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:01/30/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 02/03/2025

  The tenant, ***** *********, raised questions and concerns during the transition of management between 2B Living and ***************. During this process, communication can be lost or unread due to the nature of the transition. The tenant mentioned that she has been having noise issues with a couple of her neighbors since she moved in back in July of 2024. Given we took over management of this unit in December 2024, we were not made aware of these tenant concerns. The tenant reached out to a 2B Living Coordinator on January 11th sharing her concerns, however, she did not receive a timely response back. We have agreed to honor their request and refund them in the amount of $2,190. A physical check will be mailed directly to the tenants. 

• Initial Complaint

  Date:11/14/2024

  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.

  Complaint: 22557676
  
  I appreciate the acknowledgment from 2B Living regarding the reversal of charges, but their statement to the BBB is misleading and lacks accountability. I want to address the inaccuracies:

  1. Inspection Process: The business claims that "***** and our vendor inspected the unit" and determined it needed cleaning and painting. However, **** ******** later confirmed via email that the photos used as evidence were incorrectly labeled and not of my unit. This suggests their initial justification for the charges was based on invalid information.
  2. Delayed Resolution: While the business states that they responded promptly, I reached out multiple times (on 11/7 and 11/13) before receiving any acknowledgment. Their lack of communication caused unnecessary delays and frustration.
  3. Accountability: The business has not taken full responsibility for the oversight. If I had not been persistent in disputing the charges, I would have been unfairly charged for services that were not warranted.
  

  I am relieved that the charges are being reversed, but this situation highlights the need for 2B Living to improve their inspection processes, ensure accuracy in documentation, and provide timely communication to tenants.
  

  Thank you for allowing me the opportunity to clarify.

  e portfolio manager, replied that a portion of the charges could be reversed based on photos and vendor feedback. However, I did not receive further clarification or a timeline for the full refund.I followed up on November 7 and again on November 13, but I have received no response regarding the return of the remaining deposit.Desired Resolution:I am seeking the full return of my $800 security deposit, as I fulfilled all move-out requirements, leaving the unit in pristine condition. The unexplained charges, combined with the lack of transparency and refusal to communicate, are deeply concerning and suggest a pattern of misleading practices that could unfairly impact tenants.This experience has highlighted the need for 2B Living to operate with greater accountability and integrity in handling tenant deposits. I hope this complaint serves as a prompt for the company to improve its practices, ensuring fair treatment and clear communication with future tenants.

  Business Response

  Date: 11/15/2024

  ********* moved out on 10/31, and ***** and our vendor both inspected the unit and determined it needed light cleaning and light touch up paint. We applied the relevant charges, and he came back and disputed them. After speaking with our vendor, and *****, I decided to reverse them. He emailed me yesterday, and I just haven't had a chance to get back to him yet. I responded earlier this afternoon, and accounting is making the change. 

  Business Response

  Date: 11/18/2024

  Thank you for sharing your concerns and providing additional clarification regarding this matter. We appreciate the opportunity to address your points.

  Inspection Process: We acknowledge that an error occurred with the labeling of photos used in the initial assessment. While this was not intentional, we recognize the importance of accuracy and are taking steps to improve our documentation and review processes to avoid similar situations in the future.

  Delayed Resolution: While we strive to respond promptly to all inquiries, we recognize there was a gap in communication during this process. We have reviewed our timeline and will work to ensure more timely responses moving forward.

  Accountability: The reversal of charges reflects our recognition of the error, and we value your persistence in bringing this to our attention. This incident has highlighted areas for improvement that we are already working to address.

  We appreciate your feedback and will use it to refine our internal processes. Should you have any additional questions or require further clarification, please do not hesitate to reach out.

  Customer Answer

  Date: 11/21/2024

  Complaint: 22557676
  
  Thank you for acknowledging the errors. However, I have yet to receive the remaining balance of my security deposit, which totals $540.00. Could you please confirm the exact date of when I can expect the funds to be deposited into my account?

  Business Response

  Date: 11/25/2024

  The payment will be sent out this week. He should receive it by next Monday.

• Initial Complaint

  Date:10/25/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/08/2024

  To ******:
  Upon your move-in on 10/1/2024, we confirmed that any incoming financial assistance check would be credited to your account. As the payment had not arrived at that time, you covered the balance through your tenant portal.
  Our records show a check was anticipated, and we've verified with our finance teammost recently on 10/30/2024that this payment has not yet been processed into your account despite indications of it being mailed. Please rest assured that we are actively monitoring for the check, and we will apply it to your account upon receipt.
  In the meantime, please feel free to reach out with any further questions or updates.

• Initial Complaint

  Date:08/23/2024

  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.

  2B charges unexplainable and malicious cleaning fees. * During move out of our 2B unit we cleaned the unit (far better than it was cleaned when we moved in) but during the final walkthrough **** ******* said that we would be charged a $300 cleaning fee. Confused, we tried to get an explanation of what the cleaning fee would be used for. **** got defensive/argumentative and would not explain more than informing us "we had no cleaned under the fridge" and hence the place needed to be cleaned.* When we got our final settlement back from 2B we noticed that the cleaning fee had been raised to $500 because we had questioned the original $300. Again, asking for ANY explanation from **** (or an itemized receipt) resulted in her being grossly unprofessional, informing us "I am sorry that I didn't let you hire your own cleaners that we wouldn't have been happy with and you would have had to pay extra".* We then escalated to the regional manager ****** ***** who completely ignored us.

