ComplaintsforEdward Rose of Indiana, LLC

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at the Waterfront Apartments complex run by Edward Rose of Indiana LLC. I've been a resident for little of 3 years.On 8/21 - I put in a maintenance request to replace my bedroom window blind, as it had come off and blown away during a storm.On 9/14, I personally had to follow up because I had 0 communication from the staff in the front office. I requested to terminate my lease if they wouldn't be helping me, but was met with excuses on how they were short-staffed, there were tons of requests in front of me. We exchanged some emails back and forth, but no resolution was met.I hadn't received any communication or updates from the apartment complex, but I left them ******** messages about my unhappiness, and even exchanged a phone call over.On 11/7, I put in another maintenance request for the same thing. I had to open our windows to bring in air flow, as we were experiencing issues with our HVAC system, and wanted to keep energy costs down. We have bugs and leaves in our bedroom from the window being cracked. Again, I was met with excuses, and no solutions. I was told they were "on backorder" with no update.In November, someone did come to my apartment complex and "measured" the window for the screen, but nothing was installed, and there was no update to me about a timeline or resolution.On 12/13, I have left another message for the apartment complex due to a lack of communication, update, or customer service.

  Business response

  12/15/2022

  Good afternoon ******************,
  
  We appreciate your thoughtful response on December 14, 2022 to our recent email from our property manager at Waterfront in regard to the maintenance concerns that you have been experiencing over the past several months.
  
  It is never our intention to make our residents feel not valued, and we want to work quickly together to address your window screen and HVAC repairs and any other items that need our attention. We do not think your requests are unreasonable and will take care of these for you within the next week as your schedule allows.
  
  We will be working hard with our onsite team to ensure a quick resolution, and our property manager will be in touch with you again shortly via phone call and follow up email.
  
  Thank you.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed my lease around 3 pm monday and early Tuesday morning I find out my mother has stage 4 pancreatic cancer and doesn't have much time. I called the *************** around 10 am and left a voicemail. After waiting for a few hours and no response, I called again and spoke to someone. She stated I need to send an email that she would forward it to the manager who would call me back. No one called me back that day. I emailed again Wednesday, no response. I called and spoke with someone, she stated the manager was busy in meetings and she would pass along my message. Today is Thursday and I have sent yet another email to the manager and left two voicemails today and still no answer. I don't have anyone else to take care of my mother in the last few months she has left. I have offered to give them a letter from the doctor to show my mother is sick. I'm not asking for any of the money back that I have already paid, I'm just asking for help on what to do because I have not stepped a foot into this apartment and between my job, my son, and now my dying mother, I don't have the time to walk into their office during their normal hours. Can someone please help me out here?

  Business response

  11/21/2022

  Hello *******, 
  
  Thank you for reaching out and for taking the time to speak with me last week regarding your situation. I am very sorry to hear about your mother and all that you are going through in addition to the miscommunication regarding your request to be released from your apartment.  Your request was pending our Assistant Manager review and she was out of the office until today.  After you and I spoke, I received your email requesting the lease break and signed notice to vacate form needed to complete your requested move out date of 11/18/2022.  Per your request, we now have you successfully moved out of your apartment at Sundance, you should receive your final account statement from our accounting team within 45 days.   Please do not hesitate to reach out if you have any further questions or concerns.  Again, thank you for reaching out, I hope this fully addresses your concerns regarding your lease at Sundance. 
  
  Regards, 
  ***********************************,Property Manager
  Sundance Apartments
  ************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live in an apartment complex, and 3 times I have had a member of maintenance enter my home without an appropriate reason and without proper notice. In April 2022, about 2 weeks after moving into my apartment complex, maintenance entered my apartment without providing 24 hour notice. Per my lease agreement, 4 reasons are acceptable to enter: 1) the tenant lets maintenance into the unit, 2) 24 hour notice is given, 3) a court order, & 4) an emergency maintenance situation. Not one of those situations was applicable, & no notice provided. I called the leasing office & explained that I often work from home, & have pets that need to be put away, so I requested that someone please call, email, or put a note on my door. The lady agreed they should provide notice & said she would note my account. A few weeks later, someone claiming to be maintenance stopped by to look at my hvac system; I let them in since they said someone would be there the following week to replace the whole hvac system. No one showed up to do this project, which seemed very odd, so I installed 2 indoor cameras in my apartment for ease of mind. I also went to the front office to explain the hvac visitors, & how uncomfortable it made me no one showed up. While I was at work, Maintenance came in without notice the 2nd time; the camera app alerted me someone was in my apartment and I asked them to leave. Maintenance came in a 3rd time without notice on 10/6 to replace the hvac, but this time I was in the shower. I emailed an amendment to request & change my move-out date from March 2023 to October 2022 in July, but was denied. I updated the amendment for lease end to 11/30/22. I have found new living arrangements now, but was told in the past I would be responsible for early termination fees. I feel being charged fees in this situation is inappropriate, and they should pay for my moving fees. As a single female, I feel others should know it seems like privacy isn't much of a concern for this company.

