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:06/27/2025

  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.

  I recently moved out of an apartment at **************** in ******************, which is managed by Bonavista Management. After my move-out, I received several unreasonable charges, including a $280 cleaning fee, along with several hundred dollars in additional charges for items such as carpet cleaning, painting, and blind cleaning.When I visited the leasing office to inquire about these fees, I was informed that there was no move-out inspection report indicating that extra cleaning or repairs were necessary. I also have video documentation from the day I moved out, showing that I left the apartment clean and in good condition.Despite reaching out, I have not received any response from the management team.

  

  Business Response

  Date: 06/30/2025

  Hello,
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to provide clarification regarding the charges assessed.
  

  Upon move-out, there were several necessary services required to restore the unit to an acceptable condition:
  
  Painting Services: Touch-up painting was completed to address wear and tear. This service was billed at $45 per hour for three hours, which is a significantly reduced rate compared to what a third-party vendor would typically charge for similar work.
  
  Cleaning Services: The unit required additional cleaning, including baseboards and behind appliances, which went beyond standard turnover expectations. These services were necessary to bring the unit to a sanitary and presentable condition for future tenants.
  
  Carpet Cleaning: Although the vendor charged us $130 for the full carpet cleaning, we only passed on $85 of that cost to you, absorbing the remaining balance as a courtesy.
  
  Parking Fees: A charge of $65 was assessed for 13 days of parking. If you believe your parking usage ended earlier than this timeframe, please let us know, and we will gladly review and adjust if necessary.
  
  We strive to be fair and transparent in our billing practices and provided documentation to showcase the charges. Please feel free to reach out if you have further questions or would like to discuss this matter in more detail.  
  Thank you,
  ****** Chittar
  Bonavista Management

  Customer Answer

  Date: 07/08/2025

  Dear BBB,

   

   Here is the update. 

  The photos provided by Bonavista contain misleading information. Of the three attached images, two are clearly not from my unit, and the thirdalthough taken in my unitwas not taken at the time I moved out. It may have been captured before I moved in or after maintenance personnel entered the apartment. Therefore, these photos should not be considered valid evidence to justify any cleaning or painting charges imposed after my move-out.

  Specifically:

  *** style="color: black;">IMG_1092: This image shows a room with two windows. However, my apartment (Unit 211) has only one window in each room. *** style="color: black;">IMG_1096: The bathroom appears to contain personal items, but I left nothing behind in the bathroom when I moved out. *** style="color: black;">IMG_1093: This appears to be a different bathroom than the one in IMG_1096the wall switch positions are different, indicating they are not the same ******************

  1.                      Lack of Documented Damage or Cleaning Justification: There has been no evidence presented showing any damage, excessive dirt, or conditions beyond normal wear and tear that would necessitate extra carpet cleaning or painting. The unit was left in good, clean condition upon my departure (I have clear photos and videos).

  2.                      Incorrect Blinds Charge: My apartment only had two blinds, yet I was charged for cleaning three blinds. Please verify this and adjust the charges accordingly.

  3.                       Inconsistent and Unverified Documentation: The only supporting document is a handwritten form that vaguely mentions "carpet shampoo $130" and what appears to be a cleaning fee of "$250." These do not align with the amounts I was charged ($280 for cleaning, $135 for painting labor, $45 for painting supplies). There are no dates, no vendor names, and no receipts for blind cleaning, painting services, or paint purchases, room cleaning and carpet cleaning. Given these inconsistencies and the lack of transparent documentation, I have serious concerns about the validity of these charges.

   

  Bonavista contacted me via email, but failed to provide any valid documentation. One receipt they submitted was dated 2024well before my move-outand another was issued nearly a month after I had already vacated the unit. Additionally, no documented damage was presented to justify the charges. Despite the lack of valid evidence and inconsistencies in their email communications, they agreed to reduce half of my move-out charges.

  I chose to accept the final resolution in order to save time and effort for both parties.

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a resident of Rise on 67th St, Unit *************************************************************************. I moved out on April 30, 2025, and waited a month for the reimbursement of my last month's rent and security deposit.On May 30, I received mail containing my reimbursement of $821.99.After looking at the additional expenses from my moveout through their resident portal, the total was only $225.67:- $75 - Painting Labor - $25 - Painting Supplies - $25.67 - Utility meter charges - $100 - Cleaning My only remaining credits total to $1499:- $1199 - last month's rent - $300 - security deposit Hence, my expected refund should be $1273.33 ($1499 - $225.67).Some of the costs and credits were listed multiple times in their transaction table. There is no clear indication on how they arrived at the reimbursement amount ($821.99), which was off by $451.34 ($1273.33 - $821.99).I e-mailed the property manager (******** *******) twice and I received no response. I called 5 times the following week, and each time, they say that they will call back but they did not.

