Complaints

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My first few interaction with *** Management (******) over the phone were good. Our interactions took place over the phone due to me relocating back to Jax, FL from Norfolk, VA where I was stationed. Me and my Wife are on the lease. After the first few months we had no complaints because of the building occupancy hid the large amount of defects about my apartment. We're able to hear our neighbors go through life. We here our neighbors shut there cabinets that are next to us. I here my neighbors above me walking to the fridge for a glass of water. At this complex they do offer quite hours which are enforced by a security company hired by the property. I've reached out to them plenty of times after 10pm. Which is when quite hours start here. Which never brought about any resolution from management. I asked for a copy of my interactions with the security company which was recorded and was denied by *** Jax Owner for privacy constraints. Since I have taken to Google on 8/6/2022 reviews and left a review of my experience here. Which resulted in us being harassed from then on by *** Jax Owner. On 8/9/2022 *** Jax Owner opened my Wife's medical records that was sent through the mail (picture of VM) . Today 9/13/2022 *** Jax Owner entered our apartment while occupied (Me, my Wife, and Newborn) today with out permission nor maintenance ticket being filed. With two other people I don't know. Where I did pull my registered firearm to protect me and my family. As a result of this harassment I went downstairs to make my concerns known at the leasing office. Which resulted in me having a panic attacks. That prompted *** Jax Owner to call the police (report # ******). Amongst other issues. Since living here our mental health has been rapidly declining. We have been seen by a licensed mental health professional to support this. A desired outcome would be to be reimbursed all rental payments. Along with a fair inspection of my apartment once vacated to ensure there's no damages.

  Business response

  09/26/2022

  From: ***** ****** <***********************>
  Sent: Monday, September 26, 2022 1:15 PM
  To: **** ******* <*********************>
  Cc: **** <****@bbbnefla.org>; **** ****** <**********************>
  Subject: ************* ****** - Response to BBB Complaint ID No. ********

   

  Dear *** ********

   

  Please be advised that this L** Firm represents the legal interests of the Business, *** Jax Owner, LLC d/b/a ****** (hereinafter “Barlow”). ****** is a multifamily housing residential rental community located at 1900 Olevia Street, Jacksonville, FL 32207.

   

  This matter involves a complaint filed by tenant, Dennis ******, concerning alleged disturbance based issues on the premises and allegations by Mr. ****** that my client’s employees enter the subject dwelling unit without their authorization or consent. In brief response to Mr. ******’ Complaint, ****** denies any and all allegations that it has failed to properly maintain the premises in any manner and further denies all other allegations made by Mr. ******.

   

  Mr. ******’ and fellow leaseholder Darnice Davis entered into a written lease agreement with ****** for a twelve (12) month term which commenced on October 30, 2021, and expires on October 31, 2022.  In regard to allegations made by Mr. ****** of defects on the premises please note that ****** takes all resident complaints very seriously as the staff, maintenance team, and third party contractors work extremely hard at maintaining a community that its residents are proud to call home.

   

  After review of Mr. ******’ complaints, ****** conducted an investigation regarding the alleged defects on the premises and it appears that said defects relate to inherent noises and common area issues that are to be expected in electing to reside in a multifamily apartment community in close proximity to neighboring residents and families. Furthermore, if Mr. ****** ever felt that ****** had failed to comply with its statutory or contractual obligations to maintain the premises, he is statutorily required to provide the Landlord with a written Seven (7) Day Notice to Cure Noncompliance, providing the Landlord with notice and the benefit of an opportunity to respond and reply to such concerns accordingly. 

   

  Regardless, ****** has complied with and satisfied all of its statutory and contractual obligations as a landlord in this matter and the unit is fully habitable.  In regard to the assertion that ****** employees entered their apartment without permission is patently false. On September 13, 2022, at approximately 1:15 PM, a ****** leasing agent was taking a prospective resident to view a vacant dwelling within the community and mistakenly walked to Mr. ******’ apartment, but did not enter the apartment. Despite the leasing consultant’s error, they are unable to enter into any occupied unit as the lock system is code-based and the leasing agent only has a code to open vacant dwelling units.  As soon as the leasing consultant realized they were at the wrong door, they walked **ay, again, never entering the apartment. Mr. ****** thereafter opened the door to the dwelling unit and the leasing agent apologized for the error and went to the correct unit.  At no point did the leasing agent ever enter unit 262.

   

  Following this incident Mr. ****** came to the ****** management office and verbally threatened ****** employees in an aggressive manner and further indicated that they would have shot the leasing agent had she entered the dwelling unit. This conduct resulted in the police being called the premises and a statutory seven (7) day notice to cure being issued to the resident. Despite the residents’ clear lease violation, ****** offered to allow the residents out of their lease without penalty should they no longer wish to reside at the community but the residents refused said offer.

   

  For the foregoing reasons ****** respectfully requests this office to close this complaint as satisfactorily responded to by the Business. Please feel free to contact this office if we may be of any further assistance whatsoever or if you have any follow up questions or concerns.

