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:05/29/2024

  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 ************************** located in ******************* and of which are owned by UDR. I have consistently submitted maintenance requests that are immediately closed as completed. I notify management of the issue and they ask me to email them of my concerns and absolutely nothing will happen unless I show up to the leasing office with some bass in my voice. However, I cant take off from work to conduct actions that should happen based on the customer/landlord relationship. I am requesting that higher leadership be notified of my concerns so that I can enjoy my home thoroughly.

  Business Response

  Date: 06/04/2024

  In May, this resident submitted six maintenance requests. On May 8, the resident submitted their first request for a dryer issue, which our team resolved the same day by blowing out the dryer vent. On May 24, the resident submitted additional requests for a dryer issue, assistance with their smart hub, a problem with the exterior building door, and trimming the **** behind their balcony.

  
  On May 30, the maintenance team cleaned the dryer vent again but found it still wasn't heating properly. Consequently, our team ordered a replacement dryer, which will be installed upon arrival. Regarding the smart hub, our team initially advised the resident to troubleshoot with SmartRent support. However, upon further investigation, we discovered the hub wasn't powering on, so a new one was installed on May 30. The issue with the exterior building door was resolved on the same day (May 24) by lubricating the door lock. The request for trimming the **** has been forwarded to our landscapers, who will address it accordingly.

  
  While we cannot guarantee residents will not experience maintenance issues in their homes, we always act with customary due diligence (as outlined in the lease) to address all concerns promptly and thoroughly. We understand that maintenance issues can be frustrating, but our team did address these concerns within the week.

  
  Regarding the resident's request for contact, our Community Director left messages on the resident's provided phone number on May 30, May 31, and June 3, but has not received a response. If the resident is still experiencing maintenance issues or would like to discuss their concerns further, our Community Director is available to connect.

  Customer Answer

  Date: 06/12/2024

  Please see my attached response that I'd like the United Dominion Realty company to know.

• Initial Complaint

  Date:05/08/2024

  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 applied for housing through a UDR property called ************. I paid an application fee and they also required a $350 holding fee. I provided my banking information as the form of payment. Before I even submitted the application, I asked the representative that if I do not get approved for housing how long will it take for them to refund the holding fee. I was told that it takes no more than 15 days ***. Well my application was rejected on April 9th of 2024. The following week I was told again that I did not get approved for housing, and I asked again how long would it take to get my holding fee back, and again I was told 15 days. I asked how is the payment provided, I was told through a check and it would be mailed to me. I provided my mailing address to where the check should go. After the 15 days passed and I still have not received the refund, I called the property and they gave me the email address for udr's billing Department. I sent an email to UDR and received a response that someone will reach out to me within three business days. The response I received on the third day was that the payment would be sent to a manager for review. I asked why was it taking longer than the turn around time they provide it but no one ever responded to that question. As of today I still have not received my refund and I feel like they are keeping my money hostage. I asked for an update today of the status and was told that the request was approved and I will receive my payment within two to three weeks. I told them that that is not acceptable and I needed someone to call me ASAP. I have already waited the max ****** of time that they said it would take, therefore I feel like my payment should be electronically put back into my bank account or they need to send me a check through Express Mail. I am currently homeless and I was approved for housing elsewhere and I need that money to put towards my security deposit. I do not have time to wait anymore.

  Business Response

  Date: 05/09/2024

  In response to consumer's complaint, property management will reach out to consumer via email. A check can be sent via Express Mail, however an actual address will be needed (vs. a PO Box).

• Initial Complaint

  Date:05/03/2024

  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 moved into our apartment at ********************************************** in ********** in July 2023. Everything was good until we had some severe rainstorms over the period of several months. A large leak started in our bedroom. We submitted work orders and called the emergency line and was told nothing could be done until the rain stopped. After several MONTHS of dealing with a leaking roof over in our bedroom, it being "fixed" only to have it leak again when it rained....we demanded to be let out of our lease. They allowed us with no penalties and we vacated the apartment March 29, 2024. We spent 2 1/2 hours cleaning the apartment - me, my wife and my mom made sure every inch - including the walls - were cleaned. There was no trash and no damage to anything. We never walked on the carpet wearing shoes - my wife was a ******** about that. We hung one thing on the walls - a small key rack for our housekeys. I truly believe the apartment was cleaner than when we moved in. We received an email final account statement deducting $345.82 from our $550.00 deposit. After sending them the ***** and screen shots of the apartment after we cleaned it they agreed to waive the $125 cleaning fee, but still insist on charging for paint labor/materials. This is ABSURD. By law paint is normal wear and tear. We should receive our entire deposit back according to CA Civ Code ****** By law they should have sent this within 21 days and included an itemized statement of deductions including receipts since it was over $125. They did not provide any of the requirements. We would appreciate UDR do the right thing and send us our entire deposit. Attached are photos from the video we took prior to leaving the apartment after we cleaned it.

