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:07/14/2025

  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 rent a house from Evergreen Live that I continue to have issues with my residents due to them not taking care of the property properly. I called the ** on May 24, 2025 to check the house for a gas leak as the house smelled like gas every where. Fire Department arrived and located leak. They turned off the source and gas continued to leak so they unplugged the stove all together. The rental company offered me a hotel and I expressed to them that I have a 5 year old and that would not work. I spoke with them and they assured me I would be reimbursed for the money I spent on food during this time. I went without a stove for 11 days and caused me and my daughter a lot of suffering and pain. I sent them the email attached showing them how much they would spend on the hotel and the amount I requested to be reimbursed. They credited me $110 and that this was final and will not be changed and is closed. I spent a lot of money on gas getting my daughter and I fed everyday for 11 days. Due to this, Evergreen Live owes me money for the money spent during this time.

  Business Response

  Date: 07/16/2025

  Thank you for bringing this matter to our attention. We understand the residents concerns and would like to provide additional context regarding the timeline and actions taken.
  

  Upon being notified of the gas leak on May 24, 2025, our team immediately submitted an emergency work order, and our vendor promptly reached out to the resident to coordinate service. A full kitchen gas inspection was completed, and based on the technicians report, it was determined that the existing stove needed to be replaced.
  

  We acted quickly to order a brand-new stove, which was installed as soon as it arrived on June 3, 2025.
  

  A concession of $110 was issued in consideration of the time the stove was unavailable. The approved amount was based on a standardized calculation that is applied consistently to ensure fairness across all residents experiencing similar issues.
  

  We regret any frustration this situation may have caused. Our team made every effort to respond promptly and ensure the issue was fully resolved, including offering alternative accommodations, which the resident declined.
  At this time, we believe a fair concession has been provided and consider the matter resolved.

  Business Response

  Date: 07/16/2025

  Thank you for bringing this matter to our attention. We understand the residents concerns and would like to provide additional context regarding the timeline and actions taken.
  

  Upon being notified of the gas leak on May 24, 2025, our team immediately submitted an emergency work order, and our vendor promptly reached out to the resident to coordinate service. A full kitchen gas inspection was completed, and based on the technicians report, it was determined that the existing stove needed to be replaced.
  

  We acted quickly to order a brand-new stove, which was installed as soon as it arrived on June 3, 2025.
  

  A concession of $110 was issued in consideration of the time the stove was unavailable. The approved amount was based on a standardized calculation that is applied consistently to ensure fairness across all residents experiencing similar issues.
  

  We regret any frustration this situation may have caused. Our team made every effort to respond promptly and ensure the issue was fully resolved, including offering alternative accommodations, which the resident declined.
  At this time, we believe a fair concession has been provided and consider the matter resolved.

  Customer Answer

  Date: 07/16/2025

  I am rejecting this response because of all the money I had to spend on gas and food to feed me and my 5 year old daughter. This is a hindrance not only to me but my five year old.

  Business Response

  Date: 07/16/2025

  Thank you again for sharing your concerns. We truly regret the inconvenience you and your child experienced due to the stove issue. We understand how important a fully functioning kitchen is to daily life, and we sincerely apologize for the impact this caused your household.
  

  During the time the stove was inoperable, the home did still have a working microwave and refrigerator, and our team worked as quickly as possible to coordinate repairs and restore full functionality. Additionally, although it is not standard practice to offer relocation for a non-working range, we extended that option in an effort to support you during this time. Unfortunately, that offer was declined.
  

  We have reviewed this matter thoroughly and, based on the circumstances and documentation provided, believe the compensation already issued was fair and appropriate. While we understand you feel it did not fully address the disruption, we will not be issuing additional reimbursement at this time.

• Initial Complaint

  Date:07/03/2025

  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.

