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.

close

Find a Location

United Dominion Realty Trust has 60 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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.

  5700 Woodcreek Cir. Richmond, VA 23228

• 

  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:01/12/2024

  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.

  This complaint to our landlord about the allowed characters. Please see documents provided.I am writing in hopes that something will be finally done about our neighbors who live beside us in Apt 102. I am sure that you have already received complaints regarding the excessive noise from their unit and the harassment that my friend and upstairs neighbor; ****** went through where her daughters left disgusting contents at her door and patio. I was there to witness this as well as prove that her daughters went up the back stairway to carry out their disgusting prank. When I previously wrote to you on December 12th, 2023; to share my complaints, you advised me of what steps to take which are shared again below: When we receive a noise complaint, we reach out with a friendly reminder to be mindful of neighbors. If that doesnt work, for us to proceed further, we need 3rd party verification. What I mean by this is if you experience this during regular business hours, please reach out to the rental office so a member of our team can come over and experience what you are hearing. If this occurs after hours, we recommend that our resident reach out to the non-emergency number for CCPD. If they are called out, and a report is taken, I can get information letting me know what they found so we know how to properly proceed. If you have reported any incidents to CCPD already, if you can let me know a time frame, I can reach out to our CCPD Representative for information. ****** and I have sent you videos as proof of what they have done. We have spoken with the police on several occasions and made you aware of this as well. Still, nothing has been done. We understand that all tenants should be treated fairly. However, we, the folks who have to hear this noise and fight every single night, are fed up. This is unacceptable. We feel our voices are not being heard.Please review the entire email history of all complaints attached. Security footage can also be provided.

  Business Response

  Date: 01/19/2024

  We sincerely apologize for any inconvenience the resident experienced due to concerns with their neighbors and noise. When concerns of this nature are presented to our team, they can only take the necessary steps afforded to them under the guidance of state law and the lease to work towards a permanent resolution. It is important to note that, without robust documentation and a 3rd party witness, we are limited in our ability to act.  
  The resident has provided our team with footage from their ring camera as evidence of the noise. Upon review, it appears that individuals are walking past the residents apartment. While the breezeway may slightly amplify noise levels,they are not engaging in any prohibited activities. It's important to note that, as a community, we cannot prevent residents from engaging in conversations within common areas. 
  The resident has also contacted our 3rd party courtesy patrol service (****)regarding some noise concerns from the neighboring unit. After reviewing the evidence provided by the resident, **** hasnt been able to decipher any threats and is unable to determine any wrongdoing at this time. This means they are unable to take further action at this point. 
  Since the **** concluded that no action can be taken, our team unfortunately cannot proceed any further with the noise complaint as the noise is not outside of what is typical for apartment living. To assist with the residents concerns, the team issued a community-wide email on 1/17/24, reminding everyone of the communitys quiet hours and encouraging mindfulness regarding noise levels in their homes and the community breezeways.  
  We understand this may be frustrating and, should the noise persist, we encourage the resident to reach out to the onsite team during office hours, or to contact the **** if the noise occurs after hours.  

  Customer Answer

  Date: 01/20/2024

   
  Complaint: 21139360
  
  I am rejecting this response because: I am pretty sure this response was copied and pasted by our office manager; ************* 

  My husband and I are so disappointed at how this property and/or landlord has chosen to allow folks to move in and refusing to do full background checks on these residents. If they state that all residents matter; then they should also admit that they are not living up to that standard. There are so many things my husband and I can address here additionally but as you can; UDR refuses to do anything about the loud noise and issues that have still continued even when residents complain. Please review her response to me on how she changed up her story to now want to provide clarification on what she previously said. 

  I am not even sure how they are still in business. They act so friendly when you are applying and act as if they seem to care. However, once you are all moved in and start to see roaches and such in the unit, their attitude then changes to we had no idea and you are stuck in your lease. So sorry but not sorry. 

  They should not be allowed to treat families this way. Even the ones who do not bother anyone. They are allowing folks move in who clearly should not be allowed to. They do not hold anyone accountable and always make excuses as to why things are never getting down. 

  They halfway do things. Promised to do the stairs but chose to do the back stairway first which made no sense. It's dangerous. I am sure they will have an excuse as to why this is too. 

