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:05/01/2024

  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 was a resident at ******************* property in ******, **, managed by Security Properties Residential, until June 2023. When I moved out, the property manager, made a serious accounting mistake when preparing my move-out statement. Instead of issuing me $324.97 refund, the property listed $175.03 charge on the statement. This error was corrected after I disclosed my plan to take it to the court, and a new statement was issued, per attachment. The case was considered closed until May 1, 2024, when ******** a debt collector hired by Security Property, reached out trying to collect the $175.03 plus interest wrong charge again. ******* refused to stop the collection actions unless Security Property issues a signed document to them, stating that the alleged debt was a mistake. Please kindly help.

  Business Response

  Date: 06/10/2024

  To whom it may concern,
   
  Please review the attached Final Move-out Statement. We would like to clarify that this former resident was not sent to collections and instead was issued a refund of $324.97.
   
  Thank you for your attention to this matter.
   
  Best regards,
  SPR ************* Team
  

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved out of rental apartment at ******************** (********************************************************) managed by Security Properties Residential, on 09/19/2023. I understand that local regulations stipulate that the security deposit be refunded within 21 days. After 21 days have elapsed, I have not received the refund of the security deposit, nor an explanation of any deduction from this deposit, nor have I received any communication via mail or email from Central Billing or the accounting office regarding the security deposit or the outstanding final utility balance. (I paid the outstanding utility balance via my Resident Portal account.) The fact that I have not received any communication by mail or email from Central Billing or the accounting office seems to suggest an irregularity in the processing of the move-out paperwork. I have been in contact with the property manager, who has confirmed that my forwarding address and email address are correct. I request that the security deposit in the amount of $500 be refunded, or, if a check has already been mailed, that a replacement check be issued.

  Business Response

  Date: 10/20/2023

  Hello,
  
  A new check has been mailed out and should be received by the prior resident this week.
  
  Thank you,

  Customer Answer

  Date: 10/22/2023

  Update: On Oct. 12, I received the move-out statement via email, which was accurate as far as the accounting is concerned. On Oct. 20 (31 days after move-out), I received the check with the refund of the security deposit. My understanding is that this delay is unlawful per local regulations.

  Customer Answer

  Date: 10/24/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:09/07/2023

  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.

  More important than anything below is that someone on the property management company that lives in the building TAPED THEIR DOGS MOUTH SHUT. This illustrates the kind of terrible people who work here. This is a really terrible place to live and steadily becoming worse. We have been considering paying the fee to break our lease because of safety concerns among other things.My biggest concern about this place is safety. We used to have nighttime security but after the guards were jumped twice and building management did nothing about it the security company stopped contracting with the building. The other night someone got into the building and was smoking meth in a second floor common space. Last night someone who was clearly in mental health crisis was inside of the locked lobby. The neighborhood is not the safest so I already dont love taking my dog out at night, but it ***** not to feel safe even in the locked building. The only updates I get about who is wandering through the building at night is from a ************** run by tenants in the building. I recently realized that the individuals who live in their truck behind the building have been coming in and going to the sixth floor to use the community bathrooms to shower.The garage door often gets stuck and stays wide open for anyone to walk in. It seems safer to park on the street where there are people around because cars have often been broken into when parked in the garage.I would not leave bikes in the locked garage space because people have come in, opened the door with a coat hanger, and stolen parts from the bikes.Another concern is how dirty the building is. Last week the building had a notice posted on the front door from the city about needing to remove their trash. I used to see cleaning people pretty often with the old management company but havent seen one since management changed. The outside of the building always smells like dog pee and people leave dog p*** everywhere but it doesnt seem the building ever cleans it up (though people who own dogs should ultimately be the ones picking it up). I attached a photo of how the pool area was left over the weekend after a very loud, crowded party was thrown.I have also submitted a work order for my stove door which fell off and for our flooring which has started to crack and peel away from the floor. It has been around a month and the floor hasn't been fixed. The stove was fixed after submitting a second work order.If you have an electric car be warned that only one of the charging stations currently works. A few months ago, our car was towed overnight while charging. These are parking spots that I was told the towing company is prohibited from towing. It was wrongfully towed so we didn't have to pay when picking the car up but they did damage to our car because it wasn't towed properly. The towing company (*******) told us to submit a claim but we never heard anything back. The management company told us to inform them if ******* never got back to us but, unfortunately, the management company quickly changed after this occurred.The elevators in the building are broken very often. Normally only one elevator out of the two on the 22nd street entrance of the building is broken. Since new management has taken over both elevators on that side of the building have been broken at various times. I have heard from another resident that people are getting stuck in the elevators. When these elevators are down we don't always get notified of this, which can get frustrating because you have to go around to the other side of the building to use the one working elevator. For a building with 13 floors it is very difficult to only have one working elevator and you might have to wait awhile to be able to use the elevator.Packages go through the service Fetch, which is meant to prevent package theft. Unfortunately, Fetch is not a great service and can make quick Amazon deliveries pointless when Fetch is slow in delivering. Also, with no security and garage gates often wide open people do wander into the building and steal packages that are placed outside of your apartment door.Edit: Added photos of our pool which the health department just shut down and the condition of common spaces.