  

  Business Response

  Date: 06/16/2025

  Hello,

  I am sorry about the delayed response.  Yes you are correct there was an error and you were charged a couple of times for the same fees.  We have a check going out today $451.34 to the ********* address.  I've attached the ledger for you to view as well.  Please let me know if you need anything else.

   

  Thank you,

  ****** Chittar

• Initial Complaint

  Date:05/07/2025

  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.

  Apartment flooding from known roof design flaw. Two occurrences causing damage to bedding clothing furniture- advised property manager that I did not want compensation or cleaning assistance- I wanted out of my lease- she said she understood now that I have found another apartment BONAVISTA is coming after me for thousands of dollars- and wont even say how much they are going to bill me for.

  

  Business Response

  Date: 05/09/2025

  Hello,
  Thank you for reaching out.

  
  The flooding incident from the roof scupper was not a known issue. However, once it was identified, our team acted promptly to resolve it. We understand that it may have caused some inconvenience, and we sincerely apologize for that.
  That said, it has now been several weeks since the matter was addressed, and we were surprised to receive your request to terminate the lease. As outlined in your lease agreement (attached for your reference), early termination requires the following:
  

  A lease break fee equivalent to two months of rent,
  

  Repayment of any concession you received upon move-in, and
  

  A 20-day written notice prior to move-out.
  

  Please review the lease document and let us know how you would like to proceed.
  

  Thank you,
  

  ****** Chittar

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23300630
  
  I am rejecting this response because: the statement in response is inaccurate. After the first leak, I was informed that there was a known design flaw in the roof. There had been previous leaks and the roof leaked a second time (after additional repairs). At this point I notified the property manager that I would need to leave the unit. I was told that was understandable. I made explicit that I was not seeking damages in light of notification of needing to move due to ongoing and unpredictable property damage. I followed up with written notice well in advance of 20 days.
  
  Sincerely,
  
  M ****** *******

  

  Business Response

  Date: 05/13/2025

  Hello,

  We would like to clarify that the issue you experienced was not due to a design flaw in the building. The water intrusion was caused by a blockage in the scupper on the 3rd-floor patio, which had become filled with leaves and debris. Once this was identified, our team promptly resolved the issue.
  As a gesture of goodwill, the property manager offered to replace your bedding and professionally clean your bed to help mitigate any inconvenience you experienced. At no point was it communicated that the unit was uninhabitable or that you would need to vacate due to a structural defect.
  Should you still wish to terminate your lease, please note that this would be considered an early lease termination. As outlined in your lease agreement, this would require payment of the applicable lease break fees, return of any concessions received, and a 20-day written notice.
  We are committed to maintaining a positive living experience for all our residents and are happy to continue working with you to address any ongoing concerns.

  Thank you,

  ****** Chittar

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23300630
  
  I am rejecting this response because:
  The leak you are talking about was the second to the unit which damaged my property and the third leak I know about. On each occasion property management and maintenance workers stated it was a known problem and they had tried repairs previously I notified the property manager after the second time that I was going to have to move. Notification was on April 8. I also followed up via text and was told that was sufficient. That is specifically when I stated that I didnt want to seek damages or other remedies- I simply wanted out. The property manager indicated that she understood my need to leave.

  I am on leave from my work as a firefighter with an *** recognized medical condition. The stress of having my home prone to flooding- or potentially flooding any time it rains is compounding my symptoms. The fact that this unit floods with heavy rain or any obstruction to the drain system is untenable.

  Being released from my lease is not an unreasonable request and is completely in your power to grant. I remain hopeful you will reconsider your stance and that this can be resolved quickly and amicably. Thank you for your consideration.
  Sincerely,
  
  M ****** *******

  

  Business Response

  Date: 05/19/2025

  Hello,

  Thank you for your message. Id like to take this opportunity to clarify the charges associated with the early termination of your lease.
  