  They painted over rotted wood (we have proof of all of this) and claimed they would have someone imspect the buildings to see what other adjustments could be made. No one ever came or made the repairs to the already chipping paint. It's unacceptable and they know it. However, they get to go home to a warm place; free of roaches and rotted wood and dangerous stairways. They do not have to worry about drama and loud neighbors. They do not have to worry about complaining to anyone because it's their issues. It's their residents. 

  My husband and I will continue to do our part and advocate for residents who have tried to get UDR to listen but no one helped. We will continue to be the voice for the elderly who can possibly get hurt due to the dangerous stairways and rotted buildings that still have not been fully addressed from the root. They have one maintenance guy; ****** who does halfway jobs, lies about things he does/does not do and never takes the suggestions of the actual professionals who have gone to school for the type of work they do. 

  We will continue to advocate for our neighbors who were harassed and then billed for rent that they should not have to pay for due to being harassed. This place only cares about money and treating people so unkind and rudely. 

  We are definitely not the family who will accept such behavior and will continue to voice our concerns until something is done. We will continue to research and do all we can within our means to make sure others who have not yet applied will run far away and avoid such a headache for their family. 

  They have destroyed the confidence of so many residents. They word things as if they say they care and they do not. I have been a CSR manager myself for many years and to see how much of a ball they continue to drop baffles me. To see how they refuse to take ownership baffles me. They literally gave my neighbor, **** the same sort of response. Not our problem, not going to do anything about it. 

  Well, something will be done and we will connect to all of the necessary zoning departments in Chesterfield until they finally decide to do something about this unsafe and dangerous complex. There are many zoning issues in this complex that they try to cover up and it will be reported accordingly within our means.  They should be ashamed of themselves for what they are doing and are refusing to address. You are affecting families. You are affecting children. Shame on you! 

  We will be forwarding all correspondence to the district manager at UDR; *********************, ***; ************************* and President; ************************* and all who will listen to our concerns. We are not bad people. We are people who care about others as UDR should be doing. They patch up the wound without going to the root to properly address and cleanse this issue. 

  We hope that others who are currently leasing at *********************** will finally get the respect and assistance they deserve. Do not charge people $28 per vehicle for parking, over $2000 for rent (even with the bi-weekly payment plan), $115+ for water and trash but do not want to take ownership of the mess you have caused but refuse to fix! Stop milking families dry so that you can move ahead. You can only move ahead when you care about others and do right by others. You do not get ahead when you step on others and refuse to address serious issues that have been constantly brought to your attention. 

  I am not sure why ****** is even allowed to still be the office manager. Her attitude and unprofessionalism is a turnoff for the entire community. Addi is no better. She texts residents when they are past due. She is rude and acts entitled. 

  We pray that this complaint will be sent to the *** or we will kindly share it with them ourselves. Thanks so much for helping to address this BBB. We will respectfully decline this copy and pasted response from ******. Please see attached response. 

   

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

• Initial Complaint

  Date:01/01/2024

  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 *****************************. I am a single mother with 4 children in my apartment. I moved into my apartment on July 13th, 2023. My experience from there has not been positive thus far. My concerns were immediately shared with ******; the office manager, on several occasions which were ignored or brushed off as an unimportant issue. Before moving in, she was extremely nice and pleasant. After moving in, she has not been helpful and constantly ignores my concerns with no assistance. The first major issue that I experienced starting in July 2023, only 3 days after moving into the unit, and immediately addressed: Roaches in my apartment immediately upon moving into the unit. These include American, German, and Wood Roaches which I understand may be seen from time to time due to us being around water and a wooded area. However, even with pest control coming out every other Thursday, the issue has NOT gotten better.I addressed the bug infestation with ****** and reminded her of our conversation BEFORE moving into my unit on whether or not this complex had a bug infestation issue as my son is allergic and can not be around any sort/breed of roaches. I was advised that there were no bug infestations or reports of roaches being a concern from other tenants. The second issue that I experienced which started in November 2023 after my downstairs neighbors (unit 102) moved in and immediately addressed:I have been harassed and falsely accused of causing disruption and loud noise by my neighbors in unit 102. I contacted the police department in early December but was advised to address the issue with my landlord directly. No report was filed as a result of their recommendation.I reached out to ****** on the second week of December to share my concerns and I was told that she needed third-party proof or someone from the office to come out and witness the disruption.Please see the attached for the rest of my complaint.