  Business Response

  Date: 09/28/2023

  To whom it may concern,
  
  The Regional Manager personally spoke with this resident and discussed the concerns she had with the community directly. They touched on maintenance concerns; however, as the resident was moving out, she only wanted them noted down.
  
  We are currently in the process of replacing the cleaning company. Courtesy patrol is available 24 hours a day, seven days a week, and is onsite seven nights a week, patrolling from 10 pm to 6 am. Additionally, the courtesy patrol was never stopped but was ramped up for better coverage.
  
  The pool was closed for one day due to a foggy appearance likely caused by overnight rain. The chemicals were balanced, and the city returned the next day, confirming that the chemicals were still balanced, so it was reopened.
  

• Initial Complaint

  Date:08/20/2023

  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 would like to seek help from BBB to get my rental security deposit refund from Security Properties Residential in regards to my terminated lease with ******************* in ******, ********. Their onsite office phone number is ************** and email is ********************************* The rental lease terminated and I moved out on 06/12/2023, but the property management refuses to refund *********** of $500 or investigate this issue despite my 10+ attempts to contact them for a resolution, with a hostile attitude throughout the process. It has been over 2 months since I moved out, and the ******** law requires the refund of security deposits within 30 days after lease terminates. Based on a final statement that I obtained on 08/18/2023 (attached as supporting document), they mistakenly put a $390 refund payable (amount I am owed) as an additional charge, and intentionally and wrongfully sent the bill to collection without even issuing this incorrect statement to me. My request is for them to 1) issue the deposit refund as a check within 7 business days, 2) contact the collection agency to remove this bill, making sure my credit score is not impacted, and 3) make an apology to me. Please kindly let me know if there is any additional information I could provide. Thank you for your help!

  Business Response

  Date: 09/13/2023

  To whom it may concern,
  
  The ******************* team has taken the following steps:
  
  ************ updated address has been confirmed for the reissued refund check.
  We have waived the cleaning charge as a goodwill gesture.
  Delays were caused initially due to ************ refusal to provide an accurate forwarding address.
  The team has recalculated the refund based on the balance owed.
  We are reissuing the check to ************ confirmed address promptly.
  
  This matter has been resolved. Should ******** have any additional questions the team can be reached directly at ******************************** 
  

• Initial Complaint

  Date:04/03/2023

  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 lived in Canyon Park Apartments for a few years, ******* 25th, 2023 while out of town, the backflow to the sprinkler system burst outside my apartment. The apartments couldn't turn the water system off for about 20 minutes after it ruptured. This caused the water to fill in my apartment through the window seals. I has inches and inches of water throughout my entire apartment. My elderly grandmother was there when it happened. The apartments came in and started hauling all the stuff that was soaked to a dumpster they ordered and stuck in the parking lot. My renters insurance states the apartments are at fault as they left the pipes on a slow leak so they wouldn't freeze through the winter and wouldn't cover anything. The apartments were denying any fault and refused to help in any way stating they were covered as it stated in the lease. During this time I moved out and they moved my grandparents to a new unit. Charging not only me the rent paid for ******* but my grandparents their rent as well for all those days. I didn't return to town until the first few days in February to switch all the utilities over, so they also charged my grandparents for that but wouldn't cover what I had to pay in the other apartment for the days they weren't residing there. They also stated they returned my deposit to me in February and i still haven't seen it. I have spoke to them about it many times. When i spoke to them a week or so ago about it, they stated they would have to talk to finance to see if it has been cashed etc. They are now increasing the cost of the garage on my grandparents and retaliating in many ways. i am still waiting for a response from the corporate office to see if this can be resolved or if i need to seek legal help to cover all the damages. This has been a very difficult process and the staff has been very unhelpful and deceitful. Before this company took over the complex, it was really enjoyable and peaceful. I am at a loss as to how they don't care about the people who live at their facilities and only take from them. Especially since it is a low income apartment complex. my Grandmother and I deserve the reimbursement of all items lost, that items that have water damage, rent from the apartment we were unable to remain in, utilities that were paid by ** that we weren't able to use but the apartments did and my deposit. We are out thousands and thousands of dollars. I have 4 kids, myself and my grandmothers belongings that were tossed including all of our beds, except my grandmothers but has water damage, all our furniture, electronics that no longer work due to water damage etc. I have attached a couple pictures for reference.