  Business response

  11/04/2022

  Hello *****, 
  
  Please allow me to first apologize for the inconveniences you have experienced during your time at Sundance.  I am truly sorry that we have failed to provide you with the best customer service experience and hope you know that is never our intention.  In review of the concern you have written, I see that your concerns are due to maintenance performed in your home.  I want to first assure you that we would not enter a residents home without an appropriate reason or prior written maintenance concern.  As to the event on April of 2022, I see that you returned a move in checklist documenting items in your home that needed inspection and repair.  Upon receiving your checklist, a service order was created to indicated to maintenance that service was needed.  Our in house maintenance team received the order and went to your home to make the requested repairs.  After receiving your call to our office, the leasing consultant did as you requested and added a note in your resident profile to add that a call is requested prior to entry.  As you are aware, we are completing upgrades to our community including the installation of new HVAC equipment in each apartment.  Unfortunately, due to delays in receiving equipment in a timely and planned manner, the installation schedules were not as stated to our office team which is what caused the delay in your system being installed.  I am very sorry that the revision to the schedule was not communicated to you. I know it is due to that information not being delivered to our office team so that the notice could be accurately provided to you.  This error has been addressed by our contractor and Maintenance Supervisor and I hope that you can accept our most sincere apologies for all of the inconvenience this has caused. In addition, ****, the Assistant Manager was able to obtain final approval to ***** your request for the early termination fee to be waived and our team was able to provide that document today for your review and approval.  The credit document was emailed to you today and is pending your signature and return to our office. 
  
  Again, we are very sorry for the inconvenience and hope that this resolves the concerns you have posed to your satisfaction. Please feel free to reach out to me directly with any questions or concerns you may have. 

  Regards, 
  ***********************************,Property Manager
  Sundance at the Crossings

  Customer response

  11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I wanted to take a moment to respond as I tried logging onto the BBB to review a message from my phone after I had received an email from the BBB, but it did not take me to a new message. This complaint has not been resolved. 

  On Monday, November 7, 2022 I met in person with the property manager, *******, and we had a discussion about my concerns, and their lack of communications about maintenance entering my apartment. ******* took responsibility for those things and apologized. She had sent an email to me on November 4, 2022, which had an attached document regarding my lease end date and fees, and I requested some changes to be made during the in-person meeting. Since I had not heard from her, I followed up on Friday morning last week (11/11/22), and Im still waiting for a response.  So for clarification, this matter has not been resolved yet as I have not received follow up documentation or confirmation regarding my request from them. I also called today, and am waiting on a call back. I apologize, but as I mentioned, I was unable to review any messages from the link via my phone, and I hope re-opening the case is a possibility, since it hasn't been resolved.
  

  Please feel free to call to discuss.
  

  Regards,
  

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

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

  
  
  
  

  
  

  Customer response

  12/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had brown recluses in my apartment. Took a while to get an appointment made to get apartment fogged. Day came and went. There was a follow up fogging but I had no communication about it and didnt have plans to get my cat out of the apartment, let them know that when they called the day of and they said they would try and reschedule and still have yet to hear back.Ceiling air conditioner leaked from condensation all summer when it was humid outside. Let them know about that, came and fixed and it worked for a whole two days. Had to leave a towel on my bathroom floor because of the amount of water coming from it. Wouldnt be surprised if there is mold from where the water was. Have to use their internet instead of getting other providers. Internet building is an hour ahead so theyre unavailable between certain hours, so when it goes out you have to wait days for it to get fixed when have to beg for someone to come to your apartment to fix it in the first place. If it goes out on the weekend youre out of luck because you they only staff one person who knows what he is doing when it comes to internet. There have been no offers for a reduced bill or anything. Just a eviction notice when youre 2 days behind on paying your monthly bill due to income falling on different days not to mention the fact that its 2022 and people are struggling.

  Business response

  10/27/2022

  Good afternoon *****, 

  We reached out immediately to schedule the brown recluse treatment. Per our phone conversation, I noted to you that I had called and emailed you and had not heard back. You found the email in your inbox and noted that you had missed it.I do apologize, as there was admittedly a miscommunication on the follow up treatment. We believed the pest control tech had schedule that with you as he had in other situations. We did continue to treat the outside of your apartment as you had mentioned that relocating your cat for the day was difficult for you to schedule.

