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:01/26/2023

  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.

  From September of 2022 through todays date I have been experiencing issues with recurring water leaks in my apartment. The company has failed to address the issue in a timely and appropriate manner resulting in the continued leaks and had failed to comply with my requests to remedy this issue correctly instead of providing faulty patch work that could result in serious health issues for both myself and my son. The continued water leaks have not been fixed properly, I found this to be so by having my own contractor come out to inspect if the water damage had in fact been resolved as mentioned to me and they did find water and moisture and advised me it needs to be addressed immediately or could turn into a much bigger mold issue. I have documented my correspondence and requests to the maintenance and leasing department asking that the water be extracted properly and that they properly assess and repair this as I have to spend 5 more months in these living arrangements. The mounting stress both emotionally and financially this is causing at this point is outrageous and I am seriously considering legal action

  Business Response

  Date: 02/22/2023

  ********** ********* ******* *********
  ***** ************************************ *****************************************
  ***** **** *** *** **** ** **** **
  ******** ********* ** ********* ***************************
  *** *********************************** *************************************
  *** ******************************* ******************************
  

  
  
  

  Hello,

  
  

  To whom it *** concern, the following is our response to complaint ID ********, ***************************. The email below was sent to the resident, and it gives a breakdown of everything that was done. Thank you.
  

  
  

  Good afternoon,

   

  First and foremost, we apologize for the inconvenience that this has caused to you and your family. Below is a breakdown of the incident, for our records.

  On January 24, 2023, at approximately 7:00pm, we received a report that there was an active water leak in ****** and 23. *************************, Maintenance Technician reported to the apartment to address the water leak at approximately 7:20pm. ***** reported that the leak came from ******s guest bathroom and caused water damage to ******. Once he found the source of the leak, he immediately stopped the water. Next, he began extracting the water from both apartments. He left a fan blower in the ****** to dry the bathroom floor. He also removed the carpet padding from ****** and left a fan there overnight. *************************, Maintenance Tech, communicated with all resident(s) that were present on the evening of the January 24th regarding the leak.

  On January 25, 2023, ***************************, Maintenance Director contacted a vendor to inspect the apartment home. However, the vendor let us know they wouldnt be able to inspect the home until January 26, 2023. At which time, we decided that we'd continue completing as much of the remediation process in house. In the meantime, ******************************, Community Director, reported to both apartment homes to gather information on the damaged areas. *************************** removed a small amount of wet drywall and completed drywall repairs in ******. He also treated all affected areas with antimicrobial spray as a precaution. Once completed, he inspected the unit above and addressed all necessary maintenance repairs in order to prevent future incidents. After completing all inspections, we did not find any plumbing issues that *** have caused the leak.  Therefore, it is believed that the leak was caused due to resident negligence.

  ******* returned to the apartment home on January 26^th with the remediation vendor and inspected the damaged areas. At that time, it was determined that there were no signs of discoloration. Therefore,  they proceeded to make carpet repairs, carpet padding replacement, and shampoo while ******* continued working on the drywall repairs. On January 31, 2023, the remediation vendor returned to the apartment and inspected all areas again. Moisture readings were taken again, and the vendor determined that the affected areas were in good conditions. The only recommendation that was made was to remove one small piece of baseboard in the guest bathroom in order to inspect behind it. When the baseboard was removed, it did not have any sort of damage or discoloration, please see attached. But the moisture meter read a low-medium amount of moisture, therefore it was decided to install a dehumidifier. The dehumidifier should remain in the unit for no more than 48 hours. At last, our maintenance team will return on February 2^nd to collect the dehumidifier and will install the baseboard by February 3^rd.

  Overall, we will agree to a $550.00 reimbursement as a one-time courtesy due to the inconveniences. The reimbursement will be in a form of a check, and it will be delivered to our office within 2 weeks or so. As for the requests that were made, we have determined that if you would like to consider a transfer you *** do so. As previously offered, we would waive the transfer fee and keep the terms of the lease the same. Should you determine that you would like to transfer, we will not be responsible for any moving cost(s) and or reinstallation fees for your current services. In the meantime, please let us know if you wish to transfer or if you will remain in the current apartment home. Finally, you initially mention that you *** decide to vacate at the end of your lease - should that remain the same, please keep in mind that a 60-day notice to vacate form must be completed in advance.

   

  Best regards,

  
  

  
  

  ***** *************************

  Community Director