaking in false advertising as a way to get customers.

  Business Response

  Date: 12/15/2023

  Dear ****************,
  
  We received your BBB inquiry and in response wed like to clarify our policy and our specials for the time frame in which you applied and moved in to *************************.  Anytime we offer a special our tenant or applicant will receive that offer in writing as a concession addendum to your lease. The "One month off" Special was for applicants who moved in during the month of July and who also did not receive special rental rates. Your rental rate is $1028 which is considered a "special rate" as it is not our market rent for your unit. As far as emails that have gone unanswered, I am uncertain as to what emails you're referring to that have not been responded to, I've spoken with you over the phone, through email, as well as in person.  We also responded to your ****** Review, asking you to come to the office so that we can explain our specials and policy again. Unfortunately, we are not affiliated with **********.com, we provide updates to their third party marketing team and they update or dont update their sites as often as they choose. 
  
  To clarify, you moved in August 8, 2023 , with a rental rate of  $1028.00, which was the special for August move ins at that time.
  
  I hope I've provided clarity you've needed. Please feel free to contact me if further explanation is necessary.
  
  Best, 
  *************************

  Customer Answer

  Date: 12/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:You are infact affiliated with **********.com since your listing literally says verified by **********.com. The price that was put there doesn’t say “special pricing” and it is most definitely not my fault that I wasn’t given a addendum considering how that was the job of the staff since everything else is done online I assumed as a first time renter that the discount would be automatically added yet it wasn’t and instead I got told I should’ve gotten a physical copy instead which your business failed to provide. How unfortunate.

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

• Initial Complaint

  Date:11/26/2023

  Type:Service or Repair 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.

  Since around December 2021, I have been dealing with an improperly functioning refrigerator in the apartment I rent at *************************** which are managed or owned by Gates Hudson. I have submitted multiple repair requests, only once did someone actually come out and work on the refrigerator and change out a part. This person said that if the repair did not resolve the issue the refrigerator would need to be replaced. The freezer ices over extending into the refrigerator and drips water because the refrigerator does not get cold enough, it max cooling around 50 to 55 degrees. I worked from home until October of this year yet they repeated marked the issue resolved without ever coming to my apartment. I went the leasing office several times pleading for assistance and was told a new refrigerator would be ordered. Finally this summer I showed up at the office when a district manager was there, she said most of the office and maintenance staff had been let go and the refrigerator that was ordered for me probably was given to someone else. She got on the phone and arrangements were made and supposedly a refrigerator was ordered. Well, someone finally showed up, unplugged the refrigerator to defrost the refrigerator, claiming the problem was I turned the refrigerator temp too cold over filled the freezer. This information was told to me by the office staff later. I have defrosted the freezer often and the freezer was not over filled. They said raised the temperature gauge and left it unplugged saying they would come back but never did return. The refrigerator was now cooling no colder than 65 based on their settings. I returned to the office again to beg to even have the refrigerator switched out from one of the three or four vacant units in my building. The man in the office said he would discuss it with the maintenance people. Nothing. All I have gotten in the last few months is repeated surveys from Gates Hudson asking "How did we do?"as if the have come out.

  Business Response

  Date: 12/15/2023

  Good Afternoon,
  
  Thank you for your response.  I have had time to review the service request history as well as our appliance order history and have confirmed that a refrigerator was ordered for your home back in August 2023.  Unfortunately, the installation was not installed due to an oversight during personnel changes and we send our deepest apologies.  The refrigerator has now been replaced.  Should you have any further questions or concerns, please do not hesitate to contact us.
  
  Kind regards,
  *****************************************
  Senior Property Manager | Gates Hudson

  Customer Answer

  Date: 12/15/2023

  
  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,
  
  ******************************* ******
  

• Initial Complaint

  Date:11/11/2023

  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.

