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.

close

Find a Location

Irvine Company Apartment Communities has 155 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Irvine Company Apartment Communities

  Irvine, CA 92617-3045

• 

  Monte Vista Apartment Homes

  2507 Northside Dr San Diego, CA 92108-2798

• 

  Torrey Ridge

  4695 Torrey Cir San Diego, CA 92130

• 

  The Bays (Baywood) Apartments

  1 Baywood Dr Newport Beach, CA 92660

• 

  Irvine Company Apartment Communities

  PO Box 2600 Newport Beach, CA 92658-8985

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:03/15/2025

  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.

  Issue is related to constructions inside of the apartment home. I moved into this particular apartment in 09/2024 and notified the company immediately about a smell in the apartment. After 5 month of back and forth with their resident services they initiated an inspection which lead to the conclusion that the apartment was not habitable and needed work. The work started on 02/19/2025 and I was told it would take maximum 1 month to complete. Currently the project has been delayed significantly and the environmental health services team who was in charge of this project hasn't provided any useful information on the timeline of this project. No email replies for 10 days and phone line is always busy.

  Business Response

  Date: 03/20/2025

  Upon thorough review of the maintenance work order history concerning the reported malodor emanating from the sink, it has been determined that all submitted requests were addressed by our maintenance personnel in a timely fashion. Specifically, work orders were logged on November 19th, December 6th, January 4th, and February 3rd. While our maintenance team undertook comprehensive remediation efforts, including the complete replacement of the associated piping, the odor persisted. This necessitated further investigation and subsequent involvement of our Environmental Health and Safety (EHS) department.

  Regarding the complainant's assertion of communication deficiencies with EHS, a meticulous review of the email correspondence between the complainant and EHS has revealed no instances of delayed responses. It is plausible that the complainant's concern pertains to telephone communications, as the email responses from *** were consistently provided in a timely manner.

  Customer Answer

  Date: 03/20/2025

  
  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,
  
  Mingze Wan
  
   
  

• Initial Complaint

  Date:03/13/2025

  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.

  My car was towed at The Village ************** on 03/06/2025 and I had to pay $340 to get it back as I was not given a pass by the guard. The guard at the entrance would not come out of the guard shack. Their negligent and irresponsible staff is completely to blame for this incident. They did not do their job, and many other residents have had the same complaint. There have been times guests have gone into the property without a pass due to the printer not working or the gate was completely one with no one there. I also have proof that on Thursday night 03/06/2025 I wasnt the only one who came into the property without a pass because the guard would not come out. I was registered in their properties system. I did everything I NEEDED to do, and this was caused by The Villages staff. This is completely unacceptable. Not only did I lose $340, but this tow made me miss an important doctors appointment that I took time off work to attend. Which was the ONLY reason I had stayed over. I will be taking this to whoever I need to so this property is finally exposed for the horrible place it is. This is a scam being run by the management team and that towing company. I need to be reimbursed as this is completely the Irvine Companys fault. I will also take it up with whoever I need to in order to get my money back.

  Business Response

  Date: 03/19/2025

  Thank you for reaching out and sharing your concerns regarding the towing incident that took place on 03/06/2025 at The Village **************. We truly understand your frustration, and we want to assure you that we have no intention of taking advantage of any of our residents or guests. Our goal is to maintain a safe and pleasant living environment for everyone, and we take concerns like yours very seriously.
  

  We want to acknowledge that our parking rules and procedures are clearly outlined, and we strive to ensure they are followed properly. However, we also understand that issues like this can sometimes arise due to human error or technical difficulties. We apologize for any inconvenience or distress this situation may have caused you, especially considering your missed appointment and the unexpected towing charges.
  

  While we do not condone any negligence or lack of professionalism on the part of our staff, we believe the best course of action is to sit down and have an open conversation to understand the situation fully and see if we can come to a resolution that is fair to all parties involved. We want to make sure we address any concerns you may have regarding this incident and look into any areas where we can improve.
  

  Please feel free to contact us at your earliest convenience so we can arrange a time to meet. Our goal is to resolve this matter in a manner that is satisfactory to you, and we remain committed to ensuring that all of our residents and their guests have a positive experience at The Village ***************
  

  Thank you for your understanding, and we look forward to speaking with you soon.

