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:11/07/2022

  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.

  I moved to the nasty greystone at widewater October 1, 2021. Upon moving in the carpet was wet, as if it had been cleaned. After the carpet dried, I could visibly see stains and a black line along the wall, nearly running around the entire bedroom. I opened a flooring request, to have the paint speckle that covers the floor cleaned up and carpet changed. The maintenance supervisor can’t into my apartment and said “IT LOOKS LIKE DIRT, IF YOU GET DOWN THERE AND SCRUB IT, IT’LL PROBABLY COME UP. WE ONLY CHANGE CARPET EVERY 5 YEARS OUT HERE. AND THATS WATER BASED PAINT, IT’LL WIPE UP ALSO. THE OWNER OF THIS PROPERTY LOVES ME BECAUSE I SAVE HIM SO MUCH MONEY.” Mind you, it was the 15th year of the complex being built. If so, and my calculations serve me correctly, 2021 should’ve been ONLY THE THIRD TIME that they’ve changed the carpet in these apartments since this place has been built. That’s just filthy. So after the refusal to change my carpet, I went out and bought a carpet cleaner. While cleaning the carpet I noticed a bug crawling on my dog. It was FLEA. After finding fleas on my dog, I started inquiring on ways to get out of the lease. But no such luck. The apartment was INFESTED WITH FLEAS. Dead fleas were all in the blinds, I felt disgusted. I found a way to get rid of the flea infestation, it took me a couple weeks but I got it done. Unfortunately for me, I renewed this lease and DEMANDED that they take the carpet out. They told me at the leasing office that they couldn’t make any promises but they would come out and look at it to determine what to do about it. Here it is nearly three months later and no one has been out to my apartment to do anything, except stick notes in my door. This is unacceptable behavior for a company as large as Lincoln Properties. I pay nearly $1600/month for a 1 bdrm apartment and I can’t get a 177sqft floor area replaced. This is ridiculous. Just my thoughtful comments on a job not so well done! Sincerely, A VERY UNHAPPY TENANT

  Business Response

  Date: 11/10/2022

  Dear Mr. ******,

  
  We have received and reviewed your recent complaint filed with the BBB. We are disheartened to learn you feel your concerns have not been addressed. Our tenants and the community are extremely important to us, and we would like to get this rectified with you as quickly as possible.

  
  You expressed concerns regarding the condition of your carpet upon moving in. Thank you for providing photos; I can see what looks to be paint speckled throughout the edges. It is true that we replace our carpets every five years, or if there are damages or noticeable stains upon inspection. From what I can see from the photos, the paint speckle most likely occurred during the make-ready process prior to move-in. We can certainly schedule a professional carpet clean at no cost to get this rectified. Please accept our apologies that this was not offered previously. 

  
  If you prefer, one other possibility we could look into would be transferring you into another apartment on-site. Currently, we have some units with vinyl plank flooring throughout, including in the bedrooms. This would eliminate any concerns regarding the condition and age of the carpet.

  
  In regard to your mention of a pest infestation: after reviewing, we cannot find any record of maintenance requests or pest control service tickets from you regarding this incident. It is extremely important we are made aware of any sort of pest control issues so we can address them immediately. A pest control company is on site every week, should any of our residents have any pest control concerns. 

  
  I want to assure you that we take your concerns seriously, and appreciate the opportunity to address them. The leasing team will follow up with you regarding some of the options that were discussed, and although we do offer an early lease termination, we hope to come to a solution that will turn your experience around.

  
  Sincerely,
  
  ****** ******
  Business Manager
  Greystone at Widewaters
  

  
  

  Customer Answer

  Date: 11/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  A carpet clean isn’t going to cut it. The paint spacial is not only on the carpet, it is throughout the entire unit. And if I have to pack this place up to move, it will not be to another greystone apartment. At this point, I just want to get out of this complex altogether. What are the stipulations and how much is this gonna cost me to do an early termination of this lease?
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/11/2022

  Dear Mr. ******.
  
  Thank you for your response. I attempted to reach you by phone so we could further discuss. I do want to come to a solution that we both agree on.   I understand you feel a carpet clean is not a possible resolution for you.  If you would be interested, we can change out the carpet in the bedroom and replace it with vinyl plank flooring. That would remove all carpet in your apartment.  Should we go this route we ask all belongings be removed from your bedroom in order for the work to be complete.
  
  As requested, we do offer a lease break option that would terminate your rent responsibility. We require a 30-day written notice to vacate, a lease break fee of 2 months of rent ($2,890), and signed Lease Buyout Agreement.  Should you give written notice today, 11/11/2022, it would end your rent responsibility on 12/10/2022.  The fee and agreement must be received by 12/10/2022 to fully terminate your lease agreement and rent responsibility.
  
  Please let me know how you wish to proceed. Again, I hope to come to a agreeable solution.  Feel free to contact me directly either by phone ***** ******** or stop by the office during office hours.
  
  Sincerely,
  
  Kailea Mekeel

  Customer Answer

  Date: 11/11/2022

  
  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. I’ll accept the flooring change.
  
  Sincerely,
  
   Travis******