ComplaintsforKirker Creek Apartments

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I resided at the Kirker Creek Apartments for 6 years; moving out on 4/30/2024 after giving a 30 day notice. Thereafter, Kirker Creek told me they would contact me with the final bill as they had to have their maintenance and vendor inspect the premises for any damage. I asked for a walk through prior to my last date of residency, which they informed me they were unavailable to do. Sometime after departing from the residence, I received a call from a collection agency informing me that I had an outstanding balance. No notice had been provided to me. When clarifying the address with the collection agency, they informed me that Kirker Creek Apartments mailed the notice to the address on their premises that I just moved out of. Therefore, the document was never sent to me. I refused to issue any payment to the collection agency until I spoke with the apartment complex. I have since spoke with ***** *******, ******************* Director at Kirker Creek Apartment. She told me that she assumed my mail would be forwarded to my new address and upon moving out, it is their policy to send all outstanding balances to a collection agency. It is then assumed that the agency will contact the tenant with 45 days to resolve the matter before it is applied to the rental history. All prior communication with Kirker Creek had been via-email or telephonically. I asked why either of those methods had been tried; she had no answer other than that the agency should have contacted me. I have since applied for an apartment at a different property and was denied as situation has reported on my record. I attempted to resolve the matter with Kirker Creek, asking that they allow me to return to another apartment; I was told by ***** that they would have to review my record, including this derogatory hit to my history that they created. I did not have a forwarding address because I was awaiting housing through my college. I am now without housing and they have affected my ability to do so.

  Business response

  09/18/2024

  Residents are given an opportunity to submit their forwarding address at any point when they provide their 30 day notice, it is our policy if one is not provided we send it to their last known address to allow for it to be forwarded with ***** if it is returned as not deliverable we will contact the resident as soon as possible to provide them with this information. This balance can be resolved if the past resident pays the debt and clears with the agency it has been sent which has been in contact with the resident, at this time we are not able to offer any further action on our end. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rodent infestation,pest control is not helping because the infestation is so severe,I allowed a month to justify situation and it has gotten worse they should be responsible for relocating me and breaking my lease due to the situation being out of my control and not caused by me or my negligence! Also I have video footage of multiple rodents running around my apartment and even towards my step son who is only four years old he could have been bitten if he had not got out of the way. I am also having respiratory problems since living there which I have never had, they need to be held accountable and should not be allowed to rent to anyone with the conditions my apartment is very clean & tidy so this issue is not because of me

  Business response

  09/13/2024

  Thank you for sharing your concerns. I want to assure you that we have fully addressed all pest control issues and completed all outstanding work orders related to your residence. In an effort to reach a positive resolution, we have offered the option to transfer to a different unit or to break your lease without penalty. As of now, we have not received a response.
  We look forward to hearing from you and remain open to either option to help resolve the situation. Please feel free to contact us directly or reach out to our ************** at your convenience.
  Thank you for your attention to this matter, and we hope to assist you further.

  Customer response

  09/14/2024

   
  Complaint: 22240326
  
  3:01
  ?
  72)
  SB
  ***** ****
  To: ***** ******* >
  
  Hi sorry for the late response I just had a few questions before hand, if I agree to change units and the new unit has the same problem does the offer to break my lease still stand?! Also would pest control & maintenance be going in before & making sure there is no holes etc also I would like to know beforehand if the new unit had a past history of rodents
  

  Business response

  09/18/2024

  Thank you for sharing your concerns. We want to assure you that you will have the opportunity to view the unit you are transferring to before moving forward. All of our units are prepared to meet *** standards, and while we cannot guarantee that a unit has never had maintenance issues in the past, we will do everything in our power to ensure that you do not experience any issues moving forward.
  Please feel free to reach out if you have any further questions or need additional assistance.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in apartment 1111 at Kirker Creek apts. I moved in on Oct 5, 2023 and part of my move in special was a $500.00 **** gift card for moving in by October 5. I did move in on Oct 5, *************************************************************************************************************************************** til today. Someone responded to me today bc I went in this morning-- 3rd time and was told she would email management regarding this situation after verifying that my apartment was one of the apts eligible for the gift card. I finally received a call back a few minutes ago staying that she was sorry but the promotion was over. I have checked in about this card at least three times since move into apt. to no avail. This was a verbal agreement of an offer Kirker Creek was offering to new leases on the apartment I signed a lease on. This was one of the perks and the reasons I signed a lease. I should not lose out on this verbal agreement and perk given to me because I was lost in the shuffle or for some sort of administrative reason that went awry. Please escalate this to whomever needs to know. I am pretty miffed because this is nothing I did. This is a mistake on Kirker Creeks part. It makes me wonder if someone took my **** card with the hopes I would never follow up. Issue is that I had followed up with no response. In January....response was " oh...we haven't gotten the **** cards yet...we will notify you when they come in." I am requesting an explanation and an escalation to the powers that be. Leasing person I spoke to today when she called back...said " so sorry..I know its not your fault but the promotion is over." I was told when I moved in by ***** that when the cards came in, the office would call me. This is very bad business and not honoring a verbal agreement.

