Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A/C was broken for months on end, even after showing increase in bills due to non working unit management refused to cover difference in costs, corporate never returned any of the 5 voicemails or calls. Earlier in 2024 had license plates stolen off of car and management has no security, no apology, and no way to make wrongs right only said "it happens" .7JAN25, cracked window frame and leaky ceiling caused damage to personal property and cold house(cold air getting in as well). Told cant fix until snow melts, then roof repair, then go unit by unit however no amendments to bills for cols air, replacement of damages personal furniture. Still no response from corporate either. Also, feel like something not quite legal is going on; maitenance worker hit Safelite repair car while snow plowing and left scene. Woods of Centerville Managemnt doesnt want to go through insurance and pay out of pocket.

  Business response

  01/15/2025

  January 15, 2025
  
  Re: ******* *****
  Complaint #: ********
  In response to the above referenced complaint of ******* *****;
  
  HVAC Issue.  Woods management and maintenance had advised the resident on at least four occasions in writing as well as in person and by telephone to set his thermostat to the “auto” function instead of the “on” function.  Both the fan blade and blower motor were damaged due to uninterrupted continuous operation for months (see attached videos sent via resident of user error of thermostat). The A/C unit was replaced in July of 2024 and the furnace was replaced in August of 2024 at no cost to the resident. The resident did provide us with a copy of the electric bill that was within normal range in the context of multiple and extended extreme heat advisories during the summer of 2024.  Accordingly, it was determined that no reimbursement was warranted. A window unit was provided by management during any extended period that repairs were delayed due to availability of ordered parts or adverse weather conditions.  We have been diligent in addressing the HVAC issues and are happy to address any lingering problems in a timely manner.

  License Plate.  There is no record of a stolen license plate reported to management or maintenance staff.  Management is legally not responsible for vehicle security under the lease and consider it a matter for local law enforcement. We are sympathetic to Resident’s anger and frustration with crime.  However, we must respectfully contest that Resident would have been treated in the manner described but apologize if it actually occurred.  We do permit Ring cameras to be installed by residents.

  Snow Removal. Snow of the magnitude recently experienced is a major challenge and always will be a major challenge.  One extremely difficult condition that affects many buildings is ice damming that can create ceiling or window leaks when the snow begins to melt.  For well-established safety reasons, staff is strictly forbidden from entering on or near the roof where snow remains.  It is also difficult to address leaking windows due to access.  Resident has been advised that as soon as the snow melts, our will staff undertake drywall and other repairs required. 

  “Something Not Quite Legal Going In”.  Strongest exception is taken to any insinuation that there is anything illegal going on at our property.  Resident’s example of a plow truck hitting a van has already been resolved and the van owner will be compensated for the damage.

  Conclusion. The Tenant has a both a new furnace and air conditioner.  The above response reinforces that his issues have been dealt with in a reasonable manner and good 

  Customer response

  01/15/2025

  Complaint: ********
  
  
  I am rejecting this response for the following reasons:
  
  
  When reviewing my AES usage history, it is evident that my energy usage during April, when I lived there, was low—consistent with typical expectations for that time of year. However, the months of June through September were marked by the ongoing air conditioning issues. The Woods of Centerville failed to acknowledge that, during every maintenance visit, their team repeatedly claimed, “your fan was on auto,” despite this not being the case each time. They also neglected to mention that their maintenance team replaced the AC unit, thermostat, and furnace—yet the problem persisted. It wasn’t until an outside HVAC-certified company was contracted that the issue was resolved in less than 10 minutes. The technician identified that a critical pipe had never been installed correctly.
  
  
  As of 2025, I am dealing with additional issues, including leaks in my office and kitchen windows. These leaks have caused damage to my furniture and have rotted the window frames. While I understand that repairs cannot proceed until the snow melts and the roof is addressed, I was assured that my apartment was newly renovated with “new windows.” This claim does not align with the current condition of the property. When I raised this issue, maintenance responded dismissively, stating, “people usually buy their own heaters,” which suggests that this problem may be recurring throughout the complex.
  
