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

  
• 

  AIR Communities

  2100 N Ursula St Aurora, CO 80045-7407

  
• 

  Township Residences

  901 E Phillips Ln Centennial, CO 80122-2986

  
• 

  One Canal Apartments

  1 Canal St Boston, MA 02114

• 

  Prism

  50 Rogers St Cambridge, MA 02142

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:03/12/2024

  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 went to an apartment complex and applied for an apartment. The leasing agent processed it and the application was rejected, probably due to my credit score. The agent said she would waive the application fee. Now, 8 months later, Air Communities is contacting me telling me I owe a fee of $50. They said they just discovered it. They wont ask the leasing agent if or why she waived it but said they refuse to waive it. I think after all this time, they should waive it. It was their agent who did not charge me so its their responsibility. $50 is a lot of money and I live paycheck to paycheck. Since it was their mistake, they should take the loss.

  

  Business Response

  Date: 03/14/2024

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  Our ************* After Move Out specialist has contacted you and a resolution was met regarding the application fee of $50.00 in question. As discussed, we are not able to waive this fee as your application was processed.
  
  We will close your account and cease pursuing the outstanding balance of $50.00 on our end. Please note that even though we have closed this, the outstanding balance may remain on your rental history.
  
  In speaking with our team member you did express your gratitude and we hope this clarifies your BBB inquiry.
  
  We apologize for any inconvenience that this may have caused you.
  
  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:02/21/2024

  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.

  My wife and I are both officers in the military. I serve our soldiers as a physician and my wife as a nurse. We currently work at ****** **** and live in the apartments near the hospital. We have never been late for a payment in our life or had any issues with the law or any place we lived. However, our new apartment building, the Elm recently sent us an eviction notice for late utility payments even though we have our payments set up as automatic. When we looked into our bill, they are charging us for gas and HVAC. We already pay HVAC through our electric company (confirmed by PEPCO-attached) and there actually is no gas in our apartment (it's not even on our lease). When we bring this up to management they say someone will get back but they never do. Please help take these charges off. I would hate this to affect our credit negatively in the future. It's such a shame that this has been handled so impersonal, especially since rent for a two bedroom is > $4,000 and a parking space is near $200.

  

  Business Response

  Date: 02/29/2024

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  First let us thank you and your wife for your military service.
  
  We have reviewed your records with The Elm and we would like to address your concerns.
  
  You were served one eviction notice dated 11/15/23 that was generated due to an unpaid balance related to your utilities that were not included with your set up of auto pay from your bank account. This has since been addressed directly with you by our Regional Property Manager, ******************* and our Community Manager, *************************** and your auto pay now includes your utility charges. All charges that were incorrect have been reversed in your ledger starting with September, 2023 through February, 2024. March will be reversed on 3/1/24. The Elm does have natural gas and your apartment has a natural gas water heater. Please note that Conservice has always managed The Elms HVAC charges even with prior management.
  
  Any late charges you have incurred are not reported to credit bureaus and will not affect your credit standing.
  
  You mentioned that your emails from late November asking for a break down of your utilities were never responded to. Our Community Manager, now *****************, would like to know what email you have been using as ***** had never received any emails from you. If he had you certainly would have received a response. You may contact **** at ************************************ if you have any concerns moving forward.
  
  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:02/07/2024

  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 rented with Meadow Creek Apartments, owned by Air Communities, until just last year. Over $130k in total sent to them in rent payments, on time every month for many years. When I moved out, they got nasty fast. They gave me notice they would be tacking a "cleaning fee" onto my final ledger. I advised them under Colo. Rev. ***** ********* they must provide a list of damages if they are going to charge me for cleaning or repairs on moveout. They ignored the legal nudging and continued forward with their plan of charging me before they'd even inspected the unit.I reported this through multiple channels to the offending business, and all of those channels stuck to their guns on the matter. I withheld the full amount of my deposit from my final rent payment and provided the explanation that they were illegally withholding my deposit, and as such, I shorted the rent amount by that value.They responded by sending me an additional ledger for "late fees" for the remaining payment, in addition to some final payments necessary for my remaining utility bill. I went online to go pay the utility bill (I was not intending to pay their late fees), but they had locked me out of the payment system entirely.I notified them of this, and they did not reply. A few days later I got a call allegedly from the county court clerk's office asking if I had any questions "about my case tomorrow." I had never been made aware of any case nor served any papers. I was not able to verify the legitimacy of this call, but it seemed like a scare tactic. I called the court clerk's office the day of the alleged trial, and they told me it had been filed but immediately dropped.I later found another ledger billed to me from Meadow Creek for attorney's fees. After not paying their bogus fees, they sent me to collections and had my credit damaged. This is unacceptable and needs to be remediated through whatever authority is necessary.