  Customer Answer

  Date: 03/24/2025

  
  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:03/11/2025

  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 lived in the ****** community from 2019 to 2024. Our move-out experience was terrible and unresolved. I broke the apartment lease, paid one months rent notice, and two additional months, totaling around $9,000. The apartment community did not waive the notice period.Problems began when the Irvine company started repairs before we handed over the keys, damaging our stuff which eventually had to be trashed .After reporting the issue, the leasing office admitted it was their mistake. Later, I received an $897 bill for move-out expenses.I wanted to document this situation with Irvine customer service so that my losses can be recovered and I was mentally shocked with this privacy breach.Apartment community took this problem as offensive and they revised my final settlement from $897 to $2,820 after two months of communication with Irvine customer service team.I was shocked to see final settlement raised by $2k after me reporting issue to irvine customer service team.Eventually they forced me to pay more in final settlement without even talking recovering my losses.I am shocked by this change and how the situation has unfolded.

  Business Response

  Date: 03/19/2025

  Management inspected the apartment with photo documentation showing that no personal belongings remained in the apartment with exception of a few food items in the freezer of which management has previously offered to reimburse. Management also offered to reimburse complainant for the time our team was working in the apartment in addition to the waiving of complainants cleaning charges. When complainants final account statement was sent, it was made very clear that this statement was an estimate and that a final version would be sent when final invoices were received. Due to damages left in the apartment that were clearly documented at move-out, it was necessary that management made the repairs to restore the apartment to its original condition as the resident received it. These charges are reasonable and authorized by California law.
  
  Finally, Management has offered to discount the final account statement for the complainant as a gesture of good faith for the complainants experience. At this time we respectfully decline to make any further changes to the final account statement or security deposit disposition.

• Initial Complaint

  Date:03/06/2025

  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.

  My apartment Harborview Apartments in ********* flooded, the leasing company refused to adequately resolve the problem, refused to place me in alternative living situation, and the sink continued to flood through my move out date. The Irvine Company and I agreed to part ways without any monetary adjustment, I did not receive my deposit back. I recently found a collection notice from this entity.

  Business Response

  Date: 03/11/2025

  Management responded to an emergency for an overflowing kitchen sink on 4/22/24. The drain was cleared and the affected areas cleaned. Management booked the complainant a hotel to stay in temporarily until a scope of work was received, however the complainant did not check in.
  

  Temporary relocation was required as the kitchen and bathroom would be unavailable during the repair process. Management encouraged the complainant to contact his renters insurance for relocation assistance and that we would provide a rent credit for the days that he self-relocates. Management also offered to place him in a hotel at the companys expense, however no rent credit would be issued. Management also offered permanent relocation via on-site transfer. The complainant did not accept any offers and refused to temporarily relocate. 
  

  On 5/07/24, outside counsel prepared a letter reiterating his options including: temporarily relocating to a hotel at the Companys expense, self-relocating through renters insurance or otherwise in exchange for a rent credit, or an early termination agreement. We received no response and proceeded to serve a 3 day notice to perform covenant or quit demanding the complainant temporarily relocate on 5/17/24. After receiving notes on our door on 5/20/24 stating that we still did not have PTE, a 3 day notice to quit was served on 5/23/24. The complainant informed us he was not leaving on 5/24/24. An unlawful detainer case was initiated on 5/29/24 for noncompliance.
  

  We reached a stipulation in which the complainant would vacate by 7/12/24. It also stated that the deposit would be handled in accordance with Civil Code Section ****** and both parties reserve the right to pursue claims against the other including but not limited to unpaid rental charges. Because there was an unpaid balance for rent and utilities upon move out, the deposit was applied to these charges. Payment has still not been received so the account was forwarded to a collection agency.

• Initial Complaint

  Date:02/14/2025

  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 moved out of Irvine Corporate Apartments on December 19th and received a "Final Account Statement" on December 31st, signed by the manager. However, on February 7thmore than a month laterthey issued a new bill with additional charges, now claiming that this was the true "Final Account Statement." This is completely *************** is clear that they are attempting to impose arbitrary charges after I have already settled my account. Their justificationthat the first statement was merely an "estimate" despite no indication of suchis both misleading and unethical. If their logic holds, what prevents them from issuing more revised bills indefinitely? And the second bill didn't even have the manager's signature.I have made multiple attempts to resolve this matter directly with them, but they refuse to acknowledge their wrongdoing. I strongly urge the BBB to intervene, as this practice is unfair and unjustifiable. I expect a resolution that holds Irvine Corporate Apartments accountable for their misleading billing tactics.

