Complaints

This profile includes complaints for Brookside Properties, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brookside Properties, Inc.

  2002 Richard Jones Road Suite C-200 Nashville, TN 37215

• 

  The Ridge at Chenal Valley

  5400 Chenonceau Blvd, Prop Management Office Little Rock, AR 72223-4721

• 

  The Everly

  2501 Riverfront Drive Little Rock, AR 72202

• 

  The Ridge at Chenal Valley

  5400 Chenonceau Blvd, Prop Management Office Little Rock, AR 72223-4721

• 

  The Everly

  2501 Riverfront Drive Little Rock, AR 72202

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:09/29/2024

  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.

  Upon moving into the unit I'm currently residing in I found that it wasn't move-in ready. The first day I moved in I saw roaches, all of the vents were dirty, closet doors were broken, and the closet with the water heater was filled with dust. There are many other issues such as the stove missing drip pans, no panel under the dishwasher, the blinds in the living room broken, and the ceiling fan missing pieces. The outside of the unit is very dirty and there's only one trash compactor for this complex. I reached out to the leasing office many times regarding my issue but the only thing that's been resolved is the drip pans on the stove. I've been here for 30 days, and literally nothing has been done. I was told I couldn't void my lease but I could transfer once I paid September's rent. I paid and now I'm being told I can't transfer until I pay Octobers rent. This entire experience has been a nightmare.

  Business Response

  Date: 09/30/2024

  On August 31st of this year, the resident moved
  into an apartment that was fully cleaned, inspected by staff and had brand new carpet.
  On September 27th  the resident
  entered the office cursing and screaming- later had to be removed physically
  from the office. The community manager attempted to meet with the resident in
  the community business center and the resident yelled derogatory names at the
  manager and shoved a maintenance technician. The local police had to be called.
  The resident was offered to be let out of the lease. The resident has refused
  pest control services and had not communicated any apartment issues to the office
  or using the resident portal until Sept 27th. The resident called
  the office on Saturday and was texted back by the office team. The resident
  inquired about an apartment transfer which was denied. Texting with the office
  team today, the resident was made aware of scheduled maintenance for this coming
  Wednesday, October 2nd. The resident has texted an apology to the
  community manager.

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22355098
  
  
  
  I am rejecting this response because:

  I reached out and spoke to Alexis on Sept. 3rd, 2024 informing her of the apartment's conditions. I asked if I could void my lease due to being uncomfortable with my unit and was told I had to wait until she spoke to her manager. After a week or so I reached back out to Alexis and was informed that I couldn't void my lease, but I could transfer once I paid September’s rent. We agreed on moving on Sept. 20th. This gave them time to fix up the unit, we agreed that I would view the unit and if satisfied I would pay my rent; However, when I went to view the unit I was told it wasn't ready due to issues with the carpet. When asked to speak to the leasing manager, I was told she couldn't speak (even though she was in the office) because she was leaving for her son's surgery. I was reluctant to pay my rent but still did because I signed a lease. On Sept. 27th I reached back out to the office and was told I couldn't transfer to the new unit until I paid October’s rent. I'll admit I was frustrated when I walked into the office but it wasn't to the point of needing to be removed. The leasing manager came down and I asked her not to put her hands in my face. I felt no compassion from her as she turned and walked away telling me she wasn't going to deal with this. I wasn't physically removed from the office; I waited outside for the police to arrive and apologized because I never wanted things to get out of hand. I only wanted the things done in my apartment that should've been done when I first moved in. 
  Additionally, I have proof that I was allowed to get transferred until I was “banned” from the office. This now feels like a retaliation. 
  
  
  
  
  
  Sincerely,
  
  
  
  Brittany Gidron

  Customer Answer

  Date: 10/01/2024

  I wanted to send the entire conversation from the leasing office. I did not deny any services from OPC, I didn't want to set bombs off again bc I had already done so. I reached out to the office numerous times regarding issues in my home. Even bought pest repellents. I didn't place my hands on anyone- the maintenance man and my partner had a conversation about him stepping in the middle because he didn't want me getting in trouble over “something stupid.” Additionally, regarding the derogatory remarks- I'm not proud, but I was emotional, and the leasing manager showed that she blatantly did not care by yelling & walking away from a tenant who needed her. This experience has been a nightmare. If they are willing to refund me my money, I'm willing to vacate the unit. No one is comfortable in this situation especially not my children. This isn't how living should be. 