  Business Response

  Date: 01/02/2024

  We apologize for any inconvenience or frustration the resident has experienced due to their pests/noise concerns. The resident submitted treatment requests for pests on 8/6 and 8/10 and the team promptly scheduled treatment for their unit.Following the residents outreach on 8/10, the team informed the resident that our vendor can only treat their home twice a month and that their home is on the vendors treatment schedule for 8/17 and 9/7. After the treatment on 9/7,the team followed up with the resident to detail the vendors findings. Our vendor found no pest activity but initiated further preventive measures to fill in any holes they found in the unit. Upon notification of the residents sons allergies to pests, our team submitted a general liability claim with our risk management team, and informed the resident they would hear from this department directly regarding this concern. Regarding the noise concerns, our onsite team sent notifications to the up/downstairs neighbors reminding them to be mindful of their noise levels. Both the neighbor and the resident have claimed to be experiencing excessive noise, so we require a third-party witness to proceed further with this concern. The onsite team is available during office hours to witness noise disturbances, or the resident can involve the police to further address the issue and provide a third-party witness to the disturbance. Our team has maintained consistent communication, provided guidance, and promptly attended to each concern presented by the resident. The team has informed the resident that, unfortunately, we are unable to release the resident from their lease without penalty as all concerns have been addressed with customary due diligence as outlined by the lease. Should the resident wish to break their lease, they will be responsible for the lease break fees outlined in their lease. The team is happy to discuss transfer without penalty to either another unit within our community or to a sister community. We encourage the resident to contact the team if they would like to explore their transfer options or to address any questions or concerns they may have.

• Initial Complaint

  Date:12/26/2023

  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 Nov 9th, 2023 my son and I applied to an apartment at ********************** in ******* **, ***** for unit #3-3411. We've paid $160 on application ($80 each applicant) only, plus $350.00 as a deposit. The application wasn't approved and instead of them refunding the card used for payment, they proceeded to keep the money and told us we would receive a check in about a month (today is Dec 26, 2023). I've tried to contact them numerous times and they never pick up the phone. I've completed a dispute with my bank but UDR/********************** in ******* presented my bank with leasing documents for a lease that never happened. We've never lived there nor we refused to proceed with the lease at anytime, therefore, I am demanding the deposit money back $350.00.

  Business Response

  Date: 01/02/2024

  In response to consumer's complaint, a check in the amount of $250 will be sent to consumer. Consumer paid a total of $410 and after the 2 application fees of $80/each (considered a non-refundable fee), a refund is generated in the amount of $250.

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21057177
  
  I am rejecting this response because: The $330.00 deposit was charged as a holding fee and not as an application fee. Term used for the $330.00 amount was "holding fee/deposit". A separate $80.00 application fee was charged separately from $330.00 holding fee/deposit fee. I addition, 2-4 weeks to receive the holding fee were indicated (in writing) even though ******* law ****** 15 days, but it's been 2 months (around 8 weeks), why the delay and even letters charging my son for apartment fees etc. All these confusion on your part, is concerning when consumers are trying to make fair business transactions with you or any other merchant. Below is the legal definition of "deposit"

  "Last Modified: 01/05/2023. Under ******* Statute 83.43(12), security deposit is defined as: any moneys held by the landlord as security for the performance of the rental agreement, including, but not limited to, monetary damage to the landlord caused by the tenant's breach of lease prior to the expiration thereof.

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

• Initial Complaint

  Date:12/11/2023

  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 lived at a UDR Property 4 yr now (*************). I have recently re-signed a lease to start in Feb 24. I will be cancelling.2 many things have gone on for this 2 be a good living situation. Maintenance takes forever 2 get completed when u submit a request even when its A/C related. This is a non-smoking property. I have made complaints that my downstairs neighbors keep smoking in the patio and it comes up through my window. It hasnt stopped. My neighbor above sounds like they do demolition all day and through the night. I understand these are cheaply made buildings all wood frame, no concrete foundation. But people can show consideration knowing this fact. I have informed the office about this 2-3 times and they said they were handling it and it still happens daily. Then recently I got my own vehicle towed from visitor parking bc there were no regular spots left. But apparently now u have to pay to park there. They have very predatory business arrangements with tow companies. They showed no ***** for a first time offense on something that is new and not clearly implied. So that cost me a few hundred dollars to get my vehicle out of a tow yard. They werent willing to work with me on anything.And the most recent issue I had was I actually intended to pay my rent early and I saw a credit on my account and deducted that from payment. It turns out it was falsely marked as a credit so for that amount left of $78 I was charged a late fee of $75 for that not being paid by the 3rd as stated in the lease. But they actually mean the 2nd. B/c I paid the $78 balance on the 3rd and they still charged the $75 late fee and wouldnt show ***** for the mistake on their part and confusion on mine. A 4 yr resident and they wont refund $75 late fee when I paid $2,098 out of $2,176, 3 days early bc of the confusion over $78. The office doesnt care about Cust Svc or maintaining happy tenants that have resided here for years. Its only profit and predatory at that.