  Business Response

  Date: 02/21/2025

  Management completed the complainants final account statement on 12/31/2024, 12 days following their move out. The final account statement was considered an estimate due to pending carpet cleaning charges, with a charge of $208.54. Once final invoices were received for carpet cleaning, including stain removals and a deep cleaning, the revised final account statement was sent out with a $375.34 charge. As a result the revised final account statement was $166.80 more than the estimate sent out. 
  
  Management also determined that a full cleaning of the apartment and/or carpet was needed to return the apartment to the same condition of cleanliness that it was in when the complainant moved into the home. In addition, heavy staining in the living room area necessitated a specialized stain removal process. These charges are reasonable and authorized by California law.
  
  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:02/09/2025

  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.

  Mi name is ******** Landa *******, Im living in Arcadia Apartments in ************. On January 5, I summited my Lease application to *********** Apartments located in ************** in ************ and ****** dlls of security deposit and *****dlls for credit check were paid. In January 6th my Notice Of Intent To Vacate was summited and approved by the Manager in Arcadia Apartments (sister property of ***********). Later in February first I signed my Lease agreement (with *********************************** Attached document). I hired a moving company for that date and paid deposit. On Friday February 7th I received a phone call (file attached) telling me that the apartment will be not available for my moving date wich February 21st. Until de day of today they are not offering a fear substitution honoring the original price from the lease. My rent now is ******** Im moving to *********************************** to lower my rent to a ******* accoding to my signed lease Agreement. Im going thought a stress breakdown, Im running out of time and I just have until Feb 28 to move out and I really want to resolve this situation on the best way possible.

  Business Response

  Date: 02/11/2025

  We are writing to provide an update regarding the lease application for ********. Upon receiving the keys from the previous resident during the move-out process, we discovered that significant repairs were required in the unit. This led us to temporarily remove the home from the market. These repair needs were unforeseen, as the home had been occupied at the time of ********** application. At that time, we did not have any similar floor plans available in our community, and we offered alternative options at our other properties. Unfortunately, these alternatives did not meet Gabrielas preferences. As the lease agreement was never fully executed or signed by both parties, with the agreement date set for a future time, we were unable to proceed with her application. Due to the unavailability of a suitable home, ******** opted to cancel her application. We have processed a refund of $245.00, which will be credited to the original payment method.

• Initial Complaint

  Date:01/31/2025

  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.

  Park Place issued a check for a partial return of my security deposit. When I tried to cash the check, they issued a charge back, overdrawing an account I rarely use. When I called, they gave no reason for charging back the check. I asked if there was any reason for them to take the money back, and the woman on the phone said she saw no reason. When I threatened small claims action, their lawyer began looking at my LinkedIn profile, which is disturbing and bizarre, especially since they never replied to my demand. When I called again to follow up, they said because I threatened legal action, they wouldn't be responding anymore. I don't know what kind of logic that is. I am writing here as a last ditch effort before seeking legal remedy.

  Business Response

  Date: 02/06/2025

  In response to the complainants request for a partial refund of her security deposit, the Community Manager contacted Mrs. **** by phone on 2/4/2025 to address her concerns and request additional documentation in support of her claim that the bank denied the funds. As of 2/6/2025, we've yet to receive a response from Mrs. ***** but will continue working with her towards a final resolution.

