Complaints

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a current resident with crownpoint townhomes. I paid *** dollars to transfer to a different apartment. I was never given the apartment or my money because they said it was paid under a different managing company greenbriar.

  Customer response

  04/15/2024

  The issue has been resolved. I was reimbursed thank you

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am an active duty military member. I lived at the ********** ********** ** *** **** **** ******* ********* **** ******** ** ***** for 1 year. My lease ending and I moved out of ********** ********** on May 12, 2023. I was told that I would receive my security deposit (approx. ****** * ******) within 45 business days. I have not received a check in the mail. I contacted the ********** ********** management office (speaking to "********* *** ****") last week who agreed that they would call their accounting/financial office (located "a few blocks away" from the apartment) for a new check to be created and mailed to their management office at *** **** **** ******* ******** ** ***** so that I could pick it up directly from the office. The reason being that I am active duty and will be moving around to various places for the next few months. Thus it would be imperative for me to pick up the check. I called the office at ************ each day for the past 5 days (from July 17, 2023 to July 21, 2023) and those in the management office told me they were speaking to the financial office and unfortunately did not have an estimated date of arrival for the check. Today I called the ********** management office at 4:06PM EST and the staff at the office stated that they had no estimated time a check would be created or sent out to the office because the financial office was closed all week. This is a complete contradiction to their previous statements that they had been speaking to those in the accounting/financial office. Further, the staff spoke to me as if they were confused that I "still wanted the check for pick up at the office". Moreover, they asked me to provide an address, when I had already explained to them the nature of my military work prevents me from providing an address at this time. They stated that financial office is unable to wire the money directly to my account. I am making this complaint to receive my security deposit promptly which is now late.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i've been living here for 40 days and i've had maintenance issues since day 1 of living i my apartment oven asked for my things to be fixed as i pay all my bills on time i'm told due to short staff my problems in my home cannot be fixed my ac has been out for a week and it has been so hot and uncomfortable in my own home i have a 2 year old daughter and this is not fair to her we can't sleep it's so hot i don't know what else to do because i need my home and i pay my bills i just want to be comfortable and for my daughter to be able to rest and us as a family have air in our home we have bought fans and lift windows nothing works i need help i live at ******** at ****** ********** thankyou

  Business response

  11/30/2022

  Business Response /* (1000, 8, 2022/10/26) */ The resident sent an email Monday 10/17/2022 reporting that the air conditioner had gone out over the weekend. The air conditioner was fixed along with the garbage disposal on Tuesday 10/18/2022. I called the resident on Wednesday 10/26/22 to make sure that everything with the air conditioner had been fixed and she said yes it had been fixed on Tuesday 10/18/22 and that the maintenance supervisor also fixed her garbage disposal while he was there. Please contact me at XXX-XXX-XXXX if you need any additional information. Thank you!

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They can't really on the property of the apartment complex that I live in. I have water damage at my house and they have yet to do anything about it and is continually getting worse and today I found mold in the air vents and it keeps getting worse . They keep saying someone coming someone's coming but no one ever comes to fix anything, and the people that they do come are some bootleg contract companies.

  Business response

  10/26/2022

  Business Response /* (1000, 8, 2022/10/06) */ My name is ****** ***** I am the property manager here at ********** at ********** ********** and ********** I am writing to let you know that this matter has been resolved. We have fixed the leaking ducts and replaced all the damaged drywall. While this was being done, we did accommodate Mrs. ******* into one of our guest suites at a downtown property. We had Sanair to come and clean the vents and ducts in the unit, which was done on September 29, 2022, and they did not report any mold present.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved into this apartment complex in January of 2021. Due to unforeseen circumstances, I had to move out due to safety concerns. I gave the office a 30-day notice as they wanted and also gave them documents as to why I left. May of 2022, (I think it was May 15) I moved out and they told me that it would be 60 days until I received my refund. 60 days has come and gone and nothing. I contacted the office at *** ***** and was told that I should wait approximately 2 more weeks and it should come. it's been 3 weeks now and nothing. they changed management and I wasn't notified so the new person over everything I feel does not know what's going on. also, the area over there is very high in crime and prostitution. I told the office, and nothing has been done. I just need answers and help.

  Business response

  09/30/2022

  Business Response /* (1000, 8, 2022/09/19) */ We are the same management firm that has been in place since construction however, we did have a manager change on site. This is the first time we are receiving this communication. The Regional over the property is pulling the file and will respond directly to Ms. ******* within 24 hours with details pertaining to any refund due as she has submitted inquiry to our accounting department. We will get this resolved immediately and sincerely apologize for any delay!

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had ongoing issues with this company. Specifically the Employees in ***** **** and at ****** ***** I was made to move out of my unit due to ongoing water leak that they let go unresolved for months. I was told they'd need to demolish the unit to fix the issue and I would have to move. They have continuously harassed me and are now trying to use anything against me. They are trying to require me to pay to replace the carpet although there was a stain no bigger than a 3" circle. As well as the carpet should be replaced after the repairs they make anyways. I was told they cover ****** moving cost and they have now said they will not pay for. One of their employees showed up to my unit at 10pm in his pajamas harassing me. Another employee chased after me as I left the leasing office. The new unit I had to move myself to and cover the costs also has water damage as well that they insisted just needed to be painted over. I have tried to contact corporate multiple times but keep getting kicked down to the lower management team.

