Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  See the attachment for the amenities they advertise for Home Harbor of ***********. None of the above is available any longer. (no wi-fi, laundry facilities dont work, maintenance and property manager are NOT on site, the elevator doesnt work and when the repairman comes, it might work a few hours but then people get stuck on it when it quits again, there is no business center, no lounge, no storage space, and the media center/movie theatre are locked and unavailable) All the people in this building are old, disabled, on fixed incomes. My sister has checked herself into the hospital after becoming so distraught over the living situation. The tenants are afraid to say anything about the elevator not working because they are afraid that they will condemn the building, and they will be out on the street. I am trying to find other living arrangements for my sister now.The maintenance of the building has gone downhill for years. The last manager was fired for embezzlement and now they are trying to charge the tenants for back rent they do not owe. The list goes on.

  

  Business response

  09/03/2024

  We are very much aware of the elevator being down but are at the mercy of a part being shipped to remedy the issue. The work has been approved and we've been on the phone daily with ********* (elevator company).  They have in turn been in contact with the city.  As soon as we have the part, we will get the elevator repaired.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The elevator not working (the situation with waiting on parts is a convenient excuse, but could be helped by having someone available to carry groceries and laundry up and down the stairs) is not the only complaint about the building. NONE of the amenities listed for this apartment building are available any longer. There is no free wi-fi, there is no workout room, no community room, the apartment manager is seldom on site, the maintenance person is no available most of the time and doesn't really know that much when he is. The carpeting in the building is filthy. It has gone so far downhill since it was opened for seniors that it is truly sad and unsafe. These people are disabled and shouldn't have to live in these conditions.
  
  Regards,
  
  *************************

  

  Business response

  09/06/2024

  As of today the elevator has been repaired.  ********* received the part and came over first thing this morning.  With regards to amenities not being available, this is the first I'm hearing of it. We will look into it and ensure they are all available for resident use.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to view the property in March and was there for about an hour addressing concerns I had about the property. The property manager assured me that she would get her maintenance team to come out and have those things fixed the following week since it was Friday and they dont work on weekends. A week later I went by the property to start moving things in since I was able to get a day off of work but before moving me and my baby bed in I did a thorough cleaning and disinfecting of the unit for myself even though it was done prior to me viewing the unit. I came back to the unit on the following day and the entire unit and the garage had pest everywhere. I emailed the property manager about it and was told she would get another pest treatment done and that was it. Everyday I came by the unit it was more and more pest. I never stayed in the unit due to the pest issue so a week goes by and nothing is done other then the property manager telling me that her manager stated he will not be moving me into a new unit and he is only willing to return my deposit and not first months rent. Not only have I wasted money and time with moving but now Im stuck with trying to find storage for items and another place for me and my baby to live. Reached out to Pioneer Management, *** and they didnt do anything about it other than telling me that the property manager will me calling me. Something needs to be done about this immediately.

  

  Business response

  04/16/2024

  This person signed the lease and signed the move in checklist that there were no issues anywhere in the unit. The unit had been treated for pests prior to the resident moving in. She began moving her belongings in then stopped because she found dead cockroaches in the garage.She informed the Property Manager of what she found in the garage, and the Property Manager had the unit treated again for pests. Shortly after the treatment, the resident stated she no longer wanted to live in the unit because of the dead cockroaches.
  
  The resident told the Property Manager she wanted to break her lease and would not continue to move in. Both the Regional Manager and Property Manager explained our policies regarding breaking the lease, and she chose to move forward. We did not tell her to turn her keys in until after she confirmed she wanted to break the lease. The Regional Manager confirmed with the resident over the phone that she would be receiving the full security deposit back and the remainder of the first months rent. A portion of the first months rent was kept because the unit had been partially occupied after the lease was signed.  We are under no obligation to return the security deposit, however did so in trying to remedy the situation as best as possible.
  
  Thank you.

  Customer response

  04/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I am rejecting this response because:  

