Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After I moved in my original apartment, within 4 days I lost all lights, and outlets. They forced me to live in this apartment for 9 days and move to another apartment. They did give me a credit on my rent but did not do anything to assist me in moving earlier saying I could not move apartments on a Sunday, even though I had no lights, outlets or hot water (for 2 of the days). Throughout the lease, I have had constant hot water or no water issues due to the pipe leaks, valve replacement or breaking, etc, ranging from a few hours to 4.5 days. No reimbursement was given for these. They are referred to by leasing staff and management as minor inconveniences. The internet goes out consistently as well, which as well as being frustrating, I am an online student, so I constantly must leave my home to do my homework. The laundry rooms have consistent issues but there is no way to get a refund. The app never processes refunds and the leasing staff refers you to the app. There is no source of ventilation within the apartment. ****** in the office berated me over the phone claiming I was setting my ac incorrectly, that the fan is to never turn off. There is no way to set the ac to do this. I called maintenance and they told me that my ac unit was not broken, that this was not possible. But as ****** was reprimanding me, she told me this is the only source of ventilation in the apartment. Which means if your ac if off, there is no ventilation. My apartment became invested with mold. I lost 2 days of work trying to sort this out and treated rudely every step of the way, until the point of tears. The rent here is cheap, but I have lost time at work, much of my possessions and furniture has been damaged beyond the point of saving and there is no peace going home to a place like this, wondering if you will have utilities or if your apartment is infested with mold.

  Business response

  03/09/2024

  We are writing in response to the complaint filed by ********************************* regarding their experience as a tenant in our residential property. We appreciate the opportunity to address their concerns and provide clarification on the matters raised.
  

  Upon receiving the complaint, we thoroughly reviewed the issues outlined by ********************************* and would like to address each point as follows:
  
  Mold Issue:
  
  We take matters related to mold very seriously and have implemented proactive measures to prevent its occurrence in our units.
  Prior to ************************************* tenancy, we provided signed brochures detailing how to prevent mold and required all tenants to sign a mold addendum, explicitly stating their responsibility for proper ventilation.

  During our inspection of the unit, it was observed that the humidity levels exceeded 60% due to the ** unit being turned off, which contributed to the mold growth.
  We promptly addressed this issue by reminding of the importance of proper ventilation and the necessity of running the ** unit regularly.

  Electrical and Water Issues:
  
  We acknowledge the inconvenience caused to ********************************* due to the electrical and water issues experienced in their original apartment.
  While we provided a rent credit for the inconvenience, we understand that we could have better facilitated an earlier move to a new apartment.
  We are committed to improving our processes to ensure timely resolution of maintenance issues reported by our residents.
  

  Internet and Laundry Room Issues:
  
  We apologize for any inconvenience caused by the consistent internet outages.
  We are actively working to address these concerns and improve the reliability of our amenities for all residents.

  Ventilation Concerns and Staff Interaction:
  
  We apologize for any miscommunication or misunderstanding regarding ventilation and interactions with our staff.
  We aim to provide clear and respectful communication with all our residents and will address any training needs with our staff accordingly.

  In conclusion, we sincerely apologize to ********************************* for the inconveniences they experienced during their tenancy. We value their feedback and are committed to addressing their concerns and continuously improving our services to provide a better living experience for all residents.

  Thank you for bringing this matter to our attention, and please do not hesitate to contact us if further clarification or assistance is needed.

  Sincerely,

  Champions Village ********* Management

  Customer response

  03/09/2024

  My ac unit has not been and has never been turned off. 

  This is a lie and I in fact called maintenance to look at my ac unit to make sure that there is nothing wrong with it. 

  I would like to leave my lease early due to lack of utility consistency and continued damages of my items. I would like the fees associated with breaking of the lease waived, and my deposit returned in full. I also want to be reimbursed for the two days I had to miss work to deal with the mold cleaning. 

  I sent an email on Tuesday, January 30th, about the issue and was told to put in a work order. I was told mold must be addressed immediately. No one came by for 4 hours and then I went to the office and spoke to ***** the leasing manager, who first of all, seemed annoyed by my presence and second asked me if I had let anyone know about this issue. I let him know that I had emailed, and it was he who responded the previous day. I also let him know that I put in a work order and had in fact put in a second work order with photos. Again, no one came out that day and instead consistently accused me of incorrectly setting my ac unit. I showed the maintenance man my ac, which was set to 71 degrees. I can turn in my consistent electric bills showing my ac unit has been set the same. It seems clear to me you don't care about taking responsibility for the damages and money you have cost me and instead just want to turn the blame on me. 

