Complaints

This profile includes complaints for Equity Residential's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Equity Residential

  2 N Riverside Plz Ste 400 Chicago, IL 60606-2624

  
• 

  Equity Residential

  2202 West Liddel Road Duluth, GA 30096

• 

  Equity Residential

  9000 Central Park W Ste 240 Atlanta, GA 30328-4516

• 

  Equity Residential

  35 Sharon Rd Waterbury, CT 06705

• 

  Equity Residential

  3885 George Busbee Pkwy NW Kennesaw, GA 30144-6603

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:10/25/2024

  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 lived at ************** in *******, ** and this has been the worst experience at an apartment complex. It started in Feb 2024 when a neighbor moved in who played bass so loud it shook my walls every night until 3 AM and smoked so much in his apartment it would take your breath away walking onto the 9th floor and in my apartment. My belongings stunk for weeks. After 4 months of documenting, management witnessing the issue, courtesy officer witnessing, concierge witnessing the issues, etc. Equity decided to allow me to move to the 19th floor. After I had another neighbor who would smoke so much inside that it would take your breath away and played ridiculously loud music all night/day. I broke my lease and settled. When I moved into my new unit on the 19th floor the leasing specialist (who acted like she hated her job) didn't get me a move-in form for my inspection or look at the apartment. There was hair all over the floor and washer, a molded broken washer, etc. I requested a move-out walkthrough for my lease break and was never contacted by **************. They now send me a move-out inspection saying EVERYTHING is dirty. I cleaned that apartment top to bottom and have 3 people who helped. Nothing was dirty about that apartment. They took week+ to do the inspection; I don't know who has been in the unit since or what they have did. This is unacceptable/unprofessional just like my whole experience there. Half of the issues were there when I arrived yet management never did a move-in walkthrough or give me a way to document issues upon move in. They noted normal wear and tear of the apartment as issues when it states in the lease that is expected.Super unprofessional. I expect an explanation from the company as most pictures do not even look dirty. I am seeking this route as my entire stay there getting a reply from management never happens. They also charged me a carpet repair fee - the carpet was installed before I moved in and I only lived there 4-5 months!

  

  Business Response

  Date: 11/14/2024

  Thank you for sharing the details of your experience at **************. I sincerely apologize for the challenges you faced during your stay and regret that your expectations were not met in various areas.  We understand how frustrating it must have been to deal with ongoing disturbances and the issues surrounding your move-in and move-out process. Though, we have previously resolved these concerns with you directly. 
  That being said, we have reviewed your account and agree to waive the charges for cleaning and carpet cleaning. We will process the appropriate credit to your account, which will generate an additional refund to you. We trust this resolves your concerns, but please do not hesitate to reach out to the management office directly. 

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a $650 security deposit and a $500 pet fee when I moved into the apartment. The pet fee was later refunded and credited toward my rent. However, I was charged $55 per month for the pet, even though it was an ***, which violates California Fair Housing laws and totals to 660$ of unlawful charges. Upon moving out, the landlord kept my $650 deposit and added $700 in extra charges, after I had already vacated, then sent me to collections for not paying. They also imposed $480 in late fees. I am disputing these charges as unlawful and unfair.

  

  Business Response

  Date: 11/15/2024

  Thank you for reaching out and allowing us the opportunity to clarify the charges applied to your account.
  
  To address your concern about the pet fee, once the documentation for your *** was provided, the recurring $55 charge was promptly stopped, and no further pet-related fees were applied thereafter. 
  
  
  Additionally, when you vacated, the apartment was returned to us in an unclean, damaged condition, well above normal wear and tear. You also had a balance on your account. Your $600 security deposit was used towards your final balance and some of the charges for damages, leaving you with a balance due to the community. 
  
  
  Your final statement of deposit account with corresponding documentation was sent to you on July 19, 2019. After several follow up attempts regarding the balance, the account was turned over to a third party collection agency, ***. We would advise you to contact them to discuss your balance further. 

