Complaints

This profile includes complaints for Weinstein Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Weinstein Properties

  3951A Stillman Pkwy Glen Allen, VA 23060

• 

  Weinstein Properties

  P. O. Box 31335 Richmond, VA 23294

• 

  Weinstein Properties

  11215 Club Creek Ln Charlotte, NC 28277-2262

• 

  Weinstein Properties

  5925 Carnegie Blvd Ste 550 Charlotte, NC 28209-4657

• 

  Weinstein Properties

  2000 Riverside Drive Richmond, VA 23225

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:08/30/2025

  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.

  Received the keys on 8/22/25, did not arrive or move in until 8/24/25. Home NOT move in ready. Entire unit dirty, floor black with dirt, carpet looked only to be vacuumed, with strong odor, water filter old and flashing for replacement, dryer full of lint, backed up and clogged, cannot put lent filter back in, extreme fire hazard, shower head sprays water up to the ceiling and outside the shower, exhaust vents malfunction, garbage disposal broken, walls full of dust and debris, paint unfinished, air duct and hvac vents dirty, severe allergic reaction occurred due to pet dander in unit resulting in an ER visit, hvac filter not replaced, missing valet trash cans and got notification for improper storage of trash in hallways for valet trash pickup, no *** accommodations despite mentioning crippling disability, was told *** **** would be the expense of tenant and must be removed on move out, no *** parking close enough, unable to get information regarding garage/*** access as open parking is extremely limited, dents on appliances, holes in walls, and extremely disappointed in the lack of communication including unreturned responses to emails/phone calls and in person experiences anxiety provoking.

  Business Response

  Date: 09/03/2025

  Hello,
  
  We do not agree with the stance of ***** *****. ***** was given keys to access her home on Friday, August 22nd as she mentioned. Upon receiving possession of the home, the first time any communication was had with ***** was 4 days later on Tuesday, August 26th,in which she emailed after business hours requesting to speak with the manager.Our team received her email the next business day in which ***** agreed to meet with the manager of Friday, August 29th. It was during this meeting in which concerns about the apartments condition were raised by *****;however, not all the concerns listed in this complaint were brought up during that time. We can confirm that all professional vendor services, including housekeeping and carpet cleaning, were properly rendered to the home prior to possession by ***** and that our team walked her home prior to move-in to ensure it met quality standards.
  
  During the meeting on Friday, August 29th, the property manager shared with ***** that he was happy to look further into options for potential recleans to elevate customer service. Given the conversation had with the ***** took place on Friday and vendor services are only available during business hours with our vendors, and the office being closed for the Labor Day holiday, there was a natural delay in getting service dates confirmed as vendors could not complete same day services. It is also important to note that all residents, including *****, are provided a move-in inspection form to complete noting apartment condition at the time of move-in.***** failed to complete the inspection, resulting in confirmation the apartment met satisfactory standards at time of possession. Additionally, to this day, ***** has only entered in one work order for concerns in her home,which was solely for the valet trash can, which has been resolved.
  
  Regarding the mention of *** ******* the building in which ***** resides in already provides *** access to the building. ***** was informed that we are happy to look into what options may be available to add an additional ramp to the opposite side of the building to meet her preference and was never denied the request. She was informed she could possibly incur costs as part of the additional modification, which is standard procedure.Additionally, ***** requested a specific garage for parking close to her apartment which is currently occupied and not available for her to take possession of. We have extended other options to ***** for her consideration and will continue to work with her on possible options for her accommodation request to find better parking; however, there is limited parking spaces in front of her building directly. This is something that has not changed, and prior to taking possession, ***** could have reviewed parking options prior to taking possession to ensure her needs could be met.
  
  ***** also mentions communications that have not received responses; however, our records indicate all correspondences with ***** have received a follow-up response. We have remained, and will continue to, in communication with ***** regarding her concerns to address them as efficiently as possible. We have also extended the option for her to exercise a penalty free lease break as she referenced as well.
  
