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Complaint Details
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Initial Complaint
10/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Sawmill Park Apartments put me in collections for an electric bill that was paid directly through the provider. They did not regulate the electric and we had been paying directly to the provider for all the previous months. I have tried to contact them multiple times with no response and even the electric company has informed them that the bill was paid in June. This has brought down my credit score significantly.
Business response
10/16/2024
Hello *****,
I reached out to the site team and it appears everything is in order. Do you need anything else?
Initial Complaint
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Apartment flooded 3 times within a 3 day period. The carpets and home smell of mildew. Personal Property damage occurred. This issue has been occurring for 2 weeks with no resolution. The carpets and carpet pads have not been replaced. The Rail Apartments promised certain things, which hasnt happened. We cant get an answer if the leak is fixed or when our home will be repaired. With severe allergies triggering ******************* with one tenant, we are concerned for our health. All personal towels, rugs, and some of my 10 year old sons items are beyond repair. Management barely speaks with us about the issue and are currently ignoring our requests for help.Business response
09/27/2024
*******,
We have forwarded your issues to the community's Regional Manager. They will reach out to discuss the incident. We appreciate you makin The Rail home and work towards a resolution.
Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I rent an apartment in *************, ******, ****, and have been here almost 4 years. On 8/25/24 i submitted a service request due to my A/C being broken. I also called the Emergency line and left a detailed message. I did not have anyone come look at my unit until 2:30 pm at which time I was told that the motor was broken and needed to be replaced. At 4:30pm, a maintenance person told me they were going to order the part and provided a portable A/C unit. Ohio is experiencing a heatwave with temps in the mid to high 90s. This portable unit is only keeping my kitchen cool. Im a virtual employee and my office is in my 2nd bedroom. My entire upstairs is an oven. I cant sleep in my bed because it is literally hot to touch! Im working with 3 fans blowing on me, and Im still sweating like a dog! Ive taken photos of my thermostat every day and its been between 86 and 90 degrees! As of today, Ive been without AC for 7 days. I also have a chronic illness recognized under the American with Disabilities Act. Extreme heat will have a negative impact to my health. I submitted a note from my doctor in 09/2021 due to a similar issue with the A/C and resubmitted this letter on 08/25/24. I sent an email asking for an update on when this will be fixed and have not received a response. My work order is as updated to say tentatively on hold, needs a part. No A/C during a heat wave for anyone is dangerous, and for someone with my condition, it can result in a debilitating exacerbation at minimum, death at most.Business response
09/03/2024
****,
Thanks for reaching out. I wanted to confirm that your A/C has been fixed.
Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
March 13th *********************************************************************************** it's been 6 months with same Nuisance Noise distrubance of my enjoyment and piece I haven't had good rest and sleep.theirs times I had to call police 3 times in one day 6/2/2024 I have asked office to come hear the nuisance Noise when it's going on one took the time to come so it can be addressed and let tenant no of the violation of Tenant Lease of level of noise not to disturb tenant piece of enjoyment in their apt it's about 10 more more Complaints been made to office and this 6th month going on 7th month of nuisance Noise every day at night up to 11:00 sometimes ****** pm I have problems sleeping can't napp doing day can't sleep at night when ready to sleep I take medication my doctor giving me to help rest can't rest are sleep if go to bed Iam waking up from noise stumping jumping banging dropping heavy objects hitting floor ball bumping at night my apt rattling from bumping ball sounds early morning Iam waking with heavy on purpose stumping hard noise are bouncing ball sound in the house over my bed with parents their are not.the enjoyment of living here and piece is breach from the lease of my enjoyment and piece theirs times I have to leave my apt were i pay rent yo get piece at my sister are visited friends for piece my neighbor patio for piece this a on going every day thing ball bouncing by my apt early morning in the apt above my bed in the kitchen table bumping noise banging noise that's very disturbing theirs no piece lot of it to intimidate me cause don't like me and it no ending and office not enforcing the lease of level of noise being 6months going on 7th months of distrubance can't hear my TV with out bumping noice ball bouncing jumping running noise . .Business response
09/03/2024
*********,
Has the Regional Manager reached out to you to resolve this?
Customer response
09/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]No one has reached out and it is not resolved.
Regards,
********* *****Business response
09/13/2024
*********,
Thanks for reaching out, can you please confirm what community you reside at?
