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The Vanguard of Polaris complaints

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8115 Worthington Galena Road
Westerville, OH 43081 | Get Directions

(614) 433-0021

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against The Vanguard of Polaris closed in last 3 years.

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

1 complaints against The Vanguard of Polaris

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6/22/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: Amount Settled: $0.00

Customer Complaint

6/12/2023

Heat never works, the over 2 years I have lived here 3 times have been without heat all 3 winters and not just heat but my gas entirely being shut off which includes gaving no heat, hot water or a stove. Every summer the AC doesn't work and they refuse to change the AC unit so me and my child liver in miserable temperatures in summer and winter. Due to the gas issues my son has had to stay at other peoples hone during the time of my gas being shut off because the leaks and everything being shut off are super unsafe for a child. My water heater was so bad and complaint about more than once without replacement until finally it caught fire. The people that work in the office only treat people like trash if anything is complained about when paying over 1700 in rent and they act like nothing should be a concern, half of the staff lives here and create personal relationships with tenants and then if you complain about antyhing, you are treated horribly and it's very unprofessional, I don't think staff should be allowed to live within their workplace because they make everyhing so unprofessional. Resolution Sought Refund of 2 months rent due to no heat or AC in my apartment 3 winters and summers in a row. Or allow me to break lease early to move somewhere that treats be better.

Company Response

6/12/2023

Company states; The resident has not gone without heat over the past two years. There have been some work orders put in regarding the heat but each one has been completed within 1-2 business days. The AC is working and has been working. Again, there have been some work orders put in by the resident but each time they have been completed within 1-2 business days. We do not turn off gas here that is done by the gas company only and is typically done due to non-payment issues. I am not sure what the resident is talking about regarding the "personal relationships". As for the desired settlement. The resident just resigned her lease last week after making the complaint. So, I was confused regarding the breaking of her lease since she could have put in a notice to move next month out but she chose to sign up for another year instead. The new lease has not started and if she does not want to stay another year, we cannot move forward with the new lease she just signed. Thank you, Community Coordinator The Vanguard of Polaris

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