Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Maintenance team has greatly improved and they know what they are doing. They are extremely professional at all times. Jordan is massively kind hearted and knows how to treat the residents. He is also always completely transparent with the issues and makes sure you understand the issue fully. They took steps in the right direction by firing Amanda the regional manager. As she was covering up the issues at the property, that were caused by the property manager, Jenea R******s. Amanda and Jenea blame the residents when talking with corporate. I would love to meet Amandas replacement and cover all the mistreatment I have receiced over the years. That being said, Jenna R******, is a nothing but rude and disrespectful. Its clear she doesn't know the definition of customer service. When you complain about her to corporate, she lies and says that the residents are mistreating her. Which is funny because she is the one who has mistreated her residents and staff on many occasions. She yells at staff so loud that you can hear her at the dumpsters. The other day she was screaming at aomeone and called them "A P***y A** B***h." I also find it interesting that the person who responds to all the complaints about Jenea R******s in the comment section on reviews, is Jenea R******s herself. She just leaves off her email, in the copy and paste response that she gives to everyone. It's very clear she doesn't care. If Janea R***** is removed as property manager and someone competent replaced her, this place would be great. The dumpsters are still only located in one place, unlike advertised. They cause the elderly to have to walk great distances to dispose of their garbage. Most don't make the hike though and just throw bags of garbage where they want. I would love to hear for the Vice President of the company or Amandas replacement, but the corporate offices administrative assistant, Denise, stone walls residents. She makes sure complaints die at her desk.

  Business response

  11/18/2024

  Thank you for your detailed feedback regarding your experience at our property. We appreciate you taking the time to share both your positive observations about our maintenance team and your concerns regarding management. We are pleased to hear that our maintenance team, particularly Jordan, has made a positive impact on your experience. Professionalism and transparency are values we strive for, and it is encouraging to know that these qualities are being recognized.However, we are equally concerned about the issues you raised regarding management. We take complaints of this nature very seriously and are committed to addressing them promptly. Your description of the alleged behavior will be investigated thoroughly. Ensuring a respectful and supportive environment for both residents and staff is of utmost importance to us.Regarding the dumpster location and its accessibility, we are aware of the challenges this presents, and we are actively exploring solutions to improve convenience for all residents. We value your input and would like to assure you that your concerns are being heard. I will personally ensure that your request for a meeting with the new regional manager is prioritized. We want to ensure that all residents feel valued and respected, and your feedback is crucial in helping us improve our services.Liz M******Regional Manager | Capital District em******@solomonorg.com 

  Customer response

  12/24/2024

  The Solomon Organization has not responded my conplaints and have not do anything to fix any of the issues within the complaint. They never do anything to fix the issues. They act like the are concerned and then do nothing. Maybe that's why they currently have an F rating with the BBB. Its clear they lie rather then addressing the real concerns.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I live in Greystone Apartments and Townhomes. I have been here for TWO MONTHS without a functional washing machine, a DECIDING FACTOR as to why I chose to live here. Within the first few days of living here (around July 31 - August 03 2024) I submitted a maintenance request to have my machine fixed. I was told by the leasing agent in-person that my machine needed to be replaced. I kept getting vague, non committal answers about when I was going to receive my new machine. I have attached some email records, as well as pictures taken today 9/30/2024 of both my apartment and building basement machine displaying error codes (E21 and EC19 respectively). The basement machine, which was supposed to be the temporary solution has not worked either. They are BOTH NON-FUNCTIONAL. I was lied to about the machine being fixed, and after reading online reviews, it seems that many of Greystone's "maintenance" workers do cheap and quick repairs and things never get fixed. It is absolutely absurd that it has taken this long to replace and install. My patience has been worn thin and I am extremely dissatisfied. Please get me my new machines. I didn't choose to live here to drive to a laundromat.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am a current resident at the ****** Apartments in Columbus Ohio. My boyfriend and I have lived in our apartment since October 2023. Since day one we have been dealing with our noisy neighbors. After multiple police reports and talking with our landlords nothing has changed. We have been told to record videos and send them our recordings which we have back in April. We’ve been told they have received a notice of action and that our landlords will be taking it to corporate. We were told that back in march as well. We now have our newborn and he is being woken up in the middle of the night due to the same problems we have also taken this down to corporate management and they have done nothing as well. We are seeking help due to all of this.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out my apartment on 07/31/2024. On 08/02/2024 I received an email from a manager saying "You should receive the security deposit by mail in the next 1-2 weeks." On 08/16/2024, I emailed the manager informing that the deposit had not been delivered yet. I am sure the forward address listed in her email was correct. I visited local post office assuring there is not any issues for delivery. On 08/19/2024 I stopped by the manager's office. Her assistant said she was not available while she was standing behide the assisstant. I showed the manager's email and my following-up emails to the assistant. The assistant said the deposit would take more weeks to be in my hand. My CONCERN is, if the assistant was correct, why the manager promised in her email (sent on 08/02/2024) "You should receive the security deposit by mail in the next 1-2 weeks". If the assistant was wrong, why did he (as an employee of Solomon Organization) lie to customers? The manager and the assistant are employees of Solomon Organization. Which one was lying???