  

  Business Response

  Date: 02/13/2024

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern. I have reviewed your concerns and communication with our ************* After Move Out Team.
  
  Our Meadow Creek Team and ************* After Move Out team will always work with a mutual atmosphere of respect. However, their many times of communicating with you found you to be very disrespectful and vulgar towards our staff.
  
  After repeated attempts providing you with information of past due rent and fees you informed us that you would not be paying. We started the eviction process in March of 2023.
  
  Your account has been escalated to a third party collection agency, ******** and we will not be accepting payments from you as your account is now theirs to resolve. Moving forward your concerns should be directed to ******** 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: 02/13/2024

   
  Complaint: 21262495
  
  I am rejecting this response because:
  

  Vulgarity does not excuse you breaking the law. Had you been willing to work with me on this, I would not have been vulgar towards you. As it is, your organization promptly refused to even review the fault let alone address it, then you took after me through a number of legal and financial avenues. Of course I was vulgar; I stand by every word of it. You shitlicking bootfucks must be sincerely ******** if you think that is unreasonable at this point.

  My lawyer is on retainer awaiting response from this complaint. We'll be seeing you in court soon should you choose not to amend the situation.

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

  Customer Answer

  Date: 02/13/2024

  Read their response. They are still refusing to acknowledge the fees they tacked on were illegally done, as were the tactics they used to come after me, falsely representing the court of law. They have done nothing to address my concerns and continue to call the fees "late fees" when they are "illegal fees."

  

  Business Response

  Date: 02/29/2024

  Hello Chase,
  
  We appreciate you reaching out to our BBB partners regarding your concerns.
  
  To address your first question if we plan to drop any fees, no, we do not. On 3/11/23, you were served a demand for rent which incurred the late fee.  ******** law states the late fee to be 5% of the balance owed which is charged on the 8th day of the month. You were contacted on 3/21/23 to follow up with us before a legal process began. Our *************** did try and speak with you however the call was disconnected when we tried to discuss past due balances.
  
  An email was sent to you on 3/21/23 where you stated you intentionally shorted your payment by $400.00 to account for your security deposit. A security deposit would not be used to apply to current balances. Since payment was not made in full we followed ******** guidelines to continue with the legal process.
  
  In Meadow Creeks lease agreement it is indicated that a ************************************************************************************* the event proper notice isnt given appropriate fees will apply. You did not provide us with a 60 day notice to vacate and late termination fees were applied.
  
  You were made aware of the cleaning charges by the attached email that was sent to you at the time of your notice to vacate. You were welcome to be present for your move out inspection but you would of needed to schedule that with our onsite team.
  
  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: 02/29/2024

   
  Complaint: 21262495
  
  I am rejecting this response because: You are flat out lying. I have the email communications that were sent to Meadow Creek with absolutely no response. You can shove the "disconnected call" claim where the sun doesn't shine. Not only is that irrelevant, a phone call has no basis of factchecking nor a followable trail of communications. That's why I use email; there is a paper trail to follow. I have that paper trail clearly showing Meadow Creek's refusal to communicate after reaching out multiple times in the initial inquiry. Where's your paper trail? Your lies will not stand in court.

  Now let me address a few specifics here:
  
  "You were made aware of the cleaning charges by the attached email that was sent to you at the time of your notice to vacate. You were welcome to be present for your move out inspection but you would of needed to schedule that with our onsite team."