  We do have record of a water leak from the ** unit in your apartment on 7/27/22,however, there are no additional work orders informing us that it had started leaking after the repair. The first I heard from you on any leaks, outside of the initial work order, was the email that you sent 10/22/22 which referenced an air conditioner issue but did not mention that it occurred more than once or was ongoing.  
  

  We have a work order from you on 10/20/22 for an internet outage. *********, the Maintenance Supervisor, responded same day and was able to get the internet working. I do understand that you had an issue with it again the following weekend. Per the notes from the work order, you had requested *********, who was unavailable on the weekend. Upon him following up with you Monday, the internet was working.  
  

  We do understand hardships can occur with rent payments. Per your lease agreement,there is a late fee on the 4th and 10th of the month. We do send letters to all residents when rent is not received before the 4th explaining that the eviction process would begin if rent payment was not received in another 10 days. The letters are not meant to be threatening or upsetting to our residents but are necessary to ensure we are following all fair housing rules. 
  

  I reached out to you Monday 10/24 via email and apologized for your frustrations and asked that you give me a call if you would like to discuss. I did mention that if there was an ongoing issue with your internet service that we found to be an issue on our end, I would be happy to look into a credit for you. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filled out an application for an apartment with this property group. I authorized a $50 payment for the application fee. They are now stating they will be taking an additional $150 deposit, $200 "holding fee", in addition to a $200 "decorating fee" and have illegally and without my consent held my credit card on their file without my the option to delete this from my account. I did not and will not authorize these payments and request help in ensuring I will not be charged fees I did not sign consent/authorization for, in addition to needing assistance ensuring my credit card information is deleted from their database. Please assist as this feels like a scam taking advantage of individuals trying to apply for an apartment then holding their credit card hostage demanding they pay additional fees without written authorization.

  Business response

  10/27/2022

  Good afternoon *******,
  
  We are truly sorry to hear of your concerns with the application process at Sundance.  Please know that the only charge that applied to your account was a $50.00 application fee per your consent from completion of your application for an apartment.  The documentation you received from our team was sent only to communicate your charges upon approval of your application and move into our community on December 9, 2022.  This proquote document is in no way a demand for payment, it is only intended to be clear on your rental charges upon move in. We do not have access to your payment methods nor would we charge any applicant's credit card without proper consent or authorization to do so. 
  
  Again, we are very sorry for the confusion.
  
  Thank you, 

• Initial Complaint

  08/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Property Manager Complaint.The law that changed that affected us from having 10 days to 5 days could have been communicated in a better way. Resided here over 2 years. I spoke with the property manager and expressed my concerns.I normally pay my rent on the 15th every month. I get paid as a self employed once a month on the 15th. There was an issue with my bank so once it cleared I went on my account on the 22nd to pay my rent in full. My account was disabled and I noticed attorney fees on my account. Ive never experienced anything like this before. I called the property manager and was advised she sent all tenants who were late as of the 16th to the attorney office for collection and based on a new law that went into effect in July.My complaint is whatever this new law that reduced our grace ****** should have been communicated by announcements. We get corporate announcements via email and our resident app which neither one were utilized. She states it updated in the letter but the letter is the same General letter we get monthly when late so there is no way I would have noticed the change. My rent is always paid late because of my pay schedule but In full by the next month. That 500 in addition to my rent really put in a tight space coming into a new month. As a property manager who focus should make sure our residents are aware. Just poorly communicated. Im not sure how many of us are affected but our previous manager was awesome. We had more community interaction. We had company announcements and we always knew about changes.Neither one of can change the effects of the law but we can ensure its communicated to ensure we know how to plan. Then I could understand if I was 2 months behind. No. Im current every month. Now Im going into a new month in distress. My rent is ******* which should be ****. I had to pay **** for being a few days late.

  Business response

  08/31/2022

  **********************,
  
  Per the phone call between you and the Property Manager of The Vinings at Iron Bridge on Monday, August 22, 2022, the Property Manager clearly explained how the standardized Notice of Default Failure to Pay Rent was issued for your past due balance due on August 1, 2022. She carefully listened to your concern about the ************************ code indicating a change to the number of days allowed before landlords are permitted to seek possession of the premise from tenants; as well, she listened with empathy to your personal issue with being able to pay your rent on time each month.
  
  *********************** LLC issued the proper and timely Notice of Default Failure to Pay Rent to you via **** and a copy of that delivered your front door on August 10, 2022, stating in writing the number of days to make payment of rent, late charges, and other charges before we intended to terminate the lease agreement.
  
  Please refer to the 4. RENT clause in the lease agreement you entered into with *********************** LLC.
  
  *********************** LLC complied with all legal remedies and applicable notices in writing to seek payment from you for your past due balance for August 1, 2022.
  

