Complaints

This profile includes complaints for Thrive Communities Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thrive Communities Management LLC

  1518 1st Ave S Ste 500 Seattle, WA 98134

• 

  Thrive Communities Management LLC

  802 45th Street NE Auburn, WA 98002

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  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.

  Harassment via email for funds that the business claims i owe that i do not.Potential scam to co-signers for apartment lease as the actual lessor did not receive the emails, Just the co-signer. Scam?

  Business Response

  Date: 07/24/2025

  Hi ********, thank you for taking the time to share your concerns. Our records show that your daughter ****** officially moved out at the end of May, and the only outstanding charge on the account is for final utilities, which are billed separately through Conservice and typically arrive two months after move-out. No rent charges were assessed beyond her lease term. However, it appears the final months rent (May) was not paid. ****** typically made payments via ****, and the last processed payment we received was on April 7th, 2025. A 30-day notice for non-payment was issued to ****** on May 13th, 2025. We understand youve been trying to connect with Central Billing and havent received a response. Unfortunately, as they are a third-party partner, our onsite team is unable to access detailed billing records once the account is in their hands. Weve shared their contact details with you and sincerely apologize for the delay in communication on their end. We know thats not ideal and appreciate your continued patience while they follow up. Please dont hesitate to reach out directly to the ***** team with any other questions.
  
  

• Initial Complaint

  Date:05/04/2025

  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.

  We received an email saying that we owed this company for living in their apartments. We never moved in the there and we never signed any lease. The apartment address is ****************************************************************). My wife called to explain we never lived there and they told her it was an application fee, even though the email plainly says it was for "moving out". I emailed them back and told them please remove the charge because we never lived there and they responded saying there is something wrong with their emails and contact them through phone. I wrote "email is fine" because I didn't trust them. We are also worried they are omitting things to people when renting out their suites:1) They wanted 2 months rent to break contract, which would be $4600 for us. Also we could not live there without being in a constant contract.2) If we wanted to have a contract for month to month our rent would go up 40%.3) We had to use their internet provider.These were the things that were told to us during our tour which pushed us not to rent a suite with them. Now we are getting harassed by emails saying to pay them for leaving their suite. We feel something criminal is going on and we would like this company to drop the bogus charges. We are also worried they will try to ruin our credit.

  Business Response

  Date: 05/05/2025

  Hello,

  After speaking with the on-site team, it was determined the billing was a mistake as a result of the canceled application. The team caught it in April and corrected the charge. Attached is the updated ledger showing a $0 balance. 

  Thank you,

  Thrive Communities

  Customer Answer

  Date: 05/07/2025

   
  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:04/29/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 filing this complaint against Desie/Thrive communities for a pattern of negligence, unethical billing practices, & unjust charges related to my tenancy & move-out process. Their submission of fraudulent & inconsistent charges, & the recent action of sending a disputed balance to collections have resulted in damage to my credit, despite my efforts to resolve the matter in good faith.Before moving out on 10/31/24 I cleaned the apartment thoroughly & formally requested a move-out walk-through in writing, which was ignored. Under Washington State law (RCW 59.18.280), the landlord was required to provide an itemized list of deductions within 30 days of the end of the tenancy. I did not receive any communication until nearly three months later, on January 22, 2025. At that time, I was issued a vague and unprofessional invoice, showing a generic carpet cleaning charge with janitorial services handwritten across it. There was no itemization, no breakdown, and no valid documentation. The unit was listed for rent on 11/4/24, and marked as move-in ready by 11/19/24, making any claim of extensive post-move-out cleaning highly questionable.I was initially told the charge would be $255, but the invoice I received stated $265, without explanation. Furthermore, I discovered that multiple receipts reflected different charge amounts for the same alleged services. This, along with several charges I previously had to dispute & have removed due to being inaccurate or fabricated, shows a clear pattern of dishonest billing.I also spoke directly with a maintenance employee who agreed that the charges assessed to my account were unjustified based on the condition of the *************** history. Additionally, I have been informed that the property management company is currently involved in a lawsuit for situations similar to mine, further validating my concerns about their practices.Despite offering to pay the accurate balance of $197.32, my communications were ignored.

  Business Response

  Date: 05/09/2025

  
  Hi there, Since the residents move-out, there have been ongoing conversations beginning approximately a month prior to their departure and continuing through February. During this period, the team remained responsive and worked to find a resolution.
  
