Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reside at ********** on the River and have been without internet service since December 3rd. On December 5th, an Xfinity technician visited and informed me that there is no signal due to a cut cable line. Goldmark is currently renovating my complex, and their contractors working on my building cut the cable line, which is the reason I do not have internet. I promptly notified your office upon discovering the cause of the issue.Over the past two weeks, I have contacted the office management multiple times. Despite being aware that I work from home, management has chosen not to take action to address the issue. This situation has significantly impacted my ability to perform my work duties. I am urgently requesting that this issue be resolved immediately.Additionally, on December 13th, contractors were working on the roof, and since then, the light fixture in my bedroom has stopped working. These recurring issues have caused significant inconvenience.I am requesting that both my internet service and bedroom light fixture be repaired without further delay. This situation is unacceptable, especially considering the high rent I pay for these necessities.

  Business response

  12/30/2024

  We understand how important internet access is, especially when you work from home, and we apologize for the inconvenience this situation has caused. The disruption to your internet service was caused by a cut cable line during the ongoing renovations at your building. We promptly contacted Xfinity, and their technicians have been on-site multiple times to assess the issue. It has been confirmed that the repair requires a specialized wiring technician, and we are actively working with them to expedite the necessary repairs.

  In the meantime, we have reached out to you to offer access to the community room Wi-Fi to help alleviate the inconvenience. We understand this is not an ideal solution, but we want to provide support until the repairs can be completed.
  Regarding your bedroom light fixture, we are sorry to hear about this additional issue. We encourage residents to submit maintenance requests for items like this as soon as they occur, so our team can promptly address them.

  We value your residency and want to assure you that we are doing everything we can to address these issues. Please dont hesitate to reach out to us directly at *********************************** or call the office for updates. Thank you for your patience as we work through these challenges.
  
  

  
  

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into the apartment through Goldmark at the *************** office in February of 2021 when I moved in I noticed there were a few major issues . 1. They never installed a fan in the bathroom to vent out steam causing the paint to peel. 2. The heaters didnt work or ac at all , 3. The carpet had never been changed from the previous renter and they had bugs .3. They didnt fix the ** so they put in an outdated window unit that was leaking and ended flooding my kitchen and mildewed my carpet . All of these things Ive complained about for years and they never fixed it I dont feel its fair Im paying full price for amenities and they dont even work and never have not to mention my rent went from $690 to $1000 and I owe excel energy because I refuse to pay for heating and cooling when its never worked for me.

  Business response

  11/19/2024

  We understand how frustrating maintenance issues can be, and we are committed to addressing them promptly. Our team will be replacing the bathroom fan and inspecting the bathroom ceiling to determine if any additional repairs are needed.
  The carpet in your unit was replaced prior to your move-in in 2021. If there are any current concerns with the carpet, we encourage you to let us know so we can address them. Regarding the heating and cooling system, we recognize the challenges with the current setup. We are currently assessing replacement options for a long-term solution.
  While window AC units were provided as a temporary fix when the cooling system failed, we could not locate any maintenance requests of flooding or leaks from your unit. If you have any issues with leaks or flooding please submit a maintenance request so we can ensure this gets fixed as soon as possible. 
  Were sorry for the frustration this has caused and hope to resolve these issues for you as quickly as possible. If you have further questions or additional concerns, please reach out to our team at *************************************************************. 
  
  

  Customer response

  11/19/2024

   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.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The light bulb has been out in my refrigerator for almost 2 months. I don't know how to change it myself as i live in an apartment complex. I have filed a maintenance request on 8/26/2024 & again on 10/18/2024, and still no one has come out to replace a light bulb. It's really hard to see in there, and I'm getting tired of using a flashlight every time I try to find something in the refrigerator. How can I get this lightbulb replaced? Thank you.

  Business response

  10/24/2024

  We sincerely apologize for the inconvenience you've experienced with the refrigerator light and the delay in addressing your maintenance requests.
  Upon reviewing your account, we do see both work orders you submitted for the lightbulb. Our maintenance team replaced a vanity bulb in the refrigerator previously and our technician will be checking it again today to ensure everything is functioning properly. We appreciate your patience and understanding. If you have any further concerns or questions, please dont hesitate to reach out to us directly at ************************************

