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

• 

  United Dominion Realty Trust

  5900 Bent Pine Dr Orlando, FL 32822

• 

  United Dominion Realty Trust, Inc.

  9712 Tartuffe Dr. Richmond, VA 23238

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:10/24/2022

  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.

  United Dominion Realty/**************************** ***** **. They tried to manipulate me by making up laws that dont exist and tried to pressure me into renting apartment right away an even cited laws that dont even exist as reasons to why I should rent this right away. After that situation I felt intimidated and then feel comfortable renting from them I requested my $300 application fee returned to me which they denied. This company and their leasing agents definitely operate on ethically.

  Business Response

  Date: 10/26/2022

  In response to the complaint, please find attached the application for consumer. The admin fee ($200) and application fee ($150) are considered non-refundable fees per the online leasing application (attached).

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18306396
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************* I believe how unethical they were with making up lies about laws that dont exists made me feel like living there could be a liability. I only chose not to move forward because of there actions and now I am being punished for that with having money taken.

• Initial Complaint

  Date:10/18/2022

  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 rented this apartment from Dec. 2021 to Sept. 2022 while we were building our house. We includes myself, my husband, and our seeing impaired pug. We paid a pet deposit and pet rent monthly. When we moved out in Sept. 2022 I was told our apartment was good and there was no need to come to the final walk through by the property manager. A few weeks later we received our final statement showing we would not be receiving our deposit back as they needed to replace the carpet. After SEVERAL attempts to contact someone I went to the property to be told I could only resolve this issue via EMAIL ONLY with their billing department. It turns out there are stains on the underside of the carpet. (You would have to rip up the carpet to see the stains.) They are stating that we should have noted that on the intake form and that we are being held responsible for the cost of replacing the carpet, pads, and damage to subfloor. We did not cause any of these issues and they have no proof that the previous tenants didn't cause these issues before we moved in.They refuse to talk to us on the phone and state we need to have our lawyer contact them via email but their decision still stands.How are we to verify that there are no stains on the underside of the carpet before moving in?? That would mean removing the carpet. Additionally, where in the photos they are showing stains on the underside of the carpet, our furniture was sitting there? So there is literally no way we did that.Additional Issues with this Apartment complex:1) Our neighbors apt flooded extremely bad & NOONE informed us. The only reason I know is because there were workers blocking our entrance to our apartment for ********* finally asked what happened. I was told a pipe broke due to poor maintenance on the complex ruining the families possessions. 2) Our mailroom/cars were broken into MANY times. Some of those times were not reported to residences. 3) The Gates NEVER worked.More issues not enough characters

  Business Response

  Date: 10/26/2022

  In response to the complaint, please find attached 1) copy of the Final Account Statement (FAS) with an account balance ($467.52) 2) copy of the invoices for carpet replacement and subfloor repair (the invoice dated 2019 when the carpet was last replaced and the current invoice; charge to consumer is a prorated charge) 3) copy of the move-out photographs which document the charges assessed. With regards to the charge for carpet/subfloor, the property service team uses a moisture meter when inspection is conducted at move-out and moisture was detected in the unit during inspection (and is the reason the carpet was pulled back). The account was assessed appropriately, and consumer received a refund in the amount of $467.52.

• Initial Complaint

  Date:10/10/2022

  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.

  My wife and I lived at ************* Apartments from August 2020 - August 2021 (a property owned by UDR). We were perfect tenants.As is typical for tenants moving out - we paid the Andover House to clean the apartment (as this was a service they advertised for tenants moving out), including deep cleaning the carpet. A few weeks after we moved out - we were contacted that there was a final bill of $829.26, and that this bill included the cost of replacing carpet due to there being urine on the carpet. Not only is this an outrageous and completely false accusation - as we had no pets, and the location that they claimed was soiled was behind where a dresser was for the entire year (so there's no way anything could have happened). They also kept our payment for the "carpet deep cleaning", which they even stated did not happen due to the incorrect replacement.Upon receiving this final bill - we firmly disputed the claim, and found multiple billing errors. We had to walk UDR billing analysts through the errors multiple times (errors aside from the carpet dispute), highlighting UDR's culture prone to mistakes. The final adjusted bill (removing UDR billing errors but still containing the false carpet charge) was $354. Any tenant without significant attention to detail would have been overcharged $500, aside from the carpet charge. Who knows how much of UDR's revenue is from these types of "mistakes."After the obvious errors were fixed, we continued to dispute the carpet claim and eventually stopped hearing back from UDR representatives. We followed up multiple times and asked for representatives to call us, but never heard from them.Last week, we heard from a debt collector ********* regarding this bill. This was a total surprise, as UDR representatives had not responded to our requests to discuss this matter directly. We were bullied (with a threat of credit reporting) into paying, and request that UDR make this right and refund our payment.

