Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple mold issues in apartments

  Customer Answer

  Date: 02/10/2025

  Problem:
  Slumlord said they fixed the mold issues after trying since September 2024 to get them to remedy the issues. Since fixed did another mole test and have have since came back with suspected mold. Will be sending out test to have verified that there is still mold in the apartment. There is leaks in the upstairs hallways of the complex as well.
  
  Desired Outcome:
  Terminate lease

  Customer Answer

  Date: 02/11/2025

  More documents to this address
   From: OSU LiVE <******************************>
  To: ***** ********* <**********************************>
  Received: September 26, 2024 5:55:14 PM EDT
  Re: Urgent: Lack of Access to Renters Portal and Unresolved Maintenance
  Issues
  Yes it does you just have to hit the download option not view option
  On Thu, Sep 26, 2024 at 12:19 AM ***** *********
  <**********************************> wrote:
  The one on the portal does not have the land Lords signature
  Sep 25, 2024 17:58:10 OSU LiVE <******************************>:
  Itis on the portal.
  I need to schedule a date and time for maintenance to come in.
  Maintenance hours
  monday through friday 10am to 4pm please send 2-3 days of dates and
  times for
  us to access your unit to complete orders.
  On Wed, Sep 25, 2024 at 12:05 PM ***** *********
  <**********************************>
  wrote:
  on it
  I'm able to sign in but I can't find a copy of the lease with the
  landlord's signature
  Sep 25, 2024 11:42:17 OSU LiVE <******************************>:
  We show the portal is ok for you to sign in. Are you still having issues
  signing
  in?
  On Wed, Sep 25, 2024 at 11:30 AM ***** *********
  <**********************************>
  wrote:
  Please respond this is urgent and you are legally responsible to keep a
  safe
  living environment for me and other tenants
  Sep 23, 2024 09:01:30 Outlook <**********************************>:
  Subject
  Dear Leasing agent
  I am writing to follow up on my previous communication from last week
  regarding my inability to access the renters portal. As a result, I am
  unable
  to submit maintenance requests or make rent payments through the portal.
  Additionally, the issue of mold in the apartment, which I brought to
  your
  attention last week, remains unresolved. This is a matter of concern,
  and I
  kindly request that you address both the portal access issue and the
  mold
  situation as soon as possible.
  Please let me know how these matters will be handled.
  Thank you for your prompt attention.
  Sep 18, 2024 08:45:50 Outlook <**********************************>:

  Business Response

  Date: 02/13/2025

  Thank you for your concerns and information. Our office has had the time to review the filed complaint and attempt to address all issues related to this property. We understand your concerns for mold in the unit and issues with portal access.
  Please see attached pictures as we have attempted to discuss how to activate your portal (you are currently inactive), however, your sons portal has been active since move in. We responded to your emails with how to access the signed lease as well, there is a downloadable PDF for every tenant that signs with us on the portal.
  As soon as we were notified about the issues within the apartment, we attempted to enter the unit with 24-hour advanced notice, however, the doors were barricaded closed. After being denied access multiple times to assess the situation in the apartment, we contacted family members (yourself included) so we could enter the unit. Once allowed entry, upon inspection, we did identify peeling paint and needed dry wall repairs (discoloration, cracking etc.), however, no mold was found during this time. We also did our own test kit, which did not show mold growth in the apartment. Please see attached photos for all dry wall repair performed in unit.
  There was a leak in the buildings hallway that was identified in December, during which time the roof was covered in several inches of snow. Once we identified the leak, we had a roofing company fix the issues in the roof once they were safely able to do so. This leak was not present within the apartment itself.
  We have had alternative units available for the tenant to move to during this time. We have discussed the sublease process as well. We would be happy to further assist.

  Customer Answer

  Date: 02/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22831264
  
  I am rejecting this response because: The door was not barricaded and it took you from September ********************************* to help, we have done multiple mold test and mold is still present. You only scraped off old paint and covered over the mold! The mold has made our sons chronic illness worse per doctors, he is ill and can not work. As for another apartment he is no longer employed because of his illness, we have asked you to sublease but you have not. If you can that would be great! We are still asking for a termination of lease. Thank you.
  
