Complaints

This profile includes complaints for Two Coast Living's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Two Coast Living

  11766 Wilshire Blvd Ste 1500 Los Angeles, CA 90025-6552

  
• 

  Westcliff Apartments

  9820 Westcliff Pkwy Westminster, CO 80021-4003

  
• 

  The Vue Apartments

  1717 SW Park Ave Portland, OR 97201-3267

  
• 

  Trillium Heights Apartments

  12240 Daphne Ln NW Silverdale, WA 98383-8654

  
• 

  Summerbrooke

  1225 Lawrence Rd Kemah, TX 77565-2711

  

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:06/12/2025

  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.

  *********************************************************** The Property manager ****** ****** sent me a 30 day questionaire as to how I was liking my new apartment. I replied...No I have not enjoyed my apartment. The appliances have not been operational since I moved in. I hope I see a credit when I decide to pay my rent! I have been here since May 31st! I am exhausted. After 7 days in...The refrigerator woke me up at 3am this morning along with the smoke detector. The oven still does not get hot for 5 minutes and it takes 15 minutes to boil water. Am I paying for electricity? then you can only use 1 burner??? The wash machine only spins on the "WHITE CLOTHES" cycle and I have to run the water in the kitchen before it gets to warm and maybe hot. The dishwasher is broke down. The bathroom sink is clogged when you turn the water off, the sink GURGLES??And that RED switch picture...That is how you turn on the heating and cooling! Imagaine why I froze the first night. The house is shaking from that water heater and condensor in the closet. Underneath the cabinets was so dirty and this house smelled of wet dog. It took 2 cans of air spray and burning incense still!!! it smells I would like my money back so I can move, right away ********* NO...I haven't enjoyed anything in the 12 days I have moved. she relied back...*********,Your apartment has been inspected and approved by the housing department. Everything is functioning properly. If there had been any issues, your move-in would not have been possible. If you are considering moving out, please let me know now, as we will not be providing any credit to you for the upcoming month. We have completed all 20 requests you made since your move-in on June 1st.Thank you,****** ****** Then when I sent to her the pictures I sent to you below she blocked me. Then call Housing as if I had done something wrong?

  Business Response

  Date: 06/13/2025

  Thank you for sharing your experience and sending the relevant documentation. We sincerely regret that your arrival at the Jefferson Place unit was not satisfactory. We know how important it is to have a safe and functional home from day one.
  
  We have received your comments and images, and we will contact the local management team to verify the complete history of maintenance orders, as well as the reported condition of the unit since your move-in date.
  In order to correctly locate your file and prioritize this review, we ask that you please confirm the maintenance order numbers.
  Once we have this information, we will be able to determine if there are any pending interventions and what steps can be taken to address your case fairly. In the meantime, we will also review internally any incidents related to communication or blocking, as our goal is always to maintain respect and transparency in all interactions with our residents.
  
  We appreciate your patience and look forward to your response to continue with the corresponding evaluation.

• Initial Complaint

  Date:06/12/2025

  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.

  On 5//29/25 I signed a lease and within 24 hours of receiving the keys I notified management of bugs found in the unit. I was assured that pest control was already done to the unit. I moved in officially with my belongings on 6/5/25. I had already done a few maintenance request in the big issue and received some tape to put around the house for bugs. On 6/7/25 I noticed a bug on the ceiling and caught it. I downloaded an app called bug identifier and paid ***** to install and subscribe to the app. The application identified the bug as a bedbug. At that moment, I immediately contacted the office and made another request. I added images and put urgency in the matter, requesting that the bedbugs be removed from my unit. on Tuesday, June 10, my maintenance request was closed and I was told that on Friday pest control will be in my unit. On June 11, I went to the office and spoke with someone there bringing the evidence. Two maintenance workers came into my unit and verified there are bedbugs. The maintenance workers checked my mattress and saw that it was brand new and said there were no bugs on the mattress. I do not have a mattress spring, where bedbugs can live And my furniture is new as I recently separated and had to purchase new furniture. The slow action of management regarding the bed bug issue is negligible.

