Complaints

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

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  Marquette Management

  135 Water St Fl 4 Naperville, IL 60540-5338

• 

  Marquette Management

  175 Highpoint Dr Romeoville, IL 60446-3802

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:03/24/2025

  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 submitting this complaint regarding an unfair move-out charge from my former apartment community, Preserve at *******, managed by Marquette Management. I lived there for two years, paid rent on time, and maintained the unit responsibly.After moving out, I was charged $178.64 on the move-out statement for the replacement of an entire microwave door due to a minor issue with the handle. The microwave was fully functional at the time I left, and I did not misuse or damage it during my tenancy. Management confirmed in writing that the microwave still worked, but claimed the door had to be replaced for appearance reasons before re-renting.I raised several concerns by email, including:The microwave remained in working condition, so the issue had no impact on normal usage.The damage may have been due to a manufacturer defect (e.g. weak adhesive), and could be covered under warranty.Replacing the entire door rather than fixing the handle was unnecessary and ************ their most recent response, management stated that no work orders were submitted regarding the microwave. This seems to suggest that if I had reported the issue, they may have fixed it without charging me, which feels unfair. I didnt submit a work order because the microwave was fully functional, and the issue never interfered with daily use. Penalizing a tenant for not reporting a cosmetic issue seems unreasonable.I would also like to point out that there is no way I could have caused the type of damage shown in the image they provided. I do not use excessive force, my hands are not sticky, and I do not stick my nails between parts of the handle. The damage shown is not consistent with normal use and may have been the result of material failure over time.I believe this charge is unjustified and I am requesting that it be removed from my final balance.

  Business Response

  Date: 03/26/2025

  While normal wear and tear is expected, a broken handle is not something that we would be able to leave for the next resident.  While we opted to replace the microwave, the resident was only charged for the cost of the handle.  I have attached both a copy of the invoice/cost as well as the move in checklist where nothing was stated as damaged upon move in (as it pertains to the microwave).  The warranty was one year and had expired.  This microwave is the standard used in all of 343 units, and we do not see this damage as a trend.   Thank you. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23110792
  
  I am rejecting this response because:
  

  1. The handle is not broken. The image shows surface deterioration, not structural damage. Calling it broken is an exaggeration.
  2. It wasnt reported at move-in is not a proof for saying it was in perfect condition or I caused the issue. 
  3. Material failures happen, especially if the warranty had already expired and was used by previous tenants. How old is the microwave? Just because its not a trend doesn't mean it cant happen.
  4. The invoice only confirms that management chose to replace the part and what it cost. It is not proof that I was responsible for the condition.

  This appears to be normal wear and tear from daily use instead of misuse. I did nothing to cause this.

  If you are claiming I caused the damage, I request specific evidence showing how this is tenant-caused, rather than the result of age or material failure. Otherwise, I do not accept this charge.

  Sincerely,
  
  Jingtong Gao

  Business Response

  Date: 04/02/2025

  We have decided to waive the damage charge to the microwave.  Adjustments will be made and a revised move out statement will be emailed to you within 48 hours. 

  Thank you for being a valued resident during your time with us.  Should you need any further assistance, please let us know. 

  Customer Answer

  Date: 04/06/2025

   
  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:02/10/2025

  Type:Product 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.

  On December 13, 2024 the management team for the apartment complex in which I live left letters on resident doors stating that the apartment complex has new ownership and that January 2025 "rent can be made via personal check, money order, or Cashier's check."I was not residing in my apartment from December 10, 2024 through January 11, 2025. I left town over the winter holidays. So, I did not receive this letter until January 11, 2025. But, I knew my rent had been paid because I set up automatic payments via the online resident portal. However, on January 21, 2025, I noticed that the rent payment had not been withdrawn. So, I immediately emailed ******** *****, a manager at the apartment complex, "I have my rent set up for automatic withdrawal and the **** system did not withdraw the money. When I returned from being away for Winter Break (Dec 10 through Jan 11th) there was a note on my door that said to pay rent via check. But, since I was away when this letter was delivered and did not receive a notice that my rent had not been paid, I assumed that the automatic withdrawal went through." ******** referred me to an accountant, ****** ******, who emailed "we have a new resident portal, ActiveBuilding. An invite to this portal was emailed out to you recently ...You can pay Januarys rent, and rent going forward, through the new resident portal. If you would prefer, however, you are welcome to pay Januarys payment in the office with a check or money order". I created an online account and viewed my January rent and there was a $100 late fee. I emailed ****** and requested to have the late fee removed from my account given that I had automatic payments set up through Bilt and was not notified about the system change until I returned to ******** on January 11th. To date I have not received a response from ****** or ********. I would like for Marquette Management to cancel and refund all late fees for January 2025 rent (for all residents).

