Complaints

This profile includes complaints for Concord Rents's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Concord Rents

  2605 Maitland Center Pkwy Ste A Maitland, FL 32751-4135

  
• 

  Central Landings At Town Center

  1465 Central Ave Palm Coast, FL 32164

  
• 

  Concord Management Limited

  1465 Central Ave. Palm Coast, FL 32164

  
• 

  Central Landings At Town Center

  1465 Central Ave. Palm Coast, FL 32164

  
• 

  Concord Rents

  90 Somerset Club Cir SE Cartersville, GA 30120-0000

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:06/27/2025

  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.

  I Have been residing here at ************************* for Eight years. I made this my home for me and my family. I ****** ***** reported to the office that my Special Needs son ****** A ***** III lost his balance in his room and tripped and landed on the window which he broke on accident. I received a call from ****** around 06/11/25 in the Morning and was told that a company was coming out to fix the window, that is all she mentioned, she did not mention anything about a charge to me in the conversation when I got called. On Thursday 06/12/25 I received a letter at my door from ******** ********* from the office stating there was a $300 charge for the Window Repair. So, I went to the office to discuss the charge as I was not told prior and did not agree all together with the charges but the doors were closed, I knocked but no one answered, I called and no one answered,. I sent an email the same day to Management staff for a callback and I received no callback to discuss. I feel that I have not been considered for my eight years here as a resident or communicated upon properly here at *************************. I have never had this incident occurred here while residing at ************** and I feel that I have been not cared upon for me or my family, especially with my Son's situation with his disability. I have asked for a re-consideration to this unfortunate accident to escalate my Situation to a Regional Manager to explain my situation as it wasn't intentional or it has not been Habitual but I keep getting the same answer back on the charges from the ******** from the ************** and is not escalating as per my request to Regional Manager for an alternative resolution to the matter.

  Business Response

  Date: 06/30/2025

  Dear BBB,
  This letter is in response to the complaint regarding the charge for window damage associated with resident Miguel Lopez. Mr. Lopez was contacted via email on June 16th regarding this matter.
  Mr. Lopez has been a resident of our property for over eight years and is well-acquainted with the property's rules and regulations, including our policies related to fair housing and the responsibility for damages beyond normal wear and tear. These policies are enforced equally and consistently for all residents, without exception.
  While we understand that the damage may have been accidental, the responsibility for repair remains with the resident. In an effort to work with Mr. Lopez, we offered a payment plan to help ease the financial burden; however, he has declined to cooperate with that arrangement.
  We remain open to resolving this matter amicably and are still willing to work out a fair payment plan should Mr. Lopez choose to engage with us.
  Sincerely,

  Marjorie Rodriguez 

  Heritage Pines 

   

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23484852
  
  
  
  I am rejecting this response because: 

  Majorie at Heritage Pines appts is now making me responsible for the window repair after the fact I was not told of a charge coming to me for the repair. I find it unfair to me as a resident at Heritage Pines they've should at least communicated that to me from Jackie that a repair charge was going to be assessed before the repair was first initiated.  Now Majorie from Heritage Pines wants to charge me $300.00 without me seeing an invoice to the window repair. So, to be Honest I am not refusing for a payment arrangement now that I am being penalized for the repair and non-communication on their part.  The Payment arrangement that Majorie at Heritage Pines Apartments is offering me exceeds my budget as a Loyal Tennant I pay every month including other bills that I have to pay. I had offered Majorie at Heritage Pines to pay $10.00 dollars a month until paid and whenever possible I can enlarge the payment amount as my budget regulates. I have not heard from Majorie or Regional Operations Manager at Heritage Pines Apartments as per my request under this Payment arrangement within my budget ever since I received the letter from Majorie from Heritage Pines in mid-June,2025
  
  
  
  Sincerely,
  
  
  
  Miguel Lopez

  Business Response

  Date: 07/01/2025

  Attached is the invoice directly from vendor and the option for a payment agreement. 

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23484852
  
  
  
  I am rejecting this response because: Majorie at Heritage Pines Apartment Homes as per emails sent to Mrs. Lucia Torres from BBB. I was offered a lower Payment plan option from Majorie at Heritage Pines Apartment Homes of 60 Dollars a month for five months and I want to take that payment arrangement plan even tough is not within my budget to start on 08/01/25.
  
