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

  222 Las Colinas Blvd W # 1650E Irving, TX 75039-5421

• 

  Second Avenue Realty Florida, LLC

  420 Nichols Rd Kansas City, MO 64112-2005

• 

  Second Avenue Realty Florida, LLC

  100 West Rd Towson, MD 21204-2331

• 

  Second Avenue Realty Florida, LLC

  71 S Wacker Dr Chicago, IL 60606-4637

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:04/26/2024

  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 have placed several complaints regarding the condition of a home I rented for this company without resolve. I placed several maintenance requests to fix the issues. The company not only refused to fix these issues, they did not allow me to exit the lease, kept my deposit and are trying to charge me for damages the home had previously attained. I am filing a formal complaint as I kept record of all of the communication attempts to the company. No one will call me back and I have never spoken with a person. They double charged me for utilities and I was unable to live in over half of the space of the home due to flooding and black mold. Please, I am asking for help.

  Business Response

  Date: 05/10/2024

  Dear ***************,
  Thank you for taking the time to provide us with your feedback. We deeply value the opinions of our customers and are committed to delivering exceptional service to all residents. We understand your concerns and would like to address them thoroughly.
  

  Regarding the maintenance issues you raised, our records indicate that we promptly responded to several work orders for the property and are currently in the process of resolving them. Some of these issues required the involvement of multiple vendors and service appointments. Contrary to your assertion, we did offer you options for lease release, which you chose not to pursue while the repairs were underway.
  

  You mentioned difficulty in contacting our team, but our call logs show multiple interactions with both our Support Team members and maintenance team supervisors.
  

  Concerning your utility charges, upon review of your account, it was found that you have outstanding water/sewer charges and vacant service fees for the billing period of 5/1/2023 - 3/1/2024. This occurred as the water service was not placed under your name as stipulated in your lease agreement.
  

  At Second Avenue, our goal is to provide an outstanding living experience for our residents, and we are committed to addressing your concerns promptly. Should you require further assistance or have any additional questions, please don't hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  

  In summary, our team is actively working to resolve your concerns, and we followed proper protocol in handling the various situations you mentioned.
  

  Sincerely,

  Second Avenue Management Team

• Initial Complaint

  Date:03/19/2024

  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 have rented from second avenue and my home was not maintenance ready or inspected before move in. We have a fence that was not fixed before move in, serve safety hazards on the stairs, no AC unit, no window screen in the window, trash all over the lawn, a bedroom with outlets/no light power, and a bathroom with no light power or outlets that work and I have made multiple attempts to have them fix all the maintenance that was suppose to be done but instead they are canceling request and not paying for the maintenance that was suppose to be done before move in.

  Business Response

  Date: 04/03/2024

  Dear ***************,
  Thank you for sharing your feedback with us. We highly value the opinions of our customers and are committed to providing exceptional service to all residents. We acknowledge your concerns and would like to address them in more depth.
  
  Regarding the maintenance issues present in your home upon move-in, we want to assure you that our objective is to deliver a safe, clean, and fully functional living environment. While we strive for perfection, it's important to recognize that occasional issues may arise. Rest assured, any issues impacting the habitability of your home will be promptly addressed. However, it's worth noting that some matters may be considered cosmetic or fall under the resident's responsibility.
  
  Our team is actively working to resolve these issues, with the aim of significantly improving the property's condition. At Second Avenue, we are dedicated to providing outstanding service and ensuring a positive living experience for all residents. If you have any further questions or require additional assistance, please don't hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************.
  
  In summary, we have followed the appropriate protocol for handling move-in work orders, including correctly canceling orders deemed cosmetic or "as is." We are continually collaborating with our vendor management department to address any outstanding concerns.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21453371
  
  I am rejecting this response because:

  
  The maintenance has still not been done on the property and we have been with electricity for a month in our bedroom and bathroom.

  I had to have the state inspector come out to push anything to be done at the residence. The property has failed the inspection in different parts of the home and the inspector has reached out to you all.
  
  The stairs did not pass and proposal has not even been accepted by second avenue to fix them. 
  

