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:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the amenities provided at my current apartment and to request an early move out date. I have been a resident at ************* since April 2022, and unfortunately, my experience has been far from satisfactory. When I chose to live in ********* ***, I expected to enjoy a high-quality living experience commensurate with the premium rent I pay. However, I have encountered persistent issues with the maintenance of the apartment complex, particularly concerning the un-repaired light fixtures resulting in low visibility and the recurring smell of trash throughout the premises. Firstly, ALL of the lights are out on the 13th floor elevator lobby and have been malfunctioning since my move-in date. Despite multiple maintenance requests submitted through the proper channels, the issue has not been adequately addressed, i was told that they are looking into new lights. Secondly, the persistent smell of trash throughout the complex is a significant concern. This unpleasant odor permeates the common areas, hallways, and occasionally even seeps into individual apartments. It not only creates an unpleasant living environment but also raises concerns about hygiene and potential health hazards. I have brought this issue to the attention of the management on numerous occasions, but it has yet to be resolved.The unaddressed maintenance issues and the recurring smell of trash have significantly diminished the quality of my living experience and are not in line with the standards expected from a prestigious apartment complex such as ********* ***. As a result, I would like to request an early move out date of August 1, which is two months before the expiration of my lease agreement.I am open to discussing potential resolutions or negotiating the terms of early termination, however, my primary objective at this point is to secure an early move out date due to the unresolved issues and dissatisfaction with the provided amenities.

  Business Response

  Date: 06/08/2023

  Dear ****,

  I am so sorry to hear that you have not had a positive experience with ********* *** thus far. I would love to help address your concerns as soon as possible, and we appriecate your patience while we look into this further. I apologize that there is an electrical issue with the lighting on the 13th floor in the elevator lobby area. Our maintenance team has tried a few different approaches to resolve this, but it unfortuately was a more complicated project than just replacing bulbs or the fixture. These are a custom piece and were in need of a particular light ballast. This week we received the custom lighting parts that we had been waiting on from our vendor. I have spoken with our maintenance team and our Service Manager will be focusing on getting the lighting functioning properly when he returns this upcoming Monday. We hope to have this back up and running early next week. Can I ask when you most recently experienced an unpleasant odor in the building? Are you referring to the lobby area or specially the 13th floor? We have not noticed an odor on the 13th floor, and I double checked today and also did not smell anything. If you could provide more details we are happy to come up again to look into this further. As far as the lobby, the retail restaurants connected to our building have to have their grease traps cleaned each month. Unfortunately, when the grease traps are being cleaned there is an odor that can occur in the main lobby area. Typically the smell from this is gone from the lobby/elevators within an hour or so once the routine cleaning is completed. In the last year we have added ozone machines to all of our main level trash compactor rooms to help reduce any foul odors in the common areas/lobby trash rooms. We also just had all of our trash chutes cleaned building wide within the last month. Our trash chutes are cleaned annually through out the entire building to help with any odors as well. I am sorry to see that you are looking to break your lease and move out of ********* ***. If you could give me a call at your earliest convenience, I would be happy to go over your options with ending the lease early and go over how we can work with you. 

  I look forward to hearing from you soon,

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

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

  Customer Answer

  Date: 06/12/2023

  [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:
  
  In the past 6 months of living there I have complained about the smell and the concern of the building being unclean. I have documented the times of the smell. And attached it to the previous letter.it is not the grease traps it is the trash and I am not the only one who notices it. lastly Not once have you acknowledged or even try to come up with an solution to my issue. 
  
  *************************
  

  Business Response

  Date: 06/14/2023

  ****,

  I see that you mentioned the smell is not due to the retail restaurants cleaning the grease traps. Can you specify where you are smelling trash, is this on the 13th floor? I have just gone up to your floor again and cannot smell this and currently there is no odor in the lobby either. Are you referring to when the trash chute door is opened on your floor? Please feel free to email or call us directly and we would be happy to go over this in more detail so we can work to find a solution for you. Thank you for your patience and feedback. 

• Initial Complaint

  Date:06/05/2023

  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.

