Complaints

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

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  AIR Communities

  4582 S Ulster St Ste 1700 Denver, CO 80237-2641

  
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  Boston Lofts

  828 17th St Denver, CO 80202-3122

  
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  Meadowcreek

  5131 Williams Fork Trl Boulder, CO 80301-3401

  
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  The Fremont Residences

  13021 E 21st Ave Aurora, CO 80045-7454

  
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  Royal Crest Estates North Andover

  50 Royal Crest Dr North Andover, MA 01845

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:07/25/2024

  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 leased a 2-bed 2-bath apartment from the Reserve at ************* from 7/15/23/-7/15/24. Upon moving out, I was charged a cleaning fee (100$) and a full paint (285.75$). I requested photographs that justified this charge as we had the unit painted and cleaned before our move out. The photographs provided do not justify either charge. When I inquired further, I was told that it is a standard move-out charge for a full paint and clean regardless of unit condition. Additionally, the justification for the cleaning was hair found in an HVAC closet which only maintenance has a key to open. There are no photographs they can provide of any dog hair. To my understanding, the charges are not in the lease we signed or legal in the state of *******. I do not believe I am responsible for paying them.On page 10, item 20 of my lease, move out is described and normal wear and tear is the verbatim condition that the apartment was to be left in. I believe this apartment was left in such a condition. I am only asking to not be charged for damages as there were no damages proven to **** have a voicemail recording from ****** (the leasing manager) stating her justifications. I had it transcribed but I have the original voicemail as well.

  

  Business Response

  Date: 07/31/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your records with *********** at ************* and our ************* After Move Out Team involving your move out charges on your final account statement.
  
  These charges have been verified with you by our Community Manager as well as our ************* After Move Out team as correct, both verbally and via email. You have been provided with photographic evidence that corroborates the charges associated with your move out.
  
  The charges are accurate. Someone did some touch up painting inside the apartment using the wrong color paint and it was very visible. When walking the unit, you were able to see where all your furniture was, where the couch was, your bed,dresser, etc.
  
  You have been provided photos to verify the cleaning fee is also accurate. The oven photo particularly showed it was not properly cleaned.
  
  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:07/23/2024

  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 am writing to formally lodge a complaint against Pacific Bay Vistas, located at ******************************************************************************************************. My concerns are outlined below:- Deposit Issues: - Delayed Return: Our security deposit of $1,000 was not returned within the legally mandated 21 days after we moved out of the apartment in July 1st, 2024. This delay is in direct violation of California law. - Unjust Utility Charges: The landlord used our deposit to cover utility charges for ***** which were not listed in our resident portal prior to our moving out. This action is unjust as we were not given the opportunity to pay these charges before vacating the premises. - Normal Wear and Tear: Despite thoroughly cleaning the apartment before vacating, we were still charged for normal wear conditions. This is unreasonable as normal wear and tear should not warrant deductions from the security deposit. We have video and picture evidence.- Refund Amount: The landlord is attempting to refund us only $386.71 out of our $1,000 deposit, which is unjust given the conditions outlined above.- *** (Emotional Support Animal) Letter Issues: - Initial Rejection: Upon moving in, the landlord refused to accept our valid *** letter because it was issued by a doctor they did not recognize. This caused significant stress and inconvenience as we had to obtain a second letter from another doctor. - Unwarranted Charges: Approximately nine months after moving in, the landlord attempted to charge us for our ***. This issue was only resolved when we provided a second *** letter from another doctor, which they finally accepted.We lived at the apartment complex from March 2023 through July 2024. These actions by Pacific Bay Vistas demonstrate a pattern of unreasonable and potentially unlawful behavior. We seek a resolution to these issues, including a full refund of our improperly withheld deposit and an assurance that other tenants will not face similar issues in the future.

  

  Business Response

  Date: 08/01/2024

  Hello *********,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Pacific Bay Vistas and our ************* After Move Out Team involving your listed concerns.
  
  Delay in receiving refund in violation of CA law. You moved out on 7/1/24. The refund check was mailed as of 7/16 which is within the 21 day time period. If the delivery was delayed past the 21 days that would be due to issues with ***** Unfortunately, there are times where **** can be a bit delayed when delivering an item, however our only obligation here is to ensure it is shipped within 21 days of move out.
  
  Unjust utility charges. You mentioned dissatisfaction for having final utilities taken out of your deposit as opposed to being able to pay at move out. However those final totals are not available until after the move out takes place at which point current and all utility charges in arrears (typically ***** days) are posted to the account.
  
  Charged for normal wear conditions. Professional cleaning is a requirement at move out. We also needed to paint in this home which is prior to the life expectancy of our paint (4 years), so we do consider this above normal wear and tear.
  
  The charges on your final account statement are accurate.
  
