Complaints

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My new landlord prorated my first month's rent based on my intended move-in date (12/26/23). That amount- plus the security deposit, was required before I could move-in. The lease was to be emailed to me via DocuSign. According to the landlord's personnel, "the lease will not be written until a few days before you are set to take possession. It will come via email...All money due will need to be paid before you are able to get the keys." However, the lease was not emailed to me on time. I checked with the landlord 12/22/23 but got no response. So come the 26th, the day after Christmas, I couldn't be sure what was going on, so I didn't set out on the 3 hour drive with my packed car. Rather, I waited until the Landlord opened to see why the lease hadn't been emailed. Ultimately, I had to move in the 27th. But, the first month's payment had been based on the 26th as the move-in date. Did they refund me for their error......The answer is No.

  

  Business response

  04/09/2024

  *****************************, Advanced Solutions Property Management, Inc.

  This tenant applied and was approved for one of our units during the holiday season.  The documents were prepared and ready for electronic signature.  The email given was kicked back to us as undeliverable on December 22nd.  The tenant was scheduled to move in on Tuesday however chose not to come up and sign the documents in person. The unit was ready and the lease began on 12-26-23.  When we arrived on Tuesday to find the documents rejected we resent the packet again with a different email and he did sign on 12-26-23.  He chose not to come to ******* to take possession until the 27th.  He has never contacted our office about this matter.  The owner has chose to refund the rent for the 26th.

   

  Customer response

  04/13/2024

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

  Firstly, thank you for your service.  I have long-liked and recommended this company.  
  
  Regarding the business' response, I accept it because they have agreed to pay the disputed amount.  That is most important to me.

  
  But as far its actual response, "the email given was kicked back to us as undeliverable on December 22nd," which suggests the lease was emailed to me timely, but that the email I gave didn't function, and then that I provided a new email and the lease was sent to it successfully- I don't believe this is accurate.  However, I'm not going to delve into this anymore further then the below statement.

  
  I possess an email conversation began on 12/8/23 with an employee of the landlord.  Its last message, from 12/22/23 at 2:45pm, reads: "I still haven't received the lease-."  I wrote this message.  Prior messages in the conversation discuss when the lease would arrive. I have attached the entire email conversation.

  
  The same email account used in the conversation I referenced above is where I received the lease on 12/26/23.  I.e., the email I had been using to initiate the application and discuss its terms was the same address used by the landlord to deliver the lease electronically.  
  
  
  

  
  

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cockroach infestation at this apartment complex has gotten really bad, along with the fact that there is ALOT of rats, I know because I keep catching them by traps and have video and photos of all 13 rats caught within a two day time period, the animals that are owned by the tenants here are using the bathroom on our front door plate and Advanced Solutions Property Management refuses to do anything about it, instead they charge me a unwanted animal fee for an animal that I do not own and to top it off they then tell me that it is my job to clean it up! This has gotten way out of hand. I am told to get a camera and find out who owns the animal doing this so I purchase a camera only to be told I need to remove it right away,it was a camera that was held up by a magnet and putting it in place did not deface any part of the unit whatsoever. I was then told via text message to "Stop sending my essay style messages to their business because they do not have time to read them after I made a complaint. My health and my children's health is deteriorating we constantly are in and out of the ** and doctors office and even have been sent to ************** hospital over breathing problems that can come from the presence from ******,cockroaches and small rodents. It is not okay that we are risking our health and ultimately our lives when all we want and have asked for is for a clean living quarters and clean and well maintained living area! I do not think it is asking alot for something that is required by law in the first place. I just want out of this apartment complex that is causing my family huge problems after problems, I dont see what the big issue is over placing us in a different property rental I am willing to pay extra fees, extra monthly rental fees and a bigger rental deposit,anything that I need to do to be placed in another rental I am more then willing to do for Advanced Solutions Property Management why cant I be met halfway with this request? It is a safety issue.

  

  Business response

  03/23/2023

  *** tenant at *************************************************** has had complained of cockroaches and rodents.  *** entire complex is sprayed on a monthly basis by Smart Choice Pest Control, ***********************, ************.  Additionally Smart Choice Pest Control has agreed to enter her apartment specifically to address individual needs and the tenant does not show up or wont let the pest contractor in.  Each time he shows for a individual spray service weather the tenant allows him in or not he charges the owner for a trip charge.  During the tenure of the tenant she has only entered 4 service orders regarding this issue and has not shown for two.  Additionally, the items that need to be done to prepare for a spray are not done in the apartment.  *** service provider has noted no mice or infestation of roaches or bugs in the apartment. At this point we have addressed all the inquiries and requests as we would with any other client.  We will not be responsible for the tenant not being prepared for their service call, however if the owner continues to get charged for services that cannot be delivered the tenant will be charged for that. 

