Complaints

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

close

Find a Location

Maxus Properties has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Maxus Properties

  104 Armour Rd Kansas City, MO 64116-3503

  
• 

  Peppertree Apartments

  3100 W 22nd St Lawrence, KS 66047

  
• 

  Maxus Properties

  706 N 65th St. Kansas City, KS 66102

  
• 

  Elements of Belle Rive

  10010 Belle Rive Blvd LEASING OFFICE Jacksonville, FL 32256

• 

  Monogram on Washington

  1706 Washington Ave Saint Louis, MO 63103

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Maxus Properties regarding an unfair charge of $343.20 for carpet replacement after vacating unit ***** at **** ****** ****** ****. Maxus claims the carpet was damaged due to pet urine and odor, yet has not provided any clear or specific photographic evidence, nor have they submitted any professional odor or pet urine test results to support this serious accusation.
  
  Despite repeated requests, I was never shown any photo that identifies yellow stains, specific pet-related damage, or any official reports indicating pet odor. In fact, the official Move-Out Inspection Report, conducted by their own staff, lists the carpet as being in “good condition.” I have attached this report to my complaint. If the odor or damage had been as severe as claimed, it would have been documented by their on-site staff not just a third-party vendor that stands to profit from recommending a full replacement.
  
  Furthermore, no move-out walkthrough was scheduled, despite assurances that one would be. The inspection took place only after we had vacated the unit and returned the keys, giving us no opportunity to review or dispute the unit’s condition in person which would have avoided this situation altogether.
  
  We also paid a $400 non-refundable pet fee prior to moving in, and at no time were we informed that this fee would not apply to in-unit damage. This was contradictory to what was verbally communicated by Maxus’s own staff, leading to further confusion and frustration.
  
  This situation appears to be a pattern based on similar complaints from other tenants. I am requesting the immediate removal of this unjust charge due to the lack of credible documentation, misleading communication, and improper move-out procedure. I would appreciate the BBB’s assistance in resolving this matter.

  Business Response

  Date: 05/22/2025

  Dear *****

  Thank you for your continued correspondence regarding the carpet replacement charge for Unit ***** at Isaac Apartments.

  We understand that you dispute the charge; however, we stand by the assessment. The carpet in your unit was brand new at the time of move-in and was evaluated at move-out by a professional third-party vendor who specializes in flooring assessments. Their inspection documented extensive staining, heavy soiling in traffic areas, pet hair accumulation, and a strong odor—all of which warranted full replacement. This evaluation was not conducted by Maxus staff, but by an independent vendor trained to determine the appropriate course of action based on condition, not financial interest.

  While your Move-Out Inspection Report may have shown a $0.00 estimated balance at the time, as clearly stated at the bottom of that document:
  “A move-out inspection showing $0.00 for estimated charges does not guarantee you will not owe a balance. Please refer to your Final Account Statement for final balance.”

  In addition, a Move-Out Confirmation Letter was sent to you on February 26, 2025, confirming the scheduled inspection date of April 25, 2025, and asking that you contact the office should you wish to be present. No such request was made.

  We have provided supporting documentation, including the original carpet installation invoice and the third-party vendor's recommendation and invoice for replacement. These, along with photographic evidence in our system, support the validity of the charge. Given the facts outlined above, we are holding firm to the charge and will not be removing it.

  We appreciate your time as well as your prior residency at Isaac Apartments and wish you the best in your future endeavors.

  Sincerely,

  ******** *****
  Property Administrator
  

  
  

  Customer Answer

  Date: 06/04/2025

  
  
  Complaint: ********
  
  
  
  Dear BBB Dispute Resolution Team,
  I am writing to formally reject the latest response from Maxus Properties regarding Complaint ID #********. I continue to dispute the $343.20 charge assessed for carpet replacement at Unit ***** and offer the following response to their claims, organized by issue:

  
  1. Condition of the Carpet
  While the carpet may have been newly installed prior to my lease term, this fact has no relevance to the validity of the charge now being imposed. Maxus continues to rely solely on the opinion of a third-party vendor. This vendor is routinely used by Maxus and is financially incentivized to recommend replacements. There is a clear conflict of interest. More importantly, there is no documentation from Maxus’s own staff indicating staining or odor at the time of move-out. If the condition of the carpet was as severe as alleged, it would have been noted in the move-out inspection conducted by Maxus personnel. It was not.

  
  2. Move-Out Documentation
  The official Move-Out Inspection Report completed by Maxus staff clearly lists the carpet as being in “Good Condition.” No concerns, damage, or recommendations for replacement were noted. While Maxus references the disclaimer regarding the $0.00 balance estimate, this disclaimer does not override the signed evaluation from their own trained staff. A vendor’s later evaluation does not supersede Maxus’s own formal inspection process, and it is inappropriate to retroactively justify charges that contradict their internal documentation.

