Apartment Rental Services
Kensington CrossingThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Facilities Issues
- Status:
- Unanswered
Dishwasher has been broken for over 8 month. I contacted them in writhing and in person multiple times. I had to file paperwork with the court to compel them to fix this issues. There other issues to that also have not been addressed ( broken windows, dryer dosnt dry cloths, ect ), but this issue highlights their level of incompetency. Unfortunately the other issues will most likely need the courts intervention as well. Their standard of service simply fails to meet their legal requirements as landlords.Customer response
07/12/2024
Sincerely,
Thankyou for taking the time to talk with me.
First I need to clarify my initial complaint:
- The dishwasher has been broken for 5 months, not 8. I meant to convey that the dishwasher was broken for 5 out of the 8 months I have lived here, but in my frustration I misspoke. My apologies.
- I have just begun the court process and still looking for legal counsel. I have a meeting next week to meet with someone.
- I was told by management that if I want a solution to the problem ( the broken dishwasher from 3/21/2024 - current ) that I should file a complaint with the court. This is what I meant when i said I was forced to take them to court to compel them to fix it.
Currently, other issues pertaining to the residents are:
- The dryer is broken. The dryer squeaks, smells hot and does not dry the cloths. I was worried about it being a fire hazard.
- A broken window in living room. The class is intact but the housing it sits in is broken, preventing it use.
- The is a light in the hallway that hasn't worked since move in
- Early on the morning of 7/10/2024 water began coming out of the light switch in the spare bedroom. I put it in writing, and attempted to go to the office and tell management directly but was blown off. As of today (7/12/2024) there has still been no contact. The water is no longer coming through the wall but the water damage need to be assed
To give some additional context here some of the other issues pertaining to the building and immediate premises:
There is a 2 foot whole in the front yard which is a clear safety hazard
The cement steps to access are crumbling and will drop debris on people as they walk underneath
The support holding one of those steps is almost entirely rusted through and will fail soon
The alarm, in what i assume is the sprinkler room, goes off constantly for days at a time.
All of the treadmills in the on site gym where broken for over 6 month
There are an unnatural number of dead birds littering the premise
I have no expectation that the building a premises be perfect, but I have lost good faith that they will make an honest attempt to address any complaints made.
Brief Overview:
Due to their inability to fix the dishwasher, these complaints were not logged until (7/10/2024). But I have lost faith that they will address these issues in a timely manner, so I intend to pursue legal options in approximately 30 days regarding these additional complaints. When I inquired about hiring a technician to fix dishwasher, management flatly refused to accept any financial responsibility for the repair. I was advised by management to contact the courts and put the rent in escrow to seek resolution regarding the matter. The person speaking to management prior to this conversation was dealing with a similar complaint and was met with the same response.
I fear that this their standard operating procedure and the other tenants are equally effected. It appears, be through malice or incompetence, they are using the court system as a barrier to entry to skirt their legal responsibilities to maintain and repair the facility.
Outline:
This is outline of my written correspondence with them over this period. Unfortunately, there are gaps in the written record. The dishwasher was still broken from (5/9/2024 - 5/30/2024), but this is not accurately reflected in the records. I spoke with the front office, who stated that the request was placed, but it was not. The request was communicated verbally but not recorded in writing.
Written Communication:
(Will provide documentation upon request)
12/29/2023 - Written request for services
1/25/2024 - Resolved
3/21/2024 - Written request for service
4/8/2024 - Request placed on hold (they said they needed to order a part)
5/9/2024 - Resolved (replaced the dishwasher with a "new one," but it never worked)
This gap in record-keeping is unfortunate, as I did not immediately articulate that the dishwasher still didn't function in writing. I spoke with the office, who said the request would be placed, but it was not.
5/30/2024 - Written complaint
7/11/2024 - Written complaint still pending as of today
In addition, I have made multiple phone calls and visits to the office to speak with management. I have dates and call times, but no written record of the discussions.