  Business Response

  Date: 06/16/2025

  We acknowledge that the resident reported pest activity shortly after moving in, and we understand the concern this caused. The matter has since been amicably addressed directly with the resident. The reported concerns were received through multiple channels, and pest control vendors were promptly engaged to assess and treat the unit.
  We remain committed to ensuring the home is maintained to appropriate health and safety standards and will continue to monitor the situation to prevent recurrence.

• Initial Complaint

  Date:06/02/2025

  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.

  April 30th they promised to discount our rent and it was never applied. I emailed several of times to get that resolved but it was never fixed. April 11th I came to pick up our keys and our apartment wasnt even cleaned. Horrible job on the carpet. Paint was 2 different colors and we still didnt have a washer and dryer or microwave. After all of this I emailed the property manager and the office manager SO many times and they would respond a couple times but never followed through with our issues.

  Business Response

  Date: 06/05/2025

  Thank you for sharing your experience. We sincerely regret that your moving process was not satisfactory and that you did not receive the level of service you expected.
  
  Regarding the discount mentioned for April's rent, we do not offer automatic refunds or discounts. However, in certain specific cases and after a thorough evaluation of the problem presented, exceptional adjustments may be considered. To do so, it is important that detailed documentation be provided through official channels. Our team will review your account and documentation to clarify the situation and, if necessary, make the appropriate adjustment.
  
  We also regret the condition of the apartment at the time of delivery. We understand that you reported several issues regarding cleanliness, paintwork, and appliances. To ensure efficient service, all maintenance requests must be submitted through the resident portal. This channel allows the technical team to receive accurate details, authorize access to the unit, and resolve cases more quickly.
  
  We have taken note of your case and are escalating it to our regional team to ensure a thorough review.

  Customer Answer

  Date: 06/06/2025

   
  
  Complaint: 23407128
  
  
  
  I am rejecting this response because: 

  In the business’s response any of the issues I provided were not mentioned or discussed with any solutions besides an apology, which was given to us many times with nothing following the apology. The issues provided by us have been in the portal for months now. A couple times they cleared them out telling us they have been completed when they have not. We have been told several times that these issues would be fixed on certain days and then the property manager would extend it and tell us another day, resolving it to be a continuous cycle. It’s to the point where it’s unacceptable and we are in need of a real solution to the problems we have stated.
  
  
  
  Sincerely,
  
  
  
  Kyshaun Brownlee

  Business Response

  Date: 06/21/2025

  We’ve shared your concerns with the on-site management team so they are aware of the issues you outlined. For the most accurate updates and assistance with outstanding items—such as the washer, dryer, microwave, and minor repairs—we recommend following up directly with the property office, as they are best positioned to resolve these matters.

• Initial Complaint

  Date:05/31/2025

  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.

  5/31/2025 This has happened at multiple occasions the manager at Summerbrook Miss *** has very unprofessional mannerism when speaking to tenants its disgusting for you to even employ somebody job that thrives on customer service and has such poor customer service upon going to the pool. We werefaced with discrimination and we are residents here she seen us multiple times, but always gives us a hard time about being in a pool. I have multiple pictures of many things out of code and violations that I dont bring up because I dont want a friction. What was meant to be a really nice home has turned to my nightmare. Its so uncomfortable to come somewhere where every day Im targeted forsomething in my apartment as if theyre actively trying to get me evicted I pay my rent just like everybody else Im not understanding why were Subject to such behaviors permitted by Miss ***. Ive tried to talk to her multiple occasions to correct things and she has such a distasteful attitude ive tried reaching out to corporate multiple times to see if you have a resolution to her behavior. I never get a call back. We justwant to be treated like everybody else. Ive cited and posted violations. Ive seen around the apartment that Miss *** has not address but harasses me constantly. I dont understand where the bad putting started off because she was so sweet when initially applying from the apartmentbut since the day we moved in here, its been h***

  Business Response

  Date: 06/05/2025

  We appreciate the resident taking the time to express their concerns. At **********************, we are committed to maintaining a respectful, inclusive, and welcoming environment for all residents. We take any reports of unprofessional conduct, discrimination, or unfair treatment very seriously.
  