  Ref A: Bozzuto Community and Procedures Addendum - All States, Quiet Hours and Disturbances (pg. 3)Ref B: Audio recording dated 5:13 AM 01 May 23 - documented noise disturbance (fighting/arguing)Ref C: Audio recording dated 12:42 PM 30 Apr 23 - documented noise disturbance (fighting/arguing)Ref D: Email dated 10:00 AM 30 May 23 - resolution requested I have requested repeatedly that mgmt assist with concerns. I have performed every action requested: recording, documenting, and requesting mgmt witness noise. I now live/sleep in living room in attempt to avoid noise. This is not the experience a resident would expect in a luxury apartment. Constantly told by mgmt that they cannot police behavior related to running, however, according to Ref A, Quiet Hours are in effect between 10:00 PM - 7:00 AM. Ref A states that the following loud activities are prohibited, including, but not limited to: large social gatherings, vacuuming, loud music and television, loud household activities, and move-ins/move-outs. Several complaints were made. Mgmt failed to adequately address the issue. From ~ Aug 22 - Feb 23, mgmt notified resident of disturbance via email/phone. Formal meeting with resident did not occur before ~ Feb 23, and only after I repeatedly requested mgmt do so. With all the evidence provided to mgmt, I would not think that the resolution would be for me to vacate my unit. Total # Complaints: 36 Total # of Complaints During Quiet Hours: 23 (63.9% disturbances during quiet hours)Type of Noise: Running, slamming doors, fighting/arguments Bozzuto Resolution: Transfer to "comparable" unit or vacate lease (Lease Break fee waived)NOTE: Email details and audio recordings can be provided upon request.

  Business Response

  Date: 06/15/2023

  Hi *******, thank you for your taking the time to leave your review of The Vine. I’m sorry to hear that you’re unhappy with your living experience. We have had multiple in person conversations, emails, and phone calls discussing options to help meet your needs. After these conversations, it made most sense to offer you a transfer to a top floor home to lessen the risk of experiencing noise from someone above.  It was managements understanding that you initially wanted to either transfer to a top floor apartment, or be able to move out with no lease penalty fees. Management agreed to these terms and updated you when a top floor apartment was coming available to allow you the option to transfer to this home. We are continuing to monitor any top floor apartment homes to be able to give you the option to transfer. If you have any questions, please do not hesitate to reach out with any questions Thank you, *************************** Property Manager, The **** | ********************************************************************;(O) ************ | ***********.com 

  Customer Answer

  Date: 06/26/2023

  [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 this does not solve this issue. Essentially what you are saying is that after +40 complaints about what even your local management deems to be excessive noise (with 1 of those complaints related to police intervention & upper management has not even bothered to address) your idea of a solution is for me…the victim to relocate to a top floor unit. To pay out of my pocket for the moving expenses and to continue to pay rent in a community who cares very little about my quality of life. This is unacceptable.

  The appropriate response would be to properly address this issue with the violating resident, because the resident is VIOLATING COMMUNITY POLICY on a daily basis. 

  To be clear Bozzutos help has included:

  1. Speaking with violating resident 

  2. Speaking with violating resident (repeat +40 times)

  3. Offering the victim resident an at their own cost move

  That does not sound like Bozzuto cares. I can provide documentation of all instances in  which in assistance was requested and Bozzutos response.  

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

  Business Response

  Date: 07/07/2023

  Hello *******,
  
  As discussed in meetings with onsite and upper management,the amount of emails notifying the leasing office of noise coming from your upstairs neighbor does not automatically validate that there was excessive noise. With this situation, we have not received any noise complaints from other surrounding neighbors. While noise can be interpreted differently by the individual, the noise that was being described to the leasing office was not determined as excessive noise. The majority of the noise complaints also took place outside of quiet hours. The leasing office has had multiple members come up to your home, when requested, to listen to the noise that was being described. While up there, the leasing office was unable to confirm that there were long spans of excessive noise. Despite this, The Vine has had email correspondence, phone calls, and in person meetings with the upstairs neighbor to try and help facilitate ways to bring a resolution to this matter.
  
