Complaints

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

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  AIR Communities

  4582 S Ulster St Ste 1700 Denver, CO 80237-2641

  
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  Boston Lofts

  828 17th St Denver, CO 80202-3122

  
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  Meadowcreek

  5131 Williams Fork Trl Boulder, CO 80301-3401

  
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  The Fremont Residences

  13021 E 21st Ave Aurora, CO 80045-7454

  
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  Vivo

  270 3rd St Cambridge, MA 02142

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:07/21/2025

  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.

  They are charging extremely high prices for cleaning ($468) even though I already cleaned it very carefully when I moved out, and they are charging full paint ($341.93) even though the wall seems to be in the similar conditions as when I moved it, or it is simply routine wear.Both charges are very unreasonable.

  

  Business Response

  Date: 07/29/2025

  Hello *** ***** *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ************** and our ************* after Move out Team involving painting fees. We are confirming that the painting fee will not be removed or revised. We have attached all invoices here for your reference as well.
  You found the duplicated cleaning fee, and it has been reviewed and removed. Unfortunately, this was a system error. There is no further investigation that took place beyond the one being removed, as it was an incorrect fee.

  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  

  Thank you,

  ***** *****

  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23632032
  
  I am rejecting this response because:
  
  1) Full repaint is not reasonable; at most, touch-up/partial paint.
  After a 14-month tenancy, the marks shown are ordinary wear and tear (light scuffs and small nail holes). Those can be addressed by cleaning or partial/spot paint, not a full-unit repaint. Even if some painting were justified, a depreciated/partial amount (with a clear schedule and calculation) would be the maximum appropriate chargenot 100% of a full repaint.
  
  2) No valid documentation of a charge actually incurred.
  Despite multiple written requests, AIR has not provided a final, paid vendor invoice. What I received is (a) a document marked DRAFT INVOICE from the painter and (b) a property-issued Monterey ***** ****. Because the painting was performed by a third-party vendor, the business should produce the vendors final invoice marked PAID and proof of payment (e.g., canceled check front/back, ACH remittance, or credit-card receipt). A draft or internal property bill does not establish that the cost was actually incurred.
  
  3) Duplicate cleaning fee system error not accepted.
  The duplicate $234 cleaning charge was removed only after I found it. The business now labels it a system error and says no investigation was done. I do not accept that explanation. A duplicate charge on a move-out ledger warrants a written root-cause analysis, confirmation that all remaining line items were audited, and a description of controls implemented to prevent recurrence.
  
  Requested resolution:
  Please ask AIR Communities to do the followings:
  
  Remove the $341.93 paint charge.
  
  Provide all of the following for BBB review:
  
  The vendors final, paid invoice and proof of payment;
  
  Before-paint photos showing tenant-caused damage beyond ordinary wear that required a full repaint rather than touch-up;
  
  A depreciation/proration schedule and labor/materials breakdown supporting any partial amount after 14 months, with a corrected charge based on that schedule.
  
  I remain willing to resolve this amicably upon receipt of compliant documentation or an appropriate adjustment. Please keep the case open until the business provides the above. I can upload the draft invoice and correspondence upon request.
  
  
  Sincerely,
  
  *** ***** *****

  Customer Answer

  Date: 08/04/2025

  Business: ************** (AIR Communities), ********, ** Contact referenced: Kaila del ***** *************** ************, ********************************* Issue: Move-out statement 7/17/2025 (deposit $1,000). Disputes: Duplicate cleaning fee Two identical $234 Full Clean 1 BR; removed only after I found it. Labeled a system error, no investigation done. Paint $341.93 Photos show ordinary wear after 14 months (light scuffs/nail holes) that should be cleaned or spot-painted, not a full repaint. No paid vendor invoice Despite multiple requests, I received a property-issued bill and a document clearly marked DRAFT INVOICE. No final, paid vendor invoice or proof of payment provided. No depreciation/proration Charged the full amount with no paint-life schedule. Escalation I asked for a manager contact; was given a shared inbox and told to use a website link, not a named decision-maker. Requested resolution (by 7/31/2025): Remove the $341.93 paint charge, or provide ALL of: (a) the third-party painters final, paid invoice + proof of payment; (b) before-paint photos showing tenant-caused damage beyond normal wear that required a full repaint; (c) a depreciation/proration schedule and corrected amount (labor vs. materials). Brief written explanation of the duplicate-fee system error and controls to prevent recurrence. Corrected statement and refund of any improper deductions.
  

