Business Profile

Property Management

AIR Communities

Headquarters

Complaints

This profile includes complaints for AIR Communities's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/15/2025
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 not liable for this debt with ***************** Homes. ********************************************************. I do not have a contract With ***************** home. They did not provide me with the camera records about the person that was living there. I never lived there or have any knowledge of this charges that were reported to my credit report. Also, they did not provide me with the original contract as I requested. I demand they send camera records to BBB about the person that was living there at the time.
Business Response
Date: 01/31/2025
Hello Ruach Changkuoth,

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

We have reviewed your records with ******* involving your concern stating you have never lived there and are not responsible for the balance owed to Tremont Apartments.

Attached you will find lease agreements for your residency at *******. You were the sole leaseholder making you fully liable for the balance that is owed. There is a move out inspection report with move out photos as well. The phone number that we had on file was a number that had been disconnected and all emails sent to you went unanswered. This is why you feel you were not provided move out details.

We cannot confirm whether you are or are not Ruach Changkuoth. If you feel you are a victim of identity theft we suggest you file a police report for identity theft and work directly with the collection company your account was sold to, *******. They will be able to assist you with this process and can be reached at ************.

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

Thank you,
***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Initial Complaint
Date:01/14/2025
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.
I have submitted numerous reasonable accommodation requests based on a pre existing and worsening disability. AIR COMMUNITIES has taken the strategy of not responding. Ive submitted documentation through the appropriate channels and all requests have been deliberately ignored. Legally they are supposed to process the request and respond in a reasonable amount of time and give a written response explaining a denial or modification. The community management team and attorney on retainer have been difficult to work with or completely non responsive.
Business Response
Date: 01/15/2025
Hello **** *******,

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

We are unable to determine what community your BBB case pertains to. We are unable to find any records of your name, email or incomplete phone number that you included in your initial BBB contact email.

Please provide us with the following information. The name of the community you are inquiring about, the name of the primary lease holder, the building and apartment number where you resided or if you are a prospect the apartment you are interested in and a complete contact phone number.

Thank you,

***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Initial Complaint
Date:01/02/2025
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 paid $1,075.00 to Air Communities for an application fee and deposit on an apartment with Mezzo Apartment Homes on 12/3/2024. I was working with the onsite manager ****** *****. I submitted the paystubs requested by ****** *****. After I did that, I received an email from Air Communities requesting three months of bank statements. I elected to not proceed as I was out of town and did not have the time to put into this as I had already given them the information they requested. I explained this to ****** ***** and he instructed me that they would keep the application fee of $75 and return the $1,000.00 deposit hold. I never moved into the property. I emailed ****** requesting the status of my refund and he sent me an screenshot of an email which is attached claiming that I modified a document. I never modified any documents that they sent me. This is false in it's entirety and slander.
Business Response
Date: 01/06/2025
Hello ******* *****

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

We have reviewed your records with Mezzo involving your holding deposit and application fee.

All applicants are made aware of our 72-hour window to withdraw an application and receive a deposit refund. Anything outside of this window will result in forfeiture of the deposit/holding fee. All applicants sign a Certification for Resident Application. This document also states our holding deposit information.

In this case, it was found that a document had been modified in your application which is considered FRAUDULENT activity. In this case, we cannot refund the deposit.The application fee is a processing charge to a third party and is not refundable regardless of the approval of an application.

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

Thank you,

***** *****
Shared *************************************
Email: ***********************************
***********************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

Customer Answer
Date: 01/06/2025

Complaint: 22758252

I am rejecting this response because:
I never modified any documents. What would be the need to modify a document? I am requesting a copy of said document as I will escalate this further. I also withdrew within 72 hours so that does not apply either.
Sincerely,

******* *****
Business Response
Date: 01/27/2025
Hello Mr. **************** appreciate you working with our BBB partners regarding your concern.

I am writing back to confirm the status of your deposit in the amount of $1,000.

