Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a resident of The parkland of *********** also know as peak living. This company needs to be really investigated. They charged us tenants all this money and theres always something to be fixed. They have a terrible ***** problem that their pest control cant fix. I told them my refrigerator had an infestation of roaches living in the back of it and i was told it wont be replaced and maybe its how i keep the apartment. It took them months to replace a dishwasher, microwave, and a ceiling fan that was hanging on to dear life an i have small children the list goes on. I was without hot-water for 3 days after the so call fixed it. They say these are luxury apartment they are so far from that. My rent somehow is almost $1650 a month when it supposed to be like 1500. They need to be shut down tenant complaints and concerns go unanswered

  

  Business response

  01/15/2025

  Thank you for contacting us about your concerns at ******** at ************
  
  After review, we note that pest control was at your apartment yesterday with a specific focus on your kitchen and refrigerator.
  
  We would be happy to add your apartment to the weekly list of concerns to ensure we take care of the issue urgently. The technician has reported there were no housekeeping concerns, and they only saw one live *****. We understand they may be inside the fridge and not easy to see during one inspection and would like to ask if you can provide additional photos when you see them.
  
  We would also like to schedule an inspection with the Community Manager to inspect the fridge for any other concerns before we determine if a replacement is necessary.
  
  Records show that only one work order was placed for the fridge on 1.26.24. As a reminder, you can place work orders online and we ask that you place them for all concerns as a record for you and us. This helps determine the need for the replacement. Our records also show several work orders for the ceiling fan issues that were cleared up by replacements in a reasonable time frame.
  
  1.22.24 ceiling fan loose work order placed repaired on 1.24.24
  6.14.24- work order for loose ceiling in bedroom placed ceiling fan replaced on 6.19.24
  9.23.24- work order for loud ceiling fan 10.8.24 replaced new ceiling fan (was on order)
  
  Regarding your rent amount, the rent for your apartment is $1464. The remaining balance is for utilities (varies based on usage), and flat fees for the following: pest control $8.00, packages $8.00,valet trash $28.00, and the Common Area Charge $20.00.
  
  Please let the Parkland at *********** team know when a good time would be to have someone inspect your refrigerator.
  
  Thank you.
  

  Customer response

  01/15/2025

   
  Complaint: 22812170
  
  I am rejecting this response because: this doesnt even show half of the complaints file i.e hot water issues, dishwasher, microwave, daughter room windows latches dont work and I live upstairs. The response was just as dismissive as when ****** , ***** whatever his name is your manager in the office got up in my face yesterday. You guys have no concern or compassion, because when I asked him to come look at the complaint he refused. So I'm rejecting your response or the lies. 

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent from the Glens at Millers Lane in Henrico County. I’ve been having an issue with my refrigerator since late July. Put in several work orders and no one came out until November 17 2024 to look at the issue. The issue was not fixed and I put in another work order and no one came back out. I had to call the housing inspector to get them involved. On December 31 they sat a used refrigerator outside my door for about 7 hours. When moved inside by my neighbor I noticed roaches crawling out. They continue to crawl out and no one at the office nor maintenance emergency will return my calls in reference to this issue. Today is the 6 of January and still no reply to my calls and messages. The owner of the apartments are Peak living out of Utah . I have health issues and I’ll 60 years old. There are also dead roaches in the back vent area and roach droppings on the paperwork on the back.

  

  Business response

  01/06/2025

  The Peak Cares Department attempted to respond to your call to the corporate office today 1/6/2025. However, they wer unable to leave a message or get an answer. Please be advised the local office of Glenns at Millers Lane has ordered a new refrigerator and it will be installed upon arrival. Please note that it can take up to 4 days to arrive. Thank you.

  Customer response

  01/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  This is regarding complaint case number *********.  No one from Peak Living attempted to call my phones today.  Please called the rental office since January 2 and I called corporate as well about 5 times and left a voicemail on Saturday.  The rental office I left several messages Saturday when they were open and nobody called me back.  January 6 I called all day and no answer or call back.  I even called the maintenance emergency number and no call back.  They haven’t spoken to me about a new refrigerator at all.  The housing inspector will probably be calling them as well because he’s involved.  Thank you.  I also when taking my items out the refrigerator to remove it out of my apartment cause roaches continued to crawl from underneath saw a small one in the refrigerator so I had to throw my food away. 