  
  3. Photographic Evidence
  To date, Maxus has failed to produce a single time-stamped photograph that confirms staining consistent with pet damage or evidence of strong odor. The images I have seen reflect only normal wear and tear expected in high-traffic areas. No biological testing, no professional odor report, and no clear documentation of damage specific to my tenancy has been provided. Without this, any odor claim remains speculative and cannot be treated as factual. If the condition had been as severe as claimed, it should have been noted by staff and supported with credible third-party evidence, not subjective opinion.
  

  4. Pet Fee and Lease Language
  Maxus now asserts that the $400 non-refundable pet fee and the $25 monthly pet rent are not applicable to in-unit pet-related damage. However, neither the lease agreement nor the Maxus Animal Addendum support this claim. Section 13 of the Maxus Animal Addendum explicitly acknowledges the collection of a non-refundable $400 pet fee, and Section 14 states that the resident shall pay $25 monthly as pet rent. At no point do these provisions clarify the allocation or restriction of these funds, nor do they exclude the possibility of applying such fees toward pet-related maintenance, cleaning, or repairs within the unit.
  Maxus cannot now retroactively impose a narrow interpretation that was neither disclosed in the written lease nor communicated at move-in. Ambiguities in a lease must be interpreted against the drafter. Moreover, I was verbally informed at the time of leasing that the non-refundable pet fee and monthly pet rent served as coverage for potential pet-related issues, including reasonable wear. This recent attempt to redefine the scope of these charges to justify a post-tenancy billing appears disingenuous and unsupported by the contractual documentation.
  

  5. Move-Out Inspection Process
  The pre-move-out inspection form I received listed the date as “TBD,” and I was never contacted to schedule this inspection. I have attached an email in which your team stated I would be contacted within two weeks to arrange this walkthrough. No such communication occurred. Furthermore, when I returned my keys in person, I was not asked by any Maxus employee if I wished to attend or schedule the move-out inspection. If participation was expected or offered, that would have been the appropriate time to address it. I was denied the opportunity to be present for the assessment.
  

  Conclusion
  The charge in question is not supported by credible documentation or a transparent process. Maxus’s own internal inspection report contradicts the post-factum claims made by a third-party vendor with financial motivation. No objective evidence has been provided to demonstrate pet-related staining or odor beyond normal use. Furthermore, misleading lease interpretations and procedural failures regarding the move-out inspection have compounded the lack of due process.

  Given these factors, I respectfully request that the BBB mark this case as unresolved and note that Maxus Properties has not provided sufficient grounds to justify this charge.
  Sincerely,

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

  Business Response

  Date: 06/12/2025

  Dear Better Business Bureau,

  Thank you for sharing *** ********** continued response regarding Complaint ID #*********

  We understand and respect that she continues to dispute the carpet replacement charge assessed at move-out from Unit *****. However, Maxus Properties maintains its position based on the following:

  The carpet in the unit was newly installed prior to *** ********** move-in.

  Upon move-out, an independent third-party flooring specialist assessed the carpet and documented visible staining, heavy soiling, and strong odor—all of which supported the recommendation for full replacement.

  The vendor involved is not compensated based on the outcome of their evaluation and does not facilitate carpet replacements, ensuring an objective recommendation.

  Final charges were determined in accordance with our standard policies and procedures and are supported by internal documentation and vendor feedback.
  We recognize there may be differing interpretations of lease language or process expectations, but we believe our actions were appropriate, transparent, and in line with industry norms.

  At this point, we have responded thoroughly to each of *** ********** concerns and provided clear reasoning behind our decision. While we regret that we were unable to come to a mutual resolution, we will not be offering any adjustments to this charge.

  We appreciate *** ********** prior residency and wish her all the best moving forward.

  Sincerely,
  ******** *****
  Property Administrator
  Maxus Properties

  Customer Answer

  Date: 06/22/2025

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

  
  
  Thank you for forwarding Maxus Properties’ latest response regarding Complaint ID **********

  Maxus has not provided any new evidence in support of the charge. They continue to rely on a post-move-out assessment conducted by a third-party vendor rather than the documented evaluation from their own trained staff. The Move-Out Inspection Report, completed by Maxus’s on-site employee, clearly marked the carpet as being in “Good Condition.” That staff member was presumably trained to identify damage, staining, or odor issues. Their report includes no such observations. This internal documentation should carry greater evidentiary weight than a subjective opinion from an outside vendor.