  I have had to pay fees from the month I moved in one of them being because I added a different payment to the Jiffy app and you all charged the card on file from when I used my deposit. I was charged $35 fee each time and now have a $107 fee from you all because my account was disabled and I have to send money orders all at your own fault. When I reached out to customer service I was denied for these charges to be taken off even though I did not use the card you all charged. 
  

  The cleaning before move in is not the residents responsibility as well as the maintenance to make sure the home is ready for move in. 
  I came to the home with glass pieces and trash bags full of trash in our yard, no one ever came to resolve this issue or pick it up. 
  

  I was not given any gutters prior to move in, the home slabs and roof was not fixed prior to move in, the fence was not fixed, no screens on the windows (this is getting fixed tomorrow), we do not even have an AC unit on the premises to have Air coming into the home during summer, we have no electric in one room and our bathroom, glass is all over the yard and I have an *** animal. These are all the things still wrong after Ive been requesting since I move in back in February it is not April.
  

  The Second Avenue has only cancelled things that is not my responsibility. If that was the case, then the repairs wouldnt be put in by maintenance technicians who do come and report it then Second Avenue approves them.

  I have also had several maintenance technicians come and say they came but take a picture of the property ( i am home or my partner) and then they leave. This is also a complaint I have made and why our electric is off still due to your maintenance.

  As a resident, I should be able to report maintenance and not have to depend on a maintenance to come and then you all only take a look once maintenance themselves request further maintenance. 
  

  These are all the reasons why I am declining your response.

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

  Business Response

  Date: 04/24/2024

  Hello ***************,

  We understand your concerns and response objections. However, it's important to emphasize that our team worked diligently to rectify the situation. While we strive to deliver safe, clean, and fully functional homes, we recognize that occasional issues may arise.

  We are committed to promptly addressing any issues that impact the house's habitability. However, certain cosmetic concerns may fall under the resident's responsibility or be considered "as is." As of now all work orders have been completed and/or closed. Please contact our 24-hour maintenance department at ************ if you have any additional maintenance concerns.

  Regarding your online payment concerns, please note that we do not have access to your banking information. The resident is the only user who can input and select payment information. Unfortunately, you have submitted two non-sufficient funds (NSF) transactions and incurred NSF fees for these returned payments. Per policy, after two NSF transactions, your online portal is disabled, and you will need to mail in your rent in certified funds.

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

  Thank you for your understanding and cooperation.

   

   

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

  Resident Experience Manager

  

  A: ************************************************** 

  E: **************************************

  C: **************

  W: www.secondavenue.com 

   

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21453371
  
  I am rejecting this response because:
  I have a registered *** and defense still has not been fixed. I still cannot let my dog outside because you guys failed to fix the fence before moving, had someone come out to fix the fence but did not have them come out to add to the missing part of the fence. Once this is complete, I will accept your response. But, until then, all of the matters are not fixed like you stated above you continue to cancel maintenance request that are not Completed. It took me having to call an inspector to the home to get anything resolved through your maintenance. As for my ledger account, I did Input my card, your system charge a different card that I did not have the funds on in which I used for the deposit and that is why my ledger account has been deactivated. 
  

  I also continuously keep getting charged fees even whenever I do send a money order to you guys, so I have made it known to the support that I will not be paying these additional fees and I have sent off my rent which I have not paid the base pay of my rent since move-in because you guys keep adding on fees. As of today, April 30 I have sent the rent for $1075 and I ask that My fence is completed and a maintenance request is input as I was told it would be fixed. You guys put in the request and then canceled it and continue to cancel every time I put in a request. 
  

  I have also spoke with the actual maintenance that comes to my home and they have let me know that all of the maintenance request are being denied by you guys because you do not want to pay for it and that this is a common thing among your company. 
  If I have to go further with legal action I will as this is regarding an emotional support animal And does not fall within the lease agreement for me to have to fix.
  Sincerely,
  *************************

• Initial Complaint

  Date:03/11/2024

  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 had just rented a home from this company, the home was not in move in condition. It was not cleaned keys were not left for us to have as the tenants. I had emailed all my concerns with pictures and nothing was done for about 8 days. When I called I was placed on hold for an hour waiting for a supervisor to call me. Then once I did speak to a supervisor I was told that they ordered the wrong cleaning and that's why it was not completed. Still not a solution. The cleaning supervisor was supposed to call but could not promise cleaning with in the next week (2 weeks after move in).