  Given Sharis failure to timely bring maintenance concerns to our attention, our confirmation of rendered vendor services prior to move-in, and the pre-move-in inspection completed by our team confirming the home met expectations, at this time we do not feel reimbursement for the vendor the resident chose to proceed with on their own is needed. We will continue to work on resolving any remaining concerns ***** has with her as quickly as possible.

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, communication began prior to move in. Not one email regarding required documents was acknowledged nor accepted. That was mentioned and discussed in office. Calling the office results in no answers, unreturned calls and attitudes when appearing in person. The after hours request to speak with a manager was a result of unreturned communication and a message through Weinstein Property messaging system. Only then, did the email come in and a secondary email from the property office directly. 
  

  Concerns were raised when I met in person with Chass. He said he would address them. Not one mention was said that I had to submit a work order. So the only work order being mentioned was put in on my behalf by Chass. Unfortunately, more issues have surfaced due to the previous mentioned issues that occurred prior to my move in.

  Your version of quality standards is very skewed if you allow fire vulnerability with unmaintained appliances, bacteria growing on the hvac system, dust, dirt and debris along the window *****, baseboards, toilets and pet dander causing an anaphylactic allergic reaction. Unfortunately, that is not quality standards. 
  

  it is important to note that NO ONE provided a move in inspection report and it was verbally requested in person. There was no confirmation that the unit met satisfactory standards by me because its far from the truth. Furthermore, I did not enter the unit until the evening of the 24th. I was verbally assaulted by tenants for having movers utilize a ramp to the main entrance. But Chass didnt mention that to you. No one explained *** accommodations despite asking on the phone, in person. But never physically seeing any property before taking over the lease/unit. 
  

  I have yet to see *** access and the ramp that is being stated in this response. Maintenance utilizes a garage on an already very limited parking area. Your staff never offered any tour, any support or understanding of my crippling disease and indefinite disability. No explanation of stairwells to reach a first floor unit was provided. Not one mention of parking accommodations was mentioned either, other than first come first serve. Only later it was mentioned. 
  

  Again, I have emails with no responses to the thread for poor communication. ******************* is doing tours. However, I sat in office while the phone was answered and concerns addressed while I sat unattended to. 
  

  Regarding penalty free lease break, the information is vague and I dont know what that entails. 
  

  your staff failed to offer the proper tools necessary for move in. I am disabled, I need help. Its extremely disappointing that your employees version of standard expectations and satisfaction are so distorted. If it was quality service, it would have been addressed prior to move in, regardless.

  Proof has been documented, issues continue to arise and its been shared with Chass. I am still seeking reimbursement for the services rendered as the damage has already been done prior to move in.
  

  And lets not forget the hole in the wall, cosmetic paint flaws with unmatched paint, missing paint, etc. But the fire hazard, hvac bacteria and clogged ducts has been critical and resulted in the need for medical attention. Issues have progressively gotten worse. 
  

  Please, I kindly ask you to help me in resolving this. I relocated from **. I spent a lot of money to get here, a lot of money to have a safe and healthy place to live and I just need your support, assistance and accommodations. 
  

  I am willing to work with you, but breaking the lease after spending money to protect myself from an electrical fire, illness and other obvious reasons, its more practical to live here. However, if you wish for me to leave due to my complaint and unsatisfactory rating, please do so with reimbursement for the services I wont be utilizing. Will this come with a refund? Please explain the parameters. 

