ComplaintsforMonarch Multifamily

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this apartment June of 2022. I have since experienced numerous problems and issues with this unit, and I have tried my best to be understanding about the issues. The two biggest issues are the roach infestation and my oven not working at all for over three months. My first complaint about the roach and bug infestation was on August 21st. I had seen a ton of bugs the first few weeks of moving in, and I even mentioned that in the maintenance request. This is also the first time I have ever dealt with roaches in the four years I have been renting with other companies. The Columbus pest control has come to my apartment and sprayed five times now. One of the guys found a dead mouse behind my oven when he was spraying. After talking to the maintenance person, I figured out the other apartments do not get treated. The request I put in on February 27th I stated that all of these units had to be infested with roaches, due to the alarming amount I have seen and killed personally, in my unit alone (at least 30+). Majority of the roaches that I see, I will kill; I even designated a shoe to killing them because I see them daily. They have crawled out of everywhere, and in every room. I came back from vacation on January 2nd to find my oven buttons not working and ended up putting a request in on January 31st and my oven was not fixed until the last week of March, and I had to put in multiple requests because they kept marking that it was resolved. I emailed Brittany Lane on March 31st a letter addressing my complaints with the apartment, their lack of being able to fix my issues, and that I wanted my rent to be lowered for my remaining three months. I will attach photos of the responses that I received back. I am now asking that I get refunded for five months of stay, due to the amount of money that I had to spend eating out when my oven was broke, my AEP bill being high because the heat does not work, and because the chances are high that I take a roach with me.

  Business response

  05/17/2023

  I am sorry to hear you have been experiencing these issues. As you expressed, we have done consistence pest control in your home to prevent and get rid of any current issues. We would be happy to continue to treat the building until the issue is resolved however this matter is also a group effort as pests are attracted to dirt, garbage and sitting foods/oils. We ask all residents in the building help in this effort. As for your maintenance request, we are at the discretion of our client, the owner, who handles all maintenance related requests in which we are not authorized to complete on the property. The owner expresses endless attempts to reach you to resolve the issues with no contact back. If you would like to submit any further issues you're welcome to call the 24 hour maintenance line and/or submit through your online portal and we will immediately escalate issues to ownership. 

  Customer response

  05/17/2023

  From: '****** ********' via Dispute Resolution - Shared Inbox <disputeresolution@centralohio.bbb.org>
  Date: Wed, May 17, 2023 at 4:03 PM
  Subject: Adding to BBB complaint
  To: <disputeresolution@centralohio.bbb.org>
  
  
  Hello! My name is ****** ******** and my complaint number is #19993699
  Here are photos I would like to include in my complaint.
  
  
  Thank you,
  ******
  Sent from my iPhone

   

  ***see attached

  Customer response

  06/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19993699
  
  I am rejecting this response because: my correct phone number has been in the portal since I moved into this apartment. No one has contested me. There have been multiple people now that have said this owner is trying to contact me, in which I always respond with my phone number, yet no owner has ever contacted me. Also, the pest maintenance person’s have each told me how clean my apartment is, and mentioned that this has been an ongoing problem for this complex awhile now. All of my food is in sealed containers and I am an extremely clean person. I have experienced this problem since the first day of moving in. I also have talked to the neighbors and they mentioned the roach infestation going on for years now. The neighbors children talk about the roach and ant infestation like it’s completely normal. The outside of this apartment is covered in trash, which I have made multiple complaints about that, only one of which actually got cleaned up. The trash is only around our apartment complex, all the other buildings are clean. There is also the issue that my heat was broken for the coldest months in the winter. On top of that, my oven was broken and would not work at all for OVER three months, and I had to put multiple complaints in for it to be fixed because you guys kept marking that is was completed, even though no one came out to fix it. This resulted in me having to eat out constantly, spending money that I do not have. I am very nervous to move out of the apartment because the chances are extremely high that a roach ends up in one of the boxes. I am asking that I am compensated for five months of my rent. 
  
  Regards,
  
  ****** ********

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