  Business Response

  Date: 03/19/2024

  Dear *****************,
  Thank you for taking the time to share your feedback with us. Your opinion is highly valued, and we are committed to providing exceptional service to all our residents. We understand your concerns and would like to address them thoroughly.
  
  Regarding the cleanliness issue during your move-in, we sincerely apologize for falling short of our standards. Despite the home being cleaned by our third-party vendor before your arrival, it is evident that the result did not meet our expectations. To rectify this, we have offered a concession to expedite the cleaning process and offset associated costs.
  
  We also want to address the response times of our team members. We acknowledge the importance of swift action, especially during the moving process. Our records indicate that your initial contact with the onboarding team was on 03/05/2024, followed by further discussions with both the onboarding and maintenance teams on 03/08/2024. The concession was applied to your account on 03/11/2024.
  
  While we strive to deliver safe, clean, and fully functional homes, we recognize that occasional issues may arise. We are committed to promptly addressing any issues that impact the habitability of the home. However, certain cosmetic concerns may fall under the resident's responsibility or are considered "as is."
  
  At Second Avenue, our aim is to provide outstanding service and ensure a pleasant living experience for all residents. If you have any further questions or require additional assistance, please don't hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  In summary, we acknowledge the cleanliness issue and have taken steps to address it promptly. Our team remains committed to resolving any outstanding concerns and ensuring your satisfaction.
  
  Sincerely,

  Second Avenue Support Team

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21406910
  
  I am rejecting this response because: I was still not able to occupy the home prior to March 11 when I started paying to occupied home as of March 1st. I was told by a supervisor that I would be compensated for the days that I was not able to be in the home due to the cleanliness and I already have a bill of $400 just to have the carpets cleaned. When I spoke to the maintenance person, she told me that the $200 stipend that I received had nothing to do with the time that I was not able to occupy the home. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/28/2024

  Hello *****************,
  We understand your concerns and response objections.However, it's important to emphasize that while the cleanliness of the home may not have met expectations, it did not impede the livability of the property.You had the option to move in on your lease start date of 03/01/2024 and address any cleaning needs while occupying the home.
  
  We acknowledge that the cleanliness fell short of our company's standards. Our team worked diligently to rectify the situation and offered a credit to expedite and offset the associated cleaning costs. It's worth noting that the $400.00 cost mentioned stemmed from the vendor and work you arranged. We provided a $250.00 credit, which is typically sufficient for a standard deep clean of a home.
  
  At Second Avenue, we are committed to delivering exceptional service and ensuring a positive living experience for all our residents. Should you have any further inquiries or require additional information, please feel free to reach out to our Resident Experience Team at ************ or via email at **********************************.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21406910
  
  I am rejecting this response because: I was instructed to send pictures of the home and wait for further instruction from your team at second avenue regarding the cleaning. It took your staff over a week to even give me an update after I was told to wait. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/17/2024

  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.

  My husband and I moved into this rental property August 15, 2023. Immediately upon moving in we noticed may issues with the house. The house is brand new, and everything is under warranty but still requires work order from landlord to repair. There is an issue with the kitchen sink, one side of the is disgusting and no matter what i do it doesn't clean up. The roof is messed up any time it rains the roof dumps ALL the water right over my front door so if someone were coming to my front door (only door to enter the house) the person (s) would get totally drenched in rainwater. I spoke with the roofer, and he told me that should not be happening and that the roof needs adjustment. He needs a work order to repair the roof. The doors lack proper weatherstripping (large gaps where sunlight can be seen through). shower tile grout is all cracked all over, front door lock is missing the metal stopper frame to hold the lock mechanism. The whole house floor was not polished properly and there are huge spots which look scratched. The landlord maintenance people have been telling me since August **************************************************************************** It's been 5 months since the landlord has been telling me this and I have yet to hear from the builder. I have requested the builder information so that I may contact him, and they ignore that request, I believe that these people are in violation of the "landlord/tenant Act of 1985." I am repeatedly told these are all under warranty, but they are not following through with the builder, and I have not been given his contact number or name as requested. I have sent all pictures of these issues to the maintenance **** of the landlord.

