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:02/07/2025

  Type:Product 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not satisfied with the results, I consider this situation resolved.  Please keep this complaint on file to serve as notice to others considering to lease at Brookview to read their fine print in "Choice of Remedies and Mitigation of Damages." , as I made the unfortunate decision to sign a lease that allows them an out in the statement: "not required to make an election of which
  remedies we choose to pursue nor notify you of which remedies we will select."  As they do not have the common courtesy to provide concise details when asked, knowing they are contractually secure by not doing so.
  
  Sincerely,
  
  **** ***** the total outstanding balance to them through the mail, but given the way they have misled me to make this decision, I feel as if it would be fair to attempt to seek a partial refund due to the fact that I provided them with an unofficial notice that I potentially would have been looking to terminate early during December 2024, but wanted to clarify my options. Whether the misinformation was intentional or not, it was still the main driver to my decision of terminating early, and I view it as an attempt to collect my total rent sooner rather than over the total duration of the lease.

  Business Response

  Date: 02/24/2025

  When **** moved in, he had to choose an option on our termination policy. The choices are:
  Choice 1: pay 2x the rent and then be done with it
  Choice 2: continue to pay base rent until either the lease term expires or someone rents the unit.
  
  He picked choice 2 with being under the expectation that he could pay it monthly as of my 6 years here that was my understanding on that choice as well. I recently took over the assistant property manager position and found out that it changed back in March or April of 2024 and this information was never given to me. I let him know of that and he got upset about it. He sent me an email about it and stated he was going to send us to the BBB if we wouldn't allow him to pay it monthly. Before being able to send him a response back to his email he already sent a check of the whole amount owed to us and reached out to the BBB. I spoke with the new property manager and he informed me that he is allowed to pay it monthly as that is the whole point of choice 2.
  
  I reach out to him to let him know that we received his check and gave him the option to stop the check as we did not cash it yet and pay monthly or we can cash the check and then when the unit gets rented, we would credit him back. We do not have a timeline on if and when he would be credited back because it all depends on if the unit gets rented or not.
  
  I am going to attached screenshots of the emails I have from him.
  

  
  

• Initial Complaint

  Date:10/25/2024

  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.

   
  Complaint: 22471138
  
  I am rejecting this response because:

  
    I would like to start by apologizing as well for the late response as I've also been going through alot after personal damages after hurricane ****** and other damages caused to family and friends.I would like to mention again that the balance that was on my account prior to it becoming "negative" was  an incorrect charge in the first place because I was charged twice for last month's rent and after making several phone calls to the apartment complex to get it fixed and never hearing back I went in person and that's when I was  told I was going to get that amount together with. my deposit (if any remaining) when moving out. But of course, coincidently a few days after moving out I was told I had damages on the apartment that almost equated to what I was incorrectly charged and for that reason i was not going to get my money back(the extra month's rent ). This money was not a deposit, the deposit was kept by the apartment and I decided not to fight it, just not worth it. I just don't think it's fair after 1) I always made all payments on time 2) I never caused any issues 3) I cleaned the whole apartment before leaving and kept in great condition minus regular wear and tear . After all of this I'm basically being told I destroyed the carpet which is simply not true. I'm adding some pictures as it doesn't let me add more than 5. Nowhere in the lease/contract I signed with the apartment does it say the tenant that stays 10 months must replace the carpet after moving out and stating I caused damages to the carpet that made them change the whole carpet is not true either. I understand carpets are usually replaced for new tenants anyway but that's part of an apartment complex responsibility just like painting is. I would like to ask respectfully again to not receive more threatening calls from a debt collector. This is very disrespectful especially after the storms and what many Floridians are going through. It adds more stress to the situation
  
  Sincerely,
  
  ***** ******
  
  Sincerely,
  
  ***** ******

  ent on time and like I mentioned before I left I cleaned everything and everything was in great condition/s

  Business Response

  Date: 11/13/2024

  Good afternoon, 

   

  I would like to start by apologizing for the delay in response. The first letter was sent after Hurricane ****** flooded our offices/clubhouse and caused serious damages and shutdowns. 