  Interaction with residents and conduct complaints
  We regret that the resident felt uncomfortable or treated unfairly. All team members, including our on-site management, are expected to maintain professionalism at all times. While we cannot address personal characterizations, we have taken note of the resident's concerns and will review the matter internally to ensure that appropriate standards are maintained. If the resident has experienced or witnessed specific incidents that they consider to be discriminatory in nature, we strongly encourage them to submit those details in writing to our corporate compliance team for a formal investigation.
  
  Access to the pool and enforcement of rules
  Access to community facilities, such as the pool, is subject to community rules and safety protocols. These are applied uniformly to all residents to ensure safe and fair use. If a resident is aware of their obligations and complies with the rules of the facilities, they have every right to enjoy those spaces without undue interference. If there has been any misunderstanding at the pool, we will be happy to clarify or correct it.
  
  Reporting maintenance or safety issues
  The resident has sent photos identifying minor issues in the community. These can be quickly reported through the resident portal or by contacting our office, so that appropriate maintenance requests can be submitted and resolved efficiently. We encourage residents to use these channels for faster resolution.
  
  Communication with management and the company
  We sincerely apologize if the resident has felt ignored in their previous attempts to raise their concerns. To ensure proper follow-up, we invite the resident to send a written summary of the issues, including dates and supporting photos, to [corporate email or compliance contact]. We will ensure that this matter is reviewed by a senior member of our regional management team.
  
  We value all of our residents and want everyone to feel respected and at home in our community. We remain open to ongoing dialogue and problem-solving, and we are committed to making the necessary improvements.

• Initial Complaint

  Date:05/23/2025

  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.

  Ive continuously battling with disturbances at and behind the pool area where the barbecue is as well as inside the pool area. I have contacted in person, more times than I can count individuals in the office about my complaints and concerns and every time they seem to write down and take my information as well as inform me that they are aware of the situation and are working on it and yet nothing has changed and no corrective actions have been taken by The Grove. I have called Petaluma PD more times than I can count to try and disperse the individuals that are the issue and making the disturbance behind my unit. It has been made very clear to me from the operator and officers on scene that it is solely up to The Grove to press charges against these individuals that are on Grove property, which is private property in relations to the disturbances being made by them. The activities of these individuals is loud music, drinking and extreme intoxication, yelling, shouting, singing, breaking of glass, public indecency by urinating out in the open often facing my unit, smoking cigarettes and marijuana and littering.This recent Friday and Saturday 5/9-10/25 there were some of these individuals out at the barbecue area all night from 8 PM all the way till 8 AM doing most of the activities listed above. I called PD at about 4 AM on Saturday and again at 6 AM as you can imagine I did not get much sleep. I would like to hear in writing what The Grove is going to do about this situation because again this hasnt happened once or twice. This is an ongoing issue that The Grove has been made aware of on numerous occasions. My rights as a tenant are being violated by the ****** negligence on this matter. I have tried contacting these individuals in person to try and disperse them myself and was met with aggression from heavily intoxicated individuals and being outnumbered, I felt threatened. There r ***** other dates of incidents as well. Absolutely nothing has been done

  Business Response

  Date: 06/05/2025

  This matter has been registered and handled internally under ticket number #CS-948418 Below, we provide evidence of the response given to this request for your information and follow-up.

