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:07/02/2025

  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 have been living on the ****************************************** complex since January of 2025. The day I moved in I provided my renters insurance to the property manager. Since then I have been charged $14 every month. I have gone into the office at least 5-6 times to have the issue rectified. I was advised today that I needed to reach out to a third party vendor to have the insurance removed but they could not remove the past fees. When I did reach out to the vendor they advised me that they could not accept my insurance because the interested party was incorrect. I would like to be reimbursed for the months that I had to pay renters insurance as this was a fault of the property manager and other staff in the leasing office. In addition since I moved in I have had a slew of maintenance issues, from leaks, to inoperable appliances and missing/broken screens (patio and bedroom). I was promised by the head of maintenance that I would receive a $100 credit because they installed a faulty dishwasher and had to come back 4 times because it was either leaking or installed improperly. I have tried to reach out to corporate but have not had any luck with getting someone on the phone. I would like these issues resolved and addressed immediately as I have done my due diligence as a resident and should not be overcharged.

  

  Business Response

  Date: 07/04/2025

  Thank you for reaching out and taking the time to share your concerns. We sincerely apologize for the inconvenience and frustration youve experienced during your time at *******************************************
  I will be discussing with the team at ******* on Monday to address these matters directly and ensure they are properly resolved.
  Regarding the renters insurance, please note that we partner with a third-party provider to manage liability coverage. In order to avoid future charges, youll need to update your current insurance policy and submit it through the required portal with the correct "interested party" listed. Were happy to walk you through this process to ensure everything is submitted correctly moving forward.
  In the meantime, I will waive the past insurance charges as a courtesy, given the confusion and multiple attempts you've made to resolve this through the leasing office.
  As for the outstanding maintenance issues, we want to make sure everything is addressed promptly. Our Regional Manager will be reaching out to you next week to follow up personally and ensure all items are in the system and scheduled for completion.
  We appreciate your patience and diligence as a resident, and were committed to getting these issue

• Initial Complaint

  Date:06/05/2025

  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.

  Over 7 years abo I rented an ********* from a property called ********. After I left, I owed them money. They garnished my wages, but the company apparently went defunct before they finished. My debt is now held by the company in the complaint. When I go to rent a property I am told I still owe money from the Westlake rental. I wish to pay it off. The company in the complaint is the new owner of the old Westlake properties and also holds my debt I have contacted them several times and most interactions have had no response. I cannot rent a property untill i pay off this debt and they now refuse to contact me. My credit report does not show this debt. Potential renters, however, can. With this unpaid debt on my record, I cannot rent a property. I simply wish to pay off this debt.

  

  Business Response

  Date: 06/05/2025

  Good evening,
  Thank you for reaching out. I'm sorry to hear you're experiencing issues; however, we do not own or manage Westlakes Apartments, so unfortunately we are unable to assist with your debt-related concerns.
  We wish you the best of luck in getting this matter resolved.
  

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23430228, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  When I spoke to a representative on site, they confirmed that they did indeed manage that property.  The last time I applied to rent an apartment,  I was informed that in their due diligence they saw a debt owed by me to this company. They gave me the name of this company. I didn't just wake up one day and pull a name out of a hat. Your company was named. A representative of your company informed me that Westlake is being managed by you. They took my name and number and said they would get back to me. They never did. Then they had the security guard who escorted me up to speak to them disciplined for allowing me up into their office. All phone messages ignored. I can no longer speak to anyone without making an appointment but that is impossible because after multiple calls no one responded. I will need something official in writing that do not owe your company money so that next time I attempt to rent and your name comes up I have something to prove that I have no debt with you.
  
  
  
  Regards,
  
  
  
  Andrew Eichholz

  
  

  

  Business Response

  Date: 06/09/2025

  Yes, you're correct — Flaherty & Collins managed Westlake until 2018. However, we did not own the property during that time. Typically, any bad debt remains with the property owners.
  I’m currently working on gathering the relevant information, including the contact details for the ownership group, the attorney, and the collection agency we utilized during that period. I’ll share those with you as soon as I have them.
  Thank you for your patience. Thanks!
  

  

  Business Response

  Date: 06/12/2025

  Good afternoon: Below is the contact information for the Attorney & Collection Agency

  Attorney:

  Landman Beatty: 317-236-1010

  FCO Collection Agency: 877-324-7959

  I hope this helps.

  Thanks!

