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

• 

  Legacy Apartments

  5515 Hunt Club Ln Louisville, KY 40214

• 

  Union at Jtown

  3061 Sprowl Rd Louisville, KY 40299

• 

  Vue at 3rd Street, Brookside Properties

  537 S. 3rd St. Louisville, KY 40202

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:09/29/2023

  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 a been a resident of ***************************** Apartments for over 2 years. This was previously a complex that allowed smoking but now is not and any lease says this is a non smoking property. After living in the complex for a few months, indoor smoking among other residents started to become an issue to my quality of life as a tenant. Along with myself, I have a (then) 5 year old daughter. The smell of the smoke seeped into my apartment causing noticeable 2nd and 3rd hang smoking issues to both myself and my daughter- along with ruining our belongings in the apartment (furniture, clothing etc.) I spoke with the landlord ***, who is no longer with the company, who assured me that no residents smoking should ever interfere with living in the unit and he sent out a notice to tenants building. At that point, we had purchased multiple purifiers, ozone generators and other tools in an effort to mitigate the issue. Please keep in mind that my own daughter does not like to stay at my apartment because of this reason- which has caused her health issues such as Chronic strep throat, enlarged tonsils, irregular breathing- all of this has been confirmed by a doctor and communicated to the current management with proper documentation. Despite our best efforts the smoke has continued to worsen. We contacted management again in June and did not receive a response. I then began looking for alternative housing. ************** has told me that to break my lease would cost upwards of $8k. It has been extremely difficult trying to find a sub-****** because no one wants to live in a smoke filled apartment. After many conversations, I have been provided with zero solutions, flexibility or accountability from management. It takes them weeks to answer phone calls or emails making this process even more difficult. We love East *********- this is been our home for a long time.

  Business Response

  Date: 10/09/2023

  Hello, we first want you to know that we strive for all of our residents to have the best service possible and it seems that isn't the case here. After a thorough investigation our records indicate a timely response was made and a request for a date and time to discuss potential resolutions (primarily relocating to another apartment) but did not receive a resposne. It appears, after hearing of the experience, we reached out to Corporate for approval on allowing a new occupant to take over the lease to avoid the termination fee, but the applicant decided not to move forward. Additionally an approval was made for the lease break penalty free. We hope that this shows you our dedication to ensure our residents are comfortable. We wish you well in your future endeavors!

• Initial Complaint

  Date:09/26/2023

  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.

  During our time at the metropolitan we had several issues with the property entering our home to complete renovations which ended up causing more harm than good and significantly decreased our quality of life. However, my complaint today is that we never received our security deposit and I have followed up several times without success of retrieving it.We lived there from April 2022-2023 and it is now September 2023 and we stillHave not received our deposit back. I am copying our renovation issues via word document below *********************************************************************************** I am uploading several follow up emails to metropolitan staff via the upload section.

  Business Response

  Date: 11/13/2023

  Hello, According to our records, the *** was completed April 25,2023 with a $675 deposit refund. The system shows  a $675 check, #**** was cut on Wednesday, September 27, 2023. Please confirm that this was received. Thank you!

• Initial Complaint

  Date:08/17/2023

  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.

  No hot water with medical issues that I have to ave clean water for

  Business Response

  Date: 08/28/2023

  Hello, after a thorough investigation we found that a pool repair was needed in the pump room resulting in the boiler being shut off.The boiler was shut back on but the ignitor would not fire up. The ignitor switch had gone bad. It was to late in the evening to get the part as the warehouse was closed. As of 8/17/2023, the part was replaced and hot water has been restored. Shoud you have any further concerns please reach out to us directly!

• Initial Complaint

  Date:07/05/2023

  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 6/25 I contacted the manager about an ** flooding my bedroom. A work order was created. Today 7/3 I received an email saying that the repairs were completed.The repairs were never done. I played back my camera and no one has come to even look at it let alone repair it. On 6/25 the office manager asked me to turn the ** off. Its over 100 degrees and I am 60+ years old.The heat is unhealthy for someone my age. I need help resolving this before it causes me health issues

  Business Response

  Date: 07/06/2023

  Hello *****, during a thorough investigation we found that on Monday, July 3rd we attempted to make the repair but the locks had been changed, and we were not provided a key so we were unable to make entry. 
  It also seems that we scheduled the repair for 3 pm yesterday with you. We understand the frustration and hope all is well now. Please provide a key so in the future, we are able to make ************ in a timely manner. Thank you!

• Initial Complaint

  Date:06/05/2023

  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.

  1. The rug your handyman damaged is still not repaired. 2. The hole in my bedroom ceiling is not repaired.3. My living room window appears to have been broken into 4. My air conditioning is not working - it is 100 degrees in this place!Several of these issues are ongoing for months now with no response. I am reaching out to your corporate office and the ****************** in *********. After I have requested several times to now allow anyone in my apartment if I am not there, you have twice let someone enter my residence without me being there. Once they damaged a rug and the second time they repaired nothing but reset my clocks after a power outage. I did not request that you do that for me. The apartment is uninhabitable and I will have to seek alternative lodging.

  Business Response

  Date: 06/21/2023

  Hello *****, we have thoroughly investigated these issues and we are happy that we have scheduled maintenance to make repairs on Thursday June 29th, 2023. We do apologize for any inconvenience and are always here for you if you need us. Have a wonderful day!

