Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Below are the issues we found 8/1/2024 at *********** Apartments 1. The ** unit was not working. When turned on our apartment was 90 degrees and rising as the day went on.2. Live Romex wires hanging from the walls in the HV** closet.2.1. *** article 336- rules for Romex instillation and securing 3. Telephone wires hanging in the street where a car could easily make contact.3.1. *** article ******- clearance for overhead conductors 3.2. *** article ******- 12 for conductors not exceeding 300 volts over driveways 3.3. *** article ******- 18 over public alleyways and parking areas 4. ** switch box was hanging out of the wall in the HV** closet.5. Front door would not shut and seal all the way when closed.6. Broken outlet in the guest bedroom was cracked in half and painted over.7. Toilet in the guest bedroom would spray water out of the back of the tank when flushed.8. We had multiple live and dead roaches throughout the apartment within a few hours of being there.9. The water coming out of the faucets were brown and smelled of rust. When the hot water was on it a darker brown with a strong odor.10. The apartment floors were covered with dust, sand, and hair.11. Almost all the apartments had window units with trash bags and plywood covering them.12. Balcony across from our apartment had caution tape where the metal was rusted and hanging down.13. Our unit smelled of cigarettes and a slight mold odor. The mold was our main concern for our health.Despite our attempts to address these concerns by speaking to the lease office. We were offered a one-bedroom apartment for two people or offered a hotel for the night while the ** was fixed. Any overnight solutions would have been temporary considering the state of the apartment unit. Due to the severity of these conditions, we were unable to even consider living in the apartment comfortably or safely and decided it was in our best interest to get out of our leasing contract.

  

  Business response

  09/16/2024

  We understand your frustration with your complaint, and we are sorry we could not meet your expectations. We recently had a hurricane and were unable to address certain issues arose during that time. Please reach out to us at ************************************ to discuss getting this matter resolved.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.The AC unit was not working. When turned on our apartment was 90 degrees and rising as the day went on. 2.Live Romex wires hanging from the walls in the **** closet. 2.1.NEC article 336- rules for Romex instillation and securing 3.Telephone wires hanging in the street where a car could easily make contact. 3.1.NEC article ******- clearance for overhead conductors 3.2.NEC article ******- 12 for conductors not exceeding 300 volts over driveways 3.3.NEC article ******- 18 over public alleyways and parking areas 4.AC switch box was hanging out of the wall in the **** closet. 5.Front door would not shut and seal all the way when closed. 6.Broken outlet in the guest bedroom was cracked in half and painted over.7.Toilet in the guest bedroom would spray water out of the back of the tank when flushed.8.We had multiple live and dead roaches throughout the apartment within a few hours of being there. 9.The water coming out of the faucets were brown and smelled of rust. When the hot water was on it a darker brown with a strong odor.10.The apartment floors were covered with dust, sand, and hair. 11.Almost all the apartments had window units with trash bags and plywood covering them. 12.Balcony across from our apartment had caution tape where the metal was rusted and hanging down. 13.Our unit smelled of cigarettes and a slight mold odor. The mold was our main concern for our health.

  

  Business response

  08/19/2024

  The ** was working. The resident was moving in and left the door open all day. That made the temperature rise which resulted in the ** not being able to cool. When staff walked it the following day it was at 72 in there. We also had the city walk it and none of the other complaints were found. There was no mold found in the unit at all. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a maintenance request for the air conditioning not working in my unit on March 28, 2023 in writing via email. I received an initial response stating the request was received. Following that, I had no communication or updates for almost 3 weeks with over 15 unreturned calls and messages and 5 unreturned emails to four different people within the company as well as the corporate office. After 3 weeks a window unit was put in my apartment without my knowledge or consent. The unit was repaired on 4.21.2023. I have requested reimbursement and compensation for my electric bill and inconvenience for the time my unit was out. I continue to have no communication with the corporate office despite repeated calls and emails.There has been a transition of ownership but as a resident I have not received any written notification of changes including to my lease (termination date, change in cost, etc.). I was recently told my rent would go up $260 on a month to month basis but the resident portal stated a $160 increase. My lease lapsed with no communication from the property about an increase in price for a month to month basis nor renewal options. I spoke with a corporate representative and requested this information be sent to me in writing to review on 5.1.2023 and I have yet to receive that information, nor have other renters who are also in the same situation lease wise.

