Complaints

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

• Initial Complaint

  Date:04/26/2025

  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.

  Hello, we rent with Middlesex management for 4 years. In our lease agreement it includes ********** unit. One of the main reasons we wanted to rent here. Since last summer our Ac unit has been broken and not working. We have put in multiple tickets online for repairs and the maintenance have come to my apartment to take a look at the ac and have told me multiple times its broken and not working. This past September I was told by maintenance cold weather is approaching so they could not do anything about it and I would need to wait until spring. Our rent is ***** a month very unfair! We waited until spring its April 25th today 80 degrees outside and 87 degrees in my apartment today. I have a 8 year old who has asthma and allergies who is having a hard time breathing at night with no central AC. Maintenance came to my apartment on Tuesday and was told he needed to tell ***** the manager my ac is broken. I have not heard anything since! Please replace our AC. , ********** and ******* *******

  Business Response

  Date: 05/08/2025

  ********** ******** - 

  We apologize for the inconvenience and understand your frustration. Diagnosing an issue like this can take time, which is why our team has been working closely with you to ensure its resolved as thoroughly and efficiently as possible. Were glad to confirm that the ** unit was replaced and installed this week.

   

  Best Regards,
  
  Middlesex Management
  
  
  
  

• Initial Complaint

  Date:12/30/2024

  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 recently moved into an apartment managed by Middlesex Management at *********************, and within just two days, I noticed that the windows are not adequately soundproofed to block out noise from the road. Since both the living room and bedrooms face the street, I constantly hear loud engines, music from cars, and especially noise from motorcycles and trucks, both day and night. This has been incredibly frustrating and makes the apartment uncomfortable to live in due to the persistent noise. I measured the noise levels, which can reach as high as 5060 dB even with the windows closed. Additionally, I have been diagnosed with anxiety, and this environment is significantly worsening my mental health condition.When I toured the property for ************ on December 15, the leasing office only showed me units 2916 and 2909. However, upon returning to the office, I was informed that I could only apply for a unit in building 21, which I had not been allowed to view during the tour. As a result, I was unable to properly evaluate the unit I would be living in and only discovered its actual location upon moving in.I have asked the management if it is possible to switch to another unit, but they said it is not an option since I have already received the keys. Staying in this apartment has severely impacted my mental health, and I feel constantly anxious while living here.

  Business Response

  Date: 01/16/2025

  *** **** - 

  We apologize for the misunderstanding. We were informed that the unit you toured corresponds to the one you applied for, as it is located in the adjacent building. As such, we are unsure where the miscommunication may have happened. Unfortunately, we are unable to accommodate your request.
  
  Best Regards,
  Middlesex Management

  Business Response

  Date: 01/16/2025

  *** **** - 

  We apologize for the misunderstanding. We were informed that the unit you toured corresponds to the one you applied for, as it is located in the adjacent building. As such, we are unsure where the miscommunication may have happened. Unfortunately, we are unable to accommodate your request.
  
  Best Regards,
  Middlesex Management

• Initial Complaint

  Date:12/30/2024

  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.

  On 12/28 i sent an email to customer service because that is the only way we can vent complain or talk to. As tenants, we are unable to speak to a direct manager for any issues or concerns, we are always routed to a call center where they can only “note your complaint” I wrote an email to formally request an early termination of my lease at *********- for Feb 1st due to unforeseen circumstances. Unfortunately, I have been dealing with a persistent mice infestation in the unit, which has not been resolved despite my efforts to address it. There are months and months of visitation from exterminators to no avail, the rats are literally living inside my stove and in our bedrooms, I have showed exterminators pictures of the mice chewing the bottom of my bedroom door. All i have gotten is “traps” the rats have now been eating our groceries and walking all over my stove. I have two small children in my house that cannot even sleep on their bottom bunk because we caught a rat on top of it. We are also having issues with the walls showing tears as well, it looks as if the walls are going to collapse. This is a “new” complex built in 2022. I am the first tenent here and I am very cautious with the apt and very clean, maintenance can vouch for that. These are ongoing issues that have created an uncomfortable living environment, and despite previous communications, it remains a significant concern. As a result, I am no longer able to maintain my current living situation and would like to request the possibility of terminating the lease early, without penalty, due to these extenuating circumstances. I get the terms of the lease, and I am willing to cooperate in facilitating a smooth transition. I req. to discuss options for returning the keys and any other necessary steps with a manager,but of course I got no reply and when i called today, another “rep” told me that I have to pay my termination fee of $400 and pay rent until October, but there is no way i can do that.

