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. has 87 locations, listed below.

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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:01/23/2025

  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 was a resident at one of Waterton's properties for a little over two years. I moved out just over 90 days ago. The apartment complex owned by Waterton has failed to pay me and my former roommates our security deposit. We should be receiving around $800+. Every time we contact the apartment complex the manager there is "unavailable" and the agents say that they will have the Manager call us. But after contacting them numerous times the manager of the property has yet to contact me back. I'm hoping this complaint will get this issue resolved and prevent this from happening with future tenants at this property.

  

  Business Response

  Date: 01/28/2025

  ****,

  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:01/02/2025

  Type:Sales and Advertising 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 applied to an apartment Sept. 2024 and was not granted a unit per the properties' requirements. I am waiting on my $600 refundable deposit and have not been able to get an answer. I was initially informed by ****** that they had just sold the properties and to reach out to their corporate office for this request. I have had no luck. I would like my deposit refunded as indicated from my initial leasing agent **** *******. I have recently been in contact with new management, ***** ******.

  

  Business Response

  Date: 01/08/2025

  *******,
  
  We apologize for any inconvenience this is causing and appreciate your patience. After speaking in depth with our community personnel, it was confirmed that you were an applicant when a different company, **********, owned this property, so it appears this matter may have gotten delayed in the turnover of ownership. There was a refund of ****** issued to the provided address: **********************************;on 11/11/2024. ********** has re issued the refund as of January 7th to the address you listed on this BBB complaint (95 W 5th Ave (242) *******************). 

  Please let us know if there is anything else we can help with regarding this matter.

  Sincerely,

  Your Waterton Customer Care Team.

  
  

  Customer Answer

  Date: 01/09/2025

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

• Initial Complaint

  Date:11/13/2024

  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.

  I applied for an apartment and chose to withdrawal my application and notified the on site manager within 72 hour timeframe as required to request refund of $300 admin fee. Manager Azul ***** is never available to take or return calls and failed to respond to any/all emails or is out of the office I want my refund sent back to me as I am on a fixed income and this is a HUGE inconvenience and poor management on their end!

  

  Business Response

  Date: 11/15/2024

  *****,

  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:10/22/2024

  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.

  I am writing to report an issue with L Seven Apartments in *************, ** I submitted an application and deposit for an apartment on August 31, 2024, but the lease was never issued, and despite multiple attempts to contact the management via email and phone, I have received no response. It has now been two montsh, and I am concerned that they are avoiding my communication and withholding my deposit unfairly; I've also been blocked from their email, so it appears to be intentional. I would appreciate any assistance in resolving this matter.

  

  Business Response

  Date: 10/23/2024

  *******,
  
  Thank you for taking the time to share your experience with us! At the time of your application, ******* was owned and managed by a different company. Waterton took over in September and would be more than happy to work with you on finding a new home. Please email the team directly at **********************************
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22456968
  
  I am rejecting this response because: I'm not interested in finding a new apartment, I want my deposit returned.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/04/2024

  Hello, 
  We looked further into our records and found the following: 
  Your refund was issued by check on 10/17/2024 and mailed to the forwarding address you provided. You should receive your refund within approximately three to four weeks. The address you provided is: 
  
  To:  ******* *******
  *******************************
  Apt. 1811
  *******, **- 98121

   

  Sincerely, 
  Your Waterton Customer Care Team

  
  

• Initial Complaint

  Date:10/04/2024

  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 am writing to urgently report a serious issue at ************, where I am a resident. The cargo elevator has been out of service for the past two weeks, and I was not notified about this situation. As a result, I have been unable to move my furniture into my apartment, and I have had no choice but to sleep in my car during this time.This is an unacceptable situation, and I need immediate assistance to resolve this. I cannot move my furniture without the elevator, and

  

  Business Response

  Date: 10/14/2024

  Hi
  Valentine,
  
  Thank you
  for taking the time to share your experience with us. First, we would like to
  apologize for any miscommunication or inconvenience. We were able to look into
  your case and our findings include the below information:
  
  It is
  accurate the passenger elevator was down on 10/3, and the service elevator
  still has parts on order that we are waiting on; however, in the meantime the
  passenger elevators have been utilized for move-ins by other tenants.
  Communication to you, Valentine, has been made by both the Community Manager
  and Regional Manager with offers to transfer to another apartment including
  release from the apartment lease.
  
  If there is anything
  else you need please don't hesitate to reach out to our offices or the
  Community Manager.
  
  Regards,
  

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22380070, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Valentine Izundu

• Initial Complaint

  Date:09/14/2024

  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.

  My identity was stolen and I placed a freeze on my credit in Feb 2024. In March Waterton properties ran my credit and rented an apartment to someone fraudently using my credit, even though there was a freeze on my credit and they never contacted me. Now they are trying to make me pay $15,000 in damages from the person they rented the apt to. Now they won't return phone calls.

  

  Business Response

  Date: 09/16/2024

  *******, 
  Thank you for taking the time to share your experience with us. Can you please share the community you have been in discussions with? 
  
  Sincerely, 
  Your Waterton ************* Team

• Initial Complaint

  Date:08/31/2024

  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 just recently moved into the apartment complex now 3 days. I called yesterday already about the roaches I found that are crawling everywhere I was told to wait until Thursday. There are damages to the property and when I arrived it wasn't clean there was hair everywhere. When I made them away of the roaches I was also told to get ****** spray and to just spray them in the mean time. I was unable to see the apartment before moving in they told me a few repairs had to be made so that's why I was unable to see it before moving in. I tried multiple times to call the office again to inform them that I had roaches crawling out of the sink but no one has answered. When I went into the office and tried to explain the issue again I got called up when I started to reiterate the issue to them again I was told to have a seat and could no longer wait anymore because I have 2 small children and my sons birthday party is today. It's so disgusting I had to sleep in my car with my children because of fear of having roaches crawl on us. I'm a single mom with 2 small boys I just spent my last to get in the apartment and I'm extremely disgusted and embarrassed of myself even being there. I can't even unload my groceries because of fear of roaches getting into it. I spent my last to move and move I have nothing because I'm so disgusted at even being in there it makes me feel extremely dirty.

