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: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
Initial Complaint
Date:10/30/2024
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.
Mold and air condtioning quality for over 4 monnths with no resolutions
Business Response
Date: 11/05/2024
We received your message on October 31st and appreciate the opportunity to review our residents concern. Our team has remained in communication with the resident to address any reported maintenance issues. Attached is the service request history that outlines all AC and moisture issues reported over the course of the year (2024). Although we cannot guarantee that the resident will not experience any maintenance related issues over the course of their lease, our team acts with customary due diligence per the lease to address each reported concern as quickly as possible. Prior to the service request submitted on October 4th,our team had not received any reports of moisture concerns for this unit. This home is scheduled for remediation for hurricane related damages beginning on November 11th. Our team will remain in contact with the resident to relay more specific information regarding the timeline of this remediation process. Should our resident have any additional questions or concerns, we ask that they promptly reach out to the onsite team so we can assist.
Initial Complaint
Date:10/23/2024
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.
On October 16th, I received my final billing statement and was charged for a carpet replacement in which I responded to UDR that I did not have carpet, so I cannot be charged for something I never had. On October 17th, they provided a revised billing statement, and I was charged for hardwood floor replacement. Upon receiving the inspector report, I noticed that under "Turnover Work", the inspector did not check "flooring replacement" but made a comment that there was a scratch in the living room which required a plank replacement. Normal wear and tear for hardwood floors encompasses surface level scratches due to moving furniture, walking with shoes on indoors, etc. By ***********, tenants should not be held liable for normal wear and tear. On October 21st, based on the photos provided, I asked UDR to review the photos again and to assess whether or not such scratches were negligence by the tenant. I have not heard from UDR to rectify the situation.I have provided the following documents:- Lease agreement - Initial incorrect invoice - Revised invoice - Work order invoice for replacing the hardwood floor - Excerpt of the inspector report (I could not attach the whole document due to size, but I included the summary page as well as the hardwood floor pictures for reference)- E-mail correspondence between UDR and me to evidence their delayed response time
Business Response
Date: 10/28/2024
In response to consumer's complaint, attached is a revised Final Account Statement. Consumer will receive a refund in the amount of $115.52.
Initial Complaint
Date:10/09/2024
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.
See the details in my attached document - I helped my senior mom find an apartment after my dad passed away. We were on our way to getting her into ************************** in **********, managed/owned by UDR. There were several changes in what they said prices would be vs. what they actually charged. We could not connect with a real human being, though there were promises that we could speak to a real person. There are pages of 1 star reviews on ****** about people having the same problem while trying to rent, during their residence, and when moving out. We had countless emails and texts with the company (I've attached those through links in the document I provided). We requested a refund. They did give us back the $500 depost (which was listed on their website as $400), however because of the trouble we went through here and how bad this was managed, We are requesting the Application Fee of $52 is refunded as well. They hire a 3rd party for this, however, we still believe that based on the poor experience, shady practices, and price changes from what was advertised vs. what was charged, I believe that my mom should be refunded this amount as well - paid by UDR.After 9 back and forth emails with *********************************** they will not refund the final $52. This is what we are requesting.Sincerely, ***** *******,(Daughter of ******** ******)I was the one who helped her apply, as she is not tech savvy, and communicated with their billing department on her behalf and knowledge.
Business Response
Date: 10/09/2024
In response to consumer's complaint, please find attached a copy of the Lease Application Terms & Conditions and a copy of the Lease Application Agreement, which both state that the application fee is considered a non-refundable fee.
Customer Answer
Date: 10/10/2024

Complaint: 22375852

I am rejecting this response because:

While I understand that this fee is typically non-refundable as it covers third-party screening, the circumstances of how our application was handled— UDR's treatment, misleading information, and failure to provide proper communication breached reasonable customer service expectations, warranting that UDR compensate for the $52 application fee. This is the LEAST they can do. We have documented our extensive attempts to contact UDR, including 7 emails and 117 texts, which received little to no meaningful response.
Timeline of Events and Issues:
August 2: Both my mother and I called UDR’s number (714-933-3482) and left voicemails requesting a callback. We were informed that someone would return our calls within 24-48 hours. This never happened.
August 3: After making four additional calls, leaving more voicemails, and still receiving no response, we were met only with automated messages. No real person ever called us back.
During Pre-Authorization: We encountered several unexpected fees that contradicted what was listed on UDR’s website. The site claimed a $400 deposit, yet we were charged $500. Other hidden fees included:
A $40 minimum parking fee
An $8 mail fee
A forced Wi-Fi fee of $75 (far exceeding the industry standard of $50)
Required renters insurance listed as $10 but forced a plan costing $13.58
A mysterious “Floor Plan Deposit” of $400

August 8 & 10: After multiple attempts via UDR’s contact page and emails directly to a lease specialist (Darren O’Dorisio), we received one inadequate reply. He merely explained what Snappt was (the application that they use to receive financial statements), avoiding the real issues regarding fees and communication problems.

Continued Communication Issues: Darren stated via text that he could not speak by phone and would only text, which is unacceptable given the gravity of our concerns. Despite multiple requests, we were unable to reach a human representative. Darren even claimed we could only speak with someone AFTER financials were submitted and a lease was signed—a practice reinforced by the numerous complaints found in UDR's 26 pages of 1-star Google reviews.
Financial Impact: We were forced to navigate through unclear, misleading information, and my mother had to purchase then cancel renters insurance, adding to our frustration and wasted time.
Given the above, we believe UDR’s handling of our application and the discrepancies in their pricing and communication practices are grounds for UDR compensation of the $52 application fee even though it was run by a 3rd party.
In conclusion, I am requesting UDR compensate my mother, Patricia Harris, for the $52 application fee due to the deplorable experience we’ve endured and the time we’ve wasted. I trust the BBB will assist in resolving this matter fairly.