  My rental agreement began on Friday June 27. Since that point, I have had no working AC, multiple lights either broken or out upon arrival, a refrigerator that needed a new filter, no trash cans until Sunday, no washer and dryer to this point, and the house had clearly not been cleaned. There were obvious large cobwebs in the kitchen at hip level, dirt and dust everywhere, and a dishwasher with mold. I have been on the phone with countless people to this point. They are refusing to accommodate me with any sort of retroactive payment, even given that this was not what I signed up for and has been a complete nightmare. They are wanting to put me up in a hotel or give portable AC units, great I guess. Except for the fact that my mom just moved to this country on Wednesday June 2 for the first time. So I dont want to have to go from my work, to the house to eat food (because I do not want to pay for food out until this issue is resolved), then have to drive to the hotel. I have been given zero assurances of when this issue will be resolved, despite multiple people coming out to look at it. I have been offered to potentially move to another unit, which in theory would be great. But I am not paying to have my stuff moved again and I have had a terrible experience with this company. In an ideal world, Id like to be compensating for my mom and Is suffering, and break my lease with no cost. I cannot believe how terrible all of this has been for me. She cannot even get comfortable in her new home because of this. The customer service has been terrible, too. Im not getting live people on the phone and Im having to repeat my issues to more people than I should. I am not one to take time out on the 4th of July weekend to make complaints, but this has been too horrible of an experience for me to not say something.

  Business Response

  Date: 07/07/2025

  Thank you for taking the time to share your concerns. We truly regret that your move-in experience did not meet expectations, and we appreciate the opportunity to address the issues youve raised. Our goal is always to ensure that you feel comfortable and supported in your home, and I want to take a moment to outline the steps we've taken and what you can expect moving forward.
  

  This home is a newly constructed property, and we understand that several items were not yet complete at the time of your move-in. Since then, we have worked to resolve many of the concerns you noted, including:
  Installing the washer and dryer
  Replacing the refrigerator filter
  Ensuring the dishwasher is functional
  Replacing lightbulbs throughout the home
  

  Regarding the **** issue, there is an open work order, and our licensed vendor has already been dispatched. Because the **** system is still under the builders warranty, the vendor has been required to coordinate directly with the manufacturers technical support team before completing repairs. We understand this process has caused frustration and delays, and we are continuing to push for resolution as quickly as possible.
  

  While this issue is being addressed, we offered to provide temporary accommodations in a hotel. Although the lease lists only you as the legal occupant of the home, we have extended this accommodation to include your mother as a courtesy, despite her not being listed on the lease or your recent rental application.
  

  We understand that this situation has been difficult, and we truly appreciate your patience. Once the **** repairs are completed and the home is fully functional, our team will follow up with you directly to review the full scope of your move-in experience. At that time, we will evaluate the situation for a possible concession in recognition of the inconvenience youve experienced.
  

  Please feel free to reach out if you have additional questions or need further supportwere here to help and committed to making this right.

• Initial Complaint

  Date:06/10/2025

  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.

  My property has been yet taken over by yet another property management company for the forth time.I have gotten an attorney involved with this uninhabitable house.Electrical and plumbing issues and repairs that were done completely un authorized by the city.I have called code enforcement and have given them 30 days to issue a list of repairs to my house and there has yet to be a response.

  Business Response

  Date: 06/11/2025

  Dear ******* ,
  Thank you for bringing your concerns to our attention.
  

  We understand that youve experienced ongoing issues with the condition of the home, and we want to assure you that we take these matters seriously. While our company, Evergreen Live, does not currently manage the property, we are scheduled to assume management on June 17, 2025.
  

  Although we are not yet responsible for the home, we are beginning preparations for the transition. As part of this process, a member of our team will be reaching out to you shortly to gather more information about the concerns you've reported. We will also be contacting the current property management company to obtain any available records related to the property's condition and repair history.
  

  Our goal is to ensure a smooth transition and begin addressing any outstanding issues as quickly as possible. We are working with our maintenance team to schedule an initial visit to the property on or shortly after June 17th, once we officially assume management.
  

