Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported bed bug bites 12/23/2024. No one came to inspect my apartment until 12/30/2024. I am being assumed responsible for bedbugs in my apartment building. They do not plan to inspect any surrounding apartments until Monday 1/13/2025- when they come to treat my apartment. (I reported 12/23/2024) They are trying to blame me and say they cannot let me know if they find anymore due to "privacy". So then they will want me to pay for the treatment etc. I hold the right to not pay until I know I am the one to blame. (I believe I am NOT to blame) I also would like to be able to break my lease and have compensation for paying rent when I have not been able to live there for several weeks. They say I chose to not stay in my apartment, and this is true. However, the living conditions are inhumane. I included photos of the one and only time I have been bit to show how terrible it was. After the pest control inspector was in there, he left me a note on the back of a piece of my mail- picture also included. He was very kind but I hesitated to call him due to the nature of how he left his info. The leasing office nor the resident relations gal updated me or told me anything. I had to find out by calling a random number. At this point they expect me to assume responsibility and pay for treatment of all apartments effected when they will not even tell me the results of other inspections to come.

  

  Business response

  01/16/2025

  
                                      January 16, 2025
  
  VIA Email: *********************
  
  
  BBB
  ***** * ******
  Omaha, NE 68137
  
  RE:      Complaint ID ********* – ****** ****
                          LionsHead Apartments *****
  
  To whom it may concern:
  
  Thank you for the opportunity to respond to the complaint filed by ****** ****. 
  
  In the complaint, **** **** mentions the bedbug issue in her apartment and the timeline to treat the apartment. On December 23, 2024, the resident did notify the leasing office of possibly having bedbugs. We unfortunately are at the mercy of our pest control vendor’s schedule. Given the fact that this was during the holidays the soonest that they were able to inspect her apartment was December 30, 2024. Pest control did confirm bedbugs and stated that they believe they have been in the apartment for three to four months. The soonest our pest control could treat the resident’s apartment was on January 13, 2025. The heat treatment was completed, and surrounding apartments were inspected. No other apartments were found to have bedbugs. We have a follow up inspection for the resident’s apartment on January 27, 2025.
  
  Pursuant to the Bedbug Addendum, residents agree to pay for the cost of any and all bedbug remediation treatment required in the apartment and any other apartment(s) or elsewhere throughout the apartment building where the presence of bedbugs is determined to have started in the apartment during the course of your residency.  We did an investigation and found no history of bedbugs in apartment ***** or any surrounding apartments.  It is our conclusion that that the bedbugs originated in apartment *****.  **** **** will be responsible for the cost of the remediation treatment and will not be refunded any rent or other expenses.
  
  If you have any further questions or need additional information, please feel free to contact me at
  ***** *********
  
                                                                          Sincerely,
  
  LIONSHEAD APARTMENTS
  
                                       *** *******
                                      Resident Relations Supervisor

  Customer response

  01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The problem with the entire situation is that they took a week to even inspect after I reported the bed bugs. Then I received hardly any communication or support.(it took corporate 2 weeks to respond) It took another couple weeks for them to treat. Communication was very poor and I had to ask several times for information that should have been given to me immediately. 
  

  All of this has caused me insomnia and anxiety and they do not care one bit. I am not the only one with issues with this management and their timeliness. 
  

  I had to spend lots of money because of this and if the business was prompt in addressing these issues I would not be out the money for staying else where.

  This should have been much less of an issue and process. They have several violations of health code. They should need to pay for something that was much worse due to their delay and negligence.  

  Sincerely,
  
  ****** ****

  

  Business response

  01/24/2025

  
                                      January 24, 2025
  
  VIA Email: *********************
  
  
  BBB
  ***** * ******
  Omaha, NE 68137
  
  RE:      Complaint ID ********* * ****** ****
                          LionsHead Apartments *****
  
  To whom it may concern:
  
  Thank you for the opportunity to respond to the complaint filed by ****** ***** 
  
  We have reached out to the resident and explained our bedbug remediation process. The resident understands the bedbug addendum she signed and is aware her apartment is the only apartment found to have bedbugs. This letter is to inform you we have addressed all areas of concern. We consider this matter resolved.
  
