Complaints

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:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was assigned to live with a professor at **** as a student at **** by the Nine. When I brought this innapropriate relationship between renters to the Nine's attention, the nine said there were no leasing violations and they couldn't do anything. Living with a professor caused me to not be able to take any sign language classes at the University due to the conflict of interest the professor now has!! Once she escalated enough for them to deem it significant, the Nine had ME move december 11th. almost 3 months after I moved, on February 26th I was charged $385 in cleaning fees mostly...i was given a day to move. this just so happened to be posted same day a $200 charge was posted to my account over a roommate dispute that was never even brought to me. I had people over for a singular day before I had surgery to remove 4 organs and instead of my roommate talking to me I found out he had a problem via a fine while im on short term disability for having 4 organs removed!

  Business Response

  Date: 03/05/2025

  Hello ****,
  Thank you for reaching out with your concerns. I’d like to
  clarify a few points regarding your situation.
  Typically, we do not assign students to live with
  non-students unless specific circumstances require it, such as limited
  availability. In your case, your lease was signed on July 8th for an August
  move-in, and at that time, we had limited housing options available. We
  discussed these constraints with you prior to your move-in.

  
  Throughout your tenancy, we made efforts to assist with any
  conflicts between you and your roommate. When the situation escalated and you
  expressed the need to move, we offered to facilitate a transfer. You chose to
  proceed with the move, and we worked with you to accommodate your request as
  promptly as possible.

  
  Regarding the charges: You were provided with the move-out
  charge list on December 12, 2024, and your transfer was processed on December
  16, 2024. The move-out inspection for your unit was completed on December 19,
  2024. Any move-out charges were applied to your past account, and when
  additional lease violation charges were added, they were transferred to your
  current account.

  
  I would also like to clarify that there were no charges
  related to guest violations or to having guests over, but rather due to a
  violation of our smoking and unauthorize animal policy. You were reminded of
  the guest policy during your time at the property. All lease violations were
  documented, and photographic evidence was included in the notice.

  
  We understand your frustration, and we aim to handle all
  situations fairly and professionally. If you have any further questions or
  would like to discuss this matter in more detail, please don’t hesitate to
  reach out.
  

  Best regards,
  ****** ******
  General Manager
  **** Louisville Nine

  Customer Answer

  Date: 03/08/2025

  Being placed with non students for a mid August move in (over a month after my lease was signed) was NOT discussed with me prior to move in.
  Through my tenancy they told me if there were no lease violations there was nothing they could do, they only offered the room transfer after I contacted the dean of students at the university and they tried to charge me $400 for the transfer, another thing that only went away after the dean of students got involved. 

  Per their response my move out was in mid December. All of these charges were posted over 30 days later on the 25th of February. It’s my understanding that this is not standard as you have stated in communications with me that you weren’t sure what the delay was. These additional lease violations were added, the same day that these charges were added. That totaled to $585.00, which they later pegged down to 550 after I showed them the state of the room when I moved in. (The toilet had urine in it, on the seat, and around the seat on the floor. The closet door was completely off the hinges. There were streaks on the walls. ALL OF WHICH I NOTED IN MY MOVE IN INSPECTION.) $50 for a paint job I assume is standard is ridiculous. 
  All of these violations that were documented and photographed had no evidence it was my animal or my smoking device, the nine simply assumed so. This wouldn’t frustrate me as much if they held this standard overall, yet when my roommate had a smoking violation for a smoking device with proof they own smoking devices, they had their charge removed. It seems the nine is taking their frustrations out on me financially because I didn’t feel safe living with a professor who yelled at me in my own space. 
  Now that I don’t live with this professor, I’m living with a man that I had to go to the university to get a no contact order on that he has now violated because the nine won’t address the fact that he accused me of being on coke and openly belittles me for my disabilities. 
  

  Business Response

  Date: 03/14/2025

  Hello ****,
  Thank you for bringing your concerns to our attention. We
  take your feedback seriously and would like to address each point raised in
  your complaint.
  Regarding the room transfer, we understand the situation
  created significant frustration. As part of our process, a transfer fee is
  automatically generated when the room transfer request is initiated in our
  system. However, the fee was promptly removed on the same day, once the
  transfer was approved by the regional manager.

  In reference to the charges for your move-out inspection,
  it's important to clarify that the items for which you were charged were not
  documented in your move-in inspection. We did receive additional photos from
  you after the charges had been posted to your account, but those photos were
  taken after your move-in and did not appear in your initial inspection. As a
  gesture of good faith, we decided to remove the charge, even though it was not
  part of your move-in inspection documentation.