  Regards,
  
  *** *********

  Customer Answer

  Date: 02/13/2025

  Heres a strong yet professional rejection response:
  Subject: Response to Property Management Claim

  Thank you for your response and the attached documentation. Unfortunately, your response does not adequately address the serious concerns raised regarding the living conditions in the unit.
  1. Mold and Health Concerns: The health of my son has been severely impacted during his time in this apartment. Your use of a basic test kit is insufficient for identifying hidden or toxic mold. Given the visible damage and the health symptoms directly correlating with mold exposure, your conclusion that no mold is present is unacceptable without a thorough investigation by an independent, certified professional.
  2. Denied Access Claim: The assertion that you were denied entry multiple times is false and misleading. We have always been open to resolving these issues and facilitating access for necessary repairs.
  3. Failure to Address Root Cause: While some drywall repairs were performed, there is no indication that the root cause of the damagemoisture and potential moldwas properly remediated. Surface-level repairs without addressing underlying issues are insufficient.
  4. Relocation Offer: The alternative units offered are not a solution without confirmation that they are free from the same environmental concerns. We require assurance of a safe and healthy living space.
  
  
  At this time, I must reject your explanation and resolution as it fails to meet basic health and safety standards. We demand an independent mold inspection and immediate remediation as necessary. Please confirm how you plan to proceed.
  
  
  Sincerely,
  ***** and ******** Holtevert 
  
  
  

  
  

  Customer Answer

  Date: 02/17/2025

  There is still mold in this unit, we would be happy if the management team could list the apartment for us and let my son out of the lease as of now his health is what matters and the mold is making his chronic disease worse. Please have empathy and understanding. Thank you 

  Business Response

  Date: 02/17/2025

  We have reviewed your response as of 2/15/25, at this time we are relying on our mold tests that indicated no results, the same equivalent of test you performed.  If you wish to have an independent assessment you are free to do so. On many occasions, our office staff was unable to respond to maintenance requests for repairs, please see attached pictures of proof. We have been unable to identify what you call a root cause of your concerns and once we were able to access the unit, there was no excessive moisture found. The only area susceptible to moisture is in the bathroom if not using the ventilation system installed. There are available units in our other buildings throughout the campus available for immediately move in.

  Customer Answer

  Date: 02/18/2025

  Mold still found in unit 103 and possibly in the basement and other units 

  Customer Answer

  Date: 02/18/2025

  Mold still found in unit 103 and possibly in the basement and other units 

  Customer Answer

  Date: 02/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 
  Subject: Rejection of Response Lease Termination Due to Mold & False Claims 
  
  
  Dear **** Beatley,
  
  
  We are rejecting your response regarding our lease termination request for the following reasons:
  1. Mold Contamination Independent tests have confirmed that mold is still present in the unit, making it unsafe for habitation. Despite our repeated concerns, proper remediation has not been completed. Living in these conditions poses a serious health risk, and we cannot remain in an environment that threatens our well-being.
  2. False Claims About Maintenance Access You have stated that maintenance could not access the unit for inspection, which is completely false. We have never prevented access, and there is no legitimate reason for any delay in addressing the mold issue. Your misrepresentation of the situation is unacceptable and further justifies our request to terminate the lease immediately.
  
  
  Due to these ongoing health and safety violations, we are asserting our right to terminate the lease without penalty. We request a formal written acknowledgment of our lease termination. If this matter is not resolved promptly, we will take further action as necessary.
  
  
  Sincerely,
  ***** & ******** *********
  ************
  ************************************
  This version is firm and professional while clearly stating your position. Let me know if youd like any modifications!
  
  
  
  *** *********

  Customer Answer

  Date: 02/19/2025

  Got it! Heres the email without ***** and ******** ********* included:
  Subject: Response to Mold Test and Maintenance Issues
  
  
  Dear **** Beatley and ***** ******,
  
  
  Thank you for your response. However, I must reject your conclusion that there is no root cause for the issues in my unit. Multiple maintenance-related concerns have been reported, including:
  1. Upstairs Air Conditioning Leak Per maintenance, there has been leakage from the air conditioning system above.
  2. Sewage Leak in the Basement A serious concern that could contribute to contamination and air quality issues.
  3. Roof Leaks Confirmed by an upstairs tenant, indicating structural moisture issues beyond my unit.

