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Business Profile

Property Management

United Dominion Realty Trust

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

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

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United Dominion Realty Trust has 60 locations, listed below.

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    Customer Complaints Summary

    • 147 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:08/01/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      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 at the address listed on this complaint form and there are several repairs that needs to be done one which is a safety concern because I have a 2 year old and there are windows broken and no screens. Also I have a 5 year old that have asthma and the air conditioner keeps going out. They had a contractor come out and I was told that the unit can't be repaired it's 20 years old and needs to be replaced. Then the contractor came back and said they are not replacing it but rather continue to repair it. It's full of dust and they expect the kids to keep breathing that. The dishwasher don't work the cabinet needs to be fixed the tile on the floor is cracked and there is drops of paint all over the bathroom floor. The carpet is dirty after they have a company come in and paint them. I had to be displaced from my apartment because they fail to replace the air conditioner. I tried contacting corporate they took my complaint but done nothing to help me

      Business Response

      Date: 08/16/2022

      Our team met with the resident last week and discussed the issues they were having. A new dishwasher is ordered and will be installed as soon as it arrives. Our team offered to replace the windows that the resident expressed concerns about. The missing screen the resident mentioned will be replaced once the window is replaced. Our team also offered to have the flooring replaced in the foyer, the bathroom and the kitchen. Finally, our team is scheduling a date to have the resident's carpets cleaned.

      Customer Answer

      Date: 08/17/2022

       
      Complaint: 17650736

      I am rejecting this response because: although the team has came out to address the issues I have not heard back from them to resolve anything. 

      This is the very reason I had to reach out to your office for help because they tell me they will take care of it but it doesn't get done so until I can see things working in progress I would like to keep this case open 



      Sincerely,

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

      Business Response

      Date: 08/24/2022

      This resident has been informed of the repairs our team has initiated, however the resident has not responded to requests to schedule repairs ready to be completed. Yesterday, 8/23/22, our team sent the resident a request to schedule a time to replace the flooring in the bathroom, foyer, and the kitchen. Our team also asked for the resident to relay a convenient time for the carpets to be cleaned. In addition to these repairs, our team informed the resident we will bring a contractor out to look at the cabinet door, the dishwasher has been ordered and will be installed when received, and the window replacements are ordered and will also be installed upon arrival. They additionally checked in and offered to install new screws in the ** panel, asked for additional detail about the toilet concern, and instructed the resident on how to replace the batteries in their lock. Our team is working diligently to repair every issue the resident has brought to attention.

      Customer Answer

      Date: 08/31/2022

       
      Complaint: 17650736

      I am rejecting this response because: I have not received any emails about the repairs in fact I reached out to the office manager asking why I havent heard anything about the repairs. I have been a resident for about 5 months now and brought these repairs to their attention when I first moved in nothing was done. I continue to hear we are going to fix it things are on back order all Im asking is that I see some progress I have seen noon. Almost a month ago I was told the carpet would get cleaned nothing happen I have been going through this since I been in the apartment. Nothing is getting done. I am available to get the work done but I need their team to start somewhere. If parts and items arent available start where the parts are available. 
      the toilet continues to stop flushing inside bowl fixtures needs to be replaced AC unit keeps going out. I dont want to close my case until I see progress. The reason I contacted the BBB is because they were not fixing any thing keep taking my request and doing nothing. I have been in this apartment for 5 months with a 2 year old and a 5 year old with no window screen and thats not even important to them they have not put a screen in the window yet please keep my case open

      Sincerely,

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

      Business Response

      Date: 09/13/2022

      Our team has reached out to the resident regarding toilet concerns, as we have not received notice of any issues since 7/19/22 when our team installed a tank repair, and 8/22 when they replaced the toilet handle in the guest bathroom. Multiple service managers have looked at the ** and are unable to find anything wrong with it. The last request placed for the ** was 7/24/22 and our team has additionally provided a portable unit. The screens will be installed when the window is replaced; The window has been ordered and we will install it once it arrives. Our team is actively addressing every concern the resident has reported, and will continue to do so. The resident will not allow maintenance repairs when they are not present, which has also caused additional delays in scheduling repairs. We will continue working with the resident to ensure each item is addressed.

