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

• 

  United Dominion Realty Trust

  5900 Bent Pine Dr Orlando, FL 32822

• 

  United Dominion Realty Trust, Inc.

  5600 Mulholland Dr. Glen Allen, VA 23060

• 

  United Dominion Realty Trust, Inc.

  8800 Queensmere Pl Richmond, VA 23294

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:04/13/2023

  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.

  I lived in 1 of there propertys(maclpine place ******* **) for 2 1/2 years,I was forced to move as they were in violation of the *** act I reported it for 4 months 4 times in wrighting and 8 times in person at the office.I the lease it states that if they are in violation of local and federal law if I tell them in wrighting I can cancel my lease as long as I tell them if they do not fix the issue(and I did just that 4 times)I am disabled and they removed the handycap spot in front of my home and I could not park at my home and had to walk accross the property,every step I take is very painfull and I just could not do it anymore.I gave them plenty of time to fix this but the office chose to ignore me.Now even though I followed the steps they put in the lease they have placed a collection on my credit,I do not want to take them to court to deal with this.

  Business Response

  Date: 04/20/2023

  In response to consumer's complaint, attached is a copy of the Final Account Statement (FAS) with a balance due in the amount of $2,896.39 and a copy of a Service Request related to a parking lot issue. Consumer moved out prior to lease expiration and was charged accordingly and pursuant to the lease (rent to relet of the unit). Per the Service Request, consumer submitted request on 3/31/2022 and the request was addressed on 4/22/2022. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19933717
  
  I am rejecting this response because:
  You were in violation of the Americans with disabilities act by four times handed a blonde lady in the office a written demand to fix it or I would consider my lease ***** void as the lease says I can and thats what I did. I also called them they really dont answer the phone, but I called them twice a month and spoke with them. They ignore the service request. You guys took all of my $1400 deposit and according to your own legal and binding document, I left following the guidelines that you sent out in the attached lease. 
  Sincerely,
  
  *****************

  Business Response

  Date: 04/25/2023

  In response to consumer's rebuttal, the response dated April 20 provided documentation and the balance due is considered valid. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19933717
  
  I am rejecting this response because:
  I sent you a copy of the lease and the lease states under lessors responsibilities that if you are in violation of any state or federal statute, as long as I notify you guys in writing and state that if you dont fix it, I can consider my lease Nul and void I did exactly that four times it is not my fault that your staff didnt do anything with the letters. I also spoke with somebody at your company who is the area manager for the Tampa bay area and informed her the balance is not due, because I followed the terms and conditions of the lease to the letter, I am a disabled veteran, and could not access my apartment because I couldnt park because ********************** was in violation of the Americans with disabilities act, which is a federal law that they were in violation of 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/11/2023

  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.

  The lease notes to Be sure to check the property's specific parking requirements prior to executing a lease. In the communication from ***** of amount due to move in the communication to me was that parking was $20 per vehicle and A306 and A372 were denoted for parking costs associated with my vehicles. I have this in a text communication between ***** and I as my entire application was completed via text with *****. This would lead one to believe there was assigned parking. The parking situation was misrepresented. There is no assigned parking. A resident should not have to pay for general parking in their apartment community especially if they are not guaranteed parking near their residence. I moved in on 3/28/23. The email below was sent out within my first two weeks of my residency. I do not want to get into a situation where I am having to walk a great distance to my car. I leave my home before the sun comes up at 6A. Neighboring apartment communities are not charging their residents for parking. I would appreciate further explanation as to why residents are being charged $20 for general parking. From: **************************** <************************************> Sent: Saturday, April 8, 2023, 12:24 PM To: **************************** <*****************************************>Subject: EXT: Unauthorized Parking in front of Garages It has been brought to our attention that residents are parking in front of other resident garages. Garage parking is only for residents that pay a monthly fee! Please, remove all unauthorized vehicles immediately; or your vehicles will be subject to tow! If, you have any questions, feel free to contact the office.Thank you.I attempted to file this on UDR site and I was unable to submit I kept receiving an error message.

