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:02/11/2025

  Type:Order 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.

  Apartment delayed occupancy due to ongoing construction setbacks. 9 weeks and counting waiting on the apartment I was supposed to move into December 14, 2024. New move day has been provided 5 times and then rescinded due to schedule slip. Management rude and uncooperative, unwilling to provide compensation for additional move cost incurred by me, unapologetic, and continuous errors and "accidental" overcharges from them. I have been living out of boxes for 2 months now with still no idea when I will be able to occupy the apartment I signed a lease for.

  Business Response

  Date: 02/12/2025

  Thank you for reaching out to us. We understand your frustration and want to assure you that we take your concerns seriously. Our corporate office was informed on 1/30/2025 about the issues you were experiencing with our onsite staff. Your initial concern regarding the electrical bill for your originally assigned unit was addressed and resolved the same day. Additionally, we connected you with our corporate Lease Compliance Specialist to assist with your unit transfer, explaining that, as this is new construction, some delays were beyond our control. 
  On 2/11/2025, you mentioned needing elevator access for your move on 2/14/2025 to avoid additional moving costs. While we could not provide a definitive date, we offered alternative move-in options. Our goal has always been to find a fair resolution, and the concessions providedincluding waived utility charges and a significant rent discountwere extended as a goodwill effort beyond our usual policies. As outlined in my email from 2/11/2025, we are unable to offer additional financial adjustments. Our Lease Compliance Specialist also informed you on 2/11/2025 that, if all goes as planned, the elevator should be operational by Friday. 
  You have the option to either proceed with your move-in or be released from your lease with a full refund of your security deposit. Please let us know your decision at your earliest convenience, as we have not yet received a response to our previous emails. We appreciate your patience and will continue to provide updates on the units progress.
  
  

  Customer Answer

  Date: 02/12/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22926630
  
  I am rejecting this response because:
  
  That is simply not true. The utility issue of a $600 electric bill accrued by the construction team took 17 days to resolve. I first informed this issue to staff on January 13 and did not reach resolution until January 30.

  I do not agree with the suggestion that Ive had any meaningful rent or other concessions in context of 9 plus weeks living out of boxes in a temporary unit with repeated dates for a move being scheduled and then cancelled.

  My issue is not with onsite staff. The repeated misinformation and mishandling of accounts, lack of communication, and promises that cannot be upheld, are issues within this company that should be resolved to create a more positive experience for future customers.

  Clear, kind, and transparent communication with customers, especially regarding housing, is crucial to success in a real estate company. I do wish to come to a meaningful resolution to this situation, so that I may reside in the unit I signed a contract for.

   

  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/17/2025

  Thank you for your response. We understand your frustration and regret that you feel our resolution is insufficient. However, our original decision remains unchanged, and we will not be offering any additional concessions. We understand that you met with our onsite team yesterday and chose to move your move-in date to next Friday due to concerns about the elevator and the potential snowstorm this weekend. As of today, the elevator is fully operational. If you decide to move in sooner, please let us knowwe would be happy to accommodate.

  Customer Answer

  Date: 02/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. 
  

  While the last message is not entirely accurate, I will be moving forward with the move into my intended unit regardless of rent concessions, because I cannot afford to move elsewhere after paying movers to get here in December.

  I did meet with an onsite manager on Wednesday, who was more helpful than previous staff I have spoken with, and more apologetic and friendly. The elevator was still not working, and they were unsure when the legal issues with the elevator contractor would be sorted out.

  We were 2 days out from my move day, so I chose to extend the move a week to give the apartment workers more time to sort it out. Friday at 12:30 I received a call that the elevator is now working.

  I am still unsatisfied with the way this situation was handled, and was informed there are many residents who were / are in the same position as me with other building delays and are very unsatisfied as well. It is unfortunate this business does not care enough about customer satisfaction.
  
  Regards,
  
  ***** *******
  

  
  

• Initial Complaint

  Date:01/14/2025

  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.

  For the entire year I lived at ****************** apts., I never received a *** bill. I called monthly to no avail; *** said it was a meter mix up with the new build. At Move out, my security deposit was withheld for entire year of bill, including two "fees" charged by Burkentine, as well as an accidental payment to the *** bill through a different email address ( for my new physical address). *** continues to send me bills, so Burkentine HAS NOT PAID THEM. I have repeatedly called and feel as though I am being ignored. Their response at Burkentine? It's been sent to "corporate" where they do not answer the phone. *** has notes on this; however, it has now been sent to collections and my credit score dropped 30 points. I am trying to buy a house.

  Business Response

  Date: 01/20/2025

  Dear BBB Representative,
  
  
  We would like to address the concerns raised by the former resident regarding the charges deducted from her security deposit during her residency at ****************** from June 1, 2023, to May 31, 2024.
  
  
  During her tenancy, the resident did not have an active electric account with PP&L. Upon move-out, her Final Account Statement included deductions for electric service usage, as the account remained active in our name. These charges were valid, as there is no evidence provided that PP&L credited us for the payments made on her behalf.
  