  We appreciate your patience and cooperation during this time and look forward to working with you soon.

  Customer Answer

  Date: 06/11/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/10/2025

  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.

  Oct 30th 2024 my husband put in a work in to evergreen about the air unit not blowing out any air the dispatcher ****** called my husband saying to go into the attic to check the filter and that they weren't going to send anyone out until he dose my husband address how scared he was and didn't feel comfortable going into a dangerous area that he could get **** ****** email back with a rude response saying that he talked to the manager and it's not cost effective for them an if they sent *** the maintenance they would charge us 250$ my husband had no choice and went to check where ****** sent him my husband fell through the ceiling crashing down through the house causing great harm he dislocated his spine his neck and his hip and tore the rotor coffin his arm and the bicep muscle in his arm needing surgery with horrible injurys my husband works 60 hours a week for 9y and we were trying to get a house coming the next year now on disability losing 1300$ week to 500$ week evergreen than eviction on us we lost everything our whole lives turned upside after my husband injuries then after send out 4 companies and they all said the same thing the filter wasn't even in the attic idk y he sent u up there an it wasn't the filter there a leak in the system 2 pounds of coolant 12days later an other 2 more pounds huge hole needed to be fix and everyday after this evergreen has been harassing us what certified letters court letters , eviction letters we didn't even rent through them we went through home source which was an amazing company evergreen took over and been totally h*** this company has been ruining ppl lives how they get away with this how do they sleep at night my husband could of been killed we lost everything bc of them an they won't hand over the recorded phone conversation but ****** did acknowledge telling him through email by not denying it we went from having an amazing life to living on skid row barley surviving an now ruined credit we just want bk lost wages

  Business Response

  Date: 04/22/2025

  Please be advised that this matter is being reviewed in coordination with our legal counsel and the appropriate insurance representatives. Due to the nature and seriousness of the claims made, all further communication and resolution must proceed through those formal channels.
  Given that this issue now involves legal representation, the Better Business Bureau is not the appropriate forum for resolution. We appreciate the role of the BBB in mediating customer concerns, but we are unable to comment further in this public forum while legal processes are ongoing.
  We respectfully ask that all inquiries related to this matter be directed through the involved legal or insurance representatives going forward.

  Thank you,

  Evergreen Live

  Customer Answer

  Date: 04/22/2025

  Thank you BBB for responding back updating me I'm truly confused where evergreen is saying they can't respond here due to legal matters an not the appropriate way they can respond to there are no active cases open at this time so if they are going to settle this matter I'm completely unaware of it an truly don't know how they would even respond to us to notify us in anyway nothing has even been brought to our attention if they were even considering any action that we are completely unaware of we were just trying to settle this matter out of any legal matters we have been done so wrong by this management company and because of there employer insisting my husband go into the attic when my husband truly didn't want to an felt safe they rude and threw money at us charging us if he didn't, bc of that my husband was injured causing multiple injuries an lost wages pain an financial struggles credit problems now , surgery , physical therapy ect... An our lives completely ruined 9y to build to having our lives ripped from us due to them refusing to fix a problem that was not our responsibility was a leak 

• Initial Complaint

  Date:04/07/2025

  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 am writing to file a formal complaint against EvergreenLive. On April 5, 2025, my fiance and I submitted an application for a rental property at ********************************************** and paid a non-refundable application fee of $100. The listing for the property, as well as the company's website, did not include any mention of a credit score requirement for applicants.On April 7, 2025, we were notified that our application was denied due to our credit score not meeting the required ****************************************************************************** on the website, and if it had been, we would not have applied in the first place. When I contacted the company, I spoke with a supervisor named *******, who informed me that our credit was considered "extremely poor" due to a bankruptcy caused by medical debt exceeding a million dollars. I explained that this debt was not indicative of our overall financial responsibility, but her stance remained unchanged.I believe the failure to disclose this credit score requirement upfront constitutes misleading business practices. As a result, I am requesting a full refund of the $100 application fee, as the fee was paid under unclear and misleading circumstances.I have attempted to resolve this issue directly with EvergreenLive, but they have yet to provide a resolution.I am requesting that the BBB assist in facilitating a fair and timely resolution to this matter.Thank you for your attention to this issue.

