Complaints

This profile includes complaints for Elmington Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elmington Property Management

  Brentwood, TN 37027

  
• 

  Elmington Property Management

  118 16th Ave S Ste 500 Nashville, TN 37203-3100

  

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:09/02/2025

  Type:Product 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.

  On July 1st, 2025, ************************************ charged us for an entire month of rent despite us providing our notice to vacate two months in advance. Our lease ended July 8th. We completed the final walk through on July 7th. We were told our money for the rent for July 8th through 31st would be refunded by check mailed to our address within 3 weeks from July 7th. On July 24th, we were emailed the attached invoice with the amount we were to be refunded.On, August 17th, I called ************* Apartments to inquire about the missing check. I was informed that our notice to vacate and forwarding address had not been uploaded to their system and maybe the check would be mailed within 30 days of the invoice and to call back the following week if I did not receive it. I gave them our new address again on this call. I was told corporate cuts checks twice a month.I called again on August 26th. They still had not recorded our new address to send the check to. They suggested I continue to wait because corporate is backed up. I requested they check with corporate to make sure they had our address since it seemed no one had entered it in their system still. I was told they would call and then call me right back.I called for the third time this month on August 29th. I was put on hold while they told me they were calling corporate. I was told I should continue to wait for the $1,408.90 they owed us since the beginning of July that we shouldn't have been charged in the first place. I asked if I could speak to someone myself and she suggested I call corporate. When I asked for the number she said she didn't have it and I'd have to ****** it. I then had to ask what company to *******I called the corporate office but no one answered any of the extensions I tried. I left two ************* this point, they've held money I should've never been charged for two months and keep changing the expected timeline of return.

  

  Business Response

  Date: 09/08/2025

  Initially the refund was mailed to her last known address, which would have been the apartment she moved out of as we did not have her forwarding address in our software. The check was then reissued and sent to the same last know address in error. Our accounting department will be overnighting a check through ***** tomorrow and I will follow up here once I have gotten a tracking number from them.

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23823627
  
  I am rejecting this response because:

  I have still never received a check or tracking number. I gave Legacy Pointe Apartments our forwarding address, which is our current address, at least 4 times so it should be in the system to mail the refund to immediately. 

  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 09/17/2025

  A refund check was issued and sent via *****. The tracking and shipping info is attached.

  Customer Answer

  Date: 09/19/2025

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

• Initial Complaint

  Date:08/25/2025

  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.

  Failure to fulfill repair-related work order requests. After a year of reporting the same issues, I have not been provided a resolution. Referenced issues include:Electrical Issues -- One half of my unit loses power upon using outlets -- power outage occurs 5-10m after plugging into outlets. This issue was addressed upon move-in August 2024; as of August 21 2025, nothing has been done to correct this.Broken/Open Exterior Door -- Door was reported unable to close in June 2025. This has resulted in various pests entering my apartment through the open space. Property Maintenance assured me twice that the door would be replaced -- nothing as of yet. Multiple e-mail attempts were made to address these issues with Property Management, as well as their respective superior; no response has been provided.Pest Control Complaints have been made since April 2025; I'm experiencing the presence of large, red roaches entering my unit due to trash being left along breezeways by other tenants. My home is cleaned routinely, yet this issue threatens my right to a habitable living space. Promises were made by PM that their vendor who provides pest control would begin service to units starting August 1. It is August 22, and still, no pest control. Cracked Bathtub Maintenance consistently provides short-term fixes. Tub was poorly resurfaced after two initial complaints -- and cracked again two days after Lack of Accessibility and **************** Concerns often go unanswered, there seems to be a disconnect with staff as those in both Management or Admin consistently fail to address valid tenant complaints. Corporate Office literally NEVER responds. ******* Cove's Senior PM is habitually difficult, disrespectful, unhelpful, willfully engages in retaliatory acts toward tenants that make complaints (i.e. Deletion of submitted work orders, falsely marking them as complete, predatory towing, restriction of access to property, wrongful/baseless fees added to rent).

  

  Business Response

  Date: 09/04/2025

  Please see attached work order for 2025. 

  Ms. ****** is upset because she has received several lease violations for trash and other issues during her residency at ******************** 

   I have attached the lease violation issued to ******************** for trash outside the door .  Photos of the trash which was determined to be Ms. ******* have been uploaded in our system and she was charged for the removal. 

  Staff spoke to  Ms.  ****** last week concerning the parking issue that she speaks of. Ms. ****** is requesting that she be allowed to park more than one vehicle on the property .  Due to the limited parking policy only allows one vehicle per household members. Ms. ****** has been fined on at least two separate occasions for leaving trash in the hallways.   Photos were taken/uploaded to our system and the prior regional manager spoke to Ms. ****** concerning this issue. . 

  I reviewed the prior work order and discovered that the patio door was replaced in January 2025 per a warranty. Ms. ****** placed another work order on 03/17/2025 stating that the door was replaced but never painted.  The door has since been painted. She placed another work order on 06/06/2025 stating that the patio door was bent. ***** remodeling repaired the door on 06/12/2025.  Ms. ****** called and stated that air and rain was coming in the patio door. Additional weather stripping was installed on the patio door on 06/13/2025. On 08/05/2025 Ms.  ****** placed a work order to address the laundry room door knob  which was broken off. A new k*** was installed on 08/06/2025. 

