Complaints

This profile includes complaints for Second Avenue Realty Florida, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Second Avenue Realty Florida, LLC

  Tampa, FL 33602-5207

• 

  Second Avenue Realty Florida, LLC

  410 N Scottsdale Rd Tempe, AZ 85288-7094

• 

  Second Avenue Realty Florida, LLC

  999 Brickell Ave Ste 940 Miami, FL 33131-3059

• 

  Second Avenue Realty Florida, LLC

  10130 Mallard Creek Rd Ste 300 Charlotte, NC 28262-6001

• 

  Second Avenue Realty Florida, LLC

  320 Seven Springs Way Brentwood, TN 37027

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:06/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have had no A/C for over a month and it seems nothing is being done about it. They keep giving me the run around, no management involvement. It is 90 degrees in Florida and we have no A/C.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 will like to file a complaint with my property Management as well as with Second Avenue. I have been requesting repairs regarding first my carport, which was denied. The carport can fall on my vehicle. And second request of mold in bathroom in celling, which is spreading. ******************* is only approving to clean and sanitize when I have respiratory issue, on breathing machine. As well do to this repair not being fully completed when i sent the order over several times, has caused me a diagnosis of small airway disease. I refuse to pay anymore rent money and repairs are not being done. I will attach emails and work orders. Along with health issues. And paided rent . If you have any questions, please email me by email above. Or contact me at ************. There information is Second Avenue ************** opt 3, email address, *************************************** requires immediate attention. Due to health reasons.

• Initial Complaint

  Date:05/16/2025

  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.

  Problem reported on 4/29/25, no communication that vendor was arriving so they could come fix the issue, vendor showed up on 5/2/25 its been 13 days I have personally contacted the vendor whom came to fix it and said they had to submit a whole new work order, 2nd Avenue still has not gotten back to vendor. I have text messages to prove it. I keep getting the run around that they will put it as urgent!! But still waiting 2 weeks later. They need to have their vendors call the tenant to schedule an appropriate time and day!

  Business Response

  Date: 05/26/2025

  Dear Mrs. *************** you for taking the time to share your feedback. We truly value the input of our residents and are committed to providing exceptional service.
  

  We understand your concerns regarding the recent plumbing work order related to the water not draining from your upstairs bathroom. After reviewing the maintenance records from our third-party vendor management company, Lessen, wed like to provide you with an update on the timeline and steps taken.
  

  The work order was submitted on April 28, 2025, and dispatched to a vendor within 24 hours. The vendor scheduled an initial visit and was onsite by May 2, 2025. At that time, a bid for repairs was created. Unfortunately, there were issues with the initial bid, which included discrepancies such as an incorrect missed appointment trip charge. These errors delayed the approval process, as the vendor needed to submit a revised proposal.
  

  Due to these delays, the work order was reassigned to a new vendor. This new vendor is scheduled to be onsite in the coming days and is expected to expedite the completion of the necessary repairs.
  

  Please note that all maintenance requests and vendor coordination are managed by Lessen. They are responsible for scheduling, communication, and oversight of all work orders. You can submit work orders 24/7 through the Jiffy app or contact Lessen directly at ************.
  

  At Second Avenue, we strive to ensure a positive and comfortable living experience for all our residents. If you have any further questions or need additional support, our Resident Experience Team is here to help. You can reach us at ************ or by email at ************************************************************.
  

  To summarize, while we followed the proper protocol for addressing your maintenance request, unforeseen delays occurred due to issues with the initial vendors bid submission. As a result, the work order was reassigned and is now in progress with a new vendor to ensure timely resolution.
  

  We appreciate your patience and understanding.
  

  Thank you, 

  Second Avenue Support Team

• Initial Complaint

  Date:04/29/2025

  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.

  My issue with Second Avenue is the water softener. We moved in to our home on July 7, 2024. It was a brand new home. The dates of service are: 10/15/24, 12/30/24, 03/26/25, 04/02/25, 04/04/25, 04/16/25, and 04/24/25. The problem has been ongoing. Now, they are telling me the water softener has to be replaced, at my expense, for $2,981.69, although it clearly states in the lease agreement that it is the landlord who is responsible. I have attached the letter from Second Avenue and the lease agreement.