  Business Response

  Date: 02/10/2025

  ***** ********* -

  We apologize for the delayed response and regret that the solutions provided did not meet your satisfaction.Although you decided to stay in your unit, we have reversed the early termination fee and will continue pest treatment if the issue persists.

  Best Regards,
  Middlesex Management

• Initial Complaint

  Date:12/22/2024

  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.

  We’ve been experiencing persistent noise issues in our apartment at RVR at Exchange, managed by Middlesex Management. Despite multiple complaints and attempts to resolve the issue, the management has not provided a satisfactory solution. This ongoing problem has significantly impacted our health and living conditions. And 4 out of 5 times when we visited the management office, there was no one there, or not open door when knocked. Detailed Description of the Problem 1. Move-In and Initial Noise Complaints: •Move In Date: End of Jun 2024. •Initial Notice: We noticed noise issues on the 2nd day after moving in and reported the issue to the management during the 2nd week of our tenancy. 2. Attempts to Resolve the Issue: •Over the past six months, we have had several communications and attempts to fix the issue. Despite these efforts, the noise problem persists and continues to affect our health. •Management’s Response: The management team has repeatedly deferred responsibility to the window contractors. Each time we report the issue, they claim to be waiting for the contractor’s input to determine the next steps. This cycle has been ongoing, with no effective resolution provided. 3. Health Impact: •Health Issues: The constant noise has caused headaches, insomnia and rapid heartbeats, making the unit uninhabitable and affecting our well-being. 4. Requests for Alternative Solutions: •Request for Alternative Apartment: In Oct 2024, due to the ongoing issues and lack of resolution, we started requesting a move to an alternative apartment. The management insisted on waiting for the window contractor’s assessment and continued the same ineffective process •Recent Development: As of Dec 16, 2024, the management informed us that the noise issue is an environmental problem and refused to cover the moving costs. They also requested us to sign a new full lease if we wanted to move to a new apartment, even the noise problem being present from the first week of our tenancy

  Business Response

  Date: 01/10/2025

  ****** ***,

  Please accept our sincere apologies for the disruption. Despite taking several preventative measures, including adding extra insulation to the mechanical rooms, sealing potential air gaps with caulking and silicone, and installing door sweeps and insulation on the mechanical room doors, the noise in your unit persisted. We then examined neighboring units (both above and below your apartment, up to the 18th floor) and found the same noise in those units as well. Based on this, we concluded that the noise is likely caused by environmental factors, which is common in high-rise buildings near bodies of water, where increased wind pressure can result in high-pitched wind noises.
  As requested, we are offering you a unit swap and will waive the lease break fee, as well as release you from any financial responsibility for the current unit once you move into your new unit. However, you will need to sign a new lease agreement for the new unit. We apologize if this resolution does not fully meet your expectations. Should you wish to discuss this matter further, please contact the property manager to arrange a meeting.
  

  Best Regards,
  Middlesex Management
  

• Initial Complaint

  Date:12/18/2024

  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.

  My experience at the *********** ******* ******* was horrible! I lived there for 10 years **** ****** **. ***** *********, Nj *****. Management never came to inspect my apartment to see if there were any safety issues even though I complained to them on several occasions regarding safety issues with my little children. Safety hazard health issues never cleaned my carpets dirt mites, never painted paint chips , mold my two children continue to get sick due to the neglect felling to their responsibility as management to assure the safety of my family! The response I received was I had to do it myself. However in lease it states that management is responsible for all updates within the time frame of the lease and nothing was ever done. It got so bad my son developed breathing issues. I had to break the lease due to my son asthma because they refused to clean the carpet and paint. I move out October 2024 I was supposed to move out in November of 2024. The management even charged me 400.00 dollars for early cancellation because I moved out in October and I paid. Now they are charging me for damages that has absolutely nothing to do with me! I resided there for 10 years and the never did anything to keep the apartment up no matter how much I pleaded with them! I continue to get the same treatment negligent from the ******* management. When I left I cleaned the apartment the best I can considering my place was never kept up on management behalf. Now they are trying to charge me for damages that I did not do if the management had did their job as stated in lease and kept up with the property. They kept my security deposit and now they are trying to charge me 3,100 dollars all because they don’t want to give me my security deposit back. This should be looked into going forward for any tenant that resides there for safety issues and the ******* management holding responsibility for the property lease that are supposed to keep up with and not neglect their duties as managemen