• Initial Complaint

  Date:09/13/2024

  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 is the THIRD time I am having to report this problem. No one will respond otherwise. This is absolutely INSANE! My apartment is full of mold! My property is in the trash! My family is SICK!! The floor is peeling up, the ceiling is cracking and bubbling, there is BLACK MOLD in my kids bathroom! Rotek did in fact come out. He adjusted the thermostat, said the doors in front of our air duct were not up to code and to order new ones and he would be back within the week to actually treat the problem. Never heard from them again. Nor was my window ever fixed. I have been reporting my window since we moved in. We cannot sleep in our room because the window has no seal, no lock, and can be easily pushed in from outside. Meanwhile even with the dehumidifier the office put in, we are still full of mold with up to 71% humidity in our home. I have been trying to get this solved for MONTHS. Sticking a new filter in and turning on a fan isnt fixing the WATER LEAKS THAT ARE OBVIOUS!!! We expect to be compensated for our belongings lost and damage done. This is absolutely outrageous.

  Business Response

  Date: 09/18/2024

  When the resident reached out about moisture, the community manager immediately went to check it out. Rotec came to the property and found settings on the **** to be the culprit and fixed it. The community manager followed up with the resident on a recorded call and the resident confirmed it was better & resolved. The community manager was unaware the problems persisted.
  Maintenance went in yesterday, cut out the ceiling where the spot was. They found a loose lock nut on the tub drain & repaired it. It is drying and Competitive Edge is schedule to complete the drywall on Tuesday 09/******** doctor will be out to replace thee window this Friday 09/20.

• Initial Complaint

  Date:09/10/2024

  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.

  On may 23rd I went to *********** flats to look at a home they told me that had a apartment that was going to me available as soon as the tenets move out due to Eviction, they stayed they could hold the apartment for me and I paid ****** a week or two later a lady called and said they could no longer hold it for me and they would send my money back the sent a check in the mail , I went to several places to cash it and it declined. I let them know at ***************** and they told me to bring the check in and they would issue out another one and I havent received anything yet and it has been 4 months

  Business Response

  Date: 09/12/2024

  ****** ******* received her first refund check on June 13th, 2024. She notified the office she had tried cashing the check but was unable to. Her reasoning given was a generic statement of she didnt know why/ the bank did not give her a reason. The manager advised her to bring the check back to the office. The manager checked with the accounting team,and they verified there should be no issue with the bank. The manager asked ****** to try again and to bring the receipt that Krogers typically prints out when they are unable to cash a check, and/or to ask for the reasoning.
  The accounting team issued a 2nd check that was lost vis ***** So a new, third, check and was sent again via certified mail on 9/11/2024 and has arrived at the property. ****** has been informed and will confirmed she will be in to pick up tomorrow, 9/13/2024. 

• Initial Complaint

  Date:08/29/2024

  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.

  I am a resident at ************* apartments and I have filed several complaints, made several calls and in person visits to the leasing office complaining about the smell of constant cigarette and marijuana smoke infiltrating my apartment from the unit directly below apt 1003. This ongoing problem appears to be a clear violation of the my lease terms. I am writing to address this serious issue which has been impacting my living conditions in my apartment 2003. According to the lease agreement, the apartment complex is designated as a smoke-free environment. The presence of smoke in my apartment has created an uncomfortable and unhealthy living situation. I am concerned about the health risks associated with secondhand smoke and the persistent odor that has permeated my home. This issue significantly diminishes my enjoyment of my living space and contradicts the smoke-free policy that influenced my decision to lease here.I have respectfully requested that management take immediate action to address this issue and ensure that all tenants comply with the smoke-free policy as stipulated in the lease agreement but nothing has happened in this matter. I have not received any updates nor seen any correspondence addressing the fact that this is a non-smoking environment as stated in my lease agreement. It is important that steps are taken promptly to resolve this matter, as the continued violation of lease terms constitutes a breach of contract.

  Business Response

  Date: 09/09/2024

  The community manager spoke with the resident on August 29th and informed her that the community would be sending out a notice regarding the smoke. The manager also confirmed that other neighboring apartments were not smelling the smoke. While the community is smoke free, some of the residents have a medical marijuana license and complicate such policies. On September 2nd the community manager spoke with the resident and she confirmed she was ok with allowing time to address the matter. 