  It is reprehensible to treat people like this. Would you treat your own family like this? Would you take away their basic utilities and condemn them to live in a mold infested box? And then at every step of the way say that this is a minor inconvenience. and that it is all their fault, while they deal with the fallout? 

  Please respond as soon as possible in reference to fees and monetary reimbursement of my items and time. 

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

  Customer response

  03/19/2024

  I replied to this when I received the initial message? The apartment complex has not reached out to me and has made no amends, in fact they falsely accuse me of turning my ac unit off, causing the mold myself. 

  Customer response

  03/21/2024

   
  Complaint: 21383363
  
  I am rejecting this response because:

  My ac unit has not been and has never been turned off. 

  This is a lie and I in fact called maintenance to look at my ac unit to make sure that there is nothing wrong with it. 

  I would like to leave my lease early due to lack of utility consistency and continued damages of my items. I would like the fees associated with breaking of the lease waived, and my deposit returned in full. I also want to be reimbursed for the two days I had to miss work to deal with the mold cleaning. 

  I sent an email on Tuesday, January 30th, about the issue and was told to put in a work order. I was told mold must be addressed immediately. No one came by for 4 hours and then I went to the office and spoke to ***** the leasing manager, who first of all, seemed annoyed by my presence and second asked me if I had let anyone know about this issue. I let him know that I had emailed, and it was he who responded the previous day. I also let him know that I put in a work order and had in fact put in a second work order with photos. Again, no one came out that day and instead consistently accused me of incorrectly setting my ac unit. I showed the maintenance man my ac, which was set to 71 degrees. I can turn in my consistent electric bills showing my ac unit has been set the same. It seems clear to me you don't care about taking responsibility for the damages and money you have cost me and instead just want to turn the blame on me. 

  It is reprehensible to treat people like this. Would you treat your own family like this? Would you take away their basic utilities and condemn them to live in a mold infested box? And then at every step of the way say that this is a minor inconvenience. and that it is all their fault, while they deal with the fallout? 

  Please respond as soon as possible in reference to fees and monetary reimbursement of my items and time. 

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

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No hot water. I have been here almost 12 months and been without hot water almost 4 months of that time. The response I get is no one else is complaining.

  Business response

  08/05/2023

  Dear Better Business Bureau,
  
  I hope this email finds you well. We would like to address the recent complaint filed by Mr. **** ******* regarding a temporary hot water disruption at our property located at **** ********** **** ********* ** *****. We appreciate the opportunity to clarify the situation and the actions we took to promptly resolve it.
  
  As you may be aware, a severe storm swept through our area on July 18th 2023, causing a disruption in our Recirculating Hot Water Pump System, which serves three entire buildings within our community. This unforeseen incident led to a temporary loss of hot water for our residents, including Mr* ****** ** **** *** ** **** ********** *****
  
  Our maintenance team was alerted to the issue immediately, and they worked diligently to restore the hot water service to all affected units. By the following day, we had successfully rectified the problem and ensured that hot water was fully restored throughout the property. Additionally, we took proactive measures to keep our residents informed about the situation by issuing notices and updates via email, community bulletin boards, and through our resident portal.
  
  While we understand the inconvenience that Mr. ****** and other residents experienced during this time, we were disheartened to learn that he was dissatisfied with our efforts to promptly address and rectify the situation. It is important to note that we take all resident concerns seriously and strive to provide exceptional service to our valued community members.
  
  Mr. ****** visited our leasing office to express his concerns, and we attempted to provide him with a detailed explanation of the situation, the actions we took, and the steps we have implemented to prevent similar occurrences in the future. Regrettably, it seems that our explanations were not accepted by Mr. ******, and we sincerely apologize for any miscommunication that may have occurred during this interaction.
  
  We want to assure you that we are committed to maintaining a high standard of service and addressing resident concerns in a professional and respectful manner. We regret any frustration that Mr. ****** experienced and hope that, moving forward, he will find our efforts satisfactory.
  
  Once again, we extend our gratitude to the Better Business Bureau for providing a platform for residents to voice their concerns, and we are thankful for the opportunity to address this matter. If there are any additional details or information required from our end, please do not hesitate to contact us at 407-329-3555 or **********************
  
  Thank you for your understanding and support in resolving this matter.
  
  Sincerely,
  
  Elvis A******
  Community Manager
  Champions Village Kissimmee
  *********************
  
  
  
  

  Business response

  08/09/2023

  Dear Better Business Bureau,
  
  I hope this email finds you well. We would like to address the recent complaint filed by Mr. **** ******, regarding a temporary hot water disruption at our property located at **** ********** **** ********* ** ****** We appreciate the opportunity to clarify the situation and the actions we took to promptly resolve it.
  
