ComplaintsforLifestyle Communities, Ltd.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Being threaten when property has dropped the *** and also has disabled ways to make payments for water bill and will not fix my stove and also a snake and etc .. **** say due on 09/28 and being threaten to be taken to court off something that is not due

  

  Business response

  09/19/2024

  Good afternoon-
  We apologize for any issues you are experiencing at our LC ************ community. We take pride in offering a comfortable and unique expierince for all of our residents. According to my notes, I don't currently see any outstanding work orders for the stove in your unit, however we would be more than happy to place that order for you and have a maintenance team member come to check it out. As far as rent and utilities are concerned, the deadlines for those are very clear and are outlined via email. If there are any outstanding questions surrounding rent and due dates I would also be happy to make sure those are understood.  Please email us directly at ****************************************************************************************************** and we would be happy to address any concerns you may have.

   

  
  
  
  

  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 19th, I went over to verify my rental agreement was fully signed since I sent a text that I did not want to sign page 10 but was not given the option to opt out. I was advised I must sign the last page to get it through their system. I advised I did not want to sign it and that if it is optional then I need the option to decline. I was told to push it through the system I must opt in then I could cancel. On page 10 of the agreement clearly states enrollment is optional and not a condition of this Rental Agreement. I contacted an attorney and they said to do a Demand Letter.The ** is not giving its residents the option to opt-out unless it's receiving a kickback from RentPlus for coercing residents to opt in which based on what I have read below leads me to believe you are. They are coercing residents to sign a document that is not a condition of their rental agreement because of their system limitation.At this time the ** is violating Tenants and my rights by coercing me to opt into a rent-plus program I don't want because I not given the option to opt-out. This is not a fair business act, and they are violating all tenants rights at this point.

  

  Business response

  07/29/2024

  Thank you for reaching out in regards to this addendum and portion of the lease.  The onsite team has reached out in regards to a way to bypass this piece of the lease agreement as well as confirmation of the opting out of this program.  Please communicate with them in regards to next steps for completion of your renewal lease. 
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint regarding unfair & potentially deceptive carpet replacement charges from my previous landlord,LC Hilliard.Upon moveout,I received a bill for a full 1stfloor carpet replacement due to "significant staining" unseen during normal use. These stains, according to them,required lifting the carpet for inspection, suggesting they were not visible during normal use. We would have noticed & cleaned them, this strongly suggests they were reversible and likely treatable with a professional cleaning. LC Hilliard offered no proof of it being permanent damage.Disturbingly,my research revealed a pattern of similar charges on past tenants' carpets. These reports suggest a systematic effort by LC Hilliard to unfairly charger tenants with unnecessary replacements, raising serious concerns about their practices and potential violation of fair housing policies,specifically regarding unreasonable charges. This unfairly burdens tenants with excessive costs, potentially exceeding normal wear and tear expectations. We take pride in maintaining a pet-free living space, & respecting our landlord,but simply refuse to pay this amount unjustly. Upon receiving the charges,I proactively offered to hire professional cleaners, a solution benefiting both parties. Despite repeated calls,my attempts to reach the manager were met with silence. Finally, today I spoke with her, explaining the situation and my concerns about a lack of transparency, she insisted the carpet had already been replaced and there was nothing we could do. Also ignoring a pre-existing ceiling leak that could have caused the stains,a leak they were clearly aware of upon move-in and failed to address.LC Hilliard's actions were unfair and lacked transparency. I request the BBB investigate their practices & help me reach a fair resolution.My ideal outcome is for LC Hilliard to reconsider the charges and credit me for the difference between a full replacement & a professional cleaning service

  

  Business response

  07/17/2024

  Thank you for providing your feedback and concerns ****. We are willing to discuss further if you would like to speak to the leasing office regarding the situation. The carpet charges were $860. It was explained that the total charges to you as the resident were not the total cost of replacement and that the $860 was a proration of the 5 year lifespan of the carpet. The carpet in the home was last replaced on 3/13/23, the prorated amount due is the charge back of the 3.75 years left on the lifespan. Photos of the staining were also provided to you with your Financial Move Out Statement.  Unfortunately, as also explained, once keys are turned in to the office and the lease has expired, possession is given back to LC Hilliard and residents can no longer enter the home, at this point in the process we would not allow the resident to hire their own vendor to clean. We deemed the carpet not savable and needed to replace the carpet, which was completed on July 8th. The bathroom leak was reported in 2023, and we do see the work order in the account for that issue. We are willing to discuss further if you strongly feel that some of this staining was caused by the ceiling leak and would be happy to work with you on the total carpet charges due at this time. Please let us know if you would like to discuss with the team further. 