  Business Response

  Date: 05/06/2024

  In response to consumer's complaint, attached is a copy of the Final Account Statement (consumer received a refund in the amount of $247.53), a copy of an invoice that includes the charge for paint (the charge to consumer was a prorated charge), and a copy of move-out photographs. The account was assessed appropriately with a refund to the consumer.

• Initial Complaint

  Date:02/11/2024

  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.

  I have been working with UDR to qualify for an apartment. The co-signed must make 4x the rent, my mother does and co-signed for me on the apartment. I have given them bank statement la for three different accounts and a W2 that shows a yearly salary of 130k, the apartment is (*****) monthly. That alone proves more than 4x the salary. However an offer letter would be suffice but not a W2. They have also requested to see each transaction on the bank statement which is an invasion of privacy and not pertinent information to qualify me for housing. I feel as though this company is discriminatory and does not qualify or request inform from Certain people as they have everything needed to confirm my co-signed makes over the 4x of monthly salary. Check stubs were submitted, W2, and three different bank statements. This property is discriminatory.

  Business Response

  Date: 02/12/2024

  In response to consumer's complaint, it appears consumer provided a summary page of bank statements and was advised that full statements were required to move forward with the application process. 

• Initial Complaint

  Date:02/02/2024

  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.

  This does not begin to detail ALL of my grievances so, I'll share this because I believe it constitutes violations of my tenant rights as well as potentially fraudulent billing practices by Newport Village/UDR Billing. Despite my repeated attempts to resolve these issues directly with the management and UDR team, they remain outstanding.Correspondence between myself and NPV/UDR, detail my complaint:1. Fraudulent Charges: Upon vacating my unit, I was charged for (disputed) carpet damages. I've made numerous requests for original photos (not embedded in a PDF), including details such as the date and time the photos were taken and to confirm who took them. UNANSWERED 2. Unauthorized Entry and Mishandling of Personal Items: Prior to me officially turning in keys, unauthorized entry into my unit. My personal items were staged with trash, subjected to potential contamination and damage (food/liquid). UNPROFESSIONAL keyless entry shows staff entry 3. Debt Collection Without Adequate Resolution: Account forwarded to collections ********** which is negatively reported to credit bureaus. The action took place while my dispute with NPV/UDR remained unresolved, and without proper fulfillment or responses to the requests/questions I had.Key dates & responses regarding settlement offer, my denial of settlement & final account statement:* Newport Village/UDR Settlement Offer: Nov. 28, 2022 | 8:44 AM * My Response to Settlement Offer: (requesting response to my concerns) Nov.30, 2022 | 2:16 PM * Final Account Statement ************************: Dec. 1, 2022 | 3:31 PM (Account is showing on my credit report to be reported Dec. 15, 2022)That these practices may be in violation of Virginia's tenant-landlord laws, as well as debt collection laws. I've been clear on my readiness to settle legitimate charges such as the late move-out fee and replacement of blinds. However, the carpet damage charges are still in dispute.NPV/UDR has been h*** for me as a tenant, and now. I've never had issues before!

  Business Response

  Date: 02/06/2024

  In response to consumer's complaint, please find attached a copy of the Final Account Statement with a balance due in the amount of $1,730.56, a copy of the invoice for carpet replacement and a copy of photographs taken after move out. The charge to consumer for carpet replacement is a prorated charge, and the move-out photographs document the need for carpet replacement, charge for damaged blinds and charge for trash removal. The balance in the amount of $1,730.56 is valid and assessed appropriately. Consumer may contact ******* (3rd party collection agency that manages this account) to discuss the balance due.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21235816
  
  I am rejecting this response because:
  
  my request for original photos have not been received and neither has my complaint of unauthorized entry and mishandling of my personal property. ******* does not have documents nor original photos. 
  

