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:07/15/2024

  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.

  Leasing office does not respond to calls, texts, or emails. Impossible to reach, the office is always closed or has a delayed opening. I am attempting to get a rental history form filled out for an apartment I am moving into and they will not answer phone calls or anything. I work for an airline so Im either not always in town or when I am in town, the leasing office is closed. This is affecting my ability to rent from a different property since they will not make contact. Ive reached out about communication with the company and all I received was a snarky response about my finances and they never addressed my complaint regarding how I cannot reach the leasing office. Attached are call records that show that Ive called every number I can find of them online. I also have email correspondence from a conversation I had with their account support agent ****** *****. In the email, I accidentally paid out of the wrong account and I also asked for better communication and they were not interested in addressing that.

  Business Response

  Date: 07/17/2024

  On Thursday, July 11, 2024, the resident submitted 24 cases through their ResApp, requesting a call. Our team called the resident back that day, and he informed us that his new apartment community would be sending over a rental verification he would like completed. We received the rental verification after hours on the same day. Due to business needs, we were unable to complete the verification until Monday morning, July 15.
  On Monday, July 15, the resident submitted 35 additional cases through their ResApp, requesting a call regarding the rental verification. Our team called him that day and informed him that the rental verification had already been sent earlier. The call records submitted by the resident show that he called on both July 11 and July 15. On both days, our team returned his calls and assisted with completing the rental verification.

  
  Concerning the conversation with our business manager, the resident emailed on July 8, 2024, regarding a notice to pay or vacate they received, as well as the ***/late fees added to their account.The previous week had a high volume of inquiries due to it being the first of the month and a holiday week, making the second week unusually busy for our business manager. The business manager followed up on the morning of July 12, addressing the residents billing concerns. The resident had already satisfied their balance, making the notice to pay or vacate no longer applicable.

  
  While we strive to provide excellent service, we are not obligated to send alerts for account balances or returned payments. It is the residents responsibility to review their ledger regularly and ensure that payments are submitted and cleared. To help them manage their account more effectively, we encourage them to check their ledger periodically to stay informed of any outstanding balances.
  We understand the residents frustrations; however, our team responded and addressed his concerns with due diligence. The resident has not made any further contact attempts since the conversation on July 15. Should he have any additional concerns, our onsite team is available to assist.

  Customer Answer

  Date: 07/17/2024

  I am rejecting this response because:   The communication at this business has been centered around when the time is best for THEM.  If you attempt to call this business, you will not get ahold of anyone.  I work for a major airline so Im not always available to get a call back nor do I believe that the standard should be to input a request and wait by the phone for hours for the leasing office to call back to answer a question. ******** times are too slow and this business is clearly concerned with getting residents in a lease and doing everything they can to limit interaction with the property. In my email correspondence with the company, I asked for more clear communication with the property and ****** was very focused on letting me know the *** came back ***.  I let them know that the letter I had received was a bit confusing and I was frustrated that I had to wait days for someone to get back to me to give me reassurance that I was not still having to vacate the property.  ****** then responded in a way almost saying well this wouldnt be an issue if you wouldve just paid your rent.  This property has poor communication and the employees communicating with residents are extremely unhelpful and just deflect from it if you bring it up.  I encourage the BBB to call their phone and select the maintenance emergency option, you WILL NOT reach a person.  The only way to reach a person immediately is to go into the office (if theyre open) and speak to someone who will most likely ask you to put a request in through the app.  So that someone like ****** with no customer service skills can deflect, blame, and not solve any problems.  In fact, this is all just the bare minimum so in their books they can say well, we did respond by not actually solving anything.  This is typical major corporation behavior.  I am asking the company to allow their leasing office to be available by phone when the residents call and not by some message through an app awaiting a call back.  If that means you have to staff the leasing office better, then thats the cost of running a business, especially a business that involves managing a property where people live.

