Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on sunday february 4th, my daughter and I filled out applications for a one bedroom rental at **** ******* in toledo. My daughter, ********* spoke with ****** on the phone and explained to her that she would not be living there, it would just be me. *********'s was only for the income for me. That's my daughter and she was looking out for me cause I'm on SS and need to leave this 4 bedroom house filled with grown grandkids. She drives a semi, I'm sure that's enough income. Anyway they denied me the rental because ********* would not be living in the house. She knew that from jump that she would not be living there. I paid for 2 apps and in the end was denied for a f--ked up reason that was known. They lied and got $80 out of me for nothing. I would at least like a refund of the $40 I paid for ****** with my CC!

  Business response

  02/27/2024

  We received ******* and *********'s application on February 4th and began processing it the next day on the 5th.  ********* never reached out to our office, only *******.  It was not mentioned to us until after we started processing the applications that ******** would not be residing in the apartment.  We do not allow co-signers they must be legally bound to the lease.  With out *********'s income ******* did not qualify as she is being paid cash under the table (see attached note) that can't be used as verifiable income and SSI that does not add up to 3 times the rent.    

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service, management of ********************** and maintenance. I have been renting for a along time. Throughout the time here there is unfinished maintenance request. Such as kitchen cabinets and drawers waiting to be replaced. They put unfitted unpainted boards with a nail in them to fill the spaces after they took the originals and never brought back. The window is being held by wood so it doesnt fall down until they get a new one. I was told they are only required to have 1 working socket per room even though there is no cover with wires exposed. Bath tub has been peeling paint since day1. So we cant take baths only showers. They sprayed something in it but it never worked. Screen door replaced. Whoever puts it on the wind keeps blowing it off. Toilet keeps doing the same thing constantly running they come fix it then not long after same thing happens. MOST RECENTLY THE FURNACE HAS BEEN OUT SINCE 12/29/23. I have been leaving multiple messages on their emergency line since. No answer or call back until 12/31 a maintenance guy comes by with 3 heaters and says he cant fix it and has to have a heating company come out. Electric heaters blow the fuses so I can only have 1 on at a time. CALL/ leave vmails STILL HAVENT HEARD BACK DIRECTLY FROM FLEX. 1/2/24 a heating company comes and says I need a new furnace. 1/3/24 I GET A HOLD OF flex. They say waiting for the owners money to clear. Said they cant do anything else to help me until furnace replaced. Sorry the heaters dont help. 1/5/24 I call for an update . I was told waiting for parts for the new furnace should be installed sometime next week. I asked for them to try and find another company its freezing cold in the house and I have children. She says no not alot places work with property managers Im just going to have to wait until the company calls and installs the new furnace. 1/11/24 Still no furnace and tomorrow will be 3 weeks.

  Business response

  02/08/2024

  *****************, I have reviewed your complaint and our handling of the home where you reside.  You moved in December 2013 and have submitted nearly 100 work orders that all have been taken care of. Since you have been living in this home, we have installed 6 screen doors due to damage from the wind.  The real reason is because you dont ensure the door is latched and the wind takes it.  We will not be replacing any more storm doors unless you pay the cost to have them done.
  
  After you lived in the home for 8 years ******************************* for the cabinets falling apart.  What we found was drawers missing or damaged beyond repair.  We had them piece the cabinets back together as good as possible.  Since then, you have not placed another work order until 10-30-23 concerning the cabinets.  At this point I am willing to get an estimate to replace them with the owner, but my concern is how they will hold up with you in the home. 
  
  The toilet you mentioned was fixed on 9-4-23 with a new fill valve and was working good at the time we tested the toilet.  Then you placed a work order that was completed on 11-6-23; we replaced the flapper to stop the toilet from running.  Tested good at the time we left.  Is this still an issue?
  
  Throughout all the work orders that I have reviewed I do not see anything regarding the bathtub peeling paint.  This repair could happen you would just not be able to use the tub for 72 hours. If the tub needs to be replaced, then we would have to submit a bid to the owner for approval.
  