• Initial Complaint

  Date:08/25/2024

  Type:Billing 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 lived at this apartment from Aug 2023 to Aug 2024. While I was there there was a mold problem that they refuse to address till I posted a review. When i asked for a mold test to be done they said no. When i asked if i could do my own mold test and show them I was told by ***** that I can grow mold in whatever ***** dish I wanted but there "was no mold" and threatened to send an inspection notice. This problem really was at its worst after water started pouring down my wall one day and seeping into the carpets. They repaired the water leak but that is it. For months I stayed at my girlfriends house because I couldn't sleep and would break out in hives there. When they finally looked a second time months later because their corporate office made them they told us we could move out a month early so the could "get to hacking away at that wall." Now they are trying to charge me a 900 in other damages and move out fees. I understand these fees normally but my apartment shouldve been fixed for months. While I think I should be reimbursed for that time I had the mold, I think we should at MINIMUM be calling it even.

  Business Response

  Date: 08/29/2024

  The resident created a work order on 09/24/2023 for a ceiling leak & reported again on 10/12/2023. Maintenance team replaced plumbing in the unit above. A hole had been cut in the ceiling to see into the apt above & the drywall repair was not a great job. The resident requested a better drywall repair but was unable to come up with a time that worked for her &the maintenance team.
  The community never received a work order for mold- nor did the maintenance see any during the repairs.
  
  The resident called on 07/12/2024 stating she would not be renewing her lease and asked how to complete a notice to vacate. She then completed a 30-day notice & then mentioned she had not been living in the apartment due to mold.
  The community manager scheduled a day to check out the apartment and took photos on 07/18/2024. The community manager did not see any mold. The community manager discussed options with the regional and both agreed to offer the resident an early move out as needed, so that then the maintenance staff could open the ceiling to check for mold.
  
  The residents moved out on 08/02/2024- maintenance opened the ceiling and there was no mold. See attached for photo of drywall &moisture reading.
  The resident had 2 cats and a dog- The cat urine on the vinyl flooring & carpet was so heavy the community had to scrape up the vinyl flooring & Kilz underneath to remove the odor. Same was done to the carpet.The resident was only charged for the carpet & was not charged the vinyl flooring since it was older. 

• Initial Complaint

  Date:08/15/2024

  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.

  This is my second time reporting this complex. First was roaches, I had to contact HERE to get that resolved after 4 months of doing it privately and the bbb had it done within a week. This seems to be the only way. Our neighbors have had SEVERE water leaks. Water is CURRENTLY coming through their floors. There was an ACTIVE LEAK ON ELECTRICAL WIRES THAT MAINTENANCE GOT IN TROUBLE FOR FIXING THE SAME DAY BECAUSE THE PROPERTY MANAGER SAID TO WAIT TWO WEEKS UNTIL THEY REPLACED COUNTER TOPS DURING RENOVATION BUT IT WAS A FIRE HAZARD! they still have water everywhere. Last week they replaced OUR countertops and sinks and mold was EVERYWHERE on the backs and NOT CLEANED BEFORE INSTALLING NEW ONES! Our apartment is WET, stinks, my kids and husband are sick, my sister visited and had to leave because shes allergic to mold and she got sick! Our clothes are RUINED! Covered in mold! They changed the filter (which hasnt been done in 6 months) and said it looked like ********* but the problem was fixed now!?!? I demanded dehumidifiers and a mold inspection which they said will happen but I doubt it very much. I said I contacted a lawyer and was told by the office that WE ARE UNDER INSTRUCTION IF YOU MENTION A LAWYER OR LAW SUIT TO STOP ALL MAINTENANCE AND RENOVATION ON YOUR UNIT SO DONT SAY THAT TO THE PROPERTY MANAGER!! Are you kidding me????? I JUST got out of the hospital after a week with major surgery for CANCER and my home is full of MOLD! I have contacted a lawyer, the health department, and news channel 6. This is CRIMINAL! We are SICK!! and who is going to pay for our belongings that are ruined? Who is paying somewhere to stay if/when they clean the mold out?? It wont be us! This has been a problem for MONTHS! WE ARE NOT THE ONLY ONES LOOK AT THE ****** REVIEWS THERE IS MOLD EVERYWHERE!

