Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/03/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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. They have relocated us to another unit on a different property. They have kept my same rate for rent and given me an extra bedroom. They have also given me $600 in ****** gift cards. Thank you for your assistance.ionally, I was shown a unit with a balcony but was placed in a bottom-floor unit by the trash. I can’t open my window due to poor conditions, and from September 2nd to 15th, a homeless man was sleeping outside my window, causing discomfort and safety concerns.
  
  I am requesting a full refund of my security deposit and 64.5% of first month’s rent, and I seek assistance in potentially terminating my lease due to these issues.
  
  Sincerely,
  ******** * ***** ***** ********

  Business Response

  Date: 10/15/2024

  Dear ********,
  Thank
  you for taking the time to express your concerns regarding your apartment at
  *** ***** ****** ******* We deeply regret the inconvenience and discomfort you
  have experienced during your time with us, and we want to assure you that your
  concerns are taken seriously.
  Each
  issue that you brought to our attention has been carefully investigated and
  addressed by our team. We understand the seriousness of your situation and have
  taken steps to resolve the concerns to the best of our ability. These included
  multiple pest control visits to combat the roach infestation, offering free
  parking, providing Amazon gift cards, and most recently, extending the
  opportunity for you to transfer to another unit which you accepted.
  While
  we deeply empathize with the challenges you’ve faced, we believe that the
  measures taken reflect our commitment to addressing your concerns and ensuring
  a satisfactory resolution for both you and your roommate. Nonetheless, we
  sincerely apologize for any distress caused during this time and are open to
  continued dialogue should you wish to discuss this matter further.
  Thank
  you for your understanding, and we hope to continue to work with you toward a
  positive resolution.

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a 3 bedroom apartment lease with Smile for the 2023-2024 school year. At the time myself and my roommates paid a non refundable deposit of $250/each to cover any normal wear and tear damage and cleaning at the time our lease ended. The point of that deposit was that as long as nothing in our apartment was drastically damaged we would not be charged anything, as the $750 would cover any necessary repairs and/or cleaning.
  We received an invoice from Smile on 9/2/24 stating that we owed $105 in wall painting fees to our apartment as part of the move out. This is 1. inaccurate 2. would be considered part of normal wear and tear if it actually was true 3. not substianted with proof. The photos they sent back show a very clean apartment at move out and there is only a brief note saying one wall needed to be painted, and it did not include a picture of said damage.
  We have written three emails (one to the main business email and two to the assistant property manager) asking for the invoice to be dismissed since we paid the nonrefundable deposit at the start of the lease. (they will only accept written requests, no phone calls). We have not heard anything back in regards to this except one response saying they are very busy and will get back to us. I am frustrated with the lack of communication, the dishonest attempt at getting more money from us, and the fact that they threatened collections if we do not pay. We took great care of our apartment and the pictures are proof that, as well as the whole point of paying a nonrefundable deposit was to avoid situations where we would be billed at the end of our lease.

  Business Response

  Date: 10/07/2024

  Thank you for sharing your experience. We're sorry to hear about the
  frustration this has caused. Unfortunately, we were unable to locate your
  account in our system, which is why we'd love for you to reach out directly.
  Please email us at **************************** so we can investigate this further.
  We
  understand how important it is to have clear communication regarding deposits
  and charges, and we want to ensure everything is handled fairly. We'll make
  sure your concerns are addressed promptly once we hear from you. Thank you for
  your patience.

  Business Response

  Date: 11/08/2024

  Hello, we worked with the resident regarding these issues and have assessed and removed charges to the resident's satisfaction. If there are any issues we can address further please email our team at ****************************.