  Maxus insists the vendor is “independent,” but this does not remove the clear conflict of interest. The vendor provides services directly to Maxus and was invited in to recommend an outcome. No biological testing, no odor analysis, and no stain verification were performed. There is no objective evidence, only broad descriptions. That is insufficient to justify a tenant charge.

  Furthermore, Maxus continues to cite that the carpet was newly installed prior to my move-in. This point is irrelevant. The condition of the carpet at move-in has no bearing on whether it was in acceptable condition at move-out so we can disregard that as a valid reason.

  Given the lack of credible testing, conflicting internal documentation, and failure to properly follow the inspection process, I continue to dispute this charge. Maxus has not demonstrated sufficient cause to override its own official move-out report, nor have they substantiated their claims with measurable proof.

  I respectfully request that the BBB mark this complaint as unresolved due to lack of sufficient documentation from the business to support their charge.
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:04/24/2025

  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.

  Maxus Properties is managing an apartment complex called Reserve at Tranquility Lake in Pearland Texas.
  
  On 03/29/2025 we moved out and had the apartment professionally cleaned. We walked the unit with management staff at the property and the only thing they said we would have to pay for was a broken blind which we were ok with. We walked the unit with management staff member ****** *****.
  
  however, on April 11 ****** ********** at Maxus Properties mailed a notice that we owed $130 dollars for carpet odor charges.
  
  We explained to ****** that ****** ***** and ourselves did not notice any odor during the move out walk and that we were disputing the charge. Our lease states that we can not be charged for cleaning unless the damage is beyond normal wear and tear use.
  
  ****** said she stood by her charges but did not provide any photos or any proof that there was damage beyond normal wear and tear to the carpet. This is in voilation of our lease agreement.
  
  ****** did send an "invoice" for carpet cleaning due to black and brown stains (which there was not any stains), treatment for Odor and pets (we did not have pets and there was no odor other than typical 5 year old carpet which ****** admitted was the age of the carpet) and repairing Z bar.
  
  There was not proof provided that any of this damage actually exist.
  
  ****** also failed to provide prior move out carpet treatment invoices to us so that we could see if they treated the 5 year old carpet for odor and cleaning with the previous resident.
  
  I believe Maxus Properties and Reserve at Tranquility Lake staff are fraudulently using these charges at move out, in violation of our lease, to boost revenue and people are paying because Maxus Properties is threating to turn us into a credit Bureau and ruin our hard earned credit score which will affect our quality of life.
  
  someone needs to help us stop them from doing this to more people.
  
  if you read the emails I include, ****** admits Carpet did not have stains.

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond.

  
  The former resident vacated the unit at The Reserve at Tranquility Lake on March 29, 2025. A preliminary walk-through was conducted onsite, and the resident was informed that a charge for a broken blind would apply. However, as outlined in both the lease agreement and Texas Property Code, additional charges may be assessed after move-out if conditions are found that exceed normal wear and tear — including odors, stains, or structural damage not immediately visible during the initial walk.
  Following move-out, a licensed third-party flooring contractor — with decades of industry experience — inspected the unit and documented the presence of strong cigarette odors in the carpet, along with the need for odor treatment, cleaning, and repair of a damaged Z-bar. While the co-signer points out that our team did not observe visible staining, odor issues were clearly noted by the vendor and included in the itemized invoice, which was provided to the resident upon request.

  
  Additionally, the move-in inventory completed by the resident noted no issues with the carpet’s condition at the start of the lease, further supporting that the deterioration occurred during the residency.

  
  Under Texas law, residents are financially responsible for damage or conditions beyond normal wear and tear — including odors that render a unit unready for future occupancy without professional treatment. These expectations are clearly stated in the lease and were explained by both our onsite manager and our collections department.

  
  We understand the co-signer's frustration and have made every effort to provide transparency, including supplying the vendor’s bid and documentation. The charges assessed are legitimate, not arbitrary, and necessary to restore the unit for the next resident.

  
  We remain available to discuss this further and provide any additional documentation upon request.

  Customer Answer

  Date: 05/02/2025

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

  the Company provided a copy of an invoice that said the carpet had brown and black stains that needed cleaning, and also had a damaged z bar that needed to be replaced. The company also said she reviewed photos of the carpet. Please share those photos to verify that the carpet was damaged beyond normal wear and tear.

