Complaints

This profile includes complaints for Vesper USF LLC (The Ivy)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vesper USF LLC (The Ivy)

  3424 Jefferson Commons Dr Tampa, FL 33613-6402

• 

  Vesper USF LLC (The Ivy)

  595 Madison Ave Fl 37 New York, NY 10022-1641

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:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current resident of The Ivy and for the past 5 months our A/C in our unit keeps breaking. We have contacted the leasing office several times about this and their only solution each time is to "submit another maintenance request". Whenever maintenance comes out (which isn't each time) they "fix" the thermostat/A/c then within a few hours the issue reoccurs. Having a broken A/C affects our utility bill and when we contacted the office to receive a possible credit, they were not accommodating. The Ivy has made our living here uncomfortable, since we reside in *******, which is a known hot state, it is frustrating come home to an apartment that is 80+ degrees on the inside. The Ivy lack of consideration and effort to help shows they do not care for their residents, and it is unfair to continue paying rent in full although we are going weeks without A/C although in our lease agreement it states the complex is responsible for fixing it. When asked how to receive a credit we were given an email address to reach someone that never replied back to us. The Ivy makes it nearly impossible for us residents to get help. This has become a huge inconvenience these past few months and as someone who pays their rent on time each month there needs to be an accommodation/refund.

  Business Response

  Date: 06/18/2025

  Our records indicate that AC-related work orders were submitted in November 2024 and again in May 2025. No additional service requests were placed between those dates. Utility charges, the total billed amount since August 2024 is $213.33, averaging approximately $23.70 per month. Based on this data, there has not been any significant increase or irregularity in the utility bills.

• Initial Complaint

  Date:05/06/2025

  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.

  My car was wrongfully and illegally towed out of a visitor parking space with out any notice. The *** hired a towing company and they are working together to scam residence and their visitors. I was told that my car was towed out of visitor parking because the writing on the ground is not legible enough. I was able to see visitor on the ground where I parked and so does the I witnessed. Also there was no newsletters or emails that was sent out to residence stating that visitor should not park in visitor parking if the writing on the ground is not fully legible. Holding someones car for a ****** is illegal and a form of a scam.

  Business Response

  Date: 06/02/2025

  Dear BBB Representative,
  Thank you for allowing us the opportunity to respond to the recent complaint regarding a vehicle tow at The Ivy.
  After reviewing our records, we can confirm that the individual who submitted this complaint is not listed as a lease-holding resident or registered occupant at our community. As such, we are unable to verify which vehicle they are referring to, nor can we locate any communication from them directly to our office to resolve this concern.
  That said, we take all towing concerns seriously and would like to clarify our communitys parking policies. Upon move-in, all residents are issued a parking decal and are required to sign documentation acknowledging the parking regulations. Our parking enforcement procedures include:
  Clearly designated and visibly marked Visitor parking spaces
  Reserved parking spaces marked accordingly and available for an additional monthly fee
  Prominent signage at the entrance of the community stating Parking by Permit Only
  We utilize a licensed third-party towing company that conducts routine patrols and provides timestamped photographs prior to any tow being executed. These photos include the vehicle in question and its location, as well as surrounding signage or pavement markings to confirm the violation.
  In this case, we were not provided with any specific vehicle details from the complainant, and we cannot determine whether the car in question was in a valid visitor space. However, based on our regular documentation and recent patrols, all tows conducted during the stated timeframe were performed lawfully and in accordance with both our lease agreements and Florida statutes.
  We also want to clarify that The Ivy does not financially benefit from any vehicle tows. Enforcement is handled exclusively through our contracted vendor, and their process is transparent and well-documented.
  If you would like additional information or pictures, I'd be happy to provide. 

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ***, a *************************** student living at The ************** since November 2023. My mental health deteriorated in January, leading to a car accident and hospitalization. I was also ***** Acted as a result of my mental health state. I have stopped working at ********** and have been moved to my family house in *************** for monitoring. My family is ensuring I receive the right mental health treatment as recommended by the hospital. I am currently trying to get out of my lease considering that I am residing with my family and not working, but the Ivy apartments have suggested that I pay $300 and find someone to take over the lease. Failure to find someone to take over the lease will mean I am still liable for rent until the lease term expires. I am seeking assistance in breaking out of my lease.

