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:06/21/2023

  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.

  I put in a maintaince ticket May 8, 2023. 4 tiles in my shower were previously patched, and started to bulge. That day, the maintaince man Tim showed up and removed the 4 tiles as shown in the image. The drywall was covered in mold. He placed a large dehumidifer in the bathroom and let it run for 24 hours.
  He came back May 9, 2023 and said it was acceptable as is, but removed 2 more tiles and replaced a small portion of drywall.
  He came back May 10, 2023, put it together, marked the ticket complete, and said he would be back the next day to clean.
  May 11, 2023 he no call no showed.
  I told the manager (emailed May 13, 2023) he needed to fix it because I could literally still see the mold on the tiles he put back.
  Tim came back May 16, 2023 and removed 2 full rows of tiles.
  May 18, 2023 RTC showed up and said the entire shower needed to be demoed.
  May 24, 2023 RTC came in and demoed the wall fully.
  Jun 2, 2023, Someone shows up to do the drywall
  Jun 5, 2023, Someone shows up to do the drywall
  Jun 6, 2023, Someone shows up to do the drywall/shower install
  Junn 7, 2023 Shower was finihsed but the guy told me the ceramic coating on the tub was cracked, and needed to be fixed first and he would tell Tim the maintaince guy.
  Jun 15th, 2023 Tim came in for first cermaic coat of spray paint
  Jun 16, 2023 Tim came in for seconc coat of spray paint and said it would be good in 24 hours
  Jun 17, 2023 Shower is complete!
  
  Over the entire course of 40 days, I had 12 visist to my home & had to WFH 12 times. My cats had to be gathered kept in my office with my during the process, and notable damage was done to my doorframe and stairs (I noted this to my landlord).
  
  I emailed and asked for pro rated rent since we could not use our second bathroom for over (1) full month, and they declined stating "We had the repair performed as quickly. as possible". The inital ticket was closed in 3 days with mold still on the tiles, and very poor work that was not properly sealed as shown

  Business Response

  Date: 07/07/2023

  Nicholas, 

  We did handle the issue as quickly as possible with our only licensed and approved vendor that works with mitigation. During all of this process RTC handled all of the job properly and professionally and if they did not, I can have their rep contact you for further conversing regarding that matter. 

  We did not offer any rent concessions as the unit had a fully functioning 2nd bathroom and there was no habitability issues as the unit was still fully functionable to live and reside in during the entirety of the work from beginning to end. Did the remediation and repairs happen as quickly as we normally would like? No. The unit's tile failure was reported during a month long flooding of Fort Collins, which caused leaks, mitigation and larger issues to be addressed prior with RTC Restoration. 

  I appreciate you reaching out regarding the matter but we did communicate the entirety of the time and have ever call, email and notification noted as well. 

  I would be happy to offer you a solution of letting you out of your lease agreement with no penalty, with a 30 day minimum notice. If this is something you would like to move forward with please email your notice to vacate to the property email address. 

  Thank you, 

  Gianna Andersen

  Business Manager

  Customer Answer

  Date: 07/09/2023

  Complaint: 20213712
  

  SEE ATTACHED PHOTOS OF JOB MARKED COMPLETE BEFORE REPSPONDING (PINECONE APARTMENTS ACCETABLE QUALITY OF WORK AS MARKED COMPLETE)

  
  I am rejecting this response because the landlord is refusing to ackolwedge the issues at hand. I have NO issue with RTC or the need to fix the shower the right way or the time that would take. My issues are:

  -The ticket was marked complete after (3) days with mold still on the drywall and tiles as shown in the image while the total repair was actually (41) days (not shown in Pinecone maintaince portal).

  -The maintaince member no called no showed the final day to finish the job.

  -RTC was only called after I mentioned the department of health for excessive mold and never before that point.

  -The job being marked completed in worse condition than when it was initially received.

  -The week and a half of our time that was wasted/inconvenienced before RTC was called due to Pinecone mangement attempting to save money on our behalf/safety.

  
  -The amount of time we had to adjust our scheules/jobs to ensure someone was home for the repair work on (13) seperate visits. 

  -The fact that no matter the working condition of the second bathroom, our lease states (2) bed (2) bathroom. One of which was not accesible for over (30) days due to the incompetence of the PineCone staff.

  Breaking our lease due to the poor quality of work and unsafe living conditions is not acceptable on our side. This is our home and we just want safe and comfortable living conditions as stated in the lease. Overall, Pinecone Aparmtents completed the job in 3 days while leaving it in worse condition and only acted accordingly when the mention of the health department was made. This is not the behavior of a multi-million dollar company as Gianna has stated previously. This would not be acceptable in your homes, and we were inconvenienced greatly during the period which did not need to occur if the job was properly handled from the beginning. Our request is more than fair based on the actions of the PineCone Apartment staff as a whole.

  
  Regards,
  
  
  
  Nicholas Cassidy

  Business Response

  Date: 07/10/2023

  Nicholas,

  We again, will not be compensating for rent as the unit was 100% habitable minus ONE shower for a 30 day period. (The lease states rent concessions will not be given for work needing done in the unit as long as we address, as we did). 

  We offered you to vacate with no penalty if you're not happy with this resolution. 

  Thank you, 

  Customer Answer

  Date: 07/10/2023

  Complaint: 20213712
  
  
  
  I am rejecting this response because Pinecone Apartments is refusing to acknowledge the intial job being marked complete in (3) days and under worse condition than when the ticket was opened.

  As the party who opened this complaint, repsonding with "move out" is absolutely unacceptable. Pinecone Apartments is showing they plan to do nothing to rectify this situation they created.

  
  Regards,
  
  
  
  Nicholas Cassidy