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:02/11/2025

  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.

  Whom It May Concern,I am filing a formal complaint against Wooded Creek Apartments in ******, *****, and their parent company, Richmark Properties in **********, *****, regarding an unpaid real estate commission.I am a licensed Realtor in ******, and in July 2024, I referred my client to apply for an apartment at ************ Apartments. My client was approved and officially moved in on August 17, 2024. My name and real estate license were listed on the application, and I completed all necessary vendor paperwork to receive my real estate commission for this *********** of today, February 11, 2025, I have not received payment for my commission.Attempts to Resolve the Issue:Since December 2024, I have been calling the Wooded Creek sales office multiple times. The sales agent referred me to the Richmark Properties Corporate Office.I began calling the corporate office since the first week of January 2025 with no response.On January 11, 2025, I attempted further contact by:- Leaving messages on Richmark Properties' LinkedIn ************** an email to *********************************** Submitting a direct message via the Richmark Properties website under the "Contact Us" section Despite multiple attempts to communicate, I have not received any updates regarding the status of my commission payment. I am now escalating this matter to the Better Business Bureau in hopes of receiving a resolution.I kindly request that Richmark Properties address this issue immediately and provide an update on the status of my commission payment.Thank you for your time and assistance. I appreciate your help in resolving this matter.Sincerely,********* ********** RE #*******

  Business Response

  Date: 02/27/2025

  We appreciate your outreach. Our team is already in contact with Ms. ********** and is addressing the matter. Please dont hesitate to reach out if theres anything further we can do.
  

• Initial Complaint

  Date:12/17/2024

  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.

  Denied for an apartment I applied for on October 31. I was told my deposit would be refunded to my address on the application between 4 to 6 weeks. It is past 6 weeks and I have reached out multiple times to get a solution and I'm put on hold or no one answers the phone at The Chalet Apartments at **********************************************.

  Business Response

  Date: 12/18/2024

  Response and information provided by *******, the Regional Manager over Chalet.

  "The applicant submitted his application online using the designated platform. It was explained to **** ****** that while the application fee is nonrefundable the deposit is refundable unless the application is falsified. In this case the application was found to be falsified resulting in the forfeiture of the deposit. After thoroughly reviewing the application and background check, We were not able to proceed with the application. The credit report indicated a score below our required standard, along with four property-related debts and one recorded eviction. Additionally, the application stated there were no property debts or evictions which was inconsistent with the findings.
  This policy was clearly communicated to the applicant and furthermore the manager spoke with the applicant on December 16, 2024; to reiterate his information despite the explanations the applicant chose to file a complaint as of December 17, 2024.
  
  I have attached a copy of Mr. ****** application with the highlighted areas that pertain to his denial and forfeiture of the deposit."

  Please let us know if there is anything else we can do or provide to resolve this complaint.

  Customer Answer

  Date: 12/18/2024

  I am rejecting this response because:   I was unaware of any property debt and an eviction. The manager did not speak to me about any of the information that is being stated. 

  Business Response

  Date: 12/19/2024

  Mr. ************* take all feedback seriously and aim to provide clear, transparent communication throughout our application review process. As previously explained, our review of your application revealed discrepancies between the information provided and the results of the background check. Specifically, the application indicated no prior property-related debts or evictions, which was inconsistent with the findings, including a recorded eviction and outstanding property debts.
  We understand that this situation is frustrating. If you feel there has been an error or misunderstanding in your background check, we encourage you to reach out to the reporting agencies directly for further clarification. You can contact them at: ************ or ************
  We have attached a copy of the screening report for your reference. Please let us know if you need any additional information.
  Thank you for your understanding.
  Sincerely,
  Richmark Properties

  Customer Answer

  Date: 12/19/2024

  I am rejecting this response because I was unaware  of any money owed. I reached out to the said properties and I have no knowledge of the pass due amounts nor any knowledge of any eviction until your report. I still reject you keeping my deposit. Your company is a fraud. 

• Initial Complaint

  Date:12/04/2024

  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.