  Emotional Support Animal Letter Concerns
  The requests for reasonable accommodation submitted to us were for roommate *****************.
  The first was on 2/17/2023 and came from a provider affiliated with a provider that is known to sell Emotional Support Animal letters, *****************************, MD.
  ****************************** is associated with ESAVerification.com and previously was associated with other pay to diagnose providers and as such the letter was denied.
  Pacific Bay Vistas offered the opportunity to provide supplemental documentation for review.
  The presence of a disability was not questioned.

  
  As there is no federally or legally recognized Emotional Support Animal verification or certification resource, these are associated with purchased letters and anyone with or without a disability can pay a nominal fee for them to produce a letter showing a disability and need for an emotional support animal without ever being met or treated by a medical provider.
  Charges were only added to this account with the presence of an animal was noticed and the previous denial was still in place
  On 11/2/2023 we received a new letter from a provider not associated with a pay to diagnose provider that sells letters that created a nexus between a disability and the request for reasonable accommodation An approval letter was issued and a new animal addendum was created to indicate the presence of an animal in the apartment with no charges associated
  
  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:07/16/2024

  Type:Service or Repair 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.

  This complaint is against ParkTowne Place regarding an "Insufficient Notice Fee" of $3,458.13 and severe issues experienced during the tenancy. Our lease agreement lacked clear instructions on how to submit a Lease Termination Notice, contributing to our unintentional non-compliance. The renewal notice we received was inadequately communicated and inconsistent in terminology. We explain below how the owner breached the lease agreement.Intoxicated Front Desk Employees: On multiple occasions, front desk employees were visibly intoxicated, posing a significant safety risk to residents and failing to provide proper assistance.Defective Door Locks: We were locked out of our apartment twice due to defective Yale digital door locks, each time waiting over four hours for emergency maintenance. The front desk employee initially refused to assist us until we threatened to call the police, prompting him to find our information.Unauthorized Entry: Despite not consenting to property staff entering our apartment, a maintenance worker entered without permission to change the lock, waking us up and breaking our privacy.Smoking-Free Policy Violation: Despite the building being advertised as smoke-free, we frequently smelled marijuana, making our living conditions intolerable.Missing/Stolen Packages: We constantly faced issues with missing or stolen packages, with repeated requests to review security footage being ignored. Front desk employees often appeared intoxicated, further exacerbating the problem and creating a dangerous environment.A/C Issues: We reported a foul odor from our A/C unit, which was never addressed. Later, we found dead mice in the building, confirming our suspicion and causing a serious health hazard.Unleashed Dogs: Residents frequently allowed large dogs to roam without leashes, creating an unsafe living environment. This is particularly concerning given my past experience with dog bites, making me feel unsafe in the building.

  

  Business Response

  Date: 07/23/2024

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

  We appreciate you reaching out to our BBB partners and bringing your concerns to our attention. We take all resident feedback seriously and strive to address any issues promptly and fairly. Below, we have addressed each point in your complaint and provided clarification based on your lease agreement and our records.
  
  Insufficient Notice Fee: The notice requirement for terminating your lease is outlined in the signed contract, which stipulates a 60-day notice period. This notice period is essential for allowing management sufficient time to market the apartment. While we acknowledge the late notice, we have mitigated the damages and will reduce the insufficient notice fee to $1,168.50.
  
  Intoxicated Front Desk Employees: Our records do not indicate any prior complaints from you regarding intoxicated front desk employees. However, we are aware of an incident involving an outsourced third-party concierge suspected of being intoxicated. This individual was promptly terminated by our contractor. We encourage all residents to report any such incidents immediately to ensure swift action.
  
  Defective Door Locks: Our maintenance team responded to both reported issues with your door lock. It is important to note that while you reported the door lock issues, our maintenance team entered the apartment to address and resolve these reported problems. This action was in line with our policy to ensure the safety and functionality of your apartment.
  
  Unauthorized Entry: We understand your concern regarding privacy. However, entry by maintenance staff was to address the reported lock issues, as documented. We apologize for any inconvenience this may have caused and will review our procedures to ensure better communication in such situations.
  
  Smoking-Free Policy Violation: Your lease agreement includes a clause acknowledging that while we strive to enforce a smoke-free environment, we cannot guarantee complete compliance by all residents. We make every effort to address violations promptly when reported.
  
  E. No Guarantee or Warranty. Neither Owner nor Owners Representatives guarantee or warranty Residents health or the smoke-free condition of the designated smoke-free areas. Resident acknowledges that the success of Owners efforts to make the designated areas smoke-free is dependent on voluntary compliance by Resident and others. Resident acknowledges that Owner's adoption of a smoke-free living environment and the efforts to designate the Community or portions thereof as smoke-free do not in any way change the standard of care that Owner would have to Residents household to render buildings and Apartment Home designated as smoke free any safer, more habitable,or improved in terms of air quality standards than any other rental premises.
  
