Complaints

This profile includes complaints for Bozzuto & Associates Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bozzuto & Associates Inc

  6406 Ivy Ln Ste 700 Greenbelt, MD 20770-1441

  
• 

  Fuse Cambridge

  165 Cambridgepark Dr Cambridge, MA 02140-2485

• 

  Revolution at Assembly Row

  290 Revolution Drive Somerville, MA 02145

• 

  Bozzuto Management Company

  1 Repton Place Watertown, MA 02472

• 

  30 Dalton

  30 Dalton St Boston, MA 02115-3171

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:03/11/2023

  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 first moved into my apartment on December 10th. I did not do a whole look throughout until the week after and i immediately put in requests to fix the uncleanliness of the apartment. I was offered by the assistant Manager ******** multiple solutions such as moving into another apartment or compensation. I had maintenance team come in and they shared with me they would only be able to clean certain things . There was no actual manager on site until after the holidays so I spoke to the new manager then. She assured me they would reach out with a dissolved plan within the week. I was shared with after 2 weeks after rent was due that they would give me a 500$ credit. I continued to share that I would like to speak to someone higher up due to the situation taking longer than needed and the notices to quit I was received. I was assured again someone higher up would be reaching out and was also given an email to reach out to. I have contacted this person now for over 3 weeks and still no response. I think the company is actively trying to ignore residents complaints and would ask that someone higher up reach out.

  Business Response

  Date: 02/01/2024

  From: ************************* <****************************************************>
  Sent: Thursday, January 11, **** 4:20 **
  To: *************************** <***********************************>; *************************** <***********************************>
  Subject: Re: BBB Complaint
  
   
  
  
  ****** submitted the BBB complaint this time last year. She was appreciative of my call but also disappointed that it had not been addressed sooner. I started as the ** at ************** in June of 2023. Within my first 30 days I met ******. She was having issues with our valet trash system. I addressed her concerns right away and she was very appreciative that I was able to waive her monthly trash fee due to her ongoing issues. She expressed that she had issues at move in and had no intentions of renewing with us and was moving out at the end of her lease. She also told me she would like to only deal with myself going forward with any resident issues or inquiries, I told her that was absolutely no problem. More recently ****** and I spoke about a month ago as her lease renewal was generated. I reached out to see if she was interested in staying with us to which she said no and provided us with her notice to vacate. 
  
   
  
  On the telephone just now, she said she was extremely disappointed in Bozzuto and felt as if she was ignored up until I came on. She was very kind and polite with me. I asked her if there was any part of her original complaint that I could address or help with and she said no. 
  
   
  
  
  Best,
  
  ********
  
   
  
  *************************
  
  Property Manager, **************
  
  25 ***********  |  *******, ** 02149
  
  (O) ************  ****************             

• Initial Complaint

  Date:02/14/2023

  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.

  In July 2022, we began my lease of apartment ****, and paid an $800 annual (1-year) community fee to ******, a Bozzuto-managed property. In January 2023, we moved out of our apartment # ****. We lived there for less than a year.On February 3rd, I received a move-out statement and a refund check, describing the fees and deposits being refunded to me. Not included in the refund check was a partial refund of the $800 annual community fee.Since we moved out before a year was up (191 days of tenancy), we are entitled to receive a partial refund of that annual fee. I calculate it to be around $381.06 ($800 / 365 days = $2.19 x 174 days unused = $381.06).We moved out in January 2023, rather than finishing our 1-year lease at ****** because of the burst pipe incident of December 26, 2022. The sprinkler system is presumed to have malfunctioned, displacing all residents for a week and some for much longer. Due to environmental, building, quality-of-life, and health/safety concerns, we moved before our July 2023 lease end date. We would not have been forced to do so, if we didn't have to deal with the residual mold/mildew smell in hallways and common areas and the inconvenience of renovation crews working on the building all day, every day. Paying over $3,300 per month in rent and being forced to deal with these inconveniences would be absolutely ridiculous. I have emailed *******************************, General Manager and the ****** leasing office on 2/3/23 and 2/11/23 and have not received a response.Please refund me a partial amount of the annual community fee - $381.06.

  Customer Answer

  Date: 03/06/2023

  From: ************************* <***********************************>
  Date: Mon, Mar 6, 2023 at 4:10 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  The merchant reached out to me directly and provided the refund already. Could you please retract this complaint?

• Initial Complaint

  Date:01/25/2023

  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.

  On Tuesday, January 23 around 4:18 pm I called this company to inquire about a disability accommodation requests regarding one of their policies. I called ************. I was transferred to someone and she was not only dismissive but extremely rude. She said that if I needed disablity accommodations that I would need to contact the social services or housing offices for them to help me with that. I was shocked I couldnt believe my ears. When you need disability accommodations you have to deal with the complex you are applying to. She assumed that I was someone who needed states assistance since I was talking about a disability. She also stated to me that I would have to ask the property that I was applying to. I told her that some properties arent receptive and I was hoping their could help me at their level. She explained that they were just property managers not the owners. I asked her very politely who the owners were and she told me that it wasnt any of my business. Not only did I feel dismissed. I felt extremely discriminated on as I was only seeking help for fair accommodations to housing. This is a very delicate issue and I was only asking for guidance on what paperwork needed to be filled out by DOD to verify that the said accommodation was needed due to disability. She didnt have to speak to me like that. She couldve helped me facilitate it.