  

  Business response

  05/19/2023

  We are not sure about the email submitted 3.28.23, though I do have a work order submitted 4.3.23.The issue found required parts to be ordered so that the repair could be completed.  From April 1 through April 24, there were no temperatures that exceeded 84 degrees.  On April 14th, we placed a window unit in the bedroom of her apartment, which was refused by the tenant and required ** to remove it. The air conditioning unit was repaired and functional 4.21.23.  As for the ownership change, we did hand deliver the change of ownership and management individually to each door 3.2.23.  We do not show a balance on this residents account and her rent charges are the same as prior months as well as no month to month fees are charged to her account.  We do hand out notices of renewal/nonrenewal and rental increases with the appropriate amount of time required by their lease agreement. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm writing in regards about the violation of lease agreement terms at The *************************** in *************, *****. Myself and many other tenants signed leases with the agreement that all bills were paid (including internet and cable). Not only did the office manager tell us this at signing, but this was also what was advertised on outside signage on property, stated on The ******** Apartment's official website, and is also stated on Class A Managment's page for The ********. We are all now being told, months into our current leases, that we have to pay an extra *mandatory* $40 a month for internet starting February 1, 2023. We are not even given the option to forgo this service. Also on that date, the cable is being turned off (it will be optional - that if we want cable we will have to pay extra). We looked on our leases and on Page 1 **************** Monthly Recurring Fixed Charges," nowhere does it state $40 for monthly internet. According to the ***** Tenants' Rights Handbook page 7, it states "During the lease, one party cannot change any terms of the lease agreement without the other partys consent." We never consented to this $40 monthly fee. Not only is this change wrong, but it seems illegal. When we brought this up to the office manager, he said it wasn't his decision and it was out of his hands. He also said that we all needed upgraded internet and this was the result. I do not agree with lying to people's faces and adding an extra monthly fee (not stated in the lease agreement) that people were not aware of when signing their leases. The correct way to have handled this would have been to honor existing lease terms and only add the new $40 fee to new lease agreements. This would be the honest and respectful way of doing business with people. Please look into this new non-consensual charge.

  

  Business response

  01/26/2023

  Good afternoon,

   

  This complaint is a direct result of faulty communication.  This new charge of $40.00 ONLY applies to new move ins and renewals.  We are aware that changes or charges can't be introduced during a current lease term, which is why this does not apply to residents that are currently in the middle of a lease. My apologies for any misconstrued information.  Please feel free to reach out to our corporate office at any time.

  Thank you kindly,

  *************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without hot water for over a week

  

  Business response

  11/07/2022

  Good evening,

   

  We sincerely apologize for the inconvenient water situation.  The manager sent out communications today regarding the repairs and where they are in the process.

   

  The parts needed for the repairs aren't very accessible on the island, however we were under the impression the problem was going to be solved today or tomorrow.

   

  While your patience is greatly appreciated, we understand your frustrations and are diligently working to get this resolved.

   

  The community manager, who lives on site as well, will be having an event for all residents due to everyone being so patient and understanding. 

   

  Thank you,

   

  *************************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been over charged by this company since they came in and bought our property. A lot of residents arent happy with how this place is dealing with this. I ask for a breakdown/itemized receipt, they wont give it. They give me my rent total instead. Now they are going up $30.00 in water which I am not legally obliged to pay. My rent per lease(attached) is $835.00. Not only have I been paying $857.00 every month but now they wanting to charge us even more for water that does not make any sense. The management does not care to help you and just tells you this is what it is even though I state that per my lease it is not the same pricing. Now to mention that when they have water leaks and mold starts to come up, all they do is cover it with PAINT. Thats it. I have photos of this as well in another neighbors apartment where this occurred. Something has to be done here. Theyre unprofessional and do not care what the residents have to say. And theyre GOING AGAINST MY LEASE. And have been since my lease started in March of 2022. Please help. This has to stop. Thanks, *********

  

  Business response

  10/05/2022

  *******************,

   

       Thank you in advance for bringing this to our attention. I will have the Supervisor audit your ledger within the next 24hrs.  If for any reason we have made a mistake we will fix it. If not the supervisor will explain in detail to you as per you lease it shows that you are responsible for all utilities but again let us look so that we can be accurate before we speak any further. Thanks again and ***** should be reaching out to you soon.