  On October 21st, I notified my leasing office about a bed bug issue in the unit. The employees acted as if they have never heard of such thing but stated that they would send a professional out to check the problem asap. On November 7th, someone working for pest control came out to inspect and said that there was definitely bed bugs coming into my unit from another unit. They stated that someone in the building passed away and when they were cleaning out the unit, they saw a bed bug infestation. I have spoke with other residents in the building, and they have also complained so I’m not understanding why this problem hasn’t been taken care of yet. I am a single mother with small children and they have been getting bit up bad. Sending a child to school with bed bug bites is humiliating and embarrassing. It is now October 11th, and ****** at ******** still has not attempted to get rid of the pests. They are also stating I owe them money, but when I reach out to the employee at the front desk, she says that I am in the clear it’s just a check that was sent in hasn’t been cleared yet. I can’t keep coming out of pocket to buy pest control products. This man across the hall from myself passed away months ago and nothing has been done. I would hate to have to take this any further, so I am coming to you first. I need a solution to this problem as soon as possible or there will be consequences to these problems. Thank you so much in advance!

  Business Response

  Date: 12/01/2023

  Good Morning, *******
  I understand that you are not satisfied with our response to the bed bug situation in your building. I also understand your willingness to get this taken care of, but when ***** Pest was at your apartment on 11.17.23 your apartment was not prepared to the specifications we gave you, therefore your apartment could not be treated. The Technician took pictures while in your apartment that showed it was not ready for treatment. ***** Pest is scheduled for a return visit 12.1.23 and as long as your apartment is prepped properly, it will be treated.
  
  As far as the voucher, there was apparently a mix up with the former manager. We are still honoring your voucher originally from 10.3.23 and resubmitted 11.22.23 in the amount of $852.66, however, you are required to pay the remainder to get your account up to date.

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair 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.

  Gates Hudson community management failed to sustain a clean and habitable environment in my unit as per Virgina law article 55.1-1220. Water damage in multiple areas of my apartment [walls and ceilings in several rooms] were reported on 08/07/2022 and 09/23/2022; these reports were not taken care of properly. The management team did not find or disclose the source of the water damage nor did they remove the water damaged drywall — they instead painted over the damage. Dishwasher problems such as a leaking and smelling dishwasher that was waterlogging the surrounding areas (including carpet) was reported on 11/05/2022, 12/02/2022, 01/27/2023, and 06/29/2023. We were told that all of the dishwashers in the building had this problem and there was nothing that we could do about it; the dishwasher was not replaced and the carpets were not inspected knowing that they were wet for over 24 hour periods of time. Because of these prolonged water damage issues I suspected that there is mold in our apartment and reported it to the leasing office for inspection on 08/27/2023.Since then I have found even more water damage and visible mold in our AC unit & water heater that our leasing office is aware of; when I asked them to test for mold they did moisture readings, several of which beyond 15% (12%-15% being normal levels) and they still refused to check for mold. The management team is not only dodging my requests to have a mold testing done but isn’t offering a viable solution for the water damage throughout my apartment, replacing the dishwasher and carpets, as well as disclosing information about the mold although I am concerned for my health and safety. They have only offered to clean and move our AC unit as well as paint over the water damaged areas[again]. Because of this issue I would not only like to ensure that they properly care of the water damage, mold, filthy/moldy air conditioning, and leaking dishwasher but to terminate our lease due to these hazardous conditions.

  Business Response

  Date: 11/10/2023

  Dear **************, 
  
  I hope this message finds you well. I am so sorry you were unhappy with your home. The health and well-being of our residents is of utmost importance to us and we took this matter very seriously. 
  

  We worked hard to remedy the situation and make you comfortable in your home. However, after careful consideration, we have decided to grant your request for lease termination, with no penalties. We kindly request you complete your move out process, as discussed by the end of the month. This should facilitate a seamless transition for both parties. If you have any questions or concerns during this period, please feel free to reach out to our office. 
  We wish you all the best in your future endeavors. 
  
  Thank you, 
  Management **************

  Customer Answer

  Date: 11/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:09/19/2023

  Type:Sales and Advertising 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 moved into the ********************* apartments April 2022. A few months after was left without a toilet for over 48 hours and the only accommodation I was given was access to the bathroom in the lobby which is not open 24 hours since they do not have key fobs. Later I was moved into another apartment because I had a cockroach infestation that resulted in severe anxiety due to the size and locations I was finding them in. When moved into the "newly renovated" apartment the walls were not finished, the kitchen was falling apart, and the toilet didn't work. Now in July 2023 the upstairs apartment flooded and maintenance did not think to check my apartment so 3 days after that flood I came home to standing water in my living room, bathroom and kitchen. When I called maintenance they said they would be over with a dehumidifier- that came 2 days later. I have been working with the apartment and I cannot get a call back from the management here or the management company Gates Hudson. They have now sent my last bill from July to collections for over $200 when my final ledger is for $128. Something is fishy and they also did not inspect for mold after the flood and I had to leave due to the health risk for me and my dogs. I was left to pay rent on that apt for 3 months due to their negligence.