  Business Response

  Date: 02/14/2023

  I am so sorry that this prospect felt like she was being dismissed. The corporate office Customer Service is not trained to handle application process. Each site handles their application and process and know if they are able to accommodate someone with disability. The Frontdesk or Customer Service can give the contacts for the properties and refer prospects, but cannot provide leasing information or availability.
  The offer for the individual to seek assistant with Social Services is to offer support. Social Services have told us from time to time to refer individuals who are having difficulty.
  We are not able to evaluate an individual on the phone, so we can only  refer them to a property or Social Services.
  Please be aware the individual who tried to help you was not being unkind, but sometimes, just do not have the kind of information the caller was requesting. All leasing is done at the properties, not from the corporate office.

• Initial Complaint

  Date:01/25/2023

  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 moved on October 15, (**************************) after delaying two weeks at their request to get the place ready. On the day of move-in I had leaky sinks, horribly unpainted and peeling stairs outside, a broken railing to the loft, Wobbly handrail on the outside stairs,a fridge with a broken shelf, a dishwasher that does not work, a sink in the bathroom with chips and stains and rust, the heater with out front plate, and air conditioner where a plate falls off as its broken, Closet door that is not on the track and will not go back on, a door with a huge draft due to inadequate weatherstripping, and kitchen drawers where some were painted some were not, theyre not even exactly the same color and theres paint chipping. They also advertised and showed me the place as having a washer and dryer, and now I find out theyre charging me an extra amount to rent them. I have tried to reach out to Bozzuto , but they were fused to give me an email switch I can send pictures and only told me to go to the property manager. I have filled out numerous work orders, they come to one little thing and leave the rest. It has been over three months now and the stay at the apartment when I moved in is pretty much the same. I should not be paying over $3000 a month for such disrepair. I want a retroactive decrease in rent. I wont even get into all the parking conundrums and errors on their part.At this point the only thing that has been fixed is the refrigerator shelf, that took 2 1/2 months. They also put a cover on the heater.I have attached some pictures, but there are more. Bozzuto management company refuses to talk to me about it. Since Ive been here Ive had to work with three different managers as there is a huge turnover rate. All I get our insurance will be taken care of and theyre not, or excuses as to why they are not or will not. None of these things shouldve been the case on the day that I moved in.

  Business Response

  Date: 03/14/2023

  From: ************************* <****************************************************>
  Date: Tue, Mar 14, 2023 at 2:56 PM
  Subject: ************************** | *****************************
  To: ************************************ <************************************>
  

  
  
  

  Hi *****

   

  Hope your week is going well. I have been in touch with ***************************** at **************************************************************** to talk about her concerns and address any issues.  

   

  We have an on site maintenance team that oversees and gets apartment ready for move in. All appliances were checked to be cleaned and operational  at move in. When I spoke with *******, she mentioned specifically her dishwasher wasnt working as she would like and we have ordered a new dishwasher for her. The railing in the loft has been addressed and fixed by an outside vendor as our on site team is not equipped to do this type of repair. The outside stairs are scheduled to be painted in late spring as the paint will not cure appropriately in cold weather.

   

  When I spoke with *******, it is not Bozzutos goal to have an unhappy resident reside at a place they are unhappy. I gave her the option to terminating her lease early without penalty but she said she likes the area and did not want to move out to another community.

   

  Additionally for any parking confusion that *** have been miscommunicated, I did issue a credit for the 3 months she had surface parking. She does have a garage which has space to accommodate for 2 vehicles and she is also able to park a vehicle in front on her garage.

   

  I am happy to talk through any questions or concerns you *** have. Please feel free to reach out to me at ************.

   

  Thank you,.

   

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

  Regional Portfolio Manager

  **************************** |  9^th Floor  |  *******, ** 07030

  (O) ************  |  (C) ************  |  bozzuto.com

   

  

  NAMED A TOP WORKPLACE BY THE WASHINGTON POST SEVEN YEARS IN A ROW

   

  
  

  
  

  
  

  Customer Answer

  Date: 03/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18894232
  
  I am rejecting this response because:

  Yes, I did speak with ***** on the phone As for the outdoor stairs, not being painted or repaired when I moved in, due to problems with my neighbors stairs, they were actually painting them and should've painted mine prior to moving. They are disgraceful, and they were even loose railings and everything that I had to ask to be fixed. It took months. It also took me 3 1/2 months to get a shelf for the refrigerator. I still can see outside above and below my front door, therefore, I am heating the outdoors. This is costly. I still have an air conditioner that the front falls off. It took me four months to get a dishwasher I should be compensated for that as well. as far as parking, there's nowhere in the contract that says if I have a garage, I have to pay for another spot. As for two fitting in there, it is completely inconvenient. The Garage 's are not next to where you live, sometimes are not even in the same building. It is quite a journey. My son and I are in completely different schedules, I have early morning work he has late night.  Anyone who is put into the situation is completely unhappy and inconvenience. They want me to pay $135 plus tax to be completely inconvenienced. This parking tax, it's a ******** thing I've never seen it or heard of it before. In addition, I and everyone was shocked to see that we are now paying for a washer and dryer as well on our monthly rent bill. We were showing the apartment, and it's advertised, as having a washer and dryer in the unit. However, I'm being charged $45 a month for, plus water.  The railing was finally fixed to the loft, but that too, took almost 4 months, I should be compensated for that. When I moved in the bathroom sink was leaking all over and had to be fixed as well, to see that the appliances were checked cleaned in good working order is not true. I am neighbors that I have spoken to come, I've had to scrub floors, and what not when we moved in due to the filter behind toilets and sinks. My master bathroom sink is ***** cigarette *****, rest, and chips,  it is disgraceful. For 3200+ a month, this is disgraceful, and they should be embarrassed. I have asked to see where in the lease it says I lose my one spot(they most have) if I pay for a garage, as usual, no response from the rude and incompetent manager. I am requesting a copy of the lease, again, now. The property has definitely misrepresented several items to potential renters that no-one is happy about when they receive their first bill.  This is not legal, nor is retaliation form a landlord for pointing out very justifiable issues.  Everyone who has lived there for a while says they miss **** and ******. 

  As for any credits...I have not seen them.  There are so many issues, I am sure I forgot some.  As for moving, that is very costly, are they going to cover it?
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/01/2024

  ******************************* lease agreement was from 11/15/2023 - 11/14/2024. ******* emailed expressing wanting to move out of the community. With the issues she was bringing up, we allowed her to break her lease without lease termination fee ($3,025) and a shortened notice period. The lease agreement notes a 60 day notice period and ******* provided a 20 day notice period (notice on 12/21/2023) for a vacate date of 1/10/2024. We did not charge her the notice period amount $5,074.19. Waived total amount of $8,099.19. Only amount charged to ******* was only rent until vacate date and utilities until vacate date. 

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bozzuto Property Management violated my rental lease in my NYC apartment. Midway through my two year lease, they increased my monthly rent and claimed it was due to errors their company made a year prior. Although I knew a lease to be binding when signed, they changed the lease terms and demanded we pay significantly more money per month, even though we did not agree to that when we signed the lease. We moved out on January 14th an they charged us for the full month's rent, despite our lease ending on January 15th. When we did not pay them the full month's rent for an apartment that we legally only had for half the month, they took the entirety of our security deposit. On top of taking our entire deposit, they had the audacity to stay we owed them money still! There is a lot of turnover with property managers at our building (*** **** **** ******, NY NY *****), and we dealt with three different property managers in our two years there. The current property manager made me feel very unsafe, as he was very aggressive, inappropriate and extremely unpleasant to deal with. I reached out to his supervisor to explain I no longer felt comfortable or safe communicating with him, but nothing was done and he continued to be my point of contact. When we had repairs needed for our apartment, our property manager was usually not in the office or had left for the day, impossible to reach. I really hope this can help someone else from having the same unfortunate experience we had. Prior to January 2023, we always paid rent on time and in full every month and were great tenants during our time there.

  Business Response

  Date: 02/21/2023

  From: Cody Roberts <************@bozzuto.com>
  Date: Fri, Feb 17, 2023 at 3:14 PM
  Subject: Complaint ID ********; ********* *********
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ****** ******* <********@bozzuto.com>, ****** ****** <*************@bozzuto.com>, ****** ***** <******@bozzuto.com>
  
  Dear ***** ***** and the BBB,
  
  I hope this letter finds you well. I do apologize for the long read ahead. I have additionally attached the original complaint that was sent to ****** ******* Thursday, February 9, 2023 12:21 PM.
  
  Please find below a table of contents in relation to the claim submitted:
  
  Full Picture
  Office Hours/Chain of Command
  Rent Stabilization
  Lease Terms
  Amortization Letter
  Letter vs. Rider
  421-A Surcharge
  Charges Explanation
  Security Deposit
  Slander of Character
  Work Orders
  Full Picture
  The resident in question was told they could pay a net effective rent by an amortization letter. The letter only stated that we would allow them to pay the net effective rent and mentioned both the preferential and legal rent of the unit. The resident received 4.5 months of concessions, which were included in the net rent calculation. The resident failed to pay the correct amount, and the variance payment amounts are listed in the charge’s explanation. The resident received a delinquency notice for the balance owed on April 21, 2022. The resident brought the letter to my attention, and we discussed the resident's ledger via email. Due to the underpayments, I explained that continuing to pay that amount would not work moving forward, and I gave the resident several options to pay the new net effective rent. The resident disagreed and stated that we increased their rent. After several email exchanges, my regional manager was brought in to review the lease, payments, and emails, and they reiterated what I had explained to the resident. The resident then agreed via email to change the payment amount. Additionally, due to the resident's issue, a gift card was offered for the troubles. The resident did not adhere to the advice given. The new amortization calculation included the remaining concession, remaining rent to the end of the lease, including the last month's pro ration, and remaining balance owed. However, on the final month of the lease, the resident did not make the agreed amortized rate, nor did we receive any payment. Therefore, there was a balance on the account, and we used the security deposit to cover it. Additionally, once the final utilities were posted, the resident had a balance owed on the account. The resident had been previously informed via email on December 20, 2022, listed in the security deposit section of this email, explaining how the security deposit is processed upon move-out. The resident and I exchanged emails regarding the final payment after move-out, but the resident seemed not to grasp that they needed to pay a full month instead of prorating their amortized rate. Since this concept was not being grasped, the email was written in different ways with the same information. Then the request for my regional was made again, and as they were on vacation, I forwarded all the emails and information regarding the resident's issue to the regional whom was covering. That regional set up a call and advised us to waive the outstanding charges. We did so, and the resident then placed a complaint with you. We will not be returning any of the security deposit as the contractual obligation had not been met by the resident. Any further dispute will need to go through our attorneys.
  