I know that this is more information than you asked for, and I apologize, but I wanted to fully clarify the situation before potentially moving forward. Any information or assistance you could provide would be deeply appreciated.
Thankyou for your time.Initial Complaint
06/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I contact Kensington Crossing April 12 for an apartment for rent, ***** helped me out to sign the contract, Apartment should be ready on June 8th price was $**** I signed the contract, provided rental insurance, called for **************** and Internet to switching to my name for the move, got an email from *************************** on May 19th, Unfortunately the household currently occupying the unit you had initially applied on will not be moving out as scheduled however we have another ground floor 3 bedroom available in building across the street! I wanted to make you aware of the change prior to sending your new lease documents over.Your new address will be ********************************************************************************the price was $2450 ( second floor same model)I refused to sign and called and asked to honor the old price for new apartment ******** switched the money to **** and I informed ******** I will be on site Saturday to look at the apartment, stopped by Friday Morning and talked to ********************** informed me that the apartment no longer available, ***** took me to a Third Floor different model apartment available and price was ****, I refused the apartment , ***** informed me that I will get my money back since I did not like that apartment, I have been waiting for ******** for few weeks now, she was on vacation then when she came back, she informed me I will not get my application fee back! ******** saying the apartment was available, ( not what *************** ) and it was miss-communication! , I cannot that and I would like to the application fee back, this was their mistake not mine for me to pay for it I will not talk about the number of emails I sent, and calls I did with no answer or to tell me I need to call back in a week or soBusiness response
06/23/2023
Mr. **** originally applied on a 3 bedroom Oak plan. The original household had a delay in their scheduled move-out and we made him aware the same day we became aware. We offered him a 3-bedroom Oak plan at no additional cost or delay to him, which he accepted as this was a like-unit even down to both units being on the 2nd floor, which was his preference.He later called and requested to come see the new home, which we agreed he was more than welcome to do however when he arrived there was a miscommunication with our onsite staff when Mr. **** stated that he was told there were no Oaks available so I have to go to the other floorplan, which is our 3 bedroom Monarch. *****, our Leasing Consultant, took Mr. **** to see a 3 bedroom Monarch which he did not like; again due to the miscommunication on Mr. ***** part. When Management returned onsite the following week and was made aware, they contacted Mr. **** in an attempt to resolve the miscommunication however he wished to proceed with cancellation. Application fees are nonrefundable, which Mr. **** signed and agreed to during his application process. We have stated we will refund his administration fee, despite this fee too being nonrefundable (signed application uploaded as attachment to show this was signed and agreed to by Mr. ****** Mr. **** has received consistant communications from the onesite team, even after threatening legal action. At this time, we are pending confirmation from our ********************* in *******,** that the refund of $150 has been issued.Initial Complaint
04/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Applied for an apartment at Kensington crossing on November 12th 2022. I had to pay a $150 administration fee which was refundable if you were denied. I was denied the next day. I was told it would take45 days to get your refund. I have been contacting them for the last 5 months. At first they told me that they sent the check to the wrong address. I gave them time to see if the check would show up. They told me that they would put a stop on that first check and reissue the check to the correct address. About a month went by and I still did not receive the check. I contacted them again and they told me that they had sent the check to the same address again. A lady named ***** told me she apologized and that they would reissue me a check 3 weeks ago and send it by *****. At this point I am aggravated because this is unacceptable. I have been calling them and leaving messages through the email but they have been ignoring me. I told them if I didn't receive my check last week that I would be getting an attorney and taking them to court which I can't afford all I want is my refund that I'm owed.I finally spoke with someone today and they told me they will no longer talk to me if I am getting an attorney which I don't have one yet because I can't afford one. All I want is what's due to me. Can you please helpInitial Complaint
02/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On November 11th 2022 I was denied an apartment at Kensington crossing. I paid $150 administration fee which was supposed to be refunded back to me. I have been constantly calling and each time I get the runaround or some excuse. It depends on the person I talk to. 3 months is very unacceptable to not have my refund given back to me. I called today February 2nd 2023 and I guess they're screening the calls and no one will answer. At this point I am getting aggravated and running out of patienceBusiness response