  Mason Gulick posted 5/22/25 8:57 PM 
  Hello my name is Mason I’m in apt 851.
  For the past year or so, I have been continuously battling with disturbances at and behind the pool area where the barbecue is as well as inside the pool area. I have contacted in person, more times than I can count individuals in the office about my complaints and concerns and every time they seem to write down and take my information as well as inform me that they are “aware of the situation” and “are working on it” and yet nothing has changed and no corrective actions have been taken by The Grove. I have called Petaluma PD more times than I can count to try and disperse the individuals that are the issue and making the disturbance behind my unit. It has been made very clear to me from the operator and officers on scene that it is solely up to The Grove to press charges against these individuals that are on Grove property, which is private property in relations to the disturbances being made by them. The activities of these individuals is loud music, drinking and extreme intoxication, yelling, shouting, singing, breaking of glass, public indecency by urinating out in the open often facing my unit, smoking cigarettes and marijuana and littering.
  This recent Friday and Saturday 5/9-10/25 there were some of these individuals out at the barbecue area all night from 8 PM all the way till 8 AM doing most of the activities listed above. I called PD at about 4 AM on Saturday and again at 6 AM as you can imagine I did not get much sleep. I would like to hear in writing what The Grove is going to do about this situation because again this hasn’t happened once or twice. This is an ongoing issue that The Grove has been made aware of on numerous occasions. My rights as a tenant are being violated by the groves negligence on this matter. I have tried contacting these individuals in person to try and disperse them myself and was met with aggression from heavily intoxicated individuals and being outnumbered, I felt threatened and did not want to pursue that anymore in fear of retaliation against my unit or my vehicle or physical harm. I had also let The Grove know about the situation as well, no action by the Grove was taken. Again, another disturbance 5/16/25, going past midnight till about 1:30am and another disturbance 5/21/25, going till past 2am and the dates and times of these disturbances goes on and on. I would like to hear from you what The Grove is going to do about this situation because I am to say the least fed up with this continuous issue. There is compensation needed from The Grove as you are liable for the property and it’s rules and my wife and I’s rights to prosper in our unit has been diminished severely and been compromised thanks to no action being taken by the Grove. The Grove needs to rectify this situation. I have attached a short video and a couple pictures below from the dates listed above.
  
   Created by Mason Gulick 5/22/25 8:57 PM
  
  Sofia Cantillo posted 5/27/25 5:42 PM 
  Thank you for sharing your experience. We completely understand your frustration regarding the ongoing disturbances in the common areas near your unit. We regret that this situation has affected your peace of mind and well-being.
  We have documented your previous reports and, in order to move forward with more effective measures, we recommend you communicate directly with the property manager to review in detail your case and the steps being taken. Safety and community compliance are a priority, and the manager will be able to let you know if any new actions have been implemented or if there are any relevant updates.
  If you have photographic evidence or official police reports, we would be grateful if you could share them, as this information may be useful in strengthening the internal investigation and facilitating possible actions by the management team.
  As a matter of company policy, we do not offer financial compensation for these situations, but we are committed to addressing the problem to prevent its recurrence and to ensure an appropriate residential environment for all residents.
  We remain attentive to support what is within our scope from Resident Relations.

  Customer Answer

  Date: 06/05/2025

   
  
  Complaint: 23368553
  
  
  
  I am rejecting this response because: I have sent in dozens of emails and been to the office more times then I can count along with numerous emails through the residence app I have and have never got a clear response on what is being done to resolve this and other problems. I finally got my first response 6/5/25 from a “new” manager who didn’t state and neither does this response tell me how these problems are being addressed and fixed. There hasn't been leadership a reliable or competent person here at the grove for my time here of close to 2 years that I have been able to deal with, showing extreme disregard and negligence for it’s tenants. There is compensation needed due to the degradation of quality of live having to go through and put up with all of this.
  
  
  
  Sincerely,
  
  
  
  Mason Gulick

  Business Response

  Date: 06/16/2025

  Our lease agreements, which are drafted using the National Apartment Association (NAA) standard form, clearly outline community rules and expectations. We enforce those rules by issuing lease violation notices when we have verifiable information. If violations continue, this can lead to lease enforcement action, including eviction. However, in order to take those steps, we must be able to identify the individuals involved so that we can serve the appropriate notices in accordance with state law.
  We understand that you are frustrated, and we do take resident concerns seriously. That said, any maintenance or behavioral concerns must be documented during the term of the lease so they can be addressed through proper channels. To date, we have no record of formal identification of the parties responsible for the activity described.
  As stated previously, we do not provide financial compensation. Our role is to manage the property and enforce the lease terms, which we will continue to do based on the information available to us. If you witness further violations or disruptive behavior, we encourage you to notify the on-site management team immediately with details that can support follow-up.
  Finally, lease terms are set for 12 months. If you have been dissatisfied with the experience for multiple lease cycles, we encourage you to speak with the on-site team about your options moving forward.

