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:01/13/2023

  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.

  12/24/22 late at night and 1/13/23 @ 1:20AM the fire alarms have gone off in access with the local fire department citing there is no fire again. This is very concerning as this is a reoccurring issue. Families are outside in the freezing rain. I am concerned of the safety of me and my fellow residents. I am submitting this request due to no update in communication about remedying this continuing problem. Moreover the ********* *************** explained that there is no present Building manager on site to assist them with turning off the system.

  Business Response

  Date: 01/19/2023

  Hello,
  
  On 12/24/22 due to inclement weather in *********, we had a number of pipes burst and power outages from the freeze. We are working with outside contractors to get these repairs completed as quickly as possible. We acknowledge delays in the repair, and are involving numerous contractors to work as quickly as possible. We currently have a building supervisor on site 24 hours a day until the repairs are completed, and are working directly with our local fire department and ********* Electric to keep this process moving.
  
  We have contacted the current resident to provide an update on the repairs and explain the reasoning for the fire alarms that occurred when sprinkler heads burst, and let her know she is welcome to contact the office with any further questions or concerns.
  
  Thank you,
  
  *********************************

• Initial Complaint

  Date:12/30/2022

  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 rented from these people in august 2022 and it has been nothing but issues from the start. My apartment wasnt wired correctly for internet and that is how i do my job they acted as if they didnt care maintenance was rude hung up on me and the cable company advised a electrician needed to come out which the property said would take weeks. I didnt have weeks to wait and they werent going to wait on their rent money which they shouldve took something off because of the inconvenience and the hoops i had to jump through just to obtain service. That is for starters. They also do not offer ***** periods or payment extensions at the property nor do they accept partial payments my apartment is nearly $1800 a month and it is not worth the price they are asking so much money for. My apartment is basic. Im a single parent they do not work with you AT ALL! I remember i was .46 cents short on rent and they literally made me go get a money order for that exact amount, what a joke! I honestly tried contacting corporate to address my complaints and they did nothing about it. All they did was listen to my concerns and left it at that. *** tried contacting them again with no success. The property manager is rude and i strongly think she dislikes people of color. The hallway of my building was riddled with trash drippings and sat for months until i called for the 100th time and they had the ***** to charge me to come clean the stains that they didnt do a good job of cleaning. Maintenance is slow to respond to work orders, it is not worth the price they ask for each month and the valet trash company they hired should be fired we pay $25 a month for them to only come on certain days a week what a ripoff!! They also failed to tell me I had a water bill included in rent because theyve hired so many new people since I originally signed my lease. The gas company in my area made a mistake with not transferring service in my name and even after i told them penalized me! Terrible

  Business Response

  Date: 01/11/2023

  Hello
  
  We have been in regular contact with this resident regarding her issues. We worked with one of the two internet providers and outside vendors to help restore her preferred internet service as quick as possible after her move-in, and offered to supply a hot-spot until the companies were able to make the repair. This restoration took additional time due to working with the scheduling and availability of two outside companies.
  
  Our lease thoroughly explains our rent collection procedure, which is reiterated to residents at move-in. Rent is due in-full on the 1st of every month, with a grace ****** through the 5th of the month. Late fees are applied on the 6th for outstanding balances. We do not accept partial payments. Our lease also details resident responsibilities as it pertains to utility set-up, and contact information for each service. We hold all residents to the same criteria to ensure compliance with Fair Housing Laws.
  
  We have contacted ***************** again to take the opportunity to hear her concerns regarding staff,trash removal services, and any outstanding maintenance work orders. We also discussed the parameters laid out within her lease, and answer any additional questions she had at this time. We are currently following up with our on-site staff regarding customer service, and bringing in a 3rd party vendor company to re-glaze her tub.  
  
  Thank you,
  
  *********************************

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  You guys lied throughout the entire context of your message. You guys did not offer a quick solution for the internet cable issue Im the one who gave the idea to pay for a temporary hotspot. This is not something you came up with on your own. Secondly, your staff was extremely ***** by making me go get a money order for 46 cents. Your corporate office states you cant refuse rent for small balances. Your maintenance has closed out unfulfilled work orders so do not lie and say youve worked with me on my work orders, I had to get corporate involved to assist with the tub situation. In regards to the utilities the gas was setup in my name and you were given both confirmation numbers, the gas company admitted fault to you several times, I did what I was supposed to do as a tenant, your company needs to take ownership of the problem and try to keep your residents happy throughout the entire lease. You can somehow lay out the terms on the lease of what Im supposed to follow but yet you guys seem to break the laws by not providing a sanitary living environment the hallways still have trash drippings in them since September and I still have several photos then to add to the issue a dead mouse was discovered in my building as well, your staff barely answers the company phones and once again maintenance is closing out work orders. So Im not happy still with your janky response. This issue shouldve been resolved months ago.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:11/21/2022

  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.

