Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a complaint about my lock on my apartment seizing up where it would not let me unlock the house. I have paid rent and have not received any information of when it would be looked at or have been acknowledged by using their reporting method.

  Business response

  12/06/2024

  Good afternoon,

  We are responding to a notice from the Better Business Bureau.  The notice unfortunately went to an old address and we just received the letter and subsequently the problem in the notice was resolved immediately this morning.

  We received a letter regarding a complaint from one of our nice residents, ******** ****, who resides at **** * *** *** *********** ** *****. His problem was about his apartment door’s deadbolt lock and that it kept seizing up. The tenant submitted a formal request on our website on 11/2/24 in which he stated the following: “The outer lock the key can get stuck with or without being able to turn the cylinder.”

  The request did not give our maintenance team permission to enter the apartment or open the door to repair the lock, so I followed up and emailed the tenant on 11/4 to get permission to come by to fix the lock. When we did not hear back from ******** so I sent our maintenance team by anyway to spray WD-40 and service the lock from the outside of the apartment.  I believe we just had a miscommunication but always try to take care of our residents timely.

  We did not hear back from the tenant at all after we thought is was taken care of with WD-40, so until we received this letter, we had assumed that servicing the lock solved the issue.

  As soon as we got the letter today, I texted ******** to ask if we could come by and fix it as soon as possible. He asked us to come by tomorrow (Friday 12/6) at 11 am. Our maintenance supervisor was just at the property and we installed a new lock and personally gave ******** a key and he should be good to go now.

  In the letter that we received; it begins by stating that we failed to get ahold of you. We unfortunately did not receive any form of communication regarding this complaint prior to receiving the letter. This may be due to the outdated mailing address, but I wanted to make sure you had the correct contact info on file for us. Our office number is ***** ********. Our owner’s number is ***** ********.

  Additionally, the mailing address that the letter went to is outdated and we have a new business mailing address. The letter was dated for 11/19 and we only received it today (12/5). Our new mailing address is *** *** *** **** *********** ** *****. Please let me know if I need to take any further action to correct our address and contact information. We greatly appreciate you and glad we got the problem resolved.

  Thanks so much,

  Austin H****, Operations Manager, ************* ******************************

  Customer response

  12/07/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  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. ↩