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:07/03/2025

  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.

  My apartment has flooded 5 times since moving in, bedroom carpet and pad and living room floor should be replaced due to water damage. Leak and mold on bathroom ceiling recently painted over with Kilz instead of investigating if further mold damage present on other side of drywall. Talked to office manager, Rana, who said she would investigate issue and call me back but I have not heard from her.

  Business Response

  Date: 07/11/2025

  Hello,

  I appreciate the opportunity to respond to the concerns raised by the resident of Unit 6102.

  Since the residents move-in, we acknowledge that the apartment has unfortunately experienced multiple water intrusion events due to unusually heavy rains. Each time a leak was reported, we acted promptly. Our vendor, **** Carpet, was dispatched immediately to perform water remediation, and based on their professional assessment, the carpet did not require replacement at that time.

  
  That said, we understand the residents concern about the repeated water exposure. In response, we have reassured the resident that she will not be held liable for any damage to the carpet or flooring caused by these incidents. Furthermore, we have arranged for **** Carpet to return and reassess the current condition. If at that time they determine the carpet requires replacement, we will proceed with it. If not, we will still provide a complimentary full carpet cleaning as a goodwill gesture.
  Regarding the issue with the bathroom ceiling, we want to clarify that our certified maintenance supervisor, who holds a mold certification, treated the affected area and applied Kilz to seal and prevent further visible staining. However, to ensure that there is no hidden damage or further mold growth behind the drywall, we have already committed to cutting out the area for a full inspection. Once this is complete, we will make all necessary repairs and repaint the area properly.

  
  Additionally, I, as the property manager, have personally spoken with the resident on two separate occasions to discuss these concerns and next steps. I have taken direct responsibility to ensure her issues are being addressed.
  We are committed to resolving this matter thoroughly and professionally. We understand the frustration that can come with repeated maintenance concerns, and we are making every effort to ensure the apartment is fully restored and comfortable for the resident.

  
  Thank you for the opportunity to address and clarify this situation. If any further questions or concerns need to be addressed, please reach out to me.

• Initial Complaint

  Date:04/24/2025

  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.

  I have lived in these apartments for two years. Last year, I lost my job unexpectedly and was a little late on some rent payments. But I aways paid them, and paid the late fees too. Just yesterday, I got a notice on my door (it had the wrong name on it--an office error) that my lease was not going to be renewed. I called the office and she asked if I had read my lease and then proceeded to read the part about late payments. I got no other warnings from them during the time I was unemployed. I am up to date on my rent and have been since I found a new job, since December. I would like to stay here and not really in the mindset to move with everything being so expensive.

  Business Response

  Date: 05/20/2025

  BBB Response to Complaint by Sutara Page
  
  To Whom It May Concern,

  
  We appreciate the opportunity to respond to the complaint filed by Sutara Page regarding the non-renewal of their lease at The Reserve at Mid Rivers.
  Sutara was given a formal notice of non-renewal on April 23rd, 2025, in accordance with Missouri landlord-tenant laws and the terms outlined in their lease agreement, this decision was made after careful review of their payment history, which showed a pattern of repeated late rental payments and NSFs over the course of the lease term.

  
  As a housing provider, we strive to maintain a consistent and fair standard across all residents. Timely payment of rent is a basic and essential term of the lease agreement which was signed upon move in, and repeated late payments create disruptions that affect the operations and overall financial stability of the property.

  
  Please note:
  Sutara Page was not evicted and is permitted to stay through the end of their current lease term, which ends on July 11th,2025.
  The notice was issued with proper legal notice,allowing adequate time to secure alternate housing.
  There has been a total of 12 late payments and 9 NSF payments on record for Sutara Page.
  We understand that receiving a non-renewal notice can be disappointing. However, this is a standard business decision based on the residents rental history and adherence to lease obligations. We are committed to treating all residents fairly and respectfully and have done so in this case.

  
  If any further information is needed, we are happy to provide supporting documentation of the residents payment history and communication records including multiple late notices and NSF payment notices.

  
  Sincerely,
  **** *****
  The Reserve at Mid Rivers - Property Manager
  **********************************************

  
  

  Customer Answer

  Date: 05/21/2025

  As a tenant living there for 2 years it would have been great for the leasing office to just give a friendly reminder that if u are late so many times that it can result in non renewal of lease I told the property manager that u are the 5 property manager that we have had and nobody sent/ said anythingyes it maybe stated in the lease but its not black n whitewhen I inform the manager that I had some hardship because I lost my job unexpectedly there was zero compassion behind it she came off very insensitive likeoh well times are hard and people go through things they shouldnt have to be force to move out of somewhere there comfortable. Furthermore when u submit the rent it take them 3-5 days to pull the money out of your account so most of those nsf fees was because my account was short of a ***** or 5 cents which is also ridiculous