Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Property Management

Concord Rents

Complaints

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

Find a Location

Concord Rents has 90 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.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 223 total complaints in the last 3 years.
    • 69 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied for Residency for ***** ****** ******* in Daytona, after inquiring and speaking to property manager on the phone. She did not indicate how much the app fees would be per person and the screening platform charged me and told me I was denied when I thought I was still in the middle of the application process. I can't afford to be out of $270.00 when looking for a place to live. They need to refund app fees in the amount of $270.00 because after it charged me and denied me I wasn't even able to finish the application which makes no sense to be charged and denied when I hadn't even uploaded any paystubs or other relevant documents. And there was not even a reason for denial stated. Their screening system is highway robbery.

      Business Response

      Date: 07/06/2023

      Thank you for reaching out regarding the denial of your
      application for residency at ***** ****** ******** Apartments. If you feel that
      application result is incorrect, you are welcome to dispute our findings by
      sending
      an email to ***************************** with the specific reasons you believe our decision to be in error and any
      supporting documentation you believe to be relevant. All disputes will be
      reviewed and we will respond to you in writing within thirty days. Due to the
      nature and complexity of the review and concerns for your personal data, we are
      unable to respond to disputes via telephone.

      With regard the application fee, these fees are due up
      front in order to proceed with application screening and are always a
      non-refundable fee. When you signed the application, the below disclosure was
      included at the signature line which clearly explains that the fees are
      non-refundable. Unfortunately, there is nothing more that we can do at this
      time.

      THIS APPLICATION IS FOR INFORMATION ONLY AND DOES NOT
      OBLIGATE LANDLORD TO EXECUTE A LEASE OR DELIVER POSSESSION TO THE PROSPECTIVE
      RESIDENT. 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 THE HOLDING FEE WILL BE REFUNDED BY MAIL IN ACCORDANCE WITH THE
      LAW.

      Business Response

      Date: 07/11/2023

      Unfortunately, no refund can be processed for application fees.
      These fees are due up front in order to proceed with application screening and
      are always a non-refundable fee. When you signed the application, the below
      disclosure was included at the signature line which clearly explains that the
      fees are non-refundable. You signed and acknowledged this policy and there is
      nothing more that we can do at this time.

      THIS APPLICATION IS FOR INFORMATION ONLY AND DOES NOT OBLIGATE
      LANDLORD TO EXECUTE A LEASE OR DELIVER POSSESSION TO THE PROSPECTIVE RESIDENT. 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 THE HOLDING FEE
      WILL BE REFUNDED BY MAIL IN ACCORDANCE WITH THE LAW.

      Customer Answer

      Date: 07/11/2023



      Complaint: ********



      I am rejecting this response because: the business property manager mislead me in terms of the application process and then went so far as to reopen it AFTER I filed this complaint like she was making good. If the app could magically be reopened, then I should have been able to finish from the beginning. 

      They need to do the right thing and issue me a refund. And I no longer desire to leave at the property. 




      Sincerely,



      **** *****

    • Initial Complaint

      Date:06/27/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with Concord Rents, i do not have a contract with Concord Rents, they did not provide me with the original contract as i requested

      Business Response

      Date: 06/27/2023

      Miss ******** started an online application for *** ***** Apartments on 5/30/22. She provided payment for the non-refundable application fee on 5/30/22 using her ACH information. Miss ********'s application was Denied at the pre-screening. Her payment was then returned on 6/3/22 due to it coming up NSF. Miss ******** owes for the re-payment of the application fee as well as the NSF fee that was incurred due to the payment's return. 

      Our records do not show where Miss ******** has reached out to our Collections team throughout this process. We have sent numerous notices to the address that was provided on her application. We have not received any returned mail. We have not been contacted either by mail, phone call or email. 

      We do have the documents that Miss ******** filled out for the application including the payment authorization for the application fee. 

      Miss ******** can contact our Collections Department at 1-866-659-0113 to discuss the account. 