  
  

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

  
  Sincerely,
  
  ******** ****

  

  Business response

  01/07/2025

  The Peak Cares Team contacted you at  the number provided in your voicemail (###-###-####). This was on 1/6/2025 at 7:33 MST. The line just rang until it disonnecyted. No answer of voicemail was available. Again, the fridge has been ordered and will be installed upon receipt. Thank you.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HAVE BEEN A TENANT RESIDING WITH ONE OF PEAK LIVING'S APARTMENT BUILDINGS IN **************, **. THE APARTMENT COMPLEX IS CALLED *******************. THIS PLACE HAS BEEN AGAINST TENANTS WITH MENTAL HEALTH ISSUES SINCE THE DAY I MOVED IN. I HAVE DEALT WITH C*** ROACHES IN THE ***** UNIT, DISRESPECT AND NASTY COMMENTS FROM STAFF. MAINTENANCE THREATEND ME AND MY KIDS AND WENT INTO MY UNIT AND STOLE ITEMS. I HAVE HAD TO MAKE POLICE REPORTS AGAINST STAFF AND TENANTS. THERE IS ZERO CUSTOMER SERVICE SKILLS WITHIN THE STAFF AND EMPLOYEES.

  

  Business response

  11/27/2024

  Good morning,

  We appreciate you contacting us about your concerns at ********. Please provide your police reports to our ********************* at ********************************** so that they can provide them to the appropriate person(s) to be addressed.

  Thank you.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like if someone from peak living could contact me. I have been living at the *********************** in *********** for 3 years. Everything was going great until they switched new management which I do not like. They are rude and do not return calls. I have gotten a 3 day notice on my door almost every other week this entire month. And am following the rules and havent broke any of them. But they keep giving me notices without calling to talk to me about anything first. One of the issues they are fully aware of. So could someone from peak living (upper management) plz contact me?

  

  Business response

  11/13/2024

  Thank you for reaching out regarding your concerns at The ****** Community. 

  We understand that The Regional Manager is currently working with you to get these issues resolved. Please work with them directly for any updates and questions regarding these concerns. 

  Thank you for the opportunity to review and respond. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at the orleans at walnut grove which is managed by peak living. There was an HVAC leak above my apartment which the maintenance team was aware of and did nothing to notify me or inspect. I returned home from a one week trip to a soaking wet carpet and water stains across my ceiling. Upon further inspection, there was mold on multiple walls and under the carpet. I am currently unable to occupy my home due to this and the apartment manager Priscilla has been ignoring my calls and emails and refusing to speak to me. I asked for documentation on the mold inspectors visit and that was not provided. I've asked when I can reoccupy my home and they will not tell me despite forcing me to pay for it. I asked for a concession or reimbursement considering I am out of my home due to maintenance negligence. They are now ignoring and refusing to take my calls or provide any information. I also called Peak cares and left a voicemail and never received any contact back.

  

  Business response

  10/04/2024

  Thank you for contacting Peak Living with your concern regarding the work being conducted in your apartment home at The Orleans at Walnut Grove.
  

  As your original request was for compensation due to the work not allowing you to reside in your apartment home, we asked the Regional Manager to contact you as Peak Cares is unable to approve compensation. We understand that the Regional Manager has agreed to waive October 2024’s rent for you as compensation for the inconvenience the work in your apartment home is causing.
  

  We do sincerely apologize that you felt you were ignored by Peak Cares as that certainly was not our intention, we simply wished for the appropriate party to communicate with you directly in an attempt to help speed the process along for you.
  

  Once the work has been completed, an air quality test will be performed and the results of that test will then be made available to you.

  For updates on the repairs, please stay connected with your local onsite team.

