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:07/14/2025

  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 worked for Waterton Residential at ****** at ************************. In this time, my family and I moved onto property. In April 2025, I gave my 2 weeks notice, and at that time, asked the Property Manager ******* ***** if my family could continue to stay on property. He then verified with the Regional Manager ****** *****, that I could stay on property paying the market rent. I even received a renewal offer in June 2025 at a lesser rate than I have been being charged. On June 24th 2025 we paid $5,159 via cashiers check to cover June and Julys rent. On July 1st, we received a call to come into the office. ****** (new manager) served us with a 30 day notice to vacate by July 31st 2025. Our family needs your help holding this company accountable on the agreed terms or we will be facing homelessness with a minor child after paying them over $5100 to uphold our responsibilities to the lease.

  Business Response

  Date: 07/17/2025

  Tiana,
  
  After speaking in depth with the office, it's understood that you are on a month-to-month lease. Both you, and the community, have the right to not renew the lease at any time and issues like late payment can impact said decision. The prior manager is not at the property anymore and we do sincerely apologize for any miscommunication during the transition. If you have any further questions, please don't hesitate to reach out directly to the community.
  
  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:05/12/2025

  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.

  To Whom It May Concern,I am submitting this formal complaint against Willowest at ******************** Apartments, managed by Waterton Residential LLC, due to unresolved maintenance issues that have resulted in unsafe and unhealthy living conditions.This complaint specifically concerns the lack of professionalism and responsiveness from:******* ****, Property Manager *************************************** ****** *****, Regional Manager *************************************** ***** *********, Regional Vice President ****************************************** I reside at ******************************************************************************************. Since April 7, 2025, I have reported significant water intrusion into my garage during rainfall. This has led to a leaking floor, suspected mold/mildew, and a musty odor now affecting my apartments air quality.Despite multiple calls, emails, and in-person visits to management, no meaningful action has been taken for over a month. I have a documented mold allergy, and this ongoing issue has caused worsening symptoms, including headaches, sinus issues, earaches, and fatigue. Management has been largely unresponsive and at times ************* date, I have incurred $4,130.11 in damages related to lost personal property, health impacts, and out-of-pocket costs to mitigate the damage. I am seeking compensation for the loss of use of the garage, adverse health effects, and the poor handling of this matter by on-site and regional management.I respectfully request the Better Business Bureaus support in holding Willowest and Waterton accountable and advocating for:Immediate professional remediation, including certified mold inspection and treatment Improved communication from management and maintenance Lease flexibility for tenants experiencing unsafe conditions I have retained all supporting documentation and can provide it upon request.Thank you for your attention to this serious matter.Sincerely,******** **** ************** *******************

  Business Response

  Date: 05/21/2025

  Hello ********,

  
  Thank you for your detailed message regarding the concerns with your garage at Unit 2002. We understand the inconvenience and frustration this situation has caused and appreciate you taking the time to outline your experience.
  Please be assured that we take all resident concerns seriously and have made several efforts to address the matter as it has unfolded. For clarity, here is a summary of the actions taken so far:

  - On April 7, 2025, maintenance responded the same day the garage flooding was reported.

  - Initially, you declined the use of dehumidifiers and blowers, which delayed moisture mitigation. Once permitted, we placed the equipment in the garage to assist with drying.

  - Moisture readings were taken by our team, and results indicated no elevated levels that would support the presence of mold.

  - No visible mold was found during our inspection nor in the recent inspections.  

  - A water test has been scheduled to determine the source of the leak and to ensure a permanent resolution.

  - Your designated contact, Ms. ******* ****, has been noted as an authorized representative for access.

  We understand that communication delays may have caused concern, and we regret any inconvenience this has created. It is our goal to coordinate effectively with both internal staff and third-party vendors. While we do sometimes rely on their availability and scheduling, we acknowledge the importance of proactive communication and will work to improve in this area.

  We are currently reviewing your request for a formal scope of work and contractor information.  In the meantime, please know that your unit is scheduled for further inspection, and any necessary repairs will be addressed based on the outcome of that assessment.

