ComplaintsforPacific Electric Lofts

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am addressing both the apartment complex and my representative to discuss my move in set for today, October 1, 2022 at Pacific Electric Lofts (*************************). The experience was one of the worst/inconveniencing experiences I've ever had upon moving into a place. For starters, I signed my lease last week along with completing the 'to-do tasks' sent to me via email for obtaining renters insurance, ladwp account, etc. Although all of these things were completed on my end and submitted, agent/manager ********* stated that she did not have any of the information. I provided her the information again and paid her the move-in balance. I went upstairs to view my unit since I was told that I was unable to see the unit prior to the 1st because that's when it'll become available, and the unit looked nothing like I was promised/told by leasing agent *****; the unit also looked nothing like the units I had toured that you all have as model units. ***** and I had several conversations on the phone as well as via text message, where he told me all the units are updated/modern, have stainless steel appliances, washer/dryer etc. and even sent me pictures of a "mirrored" unit right above my unit. I stated my reservations about putting a deposit down and ultimately signing a lease for an apt that I have not seen, but he assured me of these things stated above. The market fluctuates and at this time, it was $1969 for the unit. However, now that I have finally gotten to view the unit, it looks nothing like what was promised to me. The unit is not updated at all, has poor lining of surface boards, has a whole in one of the walls, no stainless steel appliances, old and worn cabinetry, no closet door, chipped countertops, and a profound paint smell. After viewing the unit, I immediately let ********* (who was the agent working this morning) know my concerns of the unit and situation. She immediately told me there was nothing she could do and that I would have to pay more

  Business response

  12/05/2022

  Business Response /* (1000, 14, 2022/12/05) */ Apologies for the late response. Each time we receive a letter from you, it arrives after the deadline for response.****************** was given a perfectly beautiful apartment, but her complaint was that the color of the cabinets and a few other finishes were different from what the leasing agent sent to her. It was an honest mistake by the leasing agent who thought all of our cabinets and finishes were the same. We offered her other options and she very aggressively demanded that we price match another apartment for her. Since that is not something that we were able to do, we instead refunded her all monies that she had already paid. She additionally took us to small claims court, but the judge ruled that we did not owe her any additional monies. It should be made clear that she rented the apartment sight unseen. We did not intentionally show her one apartment and tell her that would be the apartment that she moved into, only to bait and switch. We followed all policies and procedures and provided her with excellent customer service. She simply did not like the options that we were able to provide her with. Essex takes our residents satisfaction seriously. We offer a 30 day guarantee to all new residents. If they are unhappy with their apartment, we will gladly let them out of their lease without any lease break fee or other penalty. She also made claims that there were other maintenance related issues in her apartment, but those were never mentioned to us and we would have of course corrected anything maintenance related.

*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. ↩