  Business Response

  Date: 09/27/2023

  Dear Valued Resident,
  
  Thank you for providing us the opportunity to resolve your concerns through the BBB. We are highly committed to resident satisfaction and we apologize that you did not experience just that. I believe we met personally, and in order to provide the best customer service due to maintenance issues , we removed the toilet seat, light bulb and blind charges which were considered damaged when you moved out. If there is anything you need further, please do not hesitate to contact me at ************. 
  Wishing you the best,
  
  
  *************************, CAM, CAPS
  General Manager
  *********************

• Initial Complaint

  Date:09/14/2023

  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.

  Gates Hudson is the property management company for the apartment complex that I live in. I am in a month to month lease agreement. I have submitted the required 30 day notice to move out but Gates Hudson did not accept it because they say that a 60 day notice is required. I requested to move out because Gates Hudson has failed to provide habitable housing for over 3 months now. I have not had a working central air conditioning unit since June 12th 2023 when I first submitted a request online. I am interested in filing a complaint because state law only requires a 30 day move out notice but yet they are making us stay longer in these oppressively hot conditions. Gates Hudson did offer a temporary resolve in July of 2023 by providing a window air conditioning unit, however, it required a window for the duct to release exhaust out of. This meant that it was only stationary by the kitchen window; the rest of the apartment was brutally hot, especially the bedrooms where the rest of my family slept. In order to stay somewhat comfortable, we all have had to sleep in the living room that is adjacent from the window unit many times. Also, our apartments thermostat has read between 77 degrees and 82 degrees all summer long, with it being set at 70 degrees and the window unit being less than 10 feet from said thermostat. Using the oven or stove with that set up has been impossible due to the amount of heat it would give off creating even more unbearable conditions in our apartment. I have made several repair requests in person, in writing, and through certified mail. Despite all of that, no repair was made and the living condition has not been properly addressed; especially with the record setting summer temperatures. We have already found a more suitable apartment elsewhere and I have submitted a move out notice on September 5th 2023. If Gates Hudson would allow me and my family a 30 day notice to move out (Oct 5th) instead of the 60 day notice (Nov 5th) I would be content.

  Business Response

  Date: 09/26/2023

  Hello ***************************,
  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We have decided to approve your request and let you out with no penalties on the 5th of October.  Per our conversation you will be turning in keys on the 5th of October instead of the 5th of November.  
  
   If you have any further questions or concerns, please do not hesitate to contact us.
  
  *************************** CAM
  Sr. Property Manager 
  (o) ************ 
  Residences at ***** ****/Residences at ****** *****/********* *****

• Initial Complaint

  Date:08/24/2023

  Type:Order 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 role of property management at ****** of ******* changed about 3 times in as many years. When Gates Hudson took over there was no maintenance being performed and the trash removal was so bad that people were just piling trash up in front of already full dumpsters. They had to put temporary dumpsters around the complex. My lease expired in March of 2022 and I was looking to move out so I didnt resign for a new lease, so at that time they started charging me a $400 premium on top of my $2300 rent. So from March to July when we moved I payed over $2700 a month for rent. I inquired about my original security deposit that was paid in 2015 when we moved in but Gates Hudson claimed they did not have any of the original records to show a security deposit. I also inquired about a 30 day move out notice and was told that now it was a 60 day notice requirement. On June 1st I turned in my 60 day notice and paid Junes rent $2700 and on July 1st I paid Julys rent $2700. My settlement date was July the 10th, and we were moved out and turned the keys in personally on July 11th.I received a move out statement 8/8/2023 They charged me a $118.60 balance as of 7/11/23 no explanation a $400 premium 7/2023 $13 liability insurance $25 trash $7 pest control $2175 rent $151.23 and $19.25 water and sewer for6/1/23-7-11-23 $340 drywall repairs $480 for 4 doors $1037.72 amount to be refunded $1403.23 rent responsibility for 20days and ****** month to month premium And I still owe them $623.57 Which I think is outrageous And believe it or not this amount is also after small credits being applied and keeping my security deposit.Management is horrible Accounting is horrible as well I know I am due some money back but this company has a fast track to the court system and it seems is using legal tactics to intimidate people into paying their frivolous charges or at best inaccurate book keeping.I have all the documents I mentioned and would be willing to share them with you.Thank you