  Per the conversations with on site management and upper management, you expressed interest in moving out of The Vine. Bozzuto offered to waive any lease break fees and allow for less than the required 60-day notice as it was determined we were unable to make your time at The Vine an enjoyable experience. Bozzuto additionally offered to transfer your home to a top floor to eliminate any chance of having upstairs neighbor noise, as this was a concern that had taken place with the previous tenants that lived upstairs.
  
  Warm Regards,
  
  ***************************
  Property Manager
  The ****

  Customer Answer

  Date: 07/23/2023

  Complaint: ********
  
  I am rejecting this response. The response from Bozzuto is a complete misrepresentation of the issue and is completely contradictory to verbal and email communication. Bozzuto has witnessed and acknowledged reported disturbances on several occasions. 
  
  Bozzutos implication that my complaints are invalid simply because other neighbors are not complaining is utterly ridicious and completely void of any logic. The majority of reported disturbances consist of constant running and jumping. I am the only neighbor that would be affected by such noise. Although the type of disturbance reported is confined to my apartment only, management has implied (via BBB complaint response dated 18 Jul 23) that the lack of complaints from other residents precludes any management action or intervention. The idea that another neighbor would be subjected to this noise or that management can hear such noise from outside the unit is devoid of any logic and only further exacerbates the situation.
  
  Bozzutos statement that the majority of complaints occur during non-quiet hours is completely false. As noted below (submitted to Bozzuto via email dated 30 May 23 10:00 AM; see attached), over 63% of my complaints were submitted concerning noise observed DURING quiet hours. I would love to see Bozzuto's documentation supporting their claims. 
  
  I have requested on multiple occasions that local management provide details on how my issue was being addressed. When prompted for details, Bozzuto either provides details related only to their offer to vacate at my own expense or hides behind Fair Housing Laws, implying that my issue is being addressed. My most recent request is dated 17 Jul 23 and was forwarded to the Property Manager (***************************) per his request. I have yet to receive a response, but instead received this BBB response that fails to address my request. 
  
  Additionally, management has asked me to be patient and communicated that my issue was being addressed. I am completely shocked to see that Bozzuto now claims that there was not a problem to address; see email excerpt below received from Regional Manager (***********************) dated 10 Jul 23 (see attached): 
  
  “…I’m very sorry that you are still being inconvenienced by your neighbors above. ...they have a move out date on or before ***.  We are doing everything in our power to facilitate the move sooner than ***… We can not physically remove someone from their home without using the courts, and unfortunately, this is the fastest route to ending their residency with us at The Vine. …but if you could try to hang in there with us for the next 2 weeks there will be relief at the end. In the meantime, you are move than welcome to use any of the common spaces during the day, and we could even reserve the conference room for you if you would like.”
  
  Bozzuto cannot claim that an issue did not exist and at the same time allay me with promises of resolution. Although any reasonable resident would consider the recorded noise to be excessive, Bozzutos BBB response (dated 18 Jul 23) indicates that they do not consider this noise excessive. For additional context, my unit is located directly off Route 29. All recorded disturbances submitted to Bozzuto clearly indicate noise observed/captured OVER Route 29 traffic. 
  
  Outside of committing significant financial resources, I have gone over and beyond. I make use of noise cancellation headphones, purchased ear plugs, rotate my sleeping pattern and location, and spend countless hours documenting/reporting disturbances. 
  
  I submit the following for review: 
  
  Complaints (as of 29 May 23): Submitted to Bozzuto via email dated 30 May 23 10:00 AM (see attached)
  
  Total Complaints = 36
  Total #/% Quiet Hours Complaints = 23 / 63.9% of total complaints
  
  Examples of disturbances NOT DEEMED EXCESSIVE by The **** Property Manager (***************************) and Regional Manager (***********************) as communicated via managements BBB response dated 18 Jul 23 (unable to upload audio files to BBB response): 
  
  ************************* OUTSIDE QUIET HOURS *************************
  
  30 Apr 23, 10:29 AM: Forwarded to Property Manager (***************************) via email dated 30 Apr 23 12:42 PM. 
  ** Timestamps: 0:11, 0:22, 0:38, 0:40 - 0:41, 0:48 - 0:51, 0:58 - 0:59, 1:22 - 1:47, 1:54 - 2:25, 2:30 - 2:42
  ** Link: Not uploaded for due to privacy concerns. 
  