  Business Response

  Date: 08/20/2024

  The community manager went to speak with the resident yesterday, took photos of everything, contacted Rotec to come out ASAP for an inspection and to create a gameplan of remediation.

  Customer Answer

  Date: 08/20/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/08/2024

  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 moved into **** apartments 11/26/2023 Ive have not but reoccurring problems the most important issue that Ive been having Ive been dealing with a natural gas leak that I have told the apartment complex a few months back well got so bad that *** came in the hallway and was like maam you need to call **&E, Rather, they put it on record or not this has been a reoccurring issue for at least three months. I have been staying sick constant headaches as ** came out in the apartment complex. They have shut off the gas to the building. The problem was fixed. My problem now is its going on a week everyone in the building has hot water. I have no hot water. I have been up to the office every day Complaining about not having hot water. Im Come home after working a 12 hour shift having to take an ice cold shower they keep saying theyre sending someone to fix it. ICome home after working a 12 hour shift having to take an ice cold shower they keep saying theyre sending someone to fix it. I have cameras all around my apartment. No one has came to look at the issue. I am ready to break my lease and move out. I do not care. This is uncalled for for the amount of money that I pay in rent. I cant even get hot water but as soon as the first row around they want the rent money on time, but cant fix the issue in a timely manner.

  Business Response

  Date: 08/09/2024

  The gas leak was reported early Friday August 2nd and then repaired later that evening around 11pm. The gas was shut off in a few buildings until 8am the following Saturday August 3rd. On Monday August 5th the resident reported no hot water & was advised to let it run for a little while. Late on the 7th the resident notified the office again of the no hot water & was told the maintenance team would address it as soon as possible. On the 8th maintenance assessed the pilot light had gone out, and then completed the repair on the 8th. The resident was informed of the hot water restoration and to notify if the problem persists. The community has not heard from the resident.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lived here at the apartment complex, *************, since winter 2021. There is an ongoing problem with poorly performing air conditioning for my unit. Air temperatures reach 95 and higher degrees inside apartment unit throughout day. I filed a work order. Maintenance attempted to fix Monday of this week. Fix didn't last. Warm air returned coming out of vents by evening Monday, August 12. New work order filed Monday. Nothing has been done. Apartment office people have been courteous but unwilling to expedite to repair. I was not allowed to meet with the manager. I have been told the repair would be handled in the order the work order is received. I was also the apartment management has only one person working on air conditioning, and that they have no "place" for another air conditioning worker.

• Initial Complaint

  Date:08/07/2024

  Type:Customer Service 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 stealing money from anyone who tries to get an apartment there. I want the $299 deposit to hold the disgusting place and the $1022.19 for first month, prorated

  Business Response

  Date: 08/07/2024

  Ms ***** is being let out of her lease + refunded the $99 deposit and $1,022 rental payment. Ms ***** is being refunded everything except for the non-refundable (per the lease) substitution fee of $200. 

  Customer Answer

  Date: 08/18/2024

  I have not received my refund, so Im not sure why this complaint is being closed. Theyve done nothing in good faith

  Business Response

  Date: 08/20/2024

  Your refund has been processed. Deposits can take up to 3-45 days to receive. Please allow at least 2 more weeks to receive. 

  Customer Answer

  Date: 08/24/2024

  I received a check for $99 this week that is nothing compared to the $1400. I gave these people. This complaint is definitely not resolved.

• Initial Complaint

  Date:07/30/2024

  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.

  we pay rent monthly for our apartment and they refuse to fix a mice problem and they refuse to replace the washing machine thats been broken since our move in date, april 1, 2024. since we cannot do laundry, there is dirty, damp clothing causing spiders. brown recluse to be specific. this is a potential risk to our health/life. they refused to fix our washer even after being aware of this.

  Business Response

  Date: 07/30/2024

  The spiders are being caused by lack of cleanliness. The property is more than happy to treat for the spiders but the resident will be billed back the cost of services. The property was made aware of the washing machine on 6/18 & repaired on 6/19. Unfortunately the repair did not hold and the property was notified on 6/24, while working on an approval for replacement from ownership, which was approved. The maintenance team will not be replacing the appliance until the mice issue has been resolved, which the resident is aware of. Bait stations for the mice were laid on July 22nd. There is a community laundry center the resident can utilize in the meantime. Per the lease, appliances are not provided. The property manager offered to remove the washing machine and the resident declined.