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:02/06/2024

  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 been in a lease contract since July 2023 with Peak Property Management. They had these tenants move in upstairs a couple months after I had settled in. The tenants upstairs have two loud dogs that bark and make loud thuds all hours of the day and especially early in the morning. On top of that the tenants are always stomping and wont allowing anyone in the building to talk to them when they know theyre an issue after getting multiple notes on their door about their noises from other tenants in the building. The Property people havent done anything about the noise and said they were going to address the issue months ago. Now the property people are barely responding to me and havent been in touch with me for months. They also have a issue with giving out too many parking passes so I pay $50 a month for a spot thats not guaranteed because they dont regulate the parking lot nor does their towing company ever come around to check. I have been dealing with this issues for too long and need some kind of solution.

  Business Response

  Date: 02/15/2024

  Hello, this is a response from our property manager:

  She moved in to ******* Street Lofts Apt 104 in early July, her neighbors moved in directly above her late August **** 204). Her upstairs neighbors have two dogs, one is *** and they both were screened. ******* reached out in September complaining of noise from the dogs and that her neighbors were stomping. We sent out noise notices to the property on September 6th. ******* requested I call her about it as it didn't stop. When I spoke with her she relayed that she can hear the dogs walking around and it bothers her. I asked for videos with sound - nothing is truly out of the norm for a property that is pet friendly, no excessive barking or loud barking. Since she had several complaints we did send a direct email to 204 about the noise level. ******* started leaving notes on their door (the neighbors sent us the notes). The neighbors also have a ring camera in the apartment and said they are happy to share footage of their dogs when they are at work. 
  
  I went to the property twice during the day in the last two weeks and purposely stomped up the stairs to see if I could hear the dogs- not a single bark. I'll keep checking when I'm there.
  
  The team has told both neighbors who issued complaints that if noise levels were so loud during quiet hours that they should call the non-emergency line and file a complaint. They also have accused 204 of being bad pet owners to which if they truly thought the animals were in danger to also call animal control or the non-emergency line. We do not have the authority to do much in this situation other than to help guide the tenants through to a solution and hold other tenants accountable, if we are able to witness a lease violation or find a police report that supports evidence of a lease violation.

  We have not been able to witness a lease violation, the upstairs tenants have been communicating with us, and to our knowledge, the complainants have not went as far as to file a police report due to the excessive noise.
  
  ******* has been refunded for the cost of parking due to a mistake that we made.  This occurred proactively when we noticed our mistake and before we were notified of the BBB complaint. 

  We aren't happy that ******* is having a poor experience and we would love to help her.  We are doing our best to work with all involved to the extent of our authority. 

  Thank you.

• Initial Complaint

  Date:04/10/2023

  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 payed $375 to break my lease, and have referred over ten people to the management company who are all qualified to rent the apartment, and every person has been hung up on or told the apartment is unavailable. it is my belief that they are trying to extort the $375 fee to create a listing for the apartment out of me.

  Business Response

  Date: 04/18/2023

  *********************** reached out to our team and wanted to break her lease, a binding legal agreement of which she agreed to.  Her lease did not contain any lease break options, however our team offers a standard lease break procedure for ALL Tenants, regardless of whether they are on our company's lease (which allows this lease break procedure) or not.  We offered Autumn the lease break opportunity, which incorporates a reasonable fee to go toward compensating our team for our administrative time assisting this Tenant.  The tenant had the choice to pay half of the fee and perform the marketing, showings, and find a new qualified tenant on her own OR pay the full fee and our team will complete full professional marketing and tours for the unit on behalf of the tenant.  The tenant chose to pay half the fee and perform the marketing and finding leads herself. in doing so, she's sent our team a few leads, none of which were qualified (they must pass our standard screening criteria to be approved, the same for every tenant we place). Currently, we do have an applicant that we are working with, and we have communicated this to Autumn.  There has been numerous conversations back and forth, but it appears Autumn is unhappy with the situation regardless.  With that, it's important to understand that our team does NOT benefit in any way from delaying this process, so there's no reason for us to not work with Autumn.  Of course, we understand that usually when a lease break occurs, there is something unexpected happening to cause this, which could be high stress and an undesirable situation for the Tenant, and having to deal with leasing can be frustrating (which is why we offer to perform all services as well, if the Tenant should choose to accept).  Our team is obligated to conduct business professionally and qualify tenants the same, while looking out for the Landlord's and the Tenant's best interest.  We feel we are accommodating all parties the best we can in this situation and will continue to work with ****** and the leads she sends our way, and hopefully we can place a qualified tenant in the near future. 

