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:05/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  April 16th 20223 my brother had his wallet stolen and asked for new locks & keys. That evening his toilet in his 1 bath apartment back up. He notified the apartment everyday it was not resolved. The toilet continued to back up and over flow. It backed up into the tub/shower. It flooded his carpets. The ****** sent someone to snake the drain but the toilet continued to back up. The Ethan repeated this ineffectual response about 6 times. In the meantime, my 80 year old brother has not been able to shower or use the toilet for nearly 7 weeks. They finally sent someone with a camera who said the drain pipe needed to come out. The ****** removed his washer and dryer last thursday and he remains without a tub or toilet today. This should be criminal. The manager, Heather, finally spoke ith my brother and nephew yesterday and argumentative, disrespectful, and placed her hands very near my nephews face refusing to let him talk.

  Business Response

  Date: 06/15/2023

  We had our guys snake the drain on 3 different occasions.  We had a plumbing company come out and snake the drain another 3 times.  They weren't getting it cleared, so I called a different plumbing company who found the problem.  It was a collapsed line under the flooring.  We tore out the laundry room floor and had the piping replaced.  We then had the floor vendor come out to replace the vinyl in the laundry room.  We had our cleaning company come out to deep clean the bathroom.  We offered the resident to move out of the unit completely he declined and renewed his lease during this time.  We also offered to unlock a vacant unit that he could at least shower and used the restroom in.  He also declined this offer.  We have spoken to the resident numerous times regarding this situation.  The City was called and the complaint has been closed with them as well.  We did have to wait on vendors and their schedules which is why we offered for him to break his lease.  The resident was aware that we were waiting on vendors and the resident was contacted each time to let him know when he was on schedule with said vendors.  This issue has been completely resolved.  

  Customer Answer

  Date: 06/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  * the resident did not reject the offer to use another shower. He was never given the apartment number, a key, or building number.

  *the resident is 80 years old and in poor health. The apartment complex repeated the same action with the same outcome SIX times. That is insanity. Literally. While they tried placate the resident, there is NO response that justifies the ABUSE that happened to this senior citizen. NONE! 

  * I listen to an audio recording of the incident in the office. **** is on the spectrum and is NOT violent in anyway; demeanor or personality. He returned the lack of respect he experienced while trying to get his father a toilet to use that is not covered in poop! I have photos of the tun and toilet. SEVEN weeks. You can justify this anyway that helps resolve your responsibility in your mind but legally, professionally, ethically, and legally the choices of the Ethan's management handled this poorly. The State of Missouri agreed it was elder abuse as did the City of KC. 

  *Do not let this happen to anyone else. The resident out up with this for seven weeks now they are blaming HIM????????????? Gaslighting and manipulation much? Says the professional therapist. 

  There was a breech of contract and the resident deserves compensation. This does not have to be litigious...

  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:05/17/2023

  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.

  Air Conditioner issues at Waterford Square Apartments in Charlotte, NC-- AC does not seem to hold a coolant charge and blows hot air. AC problems have been ongoing for at least 2 years. Current event began with submission of an online maintenance request on April 4, 2023 and several subsequent to that date. No response. On May 5, 2023, I asked one of the maintenance crew to service my AC unit -- had I not asked when I saw them at the building it may not have been addressed that day-- which had the AC cooling again, for a week. It started blowing hot air again on May 13, 2023 at which time I submitted another maintenance request. No service has been provided as yet. It is completely unacceptable that such an ongoing issue cannot be resolved in a timely manner. Calling the office is futile--the leasing agents simply make excuses in an attempt to appease. I asked to speak with and/ or have the property manager contact me to no avail. I was told the office doesn't have much contact with the maintenance staff, which begs the question who is managing operations? I pay my rent. I expect my AC to be repaired in a timely fashion. I do not expect to wait another month to have it done. This has been unduly frustrating -- and yes, it's hot and I am irritated. Attached is a snip of the maintenance request history for review.

  Business Response

  Date: 06/21/2023

  Hello,

  I am terribly sorry for the delay in getting your AC work order completed.  Our records indicate that our maintenance team did complete a repair to your ac unit on 5/5/23 but after receiving your new work order on 5/16/23 we ordered a replacement coil and installed it when it was delivered on 6/6/23.  I completely understand your frustration and will make sure we improve on our communication. Please contact our office or submit a new work order if you are still experiencing any issues.  