  
  1. On July 10, 2024, the resident inquired about her Final Account Statement, and we explained that electric charges were deducted from her security deposit.
  2. On October 28, 2024, she contacted us again, at which point she was informed to request proof from PP&L showing that we were credited for any payments. She was advised that upon receipt of such proof, we would refund the corresponding amount.
  3. The resident forwarded documentation from PP&L, which we reviewed, but PP&L has not provided confirmation or evidence that we received a credit for the charges. This was communicated to the resident.
  4. In December 2024, the resident informed us that the charges with PP&L had gone to collections and requested a refund to address those charges. However, no documentation has been provided by PP&L to verify that we received any reimbursement for the payments or that she made a payment for the electric service during her tenancy.
  
  
  We remain open to resolving this matter promptly. Should the resident provide definitive proof from PP&L that the bill was paid during her residency, we will revisit her final account statement. Until such documentation is provided, we must consider the charges valid and retain the deductions accordingly.
  
  
  We value transparency and are committed to resolving this matter fairly. Please let us know if additional information is needed.

  Customer Answer

  Date: 01/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22810577
  
  I am rejecting this response because: it makes no sense my account with PPL was paid in full upon my move out date. Burkentine HAS NOT PAID PPL so my so -called non account has been sent to collections!
  
  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/23/2025

  Dear BBB Representative, 
  
  We remain open to resolving this matter promptly. Should the resident provide definitive proof from PP&L that the bill was paid during her residency, we will revisit her final account statement. Until such documentation is provided, we must consider the charges valid and retain the deductions accordingly.
  
  
  Thank you, 

  Customer Answer

  Date: 01/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22810577
  
  I am rejecting this response because: they are not getting the point: i paid this bill at lease end as it was taken from my security deposit in June. *** has NOT been paid; they turned it over to collections. i sent a copy of final check out with electric bill WITHHELD from my security deposit...PPL needs to be paid because they sent MY ACCOUNT to collections!

  I am also to receive two $50 FEES reimbursed to me for charges on my account of which none were of my fault. I also accidentally paid into this account $186.00 (thought it was my current account on 9/10/24), so that also needs to be reimbursed to me since I paid it in June from my security deposit.

  I have contacted the property manager numerous times and they continue the excuse of "oh, it was sent to corporate."

  
  
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/28/2025

  Thank you for your response. Again, we billed you back for the usage in your home that was in our name, and we paid to ***. We have provided our resolution and cannot move forward until proof is provided to us that you have resolved this matter with PPL. Once resolved we will be happy to take a look at your account again. 

  Customer Answer

  Date: 01/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22810577
  
  I am rejecting this response because: ONCE AGAIN< YOU ARE NOT SEEING THE ISSUE
  1) I set up account before moving here from ***** in May 2023
  2) never received a PPL bill during lease...I called every other week the entire year, both to Burkentine and to PPL.... PPL said Burkentine mixed up the electrical box and sent it to #2-106; burkentine said they would resolve it. 2) Upon move out, the manager withheld entire amount due to pay PPL...I called them last week, January 10, and they still have not received payment, so they sent it to collections. 3) As you can see from Move out receipts, I also paid two $50 fees, and the full amount due to PPL was paid in full. In September I accidentally paid my monthly bill on the wrong account, (because it still had not been paid by Burkentine)  decreasing amount you paid (?) to PPL by $186.00, so I expect that to be reimbursed to me as well. You have all of this information as I have sent it to Burkentine properties several times. Please check with ***** Light/ ********* ****** as they took all my calls and emails.

  I need a rwritten eceipt that bill has been paid to PPL ASAP., as well as a letter to *** and collections agency.I also expect my $286. refund ASAP.
  Regards,
  
  ******** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/29/2025

  Thank you for your response. Were happy to work with you directly to confirm your payments with PPL. Our Community Manager will reach out via email and phone to schedule a time for you to visit the office, where we can assist in discussing the account with *** together to find a resolution. Thank you.
  Thanks!

  Customer Answer

  Date: 02/08/2025

  Not sure what is happening but this is FAR from resolved. Because of the failure to pay ***, my credit has been altered and my account sent to collections.

• Initial Complaint

  Date:12/03/2024

  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.

  This business firstly, misrepresented the rental unit with misinformation claiming that no smart meters were on the unit when in fact, multiple are. We clearly stated that we would not rent a unit with them attached to exterior They exploited our long-distance location and inability to inspect the unit first-hand and beforehand. Secondly, mismanagement of the premises is a constant issue whereby gross negligence and harassment perpetrated by anther tenant consistently create a hostile environment with a very poor quality of life to which management is unresponsive and unwilling to remediate. Thirdly, they withhold notification of environmental issues, specifically adjoining apartment damage by flood causing mold health risks. Fourthly, they exploited financially with discriminatory and extortionist fees.

  Business Response

  Date: 12/29/2024

  On January 15, 2024, you inquired about the location of smart electric meters in relation to the unit you were considering renting. A leasing professional asked for clarification, and you informed them you wanted to know whether the meters were on the units exterior walls. The leasing professional investigated and, on January 18, 2024, informed you that the electric meters were located on the opposite side of the building and not on the units exterior walls.
  
  We have received multiple complaints from your household regarding noise, disruptions, and concerns about visitors from the unit above. In response, we have reached out to the upstairs neighbor several times to address these concerns. The neighbor has stated that they are living within normal expectations and have no unauthorized occupants in their home. As part of a routine inspection, the upstairs unit was inspected, and no evidence of unauthorized occupants or extended visitor stays was found. While it has been suggested that other neighbors have experienced similar issues, we have not received any other complaints or reports regarding this matter.
  