  Business Response

  Date: 10/11/2022

  In response to consumer's complaint, please find attached the following: 1) copy of the Final Account Statement with a balance due in the amount of $352.51, 2) copy of an invoice for carpet install dated 4/8/2020 (prior to consumer's move-in date of August 28, 2020, 3) copy of an invoice for carpet install dated 9/16/2021 (after consumer's move-out date of 8/29/2021), 4) move-out photographs. The carpet was replaced due to damage beyond normal wear and tear. Consumer is welcome to submit payment in full in the amount of $352.51 via www.UDRsecurepay.com.

   

• Initial Complaint

  Date:10/03/2022

  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.

  1.Last Tuesday 9/20/2022 around 11:30pm, management towed my vehicle from my designated parking space. This situation has arised because management failed to communicate with the previous tenant. The tenant relocated to a different unit and management did not communicate with the tenant that relocating to a different unit will result in receiving a new assigned parking space. I received 414 parking spaces on the 17th and had no issue with parking until the 20th of Tuesday, that's when the tenant requested to have my car removed from "his designated space". Upon receiving the tenant's request the receptionist called the tow truck, she should have done her due diligence to check the system first. My vehicle was returned back to me fairly quickly without making it to the impound, however, during the process of loading my car to the truck my wheels were scratched and damaged. As a result of my car being towed, wheels were damaged,my husband left for work at 3:30am without any rest, and I had to rescheduled my clients next day to take care of the situation.2.There are cigaratte buds being left in my parking space and some corners in the lot have buds stacking up. The floor of the parking lot is too dirty. It is clear that no one is cleaning or maintaining the parking lot.There are many bolts in the parking lot being left by workers causing potential tire damage.3.There were insects living in between the cabinet drawers, I found them while cleaning the kitchen. They were dead by the time I swooped them out of the cracks in between the drawers, not sure if there are holes somewhere behind the walls for them to access the kitchen cabinet.4.Poor security. Entrance to the buildings are not guarded properly resulting to homeless people roaming around the building trying to find outlet or restroom. No security cameras or guards in the lot to catch and stop potential threat. There are two receptionist at the lobby however, not enough people to take care of the whole building.

  Business Response

  Date: 10/05/2022

  The resident's vehicle was incorrectly and mistakenly towed from our parking garage; The mistake was realized and the vehicle was returned within 2 hours. Our team is inverstigating the resident's claim that their tires were damaged with the tow company and is in the process of determining a course of action. Our team has been in contact with the resident and informed them that they will follow up when more information is available. 

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18163012
  
  I am rejecting this response because:the response from business is inaccurate, the vehicle was gone over two hours and the wheels were damaged. I have received a response via email from the business with their decision. However the compensation amount does not make sense and the explanation of the decision is unclear. No implementation regarding the safety of the residences and maintaining cleanliness of the building was addressed. I'd like to reconversate regarding the compensation amount.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/20/2022

  Our team conducted research with the tow company and ****** DTLA and determined the wheel could not have been damaged by the dolly. The team spoke with ****** DTLA, who relayed they are able to perform wheel repairs for $150 per wheel. Although it was determined the wheel damage was not caused by the tow truck, our team has offered a $500 credit as a customer service gesture for the inconvenience of the accidental tow. Additionally, according to our records the resident has not submitted any maintenance requests for community maintenance; Our team is happy to address any maintenance concerns the resident may have, however per the lease the resident must inform the team in writing/via the resident app.  We ask that residents contact the police or Courtesy Patrol should they encounter any non-residents or transients around the community so the situation can be addressed promptly.

