Business Profile

Property Management

United Dominion Realty Trust

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:01/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I live at ************** in ******* *****, and I have lived here for about a year and a half. Late rent hits our accounts on the 4th of each month. On December 3, 2024, I logged into the resident portal to pay my rent (I had just been payed, so money was not an issue here), when I noticed they were still charging me for liability insurance (when your account doesn't reflect active and current renter's insurance). When my lease renewed in October 2024, I provided my renter's insurance twice via email and once in person for them to finally remove the $10.00/month liability insurance. That was resolved. My complaint is that I was in the portal on the payments page on December 3 (confirmed by the leasing office agents in person on the back end) but I was charged $158.10 for a late fee. Clearly, I was distracted by their continuous mistake of not adding my renter's insurance to my account after asking 3 times, that I didn't successfully click 'Submit Payment', resulting in the late fee.I have reached out to the head of their Billing Team (***** *****) to request a credit of $158.10 to my account, who told me no on 12/9. I asked to escalate this matter and she provided me her supervisors name (**** ******). I emailed **** on 12/12 and 12/21, and received no reply. I have just now forwarded this thread to the CEO (****** ******), COO (******* ****), and the *** of Property Operations (*********** *******) seeking a fair and equitable resolution. They do not have anyone on their website responsible for ***************** or Customer Service.I'm not seeking for the money to be returned to my account. All I am seeking is the $158.10 to be credited towards my next payment. They have not tried to resolve this as I haven't received a response from **** ****** for over 3 weeks now.Thank you,**** ******** Attached is the communication thread of all emails referenced here.
Business Response
Date: 01/06/2025
We are in receipt of your message and appreciate the opportunity to address our residents concern. Our billing team has been in contact with our resident today (1/6/25) to discuss this concern. A resolution was discussed, and should our resident have any other questions or concerns, we kindly ask they contact the onsite team so we can assist.
Customer Answer
Date: 01/06/2025

Better Business Bureau:

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

Sincerely,

**** ********
Initial Complaint
Date:12/19/2024
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.
Ive lived at ********* at ********** for 3 almost 4 years and this year I feel like my leasing agreement has been completely violated . They are charge residents as well as guests for parking in a community that lacks amenities. $10/ a night for guest parking when we live well out the way and there is ample parking spaces available. When I initially lived here in 2015 it was not at all like this but now its clear they charge for everything however no new amenities or expansion has occurred since moving back.
Business Response
Date: 12/23/2024
We are in receipt of your message and appreciate the opportunity to address our residents concerns. Information about the amenities offered at our community, including a detailed map to help locate each amenity, is available on our community website. Our swimming pool closes annually at the end of the summer season, while all other amenities remain open and fully operational year-round. According to our records, the resident reached out to the onsite team on December 19th with a question regarding guest parking. Our team responded on the same day, providing the requested information. If the resident has any additional questions or concerns about parking or any other community matter, we encourage them to contact our onsite team at their earliest convenience so we can provide further assistance.
Initial Complaint
Date:12/16/2024
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 paid a holding deposit in the amount of $500 on October 20th, 2024 for a unit we were applying for. Our application was denied and we were supposed to get a refund of our holding deposit.We followed up many times about it and on November 18th, 2024 we followed up again and we were told the check has been issued and we should receive it within 15 postal ********** is already December 16th and we still have not received our refund.
Business Response
Date: 12/17/2024
In response to consumer's complaint, a refund was sent in the amount of $500.00; to date the check has not been cashed. Check was sent to ***************************************. Please advise if there is another address that should be used.
Customer Answer
Date: 12/18/2024

Better Business Bureau:

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

Sincerely,

****** *** **** ******
Customer Answer
Date: 01/06/2025
We paid a holding deposit in the amount of $500 on October 20th 2024 for a unit we were applying for. Our application was denied and we were supposed to get a refund of our holding deposit. We followed up many times about it and November 18th 2024 we followed up again and we were told the check has been issued and we should receive it within 15 postal days. Today is already December 26, 2024 and we still have not received our refund. We followed up again on December 19, 2024 We did not received any response. ***** ****** ****** *** **** ******