  Per the terms of your lease agreement, the following fees have been assessed:
  

  Lease Obligation Through 5/31/2025: You have satisfied the rent responsibility through this date by providing the required 20-day notice. This has been paid in full.
  Lease Break Fee: $3,390
  Concession Payback: $2,992
  Total Amount Due: $6,382
  

  These charges have been added to your account ledger. You are welcome to settle this amount at any time before your move-out date.

   

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23300630
  
  I am rejecting this response because:
  It seems you are mistaken. I am leaving because BonaVista has acted in bad faith.

  I have documented the problems. Multiple BonaVista maintenance workers and on site management acknowledge that there are known issues with multiple leaks into this unit.

  I am hoping to settle this here. I am willing to pursue further through Americans With Disibities Act protections, Seattle Housing and State *************************

  I do not want to escalate this- as I have stated the living conditions and this dispute is aggravating my *** recognized and documented medical condition. Your buildings repair records, staff and management can be subpoenaed and deposed. All will prove the validity of my complaint.

  I demand that you release me from the lease.

   

  Sincerely,
  
  M ****** *******

• Initial Complaint

  Date:01/22/2025

  Type:Order 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.

  After the end of November 2024 move out from the ********************************. The damage deposit was refunded partially. The reason provided was a renter's insurance of $17 was billed on their invoice, which is inappropriate. Secondly, approximately $100 of utilities were over-charged at the end of the lease. I refer to their invoice, which is billed till the end of December. With no further explanation from the management and I am sending this request to BBB. It is just a small claim matter and at the same time, equivalent for their ability as a whole in that understaff small rental office.

  

  Business Response

  Date: 01/24/2025

  Hi ******,
  Per our phone conversation on January 24th, we reviewed the utility billing in detail.  We now have a full understanding of the billing and agree it's correct.  We have submitted a refund request for the $17 renters insurance charge that was billed in error on 11/30.  That refund check will be arriving in the mail.  Please reach out with any additional questions you might have for us.
  
  Thank you,
  
  ***** ******** | Regional Portfolio Manager

  Customer Answer

  Date: 01/24/2025

   
  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:11/24/2024

  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 lived here for almost 4 years. I reported bed bugs in my unit 8/23/204 to Bonavista mgmt. Today is 11/24/2024 & the infestation is yet to be resolved. I was originally told that the extermination will be complete on 9/19/2024. I have since fled my home due to this infestation. I have paid this company 3 months of rent without living there. Continuing to pay as I get told by **** that the extermination will be finalized soon. 3 months later & still hasnt been finalized, I am now forced to terminate my lease early due to this companys poor response to a bed bug infestation. 3 months of rent equalling $2625, a ****** search can tell you that the heat treatment for my 224sqft unit should have cost less. A treatment bonavista **** did not schedule until 3 months after I reported the bed bugs. Despite me previously requesting this service from both the exterminator ******************************* On 10/28/2024, after having previously spoken to the regional manager at bonavista regarding terminating my lease due to the infestation , I informed them via email I would like to move out after the final follow up inspection. Done by the exterminator about 1 week after the heat treatment. I still have this email for record. I spoke to the property manager over the phone around the time of the heat treatment. I was asked when I would like to move out & again told them I would like to move out after the final inspection is done, after the heat treatment. This final inspection is crucial to confirm success of the treatment. To ensure these bugs are not brought to my new home. 11/11/2024 the bed bug treatment was performed, I was told directly by the exterminator that they would be back to perform the final inspection in 7-10 days. I have been informed the final inspection is scheduled after I move out. Mgmt at times can take weeks to respond. Bonavista mgmt is grossly neglectful. This ********************* has caused me severe psychiatric distress, causing me to take FMLA since 9/25/204

  Customer Answer

  Date: 12/05/2024

  Bonavista mgmt has contacted me and the issue has been resolved. 

   

  Thank you,

   

