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

  
• 

  Palms of Kilani

  1060 Kilani Ave Waipahu, HI 96797

• 

  The Elle Apartments

  801 S Financial Pl Chicago, IL 60605-1788

• 

  The Montrose Apartments

  4334 N Hazel St Chicago, IL 60613-1434

• 

  The Shoreham at Lakeshore East

  400 E South Water St Chicago, IL 60601-4021

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:06/13/2024

  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 am a resident of one of their properties, The Elle. I have been consistently paying my rent on time since the beginning of my lease in mid-December 2023. I set up an automatic payment to pay **** rent on **** 1st for rent + utilities, totaling $2,560. I had more than sufficient funds in my account to pay. I did not receive any notification from Waterton about a failed payment until **** 4th, which did not detail why it was a failed transaction, nor was there any information given from the Waterton that it was due to my bank. So, I immediately on **** 4th I went into the online system and issued another payment with the same banking information that I have on file and have used consistently to pay rent, and it was declined again **** 7th. Now, my online payment system access was blocked. I am not able to make payments online, nor see my payment account information. After emailing The Elle leasing office and calling them several times with no answer, I went in-person to hand them a personal check to pay rent. However they do not take personal checks. I asked to unblock me from the online payment system but ******************************* said falsely claimed that the blocking of online payment system is stated in my lease and spoke to me on the phone with an extremely unprofessional, threatening attitude stating that she was the landlord (she is not). I contacted the property manager **************************** and he said he could not unblock me from the online payment system. I then called a direct line to the Waterton to get in touch with *************************** but her line consistently goes to voicemail. I simply would like to pay my rent on time. My only ask is to put me back onto the online payment system to do so. There is absolutely no information anywhere in the contract that states my access to the online system will be blocked after two failed payment attempts. Staff I have interacted with at Waterton has been largely unhelpful, unresponsive, and negligent.

  

  Business Response

  Date: 06/17/2024

  **********, 
  Thank you for taking the time to share your experience with us. We apologize for any miscommunication on our part and after exploring the situation further, here's what we can share: 

  It is a policy that after two returned payments by a financial institution in one month, a resident's rent must be paid via certified funds; the online payment method and personal check method do not meet those requirements. 
  

  Thank you for your understanding and please let us know if you have any questions. 
  
  Sincerely, 
  Your Waterton ************* Team

• Initial Complaint

  Date:04/09/2024

  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 have been a resident at ************** (Apt. 602) owned by Waterton. I first had to move out of this property due to the property not properly notifying residents of any upcoming renovation projects and could not ensure quiet enjoyment. Upon working through documents to vacate the property, I requested the apartment for my legally entitled move-out inspection under my presence. While it was scheduled to be a few weeks before my vacancy (3/22/2024), it never occurred. I still had to follow up multiple times but never got the inspection.A few weeks after vacating the property, I received a move-out statement with outrageous charges for cleaning & carpet replacement. I've contested this with the management but it has been very difficult to get any meaningful response from the landlord. Also, the landlord claims that they inspected the unit after my vacancy. It has been 18 days since I vacated the apartment. The landlord holds my deposit in trust with the fiduciary duty to return any portion not lawfully claimed. Under CA Civil Code ******, it is illegal for the landlord to charge these fees without the requested preliminary inspection. I request the return of my security deposit and resolution of this matter.

  

  Business Response

  Date: 04/15/2024

  ***,
  
  Thank you for taking the time to share your experience with us. First off, we understand you wished to be present at the inspection and apologize for any miscommunication during this process. In our review of the situation, we would like to share the following:
  

  - The charges were incurred because the carpet and subfloor were stained with dog urine which resulted in $499.43 for carpet replacement, $595.00 for a floor seal, and $175.00 for unit cleaning.

  
  - The call record shows you reached out on the 25th to request the inspection for the following day at 10:30 am, and that you noted you would not be present since you planned to return your keys that day (March 26th).  

  
  - The key log shows your keys returned on the 26th
  
  If there is any other information we can provide you, please let us know.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21554061
  
  I am rejecting this response because: I have never made such request to get the inspection without my presence. The leasing office and the community managers have my signed record indicating my request for an inspection with my presence weeks before I had to vacate my unit.

  Sincerely,
  
  *********

  

  Business Response

  Date: 04/26/2024

  ***, 
  Thank you for the additional information. 
  
  The Vue has received your demand for payment. 