  04 Jul 23, 7:13 PM: Forwarded to Property Manager (***************************) and Regional Manager (***********************) via email dated 04 Jul 23 9:58 PM. 
  ** Timestamps: 0:12 - 0:31, 0:33 - 0:46, 0:50 - 1:04, 1:11 - 1:20, 1:33 - 1:37, 1:44 - 1:53, 3:38 - 3:45, 3:50 - 3:58
  ** Link (unable to upload audio): *******************************
  
  04 Jul 23, 8:07 PM: Forwarded to Property Manager (***************************) and Regional Manager (***********************) via email dated 04 Jul 23 9:58 PM. 
  ** Timestamps: 1:04 - 1:15, 1:26 - 1:28, 1:58 - 2:03, 2:07 - 2:13, 2:25 - 2:39, 3:04 - 3:12, 3:22 - 3:36, 3:49 - 4:00, 4:21 - 4:28, 4:37 - 4:51, 4:55 - 5:16, 5:18 - 5:25, 6:04 - 6:07, 6:56 - 7:01, 7:37 - 7:42, 7:45 - 7:50, 8:18 - 8:26, 9:26 - 9:30, 9:49 - 9:53, 9:59 - 10:49, 11:14 - 11:20, 11:28 - 11:36, 14:12 - 14:22, 14:43 - 14:48
  ** Link (unable to upload audio): *******************************
  
  ^^^ 04 Jul 23 recordings are a perfect example of the daily noise levels at The ****. ^^^  
  
  ************************* QUIET HOURS (Quiet Hours: 10:00 PM - 7:00 AM) *************************
  
  01 May 23, 1:40 AM: Submitted to Property Manager (***************************) and Regional Manager (***********************) via email dated 01 May 23 5:12 AM.
  ** Timestamps: 1:32 - 1:40, 1:55 - 1:56, 2:02 - 2:05, 2:25, 2:31 - 2:31, 3:20 - 3:23, 3:28 - 3:30, 3:39, 3:47 - 3:49, 4:13 - 4:14, 4:19 - 4:42, 5:12 - 5:14, 5:53 - 6:22, 6:24 - 6:43, 6:47 - 7:05, 7:58 - 8:09, 8:34 - 9:00, 9:10 - 9:23,  9:30 - 9:33, 9:43 - 10:03, 10:10 - 10:15, 10:19 - 10:20, 11:00 - 11:15, 11:24 - 11:30, 11:35 - 11:36, 11:40 - 11:43, 11:47 - 11:49, 12:04 - 12:05, 12:24 - 13:39, 13:40 - 13:50, 14:10 - 14:58, 15:09 - 15:20, 15:38 - 16:15, 16:34 - 19:50, 20:32 - 21:14, 21:22 - 22:12, 22:42 - 26:55, 27:32 - 28:35, 29:44 - 30:40, 30:47 - 31:30, 31:50 - 33:30, 34:07 - 34:50, 34:51 - 36:39, 42:10 - 42:23, 43:05 - 43:16, 43:38 - 43:47, 44:37 - 54:52, 55:35 - 56:29
  ** Link: Not uploaded for due to privacy concerns. 
  
  Actions Taken by Resident:
  - Notified local management (***************************, Property Manager, The Vine) of all disturbances. 
  - In response to managements request, recordings were attempted and submitted to management.
  - In response to management request, notified management and requested a witness to the disturbance. 
  - Contacted Regional Manager (***********************, Bozzuto). 
  - Requested assistance via feedback submitted to main property management site, ******** and *********. 
  - Submitted BBB complaint for mediation (dated 05 Jun 23).
  - Requested management provide details on actions taken to resolve issue info not provided as of 7/22/2023. 
  
  Management has taken no meaningful action to resolve the issue. Instead: 
  
  Actions Taken by Management: 
  - Contact with neighbor for incidents reported during office hours.
  - Option to break lease without penalty at my own expense. 
  - Recommendation to relocate to the common areas during disturbances. 
  
