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

• 

  United Dominion Realty Trust

  5900 Bent Pine Dr Orlando, FL 32822

• 

  United Dominion Realty Trust, Inc.

  3900 Acadia Ln. Richmond, VA 23233

• 

  United Dominion Realty Trust, Inc.

  1950 Powell Creek Ct. Charlottesville, VA 22911

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2024

  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 renewed a lease with this company on 7/23/2024 as part of the renewal I am being forced to go w/ their *** GigStreem. I attempted to communicate with both the leasing office and gigstreem on the internet not working. The service I am paying for $70 a month is to provide me with 1GB speeds of internet. On many occasions the internet has disconnected while I was actively working hours of 8am to 5pm making me lose contact with my coworkers or clients. I have had a tech visit my home spend over an hour working on the router and the speeds only came up to 250mbps when with Spectrum I get 800mbps plus, both using the wifi. I provided ample amounts of screenshots to the leasing office asking to be removed and refunded from the *** and the manager told me its a mandatory charge. When the tech was here he saw the speed fall as low as 50mbps evenly while being right next to the router. I am tired of having the internet connection drop on me or hardly work. I had to call back my original *** spectrum to connect service again because I rely on the internet for work as well as using it on my other devices. I can't stress enough how bad the front office is at communicating or even understanding the *** isn't working even after having the tech come out here. I was still iterated that the charge is mandatory. I signed my renewal for 13 months meaning the company will have collected $910 from internet fees alone by the time lease ends. I was told that even for all those days I provided them with proof, multiple days of the internet being out, and even others have complained, that billing cannot take off the charge. Billing has given me credits in the past due to multiple flooring issues and not-ready apartment conditions, so I find it hard to believe they cant take the charge off. I am now paying for 2 ***s because I need internet and cannot rely on UDRs provider. I want reimbursement plus removal from the *** for remainder of lease. Gigstreem aka ****************** in file.

  Business Response

  Date: 08/28/2024

  We are genuinely sorry to hear that this resident is experiencing difficulties with their GiGstreem internet service. As outlined in the signed Technology Addendum, "The base internet package provided to you as part of the Technology Rent includes internet speeds of up to 1 GIG. Your use of the ***************** is governed by your agreement with GiGstreem. We are not responsible for interruptions in service or reduced internet speeds."

  We understand the resident's frustration regarding their internet performance. However, it is essential to clarify that the internet package offers speeds "up to 1 GIG," which means that the service is capable of reaching speeds of up to 1GIG, but this does not guarantee a continuous or constant speed at that level. Internet speeds can vary due to several factors, including network traffic, the number of devices connected, and technical issues outside of our control.

  For any technical difficulties or performance issues related to the *****************, we advise the resident to report these directly to GiGstreem's support team. They are best equipped to investigate the situation thoroughly and provide the necessary technical assistance. We understand that GiGstreem technicians have already visited the resident's home and have reported that the internet speeds were higher than average, but also was important to note that internet speeds can fluctuate based on various conditions as mentioned above.

  At this time, we are unable to remove the resident from the services outlined in their technology addendum. This document has been signed and countersigned, establishing it as a legally binding contract.

  We acknowledge the resident's comment about experiencing faster speeds with another provider, Spectrum. While we appreciate their feedback, we encourage the resident to continue working closely with ********* to resolve any concerns they have regarding their current internet speeds and connectivity. GiGstreem is committed to providing reliable service, and their support team is available to troubleshoot and offer solutions to improve the resident's internet experience. Our team has also escalated this matter internally with GiGstreem to ensure prompt assistance.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22178380
  
  I am rejecting this response because: Compared to other internet providers in the area and the attachment provided other companies like Spectrum which was shown for comparison as they also offer up to 1 GIG speeds and at a comparable price of $70 plus tax which is pretty at-the-money with GIGstreem, Spectrum has proven to give me consistent speeds. Its not right that I should have to pay for internet speeds of 250mbps or less when other companies charge was less than $70 for that type of service. ********* has terrible reviews and the technician they sent here had seen the speeds did not improve yet they decided to lie on email when I requested the tech at my house to have their *** email me that despite the tech working on the box the speed did not improve. Again I rely on the internet for work and I should not have to pay unless they can provide me with good service which has not been the case as they have even sent emails from the leading office saying the internet has gone down. Theres reviews on ****** from other also reiterating that the internet is not good. 
  