  Customer response

  07/20/2024

  [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 accept the business's response to resolve this complaint upon further discussion with the Landlord to reach a solution that will satisfy both parties. 
  
  Regards,
  
  *************************

  Customer response

  07/29/2024

  The Company has not reached out to me again after I accepted their response. instead they have send a third notice for payment similar. Also I have emailed them last week, asking how we can discuss and reach a settlement, to which they have not replied. 

  

  Business response

  08/08/2024

  Hello, 

  We have been notified that you have been contacted by the leasing team onsite in regards to your balance and a payment plan has been put in place resolve the remaining balance. 

   

   

  Customer response

  08/12/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was lied to and mislead during signing of my lease. I heard rumors of the place selling as I did not want to sign a lease and have to move soon. Not 30 days after I signed they say I have to move out after my lease ends This is crazy and they won't let me leave now because I signed a lease these people are crooks and liars I was lead to and tricked into signing my lease and they withheld information from me that they knew . This is my life they are affecting. I believe they should allow me to break my lease with no penalty because of there lies.

  

  Business response

  06/04/2024

  We understand that the recent news regarding the property's conversion has caused significant stress, and we sincerely apologize for every inconvenience this may have caused you.

  We want to assure you that we informed all residents of the conversion within days of the decision being made internally. Transparency and communication are important to us, and we took immediate steps to keep everyone informed as soon as the decision was finalized.

  As property owners, we are within our rights to make such changes, and we are committed to ensuring that these transitions are handled with as little disruption to you as possible. We are not breaking any leases, and to support our residents during this period, we are waiving all fees for lease transfers and providing discounted lease break rates for anyone choosing to end their lease within three months of their end date.

  We value you as a resident and want to make this transition as smooth as possible for you. If you have any further questions or need assistance, please do not hesitate to contact our office. We are here to help and support you through this process.
  Thank you for your understanding.

  Customer response

  06/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21793907
  
  I am rejecting this response because: 

   

  They do not call me back and i spoke with a rep yesterday and the said they where told not to tell the residence about the sale even if they ask . Nothing but lies .

   

  i was lied to and tricked into this lease .

  i would like to move out September ***************************************************************************************** in 
  
  Regards,
  
  ***********************

  

  Business response

  06/11/2024

  Hi *****,

  After speaking with the ************** they informed us that they have spoken to you and agreed to termination of your lease per your initial request.  Any further questions in regards to vacating the community can be handled by the leasing office.

  
  Thank you. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our windows have leaked and flooded into our 3rd floor apartment 4 times. The windows are bowing in from settlement of the building. This has caused water damages to the carpet, our rug, fan, hot wheels track, couch. Their solution? Sealing the windows multiple times. The smell of dog urine and feces is all through out the 3rd floor, from a neighbor who doesn’t let his dog outside and barks constantly. The leasing office is nothing but liars and crooks who just want your money. We are now paying out our lease due to negligence. Cleaning fee is supposed to come out of our deposit but now are being charged $95 for a cleaning fee when we haven’t even moved out yet. Warning: STAY AWAY FROM THE LC PROPERTIES.

  

  Business response

  05/08/2024

  Thank you for taking the time to provide your feedback ***. We certainly understand how this situation could be frustrating.  We did in good faith attempt to reconcile the window issue each time it was brought to the team's attention.  Currently we have a service order in with a vendor partner for a full replacement of the window that is specifically leaking. While a full replacement will ultimately be great for you and your family as well as the building, we understand it can also be frustrating being at the mercy of the vendor schedule and install times. Please know we are communicating with them regularly to get them to your home as soon as possible. Regarding your neighbor and the concerns surrounding their pet, the team has been diligently working with them to rectify the issues.  The pet has since been relocated and is no longer living within the apartment home. The hallway carpet has been professionally cleaned .  We would also in good faith, would like to remove the cleaning fee as a customer service gesture.  LC of course wishes for all of our residents to be happy and comfortable within their apartment homes and we will continue to grow from any feedback given and to do our best to improve your stay with us.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Shutter is hanging by a thread since Sunday. It’s banging on the side of the apartment and also a danger to anyone walking by. The leasing office seldom answers any of my calls or emails. I have filed many noise complaints against my neighbors which i have maybe once received a response. I have begged for help and no one responds to my emails or call. The noise from both neighbors is unbearable

