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:07/17/2023

  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.

  My complaint is against my landlord. In addition to him ignoring all of my text messages his secretary ignores all of my emails as well. There is no phone number provided to tenants to speak to a physical person as the number given goes to an online company. There is no address provided for an office to speak to anyone either as the address on the email he uses is a ups store P.O. Box. Living conditions are unsanitary as there are roaches and gnats everywhere. I have complained about another tenants music that plays all night and they’re harassing behavior and get ignored by the landlord and was basically told if I don’t like it I can move. When asking about breaking my lease to move a few months later I get told he never said that I could and ignored when I’m simply asking the protocol to move sooner than my lease date. The property on the side of the building where my apartment is stays covered in trash. The unprofessionalism and unsanitary conditions alone are unacceptable but to provide no phone number or address for tenants to speak to someone and have to rely only on texts and emails that get ignored is frustrating when urgent matters take place. Once again the only address listed for the Company is a P.O. Box. At a ups store. This makes the situation where I cannot even contact anyone about moving or anything without being ignored. My renters rights are being ignored by him and he isn’t holding his end of the lease agreement.

  Business Response

  Date: 08/18/2023

  Thank you for your letter and the
  opportunity to respond. The complaint information is
  grossly inaccurate. The tenant is provided our contact information in
  advance of move in during the tenant screening phase of the application
  process. Our information is printed in the lease and on the signage in
  the front yard of the property. Our business office is open during normal
  business hours plus we contracted a call center that operates around the clock
  365 days a year for any and all emergencies. Her lease further details how to
  contact us for both emergency and general maintenance requests. The tenant also
  has access to an online portal to enter in any maintenance requests. No
  maintenance requests have been received for any complaints as of today’s date
  of August 18, 2023. As you are aware, signed, written
  leases govern matters involving tenants in conjunction with Kentucky
  law. In addition to the lease itself, she has been advised both verbally
  and in writing that the lease dictates the terms and conditions of her lease.
  On August 15, 2023 we received a letter and key from the tenant indicating she
  had moved and returned possession of the rented unit associated with her lease. Her decision to move out will be handled in the same manner as any other
  tenant who breaks their lease and she will be responsible for any damages,
  rent, utilities and associated expenses until the unit is re-rented.

  Customer Answer

  Date: 08/21/2023

  ***** ********
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  this business is the one who is grossly inaccurate. Not only did they state in their response that they have an office when they don’t and falsely advertise the UPS store in Lexington as their office but the lease does not state half of what they are claiming but regardless I was within my legal right to break my lease as there were roaches (I have photos of this), I did not feel safe, I complained about another tenants harassing behavior and was ignored, trash outside, and they completely ignored renters rights when I complained about another tenant breaking their lease and causing noise disturbances when they told me if I don’t like it he WOULD LET ME OUT OF MY LEASE, photo provided above, then proceeded to ignore me every time after that, etc. They are continuing to ignore me when asking why charges are continuing to be posted under my name on a tenant portal when I no longer live there. My main issue is that my name and charges are being added to the tenant portal when I haven’t lived there in over a month. They are charging me for a month and late fees when I no longer live there and WAS within my right to break my lease. I asked previously how to end my lease term early as all apartments have a fee or protocol and got spoken to disrespectfully with no answer and was ignored until the following month after the first BBB complaint against them. They wait til the next month to tell me to send the key in so they can rent the unit even though they are legally suppose to change the locks and clearly don’t. These charges and my name need to be removed from the tenant portal.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 09/01/2023

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

  Dalton Court LLC

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

  Lexington, KY 40509

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

   

   

   

   

  Complaint ******** Second Response:

  Thank you again for the opportunity to respond to this now former tenant. As stated previously, the complaint information is inaccurate and the revised complaint as presented is as well. The tenant is provided our contact information in advance of move in during the tenant screening phase of the application process. We are at a loss what our physical address versus our mailing address in Lexington have to do with her new complaint. That was never an issue raised by her previously nor have anything material relating to her tenancy. It appears she may be manufacturing accusations and excuses after the fact? As a reminder, our information is printed in the lease and on the signage in the front yard of the property. Our business office is open during normal business hours plus we contracted a call center that operates around the clock 365 days a year for any and all emergencies. Her lease further details how to contact us for both emergency and general maintenance requests. The tenant also has access to an online portal to enter in any maintenance requests. No maintenance requests have been received for any complaints as of today’s date of August 18, 2023. As you are aware, signed, written leases govern matters involving tenants in conjunction with Kentucky law. In addition to the lease itself, she has been advised both verbally and in writing that the lease dictates the terms and conditions of her lease. On August 15, 2023 we received a letter and key from the tenant indicating she had moved and returned possession of the rented unit associated with her lease. Her decision to move out will be handled in the same manner as any other tenant who breaks their lease and she will be responsible for any damages, rent, utilities and associated expenses until the unit is re-rented. At this point, possession has been returned. She continues to be responsible for the terms and conditions of her lease until we have a new lease for the unit or her lease ending date, whichever comes first. We had really good showings this morning and are hopeful we’ll have a new tenant soon. 

  *** ******

  Dalton Court, LLC

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

  Customer Answer

  Date: 09/01/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

  I am unsure why they are so confused as to what it matters if they falsely advertise their office as their office when it is the ups store in Lexington. Of course it matters when I am ignored if I email, text, and can’t even go in person to speak to a secretary like any other apartment I have ever lived in because all my messages and emails are ignored. They want to continue stating that there is also a answering service available when it’s just the rental.org company and last time I called them during another time I was being ignored by the landlord they told me there was nothing they could do but take a message for him the was IGNORED. Much like all my texts and emails. Also I am NOT responsible for any payments until the unit is rented because I was within my LEGAL RIGHT to break my lease due to roaches, a neighbor who was keeping my up all night and first thing in the morning and complained about and was ignored, trash on the property etc. I have proof of all of this. I also have proof of the landlord previously stating he’d allow me out of my lease. they don’t seem to understand that kentucky state law doesn’t only honor landlords but protects renters too and I have more than enough proof I was within my legal right to break my lease. ALSO according to Kentucky state law the landlord must actively attempt to rent the unit once it has been made known the tenant has left and he waited until over a month to let me know where to return the key after I had asked and was ignored until a month later. I continued to be ignored when asking the protocol to move and then after the fact with all my questions and concerns. 
  
  
  
  Sincerely,
  
  
  
  ***** *******