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:06/09/2023

  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.

  AIR Communities acquired a property located in ********, ******** and thereby inherited leases that were designed by the previous management company. Since this time, they have failed to honor the inherited leases, including my own. My apartment was not in inhabitable condition due to faulty/ malfunctioning windows, which caused an infestation of hornets, poor air quality that resulted in medical bills for my then-infant, and the inability to live comfortably. Their staff refused to provide maintenance services regarding these issues and became extremely hostile, engaging in activities including but by no means limited to spreading rumors amongst other tenants about me (and sharing private information regarding my finances), sending other tenants to my door unannounced, and withholding my mail. They never sent pest control to my unit, they never fixed my windows, and this lack of service led to my early departure from this property, which is otherwise recognized as an illegal eviction. After finding another place to live, I continued to pay the rent on time and requested maintenance service regarding the walls. They again refused service and said that they did not owe it to me, despite my lease being active and inherited from a company who provided the same service twice in this unit. Now, they've sent me a bill for $737.86, claiming that I owe this due to their dissatisfaction with the condition of the property they continuously refused to maintain.

  

  Business Response

  Date: 06/14/2023

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with **************************************** involving  your request to have an adjustment made to your final move out charges. The balance due of $737.86 is for a full repaint of the apartment, a professional cleaning, your final utilities and a $250.00 charge for damages to the oven/range. All charges are applicable and our ************* After Move Out Team has a full report with photos.
  
  In reference to your lease with the previous owner and management company, Capital Properties, please review the attached lease. It is standard, it includes specific references to damages and repairs and there is no verbiage about special services that will be provided to you at no cost. Our records show that all work orders were completed during your tenancy with us excluding our service technicians going into your home to kill bees. We scheduled a pest control vendor to address this concern directly. The bee concern was resolved by sealing the areas near the Air Conditioning unit as the entry point source. One week before your move out a request to paint your apartment was refused as this would be done after your move out. Your windows were addressed and re-caulked as needed per your request.
  
  Your accusation about our staff spreading rumors and disclosing financial information about our residents is baseless. This has never been discussed or provided and we are unsure what you are referring to.
  
  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: 06/14/2023

   
  Complaint: 20165211
  
  I am rejecting this response because:
  
  I have current tenants who are more than willing to confirm that upon entering the office to ask questions regarding the habitability of their own dwellings, the property management representative spoke to them about my personal business. 
  

  I specifically explained numerous times that the entry of hornets (not bees) were a health concern due to extreme allergic reactions previously experienced, which can result in extended hospitalization, and that the windows were not functional. The maintenance manager entered multiple times prior to the arrival of the aforementioned *************************** representative in order to resolve the issue and explained that he could not and that due to the inoperability of the windows on the entire building and the need for them to be replaced, he recommended not opening them. This in itself is a violation of my rights as a tenant. 
  

  Moreover, your representative made it clear that because you all as a company felt that inherited tenants were not paying enough, it wouldnt be possible to make the necessary repairs in order to render the dwellings inhabitable. You all only replaced windows of those who were able to get inspections on an individual basis in the Summer of 2022, and began closing out all related requests without resolutions in order to deny responsibility. 

  I have yet to receive a full report and explanation of charges, as well as clarification as to how none of it counts as normal wear and tear for a 24 month lease, which only reinforces the fact that you all are retaliating by charging me baselessly. 
  
  *********************

  

  Business Response

  Date: 06/21/2023

  Hello *****,  
  
  We appreciate you reaching out to our BBB partners regarding your concern. We have reviewed your records with ****************************************  and with our ************* After Move out Team involving your request to receive a full report of the explanation of charges and how damages go beyond normal wear and tear as photos attached will verify. All charges have been verified and deemed applicable. Please see our attachment.
  
  Our ************* After Move Out representative has previously explained charges to you including the reasons why the damages and cleaning requirements are not considered normal wear and tear. We feel we have satisfied this complaint and consider this complaint case closed.
  
  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: 06/28/2023

   
  Complaint: 20165211
  
  I am rejecting this response because:
  
  The inspection date reflected in the document that youve attached reads May 20, 2023. I moved out on May 27th, 2023, which means the inspection was completed prior to my official departure and during my tenancy. 
  

  With management having the capability to enter my premises through SmartRent, I can say with full confidence that these photos were taken prematurely and I do not owe you any of the charges you claim applicable. 
  

  Moving forward, these charges need to be dropped as the procedures violated my lease agreement. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/12/2023

  Hello *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  When an inspection date is created in our system it is given that creation date, in your case 5/20/23, so that it is on the schedule for our team to go in and complete with a date of inspection. Your date of inspection was 5/30/23. This is the date the apartment was inspected, three days after your move out date of 5/27/23. This inspection did not happen during your tenancy and all photographs were taken three days after your move out date. There were no procedures performed that violated your lease agreement.
  
  We have reviewed your move out charges and all charges are accurate. We have attached your Apartment Inspection Report.
  
  We apologize for any inconvenience this may have caused you and we hope this clarifies your inquiry.We have addressed all inquiries in this case and we consider this matter closed.
  
  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: 07/21/2023

   
  Complaint: 20165211
  
  I am rejecting this response because I have sound reason to believe that many occurrences, including but by no means limited to the inspection were in violation of the lease, and this matter is far from closed. 
  
  Sincerely,
  
  *********************