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:02/26/2025

  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.

  I pay a monthly rental amount of $775 per month. This property management company is the most unprofessional entity I have ever had the pleasure of dealing with. You can not talk to a real human with this company, you get to talk to ****** the AI robot and he will take a message but you’ll never get a return call. I had ***** ****** email me and tell me “per my lease agreement” I needed to upload renters insurance by Feb 21st. In my lease agreement that I signed it doesn’t include any policy stating I have to have that. So I emailed her back and I still haven’t gotten a response. The email was replied to on Feb 19th. I work 9am to 5:30pm and this company will only respond from 9a to 5p and they will not listen to my requests for them to call me during my 30min lunch break when I have access to my phone. Basically I don’t know how they expect to call them selves a property management company. They don’t manage anything other than getting you into an apartment and then after that… good luck ever speaking to them again. ****** the AI robot will be there to kindly listen to your concerns but no human they pay there does anything with that information. I haven’t had a dryer in over a month and I can’t get a single person to call me during 1p to 1:30p on any day so I can ask to pro rate my rent. I pay for that amenity so I shouldn’t have to if that amenity isn’t available and they aren’t working in a timely manner to fix it.

  Business Response

  Date: 03/13/2025

  Thank you for reaching out and allowing us to address your concerns.
  

  Regarding the renter’s insurance requirement, an automated email was sent to all residents as part of our policy, as insurance is required for move-ins and lease renewals. Your lease renewal notice also outlined this requirement. We apologize for any confusion and are happy to assist with documentation if needed.
  

  For the dryer repair, the initial work order was submitted on February 2, 2025, requesting a 2-day advance notice. The vendor scheduled service for February 5, 2025, and determined multiple parts needed to be ordered. The repair was completed on February 20, 2025.
  On February 21, 2025, another work order was submitted for the dryer not functioning. The vendor scheduled service for February 25, 2025, replaced additional parts, and restored the dryer. However, the issue recurred later that day. A duplicate work order was mistakenly created but did not affect the service timeline. Due to ongoing issues, we expedited a replacement, and a new dryer was installed on February 27, 2025, fully resolving the problem.
  

  We understand scheduling repairs can be challenging, and we strive to accommodate all residents’ time frames, whether through vendors or our office. Our office is open Monday–Friday, 9:00 AM to 5:30 PM, and we work hard to provide timely service across the 1,500+ doors we manage in Kentucky.
  

  We sincerely apologize for any inconvenience and appreciate your understanding. Please let us know if you need further assistance.