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  RETURN OF SECURITY DEPOSIT October 15, *************************** / Equity Residential **************************************** Phone: ************** To Whom It May Concern,I, ****** ***, and ******** ********, were tenants of ******************************************* 404,from July 7, 2022, to September 23, 2024. Upon move-in, we paid a security deposit of $1,100. To date, we have received only $403.90 of that deposit.After reviewing your statement and the move-out inspection report, I find that your assessment is neither accurate nor reasonable. California law requires you to return the full deposit minus any legitimate deductions, such as for utilities, which should have been accounted for.During the pre-move-out inspection, your staff explicitly stated that deep cleaning was unnecessary and that filling nail holes was optional: If you can fill those holes, that would be nice, but we will handle the painting. Further, your team confirmed that you have a professional cleaning crew to address any remaining cleaning tasks to fulfill your specific standers.I categorically reject any deductions related to painting or filling nail holes, as they are not valid under the ****** per California Civil Code ******, which governs the return of security deposits.Failure to refund the remainder of our deposit promptly may result in legal action,including claims for bad faith retention. Under the law, this could make you liable for up to twice the amount of the deposit, in addition to any actual damages.I expect to receive the remaining deposit immediately.

  

  Business Response

  Date: 11/12/2024

  Thank you for your inquiry. We have resolved this matter directly with the individual. 

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for an apartment at the **************************************************************************************************************************** I was notified that the units were accessible. After inquiring more, I was told told the bathrooms are not. In 1990 the Americans with Disabilities Act ***** passed Part of the act states that public accommodations, including public bathrooms, must be made for people who are differently abled.The bathroom at the property (I am a wheel chair user) was not accessible. Although they claim the deposits are non-refundable, I feel that the unit inaccessibility was never one I could obtain. I feel that they were not transparent about this and it is a right to have an accessible unit.I believe I should get the deposit though I conceded that the 300 of the application is non-refundable. Though, I still think that this decision is discriminatory and prejudiced. My disability should be accommodated and this information of accessibility should be clear.

  

  Business Response

  Date: 11/12/2024

  Thank you for sharing your concerns. Equity Residential is committed to the principles of Fair Housing. To clarify, *** **** are only applicable to areas of public accommodation, which does not apply to the rental apartments at ************. The Landings is subject to the Fair Housing Act and is in compliance with the design guidelines. Though, we appreciate that what may be accessible to some may not be accessible to all. For those reasons, we welcome any individual who may need an exception to our policies or procedures to submit a reasonable accommodation request, or, if they require modifications to our community or the individual apartment to submit a reasonable modification request. We did not receive any such request from you. You simply canceled your application indicating it no longer fit your needs. Consistent with the application criteria, if you are approved and later cancel your application, you forfeit your holding deposit. 
  
  For these reasons, we deny that we are in breach of local law or the Fair Housing Act as it relates to your application at The Landings. However, in an effort of good faith, we will agree to refund your holding deposit. We will process this in our system and issue you a refund check. Though, if you are still interested in pursuing a lease with us, we welcome you to reapply. Should you require reasonable accommodations and/or reasonable modifications due to a disability and to better use and enjoy the community, we welcome you to submit those to us for our review and consideration.  

  Customer Answer

  Date: 11/14/2024

   
  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.

  I did however notify that I could no take the unit because of the bathroom not beeing fully accessible as did my husband. I appreciate the refund and appreciate the act of good faith.
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22429928
  
  I am rejecting this response because:
  Thank you so much for your help.
  I am unsure if Residential Equity has my mailing address.
  If possible, can it be provided to them where they can send my refund check
  When I applied to their unit, I was in ***********
  
  
  ******* *********-*******
  **************************************************
  ******************
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 11/21/2024

  The address has been forwarded to the on-site team. 

  Customer Answer

  Date: 11/24/2024

   
  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.
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22429928
  
  I am rejecting this response because: 

  I am writing because this complaint has not been resolved (Re: Equity Residential)

  I have followed up with the company numerous times, and they told me they approved a credit to my original payment method.

  However, it has not posted.

  I followed up, asking if they would send a check numerous times. I also notified them that it was not posted on my credit card either.

  I have yet to hear an update.

  They have not advised, and I have yet to receive what they promised (my deposit.)

  They claim it was approved. I have been in communication with ********* ********.

  How should I proceed?