  Office Hours/Chain of Command
  My availability for office hours is from Monday to Friday, either from 8-5 or 9-6, depending on my workload and appointments. During this period, I take an hour-long lunch break. As the only on-site representative for ******** ******** *****, I report to a regional manager and an SVP. However, due to my responsibilities, such as conducting leasing tours, vacant apartment inspections, resolving issues, handling deliveries, and bank runs, I am at my desk approximately 60% of the time.
  
  Rent Stabilization
  ******** ******** ***** is a Rent Stabilized property in New York City, and as such, we must follow the guidelines set by the NYC Rent Guideline board and the NYC HCR. More information about these guidelines can be found at the links provided: ********************************************* *** *******************. It's worth noting that we are set to begin destabilization on July 1, 2023, as stated in our residents' lease on page 18.
  
  Lease Terms
  Our lease is 67 pages long, and I will copy and paste relevant information from the document. On the first page, the rental rate is listed 12 times as $3,733.00. The lease term is for two years, starting from January 15, 2021, to January 14, 2023, with a preferential rent of $3,733.00.
  
  According to page 3, which is the standard form of the apartment lease issued by the Real Estate Board of New York, Inc., the legal rent is $5,296.20 until adjusted pursuant to Article 4. Additionally, the security deposit amount required is $3,733.00.
  
  The Rent Concession Rider on page 29 states that the resident(s) will receive 4.5 months free on an 18-month lease term. The resident(s) are also able to terminate the lease term after 18 months with no penalty or fee. The concessions will be added to the resident's account in the following manner: February 2021 - $3,733, June 2021 - $1,866.50, November 2021 - $3,733, February 2022 - $3,733, June 2022 - $3,733.
  
  On page 31, the new legal regulated rent is calculated as the sum of 1, 2, and 3-G, which results in a rent of $5,296.20. If charged, the preferential rent is $3,733.00.
  
  Amortization Letter
  The past manager wrote a letter to a resident stating that they were allowed to self-amortize, also known as paying net effective rent. However, this is not standard practice and the current representative is unsure why it was done. Self-amortization requires the resident to pay the exact amount every month and adjust for utilities, which the resident did not follow. For confidentiality purposes, the names of the residents have been changed.
  
  The letter from the past manager reads, "Landlord is allowing Residents to pay the NET effective rent on a monthly basis; equal to $2829.75 per month+ utilities. Also, please let this letter clarify the tenant's legal rent vs preferential rent. The legal rent is located on page 3 and is $5296.20. With ******** ***** being a Rent Stabilized Building, NYS requires us to list the legal rent; the rent in which we cannot legally charge above. RESIDENTS will be paying the Net effective rent based on the gross price of $3733. This is located on page 1."
  
  Letter vs. Rider
  Explained via email on January 24th, 2022
  
  In legal terms, a letter is a document that is signed by one party and is typically used to convey information or make a request. It may not have any legal binding power and is usually not considered a formal part of a contract or agreement.
  
  A rider, on the other hand, is a document that is added to an existing contract or agreement and is signed by both parties, indicating that they have agreed to the terms outlined in the rider. It modifies, adds, or clarifies the terms of the original agreement and is legally binding on both parties. A rider is often used to make changes to a lease agreement, such as adding or removing clauses, changing rental rates, or extending the lease term.
  
  In summary, a letter is a standalone document that may not have legal binding power, while a rider is an amendment to an existing contract or agreement and is legally binding on both parties.
  
  421-A Surcharge
  A 421-a rider is a document that provides a tax abatement benefit to property owners who create new or renovate existing residential buildings in New York City. The rider outlines the terms and conditions for receiving the tax abatement and is attached to the lease agreement.
  
  no surcharge was charged to the resident during their two-year lease. A 421-a rider typically allows a landlord to increase the rent by utilizing a surcharge, but it does not necessarily mean that the landlord must utilize it. It is up to the landlord to decide whether or not to utilize the surcharge
  
  Page 18
  
  “421-A RIDER TO LEASE AGREEMENT
  
  NOTICE RE: 2.2% RENT INCREASES AND EXPIRATION OF RENT
  
  STABILIZATION
  
  1. RENT REGULATION. Pursuant to Real Property Tax Law Section 421-A ("Section 421-A") and the rules promulgated thereunder by the N.Y.C. Department of Housing
  
  Preservation And Development (the "421-A Rules"), Owner has obtained real estate tax benefits ("421-A Tax Benefits"). Solely as a result of obtaining 421-A Tax Benefits, the
  
  apartment is regulated under the Rent Stabilization Law and Code and Chapter 4 of Title 26 of the Administrative Code of New York City, all as heretofore and hereafter amended
  
  (collectively, the "Rent Regulations"). Upon your request, Owner will make available to Tenant for review at Owner's office a copy of the Rent Regulations.
  
