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:03/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone else is residing in my apartment collecting benefits in my name . I was told that they weren't receiving rent money in an rso unit . I believe it was a false eviction and they are allowing another person to reside there using my name I want my apartment back that's in my name as well as the 6 months of rental assistance they collected as well as the 6 months of rent they collected in my name from la family housing

  Business Response

  Date: 03/31/2025

  Hi *****, 

  In your last Better Business Bureau complaint in July 2024, we replied that you evicted for non-payment of rent and were absent during the eviction/court process. Any discrepancies with the courts, LA Family Housing or other organizations you are associated with, should be taken up directly with them. 

  Thank you. 
  

• Initial Complaint

  Date:03/25/2025

  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 rented an apartment from this company for a year. I have a ton of evidence supporting the fact that I left the unit in great condition and took all the steps necessary to move out on time. Now that I moved out, the company is no longer responding to my emails in regards to my security deposit. It's been over 21 days since I moved out and I haven't received a response to my concerns, + I still haven't received my security deposit. They broke our signed agreement and are refusing to communicate.

  Business Response

  Date: 03/27/2025

  Dear *******, 
  
  Thank you for bringing this matter to our attention. During the conversation on Monday, March 24th with your **** & Company representative, we reconfirmed your forwarding mailing address, as we processed your move-out forms right away and sent the refund check within the required 21-day time period. We also discussed that if you have not received the check by Wednesday, March 26th, we will stop payment on the original and reissue a new check. Additionally, on March 26, 2025, we informed you that we will be refunding your full deposit, and that we would call you when it was ready as you wanted to pick up the refund check at the corporate office.  

• Initial Complaint

  Date:02/24/2025

  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.

  So me and my partner leased from this rental company sign a lease for a year the manager that showed us the apartment and gave us the information said rent was $3070 and the apartment was ready to lease upon moving they started building an apartment from power drilling hammering building the apartment from scratch when I reached out they apologized saying management did not advise her therefore she did not let me know the conditions were unbearable and really decreased my quality of living after months of lying from move in date August until December they finished which they kept lying and only offered me $200 compensation that I did not agree too was just forced on me Next the hidden charges the manager did not say anything about extras fees that after I moved in seen on ****** and yelp how many other tenants got scammed and these fees are $350 to 400+ if not paid they threat with eviction Me and my daughter fell down the stairs and my daughter is now scared to even take the stairs and with the elevator being broken down she is forced to take them and they really dont care to send someone when reach out they say next week and force to continue to live in these conditions Lastly there is only one elevator for the building that is always not working including currently been out of service since Friday morning the call box same fire alarms of the building going off at midnight this is plain unethical and trapping people in these lease and scamming with the threat of eviction The building name goes by Thrive on 7th Ive talked to various tenants and they all state they got told nothing about the fees which we pay utilities as well from water and power yet they charge their own utilities also other kids have fallen down the stairs being force to take them because elevators stays out of service

  Business Response

  Date: 03/05/2025

  Dear *****,
  
  Thank you for sharing your concerns with us. Regarding the monthly charges due with your rent, including utilities and internet, these charges are itemized in your lease. I would be happy to provide you with a copy if you need clarification.
  
  We strive to ensure that all charges are thoroughly explained by our managers upon move-in. However, I understand that there may be times when further clarification is needed, and I am happy to review these charges with you in more detail.
  
  I apologize for any inconvenience caused by the construction noise near your unit. We made every effort to complete the work as quickly as possible and the credit offered was a gesture of goodwill.
  
  Regarding the elevator, we understand its importance and work diligently to make any necessary repairs as quickly as possible, including paying vendors overtime.
  
  While receiving a 3-day notice can be unsettling, please know that we are committed to working with you to resolve these matters.

• Initial Complaint

  Date:02/21/2025

  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.

  On 2/3/35, the above amount was auto-deducted by Domusco after I had already provided a 30 day notice and vacated the property 30 days after the notice, on 2/1/25. I contacted the property manager at ************ Apartments in ******** and she said to contact the 3rd party company, Domusco. Domusco sent several notices to **** and Co/************ Apartments to give them permission to reverse the charges. Betti with *********************** responded and said not to reverse the charges and that they would pay. They never refunded the money or paid my deposit back and it's been over 21 days. I contacted domuscu and they are sending another notice. They said all they need is authorization to reverse the charges. I have called/texted Betti several times and she is no longer taking my calls. I will contact an attorney next. Her number is ************.

