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

• 

  The Breyley Apartments-Property #17002

  1820 Sunset Point Rd Clearwater, FL 33765-1012

• 

  Hickory Run Apartments

  1080 W. Main Street Hendersonville, TN 37075-6805

• 

  United Dominion Realty Trust, Inc.

  5700 Woodcreek Cir. Richmond, VA 23228

• 

  United Dominion Realty Trust, Inc.

  9712 Tartuffe Dr. Richmond, VA 23238

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:09/12/2023

  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.

  This property management company ***************** and dime you to the end of the earth. Mine is ********************** in *****. I transferred units ($1000 cost!) within the same property and left my old unit cleaner than it was when I moved in. They're replacing the flooring in all units to match a newer color scheme, and low and behold my floor was replaced and I get to pay for it. Funny thing is the building had a sprinkler leak in May, 4 months ago (7 total units affected). Why replace it again? Incompetence? I'd be curious to know how many units have move outs where they don't make the previous tenant pay for a floor replacement.Other charges:* $35 for a smart plug, which doesn't exist as far as I know. I didn't get one in my new unit either so I guess I'll be getting charged again when I move out.* Carpet replacement - was shampooed before leaving. Again I'd be curious to know how many are NOT replaced because I'd bet it's zero after talking to other tenants. Wear and tear isn't a concept to UDR.They did legitimately charge me for a broken blind on the door. Hard flooring though? I guess it's cheaper to upgrade your building when the tenants pay for it.Still working on a dispute, but at some point that will cost more than the charges.Other than the dispute:* Parking fee structure changed during my stay. guests have to pay now.* The tenant portal almost has the right values. The front desk girls keep telling me I owe different amounts and that their system doesn't has extra charges which don't show. They're correct - but why have a tenant portal if it's not accurate?* Maintenance is non existent. The infinity pool hasn't been infitinity-full in more than a year. The outside of the building is constantly covered in trash and dog poo. Landscaping is horrendous - any problems and they tear out the plants. Pool table is busted. Propane in the community grills is hit or miss.Without management changes I'll be moving at the end of this lease.

  Customer Answer

  Date: 09/13/2023

  This has been resolved.  The property reviewed my claim and removed the erroneous charges.  Thank you!

  Business Response

  Date: 09/14/2023

  The smart lock and flooring charges have been removed from the resident's ledger. The only remaining charge is for the damaged blinds. If the resident has any remaining concerns regarding their ledger, we encourage them to contact their business manager. 

  Customer Answer

  Date: 09/14/2023

   
  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.  Thank you for the quick turnaround.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/25/2023

  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 an apartment at Altima Place in *****************, ** *****. $80 application fee $195 hold fee. I was denied according to them for nor rental history(I'm 56 and a week later I got an apt 2 blocks from here as I have good credit). I received an email stating I would receive a refund in 2 to 4 weeks. That was almost 6 weeks ago. No one is responding to my numerous emails and they do not have anyone working in the office at the property. Let me repeat that , they have a leasing office that no one works in unbelievable. Stay away these people are con artist.

  Business Response

  Date: 08/29/2023

  In response to Consumer's complaint, a check was issued July 24, 2023 and sent to ********************************************. If the check has not been received, consumer may notify Billing at ********************************** and request that the check sent on July 24th be stopped and new check re-issued to the noted address or another address if the Beech Avenue address is not correct.

   