  The fact of the matter is that the service is not optimal for people who rely heavily on the internet nor is it providing the level of service that is expected with *********** internet. The company UDR acquired isnt well equipped to provide gig service internet and should not promote itself as such. Again I am paying for this service through UDR due to UDR acquiring them as the provider for their apartment units. Therefor my request for removal and refund has to go through UDR. You are all crooks and constantly make yourselves out to look as if youre helping your residents but I have emailed about many issues I went through during the first few months I lived here and the crazy things the manager said to me. No one has cared to respond till I put a BBB complaint.

  If you went to a restaurant and ordered a chicken but the chef only cooked it 1/3rd of the way because the oven couldnt heat up past 100degrees and you cut into the chicken realize its part raw, do you still consume it because you ordered it? You made a verbal contact with the waitress to pay for that plate but you know if you eat that chicken you wont be able to work nor is chicken suppose to be eaten raw. But the chef did deliver what you asked for. Both you and I know you wont eat the chicken. You ask them for a refund. Same goes for my issue with GIGstreem!

  I should not have to stand by this mediocre response of because the contract says up to 1GIG you can get away with providing speeds as low as 50mbps. You have failed to provide me with the service expected at the price point being paid. Give me back my money and take me off of GIGstreem. Have you not collected full rent from me while you have me a dirty apartment with profanity written all over it and belonging still in it from you past tenant. All your leasing office manager says is we hired cleaners. You all treat residents so poorly! 
  

  GET ME OFF GIGSTREEM!

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

• Initial Complaint

  Date:08/07/2024

  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.

  First of all is the lack of commitment from the Comunnity to resolve an ongoing Issue.On June 23rd my A/c went down and Maintenance was dispatched on the 24th after contacting them again and I notified the person about the issue and also let them know the A/c vents in the kitchen and livingroom were not working properly, was told the Vents would be checked by ***** and I was provided with a portable A/C. Compressor was replaced on June 26th but A/C Vents were not checked or fixed. notified the office and in the following 2 weeks they kept sending the same maintenance people to check them after it was stated that it was a third party.Moved out on July 23rd and the issue was never fixed, I had to run 2 A/C unit for a full month having to pay high light bills the previous month due to A/C problems and the month from june to july for running 2 A/C Units 24/7. I contacted arbors multiple times thru text messages and going to the Office. they just provided info about delays but never an actual solution or even compensation. I filed a complaint the day of the move since I had to pay over $400 of light for just 1 person that is barely home.Apart from that I have an ongoing issue with a Final statement in which not only they're charging me $121 but also took my $275 deposit. Alleging that I had pending Rent for the month of july.I had a credit on my UDR account which I asked and was told that upon my notice to vatae the system automatically reimburses the account depending on the date. I paid my entire month of july in full and also my early termination fee. I was given the reimbursement information not only by the ************* but also by *************************** who now states on an email that she never said anything about "amounts". I was kindly enough to provide with the email she sent me on July 9 were she states that after the reimbursement from July's Rent I had a pending Balance of $2721 for my early termination fee. that prior to any repairs that might be needed.

  Business Response

  Date: 08/08/2024

  In response to consumer's complaint, please find attached the Final Account Statement (FAS), with a balance due in the amount of $114.43. Consumer did not provide the required 60-day notice to terminate (as set forth in the lease), providing notice July 1 for a July 23 move-out. Pursuant to the lease, consumer is responsible for rent through the end of the month and was charged rent according to the terms of the lease. The account was handled appropriately; consumer is welcome to submit payment in full via UDRFASsecurepay.com.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22108618
  
  I am rejecting this response because:

  I provided full payment of the rent for July. You can see the attached file that shows the payment for it and you can also see on an email from one of UDRs employees where it states that system reimburses the amount depending of the date of the moving. ****** that was credited to my account and after that I paid the remaining balance that I had which was the early termination fee which was $2721.

  I cant provide the picture of the UDR app where it said amount reimbursed because the account was deactivated (I tried to get the info). After all that you still come and state that I did not pay the rent. Dont state things that are not true since Im providing the confirmation receipt and was also sent the ledger for that payment from your billing's department.

  Im still waiting doe the ledger for the credit and my early fee termination payment.

  Also, I see no reply regarding my light bill charges and having to run 2 A/C units and no concerns from the community.

