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:06/20/2025

  Type:Sales and Advertising 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.

  Start of *** lease 5/17/24 End of the lease 5/16/25 Deposit total $650.Rented an apt from this business.Disputing the deposit *************** has not resolved the problem and is final in their decision even with provided proof.Amount the apt complex wants to refund $44.20. What we are being charged for $300 full repainting of master bedroom ceiling and wall around sliding glass door in living room.Entry/hallway replaced light bulbs Trimmed loose fibers on carpet Screen mesh The ceiling in the master was not damaged but had a bad paint job and what appears to be hand prints on ceiling. My husband and I had a conversation with the *** manager ***** ******* who admitted that it was a bad paint job in the master bedroom which was not done by us but maintenance before we moved in. According to the management they are charging us for burn marks on the wall in the living room. However these marks were not there while we lived there or when we moved out and I have photos from our move out. In addition we are being charged for light bulbs that are not burnt out and its clear they are still functioning even from the photos sent from the property manager. The screen for the window in the second bedroom has a tiny hole and paint on it which was there before we moved in. There was no painting being done by maintenance while we lived there so it had to of occurred before we moved in. The carpet repair is the tiniest loose fiber which can be considered under normal wear and tear.

  Business Response

  Date: 06/25/2025

  To whom it may concern:
  

  I am responding to the customers statement regarding their deposit disposition. 

  
  The charges assessed to the previous resident are as follows:
  $40 for maintenance labor to include trimming the carpet fiber brought up from the cat, re-screening the window screen that was damaged during the residency, and time to replace the two burned out light bulbs. 
  $13.98 for maintenance parts to include $3.00 each for the light bulbs and $7.98 in screen material.
  $85.50 for cleaning after $167.50 was deducted for normal wear and tear.
  $166.32 for carpet cleaning as required per the lease agreement.
  $300.00 for painting ($150 for each area that required a full paint of the affected wall)
  
  The total charges equal $605.80.  We have attached photos from the unit that the customer lived in that were taken prior to the resident moving in as well as photos that were taken during their annual inspection while they lived at the property.  The photos show there was not damage to the affected areas.  In the photo that the resident sent, it is hard to see the affected area as the photo is taken from a distance and does not have a high resolution to show this. 
  
  We previously provided an email with photos and detailed descriptions to support the charges in question. That said, we are committed to working toward a fair and reasonable resolution.
  
  In an effort to resolve this matter, we are willing to refund the labor and parts charges in the amount of $53.98. Additionally, we propose splitting the cost of painting equally, with both you and the owner each covering $150.
  
  We hope this proposal demonstrates our willingness to reach a mutually agreeable solution, and we look forward to your response.

• Initial Complaint

  Date:04/30/2024

  Type:Order 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.

  I am writing to formally lodge a complaint against NuVu Property Management regarding their handling of the termination of our lease agreement for the property located at *************************** My family have encountered several issues that we believe constitute unfair treatment and possible violations of our consumer rights.Firstly, the property management company has charged us a $400 early termination fee, yet they are still insisting on additional prorated rent for the period from May 1, 2024, to May 9, 2024, totaling $668.00, despite our agreed move-out date of April 20, 2024. This demand seems unjust as it extends beyond the terms of our early termination agreement.Secondly, NuVu Property Management has failed to provide formal written notice regarding the reasons for the non-renewal of our lease, which was attributed to unspecified issues with garbage containers not moved behind the fence and snow removal of the drive and walks on a late snow with temperatures above 50 degrees (soon to melt). These reasons were only informally mentioned during an inspection without any follow-up or formal documentation provided, which is a requirement under our lease agreement. Furthermore, as a person with a declared disability, the abrupt non-renewal of the lease without any discussion of reasonable accommodations, which was verbally stated and sent to NuVu *************************************************************** in writing, and my correspondence was discounted as a non-issue, which raises concerns under federal and state fair housing laws.We request the intervention of your respective offices to investigate these matters. We seek a fair resolution, including the cessation of demands for additional rent post-termination, and the prompt return of our security deposit with a clear statement of any legitimate deductions. There should be no further fees, no derogatory marks on our credit, and this matter should be resolved and closed following this resolution. Images are below.Best,*******************

  Business Response

  Date: 05/06/2024

  05/06/2024
  
  
  On March 13,2024, the Residents were provided a notice of non-renewal which was more than 3 months prior to the expiration of the lease.  The lease agreement of ************************ and ************************ only requires 30 days and does not provide the right of renewal. See Exhibit 1 notice of non-renewal and Exhibit 2 lease agreement.
  
