ComplaintsforCascade Falls Apts

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The front office of this complex told me that they will not fix my air conditioning unit because they don’t process those request in the “winter”. The temperature outside is 60-65 degrees and my apartment temp is pushing 78 degrees. At night it won’t go colder than 75. I can not leave windows open over night due to my 3 year old son and 2 cats. They also informed me that they shut off the air conditioning during winter, however that is a lie due to the fact that I have had mine running throughout the winter on warmer days due to the sun heating up my apartment past 72 degrees. I was never informed that they turned off the air conditioning nor was I told during the leasing processes that they don’t fix air conditioning units in the winter. They also lied to me about the condition of the apartment upon moving in. I have had to put in multiple emergency maintenance requests since moving in in October.

  Business response

  03/04/2024

  Cascade Falls Apartments is on a boiler system meaning that you can utilize heat during winter, (set to whatever temperature you like,) and during summer months, you can use central air (set to whatever temperature you like.) Right now, as it is only early March with temperatures dropping below freezing still at night, all units on the property are currently set to heat.

  If we switch the unit from heat to AC, not only do we risk freezing the water lines in the unit when temperatures drop, which could potentially flood the tenants unit as well as the one below, but we also risk that the tenant in the unit will not have adequate heat.

  This complaint stated that we would not "fix" the AC, however the AC is not broken, it is just not used during this time of year. If the AC is found to not be working in the summer, it would likely be due to the tenant using it in winter which can damage the entire AC unit. Once we reach steady temperatures at night of 55 degrees and higher, in the Spring, we send 24-hour notices to all units stating that we are entering the unit to manually switch the system over from heat to AC, at which time, the heat will no longer be functional.

  There is nothing that site staff can do to change this system. While we understand not wanting to open windows, unfortunately during the transition from winter to spring, it may be necessary at times. We strongly advise the tenant to NOT run the AC during winter months as it will fry the system that is over $6,000. If the tenant ran the AC previously in winter months and felt that it was working, they likely felt cold air from outside entering the air return in the unit.

  We apologize that the tenant has had several emergency calls placed since moving in. All issues were resolved promptly and upon the tenant's request. 

  None of the emergency issues that have occurred in the unit could have been predicted by the staff working here and our aim has always been to handle all concerns promptly and professionally. 

  Customer response

  03/05/2024

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/8/24 $1296 and it supposed of been $1208 paid $1115 on 12/20/23 also paid 200 fee for hold on apt and process. pipes burst and ceiling cave with water pouring down on all clothing . you can look and tell they never painted unit and the smell like mildew in carpet throughout the home. there are spots thats black mold . Bathroom toilet not bolted down or shall I say safety hazard for my childrens. master bedroom still have moist and black spots in corner. master bathroom after 4 showers it starting to mold up in cracks . im very concern about the living condition here . The city inspector **** was out on property 1/28/24 . vent to hot water tank look like it was never clean or filter change . there been multiple ppl in building stated to me no one live in your unit long 30 to ***************************************************************************** due to hearing multiple ppl complaint about the same issues over here ppl moved out every day

  Business response

  02/09/2024

  Resident ********************* applied for unit **** on 12/9/2023. Her application contained proof of income, but did not indicate that she had a housing voucher. Resident's application was denied due to insufficient income to support rent (our requirement is that gross income must be 3x the rent.) We have an option for denied applicants to pay an additional deposit through what is call the "Guarantor's program," and that allows us to overturn the denied application. This is what we did for Lamona. At no point during the application process did ****** advise any staff that she was planning to use a housing voucher. On ******'s move in day, she notified the office staff for the first time that she had a voucher and wanted us to fill out an *** packet.

  Property Manager ******************* advised the leasing staff that the *** packet could not be filled out, as AMHA must complete an inspection of the unit prior to the tenant moving in. AMHA does let the tenant know this as well and they do advise the tenant to not sign a lease until they see how much AMHA can offer for rent, and if the landlord will accept that amount. The tenant decided to proceed with her move in and signed a lease which was $1,511 per month.

  ****** was unhappy that the manager ***** did not fill out the *** packet. After ***** and ****** spoke within the next day or two, ****** informed ***** that AMHA COULD in fact accept an *** packet after the tenant had already moved into the unit. With this information, Property manager ***** did fill out the *** packet and return it to the tenant by the next business day.

  AMHA then reached out to the Property Manager ***** and "made an offer" for the rent. AMHA offered $1,227 for the rent, meaning that Cascade Falls legally is not permitted to charge more than that amount. The amount for the unit is $1,511 and Cascade Falls ownership does not permit staff to negotiate rent. At this point, Property Manager ***** advised AMHA that we could not accept this lower amount. ******************* was not happy with this.

