Complaints

This profile includes complaints for Enclave at 127th's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Enclave at 127th

  32760 W 127th St. Plainfield, IL 60585

  
• 

  Enclave at 127th

  903 Commerce Dr Ste 250 Oak Brook, IL 60523-1957

  

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:09/12/2025

  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.

  This management team refuses to communicate or fix water damage. No Response on my final bill after move out Hung up on me while trying to get information Told to contact corporate representative as they refused to assist me Attempting to charge me $1,051 upon move out for issues I tried to address during my residency

  

  Business Response

  Date: 09/30/2025

  Thank you for the opportunity to respond to the complaint submitted by Mr. ****** *******. We take all residents concerns seriously and want to ensure a clear record of communication and actions taken. Below is our response to the issues identified:
  1. Repair Concerns / Water Damage
  Our records do not show any service requests submitted by Mr. ******* related to water damage during his tenancy. A review of his work order history does not reflect any such entries. We are committed to addressing maintenance concerns when they are reported, but in this case, there is no documentation of a water damage request.
  2. Final Account Statement (FAS) and Move-Out Charges
  Mr. ******** final account statement was prepared and emailed to him on September 12, the same day he contacted our office. On that same date, Mr. ******* also submitted a BBB complaint. Upon review, we identified two charges (related to cabinets and toilet seats) that had been noted on his move-in condition form. These charges were removed, resulting in a $100 adjustment to his final balance. The revised FAS was promptly emailed to Mr. ******** and full payment was made by Mr. ****** the same day.
  3. Communication
  We regret if Mr. ******* felt his concerns were not addressed in a timely manner. Our records reflect multiple communications with him regarding his move-out:
  8/22  Mr. ******* emailed requesting move-out information and expressed dissatisfaction with the office response.
  8/24  Mr. ******* acknowledged prior communication regarding his language but reiterated his need for responses.
  8/25  A voicemail was left for Mr. ******* answering his questions.
  8/26  A follow-up email was sent to confirm the voicemail and ensure his questions were answered.
  8/28  Mr. ******* acknowledged receipt of the follow-up email and provided his forwarding address.
  4. Resident Conduct
  We understand that disputes can be frustrating. However, Mr. ******* has previously used aggressive and inappropriate language in communications with staff. For example, in a service request dated earlier in his residency, his comments included inappropriate language directed toward staff. While we do not excuse any shortcomings in our communication, we also expect residents to maintain respectful dialogue with our team members.
  Conclusion
  We value all residents and strive to provide clear communication, prompt maintenance, and fair handling of move-out accounts. In this case, we have corrected Mr. ******** account to ensure accuracy, confirmed our communication timeline, and addressed the concerns raised. We remain committed to working with residents in a professional and respectful manner.

• Initial Complaint

  Date:08/28/2025

  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 tenant of one of ***'s properties called ****** in *******, **. The basis of this complaint is that certain promises were made including pest control, functional equipment including community grills, gym equipment, elevators to ensure I do not have to walk up 6 flights of stairs daily, etc.. and these promises were not upheld. Additionally there are multiple electric vehicle chargers attached to the building in the parking garages which cost an extra 50$ a month to reserve these parking spaces with the charger attached; however the price of the electric vehicle charging is being divided amongst all residents in the building including myself and JVM is keeping the extra 50$ a month as profit. This causes higher electricity bills than comparable-sized apartments and homes in the area, this is not in the contracts *** has with the tenants and they refuse to reimburse tenants or stop this practice.

  

  Business Response

  Date: 09/09/2025

  We are sorry to hear that a concern has been submitted and appreciate the opportunity to provide clarification. After reviewing our records and speaking with on site staff, we do not have a current or former resident or guarantor by the name of James Frost.
  
