Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in in the beginning of January, in March I noticed that there were black streaks coming from the heater vents, after this I started noticing the upper portion of the walls were much darker than the rest of the walls in bedroom. I reported to property management and maintenance got in contact with me on March 26, ***** from maintenance came on March 27 at 10am. ***** tried to tell me that the black was from lighting candles in the house, I told him I do not light candles in bedroom of apartment. ***** took a short video of the attic to show me the insulation. I asked why it was so dirty/dusty, he explained all of the dust/dirt I was seeing was the insulation.***** said they could charge me to repaint since it was my fault, I disagreed and he said management would call me. ****** (property manager) did not call me until May 10th, he said he would have maintenance come back, they didn't so I sent photos and videos of everything to entire management team. Management team asked if I spray paint inside apartment, I replied no. on June 4th ***** asked to repaint walls, I said no, they need to address the underlying problem first. I called ******, he was dismissive but said he'd schedule someone to investigate and perform mold testing. ***** called me on June 5th stating he was outside apartment with inspector, I had to leave my dog at vet appointment to meet maintenance and inspector for an appointment that WAS NOT scheduled. No mold testing was performed, the inspector took photos and wrote notes on an iPad. Later same ****************** returned to test moisture in the walls, device did not work, I tried it myself. After getting an alarming reading he went into the attic to check a potential water spot. The attic was humid and smelled exactly like an infrared sauna. Personal belongings of previous tenants as well as a moldy rug rolled up, pieces of old insulation and an electrical wire running across the entire attic. Haven't heard from him or management since then.

  Business response

  06/13/2024

  Thank you for taking the time to list your complaints.  We did test the wall as did our vendor and we found no moisture. Our inspector confirmed that the black markings on the wall were from smoke and spotted the presence of candles/sage. We also did allow you out of your lease with no penalty.

  Customer response

  07/11/2024

  Hello, In regards to complaint #********- I sincerely apologize for not responding sooner to the message response from SRM Urban, due to the inhabitability of the apartment, no having a home has made all areas of my life quite challenging. The company is LYING in their response. Point blank lying. I was present at the time their "trusted vendor" came to the apartment and the absolutely did NOT do any form of testing. It is heartbreaking that this company does not care that I am a human being and all I want is somewhere healthy to live. Thanks for your time, *************************

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021, my property management company that I rent my home from had a company install new windows. I had a window that was broken by the installers but still installed in the bedroom. A large crack going diagnol across the glass, allowing in condensation. I reported this the night it was installed. I have followed up multiple times and still have a broken window. 6 months ago, a living room window that had faulty parts started failing to stay open. The window slides back down into the open position. For a place with no air conditioning, I rely on the windows for air and not having one be able to open causes problems. This was immediately reported to SRM, who said they were having issues getting ahold of the window company. Eventually, after 3 or so months, someone was sent out to my place to look at the broken parts to order new ones. That was two months ago. There has been no follow up, no follow through and attempts on my part to get an answer or time table have gone unanswered. I still have broken windows at a property I now pay **** a month at as they recently raised prices due to the housing market, raising my rent the full legal 9.9% and were sure to follow up with me about signing a new lease as they wanted their money for a property they fail to take care of. I would like to report this company to the BBB for this instance.

  Business response

  06/01/2023

  SRM Urban apologizes for the cracked window. We had already ordered a replacement window when this complaint was submitted, however, due to the delays in the replacement we have decided to move forward with a different vendor and have a new window built instead. We have spoken with the tenant and provided them with an update. The cracked window has been re-measured today (6/1/2023) by our new vendor and the vendor will be replacing it within the next 10 days. The tenant has been provided with all updates outside of the BBB review.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** has repeatedly ignored my request for a 24 hour notice to be given and sent strange men contracted by the company to bang at my door until I answered. Theyve done this because of maintenance issues, ongoing and repeat construction (about which I was given no forewarning), and to address complaints about the chronically broken washer/dryer. Never anything Ive done, just pure negligence. I am a stalking survivor with severe PTSD. I have made management aware of this through email communications, texts and voicemails. They pledged not to send anyone to my door without forewarning, yet they continue to.The single washer/dryer has broken 8 times since I moved in. It takes them between a week to a month fix each time. Theres 0 accountability about maintaining a working washing machine, despite the fact that laundry facilities are in the contract. Since their response to this review, the washer has been broken 3 times. They are making 0 effort to improve.Theyve begun 60+ days of loud construction above my unit, knowing that I work from home, and have not provided me with any alternative. 8/3/2022 - More loud construction about which I was given NO prior notice. Hammering, water shutoffs, drilling.1/23/23 - Once given my 30 day notice, SRM management showed up without warning to put a lock with keys on my front door. No warming, no explanation. They then proceeded to show up without forewarning in the middle of my workday. No text, even after over a year of my suffering their sudden illegal drop ins. In their response to a prior review, *** said the entire office staff was aware of my request not to show up without texting ahead of time. Ten minutes after this post they sent a new batch of contractors with 0 forewarning. I had to leave with my dogs in the middle of my workday. Im currently in my car waiting for a text to say that I can re enter my home. Ive been here for 30 mins. I called, and the employee I spoke with was rude and demeaning.