• Initial Complaint

  Date:05/22/2025

  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.

  Spoke to property leasing agent - **** on the phone on May 16th for a 2Bed/2Bath apartment for my daughter's college stay, there were no apartments and they asked to fill-in the application and submit $334.75 (Payment Amount $325.00 + Convenience Fee $9.75)She mentioned that the $325 will be returned if I pull the application or apartment is not available. We found another apartment and signed up the contract. When called today 5/22 to get the refund, Shenola (leasing manager) picked up the call and mentioned that they will deposit only $250 in a mail in 4-6 weeks. I am supposed to get $325 and she was so rude that there is an application fee of $75 and that will not be refunded. There is no other steps done by them other than collecting $334.75 and there were no credit checks performed as there were no apartments assigned and the application is in waiting list. I asked her to transfer to **** and she mentioned **** is on Maternity leave. Shenola was too rude and threatened me that she can write off the entire $334.75 and doesn't owe a single *****.This was a complete bad business practice and scam and looting the consumers without any service. These kind of associates should not be encouraged to perform these jobs. Complete unfit and threatening the consumers as they hold the money

  Business Response

  Date: 06/05/2025

  This matter has been registered and was handled internally under ticket number #CS-543419. Below is evidence of the response to this request. 

  ****** Pichaiyan posted 5/22/25 1:51 PM 
  Bad Business practice, In capable Leasing Agents
  Spoke to property leasing agent - **** on the phone on May 16th for a 2Bed/2Bath apartment for my daughter's college stay, there were no apartments and they asked to fill-in the application and submit $334.75 (Payment Amount $325.00 + Convenience Fee $9.75)
  She mentioned that the $325 will be returned if I pull the application or apartment is not available. We found another apartment and signed up the contract as the availability in the college are is limited and taken quick.
  When called today 5/22 to get the refund, ******* (leasing manager) picked up the call and mentioned that they will deposit only $250 in a mail in 4-6 weeks. I am supposed to get $325 and she was so rude that there is an application fee of $75 and that will not be refunded. There are no other steps done by them other than collecting $334.75 and there were no credit checks performed as there were no apartments assigned and the application is in waiting list.
  I asked her to transfer to **** and she mentioned **** is on Maternity leave. Shenola was too rude and threatened me that she can write off the entire $334.75 and doesn't owe a single *****.
  This was a complete bad business practice, scam and looting the consumers without any service. These kind of associates should not be encouraged to perform these jobs. Complete unfit and threatening the consumers as they hold our money already.
  
   Created by ****** Pichaiyan 5/22/25 1:51 PM
  
  Sofia Cantillo posted 5/27/25 7:20 PM 
  Thank you for sharing your experience with us. We are sorry to hear that your interaction with the leasing team was not satisfactory and understand your frustration regarding the application and refund process.
  We have forwarded your case to the appropriate property management for review. Per standard policy, the application fee is non-refundable, as it covers the administrative costs associated with processing, even if an apartment has not been assigned. However, any additional concerns about the amount refunded or the treatment received will be carefully reviewed by the management team.
  We appreciate you taking the time to communicate your experience. From Resident Relations, we will follow up on your case to ensure you receive a clear and timely response.
  We look forward to hearing from you if you would like to provide further details or evidence of the process.

• Initial Complaint

  Date:05/22/2025

  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.

