Complaints

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

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• 

  Fairfield Residential

  5510 Morehouse Dr Ste 200 San Diego, CA 92121-3722

• 

  Belvedere Apartment Complex

  11900 Bellaverde Cir Richmond, VA 23235-4316

• 

  Fairfield Residential

  5730 Timber Creek Place Drive Houston, TX 77084

• 

  Fairfield Residential

  3715 Northside Pkwy NW Bldg 200-700 Atlanta, GA 30327-2844

• 

  Fairfield Residential

  3660 Sterling Park Cir Grove City, OH 43123-3957

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:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Treo apartments has been actively targeting us. My boyfriends vehicle was booted several times, despite us paying for parking. ******, *******, lied to us multiple times and stated we had our vehicles registered in the system yet the vehicle got booted again. This almost caused us our jobs and they do not care to take any responsibility for their neglect. ******* should be terminated immediately. Shes threatened with criminal charges for expressing our disdain towards the way weve been treating while living at this new apartment complex. Will make sure this gets out to everyone because no one deserves this treatment and to live in such hostile conditions here in *******.

  Business Response

  Date: 06/23/2025

  Hello BBB, response directed to BBB's email address because it exceeded the word allowance...
  
  
  

  Business Response

  Date: 06/25/2025

  Treo Apartments requires all residents to register their vehicles with our third-party parking management company, Reliant Parking, which oversees our parking garage. Our one-bedroom apartments are entitled to only one free parking space, any additional vehicle needs to pay for a monthly fee of $100.00. Tenants rented a one bedroom and decided to register only one vehicle, stating they only had one.

   

  When resident Jiovanni Aponte and Jennessey Pinero moved in on December 9th, 2024, they provided management with the details of the following vehicle: a Nissan Altima with license plate 66BNHP. However, they registered a different vehicle with Reliant Parking: a Toyota 4Runner with license plate EMR7511, likely in an attempt to bypass the system. This discrepancy led to his vehicle being booted multiple times.

   

  When Mr. Aponte visited the office upset about the bootings, we informed him that he would need to pay for an additional parking permit if he wanted to register his second vehicle with Reliant Parking. He became angry, refused to pay, and exited the office in a disruptive manner, nearly damaging the door and yelling at our leasing team. Due to his behavior, he was issued a 7-day notice to cease disturbing or threatening management.

   

  Subsequently, after getting booted again, resident Jennessey Pinero came to the office to add the additional vehicle to their account. We added the extra parking fee in their account and explained that she needed to ensure the decal was correctly placed on the designated vehicle. As a courtesy, we requested the towing company to remove the boot at no charge.

   

  Unfortunately, the decal was not properly affixed, which resulted in the vehicle being booted. On the same day, Mr. Aponte entered the building and threatened our maintenance personnel, verbally assaulting them and causing physical damage to property, including a lobby table and the leasing office sign, as documented by security footage. A police report (Report #34-2506-101698) was filed. While the officer indicated that criminal charges could be pursued, we chose not to do so at this time, granting residents until June 30th, 2025, to settle the damages. However, we reserve the right to pursue criminal charges if payment is not received.

   

  Additionally, as a courtesy, we contacted the towing company to ensure the removal of the boot at no charge to the resident, this was done for a second time.

   

  Furthermore, both residents received a 7-day notice to cure, which explicitly states that they are no longer permitted to enter the leasing office or communicate with management or maintenance staff verbally. This action was taken in response to Mr. Aponte’s threats and abusive language directed toward our team in two occasions.

  Customer Answer

  Date: 06/25/2025

  Again, false information and no accountability held by management. There was no attempt to bypass any parking system. Reliant parking informed me there was no possible way to change permits once assigned and to follow up with property management as mentioned, yet the information was still switched. I informed management of this discrepancy but there has been a constant need to discredit me instead of resolving the issue. Mr. Aponte had a valid reaction when aggressively approached by two maintenance men on the property. He was simply trying to drive to work in the morning when he found another boot on his vehicle, even when we paid the additional charge for both vehicles to be in the residential parking lot. Customer service at Treo Apartments by management has been poor throughout this leasing period. Not even our refrigerator works properly since moving in despite this being a new apartment complex and several maintenance calls. Failing to maintain alone is grounds for terminating our lease and we will have no problem exposing this problem through the media or handling this further through litigation if necessary. Remove the fees charged to the account and we will amicably terminate our lease. 