  Business Response

  Date: 02/11/2025

  Good Afternoon, We appreciate your feedback and understand your frustration regarding the transition to our new resident portal. However, we would like to clarify that in addition to the hand-delivered letter left at your residence on December 13, 2024, we also sent multiple email notifications regarding the payment system change on December 6, December 12, and December 26. At any of these times, you had the opportunity to contact our office to arrange for an alternative method of payment, such as mailing a check or money order.

  
  As a courtesy, we will waive your late fee. Unfortunately, we are unable to waive an additional late fee. Our team remains available to assist with any questions you may have regarding the new payment system to ensure a smooth experience moving forward.

  
  Please feel free to contact our office directly if you need further clarification.

  Thank you, ******* ******

• Initial Complaint

  Date:01/13/2025

  Type:Order 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 filing a formal complaint against **************** and its management company, Marquette Management, regarding unprofessional conduct and failure to honor promotional offers. Below are the details:Transaction Details:Transaction Date: December 15, 2024 (Lease signed)Amount Paid: $1,813 (rent) + $135(Utilities fee) + $175 (parking fee)Promised Offers:1 month free rent $400 look-and-lease credit $1,000 moving credit $500 student credit $175 parking discount Dispute Details:Unprofessional Conduct:After moving in on December 23, 2024, I was repeatedly asked by management if I had toured the property before signing the lease, despite providing clear answers. This behavior was unprofessional and frustrating.Denial of $1,000 Moving Credit:On January 9, 2025, my moving credit was rejected by ****** ****** due to alleged discrepancies with the receipt. I provided communication records and photos as evidence, but my claim was still denied.Denial of $400 Look-and-Lease Credit:On January 13, 2025, I was told I did not qualify for the $400 credit, despite meeting all eligibility criteria. This rejection is ********************* Resolution Attempts:I have contacted Atrio Apartments multiple times via email, but their responses have been unsatisfactory, with continuous delays and refusals to honor the offers.Advertising Details:I was informed of these promotional offers during a virtual tour on December 15, 2024, and through email communications.Requested Resolution:Investigation into the Practices of Atrio Apartments and Marquette Management.Approval of the $400 look-and-lease credit and re-evaluation of the $1,000 moving credit.I have attached all supporting documentation.

  Business Response

  Date: 01/21/2025

  Thank you for bringing these concerns to our attention. At Atrio Apartments, we take resident feedback seriously and strive to resolve concerns in a fair and professional manner.
  Regarding the residents claims: While some documentation initially did not meet verification requirements, we worked closely with the resident, allowing multiple opportunities to provide proof. Ultimately, we issued the $1,000 moving credit as a gesture of goodwill to ensure satisfaction. We reviewed the eligibility criteria and timeline thoroughly. While discrepancies were noted, we ensured the residents concerns were fully investigated.
  
  We acknowledge the residents frustration with follow-up questions regarding their application. These inquiries aimed to ensure compliance with policies, and we are reviewing our processes to minimize similar issues.
  We believe our extensive efforts, including issuing the moving credit, demonstrate our commitment to resolving this matter in good faith. We remain committed to improving resident experiences and are available to provide further details if needed.
  

  Customer Answer

  Date: 02/06/2025

   
  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.
  

