Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The establishment is now called “The Champion at Bluegrass” formerly known as “300 at the Circle”. Attempted to do a walk through for the apartment on the end of lease date on the said appointment (May 7, 2024 at 2 pm), and to return the keys in order to get my deposit back (approximately $1000). However, the office was closed, spoke to one of the employees as they were leaving around 1 pm and they stated that their system was down, and said they do not know when they will be able to re-schedule. Left several voicemails throughout the week and still has not returned my call. Stopped by the office again (May 14, 2024) during office hours around 9:30 am and the office is still closed. Tried to email, and there was no email contact on their website. The apartment is clean and is ready for a walk through, I have been a tenant for the past 3 years and have paid my monthly rent on time and would like to get my deposit back.

  Business response

  06/04/2024

  Hello ****** **** - We apologize you were unable to reach the office.  I forwarded a copy of your final account statement to you as well.  It looks like the deposit we have for you on your lease is $585.  Also, thank you for leaving the apartment in good condition, it looks like the team did not charge you for any cleaning/damages.  If you can please verify your current address, so, we can expedite your refund.   It looks like the address listed is on ******* Court.

  Again, thank you for letting us know about your experience, as we take all complaints seriously, and look for ways we improve the services offered.  We apologize for any inconvenience you may have experienced.  

   

  Thank you

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: as previously stated my previous roommate who broke her lease ****** **** also had a deposit, and their property manager had mentioned that her deposit will also be deposited to my account which will be ($1000 + in total). My new address is **** *********** ****** Lexington Ky 40509.
  
  Sincerely,
  ****** **** ******

  Business response

  06/24/2024

  Please see enclosed letter.  Thank you 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 25, 2024 I put a work request in to have my AC fixed in my apartment unit. I’ve had to argue with the apartment to fix the AC and for four weeks straight every time I asked I was told the parts will be here this week, and every week goes by and the parts still are not here. My wife and I have made numerous complaints as we sweating inside our apartment with no actual resolution this has been going on for over a month now and the apartment complex is not being helpful at all. They keep giving the same runaround answers of We’re just waiting for parts, but they say it will be here this week, and then it still doesn’t show up I firmly believe that they lied and have not ordered the parts yet because they were trying to have me wait till April to order the parts anyway every time I put the work request in saying that IC is broken, they close it without making any repairs completely destroying any paper trail of the longevity of this issue

  Customer response

  04/01/2024

  Can I add the management company to the complaint as well?

  Business response

  06/05/2024

  When AC was called in, this was during the cooler/winter months of the year, and we were not able to repair during the temperatures at this time.  This was repaired on April 16, 2024, once the weather was warm enough for our team to complete.  This was confirmed as repaired with resident on 4/16/2024 by our customer fulfillment team as well.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into these apartments on April 22, 2023. I reported a broken water heater on May 22, 2023. The water heater was so bad the repair man had to use the new heating element to scrape out the calcium build up in order for it for "fit" inside the old broken water heater. On June 22 I came home to find that the water heater had exploded and flooded my apartment. When I asked the front desk what happened they said they saw that it was flooding days prior. No one from the office tried to notify me of this incident. I have 2 cellphone numbers, multiple emails and they have their apartment web portal they also could've messaged me on. They never tried to contact me. The entire apartment was soaked and molding, my belonging were thrown all over and wet items were thrown on top of my mattress, ruining it. My Afghanistan war rugs were tossed into a tub that was leaking all over them. Which is also something I reported broken and they never fixed. I'm a disabled veteran and just spent thousands of dollars to hire people to help me move into this apartment. The apartment managements inability to correct this problem lead to almost $10,000 in property damage as well as my inability to inhabit the property. *** ********* ** ******** ***** has since reported me to a rent recovery solutions, stating that I have skipped out on paying my rent. However, according to Prop. Code Section 92.056 Landlord Liability and Tenant Remedies; Notice and Time for Repair, section (e) Except as provided in Subsection (f), a tenant to whom a landlord is liable under Subsection (b) of this section may: (1) terminate the lease;

  Business response

  02/21/2024

  Hello *******, 

  Can you provide your apartment number and full name so I can look into your claim. I cannot find you in the system with the information provided.

   

  Thank you.

  Business response

  04/02/2024

  To Whom It May Concern,

  After thorough review of the information available to us, it has come to our attention that there was an error in sending the past resident's account to collections. We apologize for any inconvenience this may have caused.

  As a result of our investigation, we will be removing the lease break charge from the resident's account. However, it's important to note that any remaining balance will still be the responsibility of the resident. This includes charges for the removal of items from the unit, damages, as well as any outstanding utility charges.

  For your reference, we have attached pictures of the move-out inspection to provide clarity on the condition of the unit upon departure.

  We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please don't hesitate to reach out to us.

