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

• 

  Torrey Villas

  11100 Vista Sorrento Pkwy San Diego, CA 92130

• 

  Irvine Company Apartment Communities

  1553 El Camino Real Redwood City, CA 94063-1938

• 

  The Village at Irvine Spectrum - Delrey

  57 Prism Irvine, CA 92618

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:07/06/2023

  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 moved out from San Carlo apartments.I left apartment in very good condition.But they changed me ******** for carpet replacement with explanation that they found three spot underneath.They charged me because we have small dog and my family just arrived to ***.U spent around ***** for the period of living.They took my deposit and want 980 extra.If no they sent it to collections.No one showed these spots to me, just sent it photos.I ********'s fraud and extortion.

  Business Response

  Date: 07/12/2023

  Management inspected the complainants unit after they vacated and determined that a full carpet replacement was necessary because of indelible stains caused by pet urine. Because the carpet in their former apartment was last replaced on 03/05/2022 (prior to their move-in on 3/16/2022) and no other residents occupied the apartment during that time, we determined the damage occurred during the complainants tenancy. They were therefore charged for the prorated cost of replacing the damaged carpet. 
  
  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to make any other adjustments to the security deposit disposition. 

• Initial Complaint

  Date:07/06/2023

  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.

  While living here I reported many noise complaints to management due to extreme excessive noise. Management did not provide any solution during that time (3-4 months). I was told to call security when the noise persisted. Security never answered the phone. I was told to text security and then told not to text the ****************** provided me with the wrong phone number despite many concerns about the noise and lack of security answering the phone. I was told not to make noise complaints but that statement was retracted after i put it in writing to management. I had no choice but to move out as the music was excessive and harming my mental and physical health. I estimated that a noise complaint was made approximately 20% of the time i was home at the property. After giving notice that I needed to move out due to the lack of resolution for 3-4 months Newport bluffs demanded that I pay two months rent. I explained the situation and showed them all emails and videos of the noise I provided to them during that time. Nonetheless they were adamant that the noise was my issue. I was speaking with management on the phone and through email. After two weeks of no responses to my correspondences, my 30 day notice had expired and I vacated the property due to the excessive issues i was having with management. Management is now saying that since I left prior to a resolution I must pay 2 months of rent. The only reason there is no solution is due to poor management, lack of responses, and negligence. This business will refuse to work with you to come to a solution. Further they will completely fail to answer phones and respond but then blame you for their failure to respond. This business cares more about money than coming to any resolution with tenants.

  Business Response

  Date: 07/20/2023

  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to waive any lease termination charges.

  Business Response

  Date: 05/23/2024

   We are sorry to hear that your experience did not live up to the standards we pride ourselves on. Our goal is to provide an exceptional living experience for all of our residents, and we are disappointed to hear we fell short of your expectations. With that being said we have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to waive any lease termination charges. Thank you for taking the time to share your feedback and help us improve.

• Initial Complaint

  Date:07/02/2023

  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 rented an apartment at the North Park Apartments owned by Irvine Company on March 2020.After, I found that there was weed smell was coming from the downstair apartment which I also complained to management many times. Then North Park told me that they would allow me to switch to another apartment in another building. I switched to another partment in July 2020. After switching to another apartment, they informed me that I still owed them first apartment rent for 30 days as 30 days notice period. During the entire discussion of changing apartment, North Park Staff didnt mention that I have to pay rent for the left over 30 days notice period as well as the new apartment rent. North Park staff couldnt show any email communication regarding ******************************************************************* It was covid time and I was also going through a difficult divorce situation so I paid them penalty. I just finished my divorce and strogly feel that North Park staff misled me to believe that they are genuinely helping me change my apartment due to weed smell issue but later I forced me to pay around $3000 as penalty as 30 days notice for the first apartment. If North Park clearly told me about this then, I could have waited for 30days notice to over and then switch the apartment.

