Complaints

This profile includes complaints for PeakMade Real Estate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PeakMade Real Estate

  2970 Clairmont Rd NE STE 310 Atlanta, GA 30329-4514

• 

  PeakMade Real Estate

  4010 N Lois Ave Tampa, FL 33614-7818

• 

  Student Quarters Murfreesboro - Hazelwood

  1350 Hazelwood Dr Murfreesboro, TN 37130-1846

• 

  The Clubhouse

  2330 Crittenden Dr Louisville, KY 40217-1887

• 

  PeakMade Real Estate

  800 Hovey Ave STE 100 Normal, IL 61761-4488

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:10/06/2022

  Type:Sales and Advertising 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 into this apartment I set up a reccurring payment. On 10/1 my monthy rent was payed through the recurring payment. I went in on 10/3 to update the amount since I had paid about $20 more than the rent. However, the system took another month of rent out of my bank which I did not authorize. This transaction was done on 10/5. I called my management to help me with this and all they said is they cannot do anything for me. I would have to dispute the amount to my bank and then pay a $25 fee charged by the ********* bank for my dispute. This is a scam because it keeps happening to other residents and we are forced to leave the money in the portal for next months rent which many cannot do since we need that money to pay other bills. The only think we can do is dispute and be forced to pay the $25. The company seems to be slowly making a profit of these $25 charges based on mistakes that the system has made. A decent company would take care of this extra charge right away but ********* is charging the customers in order to fix a problem that they caused. I sent a message through the portal, I called the office and talked to a leasing agent. I asked for the managers phone number which they refused to provide. They just refuse to address this huge problem amongs many residents. This is not just a one time issue with me but I've heard this happen many times already and I"m sure if I ask the other residents even more can testify to this issue. Many residents are international students who struggle with English and they are not able to seek help or clearly express their issue. I believe the managment is discriminating against them and using their poor english skills to steal from them knowing that they most likely will not say anything or do much to get this issue fixed.

  Business Response

  Date: 10/07/2022

  Hello,

  Please ensure that your automatic payment is set up correctly. We do encourage consumers to dispute extra payments with their banks as that is the fastest way to get the money returned. If we were to issue a refund, it would take up to 30 days as we can only issue a physical check and mail it. We have not had any inquiries regarding a $25 fee. Please let us know if we can be of any additional assistance with this matter.

   

  Thank you

  Customer Answer

  Date: 10/07/2022

  I understand how the system works. My account is set up correctly. Their system has a bug that they are refusing to fix. It has happened to other people to. This is not my personal banks issue. People all have different banks. It does not make sense that all the different banks would have the same issue. It is clearly an issue with the system they are using. I'm okay with requesting the refute from my bank but I am not willing to pay a $25 fee to fix this issue that they caused. That is what the manager told me and my friends experience too. When she asked the bank to remove the payment she got charged $25 for it. I believe the honest response they should have is to waive the fee if they are not willing to return the money themselves. 

  Business Response

  Date: 10/07/2022

  Hi ******,

  Please provide the name of your property as I do believe you have contacted the wrong company as you are not listed as a resident at out property in ******, ** called Campus Circle.

  Customer Answer

  Date: 10/07/2022

  Hi, 

  I am a resident in Campus Circle, ******, **. Apartment number is 126B and my name is not ****** it is ********************************

   

  Thank you for your help.

   

  Business Response

  Date: 10/10/2022

  Hi ********,

  After further review it does appear that the Regional Manager, ***** was able to look into your issue with your account. He stated that he did follow up with you via email. Below is his response to you. You can reply to his email should you desire any additional documentation.

   

   

  Hello ********,
  
  My name is ************************* and Im a Regional Manager with PeakMade.  I received your customer care complaint in regards to what you think is a bug in the system.  After taking a day to chase down some information, I would like to present to you what we found.  Should you disagree with any of this information, please send any back-up, screenshots, or documentation that might prove otherwise.  
  
  Molly is out of the office on Monday, but she is back on Tuesday.  
  
