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:08/14/2025

  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.

  Deceptive, disorganized, and utterly unprofessional. I was in daily contact with their staff, paid in full, and only after that was I toldby Dillionthat short-term leases were no longer available,as of today it still states on the web page short term leases are available.. a policy change made a week earlier. ****, who I spoke with every single day, never mentioned this until 48 hours before my scheduled ********** a travel nurse starting an assignment Monday, and theyve left me scrambling for housing at the last minute. This isnt just poor serviceits reckless, disrespectful, and shows zero regard for peoples time, money, or livelihood. Avoid this company at all costs.

  Business Response

  Date: 08/25/2025

  We appreciate the opportunity to respond to this complaint and regret the inconvenience caused. This appointment was originally made under the terms that thereafter changed regarding short-term leases. While our intention was never to mislead or cause hardship, the timing of the update created some confusion regarding remaining short-term lease availability. We have since updated our website and marketing materials to reflect only long term leases available at the community and we are committed to ensuring the lease options are presented online with transparency. 

• Initial Complaint

  Date:08/01/2025

  Type:Product 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.

  On July 20, 2025, I submitted a complete rental application for Unit 5207 at ******************* Homes, managed by Moss & Company. I uploaded my passport, I-20, and financial documents as requested. Since then, I have not received any updates or progress regarding my application. I had to follow up multiple times by email and phone just to get a response.Eventually, I was told my credit report was problematic, but they never clearly explained what the problem was. Worse, they later falsely implied that I had submitted a fake SSN, which is impossible I do not even have an SSN.Furthermore, the apartment unit I applied for was given to someone else without giving me any fair chance or proper communication. Their leasing agent (******* ******) also stopped responding to my emails. I believe I was unfairly treated as an international student.I am requesting BBB to look into this issue and ask Moss & Company to explain their screening process, issue an apology for the false SSN accusation, and ensure fair rental practices for international applicants.

  Business Response

  Date: 08/07/2025

  On July 20, 2025, a representative of **** & Company received the application for Yuanjin ** and Chiharu ****** on July 20, 2025.  On July 20, applicants were notified that our criteria does not permit cash deposits, and that the income could not be calculated from the bank links provided. On July 22,  as a result, the application was initially declined. On July 24, the application was reopened, and **** & Company received updated proof of income on July 31, 2025 in the form of Academic I-20s.  These require manual review, and the application was approved on August 2, 2025.  In regards to the **** based on our records, a number was input during the applicant's entry of information as a placeholder, which would reflect as an incorrect SSN. **** & Company follows all Fair Housing regulations and provides equal housing opportunities for all.

  Customer Answer

  Date: 08/07/2025

  
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• Initial Complaint

  Date:07/31/2025

  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.

  I moved out of The Astra and my security deposit was not returned to me within 21 days. After reaching out to them, they sent me back my deposit but withheld hundreds of dollars for painting and cleaning. After asking for an explanation, their response was: "The deductions from your original security deposit were for professional cleaning and painting, which are standard procedures for all units after move-out.If you had the unit professionally cleaned and have an invoice, please feel free to forward it to our office for review."There is nothing in my lease that stated I needed to have the unit professionally cleaned nor was this on the move-out checklist. The unit was returned to the condition I rented it in and there was no damage to the unit. The "itemized" list just says painting and cleaning. It does not include the time spent and the reasonable hourly rate charged, a copy of the bill, invoice, or receipt supplied by the person or entity performing the work or of supplies, or photographs of the cleaning and repairs needed are required by law -- because as they stated this is "standard procedure." I am filing this complaint after multiple attempts to gather proof of the deductions or to have the remaining balance returned to me.

  Business Response

  Date: 08/08/2025

  Dear Chanel, 

  Thank you for your message and sharing your concerns regarding your recent move-out experience at The Astra.

  We want to sincerely apologize for any frustration this situation has caused. While we do believe there was merit to the charges that were assessed for cleaning and painting, standard procedures followed to prepare each unit for new residents, we also understand and appreciate your perspective. As a gesture of goodwill and in recognition of your time and efforts to resolve this matter, we are happy to refund the additional $430 youve requested and have been in direct contact with you to confirm your forwarding address. If you have any further questions, feel free to contact us directly. 

  Customer Answer

  Date: 08/12/2025

   
  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,
  
  Chanel Diggs

• 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