  Any reasonable resident would consider this noise to be excessive. I have made every attempt for resolution. Bozzuto is irresponsible in their lack of action and should be ashamed at how they treat residents. 
  
  V/r,
  
  *************************

• Initial Complaint

  Date:05/27/2023

  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 applied for a Bozzuto building (****** ******). As part of my application, I paid an amenity fee that would apply if I moved in for that year's amenity use. After discovering some issues with the apartment complex, I withdrew my application and was contacted by "***" the manager. She asked for my address to mail a refund of the $700 amenity fee. I provided an address and subsequently provided an updated address after I had moved. It has now been seven (7) months and I have still not received the refund. I have attached the e-mail proving I withdrew along with the text from the manager of the building.

  Business Response

  Date: 06/01/2023

  We have processed a $700 refund after confirming the applicants forwarding address. We have requested our accountant team to expedite a refund check to be sent to the applicant who will confirm receipt once recieved. 

• Initial Complaint

  Date:05/25/2023

  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 moved into this complex back in Oct of 2022. Since then I have complained vigorously about the tenant next door and his constant weed habit which penetrates into my bedroom and bedroom closet. I’ve complained to the building manager for months to no avail. It’s 6 months now and the weed now fills my apartment. I’ve had security come to my apartment a few times. I’ve confronted the tenant as well. I’ve also sent countless emails to Bozzuto MGMT to no avail. Now not only is his weed coming into my apartment but it appears it’s coming in thru my air conditioning vent as well. I’ve asked to transfer across to the apartment across from me which is currently empty. I was told there would be a $1,000 fee which I feel I shouldn’t be responsible for. I’ve been inconvenienced for far too long. I’m sick and tired of having my apartment reek of the foul skunk odor coming into my apartment. I signed a 2 year lease and feel this was a terrible mistake. Please assist as I have no where to turn and management has been nonexistent here. Emails, complaints and phone calls go absolutely nowhere.

  Business Response

  Date: 05/31/2023

  Good Afternoon,

  This resident informed our office of an unpleasant odor coming from a neighboring apartment.  Since the initial complaint, there were several others.  Our course of action was to, first, address the source of the complaint.  Our office sent out several notices to the neighboring resident breaking our non-smoking policy.  The neighbor was also issued a monetary fine.  Most recently, our office sent a legal notice to cease.  Our office is making every effort to enforce the building's non-smoking policy, however, we have not witnessed the resident physically smoking - only observed the odor emanating from his apartment.  In the meantime, our standard transfer offer was provided to the resident, however, he would like if we allowed him to transfer to a more expensive apartment (with a view) for the same rent and waive the transfer fee.  I've reached out to the resident to see if there is a different apartment in the same price range he would like to transfer to.  We will be connecting today.

  Customer Answer

  Date: 06/06/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/09/2023

  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.

  I'm ***********************************, was resident of the apartments in Milford (*******************************), Connecticut which was managed by Bozzuto group and had vacated the apartment in Oct 2022 and expected a return of $1,311.11 from them. I've been trying to call them through phone/email but they are not replying at all. One of their regional portfolio Manager '*************************' had a conversation with us back in Feb 2023 and acknowledged that they will send $1311.11 but never sent.

  Business Response

  Date: 05/30/2023

  From: ************************* <*****************************@bozzuto.com>
  Date: Sat, May 27, 2023 at 1:38 PM
  Subject: Complaint ID ********; ***********************************
  To: [email protected] <[email protected]>
  

  
  

  Hello *****

   

  Hope you had a great Memorial Day weekend. We had a change of management at ******************************* in February 2023. As such, there was a transition period which unfortunately delayed accounting. A new check was issued for the former resident and mailed to the address provided on Thursday, May 25, 2023.

   

  Please let me know if there are additional questions or if there is anything I can assist with.

