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:05/11/2025

  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.

  Moved out of ******************************************** ******************************************** on February 28, 2025. Got part of my security deposit back on march 20. I feel like I was way overcharged for problems with how I cleaned apartment. Per lease I gave them 1500 security deposit but was only credited with 1000. Was told after calling apartment manager multiple times that 500 dollars was non-refundable pet deposit that is not in lease. I should receive all of my security deposit back due to the lying and change in ******** not able to attach lease, will email to anyone who contacts me

  

  Business Response

  Date: 05/13/2025

  After review of the reported discrepancy, we located the issue and as a result, issued a check along with a letter to ****** ******** on April 30, 2025, one for $500 and another for $95.00, copy attached.  This was send to the address provided on previous correspondence, ******************************** 95798.  in doing so, we considered the matter resolved.

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because: Have not received checks. I closed my P.O. Box so who knows where the letter is at ***** I will wait 2 weeks to see if I receive and I will contact if I haven't received by then.   Why did I only get a response from this company when I filed with BBB. 
  

  

  Business Response

  Date: 05/21/2025

  Past resident informed our office she closed the ** Box, no longer receives mail at the ****** and does not know where her mail goes now.  We advised her to contact the post office to confirm they are not holding her mail and inquire where the mail would be directed, as of today's date the mail sent first class US Mail has not been delivered back to our office as designed by the US Post mailing process. The return generally takes up to 3 weeks.

  She has since contacted our office to request a stop payment be placed on the checks, which requires research, stop payment and re-issue.  This will be handled on Tuesday the 27th day of May and she will be contacted for pick up or remailing of the checks to a new location.

  
  

  Customer Answer

  Date: 05/21/2025

  I am rejecting this response because:    Told ******** commercial I forwarded mail prior to closing P.O. Box.  I have not received check. No response to emails. 
  

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding unsafe living conditions at my apartment, managed by Brittain Commercial, and their lack of appropriate response.I moved in on March 18, 2025. Before move-in, I raised concerns about the ** and was assured everything was inspected and working. However, I immediately encountered serious issues, including:1. A gas stove that emitted gas and didnt function (posing danger).2. A ***** in the bathroom and an unfulfilled pest control visit.3. Windows that wouldnt open properlyrepaired by a painter, not a window professional.4. A bedroom door that didnt close fully (now fixed).5. A leaking toilet that still wastes water despite repairs.6. A ceiling fan installed incorrectly by the handyman, who admitted he had done all previous apartment repairs.7. A severely outdated ** unit that doesnt work. On April 9, at 8 p.m., it was still 80+ degrees inside. A technician said the ** was extremely old and doubted it had ever been cleaned. Though management was aware of the ** issue since March 27, the only offer I received was a fan on April 10. On April 11, I was charged two months of rent and a $700 concession reimbursement for breaking the leaseeven after I submitted a doctors letter explaining that, due to my pregnancy, the unit poses serious health risks from heat exposure and water concerns.The water runs brown from the shower and appears cloudy in the sinks. Pest control didnt reach out until April 9, only after I requested to end my lease, and falsely claimed they had tried before. The ** is filled with dust, bugs, and mitesI have photo proof.Despite all this, the property manager insists the unit is habitable. **** **** has yet to respond to my email sent on 4/11 yet charged the penalties. Im requesting to end the lease without penalty due to these unsafe conditions.

  

  Business Response

  Date: 04/22/2025

  A rental contract was signed as well as a complete walk-through statement.  The apartment home was in good working order, all systems serviced, painted, replaced, cleaned, etc. checked by licensed service contractors prior to move in as the signed walk-through statement reflects.  The complainant also walked the home prior to placing a deposit and securing the rental, subsequently moved in.  The apt. home was in good shape, both inside and outside, and walked by a number of management agents prior to move in (in additional to service contractors).  During these inspections, water is run, toilets flushed, systems are run, etc.  The landlord paid in excess of $6,500 to service contractors to deliver the premises in good working order.  The tenant reported and issue with the wall AC, the work order was immediately assigned to a licensed HVAC contractor who recommended replacement vs repairs due to the age, this condition was not present at move in.  She then made other claims in effort to be released from a signed rental contract.  In each instance of a report, her concerns were addressed reasonably and up to sending out workmen to evaluate and repair as needed.  An AC replacement was immediately sought, fans offered in addition to the fans already in place and mild weather in the region, and replacement approved as soon as one could be located and within industry standard timelines.  This unit was never uninhabitable; any concern expressed by resident had an immediate response and action was taken.  The resident seems to have found something that better suits her needs, however signed a rental contract/lease was signed.