  Pest Control
  Ceylon provides professional pest control service once per month. This includes all common areas (such as residential hallways) and any apartments that have requested service during that round. Direct service to an apartment occurs either when management identifies the need and notifies the resident in advance of entry, or when a resident submits their own request.
  Amenity Spaces
  Residents have full use of all amenity spaces, including the community grills and gym equipment. While repairs may occasionally be necessary, we are not aware of any equipment currently in need of repair. Our maintenance team conducts regular inspections and promptly addresses issues that are either identified during those inspections or reported by residents. To ensure nothing has been overlooked, we are happy to conduct an additional inspection in light of this complaint.
  Elevators
  Ceylon has two elevators, along with stair access to each floor. One elevator is currently out of service due to a malfunction of the main drive. The necessary repair required overseas service, which has unfortunately extended the timeline beyond expectations. Repairs are anticipated to be completed during the week of September 25. In the meantime, residents continue to have access to the second elevator and all stairwells. We recognize that the reduced elevator access is inconvenient and have provided residents with regular updates on the status of the repair to keep them informed.
  EV Charging Stations
  The EV charging stations in the parking garage are tied to specific rental spaces. These spaces carry an associated premium and are assigned exclusively to the residents who lease them. Other residents are not impacted, as electricity for these stations is billed to the buildings common area meter. Each apartment home has its own dedicated electric meter through the utility provider, ensuring no shared or cross-usage of electricity among residents.
  
  We hope this response provides clarity regarding the concerns raised. Non-residents would not be privy to this information and can explain why they may have concerns as not having the information, access, or permissions for reporting as a resident would. We are happy to continue this conversation and address any additional matters once we can confirm the specific apartment or resident associated with this submission.

• Initial Complaint

  Date:01/30/2025

  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 signed a new lease with JVM Realty on 15Dec2024 and also signed 17 of 19 other documents included, but I will not sign the last two documents as they directly contradict the terms of the Apartment Lease Contract and they are not compliant with local and state Landlord-Tenant Laws. Now, the property managers are telling me that my lease renewal is not complete or valid unless all documents are signed and that if I choose not to sign or vacate the lease will renew on a month-month basis" at a higher rate on 07Feb2025.The two new forms are for a Pre Move Out Inspection Process and Restoration Fee Program and a Repair and Replacement Cost Sheet and they state that in addition to any damage assessed, your account will be charged a fair market Restoration Fee for the carpet and unit cleaning of your home and that Restoration Fee averages are based on normal wear and tear of carpet and unit cleanliness. It also states that charges will be applied directly to my account and are expected to be paid prior to your move out date.I spoke with the Assistant Property Manager on 16Dec2024 to discuss my concerns and was told that no fee would be charged until after the move-out inspection. I asked for this to be noted prior to my signing, and for it to be noted that assessed damages, beyond normal wear and tear, be itemized and deducted first from my security deposit, in order to align these documents with the Lease Agreement. The subsequent responses Ive received from the Assistant Property Manager and the Regional Manager have dismissed my concerns and reiterated that should [I] fail to sign the lease renewal in full along with not providing a 60-day notice to vacate that I will be subject to the financial implications of going month to month. I am happy with the Apartment Lease Contract and various Addendums I signed on 15Dec2024, but I should not be forced into agreeing to this as it conflicts with the Apartment Lease Contract and Landlord-Tenant Laws.

  

  Business Response

  Date: 02/24/2025

  As the resident/claimant filed a complaint with both the BBB and the MO Attorney General, our attorney reviewed the case and remitted feedback to the ************************* in response to Compliant CC-2025-01-****** JVM Realty. Our findings are that we are within our rights to make the changes to the lease as outlined in our renewal packet. Please contact the office as soon as possible to confirm what your decision is regarding renewal. Thank you!

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22875344
  
  I am rejecting this response because:
  I cannot be expected to sign documents that conflict each other, as well as both local and state Landlord-Tenant Laws.  And as both documents were presented to me at the same time, it is unclear which document would supersede the other.  If changes were being made to the lease, the lease should have been updated prior to generating my renewal packet and then the ambiguity would have been avoided.  There was no was notice or communication regarding any upcoming change, new process, or new fees by apartment management during any of our discussions prior to my receipt of the renewal documents, nor was there any community-wide distribution of these materials.  They were also not included with or even mentioned within the Lease Renewal Offer letter left in my door, which only included rates for paying for brand new appliances. 
  
  I first learned of this new program with less than 60 days remaining on my lease, so I did not even have the opportunity to provide a 60-day notice to vacate prior to my lease's expiration.  And it wasnt until 17Jan2025, over a month after signing the lease and bringing up my concerns with management, that I was first told me that they would not accept the lease I signed on 15Dec2024 because not all documents were signed.  The lack of transparency with this new program feels deceitful and the insufficient communication with this matter seems intentional in order to force me into a month-month lease and collect more money.  I have now paid an increase of around $600 for Februarys rent and expect this be credited back to me based on the lease I signed on 15Dec2024.