   

  Thank you,

   

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

  Regional Portfolio Manager

  **************************** |  9^th Floor  |  Hoboken, NJ *****

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

   

• Initial Complaint

  Date:05/03/2023

  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 live at ************* apartments, and have been without HVAC for 6+ months, including no heat all winter. All while paying premium rent prices. My original lease was $2145 and the past 3 months I have been paying MTM price of $2560.Maintenance inspected several times but the problem was never fixed properly. February 10th 2023 I was told my entire HVAC needed to be replaced and it would take 10 days up to two weeks to be replaced. It is now May 3rd 2023 and no repairs have taken place and they haven't communicated with me at all. Temperatures in my apartment had plummeted to under 60 degrees this is 100% unacceptable on their part. We used space heaters consistently for relief and it caused our *** bill to triple in price. We received zero reimbursement for this major inconvenience to us. We reported our price discrepancy to the leasing office and they did absolutely nothing with our complaint and continue to ignore us. We have made all of our rent payments 100% on time, so to be treated like this is extremely frustrating, alarming, and unfortunate. I hope a resolution comes soon.

  Business Response

  Date: 05/24/2023

  Hello,

  Thank you for bringing your concerns to our attention, and I really appreciate you speaking with me over the phone so that we could discuss your concerns further.  I apologize again for the issues that you have experienced with your HVAC unit.  I hope that I was able to assist in providing some of the missing answers and explanations to assist in relieving some of those frustrations that you have experienced, and that I was able to provide a satisfactory resolution. I am hopeful that we will be able to turn your living experience around for you to be able to fully enjoy your home now that the HVAC unit has been replaced.  Please let me know if you continue to experience any issues at all. I'm happy to help!

  Best Regards,

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

  Property Manager

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

• Initial Complaint

  Date:04/21/2023

  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.

  Recently Bozzuto Management Group took over the property management for **** Residences in Tampa. Since the transition, they’ve begun charging a $1 fee for paying rent online by ACH, a service which was free before they took over. Since this change occured in the middle of my lease agreement, I reached out to Bozzuto about waiving the fee. I was informed that the fee is being charged by ********- the only online portal Bozzuto offers for rent payment, so they have no control over it. They offered me the option to pay by check or sign up for auto pay in order to avoid the fee. According to my lease, rent payments must be made online so paying by check is not in compliance with the lease agreement. Additionally, i’m not always around to pay my rent by check which is one of the reasons I chose to sign a lease at this apartment because they asked for online payments without a fee. As for autopay, I cannot setup auto pay because I do not control the account from which my rent is paid. I’ve expressed this to Bozzuto and they told me those are my only options so I asked to be released from lease without penalty considering they cannot provide me with the service initially signed up for as a part of my lease agreement and they are refusing. I would like for Bozzuto to either waive this $1 for ACH payments the remainder of my lease OR allow me to terminate my lease without penalty.

  Business Response

  Date: 02/01/2024

  The matter was resolved directly with the consumer. They were allowed to terminate their lease without receiving a penalty for early termination or insufficient notice.
  
  She vacated the apartment on 5/31/23.

  Customer Answer

  Date: 02/01/2024

  [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:04/20/2023

  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.

  After living here for 2 years and being harassed to move from 3 floor to first and having no choice in it, I was harassed by my lower floor neighbors constant banging on door and floor and the lady was also writing me notes in day time to tell my kids to stop moving . My babies would crawl on the floor and they would bang their ceiling in the middle of day telling us their dog is sleeping daytime. While the lower floor neighbors was enough to handle, ********* was also harassing me with lease termination due to them being ***** people and related to someone in the building and us being people of color and we knew no one there... All that aside we moved down and now move out ! ********* ***** is charging me to replace all appliances while they are perfect and in working condition and they send me a move out cleaning service fee . I moved from top to bottom and got my apartment cleaned for 200 by a cleaning service . They still charged me after i got it cleaned so this time I decided to go with their cleaning service AND that was a mistake because instead of cleaning they are charging me for replacement of fridge , micro , washer dryer, grinder , oven and everything else. I am willing to pay for cleaning trash removal which is still more expensive then market rate , I am also willing to pay for paint. But I will not be paying for their replacement of perfectly working appliances which all work and I know they got it cleaned by a cleaning company and they are charging me for replacement of them all. Attached is the picture of their fee and this is illegal , normal wear and tear is expected after living there are so long and I am still ok paying cleaning fees but replacement is illegal and outrageous. I am writing this after trying to deal with them personally and they are rude and not willing to work with me. Also I have video proof of all working appliances with date and pictures of my apartment so I KNOW exactly what they are doing.

