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:12/12/2023

  Type:Customer Service 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 a tenant of the Breeden Company at 3 of their apartments from 3-5-2018 through 12-1-2018. I own a golden retriever. When I left Woodbriar (the 1st apartment) I requested a walk through with the manager before I left so she could assess the condition of the apartment and let me know if there were any repairs or items that were not cleaned properly. The manager stated that there were no issues, my deposit would be transferred on to the Allure at Jefferson. Three weeks later I received an email from Woodbriar stating that they had pulled up the carpet and assessed that my dog had urinated on the carpet. I knew this was false because my dog never used the bathroom on the carpet and I had cameras in the apartment so I could watch my dog when I was not there. After I advised the manager of the cameras the fees were dropped. After a year and a half at ********* * transferred to *** **** where I lived from 6-22-2020 until 12-1-2023. Leaving *** **** I again requested a walk-through with the manager (5 days in advance) instead 3 maintenance guys showed up, tore the carpet up took pictures and refused to tell me if anything was not cleaned properly or damaged. They then demanded the key and told me to talk to the office even though I had 2 days left on my lease to correct any of these issues. I then went to the office and was told they would check the photos and get back to me but that I could not reenter my apartment to fix, or clean anything despite legally having a lease for 2 more days. A week later I received an email from Red Knot for $******* *ncluding again $****** replacing 4 year old carpet due to pet urine (includes previous tenant) and **** *or cleaning the bathrooms (both were cleaned with chemicals). I had to make almost 20 maintenance requests during the 3 1/2 years I lived there including water damage on the carpet (in den and master) due to a leaky water heater. I emailed them back to the same email address and never received a response about the fees.

  Business Response

  Date: 01/24/2024

  Mr* ***** charges are warranted as he left the home in poor condition after vacating. As stated in his lease under Responsibilities Before Vacating charges will be assessed if the resident fails to complete the items listed to include trash, damages and cleanliness. A full inspection of the home is performed upon moveout to include carpet estimates. I have attached the moveout statement as well as photos taken during the inpsection. 

  Customer Answer

  Date: 01/25/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It's quite obvious the individual who responded to my complaint never even read what I wrote. Also most of the pictures just further bolster my case as this pictures just show damage caused by your maintenance crew especially the carpet which is the highest cost on your invoice. For example the damage under the kitchen sink was caused by mouse strips your crew put under there as part of an issue with mice and cockroaches in the apartment. The glue from the strips melted into it at some point. The carpet pictures are where your crew ripped up the carpet during the walk-through and then took pictures of it. The hole in the carpet is right next to the water heater and is where one of your repair men ripped up the carpet after the living room and master bedroom flooded from the leak or your water heater. The outside weather stripping damage at the back door is because it had rotted from rain coming in from the back door and flooding the carpet as well. The melted face plate was due to some kind of electrical issue in the apartment. This was repaired at least  once before by your maintenance crew. Maintenance requests were put in for all this issues numerous times(close to 15 to 20 maintenance requests over 3 years), never repaired correctly, and now you are trying to pass those costs on to me. As far as any cleaning issues i missed if any of these had been pointed out during the walk through (of which I was present) all of this would have been fixed by me with two days left on my lease at the time. Instead your maintenance crew would not let me back in the apartment to address these issues nor tell me what repairs or cleaning needed to be done. It is quite obvious your company adds as many of these costs as possible with no recourse for the tenant to address any of them. The carpet was almost 4 years old(during covid which means we were in the apartment more due to working and schooling from home) with a previous tenant for 6 months and near the end of its lifespan. Charging me to install a new carpet for damage caused by your faulty water heater and rotted weather stripping near the back door is absurd.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/11/2023

  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.

  Return the **** *ecurity deposit

  Business Response

  Date: 10/12/2023

  The refund check was mailed out of our corporate office on 9/23 which was within in the 45 days. It was mailed to the address the resident provided on their Notice to Vacate. Unfortunately, the ****** ****** ****** ******* is out of our control. 

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In virginia, landlords by law have 45 days to return any deposit, and an itemized list of damages. After 45 days they are in default, and a warrent in debt can be obtained in general court. My lease was up on 8/17, and I moved out on 8/17. If the breeden company waited until over a month later on 9/23 to put it in the mail, that is an error on their part. It is breedens responsibility to get the deposit back to me within 45 days. It is not my responsibility to ensure that happens. 
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached for more issues detailed.
  
