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:07/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration and concern regarding a recent $200 fee that was charged to my account due to a few items left on my balconyspecifically, a chair and some of my childrens toys. On Sunday, June 15th, I attempted to visit the leasing office in person, but it was closed. I followed up with a phone call on Monday to speak with a manager in hopes of understanding exactly which items needed to be removed, and whether removing them promptly could potentially result in the fee being waived. I explained that I was physically unable to handle the removal myself at the time and asked to be updated so I could arrange for someone to assist me.Unfortunately, no one returned my call, and I had to call again on Tuesdayonly to receive the same unclear and inconsistent information. By the time someone was able to help me clear my patio, I was told the fee would still stand due to the presence of chairs, even though I was previously told chairs were acceptable. The lack of consistent communication and the shifting explanations have caused significant frustration.I also take issue with being told this fee was due to city regulations, which I followed up on directly with the cityand was informed that this was not accurate. Beyond this issue, I want to highlight that *** had multiple unresolved maintenance problems since moving in. Despite these issues, I have never been late with my rent and have refrained from complaining because Ive always tried to be understanding. However, the way this balcony issue has been handled feels unfair and dismissive,especially after I explained my current physical limitations and that I had just been released from the hospital. Still, no one followed up or offered any real assistance or empathy.I am requesting that someone from Advenir management contact me directly to discuss this matter. I do not feel this fee is justified, and I believe the handling of this issue reflects poorly on how residents are treated.

  Business Response

  Date: 07/02/2025

  Hello, 

  Thank you for bringing this to our attention. Were truly sorry for the frustration this situation has caused. Its clear that your experience didnt reflect the level of care and communication we aim to provide, and for that, we sincerely apologize.
  After reviewing everything, weve decided to reimburse the $200 fee. We understand how important clear and timely follow-up isespecially when you're doing your best to work with usand we regret that didnt happen here.
  If you have any other questions or would like to talk more, feel free to reach out to us directly at ***************************** We appreciate you taking the time to share your experience and giving us the opportunity to make it right.
  Sincerely,

  ***** *****

  Customer Answer

  Date: 07/03/2025

   
  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.
  THANK YOU VERY MUCH THIS HAS BEEN GOING ON FOR A WHILE NOW! How do I know when I will be getting my reimbursement? Because I know going to the leasing office will be hectic and no one will be able to help me as always! 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 07/03/2025

  I hope this message finds you well.
  Thank you for your response regarding my recent complaint and for agreeing to reimburse the $200 fee. I truly appreciate your willingness to address the issue.
  I am writing to kindly ask when and how I can expect to receive the reimbursement. Could you please provide details on the method of payment and the estimated timeline?
  Thank you again for your attention to this matter. I look forward to your response.
  Also I currently live at ******** at *******************

  Best regards,?******* ******
  

  
  

  Customer Answer

  Date: 07/09/2025

  Dear Advenir Living (***** *****),
  I hope this message finds you well. Im writing to follow up on a complaint I submitted recently. I was informed that I would be reimbursed as part of the resolution, but I have not received any further details regarding how or when the reimbursement will be issued.
  Could you please provide me with an update on the status of my reimbursement, including the method of payment and estimated timeline? I would greatly appreciate any clarification you can provide.
  Thank you for your time and assistance. I look forward to your response.
  Best regards,*******

  
  

  Business Response

  Date: 07/15/2025

  Hello, 

  Thank you for responding. While we have been in communication via email, we did release the charge and there is a credit on our resident portal for $200. 

  Should you need anything further, please feel free to reach out to me. 

  All the best,

  ***** *****

• 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.

  Why are we getting charged for having a grill on our back porch when the previous manager said it was OK and the new manager changed the policy and she changed all the rules. And I just moved here in May of last year and my eragation has not been running and my irrigation lights only worked one time. And we had a awesome manager ****** that does deserve to be there.

