Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my roommate lived at ReNew Centennial from August 2023- June 2024. Always paid rent and utilities on time. We moved out in June paid all of our final utility bills and have statements to prove it. Renew Centennial sent us our deposit back and confirmed our move out in June. In August of 2024 they sent us a bill from their ****************** billing team for $245.31 charging us for utilities. I got in contact with ReNew Centennial, sent them our final utility bills, asked what these charges were for and if they could help us. They then proceeded to avoid contact and tell us they were taking care of it. Me and my roommate each called several times, both being told they would call us back at a later date. On March 1st 2025 they sent us to collections. We called the ReNew team again and they keep pushing us off to the billing team and collections team who keep directing us back to ReNew Centennial. We both dont want this unnecessary and unwarranted hit to our credit score from collections.

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 8th my partner and I were in STL doing apartment tours. We took at look at the ReNew Centennial complex and ended up getting a quote for a unit and next day we decided to put our applications in. We both paid $50 for these to be processed and were emailed our receipts. Once our applications were approved my partner paid the $100 admin fee to hold the unit, though we still needed to submit proof of income in order to proceed further with the move-in process. At this point I looked at the reviews of this complex. All of the resident reviews were extremely alarmingso on July 11th we decided to take a break moving forward with ReNew and see what else we could find. July 12th my partner received an email saying that his $100 admin fee was authorized but never captured and has now been cancelled, we believed this to mean that because we didnt submit our proof of income they cancelled our applications. This was fine seeing as we had become unsure about moving into this complex. Then, on July 16 we were emailed a Final Move-Out Statement from ReNewa place we have never moved intostating that they determined [we] owe a balance of $100. This included a $50 admin fee and a $50 application fee. The statement also said that if not paid within 25 days the account will be sent to Central Accounting and then, if not paid in a timely manner there, it would be sent to collections. We were extremely confused about this. We emailed them back the same day asking for clarification and received no response. I emailed them again both July 20th and July 22nd and still no answer. I finally called July 24th and talked to ***************************************, I explained the situation and he was also confused by this, but said he couldnt help because the bill was with Central Accounting (CA). I asked if he was positive, because it hasnt been 25 days yet and he said yes. So I called CA and was told they do not have a file for us yet, so there is nothing they can do for us right now either.

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve called numerous times . my dishwasher. Maintenance comes and runs a cycle and allows the water to sit. This will be my fifth time in two weeks asking if maintenance would drain the dishwasher and disconnect it… they will not disconnect the dishwasher. Also, the water heater is leaking, I can literally here the water dripping and they have yet to repair it. I have bombed my apartment and sprayed due to insects; of course they are in my apartment with all of the water issues. Next step is City Hall; heck they may not take action as they allowed Renew to move me in without passing inspection!!!! Also, I have filed a complaint concerning smoking in my building. Nothing has taken place; a reminder has not been posted. I am certain the Renew insurance company would not be pleased that they are not taking necessary measures to prevent smoking in the common areas and units.

  Customer Answer

  Date: 08/21/2023

  The work has not been completed per request 7/29/23. Also, the attachments above happened over the weekend. The utility closet, as well as the ceiling ad living room ceiling was leaking. Maintenance promised to come several times on sass well as Sunday. They did not show up and allowed the leaks to continue over the weekend.

• Initial Complaint

  Date:07/20/2023

  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.

  On June 21st my children and I move into renew centennial as a new resident. On June 22nd I tried to cook dinner for my family and I and noticed the stove and oven did not work. I put in several maintenance requests did not get a response until over a week later when I went to the leasing office. My children and I missed out on several home cooked meals due to that which resulted in spending additional funds on eating out. They finally replaced the stove June 30th. On July 3rd my mom came to visit and noticed a strong gas smell and told me to call spire. I called spire, when spire came they said the stove was leaving gas so they turned the gas off as well as my hot water heater because they were unable to determine were the water was terminating from due to the way the furnace and everything is set up. On July 5th maintenance came and I was told the stove was fixed and ready to go however they forgot to light my hot water tank. The guy stated he would come back out that day never came. Friday I made several calls and was told the maintenance supervisor would come and light the hot water tank. Later that evening about 6pm when I noticed i still did not have hot water I called and was told they had to replace the hot water tank because it would not stay lit. I was frustrated however still patient. On July 10th my daughter came home from visiting her friends and noticed the smell of gas again so I called spire they came out and turned the gas off again. July 11th I called ucity city hall and let them know I had not had hot water since July 3rd and that there has been two gas leaks in the last week. They scheduled a time to come out on Thursday between 9am -11am. I went to the leasing office spoke with the manager who acted as if she had no concern what so ever. She offered me a filthy apartment that she stated she wouldn’t have stayed in. I refused because of the condition and how uncomfortable my child and I would be. She stated she had nothing else to offer. I asked about a hotel and she refused stating the company doesn’t do hotel reimbursements. This company has been so rude. I am wa asking this story be heard because this is not right and no one deserves this. We could have died in the home from carbon monoxide and they show no concern for the safety of their tenants.