  Customer response

  09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. 

  For your reference, details of the offer I reviewed appear below. 

  My complaint was the fact they could have communicated via our corporate announcements and or our resident portal that our ***** ****** was being decreased in advance. Which our corporate and management were both aware of when the letter was in decisioned to be updated. This would have given tenants a possible way to make additional arrangements who really utilized the previous ***** ******. 
  

  The reason for this complaint is not the fact of my delinquency, it is soley the communication. There was no communication when the letter was changed on a corporate level to any of us as residents.

  From the previous feedback, the response is all generated around the letter as proper notice. As a community, none of our residents know about the ***** change unless they are late which this is an after the fact situation. 

  The complaint is to bring awareness that when changes that occurs that affects residents, we should know in advance and not in a letter after we are actually delinquent. As for me any my pay schedule, i am working my contractor to see if i can paid in advance than on the 15th. Which if i had known, i could have had this worked out in advance. 

  As a resident in our community, we can all agree that communication in advance is the best way to get the best results. I've never experienced anything like this before and i understand compliance very well. So this complaint is not about the property manager listening and showing empathy... this compliant is because its no way residents knew about our ***** ****** changing in advance..... until you were actually late in the form of a letter which is the only response provided above. 

  This letter is a complaint to ensure when changes occur to our lease, we are notified in advance which was not done.

  
  
  
  
  Regards,
  
  ***********************************

  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Brickshire Apartments ************, Indiana This place looks nothing like the photos. Management and staff are completely incompetent, and will take your money without properly conducting apartment maintenance and upkeep prior to move-in. This facility forced me to sign a lease two weeks ahead of my chosen move-in date, 8/15/22, claiming that the unit could no longer be held. Luckily, I was smart enough to ask to see the unit prior to my move-in date. The place was absolutely filthy!!!!! I was completely shocked that management thought this apartment was not only move-in ready, but that they were comfortable in showing an apartment that was in no way, shape or form ready for occupancy. The hallways are completely filthy; both the walls and carpet. Completely overpriced rent, and a scam for a holding fee of $250 for units that are not even inspected from the last tenants. After notifying the complex of my findings, they claim they didnt know and tried to hurry and remedy the issues that were wrongI was not contacted until AFTER closing on my move-in date, in which I had already taken off of work and had to cancel deliveries as well as other arrangements. Management is a jokethey are in constant meetings, racist and rude. It took over a week for me to get in touch with management, and they were on the premises the entire week. They refused to refund me my $250 holding fee, although my lease was canceled due to no fault of my own. The apartment had visible chipped paint in large amounts, and I had my child with me during the apartment viewing.

  Business response

  08/25/2022

  Hello *******,
  
  I am very sorry your experience was less than you had expected, as we want all our residents to have the best experience, unfortunately there are times when we will need to fix issues that *** have been missed.  I understand your concern for signing the lease earlier than you had hoped but we always try to get the best pricing to our resident, and therefore you signed earlier to get the unit and best pricing available.  Your move in date was Monday August 15, and you came in on Saturday August 13, to take pictures and look at the unit, the items you mentioned to us were cosmetic and were able to be fixed quickly.  As I understand first impressions are important, we do everything we can to make sure our residents are happy with their home, and we make the necessary adjustments a resident *** request.  We did this for your unit, but you chose to not take it anyway.  I spoke with you on the phone on Monday to address your concerns and assure you that everything would be fixed as they were.
  The $250.00 holding fee is a standard policy to assure we are not holding apartments that someone does not intend to move into as we have very few apartments available.
  
  

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I hope that the information I am providing below provides additional context to this situation, as well as can be relayed to the business in question.

  During the month of July, I paid a $50 application fee as a potential tenant to Brickshire Apartments located at ***************., ** ************, **. I informed the leasing agent that due to obligations, I would not be able to move into a unit until August 28th and at the time, I was told that would be ok as units on both the second and third floors in various buildings would be available. At the beginning of August (after confirmed approval), I was contacted by the property and told that due to the volume of applicants, I would need to move up my move-in date to the middle of the month to secure a unit. I informed the property that this would be an inconvenience due to work, school obligations, as well as others. I was basically told that I would risk losing my $250 holding fee I paid, as well as my $50 application fee if I did not agree to move at the newly proposed time. While I found this communication unethical, I did not want to lose $300 nor an available unit, so I made arrangements to ensure that I would be able to move on 8/15. I was also told that I had to sign a lease immediately(8/2), in which I expressed being uncomfortable with that considering that I had not seen the unit, but did so anyway due to the emphasis on "high volume of applicants".
  