  Business response

  09/28/2022

  Business Response /* (1000, 8, 2022/09/16) */ Our team has been in constant communication with this resident. Upon notification of any issue, our team responded promptly. During the time of reported concern of water intrusion we offered several valuable courtesies, some of which were refused, to demonstrate the good care and understanding we have for our residents. To mitigate the inconvenience of repair while the resident is in the home, we offered a transfer to another apartment at a sister community which was available, at a largely discounted rental amount. The resident agreed and was happy with the option we provided. We informed the resident we would reimburse for moving expenses once a receipt was provided. Once the resident furnishes a receipt, we will be able to provide the reimbursement. We were not provided a receipt which was stated necessary for the reimbursement of movers.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been renting an apartment at Hillrock Estates in Charlotte NC for almost three years. About a month ago my AC stopped working. Three times the maintenance people came out to patch up the problem and I was told numerous times that it was time for a new AC unit and that it was being ordered and it will soon be replaced. The AC does not cool the apartment and it makes a loud disruptive noise when it is cut on. I would like for the AC unit to be replaced with a new one as I was told or be compensated for distress and having to live in an unhabitable rental unit.

  Business response

  09/30/2022

  Business Response /* (1000, 8, 2022/09/19) */ Our service team did work on this HVAC system and get it operable temporarily but did determine it was time for a new system to be installed. Unfortunately, the first company called experienced a significant delay with regard to time obtaining the new HVAC unit. The property staff then contracted with another company who ordered a new unit that is anticipating delivery of the new system this week. Unfortunately, with supply chain issues, vendors are experiencing some delays. The current system has been checked to ensure it is still working properly while we wait for replacement! We apologize for any inconvenience as we work to obtain parts needed to close out this service request in the best way possible!

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A little background about me: I'm *** who work at a corporate as a Data Engineer, I don't know if this was **** or not. I'm moving from ******* to the ******** Beach area about a nine-hour trip. I'm moving with a ****** and a tow dolly carry my vehicle. Before moving, I overnight my security deposit of ******* ******* fee) and paid my application fees of ******** All my paperwork was submitted and approved. On the day of move-in (June 5th, 2022), Which is scheduled and planned for according to the leasing agent *****. **** *. called me two hours before arriving at ******* To say there is no key fob and she was unable to make one. But Would call back after checking with ** the manager. She call back and say everything was good to go. I was notified by ****. * in the office. My apartment was not ready to move into. The carpet was not clean and need to be changed over. There was no key fob to access the build. Also, the price from ***** to ****** Never, heard of this before. **** *. Stated there was nothing that could be done about the situation. So, I left the office with nowhere to go. started my driving back down the road in my ****** towing my car behind. I have no choice but to find a place to stay for the night. The next morning the ** the manager try to call but I miss the phone call. After I call back and no one answers the phone for a whole day. I tried numerous times and no one would pick up the phone at the **** at Town Center Apartment. So, the next day, I call the corporate office and make a formal complaint about the situation. Four later on the same day, ** the manager and said I have two options: This is four days after my move-in day. 1. One-month free rent 2. Move to a one-bedroom and pay the same rent NOT in ****** I will not be selected options. I ask for my refund. my security deposit of ******* ******* fee) and app fee of ******** STILL WAITING ON MY MONEY IN THE MAIL.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/17) */ Ms. *****, We deeply apologize the apartment home you had selected was not up to par to the standards which we would desire upon move-in. We use this feedback as an opportunity to provide a better level of customer service as a training opportunity for our teams. We worked diligently to overcome the initial problems we first encountered. My records indicate our team did indeed reach out to offer you multiple opportunities to continue your residency by providing a deeply discounted, larger floorplan available to you while honoring the same rate of the apartment home you reserved. Additionally, we provided an option to choose a sizable concession if you'd prefer to move forward with the same apartment at ****** ***** Your choice. We are sorry you declined our offer. At that time, I processed your refund for all fees paid, immediately. Our accounting office was contacted to expedite payment and rush the refund check. Your refund was cut and mailed out on 6/13/22. Please call our office at (XXX) XXX-XXXX so we may assist you and provide you detailed check information. We thank you again and hope to hear from you soon. - The Management Team at ****** **** at *****

• Initial Complaint

  06/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I currently lease an apartment at ******** ******* and I've asked the leasing office on 3/17/22 to fix the peeling of the roof in the storage room balcony where my washer and dryer is, due to water leaking and it has not been fixed. There was a maintenance person who came to look at the roof and told me he needed to go upstairs to the apartment above and he never returned. I have gone to the leasing office numerous times and asked to have someone fix and no one has fixed the issue. There is also a leakage inside of the bathroom that has been fixed but continues to leak after a few days. I would like for the leaks to be repaired and not patched up as soon as possible.

  Business response

  07/08/2022

  Business Response /* (1000, 10, 2022/06/27) */ Contact has been made with the resident and a meeting has been scheduled for when they are back in town.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently a tenant at the ***** at West **** ************* VA. I've been complaining to the rental office as well as corporate about noise complaint for 3 years. Nothing has been done. Have sent corporate numerous emails and left several messages and no one has followed up. Also, have complained about key fob not working properly and haven't gotten a resolution for this either. Elevators are out of service often and had to recently call the fire department because my daughter was stuck for over 30 minutes.

  Business response

  06/28/2022

  Business Response /* (1000, 9, 2022/06/17) */ This issue results from a dispute between two residents of this building. Management has been actively working towards resolution. However, the resident who filed this complaint has failed to do their part to resolve the dispute. Management continues to work with this resident.

*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. ↩