Complaints
This profile includes complaints for Link Real Estate Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/28/2023
Type: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.
They made me an unauthorized charge of 780 and now they are charging me 1069. I have evidence and conversations with them that they would not charge those charges since they had a contract with CGI and they were killed for breach of contract. I lived in that complex about a few months ago. Let me know with the time that they require by law to move before and Section 8 canceled the contract for non-compliance. The apartment where I lived had black fungus, liquid on the walls and floor. electrical short circuit problems and more. I never wanted to fix it, only the maintenance guys would look and that's it. then Cgi canceled the contract and it was clear he said that I did not have to issue payment notices nor did they charge him anything. I have many photos and evidence that proves what I say.
Business Response
Date: 09/12/2023
Hello! Thank you for reaching out to us with your concerns; we apologize for any inconvenience this has caused. I've escalated this to our accounting team and Regional Performance Manager. The account has been removed from collections and the team is working to adjust the account balance accordingly. Thank you!Customer Answer
Date: 09/12/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20526648
I am rejecting this response because:
Regards,
******* ******I do not accept those charges since they were not clear about them. I even have evidence that they tell me that the amount is much smaller. Also, the person who canceled the contract was section 8 because you failed to comply with the contract. The apartment was full of black fungus, water everywhere, electrical problems where water passed and other things to which you always made superficial fixes. I oriented myself with cmha and cgi and they said that you had a contract that you breached. They also charged me $780 that they had already debited from the account knowing that section 8 penalized them for non-compliance.
Business Response
Date: 09/13/2023
Hello! Can you please clarify the requested outcome? The balance has been waived and reflects a $0 balance. Please let me know if there are additional concerns you would like to address. Thank you!Customer Answer
Date: 10/03/2023
I had already filed a previous complaint which they closed.
I provided all the information and more, but even so they came to the conclusion that you would not do anything, so I am submitting it again because it seems inappropriate to me. Besides, one tries to explain but they don't have anyone who speaks my language. This company made an unauthorized charge to me for the amount of $780 which they debited. In addition, they continue to charge me extra when the cancellation of the contract was between them and CGI (section 8 cmha), because they did not make the pertinent arrangements. The apartment had black fungus, water filtration problems that passed between the current and more. ultimately endangering health.
In addition, my oldest daughter was not asthmatic and since I lived there she started having asthma problems and they even prescribed inhaler medicine as a result of this.
The point is that they were not supposed to charge as stipulated in CGI's contract with **** but they still did it. Not according to that, the debt is in a collection agency that I go to and they insist that it is correct when the amount is not correct. I am asking that they adjust the actual balance and that they are not charging me the extra. since they know it is wrong. others endanger the health of others. It seems unfair to me that they decide in their favor
Initial Complaint
Date:08/02/2023
Type: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.
I paid my rent through the resident portal on the first of August and it was having technical difficulties and kept telling me error, hours later i received the confirmation for 3 payments of rent being taken out of my account. I emailed the property and explained, they told me to call the portal that there isn’t anything they can do on their part . After i called the portal support they told me that they have to speak to the property manager themselves to resolve the problem. I called the property manager and i was told that they were very busy with meetings and if and when they find the time they will reach out to the portal support. Showing no urgency or care as i explained that my account was over drafted $500. This has been an event that has reoccurred more than once. The unprofessionalism is mind boggling. So i had no choice but to call and dispute with the bank.Business Response
Date: 08/03/2023
Hi ********! I apologize that you’ve experienced frustrations with your online payment this month and want you to know we’re working with the appropriate support services to have a resolution as quickly as possible. I connected with your property manager and reviewed your account history and communications to better understand the situation. I do see that a double payment was submitted on the evening of August 1st and you communicated the issue and followed up with our team the next day. Shortly after, our team reached out to *******, our online portal provider and was instructed to open up additional tickets with their merchant services department. We have all appropriate tickets open with them and are awaiting a resolution / next steps. We received a response, confirming that they are fully committed to resolving the matter and it is a top priority. I apologize for any inconvenience this has caused. Our team will reach out as soon as we have updates available. Thank you!Initial Complaint
Date:07/07/2023
Type: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.
