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:04/02/2025

  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.

  My lease was not renewed apparently because i have a noise complaint; which i dont think its enough to make such decision of not wanting to renew my lease; since my other neighbors been getting a lot more complaints because they play loud music every single night they fight a lot and the other neighbor has like 8 people living in a 2 bedroom apartment with 2 kids in it; i reported the issue with tenants relations and guess what the decision was?
  Of course me getting kicked out because those said neighbors are friends with the property manager ( Rebeca ) and she let them do whatever they want with no repercussions whatsoever, hopefully they give me my security deposit back; which i see many people here had issues with getting their money back.
  These people are really not professional at all.

  Business Response

  Date: 07/08/2025

  Thank you for the opportunity to respond to this complaint.

  We do not issue non-renewals lightly, as we strive to maintain positive relationships with all of our residents. In this case, the decision not to renew the lease was made after multiple documented issues during the tenancy that made it difficult to maintain a successful rental relationship. While our policy is to not disclose specific details regarding non-renewals, please know this decision was carefully considered.

  Regarding the security deposit, the tenant requested the check be printed and held at our office for pickup. Our records indicate that the check was picked up. However, if the check was not deposited, we are happy to reprint it upon the tenant’s request. The tenant was also notified promptly when the check was ready for pickup and we did not receive any further communication about scheduling a pickup.

  We remain committed to handling all move-out procedures fairly and encourage the tenant to contact our office directly to arrange any needed assistance.

• Initial Complaint

  Date:10/31/2024

  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 was a tenant under former owners before the building was sold. I moved out late march early April. I've been attempting to meet with someone from the new property owners but there was never anyone in the office, and phone calls are just a run around if you get anyone to answer on attempt to get my security deposit back. It's been 6 months and I have not been able to communicate with any one in regard to the return of my security deposit.

  Business Response

  Date: 07/08/2025

  Thank you for your message. We understand your concern and would like to clarify the situation.

  According to our records, the tenant moved out with a significant outstanding balance. In accordance with *********** state law, the security deposit was applied toward that balance. A detailed letter explaining the charges and the application of the deposit was mailed to the forwarding address we had on file shortly after move-out.

  This explanation has also been communicated to the tenant multiple times. As of today, there is still an unpaid balance remaining on the account.

  If the tenant would like a copy of the itemized statement or needs to update their mailing address, we are happy to provide the documentation again upon request.

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Up Realty is predatory and non-responsive! Not to mention the awful units they rent! I have called and left messages since mid June to resolve the move out process and final rent due. I emailed and called repeatedly. When I do get someone they send me to someone else that never returns calls. Rent was $1250 per month. Because the tenant moved in earlier than the 1st of September, we paid a prorated amount. Move out date was the 15th of the month, I called and emailed to find out the PRORATED amount for the last 15 days…NO ONE EVER RESPONDED. On move out date the tenant was told they don’t prorate!!! I still have not gotten a return call. I found through the app that they assessed a late charge and took the entire security deposit. I am aware that 1/2 months rent should be paid, but I can’t get anyone to respond. I left over 15 messages and spoke to 2 people who supposedly past on the message. NADA…
  Yesterday I left 3 strongly worded message and got an email that was nonsense, did not address my question. No name to respond to! Not a great way to deal with people. I feel that they are dishonest in their dealings and take advantage of students.

  Business Response

  Date: 08/24/2024

  *** ******,
  I am in receipt of your complaint and thank you for bringing
  this to our attention. Our staff works diligently to accommodate all of our
  residents and adhere to leasing policies and procedures. Unfortunately, I am
  unable to research this account and give a detailed explanation or solution,
  due to lack of information provided. I can, however, assist in clarifying the
  lease terms which are explained in detail upon taking occupancy of a unit. If a
  prospective tenant is taking occupancy prior to the first of the month
  (specifically the amount of days before the 1st of the month that the lease
  term has been designated) they are required to pay pro rated rent. Upon
  vacating the unit, which is also specified in the lease, once the unit is being
  occupied after the 1st of any given month, tenant is responsible for this month
  in full. If tenant vacates before end of the lease term, rent will be charged
  until end of lease term or unit is rented (whichever occurs first). This is
  standard of most leases and we are required to adhere to these policies. 
  I
  will be more than happy to research the account further in order to be sure
  these lease terms were followed accordingly. Please feel free to contact us and
  our tenant relations department can get you directly to me.
  Respectfully,
  Daysha
  J****

  Customer Answer

  Date: 08/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have left at least 15 messages and no one will respond.  I started before the end of Jun.  