  Thank you for reaching out and for your assistance in handling this
  matter. I would like to confirm that, for the time being, the issue
  has been resolved. I truly appreciate the support provided by the
  BBB, as it has been instrumental in ensuring that my rights were
  protected.
  
  Once again, I sincerely thank you for your help and dedication.
  
  Best regards,
  ** *****

   

• Initial Complaint

  Date:11/21/2024

  Type:Order 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.

  Hands down the worst management I've ever experienced while renting. If I could give 0 stars, I would. ****** and *****, the property managers at Reserve at ********, lack any moral compass and are clearly money hungry. To start, this management has fees for nearly everything you can think of. On top of that, with my initial lease I was able to use my *** letter. 2 months AFTER I renewed my lease, my *** letter was no longer accepted by the "PetScreening" platform they use for *** letters, which is now costing me HUNDREDS of dollars to come up with. Mind you, ************ has thousands of complaints and lawsuits for their HIPPA violations. It's disappointing how Marquette management has chosen to use such a corrupt *** platform without vetting it appropriately. This all would have been nice to know PRIOR to me renewing my lease because I WOULD NOT have renewed my lease knowing this information. Like I said, zero moral compass. Zero compassion. Unprofessional. Disorganized.

  Business Response

  Date: 11/29/2024

  Dear **********,

  
  We sincerely apologize if you felt that our staff lacked a moral compass in your recent interaction. This is certainly not how we intend to be perceived, and we deeply regret that you felt this way. We strive to create an environment of respect, care, and understanding for all of our residents.

  
  To clarify, Marquette Management works with PetScreening, an accredited third-party service, to take responsibility and liability out of the hands of our onsite leasing staff. ************ is responsible for ensuring that all animals on-site meet the buildings safety requirements for the benefit of all residents. In addition to screening pets for safety, PetScreening is well-versed in HUD and Fair Housing Act (FHAct) guidelines to properly verify all Emotional Support ************ requests.

  
  We also want to highlight that we provided you with multiple extensions to submit the necessary documentation to PetScreening, and we waived the one-time pet fee as a gesture of goodwill. We are still committed to reviewing your *** request, and should you be able to provide the required documentation that complies with HUD and FHAct guidelines, your *** will be approved and all pet fees will be removed.

  
  We value your feedback and remain dedicated to resolving this matter in a way that aligns with both legal requirements and our commitment to fair treatment. Please feel free to reach out if you need any further assistance.

  
  Sincerely,

  The Reserve at *******************************

  Business Response

  Date: 12/02/2024

  Dear ******,

  
  We sincerely apologize if you felt that our staff lacked a moral compass in your recent interaction. This is certainly not how we intend to be perceived, and we deeply regret that you felt this way. We strive to create an environment of respect, care, and understanding for all of our residents.

  
  To clarify, Marquette Management works with PetScreening, an accredited third-party service, to take responsibility and liability out of the hands of our onsite leasing staff. ************ is responsible for ensuring that all animals on-site meet the buildings safety requirements for the benefit of all residents. In addition to screening pets for safety, PetScreening is well-versed in HUD and Fair Housing Act (FHAct) guidelines to properly verify all Emotional Support ************ requests.

  
  We also want to highlight that we provided you with multiple extensions to submit the necessary documentation to PetScreening, and we waived the one-time pet fee as a gesture of goodwill. We are still committed to reviewing your *** request, and should you be able to provide the required documentation that complies with HUD and FHAct guidelines, your *** will be approved and all pet fees will be removed.

  
  We value your feedback and remain dedicated to resolving this matter in a way that aligns with both legal requirements and our commitment to fair treatment. Please feel free to reach out if you need any further assistance.

  
  Sincerely,

  The Reserve at ******** Management

   

• Initial Complaint

  Date:05/13/2024

  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 submitted a maintenance request on Sunday May 5th due to my HVAC system not working. I currently dont have heat or a/c. I sent multiple emails, I called, and I went in person to the office. I was assured that they would reach out to the maintenance team however as of today (5/13/24), 8 days later, Ive gotten no response and my HVAC system still not working. Temperatures in my apartment reach well over 80 degrees. This is completely unacceptable especially since my rent is paid every month on time for the past 3 years.