• Initial Complaint

  Date:01/31/2025

  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 am filing this complaint regarding unreasonable move-out charges imposed by my previous landlord NorthPark (Irvine Company) for rental property at ************************************************, where I resided for over five years. Despite my efforts to resolve this issue, the landlord has refused to make any adjustments. Upon move-out, I was charged for carpet cleaning/stretching, a bathroom tub reglazing/replacement, and a general cleaning fee, which I find unjustified:Carpet-Related Fees($192.85): The carpets useful life per the lease is five years. Since I have lived there for over five years, any wear falls under normal use and should not be charged.General Cleaning Fee ($278.35): I cleaned before moving out, and the landlord failed to provide a detailed itemized invoice to justify this charge. Normal wear and tear should not be my responsibility.Bathroom Tub Reglazing/Replacement ($620): The peeling was due to aging. The landlord failed to conduct a pre-move-out inspection as I requested, which deprived me of the opportunity to make repairs myself. The cost of a simple repair kit for the peeling surface is under $20, even with labor, a reasonable repair should not exceed $******** Responsibility Fee: The apartment was re-rented before January 21, 2025, but I was charged for the full remaining lease term. The charge should only cover the gap days between move-out and re-rental date, excluding days for remodeling.I have tried to resolve this with the landlord, but they remain uncooperative. I am willing to pay $80 for the tub repair and prorated rent for the gap days but will not cover the carpet fees, general cleaning fee, or excessive tub reglazing cost. I have no dispute over the final utility charges billed through Conservice and will pay the full amount as stated.Could BBB please assist in resolving this matter and hold the landlord accountable for these excessive and unfair charges? Thank you.

  Business Response

  Date: 02/07/2025

  Management inspected the complainants unit after they vacated on 12/26/2025 determined that a full cleaning of the apartment was needed to return the apartment to the same condition of cleanliness that it was in when the complainant moved into the home. Furthermore, on 11/26/24 the resident was mailed a Move Out Information packet via USP which included a Cleaning Specification Checklist. The apartment was not returned to management in accordance with the specification of the checklist. These charges are reasonable and authorized by California law. At the time of residency no security deposit was held for this apartment and as a result none of the charges were deducted from a security deposit. With that being said the charges owed will still stand and it is our position that all of the charges are justified and proper for the apartment cleaning of $278.35 and we respectfully decline to make any adjustments to this charge.
  
  For the complainants Rent Responsible charge, their move out date was 12/26/24 and their lease ending date was 02/21/2025. The home was not re-rented until 02/05/2025. In accordance with California Law and our internal processes, our *************************** will be adjusting the final Rent Responsibility dates to reflect 12/27/2024 to 02/04/2025. 
  
  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, we are willing to waive the carpet power scrub of $65.55, the carpet repair of $127.30 along with the bathtub re-glaze of $620.00.

  Customer Answer

  Date: 02/20/2025

  Firstly, thank you very much for your help on dispute ID# ********.

  
  

  On February 7, I received two notices from BBBone indicating no response from the landlord and another containing their response. The gmail combined them into one conversation which caused me to miss their response. I filed a new one the same day later, which you could ignore. I only read their response after receiving another notice from the BBB. We accept that the fees related to the carpet and bathtub should not be charged to us, and we appreciate that resolution. 

  
  

  However, there are three remaining concerns I would like to address: 

  1. In their response, the landlord stated that "on 11/26/24, the resident was mailed a Move-Out Information packet via ***** which included a Cleaning Specification Checklist." We sent our move-out notice on 11/26/24 but never received this Cleaning Specification Checklist through mail or email. And there was no pre-move-out inspection, despite our request. We cleaned the whole apartment thoroughly before we moved out. If they insist on charging a general cleaning fee of $278.35, we formally request a detailed, itemized invoice specifying the time, personnel involved, and areas cleaned according to CA law, rather than a general statement indicating a cleaning fee. 
  2. The landlord claims that the unit was not re-rented until 02/05/2025. However, based on my search of their official website, the apartment was listed as available on 01/05/2025 and no longer listed as available as of at least 01/21/2025. According to CA law, the landlord has the responsibility to mitigate damages by making efforts to re-rent the apartment. We request proof explaining why the apartment was removed from their website on or after 01/21/2025, as well as documentation confirming the actual re-rental date of 02/05/2025. 
  3. For the rent responsibility fee, we also request that the cleaning days and remodeling days be excluded (from 12/27/2024 to 01/04/2025, as shown in their statement). These are the days when they occupied the apartment and should be considered part of their property management process rather than our responsibility. After this adjustment, we are willing to pay the portion we are responsible for.

  Could you please assist in reopening this matter or continuing to communicate with them to address our concerns? We truly appreciate your help.
  