  You have also reported that the disturbances occur throughout the day; however, the upstairs neighbor has stated that they are often away from the unit during daytime hours. On October 25, 2024, you expressed concerns about the nature of the noise. We advised that if the situation is perceived as serious or dangerous, you should contact the police and provide a report to assist in addressing the matter further.
  
  Our team has responded to all communications from all lease signers, with records maintained in our CRM system. There have been expressed concerns about health issues related to noise from a neighboring unit and indicated you may need to end your lease early. On October 25, 2024, we provided you with a Reasonable Accommodation form to facilitate a potential early lease termination. However, the completed form was not returned. It was later stated that your doctor required six months to prepare for a move under non-stressful conditions.
  
  On December 3, 2024, you contacted us regarding a payment error that was made and requested a waiver of the late fee. Unfortunately, we were unable to grant this request due to compliance with Fair Housing regulations. Additionally, as part of standard protocol, a 10-day notice of intent to file for non-payment was issued in accordance with state law. You expressed concerns about this process, to which we responded with an explanation of the notices purpose and legal requirements.
  You also referenced a flooding issue and potential fungal growth. These concerns were unrelated to your unit. The issue was due to a sewer backup in a separate apartment, which was promptly addressed by professionals. While the incident affected an adjoining neighbors ceiling, your unit was unaffected, and no disclosure was necessary.
  
  At this time, we will not be waiving the late fee, and we are only offering the release of your lease agreement with a 60 day notice. A release form must be signed to be released. This offer will expire on January 17th, 2025.
  

• Initial Complaint

  Date:11/25/2024

  Type:Order 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.

  This company is discriminatory and uses shady business practices. I moved into this townhome and started receiving emails about noise complaints which was not addressed properly with the property management. Eventually this led to receiving an eviction notice from the company with any investigation proofing I was violation any form of my lease. Months after moving out they send a bill stating I owe about $3400 for an Early termination even though I was forced out of my living space. I will be filing other reports on my end in regards to this company. But I was report filed against them to help protect others from renting at this location with knowing how this corrupt company operates.

  Business Response

  Date: 11/27/2024

  We take noise complaints seriously and strive to maintain a peaceful environment for all residents. Complaints about noise from the unit in question began in August through September, involving loud music both inside the home and from a car outside. After receiving the initial complaint, the Community Manager issued a formal noise violation, but the resident denied any wrongdoing.
  The office continued to receive complaints, including from a neighboring resident who reported that the music was so loud it was shaking their walls and requested to transfer units as a result. Upon investigation, it was confirmed that the resident was using a sound system consistent with the complaints. The resident was advised to cease this disruptive behavior.
  Despite our efforts to resolve the issue, complaints persisted, leaving no choice but to issue a 30-day notice to vacate to protect the comfort and well-being of the surrounding residents. As the resident violated the terms of their lease agreement a termination fee was assessed, which is standard. 
  

• Initial Complaint

  Date:09/19/2024

  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.

  I am writing to address an ongoing issue with the hot water in my apartment at *****************************. Since moving to ** on August 31st, I have experienced significant problems with the hot water supply in my unit. Upon arrival, I discovered there was no hot water, which I initially attributed to the gas not being turned on. However, despite having an appointment with the gas company, it was confirmed that the gas was not the issue. Subsequently, the maintenance team at my complex found that the hot water system had never been activated in my ******* has now been over two weeks since my move, and I have had hot water for only two full days. I have repeatedly contacted the complex and sent numerous emails regarding this issue, yet it remains unresolved. I have also requested a rent discount due to the inconvenience, but my request was denied.According to landlord-tenant laws in ************, providing hot water is a legal requirement for rental properties. The failure to deliver this essential amenity has resulted in substandard living conditions.

  Business Response

  Date: 09/20/2024

  Thank you for bringing this matter to our attention. I would like to provide a detailed timeline of events regarding the hot water issues reported by Ms. Shalis Fowler in unit 2937.
  Timeline of Events:
  9/4: Ms. Fowler reported that she had not had hot water since moving into the unit. Our maintenance team promptly addressed the issue and identified it as a disconnect. They took steps to restore the hot water service.
  9/7: Ms. Fowler submitted another work order, indicating that she had been without hot water since 8 p.m. and expressed concerns about the reliability of the hot water supply. She also referenced Pennsylvania laws regarding essential services and mentioned the possibility of exploring legal options if the issue was not resolved.
  9/8: Ms. Fowler made multiple calls to the office, stating that emergency maintenance was not responding. I spoke with her that morning and, after consulting with Dylan, determined that the issue was not initially classified as an emergency. However, I recognized the importance of addressing her concerns and asked Ron, our maintenance technician, to reset the breaker. I also discussed with Ron that we needed to investigate the issue further to ensure a permanent resolution. Given that I was going on vacation, I instructed him to follow up and confirm the issue was resolved.
  9/9: Ron visited the unit and reset the thermostat. Additionally, GPS inspected the hot water tank and found no issues.
  9/10: As a precautionary measure, we replaced the thermostat to rule out any potential problems with it.
  9/11: We received another call from Ms. Fowler, reporting that there was still no hot water. In response, we decided to replace the entire hot water tank to ensure a definitive solution.
  9/12: Ms. Fowler reported that the hot water was still not maintaining its temperature. Josh, another member of our maintenance team, visited the unit and ran the water for 10 minutes, confirming that it remained hot throughout this time.
  Since replacing the hot water tank, we have not received any further reports of issues from Ms. Fowler. We believe this replacement has effectively resolved the problem and provided a consistent hot water supply.
  We apologize for the inconvenience Ms. Fowler experienced during this time and appreciate her patience as we worked to resolve the issue. Please let us know if any further information is required or if there are additional steps we should take

