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, Inc.

  5600 Mulholland Dr. Glen Allen, VA 23060

• 

  United Dominion Realty Trust, Inc.

  5700 Woodcreek Cir. Richmond, VA 23228

• 

  United Dominion Realty Trust, Inc.

  9318 Tarheel Terr. Richmond, VA 23228

• 

  United Dominion Realty Trust, Inc.

  1950 Powell Creek Ct. Charlottesville, VA 22911

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:01/02/2023

  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.

  I have put in multiple requests for my smoke detector and have been told that I will receive a replacement. It's been more than a year and I still have no smoke detector. Every week, there is a mountain of garbage right outside my apartment that does not get resolved and I'm in a constant battle with cockroaches. I also have a $750 water bill due to their faulty plumbing and have requested multiple times to receive a documentation of repair, but have not received it. To top it off, their awful (put nicely) property finance manager, ************************* has charged me ridiculous fees over a blocked payment that was a result of an error to no fault of my own and then blocked me from making any future rental payments on the 30th of December. I want my ability to pay rent restored, ALL fees removed from my account, a month of rent waived, plus $750 toward rent to compensate for the insane water bill they've caused. I want NO further garbage pile *** from here out, and a new smoke detector. It is illegal to provide these unsafe living conditions and I'm within my right to file a lawsuit regarding these issues. If ALL outlined demands for restitution are not met, I want my lease terminated WITHOUT penalty, providing adequate time to relocate.

  Business Response

  Date: 01/04/2023

  Hello,
  Per our records, a request was place 12/16/21 for a replacement smoke detector and was completed. After that, the only other request we have for a new smoke detector was placed 12/31/22 and completed 1/1/23. We understand pest control issues can be frustrating,however, the last time pest control was requested was 12/17/22. There have been several occasions where the resident did not have the apartment ready for fogging and treatments were delayed. These situations sometimes require multiple and consistent treatments. We recommend requesting pest control until activity is no longer detected and preparing the unit for treatment once scheduled. If you are still experiencing issues, please submit a service request so that our team can assist. Our maintenance techs are currently inspecting for any sources (i.e. running water)that could be contributing to the elevated water bill. Our team will connect with the resident as soon as we have completed our investigation. Per the lease agreement, we may,at our option, require at anytime that you pay all rent and other sums in cash,certified or cashier's check, money order, or one monthly check rather than multiple checks. Rent is not considered accepted, if the payment/ACH is rejected, does not clear, or is stopped for any reason. We may, but are not required to, accept rent through direct debit, ACH or other electronic means established and approved by us. This denotes that we are within our right to require payment outside of the echeck system as a result of the two returned rent payments due to non sufficient funds. Additionally, the lease also states that any returned payments will accrue a fee of $75 and the resident is subject to a late fee ($100). The online payment options will not be unlocked for the resident as we must uphold the terms of the signed lease contract. Should the resident wish to terminate their lease, the best point of contact will be the property team. The resident will be responsible for any fees/penalties associated with breaking of the lease. We apologize for the inconvenience and appreciate your understanding.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18673537
  
  I am rejecting this response because: I absolutely did have my apartment ready for a fogging THIS WEEK and was rejected for reasons that were undisclosed to me. When I spoke to the office about it prior, they acted surprised as if they forgot to even pencil me on for it. As for the payment, it is completely unethical to block rental payment and require a mailed payment during the weekend before it is due. You have FORCED a late rent payment onto me. I've explained several times that the 2nd payment blocked was immediately rectified as soon as I learned it didn't process but you still continued to block my ability to pay. I've been a loyal tenant for 4 years and have consistently paid my rent month's ahead of time only to be treated like this with no sense of humanity from you over an error. 
  
  regards,
  
  *******************************

  Business Response

  Date: 01/17/2023

  Our team has actively worked to assist the resident with their pest control concerns. Fog preparation sheets have been sent to the resident and anytime their concerns for pests have been brought to our attention the home has been scheduled for treatment. Per the lease agreement, We may, at our option, require at anytime that you pay all rent and other sums in cash, certified or cashier's check, money order, or one monthly check rather than multiple checks. We may, but are not required to, accept rent through direct debit, ACH or other electronic means established and approved by us. Per the ledger, the resident has been late several times and had two NSF or returned payments. After continuous late or Non-sufficient payments we require residents' payment in certified funds. We apologize for the inconvenience. 