  We moved into **** *** ** *** ***** ** ***** Street luxury apartment complex in early March 2023 and had an unpleasant experience through our tenancy, driven by several issues that were met with unprofessionalism by the front office. We moved out in late August at the end of our 60-day lease termination notice period.
  
  Kitchen - Without advance warning about the gravity of the situation, we came home one day to our entire kitchen floor and part of the entryway floor ripped up, exposing toxic adhesive. The floor remained removed for nearly 3 weeks. In response to our concern about the delay in remediation, the front office manager, ***** ******* did little to address our concern or provide timely updates to the remediation plan. On multiple occasions, ***** did not give a required 24-hour notice of entry to our apartment and insisted that we leave work to put away our dog to allow maintenance specialists to enter the apartment. We obliged, when possible, to not cause a delay.
  Payment - 4 mos. into our tenancy we were unable to access the payments portal despite multiple requests for assistance in doing so.
  Access - We were unable to use our PINs to enter our apartment for a few days which was a safety concern. The lobby door was unlocked for over a week and garage hallway doors malfunctioned on a regular basis not allowing quick entry, which were also safety concerns.
  Fire Alarm - On multiple occasions during our tenancy, the fire alarm went off at different hours of the day, disrupting our sleep and work.
  Elevators - It was common for one of the main elevators to fail, which was an inconvenience and safety concern.
  
  We ask that The Breeden Company waive the ****** lease termination fee as a concession for the hardships we experienced during our tenancy. We paid luxury apartment rent for a community that failed to meet expectations with a front office that did not adequately respond to or resolve the issues we experienced.

  Business Response

  Date: 10/12/2023

  We have waived the early termination fee. The manager has notified the resident and adjusted the move-out statement. 

  Customer Answer

  Date: 10/17/2023

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

• Initial Complaint

  Date:09/22/2023

  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’ve lived at Thousand Oaks apartment for almost a year now and have experienced nothing but extreme difficulty, gaslighting, and lies.
  
  Upon moving in, the apartment had cobwebs, dirt, and debris (it had not been professionally cleaned) and maintenance related issues that were unresolved from the last tenant. A few neighbors told me that they “flipped” my apartment in less than a week—just enough time for the “painters” (who spray paint everything from door frames to outlet covers) and the carpet company to come.
  
  During my * ****** living here under a certain manager, I had to call daily when I had any sort of maintenance issue. Some examples: My toilet constantly running and not flushing 2/3 times of using (this is still an issue), clothes being ruined in my washer machine (black gunk from who knows where) that I then couldn’t use for a month, water meter over charging me on my water bill (still have not been refunded), mold in my window sills and on my second bedrooms walls, outlets not working, holes left in my ceilings and walls, stove top burner not working . . . This list continues.
  
  On top of that—the tenant above me and his 4 year old child (who I could hear regularly above me but the noise was not excessive, even with a child jumping and running around) moved out after * ****** of no issues (they flipped his apartment in a less than a week as well) and a man was put above me who had 2 additional people living with him who were not on the lease (information I was told by the office manager, which is an illegal invasion of tenant privacy, that of which the office is supposed to provide tenants with).
  
  I experienced EXCESSIVE noise from these 3 individuals all hours of the day and night. 24/7. I was not only unable to work or sleep from my home, but I wasn’t even able to be in my apartment at any time of day/night without hearing blaring music, yelling, banging, stomping, etc. I was regularly startled awake out of my sleep all hours of the night. I had to start sleeping and working at a friends house.
  
  I had multiple people come over during the day and sleep here to witness this. I even had both office managers come over when the noise was at its peak. The current manager, Keisha, commented before she even walked into my apartment that she could hear the blaring music outside on the sidewalk (and it only got worse when you came inside).This was already two months in of the noise issue starting.
  
  I tried to personally communicate with the tenants above me 2 times before reporting these issues to the office. They ignored me and were rude. I then started recording the noise on my phone which were provided to the office. They said there was nothing they could do and that I should call the police when it happened. We do not even have an emergency after hours line for my apartment.
  
  Once the tenants above me knew I was reporting the noise, I was watched constantly, stalked, harassed, yelled at, laughed at, and then once was chased through the parking lot to the office (where I had to lock the office door behind me) by the male tenant residing above me (the current office manager was a witness to this).
  
