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:07/15/2024

  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.

  EVERYONE, ESPECIALLY VETERANS!!! DO NOT RENT FROM THIS COMPANY!!! This property management company will take advantage of you!!! If you have a service animal, they will impose undue fines. If you file a complaint, they will impose undue fines. All of that is on record with WA State and the ********** of ********* Most recently, clients of ours lodged a complaint and have been the victims of retaliation from the company. This complaint includes the Director of ******************** *****; Property Manager, ******* and Property Manager, ******. Our clients were informed that an anonymous complaint was filed with the management office against them, just 6 days after submitting their initial water usage complaint and the outcome was an unwarranted fine. The anonymous complainant is an employee of Graf Investments named ****. Unfortunately for ****, he was named by the property manager, *******. There is a clear pattern of abuse in this company.

  

  Business Response

  Date: 07/24/2024

  These tenants have not been retaliated against.  There were multiple reports of a strong smoke smell coming from their apartment. The property managers scheduled an interior inspection based on these reports and found that inside the home smelled strongly of cigarettes, therefore the tenant was charged the smoking fine that is clearly stated in their lease. 
  There were no fines imposed for the Emotional Support Animal they have on record.  I am unclear where this information may be coming from but am happy to hear the tenant's concerns if warranted, there is not a fine on the tenant ledger whatsoever for this.
  We also have reason to believe that this tenant is spamming our social media page under a fraudulent business name warning any Veteran to stay away from this company.  The issue at hand is strictly a lease violation for smoking inside and has nothing to do with being a veteran or owning an Emotional Support Animal.
  We ask that this case be considered as closed.
  Thank you.

• Initial Complaint

  Date:08/15/2023

  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.

  For the last 3 months I have been trying to get the maintenance team in to fix the leak in my ceiling and remove all the mold that was caused by it. They have been falsely accusing me of things and are threatening to evict me because I was cat sitting for my mom and my partner (who isnt on the lease because she doesnt live here) has been babysitting for me while I work. Now they are also trying to charge me an extra $650 for the cat that is no longer here because he is not mine and my partner who also doesnt live here. I have been fighting these guys for months because I have a child that lives here and the black mold thats in my ceiling is a huge health hazard. They finally came in on the 10th and had removed the fees from my rent. But all they did Wa putty over the hole where it was leaking didnt remove any mold or even check of a leaking pipe. It also leaks from the smoke alarm and a light fixture and they havent done anything about that. After they came out on the 10th, they then added the fees back on to rent for the 6th through the 11th. They shouldnt be able to do that because they didnt even come till the 10th to fix anything.

  

  Business Response

  Date: 08/23/2023

  We have been in contact with the tenant from the day the work order was called in. A maintenance tech went out to the unit the following day (the work order was submitted overnight) and could not find the source of the leak, so concluded that it was a one-time issue such as a tub overflowing or a shower leaking outside the enclosure. They were then in contact with the tenant for over a month working to set up a time to come out and test different areas for moisture levels, but the tenant had gone back and forth on allowing access to her home. When they finally were able to enter the unit, they did extensive testing in different areas where water might be leaking from, and all moisture levels were normal. There was no sign of mold at the time.  As of yesterday, the ceiling patch was painted and the work order was marked as completed.
  
  The fees were charged according to the lease that the tenant signed; Section 3.5 states that no other animals are permitted on the premises, not even temporarily, without the prior written consent of the Landlord. Therefore, cat-sitting is against the lease rules, and the charge of $500 will stand. Section 4.9 goes over the resident guest policy. Subsection C states any guest staying over 14 days or more in a 12 month period will be considered an unauthorized resident and must be added to the lease. There will be a $150 fine per week until the change is made (added to the lease),or the guest vacates the premises. This charge of $150 was credited back to your account on Monday after the inspection of the home took place.  The late fee charges will remain, as rent is due by the 5th but was not paid in full until the 11th, which is when the fees stopped accruing.

• Initial Complaint

  Date:07/28/2023

  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.

  I was involved in a motor vehicle accident on Tuesday and *******/**** decided it was the proper time to show my apartment to a prospective tenant while I was ordered by my doctor to be on bed rest. The showing was scheduled for 4PM Thursday and on Wednesday at 9:42am I called and explained my injury and requested for the showing to be rescheduled. *******/**** stated your apartment has gone to marketing and I only have to give you ********************************************************* and turn on lights and look at each room you dont have to get up The problem is I did have to get up because my door that I requested repairs for that still have not been done as of 7/28/23, and so I have an extra hotel door portable lock so my door will lock safely that has to be removed from the inside. Also because the units here have no over head lighting in them and you have to use lamps, I also had to show them how to turn on the lights. All while on extremely heavy duty pain medication and Valium and in extreme pain. In addition, despite the water having a weird white chalky substance in it from all the faucets in the unit, not only did she NOT disclose to the prospective tenants that there is a water issue, she also just stated to me maintenance is really backed up and couldnt give me a date on when they would contact me to address the issue I also reported to *******/**** that there is a lot of drug activity occurring on and near their property. I pointed out the apartment to her, explained the activities that go on there and how it carrys on to colonial manor property and her response was do you call the police to which I replied yes I do and I also text your to let you know as well , her response was oh I will go see if we have any records of it The employees at **** are rude and inconsiderate. I am still waiting to hear from maintenance regarding repair requests especially since it involves my drinking water, they have done nothing about drug activity