  Business Response

  Date: 04/13/2023

  We strive to be transparent with all future/current/past residents when it comes to pricing and fees. The resident was provided with a quote prior to applying that did notate the different charges for parking (attached). Our website lists the different parking options available in our community (attached). Residents are provided with their lease agreement to review prior to signing. Should they have any questions, our leasing consultants are available to assist. Our leasing consultant advised the resident that the $20 charge they were noticing was for parking (attached). Per the parking addendum in the ************ (attached) that was signed by all parties, "The cost for parking in section 12 is for Unreserved Parking space types only. Reserved Parking and/or Garages may be rented for an additional monthly fee and will be indicated on the Enclosed Garage Addendum if applicable." The parking codes the resident is referencing are for system tracking purposes as there are no parking numbers and basic parking is FCFS.Our community charges for unreserved parking to upkeep/maintain the parking lot.Additionally, it ensures that all residents have a place to park within the community. If we did not charge and monitor parking, there is a possibility the lot would have non-residents utilizing spaces. It is possible that neighboring communities lump their parking charges in with rent costs. We remain transparent with our residents by listing out all charges so that they understand what they are being charged for on their ledger. If the resident would like to discuss reserved parking options to ensure a closer space to their home, they are welcome to contact the office to upgrade their parking to a reserved space for $25/mo. Please note that reserved spaces and enclosed garages are subject to availability.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19921424
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  Research and comparable apartment communities; Portofino, ********, ************ within the area are not charging for unassigned parking nor is it hidden in the rent per office staff.
  This issue is the justness of charging a resident for unassigned parking. A resident should have access to free unreserved parking.We must park where we live.
   Andover is receiving at minimum $161,000 annually just in parking fees for unassigned parking.   The expense of monitoring and enforce parking should not be at the expense of the renter.  
  While the lease does detail parking of $20  for unassigned the screen shot  with final payment due before move-in that I enclosed to a lay person appears to have assigned parking.  I live in building 1A on the site map and had to park in front of 10A behind the playground when I got home from my evening job.
   The bigger issue is access to parking in proximity to my residence. When parking is free you take what you get BUT that is not the case.  I am required to pay to park where I live and then having to park a distance from my home based on the timing of my arrival. The circumstances are unethical and an action of greed on part of UDR. The appropriate action would be to give the option of fee for service parking for assigned or garage and not make residents pay for unassigned parking i.e. matching the market. 

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  I applied for an apartment on a UDR property in ********, ****** called **** Club. My application was approved, but when reviewing upcoming charges, I saw that I was inexplicably being charged fees for 2 pets when I only have 1. The pet deposit for both was $150 higher than originally quoted, and both monthly pet fees were at different rates of $45 and $65. I tried reaching out to **** Club via two text messaging numbers provided on their website, their direct phone number, and via numerous emails, but nobody responded. In less than 24 hours of my application being approved, I decided to cancel my application due to the unresponsiveness of their team, without having signed a lease agreement. My wish to cancel was responded to be a leasing representative via text, who inquired why I wanted to cancel. I did not wish to clarify and just asked that they proceeded with the request, to which they ignored me for 2 hours. I followed up via text, and the individual claimed they lived offsite in ******** and asked the team to contact me back. I am now over 24 hours past my cancellation request, and am concerned that I am going to be liable for holding fees of up to $1600, even though I have several documented requests of trying to contact **** Club in order to cancel, within less than 24 hours of signing my application, for an apartment that isn't even set to open until the middle of May. As a resolution, I want confirmation that my application was cancelled and that I am not liable for holding fees; a refund of all fees I have paid to date; and email contact from the property manager at **** Club.

  Business Response

  Date: 04/11/2023

  In response to consumer's complaint, per property management, consumer's application is cancelled and consumer will receive a refund in the amount of $100.

  Customer Answer

  Date: 04/11/2023

   
  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:04/10/2023

  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 have paid my rent via the UDR portal for many months set to automatic payments. I confirmed with the property manager that my auto payments were all set to go still . *** ( the property manager) confirmed March 8 2023 that my next payment is STILL set up on autopay still to go through on the first of the month. UDR since then cancelled my auto pay but the manager told me it was still set up to go through charged me a $100 late fee and a notice to get certified funds and pay an extra $100 late fee. This is illegal . I even confirmed with property manager verbally and she also put it in writing that my auto payment is all set to go through still on the first.

