Complaints

This profile includes complaints for Irvine Company Apartment Communities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Irvine Company Apartment Communities

  Irvine, CA 92617-3045

• 

  Marbella

  2504 Marron Rd Carlsbad, CA 92010

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  Torrey Villas

  11100 Vista Sorrento Pkwy San Diego, CA 92130

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  Franklin Street Apartments

  1553 El Camino Real Redwood City, CA 94063-1938

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  Irvine Company Apartment Communities

  1553 El Camino Real Redwood City, CA 94063-1938

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:07/09/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 vacated the premises at ********************************* on 06/26/2025 and restored the property to its original condition. The landlord refused to return the remaining of my security deposit and charged $103.55 as a carpet cleaning fee, which violates the terms of our lease agreement and California landlord-tenant laws based on the following 6 facts:1. Carpet Lifespan Clause: Our initial lease agreement, signed in 2020, explicitly states: "The carpet in the Premises should last five years from installation". We resided in the apartment for more than 5 years, thereby exceeding the stated useful life of the carpet as defined in the lease itself.2. Move-Out Inspection Report: The official move-out inspection report, conducted on 06/27/2025, clearly documented the condition of the carpet as "clean". This official finding directly contradicts any claim that special cleaning was required.3. Photos in Inspection Report: The photos provided within the move-out inspection report do not depict any damage beyond normal wear and tear. 4. No Post-Cleaning Photos: The landlord has failed to provide any photographic evidence of the carpet after the alleged cleaning, which violates AB 2081 Tenant Security Deposits (Effective April 1, 2025). AB 2081 requires landlords to take photographs of rental units before and after any necessary cleaning. These photos must be provided to the outgoing tenant along with the security deposit disposition form. 5. Pre-Move-Out Confirmation: Before our move-out, a staff member at the leasing office verbally confirmed that no carpet cleaning fee would be assessed if the carpet had reached its stated lifespan.6. Unanswered Email: Following the pre-move-out inspection, we sent an email to the leasing office on 06/23/2025, specifically referencing the 5-year carpet lifespan clause in our lease and requesting that the cleaning fee be waived. The leasing office has failed to respond to this email, ignoring our attempt to resolve this matter amicably.

  Business Response

  Date: 07/24/2025

  Thank you for reaching out to us regarding your security deposit and the carpet cleaning charge for your former residence at ********** Apartments, which you vacated on June 26, 2025.
  We understand your concerns as outlined in your letter, specifically regarding the carpet lifespan clause, the move-out inspection report, photographic evidence, pre-move-out confirmations, and your unanswered email.
  Please be advised that we have already reviewed this matter thoroughly with you, the former resident, and have previously issued the appropriate reimbursement for the disputed carpet cleaning fee of $103.55.
  Our records indicate that this reimbursement was processed on 7/11/25 and should have been received by you.
  Sincerely,
  The Monticello Apartment Team 

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 moved into ************************************ (Irvine Company) on June 21, 2025, and my experience since move-in has been extremely disappointing. I previously lived at another Irvine Company property and expected a similar level of service, but this location has not met basic standards of habitability or customer service.The ********************** was not move-in ready. Some of the key issues include:A broken ice maker that still does not work despite a submitted maintenance request.Peeling and damaged vinyl on all kitchen cabinets.Old, discolored, and fragile living room curtains that break when used.A loose and unstable dishwasher.A stained area under the kitchen counter that should have been repainted.A persistent odor throughout the unit that remains after weeks of ventilation.Visible stains in the bathroom sink.Along with other items I had previously shared that remain unresolved.I was not allowed to view the unit prior to my move-in date due to vendors supposedly still working on the apartment. However, based on the condition of the unit, its clear that not much was actually done to prepare ****** been over two weeks since I moved in. Only one request has been addressed, and only after multiple follow-ups and missed timeframes. I was asked to be available during specific time windows, only for maintenance to arrive outside the window or not at all. In one case, a request was marked completed even though no one came, and after I reported this, someone said theyd send help but never did. The request is now marked cancelled.While ***** from the leasing office has made efforts to help, everyone else Ive interacted with has been unresponsive or unhelpful. Ive had to take time off work and rearrange my schedule just to get basic maintenance attention, with no real progress.Ive also made it clear Im open to allowing maintenance to enter without me being present. Despite this, the issues remain unresolved, and communication is lacking.

