ComplaintsforEdward Rose of Indiana, LLC

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented unit 0629 at *************************************** Rose and Son from 7/7/2023 - 7/1/2024 I moved out intending to receive my full deposit because I didn't have any damages but I received a letter dated for 8/7/24 stating A review of there records and inspection of the above named apartment which was vacated by me has a balance of ****** that is owed.Total Damages of ****** Security Deposit of ****** Final Charges Due ****** I provided my intent to vacate on 4/24/24 my exit walk through was scheduled on 6/27/24 on this day there was two individuals that came to do my walk through from the leasing office they did a full complete walk through of the unit. I have a video of the walk through exit he office representative stated that my unit was a good unit and that there are no damages and thatthe carpet is good. My deposit amount is ****** paid during the time I agreed to except the rental property on 7/7/23 the agreement is that when you move out of the property you get your full deposit if there are no damages and I did not have the damages that Im being accused of.The nature of this dispute is I'm being denied my full deposit of ****** and accused of damages that did not happen because Scarborough Lake does not want to issue payment at this time they have not tried to resolve the problem. I have breast cancer and this has really ally been a stress factor to my health due to having to take additional time away from my medical treatments, and appointments to manage this issue.I have provided pictures of the said damages there is also a video available of the exit walk through but the file is to large to upload I didnt dnt want to edit it to make it smaller because I didnt want to lose my evidence it is available if requested and I could attach it in an email if possible.Thank you for taking the time to assist in the matter!

  Business response

  08/27/2024

  Thank you for reaching out regarding your concerns.  Our team strives to deliver the best experience possible for our residents, and I apologize that we missed that **** with you.  You are a valued resident, and your input is important to us so we can continue to provide our residents with the highest quality of service.   

  
  After further review of your account, we agree that your security deposit should be refunded to you in the amount of $300.00.  I am currently working with our accounting team to ensure you receive your deposit back as soon as possible.  I sincerely apologize for any inconvenience this situation has caused and appreciate you bringing this to our attention.  

  
  Should you have any further questions or need any further assistance, please do not hesitate to contact us at ************.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident with them for 4 years now. In November 2022, I started having serious internet connectivity problems with their network that I pay to use every month as part of my rent. I have submitted numerous maintenance tickets to get this issue fixed, and all I get from the maintenance staff is BS. It's still ongoing and they're not fixing the issues. Many people in my building are having the same issues. It's severely affecting my work from home and they don't seem to care.

  Business response

  04/22/2024

  ************ - 

  Thank you for your patience regarding your concerns with the internet service in your apartment home. It is my understanding that you have had persistent issues with your internet service during your residency. For this, I apologize as I know this can be frustrating. 

  I have been in touch with members of our on site management and service teams and a member of our ********************** regarding their ongoing troubleshooting efforts. My current understanding is they were able to work on your service interruptions on Thursday, 4/18/24 and Friday 4/19/24. 

  As of this morning, I was informed that you have indicated all services are working as intended following our service team's visit on Friday. If issues persist, please contact our rental office and we will ensure a service technician is dispatched to your home. 

  Thank you for your residency and keep us updated if you run into any future issues. 

  Kind regards,

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

  Customer response

  09/12/2024

  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.]

  Update:

  I am a current tenant of Waterfront Apartments. Since November 2021, I have had numerous issues with the internet connection in my apartment, which they are responsible for and supposed to maintain. The issue is that multiple times a day, my internet connection goes out. The modem and the router have been tested, are in good shape and not the issue. I have submitted multiple maintenance tickets to have the issue resolved, and the maintenance ***** has done very little to correct the issue. They'll do something that'll temporarily fix the issue, but then the problem comes back quickly, sometimes worse than before. On more than several occasions, I'll submit a ticket for the issue, and nothing gets done, nor will any technician come by to fix the issue. They'll mark it as complete without doing anything. In addition to this, the maintenance division takes a very long time to respond to any non-emergency tickets submitted. There was one incident where I waited for almost two months to have something repaired in my apartment. I have reached out to the main office and the property manager about these issues multiple times, and it seems like nothing gets done to correct the issue with maintenance. TO be honest, it feels like that are out right ignoring me.
  
  Regards,
  
  ******* ****

  
  

  Business response

  09/16/2024

  Mr. ****,
  
  Thank you very much for reaching out to us regarding the internet concerns that you've experienced in your apartment home recently. We understand how frustrating it is when you don't have service or if it is intermittent as you've reported.
  
