Complaints

This profile includes complaints for Avanti Residential, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Avanti Residential, LLC

  1700 Broadway Ste 200 Denver, CO 80290-1201

• 

  Sanctuary

  9400 NW 41st St Doral, FL 33178

• 

  The Point at Bella Grove

  8310 Bella Grove Cir Sarasota, FL 34243

• 

  Arte KC

  1918 Locust Street Kansas City, MO 64108

• 

  The Locale Apartments

  6201 Johnson Dr Mission, KS 66202

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:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a four-story building managed by Avanti Residential (property: *******************************************************************************). Our only elevator has been out of service for several weeks, with an estimated delay of another two months before repairs are complete. This is the second time within a year that this has happened. During the previous outage, a new mother was forced to walk up and down the stairs the same day she gave birth because there was no elevator access. That is not only dangerous its unconscionable and raises serious *** compliance *********** timely updates or proactive communication have been provided to residents. There has been no concession, no explanation, and no accountability. Meanwhile, residents are expected to haul furniture, groceries, trash, and more up and down four flights of stairs.On a separate issue, I submitted my intent to vacate via email on June 10th, sending it to both the leasing team and community manager. I was later told a month later that there was no record of it. This is unacceptable. It was sent as a reply to the renewal offer I was originally given, which itself omitted the promised rental concession I was supposed to receive.I also warned maintenance and management multiple times about a flooding issue in the building prior to this elevator failure. No action was taken. When the flood eventually occurred, it caused the very elevator outage we are now dealing with. This was entirely preventable and reflects serious negligence.The overall cleanliness and safety of the building have been deeply concerning. F**** have repeatedly been found in shared areas, creating a serious sanitation issue. To make matters worse, a broken exterior door remained unrepaired for months, allowing unauthorized individuals, including unhoused people, to freely enter the building.

  Business Response

  Date: 07/21/2025

  ********,

  Thank you for reaching out and for sharing your concerns.

  We want to clarify that many of the issues you've raised occurred prior to Avanti taking over management at the end of May 2025. For example, the door issue you referenced happened under the previous management company. After assuming management, we prioritized this matter and completed the necessary repairs within our first week.
  

  Additionally, we undertook a deep cleaning of the community, as the property had not been adequately maintainedone of the key reasons the ownership group made the decision to transition to a new management team.
  

  Regarding the recent flooding and elevator outage, we completely understand how disruptive and frustrating this has been. The elevator is currently out of service due to water damage. We are working closely with the elevator contractor to expedite the repairs. They have committed to prioritizing our project, with a current estimated completion timeline of approximately 46 weeks. While we recognize this is not ideal, we will continue to advocate for the quickest possible resolution and will keep you informed with any updates.  As you are vacating at the end of your lease, we have offered to provide movers to transport your furniture from the 4th floor to the 1st floor for you. 
  

  We also want to acknowledge the ongoing history of flooding in the garage. Although this issue predates our management, we are actively working toward long-term solutions. Ownership remains in communication with the City of **************** regarding previous repairs made to ********************* in 2024 after the previous floor.  They are continuing to push for additional repairs and a more permanent resolution.

  In the meantime, we have implemented several preventative measures to reduce the impact of future storms:
  Quick Dam flood barriers are now on-site and ready for immediate deployment.
  Additional sump pumps have been installed to improve drainage and response times.
  A targeted list of property improvements is already in progress.
  Our team will remain on storm watch during severe weather events to respond swiftly to any emerging issues.
  

  We sincerely appreciate your patience and understanding as we work through these challenges. As the new management team, we are committed to making meaningful improvements and delivering a better living experience for all residents.
  

  Please dont hesitate to reach out with any additional questions or concerns.
  

  Warm regards,

  ****** *.

  Regional Director

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23616372
  
  I am rejecting this response because:
  
  Avantis response is riddled with half-truths, omissions, and deflections that only reinforce the core of my complaint: this management company lacks transparency, accountability, and basic follow-through.
  Lets set the record straight:

  
  The Door Issue: Your claim that this occurred before your takeover is categorically false. The concern I raised about the broken door was explicitly tied to notifying Avanti of the previous issue and the fear that your failure to acknowledge the existing issue out of our control would be used as justification to charge us later. I had two conversations about thisone with maintenance, and another directly with ******, the community managerafter Avanti assumed control. The fact that you're attempting to rewrite the timeline is not only dishonest, it's insulting.
  
