Complaints

This profile includes complaints for United Dominion Realty Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  United Dominion Realty Trust

  1745 Shea Center Dr Fl 4 Highlands Ranch, CO 80129-1537

• 

  United Dominion Realty Trust

  6913 Deacon Ln Apt B Wilmington, NC 28411-6560

• 

  The Breyley Apartments-Property #17002

  1820 Sunset Point Rd Clearwater, FL 33765-1012

• 

  Hickory Run Apartments

  1080 W. Main Street Hendersonville, TN 37075-6805

• 

  United Dominion Realty Trust

  5900 Bent Pine Dr Orlando, FL 32822

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:06/26/2025

  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.

  The management at Eleven55 ****** is coercing me into re-signing a lease with them. All I want to do is peacefully leave.I gave notice that I did not want to renew my lease well before the 60 days. I gave notice on May 6th. I am moving out ****** 3rd.During the last few weeks, I discussed potentially renewing with a leasing agent. I never signed the renewal agreement and never agreed to the terms. The agent told me that they would offer a lease which would be $103 less than you are currently paying. I agreed that I would be interested in this lower rate and to look at the lease! When I opened the lease, it was a discount to my base rent but the $70 technology fee would offset this. I immediately responded that I was not okay with this and that I would sign if the rate was lowered to $100 less than my current rate. They never sent an offer that would accomplish that.The leasing agent interpreted this interaction as me agreeing to cancel the move out which I NEVER AGREED TO. Now they want to extend my move out to 60 days from that conversation and the leasing agent keeps trying to barter with me to renew. I JUST WANT TO LEAVE PEACEFULLY.I pay my rent on time and I was a good tenant. Please help me resolve this. There is an entire text thread documenting all of this.

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to address our residents concern. Our onsite team has remained in contact with our resident to inform their original notice to vacate date will be honored. If the resident has any additional questions or concerns prior to their move out, please contact our onsite team so we can assist. 

• Initial Complaint

  Date:06/20/2025

  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.

  This company handles the Lightbox Apartments in ******* *** ********************************** IN April of this year, I applied for an apartment. You MUST pay the $350 security deposit at the time of submitting the application. I was immediately denied via algorithm, and my money was never returned despite me communicating with the company and providing my forwarding address for mailing. They repeatedly ignored my emails and calls until I negatively reviewed them on ******, at which time I received a text stating they had "made a mistake" and to "be patient" until they resolved the issue. This was June 12th. Now they are not responding again to anything I send, so I have negatively reviewed them again. They do NOT get to KEEP my $350 forever and have caused great emotional distress during this entire 3 months of waiting. They have kept my funds and undoubtedly used them from their trust account which is totally unethical. They will not reply which is even more wrong. They can collect $350 from every applicant and set their program to deny all applicants in order to seize deposit funds for 30-60-90 days or longer!!

  Business Response

  Date: 06/30/2025

  In response to consumer's complaint, a check was reissued and sent Friday, June 27, 2025.

• Initial Complaint

  Date:06/16/2025

  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 am filing this complaint against UDR, Inc. due to an unresolved and unjustified charge of $832.70 for carpet replacement following the conclusion of my lease at The Courts at ****************** (Unit ******) on May 12, 2025.On May 22, 2025, I submitted a formal written dispute to UDRs legal department citing the ***************************** and Tenant Act (VRLTA *********), which clearly states that landlords may not charge tenants for routine wear and tear including normal carpet aging or traffic patterns. I requested appropriate documentation to justify the charge, including photographic evidence, installation dates, and itemized invoices. As of June 14, 2025, UDR has failed to provide any *********** good faith, I attempted to resolve the issue directly through multiple channels. However:The Denver corporate number listed on their website *************) disconnects without ringing.The former resident line *************) returns a message that the number is invalid.These failed attempts suggest a lack of transparency and customer access, raising significant concerns about UDRs resident service practices.The apartment was vacated in excellent condition. The carpets were professionally cleaned, regularly maintained, free of stains, burns, and odors, and the unit was cleaned thoroughly prior to departure. The absence of any substantiating documentation despite a formal request makes this charge appear retaliatory or predatory in nature.This charge contradicts not only ******** tenant protections, but also broader national housing standards prohibiting tenant billing for standard depreciation including HUD guidelines and FTC best practices.I believe this practice amounts to bad faith billing and may violate consumer protection laws, including the ******** Consumer Protection Act. I am requesting BBB intervention and documentation for the record, as this issue may reflect a broader pattern of unfair tenant charges.