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: 22310666
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  Regards,
  
  
  
  Shalis Fowler
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 10/02/2024

  I was without hot water for two weeks.. unacceptable  

  Customer Answer

  Date: 10/05/2024

  the company won't discount my rent for miss work or the TWO weeks without hot water

  Business Response

  Date: 10/07/2024

  We sincerely apologize again for the inconvenience this situation has caused. We understand that dealing with maintenance issues in your home can be stressful. As reflected in the timeline provided, while there was an issue with your hot water heater, our team responded promptly to your concerns each time. We also diagnosed and replaced the water heater as quickly as possible. Since this caused a disruption, we previously offered you a monetary gift card, which you declined. However, we'd still like to extend that offer, please let us know if you'd like to proceed, and we can arrange it.

  Customer Answer

  Date: 10/17/2024

  the company won't respond to my calls or emails

• Initial Complaint

  Date:08/22/2024

  Type:Product 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 rented a townhouse from Burkentine ******************* from July 2021- July 2024. I didnt have any major problems with the business until I moved out of the townhouse. Money from my security deposit was withheld by the property management company as unavoidable fees that were not disclosed in the lease. After I gave the required 60 days notice that I would not be renewing my lease for a fourth year, I was advised that the property management company (Burkentine) would be withholding $265.00 from my security deposit for a carpet cleaning fee. This fee was not disclosed in my lease nor was I allowed to perform the service myself to avoid the fee. Additionally, I had a move out walkthrough with a maintenance supervisor for Burkentine on 7/12/2024 and was advised that everything looked good and I shouldnt be charged anything additional for damages as everything that he noticed was wear and tear. Upon the return of my security deposit, I was charged $75.00 for cleaning throughout the house. I had two days left on my lease and a large cache of cleaning supplies. If I had been advised that more cleaning needed to be done to avoid having money withheld from my security deposit, I wouldve cleaned anything that they determined needed to be cleaned. Finally, I was not provided nor credited with the interest earned by my security deposit being placed in an interest bearing account during my third year of tenancy.

  Customer Answer

  Date: 08/29/2024

  Good afternoon. I received a call from Burkentine ******************* on Tuesday afternoon stating that they will be refunding the carpet cleaning and house cleaning fees to me. They also stated that they will not be providing the interest earned by my security deposit because they dont deposit security deposit money into an interest-bearing account until the fourth year that a renter signs a lease and I had only leased from them for three years. This is a different interpretation of the law than I have, however other than informing you of their response to me, I will not push the issue. I would like to keep my complaint open until I receive the refund from them, at which time I will contact you to let you know that the issue has been resolved. Thank you so much for your prompt attention to this matter. It is truly appreciated!

  Customer Answer

  Date: 09/19/2024

  Burkentine ******************* refunded the additional $340 owed to me from my security deposit. They stated that they do not deposit security deposit funds into interest bearing accounts until the fourth year of a renters lease, but otherwise, they refunded what I was owed and I am satisfied with the outcome. 

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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 a new resident to the Terraces at ********************* in **********, **. I initially applied June 1, 2024 with a move in date of June 28, 2024. I worked with **** the property manager who after signing our first lease, notified us that we would need change units. So we signed a new lease. This continued on and over the course of 3 weeks, I signed several new leases (one 48 hours prior to scheduled move in). We received a welcome letter stating that we would receive a free month of rent for July. I emailed back in response to fees owed to which the property manager did not state it was incorrect. On moving day I paid the balance of $590 and she gave me the keys and left. 2 hours later she called me stating that I actually had to pay for July and they dont do free months of rent. After the numerous charges that were added to my account, we overpaid. I spoke with another manager ********* who was supposed to assist me with the necessary paperwork, adjustments, and damages in our unit. After calling and leaving 13 voicemails and multiple messages with the secretary, they have refused to call me back. I sent an email also highlighting all of this and it has not been responded to. I have not be credited the money that is owed and also had to pay another full month of rent when they owe me money, they have not dispatched anyone for the damages to the unit, and are openly ignoring my requests for contact for over 30 days. They are completely negligent

  Customer Answer

  Date: 08/06/2024

  A response was sent today after multiple attempts to reach them (I have left multiple messages on their voicemail) with a response regarding a credit for $100, which as of today at 3:43pm is not yet reflected. 
  

  Im not sure how this makes right sending me a document stating one thing and then following up over a month later to state that the information provided was incorrect. 

  Customer Answer

  Date: 08/07/2024

  This has been resolved with the apartment complex. No further action needed. 