  Business Response

  Date: 11/08/2024

  This issue was resolved & per the revised review, the complainant was satisfied with the outcome.
  
  

• Initial Complaint

  Date:06/10/2024

  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.

   
  Complaint: 21829305
  
  I am rejecting this response because:
  
  We have not received a payment within 72 hours. Were still awaiting payment on our deposit. We will accept the $1000 back within one business day, otherwise we will have to pursue further legal action. Thank you. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/11/2024

  ************************************************* - Deposit Return Complaint

  Good afternoon Kyja & Aja, 

  We received a notification of a complaint filed with the BBB regarding your deposit return. The amounts charged were for cleaning and painting, as the unit did need a full paint and clean. Typically paint is considered to have a 3-year lifespan, so you were charged a prorated amount based on living in the unit 18 / 36 months. The cleaning was similarly prorated. 
  
  Having said that, the last thing we want is for someone to move out and feel cheated. Both myself personally and the company as a whole certainly appreciated you as residents. You were friendly, easy to work with, reliable tenants. Our goal is always to separate ties in an amenable and positive manner whenever possible. 
  
  Having said that, I spoke with my Regional Manager who agreed that we should refund the remaining balance of the security deposit. I'm sending a separate email to our accounting team to request this. You should receive the additional $900.00 deposited through ACH similarly to the $100.00 that was already deposited within ********************************************************************************** your new place 
  
  *****************
  2B Living ******************* | Property Manager
  ************************************ | ************ (direct)
  ************ (main) | ************ (after-hours emergency maintenance)
  ************************************************************ (HQ), ************************************
  

  Business Response

  Date: 06/12/2024

  Good morning, 
  
  Since your deposit was $1,000.00 and $900 was deducted, you received an ACH deposit of $100 on 5/31/24. This was within the 21-day deadline as legally required.

  It was our oversight not to send the receipts and breakdown of charges at that time, which is certainly part of why we chose to move forward with refunding the entire deposit. As I said in my prior email, we are going to refund the remaining balance of $900, however the reason that I said it may take up to 72 hours is because each bank can take ***** hours to accept an ACH payment. My thought process is simply: our bank may take up to 24 hours, yours up to 48 hours - hence within 72 hours. Since its ACH, it may be instantaneous, but I didn't want to set unreasonable expectations. Our accounting team will definitely complete that transaction on our end today. 

  *****************
  2B Living ******************* | Property Manager
  ************************************ | ************ (direct)

• Initial Complaint

  Date:04/30/2024

  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.

  Hello, my name is ***************** and I am filing a complaint regarding unjust and discriminatory behavior which involves witholding of a security deposit. I received an email prior to moving out of my apartment at ***************************************************** on 04/1 that stated:"It is our policy to return your security deposit within 21 days of your move out. If any deductions are made, they will be itemized and explained. Please respond to this email with your forwarding address so we can send you this to you as soon as it is ready. Any delay in sending your forwarding address will only delay the return of your deposit.The deposit will be made payable to those individuals listed on the lease (if someone has moved prior, that person will not be included). If you would like the check made out to just one individual, we will need written consent signed by all individuals on the lease."I responded within 1 business day my forwarding address as directed. It was not honored as the total amount was issues to one person: ************************* on the lease. I contacted management ***************** and ************* of 2B living and they falsly denied my attempts to reach out multiple times throughout this past month through email, and phone (I have all the logs) They refused to recover the funds given my circumstances that cannot be discussed here due to safety concerns on my behalf. I am owed a portion or a full security deposit ($2,545.33)

  Business Response

  Date: 05/21/2024

  Dear **,
  
  Thank you for your message regarding the complaint submitted on 4/30/2024 (ID: *********. We apologize for the delayed response to the BBB. The delay was due to a misunderstanding on our part regarding the return communication process, not due to neglect or lack of concern. This complaint and issue has been actively addressed by our team and the customer involved in the complaint and we have reached out directly to them resolve the issue. We appreciate the opportunity to clarify and address the matter.
  
  We have also provided a detailed response via fax.

  
  Thank you for your understanding.

• Initial Complaint

  Date:03/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of Dispute: When my lease ended, the management company that oversees ********************* apartments (2B Living) sent notice that I had a balance of ~$1180 left to pay. Ive always paid any invoices from Livable (2Bs 3rd party utility company) as well as my monthly effective rent on the first of each month so this was very surprising. 2B transitioned away from using Livable towards the ** 2021/beginning of 2022, but apparently there was a discrepancy in some of the utility billing that I received from Livable and the utility charges that 2B kept record of throughout my lease.When I raised concerns about this issue and brought up the discrepancy in charges, I was told that the 2B team would investigate why I was still receiving invoices from Livable during the transition when the contract with the company had ended. *** reached out to management to follow up on this issue, but have not heard back and they ended up taking the money out of my security deposit. Ive been easygoing despite 2B being very unresponsive throughout my 2+ years of tenancy (e.g. our water boiler stopped working in November and I was not issued any credit for hot water despite reaching out multiple times about this issue). However, being told that I owed $1.2K at my time of moving out & being back billed for charges that I was unaware of is quite distressing. Especially considering that I have always paid my rent/utilities on time. It has been very difficult navigating the changes in management/billing over the course of my lease, and its a fair expectation to notify residents of outstanding charges in a timely manner. This issue should have been flagged much earlier on and this is a clear indication of 2Bs lack of involvement and disregard for their residents. Im really disappointed in my experience living at ********************* apartments & hope to receive my security deposit back.Dispute Amount: $1180.23 Tenancy: July 2020 - December 2022