  Thank you.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being asked to move because I was on section 8 housing program and I’m going to lose my voucher due to Peak Living Pebblecreek Apartments in Southfield Michigan. I had to report some things to the section 8 housing program. I have been living in my unit with Moore from about the last eight months. There was black mold in the cabinet between the stove and the refrigerator black mold under the cabinet in the kitchen sink black mold in my primary bathroom on the floor. There was a water heated that has burst in my unit three times causing black mold under the carpet burn my foot I was there some smoke detectors that continually tweaking all day long and they were all told to be done before section 8 comes out to view the apartment. Will Arletta fair came over about two weeks ago which is New management and she started yelling and screaming at me so my aunt felt like she was threatening me so my aunt called the police, my letter and Stephanie pipe PIPKIN and my letter fair said that I could no longer stay here because the police was calling and they felt threatened. I was the one I am the victim. I was the one being threatened I have several witnesses that will contest to this. I said nothing wrong to her , all I’ve asked was to stay on as a tenant now they have caused me financial hardship. I cannot afford to move. They’re going to put my property on the ground. Whitney threaten me Whitney their new management. They threaten me because she told me when Maintenance comes in to do the work I need to get on the phone immediately you need to get on that phone and call them so we can get our money so I call section 8 and ask them is that how the program works and they told me no , so at this time, I am a senior with lots of health issues being forced out of my home because they don’t want to lease me anymore because section 8 told them that they were not going to pay for the unit not only that they causing me hardship financially they have caused

  

  Business response

  09/23/2024

  Good Afternoon,

  We have attached for your review our response to your complaint. We willl also email the letter directly to you.Thank you.

   

  Customer response

  09/23/2024

   
  Complaint: 22273738
  
  I am rejecting this response because:
  The reason I am rejecting this is I have a letter from Stephanie PIPKIN stating that she was unaware that all the paperwork was done in my unit that needed to be done. I never told them they can’t come in here. I did tell them that they are supposed to give me 24 to 48 hours notice and section 8 even said that Cma said that they cannot just enter into your home without 24 to 48 hours. All the work was not done. I have a letter or email from Stephanie. I don’t know why they’re doing this to me but it’s completely retaliation, I have my aunt Sherry Scott who hurt her say that she was upset with me because every time she comes in this unit there’s a problem I never threatened Marletta but of course they’re going to take her side so I guess we’ll have to battle it out in court because I never threatened she threatened me and the black is still here. Stephanie admitted herself that she thought the work was done and she emailed it to me now why they’re being so hateful towards me. I don’t understand. 
  Sincerely,
  
  Kimberlee Scott

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They won’t refund me my money, I tried to get an apartment at this community and was denied without an explanation and had not had issues with other rental properties. I need my money back.

  

  Business response

  06/03/2024

  Good afternoon,

  Thank you for reaching out to us with your concern regarding your administration fee after a denial from Villa de San Felipe.

  Attached is a copy of the denial letter with details on how to obtain additional information. Please be aware that different companies may have different requirements for an approved or denied applicant.

  Refunds are processed within 30 days of the denial and are sent out via check. Please ensure that the onsite team has your current address so that the check can be delivered to you timely.

  Thank you for the opportunity to review and respond to your concern.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Office asked me to remove duct tape from windows that had been there for a year Gave me one day to complete because they were having a corporate next day Informed them next day I would get chemical to remove adhesiveThey said they can no longer wait.They lost the spare key to my home and I was reluctant to give another as I wanted my locks changed for safety concerns as I am a single mom of 3 kidsThey told me in a voicemail that they are going to my home to break my ******** minutes later I have footage of them breaking into my apartment.never received a notice to enter my premises. When I brought this to the RegionalVP *********, after my messages to the seniorregional manager ************* had gone unresponsive, she told me that they dont have to actually put the notices on my door they just have to put in my file that they gave me one. I have no footage on my ring doorbell that they ever came to bring me a notice to enterAfter I filed my complaint I received a fee of $150 for empty Amazon box that fell out of trash compactor onto the ground due to the compactor being overfilled.I complained about that fee, they did removed but never informed me.In November, I put in a work order to get my mailbox lock fixed, which they did, and provided me a new key. On Jan 22nd I received another fee of $25 for a mailbox key. I stated I am requesting a copy of my work order about the mailbox because ************************* (property manager who I complained on) is stating I needed a new key which is incorrect as I still have the new key. She stated she wont give me a copy of work order as it is not correct. I also filed a request with **** to fix it where they directed me to Peak Living. I am now locked out of my portal which has all of my documents in it and when I asked why that is they stated they are filing an eviction notice for me. I never received a letter stating I was being evicted. I wanted to pay rent after they removed the fees of retaliation and now I am unable to do so.