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23430228, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  the collection agency phone number hangs up after a few rings. i found their website and tried other numbers on the site and the same thing happened. to log in to see my debt i need an account number for the debt.  i will need that sent to me.
  
  
  
  Regards,
  
  
  
  Andrew Eichholz
  

  Customer Answer

  Date: 06/16/2025

  the number they gave for the attorney has been disconnected

  

  Business Response

  Date: 06/19/2025

  Good morning Is this something that is showing up on your credit report? Did you have the opportunity to reach out to the collection agency or legal? I'm happy to discuss this over the phone if it would be easier. My phone number is 317-315-9118

  Customer Answer

  Date: 07/01/2025

  This matter is not resolved.  I was not asked to mark this matter resolved.  I still need help with this issue.  Please restore this complaint to active.

  Customer Answer

  Date: 07/03/2025

  they just texted me after i left a message that they will get back to me Monday.  I informed them if i recieved no response that I would mark this issue unresolved with the BBB.

• Initial Complaint

  Date:03/21/2025

  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.

  I rent an apartment at ********************************* at ***********************************. IN ***** owned by Flaherty & Collins Properties. When I moved in 3 years ago I was told that they have janitors that keep the common areas clean in the complex. That was obviously a lie. This complex is filthy. I've complained, emailed, spoke with the managers. They just give us excuses. They allow homeless people into the complex and they tear the place up. Management is rarely here on the property. The floors here are absolutely filthy, the elevator is filthy. The glass doors are filthy, etc. ************** has closed off our Community Room, the Fitness Room, etc. They told us they had areas to recycle cardboard, etc. They closed that off. Everything they promised us has been taken away. I pay $855.00 a month for rent and I take care of my apartment. But now all the perks have been taken away. This is a 55 year old and up property and we are senior citizens. We have been lied to and treated very unfair. The stairwells are filthy and have bugs everywhere. I have consistently sprayed my apartment every few months so I don't get bugs. That was another thing they promised, pest control monthly. They don't do that. Me and most of the residents are so weary of this. We really just can't up and move due to finances. We just want them to do what they have promised and please keep this complex clean. PLEASE CHECK ON THIS. Thank you for attending to this.

  

  Business Response

  Date: 03/25/2025

  Good afternoon.

  Thank you for reaching out to us with your concerns.  The Regional Property Manager and I were at ********************************* today to walk the building and gather information.  We will have housekeeping at the property for the next 2-3 days to address the cleaning needs.  The Regional Property Manager will be back on site on Friday to ensure the building is clean and looking up to standards of Flaherty & Collins.

  I understand that there have been some issues with the homeless population in the area.  Although I cannot share specific details, please know that we have been working with the court system in regard to what we believe to be the cause of this issue and are hopeful that you will start to see this issue being eliminated in the very near future.

  The Community Room and Exercise Rooms were locked for a timeframe in an effort to help combat the issues that we were facing with the homeless population.  These spaces will now be available again 24-hours a day. 

  After receiving fees from the city for cross contamination due to garbage being placed in the recycling bins, we did remove the recycling bin.  We are working on a solution for this.  Pest Control is contracted to come to the property every month.  If you have a pest control need, please let us know and we will ensure that it is addressed.

  Again, thank you for reaching out to us with your concerns.  We are working to address all of them.

  ***** ******

  Director of Affordable Management

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising 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.

  This is the owner of the apartment I rent from I have had broken kitchen drawers for 3 years they have fell smashed my fingers and crash my kids the business is unresponsive and haven't fixed my drawers properly they have rigged them before and the fell again this has been going on for 3 years the drawers are not safe

• Initial Complaint

  Date:12/12/2024

  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.

  Property name is on uploaded documents. When I moved in originally on 10/1/21 for 1 bed wDen in less than six months I gave them an upsell to a 2bed 2bath on 7/26/22. There was no dated CA Electric fee then or water bill in several months in arrears when they began leasing. Renewal on 7/26/23 to 10/25/24 still did not reflect dates of CA Electric just flat rate.We gave notice on 7/13 although final account statement says 8/22. Prorated rent due $2359 included Billing fee, CA Electric and water. We paid on time. Then we got another separate bill stating we owed $43.60 which we paid on 10/10. Aliyah told us this was due to final water bill although it included *********** and Billing fee *********** statement included two each billing fee, CA Electric Fee, Water and Sewer. No other downtown Cincinnati apartments charge water this many months delayed. The previous bill should be paid by future tenant. New tenant moved in Nov 2, so why do they get a fresh start when I am charged up unto end of lease date? Why is Flahery purposely withholding billing for utilities then adding them to final statements - thus keeping tenants deposits? There is no explanation as to why the CA eclectic should ever be back dated as this is a fee they choose to charge tenants whether they use the common areas or not. Why is there a billing fee when they chose to accept payments by portal (which I pay via ACH) and not credit ******** tenant received fridge when we received a damaged fridge. Upon move out inspection, the manager ****** ********* wasn't even aware that our apt was given to us not in move-in ready condition. Move out inspection date was 10/25 and I gave her updated mailing address in presence of maintenance, but they stated on 12/03 they didn't have.Due to these questionable billing practices, we are asking for full refund of our deposit minus carpet since we cannot prove condition. Other photos will be uploaded of paid statement, emails and bills.