  I reached out to the property in between 8/2-and 8/13 for an opportunity to view the unit, or a unit that was made on the same style/floorplan of the apartment. I was told that no units were available, and that apartment 205-11(my unit) was occupied and that maintenance would be performing work throughout the week prior to move-in. I was contacted on 8/12 and told that the apartment was ready, had been fully inspected, and that I could come in on Saturday, 8/13 to view the unit. I visited the property as scheduled and was completely shocked by my findings.
  

  The apartment building was filthy...dirty carpet, walls, and infested with bugs in the walkways. Once I reached the unit for viewing, I was even more surprised. Tampered locks and door handles, large stains on carpet, chipped paint on walls and floor baseboards, visible water damage in bathroom, dirty/uncleaned cabinets, worn/uncleaned kitchen appliances, gnats in sink, as well as many other issues the property would later consider as "cosmetic".
  

  I, along with my children, immediately returned the key back to the office after the tour and expressed my findings and pictures to ********, the leasing agent on site. I expressed my concerns and dissatisfaction and she informed me that she would relay this information to management and that someone would be in touch. I received no call or follow-up thereafter. I sent an email detailing my experience that same day on 8/13 (with pictures), in addition to 2 separate emails on 8/14 and the morning of 8/15, to no avail. I was scheduled to move on 8/15 at the time in which the office opened, which is 10am. I did not receive a call or any correspondence from the office, not even acknowledging my emails to them in between 8/13-8/15. I am certain that on the day of move-in, the office is well aware of the tenants that are scheduled to move in and at some point, communication is expected and arranged so that keys can be retrieved and ownership can take place. I did not receive any correspondence from the office until 6:45pm, the evening of my scheduled move-in. This was a message that said that all of the issues I sent over had been fixed, but did not include any information about plans for me to move in. They spent the entire day doing a rush job of fixing the issues I notified them of, while I inconveniently waited to move in my unit. I had furniture deliveries scheduled that I had to cancel, a U-Haul truck rented that I had to pay for and return within a certain timeframe, I took off work, as well as removed my children from school under the assumption that I would be able to move in on the morning of 8/15.
  

  The apartment complex had no regard for any of this information. In their eyes, I could've still moved in the apartment the following day, which is not what my lease outlines. After seeing the condition of the unit, the inability to form a complete and thorough inspection prior to occupancy, caused me to cancel my decision through no fault of my own. As outlined in the Indiana Housing laws, habitable conditions must be present at time of occupancy/move-in, in which chipped paint with a young child present could cause lead poisoning, as well as additional issues that were expressed via my direct communication to the complex.
  

  The $250.00 fee is a holding fee; to hold a unit to keep others from occupying the unit..however, the apartment was not ready for move-in on the day of 8/15, hence not being held for occupancy to match the date of said lease. The business closed at 6pm on 8/15, with no way for me to retrieve keys, paperwork, nor view changes that were allegedly made.
  

  I was given the runaround for an entire week. I had to use several forms of communication just to get a response from the company and told numerous conflicting pieces of info. I was at first told by ********, leasing agent present during the time of initial visit, that I would receive my $250.00 holding fee back in the form of a check. My mailing address was even taken and confirmed on 8/17 by *********************, another leasing agent, in order to know where to send the check to. In the following days, I was passed off to property manager ******, in which she was extremely passive and rude. I was told I would receive a call from her manager within a hour on 8/18, which was a lie. I had to call the property 4 days straight to let them know that no one had been in contact with me. I finally received a call on 8/23, in which the manager displayed no empathy for the inconvenience and also refused to honor my request for a refund of the $250.00 holding fee. 
  

  Regards,
  
  ***************************

  
  

  Business response

  08/30/2022

  Good morning *******,

  
  I understand your concerns that the apartment when you walked it on Saturday was less than your expectations, however, when I was notified on Monday morning, I immediately contacted our maintenance team to make all repairs you had concerns with.  On Monday, August 15, 2022, I tried to contact you during the day to let you know that maintenance was taking care of all the issues.  I was unable to get through to you and it went straight to voicemail, but the mailbox was full.  
  My leasing staff ******** and ***** who were both in constant contact with you via phone and emails, both stated that you said you were not moving in, and you had already found another place. When I did get in touch with you later in the day on Monday, and I told you that everything was fixed you said you would not move in and all you wanted was your $250.00 back.  I told you I would reach out to my Regional Manager as this was not our policy and speak with her regarding your request.  On Tuesday March 18, 2022, I called you while I had ***** my Regional Manager in my office, and I asked you if you would like to speak with her and you said no,not right now and you said you needed at least an hour to contact your attorney. 
  ***** and I were in many meetings during that day and she was unavailable after our conversation when you did not want to speak to her, however when she did call you and spoke to you on the  phone you said you did not know why she was calling you since she explained the same things I had the previous day regarding our policy.
  We have been in contact with you since July 15,2020, which was when you first contacted us to apply. You have been out to tour our apartments and have applied several times over the past 2 years.  I do believe you liked what you had seen here as you applied several times, and we even switched your apartment because you changed your mind on what location you wanted.  I do believe we put forth every effort to get you what you wanted, and we always kept in contact with you.
   I wish things could have worked out for you here at Brickshire, as I know we do everything we can to keep our residents happy. 