On 6/5/23 I had to go to my rental office to have them put in a maintenance request for my Air Conditioning not cooling because the service was unavailable supported by a number that was Not in Service on the Active Building portal. I asked when someone would be out to fix my AC and was told there were 110 request ahead of me. I informed the person that I had a medical condition but he seemed to be uncaring. 6/6/23 I went to the rental office again and was able to speak with the Property Manager. She said the AC was priority and that they were doing inspections on 6/8/23 and she would see if they would put Freon in my unit during inspection. 6/10/23 I sent a follow-up email that was unanswered. 6/16/23 I went to the rental office again to ask them when are they going to fix the AC and was told they couldn't give me a time frame. I told him that it is between 86-90 degrees in my apartment, I'm suffering and it's starting to take a toll on my animals and what was I supposed to do! He offered no solution to my problem and said I don't know what to tell you. The property manager was present but said nothing and returned to her computer! 6/24/23, 7/5/23 and 7/6/23 I sent emails all of which has gone unanswered.Business Response
Date: 08/04/2023
**** ****** <************************>
Aug 3, 2023, 1:31 PM (21 hours ago)
to [email protected]
Good Afternoon,
We received a letter regarding the above-mentioned case. ***** ***** is no longer with Birge and Held. As such, we had not received the previous correspondence, so I apologize for the delay in addressing the concerns.
I have spoken with and met with Ms. ***. At this time, her Air Conditioning has been addressed and is working appropriately. We have also addressed the medical condition documentation to ensure this issue does not happen again.
Should you need anything further, please let me know. Thank you.Customer Answer
Date: 08/04/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
*****a ***Customer Answer
Date: 09/26/2024
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.
We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.
Complaint Type:
Contract Issues
Problem:
I resided at Hidden Creek Apartments for 4 years. The last 2 years I was there were unbearable. The complex is infested with coach roaches and mice. The office never responded to issues and maintenance never came out for repairs but would say the work order was completed on our portal! I had enough and saved money to move out. My lease was ending on 8/31/24 for which I gave them a vacate letter on 7/31/24. I requested a walkthrough for which they never responded. I was completely moved out on 8/31/24(Saturday). The rental office was closed for Labor Day weekend so I had no way of returning the keys because they have no drop box so I had to wait until they reopened on Tuesday 9/2/24. When they pulled up my account they were trying to charge me an extra $354 on top of rent that was already paid so they removed that charge and all I owed was the $67 for utilities. She then stated that she would have to accept 9/2/24 as my move out date. I told her the office was closed she said we were open on Friday and I said the 31st was on Saturday. She then said to just pay the utilities and she would close my account. When I asked about my deposit she said I would have to contact the company I originally signed my first lease with 4 years ago to get that back? To add insult to injury I received a email from their collection agency saying I owe Hidden Creek $2,000.00 for unpaid rent because she put my move out date for 9/1/24 anyway when I was moved out by 8/31/24! They are incompetent, unprofessional and liars just to get more money out of people. I did everything legally right! They are wrong and shame on them. I am living a better quality life now and I want Hidden Creek to be held accountable for their poor management.
Desired Resolution:
Billing AdjustmentBusiness Response
Date: 11/25/2024
Thank you for all of the information provided. The lease agreement that you signed requires you to provide a 60 day Notice to Vacate. In addition, if a full 60 day Notice to Vacate isn't provided you will be charged a lease break fee.
If you placed your notice on 7/31 and moved out 8/31 that is not a full 60 day notice to vacate thus prompting a lease break fee to be charged. After further review, the lease you signed states you would be responsible for a lease break fee of $1634. See screenshots below of ****** ***** lease (her initials indicating she agreed and signed at the bottom of each page).Customer Answer
Date: 11/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20288901
I am rejecting this response because:
Regards,
****** ***Customer Answer
Date: 11/25/2024
I found all my correspondence that I gave Hidden Creek after unpacking from my move. I did serve them with a 30 day notice to move in June and another 30 day notice in July.
I understand that this is a new property management that has taken over. They do not know what I had to endure from the prior manager. I moved because of very poor living conditions ( Mice, Rats, Coach Roaches!, No Maintenance Response and the disconcerning Attitude of the office staff ) ALL of the documents were sent to their collection agency. I am prepared to fight this dispute!
Initial Complaint
Date:07/05/2023
Type:Status:ResolvedMore 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.