   

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

• Initial Complaint

  Date:03/26/2024

  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.

  I am a former resident of ************, a Waterton property in *******. On 11/6/2024, I was emailed by Waterton employee ****************************, regarding my final move-out date, which stated that I could "log into resident portal for usage based utility charges". As a result, I anticipated that I would be able to pay my final bill instantly online, just as I did before moving in and throughout lease.On 3/21/2024, I was emailed by Waterton employee ***************************** with a bill for $204.49, with the following paragraphs: "You no longer have access to your online account. Please drop off or mail a personal check, cashier's check or money order to the address below" and "Per your lease agreement; any outstanding balances need to be taken care of 10 days from the date you receive your final account statement. If your outstanding balance is not paid within 10 days your account will be sent to collections."Despite concerns about the security of sending a check or money instrument via mail (the risks of doing so are well-documented, which is why businesses which value their customers don't ask them to do this), I had a check mailed on 3/22, 1 day after receiving the bill.On 3/25/2025, in violation of the lease agreement, and contrary to communication sent by Waterton, this bill was sent to collections, 2 business days after initially being sent. This is clearly not enough time for a check to arrive in the mail from most locations, and is unreasonable. The experience of having a non-delinquent bill in good standing sent to collections, to be harassed by debt collectors, is distressing and Waterton's behavior is unprofessional.I am writing to request the following: 1. Waterton to confirm that I do not owe them any money, as I have made payment to the debt collector, and that this account will not be reported to any credit bureaus.2. Waterton to confirm they will modify their policies to not send future accounts to collections after only 2 business days.

  

  Business Response

  Date: 04/05/2024

  ****,
  Thank you for taking the time to share your experience with us and we would like to apologize for any stress or confusion that has been caused during this process. After digging into the situation, this is what we can share:
  It is standard that three days after your account is closed following a move-out, ***************************** will begin their communication efforts. At the 10-day ***** the balance is moved into pre-collections, and at the 30 day **** the balance will be put into collections. We understand that we could have communicated better that the contact you received 3 days in, and 10 days in, were pre-collections efforts. Regarding your questions:

  
  1. Your final payment has not been received yet.  
  2. Your balance has not been sent to collections yet, as it has not 30 days since your account closure. To ensure your balance does not get put into collections, please you pay before that 30-day ****.
  
  Please let us know if there is any other information we can share with you.
  
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21488499
  
  I am rejecting this response because:

  I attached a document, Debt Collector Payment Receipt.pdf showing receipt and acceptance of the payment by the debt collector, which was debited by their collector. The letter confirms that "Resident Advocate is a debt collector. This is an attempt ot collect a debt. Any information obtained will be used for that purpose.", indicating that they are collecting on a debt on behalf of Waterton.

  Waterton's failure to receive money from the debt collector they hired is not my responsibility, as I have made payment in full to their appointed agent.
  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 04/15/2024

  ****, 
  Thank you for sharing -- we were able to reach out to ******************************* and confirm that they have received payment. 

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

  Customer Answer

  Date: 04/15/2024

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

• Initial Complaint

  Date:03/22/2024

  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.

  On February 28, 2024, I applied for an apartment at ************. I paid an application fee of $62.02 and a requested deposit of $250 via card BEFORE I was approved. I was then notified of my application being rejected. Once I discovered why it was rejected and that it could not be remedied in the 72 hours they require, I requested my deposit back via email with the property manager, *********************. She responded via email on February 29 they were refunding via check (not my card that I used to pay) and that it would be UP TO two weeks before I received it. I allowed more than two weeks to pass then contacted her again to inform her I hadn't received it. Then she changed her story to 21 days (three weeks) and that she would have the assistant manager check on it. As of the date of this complaint, it has been 22 days and I have not heard back from her nor have I received my refund. I have attached the emails in which *************** told me when I should expect the refund and how it changed from up to two weeks to 21 days. I am requesting the entire $312. 02 I paid back because the issue I was rejected for was fixed just 1 day after their stringent 72 hour policy, part of which was the weekend (*************** told me to call the company they used to reject me to fix the issue, which I did; due to it being the end of the week, they couldn't look at my documents until after the timeframe was over - she invited me to apply again when the issue was fixed - I have that in an email as well).

  

  Business Response

  Date: 04/03/2024

  *******,
  Thank you for taking the time to share your experience with us; we apologize for any miscommunication or confusion you experienced during this process. Can you please confirm that you still have not received your $312 refund? We also understand your frustration with the 72 hour rule, unfortunately that is a company standard that must be abided.
  