  Customer Answer

  Date: 09/09/2025

  Complaint: 23784997
  
  I am rejecting this response because:
  
  First, I was fined 3 times months ago in May due to trash. Each fine was paid, even though Elmington clearly states that the trash fee is $15. I was charged double, which was $90 for 3 bags. I did not file a complaint in retaliation about trash, although Ive provided photo proof of garbage sitting along the hallway at various doors along the 3rd floor on a near daily basis. This is a common occurrence that has only lightened up within the last two weeks. Please refrain from attempting to reduce my complaint to a matter of a trivial trash vendetta. Your company was reported because you falsely marked submitted work orders as complete in reference to door repair and pest control. THE DOOR IS NOT IN ALIGNMENT WITH THE FRAME. Im well aware of what weatherstripping is, and it is not whats been requested. I reported that the door would not close completely or lock due to it being misaligned with the frame. There is a clear gap at the bottom of said door which is allowing gnats and mosquitoes to enter the unit. A towel has been placed in front of that gap as a preventative measure for months, even though the property manager blatantly lied about dispatching your contracted vendor for replacement. I shouldnt have to submit the same work order because you simply do not possess craftsmen/vendors to complete the job competently. The regional manager visited the unit to inspect, but failed to provide any follow-up to how the repair process would be handled. As of today, theres still no word on when repair will take place this staff member seems committed to chalking my complaint up to a simple weatherstripping issue; that is incorrect.
  In reference to pest control, Ive been assured more than 3 times that this action would take place at the beginning of August. Its now September. The previous excuse included the mentioning of Elmington finally securing a vendor under contract to complete this task. This isnt about trash. This is about your property manager failing to perform effective management of said property. Surely this isnt the first complaint of this nature. 
  
  Lastly, in reference to my complaint about parking, having two vehicles was never indicated as prohibited in either of the lease agreements provided. In fact, we were urged to list our vehicles to reflect ownership. Under the section referencing vehicles, both cars were listed under my lease prior to signing. If this information was requested and documented as proof of tenant ownership, what is the purpose of predatory towing practices? Staff possesses the information needed to determine this and still chooses to engage in exploitative behaviors that adversely affect your tenants. Theres plenty of space in the parking lots, and your PM makes sure of that by closely coordinating with SAT Towing at various points of the day. It is assumed that at this rate, someone must receive some form of payment for reporting these instances; Visitor parking is severely limited, given the number of tenants who are subjected to park on the street. If there are this many restrictions in regard to parking but no effective solutions to accommodate tenants, what would you suggest be the appropriate course of action? Ive reached out on countless occasions to discuss this, only to be met with exceptionally rude, difficult staff who seem to be hellbent on creating more problems than remedies. Again, my vehicle has been struck AND towed several times due to this problem that no one seems to have the ability to resolve. I have audio referencing this, where I was told to present insurance in order to receive a parking pass yet another lie once the request was fulfilled. I implore you to have some accountability and integrity. I owned up to a mishap that took place months ago and paid as well, but am yet to receive any type of cooperation in effort to make necessary repairs definitely seems retaliatory in nature. I am entitled to a habitable living environment, as well as the assurance that my vehicle will remain intact without being unlawfully towed or damaged. Your company solicited SAT to tow vehicles across the street at an abandoned private property where there were no signs prohibited parking signs. A sign was only erected AFTER several cars were towed very much illegal. 
  
  Your response has been rejected. Resolve immediately, or face legal consequences from the following authorities:
  1. **********************************************************
  2. TN Code Enforcement & Property Standards
  3. ******************************;
  4. *************************
  5. ************************* & Insurance 
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 09/09/2025

  Photos depicting aforementioned complaints. Photo referencing the misaligned door will be uploaded upon request. 

• Initial Complaint

  Date:08/11/2025

  Type:Product 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.

  To Whom It May Concern,I am a former resident of ************** Apartments in **********, *******, having vacated the property in January 2025. Despite assurances that my security deposit would be refunded, I have yet to receive the amount owed to me$********* is particularly troubling that this issue remains unresolved, especially considering that my former unit has been reoccupied for several months. I have made multiple attempts to contact the front office, but unfortunately, no resolution has been provided. This lack of communication and accountability has been extremely ************** a responsible tenant, I consistently paid my rent on time, maintained the apartment in excellent condition, and received positive feedback from the Property Manager during my final walkthrough. I was also provided with a move-out ledger confirming that I would receive a rent credit refund.Despite these facts, I have been engaged in an ongoing and exhausting effort to recover my deposit. I have reached out to both upper management and property support, yet I have received no response or resolution. This is now my second attempt to contact your corporate office regarding this matter.The continued withholding of my refund is not only unfair but has also caused significant stress. I have sought legal advice and understand that under Alabama law, landlords are required to return security deposits within a reasonable timeframe after a tenant vacates the premises.If this matter is not resolved promptly, I will be forced to pursue civil action to recover the funds owed to me. I sincerely hope this can be resolved amicably and without further delay.

  

  Business Response

  Date: 08/18/2025

  Good morning. We have reviewed the ledger of the previous resident, and her final account statement is being completed. Once her account statement is complete and cleared we will reach out to our ************* and have her refund executed as quickly as possible. 

  Customer Answer

  Date: 08/18/2025

  Yes, thank you for reviewing my concern. I am not sure how all this will work, but I did provide a return address at the time of moving out. Please advise how or where the check will be sent once it is processed by the ** department for return. Thanks. 

   

  Cell No: ************

  Email: ***************************** 

  Customer Answer

  Date: 08/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did have a concern about "where" the refund would be mailed once complete. I did leave a return address at the time, but I can be reached via email or a quick call for that address. Thanks. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/31/2025

  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 went to go pay my rent on July 1st of the normal amount of $456. I noticed a random charge of almost 4K on my account that was added. An elmington representative told my apartment manager that it was due to me not paying the correct rent amount for the last 12 months. Claimed that 12 months ago i signed a paper stating that my income was over the limit and that i was to pay base rent. Which it was my fault for not taking the time to read the document that she ran up to my apartment for me to sign in a hurry stating that it was just me signing that i didn't receive social security or disability. This document was no where in my file at the apartment office so it had to be emailed to my manager. No where on this paper does it say the new rent amount nor when to start paying the new said rent amount. So ******************************************************************************************* my lease it also states bottom of page 5, "The Tenant is not required to reimburse the landlord for undercharges caused soley by the landlords failure to follow HUDs procedures for computing rent or assistance payments". I have been given a ledger of my history of rent payment which i will include in this email stating that i have paid exactly what was asked in the online Elmington resident portal every single month. Had i been notified of the rent amount change and had it been in the portal i would've gladly paid the new amount each month. I also know that i'm however not over the income limit as my income here is $34,191 a year. It is just me and my daughter. Also upon this phone call with an elmington **** she told me to pay my normal rent amount in the form of a money order to my apartment manager and to accept the "partial payment". I did exactly that and it was returned back to me ***** ******** Was the Elmington lady that has been nothing but a bully to me in this entire process and refuses to look at the facts that shes messed up majorly.

