Complaints

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• Initial Complaint

  Date:10/09/2024

  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.

  We lived in Broadview Apartments for 5 years. Our most recent renewed lease term began on 7/16/2023 and ended on 7/15/2024. We had $1830 security deposit but only refunded $611.65. Broadview charged us replacement fee of many items, they told us they were damaged. According to Maryland landlord/tenant laws, A security deposit is any money a tenant pays to a landlord that protects the landlord against damage to the rented property, failure to pay rent, or expenses incurred due to a breach of the lease.We deny we damaged these items(Total $697.02):********* countertop (Replacement fee $328.64)2.4 Mini Blinds (Replacement fee $140)3.Carpet (Replacement fee $228.38)We believe the following reasons support our claim for the additional required refund amount $697.02(The refund should be $1308.67 instead of $611.65):1.Condition of the Property: The property was left in good condition, we have videos to prove. Broadview manager said they had pictures but never showed them.2.We have the right to be present when the landlord inspects our rental unit for damages at the end of your lease: We were not notified when its inspected, the landlord forfeits the right to withhold any part of the security deposit for damages according to the laws.3.The refund process violates the laws: If the landlord withholds any part of your security deposit, they must send you a written list of damages, but we only received the check without written list until we walked in to ask for it and you send to us.We sent demand letters to managers, they replied they will revaluate by promised date, but no further updates later though we requested. We tried to communicate with them since August 20th when we received the refund check, we are really disappointed with their attitude.

  Business Response

  Date: 10/16/2024

  THE EMAIL BELOW WAS SENT TO THE RESIDENTS ON 10/16/2024: 

  Hi **** and *******,
  
  The pictures I provided you clearly show the damages caused to the apartment. I agree that the pictures of the mini blinds are not as clear as the others. However, they had to be replaced because they were damaged and unusable. The cleaning fee was an excess charge to deep clean the apartment.Also, thank you for the attached work order, #EBSG046. Ive confirmed with the Service Management team that you were not to be charged for the vinyl floor,which we will credit you for; however, due to the extensive carpet stains and damage, you would be responsible for it.
  
  Lastly, if you have pictures and video footage of the condition of your apartment at the time of your departure, please forward them to me for review.
  
  Thanks, 

  ****** ***, CAM, CAPS | Sr. ******** Manager
  o:  ************
  The Broadview and Woodcliffe Manor Apartments
  **********************************************************************
  ****************************** |
  
  PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | ***********
  
  

   

  THE EMAIL BELOW WAS SENT TO THE RESIDENTS ON 10/9/2024: 

  From: PM - Broadview Apartments
  Sent: Wednesday, October 9, 2024 6:03 PM
  To: **** **; ******* *****
  Cc: ******* ***** AM Broadview Apartments
  Subject: RE: Notice of Dispute Regarding Security Deposit Refund
  
  Good evening, Rong and Yanping,
  
  Thank you for allowing me time to gather data regarding your move out. Attached are pictures of #*** upon you moving out. Ive also attached a copy of your Move Out Statement for your review. From what I see, you were charged for damages that align with the pictures attached.
  
  In your letter, you stated that you have move out pictures and videos that state you left the apartment in good condition. Are you able to share them with me so I can review them and better help rectify this matter.
  
  Thanks again and I look forward to hearing from you.
  
  ****** ***, CAM, CAPS | Sr. ******** Manager
  o:  ************
  The Broadview and Woodcliffe Manor Apartments
  ******************************************************************************
  ****************************** |
  
  PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | ***********

   

  I provided a copy of the attached pictures to the resident for their review showing the damages they were charged for. They stated they have pictures and videos of the apartment being left in good condition. I've asked that they share them with me. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22396367
  
  I am rejecting this response because:

  We still can't agree we damaged blinds and countertop, there is no evidence to prove we damaged them. As for the carpet several stains, it can be cleaned by stains remover. The areas under sinks, top of fridge, dishwasher are where we forgot to clean, that's why we emphasized according to the law we had right to be present when the unit was inspected so that we know what they charged for and we could take action. Secondly, they didn't inform us the statement until we received the check and  asked for it. Their procedure has violated the Landlord/ Tenant Law. 
  
  Sincerely,
  
  ******* *****