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

• Initial Complaint

  Date:12/30/2024

  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.

  I was a resident at *** property *********** at ******* apartment 708 from January 2021 until November 2024. In Sep/October 2021, we were charged a non-refundable pet deposit which is clearly stated in our Animal Addendum signed on 01/17/2021. Per Wisconsin state law, a landlord cannot charge a non refundable pet deposit. I spoke with the assistant property manager on 12/30/2024 and was told *** would not be refunding the deposit because it is a fee. The lease agreement clearly states in the special provisions section the following 8. SPECIAL PROVISIONS. The following special provisions control over conflicting provisions of this printed form:NO VISITING PETS ALLOWED. Cats/dogs require a non-refundable pet deposit of $300, per pet. Cats/dogs also require $20 pet rent - per pet, per month. Dogs require an additional $60 for DNA screening through Poo Prints. Full-blooded Bull Terriers (English, *************,American), **********, Rottweilers and Dobermans are not allowed. Mixed canine breeds must be approved. Fees for PooPrints violations will be assessed as follows: $150-1st offense, $250-2nd ,$350-3rd, & $350 and non-renewal of lease. I am requesting that *** refund the $300 deposit paid.

  

  Business Response

  Date: 01/29/2025

  Attached please find the following for the BBB claim for ****** and *****:

  Final Account statement 
  Ledger showing the credit 

  On 1/11/25, the Property Manager spoke with Ms. ****** and informed her that the check was being mailed to the forwarding address she provided on the **** She confirmed that that was the accurate address in writing.  The manager instructed Ms. ****** that if the check was not received within 7 days to contact the office as we were expediting the payment.  As of today (1/29/2025), we have not received any communication back that the check was not received.

  This case should be marked resolved.

  Thank you

• Initial Complaint

  Date:05/10/2024

  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.

  In October of 2023, I attempted to move in with a friend of mine, ******* ******** to an apartment complex called ***********************, in ********************. The complex is owned by JVM Realty Corporation. *******, the previous roommate, and myself how to fill out and sign a roommate amendment for me to become a resident. The apartment complex never signed their end of the roommate amendment, and therefore never fully approved me to live there. Though they never fully signed said contract, they added me as a resident in their internal system, and opened a credit account in my name, as well as collected rent from me. On April 30, 2024 ******* began the move out process with the apartment complex, and they gave both ******* and I, a final account statement stating that myself, ******* ********, and the previous resident/roommate *************************************, owe the apartment complex $1,202.56 due to damages. Furthermore, on the actual roommate amendment itself in Section 8 it reads "New Resident accepts the dwelling in the condition existing at the beginning of the Lease Contract term according to the move-in inventory signed by the original residents". The apartment complex is unable to product the move-in inventory document of the original residents because they never provided them with one, and never required them to submit one so they have no gauge of the damages caused. I have reached out to the apartment complex, and JVM Realty Cooperation to solve the issue directly, as I was never technically a resident.

  

  Business Response

  Date: 05/22/2024

  Thank you for reaching out, we are happy to help clarify any confusion. In review of the lease addendum adding you to the home, all signatures needed are present. The addendum is our contract, and all three parties requesting the change signed off on the agreement.  That is the legal requirement for this document. You moved in effective October of 2023 and the roommate identified as moving out did so at that time as well. You confirm in your statement that you resided there paying rent, and over the duration of your stay you provided the office service requests for the home as well as an inquiry wanting to transfer to an alternate home. All of these are indicators of your established residency.
  
  As a resident, a line of credit is opened by us to assist residents with positive rental reporting. By moving into the home mid-lease, you assumed all rights and responsibilities under the lease contract, to include move out charges if applicable. There is not a condition form on file as the original residents did not fill one out to keep on file.The apartment was accepted in as is condition. Upon move out, there were damages identified and documented with photographic back up to support the damages.You assumed the obligation to be jointly responsible for those damages when you agreed to move into the home.  I hope that clarifies any confusion you may have had regarding the process, or the commitment made when signing our agreement. We look forward to working with you and the remaining original resident in resolving the balance due on the account with us.

