Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  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 old apartment I just moved out off promise to waive 2 months of lease due to me living w mold here proof soon as I moved they refuse my calls city went out there so there mad now these people have so many complaints they need to be shut down

  Business Response

  Date: 07/17/2025

  We were able to take pictures the 1st business day after the resident vacated the apartment and also join the City inspector days after the apartment became vacant.  No findings were issued from the City in that inspection.  The renewal lease that was signed to begin in June outlined a 2-month lease breakage fee.  The resolution to resurface the tub surround addressing the chipping and cleaning challenges was denied and the resident requested to transfer to a different unit. Given the desired unit type was not available at the time, we agreed to let the resident out due to the time needed to be out of the unit for tub resurfacing. We agreed not charge the 2 months lease breakage fee.

  Customer Answer

  Date: 07/20/2025

  that is mold Im not only one saying it ***** manager said same thing I was taken to hospital twice for mold and have proof I want rent back for 

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************** took over from ************************* August 2024. We overpayed with coast property management and were also told so by ***** *******, the manager. The original lease I have switched over to them legally. The late fee is enacted after the 10th, historically notices as well. On May 6th I recieved a notice on my door that late fees have always been the fifth and when I called I was yelled at and lied to. I called back on the 27th and asked for the lease, and was informed I had a debt of ******** but not to worry that Redtail did me a favor and wrote off ***** so I only have to pay part of it. I dont owe any money. I asked to see ledgers, their ledger is incomplete, and money I have been overpaying since redtail has taken over has gone into this debt. I have a Nervous system disorder and this has negatively impacted my health. I have requested a complete detailing explaining where these charges came from, dates, etc. the last thing I was told was if I have an issue with them treating it like its a debt, to seek legal counsel. They overcharged me a late fee, admitted they did that, and credited it towards the unverified debt. They are breaking the law, are extremely unprofessional, and I have filed a complaint with **** rural housing, the Alaskan attorney general, and continue to detail every account and health issue for when I take this to a lawyer if they continue to harass me. They have already attempted to get me to sign something stating the debt is mine and that I would pay it, because legally they have no recourse. Im putting rent in an escrow until this is resolved so no other money gets put towards this debt that isnt mine.

• Initial Complaint

  Date:04/29/2025

  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.

  Live in a mobile home park, monthly rent includes utilities such as water, sewer, trash. ******** contracted with ********** to manage these utilities, gave them my information to open an account in my name without my permission or ************* was then billed by Conservice for utilities already paid for. Red Tail then posted these same utilities separate from monthly rent on their portal as due & payable. I am being billed multiple times for utilities already paid for. Management is not responding to calls or emails, no one is in their local ********** cannot find a way to contact Red Tail.

  Business Response

  Date: 04/29/2025

  Thank you for bringing this concern to our attention. I had the opportunity to speak directly with Mrs. ********* earlier today, and Im happy to report that we were able to address and resolve her concerns during our conversation. We had a positive and productive discussion, and we left the call on a good note.

  
  I clarified that the previous manager of the property, ********, is no longer with Red Tail Residential, and we are actively seeking a replacement. In the interim, I assured her that I am available to assist with any questions or concerns she may have. I encouraged her to leave a voicemail if I am unable to answer immediately, and I will return her call within 24 hours.
  Regarding the utility billing concern, I explained that Conservice is not a separate utility account but rather a third-party billing service we use to help streamline the utility billing process for our residents. Residents still pay Red Tail directly for utilities; Conservice simply calculates and itemizes the utility charges for each household based on actual usage. This system helps ensure accuracy and consistency in how utility costs are distributed.

  
  We reviewed her account together and confirmed that the duplicate charges were removed (I credited the account on the spot).  I assured her that we are here to support her and committed to providing clear communication moving forward.

  
  At this time, it appears her concerns have been addressed. If there is anything further she needs, she is welcome to contact me directly, and I would be happy to assist.

  Customer Answer

  Date: 04/29/2025

  
  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:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ReNew Odenton and have been trying to get a hold of anyone in the rental office, regional manager or corporate office. I have sent multiple emails and made multiple calls. I have received one call back and nothing since. I was told my rent would only be a 2% increase back in May 2024. I called multiple time trying to get my new lease with the 2% increase. Every time i called or walked over to the rental office i was told my new lease was pending, I went over in August of 2024 because my new lease was never sent to me. Again nothing was sent. Once September came around i got a bill be over $100 more than i was told. When i walked over to the rental office to address this i was told it was my fault because the management team had changed. They are blaming me. But they can contact me when i owe money. I still have never received a new lease.