  
  
  Sincerely,
  
  
  
  Miguel Lopez

  Customer Answer

  Date: 07/02/2025

  Due to no other options, I will be obligated to and would have to accept, even tough is not within my budget, the second Payment arrangement option given by Majorie of Heritage pines apartments based on the emails sent to me of 60 Dollars a month for the period of five months starting 08/01/25. 

  Business Response

  Date: 07/09/2025

  Attached is the invoice and the payment agreement offered. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23484852
  
  I am rejecting this response because: ******* at ************************ Homes as per emails sent to Mrs. ***** ****** from BBB. I was offered a lower Payment plan option from ******* at ************** Apartment Homes of 60 Dollars a month for five months and I want to take that payment arrangement plan even tough is not within my budget to start on 08/01/25
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/09/2025

  I have asked the property to contact Mr. ***** to resolve.

  Business Response

  Date: 07/09/2025

  The broken window happened 06/6/2025 the offer for $60 per month was denied by resident on 6/24/2025. If they would like to agree to the $60 per month payment for 5 months the first payment of $60 was due 7/1/2025. Attached is the offer sent if he agrees he owes the $60 immediately. The invoice due date is dated for 7/11/2025. 

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  

  " As per Clause of Community Director ******* of Heritage Pines Apartments "Resident denied $60 dollar payment option" is not true because I was imploring ******* the Community Director of my rent obligations and other Bills/Utilities/Food obligations which was looking for a lower Payment option but was denied by Community Director the lower Payment option of less than 60 dollars a month, instead I was forcefully given a notice at my door on 07/07/25 on the Highest Payment arrangement option for $100 dollars a month to commence on 08/01/25, knowing as per emails sent to Mrs. ***** ****** of BBB and *******, the Community Director of Heritage Pines, my obligations and financial status and the nature of my Special needs son unfortunate accident into breaking the window in his room. 

  I am asking *******, the Community Director, to erase the $100 dollars due no later than August 1, 2025, on the attached response document at the bottom of the page presented from ******* to BBB on the document presented to BBB dated 07/09/25 on the new Payment arrangement option of the $60 dollars a month for 5 months. 

   

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me to commence payment arrangement of $60 a month, even though knowing is not within my budget, effective immediately. 

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

• Initial Complaint

  Date:06/12/2025

  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.

  Applied for an apartment 4/21/2025 - paid a hold fee of $350 04/29/2025 and informed them of issues with their application system. Received no help so on 05/18/2025 I cancelled my application and requested a refund of the hold fee via call and email. Have yet to receive anything.

  Business Response

  Date: 06/13/2025

  SHOULD THIS APPLICATION BE CANCELLED BY APPLICANT (BY NOTIFICATION OF THE DESIRE TO CANCEL, BY ABANDONMENT OF THE APPLICATION PROCESS OR BY PROVIDING FALSE, INCOMPLETE OR MISLEADING INFORMATION) ALL MONIES, INCLUDING ALL HOLDING FEES AND/OR DEPOSITS PAID UP TO $350.00 CAN BE RETAINED AS LIQUIDATED DAMAGES BY MANAGEMENT. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23461495
  
  I am rejecting this response because: I was not able to complete the application due to the website. I **************************************************** corporate by phone and email for assistance and never received a response. I finally spoke to ****** on 05/18/2025 and he said I would be refunded the $350. If you guys are taking funds and not assisting or processing applications, then you have not completed your end of the agreement. Youre just taking funds and not actually doing anything. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/18/2025

  Upon further review and investigation, we will agree that a refund is warranted due to the technical issues with the application process.  We will begin the refund process, please be advised it could take up to 30 days to receive the refund.  We apologize for any inconvenience.

