Complaints

• Initial Complaint

  08/25/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Apartment unit has been without an operating **** unit for 1 month. The window unit barely cools to a humid 85 degrees. This is unacceptable. The employees have no desire to have the **** repaired and keep dismissing the issue. 1. It does not take 1 month to diagnose and fix an **** issue. 2. 85 degree humid environment causes mold to grow. Mold growth is extremely unhealthy. Mold growth will effect other units as well.

  Business response

  09/12/2024

  It is true that the ** in this apartment did not work on and off for an extended period of time. The original issue was reported on 8/2. On the same day a temporary window ** unit was installed while an HV** technician attempted to diagnose the issue. The ** unit was recharged and working so the service ticket was closed on the same day. On 8/14 your son placed another service ticket stating the ** wasn't working again. It was frozen and our HV** technician discovered a separate issue and several leaks in ** unit so it was determined we would replace the entire ** unit to avoid this from happening again. We made sure the temporary ** unit was still provided and we felt it was more than sufficient in the interim as your son lives in a studio apartment and the window unit is designed to cool spaces much larger. Unfortunately, the new ** unit had to be ordered and it did take a few days to arrive and then be lifted on to the roof where we had multiple HV** techs working to get the unit installed as quickly as possible given how long the wait had already been. We did everything within our abilities to repair this unit as quickly as possible but unfortunately there were circumstances outside of our control and we truly apologize for that.

  
  Regarding mold we never found anything of the sort in the ** unit or apartment so there was no risk identified however if ever we do find anything like this, we treat and remediate right away.

  
  We also regretted having to ask your son to cease verbal communication with us as he was calling our leasing staff derogatory names and while we understood and empathized with his frustration, we will always protect and defend our staff and not allow them to be spoken to or treated in such a way. We hope you understood the reason for us needing to do this and we appreciate you stepping in to take over communications with us after that. We hope now that the ** has been working for a couple weeks that we can turn a corner and help make your sons home a place he enjoys calling home. 
  

  Customer response

  09/12/2024

  The horrific online reviews validate what tenants have had to deal with. We have had the same experience w/maintenance, management, office staff and all of the lies...They do not care and its more than obvious based on these online reviews and experiences.

  
  

  Consumer resources....

  
  

  The Consumer Protection Section of the Office of the Attorney General Ph#************ or ************.

  
  

  The ******************************** at Ph#************ or ************.

  
  

  The ****************** at Ph#************.

  
  

  www.bbb.org

  Better Business Bureau
  
  
  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My leasing agency called out of nowhere demanding $270 claiming we were not paying enough for a parking pass. I had signed a lease for $50, been told explicitly it was $50, and had paid $50 a month for two years, until they called saying it had always been $65 and we needed to pay the backcharge. When I went in questioning how it was fair that they send us zero notice we had been underpaying until we owed $270 they completely changed the story and said it WASNT from that and was actually from changing a parking pass that hadnt been paid for. I had paid for the changed parking pass but they insisted I had not, as well as a $20 charge that they couldnt even explain. Staff were extremely hostile and had zero interest in trying to resolve it. also asked me to send a cash payment to some random address Id never heard of before. Entire thing seems like a scam to me

  Business response

  06/25/2024

  Upon ***** visit to the leasing office, our leasing specialists attempted to look over his ledger and provide him an explanation of the owed balance. We understand how frustrating it us when you are unclear or you disagree with a balance so it was our goal to provide him a clear and concise answer at the time of his visit, but unfortunately, we were unable to do so as it seemed ***** was unwilling to hear anything due to his frustration with the situation. He not only stood over our leasing specialists who asked him to please have a seat so she could attempt to assist him and explain his ledger, but would not allow for her to provide him any explanation of the balance. We let him know that while our parking rent was $65, that if we had made a mistake and given him the wrong rate, we were more than willing to review this but he continued to refuse to have a calm conversation and was raising his voice at the leasing specialist.
  
  At that time, a team member from management stepped out of their office to attempt to speak with him and remedy the situation. When prompted to refrain from getting loud with our staff and please have a seat so the ledger and balance could be explained, he continued to protest. We stated to him that we would like the opportunity to sit with him and go through the charges to come to a resolution, but he replied stating that we were scammers and that we had no intention to actually help. We continued to insist that if he would just take a moment to calmy speak with us, we could get everything sorted out together. He continued to refuse and walked out of the office without ever allowing us to review his ledger with him. He then had his mother contact the office to discuss the ledger on his behalf. His mom allowed us to explain all of the charges line by line. She seemed understanding of the fact we werent given the opportunity to do the same with her son. Ultimately, because we could understand ***** confusion and frustration regarding the balance, we decided to waive his late fee in order to alleviate some of the discontentment.
  
  We feel that our attempts to research and discuss the charges on ***** account were met with refusal and predetermined judgement of us without ever being given the opportunity to do our best and remedy the situation. Despite this, we still felt the right thing to do was waive a portion of the balance due as an act of showing we are sorry for any frustration he felt. No additional money will be refunded as requested through this claim. 

*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. ↩