  Business Response

  Date: 07/16/2025

  Thank you for bringing these concerns to our attention.  We sincerely regret the inconveniences you experienced following your move in and that the condition of the home fell short of your expectations and the standards we strive to uphold.
  
  As of our most recent conversation, you have confirmed that all reported issues have been addressed by our service team.  The only pending item remaining was the kitchen cabinets which had to be ordered.  With that said, we have confirmed that they have arrived and are scheduled for installation on July 17, 2025.
  
  We again apologize for the experience and are committed to ensuring your satisfaction as our resident.  We hope that we are able to regain your confidence in our community and our team.
  
  Thank you again for your feedback.

  Customer Answer

  Date: 07/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:06/29/2025

  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.

  Hello,Hope you're well. I believe my father previously filed a complaint on this matter, but Im submitting a new one with full documentation to avoid any ambiguity. We are a family of four who lived at *************** in the **************. In late April/early May, we decided to vacate mid-June and informed the Irvine Company more than a month in advance. We were given two options: pay two months rent as penalty or take responsibility for the rent until a new tenant moved in.Our decision depended on how long it would take to prepare the apartment after move-out. It was logical that while the unit was under repair, it couldnt be rented, so we asked about the expected preparation time. We received two messages from the Irvine Company (pics 12) stating that standard turn services take approx. 8 business days (10 calendar days). They even gave an example: if vacated on June 16, it would be ready by June 26.Also the apartment was inspected by the Irvine Company in mid-May. Since the tenants had lived there for over five years, the company knew that, by law, the carpet and wall paint had to be replaced. Despite this and the inspection, they stated that preparing the unit would take 8 to 10 days.Given that short timeframe, we accepted the risk. Later, on May 8 we changed our move out date to June 12, which was confirmed (pic 3). We then clarified that the unit should be ready by June 20, to which they replied it would update automatically (pic 4).After we moved out on June 12, units availability showed as June 22, matching their 810 day preparation estimate. However, about 10 days later, the date was pushed to July 1 (see image 5), extending the repair time to around 20 days. I visited the ************* and also talk to customer care but I got an illogical and unsatisfactory response.On June 28, the date changed again from July 1 to July 9 (see image 6) meaning the prep time has now grown to about 30 days, or one full month!

  Business Response

  Date: 07/02/2025

  Thank you for reaching out to us regarding your desire to transition from your continued rent responsibility to a lease break fee option, following your early departure from your apartment at ****** Apartments.
  
  We understand your concerns and appreciate you bringing this matter to our attention. After reviewing your request, we are pleased to inform you that we are honoring your request to convert your remaining lease obligation to a lease break fee.
  As per the terms outlined in your original lease agreement, which you vacated on 6/12/25, the applicable lease break fee for early termination is equivalent to two months rent. This fee will release you from your financial responsibility for the remaining rent through your original lease end date of 9/20/25.
  We hope this resolution addresses your concerns and provides clarity regarding your account. The Solana *********************** values all of our residents, and we are committed to ensuring a fair and cooperative resolution.

• Initial Complaint

  Date:06/28/2025

  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.

  We have been a resident of ****** Apartments (*************** - Irvine - *****) for about six years. We decided to vacate my unit approximately three months before the end of my lease. I was offered two lease termination options by the *************:1. Pay two months rent as an early termination fee; OR 2. Remain financially responsible for rent until a new tenant is found, with an apartment turnaround time of 8 to 10 days for repairs and preparation (as confirmed in writing via two emails from Irvine Company representatives).Relying on this written estimate of an 810 day preparation period, I chose the second option, assuming the apartment would be ready for rent quickly, and a new tenant could be found during the 50+ remaining days. This made financial sense compared to paying two months upfront.However, although I vacated the unit on June 12, the listing for the apartment was delayed multiple times:Initially shown as available June 22 Then pushed to July 1 And finally delayed to July 9 This amounts to nearly a month of vacancy due to extended repairs, completely contradicting the original 810 day estimate. This significantly reduced the time window to find a new tenant and created a financial burden I never would have accepted had I been told the truth initially.Additionally, the Irvine Company was fully aware that I had occupied the unit for six years meaning carpet and paint would legally need replacing (per CA landlord-tenant law after 5 years). Even with this knowledge, they still gave the 810 day turnaround *********** and my son contacted both the ************* and Irvine Company **************** to seek a fair solution. Despite multiple attempts, they refused to take responsibility for their inaccurate information or the resulting financial impact on me.* Unfortunately, I am traveling to another country for a few months and do not have access to my mobile phone. Please contact me via email if you need more information.