• Initial Complaint

  Date:12/12/2022

  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 have lived at this housing community for 30 days exactly. There has been no official acknowledgement of my work orders, no status, and no communication in regards to the projected timeline for completion. I feel it is unfair and deceptive practice to limit the accessibility of the maintenance representative who is responsible for arranging for the completion of these requests. I am unable to use my dishwasher, the dryer lint trap is damage and is a fire hazard, and the microwave dish does not match the model of the device which makes it difficult to use. The property is located at ************************ Community; *******************************************************************

  Business Response

  Date: 12/13/2022

  Our team has been in receipt of and is actively working to repair all items brought to attention by the resident. Our **************** Manager has been in contact with the resident and has scheduled repairs to be completed Thursday, 12/15/2022 per the resident's request. Our team will be our to make the repairs 12/15/22 and will be following up with the resident 12/16/22 to ensure all concerns are addressed and resolved. 

• Initial Complaint

  Date:12/05/2022

  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 live in Inlet *********** mildew and water damage happened due to a leaking pipe. After quickly removing my belongings from the damaged areas before the pipe could burst, the Ally contractors recommended that I leave while they left the machines to dry out the areas & until they could assess the mold and damage. I left on 10/6 and the loud dehumidifiers were in my unit from 10/6 until 10/17. Contractors started repairs on 10/24 and while I was told they would only take 3-4 days, they did not finish in that time. I was told by the leasing manager, ******** on 11/2 that my unit was done and when I returned on 11/3, it was not. I did not stay in my unit during the remediation because of health concerns from the mold and during the repairs and the entire unit was contained. In addition to that, I am a work from home employee, and it was not suitable for living or working. It took Ally until 11/11 to complete the repairs. Around 10/19, I asked ******** about pro-rated rent and she said she needed approval from corporate. No one ever reached out to me with repair updates. I had to constantly call and email. When the process took even longer and still was not done when I returned, I asked about waived rent for Dec and she said she was still waiting on approval. On 11/23, was only provided with $447.50 off the $1909.50 that I pay & a $100 gift card from the contractors because they admittedly left the machines in my unit too long. I was out of my unit from 10/6-11/3. ******** said that since I live in a 2/2, it SHOULD have been habitable even though 1 bathroom was having work done & both bedrooms & the other bathroom were contained because of the repairs so I?m not exactly sure where they were expecting me to live &work during the time of remediation and repairs or why they would expect me to continue to live in a unit with known mold before it could be properly assessed. This is an unacceptable rent reduction amount for what I have had to deal with here.Details attached

  Business Response

  Date: 12/08/2022

  Per our records, on 10/5 the resident reported a leak, after which drying equipment was promptly installed. On 10/7, our team informed the resident that per the contractors, they would need to keep the drying equipment on at all times, and the apartment would be habitable during remediation and repairs. The resident inquired about compensation at this time, and our team explained all repairs would need to be completed in the home before we could assess and issue any type of credit. The resident told our team that although the contractor deemed the home habitable, they decided to relocate during the remediation/repairs due to safety concerns and because with noise, and workers present, it would not be a suitable environment to work from home. The drying equipment was picked up 10/17. There was a small delay due to contractor staffing issues. Due to the delay, a $100 gift card was provided. The remediation process occurred from 10/24-10/26. The remediation areas were the guest bathroom, mechanical closet, hallway, and master closet. Ally (the contractor) was informed that the resident was not occupying the residence during remediation, therefore adequate containment was set to ensure the safe removal of all affected materials. Furthermore, the resident had expressed concerns of personal items becoming dusty or dirty throughout the process, which is an additional reason behind the elaborate containment. The resident also received a renewal fixture upgrade, which was scheduled during remediation repairs. This included new outlet covers, light fixtures, bathroom and kitchen hardware. All repairs were completed Friday 11/4, the touch up paint was completed 11/7, and the touch up clean was completed 11/8. The final completion date for everything was 11/10. When a resident does not have access to a part of their home,meaning if they have a 2/2 home and they could not use a bathroom for Xamount of days, then our team calculates 25% of the rent to be credited since they could not use that part of their home.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18528444
  