  The lease states that it the rent is $1250 PER MONTH.  Term of lease was 8/26/23 to 7/15/2024.  Why is the lease "per month" but the last month is only 15 days??? If someone had returned the call, he would have vacated before the 1st.  The blip about the rent for the month is buried in the lease at paragraph 42. We were not provided with a copy of the lease until after it was signed. Docusign is extremely difficult to read.  If you prorate at the beginning, then it should prorate or be CLEARLY discussed and outlined, but this practice would not BENEFIT the landlord.  This is a deceptive and contemptible tactic, the fact that no one will actually call me back or respond to an email is indicative of the dishonesty of the landlord.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UP Realty is a scam! On top of being unprofessional and incompetent at the actual job they all do. They take people’s money for applications and “deposits” with no intention of renting to them. Their employees either never actually review the application or they never process the application info/ credit or they take a deposit, and then “ghost” said customer. I have spoken with several students at ***** who are having or have had this exact experience. Shame on ***** for even being partnered with such a sleazy and dishonest company. Shame on their realtors, brokers, agents, assistants, whoever knows how poorly and dishonestly they do business. They are stealing money and sensitive security information from innocent people. They need to be shut down!

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention. We take all complaints seriously and have thoroughly searched our system using the name, email, and phone number provided in this submission. Based on our records, we were unable to find any application, payment, or communication history associated with this individual.

  We want to clarify that the screening fee is paid directly to a third-party screening service to cover the cost of credit and background checks. These fees are non-refundable, and we do not profit from them. As for deposits, they are fully refunded if an applicant is denied. However, if an applicant is approved and decides not to proceed, the deposit is typically non-refundable, as the unit has been held and removed from the market. This policy is clearly outlined during the application process.

  If the complainant believes an application or deposit was submitted under a different name, email, or phone number, we are more than willing to investigate further. We encourage them to reach out to us directly with any additional information so we can assist accordingly.

• Initial Complaint

  Date:04/29/2024

  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.

  This company is predatory at its core. It baffles me that they’re allowed to continually scamming people out of their money.
  
  I put down a $500 deposit for an apartment to secure it. Earlier today (04/26/24) I was informed that my application process fee had been bounced because of insufficient funds. I did not input the incorrect information in my bank details. I had plenty of funds in my account at the time. For that, they tacked on an additional 100+ dollars to my deposit, and barred me access to the online payment portal for three months—I hadn’t even moved in yet and they were already trying to extort more money from me!!
  I had read several reviews from people saying that they withhold people’s deposits because they only return it “if you’re not accepted for whatever reason.” Other people have had their deposits returned to them after having cancelled their application. This is not a security deposit, this was a partial deposit to secure the apartment.
  
  I want a full refund of my deposit. I want this company investigated for extortion and scamming. This is not good for anyone except for the business owners. Hard working people are being scammed out of their money ACTIVELY by these people.

  Business Response

  Date: 06/27/2024

  My apologies for the delayed response. This complaint I have just now seen in the list on the website. All applicants who wish to hold a unit while application is being processed, are required to put down a hold fee of $500. Once approved, this amount goes towards the security deposit and is a part of the deposit. If not accepted for any reason, this amount is returned. All applicants are treated the same and the instructions that applicant is required to sign, stating all procedures have been read and understood before even being able to proceed to the next step. It appears this applicant typed in a wrong digit either in the routing number or account number when submitting the $500 hold fee, therefore it was returned NSF. This should have been something applicant contacted his bank directly to resolve. 

   

  Business Response

  Date: 06/27/2024

  Date Sent: 6/27/2024 12:26:57 AM
  

  My apologies for the delayed response. This complaint I have just now seen in the list on the website. All applicants who wish to hold a unit while application is being processed, are required to put down a hold fee of $500. Once approved, this amount goes towards the security deposit and is a part of the deposit. If not accepted for any reason, this amount is returned. All applicants are treated the same and the instructions that applicant is required to sign, stating all procedures have been read and understood before even being able to proceed to the next step. It appears this applicant typed in a wrong digit either in the routing number or account number when submitting the $500 hold fee, therefore it was returned NSF. This should have been something applicant contacted his bank directly to resolve.