  Customer response

  08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  To begin, before posting a professional business response, you should have the dates correct. This is not in reference to anything in March and nothing about moving in or the apartment occurred in March. I am speaking of a unit that I signed a lease for for move in on August 15th that was unavailable for occupancy. Anything else is irrelevant and me liking the property was solely based on false representations of what actual listings looked like, which I am attaching. The unit was not available for occupancy on 8/15 and I was not contacted until 6:45pm by your office after closing. No move in was available after hours and no one reached out to me regarding my move in during business hours nor the days prior to. My $250.00 should be returned for obvious reasons; the unit was not only unavailable for occupancy, but the unit was up for availability on your website the same night I was told I could move in (after the repairs were allegedly fixed). I have not once voiced nor communicated that I found another home, and even if I did, this does not interfere with the unit I signed a lease for not being available for occupancy on 8/15. Please send me my money via check as I was promised by two of your leasing agents. Furthermore, please stop pressuring prospects to move into units that have not been inspected nor properly maintained. It is against the law to do so. 
  
  
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Management for the apartments are claiming I clogged the toilet overnight which overflowed in my bathroom onto apartments under me. Now they want to invoice me $2870 for the damages. Not only did the tank, not the bowl, overflow, I have proof of a second time where it kept filling up. I didnt misuse, there are no sign of neglect and they have yet to provide proof of the clog they are claiming. They have emailed me false claims of the timeline into my apartment, which I provided video proof to contradict their claims. So if their maintenance person would lie about all that, I dont see a scenario they wouldnt lie about paper stuffed in my toilet. I asked for a cease and desist but there hasnt been a response. I wish for them to do what they are supposed to do and pay for damages caused by their faulty equipment. Lastly the maintenance guy changed the mechanism in the tank after I showed him the video of it happening again only a few weeks after the incident. He said that its happened before in a different apartment. Where if you were to flush, the water will not properly drain and the filling tube will just keep filling causing water to spill out of the tank. Attached is the email with the false claims and I can send a separate email with images and videos of the issue at hand.

  Business response

  07/27/2022

   

   

  Good afternoon, 

  Our documentation does not show any reported work orders by ****************** with regard to his bathroom toilet. Our work order history for this particular incident suggests that our technician unclogged ****************** toilet upon arrival to the emergency situation. Our on-call technician was alerted in the middle of the night by the first floor (******) neighbor experiencing a leak into her bedroom ceiling. Our technician subsequently checked the second floor (******) and found leaking and then went to ****************** apartment. Due to the lock mechanism he has installed on his entry door, we were delayed in being able to enter his home to assess the source of the leak.
  
  Given no prior record of a faulty toilet, I see no way that our Service Team could have or would have been aware of a prior issue with this toilet. Unfortunately, the delay in us being alerted (potentially hours after the incident started) resulted in further possible damage.
  
  We have acted in accordance with our lease agreement by making the necessary repairs as a result of this incident in Mr. ******** apartment and the apartments below (****** and ******) that were affected by this incident. We have invoice documentation showing all expenses that have been assessed to ******************.
  
  At this time we ask that ***************** do his part as our resident and either enter into a payment arrangement for the damages our organization has incurred or contact his liability insurance carrier, should he have one, and file a claim with regard to this incident and the damages incurred.
  
  Sincerely,
  
  ************************* III

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

   

  The fact that you have yet to provide proof of the clog is the biggest issue. I believe you coached your staff to say its a clog in order to **** me. When I have provided more than enough proof that the issue was a faulty mechanism in the tank of the toilet that caused the tank to over flow. The work order I referenced and you have ignored in this instance was made last week due to the toilet tank over flowing again. Although the date of the video I provided you in my last email, which you ignored and the reason we're here, is two weeks after the original incident, it does proves my point that the water came from the tank. Therefore proving that I saw water coming out the tank not the bowl at the time of the incident and that it will fail again. No clog will cause water to flow continuously causing the damages you are falsely billing me for unless its a plumbing issue(pipe burst) which would be your responsibility as well, especially since you don't even have a professional opinion, pictures nothing to that nature proving the clog. If there was one, I am sure your staff would've taken a video or picture but they didn't because there was never a clog. The workorder in question has your maintenance person replacing something in the tank which he stated would be a reason for it to overflow and spill as it happened in another apartment in the complex. Again after the incident, I never claimed to put a workorder in before. Things can fail for the first time and in this case cause water to overflow into the bathroom. On top of that your maintenance person lying about everything leading up to when he entered my apartment, which further illustrates that your staff is not above a lie. So again DO YOUR JOB AS THE landlords management company and pay for the damages your faulty toilet caused. I do not feel welcomed here any more and wish to have ***** release for your breach of contract with no penalty. Once you pay your invoice and allow me to leave with no penalty this issue will be deemed resolved.