As communicated to you via e-mail by **** ******, it is understood that you filed a chargeback request with your card company on 1/21/25 for the **** card ending in 5783. We will not be disputing this chargeback, and as such, the refund back to your account will be processed by the issuer without any delay. If you have any questions, please reach out to the card issuer directly.

We want to express our sincere apologies for any inconvenience or frustration you have experienced during your request for the return of your holding deposit. Your concerns in the handling of this matter have been acknowledged and addressed as an opportunity to improve communication between our appropriate teams for any similar future situations.

If you have any questions, please dont hesitate to reach out to us directly at ***********************************.

Thank you,
***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Customer Answer
Date: 01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did reach to **** ****** today and let her know that I have not received a refund from my credit card issuer. **** ****** stated that she would look into this further.

Sincerely,

******* *****
Initial Complaint
Date:12/20/2024
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.
Living at this address and I was submitted to the hospital during the course of my stay for the last month due to accident and upon leaving the hospital, I noticed that my truck was not in the driveway and now I have to pay almost $500-$****** get my car out of the impound This is the worst experience I ever had with any company at the place where I live. I did not receive notice of my Vehicle being towed anywhere I just found out when I got home to see that my car wasnt there almost leading me to filing a police report. Please assist me with removing my truck from your partners lot as I am handicap and cannot afford all of these hefty nonsense fees
Business Response
Date: 01/06/2025
Hello *** *****,

We appreciate you reaching out to our BBB partners regarding your concern. We have no record of you as a resident or of your vehicle being registered at **************. We reached out in an email to our residents about a vehicle that had been parked in our visitor parking space for an extended length of time and appeared to be abandoned. The photo you provided of the Truck for Sale looks like this same vehicle.

We have been advised that the following communication was sent to all residents of ************** on 12/3/24 at 12:37 pm. We did not receive any responses. Please read this communication from the community manager below:

Vehicles parked in our community that are not registered and appear to be abandoned will be towed. In this instance we did reach out trying to identify the owner before the truck was towed.

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

Thank you,

***** *****
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

Customer Answer
Date: 01/16/2025
Hello, well the issue still is yet to be resolved. I was living there and no, my truck was not for sale at the time. This had costed me over $2,000 just in tow yard fees, key making fees, because the key was in my car at the time is was stolen off the property from me.

A general email notice will not suffice.
Business Response
Date: 01/22/2025
Hello *** *****,

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

While we understand you state that you lived at our community, there is no record of you on a lease agreement, nor of your vehicle being registered at **************. For your vehicle to be registered, we require that you must be on the lease of the household where youre residing. Any vehicles unregistered may be towed at any given time per our parking policy that all residents agree to.

To further clarify, we reached out via email to all lease holding residents on 12/3/2024 regarding a vehicle that had been parked in our visitor parking space for an extended length of time and appeared to be abandoned. The photo you provided of the Truck for Sale looks like this same vehicle. We are not in any way making any claims or disputes about whether the truck was for sale,only referencing the photo you shared.

After this communication went out to all residents, we did not receive any responses. Vehicles parked in our community that are not registered will be towed. In this instance we did reach out trying to identify the owner before the truck was towed. Please find below the communication sent by our community management team:

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

Thank you,
***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Initial Complaint
Date:11/22/2024
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.
Problem Description I am filing a formal complaint against Malibu Canyon Apartments regarding the final charges for my unit (#***) after move-out. The total charge of $2,512.01 is unreasonably high, and the management team has not provided clear explanations or sufficient evidence for these charges. My concerns are as follows:Notice Fee ($1,562.67): This fee was added without any explanation or prior notice. I have not received documentation justifying this excessive charge.Damage Charges - Full Paint ($520.75): Photos taken before move-out show the walls were in good condition, with no significant damage requiring a full **************** Charges - Full Clean ($175.00): I thoroughly cleaned the apartment before moving out, as evidenced by my photos. This charge appears arbitrary.Squirrel Damage: Some damage was caused by squirrels, an issue that falls under property management responsibility, not the tenants.Threat to Sell My Information: The management team threatened to sell my account to a third-party collection agency if I dont pay the balance, raising concerns about the misuse of my personal information.Communication Issues: Management was frequently unavailable during office hours throughout my tenancy, and I experienced the same issue after move-out. Recently, I called during business hours but was told I was calling "outside business hours," making resolution nearly impossible.Desired Resolution I request the following actions:A detailed, itemized breakdown of all charges, including reasons and evidence (e.g., photos, inspection reports).A reevaluation and removal of any unjustified charges, particularly the Notice Fee, Full Paint, and Full Clean fees.A prompt resolution to this matter.If this issue cannot be resolved amicably, I reserve the right to pursue legal action to protect my rights.
Business Response
Date: 11/26/2024
Hello Peilin,