  My lease with this company ended today and I have paid the pro-rated rent for the 4 days of this month that I was in the apartment. I am now moved out, but the company is attempting to charge me for the rest of the month(5th-31st) and today has tacked on a late fee for non-payment.I have called the office 4 times as of today and have been answered one time saying that I would be contacted this morning. Every other time I got told to leave a voicemail.

  Business Response

  Date: 12/05/2024

  More information provided by the property manager - 

  "The resident contacted the office, but I missed his call. I worked alone yesterday as it was the assistant's day off. Before I could get back to him today; he reached out to corporate. ( ********* replied to email)  I have since moved him out effective today. I am not sending in a FAS until the final water, trash, and sewer bills are posted to his account. I emailed him and advised that once his final bills are posted I will close the account and if a refund is due I have his forwarding address. 
  The system does not prorate for move-outs until the resident moves out. He logged in to the portal; saw rent due for the month and panicked without allowing me to explain."

  We are dedicated to resolving any inconveniences you have experienced. Please let us know if there is anything else we can do.

  Customer Answer

  Date: 12/05/2024

  I was able to obtain a response from the business after filing a claim with the BBB.

   

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problems that were of concern were roaches,even with a exterminator and multiple fruit flies in the freezer and refridge, replaced with an old used refrigerator that was not up to standard. Air conditioner leaked wand flooded bedroom, destroying clothes along with keepsakes, valuables for both me and the children.

  Business Response

  Date: 11/11/2024

  I believe this has been sent to us in error.  Madera Residential/Rockwood Multifamily Management, no longer manage this community. We have not managed this community since June of 2023. Current management is Richmark. Please let me know if I can be of additional assistance to you.

   

  Kind Regards, 

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

  Regional Operations Manager

  Madera Residential. 

   

  Business Response

  Date: 11/13/2024

  Hello,

  Thank you for bringing your concerns to our attention. We strive to resolve issues promptly, but unfortunately, we were unable to locate your information in our system using the name provided.
  To better assist you, could you please provide the name of the property in question and any additional details that would help us identify your account? We are committed to addressing your concerns as soon as we have the necessary information.

• Initial Complaint

  Date:11/06/2024

  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.

  Okay, not sure where to start.. Okay so the original name of the apartments I lived in was *********** and then they were bought by Richmark Properties **** abruptly. Now that the apartments that I once lived in has been bought.. I have been having billing issues AFTER I HAVE MOVED OUT. So I informed ******** PROPERTY MANAGER that I was vacating the premises a month in advance before my lease was up in October and she claimed she never received it when I sent it back in August 2024 and GIVEN THAT I GAVE THEM A NOTICE THAT I WAS MOVING OUT BEFORE MY LEASE WAS UP. I informed the property manager that I was moving out on Oct 4th and of course I still had to pay full months rent because my lease was not up until 10/27/24. I have been receiving late fees on my account for rent that was not considered late and I have received a late fee for November's rent and a light bill that I am not responsible for because I specifically told the property manager on the phone that I was moving out on the 4th of October and I'm assuming she didn't get the confirmation through her head that I was moving out on the 4th. Long story short I will pay October light bill only the rest of the bills and late fees I refuse to pay because I am not responsible for the late fees. I hope you can help me resolve this issue.

  Business Response

  Date: 12/11/2024

  Thank you for bringing this matter to our attention. I would like to provide some context and clarification regarding the situation involving Ms. ********* *******.
  In, December 5th, our Property Manager, ******* *****, reached out to Ms. ******* to confirm if she had vacated her apartment. Ms. ******* responded to this inquiry by stating, "I have." Following this confirmation, she moved her out of our system, personally walked the unit, and processed her Final Account Statement (FAS), which resulted in a refund of $386.14.
  Unfortunately, we did not receive prior communication from Ms. ******* regarding her move-out. After reviewing the property's email records, no correspondence indicating her intent to vacate was found. However, upon her verbal confirmation, we promptly processed the necessary actions, ensuring her account was handled accurately and efficiently.
  

  For your reference, I have attached:
  A copy of ****************** Account Statement (FAS).
  A screenshot of the processed check, including the check number and date of issuance.