  I am not sure where you heard that 1 working socket per room is all we required.  We replaced a wall outlet and GFI in September of 2023.  With no other work orders submitted for anything electrical since 2018.
  
  The furnace was installed on 1-13-24.  I am sorry you went with no furnace for just over 2 weeks.  We will not be prorating rent as we provided you with heaters to warm the home, got the furnace approved by the owner and installed it as quickly as we could. 
  
  *****************, this is your third complaint with the BBB against us and in the prior complaints you never mentioned anything about the tub, kitchen cabinets, and electrical that you made seem like has been an issue since you moved in.  If our customer service is truly that Horrible, why are you still living in this home?  I truly think that you dont like what you are hearing so its Horrible customer service.  Please reach out to us about getting access to the home to do an inspection so we can get a bid to the owner for the cabinets and tub.  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My lease was up as I served my 30 day notice may 1st as of 2023. I moved out June first and dropped off the keys June first. The management says that they will not give me the rest of the my deposit that is 1250 they charged me 629 dollars that was suppose to come out of my deposit they said I had turned in the keys late as I dropped them off the first of June. I would like them to resolve this debt and return the remaining balance of my security deposit. As I returned the keys the 1st the day of my notice I served and not a day past the first. I said that I would pay for the damages and cleaning and maintenance which was of the 629 dollar remaining balance that should have been deducted from my 1250 dollar security deposit and the rest returned to me

  Business response

  09/22/2023

  Dear Mr *****

  I have reviewed your complaint in great detail.  After reviewing your file I have found that on you notice that we received it was stated that you would be out May 31st 2023.  Keys where turned in the day after on June 1st and per your lease under item 37. Move-out Notice... If you fail to vacate by the date set forth in your notice, you will automatically and immediately become a hold over tenant as it pertains to the rent due:  

  Thank you for you understanding

  Customer response

  09/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have *** trying to get my ceiling repaired for almost a year and half. Constantly getting hung up on or empty promises to fix. I speak with their office weekly via phone and text.

  Business response

  06/16/2023

  Mr ****,

  I am sorry there was a delay on getting your repairs completed to your ceiling.  It is my understanding that the repairs have been completed.  Please reach out to the office if there is still any further issues.

  
  Thanks

  **** ******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in a condo complex that is owned by 2 different owners. The problem I have is that Flex owns the drive that we have to come into to get to our condo and every time it rains there is one drain that floods and we have to drive thru a mini pond / lake to get to our condo. We have called the Flex office several times and complained and they say there is nothing that can be done. That is just ands excuse... I'm tired of having to drive a clean car thru a mini pond/lake to get home. The company that own the one's that I live in has called Flex and they say that it is what it is that they can't do anything about it and I refuse to keep paying my money each month and have to drive my expensive vehicle thru a pond each time it rains and the pond stays there for days at a time.

  Business response

  05/09/2023

  First off,  I would like to point out that there is another drive that this resident could use to access there unit that there current landlord owns.  Secondly I would like to apologize that you are having this issue with the flooding driveway we are aware of the issue and working on coming up with a solution.  We do manage the stated property but we do not own the property so we are at times limited to things we can do.  When this occurred in the past we have had drain companies go out to try and solve the situation and snake out the drain.  When they have done that they found no blockage.  We have reached out to the township and county to see if there is an issue on their side causing the back up and haven't heard back yet. 

  Customer response

  05/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: Did  Flex reach out to  the the ownership and are they aware of the problem?  From the research that I have done the City or Township can not get involved. The process that I an hearing is that the storm drains are connected to the pond that is there which is supposed to drain the overflow into the wetland woods. If the pond drain tubes are plugged up that would cause everything to overflow and therefore water back ups and causes a lake that I have to drive thru. If you would like to talk to our owner I'm sure they would be happy to reach out and talk . 
  
  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. ↩