Leasing company will not return calls, voicemails, or emails. An employee did not follow a signed payment plan that was added to our lease and threatened to evict us if we did not pay the full amount. The apartment is infested with bugs from our neighbor and they are not treating the unit but charging us monthly for “pest control”. I had to vacate the unit for the health of my baby, and they still will not contact me back about this lease and their violations. ***** ********** is the other party on the lease and payment agreement.Business Response
Date: 07/10/2023
Hi ********! I connected with *******, the Regional Manager for your community. She told me she was able to connect with you last Friday (7/7), and I was happy to hear you were able to talk through your issues and concerns. As she mentioned, a treatment has been scheduled for your apartment this Wednesday (7/12) to address the pest issue discussed. ******* also confirmed that you can expect a follow up from her later this week. We try our best to deliver a great living experience for all residents, and I apologize for any inconvenience you've experienced. I hope your experience with LINK and ***** ****** is fantastic from here on!
Customer Answer
Date: 07/25/2023
Hello,
The business never did what they said they would do in their reply. Pest control never came and we still do not have a microwave after 1 month of waiting- they also deleted all of our past maintenance requests. We have not come to a resolution on the lease because the regional manager has been on vacation all month. I have only spoken with ******* once and she was supposed to be looking into this and getting back to me. We have been asking to void this lease based on multiple failures from the company and they are dragging the process out and providing no guidance or solutions.
We have wanted to break this lease since 6/5/23 but the company was totally unreachable for over a month.
We want to move out by 8/31/23.
-******** *******Business Response
Date: 08/14/2023
Thanks ******! I'm going to need to reach out to the Regional Manager. My understanding is that ******** IS a resident, but did not sign the necessary paperwork to be listed as Lease Holder. Due to confidentiality, there are some things that the team can only discuss with leaseholders.
I'll ask what kind of documentation we have that we'd be able to share in this specific instance and followup. I will be out of office this week, but will send updates as soon as possible.
As helpful, the Lease Holder is ***** ********** who had filed a duplicate BBB complaint which is now resolved.
Thank you for your help!Customer Answer
Date: 08/15/2023
Hello,
Please resolve/close this complaint. We have come to an agreement.
******** *******Initial Complaint
Date:06/08/2023
Type:Status:ResolvedMore 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.
My name is *****. I have been staying at the ****** ****** location since October of last year. In the beginning my electric and water account was not available and needed to be paid by the landlord. The charges were back dated and added to my rent and the total amount of the charges(1873) was more than what I could pay. I discussed this with the property manager ****** who provided me an agreement that outlines when the payments are due and the amounts due. My rent payment is due in the 1st of each month and has a 5 day grace period. The payment plan outlines the rent payment of 1286 plus 1 out of 4 payments of 195 will be due on the 5th of each month until that payment plan is complete, I agreed to it and signed the agreement. On Monday June 5 I misunderstood my account and called and spoke with a “new manager” by the name of **** if it was his real name. He acknowledged that he was aware of the agreement and advised it cannot be honored and the full payment of 1873 would need to be paid..even though over the phone he advised me 1482 would need to be paid and any payments after the 5th would void the payment plan. Well when I got my money order on the 5th and tried to take it to the office he refused it because he wanted 1873 instead of what was agreed on legally. He was extremely rude and would not listen to a word I had to see nor did he listen to the other tenant on this lease. She tried making the payment when I had to go back to work and he still refused. We called the Sheriff and there’s evidence of this money order being taken out on the due date. He called the sheriff on us because we expressed sincere frustration on him not simply taking out payment and honoring the signed payment agreement for the back dated charges. He claimed we threatened him when we did not. I kindly explained that if he does not comply with this legal contract that I will have no choice but to get attorney involved. He said I was threatening him and is now refusing to answer callsBusiness Response
Date: 06/20/2023
Hello *****! I'm sorry to hear that your experience living at Adams Pointe was anything short of excellent. I reached out the interim regional manager for this district. She shared that you were able to connect and work through all questions and concerns. I'm happy to hear that we were able to resolve the issue and a lease-break is no longer needed. Please don't hesitate to reach out using the direct contact information she provided if we can be of further assistance. I apologize for any inconvenience this has caused. We appreciate having you as a resident!Customer Answer
Date: 07/25/2023
Unfortunately, nothing has been resolved. At this time, we never received an email or call from the DM advising us as to their decision on our request to break the lease. They keep passing this around. ******* was supposed to provide a response weeks ago. She seems never to be available, and is on vacation again now. My calls are going straight to voicemail, but nobody returns my voicemails. I was told I would receive a resolution this week, and now nobody is available.
