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:01/29/2025

  Type:Service or Repair 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 am filing a formal complaint against Jalen Management regarding severe heating issues at **********************. As a shareholder (Apartment **), I have experienced chronic heating failures since December 24, 2024, impacting multiple units (*** *** **** **** ****. The buildings boiler malfunctions, cycling irregularly and providing heat for only 5-10 minutes at a time. Temperatures have dropped to *** in some apartments when outside temperatures were ***.Jalen Management, led by owner ***** **********, has been negligent and dismissive. Despite multiple complaints, management has failed to provide effective resolutions or communicate repair updates. On January 24, 2025, *** ********** falsely accused me of causing the inefficiencies whilst families with vulnerable residents like a 21-month-old child with RSV, have been left in freezing conditions. These issues have persisted for over two years, despite promises of resolution.Emails from shareholders reporting no heat have been ignored or met with inadequate responses. Management refuses to acknowledge the systemic problem, despite its impact across multiple units. Their conduct demonstrates gross negligence, unprofessionalism, and a blatant disregard for shareholder welfare.I request the BBB to investigate Jalen Management's practices, evaluate their compliance with NYC housing codes, and review their response time to critical maintenance issues. Their failure to address essential services endangers residents and reflects unacceptably poor management standards.Sincerely,***** **********

  Business Response

  Date: 01/29/2025

  Good afternoon,

   

  This complaint is in the process of being addressed with copies of email correspondence included below. The Superintendent of the property has already inspected the unit and reports that this Shareholder has removed the radiator from her living room, reduced the radiator size in the bedroom and encapsulated the heat riser in the bathroom in some form of sheet rock with applied ceramic tile on top. Any one of which can reduce heat provided to the apartment. In an email that I sent her, I offered to inspect the apartment myself, and the appointment is scheduled for Friday, January 31, 2025 at 10am. I am unclear why this complaint was filed before even allowing me to inspect and how this is dismissive, especially if the Shareholder has caused her own heat issues by her own actions.

   

  Regards,

  *****

   

  **********, *****
  Mon, Jan 27, 9:15?AM (2 days ago)
  
  
  to me, *********************************************************************************************************** ************
  
  
  
  
  
  
  
  
  
  *****:
  
  Thank you for your explanation of thermal physics. However, I must address several inaccuracies in your email.
  
  The radiator in my bedroom, though reduced in size, is a high-capacity model installed by licensed heating professionals. It was selected specifically to provide sufficient heat for the entire apartment, and it performs very well when the heating system operates as it should. The problem is not the radiator but rather the boilers irregular cycling, which disrupts heat distribution throughout the building. Refer to shareholder emails (D14, F10, D9) and specific line pipes (F9-A9, F10-A10) in our buildings
  As for the heat riser in the bathroom, the material used is designed to enhance heat radiation, not trap it. This adjustment has no negative impact on heating and in fact improves heat efficiency in the bathroom. Suggesting that this modification is causing systemic heating issues across multiple units in the building is entirely unfounded.
  Since my recent complaint, for the last two days, the heat has been on most of the time, and my apartment has remained warm even with just the one radiator. This clearly demonstrates that when the boiler functions properly and heat is distributed consistently, my apartment heats adequately. The issue arises only when the boiler cycles irregularly or stops, leaving the apartment cold.
  
  This once again points directly to the boilers operation as the root cause, not my unit or any modifications made within it.
  
  I welcome your inspection and will provide my availability, but I respectfully ask that the focus remain on the actual issue: the boiler and its performance.
  
  Shifting responsibility to individual units will not resolve a building-wide problem that affects multiple residents. 
  
  Best regards,
  *****
  E-9
  
  
  From: ***** ********** <*******************************************************************************************************>
  Sent: Friday, January 24, 2025 10:57 AM
  To: **********, ***** <**********************************>
  Cc: simon80avep <******************************>; ****************************; **************************; ****** ********** <****************************>; **********************************; *****************************; **********************************; ***************************; ****************************; **** ***** <********************************>; ******* ******** <**********************************>; *** ***** <******************************>; ****** ****** <*******************************>
  Subject: [EXTERNAL] Re: Urgent Attention Required: Heating Issues in *****************
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.  Forward suspect email to **************************** as an attachment (Click the More button, then forward as attachment).
   
  Good morning,
  
  I am aware of your heating issues and am told that you caused the inefficiencies in heat in your unit. I am told that you have no radiator in the livingroom, reduced the radiator in the bedroom, and wrapped the heat riser in the bathroom with board and tiles, so that heat from the heat riser is trapped in the "wrap" that you created.
  
  The question is not your temperature readings, but if you in fact altered the heat sources that were available to you, then you must correct the problem that you created.
  
  I resolve this one and for all, I would like to inspect your apartment and am looking for you to provide me your availability for me to inspect.
  
  Regards,
  *****
  
  On Thu, Jan 23, 2025 at 3:39?PM **********, ***** <**********************************> wrote:
  Good afternoon *****,
  
  I hope this message finds you well.
  As of today, the ongoing concerns from shareholders regarding the persistent heating problem appear to have been overlooked. This issue has been present for a considerable period and has not received the attention it urgently requires. Attached, you will find pictures documenting the temperature in my apartment on various dates and times to illustrate the severity of the problem.
  Shareholders have been raising this matter to highlight a critical issue: the boiler is not functioning properly. For example, while working from home today, I noticed that the heat was only active briefly around 6:00 AM this morning, cycling three times for just a few minutes. This is insufficient to heat the apartment adequately, especially when the outside temperature is 28F.
  Our building superintendent has been unable to resolve the problem. It is evident that the boiler requires professional attention, either by adjusting the settings or clearing the valves to ensure consistent and adequate heat distribution to our apartments.
  This is my final attempt to seek action from Management regarding an issue that should not require repeated requests. As paying shareholders, we expect the heating service we are entitled to and for Management to address this matter promptly.
  Furthermore, I urge the Board members to take immediate action with Management, as they have engaged Jalen Management to oversee these responsibilities.
  Thank you for your prompt attention to this matter.
  Best regards,
  Irina E9

  Customer Answer

  Date: 02/02/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** **********