  Customer Answer

  Date: 06/18/2025

   
  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, as long as proof of refund is provided. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/11/2025

  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 renting here for the last 4-6 years & have been told misleading ****************** do not know what they are doing in the front office. Last year , I was suppose to renew my lease & told ***** ****** 3 times that I never received my new ************ went MONTHS without having me sign a new lease up until January when they put a letter on my door basically saying I had to vacate because I didnt sign a new lease . I called the front office & explained to *********** put me on a month to month leasing **************** told me that I could extend my move out date at anytime , just call at let them know . I put on the notice to vacate that I was moving 6/8 & recently on 6/3 , I called the front office & told them that I needed to extend my lease move out date & they advise to come down & sign the paper after she print ******** would call me back once its printed . But instead I receive charges on my account for 6/9 for my move out for utilities after just paying a full months rent on 6/3 for June plus ********************** I told ************ about this in the front office & the only thing the did was shrug their shoulders & advise there is nothing they can do & advise that corporate said I had to vacate or face eviction . I have a 2 year old & no one cares about that & NEVER have had a eviction on my record . These people do not care about anything , they are inhumane & tell you the wrong information & dont try to make it right . I also asked for a call to speak to corporate about this matter & no one has called yet .

  Business Response

  Date: 06/12/2025

  Good afternoon our lease renewals are auto generated via Bluemoon lease once everything has been verified by the onsite team and our centralized department.  The resident receives the lease renewal via the registered email provided to the leasing office from Bluemoon directly.  If the resident does not sign the renewal timely, that lease will expire.  The period is 30 days after the initial date the lease was generated.  The lease was generated on 3 different occasions and the onsite team resent the lease renewal on several dates and the resident allowed the renewal to expire.  
  
  5/8/2024 resident emailed the site team to provide a form as she wished not to renew her lease (email attached). ** emailed a response inquiring why residents did not want to renew,the response given was due to rental amount. ** provided a 50% rent increase to entice resident to renew their lease for another lease term, in which they stated they were not interested as they wanted no rent increase.
  5/14/2024 resident came into the office and signed a notice to vacate
  6/4/2024 resident came into the office to retract her notice to vacate
  6/12/2024 lease renewal was sent to resident via Bluemoon lease for signatures
  6/13/2024 on site team called the resident and left a voicemail to sign the 6/12/2024 lease renewal.
  6/18/2024 resident emailed inquiring about their lease renewal.  In her email she stated that she wanted to confirm is was a 7-month lease and a $30 rental increase.  The ** responded to her email stating that the increase was $37 vs. $30 and a7-monthh term and resent the Bluemoon lease.
  7/8/2024 resident emailed stating she had not received her lease and ** resent the lease that was dated for 6/12/2024.
  7/22/2024 resident emailed stating she had not received her lease, and ** had to generate another lease renewal request since the 6/12/2024 lease had lapsed for over 30 days.
  7/30/2024 renewal was processed and Bluemoon sent out a second lease renewal for resident to sign.
  8/30/2024 resident was sent a current renewal lease and was not signed and has since lapsed in Bluemoon and resident needs to contact the leasing office to confirm details for a new lease renewal.
  9/6/2024 - renewal was processed and Bluemoon sent out a third lease renewal for resident to sign.
  10/25/2024 resident was sent a current renewal lease and was not signed and has since lapsed in Bluemoon and resident needs to contact the leasing office to confirm details for a new lease renewal.
  
  As of 9/6/2024, 3 leases had lapsed due to the residents failure to sign the renewal, and they were placed month to month.  Termination of month to month was issued on 1/28/2025 with a move date of 2/28/2025 or management will file eviction proceedings.
  1/29/2025 resident called the leasing office around 11am to discuss the month-to-month termination. The resident stated that she will be relocating in April 2025 and in unable to come in person to sign a notice to vacate. Resident will come to the leasing office on 2/26/2025 to provide 60 days notice to vacate.
  3/20/2025 CD called resident to inquire about her balance owed, and resident stated she was still planning on moving out.  CD printed out a notice to vacate and requested resident to come to the leasing office to sign notice.  Resident signed the notice to vacate moving out on 6/8/2025.
  6/9/2025- resident did not drop off keys to her unit.  CD called the resident inquiring about the apartment keys as her move date was 6/8/2025.  Resident requested and extension, which was denied due to non-compliance and month to month is a max of 3 months, which was already exhausted. CD informed the resident that we will be filing eviction due to holder over. 
  
  The lease stipulates that any month to month is a maximum of 3 months per lease term.

