Complaints

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

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• 

  Haven Residential

  325 W Main St # 10 Louisville, KY 40202-4254

• 

  Haven Residential

  806 E. Chestnut St Louisville, KY 40204

• 

  Shaker Square Apartments

  280 Barkley Pl W Columbus, OH 43213

• 

  The Residence at Turnberry

  1631 Hill Rd N Pickerington, OH 43147

• 

  Andrus Court

  Columbus, OH 43227

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:05/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Villas at Hermann Park and their leasing agent ****** ***** regarding a misleading and frustrating leasing experience.
  
  On May 5, 2025, my family (3 applicants) applied online for Apartment *****. We paid $75 each plus a $6 fee, totaling $231. The application was submitted on the last day of a special offer that listed a move-in date of June 14, 2025.
  
  The next day (May 6), we noticed the move-in date changed online to July 11. I visited the leasing office to confirm our status, and *** ***** asked us to fill out paperwork that seemed identical to what we had submitted online. Believing it was for signatures, I completed and emailed it back. When I followed up in person, he asked me to resend the documents page by page, which felt like stalling. He then asked what unit and date we were moving in, and when I confirmed Apartment ***** for June 14, he told me it wouldn’t be ready until July 11 because the current resident had extended their stay.
  
  I asked why we were offered a quote and move-in date if the resident’s status was uncertain. He simply said the resident extended unexpectedly.
  
  This process felt highly unprofessional. We paid $231 in non-refundable fees based on a move-in date they could not honor, which disrupted our relocation plans. I believe this was misleading advertising and poor management.
  
  I request BBB assistance to hold Villas at Hermann Park accountable and ideally secure a refund of our application fees.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached my complaints regarding my experience with the entire staff at Lunaire Apartments. The staff did not provide adequate customer service not even showing empathy for the situation.

  Business Response

  Date: 10/17/2024

  Dear ******

  Thank you for reaching out and sharing your concerns. We regret to hear that your experience has not met your expectations. Our understanding from the last conversation you had with our team was that we had addressed your maintenance requests satisfactorily, and we do appreciate your previous positive feedback during that discussion.
  
  We strive to provide excellent care for all our residents, and while we do have weekly pest control services and rodent boxes in place, we understand that encountering pests can still be unsettling. If the issues you’ve mentioned have persisted, I encourage you to reach out directly so we can discuss this further and work toward a resolution together.

  We would appreciate the opportunity to discuss this further and work toward a resolution that addresses your concerns. Please reach out to us directly and we will prioritize this matter.

  Thank you for bringing these issues to our attention, and we look forward to working with you to resolve them.

   **** ******

  SVP, Marketing and Communications

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

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

   

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 at Rindle Ranch 55+ Senior Apartments in Citrus Heights. I have lived here for a year and a half. Since moving here there has been two management companies. The most recent management company brought in a new staff here at the apartment complex. The new management has contracted a towing company to come into the complex late at night and tow anyone without a residential parking sticker or a visitor parking pass. There are reserved parking and parking that isn’t reserved. I was told when I moved in that all unreserved parking was for visitors. There is nothing in the lease I signed that states anything about a visitor parking pass or parking stickers period. On 8/31/24 my overnight guest’s car was towed due to no resident sticker or parking pass. They have towed several vehicles in the past few weeks for this reason. This all started after the most recent management change. I/we have not been informed of this policy until our vehicles were towed.
  
  I was told by management here on 9/3/24 that if I needed visitor parking pass to call courtesy patrol and they would be able to get me one. I needed one last night after the office was closed and courtesy patrol said they don't provide parking passes that I needed to get one from the apartment office. I am handicap and I have family and friends come over to visit/help me daily. Please advise me so that I can get some resolution and hopefully reimbursed the $500 tow charge.
  
  Thank you.
  *** ********

• Initial Complaint

  Date:09/09/2024

  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 am been making work orders for outlets are showing stains water and every time I turn on the lights it sparks and lights bulbs are flashing, I have a baby at home and I feel the we are not safe here at all. I have stains water in the ceiling too and maintenance just came a painting but it reoccurring.