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

• Initial Complaint

  Date:01/29/2024

  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 have been a tenant at Newport Village Apartments since May 2023 and since then have experienced consistent lack of hot water. From around June 2023 - August 2023, I did not have any hot water in my apartment. Despite numerous documented maintenance requests and visits, the issue was not resolved. ******************* even knocked down a part of my shower to address the issue but to no avail. After this, I began researching what to do and discovered they were in violation of tenant rights, specifically to the issue of not having access to essential services (which includes hot water). I sent an official notice threatening legal action to UDR, and the next day, our water was hot again. However, this week alone, we have had a water outage (no water at all), and zero hot water on three separate days. I believe there is a root issue that needs to be addressed, because I am not the only tenant experiencing this issue (and it seems to go back quite a few years).

  Business Response

  Date: 02/12/2024

  This resident has already submitted a BBB regarding this concern that was deemed resolved by the BBB (BBB #********). "There is not sufficient documentation to corroborate the residents claim that they were without hot water from June-October 2023. The only service requests for concerns with water temperature were submitted in late August/early September. Each request was attended to and resolved." Recently, there have been no service requests submitted by this resident for hot water issues in their home. The last service request we received regarding hot water was submitted in November 2023. Per the lease, if you or any occupant needs to send a notice or requestfor example, for repairs, installations, services, or security-related mattersit must be submitted through either the online resident/maintenance portal or signed and in writing and delivered to our designated representative. We are unable to assist if we are not made aware that there is a concern. While we understand the residents frustration, our team has acted with customary due diligence (as stated in the lease) to troubleshoot and resolve the reported maintenance concerns. Our community had been experiencing issues with our boilers and there were several instances in which we were waiting on parts, causing delay in fixing the intermittent hot water concerns. There would never be days without hot water; however, during high demand times the hot water would come and go. As of now, we have received all parts on order, made repairs to our boilers, and they are functioning correctly. While we understand the residents frustration, our team has acted with customary due diligence (as stated in the lease) to troubleshoot and resolve all reported maintenance concerns.

• Initial Complaint

  Date:01/26/2024

  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 have profound dissatisfaction and deep concern regarding the prolonged elevator outages at **** Apartment Building in ********, **, where I am a tenant residing in unit ****. This ongoing issue, as communicated in recent emails, has not only inconvenienced me but has also posed significant risks to the safety and well-being of tenants, including my elderly parents residing in unit ****.On 1/18/2024, a email communication informed us that both main elevators would be down for "several weeks," leaving us with only one freight elevator. This situation is particularly distressing given the high-rise nature of the building and the substantial number of tenants, exceeding ***** individuals.My elderly parents, aged 62 and 74, who faced significant challenges due to the limited access to the freight elevator. They were forced to walk ***************************************************** use. This poses a severe risk to their health, considering their existing medical conditions.The gravity of this became alarmingly apparent on 1/23/2024 when my father experienced a health emergency, requiring immediate transportation to the *** The only available elevator was in use for a tenant move, causing a 10min delay to get my father to the car. In emergency situations, such delays can be life-threatening, and it is unacceptable that tenants are subjected to such risks.This violates the terms of our lease agreement and raises concerns about tenant protection laws. Living in a building with compromised elevator access contradicts the standard of living we expect in a well-maintained property.Given the severity of the circumstances and the impact on our daily lives, I request the complete waiver of rent for my parents' unit (****, ********* and *************************) and mine (****) for the current month. I believe this is a fair and just resolution to compensate for the significant inconvenience, potential health risks, and the breach of our right to a habitable living environment.