• Initial Complaint

  Date:08/09/2023

  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 complained to the ******** about the neighbor below me with a dog on multiple occasions with no resolve. The barks and howls and whines for long periods of the day and during hours when I am trying to sleep. It is becoming excruciatingly unbearable and I am not happy in my apartment. It is not right for me to be paying the amount that I am monthly when I am unable to enjoy my apartment. I should not be disturbed by animal noises when I do not have one. The dog does not sound like it is even the size that should be allowed in an apartment building. Please see below a weeks worth of the time frames and periods: Noise complaint (dog barking/howling): - 08/02: 3:05-3:15pm (barking), 3:32-3:45pm (howling)- 08/03: 5:17-5:45, 6:20- 6:30 (barking), 5:50-6:20, 6:50-7:30(howling/whining)- 08/04: 05:30-7:39 (barking), 7:39-8:15(howling)- 08/05: 06:15-6:35, 10:20-11:00 (barking)- 08/06: 06:01-07:08, 8:00-8:23 (barking)- 08/07: 05:27-06:03, 06:41-08:57(barking)- 08/08: 03:09-03:15 (whining), 04:05-04:35, 4:53-6:01 (barking) 4:43-4:53 (howling)In addition, I sent in a maintenance request regarding discoloration above my shower. I researched what it could be and it could be a potential detriment to my health. However, the maintenance team just painted over it. This is unacceptable. I was not concerned about the discoloration. I am concerned about the problem causing the discoloration and putting paint/a bandaid over the concern will not fix the problem. I am very unhappy with my living arrangements and I would very much like options as to how this can be rectified. Thank you.

  Business Response

  Date: 08/14/2023

  The resident moved into the home on 6/23/23. After business hours on 7/18/23, the resident submitted a case through their ResApp stating, "There is a neighbor of mine with a dog that barks at all hours of the day from early in the morning to late at night. I work and have to wake up very early in the morning. I am unable to sleep as I would because of this disturbance. I need this resolved." On the morning of 7/19/23, our community director texted the resident asking if they knew which unit the noise was coming from. The resident responded stating they did not know but that it sounded like it was coming from down the hall near the stairs. Our team advised the resident to text next time they heard the barking so that our team could investigate further. The resident texted us on 7/20, 7/21, and 7/22 alerting that the barking was occurring again. Since we were unable to discern which unit the barking was coming from, our team sent out courtesy emails to the units on the same floor and the one below. On 8/1, the resident texted us again alerting us that they have located the unit with the barking dog. Our team met with the pet's owner the following week regarding the noise. We have not received any additional complaints from the resident since the conversation with the neighbor. 

  The resident submitted a service request on 7/31 stating, "The ceiling above the shower in my bathroom has brown and yellow spots on it and I am not sure what this indicates. When I use the shower and moisture gets in the air the area is then filled with brown and yellow water droplets. Please assist me on what this matter is because it does not look safe or healthy. Thank you." On 8/1, our maintenance team went out to address the concern. Based on their findings, it was determined that condensation had created calcium deposits which (when mixed with household dust) caused the spots. This is common as we use a semi-gloss paint in bathrooms/kitchens because it does not absorb moisture. Our team wiped and repainted over the area of concern. Preventative action (such as wiping moisture off the surface) can be taken by the resident to stop this issue from occurring in the future. No additional maintenance concerns have been submitted by the resident.

  We are unable to release the resident from their lease contract without penalty due to the circumstances described. Our team has acted with customary due diligence (as required by the lease) to address and resolve the resident's concerns. Should the resident still wish to pursue breaking their lease, they will be subject to the early termination clauses within the lease contact. If the resident is still experiencing issues in their home, we kindly ask that they submit a service request or connect with our team through the ResApp so that we may assist promptly. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20448532
  
  I am rejecting this response because: an email was not sent to the floor until August 09, 2023. Please see attachment. I would like proof that the resident was spoken to personally because the barking is still persisting. Please see below notes: 08/02: 3:05-3:15pm (barking), 3:32-3:45pm (howling)
  08/03: 5:17-5:45, 6:20- 6:30 (barking), 5:50-6:20, 6:50-7:30(howling/whining)
  08/04: 05:30-7:39 (barking), 7:39-8:15(howling)
  08/05: 06:15-6:35, 10:20-11:00 (barking)
  08/06: 06:01-07:08, 8:00-8:23 (barking)
  08/07: 05:27-06:03, 06:41-08:57(barking)
  08/08: 03:09-03:15 (whining), 04:05-04:35, 4:53-6:01 (barking) 4:43-4:53 (howling)
  08/09: 4:53-7:36, 8:30-9:26 (barking/howling) 5:05-5:06 (whining)
  08/10: 4:48-5:15, 07:50-8:42( barking)
  08/11: 5:33-07:47 (barking)
  08/12: Was not home
  08/13: 05:06-06:43, 10:24-10:40 (barking)
  08:14: 03:31-04:15, 6:16-7:43 (barking)
  Please note that these notes are still ongoing because this issue is still persisting. 
  