  As a courtesy, Property Manager ***** offered to transfer ****** to a cheaper 4 bedroom unit that had similar amenities, in the hopes that ****** would then be able to utilize her housing voucher. There was only one unit on property (4 bedroom size) that had a lower rent price. ****** obtained another *** packet from AMHA, which was promptly filled out by Property Manager ***** and returned to Lamona, for the unit that was priced lower. (Unit 1311)

  Unfortunately, AMHA then notified Property Manager ***** that despite the new unit's rent being lower, their offer was still the same amount. The offer was $1,227, with the unit rent being $1,399. At this point, ****** was advised both by AMHA and by Property manager ***** that she would unfortunately NOT be able to use her voucher as our rent prices are just too high. ****** stated that she would like to continue staying at the property but would like to move to the lower priced unit. She was aware that she could not use her voucher, even if she did transfer units. Typically, when a tenant completes a unit transfer mid-lease, there is a transfer fee of $500. At this point, ****** had been in her current unit for a few weeks. Property Manager ***** took it upon herself to seek approval from upper management to reduce the amount of the transfer fee, to aid ****** in the transfer and reduce her expenses. ****** was notified that she would need to pay a reduced transfer fee of $250, along with her February rent and utilities no later than 2/5/24 (the last day to pay rent before it becomes late.) The new unit was available on 2/5, so what ****** was asked to pay was just the reduced transfer fee, and the rent for the month of February for the new unit (as well as her utilities that are bundled with rent.) 

  After emailing Lamona this offer, Cascade Falls did not hear back from Lamona until she emailed stating that she moved out of the unit. 

  As an aside- during the time that ****** did reside in unit ****, she experienced a leak. A man who is not listed on the lease who identified as "****" came into the leasing office and notified Property Manager ***** of a leak in the unit. Maintenance was immediately dispatched and at the unit within 10 minutes. The leak was fixed, but to fix the leak, drywall had to be removed from the ceiling in the laundry room area. ****** came into the office shortly after **** did, and spoke with Property Manager ***** about the leak. ***** advised ****** that the leak would be fixed that day, and then she would be contacted early the following week regarding a date for drywall repairs. 

   

  The following week, ***** emailed ****** about drywall repairs that she had contracted out with a seperate company to complete. After coordinating a date for repairs with ************************** then asked ***** to cancel the repairs as she had an appointment with Fair Housing. ***** then offered a secondary date for repairs, to which ****** did not reply. 

  ****** also states in her complaint that the health department was at her unit, which we do not believe to be true. When the health department completes an inspection, the property is mailed a letter certified mail and given a timeline to fix a specific issue. The property is yet to receive anything from the health department. The health department WAS at the unit next to ******'s unit, for an issue that a seperate tenant was experiencing, which has since been resolved and passed health department inspection. 

   

  Lamona ended up voluntarily moving out of her unit on 2/6/2024. Cascade Falls is not seeking to charge her any penalty fee- despite the fact that she broke her lease. Cascade Falls plans to email her a final statement of her account next week, which will only include a prorated amount of rent being charged for the time period during February that ****** resided in the unit. 

   

  Additional documentation including emails from Lamona and the Property Manager, and updated time-stamps memo's of interactions with Lamona can be provided upon request or if necessary. 

   

  Thank you. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I have been a resident of Cascade Falls Apartments for more than 8 years. Currently it costs over $10K a year to live here. My carpet desperately needs replaced. It is over 12 years old. It is unsanitary and unhealthy to walk on carpet over 5 years old. I have requested new flooring since I initially signed my lease. Our unit has paid over $74K dollars to this community. We have endured over four rent increases totally over $380.00 plus an added utility bill of over $100.00 for water. I have asked more than 5 managers to replace our flooring. Our carpets are steam cleaned yearly. They are thin, fragile, unsanitary and utterly shameful. I am embarrassed for company to see them. They are loose around the floor boards and can not be stretched. This situation has been a deep sorrow for almost a decade! Every year I ask Cadcade Falls to replace our flooring. I am given a host of excuses ranging from there budget, my pets, or moreover I’m still living within the home. Stop! Stop making excuses, This agency uses unfair scales and measures. The carpet is outdated. Period. It was in need of replacing when I initially signed our lease. I want to live in a beautiful home. No one should be treated like this. I understand I may need to move furniture from room to room as this disgusting and foul flooring is uprooted and replaced. I am willing to empty our entire home if needed, I am grateful for the Better Business Bureau. You help people who are being taken advantage of. Please help our family. We enjoy the benefits of our area. When it comes to our carpets, I am ashamed to have company. New flooring for this unit should run between $800-1600 and I have paid this through rent 100 times over. I would also like to have our air ducts professionally cleaned. In over 8 years it has never been done. Black residue surrounds our air ducts and vents. Thank You for your patience and kindness with this dire request, Blessings.

  Business response

  04/29/2022

  [BBB transcription of email received from business]

   

  From: Cascade Falls Property Manager <********************>
  Date: Fri, Apr 29, 2022 at 12:43 PM
  Subject: ******* ******* *********
  To: ******************** <********************>
  

  
  
  

  Hello,

  My name is Emily **** and I am the Property Manager at Cascade Falls Apartments. I am writing in response to the complaint you received from our resident ******* *******. I have done a walk through inspection of her unit since receiving her complaint, and I have taken photos of her carpet and sent them into upper management for their review. Generally speaking, we do not replace carpet once a unit is occupied and it is the resident’s responsibility to maintain the existing carpet. Nonetheless, I have sent the photos to upper management to see if they deem it necessary to replace. Ms. ******* did recently have an AMHA inspection, however the carpet did not fail inspection as a safety hazard. We also do offer a yearly carpet cleaning as incentive to renew the lease, which is at our expense. Air duct cleaning is not a service that we offer, however the resident is welcome to do this herself if she wishes.

   

  Thank you for your time,

   

   

  Emily ****

  Property Manager | Cascade Falls

  Customer response

  05/27/2022

   I am rejecting this response because:
  
  I would like to have our carpets replaced. 

*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. ↩