  
  

  Business response

  08/02/2022

  ******************
  
  Per previous communication,without you submitting a service request, how could we or should we have known that your toilet would have an issue. I have conferred with our Regional Maintenance Director and the toilet would not overflow from the tank without their being a clog in the toilet bowl. The toilet tank has an overflow tube that would catch water back into the toilet bowl if it were an issue with the fluidmaster assembly in the toilet tank. Our Service Technician responded to the emergency call received from a neighboring apartment beneath yours,observed your toilet was clogged, and began to work to resolve the issue in your home and the 2 homes below you.
  
  Refer to the liability clause in your lease agreement you are entered into with *********************** LLC.
  
  All charges on your ledger are equivalent to expenses directly incurred.

  Customer response

  08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I spoke to several plumbers and they agree my scenario makes way more sense than a clog. I think I'll trust them over your staff who has already demonstrated they would lie to escape any responsibility. When a fill valve is just running and the preventative measure failed for just an hour or so, and theres more water going in than it can catch, there will be a flood in the bathroom. Which is the point I am trying to make here.  If your claim is I tried to clean up, why not go for the toilet paper in the bowl?  I have never met a clog that I didnt immediately see after flushing so explain that and the several inches of water on the floor from a simple flush? I have proof of the defect, you have yet to provide proof of a clog, which Ive asked for in every Communcation Ive had with your company. 
  
  The lease says I am held liable if I misuse or neglect whatever caused the issue. I dont see how flushing a toilet comes close to any of that and when I pointed that out to your manager suddenly it was a clog that caused the flood. Owners duty to repair includes paying for the damages caused by their equipment. So remove the $2870 from my account, and release me from the contract so we can all move on allowing me your companys minimum of 60 days notice. 

  Regards,
  
  *************************

  
  

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around November 2021, I chose to renew my lease at the Latitudes Apartment complex. I had chosen a plan, signed the entire lease, and believed everything was done. However in December 2021, I went to check to see if my lease was in order, as it was to expire the day before I checked in December 2021, and there was no leasing documentation available. I immediately called the leasing office, had to leave a message and nobody called me back. The next day, or soon there after, I went to the office to see what was going on, and I was informed by the Assistant/Leasing Manager, that because my son, whom was forced on my lease, as I am a 100% disabled veteran with PERSONAL MILITARY TRAUMA PTSD, and my son comes to check on me, and if Im having troubles one of four of my boys will come by and help me. They may even have to state with me for a couple of days. It was my son during this time that was more available to help me. He had a permanent address with his father. Because my son was assisting me. he was made to be apart of my lease as per management. During COVID, he stayed with me on a more permanent basis, as I am unable to leave my apartment, and my son made sure I had food. So, it was during this November/December 2021 lease that I learned the lease I had signed was removed by *******************. She told me I would have to choose another lease, and at that time, I was taking online classes, and planning to move from Indiana, and had begun signing 6 month leases. The new options provided were not suitable, were $200-$300, more, so I contacted Edward Rose and Sons, the corporate owners, in a couple days, I was called by ***********************, complex manager. He assured me that due to my original lease I could go month to month, and only pay $43 more. He asked me when I would to move out, I gave him a date of June 16, 2022. But, since my son was with me, that date changed. I was going to need to leave 8/2022. Now they are trying to force me out by threat if eviction! Lots more

  Business response

  06/09/2022

  On August 17, 2021, Edward Rose & Sons (Latitudes Apartments) sent ******************************* who was in a current expiring lease, renewal lease proposals to renew her lease.   ****************************** signed a renewal lease on November 2, 2021 but the completion of creating a renewal lease was pending the Co-Lease holder's ********************************* signature.   ****************** never signed the renewal lease; so, the current lease expired and ************************ apartment rolled into a Month-To-Month status.  
  
  Before the lease expired on November 15, 2021, when the renewal lease was just showing one signature with ********************, since ******************, who is also a leaseholder, had not signed,Latitudes Assistant Manager, ******************** reached out to both parties several times via email and phone calls to see if ****************** was going to sign or what was going on.  ******************** never received a response back via phone call or email.  
  
