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 Property Management, LLC

  6425 Living Pl Ste 200 Pittsburgh, PA 15206

• 

  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

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:08/19/2024

  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.

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

  Business Response

  Date: 08/29/2024

  Dear ****************,
  Thank you for taking the time to provide us with your feedback. We greatly value the input of our residents and are committed to delivering a high standard of service. We have carefully reviewed your concerns and would like to address them in detail.
  

  First, regarding the condition of your home at move-in, please know that we make every effort to ensure each residence is safe, clean, and fully functional. However, it is important to acknowledge that not every home can be perfect, and occasional issues may arise. We want to assure you that any matters impacting the habitability of your home will be promptly addressed. However, certain items may be considered cosmetic and therefore not addressed. Such items are generally provided "as is" or may fall within the resident's responsibility, depending on the nature of the issue. Given the age of the propertyover one hundred years oldunlevel floors are a common cosmetic occurrence and are considered "as is."

  Residents are encouraged to thoroughly inspect the home prior to entering into a lease agreement to understand such conditions. Service requests relating to "as is" or cosmetic items will be automatically canceled.
  

  According to our maintenance records, the electrical work orders you submitted have been completed. We also note that a move-in condition form was not received, which might have expedited the resolution of any maintenance concerns. If the electrical work has not been completed to your satisfaction or if additional service is required, please contact our 24-hour maintenance line at ************ to submit a work order.
  

  At Second Avenue, we aim to provide a pleasant living experience for all our residents. If you have any further questions or require more information, please feel free to reach out to our Resident Experience Team at ************ or via email at **********************************.
  

  In summary, we have followed the correct protocol for processing work orders, and any issues deemed cosmetic or "as is" have been handled in accordance with our policies. We remain committed to resolving any outstanding concerns that may affect the habitability of your home.
  
  Warm regards,

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in July 2023. Immediately myself and my realtor notified of the smell of gas. I was told was the * trap and was not a gas leak. Refused to. The home was never inspected per my contract.Come look at nor did the builder. Air went out in Sept. took 4 days for them to fix in 100 degree plus temps. Air people came out. Myself and my daughter were having headaches, low energy, and sick all the time. *lants were dying and app said lack of oxygen.Neighbor came around November/dec smelled gas. Gas man came and found the line had a hole and could have exploded the house. We were smelling gas for months. It is unknown if was there before we moved in or created by ac repairman. We move out. I was given instructions to color match the house and touch paint. I took the paint swab to ******************************* and they match exactly. Got a move out bill for 2300 Bc they claim the paint did not match. Im sorry I didnt know I would be paying for the entire house to be repainted. I would have never wasted my time, my energy nor expense of getting the color matched perfect paint. They had builder grade paint on walls that you just touched and left a mark. I have pics of the repaint I did but was charged 2300 Around

  Business Response

  Date: 08/29/2024

  Dear *******************,
  Thank you for taking the time to share your feedback with us. We greatly value the input of our residents and remain committed to maintaining a high standard of service. We have carefully reviewed your concerns and would like to address them in detail.
  
  First, we would like to discuss your concerns regarding the move-out damage charges. After a thorough review of the vendor notes and your move-out condition photos (attached), it appears that, while we appreciate your efforts to touch up the damaged areas, the paint you applied throughout the home did not match the original color or finish. Unfortunately, this mismatch required a more extensive repainting and professional intervention to restore the property to its original condition. As a result, the charges for repainting were deemed valid and are consistent with industry standards.
  
  Regarding your maintenance concerns from last year, we have reviewed our records and can confirm that the issues were addressed by the builder under the terms of the builder's warranty. We also acknowledge the challenges you faced with the A/C repair, which subsequently required further service to address a gas issue. Our records show that our internal team worked diligently to escalate and expedite these repairs to ensure they were completed as quickly as possible.
  
  At Second Avenue, our priority is to ensure a pleasant living experience for all our residents. If you have any further questions or need additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, we have adhered to the appropriate protocols regarding the move-out condition chargebacks and addressing previous maintenance requests. 
  