   

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

  Business Response

  Date: 05/02/2025

  Please find attached the move out inspection for unit ******* We have also attached the invoice from * ****** ******** that includes a line item for the unit carpet cleaning.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Photos provided in the move out inspection report shown a clean and tidy carpet. No stains. No damaged Tbar.  This company has provided zero proof that the resident left the carpet in a condition beyond "normal wear and tear". If they choose to have the carpet cleaned by one of their subcontractors that is their decision, it is industry standard to have a 4 year old carpet professionally cleaned after normal wear and tear of a 12 month lease. 

  Our lease clearly states the carpet must be damaged beyond "normal wear and tear" of 4 year old carpet. They provided photos showing carpet in great condition. 

  They need to follow the lease and refund our money at this point. 

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

• Initial Complaint

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at Maxus Metropolitan LLC, managed by Maxus Properties, and I’m filing this complaint due to deceptive billing practices and unauthorized rent increases that ultimately forced me to move out.
  
  My lease, signed on February 23, 2024, clearly stated a fixed rent of $1,442.00. However, shortly after moving in, I began receiving rent bills that fluctuated every month due to variable water and sewage charges. None of which were outlined or explained in the lease.
  
  These charges were added without any prior written notice, itemized billing, or transparency. I repeatedly asked for a breakdown or explanation and received no proper documentation. It became impossible to budget or feel secure in my living situation. As a result, I had no choice but to terminate my lease and move out due to the financial inconsistency and lack of trust in this management.
  
  After moving out, I discovered numerous similar complaints from other tenants across Maxus properties. It appears this company has a pattern of preying on young renters by using unclear lease terms and adding hidden charges after they move in.

  Business Response

  Date: 04/22/2025

  Hi *******

  Thank you for allowing us to clarify this. I’ve attached a document for easy reference which includes the Executed Lease Agreement, the Utility Addendum (explains that water/sewer are billed monthly through the RUBS formula tied to occupancy), and the Pre-move-in Quote (notes that additional monthly charges such as utilities may apply).

  None of these materials describes our apartments as “all-inclusive,” nor do they promise fixed utility costs.

  Your monthly statements showed a single balance that combined:
  Base rent ($1,442),
  Variable water/sewer calculated by RUBS, and
  Flat fees for trash and pest control.
  
  In your request to the BBB, you’ve asked for an unspecified refund. After a thorough review of your account, we confirm that all charges, including the early termination fee and the concession charge-back, will remain in effect. 
  We understand this may not be the outcome you hoped for, but the balance remains valid and due. If you’d like to discuss a payment plan, let us know—we’re happy to help. Otherwise, we’ll look forward to settling the account in full.

  Thank you for your time. We wish you the best in your new home.

  Regards,
  ******** *****
  Operations Manager
  

  
  

• Initial Complaint

  Date:02/12/2025

  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’m reaching out again regarding the $375 refund. Initially, I was told by ******** and her staff that I couldn’t receive the full amount and would only be refunded $250. Although I agreed, I was assured that the $250 would be sent to me in the mail.
  
  When I spoke to ****** in November, she mentioned that the check had been sent to my previous LA address. Since I’ve moved to Kansas City, I requested the check be sent to my new address, and ****** said she would forward this request to corporate, she explained since they’d have to cancel the current check she gave an estimated timeline of three weeks.
  
  I confirmed with my former landlord that the check never arrived, and I reached out to your office again in January. However, ****** informed me that she didn’t recall the prior conversation, and she claimed I never paid you all and that the payment was never processed, which is not accurate so I suggested a three way with ** ****** ***** to confirm the payment but she quickly said no and that she’ll get back to me but it’s been months since then and I never received a text call email or more importantly a check. When I first learned the original echeck didn’t go through, I was told by ******* over the phone to bring a cashiers check in the amount of 375$ to complete the application I provided a $375 cashier’s check to your office before close that same day.
  
  At this point, I’d like to resolve this matter as it has been several months. Could you please provide an update or confirm when I can expect to receive my refund? If necessary, I’m happy to schedule a call to clarify any details.

  Business Response

  Date: 02/13/2025

  Dear ********

  Thank you for reaching out and bringing this matter to our attention. I apologize for the confusion and delay regarding your refund.

  We will re-cut and reissue the check for the $250 and make sure that it reaches you without any further inconvenience. To continue, please let us know if you prefer to have the check mailed to a specific address or if picking it up at our office in North Kansas City is more convenient for you.

  If you choose to have the check mailed, kindly provide your forwarding address privately to [email protected]. Alternatively, if you prefer to pick it up, please let us know, and we will arrange for it to be ready at our office.

  Thank you for your patience and understanding as we resolve this issue. We aim to ensure that it is handled promptly and to your satisfaction.

  Best regards,
  ******** *****
  

  
  

• Initial Complaint

  Date:01/01/2025

  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.