  Business Response

  Date: 05/14/2025

  Thank you for your feedback. We understand your concerns and appreciate you taking the time to share them.
  Wed like to clarify that the use of grills on back porches is addressed in the Community Rules and Regulations Addendum, which is part of the signed lease agreement. While we understand that prior management may have communicated differently, we are committed to upholding community policies consistently across the board.
  Regarding your irrigation system and lighting concerns, were sorry to hear about the inconvenience. Please reach out to our office or submit a maintenance request so we can address these issues promptly.
  We also appreciate your kind words about ******. We value our team members, past and present, and strive to continue providing quality service to our residents.
  If you would like to discuss your concerns further, please dont hesitate to contact our office directly. Were here to help.
  Thank you, 

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

  Customer Answer

  Date: 05/15/2025

   
  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:04/06/2025

  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 been trying to connect with Community Manager, **** *********, of Advenir at ******** for over a month. I have been a resident on the property since 2016, before Advenir Living acquired the property. I live on the 2nd floor in a two bedroom apartment and I also have a disability. Recently, my health has changed and I am needing an apartment located on the 1st floor or a 2nd floor accessible entrance. My current apartment is not accessible and I have to climb the stairs everyday, which is harder for me now. I went to the **************** on Saturday, March 1st, informing Leasing Agent ********, that I was either needing to transfer to another apartment on the property or vacate the complex due to recent health changes and difficulties climbing stairs safely. ******** was unable to assist me due to a long line and she informed me that she will have a manager contact me. On Monday, March 3rd, I called and left a voicemail. I called again that afternoon and spoke with ****. I explained to **** of the need to transfer. **** explained what would be needed and that there would be an 1 bedroom apartment with an accessible 2nd story interest that will be ready in mid-April. I brought in my paystubs as asked by **** and when I got there, she told me that I had to wait. Despite the fact that she originally told me to bring in my updated paystubs asap. I have emailed **** several times with no response. Additionally, I went back to the apartment office, Saturday March 29th and spoke with ******** again. ******** informed that she will have **** give me a call. I have not heard from ****. I need to move out of my current apartment due to my health needs and I'm trying to make decisions about where to relocate. However, ****** poor customer service and selfish motives is uncalled for. **** informed me that she was brought to Advenir at ******** to fill vacant units; however, she has no regard for current residents. She and the assistant manager, ******** are rude.

  Business Response

  Date: 04/11/2025

  Hello,

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience this situation may have caused. At Advenir Azora Living, we strive to provide respectful and responsive service to all our residents, and we regret if your experience fell short of that standard.

  
  We understand and empathize with the challenges you are facing, and our team has been working to explore options that could support your needs. While we were not able to accommodate a specific transfer at this time, we did offer solutions and remain committed to assisting in any way we can.

  
  We appreciate your time as a valued resident of the community and are here to support you through this transition. Please dont hesitate to reach out to our team directly with any additional questions or concerns.

  
  Sincerely,
  ***** *****
  ***********************************start="1021" data-end="1024"> Advenir Azora Living

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23168804
  
  I am rejecting this response because:

  I would hope that the Regional Manager would gather updated facts before responding.  I finally received a response from the Regional Director ******* and the Community Manager **** *. **** back tracked and offered the original transfer. There were units available! However,  the broader issue is the fact that **** ********* put her own business performance above honoring and respecting residents who have lived in the complex long before the Advenir acquisition.  **** kept telling me that she was brought into the community to fill vacant units! Shame on you for making such a sleezy excuse for her! Also, I'm requesting that staff be trained in accommodations and the responsibilities to abide by the Fair Housing Act and the **** **** showed no care for current residents.  I shouldn't have to work hard to stay in a community that I've called home for nearly 10 years! 

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/24/2025

  Dear Ms. **************** you for your continued feedback regarding your experience at Advenir at ********. We truly value long-term residents like yourself and understand how important it is to feel heard and respected in the place you call home.
  While we strive to balance operational needs with resident satisfaction, please rest assured that we strive to not place business performance above the dignity and respect of our residents. Our intent has never been to dismiss your concerns, and we sincerely appreciate you bringing this matter to our attention. We are also glad that the transfer option was ultimately revisited and discussed with you.
  Please know that our team members receive proper training and participate in continued education each year to ensure full compliance with all local, state, and federal laws, including Fair Housing and ADA ************ Your feedback is being taken seriously as we continue to uphold these standards in our community.
  We hope to make your future stay with us welcoming and inviting, and we remain committed to doing what we can to support a positive living experience.
  Sincerely,
  ***** *****
  ****************** Manager

• Initial Complaint

  Date:04/04/2025

  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.

