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:11/17/2022

  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.

  We have been dealing with furnace issues for the last few weeks. About 2 weeks ago on a Thursday night the furnace completely stopped working and our unit was 58 degrees. The property dragged their feet and neglected to get someone out to our place until 3 PM that Friday. After looking at the furnace, an issue was found and apparently a new part needed to be replaced. They said it should be fixed that Friday so we didnt have to go without heat all weekend. They came by that night at 7 PM with a space heater and said nothing could be done until Monday.They came out Monday and repaired it. The house warmed up again so we didnt think anything of it. Now as of 2 days ago the furnace is acting up again and not warming the house and we could smell gas extremely strongly in the house. We called maintenance out again. They could smell the gas and admitted it, looked at the furnace and said everything was fine and told us that we are setting the thermostat incorrectly. They left and closed out our maintenance request. I decided to call the gas company to report a possible leak, they sent someone out within an hour. They found a water leak on the furnace, an exhaust leak on the furnace, and the safeties on the furnace were firing like crazy and kept shutting off the heat which is why its not heating properly. First of all, maintenance crew came out twice in the last two weeks and didnt find any of these issues. Second of all, we have been without heat for way too long because of the incompetence of the staff here. And lastly they never answer the phone during business hours and never answer the emergency line after hours. It has been a nightmare dealing with the staff and everyone has been extremely unhelpful even though the gas company turned the gas off to the furnace because of a SAFETY issue This needs to be resolved ASAP, going without heat in the winter is unacceptable especially when we pay expensive rent and gas on time every single month and its unsafe

  Business Response

  Date: 11/17/2022

  Dear ****,

  I am sorry to hear of this issue. However, ************************* only manages HOA's and not rental units. You will want to contact and make a complaint to Treo Rentals and Sales, which is an entirely separate company. 

  There contact is ************ and the Presidents email is ************************************* I would suggest reaching out directly to ***** for assistance regarding this. 

   

  Business Response

  Date: 11/22/2022

  The customer submitted a service request on 11/4/22 stating the heater was not working. Maintenance went to the unit that day to look at the heater, and found that a part needed to be replaced. We could not get the part until Monday, 11/7/22, but maintenance was able to bypass the issue and ensured the heater was working properly. Later that evening, maintenance received an after-hours emergency call that the heater had stopped working again. We provided a space heater to the unit and advised the customer that we would be back on Monday, 11/7/22, with the required part. Maintenance returned to the unit on 11/7/22, and replaced a part and ensured the heater was working. The service request was closed. On 11/16/22, the customer submitted another service request stating the heater was not working. The customer also complained of a gas odor in the unit. Maintenance went to the unit that day, and had a gas checker to search for any gas leak. Maintenance found that the thermostat was programmed with a schedule that was causing the heater to turn off, and the air conditioner to turn on. Maintenance shut off the furnace and checked for any gas leaks, but did not detect any. After turning the furnace back on, maintenance did not notice any gas odor. Maintenance reset the thermostat, and advised the customer to call if the gas odor returns. The office personnel called the customer later that day and asked if everything was okay, and the customer said everything was working properly. The service request was closed. On 11/17/22, the customer submitted another service request that stated they contacted the gas company due to the gas odor, and the gas company found a gas leak and shut off the furnace. Maintenance went to the unit that day, and checked again with the gas checker but did not detect any gas leak. Maintenance provided the customer with their contact information, and advised the customer to contact them if the gas odor returned. The office personnel contacted the customer later that day, and asked if the issue was resolved, and the customer said everything was working properly. The customer was advised to contact the office if any issue returns. The service request was closed. Office personnel contacted the customer again on 11/18/22 via text message, and asked the customer is the heater was working properly. The customer responded that the heater was working well. Office personnel then asked if there was any return of the gas odor, and the customer did not respond.