  Business Response

  Date: 01/31/2024

  Unfortunately,mechanical failures can occur in high-rise buildings; however, we do understand the significant impact they can have on our residents. Our team is actively pursuing all available avenues to expedite the repair process for the elevators. They have sought additional opinions from alternative vendors, and our corporate team is fully engaged in assisting with the resolution. Daily communication with the vendor and escalated discussions with the top executives of the elevator company underscore our dedication to finding a quicker solution. While we understand and empathize with the inconvenience and concerns the resident has, we are governed by very strict rules and regulations that denote that we must treat all residents equally and cannot make any special provisions. We are unable to provide abatement for this situation as this would be considered a special provision. Our team provided the resident with a reasonable accommodation form to fill out and, *************,will be reviewed by our legal team to evaluate what accommodations can be made due to the medical needs of the residents parents. Our team has also advised the resident that they will work to accommodate them/their parents anytime they need the elevator and, once the accommodation process has begun, are willing to pay for a hotel; however, the team had not received a response as of 1/29/24. We encourage the residents to continue working with our dedicated onsite team as they will be best equipped to assist.

• Initial Complaint

  Date:01/24/2024

  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 applied to ************** apts in ***** ***** while out of the area (long distance).I tried to call them ahead of time but they never answered, so I reluctantly applied online.After my application was approved I found out that the parking situation was absolutely unnacceptable among other things that were unclear before.I once again tried calling them, no answer and their announcement says the only way to talk to them is to come in person which was not an option from my location. I found this frustrating that theyre intentionally so hands off and unreachable. I emailed multiple times no reply. I start emailing and submitting forms online various ways to get help and finally someone replies, after explaining I cant take this apt now that I know all the details, I request a refund. He basically agrees to a partial refund which I find unfair given that I wasnt able to talk to ANYONE prior to an application. I feel this is a very trickster approach towards clueless prospective out of town tenants.Very frustrated I agreed but still pressed for a full refund.He tells me I will get partial in the mail.?I have not received this refund and I am now no longer at that prior address.SO I email the address I previously spoke to *******, NO REPLY.Frustrated again because I know this email clearly works. A company who easily accepts money but keeps their distance and ignores customers is not a legitimate company. I see now they have an F RATING on BBB, that is not surprising. Whats surprising is how are they still in business treating people like this?I am demanding a FULL REFUND of $185.00 (85/100)I am sick and tired of wasting my time on this issue that shouldnt have happened in the first place.

  Business Response

  Date: 01/25/2024

  In response to consumer's complaint, this account has a zero balance and is considered closed (see attached ledger for the account).

  Customer Answer

  Date: 01/26/2024

  
  

  Complaint: 21194346
  
  I am rejecting this response because:

  I am rejecting UDRs response because I feel they did not comprehend my complaint. 
  It is not about whether I have a zero balance or not, it is that I am due a promised refund for my application which I never received.
  Did the business not READ my complaint??? Their response makes no sense.
  
  
  
  ***********************************************

  Business Response

  Date: 02/02/2024

  in response to consumer's rejection, please note the ledger provided in the previous response. $85 was charged back on 12/22/2023 and $100 is considered a non-refundable fee per the application terms.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21194346
  
  I am rejecting this response because:

  Due to the fact that this company is not contactable at all or reachable (I also have a friend that lives in that building and she says they are intentionally not available, remote etc)

  I want the remaining $100 refunded. I was not able to get the correct unit, or ask, get answers to vital questions that got me assigned to a unit that was completely wrong.

  This is unethical for a business to collect money for fees and be completely unreachable. As mentioned before their voice greeting clearly states they won't answer the phone! So for anyone out of the area it is impossible to get help! REFUND my money!

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

• Initial Complaint

  Date:01/22/2024

  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.

  On December 21, 2023 I applied and was approved for an apartment a ************** in *******, ***** through it's leasing company UDR Inc.On December 22, 2023 I notified UDR representative ***** that I wanted to cancel my application. When I applied for this apartment I paid $85 non-refundable application fee and $100 refundable lease holding fee. URD mistakenly took out the $85 application fee twice, and later refunded one of the $85 application fees, but have not refunded the $100 lease holding fee. Around the second week of January **** I received a check from UDR in the amount of $15 and I immediately contacted UDR via email ************************************ regarding my $100 refund,but they keep talking in circles about how the $85 application fee is non-refundable, but never addressed the $100 refundable lease holding fee, and then when I asked specifically about that they stopped responding.

  Business Response

  Date: 01/23/2024

  In response to consumer's complaint, see attached ledger of the account. Only the $85 non-refundable fee was retained.

