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:11/30/2022

  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.

  Moved in to a dirty apartment after being told it would be clean. There was trash left out front and a broken fence. Patches left on wall as well as dirty and stained counters in bathroom and kitchen. Trash was left on the balcony, garbage disposal sounds like something is stuck in there. Tub is not level in downstairs bathroom which cause the water to pool and not drain. I was instructed by the property manager that I would have to squeegee the water after every shower until they could get around to fixing it.

  Business Response

  Date: 11/30/2022

  
  As per my conversation with the resident on 11/30/22, she had stated that everything has been resolved except for the trash on the patio at your front and back door,the bathtub in the downstairs bathroom and the fence around the patio area.I did explain that we will have outside contractors come out look at the fence and the bathtub, see what their suggestion is on repairs/replace and then we can get things on schedule to get repaired/replaced.
  
  Listed below is our plan of action currently.
  Our maintenance team will get the front and back patio area cleaned up by the end of the day tomorrow 12/1/22
  Fence- I have reached out to 2 companies, one came by today 11/30/22 and will give a detailed quote on repair/replace, once we receive that , we can get it on schedule to be taken care of. I am waiting on a call back from the other company. We will update you with more details once we receive.
  Bathtub- Our rehab department came out today and looked at the bathtub. His suggestion was to have a contractor to install a heavy foam/concrete like substance under the bathtub which could lift it to drain properly. This would entail, drilling a few holes in the fiberglass tub, filling it with the substance and resurfacing the bathtub once completed. This way would be the easiest, however, they can not guarantee, that this will work permanently. We do have the plumbers on schedule to come out tomorrow morning 12/1/22 to look at the tub and to provide us with their opinion on how to do the repairs. Once, we find out what they would do, we can decide and get it on schedule as well.
  
  I advised the resident to contact me with any questions and that I would be in touch tomorrow after meeting with the contractors.
  

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have been working closely with the regional property manager and there is a plan in place that addresses my issues.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/13/2022

  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.

  I have had many problems with this apartment complex, and it is time an outside agency investigates. At this point they avoid anything to do with my apartment to include maintenance, and it's not right to do this to me and my kids.
  I had complained extensively about my AC unit that doesn't work properly. It was over 80 degrees in my house for well over a month with the AC set to 74. Management just blamed the weather and left it at that, even when the temperatures was under 90 degrees outside. They would even mark my work requests complete without coming out to look at nor fix anything. I spent so much money on the constantly running AC as well as fans for all the rooms.
  There was remodeling done in the apartment next to me, which subjected me and my kids to toxic fumes for 2 days. When I called about it, the office clerk just told me to crack a window. When I asked for a ventilator and why they hadn't used it in the apartment while doing such heavy chemical work, she said they didn't have ventilators and never used them. When I asked to talk to the property manager, she said she was doing conference calls until they left. Even though she said she would call me the next day, she never did. She never responded to my calls nor letters, and have yet to provide me with a list of chemicals that was used which caused adverse health effects in me and my kids. Even with all the fans running and both the doors and windows open, the toxic fumes still overpowered my apartment.
  There are two items that have been a known problem that I reported months ago when I first moved in that they just won't come to fix. Despite my work requests, they won't come to my apartment. Now they refuse to come and fix the plumbing issue in the bathroom. The shower won't drain while the water is running, and me and my kids have to stand in a puddle when showering. My work requests and letters have not been responded to, and I believe they are actively avoiding my apartment.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/19) */
  We try hard to provide our customers with the best service and support possible and apologize that this wasn't the experience. As the Regional Manager of the company, I just became aware of the issues once we received the complaint from the *** on 9/13/22. I have made multiple attempts to reach Ms. ***** to discuss what has taken place and to schedule an appointment to walk her apartment with her, so that we can find a solution to any unresolved issues. I received one email back, stating that she was not interested in talking, that she just wanted to be compensated. After reviewing the work order reports, this has been the outcome.
  A/C issues- resident called in 9 times in the month of June, maintenance responded, they inspected the unit and found that it was working properly. An outside AC company was called out to look at the unit on 6/24, found that it needed some refrigerant, added the refrigerant and stating that the unit was working properly. We also provided her with a window unit in the 2nd bedroom throughout the summer months. Several work orders were listed as duplicate work orders and closed out, since the staff already had a previous work order still open from the day before. With the extreme heat index in the month of June, the unit was working at full capacity, this was verified by maintenance and an HVAC certified outside contractor.
  Fumes-This was from an outside contractor that was resurfacing countertops- We are at fault for not communicating that this work was going to be done. The contractor does use ventilating equipment to push as much of the fumes as possible outdoors, however, the fumes do still travel, and we do advise people to open windows briefly to allow it to escape or to leave the house for a couple of hours until the fumes has subsided. The manager just received the paperwork from the vendor on the list of chemicals that they use and has emailed these documents to the resident (9/14/22).
  Vent in bathroom- There was confusion on the work orders that were submitted by the resident. One work order stated the air vent in the bathroom-maintenance reattached vent on 3/18/22 and one stated exhaust fan vent-maintenance replaced on 9/13/22 online work order created 9/12/22 at 10:06 pm. We should have had better communication with resident, as to which vent, she was referring to.
  Bath faucet- The faucet was in good condition, but the faucet was hard to turn on and off, however, maintenance did end up replacing it on 9/13/22 after resident created the online work order again on 9/12/22 at 10:04 pm.
  
  I feel that we owe Ms. ***** an apology for not communicating with her and not repairing some of the issues in a timely manner. However, we have tried to reach her to address these concerns, and she is unwilling to personally speak with a representative of the company and is not willing to allow us to walk her apartment with her. We have offered to allow her out of her lease.
  
  
  Consumer Response /* (3000, 7, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  UNACCEPTABLE! Not only has this business mistreated me and my kids, but also retaliate against me for speaking out and filing complaints! Not only are they putting me and my kids out, but make us sit in this 81 degree hot box which they simply continue to complete out my work orders for the AC without coming to look at nor fix anything! I've been a paying tenant in these apartments, had to clean it extensively upon move in to include animal poop, they scammed me out of the apartment they showed me and put me in this one that has had one problem after another, it was consistently over 80 degrees in my apartment for over a month with fans running in each room that I had to purchase out of pocket, my electric bill spiked because of the poor quality AC unit that was constantly running, my work orders have been completed out and ignored with nobody coming out to the apartment, my letters and emails and complaints to management were ignored, the supposed regional manager sent an email after the bbb complaint was filed then said I was not willing to work with them even after I sent her emails extensively explaining what has occurred, this same regional manager lied on the bbb response about what was done and discussed with me which more was revealed in the response to bbb than was communicated to me, they exposed me and my kids to toxic fumes being negligent not to use nor provide ventilators, they didn't do maintenance on work orders that were submitted when I first moved in, the entire building is sitting on sewage and they don't want to compensate me for anything! 6 months worth of rent thrown away in this place and now they gonna put me and my kids out...UNBELIEVABLE! This company has also monopolized apartments in the city of Clarksville, yet they don't take care of these apartments nor tenants and reduce the staff to only 2 people that don't make themselves available to the tenants. This company is full of greed and should be held accountable for the actions, behaviors, and negligence of them and their employees.