  The male tenant had his ring chime on his phone constantly (to where it could be heard when someone or I left my apartment. Every time it was me, he would then walk over to his window to see who it was, confirm it was me, run down the stairs, stare at me, record me, laugh at me, and make all kinds of comments which I had to ignore. This was confirmed by multiple people.
  
  The tenant and his female not-on-the-lease roommate even used racial slander against me which was recorded on my ring camera. Video evidence of the racial comments were provided to the main office manager and to the regional manager, ****** ******, and I was ignored by both of them.
  
  The tenants were finally moved after 2 months and 11 days of me reporting the issue. This was only because the new manager came into the office. The old manger hadn’t even reported this to regional and was lying to me everyday about regional contacting me (I was told for a month that she would be contacting me soon).
  
  My mental health was GREATLY affected by this. I was terrified to come to my apartment alone (I started being accompanied), had crippling anxiety anytime I was in my apartment, and when I did have to sleep there, my mental and physical health were both affected for days by the lack of sleep. The office stopped picking up phone calls from me, to which point I had to walk over (the day I was chased by the upstairs tenant). Nothing even after that was done about this tenants actions.
  
  The office and regional manager suggested that I move out and they offered to let me out of my lease early, so I started looking for a new place to live. I am a single woman and have a full time job, moving is very inconvenient at this point of my life but I had no choice but to start looking. I finally secured a new place to live after looking for weeks, but I still can’t move out until October.
  
  I own pets and had to make 3 trips per day to and from my apartment to feed them and take care of them. I was told over the phone and via email (that I still have) by the regional manager, ****** ******, that I would be reimbursed for the gas I was having to spend.
  
  The closest place I had to stay was 14 miles (30 minutes one way) away from my apartment. I spent 3 hours a day driving and 84 miles in gas per day for two months and 11 days straight.
  
  On Monday I received an email, after calculating the gas reimbursement cost (that I was told to send to her) and sharing it with regional manager ****** ******, that I would not be receiving gas reimbursement (even though I was told 3 times and have it in writing) as I was given 2 months of rent credit and that they never agreed to both (which is not true). Not only was my mental and physical health severely altered by this horrible experience, but my finances were as well. I had to spend a majority of my work day driving, unable to make money, and I had to spend **** on gas spent driving to and from my apartment. I could not bring my animals anywhere else. If I were to board them at a facility it would have been over **** per day (a cost that Breeden definitely wouldn’t have covered).
  
  I was told I would be given the rent credit AND the gas reimbursement which is the bare minimum for what I experienced. I will not be living in my apartment for the duration on October so the rent credit does not even help me financially.
  
  Now, ****** ****** has gone back on her word and is acting like I am receiving a gift. I can’t even get in contact with anyone from the corporate office so I will have to take even more time off of work to go in to visit them.
  
  I will be pursing legal action against the lies and negligence of the company, lack of the lease agreement being upheld by providing me a SAFE and QUIET living space, the harassment that was continuously allowed by staff and the regional manager, and the complete disregard for my experience and safety as a tenant.

  Business Response

  Date: 09/25/2023

  Made contact with the resident, awaiting a response. 

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have email correspondence from a year back till today about our roof leaking. I am happy to share them with whoever. Between the property manager and the company, I’m not sure who to blame. My boyfriend and I constantly have to reach out to get a response from the property manager. It started with her saying the maintenance men could fix it (we have had over 3 since we have moved in here), to her saying it was fixed by the authorized roofing company for the property. Every single time it has not been fixed. It is currently December and we have a hole in our ceiling that is leaking. I do not blame the maintenance as this is something outside of what they can do. At this point it feels as if the company is being cheap and trying to do small fixes so they don’t have to get the roof fixed. We have both been so kind as to only send emails back and forth this past year to try to get it resolved. We recently met with the property manager on December 9th in person and still nothing. We both work in the service industry so we understand being patient and understanding, but at this point we are fed up. I am trying everything I can to avoid legal action. I left a message to file a complaint this morning and am filing this complaint. The message that seems to fall on deaf ears is that we just want our roof to not be leaking, whatever needs to be done for that to happen. If cheap fixes by the company will do that, then so be it. Obviously though, that hasn’t been the case so at this point in time it needs to be fixed.

  Business Response

  Date: 12/22/2022

  We made contact with the roofing company on 12/15, they arrived the same day and put up a tarp. The roofing company and our maintenance team have steadily worked on the flat
  roof drain and the attic access doors and all repairs were completed on 12/22/22.  We provided one-monthrental concession for the inconvenience. 

