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:07/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident of ****************, Apartment 304. I have decided to renew my contract for another 12 months. My current contract is ending on 8/31/2024. I have been requesting the renewal documents to be sent to me for about a month now and spoke with ***************************** initially until about a week ago she referred me to *************************. I have tried calling, emailing and visiting the leasing office multiple times and the only response I get is that they are behind on the renewals and that they are working on it.The reason for my urgency is that I am planning a trip for around the end of August and beginning of September and I need to make sure that my contract is renewed before I book for peace of mind.Please help me get this resolved.

  Business Response

  Date: 07/29/2024

  Hello, the renewal offer has been sent.

  Customer Answer

  Date: 07/31/2024

  
  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:07/16/2024

  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.

  My lease ended and I moved out of *************** in March. My deposit refund (approximately $600) was issued to an incorrect address, so it was returned to ***************. I contacted *************** (in April) and they said a new check would be issued. I still have not received the check. I have called and emailed at least 10 times. Each time I speak to someone, they promise to have the issue resolved in a day or two, but nothing occurs. I don't know who else to contact. I think the business is willing to resubmit the check, but I can't get anyone to take a moment to do it.

  Business Response

  Date: 07/24/2024

  Hello,

   

  This is the first time I have received this notice. We do not have a mailbox or office at ***************. The past resident did not properly provide us with his forwarding address originally. The check was re-issued, however the address numbers do not accurately match what was provided her in this complaint. We will now instruct our accounting department to send to him a 3rd time with the address provided to us in this complaint. Please note this could take 2 weeks to receive.

   

  ******

  Regional Manager

• Initial Complaint

  Date:07/15/2024

  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.

  My son rented an apartment while attending ***** University at ReNew apartments in Chesterfield Mo. He vacated the apartment in April 2024. He kept the apartment in very good condition, and we even cleaned the carpets, walls and windows before vacating. The maintenance crew came in to walk through and said it looks better than some apartments ready to rent. The lady in the office agreed and said our security deposit of $1825.00 would be refunded within thirty days of vacating. Well, after over 40 calls and 20 emails, someone stepped up and said that we didn't leave a forwarding address which is a lie, and said the check was left in the office safe. Then after 69 days we received a check. The check was for $95.53 and not the $1825.00. Also, no breakdown or letter as to why $1730 was deducted. Now, again we are being ghosted and no one will return our calls or emails. We will be filing a suit against them in St Louis if this is not resolved by the end of July 2024.

  Business Response

  Date: 07/18/2024

  Thank you for bringing this matter to our attention. I want to acknowledge your frustration regarding the security deposit refund process.
  
  Upon thorough inspection after your son's departure, it was evident that there was an unauthorized pet in the home. Unfortunately, the damage to the carpet and the pervasive odor from pet urine necessitated a complete replacement of all flooring, including both carpet and vinyl, throughout the home. This extensive replacement was necessary to restore the apartment to a habitable condition for future residents.
  
  Additionally, your final utility bills from 4/1 to 4/30 posted on your ledger in the amount of $77.53, which was also deducted from your deposit. The total flooring replacement cost was $2,646, of which you were only billed $1,592.
  
  Regarding the security deposit refund, it was originally sent to our leasing office as there was no forwarding address provided at the time of move out. The check was cut within 7 days of move-out. We regret any miscommunication that occurred regarding the location of the check. The deductions made from the security deposit were to cover the costs of the repairs and replacements required due to the unauthorized pet-related damage and the final utility bill. We understand the importance of transparency in this matter and apologize for not providing a detailed breakdown of the charges earlier.
  

  Your feedback is valuable, and we will use it to improve our processes and communication in the future.
  

  Thank you.
  

  
  

• Initial Complaint

  Date:07/03/2024

  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.