  I am rejecting this response because:the business has provided inaccurate and false information. The Ally contractors did not state that the apartment was habitable and in fact recommended that I not stay there until they could actually ***** the mold, mildew, and damage. The machines were placed in my unit on 10/6 and remained there until 10/17. I did not inquire about compensation until 10/19. I never informed the team that the contractors said that it was habitable because **** never said that, but I did inform the team of the health hazards and unsuitable work environment. The remediation/repair process began 10/24 but went beyond 10/26 because when I visited my unit the evening of 10/26, contractors were gone for the day and there was still significant work to be done and every time I reached out for updates days after that, it still was not done until supposedly 11/2. The reason the unit was not being occupied was because it was recommended by Ally that I leave and when I did return they had all areas contained to where I couldnt access any living spaces that were not being repaired. Also. I never expressed to anyone a concern about items becoming dusty or dirty during the process so that was done on their own accord. The renewal fixture upgrade was not part of the remediation and repairs. I was promised those as part of my lease renewal back in April 2022 & it was not until I went to the office to ask why I hadnt received them yet that the leasing agent seemed confused and spoke with maintenance, and then maintenance started to follow up on it. I was told by ******** on 11/2 that all repairs were done and the touch of paint was being completed by that afternoon. I returned on 11/3 to find that to be untrue. I went to the office to find out why it was not done & ******** called Ally back out that day and I was met with different contractors than the ones that showed ** in early October. The touch up cleaning did not happen until the morning of Friday 11/11, even though it was supposed to happen on 11/7 and they did not show up. When they did show up on 11/11, they only cleaned the guest bathroom but according to the Ally contractor, they were supposed to clean multiple areas. The the final repairs, which were done in the guest bathroom, were not completed until 11/11, and this was AFTER the touch up cleaning, which defeated the purpose of the touch up cleaning. While I do have a 2/2, both bedrooms and the additional bathroom were contained and unable to be used. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/05/2022

  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 applied to stay at ************** in *****. Paid my app fee and everything. Since then it has been DIFFICULT to get ahold of anyone. Ive had the pleasure of speaking to two customer service reps. *** knew nothing about anything (said he was new) & the other thankfully sent me my next steps but with no information on where and how to do them. Ive been trying to reach someone since Wednesday last week. It is now Monday (new week) Im supposed to be moving in this week and I cant even get ahold of anyone. Honestly at this point I think Im being scammed. Theres just no way this is a real company. At this point I would just love to terminate the lease. I no longer am interested in living here. No one available at the front office, customer service lines are busy. They listed me to move in on the wrong day, then ************* but on rhino it still says old apartment and old move in date. I just quit, I shouldnt have to go to h*** and back to contact someone about moving into an apartment. This is absolutely ridiculous.