  Firstly, I would "have" not would "of" needed to schedule that with the onsite team. Am I communicating with children here? Let me get this straight. I was made aware of cleaning charges by the attached email sent to me at time of notice to vacate. But you're telling me I would need to be present for a move out inspection. So which is it? You charged me before doing a move out inspection or you never attempted to charge me at all? The letter said the cleaning service *is already scheduled* with a rough estimate on the cost. I did not agree to this and under ******** state law, you cannot legally charge it without providing a list of damages. That list was never provided. You linked a list of damages to this report, which is my first time seeing it, a year later. The "damages" reported are all basic wear and tear as defined by HSG-0601G Appendix 5: **********************************************************. Thus, under ******** state law, you cannot withhold my deposit for this, and I will be pursuing legal action for the behavior.

  This is why I withheld the amount of $400.00 from my rent. You told me you are illegally witholding my security deposit. I withheld an equal amount and requested remediation, but Meadow Creek, as stated above, flat out refused to acknowledge the breach of state law. You are *still* refusing to acknowledge the breach and worse, you're telling me that it is my responsibility to be there for accurate move out charges. That's not what ******** state law says.

  You clearly have no intent to resolve this, so leave it as a blemish on your BBB reports. To follow that, a blemish in court will be filed against Meadow Creek soon. I look forward to recovering my deposit in treble.

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

• Initial Complaint

  Date:01/23/2024

  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.

  The business was given information to run an application for a lease. They did not provide a decision or process my application. I pay them first months rent plus $100 application fee. I received an email that they needed more information and that my decision was conditionally excepted. By the time I click this link, the link was broken. When I asked them to send me a new link, they said they were not able to enter reach out to the leasing manager. The leasing manager requested me to pay them $100 directly via **** to reinstate the application which I did, never heard back from them. They did not process my application or make a decision and they're saying that I owe them another hundred dollars after paying ****. They did not process my application and still charge me an exorbitant amount of money. When I ask the company themselves to handle this, they push me back to the leasing manager, who is obviously nefarious. Her name is **** and she works at the flamingo property in ***********. Air properties has not been able to either process my application or provide a refund and is saying that I owe them another hundred dollars. This is a scam, this is fraud, and this is not how business is shall be run in *****************. If you look on Air properties, they have three stars on ****** reviews for the ******************** residence. The reviews are mostly from the residents who were taken advantage of. They seem to have a reputation for charging their residence close to $2000 extra a month in fees and charges above the rental price. Agreed to. I highly recommend that you look into this company. Additionally, they ran my credit which lowered my score for no reason because they did not provide a rental decision.

  

  Business Response

  Date: 02/02/2024

  Hello ******,

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

  
  We have reviewed your records with ******************** involving your request for your application fee and holding fee/deposit to be refunded. A total of $1600.00. Your disputed amount is $5100.00.

  
  Our application process requires an agreement to our terms and conditions as well as a two nominal fees for processing and holding of the apartment. This includes the application fee of $100.00 per applicant 18 years of age and over and it is not refundable, and the holding fee is $1500.00 dollars to take the apartment you applied for off the market and be held for you. This amount was paid and processed on 12/23/23 which at that time your application was approved with proof of income. After thorough review of the proof of income provided, unfortunately the income was unable to be validated due to inaccuracies, and when supplemental documentation was requested, it was not provided. As such, due to the amount of time between application being submitted and receiving documents that could not be validated, the holding fee became non-refundable when your application was cancelled on 1/2/2024.

  
  In reference to the additional $100.00 you mention, this was to complete the processing of your co-applicant, ************************

  
  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
  

  

  Business Response

  Date: 02/02/2024

  Hello ******,

  Please refer to an email I sent to you from *************************************** Because I had not heard back from you about the attachments that were too large to send through the BBB hub I responded with our response only to **************************

  Could you please forward the attachments that are in the email sent to you on 1-31-24 to ****** please?

  I appreciate your time and support!

  Thank you,

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

   

  

  Business Response

  Date: 02/06/2024

  Hello ******,
   
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ******************** involving your request for your application fee and holding fee/deposit to be refunded. A total of $1600.00. Your disputed amount is $5100.00.
   
  Our application process requires an agreement to our terms and conditions as well as a two nominal fees for processing and holding of the apartment. This includes the application fee of $100.00 per applicant 18 years of age and over and it is not refundable, and the holding fee is $1500.00 dollars to take the apartment you applied for off the market and be held for you. This amount was paid and processed on 12/23/23 which at that time your application was approved with proof of income. After thorough review of the proof of income provided, unfortunately the income was unable to be validated due to inaccuracies, and when supplemental documentation was requested, it was not provided. As such, due to the amount of time between application being submitted and receiving documents that could not be validated, the holding fee became non-refundable when your application was cancelled on 1/2/2024. 
   