• Initial Complaint

  Date:04/06/2024

  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 signed a lease with JVM Realty on 14Nov2023, obtained and provided documentation of the $100,000 liability insurance, as required by the lease agreement, that same day. On 01Jan2024, a $13 fee was applied to my account and included as part of my monthly rent as I was apparently automatically and incorrectly enrolled in a Damage Waiver Program. I have been trying to resolve this issue with the local management office as well as the Regional Manager since then, to no avail. The Regional Manager has not returned my calls or emails at all during this time and now I have paid this erroneous fee four times, totaling $52. I never agreed to this fee and have fulfilled my obligations per the lease agreement I signed. This $13 Damage Waiver Program fee needs to be removed from my account/monthly rent going forward and the unauthorized charges for ******** February, March, and now April, be credited back to me.

  

  Business Response

  Date: 04/12/2024

  Hello *****,

  Thank you for outlining your concerns, we are happy to assist you through this process. Our company made a change earlier this year and now utilizes a damage waiver program. In advance of rolling the program out, we provided all residents communication on the program and steps needed to continue with their current insurance provider. If those steps were not completed by our residents, they would have been automatically enrolled in the program.

  If something was missed by our team, you will need to provide documentation to the site office team validating that you completed the necessary steps outlined above. Our Regional Manager followed up with you again today to see if you would like to forward that information she can review and provide communication on resolution for you, if applicable.

  Thank you for your time!

  Your Eastland Trails Team

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21539999
  
  I am rejecting this response because:
  The lease I signed stipulates that I must maintain $100,000 in liability insurance and nowhere in the lease does it state that automatic enrollment into any program can occur without my signed consent or that additional fees may be charged based solely on a written notice.  The communication regarding the Damage Waiver Program was apparently sent just two weeks after I signed my lease, before I had even begun moving into the unit, and was unfortunately missed during my move.  Again however, my lease agreement does not state that I may be automatically opted into a renters insurance program do to a failure to opt out of one.  In January, after seeing this charge and realizing what happened, I spoke with the site office team on a couple occasions in an attempt to get this corrected.  Since I had just signed a lease and provided proof of insurance, this enrollment seemed like an obvious mistake and one easily rectified.  They said they would reach out to the Regional Manager as she was providing exemptions on a case by case basis.  I did not hear back from anyone regarding this and then saw the fee again in February.  After additional following up with the local team, the Regional Manager contacted me on 26Feb2024 to discuss my concerns however, she was unavailable when I tried to get in touch with her to discuss the situation and I did not receive a response via phone or email until now, after filing this complaint.  I have been trying to get this corrected for four months now.  I never should have been enrolled into this program as I already have the required insurance and you cannot automatically opt me into a renters insurance program after contracting me to carry my own.  

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

  

  Business Response

  Date: 04/26/2024

  Dear *****, 

  In reviewing your concerns, we will be crediting your account for funds charged and discontinuing future charges for the duration of your current lease. The Regional Manager will be reaching out to you today to confirm. Please allow up to 3 business days for these credits to appear on your account. 

  Many thanks!

  Customer Answer

  Date: 04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/16/2024

  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.

  I have rented at Enclave at 127th in ********** **. I have received a collection letter for $2730.56. I have my final bill that I sent a check in the amount of $114.56. I had an 18 month lease that started 5/11/2023 and ended on 12/31/2023. We ended our lease due to distress with our neighbors below us. We were told by ***************************** the property manager of Enclave over the phone to record events in which we did and sent some of them to ******'s email. We weren't the only ones complaining. Our neighbors below us would constantly be fighting, slamming doors, playing music so loud we couldnt even hear our TV, smoking pot and even their pit bull bit one of her sons. We have had many sleepless nights and disruptive days. ****** had said it's easier to let us out of our lease than to evict someone on the voucher program because an organization would protest there again. ****** said when we move out that corporate was going to move in our unit so they can witness evrything and not renew thier lease. We have had other issues like had to buy our own dryer due to they didn't have parts or another dryer to give us because the dryer was burning our clothes. We also had clothes ruined because of dryer.cabinets in the kitchen had stain on them that wasn't dry yet so our clothes ended up with stains when leaning against the cabinets. Never did we receive or been offered reimbursement for dryer or clothes. Now that we moved out we receive a collection letter. This is unacceptable. Attached is our final bill with payment and collection letter.Our unit was moved into 5 days after we moved ,We can't be charged for the same month it was moved into by another renter. ****** has lied by telling us to just move ,that she will release us out of lease with no charges. We have recorded everything and have records of everything. Will be sending corporate a copy of everything. We also have pictures and videos of condition of apartment.