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

  Customer Answer

  Date: 01/10/2025

   
  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. They sent the check! So I am satisfied with the resolution! Thanks!
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Property management and owner declined for almost two years to service my maintenance request on health hazards like:1. Broken front door 2. Mold in vents 3. Asbestos ceiling material aka popcorn ceilings that collapsed on me twice. Then once I made several complaints to the landlord and management company I was harassed with eviction notices before rent was due every month after. I left the apartment in better condition then when I got it as the A/C unit was broken for the duration of my stay and was not replaced until the second to last month of my contract after I gave notice of non renewal. I had the baseboards installed and properly sealed, and on multiple occasions I had the faucets replaced as they kept leaking. Now after *** moved out they are trying to over charge me for repairs and touch *** that I forewarned them about and requested to be fixed before I left.

  

  Business Response

  Date: 11/07/2024

  We are sorry to hear of your concerns, but we are unable to locate you as a resident in the Equity Residential system. Are you able to provide additional identification so that we may respond to your claims accordingly? Thank you. 

• Initial Complaint

  Date:10/12/2024

  Type:Product 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 were planning on moving to **** Apartments in July however we did not end up moving. We paid $350 for the application fees which we were told would be credit as a look and lease special. We then paid the remainder of the amount due before move in, $1059.03 on July 17th. When we told the leasing agent that we would not be moving in (June 28th), she confirmed that we would receive the full amount we have paid minus the $200 holding deposit which she asked us to send explicit email confirmation of. Today, we are now in October, four months later, we have still not received any refund. We have contacted the office multiple times via phone. They either do not pick up, or promise to follow up and we hear nothing back. There have been staff turnover and major miscommunication and disorganization. We were told that there was a check issued and sent out, however when we asked to confirm the address, they were unable to check. Then we were told that it wouldve been credited back to the bank account as of 7/1 since we paid directly by bank. After coming in person today, October 12th, we then had to go back and forth about the correct amount of the refund. Supposedly, we were only going to get $659.03 back if we ever received the money/check at all. The manager, ****, was trying to make the math work, but it just became more and more confusing as the numbers did not add up. Then it she tried to say that it was because we moved our original move in date or that the people prior to her were wrong. Again, that were not respectful of the agreement that was made much before their tenure. To make things even more difficult, since we did not move in, we have been locked out of our Equity Residential account, so we have not been able to provide any additional information regarding leasing documents or payments. This is ridiculous and I am very disappointed in the property as well as the management.

  

  Business Response

  Date: 11/07/2024

  Thank you for your inquiry. Our management office has been in direct communication with you regarding this matter. As explained, our records indicate that a check was issued on 7/9/24 in the amount of $1209.03 and was deposited by your co-resident. We recommend that you connect with them as it relates to this matter. 

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  Lease and Early Termination:On 6/15/23, I entered into a one-year lease agreement for an apartment at The ****** Apartments, with a monthly rent of $2,630. In October 2023, I purchased a home and decided to break my lease early. After notifying the building management, I was informed that I would need to pay a penalty equivalent to two months' rent for early termination. I promptly paid this penalty along with my final months rent in advance, resulting in a zero balance on my account. My lease officially ended on 11/30/23.Issues Encountered:Unjustified Charges and Disputed Damages:After a maintenance inspection, I was informed that I would be charged for damages related to nails in the walls, which I dispute. I took detailed video evidence showing the condition of the apartment on 11/30/2023, which clearly shows no damages or unauthorized nails. Despite providing this evidence, management refused to review it.Unauthorized Entry and Refund Request:On 11/29/2023, two days before my lease ended, I discovered maintenance staff working in my apartment to prepare it for the next resident. This entry was neither approved by me nor was I notified in advance. Since this was not an emergency, I believe the building management had no right to enter my apartment. I requested a refund for these two days of rent, but my request was met with hostility and disrespect by the building manager.Unapproved Charges and Deposit Withholding:My security deposit of $250 was withheld without my authorization, and additional charges were added to my account that I believe are unwarranted.I am seeking a resolution from the BBB to address the following issues:Refund of the $250 security deposit that was improperly withheld.Reimbursement for the two days of rent (November 28 and 29, 2023) during which unauthorized work was conducted in my apartment.I hope the BBB can assist in resolving this matter fairly and expeditiously.