  Business Response

  Date: 07/23/2024

  During this resident's lease term, all cases were resolved within 24 hours of submission through the ResApp. Our team is readily available for prompt communication via email or through the submission of ResApp inquiries. These communication methods enable us to address and assist with all resident inquiries effectively and efficiently. If a resident prefers to discuss a matter over the phone or schedule a meeting with onsite staff, we encourage them to submit a request through ****** or via email. Our team is happy to accommodate such requests. This resident vacated their residence in our community on July 21, 2024. For any inquiries regarding their final account statement, we encourage them to contact **************** as they will be best equipped to assist.

  Customer Answer

  Date: 07/26/2024

  I am rejecting this response because it continues to avoid acknowledging the core issue: the difficulty in making initial contact with your leasing office. Your repeated insistence that all cases were resolved within 24 hours does not address the fact that it is nearly impossible to reach your team directly by phone.
  
  For instance, in my email correspondence with ******, it actually took four business days to get a response back, contrary to your claim of prompt communication. Your response tiptoes around this issue and does not admit that this is a significant problem for residents.
  
  Additionally, my billing issue had been resolved, and all my subsequent communications, including the email attached to my original complaint, focused on the poor communication from your property. The continued mention of the billing issue is unnecessary and irrelevant to the current situation. This is a clear example of deflection, as it diverts attention from the primary concern about your communication practices.
  
  Your statement that residents should submit requests through ****** or via email and wait for a call back, rather than addressing their concerns directly via phone, shows a lack of understanding of residents needs. The claim that our team is readily available for prompt communication does not align with my experiences or those of other residents who have faced similar issues.
  
  For example, your team responded to my concerns only after multiple follow-ups and lengthy wait times. If your property truly had effective communication, there would be no need for me to repeatedly submit cases or wait days for a response that should take a few seconds over the phone.
  
  Overall, I filed this complaint because I am not the only resident who has experienced communication issues with this property. The frustration of waiting hours or days for responses to simple inquiries that could be resolved with a quick phone call is unacceptable.
  
  I am not satisfied with your responses to my BBB complaint until you stop deflecting and admit that your property has a communication issue that needs to be addressed.
  

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have consistently faced disturbances from apartment 5326. The occupants have shown a disregard for noise ordinances, especially during sleeping hours. Additionally, they deliberately amplify the noise once the police have left the premises and have even dropped smoking paraphernalia and liquids on my balcony.Cleanliness and Rodent Issue in Parking Lot: The parking lot outside my building has become a bit of a concern with leaves, trash, and an unwelcome presence of rodents. 3. Condensation and Burst Pipes: In the previous winter, my rugs suffered damage from pipe condensation, leading to the development of mold. This week, the pipes on Wednesday, January 17, 2024, rendered my apartment uninhabitable and prompting me to board my dog and find temporary housing.4. Air Quality Concerns and Non-functional Elevator: Considering my asthma, I'm concerned about the air quality once the apartment is dry. Additionally, the non-functional elevator is posing accessibility challenges. 5. Safety and Crime: Recent incidents of police activity, including a tragic event this summer and break-ins, have understandably raised safety concerns within the complex. The garage and stair doors locks do not work. Given the cumulative impact of these issues on my well-being, I believe it's in my best interest to seek a new living situation outside this complex and the Plano area. Relocating within the complex seems unlikely to resolve these ongoing concerns. I had not been able to occupy the apartment since January 17,2024. I repetitively asked the management to be released from my lease before February 1st. After been given the runaround for almost 2 weeks I informed them that I was vacating the apartment. Now the complex is charging me for three days in February in which my property was in the apartment.

  Business Response

  Date: 04/08/2024

  In response to consumer's complaint, please find attached the Final Account Statement (FAS) with a balance due in the amount of $295.21. Consumer moved out February 3, 2024, prior to the lease expiration of June 26, 2024; and charged pursuant to the lease. Consumer is welcome to submit payment in full via www.UDRsecurepay.com.

   

   

  Customer Answer

  Date: 04/09/2024

  The apartment experienced flooding on January 17, 2024, making it unlivable and necessitating boarding for my pet. I requested release from my lease before the following month, after two weeks of consistent communication with management. Despite being granted release, I notified management of my intention to vacate that weekend.  i was informed that I needed to be out days before due to repairs. However, repairs could not begin because there were still four blowers in the apartment as it was still wet. After removing undamaged property, I received a release three days later. However, two days after receiving it, I was charged $295. My pet and I were unable to occupy the property for nearly three weeks before retrieving my belongings.