  Customer Answer

  Date: 12/14/2024

  I have more documents if needed

  

  Business Response

  Date: 12/30/2024

  Dear Mrs. ****** *****-*******,
  Thank you for bringing your concerns to our attention. We take all tenant feedback seriously and aim to address any issues promptly. We would like to provide clarity on several points raised in your complaint.
  

  Common ***************** We understand that billing for the common area allocation can sometimes be confusing, especially when there are delays or adjustments. The electric utility charges you referenced, specifically the CA Electric charges, were indeed billed based on your final date of occupancy, 10/25/2024. No CA charges of any kind were assessed by us or paid by you after this date. The final CA charges reflect the dates of 7/23/2024 to 10/25/2024, and upon move-out, these charges were deducted from your $400.00 security deposit. We have no record of any payments made by you after 9/29/2024. At your request, we are happy to provide a copy of your resident ledger.
  

  Other Utility Charges: Regarding the consumption-based water and sewer charges after your move-out date, we can confirm that we assess utility costs based on actual consumption up until the move out date. As per the lease agreement, specifically the utility addendum signed by you on 7/26/2022, we are required to bill for utilities through the end of your lease, which includes any delays in processing the final utility readings. Again, no utilities were charged to your account past your move-out date of 10/25/2024. All water/utility charges reflect only your usage. These dates are reflected on your final account statement, which we are happy to provide an additional copy at your request.
  

  Refrigerator Condition: We apologize that the condition of the refrigerator did not meet your expectations upon your initial move-in. While we acknowledge that a small dent and two minor scratches were noted in your move-in inspection, we did not believe these minor imperfections warranted a full replacement. Additionally, we do not have any record of a request from you for a replacement during your tenancy. It is our understanding that any issues highlighted in your inspection report were addressed by our team, and we have not received further communications from you about these items during your 26-month occupancy in apartment #****. Since your move-out, the refrigerator has remained in good condition and has not required replacement.
  

  Move-Out Inspection and Address: We apologize for the confusion regarding your updated mailing address. While we have a copy of your signed notice to vacate form, unfortunately your forwarding address was left blank. We are happy to also provide a copy of this form at your request.
  

  Security Deposit Refund: We understand your request for a full refund of your deposit, minus the carpet charge due to pet damage and high traffic stains. We assure you that any deductions from your security deposit are made in accordance with the lease terms and state regulations. Should you require further clarification, we are happy to provide an itemized list of the deductions made, along with photos, and staff observations of the apartment during the walk through with you.
  

  We appreciate the opportunity to address your concerns and are committed to resolving this matter in a fair and transparent manner. If you would like to discuss this further or have any additional questions, please feel free to contact our 4TH & Race Property directly. We have valued your many years of tenancy with us.
  Sincerely,

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

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  You replied with business talking points and restated information I already provided via uploaded documents.  You never addressed why all of a sudden you started placing dates on CA Electric usage and why both (Including water and sewer) are presented for payment to tenants several months in arrears.  This allows you to keep deposits made which is a horrible business practice that no other downtown property does.  
  

  i did ask for a fridge replacement, directly from manager, so that is a lie.  You have no record because she chose to ignore my request.

  the fact that my old next door neighbor also broke her lease just after recently renewing proves that your rental practices are horrible.  And when people read my complaint, they will reconsider renting from your other properties.  All of my uploaded documents back up my justified complaint.

   
  Regards,
  
  ****** *******

  
  

  

  Business Response

  Date: 12/31/2024

  Good morning, I apologize that my respond did not answer your question, and that your time at 4th & Race is not what you had hoped for. We strive for all of our residents to enjoy their time at any of our properties. Regarding utilities billing, this was all explained on the utility addendum that you signed prior to moving in. When it comes to the actual billing, we billback as we receive the utilities bills from the utility provider. We would love to make this right for you, as I have spoken to ****** our Property Manager regarding this matter, can we set up a time to discuss further?