  In speaking with our onsite team, our maintenance supervisor was able to determine that the lines to your home appear to be working properly and you are getting good speed readings. During the times we've troubleshot your home, the internet is working. We believe the concern may be the number of items attached to your modem and recommend a wifi extender to assist in providing the internet you may require for such devices.
  
  We are here to help and want to do everything we can to assist. Please feel free to reach out to ******* ****** our Property Manager and the team there to provide you the best service.s why here...

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  below is the email sent to the office about the loud stopping noises I hear at all hours of the night While apartment living you are going to hear your neighbor above you. Are you hearing other loud noises like arguing, music or just the walking around?"below is email sent direct to Edward **** Properties Above it is the response I got from ********, which to me is telling me to deal with the noise. This is not acceptable. I may have signed a lease for 2 years and I can tell you that I am looking for legal advice. What I saw on Rent.com is not what I received. I should have walked out when I saw this apartment. To be honest I say that it is all faulty advertising. A every time I will go on to that site and make my problems known to all. The 3-page list of problems that I sent have still not been addressed. and I feel if I call for any correction, I get the attitude that I am bothering the office. I have photos of mold around my tub that just got redone last week. I was told that someone would go to the apartment above me and do something to the floor to correct part of the problem. The other problem of the person living up there pacing back and forth at all hours of the night is still happening, I was woken up at 1:06am this morning to the loud stomping of the floor, and to be honest I doubt if that will ever stop. So I am looking for advice from the BBB and the housing authority and any other info I can find. I know nothing will happen with my concern and I will not put up with this. I will write a letter with all my concerns and include all the photos I have from day one and send it to the office and I will CC you. I know I signed the lease for 2 years but with all that I have and am still dealing with, there is no way that I will stay here for that time. I will say thank you for your response but what is happening is still not resolved and I really don't see anything happening. as of 1/9/24 no response received.

  Business response

  01/19/2024

  ************,

  You and I have spoke over the phone and via email. I have asked you for a list of items our maintenance could resolve for you. Once I receive that list, I will have our team make any needed repairs. Based on our conversation, we agreed that you really just don't like living in Indiana and you don't like the city of Indianapolis. From the way you described your home town in *****, I'm sure I would love it there too. You have options within your lease to terminate. If you would like to discuss these further with me, I will be happy to do so.

  Customer response

  01/20/2024

  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. 
  The reason why I want to leave is because I got scammed by Rent.com. What I received when I walk thru the door was totally nothing of what I saw online. What I got is the worst apartment I have ever seen. I had mold around the tub, the tub spout and shower head are loose and if I were to ever slip and have to grab it, there would be a flood. The overall look was dirty and not something I would want my name associated with.  The below negative weather we just had I ended up having a 1/4" of ice buildup on my window in the second bedroom it got down to 57 degrees in there, and when I called to report it, I was told it is not an emergency. When they showed up, he went in to look at the window and told me "There is nothing they can do" I would have to purchase the plastic to cover the window.  Just another band aid to cover up the problem does not fix it. the door to my dishwasher scraps the wall every time I opened it and again a band aide was applied to fix it. The door to the apartment sticks so bad that I have to kick it in when I come in and I have to slam it for it to close tight.  The bathroom mirror was shattered when I first walked in, and I didn't dare try to clean it fearing I'd get cut.  To be honest I should have turned around and left when I walked thru the door. And yes, I know I have options to terminate my lease and I asked to have them reduced because of the false information that what was online is not what I got. No matter the outcome I will not be staying any longer than I have to.  I still request that the lease options be reduced to 30-day notice and one month rent to break it be awarded. So, I can get on with my life back in ***********. 
  
  Regards,
  
  *********************
  

  Business response

  02/07/2024

  ******,

  We have spoke before and you have my direct office number if you would like to reach out again. I am also willing to schedule a time to come to your apartment and witness first hand any issues you have. I believe since the time you first submitted your concerns that all items have been addressed. If this is not the case, please contact me directly.

  Thank you for sharing,

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

  Customer response

  02/07/2024

  I have not had all of my complaints addressed.  I still feel I was scammed from the info sent earlier and I will not stay in Polo Run apartments. I complained about the tenant above me walking on her heals making very loud noises at all hours of the night months ago, yesterday maintenance was up there pounding so hard it knocked my light end caps off and blew one of the light bulbs in the kitchen, I screamed when it started and again, I got no notification of this work. This place is the worst place I have ever lived in, and I have been oversea, and their worst apartment is a palace to this apartment.   I will not stay here any longer and if they will not agree to my request, it adds to the list of scams I got when I arrived here...and I may not be here, but I have the right to free speech and my voice will be heard.

