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:02/10/2025

  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.

  I moved in June of 2020. I moved into an apartment that was only painted, no new carpeting, etc.
  
  I had water leakage in the toilets and also the water heater that took many months for them to find my water bill went from 20 a month clear up to over 200 at one point. I had maintenance come multiple times for the toilets constantly running, not having hot water and low pressure. I even pointed out to maintenance that the toilet was molding even though I DID clean shower. This bathroom was directly behind the water heater area that had leaked for months before they found it. I I found black mold on the walls in the hall closet, where the washer and dryer unit were and in the office area, which I had reported, but since I was moving out we decided to wait until I was out for them to fix the areas.
  
  I had a walk through with ****** who told me make sure holes are patched and apartment was clean. I had 4 others with me they day and we all cleaned, filled holes with putty like I was told. I even vacuumed even though the carpet and the countertops were being replaced with new. The whole apartment was getting painted. I do agree there probably were a few holes maybe 5 in my room that I had forgot about that should have been filled that were missed.
  
  I received a tentative bill from Broadmoor stating I would owe much more, they had to get estimates. I called and spoke with ******. She stated she had "Never seen damage to the Shower like that before!" There was no damage to the shower it was from the mold i had repeatedly told ppl about I had cleaned that shower with Bleach, pink stuff, clorox, magic erasers, gotten a scraper and an electric brush which would not take any of it off. They are now charging me for regrouting the entire shower and extra cleaning $949. and for the 5 holes I did not patch they are charging me $225. $183 for water that is prorated, when i paid over $60 a month for a couple of years and even more while they tried to figure out what was wrong.

  

  Business Response

  Date: 02/19/2025

  As a company, we always strive to return 100% of our residents'
  deposits, understanding that normal wear and tear is to be expected.
  
  However, the apartment referred to in the complaint was not
  returned in the same condition in which it was given in June 2020.  Upon
  inspection, we found holes in the wall that were left unfilled and several
  issues with the guest bathroom shower.  The cost associated with
  repairs  were exact amounts that we paid to outside
  contractors.  Invoices and pictures can be provided.
  
  Repairs included:
  15 large holes which required dry wall patching and painting =
  $225
  Deep cleaning of shower =$325
  Shower tile regrout = $624.90
  
  Per
  our resident lease, which was signed by the resident,
  under “resident’s agreements” - #7 To pay for any and all repairs to the
  PREMISES and COMMUNITY caused by the negligence, intentional act, omission,
  misconduct or misuse by RESIDENT and/or occupants, guests and others claiming
  through or under RESIDENT.  Repair and deep cleaning of the shower were needed to be
  completed due to the lack of care and cleaning that led to deterioration and damage built
  up over the last 4 years.
  
  Our records show that the increase in water usage was credited
  back to the resident at the times of increase.  We feel that
  it is only fair for our expenses for the repairs needed to the apartment be
  paid for by the customer.
  

  Customer Answer

  Date: 04/11/2025

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

  Subject: Response to Move-Out Summary and Concerns
  Thank you for your letter and for outlining the issues concerning my move-out from the apartment. I appreciate the opportunity to clarify some points for a mutual understanding and resolution.
  Lease Terms and Notification: My original lease concluded in June 2024. I was not informed of any transition to a month-to-month agreement nothing was signed past June 2024
  Condition and Maintenance of Apartment: Regarding the apartment's condition, it is pertinent to note that the carpeting was old when I moved in, and no new carpeting or painting was provided. I was even informed that I could modify the apartment's flooring if I chose to do so. These conditions set a precedent for the apartment’s standards upon my entry.
  Pet Documentation and Carpeting Concerns: I have always been transparent about owning multiple cats, which was acknowledged at the beginning of my tenancy. The state of the carpeting upon my move-in would make it difficult to attribute any specific damage directly to my tenancy.
  Moisture and Mold Issues: I repeatedly reported concerns related to water heater issues, which significantly impacted the bathroom's condition adjacent to it. These problems persisted until substantial repairs were finally undertaken after considerable damage had occurred. This long-term moisture problem likely contributed to the conditions you described upon my departure. I reported the toilet molding to the maintenance guy that showed up that day to find out for like the 3rd time why my water pressure was bad. All my maintenance issues were reported.
  Cleaning Efforts and Regrouting: The bathroom and particularly the shower were maintained regularly with various high-strength cleaning products to manage soap scum and stains effectively. The decision to regrout post my tenancy raises questions, as regular maintenance such as regrouting, especially in older units, is generally considered normal wear and tear.
  I trust these clarifications help provide context to the issues raised. I am keen to resolve this matter amicably and would appreciate any constructive steps towards this end. Please let me know how you wish to proceed.
  I am willing to write a check for $300 and be done with this.
  Respectfully,

  
  
  
  ***** ******