  2. TERMINATION OF RENT REGULATION. Owner estimates that the 421-A Tax Benefits for the building will expire on or about June 30, 2023. Upon the expiration of the lease in
  
  effect when the 421-A Tax Benefits expire, the apartment will no longer be subject to the Rent Regulations and Tenant will then not be entitled to a renewal lease and the apartment
  
  will not be regulated as to the amount of rent that Owner may charge tenant or any other person for the apartment. If the Owner should elect to renew the lease at that time, the
  
  Owner will not be legally bound by any governmental rent guidelines and may charge an unregulated rent.
  
  3. ANNUAL 2.2% RENT INCREASES. In accordance with section 421-a, the 421-a rules and the rent regulations, beginning at the start of the real property tax phase-in period (the
  
  "phase-in period") of the 421-a benefits which will occur in the 1st year of the 421-a tax benefits, the monthly rent will be increased by 2.2% of the monthly rent actually charged for
  
  the apartment at the commencement of the phase-in period ("2.2% increase"). Successive additional 2.2% increases (each in the same amount as the initial 2.2% increase) shall be
  
  added to the monthly rent every year as of each July 1st thereafter. These 2.2% increases will be in addition to any other increases that may be permitted under the rent regulations,
  
  but the 2.2% increase will not be included in base rent while the apartment is subject to the rent regulations. Please note, in the event that the owner fails to charge a 2.2% increase in
  
  any particular year, that increase may be collected at any time, but only prospectively.
  
  4. TENANT'S CONFIRMATION. By signing this rider below, Tenant confirms that Tenant has received and read this rider.
  
  ACKNOWLEDGEED, UNDERSTOOD AND AGREED:”
  
  Which is a signed by both tenants and the Bozzuto Agent whom was responsible for IMH at the time.
  
  Charges Explanation
  Email sent on January 24th 2022 relevant portion.
  
  “As stated in your lease, the monthly rent for the two-year period is $3,733. This amount was prorated for the first and last months of your tenancy, resulting in a first month prorated amount of $2,047.13 and a last month prorated amount of $1,806.29. When these prorated amounts are combined with the 22 full months of rent, the total amount owed for the two-year tenancy comes to $89,712.42.
  
  You also received a concession of 4.5 months of rent, which amounts to $16,798.50. Subtracting this concession from the total rent owed results in a remaining balance of $72,912.92, before utilities and fees.
  
  When taking into account your utilities and fees, which came to $4719.36, the grand total owed for your tenancy is $77,632.28. You have already paid $73,681.15, leaving a remaining balance of $3951.13.
  
  Additionally, upon processing your security deposit refund $3733, we have used it to pay your remaining balance and brought the amount owed to $218.13. “
  
  It is important to note that the system does not automatically recognize a move-out and does not prorate the final month, hence the credit was added. Furthermore, your gross rent was never higher than $3,733, except for an instance on 2/1/2021 where it was incorrectly charged at $4,660.38, but you received a credit of $927.38 on the same date. There was also an instance on 1/15/2022 where it was incorrectly charged $2555.69 and a credit of $508.56 was given.
  
  Variance payments received vs agreed. Relevant portion copied from email on January 25, 2022.
  
  “I would like to bring to your attention that you did not pay the net effective that was agreed upon January 2021 (Short $782.62), March 2021 (Short $1926.50), May 2021 (over $34), June 2021 (short $15), Aug 2021 (Short $2.38), Sep 2021 (short $20), October 2021 (over $19.17), January 2022 (Short $50), May 2022 (over $2041.51) , Revision in June 2022 due to prior mistakes,  August 2022 (short $.63), Sept 2022 (short $189.69) and January 2023 (short $3640.86). Therefore, even if your letter was legally binding, you did not adhere to the terms of the letter or Regional’s revision.”
  
  Security Deposit
  Email sent regarding security deposit processing
  
  “o Security Deposit
  
  Don’t worry we haven’t forgotten your Security deposit will be processed within 14 days of moving out. Normal Delivery time is under 2 weeks from processing the refund through USPS . Please provide us with the forwarding address as the security deposit will be sent via mail. Failure to provide a valid address will result in the security deposit being sent to your ******** ***** Address. Additionally a few things may affect your refund.
  
  1.    Over payment or credit on the account will be added to the refund
  
  2.    Any balance on the account that has not been paid will be deducted
  
  3.    Final utility billings will be deducted
  
  4.    Security deposit interest will be added for the current year
  
  5.    Any damages outside of normal turn repairs.
  
  Let’s say we have processed the refund but you haven’t received your check that we sent. Please let us know we will be happy to recut the check and send it overnight. Please note that any request that comes through on the weekend will be responded to the following Monday.”  
  
