Complaints

• Initial Complaint

  08/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After moving out of the unit at Charleston Club apartments in Sanford on July 31, my son received notification of a substantial amount of money due. His father, my ex husband past away May 14th. The move out letter was received from apparently the property manager on 8/14, but the property managers name. Candace is not on this letter. I’m not sure who sent this letter however, please note the following: There are charges for apparently biohazard & waste. The letter stated these totals over $4000 with the accusation there was feces on the wall. I have attached a picture of this which by no means is feces the apartment never smelled like feces only by mold for his extended period of time when I look back on videos and realize this was taken on April 29 and Johny died on May 14. I feel this may have played a part in speeding up the process to his final day with the amount of mold & extensive period of time this was not handled. As you can hear in the video he could not breath. My son had to go into the office 3 times. I realize ****** did smoke in the apartment. And yes, we are willing to be responsible for any of the charges. However, both of these charges were pending due to biohazard treatment due to feces. We ask for a breakdown of the fees, and they did not share this however, nothing. Again, you will see from this picture. This is not feces on the wall. We moved a lot of furniture out of here he was in the apartment for six years there was soda spilled on the walls in the floors at times as he try to maneuver getting around. After six years, I know that things are replaced. Tubs are resurfaced. That stated a pet seal with no pet. We realize the smoke smell was unfortunate and we are willing to do what is right but this total amount for something that is completing insulting & assumed of feces on the wall is not right especially now realizing that mold probably took him out 2 weeks later. I do have the video that says he can’t breathe if need be.

  

  Business response

  08/22/2023

  Tell us why here.The residents move into the home prior to transitioning to Peak Living.  Photos will be sent in a second email to Mr. ****** from ************************* due to the size of the file
  
  Carpet replacement - due to all the stains. Damages. The carpet is not repairable due to the neglect of the flooring - photos are attached.
  Carpet Cleaning - Due to the resident passing away in the unit
  Damages - Burn marks, chemical burns
  Painting -Due to the resident smoking in the unit, the interior walls are yellow. All walls, appliances, flooring, doors, smoke detectors, cabinets, ceiling fans, etc. have discoloration due to the smoking - photos are attached.
   Pets - resident is stating there were no pets, but we found dog hairs in the shower, floors and wall in the bedroom - photos attached (main bathroom). 
   Resurfacing both bathrooms - please see attached photos.
   Biohazard -On some of the walls there were human feces smeared. 
  A/C Unit: Will need to have duct cleaning. Coils will need cleaned and vents replaced due to smoking in thr unit for 6 years
   Mold -Even though the resident stated they have been here for 6 years, this unit was neglected. Per the lease agreement housekeeping must be up to par. The work orders that the resident stated are not in our system and we have no information regarding what they are stating due to it being with the prior company. The resident has not readdressed these issues with yje Charleston Club offices or with Peak Living. 
  
  This unit was left in unlivable conditions, and this will take more turnover time due to the conditions that the unit was left in. - photos are attached.  Thank you. ..

  Customer response

  08/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:First and foremost, there was no pet in this unit. Everyone has hair and there is no pet hair in this unit. It should be tested if that’s the situation my dad wanted a pet very much but he couldn’t take care of one. He was busy taking care of his dying self.
  

  Second of all, there was no feces in this unit. These are blatant lies, although the smoking in the apartment occurred this apartment was delivered as an aged unit with all old appliances.

  Apparently the biohazard fee was all because of feces. I can confirm 150%. There was no feces in this apartment.  These fees were randomly thrown together  and after six years carpet is not gonna be in the greatest shape. Ran it. ****** did spill some soda throughout the unit, but I assure you that he never put feces anywhere near above or beyond in this unit.

  it is not our fault that there was a takeover and no records were obtained. Apparently, the lady in the office said that they were people that didn’t even have applications, Social Security numbers, of course why would you have passed history of work orders and because of that neglect on the office you’re throwing it at a past resident whose father just died.  Just like they neglected the mold in the apartment for over a month because they couldn’t gain access to the unit above.  
  