  If you have any further questions or need additional information, please feel free to contact me at
  ***** *********
                                                                          Sincerely,
  
  LIONSHEAD APARTMENTS
  
                                       *** *******
                                      Resident Relations Supervisor

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed the lease on 9/22/23, and that was the first day of my lease. On that day, the apartment was not available until after 6:30 pm, even though i was told that it would be the day the apartment would be available for move in at noon, which is what i initially requested. Upon inspecting the apartment, i notified that the AC was not working-AC was set for 67, but it was 84 degrees in the apartment. The maintenance came in several times, and claimed that AC was in a good working order. I proceeded to notify again over the next few weeks, but was told the same thing-AC is in good working order. The weather got cooler and the AC problem was not resolved. Now in April/early May, weather started getting hot, and the apartment was not cooling. The maintenance determined that AC was indeed not working and was damaged. There was no urgency in making the repairs the whole time, meanwhile, the temperature in the apartment was 79-82 degrees EVERY day. Finally, the new AC was installed 3 days ago on 6/25/24-that took 9 months from my first complaint. Management determined that the “compensation” for this would be a $150, which is an insult. The other issue is the valet trash removal, for which I’m being charged in accordance with my lease-as per the paperwork provided with my lease, trash was to be removed 4 times per week, however, there are so many times in the last 9 months that the trash would not be picked up for days up to 10 days at the time, until i complained. Basically I’m charged for the service that the landlord is not providing-management refuses to adjust/remove the charge for the service not provided.

  

  Business response

  07/11/2024

  Thank you for the opportunity to respond to the complaint filed by **** *******. This letter is to inform you we are working with the consumer to resolve these issues. If you have any further questions or need additional information, please feel free to contact me at ###-###-####.

  

  Business response

  07/26/2024

  Dear ***** Thank you for the opportunity to respond to the complaint filed by **** *******.

  This letter is to inform you we are working with the consumer to resolve these issues. If you have any further questions or need additional information, please feel free to contact me at ###-###-####

  Customer response

  08/02/2024

   
  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.
  
  Sincerely,
  **** *******

• Initial Complaint

  04/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On the date of April 29 2023 I originally was suppose to move into The ********** Apartments located at **** ****** ****** *** I asked several time prior to move in date to see the apartment I was shown a model and told the apartments that was listed on the website was all being renovated and couldn’t be seen until the lease was signed the day came before my move in date and I asked once again and was told it wasn’t quite ready they was adding finish touches to the apartment 815. Move in date came on April 29 2023 I went in to clean a little before being able to settle in upon enter I started having issue about 40 mins inside I was cleaning the kitchen where I noticed so much pet hair inside refrigerator, microwave, and on top and inside of the stove it was all different colors and textures I asked the landlord to come see he told me it’s was a lady with a big Afro and it was her hair I told him Afro hair indicates a black lady and explained that wasn’t any black person hair it was clearly pet hair I asked again could he come see he begin ignoring calls and emails so I went to office one day after getting off work where I ran into the regional manager I explain to her that ***** was ignoring me and he said that the apartments are inspected before leasing we all walked to the apartment I asked the region manager to come inside the closet so I could show her the hair she decline and said it was unacceptable how the apartment was she never moved so I said to her it’s some on surfaces cause it keeps appearing she look disgusted and we all headed out but prior to us heading out ***** said if I give you a new microwave will you stay I told him no because I mention to front office I was allergic to pets he said it was too much work to breakdown the paint and region manager said she will reach out 1-2 days and she never did so I call constantly and left voicemails everyone stopped answering and told me pay another 2500 to transfer I was out of 2500 plus a collection 1371

  

  Business response

  04/26/2024

  ***** * ****** ****** ** ***** *** **** * ******** * ****** ******* ********** ********** **** Dear ****: Thank you for the opportunity to respond to the complaint filed by ****** ******** *** ******* moved into apartment #815 at The Dorchester Apartments on April 29, 2023. Our records indicate that prior to *** ******* moving in, new carpet was installed, the walls were freshly painted, and the apartment had been thoroughly cleaned. Furthermore, our records indicate that the previous resident, who resided in the apartment for four years, had no animals. The Dorchester management team walked the apartment with *** ******* and during the inspection *** ******* pointed out a few spots in which unknown fibers were on the dry painted walls and in the bedroom closet. Although we found no issues during the inspection of the apartment, we made multiple attempts with *** ******* to resolve her concerns. *** ******* was offered to have an additional cleaning of the unit, or she could transfer to another apartment. *** ******* rejected both of our offers and opted to move out. *** ******* returned her keys on May 17, 2023. We attempted to collect the outstanding balance of $1,370.58 but she refused to discuss the account and stated she was not paying. We referred her account to a third-party collection company at that time. Upon receipt of this complaint, we reached out to *** ******* and discussed a settlement on the account with a signed agreement. *** ******* declined this offer as well. Pursuant to the terms and conditions of the Lease, it is our position that *** ******* remains responsible for the balance. If you have any further questions or need additional information, please feel free to contact me at *************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5th of this month, my roommate moved out of the Biltmore Apartments with zero notice to myself or the leasing office. On March 18th Biltmore reached out to my roommate for the first time two weeks later after dozens of times reaching out. In those 2 weeks, I called ***** at corporate over 7 times with zero call back. I called the leasing office several times with no call back. I also called ******** at the office with zero call back. In that 2 weeks, I found another roommate. I preemptively spoke with the leasing office to let them know about the situation and again the day that he moved out. I paid his half of the rent and the resulting late fees for him up and moving out on me. I have called multiple times and it wasn't until 2 emails over the weekend and subsequent phone calls on Monday the 18th that I was even able to get someone to give me a call back. At this point my roommate had been moved out for 2 weeks with no contact to him. I was told this was because I had paid all of the rent and Biltmore said that was between me and my former roommate and their hands were tied. This weekend I was contacted by my ex-roommates friend threatening me with physical violence if I took him to small claims court to recoup the rent money he owes me. When I told the leasing office that they said this was still my problem. I believe the escalation could have been mitigated by the Biltmore reaching out and returning my calls. Biltmore has all three of the documents attached to this complaint as well as explanations on my situation and because they dropped the ball and refused to communicate, my personal safety is now at risk. I have a new roommate ready to go that lives in the ********** owned by same company that owns the ********. I am filing this complaint to have the BBB step in to mediate a discussion between myself and the Biltmore so they can waive lease termination fees so my new roommate can move in. Please call me with questions.