  In reference to the additional $100.00 you mention, this was to complete the processing of your co-applicant, ************************
   
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
   
  Best ****************************************************************** | Reputation Management 
  Email: *********************************** 
  ***************************************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

• Initial Complaint

  Date:11/03/2023

  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.

  Absolutely predatory company. Charging insane fees. We ALWAYS submit payment via the portal with our bank accounts (ach deposit), we added a new bank account and attempted to process a payment. Per the activity on the account which was told to us by Air communities representatives, I added the correct account and attempted to pay with it but the portal defaulted to the wrong account, resulting in a $130 fee. $80 for late and $50 for NSF. We spent the ENTIRE day trying to pay and get the fees removed as we literally have the money and had sufficient funds. ************* refused to do so. If it wasnt an extremely predatory $7000+paying the rest of your lease in order to move out, Id have move out of this god forsaken apartment. It took us FOREVER to get them to replace a vent in our bathroom that wa a literally growing black mold, including an air conditioning unit which had the same. Horrible living conditions, horrid leasing department and extremely predatory practices overall. Wild they wont just waive a fee and accept their money.

  

  Business Response

  Date: 11/09/2023

  Hello ****,

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

  
  We have been in contact with you since your payment was returned to you. We do see you have added an additional account however when your rent was paid the wrong account was chosen to make the payment.

  
  As a one time courtesy in June, we have already removed a late fee. We will not be removing this late fee or NSF fee from your account as ******************* ****** was not at fault.
  No action will be taken to make any billing adjustments on your account.

  
  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: 11/09/2023

   
  Complaint: 20823147
  
  I am rejecting this response because:
  The one time courtesy made in **** was your fault, so I dont understand how thats a courtesy to me. Yall even admitted it was your fault. You have the phone recordings. ************* continues to prove itself as a company with predatory fees. $130 fees when we tried to pay the exact same day and attempted to multiple times and yall wouldnt accept payment is wild. Rent is already overpriced, nobody needs a huge fee tacked on as well.

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

• Initial Complaint

  Date:10/20/2023

  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.

  On October 12th, I had a face-to-face meeting with ************************* in the leasing office. During our conversation, it was mentioned that the application would involve a holding fee of $750 to reserve the unit. However, upon completing the application on October 14th, I was prompted to deposit $1,500. This discrepancy was unexpected, as our initial discussion indicated a different amount. Moreover, there was no explicit mention, either during our meeting or on the application, about the nonrefundable nature of this deposit.On October 17th, I communicated to ******* that a move-in date of October 17th was too soon for my schedule. Instead, I expressed a preference for a November 1st move-in date. In response, ******* informed me that my desired date was unavailable, but she kindly offered to place me on a waiting list. I gratefully accepted this option. However, the following day, I was informed that an 11/1 move-in date was possible, provided I signed all necessary documents that very day.By October 19th, due to unforeseen circumstances, I chose to withdraw my application. Upon informing ******* of this decision, she acknowledged and confirmed the withdrawal. When I inquired about the return of my deposit, she stated that the deposit was nonrefundable due to the approval of my application, noting that only a denied application would warrant a refund.Given our prior discussions and the lack of clear communication regarding the nonrefundable nature of the deposit, I kindly request that the deposit be reviewed for potential refund. It is essential to maintain clarity and transparency in such transactions, and I believe that addressing this issue would ****** a stronger relationship between prospective tenants and ******* Place Apartments.I appreciate your attention to this matter and look forward to hearing from you soon.

  

  Business Response

  Date: 10/23/2023

  Hello ***,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  We have reviewed your records with ******* Place involving your application for an apartment. On Saturday,10-14-23, you applied for a one bedroom that was the only one available on the second floor with a balcony. Our leasing agent, *************************, approved your application, emailed you a next steps and move in guide all on the same day.******* Place is closed every Sunday and Monday so on Tuesday, 10-17-23 your move in day, ******* reached out to you but she did not hear back from you. You both connected on Wednesday, 10-18-23, where it was decided you would be waitlisted. Further discussion led to an offer to push your move in to 11/1/23 but we were informed by you that you had applied and been approved at another apartment community. We informed you your holding fee would be forfeited. You did say you were unaware yet you were sent our application information where the rules of forfeiture of a holing fee are outlined.
  