• Initial Complaint

  Date:07/10/2024

  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.

  The issues started in June 4 2024. We came home to insect infestations of millipedes and springtails. I contacted the property manager and the sent over maintenance. The guy came over with no id and no signs of who he worked for. He wanted to spray the house with ortho home defense and told us if we said no then its are problem. Some sprayed in the house. We tried to show him pictures of the bugs and the issues with the door that has gap in it. He didnt want to hear it. Few days later nothing got better it got worse. We are cleaning up hundred and I mean hundreds of millipedes and springtails. I request maintenance again they canceled my request. I request again then they say they completed it and no one has ever showed up. This has been going on for weeks now. I bought out my lease for 3800 dollars because they dont take care of the issues. I contacted the property today and they said we are aware of the insects. I said well it is out of control they are all over my furniture and beds now. They said we dont know it was that bad. .

  Business Response

  Date: 07/16/2024

  We appreciate the opportunity to address the concerns raised by our resident regarding pest issues in their unit. Our team is committed to maintaining a safe and comfortable living environment for all our residents. Below, we have provided detailed information regarding the actions taken to resolve this matter:
  Initial Treatment:
  Date and Time: June 6, 2024, at 10:42 AM
  Actions Taken: Sprayed Home Defense around both the outside and inside of the unit. The resident was instructed to keep pets away from the sprayed areas until they were fully dried. They were also advised to submit another work order on the following Monday if insect issues persisted, as it can take multiple days for the treatment to take full effect. Additionally, it was noted that the gap in the front door is minuscule and unlikely to be a significant entry point for bugs.
  Follow-Up Treatment:
  

  Date: June 18, 2024
  Actions Taken: A second work order was entered, and the unit was sprayed again on this date.
  Environmental Factors:
  The resident's unit is an end unit adjacent to an unfinished piece of land, which can contribute to increased pest activity, especially in new construction areas.
  We have sprayed the exteriors of all townhomes in the affected row. However, the lack of streetlights has necessitated the hardwiring of lights at the front door for safety purposes, which unfortunately attracts bugs.
  Preventative Measures:
  We are in the process of implementing a preventative treatment plan to address this issue more effectively in the future.
  The duplicate work order was inadvertently entered for the same issue, which led to one of them being canceled to avoid redundancy. We hope this clarifies the situation and assures you of our continued efforts to resolve any pest-related concerns promptly.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 07/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21970418
  
  I am rejecting this response because:
  
  I am rejecting this response They have not sprayed anything. I sprayed myself with the stuff they claim to be spraying. Yet there is still a problem. The problem is inside the unit not only outside. that they stated they are worried about spending $450 in an exterminator . The maintenance has not showed up but one time. The problem is on the inside also not only on the outside. They seem to only want the residents to pay rent and not complain about anything.  
  Regards,
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/16/2024

  Here are more photos of the property. My wife works from home and I have a door bell camera that doesnt show anyone coming or spraying anything on the property. As per my last submission they are not taking care of anything. They are waiting to we move out to brush the issue aside 

  Customer Answer

  Date: 07/16/2024

  Here is file I had to compress with all the issues 

  Business Response

  Date: 07/19/2024

  The exterminator will be out to treat the property on Monday July 22,2024.

• Initial Complaint

  Date:07/06/2024

  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.

  I moved into one of ****** ridges new build townhomes owned by Burkentine property management on June 3rd.On June 28th, my husband noticed a little leaking in what ****** calls bonus room where my step son normally sleeps when he comes over. Called maintenance and he thought because it wasnt actively leaking he could wait till Monday to come out. The next morning June 29th my husband again goes downstairs, to get laundry out of washer and dryer located in this room to see f**** and more water on the ground. From the time I called it took maintenance about an hour to come. Within that hour the sewage water completely exploded from my step sons room/laundry room and traveled to my garage where almost all of my belongings had been stored along the walls because the townhomes are tiny. Maintenance said there is absolutely nothing and he would have to call others out. Contacted the leasing office to tell them the situation. After the first maintenance guy left it would be 5 hours before anyone higher would come, so you can only imagine how much sewage has imploded the first floor. I am constantly calling ******* freaking out and none of her 3 bosses were responding because they were on vacation. The plumber stopped the sewage water. They supposedly then cleaned up what was visibly soiled. No one reached out to me. No one from ****** reached out to me. That Monday came and I had to reach out to them. .Monday was July 1st I paid my rent because I was afraid it would ruin my credit l.went down to ********* and demanded she have someone mitigate to prevent mold from developing. ****** said they will not refund my rent, they will not give me a place to stay, they will not help me move any of my belongings, and I need to figure out how to move by July 11th or theyre keeping July rent. Despite restoration having my belongings and stating they most likely wont finish restoration for weeks. I shouldnt have to pay for a property that is inhabitable

  Business Response

  Date: 07/08/2024

  We received an emergency call outside of regular business hours on Saturday, June 28, from ************** reporting a backup in the lower level of her home and requesting maintenance. A member of our maintenance team responded, contacting a subcontractor to investigate the issue. Upon arrival, plumbers identified a clog and successfully cleared the drain. Subsequently, our team arranged for a cleaning company to come out to disinfect and clean the affected area.
  