  We understand your concerns about how violations charges
  were handled. However, please note that we are unable to discuss other tenants'
  violations or charges due to privacy policies. In regards to the evidence you
  provided, we thoroughly reviewed it, but unfortunately, it was contradictory and
  did not justify the claim. We regret any confusion or inconvenience this may
  have caused.

  We were not made aware of the no-contact order filed with
  the university or any subsequent violations of that order until March 11, 2025.
  We take these matters very seriously and are actively working with both our
  internal team and the university to address the situation appropriately.

  Please know that we are committed to resolving any concerns have
  and ensuring that all issues are properly addressed. If you have any additional
  questions or need further clarification, feel free to reach out.
  Thank you for your understanding.

  Sincerely,
  **** Louisville Nine Management

• Initial Complaint

  Date:08/21/2023

  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 currently resided at Yugo Louisville Nine and after moving out I was provided with damage charges. My apartment was in near perfect conditions disregarding some normal wear and tear. My roommates and I were all double charged for outrageous damages at completely unreasonable prices. I will add our damage report forms to this complaint form.
  
  We are not disputing all of the charges. I will also provide our lease statement.
  
  I would be more than happy to provide more information over the phone or through email communication.
  
  Thank you for your consideration.

  Business Response

  Date: 09/01/2023

  aGreetings,

  Our General Manager, ****** ******* resolved this dispute of move-out charges on 8/21/2023, and *** **** ****** paid his past due balance on 8/29/2023, after the disputed double charges were removed.

  *** ****** only lived in the apartment for (1) lease term, dated 8/15/2022 to 7/31/2023 (less than 12 full months). Normal wear and tear damages were considered for the time frame of which *** ****** lived in the unit. We also have pictures of all damages that were left in the apartment on file. The projected possible prices/costs of damages that could be charged for in a vacated unit were sent out to all residents. *** **** ****** was emailed his Move-Out Guide that reflected projected costs of possible damages on 5/2/2023 (Please see attached 2 Documents).

  Regardless of these facts, ****** still worked with *** ******* *and the other residents, regarding the charges, due to a system error we encountered during the Move-Out process in our computer system, causing double charges.

  This system error we encountered caused ALL of our Final Move-Out (FMO) statements to be incorrect, causing a lot of confusion and ton of corrections to be made. This was not done intentionally, or knowingly. ****** worked very diligently with every resident to resolve all issues with damages charges, of which was a major process, and is now completed.

  We understand this person is upset, but the double charges happened due to a system error, and this has already been resolved. 

  Customer Answer

  Date: 09/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This situation was 'resolved' and is now out of my hands only because this business threatened my credit with collections.

  Yes, I disputed duplicate charges but do not believe that this was due to a system error. They claimed that this was due to duplicate pictured but the duplicate charges were not just found on charges with duplicate pictures. 

  Next, I was not disputing the charges of the costs (even though they were outrageous) as much as I was disputing the reasoning for the charges. All of the charges that were provided were all prime examples of normal wear and tear and should have been a cost paid by the business. 

  During my 12 months at this location I was ignored, uncharged, and double charged constantly. I have paid my 'charges' and I am officially free of their abuse. At this point I am no longer seeking a resolution for my cans and I am hoping that the BBB will help future consumers avoid this business.

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

  Business Response

  Date: 09/06/2023

  We would like to dispute *** **** ******** rejection to our
  response, and his statement: “the business threatened my credit with
  collections.”
  As is standard practice in leased/rented homes, all past
  due, unpaid balances are forwarded to collections, if not paid in full no later
  than 30 days. This is true unless an agreement is made with management, prior
  to being submitted to collections. Our form letters (Final Moveout Statements)
  do state the 30-day notification that unpaid debt will be submitted to collections.

  Please see attached documents for our full response "Dispute Adam Miller BBB 2nd Response".

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business clearly stated that if I did not comply with their outlandish demands that I would be sent to collections. I was also told that I would be sent to collections by the leasing manager when I tried to dispute these charges.

  Again, I am no longer asking the business for any further resolution and would like to work towards getting their business score lowered. We were mistreated by this company for my entire lease term and I am hoping that I can affect their ability to mistreat other students in the future. 
  
  
  
  Sincerely,
  
  
  
  **** ******