Complaints

• Initial Complaint

  04/12/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Cancel my lease and take it off my record. I have not been able to move in and I signed the lease on 3/31

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved to this apartment complex on Sept 2021 and everything was great, office personnel were friendly and very attentive, it was when they changed management and personnel that everything went down hill. For the whole month of July Ive been calling the office and gone to the office personally to complain about the ** not working especially on these triple digits degree type of weather and nothing gets resolved. Idk if the maintenance workers are certified to do these type of work but they dont really do anything to fix the problem they just come and check inside the apartment to see what they can do and get it to work again, they go outside and put free on like 2-3x when an ac doesnt need that much free on in a short period of time. Until this day ** still having trouble with my ** not working, they have a maintenance emergency inbox as to when you call the apartment complex and even at that they dont attend to the emergency calls until its time for them to come back to work, can you imagine how many other tenants ** isnt working and they have children. Im having to report this issue 2-3x a week. Even at that their office hours temporarily changed to 9am-3pm and theres hardly anyone there at the office, theyre either out sick or they leave before 3pm. This is ridiculous for an apartment complex Ive even asked for a number on the main owners of the property and the lady manager of the office gave me an email cause she said they dont have a number and Ive emailed them on Monday and still no response, not sure if I was given the right email address or not. My light bill come out to almost $300 and for what my ** hasnt been working. I hope this matter gets resolved quick just like they want theyre rent paid on the due date cause if not you get a fee added on really quick too for not paying your rent on time! Thank you for your time and patience on this complaint.

  Business response

  08/04/2022

  Under the name provided the unit has not placed a work order for the ac. Last work order in system is from February 1st. Resident are to place work orders through the online portal. Since July the office has been short staffed from 3 people to 1. Once the written work order is placed in the system the issue will be addressed. In compliance with section 26 of lease. 

  Customer response

  08/15/2022

  Complaint: 17610634
  
  I am rejecting this response because: Ive been here at these apartment complex for a year and I would always go in person or call it in if anything was wrong. What ***** fails to mention is that Ive been going to the office every single time to report the problem and no one was hardly there at the office or they would leave early or no one would go to work, no one would ever answer the phone at the office and they do have a maintenance emergency mailbox when you call the apartment office and they would never respond to those calls so what makes you think that they would respond to a work order online. 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2021 we submitted a work order for our dishwasher to be fixed. According to the picture provided it has been completed but it hasnt been completed. Same with the soap dish on our shower wall. In May 2022, I reached out to the leasing office to get information on the renewal of my lease and they told me I had to wait until the following month to receive the information about renewal. Here comes June 2022 and we never received the renewal information. I called everyday the last week of June. I left voicemails and received no response. July 2nd 2022 I went to the office at 4pm to get a filter for my AC and have my apartment put on the list for pest control and the office was closed. I called everyday after that and no answer. I left voicemails again and no response. Then a notice was posted on the office door that the new office hours were Monday through Friday 9am to 3pm and closed Saturday and Sunday. During these times the office door remains locked and the phone never gets answered. I left work early and went to the office today July 19th at 2:22pm and the office was closed! It is super unprofessional the way things are being handled or should I say not being handled.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived in the apartment complex since May 2021. They charge a monthly trash service of $25 a month for a third party company to come pick up trash. The trash company is only supposed to come Sunday-Thursday after 8p. I make sure to have my trash outside by 7p and it never gets picked up. I end up having to take the trash to the dumpster myself because animals dig into over night and also defecate and urinate on it. I asked the office for reimbursement of the fees but they refuse to even talk about it saying that I need to call the third party. I do not pay the $25 a month to the third party, I pay it to the leasing office. I still followed their direction in calling the third party and making a complaint about not receiving services, but they informed me that they do not have access to my account and that under the contract the leasing office has to reimburse me. I have also reached out to corporate offices to no avail. They do not return the multiple voicemails i left them and do not respond to emails. If the office will reimburse me for fees paid and stops charging for a service that I do not receive, my complaint will be settled.

  Business response

  03/11/2022

  Resident is not following ************ trash policy of service. Trash must be placed in trash bins proved. This will help detour strays from going through trash. I have attached the most recent trash violation for this tenant.

  Thank you,
  

   

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

  Property Manager

  Villa Espada Apartments

  12910 **************.

  ***********, ** 78221

  (p)************

  Customer response

  03/11/2022

  Complaint: 16822608
  
  I am rejecting this response because:1 time trash was not in bin. This does not correct the fact that service was not being provided for months. Also I dont see how not having trash outside means anything. I feel like the business is trying to sweep this under the rug and doesnt care. I have brought this up with management before and they have done nothing. When my trash was not in the bin it was after my complaint was made. I have no violations prior to complaint. I would still like a refund for services not provided that are supposed to be under contract.  
  
  Regards,
  
  *********************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is *************************** and I am a resident at the villa espada apartments located at ********************************************************************* #****. I have been requesting maintenance on my ac since December the 6th. The maintenance has been here on a few occasions but my apartment is 79 degrees at 1am. Today was my day off and I decided to spend my day at work (salaried so I made no profit) to keep myself cool. I have notified the office that I have sleeping disorders that make it very difficult for me to sleep. I work 60 to 70 hours a week managing a fast paced restaurant that requires I stay on my feet all day. I am a very patient guy as proven with this experience but I need help. The lady in the front desk seems to be under trained or uninformed on how to get things like this taken care off. I am begging for some sort of resolution please do something.

  Business response

  02/22/2022

  Villa Espada is complaining with TAA lease agreement paragraph **** and  HVAC codes for proper unit installation. The required outdoor temperature for freon in the condensing unit is over 60 degrees. Temperatures in over the past months have been under the required temp for installment. The unit also provided heat for the cold days. Unit was scheduled for installation 2.21.22 due to temperature proper range. In the middle of preparation a required chemical tank did not have the required charge for the installment. New tank arrived the next day 2.22.22 for completion of installation.  Work orders show as cancelled due to the order being an duplicate open request. 

*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. ↩