  Business response

  03/01/2024

  Thank you for bringing your concerns to our attention. We have thoroughly investigated the circumstances surrounding your promotion eligibility and would like to provide clarification.
  
  Upon reviewing the details provided, it appears that our $500 promotion applied only to selected stale units that were 50 days old and above through 10/31. Applicants would qualify if the specific unit they applied for met these criteria and they moved in within 7 days of applying.
  
  After further review of your case, it was determined that although you moved in within 7 days of applying, the unit you ultimately moved into, 31-1111, did not qualify for the promotion. The unit you initially applied for, 17-2004, was not selected for the promotion, and therefore, you were not eligible for the promotion upon moving into your current unit on 10/5.
  
  Attached to this response, you will find a staleness report reflecting the date of your application, both units considered, and the number of days the units were stale. We hope this provides clarity regarding the promotion eligibility criteria and the circumstances surrounding your application.
  
  We apologize for any confusion or inconvenience this may have caused, and we appreciate your understanding in this matter.
  
  If you have any further questions or require additional information, please do not hesitate to contact us directly.
  
  

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water shut off without proper notice. unlawful towing.Extremely loud building clean up/work maintenance before quiet hours ends.

  Business response

  12/19/2023

  We sincerely apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. Our commitment to providing a positive living experience is of utmost importance to us.
  Regarding the water shut-off, we apologize if proper notice was not given. We understand the importance of communication in such matters, and we will investigate this to ensure that our notification procedures are followed diligently.
  We are concerned to learn about the issue of unlawful towing. We take such matters seriously, and we assure you that we will thoroughly review the circumstances surrounding the towing incident to prevent such occurrences in the future. If there are specific details you can provide regarding the incident, it would be helpful for our investigation.
  Additionally, we are sorry to hear about the disturbance caused by building clean-up and maintenance work during quiet hours. Our intention is always to balance necessary maintenance with residents' comfort, and we will review our protocols to avoid such disruptions during designated quiet hours.
  Your feedback is invaluable to us, and we want to ensure that your concerns are addressed promptly. Please reach out to our Customer Experience team at ***************************** with any additional details or if you have further concerns. We are committed to working towards a resolution and improving your living experience at Kirker Creek.
  Thank you for bringing these matters to our attention, and we appreciate your understanding.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into Kirker Creek in January 2023 and have experienced several issues.-Day 1 of ** moving in, the smoke detector was beeping. They told me they would have someone head over to change the batteries and they were not changed for two more days. The first three days in our new apartment were spent listening to beeping.-Apartment was supposed to be fully renovated with brand new appliances. The brand new microwave did not work at all, and we did not have a microwave for several weeks upon moving in. We moved from out of state and not being able to use a microwave while moving our stuff was extremely inconvenient.-The water is shut off all the time, with or without notice, and roads are blocked off constantly without notice. One day we were told that water would be off from 8-5pm and it was off for more than two days. They don't offer anything to the residents or even provide any water bottles for residents, especially during the summer heat. You drive down one of the streets and it will be blocked off with no warning signs, causing you to have to turn around and go around.-My A/C unit went out during a 100 degree + heat wave, leaving the inside of my apartment over 92 degrees. It took 10 days to have the A/C unit replaced. They would not allow us to temporarily stay in another unit and said they could not find the hose for the portable A/C unit the property has. They would not reimburse me for the portable A/C unit I had to purchase or credit any of the rent for the days we were unable to be in our apartment because of the extreme heat. I have a 4 year old child and not providing any solutions for us when the inside of our apartment is 92 degrees is completely unacceptable and unsafe. It was too hot in my apartment to be able to do any laundry, cook, or do any of normal day to day activities. We lost the ability to use our apartment for 10 days and this property has been unwilling to work with us at all and couldnt even apologize for the terrible experience.

  Business response

  09/18/2023

  We greatly appreciate your feedback and would like to provide a comprehensive response regarding the concerns raised in your recent complaint.
  