  I first want to make it abundantly clear that we do not have access to take money out of your bank and then try and charge a fee to get the money back to you.  There is no ongoing scam and everything we have see points out to people changing their recurring payment or adding another payment and trying to delete the previous recurring payment after the execute date, therefore, the bank has already taken the money out.  We cant attest to when the bank posts the money, but please see screenshots and information below. 
  
  The payment you created on 9/3 posted on 10/1 but then you tried to delete it on 10/4 which is after the payment date.  You then created a new recurring payment on 10/4 for a payment date of 10/1 so your bank authorized the second payment to Campus Circle.  
  
  Timeline of events:
  [Yesterday 1:07 PM] **********;*******
  9.30.22 ******** created a recurring payment for the 1st of the month for $876.
  10.1.22 That payment was processed. 
  10.4.22 ******** created a second recurring payment for $859 
  10.4.22 ******** deleted her original recurring payment $859 but it had already been processed by her bank based on her request.   
  
  
  
  Please let us know if you need any other supporting documentation or if you have anything else to add to this.  In your email, you stated that there is a chat group regarding this issue.  We would be happy to show others the report we pulled, any screenshots, and how to properly delete recurring payments before the payment date so other do not make the same mistake.  
  
  Thank you. 

  Customer Answer

  Date: 10/12/2022

  This was my response:

   

  Hi *****,
  Thank you for looking into this.
  The information you provided is incorrect. That *** be how it looks on the backend but the User interface is very different. 
  I did not create a second recurring payment. On the resident portal there is an option to update the existent payment with a different amount which is what  I did. I noticed that I was paying a bit more rent than I owed so I updated the amount to $859. No where on there did it say that I was creating an additional recurring payment. Nor did it indicate that it would run the auto payment again. The time was set to run on the first of the month which it had already done so it should not have run the payment again a few days later. This is definitely a bug in the system. Auto payments are common in every business and I use it frequently. Never have I run into this kind of issue where I update the amount and the system runs the payment again. Other systems stick to the agreed upon date. If the date has not occurred then it will run the payment at the scheduled time with the new amount. If the scheduled day has already occurred then the new amount will be applied to the next month when it is scheduled to run again. But never does it run the same recurring payment twice in the same month. If the auto pay has already run for that month and you'd like to made additional payments they have you make a one time payment. 
  
  I understand that systems can be different but for your system everything on the user interface indicates that it should work the same. The button I clicked said "update payment amount." No where did it say that it was going to create an additional auto pay or that I was going to run the auto pay again. 
  Please return the money or add $25 to offset the fee for having my bank take care of this. It is an injustice and a scam that you would keep my money like that or force me to pay in order to fix an issue caused by your system. 
  
  Thank you,
  *************;

  Business Response

  Date: 10/19/2022

  Hi ********,

  The Regional Manager did a further dive into the system with our Operations and IT teams and they viewed the resident portal from the resident perspective. It looks like the issue is what was mentioned before. If you were charged any insufficient funds fee, please provide proof and we are happy to reverse it. We are waiting for them to verify that your account is set up correctly for payment so that this does not happen again. If you prefer, you can remove your accounts from automatic payment and pay manually moving forward. You will just need to log in on the first of every month and submit your payment.

   

  Thank you

• Initial Complaint

  Date:10/03/2022

  Type:Order 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.

  Good Morning, my name is **********************, I am a renewing tenant for the PeakMade company at their 698 Prospect location in ********, North ********. I am requesting assistance from the Better Business Bureau with PeakMade for unbearable and unlivable conditions. The apartment consist of 4 bedrooms, 4 bathrooms, kitchen, and living room. During our lease renewal for the year 2022-2023 we were made aware that a new roommate would be assigned to our room. The roommate being a male and us being females, they asked permission for our approval. We were also informed that this roommate would only have ONE animal, a single dog(pit-bull breed). Upon arrival, this tenant did not have a single dog, though two dogs! The dogs urinated multiple times throughout the apartment including the couch and other roommate personal rooms. The dogs frequently defecate inside of the apartment, in their owners room. As you can imagine the unbearable smell that comes from two living animals constantly defecating in a small space. At times I often have to vomit from the disgusting smell. It is unbearable and it is unfair that we are forced to live in such conditions that I regret even renewing my lease with this company and often have to spend time outside of the apartment just to have comfort. It only being October, and the renewal period beginning in August, the conditions in this apartment has became ridiculous. To add to conflict, there have been several break ins reported through out our apartment complex, my apartment being one and nearly $500 worth of property stolen from my apartment. A formal police report has been recorded of this. This is a business manner, and though the company has been pleasant the past renewal period I would like to request to be released from my leasing contract ASAP. Thank you so much, I hope to hear from you soon.