  We strive to maintain transparent and professional communication with all residents, and I sincerely apologize for any misunderstanding or inconvenience caused in this matter. Please let me know if you need further information or documentation.
  Thank you for your understanding and assistance in resolving this matter.

  
  

  Customer Answer

  Date: 12/11/2024

  I have reviewed the business response and accept this resolution. I also want to state that if you WANT BETTER COMMUNICATIONS WITH YOUR RESIDENT HAVE SOME ANSWER THE PHONE INSTEAD OF COMMUNICATING THROUGH EMAILS. I would not recommend your property to any one and I was warned before even dealing with this property before it was even bought. But this complaint can be is closed.

• Initial Complaint

  Date:10/21/2024

  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 charged the full month's rent even though I moved out on 07/26, when my lease ended. Additionally, I was charged a late fee, even though I had informed the manager about the incorrect charges. I was assured that the rent would be refunded, and the late fee would be waived. However, when I received my final statement, they included other prorated charges, along with additional charges that were added without providing any photo evidence, despite my request. Despite being repeatedly told that I would receive a refund, I still haven't received anything from them. With all the incorrect prorated charges along with charges that I was not given any photo evidence for the total incorrect charges are $786.41 . Attached are the final bill and one of the communication with the management. To resolve the issue I would like them to refund $786.41 + 4.25% interest on the prorated charges.

  Business Response

  Date: 11/05/2024

  Hello,

  I am ****** *****, Richmark's Media Manager. I have reached out to the ****** at ************************** to get more information, the following is their response (also included in the provided docs.) : "we fixed the final account statement by prorated the correct charges of the move out date and removed 3 charges (mtm fee , Market rate , and late fee) .  Total came out to $1929.30 of his FAS and payment made was $1894.61 leaving him with a balance owed to us $34.69.  I reached out to the resident and emailed them as well letting them know we corrected their statement. I still have not received a response back from them".

  Please let me know if there is anything else I can do to help.

• Initial Complaint

  Date:06/17/2024

  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.

  Payed a deposit and didn't get approve for the apartment, so I want my deposit back and management did not want to give it back

  Business Response

  Date: 07/03/2024

  Good morning, 

  ***** is receiving her refund of $200. I do not have any records of ***** attempting to resolve this with the corporate office prior to reaching out to the BBB. We would have gladly remedied the situation for her had an opportunity been given to do so.

  Her refund of $200 has been sent for processing and I have notified ***** of this and to allow up to 30 days to receive the refund. 

  Business Response

  Date: 07/03/2024

  Good morning,
  
  ***** is receiving her refund of $200. I do not have any records of ***** attempting to resolve this with the corporate office prior to reaching out to the BBB. We would have gladly remedied the situation for her had an opportunity been given to do so.
  
  Her refund of $200 has been sent for processing and I have notified ***** of this and to allow up to 30 days to receive the refund.
  

• Initial Complaint

  Date:06/13/2024

  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.

  I ended my lease early with the Vista at ********************* because of the infestation of roaches. I gave notice and paid the fee to terminate my lease early. I tried calling to set a meeting to discuss how much my last few days in May 2024 would cost. I decided to send an email explaining how I came to the total I did. Per my lease the rent has to be paid no later than the 3rd of every month. I paid what I believe to be my portion on 05/02/24 as shown on the uploaded final receipt. On May 4, 2024 | was charged a late fee of $109. I paid $511.66 when only $402.66 was needed. The late fee caused an amount owed of $53.17, which was deducted from my security deposit. My remaining security deposit was returned minus the $53.17. I received a Holcut Bill for utilities of water, and gas. However I don't feel comfortable paying until I see a reversal of the late fee. The staff will not answer the phone and since l'm no longer a tenant emails are ignored as well. I'm under no obligation to pay a full month of rent when I would not be there for a full month. The ********************* is $98.10 for a bill from 3/26/24 to 4/20/24. Reversing the $109 will leave a credit of $10.90 which the Vista at ********** can hold on the account and credit what should be my final bill from ****** only until the date of 05/11/24. My request is a reversal of the $109 late charge and to my have my final ****** utility bill to only bill me up until 05/11/24 and not an entire month.AA respond.bbb.org

