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:11/27/2024

  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.

  Im writing to formally outline our experience with ****** and to request a partial refund for the fees we paid during the application process. Below is a detailed timeline of events to provide context:11/23/2024:We applied for Unit 508 at ThePop with a 13-month lease and paid all necessary fees. Our manager, Autumn Riding, later informed us that only a 15-month lease was available, despite our initial agreement. She pressured us to accept the longer lease, but we refused and stated we wouldnt proceed under those terms. Eventually, she contacted upper management, and the 13-month lease was approved, but the situation caused us considerable stress.11/24/2024:Everything appeared to be resolved, and we had no issues.11/25/2024:Autumn Riding informed us that our move-in date of 11/28/2024, which she had previously confirmed multiple times, was no longer possible. I have email correspondence as proof, which I can provide. She then suggested alternative options that either required us to pay more or forfeit the concession we were promised. This was due to her failure to provide accurate information from the beginning. Ultimately, her handling of the situation placed us in an unbearable position. By the evening, we decided to terminate the process due to the mismanagement we experienced.11/26/2024:We spoke with *******, who informed us that there would be no refund. However, ******* suggested a reasonable solution to start the lease on 11/27/2024 (one free day) with full concessions intactan option Autumn Riding never offered, despite her being at fault. At that point, we had already made the decision not to proceed with ThePop.While I understand that efforts were made on our application, this process caused significant stress and wasted our time. For us, the fees paid represent a substantial amount, and we feel it is fair to request a partial refund given the anxiety, inconvenience, and mismanagement we endured.

  Business Response

  Date: 12/18/2024

  Thank you for sharing the details of your experience with The Pop. We understand the challenges you encountered during the application process.
  
  Unfortunately, we are unable to issue a refund, as all fees paid during your application were processed in full, in accordance with our policies.
   
  Please know that our team member did everything within her capacity to resolve your concerns. She promptly escalated the issue to upper management to find a solution and ensure that the correct lease terms were approved as well as providing options to overcome her error with the move-in date. We offered to compensate for the extra day of rent due to the inconvenience. As we mentioned, we have had many team members out of the office or minimal hours this week due to the holiday and they responded as soon as they could.
  
  We are sincerely sorry for any inconvenience or stress this situation may have caused you. While we are unable to accommodate your refund request, we appreciate the time you took to communicate your concerns.
  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22612105
  

  I am rejecting the response provided for the following reasons:

  
  On November 25, 2024, Autumn Riding offered us three options regarding the lease:

  
  Start the lease on November 27 and pick up the keys the same day, which would allow us to receive the full concession.
  Start the lease on November 28, the last day to qualify for the full concession, but pick up the keys on November 30.
  Start the lease on November 30 and pick up the keys the same day, but only qualify for $1,000 off.

  
  As shown above, there was no mention of compensating for the extra day. This omission misrepresented the available options.
  On November 26, 2024, another employee, *******, suggested compensating for the extra day. By that time, we had already decided not to proceed with moving into your apartments due to the error and the stress it caused us.
  Had Autumn Riding provided the option for an extra day on November 25, 2024, this entire situation could have been avoided, and we would have proceeded with the lease. However, due to this lack of transparency and the way we were treated, we felt compelled to decline. The dismissive and transactional approach made us feel more like "money bags" than valued individuals.
  I strongly urge you to revisit this situation and consider a partial refund. The way this matter has been handled is far from acceptable, and I believe a fair resolution is warranted.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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.

  A property owned by Insite has filed false accusations against us to a collection agency over funds they claim they are owed. We moved out of their property in good standing at the end of April 2024. We were given a full deposit refund and the apartment was cleared of any damages. July 12th we received an email from the property stating we owed them $1,500 dollars due to excess damage. We asked for proof of damages or any information as to what happened since we had not lived there for 3 months and we never received a response. We just received a collections notification today demanding the $1,500. This request is unwarranted as we have not lived there and cannot verify what happened during those 3 months.

  Business Response

  Date: 12/12/2024

  Thank you for reaching out regarding your concerns. We understand the importance of addressing this matter.
  
  After reviewing your account, wed like to provide additional context regarding the charge in question. Upon your move-out inspection in April 2024, the manager conducted a walkthrough of the home. While no visible damage was noted at that time, there was a noticeable pet odor in the home. The home was professionally carpet cleaned in an effort to address this issue. Unfortunately, the cleaning was unsuccessful in eliminating the odor, and it became necessary to replace the carpet to restore the home to its original condition.
  
  The charges for the carpet replacement were assessed as they fall under resident responsibility for pet-related damages. While we acknowledge that the remaining amount of your security deposit was refunded initially, it was later determined that the carpet replacement was necessary, resulting in the balance now being pursued.
  
  We sincerely apologize if there was a lapse in communication regarding this matter when you initially inquired about the charges. The manager mentioend that they have email communication that was sent over to you regarding the carpet needing to be replace. We are currently reviewing all documentation with ownership to determine if there is an opportunity to negotiate or adjust the outstanding balance.

  Thank you!

• Initial Complaint

  Date:08/10/2024

  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.