  Business Response

  Date: 05/15/2024

  The resident submitted a work order for their ** not working, which coincided with several weather changes including rain, cold, and then warming up. As per our policy, we are unable to work on ** units during inclement weather conditions such as rain or cold. When the Maintenance technician visited the resident's apartment, they found the ** unit frozen. After thawing it out, it was determined that a part needed to be ordered for the unit.

  
  While the resident is correct in expecting communication about these issues, they should also be aware that for emergencies, they can contact our emergency line for immediate assistance. We acknowledge the need for better communication in such situations and will ensure improved communication channels moving forward.

  The ** unit has been repaired, and our maintenance team contacted the resident to confirm the resolution. Additionally, the manager sent an email to the resident, suggesting that they send an email if they encounter any further difficulties reaching maintenance. While our standard turnaround time for work orders is 24 hours, the weather conditions caused a delay this time, for which we apologize.

• Initial Complaint

  Date:04/23/2024

  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.

  I signed a lease with ******* at ********** in 2022 and it expired on 2023.I gave a notice 60 days prior to lease expiry that I wish to have my name taken off the lease but they have refused to do so till date.The remaining roommates in the apartment are living on a month to month lease and have tried signed a new lease with the leasing office with no success.They gave a written notice to the leasing office to move out 04/31/2024 and the leasing office has not processed this to date.I have tried talking to marquette management with no success.Details-1.Initial Lease term - 8/30/2022 to 8/25/2023 2.move out dates by roommates - 04/31/2024 3.Name of business-******* at ********** (owned by Marquette management)4.Resolution needed-My name taken of any lease with ******* at **********

  Business Response

  Date: 04/25/2024

  Thank you for getting in touch. Regrettably, we're unable to remove you from the lease without the signatures of all parties listed on the agreement. Your lease states joint and several liability, and since you are a lease holder, we cannot proceed without the consent of everyone involved. Please communicate with your roommates to coordinate the process of removing you from the lease. Please reach out to ***** at the leasing office once you have the necessary paperwork. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21612868
  
  I am rejecting this response because:

  The current roommates are trying to end the month-month lease and have already submitted a notice 2 months ago to the leasing office to move out by the end of April.

  The reason for my complaint is because the leasing office refuses to process or respond to any notice we give them.

  Me reaching out to them again for the nth time with no response does not resolve my issue.

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

  Business Response

  Date: 05/01/2024

  Thank you for your response. The apartment was officially put on notice as of April 5th, 2024, and it was fully vacated yesterday, April 30th. Since you were on a month-to-month term, a 30-day notice was required. We have documented the apartment's notice and lease termination.

  
  On April 11th, 2024, you requested a form for all parties to sign to remove you from the lease. However, this form was not returned to us, so your name remained on the apartment lease until it was vacated on April 30th, 2024.

  
  As we did not receive a proper forwarding address from you, the move-out statement will be sent to the apartment address. Please ensure that you follow the postal service's protocol to have your mail forwarded to you. Feel free to contact me via email at ******************* if you have any further questions or need assistance.

  ***************************, Regional Manager

   

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21612868
  
  Thank you for the response,

  My current address is

  *************************************************

  Please send a physical copy of the move out statement there so that I can review before I close this complaint.
  
  Sincerely,

  
  
  *************************

  Business Response

  Date: 05/06/2024

  Hi there, we will send a statement to the forwarding address no later than May 30th, 2024. 

  The move out statement has not been created yet. 

  Thank you,

  ***************************, Regional Manager

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair 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.

