Complaints

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• Initial Complaint

  Date:04/11/2023

  Type:Order 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.

  Upon paying our deposit with Lost Tree Apartments we were declined a showing because of tenants still living in the unit. At the time we were looking for a new home quickly that accepted 3 dogs, so reluctantly we paid the deposit. There was little to no communication from the managers at Lost Tree about move in or any other expenses that we would later be charged with. About a week before our move in, they called to let us know we would not be moving in on the date that was previously written on our lease because of damage to the flooring that needed to be addressed. A week later I was told to be there for my move in "meeting", While sitting in the office I was told that before they would move me in I needed to pay the first months rent. I asked ***** if i needed to pay this before they take me over to do the walkthrough, she said YES! So again I payed the amount due and we went to the apartment together. The apartment was in terrible condition, more loose spots in the floor, pieces of trim and what not missing, but worst of all the place reeked of smoke and cat feces. The ammonia smell was so bad it was making me physically ill. Even the manager **** pointed out the awful smell. They blamed the new concrete that was poured in the floor. Now they are refusing to let us out of our lease without paying over $1200 for an apartment we never even moved into. The apartment was not ready to be moved into upon signing my lease which is a breach in contract on their part.

  Business Response

  Date: 04/25/2023

  Lost Tree Apartments’ leasing practices are to offer
  reservation agreements once an applicant(s) has been approved via our
  application screening process. The reservation agreement lists the preferences
  of the applicant: floorplan, rent rate, and move in time frame. Once a
  reservation fee is paid and a reservation agreement is completed by the applicant(s),
  Lost Tree Apartments will hold the specified unit that meets the specifications
  detailed on the agreement so that no other applicants can lease the apartment while
  the lease is being drafted and pending completion. This reservation process is
  also used to reserve an apartment that may not be available yet. It functions
  similar to a waitlist.
  If an apartment becomes available and meets all of the preferences
  listed in the reservation agreement, the applicant agrees to complete a lease
  agreement or forfeit the reservation fee. Once a lease has been fully executed
  for an available unit, all terms of the lease are applicable.
  It is common practice to offer this to applicants as it
  creates the opportunity for prospective residents to lease an apartment well in
  advance of when they will need to move in. It is a benefit to the applicant as
  they can plan ahead, and it also benefits Lost Tree Apartments because it minimizes
  vacancy for the property. Because apartments are leased before the former
  resident has vacated the premises, the future resident is unable to tour the
  specific apartment they may end up leasing because it is still occupied. It is
  not in our practice to tour occupied apartments as we want to protect the
  privacy of our residents.
  If a resident chooses not to take possession of an
  apartment, it is Lost Tree Apartments’ practices to offer an early termination
  of the lease agreement rather than requiring the fulfillment of the full lease
  term and all costs associated with the full term of the lease agreement. This reduces
  costs to the resident who has chosen not to honor the lease agreement, and it
  allows Lost Tree Apartments to lease the apartment to another party without receiving
  double rent on the same apartment for any period of time.
  If unforeseen repairs are required at the time of lease
  commencement, Lost Tree Apartments addresses those work orders with high priority
  status to alleviate any prolonged inconvenience or displacement to the
  resident. If repairs are required that displace the resident, Lost Tree
  Apartments will assess any rent charges that accrued during the period of
  displacement and while the repairs are being performed and credit back an
  amount relative to the period of displacement and level of convenience. If a
  repair cannot be resolved, and the apartment will not be habitable for a
  substantial amount of time, Lost Tree Apartments will let the resident out of
  the apartment free of penalty.
  If there are any odors identified at the time of move in, it
  is Lost Tree Apartments’ practice to treat the apartment for odor removal
  through additional cleaning, ozone remediation, and microbial cleaning
  solutions. In very severe cases, flooring replacements may be required.
  In the case of ****** *******, an odor was identified during
  the move in inspection. The property staff took note of the issue and informed
  the resident that they would get it resolved. ****** ******* chose not to move
  in until the issue was resolved. During the inspection and in follow up
  conversation, ****** ******* and her party stated the apartment was not what
  they had in mind.
  Lost Tree Apartments remediated the odor and requested ****** ******* verify its removal was satisfactory. A concession for the period of
  time that the apartment was leased but not occupied was offered and declined. Lauren
  ******* and her party also declined to verify if the odor was fully removed and
  has not returned to the leased premises since the needed repair was identified.
  Though the odor had been eliminated, ****** ******* and her party refused to
  occupy the apartment stating it was not what they had in mind suggesting that
  they were backing out due to personal preference and not because of an
  unresolved maintenance issue as suggested in the complaint. Had ****** *******
  or a member of her party followed up to verify the repair to the apartment was
  not up to their satisfaction, Lost Tree Apartments would have been open to
  reviewing additional options to rectify the situation.
  All repairs have been completed and concessions have been
  offered to accommodate any inconvenience that was experienced by ****** *******
  and her party. The basis for not occupying the apartment is beyond the need for
  repair or maintenance and is not supported by the signed lease agreement. It is
  with regret that Lost Tree Apartments must decline the request to null and void
  the contractual agreement between ****** ******* and her party. 

  Customer Answer

  Date: 04/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Lost tree apartments never reached out to rectify anything. We have not received a call or message from Lost Tree Apartments since the original complaints. At this point we are willing to take the loss and drag Lost Tree Apartments name through the mud. I will be sure everyone I know, everyone I come into contact with will know the business name and will know about the shady front desk people. *******, ***** and **** should all be fired. I’ve heard from many people who live at Lost Tree and all have said they do a terrible job at managing the business. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******