  Regarding compensation or lease release, these requests are under internal review. We will respond to that portion of your letter separately once all facts have been fully reviewed, including the results of the water test and any documentation of damages.

  We appreciate your patience and are committed to resolving this matter appropriately. Please feel free to reach out if you have additional questions in the meantime.

  Sincerely,

  Your Waterton ************* Team.

  
  

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23319123
  
  I am rejecting this response because: the goal posts keep moving. The company keeps saying they are addressing the issue but no firm dates have been given. On May 13, 2025, the manager and head of maintenance visited my unit. While I acknowledge that a moisture reading was taken, I was expecting a licensed third-party professional to perform a comprehensive mold and water inspection. Regardless, standing water has been present in the garage on three separate occasions.

  
  

  The core issue is that the second and third instance of water damage might have been prevented altogether had the first occurrence been properly assessed and addressed in a timely manner. As of May 21, 2025, I experienced yet another incident of water intrusion, with standing water present following the previous nights rain. Fortunately, emergency maintenance responded and vacuumed up the water. However, this still is not addressing the root issue. Lastly, on May 13th I was informed that a professional would be out by May 23, 2025, to conduct a water test. However, as of today, that has not occurred. The lack of follow-through and shifting timelines is insane to me. I'm so I ovee this company. While I understand your team relies on third-party vendors, that does not excuse the extensive delays. If those vendors are unable to respond promptly, a responsible business should proactively seek alternative providers to ensure residents needs are met efficiently. Frankly, I dont understand this companys logic or business model; it reflects rigid, short-sighted planning to continue relying solely on a limited vendor list instead of expanding options to resolve ongoing problems.

  
  

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

  Business Response

  Date: 06/02/2025

  Good morning, ********,
  

  Thank you for your response, and we hope you are feeling better. We sincerely apologize for the frustration this experience has caused and want to assure you that your concerns are not being ignored. We understand how upsetting and stressful this situation has been, especially given the impact on your personal belongings.
  

  Please know that we are actively working to resolve the matter. While we do rely on third-party vendors for certain specialized assessments, we fully understand the importance of timely communication and follow-up. We had scheduled a vendor to perform a detailed water test last Thursday to help identify the source of the issue and determine next steps for resolution.
  We also appreciate the clarification you provided regarding the April 7 maintenance visit. We're sorry for any misunderstanding that may have occurred, and we want you to know we take your feedback seriously. It was never our intention to minimize your concerns, and we recognize this process has taken longer than either of us would have preferred.
  Again, we understand how important it is to feel heard and supported. We are committed to seeing this through and will continue to keep you updated as we receive more information following the water test.
  

  Thank you again for your patience and please don't hesitate to reach back out to us if you have any further questions or concerns. 
  

  Sincerely,
  Your Waterton ************* Team

  
  

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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 moved to *************** 08/10/2024, my intent had been to start a 3 month lease from 8/10/2024-11/10/2024 . The first copy of the lease that started on 8/10 I am not able to access through my email, furthermore, I moved to a different apartment in the same complex on 8/24 which appears to be when I signed the new lease for 10 months which had not been my intent. When I went to inform the leasing office that I was planning on moving out of the apartment on 11/10/2024 I was informed that I had signed a 10 month lease. If I knew that I would have been charged for breaking the lease I would have stayed at the apartment longer. However when explaining the issue to the leasing specialist she informed me that she would talk to the community manager to see what she could do to minimize the costs. Fortunately she said that I would not be charged for breaking the lease and I would only have to pay for the additional cleaning days until they got a new tenant into the apartment. Since I could not afford my last month of rent paying the least amount possible was incredibly important for me especially since I would be quitting my job. On 11/21/2024 I received a text from Resident Advocate stating that I owe $6,114.07, when I reached out to the leasing office to see what the mistake had been and the leasing specialist said she would talk to the community manager and get back to me. She then sent me an email explaining how I was being charged for 41/60 days since I had only given 19 days notice on my intended move out date. If I had been informed that I would be charged to this extent I would have continued to live there so as not to break the lease or be charged for an excessive amount of days where I was not living there. I also would have been able to keep my job to pay the rent but was instead misled into a situation where I am being charged for money that I do not have. Lastly, I put down $800 for the despot which has not been refunded to me or included in the billing.