  Business Response

  Date: 04/10/2023

  On 4/7/23 the resident reached out to the team requesting review. There were two past NSF payments that had blocked the resident's account from online payments which is why the automatic payment did not go through. Our team waived the fees and unlocked the residents account. Rent was payed 4/7/23. This matter has been resolved

• Initial Complaint

  Date:04/06/2023

  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.

  February 12 2023- Application for rental was denied, at that very moment all communication stopped. I was told via email that a check would be mailed for the deposit. An additional email was sent claiming $52.08 which I paid was due for Credit being run in good faith I paid assuming that the check was sent out for $52.08. I attempted to have my bank return the charge but have been told that UDR claims the funds are non- refundable. I have a long list of emails that I have sent requesting funds and the only reply that I have received is that they UDR did not report me to a third party collections company. I want my money back in the sum of $552.08

  Business Response

  Date: 04/14/2023

  In response to consumer's complaint, a $500.00 refund has been issued to consumer (on 4/13/2023) to the following address: PO Box ****, ***************, ** *****. A refund was set to be issued previously, however a check was not generated as there was a chargeback issued for the amount.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19904558
  
  I am rejecting this response because: As of April 20, 2023 I have not received the alleged check that was mailed. UDR has kept my money and did not response to any of my emails, calls or even answered the phone number they have listed. As far as the attempt to refuse the charge on my card the "Chargeback" March 14, 2023 well over 30days UDR responded to USBank claiming the "DEPOSIT" was non-refundable and claimed UDR was entitled to the money. UDR has made false claims, denied and avoid every attempt to return my money.  

  UDR is Unethical and if I do not receive my funds I will file a claim in court. 
  
  Sincerely,
  
  **************************

  Business Response

  Date: 04/25/2023

  The check was mailed April 13 - consumer should allow 15 postal days to receive the check. Check was sent to PO Box ****, ***************, ** *****.

• Initial Complaint

  Date:04/01/2023

  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.

  Hello, the way this property conducts business is highly unprofessional. Im just trying to pay my rent and I can not. Theyve locked me out of the tenant portal and all methods to reach someone one to help have failed. *** been directed to a voicemail with no help, a text messages system with no help and an email with an automated response that explains nothing. Please help me. I dont understand why everything is done electronically and telephonically when these ways arent reliable. I would like a direct number to speak to a live person. I would like my tenant portal unlocked so I can pay at yall convenience at this point. Thank you.

  Business Response

  Date: 04/12/2023

  Thank you for your email and allowing us an opportunity to research our residents concern. We understand your concerns and appreciate the feedback, as we are always looking for ways to improve. We want our residents to enjoy their time living in our community and providing quality service is of the utmost importance to us.We sincerely apologize our resident had a difficult time reaching someone at office and their account was locked. Our records indicate the account was unlocked and rent was paid via online. Our billing manager did follow up with our resident. Thank you for reaching out and should you have any additional questions please contact us.

• Initial Complaint

  Date:02/28/2023

  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.

  We were approved for an apartment in *********, ** and they pestered ** to sign a lease agreement with pet rent/ pet deposit listed, even though they knew we were in the process of having the animals in the home listed as ESAs. We stated multiple times we were not signing any legal documents with incorrect information, and they continued to push us to. We eventually withdrew our application because we could not come to a resolution about our ESAs and now UDR is refusing to return our online holding deposit of $200 due to us canceling our application >24 hours after approval. It was never stated that the refund could be non-refundable. They did not notify us of this policy, could not provide documentation stating this policy, could not provide documentation that we agreed to this policy and could not provide documentation of a signed lease agreement.

  Business Response

  Date: 03/13/2023

  In response to consumer's complaint, attached is a copy of the Lease Application Agreement and a copy of the Lease Application Terms and Conditions - which provides that the Application Fee is not refundable and the deposit is retained as liquidated damages. Applicant applied on February 10, 2023 and cancelled on February 16, 2023 - and therefore, the deposit in the amount of $200 is retained as liquidated damages.

   

• Initial Complaint

  Date:02/13/2023

  Type:Product 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.