  And resurfacing tubs please these tubs were destroyed when we moved in. These items would be handled upon making this unit ready again after 6 years it’s ludicrous that they can charge all these fees  

  These fees should be modified under the understanding there was no pet, and there was no feces and the carpet was six years old. The appliances were probably 15 years old.  Because of a take over and Peak Living, not having precise documentation should not fall on the resident that moved out.  They don't even break down exactly what these fees are  

  These are assumed accusations because as they mentioned they have no prior history because of the take over  so truly they have no idea of the last 6 years of unanswered work orders or knowledge  

  Sincerely,
  

  
  ***** *****

  

  Business response

  09/01/2023

  Mr. *****

  Unfortunately, your father passed away in teh unit. Bio-Hazard had to come out and clean. The charges as listed will remain and will not be removed. We are sorry to hear of your loss, however, as your name was listed on the lease as a leaseholder you are equally liable for all fees owed. You are welcome to contact the collection agency to make payment arrangements drectly with them once you have been able to find employment. Thank you for the opportunity to again respond.

  A

   

  Customer response

  09/03/2023

  
  Complaint: ********
  
  I am rejecting this response because Bio Hazard is only necessary if bodily fluid was present and there was no blood or feces as stated. My father died in the kitchen. In addition, you stated there was a pet. These are lies. The only thing wrong was the smoke in the unit with yellow walls. These fees are outlandish and overly exaggerated.  No mention on the video with black mold growing on the walls huh? It was ok that neglect was ok on your behalf? 
  

  Very sad that you didn't admit to the fact there was NO pet and how dare your accusation on feces on the wall. I assume this is how you collect fees with no proof. Unable to provide the actual breakdown I see.  I sent a certified letter with no response on the break down.  These fees are outlandish and not even understood.  I am sure you see these. Why are you not providing a break down and the receipts possibly?  Because they are no even honest and precise. 
  

  How do you expect someone to pay when you cut off access to the portal?.  Payment needs to be paid BEFORE it goes to the collection agency.  Are you also just ok with destroying my credit at 24 after my father died.

  Please open the portal so I can make payment.  

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

  

  Business response

  09/05/2023

  The portal is no longer available as your account has already been referred to the collection agency. Please contact the directly for payment and or arrangements. Thank you.

  Customer response

  09/06/2023

  
  Complaint: ********
  
  Of course it did.  What is the phone number?

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

  

  Business response

  09/06/2023

  The contact # is ###-###-####.

  Customer response

  09/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but will move forward and know that God is in control and will handle.

  I appreciate the attempt for resolution.
  

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

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My a/c went out Thursday, August 10th. I was given a small one room defective portable a/c stand up unit that did not have the proper attachment piece that attaches to my window. It was just taped onto the window. The taped melted and while I was at work the entire outside 100 degree weather was flowing into my apartment. The portable unit only gets down to 84 degrees. It does NOTHING to cool my bathroom, kitchen, living room, or dining room.The corporate office is not giving me any discounts or reimbursements for living in an apartment that I pay them for of over $1500 a month. The a/c vendor company finally came yesterday at 4:30 pm on Tuesday, August 15th to inspect my until, that was 6 days of no a/c to tell me and the apartment office that my entire unit inside and out needs to be replaced. The unit is over 22 years old. The inside piece closet is filled with dust and debris because the filter does not fit where it is supposed to therefore, the coils are filled with dust and clogged. This has been extremely bad for my health. I had to go home yesterday from a clogged nose and wasn't feeling well. Lost a day of wages at work due to this problem.The a/c vendor says they can't replace my a/c unit for a week. So now I am going to be with OUT a/c again for another week. I am not getting anywhere with the local office because they say it's up to the main corporate office.I am going to try to call the local office today to see if I can get another portable stand up unit that has the proper attachment that attaches to my window so that no outside air can come into my apartment.I am so upset and can't sleep and it' horrible how I have been expected to live under these conditions.Please help me.**************

  

  Business response

  08/17/2023

  Your air conditioning unit is scheduled for replacement. The absolute earliest they can install is 8/24/2023. The vendor will contact the local office should they receive any cancellations and come sooner. At this time, we will offer you a $200 concession on your account for the inconveniece. . However, we ask that you keep the portable unit on during the day while you are at work to keep the apartment cool. Thank you.