  

  Business response

  02/05/2024

  The Community Manager has been in communication with you since August 2023, to remove the duct tape off of your window and to bring your apartment key into the office due to your changing the locks. You stated on many occasions that you would be in to drop off the key so we could make a copy of the key. You were upset that the staff could not go into your unit to complete work orders. The Community Manager informed you that we needed your key for us to get into your unit. It was also advised that changing your locks without notice was a violation of your lease. Due to the violation, the staff had to replace your lock and provide you with a new key. The staff also then proceeded to remove the duct tape off the windows and fulfill your service request. 
  
  You failed to pay your January **** rental fees and were then processed for an eviction. Due to our annual sprinkler inspection in January ****, we found your home had been cleared out with only a few items left in your unit. It was also reported to our offices that you were seen packing your items into a U-Hal ***** and that you have not been back since. Due to non-payment, the account then accumulated late fees. The required written notice to vacate (60 days) or forwarding address was not provided.
  
  The trash was a repeated issue with your household. The first incident was when your son put the trash onto the golf cart, which was a verbal warning. In the second incident, you left trash out in the breezeway overnight. In the third incident, you dumped your trash in an unauthorized area by the parking area next to the bulky and compactor area. You then reached out to Peak Cares and the Regional Manager agreed to waive both fees.  
  
  You then also requested your portal information, and the Community Manager provided your ledger in an email. Regarding the mailbox - the Service Manager was the one that assisted you with this issue. To our findings, you did not have your key, which then prompted the technician to replace the lock to the mailbox. You were then informed of the fee and agreed to pay. 
  

  Customer response

  02/05/2024

   
  Complaint: 21233995
  
  I am rejecting this response because:
  This is incorrect information. I have caught the community manager in many lies as shes trying to cover her own mistakes. She is now lying on me to justify what she did. She is refusing to give me my documents because she states that the work order that was completed was incorrect from November about my mailbox which is why she then charged me for it 2 months later after I filed a complaint against her. She uses her title against people whom she assumes have no power. I didnt pay my fees because she was retaliating against me and added unnecessary charges which I asked to be removed and nobody informed me that they were taking action even after the numerous calls and emails that I sent to follow up so I would be able to. They waited to respond back to me until they were legally allowed to put an eviction on me. As a single mother of 3 kids living in low income housing its shame on her to charge me the excessive amount of fees she did because I complained about her violating my rights. I have the work order that I placed that asked my locks to be changed. I have proof of everything and if you provide an email Ill send the file with 56 items in it. They never put notices on my door and you could ask my neighbor because she was getting my notices. They purposely did this so they could say I was unresponsive. This is the true example of a big company using the power in a deceitful way. Even if nothing comes of this I have my faith and I know karma never misses. She knows what shes doing is absolutely wrong. What goes around comes around. You dont do evil to someones life who is barely struggling to stay above the surface causing them to be concerned of a maintenance worker coming into their home and murdering them and their children because one of the maintenance men lost my key I never complained of them not doing work orders except when they were given a key prior and I asked for pest control for 2 weeks straight and nobody came. Then she came up with the story that they didnt have a key. These apartments are infested with cockroaches, after I signed my lease I found dozens in my apartment I had to bomb it before I could even move in. Due to the entire building being infested it wasnt long before they came back. Peak Living didnt know Concord sold them a cockroach infested motel. She told me one day before her corporate walk that I needed to remove duct tape off of my window. Failed to leave me a notice of entry but made sure she placed one on my account to cover her own ****, which tells me she was maliciously acting against me from the start. This is a violation of my legal rights. I had a 20 minute heads up in a voicemail they were going to break my lock to enter my home. I didnt receive notice and lets say I was in the shower and I didnt receive the voicemail in time and someone is breaking into my home. As a single woman and mother of 3 children I have my own registered weapon and I would have protected myself and my children and we would be having a completely different conversation. So, not only is she acting in her own selfish way to cover up her malicious intent against me for holding her accountable she is also irresponsibly putting her maintenance mens lives at risk. I have all of the evidence and all of the footage. There is no footage from them placing a notice of entry on my door whatsoever. I have the voicemail where she was already setting herself up to get away with this because she has a manager title and her ** is backing her up using her title in a malicious way as well. I reached out for help and I got retaliated against in a very evil way. Knowing that we live in low income housing she did everything in her power to push me out. As far as the mailbox key I still have it in my possession. If I lost my key and needed it to be replaced why would I submit a claim to **** to get my mailbox lock fixed? & why when Im requesting a copy of my work order that states my lock is broken I need it fixed Im being told that I lied on my work order and shes denying me a copy of that? Why would you hand me a new key to the new lock in the office and not inform me of a $25 fee then in November? Why would you place the $25 fee on my account on Jan 22nd after your regional manager told you not to retaliate against me by charging me $150 for an empty Amazon box that fell out of the overfilled dumpster? You just needed to get that satisfaction of charging me with something right? Made you feel good? & to not inform me of filing an eviction on me, locking me out of my portal so I couldnt even make a payment once the fees you unnecessarily charged me were rectified, and also not communicating with me that those fees were rectified so I could pay my dues. My locks were requested to be changed prior to her even working here. The turnover in this company is laughable. Not one of the residents knows who the manager is each month because it changes so frequently. As a manager myself, I would never speak to a customer the way she spoke to me or the way the ** spoke to me. This company will go under very quickly if this is how they treat their customers. So go ahead, put the eviction notice on me that I only ever received an email response to my question of why I cant get into my portal stating, youre locked out of your portal because we are placing you under eviction. Although *** never received a notice either. But yes, go ahead and continue to lie on someone. Ill work out to get the eviction paid and off of me but God sees & knows all. You think youre safe because your big bad company is backing you, you continuously ignore my requests for a copy of my legal documents, and Ive been continuously subjected to speaking with the same person that *** filed my complaint against. As a company, I would never make a customer work something out with someone whom theyve complained against. Horrible customer service, horrible treatment against the under privileged, horrible communication, I wouldnt even recommend my worst enemy to live under this management company. I tried to resolve this issue so many times. I have consulted with an attorney and I do have a case with the evidence that I have. I didnt want to take it there I wanted to work this out amicably. I had only Feb left on my lease in a unit that Ive been in for 6 years. It is a very evil thing for you to do for your own selfish reasons to protect your own job after you wronged someone. Zero accountability and you should truly be ashamed of yourself. You can lie all you want but you and I both know what really happened and again, so does God. Karma dont miss remember that. I am washing my hands with this do as you wish. I truly will pray for you to cleanse your evil selfish heart. Take care.

