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

  100 West Rd Towson, MD 21204-2331

• 

  Second Avenue Realty Florida, LLC

  71 S Wacker Dr Chicago, IL 60606-4637

• 

  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

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:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The utilities have been transferred out of the rental companys name. I sent in the proof months ago. I was told that my account would be credited. There has not been any type of credit to this day. Instead of a credit you all have continued to charge me for a set up and utilities fees. I dont know what the h*** is going on. I have a bill from the utility company Unigas for me to make a payment to them and I also have been charged once again on my account ledger with you all. I will make my rental payment of $2070. Im expecting for my account to be corrected and for somebody to reach out to me and explain what in the world is going on. I was also informed by your company MONTHS ago I would receive a credit on my account due to moving into this property April 2023, every month there was/is a recurring air filter fee and I had not received any filters. After I made the inquiry, I was asked what was my address and what size filter did I need so that you all could start mailing me the filters. Needless to say, I have received one filter and was advised I would receive one filter every three months, but my account ledger is being charged every month for one filter. As of today, I am still being charged by the utility company and the rental company. The rental company refuses to remove the fees.

  Business Response

  Date: 09/22/2023

  Dear ***************, 
  We sincerely appreciate the time you've taken to share your valuable feedback with us. Your input is very important to us, as we are committed to ensuring an exceptional leasing experience for all our residents. 
  

  We fully understand the concerns you've raised and would like to provide you with a more detailed explanation regarding your utility charges. 

  In accordance with the utility and service addendum within your lease agreement, it is required that residents set up utilities in their name within three days of their lease start date. Failure to do so results in a monthly fee of $50.00 per utility until the service is transferred into the resident's name. Additionally, there is a one-time account setup fee of $25.00, which covers administrative, billing, overhead, and other associated expenses incurred by the Landlord during the establishment of new accounts. Moreover, there is a monthly service fee of $9.00 for each bill, which covers administrative and billing expenses incurred by the Landlord for providing billing services for utilities still under the Landlord's name. You will also be billed for your actual utility usage. 

  Regrettably, the gas utility remained under Second Avenue's name from April 2023 until July 2023, resulting in the charges and fees mentioned above for failing to transfer the gas utility into your name during that period. 
  

  At Second Avenue, our priority is delivering outstanding service and creating a *************** experience for our residents. If you have any 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 summary, the utility charges applied to your account are accurate and are clearly outlined in the utility addendum, as well as the move-in packet you received. 
  
  Once again, we thank you for bringing your concerns to our attention. Your satisfaction is our priority, and we remain dedicated to addressing any further inquiries or issues you may have. 
  
  Warm regards, 

  
  

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20588600
  
  I am rejecting this response because:
  The utility services were transferred out of the owners name July 3, 2023. To this day (September 23, 2023) the company continues to charge me monthly services for having the utilities in their name, which is in accurate. The utility charges are automatically added to my rent ledger, I am also receiving a bill directly from the utility company. Regardless, to what the response is on the Better Business Bureau website from this company is very unprofessional and their only concern is collecting as much money from you as possible. The whole process is a rip off as they continue to charge monthly a vacant property fee ($50) + an account setup fee ($25) + the utility charge when they have received the documentation that the utility service has been transferred to my name as of 7/3/23. 
  The company also continues to add a $10 smart filter charge to my account ledger every 30 days. I have only received two filters since April 2023. When I asked about it, I was told that they needed my address to give to the vendor and also ask what size filter did I need. They have an answer that benefits them. Complete RIP-OFF!! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/28/2023

  Dear ***************,
  We appreciate you taking the time to share your additional feedback. We understand your concerns and would like to address them in more detail.
  Regarding the utility charges on your account from the previous month, these pertain to the utilities used from June 1, 2023, to June 29, 2023. It's important to note that this usage period occurred before the transfer of utilities into your name on July 3, 2023. Please be aware that we may receive bills from the utility provider for up to 60 days after the service period.
  
  Additionally, regarding the monthly HVAC filter charges. You will be billed every month and receive filters every three months. The high-quality filters we provide are to be replaced every three months. These high-efficiency filters are designed to enhance the performance of your HVAC system. While we strongly recommend participating in the filter program for optimal system functioning, we do allow our residents the option to opt-out if they so choose.
  
