Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was currently denied an rental application. I paid $150 for 2 applications for Myself and my Grandmother that was none refundable (Which is understood) and $200 for an Admin Fee. I received the Admin Fee via mail but was in my Grandmother's name, which made it have to be mailed back off. A month had passed now 2months has passed and she has yet to receive the check. I reached out to the The Jewel At Summit Pointe's office and spoke with ****** who informed me that she will email the place whom the check was from and get back with me. Two weeks had passed and I reached out agian and asked ****** could I received the check numbers, so that I can give it to the bank and be sure the check had not been cashed. ****** then stated that she will email the place and get back with me. I then informed ****** that weeks has passed and she said that she'd email the place the previous time before. ****** then said " Ma'am we cannot give you another check ". I replied to ****** letting her know that I did not ask for another check, I was simply asking for the check numbers so that I can gve this information to the bank to track the check down. ****** then hung up the phone.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a brand-new apartment, however there is no air flow in the vent in my master bedroom. I have since Nov been trying to have this resolved to no end with management. The maintenance dept his failed to fix this problem other than shutting every vent in my apartment to push air through my master bedroom vent. This was a ridiculous attempt at a fix. It has now been 6 months and I still have no air flow. I have asked to be released from my lease to find other accommodations as this repair has not been completed. However, they are now stating that I can move apartments and not be released from my lease. My issue is why was this option not available when it was the dead of winter? I have been forgotten about until I message the manager then the call the repair man who is usless. Please help. I need help with this company as the renter has almost no re-course in these matters.

  Business response

  04/10/2024

  Good afternoon,
  
  We have been in contact with this resident since January. The initial thought was that the settings at her thermostat were off so those were adjusted. As she continued to experience issues, we had our HVAC vendor come out and they informed us they would need to run additional testing on the unit. After further testing, they deemed that the unit was operating as it should. We believed that the unit should be pushing more air to her bedroom, so we contacted a third-party HVAC company who confirmed this. The HVAC vendor recommended closing off several vents throughout the apartment to increase the airflow in the main bedroom. This was performed and the airflow increased tremendously in the bedroom.
  
  We thought this resolved the situation. We contacted the resident a month later to let her know we were planning on completing a small project in her apartment and she informed us that the fix that was previously provided was not what she was hoping. She had reversed the changes back the same day. Unfortunately, we were not made aware of this as we would have continued working towards resolution.
  
  After this communication, we scheduled an HVAC company to come out and run some additional tests on this unit to address her concerns. We have also been in contact with the resident and have offered a concession off their rent for the next month. We remain committed to ensuring all of our residents are comfortable in their homes. We plan to have this situation resolved as soon as possible. 

  Customer response

  04/11/2024

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

  I have been six months with no heat or air in my master bedroom. 
  The maintenance / landlord stated there was an attempted fix. This fix entailed shutting every vent in the apartment except the bedroom as a fix. 
  This is ludicrous and quite laughable. 

  Management has treated me like I am an idiot and I am over their response and lack of action. 
  I am trying to leave this apartment complex as their lack of response and care to the no heat issue has not been addressed.  
  However, I was advised I can’t break my lease (even though this is negligence on their part. ) They offered a month of free rent as a way of addressing the situation. 
  But I just want out . This company is beyond anything I have ever dealt with. 
  
  

  
  Sincerely,
  
  **** ****

  Business response

  04/12/2024

  
  We understand the frustration of this resident and have addressed the delays in communication up to our corporate office. However, we did more than offer one month free. We gave two options: one was to transfer the resident to another apartment for the remaining six months of her lease and pay for the moving expenses or, two, to let her give the necessary notice to leave and deduct the normal cancellation fee and repayment of the free month. This is a new construction and, unfortunately, there are usually hiccups as we bring units onboard. All we can do is trust the HVAC professionals in their advice. The newest vendor is still scheduled to come out and make the necessary changes as well.

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