  Business Response

  Date: 06/26/2025

  Second reponse emailed to BBB directly, exceeded word allowance.

  Business Response

  Date: 06/27/2025

  Regarding the parking permits, the permits were not adjusted in the Reliant Parking application as that can’t be done; instead, residents were instructed to switch the stickers on their vehicles to align with the information in the system. This process was clarified via email to both leaseholders, Ms. Jennessey Pinero and Mr. Jiovani Aponte, on Friday, May 23rd, 2025. Unfortunately, this procedure was not followed by the residents.

  Concerning Mr. Aponte’s behavior on June 4th, 2025, we advise resident Jennessey Pinero contacting the BSO for further information regarding case #34-2506-101698 as she wanted management to show her video footage and we are not allowed to do so. It appears Mr. Aponte did not share all relevant details with Ms. Pinero. Our maintenance team did not have any direct interaction with Mr. Aponte prior to the incident. According to reports, Mr. Aponte entered the building, began hitting furniture, and caused a loud disturbance when a table fell. When the maintenance team responded to assess the situation, Mr. Aponte directed insults and threats towards them. He then proceeded to the elevator to go up to his apartment, and at no point did our team respond inappropriately or escalate the situation.

  Regarding the refrigerator issue, the last work order submitted by the tenants was on December 29th, 2024, which was closed as completed on January 7th, 2025. Since then, we have not received any further complaints about issues within their unit.

  Charges applied to the account reflect property damages caused by Mr. Aponte. We could offer residents the option to purchase replacement items for the items broken by Mr. Aponte. If this is something resident would like to do, she can contact the office directly, to get information, on where to buy the items before June 30^th, 2025 which is when balance is due to be paid.

  Ms. Jennessey Pinero has inquired about breaking her lease on two occasions. Management has clearly outlined the lease buyout process, including the requirement to pay the associated buyout amount ($4,380.00) and the repayment of the six-week concession received at move-in ($3,285.00). Ms. Pinero initially expressed her intention to remain until her lease expiration, but she is fully informed of the process should she choose to break the lease.

  We are committed to resolving all concerns professionally and transparently. Should you require any additional information, please do not hesitate to contact us.

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had been emailing office since March to pay rents for March and then emails for April. Management has changed. I then went in and paid the complete May rent. While in the office I had said that I would also like to pay the back rent to get current. Just needed to get the cashiers checks as I had for May. A couple days had passed and I received a call from the office and it was the newly appointed manager. She told me over the phone that she could not accept the rent as it did not include the back pay for March and April. That following Monday I had reached out to the office asking what was the total needing to be paid and was told $5161. I then told them that I had it to come and pay in full. She then told me that I had been sent to legal and now I have to pay an additional $1140. The office was unaware that I had been sent to legal. Someone of higher management had sent me to legal without my knowledge as well as the office. I then said that I do not understand why I should be paying lawyer fees when it was a major miscommunication within their company. They pretty much said oh well that I needed to pay. I had the money and because they denied taking the money I now have a larger issue. I just ask that the lawyer fee be squashed as I still would like to get my ledger current. I am on disability with 3 children and no where to go.

  Business Response

  Date: 06/06/2025

  The resident was behind for March and April her file was sent to legal at the end of April ( the 30^th) She then communicated with our leasing agent and told her she would be able to come in with full payment including **** rent. We let her know her file had been sent to legal, and she would be responsible for those fees she asked if we could set up a payment plan to pay off the fees in which we notified her that we would have a official stipulation drawn up and would give her a final total of what the legal fees would be. Her and her spouse would need to come into the office so all parties could sign and move forward.

   

  She agreed to this came in on 5/22/25 to sign the stipulation and bring in her payment. ******* was not present she informed us that he would be in earlier. I processed her payment, and she was upset that she is responsible for the legal fees. ******* did not come in and she notified us that she was seeking legal counsel.

   

  Please let me know if you have any further questions.

   

  Thank you

    

   ******* ******
   Community Manager - Hilltop Commons
  
   
  
   *********************
   *********, ** 94806
   Office: ************

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

  
  

• Initial Complaint

  Date:05/16/2025

  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.