  Business Response

  Date: 12/12/2023

  Our onsite teams are best equipped to assist with any questions or concerns the resident may have throughout their residency. According to our records, the resident currently has unreserved open parking which is first come first serve.Residents are only permitted to park in their designated parking spaces/areas and any vehicle found improperly parked may be subject to towing. Should the resident wish to discuss alternative parking options, the team is able to assist. Units can have more or less noise depending on the location. Noise is sometimes something that cannot be completely eliminated when it comes to apartment living. Residents are always encouraged to reach out to the team to report any smoking or noise concerns and it will be addressed in accordance with the terms of the signed lease agreement.
  Regarding the residents billing concerns, after submission of payment for November rent,the resident did have a credit of $78.53. Payment was submitted towards December rent on 11/27; however, once rent and utility charges were posted on 12/1, the amount paid was not sufficient to cover the charges for December. All charges for the month are posted to the ledger on the 1st of each month. While we can offer an estimate of these charges prior to the due date, we're unable to display the definitive amounts until the 1st. This is because we require the utility usage data for the entire month to accurately compute the owed amount. Per the lease agreement signed by all parties, rent is due on or before the 2nd day of the month. Any payments submitted after the 2nd will be subject to late charges. While we appreciate the resident submitting payment early, we are not permitted to waive the late fee as the full rent balance was not received by the due date listed in the signed lease contract.

• Initial Complaint

  Date:12/07/2023

  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 am an elderly woman that has lived at this UDR property for 15 years. Never once has my rent been late. My husband normally paid our rent on the UDR app. My husband died 4 months ago and I have been left to deal with handling the bills. I am not good with computers or technology etc. My daughter went online and paid my December rent the weekend of the 2nd of December. It appeared that the payment went through on the app like it did every other month. We thought everything was fine. I do not check my emails often. I just so happened to go online the evening of 12/6 and there waiting for me in my email was a notice from Ms. ********* for UDR with a notice to vacate. The notice was not signed and there weren't any boxes checked. Then I also had an email from UDR that stated their app was having issues pertaining to taking payments and the payment we made did not go through and any payments after the 4th would be considered late. I am a disabled 74 y/o woman who has mobility issues with no other place to live. UDR is now going to make me homeless. All I want to do is pay my rent and keep a roof over my head. I can't talk to a human being at UDR. They are required in ***** to hand me the notice or tape it to the back of my door inside the apt and **** ********* did not do that. Emailing the notice is not allowed and UDR would lose in court if this is the manner in which I was served with eviction papers. UDR handled this completely wrong. I am elderly, I have lived here for 15 years, never been late on my rent and this is how you treat me? If it weren't for the system glich on the UDR app rejecting payments, this would be a non-issue right now and I wouldn't be getting evicted. I have until 11:59pm on 12/8 to vacate. I demand a response from UDR today before I am homeless.

  Customer Answer

  Date: 12/07/2023

  I was able to resolve my complaint with Ms. ********* who was working on behalf of UDR. We were able to reach a resolution to my satisfaction. Ms. ********* immediately responded to my email this morning and throughout the day until the matter was resolved. Thank you. This case can be closed now.

  Business Response

  Date: 12/07/2023

  The resident logged in on 11/30 when we had no issues with the app and failed to submit a payment for rent. There were issues on 12/1, however they could have logged in 12/2 or 12/3 to pay and failed to do so. An eviction was not started, just a notice that it could be filed should they fail to pay or vacate. We have agreed to waive the late fee with payment, and the notice is essentially voided once payment is made. Our business manager has been in contact with the resident to provide this information and assist if needed.