• Initial Complaint

  Date:06/07/2025

  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 *************** Apartments since 2022 and have been emailing my concerns regarding several leaks to management that has failed to adequately address any of my concerns and this is my final attempt to resolve this with the company itself before I call report this to HUD due to extremely unsafe living conditions. I am attaching pictures and videos (it wont let me upload video) of leaks that we have had since 2023 which has now resulted in mold growing and water damage. My kitchen LIGHT LEAKS WATER. I am uploading a video where I have water POURING out of my light in the kitchen. Do you know the fix for this? They came and replaced the light fixture and painted over the water damage. This leak thats coming out of the electrical light in the kitchen is still happening. I have pictures and videos of MOLD thats been growing underneath my kitchen sink and behind my dishwasher that they have came sprayed bleach on and then wanted to cover up with tiles. My house REAKS of mold/mildew smell. My family and I have DOCUMENTED PROOF OF BREATHING ISSUES THAT DID NOT BEGIN UNTIL THE MOLD ISSUE BEGAN. ONE OF US ENDED UP IN THE *** WITH BREATHING DIFFICULTY. My water has brown from months close to a year and Im told to call the city and they have came out multiple times and found no issue until a city worker that came to find a gas leak showed me the hot water heater is completely rusted out in the bottom. I was promised by maintenance they would replace it like I was also promised they were bringing in professionals to find the source of the leak that is putting our entire building at risk for a house fire. I will call and report this to any and every agency I can if I cannot get this resolved. I am requesting to be contacted by someone at corporate, I am not interested in talking with the property manager any longer. I am not interested in landlord specials anymore, I want the mold REMOVED and my lights to stop leaking. I want to feel safe in my home again.

  Business Response

  Date: 06/20/2025

  Response to BBB Complaint ID 23438640
  Thank you for the
  opportunity to respond to this complaint. We take all resident concerns
  seriously and are committed to providing a safe and comfortable living
  environment. We sincerely regret the frustration and distress this resident has
  experienced and appreciate the chance to clarify the actions we’ve taken and
  our continued efforts to resolve the issues.
  
  Most Recent
  Leak (June 2025):
  On June 1,
  2025, a leak was reported in the kitchen, which also affected the carpet.
  Our maintenance team responded the same day and identified the source as a
  faulty supply line to the dishwasher. The water was shut off, and our
  vendor was contacted to perform an extraction with germicidal application
  and blowers were installed as a standard practice to initiate the drying
  out process. The dishwasher was repaired by June 3.
  
  2. Historical Ceiling Leaks (2023–2025):
  May 2023: A leak was reported and
  traced to the upstairs bathtub drain. The drain was replaced and the tub
  re-caulked.
  August 2023: A loose showerhead was
  allowing water to leak into the wall and down to the kitchen. This was
  repaired the same day.
  January 2025: A leak from a bathtub
  overflow caused water damage to the kitchen light fixture. The fixture was
  replaced, and a blower/dehumidifier was used, the area was painted and
  repaired.
  
  3. Water Heater, Gas Leak, and Water Quality Concerns:
  Water Heater: In February 2025, a leak
  from the pressure valve was repaired. While there is visible rust on the
  exterior base, the unit is functioning properly and does not currently
  require replacement. We apologize for any miscommunication regarding this.
  Gas Leak: On February 22, 2025, the
  City of Leesburg shut off the gas due to a leak at the dryer line. A
  licensed vendor completed the repair, and drywall restoration was finished
  by March 12.
  Brown Water: This issue was addressed
  by the City of Leesburg Utilities, who flushed the hydrant lines to
  resolve the discoloration.
  
  
  On June 16, 2025, our
  Regional Maintenance Director conducted a follow-up inspection. He verified
  that the ceiling above the kitchen light was dry and free of any organic
  growth, this was confirmed by visual inspection, and small holes were placed in
  the drywall to ensure there was no water intrusion in combination with moisture
  readings, and all were within normal limits. The ceiling had been properly
  treated and painted back in January; however, a small area was missed showing
  an old water spot, but this was confirmed dry and just cosmetic. He also
  removed the base boards that may have been affected during the dishwasher leak
  as a precaution to ensure adequate drying, no organic growth was noted in this
  area at time of inspection.
  
  On June 18, 2025, our
  Maintenance Team and Community Director did a follow up inspection and
  confirmed all areas were dry. Remaining work is cosmetic only, drywall repairs
  to ceiling and installation of base boards are scheduled for week of June 23,
  2025.
  