  Business Response

  Date: 02/24/2025

  Hello *********, 
  
  Thank you for reaching out to **, we understand your concerns about the delay in receiving your deposit. As discussed with your **** & Company representative on 02/21, your deposit refund check was mailed on Thursday, 02/20 to your forwarding address, and we were able to waive the cleaning and painting charges for the inconvenience. 
  
  Thank you for your patience and we appreciate the opportunity to resolve this promptly. 

• Initial Complaint

  Date:02/18/2025

  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.

  The dates this occurred are from January 14, 2025 - present (February 18, 2025). After my roommate and I were approved for apartment #*** at Parkwood Apartments under **** and Company, we were charged a $500 holding deposit on 1/22/25. They then barely communicated with us for the next 2 weeks and only gave us our lease 4 days before we were supposed to move in on 1/30/25. The lease had multiple critical errors on it that we could not sign until they were fixed, the largest of which being the lack of a cat addendum (even though we told them in both verbal and written communication that we had a cat and they had confirmed it was okay), and the lease they gave us specifically stated that having an animal would be a violation of the lease.Two days before we were supposed to move in we still had not heard from them about correcting the lease. We then got notice from the ***** that they would be unable to turn on power in the unit because of an electrical safety hazard. We called and confirmed this issue twice with the **** and Parkwood was still not addressing it or communicating with us at all the day before we were supposed to move in.Because we had no correct lease and the unit had a safety hazard we had no choice but to back out and look elsewhere. Parkwood answered our written statement withdrawing from the unit immediately and confirmed that they would be mailing us our $500 holding deposit on 1/29/25. It has now been over two weeks and we have followed up several times and still have not received the check.

  Business Response

  Date: 02/19/2025

  Hello *****,

  Thank you for reaching out to us and we understand your concern about the delay in receiving your holding deposit. As discussed directly with a **** & Company representative, the refund check will be re-issued and mailed to the preferred address you provided. 

  Thank you for your patience and we appreciate the opportunity to resolve this promptly. 

• Initial Complaint

  Date:12/16/2024

  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 received the attached 3 Day Notice to Pay Rent or Quit Letter on 12/15/24 from ******* ****** (Property Manager) threatening to initiate legal eviction proceedings and file a negative credit report, despite paying rent on time via the Domuso app on December 1st 2024. I am submitting this complaint because the ******* ****** has not bothered to respond to my text, email and phone calls. Note: this constitutes an urgent matter since I've been threatened with legal action per the aforementioned letter Pertinent facts:1. On December 1st, I leveraged the Domuso app and made a payment of $1,803 as per the screenshot attached. It is a mystery to me, as to why that amount has still not been credited from my bank account to date (12/15/24) and consequently, incurring late fees of $100 via Domuso 2. ******* ****** did not bother to reference my tenant account records and history, prior to sending out that letter (3 Day Notice To Pay Rent or Quit). If due diligence was conducted, Destiny would have noticed that I made a payment of $1,803 on 12/1/2024 via Domuso app.3. ******* ****** is unaware of the correct amount owed to the property. In the letter attached the amount due that is quoted by ******* ****** is $1,653 for my rental unit instead of $1,803 (I have rented a car garage as well). I had explained this to the interim Property Manager (*****), because the previous one (**** ****) did not bother to maintain accurate and updated tenant records.4. The issue about making timely payments via ****** app and the payment not being credited from my bank account in a timely manner, seems to be a reoccurring one (I have reached out to the property management about this particular issue several times). Note: it is not the tenants responsibility to chase after property management to credit funds from their account after making timely payments via the Domuso app.5. The letter was carelessly thrown in the middle of the hallway, and I noticed it luckily due to a delivery

  Business Response

  Date: 12/20/2024

  Dear *****, 

  Thank you for bringing this matter to our attention. We sincerely regret any distress or inconvenience caused by the issuance of the 3-Day Notice to Pay Rent or Quit. We are committed to resolving this issue promptly and addressing any miscommunications.

