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:10/24/2022

  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'll start with my most recent issue,My roommate & myself have notified the ********************* both that our heater does not work. It blows out cold air. 10/27/2022 Pinecrest management was notified. Please note that all of that week, in the nights, temperatures dropped into the 30's & the office even put signs out for a freeze warning. Come that Thursday (10/19) still no one has showed up, fixed or even attempted to fix the heater or the issue (could've provided space heater, called a different company, etc) I stopped by the office to voice my concerns about how cold its been & she informed me that there's nothing she can do, then asked me who I am. Before I could even answer she said "oh yeah! You're the girl who's car I towed!" Then slammed the door in my face. The next day, Friday Oct 20th, still nothing. So of course, now it's the weekend & the office is closed so no one will show up for at least a few more days. I should add, during the summer, we had the same issue, only with the air conditioner. However, it does "work" but the air wasn't cold enough or strong enough to cool the apartment. On days that it was 80 or above, (which was literally every day this summer) my apartment exceeded temperatures of 90 The air conditioner would run non stop, also raising our bill every month to over $300. During the day time I would have to leave my apartment because it would get so hot. 2 different occasions the maintenance men came here, (finally after asking literally 10+ times) each time, came & seen the thermostat, the temperature inside, how hot it would get with the air running non stop. After the second time of them coming & no avail, not noticing even a little relief, I was told "there's nothing wrong with it"Aside from that, & the manager having my car towed out of my apartments assigned parking space, more than once, paying $200 each time, we've also had two months of rent come up missing that we had to re pay. The management here is a total disaster

  Business Response

  Date: 11/30/2022

  In response to this complaint, several different issues were mentioned. Our desire is to strive to exceed the expectations of our residents and customers. In the order of these statements, first is the mention of roommate and myself ,,,,notified Pinecrest Apartments that the heat was not working on October 27. This complaint is written by someone other than our resident - a roommate we were not made aware of and was not known to us until now.  The work order was reported by the resident via a phone call to our office on October 20, 2022 at 10:30 am. All resident work order requests are to be called into the office and not reported to maintenance they may come across when on property. 

  We immediately notified our HVAC contractor, T and L operating through A1 Appliance the same day. Amazingly, they were able to come the same day, though it was perhaps 5-5:30 pm. The owner, ****** diagnosed the problem as needing a new heat kit. He stated the resident was aware that the part would need to be ordered and that it would likely be Monday before the installation would take place. The resident was satisfied with that and stated they had a space heater if needed. On Tuesday, the 26th ****** came by to do the install - he announced himself and knocked several times, it was mid afternoon and someone in the apartment had the chain on the door preventing our staff and ****** access to make the repair. They returned to the office, and I called the resident - did not answer his phone - so I left a message and added that our HVAC company was leaving and we need to be able to get in tomorrow to make the repair. The resident returned our call later in the day on the 26th or perhaps it was the morning of the 27th, and said they would be sure that we would be able to enter for the repair. I notified ****** and confirmed he would be by -  repair was completed on the 27th by 6:30 pm - I remained onsite until this work was done. 

  Another statement is regarding the towing of a blue car - this car was towed twice - both times it was tagged, photographed and was not parked in their own space as stated. The blue car is not on file with us, we have a policy that all vehicles are registered with our office, a permit is issued and a parking policy is in place for all residents.  Parking here is very limited to one per apartment and we have a total of 18 visitor spaces for our small 58 **************. A photo of the car is attached showing it is not in a space at all, but left in our main thoroughfare by the office. We do understand their being upset as tow charges can be high and it can often be a hassle when dealing with such things. However, we must adhere to the rules in place for all who make their home with us. 

  Finally in answering these statements, was mention of two months rent. I arrived at Pinecrest working as interim manager in mid April 2021; I have been employed with our owner for twenty eight years. The first rent received while I was there for this resident was on the 16th of May and was two months delinquent, posted for March.  The rent is current as of this date, though $152 was collected in February for a broken window reported by our resident as stated due to someone known to them - the invoice from ******************** was exactly the same amount, $152. We are not in the business of making glass or window repairs, and only charged what we were charged. The Covid pandemic has impacted all of us, our owner has not enforced our late fee policy - saving hundreds for many, including this apartment. 
  

  It is with sincerity that our concern is the satisfaction of our customers, and we will certainly reach out to this customer - our lease holder, and not the author of the complaint to ensure there are no further issues or concerns and hope to gain confidence in meeting any future needs.