  Next Steps:
  We are committed to
  completing the remaining drywall and ceiling touch-ups and will continue to
  monitor the unit for any further concerns. We have attempted to reach out to
  the resident and left voicemails to discuss concerns and advise of scheduled
  repairs for week of 6/23 with no response back. Our team is committed to ensure
  a resolution and will continue efforts to contact the resident. 
  

• Initial Complaint

  Date:06/05/2025

  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 company will bleed you for whatever they can. You can't even back into your own parking spot, which you paid for, without being towed. I was towed a few months back for my registration sticker not being up to date, which doesn't negatively impact the community or company. I had already paid for the registration, but the sticker hadn't arrived yet in the mail. No warning, which would have given me the time to explain and provide proof that I had paid. Getting a car out of the impound costs at least $175. Honestly, these rules are absurd, especially for ********** housing. The company knows we are all poor. Yet they find ways to tack on fees and fines to everything. And there are no security cameras in the residential part, only in the office. So several residents have had their windows smashed and items stolen. Any packages you get are gone within a few hours. So we get fines and no security, great. One of my neighbors got a $200 fine out of nowhere because she left a bag of trash on her doormat for an hour while she waited for the rain to stop. $200 for one bag out for an hour! Another resident left a bag of trash next to the compactor because it was full and had not been emptied frequently enough. A staff member looked at the trash and saw their name and address on a discarded envelope. The next day, they were charged $60. They don't care about their residents, just the money they can get from them.

  Business Response

  Date: 06/13/2025

  We are unable to locate a resident with this name. We tried to contact them however, the email address is a no reply email, and we were not able to reach anyone via the phone number provided. Thank you!

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This apartment complex raised the price and prorated all its residents an extra 100$ to rent then charged a late fee because people paid the original balance not knowing they had raised the rent they also closed the pay portal so the late fee was added on to the next months payment so they illegally raised the rent and illegally closed off any way for people to pay

  Business Response

  Date: 06/16/2025

  The resident was
  promptly contacted, and all concerns were thoroughly addressed. According to
  the lease agreement, the monthly rent is based on the income limits published
  by the Department of Housing and Urban Development (HUD), and a utility
  allowance is based on the utilities the residents pay. Residents of Newport
  Sound will receive timely notifications regarding any changes to rental rates.
  The Resident Portal is open for access from the 26th of each month until the
  3rd of the following month, assuming full payment has been made. Rent is due on
  the 1st of each month, and ConcordRENTS offers a grace period until the 3rd.
  Payments made after the 3rd will be considered late starting from the 4th. All
  policies and procedures adhere to legal regulations

• Initial Complaint

  Date:05/24/2025

  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 had a black mold problem for 4 months in my apartment. I have reported it many times to the office staff. I have written to everyone by email and they come to see the problem and say that the water leak upstairs needs to be fixed first, but they do nothing. They complete the work order as if they had repaired it and they have done nothing. The black mold is in the air duct and that is dangerous for health.

  Business Response

  Date: 05/28/2025

  Dear BBB- Serving ***************,

   

  T6his email in to provide you with an update on this complain. We are active working on completed all these requests, a vendor from outside was schedule to completed and repair the damages in the following walls area.

  Kitchen cabinet top wall.

  Entrance wall and light outlet.

  In addition, we are replacing her dishwasher, light bulbs and a full carpet cleaning to completion of walls repairs.

  Please, feel free to contact me directly to the following email address:

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

  
  
  Best regards,
  
  
  ********* ******
  
  
  Senior Community Director 
  Fountains At Millenia
  5316 Millenia Blvd
  *******, Fl 32839
  Phone: ************
  
  

   

   

• Initial Complaint

  Date:05/19/2025

  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.