  Customer response

  04/03/2024

  I’d like to see the photos they provided if possible.

   

  thanks!

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  These people failed to return my deposit after I moved out and have ruined by credit with a bogus collection activity. I do not owe them any money per rental history they sent. How do I go from owning zero to $680 dollars and you keep my deposit. My rent was not even that amount per month. As a housing voucher recipient they would not have allowed me to move owing any money nor would my current landlord have allowed me to move owing a previous

  Business response

  07/11/2023

  I am writing in response to the above BBB complaint submitted by ********* *******. ********* ******* vacated the apartment community, *** ***** ***** in Thomasville, NC on 10/31/2021. ********* ******* had a balance due on her account of $885 that was for prior months rent and late fees in the amount of $328 and October rent and late fees. *** ******* was responsible for the full month of rent for October in the amount of $532 and a late fee of $25. Total balance due at move out being $885. 

   

  The paid security deposit of $200.00 was taken from the total balance due of $885,leaving an open balance that was turned over to collections in the amount of $685.

   

  Should you have any questions or require any additional information, please give me a call 913-671-3326. 

   

  Sincerely, 

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

  Assistance VP, Regional Manager 

  Customer response

  10/16/2023

  These crooked people, which I will be filing legal action against took funds from the Hope Program for rent during the pandemic.  Per their taking assistance from the Hope Program which I have my paperwork that *** ***** ***** provided showing in month of May I only owed $160 someithing dollars or thereabouts, (don't have the paperwork in front of me as I am responding to this complaint_  My rent was paid on time going forward to HOPE's assistant.   on behalf of any tenant,, late fees  if any were supposed to be waived which they failed to do and still (not myself) violated the guidelines for receipt of HOPE Funds on behalf of tenants.  I was not at the residence on October 31st.   Per Lexington Housing Authority and Section 8 guidelines, I had to vacate the premises of Big Chair Loft by a certain time.  My current lease and occupancy to my current resident was on October 7th.  So how in God's name can you say I vacated your premises on October 31st, which as governed by the Housing Authority I had to be vacated before then.  Not to mention the rental history that was sent directly to my current leasing office does not reflect any balances owed.

  These people are also crooked in that depending on who was in management, late fees were not initially charged as it was disclosed and in my file as a Social Security recipient I received my check the second Wednesday of every month.  These people need to lose their tax credit status.  Instead of helping low income individualas they are taking advantage of low income individuals in every way they possible can.   

  As a former resident of *** ***** ***** I feel that they are trying to get money out of people for the people that did vacate their premises without notice and damaged the property (which is my case I was not one of those individuals.

  I will allow the judge to look at and make a decision based on my evidence.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve lived there over 4 years, in the past 2 years we have had new management in and out who aren’t any help. For the past year we have dealt with roaches in our building when in fact it didn’t happen till our new tenants moved in. We had spoken to the front office and all they did was spray. From time to time we still have this issues. Another thing when we moved in every building is suppose to be lock and open only by a resident to has a key fob. Over a year ago our door has been broken and no longer need for the fob. We have told every new management that has come in and even went above and contacted corporate about the issue. Which they promised to have it fixed which it hasn’t. So anybody could just walk in our building when they want which has happened. Another issue is our mailboxes have been broken into and we are no longer getting mail, I wasn’t aware that postal service had already spoken to the office and they had told them. It was their issue and needed to be fixed by June or any resident would no longer get mail to the address. I’ve been in contact with both front office and corporate and nothing has been done. We pay for these security services and none work. I honestly don’t know what else to do. I’m pretty sure other residents in my building have more pictures as we are all tired of the miscommunication, and the revolving door of front office staff.

  Business response

  06/07/2023

  ***** ****** ****** ********** ******* ****** *** ****** ******** ****** ******* ******* ****** **** **** ** **** ****** ****** ***** ** ***** *** **** *************** ************ ******* ****** **** *******
  Please consider this as ***** ***** ********* ** ********** formal response to the above
  reference complaint.
  On April 4, 2023, Ms. **** reported to the leasing office a list of concerns she had with the
  property. The first concern was pest control in her unit. The second concern was the key fob
  reader for breezeway doors not working properly. The third concern was mailboxes not latching
  and being left open.
  On April 4, 2023, Ms. **** was informed pest control comes out to the property every Tuesday
  and it was upon request by resident only. Ms. ****’s unit was sprayed on April 11, 2023, as well
  as April 18, 2023, for pest issues. Since April 18, 2023, no current requests have been made by
  Ms. **** for treatment.
  On this same day April 4, 2023, maintenance evaluated the door, and it was determined the fob
  reader was not working properly. The property manager contacted the third-party vendor on
  April 5, 2023, who started working on the back end updated the software to our computer as
  needed. Informing office staff, it would be a timely process to complete the upgrade. Software
  uploads and updating were completed on May 24, 2023.
  On June 5, 2023, Property manager as well as maintenance will be going breezeway to
  breezeway to update all door systems to the newest software as they need to be for the key
  fobs to work properly.
  