  

  Business Response

  Date: 08/20/2025

  We have spoken with ******** and met with her on August 14, 2025. The resident was given proper notice regarding her rent increase due to her income exceeding the established limits.
  While the previous manager did not accept her partial payment as instructed, we have since accepted her payment and are currently assisting her in obtaining rental assistance to help cover her past due balance.

  
  Please let us know if any further documentation or follow-up is needed.  

• Initial Complaint

  Date:07/31/2025

  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 staying in The ******************* for only a month and a half now and I seem to be having problems that were unnoticed prior to move in date of 06/13/2025. My refrigerator does not get cold but is running, I suppose for the freezer. Maintenance tried turning it up to the max which is 5 and still nothing. My oven k**** don't work so my oven was still on previously and you have to try finding a tricky way to turn it off or unplug it. This time was to unplug it, and I was told that they could find me another one but nothing yet. Also I was given not 1 but 2 air conditioners and after turning them off I can't get them back on. They have been in here since a week or 2 after moving in because my central heat and air does not work. I believe he (the maintenance man) one of them who don't mind doing his job, had mentioned to me that it might need a motor, still no answer. When I moved in also to highlight so more of my problems, I was taking showers in a bathtub that was stopped up along with a bathroom sink usage in which was stopped up also. My air vents are clogged and there is a damage that was here when I first resided also. Now to solve this problem, since my rent is late anyways and I received assistance when approved for housing, I just want a FREE month of rent and the repairs or replacements done FOR EVERYONE! And for you to hire maintenance men who like their **** job.!!!!!!!!This is because I've heard others complaints already, but no one is doing enough.????????????????????

  

  Business Response

  Date: 08/12/2025

  Good afternoon, after speaking with the manager on site, she was not aware of the issues the resident noted. The manager created a work order for all issues in her unit to be addressed. Maintenance did go to her unit to address all her issues. Once the maintenance was finished with her unit, the manager verified the work. The work order attached is signed by all parties stating the issues were resolved.     

• Initial Complaint

  Date:07/28/2025

  Type:Product 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 contact you phone you contact option on your website and by phone. Neither has received a response from you. I need a regional manager or higher to contact me. I have emailed ****** ********* and she was of no help and provided no follow up or follow through. Im a resident at ****************** with my mother. I have had several issues that I have let slide until they brought me a ***** infested refrigerator and then had the audacity to insinuate that I was lying about the refrigerator being dirty. Then the manager trying to retaliate because I contacted ****** and started to go in regarding my payment history and other things. Im trying to get this resolved before taking this matter and other matters to the media and beyond. The way the management handles certain races compared to others is another issue. Temporary staff can attest to this as well. I have documentation of everything and can provide it. If the manager and the other staff continue to retaliate against us I will be seeking legal action.

  

  Business Response

  Date: 08/08/2025

  In regard to the complaint to the BBB #********, today, 8/8/2025 is the first time seeing anything about this to the BBB. It states second request, but I never received a first request
  
  
   There was correspondence from the ***************************** that addressed the residents' complaints.  I have attached a copy of all correspondence and a timeline in regard to all the charges.  I have also attached a copy of the entire resident ledger for total transparency.  The Regional Manager has spoken to the resident and has agreed to waive one late fee in the amount of $217.50 for the month of May 2025, being that the system did charge it on May 5 and not on May 4 as stipulated in the lease contract.  The resident now has a balance of $759.11, and this will need to be paid immediately. We have worked with Ms. *********** with eviction hold off agreements in this unit along with her prior unit of 322, as she has consistently failed to follow through with her payments in accordance with these agreements.  
  
  
  As for the resident fridge, there was a work order entered at 11:05AM, through the property portal for the freezer that it was making a loud noise.  The work order was entered in the portal and not called in as an emergency.  When the maintenance came to check it out, that afternoon, he noticed a lot of ice buildup in the freezer.  He also noticed that the thermostat was set on 8 and he indicated to the resident that we keep these setting on negative 0.  The resident told the maintenance at that time that she did not touch the thermostat and walked away.  He then changed the settings to the negative 0.  He explained to her mom K*** Sholanke  that we are still a new property being that we are 2 years old and we may have to get GE to come out to troubleshoot this issue.  This could be caused from a number of reasons, if the door is not closed all the way, if there is too much food stacked in the back and covering the fan motor or it could even be a bad thermostat. 
  
  
  But in the meantime, he would be more than happy to swap it out with a vacant so that the resident would not have a working freezer. K*** the mother came down and explained that the fridge had crumbs/debris, but never once was she upset or implicated the fridge had roaches.  We told her that we would have a maid come up and wipe it down and she was ok with that.   This was taking care of as promised by the maintenance and the maid, we also made sure to get pictures as a reference.  
  