  Business Response

  Date: 06/24/2025

  In response to consumer's complaint, please find attached the following: 1) copy of the Final Account Statement (FAS) with a balance due in the amount of $557.70, 2) copy of an invoice dated 12/2/2022 for carpet replacement (the last time carpet was replaced), 3) copy of an invoice dated 5/20/2025 (after move-out), 4) copy of the move-out inspection with photographs of the damaged carpet. The account was assessed appropriately and pursuant to the lease. Consumer is welcome to submit payment in full via UDRFASsecurepay.com.

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23471076
  
  
  I am formally disputing the $557.70 charge for carpet replacement that was assessed upon move-out.
  
  
  According to the documentation provided by UDR, the carpet was last replaced on December 2, 2022. I vacated the unit in May 12th, 2025, meaning the carpet was used for over two and a half years. Industry standards and legal guidance, including those cited in the Virginia Residential Landlord and Tenant Act, generally recognize that carpet has a useful life of five to seven years. Charging a tenant the full cost of replacement after more than two years of normal use fails to account for depreciation and is inconsistent with the law and fair housing practices.
  
  

   

  Even if there were signs of wear or damage, the law requires landlords to prorate replacement costs based on the remaining useful life of the carpet. UDR’s documentation does not include any calculation reflecting depreciation or a fair apportionment of the cost based on the length of time the carpet was in use.
  
  
  Additionally, the business has not provided a signed, timestamped move-in condition report or photographic evidence of the carpet’s condition at the beginning of my tenancy. Without such documentation, there is no objective baseline to justify the assessment or to prove that any damage was beyond normal wear and tear. The photos attached in the inspection document are general and do not provide sufficient grounds to charge for full replacement, especially considering the carpet was not new at the start of my lease.
  
  
  I also find issue with the fact that I was not given an opportunity to inspect or dispute the condition of the carpet before this charge was finalized. This lack of transparency and due process undermines the legitimacy of the charge and raises concerns about the fairness of the assessment process. Tenants have a right to be informed and involved in post-move-out evaluations, especially when substantial charges are being imposed.
  
  
  Throughout my tenancy, I maintained the unit in good condition and was not notified of any concerns regarding the carpet. At no point was there communication indicating excessive damage or a need for replacement. Given the length of time the carpet was in use, the absence of a move-in condition report, and the failure to apply depreciation, the charge appears to be an inappropriate attempt to recover costs that should not fall on the tenant.
  
  
  For these reasons, I am requesting that the $557.70 charge be removed in full or appropriately adjusted based on depreciation standards and in accordance with Virginia tenant protection laws.
  
  
  Best regards,

  Tavares Martin

  
   

• Initial Complaint

  Date:06/09/2025

  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.

  UDR is a property management company. My fianc and I applied for an apartment May 20th and got pre-approved May 21. We paid $450 as a holding fee and $125 for the remainder of the deposit. On May 23rd we were denied the apartment and told we would have the refund within a week. June 1st I emailed their billing office and got a response the 2nd asking tor more information. I immediately responded and did not here back from them. I then followed up on the 3rd and got a response on the 4th saying "Managers must wait at least 20 days from your payment which was 5/20/25 to approve refunds." After that I have reached out numerous times and had no response.

  Business Response

  Date: 06/13/2025

  In response to consumer's complaint, a check was issued and sent June 9, 2025 - it may take up to 15 postal days for the check to be received.

• Initial Complaint

  Date:06/06/2025

  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 applied to this one of their apartments, **************, got pre-approved. My move-in date was suppose to be June 4th, but there were various delays, at first my employment date didn't start until way after 30 days which is fine, so I added my parents as roommates and had to pay $75 each per person ($225). The issue I ran into was having to constantly send over my documents over and over (maybe 3 times), I sent over my bank information 3-5 times. My stepfather and mother sent in their paystubs and bank information at least 3 times. Every time we thought we were done with the process they will always say we had to do something else, and now they are telling me my application has expired, after spending 3 days STRAIGHT sending documents in OVER AND OVER. I even went up to the leasing office TWICE, and the lady in the office was a hispanic lady who said that she does not handle applications, and that everything is done online. Both times she said that. Whenever you call, no one picks up AND it takes an hour or 2 for them to respond back, I would have to email, text, and call them just to get someone to talk to me. THIS IS THE APPLICATION PART, NOT EVEN GETTING THE **** PART!!! On top of that, Snappt wouldn't take our statements, and we weren't offered another options, even though on the website, it says there are other ways of verifying paystubs!

