Complaints

This profile includes complaints for Waterton Associates L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waterton Associates L.L.C.

  2300 N Lincoln Park W Chicago, IL 60614-3456

  
• 

  The Lakes

  14710 NE 40th St Bellevue, WA 98007

• 

  The Shoreham at Lakeshore East

  400 E South Water St Chicago, IL 60601-4021

• 

  The Montrose Apartments

  4334 N Hazel St Chicago, IL 60613-1434

• 

  North Harbor Tower

  175 N Harbor Dr Chicago, IL 60601-7344

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:06/21/2025

  Type:Product 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.

  To Whom It May Concern:I'm a former tenant at ******** (downtown ***********) and resided there for 3 years (written lease). It's a rent-controlled property owned/managed by Waterton Properties. I've emailed the office, run by **** ******** and other workers, about this issue already on numerous occasions. I have also emailed and **** *. and ***** *. who seem to be managers for Waterton Properties. Neither of the latter women had ever responded.I vacated in Feb. 2025 and obtained the bulk of my rental deposit back but after a lengthy discussion with *. ********, we decided that I was still due/owed money (total $1.45) from The Waterton. *. ******** has repeatedly assured me that corporate would mail me the remaining amounts due in the form of a paper check but I have no way to confirm this. After a couple of months, I informed her that I still haven't received it. She assured me that she will ask corporate to cancel and reissue it. It's been months and there has been no update re the funds and no tracking number provided. Despite my numerous attempts to resolve this issue, I haven't been successful. I sincerely believe that *. ******** is lying and has no intention of paying me the amounts The Waterton owes me.Please investigate this matter. My loss may be small but it is possible that this is a systemic issue that affects many tenants. It may also be fraudulent if the managers are keeping these ill-begotten funds themselves. Given the large number of tenants at The Flats, those misappropriated funds would amount to a lot.Please kindly have Waterton Properties same-day ***** the check to me as I've waited a long time. Former tenants must receive their remaining deposits in a timely manner as required by CA law. I reserve my rights to take any legal action against Waterton Properties / The Flats if there is no response to my inquiry within 5 business days.Thank you,Ming **********

  

  Business Response

  Date: 07/03/2025

  Ming,

  Thank you for taking the time to share your experience with us and we apologize for any inconvenience this may have caused you. We appreciate your patience while we have been working to resolve this matter. After speaking with the office, they confirmed that a check was cut for the requested amount a couple months ago and that it appears there might have bee a misunderstanding with the timing of that check. We can confirm that a new check was cut this week and should be arriving at your address in the next week or so. Please do not hesitate to reach out to the site team directly with any additional questions.
  

  Sincerely, 
  Your Waterton ************* Team 

  Customer Answer

  Date: 07/07/2025

  Complaint: 23499746

  **** ******** has repeatedly assured me a check was senteven a second one after the first never arrived. Yet, *** received nothing. My last email on 6/12/25 was ignored. There was no miscommunication, and my address remains unchanged:
  

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

  If a check was truly sent, where is it? Why is there no tracking? This feels like a deliberate delay tactic to wear down former tenants. Ive been misled for over 5 months.
  Stop mailing checks. Wire the funds immediately.
  

  I urge the BBB to refer this matter to the California Attorney General or the LA City Attorney for investigation into this companys deceptive practices.
  

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

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  Complaint to the Better Business Bureau Company Name: Presidential Towers (Managed by Waterton)Location: *********************************** Nature of the Complaint:I am a current tenant at Presidential Towers (Tower 4). This complaint stems from repeated, documented failures by management to uphold basic health, safety, and habitability standards, significantly affecting my well-being and quality of life.Summary of Issues:Pest Control *************** Cleanup:Despite multiple ***** (significant presence of roaches) and spider incidents, management delayed treatment. When pest control finally entered on May 16, they left broken glass and debris in my kitchen, creating new safety hazards.Neglect of Documented Medical Conditions:Ive disclosed allergies and an anxiety disorder in writing. These conditions have been aggravated by unsanitary conditions and repeated exposure. Management failed to respond appropriately.Elevator Safety Incident:On May 18 (8:208:26 PM), Tower 4 Elevator A violently shook and stopped on the 33rd floor. My guest and I were nearly thrown to the ground. My guest was left crying. Staff gave no meaningful response when *********** a medically vulnerable tenant with documented disabilities. Despite written disclosures, management failed to accommodate or prioritize my situation which may constitute a violation of federal Fair Housing protections.Inconsistent Communication:After confirming treatment via email, management changed the date via a flyer contradicting prior info and showing ongoing disorganization.Desired Resolution:I request early lease termination without penalty, with a final move-out date of June 28, 2025. Ive tried to resolve this directly, but repeated breakdowns have made continued tenancy untenable.Why Im Filing:I believe consumers should be aware of these ongoing issues before renting. I hope Waterton will respond professionally and correct this through a respectful resolution.

• Initial Complaint

  Date:05/12/2025

  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.