  Electrical Box Negligence: On Friday, July 18, I woke up to no power because the electrical panel to my unitalong with several otherswas completely unsecured and had been shut off in the dead of night. This is not only substandard for any housing complex, its a serious safety hazard. I had to contact the utilities and restore my own power manually while waiting for a response that never came in time. This is textbook negligence.
  
  Feces in the Hallway: You touted a deep cleaning as part of your so-called improvement efforts, yet human f**** were left in the hallway after that cleaning. I personally notified you, ******, and the on-site team three times. No action was taken. This isnt just unacceptableits degrading to residents who are expected to live in sanitary conditions. Because the elevator is out of service we had to walk by it every time we came and went.
  
  The Offer of Movers: Your statement that movers were offered to me is disingenuous at best. No formal offer was ever extended. The idea was mentioned in passing by a maintenance worker, and I had to chase it down, follow up, and confirm that this was even a real option. No email, no notice, no outreachjust another example of your reactive and non-communicative style of management. And for the record, at no point was the community informed by you or anyone on your team that elevator repairs would take four to six weeks. That timeline only surfaced because I pushed for it. This kind of withholding of information is exactly why this complaint exists.
  
  Whats most galling is your attempt to posture as a team committed to improvement, while gaslighting residents into believing these issues are either behind you or out of your control. The only competency your team has shown is its ability to stall, stymie, and avoid responsibility. Most notably by the repeated attempts from *** ******, Resident Experience Manager, to placate me into accepting this ridiculous treatment. Its a continuation of the same dismissiveness that made this property so difficult to live in under previous management. Yet you wonder why we're so angry?  I now have a "pizza party" and a vague offer to have movers take my stuff from the 4th to the 1st floor...wow.
  
  The facts remain: your team was negligent, communication was nonexistent, and youve shown no genuine willingness to mediate this conflict with honesty or responsibility. Though you assured all residents to our faces that you would.
  
  Still waiting on basic decency,
  
  ******* *******

• Initial Complaint

  Date:07/14/2025

  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.

  I attempted to reach out to Avanti Residential regarding paying my monthly rent. They manage and own the property I currently rent located at the ******** at ******* in ****************. After multiple attempts at contact beginning on 07/08/2025, I was told someone would reach back out to me in order to help me with my issues. These issues are still not resolved as of 07/14/2025. A recent change (One of 4 changes to the tenant payment portals for rent) caused me to be unable to pay my bill. After contacting the office and not being offered any support other than We will reach back out to you I have been charged a late fee. I requested it be waived and was told someone from the office will need to do that I will ask them to contact you I have received no phone calls in almost 7 days.Prior to my lease renewal at the end of 2024, a flyer was posted to my door incentivizing a longer term lease renewal for a $300 gift card. I have attempted to contact the office once per month since the new year pertaining to when I would receive this incentive, I have been given delay after delay, with promissory dates given that never occurred. Starting in April they began to tell myself and other residents that it would be paid before the end of the month, and then a new leasing agency took over. I have since contacted them multiple times, with promises of contact in return to follow up on this issue, which has failed to ever happen. The lack of communication has been outstanding and egregious and is concerning for a tenant of a large complex for a more dire issue that could occur. I have attempted to contact the office 8 times during regular business hours and days, and was told no one was at the office or was available to speak with me every single time, with no call backs ever received.

  Business Response

  Date: 07/23/2025

  Hello ******,
  
  Thank you for the opportunity to respond to Mr. ********* complaint.
  
  Please note that Avanti Residential assumed management of the Cottages at ******* on April 16, 2025. Mr. ********* lease renewal was signed with the prior management company on September 27, 2024, with a renewal date of December *******. After a thorough review of his lease agreement, we found no indication of a $300 gift card or any similar renewal incentive being offered. Additionally,the Rent Concession Addendum signed by Mr. ******** does not reference any such concession or promotional offer. To date, Mr. ******** has not provided any documentation supporting his claim, nor has the prior management company supplied any records or correspondence validating this alleged agreement.
  
  That said, in a good faith effort to resolve the matter amicably, we waived his late fee and applied a $300 credit to his account on July 18, 2025.
  
  If you have any questions or require further clarification, please feel free to contact us directly.
  
  
  Thank you,
  
  *** ****
  Regional Administrative Analyst
  E: ********************************************************** | ******************************

• Initial Complaint

  Date:06/21/2025

  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.

