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:10/15/2024

  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.

  We have an ongoing issue with the practices of the on-site management, including failure to keep the site safe.We have had multiple issues with personal items being stolen on-site by people accessing what are supposed to be secure-entry areas, including bike storage rooms, which were not latching properly. When we confronted the on-site management, we were threatened with eviction and accused of stealing people's property for bringing multiple cut bike locks that their management, maintenance, and security teams all failed to do anything about.We escalated the issue to regional management and corporate leadership, unfortunately they will not do anything about the manager that has been the center of our entire frustrations. They offered to let us break our lease within 90 days, which expires Dec. 9th, but no commitments to improve onsite conditions, no accountability for the manager whose unprofessional behavior warrants being fired, demoted, or at least relocated due to her ongoing behavior - she told another resident 'he hate's me' after seeing me wait to enter an elevator she was on. All of these issues have been reported all the way up to the *** ******, the ** of *********** with Mill Creek. No actions were taken, and it was also advised to me that they would not call the police on houseless persons illegally occupying spaces onsite, which is part of the issue with on-site security. (We have dozens of pictures and videos of what should constitute criminal neglect of their obligations to the safety of their residents.) At this point, we feel our ongoing fight for accountability will result in retaliation, so this is our effort to prevent that.

  Business Response

  Date: 11/08/2024

  We have received notification of this complaint and would like to take the time to address these allegations in an effort to provide clarity of the situation and resolve any underlying concerns or questions. Millcreek Residential and the Modera Morrison Apartments are committed to establishing and maintaining a safe, healthy, and quality environment for tenants and staff. When management becomes aware of a maintenance problem or tenant complaint, every effort is taken to properly investigate and resolve the matter pursuant to state and local laws as well as staff availability and other external factors.
  
  Unfortunately,situations arise that are beyond managements control such as third-party criminal activity and unlawful or unpermitted use of the premises. While management cannot fully prevent these incidences, we take this problem very seriously and are actively working to mitigate and deter the incidences such as: fixing broken or tampered with doors, reinforcing doors and locks,enforcing lease provisions against tenants responsible for criminal activity or other lease violations, increasing security patrol, sending notifications to tenants regarding safety concerns and resolutions as well as reminders regarding proper conduct and reporting complaints.
  
  Management has not neglected their duties, and we apologize for the inconveniences caused by these unfortunate circumstances that are beyond our control. Additionally,management has not retaliated against tenants for making complaints and strongly encourages tenants to communicate any problems or concerns. Management is in compliance with state and local requirements regarding these concerns and has taken every necessary step to prevent criminal activity and remedy damages or negative consequences. We remain dedicated to providing tenants and staff with a safe and healthy community environment and welcome civil discussions with tenants.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22388348
  
  I am rejecting this response because:
   
  

  We have video and photo evidence to the contrary. 
  

  Sincerely,
  ***** ***-******