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:07/30/2024

  Type:Customer Service 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.

  This business bought an elder apartment complex at *** * ***** ***** *** in Rogers, AR just as I was moving out of **** ** in March 2024. I am owed a Secuity deposit which they have yet to return to me even though they have my new address it has been 4 months and return of security deposit is supposed to be 60 days. The address and phone number you have on file for this company is incorrect. I have this information on them. Elevation real estate & management
  **** ***** ***** *** *********** ** ***** * *** *** ***** I have tried to contact them - via phone, email. They do not answer their phones and they do not return voicemails. They have cut off all the email addresses I used to contact them before. This I cannot confirm because I have moved out of state, but my sister still lives in this complex and the elderly people are unable to contact them either even though several have tired and have gone to the business location and they say it is not there. But like I said I cannot confirm this. But I do know I cannot contact them via phone or email. I realize that you can't resolve this issue of nonpayment - but this company does not deserve a A+ rating complaints need to be made against this company because I know I am not the only one that is not receiving the security deposits that are due, they are using the excuse that they are waiting on the business they purchased this from to give them the money. I also know they are not making repairs for these elderly people's apartments when something is breaking. One little old man had to live in his apartment for over 3 weeks with flooding issues because the emergency phone number they provided is bogus just like their phone number, email and address.

  Business Response

  Date: 08/12/2024

  To Whom It May Concern,
  
  Thank you for bringing this matter to our attention. We would like to clarify that Elevation is a third-party management company, not the owner of the community. At the time of our management transition, the records we received indicated that there was no security deposit on file for this resident. However, after thoroughly reviewing and correcting the information provided to us, we have recently identified that *** ***** did indeed have a $300 security deposit that was not previously recorded in the prior management's financials. We have promptly submitted this to our accounting department, and the payment is being processed. The check will be mailed today.
  
  We sincerely apologize for any communication issues that have occurred. Due to staffing challenges, there was a temporary period when the properties were without a dedicated property manager, and a temporary person was assigned to assist. While the main office line is managed by a virtual receptionist who forwards messages to the appropriate parties, we understand that there may have been some missed communications. We have reviewed the inbox of our temporary manager and, unfortunately, could not locate any voicemails from *** *****. We regret any frustration or inconvenience this may have caused and are committed to improving our communication processes.
  
  We have taken steps to ensure that all current contact information has been provided to the properties through our management software, which allows us to track communication distribution. We have verified that all phone numbers and emails provided to residents are functioning correctly. We encourage any residents experiencing issues to reach out directly to the new Property Manager, who shared his updated contact information two weeks ago. He has been actively responding to calls and emails from current residents.
  
  Once again, we apologize for any inconvenience and appreciate your understanding as we work to provide the best possible service to our residents.
  
  Sincerely,

  ****** ***********, Vice President

  Elevation Real Estate and Management

   

  Customer Answer

  Date: 08/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It says the Check will be processed today - it is now 7 days later an no check has been received.
  
  
  
  Sincerely,
  
  
  
  ****** *****