  On or about 6/29/22, i viewed an apartment at ************* in ********, ** through a self-guided tour. I received an automated text with an access code that i was able to respond to and ask questions. We were told that to apply $250 deposit was required which was refundable if canceled within 24 hours. On 7/1 we submitted a joint application and paid the $52.08 app. fee and deposit to total of $302.08. That afternoon, we found a unit that we liked more and I called River Terrace around 3pm to revoke our application. I reached a rep. who told me he couldn't see the charge yet, but that he would cancel the application and that when the payment went through i would receive a refund through the mail. On 9/2, i still had not received a mailed refund check and I emailed ***********************, a manager. On 9/6, ****** stated there were "issues with a chargeback on the account" and included her billing department. On 9/9, i asked both the billing department and ****** to confirm my mailing address. On 9/14, after no response, i followed up. I received an email on 9/16 from the billing department who simply copy and pasted my previous email where i stated my mailing address. On 9/26, i emailed "Thank you for confirming the mailing address. Please confirm if the refund was mailed". After no response, I emailed on 10/6 "I have yet to receive a refund by mail. Please confirm if the refund was mailed." After no response, I emailed on 10/10. On 10/13, i received "we are waiting on management approval and will confirm once completed." On 1/11/2023 after not receiving a confirmation or refund, i emailed again. On 1/12/23 i received a response: it would be sent today. On 2/5/23, i received a check in the mail. The check was for ONLY $197.72. I emailed on 2/5/23 asking why the full amount was not refunded. On 2/6, i received a response that there was a $104.16 application fee, which is inaccurate. My receipt given to me on 7/1/22 clearly states a $52.08 application fee.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair 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.

  I am originally from Orange County but made a move to ***** for work for a few months. Decided to move back to ********** and rented an apartment at **************** Apartments in ****************, **. After driving over 24 hours with a newborn baby I walked into my new apartment empty handed and saw roaches crawling all over. I immediately contacted the office and they came out and inspected the unit, was told there is no ***** problem even after seeing them in the drawers. I asked to transfer and they said not for 6 months into the lease so I hired a big company to treat my unit and after 6 months decided to transfer to *************************** which is owned by the same property management company as **************** (these are both properties owned by UDR **** and I was simply transferring due to the roaches and the homeless people in my backyard on a daily basis.) I got to my new apartment at Los Alisos after handing them my cashier check for $1150 (they told us to bring $1148) I got my keys and went on about my month of December. January came around and the balance of my December pro-rate has changed and we now owe $980 more. After back and fourth text with the billing department ******* texted us that $180.03 was the amount remaining after the confusion and that I had to pay it that day in order to avoid automatic late fees, so I paid it then and there. February rent is now due and I see they still have a previous balance of $800 due from the December billing mistake and they refuse to take it off or allow payment plans after the many different amounts being told to me to pay and all of the mistakes they made. I am being told new amounts every month from a mistake they made in December and it is causing a lot of anxiety and stress for me as I paid my February Rent on time and they are sending me pay or quit notices for the $800 mistake.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair 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.

  Ever since moving into this complex, we have had so many nightmares when it comes to maintenance requests. On 8/8/21 the day after when we moved in, we placed a request for our washing machine that did not spin. They came and "fixed" it but for the issue to keep happening. The same request was made again on 11/24/21 and 12/14/21. After the third request, I was finally told the washer could not be fixed and a "new" washing machine would be delivered. After waiting weeks, we finally got the new machine except it was not "new", it was used but functional. Here were are exactly a year later and this machine started to not spin as well and the lid remains in "locked" mode so it cannot be opened. I placed a request on 1/15/23, and now 3 weeks no one has come by to look at the washer. We have left 2 voicemails, which no one will call us back and dozens of texts which they somehow are more than happy to respond to those. We were told a week ago that someone would come on Thursday1/25 or Friday 1/26 and no one showed up. After calling on Monday 1/30, I was told the supervisor was out and would return Tuesday 1/31 to get back to me. I never got a call Tuesday. So the next day my boyfriend called and I texted. They texted me back saying maintenance got our messages. It is now Friday 2/3, and we still have a broken washing machine. How does a family survive without a working washer to have clean clothes and towels to use? I am beside myself with this place. Don't even get me started on the front and back gates being broken and wide open since July 4,2022. A mass email to the complex was sent on 8/16/22 saying the gates would be fully functional soon and to have our key cards ready and here we are 2/3/23 and they have yet to be fixed. I will be finding a way to break my lease since I cant live in my gated community with working appliances. This is the most stressful thing, to hate where you live, not feel safe and to be living under these conditions.