  

  Business response

  03/18/2024

  Thank you for reaching out and for taking the time to provide your feedback Jennifer. We are so glad to see you have renewed with ** ******* *or another full lease term and it is our sincerest hope to to make this next year our best yet. We certainly value you as a long term resident of our community.  The shutter issue has been corrected. Regarding the noise concerns and your neighbors, we have attempted to work with you and the other party multiple times over the course of their move in. We have explained to you in many instances that we sincerely do not believe this neighbor to be outside of the realm of normal daily living. Many times your concerns fall during business or daytime hours through 7pm. Each time you expressed dissatisfaction, we have reached out to them. They have always been kind and willing to try to correct any concerns you were having. We understand that everyone lives differently and carries different hour we and maybe your family hours do not align with theirs, we have offered you a transfer to another location, which you have denied as well as other options regarding how we can make your living experience better.  We are certainly here to help as much as possible and if you would like to discuss your options again, we are happy to provide them to you. For any future concerns, please contact the leasing office as they will be the best option for lease options and noise issues.

  Customer response

  03/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the shutter has been fixed but the noisy neighbor it’s has not stopped and i have emailed them 3-4 times with no response. Please help 
  
  Regards,
  
  **** *****

  

  Business response

  04/04/2024

  Good Afternoon,

  Thank you for reaching out.  After speaking with the on site team, they have confirmed they have provided options for transfer due to the noise issues as well as additional follow-up with neighbors. Any further issues with noise will need to be directed and handled via the onsite team and Leasing Office. 

  Customer response

  07/17/2024

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties. 

  
  

  Complaint Type: Service Issues
  

  Problem:
  AC broke July 2, was told they would come back and fix-never heard back. I reached out July 6 to get and update and was told it would be 2 days to get the part. I contacted the leasing office by phone and email july 10. i received and email july 13 from the leasing office the vendor would be out Monday july 15 to fix. I have received no communication today july 15.
  
  Desired Resolution: Finish the Job
  

  
  

  

  Business response

  07/22/2024

  We are sorry for the miscommunication with your A/C issues. We installed a window unit that same day on July 2nd to help while we ordered the correct parts.  Due to July 4th we were unable to order any parts from vendors until the following Monday the 8th. Our facilities manager went out on that same Monday and declared that the system was condemned. Once a system is condemned we have to schedule our multisite HVAC techs to come do the install which should have been completed Wednesday the 17th. Again we are sorry about the miscommunication and will make sure to improve our resident communication in the future.
  
  Best,
  LC Gahanna Management

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a resident of the LC Gahanna property for about 4 years now. My initial experience here was ok. In 2022 I started having problems with my electric bill being higher than normal. I have put in several work orders and maintenance has been by on several occasions. I was initially told that the furnace and outside component where not communicating and this is what was causing the issue. Due to this the electric bill was adjusted. In 2023 the issue arose again with the electric bill being abnormally high. I called the office put in a work order. Maintenance came out and looked at the furnace and told me the furnace was working properly. This was an incorrect assessment. I told the maintenance man the furnace was not working properly due the fact that the furnace was always blowing cold air, thermostat would be set on a certain temperature, furnace would never kick on/off, and thermostat never read the correct temperature it was set on. Maintenance man then tells me he is going to replace thermostat. Moving forward, I have been gone for a month and a half and my electric bill for the month of February is $407.48. This is impossible since no one lives with me and no one has been in my apartment. I have called/visited the office, left several messages and emails for the electric company to get this matter resolved. I have also called corporate on several occasions and is still waiting on a call back to get this matter resolved. Desired resolutions are to have furnace/component replaced and review of electric bills over the previous year for a credit.