   

  Best,

   

  ***** ******-***** ****

  Attorney at L**

  ********* ******, ****** ****

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

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

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

  (***) ******** **** *** tel|(***) ******** fax

  ***********************|******************

   

  NOTICE:  This e-mail is from a l** firm, ********* ******, ****** ****, and is intended solely for the use of the individual(s) to whom it is addressed.  The e-mail may contain ****rmation that is confidential and may be protected by the attorney-client communications privilege and/or other applicable privileges and/or exemptions and may constitute non-public ****rmation. If you believe you received this e-mail in error, please notify the sender immediately, delete the e-mail entirely from your computer, and do not copy or disclose the e-mail to anyone else. Unauthorized use, dissemination, distribution or reproduction of this message is strictly prohibited and may be unl**ful. If you are not a current client of ********* ******, ****** ****, nothing in this email forms an attorney-client relationship, unless it contains an explicit statement stating otherwise.  Do not disclose anything to ********* ******, ****** **** in response that you wish to remain held in confidence.

   

  Circular 230 Disclosure: Pursuant to recently enacted United States Treasury Department Regulations, this firm must advise you that, unless otherwise expressly indicated, any federal tax advice contained in this communication, including attachments and enclosures, is not intended or written to be used, and may not be used, for the purpose of (a) avoiding tax-related penalties under the Internal Revenue Code or (b) promoting, marketing or recommending to another party any tax-related matters addressed in this communication.

   

  

   

  Customer response

  09/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:this is not accurate. The leasing agent who tried to enter my apartment did apologize. Is it safe to assume ********* because the leasing agent apologized that this is the standard of “Luxury Living” which is mentioned on the website? But upon me going downstairs and ********* management about the interaction between me and that leasing agent. Management response like yours ********* was not empathetic nor apologetic. It was combative and very hurtful. Because three unknown individuals were trying to enter the apartment that we just paid rent for on the first of the month. Tried to enter multiple times without notice. When going downstairs I was in a panic state. So I did yell at the Leasing Manager about this incident. Which she responded with hurtful remarks. When mentioning the firearm it was never in future nor present tense. I mentioned to the staff that “I almost did use my right to bare arms” because my Wife and I was frightened.  So the statement of me threatening Leasing staff with a firearm is inaccurate. Like mentioned before I described what could have transpired because of the costly mistake by the Leasing agent. I never signed on for management to be able to enter my apartment with other individuals that are not apart of management at their will. With my family occupying this dwelling. Also in the lease agreement ********* your client states they will provide a “24 hour notice upon entering”. That notice never was received. The notice that was received was the “Seven (7) Day Notice to Cure” which was received by email. Along with a hard “True Copy” posted to the door of the apartment my family leases by L.Cooks the following business day. My Wife did ****rm you by email that we will be finishing out our lease. And abide by the unjust rules put in place because of a mistake that you all made. We elected to stay so we can secure our new residence. I know that you’re a representative of the client but belittling my families safety to a mistake is not ok *********. But I do want to take the time and I apologize for my behavior in the leasing office. I’m just a High School graduate ********* that served my Country. And am willing to protect my family utmost extent. So I ask that the complaint not be taken down. Please and thank you.
  Regards,
  ****** ****** ***

  Regards,

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

  Business response

  10/12/2022

  **** ****** <***********************>

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  To:

  • **** *******

  Cc:

  • **** ****** <**********************>

  Fri 10/7/2022 1:34 PM

  Dear *** ********

   

  We are in receipt of the supplemental response from Mr. ****** regarding the incident which occurred on September 13, 2022. Please allow this to serve as my client’s brief reply thereto.

   

  As previously mentioned, my client takes all resident complaints seriously and is more than willing to address any complaint with residents in a civil and respectful manner. In this particular case, and as indicated in the initial response, the facts are as follows:

   

  • The Landlord’s leasing consultant was showing prospective residents a vacant unit and went up to the unit occupied by Mr. ****** by mistake but did not enter the apartment.
  • The leasing consultant could not have entered the dwelling unit as they do not have key code access to the dwelling unit occupied by Mr. ******.
  • Upon realizing they entered the code to the wrong door (and again, did not and could not actually enter Mr. ******’ unit), the leasing consultant walked **ay from the unit occupied by Mr. ******.
  • Mr. ****** proceeded to open the door to his dwelling unit and the Landlord’s leasing consultant apologized for their error and went to the correct unit with the prospective residents.
  • Approximately 30 minutes later, Mr. ****** proceeded to the ****** management office and verbally stated, just as he indicated in his initial complaint to the BBB, that he had pulled out his registered firearm during the above referenced incident and would have used said firearm on a ****** employee had they accidently entered his dwelling unit.
  • Mr. ****** then proceeded to refuse to leave the management office after multiple requests from ****** employees, which resulted in the police being called by Barlow’s employees.
  • ****** subsequently issued a 7 day notice to cure to Mr. ****** for the above referenced conduct that constituted a violation of the lease, and included an offer to vacate the premises without penalty.

   

  Mr. ****** has demanded reimbursement of all rental payments paid to the Landlord during the course of his lease term, which has been denied.

   

  While ****** appreciates the resident’s response to the notice to cure, this does not change the facts or seriousness of his conduct. Regardless, ****** will continue to comply with the terms of the residents lease and l** and would be happy to address any concerns the resident may have through the remainder of their lease term.

   

  For the foregoing reasons, ****** respectfully requests this office to close this complaint as satisfactorily responded to by the Business. Please feel free to contact this office if we may be of any further assistance whatsoever or if you have any follow up questions or concerns.

   

  Best,

   

  ***** ******-***** ****

  **

  ********* ******, ****** ****

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

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

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

  (***) ******** **** *** tel|(***) ******** fax

  ***********************|******************

*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. ↩