Business Response
Date: 08/01/2023
Hello *****,
I’ve worked with the team to understand all communications and options offered to resolve the situation. I understand your frustrations and apologize that your experience has not been ideal. While office hours are subject to change at management’s discretion, communications can be sent online at any time through the Resident Portal. I also understand that our Regional Managers have been in contact with you directly throughout this time as they’ve worked to resolve your issue. Our team has worked hard to find a resolution and offer as much flexibility as we can. My understanding is that we have offered to waive the termination fee of $1500 and dismiss a month from the agreement. Our policies and the lease agreement executed do require a written 60-day notice to terminate a lease. This notice can be supplied by email or a message through your Resident Portal. Your move-out date is listed as 9/24/2023 and there is no option to terminate prior to this date. Our team has done its best to accommodate the lease termination requested. I apologize again for the frustrations you’ve experienced. Thank you.Customer Answer
Date: 08/14/2023
Per voicemail from consumer.
I accept the business's response to resolve this complaint.Initial Complaint
Date:06/02/2023
Type: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.
When I went to pay my rent yesterday 6/1/23 I noticed there was a strange charge attached. The charge says “month to month”. When I went into the office yesterday I told the woman at the front desk about the issue. She then said my lease had ended on 5/13/23 which I was completely perplexed about because I knew myself that the lease was not over until 6/12/23 which I also have a copy of and have proof of. The woman then told me she would send an email to me which I never received. I had to then go back into the office later and have her make a copy of my lease and thats when she said there was definitely an issue on her end. She told me that the issue would be resolved 6/2/23. On 6/2/23 the issue was not resolved so I went back into the office to notify staff. The woman at the front desk then told me when her coworker came back the issue would be solved so again, I left the office in hope the issue would be solved so I can pay my rent. The issue was not resolved by 4pm and they close at 5pm so I called the office again. Another woman got onto the phone with an attitude and said she isn't taking off the charge which would allow me to pay my lease. I then told her that the charge was not right and not apart of my lease and never has been any other time when my lease was about to end. She then hung up the phone which I heard slam. I am now left not knowing what to do. This is not the first time I have faced ************** due to my age or color by the apartment staff. I have experienced issues with different staff members at the apartments ever since I have lived at the apartments since 5/13/21. I am now calling on help because I am tired of having issues with these people.Business Response
Date: 06/12/2023
Hi ******! I’ve reviewed your account, lease and the phone calls mentioned in your complaint. Importantly, LINK and all of our team members practice and adhere to all Fair Housing Practices and Policies, and do not discriminate in any type of housing-related transaction on the basis of race, gender, religion, national origin, color, familial status, or disability. Whether on the phone or in person, our team strives to deliver a great experience and facilitate conversation that is productive and positive for all involved. I am sorry to hear that you did not feel your questions were satisfactorily answered. After reviewing your account, I do see that your lease expires on June 12th. Our policy, as outlined in lease agreements, is that if a new lease is not signed the leaseholder will be charged a fee in order continue renting month to month. Because your lease expires on the 12th of the month, you’ve been charged only a prorated amount of the month-to-month fee, which would cover the 13th-30th of June’s rent. As our team mentioned, month-to-month fees are waived when a lease is renewed. I do see that you were sent a Lease Renewal offer on April 4th at 12:30pm. This renewal offer was sent to the email address provided. Please reach out to our team if you have questions about this renewal agreement or your lease options. You can review your lease and account history any time by logging into your Resident Portal Account. Thanks!Customer Answer
Date: 07/11/2023
I called the office due to receiving a letter in my door about a 3 day notice to leave the property. When I was talking to the manager I asked her to wait a second so I could try to find an email then I was again hung up on when I was about to ask her a question. All I was trying to do was get some clarity about the situation because I am completely shocked and she hangs up which is completely unprofessional. I am now stuck not knowing what to do. I feel as I am treated this way because I am a young black male. I have never missed any payments since I have lived at this apartment since May 13, 2021 and I am still treated like this. I do not know what to do next since this news about me having to leave is so sudden please help. The Google reviews on Hartford on The Lake make it seem like I am not the only person who is treated poorly and more need to be aware of how they conduct business.Business Response
Date: 07/31/2023
Hi ****** - I’ve reviewed your account and the concerns expressed and spoken with the Regional Manager. Again and importantly, LINK and all of our team members practice and adhere to all Fair Housing Practices and Policies and do not discriminate in any type of housing-related transaction on the basis of race, gender, religion, national origin, color, familial status, or disability.
