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

  
• 

  30 Dalton

  30 Dalton St Boston, MA 02115-3171

• 

  Bozzuto Management Company

  155 Federal St Ste 700 Boston, MA 02110

• 

  Riverbank

  560 W. 43rd Street New York, NY 10036

• 

  Compass at The Grove

  1001 Compass Way Newark, DE 19711

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:08/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at ************, a Buzzuto Property in Arlington, VA. I had friends over for dinner at the rooftop area on August 12, 2023. *******, who works at the property, informed us that as long as we kept our gathering to one table, buzzed up our own guests, and did not stop any other residents from using the rooftop space, that we would not have to pay any fees to have dinner on the roof. Now the property has charged me a $375 event fee for using the space. The full space was not reserved for us, we did not prevent any other residents from using the space (there were other residents playing pool when we arrived and we were even charged for that time period), and we buzzed up our own guests, so we did not receive any of the services that the event fee is supposed to cover. Please help me remove this fee! I love this property, but I have been very upset with how this was handled.I have guests who were also present with ******* and are ready to sign an affidavit corroborating this version of events. She told us we could use the space without paying a fee this time as long as we followed her instructions, which we did to a tee. Im sure you can understand that being charged $375 when we were told that we could use the space for free is very frustrating.

  Business Response

  Date: 09/05/2023

  Good afternoon,
  
  I regret to observe the escalation of this matter by a resident of ********* Apartments, a corporate rental property. On Saturday, August 12, ****** (who is not a resident through ************) hosted a planned gathering, including an invitation to meet in our ****** clubroom. Our community agreement, available at move-in, within our community handbook, and on our resident portal, outlines the proper steps for reserving the clubroom for gatherings, including associated deposits and hourly fees.
  
  Our concierge on duty informed ****** of the policy and associated fees when it became evident that there were no scheduled reservations, as his guests arrived following the sent-out invites for directions to the gathering. The concierge did not wish to force the removal of the guests or end the gathering but did mention that Management would follow up regarding the unauthorized use of the clubroom, which ultimately discouraged other residents from using the area.
  
  On Monday, August 14th, Management sent an email to the resident and ********* Apartments contact (*****************) the lease agreement holder informing them of the unauthorized space use, including the application of a $150/hourly fee or $675 (for the 4.5 hours the space was utilized). The fee is charged for an exclusive use of the clubroom. There are no other services that come with reserving and utilizing the space for a gathering. As a gesture of goodwill,Management reduced the fee to $375 and waived the cleaning fee of $300, as the clubroom was not cleaned up as per the agreement.
  
  Subsequently,when the resident escalated the matter to our managing partners and directors,the fee was waived from ********* Apartments' ledger. The resident does not pay ************ rent or any other fees directly.  We conveyed this decision to ********* Apartments and left it to their discretion whether or not to waive the fee to ******. At this time, I am unsure which direction they chose however ********* Apartments did inform ****************** Management that they have chosen to ask the resident to vacate effective 9/7/2023. 
  
  We have, in this instance, waived the fee and communicated with the relevant parties accordingly. Please do not hesitate to inform ****************** Management/Bozzuto Management if there are any further concerns or if additional information is required. Thank you.

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

  General Manager

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

  Customer Answer

  Date: 09/06/2023

  [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 of waiving the fee is satisfactory to me. 
  
  Regards,
  
  **
  
  

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at ************* at Bethesda, a Bozzuto property. I have been on auto pay since moving in on October 4th, 2022. For some reason, my automatic payment was not properly withdrawn from my account in June of 2023. I didn't notice until July, at which time I made a manual payment. I was subsequently charged a late fee, which I have disputed. Bozzuto acknowledges that it is not my fault that my automatic payment was not processed, but they will not refund my late fee. I therefore believe they are fraudulently charging me a late fee, and I would like it to be refunded in full.

  Business Response

  Date: 08/28/2023

  Hello - 

  A refund was issued to the resident as a courtesy on August 11th and was notified about the refund on August 10th. Please see the attached email chain and snippet of the account ledger.  

  Thank you, 

  Property Manager 

• Initial Complaint

  Date:08/09/2023

  Type:Billing 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.