  
  The lease was only signed because the onsite property manager ******* stated that she would get her maintenance guy to come by the unit and fix all issues that I showed her on 3/08 when we were doing a walk through of the unit. On top of that I never received a inventory and condition form so that everything I was telling ******* could be documented and on file, in which the contract I signed states that if the inventory and condition form is not given to me prior to move in then I am to receive one within 48 hours which I never received. Which is the only reason it is checked off on the list because I was told I would receive one but I never did. To be clear the roaches were not just in the garage they were in the entire unit from the kitchen, living room, dining area, bathroom, two front bedrooms, back bedroom and closets the on site manager and assistant manager know this because they both went to the unit to see and on site manager took photos as well. So to say that they were only in the garage trying to make light of the situation like its not a big deal, when they were in the entire unit is insane. Im sure they mainly came from the garage because thats where majority of them were but the problem is how is that many getting into the unit and its not just a few here and there, it was every day I went by the unit it was roaches everywhere even after killing them and discarding them I would come back and it was more. Assistant manager even stated that she saw some cracks in the house by the garage door and back room door and that they could be coming in that way but wasnt for sure. You stated in your response to me that shortly after the pest control treatment, I stated that I no longer wanted to live in the unit which is a lie, because on Friday 3/15 ******* told me she would send me an email of the dates and time when pest control would be by the unit but she didnt send the dates until next business day which was Monday 3/18 and those dates are 3/25 pm , 4/8 am and 4/22 am. So on Monday 3/25 at 1:11 pm I received a call from ******* telling me that her regional manager *******, stated that he usually doesnt return the security deposit if tenant breaks the lease but he is willing to return mine with no penalty and that I can go ahead turn in my key. So I then asked her so does that mean he is moving me to a new unit since Im being asked to turn in my key and she told me no, that he is not willing to move me to a new unit but didnt give me a reason as to why hes not willing to move me to a new unit and that is when I stated that if he doesnt want to move me to a new unit then she can tell him I will need my payment back for first months rent also because  this has been a big inconvenience to me and she said she would call and speak with him about it and that I would need to turn my key in that day when I got off of work at around 2 or when I move my things out the unit so she could put the correct date on the paper work and that was the end of the conversation. So Still Monday 3/25 at 3:31 pm after she called me I received a email from her saying that she was sending her assistant manager to unlock the door because pest control was at the office and would be headed to the unit soon but I didnt see that email until later that night after the office was already closed and my key had been turned in. So needless to say I never refused to live in the unit after the pest control treatment because the treatment was done after my key had been turned in. The fact that in your response you keep saying dead cockroaches when they were very much alive when I was at the unit  and the reason they were dead when you arrived is because I sprayed them and left them there like I was told too so that the regional manager could see what I meant by them being in the entire unit and not just in the garage, so yes they were dead when you arrived to the unit days later but I have witnesses who can attest that they were alive when I came to the house to get my things out and also on other days. The amount of lies that Ive been told by the on site property manager is insane because this whole situation couldve been avoided if she wouldve just given me her regional manager ******* contact information from the beginning like she stated she would but instead she chose to lie to me when I asked for his information a second time. She said that she didnt know his contact information but for you to be a on site property manager how is it that you dont know your regional managers contact information?  if you couldnt give out his contact number then you shouldve said that the first time I asked for it but to lie in my face about something so small like that and say you dont know it is very low and says a lot about you as a person, but when I asked her well if you dont know it then how did you speak with him about my situation and him telling you that hes not moving me to new unit? She then smirked as if it was a laughing matter and said I dont know but you can come in and speak with him on 3/26 because h*** be in town then. I dont for a second believe that anything ******* told me was truthful because on 3/26 at 4:43 pm I received a call from the regional manager ******* telling me he was sad to hear that I broke the lease because HIS intentions were to come by the unit and speak with me directly about the situation and get me moved to a new unit but he heard from ******* that I turned in my keys a day prior which was on 3/25 . So for you to say that I chose to move forward with breaking the lease as if I had a choice when I was only given ONE option from ******* and that was to move out and turn in my keys and my deposit would be refunded to me  within 1-2 weeks, so please make this all make sense. I never stated I wanted to break my lease until Friday 3/22 because  ******* never attempted to reach back out to me when I came to the office on 3/21  and let her know what was going on with the unit I had to come back on 3/22 because she never called me which is when the assistant manager was there and stated she would do what she could to help out in which she went to the unit with me and she sympathized and understood my frustration and stated she would reach out to regional manager but to give them some time to work on getting the unit fixed or move me to a new one and I agreed to give them time or move me and the following business day on 3/25 I receive call saying to move out. So Do you see how frustrating this is ?? all because the property manager ******* decided to take it upon herself and act as a regional manager when she didnt have a say so in me moving to new unit and just imagine how many others have moved here and this most likely has happened to. I also noticed that 5 minutes prior to my scheduled time to view the unit on 3/8 I drove by the unit and saw that maintenance was at the unit with the garage and house door open I didnt think anything of it at the time when I saw it but now I would like to know what was the reason for him being there 5 minutes prior to me viewing? Did maintenance and the property manager know about the pest and/or uninhabitable conditions of the unit and maintenance was there making sure no pest were out and cleaning it up ? Because I find it hard to believe that they didnt  know the unit had that many pest because when I first told ******* she didnt look surprised or concerned about it at all. Its no way they couldnt have known. Its sad that my own child comes and say mommy its a lot of roaches in here they were literally all in his room and closet. All Im asking for is my full refund of everything that was paid and a note stating I wont be penalized for breaking my lease. Its not much at all considering everything that Ive been through with this property. I could be asking for more but Im not because this has completely stressed me out so much and its ridiculous that me and my baby even had to go through something like this and for the on site property manager to be insensitive about the situation made it even worse. I just want this issue to be resolved, thats all Im asking.
  
