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:07/04/2025

  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.

  We had extensive flooding in our apartment, we called the on call maintenance, emailed, called the office & sent text messages and nobody responded. We didnt get contact from anyone until a day later . There was an apartment offered thats not equal to the one we have now and they wanted us to pay the same rate. We declined due to the fact that this is where wed be living until our lease is up & we should stay somewhere we approve of. There was also an unauthorized entry by a man not in uniform while only I (24 year old female) was at home alone asleep with my two month old baby. The property manager admitted that she assumed I was asleep with my baby so she gave the contractor (not a Vive Employee) a key to enter our home while we were asleep. We were then offered a $100 gift card for the towels we had to use to clean up the water . The property manager then turned around and said instead of a $100 gift card shed credit us $300 to our Vive account that will only go back to them when its time to pay for rent next month. There was over 2 inches of water . It has now been a week and they are just now even coming to check for damage and mold even though weve been contacting everyday since June 25th, 2025. There are now 2 holes cut in the wall to dry out water damage that the property manager told us wasnt there when she did a check instead of having a professional come. It took a week for them to even inspect our apartment even though an inspection was supposed to take place last week. Through this whole process all weve been offered is a $300 credit & a $100 gift card that we still havent seen. Our baby cant sleep with the loud fans, we have cords all on our floor from the devices they brung in, they just fixed the dishwasher but have not checked to see if it works & the water that was soaked into the floors have not been inspected or removed. This is a serious health hazard for me who has asthma & for my 2 month old infant.

  Business Response

  Date: 07/22/2025

  See attachment for full statement..

• Initial Complaint

  Date:05/13/2025

  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 was a resident at the Vive at Kellswater in **********, **. I relocated from the apartment complex on December 7, 2024 and was due a security deposit of $861.01 from the West Shore property management company. I have called numerous times and left numerous voicemails. I have also emailed various representatives. I have not received a phone call from the corporate office. The manager on site at the apartment complex, *******, does not return phone calls or emails because she says she is busy and understaffed. I was able to finally speak to her today and she said no one will return her phone calls from corporate either. I still have not yet received my security deposit from West Shore. At this point, I am requesting a phone call from the company and a refund of my full security deposit of $1,640 for the lack of responsiveness, inconvenience, and stress of not having this resolved. It has been almost 6 months.

• Initial Complaint

  Date:05/23/2024

  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 have payed all my move out fees and gave them our key fobs door keys and mail keys and they lost the fobs and threatened to charge me for those for everyday they were missing and they lost our money orders that we gave them for our first payment to break the lease and are trying to charge me for that again. They found all of that stuff but now even after they found all that they are trying to charge me $1200 for some bogus fee that they made up and when I asked about it they could only tell me that the previous management must have forgotten to tell me about it. So I'm just stuck paying something that your previous employees didn't tell me was going to be charged.

  Business Response

  Date: 06/04/2024

  In response this complaint, the resident was provided a list of cost as they relate to move in/move out condition of the apartment home. A detailed account statement was provided which included applicable balances for outstanding unpaid rent and lease break charges based on the terms of their lease agreement along with being provided their final utility charges. Within the statement was guideline for disputing all charges with in a 10-day time frame/ a payment arrangement being an option, **************** verbally acknowledged his balance due yet failed to respond within the applicable 10-day timeframe, thus requiring him to address ***************************** ****************** for the community.

   

  Thank you.

• Initial Complaint

  Date:05/08/2024

  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.

  Moved out of this unit on 4/30/24. Received a move-out statement that included $170 carpet-cleaning charges to clean a carpet that was stained upon my moving into the unit on 2/4/23. I provided a time-stamped photo of the stain to the property manager, but they are refusing to accept that as evidence.The only document they are willing to accept would be the move-in condition form, which I provided to them on 2/11/23. The property manager claimed that they lost this form, but is still unwilling to accept my time-stamped photo as evidence. In addition, the property manager has claimed that they have an electronic copy of this document stating the unit was in good condition, however this document was dated 1/6/23, one full month prior to me having access to the unit to view any potential damages.In order to avoid my account being sent to collections and negatively impacting my credit, I have set up a payment plan and am paying the amounts due, but I would like for the $170 carpet cleaning charge to be adjusted from my payment plan or to be refunded to my account.