  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 **********************************.
  
  In summary, the utility and filter program charges were correctly applied to the residents ledger based on the service period of the utility and the timing in which Second Avenue receives the bill for the third-party utility billing processor.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:09/05/2023

  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.

  I signed a rental lease for a property in Anna, TX with the company. Prior to this, I had previously sent a deposit/hold for a different location and was told that that $500 would be transferred to the new property. After paying rent they then starting emailing that I was short $500. It took almost two weeks to get that resolved. The following month, they claimed I owed them $150 in utilities, when I had transferred it to my name. I pointed out a flaw in their lease agreement in which they met me half way and accepted $75. The next month, I paid what their “pay now” section showed on their web portal. They then emailed me saying I had a remaining balance of $500 After a lot of back and forth, I received an email stated that their systems had a glitch and weren’t synching properly and that I did not have a balance due and from that point pay only what the “Pay now” section said (see attached email.) The following month, I did just that and yet again was contacted saying I owe $500. I was asked to forward my documentation over for the 2nd time, which I did. I never received a return call or email. Now yet another month, (September) the same $500 shows. I paid more than 1/2 the rent ($1500) early and went to pay the remainder of rent on 9/3/23 at 11:39 pm and it was disabled not allowing me to pay. I received a late notice at 2:35am. The late payment was based on EST an I’m an hour behind. It was still the 3rd for me. My front door lock code stopped working that morning also. I am not able to enter my home through the front door. They also charged me a late fee of $239. They have demanded payment via money order/cashiers check to be overnighted, refusing to let me pay online. Our contract does not state that this is what I have to do. Every month it’s been an issue and I’ve only been here going on six months. I tried calling this morning and was placed on hold for over 15 minutes with no one ever picking back up.

  Business Response

  Date: 09/11/2023

  Dear Mrs. ********, 
  We appreciate you 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.  
  We want to address your concerns regarding a lack of communication or response from our support team. Per our records, our Resident Experience Manager spoke to you on August 8th and reviewed your concerns. The Resident Experience Manager sent a follow-up email addressing your concerns and a breakdown of your ledger. As mentioned in the ledger breakdown, the previous balance of $500.00 was not related to the original $500.00 hold fee credit. The $500.00 balance beginning in August was due to your partial rent payment on June 29th of $2,042.48 (monthly rent is $2,395.00); this left a balance of $352.51, on June 30th utility charges of $31.94 (electric), and $95.54 (gas) were posted to your ledger, which bought your balance to $480.00. The monthly pet rent of $20.00 brought your ledger balance to $500.00 ($352.51 + $31.94 + $95.54 + $20.00 = $500.00).   
  We want to address your claim that your portal was disabled before midnight your time due to a time zone difference.  Our system records show that your account was disabled on September 4th at 2:31 AM EST (1:31 AM CST/your time). Per company policy, the online payment portal is disabled once rent is late. Late rent payments must be paid via certified funds and mailed to our corporate office.  The Support Team has provided additional instructions for mailing in rent payments. 
  As stated in our lease agreement, rent is due on the first of every month with a grace period until the 3rd; there is a 10% late fee applied on the 4th of the month. Our records indicate that September’s rent has not been received. This resulted in the late fee of $295.50, which amounts to 10% of your base rent of $2,395.00, which was correctly charged to your account.   
  As for your issues with your electronic front door lock, the lockbox was automatically disabled due to too many incorrect password attempts. For issues with your electronic front door lock, please contact our Resident Support Team or SmartRent directly via email at [email protected] or their website at ****************************** 
  At Second Avenue, we strive to maintain and deliver a stress-free living experience and extraordinary service.  If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ ** *** ***** ** ************************* 
  To summarize, we followed the correct process and policies for late rent payments and rent collection. After additional review, the ledger balance is correct, and fees were accurately applied to your account. 
  Thank you again for bringing your concerns to our attention. 

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Theres a gas leak from the stove the fire department and gas company inspected the line and turned the gas off until the stove is replaced. We are renting this home from this property management company and its been weeks with no stove. I have 4 kids unable to cook for them for months. This should be considered criminal. Please help. Thanks.