  Business Response

  Date: 12/05/2022

  We sincerely apologize for the delays you have received in communication. A member of our team will be reaching out to attempt to resolve this concern with the applicant.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18523717
  
  I am rejecting this response because they will not get back to me. Theyve been playing that same recording since last week and the day is almost over today and still no one has reached out to me. I wont accept it until Ive finally had someone from this very poor establishment actually reach out to me
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/13/2022

  The applicant expressed they were upset because they were not receiving quick enough correspondence from our team during the leasing process. The applicant signed a lease to begin on 12/10/22. Per our records, on 12/1/22 the applicant said they needed to move up the move-in date to 12/2/22, which wasnt going to be possible. An associate reached out to ask the applicant if they needed to cancel their lease on 12/5/22 to which the applicant confirmed they did; The same day our team alerted the applicant we would be cancelling the app/lease. The applicant responded to this and confirmed once again they wanted to terminate the lease, which is what our team did. The applicant will receive a full refund of any deposits paid, however all application fees are non-refundable, as is outlined in the application agreement signed and initialed by the applicant. We are sincerely sorry to know the applicant has been disappointed by this process and will work to improve our processes in the future. The applicant can contact ********************************** with any billing-related questions or concerns moving forward.

• Initial Complaint

  Date:11/24/2022

  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.

  I submitted an application at ************************ in ************* on 11/18/22. I was set to start a new job 11/21/22 and needed to move quickly. I was approved for a unit same day. I paid the security deposit alternative, renters insurance, and signed the lease to move in on 11/19/22. I was told I just needed the move in fees in the form of money order or cashiers check. After emailing, calling, and texting the leasing office all day on the 19th to let them know my flight was late that night, I never got any answer. I arrived at the community after my late flight to be encountered with a rude concierge person at the desk. She refused to do anything to help so I ended up being stranded for the night. On Monday morning, I received a call from the property manager and explained to her what happened. She apologized and asked me to come in to be moved in. I got there and the manager was gone but the concierge person called her and she told me that my application fee returned and had to be paid along with the move in fees. She told me to hang tight and she would email me. I waited in the lobby for 5 hours with no email. The concierge called her back and she told me that they were unable to verify my start date for work and couldnt move in until they got an updated offer letter. It was at the *** so I told her I could get it the next day. Next morning, I receive an email saying that my application was denied because they couldnt verify my start date. This put me in a horrible bind as I not only was unable to begin my job on the initial start date because of this, it left me homeless in a place where I know no one. I also dont think it was particularly fair for them to allow me to sign a lease and tell me I could move in to deny me based on a start date when I was already here. I have already informed my employer, a law firm, about all of this and they are prepared to take action if I cant be made financially whole for this situation.

  Business Response

  Date: 11/30/2022

  In response to consumer's complaint, find attached a copy of the Final Account Statement and the Online Leasing Application. Pursuant to the application, the application fee ($90) is due the property and considered a non-refundable fee. Consumer may submit payment in full ($90) to www.UDRsecurepay.com. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18460510
  
  I am rejecting this response because: I had no issue with paying the application fee, they never gave me the opportunity to. This still does not address my original concern for forfeiting the lease and leaving me homeless. Legally, I am owed damages due to promissory estoppel, the legal doctrine that I may recover damages based on the promise (signing of the lease and of me moving in to the unit) and my reliance on that promise (me leaving home *****+ miles away to move in to the unit) was reasonable and the promise was detrimental to me(the cancelling of the lease and my homelessness). If this is not made right, this would not only classify as horrible business practices but will also be illegal.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/08/2022

  In response to consumer's rebuttal, consumer made payment of $215 on 11/17/2022 - the funds were returned 11/21/2022 (insufficient funds), leaving a balance due of $90 (the nonrefundable application fee). The balance due in the amount of $90 is valid and due.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18460510
  
  I am rejecting this response because: no one is rebutting the $90 due. I offered to pay it in person the day I was supposed to move in but was placed on hold by the property manager before paying the fees. That $90 has nothing to do with the fact that you had me sign a lease and prepare to move in only for me to move in and be stopped multiple times in the process with excuses. Those excuses placed me in a bind with nowhere to live and spending hundreds of dollars on hotel fees to not be homeless. If we could address the reimbursement for the hotel fees incurred and that alone, this issue would be solved for me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/07/2022

  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.

