Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thursday, 10/17, Gabby, the Assistant Leasing Manager, knocked on my door regarding my late rent. During this interaction, she stood out of view from the peephole and knocked for approximately five minutes, which I found unsettling. I have a Ring camera that recorded this incident, raising concerns about her approach.Additionally, this morning, another staff member with curly hair approached my door and asked if I would be paying my rent. When I informed her that I had an eviction notice and was scheduled for court today, she insisted that I should pay my rent, making a statement that I interpreted as racially charged: People like you never pay your rent. I find this comment completely unacceptable and discriminatory.Moreover, I want to highlight that the eviction court was scheduled for today. 10/21, but there is no judgment or record on the court website, leaving me questioning whether the management even attended the court hearing. This raises further concerns about the motivation behind their repeated visits to my door.I have been facing several challenges while living here, including:A lack of timely responses to maintenance requests. I have repeatedly submitted complaints about pests and plumbing issues, often having to submit the same request multiple times.An incident where my entire apartment flooded due to a pipe issue, which has yet to be properly addressed.An unexpected internet outage that lasted six hours without notice, which affected my ability to work from home and resulted in a write-up from my employer.Furthermore, my experiences when calling the office have often involved unprofessional attitudes from staff members.

  Business response

  10/21/2024

  On Thursday, 10/17 Gabby the Assistant Manager knocked on your door because there was an eviction court for non-payment rent scheduled for Monday 10/21 at 9AM.  I want to assure you that this is normal protocol to check that the unit is still occupied as she was scheduled to be off on Friday 10/18 and needed to be prepared for court Monday morning. It is also normal protocol for us to knock on the door for a few minutes and announce ourselves before making entrance, we would not want to unsettle anyone by not knocking and giving the resident a few minutes to come to the door, before opening it.
  
  
  This morning, I went to your door because it showed in the system you were scheduled to move out yesterday. When I asked you if you were moving out, you proceeded to tell me that you were going to court, but that you were not seeing the case in the court system.  I was confused because in our system it showed that we had court at 9AM today, but you continued to say you were going to court. I was simply trying to understand the situation so I asked you if you had talked with Gabby and had made some type of arrangement to pay or move out and that is when you told me with profanity that I needed to go through the court system and get the constable to come remove you. At no moment did I make a racially charged statement and I find that accusation completely unacceptable and discriminatory myself. I do not understand how anything I said was interpreted in that manner. So I would appreciate it if you would not accuse me of such a thing. I can apologize for the confusion we were both experiencing but I can't accept what you are implying I said or meant.
  
  
  Moreover, I want to highlight that in fact the eviction court was scheduled for today. 10/21 at 9AM and we did receive judgement. The judgement or record is on the court website. So you don't have to be left questioning whether we attended the court hearing or have further concerns about our motivation behind the repeated visits to your door.
  
  
  Now concerning you facing several challenges while living here, Every work order you have requested has been completed and closed out in the system. I also see that pest control was completed both times you requested on the normal Friday schedule routine of 8/9 and 10/4. As for the internet outage, we contacted Xfinity this morning and a tech is scheduled to come out between 3-5 pm that's the soonest they have a tech available. If you have other work orders that need to be addressed please let me know and I will make sure they are taken care of. 
  
  
  This is the first time you have reported a negative experience when calling the office or dealing with unprofessional attitudes from staff members. We strive to do our best and there should always be mutual respect with everyone. Please let me know of any specific incidents and I will be happy to address if any.

  Customer response

  10/21/2024

  I am rejecting this response because:   Not accurate per evidence.

  Business response

  10/23/2024

  Please find attached the proof of pest control service logs indicating that your unit was serviced in August and again in October. Additionally, I have included the relevant legal court document for your reference.
  According to our system, all work orders have been completed. Please let us know if there is anything further we can assist you with.