• Initial Complaint

  Date:11/28/2023

  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 moved out of ***************************** owned by UDR, in July of 2023. We were there for 5 years and took excellent care of the place. They took photos before we moved out of the space and we cleaned and moved out after. Based off of those photos I got a charge for $50 for grout cleaning. I disagreed with this charge as the photos they reference shows caulking that is black. We cleaned this after the pictures were taken but it needed to be replaced. I had put in a work order for this and it was not done as work orders were taking months to be completed. That caulking had been replaced 2 times already since we lived there. That was a bathroom we hardly even used. We are in the construction field and I understand how to take care of grout and caulking. I had gone over this before with maintenance that there is a bigger issue of moisture behind the walls as it was getting black despite almost no use and cleaning frequently. I emailed the billing department right away and an unnamed employee was writing me back. They were insisting I needed to pay this charge which I definitely disagreed with. I went to the office but they said they couldnt help me as we had moved out and I had to take up the dispute with the billing department for which there is no phone number only email. I attached screen shots of the emails, I went back and forth 13 times and left messages with the main office in CO. No one resolved this with me. I just found out they sent this charge to collections and my credit is being affected. I know it is not much but this company had a host of atrocities which is why we ended up moving. The final straw being weed smoke coming into our place and a rat terrorizing our apartment for over one month with me calling everyday to get it handled. It finally died in the ceiling, smelled up the apartment and my husband had to find and clean it up as maintenance was missing. I have a 1 year old and that was highly unsanitary. I refuse to be ignored and bullied into paying a fraudulent charge. I just want the fee removed and my credit fixed from their false claims of me owing them money.

  Business Response

  Date: 11/29/2023

  In response to consumer's complaint, attached is a copy of the Final Account Statement (FAS), a copy of move-out photographs and copy of an invoice that reflects cleaning in the amount of $325 (consumer was charged $50 for grout cleaning). The account was assessed appropriately with a balance due in the amount of $50.00.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20929399
  
  I am rejecting this response because: those photos are from before we left and there was no grout cleaning needed. As I stated before they needed to replace caulking which I had a work order in for. Work orders were taking months to be done so it was not done before we left. Even maintenance agreed with me when I went in to the office but because we had already moved out they could not do anything about it.

  I dont understand how this company is being this ***** and wont even answer my emails or calls. We spent thousands with them and took better care of our place than I bet 90% of the occupants. When they came to take pictures they commented on how well we took care of the apartment. We never wore shoes on the carpets etc. I will not accept them to continue this lie that we owe for something that we dont and I already brought up the issues numerous times about the bathroom. They can look at my account and see the work orders I put in for the bathrooms numerous times.

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

  Customer Answer

  Date: 12/05/2023

  I dont understand how this matter is closed when the company is using photos from before we moved out and what they are charging me for is not what the photos even show. They dont answer the phone and an anonymous person with no name will answer an email. No one is willing to help at the office where there are actual people since we have moved out. They are hurting my credit for a fraudulent charge and there seems to be zero recourse because they hide behind emails and wont confront having an actual person speak with me.

• Initial Complaint

  Date:11/06/2023

  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 have an ongoing dispute with UDR, Inc., a property management company, related to their handling of my enrollment in the bi-weekly rental program and their interpretation of the lease agreement. Since June 2023, I have raised concerns about the vague and contradictory language in the lease agreement, primarily focusing on the terms "may" and "or." This ambiguous language has resulted in ongoing disputes, confusion, and misunderstandings regarding payment deadlines and associated fees.Despite my continuous attempts to address these concerns and request clearer wording in the lease agreement, I have received unsatisfactory responses and a lack of empathy from UDR's staff, particularly *************************, the Business Manager, and ***************************************, the Operations Manager - Area 1. I am a long-term resident of over five years and believe that my concerns have not been addressed with the respect and care that I deserve.I have repeatedly sought a resolution to these issues through email communications but have not received a satisfactory response. Additionally, my requests for a phone call to discuss these matters personally have been unattended, leaving me feeling unheard and undervalued as a resident.My complaint revolves around UDR, Inc.'s inadequate response and unjust treatment, which raises questions about their commitment to fair and empathetic customer service. As a resident for over five years, I expected a higher level of professionalism and understanding, and I am dissatisfied with the treatment I have received.I am seeking the Better Business Bureau's assistance in mediating this dispute and encouraging UDR, Inc. to take necessary steps for a fair and prompt resolution. My aim is to ensure better communication, clarity in lease agreements, and improved customer service standards for **********************'s residents.