  Missing/Stolen Packages: As outlined in your lease, management does not accept parcel-sized deliveries. This service is provided by a third-party operator, Luxer One, and the landlord is not responsible for lost or stolen packages. We encourage residents to register with Luxer One for package deliveries and ensure they follow up directly with the provider for any issues.
  COMMUNITY POLICIES AND PROCEDURES - CONVENTIONAL

  Deliveries and Package ******************************** Will Not accept normal parcel-sized deliveries for a resident. If the Community is equipped with a package locker system (the Package Lockers), all packages will be delivered to the Package Lockers. Resident understands that the Package Lockers are operated by a third-party vendor unaffiliated with Landlord. If Resident elects to use the Package Lockers, Resident shall register with the Package Lockers vendor and pay all associated fees. If Resident elects not to utilize the Package Lockers, Resident shall make alternate arrangements to have packages delivered to another location. Landlord shall not be liable for lost or stolen packages.
  

   A/C Issues: Our records indicate that our team was alerted to a general odor concern in your apartment in November 2023. Despite investigations, no pest control activity was detected. We regret any discomfort this caused and recommend reporting any future issues immediately for prompt resolution.
  
  Unleashed Dogs: Owners of pets in our community are responsible for keeping their dogs on a leash. Any violations reported with sufficient information for identification result in a lease violation notice to the responsible resident. Given our proximity to a busy park, it is possible that these concerns also relate to outside dog walkers.
  
  
  We hope this clarifies the issues you raised and provides assurance that we are committed to maintaining a safe and comfortable living environment for all residents. Should you have any further questions or require additional assistance, please do not hesitate to contact us. You can also reach out to ********************************* and we will be happy to assist.

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

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:

  Thank you for addressing the concerns outlined in my complaint.

  I accept your proposal to reduce the insufficient notice fee to $1,168.50.

  Given the $1,000 deposit you hold, I will pay the remaining balance of $712.01, which includes the outstanding amount for the insufficient notice fee and the final utilities statement. This payment will be made promptly once you update the outstanding balance in my account on the Park Towne Place resident portal.

  I expect this matter to be resolved swiftly and without further complications.

  Sincerely,

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

• Initial Complaint

  Date:07/02/2024

  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 moved out May 31, 2024 and was my deposit was withheld and after I submitted proof of invoice and services, I was credited my fee. The issue is I have been requesting numerous times for evidence such as an inspection report to understand how they arrived at the conclusion to charge me the cleaning fee. I can't imagine how many other residents were taken advantage of during this move out process. I need answers to why they charged me. I have attached the email chain for further context. thank you. Move-Out Address:*********** Residents *************************************************

  

  Business Response

  Date: 07/10/2024

  Hello *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with *********** involving your recent move out. Attached you will find your requested inspection report.
  
  Our Community Manager and our ************* After Move Out Team have been in recent contact with you to explain the charges on your final account statement.
  
  You were billed for cleaning until you did provide a professional cleaning receipt on 6/20/24. This cleaning charge has now been removed from you final account statement.
  
  Our Community Manager and our ************* After Move Out Representative have both been in communication with you to review your move out and notice to vacate process. It has been brought to our attention by you that you felt the apartment was going to be remodeled after your move out and we do not show this to be true.
  
  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:06/01/2024

  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 May 1st, we sent documentation to air communities at villas at ************ in ***********, ca due to excessive stalking and unsafe living conditions because of a neighbor. We were ignored for weeks even though we sent multiple follow up emails only to be contacted by them with threats, they even filed for eviction and would answer any calls. We then received a move out invoive for ***** which is insane. I have filed with lahousing and the small courts. We only owe 14 days rent. civil code ******, managment even knew about the incident because they spoke with the person.

  

  Business Response

  Date: 06/10/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Villas at ************ involving your request to be released from your lease obligations with a billing adjustment on the grounds you were living in unsafe conditions, were being excessively stalked by a neighbor and you were a victim of domestic violence due to a noise dispute from this neighbor.
  
  You have already worked directly with Villas at Park La Breas legal representative, **********************************, Attorney at Law with HC Law. You have been advised the documentation you have provided through your third party representative does not fall under the specific provisions of the Fair Housing Act and the **** (Violence Against Women Act). Villas at ************ has not agreed to allow you to be released from your lease obligations.
  
  Please refer any further questions or concerns to *********************************, Attorney at Law. ************************.
  