  Slander of Character
  I must respectfully disagree with the residents statement. In my interactions with the resident, I have always been professional and courteous. I have provided her with detailed explanations and have not engaged in any behavior that can be deemed aggressive or inappropriate. I would be happy to provide any communication between us if legally requested to support this claim. Furthermore, my manager has been copied on most of our correspondence, which can attest to the professional nature of our communications.
  
  In cases where there are legal or urgent matters, I provide a detailed and direct response to ensure that all issues are addressed promptly and effectively. As evidenced by this email, I take great care in my communication and strive to ensure that all parties are treated with respect and professionalism.
  
  Work Orders
  The building has 894 units, 162 are the ******** portion. The building has a shared maintenance for all 894 units. I have attached the full log of the unit’s maintenance request in which there was never a long wait for a work order to be addressed.
  
  REG Date is date requested Hold until is the clsd date
  
  Request ID      Unit #  Status  Reg Date         Hold Until
  
  *****  Apt. *** - (Deactivated)        Closed 10/28/2022     Clsd 10/28/22
  
  *****  Apt. *** - (Deactivated)        Closed 10/29/2022     Clsd 10/30/22
  
  *****  Apt. *** - (Deactivated)        Closed 6/16/2021       Clsd 6/16/21
  
  *****  Apt. *** - (Deactivated)        Closed 6/16/2021       Clsd 6/16/21
  
  *****  Apt. *** - (Deactivated)        Closed 6/16/2021       Clsd 6/16/21
  
  *****  Apt. *** - (Deactivated)        Closed 11/8/2022       Clsd 11/8/22
  
  *****  Apt. *** - (Deactivated)        Closed 11/8/2021       Clsd 11/9/21
  
  *****  Apt. *** - (Deactivated)        Closed 12/14/2021     Clsd 12/15/21
  
  *****  Apt. *** - (Deactivated)        Closed 9/1/2021         Clsd 9/1/21
  
  *****  Apt. *** - (Deactivated)        Closed 9/1/2021         Clsd 9/1/21
  
  *****  Apt. *** - (Deactivated)        Closed 9/1/2021         Clsd 9/1/21
  
  *****  Apt. *** - (Deactivated)        Closed 9/1/2021         Clsd 9/1/21
  
  *****  Apt. *** - (Deactivated)        Closed 9/1/2021         Clsd 9/8/21
  
  *****  Apt. *** - (Deactivated)        Closed 9/14/2021       Clsd 10/1/21
  
  *****  Apt. *** - (Deactivated)        Closed 12/14/2021     Clsd 12/15/21
  
  *****  Apt. *** - (Deactivated)        Closed 12/14/2021     Clsd 12/15/21
  
  *****  Apt. *** - (Deactivated)        Closed 12/20/2021     Clsd 12/22/21
  
  *****  Apt. *** - (Deactivated)        Closed 3/29/2022       Clsd 3/30/22
  
  *****  Apt. *** - (Deactivated)        Closed 1/28/2021       Clsd 1/29/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/26/2021       Clsd 1/26/21
  
  *****  Apt. *** - (Deactivated)        Closed 6/24/2022       Clsd 6/25/22
  
  *****  Apt. *** - (Deactivated)        Closed 2/7/2022         Clsd 2/7/22
  
  *****  Apt. *** - (Deactivated)        Closed 2/9/2022         Clsd 2/9/22
  
  *****  Apt. *** - (Deactivated)        Closed 2/7/2022         Clsd 2/17/22
  
  *****  Apt. *** - (Deactivated)        Closed 10/26/2022     Clsd 10/29/22
  
  *****  Apt. *** - (Deactivated)        Closed 6/24/2022       Clsd 6/25/22
  
  *****  Apt. *** - (Deactivated)        Closed 2/5/2021         Clsd 2/6/21
  
  *****  Apt. *** - (Deactivated)        Closed 3/31/2021       Clsd 3/31/21
  
  *****  Apt. *** - (Deactivated)        Closed 3/31/2021       Clsd 3/31/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/16/2021       Clsd 1/17/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/16/2021       Clsd 1/17/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/16/2021       Clsd 1/17/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/23/2021       Clsd 1/23/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/28/2021       Clsd 1/29/21
  
  *****  Apt. *** - (Deactivated)        Closed 1/28/2021       Clsd 1/29/21
  
  *****  Apt. *** - (Deactivated)        Closed 4/20/2021       Clsd 4/27/21
  
  *****  Apt. *** - (Deactivated)        Closed 5/16/2021       Clsd 5/18/21
  
  *****  Apt. *** - (Deactivated)        Closed 5/16/2021       Clsd 5/18/21
  
  *****  Apt. *** - (Deactivated)        Closed 5/17/2021       Clsd 5/18/21
  
  Please let me know if you have any questions.
  
  Hope you have a wonderful presidents day weekend ahead of you.
  
