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:04/24/2024

  Type:Customer Service 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 who has been living in this building in a unit by the staircase for almost 2.5 years now. For the past six months I have had my life threatened and put in danger from a drugged out homeless man squatting and sleeping outside of my unit, making the building his home on the Third Floor. I have multiple police calls and reports and have requested management to do something about it. The police have even asked management to put doors in the back alley staircases where these homeless men who are threatening to harm me physically and burn the building down ( I have video footage of everything and also handed it to LAPD) but NOTHING has been done. When trying to reach out to the **** and Company Business phone number NO ONE EVER ANSWERS. The manager does nothing about the situation other than tell us she needs to speak to her supervisor. When asking for the supervisors # I receive no response. This Building has had many safety code issues, with the elevator being broken for more than a year. Doors not locking or closing fully from the outside so homeless men come and make this there home. Deceased tenants that dwell in their unit for more than two weeks. I am exhausted from having to deal with the unsafe circumstances of my living situation here and when giving my notice of moving out within 2-3 weeks, I was told I needed to give a 30 day notice, although my life has been threatened just a few days ago by a drugged out homeless man yelling spitting and physically trying to harm me outside of my unit. I am no longer safe living in this building. The management company seems to care less about the renters who are also being over charged as myself included as I found out that I am paying a few hundred dollars more than my neighbors who live in the same units. Since no one from this building and management seems to care I have had to resort to filing this complaint in hopes that someone will contact me regarding my move out and fees I should not have to incur.

  Business Response

  Date: 04/29/2024

  Thank you for reaching out, your safety is of the upmost importance to us.

  Please note that Management has worked to address reports of a transient that has loitered within the back stairwells. Our team walks these areas each day to see if there is any sign of this individual, and the cleaning crew assigned to this community walks the property weekly. They also check and clean the back stairwells as needed. We will increase these walks to further enhance property security. 
  

  We are working to keep a daily eye on any security issues that might affect the community and we appreciate your feedback. Residents should immediately report suspicious activity to police and management, as addressing transient activities requires a collective effort from the community. Additionally, we will further look into securing the back stairwells from trespassers/loiterers. By coming together,we can pool our resources, expertise, and ideas to find effective solutions.

  If anything further is needed, please contact the **** & Company representative who has been in touch with you to assist with your move out details.

  Thank you. 

• Initial Complaint

  Date:04/08/2024

  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 at ***************. For 3 months during my tenancy, August 2023 to October 2023, I only had 2 outlets that worked in my entire unit. At one point I had to beg them - BEG THEM - to fix it. I was constantly ignored and treated with disregard from the care taker ******. Once I was told that they couldnt make a decision whether to fix the electricity in my unit until the owner returned from their two week vacation in ******Once the electricity was finally fixed, I still had issues. I couldnt run the microwave and the ceiling fan at the same time or the entire apartment would short circuit. This is still a problem that I informed them of when I left. However, I noticed they put the listing back up promptly after my departure so I highly doubt they fixed it. In fact, theres no way they fixed it given how cruel they treated me.Two of the neighbors are also hoarders.I deep cleaned the apartment pristine, and they still took 500 dollars out of my deposit with no list of explanation as to why the money was taken out. I emailed ****** asking why and obviously havent heard from her.I never missed a rent payment and I rarely complain to the hand that feeds as a matter of principle, but I feel like I have to warn people about this company.

  Business Response

  Date: 04/16/2024

  Hello, thank you for sharing your concerns with us. Our representative has been in touch with you directly and is issuing a refund of your $500 deposit as of 4/15/2024. We are confirming a forwarding address and the check will be mailed this week. Please feel free to contact us directly for anything further. 

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into the Zelzah luxury apartments on 1/26/2024 and immediately noticed multiple issues within the unit, including improper weatherproofing, leaks, water intrusion from faulty door, missing caulking throughout the unit, flooring problems, plumbing/gas issues, a malfunctioning stove, pest (ants and were everywhere when I moved in and I had to exterminate myself, and spiders + carpet beetles are still a problem) and faulty windows that dont lock properly.Furthermore, the unit was uncleaned, my garage remote didnt function, and the call box wasnt set up correctly with my information. Within 3 days of discovering these inhabitable issues, I requested to terminate my lease due to the extensive repairs required, but unfortunately, my request was denied. Despite the challenges, I proceeded with moving in as I had already paid a substantial amount, totaling $5,744.30 for prorated rent for ******** February's rent, and a deposit.Despite assurances from management, the issues persisted, resulting in over 30 maintenance visits since my initial move-in, causing significant disruption and stress. The building inspector has set a deadline for repairs, yet the main safety issues of the door and windows remain unresolved.Additionally, I was promised a concession, but to date, I have not received any updates despite numerous attempts to contact corporate, including phone calls, emails, and visits to the office. I am requesting a concession for the inconvenience endured during my tenancy, as well as prompt resolution of the outstanding repairs or a lease termination. The lack of response from the management is highly unprofessional and exacerbates the stress of the situation.