  Business Response

  Date: 03/14/2025

  We appreciate the opportunity to address Mr. ***** **** concerns regarding his lease at The Ivy Apartments.
  
  We sympathize with Mr. **** situation and understand that unexpected life changes can be challenging. However, as outlined in the signed lease agreement, our community does not offer an early termination option except in cases of approved military orders. The lease explicitly states on Page 8, Section 25:
  
  RELET OR SUBLEASE: You may not assign this Lease or sublease the Leased Premises without our written consent. Upon signing this Lease, you are legally obligated to all terms and conditions within. School enrollment changes or other changes in circumstances do not release you from the financial responsibility of this Lease. To be released from the financial responsibilities and other obligations pursuant to this Lease, you may re-let your Bedroom to another qualified individual. You are required to pay a $400.00 fee to sublease or re-let your Bedroom.
  
  In accordance with Fair Housing laws, we must apply our policies consistently to all residents and cannot make exceptions for individual circumstances. Our team has informed Mr. *** of the available option to relet his lease, which would allow him to be released from financial responsibility once a qualified replacement is secured.
  
  We remain committed to assisting him within the parameters of the lease agreement.
  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22943132
  
  I am rejecting this response because:
  I am rejecting this because I am not in capacity to pay this increasing rent payment stacked with an unreasonable relet fee after coming out of a deadly vehicle accident. I am incapacitated to a large extent to the point I cannot work and I cannot live by myself. I am simply trying to break out of my lease and submit the payment for February if that is what the *** is insisting even though I attempted to reach a solution before the February rent was due. Regardless, if an agreeable solution was to be determined that can satisfy both parties I will pay the February rent amount and wish to be released from my lease for good.
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/23/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 is *********************** in apartment ********A I supposed to turn in my key yesterday morning but I'm not there I had 7 seizure. They admitted me in the hospital they are keeping me until next Thursday August 1st. My question is can I keep my stuff right there in apartment ******** because I do not know no one with a car and when they finish with this procedure I can't do a lot of long walking or living nothing. Instead of getting transferred all the way back to building ******************************************************************************* a call at ************ and also I had submitted a doctor note and I've been leaving so many messages but no one haven't returned my phone call again can someone please give me a phone call as soon as possible thank you.

• Initial Complaint

  Date:07/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an online application in June, and I received a lease agreement on the first of July. I went in person to the leasing office to ask about the application, to which they told me that I needed to provided a guarantor, which I told him I do not have. I asked what would happen with my application and he said it would simply not be approved until I provided a guarantor. This was also confirmed on an email they sent me. Because of this mentioned above I did not continue with the process and had written official email notices to ******************** several times to revoke my offer; however, I received a bombardment of reletting instruction emails despite the lease disapproval they expressed in previous emails and that the lease was never counter-signed by them. Reviewing the reletting notices, I realized they were all after I had told them I was no longer interested in moving.I called the same day, July 12th at 10:00 am to talk to a leasing agent again named ****** and tell him again that I was no longer interested in moving, to which he said I have to pay a $400 re-let fee and find someone else to move in by the date. I called the next day and spoke with *** regarding this, I explained the issue, but he insisted I have to pay $400 fee and find someone to move in.The lease contract I signed is for a current resident or tenant, which I am not, the lease contract as stated on it, Lease Term: Start Date of Lease Term: 08/19/2024 End Date of Lease Term: 07/28/2025. I have not received any keys, I have not moved in, I have not been assigned an apartment number, so I am not a current tenant, I am a future tenant. Until today July 17, none of my email explaining my request to cancel my lease application has been responded to. I now plan on sending emails and written letters to the general manager and the account manager Malachi, as they refused to give me the manager's phone.

  Business Response

  Date: 07/22/2024

  Mr. ****** submitted an online application in June and received a lease agreement on July 1st. Upon visiting our leasing office, he was informed of the approval options for his application to be approved. Mr. ****** has submitted 2 guarantors;both did not qualify with our Guarantor Criteria. Despite this, Mr. ****** continued with the application process and, on July 11th, submitted his passport as a means of getting approved.
  As per our policy, Mr. ****** will need to go through the re-let option,which involves paying a $400 re-let fee. Alternatively, he will remain financially responsible for the lease term until the apartment is re-rented.