  Business Response

  Date: 02/06/2024

  Dear *****************,
  Thank you for taking the time to provide us with your feedback. We highly value the opinions of our customers and are committed to delivering exceptional service to all our residents. We acknowledge your concerns and would like to address them in detail.

  Firstly, regarding the condition of your home at move-in, we strive to ensure that each residence is safe, clean, and fully functional. However, it's important to recognize that perfection isn't always attainable, and occasional issues may arise. If any issues affect the habitability of your home or fall under the builder's warranty, rest assured they will be promptly addressed. However, some items may be considered cosmetic and may not be covered by the warranty, in which case they are deemed "as is" or would the responsibility of the resident, depending on the nature of the issue.

  Additionally, we did not receive a move-in condition form, which could have facilitated a quicker resolution to the maintenance issues. As previously stated, certain cosmetic defects are considered "as is" items, and there are reminders before entering into the lease agreement to thoroughly inspect the home. Service requests falling under these designations will be automatically canceled.
  

  Our team is diligently collaborating with the builder to address any issues covered by the builder's warranty. This ongoing effort aims to resolve the majority of property-related issues.
  At Second Avenue, our goal is to provide exceptional service and ensure a pleasant living experience. Should you have any further questions or require additional information, please don't hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************."
  

  In summary, we followed the correct protocol for processing builder warranty-covered work orders, and cosmetic or "as is" issues were appropriately addressed. We remain committed to working with the builder to resolve any outstanding concerns.
  

  Warm regards,

  Customer Answer

  Date: 02/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  They repaired the front door issues. The double sink the left side still nasty they refuse to replace it. The dishwasher front messed up, its all plastic not hold up. There are many tiles throughout the house that were not properly buffed out. Grout in master bedroom falling out. Thats only the beginning!

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

  Business Response

  Date: 02/21/2024

  Dear *****************,
  We understand that you may not accept our response, however, as we previous mentioned, we strive to ensure that each residence is safe, clean, and fully functional. It's important to recognize that perfection isn't always attainable, and occasional issues may arise. If any issues affect the habitability of your home or fall under the builder's warranty, rest assured they will be promptly addressed. However, some items may be considered cosmetic and may not be covered by the warranty, in which case they are deemed "as is" or would the responsibility of the resident, depending on the nature of the issue. Certain cosmetic defects are considered "as is" items, and there are reminders before entering into the lease agreement to thoroughly inspect the home. Service requests falling under these designations may be automatically canceled.
  
  Our team is diligently collaborating with the builder to address any issues covered by the builder's warranty. This ongoing effort aims to resolve the majority of property-related issues.
  At Second Avenue, our goal is to provide exceptional service and ensure a pleasant living experience. Should you have any further questions or require additional information, please don't hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************."
  
  In summary, we followed the correct protocol for processing builder warranty-covered work orders, and cosmetic or "as is" issues were appropriately addressed. We remain committed to working with the builder to resolve any outstanding concerns.
  
  Warm regards,

• Initial Complaint

  Date:01/03/2024

  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.

  My daughter got lead poisoning from the home and the hot water heater wasnt working for two months they called someone out to fix it they looked at the water heater and never came back. We wrote them and also called and told them lead remediation needed to done because it could affect my daughters ability to learn and function because the levels in her blood were higher and before we moved there she had no lead detected in her blood. We were never provided and escrow account for where our deposit was at all. We were told we were on month to month rent after they sold the home and switched properties managers around so many times to avoid things being fixed in the home. So we gave them a warning to please come look at the lead fix the home and water heater and provide and escrow account they wouldnt so we moved for my daughters safety and to have hot water. They now wont answer the phone or give us our deposit back this house is ********** ** and they wont respond or answer the property management is out of ***** and its through second ave. The calls are recorded where they told us its not there problem the house has lead in it.