  Dear Advenir Living Corporate Office,I hope this email finds you well. I am reaching out to formally escalate an issue I am experiencing with the management team at [Apartment Complex Name] in [City, State]. Despite my efforts to resolve this matter directly with the leasing office, I have been met with inflexibility and a lack of consideration for my concerns.Specifically, I am disputing a $200 late fee and the requirement to repay a concession that was applied at the time of my lease signing. I was not properly informed that a single late payment would result in forfeiting my rental incentive. Had this been clearly communicated, I would have made a more informed decision when agreeing to my lease terms.I notified the leasing office in advance about my situation and was under the impression that reasonable accommodations could be made. However, the management has refused to reconsider, despite the fact that this policy was not adequately explained to me before I moved in. Additionally, my move-in process was already problematic, and I do not believe I should be further penalized due to unclear communication from the leasing office.I am requesting that Advenir Livings corporate office review this matter and provide a fair resolution. Specifically, I ask that the concession repayment charge be waived and that a reasonable compromise be considered regarding the late fee.Please confirm receipt of this complaint and provide a response at your earliest convenience. I appreciate your time and attention to this matter and look forward to your prompt resolution.Sincerely, Daphenee Gay

  Business Response

  Date: 04/11/2025

  Dear Ms. **************** you for reaching out and sharing your concerns. We truly value your feedback and are sorry to hear about your frustration regarding this matter. Please know that its never our intention to cause confusion or dissatisfaction, and we appreciate the opportunity to respond.

  
  At Advenir Azora Living, we strive to ensure all residents fully understand their lease terms, including any concession agreements and associated policies. We urge all residents to carefully review their lease documents in full and reach out to the leasing team with any questions or concerns at the time of signing. Our team is always happy to clarify any details to help avoid future misunderstandings.

  
  In this case, our onsite team has communicated the policy as outlined in your signed concession addendum, and weve worked to offer a reasonable solution that will benefit all parties. We hope this extension demonstrates our willingness to work with you while still honoring the terms of the lease agreement.

  
  We appreciate you being part of the Advenir Living community and encourage you to remain in contact with the management team if you need any further assistance or clarification.

  
  Sincerely,
  ***** *****
  ***********************************start="1487" data-end="1490"> Advenir Living

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23161002
  
  I am rejecting this response because:
  
  
  I do understand that the concession information is outlined in the lease documents; however, I was never verbally informed that accepting six weeks free would come with penalties if certain conditions werent met. Thats the part I dont understand, and I wish it had been clearly explained to me during the leasing process.
  
  
  Additionally, I was rushed through signing my lease and did not have the time or clarity to properly review every detail especially something as important as this. My move-in experience was already hectic, and Ive explained before that no one walked me through these specific terms. I have no reason to lie I simply wasnt made aware, and its frustrating to feel like thats being overlooked.
  
  
  While I do appreciate the extension that has been offered, I hope its acknowledged that this entire situation could have been avoided with clearer communication upfront. Im sharing this not just for myself, but in hopes that it helps improve the experience for future residents as well.
  
  
  Thank you again, and I remain open to further discussion if needed.
  
  
  Sincerely,
  Daphenee Gay 
  
  
  Sincerely,
  
  Daphenee Gay

  Business Response

  Date: 04/24/2025

  Dear Daphenee,
  Thank you for taking the time to share your concerns. We truly understand how important clear communication is during the leasing process, and were sorry to hear that your experience did not meet expectations during your move-in.
  At Advenir at ***********, we are committed to providing excellent service and open, transparent communication. Our records indicate that our team worked with you prior to the lease being signed, and we did our best to ensure the necessary information and time were provided during that process. We also encourage and welcome questions before any agreement is finalized, as part of helping our residents feel confident in their decision.
  While we do empathize with your concerns, we must adhere to the terms outlined in the lease agreement that was reviewed and signed. That said, we truly value your feedback and are taking your comments seriously as we continuously work to improve the service we provide to all of our residents.
  We hope to earn back your trust throughout the remainder of your stay, and please know that our team is here to support you. Should you need any assistance moving forward, we encourage you to reach out directlywe are always happy to help.
  Warm regards,

  ***** *****

  Regional Marketing Manager

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23161002
  
  I am rejecting this response because:

  Dear *****,
  
  
  Thank you for your response. I want to be clear that Im not making any unrealistic expectationsI simply want to be treated fairly. I understand that lease agreements are important, but I also believe that communication and transparency are just as essential.
  