  Business Response

  Date: 05/20/2025

  Dear Mr. ************* you for taking the time to share your feedback. We truly value the opinions of our residents and are committed to providing exceptional service across all our communities. We understand your concerns regarding the water conditioning equipment and would like to provide clarity on this matter.
  

  With respect to your dispute over the responsibility for the replacement of the water softener, wed like to reference the specific lease clauses related to the system, which are included below for your convenience. As noted, the water softener was brand new at the time of your move-in in July 2024. Per your lease agreement, the maintenance, repair, and replacement of the water softener is the responsibility of the resident.

  Following an initial inspection, our technician reported that the system was not set to the correct settings, which could have contributed to premature wear and deterioration. Despite this, and as a courtesy, our maintenance team explored multiple repair options and dispatched several vendors in an effort to restore the system without requiring full replacement. When it became clear that replacement might be necessary, we offered you the option to seek service from an independent vendor outside of our network to potentially reduce your costs.
  

  Regarding your concerns about the water quality, please note that the water was certified for use prior to the homes release by the builder. Additionally, a Certificate of Occupancy was issued by the county, confirming the home met all required standards. Because the property is supplied by well water drawn from regional aquifers, the quality of the water may fluctuate due to seasonal changes in the water table.
  

  Our vendor also confirmed that the water softener had not been maintained according to the required standards and was set incorrectly, which resulted in excessive strain on the system. It was further noted that you indicated over seven individuals were residing in the home, along with additional guests. This level of usage places added demand on the water softening system, requiring more frequent maintenance and accelerating wear.
  

  Below are the relevant sections of your lease agreement:
  

  Appliance Condition: Tenant acknowledges that all appliances are in good working condition at the time of occupancy and shall return them in the same condition, allowing for normal wear and tear. If provided, pool/spa heaters, washers, dryers, water softeners, or filtration systems are offered as a convenience and are not warranted for repair or replacement by the landlord.
  

  Water Softener Provisions:

  Use: The tenant agrees to use the system responsibly and in accordance with the manufacturers instructions.
  

  Maintenance: The tenant is responsible for regular maintenance, including adding salt or ****************** as needed, reporting issues promptly, and following usage guidelines.
  

  Repairs and Replacement: The landlord is responsible only for repair or replacement due to normal wear and tear or malfunctions not caused by tenant negligence or misuse.
  

  Costs: The tenant shall cover repair or replacement costs if resulting from neglect, misuse, or lack of maintenance.
  

  Access and Condition Upon Move-Out: The tenant agrees to allow access for maintenance and return the unit in its original condition, minus reasonable wear and tear.
  

  After reviewing your maintenance history, we can confirm that our team has responded to your requests and attempted to address the issues in good faith. However, we understand that you remained dissatisfied with the water quality despite those efforts.

  At Second Avenue, we remain committed to creating a positive and supportive living experience for all our residents. If you have any additional questions or require further assistance, please do not hesitate to reach out to our Resident Experience Team at [insert phone number] or via email at [insert email address].
  

  To summarize: We followed the appropriate procedures as outlined in the lease agreement. According to our vendor, the water softener system may not have been properly maintained, leading to the need for premature replacement. As a courtesy, we provided several repair options and worked to identify the most cost-effective solution for you.
  

  Sincerely,
  

  Second Avenue Support Team

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23263353
  
  I am rejecting this response because:

  YOU HAVE STATED THAT 7 PEOPLE LIVE IN THE HOME, WHICH IS RIDICULOUS.  THERE ARE 3 ON THE LEASE AND 1 TRAVELS FOR WORK AND IS ONLY HOME A FEW WEEKS A YEAR.  THAT'S TWO PEOPLE.  I HAVE NO IDEA WHERE YOU CAME UP WITH 7.  RIDICULOUS LIE!

  Water Softener Provisions:

  Use: The tenant agrees to use the system responsibly and in accordance with the manufacturers instructions.  WE HAVE DONE THIS. 
  
  Maintenance: The tenant is responsible for regular maintenance, including adding salt or ****************** as needed, reporting issues promptly, and following usage guidelines.  WE HAVE DONE THIS 
  
  Repairs and Replacement: The landlord is responsible only for repair or replacement due to normal wear and tear or malfunctions not caused by tenant negligence or misuse. WE HAVE NOT NEGLECTED OR MISUSED AT ALL. 
  