  
  

• 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.

  My roommate and I recently moved out of the ***** at **************, managed by AIR Communities, and we were left with a $1309.10 bill. While some of it was utilities for the final month the majority was for damages that did not exist or were things we had complained about and asked for help with previously and were ignored. For years AIR had been overcharging us for parking, had my car illegally towed from the spot I pay for after changing our parking terms from our lease, refused to address ***** and mouse infestations, and would not address mold seeping up form the carpets, ceilings, and walls. They changed all of their platforms deleting all history of work orders and because they are so unresponsive a lot of our requests were by phone or in person which they conveniently have no record of. We reached out to the ************************ and AIR refused to speak to them, same with the mayors office. They are keeping our entire security deposit and charging us more on top of that for cleaning fees and damages after we had hired professional cleaners. Most of the images of damages showed no actual damages or were from what we had been attempting to get help with for years. They are breaking state tenant law with these charges and are dodging all emails and phone calls where we have requested receipts of work done, etc. We lost access to our lease (downloadable PDFs werent an option you needed an access code) and they said they dont even have our previous leases.

  

  Business Response

  Date: 07/23/2025

  Hello ******** *********,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with The ***** involving BBB Case # ********
  
  We appreciate the opportunity to review these concerns outlined by the former customer who vacated on June 18th, 2025, at the end of their contract. We would like to provide additional clarity regarding the charges applied following their move-out from The ***** at ***************
  After thoroughly reviewing the account and the circumstances of the residents departure, we can confirm that the parking charges were assessed in accordance with the terms outlined in the signed lease agreement. We understand this has been a point of frustration,although as our Manager, ********* ********, has reviewed in detail with the resident.
  Parking Spot Registration (Park M):
  The resident failed to register their assigned parking spot with Park M, our third-party parking management partner, despite receiving multiple notifications. As a result, their unregistered spot was taken by another vehicle, which led to the residents car being towed. While we did not reimburse the towing fee due to non-compliance, we did issue a courtesy credit for February and March, since the space was unusable during that time. The resident later requested credits dating back to November, which we denied, as the space was in use and no issues were reported until mid-February.
  
  Request to Cancel Second Parking Spot (2023):
  The resident also requested a retroactive credit for a second parking space they claimed to have attempted to relinquish in 2023. Per our community policy,a resident may cancel a parking spot at lease renewal with a 60-day notice or by providing documentation showing that the associated vehicle is no longer in use (e.g., canceled registration). The resident was unable to provide either,and after multiple discussions in 2023 and subsequent follow-ups with staff,the request was denied due to lack of documentation. At no point was adequate proof provided to support the claim.
  
  Regarding maintenance requests, our records indicate that in the four months prior to move-out, the only documented work order submitted was on March 11th at 8:09 p.m. for a clogged garbage disposal. This issue was resolved by our maintenance team. If the resident experienced any recent issues related to pest control or potential mold, we have no record of those concerns being submitted. Had they reported such issues during their four-year tenancy, our team would have addressed them promptly. Its important to note that these concerns were not brought to managements attention at move-out and are not relevant to the documented condition of the unit upon vacating.
  
  With respect to the move-out charges, our team carefully reviewed the final inspection findings. Based on the documented condition of the apartment at the time of move-out, we believe the charges for damages and cleaning were appropriately applied, as the unit was not left in broom-clean condition and the broken blinds and damaged carpeting exceeded standard wear and tear. That said, in the interest of resolving the residents concerns, we removed charges for a portion of the extra cleaning, damaged blinds, and flooring, totaling $884.20. However, the $150 standard cleaning charge remains,as our inspection and photographs support that additional cleaning was necessary beyond reasonable expectations at move-out.
  
  Should you require any additional information or would like to discuss this further, please feel free to reach out. We are committed to addressing resident concerns and will continue to cooperate in good faith.
  
  We hope this clarifies your Inquiry.

  Best Regards,

  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

• Initial Complaint

  Date:05/22/2025

  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 March 29, 2025, my credit card was charged $1,882.77 by Foxchase Apartments for rent on behalf of someone I know who resides there. I am not listed on the lease and have never lived at this property. I contacted ******** management to verify I was not a tenant and to request a refund. Despite sending documentation, they refused to confirm my non-residency or issue a refund, and instead directed me to the police.I have filed a formal dispute with my credit card provider and submitted complaints to the ************************* and other agencies. I am requesting a full refund and written confirmation that I am not, and was never, a resident of Foxchase Apartments.I believe Foxchase Apartments has failed to implement proper safeguards for third-party payments and has not made a reasonable effort to resolve this issue.