  This property has recently foreclosed from what I am told and they are forcing all residents to pay in cash or checks for our July rent Vs their online portal we have always used. No one has official bills for July rent from the Avanti company and it sounds like they are pocketing money due to their foreclosure. This seems like a legal matter. I have screen shots of their emails to all residents with a 2 week notice that we cannot pay VIA the portal. Must be cash or checks. They have also countlessly not fixed our porch that has black mold on it. We live in a luxury apartment complex in ******************. Im a new tenant of 3 months and people are moving in with their rent $400 less than what I pay now.

  Business Response

  Date: 06/21/2025

  Casa ******* is transitioning management on 6/23/25.  In preparation for the management transition, Avanti Residential managed portals were shut down.  The new management company will provide introduction notices on 6/23/25 with an update their portals.  Any funds received in the office while portals are down will be handed to new management.  We apologize for any inconvenience as a result of this transition.

• Initial Complaint

  Date:06/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They had us a sign a lease stating the apartment was habitable. It was not- the ceiling was actively caving in. We were offered a full refund and lease cancellation on June 7th. We have received no communication or refund as of June 15th. The company is not communicating to us as to what we can expect and when.

  Business Response

  Date: 06/18/2025

  Hello *******,

  
  Thank you for bringing this matter to our attention. After further review of your account, it appears that your refund check was picked up from our Tempe Vista office.
  We sincerely apologize for any inconvenience or delay in getting the check to you. Now that the matter has been resolved, please let us know if there is anything further, we can assist you with.

  Thank you again for your patience.

  Best regards,

• Initial Complaint

  Date:04/11/2025

  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 applied for sky at ********************* in **************** and put down $200 for the application. I was denied and still have not received my refund. The staff is incredibly rude and never has an answer on where my money is. Im tired of being given the run around and need help getting my money back asap.

  Business Response

  Date: 04/11/2025

  Hi ******,

  I apologize for the delay in getting your refund sent.  I have requested our accounting department expedite this request and send your refund via FedEx.  Can you please send me a good forwarding address to send this to? 

  Thank you,

  ******* *******

  Regional Director

  Customer Answer

  Date: 04/11/2025

   
  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.
  

  The address you can send it to is the cripple creek post office, please address it to

  ****** Devore 

  General Delivery

  ******************************************

  Please let me know next steps. 
  

  I also attached a screen shot of the post office information.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/09/2025

  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.

  Renters pay rent based on what is listed on resident portal. You cannot pay one ***** less nor one ***** more than what is listed. The portal was not updated until 6 days after April 1st when my rent was paid. Now they are tacking on late fees for their mistakes. This is deceptive business practices bc my hands were tied on how much rent I could pay on the resident portal. It's the late fees not the amount of rent I owe. I have already paid $1601.00 which was paid in full on the portal on April 1st. The manager Romando went in after the fact, 6 days late, changed the amount due and tacked on a slew if late fees. The mistake is theirs yet they continue to tack on fees and will not adjust the account. I have always been current on my rent and as I stated, I can only pay what is listed on the portal. Even now they won't allow for anything to be paid. They want people to take a day off work to correct their mistakes. This deception cannot be legal.

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond to the complaint submitted by the resident of Village West Apartments regarding billing and late fees.

  After reviewing the residents concerns, it appears there was a miscommunication between the onsite team and the resident related to their lease expiration and the resulting month-to-month rental increase. The residents lease expired on February 22, 2025. Following this, their account transitioned to a month-to-month rental rate, which had been communicated multiple times beginning in December 2024. This included five renewal reminders sent via email and follow-up calls by both the renewal and leasing managers.
  
  On March 2, 2025, the renewal manager notified the resident that their rent would increase from $1,387 to $1,878 effective April 1st if the lease was not renewed. The resident did not submit a renewal and instead prepaid their April rent at the old rate. Upon recognizing this, the renewal manager emailed the resident on April 1st to clarify that the new rate was in effect. The resident responded expressing that they were unaware of the change and had already submitted payment. Despite multiple outreach attempts to further discuss the issue, the resident did not respond to follow-up efforts to meet or speak with management.
  
  Nevertheless, management acknowledged the confusion and extended a courtesy to delay the increased rate to May 1st. The resident later confirmed willingness to pay the increased rate but disputed the late fees that resulted from the rate discrepancy.
  
  To resolve the matter amicably, all associated late fees were removed from the residents account, and their balance has been zeroed out as of April 30, 2025. The resident has also confirmed a move-out date of May 31, 2025.
  
