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:12/28/2022

  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.

  Heinz Lofts holds itself out as a residential apartment complex. Nowhere in their brochure, contracts, website, hall flier and postings, or digital communications and postings does the business advise potential and current residents that the apartment complex and various tenants and employees also rent out rooms through Airbnb and other vacation rental agencies such as Frontdesk. These rental agencies do not require the tenants to submit to the same security, background, and credit check screenings that all other tenants are required to undergo. The rental of units of this type intermixed with long term residents has resulted in extreme noise disturbances, security infringement (fobs and security accesses being provided to multiple vacation guests without background screening, various doors being left open or propped ajar by vacation rental guests because they do not want to use the front door access or find it to be overly inconvenient, smoking in the stairwells, excessive traffic in the visitor parking lot resulting in vehicles parking in emergency access points and loading zones, etc.) When asked about these rentals the management does not respond. When contacted regarding the noise and security issues, management does not accept any responsibility or take any action. The issue is dismissed and residents are advised the only resolution is to call the police. Upon calling the police, residents are advised that unless situations are an emergency or violate city noise ordinances nothing can be done. Furthermore, the management routinely props open the "secure" mailing room, circumventing the secure package facility promised as part of the lease. This allows access by any individual who enters the front doors to have access to resident mail and packages.

  Business Response

  Date: 01/09/2023

  Good morning, apartments are rented to individuals or corporations that pass the screening process, including background checks. Noise disturbances are addressed when received and if/when necessary will partner with law enforcement. Property walks are done to ensure doors are locked and not ajar by staff and the community resource officer. 

  Customer Answer

  Date: 01/09/2023

  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.
  
  The business has not addressed the issue at hand. The complex is renting rooms (listed by employees) as vacation properties, engaging rental management companies to lease units as vacation rentals, and also allowing individuals to lease units as vacation rentals. The people who are renting these units as vacation rentals ARE NOT SCREENED. Many of the units also allow hotel-style guests to bring pets. These pets are not subject to vaccination verification nor DNA tracking for left feces. Residents are apprised of the building security measures and pet health safety standards as part of the lease. Residents ARE NOT advised of the transient nature of many of the rooms at the complex and therefore unable to fully take into consideration the risks or potential lifestyle conflicts that might result and weigh them prior to signing a lease contract. While email responses are sent to noise complaints, the management does not take any action to hold the tenants responsible or resolve the actual situation. There is no resolution chain for addressing the noise or other issues caused by the vacation rentals. The only answer is to call the cops. Which as stated in my original does not resolve the problem as the police are limited in their available actions. 
  
  Regards,
  ********** ******