   

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

  Business Response

  Date: 08/19/2024

  In response to consumer's rejection, see attached snip-it from the account ledger; consumer was charged for final utilities and the remaining portion of the buyout fee. The balance in the amount of $114.43 is accurate and due the property. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22108618
  
  I am rejecting this response because:
  
  Again, it seems you are not reading the responses nor checking the attachments I provided.

  3 different people from Arbors saw the deduction on July PRIOR to me moving out.

  now, the deduction is nowhere to be found. It was removed and Im being charged for it.

  once Again, I am still waiting for compensation for my light bill to due the incapability of arbors to fix my A/C unit and not having to run 2 A/C units

  I do not need the ledger, I already have it and the question that has still

  not being answer here or thru emails is WHERE dod the deduction go? Why was it manually removed?

  I find concerning that the person that I emailed and had a response back in the middle of July saw the deduction, provided my remaining balance for the early termination fee, its the same person that sent out the final statement and she know states that there was no such amount provided by her on email (the email is attached on the complaint and she stated that on the same email where she put the amount).

  The name of the person is *************************** by the way.

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

• Initial Complaint

  Date:08/06/2024

  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.

  i am extremely disappointed and disgusted by the management team and UDR management. We requested a transfer around the end of June into early July, and they kept telling us " Pay the transfer fee pay the transfer fee THEN we can help you and the process can get started" Okay simple we did that...RADIO SILENCE FOR 3 WEEKS AND THE LEASING OFFICE TEAM CONTINUED TO TELL ME AND MY FAMILY "OH WE DONT KNOW WHATS HAPPENING SORRY WE WILL FOLLOW UP AS SOON AS WE KNOW SOMETHING."Let me just say, the "business manager" ******************************* that I know handles the review of the transfers WAS ON A LEAVE OF ABSENCE SINCE JUNE AND NOBODY TOUCHED OUR APPLICATION!!! We have been to the office SEVERAL TIMES FOR AN UPDATE AND THEY TELL US THE SAME BS THATS ON THE TRANSFER FEE PAPER !!! the leasing office tells us to apply as NEW residents and see if we get approved that way. Absolute ******** to make us pay an extra $150 ON TOP of the $500 transfer FEE you guys made us pay.We ended up applying around July 27th . Paid the application fees paid the hold fee of $250 , then they tell us the day before we move in ( We chose August 1st ) "Hey your application has been denied due to you owing money to Rhino policy. If you are able to pay that within 24 hours we will gladly look into your application again ! "Okay no problem. That is our responsibility and we had paid off the balance of Rhino for our previous unit in the apartment complex ( we transferred to our 3 bedroom from a two bedroom townhome they had ) We paid it WITHIN AN HOUR OF THEM SENDING US THE ****** AND THE ******** NEVER EMAILED US AGAIN WITH NO STATUS OF OUR APPLICATION BEING LOOKED AT AGAIN!! NO UPDATES NOTHING!! A BIG F*** YOU TO OUR FAMILIES FACES ! ITS BEEN A WEEK AND A HALF AND NOBODY NOT EVEN DYANNA ( UDR *** EMAILING US FROM ******** ABOUT THE APPLICATION ) GOT BACK TO **. WHAT THE **** IS WRONG WITH YOU PEOPLE??

  Business Response

  Date: 08/09/2024

  We received your message on August 7th and appreciate the opportunity to review our residents concern. An email was sent to the resident on June 26th to explain the transfer process and what next steps should be taken. We received communications on several occasions from individuals not listed on the lease agreement. They were informed that we are unable to share lease information with non-leaseholders. The onsite team will be reaching out to the resident Friday, August 9th to address any outstanding questions or concerns they may have. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22103923
  
  I am rejecting this response because:

   