As outlined in the terms of your lease agreement, rent is due on the first of each month. In line with our company policy, an additional grace period was provided and reminders were communicated regarding the outstanding balance. Because an outstanding balance remained, you did receive a 3-day notice as of July 10th. I do see that payment was made on July 13th and the account balance reflects this payment. Please refer to your lease for important dates regarding rent payments and fees.
I’m sorry to hear your experience with our team fell short. We strive to provide a great experience in all of our interactions. I have reviewed the call recordings associated with your account. While I do not see any for the time frame specified, our team shared that they did speak with you in person. Please know that we value respectful communication, and, unfortunately, if this is not honored our team may need to end the conversation. Thank you for bringing your concerns to our attention, and please feel free to reach out to our team if you have additional questions; our team is happy to assist. Thanks!Initial Complaint
Date:05/25/2023
Type: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.
On March 3rd 2023 I went to Skyview townhomes to fill out a application for a place and had to give them $170.00 fo a application fee...they turned around and denied me so they said the would give me my $100 back ...I got a email saying they mailed a check out and I should have it by may 1st 2023 but when I check the address on the email for the check they sent out it was not the correct address that was on my ID so I contacted them and tge said they had to resubmit the check it is now may 9th 2023 and I still have not received my refund check from them and when I try to call they don't want to answer the phone I sent emails same respond the check in the mail and they will text me the same thingBusiness Response
Date: 05/26/2023
Hi *****! I do see that we attempted to send your refund but the address we have on file is not the one you've specified here. I apologize for any inconvenience this has caused! Can you please confirm the address you've provided to the BBB is correct? I've spoken with our accounting team, and they can void the original check and send a new one to the address you prefer. Thank you!Customer Answer
Date: 06/07/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20104665
I am rejecting this response because:***** N <********************>
Tue, Jun 6, 1:50 PM (1 day ago)
to info
Hello my name ***** ******* and I still have not received my refund from sky view townhomes it been 4 months now and all they keep doing is sending a check out that I never received is there anyway u can tell them to let me pick my check up from there rental office
Regards,
***** *******Business Response
Date: 06/09/2023
Hello *****! Your check is now being held at The SkyView leasing office and is ready for pickup. Currently, the office is open by appointment only. Please call ahead to schedule a time to pickup. Our team will be happy to help!
Customer Answer
Date: 06/09/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20104665
I am rejecting this response because:
Regards,
***** ******* I still have not received my refund and they keep sending checks out I'm not getting is there anyway you can have print me a check to pick up it's my money and they have been owing me for 4 months now and it don't take that long to give some there $100Initial Complaint
Date:05/02/2023
Type: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.
My refrigerator/freezer has malfunctioned twice in the past month. Thankfully the second time this happened they brought a new refrigerator to my apartment. If I call emergency maintenance I am told this is not an emergency. I have had to throw away so much food because it spoiled. I was able to save some of our food each time this happened but not much. And the second time this happened I had 2 prescription injection medications in the refrigerator that were not being held at the proper temperature, they cost my insurance company about $1300 each. I cant afford to keep throwing away so much money.I asked to be reimbursed the first time this happened and I was told by management it is the company policy not to reimburse for food but I could try using my renters insurance, but I have a $1000 deducible. I want reimbursed for some of the food/medication I had to throw away.Business Response
Date: 05/19/2023
Thank you for providing us with the details regarding this issue. We appreciate your perspective on the situation, and we are disappointed to hear the your experience did not meet your expectation. We always aim to deliver a great experience to our residents!
Upon reviewing the service requests, we can confirm that our team responded promptly to each instance. In the first service request, you reached out to emergency maintenance on the evening of 3/16/23. Emergency maintenance requests include—
- No heat when temperatures are below 50 degrees
- An unsecured entry door or window
- Electrical malfunctions that result in sparking or noticeable burning odor
- Active water leaks or water infiltration
- Hot water issues
- Any other issue that poses a safety risk to the resident or could result in greater damage to the building
While this issue did not constitute an emergency work order, you took the appropriate step by submitting a service request through your portal on 03/16/23, allowing us to address the issue further. On 03/17/23, our maintenance team assessed your refrigerator and determined that it was functioning properly, attributing the incident to a common occurrence known as the defrost mode, which can be triggered by overstuffing the fridge/freezer.
Regarding the additional service request submitted the following month, we received two work orders, submitted on Saturday (04/15/23) at 10:12pm and 11:36 pm respectively. Unfortunately, our office was closed during the time these were submitted. However, our team replaced the appliance with a new one promptly, on Monday afternoon (04/16/23). We strive to handle maintenance issues promptly, and we are glad our team was able to resolve the situation within a short timeframe.