Customer response
09/16/2024
No haven't heard no response from Birge and help at all to resolve this nuisance Nouse matter are none of my complaints made Nouse still disrespectful mouse waking me early mornings and pass my bed time have try blocking noise to sleep at night waking up early mornings 7:30 Am thew 8:30 every mornings no response company has no concerns of tenant violating lease of deprived my enjoyment and piece of my apt Nouse all day week ends worst and after office close every day regional manger of Birge and Held has not respond to complaintsCustomer response
09/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I live in ****** at ********** in ******, ***
Regards,
********* *****Business response
09/18/2024
*********,
Thanks for reaching out. We have communicated your concerns to the site's leadership team. They will review, and if they feel any of your concerns are lease violations from your neighbor work to find a resolution.
Customer response
09/19/2024
No I have not heard any things like always from Birge and Held ******* ****** regarding my Complaint ******** if no response I would like to take this to t ambitration Department this not far to me disable living in my apt 7 months with no enjoyment and piece stated in lease a tenant shouldn't distrub a tenant enjoyment it's now a breach of lease on both behave of my enjoyment of every day Nuisance Noise distrub my enjoyment scene march 13th 2024 same month move in making complaints with Alcove At ********** in ****** GA *****.and has not resolved this matter.have visited lease noise Apt for Nouse are leave my apt stay over my sister house for nuisance noise of disturbing me with TV watching ,having Company over taking naps when want to are going to bed when I want to cause of this distrubance of tenant up above my apt all day every day pass my bed time ball boucing in the Apt by my door screaming noise trash thrown on and by patio cans bottles paper sweeping trash down on patio has perp in my window and walking across my privated patio .still noise and trash after complaints on all of the distrubance noise low weird sounds banging noise every day take enjoyments from living in my apt for 7 months now and not resolved .office keep saying will call the tenants and hasn't totally stop the distrubance.rattling my apt bumping sounds vaoucing ball playing in apt.nouse should be out side are in tenant apt.their has been may 30 ************************ front of my camera I have called the police and Iam tired of making complaints not addressed of my distrubance nuisance noise dirtying up were I live throwing trash in front of my patio are on the lease has been breach and tenants violating lease of 7 months of distrubance taking my enjoyment tryed speaking to tenant tenant act a fool so I start complaint and calling police office no all my complaint and tenant still distrubance of my enjoyment causing me want to move if I feel Birge and Held responsible for deposit for me evening provoked to move and move here in March 1th 2024.Customer response
09/19/2024
Theirs other tenant a elderlys seniors evening distrubance with noise as well like I were told march 13th theirs other tenants complaining of noise I don't feel 100 percent safe here with out good safety letting tenant violate lease and Alcove at ********** breach the tenant enjoyment and piece in the lease .Customer response
09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]No I have not heard any things like always from Birge and Held ******* ****** regarding my Complaint ******** if no response I would like to take this to t ambitration Department this not far to me disable living in my apt 7 months with no enjoyment and piece stated in lease a tenant shouldn't distrub a tenant enjoyment it's now a breach of lease on both behave of my enjoyment of every day Nuisance Noise distrub my enjoyment scene march 13th 2024 same month move in making complaints with Alcove At ********** in ****** GA *****.and has not resolved this matter.have visited lease noise Apt for Nouse are leave my apt stay over my sister house for nuisance noise of disturbing me with TV watching ,having Company over taking naps when want to are going to bed when I want to cause of this distrubance of tenant up above my apt all day every day pass my bed time ball boucing in the Apt by my door screaming noise trash thrown on and by patio cans bottles paper sweeping trash down on patio has perp in my window and walking across my privated patio .still noise and trash after complaints on all of the distrubance noise low weird sounds banging noise every day take enjoyments from living in my apt for 7 months now and not resolved .office keep saying will call the tenants and hasn't totally stop the distrubance.rattling my apt bumping sounds vaoucing ball playing in apt.nouse should be out side are in tenant apt.their has been may 30 ************************ front of my camera I have called the police and Iam tired of making complaints not addressed of my distrubance nuisance noise dirtying up were I live throwing trash in front of my patio are on the lease has been breach and tenants violating lease of 7 months of distrubance taking my enjoyment tryed speaking to tenant tenant act a fool so I start complaint and calling police office no all my complaint and tenant still distrubance of my enjoyment causing me want to move if I feel Birge and Held responsible for deposit for me evening provoked to move and move here in March 1th 2024.
Regards,
********* *****Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Black mold,water issues.file service request it takes forever to get completed.office staff is rude,doesnt look into the issue properly.maintenance was just sitting in my unit not fixing anythingBusiness response
08/23/2024
Asia,
Has your work order request been completed.
Initial Complaint
08/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
No central air since the beginning of the summer. Mail box broke for the past two weeksBusiness response
08/06/2024
*****,
Thanks for reaching out. Have your maintenance requests been addressed?
Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
**Complaint Details:**I am writing to file a complaint against the Provenance at ***************** regarding an unjust charge for electricity after I moved out of their apartment complex. I discovered a $68 charge on my credit report for electricity usage during a month when I was no longer a resident. I have multiple emails of which the community acknowledged the issue.**Detailed Explanation:**- I moved out of the Provenance at ***************** and promptly canceled my electric account with AEP upon my departure.- Despite my cancellation, I was charged for electricity usage for an entire month when I was no longer living in the apartment. AEP could not move the charge to the community without a representative present on the phone from the community. - I contacted the community management to resolve this issue, and they assured me they would speak to AEP on my behalf. However, they failed to do so.- I made several attempts to contact both the community and with AEP on the phone to rectify this situation, but my calls and concerns went unanswered.- This unresolved charge has now appears on my credit, which is unacceptable given that I was not responsible for the electricity usage during that period.**Resolution Requested:**I am requesting that the Provenance at ***************** take immediate action to resolve this matter by:1. Clearing the $68 charge for electricity from my account.2. Contacting the debt collector to ensure this erroneous charge is removed from my credit report.This situation has caused undue stress and I expect a prompt resolution to rectify this mistake.Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company took over for management at my apartment complex and the lack of communication is mind blowing. My shower had tiles fall off the wall exposing what looked like mold and wood that was falling apart, this all started in March of 2024, after calling several times throughout the end of March and then going to the office in person I was told that since a new management company took over they lost all the old work orders. I was understanding with this and they had me submitte a new order and to not use the bathroom. This was on 4/3/24 so starting fresh. They didn't send anyone out till 4/30 to create a new work order. It wasn't until April that I was able to use my shower again, they slapped the tiles back on and painted over it. It took one less then a month for the problem to arise again, we told the office several times and they only jumped to start fixing the problem when water starting flooding into the unit below us. Me and my partner have been unable to use our shower since March with an exception of a couple weeks in June.Business response
07/29/2024
*****,
Thanks for reaching out. Can you please confirm what community you reside at?
Customer response
07/29/2024
The Aprtment complex is Riverbend apartments, at ********************************************.Customer response
07/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The Aprtment complex is Riverbend apartments, at *****************************************************************************
Regards,
*******************Business response
07/29/2024
Thanks *****,
I've forwarded your feedback to the community's Regional Manager. They will reach out shortly.
Customer response
08/11/2024
Never had a representative reach out, tried contacting ***** office and was hung up on the first time. Called multiple times and was told someone would reach out but it never happened.Customer response
08/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Never had a representative reach out, tried contacting thier office and was hung up on the first time. Called multiple times and was told someone would reach out but it never happened.
Regards,
*******************Business response
08/16/2024
*****,
I've confirmed with the site team that we have addressed your concerns. Is there anything else we can help with?
Customer response
08/27/2024
Issue was never resolved, the company refused to talk with me at any point despite me reaching out via email, phone and in person.Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There are a lot of repair issues with my place - carpet full of mold, mildew, gnats are in the building. I can&#**;t pay rent in 2 places. I am late on my rent there because I am living somewhere else. I would like for them to repair everything or refund my money.Business response
07/29/2024
*******,
Has this been resolved?
Initial Complaint
07/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They have been horrible! We are currently paying $1095/month for a 3 bedroom. We always pay our rent early. We moved in July 25, 2023. It was a roof leak on September 26, 2023 and then in October 11, 2023. They still havent came to patch up the crack in the ceiling that it caused so theres a brown spot now. The kitchen hood fell on top of the stove on fell on August 29, 2023. There were no screws holding it up there and it was a gapping hole with rust behind it that couldve caused a fire. On May ******* someone broke our window from outside. We made a police report and it took them a month to come fix it. On Sunday July 14, 2024 the A/C stop working. I went to the leasing office on Monday July 15, 2024 and was told that they dont know when someone can come fix it. My boyfriend, 2 toddlers, and I had to get a hotel room. Weve had to miss work because all the issues with this apartment. Were just tired!Business response
07/29/2024
*******,
Thanks for reaching out. Has your A/C work order been completed?
Customer response
07/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No has come out to fix my A/C
[Provide details of why you are not satisfied with this resolution.]
Regards,
***************************Business response
08/05/2024
*******,
Has your a/c been fixed?
Customer response
08/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. No one has came out to fix my air
[Provide details of why you are not satisfied with this resolution.]
Regards,
***************************Business response
08/16/2024
*******,
Have your work orders been completed?
Customer response
08/16/2024
Better Business Bureau:
No one has came out to see what the problem is or to call to see if soomeone came by.
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***************************Business response
08/23/2024
*******,
I'm following up with the site team for details and have notified the Regional Vice President.
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