   

  Customer response

  02/07/2024

  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.] 
  
  Regards,
  
  *********************

  I have not had all of my complaints addressed.  I still feel I was scammed from the info sent earlier and I will not stay in Polo Run apartments. I complained about the tenant above me walking on her heals making very loud noises at all hours of the night months ago, yesterday maintenance was up there pounding so hard it knocked my light end caps off and blew one of the light bulbs in the kitchen, I screamed when it started and again, I got no notification of this work. This place is the worst place I have ever lived in, and I have been oversea, and their worst apartment is a palace to this apartment.   I will not stay here any longer and if they will not agree to my request, it adds to the list of scams I got when I arrived here...and I may not be here, but I have the right to free speech and my voice will be heard.

  this place cares more about the small pieces of trash on the road and parking lot than caring about fixing real problems in the units. I was scammed and will not stay in this dump. if they can't or wont allow to change the lease break fee and time to stay here, it is just another reason why I want to leave. They are crooks.

  I don't know why he is asking for a list of complaints because upon arriving here I was told I only had a few days to summit the list and the list was given to the office manager

  
  

  Customer response

  02/07/2024

  I don't know why he is asking for a list of complaints because upon arriving here I was told I only had a few days to summit the list and the list was given to the office manager

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see the attached letter. Polo Run charged me for things that were normal wear and tear. When I complained to the office by email, the response I received was that I needed to call the former resident department in ********, and when I did that, I was given a PO box and an email address for the collections department. When I sent the attached letter to dispute the charges, I received no response at all even though I sent the dispute to them with a return receipt. Unfortunately, the pictures that I included in the letter cannot all be uploaded because they take up too much memory, so I only included those of the carpet. Also, not only did they have a security deposit, but also a pet fee and a redecoration fee. The amount I included below is the security deposit of $900, the pet fee of $200, and a redecoration fee of $125. I believe that they were always going to replace the carpet regardless of its condition because they replaced carpet of all of the neighbors whenever they moved out. In addition, the carpet that they put in my apartment when I moved in was low quality and they did not even attempt to clean it before determining "it could not be cleaned to our standards."In addition, I feel that the charges were in retaliation for my complaints about maintenance not doing their job efficiently or well since it was the same guys who decided on the charges whom I had complaints about.I recently sent the same letter by email and still have not received any response. It would seem that they would want to respond to complaints because they are starting to get a bad reputation around ************ terms of ******************** and safety of the complex.I used to feel good about my experience at Polo Run, but I no longer recommend Polo Run to anyone looking for an apartment in Greenwood, Indiana.

  Business response

  01/03/2024

  *****,

  I am looking into your past damages and move out inspection. I would like to work with you directly to find a solution to your concerns.  You can email me directly at **************************************** or call me at ************. 

  Customer response

  01/08/2024

  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. 
  

  I responded to ****** on January 4 by email, but I have not received any reply whatsoever from him. There is no offer of any kind of resolution at all, and it has been 4 businrss days/6 calendar days. As I only had 7 days to reply, I think this is plenty of time for them to get back to me.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ***

  
  

  Business response

  01/10/2024

  ***** is correct. She responded to my message on January 4th and I responded to her today. Given her explanation of the blinds damaged being caused by a bird who came in through an incorrectly installed dryer vent, and our documentation stating that we had to reinstall the dryer vent due to poor installation, I have agreed to remove the blinds damage charge. However, given our documentation of the carpet damage and our proration schedule, I told her the charge for the carpet remains.

  Customer response

  01/15/2024

  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. 
  
  I do not agree that the wear and tear of the carpet required replacing the carpet in the entire apartment. The only "wear" was in the main room and could have been ameliorated by patching one small area in a doorway and by cleaning the carpet. My pet fee and redecoration fee should have covered the cost for that.
  