  Business Response

  Date: 07/02/2025

  Thank you for reaching out to us regarding your desire to transition from your continued rent responsibility to a lease break fee option, following your early departure from your apartment at ****** Apartments.
  
  We understand your concerns and appreciate you bringing this matter to our attention. After reviewing your request, we are pleased to inform you that we are honoring your request to convert your remaining lease obligation to a lease break fee.
  As per the terms outlined in your original lease agreement, which you vacated on 6/12/25, the applicable lease break fee for early termination is equivalent to two months rent. This fee will release you from your financial responsibility for the remaining rent through your original lease end date of 9/20/25.
  We hope this resolution addresses your concerns and provides clarity regarding your account. The Solana *********************** values all of our residents, and we are committed to ensuring a fair and cooperative resolution.

• Initial Complaint

  Date:06/20/2025

  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.

  Im a tenant at Villas Of Renaissance, Unit #K302, managed by Irvine Company. I moved in March 2025. In May, 2025 I was forced to relocate due to a vague moisture report with no clear explanation. Less than a week later, my former unit was listed online for rent.I was given a moving credit, but the relocation process was chaotic. I was told Id have to cover temporary housing, and received constant pressure to move within days even though no replacement unit was available until June.Since moving, my new unit has had a persistent smoke odor in the second bathroom. Maintenance acknowledged it. I was originally told ozone treatment would be used, but that offer was later revoked with no professional explanation and no alternative treatment plan.Ive tried working with both **** from corporate and Mikayla in the front office. While Im getting responses, none include a real solution just vague statements like were addressing it at the root, without explaining what that actually means.I was told my options were to break my lease (and cover moving costs myself), pay to transfer to another unit (including movers and fees), or just deal with the smoke in my apartment. Thats not a solution its avoidance. Meanwhile, the odor has never gone away. They painted the area with primer, but it didnt fix it. Ive tried everything: charcoal bags, baking soda, vinegar nothing has worked. Ive had to leave the window open constantly, which is raising my AC bills.?Resolution Requested:I want the smoke odor completely removed within the next 30 days which is a reasonable timeframe. Waiting for neighbors to stop smoking is not a treatment plan. If Irvine Company refuses to resolve it, I expect a rent concession for being forced to live in an unhealthy environment after doing everything I could to work with them.

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to respond. We sincerely regret the inconvenience the complainant has experienced and remain committed to resolving their concerns.

  Since the initial report of a smoke odor in the second bathroom, our team has made multiple visits to assess the issue. While the odor was minimal or undetectable during most inspections, a noticeable smoke smell was confirmed during our most recent visit.

  To address this, we have run a professional-grade air scrubber that is chemical-free, painted the affected walls with sealing primer, and sent a building-wide reminder on June 6 about the smoke-free policy. We have contacted neighboring residents causing the issue via phone, email, and in person to address the smoking. We also obtained permission and inspected nearby homes to help identify the source.

  We have offered a lease break without penalty, understanding the disruption this has caused. Our goal remains to identify and stop the source of the odor at its root.

  As of July 5, the complainant reported a new concern about a chemical smell. We are currently coordinating with her to inspect and determine the source. We want to clarify that no chemicals were used in any treatment applied to the home.

  While some aspects such as neighboring behavior are beyond our control, we are taking all reasonable steps to investigate and resolve the matter. We appreciate the complainant's continued communication and patience.

• Initial Complaint

  Date:06/02/2025

  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 was injured in an accident on the apartment property on November 13, 2024, when I was struck by an electric scooter in an indoor hallway. I lost consciousness and was taken to the *** I reported the incident to the police on November 15 and notified apartment management.On December 2, management claimed they had shared the individuals information with the police. However, on March 9, 2025, the police confirmed no such information had been provided. Management only complied after I asked the officer to follow up directly. Ive received no explanation for the false claim or the delay.Due to ongoing emotional distress from passing the accident site daily and continuing medical treatment, I moved out in May 2025. Management refused to waive the early termination fee and charged me $6,001.67. Despite my repeated emails over several months, Ive received no meaningful response or accountability.

  Business Response

  Date: 06/02/2025

  We have thoroughly reviewed the complaint, specifically the assertion that information was not provided to a police officer as indicated by our team. First and foremost, we want to express our sincere apologies for the frustration and distress the complainant may have experienced in relation to this incident. We understand that this has been an upsetting situation for them, and we empathize with their concerns. We want to assure the complainant that we take such matters very seriously.