  Business Response

  Date: 07/27/2023

  We certainly regret we were unable to assist in a timely manner and sincerely apologize for the extreme delay. Our goal is always to ensure all residents are taken care of in a way we would want our own homes to be managed. We have discussed this situation with the site team in order to improve our processes and service moving forward. 
  
  Our community offers a 24/7 answering service to avoid delays in emergency reporting and we ask that residents call in emergencies and speak to a live agent to escalate emergent situations rather than submitting on-line.  Regretfully, we received the initial notification of a gas leak via the online system over the 4th of July holiday causing delays in our response. Once our team returned to the office, a technician was dispatched, and we believed the situation to be resolved.  We were made aware days later the hot water was still in disrepair and regret our initial fix did not resolve the issue entirely. 
  
  We understand your desire to stay in your home and apologize we could not meet your needs by transferring you into an alternate apartment home as one was not ready. We understand this situation was less than ideal and are glad all items have been repaired at this time. 

• Initial Complaint

  Date:07/07/2023

  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.

  I have lived in this apartment and the repair ticket I put in keep getting cancelled instead of fixed . My dishwasher has had standing water in it for two months and stinks. My shower barely retains water and my sons bedroom wall is moldy and crumbling because of toilet repair issues and when I complain they give me excuses that they only have two maintenance people. All I see them doing is preparing new apartments yet not is getting fixed with there current renters . Several of my neighbors have similar issues. Please help me!

  Business Response

  Date: 07/24/2023

  The person that filed the complaint is a minor but we have repaired all the concerns that were brought to our attention. One last thing we need to do is repair the sink sprayer which is being done today.
  

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in a request on 4/4 to let the maintenance no my air is not working . I waited almost a week , he came Monday 4/10 the maintenance did not stay to make sure anything has changed, he did not come back to check to see if it was working , my thermostat has been on 66 , but the temperature in my apartment is 85 all day and all night . I have been very hot annoyed , they will not follow up with me, they will mot call me back , they never had answers. I pay my rent on time sometimes I pay my rent early. Now here is the weekend and air is still not fixed so thats two weeks now i am sitting in the heat, the fan does not help nor does opening the window. I work from home I have to help members find doctors submit referrals I have a serious job I cannot be working in the heat and be frustrated this is not fair this is not right at all and my lease is up in July I do not plan on renewing my lease.

• Initial Complaint

  Date:03/17/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 2021, my family re-located to ********************************************************************* *****. Things seemed ok cosmetically. Soon after, we began experiencing serious mold issues in the home which deteriorated the cabinets, blinds and walls. The ceiling and walls had been smoothed over in places, but there was clear indication where the ceiling had leaked in a few places. The enamel from the bathtub and walls had simply been painted over and also were deteriorating. Rodents began entering our home through the cabinets and therefore we could not use them. There was a huge amount of mold growing in the cabinets as well as small gaps and holes where vermin could find access. The flooring began lifting and became a major tripping hazard. Because the property changed hands a few times, over the past two years I had to report the issues to several different people. The last two were **************** and then ******************. I also have always taken the liberty to email Trinity properties as well but have received a response. We had a conversation with ****************** on or about 2/6/2023 about the lack of our family being able to have quiet enjoyment of the home, and told her that we were willing to relocate to another unit. This is something that **************** and others have offered as well, but never stared a process. We were even willing to move from the 3 bedroom townhome to a two bedroom apartment. ****************** said that she would be afraid that we would continue to have the same issues and it would be a futile decision to change apartments. I let her know then because of the mold, flooring, weed smoke, continual deterioration and lack of remedy we needed to be let out our lease, which would be up in June 2023. ****************** said she would get back to me but did not. We had to move. Now Renew Centennial is billing us $7,421 of erroneous charges. The home was unsafe. We have submitted pictures but nothing was done. Not even an apology or reduction of rent.

  Customer Answer

  Date: 04/19/2023

  We had communication witht Renew Centennial about a week ago. There is a recording that we would like to provide.

  After the phone cal which was last week, we recieved an email. We have responded to the email.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having a squirrel problem for the last three weeks, I have contacted the office numerous of times and they have not done anything regarding the squirrel problem. The squirrel pops out from behind the dishwasher where there is a hole, it has eaten a lot of my food, and my infants powered milk. When I go into the kitchen the squirrel will run behind the dishwasher back into the hole it came out of. When I contact the office they have told me, they have to contact pest control and they only come out on Monday&#**;s or Tuesdays. Pest Control has not been to my apartment as of yet. I would like a the repairs made to fix how the squirrel is getting in, and I would like a reduction for the month for dealing with this situation.