Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an 8-year tenant of *************************, a property managed by Entrust. Recently, property management has sent daily e-mails to all tenants informing them of an upcoming mandatory property-wide inspectionon October 10, 2024, along with a preventative maintenance inspection and a property sweep consisting of removing of junk items outside each building within a 2-week period. While they provided sufficient details regarding the preventative maintenance and property sweep, there were no details regarding the property-wide inspection, which involves bringing in an unknown third-party inspector. I sent an e-mail response asking for the following details: Who/which entity is performing the inspection, the specific purpose of the inspection (i.e., things they were looking for), and why this could not be done at the same time as the preventative maintenance, which seems more logical to do. I had to send two follow-up e-mails before they finally responded, at which time they simply told me to read the previous e-mails. I responded telling them that I asked these questions because said previous e-mails were not specific enough and expressed my displeasure about being dismissed in this fashion. I asked them to provide a time range when they would be conducting this mystery inspection so I could be present and observe while minimizing time I had to take off from work, all of which I believe I have the right to. They refused to provide a specific time, despite having planned this inspection for two weeks. They have been very vague and secretive about this event across several communications, which has caused me significant stress and anxiety over the last week. I am not seeking money nor an apology; I want clear answers to the three questions I originally asked about this event, in addition to an explanation of what actions will be/were taken during this event.

  

  Business response

  10/24/2024

  As management, we periodically conduct thorough inspections of the property.  These are often completed over one or two days. These inspections cover all areas to identify any unreported maintenance needs or pest issues. Completing these inspections allows us to ensure that our residents' homes are well maintained and ensuring a positive living experience. We also often address preventative tasks, such as replacing smoke alarm batteries and air conditioner filters as necessary.  Our team, along with a pest control vendor, will carry out these inspections. We recognize that residents may not always be aware of or report minor issues like running toilets or small leaks, so its our responsibility to proactively identify and resolve these concerns. 

  Additionally, we schedule and facilitate mandatory annual insurance and lending inspections conducted by third-party vendors on behalf of the property owners. We understand that having someone enter residents homes can be inconvenient. To minimize this, we notify residents in advance of the inspection dates. Although our leases include an entry clause, we strive to give as much notice as possible. While we can provide the date of entry, specific timing can be challenging due to the structured nature of the inspections. We regret that any resident felt our intentions were secretive. Our goals are clear: to address maintenance needs, pest control, and fulfill mandatory inspections for insurance and lending purposes.

  Again,  we regret that this resident felt uncomfortable or as if anything was being hidden. That was certainly not the goal.   

  Customer response

  10/25/2024

  I have reviewed the business' response regarding complaint ID ********, and I believe it was fair and transparent enough to satisfy my original inquiry. Therefore, I do not wish to pursue this matter further. Thank you.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into Apartment 326 at ******************* in ***********, ** in January of 2024. On Monday August, 5th I received a call from management 2 weeks after my inspection that my apartment had been infested with German Cockroaches and that they were going to come spray my apartment. They sprayed my apartment two days later and not even 24 hours after I saw signs of more cockroaches and have seen more every day since then. I have noticed numerous reviews online stating that this is not an uncommon problem with this apartment complex and that it truly does not get handled properly. The apartment just keeps getting sprayed but does not affect the cockroaches that are within the insides of the walls, outside or anywhere else they could be found. These roaches carry numerous types of diseases that have caused me to decide to live elsewhere until something could be done about this problem because I see my own apartment that I pay rent for is inhabitable. I feel unable to eat my own food in my pantry that I have purchased because of evidence of cockroaches as well as finding eggs in my bed where I sleep and knowing that they can reproduce rapidly makes me want to leave the entire facility before I develop a disease or become sick from this infestation. My apartment has truly become inhabitable.

  

  Business response

  12/03/2024

  Pest issues occur when living conditions in buildings are conducive to reproduction of pests.  We completed a full sweep of the property to ensure that any pest issues that remained unreported by residents were addressed quickly.  It was identified that there was evidence of the roaches in this apartment, so a treatment was scheduled immediately.  It's common to see activity after treatment for up to two weeks,  but treatments are extremely effective.  

  While Entrust no longer manages Eastview apartments and we are unable to speak to whether the issue was resolved in his unit,  we are confident it would have been resolved with the continued treatment and cooperation from this resident.   