  Warm regards,
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around June 15th I had a large tree fall across my backyard due to a confirmed case of termites Someone came out looked at the tree and requested our shed be looked at first to make sure it was structurally sound. This took another week and a half. Over 5 weeks later I am still waiting to enjoy my backyard for the summer because this giant tree is still back there. A year ago we moved in and my bedroom ceiling started to leak. Someone came out and fixed the issue 4 days ago my ceiling started leaking again. I called and they scheduled someone to come out and look at it this past Saturday July 13 between 8a-12p. Nobody called to reschedule nor did they show up. I called the company yesterday and still have heard nothing.

  Business Response

  Date: 08/13/2024

  Dear ***************,

  Thank you for sharing your feedback with us. We highly value our residents' opinions and are committed to providing exceptional service to our residents. We understand your concerns and would like to address them in greater detail.
  

  Regarding the maintenance items you've raised, please rest assured that we take these matters very seriously and are actively working to resolve them. Specifically, in relation to your ceiling leak, multiple vendors have been onsite, and a further visit is scheduled this week to address the issue comprehensively.
  

  As for the tree-related work order, a vendor was dispatched to assess the situation and prepare a bid. We recognize the inconvenience caused by the fallen tree, but please note that it does not impact the habitability of the home. The bid for the tree work is currently under further advisement.
  

  Our team is working diligently with our vendor management department to resolve your maintenance concerns. For updates on maintenance work orders and scheduling, please feel free to contact Lessen at ************.
  

  At Second Avenue, we are dedicated to delivering exceptional service and ensuring a positive living experience for our residents. If you have any further questions or need additional information, please do not hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************.
  

  To summarize, we have followed the correct protocol in handling your maintenance work orders. The issues have been appropriately addressed or deferred, where they do not impact the habitability of the home. We remain committed to resolving any outstanding concerns that affect your living experience.

  Thank you, 

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have no air living with rats an they getting rent every month its a 100 degrees in this house all day an night

  Business Response

  Date: 08/13/2024

  
  Dear ************,
  Thank you for taking the time to share your feedback with us. We deeply value the opinions of our residents and are committed to providing exceptional service to everyone in our community. We understand your concerns and would like to address them in further detail.
  

  Regarding your maintenance items, please rest assured that we take these matters very seriously and are working diligently to resolve your issues. Specifically, concerning your rodent concerns, while pest control is generally considered a resident's responsibility, we have offered to address this issue as a courtesy, aiming to create a safe and enjoyable living experience. Multiple vendors have already been onsite and have implemented several measures to eradicate the rodents. This effort is ongoing, and another vendor visit is scheduled this week to further address the situation.
  

  As for your air conditioning concerns, our records indicate that there was no open work order for your air conditioning at the time you submitted your recent complaints. However, we note that you submitted a work order for your AC yesterday which is currently being scheduled by our vendor managements department.  Per our records, you previously submitted a work order for your AC in May, which was resolved within 72 hours.
  

  Our team continues to work closely with our vendor management department to address all maintenance concerns. For updates on your maintenance work orders and scheduling, please feel free to contact Lessen at ************.
  

  At Second Avenue, we are dedicated to delivering exceptional service and ensuring a pleasant living experience for our residents. If you have any further questions or need additional information, please do not hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************.
  

  In summary, we have followed the correct protocol in handling your maintenance work orders, and the issues have been appropriately addressed. We remain committed to addressing any outstanding concerns.

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service 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.

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

  Business Response

  Date: 07/15/2024

  Dear *********************,
  Thank you for taking the time to share your feedback. We deeply value our residents' opinions and are committed to providing exceptional service to all.

  We understand your concerns and have addressed them with our internal team. They confirmed that your prelease move-in funds refund has been processed, but an internal delay occurred. We have requested that the refund be reissued and expedited. You should receive your refund within 30 days, potentially sooner.
  