   

  Customer Answer

  Date: 02/02/2024

  On December 21, 2023 I applied and was approved for an apartment a ************** in *******, ***** through it's leasing company UDR **** On December 22, 2023 I notified UDR representative ***** that I wanted to cancel my application. When I applied for this apartment I paid $85 non-refundable application fee and $100 refundable lease holding fee. URD mistakenly took out the $85 application fee twice, and later refunded one of the $85 application fees, but have not refunded the $100 lease holding fee. Around the second week of January **** I received a check from UDR in the amount of $15 and I immediately contacted UDR via email ************************************ regarding my $100 refund, but they keep talking in circles about how the $85 application fee is non-refundable, but never addressed the $100 refundable lease holding fee, and then when I asked specifically about that they stopped responding. I previously filed a BBB complaint (********), but was unable to respond in time due to a death in my family. UDR responded with a "ledger" stating they provided me two $85 refunds to my bank account, but that is false. They charged me twice for the $85 application fee, and only refunded me one $85 payment on 12/26/24. I have attached my ********** statement for the month of December 2023 that shows all of the credits that I received. UDR sent me a check for $15 and I am requesting the refund balance of $85.
  

  
  

  Refund

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair 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 have complained for over a year about my upstairs neighbor. From the time he arrives home in the evening until he goes to leaves for work, the noises that come from his apartment sounds like he is either remodeling his apartment or moving furniture. The floor boards are very weak and it sounds like he will come through the floor any minute. My ceiling fan shakes, my floor vibrates and the items on my bookshelves rattle. He allows his 3-year old toddler to run all over the apartment and sometimes jump off furniture. I have asked him more than twice to please be mindful that someone lives beneath him. I am a 69 year old woman, I live alone and I work from home. This man is so disrespectful and shows no regard for the elderly. I reached out to the office management and was told I needed to record the noise to verify my complaint. I do not have the technology or means to make recordings of any type that can record noises. It was also suggested I wear ear plugs!! I do not feel comfortable wearing anything that would not allow me to not be able to hear should something go on during the night. I thought there was a noise ordinance that prohibits noise after 11pm. I am getting very tired of not being able to relax after work, to be awakened in the middle of the night and especially over the weekend. Im not asking for total peace and quiet. Id like for office management to speak to him about the noises. I pay rent just like he does and I would like to not live miserably 90% of the time.

  Business Response

  Date: 01/24/2024

  Our team diligently follows specific procedures when addressing noise complaints to ensure a positive living experience for all residents. Typically, we can successfully resolve these issues by reaching out to the resident(s) and discussing the disturbance reported from their home. While most noise complaints are promptly resolved through this process, there are instances where more extensive measures are needed for a satisfactory resolution. In such cases, we kindly advise residents to contact our team during office hours or reach out to the police after hours to have a third-party witness to the noise.

  Upon the resident's initial report of noise concerns in 2022, a member of our maintenance team conducted an investigation but unfortunately could not identify any disruptions. Our actions are guided by state law and the lease agreement, and we take the necessary steps within these frameworks to work towards a permanent resolution. Our team has also communicated with the upstairs neighbor to address noise concerns reported from their unit. However, the neighbor mentioned that they travel often and aren't always home at the time when the resident is reporting the noise concerns. It's worth noting that the last noise complaint we received from the resident was in August 2023.

  We understand the importance of addressing these concerns, and we have encouraged the resident to either record the disturbances or contact our team during office hours or the police after hours to ensure there is a third-party witness to the noise. Additionally, we've informed them about the possibility of transferring to a top-floor unit, which can help minimize noise transfer from an upstairs neighbor, but the resident did not want to pursue this option. At this time, without sufficient evidence, we are unable to classify this noise as anything beyond normal apartment living sounds. Our team remains committed to assisting the resident to the best of our ability and encourages them to follow the above-mentioned directions so that we can better assist and address any ongoing concerns.

  Customer Answer

  Date: 01/24/2024

   
  Better Business Bureau:

  To be clear, the noises were not normal apartment noises.  Without sounding like a nosy neighbor, and because I work from home, its odd he says he travels for work and I see him arrive home daily.  It is true I did turn down the option to move to an upstairs apartment.  ****** would be a total inconvenience for me as a senior citizen.  I refuse to go back and  forth based on untruths that unfortunately I cannot prove.  

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