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20141508
  
  I am rejecting this response because:
  I wont be in town and I dont want any of your careless employees in my apartment unless I am there to supervise. 
  

  i will be there Friday & Saturday the 30th & the 1st. 
  Sincerely,
  
  ************************************

  Business Response

  Date: 06/22/2023

  *****, our team is happy to help and make the repairs during business hours. What date works for you, Monday-Friday 10 a.m. - 5 p.m. and we will have that scheduled. 

• Initial Complaint

  Date:04/17/2023

  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 in to my apartment march 24th. 2023. Since day one Ive had nothing but problems. Its been leaking under my sink since day one. No one has fixed it or looked at it. 4 days after moving in, we had no hot water. I had to pay someone to get the hot water fixed. Maintenance decided to show up on day ****************************************************** the bathroom. We got moved into a unfinished apartment and the new manager was suppose to redo our walk-thru. She never showed up and still has yet to do it. I have a open crawls space with exposed pipes in the back of my apartment. None of the doors in my house fit or out the actual doors for the rooms. One door does not shut. I have 70% of my outlets dont work. I have cabinets that are put on backwards. The rail to upstairs in broken. In the hall closets its mold in the ceiling. The toilet paper roll isnt even in the wall. I have paint chipped in the ceilings going upstairs/ small hole in the wall. The floor boards are very weak from being so old. I never received a mailbox key. They say they need to order new locks. This new management ***** and they all fail to do there jobs effectively and in appropriate timing. Last week our water was turned off for 4 hrs by maintenance with no warning. *** reached out to Brookside properties and have left a message, with no reply. The last of communication and professionalism is ridiculous. The fact that the apartments are in ******* and the company is in *********. Also does not help at all! I would of never moved here if I knew all the problems. Also thats not even all the issues.

  Business Response

  Date: 04/18/2023

  We spoke with the resident directly and resolved all issues as well as made arrangements to resolve any open situations with improved communication.  Thank you for bringing this to our attention and we look forward to resolving future issues in person with this resident.

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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.

  After filing an initial complaint on 3/8/23 where the company finally reached out about my $500 refundable deposit stating they had the incorrect address although I provided them my updated address prior to moving out. I provided them my current address again and they stated I should be receiving my refund however as of today 4/13/23 I still have yet to receive my refund and can not get any one from the company to respond to me.

  Business Response

  Date: 01/02/2024

  Hi *************** was going through our end of the year BBB information and came across your message. I want to ensure this was taken care of. Please let me know! Thank you and Happy New Year!

• Initial Complaint

  Date:03/08/2023

  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.

  When I signed my lease with ****************** I was told I had to pay an additional REFUNDABLE deposit $500 in order the get approved. So I did. I was told I would have my refund back within 30 days after I left. I left the property over 3 months ago and still have no received my refund back. I have reached out to the property manager as well as Brookside Property for any assistance and can not receive a response back. If I do receive a response Im told its in processing with no actual update. No checking information. No details regarding g if the check was possibly lost in the mail. I dont believe it has ever been processed and they are hoping I just forget about it. The professionalism and lack of energy towards their residents is pathetic and sad.

  Business Response

  Date: 03/08/2023

  Our apologies for any inconvenienced caused. Following a detailed investigation we discovered that we did not receive a forwarding address upon move out, when provided it was an incorrect address. It also appears that as of this morning we were notified of this issue. We are happy to get this reissued for you as soon as the community manager has the correct address. Thank you for your patience. 

  Customer Answer

  Date: 03/08/2023

   
  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:02/27/2023

  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.

  1st time we had a leak was in our hallway. They came after a month and fixed it. It still leaks from time to time. We have had several more leaks and their not fixed. Our kitchen light has went out for the 2nd time and they haven't came and fixed it has water in the light. The floors has 3 spots their about to fall in. One by the tub,one in the hallway and one in the living room. Our door is cracking all over and keeps our apt cold as h*** And their is a leak upstairs that keeps leaking into our apt by our washer/dryer and their is mold all over are apt. In our bedrooms and above the shower. I've told the apt complex all of this and nothing has been done. And this is the 2nd time I've reported this.

  Business Response

  Date: 03/21/2023

  Hello, upon a thorough investigation, we have found that all repairs have been completed from all concerning leaks. Additionally, the front door was on back order but appears to have been installed on March 17, 2023. We strive to provide the best service and care possible, always. If you need any other assistance please reach out to us directly and we are more than happy to help. Have a great rest of your week!

• Initial Complaint

  Date:12/28/2022

  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.

  1st complaint:Last month, the bathroom sink developed a hole in the basin. Maintenance placed caulking in the hole. This is temporary and an unacceptable solution. The sink should have been replaced last month. No communication.2nd complaint:December 23, 2022. Water leak in downstairs apartment was fixed after dark leaving my building with no hot water. December 24, 2022, the apartment office is closed according to a sign on the door. When I called ************, I get a message saying the phone is disconnected and I had to get another number off your website. ************. Which is correct? I have no hot water no fault of my own. Why isn't the water problem getting fixed? Shouldn't there be some sort of explanation to the tenants as to what to expect? There has been absolutely no communication. December 25, 2022, still no hot water nor communication.