  Im sorry, this is such a horrible response back and lack of investigation put in to my complaint. YOUR STAFF CANNOT ANSWER A **** EMAIL UNDER MY EMAIL ADDRESS!!! WE SHARE THE SAME EMAIL ADDRESS ************************ WHY DO YOU THINK THAT EMAIL IS ON THE LEASE ? Your staff would rather speak out to my daughter IN PERSON who is not on the lease than to me WHO IS !! I want a refund of the application fee on top of the reservation fee we paid. WE SHOULD HAVE NEVER DONE THAT NEW APPLICATION AS NEW RESIDENTS BUT YOUR STAFF CONTINUED TO PUSH THAT ON ** WHEN WE ASKED TIME AND TIME AND TIME AGAIN WHAT IS GOING ON WITH OUR TRANSFER !!  Nobody talked to us!! Nobody talked to me via email about what was happening and i had taken the steps to email them with my email before my daughter got involved. Tell the leasing office let them show you how many times have i tried to get i  touch with them for the transfer fee. It doesn't matter whether my daughter reached out or not BECAUSE THEY DIDNT EVEN BOTHER TO REACH OUT TO ME !!! NOT MY HUSBAND NOT MY SON WHO IS ALL ON THE LEASE! WE SHOULD HAVE NEVER BEEN TOLD TO SIGN UP AS NEW RESIDENTS BY YOUR STAFF TO SEE IF THAT WILL APPROVE US. IT SHOULD HAVE BEEN THRU THE TRANSFER PROCESS WHICH WAS NEVER DONE AT ALLLL YOU GUYS MADE ME PAY $500 AND IT SAT THERE FOR THREE WEEKS !!!! MAKE THIS RIGHT I WANT MY MONEY BACK. 

   

  Also let me state that my daughter's email is on the lease to get information regarding the property and our lease information CAUSE WE SHARE THE SAME EMAIL!! HER NAME IS JUST ON THE ****** ACCOUNT.   Nobody cared to talk to me unless it was in person WHILE I HAVE A BROKEN FOOT !! Nobody could give my son or husband an appropriate answer just the run arounds !!! This happened because nobody cared to talk to me. This is so so upsetting We just needed a approval or denial and your staff made us sign up as new residents when they KNEW we are still residents during that time . This is unfair to my family.  
  

  Also READ YOUR OWN **** TRANSFER FEE !! Dont you dare come to me saying we are not entitled to a refund for those application fees because we were GOING TO TRANSFER TO A TWO BEDROOM APARTMENT !! MORE THAN 10% LESS THAN OUR CURRENT 3 BEDROOM UNIT !! 

   

  You guys are ridiculous. I want this resolved now with a refund of my APPLICATION FEE !! I already know my reservation fee is coming in my mail, your company needs to give me back the $150 I paid WHEN I KNOW I SHOULD HAVE NOT PAID HAD YOUR STAFF NOT PUSHED ME INTO APPLYING AS A NEW RESIDENT !! IT SHOULD HAVE BEEN JUST THE TRANSFER AND THEN TELL ME " YOU ARE DENIED DUE TO CREDIT HISTORY " 

   

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

  Business Response

  Date: 08/27/2024

  Upon receiving the request to transfer units, our onsite team promptly sent an email to the resident on June 26th.This email, attached for reference, provides detailed instructions on the steps needed to proceed with the transfer request. Additionally, please find attached the signed Lease Application Agreements for all three applicants. According to the terms of the agreement, the application processing fee is non-refundable.If the resident has any questions about the refund of the deposit, we recommend contacting our billing team directly, as they are best equipped to provide the most current information on this matter.

• Initial Complaint

  Date:08/06/2024

  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.

  Me and my roommate lived in domain college park apartments for a year from 2023-2024. When we moved out, we were charged about $700 for carpet replacement. They said we caused significant damages to the carpets. However, when we asked for proofs, the only information they showed was a move-out inspection report taken in 2023, prior to our move-in. They were charging us for the carpet damages caused by previous tenants. We have tried communicating with them several times. They were not responsive at all. And they insisted that the damages were caused by us, which is just incorrect - because our move-out date and the inspection date do not even match.

  Business Response

  Date: 08/07/2024

  In response to consumer's complaint, please find attached a Final Account Statement (FAS) showing a refund due in the amount of $167.35 (and no charge for carpet replacement).

• Initial Complaint

  Date:07/24/2024

  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.

  1) ******************** UDR keeps changing rent amounts and posting incorrect amounts of miscellaneous charges without giving the resident any notice. 2) Sent multiple inquires through the resident portal due to the unavailability of the billing department phone number. Site management doesn't even have a direct phone number for the billing department. Despite multiple requests being made to discuss the incorrect ********, I haven't received a single response from them. 3) Moved out of the apartment on 06/25/24 and the security deposit hasn't been returned. Violated California law - landlord must return the deposit in 21 days.