  
  

  Customer Answer

  Date: 12/29/2022

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

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) 4 types of mold were detected using a kit I bought and had analyzed, including two that affect our health-their solution was to call it just discoloration and paint over it.
  
  2) A/C doesn't work, I have to turn it off completely for hours for it to reset-they have been here many times to "fix" it, but they never do, they just get angry with us.
  
  3) Dishwasher doesn't work, stinking standing water in the bottom, makes the entire apartment smell-their solution is jiggle the controls endlessly until it starts working again.
  
  4) Electrical outlet in master bath doesn't work, it fried 2 hairdryers and I told them when I first found out, but I didn't want them in my bathroom because of the fact that it's tiny and frankly I doubt they would actually fix it given their track record.
  
  5) Huge crack in the sliding door, the wind actually comes thru-their solution was to put tape in it, they've had to redo it twice.
  
  6) Water in the ceiling of my son's room-their solution again was to paint over it.
  
  7) The breezeways are filthy with trash and dirt that gets tracked in.
  
  8) My son is extremely sick, this is further adding to his illness, and I blame management.
  
  9) Maintenance doesn't come for days when they are called and I had to call Breeden upper management once to get action, but after the initial response they went back to being nonresponsive.
  
  10) SWAT team was here for HOURS for the apartment directly across the way, I needed to leave but they told me to go back inside right away. They never got the guy out of the apartment; he stood on the balcony drinking beer and throwing the cans down. He was never arrested, his mother (who probably was the one that actually called them, we heard SWAT say it was a hostage situation) and he thought that it was extremely funny and were joking about it later. My son overheard him say proudly that there were 9 guns on him and he thought that was "fire". This was in July and she still lives here and he sneaks in occasionally.

  Business Response

  Date: 11/17/2022

  Contact Name and Title: Debbie ******, Regional
  
  Contact Phone: ###-###-####
  
  Contact Email: *******@*****************.com
  
  To Whom It May Concern,
  
  
  
  Since receipt of this written complaint, our onsite team at Reflections at Virginia Beach attempted to enter the resident's apartment on 11/9/22to address any needed repairs,but were refused entry. An appointment was made to return at 11 am on 11/14/22 but entry was refused again stating that their child wasn't feeling well. Another attempt was made for follow up and we received an email on Wednesday, 11/16 stating that we could enter on Monday, 11/21/22. We will be more than happy to address and correct any issues. I have advised the Property Manager to email and post a notice that we will be entering the apartment on Monday, 11/21 and the resident is welcome to be present.
  
  
  
  Kind regards,
  
  
  
  Debbie ******
  
  Regional Property Director
  
  The Breeden Company, Inc.

  Customer Answer

  Date: 11/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  It's pretty much all lies. Ms ****** is out of touch with the actual truth, most likely based on the lies she's been told. The matt is not resolved at all. I scheduled maintenance for 2:00 today and they showed up around 9:00am and then when they showed up, they acted shocked! This is completely the worst place we've ever had. There's constantly staff turnover

  Customer Answer

  Date: 11/24/2022

  I had an appointment with maintenance on Monday 11/21 at 2:00 after I returned from work. When I got home, my son told me they came around 9:00am. Steven said they acted surprised and unhappy when I wasn't there. How is 9:00 mistaken for 2:00? This is completely in step with the way we've been treated. Maintenance now calls me by my area code (***) when they are speaking about me; disrespectful to say the least. I just want to be released immediately from the lease without owing them any more of my hard earned money. Thank you.

  Business Response

  Date: 11/30/2022

  Good morning,
  
  
  
  Myself, the Property Manager, Service Manager and Regional Maintenance Director were able to visit Ms. ***** on 11/29/22. Four items were looked at and a follow up appointment scheduled for Monday, 12/5. The four items included: 1. Finding out why A/C kicks off before reaching the desired temperature, 2. Adjusting the sliding glass door to eliminate the small crack/space at the bottom of the door, 3. Installing a GFI outlet in Ms. ******* bathroom and 4. Changing the plumbing line from garbage disposal to the dishwasher to prevent back up into the dishwasher when the garbage disposal is used. Ms. ***** was very friendly and seemed pleased with the visit and plan of action. She and her adult son are planning to move out at the end of their lease.
  
  
  
  Sincerely,
  
  
  
  Debbie ******

  Customer Answer

  Date: 12/06/2022

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