  Customer Answer

  Date: 04/17/2024

  I am rejecting this response because:   

  The apartment experienced flooding on January 17, 2024, making it unlivable and necessitating boarding for my pet. I requested release from my lease before the following month, after two weeks of consistent communication with management. Despite being granted release, I notified management of my intention to vacate that weekend.  i was informed that I needed to be out days before due to repairs. However, repairs could not begin because there were still four blowers in the apartment as it was still wet. After removing undamaged property, I received a release three days later. However, two days after receiving it, I was charged $295. My pet and I were unable to occupy the property for nearly three weeks before retrieving my belongings.

  Business Response

  Date: 04/18/2024

  In response to consumer's rejection, please find attached a copy of the Final Account Statement (***) and a copy of an email from the consumer dated 2/2/2024, in which consumer indicated a move-out date of February 3, 2024. The *** reflects charges through February 3, 2024 (rent and final utilities) and is assessed appropriately. Consumer is welcome to submit payment in full in the amount of $295.21 via www.UDRsecurepay.com.

   

  Customer Answer

  Date: 04/26/2024

  I am rejecting this response because:   

• Initial Complaint

  Date:03/21/2024

  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.

  Hi team, Thank you for reading this email. Since the flooding incident on January 18th, 2024, Ive gone through various unpleasant experiences living in Legacy Village Apartment LA, 5228. The loud noise of the drying equipment all through the night, living without a carpet, bare nails exposed on the floor, inability to go to work due to the uncertainties, huge dust on my clothes, furniture, and many other things that are indescribable in this email. Also, since the hallway had work going on for weeks after my carpet was installed, all the dust the apartment collected made breathing extremely difficult. I am attaching a few pictures explaining my plight. Further, I have tried to contact the legacy village management for weeks to set up an appointment or a meeting but despite the promises, we haven't met officially. Every time I visit the leasing center, I speak to the person sitting outside who says that the management is "busy" and they will call me. Legacy Village management does not take calls or appointments with its tenants and is extremely slow to respond. I have called their corporate office multiple times and the automated machine says, "No one is available to take your call". They do not share the corporate email on the website or the resident portal. I am afraid that the system is designed to insulate themselves and keep the tenants from reaching out. Can you please help? Thank you, looking forward.

  Business Response

  Date: 04/25/2024

  We apologize for any frustration or inconvenience the resident experienced during their time in our community. While we cannot guarantee a resident will not encounter maintenance issues over the course of their lease, our team acts with customary due diligence per the lease to address and resolve issues promptly and effectively. Thoroughly addressing a leak requires several essential stages:evaluation, drying, and then repairs. Ensuring each stage is completed is critical to resolve the issue. Delays in completing a stage may occur based on the extent of water damage or vendor availability. We strive to communicate any delays transparently and apologize for any communication lapses the resident may have experienced. The resident voiced concerns regarding their utility bill due to the drying equipment placed in their unit following the flood. A credit of $125 was applied to the residents ledger on 2/19/24 to address the price variance on their bill. The resident reported missing carpet and baseboards on 2/7/24. The installation of the carpet and baseboards was completed on 2/12/24. Two carpet cleanings were conducted in the unit, the second cleaning was performed after the new carpet installation as a good customer service gesture. Our team advised the resident on two occasions that the established avenue for seeking reimbursement for missed work time or damage to personal property is through their renters insurance company. The resident was reluctant to file a claim due to concerns about potential premium increases; however, to receive reimbursement they must contact their renters insurance directly. The resident voiced additional concerns regarding their unit on 3/21/24, and our team inspected their unit the same day. A service request was submitted to change the air filter, and the service manager was contacted to schedule a room cleaning and the aforementioned second carpet cleaning. On 4/9/24,the team followed up with the resident, who confirmed satisfaction with the completed cleaning. If the resident prefers to schedule a meeting or phone call with our team, we kindly request that they indicate this when reaching out.This allows our team to coordinate with the resident's schedule and accommodate their preferred time for a meeting or call. Should the resident have any further questions or concerns, please contact the onsite team for assistance. 