  Business Response

  Date: 12/09/2024

  ****,
  
  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records we can confirm that your initial lease started on 8/12/2024 and was set to end 7/9/2025. We understand you were dissatisfied with your unit so we arranged for transfer resulting in a new 10 month lease running from 8/24/2024 to 6/23/2025. Your decision to vacate prior to the lease, coupled with your 19-day notice to vacate resulted in lease term fees equal to twice the rent, and insufficient notice fees.
  
  Please let us know if you have any questions regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22619529
  
  I am rejecting this response because:
  I was told by ***** that because there had been some miscommunication of both of our parts I would not be charged for breaking the lease early. It was not my intent to break the lease and I had been under the impression that my lease would be over on 11/10/2024. When I informed ***** that I was planning on moving out when I thought that my lease was over she informed me that I had signed for a 9 month lease instead of the 3 month lease. She said that she would speak with the community manager and try to get the issue resolved. When I checked back in with her she said that due to the miscommunication someone else could take over the lease and I would not be charged for breaking the lease but would have to pay for the additional cleaning days until someone else moved into the unit. If I would have been told that I would be charged for breaking the lease I would have continued to live in the unit for the additional two months. I also would still have a job so that I could afford to pay the rent. Because I ran out of savings while living in the apartment and I no longer have a job I would need to sell my car just to afford the fees that Veranda is trying to charge me. While I am willing to pay for the days that I stayed there in the month of November I think that it would be unjust to be forced to sell my car in order to pay off the debt that I had no intention of ever agreeing to. 
  Sincerely,
  
  **** *******-*******

  Business Response

  Date: 12/20/2024

  Hi ****,
  

  We apologize for any inconvenience this is causing and appreciate your patience. After reviewing the contract you signed, we see that it outlines the terms and conditions, including the 10-month lease and the 60 day notice requirement. Unfortunately, we are bound to the conditions of the contract and we have to abide by the lease.  
  
  Please let us know if you have any further questions or concerns regarding this matter.

  Sincerely,

  Your Waterton Customer Care Team

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22619529
  
  I am rejecting this response because:
  The leasing agent (*****) said that due to the miscommunication between us I would not be charged for braking the lease because someone else would be able to take it over and it was not my intent to break the lease. To my understanding the community manager (***) had also agreed to this since I had explained to ***** that I could no longer afford the apartment. 
  Sincerely,
  
  **** *******-*******

  Business Response

  Date: 01/02/2025

  ****,
  
  Thank you for continuing to take the time to share your concerns with us. We apologize for any miscommunication or frustration that has ocurred during this process. After reviewing our records and speaking in depth with our Leasing and Community personnel, there doesn't appear to show record of permitting waived fees. Please know we strive to help and assist our tenants resolve any issue we can, but we must also adhere to our policies. Due to choosing the longer lease based on the lower rate, there is unfortunately not much more we would be able to do.
  
  Please let us know if you have any further questions regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team
  

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22619529
  
  I am rejecting this response because:

  I would like to speak with someone about this miscommunication because I currently do not have any money and am unable to pay the fees for breaking the lease. Is there someone else that I could speak with to try and resolve the issue since I cannot afford to pay the fees and I would prefer not to file for bankruptcy due to this miscommunication. Thank you for your prompt responses and understanding, I really appreciate it. I hope that the Waterton staff and Veranda La Mesa staff have had a wonderful holiday season. 
  