  Included in the attachments are:
  - An initial email outlining the charges that were reversed on the residents behalf
  - Two emails from Central Billing: one with the updated ledger that was shared, and another explaining the cleaning charge, which continues to be the primary concern
  - The cleaning invoice, move-out photos, and the current ledger reflecting all adjustments made
  
  The ledger includes an itemized breakdown of all charges, providing full transparency into what was billed. The cleaning charge, while disputed, was actually underbilled based on the scope of work. Additionally, painting charges were waived, despite the walls being painted blue, and rent charges were corrected following the residents move-out date dispute.
  Overall, the documentation reflects a consistent effort to address the residents concerns and make reasonable accommodations. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23245661
  
  I am rejecting this response because:
  I do not agree with their characterization of the situation and feel the need to clarify several key issues that have not been handled with transparency or fairness.

  Throughout my tenancy, and especially during the move-out process, I encountered multiple instances of inaccurate and fraudulent charges. For example, I was initially charged for an additional day after my actual move-out date, which included extra utility charges as well. These were later correctedonly after I identified and disputed themindicating a lack of diligence and honesty on the part of the management.
  
  I also submitted a written request for a walkthrough weeks before I handed in my keys to ensure the apartment met expectations. This request was ignored. I was instead directed (by *****, spelling may be incorrect) to speak with the maintenance man, with whom I confirmed that the apartment, including the accent wall that was painted blue (as seen in the pictures that even the apts included) was in acceptable condition. That room was painted with prior managements approval within my first year of residencyover a decade ago. It is unreasonable and unjust to charge me for repainting due to a company-wide renovation decision, particularly after 10 years of continuous residence.
  I also feel the charge of $265 for a blue wall is unjust. 
  
  Contrary to their statement, there was no consistent effort made to address my concerns. My final email was never acknowledged. I was told verbally that a cleaning fee was assessed due to crumbs found in a cabinet, which I dispute. That cabinet was accessed by maintenance after I had already cleaned the unit, specifically to fix an area under the sink. When I pressed for written documentation of these charges and any scope of work, I received no response.   

  Eventually, I discovered the account was sent to collectionsdespite my clear and repeated communication that I was, and remain, willing to pay the amount I legitimately owe, which is $197.32. I have continuously expressed my readiness to resolve the matter in good faith. Sending my account to collections, harming my credit, while leaving my last concerns unaddressed feels retaliatory and unjustified.
  
  I respectfully request that:
  
  -The apartment complex provide a detailed, itemized explanation of the charges in writing which I was legally supposed to be givien to me within 30 days of vacating the apt. 
  -Any miscategorized or reversed chargesparticularly those relating to painting and cleaningbe fully clarified and corrected.
  -The collections account be cancelled immediately, as I have made every effort to pay the amount I actually owe.
  -I be allowed to pay the $197.32 in full and in good faith to bring this matter to a close.
  
  After 10 years of residency, I expected a more respectful and transparent transition. I am only seeking fairness and the ability to move forward without unjust financial repercussions.

  I have added the screenshots of the messages between the maintenance man and I to show when I messaged him about being on property and then he came to tell me I didnt need to paint the unit on Oct 18th. 

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

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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 moved out of the *************** in ******** last month and received a bill for approximately $520 in move-out fees. Some of these charges seem unreasonable to me. I have been emailing the management for justification, but they have not provided a clear response. In fact, they have not replied to my most recent email, which I sent seven days ago.Many of these charges are not outlined in our lease agreement. For example:$160 deduction for a cleaning fee $75 charge for a "P1 trash removal fee"$5 charge for a "final service fee"$10 charge for a "final move-out fee"Regarding the $160 cleaning fee, after reviewing the relevant regulations, I believe I should not be charged for cleaning related to normal wear and tear for the following reasons:1. I performed basic cleaning during my move-out and returned the unit in good condition.2. I was not informed of any cleaning fee at the time of move-in, and it is not outlined in the lease.3. I did not cause any additional damage or excessive dirt.I also requested that they provide:1. Copies of any invoices or receipts for the cleaning fees 2. The move-in and move-out inspection reports for comparison However, they have not been able to provide these documents.Additionally, they stated that the $75 charge was for trash removal on P1. I had already paid trash utility fees throughout my tenancy, so this appears to be an unjustified extra ********* for $5 charge for a "final service fee" and "$10 charge for a "final move-out fee"They are not outlined in lease agreement and I already paid the regular service fee.The current total bill is $520. I hope these unreasonable chargestotaling $250can be canceled. That would bring the actual bill to $270. Since they are currently holding my $300 deposit, I believe I should receive a refund of $***** is concerning that they are randomly adding expenses without any explanation, and then asking me to pay without providing proper documentation or a timely response.

