Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I am a previous resident of The Preserve at ***********, which is owned and managed by ***. They terminated my lease 4 months early so the company could renovate the apartment. Based on the written notice that was left on my door, we were told that we would be able to transfer apartments but when we went into the leasing office to inquire about transferring we were told that we couldnt, with no explanation given and was also told that I cant reapply due to my payment history. Im no lawyer but to me that is some sort of breach of contract and you cannot tell someone that they are not allowed to apply to rent an apartment because that violates fair housing. Since we werent able to transfer we were forced to spend our rent money on apartment application fees, deposits, movers etc so obviously we werent able to pay rent on the first of the month but they didnt care and still charged late rent and legal fees and continued to harass me with emails such as are you paying this month or are you going to just not pay? Not very professional. Above all of this, theyre charging me for carpet, blinds and stove burners, but if you were truly renovating(which I dont believe to be true because my apartment was showing available working 2 weeks of my scheduled lease end date and the rent only went up $20) why would you charge me for something that the company was already going to replace? Terrible business practice and I feel as though me and my family were treated unfairly. Now that Ive seen ************************ vs Invitation Homes lawsuit, I believe that I can seek legal action regarding this matter.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I incurred multiple issues living at **************************, under the clk management. First, the oven never really worked the whole year i lived there... i wasnt able to cook one meal using it. They pretended to 'fix' it maybe 6 different times. I was sick of having them come to my unit without notice to fix and oven anymore times so i stopped putting in any requests. The units got to 85 degrees during the summer.... for weeks on end, the ac units barely work. I feel like both of these are health concerns. Next, they tried to charge after I moved out for a couch that wasn't mine, and charged me for damage to a shared stairwell that was damaged before i moved in.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since September 2023, we have had a sewage leak in our kitchen. The leak is coming from our upstairs shower. We have reported the issue over six times to management through maintenance. Maintenance has not fixed the issue. The leak is so bad that there is mold growing in the cabinets where we storage food. According to our lease agreement, the renter must notified the owner immediately if mold is present. We have also reported mold to management and nothing was resolved. I have a 9 month old who was treated for a respiration infection due possible exposure. If the issue is not resolve, I plan to take legal action.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I payed half of my rent to CLK ******* June 14, and the building I'm living in currently switched to a new property management company last week (June 25). The funds from the previous rent paid were not applied to my current lease. Current company says they did not receive any money in the transfer, meaning I pretty much had the $502.95 I paid to CLK Chicago stolen from me. When I called CLK to see if I could get the money sent over to the new company or refunded back to me, I was told that they have no access to My previous account, and they could not refund my money. I lived there for about 8 months, and they have no access to any payment information for me? Where did that money go? They then told me to dispute the charge with my bank. I've never heard of such fraudulent behavior from a management company. Not Even sure if I'll get my $500 back from my bank.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $300 security deposit never refunded. They now owe me $600 because according to AL laws: if a landlord does not issue the security deposit refund within 60 days, they now owe 2x the original deposit amount. I moved out in June 2023 and still havent recovered a dime. They have been saying since August that they sent it out. They are lying. If i dont receive my deposit in the next week, i will be filing this in small claims court and CLK will pay all court related fees. I have all the documentation.There were ZERO damages to my unit. **********************************************************

  Business response

  12/28/2023

  Please see attached letter from our attorney in regard to **************** Security Deposit Refund. **************** was obligated to provide a Valid forwarding address when she moved out. She did not provide a valid forwarding address. Her $300 security deposit check was cut and issued on 7/12/2023 and mailed to the last known address. Upon vacating the premises if the tenant fails to provide a valid forwarding address, the landlord shall mail, by first class mail, the deposit or itemized accounting or both to the last known address of the tenant of if none, to the tenant at the address of the property. The 1st check **************** claims she never received so we stopped payment on that check and issued another check on 10/26/2023 and the check was mailed to the property. **************** was called, and we offered to hold the check for her to come by and pick up but she refused to do so and wanted double payment. That check was mailed to her and again, **************** claim she never received. A stop payment on that check was made and a 3rd check was cut and ***** to **************** in the amount of $300 on 12/12/2023. Delivery confirmation shows **************** received the package 12/12/2023 and signed at 10:48 AM. 