  4. The ceiling above my bathroom tub shows signs of leaking inside the access panel to the pipes. 
  
  
  These known water intrusion issues directly contradict your statement that no excessive moisture was found. As moisture is a primary cause of mold growth, these unresolved leaks remain a valid concern. Additionally, the history of delayed maintenance responses, as acknowledged in your email, may have contributed to worsening conditions.
  
  
  At this time, I do not accept relocation as a solution without a full and independent assessment of environmental conditions. We would like a termination of lease!
  
  
  You may reach me at ************************* or ************ to discuss this matter further.
  
  
  Sincerely,
  ***** & ******** Holtevert 
  

  
  

  Business Response

  Date: 02/19/2025

  We have concerns that these continued complaints are steming from financial incentives to break the lease per conversations we have had with tenant and parents. All repairs have been taken care of and inspected thoroughly. We have also provided resources for subleasing process and/or many alternative options for housing. The responses that the Holteverts are currently posting on BBB are being generated from ChatGPT which we do not find acceptable. Furthermore, per our leasing manager documented notes 1/02/24,"mom just wants her son to come home and not live on own anymore due to his disability". 

  Customer Answer

  Date: 02/20/2025

  This is not true! The mold is still in the apartment!!!! And i never ever said I want him to come home because of his disability, thats a false statement!! We are still seeking end lease, as for the sublease we do not feel comfortable with this because the apartment is causing our sons systems to be worse.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a predatory company that has made verbal promises to my daughter (whom I am the guarantor for) and her roommates. The follow promises were made throughout the leasing process:-in October 2023, the unit was shown by ****. She showed us the unit next door that was completely remodeled and upgraded and told us the unit we were looking to rent would be undergoing a complete remodel and would be complete by March 2024 and we could come back and see it. We signed the lease based on this information. -we called back in March 2024 to inquire about seeing and write told it would be ready in April. - we called back in April and they told us it would now be July. -in July, they said they were just waiting on the floors to be installed and it would be done by move in day.-We move in tomorrow and still have not seen it.-in addition, we called in July to request to move in 4 days early on 8/15 and were told that the weekend would be free but any days before that would be $20/day.- we spoke with ***** a few days ago, she said she felt terrible and would make sure the stairs carpet would be removed, wed have new stainless steel appliances, new toilets, and have the entire apartment cleaned by move in 8/15.- we spoke with ***** this week and she is now stating that **** who helped us initially was fired and no longer works for them. That it will be $350 to move in early even though we have paid the full amount of rent for the month of August. We are also told that since we are moving in early they are not obligated to do anything and that we are not her priority because of the amount of rent we are paying. The treatment, misinformation, deceptive and predatory practices are horrible, and we deserve what was promised to us upon signing the lease before we take legal action.

  Customer Answer

  Date: 08/29/2024

  
  ******* ******* <************************************************>
  Attachments
  Aug 15, 2024, 3:23 PM
  to disputeresolution
  
  Update-
  Upon move in today, we arrived to a filthy disgusting apartment. Carpets have old stains, the floors and cabinets have old food encrusted on them, unknown substances that could potentially be mold, no shower curtain rods or clothing rods. Upon arrival the code we were given to the lock box didnt work and delayed our move in as well.
  Nothing had been cleaned, there was no hot water, no new appliances delivered, nothing upgraded or remodeled as promised. Since our complaint we uncovered additional reviews on ****** where tenants were made promises of renovations in order to be talked into signing a lease, and then this company bait and switched them and did nothing they said. This is a common practice for this company. Please see attached pictures for the state of this apartment when we walked in. To be told you only pay our lowest rate, you are not our priority after additional promises were made is simply horrible.

  Customer Answer

  Date: 08/29/2024

  
  ******* ******* <************************************************>
  Attachments
  Aug 15, 2024, 8:41 PM
  to disputeresolution
  
  This is what is advertised online for their address, for the same amount of rent they are paying and what they were shown and told it would look like when they move in. ($2500/month). As you can see it looks nothing like this in the pictures.