  Customer response

  10/23/2024

  I am rejecting this response because:   

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became a tenant at the Preserve at ************* in January 2024. Since becoming a tenant, my apartment has been riddled with problems. A consistent presence of roaches and bugs, mold, and electrical issues. Recently between September 28 and 29th, I was the victim of a crime. My car was vandalized, all four tires, rims, and wheels were stolen, car placed on cinder blocks and body damage also occurred. My car also suffered electrical damage as well because it would not start. I had to spend over $1000, miss time from work, and hinder the safety of my infant child because the premises lacks proper security measures. When the police contacted *** ******* to retrieve the camera footage, she was uncooperative. Since being here, I no longer feel safe because gates are consistently broken allowing undesirables to enter the apartment community. I've had homeless people, with mental health issues, sitting at the bottom of my steps. I no longer feel safe here with my child and I want to terminate my lease early and move out.

  Business response

  10/02/2024

  It is unfortunate this incident happened. Although we can not prevent crime or vandalism from occurring we understand  the impact it has on everyone involved.  After speaking with Ms. ******* she explained that she wanted to move away from the area and we understand and respect her decision to do what she feels necessary for her and her family.  We have agreed to release her from her lease obligations as of October 31, 2024 with no re-let fee.  

  Customer response

  10/02/2024

  I have reviewed the business response and accept this resolution. 

  Customer response

  10/14/2024

  I filed a complaint with the Better Business Bureau regarding my safety concerns and car vandalism that happened on the premises at the Preserve at *************. My resolution was to not pay October's rent, in order to use my available resources and funds to move, in addition to not paying the reletting fee. Madera Residential agrees to release me from my lease obligations and to not pay the reletting fee. I signed the early lease termination addendum thinking it agreed to our terms. It did not. She informed me that she spoke with ******* ******* to include a clause in the agreement to have me pay the prorated rent until I move out. When I spoke to her over the phone, ****** said she expected me to move out this past weekend between October 5th-6th. I have no family in *****, and I would have to put my items in storage and live in a hotel with my 21 month old daughter. I used this past weekend to find a place, complete the paperwork, and submit all my documents. I am currently awaiting a response. Madera Residential and the staff at the Preserve at ************* are unethical and deceptive. They would do absolutely anything to squeeze money from hardworking people knowing their apartment community is located in a crime infested area, and refusing to put proper security measures in place. I still have not received a follow up about the security footage they were supposed to submit to the police after my car was vandalized. Madera Residential is deplorable, despicable, and unprofessional.

  
  

  Business response

  10/17/2024

  This is our second response to the same complaint and as previously addressed we have agreed to release Ms. ******* from her lease obligations with no penalties as outlined in the Agreed Early Move Out and Lease Termination Addendum that was signed on October 3, 2024. As a courtesy and to maintain good customer relations we agreed to allow her to vacate the apartment on the date she requested.  We wish the best for Ms. ******* and if she needs further assistance please feel free to contact the leasing office.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/26/24- Saw rats running in my laundry room, there was a lot of rat p*** and chewed up washer and dryer cables. They also got into my pantry food. Emailed and spoke to manager and owner and they said all they could do was sent Pest ********** August I sent an email to manager about rats being in my kids room and rat p*** in my kids bed and all she did was offer a Free Housekeeping Service.September 9, 2024 I complained once again about rats coming from the sewer from the dishwasher that I have not used once and rats chewing up my kids plastic plates and Tupperware. They told they would sent pest control once again.I have asked to be release of my lease and they told me theres nothing they can do and they will not terminate my lease. Please help, i have young kids of 2 years and 7 years old that have seen the rats in their toys and this is not a safe environment for my children.

  Business response

  09/18/2024

  Thank you for bringing your concerns to our attention. We understand how challenging it can be when Mother Nature finds its way into your home, and we share your desire to resolve this issue promptly.
  As part of our commitment to addressing the situation, we engaged a licensed pest control company to service your property. On August 2, 2024, they conducted a thorough inspection and found no signs of pest activity, but took preventative measures by placing traps and sealing any potential entry points. Another inspection was carried out on September 10, 2024, and once again, no activity was detected.
  Please rest assured, we will continue to monitor the situation closely until both parties are confident that the issue has been fully resolved. We apologize for any inconvenience this may have caused and are dedicated to addressing the matter in accordance with the terms of your rental agreement.
  At this time, we are unable to release you from your contractual obligations, as we are actively following the prescribed treatment plan in collaboration with our licensed pest control provider.
  Thank you for your understanding and patience as we work towards a satisfactory resolution.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just relocated to *******, moved into apartment complex that has not forth coming with information about property conditions. I am currently living in unsanitary conditions and believe there is a ***** infestation in the building I am currently living in and management was fully aware of the issue and was not honest about it and now I am having to look for another place to live after exhausted all my finances moving here.