  We regret the inconvenience caused and appreciate the resident's communication, which allowed us to address the concerns and resolve the account appropriately.

• Initial Complaint

  Date:03/09/2025

  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 I filed a complaint once before over this issue, and the response I received was blatantly false.******* did Not resolve the issue of my vehicle being wrongfully towed until I got Police involved and threatened to sue and press criminal charges. At which time he first told police he knew nothing of the contract the property held with ******* towing, then after the police threatened criminal investigation over this he came to his senses and gave up the information he had on Knights towing. He was rude, belligerent, called me racist for being angry my car was towed wrongfully, and turned me away at first without resolving the issue whatsoever. Only resolving it once police were involved and litigation was threatened. I had to have a relative bring me to the facility it was towed to as well! He didnt even get it brought back! Im not certain that constitutes a successful return. ******* also made it clear I am no longer allowed in the community clubhouse, which is an amenity I am charged to be have access to. There must be consequences for ******** unprofessional and frankly, criminal attitude toward ********** almost certain deliberately lying in a BBB response constitutes some sort of ethical breach.

  Business Response

  Date: 03/24/2025

  I sincerely apologize for your experience and any frustration caused by this situation. I regret that our previous response did not accurately reflect your perspective, and I appreciate you bringing this to our attention.

  
  Please know that we take your concerns seriously, and I will be addressing this matter internally to ensure that situations like this are handled more professionally and with the respect our residents deserve. Our goal is always to provide fair and transparent communication, and I apologize if that was not the case here.

  
  If there are any outstanding concerns that still need to be addressed, please let me know so we can work toward a resolution.

• Initial Complaint

  Date:02/01/2025

  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 moved into *********************** in September. Within the first week, I noticed there was a leak in the laundry room and put in a maintenance request. It is still not fixed. When I had a friend staying with me a couple days in mid November, it had gotten cold and we realized the heat was off and wouldn't work. I put in a maintenance request shortly after. The pilot light kept going out, every single day. Every night, I'd wake up freezing, losing sleep, and having to light the pilot light. Maintenance came out 5-6 times, without letting me know when, so I'd have to pay for someone to watch my dog (and then they wouldn't show up). They supposedly fixed it a two days ago (I'll believe it when I see it), which is 2 1/2 months after the initial problem. It happened in the coldest months of the year. I told them I thought I deserved a discount for all my problems and inconveniences, and they ignored it. My rent actually went UP.

  Business Response

  Date: 02/03/2025

  Hi ****,

  Thank you for reaching out regarding your concern.  I have looked into this, and I did discover that we received 4 requests for the heat in your apartment.  Every time we received a complaint the team was quick to respond to resolve the issue.  However, we did end up needing to replace more parts in your unit than anticipated which is why multiple calls were required.  Our team did what is required and we did work quickly to restore your heat.  With that being said, I do understand your frustration.  We have purchased a gift for you to show our appreciation for your patience while we worked to troubleshoot the problem and permanently restore heat to your unit.  This will be delivered to you this week.  At this time, we are not able to waive the rent.  If you would like to discuss this further, please feel free to reach out to me at ************. 

  Thank you,

  ******* *******

  Regional Director

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22886850
  
  I am rejecting this response because: the issue of getting the correct parts should've been handled way quicker. They kept saying it was fixed and then it wasn't. They didn't say "we need to order parts." They guessed and replaced stuff and it didn't work. Could've been handled by a competent **** contractor immediately. But I was without heat for 2 months during the coldest time of year. I don't want to be completely reimbursed. I should absolutely get discounted rates for those months. Your part of the bargain wasn't upheld. I have never wanted to file complaints against landlords in my life. This situation was just too egregious to ignore. I should get discounted rates for the two months because it was a safety and quality of life issue that should've been handled the first time. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  FORCE PLACED INSURANCE FEE I renewed my lease with Avanti Residential DBA Overlook at ************ last year. During the course of my lease I was wanting to add my partner to my lease. We started an application, but when we noticed that his dog would need to be neutered, we stopped and did not complete the application. However, Avanti Residential decided to add him as a "roommate occupant" in their system. Months later I got charged for force-placed insurance; however, it was determined that I was charged the fee because my partner didn't have insurance. We never submitted his application and he was never added to my lease. I am still being charged force placed insurance fees even though I am fully complaint with my lease. The total cost has amount to $170.01 in fees.MONEYGRAM PAYMENT FEE Additionally, I recently had an ACH payment I made to my apartment complex's online payment system returned. The apartment punitively restricted my payment options. I can no longer pay via ACH, debit card, or check and they never accepted in-person money orders, checks, or cash. I am now being required to pay via ********* which incurs a $3.99 service charge for every payment. This means for the remainder of my lease I will be required to pay an additional $35.91 in fees. The fact that my payment method could be restricted and that I'd be forced to pay a MoneyGram fee was not disclosed to me in my lease. I believe this violates several laws such as the *** Act which requires businesses to show all fees that can be charged, Renters Agreement Disclosure laws that require landlords to disclose all fees related to rent payments before the execution of the lease, and breaks the *** Acts unfair clause because it causes substantial injury, is not reasonable avoidable by the consumer, and the benefits do not outweigh the cost. I had no prior disclosure of these fees or policy and I am being forced to use ********* with no alternative payment methods.