  On May 2nd, 2024, we paid Citra Luxury Apartments/Two Coast Living a $600 security deposit, in which we prepared to move in. Upon receiving our keys, the apartment was dirty and unclean in several areas including the kitchen, the bathrooms and the floors throughout. This led us to hire professional cleaners, which we have receipts for. On page 22 of our lease, the property management states that they will respond in accordance with state law and the Lease Contract to repair or remedy the situation, as necessary. On August 8th, 2024, we reported two ceiling leaks which resulted in water damage in both bedrooms. Apartment maintenance arrived and instead of repairing the water damage, they only painted over the water stains. We have both video and photographic evidence of this, along with work order documentation and all email communication, but cannot upload everything due to a size limit for attachments. On February 25th, 2025, we received lease renewal options from Citra/Two Coast Living and on March 12th, we submitted our notice to vacate via the portal and a separate email to the property manager, while also asking for next steps in the move-out process. After not receiving a response, we reached out on April 10th and again on April 17th. It was on April 22nd, that there was a personal visit to the office where management claimed to have never received a notice to vacate. This was eventually honored, given our meticulous records of documentation. On May 12th, we received a Move-Out Statement, claiming that the apartment was in such a condition that required the property to not return our security deposit, instead charging us additional fees (full paint & cleaning fees) when we did not receive an apartment that had been painted nor cleaned when we moved in. We dispute these claims that the apartment required a full painting and that the apartment was even cleaned. We have video and photographic evidence accounting the condition of the apartment when we left.

  Business Response

  Date: 06/05/2025

  We take all resident concerns very seriously and strive to maintain high standards of communication, responsiveness, and property maintenance. Below is our response to the issues raised:
  
  Initial condition of the apartment (move-in: May 2024):
  Upon move-in, all apartments undergo a standard preparation and inspection process. We regret that the resident felt the unit did not meet their expectations. Although we were not informed of any formal complaints or requests for corrective cleaning at the time of move-in, we appreciate being sent the cleaning receipts for review. If the documentation reflects expenses related to conditions that exceed normal wear and tear, we are willing to evaluate a partial refund as a gesture of goodwill.
  
  Maintenance reports (roof leaks – August 2024):
  Our maintenance team responded to the roof leaks that were reported to you. It appears that there may have been a misalignment in expectations regarding the completion of the work. Painting over water stains is part of the repair process once the source of the leak has been fixed and drying has been confirmed. If the damage persisted or the repairs were incomplete, we encourage you to submit documented evidence so that our maintenance manager can review the case in its entirety.
  
  Eviction notice and communication (March-April 2025):
  We acknowledge the communication deadline and recognize that there was a delay in confirming the eviction notice. After verifying the documentation submitted by the resident, we complied with the original notice date and ensured that no penalties were applied.
  
  Moving charges and deposit retention (May 2025):
  The exit inspection is based on the condition of the apartment compared to the condition documented at move-in, including any repairs, painting, and cleaning necessary to return the unit to a marketable condition. Full painting and cleaning charges are not customary unless justified by visible wear, odors, or cleaning issues.
  We understand that the resident disagrees with these findings and claims to have visual evidence of the condition of the apartment at the time of move-out. We encourage you to submit this documentation directly to our management team, through the resident portal or to the central office for a formal reassessment of the charges.
  

  Next Steps:We are committed to fairness and transparency. If the resident wishes to provide:

  
  1.Cleaning receipts from May 2024
  2. Video/photo evidence from move-in and move-out
  3. Any emails or portal confirmations related to maintenance and notice submissions
  

   We will reopen the file and conduct a full review.

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23363105
  
  I am rejecting this response because:
  
  The business states "Upon move-in, all apartments undergo a standard preparation and inspection process". We have no documentation from them of any completed inspections or proof of cleaning for the unit. We would like to request documentation that proves the unit was cleaned and properly inspected before our move-in. The documentation should include the name of who cleaned and inspected the unit as well as a date. We've attached proof of payment and email communication with the company we hired to clean the apartment at move-in. After reviewing plenty of negative reviews that are easily viewable on Google about unclean apartments at move-in with Citra Luxury Apartments and keeping security deposits, this is a common issue with them and they are known to not have apartments in "marketable condition" upon move-in, and yet want to over-charge residents cleaning/paint fees upon move-out for normal wear and tear. The reviews are the main reason we hired a move-in cleaner because we knew there would be a chance the apartment would be dirty upon move-in based on other complaints. When you have many residents over the past year all making the same complaints, rest assured the residents are not the problem. The common denominator is Citra Luxury Apartments failed move-in inspection/cleaning process.
  