  Business Response

  Date: 04/23/2025

  Hello, 

  We've attached every document we have available showing the charges are valid.
  
  - Additional cleaning was required, invoice attached. The team didn't charge back the full cleaning as you can see from the invoice.
  - Service fee and move-out fee are in relation to the resident's utility charges and are billed by conservice (attached).
  

  Thank you!

  Customer Answer

  Date: 05/03/2025

  I would like to continue disputing the charges in this case. After reviewing their response, I believe the charges are not justified and I should receive a refund of $30.
  1. In the move-out photos marked as needing cleaning, there are no visible signs of dirt or damageeverything appears to be normal wear and tear. Only one photo shows some dust on a fan, which I do not believe warrants a $160 cleaning charge. According to the City of Seattles official website (*******************************************************************************************), "You cannot be charged for cleaning at move out."
  2. They have also not provided any explanation for the $75 P1 trash removal fee. As shown in the billing statements, I have consistently paid monthly trash fees. It does not make sense to be charged an additional trash fee specifically for the P1 parking lot.
  Thank you for your time and attention to this matter.
  

  
  

  Business Response

  Date: 05/16/2025

  As outlined in the resident's signed lease agreement, the owner has the right to hire a professional cleaning service, and the resident may be held responsible for the cost. In this case, the resident was only charged a portion of the total cleaning expense, and the remaining balance was covered by the property. I've attached both the lease agreement and the invoice from Dynamic Cleaning for reference.
  
  It's also worth noting that the resident cited renter rights applicable to the City of *******. However, Bloom is located in ******** and is therefore not subject to all Seattle-specific rental regulations.
  
  Regarding the P1 trash removal fee, this charge was incurred because the resident left behind personal items on the P1 levela location not serviced by our regular trash collection. As a result, we were required to coordinate a separate junk removal service.
  
  Please let me know if you have any questions or if there is anything else I can help with.

  Sincerely,

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23200162
  
  I am rejecting this response because:
  1. Cleaning Charges ($160)
  According to Washington State law RCW 59.18.280, "(c) No portion of any deposit may be withheld:
  (i) For wear resulting from ordinary use of the premises;"
  
  Tenants cannot be charged for cleaning related to normal wear and tear.
  The move-out photos show no excessive dirt or damage-only normal wear and tear. The only arguably unclean area is some dust on a fan, which does not reasonably justify a $160 charge.
  
  2. P1 Trash Removal Fee ($75)
  I don't recall leaving anything other than trash collection area. There was no prior communication from management regarding any personal items being left behind in the P1 parking level. If this was an issue, I should have been notified and given an opportunity to retrieve or remove the items myself before being charged.
  Furthermore, a $75 charge for junk removal seems excessive, especially considering Ive been paying regular monthly trash fees, which should cover basic removal services.
  
  3. $5 charge for a "final service fee" and "$10 charge for a "final move-out fee" 
  These charges are not outlined anywhere in the lease agreement, and I have already paid the regular service fees throughout my tenancy. These additional fees appear to be arbitrary and were not disclosed in advance.
  With these included, the total move-out charges come to $520, of which $250 appear to be unreasonable. If these charges were removed, the actual amount owed would be $270.
  Since my full deposit of $300 is currently being held, I believe I am entitled to a $30 refund. However, in the interest of resolving this matter quickly and avoiding further back-and-forth, I am willing to forgo the $30 refund.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/05/2025

  Hi there,

  The team would like to expedite the resolution to this request and therefore will be refunding the $250. The team will work internally with the accounting team to expedite this request. An updated ledger will be provided to Central Billing to end any collection of fees.

  Thank you.

  Customer Answer

  Date: 06/06/2025

   
  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:04/13/2025

  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.

  I moved into Stellar Apartments, managed by Thrive LLC, on March 16, 2025. Since the day I arrived, there has been a persistent chemistry odor from paint in my unit which the leasing office was already aware of before I moved in. Despite the passage of time, the smell has remained strong over the past several weeks and has begun to cause me increasing physical discomfort.I have communicated this issue to the leasing office multiple times, but unfortunately, no effective solution has been *********** is also important to note that after I had already signed the lease, the leasing office asked me to postpone my move-in date because the previous tenant refused to vacate the unit on time and extended their stay. Ultimately, I moved in on the original date, but I believe this situation significantly contributed to the odor problem. It seems the apartment was not given sufficient time to be properly prepared for a new tenant, especially considering the need for a full repaint.Given these circumstances, I am requesting to terminate my lease early without penalty. The living conditions have proven to be unsuitable and are negatively impacting my health and well-being.