  We understand your concerns regarding the timely payment submitted via the Domuso app, discrepancies in the amount stated in the notice, and the delivery method of the letter.  As discussed privately, I believe we have addressed most if not all of your outstanding concerns. 

  However, if you feel that you still have further details or questions, feel free to contact me directly at **************.

  Thank you for your patience and understanding.

  Sincerely, 
  Danni ******, ********************** Manager

• Initial Complaint

  Date:12/13/2024

  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 lived in Art set noho luxury apartments for 18 months, owned by moss&company. In June of 2023 when it began to get very hot out I noticed the central air system wasnt cooling down the upstairs bedroom. 2 ** specialist came and deemed the system insufficient to cool down the upstairs. The ** specialist read the vent at 58 degrees while the unit was running at 69 degrees and the upstairs was still between ***** degrees. June 26th 2023 I delivered my daughter and was unable to use my upstairs (bedroom) for sleeping. The problem was never taken care of. I have emails and messages between the property manager and building manager showing that nothing had ever been done to resolve the problem. This went on into the summer of 2024. There were 5 months I had to sleep downstairs on the couch with my baby. I lost countless hours of sleep, as well as suffering from back pain and of course I could not risk sleeping in heat with a newborn that counts on me to regulate her body temperature. Ive asked repeatedly for copies of the ** reports and am ignored and told blatant lies that the system was deemed working when it in fact was not. I finally withheld a months rent and they dropped off at my door some kind of large fan that required ice. They said they would seal the door upstairs, a year went by and was never taken care of. My daughter was not able to have a consistent routine and a safe place to sleep. I want the building to wipe the remaining balance and pay me a portion for the 5 months my bedroom was inaccessible and admit that this was absolutely a health hazard for my daughter and major disruption to a new single mother. I offered many different ways to resolve and have been completely ignored. They will not share contact information to the hire **** Ive sent 3 emails since November 14th and have been blatantly ignored.

  Business Response

  Date: 12/19/2024

  I hope you're doing well. I want to acknowledge the challenges youve faced due to the issues with the air conditioning system, and I appreciate you bringing this to our attention.

  While we understand your situation and recognize the discomfort it has caused, after reviewing the matter, I regret to inform you that we cannot make the adjustments to your billing that youve requested. The terms of the lease and maintenance policies were followed, and based on this, we are unable to offer any changes to the balance at this time.

  We do take your concerns seriously, and I would be happy to discuss any other questions or potential solutions you might have. Please dont hesitate to reach out if you need further clarification or assistance.
  
  Thanks,
  
  Mac Santos 
  Sr. Regional Portfolio Manager 
  ********************************************************************** 
  ********************************** 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22683385
  
  I am rejecting this response because: 

  Mac. I have repeatedly asked for copies of the reports from the AC specialist who deemed the system incapable of cooling off the upstairs portion of my apartment. It is illegal to have an air conditioning system provided and it not providing relief. It was ********************** turn causing health hazard for my newborn daughter. You can not have a mother and baby sleeping downstairs on the couch unable to use the bedroom due to your buildings conflict and not resolve the issue. 5 months of not being able to use my bedroom with no financial give back from your company is unacceptable 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/10/2025

  Hello Ms. *************************** you for your time in expressing your concerns, as it's our goal to make sure all of our residents (including our past residents) enjoy where they live.  Your concerns are important to us, and we regret that we did not meet your expectations during this time.

  To address the matter, weve reached out to you separately to work toward a resolution. We remain committed to assisting you further and ensuring a fair outcome.

  We appreciate the time you spent in our community and wish you the very best moving forward.

  Sincerely, 

  ****** ***
  Director of Operations, **** & Company

• Initial Complaint

  Date:11/05/2024

  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 partner and I had been been living at the ************** apartments which is owned by **** and company since April 2022 that I have attached below. We moved out in July 2024 and never received our deposit. I have pushed this far because my partner has a disability and I have been working while taking care of him, please understand my situation. As I am in very desperate need of my deposit. I have attached documents and highlighted to show you the amount I should be receiving. It should have came in the mail as a check but we were in the process of moving and never received it. Thank you for your understanding.

  Business Response

  Date: 11/18/2024

  Hi ******, 
  
  
  We're sorry to hear about your experience and falling below your expectations here.  While we aren't able to extend a full credit, we'd like to do something.  *************** supervisor, ***** ****** will be reaching out to you or you can connect directly with him at your convenience.  Danni's email is ************************************************************************ or **************.
  