  I have lived in many apartment complexes in my time and never have mineral deposits been a problem. Nor have I needed to wipe my ceiling to eliminate this issue there is not adequate airflow in the bathroom and there is not a fan to help with steam/moisture. The mineral deposits have returned since maintenance serviced my request and I am not satisfied with this resolve to the issue. 
  

  I am requesting to be let out of my lease without fault due to the above occurrences. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2023

  Type:Product 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.

  Applied for an apartment and was approved at *************, admin fee was taken. Never moved in and cancelled the application on June 13th. Was told that I would receive payment within two to three weeks on June 26th. Today is July 31st, reached out to UDR and was told that a check was being issued today and they have 30 days to approve and issue refunds. It has been more than 30 days. I just want to receive my refund and not get the run around.

  Business Response

  Date: 08/08/2023

  In response to consumer's complaint, a check was issued on July 31, 2023; consumer should receive the check within 15 postal days. Check was sent to the consumer at ***************************************************************************************************

   

  Customer Answer

  Date: 08/08/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:07/26/2023

  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.

  I moved to Signal **** Apartments 10/7/22 and it has been a nightmare for me! I regret moving to this property! I have submitted maybe over 100 complaints regarding the neighbors above me! They cannot control their child(ren). They run, stomp, drop loud objects, scream, and fighting and I have made the rental office aware of this matter since I moved in! I have spoken to the Property Manager *********************** almost every other day regarding this matter and NOTHING has been done to resolve this issue! He continues to contact the residents but that does not seem to help! I contacted the courts and asked what can be done (if anything) and I was informed ******* has 21/30 law and I asked the Clerk to explain it to me. This means the resident has 21 days to resolve the issue and the property manager can issue a 30 day notice to vacate because they are in violation of their lease. I tried call UDR (the owner of the property) and no success! I have not been able to enjoy my partment home because of this continue issue. BBB HELP!

  Business Response

  Date: 07/28/2023

  There are certain procedures we follow when noise complaints are reported to our team. Typically, noise complaints can be resolved once our team reaches out to the resident(s) and alerts them of the disturbance coming from their home. We always exercise discretion so as to not cause friction between neighbors. Due to privacy considerations, we are unable to disclose specific details of resident matters with other residents. The team has been actively communicating with this resident following each noise complaint and is currently working on transferring this resident to another unit. Should the resident have additional questions or concerns the team is available to assist.

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20329967
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/30/2023

  I reviewed the response from the business; however, they stated they are working on transferring the resident, are they referencing transferring me or the residents above me?  If they are speaking about transferring me, this is correct I spoke with the Property Manager (*****) and we discussed the transfer and my thoughts are transferring does not resolve the issue I have complained about since 10/7/22; however, I am will to transfer but I was informed if they approve the transfer I must transfer to an upper floor to avoid this from happening again with new neighbors.  I was informed the Regional Manager was to call me to further discuss and as of today, I have NOT heard from anyone from UDR.  UDR is horrible!  I do not understand why no action has been taken on the residents above me as I have made complaints almost every day or every other day since 2022 and NO action has been taken to resolve the issue.  I do not un derstand why I have to transfer when the residents above me are the issue!  I have NOT enjoyed my apartment home!  My concern is this may escalaterty Manager advised me he thought he put my name on the unit and did not realie between me and the resident if this NOT resolved soonest.  I was able to find another unit on 4th floor in the building I am currently residing; however, the Property Manager informed he thought he put my name on this unit but a new prospect applied for this unit.  I am waiting for another unit to become available; however, what action will be taken on the resident above me as I wait for an available upper fllor unit within reasonable proce range?

  Business Response

  Date: 08/09/2023

  The district manager contacted the resident today (8/9) to provide 4 options regarding next steps. Should the resident have any evidence to support the noise complaints we encourage them to provide this evidence to the onsite team so the appropriate next steps can be taken. The resident has the district managers number along with the number to contact the onsite team.Additionally, the resident is welcome to come by the leasing office, the onsite team is available should they have any additional questions or concerns regarding the noise or the transfer. 