  Costs: The tenant shall cover repair or replacement costs if resulting from neglect, misuse, or lack of maintenance.  WE HAVE NOT NEGLECTED, MISUSED OR FAILED TO DO THE NORMAL MAINTENANCE. 
  
  Access and Condition Upon Move-Out: The tenant agrees to allow access for maintenance and return the unit in its original condition, minus reasonable wear and tear.  IF YOU SAY THE SYSTEM WAS PROGRAMMED INCORRECTLY, WE WOULD HAVE HAD NO IDEA WHEN WE MOVED IN, AS THE SYSTEM WAS WORKING PROPERLY.
  
  DESPITE YOUR ALLEGATIONS OF MISUSE, SECOND AVENUE DID SEND A TECHNICIAN OUT AND REPLACED ONE OF THE TANKS.  IT IS NOW FUNCTIONING PROPERLY, SO I REALLY CANNOT UNDERSTAND ANY OF THIS.  IF YOU TRULY FELT IT WAS OUR FAULT, WHY DID YOU REPLACE IT?!  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 05/26/2025

  Dear Ms. ************** you for your response and for taking the time to share your concerns. We understand your perspective and appreciate the opportunity to address the issues youve raised.
  

  Regarding the number of occupants, we will review our records to ensure the information on file is accurate. We recognize that only individuals listed on the lease should be considered and appreciate your clarification on this matter.
  

  With respect to the water softener, our maintenance management team has reviewed the situation and confirmed that the replacement cost falls under resident responsibility, based on the terms of the lease agreement. That said, no further action will be taken at this time while we complete our internal review. We remain committed to fair and timely resolutions, and should any additional information come to light that affects our determination, we will notify you directly.
  

  If you have any further questions or wish to discuss this matter in more detail, please feel free to contact our Resident Experience Team at ************ or ************************************************************.
  

  Thank you again for your continued communication.
  

  Sincerely,

  Customer Answer

  Date: 05/27/2025

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/29/2025

  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 applied to rent a home with this company on a Friday was told I had 48 hours to submit paperwork which was done. Was approved for rental after paying ****** then within hours sent another email ripping home from me and rented to someone else. This is a scam. I completed everything as requested. I requested refund and was told no refund.

  Business Response

  Date: 05/20/2025

  Dear Mrs. ************** you for taking the time to share your feedback. We sincerely appreciate hearing from prospective residents and remain committed to providing a high standard of service and communication throughout the leasing process.
  

  After reviewing your concerns, we confirmed with our Applications Team that the $250 hold fee was not submitted. As a courtesy, the Onboarding Team issued a reminder regarding the outstanding hold fee. Unfortunately, because the fee was not received, the property remained available and was subsequently leased to another applicant who completed their payment and documentation.
  

  With regard to your request for a refund of the application fee, please note that, per our policy, application fees are non-refundable. Additionally, our records indicate that your $100 application fee payment was returned due to insufficient funds.
  

  At Second Avenue, our mission is to provide a seamless and stress-free living experience, supported by exceptional customer service. If you have any further questions or need additional assistance, please do not hesitate to contact our Resident Experience Team at ************ or by email at ************************************************************.
  

  In summary, we followed our established leasing procedures and communicated all requirements and timelines related to the hold fee and application process. Unfortunately, the necessary steps to secure the home were not completed before the property was leased to another qualified applicant.
  

  Thank you again for bringing your concerns to our attention. Your feedback is valuable as we continually strive to improve the experience for all our residents and applicants.
  

  Sincerely,
  

  Second Avenue Resident Experience Team

• Initial Complaint

  Date:04/28/2025

  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.