  We do have video evidence of the state of the apartment upon move-out which also shows proof of the continued water damage in the ceilings because the issue was never originally fixed, only painted over. We have also attached record of one of the work orders to address the 'Leak' issue was suspended and then cancelled so there is no proof that the issue was ever addressed. In our video done the day of our move-out, it shows the ceilings with more water stains to prove the issue was never fixed because they cancelled the work order that was supposed to address it.
  
  We also attached email communications with Citra Management regarding their poor response times via email and portal submissions. We would also like to request the date Citra Luxury Apartments submitted our balance of $129.90 to I.Q. Data International, Inc. We received our balance from Citra Luxury Apartments on 05/12/2025 via email. The documentation states the amount owed must be submitted within 30 days. The date on the debt collector documentation received is 05/30/2025. It also states in the event we are unable to make a timely payment, our account will be forwarded to a collection provider and our credit may be adversely affected. We would like for Citra to advise why our balance was forwarded to a debt collector before the 30 days advised to make the payment in a timely manner were up and if this is standard protocol for them to indulge in such unethical practices or if this was an error on their part.
  
  Next Steps: We are committed to reaching a fair resolution for all involved.
  
  If Citra Luxury Apartments wishes to provide:
  1. Documentation of proof of inspection and cleaning of the unit signed/dated before our move-in date
  2. Date our remaining balance was submitted to I.Q. Data International, Inc. and why the amount owed was submitted to the debt collector before 30 days
  
  Sincerely,
  
  Donny Richmond
  

  Business Response

  Date: 06/16/2025

  We understand your frustration and appreciate the documentation you've referenced. Please note that any maintenance or habitability concerns—including the condition of the unit at move-in and any repair needs—should be reported during the term of your lease, which allows our on-site team the opportunity to address them in real time.
  Regarding your move-out charges, these are assessed based on the condition of the unit at the time of departure and in accordance with the lease agreement. Any disputes related to those charges, including cleaning or painting fees, should be addressed directly with the on-site management team, as they are responsible for conducting the final inspection and processing move-out statements.
  We recommend sharing any supporting documentation you have with the property team so they can review your file and respond accordingly.

• Initial Complaint

  Date:05/19/2025

  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 trying to contact this company about their system pulling the wrong information on my application, but they won't answer. At this point I would like both my application and my co- applicant fees refunded since they aren't correcting this error.

  Business Response

  Date: 06/05/2025

  Thank you for contacting us and sharing your concern. We sincerely apologize for any inconvenience you may have experienced while trying to complete your application.
  
  We understand your frustration regarding the incorrect information that the system has captured and your difficulty in receiving a timely response. We want to assure you that we are committed to reviewing your case carefully.
  
  In order to assist you effectively, we would appreciate it if you could send us the following:
  
  1. A copy or screenshot of the specific error you are seeing.
  2. The full name and address of the applicant and co-applicant (if applicable).
  3.The date you made the payment and any available proof of payment.
  
  Once we receive this information, we will evaluate your case as a priority. If it is confirmed that there was a system failure that affected the correct processing of your application, we will proceed with the corresponding refund in accordance with our policies.
  
  Our goal is to provide you with a fair and transparent experience. We apologize for any delay in communication and thank you for your patience while we work to resolve this issue.
  We look forward to your response so that we can continue with the process.
  

• Initial Complaint

  Date:05/13/2025

  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.