  Business Response

  Date: 04/09/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and provide clarification regarding our application process.
  

  At Evergreen Live, we are committed to ensuring transparency and fairness in all aspects of our leasing process. Our website clearly outlines the criteria used to evaluate rental applications. While we do not rely on a traditional credit score, we use a Resident Score provided by **********. This score is generated using a combination of factors, including payment history, rental history, and public records, to provide a more comprehensive view of an applicants financial reliability.
  

  We do not have a blanket credit score cutoff, but we are looking for applicants who demonstrate a responsible credit history and the ability to meet their financial obligations. While this typically includes a Resident Score above a certain threshold, final decisions are based on a holistic review of each application.
  

  Our website states in several locations that if applicants have questions, we have not answered, they are encouraged to submit their inquiries through the Contact Us page, where a member of our team will respond directly. Additionally, any questions specific to the leasing process or an application should be directed to our leasing team prior to submitting an application.
  

  It is also clearly stated on our website that the application fee is non-refundable, as it covers third-party screening and processing costs.
  

  In this case, the applicants Resident Score, combined with a recent bankruptcy, unfortunately did not meet the standards we require for approval. While we understand this may be frustrating, the criteria and policies involved were available for review prior to submitting the application.
  

  We regret any confusion and will continue to evaluate our communication materials to ensure our policies remain clear, accessible, and transparent for all prospective tenants.
  
  

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because: I spoke to people from the business that said that credit worthiness but you sent me an email with a credit score that I had to meet in order to be approved. You also did not look into any of the other criteria and just denied me based on my credit. 

  Business Response

  Date: 04/15/2025

  We appreciate the opportunity to respond to this complaint.
  

  Please note that our rental application process does not rely on credit scores; instead, we use a combination of resident scores and income verification to evaluate applicants. In this case, the report generated for the applicant did not meet the criteria required for approval under our company's policies.
  

  While we understand that being denied can be frustrating, the application fee covers the cost of generating the report and is non-refundable. Prior to submitting the application, the applicant was given the opportunity to review our rental criteria and contact the leasing team with any questions.
  

  Attached is the email we sent to the applicant, which outlines the reasons their application did not meet our standards. We also informed the applicant that they had the option to add a guarantor to potentially strengthen their application.

  
  

  Business Response

  Date: 04/15/2025

  We appreciate the opportunity to respond to this matter.
  Our application process is designed to be transparent and fair to all prospective residents. As part of that process, applicants are provided with our rental criteria in advance and are encouraged to review them and contact our leasing team with any questions prior to submitting an application.
  We would like to clarify that we do not use traditional credit scores when evaluating applications. Instead, we rely on a resident score, which is a proprietary scoring model that takes into account multiple factors related to an applicants rental history and financial responsibility, including income verification.
  In this case, the applicants resident score and income documentation did not meet our companys criteria for approval. As disclosed during the application process, the application fee is non-refundable and is used to cover the cost of third-party services, including the generation of the resident score and verification of income and background information.
  Because the application was processed in accordance with our established policies and the applicant was informed of the terms in advance, we will not be issuing a refund of the application fee.
  We remain committed to treating all applicants fairly and consistently, and we encourage future applicants to carefully review our rental criteria and reach out with any questions before applying.

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:  Due to me not being made aware of those policies you state that I should have been aware of. I would like a refund issued. 

• Initial Complaint

  Date:01/09/2025

  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.