  Business Response

  Date: 12/06/2023

  Hello - We apologize for the issues experienced at 698 Prospect. These items were escalated to the site team to address and handle. If you are still in need of assistance or have any additional questions please email us at **************************************** Thanks.

• Initial Complaint

  Date:09/30/2022

  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.

  My son, *************************** goes to KU and wanted to move into the ************* apt. He filled out an application, but needed a co-signer, so he was never approved to move in. We went to visit ************* and they told us we would have to make a decision soon because the room fill up fast. The next day we told them we were not going to move in. After that they sent him a bill for $950. He never lived there and was never approved by them to move in. We need help with having this charge removed. You can't be charged for a place you never lived and never was approved to move into. Please help.********************* **************** **************

  Business Response

  Date: 10/02/2022

  Hello,

  After reviewing your sons account, he did fully complete a lease and was approved. He was required to pay a deposit or provide a guarantor. The lease was not cancelled within 72 hours of signing therefore he does owe the necessary fees. Please reach out to the Property Manager directly to further discuss your payment options.

• Initial Complaint

  Date:09/14/2022

  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.

  Final Move Out statement for ************************* apartment 9204D Dispute Charges and request refund of remaining security deposit. Animal Damage Fees: 08/23/2022 Turn Damage Fee Flea treatment $135.00 08/23/2022 Turn Damage Fee Labor for walking Unit to vacuum and spray daily due to fleas $200.00 08/23/2022 Turn Damage Fee Flea treatment from 2nd vendor to help get rid of fleas. $250.00 08/05/2022 Turn Damage Fee Sofa $397.50 08/05/2022 Turn Damage Fee CARPET REPLACE $299.00 Total Animal Damage Fees $1281.50 As per section 18 and 20 on the Animal Addendum I am financially responsible for of the total damages as I had 3 other co-residents. The lease and addendums are electronically signed and dated at the control of ******************* I in no way have access to fill out, edit or send the other co-residents a lease or addendum. It falls under Gateways responsibility to complete the documents and obtain signatures. Gateway was obligated to complete the documents with all residents on the lease and obtain the signatures electronically. I should not be financially responsible for Gateways failure to abide by their lease agreements. I have all 4 residents leases that show they were not charged for any animal damage and one resident wasnt charged ANY cleaning fees. Total Animal Damage Fees of $1281.50 / 4 residents = $320.37 each resident Cleaning fees that are disputed:08/05/2022 Turn Damage Fee Flooring $80.00 = this falls under normal wear and tear. Move in date the apartment was dirty when i moved in. Gateway has multiple reviews online that support this. 08/05/2022 Turn Cleaning Fee Full Clean (Common Area) $20.00 08/05/2022 Turn Cleaning Fee Clean - Full Clean (Common Area) $150.00 08/05/2022 Turn Cleaning Fee Clean - Full Clean (Common Area) $6.25 I had a security deposit of $750.00 and Animal deposit of $100.00 with total amount = $850.00 therefore I am entitled to $529.62 refund.

  Business Response

  Date: 09/15/2022

  Hello,

  please log in to your portal to submit a dispute directly to the property.

   

  thank you

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18026588
  
  I am rejecting this response because: I have enter the dispute several times in the portal and the response has been that I owe the total amount despite quoting the addendums.  Was told since the addendum didnt have the other residents name on it or signatures that its all my responsibility. I didnt  have the ability to fill out the agreements nor obtain electronic signatures. It was the property managements responsibility. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/23/2022

  Hello ******,

  Upon further review of the charges, unfortunately we will not be reducing or removing these charges as they are true. Please see below for additional information regarding this decision:

  Flea Treatment X 3 - $135- 1 flea treatment is $135. The Property Manager agreed to only charge you for 1 even though it was treated three separate times.
  Labor for walking unit to vacuum and spray daily due to fleas $200- This charge is correct. We had to walk the unit everyday, sometimes twice a day, to vacuum and spray again for fleas. We used a lot of product in the unit which added up quickly. The staff was bitten by fleas so many times because of the amount of times we had to enter.
  Flea Treatment from 2nd Vendor- $250- Reduced to $162. We had a 2nd vendor come in 8/18 because we were still dealing with fleas. He used a more powerful treatment to try and get rid of them. 
  Sofa Replacement- $397.50-This was charged due to the pet dander on the couch as well as the fleas. We had to get rid of anything with a soft service. 
  Clean- Common Area- $20- This charge is for cleaning the kitchen and appliances. They were charged $80 total for the entire unit. 
  Carpet Replacement- $299- Charge is correct due to the pet smell and urine
  Clean Common area- $150- Due to the pet smell in the unit we had to put an ozone in the unit for 2 days. $75 each day.

  Please reach out to the Property Manager directly should you have any additional questions.

  Thank you

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18026588
  
  I am rejecting this response because:
  The lease clearly states that all charges to be divided between ALL residents and they were not. Im not disagreeing with the charges related to the animal but Im disagreeing that Im solely responsible since the animal addendum clearly states all residents regardless of who owns the animal. 
  Im the only one that was charged for the common area and one resident wasnt charged anything at all.  Im only asking that GateWay abide by their own animal addendum  
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/26/2022

  Hi ******,

  We do understand that usually all charges are divided equally. However, all of the necessary charges were all due to damage created by your pet. There is one charge that was split equally amongst all residents. Per our last correspondence, this was outlined in detail. Again, unfortunately we are not able to remove or reduce any charges.

   

  Thank you

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18026588
  
  I am rejecting this response because:

  Based on the charges Gateway is Not abiding by its own Animal Addendum policy as noted in other correspondences. Paragraph 18 states that ALL residents are liable REGARDLESS of who owns the animal.  And Paragraph 20 again states that all residents are JOINTLY responsible for all charges. Gateway failed to do their requirements of getting the other residents to sign the addendum therefore Gateway is requiring me to pay all damages. 
  Gateway is stating Im liable for an additional $520.75 over the security deposit, animal deposit, $30 monthly fee and $300 non-refundable fee. 
  If Gateway abided by the lease agreement/animal addendum I believe Im due a refund of $529.62. 
  I propose Gateway keep my $750 security deposit along with the $100 animal deposit. Gateway disregards any amount above $850 and I will drop the complaint and not request a refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/03/2022

  Hello,

  Section 7 of your lease contract does state that all residents are jointly responsible if it cannot be determined who caused the damage. In this case you are the only pet owner in the unit. Most of the damage charges are from your pet and therefore you are responsible for those charges.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18026588
  
  I am rejecting this response because:
  If the property management would go back and look at the lease agreements of the roommates from 2020-2021 that  shared with me during 2021-2022 they would find that there was indeed another resident that had a cat but management didnt transfer the animal to the new agreement. In addition to the above, the animal addendum clearly states regardless of who owns the animal and nothing about if it can be determined another resident owns the animal. If Gateway isnt willing to meet me at least halfway I dont foresee this being resolved without me filling a claim in small claims court and seek the additional $100 and 3 times the amount wrongly withheld.  Im willing to work this out with allowing Gateway to keep my full security deposit plus a the animal deposit totaling $850 with nothing owed in exchange for me not requesting a refund and not taking this complaint to small claims. 
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/04/2022

  Hello,

  Unfortunately we are not able to remove any of these charges. Please refer to section 7 of the housing contract. To further discuss a payment plan, please reach out to your local Property Manager directly.