• Initial Complaint

  Date:09/27/2022

  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 am trying to get my full security deposit back from an apartment complex leasing company. They have only sent me a partial refund for the deposit and refuse to pay back the full amount. Their explanation for why I was only given a partial refund was "paint damages" and they have refused to supply any evidence to support that claim. I have reached out to them multiple times to get the full deposit back. They have stopped responding to my emails and they do not staff anyone on their phones for billing inquiries so I am unable to reach them and resolve this on my own.I have attached a copy of the move in statement showing that my deposit was $500, as well as the check they sent for the partial refund of only $357.58, as well as the email correspondence with them.I would like them to send me a check for $500 for the full amount of my security deposit.

  Business Response

  Date: 09/28/2022

  In response to consumer's complaint, attached is a copy of the Final Account Statement (consumer received a refund in the amount of $357.58) and a copy of the invoice for paint charges. The account was assessed appropriately and considered closed.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18135782
  
  I am rejecting this response because UDR has failed to provide any evidence of paint damage. I am once again asking that they refund my full $500 deposit with no charges for damage.

   

  I've asked them to show specifically where the damage was done and they were unable to do so. When I pressed them for evidence, they simply sent 60+ photos of the apartment from the move out inspection, but failed to show damage in any of them.

   

  UDR continues to refuse to refund my full deposit, despite the fact that there was no damage to the unit. The only resolution I will be satisfied with is the refund of my full $500 deposit with no charges.

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

  Business Response

  Date: 10/05/2022

  In response to consumer's rebuttal, the charge for paint is removed from the account, which will result in a refund to consumer. 

• Initial Complaint

  Date:09/22/2022

  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 moved out of an apartment I rented and the move out statement has charges I do not agree to be paid, I contacted them directly explained my position but they keep pushing back saying I have to make the payments; the main payment I do not agree with is a ***** charge classified as "not reported leak" in the laundry room.when I moved in was noted there was a spot in the wall they said the appliances had to be replaced they came replaced it and I never had an issue with water leaking or anything indicating what was going on in the back of the wall they sent someone to replace the appliances moved them away from the wall and I never looked there to see if there was more damage or anything caused at all since their maintenance people took care of it.they sent me pictured of the laundry room where is evident the pipes had a water leak and this caused rust in the pipes and water damage in the wall and floor but from the front of the laundry room where I was able to see without moving those away from the wall no damage or water was seen.this damage was caused by poor maintenance and installation of the replaced appliances (all this records and request must be in their system but since I already move out I don't have access to this in the portal anymore); there's many reviews in ****** maps of this rental community (https://www.udr.com/*************-apartments/alexandria/newport-village/schedule-tour/) including mold and water damage due to pipes not repaired correctly, I feel this landlord is just seeking me to pay for damages caused by the bad maintenance of their structure and there was no way for me to see what was going on in the back of appliances they provided and installed.I'm attaching a copy of my lease agreement with the address of my unit where I lived at *************** apartments (**** **********************************, **********, ** *****) managed by UDR so far I've been in touch with the billing department of this community over ********************************** e-mail.

  Business Response

  Date: 10/05/2022

  In response to consumer's complaint, attached is the following documentation: 1) copy of a revised Final Account Statement (with a balance due in the amount of $1,358.77), 2) copy of 4 invoices (documents the charge for paint, cleaning, baseboard replacement, trash out, and replacement of subfloor), 3) copy of move-out photographs (which document the charges assessed). The revised balance in the amount of $1,358.77 is valid and due the property. Consumer is welcome to submit payment in full via www.UDRsecurepay.com or email ********************************** with payment concerns.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18062013
  
  I am rejecting this response because:

   

  I see the **** initial charge was removed but there's items related to the laundry detailed below.

   

  $320 painting damage due to flood

  $160 laundry baseboard

  $560 subfloor laundry 

   

  This laundry damage was caused by a bad appliance/plumbing and there was no way for me to see any damage and report it while I was renting the unit what I did was adding a stain/different paint color in the wall behind the appliances in the laundry and report also a washing machine change needed the rental community had the responsibility to change the broken alliance and make sure it was properly installed if there was water leaking never was seen in the front for me to notice and I never moved the appliances from the spot where those were so is not my repaonsability to cover those repairs in the laundry.