  

  Business Response

  Date: 05/28/2025

  Hello *****,
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Foxchase involving a credit card charge for rent at ******** where you have never been a resident. Your request for an email stating that you have never been a resident has been sent to you.
  
  We must reiterate that this is a criminal offense and is a matter for the police. We will also cooperate with the authorities if it is necessary.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,

  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ***********************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am accepting this response solely because I have received a provisional credit from my bank and written confirmation from Foxchase that I was never a resident at their property.
  
  Rather than taking accountability for a transaction processed under their name, ******** has deflected responsibility by labeling the matter as strictly criminal and referring me to the police. While I understand the seriousness of the situation, I believe businesses also have a duty to investigate and secure their internal processes to prevent this type of fraud.
  
  I consider this matter closed in terms of resolving my personal liability, but it remains unresolved in terms of transparency and accountability on ********* part. I hope they are able to recover their funds from the correct tenant.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/20/2025

  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 completed an application and was approved by Boulder Creek Apartments for a 1 bdrm unit beginning June 1, 2025. During my tour and visit to the office, I was not provided a written or verbal statement regarding my deposit should I decide not to sign the lease. I received the lease on Tuesday, May 7, 2025, and on Wednesday, May 8, ****************************************************************** the apartment. Boulder Creek refused to issue my $1000.00 dollar deposit back to me. I can understand withholding a small portion of the deposit since the apartment was off the market for 2-3 days, but to withhold my entire deposit seems greedy and unscrupulous, especially since the Boulder Creek representative said nothing about the refund policy, not shared any documentation outlining the policy. It seems to me that if a business is going to essentially steal money from prospective residents, they should at least give the prospective resident notification that their deposit will be forfeited should that person change their mind.

  

  Business Response

  Date: 05/30/2025

  Hello ******* *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with our Boulder Creek team involving the refund of a holding deposit. Our policy of requiring cancellation within 24 hours after an in-person approval was explained directly to your husband by our community manager who also sent screenshots of our terms and conditions. Your lease was sent May 6th and application cancelled May 9th.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  
  
  

• Initial Complaint

  Date:05/05/2025

  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.

  I am filing a complaint against Hidden Cove Apartments in *********, ** for the improper and unlawful towing of my vehicle on April 23, 2025, at 8:19 AM. I am a tenant with my vehicle registered in the Resident Portal since Fall 2024, and management had access to my contact information. Despite this, I received no call, text, or notice prior to the tow. They had access to my contact information through the Resident Portal. My T-Mobile phone records confirm no contact was made. It has been a week with no contact from the properties management team. Additionally, towing signage on the property did not comply with California Vehicle Code 22658(a)(1). I have photo evidence with timestamped metadata showing the signage was outdated. Additionally, it is unfortunate that signage was not posted at required locations or in the required format. According to CVC law, compliant signage must be in place for a lawful tow, and tenants should be notified when their vehicle is known and registered. This tow also occurred with less than 24 hours notice. The incident caused unnecessary stress and resulted in a significant financial burden to call off work and retrieve my vehicle, totaling $365.Requested Resolution:Full reimbursement of the towing charges Updated signage that complies with California law Improved notification procedures before future tows Staff training on legal towing practices and tenant rights I have documentation to support all claims and am happy to provide it upon request.

  

  Business Response

  Date: 05/14/2025

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your records with Hidden Cove involving the towing of your car on April 23, 2025. Your tow was due to a failure to comply by removing your vehicle for the final day of our propertys scheduled pavement seal enhancement project. Notices had been sent prior to the project beginning, throughout the duration of the project, and later when this date was rescheduled due to weather. Please see attached.
  
  Email notice was sent on Tuesday 4/22/25 at 11:10am for vehicle removal the following morning by 7am. Our service manager made an additional attempt to reach any residents with vehicles remaining as a courtesy before towing by searching their license plates within our system. When searching their license plate number, nothing was not found in our system preventing us from knowing who the owners were or how to contact them.
  
  Lastly, the outdated notice you are referencing was the community wide notices we posted in addition to our email blasts about this pavement project schedule. These signs remained up throughout the community until after 4/23/25 since that was the official completion date of the project.
  