  Business Response

  Date: 04/23/2025

  Hello,
  
  The team had three staff members inspect the apartment multiple times and found no odor. The resident gave conflicting statements initially claiming there was a chemical odor from cleaning, then later saying it was a stale smell, and finally noting she only noticed it when opening the door slightly and placing her nose at the entry. We followed her instructions on how to check for the odor and inspected the entire apartment.
  
  After discussing the situation, we mutually agreed that she will move out at the end of the month without penalty.

• Initial Complaint

  Date:03/10/2025

  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 am submitting a formal complaint against Thrive Communities and Assistant Manager ****** ******* for unethical practices and improper handling of move-out charges at *************** Apartments in *****************, ***Upon vacating the apartment, I received an automated email stating charges were due now without a detailed breakdown of alleged damages or an explanation of how my security deposit was applied. This tactic appears intended to pressure tenants into paying without adequate information, potentially violating Washington State landlord-tenant laws (RCW 59.18.280), which require an itemized statement within 30 days of move-out.When I requested clarification and provided timestamped photos showing the units condition, including pre-existing bathtub stains and undamaged walls, Ms. ******* initially requested the photos for review but later dismissed them, citing an arbitrary policy that only photos from 24 hours after move-in would be accepted. Her change in stance and refusal to communicate demonstrate a lack of transparency and fairness.This is not an isolated incident. Reviews on ****** Maps and ************************** reveal a pattern of similar issues with previous tenants, some of whom have resorted to legal action. This suggests broader concerns with Thrive Communities' management practices.I am seeking the following resolution:Removal of unjustified charges for wall repainting and bathtub resurfacing.A clear, itemized statement that meets legal requirements.Assurance that Thrive Communities will ensure compliance with Washington State laws and ethical standards.I believe the BBBs involvement is essential to address these issues and help prevent future tenant exploitation. Thank you for your attention and assistance in achieving a fair resolution.

  Business Response

  Date: 03/17/2025

  Hello *****,

  Thank you for reaching out and giving us the opportunity to address your concerns. We appreciate the chance to clarify the details regarding your move-out statement.
  Central Billing manages all move-out balances for former residents. While we informed them that adjustments were still being made to your final account statement, it appears they may have reached out before the process was complete. We understand this may have caused some confusion.
  

  Our goal is to maintain apartments in good condition for incoming residents. The charges on your statement reflect the work required to restore the apartment. A detailed move-out statement, including copies of invoices, was provided within 30 days of your move-out date. Some of the charges in question relate to utility usage during your residency.

  To ensure consistency, we reference the move-in condition form when assessing potential charges. The items billed were not noted on this form. Residents are encouraged to report additional concerns within a reasonable timeframe after moving in, but we did not receive any additional reports in this case until after move-out.
  One of the charges included resurfacing the tub due to damage to the tub surround, which appeared to result from an item being mounted. This repair was necessary to prepare the apartment for the next resident.

  We appreciate your feedback and are happy to discuss any further questions you may have. Please feel free to reach out if you would like to go over anything in more detail.
  Thank you.

• Initial Complaint

  Date:03/06/2025

  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 moved out of *************************** in ******* at the end of March 2024. I received a full bill through my email which had dog rent charges on it. I have *** paperwork that they received way back when we first moved in. Also they charged me a $500 damage fee and I know that nothing was damaged and we cleaned the apartment before we left. I kept getting emails with a bill I called the Thrive management office and spoke with the lady in charge of billing to tell her this amount was incorrect she said she was contacting the Orenda leasing office with no resolution. This went on for a good 6 months I called the corporate office every time a received a monthly statement still no resolution. I stopped getting statements and was told every time I called that they were not going to sent this to collections. I specifically asked if they would and the response was no they would contact me when they fixed the extra charges. There were no pictures to show any damage I asked for them too never received. Now I am in collections due to there negligence and is damaging me credit score!!!

  Business Response

  Date: 03/13/2025

  Thank you for sharing your concerns. We have reviewed your account and were unable to find any documentation indicating that an *** (Emotional Support Animal) was registered with us.
  
  Our records include your signed Leasing Application, which listed a pet, as well as your Welcome Letter,which detailed the associated pet costs. Additionally, your executed Lease Agreement includes pet charges, and ledger reflects consistent payments for the pet deposit and monthly pet rentexcept for the final month, which remains unpaid.
  