   

  I reject the offer of the leasing office and request those charges caused by the laundry repair to be remove to pay an adjusted balance of the move out statement

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

  Business Response

  Date: 10/11/2022

  in response to consumer's rebuttal, per property management, when the inspection was conducted at move-out, water/mold damage were found to the wall & sub-floor. Management checked the property system to see if the consumer submitted a ticket to remedy the issue, however, no tickets were found submitted for the issue, nor was any email sent to alert management to the issue, so management could fix the problem. The revised balance due is valid per the invoices and move-out photographs provided as documentation. 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18062013
  
  I am rejecting this response because:

   

  there was a ticket sent to replace the washer and they did I mever noticed anything going on in the back becaise i was not the owner of the property and their maintenance team went moved and replaced the washer so they should have notice any water damage or the installation was done incorrectly and water started damaging the back, i am not resposnable to report damage caused by apliances they provide if i dont notice anything in the front of the room without moving the appliances.

   

  There was a ticket to replace the washer and they should have notice something was wrong or the replacement was made wrong but this damage to the wall and floor was caused by an appliance they provided so how am I supposed to be responsible for something I didn't installed or provided to be installed at the apartment this charge should be assumed by the leasing company not by me.

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

  Business Response

  Date: 10/21/2022

  In response to consumer's rejection, the documentation and revised FAS previously sent are valid and due the property. Management installed a washer January 2021 and did not note any issue at the time of installation. Consumer did not report any issues after installation of the washer and therefore are responsible for the damage. The balance in the amount of $1,358.77 is valid. Consumer is welcome to submit payment in full to www.UDRsecurepay.com.

   

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18062013
  
  I am rejecting this response because:
  

   

  the leasing company is accepting the did intalled a new appliance this means the applance was either defectibe or installed incorrectly causing the water filtration, is not my responsibility to move the appliances away from the wall and check if everything is fine, as i have always said the damage wasnt visible in the front of the washer and dryer so how was it possible for me to reoort a damage not visible.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/15/2022

  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.

  My husband and I were going to lease at *********** in ******** **. We paid the $550 deposit. We were not able to rent due to a criminal background. I was informed via email on 8/05 from *********************** that after further review (since we had asked for them to check again since neither of us have a criminal background) we were still denied and our refund would be processed for the deposit. Since we needed to move quickly with our current landlord, we signed another year that day with our current landlord. About a week later we heard from ***************************** that our criminal dispute was an error and there was nothing on our records. She sent us a lease to sign but we never signed it because we had already been told our deposit would be returned and our application was still denied. I received another confirmation from *********************** on 8/10 that our deposit would be sent within 2-4 weeks. A week later on 8/16 I received a final account statement showing the deposit due and it read at the bottom Your security deposit has been processed. A check made payable to all lease signers will be mailed to the forwarding address you provided. You should receive your refund within two to three weeks. this was also signed by ******************************* on 8/16. I reached out a few weeks later when it had been 4 weeks since I received the statement. I only heard back from ****** yesterday on 9/14 that a check was not sent because we decided to cancel the lease. That is incorrect information and I have written emails and a statement showing the check is due. It has now been over 5 weeks that this all started. The customer service has been absolutely terrible. It shouldnt be this difficult to get our money back.

  Business Response

  Date: 09/15/2022

  In response to consumer's complaint, a refund check was processed on August 24, 2022 and sent to *****************************************************************************. Consumer may contact Billing at ********************************** if the check was not received.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18029604
  
  I am rejecting this response because:
  
  I emailed the billing department on 9/15 and have not received a response back. If a check was sent on 8/24 we should have received it by now. Tomorrow will be 4 weeks. We have never not received our mail before. The customer service is absolutely terrible. It shouldnt take this long to get our money back or receive a response regarding our missing check. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/28/2022

  in response to consumer's complaint, our records indicate that the check was sent on August 24, and the check was cashed.

• Initial Complaint

  Date:08/25/2022

  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.