  UDR Apartments is currently not ADA ********* and they are making no attempts to resolve the issue. The elevator for our building has been down for 3 days, and they have not had a repair person onsite nor have they made reasonable accommodations for people with disabilities.

  Business Response

  Date: 11/08/2022

  There was a huge wind storm in the *** Friday 11/4 and Saturday 11/5, causing most of the area to lose power, which many are still without. Due to the power outage, our community lost access to 2 of the 4 elevators. Our team called the vendor on Saturday 11/5 for an emergency call multiple times but the vendor was only finally able to come out on 11/7-  Monday morning. Unfortunately, losing power is outside of our control. Additionally, there were 2 elevators working at all times, therefore the community remained ADA ******************* resident reached out to our team as well; They responded to and also called the resident and left a VM 11/7. They are waiting on a response to discuss the resident's concern.

• Initial Complaint

  Date:11/07/2022

  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 am contacting the BBB to investigate the issues that are happening at The ***** at Valley Forge, a UDR managed company. I have been a resident since last august there and pay for 2 parking spaces. On January 22nd 2022, I was offered to change my parking space from spot 805 on the seventh floor to spot 363 on the 3rd floor. I accepted and exchanged parking passes in the leasing office. On June 22nd there was a car parked in my assigned parking spot, the towing company in which residents are told to call, was not answering, there was no visitor parking and I was not going to park in someones reserved spot. I contacted the leasing office in which they told me that my spots were 353 and 805 in their system. It was never changed from the original email back in January. The leasing office then told me that the system would be updated and my parking spots would be 353 and 363. On October 12th another vehicle was parked in BOTH of my assigned parking spots. The towing company said that they do not tow cars that have assigned parking spots. Both of these cars were parked with assigned parking spots. I contacted the leasing office and they said that my spots are 353 and 805. This is the same person that has sent me the emails on BOTH occasions confirming a spot change. Now an employee from UDR said that the system is correct and my spots are 805 and 353, I believe that I should be refunded for BOTH spots as they seem to be renting them out to multiple residents and charging multiple times per spot.

  Business Response

  Date: 10/25/2022

  According to our records, the resident had two spaces on his account, P353 and P805, since we acquired the property. The resident claims conversations were had with former associates regarding the switching of spaces, however, we have no record of any such change being confirmed or made. The resident is not entitled to park in any space other than the two specifically assigned to their account. The claim that someone else is parked in their space is unfortunately invalid, as the space they reference is assigned to and paid for by another household. Conversely, the parking spots paid for by the resident are not available for anyone elses use. As a customer service gesture, our team has offered to credit the resident back their parking payments over the last 3 months. This is a customer service gesture, and no other concession will be provided as our records confirm this resident has only ever paid for and been assigned to P353 and P805. 

  Customer Answer

  Date: 10/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18235051
  
  I am rejecting this response because:
  I have attached 3 images , first is of an email correspondence that I have had with *********************, the same residential staff that has been working there and second of the parking pass 363 that was handed to me when I exchanged my 805 pass for it. I do not own a 805 pass. I believe a full refund of my parking spot 363 from when I originally switched to that spot in ******* is  needed. 
  The third image is of an email I have from the same employee ********************* confirming my spot change from 805 on the seventh floor to 363.

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/31/2022

  Our General Manager contacted the resident and did not hear back. To our understanding, the resident has physically vacated the unit and is no longer living there. The resident had access to the parking spaces paid for during their residency and we will be unable to go back beyond the original credit offered.