  

  Business Response

  Date: 09/03/2024

  Good morning, *******. 
  
  Thank you for taking the time to share your experience with us. Can you please share the property you are living at so we can look into this matter?
  
  Sincerely, 

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

• Initial Complaint

  Date:07/22/2024

  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.

  I applied to an apartment located at *************************************** and was denied. Before I applied, was told in this case, I would receive a refund for the application processing and no other details. I assumed this meant I would be receiving a refund to the account charged. Upon denial, the leasing managers informed me my refund would be in the form of a check within 30 days. I was not informed of this prior to applying or I would not have applied. I have tried to contact the corporate office multiple times to speak with someone about processing my refund as soon as possible and they have stated multiple times that the person I need to speak with is unavailable. After several calls, several urgent messages left, multiple days, I have received no response. When I call back to get an update or attempt to speak with said person, I receive no information other than the person responsible is unavailable. This is unacceptable. They have my money and I need it back immedidately.

  

  Business Response

  Date: 07/24/2024

  Hello, 
  Thank you for taking the time to share your experience with us. We are glad to share our records show the regional manager reached out to you and resolved the situation this afternoon. 
  Please let us know if there is anything else you need. 
  
  Sincerely, 

  Your Waterton ************* Team 

• Initial Complaint

  Date:07/13/2024

  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.

  Our lease began on May 4, 2024. We have submitted multiple maintenance requests for serious issues in our unit: the ** not working, leaks in the water heater, leaks in other pipes, water damage, garage door unit smoking, fridge not working. And nothing has been done. We call the emergency maintenance line and someone will come look at the issue but then its marked as completed in the maintenance portal and nothing is done. We had to fight to have our HV** unit replaced because it was causing water leaks and made our ** unusable, and it worked for about a week before it broke again. We submitted an emergency work order when our fridge broke on July 1 and we still do not have any information on when it will be fixed or replaced. This place is horrible and nothing is maintained and nobody will even talk to us about issues regarding maintenance because we have been labeled nuisance tenants for trying to get things fixed. Our calls and emails are ignored, management refuses to speak with us when we go into the office, and maintenance staff will not speak to us except to say its on their list.

  

  Business Response

  Date: 07/23/2024

  Hope,
  Thank you for taking the time to share your experience with us. We apologize for any miscommunication or inconvenience you experienced! After looking into the matter,  here is what we found:
  Your refrigerator was successfully installed on July 14, and records show a tech has come out to readdress the frozen AC. 

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

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21985325
  
  I am rejecting this response because: It took 17 days from the time we submitted an emergency work order until our new fridge was installed. This goes against local and state ordinances requiring habitable living conditions be upheld for all tenants. We have multiple other outstanding work orders and nothing is being done, ******************* keeps closing them without addressing them. There is a hole in our bedroom ceiling that he made in JUNE and has yet to fix. Maintenance is impossible to work with, every time we ask when something will be done we hear tomorrow and then tomorrow comes and nobody shows up. I need accountability for promises made and broken by the useless people maintaining your property. It is unacceptable that we have multiple things that have needed to be fixed since MAY 4 and nobody will help us. ******************* is completely incompetent and his staff members agree with us that he cannot do his job sufficiently and he does not delegate or utilize his team properly. ****** is the exception, she is amazing, shes the one who got our AC fixed and has helped us with some repairs. We pay too much money to live in a home with broken doors and a leaking ceiling and abandoned cars taking up parking spots. Its embarrassing to say the least. 
  
  Sincerely,
  

  Your Tenant

  
  

  

  Business Response

  Date: 07/31/2024

  Hello, 

  We are glad to share our records show the community manager reached out with resolution options. 
  
  Sincerely, 
  Your Waterton ************* Team

• Initial Complaint

  Date:06/18/2024

  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 express my concerns regarding a $1,028.25 fee I am being charged for providing a 33-day notice instead of the required 60-day notice. Initially, I was considering renewing my lease, but a series of unresolved issues have forced me to reconsider. Since the end of May, the building's elevators have been malfunctioning intermittently, causing significant inconvenience. I recently underwent major surgery in April 2024, which requires a 9 to 12-month recovery period. Given my health condition, the frequent elevator outages have forced me to use the stairs, which is detrimental to my recovery. Consequently, I have decided not to renew my lease and need to move into a facility that better accommodates my health needs.Additionally, I have experienced ongoing water leaks in my bedroom floor every time it storms. Despite numerous requests for a permanent fix, the management has only provided temporary solutions, such as using a fan to dry the carpet, which does not address the underlying issue and poses a mold risk. My request to be moved to a new unit was denied. There is also a severe ***** infestation that I have reported weekly without any effective resolution, even though I pay for pest control services. Living across from the trash chute, where tenants often leave their garbage, has exacerbated this problem.Furthermore, my dog has been attacked by other tenants' dogs on three separate occasions. Despite filing several complaints, the management has not addressed the issue. During one of these incidents, I was injured while trying to protect my dog. I involved the police & filed a complaint, but no action was taken. Given these ongoing issues, I find it unreasonable to be charged a fee for insufficient notice. My decision to move is driven by the need for a safe and accommodating living environment, and I urge the BBB to assist in resolving this matter to remove the fee and I will proceed to pay for the 19 days for the month of July left on my lease.