  

  Business Response

  Date: 07/31/2023

  We have followed all **************** Tenant-Landlord laws,along with all RCWs.  I have text communications showing that Graf Investments has always been professional and cordial with all of our communication. 
  We have followed up with all concerns that were reported regarding toys left on the sidewalk, people smoking too close to the building,and any maintenance requests that were reported.
  There isnt anything we can do about reporting drug activity if its not actively occurring when its reported to us.  It would be best for the resident to contact the police as we have requested when the issue is in progress.

  Customer Answer

  Date: 08/01/2023

  As of 7/31/23 **** has not responded to any of the maintenance requests I requested on 7/24/23. I requested a status of the repair request on 7/27/23 and was not given a response. They were sent a text request for an update and a phone call and I still have not received a response. 
  Law enforcement is notified of all illegal activity occurring on or near the property that I reside on and am witness to, and **** is notified via text message that I have called 911. The only response I have ever received from them regarding the calls to 911, is that they will look into the report and then there is zero follow **. 
  In addition, on 7/27/23 *******/**** entered my premises without giving written notice on my door or any written notice at all. I received a jumbled text message out of order that does  not meet the legal requirement in RCW 59.18.150(6), which gives very specific information on how proper notice is to be given prior to entering the unit. A written notice has been issued to **** investment of their improper notice to enter and invasion of my privacy. 

  Customer Answer

  Date: 08/07/2023

  I submitted a written repair request which was hand delivered, twice to Graf investments. Once to the receptionist and once directly to my property manager. On 7/26/23 at 9:03am I received a text response from my property manager and she stated I will verify the status and a member of our maintenance team will contact you. On 7/27/23 I received a text message from my property manager stating We havent forgotten your work order On 7/28/23 I responded to previous text messages asking for an estimate on when maintenance would be calling. On 7/31/23 3:49pm I sent a text requesting an update on when I would hear from maintenance and got no response. It is 8/7/23, my front door still has not been repaired. It is not closing properly and on occasion not at all, unless I really hold the metal strip that is coming off at the bottom while closing it. It is requiring me to squat and use two hands just to close my front door. I still have no functioning CO2 detector. We will be going into another heatwave next week and I also still have a barely functioning air conditioner with a red light on and Im not even sure if its ok to run while that light is on. I live on the upper floor with a west facing front and it gets all of the late day heat. It is very hot in here. I still have a white chalky substance in my water no matter what faucet I use. I have not had any other response to my repair request from my property manager nor the maintenance team.
  

  
  

  Repair
  

  
  

  

  Business Response

  Date: 08/08/2023

  Hello Tawaia,
  
  We apologize that our Maintenance Technician has not made it to your home yet.  I do see they communicated with you on 7/27, and 8/3, and then this morning they called and left a voicemail to schedule a time to come and take a look at your requests.  If you would like to give them permission to enter your home to diagnose your work requests, this might help speed the process up a bit.
  
  Thank you for your patience.
  
   

  Customer Answer

  Date: 08/09/2023

  
  I am rejecting this response because:
  
  You have given false information, I have checked my phone and call logs and missed calls and have not received a single call. As a matter of fact, I had to call them myself on 8/7/23 because my front door would not close at all. I had received zero response from any one from your organization. In addition, the fix last night was a temporary fix. 
  Your maintenance team is very great with customer service, always super friendly. The guy who came last night had to come from ********** since it was after hours but he was really great  He was only able to provide a temporary fix and stated the door is old and needs to be replaced because the trimming on the top is also falling off and that he would be back today  So I am still waiting for a call on that as well. The Maintenance team has my permission to enter and do repair work when they need to.  I let him know anytime was totally fine.
  
  Your property manager however, needs to follow the *** for providing proper written notice before showing my apartment, lets not miss that detail again  
  
  Thank You!!!
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/10/2023

  Tawaia,

  We have called your phone number 7 times this week and text it twice.  I will upload the documentation for this directly to the BBB consultant for review.

  Thank you for allowing us to enter your home to make these repairs; I will update the work order permissions for this.

  We had communication with you through text about the showing that was scheduled and and you were made aware.  I will also upload this documentation.  This was the only showing that we had scheduled for your home and will not be showing your home again while you are living there because of the uncomfortable situation that the prospective resident was put in with your communication with her during the showing.