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:08/27/2024

  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.

  Rat and mouse problem It’s not properly fixed One of my children Has very bad asthma the roaches and the rats and mice are affecting him. We have an upcoming appointment about the situation with my son’s health provider. They have not hired a proper exterminator to deal with the situation. also, they keep saying that my furnace is fixed and I understand is not winter yet but pretty soon it will be and considering they made very minor attempts to come fix it and then actually write down on file that the job was completed. It’s wrong. and then to trap us with a one year lease, and when I came to look at the apartment, I specifically asked if there were any roaches or rats and the answer they responded to me was if there is it’s our problem not yours then three days later, we encountered rats and mice coming through our kitchen ceiling roaches all over . And in back hallway wall has a big hole in it all over the foundation also has holes n rat entries .rat burrows in the backyard . while paying $1195 I cannot believe that you guys are doing this to people. I’ve read reviews online and not one positive one promising that a washer and dryer also will come with the apartment saying that it’s in progress three months later it’s a closed account like if the job was completed. I still have not seen a washer or dryer either in my apartment like they said they were providing, this can be avoided if they just kept their word true and loyal Property managers.

  Business Response

  Date: 09/12/2024

  In regards to the tenant making the accusations. Was made aware of any know issues with or about the unit. At time of leasing there were no know issues of pest or rodents as the current tenant of the building has not made complaints or had any past issues. Any issues that have come up for this tenant have been addressed in a timely and reasonable fashion. Exterminators have been out to advice our stay on the ongoing process of which is partly caused by the garden area adjacent to the property that we do not own and can be a food source. We have been meeting this issues head on with professional staff and contractors. As for washer and dryer there were some items left by a previous tenant that he quested and we did not remove those items and stated we at Free Will are not responsible for those items. The request for a washer and dryer comes with an additional fee and lease addendum as those items were not part of the original lease.

  Customer Answer

  Date: 09/12/2024

  They have resolved the issues thank you

• Initial Complaint

  Date:05/16/2023

  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.

  As a occupant of a FreeWill property, I signed a one-year lease (May 2022 - May 2023). Towards the end of the lease I was informed by roommate that he would be renewing; however, I had made other arrangements and signed a lease elsewhere. When I contacted FreeWill to confirm that I was not renewing and to verify that I was getting my deposit, they informed me that the lease had already been renewed and I was not entitled to my deposit until all parties vacated. No new lease was signed by myself or any other party; however, due to rent increasing, a new lease legally must be signed anyway. When I tried to contact Nicole (landlord), she told me to submit a specific renewal document to be removed from the lease. When I asked for said document, she went radio silent and ignored my subsequent 4 messages (all on different days and within work hours). She was however in constant communication with my now former roommate. I need to be removed from the lease which was fraudulently renewed and have my deposit returned as a result. That is the only resolution I will accept before pursuing legal action.

  Business Response

  Date: 06/01/2023

  We are checking with the tenant that is staying, the original lease end date was 5/26/23 and we are checking to make sure the tenant who was leaving had paid all of the agreed upon rent prior to moving out or if he owed rent at the time he moved out, we did confirm that he did not do any damage to the unit prior to moving out. 

  Business Response

  Date: 06/06/2023

  Hello, After speaking with ******, the remaining roommate, he did inform the office that ******** did move out before the end of the lease (5/26/23) in April but did not pay his portion for the month of May. The original lease terms for the 2 roommates was 5/1/2022 - 5/26/2023. The money that ****** paid towards Mays rent was the security deposit that he would have paid ******** back but instead had to use towards rent. This was also discussed between the two roommates.  If ******** would like to pay his portion of the May rent then we can issue his security portion back to him. As you can see by the ledger provided we have moved him out of the unit and do not have him listed as a current tenant with us any longer. We also do not need to have a full new lease agreement signed since we have a signed lease renewal. Attached is also the ledger, where you can see that ******** made his last payment towards the rent on 3/31/23 in the amount of $600 that went towards Aprils rent and nothing was paid by him for the months of May or June. If there is a questions about this he would need to take this up with his roommate as it appears he did not pay the last month of his lease payment and his roommate covered it in leu of giving him his security deposit back. 

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I vacated the premise prior to May 1st as I had signed a lease elsewhere beginning April 15th. Due to this, an agreement was made between my former roommate and myself that he would cover the rent for May. The ledgers reflect that agreement. Therefore, the deposit must still be returned to me via FreeWill.This is absurdly unprofessional and blatantly deceptive. Once I have received my deposit, I will close the complaint.Attached are screenshots of acknowledging my vacancy prior to May 1st. Please also see that the ResidentCenter app has not reflected this move-out status, nor the proper lease end date.Regards,******** *****