  Business Response

  Date: 11/07/2023

  The team gave the resident a call today (11/7) to discuss their concerns in more detail. The team provided clarification regarding the verbiage and due dates listed in the bi-weekly rental agreement. The customer service concerns brought up regarding communication have been addressed internally. Should the resident have outstanding questions, concerns, or feedback we encourage them to reach out so our team can provide the necessary clarification and assistance. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20831846
  
  Dear BBB Great West + Pacific,
  
  I appreciate your assistance in facilitating communication between me and UDR, Inc. regarding my ongoing dispute. I have carefully reviewed the response provided by the business, and while I acknowledge their efforts to address my concerns, I believe that there are important points that have not been adequately resolved. Therefore, I must respectfully reject their response.
  
  1. Concerns of Preferential Treatment: It has come to my attention that there might be inconsistencies in the treatment of residents, particularly when it comes to concessions and the removal of fees. This issue goes beyond my individual case and highlights potential disparities in UDR's customer service practices. Despite providing medical documentation to support my situation, it is disheartening to believe that I might have been treated differently than others facing similar circumstances. I kindly request that this matter is further investigated to ensure equitable treatment for all residents.
  
  2. Timing of Responses: Both responses from UDR, specifically the responses from *************************************** and *************************, were issued after the due date, which was by close of business on Friday, November 3rd, 2023. This timeline made it impossible for me to discuss the issue further with the business, leaving me with no choice but to pay the full amount in order to avoid additional fees and potential legal actions. I believe this is an area where improved communication and responsiveness would have significantly benefitted the situation.
  
  3. Clarifications on Verbiage and Due Dates: I appreciate ******************************************* efforts to clarify the verbiage of the due dates and the bi-weekly rental agreement. However, during this process, it was mentioned that various thresholds prompt actions like late fees or a 5-day letter. In the email responses from both *************************************** and *************************, it was implied that failure to pay the full rent would result in late fees and a 5-day letter. This discrepancy raises concerns about the clarity of the rental agreement and addendum, as it was not explained how these thresholds are determined and what specific factors influence such actions. I believe this should be addressed to avoid further misunderstandings among residents.
  
  4. Lack of Compassion in Handling Health-Related Issues: My primary concern remains the perceived lack of compassion and disregard for my medical situation. I have undergone surgery and faced recent unemployment, making it an exceptionally challenging period. Despite making my situation clear, there was a significant lack of consideration or understanding at the time when it was needed most. I received a call from UDR after the due date, which was not conducive to resolving the issue or avoiding late fees.
  
  In conclusion, I appreciate UDR, Inc.'s attempt to address my concerns, but the matters highlighted above require further attention and clarification. I hope that my rejection of this response will encourage a more comprehensive resolution that reflects fair treatment, clear communication, and improved customer service standards for all residents.
  Thank you for your understanding and continued support in this matter.
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/05/2023

  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 signed a lease for *************** **** apartment #*** on 10/24/2023 after a virtual tour on their website for a move in date of 11/3/2023. I went to the apartment after work on 11/3/2023 and from the moment I opened the door there were roaches EVERYWHERE. They were on the walls and floor at the entry way, in the kitchen sink, on the counters, coming up through the carpet in the living room and dining room, and on the ceiling. It was a complete infestation! There were 30 plus roaches in plain sight. This is absolutely disgusting and by no means a home from anyone to live in. The next day I went to the leasing office and spoke with the manager *************************. She was not empathetic at all to the situation, and in fact said that the apartment would be rented either way if it is to me or somebody else. I mentioned there were several online reviews of tenants complaining about roaches and she said those reviews do not matter and there is no ***** problem in ***************. She said her and the staff walked through the apartment beforehand and if there were any roaches they must have missed it. She also stated that pest control would need to go to the apartment and actually determine if there is an infestation.The pictures and videos I have clearly show and prove that there is in fact an infestation. I will be reporting *************** to the **************************** as well. I gave the leasing office 2 cashier checks on Friday 11/3/23. One was in the amount of $1980.00 add the second one was in the amount of $1845.67. I will need my funds back asap as I cannot move in due to unsuitable living conditions.