  Business Response

  Date: 01/22/2024

  Dear *****************,
  Thank you for sharing your feedback with us. Your insights are invaluable as we strive to consistently enhance the living experience for all residents. We want to address the concerns you raised regarding the work order history and ledger charges.
  Firstly, in regard to your work order history, our maintenance records indicate that all requests were addressed promptly.However, our affiliated vendors noted difficulties in scheduling your service.The vendor responsible for the hot water work order confirmed that the pilot was successfully relit, and the system was functioning correctly. We do not have any records of lead testing or remediation work order requests for your home. Additionally, no information regarding the presence of lead was provided by the previous property manager before or during the transfer of management in November of 2023.
  Concerning ledger charges, month-to-month status, and deposit matters, all transactions were handled in accordance with your lease agreement. While you mentioned being on a month-to-month lease, our records show an end date of 02/16/2024. Unfortunately, no supporting documentation was provided to verify the month-to-month status. As per the lease, early termination requires a 60-day written notice and incurs a termination fee,which was appropriately charged. Additionally, post-move-out damage fees were applied due to the condition of the home.
  Contrary to your claim of non-communication, our call logs indicate multiple attempts by our support manager to reach you. Unfortunately, a voicemail could not be left as the mailbox was not set up. An email follow-up was also sent.
  At Second Avenue, delivering exceptional service and ensuring a positive living experience is our top priority. Should you have further questions or require additional information, please feel free to contact our Resident Experience Team at ************ or via email at *********************************** We are here to assist you in any way possible.
  In summary, we made every effort to promptly address work orders, and all ledger charges align with the terms of the lease. Our commitment throughout this process was to maintain transparent communication and adhere to correct procedures.
  Best regards,

• Initial Complaint

  Date:12/04/2023

  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.

  Moved into the home Dec 22nd for 2 months we had no working Stove or oven. The Fridge did not work for a month the company does not want to offer you and type of credit for the inconvenience. They sent multiple technicians to negotiate prices. You have to keep taking off work to let the techs who never fix anything come in just to check. They home was wired wrong and still the appliances still barely work. The ** did not work in June for 3 weeks my family had to live in a hotel. My lease is up at the end of December and Ive already been charged a month to month fee on my December's rent. After I have already submitted the notice to vacate. You can call them and all you get is different answers. They have the worse attitudes ever as if youre bothering them when youve been struggling in their bad rental properties. Dont walk Run !

  Business Response

  Date: 12/07/2023

  Dear *******************,
  We deeply value your constructive feedback, an integral component of our ongoing commitment to delivering an exceptional living experience for all residents. We aim to address your specific concerns related to both prior work orders and current rent charges.
  

  Firstly, with respect to your apprehensions about December's rent charges, it is pertinent to highlight the lease requirement of providing a 30-day written notice before the lease end date. Regrettably, the notice provided fell short of the stipulated period. Consequently, you are held accountable for a full 30 days, comprising 21 days at your current rent rate, along with 9 days at the month-to-month rent amount and associated fee. Following a meticulous review, your ledger has been affirmed as accurate.
  

  Secondly, regarding your concerns about work orders, a comprehensive examination of the work order history reveals significant efforts to address your issues promptly. Unfortunately, unforeseen delays occurred due to challenges in vendor coordination and supply limitations. In response, our internal maintenance department expedited the resolution of the work orders, successfully addressing the issues. Regarding the claim of a three-week ** issue in June, we could not locate work orders for those specific dates. However, an ** work order from April pertained to a mini-split unit in a bonus room, which did not impact the ** in the rest of the home.
  

  Contrary to the assertion that no concession was provided for prolonged appliance-related issues, you were granted a substantial rental concession of $2,400.00 on 04/05/2023.
  At Second Avenue, our paramount focus is on delivering outstanding service and cultivating a *************** environment for our residents. Should you have any additional questions or require further information, please feel free to contact our Resident Experience Team at ************ or via email at *********************************** We are dedicated to assisting you in any way possible.

  In summary, our team diligently supported addressing your concerns and maintenance issues. The lack of timely notice to vacate has resulted in rent responsibility for the required 30-day notice period. Additionally, the claim that we did not offer a concession for the period without appliances is inaccurate, as a substantial concession was indeed applied to your ledger. Throughout this process, our goal has been to uphold transparent communication and adhere to correct procedures.
  