  

  Business Response

  Date: 03/18/2024

  Dear *******,

  After careful consideration and review, we have determined that the charges on your account are accurate. Here are a few items we want to share with you that were factors used to determine our response:

  Your original lease term was for 5/11/2023 thru 8/14/2024
  Our Property manager was diligently working with all residents involved to resolve the noise issues.
  There was never a time that our Property Manager indicated that you would be able to move out of your apartment without penalty. All early termination details are a part of the lease and had early termination without penalty entered into the conversation, written communication would have been relayed to you by our company to protect all parties.
  On December 31st, we determined that you had moved out of your apartment without giving notice or signing any paperwork. 
  You were never told that a corporate employee was going to move into apartment ***** to witness anything. The apartment has remained vacant and is still vacant as of today.
  They did not have to purchase their own dryer because their dryer was not working properly.
  We do have record that you contacted the office on two separate occasions to make noise complaints about the residents who lived below.

  We appreciate your bringing your issue to our attention and urge you to provide written communication to us that *** refute our current understanding of your issue.

  Thank you,

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21303959
  
  I am rejecting this response because:
  
  I do not accept the response from JVM. I did buy a dryer and I have the receipt due to them not having parts to fix. My wife ***** asked for an addendum to our lease about the dryer and that was a hassle to get, but we did get a generic one. Also again ****** said we would be able to leave whenever we want with no charges. Also ****** never said anything about signing any paperwork. I believe this is all bait and switch from a corporation. I have plenty of audios about the disruptive behavior of our neighbors below us. Obviously by the statement JVM responed had several people have been complaining  as well in which i have spoken to a couple of them when we lived there. I wonder if JVM records phone calls because that would prove everything.This was the first email that I received from BBB so I never had a chance to respond. 
  

  
  

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

  

  Business Response

  Date: 03/28/2024

  Dear *******, 

  We acknowledge you reported complaints regarding your neighbor. Our team did work to actively resolve these issues. No member of our team stated your lease could be broken without penalty or that you could leave without notice - we must all agree that unless you have written documentation from our team that shows our agreement to step outside the lease agreement, that this claim represents a misunderstanding on your part. 

  Regarding the dryer, our team's plan was to replace the parts needed when we were called to service your dryer. We were notified, emphatically, when discussing the issue with your household, that despite our plan to replace the parts and restore the dryer to full working condition, that the decision on your end was to purchase a replacement dryer and install. This was done at your option, only. We were informed that a member of your household had "worked in property management before" and that the request on your part was that a NEW dryer be installed and if that would not be done, you would be purchasing a dryer of your volition. It was noted, specifically in our system, on 6/7/2023 that the residents had opted to purchase their own dryer and place in the unit and that it was the resident's wish to document that they would be removing the dryer upon vacating the premises - a reminder to not charge the resident for the missing dryer. 

  Although we are disheartened by the experience that you had,we followed the terms of your signed lease agreement.  

  Thank you for taking the time to share your concerns.

• Initial Complaint

  Date:02/02/2024

  Type:Billing 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.

  We were sent an email on 12/1/2023 notifying us that we would automatically be enrolled in renter's insurance and needed to opt out by 12/22/2023 if we already have 3rd-party insurance. I sent in my request past the deadline (my fault), however I have had renter's insurance for the entire time I have lived here and they get a copy from my insurance company every year, so they should be aware that I am already covered. My opt-out request was rejected by JVM. The email JVM-Summit Ridge sent out did not specifically state that if you were automatically enrolled that you could not unenroll at any point during the year. You are required and legally obligated to disclose disclaimers in agreements and contracts associated with new expenses. I called our front office and expressed the following concerns.1. I have had renters insurance the last 3 years and a copy gets sent to you every year by my insurance company.2. No where in the email did it disclose that if you are automatically enrolled for this monthly expense that you cannot opt out at any time. I have several monthly expenses and you can opt out at any time. That is typically how it works. That is required to be disclosed in an agreement. 3. I asked if this new renter policy was in my leasing contract and they said no. However, they stated it fell within the 30-day notice policy for changes, but that doesn't add up because we were sent an email on 12/1 with a 12/22 deadline, that is not 30 days. 4. I have had previous experiences with this company trying to share our information with cleaning companies or charge random expenses. They shared our information with a local cleaning company, and I get nonstop emails from them (not 100% sure, but I don't think its in our contract where they have the right to share our information, could be wrong).Also, first when I moved in, I was told all *********** were paid and good to go. I randomly got an email from them a year later that I owed $100 from move in.