  Sincerely,
  
  **** *******-*******

• Initial Complaint

  Date:11/11/2024

  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 requested to be notified when certain floorplans become available and one did and I filled out the application and paid the $600 in fees only for them to call me two days later and tell me the system put the price wrong and that it was actually$300 more than listed. Then they tell me I have to wait 3 weeks to get my $600 back and I need to move out by the end of November. I need that money back now. It's not my fault their system is faulty and they can't afford a better operating system.

  Business Response

  Date: 11/12/2024

  *******,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  
  

  Sincerely, 
  

  Your Waterton ************* Team 

  
  

• Initial Complaint

  Date:08/20/2024

  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.

  On 6/29/2024, as a resident who lived in the apartment for more than 3 years, I moved out from Presidential Towers (PT), an apartment managed by Waterton Residential. However, on 7/18/2024, PT informed me there was $766.80 Move Out balance and they have transferred the payment to a debt collector, Resident Advocate (RA), without contact or any communication.On 7/19/2024, I sent ******* the Demand Letter, requesting the deduction must be clearly itemized and justified and exclude any charge for normal wear and tear, as such costs are considered a natural part of the property's use over time.On 7/23/2024, RA, the debt collector contacted me again and tried to push me for paying the fee. The same day, I disputed the fee in total.On 7/24/2024, I requested PT and RA to provide (1) the evidence and picture for any damage, (2) justification that it does not belong to normal wear and tear (3) receipt or evidence to justify the $766.80 is necessary.On 7/26/2024, RA provided an electronic stove image and stated that it was dirty. The same day, I requested again for evidence (2) & (3) above, since $766.80 is ridiculously excessive.On 8/5/2024, ** claimed that more time is needed for collecting evidences.So far, PT or RA have not provided any evidence such as receipt, to support the $766.80. Also, I have contacted several other residents who previously lived in PT. They were all charged the exact same amount, $766.80, regardless how long they have lived there. One resident who just lived there for less than a year, just several months, and was charged by the same amount, $766.80. This is an evidence that either PT does not consider the normal wear at all, or it is just a default charge that PT charges for every resident.In addition, I have searched the electronic stove online and $766.80 is more than necessary to even buy a new one. This is another evidence that PT's charge is unreasonable.I request PT and RA to remove this charge immediately.

  Business Response

  Date: 08/28/2024

  ******,
  Thank you for taking the time to share your experience with us. We apologize for any miscommunication or frustration you have experienced.

  
  We would like to assure you that Resident Advocate is a 3rd party service that handles final resident payments after move-out, and that they are not Collections,  but pre-collections. Their primary purpose is to help to navigate final payments up until 30-days after notice. 
  
  We apologize for a delay in getting that photo and invoices over to RA as quickly as we would have lived to, but can confirm the proof has been shared and is also attached here.

  We have to ensure that next units residents are set up for success and unfortunately we could not restore the stove and it had to be replaced.  The cost of the new stove was $713.30, and stove removal/installation was an additional $53.50, totaling the outstanding amount of $766.80.

  
  Please let us know if you have any questions.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22171669
  
  I am rejecting this response because:

  (1) Apparently, Waterton Residential has not considered normal wear and tear. I have lived in Apartment ******* for almost 3.5 years and Waterton Residential charged me $766.80. However, in the attachment *******_ResLedger.pdf my friend shared with me, the tenant of Apartment ******* was also charged for the same $766.80, even though he has just lived there for 10 months. Waterton Residential charged the same amount for all tenants who they believe the stove needed to be replaced, regardless of the TIME LIVING THERE.

  Obviously, this is either a default amount charged for all residents without taking consideration of the conditions of the stove, or Waterton Residential did not consider the normal wear and tear at all. Please notice: Normal Wear and Tear is Expected deterioration from everyday use.

  (2) The stove still works after moving out. The charge based on a complete new stove is unreasonable and justified. Also, I have searched similar stoves online. The price charged by Waterton Residential is apparently higher.