  Business Response

  Date: 07/12/2023

  Management exchanged several emails with the complainant regarding the transfer process and which accommodation and waivers would be approved. On 07/15/20 a member of management exchanged an email with the complainant at 4:37pm in which the requirement of a 30 day notice period was disclosed. During this same time period another member of management spoke with the complainant via phone where they also disclosed the requirement of a 30 day notice period but expressed that they had obtained approval to waive the transfer fee. Records indicate that management at the time sent the complainant copies of the emails that confirmed they had disclosed the requirement of a 30 day notice period. The requirement of a 30 day notice period was also contained in the complainants signed lease agreement. 

  
  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to make any other adjustments.

  Customer Answer

  Date: 07/12/2023

   

  I dont accept thier explanation. Why dont Irvine Apartment provide any written proof in any of my email corresposndence with onsite staff where they told me that I have to pay remaining 30 days rent. If I was told clearly them I could have delayed my move to the other apartment. I was only told these charges after I moved to another apartment.

  I was having weed smell problem from downstair apartments and I was let belive by the onsite staff that they are exchaning the apartment as cursey to resolve the issing but never clearly informaed by staff that I have to pay almost a month rent for other apartment too. I signed 30 days notice as a formality as requested by the staff I was working with to get transffered to another aprtment but never told indeed I have to pay 28 days of rent of the older apartment  equal to ~$3000. Staff even mentioned me that I will be credited back the left over rent from the previous apartment after I move. I came to know about the new changes only after the exchnage of apartments.

  The person I was working was a inter(or newer staff) and after this issue I was not allowed to even communicate/talk to him to confirm that he never told ******* paying 30 days rent. 

  I would like to resolve this issue on BBB platfarm instead looking for other options.

  I decided to stay with you guys for safe and peaceful stay and fully belived you helping me to exchange the aprtment and never expected the penalty for the exchnage.

  Best Regards,

  Sunil

   

  Business Response

  Date: 07/19/2023

  In response to the complainants request that we reconsider our position, we have once again re-evaluated their resident file regarding their concerns. Nonetheless, after careful consideration our position on this matter remains unchanged and we will not be making any adjustments with consideration to the length of time that has elapsed and the current information available. Should the complainant provide verifiable, written communication from the time period in question that they believe warrants an additional review, we will readily evaluate it.

  
  I hope this correspondence clarifies our position with regard to this issue. As always, we appreciate all of our Residents, and Resident satisfaction remains our primary concern. However, in the absence of additional information to review, at this time, we consider this matter to be closed. 

  Customer Answer

  Date: 07/25/2023

  I would be happy to provide you all my email communications with your resident offce during trasnfer of apartment and at no point i was told that I have to pay 30 days rent for the other aprtment too. 

  On the other hand I would like Irvine Compnay to provide any email communication or any opther proof to prove that your resident office warned me about this.

  As I tiold you that I was going through divorce and didn't had bandwidth to raise this issue. I strogly belive that what Irvine Copmabny did was totally unacceptable to a residence which rented apartment based on the repuation of your comnpany.

  Please let me know which email I should forward all the email communication I had with your resident office?