  May 9th is the date of the transaction Transaction amount: $1761 RESPONSIBILITIES OF OWNER. We'll act with customary diligence to:(1) keep common areas reasonably clean, subject to paragraph 26 (Condition of the Premises and Alterations);(2) maintain fixtures, furniture, hot water, heating and A/C equipment;(3) comply with applicable federal, state, and local laws regarding safety, sanitation, and fair housing; and (4) make all reasonable repairs, subject to your obligation to pay for damages for which you are liable.If we violate any of the above or other material provisions of the lease, you may terminate this Lease Contract and exercise other remedies under state statute only as follows:(a) you must make a written request for repair, maintenance, or remedy of the condition to us, specifying how we have failed to comply with Florida law or with the material provisions of this lease and indicating your intention to terminate the lease if the violation is not corrected within seven (7) days after delivery of the notice;(b) after receiving the request, we have a reasonable time to repair or remedy the condition, considering the nature of the problem and the reasonable availability of materials, labor, and utilities;(c) if our failure to comply with Florida law or material provisions of the rental agreement is due to causes beyond our control and we have made and continue to make every reasonable effort to correct the failure to comply, you may also exercise other statutory remedies.The Dispute: The owner of the resident did NOT FULFILL the above expectations and responsibilities.Have they tried to solve the problem: Claimed attempts were made to clean the residence and make it "pest free", nothing was actually done to remedy the issue. As such, move in was delayed but owner did not honor the conditions of delay.

  Business Response

  Date: 06/03/2025

  Tristan Ryan and Crystal Miceli signed a lease contract and took possession of a unit at Eudora Reserve on 5/9/25. They completed a Move In Inspection that same day. On the inspection they did not notate any issues with the unit regarding the condition. The residents were originally going to move in on a Section 8 voucher. Due to this, the unit was also inspected by Lake County Housing. They found no issues with the condition of the unit. The unit also received a pest free certification form an outside pest control vendor prior to the move in. After their initial weekend in the unit, they made a claim management that the unit was still dirty and that supposedly their guests were being bitten. Management went ahead and performed additional cleaning along with bringing back the pest control vendor. On 5/15/25 the residents came back in and said the unit was still "filthy" after Maintenance, Assistant Community Director and Senior Community Director Dianna Hunt verified that touch ups were complete and the unit was spotless. They claimed their neighbor across the hall, told them that people smoke weed in the breezeway and that it gets in the apartments. The ACD asked if they had experienced it themselves, and they said no. They also said they understood that they signed a lease at a property that is not smoke free and that it was their mistake. To remedy the situation, the ACD offered to go up with them and maintenance to make a punch list and have their concerns addressed by tomorrow. The ACD also offered to possibly transfer them to a 2/2 villa where they wouldn't have a breezeway to be concerned about smoke. And finally, the ACD offered to have their Mount Dora CO (Courtesy Officer) make frequent visits to their breezeway to ensure no weed smoking is taking place illegally in the breezeway. All options were denied by the residents and they wanted to break their lease. Upon filling out and signing their Notice To Vacate they received move out instructions. On those instructions, it states that they were breaking their lease contract and informed them of the penalty. They initialed on their notice that they received said instructions. All move out charges are valid. 

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23352329
  
  
  
  I am rejecting this response because:

  Dear Ms. Diana Hunt and ConcordRents Management Group,
  

  This letter serves as a formal rebuttal to the summary you provided regarding the tenancy of myself, Tristan Ryan, and my wife, Crystal Miceli, at Eudora Reserve, Unit 04-305, beginning May 9, 2025. We maintain our dispute of the $3,866.97 in charges (including $2,936 in liquidated damages and $930.97 in prorated rent) on the basis that the unit was not habitable upon move-in and thus not legally possessed, per lease terms and Florida law.
  

  Inaccuracies and Rebuttal to Provided Statement
  

  - Move-In Inspection & Possession Mischaracterized
  While we did sign a Move-In Inspection on May 9, 2025, this was not an acknowledgment that the unit was free of defects. We raised verbal concerns shortly after, on May 12th, after discovering multiple habitability issues, including cleanliness, potential pest presence, and the smell of smoke. Signing an inspection form under time constraints and pressure on move-in day should not be construed as waiving our right to a habitable residence.
  
  
  - Lake County Housing Inspection Irrelevant to Post-Move-In Conditions
  The referenced Section 8 inspection and pest control certification do not override our lived experience after move-in. The pest-free certification was proven unreliable by our guests being bitten, and the apartment's cleanliness was objectively below standard. The inspection does not account for post-certification conditions or misrepresentation by the leasing office.
  
  
  - Management’s Response Was Inadequate and Untimely
  After reporting the issues on May 12th, we were told remediation would occur on May 13–14. When we returned on May 15th, there was no noticeable improvement. Despite claims that the unit was “spotless,” our firsthand experience proved otherwise. The offer to do a walkthrough and punch list on May 15th was insufficient, as it came after multiple opportunities to resolve the issue had already passed.
  