   

   

  Customer Answer

  Date: 07/24/2024

  
  Complaint: 22001129
  
  I am rejecting this response because: My name is not ******. Upon visiting your office, I was informed of my guarantor not having SSN was not accepted and had therefore informed not to have him as guarantor and been advised to do international resident, which I am. You informed me to apply for international resident knowing I have an SSN. I only had one guarantor complete an application, not two, and I only had my guarantor completed it before visiting your office, not after. You rejected me, an international student with valid passport and I-20 who agreed to prepay last two-month rents like all other international resident, which doesn't make sense. You also rejected me paying for the entire lease balance.

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

• Initial Complaint

  Date:07/15/2024

  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.

  6/27/24 I am sharing this message to address a concerning issue related to the apartment complex known as *******. I was relocating to ***** for employment at Adventhealth, I considered The Ivy due to its convenient location and attractive promotional offers, which included a $82 monthly rent credit, a $1,000 gift card, or a one-time credit equivalent to one month of free rent. Additionally, they were waiving application and administrative fees.Once I completed application, I received what I believed to be the lease agreement, though I hesitated to sign initially. Subsequently, I received a call from a representative named *********, who clarified that the was not a lease and the document required my signature in order to secure the $1000 one-time credit promotion I had chosen. In a state of naivety, I proceeded to sign the lease agreement without being or told I fully qualified for the apartment.unfortunately, due to unforeseen circumstances, I am no longer able to accept the position in *****, and When I told them I am no longer moving forward with the apartment I was told that I have signed the lease and in order to be terminated now I have to go through a relet process of finding someone to take over my lease and pay $400.Thank you for your attention to this matter..

  Business Response

  Date: 07/22/2024

  Our lease agreement clearly states the conditions and fees associated with subleasing or re-letting a bedroom.

  As specified on Page 7, Section 26 of the lease:
  RE-LET or SUBLEASE FEE: Tenants are required to pay a $400.00 fee to sublease or re-let their bedroom. This fee helps partially defray our costs in making the Leased Premises available for re-letting and for re-letting the Premises.
  This charge is not a cancellation fee, buy-out fee, or a limitation of damages collectable by us. Application fees and administration fees are non-refundable and cannot be prorated or refunded, regardless of timing.
  The new tenant will be responsible for application fees, administration fees, and any other applicable fees. The outgoing tenant will be responsible for all costs related to cleaning and repairs, as well as rent for any days between the termination of their lease and the start date of the new lease.

  
  Regarding the correspondence between ****** and our Leasing Team, she had questions about the possibility of moving in early, the amount due, and other related matters. Our team responded to her inquiries to ensure she had all the necessary information regarding our policies and procedures.
  

  We believe that our lease agreement and the responses provided by our team were clear and consistent with our established policies. If there are any further questions or concerns, please do not hesitate to contact us.
  Thank you for your attention to this matter.
  

  Sincerely,

  Kelly 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21985725
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/02/2024

  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.

  I have been living at The ********* luxury apartments since August 2024, from the first time i stepped into the apartment the furniture was covered in mold after a complaint they did replace the furniture. As I kept living at The Ivy I noticed that the mold was everyone, it was growing on the vents, the doors, the furniture, kitchen utensils, you name it. Me and my roommates from put in several complaints about the mold issue in out unit to be told over and over there was no mold. Eventually they agreed to have the vents cleaned out but not address the actual issue about the mold. A few weeks ago they discovered where the mold was coming from the never caulked the tub spout in my roommates room so water was just getting into the wall that was connected to the ** vent which was spreading the mold all over the apartment. I am allergic to mold and have been waking up sick everyday i have lived in this apartment. They caulked the tub sprout and that was all they did to address the issue, the mold is still spreading around the apartment because now it is stuck in the wall. I sadly signed a 2nd lease with them and was not let out of the lease even with the mold complaints and my health issues. I have spoken to multiple residents at this property and they as well complain about the mold problem at this complex along with many other things wrong. I move into the next unit in 2 weeks and just know im going to walk into another apartment that will. be filled with mold.