  Thanks!
  

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  You are correct regarding utility addendum to a small aspect of my complaint, nothing in regards to CA electric back billing.  So, yes, I would love to meet and educate you on common tenant rental billing practices that you are not in alignment with regarding the rest of your downtown ********** properties that compete with you.
  
  Regards,
  
  ****** *******
  

  

  Business Response

  Date: 01/18/2025

  Good morning.

  While we appreciate your offer to meet and discuss this further, I do not believe a meeting would provide additional resolution at this point based of your respond, utilities and billing method have been vented through legal. If you have specific points, you feel are not aligned with our policies or practices, I am happy to set up a time for you to discuss with our legal departments, 
  Our goal is to maintain clear communication and ensure fair practices for all our residents. Please let me know if there is anything else we can assist you with.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I appreciate you sending me to your legal ***** but I am not satisfied with your course of action.  Hopefully, you will eventually evaluate your practices of taking deposits with no plans of ever returning them back due your desire to back date by several months certain charges to tenant accounts when they move out.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:08/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live at ********* are lease says our mail is picked up by them and brought to us .But they will not pick it up have the time we ***'t get mail on Saturday now it is whenever.They *** have anyone that will continue to work for them We ***'t have cleaning service for the building. They won't even let us be in hall talking this is not a nursing home but we are treated as it was

  

  Business Response

  Date: 08/15/2024

   

  Good evening. I hope this message finds you, I understand your concerns and want to make sure we address them. To make sure you better understand the upcoming change we have outline the below regarding mail delivery. 

  Effective 9/1/2024, our management office will no longer be able to pick up mail or packages from the *********** on behalf of residents.This decision has been made due to liability concerns and scheduling constraints that prevent us from continuing this service.
  We understand that this may be an inconvenience, and we apologize for any disruption this change may cause. To ensure that you continue to receive your mail and packages without issues, we recommend the following:
  Ensure Accurate Addressing:
  Please double-check that all your mail and packages are correctly addressed with your full name and apartment number.
  Use Package Delivery Services:
  Consider using package delivery services that offer secure drop-off options or scheduling deliveries when you will be home.
  Sign Up for **** Services:
  Utilize the **** Informed Delivery service to get notifications about your mail and manage delivery options.
  Communicate with Senders:
  Inform friends, family, and any businesses you regularly receive packages from about the change to ensure they have your correct delivery information.
  We appreciate your understanding and cooperation as we implement this change. Our goal is to maintain a safe and efficient living environment for all residents. If you have any questions or need further assistance, please feel free to reach out to me directly, ********** or ******************

• Initial Complaint

  Date:08/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I. I live in a rental unit, **** *********** ** ** ***** *********, owned by Flaherty & Collins (F&I). The landlord (F&I) introduced a new monthly fee ($14), which appears to violate the lease agreement. Last winter I requested the management office staff to show that the landlord had a legal right to hold me responsible for the fee and received no answer.
  
  II. Scanned supporting documents:
  (a) Letter from **** ********** Management (Dec. 1, 2023, pp. 1-3, PDF file).
  --It was about changing the lease agreement by adding a new addendum (p.3). I decided not to sign and return the addendum.
  (b) Clause XXVI, p. 11, in my current apartment lease agreement prepared by the landlord
  --Clause 26 states that a change to the lease agreement does not take effect unless signed by both parties.
  (c) The most recent bill from the property manager, demanding the payment of $98, $14 monthly fee for 7 months.
  (d) My email exchanges with the F&I regional property manager (5 pages).
  --I requested an answer on the legality of the new fee (I did not sign the addendum). The manager did not respond to my last email (p. 5).
  
  III. I request Flaherty & Collins to issue to all residents as of December 2023 a short letter with the manager's name and signature that replaces the Dec. 2023 letter. The new letter will confirm (1) and (2) below:
  (1) The tenant has a right not to accept the new addendum and therefore the landlord will retract the two sentences, (i) & (ii), from the Dec. 1, 2023, letter.
  (i) “Please return the attached addendum regardless of policy coverage status to the office by Friday, Dec 15th, 2023. Failure to comply will result in further actions taken.” (p. 1 of the letter)
  (ii) “The Damage Waiver Addendum is required … If we do not receive a completed waiver by the date above, we will follow up accordingly.” (p. 2)
  (2) The new addendum does not apply to the tenants who did not sign and return the addendum and who did sign and return by mistaking it as required.