• Initial Complaint

  Date:04/17/2024

  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.

  I need to remove my name from the business Up Realty LLC as I have been receiving emails from companies they have loans from. I am not part of the company.

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention. ***** is no longer affiliated with Up Realty LLC. We have successfully removed his name from all internal records and associated accounts. He should no longer receive any communication moving forward.

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter submitted a application 2 weeks ago with this company. She paid $75 for the application fee and was told she would need to pay another $500 to secure a apartment spot before even seeing it. She asked if she didn't like it or changed her mind would she be refunded. Absolutely was the response. After being told she would have to pay the rest of the deposit through a ******* kiosk without ever seeing a person or any paperwork she was uneasy and informed them she wouldn't be taking the apartment. She was looking for a one bedroom and felt like she had to get a 2 bedroom because that's all that was available for her. Among other shady things that left her uncomfortable. Friday she was told how to pay them . Monday she reached out and they refused to call her when she asked them to to ask some questions. She then said that she didn't want the apartment and would like her deposit back. They said she would not be getting it back because they were not able to rent the apartment . For 2 days? She is a young girl and they pounced on her like she was easy prey. Now we are forced to file legal and criminal charges. They are 100% scammers

  Business Response

  Date: 04/07/2024

  Very sorry to hear of your recent issue while applying for an apartment.

  All prospects when applying for a unit, if they are interested and would like to hold it while the application is being processed, are required to put down a $500 deposit in order for leasing to take it off the market and not show the unit.

  This is all explained as well in detail in the application instructions which need to actually be signed by the applicant, acknowledging these policies and procedures before being able to proceed to the next document of the application.

  Any "hold deposits", are refunded immediately if the application is denied,(depending on how the payment was submitted and each bank's time frame of how quickly they make these funds available after refund is submitted) If the application is approved and applicant does not take the unit, deposit is forfeited. No applicant should be putting down a hold deposit or applying for a unit they are not sure of or have questions about without going into great detail with their leasing agent.

  Furthermore, our office is always available by phone and in person at the main office for any issues. These are definitely things that should have been addressed directly to avoid any delay. The BBB website, according to my knowledge, is not typically intended to vent complaints due to misunderstanding or inaccurate comprehension of company policies and application instructions.
  

  Please let me know if this issue has since been resolved so if necessary, I can escalate.

  Thank you and our sincere apologies for any miscommunication.

  Thank you.

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business told me I was approved for an apartment . Unfortunately three out of four of the apartments that they showed me were infested with cockroaches and mice. There was one apartment which was ** ********** in *** ******* ***********. That was the only apartment that did not have cockroaches or Mice. I paid a $500 security deposit and received documentation stating **. ********** was my apartment representative works for realty named nevó told me a few things needed to be fixed in the apartment before I could move in. One week later when I contacted Realty to find out the status of the apartment I found out they given it to somebody else they promised me they would refund my $500 security deposit and I’m still waiting for a refund to this day. I called the company multiple times I leave multiple messages and no one ever returns my calls I’m asking for my $500 security deposit back considering they gave the apartment away and I had to find a new apartment to move into. I was told the $500 was sufficient enough to save the apartment. Unfortunately, they lied and I have everything in writing.

  Business Response

  Date: 07/08/2025

  Thank you for sharing your experience. We understand how important securing housing is and would like to offer some clarification regarding your situation.

  At the time you were approved, the unit you ultimately wanted—** **********—was available. However, we did not receive confirmation from you in regards which specific unit you were interested in. Despite multiple attempts to reach you for clarification, we did not receive a timely response. By the time you did confirm your interest in ** **********, the unit had already been leased to another qualified applicant.

  As for your deposit, a full refund of the $500 was mailed months before this complaint was submitted. Our records indicate that the check was received and successfully cashed.

  If there are any remaining concerns, we are happy to provide documentation or assist further. Please don’t hesitate to reach out directly so we can ensure you have all the information you need.