  
  With that said, I was not informed of the details that are now being enforced, and its upsetting to feel like my concerns are being dismissed or not believed. I shared my experience honestly, and I only wish that had been acknowledged rather than questioned.
  
  
  Im not trying to be difficult, but its important to me that this situation is understood from my perspective as well.
  
  Sincerely,
  

  
  Daphenee Gay

  Business Response

  Date: 04/29/2025

  Dear Ms. ****************** you for bringing your concerns to our attention. We value honest feedback, as it plays a vital role in helping us improve the service we provide to our residents.
  Please understand that, as a housing provider, we are obligated to adhere to all lease terms, policies, and applicable regulations. While I sincerely empathize with your situation and wish we could revise the agreement, the lease was legally executed and remains binding.
  That said, your experience has not gone unnoticed. We are actively reviewing this matter to identify ways we can enhance our communication and overall service going forward.
  If you have any additional questions or concerns, please dont hesitate to contact me directly at ************************************* Im here to help however I can within our guidelines.
  Warm regards,
  ***** *****
  ***********************************start="1060" data-end="1063"> Advenir Azora

• Initial Complaint

  Date:11/02/2024

  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.

  Advenir Living are slumlords. When on-site management of French Quarter put in bids to have the parking lots repaved because they have gaping holes in them that are almost unavoidable, Advenir denied it. I have lived here for three years and nothing has been done to improve or even maintain the property. We pay money to keep the property maintained. Advenir does not direct any of that money towards actually maintaining the properties. Between garbage, vermin, and general disrepair of the property, they can count themselves slumlords. I know people who live at other Advenir properties and its the same issues there as well.

  Business Response

  Date: 11/25/2024

  Thank you for reaching out regarding your concerns. 

  We appreciate you feedback and want to update you on areas that you brought to our attention. 

  Pot Holes- this is an ongoing effort. Due to the seasonality for our state, we repair potholes on a continuing basis and will continue to work towards repair as the seasons change. If there are areas of specific concern, please let us know.

  Pest Control- we have a weekly pest control service that comes out and treats for any known pests. This is a service that is included. If you are in need of us treating your home, please let us know.

  Trash Removal- our team works towards diligently cleaning up around our trash receptacles daily. With the influx of people outside our community dropping off large items, we understand the frustration this causes with overflows. We are working to maintain those areas throughout the day.

  Please don't hesitate to reach out with further concerns to *****************************************************************

• Initial Complaint

  Date:09/27/2024

  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.

  As a resident at Advenir at ******** for over 5 years now. I previously lived in another apt, and during the process of transferring to the new apartment apt my personal items were stolen from my previous including a laptop, a purse and a suitcase from personnel working at the apartment who then changes the locks when they should not have. A claim was filed.I then walked into an new apartment full of issues including mold on the patio, dirty ** vents, unhinged doors, broken ** vents from the master bedroom, non-functioning doorbell, covered peep hole, broken bathroom sink, peeling ceiling, water stains etc. These issues were reported to the previous manager and Regional Director (*********) at the time. 3 years later, some of these issues are still not addressed, including mold on the porch (which was painted over), peeling ceiling and water damage, the peep hole on the front door still does not work and the ** unit in the master bedroom was taped over and still not functioning etc.Additional issues were identified including rats infestation, ***** infestation, ** issues (leakage in the wall identified by the ** vendors during the inspections), noise violations by neighbors, neighbors smoking by the stairway and safety concerns. Some of these issues have been addressed while others are reoccurring and not prioritized.Just this week our ** reached over 87 degrees and we currently have a non-functioning water heater.We have 2 instances where unauthorized and possibly armed individuals have shown up to our doorway, caught on our ring camera.We have a 6 month old daughter who's safety is our priority and we no longer feel safe due to the lack of accountability, safety and health concerns.For these reasons, we are looking to vacate the unit as soon as possible.All efforts to express these concerns have fallen to deaf ears. I need someone to reach out to address this issues, and facilitate our exit from this apartment.

  Business Response

  Date: 12/30/2024

  Hello Cassandre, 

   

  I wanted to take a moment to respond to your complaint. As of the most recent information I have received from our Community Manager is that all outstanding items have been resolved and any disputed charges contained in this complaint have been removed. If you have any other questions please don't hesitate to reach out directly to the leasing office. 