  Warm Regards, 
  
  Cody R******
  
  Property Manager,
  
  ******** at ******** *****
  *** **** **** **. | New York, NY *****
  (O) ************ | (F) ************
  
  **********@bozzuto.com
  
  ******** at ******** *****

  Customer Answer

  Date: 02/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:01/23/2023

  Type:Order 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.

  Company lied and falsified documents. Double Credit reported

  Business Response

  Date: 02/06/2023

  We are sorry that this individual filed a complaint and really do not understand the purpose for the complaint. This particular individual did not apply. The other person was denied. 

  Just for clarification, Bozzuto does not handle the screening. We have a third party company that does the screening. The site team receive a response to accept, deny or accept with guarantor or full security deposit.  The sites do not see the credit report. They are advised to submit an inquiry to the third party screener for a copy of their credit report or reson for denial.

• Initial Complaint

  Date:12/12/2022

  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.

  We lived at *********** managed by Bozzuto for 2 years from 6/6/20-6/6/22. It has been 6 months since we moved out, and we still have not gotten our security deposit or the remainder of our final payment back. On 4/9/22, we received a notice of a 16% increase in rent, so we decided to not renew the lease. We emailed the manager to notify our intent to move out at the end of our lease. They informed us to complete the notice-to-vacate form and stated a separate move-out packet will be sent. On 5/19/22, we visited the management office to ask about the move-out packet since we still haven't received it. They printed it out during the visit, but the charge for lease termination was calculated for a move-out date on 6/9, despite our lease ending on 6/6. This is more than a $300 overcharge for the extra days. Upon questioning, they responded saying that a 60 day notice is required, and that we notified them on 4/10. We stated we did not receive the notice for rent increase until 4/9 and thus could not have decided to move out prior. The manager then agreed to return the move out date to 6/6 and printed us an updated estimated charges for lease termination. Prior to leaving, I overpaid the monthly bill in order to cover any utility charges that would be charged after the last rent statement. On 6/2/22, we returned the keys and left the premises. When asked about the security deposit and returning any leftover sums, management said they will return via mail. We gave the address and finished the check out process. To this day, we have not received our security deposit, nor the remainder of our payment minus utility charges (estimated at approx. $380), despite multiple attempts in contacting them. Management is unreliable and unresponsive. Highly unprofessional and does not care for former tenants. I later found out that Bozzuto has left ***********, and is now impossible to contact about this unfortunate situation.

  Business Response

  Date: 01/09/2023

  From: ***************************** <**************@bozzuto.com>
  Sent: Thursday, January 5, 2023 5:11 PM
  To:  Leader*******@mybbb.orgPhone
  Cc: ****** ******* <********@bozzuto.com>
  Subject: Consumer Complaint #********
  
  To whom this may concern,
  
  We are in receipt of the above referenced claim. However, I am not able to access it as my e-mail address is not recognized by the BBB system. What I think is happening after reviewing this file, is there was a clerical error when processing it post move out.
  
  It looks like the resident's NTV was received on April 10th, so the move-out date was indeed set for 60 days later 6/9 instead of their lease expiration date of 6/6. The notice to vacate form and the notice to vacate packet are not attached to the resident profile, so we have no way to verify if it was received on the 10th or if that's just the day it was put into our database.
  
  As it stands now, the resident owed the property $150.11 after applying their security deposit ($99). If the move out date had been 6/6, they would be due a refund of $156.09.
  
  We are revising the statement of deposit accounting and will send to ****** (new management company) for refund once the adjustments have been made. On the surface it looks like the resident just gave his notice to vacate a few days too late and was financially responsible 3 days past the lease expiration date, but without access to the recordkeeping we have no way to prove it. Please let the former resident know we are working on the refund I would think this could be accomplished within 30 days.
  
  Please feel free to reach out to me should you have any questions or need any additional information.
  
  Sincerely,
  
  ******************************************
  .com

  Customer Answer

  Date: 01/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I'm trying to upload another document for this case. 

  As I have stated in the original claim, the property manager of *********** at time agreed to change the move out date to 6/6/2022. They printed out a new move out estimate (see the document attached). However, from the phone calls after I have moved out, I learned that they forgot to change the move out date in the system and therefore I was over charged. Most of the discussion with the property was with phone calls and was not recorded. In the original attachment, the last response from the property manager said that a refund and move out statement will be sent to me. I am still waiting for both of them.

   When I still had the access to the resident portal, I saw that I was also charged for the utility between 6/6/2022 to 6/9/2022. Please provide me an updated statement and estimate of when I will receive the refund. Thank you.

  Regards,
  
  *** ***

  Customer Answer

  Date: 08/15/2023

  The refund has been received after the initial complaint.

• Initial Complaint

  Date:11/16/2022

  Type:Order 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 10/4/22 we submitted our lease renewal agreement to *************** who was currently being managed by ******** properties. Once we found out Bozzuto took over, the lease renewal agreement and proof of insurance was provided on 10/21/22 and we were informed we should have our lease in a week seeing as our terms expired on 12/10/22.A week later I was informed the lease wasn't available, but they would get to it soon. On 11/4/22 I was informed by the leasing manager I would have the lease to sign by EOB. Once again, I checked in after a week had passed and we had not received our lease and our concerns were dismissed that it would come eventually. It is currently 11/16/22 and nearly a month later we still do not have a copy of the lease we agreed to continue. As of right now, Bozzuto is refusing to say whether we can stay in our apartment with less than 30 days left on our lease. I have exhausted all options and reached out to both the general manager and regional manager to simply get a copy of our lease to sign after nearly a month.