  Business Response

  Date: 09/05/2023

  Hello, ******,
  
  After reviewing the account and the photographs taken during your move-out inspection, we have assessed charges only for the actual damages to the property. The $300 security deposit you paid at the beginning of your lease has been credited back to your account, along with an additional $37.87 in interest.
  
  The following charges have been applied to your account:
  - Water bill for the period of 6/1/2023 to 7/11/2023: $170.48
  - Accent wall repainting: $340.00
  - Damage to doors and walls: $480.00
  
  Attached to this email, you will find the detailed move-out statement and photographs of the damage for your reference.
  
  Best Regards,
  *******************************, ARM
  Property Manager *************

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

  Customer Answer

  Date: 09/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  When Gates Hudson was informed of our plans to move from their property a $400 premium was charged to me with no explanation on top of the actual rent for 5 months 

  thats $2000 extra. Keys were returned during business hours on July 11th. $2700 was paid on July 5th. Eight years of residency no complaints on time payments and minimum damage to the property I am seriously believing I should have gotten a refund 

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

• Initial Complaint

  Date:07/16/2023

  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.

  I have ben a resident of ******* ***** apartments for the past 6 months and it has been a horrible experience and I truly regret moving on this property. This property is owned by Gates Hudson and they are not any better! Since March, I have been experiencing issues with my HVAC and washer/dryer (which are very small). My air conditioning seems to go out almost every other day and the maintenance staff always informing me it is the heat outside that causes my air to go out and I told them that cannot be true! Every time I call the rental office about any issues I am having in my apartment, the Leasing Agent ******** gives me attitude and she is very rude and unprofessional! The leasing agent ******** told me one time when I called to talk to the Property Manager *******, she said they do not feel like being bother and I was saying to myself who talks this way to a resident! Most of the time they do not or will not answer the phones! I have three service animals and every time there is an issue with residents dogs, my dogs get blame. My air went out again today! Last week, I called to speak to the Regional Manager of the property and as today no returned call from ******** * and I have left him messages prior to last week. When I did not hear back from him, I called and asked to talk to his supervisor (***** ******) and no return call from her either! I feel as if I am being harassed and not safe here at this property! The staff is horrible! BBB please HELP!!!

  Business Response

  Date: 08/02/2023

  **.  ******,
  
  I have received your complaint you filed with BBB. I would first like to inform you that Gates Hudson is the Property Management Company for ******* ***** Apartment not the owners.  *******, Assistant Manager, has gone above and beyond to assist you during your move in, with your work orders as well as with your issues of nonpayment and the eviction process. The issue with leasing, ********, was addressed after you and I spoke about it and your email about her behavior was received.  The first work order for your AC was put in on 4/5/2023. Between 4/5/23-7/10/23 you’ve had 8 work orders entered due to your AC, each time maintenance has made repairs and your AC has been blowing below 52 upon them leaving.  On May 23rd, maintenance found an issues with the condenser and it was replaced. On July 10th you placed an emergency call for the AC, the maintenance tech on call responded and you become very aggressive and threatening towards the technician. On Saturday, July 15th you called in another emergency call and at the time the maintenance tech on call informed you that a contractor will replace your entire HVAC system on Wednesday, July 19th.  Since you moved in, we have received numerous complaints about your animals not being on leashes, not cleaning up after your animals, getting in arguments with other residents that has led to the police being called, as well as video proof of you stealing a neighbor’s food deliver from their apartment door. Due to those issues, you received a 21/30 in March and another one in July, as of today August 1, 2023 Management still continues to received written complaints, pictures and videos of your behavior from other residents.  Maintenance has provided service for all of your request and Management is enforcing the lease guidelines you signed at move in on 12/12/2022. If you have any additional issues or concerns, I can be reached at ###-###-#### or Manager@*************.com.
  