    • Initial Complaint

      Date:06/27/2023

      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 March 17, 2023, I put in a request for someone to come in and inspect the apartment for Mold. My household has been sick since January 2023. I`ve been by back and forth to the doctors for my kids and myself. I reached out the the management office on May 12 and May 23, 2023. In the mist of this going on the AC started leaking from the pan, they fix the ac pan and did not do anything aside from that. As of today my kids ae still sick, my boyfriend is still sick, my asthma is flaring up again. I emailed the apartment complex again over the weekend asking them to move me to another apartment, I also asked them to show me proof, that they had an actual company come out to inspect and nothing. I have documents that mold was found from the AC, I sent them the pictures of the mold spec that I found from my home test, still nothing. The only thing they suggest was to release me from my lease. Where am I going to go with my family, they are putting us out on the street. I can not afford to pay a deposit, the only money I have is my up coming paycheck on the 30th, which will be for rent, car payment and car insurance. Please help me, I am going to be homeless, I can not spend another day in that apartment. What can I do.

      Business Response

      Date: 07/11/2023

      The AC work order was completed. We also responded to the work order request referencing the dry wall staining. The repairs were made, and there was no moisture in the apartment home. The option of transferring to another apartment was given to the resident however she choose to move out. She vacated the apartment on 06/30/2023. 

      Business Response

      Date: 07/13/2023

      On 6/26 at your request, we agreed to allow you to give your notice to vacate.  On 6/28 we sent you an e-mail asking if you were interested in moving to another apartment within our community.  You did not respond.  We accepted your notice to vacate and answered any questions you had before your move out.  

      Customer Answer

      Date: 07/13/2023



      Complaint: ********



      I am rejecting this response because: The response was after all of my attempts to resolve this situation. Now your stating thess facts as if the company made an attempt to resolve my situation. This issue should have been resolved when I put in my first work order. Its a bit to late to make it seem as if an offer was given to me a head of time and I refused. Mr* ***** made that decision without thinking about what my household was currently going through since January. He reacted on his emotions and try to back track after I emailed corporate. My things were packed, Mr* ***** should of used better judgment to make his decision. I was patient after being treated this way and there is no wau this will die down easily. My request was granted after I gave a notice to vacate because I was forced to leave. Had Mr* ***** spoken to bis superior and not made such a harsh decision, we would not have been in this situation. 



      Sincerely,



      ****** ***** *****
    • Initial Complaint

      Date:06/22/2023

      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.
      On February 6, 2023 I applied and for an apartment in Lady Lake, FL (**** ****** **********) I was under the impression that this meant there was an apartment available. However that was not the case at all. With No communication my application was out on hold because there was not an available apartment. I contacted the property and customer service at Concord Rents and they never answer their phone calls or return messages. I had to move to a different Apartment community at the end of April 2023. I requested a refund of the 300.00 plus and additional $180.00 TOTAL OF $480.00. But every time I call or email I get NO RESPONSE. I’ve had to secure a different apartment because of the lack of communication. Now no one will contact me to refund my $480.00. Horrible Experience, a Nightmare! Very bad business practices. I just want a REFUND for the money that was paid but NO services were rendered.

      Business Response

      Date: 06/29/2023

      Availability on our apartment homes can change frequently as there is a large volume of
      applications and approvals daily. We have arranged for the return your $300
      deposit as we currently do not have an apartment available the meets the income
      guidelines you qualified for. In all cases though the application fee is
      non-refundable.
    • Initial Complaint

      Date:06/22/2023

      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.
      Went to go move into my new apartment that my 5 year old brother and I would be living in last week. And I had brothers girlfriend and my 5 year old brother with me. When we walked into the apartment. The house smelled so bad of cigarettes/weed. It gave all 3 of us a headache within 10 mins of standing in there. While standing in there, stains all over the floor and walls. Mold by bathtubs, a bunch of kitchen drawers are broken and the dishwasher flooded the kitchen and there are a couple lights that don’t work. My older brother told me not to live there because it’s a health/safety concern with me and our little 5 year old brother if we live there. And as of today we are still staying with them away from that apartment hoping to get the 4,000 we gave to them and get out of the lease.

