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:11/27/2023

  Type:Billing 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 been a tenant at this complex for 3 years and each year it progressively my stay gets worse. I have been trying to get in contact with the leasing office to no avail. I was communicating with them and then they stopped responding. The leasing assistant has tacked on additional fees to my account for a washer and dryer that is already included in my rent per my lease agreement. If Im not mistaken that is called double dipping and is illegal, especially if the lease agreement that has been signed by the leasing office and the tenant shows a different amount. The fee was added on to my November rent and the leasing office has not been responding to my request to remove the additional fee. ****** who works in the leasing office is stating that I havent been paying the fee however documents on file that have been signed by both me and the rental office show that my washer and dryer fee is included in the $1609 rent that is being charged to me. The sudden increase in rent is not legal and if there are any changes made they must be in writing and both parties have to sign an amendment to the lease per landlord tenant laws in VA. I want them to remove the additional $40 fee from my account and adjust the system to subtract it from my $1609 rent as originally agreed upon and to credit me the $40 fee that was charged in November.

  

  Business Response

  Date: 12/05/2023

  The resident was correct and was overcharged for their washer/dryer for November and December. The manager is making the correction and the resident will have a credit of $80 for January. The property manager said she had not known about any of this and had not spoken with the resident. The employee the resident was speaking with resigned without advising the property manager about this concern. The property manager has spoken with the resident this morning and apologized and advised about the January account credit.

• Initial Complaint

  Date:11/16/2023

  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.

  Landmark property services has actively violated tenants leases numerous times. I alone have eight recorded entrances without notice. The primary reason for this complaint is the negligence to provide internet for an entire month (August-September). This is explicitly promised in the lease. I was severely financially damaged by this violation as it displaced me from my home. My primary income relies on direct and secure internet access in a private location (I do remote support for a web hosting company). I am seeking one month off of rent for the displacement of my life for an entire month. They have admitted to the breach of lease, but refuse to compensate reasonably. If the situation cannot be resolved here, I will be resorting to legal action.

  

  Business Response

  Date: 11/17/2023

  Giagamonster District Squares internet provider declared bankruptcy and discontinued service July 31, 2023.  Neither the property manager or the regional manager received a copy of the notice and only found out about the situation days before termination.  We reached out to ****************, and they began working on the building within days.  They had to do work on the main power station and then enter each unit to ensure all equipment worked properly.  This took approximately three weeks and new service was invoiced 8-15-23.  This issue was dealt with as quickly as possible. ******* was offered to be let out of his lease, but he refused, and ******* was offered a credit which he also refused.  

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

   Landmark Property is blatantly lying about not knowing the internet provider was going out of business. I sent them this notice ahead of time because I was informed my account was being closed with the internet provider. Are we seriously to believe they would tell me but not the apartment complex? Clearly, even if they didn't get that communication, they certainly got my communication. The business was closing. The business also confirmed that they had sent communication numerous times. Negligence on Landmark's part does not constitute an emergency on Skywire's part, which is why there was a lapse in internet coverage. Landmark was fully aware that I intended on using my apartment as a remote work location (I used this job to prove my income on application). 

  Since I was unable to use my apartment for an entire month, I expect one month rent compensation. Landmark offered $25, which would not even cover compensatory internet service over that period. Leveraging and inflated rental market against your low-income tenants after violating the lease is an extremely shady business practice.

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

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  Landmark Property at **************** (5811F)At the beginning of December I filed a request for pest control for roaches in my apt and the common areas of the building. The complex sent Orvis out to spray however this did not work and I filed weekly pest control requests for several weeks. I spoke to ******************** and showed him the dead roaches and was told the spray they ordered will not work. I passed this along to ****** oaks with no change in action and wanted additional action since they only sprayed my apartment and not the building. When I spoke to neighbors they reported having also seen the roaches for a long time too. I had roaches crawling in my kitchen, I had to throw away food, I cleaned out all my cabinets and kitchen spaces to ensure cleanliness and redid the way I stored food to try to prevent the issue. Ive been at ****** oaks almost 7 years without this issue. Willow **** continued to do nothing even knowing this was an issue with the whole building. I ended up escalating the issue to the property manager, I sent lots of pictures, videos, and kept the dead roaches for the property manager to come see, she came into my apartment and looked at them and stated that the roaches are due to living in a wooded area, they dont carry as many diseases as other *************** would look into it but its not a big deal. At this point I made the decision to move out and requested to be released from my lease with no penalty but was rejected so I paid $1870 to put in a 60 day notice. I finally got them to send ****** to come and spray but they only sprayed my apartment (not the whole building) because I complained the most, so roaches are still in the common area and they still made it to my apartment a week later. I reported this with picture ************ just said they would send the weekly Orvis guy back out & are refusing to take further action. When I notified them that I wanted to escalate the issue they said arent you moving out anyways