  Thank you,
  
  *******************************
  Property Manager

  Customer Answer

  Date: 08/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: due to the facts given are unfair and mostly untrue. I’ve stated multiple times and spoke to you all in regardless to MY SERVICE ANIMALS in which you have all of their proper documentations. My dogs have been accused multiple times for other peoples dogs in which I do have emails on that topic. I have been harassed and threatened by other residents in which my foul behavior took place in which the police have been called on me and animal control. My dogs have been an issue since I’ve moved in. They have never attacked any one or another dog or animal. My dogs perform the task for my disability in which I’ve stated numerous of times. There have been safety issues in the area and I don’t feel safe my dogs are my protectors and any time I walk them they are on the leash unless we are in a dog resonated area that is (not the park) there have been other dogs off their leashes and I’ve sent pics about it as well. ******* has a nasty mouth and can be rude at times I am not taking away the help she provided me but her character speaks volume. As for the food delivery being stolen NOT once has any one from your office called me to see what actually happened in that situation. You went based off a video, false accusations and assumptions. I’ve already explained and spoke to my neighbor before she reported this to you guys that it was a mix up and that DoorDash delivered my food to her door by an accident. That situation was handled unprofessionally. Again, I feel harassed by you guys and the residents around me because of how many dogs I have and the type of breed they are… I literally don’t bother anyone or cause any conflictions or chaos. Instead of reaching out to me to rectify the situation you send me a 21/30. As far as the HVAC goes as you’ve stated it’s been a while since I’ve put the first order in and if I did 8 orders why did it take so long for you all to come to a conclusion on replacing the system? It’s been months and I have health issues and I expressed that and I wasn’t told that it was below 52 degrees I’ve been told it’s because of the weather and that it was to hot and that was the excuse every single time so I did speak my mind and never disrespected the maintenance guy I simply told him that’s not an excuse and that my HVAC needed to be fix ASAP. So that message above is unacceptable. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/23/2023

  ***  ******,
  
  I am sorry you do not agree with our assessment and would be happy to further discuss your situation.  Please reach out to me at ************ or Manager@**************.
  
  Thank you,
  
  *******************************
  Property Manager

• Initial Complaint

  Date:07/16/2023

  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.

  I live at ********************************** ***** in Richmond VA and the maintenance is horrible. In May, there was a storm and the floor in my bedroom became saturated with water. It took maintenance several days to respond, and by that time the capet was beginning to mildew. I was told that I would need to move all of my furniture out of the bedroom for it to be cleaned properly. I'm certain that if they would have responded immediately, the excess water could have been suctioned out and a blower could have dried it adequately. It's July and the carpet is still damp. I've had to put baking soda on the carpet and buy an air purifier to avoid getting sick. Last month the air went out. It also took several days for maintenance to respond. When he did, the unit began leaking water, I put in a request and it was never answered. Now, the next battle is the pest. I'm being charged a pest control fee but there's a mice infestation. I've asked for an exterminator and no one has been here. I've cleaned up several mice on traps that I bought. It should also be noted that the maintenance manager is careless. He's lost the master key to my apartment and will have the audacity to insinuate that I'm making it hard for him to get the jobs done because I won't take off work to accommodate his incompetence. I am in the second unit I've rented on this property. No need to move me, they're all poorly managed. I want them to actually complete the maintenance requests. I pay over $1400 a month and until I can move, they need to actually make this place livable.

  Business Response

  Date: 07/26/2023

  Dear **************,
  
  Here at the ********** of ******** ***** we strive for excellent customer service and handling necessary maintenance request in a timely fashion.  We would like to apologize if you feel you have not received this regarding your maintenance requests in your apartment home.  
  
  The water that came through your bedroom wall during a rain storm was caused by a previously unknown foundation issue and was repaired by a contractor as soon as the contractor was available.  The maintenance supervisor made multiple attempts to get in contact with you via phone regarding your apartment home, items that needed to be moved away from the window, etc., however they never received a response back.  Once maintenance did hear back from you, and I spoke to you directly, I walked your apartment with the maintenance supervisor and found no continuing issues with this area, however the carpet contractors were contacted the same day to clean the area and install a dehumidifier to ensure any moisture was removed from the room.  Please see invoice attached for this service.
  