  
  

  Best Regards,

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

  Business Response

  Date: 02/25/2025

  While the complainants states that they did not receive the Move Out Information Packet via ****, our internal records indicate this step was completed and management took appropriate steps to ensure the resident received it. Our management team can send the copy to the resident again for their records in response to their request for a detailed breakdown of what is completed by our janitorial vendor as the specifications are identical. 
  
  Immediately upon receiving the complainants notice of intent to vacate, the unit was listed in our systems internal availability list, which is updated daily. While we are not at liberty to disclose our internal marketing and business practices in detail, we can attest that we promptly made reasonable efforts to re-lease the unit. While an applicant applied on 01/19/25 and the unit was removed from the availability list, that approved applicant opted not to move in until 02/05/2025. A hold deposit placed by a prospective resident is not sufficient to end the complainants rent responsibility. Rather, the prospective resident must move into the apartment to end the complainants rent responsibility. California law specifically provides that, upon the abandonment of the unit prior to the end of the complainants Lease, they remain financially responsible for the full rent for the remainder of the Lease Term. As a landlord we are permitted to charge rent responsibility for the days required to return the apartment to market ready condition. 
  
  After thorough review of the complainants points, we maintain that no further adjustments will be made to the rent responsibility amount or end date. Furthermore, while we are willing to re-send the Cleaning Specification Checklist to the resident for their records, we decline to make any adjustments to the apartment cleaning charges.

  Customer Answer

  Date: 03/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am following up on the final move-out charges for my former residence at **********. I would like to provide our final responses:
  1. Please provide a detailed breakdown of the cleaning services performed by your janitorial vendor, as referenced in your response. A clear itemization is necessary for us to review the general cleaning fee.
  2. In your response dated February 12, 2025, you stated: "We have reevaluated the complainants resident file regarding their concerns and after careful consideration, we are willing to waive the carpet power scrub of $65.55, the carpet repair of $127.30, along with the bathtub re-glaze of $620.00." However, these charges were not removed in the updated statement sent on February 24, 2025.
  3. Please adjust the final statement to reflect the waived charges and the corrected rent responsibility period. The statement should accurately exclude the carpet power scrub ($65.55), carpet repair ($127.30), and bathtub reglazing ($620.00), as previously agreed.
  Kindly send the revised final statement once these adjustments have been made. I appreciate your prompt attention to this matter.
  
  Sincerely,

  Xiaomeng
   

  
  

• Initial Complaint

  Date:01/19/2025

  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.

  Business Information:Business Name: Irvine Company Business Address: *****************************************************************************************, Ph:************** Complaint Details:Dear Better Business Bureau,I am writing to file a formal complaint against Irvine Company and Fair ************************ (FCO) regarding a disputed debt amount of $6,745.49. Below are the details of my complaint:Incorrect Estimation and Inspection:The charges for the alleged damages to the kitchen cabinet are based on an incorrect estimation and inspection. Charged 6K which is too excessive and not accurate No Damage to Kitchen Cabinet:We did not cause any damage to the kitchen cabinet. During our tenancy, we requested multiple times for service to fix the lamination, which was wearing off due to normal wear and tear. We were assured by the management that we would not be charged for the lamination when we moved out. However, they are now charging us for it, which is contrary to their promise.Unfair Charges for Stain Removal:The marks on the cupboard are oil or grease stains, which can be easily removed with a high-quality stain remover. Charging us such a substantial amount for something that can be cleaned easily is unreasonable and not in line with the expected standards of Irvine ************************** and Good Faith:We trusted Irvine Company and did not escalate the issue, believing in their promise. This behavior is disappointing and feels like an attempt to extract money unfairly.Despite my efforts to resolve this matter directly with Irvine Company and FCO, they have not addressed my concerns satisfactorily. I am willing to make a partial payment as a gesture of goodwill and to resolve this matter amicably. However, the current charges are unjustified and excessive.I kindly request the Better Business Bureau to investigate this matter and assist in mediating a fair resolution. I am hopeful that with your intervention, we can reach a mutually agreeable solution.

  Business Response

  Date: 01/24/2025

  One August 18th, 2024, a final account statement was provided to the Complainant with invoices pertaining to each line item charge. Complainant disputed charges to which our office had repeated discussions with Complainant providing information as to the necessity of the charge. 
  