• Initial Complaint

  Date:07/17/2023

  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 took possession on JUNE 26th, 2023 Was never given the option to do a walkthrough prior. I got rh code (no keys) Upon moving in the following have been a nightmare. - Bathtub not clean / no drains - unable to shower due to broken spout part you pull for the shower to turn on - stove top burners two out of four work - microwave light didn't work - someone got wood and paint c*** still in my storage on my balcony - fleas/mosquitoes INSIDE THE **** (I have no pets just moved )- roaches and other small-sized black bugs all over. - half the article blinds pieces are missing - musty / mold smells (heavy to the point my asthma is so bad when I'm in there I have to go stand out on my patio) - light in the bathroom works when it wants to - water pressure is a joke - washer and dryer are stackable old rusted units and I had to clean my dryer vent that's outside which doesn't have any cover so if a critter wants an inside it will get inside - sink drain has a smell of something dead - the fridge was disgusting and not cleaned prior to my move in - cabinets are peeling/warping (indicated by heavy moisture in the unto) - I have so many ants, roaches, and bugs all over my patio it's disgusting Now here we are 7/17/23 and due to the company trying to pull $ 3 x my bank said NO NO and I get a 7-day pay/ or evict I've tried to pay via cash at ******* as their option is given and other places given as an option to pay and was told the company has it as not acceptable. So I go to my bank to obtain a cashier check and attempt to give this to the property (******************** ***********) on Saturday morning July 15th and was told unable to accept they don't allow this method of payment (nothing says in my lease not told anything else) the girl was flipping out like I was handing her something with germs. Claimed unless an area director gave approval can't accept. How do I get this? Does nobody have a # nobody gets back to you. So I find shady and wrong

  Business Response

  Date: 07/18/2023

  The onsite team promptly attended to every service request submitted by the resident regarding maintenance issues in their unit. Our records show one pest related service request to treat roaches, and it was resolved the following day. While the community does accept cashier's checks,they must be mailed in since on-site acceptance is limited to move-in payments.Yesterday the team had a meeting with the resident to address their concerns.If the resident has any unanswered questions or lingering concerns, we urge them to promptly contact the team. For any further maintenance or pest-related issues, we encourage the resident to create a service request, enabling our team to address each concern appropriately.

• Initial Complaint

  Date:07/06/2023

  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.

  UDR reported me to collection agencies erroneously! Columbia Debt Recovery $292 and with ******************* Collection $281 for charges belonging to my son *********** and his roommate. I discussed by telephone with Summit a 1 year joint lease in order to help my estranged son and his roommate in April 2021. However, I never signed a physical lease because their consultant at Summit never sent me the lease. I wasn't even aware if they moved into the apartment or not till months after. I never lived in the apartment or in *******. At expiration of what would have been a 1 yr lease I did not hear from ***********. I learned from a family member that my son did in fact move in and a year later my son remained there on month-to-month arrangement. I was not connected to the original agreement since I never received nor signed a lease. If there was a lease signed then my signature was forged with the rental consultants, ***********************, knowledge. Yes I had a conversation with her about becoming a joint tenant in name only so I could help them. In fact what I was discussing was becoming a guarantor for the rent, but ************** said no that it would be more beneficial to my son if I were to become a joint tenant. ( I now learn that guarantors must be taken to court).I emailed her my ID, and pertinent financial information, but then communication with Summit stopped. I never received the lease, never signed it, never spoke to them again, and never moved to Florida. Summit never contacted me about a bal. due. If I were a tenant as they claim then why did they not contact me "as a tenant" for the unpaid balance? How is UDR able to hold me accountable without a legal document regarding rental on their property. I was not present for a signing nor did I send them anything with my signature on a lease. They did though have my signature from the drivers license emailed to them. Furthermore, *********************** at the rental office is aware that whoever signed that lease it was not me!

  Business Response

  Date: 07/10/2023

  Hello,
  
  We are experiencing issues submitting a response to the above complaint.
  