  To Whom It May Concern,I am writing to formally express our concerns regarding multiple distressing incidents at one your properties, Sky ********** where we reside in Unit 419.On July 7th, 2024, our storage unit was broken into, resulting in the theft of essential camera equipment for my business and tampering with personal documents. This has caused significant disruption to both our personal and professional lives. Despite reporting the incident, the "secured" storage entrance remains damaged, leading to further breaches. On July 21st, our car was also forcibly broken into, causing additional loss and damage.In addition, we have reported, along with other neighbors, the ongoing issue of a woman frequently screaming in the hallway. This disturbance, involving alarming cries such as help me and kill him occurs at various times throughout the day. The presence of this individual, who appears to be mentally unstable, contributes significantly to our feelings of insecurity within the apartment complex.Furthermore, after discussing these issues with multiple tenants, we have learned that they too have experienced theft of personal items and vehicle break-ins. One tenant reported witnessing a man ducking between cars in the garage at approximately 3 AM on Sunday, August 4th, which further underscores the security concerns within the premises.As of today, the "fob-only access" security doors have been left unlocked, allowing unrestricted access to all floors, which further compromises our security.Given the gravity of these incidents, my wife and I no longer feel safe residing here, especially with our infant. The cumulative effect of these experiences has been traumatizing, and we now find the environment uninhabitable.Sincerely,****************

  Business Response

  Date: 08/22/2024

  Hello,

  Thank you for bringing these important issues to our attention. We want to assure you that your safety and comfort are our top priorities.
  
  Upon receiving your reports about the storage unit break-in and vehicle break-ins, our team acted swiftly to investigate these incidents. We immediately contacted the authorities and have issued a notice to all residents to raise awareness and remind everyone of the security protocols. Additionally, weve taken steps to address the issue of the unlocked "fob-only access" security doors. These doors are now properly secured to ensure controlled access to all floors.
  
  Regarding the noise disturbances, we understand how disruptive this has been for you. We have issued the appropriate compliance notices to the responsible unit and individual. While the Washington tenant-landlord laws limit the immediate actions we can take, we are committed to ensuring a peaceful living environment for all residents. We are working closely with law enforcement, and they have determined that the issue is isolated to one unit. We encourage you to continue reporting any future disturbances to the police, as they can intervene directly if needed.
  
  We sincerely apologize for the inconvenience this has caused and appreciate your understanding as we work to resolve these issues. Please don't hesitate to reach out if you have any further concerns.

  SKY Management

• Initial Complaint

  Date:05/01/2024

  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 am a renter with District Flats, a property owned and managed by Insite Property Solutions (************************************************************ P: ************ E: *********************************** On Feb. 29, 2024 water damage caused by the unit above occurred in my unit (A103). On Friday that week I was sent an email that I would need to fully move out of the unit for repairs. I rented a storage unit (covered by renters insurance) and fully moved out of the space. After the assessment it took them roughly 2 weeks to begin repairs. My apartment still sits empty 2 months later, and I was told by ********************* (Community Director at **************, ***********) that Insite just cut the check to pay the deposit on the next set of repairs this week (May 1, 2024). I have been paying rent for a unit I have been told I cannot live in for 2 months now and was just told there is no way to let me out of my lease and I will need to continue paying rent. This May, 2024 will be the third month I have paid my full rent with no services being provided. I have spoken with legal aid and my renters insurance (progressive), but have said there is not much I can do and only the rental company has the ability to adjust my costs in this situation. In my correspondence in the last month I rarely get a reply and often have to go into the office to get any response. I have also cc'd parent company Insite on my correspondence with District Flats management, and they have never responded.

  Business Response

  Date: 05/20/2024

  Thank you for bringing this matter to our attention. We regret any inconvenience and frustration you may have experienced due to the water damage in your unit and the subsequent delay in repairs. We understand the impact this situation has had on you, and we want to assure you that we are actively working to resolve it.
  It's important to clarify that the water damage and resulting repairs were not caused by any action or omission on our part as the landlord. Nevertheless, we take full responsibility for ensuring that the repair process is completed to the highest standard. We are in regular communication with our vendors to obtain updates on the progress, and we are now in the final stages of the repairs.
  We also want to also confirm that your temporary relocation expenses are being covered by your renters insurance, which should alleviate additional financial burden on your end. We appreciate your patience and understanding as we work towards a resolution.
  Thank you for your cooperation and support. If you have any further questions or concerns, please feel free to reach out to us directly.
  Best,

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

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21653474
  
  I am rejecting this response because:

  - Though it is true that the water damage was not the fault of District Flats, the pace of repair falls under their jurisdiction. The current timeline is about to enter month 4 and the repairs post drying have just now been given the deposit payment to begin work. I was given this information by the Community Director, *********************.

  - Washington State renters insurance covers costs above and beyond rent, it is up to the establishment to release the renter from their lease or change the cost of charge. District Flats is not providing any goods or services. They are effectively charging for unlivable/unsafe space. According to the warranty of habitability, It holds that in renting a place to you, the landlord makes an unspoken promise (warranty) that it is safe to live in. If it turns out not to be, the landlord has violated (broken) the warranty. A warranty of habitability is implied in all tenancies where you are renting a place to live. It does not need to be in writing in your lease agreement.

  - District Flats is still charging me for parking and pet rent - neither of which are being used. Utilities and trash are also not being used, and I was informed that there was no way to not charge these as they are stipulated in my lease.

  - Communication through this process has been few and far between. This response via the Better Business Bureau, is the first response I have received from the larger parent company in spite of them being cc'd on previous correspondence. In emailing with the ************************ Director, I rarely get a response and have had to show up and ask my questions to get any for of answer, as opposed to a reasonably timed email.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/11/2024

  I am happy to confirm that we have settled with the resident, *********************. We have agreed to reimburse him for two months' rent in the amount of $4,112, as well as release him from his lease one month earlier than the contract end date of 6/30/2024. Both ********************* and District Flats have agreed to these terms.
  
  The check will be issued once the settlement agreement is signed and notarized by all parties.
  
  Thank you,
  
  *************************

  Customer Answer

  Date: 06/13/2024

   
  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,
  
  *********************