  Second Ave purchased the property I have been living in from *********** property management. There were inspectors that came in and took pictures of the property so Second Ave was aware of all the things that needed to fix that the last two owners did not fix. There is mold on the ceiling in the kitchen of all places. The shower in the master bathroom hasn't worked all year. I called in that and was never fixed. The real issue began in May of 2024 when we received a 24 hour eviction notice from the ***************. After going to the court house and being denied by a judge within a hour (I believe the judge is known to Second Ave) I called second ave in which I was told by one of their associates that My balance was paid and that the 24 hour notice should have never been placed on my door. To reassure me the associate gave me their lawyers name and number in case the city tried to remove. Although I was told that the notice should have not been placed on my door it still remain on my credit thus making it impossible for me to find another home. Yes I am facing homelessness. In November of 2024 a tree that had fallen during a hurricane (no one from the property came out after the storm to ***** damage. The tree that fell caused damage to the electrical box attached to the house. ********************************* cut the power line from the house to protect it. The issue needed to be fixed by the rental company. Because Second Ave failed to send actual authorized and professional electricians and contractors My family and I was without power for 8 days. That time could have been cut by 80% had the followed the housing and city laws on conducting the proper procedures. They went through a third party thus causing us is to lose food, miss work because the days were spent trying to get help from any one. The municipal courts were contacted so was the City of ************. Someone came out and took pictures and yet no one still came to fix the damage done by fallen tree

  Business Response

  Date: 05/26/2025

  Dear Mrs. *************** you for taking the time to share your feedback. We value the perspectives of our residents and are committed to delivering a high standard of service. We understand your concerns and would like to provide further clarification.
  

  Regarding the power outage in November 2024, the delay in restoration was due to the required city permitting process and the subsequent inspection by the *******************************. Despite these external delays, we engaged licensed third-party professionals to complete the necessary repairs and issued a rental concession for the period your home was without power.
  

  In reference to the condition of the property, our records do not indicate any maintenance requests submitted regarding the master bathroom shower or discoloration in the kitchen. Without submitted work orders, we were not made aware of these concerns during your tenancy and were therefore unable to address them.
  

  With respect to the eviction matter, an eviction action was filed in July 2024 due to nonpayment of rent. While a stipulation agreement was later reached that prevented a formal eviction, the initial filing remains a part of the public record and may be reflected in your credit report. We recommend reaching out to the courthouse for documentation that clarifies the resolution of the case.

  Additionally, our records indicate that there is an unpaid balance of $4,234.10 at the to of move-out. This balance includes non payment of April's rent, and May's holdover rent. We did not receive a notice to vacate, and the property was not confirmed vacant until May 19, ****** days past the lease expiration date.
  

  At Second Avenue, we strive to provide exceptional service and a positive living experience. If you have further questions or need additional assistance, please contact our Resident Experience Team at ************ or via email at ************************************************************.
  

  In summary, we have followed the appropriate procedures related to maintenance and rent collection. Our team acted promptly to restore power after the outage caused by a fallen tree, but delays were unfortunately unavoidable due to permitting requirements. As a goodwill gesture, we provided a rental concession for the affected days. Additionally, the unresolved maintenance concerns mentioned were never reported, and no work orders were submitted, which limited our ability to respond during your tenancy.
  

  Sincerely,

  The Second Avenue Team

• Initial Complaint

  Date:04/23/2025

  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.

  Move-in date 4/11/2025 ********************************************* Rent: 1225 1. Implied warranty of habitability. The property was not ready in a safe and sanitary condition before the commencement of my lease. Management sent an inspector on 4/16 to follow up on my initial complaints. The inspector found numerous issues, such as a drain clog, severe water buildup, rusting shutters, and full gutters. He personally noted, "This house is a safety hazard." Management said that some issues would be handled, but they were adamant that other issues were to remain the tenant's responsibility. 1a Unsanitary and pest-infested conditions: No attempts were made to clean the property before my move-in. Cobwebs, live insects, and dust were prevalent throughout the property. A ***** infestation was reported on 4/16. The management has agreed to a one-time pest control to address the roaches only. A bed bug infestation was reported on 4/18. Management stated that bed bugs are the tenant's responsibility. I do not have a history of bedbugs in my previous residences and have not resided in this property for more than 30 days. 1b Water damage and compromised structural integrity identified by the inspector. Significant structural modification is necessary to make the property safe. Mold is already growing in the bathroom due to poor drainage and ventilation. Siding is wet and peeling, and needs to be replaced. 1e More items are not listed here. 2. Quality discrepancy: Property was not presented in similar quality compared to other ********* dollar rent properties. Other rental properties in the area were presented in sanitary condition, and common practice to clean the property and mow the lawn by management before move-in, which 2nd Ave has failed to do. Overall, unethical business practice to promote this defective property as a "premium rental experience". 3. Unable to communicate with the support team through phone or email to quietly resolve my displeasure with the property.