  Best Regards,

  Sunil

• Initial Complaint

  Date:06/19/2023

  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 lived in Rancha Santa Fe Apartment homes in ****** for almost two decades. Since **** - Back on Thursday, Mar 2, 2023 (over 3 months ago), we reached out to our complex office via phone and then email advising our office managers about concerns with our new tenants on: 1) Revving of their engine in their vehicle in their garage causing our entire house to shake and feel very unsafe 2) Excessive noise of the engines of their two vehicles being scary and very loud 3) *********** tools on their vehicles and around their home during quite hours of 9pm and 6am -All of the above occurring all hours of the day and night, mainly being extremely stressful, scary and loud for myself and specially my elderly parents who have health issues and waking them up often times from deep rest of sleep at night during quote hours by the revving of the engine and the home shaking extremely due to the vehicles engines. -We have reached out to the community office over a dozen times, while they have requested evidence and we have provided a handful of videos showing the engines revving and using the vehicles in during quote hours and throughout the day causing the house to shake and becomes scary while we are in the safety of our own home and often times in deep sleep having to wake up in a panic. -They have continues to ask for more evidence, however we dont know what additional evidence we can provide (and they have not provided any additional ideas), without putting ourselves in the line of fire and danger with a tenant that is hostile and has been aggressive -On Friday, June 16th the tenant below us was using his garage between the hours of 10pm-2am as a auto shop to fix a car. -After being woken up by the use of drills and tools we decide to go down to speak to our neighbors calmly and respectfully to ask them to kindly keep it down at 12am -I approached the couple with "Hi, how are you?, can you please keep it down" the man quickly approached me with his head light on blinding my eyes and speaking loudly I dont care, I dont care call the police -We recently found out our neighbors on the other side of the tenants have also had similar interactions and complains as well -The only resolution the Irvine company has provided is for myself and my elderly parents who are considered (senior citizens) is to move units and in the process of moving also pay additional fees in rent, moves, support etc...

  Business Response

  Date: 10/25/2023

  On June 17, 2023, the complainant reported that there was an incident with the other resident.  The complainant claimed that they were woken up from excessive noise caused by the other resident working on his vehicle after 10:00 PM.  The complainant approached the other resident and claimed they were spoken to in a hostile manner. 
  
  The Community Manager contacted the other resident and they communicated that they were not working on their vehicle in the manner described and it was before 10:00 PM.  They also claim that the complainant entered their garage, which is considered their premises without permission and started yelling at them about the noise.  The other resident asked them to leave and to call Courtesy Patrol to address their concern.  
  
  
  The Community Manager contacted the other neighbor on June 22, 2023 to thoroughly investigate the complainant's report of the incident on June 16, 2023.  The other neighbor did not validate the information reported by the complainant.  They just wanted to support their neighbor and expressed that they did have one concern which was when the other resident was moving in, they were noisy until midnight.
  
  
  Management investigated the incident that occurred on June 16, 2023 by speaking with the other resident and the other neighbor that the complainant claimed also had an incident with the other resident. Management was unable to confirm the actions of both parties and no action was taken to address. 
  
  
  Management has not received any substantial evidence from the complaint to validate the excessive noise and we can not take action against the other resident.  Our position remains unchanged until the complainant provides reasonable evidence.
  
  Thank you,
  
  Reputation Management 
  
  Irvine Company Apartment Communities

  Business Response

  Date: 05/24/2024

  On June 17, 2023, the complainant reported that there was an incident with the other resident.  The complainant claimed that they were woken up from excessive noise caused by the other resident working on his vehicle after 10:00 PM.  The complainant approached the other resident and claimed they were spoken to in a hostile manner. 
  
  The Community Manager contacted the other resident and they communicated that they were not working on their vehicle in the manner described and it was before 10:00 PM.  They also claim that the complainant entered their garage, which is considered their premises without permission and started yelling at them about the noise.  The other resident asked them to leave and to call Courtesy Patrol to address their concern.  
  
  
  The Community Manager contacted the other neighbor on June 22, 2023 to thoroughly investigate the complainant's report of the incident on June 16, 2023.  The other neighbor did not validate the information reported by the complainant.  They just wanted to support their neighbor and expressed that they did have one concern which was when the other resident was moving in, they were noisy until midnight.
  
  
  Management investigated the incident that occurred on June 16, 2023 by speaking with the other resident and the other neighbor that the complainant claimed also had an incident with the other resident. Management was unable to confirm the actions of both parties and no action was taken to address. 
  
  
  Management has not received any substantial evidence from the complaint to validate the excessive noise and we can not take action against the other resident.  Our position remains unchanged until the complainant provides reasonable evidence.
  