  Hurricane damage.Mold painted over.Medical bills/issues.Breathing in mold.ESA health issues Constant noise bleeds and headaches

  

  Business Response

  Date: 05/15/2025

  ******,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  

  Sincerely, 
  Your Waterton ************* Team 

• Initial Complaint

  Date:05/09/2025

  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.

  I completed an application with a Georgia apartment complex. They let me know that upon denial I would receive the $250 admin fee back. Well I applied and was denied for reasons they could not disclose. This was in December of 2024. It is now May 2025 and I still have not received my $250 refund. I have contacted and contacted and even filed two complaints with the commissioner they then said they would reissue the check but still have not received. I of course want my money back but also dont want others to go through this. If they are not going to honor what they say and have written in black and white they should not tell people this false information this does not feel legal.

  

  Business Response

  Date: 05/12/2025

  Jasmine,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  

  Sincerely,

  Your Waterton ************* Team

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23307116
  
  The apartment complex is ******************************. Address *****************************************. It has been months and I still have not received ANYTHING! 

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

  

  Business Response

  Date: 05/20/2025

  Hi Jasmine,

  We apologize for any inconvenience throughout this process and appreciate your patience as we work to resolve this matter. After speaking in depth with the office, it looks like there was a miscommunication with the treasury department. The office let us know that you came in last Monday, May 12th and picked up the check in-person. Please see attached receipt as confirmation. 

  If there are any further issues, please don't hesitate to reach out to the office.

  Sincerely,

  Your Waterton ************* Team.

  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23307116
  
  I never came in person to pick up anything!! Im not sure what they are relaying but I have not been into that office. 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/02/2025

  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 placed an apt application back in early January. I paid a lil over $300 and was told the admin fee would be refunded to me. Its been over 4 months and I still havent received my check. I call multiple and 95% of the time calls are t being answered. About two weeks ago I was finally able to get in contact with some one and they said the check would be mailed out and I should receive it within a week. Its been about two weeks and theres still no check. And I called multiple times no one answers

  

  Business Response

  Date: 05/07/2025

  Jasmine,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?
  

  Sincerely,

  Your Waterton Customer Care Team

• Initial Complaint

  Date:04/24/2025

  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.

  Our experience here over the last 11 months has been extremely unsatisfactory. We moved in and the apartment was not move in ready (there was a lot of damage and half the appliances didn't work) . After multiple work orders we eventually gave up on getting things fixed. Since then the one of the two elevators has been down for over 6 months (it went down early November) and the other one goes down at least twice a week, if not more. The laundry room always has broken and dirty machines and are expensive to use. This place is going downhill and only getting worse as each day goes by. They say to contact hem to discuss and nothing has come of doing that. I do NOT recommend moving here.

  

  Business Response

  Date: 04/28/2025

  ***,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?
  

  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:03/05/2025

  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 am filing a formal complaint against **********, located at **************************************, due to an unjustified painting charge imposed upon me after my lease ended on February 4, ******. Improper Painting Charge ($213.12) for *************************************** has charged me $213.12 for painting, but the wall discoloration was caused by wildfire smoke and ash that entered the unit through the ventilation system during the January 2025 wildfires. This was not damage caused by me, nor does it fall under tenant negligence. According to California Civil Code 1950.5(e), landlords cannot charge tenants for normal wear and tear or external environmental damage.2. Unauthorized Use of Services Without My Consent During the Move-Out Inspection, the management directly provided me with a painting invoice without prior approval or consent to perform the service. The service was carried out without my agreement, and I was simply billed for it. California rental law requires transparency and proper tenant notification regarding move-out charges, which was not followed in this case.3. Questionable Vendor Information on the Invoice The invoice provided lists the service provider as "DAV ********************* but upon research:This company does not appear to exist in public records or online databases.The address listed belongs to a private residence, not a business location.This raises serious concerns about the legitimacy of the charge and whether the management is using questionable vendors to impose unfair fees on tenants.

  

  Business Response

  Date: 03/17/2025

  Yuanyuan,

  
  Thank you again for your patience while we work to resolve this matter. Given that your unit was fully painted and cleaned before you moved in, our property team was able to compare with the move-out photos. They were able to rule out paint-fading from sun exposure, and smoke staining from the ***** Your apartments location only allows for a few hours of direct sunlight disqualifying that, and while smoke could be a concern, our HVAC vents are not connected externally and we have not heard similar feedback from other residents, so that cause was disqualified as well. When residents cook, a small layer of grease spreads all across the unit and adheres to walls, cabinets, etc. This was determined to be the source; the images taken during the move out inspection show clear evidence of grease on the stove, microwave and the cabinet above the microwave. Please do not hesitate to reach out to the site team directly with any additional questions.
  

  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:01/30/2025

  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.

  Our account was put into collections after told by the business not to pay the account.