  Business Response

  Date: 04/15/2024

  Hello ******,

  We apologize for the inconvenience and unpleasant experience upon your move in. We are working diligently in meeting all requests and look forward to the resolution for any and all maintenance related items both now, and in the future. Please be assured management is on top of the concerns you have and are in progress of any and all repairs, and will continue to be in contact with you for all scheduling and coordination to ensure there is no miscommunication on vendor scheduling. Again, we look forward to the completion of maintenance requests, and your continued tenancy.
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21495319
  
  I'm rejecting this response because it shouldn't take three months to address issues that should have been resolved before I moved in. Furthermore, the Los Angeles County building inspector revisited the unit over 40 days later, and none of the outstanding items were fixed. Many of the due dates for repairs are in mid-May, which is still another month away from today's date. I've already given reasonable time, and since **** and Company have not provided a unit that meets code, they've breached the lease agreement. I'm requesting a concession and lease termination due to the inconvenience and stress this situation has caused. Regardless, I'm ending my tenancy, as this experience has been both stressful and disappointing, not to mention potentially illegal.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/01/2025

  After working directly with ******, we reached an agreement to terminate the lease early, and all matters were resolved to the satisfaction of both parties. 
  

• Initial Complaint

  Date:03/29/2024

  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.

  On 2/23/24 I sent a rental application to **** and Company to rent an apartment at ************ in ******* Oaks, **. I was approved and they immediately requested a very expensive holding deposit in the amount of $500.00 (they did not tell me it was non refundable) they simply told me it would go towards my rental deposit if I decided to rent. I asked how soon they would have the apartment ready they said it would be ready by the 26th of March. They asked me to sign a lease after showing me the unit with someone still leaving in it. It was filthy and unkept, the whole place needed a real good cleaning before anyone could move in there. The vent in the bathroom was clogged with dust. I refused to sign the lease before they cleaned it up and asked if they could wait until the apartment was thoroughly cleaned before I came to check it out. I asked my current landlord for another extra month in her property so I could wait for the chateau oaks townhouse. I went again to inspect the unit again on 3/21/23 after their previous tenants moved out (the property manager there *************) insisted I checked it again. She pressured me to sign the lease several times and threatened to cancel my application if I didn't do so. I clearly told her the place still didn't look clean when I came to see it a second time. The fridge was dirty, the floors were filthy, the bathroom had a very dirty bathtub, I wasn't pleased with what I saw since she promised to have it all cleaned up. I told her I would sign the lease if she made sure the place was spotless. I don't think that's too much to ask. I was going to pay to live there so they were not doing their job. ************* was a very unpleasant person, and provided horrible customer service and was rude to me for no reason over the phone. I don't even know her in person. She sent me the lease agreement on 3-21-24 and gave me until Sunday 03-24-24 to sign and finalize the lease agreement. I worked that weekend so had limited time to look through but when I finally got to it on Sunday, I read all the 88 pages on the **** and Company's lease agreement. I had a few questions to ******* over text and one of them was that she said they have a smoke detector in the unit, I don't remember seeing one. All I know that's illegal not to provide one for tenants in the *******************. Her lease agreement stated the very opposite, that they DO NOT PROVIDE smoke detectors or carbon monoxide detectors in their apartment homes. I thought that was ridiculous since it's something so basic and mandatory for the tenant's safety. Also saw their paint is lead based and causes cancer. I'm allergic to many things and after reading the lease agreement I thought this place was not suitable for me. I did not sign any lease agreement or moved to chateau oaks. I feel cheated and misinformed because they force people to pay a very expensive security deposit without disclosing this information to the prospect tenants. I should have the right to know all the pros and cons before making an educated decision and doing what's best for me. I asked ******* for my refund and she texted me saying she will not give back, even knowing all of this is not my fault and they didn't want to change their lease agreement to include a smoke detector in it. All I ask is for my money back, otherwise I will file a claim at the small claims court.

  Business Response

  Date: 04/02/2024

  Hello, thank you for sharing your concerns with us. Our representative has been in touch with you directly and we promised a refund on your $500 deposit prior to receiving this review on 03/29/24. Our accounting department is issuing the refund and the check is being mailed this week. Please feel free to contact us directly for anything further. 