  
  
  
  
  
  02/01:  February rent and utilities were billed, bringing balance to $2279.90
  02/04:  Late fee was charged in the amount of $217.50, bringing total balance to $2497.40
  02/05:  Signed Eviction Holdoff Agreement, agreeing to pay the total balance on 02/24
  02/24:  Resident failed to pay balance per the Eviction Holdoff Agreement
  03/01:  March rent and utilities were charged, bringing total balance to $4770.73
  03/04:  Late fee was charged in the amount of $217.50, bringing total balance to $4988.23
  03/13:  Resident made a partial payment in the amount of $2500.00, bringing total balance to $2488.23
  03/20:  Resident made a payment in the amount of $2488.23, bringing total balance to $0.00
  03/27:  Resident made a payment in the amount of $1150.00, bringing total balance to $-1150.00
  04/01:  April rent and utilities were billed in the amount of $2250.36, bringing total balance to $1100.36
  04/04:  Late fee was charged in the amount of $217.50, bringing total balance to $1317.86
  04/27:  Resident signed Eviction Holdoff Agreement, agreeing to pay $2500.00 on 05/02 and $1081.37 on 05/09
  05/01:  May rent and utilities were billed in the amount of $2263.51, bringing total balance to $3581.37
  05/02:  Resident failed to make first payment of the Eviction Holdoff Agreement
  05/04:  Late fee was charged in the amount of $217.50, bringing total balance to $3798.87
  05/09:  Resident failed to make second payment of the Eviction Holdoff Agreement
  05/28:  Eviction proceedings were filed and filing fee was charged in the amount of $220.00, bringing total balance to $4018.87
  06/01:  June rent and utilities were billed in the amount of $2261.84, bringing total balance to $6280.71
  06/03:  Double filing was charged at the request of the court in the amount of $80.00, bringing total balance to $6360.71
  06/04:  Late fee was charged in the amount of $217.50, bringing total balance to $6578.21
  06/13:  Payment was made in the amount of $3500.00, bringing total balance to $3078.21
  06/26:  Payment was made in the amount of $2500.00, bringing total balance to $578.21
  06/30:  Payment was made in the amount of$2175.00, bringing total balance to $-1596.79
  07/01:  July rent and utilities were billed in the amount of $2258.90, bringing total balance to $662.11
  07/01:  Payment was made in the amount of $100.00, bringing total balance to $562.11
  07/04:  Late fee was charged in the amount of $217.50, bringing total balance to $779.61
  07/30:  Payment was made in the amount of $2275.00, bringing total balance to $$-1495.39
  08/01:  August rent and utilities were billed in the amount of $2254.50, bringing total balance to $759.11
  08/05:  Late fee was charged in the amount of $217.50, bringing total balance to $976.61
  
  
  
  
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  Complaint About $150 Camera ********************* Apartments Im filing this complaint about a $150 charge for damage related to a security camera I installed, which I only put up after asking for permissionbecause I was scared for my safety.A man followed me into my apartment, so I emailed the office right away asking if I could install a camera. I didnt hear back for three days. When I finally got a reply (after going in person), I was told my request was sent to the regional manager. That made me feel like they were taking it seriously.Later, I found out that wasnt true. My request was never sent to the regional manageronly one staff member saw it, and responded. Thats a big communication failure, especially when safety is involved.I was told I could install a interior doorbell-style camera as long as it didnt stick out past my unit. So I used a no-damage bracket that just hangs over the doorno screws, glue, or anything like that. Even though it didnt cause damage, I was charged $150 anyway. I was told my unit door is apart of the buildings exterior, which was not known prior. I was also told I broke my lease by putting up the camerasomething no one mentioned until after the charge. Changing the rules after the fact and calling it a lease violation is unfair.Then, instead of fixing the mistake, management offered me a payment planlike the charge was normal. That just made things worse. I told them i'd like to dispute the charge.What Im Asking For:Remove the $150 charge Admit I followed the instructions and didnt cause damage Explain why I was told the regional manager saw my request when they didnt Be clear about how safety concerns are handled I have emails, photos, and proof if needed. Thanks for helping me fix this and hold the apartment management accountable.

  Customer Answer

  Date: 08/01/2025

  I originally reached out to the office the day that a an entered my home. I asked to request a camera, they never responded to my first 2-3 emails and i only got a response because i visited the office in person 3 days later. It seems as if resident safety is not their concern. I was lied to and under the impression that the leasing team had forwarded my request to the Regional manager all to just now finding out that it never happened. Which I was just told in email after following up with the email they sent me that I had been charged for the camera and also a lease violation. They also put the charge under damages when there no damage anywhere. The leasing team is every bit of unprofessional, lacks clear communication, accuracy, and acting in a timely manner.  I asked before I even moved in was it a safe environment. I was told yes, a staff member also laughed at the fact that women go through domestic violence, and also stated that i didn't look like the type to be in domestic violence, very insensitive and disrespectful to the DV community. The leasing team did not take accountability, for misinformation, not taking resident safety seriously, following up with any requests, or actually escalating things to upper management, instead they lied about it. It's also unprofessional to try and tell me about something in front of a stranger putting them in my personal business. You do not discuss people's personal business or professional business like that. I want the charge removed as the leasing team failed to communicate that I had to actually have the camera in my house, which is defintely not a doorbell. They did tell me prior that my apartment door is apparently not apart of my leased space. I feel like this management either wants to hide something and with all the police i see everyday and ambulances and starting as early as 6am, I think I'm starting to see why they do not want people to have cameras. I would think having the apartment complex put up hallway camera, therefore people would have some sense of relief and less fear for their safety, as if something were to happen there would be no proof. Also, they are saying they are going to be charging people for trash not being put in the dumpster correctyl yet every week the trash is overflown and piled up and people cant even dispose of their trash in the designated area. I hope we can find a solution to this. 

  

  Business Response

  Date: 08/11/2025

  ************************************ takes all resident concerns seriously and strives to provide clear communication and fair resolution in accordance with our lease agreements and community policies.

  
  At move-in, Ms. ******* signed the Community Policy Addendum, which states in part:

  
  "12. Exterior Common areas/hallways. Residents may not store ANY personal items outside of their rented premises. Nothing can be placed outside the door to the apartment. NO DOORBELL OR EXTERIOR RESIDENT CAMERAS ARE PERMITTED. Nothing can be stored in the hallway stairs area for any period of time. A fine of $150 per occurrence will be charged to the resident account plus the charge for any applicable clean up to include but is not limited to leaking trash bags or common area wall cleaning. All item(s) in common area breezeways will be immediately removed and discarded."
  Ms. ******** installation of a camera device on the exterior of her apartment door regardless of method of attachment or whether it caused physical damage falls under this policys definition of an exterior resident camera. The placement of the device on the outside of the unit door is considered part of the buildings exterior and visible from common areas, and therefore prohibited.