  Business Response

  Date: 05/09/2023

  Hello,

  We are in receipt of this claim and disagree with the residents statements in regards to the reasons for transfer as well as the condition of the appliances after move out.  Please see the attached photos of the condition of the apartment after move out.  The charges assessed to the account are correct and charged in accordance with the lease and actual cost for replacement.

  The resident did not pay $200 for cleaning to ********* as stated in their complaint.  A smooth move package is offered to all move outs, but it was never selected or paid for by this resident. Please review the attached ledger showing no $200 payments collected or charged for the Smooth Move Cleaning Package. 

  We understand the residents concern for the large amount owed, but as you can see in the attached photos the apartment and appliances were abused and required repair/replacements.  

  Customer Answer

  Date: 05/15/2023

  Complaint: ********
  
  I am rejecting this response because: As stated in my attachment fees for cleaning  and per my email conversation and my last conversation before handing out the keys , I did inform them that I am opting for the move out package and it's noted in our email conversation. Apparrment wasn't abused , it was used and all it needs is paint and cleaning. NO appliances were broken and all were left in working condition and I did opt into your cleaning service . I have video with date of the appartment before leaving and none of the appliance were broken ....

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

  Business Response

  Date: 05/22/2023

  Hello,
  

  We have no email documentation, a signed form selecting the Smooth Move option, or payment for that service.  See attached ledger again showing that no payment was ever made or charged for the Smooth Move Package.
  

  In regards to the appliances, the refrigerator and washer were not replaced due to operational issues, it was due to the inability to remove the marker/ink from them without affecting the coating on the machine.  The washer and refrigerator both had varnish damages from the marker removal and could not be returned to the provided condition.  The microwave required replacement due to the amount of debris and food inside the vents and fan inside the machine.  It was unable to be cleaned. Please see enclosed invoices for appliance replacements, you will see you were credited for the time used from actual cost.  
  

  We understand there is normal wear to apartments due to living, but these damages were beyond normal which required replacements vs. repairs. 
  

  All charges were actual expenses incurred by the property to make the apartment ready for lease.

  Customer Answer

  Date: 05/24/2023

  [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:
  Please attached my sign papers with my signature saying I opt out of the cleaning service because I specifically on 3 occasions asked and was told that yes ur opt in to the cleaning service had I known that you guys can't clean and only replace !! I would have cleaned the fridge micro and other items ... To me it only sounds like excuses for not doing the work. Any marker and that's only ink marker if on a steal or plastic can be easily taken off by acetone and I don't need to go to ******* and bring you the item for you to know since I know your not born yesterday. What it looks to me is that you guys refuse to hold ur end of the agreement and didn't clean my apartment only to charge me to replace ur appliances and the treatment I am getting is very racially motivated since I am a person of color and you guys are just taking advantage of me since day 1 . Had the apartment been cleaned like I asked and front desk lady said yes ... And even in emails .. This would have never been an issue . 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/31/2023

  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.

  'd give 0 stars if I could - Living at the property for 6 months now and there seems to be something that occurs every few weeks; constant in-unit maintenance issues, building maintenance, water shut-offs, +2 months of elevators being out of order, etc. However, these last few days take the cake. A pipe was drilled into causing severe water damage. While the property is dealing with the damage to the apartment itself, nothing is being done for the HUGE inconvenience this is causing its residents. In my unit, there are 6 massive industrial fans and an enormous dehumidifier that have to run 24 hrs a day for up to 5 days. It sounds like we're inside a generator. It's making it impossible to keep the apartment cool, our apartment spiked up to 80 degrees last night because of the hot air that's being circulated. Talking to the property management office was of no use. I asked if they planned on putting ** up in a hotel and their response was that our apartment was still "inhabitable" - it sounds like we're inside of a generator, the fridge was moved to the middle of the kitchen, there are fans everywhere, no one wants to be paying to live in that situation. I asked if they were planning on reducing our rent for the days that this is happening or at least throwing in a free month of parking but it was useless trying to talk with them. They're sticking to the narrative that because it's not their fault, they don't have to do anything to smooth the situation with the actual residents. They needed to shut the water off to do some repairs so most of the day we didn't even have water. Once it was restored, we ran the faucet only to find that the water was a putried yellow color. We ran it for several minutes before it ran clear again. My husband and I work from home so not only is this our home but it's our workspace so we can't escape it. Our experience with the property was already sub-par but this will make sure that we never sign with another Bozzuto property again.