  
  Respectfully,
  
  ***** *****
  
  
  
  

  
  

• Initial Complaint

  Date:08/25/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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 am a tenant at ****************************************, managed by Weinstein Properties. On Oct 14, 2024, I submitted a maintenance request for mold in my unit. The issue was never resolved. On December 19, 2024, I emailed management again with no real resolution. On July 2, 2025, I sent another email with photos showing worsening conditions. On July 22, 2025, I sent a formal demand letter requesting remediation or rent compensation. On July 25, 2025, management entered my unit without proper notice, violating my lease. As of Aug 2025, no remediation or compensation has been provided. Management placed a dehumidifier and air purifier in my unit but admitted they could not identify the source of the problem. Later, they claimed the issue was mildew, not mold. Because of their refusal to act, I had to pay out of pocket for a professional mold inspector to obtain proof. Management also offered a unit transfer but required me to cover my own moving expenses and accept a rent increase, which is unfair since the problem was not caused by me. This situation has created uninhabitable living conditions. Despite this, I have paid full rent each month while being denied safe and habitable housing required under Georgia law and my lease. I am requesting: (1) professional mold remediation at no cost, (2) reimbursement for my inspection expenses, (3) fair rent abatement/compensation for the months affected, and (4) assurance that any transfer, if necessary, will involve no added rent or moving costs.

• Initial Complaint

  Date:07/22/2025

  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 am a former tenant of ****************************, that was managed by Weinstein Properties. A balance from that lease continues to appear on tenant screening reports, despite the fact that it is not on my credit report, and Ive repeatedly contacted the company by phone and email with no response.I recently sent a final resolution request on July *******, asking for a debt statement, payment instructions, or confirmation that the account is closed. I have not received any reply.This is preventing me from securing housing and I would like this matter resolved urgently, either by providing a statement of the amount owed and how to pay it, or by confirming that the account is closed and no longer being reported to tenant screening companies.

  Business Response

  Date: 08/04/2025

  To whom it may concern,
  
  Please be advised that we have reviewed the consumers file and their complaint and find the following.
  
  Weinstein Properties sold this community in 9/2022
  
  The Consumer vacated 11/2022,after the sale of the community.   As the consumer was NOT a customer of ********************** at the time that they vacated their apartment, they would need to talk to the current owners of this community with regards the full details on any monies owed at the end of their tenancy. 
  
  We have been in touch with the current owners and the consumer numerous times,  in an attempt to assist the consumer.
  
  We do have the option of accepting the funds for the balance due only up to the date that Weinstein Properties sold the community, issue the consumer with a paid in full letter for that portion and then we will forward those funds to the new owner.  We would not normally do this but we will offer this option to assist the consumer with their housing situation.  The consumer could then contact the current owners about any potential remaining balance due.
  
  Our most recent update to the consumer with this additional option was sent late last week.
  
  Thank you.
  
  ***** *****
  Assistant Director of Credit and Collections      ***********************************************************        

• Initial Complaint

  Date:06/26/2025

  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.

  Good Afternoon: Iam writing to you as a concern applicant who has been robbed of my hard earned money from Belmont hills apartment in *****************. One of your apartment complexes that you currently owned. I had applied for this apartment this month. They were supposed to refund me back $175.00 from my first application that I did, and due to their computer system having issues. They canceled the application, but never refunded me my money. Then, they had me submit a new application for me and my mom over again. After, a long awaited time. They process our applications.they asked that we pay the administration fee of $275.00 . I payed the administrative fee, and was awaiting for the apartment to be ready. They kept changing the original date; because they said that the apartment was not yet ready for move in. While I awaited for the day to move in. My mom was hospitalized with a stroke. I immediately contacted them the next day to let them know of the situation. I asked them for a week to figure out what I will need to do with the situation with my mom I did not signed any lease with them as of yet.the following week i contacted them via email and told them that I would not be able to take on the apartment; because my mom had a long process to recovery, and I had to stay put for now in the state that I was currently in.I had asked them for the refund of my administration fee of $278.00, and my previous $175.00 previous fee. they advised me that they would handle it on their end, and have the manger get in touch with me. It has now been 3 weeks. They have not either contacted me, nor am I able to get in touch with them. They either don't pick up my calls; because they do recognze my number from their caller id; or they give me the run around and says that they will have the manager contact me. She is busy right now She has never contactacted me. Please, I need to know when will I receive my money back

  Business Response

  Date: 06/27/2025

  Thank you for forwarding the complaint regarding Belmont Hills Apartments.
  Please be advised that Weinstein Properties no longer owns or manages Belmont Hills. Based on the details provided, this complaint appears to involve a recent interaction that occurred under the new ownership and management team. As such, we are unable to speak to or resolve matters that have taken place outside of our period of management.
  We recommend that the complainant reach out directly to the current management company for further assistance.