  

• Initial Complaint

  Date:06/14/2023

  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 lived at Unit 41-M254 on Murica Aisle in Irvine, CA from 8/2/21 to 9/1/22. When our unit was vacated I received a check for the deposit totaling $8003.74. This check was drawn on ***** ********** and dated 9/27/22. I deposited the check into my ********** account on 10/3/22. ***** cashed the check and put it into my account but then they immediately marked it as pending and would not give me the money. Then the money was removed from my account on 10/14/22 and ***** closed my account the same day. When I followed up to see why I did not receive the funds I was told repeatedly that ***** Fargo had marked the check as "potentially fraudulent" and because they marked it this way it caused ********** to follow their Verification Protocol. This Protocol requires them to contact the company who wrote the check. In this case that would be Irvine Management Company. I was told that the number they have in their database for Irvine Management Company is incorrect and goes to a hospital. Since they couldn't verify the check, they cannot release the funds to me. They asked me for a copy of my lease and I provided it, but since my lease was with San Carlo Apartments, that did not meet their qualifications to verify Irvine Management Company.After many escalations within ********** I was told that the only solution would be for Irvine Management Company to contact ********** and get their Verification number updated in the system. This requires somebody that works for Irvine Management Company to go into a ********** location and show verifiable documents that the company exists, are a legal company and have a legal phone number which Chase can use for this Verification Protocol.The Irvine Management company has been extremally and completely unhelpful in sorting out this discrepancy. There is almost no way to reach anyone who can help in any way to resolve these issues. As it stands I have no access to the more than $8,000 dollars that belongs to me.

  Business Response

  Date: 10/25/2023

  
  Thank you for your attention to this matter. Management has reviewed this account with the complainant's resident file on multiple occasions and has confirmed that the confusion was the resident's bank/Chase.  Management has now re-evaluated the complainants resident file regarding their concerns and confirmed that the refund check totaling $8003.74 was cashed and cleared on October 4, 2022.  As of June 22, 2023, it was confirmed that ********** did in fact, honor the deposit, and funds have been received in their account.
  
  --
  Thank you,
  
  
  *****************************
  
  Irvine Company Apartment Communities

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service 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.

  Oak **** Apartment (an Irvine Company Community) is asking me to pay for the cost of re-painting the apartment after I lived there for 1 year and moved out at the end of my lease. My lease agreement DOES NOT say that tenant is responsible for painting the apartment unless it's beyond normal wear and tear. I left my apartment in an impeccable and clean condition. There were no damages to the walls that would make the tenant responsible. They also did not find any damages during the pre move-out inspection. They charged me for carpet cleaning, apartment cleaning and re-painting the apartment. I have, since, paid them for the carpet cleaning and apartment cleaning. However, I am not going to pay for repainting the apartment as it is not required by the ********** law or the terms of my lease agreement. I had asked their on-site staff before I moved out that "on what grounds, law or lease agreement terms, they are asking me to pay for repainting the apartment". They could not provide me any evidence or lease terms that would make the tenant responsible for re-painting. I have also emailed them several times in the last month. They have stopped responding to my emails and keep sending me reminder emails about the pending charges of $122 for repainting, which constitutes harassment. I have attached snapshots of my lease agreement specifically proving that I am as a tenant is not responsible for re-painting the apartment beyond normal wear and tear. Painting an apartment for a new tenant is a maintenance issue. They are essentially trying to charge me for what constitutes as a normal maintenance of the property for which the landlord is the responsible party. I would like a get an apology from the business for constant harassment via email. I would also like them to remove the re-painting charges from the final bill since I am not responsible for it.

  Business Response

  Date: 06/19/2023

  We appreciate all of our Residents, and Resident satisfaction remains our primary concern, however, due to privacy policies put in place to protect our residents, at this time, we are unable to provide a comprehensive response via the Better Business Bureau platform. We apologize for any frustration you have experienced and we will continue to work with you directly.
  

