Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  These apartments are filled with rats, and mold all around the windows and bathroom tubs . We had cracks all in our walls because of the foundation and they did not fix it when asked . One weekend we had killed over 15 rats . Thats when we decided to move. And they made it difficult to do that. They wanted to trap us there. We should've been able to break the lease because we told them multiple times about the rats and they didn’t do anything about it until we wanted to move . Which is a health hazard. Also they charged us a $300 fee to move to the apartments across from them , PLUS a prorated amount of $780 to move out .. now they charging us a $300 water bill for two months. For what reason? I dont know . I will be contacting Mosaic Residential Inc, the BBB , and the Texas Department of State Health Services.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been a resident at 2111 Holly Hall in Apartment ***** with managers Salest R********, Judy M*****, and Regina ****. I have requested my maintenance and pest issues several times since moving in at the end of July 2022. The biggest concern has been my in-unit washer/dryer needed to be repaired/replaced, as the lint filter was completely broken upon arrival and I believe that drying clothes without the lint filter is a HUGE safety/fire hazard per the U.S. Fire Administration. I have also been practically living with bugs, despite ensuring cleanliness throughout my apartment - I'm even showering with these bugs and baby roaches. I have made countless attempts at addressing these issues to management who refuse to give me a timeframe on when these issues would be repaired/replaced and when pest control can come to my apartment to rid of the bugs. The manager stated my in-unit washer/dryer would need to be replaced but there was no extra one on site, but still failed to give me any timeframe on when I would be able to properly do my laundry. My last in-person interaction with management was last week, where we got into arguments and I am banned from entering the office building because I called the management rude names after they continuously refused to provide any sort of assistance. Today, my list of maintenance issues have yet to be attended to and I am still living with bugs and roaches. It has become my daily chore to kill these pests every single day.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There are many issues to note: 1.) Car tires stolen twice: (February 8th, 2022, July 31, 2022) On two separate occasions, all four of my trucks tires were stolen. Cameras were broken or off and Security was said to be working and present, this was not true on either occasion. The gate was broken during the 2nd incident and the theft also included a broken car window. Both times, the complex refused to help, stated it was not "their problem" and purposely ignored phone calls and emails made. 2.) Keys: On two separate occasions, the complex lost my apartment key, meaning that any maintenance request was ignored. After many ignored requests, I called and that is when the apartment complex stated they misplaced our keys (June 14th, 2022). In case of a fire or emergency, the complex NEVER had access to my unit. I was forced to change the locks on my doors. After this, the complex still did not have a copy to my apartment even after the locks changed (8/15/22). I found this, again, from an unanswered service request and let maintenance inside myself. 3.) I reached out and asked the complex what needed to be done for move out, they responded but failed to note that I needed to give 60 days notice. They stated they sent a notice regarding my move out, but that is no where to be found and they will not re-send any information proving such. I am now being charged 2 months rent and month to month charges, however without the notice from our complex, per the lease contract, the 2 month charges becomes invalid. 4.) A week after moveout (9/6/22), I have been charged with a "trash violation" - I do not live there and have not taken trash out. 5) As of today, 9/6/22, I have endlessly called and emailed just to be ignored.

  Business response

  09/12/2022

  Good afternoon, 

  I have responded to your concerns below. 
  
  Issues Regarding Theft
  I am sorry that you endured the theft of tires from your vehicle while living at the ******* **** *** ********* as well as other acts of vandalism. I cannot speak to the events that took place prior to Mosaic Residential becoming the management company, however, since takeover we have employed a night patrol company and an onsite courtesy officer. Unfortunately, crime knows no zip code and can occur anywhere at any time even with prevention strategies in place. We are at the mercy of the police department during these difficult times.
  
  Keys
  In regards to your apartment keys, unfortunately our Key Trak System went offline during a storm and we did have to ask Mr* ********* to borrow your apartment key during this time. We apologize for any inconvenience this caused.  
  
  Trash Violation
  Trash was left behind during your move out, per our policy you were charged for trash removal (see attached pictures).
  
  Lease Terms
  You provided a notice to vacate to our office on August 18, 2022, 13 days prior to your lease ending on August 31, 2022. The ***** ********* *********** ***** lease is a legal contract that is used for all residents. Within the lease it states that you must provide a 60-day notice to vacate, and unfortunately you did not. You mentioned that you do not believe we fulfilled our required duty of posting renewal information, however, I must disagree. A notice of renewal (attached) was posted to your door and I personally spoke with Mr* ********* regarding your renewal when he visited the office regarding keys. Please know, the lease does go on to state that a resident may provide a 30 day notice rather than 60 days if timely renewal information is not provided by the company. You provided 13 days which does not meet these criteria either.  
  
  
  As a courtesy we are going to waive the 60 days *** charge and only charge a 30-*** (August 18 – September 18). Please know, we must treat all residents the same and this allows us to continue to adhere to the lease contract. We hope this helps and that you understand that we are simply adhering to the lease
  
  Thank you,

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