  Our response is : I have attached a copy of the lease signed by consumer. Pursuant to the lease, consumer is jointly and severally responsible for the balance due in the amount of $281.58.
  
  
  Thank you,
  
  ********************
  
  Customer Relationships Coordinator
  **********************
  ****************************************************************************************************
  ************ | www.udr.com 
   
  

  
  

  Customer Answer

  Date: 07/25/2023

  I was not able to respond within the seven day window and would like to proceed with the complaint process. Your letter is dated 7/10, mailed 7/11, and not received by me until today 7/21/23. Unfortunately, I've been ill at home with sciatica this past week  and have not been able to visit the post office to get my mail till today.
  
  UDR's response is not acceptable to me and this is my response to them. I have reviewed the lease copy provided and it is not my signature!!! I would be most willing to go through a handwriting analysis that should prove this not to be my signature. As previously stated I submitted to *********************** my drivers license front and back which had my signature. Also previously stated someone must have forged my handwriting!! All communication with the rental office during my son's tenancy was with only him or his roommate because I was never a tenant, nor did I agree to become a tenant because I never received a lease to review. 
  
  In addition the lease copy provided to the BBB has initials for three tenants on the last page. Yet a "signature" for me. Why would this be? It makes no sense that three parties would only have initials on this legal document instead of a signature, and a signature for a fourth party, that being me. This is my first time seeing this lease, and I never signed this lease as I stated earlier. It is a good attempt at my signature, but not my handwriting.
  
  I also question why there are no signatures under the section titled "Severability, Signatures, Originals and Attachments". Why are there no signatures or dates here? It is incomprehensible to me why the only section for signatures has none, and the bottom of the document has several initials with my signature being the only one present? None of this makes sense, especially since I've never lived in *******. It seems that the lack of all the proper signatures makes this lease null and void! I believe this was all manipulated when I spoke to *********** and they discovered my high credit score resulting with the focus on this apartment being placed in my name without my knowledge.
  
  I also find it odd that this lease copy shows that there was a security  deposit of $250 yet the rent was $1543. As far as I know security is usually one month's rent. And if there was a deposit of $250 why was the $281 owed not taken out of that security deposit? Security deposits are usually not released until all accounting has been completed. Just a curious side note concerning this lease.
  
  Let's arrange for a handwriting analysis and it should be discovered that the signature with my name is forged.
  
  Sincerely,
  ***********************

  Business Response

  Date: 08/09/2023

  In response to consumer's rebuttal, consumer has been removed from the account and credit bureaus have been notified to delete negative reporting (which can take ***** days for the credit bureaus). Consumer was removed effective July 6, 2023.

• Initial Complaint

  Date:07/05/2023

  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.

  My final statement shows $120 charge for walls/ texture.I left walls in impeccable condition except for some nail holes which were patched and only needed to be painted over. Some of the holes I filled were there upon move in. Nails were sticking from drywall, maintenance came over to remove them, never patched the damage. I have proof for that as well.I included some pictures as well as section from ***** tenants council code. If I don't receive full deposit in the amount of $125.00 by 7/18/2023 (applied to my final statement) , I intent to file a suit in the amount stated above plus court fees. I also believe that security deposit is being withheld due to malicious intent. Final walkthrough that was scheduled for 6/2/2023 never occurred and move out pictures that I provided clearly show the condition which I left the unit on 6/18/2023.I hope we can come to an agreement.Section ****** also states that a landlord may not retain any portion of a security deposit to cover normal wear and tear. Section 92.001(4) defines normal wear and tear:"Normal wear and tear" means deterioration that results from the intended use of a dwelling, including, for the purposes of Subchapters B and D, breakage or malfunction due to age or deteriorated condition, but the term does not include deterioration that results from negligence, carelessness, accident, or abuse of the premises, equipment, or chattels by the tenant, by a member of the tenant's household, or by a guest or invitee of the tenant.The ********************** explains normal wear and tear can refer to deterioration which occurs during regular, daily, intended use of the rental unit, for example nail holes in the walls from pictures or paintings. Damages caused by negligence, carelessness, accidents, or abuse of the premises by the tenant or the tenants guests are not normal wear and tear.