  Customer Answer

  Date: 06/19/2023

  Business has threatened to send my account for collections without providing an adequate answer. They keep repeating the same lines and provide their interpretation of the lease agreement. There is a power imbalance here and they are using this power imbalance to make me pay the money I am not owed. There is no case of privacy when the tenant is initiating the case. 

  Business Response

  Date: 07/12/2023

  In response to the complainants request that we reconsider our position, we have once again re-evaluated their resident file. Nonetheless, after careful consideration, our position on this matter remains unchanged and we are unable to provide further details via the BBB platform. We hope this correspondence clarifies our position with regard to this issue. As always, we appreciate all of our Residents, and Resident satisfaction remains our primary concern. However, at this time, we consider this matter to be closed.

• Initial Complaint

  Date:06/06/2023

  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.

  All bathrooms in irvine company rental apartment have a shower sliding door that is way lower than average adult height and very easy for users to get hit by the head. I hit my head on the upper metal frame of the sliding door even I paid attention when I moved in. After that, I suffered from severa symptoms of concussion and frequently affected by persistent post-concussive symptoms for one year. Thousands of dollars have been cost for the medical care caused by this hit. Furhtermore, my daily life and normal work schedule are severaly impacted until now.For that, I request irvine company's formal apology and modification to the height of the shower room sliding door which could easily cause injuries to many other users. I also request financial compensation for all negative impact in my daily life that is caused by the improper design of this sliding door.

  Business Response

  Date: 06/12/2023

  Management reviewed the complainants concerns and determined that the shower door frame is at a reasonable height of 72. This was determined based on industry standards and is in consideration that tenants may be of different heights or have different requirements and preferences. In response to the complainants request for a change to the height of the shower doors, management is willing to consider any modification requests that are reasonable and would effectively meet the complainant's needs, and to otherwise engage in an interactive process with them.
  
  Management also determined that there wont be compensation for this incident as based on the complainants description it was caused by an accident from improper usage of the shower doors and frame, and not from being installed or designed improperly. Resident satisfaction remains our primary concern and Management is willing to have an open dialogue with the complainant regarding any potential changes they are requesting to their apartment. 

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising 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.

  On October 11, 2022 and December 10, 2022, I reached out to our apartment maintenance team because of problems in our sink. Then on March 2, 2023 I had to reach out again because I noticed they our sink was still leaking and there was mold growth now. They, without relocating **, had to pull out the dishwasher and redo the drywall under the sink and redo the surrounding cabinet. They had a dehumidifier running non stop for two whole days to dry out the wall and there was dust and wood microfiber covering everything in the kitchen area. It was so loud and aggravating my allergies so we relocated ourselves for a night. I asked for compensation and was told they could not offer any. Every time our sink leaked, I had to throw away some things stored under the sink because of rust formation.On May 31, 2023, upon checking under my sink again, I found all of my Dyson vacuum attachments submerged in water that filled the storage container they were in, as well as rust formation again on some of my cleaning supplies due to contact with water.

  Business Response

  Date: 06/09/2023

  Remediation was performed in the unit on 3/22/23 to address a leak under the kitchen sink, it was completed on 3/24/23. The repairs were completed by licensed contractors and the issue was resolved. On 6/2/23 the resident reached out to the office via email stating that a bucket under her kitchen sink had become full of water. She agreed to allow our Service Manager to come inspect her sink on 6/6/23. There was no visible water or dampness; he performed 3 -4 different tests including connections to the dishwasher. All parts, pipes and drains were found to be working correctly and no leaks were detected. After the inspection, the property manager followed up with the resident to let her know the findings and asked if a call could be scheduled to discuss further which she has agreed to. We will continue to address all issues brought to our attention in a prompt manner.
  

