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:03/28/2025

  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.

  On March 28, ************************************************************* exit of the apartment. I was informed by the staff to follow up with maintenance supervisor myself. Additionally, 0 follow up to tenant. The property manager ****** lack of communication and professionalism is discriminatory and retaliatory. On numerous occasions tenant request health, sanitary and basic needs are ignored within the development. Overall the building management and property is not ran safely for tenants. The elevators dont work on the consistent basis. The appliances and maintenance request are denied or reported to be completed and are not. The property management fails to follow up with tenant needs and abide to tenant laws of CT. Legally the management has an obligation to fairly serve the tenants within a living or dwelling of a property and its failing to meet those needs. Over three years of tenant abuse *** experienced from services being denied.

  Business Response

  Date: 06/05/2025

  Thank you for sharing your concerns. We deeply regret that your experience did not meet your expectations and that you feel you have not received adequate attention or follow-up from the management team.
  
  We take any allegations of unfair treatment, lack of response, or failure to fulfill our responsibilities as landlords very seriously. For that reason, and in order to conduct a thorough review of your case, we ask that you please provide us with more specific information:
  
  What maintenance requests or health and sanitation reports did you submit that you believe were ignored or closed without resolution?
  
  The corresponding work order numbers, if available.
  
  Additional details about situations in which you believe there has been tenant abuse or retaliation, so that we can investigate them in the appropriate context.
  
  We also take note of your comment regarding the elevators and appliances. These situations will be reviewed by our technical team once we receive more details. We ask that you send this information to [contact email] so that we can assign a formal follow-up from regional management.
  
  We reaffirm our commitment to complying with Connecticut state housing laws and to serving all residents fairly, safely, and professionally.

• Initial Complaint

  Date:03/28/2025

  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.

  This complex falsified my credit app to show 10k in monthy income? Then, refused my $378 refund, claiming it was past 24 hours from receipt of payment. However, during the that 24 hours, they lied about the paperwork requirements.Then, lastly, required us to attempt prove the amount they falsified?

  Business Response

  Date: 06/06/2025

  Thank you for bringing these concerns to our attention. We sincerely regret that your experience with our application process was unsatisfactory, and we take any issues related to financial information, refunds, and qualification procedures very seriously.
  
  Regarding the claim that information on the credit application was falsified, we would like to clarify that all the documentation we use comes directly from the material provided by the applicant at the time of application. We do not alter or enter financial data without supporting documentation from the file submitted. However, we are willing to review the entire file together with the applicant if they believe there was an error in the entry or interpretation of their information.
  
  Regarding the $378 refund, our procedure states that a cancellation request must be made within 24 hours of payment to be considered for a refund. According to our records, no formal request was received within that time frame. We understand, however, that there was confusion surrounding the required documents, and that may have influenced the perception of time and process. We will review internal communication records to verify the timeline.
  
  We reiterate our commitment to handling all processes with transparency and in accordance with the law. We invite you to contact the administration office directly to review the case thoroughly and find an appropriate resolution.

• Initial Complaint

  Date:03/27/2025

  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.

  At the beginning of the month (March 1, 2025), I noticed two duplicate charges on my bill for the month. One was a duplicate fee for renters insurance non compliance and the other was an extra utilities charged. I called the office at ********* and asked them why there were extra charges. The person that answered the phone said they would take the extra renter's insurance non compliance charge and look into the extra utilities charge then follow up with me. I never received a response. I also sent a follow up email and got no response. On the 3rd, they charged me a late fee because I was waiting to pay rent until I heard back. I went ahead and paid it because I didn't want any additional fees. I filed a complaint with the corporate office on the 5th and still have never heard back. I want the late fee, extra renter's insurance non compliance, and extra utilities charge either refunded or applied to this months rent. It's frustrating that they are not responding to any of my questions. This complex has a tendency to nickel and dime their residents and are not communicative. They raise rent every year as a practice even though new residents will still pay less than you.