• Initial Complaint

  Date:03/19/2024

  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.

  To whom it may concern.This is a formal complaint against UDR Leasing, both their main organization, as well as their Legacy Village community office in *****, *****. On November 1, 2023, I signed a lease their Legacy village property. I was prevented from viewing the unit I was interested in leasing, and instead, they allowed me to view what they call an exact property. This is a property that exactly reflects the unit I am interested in, both in terms of atmosphere and environment, as well as layout. When I moved into the unit, it was vastly different from what they allowed me to see prior to signing the lease. There were a multitude of no issues, due to poor infrastructure that prevented me from even sleeping at night. Per the leasing companies regulations, I had an option to request a transfer to a different unit. When I tried to request this transfer, my request went completely ignored even after I met with individuals working within the office. They completely ignored my request and closed my inquiry before any discussion over it, or any decision could even be made. I told them that if this request could not be met, which they guarantee as a resident, I would vacate the unit. On December 8, 2023, I vacated the unit and on December 15, 2023, I gave them a written statement that I had vacated. I have proof of this written statement. The company let my files sit there and kept me in the system as a resident for over two months, completely ignored any of my emails or attempted phone calls. They initially sent me a statement saying I owe them a little over $1000, but then followed up with a statement claiming I owe them nearly $5000 for leaving my lease.I have been trying to settle this matter with them. They constantly ignore me, they refuse me any opportunity to meet. On March 12, 2024, I met with a management representative for the property named *****, who told me that she would speak with the management and work for us to meet a settlement on this. 24 hours later, I received an email, not from the main management office of UDR, but the actual management office from the specific property I signed a lease for, Stating that I had 24 hours to pay them what I owe, or they would send my file to debt collectors. On March 14, 2024, I returned to the office to speak with them as a follow up. The individual I spoke with, was very rude. She was lying to me. She was actually the first individual I spoke with in person to state my concerns, and she claimed I had never come in to speak with her. This is a blatant lie. She kept cutting me off and did not allow me to state my case or speak with her, when I asked her to let me speak, she got up from her desk, Approached me in a threatening manner, and told me to leave the office and never come back.This company is doing very unethical things and are very dishonest. They have completely ignored any of my requests to meet with them and have continuously sent me threatening emails that they are going to send my file to a debt collector, when management individuals have claimed they are working to set up a meeting for us to have a settlement.I am on the verge of calling lawyer to take this to court. This is my formal complaint against UDR leasing, as well as their legacy village office in *****, *****. Thank you for accepting my formal complaint and I look forward to hearing back from you. Thank you.

• Initial Complaint

  Date:02/26/2024

  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.

  Attempting to move into an apartment complex in ***** and am receiving zero support despite depositing several thousand dollars. I have called their mainline and follow-lines about 25 times, sent 2 separate inquiries on their app, used their chat feature on the site, and even tried calling the maintenance people and no one has answered. I need to clarify a few things before I move to ensure my children, my wife, and I are not homeless when we get to *****. This business refuses to reach out despite me giving them well over the 48-hour (call back) window they say they have.

  Customer Answer

  Date: 02/27/2024

  They have reached out please cancel this. 

