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:06/23/2025

  Type:Product 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 received my security deposit notice about a month after moving out (already illegal under NYS law) and received penalties for not having a vacuumed room ($100) and other miscellaneous cleaning charges ($95.83) that are falsified. I have attached pictures of my clean unit from when I moved out. This business is also attempting to charge me for rooms that ARE NOT MINE that I didn't have ACCESS to. I was just there to sublet one bedroom and have use over the common space. As you can see by my move out photos, my room and the other areas were clean. These are falsified, malicious fees meant to scam me out of my security deposit.

  Business Response

  Date: 07/08/2025

  To Whom It May Concern,
  This letter serves as Nest Communities’ formal response to the complaint submitted by Ms. ******** ****, dated June 22, 2025.
  We appreciate the opportunity to address and clarify the circumstances surrounding this matter.
  Ms. **** was a by the bed lease tenant at *** ******* *** - 401 - By The Bed - 1 | *** ******* ***, Ithaca, NY 14850. Her occupancy involved shared use of a multi-bedroom unit, where responsibility for common areas was jointly held by all leaseholders and subtenants per the lease terms.
  Per our internal documentation, Ms. **** elected to occupy a different bedroom (Room 6) than the one lease assigned to her (Room 1), without providing notice or requesting approval for this change. Because no communication was made regarding this relocation, our team was unaware of her change in occupancy, and the official move-out inspection was completed on Room 1, not Room 6. As a result, we were unable to inspect Room 6 for final condition or cleanliness. We are currently reviewing whether we have any photographic documentation of Room 6.
  Ms. **** has submitted photographs of the room she occupied (vs lease assigned), and we reviewed those in good faith to assess whether the $100 charge for failure to vacuum the bedroom should be reconsidered. However, it is important to note that the apartment as a whole—including common areas—was left in a condition that necessitated two rounds of professional deep cleaning. We maintain extensive photographic evidence of the unit’s condition at move-out to support those charges.
  Further, Ms. ****’s allegations include language characterizing our actions as “malicious” and “falsified.” We respectfully reject this accusation. Our records reflect a consistent and transparent process for deposit disposition based on documented inspections and industry-standard cleaning and repair protocols.
  To add important operational context: Shortly after Ms. ****’s move-in, she submitted repeated and escalating communications to our team alleging conditions (e.g., prolonged loss of heat) that were not consistent with documented records or service history. These messages included threats of reputational harm and legal escalation, even as our maintenance staff worked promptly to address the reported issues. While we take all tenant concerns seriously, the tone and frequency of Ms. ****’s threats strained the relationship and made collaboration challenging.
  Finally, regarding the timeline: Our records indicate that the formal security deposit disposition and refund, if applicable, were processed within the legally permitted timeframe under New York Real Property Law § 7-108. Should Ms. **** wish to provide evidence suggesting otherwise, we remain open to reviewing the dates and correcting any oversight if one occurred.
  Nest Communities remains committed to upholding the rights of our residents while ensuring that all tenants are treated equitably and in accordance with applicable lease terms and state regulations.
  Please let us know if any further documentation is needed.
  Sincerely,
  

  Nest Communities

  P.S. What Ms. **** fails to mention in her complaint is that we communicated promptly and professionally with her throughout her tenancy and deposit resolution. In good faith, and despite her deviation from the assigned bedroom, we credited her the floor cleaning charge for the room she actually occupied—an accommodation that went beyond her contractual obligation under the lease. The cleaning charges for the common areas were accurately assessed and consistent with the itemized list of turnover costs provided to her prior to move-in.
  Additionally, we have reason to believe that Ms. **** allowed an unauthorized occupant to reside in the unit with her, a violation of the lease agreement. While this matter was not formally documented, it was verbally acknowledged during the tenancy and further complicated the management of the unit. This broader context reflects a pattern of noncompliance that was managed with fairness and restraint on our part.

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the opportunity to respond to the statement provided by Nest Communities. I strongly dispute several key claims in their message and would like to clarify the facts of my tenancy and deposit dispute:
  
  1. Room Assignment and Condition
  Nest Communities claims I “elected to occupy a different bedroom without notice,” yet this is inaccurate. My partner toured the unit on my behalf before I signed the lease and communicated to the leasing agent which bedroom I would be taking: Room 6. I chose this room because it was the only one in livable condition, while the others were visibly filthy (as evidenced by Nest’s own later photographic documentation). Even so, I personally deep-cleaned the room upon move-in to make it habitable. The suggestion that Nest was unaware of this arrangement strains credulity, especially given their lack of objection at any point during my tenancy.

  
  2. Undisclosed Squatter in Unit
  Upon moving in, I discovered an unknown individual occupying the apartment, someone who had retained key code access and lived there intermittently without authorization for approximately three weeks. Nest Communities failed to disclose her presence before my move-in. During this time, I was tasked with monitoring and granting her access until she was eventually removed. Nest initially tried to charge my roommate and me for the lock code change necessitated by their failure to manage this security issue, and only reversed course after I escalated the issue by phone. This situation compromised both safety and peace of mind and was entirely outside of our control.

  
  3. Prolonged Heating Outage
  For approximately 2.5 weeks during winter in upstate New York, our apartment had no functional heating. Multiple maintenance requests were submitted and marked “in progress,” but no action was taken until I placed multiple follow-up calls and finally threatened legal escalation due to the hazardous conditions, which were noncompliant with New York State tenant law. After two weeks of inaction, Nest provided space heaters, and the heating system was not restored until nearly the third week. While they eventually waived my utility bill for one month, this was not a proactive gesture, it came only after I repeatedly contacted them without receiving responses.

  
  4. Lack of Communication
  Contrary to Nest’s portrayal of my tone as “threatening” or “difficult,” my communications were civil, factual, and focused on seeking timely resolution to legitimate concerns. I was often met with silence: calls went to voicemail, emails were unanswered, and maintenance tickets were left unaddressed. There was no established line of communication until I contacted them after my move-out regarding charges for a room I was not assigned to. That was the first time I received a timely response from their office. It is disingenuous to suggest I was difficult to work with when there was no meaningful effort made by Nest Communities to initiate or maintain communication throughout my tenancy, my unanswered call logs prove this.

  
  5. Move-Out Condition and Cleaning Charges
  I have attached photos clearly documenting the condition of the apartment at move-out, including common areas, kitchen, and bathroom. These areas were cleaned thoroughly and left in significantly better condition than they were at move-in. Despite this, I was notified of $600 in cleaning fees for the entire apartment, charges I dispute as excessive and misrepresentative of the actual condition of the apartment.

  While I have accepted that Nest Communities will likely not reverse the $100 cleaning fee for my unit, I strongly object to their implication that the unit was left unclean. Their move-out charges reflect a broader pattern of arbitrary deductions and a lack of good faith.
  
  6. Security Deposit Still Not Returned (as of July 10, 2025)
  Most importantly, it has now been over 45 days since I vacated the unit, and I have yet to receive any portion of my security deposit back. This is in violation of New York Real Property Law § 7-108, which requires the deposit and itemized statement to be returned within 14 days of move-out. Nest’s attempt to frame their response as timely and in compliance is contradicted by this ongoing failure.
  
  In summary, Nest Communities’ statement omits or distorts key facts while attempting to deflect from legitimate and documented failures in communication, tenant safety, and legal compliance. I am requesting that this complaint remain active and unresolved until I receive my full, legally mandated deposit refund, and that BBB continue to reflect this complaint publicly so that other prospective tenants can make informed decisions.
  
  
  Regards,
  ******** ****