  At Second Avenue, we strive to deliver outstanding service and ensure a pleasant living experience. If you have any further questions or need additional information, please do not hesitate to contact our Resident Experience Team at ************ or **********************************.
  

  Thank you again for your feedback.
  

  Best regards,

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21929397
  
  I am rejecting this response because:
  We are NOT satisfied with the response to this issue and wish for the complaint to remain open. 
  Sincerely,
  
  *******************

  Business Response

  Date: 07/15/2024

  Dear *************,
  We appreciate you taking the time to share your feedback. At Second Avenue, we value our customers' opinions and strive to provide exceptional service to all residents. We understand your maintenance concerns and would like to address them in more detail.
  

  Regarding your toilet, our maintenance records indicate that the issue began at the beginning of June. We dispatched a vendor, and a bid for the repairs was approved and completed on June 8th. Unfortunately, the problem reoccurred on June 24th, leading us to have the line scoped and jetted. Due to unforeseen delays in vendor bid approval, the jetting and scoping of the lines were completed on July 8th. We continue to work diligently with our local affiliated vendors to ensure all necessary repairs are completed promptly.
  

  As for your water heater, our records show it was serviced on April 25th while the home was vacant. The issue resurfaced on May 29th and was addressed again on June 5th. Unfortunately, the problem reoccurred on June 12th. Due to difficulties with the vendor scope and bid approval, a second opinion was needed on June 20th, and the water heater was replaced on June 24th. On July 9th, we received a work order indicating that the water heater was not working again. We are continuing to work with our local affiliated vendors to ensure all necessary repairs are completed.

  Additionally, you mentioned concerns regarding the electrical components in your home. We do not show any open work orders for these issues. If these problems have not been resolved or reported, please contact Lessen at ************ to submit a work order as soon as possible.
  

  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  

  To summarize, we followed proper protocol for all submitted work orders. There were delays outside of our control with the two mentioned work orders, as well as additional repairs needed from the initial maintenance appointments.
  Sincerely,
  
  Second Avenue Support Team

  Customer Answer

  Date: 07/18/2024

  The ONLY toilet in the house has been stopped up 7 out of 8 weeks we have been living here. We cant do laundry, take showers or do dishes for the water backing up in the drains. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21929397
  
  I am rejecting this response because:

  
  The ONLY toilet in the house has been stopped up 7 out of 8 weeks we have been living here. We cant do laundry, take showers or do dishes for the water backing up in the drains. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/29/2024

  Hello, 

  Thank you for your message. This issue has been resolved. The resident has vacate the property and all termination fees have been waived. 

  Thank you,
  

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21929570
  
  I am rejecting this response.

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

  Business Response

  Date: 07/15/2024

  Dear **************,
  We appreciate you taking the time to share your feedback. We deeply value our residents' opinions and strive to provide exceptional service to all. We understand your concerns and would like to address them in detail.
  
  Regarding your concerns about the rate increase and lack of notice, you mentioned having signed a lease with the prior management company.Unfortunately, the previous management company did not execute this lease, nor did they provide us with a copy. You also do not have an executed copy of the lease in question. Due to this, we must enforce the executed lease we received from the previous management company. Per the active lease on file, your lease defaults to a month-to-month status at a rate of $1,400.00. This rate and the increase dates are stated in your lease. According to our records, you have chosen to pay only $1,165.00, claiming this was the rate you renewed your lease at with the prior company. However, neither party has a lease to support this claim.Consequently, there is a deficiency of $235.00 per month. Additionally, there are unpaid utility charges on your account, resulting in a large unpaid balance that could potentially lead to an eviction filing.
  
  We have reviewed the call with our Resident Experience Manager, and the claim that he threatened eviction if you didnt pay is not accurate. He politely and professionally explained that an unpaid outstanding balance could lead to an eviction filing, clarifying the process and policy without any threatening tone.
  
  As for your **** maintenance work order, we acknowledge that there were delays outside of our control, including vendor scheduling, bid submission and approval, and parts delays. Our team offered a temporary unit credit to provide relief during these delays, which you declined.
  
