Complaints

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented from this company because it is the talk of campus town. Because of the price and the number of people that are dying to live here I was over the moon excited...until I moved in. The conditions of the unit upon move-in were repulsive. There were dirt and salt (from winter) stains all over the vinyl flooring, paint marks also on the flooring and along the baseboards, along with on the towel racks/baseboards in the bathroom. Upon checking the sink (the DAY I moved in) there were microorganisms growing in the garbage disposal. It was clear to me that they had failed to complete a routine "cleaning" they charge everyone at the end of the year. During the winter I fell ill with COVID. Around Jan. 3rd the temps in Illinois were below freezing (-10 to -20 degrees with windchill) and my heat went out. I called the emergency line and they gave me a small-sized heater for the night. Maintenance came the next day and it took them several hours to fix the heat in below-freezing temperatures! Because I had covid I was confined to my room for the entirety of maintenance being in there and I had my dog who was also contained in my small small room. This brings me to my next complaint. My roommate moved out of the apartment in late May to go home for the summer but I stayed in our apartment until the lease neared ending. I moved out of my unit on July 26th in pristine condition (a plus for this business considering the state in which I moved into it). I can say this in confidence because my mom had come to help me scrub the bathroom and kitchen and pack my things up. A month later, my roommate and I find out that we were EACH charged $15 for "bathroom cleaning." Upon calling and asking for further information, the bathroom cleaning was for urine in the toilet. No other description was provided in terms of how it was proven to be MY urine and confirmation that it was MY toilet. On top of all of this, the pool was never useable. They always said "it was broken"

  Business response

  11/14/2022

  Hello ********** 
  
  Thank you for reaching out. Upon researching your maintenance concerns, I do see your work order entered for the heat being out in January. The normal process for this is to first inspect the concern and then determine the quickest resolution to your issue. The notes on you account had listed that you had requested a heater for the night as you had COVID and would prefer to be quarantined in your room while work was completed. The work order was completed the at 1PM the following afternoon, as in-line with our Service Request policy, after purchasing the correct parts to resolve the issue. Additionally, I apologize that your move-in conditions were not up to our typical expectations for incoming residents. Typically, we keep all vendors on-site to address any resident concerns as soon as they arise and love to take every opportunity to correct any issues and create a better experience for all residents. In light of this experience, your cleaning charges posted after move-out conditions are assessed were courtesy waived on November 2nd, 2022. Please let me know if you have any questions or if there is any further assistance I can provide.

   Thank you,

   ******** ********

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company is attempting to charge me for damage to a property and cleaning of an area that I was not a part of. In fact I had moved out of the building due to roommate issues that the company refused to resolve.

  Business response

  09/16/2022

  Hello,
  
  After reviewing *******s account, Campustown Rentals has reversed the common area cleaning/damage charges that were previously applied to the account. The charge for the replacement of the mailbox key still remains and should be paid as soon as possible. Please let me know if there are any further questions.
  
  ***** **** ******** ******** **** ******* ********** *******
  ** ************ * ** ************ ****************** *** * ***** ******* ***** *** ********** ******** ***** ****************** **** ** ***** **** **********
  

  Customer response

  09/16/2022

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

*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. ↩