Complaints

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

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  Urban Phenix LLC

  1001 S Dahlia St # 101 Denver, CO 80246

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  Urban Phenix LLC

  4701 E Mississippi Ave Glendale, CO 80246-8206

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:11/19/2024

  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.

  Excessive and Unfair Move-Out Charges I am filing a complaint against Urban Phenix for unfair and excessive charges applied to my account upon moving out of The ******* Apartment. The charges were for maintenance tasks that are standard responsibilities for any landlord after a tenant vacates the property and should not have been billed to me.During my tenancy, maintenance and property management were consistently inadequate, and I believe these issues contributed to the wear and tear they are now trying to charge me for. For example:Maintenance once entered my unit to inspect a neighbors heating issue. They cut a hole in my wall and never repaired it, yet I was charged for this damage when I moved out.Common area maintenance, such as broken washing machines, hallway lighting, and front door locks, was grossly neglected throughout my lease. Given the general lack of upkeep, its clear the apartment required repairs beyond my responsibility as a tenant.Additionally, Urban Phenix appears to operate dishonestly, using move-out charges as a means to recover costs for repairs they would have to address regardless of my tenancy. These charges are neither legitimate nor reflective of damages caused by me, but rather routine maintenance any landlord should expect to handle when preparing the unit for a new tenant.I am requesting the following:1.A detailed itemized list of the charges, including proof of the alleged damages.2.A refund for any charges related to general maintenance and wear-and-tear repairs, as these are not the tenants responsibility under landlord-tenant law.Urban Phenixs handling of this matter has been both unprofessional and disreputable. I urge the BBB to investigate their business practices to protect other tenants from being subjected to similar unfair treatment.Desired Resolution: A refund for inappropriate charges and a commitment from Urban Phenix to handle move-out processes more fairly in the future.

  Business Response

  Date: 01/06/2025

  As the manager of Urban Phenix, I am the person who dose final walkthroughs and processes final account statements.  I am happy to address the concerns of this complaint and I'm sure after you will see that there were no excessive charges or unjust billing.
  
  1. A detailed itemized list of the charges, including proof of the alleged damages. 
  All previous tenants receive a Final Account Statement via email within 60 days of moving out with an itemized list of charges if any.   Here is a screenshot of her charges. 
   
  
  1. Touch up paint. The tenant has tire marks across multiple walls as shown below. This apartment was freshly painted before she moved in. This in not ware and tare this is neglect. She was charged for touch up paint. 
     
  2. She broke her toilet seat. We had to buy a new one and replace it. 
   
  3. The blinds in her unit were band new. She broke them. We had to replace them. 
   
  4. She did not clean the apartment before vacating so we had to hire cleaners as the apartment was rather dirty. 
     
   
  2. A refund for any charges related to general maintenance and wear-and-tear repairs, as these are not the tenants responsibility under landlord-tenant law.
  
  There were no charges related to general maintenance or wear and tear. 
  1. Tenant claims - "Maintenance once entered my unit to inspect a neighbors heating issue. They cut a hole in my wall and never repaired it, yet I was charged for this damage when I moved out."  This is not on her final account statement as there was never any charge related to this. 
  
  2. The tiles in the bathroom were pealing in several areas. There were no charges for this either as we considered it normal wear and tear. 
          
  
  

• Initial Complaint

  Date:10/15/2023

  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 couldnt begin with how terrible this management company is, you can have homeless living in your basement/storage unit/laundry room and they will disregard your concerns and emails without even sending you a reply simply to say they saw it or will work on your concerns. I am having to spend extra money on a lawyer to actually bring to their attention the safety of this apartment complex and them not doing anything about it: The homeless near the dumpster 24/7 Homeless made it inside broke the door and slept in the basement!Needles and drug paraphernalia everywhere. Plumbing issues left and right But first and foremost this management company should atleast address its tenants concerns but that is not what they do. They disregard them. I have always been on time with my rent, and I have not given anybody a problem here at this complex I have simply emailed them to terminate my lease terms and not charge me as well as give me back my refund due to my issues that I am going through here. It has been 48 business hours going on 72 business hours, Monday morning. This isnt fair for me.. Im a hard-working college student that spends his hard earned money here and I deserve better. Not to mention my motorcycle was stolen from this property as well. Definitely not a safe Place.

  Business Response

  Date: 10/16/2023

  Hi ****,
  
  Thank you for reaching out and expressing your concerns regarding the safety of your current living situation. We take your safety and comfort seriously and would like to address your points as best we can.
  
  First and foremost, we understand that safety is a top priority for you and your dog. Please know that we strive to maintain a secure living environment by ensuring that all security measures within the building are properly maintained and repaired in a timely manner when necessary. We provide a secure home with lockable doors and windows. The building also has a gated entry for added security to protect the interior of the building as well as offer piece of mind for residents. Security matters other then a broken lock on your door or windows should be relayed directly to the police. We appreciate you informing us of the this most recent incident and in the past; your stolen bike and the drug users who were loitering by the dumpster. Each time there was an issue with the entry gates and doors, our maintenance technician fix it within 24 hours. We have removed anything left behind by the homeless person who got inside. Is there another incident or outstanding concern we are not aware of?
  
  I would also caution you not to approach/confront these potentially dangerous individuals. Chasing, yelling, and threatening could cause them to retaliate. This behavior you sent in a video, puts you at risk,and certainly does not help maintain your safety. You mentioned that you would kill them and harm them to ***** and myself. This type of talk shows that you may be violent in this matter. Please call the police and inform management if you see any suspicious behavior. Like I said previously, we are very adamant about providing a secure home and building.
  
  Regarding your mention of a lease termination and the associated costs, we must clarify our policy. Breaking a lease typically incurs a lease break fee as stipulated in your lease agreement. While we empathize with your concerns, the lease break fee is a standard requirement.
  
  As I mentioned previously, we would be happy to offer you a transfer to another property outside of the Cap Hill area. We have two properties in Glendale for you to consider. The transfer fee is $250, and we would waive lease break in this case.
  
  Please be assured that we are committed to finding a resolution that works for both parties. Your safety is of utmost importance,and we want to ensure you have a comfortable living experience during your time with us.
  
  I also do need to ask that you remove your bike from the hill. The lawn is not a parking space for your bike. Please arrange for alternate parking.
  
  Thank you for your understanding, and we will strive to address your concerns as swiftly as possible.

  Kind Regards,

  Urban Phenix Property Management