  Upon further internal review and confirmation, we can confidently state that our team did provide the relevant information to the attending police officer on November 18th. We understand that the complainant may believe this not to be the case, and we regret that this has led to further frustration.

   It is important for us to clarify that the incident itself, which prompted police involvement, was not a matter directly involving Park Place Apartments or its employees in terms of origination or cause, and that we followed our standard business practices regarding residents requests and confidentiality. Our involvement was limited to responding to the situation as it unfolded and cooperating fully with law enforcement authorities, which we maintain was done appropriately and in a timely manner.

   We have very carefully considered all aspects of this situation and the actions taken by our office. After this thorough review, our position remains that ********** Apartments took all appropriate and necessary steps in responding to and addressing the incident from our perspective and within the scope of our responsibilities. We are confident that no other additional steps could have or should have been reasonably taken by our company in this instance.

   We want to reiterate that we value the complainant as a resident and deeply regret any negative experience they may have had. If there are any other concerns the complainant would like to bring to our attention, please let us know.

  Customer Answer

  Date: 06/06/2025

  1. During my three years residing in the apartment, I have witnessed a few instances of individuals riding scooters in the hallways and parking lot. These occurrences suggest that such incidents were foreseeable, and management should have taken preventative measures. Regardless of whether management recognized this, no official warnings were issued to residents about indoor scooter use, nor was any enforcement in place. This reflects negligent supervision and a lack of proactive safety protocols.

  2. I would like to know what actions were taken against the individuals involved in the accident, and what steps management has taken to prevent similar incidents in the future.

   3. I would like to know what evidence supports the claim that relevant information was shared with the police on November 18. According to an email from the officer dated March 9: I learned that the leasing office here sent you the email explaining they provided me with this contact information but forgot to actually send it to me.  This indicates the information was NOT shared until March and the management has acknowledged it, contrary to your statement.

   4. If the information was indeed shared on November 18, I would like to know why this was never communicated to me, despite several requests for clarification.

   5. The officer's email also stated: "I also learned that they have this case documented internally but did not save the video as it did not show the actual collision in the hallway."

   Could you please explain why the footage was not preserved? Even the moment of the collision wasnt captured, the video still provided important context and showed illegal behavior occurring on the property beyond the incident itself.

  Business Response

  Date: 06/12/2025

  Per our previous responses, we understand the complainants concerns regarding communication between our staff and the Irvine ****************** However, we maintain that our team fully cooperated with the investigators and provided all information that was requested of us.
  
  To clarify the matter regarding CCTV footage: our security cameras did not capture the moment Ms. *** was struck by the residents on scooters. The footage only shows the moments following the incident, specifically when Ms. *** entered the Elevator 3C lobby. We can confirm that this footage was reviewed with Officer ****** on November 15, 2024.
  
  At this time, we consider the matter closed and, respectfully, will not be providing further responses on this issue. Should the complainant have any other unrelated concerns they wish to raise, we are open to addressing those accordingly.

• Initial Complaint

  Date:05/29/2025

  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.

  I referred a friend to ********** Apartment Homes under Irvine Company Apartment Communities based on their referral program, which promised a $500 bonus if the referred tenant signed a lease and moved in. My friend has been living in the apartment since July 15, 2023 and has now been a resident for almost two years.Despite multiple attempts to follow up with management, not only by stoping by the leasing office but also by emails to the managing team, we have not received the referral bonus that was promised. We met all the stated conditions, and there has been no clear reason for the delay or denial.The reason I didn't file a complaint within a year is that I was continuously following up with apartment management during this time, hoping the issue would be resolved directly. I waited because they never clearly denied the referral bonus, and I believed they would honor it eventually. But untill now, the fact is I still have not received the referral bonus.I would like to receive the $500 referral bonus that was promised as part of the apartment's referral program after my friend moved into **********************************. All the requirements were met, and I believe I am entitled to the bonus.I filled out the referral number(RR-00016087) and attached some supporting files for your reference. Thank you!

  Business Response

  Date: 06/13/2025

  The Sycamore Apartments Team has directly addressed the complainant's concerns regarding the resident referral program. Following her inquiry, the team took immediate action to review the situation.
  
  Specifically, the team provided the complainant with a detailed explanation of the renewal referral process to ensure complete understanding. Furthermore, as a gesture of our commitment to resident satisfaction, the community management team has reopened the complainant's renewal case. 
  