  
  - Uninhabitable Conditions Justify Lease Termination
  Under Section 16 of the lease (Delay of Occupancy) and Section 32 (Responsibilities of Owner), we had the right to terminate the lease or expect rent abatement. The apartment was never habitable by a reasonable standard, and we never took full residence in the unit. We remained in Orange City, FL, due to our inability to live in the unit safely or comfortably.
  
  
  - Offers to Transfer or Add Security Measures Were Not Viable
  The suggestion to transfer to another unit, enhance security, or wait for a punch list repair were not adequate remedies. They did not address the initial breach of lease: failure to provide a clean, pest-free, and habitable unit at move-in. Any relocation would have incurred further burden and cost to us, which we had no obligation to bear.
  
  
  - Withholding of Documents and Lack of Transparency
  We were not provided with documentation outlining all charges or options at the time we submitted the Notice to Vacate. The claim that we “initialed and accepted” the penalty is misleading—our initials only confirm receipt of move-out instructions, not agreement with charges or waiver of rights.
  
  
  
  - Formal Request
  Given the above, we respectfully renew our request for:
  

  1) Waiver of all liquidated damages and prorated rent charges
  
  
  2) A full refund of our security deposit and any rent paid
  
  
  3) Written confirmation of zero balance on our account
  
  
  We continue to view the charges as predatory, misaligned with Florida’s landlord/tenant laws, and based on mischaracterizations of our interactions and experience. We remain open to resolving this amicably. We have photos and videos to share regarding the condition of the apartment that can support our claims regarding the sub-par efforts to address the issue which can be viewed in the link provided: https://drive.google.com/drive/folders/1Yu69wJR0l5h_RAjCNUu-rkxC71tTx92I?usp=drive_link
  

  Sincerely,
  Tristan Ryan
  (On behalf of myself and Crystal Miceli)
  
  

  Customer Answer

  Date: 06/15/2025

  As a follow up, I would like to make it clear that we did NOT RESIDE IN THE APARTMENT. In the Google drive folder provided in the previous response, pictures will be available in support of this. As WE DID NOT LIVE IN THE APARTMENT NOR WAS FURNITURE PLACED IN SAID APARTMENT, THESE CHARGES ARE ILLOGICAL.

  Business Response

  Date: 06/18/2025

  We respectfully disagree with the claim that “nothing was actually done.” Upon receiving the resident’s concerns, we took the following actions:
  
  Lake County Inspection:  Prior to the move in date the apartment home was inspected by the Lake County Housing Authority and passed inspection.

  Signed Lease Agreement and Move-In Inspection: Both lease holders signed the move-in inspection, accepting the unit at 2772 Spring Orchard Ave. #305, Mount Dora, FL 32757.

  Cleaners: A professional cleaning service was hired prior to move-in. Additionally, our maintenance team was assigned to address any reported issues in a timely manner.

  Pest Control: Licensed pest control services were contracted prior to move-in, and the unit was certified pest-free. A follow-up inspection was also completed after move-in.

  Follow-Up: Our staff made multiple follow-up attempts and offered further services to ensure the unit met expectations.

  Despite these efforts, the residents still chose to vacate the home. We did not receive the required written notice to terminate the lease under Florida Statute § 83.56. We acted diligently and in accordance with both the lease agreement and Florida law. We remain open to a fair resolution but believe a full refund is not warranted based on the actions taken and the terms of the lease. Mr. Ryan may reach out to our collections department at 1-866-659-0115 to work out a mutually beneficial resolution.