  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: 06/10/2024

   
  Complaint: 21788573
  
  I am rejecting this response because:
  

  I'm not sure where the confusion comes from in the civil code and the women's right act or whatever other laws you mentioned that I didn't meet the provisions for, however, this all boils down to the fact that I was physically threatened and harassed by a neighbor. I have this on cell phone video when she was still at my door harassing me and I asked her to leave again just a few weeks after moving in. There are a myriad of other documented incidents of harassment and stalking that I submitted in a timely manner after the building management employees encouraged me to not file a police report and let them handle it on their own. I paid my rent on time every month and depended on this management company to keep me safe. They failed. I had to leave for my own safety which is documented. I was then sent an invoice for a debt that I do not owe after lawyers ignored and neglected to speak with me for weeks. I am compiling all of this information so that I can use it for additional consumer complaints with the ************************************* and I am currently researching what options there are for complaining to the State Bar of ***********

   

   

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

  Customer Answer

  Date: 06/15/2024

  I am reaching out again because I am honestly at my wits end with how this situation is being handled. I hired legal help and was told that the attorney representing the case with ************ was suspended for two years. Upon further investigation, I am not the only one who has had troubles with this exact same attorney with this exact same type of issue with eviction and ***** related rights. I have now been ignored for 15 days and have had no contact from this person because she refuses to accept anything and is using her own bias information to correlate with provisions of an act that our case has nothing to do with, I have now sent several emails stating the law in which she should already know as an attorney that proves that we were stalked and harassed which is why we use the civil code 19 46.7 underneath the provision of stocking was defined in the subsection. Over the course of my one year lease I have sent over nine documented instances of where my neighbor went from a disturbing neighbor to harassing and stalking, and made me fear for my own safety and those who live with me. She threatened to physically assault me and my animals, I even went and purchased rugs to place in all rooms of the apartment to reduce the footsteps. This did not do anything as she repeatedly would bang on my door and the roof and I was going to file a police report but was promised by management that this would be taken care of, and this is documented as well. I have been asking for weeks to receive the invoice of 14 days rent plus utilities owed because that is the law underneath the civil code 19 46.7 The last correspondence I have received was via BBB telling me to talk to attorney, but that attorney has not responded in 15 days and is refusing to accept any information. I will be filing with the state board law of **********. This is truly unacceptable.

  

  Business Response

  Date: 06/21/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  You have been in direct communication with Villas at ************'s legal team via e-mail. At this time you have not provided legally sufficient documentation to support your claims and this has been verified by them with you. As such,Villas at ************ will not be waiving your monetary liability for the balance that is owed to us.
  
  Since you have not met the conditions to break your lease without the required fees, the final move out statement that was sent to you and reviewed with you by the ***************** After Move-out team will stand.
  
  Villas at ************ also has not discouraged you from filing a police report at any point.
  
  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: 06/21/2024

   
  Complaint: 21788573
  
  I am rejecting this response because:

   

  i appreciate you taking the time to actually read this because you were no help at all, the lawyer helping literally was suspended for not following right eviction and tenant laws and is refusing our documents because she wants to when we did everything right and this was confirmed by three different organizations that she said we didnt meet the provisions for so i spent weeks contacting them and sent exactly their response and we sent her proof and her not answering is very negligent. not shocked since its public record she was suspended for the same thing. 

   

  how can my document not be valid when it was written into the law to be filled out exactly what we did. I dont understand how even with me proving i was in fear of my safety, you clearly do not care and if you need proof about contacting management about the police report i also can provide that. 

   

  please see the attached
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/08/2024

  
  Hello,
  
  The Villas at ************ are of the opinion that ********************************* did not properly certify his request by not following the requirements for a 3rd party to certify that what he is claiming qualifies to allow him out of his lease with only 15 days of rent liability.
  
  The Villas at ************ (hereinafter The Villas) do not agree with the interpretation of the code sections that he is relying upon. It is The Villas interpretation that the person claiming to be acting in a professional capacity (as outlined below) must use documentation that displays the letterhead of the office, hospital, institution, center, or organization, as appropriate, that engages or employs, whether financially compensated or not, this counselor, caseworker, or advocate. The paperwork provided from ********************************* did not contain this information.
  
  Further, The Villas is of the belief that the person who this documentation was provided from, if he is holding himself out as a qualified 3rd party to certify someone's circumstances, is doing so under false pretenses.
  
  There is nothing stated by ********************************* in his rejection of our response to his BBB complaint that changes our decision.

  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:05/29/2024

  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 out of my apartment at *************** in ********* in July of 2023. Before my move out I attempted to schedule a walk through with maintenance via phone calls, voicemails, text message and email. No one ever got back to me to schedule a walk through. The maintenance manager finally called me Thursday evening the day before my move out date and said my walkthrough was right then. I was at work and did not schedule this walk through. He told me I could FaceTime him and he would go to my apartment. After the FaceTime they proceeded to send me a list of charges for painting, new stove, cleaning etc. They told me I was not getting my $700 deposit back and I owed them an additional $600. This is illegal because I was not given a walkthrough nor a chance to remedy any issues they listed. They ignored my concerns and sent me to collections. I want my credit cleared and any money back I am owed.