Thank you for your time and attention.
Sincerely,
Kelli Harris
(Patricia Harris on behalf of)
Initial Complaint
Date:09/17/2024
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 paid an almost $2000 deposit for my apartment. I was told to give 60 day notice and I did. I was told due to me marrying an active duty service member, hence the reason for my move because he was stationed out of state that I wouldnt be charged an early termination fee or a reletting fee. I did the notice online like I was instructed, but I clicked the wrong reason. I called the front office and I explained to them the issue they said it was ok because I wasnt getting charged those fees anyway and congratulations on my marriage. Well here we are and I was charged those fees and now Im only getting $200 back!!! Cant get anyone from UDR on the phone. Im emailing ********************************** daily and I get one response daily. This is ridiculous and outrageous!!! Whoever I spoke to straight up lied to me and now I cant get my money back.
Business Response
Date: 09/23/2024
In response to consumer's complaint, please find attached a copy of consumer's lease and a copy of the Final Account Statement (FAS). Consumer moved out prior to the lease expiration date of 12/9/2024 and was assessed a reletting charge as set forth in the lease. Consumer's spouse was not named on the lease and therefore consumer if not protected under the SCRA.
Initial Complaint
Date:09/14/2024
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.
I am dismayed by the unannounced rent increases and additional charges on my monthly invoice. Initially, I was paying around $1985.00, based on my income, which hasn't changed, yet the rent has escalated by $300 to $400 since then. My apartment has fallen into disrepair, and I had to recuperate from surgery with an unsanitary hole in my bedroom ceiling until they decided to come back and fix it. Furthermore, the staff's indifferent attitude towards inquiries about my payments is unacceptable. I expect better service when discussing such a significant expense as rent. Despite the high rent, updates to the apartment are not made unless specifically requested, leaving me with outdated and worn fixtures and carpets that predate my tenancy. I deserve assistance and empathy when the economy is through the roof and I get no other assistance but I still make my payments some kind of way whether a little late or not. I am truly considering moving from here after 2 years even though the location is nice. it just does not seem worth it. I had an incident where my employer sent my direct deposit to the wrong account i even provided proof to see if I could get relief on the late fees I was given nothing. I could see if I was a troublemaker or broke rules but that situation was not my fault when the electronic payment did not go through. I am just tired I should feel more secure where I decide to live. I have taken a lot from the apartment community that should have been addressed now here is where I put my foot down about things. The last straw I will accept. The rent and charges on everything go up but no upgrades not fair at all. I almost forgot my dog is an *** animal and their pet screening service that renews leases denied her so I am paying for an *** pet also even though since I got her she has had the ** and tags. I wish I could find the emails to show the level of care these folks have for their residents.
Business Response
Date: 09/26/2024
We appreciate the opportunity to address our resident's concerns. The resident reached out to their business manager requesting a detailed breakdown of their monthly rent, which the business manager provided (LWBreakdown Email). If the resident has further questions regarding their ledger, we encourage them to contact the business manager directly. The district manager will be contacting the resident today (9/26) to discuss their concerns regarding the appliances and carpet. **** must be re-approved annually, and we kindly request that the resident resubmit all necessary documentation to the onsite team for assistance. The onsite team has remained in communication with the resident to address all reported concerns. If the resident has any additional questions or concerns, we ask that they contact the onsite team so we can assist.
Initial Complaint
Date:09/11/2024
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.
For the past couple months our ** in our apartment has not been working. Our leasing office seems to be ignoring the issue. We put in multiple requests to get it fixed. The first time, the maintenance told us it was our fault for having a big TV that was heating up the apartment(its off for pretty much 18 hours a day). The second time, they did nothing but change a filter. The third time, the finally realized it wasn't cooling. Told us it would replaced in 1-2 weeks. For the past month, no word on when it will be fixed, also no communication on when it will be fixed. I have sent roughly 8 emails, texts, calls, and even dropping by the office(they keep the door locked and won't answer if you knock). I did not received a reply til today, when I stated I would be filing a complaint against UDR. They told me they still don't know when our ** will be fixed. Because the ** is broken and not running, we have noticed stains forming on our ceiling in our closet, with some sort of mold growing. On the side of the building the cover for the dryer exhaust fell off months ago and has water coming in through it to our closet area. There is water damage on the drywall. The ** is off so the bedroom is becoming extremely humid, reaching 84 degrees at times, allowing the mold to grow. Normally the ** would probably dry out the area with the cold. Maintenance has come to look at it, but keep telling us its not mold, but it is clearly mold growing(we never said it was black mold, only that it was mold growing). They took a chunk of the ceiling to check, after lots of complaints. We are doing an at home mold test and sending it off to see the type of mold. In addition, the hvac has been turned off and we have found several roaches around the vent areas. We believe that since the ** is turned off the are using the vents to enter the house. This has been explained to the front office, but nothing has seemed to be done to fix the ** after a month. We need assistance with communication.
Business Response
Date: 09/27/2024
A/C Concerns: The resident initially reported issues with their A/C on March 16, 2024. Our maintenance team responded the same day and identified a loose valve on the compressor, which was replaced, and the unit was recharged with Freon. The next report of cooling concerns was submitted on the evening of April 10, 2024, and on April 11, our team recharged the unit and replaced the filter. On May 15, 2024, the resident reported loud noises from their A/C unit. Our team responded that same day and observed that another A/C unit in the vicinity was being repaired by our contractors. It was believed this was the source of the noise the resident heard. On June 9, 2024, the resident once again reported cooling issues. Our service technician visited the unit on June 11 and performed troubleshooting. On June 12, our service manager further inspected the unit and confirmed that the compressor needed replacement. A new compressor was ordered on June 17. Unfortunately, due to backorder issues, the replacement part was not received until July 15, and we promptly completed the replacement on July 16.
Ceiling Repairs: The resident reported water spots in their bedroom closets on June 26, 2024. Our service technician inspected the issue on June 27 and identified a leak from the exterior dryer vent. On June 28, our service manager assisted with additional repair attempts. The team followed up on July 5 to check whether the issue had been resolved. On July 9, further investigation was required, and a hole was cut to locate the source of the leak, leading to additional repairs. On July 10, our team scheduled vendors for drywall repairs and carpet cleaning, which were completed on July 11. On August 15, the resident reported that the carpet was still damp and had an odor. The service manager inspected the unit, confirmed the repairs, and placed a dryer to address the moisture. On August 19, the service manager returned to confirm that the carpet was dry, and the resident confirmed that the matter was resolved to their satisfaction.
While we strive to ensure a smooth living experience for all residents, unforeseen maintenance issues may arise during their stay. Our team is committed to promptly addressing all concerns with due diligence and care. In certain cases, troubleshooting, part availability, or the need for external contractors may cause delays. We acknowledge that both concerns experienced delays, particularly due to the backordered parts and vendor availability. At this time, we are unable to offer compensation, as the delays experienced were beyond our control. However, it is essential to note that our team worked diligently to address and resolve these issues as quickly as possible.
Initial Complaint
Date:09/09/2024
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.
I live in residences on jamboree for years and I have been suffering from second hand smoke and marijuana consistently in this so-called non-smoking community and yes, non-smoking is in the lease term. Before, the issue only happens for a short period of time and not too much frequently. About a month ago, maybe someone moved in as my new neighbor, they are smoking marijuana for almost whole night every night and during the day. My balcony is full of marijuana smoke and I am afraid to open the window. After I communicated this situation with the property management, they did not take an effective measures to resolve the issue. Also, I spent a lot of time trying to identify who is smoking and provided evidences to the property management. The situation is even getting worse after my complaints: the marijuana smell starts to drift into my unit through any connection points I have with my neighbor such as vents (they claim that the vents are not connected between units but when we turn on the air condition, the marijuana smell is coming out of the vents directly), sinks and connection structures on walls. After suffering from the marijuana smoke for more than two weeks, I talked to the property management saying that the situation is already damaging me and my wife's health and I just want to move out without buyout fee because they cannot provide us with an environment that is habitable. They refused my requests for several times and failed to make any improvements on the situation after almost a month. In this hot summer, I cannot open windows for some fresh air and every night with all my windows shut, I have to sleep with the marijuana smoke that invades into my unit and feel so bad during the day. My request is simple: if they cannot resolve the issue, just let us leave because they cannot fulfill what is written in the lease contract. They do not care about the inhabitable environment and suffering situation we are going through.
Business Response
Date: 09/18/2024
After identifying the source of the issue, we implemented the appropriate measures to enforce the lease agreement and community policies. The neighbor in question vacated the premises on September 16th. At this time, we are unable to approve the release from their lease, as the matter has been resolved. Should the resident have any further concerns, we invite them to reach out to our onsite team for additional support.
Customer Answer
Date: 09/18/2024