  Hi BBB team, I am filing this complaint regarding a dispute with my landlord (a management team of Audubon apartment building in New Haven CT, belonging to Bozzuto group) in 2021. The issue is that after we moved out at the end of our lease, the landlord posted an unreasonable charge to my account, refusing to return our deposit as well as other credit in the account. Moreover, the landlord claimed there is a due in the balance and asked a collection agency to harass us. The whole story is that the landlord found a bottle of bed bug treatment spray left in the apartment a few days after my move out. I explained that was from a friend and never got used, which just happened to be left in the apartment during the move. Without further inspection, the landlord simply called in a vendor to conduct a full bed bug treatment and posted the charge on my account. There was no bed bug issue in the apartment during my stay, and no proof shew there was such an issue after I moved out. I wrote emails to dispute this charge, however the landlord stopped replying to my email after a couple of back and forth. Then two years later a collection agency reached out to me for "the amount that I owe" to the landlord. I have attached my emails with the landlord. Given that I made it clear there was no bed bug issue existed and the landlord shew no proof of such issue, I believe the charge to me is unreasonable. The landlord owes us the deposit and account credit with this billing adjustment, so I would also ask for a refund. Thank you for the help!

  Business Response

  Date: 08/14/2023

  Good afternoon. 

  We are moving forward to credit the account and reversing the charge that they indicated. 

  Thank you. 

  Customer Answer

  Date: 08/16/2023

  [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: First of all I am extremely grateful for BBB team's help! Meanwhile I appreciate the effort that the business is spending to revert that charge.

  However the math was wrong in the latest statement (see attached).

  It is a simple math problem: before reverting the charge, the business claimed that I owe a $172.52 debt; and the unreasonable charge that being reverted is $425.4 --- a subtraction shows that my refund should be $425.4 - $172.52 = $252.88 rather than the $31.66 stated in the attached file. (I tried to contact the business but again no response.)
  
  Regards,
  
  *********************

  Business Response

  Date: 09/06/2023

  A revised ledger has been sent to the resident with the corrected ledger amount. The past resident will be receiving a refund by check mailed to the forwarding address provided from the Corporate office. 

  Customer Answer

  Date: 09/08/2023

  Hi ***** and the team:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you all for the help through this!
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/01/2023

  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.

  The complaint involves Vacant Unit Utility Recovery charges for utility services and the accumulation of late fees due to the management company's lack of response and resolution. I, the tenant has provided billing statements from the *** website to prove timely electricity payments from the start of the lease in February 2023 until the present. Despite this, the management company has not addressed the issue, leading the tenant to give notice to vacate on 07/12 and vacate the property. However, after moving out, the tenant received an eviction notice. The tenant seeks a quick resolution and the waiver of all late payment fees to end the lease without any adverse effects on their credit and rental history. They criticize Bozzuto's management for irresponsible practices and disregard for tenant rights and responsibilities as a landlord.

  Business Response

  Date: 08/04/2023

  Hello-- ***************** has been in phone and email communication with this resident. 

  Here is a summary of how we have assisted the resident:
  1.Resident set up electric (***) in the wrong apartment # and has been paying someone elses electric
  2. Assistant Manager has all the documentation of resident setting up and paying the wrong apartment's electric and submitted to ********** (the utility services company for Bozzuto)
  3. ********** is handling with ************* and ***** (***) to fix the error from resident setting up the wrong address
  4. ********** will confirm with Bozzuto once this is corrected with ***
  5. Bozzuto will credit back the vacant recovery charges once corrected by *** and **********
  6. June late fee is the only fee that needs credited back once the electric is corrected- April and May rent was paid after the grace period of the 3rd of each month, thus resulting in late fees
  7. Resident has approval to pay rent WITHOUT including the vacant recovery charges since she provided proof to Bozzuto
  8. Resident pays after the 3rd (except June) which is why she has the late fees
  9. July rent was not paid- eviction process began

  10. No payments have been made since 6/2/2023

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction and disappointment regarding the non-refundable amenity fee that I was informed would be refundable. On 07/06/2023, I paid a substantial amenity fee of $350 before signing the lease agreement for apt #*** at **************.During the in person tour of the apartment, I was explicitly told by your representative that this amenity fee was refundable under specific circumstances, which I have adhered to. However, despite fulfilling all the requirements for a refund, I have yet to receive any reimbursement. I kindly request that you review my case and promptly issue the refund owed to me. I believe it is only fair to receive the refund that was promised to me. I have attached copies of all relevant documentation, including receipts.I trust that Bozzuto Management takes customer satisfaction seriously and will resolve this matter promptly and fairly. I look forward to a swift resolution to avoid any further inconvenience or escalation of this issue. Thank you for your attention to this matter. Sincerely,*************************** ************

  Business Response

  Date: 07/26/2023

  Our amenity fee is non-refundable if the applicant cancels the application after the first 48 hours after submitting the application. This is standard for all applicants and is disclosed when the applicant applies.When this applicant reached out to us when they learned they applied to the wrong apartment, which was the error of outside leasing help we had that week,we discussed over the phone that the applicant would receive the refund of $350 amenity fee and the $100 application fee as it was the error of the agent helping in the office that week. This applicant was never told they would not receive a refund once they notified us via email that they wanted to cancel their application. They have been refunded $450 which is coming via check to their forwarding address. 