  

  Business Response

  Date: 06/07/2024

  Hello *********,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Laurel ******** involving your final account statement.
  
  It is not mandatory for our residents to be present at their final inspection. Our ************* After Move Out Team informed you of this last year and you were advised the inspection would proceed without your presence.
  
  Our Team last spoke with you on 10/12/23 and you were informed to please contact them by the end of business on 10/19/23 to avoid your account being sent to collections. We did not hear from you and your account was sent to our third party collections. A representative from our ************* After Move Out Team will be reaching out to you with contact information for ******* to proceed with resolving your balance with them. ******* 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
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21777487
  
  I am rejecting this response because: I was not given a proper move out walk through nor was I given notice. Furthermore by law I am to be given time to remedy issues they allege. I was given zero time for this. The yelp reviews all support my complaint. It is obvious the residents are not at fault it is ***************. Thank you. 

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

  

  Business Response

  Date: 06/20/2024

  Hello *********,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  *************** no longer requires a pre-move out inspection. However, if one is requested by a resident we will certainly accommodate and can set an appointment during our business hours.
  
  You received a move-out confirmation email on May 23, 2023. The email includes the steps on how to set up your optional Pre-Move-********************** reserve the right to schedule a pre-move-out inspection with our service team. To schedule, please send an email to: ************************************************ with your date and time preferences. Please include the following details:
  Full name, community, and apartment address.
  Date and time preferences. Please note that pre-move-out inspections can occur within 14 days of your 07/21/2023 move-out date. Our service team is generally available during weekday business hours (9 am - 5 pm)
  
  Our records do indicate that a pre-move out inspection was requested by you.The *************** on site team are only available to schedule an appointment Monday Friday. You were only available on the weekends and were unable to accommodate an appointment during these business hours. This is the inspection where possible damages would be noted so that residents could make repairs themselves.
  
  Please reach out to ******* going forward concerning your account. They 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
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21777487
  
  I am rejecting this response because: Laurel ******** is not sharing all available information. I will be taking this case to small claims court. Thank you. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/24/2024

  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 am writing to you regarding a concerning situation I have experienced with a company called Preserve at *****, and its affiliated subsidiaries. When trying to find the company on the Secretary of State website, all I could find was THE PRESERVE AT MARIN COUNTRY CLUB, **** (*******), and they are not in good standing. This matter has become increasingly distressing, and I seek your assistance in resolving it.In September 2023, I was searching for a new place to live and considering several rental properties and considered applying to live in an apartment owned by Preserve at *****. I filled out an application and was asked to provide my credit card information to reserve potential apartments, pending approval of my application. However, before my application was approved, the lease sales representative repeatedly tried to pressure me into accepting rental terms and a move-in date I was not interested in. Despite my clear communication that I was not interested in the rental terms and date she proposed, the representative continued to harass me.While the application was still pending approval and the company requested additional documentation for the process, Preserve at Marin charged my **************** card $3,059 without my authorization. To add to the strangeness of this situation, they charged it under a different company name: Preserve at ******. This charge was unrelated to my application status and was made without any signed lease agreement in place. Despite my repeated statements that I did not want to rent from their company, Preserve at ***** refused to refund the charge. I successfully disputed the charge with ****************, who reversed it.The harassment did not end there. Preserve at ***** and its associated companies, which operate under different names such as Preserve at ******, as well as other names, have continued to call me relentlessly, leaving threatening messages. To my shock, they also recently sent the disputed charge to collections, jeopardizing my credit rating, despite the reversal of the unauthorized charge. Theyve even sent emails asking that I contact them about my move out information. Again, I have NEVER lived there, nor agreed to live there.These aggressive and unethical business practices are deeply concerning. I have never lived in their apartments, nor agreed to any lease. This ongoing harassment and attempt to damage my credit rating is unwarranted and distressing. Furthermore, it appears this company may be preying on vulnerable populations, such as seniors, by making unauthorized charges and using deceptive practices.I respectfully request your intervention to address this matter and prevent Preserve at ***** and its affiliates from causing further harm. Please investigate the companys practices, especially their unauthorized charges and deceptive communication. I seek your assistance in stopping this harassment and any attempts to damage my credit rating.Thank you for your attention to this matter. Please contact me at your earliest convenience for any additional information or documentation you may need to proceed with your investigation.Note: ********************** is attempting to collect $3,091.85++. This is the information about the ******************* COLUMBIA DEBT RECOVERY LLC DBA ******** *****************************, TOLL FREE: ************** MONDAY-FRIDAY 8AM TO 5PM PST

  

  Business Response

  Date: 06/04/2024

  Hello ********,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  Preserve at ***** is owned and managed by AIR Communities,located at ***************************************************. We have no affiliation with the Preserve at ******************, Inc.
   