  
  Our records reflect that Ms. ******* inquired about installing a doorbell camera on June 19, 2025. The response provided the following day allowed for interior cameras that do not extend beyond the unit. The installed device was positioned on the outside of the door, which constitutes an exterior installation under the signed addendum. For this reason, the $150 lease violation fine was applied in accordance with the lease terms.

  
  We understand Ms. ******** concerns about her personal security, and while we cannot allow exterior installations, we did offer alternative compliant options such as interior cameras positioned inside the unit near the entry door. Additionally, in recognition that her rent payment attempt was timely, we waived a $133.60 late fee related to this matter.

  
  Regarding her concern about the regional managers involvement, the original email was reviewed and responded to by our on-site management representative, who relayed policy guidance that applies to all residents. There was no intent to mislead Ms. ******* about the handling of her request.
  While we are unable to remove the $150 fine due to the clear policy violation, ************************************ remains committed to working with Ms. ******* to resolve her account balance and ensure she has information on approved measures that can help her feel more secure in her home while complying with the signed lease agreement.

  
  Sincerely,

  
  ***** ******
  Regional ****************start="2989" data-end="2992"> ************************************

  
  

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23663547
   To clarify several points from Highland Easts response that do not accurately reflect my experience:
  -Despite their claim, I did not receive a response the day after my June 19 request. It took three separate email attempts and an in-person visit over three days before I finally received any communication from the leasing office. This significant delay exacerbated my safety concerns.
  -I was informed that my request was escalated to the regional manager; however, I have since learned this was not true, which led to confusion and a lack of timely action on a serious safety issue.
  -************* Apartments continues to emphasize strict lease policies while failing to accept accountability for the miscommunication and for misleading me to believe my request had been escalated to the regional manager. This lack of accountability is deeply concerning, especially given the safety risks involved.
  -Furthermore, the $150 charge was incorrectly classified as damages, although no physical damage occurred. This misclassification could unjustly affect my rental history.
    I find it deeply disheartening and upsetting that a property management team would fail to take accountability or respond with urgency to serious resident safety concerns. Effective communication, professionalism, and genuine care for residents well-being are essential in property management, especially when safety and personal security are involved. The experience I have had with ************************************ has been disappointing on all these fronts.
  I hope this information will be considered carefully when reviewing my case. I am seeking a fair resolution that recognizes both the safety issues I raised and the communication failures by the property management team.
  
  ****'ya *******

  

  Business Response

  Date: 08/13/2025

  
  
  Business Response Complaint #********

  At ************************************, we strive to be fair and consistent in applying the lease terms and community policies that all residents agree to at move-in.

  In this case, Ms. ******* installed a doorbell/exterior camera in violation of the Community Policy Addendum she signed upon move-in, which clearly states:

  "NO DOORBELL OR EXTERIOR RESIDENT CAMERAS ARE PERMITTED."

  Regardless of whether her request was escalated to the Regional Manager, Ms. ******* received direct communication from the Community Director informing her that installing the camera was not permissible under her lease and community policy, and that doing so would result in a $150 fine. At no time was Ms. ******* led to believe she would be permitted to install the camera on the exterior of the apartment.
  

  We have been fair in our handling of this matter. Specifically:
  We removed the late fee that was added when her August rent payment was delayed, recognizing that she attempted payment on time.
  We offered Ms. ******* a payment plan for the $150 fine should she need additional time to pay.
  

  Unfortunately, Ms. ******* has refused to take responsibility for installing the prohibited device despite having agreed to the policy at move-in. Her request is for management to waive the fine entirely, which we cannot do when a clear lease violation occurred.
  

  We also wish to note that while we understand the concerns, locking ones door after entering is a standard practice. On rare occasions, members of the public can mistakenly enter the wrong apartment, which is outside of managements control.
  

  ************************************ will continue to enforce community policies equally and fairly for all residents to maintain Fair Housing standards and consistency across our community.
  

  Customer Answer

  Date: 08/13/2025

   Complaint: 23663547
  I am rejecting this response because:
  I am disappointed by the response provided by Highland East Apartments and Elmington Property Management, as it misrepresents key facts, dismisses legitimate safety concerns, and ignores ongoing lease inconsistenciesparticularly regarding the washer/dryer provision under Section 15.
  First, to say I was not led to believe the doorbell camera would be allowed is simply inaccurate. After an unauthorized man entered my apartment on June 19, and after asking for help, I received no response until June 21, when ****** ***** stated that interior doorbell cameras that do not extend beyond your unit were permitted. Since my door is recessed, I reasonably interpreted this to mean a device mounted on my door would comply.
  At no point did management inform me that my camera violated policy until I received a $150 fine on July 11without any prior warning or opportunity to correct the issue. That is not an example of fair, transparent enforcement.
  It was also later admitted that my request for escalation to regional management was never actually submitted, despite staff telling me otherwise. That failure to follow through directly contributed to this unnecessary escalation.
  Additionally, I want to address the implication in the businesss response that I am habitually late with rent. This is completely false. I have never had a history of late payments. The only reason my August rent was delayed is because management refused to accept it unless I paid the disputed $150 fine a fine I had formally challenged. To suggest otherwise is misleading and undermines the facts of this case.
  Furthermore, Elmington Property Managements explanation that people sometimes mistakenly walk into the wrong apartment as justification for the June 19 incident is both alarming and dismissive. That type of response deflects responsibility and ignores the very real safety concern I experienced. It's also impractical and unrealistic to expect residents to instantly lock their doors while carrying bags or belongings into their home. Suggesting this as a standard practice shows a lack of empathy and understanding of daily resident experiences.
  Equally important, Section 15 of the lease, titled Washer/Dryer and Large Appliances, clearly states that appliances are to be provided by ownership. It is unacceptable for management to enforce certain lease clauses when convenient, while disregarding others that protect tenant rights.
  To resolve this matter, I am requesting:
  Removal of the $150 fine, issued without clear communication or fair warning;
  Confirmation that management will honor Section 15 of the lease regarding appliance provision;
  And a commitment to address resident safety concerns with more urgency and less deflection. A big emphasis on more urgency, professionalism, and less deflection. If someone mistakenly entered your homeespecially as a woman living aloneI doubt you would respond with calm or dismissal. Its unreasonable to expect residents to feel safe when such incidents are downplayed rather than taken seriously.
  I am not asking for special treatment. I am asking for the same fairness, consistency, and lease accountability that ************* and Elmington Property Management claim to uphold.