  As you may be aware, a severe storm swept through our area on July 18th 2023, causing a disruption in our Recirculating Hot Water Pump System, which serves three entire buildings within our community. This unforeseen incident led to a temporary loss of hot water for our residents, including Mr. ****** in **** *** ** **** ********** *****
  
  Our maintenance team was alerted to the issue immediately, and they worked diligently to restore the hot water service to all affected units. By the following day, we had successfully rectified the problem and ensured that hot water was fully restored throughout the property. Additionally, we took proactive measures to keep our residents informed about the situation by issuing notices and updates via email, community bulletin boards, and through our resident portal.
  
  While we understand the inconvenience that Mr. ****** and other residents experienced during this time, we were disheartened to learn that he was dissatisfied with our efforts to promptly address and rectify the situation. It is important to note that we take all resident concerns seriously and strive to provide exceptional service to our valued community members.
  
  Mr. ****** visited our leasing office to express his concerns, and we attempted to provide him with a detailed explanation of the situation, the actions we took, and the steps we have implemented to prevent similar occurrences in the future. Regrettably, it seems that our explanations were not accepted by Mr. ******, and we sincerely apologize for any miscommunication that may have occurred during this interaction.
  
  We want to assure you that we are committed to maintaining a high standard of service and addressing resident concerns in a professional and respectful manner. We regret any frustration that Mr. ****** experienced and hope that, moving forward, he will find our efforts satisfactory.
  
  Once again, we extend our gratitude to the Better Business Bureau for providing a platform for residents to voice their concerns, and we are thankful for the opportunity to address this matter. If there are any additional details or information required from our end, please do not hesitate to contact us at 407-329-3555 or **********************
  
  Thank you for your understanding and support in resolving this matter.
  
  Sincerely,
  
  Elvis A******
  Community Manager
  Champions Village Kissimmee
  *********************
  
  

  Customer response

  08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: How is this temporary and it’s more than one time. I did not have A/C for the first two weeks. Then when I moved in no hot water. Tenant portal wasn’t working but the pic show going up to November no hot water.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The internet over at champions village In regard to the internet and still having to pay the $70 and not being able to speak with a tech in regard to the internet not allowing certain devices to work properly and slow speeds. I don’t think it’s fair that we can’t get access to tech without having to bother the office.

  Business response

  06/28/2023

  We hope this message finds you well. We are writing to inform you that the internet issue reported has been successfully resolved. Our technical team worked diligently to address the problem, and we are pleased to confirm that the internet service in his unit is now fully functional.
  
  We understand the importance of a stable internet connection in today's world, and we sincerely apologized for any inconvenience this may have caused him. Our resident's satisfaction is our top priority, and we are glad to know Mr. **** ****** is happy with the resolution.

  We had previously sent an email requesting your feedback, but we haven't received a response yet. Please, see attached.

  If you have any further questions, concerns, or additional feedback, please feel free to reach out to our Leasing Office. We are here to assist you in any way we can.

  Best Regards,

  Elvis A******

   

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to moving into the new apartments I had one important thing I needed, which was internet as they said that they will provide our internet for $70 a month and that it is really fast and reliable internet. I told Elvis the manager that I will be in school taking online classes and that I will be working remote part time and so internet was important to me and I was unable to get my own internet. So I took his work for it and since moving in here I have had issues everyday with their internet they provide us and I'm not the only one complaining. I went to the office multiple time asking if it's going to get fixed and he then told me that I should make a issue request on the tenant portal so it goes to corporate and that they will see it. I've now made 3 separate issue complaints and they closed each request without notifying me about the issue on if they're working on it or anything. I do not think it's fair that I'm paying $70 a month for internet that does not work more than 80% of the time. I found another wireless internet provider that I can get on my own but now my issue is they are still going to charge me the $70 even though I won't be using their internet. I need help cause this is not fair. This apartment complex should not have been opened for residents to move in. It is not ready as it should be and yet we still have to pay full price. water takes an hour for it to get hot, internet doesn't work, laundry room isn't open as promised and gym isn't opened as promised.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/08/31) */ In response to the internet issues, we have discussed the problem with the internet provider and are currently awaiting the gateway controller, which will be delivered early next week. This will establish a more permanent connection and improve the experience for all tenants. The laundry room has been opened, and a card may be used to activate the machines. Our gym is open during office hours, which is 10am-6pm Monday to Friday, 10am-4pm on Saturday, and 11am to 3pm on Sunday.

*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. ↩