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Moved in Jan 2023, I informed the leasing office of issues with the apartment. I.e. leaking faucet in the main bathroom and in order to fully get the water (hot) to stop running in tub, you have to play with the k*** I informed them about my stove and the uncleanliness of the refrigerator, but what I have constant been complaining about is the security gate that will allow only those access to the premises. Which is one the main reasons why I moved here. Keep getting the run around about a third party contractor fixing the gate, and then was told recently on May 23,2023 after my car was vandalized that I had to take responsibility for it. Im complaining, because I took the necessary precautions to prevent this and as an added security measure if the gate was working then my car probably wouldnt have been damaged to further throw salt on the wound, the leasing office lied like the police had called them (Courtnei-Property Manager and ************ Services) and informed them that they caught whoever broke into my car, however; the police informed me that they hadnt spoken with anyone and wanted to know if there were video surveillance in the parking lot that possibly caught what happened. After speaking with the ************** about the incident, I was informed that cameras are only used at the entrance and exits but not in the parking lot as not to invade the residents privacy. I felt safe but not anymore and CLK and entities will not take any responsibility for what happened. I would like some form of resolutions. Fix the gate and give an ETA of completion. Because when I spoke with them on the May 28 they said two weeks because they had to let the original contractor go due to being unreliable and had found someone else but the gate is still come and go as you please for any and everyone. Asking for assistance in repairs and rental coverage

  Business response

  06/15/2023

  We would like to acknowledge receipt of the above referenced complaint from the Better Business Bureau. We have reviewed the consumer's complaint along with their desired resolution and will contact them. We would like to note, it is our policy to address the concerns of residents at our communities. 

  Customer response

  06/16/2023

  ***** *** contacted me on yesterday at 4:48pm and I have been contacting the office all day with no response but one time. The number Ive been calling is the number ***** informed me to call however, I have received no answer. ************. So how can we effectively address the issue if nobody is willing to answer the phone. 

  Customer response

  06/20/2023

   
  Complaint: 20159339
  
  I am rejecting this response because:

  Ive reached back out to the office and nobody has answered or returned my calls. The issues inside my apartment have yet to be fixed, the gate has not been repaired and it has well been over two weeks since ****** and ******** told me that it would be since they found a new contractor. Nobody has reached out to me to try to resolve the vandalism of my vehicle and attempted theft. So unless these issues are addressed financially and fixed physically then what are we discussing? They dont care! 

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

  Business response

  08/15/2023

  We are in receipt of this follow up complaint from the consumer. We have spoken with **************** and to our knowledge, all maintenance concerns that were reported here have been completed and we spoke to him regarding his concerns involving his vehicle. It is our policy to address all concerns of residents at our communities.

  Customer response

  08/20/2023

   
  Complaint: 20159339
  
  I am rejecting this response because: while they may have patched the issues requested within the apartment, however my safety is still A BIG CONCERN! I have yet to see anyone work on the gate. At first I was told two weeks the gate would be fixed because they were getting another company to repair the gate and after speaking with ***** she said that she wouldnt be able to give me an definitive answer on when the gate would be repaired but would keep me updated. She cant give me an update or an answer because the complex has no intention on fixing the issue. Constantly allowing whomever to come and go as they please. If I wanted to stay in an ungated community then I wouldnt have picked this one but I chose this one for added protection and my vehicle was vandalized with an attempt to steal. The leasing office didnt try to compensate for anything. I will not be happy/satisfied until the gate is repaired or Im compensated for my loss for what happened on the property of ************* CLK Multi-Families Homes. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 2018 tenant of Farmington Gates . I live at ******************************************************************** and have been an exemplary tenant.Now, it is the case that on Saturday, April 2, I leave my apartment to grab my car license plate *******, I found out that it is not in the parking lot.I called my children's father, who is a ******* Police officer.Later he called me saying that my car was towed from the parking lot, that I should talk to the leasing office. But it was closed for the weekend, I wainted until today Monday 04/03/2023, to go there. I was informed my car was towed away due to an operation carried out on Friday 04/01/2023 that I should contact ************* company, which I did. They told me I needed to pay $275 to recover it, because it remained there for 5 days. (payment receipt attached)It is outraging that neither the apartment complex nor the towing company, contacted me to let me know about the my mispleced car, but they always have time to call me to collect the rent. I am glad I could contact a police officer who informed me about my car otherwise I would still be wondering where my car would be. I almost filed a police report for vehicle theft, due to a complete lack of notification from the apartment complex and/or the towing company. If such a report had been made, a governmental agency would have had to be used to deal with a purely private matter, as if the ******* ***************** had no other duty but to be on the lookout for such absurdity.In short, I request an investigation to be opened against both, the Farmington Gates Apartment Complex, in conjunction with *************, for failing to notify me that I was supposedly improperly parked, second, failing to notify me about a towing operation, third failing to notify me that my car was towed and finally I ask them to refund me the $275 that I have paid so unfairly, since it is hard for me being just a College teacher at ********************* and a single mother.Tks

  Business response

  04/06/2023

  We would like to acknowledge receipt of the above reference case from the Better Business Bureau. It is our policy to actively address concerns of residents at our communities. We would like to note that there is a (No Parking sign / Tow Zone sign) in the area that the vehicle was parked. We have previously had contact with ******************* . Thank you for the opportunity to address the claims made by *******************.