  ****'ya *******

  

  Business Response

  Date: 08/21/2025

  
  We take resident concerns and policy consistency seriously. After reviewing the lease, community rules, correspondence, photos, and account ledger, our position remains:
  
  We will not refund or remove the $150 lease-violation charge.
  We already waived Ms. ******** August late fee as a courtesy.
  We offered a payment plan for the $150 to help Ms. ******** which she declined. This was consistent with the options we provide to other residents.
  Our goal is to be fair and consistent to all residentsincluding Ms. ********* applying the same rules and courtesies uniformly.

  
  Why the $150 charge stands
  Policy agreed at move-in: Ms. ******* signed the lease and community policy addendum acknowledging that residents may not install or place recording devices that capture any area outside the interior of their home or in common areas and may not alter doors/door hardware.

  
  Camera placement despite prior notice: Management specifically communicated to Ms. ******* that she was not permitted to place a device on the exterior of her unit. Despite this, Ms. ******* installed a camera on the outside of her entry door in a manner that captured the corridor/common area. We therefore believe this was a purposeful action in violation of the rules she agreed to, even after communication was clearly given.

  
  Notice & process: A written lease-violation notice and the associated $150 standard violation fee were issued on 7/11 in line with policy. This is the same process applied to any resident who installs unauthorized devices.

  
  About rent, fees, and refusal to accept payment:
  Uniform ledger policy: Per the lease, assessed charges (e.g., violation fees) are due with rent. Our payment system applies funds in ledger order. This is standard across the community and not unique to Ms. *************************** provided: While the violation fee remained due, we waived the August late fee to minimize hardship.
  Additional effort to assist: We also offered a payment plan option to ease the burden of the $150 charge. Ms. ******* declined this option.
  

  Safety concern from 6/19
  We empathize with how unsettling an unexpected entry can feel and regret that Ms. ******* experienced that.
  We reiterate general safety practices we share with all residents (promptly securing doors, reporting concerns, etc.). This is not to diminish her experience but to help reduce risk community-wide.

  
  Escalation request
  We apologize for any confusion about escalation timing. Management has reviewed the file at the regional level and regional vice president level and confirms the decision above based on the signed lease and community rules.

  
  Lease Section 15 (Washer/Dryer)
  We honor all lease provisions as written for the specific unit type and inventory. If Ms. ******* believes her units appliance provisions differ from what is installed, we will review her specific lease exhibit and unit file directly with her to ensure full compliance. This matter is separate from the camera policy and does not affect the violation determination.
  
  In summary: Ms. ******* was informed that cameras may not be installed on the exterior of her unit, yet she chose to do so. We applied the standard $150 compliance charge, which remains due. We have already waived her late fee as a courtesy and offered a payment plan, which she declined. The $150 compliance charge will not be refunded.
  

  Respectfully,

  
  ************************************
  Elmington Property Management
  
  

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23663547
  
  I am rejecting this response because: I did not intentionally violate my lease. 

  1. Policy Agreement and Lease Violation

  While I did sign the community policy addendum, I was explicitly told by the leasing office that interior doorbell cameras that do not extend beyond my unit were permitted. Because my door is recessed, I reasonably understood that mounting the camera on my door complied. The policy change and fine were communicated only AFTER the mount, with no prior warning or opportunity to remedy. This is lack of proper notice violates Tennessee landlord-tenant law, which requires a written notice and Time to cure lease violations before fines are imposed. (T.C.A 66-28-505).

  2. Communication and Escalation

  Highland east claims I was clearly informed by the community director that the camera was not permitted and that doing so would result in a fine. This is false. I was told my request was escalated to the regional manager, which was later confirmed to be untrue. I only received a response after multiple emails and an in-person visit. This failure to escalate and delayed communication exacerbated my safety concerns and contributed directly to the confusion and distress.  (T.C.A 66-28-304)

  3. Removal of Late Fee and Payment plan - While I appreciate the waver and the offer of a payment plan, this does not resolve the unjust $150 charge imposed without proper notice or valid cause. I declined the payment ***** because I do not believe I should pay a fine resulting from management/s poor handling of my safety concern and failure to communicate clearly.

  4. General safety practices- the response's suggestion that locking doors promptly is a standard practice and the mistaken entry into wrong apartments is "outside of managements's control" dismisses the real safety risk I experienced. As well as in the midst of this safety incident my neighbor and her child were seeking refuge in my apartment on multiple occasions during domestic violence incidents, which are protected under the Fair Housing Act as reasonable accommodations. 

  5. escalation review- I acknowledge management reviewed the file at higher levels but maintain the decision that the decision ignores the core issue of miscommunication, failure to evaluate safety concerns, and unfair penalty imposition.

  6. lease section 15 (Washer/Dryer)- different yet related concerns. I expect management to honor all provisions of my lease including appliance guarantees, without selectively enforcing terms to suit their convenience. 

  7. Consistency and fairness- Highland East claims to apply rules and courtesies uniformly, but the unique safety circumstances of my case require reasonable accommodation and clear communication, which I did not receive. This is not about special treatment; it's about fair and transparent enforcement of lease terms. 

