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:02/18/2025

  Type:Facilities 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 wasnt informed about their infestation of bed bugs they have been treating the apartment for 4 months prior and every other day for ny apartment, i viewed it. Signed a lease and a hour later returned to bugs all over the apartment. I called the owners they came out they informed me. I asked to return my money because it was only a hour in i have a 6 year old child. Just hot separated from my ex husband and was trying to move forward. Not back. They called a professional out she said that it has to be the entire building and they have to come out in 14 days for another treatment and not to bring anything else in. Tons of live bugs phone calls pics and bug bites all over me and my daughter and its literally embarrassing and disgusting

  Business Response

  Date: 03/06/2025

  This complaint is misinformation, and Inaccurate in nature, and in our opinion a ploy for financial gain. The apartment that this complaint is reference to had been vacant for 3 months, with no evidence of bed bugs nor acknowledgement from previous tenant of any pest activity of any nature, prior to *** ****** viewing and accepting the terms of 30-day lease agreement on February 12th, 2025, at approximately 11:00 am.  *** ****** did not make contact until February 13th Via text message, not phone call at 8:03 am with four pictures, first picture was a screen shot from Walmart online shopping website of canned beg bug spray and beg bug foggers, second was a fuzzy picture of a single bug, third picture was a small plastic cup with bugs, fourth picture was a picture of a single bug in the in the corner of the way midway up it appeared. With the pictures was this text saying "she needed to bomb prior, and she was trying to take care of problem" *** ****** was then informed we do not use bombs but professional grade chemicals only! At 9:31 am February 13th ****** stated that she had gathered information on the internet that treatment would take multiple treatments, and she wanted a refund. At 12:40 pm *** ****** was informed Crews pest control, a local exterminator that specializes in bed bugs, would be onsite within the hour. The apartment was professionally treated, crew's pest control reported seeing no "live bugs" nor shell of bugs and no bugs were present on mattress. All items other than plastic toys were in trash bags when pest control arrived, *** ****** was also given a bed bug cover for her mattress which she refused to utilize.  Crew pest warranties a onetime kill and future treatment is not necessary, but they do return in 14 days to inspect.  All communication with *** ****** has been lost, and she is refusing to comply with pest control at this time. $3450 of personal items were not present in said apartment, and no relevant need for hotel stay. 

  Customer Answer

  Date: 03/11/2025

  I did use the mattress cover. Its clear to see in the pics. I also have live bed bugs and and also live ones after they sprayed. I had also went to Walmart directly after and bought a brand new mattress after signing my lease and decoration to decorate my little apartment. When i returned i was cleaning and found the bed bugs. Its not about money its about replacing the money i lost and my daughters items. And I'm positive i own more things then just “toys” how would they know what was in black trash bags??   And mu daughter is literally standing on the mattress protector! All call logs and messages have the time and date. Ans receipts of all new items of what i purchased the same day I signed my lease. Live bugs in multiple videos on multiple different days and even a plastic Ziplock bag with lived bedbugs. 

  
  

  Business Response

  Date: 03/13/2025

  I would first like to request the picture of the child be removed, as it's an inappropriate picture. Secondly bed bugs don't bite through clothing, I have no way of knowing if indeed those are bites from bed bugs, they also appear to be in the healing stage and not recent. The screen shots are pulled from google and are not accurate to this situation. As stated, in my last response, there was no "infestation and no live bugs present. *** ****** was unable to present one to pest control for examination. The Pest control treated the apartment anyway at my direction. *** ****** has been uncompliant and argumentive from the beginning, has giving multiple false statements. She refused pest control when they returned for inspection, claiming she didn't know they were coming, she herself posted the text messages with this complaint, she stated she was working all day, and didn't know if was going to take all day. The day in Question *** ****** was seen multiple times going in and out of apartment on cameras and also filed a civil lawsuit regarding this matter and is not employed with the Canadian county health department., Like she stated in the text. by failure to comply she has put other tenants at risk and violated the lease.