  Business Response

  Date: 08/05/2023

  Dear **************,
  We appreciate you taking the time to share your feedback. We value our residents opinions and strive to deliver superior service. We understand your concerns and want to address them regarding the stove repair work order.

  
  We first received the work order for the stove on July 5th at 9:15 PM EST; on July 6th at 9:15 AM EST the work order was submitted to our local affiliated vendor; the vendor scheduled a service appointment for July 7th.  During the service appointment, the vendor determined that the stove was covered under warranty. The vendor's technician provided the required information to file a warranty claim with Whirlpool *****************************.

  
  Unfortunately,the Whirlpool ***************************** had delays sourcing the required parts to fix the stove. Our team consistently contacted the ****************************** for updates and requested that the matter be expeditedthe ***************************** cited supply chain issues as the cause for the delay. We confirm that Whirlpool *****************************s vendor has scheduled service for August 10th,2023.

  
  Our Resident Experience Support line operates with a fully staffed team available Monday to Friday, from 8:00 AM to 5:00 PM EST, at ************ should you ever have any questions. At Second Avenue, we strive to deliver great service and be responsible members of the communities we serve. 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 took prompt action to address the work order. Our team took the necessary action to provide updates from the third-party vendor handling the work order.Unfortunately,due to circumstances outside our control, there were delays in resolving the issue. Thank you again for bringing your concerns to our attention.

• Initial Complaint

  Date:03/29/2023

  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.

  Since I've moved into this house I've had issues with my ** unit not working properly. After several attempts to get the situation rectified finally my work order was answered and an company was sent out that had to completely replace the ** UNIT. Upon installing the new ** unit by the company I received an electric bill of $720. I called the company back and spoke with ************ **** CONCERNING bill he then came back out and noticed something was wrong ,went upstairs into the closet and fixed it then the ** began to work properly.At that time he was asked about whom will be paying this bill since my electric bill only reaches $160 monthly and obviously this was his companies fault. I called second avenue and was told to send verification/proof of this tremendous jump which even Teco verified and saw with dates and the rep I spoke as well at second avenue. I obtain the documents from **** showing all this occurred from time this company started working on the ** in the house to only receive an email from second avenue telling me that I had to pay this bill from the company lying to them about how the amount occured. I run my ac the same as I always do and have proof my bill never ever reached this amount and by his second visit proved there company caused it. Second avenue is trying to hold me accountable for this bill with no type of help though it wasnt any fault of my own which is not right this company is proving all the reviews I've now read are accurate and they don't care about their residents I seek full payment of this bill

  Customer Answer

  Date: 03/30/2023

  THIS IS MY SECOND COMPLAINT CONCERNING THE INSTALLATION OF AN ** UNIT PROVIDED BY THE COMPANY (A & Y ******************* Services ****************** WHICH WAS SENT OUT BY SECOND AVENUE LANDLORDS TO CHANGE AN ** UNIT. THIS COMPANY ISNT EVEN AN REGISTERED COMPANY AND WAS SENT TO MY HOME TO DO AN MESSED UP INSTALLATION AND RAN UP TWO ELECTRIC BILLS TOTALING $720 AND CURRENT BILL OF $525. MY BILL HAS NEVER BEEN THIS HIGH FROM PROOF OBTAIN BY TECO ELECTRIC SERVICE WHO PROVIDED THEM SO THE COMPANY CAN BE MADE AWARE THAT OUR BILL HAS SKYROCKETED SINCE THIS COMPANY WAS SENT OUT TO PERFORM SERVICE ON THE ** UNIT THAT WAS HERE IN THIS HOME. SECOND AVENUE IS NOT ASSUMING RESPONSIBILITY NOR FORCING THE **** OF THERE CHOICE COMPANY SENT OUT TO DO ** WORK ON THIS HOME. THIS COMPANY CAME OUT 3 TIMES TO MY RESIDENCE AND UPON THE 3RD VISIT FINALLY CORRECTLY INSTALLED THE ** YET RUNNING UP AN BILL OF OURS TO EXCEED $1200 AND MADE AN BOGUS IGNORANT REASON OF WE LEFT OUR "***" RUNNING ON THE ** WHICH IF WE DID WOULD NOT EVEN PULL AS MUCH ENERGY AS THE **TUAL ** BEING LEFT ON. THE *** PULLS LESS ENERGY THAN THE **TUAL ** UNIT YET SECOND AVENUE SENT ME AN EMAIL TELLING ME IM RESPONSIBLE FOR THESE BILLS THOUGH I PROVIDED DOCUMENTS PROVING MY BILL SKYROCTED BY THE SLOPPING JOB THIS NO NAME COMPANY CAME OUT AND DID INSTALLING THIS ** UNIT WHICH IS NOT RIGHT AT ALL I SEEK MY FULL REFUND AND PAYMENT OF THESE BILLS OCCURED BY SECOND AVENUE AND THE COMPANY THEY SENT OUT TO WORK ON THEIR EQUIPTMENT THAT WAS WORN AND OUTDATED. THIS COMPANY AND SECOND AVENUE ARE BOTH RESPONSIBLE FOR THESE CHARGES YET ARE BOTH DENYING RESPONSIBILITY EVENTHOUGH DOCUMENTS ARE PROVING IT WAS THEIR FAULTS I WILL BE LOOKING INTO FURTHER LEGAL **TION AGAINST BOTH COMPANIES IF THIS Situation NOT RECTIFIED AND I AM LEFT IN THE DARK BECAUSE OF THEIR CARELESS CHOICE OF COMPANY AND NEGLIGENCE OF FAULT