   

  Sincerely,

   

  ***** *****

• Initial Complaint

  Date:05/14/2023

  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.

  I live at The ****** Apartment Complex.
  I put a request in the maintenance portal 24 days ago that my washing machine is not working. Oil gets in the wash water and ruined a load of clothes. The washer leaks water on the floor. It smells like gasoline. I am concerned for my safety and health because of the gasoline odor. I have had to take my clothes to the laundromat for the last 24 days and have spent over $100 at the laundromat washing and drying my clothes. While at the same time paying almost $1,000 in rent each month which includes an appliance that does not work. I went into the maintenance portal over the weekend to check on my request and it says that it's been cancelled. I contacted the office the only response I got was a letter saying they are not renewing my lease.

  Business Response

  Date: 05/15/2023

  The work order was closed out resident was given a new washier. The appliances were on back order. They just came in. We also gave resident $100.00 concession. Please see email to Resident. Resident was aware of this, and communication took place, but resident also sent someone to the office to talk for her. Also, the first BBB complaint was from someone who isn't on the lease. By law we can only talk to person on lease. This is taken care of. Thank you 

  Customer Answer

  Date: 05/15/2023

  Dear Sir/Madam at BBB,

  Thank you so much for your help with this. It's amazing how quickly things got accomplished since contacting the BBB. 

  Today ... the 25th day without a washer ... I FINALLY got a washer that works ... almost instantly after I contacted you. I had emailed and called the office a number of times only to be told they had no idea when my washer would be fixed. They never once said the washer was on backorder. They then sent me a letter AND two emails that they were not renewing my lease and that I was to be out of my apartment the last of July. They gave no reason. I have been a great resident ... never missed a rent payment and never have been late. I'm very quiet and take good care of my home.  When I checked in the maintenance portal it showed that all my requests had been cancelled.

  I honestly believe they had no intention of ever getting me a washing machine that worked. I have learned that this is the kind of managers they are at The ******. The property is beautiful, however, I have never seen a property run as poorly as management at The ******. The rudeness and blantantly uncaring attitude of  management is frankly inconceivable.

  Futhermore, I only became aware of the $100 refund in an email from the office today ... after you had contacted them. Also, I have not sent anyone to the office to speak for me ... yet another untruth being told by management. As far as someone leaving a complaint on the BBB other than me that is perfectly ok and at no time did this individual expect or want anyone to talk to her regarding this.

  I am very concerned for the other residents who are being treated so badly at The ******.

  Thank you again ...

  **

   

   

• Initial Complaint

  Date:05/11/2023

  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.

  My almost 68 year old mother lives at ********** Apartments, and her washing machine hasnt been working for almost a month now. She has submitted multiple maintenance requests and tried to speak with the manager, *******, who refuses to take my moms calls. My mom is forced to take all of her laundry to a laundromat which is hard for her physically and also very expensive on her income. She has faithfully paid her rent on time, and is paying for an appliance that doesnt work, in addition to paying to wash her clothes at the laundromat. The only response to moms request to fix the washing machine was a letter left on her door today saying that her lease will not be renewed. The lease isnt up for 2.5 months, and Im sure they expect her to continue to pay her rent and for an appliance that doesnt work. The management needs to repair my mothers washing machine and also reimburse her for the cost of the laundromat. We are checking into any complaints we can file through the state, and are absolutely horrified at the way this company treats people.

  Business Response

  Date: 06/15/2023

  We replaced the washing machine with a new one the next day.  The residents have the option to terminate their lease contract without reason given.  The property also has the same right to non-renew a lease without reason, with 60 days notice given to the resident of said termination of lease. 

  Customer Answer

  Date: 06/19/2023

  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:04/18/2023

  Type:Product 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 was looking for an apartment and came across lakes at lionsgate in Overland Park, KS, They required a $450 deposit to apply that i was told was refundable within 72 hours of my application being approved if i did not want to move forward. I visitied the complex and was not thrilled at all. i asked for a refund and they said it would take upto 30 days for a check to be sent. it has not been 30+ days and ive been given different excuses for when it will show or why it hasnt yet. This is unacceptable and i plan to file a claim with the local courts.

  Business Response

  Date: 04/18/2023

  Managment has spoken to the customer, they were informed check was processed and being mailed out. The information is attached. Customer paid with a checking account not a credit card, so the process takes longer on returns. The customer was informed. 