  Regarding the dispute noted in our collection agency records, there was an inquiry from ******* ******;however, he did not provide the requested *** documentation. The only other dispute on file pertained to an insurance liability charge, which was resolved.
  
  Based on our records, the animal was categorized as a pet rather than an **** and the related charges were applied accordingly under the lease terms. If there is any additional documentation you believe should be reviewed, we would be happy to revisit the matter.
  
  Please feel free to reach out to our office if you have any further questions.

  Sincerely,

  Orenda at **************

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23028584
  
  I am rejecting this response because: Here is documentation to prove I had *** and still do. Also, the $500 damage charge was not addressed. I have been asking for photos and I was told I would get them as soon as the ********************** sent them to the billing department. Never happened!!!
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/21/2025

  ******** lease dates were 3/25/23-3/24/24. During that time, ****** paid a pet deposit at move in along with pet rent each month until move out. The attached Resident Ledger and Welcome Letter validates this. Additionally, the attached Renewal Letter breaks down the proposed charges for the new term in which ****** signed and accepted. During this time, we were not notified or provided proper paperwork to be able to substantiate these claims. Lastly, the *** letter provided in this claim shows a distribution date of 2/13/24 which is a month shy of ******** move out date. This validates that we never received this documentation and ****** is liable for those charges throughout her tenancy.

• Initial Complaint

  Date:01/28/2025

  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.

  We have been living in *****. My tub in the bathroom is full of black water. The toilet is leaking. It smells of raw sewage. Ihave moved in August 1 have been there till now. We have now been put into a ************** while they fix the plumbing problem. We were that we would get vouchers and instead they said they would comp the rent for the food. We do not want that we want the voucherswe want the vouchers we want the vouchers we were told we were gonna get **** cards and never got them

  Business Response

  Date: 01/29/2025

  Hi ******, We were unable to find your name in our records. Could you please provide more details about what occurred and which property this was in reference to? Additionally, there were no application forms or lease agreements associated with this name in the system. We're happy to look into this further for you. 

• Initial Complaint

  Date:01/20/2025

  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.

  After I moved out of an apartment at ************************************************* on 10/13/2024, I received a letter stating that I owed $412.51 in damages and other charges in addition to surrendering the $300 security deposit paid at the time of move in. These charges included: $144.50 for Unit ******************* Labor, $195.00 for Final Clean - 1BR x 1 BA and $373.01 in Final Bill ********* for Conservice Utility.I accepted responsibility for the $373.01 in Final Bill ********* for Conservice Utility but disputed the other two charges on the grounds that the apartment did not provide a "full and specific statement" of the alleged damages as required under subsection (a) of RCW 59.18.280 of the RESIDENTIAL LANDLORD-TENANT ACT. At the time, I had contacted by email and asked for specific information about the items/condition of the apartment that required cleaning/repair (on 10/18/2024). The ******************* Manager replied that I spoke to my manager regarding this issue and we only have access to send the generated move out statement to former residents. Your move out statement has an itemized list of exactly what you were charged for/your deposit refund amount if applicable.Following my dispute letter, the apartment shared several documents, including the move in checklist, move out checklist, and photos of the apartment that they took to document damages. However, upon review, it was clear that they had staged aspects of the apartment to look dirty and in need of maintenance, or had charged for damage that was clearly listed on the move in checklist as being present at the time we occupied the unit.

  Business Response

  Date: 01/23/2025

  Hi ******, thank you for reaching out regarding your move-out charges and the concerns about your itemized statement. We sincerely apologize for any misunderstanding that may have occurred. After reviewing your account, we have removed the charges for the final clean and the unit paint, as it appears that the information regarding these charges was not provided to you within the required 30-day period after your move-out. We appreciate you bringing this to our attention, and we will revise your move-out statement to reflect the removal of these charges. Please allow a few business days for the updated statement to be processed and sent to you. If you have any further questions or need additional clarification, feel free to reach out to us. We truly value your communication and want to ensure this matter is resolved to your satisfaction. Thank you again, and we wish you all the best in your future endeavors.

  Customer Answer

  Date: 01/26/2025

   
  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,
  
  ****** ******

  Customer Answer

  Date: 02/13/2025

  The business responded to the complaint on 1/23/2025, indicating that they had agreed to revise the move-out statement to reflect the removal of the disputed charges. They asked for a few business days to process an updated statement. Furthermore, I received an email from the ******************* Manager on 1/23/2025 that stated that they had sent the move-out charges revision to their accountant for review and, once they heard back, they would update me with confirmation that the charges had been removed.  
  
