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:01/21/2024

  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.

  When I moved in (late August 2022), my house would flood after every rain/snow so I told Monument Ridge Property Management about it. It took them until April 2023 to put them up. Then, after the gutters were replaced, water started leaking through my ceiling. MRPM sent a maintenance man out and all he did was poke an approximately 3 inch hole and sat a bucket under it. Every time I called ****** at MRPM to ask when somebody would be coming back to at least move onto the next step and she told me that she’s currently waiting on bids to replace the roof and that it would be a waiting game. Even last January 2023 our toilet needed completely replaced and they couldn’t do it until the following afternoon. I asked them how that’s supposed to work when I have three small children who don’t know how to go outside (which was their first resolution) and they suggested that there’s a gas station right down the street and to take my kids out in the middle of the night to the gas station if they needed to use the bathroom. Needless to say, I ended up spending my last $40 that night on a hotel room. Now the most urgent thing is I am dealing with now is that two maintenance men from MRPM came to two man size holes all the way through my ceiling and room in the front room and my bedroom. When it caved in, the pieces of roofing had black mold, rat feces, and rusty nails, some of which even landed on my pillow. I have three children and photos of all of this. I call the emergency MRPH and the maintenance man answers, I explain everything, and he asks me “Sooo what are you asking me?”,he told me that all that was above his paygrade, hesitated to even take my number down for a call back, and he said he’d get ahold of somebody else. We don’t have any money to move but this is a nightmare. We are just wanting to get moved somewhere else or they should at least cover how many hotel nights it takes for them to do replace roof.

  Business Response

  Date: 02/06/2024

  We completely understand Ms. ****** frustrations with the maintenance issues that have popped up during her tenancy.  Our in-house maintenance crew, along with several external contractors have been dispatched approximately a dozen times to fix the maintenance issues as they have been reported to us.  We hired a contractor for the roof repair and were actively working to remedy the leak issues. Unfortunately, during the repair a contractor fell through the ceiling, causing the damage reported by Ms. **** in this complaint.
  Monument Ridge Property Management acknowledges this was an unfortunate situation that caused undue hardship on Ms. ****. In an effort to help her relocate, we released Ms. **** from her lease, promptly returned her security deposit in full, and opted to not collect rent in January 2024 to compensate for Ms. ****’s relocation and out of pocket expenses.  Monument Ridge Property Management also provided financial compensation for items damaged by the external contractors hired to perform the roof repairs. 
  Monument Ridge Property Management would like to take this opportunity to apologize to Ms. **** for this situation as a whole.  Our intention has always been to correct all maintenance issues reported to us in a timely manner to provide our tenants with a safe and comfortable home environment.  We wish Ms. **** the best of luck in all future endeavors.