ComplaintsforLiving In Town Realty LLC

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in June 30, **************************************************************************** the living room, it took days to respond and it was not repaired. Reported again 4th of July weekend and it rained the whole weekend, did not get a response. It ended up caving in part of the ceiling at which point they had a sheetrock guy come and put new sheet rock on the ceiling but did not repair the roof so again shortly after it started to leak again. I reported the leak again in April 2023, after a week or so they "repaired" it, but once again in July of 2023 I had to report the leak yet again. Once again they hired a third party who did not adequately repaired the roof so my ceiling leaked again. I was not going to sign another lease here in May 2024 unless they promised to fix the roof and also repair the ac in the living room that I complained about multiple times. I was promised by the property manager via phone that it would be taken care of. Which brings us to now, a full 24 hours before the storm hit here I informed that once again my ceiling was leaking. No one responded, no one put a tarp up and because of that the living room, dining room, and kitchen all got flooded. It started leaking through the light fixture in the kitchen. I've spent an inordinate amount of time in my bedroom over the course of this lease because that's the only part of the apartment that was consistently inhabitable. I'd like my deposit back, in full, my rent for at least one month comped, and to not have to pay any lease break fee because I will absolutely be leaving as soon as a new residence is secured.

  Business response

  10/08/2024

  Dear Mr. Wulf and the Better Business Bureau,

  Thank you for bringing these concerns to our attention. I want to first express my sincere apologies for the distress and frustration you have experienced throughout your tenancy. This is not the level of service we strive to provide, and I understand how this situation has caused you significant inconvenience.
  
  I would like to provide you with a detailed update regarding the timeline of events and the steps we have taken to address the recent water damage:

  • Thursday, September 26th: Leaks were reported following heavy rain in the area.
  • Friday, September 27th: Our entire maintenance team was onsite to assess the situation and initiate preliminary repairs. That same afternoon, our water extraction vendor was dispatched to remove any excess water and install drying equipment in the affected units.
  • Saturday, September 28th: Our cleaning service was dispatched to clean and sanitize units impacted by the storm-related leaks.
  • Monday, September 30th: Our general contractor began the process of repairing damaged sheetrock of units impacted by the storm-related leaks.

  I can assure you that this feedback will be reviewed thoroughly to ensure we improve our processes moving forward. Regarding your request for compensation, including a refund of your security deposit, a waived lease break fee, and one month’s rent to be comped, we are committed to working with you toward a resolution that acknowledges the difficulties you have faced. We will have our team review your case to confirm the specifics and provide a formal response as soon as possible.

  In the meantime, please know that we are taking immediate steps to ensure the necessary repairs are completed to prevent further issues for you or any future residents. Again, I apologize for the experience you have had, and I appreciate your patience as we work to make things right.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Nov. 27th, I submitted a maintenance request to InTownRealty management group because of a squirrel in my wall. Nothing had been communicated to me about this request, so I started reaching out on Nov. 29th. I am unsure of the communication happening within the management team, but I never received any phone calls from them and had to reach out to them via email or text to get a response. Often times, they did not respond unless I prompted them to. I called 22 times from Nov. 29th to Dec. 15th with not one call being returned. It took them 20 days to remove the squirrel. The squirrel was right above my bed, so it was impossible to sleep there as all I heard was scratching and squeaking all night. I have slept on my couch for 20 days, which has caused me a lot of lost sleep. I have missed three days of work (I am a teacher) due to lack of sleep and illness caused by it. I have been to the doctor twice and been prescribed two rounds of medication for something that could have been prevented with adequate rest. When the regular management team didn't answer or return calls, I called the emergency maintenance people and pleaded with them that they send my messages over to regular maintenance. I am wanting a month's worth of rent for the inconvenience and for not being able to utilize my apartment fully. I'd also like retribution for negligence and for my lost days at work and for my doctors' visits and prescriptions. I have submitted a call log, a text thread, two email threads, my two doctors visits, my ignored (and even cancelled) maintenance requests, and sub plans as evidence for this problem. $1,225 is my monthly rent. $145.35 is my daily pay (x3 = $436.05 for three missed days of work). LittleClinic co-pay was $30 and Kroger prescriptions were $26.95. Optum Telehealth visit was $0 with insurance but CVS pharmacy was $27.36. (Total I'd like to receive is ********)

  Business response

  01/04/2024

  *************** submitted her work order request on 11/29, we initially dispatched a tech to assess the source or entry point. Due to the location of the opening they were unable to seal the entry point at that time. We also forwarded her work order request to our 3rd party pest control vendor (***). He was instructed to extract the pest/animal and seal the hole. He was also instructed to coordinate with the tenant directly.

  As explained to **************** since *** is not a Livingintown employee, we do not oversee his scheduling and coordination of his appointments.  Our records show *** went out to the property on 12/06 and provided an estimate for completion that was approved within 24 hours of submission. At this time *** given the go ahead to complete the pest/animal extraction and to seal the entry point. According to *** he had a scheduling conflict which delayed him returning to complete the extraction. When he did return on 12/12 he stated that when he checked to see if the animal was still in the wall, he didn''t hear anything so he sealed the opening and left. He was under the impression that most squirrels are our foraging during the day, and return home in the evening that the pest wasn't inside the wall. 