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

We have reviewed your records with Malibu Canyon and our ************* After Move Out Team involving your move out charges.

You have expressed our management team has not provided clear explanations or proof of your charges. I will address your concerns as you have listed them in your case description.

Your Notice Fee - In Malibu Canyons lease agreement it is indicated that a *********************************************************************************************** the event proper notice isnt given appropriate fees will apply. Reminders about the required 60 day notice to vacate are shared with all residents at the time renewal offers are sent.
Your notice to vacate ************* was provided on 7/5/24 with a move out on 8/12/24. This totals to a 38 day notice and not the required 60 days. However, the apartment was only vacant for 16 days instead of the full 22 days. You were only charged for 16 days at $97.67 per day for a total of $1562.67.

Damage Charges -Due to the black streaks and small scuffs on the baseboards and walls a full paint was required totaling $520.75. We prorate paint charges on a four year cycle to account for the expected lifespan of interior paint. Normal wear and tear refers to the natural deterioration that occurs over time that include fading due to sunlight and minor scuffs. The scuff marks and black streaks found in your apartment fall under damage as they go beyond typical use and require professional repainting. Please see the Inspection photo attachment.

Full Clean Charge The apartment was not thoroughly cleaned as a full refrigerator of items was left behind along with other items. We could have charged for a trash out which we did not. A professional cleaning was charged at $175.00.

Squirrel Damage Damage to the patio was not caused by squirrels but by weather and normal wear and tear. You were not charged for any of this damage.

Threat to Sell Personal Information: When a resident moves out with a balance with no payments made, we attempt to reach out to the former resident over a 6 to 8 month period providing plenty of time before their account is sent to collections. With no payment or plan set up to pay we will turn over the account to our third party collection agency *******. They can be reached at ************ if you have any questions.

Communication Issues - We apologize if at any time you felt our customer service did not meet your expectations. Any concerns expressed or that may have been previously missed, we would certainly take the time to address. Our ************* After move Out team shows logged communication activity with calls made and emails sent monthly regarding your account.

We have re-evaluated your move out charges and all charges are justified. There are no unjustified charges that will be removed.

Please refer to the provided attachments for further clarification.

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

Thank you,

***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

Customer Answer
Date: 11/27/2024

Complaint: 22593558

I am rejecting this response. I am providing an update to my previous complaint regarding the unreasonable charges imposed by Malibu Canyon Apartments after my move-out. Based on their response and additional evidence, there are significant discrepancies between their claims and the established guidelines under California law, including their failure to comply with the 21-day rule for final statements and their misalignment with normal wear and tear definitions and paint lifespan standards.

1. Violation of the 21-Day Rule for Security Deposit and Final Statement
Under California Civil Code Section ******, landlords must provide an itemized statement that lists deductions from the tenants security deposit, along with receipts, within 21 days after the tenant moves out. If the landlord does not comply with this timeline, they forfeit their right to retain any portion of the deposit.

In my case:

I moved out of the apartment on August 12, 2024, and ************************ did not provide the Final Itemized Statement until September 4, ****** days later.
The California Tenants Guide emphasizes that the itemized statement must be mailed or personally delivered to the tenant. Failure to meet this deadline invalidates any deductions made from the deposit.
This violation alone invalidates the charges imposed on me, including those for painting, cleaning, and notice fees.