  Business Response

  Date: 04/21/2023

  To Whom It May ********************* are currently working with our internal accounting department to have ******************** check reissued and ******* to her. We apologize for the inconvenience and are taking steps to ensure this issue is resolved as soon as possible.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19890820
  
  I am rejecting this response because: 

  They only addressed the issue with my deposit that was never issued. I did receive that yesterday which was April 25th, 2023. The move out day was ******* 25th,2023. 
  
  They have not yet tried to work and arrange the flood and damages associated with it, or the charges for ********************* *************** that I paid for that they charged my grandparents for in their new apartment, but did not reimburse me anything. They also didnt reimburse any funds for the cost for the apartment after it flooded for which I could not reside in, but charged my grandparents full rent for their new apartment instead of transferring that amount over. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/04/2023

  To whom it may concern,
  
  I am writing to inform you that the refund check in question was delivered on April 24, 2023, and subsequently received by *********************, who has since cashed it. Therefore, we consider this matter resolved.
  
  Thank you for your attention.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19890820
  
  I am rejecting this response because:
  The business seems to think because they addressed the return of my deposit that the matter is resolved. However, it doesnt resolve the issue of the flood that was their apartment complexs fault by leaving a water line running in the winter. This caused the back flow system to the sprinklers to burst and cause flooding in my apartment. It damaged most of my furniture and belonging while I was out of town. They came in with my elderly grandmother, ordered a dumpster and threw my belongings away. 
  the fact they wont even address that issue and come to a resolution is unprofessional. If they cant come to a peaceful resolution to help with my personal loss and damages, the only way to go would be to extend it further than this and file a law suit. 
  again, I have attached just a couple of photos out of the handful I have. 
  Sincerely,
  
  *********************

  Business Response

  Date: 05/31/2023

  Hello,
   
  We would like to address concerns regarding the incident and the charges for utilities. Upon the occurrence of the incident, the Canyon Park Team took immediate action by promptly sending vendors to extract water and set up fans. We want to emphasize that during this process, our team did not remove or discard any items from the apartment. 
   
  Regarding the charges for utilities, we want to clarify that the other leaseholders (excluding ****, who was completely vacating) had initially planned to transfer to a different unit on January 31st, 2023. However, they decided to move into their new apartment earlier, on January 25th, 2023. As they had possession of the new apartment, they became responsible for the utilities associated with that unit. At the same time, since they still retained possession of the old unit, they remained responsible for the charges related to it. 
   
  We want to emphasize that due to the swift response from our vendors, the residents were able to remain in the apartment while the drying process was underway. This eliminated the need for them to vacate earlier.
   
  Taking into consideration the circumstances outlined and the proactive actions undertaken by the Canyon Park Team, no further reimbursement will be provided at this time. We appreciate your understanding in this matter.
   
  Thank you, 
  Security Properties Residential 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19890820
  
  I am rejecting this response because:

  They are repeating exactly what I stated. However, due to the nature of the circumstance and the complex purposefully leaving water on during the winter, they are responsible for all the damage to our belongings as well as their own property. I have many pictures of their vendors, and the dumpster with all our belongings in there.

  Regardless if I was vacating the end of January or not, this happened before January 31st and all of my belongings and my grandmas were still there as well as my name on the lease. 

  They are trying to hide that they are at fault. If they cant reimburse for all the damage they negligently caused, I will have no choice but to pursue this with an attorney. 
  

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/01/2022

  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.

  We started our lease here may of 2022 since then we have had to file a police report for the people below us harrasing ** and also we have the fire alarm go off in our complex atleast three times a week. Our apts do not even know the fire alarm has been going off, they have not done anything to fix it and also they are making us pay a transfer fee when we have all of these issues. I do not feel we should have to pay a transfer fee when this is an ongoing issue in THEIR building. We are unhappy in our apt and we are paying them a ton of money to live here to be treated this way. We would like to move apts without the transfer fee considering now everyone in our building will not even walk outside when the fire alarm goes off so this is a fire hazard and when there is a real fire no one will walk outside because we all think its fake.

  Business Response

  Date: 11/10/2022

  To Whom it may concern,
  
  The Anthology Property Manager has been in touch with the resident and communicated (by phone and email) that she is welcome to transfer without paying the transfer fee. 
  
  Additionally, the team responded to the fire alarms (which occurred in 1 day and not throughout the week) spoke with the Issaquar fire **** at each occurrence, and the vendor was out the next day to repair the alarms. 
  
  The Property Manager reached out again by phone and email but has not been able to connect. They are available to be contacted in the office at ************** or *************************

• Initial Complaint

  Date:10/31/2022

  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.