  

  Business response

  03/04/2024

  Hi ******,

  We have spoken with the Leasing team and are sorry about the issues you are experiencing with your Hvac system and appreciate your patience in the matter. We have our Hvac certified multi site maintenance tech scheduled to come take a look Tuesday 3/5 to diagnose and fix any potential issues with the system. Our rep from NEP is also looking into any potential spiked usages over the past month and helping us narrow down the issue. Please feel free to reach out to ***** at the Gahanna leasing office with any further questions or concerns. 

  Customer response

  03/08/2024

  I am still waiting to hear from **** or the NEP representative regarding credit/adjustment for the high electric bill for January. Maintenance did come on 3/5/2024 to replace the outside component. 
  
  

  

  Business response

  03/11/2024

  Hello,

  Thank you for reaching out.  All discussions in regards to credits towards accounts would be handled through the Leasing Office.  I will pass along your reply and have the office reach out to you in regards to next steps. Thank you.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident of the LC Gahanna property for about 3 years now. My initial experience was ok/normal in my first unit , so when the time came for me and my young child to upgrade to a larger space, I decided to stay with the same apartment community. Ever since moving into the townhome we now occupy, I have experienced a host of issues, including a number of maintenance concerns. One issue in particular is the mold/fungus problem that I have been trying to get LC to take seriously and resolve since close to the time I moved in. My child and I have experienced a host of skin related issues that we have never experienced before since moving into this unit. I am certain that these issues are a result of whatever mold and/or fungus is in this water/pipes; the same mold/fungus that is causing the water/pipes to emit a pungent odor that I have reported to LC multiple times. The maintenance team has told me a few times to pour bleach down the drain as a ”solution.” Even though that “solution” is asinine and defies all logic, I have tried it and the only thing it does is mask the odor for a few days. We cannot even drink the “filtered” water from the refrigerator because it also has an unpleasant, moldy taste to it. My most recent maintenance request, seeking help with this matter was submitted on October 23. To date I am still waiting for the issue to be looked at, let alone resolved. This is a major health concern. I have had to spend way too much money seeking medical treatment as a result of whatever is wrong with the water running to this apartment. I have requested that a manager contact me and I have yet to hear from one.

  

  Business response

  11/10/2023

  Hello ******,

  Thank you for reaching out.  The site team has attempted to enter to fix the issue for you multiple times.  In the work orders placed, entry was denied.  Upon attempting to enter on 11/8 for a scheduled appointment our team was denied entry to the unit. We have attempted to enter to address the maintenance request again over multiple days with no answer to the door. The site team will be reaching out again today in order to schedule a time to enter the unit to rectify the issue. 

  Customer response

  11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20848966
  
  I am rejecting this response because: 

  The information reported by the business is riddled with multiple fabrications. For one, this issue has been ongoing since I moved into the apartment. Two, they attempted to contacted me twice  between 10/23 ( the date I submitted the last request for service) and 11/10. On 11/7, I received a call from maintenance about stopping by ( not 11/8). I know it was 11/7 because my child did not have school that day and I previously decided that 11/7 was the perfect opportunity for us to take an urgent trip we needed to take. The second time this business contacted me about the issue was on 11/10 and I was available for that appointment. Unfortunately, while the maintenance worker snaked my drains, his efforts DID NOT SOLVE THE PROBLEM. In fact, my bathroom smells worse than it has ever smelled.

  No, I don’t want strangers in my home while I am away. Yes, I would prefer the decency of adequately scheduled appointments for maintenance work. Yes, this issue had been ongoing since I moved in this unit. No, the issue had not been resolved to date.

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

  

  Business response

  11/17/2023

  Hi Arika,

  Thank you for your reply,the Leasing Office has communicated that they have been in contact with you in regards to the next steps with your lease and a time for a vendor to come and take a look at the request.  They will be able to address any concerns going forward.

   

  Thank you. 