2. Misalignment with Californias Definition of Normal Wear and Tear
Malibu Canyon Apartments claims that minor scuff marks on the walls qualify as "damage" and justify full repainting. In their response, they defined normal wear and tear as:

"The natural deterioration that occurs over time with regular use of a property. Examples include fading paint due to sunlight exposure or minor scuffs from everyday activities."
However, this definition directly aligns with California Tenants Guide, which also considers such conditions as normal wear and tear that landlords cannot charge tenants for. Furthermore, California law distinguishes between:

Normal wear and tear: Minor scuffs, fading paint, and marks caused by regular use, such as furniture placement, are the landlords responsibility.
Damage beyond normal wear and tear: Includes large holes, unauthorized painting, or permanent stains.
The scuff marks referenced by Malibu Canyon clearly fall under normal wear and tear, as described in both their definition and California law. These do not justify charges for repainting. Their interpretation conflicts with both their own definition and the legal standard.

3. Paint Lifespan and Proration Standards
Malibu Canyon Apartments stated that they use a four-year paint cycle to calculate prorated charges. However, according to the California Tenants' Guide:

The standard lifespan of interior paint is two to three years, not four years.
Tenants who have lived in a unit for more than one year should only be charged a prorated portion of painting costs based on this shorter lifespan.
Repainting is only chargeable if the damage exceeds normal wear and tear, which they have not demonstrated with sufficient evidence.
Given that I lived in the unit for one year, any charges for repainting should be prorated to reflect the two-to-three-year lifespan of interior paint. Additionally, Malibu Canyon Apartments has failed to provide sufficient evidence of damage exceeding normal wear and tear.

Request for Resolution
I respectfully request BBBs assistance to ensure ************* Apartments:

1, Cancel all charges outlined in the final statement, including painting and cleaning fees, due to their failure to comply with the 21-day rule under California Civil Code Section ******.
2, Provide confirmation that these charges have been removed from my account.

Thank you for your time and attention to this matter.

Sincerely,
****** Wang
Business Response
Date: 12/13/2024
Hello Peilin,

We appreciate you reaching out to our BBB partners regarding your rejection of our initial response. We have addressed your rejection statement below.

"I moved out of the apartment on August 12, 2024,and ************* Apartments did not provide the Final Itemized Statement until September 4, ****** days later. The California Tenants Guide emphasizes that the itemized statement must be mailed or personally delivered to the tenant. Failure to meet this deadline invalidates any deductions made from the deposit. This violation alone invalidates the charges imposed on me, including those for painting, cleaning, and notice fees."

Your move out statement was initially closed on 8/26/24 and was emailed to you the same day using the email we have on file, **************************** have never received a forwarding address from you and the only address on file is your ************* address. We still mailed your final account statement on 8/27/24 to your ************* address hoping that your mail would be forwarded to you. We have attached a copy of this statement for your reference.

Since this statement was mailed, your apartment has been re-rented decreasing the notice fee and revising your final account statement. Your final balance due is $1471.26.
As we emailed and mailed your final account statement to you by the deadline you cite in the California Tenants Guide, there will not be any other revisions to your balanced owed.

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

Thank you,
***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care.
Initial Complaint
Date:10/24/2024
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.
I am filing a complaint against The District at *************** due to non-transparent and fluctuating utility fees that were not fully disclosed during the lease signing process.When I signed my lease, I was informed that there would be an amenity fee, which I reasonably expected to remain consistent, as is typical with most residential buildings. However, I later found out that I am responsible for a portion of the buildings FPL (Florida ************** bill, which was not clearly communicated upfront. These utility fees fluctuate monthly without a clear or predictable pricing structure, causing financial strain and uncertainty.After conducting research, I discovered that 71% of the reviews for The District at *************** are 1-star, with many residents citing the same issue of unpredictable and inconsistent fees. Had this information been transparently communicated during the lease process, I believe many of these complaints could have been avoided.I am requesting the BBB to investigate this matter and encourage the management of The District at *************** to provide clearer communication and a more predictable utility pricing structure for current and future tenants.Thank you for your time and attention to this ********** can see numerous complaints from residence at the following link: ****************************************************************************************
Business Response
Date: 10/29/2024
Hello *******,

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

We have reviewed your records with the District at *************** involving your utility pricing concerns.

