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.

close

Find a Location

Waterton Associates L.L.C. has 87 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Waterton Associates L.L.C.

  2300 N Lincoln Park W Chicago, IL 60614-3456

  
• 

  Waterton Associates

  1650 SW 78th Ave Davie, FL 33324-3388

• 

  Waikele Towers

  94-344 Pupumomi St Waipahu, HI 96797

• 

  128 on State

  128 State St S Kirkland, WA 98033

• 

  The Tides at Lakeshore East

  360 E South Water St Chicago, IL 60601-4028

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:01/17/2024

  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.

  The building was satisfactory until ******* took the role of ******************* Manager. I work as a surgeon and drive an electric car. A rule of the building is that electric car charging spots are reserved for electric vehicles only, with the penalty of towing at the owner's expense for non-compliance. However, there's a recurring issue of gasoline cars occupying these spots, and the management seems indifferent to this problem and the residents' concerns. One evening, I returned home to find all electric car spots occupied by gasoline vehicles. I contacted the front desk for assistance, either to have the car moved or towed, but *******, the ******************* Manager, refused to help or even discuss the matter with me, despite my being a resident. Later, I encountered ******* near the elevator and attempted to discuss my complaint. He behaved extremely rudely, attempting to avoid the conversation, pointing fingers, yelling at me, and expressing blatant disregard for my concerns. He concluded by saying he didn't care about my issues and suggested I could visit his office the next day if I wanted. I advise against moving to this building due to the numerous issues and the management's apparent apathy.

  

  Business Response

  Date: 01/22/2024

  Yevhen,
  Thank you for taking the time to share your experience with us. We are sorry to hear about the inconvenience you experienced with the electric car parking, but we are glad to share that our records show that said car was towed that same night! After you notified the front desk, our community manager called the towing company and had the situation rectified as soon as possible. Again,apologies for any inconvenience or miscommunication during this event. 

   

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

• Initial Complaint

  Date:12/31/2023

  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 moved out of one of Waterton's properties on November 6, 2023 with no issues. Left my keys, my account was disabled, no one reached out to me for a forwarding address or any remaining issues. However, on December 29, 2023, I received a letter from a debt collector, Resident Advocate, saying that **** sent them a debt to collect for $64.07. I was never once told about what this debt is for, or that it even existed. I imagine it is not company policy to send a debt created unilaterally and without justification, to a collection agency. I would like to know how such a minimal amount that I would have paid on the spot if the justification was reasonable ends up at a collections agency. Now I am potentially dealing the the first ******************* I have ever had on my credit report.

  

  Business Response

  Date: 01/03/2024

  ******,
  Thank you for taking the time to share your experience with us. We understand the stress and frustration this has caused and apologize for both that and the lack of communication surrounding the situation! After looking into the details, this is what we found:
  The $64.07 bill was your final utility bill and hit your account about 48 hours after moveout; when this went unpaid, Resident Advocate initiated their collection efforts. You have approximately 30 days from day-of-notification by *****************************/Resident Advocate to pay the bill before it impacts your credit. Please reach out to ********************************** and let us know if there is anything else we can do, or if you would like to discuss this further!Again, we apologize for the stress, inconvenience, and miscommunication during this process your experience is important to us and will help us continue to grow and improve. 

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

  Customer Answer

  Date: 01/12/2024

  
  This is a follow-up to ID# ******** because the website would not allow me to respond to the BBB message to re-open. Original complaint is as follows: "I moved out of one of Waterton's properties on November 6, 2023 with no issues. Left my keys, my account was disabled, no one reached out to me for a forwarding address or any remaining issues. However, on December 29, 2023, I received a letter from a debt collector, Resident Advocate, saying that **** sent them a debt to collect for $64.07. I was never once told about what this debt is for, or that it even existed. I imagine it is not company policy to send a debt created unilaterally and without justification, to a collection agency. I would like to know how such a minimal amount that I would have paid on the spot if the justification was reasonable ends up at a collections agency. Now I am potentially dealing the the first ******************* I have ever had on my credit report." Waterton's response to this was that as long as I pay within 30 days, the debt will not go on my credit. Waterton failed to discuss any of the other problems I had with not being informed of the debt to begin with. This is important because I was charged a $13.50 processing fee that I would not have been charged with proper communication from The Elle which you will find through reviews, has been a problem of their ever since acquiring the property from Alta. I would like my $13.50 refunded, as well as a proper and reasonable explanation as to why I was never contacted about the original debt and an apology from the leasing office at The Elle for not responding to my emails about the debt and making me go through this process.
  

  
  

  
  

  

  Business Response

  Date: 01/24/2024

  ******, 
  Thank you for bringing this additional concern to our attention! ******** team will be reaching out to you shortly, if not already, with an apology and information on a refund of that $13 fee. Again, you have our apologies for the stress and inconvenience. 
  
