Complaint Details
issues since january 2021 and before as well as ongoing...Sharp Rent Hike (860 to over $1200):Opaque Rent Structure and Potential Unfairness:Unreasonable Residency Denial and Lack of Transparency: A Pattern of Bias?Pattern of Denials for Specific Demographics:Unreliable and Potentially Unhealthy Pool and Hot Tub: A Breakdown of Resident Concerns Frequent Closures and Lack of Communication:Suspected Water Quality Issues:Health and Safety Concerns:Safety Hazards and Inadequate Upkeep: A Recipe for Trouble at Romaine Village Manufactured Home Park Overgrown Landscaping and Structural Risks: Inadequate Lighting and Potential Crimes:Limited Staff Availability and Emergency Concerns:Unprofessional Communication and Resident Frustration:Unfair and Unhygienic Waste Management Practices: A Breakdown of Issues at Romaine Village Manufactured Home Park Limited Recycling and Potential Profiteering:Inefficient and Unhygienic Garbage Collection:Neglected Yard Debris Collection and Safety Concerns:Unusable Recreational Facilities and Potential Discrimination: A Broken Promise at Romaine Village Manufactured Home Park Limited Access and Unfulfilled Expectations:Potential Discrimination and Lack of Inclusivity:Water System Issues and Unprofessional Management: A Cause for Concern at Romaine Village Manufactured Home Park Unannounced Water Shutoffs and Communication Breakdown:Suspected Poor Water Quality and Health Risks:Irrigation Leaks and Unfair Responsibility Shifting:Harassment and Unprofessional Conduct by Staff: A Hostile Environment at Romaine Village Manufactured Home Park Targeting Children and Discriminatory Profiling:Privacy Violations and Intrusive Behavior:Threats, Intimidation, and Manipulation:Selective Rule Enforcement and Unfair Treatment:Unethical Practices and Non-Compliance with Regulations: A Neglected Community at Romaine Village Manufactured Home Park Ignoring Occupancy Limits and Safety Concerns:Chronic Understaffing and Maintenance Issues:plus much much more
Desired Outcome/Settlement
Desired Settlement: Other (requires explanation) See attached for all regarding...
Message to the Business on Tuesday, May 28, 2024
Phillip Hoon
Romaine Village 19940 Mahogany St
Bend OR 97702
Dear Phillip Hoon:
Better Business Bureau received a complaint about your business. The complaint was submitted on 5/28/2024 and was assigned an ID of 21769400. This may be your first, or it may have been some time since your last, but we wanted to take this opportunity to share with you how our process works and the service we provide.
BBB understands there are many sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your customer and to rebuild the trust that first brought you together in this transaction. BBB seeks to help businesses and consumers resolve their disputes, whether or not they are accredited with BBB.
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 10 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint” link located on the left. All responses will be copied to the complainant.
What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. The more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand the complaint content and your response will be publicly posted on BBB’s website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response?
If you do not respond promptly to this complaint, it may be closed as unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers.
What can I expect to happen next?
Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and did it do everything it could have reasonably been expected or responsible to do to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Jessica H
Resolutions Coordinator
Jessica.h@thebbb.org
CUSTOMER EXPERIENCE INFORMATION
Customer Information:
Jennifer Johnston
61070 Winter Park Ln 202 Bend, OR 97702
Daytime Phone: (541) 678-1522
E-mail: jennifer.m.hutt@outlook.com
The details of this matter are as follows:
Complaint Involves:
Repair Issues
Customer’s Statement of the Problem:
issues since january 2021 and before as well as ongoing...Sharp Rent Hike (860 to over $1200):Opaque Rent Structure and Potential Unfairness:Unreasonable Residency Denial and Lack of Transparency: A Pattern of Bias?Pattern of Denials for Specific Demographics:Unreliable and Potentially Unhealthy Pool and Hot Tub: A Breakdown of Resident Concerns Frequent Closures and Lack of Communication:Suspected Water Quality Issues:Health and Safety Concerns:Safety Hazards and Inadequate Upkeep: A Recipe for Trouble at Romaine Village Manufactured Home Park Overgrown Landscaping and Structural Risks: Inadequate Lighting and Potential Crimes:Limited Staff Availability and Emergency Concerns:Unprofessional Communication and Resident Frustration:Unfair and Unhygienic Waste Management Practices: A Breakdown of Issues at Romaine Village Manufactured Home Park Limited Recycling and Potential Profiteering:Inefficient and Unhygienic Garbage Collection:Neglected Yard Debris Collection and Safety Concerns:Unusable Recreational Facilities and Potential Discrimination: A Broken Promise at Romaine Village Manufactured Home Park Limited Access and Unfulfilled Expectations:Potential Discrimination and Lack of Inclusivity:Water System Issues and Unprofessional Management: A Cause for Concern at Romaine Village Manufactured Home Park Unannounced Water Shutoffs and Communication Breakdown:Suspected Poor Water Quality and Health Risks:Irrigation Leaks and Unfair Responsibility Shifting:Harassment and Unprofessional Conduct by Staff: A Hostile Environment at Romaine Village Manufactured Home Park Targeting Children and Discriminatory Profiling:Privacy Violations and Intrusive Behavior:Threats, Intimidation, and Manipulation:Selective Rule Enforcement and Unfair Treatment:Unethical Practices and Non-Compliance with Regulations: A Neglected Community at Romaine Village Manufactured Home Park Ignoring Occupancy Limits and Safety Concerns:Chronic Understaffing and Maintenance Issues:plus much much more
Desired Settlement:
Other (requires explanation)
See attached for all regarding...