  On 08/23/2024 I signed and started moving my things into the home I am currently renting. The property management company has not done anything to fix any of the problems we have in our home. Black mold in the master bathroom, AC unit not working, back door frame needs to be replaced, electric socks in the garage that does not work, windows that was not place in correctly and air is coming in. Heater does not work to where we has to but space heaters to warm up the home. Rotted kitchen cabinets, water coming in the kitchen when it rains and master bathroom leaking into kitchen, **** ***** in the back yard that is smoking and sparking. These are just some of the problems we are having living in our home. This house has not passed a city inspection in over 3 years and they have all utilities in the companies name and will not provide us with a copy of them even after requesting them. We have requested for all of these items be addressed and it has not. I have hd to go to the ** several times due to some of the things that is wrong with this house.

  Business Response

  Date: 01/10/2025

  Thank you for taking the time to share your concerns with us. We want to assure you that we take your feedback seriously and are committed to addressing the issues you have raised.
  

  We are actively working with our maintenance team to address each of your concerns and the items noted during the city inspections. Our goal is to ensure that your living environment meets safety and quality standards, and we are prioritizing these repairs.
  

  It is important to note that we have already addressed several issues, including the air conditioning unit and bathroom concerns, and we provided a concession of two months' rent to acknowledge the inconvenience these issues caused. Additionally, we have taken the necessary steps to provide you with copies of the utility bills you requested, which should now be in your email.
  

  Your satisfaction and well-being are important to us, and we regret any inconvenience you have experienced. If you have further concerns or require additional assistance, please feel free to contact our office directly.
  

  Thank you for your patience and understanding as we work to resolve these matters.

  Evergreen Live  **************

  Customer Answer

  Date: 01/30/2025

  I have reached out to this company several times for over several months regarding the living conditions of my home this house, not passing inspection several itemsthat need to be fixed in order for this house to be lived in and they have yet to honor or fix anything that is needed. have been sent to the hospital because of breathing issues because I have black mold in the master bathroom for over three months before they decided totake it out and now they do not want to pay the hospital bill because of it. This house has Failed the city of ******** inspection several times and the latest time on January 8 of 2025 they recently had someone come out to checkthe foundation of this house to find out this house has shifted and now theres a water main leak. We have reported this and they have to come and do anything about it. We have asked for them to relocate us several times and they have not done that they have beensaying since September of last year they were going to send us houses for us to check out so we can get relocated and as of todays that still has not been done. Ive spoken with a supervisor by the name of *******, who was completely rude and very disrespectful and basically dismissed my issues as if they were in my head to have her manager, *** ****** saying the exact same thing and offering to finally let us out of our lease, but refuse to pay give us our deposit or pay to us. This is unacceptable. I am in closing pictures from the time I moved into this house to now so you can see exactly what I have been dealing with.

  
  

  Business Response

  Date: 01/30/2025

  We appreciate you reaching out and bringing your concerns to our attention. We sincerely regret to hear about the difficulties you have experienced and want to assure you that we take these matters very seriously.
  Regarding the maintenance issues you have reported, we acknowledge the concerns raised about the condition of the home, including the inspection results and necessary repairs. We understand that delays in addressing these matters have caused frustration, and we apologize for any inconvenience you have experienced. Our team has been actively working on resolving the issues, and we remain committed to ensuring that all necessary repairs are completed to meet habitability standards.
  With respect to your concerns about mold, our vendors conducted an inspection and determined that there was no mold present in the home; rather, the issue was identified as mildew. Proper cleaning and remediation were conducted to address the concern. 
  In response to your request for relocation, we acknowledge that there have been ongoing discussions regarding alternative housing options. While we have offered an early lease termination as a resolution, we understand your concerns regarding the return of your security deposit and moving assistance. We are happy to further discuss this matter to reach a fair resolution.
  We sincerely regret any negative interactions you may have had with our staff. It is never our intention to make a resident feel dismissed or unheard. We will be reviewing this matter internally to ensure all concerns are addressed with professionalism and respect.
  We would like to work toward a resolution that is fair and satisfactory for all parties involved. Please let us know a convenient time to discuss your concerns further. You may contact us directly at ************ so that we can explore potential solutions together.