  Business Response

  Date: 07/06/2023

  In response to consumer's complaint, please find attached a copy of the estimate for texture repair and move-out photographs of the walls. The balance due in the amount of $104.39 is valid and due the property. Consumer is welcome to submit payment in full via www.UDRsecurepay.com.

   

   

   

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20278724
  
  I am rejecting this response because:
  

  White substance??!! Its called dry wall spackling. Also there is no 8 feet of texture repair. Areas where the holes were are no bigger than few inches. You need to read ***** CODE Section ****** regarding normal wear and tear. 

  Painting the unit is YOUR responsibility unless its evident that unit was damaged beyond regular wear and tear.

  Im filing suit TODAY in regards to $125.00 deposit that has been used for regular wear and tear of the unit as well as filing suit for malicious intent. Its evident that you dont follow the ***** law and do as you please. 
  

   

   

• Initial Complaint

  Date:06/27/2023

  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 have been homeless for about 7 months now. I had finally gotten to where I could start attemping to fill out applications to apartments in my area after being evicted while sick with monkey pox. Well I filled out an application for ******************** apartments, they not only required an application fee as nearly all companies do, but they also charged me an admin fee which usually isn't until you're approved. Well I didn't get approved, I almost figured I wouldn't but considering circumstances I had no choice but try to find a place to live. June 7th 2023, and recieved a message about being refunded for the admin fee because I was being denied as aresult of rental history, and asked if the address on the application was an address to send a CHECK to after paying with a credit card and I responded and gave them an address thats not ***** miles away from me. Apparently, they changed the address. That was nearly 3 weeks ago. I've called last week asking if the check had been sent out yet and received the response saying that they're not the ones that issue refunds. I called again yesterday to see what was going on and they told me that the check was sent out on the 11th to the address in Indiana. Now they are responding to my email saying that I need to wait till the 11th of July and reach out to them again,,. Im homeless spending nearly **** dollars a week on airbnbs just so I don't sleep on the street, So to add insult to injury they're denying me housing, AND keeping my money tied up and bouncing around. This is ridiculous.

  Business Response

  Date: 06/29/2023

  In response to consumer's complaint, a check was issued on June 23, 2023 and sent to *******************************************************************************************. The check should arrive within 15 postal days from June 23, 2023.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20243216
  
  I am rejecting this response because: it is still being sent to *******, I am homeless in *******. It doesn't do me any good if it's sent to the wrong address and I was told it was sent on the 21st of June and I needed to wait til the 11th. I shouldn't have to wait this long for MY money considering my money wasn't good enough to pay for a monthly unit. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/11/2023

  I paid 410 dollars on 3 application fees, and an admin fee for an apartment well I was refused housing, and supposed to be receiving a refund. It's been almost a month. I paid with a credit card, they insisted on sending it in a check. Before they sent it they asked if I had an alternate address to mail the check to I said yes and gave it to them. They still mailed it to the wrong place, made me wait 2 weeks to "ensure I didn't receive the check" I've given them the correct address 3 times and asked if it can be express mailed because of the inconvenience. Didn't receive a response. Seens to be an issue 

  Complete lack of communication disregard for financial health causing a hiccup in my finances and they didn't even really need the admin fee unless I would have been approved. 

• Initial Complaint

  Date:05/04/2023

  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.

  We (my roommates and I) leased a 3 bedroom (3 people) apartment at UDRs ********************** location. This lease was concluded on the 3rd of April, 2023. We were vacated well beforehand. The 3 of ** opted ** to their cleaning service provided through Amenify cleaners. We received confirmation that Amenify would be there April 3rd. This confirmation occurred on 3/28/23. On 4/24/23 We received a notice that we were liable for the replacement of a rug, which costs $1416. This confused **, as the pictures provided show no reasonable signs of wear in tear on the carpet. We contacted ******* and they note that they were not scheduled to clean, had not been on the property (let alone my unit) on 4/3, nor 4/2; additionally, had it been completed, it would have occurred after 9am, when Amenify opens. However the pictures provided are time stamped for 8:30AM. We sent this information over, and they refunded ** our service charge, applying it to the rug replacement. They refunded it due to not following through with their job. Had they followed through, and booked the cleaning service (as they had confirmed they did), the rug may have been cleanable (the former tenants believe it would've been no issue according to the images UDR provided to **). Since this cleaning service did not occur, we believe we are not liable for the charges. Something we've made clear to UDR. UDR has now taken to ignoring **, and threatening ** with Perjury. We do not expect BBB to solve this issue, as it is a financial matter, we aim to expose UDR's malpractice, in hopes that other renters do not fall victim to their predatory practices. All of these behaviors APPEAR to be consistent throughout UDR's history, as if you ****** "UDR Class Action" you will see the ******************* sued them for these very similar (if not identical) issues UDR has now ceased communications, despite numerous requests of information. A legal right to information that the tenants strongly possess.