• Initial Complaint

  Date:05/16/2025

  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 applied for the **********************. Was approved and paid 270 in application fees ( non refundable) and a 350 dollar holding fee which secures the unit. I was clear with Concord Rents from the beginning that because of Work and School schedules I would not be able to move in till May 30th. The date of move in of May 30th was not an option on the application and ********* said that they could change that at a later time. The holding fee is supposed to secure your unit upon approval. So I get approved and now they are trying to force me to move in two weeks early because according to them they cannot have a unit sitting vacant. I asked ****** if I should pay the balance of my security deposit today and her answer was " its up to you". I asked her to put this in writing she refused. Then I get a phone call from ******* in Corporate who is also pushing for me to move in early or risk losing my held apartment. Yes she offered to refund my 350 dollars if I cancel my application which at this point I don't believe anything they say. And from what I read this is common practice for Concord Rents. I have given notice where i currently reside. My job transfer is complete and right now I am being pressured into an extra expense. I also asked ******* where does it state that I have to move in at a certain time, I was placed on hold for at least 10 minutes and she returns to the call stating that her computer was freezing and she couldn't find it at the moment. This is so unprofessional and unethical. And causing my 2 adult children on the spectrum undue stress.

  Business Response

  Date: 05/20/2025

  We are in receipt of your concern and apologize for the inconvenience.   As stated on our website, our application process has two phases. The first phase is to provide basic information so we may perform background screening upon payment of your application fee(s). Upon successful background screening, you will be prompted to pay a holding fee,which will secure your reservation for future occupancy and enable you to complete phase two of the application process to verify you meet the eligibility requirements. If your application is ineligible, your holding fee will be refunded.  Additionally, Pricing,terms, fees, conditions and availability are subject to change daily without notice and subject to application approval.  As discussed with you, availability and pricing are subject to change and while your desired move in date is later in the month, we could not guarantee availability for that specific timeframe.   As a courtesy, an option to cancel the application with refund of the $350 holding fee was offered as well as an incentive of $200 off the first months rent to assist with move in costs should you choose to move in on the date provided to you.  

• Initial Complaint

  Date:04/21/2025

  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 ****** ******* US citizen senior applied for an apartment at ************** online and the system was obligating me to pay 2 administrative fees so I can apply. They made me pay part of the deposit before I even got accepted. $180 in application fee and $350 in holding deposit. I never finished the application and they never showed me the apartment and they always had their leasing officr closed. Communication was difficult and they were hard to reach on phone. I ended up getting another apartment and now they don't want to give me my money back. This is stealing and its very frustrating and this is not acceptable. I wonder how many people are going through this and it worries me because this company is stealing people's money. It's not right and I'm reaching out to you to fix this problem and to help me get my money back and what can I do. Thank you very much.

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,

  Mr. ******* applied for a three-bedroom apartment at our community on 3/16/25.  On 3/17/25 a unit was offered to move in around 4/8/2025. Prior to submitting the application, the applicant(s) must first pay the application fee and prior to paying the application fee or the waitlist deposit; they must first agree to the following before each payment is submitted.

  APPLICANT HAS PAID AT THE TIME OF APPLICATION A NONREFUNDABLE APPLICATION FEE AND HOLDING FEE. ADDITIONALLY, UPON APPROVAL OF THIS APPLICATION, APPLICANT SHALL PAY ANY ADDITIONAL DEPOSIT AS AGREED TO BETWEEN THE PARTIES. UPON EXECUTION OF A LEASE AGREEMENT, THE HOLDING FEE PAID WILL BE APPLIED TO THE SECURITY DEPOSIT. IN THE EVENT APPLICANT'S APPLICATION IS DENIED, ONLY HOLDING FEE WILL BE REFUNDED BY MAIL IN ACCORDANCE WITH THE **** SHOULD THIS APPLICATION BE CANCELLED BY APPLICANT (BY NOTIFICATION OF THE DESIRE TO CANCEL, BY ABANDONMENT OF THE APPLICATION PROCESS OR BY PROVIDING FALSE, INCOMPLETE OR MISLEADING INFORMATION) ALL MONIES, INCLUDING ALL HOLDING FEES AND/OR DEPOSITS PAID UP TO $350.00 CAN BE RETAINED AS LIQUIDATED DAMAGES BY MANAGEMENT. ANY DEPOSIT BALANCE WILL BE REFUNDED BY MAIL TO THE APPLICANT AFTER DEDUCTING THE $350.00 LIQUIDATED DAMAGES

  The applications department as well as the one site team followed up regarding the documents /information that was needed to obtain a full approval. The information or documents requested were not received. On 4/9/2025 Mr. ******* contacted our office and said he wanted to cancel the application as he found something else. 

  After reviewing the request, it was determined to be declined. 

  Respectfully,

  *** *******
  District Community Manager