  Specifically on September 5th, 2024, Management informed Complainant that cabinets were damaged due to the sticker wrap placed on them and their condition left upon move-out. Vendors were not able to remove the material stuck on them and they were not recoverable. The cabinets were stained so badly that they required replacement. Management reminded Complainant that the condition the home was left in was not the condition it was provided in and that in order to restore it we had to complete these repairs for which he is responsible for. In addition, we also reminded the Complainant that in their lease it states that it is the tenant's responsibility for the cleanliness and upkeep of the home which was not upheld. Complainant was not charged anything more than the company was charged to repair and clean the home beyond normal wear and tear. Also of note, there are no Stain Removal charges on your final statement, however, cleaning charges were applied as appropriate for the condition in which it was returned to Management.
  
  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.

  Customer Answer

  Date: 01/24/2025

  Amount if 6K, completely unjustifiable. Irvine Company, stickers and stains are there on the shelf, count how many selves are there, they should charge only for those not for the entire kitchen cabinet.  

  Business Response

  Date: 01/30/2025

  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.
  
  

• Initial Complaint

  Date:01/05/2025

  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.

  On Jan 5, 2025 at 1:20 am, the security staff of ********************************* Homes (an apartment in **************** managed by Irvine Company Apartment Communities) wrongfully towed my car from their parking garage. I request a refund or reimbursement on the $530 towing fee I paid.I was visiting a friend living at **********. He applied for a guest parking permit for my plate number per Monticello's parking policy, and I displayed it in my car's front window as instructed. However, the security staff still towed my car. I had to pay $530 to get my car out. The transaction happened on Jan 5, 2025 at 3:47 AM.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this matter to our attention and allowing us the opportunity to address your concerns regarding the towing of your vehicle on January 5, 2025.
  

  We understand how frustrating and inconvenient this experience must have been. Upon reviewing the details of the incident, we found that your vehicle was parked in a retail parking space rather than a designated visitor parking space, which is required under Monticello Apartment Homes' parking policy. As a result, the tow was conducted in accordance with the established guidelines for parking enforcement.

  While we appreciate that you had a visitor parking permit displayed, the permit is only valid when the vehicle is parked in the appropriate visitor parking areas. Unfortunately, parking in retail spaces is restricted and subject to towing to ensure compliance with our parking management policies.
  

  Given these findings, we regret to inform you that we are unable to process your request for reimbursement of the towing fee. We highly encourage all visitors to carefully review and follow the posted parking instructions to avoid such incidents in the future.
  

  We understand this may not be the resolution you were hoping for, but we hope this explanation clarifies the situation. Should you have any additional questions or concerns, please feel free to contact us directly at ************ or ***************************************************************************************************************.
  

  Thank you for your understanding, and we sincerely hope this does not deter you from visiting ********** Apartment Homes in the future.

  Customer Answer

  Date: 01/15/2025

  Theres no sign or online explanation stating your restriction on retailed parking, especially for an authorized vehicle with a visitor parking permit. Towing a vehicle without clearly displaying your policy to residents and visitors beforehand is unacceptable. I still request a reimbursement on the towing fee.

  Business Response

  Date: 01/23/2025

  Thank you for reaching out regarding your concern. We understand your frustration and appreciate the opportunity to clarify our parking policies.
  
  Please note that our garage has clearly posted signage throughout, indicating that retail parking is not permitted between 12:00 AM and 5:00 AM. The space in which the vehicle was parked is designated specifically for retail use, not for visitor or guest parking. Additionally, all required signage to support enforcement actions, including towing, has been properly displayed in accordance with regulations.
  
  We have made every effort to communicate our parking policies through posted signage and regular reminders to residents to ensure compliance and avoid any inconvenience. Unfortunately, as the vehicle was parked in a clearly marked retail parking space, we will not be able to issue a refund for the towing fee, as the tow was valid under our established policies.
  
  We appreciate your understanding and encourage you to reach out if you have any further questions or need clarification on our parking guidelines.

  Customer Answer

  Date: 01/31/2025

  I request a photo of the signage stating that retail parking is not permitted between 12:00 AM and 5:00 AM. The only sign I saw in the garage entrance says unauthorized or improperly parked vehicles will be towed away, which does NOT convey the information you mentioned above.