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:03/28/2024

  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 have recently signed a lease with ******************* owned by ECI Group in ***********, ** on March 1, 2024. After the first week of beginning the move in process, my wife and I began to smell weed coming into our apartment from the master bathroom. Neither of us smoke weed and it is illegal in ** to smoke marijuana and it seems to be coming from the tenant behind our apartment. We have notified the property management multiple times in the span of 3 weeks with email conversations about what they can do to solve this problem. They have told us over and over that this specific tenant will be gone after the weekend, but it has been many weekends and the weed smell continues to persist in our apartment. We requested that the company give us a new apartment of the same price, square footage, and everything else, but they said they could not do that. We have had to push back out move in date multiple times because the situation which they said they would handle has yet to be take care us. They have been negligent in dealing with this illegal situation and negligent in helping us live in a habitable clean space. The management has failed to respond to our last 3 attempt to chat with them about this situation. I would like a resolution to this problem and to be compensated for all the trouble this past month has been to my wife and I. I would also like to know how are ******************* and ECI Group LLC getting around ********* Statues code ********* which provides safety for the tenant from price increases due to managements lack of enforcement of the lease, i.e. Crime/drug-free Housing (Section 4/6)and No-Smoking (Section 7)Addendums?I have attached and added a timeline of communication we have had with the management and how there is yet to be a resolution to this illegal problem.

  Business Response

  Date: 04/12/2024

  A number of communication have occurred between the resident  and the management office.   The apartment suspected of causing the challenge has been identified and issue has been addressed with residents.  Propper authorities have been contact to intervene.  ****************** has been given local office and regional manager contact information should the challenge continue.   

• Initial Complaint

  Date:01/26/2024

  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.

  Dear Better Business Bureau, I hope this communication finds you well. I am writing to file a formal complaint against Cliffwood Apartments, located at ***********************************************************************, and their contracted parking services provider, WP ******* Services (****************************************************************, Phone: ************), managed by ECI GROUP. My grievance arises from an incident in which my vehicle was improperly booted without just cause. Despite my attempts to address the matter with the property management and WP ******* Services, I have faced resistance and lack of cooperation. The details of the incident are as follows: Date: 1/26/2024 Incident: My vehicle was booted without proper justification, and I was informed that it was due to the absence of a parking decal sticker, which I believe was unjustly enforced.I promptly contacted the local authorities to address the matter, and they indicated that it falls under a civil matter. Furthermore, WP ******* Services insisted on a $75 fine for boot removal, later reducing it to $40 due to my residence status. I find this practice questionable and would like a refund of the $40. Additionally, I am deeply concerned about the living conditions at Cliffwood Apartments. Mold in the hallways and on the walls is a clear violation of health and safety standards. It is disheartening to discover that the property manager, who is responsible for maintaining the premises, has a personal relationship with the booting company, which raises ethical and legal concerns. In summary, I am seeking your assistance in investigating these matters and ensuring that corrective actions are taken. I believe that such practices not only jeopardize residents well-being but also violate ethical business standards. Thank you for your attention to this matter. I trust that the Better Business Bureau will conduct a thorough investigation and help address these issues promptly. JAMIHA ******* ********* ***********************

  Business Response

  Date: 01/30/2024

  We are in receipt of the BBB Complaint dated January 26, 2024.  Based on the information from our completed investigation ************* respectfully shows BBB Complaint Case#********************* for its answer as follows:
  
  There is no basis for the issues raised as claimed.  ****************** vehicle was found parked in the parking deck without the required parking sticker. The designated booting company took photos, and ****************** openly admitted to cleaning her dash and not having put the sticker back into the vehicle. The parking policy has been reviewed by the resident and she signed off on the policies.  As a gesture of good faith, the on-site team contacted the booting company and negotiated a reduced rate of $40 where the standard cost is $75.  Further we have found no personal relationship with any member of our team and the approved vendor. 
  We have completed an inspection of the hallways including the breezeway walls in the community.  There was no visual evidence of microbial growth within the hallways of the community.  Please know we take these matters very seriously and it is the policy of ECI Management to follow strict guidelines when inspecting, treating, preventing and resolving all maintenance concerns. 
  It is our goal to maintain a high-quality living environment for our residents.  To help achieve this goal, it is important to work together and we request all residents to submit maintenance work orders through the direct channels to our maintenance team.  
  Please do not hesitate to contact us if any further information is needed.
  Sincerely, 

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

  Senior Regional Manager

  ECI Group

  Customer Answer

  Date: 01/30/2024

  Subsequent to submitting my complaint, ***** reached out via phone at 3:13 pm on January 30, ****. Unfortunately, my phone ceased to function while I was at work, prompting me to email her at 3:34 pm to convey the issue. She acknowledged my message at 4:04 pm, and I responded at 4:22 pm today. Upon returning home, I discovered extensive damage to my property in the storage unit. All belongings were found broken, placed in bags, and some items were missing. I have filed a police report regarding this incident.

  Business Response

  Date: 02/15/2024

  Although we found the storage unit was not listed on the residents lease or being paid for at the time, we have worked with her to resolve the situation.  

• Initial Complaint

  Date:08/14/2023

  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.

