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:08/29/2024

  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.

  Management said apartments would be clean and ready to move on move in day (a friday), but nothing had been cleaned. Air ducts and vents were very dirty and it looked like the ac unit would break down anytime. I had many problems with bedroom key and the paint around window was peeling off badly. There were also wasps and other bugs coming in through an opening in the window. Balconies and the whole place overall has a bad insect problem and no one does anything to fix it. When I asked staff to help me with my keys and regarding the cleaning and maintenance, they were rude and claimed they had already checked keys and that they had cleaned the apartment. They then promised to fix things by Monday but did nothing. I went back to ask about the fixing of the window and cleaning, and they even helped me submit a maintenance order, but once again they did nothing. I went back again on Thursday, and then again five days later and still nothing. I asked to speak with the owner but they keep on giving me the same email where no one answers. I've tried contacting the company and nobody will answer. I asked them about canceling my contract or selling my lease twice but they won't even send the forms, and I'm getting to the point where I probably won't even be able to sell my lease anymore.

• Initial Complaint

  Date:08/16/2024

  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.

  This apartment complex rented a room to my son. Today was the move-in date. The room issued was filthy - filthy walls, floor, windows, window track, etc. Debris everywhere, grime and dirty smudges on walls. And the door jamb had been destroyed. Someone had kicked the door in, leaving it unable to fully close or lock. We were taken to two other possible units, both of which were even more disgusting and insect ridden and smelly and dirty than the first. The ten month contract price ends up being $638/mo. They did nothing to repair or clean the unit prior to move in. It is utterly reprehensible that this is what they're offering incoming freshman. I was a landlord of two private duplexes for many years and I'm appalled by what I have found there and would never hand over possession to such a filthy unit to tenants. There must be some recourse for doing this to my son and others. Two other roommates were busy cleaning their rooms prior to being able to fully move in as well. They were just accepting it and moving forward but this is just plain unacceptable and they need to have the health department investigate their units. I am seeking compensation for having to spend hours and many dollars in cleaning supplies to get his room cleaned before he can move in.

• Initial Complaint

  Date:07/23/2023

  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 lived at University Gateway from August 2022 to August 2023. I stayed because of its convenient distance to my school building on UVU campus, and for no other reason. Company advertised clean rooms and pool access to tenants, neither of which claims were ever enforced or delivered. The excuse for the pool was that they needed an inspector to come and okay it for complex/tenant use, but I have seen "friends of the management" in the pool with their children while general tenants are not allowed to use it, despite it being advertised as being available to new, incoming tenants. Clean apartments and rooms are not prioritized either, as there have been several reports of bugs, rodents, dirt, unkempt rooms, and other such claims. While the company provides walk-throughs and tours for new tenants and allows them the ability to say yes or no to living in the spaces or rooms offered, what is shown in online advertising is "done-up" and blatantly false advertising for the living conditions actually being offered to tenants. Floors in supply closets can have active water problems and erosion, as well as ceilings in bathrooms having common black mold issues. In addition, the entire complex has been caused to suffer the consequences of a few pertaining to "chopped-down" laundry room hours, despite cameras being present in this location and potential culprits being actively filmed. False, staff-posted reviews on Google have been reported as well, to say nothing of whether or not this is supposed to be student housing only; full families with young children, criminals, and people who are clearly not students are housed here. The grounds are regularly covered in dog waste, the parking lot is in regular disrepair, booting of cars is common (guests are not encouraged), and it is overall a poor idea to keep a business like this going in its current state with its current management.

• Initial Complaint

  Date:07/07/2023

  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 at University Gateway for the last year. I stayed solely due to its proximity to UVU's campus and the specific building/school I attend. From the beginning, I was charged $625/month for rent, utilities, parking, and use of the washer/dryer. What isn't advertised through CampusPads or anything outside of customer reviews on Google is that the place has regular pest problems in the forms of rats, mice, ants, spiders, and other such things. Black mold has been spotted in some units. Despite semi-regular "clean checks" to all units, ceilings, carpets, and windows are in generally poor condition and/or disrepair. Policies concerning parking for guests are not fully spelled out and result in frequent booting of affected individuals at the request of management. While not advertised specifically as student housing, management is also providing lodging to non-students, some with [loud] children (this may be something having to do with specific apartment designation). Pool use was advertised from the beginning of my time there but has been under repair or need for inspection the entire time. In short, much of what is being advertised is blatantly not being shown to future tenants until it is altogether too late (may fall under false advertising or omission of information). Regular disrepair of appliances, toilets, HVAC, and other things are also common and generally ignored by management. Work orders submitted have had a long turnaround time to be properly addressed as well, occasionally months after submission. Please contact me if additional information is needed; this sums up most of it. Additionally, if it means anything, residents of the same shared units are being charged different monthly rent amounts for the same sizes of rooms and same access to unit amenities, perhaps having to do with taking over the lease of a prior tenant.

• Initial Complaint

  Date:02/13/2023

  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.

  Contract was not fulfilled on University Gateway’s end. There was advertised a gym and a track which is not only not available but there is no space that would designate there is one. Maintenance had never completed a project when something was broken. Leaks in the roof were not addressed. Pool was never available for the 18 months I lived there.

• Initial Complaint

  Date:12/12/2022

  Type:Product 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 received a statement from University Gateway on 8/25/22. The email statement confirmed they owe me a $125.00 deposit refund. I moved from the apartment 8/10/19, however they had bookkeeping issues and thus the recent statement. I have tried contacting them many times in multiple ways, I have emailed, phoned and left messages. Everyone agrees they owe me the money, they just can’t ever direct me to the person in their office that can print the check. They have my updated address, including apartment number.