  Business response

  09/24/2024

  When our residents move out of our community, we send an email stating they should receive their security deposit by mail in 1-2 weeks because, from experience, typically that is how long it takes to get back to them by mail. This email to ** on 8/2/24. On Friday 8/16/24, she reached out and stated that she had not received it. On Monday she stopped into our office and was informed we will put a stop payment on the check that was mailed to the forwarding address she provided and we would let her know when we have a replacement check in hand so she can pick it up in the office. On 8/20/24, ** picked up the replacement check in our office. We provide an estimate on time, however, we do not have control over delivery through the post office.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with multiple issues with **** ***** ********** since my move in on 05/01/2024, but the worst one being the problems with my AC. Upon move in my central air kind of worked, but not great. It virtually never shut off because it could never reach the set temperature. Not being an HVAC tech, I assumed that maybe the bird nest on my vent outside was causing the inefficiency. After a while they got around to cleaning it out, but the AC never performed any better, it continued to struggle to bring the temperature even within a couple degrees of what it was set to. Then just this July, it began making a loud, painful screeching noise. I shut it off because naturally it isn’t supposed to do that, and it was not cooling down my apartment anyway. I asked for a window unit in the meantime and was told I’d be sent one that day the morning I asked. When it did not come by the time I was out of work that night, I had to borrow and install an old window unit myself, and sleep at a family members house because the temperature was so high inside. Again this was the middle of July during one of the hottest weeks this summer. It took 10 days of basically begging for them to send me the unit they owed me. I needed it still because as it is, one window unit cannot cool my 2 bedroom apartment, and the AC I have is not mine to keep. In that 10 days I was continually told that my matter was not urgent because I had a unit already and my other window isn’t in a “bedroom” and that the “AC making a terrible noise does not mean it isn’t working.” The property manager has been condescending to me about the issue. Today, 08-02-24, day 19 since I put in my work order request about the AC, an outsourced HVAC company came and determined that the AC is working fine and that the noise is no longer there. They did no servicing and the AC does in fact not cool, and makes the noise still. I have politely and reasonably asked for any kind of a rent discount and got denied.

  Business response

  08/05/2024

  We understand the importance of a comfortable living environment and we are committed to resolving matters like this as quickly as possible. While we understand your frustration with the matter, we are not able to offer any rental credits for your matter. As stipulated in the lease agreement, all maintenance and repair matters are addressed promptly and diligently to ensure the proper functioning of the property’s amenities within a reasonable time period. With the majority of our hvac items, we use an outside 3rd party contractor which could delay repairs/replacements due to their scheduling. The contractor did assess the system and noted it was operating normally. Later that same day, the noise did return, and we were able redirected the contractor back to the unit where they identified the noise (replacing the blower motor). The system is currently working, noiselessly. 

  Customer response

  08/06/2024

  Though the AC may finally be fixed, it took 19 days before it was handled. That is far from prompt or efficient if the issue was easily solved by the HVAC technician. Before that, it took 10 days after I asked before I was provided with a window unit from **** *****. For all the hassle I was given and the time I had to live without an amenity I pay for, I want a fair credit on my bill. This is not a big ask, it is the bare minimum a company should do to provide customer service.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have been asking the apartment managers and maintenance to fix the A/C unit in my apartment for over two months now. It is a constant 81 Degrees in the apartment and is so unbearable especially after a long day at work. Their negligence needs to change.