  Business Response

  Date: 07/22/2024

  Below is our account of the situation and the actions we have taken to resolve it.
  The resident moved into The Ivy in August 2023.
  Upon continued complaints, we agreed to clean the ** vents. Upon further investigation our maintenance team noticed that this was more extensive than what our staff can do in-house.   
  As of now, the mold issue is being addressed, and we are committed to ensuring a safe and healthy living environment for all our residents. The resident has already been scheduled for a transfer to a new unit.
  We live in *******, where mold spores are prevalent due to the humid climate. Despite this, we strive to maintain our apartments to the highest standards to prevent mold growth. We have not yet transferred the resident to the new unit, so there is no current issue to address regarding the future apartment. However, we assure the resident that we will inspect the new unit thoroughly before their move-in to ensure it meets our quality standards.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 goes back to August of 2022. I co-signed a lease with then bf. It was approved and he moved in. In January of 2023, we broke up and I needed a place to go and I found a sublet at the Ivy as well and I applied. I was denied because I was technically a co-signer on my exs account and the Ivy had a policy where co-signers cant rent at the same apartment. So I got him to get someone else as a co-signer and the Ivy verbally told me that I was removed and now they can approve my application for my OWN apartment. The same day he got a new co-signer, the same day the next day they approved my application. I lived there for 8 months and left in August of 2023. The ** wasnt working, mold was everywhere, maintenance kept painting over the mold to hide it. But thats not why Im here, Im here because now that Ive moved out. The Ivy reported my exs balance of 5.4k to my collections even after they told me I was removed as a co-signer. I called them a few weeks ago May 2024 and they said they have no such policy and they cant do anything about it. My ex and the lady that I sublet from were witnesses when they made a big deal about my application not being approved because I was on someone elses account. I also have a 3k collections from them as well. I asked to be sent an itemized bill and still yet to receive it. I wont be paying anything until then and I will be getting a lawyer. Management gets changed so much that all the policies keep changing and s******* the residents.

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/18/2024, I was sent and signed an electronic lease agreement from The Ivy. I recently have been going through a lot of health issues and just received a chronic diagnosis, which has caused me to step away from my job and focus on that and my schooling. I reached out to The Ive on 4/5/2024 via phone call, explaining my situation and asking if there was any way out of the lease before realizing they had not signed the agreement themselves. I was told no unless I went through their re-let option. I received a call from The Ivy on 4/8/2024, being told I needed to submit documentation of current pay stubs to see if I self-qualify for an apartment or if I have to have a co-signer. I asked why this was needed if I have already signed a lease because this is typically something places require you to do before getting a lease agreement sent to you and being able to sign it; the person on the phone said, "That's just what you have to do because we require it." Once I explained that I wouldn't be able to have a co-signer, I was told I could do it through their third-party process, where they find one for me, and I declined that because that made me uncomfortable. I asked if I didn't qualify on my own for not having a job currently and not being able to obtain a co-signer if the lease would be terminated, and I was given a very vague answer: "That would be up to the property manager." After getting off the phone, they stopped all communication with me and were ignoring my calls to the point I called them in front of my relator, and they didn't answer, so she called them directly after, and then they answered her immediately. It does not make any sense why they cannot void the lease if they haven't even signed it yet, why they are asking for all this additional documentation after allowing me to sign a lease beforehand, and why they won't communicate with me nor work with me at all when I just signed it 2 weeks ago and am giving them ample time to fill my spot.

• Initial Complaint

  Date:03/15/2024

  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.

  Ive been living at the Ivy since august 18th,2023. January 2024 Ive noticed mold started to spread more. I have been dealing with mold for three months now. The office are officially relocating me into a new unit, the issue is one of those roommates has a pet. I have a respiratory issue and allergies when it comes to pets. In both cases with Mold and Pets is a high risk for me. I feel as though the office is not taking this as seriously and forcing me to move into a unit knowing my conditions. I will no longer pay my rent until this issue is resolved. *** spoken to ******************************* numerous of times about this and I feel like hes ignoring my concerns. I cannot be around pets (cats, dogs etc) my chest starts to clog up and I start to wheeze, my face breaks out really bad. I am not going to pay rent for this type of living conditions. The ******* department of health will be contacted in this matter. Wednesday March 13th, Ive spoken to someone in the office that they can offer me a 3x3, Now today is Friday March 15th and received a call that there are no longer any units Available. Please contact me at your earliest convenience to discuss this matter. Ive been paying rent for those three months within that time frame.

  Business Response

  Date: 04/03/2024

  This response was taken verbally by the BBB:

  We have resolved the issues with this customer.