  Business Response

  Date: 06/11/2025

  In response to consumer's complaint, the consumer was originally denied because consumer did not start her employment within the 30 days of moving in; then consumer's parents were included and the leasing group needed income documents from them. As the leasing group did not receive 3 months most recent bank statements, the application was denied. The consumer and her mother alone did not meet the requirements to approve the application. No refund will apply as the fees paid are considered non-refundable fees.

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 30 flooding was found and reported to maintenance. They found an upstairs leak and a mold infestation. Then proceeded to spray for mold, tear up the carpet, demolish the wall, remove the insulation, put up a thin plastic sheet with duct tape, run industrial dryers than leave. We suffered electrical breaker tripping all night and the next day no licensed electrician was sent out. Mold spraying caused headaches and breathing irritation, the dryers are too loud and too much for the electrical circuit, we have TWO DISABLED members of the home and they refuse to move us or pay for other accommodations telling us to go illegally through renters insurance. We believe this apartment while under repairs in inhabitable and we are being told to remain here unless we can afford to go somewhere else, unacceptable, illegal, and very very concerning

  Business Response

  Date: 06/06/2025

  On Friday, May 30th, a water leak originating from the upstairs water heater was reported at Unit 517. Our onsite remediation team responded immediately, containing the leak and initiating drying procedures. The affected dining room wall was removed, and drying equipment was installed the same day to mitigate further damage.

  Later that evening, the residents reported electrical issues. Our certified vendor, Black Diamond, returned promptly to assess and address the concern. On Saturday, May 31st, in response to continued resident concerns, Black Diamond was dispatched again. During this visit, a misunderstanding occurred, and the vendor was verbally asked to leave the unit. Our onsite team then personally inspected the equipment and adjusted the setup to help prevent further electrical complications.

  Throughout the day, the residents requested rent abatement and relocation. In accordance with the lease agreement, we informed them that any rent abatement would be evaluated upon completion of remediation. We also advised them to contact their renters insurance provider for relocation assistance. The residents declined to proceed with their insurance due to upfront costs and continued to request relocation support from our team.

  Remediation work was scheduled to continue on Monday, June 2nd. However, that morning, the residents contacted the towns building and health inspectors. Upon receiving this update, our team immediately coordinated to meet them at the unit, along with a technician from our certified vendor, Black Diamond.

  During the inspection, our team maintained a professional and cooperative demeanor. While the building inspector expressed strong opinions and conducted the visit in a manner we found to be unconstructiveraising his voice in front of both residents and vendorswe remained focused on facilitating the inspection and ensuring transparency.

  The health inspector ultimately determined that the unit was temporarily uninhabitable and recommended that the residents be relocated. Although we respectfully disagreed with this assessment, we prioritized the residents comfort and well-being, and, after consulting with District Management, arranged for temporary hotel accommodations through Friday, June 6th.

  Despite challenges, our onsite team has remained professional, responsive, and committed to resolving the situation efficiently and in accordance with lease terms and vendor guidance. We continue to work closely with Black Diamond and the building inspector to ensure all remediation efforts meet regulatory standards and are completed as swiftly as possible. Based on the updated remediation and repair timeline following demolition, we have extended the residents accommodations through Wednesday, June 11th.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23404011
  
  I am rejecting this response because: May 30th Repair work was done NOT up to code, I informed landlord they did nothing would NOT call the proper departments. Cited weekends for reason for delay. Under MGL weekends are not exempt from properly handling an emergency as reiterated that both the ************* and *********** SHOULDVE and were ABLE to be contacted at time of initial emergency.

  Black Diamond came out, violated electrical and safety standards, the **** ****** personally went into the unit. I cited illegal repairs with details and was IGNORED. I reported them to the *************** of Health and Bldg ************* is Illegal for Landlords to offset costs to tenants in Mass. even through Renters insurance 

  During the meeting I coordinated because NO PERMITS had been given and NO APPLICATION was received by permit office before 6/2 at 10 am

  **** ****** lied flagrantly to BOTH the Health and ************* and they were notably upset about a history of improper work and permitting procedures

  **** ****** and UDR have been VERY unprofessional, and unresponsive and CONTINUE to work with Black Diamond AFTER being informed of OSHA, Health and Safety Violations. *** filed formal complaints and contacted the proper authorites for the contractor as well. Only responding until the VERY VERY last second. Black Diamond said to refer all complaint to the landlord which he is dismissing or ignoring

  I was lied to several times in writing and was threatened with a cancellation fee. A cancellation fee for calling the board of health falls under retaliation of MGL section 18. If I didn't allow unpermitted drywall to cover up improperly remediated mold. I am very concerned after talking to other residents about business practices.