  Customer Answer

  Date: 04/03/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:03/20/2024

  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.

  Theres black mole all through the whole building they tried to cover up by saying theyre fixing it. I would like to have a city inspector with the civil engineer. I dont believe this Apartment building is to earthquake code see a lot of flaws feel like the building is sinking advised them they ignore it

  Business Response

  Date: 03/29/2024

  Thank you for sharing your concerns with us. We understand the importance of addressing any issues promptly and with transparency. We would like to clarify the legitimacy of the alleged claims. We very much prioritize the health and safety of our residents. Any potential microbial growth concerns are taken seriously and addressed immediately by management and qualified/licensed vendors. However, it's important to note that the alleged claims have not been substantiated by any evidence of our findings. We also want to assure you that our property is compliant with all applicable building codes, including earthquake safety and structural integrity. Resident safety and satisfaction is our top priority and we are committed to addressing any legitimate concerns promptly and thoroughly. We value your feedback and encourage you to reach out to us directly if you have any further concerns.

• Initial Complaint

  Date:03/06/2024

  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.

  I have constantly contacted management for "the collective" building on ******************** since my vacancy in December. My deposit was is***d 41 days after vacating, only after I continuously reminded them of it. I have kept documentation of all correspondence from the company. My calls to the leasing office and ********* headquarters were never answered and their voicemailboxes are always full. Given the laundry list of complaints from renters on this site alone, it is apparent that ******************* and every board member are unfit to run their property management company. There is also a track record for withholding deposits, which the courts will not take lightly. As of March 1st, I have received my partial deposit. However, it came in $1,094.94 with no itemization for deductions. I have video evidence of the residence being left in perfect condition. Given that the check was is***d 41 days after vacating, they have forfeited their right to deduct from the original amount of $1,595.00. I am asking for the remaining balance of $500.06 in a timely manner or this will get escalated to small claims court.Moss & company has already broken the law by not abiding by the 21 day time frame. I am urging them to send the remaining balance or I will use legal action to *** up to 2 times the original amount of $1,595.00. It is ridiculous that these measures even need to be taken for such a simple request. It is obvious ********* is an unethical company that ask for their tenants to make up to 3x the rent but fails to give them back their deposits.This is*** doesn't even begin to mention the squalor condition in which they keep their buildings.

  Business Response

  Date: 03/07/2024

  Hello ******,
  
  We sincerely apologize for the delay you experienced in receiving your deposit, we know how frustrating it can be. After reviewing the timeline, the move out and itemized statement was processed within the 21 day window; however, **** & Company was not provided the proper return address and the deposit and statement were mailed to an incorrect address. We then issued a 2nd check/statement to the updated address. Upon the dispute of the charges, we mailed out the refund of the remaining $506 dollars yesterday, 3/6/24.
  
  We have reached out to you via phone today, 3/7/24, to update you that the remainder of the deposit has been refunded, the check was sent and further extend our apologies for the delay and your experience. 

• Initial Complaint

  Date:01/30/2024

  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.

  **** and *** includes water charges for new tenants in the lease agreement, which is acceptable. However, the lack of transparency in conveying the method of calculation raises concerns. Upon receiving a bill, the absence of details such as meter readings or a clear mathematical equation to justify the billed amount is a notable issue. When inquiring with the manager, the explanation provided was that disclosing such information would breach the Fair Housing Act, and trust was urged. They have notified tenants that the water bill is higher than expected but have been slow to solve water issues. For instance, in my apartment the toilet was constantly running and it took maintenance five different visits over a few months to finally replace my toilet.

  Business Response

  Date: 01/31/2024

  Hi *******, 
  
  We have read your review and take your concerns seriously.  While it's true that we cannot disclose the terms of other lease agreements, we can assure you that all new leases have utilities included in addition to the rent.  
  
  To clarify, the calculation for water, sewer and trash assumes all residents pay for the utilities and we base the calculation off of the number of occupants at the community.  As new leases are updated in our system, the charges are applied.  
  
  While we do apologize that a previously addressed issue returned, we do rely on residents to report any leaks immediately.  In the event that a resident doesn't disclose the leak, it can affect the master utility bill but we do install some safeguards to help combat this very concern.  In addition to conducting unit inspections at least annually, we also have a 3rd party monitoring company that helps us flag spikes in utility charges, in addition to helping allocate charges accordingly.  
  
  We do appreciate your tenancy, and hope that this response provides a little more clarity into an important concern to you. 
  
  Warm Regards, 
  
  *********************
  Regional Property Manager

• Initial Complaint

  Date:11/15/2023

  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.