   

  Thank you

  *** Mendez 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22348784
  
  I am rejecting this response because the following feedback from Advenir is false. The apartment not only failed to address some of these concerns, but they also now have charged me extra after moving out for some of these items that were already submitted and brought up as an issue while living at the community.

  i have also received a collection bills of an extra $350 for carpeting and tub resurfacing after a maintenance order was submitted and resolved with no one ever showing up and a $200 water and sewer bill with no explanation with my water typically ranges in the $30/50 range. 
  continuous efforts to speak with someone for assistance continues to fail.

  I was 8 months pregnant and the tub needed to be Resurfaced previously and had to pay a hotel room for the night with my own funds because I was told to leave the unit since the smell was unbearable and was never given an alternative place to stay. I was never reimbursed. 

  i have proof of all email  communication,  maintenance requests and receipts.

   This community failed me as a resident of 5 year time and time again and continues to do so even after my departure.

  The current Property manager (****** ********) is very dismissive and hardly wants to be bothered with any of the issues with the unit. 
  
  
  Sincerely,
  
  Cassandre Saint *********

  Business Response

  Date: 01/13/2025

  Hello Cassandre, 

  The Regional Director for your area should be reaching out to you in the next few days to help resolve this issue for you. 

   

  Thank you 

  *** Mendez 

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22348784
  
  I am rejecting this response because no one has reached out to me to discuss this matter. I have not received my deposit back and no one from Advenir has attempted to address any of the issues stated in this complaint.

  Please contact me directly through: ********************* or **************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/02/2025

  Hello Cassandre, 

  After further investigation of your account, it does seem like you have been in communication with the leasing office team and connecting with ***** and ******* regarding your account. I'm happy to dive into your account further if you have any outstanding questions. You can email the ****************** Manager at ****************************************************. 

  Warm Regards, 

  ***** *****

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 22348784
  
  I am rejecting this response because: I have attempted to email about my case many times and even after the most recent response from the new property manager, I was still not provided a way forward or a resolution to this issue.

  I would like to be contacted to resolve this issue. 
  
  Sincerely,
  
  Cassandre ***********

  Business Response

  Date: 07/02/2025

  Hi there, 

  Thank you for your response. In order for us to continue to assist you and dive into you account. Can you please email us at **************************** with any and all relevant information? 

  Thank you,

  Emily 

• Initial Complaint

  Date:09/06/2024

  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.

  My landlord refuse to fix my peeling tub. But he keep charging me rent.

  Business Response

  Date: 01/05/2025

  Good Afternoon ******, 

  We have been in communication with the community and our understanding is that this issue has been resolved with you transferring to another unit. If you could please marke this complaint as resolved it would be appreicated and we apologize for any inconvenience. 

   

  Thank you 

  *** Mendez 

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract to move in on 04/26:1014 two hours away. on 0n 04/27/2024 once the movers had unloaded all my personal belongings and I inspected the unit I came to the realization that the unit is uninhabitable, it was full of water the ceilings looks like they were about to collapse. They were cracks in every corner of the unit. It was handed to me and the most deplorable condition. The ** unit had not been maintenance for quite some time. The front door did not lock properly. there was no hot water. None of the outlets worked. There was an excessive amount of paint drips all over the unit, clearly showing that they were trying to cover up all the mold , there is mold on each and every window of the unit. The unit is infested with all types of pests. The exterior of the building is also unsafe. All the sidewalks are uprooted by the trees, making them uneven. Additionally, it is a tobacco community therefore everyone in the property smokes , I present my concerns to the leasing office immediately and was told there was nothing that could be done until Monday. Needless to say the unit was beyond uninhabitable while the movers were there I broke out into hives and started experiencing *******************, not to mention all the bites I received all over my body. I did not unpack and immediately began looking for another property with the policies and procedures. There is a five day grace ******** Period to have an application approved the majority of properties in the area. Were not open at 4 oclock in the afternoon on Saturday, April 27 Norway they open on Sunday and, maybe one or two might have been open on Monday. I did not receive any communications from the regional Director until July 29 at 5:15 PM offering some type of resolution. However, the unit itself is uninhabitable and it would take away more than a few little repairs, the whole building would need to be shut down due to the infestation and the structural damage all caused by water

  Business Response

  Date: 09/02/2024

  Hello *****, 

   

  After speaking with Soy ***** our Regional Vice President, our understanding is that your move in costs were refunded you as well as additional funds for moving. If you have any additional questions please let us know 

   

  Thank you 

  *** ******

• Initial Complaint

  Date:07/26/2024

  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.