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident of *****************, ***************************************, ***** I went outside on Friday night around 11 PM and came back on Saturday evening near about 5 PM to grab few of my stuffs Till then things were ok I returned back Sunday 2 PM at my apartment and found my apartment doors lock broken badly Someone tried entering into my apartment illegally I checked my belongings and luckily nothing was stolen, it seems the person was not able to make it up though tried very hard I filed a complaint and an officer came to investigate the situation at my apartment Someone from maintenance came and fixed the door but it was done very temporary and that was all they could do from their end as they didnt have sufficient gadget to fix it properly was told that team ll come next day to get things repair fully Since the door was not properly fixed, ( if someone applies force on it it ll open ) hence I had to move to my colleagues place for spending night 1. We checked the whole corridor, there is not any camera installed anywhere Whats the way to find out who attempted this crime??2. ?Till today, my door has not been fixed and I am residing at someone elses place as it does not seem safe to be in that apartment again without door being fixed properly I did multiple follwups with property manager ******* but it was told that Door fixing team are not solely for **** **** hence they ll arrive when they have to, I cant be given any fixed time My lease is till Feb 25 and i dont want to reside there post unwanted event as there is security threat Now I have been asked by property and regional manager to continue living there and as per notice I would be able to break the lease by 30 November and not before that Since the early termination of lease is due to apartment authority negligence and not my will ; I am looking for support so that I can get out of my lease at earliest Looking for your support

  Business response

  10/04/2024

  Upon learning about the attempted break-in, our maintenance team fixed your door on the same day. Our maintenance team and a third-party expert confirmed that your door is comparable to other units in the building. We arranged for a vendor to come out as quickly as possible to measure and order a replacement door. There is a manufacturing period, which we were informed could take up to two weeks. 
  In the meantime, we offered alternative solutions, including the option to transfer to another unit, which you declined. We also provided information about completing a reasonable accommodation form to explore more options for resolving your concerns. However, we never received the completed form from you, delaying the process. 
  Regarding the absence of cameras, we want to note that this was discussed with you prior to your move-in. We do encourage residents to report any suspicious activity to local law enforcement.
  We have also discussed options regarding your lease, and as communicated, your lease can be terminated effective November 30th per the notice provided. We will continue to stay in touch and support you through this transition.
  Please don’t hesitate to reach out to our team at feedback@goldmark.com if you have any further questions or if there’s anything more we can do to assist you.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1 week of AC being out during the hot summer months in *************Filed a work order 5 days ago and again called an emergency line to come and fix AC unit. Apartment getting up to 85 degrees Fahrenheit with 50-60% humidity. Filed multiple complaints to have AC unit fixed and nobody has gotten back to me in regards to fixing the AC.Temperatures outside reach a high of 90 degrees Fahrenheit which make inside unbearable. Concerned for others living in the house getting heatstroke as these are temperatures that heatstroke can occur Have had multiple other incidents where they fail to complete emergent services in a timely manner. A broken refrigerator took 2 months to fix as well as when I moved in the smoke alarms were expired since 1999

  Business response

  09/03/2024

  We're sorry to hear about the difficulties you've experienced with your AC, especially during such high temperatures. After reviewing your case, we found that the request was not initially flagged as an emergency, which caused the delay in addressing the issue. However, we have since contacted the property manager, and a technician will be sent as soon as possible to resolve the problem. Your comfort is important to us, and we apologize for any inconvenience this has caused. Please don't hesitate to reach out to us directly at *********************************** if you have any further concerns.

  Customer response

  09/03/2024

   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.

   

  i do want to add that i did call the emergency service line and still did not recieve a call from anyone with a status of a repair. The original request was yes, not marked as emergent. An error on my end initially 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to get my CRP tax form from the company, I rented all last year and 7 prior years.I have contacted and left messages, no answer no response. It is now 7months late. I need to file my taxes!

  Business response

  08/13/2024

  Our regional manager has reached out to you with the *** form you were looking for. Please feel free to contact her directly if you have any further questions or need additional assistance. We are committed to ensuring that this matter is resolved to your satisfaction.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a tenant on one of their properties and if I would have known how awful they truly are, I never would have moved in. There were a lot of other issues while I lived there for 3 years, including, cockroaches, maintenance issues, building cleanliness, icy parking lots, and rental payments. When I moved out they told me as well as the paperwork states then once you make your last month rent payment, you need to cancel your automatic payments. I went to pay my rent early so I could delete my payment info and the website said i was a past resident so any payments would be cashed by the lakecrest office. I called the office to double check and they said I had to sign up on a whole new website to pay rent. I tried to see if they would waive the late fee if i paid rent in the main office the next morning but she said if i paid after the 1st there would be a late fee no matter what. Maybe they shouldnt have cancelled me out of the other payment portal I had auto pay set up on until the end of my lease. I have to keep rental insurance on an apt i no longer live in but they can cancel me out of the payment portal and charge me extra for paying a day late. I chose to pay on another portal for an extra 8.60 rather than pay a $40.00 late fee. I shouldn't have to pay any extra fees when all these issues are their fault. I have many more issues with how GoldMark runs their company and handles their resident issues, but there are not enough characters in this forum.