  I am reaching out because it has been 59 days since my fianc and I have moved out of our apartment at ******************, and we have yet to receive our security deposit of $2,000. Under **************** law ********* had 21 days to return all of the security deposit. It is now past due by over a month and counting.A timeline of communications regarding the overdue security deposit is as follows:10/16 - After giving your company 10 extra days past the legal deadline to return our check, I reach out to ***** notifying him of the overdue return.10/17 - ***** responds to my text saying h*** look into it.10/20 - I follow up with ***** as I have not heard back from him. ***** responds that the accountant is pout of town and h*** follow up with me on Monday.10/25 - On Wednesday, ***** calls me and informs me there was an issue with the security deposit being applied to the false balance on our rent portal. He assures me the issue is being corrected and the check will be in the mail soon.11/6 - After waiting two weeks for a check, I reach out to ***********11/8 - After not hearing back from *****, I reach back out. He tells me he will confirm with his supervisor and reach out by end of day. I do not hear back from him.11/9 - I reach out to ***** again. He calls, tells me theres still the issue of our false balance. I forward him documentation from 2020 in which the apartment manager at the time states that our August rent was waived, and that we pay our September rent and security deposit in cashiers checks prior to move in. ***** says he will follow up with me later in the day, and I never hear back from him.11/10 - I email ***************************** and ***** addressing the still missing refund and never hear back.I am demanding to be paid back our security deposit immediately. ***** has the address to which to send our security deposit. I would like to speak with someone other than ***** over the phone who can assure me this situation will be fixed asap.

  Business Response

  Date: 11/20/2023

  Hello,

  A **** & Company regional supervisor has been in communication with the past resident and the reason that they did not receive a deposit refund was due to an outstanding balance when they moved out. We're in contact with ownership so they can investigate payments allegedly made prior to **** & Company's management. However, we are still awaiting check numbers from the past resident which ownership will need to verify if those previous payments were ever actually received. 
  
  In summary, the past resident is not *********** a refund based on the current information. However, we are working with ownership and the past resident to resolve the alleged discrepancies but they'll need to provide documentation from their end. 
  
  

• Initial Complaint

  Date:11/08/2023

  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.

  Security deposit has not been refunded after 21 days of move out. No explanation. Unable to contact to the property management company.

  Business Response

  Date: 11/08/2023

  Hello, 

  A **** & Company representative spoke to your roommate on Tuesday, 11/6/2023. The address provided on the notice to vacate was incorrect, so the refund was sent to the wrong address. That check has been voided following the 11/6 conversation, and our move out department will be reissuing a check to the correct address this week. Please let us know if we can be of further assistance. 

• Initial Complaint

  Date:10/06/2023

  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.

  I am writing to file a complaint against **** and Company, a property management company that manages the Ancelle apartment complex. I am requesting a refund of my $500 holding deposit, which was deducted from my checking account on 9/18/23. I did not sign a lease or move into the apartment complex, and I have tried to contact **** and Company multiple times to request a refund, but I have been unable to reach anyone.I am concerned that the company may not be legitimate, and I am considering going to their office in ******* Oaks to handle the matter or court to settle if need be. I have already written a formal email request to **** and Company, but I have not received a response. I have also tried to call ****, the property manager multiple times, but I have either been ignored or told that someone will call me back but they never do. I have even been told that an accounting department would call me back and write me a check, but I have been unable to reach anyone in that department either.I am feeling frustrated and helpless, and I am considering taking legal action against **** and Company. I am posting this complaint on the BBB website to warn other consumers about this company and to urge them to avoid doing business with them.

  Business Response

  Date: 10/13/2023

  After receiving an email that was sent directly to the ******************, a **** and Company Regional Portfolio Manager contacted ********** directly to apologize for the experience that was mentioned in the complaint, and offered to speak about it further if he had the time. They also let him know that on 9/19/23,the Ancelle property manager sent the appropriate paperwork to the ***************** and a check was mailed out on 9/28/23, to the address he provided in the amount of $500.00.
  
  ********* stated that he was currently in *********** and would not head back to his other address until 10/21/23, but that he would let the Regional Manager know if he did not receive the check. ********** and the Regional Manager set a call for that day (10/6/23) to discuss the customer service experience, and why he did not continue with Leasing at Ancelle. Upon hearing about the miscommunications, the Regional Manager apologized on behalf of their team, and assured him that if he decided to rent at Ancelle or any other *****************,that he would have a totally different experience, and that they would help him along the way. He said he appreciated it and would keep it in mind. ********* also stated that he would remove his negative review since they listened and empathized with his feedback, and ended the call very amicably. 

  Customer Answer

  Date: 10/17/2023

   
  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,
  
  ***************