   

  Thank you

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18026588
  
  I am rejecting this response because:

  section 7 does not override the addendum for animals section 18 or 20. The addendum was signed  8 months after the original lease therefore is the most recent agreement. The addendum wouldnt state regardless of who owns the animal if it was only intended for the owner of ********************** cant have it which ever way they feel fits the situation at the time. *** attached a complaint on how gateway charged a resident when it wasnt their animal. Gateway is trying to make additional income from security deposits instead of the security deposits being utilized for the true intention. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/09/2022

  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 got 2 notices over 3 weeks of leasing my apartment Saying there is an illegal residential when there hasnt been any evidence of him staying here. Two days after I moved in, I got a notice on the door saying that an illegal resident has been staying here. On the lease it says that a person cant stay more than 3 consecutive nights or 6 nights out the month. I was only living here for 2 days before a complaint was filled. Two weeks after that I got another notice of the same issue and now they are charging 250$. My boyfriend has not been staying here at all, and has not been here more than 3 nights this month yet my roommate keeps filling a complaint with no evidence that my boyfriend has been here without me being here. He is never here when I am not. I tried to bring this issue to the office but the lady in there didnt listen to me at all. In fact, the office lady said that she personally came and did 3 inspections which was a lie. I asked her what days she did the inspection, and 2 of the days she said I was out of town with my boyfriend. And the other day she provided I was at my house all day and no one came by that day. They are listening to my roommate that doesnt like me and is completely lying to the management with no evidence. I have all the proof that my boyfriend has not been staying here but that isnt getting me anywhere with the office. Now there is a 250$ fee on my account that is not valid. Please help because the office doesnt want to help me at all and is providing false information.

  Business Response

  Date: 09/09/2022

  Hi *****,

  We do not see you as a resident listed in our system. Can you please provide the name of the property that you are referencing?

• Initial Complaint

  Date:09/01/2022

  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.

  I received a email from Landmark apts yesterday reflecting credit of $274.00.I have been calling no left messages no call back. I sent several emails no response.I did not receive refund they have my address.This is why I do not like to pay upfront.You never get your money back.I want my refund.

  Business Response

  Date: 09/01/2022

  Hello, 

  Peakmade does not manage Landmark apartments

• Initial Complaint

  Date:08/24/2022

  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.

  On August 19th, my son was to move into an apartment for his first time away from home to attend a University in **********(**). We had signed a lease on july 31st 2022 for an apartment rooming with his friends in Canopy Apartments owned my ***** Made realty in ******* **. We visited the apartment complex prior and saw a model of what the homes would look like, however we were told we couldn't see the apartment because it was occupied. The advised we wont='e be able to see the apartment until he picked up the key on the 18th. We advised them we could not pick u pthe key until the 19th. the agreed and we were informed that we had 72 hours to cancel lease from the day of piking up the key. Upon arrival and picking u pthe keys, we entered the apartment with excitement, His first experience away from home attending a top university. He is a young adult starting out and i was on the lease as his gurantor. Upon entring the apartment we were shockeg of the oder, mold and mildew surrounding the vents, window, seals, blinds and the water damage surrounding boarder of the walls as well as on the ceiling. instantly we went to the leasing office to cancel our lease I was informed to wait until the following day by noon for the them to resolve the issue. I gave them until noon on the 20th, but when i walked into the apartment they were masking the mold and mildew by painting over it, the filth was unberable and hazerdous to the health. I spoke to the property manager *********************** who tried to convince me to stay by saying they would do all that is needed to resolve the issue. We refused except to opt out of the lease. She mocked me when i told her we had the right to disolve the lease and all she said was OKAY to everything. we handed her the keys and told her this is not an establishment we would be moving into. i requested cancelation of the lease verbally on the 19th and the 20th. I sent 4 to 6 emails to her before she finally replied with she is not disolving the lease.

  Business Response

  Date: 08/24/2022

  Hello,

  Thank you for contacting customer care. Our policy is that we can terminate the lease within 72 hours of signing the lease. Upon review of the activity on your sons account it does appear that the Property Manager spoke with you 4 times to rectify this issue. Cleaners were sent to the unit and a moisture test was performed and came back negative. There is a scheduled duct cleaning by a professional company for today. Our on-site staff has also offered to transfer the resident to a different unit which you have declined this transfer. Unfortunately, we are not able to terminate the lease at this time. 