  We have been without heat for a month. On June 26th I filed the first of two maintenance requests regarding my A/C not working. 5 days later on July 1st I filed another maintenance request because nobody had been to my apartment to check out the issue. On Monday July 8th I went to the front office because nobody had come to check on the problem. They were unaware that I had maintenance requests and sent out someone shortly after. In about 10 minutes he confirmed it was the compressor and told me it was shot and I'd need to get a new unit. It is now July 26th and it still has not been replaced. We've had hundreds of dollars of plants die, I developed a heat rash, I had to buy my own window unit ($160) because they hadn't even given us a temporary one. On 7/22 I was finally given a unit to use temporarily but it struggles to cool the smallest room in the apartment with the door closed. This was after going to the front office 4 or 5 times to ask if they had an update or if there was anything that could be done in the meantime. It is now Friday 7/26 a month later. Supposedly they will be replaced tomorrow, but this is the fourth time I've been told that so who knows how true that is. We have hit record high temps in ****** during this time and we live on the top floor so it is naturally hot anyways. I also work from home so this has been truly unbearable. Many nights of lost sleep because I'm having to lay on ice packs to not be sweating while trying to sleep. I've had pictures fall off the wall and shatter because it is so hot the adhesive is melting. Management has claimed it isn't their fault, and act like it's no big deal. I was told there isn't anything that can be done and I won't be getting a discount on my rent even though it has been a month of this.

  Business Response

  Date: 08/15/2024

  After review of the concern with non-working a/c in the home, it was found that the contractor that ordered an a/c replacement had purchased an incorrect model that was not compatible with the home and then sent back the unit and ordered the new replacement. This delayed the ability for a new a/c to be installed. We have reached out to ******* to obtain a copy of the receipt for the window a/c unit and approximate costs to replace any plants that were not able to make it through that time. We will be issuing a credit for the window unit upon receipt and will review costs as well for replacement of the plants. We will do a better job of communicating through this in the future, thanks to *******'s feedback. ******* now has the Regional Director's contact information should any other concerns arise so we can quickly resolve or communicate through resolution.

• Initial Complaint

  Date:06/24/2024

  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.

  Hi I would like to file a complaint about ADVENIR LIVING. I am living here and my apartment is unsafe and I have a refrigerator and freezer that does not work. The electrical outlets hang out side of the wall and it's a safety hazard. There are multiple pests within these buildings. The maintenance does not work properly. The property managers do not answer and refuse to give me a cooperate or higher up number or email. I am not the only one within this Apartment complex that is having these major issues with this company. This company does not care about their tins. They only care about money. Whenever I moved in. I was told I was moving into an elite renovation and they have me in the worst apartment in this complex. They also gaslit me to believe that this was an elite renovation and then said it was a classic renovation which I pay for an elite renovation not a classic one. I will attach images of things within the apartment if it is a picture of food it is to do with the fridge. I also have been asking To move apartments as this is not OK to live in and I am paying for a elite renovation and did not get any of that and they said that they will not allow me to do that. Every appliance in this house is outdated and barely works up to standard. The fridge/freezer does not work up to standard at all.