  Regards,
  
  **************

  

  Business response

  04/23/2024

  The individual has requested a refund of $1810. We have already refunded her $1218 and are willing to remint the remaining $592. 

  Thank you.

  Customer response

  04/25/2024

  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. 
  

  Thank you for resolving this issue. As stated in my previous response, I will also need a letter from the company stating that I will not be penalized in any way for breaking my lease. I did not receive the letter when the security deposit was returned to me. 
  
  Regards,
  
  **************

  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved here in June 2023. The carpet needs to be replaced. They said they said they would send someone to measure. I wasn&#**;t able to come to the door when they came to measure. I told them to come back later. I told the maintenance guy to only come into the apartment if I can answer the door. The maintenance guy was fine with everything. The H3234333535343433**35H has been very disagreeable. She eventually had someone come to measure in December 2023. She still will not get new carpet for my apartment. She will not allow me to pick out my own carpet either.

  

  Business response

  02/28/2024

  Our property manager has not received communication from the carpet company providing a date for installation.  She has reached back out today and will try to get a date.  The carpeting that is being installed will match the rest of the units within the building and cannot be chose by the resident.  We are hoping to have this wrapped up within the next couple weeks.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The on site manager, *********************, employee of Pioneer Property Management, *********** **, is requiring the seniors and residents with disabilities in this building....whether they are capable to safely do so or not ....to prepare their recycling according to ********************* rules ( including the ability to break down boxes) or risk losing their ability to continue to lease here. It is abusive. This kind of threat, abusive management has been reported to corporation and owner before. No respectful manner of management is endorsed. It appears on site manager is free to exercise any form of power she chooses without oversight. Threats to housing, defamation, no requirement to show evidence, and no apology. Thus, the assumed endorsement of her actions by this corporation. It causes huge health consequences to a vulnerable population to be threatened with no place to live...over recycling and being harassed and accused in other matters. Residents are given no indication or acknowledgement that the on site manager's actions are unacceptable, harmful or abusive of their well being. So it continues. I don't have a way to upload May 2023 newsletter.

  

  Business response

  05/05/2023

  We have read the newsletter sent out by the property manager, and although strongly worded, is not wrong.  There have been continual issues with residents throwing garbage into the recycling as well as full cardboard boxes.  Our trash hauler has given the property multiple warnings and is now charging overages for these infractions.  After lighter requests were made in months past, ****** chose to be more firm in hopes the residents would understand the urgency in correcting the issue.

  ******* Place is a 55 and older community, so requesting individuals to break down boxes is by no means out of line.  Should any resident be unable to do so, they simply need to make a reasonable accommodation request within our office.  As long as this is accompanied by a Dr's note, we are more than happy to work with the resident.  

  Pioneer Property Management, *** oversees 85 properties across the country and takes pride in our communities.  We have rules and regulations in our building that benefit the greater good of all residents, not individuals.  This is to ensure a peaceful living environment for all.

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  BBB and PPMI

  With a reference to ******* Place **************** in this response as APGH.

  
  

  PPMI: I do not accept your response.

  
  

   I believe that  if your goal is effective, appropriate property management, (absent of operative  threats, defamation, targeted harassment)  you would value, even encourage,  qualified feedbackbeyond the dollars and cents of a manager's reporting. 

  
  

  I consider your response wanting in many regards.  Why have the on site efforts up to now concerning  the ' urgent matter' of recycling  ( while you claim are not wrong),  failed?   

  
  

  Understanding the effect and often failure of threats would make what PPMI, (that is: ************),  would consider a stronger approachwrong, if not again, obviously ineffective. 

  
  

  In view of these actions and the explanation that you provide, I could not recommend this property to a loved one or elder.  That is an opinion with educated and professional credentials involving the well being of older adults.  

  
  

  For one, you say that residents are ' requested' to follow certain behaviors for recycling. Yet, without the addition of: 'under penalty ofis simply deceptive.

  
  

    And given the "older" by many years of these tenants,  you say your request is not out of line. Then why would accomodation involving recycling be mentioned here? (Only a result of a BBB complaint)  and not from the first from the on site manager?  And for all the time and effort it takes to write up newsletters ?   It doesn't add up.  Why is a complaint to the BBB necessary?