  Business Response

  Date: 04/07/2023

  Hello Ms. **********,

  Thank you for taking the time to write this review. We do understand the frustration new HV** systems can cause. 

  We have reviewed the history regarding your electric bill and the work orders placed for your HV** system. The original work order was placed on January 10, 2023, for the ** not working in the home. It was determined the HV** unit needed to be replaced.  A new unit was installed on January 25, 2023.

  The high usage bill cycle in question is dated 1/20/2023 2/17/2023.  All previous bills prior to 1/20/2023 were at a normal usage rate as were all electric bills from 2/18/2023 on.
  A third call was placed to the maintenance vendor on 2/28/2023 after the new HV** unit was installed with the comments that the thermostat was not working. A technician was dispatched to the home on 3/28/2023.  During that visit, the technician noted that the thermostat was being used incorrectly and the unit was working as intended.  The technician also noted that the temperature had been set at 65 degrees and that you had been absent from the home for an extended period.  Although the thermostat was left at 65 degrees in your absence, the average temperatures in Auburndale in late January/early February were mid 70s to low 80s and would not constitute the new HV** system to run continuously to cool the home nor would it have been the cause of an excessively high electrical bill unless a window or door had been left open during this time.

  Because the unit was functioning properly and there has not been further high electrical usage in the home, the HV** system functionality would be unrelated to the high electrical bill.  More than likely,something was left on or a window or door was left open during your absence from the home pulling more electricity than normal.  As a courtesy, we did not charge you for a trip charge for the maintenance call.
  

  In conclusion, we have determined that the high usage bills were caused by items in the home left on or open for an extended period of time rather than the HV** system not functioning properly.  Please reach back out to ************** or ********************************** If you have any further questions. 

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON DEC 26TH WE LOST FULL ELECTRICITY IN 2 ROOMS A WEEK LATER ANOTHER BEDROOMS. WENT OUT. 3 MONTHS LATER WE STILL HAVE NOT HAD ELECTRICITY IN THESE FROM FOR ALMOST 3 MONTHS NOW. 2 BEDROOMS HAVE NO PWER AT ALL. NP LIGHT SNYTHING. THEY HAVE SENT 6 OR MORE PEOPLE FOR "ESTIMATES" BUT HAVE NOT FIXED A THING. THIS IS THE NEW AMERICA. YOU WILL OWN NOTHING, AN GET TREATED ANYWAY.