Refund
Business Response
Date: 01/07/2025
In response to consumer's complaint, a check was sent on January 3, 2025 to the following address: **************************************************
Initial Complaint
Date:12/10/2024
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 lived for 3 years in one of UDR's affordable housing units due to my **********, and I moved out in July 2024 because I moved out of state. Before moving, I hired professional cleaners to perform a "move out deep cleaning," for which I have the receipt. However, after I moved out, UDR informed me that they deducted $270 from my return deposit for carpet cleaning services, and they sent me photos of my carpet with absolutely no proof of damage. I followed up weekly for four months to get an explanation from them and they refused to address my question. Furthermore, they did not return my deposit to me within 45 days as required by Maryland law because they forgot to include my new apartment number when they mailed it. They did not deliver my deposit to me until October 19, which means they owe me triple the original deposit according to Maryland law. I do not have the energy to fight them on the 45 day rule but at the very least I want them to return the $270 to me that they withdrew for unnecessary carpet cleaning charges that they refuse to prove was necessary. As someone who was living in their affordable housing unit, this means a lot to me and I would really appreciate any help in getting my full deposit back.
Business Response
Date: 12/12/2024
In response to consumer's complaint, please find attached 1) copy of the Final Account Statement (FAS; consumer received a refund in the amount of $244.32) 2) copy of an invoice for carpet cleaning 3) copy of move-out photographs. The consumer was charged $270.00 related to needed carpet cleaning. The account is assessed appropriately, and no further amounts will be refunded.
Customer Answer
Date: 12/12/2024

Complaint: 22666666

I am rejecting this response because: The "1414 MO.pdf" document provided by UDR does not show any evidence of carpet damage, and the checklist specifically says that there is no evidence of pet odor (see "Evidence of Pets?" line item on pg. 3 and "Odor" line item on pg. 4). I have already provided my receipt showing that I paid for a move-out deep cleaning on my own, and the checklist provided UDR shows that there was no damage, so they are charging me $270 unnecessarily.

Sincerely,

****** *****
Initial Complaint
Date:12/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Outline for BBB Business Name: UDR ******************* (************** at ******)Summary of Complaint:I am disputing several charges from my final account statement after vacating the apartment managed by UDR at ************** at ******. These charges appear baseless, inflated, and inconsistent with fair billing practices. Despite attempts to resolve the matter with UDR, I have not received adequate responses or adjustments.Details of the Complaint:Unjustified Cleaning Fee:UDR charged me $150 for cleaning, despite the apartment being professionally cleaned prior to move-out.I have a receipt proving the cleaning was completed and dispute this charge as unwarranted.Inconsistent and Fabricated Utility Billing:Utility charges on my final statement are significantly higher than usual. For example:October utility bill: $120 (significantly higher than my average monthly utility bill of $70 for the prior three years).November prorated utility charges: $83.05 (even higher than a typical full-month utility bill).I contacted **************** and confirmed that the city bills the entire property for utilities, not individual tenants. This suggests that UDR allocates charges arbitrarily without transparency.UDR placed November utility charges on my account before the city even billed them for November, which I can document.Improper Charges for Normal Wear and Tear:UDR charged $300 for drywall and paint repairs. However, I lived in the unit for three years, and Texas law considers repainting and minor repairs as part of normal wear and tear, not tenant responsibility.These charges lack documentation or evidence of unusual damage beyond standard tenant use.Excessive Carpet Charges:UDR charged $250 for prorated carpet replacement/cleaning. After three years of tenancy, this charge should not be passed to the tenant unless there is evidence of significant damage beyond normal wear.
Business Response
Date: 12/17/2024
In response to consumers complaint, attached is 1) a copy of the Final Account Statement (FAS), 2) a copy of move-out photographs, 3) a copy of an invoice for carpet replacement, 4) a copy of an invoice for repairs. The account is assessed appropriately and pursuant to the lease. Consumer is welcome to submit payment in full ($651.63) via **************************************.
Customer Answer
Date: 12/22/2024
Complaint: 22651799