  Hidden Coves Community Manager has been in communication with you regarding this tow. Although the tow was valid, Hidden Cove has reimbursed 50% of the towing cost to you as a courtesy.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry. Please reach out to **************************************************************************************** with any further questions or concerns.
  
  Thank you,
  
  ***** *******
  ********************* | *********************
  Email: ********************************************************************************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  From March 2024 to April 2025, I was actively trying to secure an apartment through *******. I have email receipts to verify this. I completed the application process, created profiles, set up Obligo (a third-party payment system), and gathered all necessary documents. However, no one informed me that once I submitted the $1,000 fee, I would be locked into the agreement after just 72 hours.During our tour and conversations with management, there was no mention of the three-day cancellation window. When they later told me I didnt meet the income requirements and needed additional documents to get approved, I felt completely uncomfortable proceeding with them. Bayparc told me I had a -5,219, which I never had a negative. I got so uncomfortable about them lying to me about the amount of money I had that I did not wish to sign because it seemed fraudulent. I have the emails to support this too. I clearly communicated my desire to cancel my application, yet they bluntly stated that I would not receive my $1,000 back because the 72-hour window had expired. Its outrageous that they can keep my money when I never even signed a lease and they reported inaccurate information to me. I have email correspondences, Bank statements, and documents to prove this.After several days of fighting against a multi-million dollar rental company as a grad student, I finally surrendered. My account, profile, and application should have been canceled in ********, on April 29, 2025, I received an email from Obligo thanking me for a payment of $124. This is unacceptable. I contacted Obligo and was informed that my profile is still active and that I have been charged. The Obligo representative told me reach out to *******. When I did, ******* claimed they didnt understand the situation. I am outraged that they continue to withdraw money from meUNAUTHORIZED! My account should have been canceled, yet Obligo took $124 from me in 2024 and now another $124 in 2025.

  

  Business Response

  Date: 05/10/2025

  Hello ****** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Bay Parc involving your refund from ******.
  
  Our team is in contact with ****** and they are processing your refund.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  Date:04/29/2025

  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.

  ******************* and leasing office have not been communicative throughout the move out process. Errors have been identified in my account ledger such as duplicate charges for parking. This issue was temporarily resolved but after move out, I was charged again for parking. Property manager violated lease agreement by not showing up to pre-moveout inspection. Inspection was scheduled months in advance. My account is now showing additional charges for: Tub/Shower work, Full 1BR paint, Cleaning Charges, and other "Final" fees. This apartment was kept in perfect condition throughout my occupancy and there are no damages. I have photos of the apartment after the professional cleaners that I hired completed their work. The ledger/account balance that they provide is difficult to interpret. By making it difficult to comprehend or identify the accounting errors, property manager will receive overpayment from residents and refunds are not provided. This property management company takes advantage of residents and cheats them out of their Security deposit. I would like to see adjustments to my account ledger reflecting the duplicate parking charge, removal of cleaning fee, removal of painting fee, removal of tub work, and remit payment of my security deposit.

  

  Business Response

  Date: 05/01/2025

  Hello *** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Hidden Cove involving duplicate charges for parking and we have verified that the additional charges were resolved promptly and that you had acknowledged this with the community manager.
  We have also found that there was an additional $175 floor strip that was not documented properly, and we will honor the removal of that charge.
  However, the other charges for cleaning and painting are correct.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ***********************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23265598
  
  I am rejecting this response because:

  
  The attached email chain showed that my initial complaint for duplicate parking charges took nearly a month to resolve. There were no communication or updates provided by Hidden Cove.  This is not timely or acceptable. If I am 1 minute late to pay rent, a fee is incurred. Disputed charges should be resolved in a reasonable time frame.

  The duplicate parking charge was Re-Added to my ledger after this initial resolution.

  Requests to be provided with a clear and itemized ledger have not been met.

  Please provide itemization and invoice for paint and cleaning charges. 

  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 05/12/2025

  Hello *** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Hidden Cove itemization involving painting and cleaning charges and have attached the detailed invoice for your records.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ***********************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23265598
  
  I am rejecting this response because:

  This invoice does not match the ledger in the amount due charged for paint or the dates. I was charged in my ledger before this invoice was created or service was performed. 

  Please clarify final balance due. I have been provided statements reflecting various final amounts due. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 05/27/2025

   Hello *** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with our Hidden Cove and ************* After Move out Teams involving painting costs and have found that the amounts were different because the $395.93 in your ledger includes the materials. We have attached an additional invoice that breaks down the details like this $11.80 for materials + $384.13 in labor =$395.93.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer Answer

  Date: 05/27/2025

   
  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.
  