  They are trying to charge me an extra 225 $ along with keeping my 200$ deposit
  40$ for missing wrist bands (which are valued at .01 to .25 cents a piece) which we never received
  90$ for 2 damaged blinds
  130$ for steam cleaning the carpets
  165.56 $ fir sewer and water billed for dates 8/25/to 11/22/24
  I have tried disputing with proof and holes in their logic but they brush it aside and maintain I must pay them.
  I have video evidence that we cleaned the apartment throughly and have video evidence to support our claims to dispute the steam cleaning charge.
  
  We moved out on 11/22/24 and thus were paying rent and utilities until the month of November like normal so I do not understand why I was charged again for these? When I asked all they replied with was these charges are outstanding not explaining anything.
  
  I just bought a home after recently witnessing my mom lose her long fought battle with lung cancer. I simply want to be left alone and to mourn. I do not want to pay them anything extra especially since they won't even take the time to prove why they are charging me. I just have to take their word that I owe them money
  
  
  In the screenshots I provide she changes her reasoning for the steam cleaning. I'll also provide I link to the video my gf took after we cleaned it.
  
  ********************************************************** 

  Business Response

  Date: 01/03/2025

  Dear ****** ****

  Thank you for reaching out regarding the charges applied to your account upon move-out. After a thorough review of your account and the lease agreements, we are maintaining the charges as they are essential to cover the associated costs and damages identified.

  
  Wristbands: As stipulated in the pool pass addendum you signed, a charge of $10 per unreturned wristband is applied. This fee covers the replacements necessary to maintain security and functionality for our amenities.

  
  Damaged Blinds: We have attached photos showing the condition of the blinds in your unit at move-out. Per your lease agreement, residents are responsible for repairs needed due to damages that occur during their residency. The charge for these damages is consistent with our commitment to maintaining our property standards.

  
  Water and Sewage Billing: Your final bill includes charges for water and sewage used up until your move-out date on November 22, 2024. These services are billed in arrears, meaning the charges reflect usage from previous periods. The detailed billing from July 26 to August 25, 2024, was noted on your November 1, 2024, statement. Upon move-out, the remaining water and sewage charges from August 26th to November 22nd were added to your account for payment.

  
  Carpet Cleaning: The attached estimate outlines the required cleaning procedures and the associated costs, including charges for pet stains, odors, and other significant markings found during the final inspection. These charges are necessary to ensure the apartment is fully restored and ready for the next resident.

  
  While we empathize with your situation, it is important that we adhere to the agreements made at the beginning of the lease. This ensures fairness and maintains the quality of our properties for all residents. I have attached all relevant documentation. If you would like to discuss this matter further, please contact us at *************************. However, please be advised that the charges stand as they are essential to address the costs incurred.

  
  Regards,
  ******** *****
  Administrative Operations Manager
  Maxus Properties
  

  
  

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we have never received the poolbands and the only documentation you have shows we should have received 2 not 4. Your lease policy states that you can only charge me for a carpet cleaning if the damage is beyond normal wear and tear which it is therefore I will not be sending you any payment for any of these charges. You've already kept the deposit you will get nothing else. I bet if a lawyer looked over these legally questionable tactics you would change your tune. Your wristbands do not maintain security like you claim because you can buy copies of these wristbands for roughly a quarter a piece plus shipping and handling off any site on the internet so your claim of maintaining security is at worst a lie and at best delusional. The only thing I'm willing to pay for will be the blinds and Nothing else
  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 01/10/2025

  Dear *** ****

  Thank you for your continued correspondence. We understand your concerns and appreciate your willingness to discuss the specifics of the charges applied. We aim to ensure clarity and fairness in all our policies and charges.

  Pool Wristbands: As noted in the pool pass addendum which you signed, it specifies the receipt of 2 resident bands and 2 guest bands. By signing this document, residents acknowledge receipt of these items. If there was an error or discrepancy in the delivery of these wristbands, we would have been happy to resolve it at that time. The charge for unreturned bands is a standard procedure to manage access to our pool facilities.

  Carpet Cleaning: The charges for carpet cleaning are based on the condition of the carpet as assessed during the final inspection, which noted pet stains, odors, and other markings beyond normal wear and tear. These are outlined in the attached estimate previously provided to you. This process is crucial not only to maintain the standard of our units but also to ensure the comfort and health of future residents.

  Our position remains unchanged. Thank you for your attention to this matter.