  I moved out from ***** (*******************************************************) at the end of August, 2023, with no chance of being there doing a co-inspection with the maintenance team as the apartment said that "they could not determine the time of doing this inspection, which could happen at any random time in the day of or after we move out." And then without this co-inspection, we received an extremely unfair move-out fee of nearly $1400 several days after. They charged me this for the damage of dishwasher panel, stove, and two bathroom vanity doors. We DID not do any damage to them, and we cleaned the apartment before moving out. So we immediately emailed the apartment and received their inspection photos of our apartment, which were listed as the evidence to our damage. HOWEVER, their evidence of all these damages are either just normal wear and tear (for the $600 stove and $200 dishwasher panel), or completely clean and no sign of damage at all (of the two vanity doors, which they charged for $600). I asked my legal representative to negotiate with them first, but they insisted that all these are damages that could not be recovered by all means but replacement, and at the end sent us to the debt collection company. I'm now here to claim the whole charge as a fraud as the photo evidence this apartment has shown us are fraud themselves! First, We were not there for the co-inspection, so we cannot verify the authenticity of these photos themselves, one of which is definitely not of my apartment. Secondly, the so-called damage of the vanity door in the bigger bathroom is shown with only a very unclear panorama of the bathroom in a whole, but we are charged with $300 for this. Third, all the other photos could only be said as "normal wear and tear" as stated in the Municipal Code of Chicago, 5-12-080 (d)(2). In all, we would like the company to withdraw all the fraud charges against us and especially release us from the collection company.

  Business Response

  Date: 01/23/2024

  We appreciate you taking the time to share your experiences and concerns about our property. Your feedback is invaluable to us as we continuously strive to improve our residents' living experience. While we understand receiving move out billing can be frustrating for previous residents. However, I assure that we charge for damages at that are outside of the realm of normal wear tear given the age of building. When you moved in the appliance were brand new with no scratches or visible defects. It is our goal every resident experiences the same level of quality.  Unfortunately, when we received the unit back there was visible damages to the appliances (please see photos attached). As result the damages items were replaced prior to the end of their life span. We are happy to provide you with invoices showing proof of replacements. 

  To avoid any collection efforts please be sure to remit payment as soon as possible. 

  Best, 

  Atrio Management 

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21176170
  
  I am rejecting this response because: Hi in the photos you have provided: first, there are no photo evidence about the damages of the bathroom vanity doors; second, most of the stoves and dishwasher panels would look like that once they are used. They definitely count as normal wear and tear. Also, you cannot explain why there is photo not of my room. Although you have receipts of changing these items, you cannot prove that there are real damages, so it's just your personal pursuit of perfection that drives you to change them because these normal wear and tear would make this room looks a bit old, and that's nothing to do with us.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/26/2023

  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.

  I am a Single Mom paying $1630 a month ?? for a 1 bedroom apartment that has faulty electrical issues, bathroom door has no lock,and the downstairs hallway light isnt even electrically wired. I can send pictures if needed. It is ALWAYS freezing in this apartment. My ******* bill is over $100 a month ????? when I signed the lease, I was told by these a******* that my rent was $1509 a month. They did disclose that they would charge $25 every month for garbage valet (which I do not use (the dumpster is 10 feet away) $40 a month for my 2 cats ??yes. You can interview anyone in this complex. They will tell you the same thing ??????? Please investigate this apartment complex. Something isnt right

  Business Response

  Date: 02/07/2024

  Hi ********,

   

  Thank you for your feedback. You have spoken to the onsite team about some of these things and all your rent, utilities, and additional fees are located within the lease agreement you sign. We are always transparent with residents at renewal time and provide residents with written documentation of lease renewal increases or changes to any fees you may also have included in your monthly charges. If you need a copy of your lease please reach out directly to the **************** leasing office at ***************************.

   

  Regarding the electrical issues, we reviewed your work order history and do not see anything specific to this. If there is an issue please contact the office or enter the work order in your resident portal and we will be happy to look into this matter for you.

   

  Again, please reach out directly to the onsite team as you normally do and we can provide you with most, if not all, of the things you need help with.

   

  Sincerely,

   

  Marquette Management

   

   

  
  

• Initial Complaint

  Date:08/15/2023

  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.