• Initial Complaint

  Date:07/16/2023

  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 rented an apartment for my son who is a graduate student. I am paying fully for the apartment. He is my dependent. The apt is at ********, **************************** NW, **************. Number 612. When we looked at the apartment they had overhead ceiling lights wired into the ceiling. When we moved in, they were removed. Nothing in the lease or verbally told us they would be removed. Their removal violates ** housing law in two of the rooms: the den (which has no window) and the bedroom (which has a small window). One week ago I asked them in writing to return the ceiling lights in these two rooms for safety reasons, but I have received no response. I also spoke to the manager of the building two weeks ago and she refused to return them, suggesting I buy lamps. The ** housing code is at this website: **************************************************************************************************************

  Business Response

  Date: 07/28/2023

  To whom it may concern:

  All apartment homes in our community does not have any overhead lighting and any sorts of other lighting attached to the bedrooms. Lightings are only found in the bathrooms, kitchens and hallways. We are more than happy to discuss this with the residents, and we are willing to show units in our community to make the comparison. 

  We thank you for your time and attention. Please let us know if there are any other questions or concerns. 

  Best Regards, 

  ***************************
  General Manager
  The Vale Apartments 

   

   

  Customer Answer

  Date: 08/01/2023

  [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: 20328552
  
  I am rejecting this response because: It is ************** policy that landlords need to have overhead lighting in rooms that do not window or sufficient windows to cover at least 8% of the room. ******************** has asked for me to give permission for an inspection, once I brought this matter to their attention. I was hoping it would not come to that, since I like the Vale and do not want to create waves, but I stumble every time into the room with no overhead lights and windows, looking for the lamp. It is a safety hazard and frankly, a significant liability risk for them, should someone become injured seeking to find a light. The rooms HAD lights when I toured them. The management removed them without notifying us or putting it in lease. The reason I believe it is not in the lease is that what they are doing is illegal. I ask for the return of overhead lights that were wired into the apartment when we toured. 

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

  
  

  Customer Answer

  Date: 10/28/2023

  I attached two photos: 1. The den that has no windows and no lights, which according to DC code needs an overhead light for safety reasons 2. The bedroom, which has only one small window and thus does not meet code either and requires an overhead light. When we toured the apartment both of these rooms had an overhead light. I know this to be the case because I was able to turn them on and see the rooms. I would not have been able to see the rooms without the overhead lights. At no point did anyone inform me they would be removed, and DC law requires lights in these rooms. 

  Customer Answer

  Date: 10/30/2023

  See attached. Sally 

  Business Response

  Date: 02/16/2024

  We have investigated the allegations of ************ thoroughly and have confirmed they are without factual basis. The entire building was designed and built without overhead lighting,and ************ accepted the condition of her apartment upon move-in in the form of her written lease. ************** accusationthat The Vale installed overhead lighting in ************** unit alone for the purposes of the tour, but then secretly removed the lighting prior to her move inis not true. ************** complaint should be closed. 

• Initial Complaint

  Date:07/05/2023

  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.

  Since last October the water in the apartment (mainly the shower) has not been hot in the AM. As a result, in the mornings prior to work I have forced to take a lukewarm (at best) shower which is extremely frustrating. I have been filing numerous complaints and work orders and nothing ever gets done. The apartment complex has refused to give me a rent reduction and gave me a **** gift card instead. At one point the issue was fixed after ~6 months but this was only temporary. The issue returned. I recently complained about this a month ago - I didn't hear back, then after complaining they said the boiler was going to be fixed. No one got back to me whether this issue was resolved and I am still with cold water. For the first several months, no plumber was called - people would just come in the apartment to try to measure the temperature (despite multiple pictures of myself checking the temperature). I can go on and on about this issue, but to sum it up - this issue has persisted for almost a year. The management company has not done their job in resolving this issue appropriate and I am fed up. I pay $3500/month for this place and the least I could get is hot water in the AM. This is all I want - for this issue to be gone once and for all. Ridiculous.