  Final payment has been made. 

   

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident of an apartment complex managed by **************. Despite attempts to work with the property manager to obtain forms listed as "necessary" prior to terminating a lease, the property manager has consistently not been present in the leasing office. Further, the property manager has had multiple instances of unprofessional communication, one involving snow that the contracted snow removal company piled in the parking spaces for which I pay the premium rate. Instead of ensuring my satisfaction, the property manager was argumentative and never followed through on the request to refund my parking fees for the two spots filled with snow. At issue in this instance, the documents required to communicate intent to terminate a lease are not available via the resident portal nor are they hyperlinked in the lease document. All of the other forms pertaining to lease are available electronically. In effect, the management makes it disproportionally difficult to break a lease and the oversight on the property manager's conduct, communication, and follow-through is shoddy at best. Despite communicating with the property manager's supervisor (who showed immediate bias in an email where she doubted the reported behavior from the property manager) and including the regional supervisor, I have not received any response to my particular concerns. (There is an additional instance of damage to personal property due to improper maintenance/installation by the maintenance personnel at the property.)

  

  Business Response

  Date: 04/14/2025

  Hello *********** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ***** ************************ involving your notice to vacate and the snow left in your parking spaces. We do show records of multiple attempts by our support team to contact you regarding your renewal and remind you about the 60-day notice requirement. Currently, you have 21 days of insufficient notice,which totals $2,326.63. (The month-to-month premium is $3,323.75.) They have offered two options to address the cost of the insufficient notice.
  
  Option 1:
  We attempt to re-rent the apartment within 21 days. You will be charged for the difference up to the new resident's move-in date. We always strive to avoid vacant homes, but if the apartment is not leased within the 21 days, you will remain responsible for the amount. 
  
  Option 2:
  Move out on 6/2/25, completing the 60-day requirement. I will honor the renewal rate of $2,555 base instead of the month-to-month rate ($3323.75). the 21 days will total $1788.50 base rent.
  
  To address the snow in the parking spaces, we can offer to prorate 1-3 days parking at $2 per day if you would like.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
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  Customer Answer

  Date: 04/22/2025

  Hi ******,

  Thank you for working this case and please accept my apologies for missing the initial response window it was unintentional.

  That said, the response from Air Communities is inadequate. Most concerning is the clear imbalance in accessibility: lease renewal documents are readily available online, while lease termination documents are not. This creates a barrier that seems intentionally designed to discourage lease termination. While I understand that the community attempted to reach me via phone, I work in a Secure Compartmented Information Facility (SCIF) and cannot reliably answer calls during the day. In response, I visited the leasing office on multiple occasions, only to find it locked with signs indicating staff were somewhere on the property.

  The lack of accessible documentation, inconsistent office presence, and my professional constraints made it extremely difficult to execute a timely lease termination a structural failure that should not be penalized. It also discourages residents from reporting other issues in a timely manner.

  Additionally, the response fails to acknowledge or address the property damage I discussed with the regional supervisor and referenced in my original complaint. The token offer of a daily prorated rate for a single snow removal incident ignores a broader pattern of repeated incidents, confrontations with contractors, and the ongoing need for resident follow-up. As someone who dresses professionally and pays for two premium parking spots, Ive incurred unnecessary costs repairing damaged leather shoes due to poorly managed snow and salt conditions an entirely preventable outcome had the contracted services been properly supervised.

  Air Communities should not assess a lease termination penalty under these circumstances. The inaccessibility of required documents, chronic absence of leasing staff, and failure to uphold contracted services fall squarely on their shoulders not mine.

  I appreciate your continued support and hope this case can be reconsidered with these points in mind.

  Best regards,

  *. ******

  ************ 

• Initial Complaint

  Date:03/14/2025

  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 am filing a formal complaint against 3400 Avenue of the Arts for deceptive move-out practices and fraudulent billing.I was initially told I could schedule my move-out inspection anytime within two weeks of departure, only to later be informed that inspections were restricted to Wednesdays from 2:003:00 PMan unreasonably narrow window that seems designed to limit tenant participation and enable unjustified charges.I scheduled my inspection for 2/21 after professionally deep cleaning my unit on 2/18. The inspector assured me the apartment was in great shape and that only minor paint touch-*** were needed, with little to no charge. He even suggested I return my painting supplies for a refund. Despite this, I was later billed the full $425.75 repainting fee and an unwarranted cleaning fee. Only after I provided proof of my cleaning service and demanded evidence of post-move-out cleaning (which was never provided) was the charge reversed.When I disputed the painting charge, corporate dismissed my concerns, stating I should have recorded or obtained written confirmation of the inspectors statements. This is unacceptable. Tenants should not be responsible for ensuring internal communication is handled properly. If move-out inspections hold no weight, they serve only to mislead tenants into believing they will be treated fairly.I request a full adjustment of the $425.75 painting charge and a review of this propertys move-out practices, as I suspect this is a systematic effort to extract unwarranted fees