  I have kept all sent email, phone calls, text messages, photos, and videos necessary for documentation and reporting to appropriate state and federal authorities, offices, and departments 

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

• Initial Complaint

  Date:05/28/2025

  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.

  In March 2025, I transferred from one unit to another within Residence on Jamboree, managed by UDR. never received the key. Despite multiple attempts, the leasing office never provided access, and the unit was later listed online as available, showing it was never properly assigned to me.Additionally, UDR withheld the remaining credit from my previous unit, applied accelerated rent, and added unexplained fees. I repeatedly asked for an itemized invoice but received no breakdown or communication. My attorney also reached out and was ignored.I have since filed a small claims lawsuit due to these unresolved issues. UDRs staff initially misdirected me to send legal documents to the local leasing office instead of their Sacramento registered agent, which delayed filings and appeared intentionally misleading.All phone calls and emails went unanswered, including those from legal counsel. This issue has caused financial harm and emotional distress due to mismanagement, poor communication, and unfair billing ************ requesting a full refund of the $3,200 and formal acknowledgment of their wrongdoing.

  Business Response

  Date: 06/04/2025

  Response Regarding Dispute Apt #*** & Application for Apt #***

  We have reviewed the matter concerning the resident formerly in Apartment #*** and would like to clarify the timeline and relevant policies. Please see below for key details:
  The resident submitted a notice to vacate Apt #*** on March 10, 2025, and moved out on March 30, 2025.
  Per the lease agreement, a minimum 60-day written notice is required prior to vacating, or a minimum 30-day written notice is required when transferring units. This is a standard policy applicable to all residents.
  The resident did not meet the full 30-day notice requirement. As a result, accelerated rent charges were applied to account for the missing days of notice.
  The resident had also applied for a transfer to Apt #*** on March 8, 2025, with a requested move-in date of May 31, 2025. However, the application has since been cancelled per the resident's request.
  In accordance with our application policy, the $500 holding fee for Apt #*** will be refunded. This process was initiated on May 24, 2025, and the refund will be issued within 21 days of that date.
  
  Regarding the Request for a Full Refund:
  While we are honoring the refund of the holding fee for Apt #***, we are unable to provide a full refund of charges related to Apt #*** for the following reasons:
  The lease clearly outlines the 30-day notice requirement, which was not fulfilled in this case.
  Move-out fees and charges for the accelerated rent period were assessed in accordance with the lease terms.
  These policies are clearly communicated to all residents and are standard practice to ensure consistency and fairness across the community.
  
  We hope this clarifies the matter. Please let us know if any additional documentation is needed.

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  Hello my name is ******** ******** I am reaching out to you guys because of my apartment complex is trying to extort me for moving out charges that I believe are just general wear and tear. They already took my deposit of $250 and are trying to get another $543 out of me. The biggest concern I have is with the bill is the $200 grout cleaning that I am claiming that is just wear and tear. There is no damage to the tiles whatsoever but they still feel like they need to charge me for it. I've been in contact with the business and expressed my concern but all they keep doing is referring me to the contract.I've been in contact with them since May 9th and have been talking with them since but I've hit a dead end and don't know what to do anymore. I have until the 21st Of May to pay this otherwise it will go to a third party collection agency which will hurt my credit which seems very unfair in my opinion. My contact information is Phone: ************ Email ******************** Thank you

  Business Response

  Date: 05/21/2025

  In response to consumer's complaint, please find attached a copy of the move-out inspection, copy of an invoice related to grout cleaning and a copy of the Final Account Statement (FAS). The account was assessed appropriately. Consumer is welcome to pay the balance in full via **************************************.

  Customer Answer

  Date: 05/23/2025

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

• Initial Complaint

  Date:04/13/2025

  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.