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because:

  While I did sign a lease, the walk-through document was not completed at the apartment. It was signed off-site at the leasing office on 3/18, while **** ***** filled it out in my presence. I specifically asked when leaving my deposit on 3/4 what it meant since we hadnt walked the unit together, and she explained that:
  The checklist was based on general notes and photos taken by staff before my move-in.
  Items like resurfaced counters and tubs were listed, and I was told, The flooring has some things we noticed, its not real detailed but we took pictures.
  She told me, Use the checklist and make any note of things for yourself, you dont have to turn it back in to **, but if theres anything that you notice and want to note take, send me an email.
  She added, I take your email, I print it and put it in your file so in the future when you move we have all those notes.
  
  This process was informal and did not constitute a thorough joint inspection. Many issues only became apparent after moving in, including:
  
  Extreme heat due to a broken AC, which was not promptly resolved.
  Brown water from the tap.
  Pest issues.
  
  Despite a doctors note due to my pregnancy and health risks, my request to break the lease without penalty was denied. I vacated the unit on 04/22, but was still charged rent through 05/05 plus penalty fees. 
  
  I attempted to work collaboratively and fairly requested a lease break without penalty, not due to finding something better, but because of the serious health risks and stress posed by the units condition during my pregnancy.
  
  

  
  

  

  Business Response

  Date: 04/25/2025

  The apartment home was provided in clean, working order, inspected by contractors as well as management.  There are not, and have not, been any instances where this rental unit was deemed unhabitable.  Management was responsive and attentive to any concerns presented and have a high standard of turning over a unit to a new resident.  Because the tenant was still unsatisfied, we permitted the lease break rather than holding responsible for the entirety of the lease.  Conditions are well documented, including photographs attached here.  We understand things change with residents' circumstances; however, a rental contract was signed.  

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because:

  I respectfully disagree with Brittain Commercials characterization of the events.
  
  
  While the unit may have been cosmetically cleaned before move-in, there were significant and ongoing health and safety issues that rendered the apartment uninhabitable, particularly for someone pregnant, like myself. These issues included ****** contaminated water, pests, and a clogged, dusty HVAC system, all of which were documented with photographs and communications shared with management.
  
  
  Despite repeated reports, these issues were not fully addressed in a timely or appropriate manner. Additionally, after management agreed to allow a lease break, they ignored my follow-up emails and declined to speak with me directly when I visited the office to return my keys. I was left to complete the move-out process through the receptionist, who acted only as a middleman and was unable to provide solid answers or guidance. Receptionist was so unaware that she specifically asked me what each key was for. This just goes to show the lack of communication with them. 
  
  
  My complaint stands: Brittain Commercial failed to provide safe, habitable living conditions and was ultimately unresponsive and dismissive during my efforts to resolve the situation professionally.
  
  

  
  

  

  Business Response

  Date: 05/02/2025

  There is nothing more to dispute, we have licensed contractors willing to testify in court and we consider this matter closed.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at *****************************************. I have been a resident of this apartment complex for three years, always paying my rent on time and following all lease agreements.Since January 1, 2025, when a new tenant moved into Apartment 302, I have experienced excessive and intentional noise disturbances. I have reported this issue multiple times to the property management team, provided video evidence, and cited Sacramentos noise ordinance, yet management has taken no action to resolve the problem.On March 16, 2025, the disturbance began at 10:00 a.m. and continued with what sounded like roller skating and deliberate stomping. This is no longer just an occasional noise issueit is harassment, and managements inaction has made my home unlivable.Due to their negligence and failure to enforce noise policies, I have no choice but to break my lease and move out a month early. This has caused me financial hardship, including unexpected moving costs and penalties.I am formally requesting reimbursement of at least one months rent as compensation for the harm and expenses I have incurred solely due to managements failure to uphold their responsibilities. If this issue is not addressed, I am prepared to pursue further action.

  

  Business Response

  Date: 03/31/2025

  
  This is regarding residents of a multi-family apartment community. Management took immediate steps to address the complaint from the resident Shawnise, and took the complaints seriously, particularly due to the residents long-term tenancy. 

  
  The resident above has reported to have taken all steps necessary to resolve any concerns of noise, however explained that the person Shawnise has verbally harassed her, banged on wall and ceilings,is yelling on the phone which she can hear in her apartment, and going as far as to call the upstairs neighbor a ****. The tenant who lives upstairs feels harassed.  An offer was also made to Shawnise to relocate to another studio at the community which was declined. 