  At Second Avenue, we strive to deliver exceptional service and ensure a pleasant living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, we followed proper protocol for both the month-to-month rate increase and the **** work order. There were delays outside our control with the **** work order, and in an effort to provide temporary relief, we offered a temporary unit credit, which was declined. As for the rate increase, the resident chose to pay their desired rate based on a lease that was never executed, and nor provided to us. The rate increase is clearly stated in the executed lease on file provided by the previous management company.
  

  Thank you again for your feedback.

• Initial Complaint

  Date:06/28/2024

  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.

  We had rented a house from Second Avenue in ******** ***** and after we moved out they sent us a move out bill of over 2700 dollars. Stating that 2600 is to repaint the whole house because of us retouching up some of the walls. I reached out to them the same day I received the notice which was on April 11, to dispute the charges and sent them all the move out pictures and after contacting them more than 6 times to get this resolved they tell me its been sent to collections and to communicate with them.

  Business Response

  Date: 07/11/2024

  Dear ***********************,
  

  Thank you for taking the time to share your feedback. We highly value our customers' opinions and are committed to providing exceptional service to all residents. We understand your concerns and would like to address them in more detail.
  

  First, we want to address your concerns regarding the move-out charge. We appreciate your effort to touch up the paint throughout the home. However, the touch-up paint did not match the original color and blend correctly, necessitating additional work on the walls. We have attached photos illustrating the issues with the touch-up paint.
  

  It is important to note that we require the property to be returned to us in the same condition it was provided to you. The condition of the walls and painting did not meet our standards, as there were non-matching paint splashes throughout the home.
  

  Your claim that we did not communicate or provide proper notice is incorrect. We follow standard procedures for deposit account claims and disputes. Once a dispute claim is denied, no additional information is required.
  

  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience.
  

  To summarize, we followed the correct protocol for processing the post-move-out security deposit claim and damage charges based on the condition of the home upon your departure.
  

  Sincerely,
  
  Second Avenue

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21807575
  
  I am rejecting this response because I have already received this email. I have asked to speak to someone about the information provide as it is not factual. Avoiding speaking to me directly is not providing service. Yes, I have agreed that I did not change the filter. This did not cause $1100 in damage! The service that I am being charged for has not even been done and my ** is running better than it ever has! For someone to tell me that I have to pay those charges because you all think the ** may go out soon is not acceptable!
  
  Sincerely,
  
  ***********************alized the pipes were frozen and brought in new vents. He turned the ** off and told me to leave it off until the ice melted. I could turn the air back on later that evening to see if it was working and he would also come back the next day just to make sure the theory of it just needing a new filter was correct. By the time he arrived the next day, the upstairs air was running better than it ever has and all he did was do a quick wash of the unit outside.Last night, I just happened to look at my portal and I noticed an additional charge of $1,186.78! Unlike the representative that informed me about the window screen, no one informed me I would be charged $1100 for 2 new vents and an ** wash. If I had been, I would have canceled it and sought alternative options! I need someone to call me back so this issue can resolved.This is the exact email I sent to "support" asking for help, only to get a reply stating that the charges are valid and I can work out a payment plan.

  Business Response

  Date: 07/12/2024

  Dear **************,
  Thank you for taking the time to share your feedback. We value our customers' opinions and strive to provide exceptional service to all residents. We understand your concerns and would like to address them in more detail.
  
  Regarding your maintenance chargeback, after a thorough review by our internal maintenance department, the maintenance chargeback has been confirmed. The review reconfirmed that the maintenance costs totaling $1,186.78 were directly related to incorrectly maintaining the ** filter (see attached photo). Please note that changing the filter at least every three months or as needed helps reduce the stress on the unit.
  
