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:11/11/2024

  Type:Billing 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.

  My son moved into this apartment last year and the first thing we noticed was black mold in the vents. He put in a work order to have them cleaned but they never were. Starting in the spring, he started having floods in his kitchen. He sent multiple work orders to have this fixed, but ended up having to clean it up himself. (He and his roommates) Each time he was told they had no one to fix it or they could not get to the pipe. In June he and his roommates move to their respective homes and did not return until July. Upon returning, he found his entire room under 6 inches of water and everything in his room molded. His entire room, clothes, shoes, furniture, x-box, books, everything had mold growing on it. There was a big fan blowing in his room but the door was closed. Apparently it had flooded in June and flooded into the unit beside them. The maintenance had come in and turned on fans, but did not fix the leak. They left the water for two months. When my son returned, he had no where to stay, no clothes, no anything. He was put up into a hotel for a week and then the 3 of them were put into a Model apartment that was decorated in pink flowers for a month. After many emails and phone calls showing emails from other people who have had issues with this apartment before, they finally agreed to completely tear out the floor and walls and re-build their apartment. They refuse to repay them for the bed, dresser, x-box, clothes, ect. that were lost. They did clean what clothes they could but the total cost of things lost in just my son's room and the kitchen is close to 3,000.00. He lost all of his furniture and appliances, towels, everything. They offered us 2 months rent. That totaled about 1200.00. Then they told us to use rental insurance. They then backed out of the 2nd month of free rent and are now charging us late charges. I feel this is a neglect issue and want them to pay for the electricity they used in June and July and for his stuff.

  Business Response

  Date: 12/10/2024

  Thank you for your feedback, and we sincerely apologize for the difficult experience your son and his roommates have had during their time at our property. We truly understand how frustrating this situation has been for you all, and we regret that we fell short in providing the quality of service expected.
  We take the concerns regarding mold and flooding seriously, and after the initial maintenance request, we should have done more to resolve these issues more promptly. We recognize that the delays in addressing these problems were unacceptable, and we are committed to improving our response times moving forward.
  In regard to the damages to your son's belongings, we acknowledge the loss he has faced, and we empathize with the emotional and financial strain this has caused. While the appliances that were originally provided by the apartment complex were lost, we made sure to install all brand new appliances as part of the repair process. Additionally, as part of our efforts to make things right, we offered compensation of two months' rent, totaling $1,200, and are continuously issuing credits to all three tenants for utilities used from June to October. We also waived all late fees to alleviate any further financial burden. While we understand that this compensation may not fully cover the extent of the damages, we hope it helps to alleviate some of the burden.
  We also understand that the temporary relocation to a hotel and model apartment was less than ideal. While one of the rooms in the model unit was decorated to suit a female prospect, we want to highlight that the other rooms were more tailored to a broader range of preferences. One room featured KU memorabilia and decor, and another had a more natural aesthetic. Additionally, the model apartment offered access to a 55-inch mounted Smart TV for added convenience. We hope these accommodations were a positive aspect of the temporary housing, despite the challenges you faced.
  Our goal is to ensure that these issues are addressed more efficiently in the future, and we appreciate your patience as we continue to review and improve our procedures. If you have any further concerns or would like to discuss additional steps, please don’t hesitate to contact us directly. We value your feedback and are committed to resolving this matter fairly.

  Customer Answer

  Date: 12/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was over 3000.00 of his stuff ruined and I had to push and push to even get the 1200.00 you finally gave us.  Then, I go to Lawerence last weekend and what do I find Friday the 13th, but a flooded apartment, again!  This is totally unacceptable.  Yes, they came and fixed it the next day, yet when you step on their brand new kitchen floor, water seeps up through the slats.  My son has severe asthma and has been sick over 5 times since spring with sinus infections.  This is a mold problem and is still a mold problem.  He deserves better and the rest of the people there deserve better.  I want the rest of the money he is owed.  I want the other 1800.00 for the missing bedding, kitchen appliances and dishes, his shoes and other things out of his bedroom, and doctor bills.  This is ridiculous.  I also want our deposit back when he moves.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/27/2022

  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.

  The apartments management ************************* haven't been helpful an they've changed management several times. An they've told me that I haven't paid my rent multiple times an I have valid statements showing that I have. An the current roommates that I have don't let me in the apartment when the key isn't working. An the new job that I'm starting is relocating me to ************ for work an they're not willing to help an I've went to them for help several times. Currently all of my belongings are out of the apartment. Due to job relocation.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 10, 2022/11/28) */
  I am an attorney representing **************************, the current owner and operator of the Helix 24 apartments ***************. Mr. ******* complaint has been forwarded to me for response.
  
  We deny the various allegations made by the Complainant with respect to his treatment by community staff members. Our understanding is that Mr. ******* primary issue is our refusal to cancel his current Lease Agreement with us as the result of his relocating out of state in connection with a new employment opportunity. We acknowledge our responsibility to use reasonable efforts to mitigate our damages by attempting to locate a replacement for Mr. *****. Please note, however, that Helix 24 is a facility focused on college student housing, with contract terms geared to the academic year at ************************. With the academic year well underway and with several other vacancies to fill, we think it unlikely that we will mitigate successfully.
  
  Mr. ***** is also free to identify a replacement resident or a delegate to take over the remainder of his obligation. But until he does so, or until we mitigate, our position is that his Lease Agreement remains binding.
  
  However, in an effort to resolve this matter amicably, would would offer to terminate Mr. ******* Lease Agreement in exchange for his payment of $******, representing his December 1, 2022 rental installment plus the contractual remarketing fee. If Mr. ***** wishes to accept this offer, please have him contact me directly. I can be reached by phone at ************, or by email at *************************. Thank you.
  
  Michael *********