  Customer response

  04/04/2024

  This issue has been resolved. Thanks. 

  

  Business response

  04/05/2024

  Thank you for the opportunity to respond to the complaint filed by **** ******. This letter is to inform you we have addressed all areas of concern. He is satisfied with the outcome, and we consider this matter resolved. If you have any further questions or need additional information, please feel free to contact me at ***** *********

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved in to my apartment October 31, 2023 and have had an issue with roaches in my home ever since, of no fault of my own. The apartment has sprayed multiple times with no relief in the presence of roaches. They will not release me from the lease or compensate for any items or inconvenience related to the roaches. They claim the infestation is not “severe enough” to allow me to leave or to compensate even though they admit it’s a “level 1 infestation” I see at least 3-4 live roaches daily even after all of the sprays. I’ve cleaned multiple times and they are advising me to buy more products and clean their mess without offering financial assistance to clear a preexisting issue they moved me into. I have a ton of video evidence I’m not able to upload if needed. Roaches of all sizes, even one laying an egg. In every part of my kitchen and bathroom and on my furniture and inside appliances

  Customer response

  01/25/2024

  I recently submitted a complaint against Tuscany Court apartments on 1/17/2024. They have since resolved my issues and I wish to delete the claim if possible or mark it as resolved. Please let me know if there’s anything else you need from me to remove the review.
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The property called Tuscany Walk is acting in an unethical manner in acquiring new tenants. They are advertising one referral rate and then not honoring it. They are adding on requirements after a referral that were not told beforehand.

  

  Business response

  02/20/2024

  Pursuant to the requirements set forth in the locator service procedures; Locator must pre-register with the property through telephone or email, electronic guest card source must be listed as “Locator – Apt. Service”, and include the Locator agent full name, agency name, and contact information, prior to sending a prospective tenant to the property for a viewing. Emails and/or text messages documentation will NOT be accepted. The prospective tenant must list the locator service on both the rental application and guest card as “Locator – Apt. Service” to be considered a valid referral. Emails and/or text messages from the resident will NOT be accepted. Neither of these requirements were met by Homebase or the prospective tenant. Homebase did not pre-register with Tuscany Walk Apartments and the prospective tenant did not list Homebase or Grant Bynum as the locator service on the electronic guest card. The electronic guest card lists “Property Website” as the referral source. Since the beginning of 2023, the property has clearly stated in its monthly emails to the locator’s databases and organizations that all locators must register their company through ********’s website and send their leads through the ******** website in order to receive payment for referrals. Homebase failed to comply with ********’s locater service procedures. If you have any further questions or need additional information, please feel free to contact me at ***** ********

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** ***** ****. in Urbandale, IA is owned by Richdale. Recently, I moved out and they returned a partial deposit in the amount of $860.00 and statement of deposit account after the 30-day period (Iowa Code 562.A12). Additionally, they charged us for replacing the carpet, unjustifiably. I have pictures and video to prove the unit was in good condition when I moved out. Also, I overpaid my final month of rent by four-days, due to system limitations in their portal. I was only refunded two days. I still need reimbursed for July 30 & 31. Also, they charged me for water from 5/17 thru 7/27 but will not provide details as I have requested numerous times, i.e. billing dates, etc. to show if I still owe anything. I paid the utility in full each month, so unless the bills were two months behind, I cannot owe this. I want my deposit refunded in full, since they missed the 30-day deadline, in addition to the two overpayment days from 7/30 and 7/31. I want to see the billing dates to know if I owe water, or I want my money refunded that they deducted for water in the approximate amount of $101.00.