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting from Legacy Village Apartments since May 2020. Up until October of this year my water utility bill has been anywhere from 10-60$ The water bill I received in October was $300.48 for 1 person living in a 1 bedroom apartment. The bill is reported alongside my rent and is referenced as MWBD I reached out requesting an explanation of the charge and why it was so high. It took ******************************* 2 weeks to respond to my requests during which I uploaded my concerns to their app/portal that they have for residents. My concerns were marked as "low priority" and it took 2 more weeks for maintenance to eventually come out to my unit. They replaced a part in my toilet which was not making any noise to indicate it was running and considered the issue "resolved" The next water bill I was received was for 790$ for a 1 bedroom apartment with 1 person in it on the 4th floor. I tried to reach out to them again regarding this and was met with a response from ************************* concern and claiming she is including the office manager in our communications to help resolve the issue. They shifted their responses saying I needed to go through my personal insurance to receive any sort of assistance or resolution. I never claimed to be experiencing property damage, it does not appear to be leaking water anywhere near or around my unit. On November the 11th I sent them a photo of their parking garage that had waste water streaming down from their pipes asking them if this could be related to my issue and didn't receive a response. I posted a negative review of my experience at legacy village on ****** and then received communication from Legacy Village offering to pay 400$ of the amount that has been overcharged. By my accounting I have paid almost 1600$ in water bills in the last 4 months compared to the approximately 240$ i would have payed in previous years. Rather than address my issues legacy village has served me an eviction notice. They will not take accountability.

  Business Response

  Date: 12/28/2023

  The resident first presented their concerns through the submission of a service request on 10/5/23 stating their water bill had increased in recent months and they needed the items in their home checked. On 10/16, our team investigated and noticed that the flush valve needed replacing as the toilet was continuously flowing causing excessive water usage in the unit. It is the residents obligation to alert us of concerns with high water bills and maintenance issues in the home. Following the initial report on 10/3/23, our team resolved the maintenance issue by 10/16. Due to the slight delay in response, we were able to offer the resident a $400 credit towards their water bills. There was a significant decrease in Decembers water bill (billed for October-see attached ledger) and our team has been working with the resident and our service team to schedule a bucket test to evaluate if there is any additional excessive water flow. At this time, we will not be offering an additional credit as we resolved the maintenance concern shortly after it was reported and have already provided a credit as a good faith gesture. The resident is encouraged to go through their renters insurance should they require additional compensation.
  

  Customer Answer

  Date: 12/28/2023

  I am rejecting this response because: The toilet was recently installed by your facility less than 2 years ago. There is no noticeable difference in the sound or function of the toilet since the repair. How am I supposed to report an issue that I am unable to detect? Your admission of a delayed response to one of the bills and your credit of 400$ doesnt even begin to cover the amount I have paid in utility bills and its all due to your businesses inability to communicate between departments and provide a basic service. I have seen in other communications the apartment admitting to a leak related to city water. Nowhere in any community communication have they addressed this and Im not convinced that my utilities were unaffected. I have been corresponding with and reporting the issue for months. It is not my responsibility as the renter to monitor the upkeep of the units. LE building is in disrepair and its costing people money. 

  Business Response

  Date: 01/10/2024

  We apologize for the delay in response. Here is our response to the consumer's rebuttal:

  Our maintenance teams inspect each unit prior to a resident moving in. This resident moved in and assumed responsibility for the unit on 5/01/2020. Once the unit is occupied, it is the residents responsibility to alert us of any potential maintenance concerns or utility billing concerns. We are unable to address and investigate concerns if we are not made aware that they exist. The resident did not alert our team of a concern with their water bill until 10/5/23. Our team made repairs on 10/16 and, per the attached ledger, the water bill decreased to a normal amount for the month of November. This further corroborates our claim that the issue was due to the residents toilet continuously flowing thus causing excessive water usage in the unit. We have attempted to research the concern further; however, the resident cancelled the request we created to complete a bucket test to check for additional water usage issues (see attachment). At this time, we will not be offering an additional credit as we resolved the maintenance concern with customary due diligence per the lease and have already provided a credit as a good faith gesture. The resident is encouraged to go through their renters insurance should they require additional compensation.

   

  Customer Answer

  Date: 01/19/2024

  I am rejecting this response because:   After months of the issue occurring the apartment complex tried to schedule a bucket test over the Christmas holiday. I was not home and did not trust the test to be conducted in good faith without me there. Legacy village has had months to make good on a situation caused by their equipment in their apartment. They replaced that toilet within the last 2 years. You can view the reviews for the complex to see that they have issues like this all the time. My complaint will remain. I will post reviews often detailing what happened to me, a disabled veteran while living there for 3 years. Thankfully I have gotten out of their apartment so their exorbitant fees will be a part of my past. To whoever reads this eat shit!