  

  Business Response

  Date: 08/12/2024

  ********,

  Good afternoon. Thank you for reaching out. I'm hoping I can clear up some of the concerns or questions you have regarding our Liability program we rolled out to the sites as we have made some changes to the policy in regards to how it is being managed. We have brought in a 3rd party company to manage the resident's liability program, as well as offer a damage waiver program for residents who want to enroll. Notices were sent out to all residents about this program and what they would need to do if they would like to OPT out of the program. It looks like you may have missed this step to OPT out of the program which is resulting in the $14 charge each month. This is an easy fix, please see below instructions on how to do this.

  How to opt out of Resident Liability Program 
  Update your current standalone third party liability insurance policy and submit to *********************************
  Each policy must include the following to be excluded from the Resident Liability Program.
  List all leaseholders as stated on the lease agreement
  Name the rental address as stated on the lease agreement as the insured location
  Carry $100,000 minimum limit of liability for the landlord’s property
  Contain start and end dates
  Contain a policy number
  Additional interest must be listed as the following:
  FLCO – {{PROPERTY
  NAME}}
  **** *** ****
  ******* ****** ** *****
  [email protected]         
  
  Once this is completed, we can remove the fee. Please let me know if you have any other questions.

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Thank you for your reply.The reply does not address my complaint meaningfully, however. What you suggest was already done and the outcome (was a failure) reported in my email exchanges with the regional property manager last winter (attached file in my complaint: my Jan. 30 message,1st paragraph; Jan. 31 the managers reply). What happened was that the opt-out website blocked my insurance information submission for the reason that I did not tick a box to grant the landlord broad authority to impose the new fee, which went outside of my current lease agreement.
  
  I decided not to sign and return the addendum in the Dec. 2023 letter. Therefore, I am not bound by the addendum and have nothing to do with Flaherty & Collins third-party contractor or opt-out website. I am asking Flaherty & Collins the same question: How can I, a tenant, be legally held liable for the new monthly fee for the service that I did not sign up? My current lease agreement does not contain the fee clause. I have been sending the building management office my rental insurance information every year in compliance with the current lease agreement.    
  
  Your reply does not contain your name. Are you the Flaherty &Collins officer who wrote the Dec. 2023 letter?

  

  Business Response

  Date: 08/15/2024

  Good morning. I received all your attachments which looks like it covers everything you need in regard to this program. Please let me know what is needed further, as stated in the previous email, as soon as you are able to OPT out of the program and show you are compliant with your insurance we can remove your fee. Also, confirm insurance would be happy to walk you through each step in their portal if that would help. Below is their contact information. *********************************************  
  
  

  Thank you!
  

  Customer Answer

  Date: 08/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  This second response is essentially the same as the first one, not addressing my complaint meaningfully. This Flaherty and Collins officer is avoiding answering my question and repeating the empty suggestion.
  
  How did this seemingly minor event come about? (All supporting documents/evidence are in the attached file of the complaint.)The event started with a three-page letter from 2700 University Managementsent to all tenants on Dec. 1, 2023. It was about changing the current lease agreement by adding an addendum to introduce the Damage Waiver Program. The new program, with a monthly fee of $14, will offer the tenant protection from the landlords future legal claim for the maximum of $100,000 if the tenant is held liable for the damage to the landlords property. Because the landlord strictly enforces a rental insurance requirement with a penalty under the current lease contract, I see no benefits to the existing tenant from the new ********** current renters insurance costs $6 per month and covers $300,000 of my personal property as well as property damages to the landlord, for example. The landlords letter states: The Damage Waiver Addendum is required to be signed by all residents listed on the lease and returned and Please return the attached addendum regardless of policy coverage status to the office by Friday,Dec 15th, 2023. Failure to comply will result in further actions taken. If the tenant signs up for the Damage Waiver Program as the landlord orders to do, the tenant is invited to ask forgiveness of the $14 monthly fee to the landlord by uploading the renters insurance documents online and pushing the button to accept this statement. I understand that ALL requirements of the lease agreement must be met in order to be approved for removal from the Resident Liability Program. Evidently, its not all about having insurance to win forgiveness for the monthly fee.
  