  Once we receied notice from *************** that the animal was trapped in the wall, we immediately reached out to *** to request that he return and complete the extraction. Unfortunately, he didn't respond to any text messages. calls or emails. Once *** did reply he refused to return to the unit. 

  We in turn dispatched our maintenance director to extract the animal as humanely as possible. The pest was extracted without incident with *************** present. Our tech also updated her on what he was able to do about the pest and any further repairs required.

  Customer response

  01/10/2024

   
  Complaint: 21015157
  
  I am rejecting this response because there has been no recognition of asking to be put in a hotel room as I awaited the removal of the squirrel. I had explained to Living in Town that the squirrel was above my bed and that it would scratch and squeak all night. Because of this, I either slept at my friend's house or on my couch. Again, I would like reimbursement for rent since I was not able to utilize my apartment fully during this time, which ended up being a total of 22 days. Because I had to sleep on my couch, and did not sleep well, I became sick. The reimbursement for my medical expenses was not addressed in the reply either. In addition to this, I would like a reason that this company does not answer any phone calls. I called 22 times during this time period and left multiple voice mails without any being returned or even acknowledged through email or through text. At one point I even said in a text, "Please answer," and "This is your job." That provoked a response after two days of ignoring my message.  My boyfriend even called the company three times, and though they didn't answer his phone calls or return them either, maintenance was sent to my apartment on the day he called. The only reason I was home on the day maintenance called was because I was sick due to the lack of sleep I had gotten. The company's response was made to sound like removing the squirrel was an easy fix, but I was able to point to the position of the wall where I had heard the squirrel, which helped with the removal. And yes, the removal was so easy, so I would like a clearer explanation of why it took 22 days to remove the squirrel. 

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******************* has left residents without working water beginning around noon on 11/27/2024 and residents are currently still without water. Living in Town has failed to respond to any of my contact attempts and has failed to update resident on status of water restoration. Residents pay water monthly rate of $75. Residents should be pro rated for the amount each day that they donot have running water.

  Business response

  11/29/2023

  Good Afternoon,

         The original request came in via our portal at 7:56am on November 23, 2023. At that time our offices were closed for the Thanksgiving holiday, and we did not re-open until Monday, November 27th. At the time of the initial request there were no emergency maintenance requests to prompt us to go any sooner than Monday morning when re-opened. We dispatched ******* to repair the leak, tenants were notified prior to the water being disconnected and were updated as information became available. Unfortunately, after the repair was completed Monday evening another leak developed in a separate section of pipe that greatly diminished the water pressure to the building. When our tech returned the following morning (Tuesday, November 28th) the 2nd leak was discovered and repairs began again. All repairs were completed by Tuesday evening at 9:31pm, this was an unforseen circumstance that was resolved as quickly as possible. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  A lease was in place for March 2023. Since this time I have tried to contact this company a plethora of times. I have left numerous emails, voicemails, etc. and nobody has contacted me back. Every time I call this company there is no answer. I have called first thing in the morning when they open, during the afternoon, and before closing.......no answer! None of my voicemails or emails have been replied to. This is by far the worst company I've ever had to deal with. Absolute horrible customer service!

  Business response

  05/16/2023

  Good Afternoon, 

     Upon review of the complaint I am left confused, I show the **************** is a co-signer for a resident (******************************) at one of our properties. I see that there have been several attempts to communicate with him via email and text with little to no response on his part. I see that while several emails were delivered few were actually opened. One email that was opened was the notice of lease violation. *************** has 2 pitbulls at a property that does not allow pets, the manager left a notice on his door, as well as emailed for reference (attached). This property clearly stated prior to the ******** applying and moving in that it did not allow pets. **************** was present during the delivery notice, and ******* reached out via text to our leasing agent to inquire about the notice.

  Customer response

  05/16/2023

   
  Complaint: 20035942
  
  I am rejecting this response because in the statement the business states that I was at the residence when they delivered a violation and I don't live in *******.  So how was I present, when I live in *******, **?  I have not received several texts nor emails from the company.  I received emails that had the lease paperwork and an email about the violation.  Those are the only emails I have received.  Again, I have made multiple phone calls, sent multiple emails just asking for a representative to reach out to me.  There are no emails in my spam folder and there are no texts sent to my phone.  I do not require a text, I asked for a phone call to be made when I left the numerous voicemails at ***************************** inbox and another representative.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There was a 20 foot sink hole that almost took out our building. They have finally fixed it. They left an insane amount of mud everywhere. It is from my front porch, covering the sidewalks, all over the driveway. Mud is ruined 2 pairs of shoes, the interior of my car, multiple rugs, and my floors. I have put in for maintenance, called the office, went to the office, called the director of operations, and I cant get anyone to help me. This affects my life and serenity 5 times a day when I leave or come home to my house. Its absurd. Please help me!Its gotten way worse then the picture suggests.

*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. ↩