  Business Response

  Date: 05/20/2025

  Dear Ms. *************** you for taking the time to share your feedback. We sincerely value the insights and experiences of our residents and remain committed to delivering a high standard of service to all our residents.

  We acknowledge that your home was not delivered in a condition that met our standards, and we deeply regret that we fell short of your expectations. While some of the concerns were cosmetic in nature and did not impact the functionality of the home, we recognize that certain issues did affect the overall livability of the property.
  

  Please note that the home was thoroughly inspected prior to your move-in. At that time, no signs of bedbugs were found, and all sewage systems were confirmed to be functioning properly. However, we understand that some concerns may only become evident once a home is occupied. Once your concerns were reported, we took immediate steps to address them. Some repairs required multiple visits, assessments, and bids, which extended the resolution timeline.
  

  At Second Avenue, we take maintenance matters seriously. We offer 24/7 support through the Jiffy online resident portal, or you may contact our maintenance partner, Lessen, directly at ************ for assistance at any time.
  

  As part of our efforts to resolve the situation, we provided several options. Ultimately, we mutually agreed to terminate your lease, allowing you to vacate the home on your timeline. In addition, we expedited the refund process to help support your transition to a new residence.
  

  At Second Avenue, our mission is to provide a stress-free living experience supported by exceptional customer service. Should you have any further questions or require additional assistance, please dont hesitate to contact our Resident Experience Team at ************ or via email at ************************************************************.
  

  In summary, we responded promptly to the concerns raised, but some maintenance items required additional time to resolve. Given the impact on livability, we mutually agreed to end the lease and issue a refund as the most appropriate solution.
  

  Thank you again for bringing your concerns to our attention. Your feedback helps us continue to improve and better serve all our residents.
  

  Sincerely,

  
  The Second Avenue Team

• Initial Complaint

  Date:04/09/2025

  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.

  To provide a detailed timeline of events and work orders:1/31: The initial problem occurred with a pipe burst due to high-pressure sewage backup, causing sewage water to come through the ceiling in the basement, up through the kitchen sink, and throughout the kitchen. The sewage also spread under the walls, into the carpeted living room and dining room areas.2/5: A plumbing team arrived to assess the issue. However, the problem was not resolved during this visit.2/6: Plumbing returned and diagnosed the issue as a high-pressure sewage backup, stating that a jet truck would be necessary to clear the blockage.2/6: A restoration company also came out to assess the damage to the floors, cabinets, carpet, etc.2/10: The plumbing team returned with a jet truck, freeing the blockage in the pipes, though the issue was not fully resolved at that point.2/13: The restoration company assessed the damage further, including determining the necessary steps for carpet removal, baseboard removal, and subfloor restoration.2/18: Restoration began removing carpets, baseboards, and sections of subfloor, starting the dry-out process.2/193/4: The restoration equipment was left running 24/7 to dry out the affected areas, which not only contributed to an increased electricity bill but was also extremely loud and disruptive throughout the house.3/4: The restoration company removed its equipment and began repairing the affected areas.3/8: A lingering smell from the sewage in the carpets persisted, requiring additional cleaning and treatment.3/10: A leak under the kitchen sink started causing standing water again. A technician came to inspect but was unable to resolve the issue. The leak continues to this day, requiring us to place towels on the floor to manage the water.Thouse was uninhabitable for the first couple of weeks in February due to the smell, health concerns, and lack of functioning water. We requested to not pay rent while these problems existed but we were denied.

  Business Response

  Date: 04/28/2025

  Dear Mr. ******************** style="font-size: 0.875rem;">Thank you for taking the time to share your feedback. At Second Avenue, we greatly value our residents' opinions and continuously strive to deliver exceptional service and a positive living experience. We appreciate the opportunity to address your concerns in more detail.

  Following a thorough review of the situation, we can confirm that the home was not deemed uninhabitable at any point during the course of the work. While we understand there were toilet issues reported on February 6, 2025, and again on February 10, 2025, our records indicate that both incidents were promptly addressed and resolved once reported.
  

  Additionally, as a courtesy to the resident, the vendor went above and beyond by performing a full carpet cleaning throughout the home, despite the original work order specifying carpet cleaning only in the living and dining room areasthe sections directly impacted.
  

  Based on our findings and the timely resolution of the reported concerns, we do not believe that a credit is warranted at this time.
  