  

  Business Response

  Date: 02/07/2024

  Dear *****,
  

  Thank you for bringing your concerns to our attention and we are happy to help clarify these.  The renters insurance requirement was in place when you moved in, however, effective January 1st 2024, it was replaced by a damage waiver program. All residents were notified ahead of time of the change, as outlined our responsibility in the lease contract. These notices were sent on December 1st and the new policy went into effect January 1st, providing the required 30-day notice. All residents were given opportunity to opt out of the program and keep their insurance through the end of their lease contract. The notice was clear in communicating that opt outs needed to be executed by the deadline. I am sorry to hear that opting out was your intention and that you were not able to submit the necessary requirements before that deadline expired. You will find that the damage waiver program will provide you a sense of security, that should an incident occur that resulted in extensive damage to the apartment or building, you will be covered.
  
  Regarding your concern about the $100 charge, your ledger was reviewed and it was found that your pet deposit was billed at the time of your move in, but never collected. In a system audit this was caught, and the amount was then transferred to your ledger to collect. You did pay the amount due at that time and your account is satisfied under the terms of the pet agreement. We apologize for the system error in it not billing it at the time of move in, and any inconvenience that *** have caused at that time.
  
  If there is anything further we can assist in clarifying, we are happy to help.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21237773
  
  I am rejecting this response because: it is clear in my lease agreement that if I meet the following requirements 1. Have $100,000 in liability insurance. 2. Provide Proof of Insurance 3. Notify a change of my insurance policy with in 30 days than I can carry my own insurance. I confirmed with my insurance agency and they sent my new insurance policy for the year on 12/22. You have on file my insurance from the last 2-3 years and are well aware that I carry my own insurance and it was approved by JVM in my leasing agreement. You can't automatically opt me into renters insurance when it's in my contract that I have my own and my agency provides proof every year. Can you show me where in my renter's insurance policy 1. I agreed to additional expenses and charges based on a written notice for renter's insurance 2.a written communication (email) can change or nullify our original legal agreement for renter's insurance. According to my agreement, I am meeting all the requirements that we agreed upon in my leasing contract. Failure to uphold this part of our contract is a breach of our legal agreement. 
  
  Sincerely,
  
  ************

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  I filed the following Complaint #********. The business did not respond to my rejection request through the BBB website, but they did contact me via phone to resolve the issue. Is there a way to close the complaint?   

  Sincerely,
  
  *****************;  

• Initial Complaint

  Date:08/22/2023

  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.

  Since I moved in mid-2018, I have lived in Avant at the Arboretum (***********************************************) , which is located in *****, ******** and managed by JVM Realty Corporation. Recently I moved out of my unit in July, which is earlier than the end date of my contract (mid-Aug), and returned all keys to staff on the move-out date. Because I no longer had access to the unit, I discontinued my renters' insurance a day after my move-out, thinking that I was not obligated to enroll in apartment insurance. However, later I was billed to pay a $50 fee for July because I was not currently insured in the apartment system. Unfortunately, I didn't get much information from the staff on the move-out date. A few days later I quickly re-activated my insurance to avoid an additional fee for Aug. While I communicated with an insurance agent, I realized that my coverage was not interrupted due to a quick re-activation. Thus, I sent proof of my continuous insurance coverage to one of the staff who promised to look at the dates of coverage and what records the apartment system has. However, I haven't received any update since then. At worst, I got another $50 fee for Aug. Of this happening, I lost my trust in the apartment system charged to me due to the interruption of renters insurance. After a few emails and phone calls, I finally got a refund of $50 for Aug. However, staff kept telling me that the system was interrupted in July, and thus no refund of the July fee, which I don't understand. Another issue I had regarding my move-out was the fee estimate for furniture removal. While I kept asking for the approximate estimate, any of the staff did not provide it. The only estimate I got was $50 when I got an inspection a few days earlier than my move-out date. However, they told me I was confused with the fee so I had to pay $100. Since I don't have any proof, I don't know how to respond to this issue.

  

  Business Response

  Date: 09/09/2023

  An adjustment was made and communicated to the resident on 8/22/2023. We believe the issue to be resolved. Thank you!