• Initial Complaint

  Date:06/19/2025

  Type:Order 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.

  Our lease at the ************************* in ********** ended on 6/2/2025. We moved out of the apartments on 5/31/25 by handing in the keys. Despite handing in the keys 2 days early we paid our rent up to the 2nd. 13 days later I got a bill for damages to the apartment, which I promptly paid, no problem. However this morning on 6/19, I received another completely different bill from Weinstein properties stating that I was responsible for "rent responsible". Essentially they are attempting to collect from us until they find a new tenant even though we did not break our lease, paid rent all the way until the lease end, and already paid for move out fees less our security deposit. This is an absolutely ridiculous attempt by Weinstein to nickel and dime us on the way out due to their own ability to not get the unit rented.

  Business Response

  Date: 06/30/2025

  This complaint is from a past resident, ******* ****, who resided in apartment ***** at ************** from February 3rd, 2023 through May 31st, 2025. 
  
  The resident was held rent-responsible from June 1st through June 13th. While her lease officially ended on June 2nd,our records show that her Notice to Vacate was emailed to the office on April 12th (after business hours) and formally entered into the system on the next business day, April 14th.
  
  Per our 60-day notice requirement, this sets her official move-out date at June 13th, which aligns with the rent responsibility reflected on her final move-out statement.
  

  For reference, we have attached supporting documentation, including:

  
  Email communication of the notice
  The residents lease agreement
  The final move-out statement
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/12/2025

  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.

  Since moving into the apartment at ***************************************************** in April 2024, Ive encountered multiple issues with the local office staff at ***************** (Weinstein Properties). These include:1. Unjustified pest control charge I was charged $75 for German ***** treatment despite paying a $5 monthly pest fee. I reported the issue within two weeks of moving in. Prior tenant confirmed similar issues, and I maintain a clean home.2. Excessive and unexplained water bills I received one bill for over $374 (normal bills are ~$25), which exceeded my autopay limit. The office reduced the charge to $250 but gave no explanation. ******* in the office was rude and dismissive during my inquiry.3. Accusations of late rent After the high bill caused autopay failure, ***** attempted to label me as irresponsible for a short delay, which was caused by the abnormal billnot negligence.These experiences have made it stressful to live peacefully, despite my efforts to be a respectful and responsible tenant.

  Business Response

  Date: 05/21/2025

  I believe this issue was resolved a few weeks ago between the resident and the property manager.  The resident sent an email thanking her for her response and for waiving the ***** treatment fee.

  Additionally, the water bill was a clerical error, and a large portion was credited back.

  The resident should feel free to contact ***** ******, property manager, with any further concerns.

  Thank you.

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the update. I confirm that the ***** treatment charge was waived I appreciate that resolution.
  
  Regarding the water bill issue, I still have concerns due to the lack of a clear breakdown or full refund.
  
  Ive noticed a recent improvement in communication from the management office, and I sincerely hope this continues. While I am not pursuing further action at this time, I do not consider the matter fully resolved and reserve the right to revisit it if needed.
  
  Thank you for your attention to these concerns.
  
  Regards,
  
  ****** *********
  
  
  
  
  

  Business Response

  Date: 05/22/2025

  ***** ******, property manager, will reach out directly to him, even though he stated here that he isn't pursuing this further.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair 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.