  Business Response

  Date: 02/05/2025

  We appreciate the opportunity to respond to the complaint filed by one of our valued residents regarding force-placed insurance fees and payment method restrictions at Overlook at ************. We take all residents concerns seriously and have since worked with the resident to fully resolve the matter.
  

  1.Force-Placed Insurance Fee:
  Upon review, it was determined that a system error incorrectly classified the complainants partner as a "roommate occupant," leading to the charge for force-placed insurance. Since the partner was never formally added to the lease and the resident remained compliant with insurance requirements, the charge has been removed from their account. The resident has been notified of this correction, and the issue is considered resolved.
  

  2.MoneyGram Payment Fee:
  We acknowledge the residents concern regarding the restriction of payment methods. Per the lease agreement, the use of third-party payment services such as ********* is permitted in certain instances. However, after reviewing the residents account and circumstances, we have reinstated their ability to make payments via ACH, debit card, and credit card. As a result, the resident is no longer required to use ********* for rent payments, eliminating any additional service fees. Please note if the account is not maintained in compliance with the terms of the lease, the account may require alternative funds in the future. This has also been communicated to the resident.
  

  We understand the residents concerns and strive to provide transparency and fairness in all lease agreements, payment options, and policies. Our team has communicated this resolution to the resident, and no further action is required on this matter. Should any additional concerns arise, we remain available to address them promptly.

  Best regards,
  **** J. ******
  Senior Regional Director
  Overlook at ************ | Avanti Residential
  

  
  

  Customer Answer

  Date: 02/05/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:01/08/2025

  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 have lived at ************ apartments since April 2021. I attempted to use ACH for rent October 2024, and had two bounced checks, rent was still paid before it would be considered late. I paid for rent in November, online and without an issue.Beacon House Apartments (the complex I live at) was purchased by Avanti residential (announced 11/25/24). Avanti requires rental payments through Bilt. My account was flagged (as I found out at the end of December, due to the bounced checks) which meant that Bilt stated that i would only be able to pay rent with cash (Found this out 11/26 when i made the account). Payments in cash involve using Moneygram. I was told late December that cashier's checks are also acceptable. I use an online bank, and have to jump through hoops for a cashier's check. This is all due to the system that the new property company uses for rent, and this policy was not in place before they purchased the building.I met with the office staff the Monday after thanksgiving, who did not know why it was flagged, and that they would submit tickets for it (office staff was ******** + *********). Early December I was told to just pay through *********. ********* involved being required to withdraw 1500 dollars cash and carrying it into a location. (********* does not have an accurate list of steps or valid locations, so I went to three locations before being able to pay). I emailed staff on 12/10, stating that this was an uncomfortable and unsafe way to pay. They told me in person that they couldn't do anything due to Avanti's system, and later in an email told me that they would accept a cashier's check (something previous management refused to accept). I have an online bank, and cashier's checks require me to pay a 20 dollar fee and a signatured fed-ex delivery. I have told them I just want to be able to pay online again. or even somewhere with my debit card.

  Business Response

  Date: 01/08/2025

  Hi ********, I apologize for the inconvenience you have experienced post transition. We typically do not accept checks after two bounced attempts however, since these did not occur under our management, I would like to give you the option to pay with a check through BILT. Please do know that, if you were to bounce a check again, this would default back to not allowing checks in the future. I hope that this has resolved your concerns. Should you need anything in the future, please reach out to us directly. Have a great day!