  Customer Answer

  Date: 11/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18235051
  
  I am rejecting this response because:
  The response is deceptive.  The general manager is the one that responded the email back in January confirming the spots. As far as vacating the apartment, if I am still paying rent and for parking spaces how are they being rented out to other residents.  Does the company have multiple parking spaces per spot? I still believe a credit for my spot from the email date on January 22nd 2022 is due. They have rented out that spot to multiple residents charging multiple residents for the same spot.  I question the legality of charging multiple residents for the same parking spot.  As stated before I have emails as well as screen shots all from ********************* in the head office confirming multiple times my spots are 353 and 363.  How you can read those emails and state that general management did not know is a complete lie.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/07/2022

  Despite the resident's concern, there has been no charging double for any single spot. Though there was prior miscommunication to the resident, which our team has owned, the spots were never changed in the system and therefore the resident was only paying for the number of spots they were using and had access to. Given the resident was never charged for additional parking nor parking they did not have access to, there will be no further reimbursement or discussion of additional reimbursement. If the resident, who has moved out, has any further questions they are welcome to respond to our current General Manager, who has still not received any response after trying to touch base with the resident.

  Business Response

  Date: 11/16/2022

  Despite the resident's concern, there has been no charging double for any single spot. Though there was prior miscommunication to the resident, which our team has owned, the spots were never changed in the system and therefore the resident was only paying for the number of spots they were using and had access to. Given the resident was never charged for additional parking nor parking they did not have access to, there will be no further reimbursement or discussion of additional reimbursement. If the resident, who has moved out, has any further questions they are welcome to respond to our current General Manager, who has still not received any response after trying to touch base with the resident.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18235051
  
  I am rejecting this response because: seeing how I turned in my keys today 11/16/22 and the manager on duty still had to ask me as to why I was turning in spot numbers 353 and 363 shows that there is zero communication. I was paying for a spot that was being rented out to another resident, spot 363. When you are charging two people for a single item isnt that double charging? There were times I did not have access to the spot and had to call the on call towing company, that could not tow a car with the assigned space. So yes I was restricted from accessing a spot that I have paid for.  Once again are attached emails dating back to January in which the spots should have been switched. I believe a refund for spot 363 from January 2022 is well within what is owed. There is plenty of evidence showing Signed emails from both the on-site manage that is still working there as well as other employees stating what spots are mine. Also the company has not owned anything., with evidence clear as day form their employees.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/12/2022

  Despite the resident's concern, there has been no charging double for any single spot. Though there was prior miscommunication to the resident, which our team has owned, the spots were never changed in the system and therefore the resident was only paying for the number of spots they were using and had access to. Given the resident was never charged for additional parking nor parking they did not have access to, there will be no further reimbursement or discussion of additional reimbursement. If the resident, who has moved out, has any further questions they are welcome to respond to our current General Manager, who has still not received any response after trying to touch base with the resident.

• Initial Complaint

  Date:11/07/2022

  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 was due to move in 10/15. Upon my arrival, the apartment was dirty, maintenance work needed to be done and it was not the correct unit. When I addressed this with the property manager, she belittled me and didn't offer a solution other than cleaning and filling the gaps between the floorboards and walls. They scheduled for the cleaners to come - they came and the apartment was still dirty. This is when I discovered that the refrigerator didn't work. In the past 5 days, I have not been able to live in my apartment and the other concern of my unit being smaller than advertised has not been addressed. My bedroom wall is 1 foot and 7 inches short and my living room wall is 8 inches short, everyone refuses to acknowledge this complaint. They will not offer me a lease transfer without a fee due to my complaints being "fixable". The only way to fix not living in the correct unit is to move. I have not been able to move in and this is causing a major inconvenience in how I am storing my belongings. The lack of response I feel is proper is alarming.

  Business Response

  Date: 10/31/2022

  Our team visited the residents unit on October 18th to look into the concerns the resident expressed. The resident mentioned there was a dead bug in the corner of the dining room, and in response our team scheduled pest control to have the unit treated as a precaution. The resident also expressed concern with some separation of the baseboards. Our maintenance team went through the unit and sealed any gaps present on 10/20/22. The resident is also concerned with the dimensions of specific walls in the unit, however the floor plans provided online do not disclose the measurement of each wall but rather overall square footage. According to our records, the resident submitted a ticket for the refrigerator on 10/21/22 and our team addressed the issue the same ************** the fridge and freezer temperature settings. Our team has addressed each item brought to attention and corrected the items requested by the resident. 

