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:08/27/2023

  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 (and my 2 roommates) moved out of the lodges on 4/30/2023. I had my inspection, which went well, on 5/01/2023. On that day we were told our security deposit would be mailed within 30 days (as per Missouri tenant laws). After 30 days we had not received the deposit and reached out to which told us to wait a little longer, and reach out again if it did not come. We called again when it didn’t come and they said it must have been a mailing issue and they would reissue another check that would come by mail. Around the end of June we reached back out again as we still had not received the first or second check (we verified our new address several times) to which they said it was shown sent out on 6/19/2023 and for us to wait a little longer. After it yet again didn’t show up we tried calling the office NUMEROUS times (at least 6 or more times) but we’re told only the office manager could help us but she was sick, had family emergencies, etc. Each time they wrote down our number and said they would request it be fixed and she would reach out, to which she never did. Finally on August 14th we got ahold of her to which she said she “would look into it and give us an answer.”- she yet again NEVER responded. We went in at the beginning of last week and reiterated that it had been FOUR months since we moved out and would like the check ASAP- to which she stated it came from a third party and there was nothing she could do. We had also been told several times that they would re-enter the request to get our check, but another person we talked to after that said there were in fact no new requests and one needed to be put in. At this point, it’s been four months, there’s been NO communication, and I just want my security deposit back. Everytime we try to reach out they’re either unavailable due to some excuse or they tell us there’s nothing they can do but wait. If this isn’t resolved soon I will be seeking legal action.

  Business Response

  Date: 09/11/2023

  In response to the received complaint: Hailey Hudson was a past tenant at The Lodges at Rolla however, she never paid a security deposit.She is stating that she did not receive her security deposit back however she had not paid a security deposit to be refunded. The security deposit that was paid in her past unit was paid by a roommate. Once it was brought to my attention that he did not receive his deposit through the mail, the proper steps were taken to insure that the check was reissued and  mailed, this information was communicated. I did let the past tenant know that the checks do not come from my office but an outside office and that it was a process to re-issue an additional check. From my desk I was able to aid in the process of getting a new check reissued however, after all attemps to communicate through, calls, voicemails, text and emails, I was unable to reach the past tenant to let him know the check was in my office awaiting pick up. Just today he showed up to collect his check after seeing my last attempted email and he stated he no longer had that phone number which is why I was unable to reach him. 

  I have all documents showing the entrance of the return and the date it was mailed to the address that was provided by the past tenant, along with the replacement check information. I also have proof of the rejected text through our Appfolio system and the emails that were received but not responded to. 

  I hope this helps in resolving this matter. 

• Initial Complaint

  Date:08/30/2022

  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 have lived here for almost 5 years and I want to move I'm disabled and have every receipt since 2017 and when I look one day I supposedly owe **** then the next day I supposedly owe **** they are playing with the books this place is not worth what they are charging!!!! I have Mold in one of the closets and they sent their guys who aren't licensed to deal with mold and all they did was cut out a small portion of the closet wiped it down and put a fan on it. I know there is still mold. You would think what their charging they would have perfetionals come to fix the problem but NO Don't rent from these people all they care about is the money not the people who rents their property. Beware

  Business Response

  Date: 09/29/2022

  Hello,

   

  I am responding to the complaint filed by ************************* who lived in unit 1851-#*** here at The Lodges at Rolla.

  The accusations are incorrect. The charges on the account are for past due rent and late fees that have accumulated due to past due charges. the ****** have been behind for over 2 years and  every attempt to help them get caught up to avoid eviction has not been successful.

   

  The damage mentioned in the complaint received is in regard to a busted frozen pipe that Mr. ****** used one the outside of his apartment during winter months. Although we ask tenants not to use water access on the exterior of their buildings during the winter to avoid this problem exactly, Mr. ***********;still used it. The leak was repaired and the dry wall was cut out and cleaned with the appropriate solutions to prevent any mold. It was then replaced and re-mudded, and re-painted, put back to original conditions. There were no complaints form them after the repairs had been made which was several months before this complaint to the BBB. 

   

  The ****** have since abandoned their apartment and left several damages throughout the unit. The damages include but are not limited to carpet replacement through the entirety of the unit, blind replacements throughout, screen replacements throughout, closet door and interior door replacements throughout, trash removal and a terrible level of uncleanliness. On the exterior of the unit the grass is completely dead due to having dogs tied to the grounds which is against our pet policies. 

  Please let me know if this response helps clear um any and all inaccurate information provided by the ******.