  On 3/4/2025, I submitted non-refundable application fee of $50 and refundable deposit of $50 to The Carriage Homes at ******* managed by UDR.I first used card ending in **93 but kept receiving an error message. I then used card ending in **59 and the payment went through.I received a receipt for charges totaling $100 to card ending **59.I did NOT receive a receipt for charges totaling $100 to card ending **93. This card was charged in ******** card ending in **93 did in fact go through for the two charges of $50 for a total of $100 in ******** our application was denied, I received a refund of $50 to **59 for the refundable deposit on 3/7/2025 and $50 refund to card ending in **93. Despite my many email attempts to UDR, I am each time told that the amount is non refundable. Incorrect. I was charged $100 to card **93 in ERROR. There is no phone number to call and speak to someone in a timely manner. Over 4 weeks later no resolution has been found.

  Business Response

  Date: 04/16/2025

  In response to consumer's complaint, there was a total of $200.00 collected, $100.00 for a non-refundable application fee ($50.00 per applicant, 2 payments of $50.00) and $100.00 towards the deposit which is refundable (2 payments of $50.00). Records show that the refundable deposit was returned to the cards they were paid with and the refund was initiated on March 6, 2025.

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23199537
  

  I am rejecting the previous response regarding this complaint for the following reasons:

  
  There were two applicants on this application: myself and my fianc. As such, there were two application fees, two deposits, and accordingly, two refunds of those deposits.

  
  My fianc paid his deposit using his own card. Upon the denial of our application, he was issued a full refund of his $50 deposit. That matter is resolved.

  
  I, however, used two cards during the payment process due to a technical issue:

  
  I first attempted payment with the card ending in ***3, but received an error message and believed the transaction did not go through.

  
  I then successfully submitted payment using the card ending in ***9, and received a receipt for this transaction.

  
  After the denial of our application, I was refunded $50 to each ***** total of $100 in refunds. However, this is incorrect.

   

  The card ending in ***3 was charged in errorI never received a receipt and was led to believe the transaction failed. It was still charged $100, and only refunded $50. Since this card was never meant to be charged, it should be refunded the full $100, not just $50.

  
  I respectfully request that the remaining $50 be refunded to the card ending in ***3, as this card was charged in error and should not have been charged at all.

  
  Thank you for your attention to this matter.

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

  Business Response

  Date: 04/28/2025

  In response to consumer's rebuttal, please find attached a copy of the transactions for the consumer. There was an attempt for 6 payments of $50.00 but 2 of them were declined. The declined are underlined in red and refunds in green. Consumer is welcome to provide her statement showing that she was charged another time and management will research further. Please note that 2 of the application fees are considered non-refundable per the terms of the application.

  Customer Answer

  Date: 04/28/2025

   
  Complaint ID: ********

  I am rejecting the response previously provided.

  The transactions listed are correct. I successfully paid the full application and deposit fee twice, totaling $200 once via my checking Mastercard and once via my credit Mastercard. As I am one applicant, the total should have been $100, meaning I overpaid by $100.

  
  Per your fee structure:
  Application Fee: $50 (non-refundable)
  Deposit: $50 (refundable)

  
  Therefore, I should have been refunded total of $150.

  
  Please confirm and acknowledge that the charges you provided pertain to me, **** ******** only, and address the overpayment accordingly.

  Thank you for your prompt attention to this matter.

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

  
  
   

• Initial Complaint

  Date:04/09/2025

  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.

  Repeated and dangerous utility failures at my apartment building **************************** with generators that constantly shut off. Lack of electricity and water has caused:- Repeated FDNY and NYPD responses - Residents trapped in elevators - Serious safety risks to children, the elderly, and disabled residents - No water for hours at a time - Spoiled food due to fridge electricity outage - Unsafe living conditions incl. no heat during below freezing conditions

  Business Response

  Date: 04/22/2025

  We are in receipt of your message and appreciate the opportunity to address our residents concerns. While we cannot guarantee that maintenance-related issues will not arise during the course of a lease, our team is committed to addressing all concerns with the customary due diligence outlined in the lease agreement. We make every effort to resolve maintenance requests in a timely manner and provide advance notice of any planned service outages to help residents plan accordingly. If a resident is experiencing maintenance concerns,we kindly encourage them to submit a service request for each specific issue so that we can assist efficiently. Our team is available to help with any additional questions or concerns our residents may have and we invite them to reach out at their convenience so we can help.
  

  Customer Answer

  Date: 04/22/2025

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