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:07/05/2024

  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.

   
  Complaint: 21946440
  
  I am rejecting this response because:

  Your response is a complete fabrication. I attached a screenshot of your response after i emailed, this was just after 1330. I emailed after I called 6 different times and never got an answer, (fyi to this exact moment nobody has responded to that email.....its been a week, you responded to this faster than that email) I didnt get in contact with anyone from the apartments until after ****************************************** between time, so what your really saying is we put in a ticket, you marked it complete without ever fixing the issue and only came back to it when we started contacting you. and once again a new air conditioning unit doesnt break that fast. I believe your still lying about replacing it and its more alarming that your response had so many things immediately wrong with it, like you didnt do your due diligence before responding at all. TO reintegrate this is the 5-7th time the air conditioning unit has broken in a year and a half, on average it breaks every 2-3 months, in total youve left us with no air-conditioning for over 24 hours during those time periods and this last time you left us hanging for over 6 hours without response while it was over 100 degrees outside and over 80 degrees inside.

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

  Business Response

  Date: 07/11/2024

  Dear ****************:
  

  Thank you for bringing this issue to our attention and giving us the opportunity to address it. We apologize for any inconvenience you have experienced. We understand how crucial a functional air condition system is, especially during the summer.

  We received your emergency maintenance ticket in our system at 9:58 AM on 7/5/24. At that time, our maintenance team was in the middle of repairing another resident's unit. Once that repair was completed, they promptly went to your apartment and replaced the transistor to get your ** running again. According to our records, this repair was completed at 12:09 PM the same day.

  While the ** was promptly repaired, we understand that it can take some time for the apartment to cool down, especially given the hot summer temperatures. We regret any discomfort you may have experienced during this period.

  Regarding the recurrent issues with your air conditioning, we want to inform you that the outdoor unit was recently replaced. Any further issues should only involve minor repairs, such as the one completed for your home.

  Your comfort and well-being are very important to us, and we appreciate your patience and understanding. If you have any further concerns or if the problem persists, please do not hesitate to reach out to us directly.

  Respectfully,

  *****************************, CPM
  Walden Crossing Apartments

  Business Response

  Date: 07/19/2024

  Dear ****************:
  

  Thank you for your patience and detailed feedback. We sincerely apologize for the inconvenience caused by the issues with your air conditioning unit. We regret any confusion in our previous response. On July 5th, our staff was limited due to the holiday, and our team member missed your calls while out on a tour. Your maintenance ticket was received at 9:58 AM, and the repair was completed by 12:09 PM. We are working to improve our response times and communication.
  
  We understand your frustration with the recurring problems. Although the outdoor unit was recently replaced, we will conduct a thorough inspection to address any ongoing issues. Your well-being is our top priority, and we deeply regret the discomfort you experienced. We will ensure urgent handling of such situations in the future.
  
  To prevent further issues, we will fully assess your AC system, enhance our emergency response process, and provide regular updates on maintenance work. If you have any immediate concerns or if the problem persists, please contact our office directly at ************. We will prioritize your request.
  

  Thank you for bringing this to our attention.
  

  Sincerely,

  *****************************, CPM
  Walden Crossing Apartments
  

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21946440
  
  I am rejecting this response because: your response is extremely unprofessional obviously you didnt read my response and you keep lying about the details, you didnt even start the ticket until after 14:00, I would like this to be escalated to your superior so that I can report this ridiculous response without taking any details in to account and once again the email I sent has now gone 2 weeks without being responded too. No body working there has shown any professionalism or courtesy.
  
  Sincerely,
  
  *********************

• 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.

  Upon moving out I request they contact me to do the walk through. I was notified of damages on the 8th of April that following Friday. I asked for photo evidence and never received it. On the 11th which was that following Monday I was finally able to get them to send them to me on that day my wife requested again to do a formal walkthrough to inspect the supposed damages she was told the apartment had been turned over and would be rented out. I asked for the third time to do a formal walkthrough on the 26th and I was told it was turned over and rented out so a formal walkthrough was not possible. After finally receiving all documentation months later I found the the "repairs" to the walls had been done on the 7th which is the day before I was notified of them and the floor was repaired on the 28th which is 2 days after I requested the thrid walkthrough and was denied. They also forged the move out inspection paperwork because my wife never signed it or signed for the damages and could not provide me with the original copies of proof.

  Business Response

  Date: 09/29/2022

  The billed charges are correct for the damage charges associated with the unit. Management applied charges according to the overages charged by the vendors for damages exceeding normal wear and tear. Walden Crossing follows the estimated charges included in the move out packet sent to the resident 60-days prior to their vacancy.

  Former resident expressed concern that Management did not give him opportunity to conduct a move-out inspection after receiving the move-out statement.  I want to apologize for the confusion in the move-out process. Unfortunately, it is the responsibility of the resident to reach out to Management prior to move out to schedule a move-out inspection. In this case, the resident requested a move-out inspection after he moved out and vendors had already been inside the unit to repair the walls and flooring.

  The requested photos, invoices, move-out statement, and a copy of the lease were previously sent to the resident. Management is not aware of any further items that the resident has requested and not received.

  Management further reviewed the move out and agreed to offer a 25% reduction. The next day, the resident emailed Management agreeing to pay the outstanding balance. Time went by and Management never received payment.Further attempts to get in contact the resident proved unsuccessful. Management exhausted all efforts to collect on the outstanding balance.

  The account is currently in collections. We reviewed the account and sought to make request for the collection agency to reach out to the resident to reach resolution. The resident previously sent a Cease and Desist to the collection agency. For that reason, we encourage the resident to reach out to ***************************** at ************ to further explore options that will be able to resolve the balance.

  Walden Crossing is thankful for the opportunity to comment on the concern.