  
  On Monday, July 1,the team engaged a remediation company to assess and begin necessary repairs, which included removing damaged floors, trim, and drywall. During this time, ************** and her family relocated to a hotel. The home was not deemed uninhabitable by insurance and remediation assessments, hence alternate housing options were not provided.
  
  
  ************** requested a refund of her July rent upon completion of repairs to her unit. Burkentine has agreed to waive any early lease termination penalties. However, ************** remains responsible for rent while occupying the unit and housing her belongings. Additionally, she informed Burkentine that her family would be out of town for vacation from July 5-12 and would return to stay in a nearby hotel from July 13-31.
  
  
  Based on assessments by our remediation experts and contractors, we cannot concede that ************** is exempt from her July rent obligation. We assert our right to promptly address maintenance issues on the property, and according to professional evaluations, the property was not rendered uninhabitable.

  Customer Answer

  Date: 07/08/2024

  
  
   Complaint: 21949188
  
  I am rejecting this response because:
  Letter from *************** showing that the bottom floor is inhabitable. My step son who lives on lower level can not stay there. Insurance company provided funds to stay in hotel because its inhabitable. The washer and dryer cant be used. Restoration is still trying to clean belongings that can be salvaged after sewage water. I paid for a four bed room town home with a garage. Garage nor lower level can be used. The walls and floors are currently ripped up. I can not remove my belongings until restoration returns the belongings that can be salvaged. Therefore I should not be responsible for July rent.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/09/2024

  Due to the nature of a home, and the potential for leaks, plumbing issues etc. our company requires renters' insurance. These issues are not done with malice or intentionality. Our team has responded with reasonable accommodations for the resident to break her lease penalty free should she choose this route. At this time, the tenant has been instructed to work with her renters insurance company from here. 

  
  

  Customer Answer

  Date: 07/09/2024

   Complaint: 21949188
  
  I am rejecting this response because:
  Prior to making the decision to leave ****** I requested being moved to a different unit. ****** ridge refused, expected me to remain a unit that smells like f**** When ****** refused to move me and my family to a different unit. I had to make the hard decision to move. No actions were taken to give us a discounted rent or anything especially being as thou my step son has nowhere to sleep. Nor did they give us anywhere to do our laundry 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/11/2024

  The team had a conversation with this resident on July 2. We advised that we could transfer her to a different unit but at the current time we had nothing available that was vacant and move in ready. ************** noted that she had no intention of staying at ****************** and wanted to move out as soon as possible. When we followed up to advise the resident on a place to store her items while the renovation team was working, she noted again that she wanted to vacate the home. Below is an excerpt from her email message (personal information has been redacted) 
  
  Ok so the mitigation team has come yesterday and removed all the floors and walls on the lower level. A woman in charge of deciding what can be salvaged and taken to there storage facility to be cleaned and sanitized is coming tomorrow. Due to the fact that I am not sure of what can or cannot be salvaged from my processions,  did not get a storage unit yesterday Tuesday July 2nd. I am unable to determine what size storage to obtain. I want to make it clear that due to this horrific event I would like to leave ****************** as fast as humanly possible. When I moved here I used a moving company called xxxxx moving that cost me $xxx to move all of my belongings. I have been here less than a month and the sewage flooding happened. I reached out to my insurance company to provide a means to remove my remaining belongings; however, xxxxx said that my coverage only involves the items on the bottom level directly involved in the flooding. I have a meeting with Junk removal Wednesday July 3rd who will come out to give me a quote on the removal and donation of all my middle and top floor furniture. I want me move out date to be this week. To do that my furniture has to be junked. I am asking that you compensate me for the cost for the junk removal of my belongings or I leave the apartment as it is for you to dispose of at no charge to me. 
  
  Additionally, this resident has advised they would like to vacate the home on Saturday, July 13. However, if they would prefer to transfer to a similar unit, we are happy to help make those arrangements pending current availability.
  

  Customer Answer

  Date: 07/11/2024

   Complaint: 21949188
  

  
  I am rejecting this response because:
  On Monday July 1st I asked ****** to provide me with a new unit. ********* replied that they dont have any available. I received a email today ironically where they found a dog that they are housing at a vacant property. A dog got better treatment than me and my children. I had to constantly reach out to ****** concerning the flooding.  When I talked to ****** on July 1st told me that maintenance sanitized my room so it is fine to stay.  I explained to her that mold could be developing and she said that it couldnt have that fast. I told ********* and ************ refuse to continue to pay roughly $2900 for a place that literally had f**** come out of the ground. I have 4 children two of my children are ages 2 and 3. My step son has ****** and we cant afford to stay in a unit where mold could develop and has had sewage water in it. My step son was having breathing issues and I began to feel ill as well while at the unit after this incident occurred. Never once did ****** offer me a new place to stay. The email I sent was after they said on the phone that they couldnt move me to a new unit and after I felt completely disgusted with how they had treated me.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/11/2024

  That's correct. The team was informed that a resident's dog was found wandering on the property this morning and was picked up by our construction team on the sales side of the community. The animal was placed in a vacant home on **** Dr. in the for-sale homes. If ************** is interested in purchasing a home at ******************, I'd be happy to refer her to the sales team.
  