  May 2024 through January 2025. I have spent from $2100 to $2400 each month since May. The business committed to provide me with replacing the A/C unit and Heating unit, come look at the mold that is in the laundry room and one bedroom, fix the 3 leaks that are in two of the bedrooms and the 1.5 bathroom located in the master bedroom.I went without proper A/C the entire summer, only for them to come and put a small window unit in the master bedroom in the Fall as the weather was changing. Even then, the A/C didnt help control the heat in the other rooms and caused my electric bill to increase significantly, the lights would constantly flicker off and on. When the cooler temperatures hit in the mid/late Fall into Winter, I have not had any proper heating. I have had to sleep in freezing temperatures, no company from family throughout the holidays or anything due to the excessive cold temperatures. When my kids and grandkids have stopped by to check on me, they couldnt even stay longer than ***** minutes due to the apt. I have been dealing with colds and water in my lungs due to this constant issue. I have contacted them on numerous occasions every month, with no response or resolve. I have also been to the office to speak with them directly & have been told that the supervisor is not there and she would be right in her office. I have contacted them on the website portal, as well as attempted to send emails as well. I have even tried to get my daughters to try and reach them due to them screening the calls and not answering, but have answered when I get family to call on my behalf and I end up speaking with someone to complain about these issues. Due to going under emergency surgery a couple years ago, I no longer have an immune system, so my body cannot handle getting sick over and over the way I have. I have tried all that I could and have ran out of options to get this resolved. I have also tried to get them to put me in another unit and they refused to do so.

  Business Response

  Date: 01/17/2025

  Hello,

  This message is in response to complaint ID ********. This is a complaint for Belmont Hills, which we no longer own and manage as of 2023. The complaint should be directed to the current owner and management team. Please let me know if you need any assistance with reaching out to them. 

   

  Thanks,

  ******** *********

  Senior Property Director

  Weinstein Properties

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Im writing this email as a desperate attempt to reach someone in the corporate office regarding an ongoing issue that I have been trying to get resolved since June. I have made several attempts to contact the corporate office via the website contact us form and I have left several messages that no one has responded to... which is one of the primary reasons I decided to take a chance and guess everyone's email. It really saddens me that my public ****** review that I made 2 weeks ago, was responded to sooner than emails and voicemails that I sent privately. Attached below is the email correspondence that I have had with the current property manager regarding the issues i've been dealing with on my account. Please take a moment to read the correspondence between the current property manger ****** ****** and myself. I was promised from ****** that he would escalate this matter to leadership and he would be in touch regarding next steps as seen in the email below. I also came into the office this exact same day 11/22/24 and had a conversation with ****** in which he instructed me to send him a detailed email to have my issue escalated, which is also attached. Not to mention, on 11/21/24 Mr ****** asked me to provide written communication between the previous property manager and myself stating that fees would be waived, in which I provided below and still nothing has been resolved. Unfortunately, it wasn't until I called the leasing office about my review, when ****** informed me that I will not hear back for corporate and this would be handled through the court. At this point it's not about the fees that were added to my account incorrectly, it's about the integrity, dignity, and accountably of the company as a whole! I would much rather speak to someone at the corporate office to further discuss how this minor issue has caused a tremendous burden on my family and I right before the holidays. I could be reached via email or phone anytime of the day.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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 would like to obtain a refund for the ****** reservation fee and the ****** security deposit paid to them - I applied for a rental apartment on 11/5 for ***** application fee. on 11/8 I paid them ****** and received a confirmation number for a rental approval #********* for unit 13PC and was also sent a lease which was not executed or accepted. This was indicated in their leasing portal. Around the same time, I received an email from ****** ******** from their company - she wanted to advise me that the unit reserved had an issue with the sub-flooring and that the repair would now result in full carpeting vs the advertised plank or wood flooring. I indicated to her that I would like to transfer everything to a different larger unit that was available sooner. She also had sent me an email asking for some additional information for my application in which I provided to her via an email on 11/13. I have made several attempts to contact their office by phone and have also sent personal emails as well as emails for a response to my pending application for the other larger unit with no response via phone or email. I escalated a response from their manager though their call center for a call from **** **** and to the best of my knowledge have not gotten any response from him. The leasing portal for my status indicates application cancelled in which I was under the impression they did this to remove the tie to the original reserved unit. I do not wish to move forward at this time as the experience has been less than desirable with still no response to my pending application status. I have not gotten anything in writing as to a rejection or approval for the rental application request for the other larger unit and guessing at this point is no longer available. I am requesting a full refund of my ****** security deposit. I also want the ****** reservation fee as to my knowledge nothing has been reserved for me. Thanks in advance