  
  Thank you for your understanding and we wish you all the best.  
  
  
  Sincerely, 
  ****** Hay 
  Director of Operations

• Initial Complaint

  Date:09/24/2024

  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 complaint is with the agreement between the Leasing Manager and myself when I moved into Mercantile Loft in Feb 2024. Note: Im paying $3300 per month located in skid row, next to the ****************. The location was not desirable however the loft was being sold as 1700+ square feet, with Washer and dryer, and just basics (car garage) when I moved in the unit was not ready.. 1) 25% of the unit had no lights. Two existing light fans located in separate locations of the unit did not work. Its been now eight (8) months and still one of the lights has not been replaced. They replaced one of the lights in the month of July . 2). Washer/Dryer unit that existed in the unit didnt work when I moved into Mercantile Loft. Also the leasing manager (who no longer works at the company) promised that a new washer dryer would be replaced.. they have only tried to bandaid the problem by sending a maintenance guy to fix the old unit.. the first maintenance came back in April and made the unit work however the dryer didnt work after multiple complaints they finally sent another maintenance technician in September and the technician informed me that the old unit wasnt even a model sold in the ***.. 3) bathroom toilet roll holder - when I moved in this also was not installed and after multiple complaints nothing happened so i eventually bought one from ********** and installed it myself..

  Business Response

  Date: 10/04/2024

  Thanks for taking the time to share your issues with us. We understand your concerns and appreciate you bringing this to our  attention. It's important to us that our residents always feel valued and receive clear communication from our team. 
  Please be assured that we are reviewing your experience internally, in addition to our direct communication, so that we can better address issues and concerns moving forward. We always welcome you to contact us directly if you need further assistance.

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22334792
  
  
  
  I am rejecting this response because: I have been communicating with your manager and it seems now that I’ve complained to BBB “management” seems to now be focused to help resolve current problem however as of today none of the issues have been corrected.. also this response doesn’t resolve the issue that I have not had lights or a washer/dryer since I’ve moved into the unit.. so how will I be compensated for no lights and no washer/dryer for past 9 months and counting…
  

  Today is 10/4 and management attempted to change the old w/d unit with a new one, however after installation now I have no access to my “Dishwasher”.. because the W/D unit is blocking the D/W unit door from opening.. (I sent a video to your Manager).  Also today the “Electrician” came and after reviewing they informed me that they need to come next week to fix the light fixture (Note: there is no power coming into the outlet fixture).. 

  again, this hasn’t been resolved and I still have not received any reasonable compensation for 9 months of no lights and no washer/dryer. 

  Sincerely,
  
  
  
  Edward Kim

  Business Response

  Date: 10/21/2024

  After completing the requested work, our Regional Portfolio Manager attempted to contact Mr. *** on 10/17/24 at 5:43p.m. and 10/18/24 at 12:33p.m. and did not hear back from him. 

  All the requests he raised have been completed, including an issue with the refrigerator, which wasnt mentioned in the complaint. Heres a summary of the completed work:
  

  -******** Construction repaired his dishwasher (it wasn't fully opening) on 10/16/2024.
  -JV Electric fixed all electrical light fixtures on 10/16/2024.
  -**** Maintenance replaced his refrigerator on 10/16/2024.

  If Mr. *** has any further questions or need additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:07/31/2024

  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 was a former resident at *******************. O moved out May 1st and since then I have been expecting my refund. Recently property management were switched from Mashcole to Moss & company. I have contacted the residential manager via phone and text NUMEROUS of times and I keep getting lied to with fake lies that i will get my check this week and this week and this week never comes. Lately the resident manager has been ignoring my calls and text messages. I reached out personally to Corporate as well , and i have not been able to get a hold of any one to give me a proper response regarding my deposit.

  Business Response

  Date: 08/05/2024

  Dear *****, 

  Thank you for your message. We appreciate your patience as we worked to resolve your concerns regarding the holding deposit refund. We have refunded your deposit in full and it was mailed on Friday, July 5th to the forwarding address you provided. 

  If you have any questions or need further assistance regarding your refund, please don't hesitate to contact us. We are here to help ensure your satisfaction.