  My room mate and I had moved out of the Renew Ivanhoe apartments in ************ in August of 2023 on the date specified in our lease and had multiple conversations with management letting them know that we would not be renewing our lease (there seemed to be around 6 new management teams throughout the one year we were there). There was an extra month charge from the apartments due to no written notice being on file. We wanted to dispute said charges and about a month later on November 16, 2023 at around 11 am my room mate called and was told there were no outstanding charges. Surprised, I called them as well and was also told there were no outstanding charges. After months of no contact, I am now being called by Red Tail, the parent company, saying that they need to collect on the charges we were previously told were dropped. Very frustrated by all of this.

  Business Response

  Date: 07/08/2024

  Hello *******,

  We have taken the time to review your BBB complaint, past resident ledger, and questions about final balance. We're extremely sorry for any inconvenience this may have caused you and we're working to resolve it. Due to the amount of time that has passed since your move-out date in 8/2023, we will waive the failure to provide adequate notice fee from your resident ledger and any charges due to Red Tail Residential.

  Should you need any further communication in regards to your previous resident history, please feel free to contact me directly at ******************.

  Thank you,

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

  Regional Property Manager

  Red Tail Residential

• Initial Complaint

  Date:04/16/2024

  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 moved into ********** on June 1st of ***************************************************************************** On June 4th the noises got so scary I called the police as I thought he was hurting a person. It ends up he just beats his dog and that was what I was hearing. I hear his dog scream regularly and I hear him yell horrible things at it and call it terrible names before slamming something and the dog screaming. This has gone on the entire time I have lived here and I have been so desperate for help. I have reported it over and over and over again to the regional manager, *****************, who always ignores me, and the current property manager *****. I have sent them recordings of what I hear and they just ignore me. Last year in December I told ***** living here was so uncomfortable and the person above me scared me because he knew I had reported him to animal control and the police. He has harassed me. The police told me to record him when he does that and it's so uncomfortable and weird and he yells obscene things at me. ***** told me she would assist me with a process that would allow me to end my lease with no penalty due to circumstance. I told her to send me the information in email and she said she would. She never did. I asked her several more times and each time she said she would send me the information to start the process. I don't know if she was intentally lying, or what was going on. But it has gotten to a point when I am always ignored. It's so frustrating. I have lived in many apartments and I have never seen management act so egregiously. I have reported several things that were ignored for months. There is no on-site manager and the apartment building is so poorly taken care of. Homeless people constantly sleep in the stairwell and there are cameras, but management doesn't know the code to access the cameras. Residents' mail gets stolen constantly and management will do nothing to prevent this or secure the building.

  Business Response

  Date: 04/24/2024

  Hello, 

  We have communicated with you regarding your needs at ***********. We will continue to address complaints and lease violation as they arise. Should you require any further discussion, we are happy to have those with you outside of this platform. 

   

  Thank you, 

   

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

  Area Manager

• Initial Complaint

  Date:04/11/2024

  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 rented an apartment from Red Tail. I broke my lease and moved out Feb 29 2024. The manager said she would let me know if I got my deposit back. I have never heard from her even after emailing and calling weekly. Now I am being charged $2,484.84 and no one seems to be able to provide me with an itemized bill. I was told when I broke the lease that I would be charged $1,575. I have no idea what the extra almost ***** dollars is from. I am concerned I will be sent to collections. I just don't want to pay for something unless I know what I am paying for. I was renting apartment 211 in the ******************************. The manager I was dealing with was named ***********************. My account number at ********************** is ********. **********************'s phone number is: ************ Thank you so much for your help, ********************************************

  Business Response

  Date: 04/15/2024

  We processed the final deposit accounting after ******************************************** and *************************** broke their lease prior to the natural lease end date which incurred an early termination fee in the amount of $1575.00 which matches the amount detailed in their signed lease agreement. We mailed out the final deposit accounting details to a mailing address provided by *************************** at ******************************************************************************. In this deposit accounting it included an itemized bill along with instructions on how to make payments or set up a payment plan. We will reach out to ******************************************** and *************************** again via email to re-explain their move out charges and subsequent balanced owed to the ******************************. 

• Initial Complaint

  Date:04/01/2024

  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.