  Business Response

  Date: 07/08/2024

  Dear *******,
  I hope this message finds you well. We recently received and reviewed your concerns regarding the service and maintenance at Advenir at Winterset. We want to assure you that we take these issues very seriously and are committed to ensuring your satisfaction as a resident.
  Fridge and Freezer:
  -On July 2nd, we attempted to replace your fridge but were unable to do so as you were not home at the time.
  -We are currently working with you to schedule another attempt later this week and look forward to completing this as soon as possible.
  -We recommend keeping your new fridge at no more than 75% capacity to enhance cooling and airflow efficiency.
  Electrical Outlets:
  -We are deeply concerned about the electrical outlets hanging out of the walls. Safety is our top priority, and we will schedule an immediate inspection and repair of these outlets.
  Pest Issues:
  -We apologize for the pest issues youve encountered. We are arranging for a comprehensive pest control service to address this problem promptly.
  Service Requests:
  -We confirm that all other service requests have been completed to your satisfaction. If there are any outstanding issues, please call the office or submit a request through the resident portal, and we will be happy to address them.
  -Some minor cracks have been observed in your apartment due to normal wear and tear, considering the age of the community.
  -Our maintenance team visited your home on the following dates: 5/28, 6/4, 6/6, 6/7, 6/11, 6/13, 6/21, 6/22, and 6/27, and did not observe any safety issues.
  Communication Issues:
  -We sincerely apologize for the difficulty you've had in reaching our property managers. We are committed to improving our communication and ensuring that you have direct access to support. Please find below the contact information for our corporate office to ensure you have a direct line for any future needs.
  Apartment Condition and Appliances:
  -We understand your disappointment with the condition of your apartment and the discrepancy between what was promised and what was delivered. We are committed to rectifying this situation and will review your request to move to a different unit as soon as possible.
  -We recognize that outdated appliances are not up to the standard you expected. We will assess all appliances in your apartment and make the necessary updates to ensure they are working properly.
  

  We sincerely apologize that your concerns were not fully resolved and that you felt the need to turn to the Better Business Bureau for assistance. Please know that we are dedicated to resolving any outstanding issues promptly and improving your living conditions.
  Thank you for your patience and understanding. We are here to ensure your comfort and satisfaction at Advenir at Winterset.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21894189
  
  I am rejecting this response because:
  This apartment was not the layout I agreed to pay for. I was supposed to have a sunroom and a fireplace and got neither. This apartment is infested with roaches, termites, centipedes, and spiders. I have attached images of where I've been bitten several times by several different bugs. I do not have any furniture in my apartment as I don't feel comfortable putting furniture in this apartment due to the smell, disgusting conditions, and the bugs. When I moved into here I was promised an elite renovation, and now they are saying I pay for a classic, which is not true. At all. I have been lied to this entire process. I'm extremely disappointed with this complex. NONE of the request have been taken care of properly. The maintenance does not fix anything. They sit around all day and do nothing. I pay for VALET Living and they do not come half the time. There are electrical wires and things hanging out the ground outside. Pest control never comes which I pay for. The gate doesn't work and hasn't worked. The pool is never opened at all. Because people from different community's destroy it because the gate doesn't work. I'm not happy about this place at all. I am pregnant and living in the worst conditions ever. The outlets don't work properly, the appliances are old. The fridge that was brought in my home WITHOUT knowledge is broken and disgusting. The manager ****** has been nothing but a headache, she will not allow me to talk to a regional manager. I even told her I'd be okay moving into a different apartment as this apartment is DISGUSTING and has very bad mold and everything and she said it's not allowed. She has threatened to get me for harassment just for me expressing my concerns. She also has made up that I "have a lawyer" no where did I say that or tell anybody that. I'm extremely disappointed in this administration team. I just would like to get in contact with somebody higher up to submit proof of this disgusting unhealthy apartment. Please contact me asap! Email : **********************
  Sincerely,
  
  ***********************************
  

  Business Response

  Date: 07/23/2024

  Hello *******,

  Our understanding is that you have spoken directly with out Regional Vice President for the Atlanta Region, *******************. He is currently working through the items that you have listed above and should have a resolution to these items soon. He will stay in contact with you as the site teams works to resolve these items. We appreciate your patience as we work through these to your satisfactions. 

  
  Thanks!

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

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21894189
  
  I am rejecting this response because:
  It has been months. Nothing has been done. I've been in contact with **** and ******* and neither of them have gotten anything done. Now my health is at risk due to the severity of the mold. And still barely hear back. I am over this company as a whole. 
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 10/01/2024

  This is still ongoing and they are refusing to fix it, if you could keep this open for the time being so they do fix it that would be great. 

  Business Response

  Date: 07/02/2025

  Hi *******, 

  Thank you for bringing this to our attention. We are deeply sorry for the issues you may have had when living at Advenir at *********. Our goal is to provide a welcoming environment for anyone that comes onto our community. If you are having any outstanding issues after your moved out, please feel free to reach out to me at ********************************************************. 

  Warm Regards,

  ***** *****