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17760620
  
  I am rejecting this response because: 
  Complaint: 17760620
  
  I am rejecting this response because:
  Please note the email by the property manager and PeakMade realty is al not adequate information. We have canceled our lease upon arrival when seeing the apartments condition. We were not allowed to see the apartment until move in date of the 18th dues to previous tenant living there. ***********************, refused to cancel becuase she wanted to tie us into the lease by waiting 72 hours upon arrival in an attempt to cover up the horrible disgust we encountered. We gave verbal and written communication which she ignored. We spoke to her verbally and I sent her written communication 4 times prior dissolve the lease. She ignored all email and did not call back as she stated she would call and hour after leaving her office on day we turned in the key(which was immediately upon arrival). After multiple attempts to communicate with her,  she replies days later with an email that we are locked into a lease and it won't be dissolves.  Please see all attached images of how we arrived to the property first day of our supposed move in and also last day. **** were turned in immediately to *********************** less then 24hours of receiving the keys on 8/20/2022@ 1:45pm. Date keys were picked up 8/19/2022 @ 4:15pm. She took the keys and replied with "Okay" in a mocking tone. Very unprofessional and lacks communication skills. Her email as well as the email tat peak made realty sent is faulse information. It was I who reached out 4 time. Their email seems to be scripted and nothing is accurate with attempts or discussion with me. Total Scam! She barely knew how to speak with me in less then 5 minutes we spent together. We were not offered another apartment becuase we were told they were at 99% capacity. When I arrived to my hotel, I called the property as a different person and was notified there was availability. When I returned the next day to turn in the keys and demand the lease to be dissolved, that is when they offered a room in an apartment which they stated may not be better then the one we walked into. They also stated there is another apartment but the occupying tenant is a squatter who has not paid rent since December 2021 and they advised the condition may not be better or dangerous. In addition they failed to mention the property has a grave yard behind the wall. Please see attached images 
  
  
  Sincerely,
  
  *****************************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/24/2022

  Hello,

  All prospects only view the model prior to moving in as all units are occupied. Again, we are happy to offer additional transfer options. However, we are not able to terminate the lease at this time due to the accommodations that have been made and offered. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17760620
  
  I am rejecting this response because:

  As I stated before  your company is And property manager are total scam artists. Yes you showed the model which is perfect to the consumer and furture colleges students. However, in the model you did not present the living conditions of what is really in the apartment. Maybe you should add the mold, mildew, corroded sinks, faucets that leak, window blinds that don't lift up and have mold underneath, the water damage on the walls and ceiling, and the rusted washer and dryer with foul odor to your model that you present to the perspective tenants. Then see if anyone would rent on your property. Everyone knows the model is just a marketing technique to catch the eye of the buyer. Once again We asked to see the apartment, which obviously will never look like the model except for the floor plan and you all said we will see it when we pick up the keys. We can keep going back and forth on how you cleaned up the place and offered another apartment, but your full of lies! It wasn't until I caught your property Manager in a lie when I pretended to be an interested person  calling to rent  that I was told you had additional availability. Intitiall I was told you were at 99%capacity and no apartment were available. The clean up occurred days after I turned in the keys and still your working on trying to fix up the place. Even if there was additional availability, after all the scamming your company did, who in their right mind would consider to stay in such filth and discussed? Who in their right mind would trust any of your staff or company? You live up to all the negative online reviews. Your response of concer is all show to make yourselves look good. Start by cleaning up your property, staff and customer service skills then try to build your reputation as a company who stands by their name. At this point, you have nothing to be proud of by standing by your company reputation or name. Total Scam artists! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am an exchange student at the ******************************************. I came to the ************* in August of this year and signed a one-year lease for an apartment in your campus circle near ****. I have only been in the flat for a week so far, I didn't know when I moved in that the inspection time limit was 72 hours, no one had informed me and I didn't know.And then,I had some problems with my phone and the photos I needed for the inspection were not uploaded and there were some damages in my room that were not caused by me. I explained to her the reason why my electronics were broken and told her that I had verbally consulted with the staff and asked them about it before , but I was told that it was useless because I did not write an email to them but only verbally. Why does verbal communication not count as notification, and is there no integrity between people? Does a verbal promise not count as a promise? And ***** was very impatient at the time of my inquiry, I had not dealt with her before, there was no bad blood, but her attitude was just bad and she seemed to care very little about the trouble I received. So I hope your company can handle this matter properly, it's my first time in the ** and I don't want the ** to leave a bad impression in my mind. Why is the disconnect between people so serious, I am not some scoundrel illiterate, I am a high intellectual, come to ***************** top scholar exchange, in our country there is a saying that people do not have integrity that he can not stand in society, I hope your company can handle. This is my E-mail: ******************* This is my phone number:**********. finally,I hope I can reinspect, if I caused the loss I will certainly pay, because I am not a person who takes advantage of the small, but if it is not my fault caused by my loss, but also must be responsible for me, I believe that no one will be willing to bear such things.happy to hear from you yours sincerely ***********