  Business response

  01/26/2023

  As your lease states, as management/owners, we are authorized to upgrade the property and make any necessary maintenance improvements or repairs during regular business hours. Our team goes above and beyond in being ****** communicative with all residents whenever maintenance is slated to begin. We always make sure to email residents to notify them about maintenance projects being done. We also make ourselves available via text message and phone call to any residents who are working remotely and/or need more communication. Your most recent updated review mentioned that we have ignored your request to not have anyone knock on your door during an emergency water shut-off at the property. We have not only made the entire office staff aware of your request, weve also taken the time to notify our maintenance team. Unfortunately, when there is an emergency water shut off in the building,we are legally required to knock on ALL residents doors to notify them an emergency voids any chance of having a 24-hour advanced notice to knock on your door. Looking back at the communication between yourself and our team, weve seen a consistent trend of all of us working our hardest to accommodate your requests, and responding to you in a timely manner. We are so sorry that we have not met your expectations as a management company but we have done everything in our power to accommodate your various requests.  
  
  Thank you!

  Customer response

  01/26/2023

  Im confused as to how you can make this assertion when I had zero warning about the asbestos contractors that came 10 minutes after your employees left on Monday in the middle of my workday. They were kind and considerate when I began shaking and fighting back tears upon their arrival. What a contrast to your employees who came prior, the unannounced padlock on my door the Friday before, and the year and a half of construction, strange men knocking unannounced (despite your orgs pledge that wouldnt happen), and consistent maintenance crises Ive been living with. What a contrast to your employee ***** who refused to apologize, talked over me multiple times, and told me to contact ***** if I wanted civility. She also told me numerous times how many residents you have at SRM, as if that excused the detrimental impact of your poor management. 
  

  As a resident of your establishment, I should have had the right to quiet enjoyment. I should have been able to work from home without deafening construction. I should have been treated with compassion and care when I made you aware that strange men knocking on my door could send me into a PTSD episode. Yet I received none of that. I did, however, get hit at the 4 way stop in front of my home when looking for a parking spot, which you continually denied me yet supplied to new tenants immediately. They say business isnt personal, but this was my home. Try to treat your tenants like human beings.

  Business response

  01/27/2023

  
  Ive attached the notice that we posted on your door informing you of the environmental drywall testing that was to take place 5 days after the posting date, providing you an ample amount of time and information prior to the inspection date. The notice also stated that there will be a temporary lockbox placed on your door for the contractor to gain access to your unit if you were not present.

  
  If you failed to read the notice in detail, there is not much else we can do to provide you with a heads-up on scheduled inspections. Again,our team has made every effort within our capacity to provide you with the many accommodations youve requested, while also servicing over **** other residents.Unfortunately, with emergencies or things out of our control, we are not always able to provide you with notice or personalized texts, as ***** has mentioned to you before.

  As a business, it is unreasonable for us to halt construction or unit improvements around you, as is very typical with most apartments in the ********* area. Ourselves, as well as other property management companies, are continually improving our homes and buildings to provide the best product possible for our customers. 

  Im sorry to hear you were involved in an accident. As far as your parking concern goes, there are only 4 homes in the building that have a parking spot assigned to them and built into their rent at your property with one spot available to rent. Unfortunately, your home is not one that came with an assigned spot, as your signed lease states. You are, however, still on our waitlist for that rentable spot should it become vacant.

  
   Its clear that you are not happy with your home and appears that youve chosen to move out. While we are sorry your experience with us has not met your standards, we wish you the best with your future home.

  Customer response

  01/30/2023

  The many accommodations I required were simply notifying me via text before strange men knocked on my door, and notifying me via text before deafening construction would occur directly above me, as I work from home and am often on video. Im sorry your organization is such that providing this simple courtesy to your tenants is a source of confusion and vitriol. In the next week, I expect to be notified by text prior to ANY strange men arriving at the home which I continue to pay for. If im left alone to do my job and tend to my pets, I will resolve this complaint. If I receive any more unannounced visits, impromptu keys being affixed to my door, or any other actions that damage my well being, I will continue the fight through legal avenues. The right to quiet enjoyment is a stipulation of ********* tenancy and I havent been able to have that here. I have clear documentation of multiple work day interruptions. I dont want to pursue this, but I will if I have to.

  Please just leave me alone so that I can relocate safely. Ill leave the place clean. You have my security deposit and Ive always paid rent. Just stop traumatizing us.

   

  Thanks.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ever since moving in in October of 2021, there have been issues with my apartment and I have contacted the property management company and get in touch with the property manager, *******, but they neglected to address these issues. In the beginning, maintenance was here and brought in contractors to fix one small problem. The problem was with my shower leaking. The contractors had bent, broken, and installed a shower curtain rod that is not compatible with my shower. One of the contractors ended up harassing me while he was here trying to fix the problem. Once I left to go to work, he went through my things and left a note on my bed with a message and his phone number. This made me feel very unsafe and it was never addressed by the property manager, *******. My shower has been leaking since I moved in in October and now that the 6 month lease is almost over, I received a notice that my rent will be increasing by $135. I do not feel that it is appropriate for me to be paying that much more when my issue was barely ever addressed. My one request was to speak with the property manager but he has been ignoring my calls and messages for months now. I have just been allowing the water to leak in the bathroom in the meantime because I do not know what else to do and I need to use my shower.

  Business response

  04/07/2022

  My first contact was on December 3rd about this issue. I took over as manager on 11/23/2021. When I learned of the problem I called ******* She informed me that an outside contractor had given her a problem. That contractor was immediately fired. I was told by maintenance that the issue with the shower was complete. I was never contacted again by ****** either through email or phone. I only heard from ****** when she contacted the BBB on March 30. She received a rental increase  as did every other resident in my portfolio. Since that time the maintenance team has reached out to her on 3/31 and has yet to get any response. 

*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. ↩