]
Message to the Consumer on Tuesday, May 28, 2024
Jennifer Johnston
61070 Winter Park Ln 202
Bend, OR, 97702
Dear Jennifer Johnston:
Thank you for contacting Better Business Bureau. This message is in regard to your complaint submitted on 5/28/2024 against Romaine Village. Your complaint was assigned ID 21769400.
Your complaint has been sent to the business for their response. Once they have responded to BBB, we will contact you again. In the meantime, if the complaint becomes resolved please inform us in writing. Please remember that copies of your future correspondence will be sent to the company as well.
If you are interested in receiving updates on the latest scams BBB is following, please visit https://trust-bbb.org/torchtalk/ and subscribe.
Sincerely,
Jessica H
Resolutions Coordinator
Jessica.h@thebbb.org
Message to the Business on Saturday, June 8, 2024
Phillip Hoon
Romaine Village 19940 Mahogany St
Bend, OR 97702
Dear Phillip Hoon:
BBB recently notified your business about the above referenced complaint; we have yet to receive a response. Please review this notice and respond within 7 calendar days. All responses will be copied to the complainant.
For your reference, the complaint was submitted on 5/28/2024 and was assigned an ID of 21769400.
Failure to provide a response within the requested time frame will have a negative impact on your BBB Business Review and rating.
THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION OR USE INAPPROPRIATE LANGUAGE IN YOUR RESPONSE. BBB MAY EDIT YOUR RESPONSE TO REMOVE PERSONALLY IDENTIFIABLE INFORMATION AND/OR INAPPROPRIATE LANGUAGE.
BBB thanks you for your prompt response.
Sincerely,
Jessica H
Resolutions Coordinator
CUSTOMER EXPERIENCE INFORMATION
Customer Information:
Jennifer Johnston
61070 Winter Park Ln
Bend, OR 97702
Daytime Phone: (541) 678-1522
E-mail: jennifer.m.hutt@outlook.com
The details of this matter are as follows:
Complaint Involves:
Repair Issues
Customer’s Statement of the Problem:
issues since january 2021 and before as well as ongoing...Sharp Rent Hike (860 to over $1200):Opaque Rent Structure and Potential Unfairness:Unreasonable Residency Denial and Lack of Transparency: A Pattern of Bias?Pattern of Denials for Specific Demographics:Unreliable and Potentially Unhealthy Pool and Hot Tub: A Breakdown of Resident Concerns Frequent Closures and Lack of Communication:Suspected Water Quality Issues:Health and Safety Concerns:Safety Hazards and Inadequate Upkeep: A Recipe for Trouble at Romaine Village Manufactured Home Park Overgrown Landscaping and Structural Risks: Inadequate Lighting and Potential Crimes:Limited Staff Availability and Emergency Concerns:Unprofessional Communication and Resident Frustration:Unfair and Unhygienic Waste Management Practices: A Breakdown of Issues at Romaine Village Manufactured Home Park Limited Recycling and Potential Profiteering:Inefficient and Unhygienic Garbage Collection:Neglected Yard Debris Collection and Safety Concerns:Unusable Recreational Facilities and Potential Discrimination: A Broken Promise at Romaine Village Manufactured Home Park Limited Access and Unfulfilled Expectations:Potential Discrimination and Lack of Inclusivity:Water System Issues and Unprofessional Management: A Cause for Concern at Romaine Village Manufactured Home Park Unannounced Water Shutoffs and Communication Breakdown:Suspected Poor Water Quality and Health Risks:Irrigation Leaks and Unfair Responsibility Shifting:Harassment and Unprofessional Conduct by Staff: A Hostile Environment at Romaine Village Manufactured Home Park Targeting Children and Discriminatory Profiling:Privacy Violations and Intrusive Behavior:Threats, Intimidation, and Manipulation:Selective Rule Enforcement and Unfair Treatment:Unethical Practices and Non-Compliance with Regulations: A Neglected Community at Romaine Village Manufactured Home Park Ignoring Occupancy Limits and Safety Concerns:Chronic Understaffing and Maintenance Issues:plus much much more
Desired Settlement:
Other (requires explanation)
See attached for all regarding...