  Business Response

  Date: 11/13/2024

  Miss ***** was contacted on multiple occasions by the Regional Manager. Although she was unable to provide any written documentation to support her being given a 2% increase, we concluded to honor the 2% rental increase she claimed was offered to her. We also waived all late fees that was applied to her account during that renewal period as well as credited any differences in rent. She was provided a new lease agreement that reflects the agreed 2% increase. She has not yet signed the new lease. 

  Miss ***** was also given the Regional's direct contact information.

• Initial Complaint

  Date:10/09/2024

  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 completed an application at the ************** Property located at ************************************ and was unfortunately declined on 08/19. I was told the $250 administrative fee would be refunded within 30 to 45 days which is already an unreasonable amount of time to wait for a refund. Now it is October 9th and I still have not been refunded. Per the assistant property manager the refund check is scheduled to go to the address I applied for at the property which makes absolutely no sense. I then was told they have to check with the accounting department which could take another 1 to 2 weeks. This is absolutely ridiculous there is no reason that a property should be holding someones money for 2 months and then have no sense of urgency in returning the funds that they are not entitled to. I need someone to assist me with getting MY money back from these people in a timely manner because waiting another 45 days is not an option.

  Business Response

  Date: 10/10/2024

  Hi Antoinette,

  We have reviewed your complaint, and we want to inform you that our company does not manage ReNew Westmont.  For assistance with your concerns, we recommend contacting the appropriate management team directly.

   

• Initial Complaint

  Date:09/23/2024

  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 am a resident of Apartment 304 in *************************** and I have been requesting my contract renewal since my renewal offer was sent to me back on 7/29/2024. However, after multiple attempts by either email, phone calls or visits to the leasing office, I have not received them. I have spoken to both ****** ****** and ***** ********* in the leasing office where they expressed they are backed up due to previous employees leaving information out of their system. However, the last update I got was they they would be sending my contract out by the end of the day on 9/17/2024 which I did not receive either by email or in the resident's ********* contract is expiring on 9/30/2024 and I have accepted an offer to renew for another ***************************************************************************************** signed yet. Please help me solve this situation promptly for peace of mind.Thank you in advance.

  Business Response

  Date: 10/01/2024

  Hello, we have followed up with the resident and have addressed his request.

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member of Arrive ************ in ************ address ***************************************. I was told I had to leave due to an incident with my dog. The exact remark was "either you need to leave or the dog does." This is not plausible because my dog cannot function, nor can any dog, on its own in an apartment with no owner. Furthermore, ************************* the property manager told me multiple times from the date of the incident up to the 30th of June that if my dog was not leaving without me I had to leave as well. I was told my lease would be broken and I would not be responsible for further payments etc... I simply had to vacate the premises by first the 15th, then after another conversation via phone AND email that I could leave by the 30th, and in ******* own words: "could take my time leaving." Now it is August 19th and i am supposedly liable for $5,972.67. I left the property and have not been back since June 30th. I have had to go through multiple living situations and scramble for arrangements because I was lead to believe that I had to vacate the premises and was told I would not be liable, which apparently neither of which was true.

• Initial Complaint

  Date:08/14/2024

  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 live at 1910 on ********** in *********, **. I paid rent for August in full on August 4, 2024. I was served a 5 Day Eviction Notice on August 14, 2024 from property manager ******************* claiming I never paid rent and now owe a late fee on top of that. I have receipts and bank statements proving I bought the money orders and dropped them off. There should also be camera footage of me dropping them off on August 4 as well as footage of me purchasing the money orders at the *******************************************************. This is not the first time that **** has tried to serve me an unlawful eviction since moving in.

  Business Response

  Date: 08/15/2024

  Hello ******,
  
  We apologize for you receiving the 5 Day notice.  This was an error on our part.  When the money order was found under the door it was not processed right away as it should have been.  As a result, when the 5 Day notices were generated, we did look for any checks not processed and found the checks for August.  When looking on the date for the first check we noticed it was from July 6th and wrongfully assumed that all the checks were already processed for last month.  This has been corrected and we are working to get the payment processed.  We again would like to apologize for the error and any inconvenience this may have caused.

  However, we do not accept payments outside of regular business hours, as per the lease agreement. Payments should never be slid under the door and should be handed directly to an office team member.

  Thank you for your patience as we correct this issue.

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

  Customer Answer

  Date: 08/15/2024

  If you saw what you thought was an error, though you were incorrect, you should have communicated with me instead of assuming and waiting nearly two weeks to just provide me with an eviction notice. Its unacceptable to hold on to payment and not process it, knowing your incompetence in doing your job will result in the eviction of a tenant. This is not the first time you have made a mistake like this. Nor is this the first time Ive paid after hours. Its completely unprofessional for you to accept it several times and not another and just decide to evict me without communication. I typically work during office hours and had to take PTO to come speak with you today and change my hours. I do not recall the rules about after hours payment being in my lease document, nor should I be penalized for that paying on the same day that everyone else is allowed to pay just because I have a different work schedule. 