  We have been renting from Gramercy Apts (Buckingham Companies LLC) since July of 2021. Upon move in inspection, there were MULTIPLE health/safety issues with our apartment. We have had a fire, 2 leaks and multiple other issues, including the fact our dish washer hasnt worked for over a year. Nobody has come back out to replace it. Yet through ALL of the issues, we have ALWAYS been good residents and paid our rent on time. I started a new job at the beginning of November 2022. I "thuoght" I had paid the rent but I guess I forgot. ******* law requires that a resident be given a WRITTEN notice of eviction at the 10 day ***** I never got A THING from the complex. Fast forward to 11/17 and I get a text and an email saying we are being evicted. Thats it. Just a cold "pay us now or you will be homeless" message...I went to the complex and paid what we owed and asked why I was not informed we were being evicted, prior to the eviction being filed. The property manager claimed its stated "in the lease." Thats great...but you STILL need to send me a WRITTEN letter, per ******* state law. The only documentation I received was an email and the text message, and NOW its showing online as an open eviction against us, which can potentially affect my ability to move out of this awful place and find a better place to live. I don't think its right or legal to file eviction proceedings against residents, WITHOUT PROVIDING WRITTEN 10 day notice. Had someone just done their due dilligence and either emailed/called me OR provided the legally required written documentation, I would have paid the rent WELL before the deadline to file for eviction. And I wouldn't be out an additional $500 in fees to a mindless, souless corporation, such as Buckingham. I have called both Gramercy and Buckingham about this and NEITHER returns calls or answers the phone. I was forced to physically go to the office bc Gramercy also screens their calls, so you can't get through.

  Business Response

  Date: 12/08/2022

  Our eviction process at Gramercy is consistent each month. If a resident has not paid their rent in full by the 6th of the month, they are charged a $100 late fee.  They are then sent a late letter via email informing them we have not received their rent and will be proceeding with eviction, which we file on the 10th. Should the resident not pay before the deadline of the 10th, an eviction fee of $318.74 is added to their balance.
  
  Due to our inability to locate this resident's late letter, a credit in the amount of $318.74 has been added to their account for attorney and filing fees. We will follow up with the resident directly to inform them of their credit. 

   

  Thank you,

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

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. All I wanted was for Gramercy to check their records and admit that they messed up. I have heard from OTHER residents that this happens quite often with Grammercy/Buckingham Properties. As a consumer, all we ask is to be notified that we are late BEFORE being evicted. Not just as a courtesy but also because ******* law requires it. Comsumers make mistakes and its a shame that hard working people get charged these outrageous fines, all in the interest of capitalism. Thank you for making this right! 
  
  
  

  Regards,

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

• Initial Complaint

  Date:09/15/2022

  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 was a tenant at ************ in ****** ******* from 2/6/21 until 9/16/22 I was a victim of battery resulting in bodily injury by my neighbor on 2/28/22 Before punching me in face 3 times my neighbor yelled racial slurs towards me while pacing back and forth front of my door. She prohibited me from leaving and going to work, because i would have had to get close to her. The case is still ongoing, however on 8/16/22 my neighbor lied and informed the leasing office that the case was dropped and the charges were dismissed. It absolutely was NOT dropped. On the same day I was issued a termination of my lease without verifying if the case was actually dismissed. When i tried to inform them that the case was not dismissed and what I experienced, the assistant manager said "I do not believe that, you need to leave the office or I will terminate you immediately" The case was not dismissed, far from it. I was never contacted by the office to discuss this matter. I have left messages that were never returned. How can they make a informed decision without talking to everyone involved? The assistant manager condones her actions by saying I must have said something that justified violence. On 8/25/22 my neighbors lawyer asked for a continuance until 3/23/23 so my she can enter into a pretrial diversion program. In order to enter into the diversion program the accused admits what she did was wrong. If she finishes the program the charge will not go on her criminal record. I have been harassed, assaulted, and called a liar. I sincerely hope no one else is a victim of a crime while living there, because the management will not do anything to protect them. I have payed thousands of dollars in 30 days out of pocket trying to make sure my daughter has a place to sleep. Thankfully I was able to find a place, however my rent is substantially higher. I had to pay deposits, and moving costs I would not have to if she had not maliciously lied to management.