  We spoke with her on July 2 over the phone and mentioned that we didn't have a vacant home available to transfer to her at that time, but we would be willing to accommodate that in the future. At this point, we have addressed all of her inquiries and provided our responses. We don't have any additional information to offer, and we consider this conversation concluded

  Customer Answer

  Date: 07/11/2024

  
  Complaint: 21949188
  
  I am rejecting this response because:
  I am not interested in purchasing your poorly constructed unit that has flooding after a month. I want the money I gave you for the month of July because it was not fit for me to remain in. Since you dont have anywhere else for me to rent. I had to vacate ******. I should only be responsible for that amount of money if it was fully functioning and acceptable for us all to remain in the dwelling without risk of health issues. Give me back my money and this ordeal can end.
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/11/2024

  Thank you for your response. As noted, the house was assessed as inhabitable, therefore, you will owe your July rent while you hold possession of the home. 
  The onsite team has sent you an agreement if you would like to break your lease early and we will waive the termination fees associated with that. We also agree to refund any prorated days for July once you have vacated, (e.g., If you decide to vacate on Friday, July 12, we will refund the prorated rent from July ***** back to you).
  As previously stated, we have thoroughly discussed this matter and have no additional action or information to provide. 

  Customer Answer

  Date: 07/11/2024

  
  
   Complaint: 21949188
  
  I am rejecting this response because:
  This is the letter from ********* stating what occurred at unit. For that time frame it was inhabitable yet youre still trying to charge me for that. I couldnt turn unit over until my belongings were returned from restoration. You say that you didnt offer another unit because I said I was leaving but then turn around and said you dont have a unit to give me. I just attached photo of the many other units you could have offered but chose not to.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/11/2024

  At this point, there is no further discussion to be had that will be fruitful. All available remedies and solutions have been exhausted and documented in previous correspondence. Leaks and plumbing issues are an unfortunate and sometimes unavoidable reality of home and apartment living, often occurring without intention or malice. Our offer to allow you to terminate your lease without penalty is generous and final. We strongly encourage you to work with your renter's insurance for any further remedies, as it is designed to assist you in these exact situations. No further communications on this thread will be responded

  Customer Answer

  Date: 07/11/2024

  
  
   Complaint: 21949188
  
  I am rejecting this response because:
  What does my renters insurance have to do with the fact that you guys are charging me for the unit. You guys refuse to apologize or take accountability for what has occurred. Release me from my lease agreement is bare minimum. Especially because the unit isnt fit to live in. ***************** will not pay for my moving truck nor storage of my belongings as I e previously stated. I have yet to receive any money from my renters insurance other than $270 for a hotel because I couldnt stay at hotel. I have to pay movers to come Saturday. My money back would really help with paying for storage of my belongings and moving my things 

  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/12/2024

  Here is a letter from restoration relief proving this sewage issue has affected other ****** ridge properties as well. These are new build properties. It is unfair that I being charged for a property that was poorly built. Ive only been at this unit from June 3rd and this occurred June 28th. I paid them when I arrived plus my security deposit June 3rd.  I paid them after this incident occurred on July 1st only because I was afraid theyd put this on my credit. I am paying for a moving company to move my belongings to storage unit even thou restoration has not returned the remainder of my belongings. Im going to have to have restoration deliver my belongings to hotel where I will be staying until I find somewhere to live. The money I paid to ****** for July, I  could really use towards all these expenses. My insurance company has only given me $270 so far towards my hotel from July 1st-6th.Ive been on vacation from July 7th -12th and movers come tomorrow July 13th. We have not stayed there since July 1st and ****** knows this yet wants to charge us. ****** has not offered to move us into any other unit or help us at all. They said they only would waive us leaving. 

  Customer Answer

  Date: 07/15/2024

  ****** is trying to threaten me that if I do not sign this form that they will not return my money or terminate my lease. I vacated the premise and returned there keys.

  Customer Answer

  Date: 07/16/2024

  ****** says they will not allow me to leave lease without releasing them from liability 

  Business Response

  Date: 07/19/2024

  On July 8, ************** indicated her intention to vacate the home at ******************. In response, the team provided a form titled "Lease Termination Agreement and Release." The purpose of this document, once signed by both parties, is to release the resident from their original lease agreement. ****************** lease term was scheduled from June 1, 2024, to November 30, 2024.
  
  
  Signing this document would release ************** from the terms of the lease on the date she requested to vacate, which, according to her correspondence on July 9, 2024, would be July 13, 2024. However, failure to sign the lease termination document and surrender possession of the home would result in a 60-day notice period and an early termination fee amounting to $4,700. Since ************** provided notice of her intent to vacate on July 9, 2024, her 60-day notice period would conclude on September 7, 2024. As her rent was fully paid on July 1, her current balance would include the following charges:
  
  
  - Electric charges for June 1-July 13: $118.97
  - Early Termination Fee: $4,700.00
  - August ***** $2,350.00
  - Prorated rent for September 1-7: $548.33
  Total: $7,717.30
  Minus $500 security deposit paid on April 15, 2024
  Total balance due to Burkentine: $7,217.30
  
  
  Alternatively, if ************** chooses to sign the release form sent on July 9, 2024, she would not owe Burkentine any additional funds and would receive her full security deposit and July ***** rent, sewer, and trash charges. Her only deduction would be the electric charges ($118.97). Breakdown of her refund and payments below: 
  
  
  -Rent refund July ***** ($1,061.29)
  -Short Term Fee July *****  ($158.06)
  -Trash charges July ***** ($12.67)
  -Sewer charges July ***** ($18.82) 
  -Security deposit ($500) 
  -Electric charges for June 1-July 13: $118.97
  Total refund due to **************: $1,631.87

  Customer Answer

  Date: 07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:07/24/2023

  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.