  Customer response

  06/18/2024

  I filed a complaint last Friday about my A/C being out for TWO MONTHS. I have filed many many maintenance reports and the A/C is STILL not working. The apartment managerial staff called me on the weekend and let me know that the Freon for the A/C would be replaced on Monday(Today). It was not replaced and I called them as well to ask what was the hold up. They did not answer and it went to voicemail during WORKING HOURS. I left a message and have not gotten a response for the management. This has been an issue for two months that they have known about and they are willfully ignoring my situation.

  Business response

  06/21/2024

  We understand the importance of a comfortable living environment and we are committed to resolving this matter as quickly as possible. Our onsite team has been informed and are working diligently to rectify the problem. We have contracted with our 3rd party vendor and believe your repair has been completed. 

  Customer response

  06/21/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Both A/C companies sent to my apartment have not resolved the issue. They have identified the cause of the problem and told me that they will contact the management to fix the actual issue. I have not been contacted by the management after the A/C people left. Therefore, the issue has not been resolved and needs to be properly fixed before the complaint can be dismissed.  Regards,  ***** ***

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out Apri 9th, 2024. I was overcharged for full rent in April when I was only supposed to be charged prorated rent. I was also expecting my deposit returned. I let the assistant manager know about this and she assured me the amount would be credited back to my bank account. Instead, a few days later I hadn’t received it back and contacted the office. I was then informed it would be on the same check as my deposit refund because apparently there wasn’t a way to do it electronically, or so they said. So I was to expect that back in 30 days as they told me was the expected time period for my deposit to be returned. I was sensing something fishy about this from the get go so I was determined to stay in contact. I had sent emails and made phone calls and left messages. The manager, Zach, had told me he would ask their financial team about it and promised to keep in contact. I heard nothing and even followed up in an email and in a phone call message at this time it was past a month from the expected time of when I should have received my check. I called and called and kept getting vague answers from the assistant manager or whatever leasing agent happened to answer the phone. Every time I called the manager was busy or in a “meeting”. Finally today I was able to get in contact with him and he still wouldn’t give me any answers or forward me to anyone who could even after I requested. He just kept claiming he did everything he could on his end - whatever that was I have no idea. I am owed over $1300, it’s been over a month and according to my rights as a renter I am gaining interest on this. This is ridiculous and should not have to happen. I should not be having to call and email four different organizations trying to find someone who can help me get this rectified as the offending party refuses to do it themselves.

  Business response

  06/03/2024

  We apologize for any delay in the processing of Ms. ******'s security deposit and the frustration that has occurred.  A check has been mailed out in the amount of $1,322.30 on check number 3020.  It was sent to the forwarding address provided to us of ***** ***** ***** ********** ** ******  Should Ms. ****** need additional assistance she may contact the Regional Property Manager, Kate W***** via email at ********************** orby phone at ###-###-####.  We appreciate her patience and understanding.  Should we be of any further assistance, please let us know.  Thank you so much for your time. 

   

  Sincerely,

  Kate W*****

  Regional Manager

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past 8 months the apartment complex has been fixing my bathroom. Over that time they missed appointments to come finsh the work and never notified me that they would not become. They also have tried to enter the apartment without permission, outside of time that had been scheduled. One time entering without permission, during a home therapy appointment. When they would do work, it would get halfway done and then they would leave saying they would come back the next day. They wouldn't ever come back the next day. Sometimes being absent for days or weeks. When work was finally complete in the shower area, they painted half the bathroom one color and the other half another that didn't match. They have also left a massive open hole behind the tub. Wich they have been notified about, but refuse to fix. The work they did do was so poor it has started falling apart. In some places they didn't let drywall mud dry before painting and it has totally come of the wall. Caulking has come up and there is another hole in the dry wall behind the sink. The molding they used is not full fixed to the wall as well. The corporate offices in New Jersey have ignored my request to speak to the Vice President about the issues and or HR. When I would call they would say I would receive a call back with in the week. That was over 7 months ago. The regional manager is complacent in allowing bad repair work to be done in order to save a dollar and this isalso upheld by the on-site property manager. Today when trying to speak with corporate again, thier administrative assistant hung up on me as soon as she found out it was me calling. Complaints have been filed with the Mayor's office as well. This is now the 3rd time I have contacted the Better Business Bureau about the apartment complex. They company has not take the previous complaints serous and have ignored the past complaints. .