  Regarding the concern about a potential leak, the vendor who visited the property was unable to replicate the issue during their inspection. As a result, the work order was appropriately closed. Should the issue persist, we encourage you to contact Lessen, our 24/7 maintenance team, by submitting a work order through your Jiffy app or by calling ************. We will be happy to promptly dispatch a plumber for further investigation.
  

  To summarize, the appropriate protocol was followed in addressing the work orders and maintenance needs at the property, and the vendor performed additional work outside of the approved scope to ensure the residents concerns were thoroughly addressed.
  

  If you have any additional questions or require further assistance, please do not hesitate to contact our Resident Experience Team at ************ or via email at *********************************** We are here to support you and are committed to ensuring a positive experience.
  

  Sincerely,
  

  Second Avenue Resident Experience Team

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23181971
  
  I am rejecting this response because:

  This is just a copy/paste response to what they already emailed us personally before the complaint. A house that has no water is uninhabitable, period the end. The water was off because of a high pressure back up that was causing our kitchen to flood with sewage. THAT IS NOT A Toilet Problem THAT IS A HEALTH HAZARD. I do not understand their perception of the turn around to get this fixed, as we had no water from January 31 to February 10th or 11th. It was not REPORTED on the 6th of February it was ACTED UPON on that date. Due to it happening on a Friday night, we were unable to get in contact over the weekend and then once contacted, we had to wait until Thursday the 6th for anyone to even LOOK at the problem. NOT FIX IT, just LOOK at it. They are completely under presenting the actual severity of the situation and are playing it up to a toilet issue which is insulting. 

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

• Initial Complaint

  Date:03/21/2025

  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.

  The company has left my household without a working restroom or shower for over 72 hours. They continue to call plumbers who either don't show up or they show up and don't attempt to fix the issue. I have been dealing with this issue for 3 weeks and now I cannot use the restroom or shower in my 1 bathroom home. They do not care that I have bile coming into my tub and my toilet that will not go down. The past 72+ hours I've been given the run around and hung up on by multiple employees of their maintenance department.

  Business Response

  Date: 04/10/2025

  Dear Mr. **************** you for taking the time to share your feedback. At Second Avenue, we genuinely value our residents' input and remain committed to providing a high standard of service and support.

  We understand your concerns regarding the plumbing issues you experienced and would like to provide a detailed summary based on our records:
  

  The initial plumbing work order was submitted on February 14, 2025. A plumber was dispatched and onsite within 72 hours. According to the vendor's report, they snaked the line and resolved the clog.
  

  On February 26, 2025, you submitted a second work order reporting the issue had returned. A new vendor was dispatched and onsite the next day, February 27, 2025. This vendor also snaked the line and reported that it was clogged with toilet paper. Per their notes, the line was cleared and the issue resolved.
  

  On March 5, 2025, the issue was reported again. At that time, we reassigned the case to another vendor for a more in-depth investigation, given that the previous visits did not provide a long-term resolution.
  

  Additional vendor visits were coordinated to assess the situation, prepare a scope of work, and submit bids for a more permanent solution. According to our records, the issue has now been fully resolved.
  

  If you have any further questions about your maintenance services, we encourage you to contact our third-party vendor management service, Lessen, either through the Jiffy resident portal app or via their 24-hour support line at ************.
  

  At Second Avenue, we take pride in delivering exceptional service and ensuring a positive living experience. If you need additional assistance, please dont hesitate to reach out to our Resident Experience Team at ************ or via email at ************************************************************.

  To summarize, our team followed the appropriate protocol in addressing your maintenance concerns. Each work order was escalated and responded to in a timely manner, with multiple vendors dispatched to resolve the issue. While the situation required several visits and additional work, our maintenance team worked diligently to ensure the matter was thoroughly addressed.
  

  Thank you again for bringing this to our attention.
  