  Business Response

  Date: 07/10/2023

  Hot water read is within normal temps during the day. This resident is specifically having an issue only in the early morning (in shower) around 6am/7am EST. Replaced PVI tanks for additional hot water flow in 2023 in addition to PRV valves which correlates to the increase of hot water in the building. After both projects were complete in early 2023, this resident, is still having issues in the early morning in his shower. In order for this resident to receive adequate hot water in the early morning plumber suggested that we replace some pumps that control the hot water flow for his apartment. We will be replacing pumps for the water heaters located on the 3rd and 4th floor. These pumps control the hot side of the water for the smaller section of the building (where the resident resides). The project is expected to be done by Friday 7/14/23.

• Initial Complaint

  Date:07/01/2023

  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.

  -packages stolen on 4/1/23 & 6/26/23, no resolution -elevators out of service -street lighting neglexted

  Business Response

  Date: 07/05/2023

  Were sorry to hear of your experiences with packages missing or stolen. We are dedicated to investigating the matter thoroughly and getting to the bottom of what took place when your packages were delivered to the community. We would love to connect with you to discuss the details of the packages going missing as well as any of your concerns regarding the building and your safety, and address those concerns in a timely manner.
  
  Regards,
  
  ***************************
  Property Manager, ****************** || ****** House
  ******************************************************* ||********************************
  (O) ************ |  ********************
  
  
  NAMED A TOP WORKPLACE BY THE WASHINGTON POST SEVEN YEARS IN A ROW
  NAMED #1 IN THE ** FOR ONLINE REPUTATION SEVEN YEARS IN A ROW

  Business Response

  Date: 07/25/2023

  
  Were very sorry to hear of the unfortunate events that occurred with your packages. We take these types of incidents very seriously and have investigated the most recent matter through reviewing footage from our security camera system. After review, we have not found any proof of the package being tampered with. We have reached out several times, including 6/27 via email and again twice on 6/29 as well as calling and leaving voicemails. In order to further investigate, we need the photo and delivery information you received from ****** showing the location and condition of the package when it was dropped off. Our regional manager also emailed and called, and we have not received a response from you. We want to do anything we can to assist but need your cooperation at this juncture.
  We agree that some street light repairs are needed and are equally frustrated with this.  We have submitted several repair requests with the town of Mineola for this and will continue to do so until they are repaired.  We unfortunately do not manager the streetlights and have to wait for the local government to repair them.
   While there is no good time for down time, we work to address any issues with equipment as quickly as possible.  Both our pool heater and elevators are currently operational.  Should either of them or the anything require maintenance, we will make sure to address as quickly as possible and send communication updates to the community. 
  Your experience as a resident means a lot to us and we want to ensure all your concerns are resolved.  Please reach out to us at your earliest convenience.  We look forward to speaking with you.
  Warm regards,
  ******************* | Property Manager
  ****************** | *****************************************

  Customer Answer

  Date: 08/17/2023

  this has yet to be resolved.

• Initial Complaint

  Date:06/28/2023

  Type:Sales and Advertising 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.

  Today the Assistant General Manager, ***************************** charged my account $250 for failure to pick up animal waste. I called and asked why that was done. I was told that they had it on video that I had not picked up after my dog. I left work and went into the office to view the video (despite telling me that they would send me the video, they have not, and now refuse to do so). We watched the video together. The dog peed twice. In other words, there was no waste to pick up. Yet, that didn't stop ******* from charging my account and insisting that I had not picked up after my dog. After we watched the video together, ******* stopped insisting that I had failed to pick up after my dog. She then refused to give me the video so that I could show that I did not violate the lease.

  Business Response

  Date: 07/05/2023

  The resident was refunded on 6/28, please see the attached screenshot of the ledger showing where the charge was added and removed. We are unable to release video footage for public residential areas at the property, such as our dog park. 

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a residence at *********************** which is owned by the Bozzuto company. My residence was from April 2022 to April 2023. When I moved out, I left the apartment in great condition. Since I moved out in April 3rd, 2023, I have not obtained my security deposit and as I messaged the company at ***********************, they 'checked' with their finance side for two month and now I have no response from the company. The security deposit was $1,500. I would like to have that returned. Thank you!

  Business Response

  Date: 06/20/2023

  Hello, the full deposit refund was issued today to the address we have on file.  ***** is welcome to reach out to me directly should they have any questions at *******************@bozzuto.com

  Address on File:

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

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

  Apt ***

  Los Angeles, CA  ****

  Customer Answer

  Date: 07/03/2023

  [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. I have received the check. 
  
  Regards,
  
  ***************