  Customer response

  08/17/2023

   
  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

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent an email to their corporate office appears to be ignored. I called and left a voice mail message which indicated calls would be returned in 24 hours. This has been ongoing for months intentionally, willfully and deliverately ignoring me. I would prefer at this point the subject matter to be between us confidentially. It is a "risk management" claim with no resolution especially no communication to resolve whatsoever in intentionally and deliberately and willfully ignoring resolving with me. Thus, I want them to resolve the subject matter with me. ASAP.

  

  Business response

  01/19/2023

  Hello, 

   

  Our team and the Regional Vice President have responded to **************** on 9/13/2022 regarding her application being denied due to her background and credit check. The Regional Manager has also had  verbal conversations with her. She did not meet our required criteria and felt that we should override the denial due to her having a housing voucher. That is not how the process works and was informed to her that we cannot continue with her application at this time. 

  We have responded to her email again today, 1/19/2023 informing her that her report came back denied due to poor payment history, no rental history and overall credit score. We cannot override due to having a housing voucher. She did not meet our required criteria and we are unable to move forward. We provided her with the phone number and website should she wish to put in a dispute with her credit report. 

   

  Thank you, 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to rent an apartment in Tucson and was currently living in Yuma, AZ when I was told of an apartment that was available and to just click on the application for that apartment and had sent them 300 dollars for their fees. Then my son in law told me that the apartment was on the 3rd floor I had specifically told the agent at the time that I was recovering from a broken left ankle and had my right arm in a cast and I am disabled they sent me a sent but I could not cash it as it was illegible due to them putting all three names on the check and the ran over each name . I took the check back and was told they would reissue the check Well I had to go to the hospital for my arm needed more surgery I realized that I had not received another check in October and was told that Peaks living had my money I have been trying since October to have them reimburse me to no avail They want a notoraized letter (something they made up because the letter had no place to put the notariztion information. I paid them with my debit card not my grandchildren I want my money It is very hard to get us all in the same notary place and the same time and costs money Please please help me Thank you

  

  Business response

  01/04/2023

  Hello, 

  Ms. ****** Canceled her application with Mission T***** on 8/9/2022. A refund for $150.00 was issued on 8/17/2022 with chk #****. The refund was issued in her name, and the 2 other applicants as we legally must provide the refund in all applicants names who are over 18 years of age. 

   

  Ms. ****** called our team on 10/24/2022 asking the check be issued in only her name. To legally do that, we must have a "Waiver of Rights" form completed and notorized by all applicants. We provided this form to Ms. ****** on 11/2/2022, 12/9/2022 and again today, 1/4/2023. She has not completed/returned it to us. 

   

  We emailed her this morning, 1/4/2023 and informed her we would be happy to re-issue, however the check would be in all 3 names as form has not been completed. We have completed our email responses for your review. 

   

  Thank you, 

  Customer response

  01/05/2023

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are writing to Peak Living and the ******************* of **************** in regard to receiving our security deposit. As of today, 09/21/2022 we have not received the deposit. We are owed $1,398.43 plus interest required by law.On May 05, 2021 as a collective ************************, **************************, ********************* and ************************ signed the Residential Lease Contract to lease ***************************************************************************************** located at the ********************* of ****************. The lease term started on May 17, 2021 and was set to end April 30, 2022. At the end of our intended move-out date we provided a 60 day notice, and the new move-out date was set for **** 31,2022.When the lease started, we paid you a total of $1,500.00 towards the Security Deposit.We moved out 06/31/2022 and the walk-through inspection was on the same date. The Leased Premises was inspected, the unit was returned in its original condition minus normal wear and tear. We received a Security deposit deduction itemization in the mail on 07/16/22 that stated the amount to be refunded was $1,398.43. You stated in an email that on 07/11/2022 you sent us the deposit and the check was issued on 07/28/2022.We received the first deposit in the mail on August 2, 2022, the check listed all four residents and the name *********************** was misspelled as ************. We requested a Waiver of Rights to Refund and it was signed and returned to **************** property management on 08/19/2022 so that the resident ************************ would be the only name that remains on the deposit; we were told the signed waiver was sent to the accounting team so a new check can be issued and mailed to us and that they will update us when they do so on that same day. We waited to receive the check and called the Peak Living office in **** on 09/02/2022 to get an update on its whereabouts, they stated they did not receive our Waiver we signed.

