Complaints

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• Initial Complaint

  Date:11/10/2022

  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 recently moved into an apartment on 10/17/22 that has multiple major issues.
  1. The windows do not properly lock.
  2. The basement is flooding with 8inch cracks in the wall where water pours in.
  3. The apartment is infested with mold. I am getting sick from living here.
  4. The gas stove is extremely hot on the top and isn’t safe to use.
  I have made over 30 attempts to get these issues resolved. I have a log of all of the times and dates I put work orders over the last month and nothing has been actually fixed. They have sent out a man to “work” on it but after 5 visits the windows are still not functioning and nothing has been done about the rest of the safety concerns. This is a hazard to my health and safety.

  Customer Answer

  Date: 11/14/2022

  I had to call ***** out regarding the smell, and dangerous levels of carbon monoxide were detected. They disconnected the gas line to the stove for safety. I have left multiple messages with their answering service, with no return calls or responses.

  Business Response

  Date: 11/17/2022

  Attached are the work orders, all are time date and stamped, we have a 24-hour maintenance line who enters notes for each call, this shows that her calls were answered, the work was immediately scheduled and assigned as they come in, and notes were made each time by the answering service, the time date stamps cannot be altered.  It is unfortunately no different than as a homeowner that the work is scheduled and done by availability of material and contractors and work must be approved by the homeowner who is out of state.  In addition, the home was inspected by 3^rd party city inspectors and passed for occupancy on 9/8/22, a copy of this has been attached, we must be compliant with all city code and safety to pass for occupancy to even occur this means that the unit met all requirements at the time of her move in.  The tenant viewed the property in its original condition and applied and accepted the unit in its original condition.  By Missouri tenant law landlords must respond to the written request for repair (which we have done) and make repairs within a “reasonable” time (which we have done).  This has been met.  Landlord has 14 days from city ordinance violations to make required repairs, there are no open violations for this property, and we have reached out ourselves to have the property reviewed again by the city inspector to resolve the tenant’s constant complaints.

   

  Work order ******

   

  The tenant entered a work order for her window stating it was broken (it was not broken prior to her move in or it wouldn’t have passed inspection) the contractor reported that same day to her unit, the windows are historic so the window had to be removed (boarded up and secured) and taken to ******* ***** to be replaced, the window provider called with the window on 10/25 ready for pick up and it was picked up and installed by the contractor, all windows were secured and locked, she has continued to complain about the function of her windows although they meet the requirements, we notified the out of state property owner that sooner rather than later she may have to replace the windows, due to them being historic this has to be verified with the city code officer what the requirements are for new window replacement.  We have a meeting with him at the property Monday at 1 pm on 11/21/22 as he was out of town and that was his earliest appt.

   

  Work order ******

   

  The tenant entered a work order for the basement leaking (this is not part of her living space or unit, in addition the basement was inspected and passed occupancy inspection on 9/8/22).  The property is over 100 years old, and the basement is mortar.  We also spoke with the inspector about the basement, and he reiterated that it is not city code for the basement to be dry and he is also reviewing the basement with us on our appt with him Monday at 1pm on 11/21/22.  We did get a bid for repair to be prepared to make a repair if needed by city compliance.  We explained to the tenant that this was not a quick process.

   

  Work order ******

   

  The tenant entered a work order for her stove, the contractor confirmed same day that it must be replaced.  We reached out same day the appliance provider to order a new stove, the shipment was coming in on Monday, the stove came on the truck that following Monday, we not only purchased it immediately but paid a third-party contractor to pick it up same day rather than wait for the appliance provider to install because their soonest delivery was the following day.  The tenant was made aware that we had ordered a new stove.  Delivery scheduled with the tenant the same day.

   

  All supporting documents are attached

   

  Professionally,

   

  ****** *****