  Business Response

  Date: 01/16/2025

  ****** ****** - 

  We apologize for any inconvenience. While we approved your request for painting after several years of residency, we were unaware of the carpet dirt mites in your unit, as no work orders were submitted. According to your lease agreement, an early termination fee applies if tenants choose to break the lease before it expires. Tenants are also responsible for rent (including late fees, if applicable) until the lease ends or the unit is re-rented, whichever occurs first. These terms are clearly outlined in the lease agreement, which every resident signs at the start of their tenancy. In regard to your security deposit, the move-out inspection identified significant damage beyond normal wear and tear, which accounts for the larger deductions.
  
  Best Regards,
  Middlesex Management

  Customer Answer

  Date: 01/29/2025

  
  Complaint: 22704058
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 01/31/2025

  
  Complaint: 22704058
  
  I am rejecting this response because:
  Due the fact that. It is not my job to tell management that the carpets have to be changed! By law they  are to replace carpets every five years and paint too keep the apartment in good condition for safety, health and security reasons to live in decent environment apartment. Also when I reported that  were snakes  in the apartment management came and said they didnt see anything upon their inspection I explain to them I seen and my children were afraid. I had to take the kids their grandmothers house because it was not safe for them to stay there. I then had to go on ****** to order pet supplies for the snakes to get them out. We did a the snake eventually I even sent a picture to the pet control person. That is the reason I broke my lease for the safety of my family due to the negligence of the management. So for them to change me for damages it unfair because management left my family and I in unhealthy living conditions. My children have asthma the carpet not being changed for 10 years the apartment not being painted lead poisoning my children could have endured. And now management wants the apartment to in tip top condition after 10 years when they failed to provide adequate housing living conditions. 
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 02/21/2025

  ****** ******-

  Upon reviewing your disputes, we have decided to issue a refund for your security deposit. A member of our team will follow up with you via email regarding the release and provide additional details.

  Best Regards,
  Middlesex Management
  
  

• Initial Complaint

  Date:12/08/2024

  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.

  My family and I were transferred to our current unit due to numerous sewer backups. There were two other sewer backups between when we moved into on 1/1/2024 - 3/31/2024. The final incident occurred on 4/23/2024 when the sewer system malfunctioned again and caused severe flooding of human waste in both bathrooms and bedrooms. Due to *** getting involved we were transferred to another unit. There was a history of the sewer system malfunctioning prior to us moving into the unit and the landlord was well aware of it. Two separate tenant were transferred to another unit due to the same sewer issues. We are currently being evicted because we refuse to pay the rent due to the landlords negligence. We owed a refund of our security deposit and credit for the months the sewer backed up and caused us inconvenience. Instead the security deposit was transferred to our current unit.

  Business Response

  Date: 01/21/2025

  ****** *******,

  We apologize for the inconvenience. Although your transfer to another unit was approved, the tenants are still responsible for paying rent and any other charges outlined in the lease agreement. If a tenant fails to comply with these terms, we are obligated to take the necessary legal actions.

  Best Regards,
  Middlesex Management

  
  
  
  
  
  
  

• Initial Complaint

  Date:11/27/2024

  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 assisted my son ****** ****** with his security deposit , first and last month when he rented from Middlesex Management from July 2023 thru July 2024. When he filled out his paperwork to end his lease, he filled out a form for where and to whom to send the security deposit, and he put my name and address. Another form asked for his new address. Middlesex sent the security deposit to his new address, where he was not yet checking for mail; likewise the check went back to the post office. Between his move out date of July 31 and up to the beginning of November, he called and emailed Middlesex multiple times - and by multiple, I mean at least ten times. I called as well and so did my husband trying to get the security deposit check. On the occasions they actually answered the phone, **** was told that he may have to wait 90 days before they could issue a new one. He asked why they couldn't just cancel the existing check and reissue but he never got resolution. Finally a check came to my mailbox ( written out to ****** even though he has a saved text he sent them asking for the check to be made out to me) in an envelope postmarked November 4, 2024. That means we received his security deposit more than 3 MONTHS after he moved out.