• Initial Complaint

  Date:12/31/2024

  Type:Billing 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.

  We moved in October 27th and it is now December 30th. We have had issue after issue since moving in. They did a walk through with the builder and allowed us to move in without fixing all the issues wrong. I have a hole in my bathroom door with blue tape on it from the walk through. I reported it and it was removed. We viewed the townhouse and there was a 2-hole beautiful door pull on the front door. Sometime while we signed our the pull was removed and a 1-hole door k*** was put in it's place leaving a hole in the door where air could come through. I reported this several times and no one came till it got cold then instead of putting a long 2-hole pull back on the door they left the door k*** and put a s**** in the hole. I pay way to much to live here have my front door have a door k*** and s**** in it. This does not look like the high end finishes described. When paying for our first months rent we asked about the extra charges for utilities, trash, etc, and we were told that they would move to the next month. They did not and we were charged double up front for those and now they are being charged again. I have now had several trash chages added and we've paid trash the entire time we've been here. The charges also do not match the trash company's charge for trash nor do the new charges match the previous charges. We have been here now for over 60 days and we have not had all our bills posted. The email we were sent says no more than 45 days. The internet and water bills have not been posted to be paid. I can not properly budget which leaves me setting aside money that could be used elsewhere. We also have not gotten a mailbox key and we were told all keys would be here. This place is beautiful but this experience has been awful. The people we speak to are at times rude or seems like we a bothering them and that's if we get someone to the phone. The leasing agent stopped answering. This is really the tips of the issues. I could go on. Please help. I'm exhausted.

  Business Response

  Date: 01/02/2025

  Thank you for reaching out and sharing your concerns regarding the door repair and the utility charges on your account. We take all feedback seriously and want to assure you that we are actively investigating the issues you have brought to our attention.
  

  Regarding the door repair, our maintenance team is working diligently to arrange for a qualified professional to properly address and resolve the issue. We are committed to ensuring the repair meets the highest standards and appreciate your patience as we coordinate this effort.
  

  We are also reviewing the utility charges on your account to provide a clear and accurate response. We will be in touch with you shortly to provide an update or resolution on both matters.
  Should you have any additional details or questions in the meantime, please feel free to contact us directly at ************.
  Thank you for bringing this to our attention, and we look forward to resolving it for you.

  Customer Answer

  Date: 01/06/2025

  Evergreen Live has reached out to me over the weekend and will be calling this week to try to resolve the issue. Nothing has been resolved yet.

  Customer Answer

  Date: 01/10/2025

  I am rejecting this response because:   *aintenance did not call whe. They said they would so I am still waiting on the * maintenance items to be fixed. Now due to weather they can not be fix and we have to wait till Tuesday.

  Business Response

  Date: 01/13/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience youve experienced regarding the door handle repair.
  

  Due to the recent winter storm that impacted our area, the scheduled appointment had to be rescheduled for safety concerns. We deeply regret any frustration this may have caused and appreciate your understanding during this time.
  

  To ensure your needs are addressed as quickly as possible, a member of our maintenance team will reach out to you soon to discuss the next steps. In the meantime, please dont hesitate to call us at ************ if you have any additional questions or concerns.
  

  We are committed to resolving this matter promptly and appreciate your patience and cooperation.

  Business Response

  Date: 01/16/2025

  We are writing in response to the complaint regarding the door handle, mailbox key, and utility bills. We have addressed and resolved these issues reported by the resident.  Additionally, we have confirmed directly with the resident that these items have been fixed to their satisfaction.  We have also given her a direct contact number should she need support in the future.

  Please let us know if you require any further details or documentation regarding this matter.

  Thank you for your time and assistance.

  Customer Answer

  Date: 01/16/2025

  I have reviewed the business response and accept this resolution. All items have been fixed and I have better understanding of the chages on my bill. I also have more people I can contact now so that I can get what I need. I am happy and at peace with my space. Thank you all.