  Customer response

  11/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20848966
  
  I am rejecting this response because: 

  For the sake of my and my child’s health and well-being, I have had to agree to the LC’s predatory lease early termination policy. I do not agree with the terms of the policy and seeing as how the issue is still on going, I cannot consciously say that I am satisfied with the actions the LC had taken on this matter. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I terminated my lease with LC Sobro, effective April 6, and paid all fees, rent, and was prematurely charged $180 for light scratches on the stove top that I was told if I buffed out I would be refunded. I was told that I had to pay the $180 (plus all balances) in certified funds by April 6 or I could face collections, so I did so. I believe that the light scratches are normal wear and tear and the property has refused to refund that money. I was the first tenant in a new unit and they are claiming I did not return the stove top in its original form. Any glass stove top with normal wear and tear after 15 months of use is expected to show signs of normal wear through scuffing, light scratches and a light haze. I was not negligent in use and believe it is my right to normal wear and tear on the appliance. I have included photos of the light scratches and have additional videos if necessary. I have also attached communication where I immediately contested the original assessment. They are claiming because they chose to have the glass repaired/replaced and paid for that, that I am liable to that fee. It is not a tenants responsibility to restore appliances that have been subject to normal wear and tear and it is my belief that LC is passing the cost on to me against my rights as a renter. A simple google search additionally indicates it is normal for glass cooktops tot scratch with normal wear: ****************

  

  Business response

  05/01/2023

  According to the site property team, the stove had scratches and scrapes beyond reasonable wear and tear anticipated upon move out. This was also pointed out to the resident during their move out meeting. 

  Customer response

  05/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19976120
  
  I am rejecting this response because: 

  I am not disagreeing they went to the stove and specifically told me I would be charged for it during walk through.

  I am disagreeing with their assessment it was not normal wear and tear — scratches on glass cooktop is normal. 
  

  We continue to disagree on this, which is what has brought me to BBB for mediation. I wish we could have settled this privately. 

  I have read another from the building  also experienced surprisingly being charged for normal wear and tear on stove as well. I attached this review. I am willing to accept that mistakes are made when a subjective assessment has to be made on something like this and accept my full deposit back but until then, I am not willing to accept that normal wear and tear on this appliance is the tenants responsibility instead of the landlords. 

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

  

  Business response

  05/23/2023

  After further reviewing the account and information, we have decided to reverse the stovetop charges and you will receive a refund in the mail.

  Customer response

  06/01/2023

  [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:
  
  So long as I receive the refund as stated by the business, I accept the business's response to resolve this complaint. Thank you for helping us reach a resolution. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are currently residents at the LC New Albany and are terminating our lease. We were provided an offer letter for new renewal rates on the lease with an offer expiration of February 18th, and the lease termination is April 8th. We filed for termination on February 17th and were told that our move out was extended to April 17th to account for a 60-day move out notice. This is misleading since the LC provided an offer letter with rates, expiration on a specific dated, and the associated move out date. Because of this, we feel that we have been mislead by management and the move out date should be back dated to original date of April 8th to avoid paying for an additional 10 days of rent. The offer letter for renewal had conflicting instructions and the practice is intentionally misleading to ensure that tenants pay an additional cost for leaving at a higher rate (as we will be charged the increased month-to-month rate).

  

  Business response

  02/17/2023

  The lease agreement and offer letter clearly state that if the resident wishes to vacate, then they must provide at least 60 days' notice. It is the resident's responsibility to determine when this date is. The offer letter (which contains a reminder about the 60-day requirement) was provided on January 19 which is more than 75 days before the 60-day notice deadline. This type of notice policy is industry standard for large multi-family apartment complexes and without such notice, we would not be able to maintain inventory, turnovers, and anticipate which units were coming online for future prospective residents. 

  Customer response

  02/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19417447
  
  I am rejecting this response because if the intention of the letter was to be transparent and assist in the decision of the resident, the letter would have also contained: A) the date which the resident must respond by for the 60-day deadline and B) the LC would provide the offer letter at 90 days notice so the expiration coincides with the 60-day notice. By staggering the offer letter, not including the response date to terminate, and highlighting specifically the offer expiration date as the primary date to submit notice, this is a predatory tactic meant to mislead and confuse tenant. The result is taking advantage of the tenant who intends to leave and forcing them to pay an additional week or more of rent at an increased rate (the month-to-month rate). 
  

  in summary, the LC punished tenants who give notice and respond prior to the deadline of the offer letter by misleading communications. The response from the LC is unacceptable.
  
  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. ↩