      Customer Answer

      Date: 09/24/2022

       
      Complaint: 17650736

      I am rejecting this response because: there are several things that needs to be repaired and their team is only focusing on one thing which is the cracked tile. I have been in the apartment for approximately 5 months soon to be 6 and I keep getting is a promise to repair whenever I make my self available I get an excuse why the contractor cant show the toilet they claimed to have fixed cane after the complaints I started this case about. My microwave doesnt work the dishwasher doesnt work the cabinet needs to be fixed no screens and broken windows. There are several things that they can repair but its as if I have to wait on one thing I have been waiting 2 months for screens and I have small kids. They making this my issue but its things that should have been done prior to me moving in and I talked to the management team about it and give him 3 days to do the repairs before I moved in. I just think that are trying to drag this out and not do the repairs by saying they cant get in I explained to them last week that while we are waiting for the appliances the windows there are several things that can be worked on the carpet cleaning and more they are not scheduling anything to be done I was just told last week about some floors and the contractor getting an estimate but they are not doing the work at all

      Sincerely,

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

    • Initial Complaint

      Date:07/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Please help. I applied and signed my lease for unit 215 at the *************************** and now its back on the marker. I don't understand why it's back on the market. My leasing agent *************************** has not been helpful. I am only escalating this to the BBB because I already provided my current landlord with a notice. I ordered movers and found a school for my grandson. Its not okay to cancel my lease. Below is a message I sent to her. *******,Why is apartment 215 back on the market? I signed my lease and sent you a picture of it. I signed my lease on Tuesday night and when you said you didn't receive it I checked and resigned on Wednesday. I even took a snapshot of it as proof. As I have reiterated in every email I have been very sick from covid and sleeping most of the time to regain my energy. You had my number and could have called me. It is heartless to cancel my lease when it was signed. I would like this fixed immediately and if you refuse I would like to speak with your supervisor. This is not the way a company should treat anyone, especially a person who has to be bedridden with COVID (a disease that has killed millions worldwide). Have compassion. When you asked for my documents I immediately sent them to you and when you stated that you didn't receive them I sent them to you several more times. You took 1.5 weeks to respond to me and only give me 24 hours while I was sick with covid to sign a lease that I didn't have the energy to fully read. Attach are snapshots that back up my claim that I sent you my documents immediately on July 13th when you originally requested them. Then I followed up with you on July 15th via text message and email but received zero response. I even text ******** from the tour and stopped by the leasing office. I did me do diligence.I submitted my documents on July 13th and you finally responded on July 21st asking me to resend my documents which I then sent immediately.

      Business Response

      Date: 08/02/2022

      in response to consumer's complaint, an email was sent to consumer on July 27, 2022, with an explanation for the denial and cancellation of the lease. As consumer failed to timely sign the lease and there was a NSF on a payment made by consumer, the application and lease were cancelled.

      Customer Answer

      Date: 08/02/2022

       
      Complaint: 17641210

      I am rejecting this response because: I signed my lease twice. Once on Tuesday and a second time on Wednesday. As I informed ******* was struggling with COVID. I had a 104 fever, body aches, mind fog along with many other symptoms. Please see the attachment as evidence for my diagnosis. ******* never sent me a link to pay my rent. I informed ******* that because I was sick I couldnt fully comprehend what I was signing. She could have followed up with me via email or call before canceling my lease  especially when I signed it twice  its not okay to cancel my lease to get a higher-paying resident it is also not okay to cancel my lease when I am fighting a medical diagnosis  

      Sincerely,

      ***** Johnson 

    United Dominion Realty Trust is NOT a BBB Accredited Business.

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