  Business Response

  Date: 07/26/2024

  In response to consumer's complaint, a refund check has been issued and consumer should receive the refund in the next 7 - 10 days.

• Initial Complaint

  Date:07/17/2024

  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.

  We have been living in the ************************* since October 2022. We have experienced many issues since living here, however, our reason for complaint is regarding a mold infestation. We have been dealing with mold inside our apartment since April of 2024. In April 2024, we requested mold to be removed from the ceiling in our kitchen. Maintenance removed a ceiling tile and painted over the remaining mold stains. Then in June 2024, the mold returned to the same place, growing much faster and darker in color. After several days, maintenance came, and again removed some area of the ceiling, and repainted. In July 2024, we realized the humidity inside our apartment was 81%. We began to find mold covering personal items throughout our apartment. We have discovered 63 separate personal items, with a retail value of over $5,000. The management at Vitruvian West refuses to acknowledge that it is a safety and health concern for us to continue living in our apartment. We have requested again, for the third time since April, for mold to be removed and humidity to be checked on July 12th. It is now July 15th and we have not gotten a resolution. We are concerned for our safety.

  Business Response

  Date: 08/08/2024

  This resident first submitted a maintenance request on 4/22/24, stating, "There is a growing stain that looks like mold above our bedroom door." On 4/26/24, our service technician repaired a leaking faucet line, and our vendor completed a sheetrock repair. There was minimal water damage that was dried out before being treated with Killz and paint. The resident did not report any additional concerns about mold until 6/10/24, when they submitted a request stating, "We have already requested this to be fixed, and it was just ignored and painted over instead of resolved. Please FIX the leak that is in our kitchen ceiling, as opposed to just painting on top of it and ignoring it. This is getting worse day by day. Mold is growing at an increasing rate." ** is important to note that the first request was regarding concerns with an area above their bedroom door, and this second request is for an issue in the kitchen ceiling. This issue was due to a broken drain pipe. One vendor repaired the plumbing, while another removed the affected sheetrock, replaced it, and repainted. A third request was placed on 7/12/24, stating, "PLEASE FIX THE MOLD IN OUR CEILING FOR THE THIRD TIME NOW. I requested this to be fixed in APRIL." ** is important to note that this is a separate issue from the first and second service requests, as this one was related to sweating and condensation forming on the A/C vents. Our vendor came on 7/15/24 and inspected the A/C unit, reduced the fan speed motor to help with short cycling, and closed the air intake that was allowing warm, humid air to enter. Additionally, our service team removed and replaced all A/C vents. Our service manager met with the City of ******* at the resident's home for an inspection and found no outstanding issues following the repairs.
  At this time, we will not be offering the resident a release from their lease, as these were three isolated concerns that were resolved with customary due diligence and in a complete manner. If the resident is still experiencing maintenance issues in their home, we encourage them to submit a service request so that our team can investigate.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21994714
  
  I am rejecting this response because:

  1. These were not isolated events - the mold on the wall was all related to the leak in the apartment directly above us which originally took place in April 2024 and has continued to be a problem up to July 2024. The humidity, causing additional mold, is an additional event on top of the leak. 

  2. The only reason the city code manager was there was because I reached out, NOT maintenance, because we were waiting so long for maintenance to do anything. 
  
  3. The code manager DID find a violation to a city code from the exhaust that was leading hot humid air from outside into our apartment for two years. The city manager stated that this should have never been leading to our apartment in the first place.

  5. Mold was found inside our air vents and ducts, continuing to push moldy air into our home, yet this was refused to be acknowledged by management. 

  4. You have already let us out of our lease, its ending at the end of August 2024. Not sure why you even sent this response because youre clearly not communicating internally - Id be embarrassed if I sent this and didnt even know what was going on in the case. 

  5. Your management had to be email and call reminded FOUR TIMES to get any response to our insurance claim. It took so long that we were 30 hours away from our claim going inactive and having to be re-submitted 

  This business is so messy and embarrassing - HILARIOUS that youre still in business. 
  

  Bye! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/12/2024

  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.