  Business response

  08/14/2024

  **************** moved in to The Preserve at ************* from out of state and it is unfortunate the apartment was not to her satisfaction.  During her move in process Hurricane ***** occurred adding to the dissatisfaction.  After several failed attempts to resolve the issues it was agreed to release her from the lease and refund the money she paid.  This was satisfactory to ****************.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is an apartment complex. I pay $1300 since October. I put in request for maintenance several times in order to get things clean or fixed. Its takes weeks to respond. And when they do finally come they dont fix everything. Today the property manager was very rude. And disrespectful. There are roaches and what appears to be mold is places. They refuse to fix it saying its just dirt. Dirty environment in and out. It cant be healthy living here. Then they claimed that Im making bad faith and false allegations.

  Business response

  05/24/2024

  **************;

  It is unfortunate that you feel you have not been satisfied with our service.  We do strive to provide the best customer service and respond to work orders in a timely manner.  We have reviewed the maintenance requests and found they have been completed.  There was a note regarding the issue with your stove not working properly however, it did appear to have not been cleaned in some time which can contribute to malfunctions.  The staff requested you clean it and then they would reassess if the problem still existed.  We will not be able to offer you a refund for the time you have lived in the apartment however, if you are not happy at ************ and wish to move we would be happy to discuss options that are available to you.  Please feel free to call the leasing office or stop at your earliest convenience and we will be available to discuss how we can further assist you.

  Thank you

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday ***** 22nd I applied via The ***** Apartments site ( sent all info needed ) paid application fee $100 and Admin fee $300 which pushed a early lease signing prior to vero decision. I thought I was approved because it sent me info to sign lease and add rental insurance etc... (unable to retrieve the lease I signed) . Then received text from Vero ( sent info). Next day I received denial on ***** 23rd from Vero.. I do not recall seeing anything stating Non- Refundable Admin fee ($300)I called and spoke with an office agent who stated yes I was denied due to my credit score being 542 and not 555 or higher. But also stated she would speak with her manager to discuss possible guranter to average out the credit score Then I asked about ***** refund and she stated yes we can mail it to your current address if I want to go that route. And I would receive in 21 days. That was ***** 22 and I still haven't heard from her and it's ***** 24th.I reached to ***** I emailed her to discuss it further. She is very rude. She actually emailed me and stated I should have received info from Vero She did call me and left nessage so I called her back. I explained what I was told the day before regarding Admin refund.. She immediately got on the defensive and stated " we don't do that here ..Admin fees are non refundable" I was trying to explain to her what the other agent stated the day before. She wouldn't listen to me and stated " you must have talked to some other place because we don't do that here" she also stated " I can send the information you signed where it states non-refundable." I said okay that's fine please email to me and we ended the call. So around 12pm I did email her and requested for her to send me a copy of the papers I signed. Just so I can see it because I might have missed the non-refundable part. I never received the email and I never received a call back and it's ***** 25th. The issue I'm having is the poor communication and the lack of empathy.

  Business response

  04/29/2024

  We wish to address the complaint received, indicating a discrepancy related to our establishment, "The ***** Apartments". Our records indicate that our community, situated at *********************************************************, does not seem to match the details outlined in the submitted complaint from *****************************.
  Upon thorough review, we have found no record of an application nor payment associated with ***************************** within our system. Furthermore, the floor plans, square footage, pricing, and floor level described in the provided picture also do not align with our property specifications.
  It appears this complaint might have been filed under the wrong Company. Please remove this complaint from our records or send additional details if ************** feels this is indeed our Community in ************* on *****************.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello , I have had an issue with my apartment complex ****** ******** run by Madera Residential, LLC since February 24th It first started with a leak in the ceiling of my master bedroom , I reached out to maintenance immediately and it took them 9 days after the issue to come to my apartment after having to contact them again to take a look at the leak. When they came to my apartment they looked over the leak and said it was an issue from the above apartment , and never returned to my unit . Still leaking at that moment of time that was March 9th I had to call and put in another maintenance request on March 18th due to them never returning to the unit and mold was starting to form on my ceiling . THEY NEVER CAME BACK I have a young child who was a preemie with asthma , who sleeps in the master bedroom with me and I believe that it is not a safe environment for her. In my children's and mine best judgment I no longer thought that this was a safe environment for us . On March 20th a pipe burst in my laundry room and flooded my laundry room and bedroom and master bath Maintenance arrived that night and turned off my water Next day they tore up my floor I am extremely frustrated and my lease is ending in the next 2 months and what I want is a letting out with no fees or penalties, I will provide you with multiple pictures as well as time stamps of calls and maintenance request Please let me know if you need any more info from me We have also recently reached out to the corporate level of management about our issue and they stated that they " met required obligations under lease contract " for timely manner even though the issue still has not been fixed and ceiling was still leaking (with mold growing ) when vacating the property .