I am rejecting this response because:

1. Photos Do Not Support Cleaning Charges
The photos provided by UDR do not show a dirty apartment or any significant cleaning concerns. Before move-out, I hired a professional cleaner and left the apartment in better condition than it was provided to me at move-in.
At move-in, the apartment was not clean, which I documented during the initial walkthrough. Despite this, I ensured the apartment was professionally cleaned before moving out. While I do not have a traditional receipt, I can provide evidence of payment for the cleaning service through Cash App.
Charging me $150 for cleaning, without showing any evidence of significant cleaning needs, is unwarranted and contradicts the apartments actual condition.

2. Redundant and Excessive Charges for Normal Wear and Tear
UDRs response attempts to charge me multiple times for normal wear and tear, which is explicitly protected under Texas law and my lease agreement. Specifically:
Cleaning Fee ($150): UDR fails to show evidence that this fee is justified, particularly since the apartment was professionally cleaned prior to move-out.
Carpet Charges ($169.97, reduced from $250): The adjustment to the carpet charge already indicates that their initial billing was arbitrary. After three years of normal use, any wear on the carpet falls under normal wear and tear and should not be charged to the tenant.
Paint and Drywall Charges ($300): The photos show minor scuffs and small nail holes, which are consistent with normal wear and tear after a three-year tenancy. UDR has failed to demonstrate any excessive damage beyond what is reasonable.
By charging for cleaning, carpet, and paint simultaneously, UDR is attempting to charge me multiple times for the same normal wear and tear. These charges are redundant, excessive, and go against routine turnover maintenance practices.

3. Arbitrary Utility Charges Remain Unaddressed
UDR continues to ignore my concerns regarding the inflated utility charges for October and November:
October Utility Bill ($120): This is significantly higher than my historical monthly average of approximately $70 over three years.
November Utility Charges ($83.05): Despite being prorated, this charge inexplicably exceeds my typical full-month utility bills, even though my occupancy during November was limited.
I contacted ****************, which confirmed that the city bills UDR for the property as a whole, not individual tenants. UDR has failed to provide any documentation or methodology to justify how these charges were calculated or allocated. Without transparency, these charges appear arbitrary and unsupported.
Additionally, UDR billed me for ****************** prior to the city issuing its bill. They also misrepresented the RealPage software-generated utility statement as a direct city bill. ******** is property management software, and it has been tied to numerous lawsuits alleging overcharging practices. These facts further support my concerns regarding the arbitrary nature of these charges.

Request for Resolution
To resolve this matter, I respectfully request that UDR:
Remove the $150 Cleaning Fee: The photos do not support this charge, and the apartment was left in better condition than it was provided at move-in.
Remove the $300 Paint and Drywall Charges: These charges fall under normal wear and tear after three years of tenancy.
Provide Documentation for Utility Charges: I request a detailed breakdown of how the October and November utility charges were calculated, along with supporting evidence. Without this, the charges should be removed.
Provide a Corrected Final Statement: UDR must provide an updated final account statement reflecting the above corrections and adjustments to accurately reflect my liability.

Conclusion
UDRs own actionssuch as adjusting the carpet chargedemonstrate that some of their initial charges were arbitrary. Their failure to address the inflated utility charges and reliance on redundant charges for normal wear and tear further highlight inconsistencies in their billing practices.