  My husband and I applied for a residential lease at ******************** and put forth $550 deposit. They only work via text (no in person) and in addition took days to respond to any inquiry. After numerous attempt to get an update on the application process without success, we texted them withdrawing our application. They replied that well receive our refund in 2-3 weeks. Weeks after we have already withdrew, we get emails to sign the lease agreement. I replied saying we had withdrew it a while ago. Another week later, I receive a text asking if we are going to sign the lease. I reply saying *** communicated multiple times of our withdrawal but that am still waiting for the deposit refund. The text they sent back was that they wont refund because its been through the approval process. Again, we withdrew before it went thru the process but they proceeded anyways. So weve been trying to get out deposit back not to mention the time and stress going over this issue with no one responsible to deal with on the other e d

  Business Response

  Date: 08/29/2022

  In response to consumer's complaint, per property management, the application was cancelled August 1, 2022 (applied on July 22, 2022) - beyond the 24 hour period to cancel (to receive a refund). 

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17776627
  
  I am rejecting this response because:the policy also states and confirmed via email by leasing office that deposit is also refundable if application withdrew before application approval. We have on record that we withdrew on Aug 1 and application approved Aug 8. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/02/2022

  in response to consumer's rebuttal, attached is documentation to support that the application was approved 7/27/2022; consumer cancelled the application on 8/1/2022, beyond the period required to receive a refund. 

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17776627
  
  I am rejecting this response because 1) Friday, July 29th I asked them about status of application and no response was given; 2) Aug 1st, we were still being asked for proof of income. Thats another reason that prompted us to withdraw; 3)  On Aug 1, I texted the only contact number UDR makes available for communication withdrawing; 4) Aug 8th, we received the email that application was approved and steps to finalize the lease; 5) Aug 8th, I replied back referencing we had withdrawn the application a week prior; 6) Aug 13, I received emails and text reminding us to sign the lease. Again, its their lack of communication and obviously they are not aligned internally. One team is asking for proof of income, while the other is saying its approved, while other says refund will be issued and others dont even know we had withdrawn the applications days prior. See attachments 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/15/2022

  Please find attached a revised Final Account Statement. Consumer will be issued a refund in the amount of $550.00.

   

• Initial Complaint

  Date:08/23/2022

  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.

  A check for my security deposit was sent to not me on June 24 for the amount of $423.18. It was sent to an incorrect apartment in my building after I moved out. I gave an updated forwarding address to them. It was cashed by another tenant. They have submitted a claim to their bank for fraud under the wrong name for us and have done nothing to help us actually get it corrected. We lived in apt **** and it was sent to ****. It makes no sense.

  Business Response

  Date: 08/25/2022

  Billing has reached out to the consumer with the appropriate forms provided by the bank to clear the issue. Consumer will need to work with Billing to resolve the issue.

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17759842
  
  I am rejecting this response because:

   They game misspelled our names several times on these forms and have made no real effort to reimburse us for the time and effort it has taken to correct their errors. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2022

  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 rented an apartment from UDR at *********************************** from March 20, 2018 through April 15, 2022. After our lease ended on April 15, 2022 it has been a nightmare trying to get my ******* deposit back since I moved out 4 months ago. They have sent me approximately 4 incorrect final statements including one that was billing me twice for the last months rent which I pointed to their billing department that it was paid from the first of the month. They corrected the error and no one apologized. They sent another statement with which upon reviewing it Ive pointed out that theyve been charging me for the past 4 months for renters insurance which I was already paying for through eRenters which confirmed that they (eRenters) did not notify UDR of any changes to my policy. As of today 8/15/2022 UDR has not fixed that issue. As of today 8/15/2022 I have email UDR billing department including the office manager *********************** and *********************** well over 5 emails and more than a dozen phone calls which goes straight to voicemail. I have called the office several times since we moved out and leave several messages regarding the next step after we vacate the unit and as of today 8/15/2022 I still have not received any response from the office to resolve this issue of refunding me back my deposit. I have been very fair and patient with UDR on this matter, however they have shown extremely poor customer service and as if they do not care about holding on to my deposit unfairly. We need to take action and start a formal complaint with the Better Business Bureau and all other entities to make sure that other customers dont have to go through this nightmare. Thank in advance for assisting.

  Business Response

  Date: 08/15/2022

  In response to consumer's complaint, consumer's refund will be sent to ******************************************************************.