  I am writing to formally express my deep frustration and serious concern regarding the ongoing issues with the air conditioning unit in my apartment. Despite submitting multiple maintenance requests and sending repeated emails to both the maintenance team and the leasing manager, the only action taken has been to add Freon to the unitthis has clearly not solved the issue.This temporary fix has become a pattern and has done nothing to address the core problem. As a result, my apartment continues to reach extreme indoor temperatures, particularly in the evenings and overnight. Even when I set the thermostat to 65 degrees, the unit fails to cool, and the temperature remains unbearably hotoften reaching up to 90 degrees or more, especially when its hot outside.This is not only uncomfortableits affecting my health. At night, Im unable to sleep properly or even breathe comfortably due to the heat and lack of ventilation. The situation has gotten so bad that I now have to make arrangements to stay at a friends house just to get some relief and rest. This is not what I expect from an apartment community that promotes comfort and quality living.Given the repeated failures to resolve this issue, I am requesting a rent credit or refund for the time I have been unable to properly live in my unit. If the air conditioning system cannot be permanently repaired, it must be replaced immediately. I also ask that you prioritize this matter and communicate a clear plan of action for a long-term resolution, not another temporary patch.

  Business Response

  Date: 06/05/2025

  Hello All,

   

  The AC was completed and is fully functional. There was no rent credit given.

   ******** ****
   Floating Community Manager - Tivoli Apartments
  
   

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 January 2nd, 2025 we were charged a full month's rent when our lease is up on 1/11/25. We had submitted our intent to vacate forms on 12/11/24 which is a month in advance as requested. We got an automated email saying that our lease has been renewed for February and were charged for all of January's rent when it should have been a prorated amount for the 11 days. We had reached out to the leasing office multiple times via email, phone, and in person and they admitted to their negligence in not updating our file which led to the overcharge. However, every time we ask for a phone call or go down to the leasing office they say they are busy and cannot talk on the phone. They are illegally withholding thousands of dollars that we can't spend or get back and they tried to tell us that they would do it once our lease is up which is illegal and can cause serios damages. They also tried to blame it on US by saying it because we had auto-pay on our account, but again we should have never had the full charge on there. We had budgeted for a prorated amount, and because they are not delivering on time we are having to borrow money for simple necessities like food.I should also state that while we are reporting this against Fairfield Residential we are staying at their "Chroma Aparments" in ***********, but there was no option to select this as a business.

• Initial Complaint

  Date:10/17/2024

  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 lived here for a year now and had renters insurance coverage since I moved in. Fairfield took over management of the apartment complex a little earlier this year and, when it came time to renew my lease, decided that I needed to have more coverage. What bothers me is that they said they sent an email about it, which I never got, and are now trying to charge me $50 for renters insurance, which effectively will make me pay twice for insurance that I already had. I increased my coverage at the time they told me it was required, submitted my proof of insurance to them, and am now being charged a prorated amount of $19.35, saying theyre crediting me for 19 days. I sent them my updated proof of insurance on 10/4/2024, so I dont understand where 19 days is coming from when there are 31 days in October and I was not 12 days late getting them the required information. Maybe it took them that long to actually read my email, but that is not something that I should be penalized for. I have gone up to the office several times to get this resolved and charging me almost $20 was their way of resolving it. One of the times I went up there to speak to someone during regular business hours, they were closed down. I find it highly irritating that they are not efficient at being there to help when you need them to, but are insanely fast to charge you for something that you shouldnt even be getting charged for. Not to mention that they want $50 for renters insurance that I have through my own insurance for less than $10 a month. They also have not reached out to me or the other person on the lease to follow up about anything, I always have to seek them out by going up to the office because they dont respond to any other form of communication.

  Business Response

  Date: 10/24/2024

   

  BBB, 

  Assistant Manager spoke to Shawnee on October 12 and gave her the interested party information and let her know that her policy needed to be updated to 300k instead of the old policy she had previously with Adviner. Teneah uploaded Shawnee's new policy on October 12, but our system automatically prorated the refund of the $30.65, but forgot to let me know that she needed to have another $19.35 refunded. I refunded the $19.35 today.
  