  I was staying at Longitude 81 apartments and gave my notice of intent to vacate which was required by my lease agreement on June 2nd. ECI group purchased the property at a later date in June and renamed the complex Waterline at Estero. I vacated and went through a preliminary inspection and the apartment was fine. I was recently sent a certified letter by ECI stating they withholding my security deposit and charging me and additional ***** as I did not give them a 60 day notice to vacate which was not possible since they did not own the apartment complex at the time. The management of Longitude was let go immediately and there was absolutely no communication from Waterline mgmt ****** regarding the termination of my lease. I find it absolutely incredible that an apartment management company takes over a property and does not communicate with prior management or at the very least look into the status of each resident's lease. I believe this is dirty and underhanded ploy of ECI and I want my $500 security deposit back and the $***** in charges dropped. I will provide photos of the vacated apartment upon request but that is not really the issue here.

• Initial Complaint

  Date:05/09/2023

  Type:Product 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 regards to my security deposit, as well as my lost wages (an amount, in addition to the agreed refund,due to the ongoing matters with sewage backup) that were due to be refunded to ** after we were offered to voluntarily vacate the apartment at ************************ in *******, *****. It has been over a month since we moved out, and we have yet to receive any communication regarding the discrepancies in the ledger or refunds from your end.As per our lease agreement, the security deposit and additional funds were meant to be returned to ** within 30 days of our move-out date,provided that the apartment was left in a clean and undamaged condition. Apart from the sewage backup that took place during our move-out, we ensured that the apartment was left in the same condition as we received it, and we have not received any notice of damages or fees that would justify withholding any part of our security deposit.Despite multiple attempts to contact your office over the phone and via email, we have not received any response or resolution. We spoke to the Assistant Manager, who assured ** that the concerns with the ledger would be addressed, and the Regional Manager, who advised that she would have, Office Manager, call ** directly. However, we have not received any clear or satisfactory information regarding our refund.

• Initial Complaint

  Date:02/05/2023

  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.

  December 24, 2022 the property takes water damage from frozen pipes. My unit is affected rendering my bedroom uninhabitable. December 27- current : the property and maintenance continuously makes unannounced visits to the unit. There are no emails giving notice.January 19, the first time I am able to view a unit offered with no charges for transferring. January 23, 2023, the same charges that I was assured would not be on my rent ledger are now present for being charged 13 days in the new unit at a final charge of ******. February 1 2023, the new charges for the new month are now present to bring the balance to $2271.39. The same morning I sent an email to *******************************, the current property manager, requesting that the rent ledger be fixed as she assured me, it would be before that day. There was no response to this email.February 2 I visit the leasing office in an attempt to correct a ****************************** was not available, but the co-owner, of which I did not get her name, suggested that I pay what I already know I owe, and the rent ledger would be fixed later. I did not know what I owe as some charges needed to be removed and adjusted.February 3 I return to the leasing office again to speak with ********, once again, she is not available, however, the temporary leasing agent assured me that the rent ledger would be fixed according to ******** by 6 PM, end of business day. The rent ledger was still sit at $2271.39. February 4 I return to the leasing office again where I am met with a different temporary leasing agent. She reached out to ******** with my concern, and I waited for a response. I also emailed ******** while I waited in the leasing office for a response, there still has not been one. Late fees will occur after the fifth of every month, which I believe is set at 10% of the base rent which is $1,447. So I can expect an additional $144.70 to be added to the ledge by Feb 6.

• Initial Complaint

  Date:11/04/2022

  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 IS FOR ONE OF THEIR COMMUNITY ************************ ************************************************************* I did have a prepaid electricity company, I don't know how I received my statement for this month to pay my rent for a balance of $50 service fee (unknown) and second $178.51 service fee (unknown) I called office November 3rd to check what was those charges, *********************** told me because, I was using their electricity, I asked how its that possible when I moved in they gave me the apartment without electricity. He said they disconnected my previous electricity company and automatic it transfer to their name he are charging me from September 06,2022 electricity. I asked ******* why he didn't call me to let me know He said He didn't know till he received the bill from reliant energy. I asked him to send me proof of the bill he refused to send the bill and in my contract it doesn't show the provide electricity or extra electricity service fee. I need to pay my rent by November 5th & i will not pay till this matter is taking care of I'm not refusing to pay but they refusing to send the proof of the electricity bill as I sent them which company and the **** number for my previous electricity company and that's the only thing they need for center point to check if I have electricity. they connected their electricity without my concern and now they just charging to my account without a proof. if I pay my rent late they will charged another $150.I need to them to take care of this matter so I can be able to pay my rent on time and reconnected my electricity to the company that I was.*********************** is the one charge of the property and he is not responding to my emails and calls. the documents attached its shows the charges and its not in my contract and without my concern Thank you

  Business Response

  Date: 11/07/2022

  Emailed copies of bills to resident for review. Also, requested that the resident provide a electric bill showing she has services in her name for 9/6 - 10/06/2022 that our accounting department can review. 

  Customer Answer

  Date: 11/08/2022

  Good afternoon

  Still today 11/08/2022 

  The didnt send me any proof of those charges and now they cut my electricity without a notification. 

  I ended up paying those charges on 11/05/2022 so I dont have to pay a late fee and still they cut my electricity today 11/18/2022.

   

  I still waiting for proof or what they are charging. 
  first *********************** said he received an bill and now they are saying they dont have an bill. 

  I requested electric meter number for my apartment so I can be able to check with center point energy as they are requesting only that I information to be able to check. 
  And they didnt send it.

   

  on this message its the proof I ended up paying everything and they still cut my electricity without a notice.