  No other landlords to this date have given me a crudely worded letter, which disregards the tenants basic rights, as Flaherty and Collins. The lease agreement is a voluntary contact between private parties and the landlord cannot require tenants to consent to a landlord proposed change in the lease agreement. Also, my current lease agreement states that any change in the agreement is not binding unless signed by both parties (Article 26).
  
  I have chosen not to sign and return the addendum. But you, an F&C officer, still ask me to upload my insurance documents to the website to get a fee exemption under the Damage Waiver Program.I did not join the program, and I need not beg F&C to forgive the monthly fee.Instead, I just point out that your company has no legal right to collect the fee from me under the current lease agreement. This brings me back to the same question I asked you. How can I, a tenant, be legally held liable for the new monthly fee for the service that I did not sign up? Also, may I ask the name, title, and contact information of the person who wrote the December 2023 letter and was responsible for the new program? That important letter to tenants did not come with the name and signature. I would like to ask what the person exactly meant by those intimidating words in the letter.
  
  I will see my complaint settled when I, along with my friends, in 2700 University receive a short letter with the name and signature of your company officer replacing the December 2023 letter in a manner explained in my complaint. Thank you again for your consideration.
  
  Regards,
  
  ******** ****

  
  

  

  Business Response

  Date: 08/29/2024

  ****,
  
  Good afternoon.
  I understand you feel that your complaint is not getting resolved and there still may be some miscommunication, however, I think a phone conversation is also merited given some miscommunication on
  the program and the letter you received back in December 2023. Again, we did
  not change a policy, we changed how we will be monitoring insurance
  along with when residents let their insurance lapse. However, residents can
  enroll in a new program as a perk of this and pay the $14.00
  monthly. For those residents that would like to keep the liability insurance
  they have through a 3rd party company, they can, they just need to
  go through the proper steps. The reason you were charged the $14.00 was due to not having your insurance uploaded which in turn looks like you lapsed in your policy. Which I am removing the fee due to the issues you are having. I do want to make note that you are currently on a month to month lease, in order to renew you would need to sign this new agreement before renewal.  The team at confirm insurance is happy to help with this as well. They can walk you through each step to ensure a very easy process. We have seen great feedback and enrollment from the residents at 2700. I
  hope this email will help and I appreciate you understanding and for being a valuable
  resident.  If this email is still not what you are looking for, we will need to set up a phone call to discuss and we can follow up in writing after.

   

  Lastly, the letter that was sent out in December came from Management (below is my contact information), however, was reviewed by legal along with POPIC/Confirm insurance.

  Thanks,

  Sarah ********
  
  ************
  
  ******************

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  This third response does not address
  my complaint meaningfully. For three times this F&C officer avoided
  answering my questions and offered the same empty suggestion, leading me to
  suspect that the officer is not authorized to answer or discuss substantive matters.
  Holding phone conversations with this person may not be productive, therefore. Instead,
  my complaint should go to a senior manager who can answer my questions and act
  accordingly.
  
  I doubt the officer’s claim that
  the whole purpose of the December 2023 letter was moving the insurance
  monitoring method from paper/email submission reviewed in-house to online
  submission managed by a vendor. If true, this would have been done in a much simpler
  way, for example, by modifying the wording of the insurance requirement section
  of the new lease agreement whenever the tenant’s current lease expires.
  
  Repeating what I wrote before, last
  January I had the required rental insurance, tried to upload my insurance
  documents online, and failed. I discovered that the website was programmed to prompt
  the tenant to press the button to accept this statement: “I understand that ALL
  requirements of the lease agreement must be met in order for the third party
  liability policy to be approved for removal from the Resident Liability
  Program.” If the tenant skipped pressing this button, the uploading button was
  disabled. I requested Krystal, regional manager, to override this statement so
  that my insurance documents can be uploaded without consenting to the statement;
  She rejected my request outright. If the new online submission site’s purpose is
  all about confirming rental insurance, why does the landlord need to grab another
  right to impose the new monthly fee for whatever reason it thinks the tenant
  violating the lease agreement as well as not having sufficient rental insurance?
  May I point out that the landlord has already been strictly enforcing the
  rental insurance requirement by imposing a high penalty ($25 per month) for
  violation under the existing lease agreement (“Requirement of Liability
  Insurance”, Article 6)?
  
