Complaints for BK Management in West Lafayette, IN

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against BK Management

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8/1/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/8/2024

My air conditioner was leaking. They came out to fix that. After he fixed the leak within less than a week it stopped working. The cool air was no longer cool. And it was running for no reason. On Saturday I filed a maintenance request. I assumed they would not see that until Monday. I did not follow up on Monday, as I assumed they needed some time to review the request. Tuesday I followed up with the company. They filed a new maintenance request. So now two request have been filed for this one instance. Wednesday I called the company as nothing has been addressed. Right before holiday weekend they said they would send someone out that day. At 2 o'clock I got a call from two maintenance people. They had no key to get into my apartment so it would have to wait until Friday. So now I have 48 hours with no air conditioning and no emergency maintenance will work on my request. Resolution Sought They need to fix the air conditioning. And I expect a refund of sorts for electric that has been running while they've refused to fix it, as well as the days that I spent at a different location as I could not stay in my 85+ degree apartment.

3/4/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/26/2024

Office staff refuses to fix anything in the dwelling, was without running water several times longest lasted a week. Tenant has reached out to management and was told there was nothing they could do. I have been threatened to be taken to court because I refuse to let them do tours to show to other potential tenants outside of my schedule, my lease is not up until April but they listed and have started showing while I'm still living there. I've had random people knock on my door and meet me in my driveway when they fail to keep appointments I have expressed I don't feel safe anymore as I am a single woman living alone. Was told to call the police and they would not take the listing down. Staff has been very rude, not helpful and or easy to deal with I feel harassed as they have sent messages to my phone for the past week with threats, lies, and adding extreme mental distress. I have express that I'm currently being treated for an autoimmune disorder and fibromyalgia and all of this has cause issues with my health. I feel like this has all occurred because I choose not renew my lease after all that has happened 2 days after I said i would not be renewing the listing was posted and I've been harassed and badgered ever since. Resolution Sought Follow through with repairs, provide current tenant time to leave the property or closer to time to leave to show the unit.

Company Response

2/27/2024

It is common practice for units to be posted 60-90 days prior to the lease ending. This ensures that there will be no more than a two week window of the unit being unoccupied. It is standard practice that when someone does not renew, we list the unit and get it leased for after the current tenants move out date. All of these details are outlined in the lease. The random people who are showing up are not connected to BK Management. They are simply people who have seen the listing, are curious, and stop by to see the unit without the service of BK Management. This is when the tenant has been instructed to contact the police. There is nothing BK Management can do to prevent the general public from driving by or stopping by a unit that is listed on public sites. The tenant has continued to email multiple people within the company to try and get a different answer but the answer is the same each time. I do not feel anyone has been rude or unhelpful, it is just that the tenant is not hearing what she wants to hear. The tenant wants answers regarding maintenance from the leasing agents in the office. Unfortunately, they do not work in the maintenance department and are unable to assist. The tenant has been educated on how to reach maintenance directly and how to go about placing work orders, if the need be. She was without running water twice due to frozen pipes. She did not leave water running or ensure cabinet doors were open so that the heat could reach the pipes. Several emails were sent instructing tenants to follow certain protocols when the temperatures drop. We were at the unit the same day she placed the maintenance request. Space heaters were put in place, however, it takes time for pipes to thaw once frozen.

Customer Rebuttal

2/27/2024

I have contacted maintanance serveral times and the office and was told multiple times that email would be sent to managers of both the office and maintainance. they still have not return calls or emails i also sent several emails to the office that were not anwered until i filed a complaint. i did open cabinets and leave water running during both cases and i have actually been without water three time because the first time it froze for 4 days unthawed when they responded to my call and froze again the next day for 3 days i also called emergency then and calls were ignored. the pipes froze again a week later still calls were ignored. i have made the office and maintanance aware of the situation and still nothing has been done. I understanding that this is two different departments but i also pay rent and feel as if it not my job to determine or figure out who is resposible to do repairs to the property. it also goes with out being said that it states in my lease that it is my responsible as the tenant to report items that need repaired and the landlord at the least provide the bare minium of access to running water.

Company Final Response

2/29/2024

I do not see any evidence that we ignored or did not respond to your submitted maintenance requests. It appears that we addressed them in an appropriate amount of time, however, thawing pipes takes time. We have no control over the weather. We cannot snap our fingers and unthaw the pipes. It is a process. Please understand that maintenance is set up to classify priorities. With 2100 properties, it is unattainable to expect that the maintenance department can personally respond to any and all tenants that want direct communication from them. It is also not attainable for us to work with the tenants schedule, which you routinely request. 99 of the time maintenance is out in the field working on maintenance requests, not checking emails and answering questions about nonemergency matters. For instance, you put in a request for the shower handle leaking. You were contacted and we found out that it only leaked when in use and was flowing into the drain. This is not an emergency or even a priority since it is not causing damage or interferring with your habitation in the slightest. It will be addressed just as everything else is- in matter of importance.

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BK Management complaints