Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It all started on November 16, 2023 when I went to see an apartment to rent in H**373034353735373331H. It was my first time that I was going to be independent on renting on my own with my own efforts and work. The lady named *************************** showed me an apartment that looked in good condition but it was not the apartment she was going to rent me because she said that the one I was going to have had lost the key, but it was going to be the same as the one she showed me. So I accepted and I started making the application to see if I qualified and I ended up qualifying. Then *************************** began to make a contract of lease for one year. Then I got the apartment keys for apt#**. When I started moving in, the first moment I opened the door there were cockroaches everywhere, it was something horrible. And then I called ******* to tell what that was all about. She told me not to worry because fumigation was coming and I had no choice but to stay there. Then the next day I went and signed a form giving permission where they could come in to fumigate even if I wasnt there because I work all day. So I never knew if they went to my apartment fumigate as they had said. From that moment until now I continue to live with many cockroaches. Most appliances and furniture that I purchased with so much sacrifice are infested with cockroaches. All this had been a nightmare. To this day I keep dialing ******* with no success. She does not attend my calls. Im desperate Im in need of help, that was not in the contract. I would like help of finish or end this contract and be able to leave. Im getting very sick to my stomach from being among so many cockroaches. Please help.

  Business response

  03/21/2024

  Good morning. My name is *************************** and I am the property manager of San Pedro Apartments. In response to this complaint we've been working with the resident since the beginning making sure that she is happy in her apartment. We've done pest control treatments on her unit on November 17, 2023. We also did another on February 28, 2024 and the last one because she said she had an infestation (which she doesn't) was on March 3rd, 2024. I've been inspecting her apartment constantly and had not found any ***** crawling. We have provide also covers for her sink and tub. Closing any gaps that she had on her apartment. I sent maintenance to cover any holes that she had. I've contract my cleaning crew to do a full clean in her apartment to maintain it  after the treatment was done. I also ask of her to try to maintain her apartment tidy and clean. We always make the best to take care of our residents and she is no exception. Will keep on helping her in anything that she needs. My door is always open for her or any other resident to stop by. Thank you. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into:11062 ************* ******************************* on 10/25/2023. I paid more than $850 per month for rent and utilities in the unit. ************* apartment were notified when I moved in that appliances in the apartment were unsafe. This information was provided from a technician working with ***************** who stated that an appliance in the apartment was deemed unsafe to use. He provided a document with this information which was disregarded. Since my move-in date, I have called the emergency maintenance phone number at least 11 times after business hours due to either not having heat in the apartment or not having hot water. I have also talked to the manager in person and all Im ever told is that it will get fixed but every time someone comes to fix something, it goes out again shortly after and I find myself calling maintenance again and again-nearly once per week since the date I moved in. Below, you will find a list of some (but not all) of the times Ive called for assistance with either the heater or the water heater in the unit:November 2, 2023-7:29 p.m.November 13, 2023- 10:17 a.m.November 18, 2023- 12:40 p.m.November 26, 2023 - 2:36 p.m.December 19, 2023 - 9:57 p.m.December 27, 2023 - 6:16 p.m.December 31, 2023- 9:54 a.m.January 3, ****- 6:23 a.m.January 6, ****- 7:48 a.m.January 6, ****- 9:28 a.m.January 10, ****- 9:07 p.m.I have had to turn on the oven to keep the apartment warm and maintenance has left portable heaters in my apartment because they were unable to fix the heater. I have expressed to the property manager and maintenance personnel of my concerns about this due to the potential of my children getting burned by these appliances. I have had to take cold showers and have had to boil water in order to bathe my children. After running into the same issues with no resolution I finally sent an email directly to the corporate office seeking assistance. After doing so, the property manager called to apologize for the inconvenience and finally sent for the water heater to be replaced. Only a few days later, I called the emergency maintenance phone number again due to the heater going out again. The manager has sent out several emails regarding freezing temperatures during this winter season so everyone is aware of how cold it has been lately.

  Customer response

  01/18/2024

  A lady reached out to me via a telephone call yesterday and stated she was the regional director (if I remember correctly) and stated that I would get a $500 credit to my rent for the month of February for the inconvenience I had experienced.

  Business response

  01/18/2024

  The heater and water heater were repaired and confirmed to be working on January 12, 2024.  A special team was sent to trouble shoot and check the appliances in question.  At the time we also spoke with resident and gave them a rent concession for $500 for the inconvenience that they have had due to the issues.  We apologized for the circumstances and are trying to repair the resident relationship.  The $500 concession has been posted to their ledger and reduced the amount due for February rent.

  While we understand the frustration they feel, we have responded and repaired items once we get notification from the resident.  We value our residents and hope that this settlement shows that dedication and commitment to those who live with us.

  Business response

  01/18/2024

  My name is *********************** and I am the supervisor for ************* Apts.. I spoke to Ms ***** 01/17. We had already replaced her water heater and made the necessary repairs to the heater. She assured me she was satisfied with our work and all equipment is working as it should. I apologized for the inconvenience and scheduled a follow up 01/19. I have added a $500.00 credit to her account. Please consider this matter resolved.

  Customer response

  01/31/2024

   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 although I am waiting to see the $500 credit placed on my account which I am anticipating this will occur no later than 2/1/24. Thank you very much for your assistance with this matter.

*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. ↩