  Customer response

  04/06/2023

   
  Complaint: 19891973
  
  I am rejecting this response because:

  First there is not sign with parking lot space prohibited where I was parked. And all the condo community uses those spots since years.

  Second The business never contacted me, neither before nor after the towing. In fact I have seen stickers on other vehicles windows with towimg warnings, never in my car. 

  Finally the proof that they never contacted me is that I assumed that my car was stolen.

  Thanks in advance.
  
  Sincerely,
  
  ***** ***************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since living at my CLK property, I have dealt with several issues with my apartment from ceiling leaks and constant water shut-offs to issues with mold and mildew. But my current issue is simple: I have been stripped of my ability to see my account activity. I assumed that there were system issues. After a month, I asked someone in the front office about the issue & was told I was no longer permitted to view my payment activity because of previous late payments & that I would have to call the office to request my account balance every month. This type of sanction is not listed in my lease. I am never given a receipt when I pay my rent, but I never pushed the issue because I was able to view my account activity online. Now I can't pay online and the office does not provide records of monies received/posted to my account. I have requested that my account access be reinstated because I am not given receipts and was told: "corporate said no". I contacted the front office on 10/27 about being able to pay online because I would not be in town & didn't want to risk accruing any late fees. I was denied my request several times. I even offered to pay via wire transfer. They refused that request as well. I dropped my money order in the drop box on THURSDAY, 11/03/2022. On Sunday, 11/06/22 I received an email stating that I had a balance due. This is not the first time this has happened. On 11/07/22, I sent an email addressing this issue and requested a receipt for payment. As of Thursday, 12/01/22 I have not received that receipt. I have been told that receipts are available upon request. I requested that my account access be restored and was told by the front office that they would get in contact with IT about the issue and as of today, I have not heard from anyone. Actually every time I seek to resolve anything outside of the front office, all of my voicemails and emails are rerouted back to them. The women that work in the front office, although friendly, seem to be limited in what they are permitted to allow. I am asking to have my account access restored. I just want to be able to access my account activity on my time without having to go to the office every timeI need information about my account. This information is rightly fully mine. It keeps everyone involved accountable. And no one has to stop their day to provide the information.

  Business response

  12/14/2022

  All maintenance requests made by resident have been completed.  Please note, if a resident has more than 1 returned items on their account, the online payment portal will lock for all future payments. Residents will still have access to all other aspects of the portal, such as placing work orders and viewing the status.  Office staff will still be able to provide the resident with a ledger to serve as record of payments/receipts as well as current balance owed.  Residents will need to request this information.  All of the information above has been provided to the complainant on multiple occasions.

  Customer response

  12/14/2022

   
  Complaint: 18489689
  
  I am rejecting this response because:

    "Residents will still have access to all other aspects of the portal, such as placing work orders and viewing the status."

  I do not have access to all other aspects of the portal. I am not requesting to make payments online. I am requesting to be able to see my account activity as I do not have that access at this time.

  
  Sincerely,
  
  V ********

  Business response

  12/28/2022

  We are sorry to hear the customer is not satisfied; however, the system to allow online payments is locked for multiple returned items and it won't be unlocked per policy and the system requirements.  As stated, the resident can continue to view important information, ********** orders, etc.  While we always seek the opportunity to successfully resolve issues brought to us through the BBB, and appreciate the opportunity to do so, we don't believe there is anything else we can do with this complaint to bring successful resolution.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been complaining about my AC unit since I have moved in these apartments. When I know she ****************** has been very slow to respond I have been without air for 2 months and I have been without heat since I moved here I was told I would get a new AC unit it has been 2 months and I haven't received anything. I have video recording of conversation with management about my AC unit and things that have been broken in the apartment I have pictures of my problem I have been complaining about. I have been told lot after lie and I'm tired I need my apartment fixed where I have heat and air in my home and I need my rent to be accommodated for my living situation