  We understand your frustration but the apartment was held for you even though you chose not to lease it. We also offered to apply your holding fee towards a future 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: 10/23/2023

   
  Complaint: 20761830
  
  I am rejecting this response because:

  Dear *****,

  I wanted to discuss a few aspects of my recent interaction with your team regarding the application process for ******* Place.

  -Disclosure and Clarity about Non-Refundable Holding Deposit: During our face-to-face meetings, there was no mention that the holding deposit was non-refundable. This crucial detail was also not highlighted during the application process. It was only after reaching out to ******* that I received a 38-page disclosure document bearing my electronic signatures. For the sake of transparency, such vital information should be communicated clearly from the outset.

  -Right to ************************** my application approval, I was under the impression I had 24 hours to reconsider, yet the non-refundability of the holding deposit was not stressed upon even at this juncture. This lack of clarity can be perceived as misleading to applicants.
  

  -Communication and Lease Documentation: I have attached a record of my conversation with ******* from 10-17-23 for your reference. As documented, the lease was forwarded to me on my scheduled move-in day, giving me limited time to review. On 10-18-23, ******* reached out to seek my signature, but I had reservations due to concerns related to outstanding utility payments since the lease commencement date had already passed.
  

  -Proposed Resolution: Your offer to apply my holding fee towards a future application doesnt align with my current situation, as I have already secured another apartment. Consequently, I withdrew my application for ******* Place, and utilizing the deposit for a future application doesnt provide a feasible solution.
  

  -Transparency in Fees and Charges: The mandate of placing a non-refundable fee to even initiate an application is not clear to applicants. This approach, coupled with a discrepancy in the stated fee amount ($750 quoted by the leasing agent versus the actual $1,500), is perplexing.

  
  I've been an ************* for nearly two decades, and this is the first instance where I've encountered such challenges or faced the prospect of losing a deposit. I would appreciate an open conversation about these concerns and hope we can arrive at an amicable resolution.  

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

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved out of our Air Communities apartment over 2 months ago, *********** in ******* **, and have yet to receive our security deposit back. I have provided them with our updated address several times - the first time they claimed they never received it and the most recent time they claimed we were not listed as the address owners at our new address. We want our security deposit returned immediately.

  

  Business Response

  Date: 10/16/2023

  Hello *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have worked closely with the management team to conclude the paint charges will be removed. Our CCAMS team has confirmed the refund check has been resent on 10/13/2023.
  
  Our team thanks you for working with us to address your concerns and make things right.
  
  Please feel free to reach out with any questions.
  
  Thank you, 

  Melissa 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20720751
  
  I am rejecting this response because: the amount provided in the check did not include the removed paint charges of $200.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/25/2023

  Hello *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  In collaboration with the management and our ************* After Moveout teams we confirm the second check is set to go out by the end of this week. April discussed with you during your last communication, however if you have any other questions we welcome you to reach out directly at ************ or you may contact out ************* After Moveout at *********************************  
  
  Thank you, *************** 

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to dispute the $300 damage charge and explained that as per our lease agreement the apartment was left in move in condition accounting for ordinary wear and tear. The representative on the line told me that the smudges and scuff marks left on one of the walls were considered by Air Communities to be above normal wear and tear. I responded by saying that was an unfair charge as the smudges and scuff marks in question were not explicitly stated on the lease as damages to the walls. I quoted the Move Out Instruction Guide to her and said "excessive or large holes in doors and drywall, resident-painted walls, smoke permeation, trim and shelving damage are considered damage," not smudges and scuff marks as she was claiming. She disregarded what I had to say and said this issue would not be escalated further. She discouraged me from calling the Bent Tree offices by saying they would reiterate the same information she had told me. She sent me a follow up email after our call ended and attached the pictures being used as the reason for the damage charges. She also misspelled my name which I found very unprofessional.After doing some research, I found that what Air Communities considers "above wear and tear" does not align with what the state of *************************** normal wear and tear. Virginia law defines the following as normal wear and tear: warped cabinet doors, doors sticking due to humidity, wood floors becoming scuffed due to regular use, faded carpet from regular use, slightly torn or faded wallpaper, a few scrapes, dents, smudges, chips, or holes in the walls.Air Communities is charging us an additional $140.45 to cover what our $500 security deposit could not. We are asking that the $300 damage charge be dropped from our account as we did not leave any damages on the walls that are considered above ordinary wear and tear. A total of $331.90 should be refunded to us as that is the appropriate amount that should be left over from our security deposit.