      Business Response

      Date: 06/22/2023

      We have been unable to locate your name at any of our properties.  Could you please provide the name of the community?  Thank you.
    • Initial Complaint

      Date:06/15/2023

      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 had applied for an apartment in January and by the time Rentcafe ran my numbers I had been working overtime because of a lack of employees at my job. Due to my increase in income they denied my application. They took a $350 holding fee even though they had no apartments to hold and I cannot get them to return it. I have emailed and called and left messages and get no response

      Business Response

      Date: 06/21/2023

      Thank you for reaching out regarding the concern with your
      application denial and the refund of your holding fee. It appears that the
      refund has been processed and you should receive it within 7-10 business days.
      Sorry for the delay with the processing of this and any inconvenience that it
      may have caused. We wish you the best of luck with your housing search.
        

      Customer Answer

      Date: 06/28/2023



      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:06/01/2023

      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.
      On Jan. 20,2023, A roommate and I rented a two-bedroom apartment at Clyde Morris Landings Senior Living. On Feb.29, 2023, my roommate decides.to move out with no notice at all. Leaving me with all rent $1,176.00, utilities, and a $25.00 for the extra parking space we needed. I have been trying my best to have Concord Rents look into it.,well no luck there. Answers from them is you signed a lease addendum. We can't change it. On My lease under Our Commitment to Fair Housing section. this part I think this may pertain to me; I feel that I am being discriminated against as a person of family status and definitely taking my money that I can be using for another bill. Low Income Senior means just that . I have limited funds. It is utterly ridiculous. I come to wits end. reaching out for anyone to help me with this situation. Is there any help out there????????

      Business Response

      Date: 06/02/2023

      This sounds like an unfortunate situation and we certainly
      understand the disappointment and the hardship that comes from losing a
      roommate. However, we cannot amend a lease and the terms set forth in the
      contract in the middle of the lease term. The elections made at move in between
      both parties must stay in place until the lease expires. At that time, any
      changes that need to be made are allowable as part of the renewal options and
      new terms of that new contract. We’re sorry to hear of these unfortunate
      circumstances but the lease is in effect as is until the expiration date.   

      Customer Answer

      Date: 06/06/2023

      My information is under The Concord rents Resident Handbook;  Our Commitment to Fair Housing.  I am not going to type the entire clause, It pertains to discrimination on race, gender, familial status etc. And it says:  Any requests for reasonable accommodations or reasonable modifications are reviewed and granted if they are necessary to allow equal enjoyment of the community.  Explain this  to me. I feel they are taking advantage of getting the $25.00 from me for nothing.  A parking space that is about 500 feet from the doorway, It is quite far when it is pouring down rain. I will never use that parking space, and there again. $25.00 that I can put gas in my car, pay a medical copay, get needed supplies that Food Stamps does not cover.That is all I have to say about it.  Remember I am a--Senior that is Low Income Person. Whom definitely uses her income wisely.  And this is a shame that an American born citizen doesn't get any for a situation as this. 
    • Initial Complaint

      Date:05/25/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 4th I received a call from ********* **** Apartments. I didn't receive and email only a page type text. I wasn't able to call because I was at work. I get a note on my door stating I am being charged $70 because I didn't complete they annual certification. I email and they tell me I was given notes in my door. Which was a lie. I received one letter and that was the charge letter. I have received letters ON MY DOOR that didn't belong to me and I've seen letters laying on the ground. Kids walk around stealing letters off of the doors of residence. It's unfair that I'm being charged for letters they supposedly put on my door. As soon as I got the last letter I did the recertification. I live in a rent based community. I am a single mother of 2. I don't have an extra $70 on top of the $1350 in rent a month. I asked if this could be waived or split up in payments. It's unfair and they need to have a better system for letting people get notified. We are in the year 2023.

