Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been chronically sick and my doctor told me to check for mold in my apartment and to my surprise found the air conditioning unit is filled with mold, in the unit, in the coils, and in the filter (which had not been changed since 12/26 to which I have proof because the filter said 12/26, I have ring cameras for my dog which are on in the unit and they never came to replace it, oh and additionally my dog had to be put down due to respiratory issues she did not have until we moved into ******* *****). I was gone for a work trip recently and returned to find a huge spot of fuzzy multicolored mold on the wall outside the closet which houses the unit. There has been water leaking in the wall due to a backed up condensate drain which I found out the drain is for the entire building which runs through my apartment for months as well. I reached out to them multiple times to resolve the issue and no one return my calls from maintenance. When I called the property manager she said “it is not my problem, there is nothing I can do.” They finally came but. I had to leave my job and go to the apartment and stand there so they would attempt to fix the issue. They sprayed bleach on the coils and wiped it with a Scott papertowel, but the heaps of black and white mold seeping in, on, and on top of the coils still remained. I told them the air unit needed to be cleaned and the ducts needed to be cleaned however nothing has been done as of yet. I have so much more to put here with additional facts from my ring camera. I would appreciate any help or advice you can offer.

  Business response

  06/07/2024

  We are in receipt of *** ******* complaint.  *** ***** filed a work order related to potential mold in her apartment on the evening of May 1, 2024.  Within 48 hours, a  technician had been dispatched to the rental unit in order to address the concern.  *** ***** filed this complaint on or about May 3, 2024. Proper repairs were made and all areas with potential mold growth were cleaned with HVAC coil cleaner, Kilz or other appropriate mold remediation products.   Representatives from Anderson Communities and Resident Services have remained in contact with *** ***** throughout this process and have worked to repair or remediate any and all issues she has brought to our attention. We are unable to take action on an issue within the rental unit without being made aware of its presence.   At this time, it is our understanding and position that all outstanding work orders related to potential mold issues have been properly addressed.   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since moving into the rental residence there has been on going issues with the property that is never address or is communicated that it will happen this week, but never occurs. The first this was when we moved in there was numerous issues with the structure of the house, paint, and appliances put in. Anderson community just stated they were going to note them and not fix them or charge when moving out. Secondly, there was a fence but no gate in order to exit; we expressed several times it was a hazard and that it was needed in order for the lawn to be taken care of. We were told several times it be later on that week when it would be installed but never was done. As of today the ac when out and has climbed over 83 degrees in all the bedrooms and upstairs; called around noon and they stated they would send someone that afternoon. Around seven no one had shown up and called emergency services since I have medical issues and was told that they never had a work order and will not respond since the current temperature outside was just below 80 degrees. I tried to express to the lady that it was over 83 in the sleeping areas and about my condition to which she interrupted and was rude about the situation stating that they have other orders and will not come out even though we had called during business hours earlier. It has been an on going issue with the rudeness of the customer service and with trying to get things fixed. My only option is to turn to BBB for help since pleading with them and trying to be cordial about the situations is not getting the services to fix the listed issues.

  Business response

  04/23/2024

  
  Dear BBB:
  
  We received your letter dated April 16, 2024, that outlined complaints by a resident, *** ***** ****.  We understand that these matters could be an inconvenience to *** *****  After investigating the complaints, it has been determined that the AC issue was reported on April 15th and was repaired on April 16th.   We have also installed the gate in the fencing, and it is our understanding that all issues have been resolved.
  Currently there are no outstanding work orders pending for *** *****   We value the feedback from any of our residents and appreciate your assistance.
  
  Sincerely,
  
  ** ******** ****** ***** *******
  Anderson Communities

*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. ↩