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:05/29/2024

  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 have put in maintenance request's in with approval to enter when I am not home. I have given my email for communication since I have been out of the area and is my preferred communication method. The manager of the complex *********************** is argumentative and keeps closing my request's without any work completed.

  Customer Answer

  Date: 05/29/2024

  Good afternoon, This is a new manager. The first complaint was regarding being charged for the previous management non-communication. This is regarding new management not completing maintenance. 

• Initial Complaint

  Date:08/23/2023

  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.

  Multiple maintenance requests ignored. I requested a new screen for a bedroom 4/15/21 when I moved in. As of 8/23/23 I have not had a new screen installed. Current one is ripped and has been since my move in date. 8/30/22 I requested my dryer to be looked at. It takes twice as long to dry a small load. 8/30/22 I put in a request because my bathroom sink faucet falls of. I put in a maintenance request 7/4/23 for a leaking kitchen sink. I have never been contacted for any of those requests. 8/16/23 I put in a request for my AC being out. I was called 8/21/23 and was told that the vendor would be at my apartment, I left work early but the vendor did not show up. I was emailed 8/21/23 that the vendor would arrive that morning. They did not show up. I was notified they would be there 8/22/23. My adult son was in the bathroom and they made no attempt to talk to him. They came inside with maintenance and did not let my adult son know that they were there or that they needed him to move plants on my deck. I was at work and so far the vendor had not showed up when scheduled. I received an email from the apartment manager that I would be charged for the call out because they didn't show up at previous times scheduled or attempt to talk to my adult son, that was home, and in the bathroom. This is all in addition to raising my rent ****% 8/1/22 which meant me needing to find a new job to be able to afford. I was able to start a higher paying job 10/30/22 to afford rent. I was also notified of an additional rent increase of ****% on 8/17/23 to begin 11/1/23. I am charged more, but have had no repairs in two years.

  Business Response

  Date: 09/14/2023

  Regrettably, due to current staffing constraints, we are currently only able to address urgent maintenance requests as they arise. We acknowledge that some maintenance issues remain unresolved for this tenant. However, when our office received notification from the tenant about the malfunctioning A/C unit, we promptly alerted the electrician. In line with our standard procedure and for the tenant's convenience, we provided the electrician with the tenant's contact information to directly arrange the service appointment.
  
  It's important to note that scheduling the service call for this tenant proved challenging due to the absence of a personal phone line and the unavailability of voicemail on the work phone provided. Consequently, the electrician faced limitations in scheduling and providing service call updates due to the tenant's restricted communication options.
  
  Regarding the tenant's complaint about the electrician's service call charge, it's essential to clarify that the service call was scheduled directly with the tenant. Although the electrician had permission to enter, access to the service area was obstructed by the tenant's personal belongings. For liability reasons, our policy prohibits service personnel from moving a tenant's personal property. Additionally, it is neither permitted nor appropriate for service personnel to enter any other area of the dwelling for ANY reason, also due to liability considerations.
  
  The tenant's expectation that service personnel should have attempted to contact her son by knocking on the bathroom door is, unfortunately, unreasonable and deemed highly impractical. Consequently, the tenant was appropriately billed for the electrician's service call.

  Customer Answer

  Date: 09/16/2023

   
  Complaint: 20514819
  
  I am rejecting this response because:
  The air conditioning repair stated they would be there as soon as we scheduled. I left work early, they did not show up. I was given email confirmation from Palouse Trace they would be there the second time, they did not show up. They did not schedule the third time with me, but my adult son was there and they made no effort to contact him when it was about 100 degrees the whole week and my AC was not working. I had previously been in the ** due to heat related issues and it is a health issue. 

  Unfortunately, Palouse Trace has not provided ANY maintenance for my apartment in TWO YEARS which has been a nuisance and inconvenient.

  Palouse Trace has my email, which is my primary form of communication. I have always added that maintenance has my approval to enter my apartment if I am not home. 

  This newest manager also retroactively added incorrect charges on my account, which I had to request to be removed. This newest manger has also caused a neighbor to have to be transported to the ** from not prioritizing maintenance requests. 

  As I stated in my complaint, I had to find a new job to deal with the ****% rate increase. This newest manager has been unable to ensure that ANY of my maintenance requests have been completed. I reject this corporation decision to burden me with a bill when they have failed to provide any upkeep with my unit in TWO YEARS.

  Sincerely,
  
  ***************************

  Business Response

  Date: 09/19/2023

  We make every effort to keep tenants informed about pending service calls, but please understand that we cannot dictate the availability or potential delays of contractors for scheduled appointments. Ensuring access to the service area is the tenant's responsibility entirely.
  
  Upon receiving notification from a tenant regarding late fees for checks not posted on time, I promptly reviewed the account and adjusted the ledger accordingly. It's important to note that there was no 'Permission to Enter' request included in the submitted Work Orders.
  
  Please be aware that we are not liable for any tenant health-related issues.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20514819
  
  I am rejecting this response because:

  Every maintenance request I have made since July 2009 has allowed for entry when I was not home. 

  Again, it's been TWO YEARS since any maintenance has been completed. My dryer takes twice as long to dry, costing me more for electricity. My kitchen sink leaks. My bathroom sink faucet falls off. My window screen has been ripped since I moved into C206. There still has been no resolution on my ac. I pay ****% more in rent than last year resulting in me needing to find a higher paying job AND now they want me to pay when my adult son was home. They made no attempt to talk to him. They are increasing my rent again in November and I've had zero repairs done. Unacceptable. 

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/03/2023

  After the A/C service call was canceled, the electrician advised, "the personal property in the living room was restricting air flow to the large return air vent, likely causing the A/C to stop working." ****** was sent these instructions the same day, 8/23/23, by property manager. 

  We will be scheduling incomplete work orders with the tenant this week. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20514819
  
  I am rejecting this response because:

  The ac repair was a no show for the first two appointments. When they arrived the third time there was no communication with my adult son that was home. I contested the managers email as soon as I received it regarding the billing to me. I left work early and was no showed, I was home the second time and was no showed. My maintenance requests were ignored for over two years until my complaint here. This is unacceptable in every way. 

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2023

  The bathroom and kitchen faucet & sink issues were fixed by the plumber last week.

  Maintenance recently attempted to repair the bedroom window screen but could not access the window due to furniture obstructing the area. Again, we are not allowed to move personal property. If the tenant can move the furniture away from the window area, we can make an appt. for maintenance to fix the screen. 

  Tenant's expectation for any staff or contractor to contact her son when he is in the bathroom would never be allowed for legal and privacy reasons. 

  Business Response

  Date: 10/18/2023

  We will submit no further responses regarding this complaint. The tenant's complaints and requests have been identified and addressed.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20514819
  
  I am rejecting this response because:
  Maintenance only completed after my BBB complaint. I was responsive regarding the ** issue. I left work early and the confirmed repair people did not show up or cancel. I was home the second time when I received an email from the apartment current manager and again, no one showed up. Third time my adult son was there. He heard the door open and within a couple minutes they left. Unacceptable. 

   

  
  Sincerely,
  
  ***************************