  Warm regards,

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Real ****************** Complaint Number: ********** Incident Date: 11/22/2023 Description: On Nov. 22, 2023 @ Approx. 11:58 am, a man,being recorded by my outdoor security camera, was trespassing on my property and photographing my bedroom window. There were two men at the vacant property next door to me. Both were driving two separate red and white vehicles. I contacted the property owner, SECOND AVENUE REALTY FLORIDA LLCPrimary License Location Address*:************************************************************************************* Main Address*:********************************************************** Mailing Address*:************************************* and spoke with Ava ******************************************************* and sent her the camera video. ***************** informed me that the man was one of their vendors from Inside Maps who was doing a 3D tour of their property @***************************************************. I spoke with ********************* of Inside Maps who said that the man only used their app and was not an Inside Maps scanner. While I had ********************* on the phone, I called Second Avenue and the call was abruptly disconnected by Second Avenue.Second Ave has not revealed to me the identity of this man or the company that he works for so that I can speak with his company concerning this violation of privacy.

  Business Response

  Date: 12/06/2023

  Dear *****************,
  We deeply value your constructive feedback, as it plays a pivotal role in our ongoing commitment to fostering positive relationships as responsible members of the communities we serve. We acknowledge your concerns regarding a vendor taking photos at the property adjacent to yours.

  Upon investigation, we have verified that an approved third-party vendor was indeed present at our property on November 22, 2023, capturing marketing photos. The video you provided us shows the vendor taking 3D exterior scans of our property. Contrary to your assertions that the vendor crossed the property line to photograph your premises, we assure you that such actions were not the vendor's intent.

  At Second Avenue, our dedication to delivering exceptional service and ensuring a positive living experience . Should you have any further inquiries or require additional information, please feel free to reach out to our Resident Experience Team at ************ or via email at *********************************** We are committed to assisting you in any way possible.

  To summarize, the approved vendor may have inadvertently crossed the property line while capturing marketing photos of our property, as observed by the neighbor's camera facing our property. Throughout this situation, our team consistently prioritized transparent communication and adherence to correct procedures.

  Warm regards,

  Customer Answer

  Date: 12/07/2023

   
  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:11/10/2023

  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.

  10-27-2023. Our furnace did work from the start of when we occupied the home. All though we did not use the heat during the warmer months. We hen the temperature dropped we found out the the control board and a pressure switch were not in working order So then we were told that an appraisal would have to be submitted to have the work done and that has been there in going situation. It has now been 3 weeks with no heat and I have put my money in an escolar account until this gets fixed. I have been told many times that they are making the an emergency work order but they have failed to prove that to me. We pay a very high amount to rent this home and they have failed to hold up them end of their portion of the contract.

  Business Response

  Date: 11/27/2023

  Dear ****************,
  We sincerely appreciate your valuable feedback, which plays a crucial role in our continuous commitment to providing an exceptional living experience for all residents. We want to address your concerns regarding the work order for your furnace.
  

  To provide clarity on the timeline and actions taken to resolve the issue, your initial work order was submitted on 10/28/2023 at 10:30 PM. Our vendor management department initiated service coordination on 10/29/2023, and a vendor was onsite by 10/31/2023.
  

  During the initial visit, it was determined that the furnace required replacement parts. Unfortunately, the necessary part was not readily available and had to be ordered, causing delays. Due to these delays, we offered a temporary heating unit credit to ensure you had a heating source while the furnace was being repaired. Regrettably, this offer was not accepted.
  Our team diligently followed up with the vendor to expedite the resolution process. However, due to further delays with the initial vendor,a second vendor was assigned the work order and successfully resolved the issue.

  At Second Avenue, delivering outstanding service and creating a pleasant living experience for our residents is our top priority.Should you have any additional questions or require further information, please do not hesitate to contact our Resident Experience Team at ************ or via email at ************************************* are here to assist you in any way possible.
  In summary, we exerted every effort to promptly address the work order. Unforeseen delays in obtaining the necessary parts were encountered, due to these delays we offered a temporary heating credit, which unfortunately was not accepted. Throughout the process, our aim was to maintain transparent communication and adherence to correct procedures.
  