  Business Response

  Date: 09/20/2024

  We value our residents and make every effort to
  address their concerns as quickly as possible. 
  There were 3 work orders submitted by Sharon Zacarias on 9/13/24
  (attached) alerting the office of the issue with flashing light bulbs.  *** ***** ******** submitted hers on 9/19/24.  A member of maintenance was dispatched both
  times and the issue resolved at that time. There was 1 work order submitted on 8/25/24
  (attached) regarding the leak on the ceiling. Our on-site maintenance attempted
  to address the issue but was unable.  We have
  contracted with an outside vendor to repair the leak and ceiling, and this
  resident’s unit is one of 20 on the vendor’s list of repair projects.  We apologize for the wait, and we are working
  diligently to address each issue as quickly as possible.

• Initial Complaint

  Date:08/21/2024

  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 moved out of the apartment 7/10/2024 and did a walk through with landlord ******* ********* ******* assured me I left the apartment in good condition & clean and I would receive my deposit back within 30 days. I received a statement telling me how much of my deposit I would receive back with my forwarding address on it July 30th and upon logging into the portal my account says I had a refund payable amount updated on July 17th. After 30 days and no deposit received I contacted the apartment and was told my check would be cut the next day for a week straight. ******* informed me Wednesday 8/7/24 that she would be on vacation til the 20th so I would not be in contact with her u til her return but my check should be there by Tuesday 8/13 and if not to call back. When trying to get in contact with ****** ******* (the other landlord) he never returned my call. I sent a message of demand to the property and never received an email or call back. I just want my deposit back I left their property in good faith after giving proper notice & leaving the apartment in good condition.

  Business Response

  Date: 08/27/2024

  We value our residents and make every effort to address
  their concerns as quickly as possible.  Before leaving for vacation on 8/8/24, our
  assist community manager spoke to ***** a couple of times regarding her
  deposit. During their last conversation *** ****** requested the check be sent
  overnight. Our ACM emailed the accountant responsible for that property
  and was told that the check would be cut that day. The ledger indicates that
  the check was cut on 8/19/24.  *** ******
  left the unit spotless, so she received a full refund.  We have attached a separate document with
  screenshots of the ledger and the forwarding address.  We apologize for the delay in cutting and mailing
  the check.

  Customer Answer

  Date: 08/27/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/20/2024

  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 applying for mortgage, my loan officer requires the management team to fill out a form to prove that I am a resident of the property and that I never had late payment past 30days. The property manager refused to fill out the form because I did not give an intent to vacate. Which I did May 31st, she then said that the assistant is no longer with the property. Why am I being penalized for someone else’s mistake. If Bre assistant did not do her job, that has absolutely nothing to do with me. My closing is 08/27 and I am vacating the property 08/30, I need the form filled out and resend to my loan officer no later than tomorrow 08/20/2024. We already send them the email.

  Business Response

  Date: 08/21/2024

  We value our residents and make every effort to
  address their concerns as quickly as possible. The resident in question submitted a notice to vacate
  through her portal on August 16, 2024, and not May 31, 2024. She acknowledged this
  in an email dated August 20, 2024 (see attached). As per our policies, we do
  not send any documentation regarding residency status until after a notice to
  vacate has been officially submitted. The resident is required to acknowledge our
  policies as part of the lease contract.  Prior
  to the notice on August 16, 2024, the Community Manager received an inquiry from
  the mortgage company regarding rental information. The CM was unable to assist
  with this request as there was no notice of vacate entered at that time. The
  requested information has been submitted to the mortgage company.

  Customer Answer

  Date: 08/22/2024

  
  
  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,
  
  
  
  ******** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/15/2024

  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 boyfriend and I have lived in ******** ******* for 4-5 years. We lived in an apartment that had AC issues (22C) and my father (diagnosed with cancer deceased 5.10.23) and brother (16) moved in with me in 2022. We moved into a bigger apartment (17B) for more room. Everything was great until we started experiencing flooding due to a blockage in the drain pipe. Which has ruined furniture, the floors are bubbling with water seeping through the cracks, they have used pipe clog removal and have snaked. The issue has persisted even after 4-5 visits from maintenance. I just leave towels on the ground now just in case.
  