  Business Response

  Date: 08/24/2022

  Hello ***,

  Thank you for reaching out to us. Please submit your move in inspection form by close of business today Wednesday 8/23. If you are experiencing issues with the form please submit via email or contact your local office.

   

  Thank you

  Customer Answer

  Date: 08/24/2022

  This Wednesday is today, Wednesday is August 24th, it looks like the company replied to the wrong message

  Business Response

  Date: 08/24/2022

  Hello,  

  We apologize for stating the incorrect date. ********* a representative did reach out to you today Wednesday 8/24 and asked you to submit your inspection by close for business today in which you agreed. 
  

  thank you 

  Customer Answer

  Date: 08/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:08/23/2022

  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.

  February 9th, 2022 I paid a security deposit towards an apartment for the amount of $2,484. I paid my $1,341 for first month's rent & a $99 fee on July 24th, 2022. Move in was not until August 11th, 2022. I moved in August 12th, 2022. With almost $4,000 down and 6 months of time to prepare my apartment, I expected to walk into an apartment that had no issues. Instead I walked into an apartment with the following issues: broken front door entry latch, 20+ holes in the walls, mismatched and dirty painted walls, leaking shower faucet, a broken fridge handle, residue left on the window ***************** a broken sink sprayer, floors coming up, an unusable washing machine (leaking terribly), lights being out, and filthy cabinets and stove. I immediately emailed the leasing office, which received no response. I called, being told maintenance would come out to look, but they did not. Instead, I had to physically walk into the office August 16, 2022. One of the property managers came to the property and assured me that all of these issues would be fixed that week. The next day, still, no maintenance showed up. I went back to the office August 18, 2022, and finally maintenance came out. They replaced some light bulbs & fixed the leaking shower faucet, but nothing else. He stated that he would come back Aug 19th (Friday) to fix the remaining issues. Every day since, I have been told they will be coming back to fix my issues, but an "emergency" has came up on 8/19, 8/22, and now 8/23. I feel as if I should have walked into an apartment that was cleaned, inspected, and ready considering I paid a security deposit 6 months ago.

  Business Response

  Date: 08/30/2022

  Tristen -

  Thank you so much for reaching out to PeakMade via the BBB. The Customer Experience team has worked with the ***** ************************* team to work on an update and resolution to your inquiry.

  Our records indicate that the repairs needed have been worked on and fixed on 8/18 (lightbulbs), 8/26 (patchwork + painting, removal of residue on shower + window *****, reparation of fridge door, replacement of kitchen sink sprayer, and cleaning of oven), and 8/30 (replacement of dishwasher seal). The only pending item is the flooring repairs which will be completed by an outside vendor on the timeline provided to you by the site team. 
  

  We apologize for the issues, but are glad that the issues have been able to be resolved. For the inconveniences, your August rent was discounted and your account was credited $580.83 on 8/22.

  We appreciate your patience while we worked to make things right!

  ******************, Customer Experience Manager

• Initial Complaint

  Date:08/19/2022

  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.

  18/08 When I checked in. I found my toilet is filthy and stained. And the floor in my room is also dusty and inked. My bed is dusty too.

  Business Response

  Date: 08/23/2022

  Hello Yilin - 

  Thank you for contacting the Customer Experience team at ********************** via the BBB. We've communicated your issue at hand with our site team for review. Based on the photo and direction from our team, there is a stain on the ceramic of the toilet which is something that cannot be removed. The good news is that it does not affect the cleanliness of it, nor does it affect the functionality of the toilet. If you have any other concerns, please connect with the local property manager to address as she will be able to quickly assist and resolve. Thanks!

  -******************, Customer Experience Manager