Complaints

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• Initial Complaint

  Date:09/11/2024

  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.

  Aspen Ridge Management treats new tenants (BYU students) dishonesty. I have encountered numerous issues with both the quality of service and the manner in which the team handles tenant concerns.
  
  Unresponsive to Repair Requests: Despite multiple requests for essential repairs—ranging from issues with Google Fiber connectivity to malfunctioning air conditioning—Aspen Ridge has to failed to address these problems in a timely and effective manner. These requests have often gone unanswered, leaving me in an ongoing state of inconvenience and discomfort.
  
  Disrespectful Communication: My attempts to resolve these issues through phone calls have been met with unprofessional and disrespectful responses the staff. It is unacceptable that tenants are treated with such disregard when seeking assistance. I expect a level of respect and courtesy that has been glaringly absent in my interactions with your company.
  
  Exorbitant Fees with No Service Provided: I am deeply concerned about the high fees being charged, particularly in instances where services, such as Google Fiber and air conditioning, have not been properly provided or maintained. It is unreasonable to pay for services that are not delivered or are consistently malfunctioning.
  
  Lack of Timely Issue Resolution: The delays in addressing and resolving issues are unacceptable. The lack of urgency and action has exacerbated the problems I am facing, causing undue stress and inconvenience.
  
  I request immediate action to address the following:
  
  A prompt resolution to all outstanding repair requests.
  A formal apology for the disrespectful treatment I have received.
  A review and adjustment of fees in relation to the services actually provided.
  A commitment to improved communication and issue resolution practices.
  If these matters are not addressed satisfactorily within [a specific timeframe, e.g., 7 days], I will have no choice but to escalate to a legal matter.

  Business Response

  Date: 09/12/2024

  Joe, 

  I apologize for your frustration.  We have had a few maintenance requests issued by your daughter and her roommate, all of which are minor, but are being addressed and being handled (a closet rod needing to be hung/repositioned, a slow drain, etc).  We do not have any reports from your daughter's unit stating the AC is not working, we did have a report that the filter needed to be changed, which we addressed (& will continue to address, filters are scheduled to be changed every few months on a routine basis).  We also had a report to our office that their TV remote wasn't working, but we do not provide the TVs in their units, so we did not address that and let them know that.  The confusion and frustration with Google Fiber malfuntioning isn't something we can take care of for you or your daughter - this has to be handled directly with the account holder who lives here in the unit.  The biggest challenge is that you set up your daughter's internet account for her (in your name) which won't work when you leave town and then they have a problem.  We sent an email about a week before check-ins with instructions on how to setup their internet account - this must be in the name of a tenant who is living in the apartment - this way when there are issues with connectivity, Google can trouble shoot with account holder in the apartment.  We tried to explain this to you when you called the office, but you were so upset you refused to listed to us.  We are trying to help your daughter, but she will need to do this on her own or one of her roommates in order to resolve that issue with Google.  We again, gave her the representative's number and email address so she could reach out to him directly.  We have assisted thousands of students moving in and setting up their Google Fiber accounts and the majority have had no issues because they have set their accounts up on their own.  I realize as a parent you want to help your student, but in this case, this is something she must do on her own in order for it to work properly.  Please have her follow the instructions we sent to her in her email yesterday. We will continue to work through any maintenance issues they might have.  We understand, no matter how minor, these are important and inconvenient as a renter and during this time of year there are many we are working through.  We appreciate your patience as we work to get things resolved. 

  Thank you, 

  Elwin D****

  Aspen Ridge