  Your HV** Filter agreement outlines the resident's requirements regarding the maintenance of the HV** equipment. Unfortunately, these requirements were not met:
  
  Resident/s agree/s to obtain the appropriate filter type, style, and size required for the HV** system located within their unit.
  Resident/s agree/s to maintain a consistent quarterly filter change as required per the signed lease agreement. Resident/s agree/s to provide receipts showing the filter has been purchased each quarter.
  Resident/s agree/s to provide a picture showing the filter has been changed in the system.
  Resident/s acknowledges all responsibility for wear/tear and any damages caused by not changing the filter as agreed upon and required by the signed lease agreement.
  

  Additionally, your lease agreement also outlines the resident responsibility for maintaining a clean filter: "HV** Filters: TENANT shall keep all air conditioning filters clean and free from dirt and replace at least every three months"
  
  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, our additional review confirmed that the maintenance chargeback was accurate. The resident did not maintain the HV** equipment per our HV** agreement, leading to the required maintenance.
  
  Thank you,

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21717299
  
  I am rejecting this response because your team communicated to me that no one from your office would reach out to me until the holding fee was submitted. So if this is not your policy, you agents are misinforming clients. The listing was never even removed from the market before I communicated that we would not be proceeding, so no loss of clients or income from your perspective. It was less than 3 hours from when lease was sent to when we said we werent going to proceed. At no point in the process where we ever informed that the holding fee was nonrefundable, or I wouldnt have submitted it. Despite your agents, knowing of our short term situation and communicating the two term penalty, your lease also stated that we could not move out for any reason between the months of November and February. This was contrary to the terms discussed with your agent based on our situation and was deceptive. Not to mention the abundance of additional fees in your lease agreement, which were never disclosed to us.

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

  ental. Despite that they continued to take our money and wouldnt even show us the lease until we submitted the $500 holding fee. When we decided to no longer proceed, they told us both the application fee and the holding fee were nonrefundable. It is downright deceitful and bad business practice to force someone to pay you $700 simply to view the terms of your incredibly restrictive lease. I asked for the holding fee back since we are no longer going to rent there, and was told they would not.

  Business Response

  Date: 05/30/2024

  Dear ***************,
  Thank you for taking the time to share your feedback. We value our customers' opinions and are committed to providing exceptional service to all residents. We understand your concerns and would like to address them in detail.
  
  First, regarding the leasing process, please note that we can provide a sample copy of our lease agreement at any time during the pre-leasing process. The claim that you must pay $700.00 to view the lease is incorrect.
  
  Additionally, we do not offer short-term rentals. You were correctly informed about the two-month penalty for early termination. Any questions or concerns about the early termination policy could have been addressed before completing the application.
  
  The non-refundable $500.00 hold fee is required to finalize the lease and hold the property (taking it off the market) until your lease start date. Once a resident takes possession of the property, the hold fee is applied to their account as a credit.
  
  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. If you have any further questions or need additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, this situation could have been avoided with proactive communication of your concerns to our team before proceeding with the lease process and making nonrefundable hold fee and application payments.

  Regards, 

  Second Avenue Support Team

  
  

  Business Response

  Date: 06/17/2024

  Dear ***************,
  We acknowledge your dissatisfaction with our previous response and would like to address your concerns in more detail. Throughout the pre-leasing process, we were readily available to answer any questions and provide a sample copy of the lease agreement.
  

  Your primary concern appears to be the commitment to a 12-month lease term without the intention to fulfill it. As with most contractual agreements, there are stipulated penalties for early termination. You were accurately informed about the two-month penalty for early termination, and any questions regarding this policy could have been discussed prior to completing your application.
  

  As previously noted, the non-refundable $500.00 hold fee is a requisite to finalize the lease and is credited to your account once you take possession of the property.
  

  At Second Avenue, we are committed to delivering exceptional service and ensuring a satisfactory living experience. Should you have any further questions or require additional information, please contact our Resident Experience Team at ************ or via email at **********************************.
  

  In conclusion, this situation could have been prevented through proactive communication of your concerns to our team before proceeding with the lease process and making the non-refundable hold fee and application payments.
  
  Sincerely,
  Second Avenue Support Team