  Due to the matter seemingly not improving, we reached out to both to meet with both parties, in person, to further investigate the noise complaints, only to be met with refusal and Shawnise also stating she has had a death in the family, which may be contributing to heightened stress, and as a result, gave notice to move from the rental property.  We have taken all the steps required, with local tenant protections in mind, to resolve the matter.

• Initial Complaint

  Date:06/18/2024

  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.

  March 26th of 2024 I submitted the notice to vacate. Was not issued a reimbursement check until **** despite numerous attempts to resolve it. Per Civ. Code, ******. was supposed to receive an itemization of charges which was not received. Was billed for charges unknown to me without a method of remedy. Have sent numerous emails to the company for a resolution to no avail. Also was charged for re-issuance of the check because they put the wrong address on it despite the information being correct on my notice to vacate documentation.

  

  Business Response

  Date: 06/20/2024

  On both March 26 and March 27, 2024, *********************** remitted her notice to vacate through her account/portal.  In both cases, ***** provided a forwarding address which was used to issue a refund of her deposit and list of itemized deductions and receipts on May 6, *********************************************************************** fact, only 11 days after her departure.  She is the only one who can type in the new address using the portal.  Copies of the notice remitted are attached, that address was ************************************************

  
  As of today's date, the original mailing has not been returned to our office by the US postal department.  ***** later contacted our office to advise she had not received the issued check or statement, at which time she provided a very similar but different mailing address (see attached), which is ********************************************* (different unit and different zip code).

  
  A tracer and stop payment were placed on the original check, a replacement check re-issued and paperwork send accordingly per ******* request and issued on June 3, 2024 promptly after her email communication request, also attached dated May 31, 2024.  
  

  
  

• Initial Complaint

  Date:04/23/2024

  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.

  Horrible management and more horrible maintenance system. Also the staff at the corporate office always have an attitude when your talking to anybody, they also do not prioritize residents needs when that is their number one job. They continue to raise my rent annually the max ****** allowed in ** (they have twice so far) yet there are multiple issues with my apartment that required several repair attempts, horrible communication, and each vendor has always left a huge mess in my home. Currently, bathroom fan has been broken now for 2 months and still is not fixed to this day after more than 5 attempts from several vendors and I'm still left without and answer as I am for ANYTHING from them. If my bathroom starts to get mold and/or I get sick from improper ventilation due to Brittain neglect I will certainly seek legal help

  

  Business Response

  Date: 04/26/2024

  After speaking to assigned contractors, they report ******* has been inflexible and unaccommodating with scheduling.  All ******* requests made to management are immediately assigned and tended too, including attempts to oil and adjust the fan up to replacing the motor in this case.  It does not serve anyone well to not tend to this matter.

  General contractors require a resident to be home to tend to inside repairs and ******* would not accommodate their availability.  Further, demands were made by ******* to contractors to show up on certain dates, only to be told those dates do not work or not to enter when management tried to accommodate entry.  The fan in the bathroom of this home is custom and the design/fitting is 60+ years old, cannot be replaced without fabrication, therefore attempts to repair the current fan have been made.  After attempts to repair where made, up to replacing the motor, ******* continued to complain about noise which fans tend to make.  The contractor hired attempted many times to reschedule with the tenant to check the new issue, however after being treated poorly and then not being contacted back closed the issue.  It was then reassigned by management to a new contractor who is fabricating a new custom fan to fit in the area.  All of this has been relayed to the resident.

  I personally spoke to *******, and I work at the corporate office, I was never rude, rather sympathetic and I explained in detail the challenges and expressed our sincerest goal was to resolve the issue.  All vendors and the site manager have been in communication with the resident too, so that he is not in the dark. A new fabricated fan is expected to arrive 04/27/2024 per the ******* contractor and he has informed the resident keeping him aware.  

  Customer Answer

  Date: 04/26/2024

  I am rejecting this response because: Rather than reach out to me personally as any professional business would do, I was attacked in the response from the business and all fault was placed on me. I have all text messages from each contractor I've worked with and I can certainly prove I have been flexible and accommodating. 
  

  

  Business Response

  Date: 05/07/2024

  This issue is completely resolved, including the noise in the fan reflecting in the video. 

  Again, after repair attempts were made (lubricating fan, putting in a new motor, etc.), the fan was again reported as an issue by the resident and follow up was scheduled, which lead to replacement which required special fabrication, meaning you cannot walk into any store and buy a replacement.  Our staff was never rude, nor any contractors, and the reputable licensed contractors hired attempted to resolve the issue without haste and according to everyone's scheduling, including the resident who was not always available at the times provided. 

  I explained to the resident during the phone call mentioned in this response the general process and assured him actions were being taken, this was not rude rather informative, and I sympathized with the situation.