  All tenants received the same
  letter from the landlord on December 1, 2023, which announced the introduction
  of the “Damage Waiver Program/Required Insurance Addendum to Lease Agreement”. As
  the title says, the landlord wanted to make a change to the existing lease
  agreement by adding the new “damage waiver program”. Being concerned about the
  tenant causing damages to the landlord’s property and ending up with liability
  claims from the landlord, the landlord would like to offer protection for the
  monthly $14 fee. Should such unfortunate event occur, the landlord would kindly
  forgive the first $100,000 of the tenant’s liability. The landlord in the
  letter ordered the tenant to sign and return this addendum by December 15 with
  threats: “Failure to comply will result in further actions taken” and “If we do
  not receive a completed waiver by the date above, we will follow up
  accordingly.”
  
  A lease agreement is a voluntary
  contract between private parties, and the landlord is not in a position to order
  the tenant to accept the proposed change to the lease agreement. Making a
  physical threat (or even implying, whatever vague) is a crime. One can dispute
  the legal power of contracts signed under duress or by deception. My current
  lease agreement, Article 26, states that any changes to the lease agreement
  must be signed by both parties to be binding; I decided not to sign and return
  the addendum. Yet, since last February I have been receiving the $14 monthly
  fee bill.
  
  Frankly, the damage waiver
  program together with the manner it was pushed into the lease agreement looks
  like a protection racket. Your company has found a new way to squeeze
  vulnerable tenants on an industrial scale by hiring an unscrupulous website
  operator. Although my experience since last December is unique, it’s deja vu. I
  have read and watched many investigative reports on corporate misbehavior in
  the New York Times, the Wall Street Journal, 60 Minutes, etc. It appears to me
  your company’s business practice/model is no different and as newsworthy as some
  of those reported.
  
  Someone watching residents going in
  and out from this apartment building will notice the unusual mix of tenants. A
  majority of tenants are recently-arrived immigrants (from Somalia is the
  largest group), foreign students (from China is the largest), retirees living
  quietly, and members of racial minorities. These tenants can be relatively
  uninformed and/or not perfectly housing-secure. If the landlord’s letter orders
  to sign and return a document, new immigrants and foreign students are unlikely
  to second-guess the landlord. Two of my friends have told me that they had
  misgivings but signed and returned the addendum anyway, because they were
  reluctant to argue with the landlord. One thing is clear. If the December 2023 letter
  had stated that accepting the addendum was strictly voluntary and rejecting it
  would have no consequence, almost nobody would have signed and returned the
  addendum. After all, there were no obvious benefits of signing up for the
  damage waiver program for current tenants who were already in compliance with
  the rental insurance requirement in the current lease agreement. The number of
  signed addendum that the landlord has received from tenants would only show the
  effect of the landlord’s deception. I am wondering: If the tenants of this
  building all had last names like yours, ********** ******** ******** ********, ...
  , would the landlord still write that crudely worded deceptive letter to the tenants?
  
  Will you answer my questions this
  time? How can I, a tenant, be legally held liable for the new
  monthly fee for the service that I did not sign up? May I ask the name, title, and contact information of the person who wrote
  the December 2023 letter? I did not comply with the order in the letter. Should
  I be prepared for “further actions taken”, ”We will follow up accordingly”? Obviously,
  I need to know the identity of this person. I have explained above why I
  request your company to issue a replacement letter to the tenants voiding the
  December 2023 letter. Thank you again for your consideration.
  
  
  
  Regards,
  
  
  
  ******** ****

  
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Flaherty & Collins for failing to ensure the safety and security of the common areas, specifically the parking lot and hallways, of ************* at **************. Despite repeated car break-ins reported by tenants, the landlord has not taken appropriate measures to address these safety concerns. Additionally, there have been ongoing issues with homeless individuals sleeping in the hallways, further compromising the safety and sanitary conditions of the property According to Section 5321.04(A)(3) of the Ohio Revised Code, landlords are required to "keep all common areas of the premises in a safe and sanitary condition." The ongoing car break-ins and the presence of homeless individuals sleeping in the hallways demonstrate a clear failure to maintain a safe environment, violating this obligation.I request that the landlord takes immediate action to enhance security measures in the parking lot, such as improving lighting, installing security cameras, and repairing any broken entry points. Additionally, measures should be taken to prevent unauthorized individuals from accessing the hallways, including but not limited to, securing entry points, increasing security patrols, and installing surveillance cameras. I seek assurance that ongoing safety concerns will be promptly addressed in the future to prevent further incidents.

  

  Business Response

  Date: 07/29/2024

  Good afternoon.