  In addition, at no time did ********************* or ********************** submit a written request for either reasonable accommodation or for additional time beyond the lease ending to vacate the premises. On the contrary, the Residents chose to vacate the premises more than 2 months before the lease expired.
  
  On March 19,2024, the Residents sent their written notice of termination to the Landlord,which the Landlord sent a written acceptance of termination of lease and a reminder that pursuant to the lease paragraph 3.5, the Residents are responsible for monthly rent until the premises are re-rented and required to pay $400.00 for early termination fee along with their 30-day written notice to vacate.  However, the Landlord waived the $400.00 early termination fee and **** rent due from May 1 9,2024 and this will be listed on the deposit disposition. See Exhibit 3
  
  Finally, the Residents claim for return of the security deposit is premature. Pursuant to the lease agreement and as set forth in the acceptance of termination of lease, Landlord has 30 days from the date a resident vacates the premises.  Residents vacated the premises on April 20, 2024.The Landlord has until May 20, 2024, to send a written assessment of the condition of the premises and address the security deposit. See Exhibit 4

  NuVu Property Management
  

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21646339
  
  I am rejecting this response because:
  
  Thank you for your response dated May 6, 2024. However, there remain several inaccuracies and unresolved issues regarding the termination of our lease at ****** Pocono and subsequent financial transactions.
  
  Early Termination Fee and May **** Waiver: According to your response, NuVu waived the $400.00 early termination fee and the rent due from May 19, 2024. However, we have not received any documentation or refund confirmation reflecting this waiver. Please provide proof of these actions, such as transaction records or adjusted billing statements, to verify that these amounts were indeed waived and not charged or erroneously withheld from our security deposit.
  
  Request for Reasonable Accommodation: Contrary to your statement, we have communicated both via phone and email with ********************* and ************************************* (see attachment of emails) regarding the need for reasonable accommodation due to my disability. These communications were attempts to negotiate the terms of the non-renewal and to discuss accommodations that could potentially allow us to extend our tenancy or ensure smoother transition conditions. We expect these efforts to be acknowledged and addressed appropriately.
  
  Requirement to Pay **** and ************************** After Vacating: The lease was terminated on April 20, 2024, upon which we relinquished control and access to the property. According to our renters' insurance provider, AllState, we are not obligated to maintain insurance on a property we no longer occupy or control. Therefore, requiring continued payment of rent and maintaining renters insurance post-termination contradicts standard legal and ethical practices. We seek confirmation that we are not responsible for these costs beyond the termination date.
  
  Security Deposit Return: We understand that the security deposit is due to be processed by May 20, 2024. However, the ambiguity surrounding the previous pointsespecially the claimed but undocumented waiverscomplicates our understanding of what deductions, if any, will be made. We request a detailed, itemized list of any deductions prior to the end date and a prompt return of the remaining deposit.
  
  We appreciate your cooperation in resolving these matters swiftly. NuVus acknowledgment of our concerns and transparent handling of these final transactions will greatly aid in concluding our rental relationship amicably.
  Thank you for your attention to these matters. We look forward to your prompt and detailed response.

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

  Business Response

  Date: 05/09/2024

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

  Pursuant to your request, you stated that you were owed $2,700.  We are glad that we were able to meet this request. The disposition with the check were sent out via certified mailing yesterday on 5/8/2024.  According to NuVu Property Management, this matter is resolved. I have attached your disposition and the proof of mailing. 

  *************************************
  CEO
  NuVu Property Management

  Customer Answer

  Date: 05/13/2024

   
  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. Thank you for resolving this issue amicably. 
  
  Sincerely,
  
  *******************