  Warm regards,

  Second Avenue Support

• Initial Complaint

  Date:03/19/2025

  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 am writing to file a complaint against Second Avenue, a rental company that engaged in deceptive and unfair practices during my tenancy From the moment I moved into the property, I encountered severe and unacceptable living conditions. The house was in disarray, with roaches and other pests present. To my shock, all the appliances had been stolen, leaving me without essential household necessities. Additionally, the house was filthy, with a dirty toilet bowl and even a cup with a cigarette **** on the floor of one of the ********* month into my lease, I experienced two major floods. Water poured in through the back door, the sides of the house, and the bathroom in the third bedroom. Despite calling maintenance multiple times, my concerns were largely ignored. When workers were finally sent, they never completed the repairs. The situation escalated to the point where the city had to get involved and declared the property a health hazard. Despite this, I was forced to continue living in these unsafe conditions with my special needs son.After months of enduring this neglect, Second Avenue terminated my lease and promised to return my security deposit. I left the property in better condition than I found it, yet they charged me for damages that were already present when I moved in and never returned my deposit. Not only that I now have a debt collection company ****** ******** wanting to collect money that I do not owe to the company!

  Business Response

  Date: 04/10/2025

  Dear Mrs. ******************* you for taking the time to share your feedback. At Second Avenue, we value our residents' experiences and are committed to delivering exceptional service. We appreciate the opportunity to address your concerns in detail.

  Regarding the final account statement, a thorough move-out inspection revealed several issues requiring attention. These included significant wear and tear, the need for professional cleaning, drywall repair due to holes in the walls, and repainting in multiple areas. Additionally, several interior doors were found to be damaged or off-track. The exterior also required services such as lawn maintenance and trash removal, including the disposal of a box spring, as reflected in the attached photos. As outlined in your lease agreement, these responsibilities remain with the resident through the lease end or termination date.

  We acknowledge that you experienced maintenance concerns during your tenancy, including water intrusion. Our records indicate that all reported issues were addressed promptly. Despite our efforts to resolve these issues and maintain your comfort in the home, it was ultimately determined that the best resolution was to end your lease early and vacate the home. Additionally, we waived early termination fees and provided a one-month rent concession as part of our commitment to customer care.
  

  To summarize, we followed the appropriate protocols in addressing your maintenance concerns and worked diligently to find a fair and reasonable solution. The final account charges are reflective of the property's condition at move-out and are in accordance with the lease terms.
  

  If you have any further questions or would like to discuss the matter further, please feel free to contact our Resident Experience Team at ************ or *********************************** We are here to assist you.
  

  Sincerely,

  Second Avenue Support 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23080290
  
  I am rejecting this response because: 

  
  Many of the charges listed, including those for "significant wear and tear," painting, and drywall repair, appear to fall within the scope of normal use. Moreover, several of the damages cited were either pre-existing or directly related to the maintenance issues I reported repeatedly most notably, the ongoing water intrusion that was never fully resolved and significantly impacted my living conditions. Much of the damage cited in your final account was directly caused by severe and repeated flooding during my tenancy. These floods ruined a significant portion of the interior, including walls that were left damp and warped, as well as flooring that became unsanitary. These were not issues of wear and tear but major structural problems that made the home hazardous to live in.
  Additionally, your claims that I left items behind are completely inaccurate. I have never left personal belongings behind at the end of any tenancy. What you may have found could easily have resulted from the fact that the property was never secure when I moved in, the backyard gate was wide open, and all the appliances had been stolen. Throughout my lease, the gate remained defective and could not close properly, leaving the property exposed. Homeless individuals were often seen walking through the premises, which created further safety concerns. The fence was also broken and that caused the neighbors dog to run in the backyard every single day and for the neighbors to come in my yard whenever they wanted to get the dog. 
  When I first entered the home, it was in unacceptable condition: a dirty toilet that had clearly been used and not cleaned, a cup with cigarette butts left on the floor, and general filth throughout. This was not a clean or ready-to-move-in propertyit was a hazard from day one.
  Moreover, the plumbing and drainage issues were far more serious than you acknowledged. The neighbors were forced to call the city due to water stagnating outside the property, caused by pipes that were not properly connected to the main sewer line. When city officials inspected the property, they specifically asked if the landlord had provided alternate accommodations because the house was contaminated with asbestos and considered unsafe for habitation.
  To make matters worse, one of your own maintenance workers confirmed that the water issues were not new they had been called out to address the same problems in the past. These longstanding and unresolved issues created an environment that was not only uncomfortable but dangerous. While you mention these concerns were addressed promptly, my experience suggests otherwise. As for the exterior charges, I left the property in a reasonably clean condition.  The assertion that extensive cleaning or lawn work was necessary is not supported by the actual condition upon my departure.

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