************* Manager, ******* *****, worked with you a few months ago and explained in detail the utility billing process. A breakdown of recurring charges plus an estimate of total utility costs were also explained and reviewed.

At the time of move in The District at *************** provides a utility breakdown sheet for every new resident. We have attached this information with this response.
The information provided was clear and direct and our lease agreement states the tenant is responsible for utilities. Please see this attachment.

Conservice provides detailed information in the provided breakdown sheet given to all new residents on how our utility bills are calculated as well as water, sewer and common area electricity charges are calculated.

We will not be making any billing adjustments.

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

Thank you,

***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

Customer Answer
Date: 10/29/2024

Complaint: 22467261

I am rejecting this response because:Complaint: 22467261

I am rejecting this response because: This documentation wasnt provided to me until after I signed the lease and received the keys to my apartment. When asking for the *** bill it was not provided. If Im going to be charged something I should be able to see the numbers to do the math myself. A number of residences are complaining about how vague this is as well. If over 71% of tenants are complaining about how clear this is there is a problem. The breakdown covers water meter in detail but is vague about ***. It also states cable and internet but that is not part of our units, information was given to me for Internet providers to setup my own account at my own expense. If you want to abide by this documentation you need to abide by everything it states. Cable and internet should be available in the unit at no additional cost if we are already paying for this.

Sincerely,

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

Business Response
Date: 11/20/2024

Hello ******* ******,

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

We have reviewed your records with the District at *************** involving FPL and utility billing in the lease agreement. We have attached the October and November FPL statements as you requested.

In addition, we have attached a copy of your lease agreement which you had signed before moving in and highlighted portions of your lease agreement pg.3 Section 5 B (i) and (ii) which explain utility billing and RUB (ratio utility billing) in detail.
We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

Thank you,

***** *****
Shared *************************************
Email: ***********************************
***********************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

Customer Answer
Date: 11/21/2024

Complaint: 22467261

I am rejecting this response for the following reasons:

I contacted Conservice, and they confirmed there is no cap for the utility fees being charged. Ive forward this information to ******* the property manager. The average range provided by your property manager indicates these fees can go up to $100. However, based on the billing statements provided and my personal bill, the fees are beginning to exceed this amount.

According to my lease, I am responsible for the utilities specific to my apartment, for which I have a separate FPL account. Despite not being home for an entire month, my bill increased, which raises serious concerns. Additionally, the fact that my October bill was lower than my November bill, yet I was charged a higher fee in November, is troubling and lacks transparency.

This situation has caused my monthly costs to exceed $200 above my base rent, making it unaffordable and unsustainable for me. I need clarity on my options to terminate the lease, as I cannot continue to absorb these escalating costs that are beyond my budget.

Sincerely,

******* ******
Business Response
Date: 12/09/2024
Hello ******* ******,

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

We have reviewed your records with The District at *************** involving Early Termination of your lease due to Utility bill pricing and job loss. We see that the community manager,******* ***** has accepted your 60-day notice with a Move-Out day of Monday,February 3rd. No further action is needed. There will be no additional penalties.