  Dear Better Business Bureau, I am writing to file a complaint against Burkentine Real Estate Group. I am a homeowner who has been experiencing ongoing issues with the flooring in my home. I have been in contact with Burkentine's warranty department for over two years with multiple attempts at fixing our issues to include having our floor torn up for weeks at a time, and I have yet to receive a satisfactory resolution. The flooring in my home is a premium brand that I paid a significant amount of money for. However, the flooring has been cracking, peeling, and cupping in multiple areas. I have pointed out these issues to Burkentine's warranty department on several occasions, but they have been unable to provide a satisfactory explanation for the problems. In their most recent correspondence, Burkentine's warranty department has claimed that the flooring problems are due to prolonged solar exposure and "unprotected" roller chair traffic. However, I respectfully disagree with these assertions and the fact that they will not take ownership. I am extremely frustrated with the lack of resolution that has been completed on this issue. I have been patient and understanding throughout this process, but I have reached my limit. I am now requesting that Burkentine either repair or replace the flooring in my home, at no cost to me. I have attached multiple correspondence that show the ongoing reports and requests for help as well as the repairs that they have attempted. Please let me know if there is anything else that could be provided from our end to assist in this matter.

  Business Response

  Date: 08/10/2023

  ******************, 

  Our warranty supervisor had met with you to go over the recent concern issues with your flooring. As you have stated, attempts have been made to correct your issues in the past. With the same issues arising again with the cupping and cracking we had the installer reach out to the manufacturer for inspection as there may be deficiencies in their product. The latest inspection report was not from the Burkentine warranty department, but from a **** flooring representative who had stated the reasons for the damages that you have mentioned in the previous statement. As I have also sent to you in email, we have recently obtained their report and are reviewing it. Also stated in the email, we may have to have a third-party inspector evaluate the flooring. We are trying to help you with a resolution to the problem. 

  Customer Answer

  Date: 08/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  It has been over two years since we first raised the issue with our home, and despite multiple attempts to rectify the situation, we find ourselves still grappling with the unresolved matter. We believe we have provided ample time and opportunity for the matter to be properly addressed, and we are disappointed that a satisfactory resolution has not been achieved thus far.

  Furthermore, we were under the impression that the inspector who already visited our property was an independent and unbiased professional, tasked with objectively assessing the situation. We have provided evidence in this response to support this understanding, and it is disheartening to learn that this may not have been the case. The integrity of the inspection process is crucial, and any doubts regarding its impartiality only serve to compound our frustration. Your statement that you only recently received the report is contradicted by the fact that we received a copy of the report nearly a month and a half ago, as sent by your team on June 26th, 2023. We have also provided evidence of that as well in this response. This discrepancy raises concerns about the accuracy and transparency of the information provided.

  While we genuinely appreciate the efforts your company has made thus far, we are compelled to seek a final resolution to this matter. Our primary goal is to have our issue effectively resolved so that we can move forward without the burden of this ongoing situation. We believe that a timely and comprehensive solution will not only address our concerns but also reflect positively on your company's commitment to customer satisfaction.

  In light of the aforementioned points, I kindly request that your company revisits the situation with renewed diligence and urgency. Our aim is not to prolong this matter but rather to bring it to a satisfactory conclusion. We genuinely hope that, through continued communication and collaboration, we can finally reach a resolution that is acceptable to both parties.

  Thank you for your understanding and attention to this matter. We look forward to your prompt response and a productive path towards resolving our concerns
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/17/2023

  ******************,

  I am sorry for the time it has taken to correct the flooring issues. We have to thoroughly research the remarks that were provided in the recent report that was performed by the inspector that **** had sent. That report, that was provided to you is on a **** letterhead. I was not familiar with your case and just became recently involved with it. I did just recently request and received that report from the original installer, who was the one who had contacted **** about your issues. My department needs to research what was stated in the report in order to make the best decisions. As I had previously stated, this may include the involvement of a third-party unbiased inspector to resolve this issue. I will be in touch with you with updates as I have them. 

  Thank you for your patience.

  ******************

  Customer Answer

  Date: 08/28/2023

  The issue has not been resolved. There's still reviewing documentation and have not met with me to clear up this issue. I do not consider this resolved. The instructions and the email back to me were not very clear as to how to market if it's an ongoing resolution attempt. But the issue has not been resolved. Please advise

  Business Response

  Date: 09/08/2023

  Hello *** *******,

  I am just following up to confirm that both of our supervisors have been in touch with you over the past few weeks (1 in home, 1 via email) to discuss the next steps of the process, and that we are dealing with the manufacturer directly on this matter to have your issues resolved. Thank you for your patience. 

  Customer Answer

  Date: 09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 

  The company has promised to replace our flooring and make the situation satisfactory.
  
  
  
  Regards,
  
  
  
  ****** *******