  Business Response

  Date: 06/06/2025

  This matter has been registered and was handled internally under ticket number #CS-160798. Below is evidence of the response to this request. 

  Kylie DeGrote posted 3/5/25 10:07 AM 
  I pay my rent through Flex. I got an alert on March 1 that my bill is higher than normal. On March 1st, I emailed the concierge email address with a screen shot of the bill asking why there was a double charge for renter non compliance and utilities. I have not received a response to that email. On March 3rd, I called the office and spoke to someone about getting the charges removed. The man I spoke to said he would take off the renters non compliance and send me an email with a ledger for the utilities. He said once I receive that email, I should call back and we could go through it together. I never received the email. Today, I looked and the double charges have not been removed and there is now a late fee. Since the property has not communicated with me in a timely manner, I think the late charge should be removed and the double renters non compliance charge. The double utilities charge hasn't been explained either. I have paid utilities every month. Concierge has become increasingly unhelpful and unresponsive. 
  
   Screenshot_20250301-113346.Flex.png186.5 kb  Screenshot_20250305-114941.Flex.png179 kb  Screenshot_20250305-120613.Gmail.png397.4 kb  Screenshot_20250305-120659.Phone.png89.6 kb
   Created by Kylie DeGrote 3/5/25 10:07 AM
  
  Sofia Cantillo posted 4/16/25 4:55 PM 
  We apologize for the delayed response to your previous ticket.
  Thank you for contacting us and for your patience while we reviewed your case.
  According to our records, the above charges have been corrected and your account currently reflects a $10 credit. We sincerely apologize for any inconvenience this situation has caused you as we continue to adapt to the challenges of the new system. We appreciate your understanding as we work to resolve these adjustments more quickly.
  If you have additional questions please do not hesitate to contact us.

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For five months, I have been emailing the manager **** and Ive also spoke to the woman regional manager about getting a detailed utility bill asmy water bill has risen over $100 every month and since December 2024, which they are legally supposed to provide to me when A** Per the lease that both I signed and **** signed, theyre supposed to give me a detailed ledger no one is able to provide me that ***** manager has told me that she will send me a detailed letter she has not. She said that she has sent the utility manager in Californiaand email about this and that she would forward me his answer she has not been doing so **** has showed me on her computer my ledger that shows everything that Im paying for and for some reason every month Im getting charged a late fee though it doesnt show that onmy end its just all incorporated, which is them stealing from me. *** sent two complaints online to two Coast living. Nobody has gotten back to me that when I go into the office nobody helps me. **** just looks at me through the window her office Window And says nothing so now its becoming a legal problem because per the lease that is legally binding when asked for all detailed statements, utility everything they are legally supposed to give me that and they still havent done this so I am being charged for things I shouldnt be chargedfor and they are secretly doing this to all the Tenants. Ive emailed tenant relations at two Coast living and I still havent received any answer back. This has been 4 to 5 months running now with no help noanswers no ledger no details of what Im paying for every month just useless leasing people saying oh this is all I could do which is nothing

  Business Response

  Date: 04/25/2025

  Our Community Manager printed physical copies of all billing statements for the resident, which the resident personally picked up from the leasing office. While our standard practice is to distribute billing statements electronically via email, the resident specifically requested to opt out of digital communications. In response to that preference, we have accommodated her request by providing printed copies on an ongoing basis to ensure she remains informed of all charges in a timely manner.
  

• Initial Complaint

  Date:03/21/2025

  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 ********/Two Coast Living appeared on my credit report. I lived there on two separate occasions. My daughter moved out after college and we paid via a certified check an early cancelation fee. They still have my deposit as it was never returned. The phone number to the corporate office is useless as no one picks up. The ******** never sent be any correspondences, bills, statements, emails etc. after she moved out. I called and requested a break down of all rent paid that year to review and they said they would send to my email and never did. I was expecting my security deposit back but never got any breakdown. Now I see that they say I owe them money!! and sent it to my credit report but they never contacted me in writing, email or by phone. In the past they always reached me by phone and email whenever they needed to reach me for a maintenance issue or delivery to the front desk.Horrible that I can't call anyone to resolve this as we left the apartment spotless!