  Business response

  04/09/2024

  Upon investigating the complaint referenced, we found that while all service requests were completed in accordance to our lease agreement with the complainant, we recognize that the communications throughout the process did not fully meet our standards. While the contractual terms were not fulfilled, we did waive the penalty associated with the early termination due to this unique situation. 

  Customer response

  04/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an apartment on 02/01/2023 from Madera residential and my lease was signed for one year. My move out date was 03/02/2024. Till date all of my bills have been paid, I am currently awaiting for my Madera Final move out statement, thats when I noticed that there is a bad debt write off on my Madera resident portal account. They havent officially sent the email for my Final move out statement but ** already getting a bad debt write off on my account? Bad debt write off is if you have been trying to reach out to someone that owes you and every attempt has been exhausted and unsuccessful. Thats not the case here.Ill attach a screenshot of my portal.The second issue I have is, the $460 charge I have for the stove top replacement. I will attach the picture of the stove in question. Madera residential is charging me $460 for normal wear and tear. There were no damages to the stove. I lived there for a year, of course I am going to cook. Now I am being charge $460 for normal coking wear and tear. I initially agreed to pay the $460 because I didnt want to deal with all the stress of taking this to court but after some research, and consulting with some people,Ive realized that Madera is trying to take advantage of the situation. They had also charged me $100 for carpet shampoo cleaning. There were zero stains or marks on the carpets, normal wear and tear of stepping on the carpet for one year. They decided to take that off, after speaking with the property manager. I made several attempts to speak with ************************* , who supervises the properties for Madera in *******.I sent her voice mails to get all of this rectified but she never responded to any of my attempts to reach her.

  Business response

  03/18/2024

  Good afternoon,

  
  The resident, ************ and I (*******, the Community Manager) have been in communication regarding her move out charges since 3/13/2024. I sent her the move out pictures as well as additional pictures of before and after the cleaning of the stove top. Ms. ****** was scheduled to stop by the office on 3/14/2024 at 10:00am so that we could physically walk the unit, but did not show. Later on 3/14/2024, after mutually agreeing on a payment arrangement; I sent Ms. ****** an updated final account statement as well as the agreement via email confirming our verbal conversation. I answered every question that Ms. ****** asked.

  
  Ms. ****** is still able to access her resident portal and responded stating that we had not discussed the bad debt write off. After consulting with someone, Ms. ****** grew upset thinking that we had sent her account to collections. I explained that not all management companies operate the same. The reason for listing bad debt write off is how our accounting department clear balances owed, so that they will not reflect on our current delinquency. In return, we can make a payment arrangement with the resident in hopes of recouping what is owed. Ms. ****** said that she was unable to pay within the 30-day timeframe, therefore we agreed to extend her payment arrangement. We agreed on $150 per month, starting 4/14, which she would complete by 06/2024.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was the guest of a leaseholder at one of Madera Residential's properties called *****************************. As I left his apartment and walked down the hallway I was chased down by a neighbor's unleashed dog and bitten. The neighbor has a habit of leaving items like carts, debris from trash, and shoes strewn in the hallway outside their door, also a habit of leaving their door open while they engage in very loud conversations. The neighbors negligence led to their dog chasing me down and biting me. When I reported this to the property manager she turned her nose up at me presumably because I am transgendered. During the conversation she looked at me with ***** disgust and spoke to me as if I was her inferior. There was no remorse for the pain I was in, no empathy that I was attacked. I was met with hostility and instead of an apology she began immediately looking for loopholes to skirt responsibility. Even implying that she would evict my friend for not "escorting me out of the building" because it's "in his contract". She repeatedly talked over me, refused to give me the neighbors information so I could obtain the animal's vaccination records which resulted in me having to get a series of very painful rabies shots. Before I was even treated she was demanding my personal medical records which is a clear breach of HIPAA law. She went on to threaten the friend I was visiting that she could evict him which would destroy his perfect credit, and bar me from visiting because I used profanity while I was being attacked by an unaccompanied animal that escaped as per the account of the negligent neighbor who's dog I was attacked by. She did not remand or penalize that neighbor. We are now filing suit seeking punitive and compensatory damages. The manager refused to give me corporate information to serve legal documents to the company. She was on an ego-maniacal power-trip that I can assure anyone reading... SHE WILL REGRET. I am seeking an apology and damages.