  Business response

  08/06/2024

  Our system automatically terminates auto payments once the lease term has ended. We understand there was confusion about the payment portal transition, and we apologize for any miscommunication. While our records do not show any late fees applied to your account, we regret any stress this situation may have caused. Our records show you vacated your apartment home early. Residents are responsible for rent, utilities, and insurance until the end of their lease term, even if they vacate early and the unit remains vacant. If you would like to discuss this matter further or if there is anything more we can do to address your concerns, please contact our team at ***********************************.
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every late month before the First I post a rent check to the Fargo Goldmark P.O. Box address. The amount varies according to water usage. This past June my was $330.50. (i should have paid $330.56,) On July 11 the local office gave me a paper saying I owed Goldmark $45.57. I e-mailed the local office why. It replied that I only paid $285.00. Reading my check duplicates, I paid nobody $285.00. My check duplicate # **** clearly showed $330.50. On the 16th I sent a caretaker to the local office with my checkbook and other papers my amount. The office ignored my checkbook and papers, giving the caretaker a statement of all my charges and payments since May ****** July First line says check # **** was $285.00. how can this be?

  Business response

  07/23/2024

  We have reviewed your account and the recent communication regarding your rent payment. It appears there was a discrepancy between the amount recorded and the check you issued. Initially, our records showed a payment of $285.00 for July, which led to the notice of a remaining balance of $45.57.
  After further investigation, it was found that there was an error in processing your check. The check you wrote for $330.56 was mistakenly recorded as $285.00. This misrecording led to the balance you now see on your account. Since there was a mistake on our end you were only charged for the $285 which is where the remaining amount of $45.57 is coming from. You should also be able to check your bank records. If you are seeing something different on your bank records please provide us with the details. 
  We appreciate your patience as we clarified this matter. To resolve the outstanding balance, we ask that you provide a check for $45.57. You are welcome to drop it off at our local office for your convenience.
  If you have any additional questions or need further assistance, please do not hesitate to reach out to your property manager. We value your tenancy and aim to ensure all matters are handled efficiently. We apologize for the confusion and inconvenience that this has caused.
  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It's important for H333***39363839353737H corporate to hear me. I can prove everything I am about to say. If they have any questions I have emails, videos, photos, audio recordings etc for them to look at. I stay at a property they manage ********************* Apartments in unit #***. After lease signing (10/12) we first noticed a mold smell in our unit as well as previous extensive water damage under the kitchen sink, we saw what looked like dry mold under the kitchen sink. We sent pictures of this to ****************************** on 10/12. We physically moved into the unit 10/26. On 10/29 we advised them the leak in the kitchen was active, though they said it was fixed. Over the next 3 months, the maintenance person came in here 6 times. On the 5, 6 times we begged him to call a plumber (also in H333***39363839353737Hs maintenance log). By mid March, we emailed the area manager ******************* and told her these leaks needed to be fixed in both the ****************** needed to be fixed and they needed to address the mold as we were now both ill. After "fixing" the leaks (kitchen is still leaking) H333***39363839353737H sent out Steamatic. 4 days ago Steamatic did whatever. There is still an active leak in the kitchen, we can visually see black mold under the sink and our health has deteriorated. Theres more details I can also share. Bottom line is we need out of our lease, this unit is not safe. We need to not physically be in this unit anymore. The problem is still here and has been allowed to go on at least 5 months we know of and its unbearable for us at this point. We also believe these issues did not occur after we signed the lease but before and were simply not addressed prior either. An apology would be nice also. No one ever asked us how we were feeling, if we had sought medical care, nothing.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lived here for several years without any complaints, late payments, etc. Purchased a house and prepared to move out. Was going to move out in October 2020, lease went through Dec 2020. They we're going to get a renter in and release our obligation to fulfil last month(s) of lease.They informed us that they had a tenant that wanted to move in Oct 1st We reprioritized our move out and scheduled this to be done on 9/28, which was executed without issue on that day. We executed the move out and gave up our keys to the apartment. Then some time later they informed us that their renter didn't start paying until 10/15 and that we'd be responsible for the 1/2 month of rent from 10/1-10/15.They didn't send us a new invoice or anything, stopped responding to our inquiries, and sent us to collections for the amount after security deposit and other transactions settled. Now we believe that they still owe us money, meanwhile I'm sitting here with collections on my credit report from this company.

*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. ↩