Complaints

• Initial Complaint

  09/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I move out of my old apartment on July 20th 2024. I received an email to do my refund via electronic. But when completed and sent my info. I received an email saying a check was mailed instead. I talked with ***** in the office saying wait the two weeks. I told her my address was not correct that they forgot the numbers of my address and only put the apartment number. ***** said she see it and will update my address so there is no more problems. And she would do a stop payment in a week because it was going over two weeks. I called a week later to see what was going on. And ***** was on vacation. So ******* the property manager said she would look into and get back with me. Nothing after waiting a little more. So then I called back and ***** was back from vacation. And said she did not know when there was going to be a check and to call corporate if I wanted to. ***** gave me the number to corporate **********. I call corporate on 9/23/24 said would call back and it is 9/28/24 and no email or call back for my refund of 688.60

  Business response

  10/24/2024

  Refund check # ****** created 8/14/2024. As of 09/20/2024 ****** called to advised she had not received her refund check. As of 09/20/2024 a new request was placed to have another refund check be sent by mail. If refund has not received, we would be more than happy to request a third check. 

  Customer response

  10/25/2024

  Complaint: ********
  
  I am rejecting this response because: It has been over a month and 5 days. If you go to send the check for a third time. Am I going to receive it. You have said you have updated my address and still no check since 09/20/42 And I moved out in July. I don't want to close anything until I get my check. If you can send me my money I will close everything 
  
  
  
  Regards,
  
  ****** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/28/2024

  Hello ******, 

  Accounting team is working on generating new refund check. Once I have new check number. We will update you. Once you receive that update, it could take 7-14 business to receive the check. As a friendly reminder, we have no control over postal service. The check will be mailed to **** ***** ***** ** ** **** ***** *********** ** 87114. If this check does not reach out in that time, we cannot reissue a request until it's been 30 days to allow postal service time to deliver mail. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  There have been multiple issues that have come up living at the Aubry apartments. We moved in November of 2023 and since then we have dealt with many inconveniences where my peace has been disturbed in my own home. I am constantly worried something else is going to go wrong or we will be threatened to be kicked out again with no real reason. It started with a broken washing machine within the day of move in which was not fixed for weeks. Then they were doing many "updates" on our balcony and front landing which meant many workers in and around our home, as well as difficulty entering our home for long periods of time. In January we received a call that their was a leak coming from our apartment into the neighbors so they needed to enter. We were out of town so I am unsure what all was done with our water heater but this "leak" happened more than once before it seemed to be resolved. This included them coming into our apartment to I think vacuum out the pipes in our bathroom. Luckily there was no damage in our apartment but it was not clear what was being done in order to fix this leak. We then received two phone calls within a short span of time as well as security about a noise complaint. This complaint led to no investigation as we protested against it but instead a notice of warning of eviction on our door. The documents over this is attached. The threat was taken back once we notified the office that we had reached out to a staff attorney with New Mexico Legal Aid. After only a couple of months of no issues, we now have mice in our apartment. I went and bought traps once I saw one in our kitchen and reached out to the complex immediately. It took them a week to have someone out and this third party only placed three more traps around our kitchen. Since then we have caught another mouse within ten days. I am pregnant and this apartment complex does not feel like a safe place to raise my child. I am exhausted and ready to find a better home for me and my family.

  Business response

  10/24/2024

  Community was purchased April 2022 which required exterior work. Community is from 1980. Landing work was to seal crack due to balconies creating water intrusion to lower units. This was a requirement per our lander contract. We are gradually making modifications to the community and units. Unit 3106 is a traditional 1980 unit. Upon turning the unit, appliances were checked to confirm they are workable. We understand items beings check with no clothing and dishes will have a different outcome once it is occupied. We provide checklist for work orders to be entered. Everyone has 72 hours to review unit and submit so maintenance can go back to correct anything as needed. We are always happy to go and repair as needed. 

  3106 water heater which is located next to the front door caused a water intrusion after hours 7/11/2024. We had to enter several times due to the amount of water it effects the downstairs unit. We also wanted to confirm if any location was affected in ******** home. We hired APAC Plumbing and restoration company to store the building. Unfortunately, downstairs unit has the most impact and restoration took about 3 weeks. Due to the age appliance gave out but 3106 received a new water heater and mechanical closet was repaired as well. 

  Regarding the noise of complaint. When a resident advises the office that a certain unit has violated the rental agreement. We must procedure with state requirements. After ******* disputed by stating no one was home. We had to investigate. We reached out to resident in the building to get further information on where this noise would be coming from. 3106 shares walls, and floor with three other units. We understand noises could be directed to the incorrect unit. We requested for our courtesy patrol to be reached when noise was heard again. Courtesy patrol did confirm the noise was from the other a jointing unit in building 3106. We did discuss this with ******* and that notice was retracted from their account. 

  We have weekly pest control due to being located next to the bosque trails. Pest control is a $6.00 month fee to assist with any pest issue. We request resident to keep the office updated each week so it can be determined if a technician needs to enter a home on a weekly, bi-weekly, monthly status. Depending on each case, pest control technician might see the issues and automatic recommend continuing treating unit. After several weeks if no active is made and no complaints are made to the office. Unit is considered to be treated. We would be happy to have our pest control technician re-inspect unit. 

*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. ↩