  **** Hilliard 

• Initial Complaint

  Date:09/25/2024

  Type:Order 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 rented an apartment in ******* managed by Bonavista Management from 6/2023 to 5/2024. Before I moved in, I was requested to pay a refundable security deposit of $300. Later we realized this is illegal, as it should be collected during move-in after they give the required paperwork including the move-in check list, and the terms and conditions under which the deposit or portion thereof may be collected by the landlord upon termination of the rental agreement. A copy of the filled move-in checklist (signed by tenant and landlord) was not provided to me during move-in.On 6/28/24, I got refunded $64.70 instead of $190 of my deposit ($300 subtracted for last month utility and amenity/internet $110). On the move-out statement, $125 was charged for cleaning, painting supplies and labor without a contractor's invoice or invoice of materials/labor/etc. as required per RCW 59.18.280. However, before moving out on 5/31/24, I cleaned the apartment with my parents and we found no major or substantial damage on the premises. Nobody from the apartment was present to verify if there were any damages during move-out day when I was still there. RCW 59.18.280 says no portion of any deposit may be withheld for wear resulting from ordinary use of the premises. Furthermore, the move-in checklist signed by landlord and renter wasn't provided, so we don't know the initial condition of the premises. *** 59.18.260 says the move-in checklist shall be signed and dated by landlord and tenant, and the tenant shall be given a copy of that checklist. I don't remember if I signed the checklist, that I had filled in per their request but I know I never got a copy from them. I have the right to request a replacement copy per this RCW. I emailed the apartment asking for a copy in 07/2024, which they never provided, despite the fact I gave them 40 days for them to reply. Therefore, it is illegal to retain a portion of the deposit per RCW 59.18.260, and I would like $125 refunded to resolve this.

  

  Business Response

  Date: 09/26/2024

  Hello,

   

  Attached you will find a few pictures of the unit after the move out.  I have more pictures available but it would not let me upload all of them.  You were only charged what our vendors charged us for the partial cleaning, paint, etc.  Please let me know if you have additional questions.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22341251
  
  I am rejecting this response because:

  In response to our compliant,we expect the landlord to provide their defenses.

  1) On requesting us to the security deposit earlier, there is no defense.

  2) Under the **** they are supposed to provide the move-in checklist signed by both parties at the time of move-in, in exchange of the security deposit. This exchange could not be done because they had asked the security deposit to be paid earlier (illegally). When they had receive the money, they neglected doing their obligation to provide this signed checklist. What they provide now is the checklist that was not signed by either party and so it is not binding and therefore, not a part of agreement. Basically, there is no reason as to why they retain our money in the absence of the signed move-in checklist. 

  3) They said they only charged us for what they paid their contractor, without providing evidence (the invoice) as required per ***. The invoice may have information regarding whether the contractor is licensed, bonded & insured,what the contractor were called to address, what they did (fixing major damage or anything beyond the normal wear and tear) and whether the contractor charged reasonably.  They did not say "why" they did not include the invoice from the contractor at the time they mailed us the move-out statement (along with the return check of $64.70 instead of $190).

  Since they do not provide any defense on the three issues above, we reject their business response.
  
  If they are still willing to resolve this issue in good faith, please ask them to return the remaining $125. 

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

  

  Business Response

  Date: 10/03/2024

  Hello,

  The apartment check list was provided to you.  There is no RCW that states that The cleaning did not meet professional standards. As a resolution, we are will offer you the full refund in good faith of  $125.
  We are happy to send a check to you. Please provide your preferred mailing address, or if it's more convenient, you are welcome to pick it up from our office:
  

  Bonavista Management
  **************************************************************************************
  

  Please let us know how you would like to proceed.

  Thank you,

  ******

  Customer Answer

  Date: 10/06/2024

   
  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.

  Thank you BBB for facilitating this conversation. My address is ********************************. I will notify BBB when I receive the $125 refund to close this case.

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

• Initial Complaint

  Date:06/11/2024

  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.

  Previous renter at **********************************************, which is managed by Bonavista Management. I requested refund of security deposit after not receiving it after 2 month since I moved out. Moved out on 4/8 and received a notice of unexplained charges for amount of $350.33 on 6/10. The the dispute is that: 1. I moved my mattress and I still have it now, but they charge me $108.11 for Trash Removal for Mattress.2. I was charged for utilities on 4/1 and moved out on 4/8, but they charge the same utilities categories on 4/30 and 5/1 for total $242.22 (some tilted for 60 days, which is clearly beyond my move out date). I replied the property manager and requested clarifications on the charges on 6/10 (the same day I receive the notice), no reply from them yet.

  

  Business Response

  Date: 06/11/2024

  The bed removal charge was an error and has been reversed. ***** the property manager will reach out to explain the water/sewer/trash billing.

  Kind regards,

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

  Customer Answer

  Date: 06/11/2024

   
  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,
  
  **** ****

• Initial Complaint

  Date:05/20/2024

  Type:Order 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.