  Sincerely,
  ******** *****
  Administrative Operations Manager
  Maxus Properties

  
  

  Customer Answer

  Date: 01/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Your claim would be believable if you submitted proof of this dirty stained carpet. We had cats not dogs and we never made a big deal out of never getting pool bands because we never invited guests over. You will not get anything from me for I have no money to spare. Stop trying to justify this legal grey area you're exploiting. Now leave me alone
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a 400 deposit fee, which Is refundable according to them. 350 is for the online reservation fee, where 50 application fee. I made that payment as a whole September 23rd 2024. I was not approved but I have been waiting on a refund of 350 for a while. I spoke to them recently about 3 weeks ago and they said because of 50 payment didn't go through, they are holding onto the 350.

  Business Response

  Date: 11/13/2024

  Dear *** **********,

  Thank you for bringing your concerns to our attention. We understand the importance of quickly addressing your refund request.

  After reviewing our records, we could not locate an application or reservation fee under your name. To assist us in investigating this matter further, could you please provide the following details:

  Property Name: The specific property you applied to.

  Payment Details: Any transaction receipts or confirmation numbers related to the $400 payment.

  This information will help us locate your records and address your refund request accordingly.

  Sincerely,

  ******** *****
  Maxus Properties
  

  
  

  Customer Answer

  Date: 11/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did do  application and paid $400 deposit fee that is owed to me if i was denied which in fact i was denied 
  
  
  
  Sincerely,
  
  
  *** **********

  Business Response

  Date: 11/15/2024

  Dear *** **********,

  We were able to locate your account after some further researching. After discussions with the property manager, she confirmed that she had spoken with you regarding your payment over the phone. Below I have listed information to help clarify.

  Payment Details:
  Initial Payment: Our records confirm that a payment of $400 was made on September 23, 2024.

  Payment Reversal: On September 27, 2024, our bank notified us of a reversal due to a "Customer Advises Not Authorized" message, resulting in the funds being returned to your account.

  Outstanding Balance:

  Application Fee: A non-refundable application fee of $50 is required, irrespective of the application's outcome.

  Non-Sufficient Funds (NSF) Fee: The payment reversal has incurred a $50 NSF fee.

  Total Amount Due: $100

  We understand that financial matters can be complex and are committed to assisting you in resolving this issue. Please contact our billing department at *********@maxusprop.com to be directed to the proper person to assist you with this.

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

  
  

• Initial Complaint

  Date:05/20/2024

  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.

  I leased an apartment in Commerce Tower with a stated term of 12 months and have documented timely payments for each of the 12 months. The premises were filthy (toilet not flushed; filters clogged; appliances, floors, and bathroom [mold] dirty; walls not repainted as ***mised). Informed the ***perty Manager of the unsanitary condition, who acknowledged the premises were not cleaned or painted and not ready for occupancy and ***mised to make it habitable. Additional requests unheeded. Upon expiration of the lease term, Stacey Burlington of Maxus ***perties acknowledged “holes” in the walls at lease inception and that the apartment was “not ready at move in.” Nevertheless, Maxus is attempting to collect $1,365 for cleaning and painting, even though the defects existed prior to my occupancy.
  
  Premises were surrendered at lease expiration in strict compliance with the Lease and Maxus acknowledged. Lease states it “does not automatically renew.” Although not required, notice of non-renewal was hand delivered to ***perty Manager. No holdover, no month-to-month lease, and no notice required; nonetheless, Commerce Tower is attempting to collect rental amounts of $2,243.27 for periods subsequent to the lease expiration and after I left the apartment.
  
  Commerce Tower illicitly attempted to ex***priate the undeserved amount $3,608 by sending the unfounded claim to a collection agency and wrongly reporting the spurious assertions to the credit bureaus. Again, notwithstanding the failure of Commerce Tower to comply with the Lease terms, all payments were timely and fully paid in strict accordance with Section 6 of the Lease, all obligations were fully satisfied by the tenant, and no amounts are owed. This was clearly reiterated to Commerce Tower, but it continues to ignore the documented facts or ***vide any support for its baseless claims.
  
  Please investigate this matter. Thanks for your anticipated attention.

  Business Response

  Date: 05/20/2024

  Dear *** ******, 
  
  Maxus ***perties LLC has received your correspondence regarding your balance due at Commerce Tower Apartments. As always, we investigate any claims a former resident may have and appreciate you contacting us regarding your experience. 
  
  We acknowledge the issues you had upon move-in and attempted to remedy the situation by applying a concession to your account for the three days the on-site team took to make the apartment ready for your occupancy upon your move-in. We see a work order submitted in our system regarding the housekeeping and cleaning needed on 8/6/2022 but do not have a record of any further requests for cleaning or painting during your stay at Commerce Tower. After reviewing the information you ***vided and speaking with the ***perty's regional manager, we removed the cleaning and damage charges from your account ($335).  
  
