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:10/20/2024

  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.

  The occupants in the unit above me are consistently smoking tobacco and the odors are filling my unit and it smells bad and my clothing smells from the tobacco. Smoking is prohibited in their lease per section 5.15. I have complained multiple days over the last few weeks by phone and email without any effect. The company has fined the other occupants but they still smoke. I am asking for the smoking to stop.

  Business Response

  Date: 10/22/2024

  We too would like the smoking violations to cease, and are taking all legally allowable actions to achieve that intended result. We do, however, need to maintain confidentiality for the specifics on the offending person and their realized consequences and therefore cannot disclose to the complainant every detail on what is occurring behind the scenes. Nonetheless, actionable steps have been taken in alignment with our standard operating procedures, and escalated with permission of the property owner to increase property inspection frequency and achieve intended result of ceased violation occurrences.

  Customer Answer

  Date: 10/28/2024

   I am rejecting this response because: the tobacco smoking is going. Actions by the company has not resolved this and hiding behind vague procedures doesnt do anything. I will be looking at buying out the contract as an option since nothing has changed.
  
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  When I first came into my brand new apartment there were two paint buckets left in the living room, paint chips all over, my bathroom wasn't done being cleaned, and they completely did not check the walk-in pantry which was stained with cat urine. All that aside I did receive a $400 reimbursement for all of this. I then coordinated with my property manager to get cleaners out for the pantry because it had obvious yellow stains and also reeked of urine. My initial text with my property manager requested $400 with an added note that I'd only accept that amount if they actually got rid of the smell- this is Wednesday, July 24th. She tells me they will be there before Friday. They aren't. Friday comes and she says they are coming today, never came, and I did not receive anything saying that they weren't. The cleaners came Monday without a notification and did not know what they were there to clean. My girlfriend was there at the time because I still had not received any correspondence and so she offered to clean it while I was at work. I leave for work, the cleaners arrive, she talks to them, and they ask her where they need to clean. I get back and most of the stains are gone and it smelled heavily of cleaner. Couple days go by and I noticed it still reeked of cat urine, even more so now, so I'm guessing some product with ammonia was used which amplified the smell. Some time goes by and I am trying to get them to come and do something but also getting fed up. So I bought about $50 worth of material like an enzyme cleaner and a primer of the same color to paint over to block the smell. I have been trying to get more reimbursement for the work and the materials but was told I wouldn't be getting any more. After explaining my case to my property manager over text I was either ignored or told they couldn't help and when I tried to call her, my calls weren't taken. I don't have the time or money to bring this further so I hope this complaint is heard.

  Business Response

  Date: 10/22/2024

  The damages caused by the animals of previous residents can be difficult to navigate, as usually the odors persist many treatment attempts and while aren't noticeable on shorter maintenance visits they do become more apparent as a person lives in the home full-time. Our hope was that the reimbursement amount of $400 to the tenant was a sign of good faith, seeing as how we are no longer able to withhold anything from the previous tenant's deposit to cover the money that the current landlord is now paying to the tenant for their reimbursement request - however that seems not to be the case. In one final effort to rectify the situation, we would be willing to offer the tenant a waived cleaning fee (approx. $250 value) on their security deposit checkout charges after move-out. If they accept this offer they are agreeing that this will be the final request, and that they will not come back after accepting with yet another request for the same issue.

  Customer Answer

  Date: 10/24/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.