• Initial Complaint

  Date:05/20/2023

  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 am writing to share my recent experience with Irvine Company Apartments, specifically Park West Apartment. I have been a tenant since 2018 and after 5 years of recently(3rd May 2023) transferred to different community within Irvine community , a process that was a nightmare. The post-move out bill I received additional charges was $2,000, which I find unacceptable. I had scheduled a pre-move out inspection waited from morning 9:00 AM to 1:30 PM and no one visited as per schedule date and time no quote was provided to me , but upon moving out, the bill was significantly higher. Attempts to inquire about the bill were met with unsatisfactory responses, with no inquiries addressed. The apartments claimed that the paint fee was $500 which is for second coating. As per CA state law they should not charge for any fee for painting if they leave for more than 3 years. They are charging $392 for bathroom Reglaze showing some black moles, but we do some complaints raised previously on this issues as per maintenance team if there is no Air flow those moles will come. There is no way we can open rest rooms always for Air flow. They are charging to $522 for Vinyl/Tile replacement, this is happened because of dish washer water leakage there was compliant raised for the same and when maintenance team visited apartment we shown Vinyl damage and maintenance team should that in their notes. If the maintenance team did not added this damage in the their notes why do I need to pay for this. Also, they charged $220 for counter top damage. I feel after staying for 5 years in one apartment it will be very difficult to maintain all the equipment at good condition and I feel these charges are very high.I have requested to check these issues once and consider for discount but the apartments are unwilling to negotiate, I have sought legal advice. Please do help and help to reduce some additional charges.

  Business Response

  Date: 06/12/2023

  In response to the complainants request that we reconsider our position, we have once again re-evaluated their resident file regarding their concerns. Nonetheless, after careful consideration our position on this matter remains unchanged and we will not be making any adjustments to the complainants security deposit disposition. 
  
  I hope this correspondence clarifies our position with regard to this issue. As always, we appreciate all of our Residents, and Resident satisfaction remains our primary concern. However, at this time, we consider this matter to be closed. 
  
  Thank you,
  

• Initial Complaint

  Date:05/09/2023

  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 applied for the unit at Santa ***** Square # ** - 249 on March 26, 2023 and made a phone call to cancel the application later on the day. My roommate made phone call on the same day and she was informed that the application was cancelled. I checked their policy that they will refund me 300 USD. I followed up with them multiple times during March 26, 2023 to May 8, 2023, however I was either told to wait, or my E-mails were ignored.Rough timeline:1. April 4, 2023 Sent E-mail to ************************************************************* 2. April 5, 2023 Speaker with ***************************** who asked me to forward the receipt to her 3. April 6, 2023 ******************************* replied me and the refund takes **** business days 4. April 14, 2023 ******************************* told me he did not issue me refund on March 26 when I verbally cancelled the application and he processed the refund during the call, I'll be receiving the refund in 10 days 5. April 30, 2023 followed up with ***************************** and ICAC-Santa-*****-Square-Leasing-************************************************* no response from ***************************** till today 6. May 1, 2023 ************************* respond me and told me she will update me the status, no response after 7 days of waiting.6. May 3, 2023 Contacted Irvine company via phone and talked to someone from application department, was told my application was not cancelled on March 26 but was cancelled on May 1st, it was flagged for refund by manager and suggested me to contact Santa ***** Square onsite team -> made 3 phone call so far, no one ever picked up the phone There are so many back and forth efforts and those who told me will help never circle back and I have to reach out over and over again.

  Business Response

  Date: 05/16/2023

  Upon being notified that the complainant would like to cancel their application/partial hold for the apartment, the leasing agent initiated the process to refund the $300 holding deposit on 04/14/2023. Since the complainant's name was not found in our active resident records, the case was closed with the belief that it was generated in error. The refund request was then reopened on 05/01/2023 to re-request the $300 partial deposit refund. Since the application came in as a partial hold and was canceled the same day, the payment was not found in our active resident records. The paid $300 partial deposit was found on 04/10/2023 under the Miscellaneous Income Ledger for Santa ***** Square VII. The refund was completed by our ******************* team as of 05/10/2023. We hope this correspondence clarifies our position with regard to this issue. As always, we appreciate all of our Residents, and Resident satisfaction remains our primary concern, however, at this time, we consider this matter to be closed.