  Business Response

  Date: 01/23/2025

  Good afternoon,
  
   
  
  In reviewing Ms. ******* application in detail we found the following:
  
   
  
  -Ms. ****** applied on 11/4/24. Her application required additional information to proceed with processing.
  
  -The application was approved without the needed information on 11/7/24 and she was charged the $400 deposit and $199 reservation fee. She was contacted that same day and informed them that additional information was still needed to approve the application.
  
  -This information was never provided and the application was cancelled on 11/8/24
  
  -Their $400 deposit was refunded on 11/22/24. A refund for the $199 reservation fee was issued on 1/22/25.
  
   
  
  All of the funds requested to be refunded have been issued. We apologize for any inconvenience that this situation may have caused.
  
   
  
  Sincerely,
  
   
  
  **** ****

• Initial Complaint

  Date:11/26/2024

  Type:Facilities 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.

  We put up with a lot of issues at ****** at ***** Creek. From day 1, so many things were broken. The washer was broken, the blinds were and still are broken, we've had many toilet issues, there are scratches all over the hardwood, the screen door was broken, there's chips in the paint in multiple locations and the kitchen light was broken. We were good tenants, didn't complain, and put in work orders to get necessary things fixed and just tried to not use others (never using blinds in living room, ignoring paint chips and scratches, etc.). Things proceeded to get worse when our apartment flooded one day due to an error by a worker in the apartment above ours, when he had a torch next to the sprinkler that busted a pipe, and the above apartment flooded with 4 inches of water. This water then poured through our ceiling, through vents, leaks near sprinkler heads, light fixtures, and more. Our apartment covered with 3 inches of water all over (we have plenty of video proof). During the flood, we ran outside to get help from maintenance workers who did not think it was an issue, and they did not even tell the carpet cleaners to come to our place to drain the water, we had to tell them ourselves. We had to get suits and more drycleaned since it came through the closet and paid an extremely high energy bill due to having industrial fans and dehumidifiers in our apartment for over a week to dry it out without even an apology from ******, even though the worker admitted fault. They never sent people to fix the water damage or cover it up despite our asking. Our dog was also attacked many times on walks due to off leash dogs, and despite our repeated asking, they never sent out an email warning to keep dogs on leash. Despite all of this and more, all we want is a 30 day move out instead of 60 day with our security deposit back, but they refuse to budge on 60 day and said we can only have shorter if someone rents our apartment, even though we finished out our normal lease.

  Business Response

  Date: 12/03/2024

  Ms. ********* is looking to only provide a 30 day notice when our lease agreement requires for her to provide a 60 day notice. Ms. *********** lease expired back in July and per the lease agreement, she entered a 60 day self renewing term. A notice to vacate was provided on November 26th to move out on December 24th. Due to the 60 day notice requirement, Ms. ********* is rent responsible until January 25th 2025. 

   

  We provide each new resident with a move in inspection form where the resident is able to notate any cosmetic damages for move out purposes and can let us know of other items that need extra attention. Ms. ********* did not return one, so the ************** was unaware of any of the broken items that she lists in her complaint. Residents are also able to reach out to the ************** directly for any issues within their home, or enter a Maintenance Request for us to come take a look. 