  The second area of concern was in regards to an after hours call made by you regarding your air conditioning unit not cooling.  The maintenance supervisor responded within an hour and found your A/C unit frozen. He communicated with you and told you that he would have to turn it off to allow the unit to unfreeze and would be back the next day to service it.  The unit cannot be worked on while frozen.  The maintenance supervisor returned the next day to recharge your A/C unit and contacted a contractor to extract the water from in front of your A/C closet and clean the area.  Please see attached invoice for this service.
  
  I also understand that you have seen mice in your apartment home. Your apartment home was inspected by ***** Pest Control on 7/19 and next scheduled date is 7/28. As I mentioned to you on the phone, they put down traps for the mice, however we are hoping to start with a pest control company on 7/28 and they have a different/highly effective treatment for any sort of rodent issues. Once I have more information regarding this, I will let you know.
  
  Again, we apologize for any lack of communication or delayed response time regarding your requests. We really do strive for excellence in all we do and we appreciate  your tenancy here.  Please don't hesitate to contact me directly if you need anything at all. 
  
  Respectfully,
  *************************
  

  Customer Answer

  Date: 07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I received one call several days after the initial request about the leak in my bedroom.  The maintenance supervisor did not leave a voicemail and it was when I called back that he spoke with me.  Regarding my air unit, when I called for service I was initially told that he could not come out that night, 7/3/2023 but I guess he felt sorry for me since it was still over 80 degrees in the evening.  He told me when he got there that he didn't come the actual day that I made the request (3 days prior) because "he had his kids."  He did come back and work on the unit, and when I noticed the water leaking from the unit, I put in a request and it was also days later before there was a response.  The request for an exterminator to come into my home was also made a couple of weeks before they actually got there.  Attaching your invoices mean that you did eventually get to them, but none of these requests were timely and there was no sense or urgency on your part.

  Signed,
  
  ***********************

• Initial Complaint

  Date:07/13/2023

  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.

  I'm a previous tenant of **** of *******. I was on the property for two years and we had over four Managers during that time. I was promised better living conditions by each person and by the time it happed it was too late. The health and sanity of my daughters and myself is why I had to terminate my lease 49 days early. I've been receiving emails from the Central Billing regarding the balance owed and I've expressed to numerous people that I don't' believe I should be responsible for the full balance due to what we experienced by the hands of another tenant who neglected his dog (Pitbull) on the balcony for almost a year. - ******* *****’s response to my lease termination request to move out on January 26, 2023 was very direct, unthoughtful and inconsiderate to me and my family, knowing firsthand what we’ve been experiencing (As I’ve made reports to the previous three property managers). The referencing tenant in unit #*** had just moved out on January 17, 2023. One of the maintenance Technician’s was on my balcony working in June of 2022 and the dog urinated on him while he was working. The same thing happened to me twice while watering my plants. I’ve had to purchase and use bug zappers because of the constant gnat infestation that we were experiencing. I have documentation for myself and my children from the Emergency Room regarding us being bitten in our sleep by insects and having to take medication. To know that my family and I were exposed to germs like bacteria and parasites on a daily basis for months without inattentive actions by the property management is reckless and negligent.

  Business Response

  Date: 08/03/2023

  Hello **************,
  We apologize for the inconvenience that you experienced during your residency at ****************************. After reviewing all of the information, we agree to make an adjustment to the final balance due. This adjustment will remove the rent responsibility charges thru 3/31. The remaining balance will be for pro-rated rent, trash and insurance thru 2/10 plus charges for carpet replacement and drywall. 
  
  A revised statement will be emailed and updated with the collection agency. Please let us know if you have any other concerns. Have a great day!
  
  *************************
  Property Manager 

  Customer Answer

  Date: 08/17/2023

  When I moved into my unit it was newly remodeled and the carpet was brand new. As stated in my complaint the only reason the carpet would have need to have been replaced is due to it smelling like dog urine. ***************************** sent me an email on 03/18/2023 in agreeance what I should not be responsible for the carpet replacement and that the fee should be removed from my balance. So I do not intend on covering that charge as I've been cleared to not do so.