  Business Response

  Date: 03/08/2023

  We greatly appreciate your patience and understanding. We have been actively working on a resolution since the initial request. The first vendor was on site on 1/5 and then gave us a quote on 1/9, which was approved on 1/13. On 1/20 the work was scheduled for 1/27. The affiliate then rescheduled for 2/1. On 2/1 we were notified that the affiliate was in a car accident and would not be available until 2/15. At that time, the original work order was cancelled and transferred to ***********. Work was then scheduled again for 2/24. The affiliate was a no show and did not give a definitive answer on when he could be back. It was escalated several times to SMS to intervene and get a responsible affiliate to complete the work. They sent a new affiliate out on *********** who was on site on 3/1 and discovered that they were unable to perform the necessary work. New WO ********* was created and is now scheduled for work to start on 3/7. 
  
  We are discussing the train of events with leadership at SMS and hope to have this all completed tomorrow. 
  
  

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally put a work order in to fix our fence back in September. We have animals in the home that are emotional support/service dogs which are on the lease. They have sent out several different contractors to look at the fence as well as someone to do 3-D imaging of the fence. Every single company told him that the fence needs to be replace due to a safety issue because it is rotting out our dogs have escaped on numerous times because of how easy it is for them to get out of the yard and they have almost been hit by vehicles driving on the road for them to tell us that it is an as is situation with the fence we have had numerous other issues with them whether it was them taking over a month to fix an emergent situation, we were without working, plumbing, unable to take showers or flush toilet paper for over a month. We have paid our utilities on time every single month, and they were not paying the utilities even though we had paid them they were so far behind that our trash pick up was stopped. I get the complete runaround every single time I try to call them to get work done on the rental property. The original work order for the fence has disappeared from their system, but was originally sent photos the first week of September, which are attached.

  Business Response

  Date: 02/09/2023

  Hello *******. We apologize that your experience with your service requests was not to your liking. When reviewing the information provided by our service team Service Request ******* with Bullet #******* (Fence) was opened on 12/8/2022 and was completed as repaired on 12/19/2022. We see that Bullet #******* (Plumbing) was created on 10/18/2022 and was completed on 10/23/2022. Additionally, Service Request ******* (Back Up) was created on 10/23/2022 and completed 11/23/2022 after two different visits from our service vendors.  
  While we apologize for any frustration these concerns may have caused, we are happy our team was able to communicate and resolve any interruption.  
  If you have any questions or concerns about the repairs made, please contact our Resident Experience team at **********************************. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18889423
  
  I am rejecting this response because:
  
  this claim was originally open in September, but the initial work order disappeared from the system. I have service dogs that are *** protected that have been almost hit by vehicles, numerous occasions due to the holes in the fence. We have done over $200 in repairs out of our own pocket to be told that the fence is as is even though it is a safety risk for the animals and the people in the house. We have had people in our backyard due to the broken gate.  Yet second Avenue refuses to do anything to address the rotted out fence that literally crumbles in your hand when you touch it. As well as other animals are getting into our yard and attacking our dogs.
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/16/2023

  Hello ***************
  
  Based on the images and information we received from our service vendors the fence is repaired and is in working condition, which is as is or better than when you took possession of the home.  Please note that the fence is an amenity and not a condition of habitability.  
  
  Please see Section 7 of your lease agreement regarding the acceptance of the condition of the home:
  CONDITION OF PREMISES: TENANT will inspect the Premises and agrees to accept the condition "AS IS" with no warranties or promises express or implied.TENANT will personally examine the Premises prior to taking possession,participate in a move-in inspection with the Property Manager and will receive the move in inspection report or checklist, and agrees that the Premises are suitable for TENANT'S occupancy. All visible damage or defect of the Premises will have been noted on the move-in inspection report. The absence of any such note will be conclusive evidence of the TENANT'S responsibility of the damage or defect. TENANT accepts the Premises, and all furnishings, appliances,landscaping and fixtures AS IS, WITH ALL FAULTS. Except as expressly provided herein, Landlord has made no express or implied representations or warranties regarding the condition of the Premises. The Premises and any personal property or fixtures included therewith are clean and in operable condition. The taking of possession of the Premises by TENANT shall be conclusive evidence that the Premises were in satisfactory condition at the time such possession was taken.
  