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

  Business Response

  Date: 09/04/2024

  ******,
  Again, we apologize for any miscommunication or frustration you are experiencing.
   
  While Waterton does consider normal wear and tear, we also have to ensure that the next units residents are set up for success. Given the condition of the stove upon your departure, we could not restore it so it had to be replaced. The cost of which was $766 (please see our initial response for associated invoices). We want to assure you that it is not a default charge all residents receive; it is simply the cost to replace the stove.
  
  Sincerely,
  Your Waterton ************* Team
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22171669
  
  I am rejecting this response because:

  (1)    I have resided in the apartment for over three years, and during that time, the stove was subject to normal, daily use.
  (2)    After such an extended period, it's reasonable to expect that any appliance, including the stove, would show signs of wear consistent with normal use.
  (3)    Normal wear and tear, as defined by landlord-tenant laws, includes the gradual deterioration of appliances that occurs with regular use over time.
  (4)    A stove, like any other fixture, has a finite lifespan, and its replacement due to aging or standard wear and tear is generally considered the landlords responsibility.
  (5)    Requiring a tenant to pay the full cost of a brand-new stove, especially after a long-term tenancy, is not aligned with standard practices.
  (6)    The charge for a new stove appears excessive, considering that the appliance would naturally depreciate in value over the years.
  (7)    The decision to replace the stove with a new one was made at the management's discretion.
  (8)    It's important to recognize that expecting a tenant to bear the cost of replacing aging appliances sets an unfair precedent.

  Imagine if I lived in the apartment for a longer time, even longer than the life span of the stove. Then after moving out, the Waterton Management could still charge the new stove, even the stove theoretically should be retired after years?

  The stove replacement charge is unreasonable and should not be the residents' responsibility. Therefore, charging the full amount of a stove after years' of living for the resident is definitely not justfied.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/02/2024

  Type:Order 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.

  The property manager ****** promised to ensure erroneous late fees were removed from my ledger. She is out sick with COVID and the flu til August 5th. Her counter part ******* is out sick as well. ******* is a leasing agent that is forcing me to pay the late fee that ****** promised to remove. I am unable to deduct the erroneous fee on the new payment system they implemented last month. Please help me get the erroneous $175 removed so that I can pay my rent by the 3rd. I owe them $2,723.60 but the system will not allow me to enter, and is forcing me to pay $2,898.60. The management has been out of office for an extended period of time offering no support, forcing me to pay an erroneous fee.

  Business Response

  Date: 08/06/2024

  Good morning, 

  Thank you for taking the time to share your experience with us. We reviewed your case and were able to find that the fee in question was removed last month (proof attached). Please do not hesitate to reach out to the team directly if you have any questions. 
  
  Sincerely, 
  Your Waterton ************* Team
  
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22084190
  
  I am rejecting this response because: you have NOT REMOVED ANY LATE FEES. SEE SCREENSHOTS ATTACHED AS OF TODAY. THIS IS RIDICULOUS! TERRIBLE MANAGEMENT. 
  
  Sincerely,
  
  Kashaela ******

  Business Response

  Date: 08/07/2024

  Hi there,
  We understand how there might be some confusion based on those screenshots. Your portal will only show the last 5 charges, no credits or corrections. On the backend, we can see both in the first screenshot we shared, and in this additional one, that the first late fee was reversed, and the second late fee from the delayed August payment was reversed.
  
  We truly do apologize for any inconvenience or miscommunication, but we are glad to have gotten it all resolved!
  
  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:07/04/2024

  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 have mold in my apartment that has been making me sick. I have reached out to management to get this fix, and after a year they have yet to resolve the problem.

  Business Response

  Date: 07/08/2024

  ******, 
  Thank you for taking the time to share your experience with us. Can you please provide the name of the community you currently live at so we can look into this matter? 
  
  Thank you, 
  Your Waterton ************* Team
  

• Initial Complaint

  Date:05/19/2024

  Type:Customer Service 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.