  Business Response

  Date: 10/03/2022

  Please accept this letter in response to a complaint filed by ************************* on September 15th, 2022. In response to these allegations,******************** seeks to provide all information that *** be relevant or helpful in the disposition of this matter. ************ and Buckingham Companies preserves the right to contest the admissibility of this response letter in any proceeding before a court of competent jurisdiction.
  
  Due to the actions of both residents in this ongoing situation, both residents have had their leases terminated at ************. We do not tolerate such actions at our properties in compliance with our lease requirements. With the ongoing legal process, we are limited in what we are able to discuss with either resident/party. In regards to the complaint about the Assistant Manager, there is an ongoing investigation into the allegations made in this complaint. Disciplinary action will take place if it is found to be necessary.
  
  Thank you,
  
  *************************,
  Regional Property Manager

  Customer Answer

  Date: 10/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/18/2022

  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.

  I leased an apartment from the Foundry in ********** (managed by Buckingham Companies) from August, 2021 to May, 2022. After my lease expired in May 2022, I followed the required move-out protocol and verified with the office in person that my ledger was balanced. Weeks later, I received an email from the Foundry stating that I owed $189.05 in unpaid fees. When I asked what I was charged for, I was sent an itemized ledger with the majority of the fees being late fees. This was impossible as I had autopay set up on my account, and had I confirmed that I had a zero balance when I moved out. I communicated this to the property manager, *************************************, and she sent me back a scanned revised ledger with the balance crossed out and a new total of $54.05 written in pen representing the total minus the late fees. She told me to pay this via check, which I promptly sent to the property. I requested that ********* confirm that she recieved this check as well as to confirm that this invalid late charge would not affect my credit score. She did not respond. Around two months later in July, I began to recieve calls and emails from a debt collector called ***************************** saying I owed money to the Foundry. I emailed ********* asking if she had not received the check, and she confirmed that she did. She stated that she had no authorization to waive the late fees that she had previously removed from the ledger, and said she would reach out to the regional manager to resolve this, but I never heard from her again. Since the last email, I have tried to contact her and the apartment over a dozen times via email and phone call. I have left numerous messages asking for them to contact me over the past two weeks, all of which have gone unanswered. Meanwhile, the debt collector continues to call me nearly daily. Thank you for your help.

  Business Response

  Date: 08/31/2022

  To Whom It May ************************ moved out owing The Foundry a balance due that went over her deposit refund.  This was a combination of late fee and balance from utilities after move out.
  Faith did make her payment to Foundry which did not include the late fee amount.  This was later approved to be  waived and resolution to this matter was directed to ***************************** who handled the collection for us. 
  ***** was emailed the response from ***************************** releasing her from any debt collection owed The Foundry for her records.
  

  
  Sincerely,

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

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. However, they did not verify that their mistake will not be reflected on the credit score of myself or my guarantor. I do not know if this has been affected. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/02/2022

  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 was a previous resident/employee at the property Gramercy, ** ********* which is owned by Buckingham. While I was living there and employed there, it was a requirement for my rent to be automatically deducted from my payroll every two weeks so that rent was always paid a month in advance. They fired me on June 1st and I moved out June 19th. Half of my rent was already paid for July. It hasnt been refunded and *** reached out to the office, corporate and HR directly and they have not given me a clear answer and just keep making me wait and jump through hoops. Management companies are required to refund any amount owned within 45 days of move out and its been well over that time period. Im asking the BBB to please assist me and get my money back.

  Business Response

  Date: 08/15/2022

  Hello ******* - 

  Thank you for sending this over. There was some internal confusion when this employee moved out of their unit, as payroll deductions for rent are not handled on the property, but rather with our accounting team. Since this complaint was received, we have connected with the past employee to confirm the rental refund necessary for the days of 6/20/22 through 6/30/2022. We overnighted a check to the past employee and it was delivered and signed for on 8/10/2022. Please do not hesitate to reach out to me if further information is required. We have sincerely apologized for the delay on our end. 

   

  Thank you,

  *********************************
  Executive Assistant