  Business Response

  Date: 06/12/2025

  Thank you for contacting us and sharing this very concerning situation. We sincerely apologize for any inconvenience this may have caused you, especially as it directly affects your credit history.
  
  In order to fully investigate and contact the appropriate administration, we ask that you please confirm the exact address of the unit you occupied at The ******** and the approximate dates of your stay. In addition, we need to confirm whether the lease was in your name or your daughter's name, as this will allow us to accurately locate the account in question and review both the payments made and the status of the security deposit.
  
  We will also take note of the lack of communication after your departure, including the absence of a breakdown of charges and the fact that you did not receive prior notification before the alleged debt was reported to your credit history. This is not the experience we wish to provide to any resident.
  
  As soon as we have the necessary information, we will escalate the case to the appropriate team for review. We will keep you informed of any developments. We look forward to receiving the requested information so that we can continue with the process.

• Initial Complaint

  Date:03/18/2025

  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.

  Upon applying to the apartment we were prompted to make a $300 deposit, which was accepted by their bank. It has been nearly two months since our rejection and the summit has claimed to have reimbursed us multiple times. There has been no check in the mail or virtual refund to the payment method.

  Business Response

  Date: 06/16/2025

  We were unable to locate a record of an applicant matching the name, phone number, or email address provided in the complaint. In order to properly investigate and respond to this matter, we kindly ask that accurate identifying information be submitted.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Both March 1 and February 1, my household was charged $147.57 and $113.91, respectively, for utilities. Nowhere on our lease does it say we are expected to pay these seemingly arbitrary charges for nebulously identified "utilities". After being overdrawn, I contacted the front office. I was told it was a garbage fee that is higher around this time of year because of the high volume of waste in December. While this makes absolutely no sense, I would have accepted it if she could show me where exactly in the lease it said this exact, spontaneous fee is to be paid. When she directed me to the section where it discussed utilities, the lease states that garbage is a flat rate. I can tell she is as confused as I am, so she contacts the property manager. The property manager tells her it's simply a mistake on the lease. Regardless of if it's accidental or intentional, my signature is on a legally binding document that the other party has broken. When we asked a neighbor, she said she had no such charge on her rent these past two months. Our rent is paid through an app called "Flex" which splits the amount due between two payments, if that is also necessary to know. The lease is too large of a file to send here, so I've instead send screenshots of the pertinent sections. If necessary, I can email the full lease for inspection.

  Business Response

  Date: 06/12/2025

  Thank you for taking the time to send us this information and the contract screenshots. We have received your message and fully understand your concern regarding the charges reflected for utilities in February and March.
  
  We will proceed with a detailed review of the case, including the documents sent and the system records. If it is verified that there was an error in billing or in the application of any fee, the corresponding correction will be made along with a refund of the applicable amount.
  
  It is important to note that we have recently undergone a transition in our billing system, which may have caused some atypical adjustments or inconsistencies that we are carefully reviewing to ensure transparency and accuracy.
  
  We greatly appreciate you contacting us and ask for your patience as we complete this process. We will keep you informed with updates as soon as we have a definitive answer.
  
  

• Initial Complaint

  Date:03/09/2025

  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.