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21076556
  
  I am rejecting this response because:

  The apology ran a little flat and they took responsibility for the miscommunication (it was actually lack of any communication at all). I found out they have been doing this to other residents, so I will likely send an inquiry to the ******** Attorney General just to make sure this is a coincidence and not any malicious intent, as my fiancee said this may be retaliation for giving a poor review and trying to hold ******** office accountable for their lack of communication and action when something goes wrong with the apartment. This is especially troubling because I never actually got a response as to how I was never contacted. After seeing **** is sending others to a debt collector in the same way they have myself, I cannot accept this compromise any longer as the circumstances have changed. Thank you for your effort in this matter, but I need to escalate this matter to make sure that the leasing office is not empowered to continue going after residents for moving out.

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

• Initial Complaint

  Date:12/31/2023

  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 Name Is ***************************, I Currently Live In *************** **************************************** . Im Sending This Email Because, I Was Going To Transfer To **** But They Gave It To Someone Else When I Had Already Paid The Fees And Everything Else Signed The Papers To Move In . Now My Contract For The Apartment Im Currently Living In Is About To Be Over In A Week, I Dont Have No Where To Go. This Isnt Fair To What They Did To Me And My Family . You Guys Should Do Something .

  

  Business Response

  Date: 01/12/2024

  *******,
  Thank you for taking the time to share your experience with us.
  
  We understand there was a problem with the original unit you preleased to transfer into and we are so sorry for any stress or inconvenience this has caused. After our team investigated this issue further, we are happy to share the following:
  
  After you noted that the alternative units the *************** team offered were unsatisfactory to you, it was confirmed that you can remain in your current home at its current rate until a ground floor front facing unit on the same side of the property is available in the near future. The team at *************** will be in contact as soon as that space is open, but please do not hesitate to reach out if there is anything else we can do for you.
  
  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:12/26/2023

  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.

  THE LAURELS IS HORRIBLE! I'M LIVING IN A DISGUSTING UNIT AND NOBODY CARES. I'M BEING OVERCHARGED FOR WATER! WHY AM I PAYING OVER 100/MONTH IN A TWO BEDROOM WITH ONLY TWO PPL LIVES?? WHY DOESN'T MAINTENANCE CARE NOTHING ABOUT MY UNIT FALLING APART?? WHY CANT YOU USE THE LAUDRY ROOM BECAUSE IT'S INFESTED WITH ROACHES?? WHY AM I STILL PAYING A MONTHLY PET FEE AS I'VE BEEN PAYING FOR OVER 10 YEARS NOW. I'VE PAID MORE FOR THE ACTUAL PET ITSELF WHEN THIS UNIT WILL BE REVAMPED ONCE I LEAVE! I'VE BEEN LIVING HERE FOR ALMOST 20 YEARS AND WITNESSED THIS PLACE DECLINE TO ONE OF THE WORSE COMPLEXES I'VE EVER SEEN!!! I'M HAVING ISSUES HOWEVER ITS A 6 TO 10 MONTHS WAIT FOR EVEN A MINOR ISSUE! PRICE GOUGING ON WATER ALL OF THIS IS DISGUSTING!!! I'M MOVING NEXT YEAR HOWEVER WHILE IM HERE I EXPECT TO BE TREATED LIKE A HUMAN BEING! I'M ALSO FILING A COMPLAINT WITH ********** ATTORNEY! THIS PLACE NEEDS AN AUDIT! NEEDS NEW MANGEMENT!! NEW EMPLOYEES!! REVAMPING!! ITS TERRIBLE I HATE IT HERE!

  

  Business Response

  Date: 01/09/2024

  ********,
  
  Thank you for taking the time to share your experience with us. We wanted to provide you a brief update -- we are currently working with our team to delve deeper into this issue and gather more information. Your continued patience is much appreciated,  especially following the holiday break!

   

  Sincerely, 

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

  Customer Answer

  Date: 01/09/2024

   
  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:10/31/2023

  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.

  To whom it may concern, I ************************* is writing to you because I am a tenant of *************** in *******. I moved in on December 16, 2022 and since then we had a water leak and mold from our ***************** upstairs as it was leaking through the floor from upstairs through the ceiling downstairs by my back door close to my kitchen. I made reports to management and they came multiple times and didnt complete the repair properly with the leak and didnt do anything about the mold. Instead they paint right over the mold. We have mold downstairs on the ceiling coming from upstairs shower. Since we moved in my daughter and I been very sickly non stop every day. We been constantly going to the doctors and the emergency room for our illnesses. I have section8 and they said its between me and my landlord. I dont know what else to do because nothing is being done and living in this house is not safe for us. Please give me a call at ************* and let me know what I need to do. Thank for for your time! Sincerely, ************************* Tuesday October 31, 2023

  

  Business Response

  Date: 11/03/2023

  *****,
  Thank you for taking the time to share your experience with us! We are sorry to hear about the leak in your apartment but are glad to share that our records show you have been in contact with our team and were provided the following options:
  1.      Early release from the lease and penalty-free move out
  2.      Transfer to a similar unit within the community  
  3.      Temporarily relocate to another unit or receive relocation cost support, and then return to your current home once the vendors complete the repairs
  
  If you have any other questions or concerns, please dont hesitate to reach out. 
  