  Leasing continues to add charges to my account. I have made many phone calls visit to the office and emails about it; asking for my new lease. Absolutely nothing is resolved and no new lease, continuing to add more charges of a month to month fee of 400. A garage fee, but I dont have a garage-75 dollars. I have been patient enough- 30 days.

  Business Response

  Date: 04/04/2024

  Hello *****,

   

  We're in receipt of your complaint and have taken the time to follow up with the on-site property management team to address your concerns on your ledger. Our on-site team has taken the time to update your ledger for ancillary unapplicable charges as well as countersign your renewal agreement. We hope you enjoy your renewal tenancy with ** at ******************** and hope to serve you again for another year. Our on-site team has reached out by phone to confirm any future needs you may have. You may contact them directly at ************ or ******************** <******************************>. We greatly appreciate you as a resident.

   

  Thank you,

  Red Tail Residential

• Initial Complaint

  Date:04/01/2024

  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.

  On March 22, 2024 I was informed I owe Redtail $565.92 On CAM fees, which I already pay this every Month(matter fact I paid my March statement if full). This is the same story every time with this company they always come up with fees that make no sense and every few months we have a new property manager and can not explain what the fees are for. This company know we need to work that is why we end up always paying, buy enough is enough! I need them to fix my account to what it should be and stop coming up with fees.

• Initial Complaint

  Date:03/16/2024

  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 recently lost my job in February 2023, I sent an email to the Property Manager at ***************** asking if the buy out we could possibly be waived with a 60-day notice. A week later I had to reach out to see if there was any resolution or response and I was told that the area manager said no. The property manager then advised me to find someone to take over my lease and I could then do a roommate addendum and sign off the lease. I was advised not post my unit on Craigs list because the corporate office would see the add and that maybe post on other sites. Fast forward to March, I found someone who was interested in my apartment. I called the property manager to advise and she said wait you can have them just apply since you found someone to take your apartment and that would waive the buy out fee. I was fine with that, and then she advised that she would need to call her area manager to see how to proceed. A day goes by and I hear nothing from the property manager, I was then advised that the area manager was not going allow this because they knew I was moving. The property manager then had a regional manager call me who was extremely rude about the situation. I was advised by your employee that if I found someone that could pass the background and credit check that this would be the only way out of the extremely high buy out fee, I want this honored. I have all the documentation and if this does not get honored, I will have to look into handling this legally with the courts.

  Business Response

  Date: 03/18/2024

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

   

  Hello,

   

  I contacted the resident today, which is the first time I have had any contact with *****. I explained to him that he can move out on 4/2 and turn in his keys and that he will be obligated to pay ******* rent which is due on April 1st. I also explained to him that we do not allow subletting and if he wanted to add a roommate, he would still remain on the lease. This was told to him previously by our staff. He still wants to move, so I also let him know he will be charged for turning the unit and a portion of our monthly advertising fees to relet the apartment. Additionally, he will have to pay back his special that he received when he moved in. He stated he fully understands and thanked me for the call.

• Initial Complaint

  Date:02/24/2024

  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've lived at my current residence since January 20, 2018. I am a senior born with a physical disability & severe lung/heart condition. It is required I live in a non-smoking/drug free environment. That was the case until Red Tail Residential took over and won't enforce their own policies listed in our lease. This led to smoking violators to do whatever they want since management wasn't doing anything to address the situation. Usually the only time I would become exposed to Marijuana or cigarette secondhand smoking is in the elevators or common areas. Nothing had directly affected me/my unit until 2-26-23. In Jan '23 I re-signed for the next year term. Within 3 weeks afterwards management moved in a chain smoke directly below me which severely affected my breathing. Was coughing up blood at one point which led to the tearing of the lining in my esophagus. For 45 days straight emails and phone calls were sent to the property manager to report the issues which were ignored repeatedly. 4-10-23 an injury attorney was hired to assist in seeking legal action for their breach of ************* health risks regarding the nonsmoking policy. Nothing was done to the person below me. At one point the owner's insurance person offered a transfer to another unit. WHERE? The entire bldg is 98% in violation. Only had the one below me as a problem, transferring units put me at risk of being surrounded by all other smoking violators. I declined & still insisted they address the offender. They NEVER did, that tenant STILL lives here! 11-1-23 a settlement offer was sent. 11-20-23 their response was to serve me a 60 day non renewal notice(lease ended 1-31-24).I was informed by the ***************************** "Given the timing of notice you received upon exercising your legal civil rights it is quite clear to this office, Red Tail Residential has engaged in the violation of the 'Landlord Retaliatory Eviction Act ILCS765/720/1. This action is strictly illegal in the state of ********."