  Let me know if you have any questions
  Thank you 
  ***** *****
  Community Manager - ********* on Sunset
  
  

  
  

• Initial Complaint

  Date:10/09/2024

  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.

  I was leasing at the Ridgestone Apartments in *************, *** from December 2019 through November 2021. I received a notification through credit karma that a payment was placed into collections. I was not aware of this situation nor did I receive any mail or emails. I paid a break of contract fee for moving out one month early. This payment was paid in full. I was never notified of any other fees. I never received a notice of having to pay any other fees. I paid a deposit at the start of my lease. I have receipts of my deposit payment. I believe that this collection was placed unfairly without reaching out to me. I have tried contacting the leasing office plenty of times and they are making it difficult for me to reach out to them.

• Initial Complaint

  Date:10/05/2024

  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 9-13-2024 Fairfield Residential had Illegal placed a none insurance balance on my account, and sent the balance over to assistant manager Mrs. *** *****. On the 16th her and Mrs. ***** ********* had handled the charge and both had seen where I had renters insurance and the insurance had never expired. Mrs. *** spent time and inputted the insurance inside of the computer and she done everything that she was supposed to do. Fairfield ******************** is still harassing me and is still acting like they does not see the coverage and is sending me letters over. On the 15th I brought this to the President of the Texas Regional as well as the property regional, as well as left messages with them both. Placed a bad review on the Property as well for the owner thinking that they would get on the Fairfield ********************. This is the second time that I have had issues with that department. Their unable to read causes and creates problems with the ** and Assistant managers with false allegations against them. They does not communicate and requests for the residents renters insurance ******************** and Mrs. ***** can not rent and does there books and paperwork when that department is causing and creating unneassry problems among the residents. It is embarrassing for them when this happen and leasing is ether doing a application or having a new move in and a resident comes in fussing and going off, and new people is sitting in front of them. On the 16th I did take in my renters insurance and handed it to the assistant manager and I know for a fact that she done what she was supposed to do. I had this same issue when I had first moved in, and brought over to the owner attention as well as to the President. And Mrs. ********* did as well. They is doing all they can, to try and ******* extra money from me. Trust me the office does input residents own rental insurance in, and send the document that shows **** over to them. It is out of there hands.

  Business Response

  Date: 10/07/2024

  This has been resolved. Mr. ******** says that he was not aware of the $300,000 liability increase, although several emails were sent from ourselves and marketing making everyone aware of the increase from $100,000 to $300,000.00. When Mr. ******** renewed his lease, we did not receive his new policy so the $40 insurance fee was added to his account. On 09/13, Mr. ******** saw this charge and brought in his policy that had his companion listed on the policy that is not on the lease. My assistant let him know to get it updated or add him to his lease. He then updated the policy to list just him, which he brought in on 09/17, and the charge was removed.
  
  Resident was upset and did not understand why he was charged on 08/01 and 09/01 and wanted us to remove the charges right away. But we had to follow policy, with obtaining the proof first. He now knows that it is his responsibility at renewal each year to update us with his renters insurance since he opted out of resident shield and went through third party.
  
  Thank you,
   
  ***** *********
   Community Manager - Kensley Apartment Homes
  
  

  Customer Answer

  Date: 10/09/2024

  In the complaint, I fully stated that Mrs. ********* and Mrs. ***** had absolutely nothing to do with letter being sent, and that the ** and the regional manager is responsible. No email was never ever sent, and I do not  want any 3rd parties insurance companies having my personal email, and sending me any solicitation to my email, or personal mailbox period. Usually corporate and regionals calls the Sr ********************** managers and have them to ****essionally reach out the resident and request whatever is needed. I was informed and advised that none of the Fairfield managers has anything at all to do with insurance, the insurance is inside of the Fairfield Property Office. You have disable and seniors that resides and pay their hard working and retirement rent on all properties. I was not made aware of the needing the **** of insurance until a balance was sent over to Mrs. ****** then a letter sent inside of my mailbox. The ** and BJ the regional manager for this ********************** is way to good to deal with the ones who plays a huge part into her being on salary. Poor communication from Fairfield Corporate and not with Mrs. ********* and Mrs. ****** It created disrespectful from me, due to the insurance **** not sending Mrs. ********* or Mrs. ***** an email request to be sent to me. Like I stated this issue had happen back on August 2023. That is when I made threat of legal action, if they did not remove my email and phone number. My insurance does not expire until 2025 in Sept. To sum this up, I am requesting that the ** and Regional to speak with the insurance department and have them to better communicate with the ********************** managers, by requesting for **** of insurance, instead of assuming that a person does not have. The soly complaint is not with Mrs. ********* and not with Mrs. ****** It had me to blame her and be un****essional with her, behind the insurance department sending her balance, without asking me if I still had renters insurance. If the ** or Regional 