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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.

  My mother lives in Eagle Rock Apartments which to my understanding is owned by Midwest Diversified Properties. My mother has lived there 2 years and had the same parking spot all two of those years. My mother pays for the spot in her lease. Yesterday when my mother came home from work, a new ***** was in her spot. The ***** said it was now her spot. My mother called the front desk of the leasing office, and asked to speak with apartment manager. The apartment manager refused to communicate with my mother. The leasing agent told my mother that she will be given a new spot that is further from her apartment. My mother does not recall anywhere in her contract where they are able to just change people's assigned spot. It was also poor customer service of them to not even inform my mother of the unauthorized change in said parking spot. I called the office myself today, and again no manager was available to speak with me, allegedly. Eagle Rock is unprofessional and per my mother's contract, they did not give themselves permission to change tenets parking spots without their knowledge.

  Customer Answer

  Date: 01/19/2023

  I would like to inform BBB that my mothers parking spot was been returned to her since I made the complaint.

• Initial Complaint

  Date:10/26/2022

  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 Drain by my apartment leaks all of the water into my basement I have made a maintenance request but they only sent someone to get the water up not resolving the issue. On top of this issue I have had nothing but a bad experience. I think you should look at the reviews for Whispering Lake the office staff do not communicate. This is my ****** review: BEWARE!!!! READ THE REVIEWS!!!! READ THE REVIEWS!!!! If I could give negative stars I would. We all live or have lived here and it is HORRIBLE experience!!! The leasing office is a joke. My calls were answered and any questions were responded to until I became a resident. Once they have you locked into your lease the communication stops. They sent letters telling the residents they were to busy and will respond on their time. And only if they determine your issue requires a callback. No common courtesy to reply to emails if and when the issue is resolved which takes weeks. If you do reach someone by phone be ready for an argument because they are not gonna listen to anything you have to say or try to resolve the issue and ******* the manager says "PERIOD" to prove her point!!! They are supposed to be in an office environment, not the streets. My car has been broken into, and nothing was done regarding more security. No response to email or phone calls again so that's nothing valid for them to respond to you about either. Also, I had water coming into my apartment and they sent someone to get the water up but did not fix the drain issue. So once we get heavy rain it will happen again. As you see in the picture all of the water drains into my basement! If someone wants to discuss it needs to be someone from Diversified Management Properties.

  Business Response

  Date: 11/23/2022

   

   

  ************************** is in receipt of the above-referenced complaint.
  Our maintenance team is available 24 hours a day to assist our residents with their maintenance needs. We offer 24-hour emergency maintenance as well as the option for our residents to submit their maintenance requests online via their resident portals. Our maintenance team does an impeccable job resolving maintenance emergencies in a timely manner as well as all other general maintenance needs.
  On July 15, 2022, July 27, 2022, August 4, 2022, and August 6, 2022, maintenance requests were submitted, and our maintenance team responded as well as contacted ************************ Service on multiple occasions. After receiving the above referenced complaint, our Maintenance Supervisor went to the residents home on October 27, 2022, to inspect. From their observance, they were able identify the cause and we are rectifying the issue as quickly as possible.
  We strive to make everyones experience with us remarkable and we value and treat our residents with the utmost respect.

  Also, a response was sent through ************************** BBB account within the 10 days of the complaint. This is the second response. 

  
  
  Sincerely,
  ************************** Management

• Initial Complaint

  Date:10/20/2022

  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.

  Ive been living at *********************** for 3 years. During those 3 years Ive had massive amounts of plumbing issuesthe apartment flooded last winter when the pipes burst and everyones sewer water filled my home, and before that water leaked from the apartment above me down the wall over my circuit breaker. Back in June 2022, when I was due to either resign my lease or give my 60 day notice, I called the office to ask if there was any way to update my floors since the carpet is beyond steam cleaning since it had flooded multiple times. I had intended to put in my 60 day notice if there was nothing to be done but wanted the convenience of staying put if they could replace the floors.They informed me that while they could not replace the floors, they could transfer me to another unit on sight. I chose the transfer. I signed my new lease at the end of July to move in on August 16th. I paid a $350 holding fee for the unit in case there were any damages to my previous unit so that my previous security deposit could be rolled over to the new unit. Black Forest broke my lease agreement because the unit I was supposed to move into failed inspection multiple times and they were not able to give me a move in date. Over a month later I ended up applying to move somewhere else, because Black Forest wanted me to renew the old lease due to the issues. And even though I shouldnt have been required to put a **************************************************************************************************************** agreed to pay them for the 60 days. Now, Black Forest is refusing to return my $350 holding fee because I havent done my walkthrough yet and this isnt fair. They have a $400 non refundable pet deposit on file for me and a $500 refundable security deposit on file for the old unit already. They have no right to withhold the $350 deposit that wasnt intended for the old apartment anyways. Im so tired of their attitudes when I call so here I am.