  

  Business response

  09/27/2022

  The residents vacated the home at Summit Townhome on 6/30/2022. The deposit accounting was completed, and a refund check was issued and mailed out on 7/28/2022 (Check # ****)
  
  Upon receipt, the roommates reached out and requested to have a name removed from the check. At that time,a Waiver was provided to be signed/notarized by ALL leaseholders listed on the lease for a check to be reissued. It was signed and returned to the local office rather than the **************** as requested on 8/19/2022. Due to the delay in processing, we have agreed to refund the full $1500.00 deposit as well as interest.
  
  The check will be mailed out to them upon receipt to the address they have provided by 2-day air with tracking info also provided directly to them by email.
  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a resident at Hurstbourne Estates (managed and owned by Peak Living/Peak Cares, Property Management team) for more than 2 years. I vacated my unit recently when my lease ended on August 21st, 2022. My notice to vacate (attached) had an amount of $589.32 calculated for the last 21 days on pro-rata basis. My rent was deducted twice for the month of August (684.11 - Auto Debit), (589.32 - Check as per amount mentioned on Notice). When I asked for a refund on August 2, they said they will do it within 3 days after my final settlement. As of 8/1, I owed 0 dollars (other than base rent and utility charges for the last 21 days) as all my past dues were paid through monthly auto debit. However, 1. I see a trash charge, sewage charge, water charge etc. for the period between 6/1 to 6/30? I have the monthly Conservice statement to prove it. These charges have been duplicated in their final settlement (attached). 2. Renters Insurance for July was paid too, which has been duplicated too. 3. Final water, trash and sewage charges have been calculated for a period between 7/1 to 8/21 - Con service statement for July shows that I had already paid for the month of July. So, these have been duplicated as well. 4. Move out inspection (attached) was done on Aug 19, 2022 (Friday), Why would I pay for deodorizing carpet ($65) and cleaning the tub ($15), does your move out inspection form say that these were not clean? Rent agreement clearly states that charges could only be based on the findings captured in the move in / move out inspection report. This goes out to prove that the Peak Cares/Living leasing office team has been scamming and cheating residents of their money. Since they had the rent deposited twice for August, 2022 ($589 + $684) in addition to $200 security deposit, you went ahead manufacturing illegitimate fake charges without any (notice or communication) to refund as little as possible. Charges for paint etc. is not aligned with inspection findings.

  

  Business response

  09/08/2022

  Good afternoon, 

  This resident's concern was reviewed and charges for painting were justified. Pictures were sent to the resident in regards to the condition of the apartment home. 

   

  Thank you, 

  

  Business response

  09/19/2022

  Thank you for reaching out regarding this complaint. 

  Mr. *****'s notice to vacate shows his prorated rent only. It does not account for his final utility charges.  Utilities are billed in arrears and the charges reflected on his move-out statement are for utilities during his occupancy of the apartment. He is not billed for any days past his move-out nor was he doubled bill. The move-out statement clearly shows the dates of service that he was billed. 

  Per review of the paint charges, we note that the charge for the re-painting of the home was warranted and within the range provided in the lease agreement. While we certainly expect to paint after a resident moves-out, we do charge for any damage above and beyond that requires additional painting than normal. As such, the account will remain as shown and no further adjustments will be provided. Please see photos and copy of the charges signed by Mr. *****. 