  Now, we have no AC as of 7/9/2024. They advised someone would be out but not until Monday 7-15. We are under a heat advisory. I have dogs, a 16y old and my partner. It stays 78-81 degrees in the apartment. We’ve managed with fans and a single window unit, but this is not okay.
  
  I’m also concerned that a pipe has busted and they are not concerned about it. The water is going down the parking lot and causing the asphalt to get slippery. I’ve almost fallen a few times, but thankfully I haven’t. Mainly looking for the ability to have some type of accommodation for our bill. We pay for a pool that is an amenity to the location, but a lot of the times they are closed with no eta.

  Business Response

  Date: 07/30/2024

  We value our residents and make every effort to address
  their concerns as quickly as possible. Our staff responded to all *** *****
  requests for service on the washer drain, with the last being in May (see
  attached). *** ***** ac service request was received after hours on 7/10/24 and
  was closed out on 7/17/24. An outside service was contracted to address the
  influx of ac service calls. A plumber was contacted last week about the leaks
  into the parking lot. We are waiting for a quote to make the repair. Unfortunately,
  the pool has been closed intermittently because of vandalism. The residents
  have been informed and the staff has made repairs as quickly as possible.

• Initial Complaint

  Date:07/12/2024

  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.

  Lease started 6/1/24. AC had not worked since day 1. Reached out and put requests to have fixed. Had no AC for almost 2 weeks h til finally something happen. But for it to just not work again and again and again. Just being told you’re not the only one. I don’t care if I’m not the only one, I pay to love here and have things work right.
  
  At move in
  - AC don’t work
  - carpet not clean
  - smoke detectors still missing
  -microwave was broken
  -toilets were loose
  -mold in the vents
  -main door broken four times now
  
  
  I’ve called the office so many times at this point that Ignore you. I have every time and date listed I’ve been sent to the call center and was told I would be called back and not once was I ever (more than 10 times).
  
  As of today July 11 the AC still does not work correctly and I’ve had another emergency work order as of July 3rd put in and not one person has addressed it

  Business Response

  Date: 07/31/2024

  We value our residents and make every effort to address
  their concerns as quickly as possible. The issues listed by *** ** ***** were
  identified during the walk through and a work order was opened on 6/4/24 and
  the work completed the same day.  *** ** ***** made several repair requests regarding the air conditioner, and each has
  been addressed.  All but one service call
  involved a clogged drain rather than a loss of cold air.  On 7/11/24, the resident requested the
  contact information for the corporate/regional supervisor and was provided it
  the same day.  The Area Vice President
  approved two months of free parking as compensation for *** ** *****’s
  inconvenience as well as offering a transfer to our new sister community.

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They did not address the issues at the time. Yes did I finally speak to Sarah but after over a month of asking. No one had visited my unit for 2 weeks after they came to “look” at it. I don’t understand why people have to lie
  
  Sincerely,
  
  
  
  ****** ** *****

  Business Response

  Date: 08/06/2024

  We certainly understand ** ********* frustration with the
  wait time to address his concerns and have offered to compensate him.  He
  has accepted our offer of two months of free parking which is a $350
  value.  He has not indicated whether he would like to move to our newer
  sister site.  We will waive the fees and notice requirements associated
  with a move; waived lease break fee of $2075.00, waived application fee
  for sister site of $45.00, and a 30 day notice instead of 60 days. 

• Initial Complaint

  Date:06/19/2024

  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.