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

Thank you,

***** *****
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Initial Complaint
Date:10/21/2024
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.
I was not satisfied with how the move out billing has been handled by Hillcreste apartments. I lived there for one year, the apartment was in relatively good condition at the time of move out. I was charged $495.93 for full paint of the walls $155 for flooring $165 for full clean I do not agree with the paint charge. I was told that because I only lived there for one year, I am responsible for the entire $495 to repaint the wall. I do not agree that the entire apartment wall need to be repainted as it was in acceptable condition, some wear and tear from living there but not needing complete repainting. The company claims that if people live there for more than 4 years, then this painting fee will be waived as it reaches the paint's natural life time. It is completely the company's decision to repaint the wall and I do not agree that the wall need to be repainted, therefore I do not believe they are entitled to charge me for this painting. I am also not happy with the company's policy regarding 60 day notice for move out. Most rental places in ** accept 30 day notice and the company has plenty of time to have new tenants with more than 30 day notice. I informed them as soon as I found my next apartment which was 50 day ahead of the end date of my lease, they charged me *************************************************************************************************** for those 10 days. I don't think it is fair to require 60 day notice for move-out. Most apartments in ** can't tell you the availability beyond 30 days. What this company requires is not compatible with the regular rental market in **. I was charged at least $100 per day for the 10 day lapse. I attempted to discuss with the rental office and then with the move out team, both of which were unable to adjust the bills. I request a refund of the painting fee and the 10 day of rent. My rent at the time of move out was $3270/month.
Business Response
Date: 11/08/2024
Hello ** ****,

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

We have reviewed your records with our ************* After Move out Team involving the charges for repainting the apartment and also regarding the extra 10 days of rent.

Your move out date was set for 07/09/2024 in which you were responsible for the 9 days of rent that you had possession of the home. You had paid this prior to vacating so there were not actually 10 extra days of rent charged at any point here nor was there a charge for insufficient notice.

The paint charges were explained to you via email on 7/15/2024 and the photos documenting that there was more than general wear and tear are attached along with the painting charge. We certainly are able to explain further if you would like.
We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

Thank you,

***** *****
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Initial Complaint
Date:10/18/2024
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.
I moved into unit 201 at ****************** operated by AIR communities in April. Since then, I have had a litany of problems (I have photos please ask) from nearly every appliance failing in some way to roaches and rats to black goop coming out of the pipes to maintenance leaving my freezer open after working on the fridge, spoiling everything. They have also entered my unit multiple times without consent; my electronic door with an app notifies me when someone enters while I am gone. This has happened after 10pm before. In each successive month I have lived here, the trash bill has increased substantially. At this stage, it is $131 PER MONTH. I live ALONE. The bill began around $50, and has steadily gone up in cost each month. I fill maybe 2 regular store brand bags of trash per month. I have not once exceeded that amount of trash. At this unit, we take the trash down several floors to the basement and throw it into the dumpster ourselves. The dumpster area always visibly has rats walking around it. There were rats throughout the complex these past months. I need the company to cease with the artificially increased trash bill. My old unit was within $80 in rent of this one, yet trash there was under $25 and it included someone picking it up from your door. This is a blatant ripoff of the tenants at my current unit at *******, run by air communities. The complex manager has repeatedly told me he would check on it or try and fix it so they are aware. It has been a monthly process of trying to fight, when you try to follow up (happy to provide screenshots of communication to display I was polite to them) they do not respond to you until after the bill is due on the first. I believe they do this to force you to pay, as the trash is paid along with utilities and rent, which obviously cannot be skipped.
Business Response
Date: 10/24/2024
Hello *****,

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

We have reviewed your records with ****** *****, ****************** Manager involving your maintenance requests and your trash fee billing.

I will address your concerns below:

Maintenance Issues: I have had a litany of problems (I have photos please ask) from nearly every appliance failing in some way

All the appliances have been repaired, no parts were ordered as they were easy fixes, and all completed within 24 hours.

Pest Control: The dumpster area always visibly has rats walking around it. There were rats throughout the complex these past months.

There were no pests in your specific unit, however there was a community wide problem. We have remedied the problem outside of the building,by adding metal plates, sealing holes, adding Styrofoam sealant in all HVAC units. We have completed pest control in every individual unit. It was an extensive two-week process and there has been no pest activity since this project was completed.

Utility Costs and Increase to Bill: In each successive month I have lived here, the trash bill has increased substantially. At this stage, it is $131 PER MONTH. I live ALONE. The bill began around $50 and has steadily gone up in cost each month.

