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

  
• 

  The Grove

  1 Lakeville Cir Petaluma, CA 94954-5753

  
• 

  Terra Mar

  93 Dune Lakes Cir Santa Rosa Beach, FL 32459

  
• 

  Terra Mar

  93 Dune Lakes Cir Santa Rosa Beach, FL 32459

  
• 

  Saratoga Place Apartments on Palmer Ranch

  5010 Central Sarasota Pkwy Sarasota, FL 34238-6694

  

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

• Initial Complaint

  Date:05/06/2025

  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.

  In 2021, while I was apartment searching I submitted an application to ***************************. When applying, it was required to submit a holding deposit of $250. I was unable to select a unit to apply said holding deposit to, as there were no units available at the time. Eventually I found another apartment elsewhere and withdrew my application. However, they refused to return my holding deposit. Since no unit was ever held for me or even able to be held for me, charging the holding deposit in the first place was not legal to my understanding. So I contacted the property manager at the time and explained the situation, who eventually assured me that she reached out to corporate and that I would get a refund. But here we are in 2025 and I still have received nothing. Ive tried reaching out on several occasions and it has never gone anywhere. The complexs staff is constantly changing to my understanding, which definitely doesnt help. The old property manager I spoke to was already gone by the second time I reached out. I still have the email communication between us though stating everything Ive said above. And I cannot find any way to reach out to the corporate office directly, and was frankly, unaware of this avenue of reaching out.

  Business Response

  Date: 06/06/2025

  Thank you for sharing the background information and documentation related to your case with us.
  
  We have received the email with the conversation you had at the time with the previous administrator, and we understand the situation you are presenting to us. Although our procedure states that cancellation requests must be submitted within 24 hours of payment to be considered for a refund, we understand that in this particular case you were assured a refund that did not materialize.
  
  We will proceed with an internal review and investigation to verify whether there are records supporting this claim, considering the time that has elapsed since 2021. We appreciate your patience while we carry out this process.
  
  We will contact you as soon as we have an update on the status of your case.

• Initial Complaint

  Date:04/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Tenant currently residing at *************** and have been dealing with a faulty refrigerator that contains an obscene smell. This issue I reported on the paperwork provided to me when I first moved in. I have been sending emails to the front office staff reporting this issue for two months now, more than enough time for repairs, and now wish to withdraw from the lease agreement. The smell affects the food that I put in it which affects my health. Due to how long it has taken to get repairs and the affect on my health I should be allowed to have the lease withdrawn without penalties. Additionally the sanitary condition of the hallways are a health hazard, which have been like this since I moved in on February 18th of this year.

  Business Response

  Date: 06/10/2025

  Thank you for sharing your comments and sending the relevant documentation, including emails and photos.
  
  We sincerely regret the inconvenience you have experienced during your stay at ***************. We understand your concern about the impact this issue may have on your health and well-being, and we recognize that the time elapsed without resolution is significant.
  
  With the evidence received, we will proceed to review your case with the property manager and maintenance team to determine the reasons for the delay in attention and formally evaluate your request for early termination without penalty.
  
  We have also taken note of your observations regarding the sanitary conditions in the hallways, and these have been reported to the appropriate team for inspection and immediate attention.
  
  We remind you that the regular channel for reporting any repair or maintenance requests is through the resident portal. This system ensures that orders are correctly recorded, assigned to the appropriate team, and that each case can be properly tracked.
  
  We are committed to providing you with a clear response as soon as possible and appreciate your patience while we complete our review.
  

• Initial Complaint

  Date:04/22/2025

  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.

  I moved into this apartment complex unit 119 on March 07, 2025. I was told I would have a washer and dryer with the place, however, upon move in, I did not receive one nor have one already installed. I have brought this issue up multiple times in person, through their resident portal, emails, and phone calls. During this time, I have only been told empty promises and now currently I have stopped receiving a response back from them. I have been paying my rent on time and this issue is still on-going for 2 months now with no resolution in sight nor any response back from the office.

  Business Response

  Date: 06/05/2025

  We have received your reports and fully understand your frustration at the lack of resolution and the absence of a timely response from the office team. We sincerely apologize for any inconvenience this may have caused you.
  
  Our team is willing to work closely with the maintenance and office staff to identify the cause of the delay and try to expedite the resolution of the problem. To move forward more accurately, we would appreciate it if you could provide us with the specific numbers of the work orders you submitted through the resident portal.
  
  Regarding your request for compensation for the two months of rent, please note that we do not offer automatic refunds or general compensation. However, in specific cases such as yours, we are willing to conduct a formal evaluation. To do so, we ask that you resend all relevant documentation, such as emails or screenshots from the resident portal, so that our regional team can thoroughly review the case.

• Initial Complaint

  Date:04/21/2025

  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.

  7/31/2024 Security Deposit Dispute with Residence at *******, ***********

  Business Response

  Date: 06/21/2025

  We are asking the collections company to close the account.

  Please reach out to them directly if you would like to follow up. Their number is ************

   

  Thank you

  Customer Answer

  Date: 06/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, my understanding is that this matter is closed and I am no longer responsible to pay the $500 and this amount will be removed from my credit report and I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/16/2025

  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.