  Business response

  01/25/2024

  ****** - thank you for letting us know about our experience with our community and corporate office. Since we were made aware of the need to schedule repairs only on Wednesdays, I hope that we have improved on such communication with you. Although you feel different, our offices have listened and responded to every call and email that you made. We have made the necessary corrective actions that you mentioned and again hope that communication has improved. If there is anything still outstanding to be repaired within your home, please enter such work through our resident portal so we can plan accordingly. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 1, 2023, I went to get something out of my bedroom closet, and I pulled out my pillow (see image) and it was covered in mold. I stepped into the closet and realized the carpet in there was wet with water (pictured). I moved boxes out of the way to notice there was also mold on the bottom of the exterior door of the water tank and AC unit, which are in the same closet, had mold (pictured). I opened the door, and there was moisture and mold covering and decaying the inside of the door (see image). And there was some water below the AC unit (pictured). None of this was present in the last week. I called emergency maintenance. In short, they did NOT deem MOLD an emergency and told me to fill out a work order for them to come out. So I filled out a very detailed report of what I observed, marked it as high priority, and took these pictures, and sent the following emails. They have yet to come out to the residence. I had also paid October’s rent and conservice for the amount of $1,235.96 on September 29, 2023 (see screenshot) prior to the incident. I have requested a refund as the unit is deemed inhabitable. However, I have not received response for the request from property management at this time.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9, myself and my girlfriend applied for unit **** at **** ***** in Clifton Park. We were approved and provided a quote of 1457$/ month. We met with a leasing consultant who informed us of a 2 bed unit, ***, available for 1420/ month and pushed us to take that unit instead. We agreed as the additional space was enticing. We were told we were approved for this unit, and would be recieving a welcome letter and lease by Close of Business 8/25. We never received any of that and on 9/8 we were told that unit *** was no longer available. They told us we could switch back to the original unit, but the price was now 100$/ month higher at 1558/ month for a 1 bedroom or we could walk. The extended wait after being told we would be approved for a unit resulted in us having to scramble to find a new apartment, with the only option we could find in time for our current lease expiration being 50$ more per month than Solomon had originally quoted us. We settled for this, seeing as we didn’t have much other choice in our price range. I am asking Solomon to refund the original security deposit after changing their quote 2 times on us. I am also asking that they reimburse us for the security deposit we did not expect to expend on an additional application due to them changing their terms on us following approval, and that they reimburse us 600$ for the increase of 50$ per month rent that they forced onto us by virtue of them changing leasing terms.

  Business response

  09/18/2023

  Mr. ***** reached out to us back in July where we have been communicating with him up to and through 9/7. As of today, no deposit has been provided for the unit nor has a signed welcome letter been returned. Unfortunately, without something committing to his residency, we do move forward with our leasing efforts. Attached, is a copy of the email we sent on 9/7 with the welcome letter. At this time, we have followed our practices and are unable to offer a refund of monies that haven't been submitted. 

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As per the update Solomon Organization provided, I never received a welcome letter, as they used the incorrect email address, as highlighted in their own email.
  
  The email address they had on file was **************@gmail.com

  however as per their records they emailed to **************@gmail.co

  Therefore I was never given the opportunity to lease with them before my lease was rejected, after they had previously notified me on several occasions I should be recieving a welcome letter shortly, before they abruptly changed that status. The information provided in my initial complaint still stands, and due to their incompetency, I was forced to find a new complex at the financial penalties outline in my previous complaint. 

  Regards,
  
  ********* *****
  
  
  
  

  
  

  Business response

  09/19/2023

  We apologize that the email we had was not correct but we did send an email with such in good faith. Although we sympathize that you had to secure housing elsewhere, we did reach out and awaited to hear from you. We are sorry that we weren't able to offer you housing but wish you the best in your new home. 

*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. ↩