Additional Comments from Consumer:
Message to the Consumer on Friday, June 14, 2024
Jennifer Johnston
61070 Winter Park Ln 202
Bend,OR 97702
Dear Jennifer Johnston,
This message is in regard to your complaint submitted on 5/28/2024 against Romaine Village. Your complaint was assigned ID 21769400.
BBB has received a message from the business regarding your complaint. Please review this information below and respond within 7 calendar days as to whether it is acceptable or not. All responses will be forwarded to the business for their review.
Next steps if the response is acceptable:
Please submit your response within 7 calendar days to avoid closure of the complaint as assumed answered.
If it requires more than 7 days to complete, the case will be closed assuming the business will follow through.
When the resolution is completed or if the business fails to complete it, please send us the update by email at
Jessica.h@thebbb.org with your case ID number 21769400 to update the status of your case.
Please note: THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your response to remove personally identifiable information and inappropriate language.
Sincerely,
Jessica H
Resolutions Coordinator
Jessica.h@thebbb.org
MESSAGE FROM BUSINESS:
Att Jessica:
Resolutions Coordinator:
This is in response to your letter regarding Romaine Village MHP. I am the manager, Alejandra Zuniga. Thank you for your letter. We take all these complaints seriously. We will need more time to respond constructively in writing to the Better Business Bureau.
We wish to investigate these as your letter is the first communication we have received from a resident who may be dissatisfied with Romaine Village in many years.
Thank you for bringing this matter to our attention.
Regards,
Alejandra Zuniga
Sent: 6/14/2024 7:31:26 PM
From:
JENNIFER johnston
To:
BBB Great West + Pacific
Subject:
I do not accept the response made by the business to resolve this complaint
This message originally read on 6/14/2024
Complaint: 21769400
I am rejecting this response because:
We, the residents of Romaine Village Manufactured Home Community and Homeowner's Association (HOA) in Bend, Oregon, are writing to express our ongoing concerns regarding the substandard living conditions within our community. These concerns were previously brought to the attention of the Better Business Bureau (BBB) on May 28th, 2024, and unfortunately, the issues remain unresolved.
The lack of response from both the BBB and Romaine Village management compels us to seek legislative intervention. A recent news article highlighting these issues also went unaddressed by park management, further demonstrating a pattern of neglect.
Our residents face a multitude of problems, including:
Inoperable amenities: Advertised amenities such as pools and recreational facilities are unusable due to inadequate maintenance and potential safety hazards.
Safety deficiencies: Overgrown vegetation, insufficient lighting, and staffing shortages create a dangerous environment for residents.
Unsanitary conditions: Unreasonable recycling restrictions contribute to overflowing bins and unsanitary conditions throughout the community.
Unethical business practices: Disregard for occupancy limits, lack of standardized lease agreements, and potential fair housing violations based on ethnicity or income are serious concerns.
Unresponsive management: Unprofessional responses to resident concerns and a disregard for responsible water management are commonplace.
HOA mismanagement: Failure to utilize HOA fees for resident upkeep suggests potential misuse of funds and prioritizes owner profit over resident well-being.
These issues not only compromise the basic safety and health of residents but also represent a pattern of neglect and potentially discriminatory practices on the part of Romaine Village management. Empty promises and the burden placed on residents to fix issues themselves are unacceptable.
We believe the current system inadequately protects residents of manufactured housing communities. To ensure their safety and well-being, we urge you to consider the following legislative actions:
Enhanced oversight: Implement a system of regular inspections and enforcement of existing regulations concerning safety, maintenance, and resident rights within manufactured housing communities.
Standardized lease agreements: Develop and enforce standardized lease agreements that offer clear resident protections and ensure transparency from management.
Strengthened fair housing protections: Enact stronger enforcement measures to prevent discrimination based on ethnicity, income, or other protected characteristics.
Resident empowerment: Establish clear communication channels for residents to report concerns and access resources to address management issues effectively.
We are confident that collaborative efforts can establish stronger legislative protections for residents of manufactured housing communities throughout Oregon. We welcome the opportunity to discuss these concerns in more detail and explore potential solutions with you at your earliest convenience.
Thank you for your time and consideration.
Sincerely,
Jennifer Johnston