  Business Response

  Date: 11/07/2023

  The team walked the unit with the pest control vendor on 11/6. The unit was treated on the same day, and a schedule was set for additional treatments. The team will be replacing the refrigerator in the unit. The team provided the resident with two options: They can transfer to another one bedroom without paying a transfer fee, or they would be able to end their lease and receive a refund minus the application fee. The resident should respond directly to the email the team sent to let them know how they would like to proceed. 

  Customer Answer

  Date: 11/07/2023

   
  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,
  
  Amalitsa Safioleas

• Initial Complaint

  Date:11/05/2023

  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 (managed by UDR) since May 2023 and from June 2023 - August 2023 my unit did not have hot water. I submitted numerous maintenance requests that were responded to by the maintenance team, however despite this the issue was not resolved (they even knocked down a part of the shower but that didn't do a thing). The weather had been so hot during that time so I didn't want to complain too much about it, however as August approached I began to worry about not having hot water in the fall/winter. This was when I began researching landlord/tenant rights and discovered that UDR was in major violation of that. Hot water is an essential service, which I had not had for three months straight. I submitted an official notice threatening legal action and conveniently, the hot water was restored the next day (October 2, 2023). This week, water was completely out for one day, and there was no hot water on three separate days. I called the emergency maintenance line, and they informed me that management was aware of the issue, however I (along with all other tenants), did not receive a notification of this. Now they are saying that there is a missing part that will not arrive by today, therefore leaving us without hot water once again. I should not have to pay the ridiculously high water bill for a service that is not consistently received. I believe there is a much larger issue at the root of this, and UDR continues to provide bandaid fixes that do not actually solve anything in the long run. I am not the only tenant experiencing these consistent hot water/water issues and it seems to have been occurring for years now.

  Business Response

  Date: 11/07/2023

  I have attached the residents service request history for hot water concerns.The resident first submitted a request for this concern on 8/22/23 stating the shower took at least 10 minutes to run warm and that the shower only runs at a lukewarm temperature. The request mentions this concern had been occurring for a month, but this was the first time the resident reported the concern to the maintenance team. On 8/23/23, our team corrected the shower valve and verified with the resident that the water was reaching an appropriate temperature. On 8/24/23, the resident submitted another request stating they tested the water when maintenance was there the day before and it was okay, but later in the evening the water went back to only getting warm but not hot. On 8/24/23, our team notated that the tub handle was already adjusted to the hottest setting. A part was ordered and the diverter in the shower was replaced 8/28/23. On 9/6,the resident submitted a case through their ResApp stating they still did not have hot water. On 9/11, our team responded alerting them to submit a service request and email them back with more information. An email and Service request were not submitted until 9/18/23 with the resident stating the water is still only lukewarm. On 9/20, our team replaced the cartridge in the shower. The resident sent a letter to the team in early October regarding their hot water concerns. At that time, the boiler in their section was experiencing issues and was resolved 10/6/23. The resident did not submit additional service requests for hot water until 11/5. Unfortunately, this past week, we have been having an issue with the boiler in their section going down. It is currently running;however, we are waiting on a part early next week.  As soon as the part arrives, repairs will be completed. We have sent out a notice to let the residents know that we are aware that the hot water has been intermittent, and we are waiting on a part.
  
  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 ************** request was attended to and resolved. There are times when maintenance issues require a certain degree of troubleshooting to identify a complete fix.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 the issue has persisted. 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 team is actively working to address the recent concern with the boiler and the situation should be resolved by next week. If the resident is still experiencing issues following that repair, we encourage them to submit a service request so that our team can further investigate.
  

• Initial Complaint

  Date:11/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an apartment with this company on 8/28/2023 for $180 total, they denied me on 9/6/2023. The card that I used to apply and pay my application fees was accidentally saved for auto pay on the portal. No other services were rendered after the denial on 9/6. The ****** was taken out on 9/8/2023. Ive tried to contact udr to recover my funds and I havent been able to talk to a live person since September. Also the $100 holding fee I paid was never refunded when I was denied. I feel like this is the only way to rectify the situation seeing that there are no live people in the leasing office or over the phone. *** also tried disputing it with my bank to no avail.

  Business Response

  Date: 11/09/2023

  In response to consumer's complaint, attached is the Final Account Statement reflecting a refund in the amount of $225.

  Customer Answer

  Date: 11/13/2023

   
  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,
  
  *********************************