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

  
  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21471920
  
  I am rejecting this response because I have received $250 of the $312 refund. So I am still owed $62.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/05/2024

  Hello, 

  It is noted in the application Terms and Conditions that Application fees are non-refundable, hence the difference in refund. Please let us know if there is any other information we can provide. 
  
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21471920
  
  I am rejecting this response because you asked me if I received the entire refund of $312 which included the application fee then made an excuse not to refund it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  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.

  There is mold and asbestos everywhere on the property and no tenants were notified and will not be notified. Mold is located inside and outside of walls and even in the newly renovated units. They literally just renovated on top of it, absolutely no remediation. You, your children, and your pets will be exposed. It is located inside of the laundry rooms and in all washers and dryers. You can provide proof and request a certified mold inspection and you will be constantly denied and eventually ignored. I contacted corporate and nothing has been done as well. The newly remodeled leasing office is even falling apart, the ceiling just caved in and the roof is leaking into multiple homes, still nothing has been done. New management, new name, new staff , same problems and even worse.

  

  Business Response

  Date: 03/18/2024

  *****, 
  Thank you for taking the time to share your experience with us. Can you please share what property you are a resident at so we can look into the matter? 
  
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21435553
  
  I am rejecting this response because:
   *************** Management (Building ***************************************

  I have reached out to the chain of command and got as far as Missy the ** and they are still denying the inspection. 

   

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

  

  Business Response

  Date: 03/26/2024

  Alexa ,
  Thank you for providing further information. Upon further exploration, our records show that the bathroom ventilation has been addressed and that a 3rd party vendor is being coordinated with to remedy the window leak. We appreciate you sharing your experience as it allows us to continue to grow and improve!
  
  Sincerely,
  Your Waterton ************* Team
  

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21435553
  
  I am rejecting this response because:
  I had to hire a my own third party mold inspector since the property management copy refused to do so after over whelming evidence of suspected toxins in home. The Inspection was sent to a certified hygenist and proved my suspicions correct. I will be suing for proper compensation due to the negligence of this company after being properly notified and given the opportunity to rectify any and all issues for almost a year. My health as well as my service animals health has been comprimised due to yiour failure to address the toxins in my home. 

   

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

• Initial Complaint

  Date:03/04/2024

  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.

  On February 26th I took my rent for February to leasing office at Summerwind Apartments and ****** accepted rent. Later that day I opened my front door and the money orders fell to the ground. There were no communications efforts made that they were being returned and one for 500 was missing. I returned back to the office and asked was they rejecting my payment and was told yes because we are already in March. From the customer standpoint it doesnt make sense obviously because we are still in February. The regional manager reached out to me and stated because I have been late before this is the reason they are filing an eviction but again even for her she is missing the importance of my frustration which is there was no communication for me to know a timeframe and no communication when payment was rejected and left at my front door.

  

  Business Response

  Date: 03/05/2024

  ******,
  Thank you for taking the time to share your experience with us. We hear that our communication could have been better, and for that we apologize. After looking into the situation,we found that the leasing agent you attempted to leave funds with did not accept the payment, and she informed you that due to your rental history at the property and the amount of times your rent payment was late, the following month of rent was also required in order to avoid an eviction. It also appears that the regional manager followed up with you and shared a similar sentiment. Again we apologize for any miscommunication on our end and please let us know if you have any questions.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21380446
  
  I am rejecting this response because:
  

  I have attached 2 emails from your property management team. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/12/2024

  ******, 
  Thank you for taking the time to share those screenshots -- the sentiment in the provided emails seems to match what was summarized in the previous response, but we would be happy to have the regional manager reach out again if you would like. 

   

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

• Initial Complaint

  Date:02/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a previous employee. I am attempting to get my W2 and ***** responds to me. I have attempted to reach out to them multiple times yet ***** gets back to me. This has been ongoing since the beggining of the year.

  

  Business Response

  Date: 02/23/2024

  ******, 
  Thank you for taking the time to share your experience with us! After touching base with HR, it sounds like one of our team members reached out and is working with you directly to resolve the issue. However, if you do need further assistance, please don't hesitate to reach out. 
  
  Sincerely, 
  Your Waterton ************* Team 

• Initial Complaint

  Date:02/05/2024

  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.