  Business Response

  Date: 05/02/2023

  Good Morning,
  
  I wanted to note that this resident submitted this back on March 31st. I spoke to this resident around that time already as they had shared a review on ************** also. We were able to provide a better understanding on what took place and let her know that we dont compensate when these types of issues occur, but we do make it all whole again.*******, you may recall performing a site visit while I was on the phone with her following the below response.
  
  Please note my response from that time. If you need anything else, please let me know. Thank you!
  
  Hi ****,
  I left you a voicemail earlier as I was hoping to speak with you directly regarding your concerns. We want to take a moment to apologize for any inconveniences you may have experienced since moving in. We can imagine that being impactful to you and the community as these have been unexpected. We understand that your apartment was recently affected by last weeks incident caused by our contractor and for that we are very sorry. When we experience an emergency like that, it is imperative that we work to dry the area which is why you have fans and/or dehumidifiers. I understand a member of our team also recommended our club room or access to a sister a community while you work. Maintenance mentioned these items have been removed from your apartment, but we would be more than happy to extend this to you as we plan to return for further repairs. Does that work for you?
  
  When we receive any emergency, its not in our practice to compensate but instead work to make things whole again as quickly as possible. In this case, our community did respond immediately and have taken all proper steps in working towards restoring everything for our residents.Again we apologize for any inconvenience this may have caused you and appreciate your understanding as we work to resolve this. Should you have any additional questions, please do not hesitate to reach out to ** directly.
  
  *********************************
  General Manager, *********************
  ***************************************; |  ************, ** *****
  (O)************  |  *********************

  Customer Answer

  Date: 05/11/2023

  [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 ********.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  I owe a balance. I'm not disagreeing with that - I am however disagreeing with the total amount as its not in line with my lease. I have tried multiple times to talk to someone about this with very little success. I've called/ emailed regional, the property manager, their legal team, ******************* ….and tried to reach all the way to the top, so this issue can be handled. I have even left messages with the operator. No one wants to talk to me and the one interactions I was privileged to have, the leasing manager stated to me that the apartment was nice enough already and If I disagree with the amount I will be sent to collections. What he also explained, in that same conversation was he wasn't the decision maker, but wouldn't allow me to talk to someone who was so that I could have an understanding of the logic/legality being used to keep those incorrect charges listed on my account. Although communication has almost been non existent, they did acknowledging issues with my bill but continue to disregard my concerns. The company is bullying me into signing an agreement on the amount they believe I owe with out trying to resolve my issues on the total amount.In the same Conversation and only one I had with the leasing manager, he stated that vita could charge any amount they want because I moved out owing a balance and it voids the contract.I find so many problems with that mentality both legally and morally.I just want to speak to someone on this issue, who is able to explain, using logic, on why this is acceptable to over charge me AND believe someone should apologize for the lack of communication, and horrible customer service I experienced.

  Business Response

  Date: 04/03/2023

  From: *************************** <***********************************>
  Date: Mon, Apr 3, 2023 at 2:41 PM
  Subject: FW: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: ***************@mybbb.org <*******@mybbb.org>
  
  Good Afternoon,
  
  I have to respond to this complaint directly.  The property was sold on 11.22 and Bozzuto is no longer involved in the management of the property. If she was a current resident at the time all her files were turned over to the new management. I think she is a bit mistaken.
  
   Kind Regards,
  
  ***************************
  6406 Ivy Lane |  Suite 700  |  [Greenbelt, MD | 20770
  (O) ************  |    bozzuto.com
  
  NAMED A TOP WORKPLACE BY THE ********** **** SIX YEARS IN A ROW