  ****** ***** **** ******* *********** ************ *** ****** ************ *** ************ ****** ************************** **** ******* ******* ******* ***** *** * ******** ****** ***** ******************
  
  Page 2
  On April 17, 2023, new mailbox latches were ordered and placed on back order with an eta of
  June 3, 2023. We anticipate the mailbox latches to arrive as scheduled and to be installed on
  June 5, 2023, with no issues.
  While we understand Ms. ****’s frustration, Champion at Bluegrass and agents are addressing
  Ms. ****’s concerns as quickly as possible with a completion date of June 5, 2023.
  ********** ****** ***** ****** ***** **** ******* *** ****

  Customer response

  06/07/2023

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 20th 2023 I made a payment of $225 online via credit card to southpointe apartments to apply for an apartment. I got approved and was ready to move in on February 1st. They advertised on their website that the apartments were ready to move in, but clearly were not. I got my lease information the following Friday January 27th. The week of Jan 30th to Feb 2nd the snow storm happened which I understood why I wasn’t able to move in on February 1st as planned: On Thursday Feb 2nd the snow storm was over and people were going to back to work I called to see my availability to move in and they responded with “you apartment is not ready and its not cleaned”. I later showed up in person on February 4th and waited two hours outside the leasing office to speak to ***** ****** (who works there) who was extremely rude (she also lives at southpointe apartments). Later that day on February 4th I received a call from a private number at 6:10pm from ***** ****** stating that “corporate decided to cancel my application”. Corporate for southpointe apartments is cohen esrey and they are closed on Saturdays. Later on after actually calling corporate on Monday I discovered she to talked to her regional manager (*******), and she decided to cancel my application. There was no true reason or concern for her canceling my application other than merry lying on me and not liking me. On Saturday February 4th ***** ****** also stated she would mail my $225 check out that day and even asked for my address. It is now February 23rd nineteen days later and have not received my check. Cohen esrey will not answer my phone callas anymore and they have not refunded me my $225 from January 20th. Loretta (regional manager) and ***** ****** (leasing office employee) canceled my application out of dislike. They also left me homeless over a week for not having the apartment ready and canceling my application. Cohen esrey (corporate) did nothing about it and hasn’t refunded my check back to me.

  Business response

  03/06/2023

  We are in receipt of the complaint filed by *** ****** regarding her application, and the requested refund of $225.00. Please accept this as a formal response to *** ******** compliant. Our records indicate that a refund has been processed on February 23, 2023, in the amount of $225.00 check # 2832 and mailed to the address provided in your letter under “Customer  Information”. Please understand there is a process to process a refund which can take several days and as stated has been completed on February 23, 2023. At this time, we consider this matter satisfied and closed, and are hopeful you will find the same outcome.
  If you have any additional questions, or need more information, please feel free to contact directly.
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live at a Cohen-Esrey Property. They use ********** for utilities. I live in an apartment that is under 900sq ft. and have incurred astronomical gas and water charges. My neighbors have all also incurred these charges. The only things that Cohen Esrey has said is that the meters are outdated, they will not be fixing them, acknowledged that we are all being overcharged, and then said they will switch to charging averages depending on tenant capacity and apartment size… Which does no fix any problem. Every tenant that I have spoken to has had this issue, since billing for October 2022. This outright price gouging and absolutely no plan to actually fix it aside from using arbitrary numbers is absolutely unacceptable, and they need to be held accountable. These prices are twice what I paid in 2021. If they average me at $6/per 1000 gallons of water, if my math is right… that would mean I myself would use about 9,000 gallons of water for my apartment per month. That isn’t possible.

  Business response

  01/12/2023

  Re: ID # ********
  Dear *******
  Thank you for passing on the resident’s concern to us. ******* **** uses a 3 rd party billing company for
  the water and waste water charges. Below is an explanation of how the resident bill amounts are
  determined,
  Water Charges
  Your water charges are calculated based on local utility provider bills.  An installed sub-meter measures
  your water consumption. The rate your community is charged, per gallon, is calculated by dividing the
  community water bill by the total sub-metered water measured in all apartments. ********** will then
  multiply the usage of your unit by the per gallon rate to calculate your monthly charge.
  ** The following example does not reflect actual bill or rate amounts**
  
  The total community water expense will be divided by the
  total consumption for the community to find the per
  gallon rate
  
  $6,210 / 998,376 = $0.00622 per
  gallon
  
  The usage of your unit is multiplied by the per gallon rate
  to calculate your monthly water charge
  
  3,230 x $0.00622 =  $20.09
  
   
  
