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:07/21/2023

  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.

  Hello,I wanted to write to share what a horrible experience Ive had at ************************ this past year. To start, I repeatedly asked management to help make the trash disposal more accessible for people with disabilities. I told them about how I have a genetic spinal condition and cannot safely or comfortably reach dumpsters as high. I have injured myself a few times trying to take out trash. No accommodations were offered to me even though I brought this to their attention.Another time, my boyfriend parked in a completely empty retail parking lot to take care of me when I was sick. They towed his car and caused damage to it. There were no easily visible signs indicating people could not park there.I am moving out and even though my lease ends today, I was charged for an entire month of rent this month instead of prorated rent. The leasing office ignores all emails and calls. I have physically been present in the office and seen them ignoring calls and laughing about it. It is very hit or miss as to whether you will get a call back even if you leave a message. I sent notice that I was moving out in June, never got a reply, and had to send it again to even get a reply. Even after I did that, I just got a short reply with no instructions about my move out. *******, the manager, then only finally sent me a notice that I can ask for inspection just a few days prior to my move out. This notice is supposed to be sent 2 weeks ahead of the move. Even after I replied with my filled out form indicating I wanted an inspection, I never got a reply from him. Packages get lost nearly half of the time. When they do get delivered, its often to the wrong building. Trying to carry heavy packages across this entire property has been very hard on me with a spinal condition.

  Business Response

  Date: 08/24/2023

  
  On Saturday, January 07, 2023, at 8:28 a.m., the resident emailed the leasing office about her interest in negotiating the cancellation of her lease agreement. I contacted the resident directly to understand her request. I advised her to provide the documentation from her physician in writing so I could formally process the request. The resident responded that she was a doctor herself. I explained that I would need additional information to process the request, and I asked her to submit the request in writing. At no time did I refuse to process the resident's request. I kindly asked that she provide the necessary documentation so I could facilitate her request. To date, I have never received a request for reasonable accommodation or verification of disability or disability-related need. 
  
  
  The *** apartment community is located adjacent to a small retail ************** using the retail center are not permitted to park in The *** resident parking areas, and residents of The *** are not permitted to park the retail parking areas unless the resident is patronizing one of the retail businesses, but then only for that period of time. Management made several attempts to notify the residents of the rules surrounding the retail center and parking areas. All residents were advised that unauthorized vehicles would be subject to tow if parked in the retail areas. Signage was erected in the parking lot with the required codes and towing company contact information. We sent several emails, including images of the erected signage, and posted notices in the elevators. Alternative parking for visitors and rules were sent to all residents via email. The parking attendant information and web address thehub.parkingattendant.com were provided to the residents and posted in the elevators. Visitor parking signage with instructions, along with a QR Code and web address to the parking attendant, were installed throughout the community in front of the designated visitor parking spaces. Upon review of the resident parking boss profile, the resident never utilized the complimentary hours that were provided towards the visitor parking or the pay-to-park option. The resident opted instead to allow her guests to park their vehicles in the retail parking, where they could be inadvertently towed. 
  
   
  The resident agreed to the terms and conditions when the lease agreement was executed before moving in. Our community rules state we do not accept packages at the office or on behalf of Residents. This condition can be found in our Community Policies Section IV "PACKAGE RELEASE. The community offers a package room and parcel lockers located at the entrances of four out of the five buildings. The couriers deliver packages. Management does not handle or coordinate the delivery of parcels. Management does, however, provide access, directions, and instruction to the courier and requests that they make a reasonable effort to attempt to deliver to the appropriate locker. If a resident contacted us requesting assistance with a package due to a disability, we would have facilitated and aided with such a request.
  
   
   An entire month's rent was charged at the beginning of July 2023, when the security deposit was reconciled, and a credit amount was applied toward the balance. To be clear, the resident received full credit towards the pre-paid rent. The other deductions from the security deposit were the final utility billing for water, sewer, and trash through the resident's move-out date, 07/21/2023.
  
   
  The resident was given detailed information on the move-out procedures and tips on avoiding deductions from the security deposit. The resident returned the unit clean, and management advised her during the final inspection on 07/21/2023 that she would not be charged for cleaning. However, she would be charged for the color match (full paint) and carpet replacement. The carpet was pulled at the time of said inspection, and it revealed pet damage (urine). Myself the General Manager, who inspected the unit along with the Maintenance Supervisor present, advised her we would apply a wear and tear allowance towards the damages. This outcome was not to the resident's satisfaction. The resident demanded her full security deposit at the time of move-out, or she would air her grievances on the social media platforms. I, the General Manager, advised her that we have 21 days from the move-out date to provide an itemized account statement. I further explained that I could not generate a refund at that moment as payables are processed through our accounting department.    
  
  The resident contacted the Regional Manager and conveyed her concerns on 07/21/2023. The Regional Manager expressed her apologies for the misunderstanding that was caused. The resident was advised that she would not be charged for any cleaning and damage before the itemized statement was prepared and mailed out.  
  
  Sincerely,
  ***************************
  The Hub General Manager