  Business Response

  Date: 11/28/2022

  From: Elsie P************** <***************@bozzuto.com>
  Date: Mon, Nov 28, 2022 at 1:33 PM
  Subject: Complaint #********
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: Monica J****** <********@bozzuto.com>, Kelleigh N**** <**************@bozzuto.com>

  
  

  Dear *****,

  Thank you for reaching out regarding the attached complaint submitted by *************

   

  ************************* visited our leasing office in the first week of our transition, mid to end of October. He explained that he was up for renewal and had already sent his renewal offer letter back to ********, stating he had agreed to renew.

  Our office informed him that we were still getting set up with our systems and that we would be back in touch with him to finalize his renewal. We asked him to forward his email thread with ******** with the information and details on what they agreed to for the renewal terms.

  We assured him, on multiple occasions, that we would honor his renewal agreement with ******** and send him the documents with the agreed-upon rates and terms.

  We thanked him for his patience during the transition period of Bozzuto taking over. In addition, he had been communicating back and forth with our office regarding a separate issue. Once we closed the problem, he followed up with the leasing office on the weekend of 11/13 about his renewal. On Wednesday, 11/16, we called him to notify him that his renewal lease was generated and sent, and according to our records, he signed it that same day. Unfortunately, we are still waiting on the signature from his fianc, the other leaseholder on the account, and we have resent it again today.

  Again, thanks so much for reaching out. Please let us know if you require any further clarification on your end. We are always happy to comply.

  Warm Regards,

  Elsie P***********

  General Manager, ***************

  *** ************   | Jersey City, NJ *****

  (O) ************  | ********@bozzuto.com | *****************

• Initial Complaint

  Date:10/28/2022

  Type:Order 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 10/26/2022 I received a call from ******** at ************ apartments advising that my name had come to the top of the below market rate apartment waitlist and I needed to immediately come to apply if interested. I viewed the unit and decided to proceed being that myself and two children were urgently looking for safe housing . I provided my income as requested and was denied despite me making two times the amount of the rent . The complex ignored my calls and request to appeal the decision. I was also told my daughters social security income could not be counted towards my income Supposedly the denial reason was due to insufficient income. Which is definitely not the case.

  Customer Answer

  Date: 11/02/2022

  I would like my application fee returned. 

  Business Response

  Date: 05/10/2023

  April 6, 2023 
  

  On 10/26/2022, The ******* at ******** received an application from ***** ******** for an affordable (below market rate) apartment listed at $2,292. Tiana applied independently and paid a sole application fee. The proof of income documents that were submitted did not meet the applicant selection standards and suffice. Below market rate applications are based on the merit of the initial application and cannot be altered to change a qualification decision. For example, if an application is submitted with (2) adults and the application is denied due to the credit of (1) of the adults, the applicants cannot simply remove the denied person from the application. This is also true in ***** ********'s situation where she applied independently and was denied due to the income requirements and then attempted to add another adult to the lease that she said would meet the necessary income requirements. 
  

  We are happy to refund the application fee. We can process this and a check for $53.64 will be cut and sent to the address we have on file: 
  
  ***** ******** 
  **** ********* ***. 
  Oakland, CA ***** 
  
  General Manager 
  The ******* at ******** 

  Customer Answer

  Date: 05/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I never attempted to add another adult to my application . The Information stated is false . The decision was based on discrimination. I qualified with myself and my two children and this company illegally denied my application. I was a former resident at that complex prior to this new company taking over . I moved out because I was layed off my job . Once I was rehired making the same amount of money I was making when I moved in a year prior I reapplied . Excellent credit , excellent rental history , and qualifying income.

  discrimination at its finest 

  Regards,
  
  ***************************

• Initial Complaint

  Date:10/21/2022

  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 moved out of *************** 9/19/22. Called multiple times and sent multiple emails inquiring into the shipment status of my refund. They had my forwarding address incorrect initially. After correcting this and waiting about a week, I attempted outreach and wanting to confirm the change and inquire into shipment status.No response, still. It has now been 30 days since move out. Am escalating this to the next level to seek insight, further action will be considered if the 45 day threshold is passed.My experience at i5 was great however their leasing office was ridiculously unresponsive for a majority of the time.

  Business Response

  Date: 11/07/2022

  From: *************************** <**************************@bozzuto.com>
  Date: Mon, Oct 31, 2022 at 10:29 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: *************@mybbb.org <*******@mybbb.org>
  Cc: ******************************* <***********************@bozzuto.com>
  

  
  

  Hello *****,

   

  This customers refund was cut weeks ago on 10/12. We've followed up to inquire if they would like it voided and re-issued, since it sounds like they haven't received it.

   

  Regards,

   

  Miriam M**********

  General Manager, ***************

  *** **************  |  Washington, DC *****

  (O) ************  |  *****************