  Regards,
  
  ***** ***
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved here , love the community . I was late 10 days on my rent , due to my bank locking my account because my card was used at a gas station. I let them know that a few days ahead of time in email. They sent a letter stating it was the 10th of October I had 5 days from the letter to pay my rent . If not I will have to move and they will hire an attorney . I went on rent cafe and they locked my account , I proceed to walk down to the leasing office and they didnt know what happen , I called corporate and she didnt know either . I walked back down after sending several emails stating I have the money today and they said they cant take in office payments and call the lawyer . But I wont get evicted . I stated call a lawyer , I had 5 days before that step so what do you mean . I wasnt served any lawyer papers . He gave me the number to the lawyer , no answer . This is so embarrassing , I have the $2300 now and they wont let me pay and giving me the run around .

  Business response

  10/27/2023

  This matter has been sent to our local attorney. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial date of inquiry April 7th, started the application process and was told and *** letter was applicable for this apartment complex. On April 18th we were told our therapist was not valid because they are not licensed in IN. I replied that they were and provided their IN licenses to practice number. On April 20th they responded with the therapist needs to be licensed and practice in IN. We proceeded to seek out a new therapist as well as reach out about the companys policies for an *** letter and what it requires. ****** the property manager stated that they do not release that information on May 19th. On may 23rd we were told that our new therapist is not credible because she is not a DO, MD, PA, LCT or APRN. This is our therapists credentials: ************************, MSW, LCSW, LCAC. This is a direct quote from the therapist I am qualified and licensed as a therapist (as a Licensed Clinical Social Worker ) to provide a diagnosis and to be able to indicated a client's reliable disability. Secondly, my practice is a virtual practice with a physical address. I am registered as a LLC doing business in Indiana. I am a licensed therapist which is a LCSW (Licsense Clinical Social Worker). which meets the aforementioned HUD/ *** requirement in Indiana. See link: ****************************************************************; and refer to page 3. This apartment complex cost myself $599 dollars due to stating that they would accept our *** letter prior to completing their application then repeatedly denied our *** letter even with a qualified medical professional.

  Business response

  08/30/2024

  Hello....I spoke with ******************* at BBB yesterday to reset a password as the person who handles these requests (*************************) is no longer with us.

  In response to this complaint, on August 18, 2023, a refund check of $350 (ck#******) was sent to **************. We agreed to return her money.  Please close this complaint.

  Thank you.

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

  Office Manager

  Business response

  09/05/2024

  Hello....I spoke with ******************* at BBB yesterday to reset a password as the person who handles these requests (*************************) is no longer with us.

  In response to this complaint, on August 18, 2023, a refund check of $350 (ck#******) was sent to **************. We agreed to return her money.  Please close this complaint.

  Thank you.

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

  Office Manager

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ************************* I am filing this complaint because of my leasing office.I have been living here for the last 4 years and never miss payments. During February of ********************************************************* my master bedroom, they did come out and fixed at that time they never ask me for money and later in March I have the same problem in the second room. When the contractor come in he told me that it's just water sinking from outside, he didn't fixed anything and said he will report the issue to them. After that the apartment want to charge for previous repair i only find out because I was there to report a water leak from the toilet.They never talk to me about **** and when they told me I declined the payment and told them I don't hold a mortgage on the apartment. I just think they want to terminate my lease because when I make the payment for the rent they send that toward the bill and keep send me notice to vacate the apartment. They don't want to take they responsibility by saying I didn't reported the issue earlier but I did as soon as I found out.

  Business response

  06/15/2023

  Hello ******************,
  
  Thank you for being a valued resident of Scarborough Lake Apartments for the last four years!
  
  On 2/2/2023, you reported to our office a mildew-like substance in your master bedroom. Our team went to address that the same day and found it to be a severe issue located only in the master bedroom.
  
  Upon arrival, we found only the master bedroom to be extremely humid due to a space heater that was running only in that bedroom and the bedroom door being closed. It was determined that the result of the high humidity and lack of air flow to the rest of the apartment was the cause of the issue. 
  
  Because of the severity of the issue, it resulted in us having to hire an outside contractor to perform a mold remediation. Since the issue was noticeably severe, due to improper moisture conditions in the apartment, and was not previously reported to our office, this was why we charged the amount for the remediation to you. 
  
  Per the lease agreement, residents are to report this to the office at the first sign. Residents are also supposed to keep the climate and moisture at reasonable levels. 
  
  I have attached a copy of the Mold Policy from your lease which you have signed. It also states if those conditions are not followed, the resident is responsible for any damages sustained.
  
  We were also in contact during this time, and I even offered hotel accommodations while the work was taking place. You declined and said you already had a place to stay during this time. 
  