  Business Response

  Date: 02/26/2024

  Hello *************************,

   

  We value your feedback and appreciate your time in taking the time to contact our business. We'd like to resolve your issues and assist with your residency as much as possible. If you should have addressable concerns related to the enjoyment of your residency, we can assist with, please contact our office at ************, mail to: *********************** We'd be happy to continue to address any resident work orders. 

  In regard to your comments relating to the upcoming lease expiration of your lease and your ongoing legal proceedings and claims against our business, we encourage you to have your lawyer contact our legal console so can proceed accordingly.

  Thank you,

  Red Tail Residential

  Customer Answer

  Date: 02/26/2024

  Nothing in their response has anything to do with my concerns. My lease isn't coming up for expiration. It expired I January. Following an injury claim originally made in April 2023 to Red Tail Residential/************, in November 1, 2023 settlement offer was sent to Red Tail, which they refused and offered WAY lower which I declined and ultimately dropped the claim against Red Tail/************. As a response from them on November 20, 2923 was served a 60 day notice of them not going to renew my lease for 2024- 2025 term. I have been a resident at that building since January 20, 2018. NEVER been late, NEVER short on rent, follows ALL rules and policies (even sent the renters insurance as they requested last week. According to ** ************************** given the timing of the 60 day notice in November following the settlement offer sent to them and there were no other valid reasoning for the non-lease renewal, Red Tail Residential/************ had in fact violated the ******** "Landlord Retaliatory Eviction Act: ILCS  765/720.1 I was further informed that this action could result in the ************************* to get involved with this violation. I am currently waiting to hear back from Mr ************ office. 

  Business Response

  Date: 02/27/2024

  Hello *****,

   

  We understand your concerns and ready and willing to assist with any residential needs at may impact your tenancy at ************. Due to the legal proceedings currently underway, we ask that you have your attorney contact our offices at *********************** so we can best direct your claims. 

   

  Thank you,

   

  Red Tail Residential

  Customer Answer

  Date: 03/18/2024

  Not sure where Red Tail Residential is getting their false information that we are in legal proceedings or whatever against them. The INJURY Claim I brought against them in APRIL ************************* December 2023. I have recently had a CONSULTATION with a law firm regarding the notices I received and what my legal rights are. That's it! 

  State Representative *********************** referred me to speak to someone from the ***************************. Which I of course did. The attorney whom I had a consultation with advised that as long as I remain a current resident at ReNew no action from their law firm would need to take place at this time. 

  They  further advised that what the ************************* had already previously told me is also the way they are viewing the 60 day non-renewal notice I received given the timing for which it was issued, my length of tenancy since moving in January 2018, no record of ever missed any rent payments (have bank statements to prove it from January 2018 -present) and no record of any other such violation within the lease previously served to me (************* stamped prior to November 2023), the law firm would have grounds to argue that Red Tail has in fact violated the "Landlord Retaliatory Eviction Act" (IL 765/720.001), violated my civil and/or human rights and possibly ADA **********

  Again, as long as I currently reside at ************ and continue paying rent within the required day of the month rent is due the attorney I spoke to made it clear the firm won't interfere...FOR NOW! 

  HOWEVER, the attorney further advised me during my consultation that IF and ONLY IF, Red Tail does in fact make the move to block me from paying rent or evict me through the ******************* Court rather than issue a renewal then that same law firm wants me to contact them IMMEDIATELY "to intervene on your *****f."

  So far I have NOT received any sort of communication from Red Tail Residential OR ************ Apts to advise of a renewal.