  Warm regards,

• Initial Complaint

  Date:11/08/2023

  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.

  ******** one of the house from second ave back in august. With the agreement the back yard will have fenced installed. It was approved 8/3/23. We moved in and as of today no fence at all. Make long story short, second Ave let us back out of the lease without any penalty. But we just got noticed of eviction due to November rent is not paid yet. Due to second Ave could not deliver the fence now we lost our pet deposit $900 and moving expenses which will incur one more time. We asked to use our security $4k to apply to November rent since we have to move again. But anything except an eviction notice (which is not even a week late yet). $213 late charges. Which like 10% of rent. We feel threaten and disrespected. What kind of company is this. I emailed the lease agent on this house, all she said was why I am contacting her. Seriously??

  Business Response

  Date: 11/13/2023

  Dear *********************,
  We sincerely appreciate the time you've taken to share your valuable feedback with us. Your input is crucial in our ongoing commitment to ensuring an exceptional living experience for all our residents. We want to address the concerns you've raised regarding the fence installation delays and your early lease termination in a detailed.
  
  Firstly, we acknowledge the unforeseen delays with the fence installation and understand the frustration this may have caused. In recognition of this inconvenience, we issued a rental concession for the fence premiums paid during the months without the fence. Despite our continuous efforts with the fencing vendor to expedite the installation, we were unable to come to an agreed-upon timeframe for installation, which lead to your request for an early lease termination. The mutual release date was set for 11/30/2023.
  
  Regarding your claim of eviction for unpaid rent, it is essential to clarify that residents are responsible for rent until the lease termination date, and all lease terms remain applicable until then. In line with this policy, November's rent was posted to your ledger on 11/01/2023.Unfortunately, the rent was not received, resulting in the application of applicable late fees. Following protocol, a 3-Day Notice was posted when rent remained unpaid.
  
  Concerning your request to apply your security deposit to outstanding rent, it's important to note that a security deposit is only released or applied only after the lease concludes, and the post-move-out inspection and security accounting are completed. Additionally, the "pet deposit"mentioned is a non-refundable fee, not a deposit.
  
  At Second Avenue, our top priority is delivering outstanding service and creating a pleasant living experience for our residents. If you have further questions or need additional information, please feel free to contact our Resident Experience Team at ************ or via email at ************************************ We are here to assist you in any way possible.
  
  In summary, we made every effort to provide a satisfactory resolution to the situation, accommodating your request for an early lease termination. Unfortunately, the resident's rent payment responsibilities were not upheld through the lease termination, leading to the application of appropriate late fees and rental collection actions. Throughout the process, we aimed to maintain thorough and transparent communication while ensuring adherence to the correct procedures.
  
  Warm regards,

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a text message with chargebacks holding me responsible for the amount of $3,053.50. I came home 8/9 to my ceiling raining in the kitchen. I contacted my ********************* immediately. I provided my an updated email with photos to support what was occurring in the home to both. My ceiling was still in tack but could tell it was trying to buckle. 1st a plumber confirmed it was my A/C & flooding in the attic. 2nd company handled the A/C & 1st water extraction then confirmed fixtures. 4 hours later ceiling came down eventually finding out the pipe froze & flooded again. ***************** (discoloration) everywhere leading us to contact our renters insurance company for temporary housing. I paid the complete rental amount for the 1 1/2 month we didnt reside there. The ceiling & repair company expressed he felt uneasy repairing what looked like it was repaired unmercifully. He confirmed my cabinets had prior water damage as I originally stated on my move in inspection sheet. I requested a concession for our absences & was emailed I am being partially responsible for what occurred. Its been more than 2 weeks without cabinets in the kitchen making it uncomfortable to utilize. The real cause was the ** floater not placed properly to begin with. Theyre stating that they sent me a notification that I never received. As page 14 of my leasing agreement number 17 (17.1, 17.2, & ****) states the landlord has full access to the home in such cases. If theres failed communication, why wasnt this implemented? After reviewing my inspection sheet, I DID list my concerns of possible water damage to the ceiling in each room, cabinets with complete water damage in those areas & the position of the outside a/c unit. All listed on my move in inspection sheet submitted by the deadline of 3/10. It states anything that wasnt noted they may hold the tenant responsible. It was noted! There were too many measures that could have avoided this from occurring before notification.