  Business response

  12/14/2023

  To Whom It May ************************ No. ******** has been fully and finally resolved by a private agreement which imposes on all parties a duty of confidentiality and non-disclosure, as well as a duty to remove of all previously-posted disparaging remarks. We expect *********** will be withdrawing her complaint within the next 1-2 business days. For clarity, will you please provide the date of her original complaint?

  Sincerely,

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

  SBN: 24116698

  Attorney for Respondent

  Customer response

  12/14/2023

  I have reviewed the business response and accept this resolution. This complaint was filed before our agreement.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/24/20023, we experienced our ac unit exploding at the apartment at around 12:35 am in the morning. This explosion led to a spark with flames coming out of the air filter area and the apartment flooding with fumes. This explosion potentially can cause damage and luckily no one was hurt. This was at their **************************** property. We have been without ac since last night and do not feel safe staying any longer at this property. We are requesting to get out of our lease with all fees waived due to this negligent installation and property management. This has not been the first time negligent management occurred as the property management had also failed to clear the pavements and walkways within the complex after the ****** winter storm of 2023. This left most residents having to walk on a skating rink with many people falling. They have no care for their residents here and I am appalled at their attitude and actions to resolve issues. I am requesting to leave without any fees and no rent payment for the remainder of the lease as a resolution to these issues.

  Business response

  09/26/2023

  Hello,

  During Maintenance inspection and repair of the a/c they discovered a capacitor had worn out which would have been the "pop" sound you heard. Maintenance did not find any burn marks, fraying, smoke damage, or evidence of an explosion or fire. I am happy to report the a/c is functioning properly. 
  We regret that you do not wish to continue to stay in the apartment and have provided the options available to satisfy your needs while staying within the parameters of the contract. Please give us a call if you have any questions or concerns.

  Customer response

  09/26/2023

  I am rejecting this response because: it does not address the issue of why the malfunction occurred or how it had caused an explosion. They did not consult an electrician on the matter. It is our understanding  that for a capacitor to blow out to such a degree, the electrical conditions may have exceeded the ratings for that capacitor. The area it was in was flammable and it caused a spark with a fume that smelled like the device was still burning. We would like a third party electrician to examine this and provide professional information to us. I am still feeling like this answer is unsatisfactory as they do not address the safety component of this. 

  Business response

  09/27/2023

  We didn't see a need for an electrician as our team is HV** Certified and we were able to identify the capacitor had malfunctioned, which caused the audible noise heard. Once that was replaced, the ** was working properly. We found no evidence of smoke damage or anything burnt. At this point, there was no need to call out any other vendor for further investigation as our maintenance team was able to address the source of the problem and repair it. 

  Customer response

  09/27/2023

  I am rejecting this response because:   This has been due to an electrical issue and an HVAC certification does not provide enough expertise to understand this issue. We are not comfortable residing somewhere where this occurred and need an electrician to verify safe wiring and installation of this unit. The fact that the capacitor malfunctioned to such an extent to cause an explosive sound, sparks with embers, and burning fumes needs more investigation. We do not feel we have an answer for why the capacitor failed and want a written report of why it failed and a safety verification of the new installation. 

*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. ↩