  This is my last effort to contact the business:My lease is being violated. There is no access to internet in the **********************. My lease specifically states that xfinity wifi is active. This is a lie. I have been thrown for a loop by every property manager and would like discounted rent or my lease terms to be met.

  

  Business Response

  Date: 05/21/2024

  Unfortunately, the internet service for the entire building is currently unavailable due to vandalism that damaged the incoming cables.
  We are actively working with ******* to get the cables repaired and internet service restored as soon as possible.
  In the meantime, we completely understand the need for internet access. We've offered two options:
  Reimbursement for Temporary Internet: We are happy to reimburse you for any internet service you obtain directly from another provider until the building's internet is back up. (offered in previous conversations) 
  Move-Out Option: If the lack of internet is a significant inconvenience, we are waiving any penalties if you choose to move out of the building.
  

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21737563
  
  I am rejecting this response because: ******* techs said there had not been service there in years. The previous property manager ******** said the internet wasnt ready to go when I first toured, but it would be around the time I moved in. If youre claiming vandalism, then when did this occur? Before I moved in correct? Maybe even years before? So to advertise that there is active xfinity wifi is false. Youre failing to provide what was agreed to in the lease. To tell me its my responsibility to provide internet access for myself or move out is a completely inappropriate response. Please provide me with access to internet as you agreed to do. Its been a month. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:05/17/2024

  Type:Order 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 rented an apartment at ******************************* with Bonavista Management from 2021 to 2024. When I moved in, I paid a security deposit of $300 and a key fob deposit of $50. When I moved out on 04/30/2024, I deep cleaned the apartment. On 5/16/2024 I received in the mail of a refund of my security deposit of $49.27. On the Move Out Statement, $150 was charged as "cleaning fee". The $150 cleaning fee was charged to me illegally and I expect to be refunded according to the RESIDENTIAL LANDLORD-TENANT ACT:1. The state of ********** does not allow landlords to charge for normal wear and tear. 2. The lease says I shall clean the apartment when I leave, which I did. I left the apartment in pristine condition. I have ***************************************************************************************************** I am ready to present this evidence to the court that the apartment was cleaned thoroughly when I moved out.3. The Landlord must refund the renter's total security deposit "if the landlord and renter did not sign a move-in checklist when the renter moved in". ******* and I never signed a Move-In checklist when I moved in. 4. The Move Out Statement does not contain an itemized cost sheet or any specific explanations on why the labor is needed and what kind of labor was done. The apartment was rented out within 1 week of my move-out date, which tells how good of a condition I left it in. I should not bear the cost of the vacancy period for the property management company. Just the fact that no Move-In Checklist was ever signed is already enough to prove this charge illegal.In summary, I would like to be refunded for $150 of cleaning fee.

  

  Business Response

  Date: 05/20/2024

  This issue was brought to our attention on Thursday May 16th and this past resident received a respond directly on Monday May 20th.  To resolve this issue and close it out we have issued a refund of $150.  Please note that we were given very little time to respond and resolve directly with the past resident.  

  Customer Answer

  Date: 05/21/2024

   
  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,
  
  Jinlu Ma

• Initial Complaint

  Date:02/27/2024

  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.

  The property manager that *** dealt with has engaged in threatening and blackmailing me. Three weeks ago I tried using the onsite laundry, but the dryer was broken. I asked for a refund for the money I spent on the broken dryer and submitted a maintenance ticket. I was assured that I would receive a refund and that the machines would be repaired. A week later I tried drying again and the machine was still broken. I asked again for a refund. I was asked to provide proof that I paid for the dryer, so I showed them the screenshots of the transaction history from the app used to activate the machines. No response. I messaged a few days later asking when I could expect a response, and the property manager called me, yelling about how she was recording this call and threatening to terminate my lease. I said I never consented to being recorded on the call and she immediately hangs up. The following day, I asked for a copy of that recording she took (illegally, without my consent) and she refused, accused me of harassment, and threatened to call the police.

  

  Business Response

  Date: 03/08/2024

  
  I hope this message finds you well. I recently became aware that you filed a report with the Better Business Bureau regarding some concerns you *** have with the timeliness in repairs to our shared dryers. I understand your concerns and take them very seriously. As the Manager, it's my responsibility to ensure that our residents are satisfied and that their issues are addressed promptly and effectively. 
  
  First and foremost, I want to extend my sincerest apologies for any inconvenience or dissatisfaction you *** have experienced. Your feedback is invaluable to us, and it helps us improve our services and address any shortcomings in our operations.
  