Our Community Manager is working with senior management on a solution, to help compensate for the increased trash charges. Conservice is our utility billing provider and charges for the entire building are divided by all occupants. Due to this billing method, the fees can vary month to month.This information is in your lease agreement and the sections below provide clarification.

We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
Thank you,
***** *****
Shared ************** | *********************
Office:************
Fax:************
*******************************************************
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care.

Customer Answer
Date: 10/31/2024

Complaint: 22440646

I received a phone call from the area manager a week ago saying that this month plus a few months back of trash bills would be credited to my account.
Even though this ignored the high trash bills for the couple of months before that, I accepted the offer on the phone because I was happy to have a few months of money back and assumed that meant they wouldnt try and charge me $100+ for trash anymore going forward.
All the bills are due tomorrow afternoon and nothing has changed on any website I can view my balance from. I am still being charged over $100 for trash for this month, and so far I have walked down one bag of trash and a box to the dumpster all month.
I have followed up with management, who have either ignored my calls and texts or the other manager did respond and say the credits were coming, but they never came.
In the meantime the elevators have been broken all week and I got another notification (mentioned in prev. post) that maintenance was inside my unit at 10pm while I have no open maintenance requests.
Because of these, it is difficult to take these guys seriously, as of now it really seems like nobody cares.

Sincerely,

***** *****
Business Response
Date: 11/20/2024
Hello ***** *****,

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

We have reviewed your records with Tremont involving credits to your account for your trash service and follow up from management. Your trash service charge has been refunded for September, and November and will be refunded for December as well.

In speaking with your onsite manager, he has mentioned that he has reached out to you and committed to a closer partnership. He will be touching base with you weekly to ensure you are comfortable and enjoying your home.

The elevator was down for service a few Sundays ago but has been repaired and is functioning normally at this time. Also, to answer your concern of maintenance notices late at night, those are likely a closing notice that goes out to the entire community after an order for a community wide function ,such as a fire alarm check, has been opened and completed. It doesnt indicate that someone has been in your home. Your manager can explain in detail during your next conversation.

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

Thank you,

***** *****
Shared *************************************
Email: ***********************************
***********************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
Initial Complaint
Date:09/30/2024
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 moved out of the Villas at ************ in *********** but have not yet received my security deposit. Below is a summary of the situation:The Villas sent me an email with a statement indicating that my remaining deposit amount is $1,038.41 after deducting the cleaning fee and utilities. However, there was no clear mention that a check would be sent. When I followed up, they informed me that a check had been mailed to my new address, but it was neither cashed nor returned to AirCommunity. ************ then requested that I submit a notarized affidavit, which I did. I also requested the refund be processed via ACH transfer to my bank account instead of a ******** has now been 17 days since I submitted the notarized affidavit and 2 months since moving out, and I still have not received my deposit. Despite my inquiry, the representative has not responded to my questions regarding when the refund will be processed.I consider the series of events surrounding this case as a deliberate attempt with a bad faith to delay the return of my security deposit. I am not even certain whether the check was actually sent to me, and despite having no responsibility in this matter, I was compelled to comply with the unreasonable request of getting the affidavit notarized at my own expense and time. Since I have not received a detailed explanation regarding the deposit refund process from either Villas or ************** I would like to reiterate that, despite being faultless in this situation, I am the only one suffering from the pain and inconvenience of the deposit not being refunded.What I want is 1) a clear timeline when the refund will be completed, 2) a prompt return of my deposit, and 3) a sincere apology from those responsible.I want AirCommunity to be reminded that California law requires security deposits to be returned within 21 days of move-out. It has been almost 21 days since I submitted the notarized affidavit.Thank you for your attention.
Business Response
Date: 10/09/2024
Hello
Ellie,

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

We have reviewed your records with our Customer Care After Move
Out Team involving your security deposit refund.
Your
ACH deposit was processed on Thursday, October 3rd, 2024. Generally
these funds should clear your bank account within 3 business days and you
should see the amount of $1038.41 deposited by 10/9/24.