  Business Response

  Date: 10/24/2023

  Dear ****************,
  We sincerely appreciate the time you have taken to share your valuable feedback with us. Your input is highly important to us, as we are committed to ensuring an exceptional living experience for all our residents.We fully understand the concerns you have raised and would like to provide you with a more detailed explanation regarding your maintenance charge back.

  First and foremost, we'd like to address the dispute pertaining to your maintenance chargeback. This issue is directly related to the extensive damage incurred due to a delayed reporting of an AC leak. Our records indicate that a high humidity notification was dispatched to you on 07/01/2023. However, a work order request wasn't submitted until 08/10/2023,which transpired over 30 days from the initial notification of a potential issue. It was during this intervening time that water accumulated in the ceiling and walls, resulting in substantial damage, and necessitating extensive remediation and reconstruction work. Had a work order been initiated immediately upon receipt of the initial high humidity notification, the majority of the damage could have been averted. As outlined in your lease agreement, "Tenant shall immediately report, in writing, any damages or defects that occur on the PREMISES, including but not limited to, broken toilets, appliances, air conditioning, hot water heater, or water leaks of any kind." The failure to promptly report the leak is the primary contributing factor to the extensive damages.

  At Second Avenue, our paramount priority is delivering exceptional service and fostering an enjoyable living environment for our residents. If you have any further queries or require additional information,please do not hesitate to reach out to our Resident Experience Team at ************ or via email at ************************************ We stand ready to assist you in any way we can.
  

  In summary, our team diligently endeavored to address your maintenance concerns in a timely manner. However, the delay in reporting the issue led to extensive damage and, consequently, the initiation of a maintenance chargeback. Throughout this process, we were steadfast in providing comprehensive and transparent communication, ensuring that the prescribed procedures were duly followed.
  
  Warm regards,

  Customer Answer

  Date: 10/29/2023

  Its *********************************. I disagree & will absolutely dispute the companies false allegations as I have all my supporting documentation to attest otherwise. At this point, Second Avenue has breached their own contract in bad faith. Not only are yall breaching page 7 num. 7 (Conditions of Premises), page 10 num. 12 (Maintaince & Repairs) & page 14 num. ****, **** & **** (Access Of Premises) but your contradicting page 13 num. ***** (Attic Access). Ive noted these issues in my move in inspection sheet signed by ********************* & it states in your leasing agreement were strictly prohibited from accessing the attic so theres absolutely no way I nor my family couldve reported the active leak that occurred in that area. As for num. 12 Maintaince & Repairs solely holding tenant responsible if its caused by tenant. This wasnt caused by me at all even to hold me partially at fault for now the amount of $5,336.93! Lastly, it states on page 14 that the landlord &/or its vendors has the right with proper notification to access the home in such cases like tenant consent & emergencies. I immediately notified Second Avenue on 8/9 as ********************* stated not 8/10 when I returned home & walked into the kitchen ceiling leaking. Ive continued to do my part as a tenant & still have been paying rent in full faithfully. Im being told two conflicting dates which shows unprofessionalism with the company. As it stands, each certified technician of your choice has confirmed theres multiple issues such as black mold in the home, termites in the back near the septic which backed up recently & Im still waiting on repairs to be done till this day where your technicians confirmed theres foundation & drainage issues which happens to explain why those cabinets I stated had pre existing water damage indeed had. This home has been an inhabitant & unsafe dwelling since moving in. Its absurd to have tenants wait 3 months or more for repairs & think its diligent. This company has & is still neglecting several issues/repairs. They are in violation of multiple codes such as ga code 44-7-13 which states The landlord must keep the premises in repair. He shall be liable for all substantial improvements placed upon the premises by his consent. In the ****************, something major like this is the landlord responsibility especially when originally it was neglected & unaddressed upon move in. I also took the liberty to provide just 2 photos (one of the septic and one of the riser) located in back of the home since there were no photos uploaded under the septic work order documented & the white floating termites in that filth resembles what was under the cabinets in the home as well. Thank you!