  On 1/26/2025 I accepted the business response to resolve this complaint. 
  
  However, on 2/4/2025, I received notice from Columbia Debt Recovery, a debt collector, that they were trying to collect a debt owed that included the disputed amount. 
  
  I have not received any further communication with the business since their contact through the BBB and by email on 1/23/2025. 
  

  
  

  Business Response

  Date: 02/26/2025

  Hi ******, thank you for bringing this to our attention. Our accountant adjusted the charges on 1/23/25, and your updated ledger has been sent to our central billing department. We've also provided you with a copy for your records. We appreciate your patience as we worked through this matter. If you need any further assistance, please dont hesitate to reach out. Were here to support you and ensure your experience at *********** is a positive one.

• Initial Complaint

  Date:01/02/2025

  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.

  I leased apartment unit ********************************************* managed by thrive communities from 05/2023-08/2024. Post leaving the apartment, i was charged for a full paint job 550$ in addition to the cleaning charges of 180$.I emailed the management for asking the details about paint charges and why it was applied but they never replied back in last 5 months even after consistently emailing them. I finally heard from them after 5 months that paint was done due to smell in the apartment. I am not a smoker nor i do any barbecue in the apartment and rental lease also mentions that any normal wear or tear during the lease won't be charged. If it was a smell issue then same should have been informed before applying the charge or should have replied to my first email itself. They came up with an excuse after i kept following up for 5 months for a reply.I have never heard of a paint charge due to smell. I lived in the Blackbird apartment before this for 3 years which is also managed by Thrive but never got this ********* they have to give a painted unit to new renter, they are passing that charge to me illegally by providing false excuse which is not covered by the rental agreement itself.I need my 550$ back.

  Business Response

  Date: 01/07/2025

  Hello,

  The resident left **** upset about having to pay a lease buy-out fee, and he made multiple attempts to negotiate this fee. After moving out, he emailed the team requesting a refund or partial refund of the buy-out fee, as the home was occupied again within a week.

  When Pawan contacted **** after receiving the move-out statement, the team forwarded him to ***************. This is where the confusion started. The team initially thought that Central Billing handled all disputes over charges, but they clarified that they only address disputes when a balance is owed, which was not the case for Pawan, as he had already received a refund. This miscommunication led to delays in addressing the issue.

  Regarding the charges, the team completed the ***** which included a $180 cleaning fee (**** was billed $250 for extra cleaning) and a $550 painting fee due to the heavy smell of ***** (**** was billed $660.60 for primer and extra coats of paint). These charges were necessary to restore the property to a rentable condition, and we ensured they were fair.

  Pawan recently emailed **** again, requesting a refund of the $550 painting fee, arguing that it falls under wear and tear. However, this was not a case of wear and tear, as the property required extra labor to return it to its original condition. According to the lease agreement, the property must be returned in the same condition as when it was first rented, except for normal wear and tear. This was not the case here.

  Attached are the full conversations, ledger, the cleaning invoice, and two painting invoices. As we know, we need to provide invoices for charges, and the team had the vendor revise the painting invoice to include more detailed information. Thank you!

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22759027
  
  I am rejecting this response because:

  There are false claims made here. I did not leave upset as claimed. I had paid the 2 months rent as asked upon leaving even though it was not a general practice in the nearby apartments. Also, community manager charged me extra for final month rent to have extra money in hand which upon asking for clarification, she mentioned that it was an accounting mistake but it was just a pretext of having more money in hand to deduct later. She did not remove the extra rent and said that it will be refunded later which was not the case.

  Regarding the ***** smell, every home will be cooking and should be included in normal wear and tear and just just because i am an Indian, it does not mean everyone eats *****. I am more of a salad person and hardly cooked at home but still i am unsure the claims about strong odor. I also lived in Blackbird apartments which is managed by same management company for 3 years straight in the same unit but upon leaving never got ***** odor smell charges.

  Regarding the 2 invoices sent, invoices were totally different. When i enquired about smell issue, community manager sent another invoice which had extra notes added by her later and was not present in the earlier invoice sent. I had raised that point by community manager is just declining it and not providing any resolution. 

  Lease clearly mentions that property must be in same state except normal wear and tear. I am being charged for painting of the unit as to give unit to new renter it had to be painted anyways and that bill is being passed to me. I have never heard this kind of charge in my renting history.

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