  If there has been further damage resulting from natural deterioration of your wooden fence since the repairs were made, please submit a new service request and we will coordinate with our team for evaluation. 
  We sincerely apologize for any inconvenience or concern this may have caused and look forward to helping you with any future repairs.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18889423
  
  I am rejecting this response because:
  We were not given the opportunity to fully inspect the property. We were forced to sign a lease 9 days before we gained access to the property. We were never given the opportunity to inspect the fence. Nor did the property manager. We were told by you that it had been sitting vacant for months before we moved in. The manager assigned to the property does not even live near the property. and i dont appreciate being lied to, every vendor sent out, myself and my husband PERSONALLY spoke to. Every single one of them, told us the fence NEEDED to be fully replaced. 
  

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

• Initial Complaint

  Date:01/04/2023

  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.

  Charging a $600 maintenance charge for something I can not get an explanation for as to why it is remnant responsibility. They just keep saying they will not remove it from the ledger, but can not give me a reason as to why we are responsible. I know why they cant. Because we are not. I have emails and photos if needed.

  Business Response

  Date: 01/06/2023

  Hello ***. We appreciate you providing your perspective on this concern. When reviewing your ledger and the notes we received from our Service Team back in February, the chargeback on your account was due to the repair we made to the clogged drain (Service Number: SR3962756).
  Be advised that if the home requires any repair that is caused by a resident or his/her/their guest, residents could be responsible for damages $200.00 or more this information is available on Paragraph 12 of your lease.
  We see that you have settled your account and if you have any other questions about this process,please feel free to contact our Resident Experience Team at ************** or via email at ***********************************

• Initial Complaint

  Date:12/29/2022

  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 about 10/16/22 I moved in to this home in **************, ** that is manage by Second Avenue ********************************************************************* Property manager ******************* also did an inspection of his own of the home that was turned in. I have had several issues that I have brought to the attention of maintenance and management. Particularly my electrical issue throughout the home. In the sunroom the electricity isnt even working. I have explain to maintenance how important the sunroom is for me. I work from home and the sunroom is my job work area. My job requires me to work at night. This is my income. I have explained to maintenance manager (*********************) in numerous emails that I need the sunroom light to work. None of the electrical outlets were worrying when I moved in the home. My oven or the outlet has a shortage. My window fell down own its own during the cold winter weather we just experienced. An electrician has came out and service the home all except the sunroom where the most light is needed. I received emails stating they are NOT FIXING even after the electrician stated it needed to be replaced ********************* was the individual who sent the email and told me to go buy lamps I pay **** in rent this entire house should be functional. And the audacity to tell me to go buy lamps and they arent fixing it; its appalling and disrespectful by all means! Then the shower door in the bathroom is broken it does not close properly and leaks water which may eventually cause another problem that could have been prevented! Im asking for all repairs to get done ASAP. Everything has been documented electronically to back up all my claims but I want to make corporate aware of the type of responses and situations this renter is dealing with! I want all of my inquires for maintenance rectified expeditiously just as your company wants my rent on time each month or else I have a penalty. So my penalty for this company is reaching out to my lawyer and code enforcement.

  Business Response

  Date: 01/04/2023

  Hello **************. We sincerely apologize that youre not satisfied with the service or recommendations being provided. When consulting with our Service Team, they advised that some repairs are scheduled for this week, while others have been closed based on an As-Is condition. We understand that having open repair items can be less than ideal, and while our goal is to address all service issues as quickly and efficiently as possible, we are subject to all service vendorsscheduling constraints and recommendations.
  Please continue to communicate any concerns you may have as the scheduled repairs for this week are completed. We can be reached at ********************************** for more information about how our maintenance program works. 

• Initial Complaint

  Date:11/30/2022

  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 partner and I looked at a house to rent and placed a hold on the house, which included a $500 holding fee. The company, second avenue, did not have the house ready by the desired date so we decided to no longer rent from the company. We canceled everything and sought a refund of our $500 holding fee deposit; however, we have not received the refund and this occurred over 6 months ago.

  Business Response

  Date: 12/06/2022

  Hello ********. We appreciate you taking the time to speak with us regarding your refund. As mentioned on the phone your refund has been overnighted. If you have any concerns, we would like to continue to offer an open line of communication with our team by emailing **********************************. 

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18478858
  
  I am rejecting this response because: we were promised an overnight of the check and still have not received the check.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/09/2022

  ****************, our sincere apologies. We have tracking confirmation that the check was cut and shipped December 7th and was received on December 8. If you have not received the check this is a concern, please contact our team immediately to resolve. 
  If you have any other questions, please feel free to contact our team at **********************************.