  

  Business Response

  Date: 09/27/2023

  Hello Nashallie,

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

  
  We have reviewed your move out charges on your final account statement and all charges are correct. Our ************* After Move Out Team has corresponded with you through email informing you the walls were not left in the same condition as received. There were scuffs and chips above normal wear and tear. Please see the attached photos.

  
  Above normal wear and tear is considered property damage caused by tenant negligence which can be deducted from a security deposit. This is what is stated in the ******** code.
  Your invoice for the wall repair is not available yet but we would be happy to forward the invoice for the repairs to you as soon as it is available. 

  
  The damage charge of $308.55 is warranted and will not be removed from your final account statement.

  
  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: 09/27/2023

   
  Complaint: 20654602
  
  I am rejecting this response because:

  Per the images provided, we did not damage the walls. 

  
  Sincerely,
  
  Nashallie ******

• Initial Complaint

  Date:09/23/2023

  Type:Delivery 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.

  Im a long time resident at air communities doing being as *********** Im ************** ** *****. This complex is now charging $45.00 a month to park when there are not enough parking spaces available. If you drive through the complex at night you will see people of parking in areas that is not established as a parking space. Ive had the park in the crosswalk many times. Ive also had to park in the lot adjacent to the complex. This issue occurs doing the week as well. Visitors are not allowed to park here so its not visitors taking up the spaces. These are residents. The. ****************** has admitted/ confirmed that they dont have enough spaces for the residents. Yet still they are charging. How is thins possible???? This should not even be allowed. If you charging for space make sure there is ample for the residents. There is not enough. Dont charge!! Resident should not be forced to pay. This is dishonest practice. How could you charge for something you know is a problem!!!Im addition they have installed a new package center for deliveries. All package will be delivered to the the center and no longer delivered to the door. All residents will be billed $75.00 annual for this service. There is app that one has to get sign up using a credit card the packages. Residents will be bill a storage fee if package are not picked up within 2 days of delivery. Well I signed up with my credit card and my package could not be located. This is an important delivery and time sensitive and I could not get it. Very frustrating!!!!

  

  Business Response

  Date: 09/28/2023

  Hello ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We first would like to thank you for your long term customer loyalty to ****************** as we see you have been a resident for eight years!
  
  Air Communities is the management company for ******************. Our lease agreement provides all additional charges or fees a resident is expected to be responsible for. Our parking fee is provided. We would be happy to review these fees with you at any time. Currently we are aware there are parking concerns.One of the ways we are trying to resolve the lack of parking spaces is by enforcing our current residents to start using their car garages for their car instead of for storage purposes. This will take a few months, but we hope will add more spaces for our residents. Our current charges for parking are $45.00 per month per car for the first two cars. Adding a third or fourth car per household does see a significant increase in the fee per car per month. We will only allow four cars per household. We will continue to charge for parking.
  
  Since we have been live with our ******** package system it has been a bit of a challenge to adjust all of our residents to this new system. Our staff is available at the leasing office for any assistance needed. We have had a few circumstances where a resident has not been able to locate their package and with our assistance everyones packages have been located.
  
  Our Community Manager has reached out to you and left a voice mail asking to schedule a meeting with her so she can personally go over any questions you may have about ******** and parking.
  