  My car was towed today without proper notice 05/12/2025. When I went to complain to the manager she claimed that I wasnt allowed to park inside the garage because I wasnt on the lease. I have been on the lease since the day I moved here. What she failed to tell me was that I parked in the wrong spot. I want to claim damages such as having to pay the fee and this causing me emotional distress due to the fact that I am 3 weeks postpartum. I informed her that I had just bought the car not too long ago and she said it was not her problem. As well as my financial status not being the best due to me not working because I was pregnant and just recently giving birth. I want to also sue due to the fact that even though she claims she didnt know it was my car as a property manager, she has a duty to exercise reasonable care in ensuring vehicles are properly parked and not towed without justification. I will be going to the tow place tomorrow to get my car out so therefor Im not aware about the amount of money I will be disputing. My newborn has her 2 week checkup tomorrow and its causing me emotional distress as well. I need the owners name and information as well as the manager at the address given. If I could be provided with that I would appreciate it. Thank you.

  Business Response

  Date: 06/05/2025

   We understand the frustration this situation has caused, especially during a sensitive and personal time.
  
  We would like to clarify the following:
  
  Lease Status: According to our records, the complainant is listed on the lease. However, garage parking is subject to vehicle registration and designated space usage. Unauthorized or improperly parked vehicles may be towed in accordance with the propertys clearly posted rules and regulations.
  
  Parking Violation: The vehicle in question was found parked in a space not assigned to the resident. At the time of towing, the vehicle had not been registered with the management office, which is required to avoid such incidents. These policies are in place to protect parking rights and order for all residents.
  
  Management Communication: We regret if the interaction with the property manager did not meet the residents expectations. We are committed to respectful and clear communication and are actively addressing this internally.
  
  Towing Procedure: The towing was conducted by an authorized third-party company in compliance with local ordinances and community policy. Residents are responsible for maintaining current vehicle registration with the office and adhering to designated parking assignments. We do not reimburse towing charges unless an error by management is confirmed.
  
  Claim Process: While we cannot approve a refund at this time, the resident may submit a formal claim for review to our corporate office, including documentation of any financial or medical impact they wish to disclose.
  
  Owner Contact: Ownership inquiries can be directed in writing to the property management company. For privacy and legal reasons, individual owner details are not disclosed directly.
  
  We genuinely empathize with the residents current life circumstances and will gladly assist with any steps necessary to help prevent similar issues in the future. We are open to working with the resident to ensure that their new vehicle is properly registered and parked going forward.

• Initial Complaint

  Date:05/12/2025

  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.

  Bottom line up front: the garbage disposal in my unit needs replaced. On April 28th I found my kitchen sink not draining properly even after turning on the garbage disposal. Within a few minutes liquid began coming up into the sink from the drain and then liquid started coming out of the bottom of the garbage disposal underneath the sink as well. I did what I could to mitigate and clean up the flooding. I then submitted a maintenance repair request via ***** Arbor website. I went to bed and when I woke up on the 29th I had liquid in my living room, kitchen, bathroom and bedroom. Liquid was not actively coming out of the sink. I cleaned up the best that I could and went to work. When I arrived home after work there was more liquid had flooded into my apartment. On April 30th I received a voicemail that stated they could not get into my unit because they did not have a key. This is frustrating as they had been in my unit before and another time I was told they lost the key to my unit and I provided my key and they made a copy. I was out of town on April 30th. I arrived back in town May 4th with more flooding in my unit. I paid to make a copy of the key and provided it to ******* on May 6th. I have not had anymore flooding since the evening of May 6th but my drain and garbage disposal are not operable. ***** Arbor falsely advertises on their website a 48 Hour Maintenance Commitment. It is now May 12th and I cannot use my kitchen sink as any liquid poured down the drain comes out of the garbage disposal underneath the sink.

  Business Response

  Date: 06/13/2025

  We sincerely regret the inconvenience you have experienced due to the problem with the garbage disposal and drainage in your unit. We understand how difficult this situation has been, and we apologize for any lack of timely follow-up.
  
  We will be contacting the property management immediately to confirm that your maintenance request was properly recorded and addressed. If there has been no response yet, we will proceed to give it priority due to the urgency and possible impact on your home.
  
  If you have the work order number or a copy of the request you submitted, please forward it to us to facilitate follow-up.
  
  We will keep you informed as soon as we receive confirmation from the local team.