  As also stated in the renewal letter sent on August 17, 2021, all renewal proposals will expire on November 15; so when both parties did not sign by November 15, 2021, the renewal proposals became inactive.  ******************** never removed or deleted any lease agreement or lease proposals.   The renewal proposals expired.
  
  Also, before ************************ lease expired on November 15, 2021, the Property Manager **************** explained to ******************** she could go month to month as well as different pricing options whether she chose to renew or go month to month or move out.  The Property Manager never said she could go month to month for eternity or any time frame.  In fact, it was discussed that at some point Latitudes needed to remodel ************************ apartment.  These same options were also explained to ******************** in the renewal letter sent to her apartment on August 17, 2021.  ******************** chose not to renew.  ******************** chose to go to month to month status.  
  
  Then on March 16, 2022,Edward Rose & Sons sent ******************** a non-renewal letter stating she had the option to transfer anytime between March 16, 2022--June 13, 2022 OR She must move out at a date of her choosing anytime between March 16, 2022 and June 13, 2022.  Edward Rose & Sons gave ******************** a 90 day advance notice of the June 13 move out date.  
  
  At the exact same time, All Latitudes apartments in the status of month to month were non-renewed on March 16 and sent the same letter.   
  
  I believe ******************** disputes receiving the non-renewal letter sent to her apartment.  However,Latitudes Assistant Manager ******************** spoke with ******************** before April 5th, 2021 about the non-renewal over the phone and ******************** acknowledged the non-renewal on that phone call.  
  
  On April 5, 2022, when ******************** signed the Notice to Vacate form for the current apartment, ******************** put the SAME DATE on her notice to vacate as the date on the non-renewal:  June 13, 2022.    If not from the phone call ******************** and the non-renewal letter sent to her apartment; then, where did she get June 13 from?  
  
  Like the renewal lease,****************** did not sign the notice to vacate form.  Actually for apartments in the non-renewal status, Edward Rose & Sons does not require a notice to vacant form, but we do like to use the form to acquire a forwarding address and other relevant information.  
  
  We are confident, *********************** apartment has been notified through letter and phone calls that her apartment was non-renewed with a move out date of at least by June 13,2022.  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to turn attention to the following situation I am experiencing with my current apartment complex I am leasing with, Waterfront Apartments. On Saturday, May 14, 2022, I reached out to the rental and maintenance office to inform them that there is growing black mold in my apartment. I did not hear back from them until Tuesday, May 17, 2022. I explained that the mold is growing and is all over my apartment, I have a disabled son who is not mobile and unable to move around which in turn, he spends a lot of his time on the living room floor. I further explained that the mold is traveling throughout the apartment and is in fact on the floor, walls, and my personal belongings to include my furniture. I expressed the importance of needing an inspection conducted on the apartment to locate the reason for all this sudden mold appearing throughout my apartment.The individual stated that they will send someone to inspect it. They sent the maintenance man and he just looked at the mold and insisted that it would go away. He came back and painted white paint over some of the mold and said its good for now. I again, expressed that this is not going to go away and that I am in fact not only myself, but my son too is getting severely sick by staying in the apartment due to the mold. They then stated they cannot do anything else. The maintenance man didnt even conduct a mold test at any point while inspecting my apartment. I had to go out and purchase my own mold tester and when I tested just one area that didnt show mold, it tested at ****%. I reached out to my renters insurance company and explained the situation. Unfortunately, renters insurance does not cover mold due it being a structural issue and I am not at fault. I was given 6 days in a hotel by my insurance company, but that time is running out fast and nothing has been done to my apartment to correct the situation.The rental office refuses to move me out of the apartment nor allow me out of my lease.

  Business response

  06/03/2022

  On Tuesday 5/17/2022, we came into your apartment home and were able to eliminate any growth that was shown on your coat closet, which was the only area effected. Since you did not feel comfortable with our repairs, we were able to put you into a hotel for the night of Tuesday. We had our remediation specialist inspect the apartment home on the morning of Wednesday 5/18/2022. The remediation specialist deemed that there were no elevated moisture levels detected in any accessible areas. He did identify several areas including the closet and beneath the kitchen sink that needed to be wiped down, but again he did not give us the recommendation that there was an active leak or elevated moisture readings. After taking the specialist recommendations, our maintenance team went beyond the recommendations and replaced the affected area in the closet and the area below the kitchen sink. During the repairs we were able to offer another additional hotel stay so you were not in the apartment during the time the repairs were being completed. All the repairs in the apartment home were completed on Friday, 5/20/2022. After all repairs were made, we recommended running the air conditioning in your apartment home to have air moving.

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