Complaints

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• Initial Complaint

  Date:04/09/2024

  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.

  Without explanation, I received only $43.50 of my $200 security deposit despite leaving my Urban Blu apartment in excellent condition and paying my rent every month a couple of days in advance.  My lease expired on November 30, 2023 and I received the partial refund at the beginning of January 2024.  I emailed requests for an explanation and accounting on January 5, February 5, and March 5 to both the Urban Blu management and their Thompson Thrift corporate office.  I never received a response.  That indicates to me that they don't have an explanation and they just want to dishonestly keep the money. Two other problems with Urban Blu.  There's no sound insulation or carpeting between floors and even footsteps above are loud if you are on one of the two lower floors.  Also, the rent is not the only thing you'll pay, although that's the amount they advertise.  There is also more than $160 of excessive charges for internet, trash, sewer, and water.   

  Business Response

  Date: 04/23/2024

  We have thoroughly reviewed the details of this case and would like to
  provide the following information:
  
  When Mr. ********s lease expired on November 30, 2023, we
  conducted a final inspection of his apartment and found it to be in excellent
  condition, as he stated. However, we did identify outstanding water charges
  that had not been fully paid. Specifically, Mr. ********s final water bill for
  the months of September, October, and November 2023 totaled $156.50. This
  amount was deducted from his $200 security deposit, leaving a refund of $43.50,
  which was issued to him in early January 2024. Note that water charges are
  billed 2 months in arrears to account for actual usage. We attempted to provide
  Mr. ******* with a detailed explanation of the deposit refund calculation on
  multiple occasions. On January 9, 2024, we emailed him a copy of the final
  account statement and a breakdown of the water charges as outlined above. We
  followed up again on March 7, 2024, further clarifying the water billing
  process and the charges assessed. We spoke with him a final time via a phone
  conversation on April 9, 2024, once again addressing the breakdown of unpaid
  water charges that were deducted from his security deposit.
  
  We value Mr. ********s concerns about noise as we continue
  working to ensure our residents experience as enjoyable a living experience as
  possible.
  
  The rent amount advertised for Watermark at Urban Blu does
  include charges for internet, trash, sewer, and water. These fees are clearly
  outlined in the price sheet, welcome letter, and lease agreement. We strive to
  be upfront about all costs associated with living at our community.
  
  We remain committed to providing a positive living
  experience for all our residents and are happy to discuss this matter further
  if needed. Please let us know if you require any additional information.
  
  Sincerely,
  Watermark at Urban Blu

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: 21548948
  
  
  
  I am rejecting this response because:

  I paid all bills for the exact amount billed.  I have the electronic receipts, available to anyone who wants to see them. The bills were for the next month's rent and the previous month's water/sewer.  Water/sewer was always one month in arrears.  The billed amount was always $1560 (including internet and trash) plus $51.74 flat rate for water/sewer, a total of $1611.74 every month.  The only exception was the final bill and payment which didn't include November's $51.74, and was to be deducted from my $200 security deposit.  This was understood throughout my residence and reiterated by manager Desiree Ross during at least one conversation just before moving out. There was never any indication that I owed more money than the final $51.74.  It wouldn't make sense to bill a flat rate more than one month in arrears.  They are deducting for three months in arrears even though they claim that their policy is for two months in arrears.  
  
  They are also being dishonest about "multiple" attempts to contact me.  After receiving the partial refund with no accounting or explanation, I contacted them on January 5, 2024. February 5, and March 5, never receiving a response. It was evident that they didn't have a good explanation, and they still don't.  Around April 7, I posted negative online reviews about Urban Blu's surprise deductions.  Then I got their first response on April 9, asking me to delete the reviews.  They still have not shown evidence of any months I didn't pay in full, except the final one.  I have receipts for September and October, and I accept the one water/sewer charge for November.  
  
  Urban Blu still owes me over $100. 

  Sincerely,
  
  
  
  Dean *******

  Business Response

  Date: 05/02/2024

  We would like to provide additional clarification and address any lingering concerns regarding the utility costs.

  In our original response, we included evidence of our communication efforts with Mr. *******, demonstrating our emails to him on both January 9th, 2024, and March 7th, 2024. To provide further evidence of the utility billing process, we have attached a screenshot from the quality assurance detail report, outlining Mr. ********s utility billing history. Specifically, in November 2023, we billed for September dates, which were subsequently charged to the resident on 11/1. Following Mr. ********s move-out on 11/30, he was appropriately charged for both October and November to reconcile the account accurately. As reiterated, utility charges are billed two months in arrears.

  Should you require any further clarification or have additional inquiries, please don't hesitate to reach out. We remain dedicated to ensuring transparency and accuracy in all our interactions and are here to assist in any way we can.

   

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: 21548948
  
  
  
  I am rejecting this response because:

  This statement from Urban Blu is just an attempt to confuse, not clarify.  That "Quality Assurance" attachment is for electric, not water.  It doesn't even have my name or apartment number on it.  Electricity was billed directly to the residents by FPL, and I paid it directly to them.  My water bill from Urban Blu was always the same, $51.74, a flat rate.   
  Urban Blu has never presented evidence of communicating with me on either January 9 or March 7. They simply said that they did. That's not evidence. Despite my repeated attempts for an explanation, I got nothing from them until their telephone call on April 9, after they saw my negative online reviews.  
  Regardless of their attempts to confuse, I have receipts showing I paid rent and water/sewer every month exactly as billed, $1611.74 each month, except for $51.74 for the final month. They have not shown where I missed any other payment.  
  They have deducted 3 months from my security deposit.  One month would be correct.  They even contradict their 3-month deduction by saying that they bill 2 months in arrears.  That's an admission that they owe me money, just not the $104.76 that is due.    
  This is a small amount of money for both parties.  But I intend to pursue it because I am aggravated by the stonewalling, lying, attempting to confuse and cheat.   Maybe this is something they do with others who are less motivated to hold them responsible.  
  

  Sincerely,

  
  
  
  Dean *******