Sincerely,

******* *******
Business Response
Date: 01/17/2025
In response to consumer's complaint, as of 01/15/2025, the account is paid in full and now considered closed.
Initial Complaint
Date:12/03/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I make my rent payments two days early each month in the amount of ******* and some odd cents. This month I completed my November payment on October 30th and on the 31st my account was paid up and cleared. The apartment complex is saying my rent was paid late and they added an additional $175 to my next months rent payment. I've reached out to the front office multiple times but they never answer the phone when I finally received a call back the only thing I was told was that they don't waive late fees despite me clarifying when my payment was made, how much I paid, and that it was NOT LATE. I was then given a number text the property manager and it turned out to be an automated text messaging line that only responds after the office has already closed. I work during the day and feel as though my issue is being over looked. I am a single mother and I already have to live in this unit with vents filled with mold so much so that if I turn the heat on the entire apartment smells like mold, not to mention my ac unit also breaks down every other month and leaks out of the ceiling. I would just like to have this rectified simply because I was not and never am late on my rent I pay it early because I don't want my daughter and I to be homeless. I can provide whatever information is needed. Thank you for your consideration.
Business Response
Date: 12/16/2024
The fees and notice were originally issued because the account was considered past due. Upon review by our business manager, it was found that the resident had submitted the rent payment early, leaving only the fees as the outstanding balance. As a courtesy, the business manager waived the fees since the rent payment was made on or before the due date.
Regarding the resident's maintenance concerns, we acknowledge that some issues may require a degree of troubleshooting or multiple repairs to achieve a complete resolution. While we understand this can be frustrating, our team is dedicated to addressing all maintenance concerns promptly and thoroughly. At present, all service requests for A/C issues have been resolved.

The resident first reported a concern about a mold smell on 11/30/24, with no prior reports of this issue. On 12/6/24, our maintenance team removed all A/C vents, cleaned behind the vents as well as the vents themselves, disinfected the affected areas, and reattached the vents. If the resident continues to experience issues, we encourage them to submit an additional service request so that our team can further investigate.

Customer Answer
Date: 12/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however due to the time frame in which the business responded i was still required to pay that full balance for the month of December before the first. This would require a credit back since i was forced to pay them to keep a roof over my daughters head.

Sincerely,

****** ********
Customer Answer
Date: 01/07/2025
My name is ****** ********, I am reaching out regarding my case. I wanted to update that the business FAILED to complete resolution for my issue. They informed you that they would provide a waiver of the fees however that was a FALSE statement the establishment never provided a waiver forcing me to pay it in order to keep a roof over my daughters head. They have yet to reach me back on regards to this as I called three times with no response and I left a VM requesting follow through with resolution. I'd appreciate assistance in getting this resolved and receiving a credit for the fees I payed that were never waived.
Business Response
Date: 01/07/2025
The resident's late fees were removed as payment was made before the due date; however, the $75 returned payment fee was not waived, in accordance with the lease agreement. While the late fee was waived due to timely payment, the *** fee remains due to the returned payment. As shown on the attached ledger, the only outstanding balance as of 11/1 was the *** fee.
Customer Answer
Date: 01/07/2025

Better Business Bureau:

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

Sincerely,

****** ********
Initial Complaint
Date:11/21/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved out of a UDR property on 10/17 and received my final statement with deductions on 10/31. I request an itemized statement for the charges I was being deducted. All I got sent back was a move out form and quoted prices for paint and cleaning on 11/05. I asked why I was being charged a cleaning fee since I left the apartment in better condition than it was given to me. After going back and forth with the billing manager. They dropped the cleaning fee. Since 11/11, Ive been request for a receipt regarding my final charge on my final statement of $220.82 for paint labor and materials in house. I have not received a response. Ive been emailing back and forth to only get the automatic reply email. No one has answered any of my emails. All I have been request is a receipts for the $220.82 charges. All the previous invoices they provided me do not reflect the charge they are actually trying to deduct from me. Its been more than a month since I moved out to get ignore through email and no response from the billing manager. There isnt a way to call the office. Theres no point of putting an automatic reply saying 3 business days if you will not respond. I am just trying to get my security deposit refund back since its been more than a month from my 10/17 move out date. All I am request is the receipts for the paint labor and materials in house charge of $220.82 if the property cannot provide a receipts for those charges than I am entitled to get my full deposit back of $649.
Business Response
Date: 11/26/2024
In response to consumer's complaint, please find attached 1) copy of move-out photographs, 2) copy of an invoice with move-out charges, 3) copy of paint calculator (the charge for paint is a prorated charge), 4) copy of the Final Account Statement (FAS). The account is assessed appropriately, and no further adjustments are warranted.