  We appreciate your ***viding a copy of the letter you hand-delivered on 8/16/2022 reflecting your intent to move out at the end of your lease on 8/7/2023. As a result, the insufficient notice fee will be removed from your account. This will leave you with a zero balance due to Commerce Tower Apartments. Maxus ***perties LLC will instruct *** Collect to cease all collection activities related to your account. Finally, Maxus ***perties LLC will take the necessary steps to notify the relevant credit agencies. Please be aware that this update may take up to 60 days to reflect fully in the credit bureau’s records. 
  
  We trust this resolution is satisfactory and addresses the issues at hand. 
  
  
  Respectfully, 
  
  
  Maxus ***perties  
  
  
  CC Resident File
  

• Initial Complaint

  Date:05/06/2024

  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.

  Leased an apartment in Commerce Tower with a stated term of 12 months. The premises were filthy (toilet not flushed; appliances [melted plastic on cooktop], shower, floors and bathroom [mold] dirty and dusty; walls not repainted as promised). Informed the Property Manager, who acknowledged the premises were not cleaned or painted and not ready for occupancy and promised to make it habitable. The deficiencies were never remedied. Upon expiration of the lease term, ****** *********** ***** Properties acknowledged “holes” in the walls at lease inception and that the apartment was “not ready at move in.” Nevertheless, Commerce Tower is attempting to collect $1,365 for cleaning and painting.
  
  The premises were surrendered by the lease expiration date in compliance with Section 45 of the Lease. Keys and notice of vacation were delivered and landlord acknowledged. Section 49 of the Lease provides “You have surrendered the apartment when: (1) the move-out date has passed and no one is living in the apartment" or "(2) all apartment keys and access devices ... turned in.” Not disputed the apartment was vacant and keys returned. Section 3 of the Lease states the Lease "does not automatically renew.” Notice of non-renewal was delivered. No holdover, no month-to-month lease, and the premises vacated prior to automatic expiration and all amounts were paid. Nonetheless, Commerce Tower is attempting to collect rental amounts of $2,243.27 for periods after lease expiration.
  
  Commerce Tower sent a claim to a collection agency and wrongly reporting the assertions to credit bureaus. Again, notwithstanding the failure of Commerce Tower to comply with the Lease terms, all payments were timely and fully paid in strict accordance with Section 6 of the Lease, all obligations were fully satisfied by tenant, and no amounts are owed. This was clearly reiterated to Commerce Tower, but it continues to ignore the documented facts or provide any support for its baseless claims.

  Business Response

  Date: 05/20/2024

  Dear *** ******, 
  
  Maxus Properties LLC has received your correspondence regarding your balance due at Commerce Tower Apartments. As always, we investigate any claims a former resident may have and appreciate you contacting us regarding your experience. 
  
  We acknowledge the issues you had upon move-in and attempted to remedy the situation by applying a concession to your account for the three days the on-site team took to make the apartment ready for your occupancy upon your move-in. We see a work order submitted in our system regarding the housekeeping and cleaning needed on 8/6/2022 but do not have a record of any further requests for cleaning or painting during your stay at Commerce Tower. After reviewing the information you provided and speaking with the property's regional manager, we removed the cleaning and damage charges from your account ($335).  
  
  We appreciate your providing a copy of the letter you hand-delivered on 8/16/2022 reflecting your intent to move out at the end of your lease on 8/7/2023. As a result, the insufficient notice fee will be removed from your account. This will leave you with a zero balance due to Commerce Tower Apartments. Maxus Properties LLC will instruct *** Collect to cease all collection activities related to your account. Finally, Maxus Properties LLC will take the necessary steps to notify the relevant credit agencies. Please be aware that this update may take up to 60 days to reflect fully in the credit bureau’s records. 
  
  We trust this resolution is satisfactory and addresses the issues at hand. 
  
  
  Respectfully, 
  
  
  Maxus Properties  
  
  

• Initial Complaint

  Date:11/07/2023

  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 not liable for this debt with ********** ** ****** ********** I do not have a contract with *********** ***. They did not provide me with the original contract as requested. Maxus Properties sold ********** ** ****** ********* to ****** Properties for $23.6M and still sent me to collections for an apartment rented out under false pretenses.