   

  The flood Ms. ********* is explaining did take place in May when one of our technicians was installing an HVAC component in a home upstairs. We took swift action to remedy the situation not only for Ms. ********* but also for all neighboring homes. This did affect multiple homes and our water extraction vendor did visit each home. They started in the bottom unit as that home had the bulk of the water. All three homes affected had no carpet so we extracted all the water as soon as possible and placed dehumidifiers. We did inform the residents to reach out to their ***************** policy for personal belongings that may have gotten damaged through this incident. Ms. ********* did not communicate with us on the high electricity energy bills. Not every incident from a leak results in high energy bills even with a dehumidifier inside the home. Had Ms. ********* reached out to us regarding this, we would have been happy to investigate further and our team is trained to do so. In reviewing Ms. *********** maintenance request history, we have not had any since June. 

   

  The leasing team did speak with Ms. ********* regarding a dog that was off leash within our community. The team was able to identify who this dog belonged to, and we spoke with them personally to address the concern. The leasing team followed up with Ms. ********* afterwards to let them know the steps we took. We did not hear from Ms. ********* again after the follow up. 

   

  Based on all of this above, we believe that Ms. ********* is still required to provide a 60 day notice per the lease agreement she signed. If Ms. ********* vacates the home on December 24th and we are able to get it re-rented for earlier than January 25th, then her rent responsibility may end sooner. 

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am greatly disappointed with this business as your response was riddled with lies and inconsistencies. Clearly, the leasing office is scrambling for answers since they are so disorganized and do not always take notes during meetings.
  
  First, I DID submit the move in inspection. I submitted it in person to an office member and even still have the yellow page they ripped off the back for me to keep for my records. Im assuming the leasing office either lost it or is choosing to overlook it since I submitted a complaint. I would be more than happy to show the office the document they gave back to me after submission to prove it was submitted on time.
  
  As for the professionalism of the leasing office, they never followed up on any complaint. I always went to them in person or called first to discuss any serious issues (i.e the flood, the dog problem, etc.) and they always said they would check with management though there was never any formal phone call, voicemail, or email chain where they actually followed up with us. They have no proof of that.
  
  For specific instances, in regards to the flood, no swift action was taken. During the flood, when I went to the leasing office to figure out next steps, they had no idea what was occurring. I informed them of the flood and they told us to contact renters insurance, that they dont help monetarily or of any kind in regards to anything happening due to flooding. Every time I tried to ask a question, I would get shut down, saying to take anything related to the flood to my renters insurance. The water extraction vendor did NOT visit every home, according to the vendor himself, he was only instructed to the home in which the leak occurred, and when we showed him our apartment and the water on our floor he was so surprised that the leasing office did not tell him to check our place. We checked in with the neighbor below us who had almost no damage. I only thank God we were home to notice so that we didnt come back home to a flooded apartment with our dog caught in the middle. No maintenance requests were submitted since I spoke with the maintenance workers myself, they helped with minimal damage after the flood, but after repeated requests, they never got the full water damage fixed. We didnt submit the maintenance requests because it was easier to live with it than schedule our life and dog around when painters would need to be in our apartment.
  
  As for the dog incident, we called and showed up to the office in person to complain about the issue multiple times and every time the response was that they would talk to management about getting a community awareness email sent out and at NO POINT did they ever follow up to tell us anything was done regarding our issue. There was no email or phone call to follow up so there is no proof they actually did follow up with us. We spoke with ********* about this many times, and she was always very nice, however neither she nor "management" ever called or emailed us to follow up.
  
  You can talk about maintenance requests and other options all you want, but how am I supposed to feel like any of those options will ever work for me when the leasing office REPEATEDLY showed us that they did not care about us or our issues if it did not affect them, and that even if we used the options they gave us, it was never a guarantee that it would actually get our issues fixed at all. We dealt with so much and never said a word because they did not care about us at all, we just wanted to get out. The fact that after all of this I still cant even get an apology from a company who has treated us so terribly speaks volumes. We were perfect tenants, and dealt with so much, and we would like our 30 day move out and security deposit, even more so now that youve lied so much in your response back to me.

  
  Regards,
  
  **** *********