  Should the resident continue to have issues,  he would need to reach out to new management.  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  - I have been a tenant of Entrust Property Solutions since 2020.- I am a person with a disability.- My apartment recently flooded, and the company wasnt able to identify the source; it could happen again.- *********** did not help me remove the water from my apartment.- I have submitted a reasonable accommodation request to terminate my lease early and without penalty, and have been denied.- *********** is also claiming they have no record of me ever making the security deposit, despite my having proof that I did.

  

  Business response

  11/20/2023

  This has been handled as follows:
  
  There was a leak reported on 10/13- We responded with maintenance, plumbing vendor, and restoration company to dry out.  Response was sent within 30 mins of the emergency call.  Water seemed to be coming into their unit from the hallway, the Vendor found no source for the leak after thorough investigation.  No further leaking has occurred. Towels were immediately used dry the area to prevent damage to the property and to their belongings. A second professional was brought in to confirm that there is no active leak.  After some time,  a third professional also determined that there is no leak.  
  
  The resident requested a reasonable accommodation due to a disability. 
  
  She provided a doctors note from 2020 stating that she has "certain limitations" due to a mood disorder that qualifies her as a disabled person.  She requested to be let out of her lease at no cost, due to the anxiety caused by the possibility that another leak may occur in her unit.  
  
  We do take her concerns extremely seriously, and are happy to work with her to reach a reasonable solution within the requirements Fair Housing and Americans with Disabilities Act.  
  
  The accommodation request was not immediately approved due to the age of the documentation (over 3 years old) and the fact that that it doesnt specify that she cannot live in her apartment due to her medical attention.  
  
  The lease agreement offers an option for early termination, and we offered a 50% reduction of the fee for the option of terminating her lease early.  
  
  We are still working with the resident to ensure that we are doing everything in our power to accommodate her disability.   

   

  We are aware of her paying a security deposit and have let her know this information.  

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while Im not satisfied with their response I would like to have it closed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My partner has lived at ******** ***** **********, managed by Entrust, for over a year. I recently joined his lease. The most recent issue: we went to pay rent on June 30 and noticed we’ve accrued roughly $80 in late fees, when we paid our rent on time (and always have). Upon calling the leasing office, with no answer, I went in person. They were not in the office at 11:50 AM, despite their hours being listed on the door as 9-12 on Fridays. After this, to avoid more late fees over the holiday weekend, my partner and I agreed to pay the account balance in full and approach them about a refund when they are back in office. After calling a couple of times this morning (July 5) to no avail, they eventually answered and told my partner these fees were from an unpaid renter’s insurance premium (we have renter’s insurance through a third party and have never, to our knowledge, signed up for or paid for Entrust’s policy), and we must pay them the premium and late fees. It’s complicated, but they claim that autopay is only withdrawn on the 1st of the month, so if a charge is posted after we are to manually go in and pay it. This has happened once before to us, for a different charge, and after many phone calls, they finally agreed to waive the late fees. At that point, the woman I spoke to assured me that I would receive notification if I have an outstanding account balance. She claims we were notified this time, but there is no record on either of our accounts and neither of us received a call, letter, email, or text. This issue comes along with others; leasing office hours are inconsistent, phones are seldom answered and anytime we have left a message the call has never been returned. We’ve even seen a note stuck to their door by an elderly woman who needed help and couldn’t get in contact with maintenance. Our bathroom ceiling has black mold, and the AC unit on our living room wall leaks. Both of which have been “repaired” by painting over them. Overall poor management.

  

  Business response

  08/08/2023

  This resident was auto enrolled in the internal renter's insurance policy at a rate of $12.50 per month due to failure to provide an updated certificate of insurance from a third party insurance company, per the insurance addendum included in the lease agreement.  The premium for this policy was $12.50 and is subject to late fees, all of which is outlined in the lease.   While a notice isn't required to uphold either landlord or tenant responsibilities to the terms of the lease agreement , our records do indicate that a notification was sent via email to the resident regarding this policy being added to the account.  

  Office hours at Galloway Creek are noted on the office doors at all times, although the Property Staff is periodically out of office executing tasks required for appropriate management of an apartment community.   

  Maintenance records show that a repair was made to the bathroom ceiling, including appropriate treatment to ensure healthy air quality as well as a drywall repair that required paint to bring back to  standard.  Multiple Air conditioner repairs were also made in the unit,  all of which were completed in an appropriate manner. 

   

   

   

*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. ↩