  We moved out from ************************************************************************************************ (**********************) on 28th December, 2023 (the last day of our lease). We had a security deposit of $3408 (2 months rent). It has been close to 40 days and we have not received back our deposit. I have gone to their office (*************************************************************************************) twice but I am yet to receive a positive response. I have also send them e-mails regarding the same but to no avail.

  

  Business Response

  Date: 02/22/2024

  ******, 
  Thank you for taking the time to share your experience with us. Our records show that the Area Vice President, Seynabou Fall-*****, has been in contact to resolve your concerns, but please reach out if there is anything else we can do for you. 

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

  Customer Answer

  Date: 02/26/2024

   
  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 have received the deposit and thank Waterton Associates for their prompt response. I am also deeply thankful to BBB for helping me out in this matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/31/2024

  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 an international student who has been left homeless by this business at the beginning of the semester. I was to move in to apartment 503 where I had paid for everything including full months rent and move in cost. I was later told the room was infested with pests and my room was changed. But I was given a third floor with no elevators and as a person recovering from an accident I told I cant accept that because of my condition. I chose a different room and the move in was changed from 31st Dec to 12th Jan. I called on the 9th of Jan to ask for the lease since they said they are having issues with it. I go there on 10th of Jan to inspect the place they tell me the current resident is still there and the room is unavailable . So the next option is to take a bigger at the current price. I offered to speak to the regional manager and was told they are finding solutions for me. I called them in the morning on the 12th my supposed move in and they are telling me its either I take the my current size of room at the current price of about $500 difference or a bigger room for the current price or take back my money. And the money is also not going to be available now which has left me very constrained as an international student who is now homeless in the ***. They are not willing to price match the unit which is the same size as mine with the excuse that the price has increased as of today by almost $500 so they cant absorb that as a business. They have held my money over a month as I completed all my payments in respect to the unit. They offered to refund instead. It is almost two months since they had our money and they are not refunding it.

  

  Business Response

  Date: 02/02/2024

  ******, 

  Thank you for taking the time to share your experience with us. Can you please share what property this took place at so we can look into the matter? 

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

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21228291
  
  I am rejecting this response because:

  it was a question that needs to be answered.

  ********* at Lindbergh.
  
  Sincerely,
  
  ****** Dzewu

  

  Business Response

  Date: 02/15/2024

  ******, 

  Thank you for providing that additional information. Thank you for your patience as we look into this matter! 

   

  Sincerely, 

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

  
  

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21228291
  
  I am rejecting this response because:

  They have sent us a check of $2640 which is still short on 02/09/2024 which is still short the amount. The Operational head Seynabou Fall-***** said the will send the excess. My roommate and I asked for how Waterton will compensate us for the great inconvenience caused but there has been no response to the email nor any of the voicemails.
  
  Sincerely,
  
  ****** Dzewu

  

  Business Response

  Date: 02/22/2024

  ******, 
  Thank you for taking the time to share your experience with us. Our records show that the Area Vice President, Seynabou Fall-*****, has been in contact to resolve your concerns, but please reach out if there is anything else we can do for you. 
  
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21228291
  
  I am rejecting this response because:

  The Area manager has tried to refund the total amount which we have not received the short amount. Also, we asked how the cooperation was going to compensate us and was told I should provide written proof of my interactions with the team at Willowest concerning they not moving me in knowing very well our interactions were verbal. I have proof of verbal interactions, but she claims it can be made up and there is nothing the cooperation can do without written proofs.

  You should kindly look into this to provide a better compensation to my roommate and me. 
  
  Sincerely,
  
  ****** Dzewu

• Initial Complaint

  Date:01/26/2024

  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 lease an apartment from *********************** (Waterton)11/2/2023.in doing so I was charged $300.00 administration fee I was assured would be reimbursed within 30 days if I was denied. On 11/4/2023 I was denied.On 11/14/2023 I sent a return address for the $300.00 fee. Ever since I have received the run around through email and phone calls. I have attached the email thread indicating our conversations.

  

  Business Response

  Date: 01/29/2024

  *******, 
  Thank you for taking the time to share your experience with us so we can get this all straightened out! Our records do show that the check has been issues multiple times, but since they have not made it to you successfully, we would be glad to have it delivered to our office and you can pick it up there instead. We apologize for any miscommunication or inconvenience this has caused! Please reach out to ********************************** if you would like to arrange the check being sent to the office instead. 
  
  Sincerely, 
  Your Waterton ************* Team