  

  Business Response

  Date: 03/14/2025

  Hello ******** *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with *********** of the Arts involving painting fees and the photos support the paint damage in the home that warranted the repaint fee. The lease agreement states that you are responsible for the landlords actual expense of repair.
  
   We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23066137
  
  Thank you for your response. However, this is not a matter of inconvenienceit is a matter of blatant misrepresentation and negligence.
  During my pre-move-out inspection, your inspector explicitly told me to return the supplies I had purchased for wall repairs, assuring me that the necessary touch-*** were minor. Now, after move-out, these same walls are suddenly deemed severe enough to warrant a full repainting fee. This is a complete contradiction and raises serious concerns about the integrity of your inspection process.
  Had I known that your assessment would change after I vacated the unit, I would have made the repairs myself. Instead, I trusted the process as communicated to me. Your retroactive reclassification of minor touch-*** as excessive damage is misleading and unfair. I request a full review of this charge and a fair resolution. We were in the apartment for less than 4 months and only occupied one of the bedrooms. I expect a response addressing this discrepancy, not just a reiteration of contract policy. 
  

• Initial Complaint

  Date:02/18/2025

  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 am writing to formally lodge a complaint against my former landlord, Air Communities, located in ***********, **, regarding an unjustified charge to my security deposit at the end of my lease. I resided at the ********************** complex from December 2021 to April 2024. Upon vacating the apartment, I was charged $411.58 for a full apartment paint and $185 for cleaning services. I believe these charges are unwarranted, as the apartment was left in a clean condition, with any wear and tear being typical for a residence of this duration. Furthermore, it is important to note that due to my credit score, I was not initially required to pay a security deposit. Instead, I paid a monthly fee of $10 from December 2021 to April 2024, totaling $310 over the duration of my lease. This amount should have adequately covered any potential damages. The total amount of $596.58 charged appears to be an additional fee that should have been considered part of normal wear and tear.When I requested a detailed explanation of these charges, I was informed that the damages included holes, scuff marks, and chipped paint, which were deemed above normal wear and tear. The management company stated that the painting costs were prorated based on the length of my residency, up to four years, which they claim is the expected lifespan of interior paint. However, this explanation is both logically and legally flawed.Logically, the prorated cost structure should account for normal wear and tear, which is a standard expectation for any tenant. Legally, California law stipulates that landlords cannot charge tenants for normal wear and tear, and the charges must be reasonable and justified. The management's explanation fails to meet these criteria, as the condition of the apartment was consistent with normal use over the lease period.I am requesting a full refund of the $596.58 charged for painting and cleaning services.

  

  Business Response

  Date: 03/03/2025

  Hello Taikei-Ara,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ************ involving your final move out charges.
  
  An email was sent to you from our ************* After Move Out Team in ********, explaining normal wear and tear vs. damage for requiring a full paint job of the apartment at move out.
  
  Normal wear and tear refers to the natural deterioration that occurs over time with regular, everyday use of a property. Examples include fading of paint due to sunlight exposure. On the other hand, damage refers to any harm or deterioration to the property that goes beyond what would be expected from regular use. This may include significant scratches, dents, or stains that are not a result of normal usage, hanging items on the walls resulting in holes, or excessive damage caused by negligence or misuse. In the case of scuff marks caused by hanging items on walls or furniture rubbing against the walls, these would typically be considered damage rather than normal wear and tear, as they could have been avoided with proper care and attention. I hope this helps clarify the distinction between normal wear and tear and damage.
  
  All apartments require a cleaning by a professional cleaning company and the required cleaning receipt from the company should be turned in at move out.Since a professional cleaning receipt was not submitted, you were charged a full cleaning charge for the apartment.
  
  Please review the attached photos, move out statement and paint invoice. All of your move out charges are valid and we will not be issuing a refund.
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 
  
  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care