Customer Answer
Date: 11/26/2024

Better Business Bureau:

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

Sincerely,

**** L
Initial Complaint
Date:11/16/2024
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 got a parking pass for the night of the 15th into the 16th. My car got towed anyway. I was moving that day and just there to say goodbye and pack up the last of my things from my significant others place. I come out at 5am, after repacking my van until almost 3am, to find my vehicle missing. When I when to a1 towing I was forced to pay even though I could prove I got a pass. This is after the apt complex decided to do away with paper passes AND their sense of security, leaving the parking garage gate open all night, every night. No less, I called and had my ** *** h out through the portal and instead of resolving it they sent me to their lawyer. Instead of hearing a response AT ALL, I was ignored and dismissed. Meaning I got effectively robbed. Not to mention the damage to my items. I was to be fully reimbursed and I want a penalty charge for damaged goods
Business Response
Date: 12/04/2024
On 10/16, the visitors vehicle was towed from the community due to not displaying a valid permit. On 10/17, the visitor contacted our team requesting a full refund. The team attempted to return their call the same day, but were unable to reach them as the mailbox was full. On 10/23, the team received another voicemail from the visitor, who mentioned retaining legal counsel. The resident they were visiting also provided receipts to our team.
Upon review, our Community Director identified a discrepancy in the license plate number documented on the permit, which prevented our towing vendor from verifying the vehicle. While we empathize with their frustration, the vehicle was towed in accordance with our parking policies because it was not properly registered. We encourage the visitor to contact the towing company directly to address any reimbursement concerns regarding the fees charged.
Please see the attached documentation for reference against the tow report provided by the guest.
Initial Complaint
Date:11/13/2024
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 at a property managed by UDR called Thirty377. They hired contractors to paint the exterior and got paint specs all over my car. The team at Thirty377 has not been helpful in resolving this issue. They are expecting me to cover the damages ($1,100) and have not offered any sort of assistance or compensation for the stress and many hours I have spent dealing with this issue. I tried talking to their management team, but the contact person I spoke with would not give me his name or put me in contact with their superior.
Business Response
Date: 11/15/2024
We are in receipt of your message and thank you for the opportunity to address our residents concern. Our onsite team has remained in contact with the resident following their report of paint spots on their vehicle. To address this concern, our team took immediate action by submitting a general liability claim. Once the claim is assigned to an agent, the assigned adjuster will contact the resident directly to discuss the situation in greater detail. The resident has provided an estimate for the paint removal, which has been included in the claim documentation to ensure the adjuster has all relevant information. The adjuster will be reaching out to the resident shortly to outline the next steps and provide further guidance on how the matter will be resolved.
Customer Answer
Date: 11/15/2024

Complaint: 22552753

I am rejecting this response because: A claim was not filed, I spoke with the vendor today and he told me this was the first time he heard about it. There were also individuals putting chemicals on my car this morning in an attempt to cover up the damage. This is unacceptable. I also have not been provided a claim number or told what company the claim was filed with (if it was in fact filed). Please see attached for photographic evidence of individuals vandalizing my car.