  

  Business Response

  Date: 10/16/2024

  Hello Ahmad, 
  
  
  Please see attached for a copy of your Statement of Deposit Account SODA if needed. As you are aware, you submitted notice on September 27, 2023 that you would be vacating your apartment on November 30, 2023. On October 31, 2023, you paid November rent in full. On November 25, 2023, you contacted the office to change your intended vacate date to November 28, 2023. 
  
  
  On November 28, the service team did a pre-move out walk with you stating that your apartment home needed paint due to some damage. You disputed this information and stated that you would withhold the keys/possession of the apartment home if we charged you for these damages.
  
  
  Unfortunately, you did not turn in keys on this date as scheduled. However, we were still accommodating your notice and had the painting vendor paint your apartment on November 29. After they left, you emailed our office requesting no vendors enter the apartment. Due to this communication and your previous statement that you were withholding the keys, we took this as confirmation that you were not yet returning possession.  
  
  
  On November 30, you accessed the home again and kicked all the walls, leaving shoe prints and large marks on all walls, which required repainting. You also poured a cup of coffee onto the floors as well. You then made a scene in the lobby and left your keys with the concierge. 
  
  
  With keys/possession not being returned to us until November 30, you were charged rent through this date. Due to the miscommunication with your vacate date and us allowing the painters in your apartment, we did not charge you for either of the two paintings.
  
  
  Your balance after that was for your final RUBS charges, which are billed approximately two months in arrears, as well as a charge for not returning a parking fob, which your security deposit was used towards, leaving you with a final balance due to the community. For these reasons, we see no basis to refund any additional charges. 
  
  
  Your final statement of deposit account was sent to you within the timeframe required under the lease and local law, and several follow up attempts to collect the debt were made. As of January, 2024, your account is with a third party collection agency, ***. We suggest that you contact them to discuss your balance.
  
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22185311
  
  I am rejecting this response because due to the inaccuracies and false claims made by your business.

  First, your staff entered my apartment without permission and without an emergency. This was done solely for your convenience to prepare the unit for the next resident, using my time and utilities. I had explicitly informed the management in writing that entry into my apartment was not permitted for non-emergency reasons prior to my vacating, and the building manager, ******, confirmed receipt of this message (attached). Despite this, you trespassed into my apartment and conducted work, which is unacceptable. I am seeking reimbursement for November 29 and 30, during which you occupied my apartment without approval. Additionally, I am requesting compensation for the use of my utilities during this unauthorized entry.
  

  Second, your accusation of damage to the apartment is entirely false, and I have yet to receive any proof to support these claims. You cannot make baseless accusations. I have a video, saved and ready to provide at any time, that clearly shows the date, time, and condition of the apartment just minutes before I turned in my keys. This video disproves your claims.
  

  Finally, your attempt to charge me for paint is unjustified. In ********, normal wear and tearincluding minor scuffs on walls, nail holes, and chipped paintis the landlord's responsibility and cannot be deducted from a tenants security deposit. If you are claiming I caused damage beyond normal wear and tear, please provide evidence, as the video I have clearly shows otherwise.

  
  I expect this matter to be addressed promptly and fairly.

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

  

  Business Response

  Date: 10/28/2024

  We regret that you disagree with our position. To clarify, you were not charged for any damages in the home. You were only charged for your final RUBS charges, which are billed approximately two months in arrears, as well as a charge for not returning a parking fob. As previously stated, we see no basis in which we would be obligated to refund any additional amounts. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22185311
  
  I am rejecting this response because:

  
  You charged me for days where I was not able to be in my apartment due to you working in it.

   

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

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment is dirty and not livable and even though Equity Residential claims the rat entrance holes were sealed they are not because I've found more damages and evidence of rats/ tiny bugs crawling in my stuff. The building has had a rat issue since May. And in June/ July they told tenements they came into our apartments (including my unit) and sealed the rat entry holes. On the weekend of 9/13-9/15 rats nested in my clothing dresser and pooped all over my clothes. I had to throw so much stuff out and clean the rat p*** myself. And the last case of seeing rat evidence was 9/22/24 (9 days ago) and The Flats at ************* was ignoring my emails where I sent video and picture evidence of rats in my apartment. And they only answered me after I called and said read my emails. (since they ignored about 5 of them). Also, they have not cleaned my apartment, and I have to pay to replace and clean so many things. And since there is such evidence of rats in my apartment, I am unable to live there. I have been sleeping on a couch elsewhere and need my lease to be broken since they are not providing safe and sanitary conditions to live. I need a legal notice from a lawyer to be written and eventually might need to take them to small claims court. Since I said I was giving my 30-day notice (with no lease breakage fee) and they won't accept it. So, I'm just going to have to move all my stuff out anyways, since I can't live / work from home in a place that is unhabitable.