  Sincerely, 
  Your Waterton ************* Team

• Initial Complaint

  Date:10/31/2023

  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.

  Writing official unsanitized uninhabitable living conditions on this property owned by Waterton LLC property name ***************. Being harassed by Property Mangement price gouging unsanitized not up to code broken amenities, multiple legal notice is put on our door when we pay rent every single month but they want more money from the people that are actually paying rent this place and Property is going to become a dump if they dont take care of the tenants that are on this property since legal action will be our next step with multiple tenants involved. Its not a joke we put on evictions notices on peoples doors that are not legitimate nor the correct amount that is owed by Tenant. Its not a joke we put on evictions notices on peoples doors that are not legitimate nor the correct amount that is owed by Tenant. Our first Condo had exposed wire and duct tape plumbing are transferred unit has had a broken AC leaking off the patio. multiple issues regarding habilitation, legal *************** weve as a tenant paying our rent every month. Severe noise issues since the day we moved in. Not enough staff to keep up with the property nor enough trained employees to help tenants rights. Never signed a new lease with new company. Transferred from prior inhabitable unit. Have all pictures & all documents needed. Would prefer a call from Waterton Corp. *********************. Otherwise legal action will be taken to managament by mulitple tenants!!!

  

  Business Response

  Date: 11/03/2023

  ******,
  Thank you for taking the time to share your experience with us your comfort and safety are paramount to us! We are happy to share that our records show you have a meeting with the community manager later today, and a team member has an appointment to assess the ** on the afternoon of the 7th.Regarding your concerns about the amenities, ********** Mesas porters clean the laundry rooms and large fitness center once a day, and the small fitness center once a week. That being said, we will take extra care to cover property status during our next team meeting! If you would like to discuss any of your other concerns, please do not hesitate to let us know. 

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

• Initial Complaint

  Date:10/25/2023

  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 writing this as a resident that has been here for two weeks.On the move-in day at night, I noticed a huge dead ***** (about a third my hand big) in the closet room.Next day, I went to the housing office to notify this. I was given a broom and disinfecting wipes to clean it up myself and was told the pest control will be here within the next 3 business days (Oct. 9th).It's been a week since then and have seen ~20 roaches so far. Without timely control, I can only imagine how many more there will be.I tried 1) Calling them 2) writing email ************************************** to them 3) requesting service from the resident portal. It has been a week and I am still waiting to hear back. 4) I also stopped by the housing office to talk about the issue 9 days ago and was told the pest control will be here, initially they told it will be here on the 9th, then they changed it to the 19th - they didn't show up for those two dates.I understand pest control *** not be on housing management's priority list of things to do, but the idea of being forced into a co-living situation with roaches in my bedroom is depressing.Wish there was a better way to communicate. I would like to ask housing management to have some mercy and take take a look at this issue ASAP. This is getting bad.If the housing management fails to find a solution, I would like to get reimbursed for having to evacuate until the unit is free of the problem.

  

  Business Response

  Date: 11/03/2023

  ******, 
  Thank you for taking the time to share your experience with us. We are sorry to hear how weve failed to meet your expectations, but we are happy to report that our records show your unit was treated for pests on Oct. 26, and is scheduled for a follow up Nov. 2nd. It also appears that you were offered a unit transfer, but please do not hesitate to reach out if there is anything else we can do! 

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

• Initial Complaint

  Date:08/03/2022

  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.

  Since 03/2022 the leasing office has been adding $18 asset protection fee to my rent. I sent email on 04/03/2022 I sent email to *******************************************:Hi, This $18 asset protection needs to be removed. I have insurance so Im not sure why you are charging me for insurance. Please remove $18 insurance. I have insurance with USAA. I included an attachment with proof of insurance. Now, for August, they charged the $18 asset protection fee and a $15 amenity fee. They have not sent emails, notifications to my resident account, or paper communication in the door jam like they usually do when there is an update. I would like them to stop adding erroneous fees to my ledger or explain what they are and why they started after three years of never having those fees. I moved into this unit in 12/2019. I resigned my most recent lease in 12/2021. The $15 charge started in 03/2022 and the $18 charge started on 09/2022.

  

  Business Response

  Date: 08/17/2022

  Pursuant to the 'Special Provisions' section of ******************** lease, listed on page 9 and item #2, all resident's are required to pay a monthly 'amenity fee' in the amount of fifteen-dollars ($15.00). Due to a clerical error on the part of the previous Community Manager, **************** has not been charged the monthly amenity fee, as required by her lease, since the renewal of her lease in September 2021. **************** was not back-charged for those months where the amenity fee was erroneously uncharged; however, pursuant to the terms of her lease, **************** will be required to pay the monthly amenity fee of fifteen-dollars ($15.00) commencing in August 2022, as this is when the error was discovered. Additionally, as to the renters insurance charges - the property has evidence that ******************** policy with USAA lapsed/ended effective 3/16/22. If **************** does in fact have coverage with an alternate insurer she will need to enter that information on the Policy Validator website (www.policyvalidator.com), at which time the property will remove the insurance charges for those months that she had an alternate policy in effect.