  Customer Answer

  Date: 11/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18253145
  
  I am rejecting this response because:
  While I appreciate my concerns being addressed, my apartment should have been ready on the day of my move in 10/15. Why was the apartment not cleaned before my move in? Why was maintenance work not done prior to my move in? Also, it was not just one bug, there were several and the overall cleanliness was disgusting. I have attached a file with pictures from 10/15. As for the dimensions, on the ******************** website, there are dimensions listed for two rooms. The rooms with dimensions are the bed room and the living room. The bedroom should be 12'7" x 8'8", per the ******************** website. Pleas look at the attached image, it is a screen grab of the website.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/16/2022

  The resident sent our team an email at move-in describing the issues they encountered. Our Manager gave the resident a call immediately on Monday and scheduled a walk-through with the resident. During this visit the resident mentioned pests found, separation at the baseboards in several rooms, cleaning,and that that there were discrepancies in the floor plan. The resident was informed that all items would be addressed immediately aside from the floor plan discrepancy. Pest control was scheduled for that week 10/20 and received additional treatment in the following weeks. Reports from our pest control vendor state that there was no live pest activity found. The separation of the baseboards can sometimes occur from the temperature changes as it is a terrace unit.Our team completed this request on 10/20 by sealing gaps in the kitchen, dining room, bathroom, and bedroom. All units receive cleaning prior to residents moving in. The day after our manager met with the resident initially, our cleaning team was deployed, and the unit was cleaned a second time. There is a notice on our website to all prospective residents that Square footage, amenities, and floor plan listed may vary between individual units and are subject to availability. We are unsure of where the resident is locating measurement discrepancies as we do not offer exact wall measurements on our website, only an overall room size estimate.  At this time, if the resident would like to transfer they will need to adhere to our transfer policy and are subject to the fees. The resolution for this complaint is contact by the company, and the resident has been in contact with our team with all issues brought forth having been resolved in a complete, professional, and timely manner.

• Initial Complaint

  Date:11/07/2022

  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.

  ********* Apartments, **************, ***** Foundation and structural issues since April 2022. UDR came in more than 8 times over several months to milk the problem until we move out and they can hde the cracks with spackle from the next tenant. During numerous inspections UDR offered to replace 7 doors and frames, cut out and replace sheetrock, and spackle more than 40+ cracks that we did not have when we moved in. There own employee showed us where they covered this up before we moved in. They stated it would take 5 days which is a joke since they cut down our bedroom door that was not closing due to foundation issues and have yet to paint it from May. Stated we have to move our stuff and it would be very dusty that would cover everything we own. This is a major rennovation, not a minor and we work from home. Had engineer do a zip level but has refused to share report if unit has major foundation or structural issues, they just want to cover cracks with spackle like they hid them before as we found out before we moved in. Instead of fixing the foundation that now has stopped our windows and doors from locking. Outside wall and siding now cracking open, so I assume we have a problem larger than lipstick covering.

  Business Response

  Date: 11/28/2022

  Our team had a structural team come out and survey the unit and evaluate repairs needed. We sincerely apologize for the delay in communication, but our foundation vendor will be beginning work within the week. Thank you for your patience as we work to resolve this concern.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18360041
  