  

  Business Response

  Date: 01/31/2025

  *********,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  
  

  Sincerely, 
  Your Waterton ************* Team 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22877673
  
  I am rejecting this response because:
  This was *******************, in ************* 
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 02/10/2025

  *********,
  
  Thank you for taking the time to share your concerns with us. First, we wanted to assure you that following moveout, you are transferred to a 3rd party  pre-collection organization that helps make sure you dont get sent to collections. This means that if the balance is settled within 30 days of receiving the notice, it will not be reported to the credit bureau(s) and, as such, will not adversely affect your credit. After reviewing our records, it appears you owed $3,428 for breaking your lease as of 10/31/2025. It was our understanding, based on what you shared, your company would be paying the fee as it was a work-related move. Unfortunately, we have not received payment at this time. We apologize for any miscommunication or frustration you have experienced regarding your moveout fee. Please feel free to reach out to us directly so we can resolve this issue.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22877673
  
  I am rejecting this response because:
  I DID REACH OUT! I asked for the debt to be moved form collections back to your third party collector because I would rather not pay a debt in collections that I WAS TOLD NOT TO PAY. I will not be reaching out again to the respective apartment community. 
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:01/29/2025

  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 am filing a complaint against Waterton ******************* for gross negligence, security failures, and complete disregard for residents at The ***********************. Since Waterton took over, conditions have deteriorated. My car has been broken into four times, most recently on January 11 and January 28, 2025.The secured parking garage I pay $200+ per month for is a joke. The garage door has been broken for months, leaving a 1-foot gap for criminals to enter. Watertons "security patrol" is uselessIve watched them do a five-minute walkthrough and leave. The break-ins keep happening, and management refuses to take real action.After my January 11 break-in, I called and emailed management immediately. No response. Its been over two weeks, and theyve completely ignored me. On January 28, after yet another break-in, I went straight to the office. Their response? Oh yeah, some cars were broken into this morning. Your insurance should cover it. No concern, no accountability, no real plan.This isnt an isolated issuebreak-ins, thefts, and vandalism have been rampant for YEARS. Residents have had their cars, bikes, and storage units broken into, and managements only response has been to install a few cameras while ignoring the bigger problem! They have refused to provide security footage, waive fees, or acknowledge their repeated failures. The only solution I was ever offered was to move parking spaces, which does nothing to fix the issue.I have documented every incident, police report, email, and ignored request. Waterton is failing to provide even basic security while continuing to collect rent and parking fees! Their negligence is unacceptable. **I have consulted legal counsel and will be suing for negligence.**I demand an investigation into Watertons unsafe, deceptive practices. They are knowingly putting residents at risk and doing nothing to fix it.

  

  Business Response

  Date: 01/30/2025

  ******

  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our leasing and community personnel, we confirmed the vendor that handles our garage door is expected to be onsite to address the issue within the next week. Additionally, we are working diligently to get an onsite patrol team to monitor the garage area. Lastly, we want to assure you that any previous lack of communication you experienced will not be replicated; our team has taken strides to ensure consistent communication for our residents moving forward. Please know it is our goal to help and assist our tenants resolve any issue we can, so we greatly appreciate your patience and understanding as we work through this process together. 

  Sincerely,

  Your Waterton ************* Team

• Initial Complaint

  Date:01/28/2025

  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.

  What the Business Committed to Provide:I applied for an apartment listed on the Willowest in ********* portal with a move-in date of July 12, 2024. The business accepted my application and fees and confirmed the unit was available. However, approximately two weeks before the move-in date, I was informed that the current tenant could not vacate due to unforeseen circumstances. The management offered me alternative units that did not meet my preferences. So, they agreed to refund the $450 I paid.Nature of the Dispute:It has now been over 6 months, and I still have not received my refund. Despite numerous follow-ups through phone calls, emails, and in-person visits, I have been met with constant excuses, including:We're waiting for the manager's approval.We sent the refund check to the wrong address.The refund has been processed, but it takes time to ********* of January 28, 2025, no refund has been issued to me.Attempts to Resolve:The business has repeatedly failed to resolve this issue despite their promises. I even received a public reply to my ****** review asking me to contact them via email, but no reply has been received from the email like all previous emails and phone calls. This ongoing delay and the unprofessional behavior from the management team feel like deliberate stalling tactics.Desired Outcome:I am requesting an immediate refund of my $450 as originally promised. The business must uphold their commitment and refund my money without further delay.

  

  Business Response

  Date: 01/30/2025

  *****,
  
  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our leasing and community personnel, we confirmed that the refund is being reissued to the address you specified: *****************************************. We greatly appreciate your patience and understanding during this process as we work to resolve this issue.
  
  Please let us know if you have any further questions regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 03/05/2025

  Complaint: 22870207
  
  I am rejecting this response because: the issue remains unresolved. Despite the businesss response indicating that they would reissue my refund, I have not received the promised $450 refund as of March 3, 2025more than a month after their response regarding my complaint. To support my claim, I am attaching a copy of my complaint. I appreciate your assistance in resolving this matter.    
  
  Sincerely,
  
  ***** Eghbal ********

  

  Business Response

  Date: 03/11/2025

  *****,
  
  We are so sorry for any inconvenience you have experienced regarding this. Our records show that the refund was sent to ************************************************************************* on Thursday, 2/6 at your request. Please reach out to the Willowest in ********* office directly if you wish to update this address.
  
  Thank you.

  Sincerely,

  Your Waterton ************* Team.