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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
PLEASE SEE ATTACHED DOCUMENT FOR A DETAILED ACCOUNT OF MY COMPLAINT. I am writing to express my deep concern and frustration regarding my housing application for Apt 210 at Prominence Apartments, submitted on December 6th, 2023. As a disabled individual with a HOPWA voucher, I am in a situation that requires timely updates on my application status.i completed the application process, payed all fees, and still have faced significant challenges in obtaining information about the status of my application. I visited the comlex leasing office on multiple occasions, including 12/27 and 12/28/23, and 1/27/24 seeking assistance but received no help at all.On December 28th, 2023, I expressed interest in Apt 210, submitted a separate application for my co-applicant, and paid an additional fee. I provided personal documents and a time-sensitive rental packet necessary for the ********* ****************** However, the lack of confidentiality regarding my HIV status and HOPWA voucher is deeply concerning.Despite assurances, I have not received any updates or responses to numerous emails and calls, and my co-applicant's single email received an unprofessional response. On 1/31/24, I received an email from ********************* requesting additional documents, lacking a professional header, raising concerns about its legitimacy.This lack of communication and unprofessionalism is distressing, and I worry about potential discrimination due to my disability and housing voucher. My voucher is set to expire in one month, making it imperative that I receive an update on my application status promptly.I find this lack of communication and unprofessionalism distressing and worry about potential discrimination due to my disability and housing voucher. It is imperative that I receive an update on my application status promptly, as my voucher expires in one month. I request your immediate attention to this matter and a resolution that respects my rights as an applicant.
Business response
03/28/2024
We appreciate *****'s interest in Prominence Apartments. Our application department has reached out to Janil several times about the application. Correspondence was also sent to Janil on the status of the application and where ***** can find more information and further assistance. Prominence Management Team.Initial Complaint
06/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were supposed to move in to unit 188 at Prominence Apartments aka ******************* on 4/28/23. It was absolutely infested with cockroaches. They said in writing on 4/29/23 we would be issued a refund within 21 business days. We have not received the refund. They have failed to respond to email. We are owed $812.70. They should also be reported to the health department and should absolutely not have an A+ rating on the BBB.Business response
01/04/2024
On the above matter, we sent the full amount of the deposit requested by the resident within the time limit permitted by law. We have a copy of the check that was signed and later deposited by resident. We have reached to the resident by phone and email to confirm her concerns have been satisfied. We have not had a response. We are happy to discuss the matter further with BBB or ***************************. Sincerely, Prominence Apartments Management.Initial Complaint
03/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I moved in August 2022 I was sold because the website lists the following "We offer a state-of-the-art fitness center with spin and Zumba classes, cooking classes." However, I can't get them to respond to when they will be having these classes. COVID is now OVER so that is no longer an excuse that they can use.Business response
03/30/2023
Thank you for reaching out. We are attempting to work with vendors to elevate our activity program. Many of our previous vendors went out of business and we are seeking new reputable companies to work with. We will make this a priority.Initial Complaint
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a resident for 3 years. I first moved into a unit that was never cleaned or repaired after the previous tenants. I found mold covering the kitchen and bathroom cabinets. I was moved to a new unit within a week and the second day in the new unit I found a similar mold problem. My kitchen was sealed off for 2 weeks and I had no hot water. I was told I would receive a credit for the moving fees and Inconvenience of not having a kitchen or hot water for two weeks. My account was credited only to have the credits removed and then a past due balance and late fees added to my account. A year later a neighbors gas dryer vent started leaking into my stairwell and guest bathroom. This was setting off carbon monoxide alarms in the apartment. I sent the manager thermal video of the leaks, hired mold professionals to test the air and found mold in the samples. The management told me the problem did not exist for months all while my health continued to decline. Now I have heart problems from the exposure. Again I was told that the management would reimburse me for mold testing and they said they would offer another unit when it comes up. This was one year ago in 2022. I have been offered one unit that was smaller and wouldnt fit my belongings and also had a mold issue inside the bathroom which caused me health issues just previewing the unit I had to walk outside to avoid reacting further to the toxic mold. To date Prominance has $2,000 in reimbursement they promised on writing. I had HEPA filter that was damaged during a attempted repair on the dryer leak. Management said I would be reimbursed for that also. I have not been reimbursed any expenses promised. Instead my account has a past due balance for the amount I was told I would be reimbursed in emails from the complex management team. Not one member of staff but several! I am a disabled person on social security otherwise I would get an attorney. Corporate office is also non existent.Business response
04/07/2023
Please email us the documentation that there is a credit owed to you at ************************.
If someone from the team has represented the credit you are mentioning, we are happy to apply it. We searched our records and could not find anyone agreeing to it. Let us know which staff member as well.
Thank you!
Initial Complaint
12/26/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I contacted the manager multiple times regarding incomplete repairs.Business response
12/27/2022
We are still perplexed by your work order requests. On over 10 occasions and recently you have reported multiple repair items including black mold. When we reach out, you will not allow us to do the repairs. Recently, we served a 24 hour notice to fix repairs you emailed us about. We pleaded with you to let us fix them and you did not allow access.
Please send us a list of everything you want us to fix and a time we can enter. We want to fix anything that needs to be fixed.Initial Complaint
10/16/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I am reaching out with a request for help. I am currently an ****************** who just was given orders and moved to ******** from the ********* area. Prominence Apartments in ********** have failed to allow me the opportunity to call back and are trying to charge my family and I move out fees upon our departure. While it may not seem like a huge issue, it has been multiple weeks of us trying to contact them and it is affecting my family because were in limbo about whether we have to pay and how to even pay these supposed move out fees. Further, we were originally told we wouldnt have anything to pay as there was a credit, deposit and other friend referral bonuss that were never paid out on the apartments end. It is unfair, and I dont know any other optionsBusiness response
03/13/2023
This was resolved with ****************** last month. You can close this case. We finished the forwarding of FAS.
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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