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:07/19/2023

  Type:Billing 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.

  DHM is lying and slandering my name. I left without owing any money I was advised that there would be a walk through on a certain date but conveniently no one showed up! I moved across country due to domestic violence I was not able to be at the next walk thru date. They charged me for everything under the sun things that were normal wear and tear and charged me 1100 for rugs because one was lifted.I was in the apartment for three years. The last 6 plus months of my stay I was promised a working washing machine that I never got and not once was Icredited.in the past I did have some issues with pest so I called section 8 and they requested that an outside pest control come in after the mgmt tried remedies that didn’t work for months. DHM did not respond to section 8 therefore the check was held up. This is while I was in California visiting family so I didn’t realize they weren’t paid. In three years my rent was late 3xs. Twice was due to Section 8. When I came home I got it all rectified.It did take a little time to adjust it and I was sent a check from section 8 but it did affect my rent. DHM is advising anyone who calls for a reference that I was late more then 10 times. And whatever other lies they can make up. This is retaliation for me speaking up about the property manager. This is not there first time discriminating and when I got the apartment I didn’t initially have section 8. It seems like they have a problem with people that get rent vouchers. I have tried to speak with people above the ones at location and was told time and time again they would look into this and nothing has happened. They kept all of my security and charged on more for good measure. I feel like I was treated very unfair. When I asked for receipts to prove these charges they gave me handwritten receipts. And they also lied and said I was given a new washer and dryer. I have correspondence proving otherwise.

  

  Business Response

  Date: 08/16/2023

  To Whom It May Concern: While we regret to hear that Ms. ******'s experience with Van ******* was not very positive, we stand behind our decision to assess certain charges based on the condition of the apartment at the time of move-out. This apartment was not left under normal wear and tear and therefore, charges were assessed accordingly. As for the claims regarding issues with a washer and dryer, Ms. ******'s concerns were addressed timely and new machines were installed in August 2020. Prior to that, the machines in the apartment were new in June 2017. According to our maintenance supervisor, who has over 40 years of experience, we have reason to believe that the machines were being overloaded and lint traps were not sufficiently cleaned. The property addressed her concerns on three separate occasions - 10/22, 11/11 and 12/17/2022. Lastly, pest complaints were addressed timely. Ms. ****** was put on notice for leaving trash throughout the unit and outside the unit door. This may have been the cause of the mice in the apartment. Lease violations were provided on several occasions due to trash being left outside her apartment. In sum, Van ******* does not retaliate against its residents and has sufficient documentation and record to assess Ms. ****** with applicable charges based on the condition of the apartment when she moved out. We hope this response provides some clarity to Ms. ******'s initial complaint. 

• Initial Complaint

  Date:06/07/2023

  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 am filing yet again regarding the business Dawn H**** (******* ***** **********) based in Albany NY. I never received full security deposit from 3/31/2023. Leasing agents by the name of Kimberly Hedges and Samantha Kidder gave me false information and keep personal information on their computer systems. Maintenance did nothing to fix mold, AC unit, and plumbing issues. Laundry machines never worked. There were security issues (no security cameras) loud music, and illegally parked cars. Residents were sharing storage units. Please address concerns to business asap.

  

  Business Response

  Date: 06/26/2023

  Please accept this BBB response in connection with Ms. **** ******** original complaint, filed with the BBB on or around June 7, 2023.

  Ms. ******** apartment was inspected prior to her moving out and was informed of the carpet damages that would be assessed based on the carpet's age. The balance of her deposit was returned to her using the forwarding address she provided. To date, the check in the amount of $403.00 has not been cashed by Ms. ******. A copy of the photos are attached to this response.
  

  Upon review of all work orders called in by Ms. ******, the Property responded timely and made assessments and corrections upon her request. During Ms. ******** residency, the Property received seven (7) work orders related to her apartment - all of which were addressed within 24 hours of her making first contact with the Property's office. Further, none of her calls were related to laundry machine concerns or mold. While we feel sorry that she doesn't believe the Property did nothing to fix the issues, ******* ***** has documentation to the contrary.A copy of our work order log are attached as related to Ms. ******** apartment during her tenancy.
  

  As to the other concerns mentioned by Ms. ******, ******* ***** asserts that its management takes the property security very seriously. It is not required to have cameras on site and, if necessary, works with law enforcement to address illegal matters on site.
  

  We wish Ms. ****** the best in her new home and do not believe that ******* did not proceed in a timely manner with concerns as Ms. ****** asserts in her original complaint.
  

  Thank you,

  ******* ***** Management
  

   

• Initial Complaint

  Date:10/10/2022

  Type:Billing 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.

  On June 30th, 2022 I moved out of my apartment at ******* *** * ** ********* **. My lease ended on June 30th, 2022. On July 5th one months worth of rent was taken out, past my lease. I contacted the leasing agency, they gave me a hard time but returned the rent. Today 10/9/22 I checked my bank accounts and 3 additional months worth of rent has been taken out. I contacted the leasing office and the corporate office again. After speaking to former residents the same event has also occurred to them where they charged rent after moving out. They also had a new tenant moved into my old apartment a few weeks after I moved. They are collecting two rent payments on the same apartment. I have late fees on bills over the last 3 months because of deficient funds in the account from rent being taken out.

  

  Business Response

  Date: 10/24/2022

  Good afternoon. Please accept this response on behalf of ******* *** ** regarding Ms. ********* complaint. Upon review, Ms. ******* did vacate the apartment on June 30, 2022. Ms. ******* was paying rent electronically during her tenure as a resident at ******* *** **. Once it was noticed that Ms. ********* rent continued to be paid after moving out, ******* *** ** and it's representatives immediately prepared a check to refund for three (3) months, totaling $4755.00. It appears that a combination of oversight and resident communication (or lack thereof) caused this inadvertent mix-up. However, ******* *** ** made the correction as soon as it was brought to our attention. A copy of the refund check is attached to this response. It was mailed to the forwarding address provided by Ms. ******* on October 17, 2022.