  
  My primary concern is paying exorbitant heating bills for a unit with unresolved leaks and insufficient insulation. On January 15th, I provided a video demonstrating that my thermostat was set to 62 degrees and had not been tampered with (to address prior feedback about the “auto/on” setting, which I fixed immediately after the first notification). Despite this, my home remained at 62 degrees during the day and dropped to the mid-50s overnight. This is an unacceptable living condition, particularly for a space I am paying to heat.
  
  
  The repair timeline has been unreasonably long, and the associated costs have been astronomical. It appears that the Woods of Centerville is leveraging the legal system by making superficial attempts at repairs within what might legally be considered a reasonable timeframe. However, these repairs are not effective, as demonstrated by the fact that an HVAC expert resolved the issue in 10 minutes—something maintenance failed to do after multiple visits. Even as recently as yesterday, maintenance checked the system but no progress was made, and they left after commenting about my jammed doorknob. While the doorknob is a minor inconvenience, my priority is ensuring that my home is properly heated and free from ice accumulation inside, which is causing damage to both the complex and my personal property.
  
  
  Additionally, while the towing sticker issue is relatively minor, it adds to my frustration. After a theft in the complex, I involved the police to address my stolen plates. My temporary tag was displayed in the window, yet the complex failed to recognize this or connect it with my lease. Instead, they immediately applied a tow sticker to my car, showing a lack of critical thinking or attention to detail. This incident, compounded with everything else, highlights the lack of consideration by the management team.
  
  
  Finally, the property manager’s rude response to my efforts to escalate concerns to corporate, combined with corporate’s failure to respond, has been extremely disheartening and tests my patience. Some, if not all, of these problems have been recurring issues and nothing but trouble time and time again. My expectations are not absurdly high: I simply want damages to be fixed correctly, some form of compensation for the excessive bills and discomfort while repairs are made or prepared, and to live at the standard I am paying for.
  
  
  Sincerely,
  ******* *****
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 18, 2022, we did the final walkthrough of my apartment. I leased the apartment from April 17, 2021 to April 17, 2022. The rent was $860 per month. At the time of my rental, I put down 475 as a deposit, 199 for pet deposit, 200 for the "remodeling fee" (which included "new" carpet and paint -- it was evident and confirmed that the carpet was not replaced before I moved in and from the crayon art the walls hadn't been painted). In addition to rent, the water was setup by the ***** ** *********** through a third party out of Florida, ***** ****** ***. At the final walkthrough, I was handed a bill for $75 for water. At that point, I hadn't lived in the apartment for 2 months (I advised I bought a house and they refused to let me break the lease, so I paid over 1600 + electric and gas and water. I was confused by the final water bill because there was no way I used any water, let alone $75. As it turns out, they had (all along) charged water by community usage. I found this out by calling *** (***** *****y) directly. They stated I would HAVE to be advised by The ***** ** *********** in the lease agreement. I was not advised by Woods of this and did not even know how I was being charged until my last day, at the final walkthrough. In addition to this, they are replacing an entire blind when most of the apartment was in disarray when I moved in with doors and windows not locking. The property manager, Kayde Evans, admitted in an email there is no mention of the water billing/arrangement in the lease agreement. I have provided the email in the documents. They have made attempts while I lived there to bully me into not getting the apartment fixed and intentionally made it difficult. I paid all my bills on time and was a great resident.

