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:08/30/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  My student subletted a bedroom in a four bedroom unit, signed the lease and paid her first months Rent for August 16-Sept 16, 2024 in the week prior. She waited all week for the general manager ******** ****** to sign the agreement, but Miss ****** was never available. On Friday, August 16, (classes began Monday Aug. 19,) Student arrived in Ft ******* with a car full of belongings to receive for keys, move in to her apartment and meet her new Apartment mates. Office Staff informed her that the general manager must approve her lease and was not going to be available through the weekend. Sorry, there was no way to reach her and nothing they could do. This out of town student was left stranded without a place to stay and 5 classes to attend the following Monday. (this is a complex that advertises that overseas *** students should head over from across the world and rent an apartment here). These ****, deer in headlights sophomore students are told to fend for themselves for 3 days until the general manager can finish checking in leased students and then begin focusing her attention on sublet residents . No, there is no proration for the three days of rent paid for an inaccessible unit. Then please note one pays for 12 months rent but must vacate the property July 16 through August 16 so that the complex may prepare the units for the following year. Keep in mind the quoted rent is times 12, but you could only live there for 11 months. Interesting business model.

  Business Response

  Date: 09/23/2024

  Hello, Thank you for taking the time to share your experience and feedback with us. We are very sorry to hear of your experience and first impression of our community. While we strive to process all leases and relets as quickly as possible, there can be some delays during high-traffic periods like move out and move in. We want to assure you that we have reviewed your concerns with our team and have implemented measures to increase our communication with prospective residents and streamline processing times in the future.

  Each lease is assigned a specific value for the desired lease term. This total is then divided into equal monthly installments for convenient payments. Our team would be happy to go over your lease agreement to provide more clarity surrounding the specific rental installment timing. Please reach out to us directly at your earliest convenience at ************************************************************** or **************. Thank you.

  Customer Answer

  Date: 09/30/2024

  Complaint: 22221034
  
  I am rejecting this response because:

    I received this response you crafted in response to our complaint to the Better Business Bureau regarding our student experience at your Ram's Pointe Community.  There is no need to reiterate the lease agreement regarding 12 convenient rent payments to cover 11 months rent.  Although the timing is  a bit unusual, it is straightforward.
  
  Our chief concern is the policy of requiring full security deposit, application and other fees at the time of application- thus tying up the student's complete resources needed to procure housing, then placing that application at the end of the processing line (simply because it is a relet and not a new lease), regardless of how timely all paperwork is submitted.  
  1. There is NO communication by the general manager during this interim waiting period- and the support staff (who can be trained to facilitate the duties of the ** to get clients processed)- but  instead is used to simply answer the phone- provide no further info,  and block all calls to the *** -This allows the student to experience uncertainty and panic just prior to their first semester beginning-with a signed and submitted lease that the ** refuses to sign until all new leases are complete.  
  
  When your customer finally comes to the office on the date the lease begins- the last business day prior to classes begin- with all their possessions in their car-they are told management has no ability to provide access to their rental until the ** is good and ready.  *****- 
  2. 
  --
  ***** ******* Sienkiewicz 

  Customer Answer

  Date: 10/13/2024

  The student at ************************* is ***** Saynourath.

  Customer Answer

  Date: 01/29/2025

  In response to the letter you copied me on, I received an email asking me the name of my family member who is renting their apartment unit.  I proved this in return email, I never received another communication from ***** Look or any other employee of Rams Pointe.  

• Initial Complaint

  Date:08/22/2023

  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.

  I brought up a mold problem to the property management along with unbalanced circuits in my room causing electrical surges. I asked to be released from my lease due to them not disclosing the state of the apartment and misrepresentation on their website that the rooms are clean. They then told me that they cannot release me even though i requested because of a health issue and safety issue and they would only send someone to clean the bathroom within 96 hours. So i emailed them back and said I am contacting the Health Department immediately because the apartment had never been inspected before new tenants moved in. They then immediately submitted a work order without me asking and sent a cleaner over within minutes. I saw the email notification that asked if it was ok to come in, and I said no I want the health department to see the current state of the apartment. minutes after I sent the email someone nocked on my door and I told them I dont want the work order done and that I was in contact with the Health Department. he barged in right past me without consent and started spraying the walls with disinfectant and scrubbed away the surface buildup. I then emailed them back and said this was a violation of my privacy and I would be contacting the BBB and the attorney general as well. They never responded after that last email. I would like some help being released from this awful company that is clearly taking advantage of out of state students like myself. I have pictures and email receipts of the interactions but I couldnt upload them for some reason. But I have pictures of that walls that show a buildup of mold and mildew. They are clearly trying to cover up and issue that clearly couldve been resolved before i even moved in which was on August 16th 2023.

  Business Response

  Date: 09/18/2023

  To whom it may concern- 

  Ian Brothers, previous resident of 0311 C let us know via text conversation they were unhappy with the state of his apartment and room. Since he had just moved in the day before, we had cleaners on site and sent them to rectify the issues on August 17th 2023. On August 20th Ian Brothers sent us this text message: "Aug 20, 4:07pm quick question, not sure if I want to yet, but what does it take to break a lease? I am not content with my room and I might know someone that has a room elsewhere. If its too expensive to break the lease then I won't but I would like to know the details". After we informed Ian we do not have a lease break clause in our lease agreement, we encouraged Ian to seek his lease agreement about the Relet and Release Acknowledgement Form. Ian then emailed myself as the property manager (please see attachment named Ian Brothers first email), listing issues with the apartment and requested to be let out of the lease agreement. One of the issues Ian brought up was the question of mold. In the state of Colorado, a landlord must respond within 96 hours with a plan to contain the mold, stop the water sources causing the mold and install an air filter. We informed Ian of this process that an investigation must first be conducted by the apartment maintenance to determine if the issue was indeed mold. Ian Brothers escalated the issue by refusing entry by maintenance supervisor and responded that they only wanted the health department to take a look at the issue. Please refer to first two attachments showing before photos provided by the resident, and after photos with moisture readings in bathroom by maintenance supervisor and myself. Ian protested entry, however as landlords we have the right to enter in both the lease agreement for mold concerns and subsequently for emergencies, which mold falls under the category of. It was found as indicated by the moisture readings provided that the bathroom read as 3% & 8% which falls between 0-15% area that gives no concern for mold. The discoloration on the bathroom walls was found to be mildew caused by common buildup and improper sanitation/hygiene caused by Ian's roommate. Attached is the property's email correspondence with Ian Brothers. As a representative of the property - it must be point out that the apartment was made aware of theses issues on August 21, 2023 and supposedly the same day the BBB, Health Department and Attorney's General office were made aware of Ian Brother's complaint without allowing property to properly conduct an investigation or time to address these issues. 

  Business Response

  Date: 09/18/2023

  To Whom It May Concern - 

  The resident who brought up this issue to the BBB has elected to move out and relet their apartment to someone else. They no longer are a resident at Campus Crossings at Ram's Pointe as of 9/1/2023. Work order #:12711123 in regards to mold closed on August 22 @ 10:45AM. The other concerns brought forth by resident need resident consent to enter a work order as it is not considered an emergency. Those work orders were not submitted by previous resident or the new resident that took over.