  Business Response

  Date: 08/30/2024

  
  
  2169 D
  
  Our office has had the opportunity to review the filed letter and attempt to address their concerns.
  1)        This location is a 4-unit apartment building and the rent for their unit is $625 per person per month. Other units rent for $700-800 per person per month.
  2)        This unit has been updated and has new floors, new stair treads, new stainless-steel appliances, new toilets. Was painted and cleaned before move in.
  3)        The tenants moved in before the lease started and paid $17.50 per person per day for this privilege.
  4)        The total rental amount for the period of August the 19th 2024 through July 26th, 2025, equals the exact amount that each person is paying per month.
  5)        The residents of this unit were shown various other units at different locations and at different price points. In this particular building, there are three different rents depending on the unit I.e. different amenities, views, and remodeled conditions. It was determined that the existing kitchen was not in need of replacement and this was reflected in the rental amount that was agreed to between the parties. Units with new kitchens were available at other locations but at a significant difference in price. We do not believe that there was any deceptive or predatory practices that resulted in the tenants agreement to rent this unit at a lower price point than other available units.
  6)        The tenants upon move-in worked with our management staff to prepare a list to address their concerns that at this point have all been completed. This list was agreed upon tenants and our management staff. If there are other concerns about remaining items in the unit, they should submit work orders to our office so we can address them in a timely manner.

  Customer Answer

  Date: 09/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22144511
  
  I am rejecting this response because: 

  Our office has had the opportunity to review the filed letter and attempt to address their concerns.
  1)        This location is a 4-unit apartment building and the rent for their unit is $625 per person per month. Other units rent for $700-800 per person per month.
  

  What other units are renting for is irrelevant and this notation further proves that we were told you pay the base rate, you are not a priority the week of move in when we were inquiring when the things promised would be complete. We simply want what was promised which was a fully remodeled unit as advertised on ********** and told verbally to all tenants when agreeing to sign the lease. 

  2)        This unit has been updated and has new floors, new stair treads, new stainless-steel appliances, new toilets. Was painted and cleaned before move in.
  
  This is not what was promised and agreed to The flooring was replaced in the living room and hallway. Thats it. The kitchen and bathroom floors are old and disgusting, and the carpet in all 4 bedrooms is old and has multiple stains. The stair treads were laid on top of what appears to be spray painted stairs and coming up at the edges due to be laid on wet paint. As of your response, appliances had NOT been replaced as promised and were only delivered on 9/4 after you received our message and after your response above. As per the pictures sent clearly the unit was not cleaned nor was anything painted- the walls still had food encrusted on them from the previous tenant as you can clearly see in the photos as well. 

  3)        The tenants moved in before the lease started and paid $17.50 per person per day for this privilege.
  

  This is not the case. The charge was $350 total, please provide a breakdown. 

  4)        The total rental amount for the period of August the 19th 2024 through July 26th, 2025, equals the exact amount that each person is paying per month.

  
  5)        The residents of this unit were shown various other units at different locations and at different price points. In this particular building, there are three different rents depending on the unit I.e. different amenities, views, and remodeled conditions. It was determined that the existing kitchen was not in need of replacement and this was reflected in the rental amount that was agreed to between the parties. Units with new kitchens were available at other locations but at a significant difference in price. We do not believe that there was any deceptive or predatory practices that resulted in the tenants agreement to rent this unit at a lower price point than other available units.

  They were specifically told that their unit would have a complete remodel including the bathrooms and floors. The unit we were shown as comparable to what it would look like upon move in was not even in the same building and the one advertised online to my knowledge is not in the same building with that address. Again, this is deceptive and a bait and switch tactic that is unacceptable. 
  

   6)        The tenants upon move-in worked with our management staff to prepare a list to address their concerns that at this point have all been completed. This list was agreed upon tenants and our management staff. If there are other concerns about remaining items in the unit, they should submit work orders to our office so we can address them in a timely manner.

  This is not factual. The tenants have been met with nothing but rudeness and disdain, and have been brought to tears by the rental office staff on more than one occasion. 
  

  We would like the following completed to remedy the situation. 
  
  #1- The tenants and movers spent hours cleaning before their things could even be moved in. $200 credit and reimbursement of the early move in fee is requested.
  #2- stainless steel appliances installed by 10/1 (this is now complete)
  #3- new carpet in bedrooms and new flooring throughout kitchen and bathrooms installed by 10/1
  #4- reduce rent to $575/person since kitchen and bathrooms were not remodeled and you falsely advertised the apartment online as remodeled and verbally said the same upon executing the lease OR complete the remodels as requested by 11/1 and reduce rent until complete.

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