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:05/06/2025

  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 a good tenant at the pavilion for three years and I am 9 months into a 12 month lease with them when my AC went out and was not working properly for a month with them not fixing it and black mold in the closet all over the ceiling walls the carpet was soaked I think from a pipe that burst in the wall and there idea of fixing it was to dry it out and paint over it and it took them days to even get in the apartment to do anything and they except me to keep living in a confined space with black mold and water damage it was an unlivable space and when I told them I could no longer live there and need to get out of my lease they sent me a bill for 3200 dollars charging me for something that was there responsibility

  Business Response

  Date: 05/16/2025

  Tell us why here...May 16, 2025
  
  RE:          COMPLAINT ID ********
                   ****** ******
  
                  To Whom It May Concern,
  In response to Mr. ******* complaint dated May 6, 2025,please consider the following:
  Mr. ****** vacated his unit at ********************************************************, several months ago. At that time, he added his parents to the lease so they could intermittently stay in the unit through the end of the lease term, which is set to expire on July 31, 2025. It was our understanding that Mr. ****** had moved to ********* and would only visit the unit occasionally.
  On April 10, 2025, we received a work order from *********** reporting that the ** unit was not functioning. Maintenance responded the same day, diagnosed the issue with the outdoor unit, and determined that a part was needed. The part was ordered, delivered on April 12, and installed promptly. The unit was tested and confirmed to be operational. This work order was closed by office staff on April 16, 2025. No further complaints regarding the ** were reported until April 25.
  On April 25, at approximately 8:30 PM, we received another work order. This work order was not submitted as an emergency, and as such, it was not reviewed until Monday morning, April 28. The report indicated a leak from the upstairs unit, mold concerns, and that the ** had not worked for two weeks.
  Upon entering the unit on April 28, maintenance confirmed a leak in the right bedroom closet and noted that the ** was indeed out again.The source of the leak was traced to a clogged condensation line in the upstairs unit. Maintenance cleaned the coils and cleared the line to stop the leak. We immediately contacted our vendor, who arrived the same day to perform water extraction, install drying equipment, and treat affected areas for mildew.
  It appeared the leak had existed for some time but had not been previously reported. The vendor completed necessary treatments and left equipment in place to ensure full drying. Due to the age and condition of the HV** system, and the unavailability of repair parts, a new unit was ordered and installed on April 27th.
  Maintenance applied a second mildew treatment on April 28 to ensure all areas were thoroughly treated in preparation for sealing and repainting. On May 1, after the keys had been returned and the unit was vacated, our team and the vendor re-entered the unit to confirm it was fully dry. All equipment was removed, and the affected areas were sealed with Kilz and repainted. The work order was closed the same day.
  Regarding the financial matters referenced in Mr. ******* complaint, please refer to the attached final account statement, which provides a detailed itemization of all charges. In accordance with the signed lease agreement, the following charges were assessed:
  $1,000 for early lease termination
  $2,172 for failure to provide a 60-day notice
  Various damage and cleaning charges, including:
  Broken drawer (photo provided)
  Switch plate covers marked with permanent marker (photos provided)
  Cleaning and removal of abandoned items (photos provided)
  No charges were assessed for July rent. The $200 security deposit was applied toward the final balance. The $50 carpet cleaning charge applies only to the unaffected bedroom; the other bedroom was excluded from this charge due to the leak. Standard carpet cleaning typically costs $100.Included as well is the invoice from the vendor.  Mr. ****** was also credited for prorated rent, utilities, and insurance for May, as May and **** were covered under the 60-day notice fee.
  While we strive to ensure that all residents have a positive experience, we understand that it is not always possible. We are committed to promptly addressing all maintenance concerns. Our system logs updates to each work order and automatically notifies residents. Unfortunately, delays may occur when parts must be ordered, as was the case with the HV** issue.
  Emergency work orders are handled immediately upon receipt,but in this case, the April 25 submission was not marked as such, and we were not notified until our next business day.
  All reported maintenance issues were addressed in a timely manner in accordance with policy. Any failure to report issues or to properly follow procedures, as outlined in the lease agreement, may result in delays or complications. Nonetheless, we responded promptly upon receiving each work order.
  If you require any additional information to assist in reviewing this matter, please do not hesitate to contact us. Attached you will find the final account statement, move-out photos verifying charges, and documentation of the repairs made on April 28.
  Kind regards,
  ***** *****
  Community Director
  

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 out of this apartment complex July 31st. I was suppose to get my security deposit back after 60 days. I have called them asking about it and I have not receive anything. The last time I called *****************, the manager, said she would get corporate to look into it. That call was 11/04/2022 And I have still not received my deposit or any updates. I also have friends from the same building who they never got their deposits back. This apartment complex also lacked on fixing things when I put in maintenance requests. When I moved in they failed to fix the few minor things on the conditions list that I had requested needing fixing. The communication of this complex also is not up to par. I would call and no one would answer. When I did get someone on the phone she always sounded annoyed that I had called. Overall this business isnt doing its job to help tenants to give back the deposits.