  Business Response

  Date: 05/04/2023

  In response to consumer's complaint, please find attached a copy of the Final Account Statement, a copy of the invoices for carpet replacement (1 invoice dated 3/30/2022; carpet was new at consumer's move-in), and a copy of the move-out photographs. The carpet was replaced due to damage beyond normal wear and tear; and the balance in the amount of $1,046.40 is valid and due the property. Consumer is welcome to submit payment for the balance due via www.UDRsecurepay.com.

   

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20017825
  
  I am rejecting this response because:
  
  Please note we have requested for a definition of beyond *********** and tear and have yet to receive one. However we are intrigued as to how youve determined it couldnt be cleaned, based on the fact that the cleaner was not contacted, and did not perform the service you promised would be performed. We know you did not contact them because we asked. Your pictures show no damage whatsoever, please find a way to answer our questions, weve emailed and called you with the same 3 questions all going unanswered. We will not pay until you answer our questions to our satisfaction; as per your legal duty.

  if you can reply here, you can reply to our email. Answer our questions

  1.) why did you tell ** the cleaners were scheduled, when they were not? Why were they not contacted?

  2.) Explain the discrepancy between the cleaners stating they do not perform services prior to 9am, but the pictures are time stamped 8:30AM

  3.) How can you determine professional cleaners would not have cleaned this, given the fact you never booked the service?
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2023

  In response to the rebuttal, each resident fills out Express clean request form as part of the move out paperwork. As instructed in the form, the resident is obligated to fill and deliver the completed form to the office at least 10 days before moving out. In addition, the resident is obligated to make a 1 time payment in the amount of $149. As the consumer did not do so, cleaning was never scheduled. The documentation (the **** invoices for carpet replacement and move-out photographs) provided in the previous response stands; the carpet was replaced due to damage beyond normal wear and tear (as evidenced by the move-out photographs); and the balance in the amount of $1,046.40 is valid and due the property. Consumer is welcome to submit payment for the balance due via www.UDRsecurepay.com.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20017825
  
  I am rejecting this response because:

  we did make the payment

  we have copies of you not only stating that youve seen the payment, but decided to apply it to other charges, we also have already supplied documentation that a ********************** representative stated the cleaning service was scheduled for the Monday after move out.

  Since the last reply we have decided to pay these fraudulent, unfair, and deceptive payments. it is in the mail as a cashiers check stated as a contested rag replacement due to the teller not understanding me saying contested RUG replacement

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

  Business Response

  Date: 05/17/2023

  In response to the rebuttal, as noted previously, the carpet required replacement due to damage beyond normal wear and tear (cleaning would not have addressed the damaged carpet). The documentation (the **** invoices for carpet replacement and move-out photographs) provided in the previous response stands; the carpet was replaced due to damage beyond normal wear and tear (as evidenced by the move-out photographs); and the balance in the amount of $1,046.40 is valid and due the property. Consumer is welcome to submit payment for the balance due via www.UDRsecurepay.com.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20017825
  
  I am rejecting this response because:
  The company is unable to define or meet a standard definition of normal wear and tear. They engage in deceptive and misleading practices in our experience. These statements are not made in a slanderous form, and only reflect the experience we received. We reject the carpet replacement, and only have paid to avoid collections. It is absurd, and abhorred that a corporation of this size has ridiculed, and potentially stolen, from a group of 3 under 30 year olds.

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