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved out in August which is when our lease ends, and we gave them a 30-day notice before we moved out. The apartment we stayed in was rented out to other occupancy very soon after we moved out. To be more specific, the new occupants moved in after 10 days. And the V2 still changed me $2730 for September!!! Without my knowledge!!!! I am very disappointed and sad. I need a total refund of my deposit.

  Business Response

  Date: 09/17/2024

  Hello BBB, we need more information. 

   

  Name of Property and State

  Customer Answer

  Date: 09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Chenyang Bao
  
   
  

• Initial Complaint

  Date:08/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently become aware that my Social Security number is being used illegally to apply for or obtain housing through this company without my consent or knowledge.This situation is causing me great concern, as the unauthorized use of my Social Security number is a violation of my privacy and may lead to identity theft or other forms of fraud. I have not applied for housing with The ***** at *************************** , nor have I authorized anyone else to do so on my behalf.I have tried to resolve this issue directly with Fairfield Residental but have been unsuccessful in receiving a timely and satisfactory response. Therefore, I am requesting the Better Business Bureaus assistance in facilitating communication between myself and ********************************************************** at ***************************

  Business Response

  Date: 09/03/2024

  Hello BBB, 

  ********************** called this morning regarding this matter from ************** *************). He emailed me a copy of the Equifax report, for which I thanked him, however I could not provide any information. 
  
  As far as the address that is listed on the report ***** Flotilla #*** the residents in question moved in 8/15/2018 with the prior management company. we did not physically run the credit on this particular unit.   We pulled the file for *** and the last four digits do not match the last 4 digits ********************** provided,

  ********************** needs to file a police report, unfortunately there is nothing we can do for him.  

  Respectfully,

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

  Community Manager - ************************* and ************** at *************************
  
  
  

   

  Customer Answer

  Date: 09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

  Customer Answer

  Date: 09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

  Customer Answer

  Date: 09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved on of my apartment, ******************************************* on June 18, 2024 after providing the requisite 60 day notice. I contacted the leasing office two days before my move out date to inquire about move out instructions as I had not received any. They did not respond to me and therefore I called on June 18, 2024 to inquire about when to return my keys. They told me I needed to return them that day and that it was their fault for not reaching back out to me about move out instructions. I informed them that because of work I could not get the keys to them that day. However, I could overnight them or return them immediately the next day. They told me that because of the holiday Juneteenth they were closed and to avoid late fees I needed to return the keys on June 20. They explicitly told me that in order to not incur late fees hi could return the keys on June 20. However, when inquiring about my initial deposit, they told me that they sent this off to a debt collector called Resident Advocate. Resident advocate claims that I owe $155.33 for the days of June 19 and June 20. But as my understanding was because the manager did not tell me move out instructions and they explicitly told me if I returned the keys on June 20 I would not have to pay rent for those two days. I have reached out multiple times to resident advocate who claim they have spoken with the manager at the apartment complex. However when I called the manager myself. She claims they did not reach out to her. I have emailed the manager multiple times asking for written proof that I do not have to pay for those two dates of lease because she agreed that I did not have to. However, I have not gotten any response back. Because the manager told me on June 18 that I would not have to pay for the holiday June 19 and June 20 I should not owe $155.33.

  Business Response

  Date: 08/05/2024

  It appears there is some he said/she said.  The resident was told she would be charged rent for the days that she did not turn in keys.  However, this is not worth the fight,so we will credit her back the 2 days of rent and send her an email with an updated statement showing a refund due and owing.  We will also contact Resident Advocate.
  
  Thank you,

  Customer Answer

  Date: 08/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
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