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20509259
  
  I am rejecting this response because:
  

  The adjustment made on 8/22/2023 from the final account statement on 8/11/2023 was only for a refund of $50 charged for the Aug ***************** Admin Fee. What I want to get refunded is 1) the $50 I paid for the July ***************** Admin Fee and 2) a $50 furniture removal fee.

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

  

  Business Response

  Date: 09/20/2023

  Dear *******,

  Upon your pre-move out inspection with *****, you asked what the fee would be to remove a couch (futon) and ***** stated it is $50 per item. When you surrendered the unit, you left additional large items that required removal, including a bed frame, box spring and mattress/
  
  Regarding the $50 insurance fee, insurance did lapse in coverage in July and why this was not removed. The insurance was valid in August and the charge was placed in error and why we removed the August charge only.
  
  Thank you. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20509259
  

  Dear Avant Staff,

  I am rejecting this response and I'd like to make a few points:
  

  1. When I first asked the office staff about the estimate for furniture removal, I made clear about removing one bed (a bed frame, box spring, and mattress) and one futon. However, he did not provide any in a written form or verbally. Instead, he told me I should contact maintenance staff (*****).

  2. Upon my pre-move-out inspection with *****, I clearly stated about removing one bed and one futon because the two items were too heavy for me to disassemble and dispose of. It is absurd to say that the additional large item I didn't mention for removal is the bed. 

  3. When I first found the $50 insurance fee charged in July and emailed Avant, **** responded "This gets billed to you at $50 a month if you are not currently insured in our system". Thus, I re-activated the insurance policy and was informed by an insurance agency that my coverage was not interrupted. Then, only your system showed a lapse in insurance coverage. Furthermore, I have not received any follow-*** with the charge, which were promised by staff. 

  4. The issue is that the same system charged another $50 insurance fee in August even though I had already re-activated my policy in July. Per your saying, ************** was valid in August and the charge was placed in error". Avant system did not automatically detect the error and corrected it. I found it myself and called Avant to correct it. Then you removed the August charge only. 

  5. Based on this inconsistency in your system, how can I trust it and Avant in general?

  5. Finally, when I gave move-out notice several times in emails and in-person office visits, there was no reminder to keep the insurance policy till the end of the contract date (I thought no more responsibility when I moved out and returned all keys).

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

• Initial Complaint

  Date:08/17/2023

  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.

  There was a water leak that had happened in March because of the pipe behind our washer. We contacted JVM to remedy this, the water leak had gotten under the carpet and in the drywall. Without testing if there was mold that had grown JVM opened the walls. Their maintenance teams added dehumidifiers and fans that we lived through and instead of replacing the carpet they cleaned the carpet and just put it back not addressing any of the mold or moisture that had grown.We didn't think of it at the time as we just expected JVM to have handled the problem professionally and to the full extent that the repair needed to be done. But as the months progressed my girlfriend and I continuously and mysteriously got sick over the months. Ear Infections, Allergies, Strep, and tonsilitis. We originally had informed them we believed we had an issue with mold on June 20th, to which JVM didn't respond. We had to pay out of pocket on the 28th of June to have a certified professional in mold check for mold. It was found there was high levels of toxic mold under the carpet, and there was uninhabitable amounts of toxic mold in the air. They didn't address the mold until July 5th this was after we proved the problem and all they did was bleach the carpet, and clean our air vents we agreed we would test for Mold again after. And after the test there was still toxic mold in the air, JVM however said these were "livable" levels of toxic mold. Despite our mold professional saying that remediation was not properly done and that was not livable levels of mold. The before and after mold tests are included as well as the letter head from our professional.We have been unable to live in the apartment for now two months as JVM is only offering that we move to a smaller apartment at the same rate, and only 1 month compensation for all of our damages, and is only offering this if we sign all liability away. This is nothing short of criminal.

  

  Business Response

  Date: 08/21/2023

  Dear ***,
  
  We are sorry we have been unable to come to an agreement as to a mutually acceptable resolve to this issue. We put a lot of thought into the terms of our efforts to fully address your concerns, and do feel our offer to you was well within reason. We recognize that sometimes,despite everyones best efforts, parties may not be able to find common ground.We appreciate your feedback and wish you well in your future endeavors.
  
  Sincerely,
  
  Your JVM Team