  Business response

  04/28/2022

  Re: **** *******
  Complaint #: ********
  In response to the above referenced complaint of **** *******;
  At time of application in April of 2021, Ms. ******* submitted a $35 non-refundable application fee, a $200 non-refundable redecorating/admin fee, and a $300 refundable deposit. At move in on April 17, 2021, Ms. ******* submitted a non-refundable pet fee of $175 and a refundable pet deposit of $175. These payments left Ms. ******* with a total deposit of $475 refundable at move out. None of these fees or deposits indicates or promises new carpet however, carpet was replaced on April 15, 2021 and was new at time of Ms. *******’s move in. Every unit is painted before a new move in and no issues regarding paint were indicated on the move-in inspections form filled out and returned by Ms. ******* after move in.
  Ms. ******* was informed verbally during the renting of the unit, and during the lease signing that residents are responsible for monthly water/sewer charges. All prospects and residents are informed that water billing is mailed via a third party billing company and based on size of unit and number of occupants. Page 1, paragraph 4 of the signed lease agreement states: “Resident will pay monthly water/sewer charges billed to Resident, which shall be deemed rent and payable upon receipt”. The verbiage of the lease agreement is sufficient and in good legal standing. 
  Ms. ******* paid the agreed upon water/sewer charges for the entirety of the lease without complaint. Ms. ******* released possession of the apartment back to The ***** ** *********** on Monday, April 18, 2022. The last day of the lease was April 16, 2022 which is the date that the water was billed through. Whether or not Ms. ******* resided in the unit full time or used any water in the final month or two of residency is unverifiable as she remained in possession of the apartment during that time.
  Although irrelevant to the water billing, all maintenance and pest issues that were reported by Ms. ******* throughout the lease were completed in a timely manner, typically the same day. Management and maintenance had gone above and beyond on multiple occasions to cater to Ms. *******’s schedule and needs despite being harassed by Ms. ******* and her mother.
  The deposit refund check minus the final water bill and charge for a damaged blind was mailed to Ms. ******* on April 22, 2022 to her forwarding address provided to us. In efforts to continue good faith tenant/landlord relationship, it has been decided to refund the final water bill that will be returned via check.
  This dispute is resolved and will be closed promptly.

  Business response

  05/13/2022

  May 13, 2022
  
  Re: **** *******
  Complaint #: ********
  In response to the above referenced complaint of **** *******;
  All statements in our previous responses are true and accurate and have attached supporting documents. All practices are honest and in good legal standing.

  
  The original deposit refund check in the amount of $355.16 ($475 original refundable deposit minus $45 blind charge minus $74.84 final water bill) was cashed by Ms. ******* on May 6, 2022.

  
  The refund check in the amount of $74.84 to reimburse the final water bill as promised to fulfil Ms. *******’s complaint request was submitted for approval on May 3, 2022 and was mailed to the provided forwarding address on May 11, 2022.

  
  This dispute is resolved and needs to be closed promptly.

  Customer response

  05/13/2022

  
  Complaint: ********
  
  Hello, 

  As stated in the message to the Better Business Bureau, I am waiting to receive and deposit the check. While I appreciate the reimbursement (Of My Own Money), I have stated on MULTIPLE occasions that I was not told verbally about how the water was billed and the contract stating the "water will be paid" was not sufficient in advising how the bill would be distributed. My hope with this complaint is, in the future, the complex will take the time to inform residents, IN WRITING, IN THE LEGAL CONTRACT, how the water is charged to be transparent and honest. 

  The check I deposited was from my money and that I put down for the apartment. I cashed that check as it was my own money and unnecessary to wait. If the water refund was approved on May 3rd, 2022, there was no need to wait until May 11, 2022 to send it. I waited to receive the reimbursement of my money, but the claim closed during this time. I reopened the claim because I was not sure, in good faith, that the complex would uphold their promise -- to send the money or not -- as I had not received it. 

  I will not be closing the claim until I have received AND deposited the check. I thoroughly cleaned the apartment when I moved in (there were thick layers of dirt lined the sliding door, and windows and found bugs) and found multiple points where the apartment needed repaired, and general maintenance. I have not disputed the blinds charge. I have a complete document I can and will share publicly, if needed, to show all of the issues I experienced in the apartment. It got to be so extensive that it was over 30 pages. 

  The complete disregard by the staff, including this interaction, has been appalling and I did not enjoy my experience at the complex. I have felt bullied throughout the entirety of living there. I am not harassing the complex by stating I was NOT informed of how the water bill was distributed until the day I was doing my final walkthrough. I was shocked and confused. If the contract was in good legal standing, and stated in plain English how the water was to be billed and distributed, this claim would not have been submitted. 

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

*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. ↩