  Business Response

  Date: 11/08/2023

  *** *****
  We are in receipt of your correspondence regarding your balance due to the ********** ** ****** *********s. As always, we investigate any claims a former resident may have.
  According to our records, you applied and signed a lease at the community with another person. We are unsure of the claim that your rental was made under false pretenses. Please contact *********************** to provide us with more information about this situation.
  As for the collections, Maxus Properties is the owner of the legal entity and has the right to collect. Maxus contracts out to Pro Collect to work through the collection process. There is no contract. What contract are you referring to? 
  Thank you,
  ******** *****
  Property Administrator 
  
  

  Customer Answer

  Date: 11/18/2023

  I am rejecting this response because:
  when Maxus Properties owned ********** ** ****** they allowed unsafe units to be rented out. They false advertised the apartment as luxury and had 1 up to par show unit for each layout. They did not allow tenants to view the physical unit they would be renting and the main reason being it was not move-in ready as advertised. This took advantage of desperate people's money and traps them. The addendum that was given and very few of the rules were set and in place. Deeper research on the property other tenant have had similar issues as well as the property has been sold to ****** properties for 26.3M in 2022. It is almost the end of 2023 and this company continues to report a collection for an apartment that they no longer own and have accepted the offer to sell the property. The original property managers who leased the apartment are longer staffed at Wellington apartments and as well the owners of the property have changed. I have evidence to support my claim.
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/30/2023

  *** ***** 

  
  We spoke with the former assistant manager of the property, who confirmed that you were present on the day of move-in. Before move-in, an inspection is completed, documenting the apartments’ condition. I have attached the one for your home completed on 4/5/2022, where everything has been marked as “good.” Our records show no reports of you or anyone else bringing any issues or “unsafe” conditions in your home to our attention. The balance owed consists of unpaid rent from June 2022 - October 2022, as we did not receive any rent payment from you for over 5 months. As a result, we have every legal right to collect. 

  
  Thank you,

  
  ******** *****
  Property Administrator 
  

  
  

• Initial Complaint

  Date:09/06/2023

  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 report that information was incorrectly supplied to credit bureaus as a result of Maxus Properties submitting a claim to the collections agency, *********** ***. On 4/21/23 I received a bill from Maxus Properties on behalf of my former landlord, ******** ******* ***** **********. The bill included charges for alleged damage to the property and for utilities. I disputed the amount for the alleged damages and agreed to pay the utilities and requested a bill be sent to me. I never received a bill for utilities and Stacy Burlington at Maxus Properties continued to insist that damages occurred despite having no evidence. Furthermore, ******** ******* ***** did not follow the conditions outlined in my lease agreement and state law to do the following:1) Provide Notice of Date/Time of Move-Out Inspection: Landlords must give tenants reasonable notice in writing of the date and time the landlord has chosen for the move-out inspection. The inspection must be at a reasonable time and the tenant has the right to be present (§§ 535.300(4)). 2) Provide Required Written Description/Itemized List of Damages and Charges (§§ 535.300(2)(2)). These items are outlined under items 46/47 of the lease. I did not hear back from Maxus Properties to my dispute emails and assumed that this was resolved and no further action was needed. I then received a letter from *********** *** on 5/21/23 informing me they were a collections agency hired to collect for these claims. The amount in the original letter was incorrect and these claims were not accurate. I continued to ask for proof of this claim and the only proof they provided was a letter stating that ******** ******* ***** stated this is a valid claim, which it was not. I have paid over $700 to ********** and my credit score was significantly damaged a result of this. I would like for this to be rectified with a refund, for this collection to be removed from my credit report and a formal apology from my formal landlord.

  Business Response

  Date: 09/15/2023

  *** *******

  Thank you for contacting us regarding your experience at move-out at ******** ******* ****** As always, we investigate all claims that are brought to our attention.
  

  To address your concerns, there would not be a separate bill for the utilities, as they are billed as part of your monthly rent statement. The final account statement you received from Stacey Burlington was our itemized list of damages and charges. This was mailed to the forwarding address we had on file. 
  

  Move-out inspections are typically completed when each resident hands in keys unless otherwise scheduled by the resident.  After speaking with the manager, we were informed that your keys were left in the apartment. At any point did you request to attend the move-out inspection?  
  

  The replacement charges for your carpet were based on the remaining lifespan and the evaluation we received from our carpet company. We have attached that for your reference. The previous resident who lived in your home did not have pets, so this charge was applied to your account. 
  

  After a thorough review of your account, we have determined that the collection and payment made to ********** were in accordance with the terms and conditions outlined in your lease agreement. Additionally, the impact on your credit score is a result of the legitimate collection process.
  

  While we understand your request for a refund and the removal of the collection from your credit report, we must adhere to the legal and contractual obligations governing this matter. As such, we are unable to provide a refund or request the removal of the collection from your credit report.
  

  If you have any further questions or concerns, please do not hesitate to reach out to [email protected]
  

  Thank you,
  ******** *****
  Property Administrator