  
  Sincerely,
  
  ****'ya *******

  

  Business Response

  Date: 08/22/2025

  Final Response to Complaint #********
  
  Community Policy Agreement and ***************************start="442" data-end="445"> At the time of move-in, the parties executed the Community Policy Addendum, which forms part of lease agreement (attached). This addendum expressly prohibits the installation of mounted cameras on doors or other exterior surfaces of the community. The complainant's decision to mount a camera on the exterior door constitutes an intentional violation of this addendum, and enforcement of the fine is consistent with the lease and policies that were acknowledged in writing.
  

  Notice and Opportunity to **************start="925" data-end="928"> In accordance with the lease agreement, residents are provided with written community policies upon move-in, which constitute notice of prohibited actions. While the complainant has stated that they did not interpret the policy to apply to their circumstances, the policy itself was clear and applicable. Management acted reasonably by issuing a fine in line with the established policy and further extended accommodations by offering a payment plan, which the complainant declined.
  

  Fine *********************start="1448" data-end="1451"> Because the policy violation was the result of an action taken by the complainant, and because management has already exercised reasonableness in its enforcement, the $150 fine will not be waived or removed.
  

  Fair Housing Act / ***********************************start="1703" data-end="1706"> We acknowledge the reference to safety concerns. To date, the complainant has not submitted a reasonable accommodation request as outlined under the Fair Housing Act. The only request received has been for the removal of the fine. Should the complainant wish to pursue a reasonable accommodation, management will promptly review it in compliance with federal, state, and local law.
  

  Consistency and ******************start="2183" data-end="2186"> Elmington Property Management applies rules and policies uniformly across all residents. While we understand the circumstances described, enforcement of community policies must remain consistent to maintain a fair and equitable environment for all residents.
  

  Conclusion:
  Management has acted within the terms of the lease, applicable laws, and community policies. The fine assessed will remain in place. No further adjustments will be made
  

  Respectfully,
  

  Elmington Property Management

  
  

  Customer Answer

  Date: 09/01/2025

  I have not received any communication on when my washer and dryer will be installed in my unit, and it is now September 1st, 2025. Poor management. Poor communication. Poor everything. They try to gaslight, clearly there was never a washer and dryer installed in my unit, and I need it ASAP!

  

  Business Response

  Date: 09/08/2025

  The complainant is making an unrelated response. 

  We do not provide washers and dryers in any of the apartment homes.

  The initial matter is resolved.

  Elmington Property Management.

   

• Initial Complaint

  Date:07/07/2025

  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 signed my lease with Elmington Property Management (The ****** in **************, **) in February 2025. When I moved in, I was told everything with the unit was fine and gave me my keys. Same day, I noticed that the air conditioning wasn't working. I made a report to the office; they sent someone over who claimed they fixed it and went on about their way. They didn't fix it. Whatever they did started causing the a/c unit to constantly run and freeze up. I can't even get it to remotely blow some type of cold air unless the thermostat is set at 64 degrees but then causes the unit to freeze back up. If it is even 1 degree higher than 64, I can't get that slight chill. It is now July, and I have continuously been reporting this problem to the office as I have health issues that will not allow me to stay in that unit with the ongoing heat. They finally told me there is nothing they can do for me. They won't even provide me with window units. My thermostat is currently set at 64 degrees but reading 83. I have reached out to corporate, no response. Filed a complaint with my city's code enforcement, and nothing has of yet to be done. The unit is in my bathroom ceiling, and it is leaking from where it keeps freezing up. I've been told by ********* that it most likely is the wiring, which I've mentioned, but when they send the maintenance man over here the only thing he does is look to see if the unit has frozen, changes the thermostat setting, and tells me nothing is wrong. I have pictures of my ceiling and thermostat to show the differences in temperature over the last few months, as well as my maintenance request history. They expect me to keep paying rent, but I can barely stay at my own home because it's simply just too hot. Not only that, but the fact that the unit is constantly running has made me electricity bill extremely high. Per the electric company, I should only be paying about $90 per month, and my bills have been between $120-$250 each month for one person.

  

  Business Response

  Date: 07/10/2025

  We wanted to provide a summary regarding the air conditioning concerns reported since your move-in this past February. Please see the details below for clarity:
  Upon move-in, due to cold weather, the air conditioning system would not had been turned on.
  
  You entered your own maintenance request on 4/21 reporting the air was not working. Our team responded promptly and attempted repairs by replacing several parts. When the issue persisted, we proceeded with a full replacement of the outdoor unit and this was replaced the first week of May.
  Since then, there have been multiple calls regarding the air conditioning. Each time, our maintenance team has responded the same day and, in every instance, found the unit to be functioning properly.
  We have attached photos showing the thermostat readings, which confirm the set temperature was being met, as well as photos showing cold air blowing from the vents.
  On one occasion, the unit froze due to the thermostat being set too lowthis happened while outdoor temperatures were near 100F. Extremely low settings can cause freezing and leaks upon thawing.
  We also received a report from Code Enforcement. After their inspection, they informed us there were no issues with the unit and no citations would be issued.
  Please be aware that with extreme summer heat, A/C units are running more frequently and working harder to maintain indoor temperatures. This is a common situation affecting many residents and can result in higher utility bills.
  We've received concerns from nearby residents and staff regarding the number of occupants in the apartment. Increased traffic and usage can also contribute to higher energy consumption and strain on the A/C unit.
  On July 4th, maintenance was called due to no A/C. Our technician arrived within an hour and found the thermostat set to 64Fdespite prior communication not to set it that low. A guest confirmed they had been running in and out to light fireworks, which caused the unit to overwork. This resulted in the system freezing up.
  On 7/10, a report was made regarding damaged ceiling tiles. These tiles were replaced the same day (see attached photo as proof).
  We ask for your cooperation in maintaining appropriate thermostat settings (typically no lower than 70 degrees) and minimizing unnecessary strain on the system. We remain committed to addressing any legitimate maintenance needs promptly.
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23564923
  