• Initial Complaint

  Date:12/13/2023

  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 have recently lived in ********** **** managed by Up realty. I have since moved out thankfully. This is not a complaint about the living conditions (there were plenty) but this is about receiving my security deposit check. I moved out the first of July and received a check towards the end of the grace period on the 29 or 30th the of the month. I proceeded to cash the check as soon as possible. The funds were available in my account until 4-5 months later when it was deducted from my account. Upon inquiring with my bank, they told me that someone else with a ******* *** account had cashed my check even before I was able to. I have confirmed with Jason that there was only one check sent out to my address. If that truly is the case, I am unsure as to who else would have been able to cash the check before me besides someone at the company. I am once again in contact with up realty to resolve this issue but they are not providing any information and have just told me to contact the police.

  Business Response

  Date: 07/08/2025

  Thank you for sharing your concerns. We understand how upsetting it can be to encounter an issue with a check, especially months after receiving and depositing it.

  To clarify, our records show that your security deposit refund was issued and mailed on time in accordance with state guidelines. We have thoroughly reviewed our internal procedures and confirmed that everything was processed correctly on our end.

  Once a check has been issued and deposited, any complications that arise afterward—such as the funds being withdrawn months later—must be addressed directly with your bank. It appears this may involve a case of check fraud or an internal banking error, which unfortunately we are not able to resolve from our side.

  That said, we’re more than willing to assist in any way we can. If your bank or law enforcement needs documentation or confirmation from us, we’re happy to cooperate and provide any relevant information they request.

  We hope this situation is resolved quickly and smoothly for you. Please don’t hesitate to have your bank reach out to us directly if they need anything.

• Initial Complaint

  Date:11/07/2023

  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 contacted Naomi at Up Realty on 10/30/23 after viewing an apartment. We went over my income and credit report issues prior to applying. I did this on purpose to avoid applying if I would not qualify. I was told my income met the 2.5x limit and she confirmed this with her manager. I paid the $25 application fee and applied online. The following day I was contacted by Victor indicating I did not qualify as my income is not 3x the rent. I explained that I spoke to Naomi and what she informed me. Victor did not care and tried to offer me apartments in other towns where the income guidelines were only 2.5x the rent. I was extremely concerned by their tactic and contacted Naomi the following day. She informed me that I could apply with a co-signer for another $25 fee and I would qualify. I demanded to speak to her manager and a full refund. She said she would speak to her manager and contact me back. I never heard from her. Instead, Victor emailed me the following week, 11/2, informing me that my income didn’t qualify and I qualify for other apartments.
  
  I am asking for a full refund if $25. I feel Up Realty is a scam company that cons people into applying knowing they don’t qualify, so they can try and get them into apartments they can’t rent. I was provided false informed and I would not have applied if I was informed properly. I do not feel comfortable doing business with this company and have found another rental property that I had to pay another application for.

  Business Response

  Date: 07/08/2025

  Thank you for taking the time to share your concerns regarding your recent rental application experience. We take all feedback seriously and appreciate the opportunity to clarify the situation.

  Up Realty follows consistent and transparent screening criteria that are clearly outlined in our application guidelines. These include both income and credit standards that must be met for approval. While we are happy to have preliminary conversations about general qualifications, all final decisions are based solely on the documented results of the application and third-party screening report, which you received a copy of following your submission.

  Regarding the $25 screening fee, we want to emphasize that this amount is paid directly to a third-party screening provider to cover the cost of a full credit and background check. This cost is standard and is non-refundable regardless of the outcome.

  We understand that there may have been a misunderstanding about your income qualifications. While our general policy requires income of 3x the rent, some properties do accept 2.5x, which is why alternative options were presented to you after your application was reviewed.

  We understand that being offered apartments in other towns may not have aligned with your preferences, but it was intended as a good-faith effort to help you find a unit that matched your financial qualifications. Additionally, the suggestion to apply with a guarantor was another option to assist you in approval.

  While we regret that this experience did not meet your expectations, we stand by the integrity of our process and the information provided.

  We wish you all the best in your new home.

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it was sent years later and doesn’t resolve my issue. You cannot accept my income for one town but not another, it’s discrimination. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 07/09/2025

  Thank you for your response, and we sincerely apologize for the delayed response. Each property we manage is owned by different owners, and each sets their own specific approval criteria — which is why income requirements can vary. This isn’t discrimination but a reflection of those differing standards. If you’d like to discuss your concerns further or explore a possible resolution, please contact us directly — we’re here to help.