Sincerely,

***** ******
Business Response
Date: 12/06/2024
Our team promptly reported this incident to the vendors risk department on 11/13 (Incident Reported). As outlined in the attached email (District Manager Outreaches), the district manager attempted to contact the resident on 11/16 and 11/18 to discuss this incident further but did not receive a response from the resident.The onsite team attempted to call the resident on 11/26 and 11/27 to inform them their reimbursement check had arrived. A text was sent to the resident on 12/6 to remind them to come to the leasing office and pick up their reimbursement check. To date, the team has received no further communication from the resident. We encourage the resident to reach out to the onsite team or stop by the leasing office at their convenience to resolve this matter effectively.
Initial Complaint
Date:11/07/2024
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.
The apartment charged a mandatory cleaning fee of $485 when I still in the anpartment and deducted $50 from the security deposit without providing a reason after I moved out. I requested a refund, but they were very arrogant and did not provide a detailed breakdown.
Business Response
Date: 11/07/2024
In response to consumer's complaint, find attached the Final Account Statement (FAS). Consumer was charged $50 for blind replacement and received a refund in the amount of $900. The account was assessed appropriately with a refund to consumer.
Customer Answer
Date: 11/07/2024

Complaint: 22506845

I am rejecting this response because: The apartment charged a $485 cleaning fee before we had even checked out. Normally, such fees are only assessed after checkout based on the condition of the unit. In the ********** area, its uncommon for apartments to impose a mandatory cleaning fee. If we choose not to have the apartment handle the cleaning, were required to hire a professional cleaning team ourselves. When I messaged the apartment about this, they insisted the fee was mandatory and responded rather bluntly. I have the chat record of this conversation.
Additionally, they charged for blinds after our move-out, even though the blinds were undamaged when I left. We took great care of the apartments facilities throughout our stay, and nothing was damaged. On our first day in the unit, we noticed that the blinds were already broken and contacted the apartment to have them replaced, so any damage to the blinds wasn't caused during our stay. I also have the chat record to support this. (I mistakenly used the word "shuttle" instead of "blinds" in my earlier message.)

Sincerely,

Jingyi Sun
Business Response
Date: 11/14/2024
In response to consumer's rejection, please find attached a copy of the move-out photo (damaged blind) and a copy of the Final Account Statement (FAS). The account was assessed appropriately. With regards to the charge of $485 related to Express Cleaning, management charges the fee when residents provide notice. Residents have the option to opt out of charge, however consumer did not opt out.
Customer Answer
Date: 11/19/2024

Complaint: 22506845

I am rejecting this response because:
First, addressing the first point: when we moved in, all the blinds were broken. The blinds in my roommate's room even fell off entirely, and you did not repair them before we moved in. After I contacted you, as shown in the pictures, you only repaired the most severe onesthose in my room, my roommate's room, and the living room near the balcony. As for the one shown in your photo, your maintenance staff believed it didnt affect usability, so they didnt replace it. I dont believe I should be responsible for the cost of replacing these blinds because you intentionally chose not to replace them.
Furthermore, the photo you sent was clearly not taken after my move-out. The first photo of the key was taken by my roommate, and the next two key photos were taken by me. None of them showed any leftover belongings. The picture you provided was obviously taken when we first moved inits misleading. There are boxes below and items on the windowsill. In the photos I provided, the curtains are drawn up, and everything is clean.
Another issue is the exorbitant cleaning fee you charged while still trying to unjustly claim more from tenants without providing any receipts.
Second, regarding the security deposit refund: this deposit is supposed to be returned to me. As Ive described in the first point, I should not be responsible for the cost of blinds that were already damaged.
Third, you have consistently failed to address the issue of the excessive cleaning fee. First, charging a cleaning fee two months before move-out is inherently illegal. Second, we performed a thorough cleaning when we moved out. I dont believe the $485 cleaning fee is justified. According to the law, landlords cannot charge tenants for normal wear and tear from reasonable use. Your threatening attitude, insisting that a professional cleaning service was necessary and demanding proof, is also unlawful. Ive consulted others who moved out of similar apartments, and they all received their full deposit back without any charges.
I demand a reasonable and lawful explanation for these actions.

Sincerely,

Jingyi Sun

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