  Business Response

  Date: 10/31/2022

  ********************************* submitted her complaint on 10/20 with her issues being resolved the same day.
  
  I called ********* this morning, 10/21 after receiving the complaint and she stated she had emailed BBB to let them know her issues were resolved.

  Customer Answer

  Date: 10/31/2022

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/01/2022

  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.

  I just signed my third lease at ****** *********, a property under Midwest. We moved here during COVID, so for the first summer all of the facilities on the property were closed, understandably. But since COVID this place has been a nightmare. Maintenance tickets sit for weeks. I have had a crack in my bathtub for almost two months and my washing machine has to go through 3-5 drain cycles so my laundry is not sopping wet when it comes out (1 month on that ticket). They replaced our windows last summer and left construction equipment outside of our units for weeks. The paint job on the railings looks like a toddler did it. We get falsely accused of not picking up after our dog when the office knows that there is a couple that live in this building with two dogs over the limit and they do not clean up after them. The women's bathroom at the clubhouse was without a working toilet and a stall had no door. There are machines in the gym that have been broken for months. The smaller pool closer to my unit has been closed for a month (and was closed periodically throughout the summer). The bigger pool was absolutely disgusting with floating hairs and bugs. Pools need daily maintenance with this many people using them. It looked like no one had skimmed it in weeks and the filters weren't being cleaned. Due to inflation and building in the area, our rent went up almost 20%. Again, this is understandable, but when I am paying $1500 a month, I expect to have that level of quality here. The staff in the office are very friendly and just trying to do their jobs. I have no complaint with them. Something has to change here or no one is going to be willing to pay these rent prices for this quality of living.

  Business Response

  Date: 09/20/2022

  First let me say that we do apologize.  Covid did have a tremendous impact on a lot of things, and unfortunately, this did have a major toll on our office and maintenance staff over the past several years.  It has left our property with very minimal employees at times and we have also had issues with getting parts, appliances, flooring and so much more.  
  

  To address these issues, one by one:  1).  Crack in bathtub - this is usually due to the resurfacing materials.  We will have someone come by to check this.  If this is what is wrong, we will have the contractor come out and redo the resurfacing on the tub.  There will be a down time for the usage of the tub, after it is resurfaced.  2) Washing Machine - I will also have someone come by to determine if this is fixable or if we will need to replace.  It may be something that we can fix.  3) When we receive complaints on a particular building with dog feces, we do send general notices to the entire building, especially if we know there are several apartments that have our furry friends.  If we do receive generalized complaints then we do send letters to the direct resident that it involves.  4) the women's restroom - the commode did have some issues, but was fixed.  From what I do know is that getting the correct hardware for the stall door was a delay and an issue.  But that is completed.  5) Machines are broken in the gym.  I am not aware of any machines that are broken down in the gym area.  I have spoke with our Maintenance Supervisor and he will be checking these.  6) The small pool - the chlorinator stopped working and we did put another chlorinator on it.  That did not work.  We did have someone that was checking the pool daily.  This will be something that we will be watching closely.  As with a lot of maintenance items, everything tells you that its one certain thing and you replace that part and it is another part.  We do apologize for any inconvenience, but have continued to work on the problem.  7) The large pool - the pools are monitored daily, they do have to be.  Chemicals, etc., must be checked.  Our pools did receive a lot of use this year and they were cleaned.  
  

  Again, we do apologize for any inconvenience that this has caused you.  We are and will continue to strive to get to each and every maintenance issue that does come up.  Our residents are very important to us.  
  Our industry, not just our property, has suffered with increasing costs, hiring employees and at times, no materials available.  We are hopeful that we can improve on all areas in the weeks to come.  

  I will be in touch this week to follow up with you on the maintenance items.