Complaint: 22258841

I am rejecting this response because:
It took the property management for a month to resolve this issue. During this month, I spent so much money (to purchase air quality monitor, air purifier and etc), effort and time on resolving the issue. The property management did not do anything or offer anything helpful to identify the source. I identified the source and provided the evidence to the office. The continuous second hand marijuana had really serious negative impact on both my mental and physical health. I do not want to be in the situation again with this property management so I insist on my lease release demand.
Also, it turns out that the unit that was vacated is using as short-term rental, which is not allowed in the community. I talked to the property management about this concern and they did not take any actions. I have several points to support this:
1. I talked to the people in the unit a month ago before the second hand smoke issue happened and they were totally different persons from who were causing the second hand marijuana issue during the past month.
2. After 9.16 which the office claimed that the tenants moved out (yes, they moved out and I checked.), the wifi name in the unit is the same (I can tell because the wifi name has the unit number in it and I have both screenshots before 9.16 and after 9.16 showing the wifi with the same name). If the tenants move out, they would have removed the wifi and even if new tenants move in, the odds that they are using the same wifi name is super low.
3. The property management did not put the unit on their website for rent after 9.16.
The property management probably did not do anything to vacate the tenants. It could be that their short-term rental happened to end on 9/16. I do not want to live in this poorly managed community anymore because if anything similar happens again, I have to go through the same difficult situation.