  Sincerely,
  
  *********************************

  

  Business response

  02/07/2024

  You are welcome to have your attorney send their letter of representation to the *************** office to be provided to our local attorney for response. Thank you.

   

   

  Customer response

  02/07/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Making us get rid of our propane grills. I have had grills now for 15 years I pay insurance to have. Now all of a sudden they say we have to get rid of them.

  

  Business response

  01/30/2024

  Thank you for reaching out with your concern regarding the policy change at ************. We sincerely apologize for any inconvenience this may cause, unfortunately this is a property-wide policy change, and applies to all residents. We will be sending out notices to residents shortly with information regarding the change. We invite you to reach out to the local site management team with any questions or concerns regarding this change. The local management office is open Monday - Friday from 8:30am - 5:30pm and Saturdays from 10am - 4pm. You can also call them at ************.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is taking place at The ******************* I live in unit ****. My problem started November 16th of last year with my bath tub spigot starting to leak. I put in a maintenance request same day as it started the leak. Maintenance came out and replaced the cartridge inside the spigot. A couple of uses of the shower later it started leaking again. I promptly put in another ticket on November 30th, maintenance came out again to put another replacement cartridge. A few more uses it breaks again. Maintenance calls someone to investigate what might be going on. Every since the last fix on November 30th my water has been leaking slowly causing the water bill to be higher, same with the electric bill. ******* at the office is doing all she can but says "Corporate has to approve the repair" which apparently is about $2,000. All I want is my bathtub repaired as the mold growth is more and more and is becoming a health hazard day by day please I plead of you please fix my shower.

  

  Business response

  01/25/2024

  The staff at *********** has now scheduled the replacement of the shower plumbing to address the concern with the vendor. You have been advised by the local staff and are in agreeance with the plan as of 1/24/2024. Thank you.

  Customer response

  01/26/2024

   
  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. I just wish it didn't get to this point were I needed to lodge a complaint on the BBB to get things moving. However glad to report that my shower has been fixed. Thank you.
  
  Sincerely,
  
  *********************************

*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. ↩