  On June 23, 2023, I moved into an apartment at **************** at *********, owned by UDR. As a traveling Field Tech with ******************** I've encountered a recurring issue with septic and ***** smells in the apartment, along with septic backing up into the toilet and something backing up into the kitchen sink. The first incident was in August 2023. Despite reporting these issues to the office, they claimed they couldn't take action or report the problem, leaving me to handle everything. After filing a report, maintenance simply flushed the toilet and ran water down the sink, claiming there was no issue, while the smell persisted. Subsequent complaints yielded the same "we can't do anything" response, requiring me to file more reports for the same issues. On March 25, 2024, I spoke with a Centralized Renewal Specialist named *****, who suggested that I hadn't left the issue long enough for the maintenance crew to acknowledge it. To address this, I will document the problem upon each return and include it in future reports.

  Business Response

  Date: 07/17/2024

  We received your message on July 17th and appreciate the opportunity to review our residents concern. Every time our resident reported this concern and granted us access to the unit, our maintenance team conducted thorough inspections to attempt to locate the source of the issue.We have remained in contact with our resident throughout this process and have provided prompt updates after each inspection was completed to keep them informed. On July 10th, the resident informed us that they had identified the source of the smell. If the issue arises again, we kindly request that our resident submits a new service request so we can address the issue. 

• Initial Complaint

  Date:07/04/2024

  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 the business $716.65 for a dishwasher replacement. This was caused during normal use of the dishwasher. The repairman attempted to fix the dishwasher, resulting in glass getting into the dishwasher and breaking it. They charged me for the replacement, blaming the damage on me.

  Business Response

  Date: 07/08/2024

  We are in receipt of your message received on July 5th, and thank you for the opportunity to review our residents concern. We have been in contact with our resident directly to provide a solution. In our last contact, we offered to discuss payment plan options and to date we have not heard back and are waiting for our residents'reply. We encourage the resident to reach out directly to the management office to further discuss. 

• Initial Complaint

  Date:06/28/2024

  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.

  *************************** in ************* has false charged me to repair carpet , this was also during covid when carpet is suppose to be replaced for new residence to move in , they are using residence that are leaving to pay for brand new carpet , which they still do not put brand new carpet because when i moved in my carpet had stains. In ******** you can not charge people for normal wear and tare. I have been disputing it with the credit agencies and also hired a lawyer because they are scamming me and also putting interest on the amount to from a debt collector. This business took my security deposit and also renewed my lease knowingly i was moving out. if this issue is not resolved i will be taking it to court.

  Business Response

  Date: 07/09/2024

  In response to consumer's complaint, please find attached a copy of the Final Account Statement (FAS) and a copy of the invoice for carpet replacement (charge to consumer is a prorated charge). Carpet was replaced due to damage beyond normal wear and tear. Consumer moved out March 17, 2022, with the lease expiration date of April 3, 2022. The account is assessed appropriately. This account is with a 3rd party collection agency, ******** Consumer is welcome to contact ******* to discuss payment of the balance due.

• Initial Complaint

  Date:06/04/2024

  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.

  My name is ***************************************, and I live at ***************************************************I am being charged an "Electricity Recovery Fee" on my rent bill for electricity by my apartment complex, I pay directly to 4Change Energy. I have the billing statements from the dates my apartment complex has listed as recovering, showing that I was set up correctly, so I asked them to please remove those charges but, they are being ver difficult. I was charged a recovery fee in March that I paid. However, for the dates 04/01/2024 - 04/30/2024 (April 1st - 30th), I was set up with 4Change Energy and should not be paying any recovery fee for those dates. I paid the fee to avoid late charges but expect that money to be credited back to **** am including their email communications where despite getting all the documents they are pretending that dates do not line up and they do.

  Business Response

  Date: 06/07/2024

  On June 3rd, the resident reached out to the onsite team regarding the Electricity Recovery Fee that was charged to their ledger. Following their outreach, the business manager explained this fee was added because the resident did not initiate electricity service prior to moving in on March 2nd. The business manager informed the resident they would need to provide proof of service and/or a bill showing service from March 2nd-March 31st,which is the billing cycle pertaining to this fee. The resident provided two invoices, one showing service from April 2nd-April 9th, and the second showing service from April 9th-May 8th. These invoices indicate service was initiated on April 2nd. To further assist, the business manager provided the resident with the contact information for the support team that handles resident utility billing. The support team confirmed that, in order for them to review the account for any adjustments, the resident must provide documentation showing service from March 2nd-March 31st.We encourage the resident to provide the support team and business manager with the requested information. If the resident has any other questions or concerns,we encourage them to contact our onsite team so they can assist.