  As the Manager, it is my duty to ensure that all resident concerns are addressed promptly and appropriately. While we take every complaint seriously and strive to provide exceptional service to all our residents, it is important to ensure that the information provided is accurate and reflective of the situation..
  
  Upon reviewing your report, it appears that some of the statements made *** not align with the facts of the matter. I want to assure you that we are committed to resolving any legitimate issues or concerns you *** have, and we take all feedback seriously in our continuous efforts to improve our services.
  
  Once again, I apologize for any inconvenience you *** have experienced, and I appreciate your patience and understanding as we work to address your concerns. Please feel free to contact me at directly at your earliest convenience. Open communication is essential in resolving misunderstandings and ensuring that our residents are satisfied with their experience. I encourage you to reach out to me directly to discuss your concerns further and to provide any additional information that *** help clarify the situation.
  
  Thank you for bringing this matter to our attention, and I look forward to the opportunity to make things right.
  
  Sincerely,
  
  Management 

  Customer Answer

  Date: 03/23/2024

  The response of the business is absurd and completely unacceptable. In it they accuse me of fabricating events, yet mention nothing specific. They are clearly not willing to resolve the issue, and their response is incredibly disingenuous and disrespectful.
  
  

  I have now reported broken glass on the walkways out of the building twice and they havent sweeped it up.

   

  -***

  

  Business Response

  Date: 04/02/2024

  Hello,

  A customer service credit was issued to ************ on March 4, 2024 in the amount of $120.00, see the attached ledger for reference. 

  Note that we have been unable to reconcile the complaints and claims of $117.50 in damages. Specifically the complaint references a three week period of time and the receipts provided as proof reference 3-4 months of time. 

  We consider this issue resolved.

  Sincerely,

  Management

  Customer Answer

  Date: 04/14/2024

   

  The dryers in the building werent working and I filed a work order for them to be repaired. The property manager I filed the complaint with said it would be taken care of right away.

   

  After a week, I tried drying my clothes again and the dryers were still broken. I once again messaged the property manager and they said that there was nothing they could do as the maintenance workers had been backed up. I asked why there wasnt any notification of the this and why there wasnt anything to notify tenants that they dryers were still out of order.

   

  In response to these messages, the property manager called me on the phone, yelled at me, threatened to terminate my lease, and then said I would not be renewed when my lease was up.

   

  These threats were an entirely inappropriate way to respond to my complaints about the broken dryers.

   

  Later on, there was broken glass all over the walkway beside the building. There was no way to enter or exit the building without walking over broken glass. I called management about this and they sent out their worker the next day who did not clean up the glass, but merely spread it around.

   

  I sent pictures of the still very hazardous walkway to management and they said they would have someone get around to it.

   

  Not only did it take another full week before the walkways were clear of glass, but management continually treated my complaints as though they were invalid.

   

  I can quite comfortably say, while Ive experience some bad landlords in my time, Ive never experienced receiving threats over asking for the buildings dryers to function. And never have I seen a hazardous complaint such as glass on the walkways take multiple calls and over a week of time to remedy.

   

  Bonavista is by far the worst property management company I have ever had the misfortune of dealing with.

   

  - ***

  

  Business Response

  Date: 04/22/2024

  Hello,

  We have read the additional message and it is not clear what the request is. Our concise and restated responses are below. 

  A customer service credit was issued for the entire amount requested. 

  Any lease renewal, extension, or modification will be completed within the terms of those agreements and all applicable regulations. 

  Sincerely, 

  Management

  

  Business Response

  Date: 04/24/2024

  Hello, 

  If dryers are not working the vendor is notified and the issue is resolved, we typically send email and or the vendor post signs when machines are not working. There are 2 instances YTD that the vendor found issue with a machine and they show in the system as resolved within a few days.

  The claims and allegations made by this resident are hard to investigate. For example, we have no record of the work request in our system, if it was submitted another way we're unable to find it. Regardless the machines are checked frequently and when issues arise they are resolved. Another example is the laundry purchase history (see attached), there is no indication of issues with multiple purchases or transactions outside of the pattern of use since August, regardless of no obvious issue we have credited 100% of the $120 spent on laundry since August. The last is the interaction with the former manager, we're not aware of any recording or issue other than two people arguing, it's unfortunate but it has long past and we consider it resolved.

  Sincerely, 

  Management