  Customer response

  03/26/2023

  I am rejecting this response because:I am rejecting this response because:The pest control person-***********************, who is named in the response, is bestfriends with 2 of the employees from Advanced Solutions Property Management. Several tenants can attest to this as well as photos.
  *********************** told me in person to my face and 2 other tenants whom reside with me that quote,The neighbors next door refuse entry for pest services so the cockroach problem is never going away He also complemented us on how clean our unit was and so far he's been in all of the units and ours ranks cleanest.
  I am unaware of any charges regarding missed pest service appointments besides 1 charge that I paid for and take note that nobody in my unit was given any notice of such appointment ever being made to begin with hence the reason it was missed,that appointment was in April/May 2020 upon first moving into the unit and. I had no idea that a fee was ever charged to me,let alone four times.
  How much is this fee and where on the tenant ledger does it show four charges for missed appointments.
  I have photos of these rats/mice that were trapped.I sent a certified letter containing the photos of each rodent,all in various sizes. Also photos and videos have been sent.
  Nothing mentioned in this response refers to my overall complaint in the first place.
  I have never refused to let anybody in my unit. Neither has anybody that also lives in the unit.
  My unit is and will always be ready to have pest services come inside.
  A call, email, letter via mail or even a notice on the door or in person contact regarding the scheduling of these so called appointments would have cleared up any missed appointments had we been aware of such appointments made.
  A week ago today, *********************** came upstairs to the 2nd floor that I live on and sprayed the outline/border of the top part of this complex then Sometime around either that day or that week he called my roommate on the telephone and said to give him a call in a couple of days to  make to an appointment, a couple days ahead of service needed I don't remember what day excately but estimating 2weeks ago that was.
  Why cant we be placed into a different rental? 
  Since making this complaint my 2 daughters have been to the emergency room,1 daughter has been to 2 different hospital emergency rooms and an urgent care facility. Now she has to be seen by a specialist doctor we have to pay money out of our pocket for on April 5th 2023.
  Also I have so many pictures that prove my claims and videos too. I just want to be moved. Ill send a before and after photo of my daughter since moving in here. I need to be placed in a different home not these apartments. The health and well being of my children and every other person residing here including myself is at risk,this is against the law,I dont want to proceed to court I just want a different rental unit that is not at Westside Apartments.Im begging you please!?
  

  

  Business response

  04/05/2023

  We have recently received a tenant complaint that claims that the pest control vendor for this property is best friends with employees of Advanced Solutions Property Management, **** which is not true or relevant to this situation.  The apartment complex in question has monthly exterior pest control.  Additionally, if a tenant would like and internal spray to their apartment it would be provided by the vendor.  The vendor will provide a list of items that must be done for the spray and make an appointment for the service.  If the items are not done the vendor cannot do his work.  The tenant must vacate the unit for approximately 6 hours.

  The tenant claims that they have videos and pictures of rodents but have not provided them to us, the vendor or the owner. 

  While we are sympathetic to any health issues the tenant may be experiencing we are unaware of any health issues due to the unit.  

  The owner has attached a letter stating the protocol for his property and our normal course of action.  

  Please feel free to respond to this letter or call with questions.

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

  Advanced Solutions Property Management, ****

  DRE#********

  DRE#*******

  Customer response

  04/06/2023

  I am rejecting this response because:Nothing is being said or done in regards to any of my intail complaint! I want to know why I cannot be allowed to rent an entire different unit from Advanced Solutions? They have rentals available all the time and I am told that if attempt to rent somewhere else that my roommate will have to leave the unit too and then reapply for the same unit while not living there,this is extremly inconventant especially when other potentail landlords are trying to get ahold of people from Advanced Solutions in order to review my rental history and they will not respond to these potential landlords or they will leave negative false background history reports causing me to not be able to rent anywhere else,I can prove this with emails and I also sent certified letters to Advanced Solutions which I can provide proof for. Along with 100's of messages via ******** and text messages where the unlicensed Maintence man is harrassing me,threatening my life and also calling me racial names. If ******************** is here as much as you claim then you are reconizing that there is a problem I assume? If bugs are still present maybe switching pest control services might be a great idea. We have set up for next week but this isnt helping anybody out just putting more poisons into my home with my children  and on a monthly basis the apartments being sprayed? Are we suppose to be notifed of this at all? I have a dash cam that records 24/7 so I will pay to have somebody review that footage to see if this is indeed the case with pest services. I also have 13 letters from residents on this side of the apartments that make the same complaints and even more. Maybe I should just inform the rental insurance company because no company would insure this building setup if they had seen what was going on. Im not going to argue over what is facts and what is false. I would not be here today if I had thought for a second I was incorrect or did not have proof backing up my claims. I enclosed as many photos as I can load.
  

  A before after photo of my daughter.

  Each photo with a rat is a different rat caught in a 2 day time period.

  The video is of the planter  box in the apartment parking lot below me.

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