   

  Customer response

  11/08/2022

  
  Complaint: ********
  I am rejecting this response because: This is what I am trying to highlight. Since, you had additional rent accidentally deposited twice for August, you went about manufacturing irrelevant charges which doesn’t reflect in your move out inspection report. Why did you leasing office personnel not capture the damage during the inspection? Were they not able to see the damages then? Did they tell me during the inspection that bath tub is not clean or I will have to pay for deodorizing carpet etc.? Have you even seen your own move out inspection report? I have attached it again for your reference. Where does it talk about those damages? Is this not violation of the lease contract? Why did you not inform me before deducting these charges, since you had additional money in your account which was supposed to be returned back? Let me be very clear that this is cheating and fraud and nothing else.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a current resident of ******************** owned by Peak Living. Ever since they took over its been a nightmare. They changed the portal and that doesn't work so I have to write a check and I cant look at my account. But the main issue is since July 25th I have been trying to get a rental reference. Its been almost three weeks and they are just failing at every turn. This isn't a small thing without that rental reference or a payment ledger most other rental companies wont work with me. I'm going to end up homeless for something as simple as sending a file.

  

  Business response

  08/11/2022

  We sincerely apologize that you have been having an issue getting a rental reference completed. You are more than welcome to provide the contact information for Peak Cares to the new rental property agency for us to complete it. They can email the rental reference request along with the release of information signature to *********************************** Again, we apologize for the inconvenience.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for the use of a washer and dryer in y rent my continue to het higher and by 200 dollars every year, but quality of work goes down my dryer quit working and I put in a service order to only be told you maintenance that they had to order a part and they dont know when it would be in then later the same day they told me that they are short on everything do to covid and they dont know when they would be replacing by dryer I am disabled and its hard for me to carry wet clothes to the laundry and still be expected to paid full rent I cant afford to pay twice taking my to laundry paying someone to take me there paying use the laundry dryer and still paying for the dryer in my apartment I am afraid to say much because I dont want to be evicted

  

  Business response

  08/09/2022

  As provided in an email to Msl ***** dated 8/8/2022 we will be unable to provide her with a new dryer at this time as it has bene ordered but is on backorder. However, in the interim it has been agreed to provide her with a used dryer and to have it installed on 8/10/2022 per her schedule. Thank you.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Something is very wrong with the people Peak Living hires to manage properties. First of all, they just started managing our complex at the end of May. They werent organized at all and even misplaced a more than $6000 check that was supposed to be used for my rent. I had to go to the office and watch this man, ****, dig through all of his other checks and money orders, then finally pull my check out of a closet Since then, they have constantly posted notices on residents doors about their own complaints about the community. They also posted a false noise complaint about a party during a weekend that I wasnt even in the *****************. When I approached them about it, they didnt even apologize for their mistake. A couple weeks later there was another notice, this time with the threat of eviction, on my door because we were retaliating against a neighbor who constantly blasts their speaker late at night and snores so loud that we are unable to get enough rest to function normally. These neighbors have come to our door ready to fight, but we were treated as the problem. **** and the rest of his team are more worried about putting people out of their homes, whove already paid rent, than actually doing anything positive here. Theyve never asked people to stop screaming in the courtyard, so we hear that nearly every day. They dont clean the dog park like the last management did so with the hot sun, you can only imagine the horrible smell around the apartments. Im worried this will only continue to get worse.

  

  Business response

  08/02/2022

  As far as the check that was not properly added to their account this was a rent relief check that was issued to ****, the previous management company, and we wanted to confirm we are good to post the check before posting it. Once it was approved, it was posted June 6. The notice being posted about complaints is a community wide communication that is emailed and posted on all doors to address concerns. We cannot not deliver to just one door due to Fair Housing laws. For the false noise complaint this was a true loud gathering that occurred in their home, after the notice for compliance was posted there was no communication received in response to our communication from the apartment. As it pertains to the neighbor wanting to fight, they had a notice to comply posted on their door for banging on the wall all hours of the night due to their neighbor snoring. The Community Manager attempted to reach out numerous times with no response. The team cleans the dog park daily and performs a wash down of the dog park weekly or more if needed.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my move in date was 12/13 the apartment was filthy and not livable my apartment has mold and is still filthy after the apartment walk thru and clean my property was damaged by the company who cleans the apartment and the excuse i received is that everyone is new im disgusted.

  

  Business response

  07/20/2022

  Good afternoon, 

   

  This resident's concerns have been addressed. The Regional Manager called our cleaning company to come back out on Monday, 7/18/2022 for a deep clean. This has been completed. The apartment was assessed for any possible organic growth . No organic growth was found. 

  Thank you for the opportunity to review and respond. 

*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. ↩