  Customer response

  10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complex/community is so poor at maintenance that we have been waiting months for problems to be fixed and apparently had a maintenance worker fired for checking off work orders and never showing up for the job the problems weve had been consistently asking to be fixed is the dishwasher not being connected, a leaking and broken sink, a stove that sounds to be arcing in the back of it every time you turn it on, bugs and the A/C which has also been out for for months now letting the inside of the house reach 90 degrees inside when its 100 outside meaning the place isnt any different than out side all it gives is shade, the ac was recently fixed and half worked for about a week and a half but smoke and fumes started coming through the vents caused by burning wires the fire department found in our apartment. When trying to reach the property managers and emergency maintenance 24 hr lines no one picked up Ive left messages and emails and still no reply more than 12 hours later. All of these complaints have been documented. With the heat and ac broken this place has been causing health issues and now is completely unsafe. I have been trying to get the lease terminated but they refuse to let me and my wife out so now I am forced to seek legal action against them.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since June 25, 2022 my Air Conditioning has been broken in my apartment. It started with a leak in the ceiling that management was made aware of on 6/25/22. It has progressively gotten worse over the almost 4 weeks since the issue started. On June 26, 2022 part of the ceiling fell down, a few days later the air conditioning stopped putting out cold air. Maintenance for the apartment came and got the air conditioner to push out cold air but it the air conditioning has not been fully fixed as it will not keep the apartment cool. I have had to spend over $600 to buy two portable air conditioning units to barely keep the apartment cool in the 100 degree plus ***** heat. The apartment has been 80 degrees or over every day since July 4, 2022. Management has made almost no effort to have the air conditioning fixed, they keep telling me its a high priority and that it will be fixed. My electric **** has doubled, its over $200 now when its usually around $100. Ive contacted corporate, Class A Management, multiple times with still no resolution to fixing the air conditioning. On July 19, 2022 the hole in my ceiling was finally repaired but the air conditioning has still not been fixed. The maintenance crew who fixed the hole in the ceiling said that they dont know when they will be back to fix the air conditioning or if they even can because they are not air conditioning experts. Ive told corporate I want a full refund for the two portable air conditioning units and for my electric **** to be paid since the cost of the **** is due to their neglect but they have not come to a resolution for that either.

  

  Business response

  07/21/2022

  Upon an investigation into this complaint, corporate found the following:

  The first call was received was June 25 for a water leak.
  June 26 maintenance repaired leak.
  July 5 maintenance was called out again for a leak and found unit to be working properly, with a vent temp of 67.

  July *********************************************************************************************** addition to the increase in their electric ****. Tenant's father advised the unit was dirty so, as a courtesy, a call was scheduled for maintenance to return to clean the unit.
  July 14 Maintenance and  manager both attended the call and found the unit to be very cold but tenant continued complaining about unit not cooling. Tenant had placed foil in their windows and was continuing to request money for the portable unit. ******************washed the outside unit and advised he would return on Monday or Tuesday to repair the ceiling. Maintenance returned on July 19 and repaired sheetrock, then the following day to complete paint and texture. 
  Manager spoke with tenant on July 20 to advise they would receive $100 off of August rent. The tenant seemed content, thanked the manager and that is the last contact that was made.
  
  
  

  Customer response

  07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my pregnant gf submitted request for exterminator at the burgundy condominiums office for our place we have killed over 40 cockroaches in 2months thats been breeding in our vents and they refuse to send someone. They refuse to fix our disposal it got food in it and gnats breeding in it as well and our dishwasher is retaining water and leaking on our floor its unsafe and unsanitary and all we get is I will see what I can do from office or they say they will send someone out and they never show.

  

  Business response

  07/20/2022

  Thank you for bringing this to our attention. Our records reflect that pest control has serviced your unit 3 times within the past three weeks. Your unit has been added to the list for the next few visits until you have let us know that the problem has been resolved. Maintenance will address the dishwasher and ************** away. We do apologize for the inconvenience and will make sure to do better to respond to your request within a timely manner. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/5/2022 I made a call to Class A Management to discuss some issues and concerns that I had with an apartment my sister, *************************** who is disabled, is renting. The apartment is located at *********************** ********************************************************, Apt 116. I was informed that Class A Management no longer manages that property. When I asked for more information I was given a number to call without any explanation. I had an issue with that and asked to speak to someone in charge, ********* took the call. I asked her the name of the new management company and she repeated what the receptionist told me the she can provide me with a telephone number. I told her that is unacceptable and I have every right to know who the new management company is. She was very rude and told me that she is not obligated to provide me with that information and she hung up the phone. I feel it should be Class A Management's responsibility and a common courtesy to inform the tenants that they will no longer be managing the property and provide the new contact information. Just to offer a phone number without a name is very unprofessional.

  

  Business response

  07/05/2022

  This person is not even a tenant of this property. ****************** is a tenant and proper notice was given to everyone that lives on site. Class A is not the owner merely just the management company. Class A is not always given information on who the next management company will be. It just so happened a supervisor was standing by ******** when she gave the information and she was not rude in any form or fashion. We wish we could help more but all the resident has to do is go to the office. I know for a fact there is a manager on site.

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