  The resident who filed the complaint was informed on many occasions that she would be responsible for the carpet replacement chargeback - we prorate the fee by only charging loss of life on the carpet. The carpet was new upon her move in and the resident only occupied apartment 2-12723 for 10 months which does not give time for the damages found to the carpet to be normal wear and tear. 

  The payment made by the resident before move out was returned after move out, causing a negative balance owed on her account, so the damages were put against the security resulting in a balance owed of $966.47. 

  The documents attached to this letter include: the full financial ledger for the resident including reversals, chargebacks, and returned payments; the initial conversation - was translated with talk to text technology - about her responsibility for the damages to the carpet and the consequential fees associated with replacing the carpet; the rejection of objection email and the prior correspondence from my property manager regarding her financial liability for the damages to the apartment; the final move out statement with photos of damages to the apartment at the bottom of the document; and the former resident's move in inspection form. 

  Please let me know if you have any questions, concerns, or require further documentation regarding this matter. 

   

  Thank you, 

  **** Davies 

  Assistant Property Manager 

  Brookview at Citrus Park

  Business Response

  Date: 11/25/2024

  Good afternoon, 
  
  Our position has not changed. The former resident, ***** ******, owes the collection agency - *********************** - $966.47. Because her prorated payment of $1,450.48 for July's rent was rejected due to insufficient funds she mistakenly believes we charged her twice for July's rent. Please see full ledger with reversals for proof of returned payment. Her balance was sent to collections September 24, 2024 due to non-payment.
  Also, in her signed lease agreement it states, "You'll be liable for the following charges, if applicable: ... repairs or damages caused by negligence, carelessness, accident, or abuse, including stickers, scratches, tears, *****, stains, or unapproved holes..." Please see pictures from moveout inspection for large stains in the living room and in the master bedroom which go beyond normal wear and tear for a ****************************************************************** 
  Please be aware, we don't change the carpets after every moveout. We change the carpets only if they are unsuitable for the next resident as the life cycle on our carpets is 5 years - 60 months. If the carpets need to be replaced due to damage or unsanitary conditions, etc, we charge back the loss of life on the product, so the former resident was charged for 50 months loss of life ($1,135.28) on the carpet replacement as the carpets were new upon her move in.  

  Please let me know if you have any further questions or concerns.
  
  Sincerely, 
  **** Davies 
  Assistant Property Manager

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22471138
  
  I am rejecting this response because:
    I guess there is no more talk here. Thank you BBB for trying to help. I don't change my position either by the simple fact that what they call a stain is impossible as the only thing that could be on the carpet is water or normal wear and tear. There was never a single party at my house, rearely any visitors and if any only adults , there was nothing that could've caused a stain. The apartment was left just the way it was given to me (oven, cabinets, porch, paint- those did have stains and were not in good conditions either when moving in) and if I had not taken pictures prior during inspection, I would've been accused of doing it too I'm sure. I know for a fact I left the apartment in the condition that was given to me minus wear and tear and I would never come this far if it was another way. I spent 2 whole days making sure everything was cleaned (fridge, oven, cabinets), carpet. If it simply not true what they are saying.

   thank you

• Initial Complaint

  Date:07/19/2024

  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.

   
  Complaint: 22013585
  
  I am rejecting this response because: Brookview Apartment complex is partnering with CommTow LLC to allow predatory towing services on their residents. Where are your guests expected to park when your own residents are taking up the the visitor parking spots? You do not have a sufficient number of visitor spaces available, and to charge us over $500 for parking in an marked space isn't right. I feel bad for those who have signed a lease with a complex taking advantage of their guests and using predatory practices when there are no visitor spots available. A few signs within the actual complex, not just 200 feet before your gate, would prevent anyone from making such a costly mistake. And again, there should be a sufficient amount of visitor parking within your community as well - I have confirmed that your own residents are taking these visitor spots.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/29/2024

  Good afternoon, I have attached the pictures of our towing signs that are on property, along with the language in the lease agreement. The resident is responsible for informing their guests on the parking policies.