  Very Bad mold issue! We sent you pictures of it on August 8th 2024. The maintenance said they cleaned it and left a dehumidifier in here for about two weeks. Someone was supposed to replace the wall but haven t. The gutter that was leaking on our window still has the duck tape on it and hasn't not been replaced either. This mold is making us sick. April 7th, 2025, a contract crew came and tore a part of the wall out, patched it up and left my 1:30 pm. April 8th they return at 1, patched that part of the wall up and left by 3pm. I kept telling the main office that they were not removing the mold or replacing the wall correctly but they say there is nothing they can do and never came to check the work. I complain to maintained man and on April 9, the two construction workers returned to replace the whole wall and left without cleaning up. Next day someone randomly showed up around noon and started sanding random parts of the wall with entire family including children and using bathroom, leaving it a mess. The left around 4, we and our animals began breathing in the dust as it was all over everything. Friday they stayed in room all day and left at 6pm ******* to finish wall. They left without cleaning. It stayed like that all weekend, I put a maintenance request in Sunday to clean the room so we can move back in as we have been sleeping on the floor on a mattress for the past week and a half. It is Wednesday at 2pm and no one has contact me or come to clean. They keep saying they will contact the company and tell the manager but nothing is happening. It feels like they are treating us bad because we asked to break our lease a month early because we have been getting sick from the mold and the rent is too expensive for disable veteran so we had to move to cheaper apartment complex.

  Business Response

  Date: 06/06/2025

  Thank you for your message and for providing us with the details of the case.
  
  We know that the repair process took some time, but according to our records, the work has already been completed. In order to investigate the lack of attention to your cleaning request, we ask that you send us photographic evidence of the condition of the room, as well as the order numbers or maintenance tickets you submitted after the work was done.
  
  Regarding your comment about the treatment you received, we want to clarify that requesting early termination of the contract does not affect the service you receive in any way. You are free to make that decision, and we do not allow or tolerate any type of discriminatory treatment for that reason.
  
  We apologize for the inconvenience caused during the process and look forward to your cooperation in providing the requested information so that we can follow up accordingly.

• Initial Complaint

  Date:04/14/2025

  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.

  this is the worst apartment EVER!!! Do not move here The rental office people are very rude and they never answer the phone. You have to call more than 10 times to get an answer and you probably wont get one thing. The property manager attitude is disgusting!! And all of her peers that work around her act just like her!!! He has only been a whole week and everything is already falling apart!! Walking into the apartment the first day they did not clean it. The refrigerator bar has scotch tape on it to hold it together. There were nails and everything left in the corner!! My one-year-old has got to them multiple times within this week and wants to put them in his mouth thank God Im watching him 24/7 We open the door. The whole door frame fell apart. Emergency maintenance was called. They came the next day at 10:30 in the morning and never came back. We had to call to complain. They told us they didnt know where maintenance was, but they will give him a call. They never gave us a call But sent a contractor around 3:30!! The day after the door situation got fixed I go inside of my sons closet and the whole closet is destroy With the p*** in the closet and a possum sitting on a tote thats in his closet with the babies! Emergency maintenance was called. This was around 7:45 PM. They never gave anyone a call back they informed My childrens father that he has to call animal control!!!

  Business Response

  Date: 06/06/2025

  We appreciate [name of claimant] sharing their recent experience. We sincerely regret that their arrival at the apartment did not meet their expectations, and we want to assure them that we take every concern seriously, especially when it involves the safety and well-being of our residents.
  
  Since the initial problems were reported, our team has taken steps to respond, including:
  
  Sending maintenance after the damage to the door was reported (followed by a visit from a contractor to complete the repair).
  
  Thank you for contacting us and sharing your recent experience. We sincerely regret that your arrival at the apartment did not meet your expectations, and we want to assure you that we take every concern seriously, especially when it involves the safety and well-being of our residents.
  
  Since the initial problems were reported, our team has taken steps to respond, including:
  
  Sending maintenance after the damage to the door was reported (followed by a visit from a contractor to complete the repair).
  
  Coordinating to assess the situation reported in the closet and advising the resident to contact animal control, in accordance with the protocol for handling wildlife on residential properties.
  
  Follow-up log by office staff to verify the status of complaints.
  
  We apologize if any member of our team was perceived as being discourteous. Our policy is to treat all residents with respect, empathy, and professionalism. We take these concerns seriously and are committed to reinforcing staff training in customer service, especially in the areas of communication and effective resolution.
  
  Regarding the cleanliness and condition of the apartment at the time of move-in, we will review the history of previous inspections and take action as appropriate. We apologize for any inconvenience and recognize the importance of delivering livable and safe units, especially for families with young children.
  
  We are also reviewing telephone service and emergency response protocols to reinforce the efficiency of resident service.
  
  
  

• Initial Complaint

  Date:04/09/2025

  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 a case worker with community teamwork. I helped families apply for an apartment a cab crossing in which both of them put $300 deposits.. They were both denied in January. I have continuously spoken with the manager and they have yet to receive their deposits back and it is the middle of April.