  Upon careful review of the issues raised, we have worked diligently to address each one. Here is a breakdown of the actions taken:
  Apartment Issues Resolution: We have worked closely with the resident to resolve all the issues in her apartment satisfactorily. Our maintenance team has addressed and rectified the concerns to ensure her comfort and satisfaction.
  Property Improvement Projects: We understand that the property recently underwent two major projects, which were the asphalt and water valve replacements. To ensure transparency and minimize disruption, we followed a structured communication plan:
  Advanced Notice: Prior to the projects, all residents were notified well in advance via email, outlining the project schedule.
  24-Hour Notices: Notices were posted at least 24 hours before any water shut-offs throughout the project's duration.
  On-Site Communication: The asphalt team took measures to enhance safety and communication, including traffic direction and visible signage.
  Emergency Water Disruption: While we aimed to minimize water disruptions, there was a delay in restoring water during the first valve replacement due to unexpected underground complications. During this time, we maintained continuous communication with our residents and provided bottled water to mitigate any inconvenience.We deeply regret any inconvenience or disruption these projects may have caused. Our goal has always been to enhance the quality of living within our community while ensuring our residents' needs are met.
  
  Additionally, we acknowledge and apologize for the inconvenience experienced with the **** issue. We have taken this feedback seriously and have addressed the concerns accordingly.
  
  We genuinely value our residents and their satisfaction is paramount to us. We appreciate your understanding and patience as we continue to improve our community.
  
  Thank you for bringing these matters to our attention, and we look forward to serving you better in the future.

  Customer response

  09/18/2023

   
  Complaint: 20597163
  
  I am rejecting this response because: the property has not worked with me to resolve any matters. As of today, I still am unable to login to the Resident Portal to view or submit maintenance requests. The exterior light that has been out since I moved in (8+ months ago) has not been repaired and no updates have been provided to me regarding this safety concern. The comments regarding improving traffic signage are also incorrect - there are currently two booms parked on Pheasant Drive with cones next to them, immediately around the corner with the mailbox, an area where cars are frequently speeding. There is no signage on the road approaching the booms that are located in the road.
  

  I do not recommend this property to anyone as they clearly do not value their residents safety or their experience living in their community. I am out over $800 because of an A/C unit that is provided in my lease went out after living here less than 7 months, with my apartment exceeding 92 degrees and the management staff maintaining a not our problem attitude towards the situation. My child and I had to suffer the 10 days that it took them to replace the unit, and in addition to that the office was not able to provide any updates on the status or expected installation date.

  The abundant negative Yelp and ****** reviews accurately depict the residents displeasure with residing in this community. 

  
  Sincerely,
  
  Heaven Curl

  Business response

  09/25/2023

  We appreciate your feedback and would like to provide a detailed response addressing the concerns outlined in your recent review.
  
  Resident Portal Access: We are pleased to confirm that the resident successfully gained access to the resident portal on 9/19. We understand the importance of streamlined communication and aim to ensure that all residents have convenient access to our online services.
  
  Maintenance Requests: The resident submitted two work orders related to patio and front door lights, one in February and the other in May. Our maintenance team promptly responded to both requests and resolved the issues. Specifically, on 9/20, our Maintenance Supervisor visited the resident's unit to ensure that the front door lights were operational. They not only addressed the issue but also replaced the fixture, confirming that it was in perfect working order.
  
  Construction and Painting: We acknowledge that our property is currently undergoing construction and painting projects. It's important to clarify that the two booms on-site are situated on Pheasant Drive, away from the resident's apartment on Canyon Way. These booms are not in proximity to her location and do not interfere with traffic or her living environment.
  
  Our primary objective is to provide a comfortable and pleasant living experience for all residents, and we strive to address concerns promptly and efficiently. We value your feedback as it helps us improve our services and maintain the quality of our community.
  
  Once again, we appreciate your communication and thank you for bringing these matters to our attention. We look forward to serving you better and enhancing the resident's experience at Kirker Creek.

  Customer response

  09/26/2023

   
  Complaint: 20597163
  
  I am rejecting this response because:

  Resident Portal Access: access has now been granted after 8 months of back and forth with the office staff. 

  Maintenance Requests: The front door light has now been fixed. The initial maintenance request was sent in February and this has just now been fixed, 7 months later. This issue was not resolved with the first request and I requested updates from the office several times during that 7 months that it remained unfixed. In addition to this, another maintenance request was sent in regarding the laundry door, and maintenance did not show up to the scheduled appointment on 9/13/23. There are also several reviews on Yelp and ****** from other residents stating that maintenance did not show up to their scheduled appointments. 