  Business response

  11/14/2022

  We would like to acknowledge receipt of the above referenced case from the Better Business Bureau. We have reviewed the consumer's BBB complaint and made contact with her. A partial desired resolution is already in place and have reached out to the resident regarding additional resolutions requested. We would also like to note that it is our policy to actively address concerns of residents at our communities.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied for a unit and was denied. No lease generated or signed. Yet, the office demands I pay the $200 apartment reservation fee and refuses to explain how this charge is owed and has doctored up move-out statements saying I owe this money. Management refuses to remove the charge and threatened to send it to collections. Contacted corporate seven times to no avail.Background: July 16, went in and told their leasing consultant that my current job was a summer job and I'd be returning as a full-time student. She told me that my pay met their yearly income requirement and that we'd qualify so apply. Paid $120 in application fees. July 18, received an email that we're pre-approved for the apartment and to hold and reserve the apartment $200 must be paid. July 20, paid the $200 and sent over my paystubs from my summer job as well. The email also stated the lease would be sent for our review. After not receiving anything, I reached out July 27 to see if the lease was ready for review. The leasing consultant refused to send the lease for review stating we must first pay to set up the utilities account and purchase renter's insurance - all on an apartment we hadn't signed for. July 30 received an email stating that she had just read my application and saw that my job was a summer job and therefore we did not qualify for the apartment. She confirmed that she did hear and see when I pointed that out to her in the office prior to her instructing us to apply. I asked when the $200 apartment reservation fee would be refunded since we weren't approved and the assistant property manager refuses. My bank refunded me and the manager then doctored a move-out statement stating my lease was up next year and that $120 application fee and $80 admin fee and $2.95 fee were due. Emailed stating that the application fees had been paid. She then sent a second fraudulent move out statement saying a $200 admin fee was due and if I don't pay them $202.95 then it will be sent to collections.

  Business response

  09/20/2022

  Thank you for allowing us to respond to this complaint.  All applicants are pending full approval based upon the contingency of providing supplemental documentation for income and rental verification.  A welcome letter is sent to all pre-approved applicants notifying the applicant of their pre-approval and of fees due upon move in day and required documentation for full approval.  Once an application is pre-approved, a $200 administrative fee is assessed and paid by the applicant to hold the apartment.  We ask all applicants to respond to the email with the attached Welcome Letter acknowledging that it has been received and that they understand the documentation needed to move forward.  The letter also states that any fees paid for an application that is canceled after 72 hours will be non-refundable.  The applicant responded to the email acknowledging receipt and that she had paid the $200 fee. The documentation provided by the applicant did not support the information stated on the rental application. Due to Fair Housing Laws, we follow the same procedures and policies with each applicant.  Once notified of the cancellation of the application, the applicant inquired about the refund of the $200 administrative fee and was told that it was nonrefundable.  The applicant then contacted her financial institution to revoke payment of the administrative fee. The final account statement was revised, and the administrative fee was charged back to the applicant. 
  

  Customer response

  09/20/2022

   
  Complaint: 18031292
  
  I am rejecting this response because:
  

  The documentation provided precisely matched what was on the rental application and what was additionally told in person to the leasing consultant, which was confirmed by her via email. She also noted that she had just read the application two weeks after submission and pre-approval. No misrepresentation was on my part and solely on the office's part. 

  Your portrayal of the 72 hours cancellation policy is incorrect and incomplete. The 72 hours policy states that it's in effect if I cancel my application "after 72 hours approval" and I was never approved.

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

  Business response

  09/22/2022

  We must maintain our position.  The welcome letter sent clearly states that applicants are "pre-approved"based upon the information provided on the application and the initial screening results provided by our system.  The 72-hour time frame begins once we have notified the resident of their pre-approval which was sent to the resident and receipt of the email was confirmed.  Within that time frame, we require submission of documentation which supports the application.  We hold the apartment for the applicant as they gather and submit the supporting documentation. If proper documentation is not submitted in a timely manner or if the documentation does not meet our requirements, the application is then cancelled. All of this information is communicated over the phone when first notified of the pre-approval and then in a written email with an attached welcome letter.  In this case, the income documentation did not meet the requirements. The applicant was notified that due to insufficient income, that as a student, they were allowed to have a guarantor. The applicant did not want to have a guarantor which ultimately resulted in the cancellation of the application. As stated in the prior response, we are required to follow the same policies and procedures with all applicants.

  Customer response

  09/22/2022

   
  Complaint: 18031292
  
  I am rejecting this response because:

  
  Thank you for admitting I was never approved. Per the language of the welcome letter/email, the 72 hours begins after approval. This issue at hand is requiring payment for reserving an apartment not approved for and the 72 hours clause for cancellation fees not applying due to lack of being approved. We've established this with your response. 

  
  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. ↩