  Business Response

  Date: 06/06/2025

  Thank you for contacting us and for the work you do in support of families in our community. We appreciate your commitment and understand the importance of clear and timely management in these cases.
  
  As indicated in our application, application fees are non-refundable. However, we recognize that there may be exceptions when an application is denied for reasons directly related to credit history.
  
  In order to properly assess whether the $300 deposits mentioned are eligible for a refund, we need formal documentation confirming that the applications were indeed denied due to credit factors. This information is key to applying any exceptions covered by our policy.
  
  We would greatly appreciate it if you could send us this documentation as soon as possible. Once received, we will proceed with the corresponding review to determine whether a refund is justified.
  
  We are committed to providing a fair response within a reasonable time frame, and we remain at your disposal to assist you with anything you may need during this process.

• Initial Complaint

  Date:04/07/2025

  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.

  Since moving in 09/2024 I have had random charges to my monthly rent. This does not include the fluctuation of my water bill included in the rent. there has been random charges of property charge $100 or environmental, etc. no month has been close to the same since moving in. On 04/01/2025 I logged in to check my rent which I have auto pay on and it said $0 assuming it has not updated yet or the payment already processed due to the fact I typically pay the 28th of the month before when I get My VA Disability payment. I get a notice on 04/05/2025 Friday evening that I am late and there is a $75 return fee for not paying rent. I check my bank statements nothing attempted to come out and I had over $4000.00 in the account it was coming from since 03/28/2025. I then call the office 04/07/2025 Monday to discuss the charges I am then told to never pay before the first which for this month I did not since I just set up autopayment last month. I am being charged $75 for a return fee of nothing ever being charged to my account and then a $200 Late fee for not paying my rent on the 1st due to their systems error. I am then also told by an office employee that the person who manages this is not in office they do not know when she will be in and I have to come talk to her so just continue to call and check whenever she will be in. Mind you if I continue to wait and not pay rent those charges will continue to just go up for a system error on their part they are unwilling to fix. On top of the payment charges I have had issues with cockroaches amongst MANY other tenants (a quick search of reviews and you will see this is a widespread problem at the apartments) I also have water damages internally in the walls and floor boards of my childrens room I submited a ticket for and someone just completed it because they somehow do not have a master key to my apartment.

  Business Response

  Date: 06/09/2025

  We have received the resident's comments and are currently reviewing the payment history, applied charges, and maintenance records associated with the unit.
  
  We understand your frustration and regret any inconvenience this may have caused. Our team is committed to providing a clear and fair resolution, including verifying any potential errors in the automatic billing system and carefully evaluating the charges applied.
  
  To proceed with maintenance concerns, we kindly ask that a formal work order be submitted through the resident portal. This helps us properly manage your request, gather all necessary details, and authorize our maintenance team to enter the unit and complete the required repairs.
  
  Lastly, we encourage the resident to contact the property management office directly to be added to the fumigation waiting list.

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/2 My car was not in the parking lot. I reported to the police and the property manager. The property manager laughed in my face saying he towed it. Police confirmed car was towed. Property manager threatened to violate my lease with 10 day notice. Rent paid yesterday.

  Business Response

  Date: 06/05/2025

  Thank you for bringing this matter to our attention. We understand the seriousness of the situation and the distress caused by discovering that your vehicle has been towed.
  
  In accordance with property policy and signage, vehicles may be towed if they are found to be in violation of parking regulations. While we recognize that the incident has been upsetting, towing is handled by an outside vendor in accordance with the terms of the lease agreement and community rules.
  
  We regret that your interaction with the property manager was perceived as unprofessional. All staff are expected to treat residents with respect, and your comments will be shared with our management team for internal review and follow-up.
  
  Regarding the mention of a possible breach of the rental agreement, any formal notification is issued in writing and must cite specific reasons in accordance with state law and the rental agreement.
  
  If you believe your vehicle was towed in error or wish to provide documentation for review, please submit your request and supporting details through this medium or open a ticket on the resident portal. We are happy to review the matter.

• Initial Complaint

  Date:04/01/2025

  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 applied for an apartment on 3/15/25. On 3/17/25, I received an email requesting more information through a portal. I attempted to input the information, but the system would not allow me to. I emailed and also called the rental property for assistance. On that call, I was told the application was cancelled because I did not provide the additional information needed, hence, I was calling to get assistance (not a non-compliance issue). I was told, unfortunately, the apartment was no longer available and my deposit would be refunded in 5-7 days. In 5-7 days, when my money wasn't refunded, I called again to inquire and was told it takes ***** business days. I called on 4/1 to check the status of the refund, only to find out it was never processed. I asked for the application and convenience fee to be refunded as well because none of this was my fault, but I was told no. Now I am being told I have to wait 4-6 weeks to receive a paper check in the mail.

  Business Response

  Date: 06/10/2025

  Thank you for sharing your experience. We apologize for the inconvenience you have encountered during the application and reimbursement process.
  
  In order to review your case with the appropriate administrator and confirm what happened, please let us know which property you applied for. With this information, we will be able to contact the local team directly, verify the status of your application and refund, and follow up on the case.
  
  Once we have this information, we will be able to move forward with the investigation and provide you with a formal response.