  The complainant has been notified about the anticipated timeline for receiving the referral check. She understands that the check will be sent via **** once the approval process is fully completed.

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 filing this complaint regarding an unreasonable deduction from my security deposit by Irvine Company Apartment Communities related to painting costs after I vacated my unit at ********************************************************************************************Upon move-out, I was charged $234.49 for prorated painting costs. California law prohibits landlords from deducting costs associated with normal wear and tear. The leasing office claimed this charge was justified based on a two-year lifespan of the paint and attached photos from the final inspection.However:1. The photos provided depict normal wear and tear (minor scuffs and fading) rather than excessive damage.2. They didn't provide the itemized painting vendor invoice with labor charges, hours worked, and specific damages requiring repainting.3. The leasing office insists that tenants are responsible for restoring the unit to its "original condition," which is contrary to California tenant laws.4. The calculation of the prorated charge based on a two-year lifespan is questionable. The leasing office stated that the original paint cost was $400.90, and the prorated amount billed to us was $234.49. This suggests that more than half of the paint's lifespan was attributed to 10 months of tenancy, which seems unreasonable and lacks transparency.I have attempted to resolve this matter with the leasing office, requesting additional evidence or justification, but they maintain their position. I am requesting the following resolution: To remove the $234.49 painting charge or documented proof that the charge exceeds normal wear and tear as defined by California law.I believe this deduction is both unfair and unlawful under California Civil Code Section ******, which protects tenants from being charged for normal wear and tear.

  Business Response

  Date: 05/30/2025

  Management inspected the complainants unit after they moved out (after residing in the unit for 10 months) and determined that repainting was needed due to excessive scuffing and wear, which exceeded ordinary wear and tear, and couldnt be cleaned. The apartment home had been freshly painted when the resident moved into the home. Per the Lease, painting costs were prorated based on a two-year expected useful life. Based on the foregoing, these charges are reasonable and authorized by California law.
  
  That said, Management reviewed the residents file again in light of their concerns and, as a customer service gesture, will waive the prorated painting charge of $234.49.  
  
  I hope this correspondence clarifies our position with regard to this issue. As always, The Hamptons Apartments appreciates all of our Residents, and Resident satisfaction remains our primary concern. We wish the complainant the best in the future.

  Customer Answer

  Date: 05/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **
  
   
  

• Initial Complaint

  Date:05/19/2025

  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.

  My wife and I have been long-term residents of *********** Apartment Homes, owned by the Irvine Company, for nearly 8 yearsliving in the same unit for the last 5. Over this time, we have experienced a pattern of ongoing and unresolved issues, including multiple water intrusion and flood events, serious safety concerns involving threatening neighbors, unauthorized individuals entering our home, and security staff routinely failing to respond to incidents appropriately or truthfully.Despite numerous attempts to work collaboratively with management, our concerns have been consistently dismissed or ignored. Most recently, on 5/6/2025, a building-wide flood occurred after a sprinkler line was broken due to staff negligence. This caused major water damage and forced all residents to evacuate. As of 5/19, there is still no resolution or transparency. We have received inconsistent information from staff, including false verbal statements contradicted in writing. We were informed we must vacate our home by 5/21, despite other residents being granted extended relocation timelines.This situation has caused significant emotional, financial, and physical stress. One employee has provided conflicting information to us and at least four other residents, with responses to urgent inquiries delayed by 2448 hoursduring an active displacement emergency.Resolution Requested:We are requesting the following:Immediate placement into a comparable unit without any increase in rent.A minimum one-month rent credit to reflect the disruption, displacement, and poor handling of this situation (we have 6 months remaining on our lease).Reimbursement for increased SDG&E costs due to a large generator installed in our unit by the company, which raised indoor temperatures above 90F and forced extended A/C use.We are seeking fair treatment and accountability after years of unresolved issues and the mishandling of an emergency event caused by company negligence.

  Business Response

  Date: 05/21/2025

  We sincerely apologize for the inconvenience experienced by the complainant due to the unforeseen pipe break in the unit above. As soon as we were made aware of the issue, we took immediate action to mitigate the impact, including offering temporary relocation to a hotel during the necessary repairs.
  
  Since the time of the BBB complaint, we have worked closely with the complainant to resolve the matter. We have since transferred them to a new unit within our community and have covered all expenses related to the move to ensure a smooth and stress-free transition.
  