  

  Business Response

  Date: 03/08/2023

  The tenant's apartment has been on the Orkins (the pest control provider) list to treat for roaches since December 28, 2022. The service provider is Orkin not Orvis. The tenant called the office on January 25, 2023, asking to get out of her lease because of roaches. It was also discovered during that conversation that the tenant had purchased a house. The tenant was informed that the in order to break the lease a 60-day written notice to vacate would need to be given and two month's rent paid. The manager inspected the apartment on January 26, and only found dead roaches in the traps. Management requested a full clean out of the apartment on January 31st, but the tenant was out of the country, and could not accommodate a full clean out. The clean out was accomplished on February 15. It was our understanding that the tenant was going to vacate February 28, but no keys have been turned into the office, and the notice to vacate was through March 31st. The last treatment was on February 22, which was a follow up to the February 15, full clean out. We will continue to work with the tenant in treating the unit as requested. 

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I decided to move out/buy a house due to the roaches. On February 22 there were still live roaches after the last spray. There were more last week that I saw too but dont have a picture with a date stamp like I got on Feb 22. If the treatments until that point were ineffective I expect the business to do something differently however ****** **** told me that wood roaches take a long time to get rid of. ****** identified the roaches as Oriental roaches which are not the same thing. If I have to pay rent through March 31 I will turn the keys in March 31. I paid for the entire month so I will depart March 31 as is what I paid for. ****** oaks has treated me like the is*** of the ENTIRE building is an inconvenience to them and has provided no sympathy and no critical thinking about the is*** to reach resolution. I showed property manager a couple live roaches as well so Im not sure what point theyre trying to make saying there were dead roaches in the trap. I also provided 2 videos showing the live roaches. I want a refund of my cancelation fee of $1870. My next step is small claims court to *** for that amount of money. The response I just received offers no actual solution or action plan, just that they would continue to do the treatments previously stated by pest control are ineffective. 
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:08/29/2022

  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 not had hot water for going on 4 days. This company has done nothing to fix this issue. I can be fair and give them a day or two but four days is too much. This is the second time in two months my water has been out. Last time i was out of hot water for about 2 weeks. My neighbors here a mostly military and if this is how they care for our military neighbors they should be ashamed. I need the water fixed ASAP before i find other ways to escalate this issue.

  

  Business Response

  Date: 10/06/2022

  The property has a tankless water heater system that supplies the entire building. Unfortunately, we had four condensing units that feed the system go out at the same time in early July.  We were able to install half quickly and had to wait on the other two to be ordered. We made the repairs a quickly as possible; all repairs were completed by 7/8/2022 and were working fine. 
  
  The customer emailed the ********************** manager on Sunday 8/28 stating his hot water wasnt working. (We had a bad storm on Saturday 8/27 that caused a power outage for least 5 hours.) The property manager came to the property on Sunday around 11am to inspect the hot water tanks. Although everything appeared to be working properly, she reset the entire system. She also told the customer that she would call the contractor. The property manager then called our contractor the next business day, Monday 8/29, and advised that some residents (about 5 total)  were not getting consistent hot water. The next available day a technician could come was Wed 8/31.
  
  The technician arrived at 10:30am on Wednesday 8/31. The technician stated because the power went out the system needed a certain number of units to turn on their hot water at the same time. The property manager texted every resident through our community portal and asked if they were home to turn on their hot water immediately for the next 15min.Doing so activated all 8 tanks and resolved the issue.  The contractor communicated that this is something that can happen any time and is normal for tankless systems because they are all computer operated.