• Initial Complaint

  Date:01/24/2023

  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 moved into this building on 12/16/2022. Since I have moved in, my apartment has flooded twice, my refrigerator is leaking a brown substance, my dishwasher has fallen out of the wall and injured me, etc. I have tried to contact them to resolve these issues and have been completely ignore. I have called, sent several emails and nothing has been resolved. The living conditions in my unit are unsafe and has caused my property to be damaged. I have contacted my insurance and they have not been able to get in contact with them either.

  Business Response

  Date: 01/25/2023

  ******, we understand your frustration with maintenance issues in your rental unit.  Anytime something breaks or leaks, especially over the holidays, it can be enormously frustrating and stressful.  Our goal is to provide an excellent experience although these things will happen from time to time. When the water leaked, it was due to an operating error of the washing machine in the unit above you.  Our team was immediately responsive upon hearing of this leak and arrived on site within minutes.  We shut off the water and diagnosed the issue with the appliance, and corrected it.  Our maintenance team entered your apartment to search for any property damage and did not find anything. Afterward, our team spoke with you regarding your renter's insurance and encouraged you to file a claim for any of your personal damaged property.  You mentioned you did not want to pay the deductible. ***************** is required per the lease to cover your personal belongings in case they are damaged during your stay due to maintenance issues, accidents, or natural occurrences.  Our team is aware you have submitted other maintenance requests and all have been responded to, some are still underway.  Our team has not received any calls from your insurance company, and we have not received any email communication from them.  There are many ways to get in touch with us.  Please ask your insurance company to call ************ which will go to 10+ team members to answer, or they can email ********************** which goes to our entire customer support team, managers, and other administrative team members.  We are sorry you've had to deal with some maintenance issues, however we truly want you to have a good experience and we are standing by to help. 

  Customer Answer

  Date: 01/26/2023

  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.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:12/22/2022

  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 a lease with peak property in which I requested a lease break. I am expected to pay for the apartment until my replacement is approved. There has been multiple delays on the part of peak property that has made me owe more and more money due to the delay in processesing. There was so much delay to the point where i now have to find a new tenant because it took so long. Staff at Peak were misleading me, saying that paperwork is submitted one day and another day they tell me it isnt. I have been trying to contact peak consistently and have so much trouble getting in contact. Even when I am promised a follow up phone call, I do not receiver it. I had so much trouble contacting them that I had to have family members calls for me. When mg mother called, they even shared information with her that I was never provided. That my tenant was rejected and needed a co-signer. I had to find that out from family calling for me after they wouldnt answer me. Instead of being notified professionally, considering that I am paying until the apartment gets filled, I was never told by anyone at peak that my applicant had been rejected and required a co-signer. Who knows how many days I waited in limbo because I was not adequately notified. I am happy to find a tenant and follow all lease break procedures, but there has been so much delay and miscommunication from peak which has caused me to lose my tenant. I would like some compensation for the time I spent in December expecting peak property to professionally help me with my break lease. Its not okay that I can literally never get a hold of them. I call multiple times almost every day with no answer. Even when I do get an answer, its a staff member who misleads me. I need the company I have a leasing contract with to hold up their side of the lease and at least be available to support me breaking my lease.

  Business Response

  Date: 12/28/2022

  ********, thank you so much for your feedback.  Hearing from our residents, both great reviews or negative, allow us to improve.  We are a small, local business and we care about our community and the experience we provide.  Our current company-wide response time is less than 5-hours on average.  I'm sorry that you did not have a good experience as you were breaking your lease.  Responsiveness and communication are centered in our core values.  While we were allowing your proposed applicant time to respond to our suggestion of finding a co-signer or roommate to help with the screening process, we could have done better at keeping you updated.  Ultimately, your proposed applicant was unresponsive to our team and we weren't able to bring that lease to fruition.  From what I understand, our tenant support team is currently working with you to continue to discuss your options.  Please remember that ********************** will get you directly to our tenant support team manager, as needed.  We hope that your experience will quickly improve, and that you'll be more satisfied with our team before your exit. We will do the best we can on our end.

  Customer Answer

  Date: 01/01/2023

  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 am not satisfied because despite significant issues that resulted in significant delay and charges that i am now responsible for, the only type of rectification is that they offered to waive a small fee. The small fee they waved was actually due to the a poor estimate on Peak Properties end as well. While they note that they typically do not have trouble staying in contact with their tenants, that simply isnt true. *** had issues over my year and a half with them that escelated to the point of having to knock on a locked door at their office during business hours just to get some kind of help. I expected a much more significant response that included waiving of fees associated with the delay of the lease being broken. 

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