This deposit refund originally was mailed to you on 8/6/24 within the allotted
21 days that California law requires. Unfortunately you never received this
refund and this check #0000000643 was considered lost. We sent you a lost
check affidavit which you completed and returned.

If
you have not received this ACH deposit by 10/11/24, please reach out to our
Customer Care After Moveout Team and we will follow up with an audit in
locating your refund.

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

Thank
you,

Susan Porritt
Shared Service Center | Reputation Management
Email: [email protected]
4582
South Ulster Street, Suite 1700 | Denver, CO 80237
Our Mission: To consistently provide quality
apartment homes in a respectful environment delivered by a team of people who
care
Initial Complaint
Date:09/11/2024
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.
Dear Better Business Bureau,I am filing a complaint about 707 ***** Apartments due to several unjust and opaque charges I have encountered. As a nurse struggling with the recent rent increase, I decided not to renew my lease, notifying the apartment complex within my lease term. However, I have been penalized with fees that appear unfair and inconsistent with my lease ************ concerns are as follows:Unjust and Hidden Fees: I have been charged fees not mentioned in the lease agreement or clearly communicated beforehand. These charges seem both unfair and inconsistent with the terms I agreed to.Penalty for Insufficient Notice: Although I notified the management of my intent not to renew the lease within the lease term, I was penalized for not providing a full 60-day notice. The lease only mentions such charges if notice is not given outside the lease term.Lack of Assistance and Transparency: Management has been unhelpful and continued to impose unfair fees. They also backdated my lease start date, which seems to falsify vacancy records.Failure to Provide Final Walkthrough: I requested a final walkthrough as required but was not accommodated, affecting the fair assessment of the apartment's condition.Unjust Cleaning and Painting Fees: Despite having the apartment professionally cleaned and left in excellent condition, I was still charged for cleaning and painting. These charges do not align with the apartments requests or the condition in which I left the apartment.I seek your assistance to address these issues and ensure fair treatment. Thank you for your attention to this matter.
Business Response
Date: 09/20/2024
Hello ****,

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

We have reviewed your records with 707 **************** Manager and our ************* After Move Out Team involving your move out and final charges.

These fees you were charged are the insufficient notice fees and move out charges. In 707 ****** lease agreement it is indicated that a ************************************************************************************* the event proper notice isnt given appropriate fees will apply. Reminders about the required 60 day notice to vacate are shared with all residents at the time renewal offers are sent. We encourage all future residents to review their leasing documents prior to signing and strive to remain transparent on lease requirements by providing reminders when necessary.

In regard to your notice to vacate, you provided a 10-day advanced written notice to vacate on 8/23/24 for a move out on 9/2/24. Our Notice to Vacate policy clearly states we require a 60-day written Notice to Vacate. No real explanation for giving only a 10-day notice was given other than needing it to work with your finances.

Our Community Manager and agents made weekly contacts regarding your renewal plans for 2 months with no response. Our Community Manager responded to all emails, calls and texts promptly. In your recent conversation with our Community Manager, you agreed that she responded quickly but was still not flexible with the notice fee.

We did not backdate a lease, as the signed lease start date was agreed upon as August 30, 2023. The move-in date recorded is August 30, 2023. This was to ensure the 1-month free promotion would apply,as it would not have applied if your lease started on 9/2.
Our pre-moveout inspections need to be completed two weeks prior to the move out date. We received your email requesting a pre-moveout inspection on 8/29 at 5:55 MDT. Our representative responded to you on 8/30 at approximately 2:00 pm, MDT. With that Monday,September 2nd being a holiday, there was no one available to complete your inspection.
Please review the attached photos showing the condition of your apartment after your move out. There were areas missed during cleaning that included cabinet drawers, the inside of the microwave, areas in the bathroom and items left in the refrigerator and not discarded.

We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
Thank you,
***** *******
Shared ************** | *********************
Email: ***********************************
************************************************************;
Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

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