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:01/23/2025

  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.

  This company has worked with many complexes on packages that are required to be paid for by the tenants. I've had them in two buildings and the service has been abysmal in both. They have an app with several "get help" and "contact us" buttons that don't take you anywhere, and the only way to reach them is to Google the phone number. This number takes you to a call center they have connecting you to middleman agents that can't actually help, and they just send you a link to schedule a time for an actual agent to call you back, with times reaching beyond 3 weeks for soonest appointments. They took two weeks to deliver a new device after which I was informed I had to schedule said appointment to have them set it up, which is not in person, but also remote. I've been required to pay for their services and they've established a stone-wall for anyone trying to get help from them. It's disgusting that brand new complexes are still collaborating with this company, and that they are getting away with charging for service the majority of their customers aren't actually getting. Most people just give up and pay for it without it ever working, because they've created such an inefficient and frustrating labyrinth of a customer service scheme that prevents anyone from getting through. Someone needs to deal with this.

• Initial Complaint

  Date:01/15/2025

  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 am writing to formally address the ongoing issues with the door lock in my apartment, which have persisted since my move-in date. Despite repeated attempts to resolve the matter, the lock remains dysfunctional, creating significant inconvenience and raising concerns over consumer rights violations. The door lock code initially provided was inaccurate, and the lock is disconnected from the hub, rendering it impossible to generate a new code. On January 10, 2025, I contacted Dwelo (now Ambient) support to address the issue and scheduled an appointment for January 13, 2025. However, during the appointment, the agent was unable to assist because the master code on file was invalid. I was subsequently informed that my property maintenance team would need to contact Dwelo support directly to schedule another appointment to reset the physical lock. Despite efforts by the maintenance team to schedule this follow-up appointment, no progress has been made. I personally contacted customer service again to explain the situation, but the agent, Rofel, was condescending, insolent, unprofessional, and unwilling to provide assistance. This experience was both shocking and unacceptable, especially given the premium nature of the service being paid for. As of today, Dwelo support has failed to provide any actionable steps or resolutions for this issue. This lack of response and the failure to address the problem in a timely manner constitutes a breach of our consumer rights. For your reference, the case number is ********. I expect this issue to be escalated and resolved immediately. Dwelo (now Ambient) must provide a clear plan of action to rectify the matter, including an expedited timeline for resetting the lock. Failure to address this situation promptly may necessitate further action to ensure compliance with consumer protection laws. Thank you for your attention to this matter. I look forward to your prompt response. Sincerely, Salomon Thiombiano

• Initial Complaint

  Date:03/10/2024

  Type:Customer Service 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 am significantly handicapped. A very large portion of my decision to move in to the Greyson apartments was the “ smart apartment “ feature. Hasn’t been functional for about a year. I have twice earlier this year given up on the fight due to frustration. Terrible customer service. No one returns calls. Now making false promises. This is not a “perk” for me, it’s a necessity. This is the next step that a disability advocate recommended