  I am rejecting this response because: We have had no communication about foundation work, especially if it involves majpr work in our unit during the holidays. This has been ongoing for 8+ months and now after a BBB complaint and during winter they decide to send this message. UDR you better make sure you have all the city permits and notifcation to me for any work to be perfomed inside my unit or any obstruction of entry into my unit with proper notice by ***** law! Furthermore, how is the fondation going to be repaired when we have concrete to our garage and front entry without causing entry issues and major ground work? UDR has no idea how foundations are repaired and has clearly not consulted with the contractor to discuss the depth of the work needed to fix a foundation issue, as it appears they are giving the BBB lip service. UDR any bloackage of my garage or font door will be considered a major construction project and a lawsuit will be filed for breach of contract since you were well aware of this issue before I moved in and covered it up with spackle and paint. Your manager also agreed that no constrcution would begin before our lease was up during the foundation inspection due to the level of constrcution inside needed and the damage it would cause to our personal property and peace of living. I suggest you rethink your resolution at this time as you have contradictions from numerous employees.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/07/2022

  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.

  We have had maintenance tickets in for over the last year, May 2021 to be specific and just finally got a functioning fridge. We were forced to use a fridge that maintained 60 degrees. This is unhealthy and unsanitary. From Hurricane *** we have mold and a hole in our wall. Water also came up through the foundation and soaked the wall and carpet in the center of the room. All that has occured to take care of this is the contracted folks brought a dehumidifier and fan. Now we have been told that no repairs will take place until the roof is done. God knows when that will happen, because it took over a year for us to get a working fridge. The floor in our bathroom is coming up because of cracks in the foundation. I have put tickets in for that floor since May 2022. NOTHING has been done. We've also been told that they are going to put this off as "hurricane damage" for insurance. This was also stated to us in regards to all of the broken patio screens on property. Sounds like insurance fraud to me.We've also had to have our ducts cleaned professionally twice due to the disgusting build up. The residue still resides on the walls and vent covers. There have been other issues, but these are the issues that are currently impacting us.If I could break my lease, I would because living in these apartments that UDR proudly promotes as "luxury apartment" is a rip off.

  Business Response

  Date: 11/18/2022

  Although there *** be issues over the course of a residents lease, we investigate these issues thoroughly to ensure they are taken care of in a complete and professional manner. Delays in maintenance have been heightened by supply chain demand, concerns with suppliers and manufactures, workplace staff shortages,and the recent Hurricane. We have been working very hard to address all maintenance concerns in the order they come in unless emergent.
  Each time the resident placed a request regarding their fridge, our team went, investigated,and made repairs. This type of maintenance request sometimes requires troubleshooting. Unfortunately, the fix for issue *** take more than one visit to complete or parts to be replaced. We ordered the residents a new fridge but,due to supply chain issues, we experienced delays receiving it. We installed the new fridge as soon as it arrived, and a staff member was able to go out. We sincerely apologize for these delays and the inconvenience Our contractors have been assessing the roof damage and are working to make repairs promptly. Our service manager has also met with the residents recently to discuss the repairs to the floor and the outside patio door. The A/C vents were cleaned 9/2 and we have sent our team out to look into if another cleaning is needed.
  We will not be offering release from the lease as our team has assisted with every maintenance concern brought to their attention. Though there *** have been delays, the residents unit was never unlivable. Our service manager met with the residents to discuss the repairs requested and the residents were content with the timeline. The floors, vents, and wall concerns are being addressed promptly.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18360095
  
  I am rejecting this response because:

  You have point blank lied in this response. While maintenance did come and look at the fridge repairs were not made at any of the first 5 times tickets were made. They came, looked at the fridge,  said its working now and left. This is what we were told over and over again, although the fridge and freezer continued to flux in temp and food was spoiled. It was not until the most recent tickets that repairs were attempted. Once they decided they could not repair it a new fridge was not ordered and provided to us. The fridge from the maintenance shop was painted and given to us. While we did get a working fridge, it was not new and it continues to flux in temp. 
  
  
  These issues reported in my original statement have been on going for over a year. It is too little too late at this point. You have FINALLY sent a manager to look at all of the issues and now repairs are beginning. But it took me months of living in disarray and constant repair tickets.

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