Complaints

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:05/06/2024

  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.

  My property was recently transferred to this company from ***** Realty. After the transition, this company (dwell) failed to provide a method to pay the rent. After reaching out, i was assured that they would be sending out information soon. The first if the month came 4/01 & there was still no way to pay them so i paid rent using my old portal to my former company and kept receipts. It was not until April 3rd, that the company reached out stating that any charges and late fees would be changed. I was instructed to send in proof of payment to ***** for the month of april, i did, and received no response. After checking my portal while paying May’s rent, i saw that i had been charged a late fee and charges for a security deposit were on my billing statement. These charges were supposed to be removed after the company obtained information for ***** realty and proof of payment. I have call & messaged the property countless times and never received a response.

  Business Response

  Date: 07/07/2024

  The resident submitted a BBB complaint, although we were working to get this resolved.  The reason for delay was a late transfer from the owner and previous management company.  We were awaiting final contact information and final ledgers.  We notified ALL residents that we would work with them and there would be no late fees charged.  When Ms. ******* notified us she paid the previous management company, we confirmed this information.  The reason for ledger issues is that we were awaiting the security deposit transfer from the previous management company.  We notified all residents of this situation and Ms. ******* said she understood.  There are 4 units in this building and we had 0 issues with any of the other residents.  We believe Ms. ******* was impatient as we worked through these details with the previous management company and the complain is invalid.  

  See attached tenant ledger stating $0 outstanding balance.

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with this company, formerly *******, now Dwell, has been highly disappointing. From the moment I signed the lease, they became nearly impossible to reach. Upon moving in, I was shocked to discover its unsatisfactory condition. Dead bugs and excessive dust were in every corner, and the cabinets were filled with trash. To make matters worse, appliances were missing, despite being told they would be provided. After a two-month wait before a stove and refrigerator were installed. I was told that the apartment was professionally cleaned before I signed the lease, but that was false. Water, air filter delivery, and lawn maintenance were all included in the rent. However, the company neglected to pay the water bill, resulting in a full day without water. Their lack of response to urgent voicemails and emails regarding this matter was deeply concerning. Frustrated by their lack of communication, I decided to visit their office. Despite being charged a monthly fee of $35 for air filter delivery, I never received any filters, and the lawn was never maintained. Witnessing our property being the only one in the neighborhood with waist-high grass was disheartening. Moving out presented even more challenges. They were unresponsive to my"Request Notice to Vacate" and to add to the frustration, no one at the company ever answered the phone. I returned to the office and was told to mail in or leave the keys in the mailbox. Despite our efforts to leave the place as clean as possible to secure our deposit, the company remained unresponsive about our refund. After persistent attempts, I finally received a response, but it revolved around rekeying the door due to their inability to locate the keys. There has yet to be any communication regarding the transfer of utilities out of my name and into theirs, nor have I received any updates on my security deposit refund status. It has now been two weeks, leaving me in a state of uncertainty and immense frustration.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Without electricity in unit from ******** *******. Lft msg & submitted work order no response. Called **** ** ***** ***** ******** *********** who reached Dwell Property Mgmt. Sent Maintenance guy on ******* to look, restored electricity to unit by turning on main breaker switch in boiler room of apt bldg for unit. Main breaker switch shut off due to AC unit tripping breaker in apt. Been without Air condition since *******. Dwell Property Mgmt has not fixed. Called every day & submitted work orders, no resolution. Dwell sent an Electrician out ******* who reported it wa AC unit & HVAC service was needed which confirmed what maintenance guy reported. Dwell has not done anything else since then. I have called daily, leaving a msg everytime. No further response from Dwell PM. Temp in apt is intolerable. I work from home and have a service animal. Dwell has not responded at all. Heat is causing health problems. Dwell PM has not tried to supply any alternative means to cool apt down. Apt is on 3rd flr & I feel every bit of the heat rising. Causing health problems. Dwell PM does not respond to calls or portal msgs. I have called main number, ************, everyday. No response. Did reach ********* ********** on ****** who stated that she reported info to Supervisor  ***** ****** ************. No response from ***** ***** also provided # for Head person ****** **** ************ ***. I have not heard from anyone nor has HVAC checked on AC. I have called main number for Dwell PM daily & have called & left msg for ***** ***** *** * *** and resubmitted work order. No response. Called head guy ****** ****** **** ************. Wrong number. I have been getting voicemail every time I call. Dwell Property Mgmt is not caring for the property nor are they handling maintenance issues. No after he or weekend emergency line. You cant ever talk to anyone only VM. Neglectful property Mgmt that does not care about tenants well being. I have more detailed notes.