02/22/2023
******************** applied within our community 11.11.2022 and was denied 11.12.2022. Her $150 administration fee was processed and refunded at our site level by 12.12.2022, it was then sent to our accounting department 12.12.2022 to issue the formal check. Her check was placed in the mail to the address she provided 01.11.2023, within the 45 business days allowed by ************************ Law; documentation attached. ******************** has had contact with various members of staff and has been kept up to date as to where her refund check process is at at all times. She has willfully changed her address once already resulting in a void and re-issue of the funds, causing further delay. Currently we are pending response from ******************** as to whether or not she has received the funds; she has advised she will follow-up with us by 1 March (email attached).Customer response
02/22/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
*************************Initial Complaint
01/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was a resident at this complex and was treated terribly. I put in a 60 day notice to move out Jan 7. They claimed they received my notice on the 15th of November then proceeded to overdraft my account $1200 for ********* prorated rent even though I should not have owed anything. I originally had the wrong date for move out because the leading office told me my move out was December so I put my 60 day notice in for December. Then I get emailed a thank you for the notice and to let me know my buy out fee will be $3000.00. I called again and got that corrected. I sent my notice for January 7 which was my move out date. Now they are saying I owe. They also claimed several times they never got it even though I sent it multiple times. These people do not operate with an ounce of integrity and penalize you for moving out. I paid the fees but I'd like reimbursement from them.Business response
01/26/2023
******************************* and ********************* originally served their 60-day notice to vacate on 10.13.2022 which would constitute as exercising their lease buyout right as their lease term ran from 12.08.2021 thru 01.07.2023. When informed of this, ********************** voluntarily retracted their notice to vacate to state they would service this again in November when they were 60-days out from their January lease end date. ********************** then sent the 60-day notice to vacate to her co-leaseholder, *********************, on 11.07.2022 but did not send this to Kensington Crossing. On 11.17.2022, ********************** did sent the 60-day notice to Kensington Crossing. We honored the 60-day notice,which put their households notice to vacate ending on 01.17.2023.Initial Complaint
07/19/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
7/5/22 is the date the incident. Kensington crossing apartment complex is charging me a late fee $133. Will not waive this fee , claiming they already waived a previous late fee. I was never late before with payments. Previously the office made a mistake in May with processing checks,acknowledged the issue and is using this incident to count against me. They do not answer phone calls or emails. I physically go in to the office with my concerns to be met with no help and disgusting customer service. *********************** is the worst! she will not let you talk, she over talks you , talks super fast, repeats herself. ***************************** is her new employee and has picked up what ***** has taught her. Since I moved in in November I have financial issues every month but 1. I'm at the point where we can no longer talk because of how they have handled my situations that are all on their end. I have paid on time, had funds available and kept trying to keep in contact with them. I would like the late fee to go away all together because I was not late, but if they won't , apply the late fee waive to July and be done with it. Rent is due 1st , I always pay the 1-2nd. Sunday closed and Monday was a holiday 4th. Turned in rent check at 10 am on 5th. I have proof that they take my money out from the 6th to the 13th routinely. They said they processed the checks on the 4th when everything is closed and said 9 am on the 5th was my only option. Will not respond to emails or negotiate. Starting with emails to communicate with the office about the issues and to find resolution . I wouldn't get a response and no one will pick up the phone. I physically go in after doing these things again to be met with no help and very much attitude. When I did reach out above the office to ZRS Management before they just approved *****'s behavior and disregarded my issues because that person in the office thought so highly of *****.Business response
11/11/2022
We received this prior complaint from BBB regarding *************************. I believe ***** submitted the same complaint on separate occasions. The agreement we arrived to was to waive half the late fee, which was done in September. ***** paid her half on September 17th. Please close this case.
Thank you,
***********************, Property Manager
*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. ↩
BBB Rating & Accreditation
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Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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