  

  Business response

  09/20/2023

  We have been in contact with *** ********* about the items she addressed in her complaint. 
  Our records show that the Statement of Security Deposit Account was mailed on August 25, 
  2023, which was within the 30-day requirement. 
  We explained the rent and utility charges deducted from the security deposit and provided her 
  with a copy of the payment ledger. 
  Photos were provided showing the stains/damage done to the carpet/padding in the living room, 
  stairs, and hall. Carpet and padding were both new when they moved into the apartment in 2019. 
  We prorate carpet over 6 years and the padding over 8 years. They were charged for the 
  remaining 2 years of life left in carpet and 4 years for the padding.
  It is our position that all of these charges are reasonable and accurate.
  

   

  Sincerely.
  SADDLEBROOK APARTMENTS
  ******* ** *********

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a resident of a ********-owned apartment complex **** ************ ** ******** **). I mistakenly failed to provide a 60-day move out notice prior to leaving the apartment. I was told that I am still financially responsible for 60 days of rent from my late notice. When I inquired about how to go about paying that amount, the representative that I spoke to on the phone told me to await a notice via mail after moving out to pay the remaining rent. I recently received said notice, and to my surprise, I was being charged a relet fee. The collections specialist who contacted me informed me that I incurred a relet fee, because I failed to pay the outstanding rent due prior to moving out. As mentioned prior, I was instructed to not pay that amount prior to moving out. After 2 requests for additional explanation, the collections specialist has not acknowledged that I am being charged for a failure of communication from a representative of the company and has only stated that “the information was provided in your lease and is binding”. Please help me to navigate how to get this charge reevaluated for appropriateness.

  

  Business response

  09/28/2023

  Dear *** *******
  

  Thank you for the opportunity to respond to the complaint filed by **** *******
  This letter is to inform you we have addressed all areas of concern. He is satisfied with the 
  outcome, and we consider this matter resolved.
  If you have any further questions or need additional information, please feel free to contact me at
  ***** *********
  

  Sincerely,
  

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

  ******* ** *********
  Lease Administration Manager

  Customer response

  09/28/2023

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were going to move here, until we saw the state of the apartment. They had 4 months to fix this apartment exactly like the show room model, as the explicitly agreed to. This is apartment was nothing like what they promised and ended up being a mold hazard as well all many unsafe issues. The management agreed to refund us all of our money including deposits and rent put down, everything. They agreed the apartment was in unlivable condition and was not safe. They said we would receive a refund in 30- 45 days, and it has been almost 2 months. They owe me over $1,500 and I am struggling to get by with that money missing, I was almost left homeless and didn't make my first month of rent in my new place because of this. I have called for weeks to get a hold of someone in corporate and I have yet to reach one person who doesn't transfer me to a line that will never pick up. Every time I call, they hang up. This company is scamming thousands of people out of thousands of dollars. I want this resolved before I add my lawyers fees and court fees onto the money they owe me. Many people are complaining about the behavior of this company and I belive it should be penalized. Thank you.

  

  Business response

  07/19/2023

  Thank you for allowing us the opportunity to respond to the complaint filed by ***** *****.
  This letter is to inform you we have addressed all areas of concern. She is satisfied with the outcome, and we consider this matter resolved.
  If you have any further questions or need additional information, please feel free to contact me at
  ***** *********

  Customer response

  07/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This company made the entire process almost impossible. It also took months longer than promised and cost us thousands to not end up homeless. We still did not receive the absolute total amount. Therefore, I still think this company should be investigated as a fraudulent company that isn't up to code. I am positive they are still doing this to other people. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged for damages that was due to me being unable to walk to take my dog out. I had a fall ** * ****** **** ** *** ******* ***** * *** * ****** **** *** *** *** ** ** ***********. I had to let my dog out on the deck which caused some damp. I called the complex asking for a detailed itemized statement so I could see how they came up with the changes of $***. They are and have refused to get me a detailed statement. Tokd me they do not have a list of the charges. Said the contractor did not provide one I asked for the contractors name and number was told they don’t have to give it to me. I have not received the itemized statement. When I got my bill for rent this month it had the damages charge on there. I wrote a note saying I needed that itemized bill for damages before I pay it so I wrote a check just for the rent and utilities. I put that in the memo on my check. Today I get served a notice of past due rent saying I didn’t pay my rent in full and charged $** dollars of late fees. I did pay my rent on time by the 5th and it was not late. I wrote on the check specifically that money was for the rent and utilities. The notice is saying I have to pay for the damages or they will evict me. The notice talks about my rent being late but my rent was paid on time. I just am not paying for something that without seeing what I am paying for. And they are legally required to provide an itemized statement if requested in my understanding. I feel I should not be charged the late fees as rent was not late and they are the ones refusing to provide what I asked for so it would be paid on time. I understand I owe for the damages but want to see the breakdown

  

  Business response

  06/01/2023

  Please see the attached business response.

*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. ↩