      Business Response

      Date: 06/09/2023

      As outlined in clause #6 of the additional special
      provisions to the Affordable Housing Program Addendum, a RESIDENT agrees to
      fully and punctually cooperate with Management in providing annual verification
      of all income, assets and student status for occupants of the apartment, and
      annual certifications regarding the number of occupants in the apartment. Each
      resident is also provided with a due date as to when the assessment of penalty
      fees will be applied and the document is signed by all residents.   Additionally, we send notifications by letter
      to the apartment home door regarding the upcoming due date and make attempts to
      contact residents to avoid this fee being charged.  Upon reviewing the attempted compunction with
      Ms. ******, our office has sent letters and/or left messages as follows:

      3/20/23 first letter, 4/14/23 2nd letter, 4/26/23
      called twice call was denied, 5/04/23 called and LVM
      5/24/23 3rd letter and 5/24/23 a small balance
      due letter was sent.  

      I am truly sorry that you feel there was not enough
      communication and have concerns about the notice possibly being removed for
      your door.   Please let us know if you
      have another preferred method of contact in addition to this and we will note
      your account.  Unfortunately, we are
      unable to remove the rectification late fee at this time.  
    • Initial Complaint

      Date:05/23/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CR is using App Cancellation loophole to wrongfully collect charges. — While searching for housing I discovered “******** Shores” in ******* FL. I called the property in attempt to inquire about the process of application & required documents. There was no answer after calling. I am a Section 8 Voucher participant, so I needed to know specifics. I still applied for the available unit. I paid $90 application fee & $300 holding fee. Between Aug 18-19, I spoke with a guy in the leasing office & I inquired about my application. He informed me that they requested proofs to continue with the process or the application would result in a denial. He also said that I must have my MI voucher transferred to FL & in hand before being able to be approved. I explained to him that I would have to finish my porting process. He suggested to reapply once I had the FL Voucher. He assured me he would pass the information along & get it handled. Without thinking, I agreed and went on with my search. Nov 2022 CR Collection Manager Derrick reached out regarding a $560 collection from the application. He REFUSED to listen & forcefully told me I had no option but to pay or it would be reported on my credit. Confused, I told him my app was Denied bc of the lack of sufficient documents (my section 8 voucher). He argued me that it was “cancelled” & I was responsible for the remaining fees & to review the agreements I signed. I left the situation because it overwhelmed me. Fast forward to May 2023, I reached out to the Company again, requesting a copy of my signed documents & a call back from the Collections Department. May 17,2023 John C******, rudely called back to send the documents & hung up on me once I proceed with questions. I reviewed my application & it states that my application was to result in a DENIAL. and that a “cancellation” fee is charged if “I”, myself cancel the application. I called Derrick back requesting a removal of the account from my credit. Still no resolution.

      Business Response

      Date: 05/26/2023

      The application that was submitted by ******** ******* was automatically cancelled by our online application program due to the payments that were submitted by Ms. ******* coming back as NSF. Once NSF returns are posted that causes an automatic cancellation of the application. 

      Ms. ******* spoke with the Collections Manager in November 2022. He states that the charges were explained to Ms. ******* and that she responded with an offer to repay the NSF fees but that she didn't feel it was her responsibility to repay the original fees. She stated that she would submit a written formal dispute. According to the manager he has no notes showing that it was a contentious phone call and that his office has not received a formal dispute letter from Ms. ******* as of this response. 

      The Collections Department didn't receive any contact from Ms. ******* until around May 19, 2023. She spoke over the phone with the Senior Collector and they were going over the fees. During the call she became upset with the Senior Collector and he stated that he would be ending the phone call. She later spoke to the Collection Manager and asked for someone higher up to speak to. 

      Ms. ******* was then contacted by the Regional Manager for the community that she originally applied for. After speaking to mainly about the applicaiton process, the Regional Manager contacted Collections to state that she offered to remove repayment for one of the original fees but that Ms. ******* would have to repay the remaining portion. 