  On Friday August 11, 2023 I moved into the The ******** downtown *******. The very next day my dryer was not working and the sink leaking. The quarter rounds have not been taken care of. It was several other issues as well. I called 24hr service people and they told me it was not an emergency. I had washed my clothes' and now I have wet clothes. Monday morning I called ***** the property manager and he was very unprofessional. He said I raised my voice at him so he hung up on me. I told him to put his self in my shoes. I paid a lot of money to move to in and those things should have been right. He steady telling me that he will send at the end of the day. It was a hour before they closed and he still refusing and we was on the phone. The mere fact that I asked ***** for his supervisor number/email he has yet to send it. I was there in his face and he has not sent it. But yet he sent an email stating that I have a violation that my guest was using the key fop. They left a note on my door saying my guest used amenities with out me and that was lies. He trying to say no not that but front door. Well say that! Why the lies! He dont need to be anybody's manager.

  Business Response

  Date: 08/30/2023

  We apologize for any inconvenience that our maintenance staff may have caused, and with your interactions with the office team. It is always our most important mission to treat all residents with respect and dignity. Since you feel as if our team did not deliver on this promise, we are approving your request for our 30-day Satisfaction Guarantee. We will not charge you or any occupant any fees to break this lease, and your application and administrative fees will be refunded to you. The only fees charged to you will be the actual rental days spent occupying the apartment. We apologize for your move-in experience, and we wish you the best in your future endeavors.

  Best Regards

  *******************************

  Property Manager

  Catalyst *******

• Initial Complaint

  Date:07/24/2023

  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 a current tenant who has been renting at *********************** since last November. This June, a new tenant moved in below me and has been causing noise disturbances ever since at all hours of the night. I have been woken up by it on average 4 times a night nearly every single night since the tenant moved in below me. I have cameras from inside my apartment that have captured evidence to prove it. I have also been calling the police to try to resolve it as well. I have called the police 5 times so far because of it. Last night, after calling the police, the tenant below me went on a rampage in his unit yelling, screaming, swearing, and slamming things at around 4:00am. I no longer feel safe in my home living around this tenant and request that he be evicted because of his behavior that continues to worsen. If he is not evicted, I will have to proceed in filing a lawsuit seeking financial restitution. The tenant has already been called and warned by the building atleast 3-4 times. He was also given atleast 2 written warning letters prior to this. I am requesting he is evicted.

  Business Response

  Date: 07/25/2023

  I and my Regional Manager have been working with this resident for the last month to resolve a thumping sound in the late/early hours of the day.  The resident with the noise complaint has indicated that the noise is coming from the resident downstairs. He has provided videos from his apartment during the night. A thump can be heard on the video, but it is difficult to say how loud or where the noise is coming from. We asked the resident with the complaint to contact our 24 hour on call service when he hears the noise, and we will come over to find the source. Unfortunately, he does not feel comfortable with that, so he calls the police instead. Every police report has indicated that no noise is found. I have spoken to the downstairs neighbor on several occasions and sent him letters. I have spoken to the accused downstairs neighbor and he has indicated that he is not slamming things around or making thumping sounds in his apartment.  

  The resident with the complaint accused the downstairs neighbor of retaliating by ******* and cursing in his apartment when the police were called. I contacted the the police department, the neighbor downstairs and the surrounding neighbors and no evidence was found that this happened.  

  I have offered to transfer the resident with the complaint, I have offered to let him out of his lease, and we continue to offer the 24 hour on-call service to resolve this solution. At this time we have no grounds to evict the accused neighbor and will continue to monitor this situation.  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20366233
  
  I am rejecting this response because:
  
  I feel that the property and management company know what is going on, and they are covering it up. They are downplaying it to cover themselves. It is also not just one video I have. I have over 30 that are spread out. I also dont call the on staff maintenance because I am already being woken up and not sleeping well. When I have to be up for work at 4am, having their on staff maintenance come at say 2am does not make sense to me. I call the police because it is a noise disturbance for me and that is what I was instructed to do by the police department. The police even told me to call during the day to report it, but I do not because I am trying to be reasonable.

   

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

  Business Response

  Date: 08/07/2023

  I am working closely with this resident to allow him out of his lease without penalty. 

  Customer Answer

  Date: 08/07/2023

   
  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,
  
  *********************