Complaints

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

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• 

  Aimco

  4582 S Ulster St #1450 Denver, CO 80237

• 

  Aimco

  Washington, DC 20016

• 

  Hyde Park Tower Apartments

  5140 S Hyde Park Blvd Chicago, IL 60615

• 

  Oak Shore

  350 Robin Drive Corte Madera, CA 94925

• 

  Aimco

  817 17th St Bank Lofts Denver, CO 80202-3016

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:08/10/2022

  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.

  To begin, we signed our lease back in March after we saw a video of the apartment we told we were getting (supposedly they had no vacant apartments to tour at the time), once we were able to finally see our apartment it was nothing like it was promised. Before moving in I had submitted a *** for my dog ****** to be exempt from paying a pet and monthly pet rent. I was told by a leasing agent that if they needed anymore documentation they would reach out. Three months into our lease and we randomly receive a charge of $453 for the dog. Apparently they never sent the paperwork to the corporate office. Without any warning we charged. I have resubmitted the *** and have still yet to hear back from anyone. This apartment complex is probably the worst I've ever resided. The office says it's open even though no one is ever there, we can never get anyone to answer the phone and when we do they give us the number for the leasing office (which is the number we called to begin with). We are not only forced to pay for trash valet, we are charged for also having trash, and being charged for a compactor we may or may not use while we live here. We were told that parking was only $40 a month until randomly, they started charging $60. Everything we were told we would owe would be rent, trash and parking. But we are charged for just about every single thing you can imagine at this complex with zero heads up. We were charged $350 for an eviction process, even though I was on unemployment and tried to reach out explaining my rent would be late because the unemployment system had be down. No one contacted me after multiple attempts to bring this situation to their attention. I do not know how this complex is still standing. The customer service is horrible, everything is the residences fault and they charge how ever much money for whatever they please without even discussing it with their residences.

  Business Response

  Date: 08/17/2022

  Hello ******
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ********* and spoken with the Community Manager regarding your concerns.
  
  We first would like to apologize for the lack of communication you have experienced from our leasing staff. From 3/22 through 7/22 ********* only had one person in the office. With this being the peak of our leasing season often tours were booked every 30 minutes making it difficult to see someone in person. We are sorry for this staffing shortage and inconvenience to our residents.
  
  After completing a parking audit, it was discovered your apartment #**** had two vehicles associated with this apartment and a second vehicle parking charge of $20.00 was added to your account. With the $40.00 you are currently paying this brought the total parking charge to $60.00.
  
  We want to address the delay of your *** documentation submitted to our Centralized team that reviews Service and Emotional Support Animal reasonable accommodation requests. This was in the hands of a leasing consultant that is no longer employed at *********. Unfortunately, we are unable to trace what transpired to cause this delay. Your *** dog was approved on 08/02/22. All pet fees in the amount of $453.33 charged for one day in May and the months of June, July and August have been credited back to your account as of 08/09/22.
  
  If a resident is late on their rent and their account is sent to the attorney, the attorney charge of $350.00 is charged to their account and it becomes the responsibility of the resident. This fee which you stated in your complaint as an eviction fee was credited back to your account on 7/29/22.  Rent is always due on the 1st and residents are allowed to pay up until the 5th without penalty.
  
  You currently have an active Notice to Vacate. Our Community Manager has spoken with you and in the event you qualify on your own or with an additional roommate then your Notice to Vacate can be canceled at that time. If not, then your NTV will remain active.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
   
   Thank you, 
   
  *************************
  Shared ************** | *********************
  Email: ***************************
  4582 *******************, Suite **** | ******, ** 80237
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17696967
  
  I am rejecting this response because: it solves none of the issues 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, who has authorized me to act on his behalf, rented an apartment in ************, ** from July 2021 to July 2022. The Apartment complex is called ************* and is located at *****************************************************************. This apartment complex is a very old building that has many maintenance issues. When my son moved out of his apartment, he and one other family member spent over 5 hours cleaning the apartment and left it as clean, or cleaner than when he moved into the apartment. He turned in his mailbox key to the Concierge and left the building. Thus, he was expecting to get most of his $500 deposit returned. Shortly after moving out, he received a notice that he would only be receiving $129 of his deposit. In addition to utilities (which apparently are billed in arrears) there were the following charges: Cleaning ($50), Painting/Damage ($50), Lost/Damaged Mailbox key ($25). "Setup Fee(s)" ($24.75), "Energy Conservation Fee" ($5). I've exchanged several emails with the property managers in which I disputed the fees. The managers sent me emails with photos purported to show the damage and poor condition of the apartment, except the photos were of an entirely different apartment. I have read reviews online from former tenants who said that the same thing was done to them. The managers also told me that there was a requirement for the apartment to be "professionally" cleaned, and that the signed lease has a clause in it to that effect. It does not. The building is very old and many apartments have water damage, including my son's apartment. The landlords paint over the water damage instead of repairing and this causes the walls and ceilings and to require painting, My son caused no damage. We took numerous photos when my son moved in, and after he moved out, and can prove that he left the unit as it was upon moving in. Many former tenants of ************* have complained about the non-return of deposits. I want all charges listed above refunded.

  Business Response

  Date: 08/05/2022

  Hello *****,

  
  We appreciate you reaching out to our BBB partners regarding your concern.

  
  We have reviewed ****** records with Chestnut Hall involving the move out fees charged to ****** account.
  
  After careful review we will have the disputed charges of $154.74 removed from his account.

  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

  Thank you,
   
  *************************
  Shared ************** | *********************
  Email: ***************************
  4582 *******************, Suite **** | ******, ** 80237 
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer Answer

  Date: 08/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if they follow through and mail a check in that amount, then I will consider this resolution satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/15/2022

  Hi,
  
  Is it possible to reopen case number 17655413?  The business responded to the complaint and said that would reimburse us $154.74 as outlined in my original complaint. Based on this response, the BBB closed the complaint.  We have since heard from the business and they have reduced that amount to $125.  In addition, we have not received any payment from them, or any further communication.
  
  ***********************
  

  Business Response

  Date: 08/19/2022

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  A refund check #*********** in the amount of $125.00 was mailed 8/18/22.
  
  In reviewing the final charges listed in your original BBB complaint, the set up fee of $4.75 and the common area Energy Conservation fee of $5.00 have been paid monthly by **** and these are accurate charges.
  
  ********** does charge a $20.00 close out fee to close ****'s account. These charges total $29.75. Please see attached utility statement for **** from **********.
  
  Please accept our apologies for including these charges in our original refund amount of $154.74. The correct refund amount is $125.00.
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  *************************
  Shared ************** | *********************
  Email: ***************************
  4582 *******************, Suite **** | ******, ** 80237
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17655413
  
  

  I am rejecting this response because: It is not what was agreed to in the initial response AND the $20 account "closeout" fee is arbitrary and outside the scope of what would normally be considered an acceptable lien on a tenant's security deposit.  On ****'s move out date, the freight elevator was inoperable, which imposed a tremendous burden on **** as he had to use a combination of passenger elevators and stairs to move his apartment contents from the fifth floor to the ground floor.  How about if **** imposes an arbitrary "inconvenience" charge of $100 to Aimco for the inoperable freight elevator?  See how easy that is to make up charges?

  
  

  While the dropping of the previous bogus damage/cleaning/key charges is appreciated, we would like to see the bogus "fees" dropped as well.
  

  
  Sincerely,
  
  ***********************