  
  

  It is very important to note here, that for too many threat, defamation and individual targeting and public reprimand  has been a primary experience,  including this matter via your on site PPMI.  Those, all,: individuals,  who you claim are not the focus. yet in absence of uniform enforcement, unquestionably affects the peace and well being of all.  This manner of operation is unacceptable.  And in opposition of the stated intent of the building owner(s) for a wonderful quality of life for tenants.

  
  

  And  how would a tenant know their accommodation would actually be honored and not be the object of retaliation given that ************, now only selectively enforces policy.

  
  

  Additionally you note your pride in 85  communities you manage.  No, sir or madam.  This may be where you and your representative *********** are clearly amiss. And as reflected in your name itself: you manage property. Those communities are not yours.  Nor the people who inhabit them your property.  They are, as are the owner(s) of these buildings, consumers.  

  
  

   And in threatening those individuals, under the subject of evidence,  ************** states: " it doesn't matter" and " I don't have to"...reflects what?  A very serious abuse of power.  And presumably endorsed by you.

  
  

  Dear BBB: Tenants in this building are subject to a handbook of rules, regulations etc, that they are not given for review before they decide to move or sign a lease. Yet, these are big decisions, if not for everyone, certainly for older adults and their families.  

  
  

    It must lastly be known, that in knee jerk, ******** minute fashion, and without explanation, ************, will issue blanket prohibitions, made known only to and enforced only to individual(s) and based on powers  she has ( given by PPMI) .  No tenant has knowledge or endorsement of these after the fact restrictions, and yet they continue. And to even an uneducated observer, scary stuff as would involve a desire or decision to live in a particular place.  

  
  

  Not only should the BBB be aware of all this for the sake of consumers, so ought the owner(s) of APGH,   for the threat of ill it creates.  And consider what elders in this building have cause to refer to the manager as a bully, a hornet's nest and a one person police state were it without measure of truth.  without measure of truth. 

  
  

  It damages the whole community.  It wreaks of abuse of power. And absence of oversight and accountability.  Unless only dollars and cents are of issue.

  
  

  Given PPMI response here, 

  1.  I believe the owner(s) of APGH  be notified of management's failures, as involve  the current matter of recycling,and ongoing.  

  2. A means for the owner of APGH  to evaluate the intended quality of life for their tenants, outside of what the management would estimate tenants actually experience here, and without retaliation by management. 

  3. The removal of any previous and future  unestablished blanket, ******** minute, knee jerk  prohibitions by the on site manager,  not pre approved by the owner of PPMI and presented as preapproved by the President of PPMI to tenants before attempted enforcement.  And made known and carried out to every tenant, not a targeted few. 

  4. Option for the tenant to request severe consequences and written apology in the case of the on site manager:  accusing a tenant of lying, of attempted defamation of any tenant, accusation of tenant intentional, as in informed, infraction without appropriate evidence.

  5. Uniform, regular, and timely  enforcement of any rules, policies and the like  that would  evidence the absence of targeted and discriminatory actions on the part of the on site manager.  

  6. Prohibition of gossip by management regarding tenants whose habits, while in no way illegal, the on site manager personally disapproves.  

  7. The public posting within APGH of the results of this complaint and BBBs evaluation of the same. 

  8. Clear, posted communication to APGH  regarding definition of ' accommodation', for the betterment and benefit of the whole and the honoring of accommodations without retaliation or sharing of its details outside of PPMI employees actual need to know.

  
  Regards,
  
  *************************

  

  Business response

  05/16/2023

  After reading the response there is a lot being asked of the company over a newsletter that was directed at all residents.  As a reminder, this was requested after multiple attempts to get residents to comply.  With that, we have had a conversation with ************ on her tone in these letters toward the residents.  We do believe a positive approach is best when directed at all residents.  Should there be continual issues, those should be directed at individuals who are breaking the rules.  It has been asked that ************ run all newsletters past the corporate office for the next 6 months to ensure there is nothing that could be perceived as 'threatening' regardless of intent.  Feel free to reach out to our corporate office with any further questions.  Thank you.

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I believe this is a good beginning to oversight of **************** management  style that doesn't seem to reach the owner of APGH or PPMI corporate on any regular basis.  And even as the follow up I made to you needs to remain on record...given that an accommodation request is an option you mention in helping in this matter, (and I don't doubt is unknown to most who may be struggling)... its inclusion in the next newsletter would go a long way to demonstrate good faith on your part.  As well as being honored once properly established and without retaliation.  And then I believe we are good unless any matters of accusing a tenant of lying, attempts at defamation or disrespect come up.  Thank you.
  Regards,
  
  *************************

  

  Business response

  05/18/2023

  We will add a section in the June newsletter regarding reasonable accommodation requests, how to submit and what they are intended for.  Hopefully this will suffice and we can close out the matter.  Thank you.

  Customer response

  05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  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. ↩