  In recent months The Boulevard at ************** has been part of a community-wide issue with car break-ins.Being in regular contact with the police and other local businesses and apartment communities has verified that these break ins are not exclusive to our community. Police continue to share with us their efforts to stop this rash of car break-ins in the area.
  
  Outlined below are the measures weve taken since these break-ins have occurred:
  
  We have a marked security car parked every single night in the area of our parking lot that has been the most susceptible to the break-ins.
  On the weekends we have overnight manned security.
  We have reached out to three different lighting companies for a full light audit.
  We have notified residents of our efforts and continue to assist those directly affected.
  We stay in regular contact with police and local apartment communities to collaborate on additional deterrent efforts.
  
  Police have also communicated with us their efforts in controlling homeless activity in the community. Though this is a continued challenge for our area, ****** remains vigilant in keeping all our controlled access buildings in working order.
  
  Our team has had a housekeeping position open for some months, but during our searching/interviewing process,we have employed a professional cleaning company that cleans each building on a weekly  rotation.
  
  We share our residentsfrustrations with any form of crime that occurs on our property. Since weve instituted active security measures, we have not had a repeat event. Our property and leadership teams will continue to do all we can provide as comfortable an environment as we can for our residents. 

• Initial Complaint

  Date:06/06/2023

  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.

  Subject: Complaint Regarding Excessive Charges on May and June ***************** BBB,I am writing to file a formal complaint regarding the excessive charges included in my May and June bills from Flaherty And Collins. I believe these charges are unfair and unjustified, and I seek your assistance in resolving this matter.I noticed a sudden increase of $100 on my May bill for plumbing services. The property management company claimed that this charge was due to an issue that occurred in my bathroom in April, which resulted in a clogged drain.Furthermore, when I arrived to pay my bill this month, I discovered an additional charge of over $300. These extra fees were attributed to late payment penalties, which I find highly unreasonable. It is important to note that I have diligently paid my rent on time in the past, and this sudden influx of charges has left me financially burdened.I have attached all communication between myself and the property management company, which includes my attempts to seek clarification regarding these charges. Despite my efforts to resolve the issue directly with them, I have been met with inadequate explanations and unsatisfactory responses.Given the circumstances, I have no choice but to request your intervention. I kindly ask that you investigate this matter thoroughly and help facilitate a fair resolution between myself and the property management company. Specifically, I am seeking the removal of the unjustified plumbing charge from the bill and a reconsideration of the excessive fees imposed for late payment so I can pay my bill for this month.I appreciate your attention to this matter and look forward to a prompt resolution. Should you require any additional information or documents, please do not hesitate to contact me at the provided phone number or email address.Thank you for your time and assistance.Sincerely,******

  

  Business Response

  Date: 07/26/2023

  Good evening. I received the above complaint. Please give me some time to review and we will be in touch.

   

  Thanks!

• Initial Complaint

  Date:05/24/2023

  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 have been living in ***************** apartments for 3 years. Since I moved in the management has been changed as well as the entire office staff. There is little to no communication from the office to residents about things going on. The units have mold in them, and when brought to management's attention we are told it is "the good kind of mold". The office is unresponsive regarding most issues unless money is involved. If you email to ask a question you might get an answer that day, or not at all. Now if you email about something that is regarding money your answer is immediate. For example since I moved in our trash service has been $15. There is an addendum in our lease about the valet trash service and the rules, along with this cost. However, the previous manager argued with me numerous times that the valet trash was a FREE service they provided to **, and the $15 was for the on site dumpsters. When I got my lease renewal letter this year I am informed that trash is now going to be $25 a month. I asked to opt out of this service, as that is not a reasonable amount in my opinion. I even offered to put a sign on my door stating NO VALET TRASH PICK UP. I was told that this was a MANDATORY service and that the previous manager had lied to about the trash and altered the price to the $15 without approval from anyone, and it was always supposed to be $25. All of the windows and doors are so drafty you can feel air moving through them, and in the winter or if it rains the snow, ice, and rain comes in causing the mold. This has been brought to the attention of management and we are ignored, and told it is our responsibility to keep mold from growing. It is impossible to keep mold from growing on a surface that is constantly wet due to the bad windows and doors. This does not just affect my unit. I have 2 sisters who also live in this complex and have the same mold issue and draft issue.

  

  Business Response

  Date: 05/26/2023

  ********,

  Good morning.  I received your complaint and want to let you know we take this very serious. I will set up a meeting with our on site team along with our Regional. We will get back to you early next week.

  Thanks!
  

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:

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

  Regards,

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