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:01/25/2023

  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.

  The apartment flooded on 12/28/2022. My son had only received 2 confusing text messages from the leasing office. The unit has been un livable since 12/28 and I’ve been told the repairs will take longer than expected. Why were his 3 roommates relocated from their 4 bedroom down to an 3 bedroom leaving nowhere for him to live? In speaking with the General Manager, *******, she stated that my son had never picked up his keys so she didn’t see the issue. I said that is incorrect, he has his keys and has stayed several nights.
  I also mentioned it was unfair that his roommates were offered free hotel rooms, but no mention was made to my son, who actually had to pay out of pocket for hotel nights.
  He has still been paying monthly rent on time.
  I was asked to send an email that she could forward on to her boss, that could come up with a resolution for the problem.it was sent on 1/11/23 A week later after requesting a reply, I received an email with no resolution and I requested to speak with her boss that helped her reply to the email. That was on 1/18/23 and I have had no reply as of 1/24/23 even after texting and emailing *******.
  
  We are requesting my son be let out of this lease because he was overlooked in moving and downsizing a four bedroom apartment to a three bedroom apartment, and no longer has a place to live at The Flats.
  
  We would like either reimbursement for the hotels or some other type of compensation that was given to all residents, we would also like prorated rent back to the date of the flood, December 28, and we would also like our security deposit refunded completely, which was two months worth of rent as long as no other expenses are incurred.

  Business Response

  Date: 01/25/2023

  I have been working with my regional and ******* on a solution. Her so. Is in St Louis and not in Bloomington/normal. I explained to the mother that we would provide housing for her son when he comes back to Bloomington/Normal. Every lease is separate so we are able to separate the roommates if needed. We placed the other 3 in a vacant unit since they needed housing immediately. We are doing our part to fix the flooded unit and get the boys back into the unit. And she knows we would provide housing for ***** if/when he comes back to town.

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:
  
  While ******* has agreed to part of my requests, terminating the lease, there is still one unanswered question. What was the $705 rent payment received on January 1 applied towards? The only place that ***** had to stay was an apartment that was under construction and considered uninhabitable.  Hind sight is 20/20. It’s easy to say you could have done something if……., but the reality is that there was nothing communicated to ***** and you thought you could get away with collecting rent like that until his lease was over. I would consider that stealing.  
  The only communication that ***** has received about this whole incidents is two text messages from the management office asking him to get his stuff out and stating there was a problem. No communications were received after that at all . While ******* had overlooked the fact that ***** did pick up his keys and did use his apartment, the lease states that he should have keys to his residence, nothing was stated it’s a call if you need a place to stay lease.  I need to know what the $705 was applied to for the month of January, because she will not prorate any rent. 
  I requested her bosses information on 1/18/23 and received it today at 4:30pm, 13 days later. I received an email ******* with her bosses email address. I have sent an email to her boss and I’m now waiting reply. 
  

  Business Response

  Date: 02/01/2023

  She was given the regional's information and she will have to continue her communication with her.

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  
  Another week has gone by with NO communication from ******* or her regional manager. 
  I requested the regional manager's phone number and email. I only received an email address. 
  It is VERY DIFFICULT to work with this company to solve issues.  There has been NO communication from the regional manager in 1 week. 
  January rent was paid on time and nothing was provided in return. Not a place to stay per the lease or a key to access a place to stay. 
  In hindsight, offering to pay for hotel rooms is nice, but being a college student with limited funds, this was not an option for him to use. Essentially with NO communication from the landlord offering this until weeks later. Since you’re offering to pay for hotel rooms in Bloomington, maybe you could give him a $705 gift card to the hotel of your choice that you would have paid for. Is that a consideration?
  

  Business Response

  Date: 02/07/2023

  We found someone to take over the resident's lease and ***** has been let out of his. His deposit of 2 months has been refunded to him - it will be mailed out to him from corporate. Nothing else concerns this resident.

  Customer Answer

  Date: 02/14/2023

   I am rejecting this response because:
  
  I’m still waiting for an answer to this question… What was the $705 that you collected for the month of January applied towards according to the lease?  There was nowhere for my son to live if you look at the pictures submitted to the BBB and there was no communication from the landlord telling him to get a hotel room. 
  Per your lease what was the $705 applied towards for the month of January?