  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:07/19/2023

  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 recently moved out of my apt home at ****************************************************, owned by Air Communities. My apt was in good condition, with maybe some dust, little dirt, and some small scuff marks on the paint at most. I lived there for 2 years, and nothing in my apt was broken or fell outside the criteria of normal "wear and tear" as defined by ******** state law.Therefore, it is not lawful for them to collect cleaning, painting fees etc. Furthermore, even if they did feel like they could justify withholding my security deposit, it certainly is not lawful for them to charge me past the amount of my security deposit for basic services like cleaning that should be their responsibility to prepare the apt for the next tenant! This complex has a rampant history of charging residents exorbitant fees on moveout no matter the state of their apartment.Finally, to demonstrate the outrageous extortion they are trying to pull, I will detail my moveout fees. I was told I would be charged a cleaning fee of $150 (an estimate) by email on May 13th, before I realized this was not lawful. I moved out July 8th. On July 15th I was sent my moveout charges. Here are the items: "Full Clean 2BR ($165.00)", "Cleaning Charges for Tub / Shower ($500)", "Cleaning Charges for Tub / Shower ($250)", "Entry Door, Exterior Paint ($35)."I don't think that it needs an explanation that no reasonable person would believe that it costs $750 to clean two showers but $165 to clean an entire **** sq. ft. apartment. Besides some minimal dust on the apartment floors and soap marks or slight dirt etc. in the shower, none of this warrants the nearly $1000 cleaning charges. Cleaning the apt. professionally for the next tenant is the responsibility of the apt complex, not the previous tenant according to ******** state law. Nothing in my apt surpassed normal wear and tear, I should have my $500 deposit returned. This is a blatant attempt to get $950 from ppl that don't understand cleaning a tub costs 20 bucks.

  

  Business Response

  Date: 07/27/2023

  Hello ****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ********** involving your move out charges reflected on your final move out statement.
  
  The tub resurfacings totaled $750.00. Please see the attached invoice. When damages in the apartment surpass normal wear and tear and need to be addressed these charges will be deducted from your security deposit first and additional charges will be reflected in your final account statement.

  .All charges will remain due to the condition the home was left in after your move out. Please see attached photos.
  
  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: 07/31/2023

   
  Complaint: 20347951
  
  I am rejecting this response because:

  These charges are unfair, and I was charged for cleaning on my bill, not enamel resurfacing.

  This shower/tub was in a similar condition at move-in and certainly doesn't fit the criteria for tenant damages, it is normal wear and tear from years of use. See appendix 5C of the attached document for the HUDs definition of normal wear and tear that give us a reasonable legal basis for the definition. It lists worn and scratched enamel of tubs as normal wear and tear. Broken enamel falls under tenant damage. The pictures of the tub walls and peeling enamel near the drain are clearly not broken nor is any part of the ceramic damaged. The enamel has slight peeling from years of use yes, but that doesn't constitute tenant damages. The floor of the tub has some dirt from me using it to clean something during moveout and makes the picture seem more dramatic, especially since the first picture is out of focus.

  Can you provide proof that this tub/shower combo was resurfaced within the last 5 years? Can you show me legal basis that peeling enamel counts as tenant damages and that tenants are responsible for reglazing the bathroom?

  Also, you only addressed a portion of my report, why am I also being charged to clean a unit for the next tenant? Isn't that part of the cost of business for you?

  I don't want to accidentally pay for the entire bill on my resident portal but I would like to pay you for my final month of utilities.

  Thank you,
  
  ****

  

  Business Response

  Date: 08/09/2023

  Hello ****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your rejection and we would like to address your concerns.Attached you will find a copy of the lease for **********. Please refer to section 20 titled Move Out Procedures. Every resident is responsible for having the apartment professionally cleaned upon move out and ready for the next tenant.
  
  We have also attached an invoice from 06/20 that shows the last time we resurfaced the tub and shower walls. The condition of the tub was well beyond normal wear and tear for just three years of use.
  
  You should have your final utility bill. Please remember at ********** we take a standard approach in billing utilities and they are done so in arrears. Utility charges at ********** typically show up two months after move-in, therefore at the time of moveout you may see up to 2 months of utilities applied to the account.
  
  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: 08/21/2023

   
  Complaint: 20347951
  
  I am rejecting this response because: 

  1) No invoice was attached for previous resurfacing. I did not move in until July 2021, not June 2020.

  2) Please provide legal basis for charging resident for peeling enamel. This is caused by normal appliance use, not by resident misuse, such as traumatic damages and cracks. To my understanding lawful deductions from security deposit must be for resident misuse of amenities, appliances etc.

  3) I have paid the cleaning fee and last month's utilities
  
  Sincerely,
  
  *********************