  Since January 2024:
  Air conditioning/Heat has been out. This has resulted in purchasing over $700.00 worth of fans & window air conditioners to cool the apartment down. This is also including the fact that I have 2 dogs living with me, while the apartments remains in the high 80° some temperatures reaching a solid 92°. I was forced to buy these air conditioners/Fans to keep my apartment cool so that my animals would not suffocate & die from extreme temperatures! I have gone in countless times (5X-12X) to address the issues of my Air conditioning being out. When I have gone in. I have spoken to employees. It has even resulted in talking to the manager. Which has ended in no response. When I spoke with the manager. She assured me that it would be fixed in a rapid time.(3-3 months ago.)
  Utilities: I have never record a utility bill. The entire 10 months I have lived here not in the mail, through email or phone call. When I went into the front office to ask about the move out process, I was informed about utilities. That was one to two months before I move out. During this process I called the utility company to discuss getting my balance and setting up my account. This I had no knowledge of because I never received a utility paper in my move-in packet. (I was given this when I asked about move out instructions.) When I called the number on the utility paper, I was informed that they had my unit listed as vacant. The apartment complex had also failed to inform the utility company that somebody was living in the unit. My bill is $4,000.00. My utilities have gone up since January due to the fact I had to buy air conditioning & fans. During this entire process I have also had to use considerably more water to keep my animals clean, hydrated and cool. I am now being asked to pay the balance of $4000 for my utilities without the option of a payment plan. It is not right that I have to pay significantly extra sometimes 3x more for my bill. This is apartment negligence.

  Business Response

  Date: 06/25/2024

  Air Conditioning:
  We are addressing the complaints made by a resident at our
  Hilliard Station property. We take this matter seriously and would
  like to provide the actions we are taking to resolve this matter.
  With the significant rise in temperatures in the region over
  the past week, like many other communities, we have had an influx of AC related
  work orders.
  Our certified HVAC technicians have been prioritizing all HVAC work orders. We are addressing the work orders in the order they were received and are actively communicating with residents.
  We have and continue to place temporary window units in all homes impacted, and those installations will be completed by June 20, 2024.
  On Saturday March 23, 2024, *** ********* submitted a
  service order to our leasing consultant because the furnace in his unit wasn’t
  working.  We completed the work on Monday
  March 25, 2024.  Also on Saturday March 23,
  2024, the resident submitted a service request via the resident portal because his
  washer wasn’t working.  Due to issues
  with parts availability, the repair took some time to be completed so we gave
  *** ********** a $500 credit for the inconvenience. There have been no other service requests placed via the
  resident portal, by email, or in person. Utilities: We provide new residents with all the information needed to
  facilitate a smooth move in process.  *** ********** was provided with an information sheet that, among other important
  points, states that utilities need to be switched into his name.  Additionally, on 8/4/23, he was emailed the name and
  contact phone number of the agency responsible for the electrical service. (see attached) We provide tools to our residents that
  help us provide a safe and comfortable place to live.  The resident portal is one of those tools and
  when utilized by the resident, we can receive, track the progress, and address
  issues that arise.  It is especially
  important at Hilliard Station where our staff is maintaining and managing 656
  units.

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Moved in to my apartment complex Oct. of 2023. I work a hybrid (remote/ in office) job. When exploring apartment complexes to live in internet service was a major key point in moving. This complex offered **** included in the rent charges. **** being a fiber internet company, my wife and I decided this would work best.
  Ever since we’ve moved in There’s been sporadic internet outages lasting over 2 days. With some reasoning or explanation of what’s going on all the residents receive is “**** has sent a rep out” which turns into the issue still not being resolved. I’m requesting some sort of reimbursement from my apartment complex for any PTO or Time missed from work due to this outrages circumstances.
  
  Key points-
  Consistent internet issues
  After months of experiencing it they’ve sent out warnings to residents for doing things to occupy their time they spend WITHOUT internet
  Office hours have changed due to “low staffing” so we can’t receive any sort of help on weekends and whatever hours the office is working on said day.
  
  
  Attached are the emails including notifications of internet outages (although I don’t have all of them that have been sent out) and the warnings against residents “violating contract terms” when I’m positive forcing us into a “reliable” internet service for it to not be reliable isn’t fair to residents. That’s why I’m making this report
  I pay 1350 a month. We’ve had internet 50% of the actual work day 7am - 6 pm since December.

  Customer Answer

  Date: 04/29/2024

  I’m not specifically requesting compensation based on my pay scale or my time missed. I’m requesting any sort of compensation towards rent or any sort of permanent fix to the situation we’ve been in for the last 4 months.