  I also spoke with you more than once and offered a payment plan for the outstanding balance for the remediation charges. However, you declined. 
  
  I am more than happy to meet with you again if you would like to get in a payment plan to pay off the outstanding balance.
  
  I look forward to hearing from you. Have a wonderful day!

  Customer response

  06/20/2023

  The company didnt addressed the issue properly, I will highlight one or more reasons why I said that.

  First, the mold build from outside to inside. There is a contractor that come out to the apartment I live in for repair and told me that the humidity is coming from outside that he cant do anything about it. I reported the mold as early as it was visible. Moreover the second room also built the mold. I always have the air on.

  Second, I am in the basement the windows are at the same level with the dirt and I have the support pictures. Anytime it's raining, I always spend my time cleaning the windows, I have always complain about that, saying this occur because of air circulation that's not true and they never offer me a hotel accommodation. If they have any proof of what they are saying it should be better. I usually have a water leak from the toilet, as soon as it happens I always report ,any time their technician comes and fix the issue, when he brings the dryer fan(portable blower) to dry the water, leave it on for some hours. If I didnt said anything he will leave the air blower for three days. They are not the one who pay my light bill, I never have issues with that. I served in the military with honor. I keep the apartment always clean so I did things right over 4 years now.

  Thirdly, I didnt violate any policy I report things on time. Why will they want me to pay for their apartment repair and only says that when the second bedroom got attacked by the mold. If they were saying the truth why will they wait two months before they talk to me about bill.

  Lastly I dont think business like this supposed to operate. The problem I am talking about is, if its now they want to do a proper repair they should just find me accommodation and do a proper repair instead of trying to terminate my lease by any means. The reasons I am saying that is all apartment around me got raised in price so they are creating all this to terminate but anyway we will see.

  Business response

  06/30/2023

  Hello ******************,
  
  We are so sorry for the frustration you are experiencing. Can you please refer to section #** on your signed lease. This outlines your responsibilities to report maintenance issues in your apartment home. 
  The incident you are referring to, would have happened over a longer period of time. Yes,you notified the office, however, the damage of the mold had already been present for sometime. 
  The office has offered you two different payment plans on several occasions, and to this day, we have not received the signed payment plan agreements, or an attempt to resolve this balance.
  All payments made previously, have only been applied to your monthly rent. Thus leaving an ongoing open balance for the damages that have been charged. We appreciate your residency with us, and would love to get your open balance resolved. 

   

  Customer response

  07/06/2023

  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. 
  
  the company  didn't  address  the issue of the dispute, refer to section  #**

  I mentioned the mold issue  as earlier I saw it and their contractor also said this is occurred because of humidity due to rain.
  the mold  has not been present for sometime.i am still  not accepting  that charge.
  Regards,
  
  Herve Houngbo

  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Day,My name is *********************. I live in Apartment #*** of Timbers Apartments in **********, ** *****. along with my girlfriend, *******************. Our address is *********************************Today, March 30, 2023, Ive received a second notice of a lease violation on the basis of loud noise. The apartment owners claim that multiple residents have filed sound complaints specifically against my apartment because of loud drumming. I want to start off by saying that each time loud drumming was reported, I was asleep or winding down to sleep, cleaning litter boxes or whatever other chores needed to be done. I go to work at 8:30 in the morning and I usually wake up at 7:00 AM. I havent played my drums since closer to January. My apartment is NOT the source of the noise, especially ever since the first lease violation which I have paid the fee for and made up for.We moved here back in November of 2022. I played my drums only a couple times back in December and got a sound complaint then, and since then I have not touched my drums whatsoever. I have completely complied with lease rules since then and I intend to continue being a good neighbor for the rest of my lease, as is stated in the lease. Along with that, I was told that the times cited were between **** at night. My girlfriend and I always go to bed at or around 10:00 p.m, as both of us have early shift jobs and need to be up early. I have a few people that can confirm that we are pretty tight with our sleep schedule. The sounds being complained about are not originating from us or my apartment whatsoever, and this constant targeted harassment is causing distress in our lives for no good reason. I want to find out who is making the noises as bad as anyone, if said noise even exists. I have always complied when asked and will continue to do so. The manager claims to have concrete proof that the drums are coming from my apartment, and I have yet to see said proof. I want to see concrete evidence, not circumstantial.