  I am rejecting this response because: firstly, code enforcement never came to my apartment and completed an inspection after my report. On 4th of July, the maintenance man did not ask us any questions because for one HE CANT EVEN SPEAK ENGLISH! We let him in the apartment, he was here again for all of 5 minutes, and left. No one was in and out of the apartment for fireworks as we didnt even do fireworks this year! The air conditioning unit should not be consistently running 24 hours a day without shutting off! THAT is why it keeps freezing. The one time the maintenance man did communicate (using his ****** translate app) he told me the lowest I could set the thermostat is 64 degrees. And that is what HE put it on, not me. Company or no company, my ac should still work properly! Opening and closing a door to come in and out does not cause extra strain on a unit. You all replaced the outdoor system, but what about my indoor system? Because clearly that is the issue! Its not blowing out. And when your maintenance man came in today he stood SEARCHING for a spot where the temp was coming out the coldest and stood there for about 5 minutes doing so, per the videos attached! If it was working properly, it wouldnt still be hot in here! Your maintenance man even caught a sweat being in here after just 5 minutes! How do you all check anything when all the man does is come in my bathroom, move the ceiling tile, STARES at the unit, and then moves the ceiling tile back over saying ok because thats all he can say being he speaks no English. You all CLEARLY need an HVAC team and NOT a maintenance man that probably isnt even HVAC certified, he just claims he knows what hes doing. Either have my air fixed IMMEDIATELY or Im calling a lawyer! ****** ******, the Property Manager, is a nasty individual and has given me problems since Ive been here with this being my main issue. I need my air fixed! I wouldnt be reporting so much if there truly wasnt an issue with my ac! 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/20/2025

  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 am a current resident at 8200 ******* Nashville and am submitting this complaint due to several serious issues with the leasing office and property management that remain unresolved:1.Failure to Follow Lease Guidelines Unit Transfers:My lease clearly outlines that unit transfers are allowed, yet the leasing office has refused my request to transfer units, stating that transfers can only occur during lease renewal periods. This restriction is not found anywhere in the lease agreement, and was never disclosed at the time of signing. This is misleading and a direct contradiction of the written lease terms. The staffs refusal to honor their own policies undermines residents rights and confidence in management.2.Neglected Property Maintenance Unclean Breezeways:The breezeways and shared areas are consistently dirty, with trash, debris, and even pet waste left uncleaned for days or longer. Despite repeated observations and complaints, the leasing office has failed to ensure regular and adequate cleaning of these common spaces, contributing to an unhygienic and unpleasant living environment.3.Resident Safety Concerns Crime, Car Break-ins, and Attempted Theft:Most concerning, there has been a noticeable increase in criminal activity within the complex, including multiple car break-ins and attempted car thefts in the parking areas. Despite these incidents being reported by residents, the leasing office has made no visible efforts to improve safety. Criminals living on premises doing these crimes with others outside the property as well. As a paying resident, I have the right to a safe, clean, and professionally managed living space, and the property management has consistently failed to uphold their responsibilities.Desired Resolution:Immediate review and adherence to the lease agreement regarding unit transfers.Implementation of a reliable cleaning schedule for breezeways and common

  

  Business Response

  Date: 06/25/2025

  Afternoon, 

  Please see attached lease; on page 55, clause 22 states our policy on unit transfers, for reference regarding compliant about unit transfers 

  Please see attached page 56, clause 29 for reference for the crime. We also have security from 6pm- 6am available, also the local PD can be called for any crime activity that is witnessed. 

  We have a routine scheduled cleaning of the breezeways that onsite maintenance takes care of daily, weekly, and monthly. Please reach out to the office for any other concerns regarding your lease or maintenance items specifically for your building or unit. 

   

  Thank you, 

   

   

   

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23498102
  
  I am rejecting this response because: Ive reviewed my lease agreement section 22. thoroughly, and while it does reference unit transfers, it does not contain any specific language restricting transfers solely to the time of lease renewal. If such a limitation exists, it is not disclosed in the signed lease, and therefore cannot be enforced retroactively without prior written notice or agreement.
  
  
  If this policy is based on internal procedures rather than lease terms, it should have been communicated clearly and transparently at the time of signing. As a current resident abiding by the lease, I have every right to request a unit transfer, and I expect a decision based on what is actually stated in the lease not on informal or undisclosed policy.
  
  
  Please provide a written explanation referencing the exact section of the lease that prohibits mid-term transfers, if one exists. Otherwise, I expect this request to be reconsidered in good faith.
  
  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/26/2025

  HI, 

  Unit transfers are based off a few things. You basically would have to requalify for the new unit. We tried to move you in early February, and you decided that you did not want the 3 bedroom that we had available. You declined. However you are more than welcome to come to the office to put in a written request. You will need to start the process since it was declined early this year for transfer. 

   

  Thank you, 

   

• Initial Complaint

  Date:06/05/2025

  Type:Product 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 applied to one of their properties last Wednesday May 28. It was a unusually HIGH application amount of $300. I made a mistake on my income, we corrected it as I sent my financial documents to the manager Amalie. She received them Thursday May 29. I was told by leasing person, *****, that all looked good, the rent verifications were received, and that she would call me. All communications have stopped. I contacted Elmington via the website, I have called 1104 12 times, I called the regional manager at 708 property, but nobody has called. I sent two emails to Amalie, requesting my $300 application fee back on 6/4. I have heard nothing from anyone. They just took my money and went silent. I am in **************, moving back to ********* so it was urgent that I secure an apartment. I have since rented another place since I received no response from 1104.

  

  Business Response

  Date: 06/09/2025

  I have spoken with Ms. ********* and have expressed our apologies for any miscommunication and/or response time in reference to her account.  I refunded all fees paid to the community and requested our ************* send the refund check overnight to her so that she will not have to wait for **** to deliver the refunded amount via regular mail delivery. 

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

  Regional Manager