  We have reviewed your records with Preserve At Marin regarding your application. You applied for a 3 bedroom, 2 bathroom apartment on September 14,2023. All applicants must pay a non-refundable application fee of $59.00. To apply for an apartment we also ask all applicants to pay a holding fee of $3000.00 for a 3 bedroom, 2 bathroom that removes this apartment from the market and we hold it while an application is being processed. Once your application is approved this fee becomes your security deposit for the length of the lease to be refunded at the end of the lease if no damages have occurred. You completed your application and paid our application fee and holding deposit totaling $3,059.00.
  
  At the time of your application our Community Manager felt you were excited about the apartment. Unfortunately you asked for negotiations that we could not accommodate. At the time of application you were advised you had a 72 hour window to withdraw your application to receive a refund of your holding fee/deposit back. You waited well outside of this window before canceling your application and we processed your payments. Since you put a stop payment on these funds with your credit card, ***************** you have a balance due to us of $3059.00. You authorized this payment when you provided your credit card information to complete your application.
  
  Attempts were made to contact you through emails sent by representatives of our ************* After Move Out Team the first dated 10/16/23. Follow *** were made 10/24/23 regarding your balance due and a final attempt was made through email on 12/7/24 advising you to make payment arrangements or your account may be considered to be sold to a third party collection agency. On 1/2/24, we offered you through email a one time offer of an 80% reduction of your balance owed bringing the amount owed to $611.80. We did not hear from you and your full balance owed was sent to our third party collections agency, ******** on 3/7/24.  You can reach out to ******* at ************ with any questions.
  
  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:04/23/2024

  Type:Service or Repair 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.

  My partner and I rented an apartment from Air Communites at their *********** location in *******, **. We signed an 18 month lease with them, and faced a number of neighborly, managerial, and administrative issues. At month 8 of our lease, we had enough of and formally requested to be released from our lease term. Management did not approve this. At the end of our lease term, per the move-out instructions, we were instructed that there was a mandatory cleaning fee as well as the utilities up until the move-out date that would be taken out of our security deposit. We even met with the maintenance staff prior to move out to confirm those would be the charges that we should expect. Shortly afterwards, a $225.93 full bedroom paint charge was taken out of our security deposit, which was NOT expected or disclaimed to us. Per the formal move out instructions they sent us, we were told that paint would last four years (with normal wear and tear) before any re-painting should occur. Aside from a couple photos and TVs hung from the walls during our 18 month lease, we should not be charged for an entire apartment being re-painted for that cost. There was minimal "living" in the apartment, especially after trying to leave 8 months into the lease term. This business manipulates and hides behind hidden fees and outrageous rent costs and more attention should be brought to their misconduct.

  

  Business Response

  Date: 04/30/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  You and your partner **** leased your apartment in June 2022 with a move in date in October 2022. This was prior to our current Community Manager taking this position and she was not directly involved In your leasing process. She was however able to interact with both of you on your move in day. During this time you expressed dissatisfaction with the layout of your apartment stating that it differed from what you both had anticipated. All of our one bedrooms are the same floorplan and they can be just flipped. After resolving that your couch order would fit you both expressed the home was fine and moved forward with your move in plans.
  
  Shortly after your move in concerns were expressed regarding your integration into the community. You both expressed feeling isolated due to perceived age disparities among our residents and sought advice on engaging with your neighbors. We suggested attending our community events as an opportunity to connect with fellow residents. You both acknowledged this suggestion but you never attended any events.
  Throughout your lease term, we received complaints from neighboring residents regarding noise disturbances originating from your apartment. These complaints included heavy footsteps, balcony appearance, door slamming, and loud TV volume. While you never reported noise disturbances from your neighbors, it became evident that your behavior was causing discomfort to those around you.
  In one instance, you both requested to be released from your lease following a verbal altercation with a neighbor. Despite your request, it was determined that the terms of your lease did not warrant early termination. It's important to note that our team's role is to facilitate a peaceful living environment for all residents, but we cannot be held liable for interactions between residents.
  Regarding your request to waive move out charges totaling $51,000, I believe this amount is excessive and unjustified. While we recommend waiving painting charges, it is essential we uphold our standard procedures and the terms outlined in your lease agreement. It's concerning that you both have resorted to negative reviews and escalation to the BBB without fully engaging in the resolution process with our team. You did receive detailed information on what to expect when moving out.

