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:06/03/2024

  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.

  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. 
  Sorry...not being able to shower, do dishes and clean with hot water set me off. I assumed when we spoke on that Friday you had little interest in fully resolving the issue. I do appreciate your swift movement to resolve the issue and wish I called you guys before filing this. 
  
  

  Regards,

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

  Business Response

  Date: 06/03/2024

  This is in response to the complaint ID ********. I as the property manager was notified on Thursday 5/30/24 about little hot water in this building. I called and had the contractor here on property the same day. I personally worked with the contractor to make sure that we had the issue resolved, and spoke to the resident that night at about 5:54pm. I was called again mid day Friday and it was stated that the hot water heater was not working properly and at that point I sent my tech to Lowes to get a new one to install, however due to a few other emergencies on the property, it was not picked up and installed. At the time of receiving this email my tech is at Lowes purchasing the new hot water heater. As far as the complaint regarding the A/C not working properly, this has not been brought up to the Colonial Crest office since May 13, 2022.

• Initial Complaint

  Date:10/24/2023

  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.

  Washing machine in building 28 has been out of order for at least 4 months. Three maintenance requests have been filed personally, others filled by other residents in the building. Signed lease for apartments includes in building washer and dryer.

  Business Response

  Date: 10/27/2023

  Dear *******,

  There are 36 washer and dryer sets on this property, and tenants are made aware that all of them are available to use anytime. The resident was correct that the washer was under repair at the time this complaint was made.

  We use local, reputable contractors however, because of supply chain issues, parts are now coming from overseas.   Our maintenance director informed me that the parts were expected the week of 10/26/23. As of Wednesday 10/25/23, the washer in building 28has been repaired and are working properly.

  Always a pleasure working with you and the BBB.

   

  Sincerely,

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

  Colonial Crest Apartments

  manager

• Initial Complaint

  Date:09/05/2023

  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.

  I do have an update from yesterday to add to the document shared.   I am asking for a meeting with the owner of the property as I'm told the manager is out all week and cut back on his hours.  I asked for the manager's contact information along with the owner's and was told by an employee, "I'm not getting fired for giving that information to a resident".  I was told twice yesterday my window unit would be replaced and did not receive one. After talking to on call, maintence noted that the office should have called me saying they are out of them. 

  I have an excel sheet with the temperature in the apartment over this past weekend, time stamped pictures, and a current picture of what my apartment looks like as a friend loaned me a floor AC unit--though that needed to have a port for outside. 

  Business Response

  Date: 09/27/2023

  Company has stated this matter has been resolved to the customer's satisfaction.

  Customer Answer

  Date: 10/04/2023

  Good morning, 

   

  I wanted to provide an update about the situation.  I had to contact the office almost daily about getting the window units out of my apartment and screens reinstalled. This took me finding a maintenance man to help me and my door has yet to be replaced on the closet where the new AC was installed. I requested a meeting with the apartment manager and it was like pulling teeth to get one since he is never there. I will also note that the office needed the key returned to the apartment they allowed me to use, though they stated there were no concerns with my apartment in the first place. They know I am a single mother, grad student, work a half hour away and could not return the key when they wanted. I was gone ************************************************************************* I will be charged daily. I asked how is that fair when they haven't been held accountable for anything they've done in the first place? I was not intentionally with holding the key.   I met with **** in person and sure he took off rent after I pointed out how terrible of an experience I've had with the complex through all of this. How he has not followed through on getting a simple thermometer and didn't believe me at all, until I begged and cried for someone to go in my apartment to see it was over 80 degrees in there.   I have yet to hear about the amount of compensation on my electricity for all of this. I sent them copies of my bills aside from September 2023, as I am still waiting on that one. I know a few other tenants getting the 'run around' from ****.   Put it this way, **** got frustrated when I said he doesn't care about his tenants. To the point of raising his voice, cursed at me, and I asked him if I needed to get law enforcement and my attorney involved because there is no accountability.   In the end, I am hoping to just bring awareness of this situation. How poorly treated I was, the complex doesn't recognize that they broke their contract, then threatened me because I wasn't doing something in their timeframe when they wanted it. What about when I wanted to be heard since this all began? Yet, they can keep taking my money and threaten me, but I can't charge them..I'm expected to deal with it. 

  Customer Answer

  Date: 10/04/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I wanted to provide an update about the situation.  I had to contact the office almost daily about getting the window units out of my apartment and screens reinstalled. This took me finding a maintenance man to help me and my door has yet to be replaced on the closet where the new AC was installed. I requested a meeting with the apartment manager and it was like pulling teeth to get one since he is never there. I will also note that the office needed the key returned to the apartment they allowed me to use, though they stated there were no concerns with my apartment in the first place. They know I am a single mother, grad student, work a half hour away and could not return the key when they wanted. I was gone ************************************************************************* I will be charged daily. I asked how is that fair when they haven't been held accountable for anything they've done in the first place? I was not intentionally with holding the key.   I met with **** in person and sure he took off rent after I pointed out how terrible of an experience I've had with the complex through all of this. How he has not followed through on getting a simple thermometer and didn't believe me at all, until I begged and cried for someone to go in my apartment to see it was over 80 degrees in there.   I have yet to hear about the amount of compensation on my electricity for all of this. I sent them copies of my bills aside from September 2023, as I am still waiting on that one. I know a few other tenants getting the 'run around' from ****.   Put it this way, **** got frustrated when I said he doesn't care about his tenants. To the point of raising his voice, cursed at me, and I asked him if I needed to get law enforcement and my attorney involved because there is no accountability.   In the end, I am hoping to just bring awareness of this situation. How poorly treated I was, the complex doesn't recognize that they broke their contract, then threatened me because I wasn't doing something in their timeframe when they wanted it. What about when I wanted to be heard since this all began? Yet, they can keep taking my money and threaten me, but I can't charge them..I'm expected to deal with it. 
  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:08/01/2022

  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.

  Ive had water leaks, water damage, floods and it takes the office more than 30 days to take care of these matters and some things still havent been addressed. They dont return calls or emails and Ive paid rent on time the entire time Ive lived here and I cant get stuff fixed. My carpet smells like mold because of the leaks and water damage and theres been no compensation at all and no reply on when it will be fixed.

  Business Response

  Date: 02/24/2023

  "Just after 3 days back as property manager, after 20 months of retirement. I became aware of this complaint. My understanding is that the issue was resolved with maintenance in their apartment. The issue was created by tree roots in the building's sewer line. The line was both viewed by a camera, and "snaked" clean. However a new sewer line is being installed. Dig Safe was here, bids are being reviewed. The sewer replacement company will have a new section replaced in about 30 days so that no future problems should occur."
  
  2/24/2023