Complaints

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:03/26/2024

  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.

  My partner and I moved into the Riverwalk community located in Castle Rock, ******** of September 2023. Almost immediately after moving in, we started experiencing severe noise disturbances during community quiet hours (at night) such as loud banging/jumping, yelling, music volume, and what sounded like furniture being dragged across the floor. I notified the leasing office of this immediately and was told "we will talk to the residents." Despite multiple complaints and attempts to resolve the issue directly with the property management, satisfactory solutions have not been provided and the proposed resolutions will place undue financial burden on my partner and I. We work early hours and the consistent disturbances above have affected our sleep and work performance. I struggle with mental health issues such as PTSD (the property is aware of this through my *** letter provided at move-in) and the continued disturbances have severely affected my well-being.We have made several attempts to address these concerns directly with Confluence Communities and the leasing office, but the proposed solutions have been insufficient. Our request to break the lease was rejected and we were reminded of the lease agreement signed despite citing the above reasons and violation to our right to quiet enjoyment. As tenants in the state of ********, we have the legal right to quiet enjoyment of the property we rent, and it is unacceptable that these rights have been repeatedly violated without adequate resolution from the property management. I believe their actions constitute a breach of contract and demonstrate a failure to fulfill their responsibilities as property managers and protect their residents. I am seeking assistance in resolving this matter and ensuring that appropriate measures are taken to address the violations of our rights as tenants. I request that Confluence Communities allows us to break our lease without fee. All of our complaints have been documented.

  Business Response

  Date: 04/17/2024

  We have to handle all resident complaints regarding noise according to Fair Housing Guidelines. We cannot let everyone that complains about their neighbors making noise out of their lease. It is after all apartment living. We have sent notifications to the residents that they believe are causing the disturbance. We offered to allow the residents to transfer apartments and move to another location without having to pay the transfer fee and honored their current lease term in a new apartment. As for the **** we would not have any information regarding this. The *** letter referred to is a letter stating that the resident requires an Emotional Support Animal. These letters are not required to tell say why. We will still honor them the ability to transfer with no transfer fee and honor their current lease term. 

• Initial Complaint

  Date:06/19/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Last June, my current roommate and I were thinking about applying to Zia Sunnyside apartments. My roommate had started the application so I had the supplemental roommate application prompts. I submitted my application which had a $20 fee but a few hours later when my roommate was about to submit hers, she saw the main applicant had to pay a $370 application fee. We did not want to split that payment for an apartment that we were not 100% committed to, so we decided to not complete the application and continue our housing search elsewhere. Zia Sunnyside pushed our application through without our consent and accepted our application, however we had decided to sign another lease. They demanded we pay the $370 fee and after several rounds of communicating that we never intended to apply or live there at all, they sent debt collectors to retrieve the fees. After even further correspondence with the debt collectors, we had no other choice but to pay as we did not want our credit scores to be affected by this. We still do not understand how the apartment was able to push our application through without us completing all parts ourselves or paying the required application fees to be considered, especially as the incomplete parts were with the responsibility of the main applicant.

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to move out of my ZIA Sunnyside apartment on July 9th and unfortunately, I am trapped in a month-to-month lease with this awful community. The method of letting someone know they need to give their 60 day notice though a note in the door (which I did not receive). That was ALL the form of communication I received about this up until a week ago when I received an email and today, please see the attachment of my emails and I am willing to go through and show ALL my emails from ZIA to prove this.Automatically putting someone in a month-to-month lease without speaking to the person is extremely schemey and very poor management. I am now **** in a month-to-month lease for the next 60 days with in my 604 sqaure feet apartment totaling at almost $5,000 (~$2,400 month PLUS amenities).I have another lease I am which will bring my housing to over $10,000 in 2 months which I can not afford.The professional and way this company handles their tents is upsetting. I would like this resolved immediately.

  Business Response

  Date: 06/28/2022

  I have attached a copy of the lease agreement that **************** signed. Per *************** section ****** states that "You will give us written notice at least 60 days prior to the Termination date that the month-to -month tenancy shall not commence" . We send notification prior to your lease expiration as a courtesy to remind you that your lease is coming to end and offer you terms for a renewal. This is a standard practice in ************ Please do not hesitate to let us know if you have any additional questions or concerns. 

   

   

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17491470
  
  I am rejecting this response because:

   

  Without physically going downstairs and asking, I would of had no idea. It is not standard practice to automatically put someone on a month-to-month lease with adds let me add over $1000 in expenses onto my original lease. Stranded practice would be 30 to 90 day notice OR having the lease terminated at the end date, when it should.

   

  Once again, I did not receive a letter besides the 3 emails since June 20, by then I was already forced into a month-to-month lease then the 60 day end of lease requirement. This feels like entrapment. 
  
  Sincerely,
  
  ***********************