We understand your frustration and disappointment about the spoiled food. However, it is important to note that our policy does not retain liability for food spoilage or associated costs. As previously mentioned, we recommend reaching out to your renters insurance provider to inquire about coverage for food spoilage and medication loss, as they may be able to provide assistance under your policy terms. We apologize for any inconvenience this may cause.
We want to assure you that our team acted in accordance with our protocols, and we believe that we handled the situation in a timely manner. We genuinely value your feedback and understand your perspective on this matter. Our goal is to provide the best possible service to our residents. Thank you for taking the time to share your concerns with us. If there is anything else we can do to address your needs or if you have any further questions, please do not hesitate to contact us. We are committed to working towards your satisfaction and ensuring that your living experience is comfortable and enjoyable!Customer Answer
Date: 05/19/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20007236
I am rejecting this response because: In a normal defrost mode in a refrigerator/freezer food does not completely thaw and get warm. The freezer was absolutely not over stuffed. After normal maintenance decided it was a defrost mode, regional maintenance came in and messed around with the electric panel because of the issues we were having related to the refrigerator/freezer . My guess would be that contributed to the refrigerator/freezer completely going out. We absolutely regret signing another lease here.
Regards,
****** ********Initial Complaint
Date:04/05/2023
Type: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.
DO NOT RENT HERE, THIS IS JUST A PREVIEW OF THE CHAIN OF EVENTS IVE HAVE TO DEAL WITH LIVING HERE FOR THE PAST 3 YEARS.RUN RUN RUN, DO NOT RENT HERE!!! IVE BEEN RECENTLY BATTLING TO GET NOISE COMPLAINT ISSUE RESOLVED AND I FIRT COMPLAINED ABOUT THIS IN JANUARY OF 2023,THEY STILL HAVE YET TO ADDRESS THE ISSUE, MY NEXT STEP IS TO TAKE LEGAL ACTION AGAINT **** AND ***** BECAUSE THESE ARE THE TWO THAT IVE BEEN ATTEMPTING TO GET A RESOLUTION FROM AND THEY WANT TO KEEP PLAYING DUMB! IVE EVEN EMAILED THEM VIDEO PROOF OF THE CONTINUED NOISE COMPLAINT ISSUES IVE BEEN HAVING FOR MONTHS ABD MONTHS! THEY DO NOT CARE, SO THEY’VE LEFT ME NO CHOICE!AGAIN DO NOT RENT HERE PEOPLE!!!! IVE LEFT SEVERAL VOICEMAILS TO THE CORPORATE OFFICE AND THE FLATS ON KIMBERLY RENTAL OFFICE AND NO ONE EVER CALLS ME BACK! IN FACT IM STILL WAITING ON A CALLBACK FROM SOME AT CORPORATE AND IVE MADE IT CLEAR ON MY MOST RECENT VOICEMAIL THAT I NEED TO SPEAK TO SOME OTHER THAN **** AND *****, AGAIN I HAVE VIDEO FOOTAGE OF THE NOISE COMPLAINT ISSUES THAT I NEED TO GO OVER WITH SOMEONE FROM CORPORATE OTHER THAN ****! THE PROBLEM IS COMING FROM H8 THEY CONTINUE TO VIOLATECTHE QUIET HOURS LISTED IN THE LEASE AGREEMENT AND I HAVE VIDEO PROOF WITH THE DATE AND TIME THAT THESE VIOLATIONS ARE HAPPENINGBusiness Response
Date: 04/17/2023
Hello -
The team at The Flats on Kimberly has addressed Ms.********** complaint, and take all complaints seriously. They have been in contact with Ms.********* via email and telephone. The team has followed state law and the leasing agreement, and are unable to speed up the process, as they are following the timeline that is required by state law. Noise complaints can be difficult to legally prove, and our team is doing everything they can in order to more forward, and address the issue. Our team will continue to make strides to resolve this issue, and will continue to keep all parties up to date with necessary information.
Thank you
Initial Complaint
Date:12/29/2022
Type: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.
The company have not return a $100 processing fee.. the company put there own address on the check supposedly sent out to me after emailing to see why and request them put the right return address they still have not sent the check to me it’s been well over 60 with multiple times of me contacting them nothing has been donBusiness Response
Date: 01/03/2023
Property manager issued resident refund of $100 on 11/16/2022. Receipt of refund is attached. Refund was given prior to move out.
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