  Business Response

  Date: 08/16/2024

  Hello ******,
  
  We understand your frustration and we do apologize for the error and any inconvenience or undo stress this caused. You are correct that you should not have received this letter, and we again apologize. We respect and understand that our residents have different work schedules and always work to accommodate them in any way we can. We are happy to schedule times for residents to come to the office when they are available during the week and even on Saturdays to drop payments off to the office staff directly.  We also have other payment options that do not require you stop by the office at all. We would love to discuss these options and any other concerns you may have. Please feel free to call the office at ************ or email **********************. 

  Sincerely, 

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

• Initial Complaint

  Date:08/06/2024

  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.

  Saturday, June 29th, I met with a sales person at the *************** at *************, ****************, **. I was shown a sample 1 BD, 1 BA apt. I was told there is be no available 1 BD, 1 BA units until the end of July & the unit I could eventually rent would be a little smaller than the model I viewed. It was made clear that this was not the actual unit available for rent. I later called to ask if I could see the actual unit I would be renting. I was told that the unit would not be available until July 27 & before I could move forward I need to sign the lease to secure it. The unit I would receive would be similar to the one I had seen, with only minor differences. I signed the lease on July 10, through the resident portal. The lease states the lease date is July 2- but the lease doesn't start until July 27. I don't understand why I was never able to see the unit before I was given the keys. I did not see the unit until the day I got the keys. Upon entering, I realized the unit did not look anything like described. There are no pictures on the website that even look remotely like this unit. I was required to sign the lease before seeing the unit, but once I saw the actual unit I never would have signed the lease. They knew that if I saw the actual unit I would back out so they forced me to sign the lease. I sent the Condition form on July 30, telling them that there is a missing bathtub ********* can't shower. I reported this to the management office on July 30. They told me maintenance would take care of it by 8/1 or 8/2. The tub spout remains broken, so I can't shower. The lease was signed without me having the chance to view the unit, even though I asked to see it. This is like buying a mansion & walking into a shack. I have requested to be released from the lease without any penalties, fees, or deductions from my security deposit. Now I wait to see what they say. I don't think their procedure is at all acceptable. Renting apartments sight unseen.

  Business Response

  Date: 08/13/2024

  Hello ********,
  
  We thank you for your patience in giving us the opportunity to rectify maintenance request in your home. I have walked the apartment with maintenance.  While visiting
  We inspected and replaced the shower ****.
  We inspected the shower curtain rod and found the rod to be working correctly. These rods are designed with a lose tension to assist in not falling quickly if grabbed.
  We inspected the kitchen counter. While we make every effort to make your home the best it can be often repairs must be made. The counter had a repair prior to your move in. Unfortunately, the repair did not work. We will take the next step in completing this repair and contact one of our vendors that can assist in counters.  
  
  I understand that you dropped off the move in condition form on July 30th and stated to ***** that there were things on that form, but the issues were not discussed, and no work orders were entered. On August 5th, a new work order was entered online, however I do not see any other telephone calls, emails, or text in the system.  
  
  I have discussed with ***** the presentation of the apartment. It was stated that the floor plan for the smaller home was presented and discussed during your tour.
  
  While we understand your frustrations, we cannot dissolve a lease agreement without the proper steps and opportunity of rectifying any maintenance request in your home. With the acceptance of the keys and the condition form returned on 7/30 the apartment was accepted as is per the lease agreement.
  
  I will be in contact with someone to assist with the repair of your counter. We appreciate your understanding and patience while we fulfill your request and make your home yours.
  
  Sincerely, 

  *****************************, Property Manager

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding the property *********** in ********, **. I signed a lease on 7/31/2024 via the link sent to me by email. I received an email this morning that I failed to sign the lease and would be facing a $300 month to month charge. When I called this morning, I was told that the lease was signed on 7/31/2024 and she would call me back. When she called me back, she claimed to have been mistakenly viewing the 2023 lease, which was signed 7/14/2023. When I asked why I was told that she sees it was signed on 7/31, she claimed that she just said "something" was there for the 31st. They claimed to provide me with a recording of our 2nd phone call this morning (where I was told there was no signature on the lease) but no evidence provided to me of the phone call where I was told she received the signed lease. However, the attachment was not included in the email. In the past I did not immediately receive a copy of my lease because the owner needs to sign it as well, so I did not think there was reason to believe they would not receive or would claim to have not received the signed leasing contract. Please contact the ****************** regarding this issue and remove the $300 month to month fee as I signed my lease by the agreed-upon deadline (7/31/2024) and received confirmation of that via phone call this morning. For some reason, they have recording of the phone call wher they told me the lease was not signed, but have lost the recording of the call where they said it was signed. Unable to contact Red Tail via the contact us page on their website and told to contact property directly.