Sincerely,

*****************
Initial Complaint
Date:09/06/2024
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.
Residences on Jamboree #*** - 08/22/24 Received Final Account Statement prepared by ************************** which had $1,861.80 additional charge for replacing entire flooring. No proof of floor damage, repair ************ given.- 08/22/24 Replied to dispute charges, requested all documentation of evidence.- 08/23/24 Received email with attachments of photos showing pristine and clean floors and clean unit after move-out. It was fraudulently marked as "heavy scratches water damage and old flooring" by inspector ************************* (08/10/24). It was also marked as "Hardwood" when it was Vinyl flooring before and also after replacement - I called and confirmed with the flooring vendor.At the time of my move-out inspection, the maintenance personnel mentioned the unit was in unbelievably clean condition and no need for extra cleaning, just a light paint job.I never wore shoes in the unit during the 3 years so there was no flooring damage at all.The document attached did not show or specify area of heavy scratch and water damage.Bunch of photos did not show scratches or water damage up close. Old flooring is not tenant responsibility and the cost for ENTIRE REPLACEMENT should not be incurred onto me.There is no documentation/stipulation on replacing flooring every time a tenant moves out.With the life expectancy of the hardwood floor left, the inspector and manager colluded to dump the cost onto someone who moved out of state and cannot dispute in person.- 08/27/24 emailed since NO REPLY from UDS since 08/23/24. - 08/29/24 received Notice of Balance Due. NO RESPONSE. My sister (spouse of co-******) emailed again to UDS. Automatic "will respond next 3 business days."- 09/05/24 1 week passed. NO RESPONSE.THIS SHOW WHY THIS COMPANY IS RATED "F" AND NOT EVEN BBB ACCREDITED. GO FIGURE.
Business Response
Date: 09/09/2024
In response to consumer's complaint, please find attached a copy of the revised Final Account Statement (FAS; the charge for paint is removed), a copy of the invoices that relate to the charges assessed and a copy of photos of the damaged floor. The flooring was replaced due to damage beyond normal wear and team; and the charge to consumer prorated. The balance due in the amount of $1,320.80 is valid and due the property. Consumer is welcome to pay the balance in full via www.UDRFASsecurepay.com
Customer Answer
Date: 09/17/2024
We missed the deadline to respond in regards to the dispute case,
as we received a new revised FInal Account Statement (9/10/24)
which is rather different from the BBB response from the business.
New statement shows that the business has deleted the entire flooring cost
and now we are due a refund check in the amount of $541.

As we are awaiting for the hard copy of the revised FAS and the check
to arrive in the mail (which takes 1-2 weeks after email is received),
my sister could not respond whether the latest FAS she received was final
or the Business response and uploaded FAS is the final one.

Please upload the attached documents as our supporting evidence,
and reopen the case so that we may respond that we are awaiting for
the latest revised FAS and check to arrive in the mail.
ONLY THEN, we will be able to post a response in regards.

Business Response
Date: 09/23/2024
See attached revised Final Account Statement (FAS). Account has been adjusted resulting in refund of $541.00.
Initial Complaint
Date:08/27/2024
Type:Order 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 the ************************* complex on July 14th. My roommates and I were sent a move-out statement which showed charges for "damage, painting, and cleaning" that would deduct our entire security deposit and required an additional $320.26 to be payed to them. After asking for an itemized receipt and images of the damages, they proceeded to send an inaccurate report from last year (July 2023) with inaccurate pictures of my apartment. I have photographic evidence taken on my move-out day that clearly shows discrepancies between the images provided as well.I have attempted to communicate these concerns multiple times via email and text, and the apartment has stopped responding to me. In addition, they are threatening to send the bill to collections. When I call them, they tell me there is nothing they can do. I have reached out to them almost daily for 1.5 months with no satisfactory response. I'm not sure what to do anymore.
Business Response
Date: 09/05/2024
In response to the complaint, please find attached a revised Final Account Statement (FAS). Move-out charges have been removed and consumer will receive a refund in the amount of $533.99.
Customer Answer
Date: 09/05/2024

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: 09/05/2024

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: 09/05/2024

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,

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

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United Dominion Realty Trust is NOT a BBB Accredited Business.