  Our residents' comfort and satisfaction remain our top priority, and we are committed to taking proactive steps to address concerns quickly and thoroughly.

  Customer Answer

  Date: 05/23/2025

  We have indeed been working closely with the leasing office in getting this matter resolved. I would like to make it know. That ****** and ******* in the leasing office have been fantastic in getting my wife and I squared away as urgently as possible. 
  

  However, even with this being said, we are still not entirely satisfied. 
  We were unable to get keys to the new apartment until the DAY OF us NEEDING to be out, so we as two people, were given only about 13 hours to entirely move to a new building- on the third floor. 
  My wife and I moved as urgently as possible, putting extreme stress and strain on us- also needed to take additional time off of work- and thankfully were able to get everything moved over- but not without physical repercussions.

  Relocation has more or less been resolved, however our request of a one month rent credit and partial SDGE reimbursement (from dehumidifiers/generators in previous unit) continues to get overlooked. We were told we would be reimbursed UP TO $1000 but receipts for moving expenses must be provided- this is what we are still unhappy with.

  With how horribly the company has dealt with this entire matter, the false information, lack of communication, major inconvenience, etc- a one month rent credit as well as SDGE reimbursement is a more than fair request. 

  This entire ordeal has been undoubtedly the absolute worst experience that I have ever had. All we want is proper compensation when all is said and done and the fact that two whole weeks went by before ANY (even PARTIAL) resolution happened is appalling. 

  Business Response

  Date: 06/05/2025

  As soon as we were made aware of the water intrusion originating from the home above, at no fault of the community, we took immediate steps to help resolve the issue for the affected resident. This included offering a temporary hotel stay during the repair period. When the resident declined the hotel option, we arranged for an on-site transfer to a new home. In addition, we provided $1,000 to assist with moving expenses and offered an additional $1,000 as a goodwill gesture. A total of $2,000 was applied to the residents account.

• Initial Complaint

  Date:05/17/2025

  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.

  Absolutely Horrible Mailroom Management . Living at ************* Apartments has been a deeply frustrating experience, and I strongly advise anyone considering this place to think twiceespecially if you ever plan to receive packages or mail.Over the course of my time here, Ive lost more than $2,000 worth of packages due to the abysmal state of the mailroom. Despite repeated complaints, the property management team refuses to take any responsibility. Their go-to response? Blame the delivery personnel. Every. Single. Time.Most recently, an important legal document was misplaceda serious matterand their response was beyond disappointing. They were completely unhelpful, refused to escalate the issue, and wouldnt even allow us to reach out to nearby residents to ask if the mail was misdelivered. Multiple requests for basic support were ignored. Its clear theyre more interested in covering their tracks than actually helping residents.If only they paid as much attention to residents' concerns as they do to the landscaping. Sure, the grounds look nicebut whats the point of a well-trimmed lawn if you cant receive your legal paperwork, personal deliveries, or valuable items safely?Redwood Place might look good on the outside, but behind the faade is a management team thats indifferent, evasive, and incapable of handling basic responsibilities.

  Business Response

  Date: 05/22/2025

  Management assisted the resident in the office on May 12, 2025 when the resident came into the office to inquire about a lost package that was delivered on May 8, 2025. Management reviewed all deliveries for the household along with all deliveries on May 8, 2025. After reviewing deliveries it was clear that the carrier, ***, delivered into the locker system for other residents that same day but not for *****. This information was shared with the resident where he additionally shared with us that his package required signature and shared a photo from *** showing that the package was left outside the mailroom in the hallway. Management took an extra step the same day to review the other mailrooms and see if the package somehow was delivered to another resident with the same apartment number. After determining that this was not the case, this information was shared with the resident where he then left the office to reach out to DHL. 
  
  On May 14, 2025, the resident called the office and spoke with a CRR about this lost package again. Our CRR stepped outside to audit the entire mailroom and open all lockers to ensure that the package was not somehow delivered in the locker. After confirming that this was not the case our CRR notified the resident. Additionally, the resident requested that our office emailed all residents in his building, however, they are unable to do so as our communication to residents is solely for community updates, repairs, or inspections. This information was also shared with the resident. 
  
  We have reviewed the resident request and have reached out to set up an in person meeting with the Community Manager on Tuesday, May 27, 2025 to discuss how our office handles package inquiries. Additionally, we have offered the resident a sooner appointment with the Assistant Manager should they wish to meet with a manager sooner. We have not heard back from the resident just yet.