• Initial Complaint

  Date:12/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company recently took over the property management of the property I am renting. Since we have been here we have been late paying our rent. I do understand that everyone has to be paid because it is a business. The original rent is ********. This company charges us ***** processing fee, ***** late fee, and for the past months keeps charging us ****** in legal fees for an eviction they are NOT processing. All they do is send a letter and say we have until the next of the month to have the balance paid in full. They have charged us a late fee and legal fee for the past two months. Charging a fee of 260 monthly is NOWHERE IN OUR LEASE AGREEMENT. I thought that was the purpose of the late fee. That is an extra 310$ dollars we are paying a month toward our rent. We are barely affording the rent thats why we are late but to keep adding these fees just to send a letter is unethical.

  Business Response

  Date: 12/23/2024

  Ms. *******,

  Thank you for sharing your concerns. We understand your frustration and appreciate you taking the time to speak with our team on Saturday. We would like to clarify that the legal notice is not an eviction but a formal reminder for payment, as part of our process to ensure timely rent collection. The charges for legal fees, late fees, and processing fees are outlined in the lease agreement, and we are sorry if this was unclear.
  

  We value our residents and always aim for open communication to resolve any issues. We're glad you had a chance to speak with ******, and we'll continue to look for ways to improve our service moving forward. If you have any further questions or concerns, please don't hesitate to reach out. We are committed to making your experience better.

• Initial Complaint

  Date:12/16/2024

  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 was living in a home managed by a property management company called renters warehouse and half way through my lease evergreen live took over the property management. It was a nightmare! So many appointments missed for maintenance repairs and terrible communication. When I moved out they tried charging me for many things that were already there before I moved in. One of the issues was the carpet was not cleaned prior to me morning in, and. I provided pictures and a receipt for when I had to carpets cleaned myself. They still charged me $200 for carpet cleaning!

  Business Response

  Date: 12/17/2024

  Thank you for sharing your concerns regarding the move-out charges for the carpeting in your former unit. We understand your frustration,and we appreciate the opportunity to address your concerns.
  

  As part of our move-out process, tenants are responsible for ensuring the property is left in a clean condition, as outlined in the lease agreement. This includes the cleaning of carpeting to a standard that allows for normal turnover. After reviewing the condition of the unit at the time of move-out, we determined that the carpeting required additional cleaning beyond normal wear and tear.
  We have provided you with the move-out inspection report that documents the condition of the carpeting at the time you vacated. While the receipt you submitted shows carpet cleaning in February 2024, the condition of the carpet upon move-out indicates that additional cleaning was necessary.
  

  If you have a more recent receipt for professional carpet cleaning closer to your move-out date, we would be happy to re-evaluate the charges. Please feel free to share this with us at your earliest convenience.
  Thank you for your understanding, and we are here to address any additional questions or concerns. You can reach us directly at ***********************************************************************.

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service 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.

  My name is ******** **** i applied for a home with this company over a month ago. Everything was moving smoothly. I was receiving emails, call backs text messages. But then it all stop when the property failed inspection. Now myself and my children have been literally homeless for over three weeks now. Christmas is 15 days away and i have no place to go now. Woman name ******* have been ignoring my phone calls, text messages and emails. To think i actually found a genuine person who cares she prove me wrong cause she is now putting me on the back burning. Knowing how hard it is out here with 5 children. Im spending unnecessary money on storage, spent over ****** for a rental truck. I just want the repairs fixed so me and my family can moved in thats all i an praying ?? for

  Business Response

  Date: 12/11/2024

  Good morning, Ms. ***************** you for reaching out. Please accept my apologies for the lack of communication and stressful living situation.  I assure you this is not the applicant experience we intend to offer.  I have escalated this to the head of property management and asked that you are contacted this morning to get resolution for you.  

  Regards,

  *. *****

  Customer Answer

  Date: 12/11/2024

  I have reviewed the business response and accept this resolution.