  I needed a place of residency due to me relocating to ********* due to my job. So I found *************************. I started an application but had not paid to run the application yet. Received several texts and calls to push my application and to see if I qualify. After I spoke with ***************************** in *************************. Misrepresenting her several times on a recorded line. She informed me on Sunday afternoon that my application fee of $50 and holding fee of $150 was all I needed to process my application. ****** assured me that the holding fee would be returned to my card of use with no problem immediately. After going back and forth with her regarding my source of income I explain to melody my hesitation on pushing my application. But assured me that they NEVER had an application denied, that theyll just request higher deposit, which I then informed her that was fine with me. On Monday I sent Melody a text. Soon after then I received an email saying my application was denied. I then called her thru a recorded line to speak with he further about why. ****** then tells me that the application was denied due to unverifiable information. Event though she never requested or verified my employer or even requested more documentation from my employer. she then asked me for a forwarding address to forward a check for the holding fee. ****** stated that she never say nothing to the affect that the holding fee was going to be returned to the card used that it was just a miscommunication. I then told her I would call her back with the said forwarding address. Called to speak with ****** back almost immediately, to be placed on a 30 minute hold. I then called with another to realize that I was speaking with her. Now shes playing games. ***************************** was not only misleading with information just to push my application thru and get some sort of commission of submission of my application. Misleading practices to push an application thru is not okay with me.

  Business Response

  Date: 11/10/2022

  To whom it may concern,
  
  Per the screening results, the application was declined. Additionally, we do not have the ability to refund directly back to the credit card and the team never relayed that this was a possibility. Nor did the team ever state that all applications are approved as we do not know the results until the screening and backgrounds are completed. The management team has spoken with the prospect on several occasions and the refund will be processed per SPR protocols and sent to the forwarding address provided. 

• Initial Complaint

  Date:09/26/2022

  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 filed for a 3 bedroom apartment in July 2021 I was told today that I will not be moved until spring 2023.I feel that I am being mistreated and I feel like they are giving people who have problems and start issues over me. I am going to school this is my first time in low income apartments. I am going for my bachelors degree, I have 2 children and I am stuck in a 2 bedroom small apartment. I feel that the paperwork was not filed correctly. I know for a fact that people who filed after me have been moved in already. I feellike I am being discriminated against because I am a single mom and I never give them any trouble. I feel like I am being mistreated.

  Business Response

  Date: 10/10/2022

  Hello,
  
  The ***************** is in contact with this applicant directly and working on the transfer process to a 3-bedroom. To confirm, no one has been placed in front of them for a 3-bedroom unit, and the transfer should be within the next two months. If there are any additional questions, the team is available to assist and can be reached directly in the office. 

• Initial Complaint

  Date:08/31/2022

  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 moved out of security properties and never received my security deposit back as they sent it to the wrong forwarding address, office knows of error and continues to withhold my refund or reply. It's been 3 months and this is illegal. Layering up.

  Business Response

  Date: 09/12/2022

  To whom it may concern,
  
  The office team had reached out to confirm receipt with the past resident but did not hear back. The check was mailed out via overnight and, per our records, (and ***** tracking) as of 9/01/2022 the check was delivered and as of 9/02/2022, the check was cashed. 

   

   

• Initial Complaint

  Date:08/20/2022

  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.

  Please read attached Word document as well as attached screenshots.

  Business Response

  Date: 09/09/2022

  To whom it may concern,
  
  All valid charges will not be revised. Due to rent not being paid on the rental due date (per the signed lease agreement) late fees were assessed. Additionally, the team waived late fees as a customer service gesture as per the promise to pay agreement made in the office. The $3.99 fee is the ********** billing fee. 
  
  The ********** team is working directly with this resident regarding their concerns.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17746194
  
  I am rejecting this response because:

  What I want the Better Business Bureau to convey to Security Properties is the following
  
  1. Make sure my billing is correct before posting, these errors are happening nearly every other month. If there are any discrepancies, be open to a dialogue where      we both sit down and compare paperwork.
  
  2. Have *********************** meet with her staff regarding their behavior towards members of the ***** community, maybe a diversity and inclusion seminar would be        appropriate.
  
  3. The Area Manager needs to be disciplined about his behavior towards me and I want an apology from him in writing.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/03/2022

  Hello,
  
  At this time, both parties have agreed to a mutual termination of the lease agreement at *********************. To recap, the team did review the ledger charges and found no errors as utilities are billed in arrears and as a gesture of goodwill, the late fee was waived.
  
  If further explanation is needed, the team is happy to review and charge in the office in an amicable manner in line with the previous request of no yelling or recording others (team members, residents, and children) without their permission.
  
  Thank you for your time.