• Initial Complaint

  Date:09/20/2022

  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 arranged to see an apartment that had been listed as available on Gladstone Zpkace Apartments website (owned by Treo). I traveled from ***** to **** with a prearranged appointment. I came, saw the apartment, and was assured of its availability. Within a few hours of my initial appointment, I returned to rent the apartment. The leasing agent told me that the application had to be done online and that she would email the link. I left and the link was not sent. I proceeded to call and email with no response. I went online and applied for another apartment in the complex and sent her an email letting her know that I put in my application and Id like them to transfer application to the apartment we had looked at. I did this because she never sent me the link (the apartment was not shown online ever it was one she told me about by phone and in person). The next morning I called again to confirm she received the application. I emailed. No response. Finally, I received an email letting me know that they had rented the apartment to someone else. An application had come in last night. Apparently, she had written down the wrong email address for me and had not sent the apartment application. Even though I called and emailed she never resent. In the meantime another application came in. They said because it is first applied first received I was not getting the apartment. By the time they informed me of this office on my way back to *****. I need to do a quick move-in as I was beginning a new job next week. This is putting in a very difficult circumstance. I tried to get them to come to a reasonable agreement such as reducing the rent on a three-bedroom and renting that to me since they rented the two bedroom out from underneath me. They are unwilling to make any concessions. So, here I am without an apartment, about to move to a new state.

  Business Response

  Date: 09/23/2022

  The customer came into the office to tour a unit on 9/19/22 around 10:00 AM. After viewing the unit, the customer said they had a few more complexes to tour and would be in contact later in the day if they were interested. The customer returned around 4:45 PM that day, and requested to tour the unit again. After touring the unit a second time, the customer requested an application for the unit. All applications are required to be completed online, so the office personnel took down their email address to send the link for the application. The personnel in the office did not have time to try to send the application until later in the evening, at which point, they realized the email address was incorrect. Our office closed at 6 PM, and our office did not open until 10 AM the next day, 9/20/22. When the office opened, we saw that the customer had emailed the office personnel a request for the application at 8:50 PM, however, our office had been closed at the time. We also saw that the customer completed an application for a different unit around 9:00 PM, and sent an email requesting that we switch their application onto the different floor plan they were interested in. Unfortunately, when attempting to switch the application, we then realized that the floorplan they were interested in had already received an application on 9/6/22 at 8:13 PM and the second member of that application group completed an application on 9/12/22 at 1:46 PM. We were waiting on one more member of that application group to complete their application, which they completed on 9/16/22 at 9:54 PM. We had accidentally looked at an old availability sheet showing the unit as available when the customer had come in to tour a unit the day before, which is why the customer was informed that we had a unit available in the floorplan they wanted. We emailed the customer at 10:50 AM advising them that the unit they were interested in already had a pending application on it, and apologized for the misinformation. We advised that we could switch the application to a different 2 bedroom floor plan that had an estimated move in date of 10/13/22, as that is the soonest we had a 2 bedroom unit available. The customer called and we apologized again for the mistake, and explained to the customer that applications are processed on a first come, first served basis, and since we had already received an application on the floor plan they were interested in, we had to process the first application. The customer said they could not wait until 10/13/22, so we advised the customer that the only floor plans we have available for immediate move in are 1 and 3 bedroom plans, and offered to switch their application to one of those floorplans, or refund the application fee that was paid. The customer said they did not want a 1 bedroom and requested that we rent them a 3 bedroom unit at the price of the 2 bedroom plan. We explained to the customer that we could not do that. The customer did not want to pay the current market rate for a 3 bedroom unit, so we advised the customer that the only other option was to refund the application fee that was paid or wait until the 2 bedroom plan was available for move-in in October. The customer said they could not wait until 10/13/22, so we advised the customer that we would refund the application fee that was paid. The application fee was then refunded. On 9/22/22 at 4:20 PM, the pending applications that were on the 2 bedroom plan were unable to be approved. We called the customer and advised that the unit was now available, and asked if they were still interested in the unit. The customer said they had already signed a lease elsewhere.