  In the last response from this business, they also indicated that bottled water was provided to residents during the water shut-offs. I have reviewed emails sent to residents by the property - at no time were any emails sent out notifying residents that bottled water was provided, nor was I informed that any of the times that I called the office. I had to come out of pocket to pay for my own water bottles. I have asked the Community Manager for clarification on that matter and have not received a response. 
  

  At the end of the day I have not had the use of the leased premises for over 20 days, and had direct expenses as a result of this. I fulfilled my obligation of paying rent in accordance with my lease terms. I stayed home from work for a maintenance appointment and they didnt even bother to show up, even after submitting complaints. Complete disregard for residents time, money and well-being. 

  
  Sincerely,
  
  Heaven Curl

• Initial Complaint

  01/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I moved to kicker Creek apartments January 3rd when on my move in day my apartment wasnt ready for move in maintenance was actively still fixing things when I approached my apartment and my keys were taken back from me which was a huge inconvenience due to me renting a U haul only for a certain amount of time! And secondly there are roaches in my apartment, I spoke with everyone in my unit and theyve all had roaches also but even more disturbing the man above me is infested and hes completely comfortable with it! Ever since pest control has sprayed my apartment there are several roaches all over my apartment! I am disgusted and so disappointed my son cannot even walk around or play hes 1 years old! I need to be moved or refunded immediately

  Business response

  01/11/2023

  Hello,

  Thank you for bringing any potential issues to us. We are aware of your report of active infestation of roaches. We sent Pest Control to your home and have confirmed no live roaches were found however he sprayed and took care of the surrounding units as well just to be sure. If you see roaches now they would come out dead from the treatment. We sent a deep cleaner to the home and found one dead ***** behind your stove so we will continue to monitor and send pest control weekly to ensure you do not have any live roaches in your home.

  As far as someone else reporting to you they have roaches, we are not aware of this and have noticed all apartments surrounding yours so we can enter and treat as well. The staff, Maintenance, Pest Control and Cleaners are all working diligently to ensure your home is free from any pests. If you continue to see anything live please do not hesitate to let us know so we can take care of the issue.

   

  Thank you,

  ***********************

  Community Director

  ************

  ******************************************************

  Customer response

  01/11/2023

   
  Complaint: 18720409
  
  I am rejecting this response because:there are live roaches in my unit right now as we speak I dont no were your getting your information but I have a video of several roaches in my unit as of today! Not just one dead *****
  
  Sincerely,
  
  ***********************;

  Business response

  01/19/2023

  As discussed we are actively working on your home. Pest control has been in and we have cleaned. We have offered to send again if you see more as well as offered a transfer on your home. Kirker Creek.

  Customer response

  01/25/2023

  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.
  
  Sincerely,
  
  ***********************

  hi kirker creek has accepted to transfer me although I have to wait 2 weeks Im glad Im being moved but I wasnt able to live in my apartment the whole month of January! So Im now waiting to know if my rent will be prorated or if I will even be compensated in any type of way due to this inconvenience for me and my 1 year old son. Today I went to my apartment and there was a ***** crawling outside on my door its just so disturbing! Hopefully it gets better for everyone. They dont show much concern or care to me maintenance came in my unit last week and recorded roaches crawling out of my refrigerator and the refrigerator still hasnt been removed from the unit which is just wrong and unacceptable 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been telling Kirker creek to fix my bath tube they have not it has holes in it were it feels like your going to fall through the tube my husband is disabled in a wheel chair thats his bathroom I take him showers in its not useable this been going on for about 7 months this is really unacceptable due to the ridiculous amount of money we pay here to live the tube in not the only thing needing fixing there is outlets that Sparks very dangerous

  Business response

  04/28/2022

  Hello *******************************,

   

  Thank you for bringing this tub to our attention. I have reviewed your work orders and I do see that early February you submitted a work order. I do apologize that no one has responded I'm not sure where the communication failed but really want to get you taken care of. I see that you submitted a request again yesterday and with that I am calling the Tub Vendor to come out and repair your tub. I will be emailing you directly with some appointment times so we can work around your schedule. Again, we apologize for the delay and will take great care of your home.

  I also will have the Maintenance Team there today to check into the outlets that are sparking. Please make sure someone is home to show them which outlets in your home you are referring to so we can change out the plug.

   

  As always you can email me directly anytime at ******************************************************

   

  Truly,

  ***********************

  Community Director

  ******************************************************

*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. ↩