      In speaking with Ms. *******, our Collections Manager stated that there were other items that were supposedly agreed upon. He reached out to the Regional and they confirmed that only the one fee was agreed upon. Ms. ******* was contacted again by the Collection Manager and Ms. ******* refused his answer. 

      It was explained to Ms. ******* that at this point the only option available is to have the account sent to a third party agency to continue collection on the outstanding amount. 

    • Initial Complaint

      Date:05/09/2023

      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 moved to Orlando, FL in 2021... Prior to moving, I went to ****** ****** apartments (ConcordRENTS) and thought that because of the garage, and perceived extra security measures, that it would make sense to move there. They would not let me see the apartment when I came to visit because they were all occupied, according to the young lady working at the time. But this is a measure put in place so that you don't see how utterly disgusting the communal areas are. The hallways are subject to be full of spider webs, chicken bones and trash literally trailed throughout all of the hallways.

      I moved in and had the apartment professionally cleaned moving in AND out. If you walked on the carpet without socks, your feet would turn black. Their response was that the carpet was the kind that would bleed on your feet... Therefore I had to wear shoes every moment in that apartment.

      I decided that I had had enough with the issues I had concerns with (a garage that never worked, elevators that would constantly be out of order, dirty, filthy communal areas, and staff that would contradict themselves in every conversation) and moved out. They inform me that a part of my security deposit includes the cleaning of carpet for $250. No one has seen a cord or company come out of that apartment from a cleaning company, and I should not be charged for normal wear and tear items in a dwelling unit.

      I would like these fees refunded back to me. These costs are egregious, and I am willing to go to small claims court on this matter.

      Business Response

      Date: 05/10/2023

      Please know that the building cleanliness is a top priority for
      us, but this is somewhat of a group effort. We work hard to keep up with the
      daily cleaning but it’s nearly impossible to achieve the desired results without
      community involvement. I can assure you that we have the same goals when it
      comes to our residents treating the property in a manner in which they are
      proud to come home to. We have the common areas professionally cleaned on a
      weekly basis and cleaned by the building maintenance team daily. We also
      schedule regular interior and exterior pressure washing of the community.
      During residency we encourage all residents to submit service requests via the
      resident portal if they see an area that needs addressed.

      In response to the inquiry regarding the amount that was
      assessed to the deposit at the time of move out for carpet cleaning charges.
      Please know that the move out inspection was completed and compared against the
      move in inspection. The charges assessed to your account were actual costs to
      return the carpet to a rentable condition. Your lease reads ”At time of move
      out, you are required to thoroughly clean your apartment, including the carpet.
      If it is determined that your carpet is not clean and in the condition it was
      at the time of move-in (less normal wear and tear), a carpet cleaning fee will
      be withheld from your security deposit”.  After a full review, the charges
      have been deemed accurate and no adjustments are due. We thank you in advance
      for your understanding, and wish you the best of luck in your new home. 

      Business Response

      Date: 05/16/2023

      Please know that a formal move out inspection was completed. It
      is not required for a resident to be in attendance for this inspection. The
      move out inspection was compared against the move in inspection and the photos
      that were taken at the time of move in and move out. The carpet charges that
      were billed are actual costs to return the carpet to a rentable condition.
      Since the carpet was not thoroughly cleaned at move out, as agreed upon in the
      lease agreement the charges have been billed to the resident and applied
      against the security deposit. Again, we thank you in advance for your
      understanding, and wish you the best of luck in your new home

      Customer Answer

      Date: 05/16/2023



      Complaint: ********



      I am rejecting this response because: the carpet was not dirty. Per your own photo, there was one piece of paper from a hanger left. I did not leave that apartment dirty… and the inference toward that thought is extremely disrespectful. Especially since I took the time and finances to clean the apartment. My movers left minor items that I should’ve checked after but that does NOT negate the fact that I cleaned this apartment that was never dirty to begin with. 



      Sincerely,



      ***** ****

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.