  

  Business Response

  Date: 10/28/2024

  Thank you for reaching out regarding this complaint from Ms. *******, a resident of The Flats at ************************. We understand that she has reported rodent activity in her apartment and we responded immediately. Once we completed a thorough inspection of her apartment, completed treatments, and sealed one small area under the kitchen sink, there were no other evidence of entry.
  
  We made it a point to communicate with Ms. Fazzina as we reached out via email and phone to schedule a time to have our contact cleaners perform a clean of her apartment. We waited a few weeks to get a firm date from her but we were finally able to get the apartment cleaned. Ultimately, we were able to assist Ms. Fazzina and come to an amicable resolution.

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we paid our rent on time and in full on the 1st of the month. There were no charges on our account when our rent was paid. On 9/15/2024 we received an E-Mail stating unpaid charges to our account listed as unpaid rent. The bill was sent as a pdf in the amount of ****** for plumbing charges. We did not have plumbing issues in our unit nor did we reach out for any plumbing related issues. We are being accused of flushing wipes and in addition pouring grease down the kitchen drain. We have contacted property management regarding this and the local property office in ****. I spoke with *** ******* in the *********** and she told us to reach out to ****** the maintenance man for an explanation of our charges. I informed her that ****** can not remove the bill and she told me shes not removing anything unless ****** tells her to. We are being accused of flushed wipes and grease build up in the drains in a 4 unit building with shared plumbing. We do not use wipes in our home just tissue. We do not have any reason to use wipes we dont have children or any infants in our home. We do not pour oil down any drains we utilize our air fryer and in addition to that I can not eat oily grease food due to a medical condition my diet has been strict. We lived at ********************** in *************** for 5 years with no incident. This issue would have occurred before if we did those things. We are not admitting to or paying for something we know we didnt do. We contacted a licensed plumber and they said there is no way possible for them to single out just our unit in a 4 unit building the plumbing is shared for the building. The other tenants have animals and maybe they use wipes to clean up after their pets. We are asking for these charges to be removed from our account. They are listed as late rent charges and we are being threatened with late fees or eviction. I have many E-Mails to *** the property manger and ****** no one has responded back. The charges are still there. Thank you

  

  Business Response

  Date: 09/25/2024

  Hello, We are sorry to hear of the issues you are experiencing. However, we do not have a community in our portfolio named **** and we are unable to locate you in our records. If there is something that we can help you with regarding one of our communities please let us know!

• Initial Complaint

  Date:09/10/2024

  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 express my frustration and dissatisfaction with the misleading and deceptive practices I encountered at *************** Apartments. On 8/24/2024, My wife and I toured their property and was provided with documentation by their staff, which clearly stated a move-in special of nonrefundable amenity fee: $0 for the apartment we were interested in. I even took the extra step to confirm via phone and email that this special applied to our application.However, on 9/10/2024, when the lease would be due in 10 days, I was informed that this special would not be honored due to a so-called "mistake" in the initial communication. This is completely unacceptable and unprofessional. The leasing offices failure to honor the originally communicated terms has not only misled us but has also negatively impacted our move-in plans, causing unnecessary stress and uncertainty during a crucial time.We planned our budget and timing based on the information provided by the office. To retract this agreement at the last minute demonstrates a lack of integrity on the part of the management. I demand that they honor the original move-in special as promised or provide an immediate and satisfactory resolution to this issue.I expect a prompt and appropriate response to this matter. The documentation mentioned and my email communication history has been attached.

  

  Business Response

  Date: 09/17/2024

  Thank you for reaching out. We would like to confirm that this has been resolved with the individual directly, and the special was honored.

  Customer Answer

  Date: 09/18/2024

   
  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.
  
  Sincerely,
  
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