  Hello and good evening. For the past 2 1/2 months we have been trying to contact the manager of the apartment complex we lived at called *************, located in ******* **********. They are owned by Waterton. We are owed $155 for charged cleaning fees. The manager of the apartments is named *********************. ************** agreed to refund us the full amount of said cleaning fees. We have attempted multiple times to contact her via email with no success. I am providing the emails for your review. As per her email, on March 26, 202, she states she would be sending us a check, but till this day, May 18, 2024, we have not received anything. In addition, all correspondence we have sent are being ignored by *********************. We do not know what else to do or who else to contact. We are asking for our agreed refund so we can put this matter behind us. Thank you so much for your time and assistance. Warm Regards.*********************

  Business Response

  Date: 05/30/2024

  *****,
  Thank you for taking the time to share this with us. First off, we apologize for any inconvenience or miscommunication you experienced. We reviewed some records and we are glad to share that the team is currently in communication with the previous management company to ensure your account is adjusted. This process can take a bit of time, but please reach out directly if there is anything else we can assist you with.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21731882
  
  I am rejecting this response because: Hello and good afternoon. 
  We received a message from the manager of the apartment complex regarding the money owed to us, and we messaged her back, but we have not heard anything from her since that email. She has not messaged or called us to let us know the status of anything. 
  I am providing a copy of the email for your review. Thank you so much for all your assistance!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/13/2024

  Hi there,
  We are happy to share that  CBRE confirmed they processed the adjustment as of yesterday! 

  Please let us know if you need anything else. 

  
  Sincerely, 

  Your Waterton ************* Team

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21731882
  Hello and thank you for the reply.
  Could we please get some more information on when the check will be mailed out to us. The manager at the complex, *********************, does not respond to our messages. 

  Thank you for your time and assistance with this! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/08/2024

  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.

  Moved out of the ******************** property in Hollywood, **. They never sent me a bill and just forwarded my statement to a debt collector. I left here because of the multiple bug infestations, cockroaches, p*** stains on carpet hallways and mold which caused my asthma to be enhanced. Oh and lets not forget the toilet that they were told multiple times to fix and eventually busted and spilled f**** all over my bathroom floor. They charged me for all things that didnt make sense and when I asked for proof they couldnt provide any. I want the balance owed zeroed out for all of the emotional distress and health side effects that were caused by this property. Theyre liable and deserve to be held to it and not charge me at all. Shame on them! They should be paying my healthcare and therapy costs for what I suffered while living here. And for them to not even send me the bill and just send to a debt collector, no move-out statement nothing. Shame on them! Dont rent here

  Business Response

  Date: 03/13/2024

  ****, 
  Thank you for taking the time to share your experience with us and we apologize for any miscommunication on our end during your moveout process. Our records show that the community manager did provide photos of your unit in a dirty state following your departure, but if you have any questions about the proof provided a different matter, please reach out to *****, the community manager,. 

   

  Sincerely, 

  Your Waterton ************* Team

• Initial Complaint

  Date:10/10/2023

  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.

  ************** in ******** allowed ******* to enter my unit while on vacation against our will and after telling them to NOT enter. The servpro members closed the door to our bathroom, cutting our cat off from her food, water and litterbox. ****** the service manager of ******* is who let the Servpro member in to our unit. *************************** the manager or the complex will not physically let me in the office either and has frozen our online account preventing us from paying remotely either. So now, we cant pay in person, cant pay online or over the phone and **** / ****** wont even acknowledge the abuse to my cat let alone the duplicate charges and late fees accruing on our account. They are criminals, abusers and generally terrible people because they hide and refuse to communicate.

  Business Response

  Date: 10/23/2023

  *******,
  
  Thank you for taking the time to share your experience with us. We are so sorry to hear about the stress and discomfort you and your cat faced during this time. Here are the things we have done to rectify the situation, according to our records:
  
  1.      Worked with Servpo who has offered to cover the vet bill and cleaning of your damaged furniture
  2.      Unlocked your account and removed the late fees from the time period your portal was closed
  3.      Offered you an early release from your lease, which you have taken
  

  Please let us know if there is anything else you would like to discuss! 

   

  Sincerely, 

  Your Waterton ************* Team