  Business Response

  Date: 07/01/2024

  Good evening,
  
  I spoke with ************** via phone at the beginning of May to discuss her rent charges. I did explain to ************** that the system would reflect a whole months rent, but that this would be updated once we had moved her out of the system. ************** did confirm with me on May 3rd,that she was informed the amount on her account would be manually adjusted at her move out. Her account was charged a late fee, this is an automatic feature in our system if a resident does not pay everything that is owed by the 3rd.However, she did not truly owe the late fee and it was removed from her account.************** received a breakdown of her charges for the pro-rated month of May, which totaled $406.41. This includes a pro-rated rent amount for 8 days $279, Valet Trash for 8 days $6 and Water Utility charges with billing dates 02.23.2024 03.26.2024 $121.43.
  At that time, ************** received a refund in the amount of $355.23. This includes a deposit refund of $250 plus the refund for her overpayment in the amount of $105.23.
  ************** was waiting for her final bill for the water utilities.The billing dates for the water utilities were 03.26.2024 04.20.2024 in the amount of $98.12 and 04.20.2024 05.08.2024 in the amount of $69.44. The total amount currently owed is $167.56. ************** has been notified of the current water bills due as of July 1, 2024. Per ************** request, the late fee charge of $109 has been removed and she has only been billed for the water utilities up until her move out date of 05.08.2024. Our goal is to always provide a clear line of communication and understanding with our residents. I can appreciate **************** frustration, and I hope that I was able to resolve all of her concerns. 

• Initial Complaint

  Date:05/01/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a lease that is up on May 5. We gave notice on April 22. We acknowledged that we did not give 60 or 30 day notice to vacate. We have agreed to pay up until May 22, 2024 based upon our lease agreement. Once we notified the property manager, they stated that we would owe the following: a reletting fee that is 85% of our rent of $2,053, all of rent for **** all of rent for ***** and a $150 cleaning fee. This would total to $5,467.85 owed to vacate. Our lease states the following regarding end of lease term: "If we require you to give us more than 30 days written notice to move out before the end of the Lease term, we will give you 1 written reminder not less than 5 days nor more than 90 days before your deadline for giving us your written move-out notice. If we fail to give a reminder notice, 30 days written notice to move out is required."After sharing this information with the property managers, they agreed that the information we were providing via their lease was correct, but that now we need to sign new addendums. We refused to sign the new addendum for the cleaning fee and early termination addendum. The lease that we signed did not have this information in it, otherwise it would have been signed before we moved in. They gave us a written notice to renew on March 25. Per the lease they were to give us notice no later than March 6.This property has been under two different management companies with the most recent being Richmark Properties. We have spoken to ******************** and *********************** who both seem to be unaware of the lease agreements that were signed by the residents prior to Richmark taking over. The frustration lies in the lack of professionalism, knowledge, and attentiveness that the staff have here. The resolution we are seeking is to pay our rent up until the 30 day notice that we gave April 22, which means we will pay up until May 22 2024. The reletting fee is null and void.

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are trying to move out of our current apartment, and they are trying to make us pay $4,000 in extra fees because we didnt not give proper notice as stated in our lease. The lease states in paragraph 7 section 7.1 if we do not give proper notice we will be charged a reletting fee not to exceed 85% of our months rent. The reletting fee they are trying to charge us is more than 85% of the months rent plus they are charging us an additional 60 days worth of rent which is nowhere in the lease agreement. The lease states we must give 60 day notice before move out. But also states if they fail to give us the move out reminder 65 days before our move out date, then the notice drops to us having to give them a 30 day notice. Our move out date is May 5, 2024 they gave us the move out reminder on march 25, *********************** Paragraph 25 section. D would automatically give us a 30 day move out notice instead of the original ********************************************* our lease was left blank and states if left blank then section does not apply once I showed them the lease stating that they tried forcing me to sign an entirely new termination agreement which is not in our lease so I refused to sign. As of right now with everything in the lease we gave our 30 day notice on April 22, 2024 we should pay up until May 22, 2024. This is the biggest headache in the world and we are trying to get this resolved as soon as possible. Ive attached a copy of our lease so hopefully this makes sense after seeing this.