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

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

   

  Customer Answer

  Date: 04/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of waiving painting charges is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/19/2024

  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 applied for an apartment at ******** communities in ***** for $1920 in September 2023. I paid for my application fee, and then was told by the manager that the apartment I applied for did not exist and that I could get another apartment in the building for $2800.As you can see, this is a scam to lure unsuspecting renters to pay an applicable fee for an apartment that does not exist at the price point listed, as most people cannot then pay $780 more per month for another apartment. They continue to run this scam to hundreds of potential renters by advertising a low price and then saying the apartment doesn't exist and not refunding them. This adds up to potentially hundreds of thousands of dollars in profit for the company.This company them sent this bill to debt collectors as punishment.

  

  Business Response

  Date: 03/25/2024

  Hello ****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your records with ******** involving your application and your request for the return of all disputed fees.
  
  We have waived the $100.00 application fee but the $40.00 return fee will remain valid following your dispute with your bank. This will need to be settled with the collection agency.
  
  Please reach out to ******* at ************ for any additional questions and to make arrangements for the balance.
  
  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: 03/25/2024

   
  Complaint: 21454017
  
  I am rejecting this response because:

   

  This company has falsely advertised an apartment for $700-$800 less than the actual cost as a way to receive a surplus of applications. After the company receives money from the false listing, the unsuspecting renter is then told the apartment does not exist, and that they can apply for another apartment that costs 40% more.
  
  
  This is a blatant revenue generating operation of luring a renter who, under good faith, believes they are applying for a rightful apartment, only to be misled by a sudden increase in rent prices. As a result of this false posting, the company receives a monetary benefit of the application fee which they tell the applicant is non-refundable.
  
  
  If they were honest about the real cost of the apartment, the renter would not have applied and would not have to pay for an application fee (as in my case).
  
  
  I applied for this apartment believing it would cost $1970, which is in my budget. When the complex informed me it was actually $2700 a month, it was clearly no longer in my budget, causing me to lose my application fee.
  
  
  This is completely an unethical way to make money from people, and I should not be held accountable for the fees associated with me disputing this cost. The only reason I had to dispute it is because they would not refund me (for their false advertisement of property).
  
  
  Again, this company should be liable for the consequences of their actions (false advertising). Unfortunately, it appears they still do not see any wrongdoing on their part, and will continue to run this operation for more renters looking to find a home (only to be tricked out of $100).
  
  
  
  
  Sincerely,
  
  Abby Pan

  

  Business Response

  Date: 04/15/2024

  
  Hello ****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  Our ************* After Move Out Team has recently spoken and reviewed with you and confirmed that your balance of $40.00 that was transferred to a collection agency has been waived and your account with the collection agency has been closed. Your $100.00 application fee has been refunded.
  
  Pricing on apartments is always subject to change prior to an application. At the time of application current pricing for the quotes, if a non-expired quote is used, will be applied.
  
  We apologize for any inconvenience that this may have caused you and we hope that this clarifies your inquiry.
  
  Thank you,
  
  Best ****************************************************************** | *********************
  Email: ***********************************
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  Date:03/16/2024

  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.

  This property Royal Crest is charging multiple fees with unset prices being shown. Their lease states no daily late fee for rent but in a sub section it states tenant must pay daily late fees. This property needs to be investigated. Big time. They charge for parking but never monitor parking. My parking price has fluctuated when its supposed to be a set price. Trash is left out every morning to be picked up just out in the open. Animals chew it constantly. This property claims to be smoke free everywhere online on the property. But constantly the hallways smell like Marijuanna. Yet when I complained I was told we cant do anything because the laws. Never do they actually address concerns. Street lighting is almost none in the neighborhood I have almost been hit twice. Speed limit is 10 but they have a tiny sign that nobody can see. I asked them to update it a month ago. Have not done it. Please shut this property down. Every tenant I talk to is just completely fed up

  

  Business Response

  Date: 03/21/2024

  Hello Mac,
  
  We appreciate you reaching out to our BBB partners regarding your concern. We have reviewed your records with *********** Estates Warwick to address your concerns.
  
  The Definition Annex to Apartment Lease clearly states the Late Charge is $50 and the Late Charge Date is the 2nd of the month.  The amount defined for the term Daily Late fee is N/A.  This page is used to define the terms in the Apartment Lease. This Apartment Lease is a standard lease that is used throughout the company.  Any term used in the Apartment lease that needs clarification is defined in the Definition Annex to the Apartment Lease.There are other properties in other states that *** in fact charge a daily late fee.  The verbiage on Page 2  in clause 3B states there the following:
  
  B. Late Payment and Late Fees. If in any month Resident does not pay and Landlord does not receive all Rent and all other amounts due under this Lease before the Late Charges Date, Resident shall pay the Late Charge and shall pay the Daily Late Fee for each and every day that Rent and such other amounts are not paid from the Late Charges Date to the date that Rent and such other amounts are paid in full. 
  
  This allows the landlord to charge these fees which are defined in the Definition Annex to Apartment Lease.  This is a common practice for Legal documents. 
  