  ***** ********* **** ****
  Regional Property Manager
  Cohen-Esrey Communities, LLC
  Direct ************
  Fax ************
  Email ************************
  
  8500 Shawnee Mission Parkway Suite 150 ~
  Merriam, Kansas 66202
  ******************
  
   Sewer Charges
  Your sewer charges are calculated based on local utility provider bills.  An installed sub-meter measures
  your water consumption. The rate your community is charged, per gallon, is calculated by dividing the
  community sewer bill by the total sub-metered water measured in all apartments. ********** will then
  multiply the usage of your unit by the per gallon rate to calculate your monthly charge.
  ** The following example does not reflect actual bill or rate amounts**
  
  The total community sewer expense will be divided by the
  total consumption for the community to find the per
  gallon rate
  
  $5,247 / 998,376 = $0.00526 per
  gallon
  
  The usage of your unit is multiplied by the per gallon rate
  to calculate your monthly sewer charge
  
  3,230 x $0.00526 =  $16.99
  
  Beginning February 1, 2023, the property will begin using a RUBS billing system, which means that each
  apartment will be billed based off of the square footage of the apartment home, and the number of
  people that are residing in the home. We do not anticipate a substantial change in billing amounts due
  to this change, but believe that it will be a benefit to our residents.
  Please let me know if you have any additional questions regarding this matter.
  
  Sincerely,
  
  ***** ********
  Regional Manager
  
  Cc: file

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since I got to the apartments it has just been a catastrophe. I had to switch apartments on my renters insurance as well as my light company which caused the confusion on everything. Upon moving in to the new apartment that we were given things weren’t up to par like they should’ve. There was a hole that needed to be fixed that was supposed to be fixed the next day and it wasn’t. My front door had a hole in it under the lock. had doors coming apart that now need to be replaced altogether. My refrigerator was not cleans and I couldn’t use my dishwasher. I had shelves missing from my refrigerator. Outlets that would not work. Not to mention the gnats, spiders and roaches that I constantly have to fight off. The main thing to top it all off is the fact that I keep having plumbing problems with my toilet. I keep having to replace my rugs in my bathroom because the toilet will overflow and flood my bathroom. The first time it happened and I called to get it fixed on a Saturday I was told that it wasn’t an emergency and I went without a toilet all weekend. Someone came to fix it, but it makes noise all day and night constantly. Currently, pipes burst all over the complex and i have been without water for 4 days with no ETA on when it will be fixed. Overall I am very disgusted and disappointed with these apartments. If I could move out today I would. The apartment managers do not care about their tenants.

  Business response

  01/18/2023

  After walking *** *********** unit (unit #****) on January 10, 2023, the hole in the front door had been  repaired and did not need to be replaced. I asked *** ********* about the refrigerator not being clean, he  stated the problem was not the cleaning, but the missing shelves and the shelves were replaced when I  inspected his unit.
  As for his dishwasher, I asked *** ********* about his dishwasher, he stated it was operable.
  I looked for roaches or other pests, but saw none, although he did state it was getting better.  The toilet has been repaired; however, the issued was a result of him flushing baby wipes down the toilet.  The manager repeated herself again, while walking his unit with me, that he could no longer flush baby  wipes down the toilet and he stated he understood.  
  As for nonavailability of water for 4 days. A freeze hit Arlington on the night of December 23, 2022, which impacted most of the city as well and which resulted in broken pipes. We were placed on a waiting  list for a plumber which took 4 days to get the pipes repaired. During that period, we provided bottled  water for consumption and buckets to get water from the pool to flush toilets since this was the only  solution at the time.
  If you have any further questions, please feel free to reach out to me directly.
  Thank you,
  ******* ******
  Regional Property Manager

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I did not have a positive experience here and even with all the issues i had im still fighting for my deposit back. I lived in a basement floor unit apartment at ***** ***** ********** where i dealt with constant leaks from the unit above. The carpet wasn't clean upon move in. I dealt with large spiders on a weekly basis. Maintenance entering without notice when i was a single woman with an infant. My mailbox did not require a key as it was broken and never was fixed when i requested it. I believe living in this apartment is possibly what has lead to my current health issues and hospitalizations beginning in December 2020 and a bacteria being found in my stomach. They claimed they would forward my deposit to the address i provided and til this day im waiting for my $200. I called and they said it would be sent. Im not expecting anything from them but my deposit refunded and ive been waiting a long time for it. (I had a video to attach but the only accepted formats are PDF, DOC, JPEG, TIFF, PNG)

• Initial Complaint

  08/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Company was asking for $350 for an application fee. We paid the money on 6/20/22 and I have a receipt signed by the manager on the property but on July 1 we were sent to collections and it hit my credit. The manager on site said this would not hit our credit. We have not heard from the company since paying the balance. This is for the preserve at westover property.

*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. ↩