  Business response

  03/31/2023

  Good afternoon ****,
  
  As we previously discussed on the phone and in person on March 30, 2023, I stated that I could not give you any specifics names on who was reporting the noise issues, but it had been several different residents that had brought the noise issues to our attention.  Per your statement of "My apartment is NOT the source of the noise, especially ever since the first lease violation which I have paid the fee for and made up for."  We did not charge you a lease violation fee as it states that we can charge a fee, nor have I charged a lease violation fee for the second complaint letter dated March 30, 2023.  I do want to address your statement that you mentioned in your complaint "The manager claims to have concrete proof that the drums are coming from my apartment," During our conversation on the phone and in person, that statement was not made by myself.  If you have any additional questions or concerns, please fee free to contact me at The Timbers office.

  Thank you, 

  Customer response

  03/31/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A note was place on my SUV on 12/12/2022 late night and I went to ****** of ***** Vehicle that is location in ************ to purchase a temporary permit on 12/14/2022. Was told by the agent at ****** of ***** Vehicle to place the paperwork in my back window so it can be seen. Place the paper work in the back window and a picture was taking to show proof. My SUV was towed on 12/16/2022 late night and permit don't expire into 01/14/2023 and charge me ****** in cash to get my SUV back. At 7:35am talk with a **** (owner of towed company) about my SUV being towed he said that Brick Shire Apt said to towed the tuck because they don't towed vehicle without talk with the office, now the office is close after 6:00pm so who did **** talk with don't know. Call the office at 10:30am talk with ****** property manager that my truck was towed and it should have never been towed. ****** said that she was going to call the towed company to have them to release the truck without fee's but that never happen. Call ****** back and I was told that she going to call ****** is the owner of the ****** company. ****** said that she talk with ****** (owner) he told her it was part of their faut that they towed the truck and the owner of the vehicles still have to pay ****** that is his discount because his towed is ****** for towed. I have receipts to show proof that I had to pay to get my truck back. I have never been so upset when I wake to see that my vehicle was not outside and I need a refund asap.

  Business response

  12/20/2022

  Good afternoon ******************,

   

  I appreciate your time and understanding as we work through this matter. We have spoken about this a few times since the vehicle was towed from the community, and I again want to express our apologies for the circumstances surrounding this situation. 

   

  At this point in time, you and I have discussed options to work towards a solution that would satisfy your concerns. I have offered to reimburse you for the cost of what you had to pay to the tow company to release your vehicle.  

   

  As we work towards a solution in a timely manner, we will continue to communicate in order to solidified your concerns and address your reimbursement of the towing cost. 

   

  If you have any questions, please feel free to contact me to discuss further.  

   

  Again, I greatly appreciate your time and understating & look forward to making things right with you. 

   

  Thank you, 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at the Waterfront Apartments complex run by Edward Rose of Indiana LLC. I've been a resident for little of 3 years.On 8/21 - I put in a maintenance request to replace my bedroom window blind, as it had come off and blown away during a storm.On 9/14, I personally had to follow up because I had 0 communication from the staff in the front office. I requested to terminate my lease if they wouldn't be helping me, but was met with excuses on how they were short-staffed, there were tons of requests in front of me. We exchanged some emails back and forth, but no resolution was met.I hadn't received any communication or updates from the apartment complex, but I left them ******** messages about my unhappiness, and even exchanged a phone call over.On 11/7, I put in another maintenance request for the same thing. I had to open our windows to bring in air flow, as we were experiencing issues with our HVAC system, and wanted to keep energy costs down. We have bugs and leaves in our bedroom from the window being cracked. Again, I was met with excuses, and no solutions. I was told they were "on backorder" with no update.In November, someone did come to my apartment complex and "measured" the window for the screen, but nothing was installed, and there was no update to me about a timeline or resolution.On 12/13, I have left another message for the apartment complex due to a lack of communication, update, or customer service.

  Business response

  12/15/2022

  Good afternoon ******************,
  
  We appreciate your thoughtful response on December 14, 2022 to our recent email from our property manager at Waterfront in regard to the maintenance concerns that you have been experiencing over the past several months.
  
  It is never our intention to make our residents feel not valued, and we want to work quickly together to address your window screen and HVAC repairs and any other items that need our attention. We do not think your requests are unreasonable and will take care of these for you within the next week as your schedule allows.
  
  We will be working hard with our onsite team to ensure a quick resolution, and our property manager will be in touch with you again shortly via phone call and follow up email.
  
  Thank you.

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