Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My complaint is about one of the apartments owned by Gumenick. It is **************** Apartments. We moved in February and our first issue was in March we needed a new dishwasher. Next, our breaker turned off on it's own and fridge shut off. Next our washer broke and maintenance did an incorrect repair. We were missing work and losing sleep since we work at night. The next issues got worst we saw cracks and leaks around the apartment. While taking a bath a hole developed and it caved in. We found out it was covered before and painted over. So the hole created a flood and management blamed us. The repairman came to patch the hole he not only did it correctly but said it was done incorrectly before. We noticed moisture build up on our furniture the technician confirmed the humidity in our apartment isn't normal. Our ceiling leaked and we had a flood. We called emergency twice and complained about issues over 10 times. We asked the manager **** are we getting any sort of compensation. We missed days from work and lost sleep. **** told us there will be no compensation and she didn't apologize and had no empathy. **** has been nothing but demeaning and disrespectful to us. On 12/6 water was everywhere in our home we called maintenance (emergency hotline) he came and told us it was just the washer and dryer and it was actually a pipe that burst from the lobby since we live above the lobby. He told us to pack all of our things in trash bags and get a hotel there's nothing they can do until Monday and left and water poured and we ended up in 3 inches of water everywhere it was not stopping so we forced maintenance to come back and see what was happening (as always didn't listen) I called my parents and they came to help and they convinced him to call someone for that day which was disrespectful to us. We have all our stuff packed in trash bags and bags. We can't sleep in our bed because there's no carpet in our rooms and there's nails everywhere its chaos right now.

  Business response

  12/11/2024

  We are sorry to hear that your experience at **************** has not been satisfactory. We cannot always prevent issues from occurring, but we take pride in resolving them expeditiously for all of our residents. Given the feedback above, we will be reviewing each situation to understand how we can learn from it so that these issues are not repeated and future outcomes can improve. In regards to the most recent back up into the apartment, the onsite management team has been working daily to bring resolution to the issue. The work continues in the common area, as this is a large project, but the impact on your apartment is planned to end around 12pm on 12/11. We appreciate your patience as the team resolves this issue. Please contact the onsite management team if you have additional questions regarding the project or your apartment. 

  Customer response

  12/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It seems that they want the issues resolved in their way not in the way it will help the people who actually live in the apartment. They did not read what my complaint was about. They asked management and disregarded us when management is the problem.
  
  Regards,
  
  ***** *********
  
  
  
  
  

  Business response

  12/30/2024

  We understand that you disagree with our previous statements made on this platform, however all resident concerns are addressed via the onsite community management office for ****************. All communication and/or requests must be sent to that office and then that information is shared with and reviewed by upper management for the apartment community when necessary. Please contact Penstock Quarter at ******************** regarding any items that are unresolved from this situation and we look forward to working with you directly to bring them to closure.

  Customer response

  12/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [We've talked to management numerous times we've reached out to you all as well. I don't know where this miscommunication is happening but just know we are not happy as to how you or management has handled our situation.  We were not treated with respect at all any respect we got was because of my parents. Even though me and my fiance who pays the rent here should have always been treated with respect but i see you guys handle situations like management and now I understand.]
  
  Regards,
  
  ***** *********
  
  
  
  
  

*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. ↩