  It is clearly stated what is charged and your ledger will reflect the $50 late fee charge and never any daily late fee.   
  
  The parking addendum you signed shows that your monthly parking charge is $18 month which he has been charged correctly up until you were placed on notice on 2/22/24.  It looks like when the unit was placed on notice, the move out date was incorrectly set to 2/22/24 which caused the charge to stop.  We then adjusted the move out date to 4/15/24, but it looks like the parking charge was not adjusted to reflect the new move out date.  Therefore, the parking charge was accurate up until the date of notice.  Instead of charging you more for parking, we left it as it is.  In essence, you have received free parking for the remainder of February, March and 15 days in April.
  
  When you brought up an issue with smelling marijuana in the building, you told our Community Manager who you thought might be responsible, That resident told our Community Manager he never smokes in the building or apartment and that he *** have smoked in the car once before.  He was reminded that smoking in a car on the property is not allowed which he agreed to.  Residents in the building were followed up with to see if they smelled marijuana in the hallways or in their apartment to determine if it could be coming from a different apartment and at least 4-5 other residents in that building mentioned that they do not smell marijuana in the building or their apartment.   We also have a vacant apartment in that building so we are constantly touring it and maintenance was just working in there and never once smelled marijuana in the building. You mentioned it *** happen at night when staff is not  there so we had our service manager who was on call that week step into the building on a few different occasions when he was called out for a service request at night-and no smell of any marijuana.  We advised him to even call police if he smelled it but he didnt want to do that.   We had a conversation with an officer that responds to calls in the community.  He suggested that we have the resident call the police department to document these cases.  Although it is legal to smoke in the homes in ************,it is a violation of tour Smoke Free Addendum.  If ******************* were to take legal action, it is best to provide Police Incident Reports as documentation.  Also, per the smoking addendum which you signed, it states specifically we cannot guarantee the smoke free condition of the designated smoke free areas and is dependent on voluntary compliance by our residents and others.
  
  Our cleaning Vendor is contracted to take the trash out from the community trash rooms every morning and bring it to the curb. Then the Vendor has another employee drive a truck around to pick up all the trash bags.The bags are then disposed of in the dumpsters located in a designated location.   Any trash observed on the sidewalk is only there for a short time.  Any spillage is required to be cleaned up after pick up. Daily, we have the entire service team drive our community to pick up and dispose of any trash found on the property. There is not a recent complaint on file that states the trash is being left outside too long where animals have the opportunity to access the bags.  I dont dispute it is happening.  I would counter that if it does happen, we are diligent to clear any garbage that is removed by animals. 
  
  We have LED lights at the entrance of each building and light posts throughout our parking lots.  If a resident has a specific location that they feel is not properly illuminated, we will look into adding more lighting.  All entry ways and walkways of the property are illuminated. There are areas of the property that are not properly illuminated.  It is very difficult to illuminate every location on a property of this size.  Our priority are the areas where people walk including parking areas, walkways, entryways, and garages.  The amenity spaces, like the Clubhouse that are open for resident use are also equipped with lighting.    
  
  We have speedbumps throughout the property and a sign showing 10 mph.  If we see anyone driving fast, we contact them directly to remind them to slow down.  All team members are responsible for monitoring the speed of vehicles on site.  If a vehicle appears to be driving too fast, a notice is sent and a phone call is made.  Many offenders are not residents of the community.  ************* is over 80 acres and there are over 492 apartment homes.  Vehicles that cant be notified could be guests of our residents, ride share drivers, and delivery persons. We take all the best efforts to curb driving through the community including signaling individuals to remind them to slow down if it is safe to do so. 
  
  We apologize for any inconvenience that your concerns *** have caused you and we hope that this 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: 03/22/2024

   
  Complaint: 21442694
  
  I am rejecting this response because:

   

  the property has no proper lighting. Its almost blackout at night here. They are hoping nobody and knowing nobody is going to verify these claims from the BBB. I am going to walk through tonight and record all the lighting they claim is wonderful. Theres countless lights that have birds nest completely blocking the light bulbs. They never have once walked through when I report the weed smell. They only walk through during the day time. When nobody smokes because its business hours. They constantly let people park in front of buildings. Do nothing about it but email them. And dont check on the weekend. They clearly state that we have one sign which is extremely small and in a dark corner. Again, will provide photos for the better business bureau. Many of these claims by the property are extremely incorrect and should be ashamed to lie in this manner. When you can talk to any resident here and they will tell you how poorly this property is managed. 
  
  Sincerely,
  
  ********

  Customer Answer

  Date: 03/22/2024

  My complaint was the speeding sign. They clearly said they havent fixed it. I will be gathering ample photos and video today to prove this property just lied officially to the BBB 

  Customer Answer

  Date: 03/22/2024

  Section B. Late fees tenant must pay daily late fee