  Dear [Property Manager/Landlords Name],I am reaching out again to address the ongoing issues in my unit that continue to severely impact my familys well-being. While I understand that someone is scheduled to assess the ceiling above the bathtub on Monday or Tuesday, it has been an ongoing challenge to find a lasting solution. I truly hope this upcoming visit results in prompt and effective repairs.However, I also need to bring to your attention that my maintenance requests regarding the ** and the constantly running toilet have not been addressed. Despite submitting these requests, no one has come by to assist, and these issues persist, adding to the discomfort and stress we are already experiencing.The continuous noise disturbances from the unit above mine remain an unresolved problem as well. Despite the $250 credit previously offered, the noise issues have continued, disrupting my familys ability to live peacefully. This situation has caused significant emotional distress, to the point that I had to admit my son to a psychiatric hospital to help him cope with the overwhelming environment.I am requesting immediate attention to the outstanding maintenance issues, including the ** and the toilet, as well as a comprehensive and permanent resolution to the noise disturbances. Additionally, I would like to discuss appropriate compensation given the ongoing strain and distress these problems have caused.Please let me know how you intend to address these issues and provide a timeline for when I can expect resolution.Thank you for your prompt attention to these matters.

  Business Response

  Date: 06/13/2025

  Thank you for contacting us again. We understand your situation and appreciate you sharing your experience, as living in a safe and functional environment is essential for you and your family.
  

  1. Bathroom ceiling repair:
  Our team is committed to assessing the affected area and, if structural damage or leakage is confirmed, repairs will be carried out as a priority. We appreciate the evidence you have sent us.
  

  2. Air conditioning and bathroom:
  We have no recent records of formal requests for these issues. We ask that you submit them through the resident portal so that we can schedule them appropriately and with entry authorization.
  

  3. Noise from the unit above:
  We understand that this issue affects your peace of mind. Living in a community comes with challenges, especially with young children. We will review the reports again, and if you have recent records, you can share them for evaluation.
  

  4. Your son's health situation:
  We sincerely regret what happened. To include this aspect in the case review, we request a medical certificate indicating the dates and reason for care, without the need for confidential details.

  5.Request for additional compensation: We have previously recorded the granting of a $250 credit as a gesture of good faith. As a company policy, we do not provide financial compensation; however, exceptions have been authorized in certain specific cases. Any additional requests will be evaluated by the relevant department once the outstanding technical issues have been addressed and resolved. We appreciate your understanding as we work on the operational aspects that are under our direct responsibility.

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  Continued to charge me for renters insurance when I had it, copies were sent tried to contact property for months no response until January *************************** March of 2024.

  Business Response

  Date: 06/09/2025

  Thank you for contacting us. In order to properly review this situation and provide an adequate response, we ask that you please indicate which property you are referring to and whether you are currently still a resident.
  
  With this information, we will be able to locate your account, verify your tenant insurance payment history, and review the documents you sent.
  
  We look forward to assisting you as soon as we receive this information.

• Initial Complaint

  Date:03/04/2025

  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 in to this apartment complex in April 2024. Since I moved in, the outdoor dryer vent has been full and overflowing with lint, which is an extreme fire hazard. I have submitted numerous work orders and stopped by the office to ask the employees and manager. They keep assuring me it will be fixed, but it has not been fixed. My apartment has been a fire hazard for almost an entire year. This apartment is not worth the $2,300 a month I pay for it. I have requested 6-days move out notice and to get out of my lease 2 months early without owing any penalties due to the condition of my apartment. I have stopped by the office and emailed the manager, but no one is responding to me. They are impossible to get a hold of, and I just want to get out of my lease penalty-free so I can move into another apartment complex that will not make me live in a fire hazard.

  Business Response

  Date: 06/09/2025

  Thank you for bringing this situation to our attention. We have received the resident's comments and understand their concern.
  
  In order to investigate why the maintenance order has not been addressed, we need the resident to resubmit the previously entered work orders. This will allow us to conduct a detailed review with the property manager and maintenance department to determine what happened and take the necessary corrective measures.
  
  To date, no condition in the unit that poses an imminent risk to life or safety has been reported or confirmed. However, we take any potential maintenance issue very seriously and are committed to resolving it as a priority once we have all the information.
  
  Regarding the request for early termination of the lease agreement, it is important to note that the signed agreement establishes specific clauses for this type of situation, including penalties and 30 to 60 days' notice, depending on the case. The situation described does not automatically exempt you from these contractual conditions.