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Business Profile

Apartments

Ascot Place Apartments

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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  • Initial Complaint

    Date:09/13/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    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 am reaching out to Better Business Bureau due to the lack of communication and help from leasing staff of Ascot Place Apartment with the unit I am renting. I stay in a 3 bedroom/2bath unit and has been without air for 4 weeks now. I tried speaking with the leasing office manager *********, but she hasn't been giving realizable trueful information. When the air unit went out, i ***orted it. She stated that maintenance had to fit part and will be working on it soon. Later that night I started to feel the air and thought everything was fine til my son call and stated that the air went out again. I called, left several voicemails, never received a call back. I finally was able to make it to the leasing before closing. I informed the manager I called several time and left voicemails. She stated they do not answer phone there. She stated that part had to be order for the unit to be fix. This was two weeks ago. Yesterday Sept 12, I went back to the leasing office. The leasing manager was very rude. Other staff in the office wouldn't speak with they were just there on their personal phone. She stated the part was on back order and is still waiting for part to come in. I informed her the air portable they provided is not cooling my who apartment. She stated that was a lie, she has a 3 bedroom, and it cool her unit. I just walked out. I ran into one pf the maintenance workers outside. He stated they was in my unit this morning dealing with the dishwasher which has not been working for over 3 months now. Again, per *********, dishwasher is on back order as well.The maintenance *** stated that corporate just approve yesterday for the order of parts for the air unit due to cost and other units being without air as well. So apparently, when the office manager stated that the part was on back order for the air unit, that was lie. I feel Im not getting any resolution. I also tried contact corporate, which is Enlanis @ **************, no help. Unable to contact me to anyone

    Business Response

    Date: 10/02/2024

    Katamera, 

    We are sorry you are dissatisfied with your experience at our apartments. We understand the importance of a comfortable home, and our maintenance team is working diligently to repair your AC. We replaced the fan but found that additional issues contributed to the malfunction. We have ordered parts for your AC and are waiting for them to arrive to complete the repairs. To ensure your comfort, our office team provided two portable AC units for your use. Our manager wishes to clarify that dishwashers are not backordered. If maintenance cannot repair your appliance, she will happily order a new one for your home. If you feel your interactions with our team have been anything other than polite and professional, please accept our apologies. We take our residents' satisfaction seriously and aim to provide prompt service with a smile. Our manager would be glad to speak with you again or provide you with our regional manager's information should you wish to discuss your concerns further.

    Customer Answer

    Date: 10/09/2024

     
    Complaint: 22280864

    I am rejecting this response because:

    Thank you for your response, however that doesnt align with the type of customer service that is given from the people in office that represents you all as a whole. I most certainly would love to speak with the regional manager because the issues have been lingering far too long in my apartment with no resolution. I rarely received an update from anyone. The portable units that were provided does not cool off my apartment yet the manager told me thats a lie because it cooled off mine. I feel like that was highly unprofessional, very rude to be *****. Shes not living under this roof being uncomfortable nor are our body temps the same. Because it has been miserably hot during days and nights, it has made it impossible to get some good rest. My kids do not have a pleasant start to their day for school nor did I going to work because of our uncomfortable living arrangement. If businesses could actually put theirselves in tenants shoes, things would go a lot more smoother when issues arise. Again, I feel like the ones in office could be a lot more professional and show just a little bit of empathy when repairs are needed to be fixed because I feel like due to the way she handle things I need to get a lawyer involved. Not to mention, according to the leasing agreement, it is the responsibility of the company to fix these issues. I understand there may have been things in back order but communication is key and I was not being updated. Had I known, I wouldve been more understanding. Yet I feel like there was no rush on getting that done and the summer time was extremely hot on most days. Sadly, Im going into a new season with these repairs not being fixed. I feel like the repairs arent important to you all, yet if it was her place Im sure it wouldnt have taken this long. Again, I would love to speak with someone higher up regarding my maintenance issues and the treatment I have been given.  Today is Oct 09, 2024, time 9am cst and still have no working air or dishwasher.
    Much regards Katamera *******. 

    Sincerely,

    Katamera *******

  • Initial Complaint

    Date:06/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    AC continues to go out and they are not fixing it properly it is continuously being rigged to work for a little while and then it goes out again. A work order was placed on 6/26 for it to be fixed and its 6/27 Ive called the emergency line and no one has came. Its 81 degrees in my apartment I cant even sleep or work properly

    Customer Answer

    Date: 07/13/2023

    Hello, I heard from them. However my air conditioner still does not work they keep sending the same maintenance people to work on it but it doesnt seem like they are trained in that profession because my AC still does not work. I also have portable ACs that they provided I have been having them for about 2weeks I refuse you give them back until my AC works. Not to mention that the portable AC are only in the bedrooms so I cant sit in my living area too long because it got.
    Sent from my iPhone

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