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:04/22/2025

  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.

  On April 4, 2025, I signed a lease with Veno Properties LLC for a residential unit scheduled to begin on April 13, 2025. I paid a total of $1,737.47, which included a $1,100 security deposit and $637.47 for the first month’s rent.
  
  There was a misunderstanding about the rent payment due date. On April 10th — just three days before my scheduled move-in — I received a phone call from a representative named Gilda, who informed me I would no longer be able to move in because the rent had not yet been paid. I explained to her that it was a misunderstanding, and I was fully prepared to pay the rent immediately. She initially insisted the five-day payment window had closed, but eventually said if I wired the rent payment on Friday, April 11, I would still be allowed to move in.
  
  I left work early on Thursday, April 10th, to complete the wire transfer and sent Gilda the receipt via email. Despite this, on April 11th, she called me again and said I would no longer be allowed to move in. I pleaded with her, explaining that the money had already been withdrawn from my account. She replied that since it had not hit their account yet, I still could not move in.
  
  I was devastated. I had already packed up my apartment, rented a moving truck, and told my current landlord I would be vacating by Sunday, April 14th. When I asked Gilda what I was supposed to do now I have no where to go, she coldly responded, “That’s none of my business.” Shocked, I asked her if it was still possible to receive a full refund of both the $1,100 security deposit and the $637.47 rent I had just paid. She assured me that I would be refunded in full and that she would terminate the lease.
  
  I received my $1,100 deposit back only after my bank intervened. The business stopped responding and refused to return the $637.47 rent after realizing the deposit had been pulled back. They ignore all calls and emails. I’m requesting a refund of the $637.47 rent as promised.

  Business Response

  Date: 04/29/2025

  Dear Sir or
  Madam, After reviewing the matter, I would like to
  clarify that Ms. ********** voluntarily canceled her lease agreement 2 days prior
  to the move-in date of 4/13/25. Per the terms of the signed lease, the deposit
  was intended to secure the apartment for her tenancy and was non-refundable in
  the event of cancellation. This policy was clearly outlined in the lease
  agreement she reviewed and signed.  I’ve
  attached the executed copy of the lease agreement, and the specific language from
  the lease is as follows: "Contemporaneously with the
  execution of this Lease, Tenant shall deposit with Landlord a deposit-to-hold in the amount equal to
  one-month’s Rent, i.e., $ 1100, to reserve the Premises for the Tenant until
  move-in. Once the tenant fulfills their move-in obligations, the deposit will
  continue to be held as security for the return of the Premises at
  the expiration of the term of this Lease in as good condition as when Tenant
  took possession of the Premises, normal wear and tear excepted, as well as the
  faithful, timely and complete performance of all other terms, conditions and
  covenants of the Lease. If the Tenant fails to fulfill their move-in
  obligations set forth in this Lease, the Lease shall be deemed null and void
  and Tenant shall forfeit their deposit as liquidated damages for Tenant’s
  nonperformance and the unit will be remarketed." When a lease
  is canceled prior to occupancy, it causes the property to incur financial
  losses, including the loss of marketing time, the potential loss of other
  qualified applicants, and administrative costs associated with re-listing the
  unit. As such, retaining the deposit in this circumstance is consistent with
  the terms to which Ms. ********** agreed.  We regret
  that Ms. ********** feels dissatisfied with the outcome, but our actions were
  fully in accordance with the signed lease and applicable landlord-tenant laws.
  We have made every effort to handle this matter fairly and professionally. Regards, Ryan ******** President Veno Properties LLC

  Customer Answer

  Date: 04/29/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  I strongly disagree with Veno Properties’ response and characterization of the situation. I did not voluntarily cancel the lease — I was effectively forced out due to inconsistent communication and shifting demands from their representative, Gilda. Three days before move-in (April 10), Gilda called to say I could no longer move in because rent had not been received, despite the misunderstanding about the due date. I immediately agreed to pay the rent and was told that if I wired the money on April 11, I would be allowed to move in on the 14th. I left work early on April 10 to ensure the wire transfer was completed. I emailed the confirmation to Gilda that day. On April 11, after confirming the funds had left my account, she told me I could still not move in because it had not yet reached their account — despite her earlier promise. When I asked what I was supposed to do, since I had already packed, rented a truck, and informed my previous landlord I was moving, she responded, “That’s not my problem.” Only after I asked if it was possible to terminate the lease and get both my deposit and rent back did she say yes, and I have that confirmation. Veno’s claim that I simply backed out is false. I made every effort to fulfill my obligations, including prompt payment. The refusal to return the $637.47 rent only began after my bank retrieved the deposit, which I was originally promised in full. Their actions were not in line with the lease — I fulfilled my payment obligation, and they still denied access to the unit. I am requesting a refund of the $637.47 rent I paid in good faith. I’ve attached relevant communications and my wire receipt in my initial submission. Regards, 
  
  ******* **********

• Initial Complaint

  Date:10/28/2024

  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.

  All apartments in my apartment building have been without heat and hot water since Wednesday 10/16/2024. As of today, 10/26/2024, it appears the heat is working but there is still no hot water. Communication has been lacking over this time period and much of the time follow ups have been provided due to tenants reaching out.

  Business Response

  Date: 10/28/2024

  Hi ********, We do apologize for the situation and have been working diligently to get the issue resolved.  As you're aware, the building's HVAC vendor ********** ******** was on site the same day the outage was reported, but unfortunately there was a part delayed from the manufacturer which resulted in a delay which is out of our control.  We offered space heaters to all tenants immediately and provided them same day to those requesting them, and we have been sending mass message updates to tenants daily regarding the situation.  The heat has since been restored but we were notified on Fri that there is still an issue with the hot water, and ********** was dispatched back immediately and is there again today working to remedy that situation.  We will be crediting back rent for the inconvenience as soon as the situation has been resolved. You're also welcome to reach out to our office any time with questions.  Thank you. 

  Customer Answer

  Date: 10/28/2024

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