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a follow-up complaint of an inadequate water filtration system due to high amount of sulfur in the well. Originally, March 2022, we suffered 10 days in a house with repugnant water unable to shower or use the water. After the lack of action from this company, I resorted to pay ($3,000) for the additional equipment necessary to handle the issue hoping the company, if they had any common sense, would reimburse me for the cost. I was led to believe that they might. Six months later, no response. I called to inquire and they, at that time, informed me of declining to pay me back. I had no choice but to remove the equipment and sell it back to the contractor to recuperate some of my investment. ****** learned here. This company is so big and has so many departments, if you hope to get something done, good luck. If you are looking for a leasing company that cares for its tenants, definitely the wrong company. If you are looking for a company with common sense, forget it, not happening!Now the house is back to its original water filtration system installed in march 2022. Guess what? The water smells like rotten eggs again. I contacted the company on 11/16/2022 regarding the issue. The person that took my call was from an out of State call center and was a complete idiot. I talk to a ********* here in ***** that apologize for the inconvenience and told me that she would send emails to the appropriate department to handle the situation. Guess what? I have not heard from her either in the last 5 days. These people are deep in bureaucracies that are rendering their employees totally inept in handling this type of situation, EXCEPT FOR COLLECTING THE RENT......................... At that, they are expert..... Did I mentioned they have a ********************************** LAUGHABLE......................

  Business Response

  Date: 12/05/2022

  Hello ******. As an organization, we have kept open communication with you before,during, and after the un-approved installation of the water system. We regret if you feel we have failed you as a resident and would like to continue to offer our best practices when dealing with our vendor-based maintenance solution. We understand living at home with an odor is less than ideal and presently have our Service team working out a remedy for you keeping in mind that scheduling and service completion is left in the hands of the vendor we partner with.
  We sincerely apologize for the inconvenience this has caused and look forward to resolving this concern for you.  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18448258
  
  I am rejecting this response because: The issue has been noted since march 2022. I added the necessary equipment to handle the amount of sulfur in the well based on recommendation made by YOUR vendor back in March.  The speed at which your organization moves to handle emergency situation is way beyond the industry standards (7 days).  The idea to put responsibility on your vendors is ridiculous and has nothing to do with me.  You have the responsibility to handle situation in a timely manner.  I waited 10 days, back in March, before I took actions, and again that was based on the vendor you selected to inspect the well. I just did not want to wait any longer on your slow-as-hell procedures.  Because of your decision not to pay for the additional equipment, I had to remove it, per your insistence, and your refusal to look reality in the face.... Now it has been way past ************************************ your part to remedy the situation. Still today, since 11/17/2022, I have no potable water in this house. The mere fact that you called a contractor to handle the issue DOES NOT RELIEVE YOU OF YOUR RESPONSABILITY.  My contract is with Second Avenue not a **** CONTRACTOR!  This so called contractor called us on the day they were supposed to inspect 12/03/2022 and rescheduled to tomorrow.  That means the problem is not fixed STILL............  WHEN? who knows. You have no sense of urgency because your company don't give a SH...t.  Meanwhile we still live in a house with no water.  Move your **** behind and get the repair done instead of sitting on it and write stupid response.  We need compensation for living in a house that has no water. What do you say about that? Is it fair to pay full rent when we are not able to use water for shower, washing or even watering our plants?  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/20/2022

  We are having issue with the water softener system since November 17. The company is not solving the issue. the level of sulfur is well above 2.0 . The company has not come and test the water since we moved in back in March. One of the pipe is broken and water is leaking. we have tried to get the maintenance department to come in and fix the issue . We have been with proper water since November 17.

  Business Response

  Date: 12/22/2022

  Hello *********************. Our highest priority has been to come to a mutual understanding;however, we believe we have reached an impasse. Although neither party is at fault, we are offering you the opportunity to terminate your lease early without ***************** responsibility except for any damages incurred during residence.
  If you have any further questions on our move out policy or final billing,please feel free to speak with our Resident Experience team at ***********************************
  Once again,we sincerely apologize for any inconvenience.