  Business Response

  Date: 12/19/2024

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

  We sincerely apologize for the delay in returning your sons security deposit. Please understand that various factors can cause delays, and we have worked diligently with you to resolve this as quickly as possible. Unfortunately,we were unable to cancel the original check due to bank policy, which requires a 90-day wait or until the check expires before a new one can be issued. We do apologize if this policy was not communicated to you clearly. It appears the check was mailed to and received at the correct address you confirmed. Thank you for your patience and cooperation.
  
  Best Regards,
  Middlesex Management
  
  
  
  

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22613835
  
  I am rejecting this response because:
  
  My understanding of New Jersey law is that I have the right to file a civil case against Middlesex management if my security deposit takes more than 90 days to be delivered. I have been advised to wait for this response from Better Business Bureau before I take the next step to file a case in civil court. I also understand that I should expect double the original security deposit from middlesex Management if the court finds in my favor.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 02/20/2025

  ******* ****** - 
  
  We apologize for the inconvenience. The check was issued two weeks after the move-out date and was scheduled to be sent to the address provided on the key slip form. We were not informed that a different address was preferred, which led to the delay.
  
  Best Regards,
  Middlesex Management

• Initial Complaint

  Date:11/27/2024

  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.

  Tenants cannot get in contact with management regarding issues. The only thing the customer service agents and maintenance workers are “allowed” to do is “make a note on your account”. About a month ago, I asked to have the unit repaired because the walls and ceiling are separating causing the plaster and dust to break off and create frequent mess. I provided photographs of the areas needing attention. In that correspondence, I asked to have the unit painted. I was told the furniture in every room has to be moved to the center for everything to be done at once. I explained the hardship that would cause, and asked to have the materials (plaster, paint, drop cloths, etc) deducted from the rent. I’ve made multiple calls, and sent several emails, none of which have received a response from management to date. About two weeks ago, I finally spoke to the maintenance manager, who agreed to do half the unit, and return next month to complete the other half. Yesterday, I called to ask about the paint they intend to use and he doesn’t recall our conversation. Now, with a days notice and no accommodation, I’m being told to sign a release for them to move my personal property how they see fit and not be held liable for damages. In addition, I must let maintenance take photographs of all of my property in the unit, and either I let them the do the whole unit at once or it won’t be painted.

  Business Response

  Date: 01/21/2025

  ********* ********,

  We apologize for the delayed response. However, we are unable to fulfill your request as you did not comply with our instructions and continued painting the unit independently.

  Best Regards,
  Middlesex Management

  Customer Answer

  Date: 01/21/2025

  
  Complaint: 22611629
  
  I am rejecting this response because:
  
  The request was submitted in writing one month prior to the scheduled work date. There was a verbal agreement made by your property maintanence manager, ***** ***** prior. Less 48 hours prior to the work date, I was informed of the change to the said agreement. This is the first response received despite the numerous emails sent and calls made to ***************** Property Maintanence and attempts to reach the Property Manager regarding the work order. 
  
  Regards,
  
  ********* ********

  Business Response

  Date: 02/20/2025

  ********* ******** - 
  
  According to our records, our team was in close contact with you two weeks before your painting appointment. We provided you with materials to cover the floor in your unit and also spoke with you the day before the appointment. We apologize if the solution offered did not meet your expectations, but unfortunately, we are unable to change the outcome.
  
  Best Regards,
  Middlesex Management
  

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22611629
  
  I am rejecting this response because:
  
  The close communication continued the agreement to renovate the apartment in portions.
  

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

• Initial Complaint

  Date:10/22/2024

  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.

  My dishwasher has broken 8 times since March of this year. It has happened on average every month. When I call to make a maintenance request, I say this has happened multiple times and it should be replaced. I am told that they will expedite the order. After a week has gone by, I call again and get the same response. I have emailed for the property manager to call me but that has not happened.

  Business Response

  Date: 10/23/2024

  The Tenant leaves food on the dishes and places them directly into the dishwasher which is causing it to get clogged.   The super would go to the apartment unclog and clean the dishwasher and it is working properly.   A super was at the apartment today, 10/23/2024 and fixed the electrical connection.   All cycles are working properly on the dishwasher.  

  Customer Answer

  Date: 10/28/2024

  
  Complaint: 22457458
  
  I am rejecting this response because:
  
  The dishwasher was used once and it is not working again. I don't know if it is the electrical connection. If I was told the the dishwasher was clogged and was causing the problem, this issue would have been resolved a long time ago.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/29/2024

  A new dishwasher has been ordered for the tenant.

• Initial Complaint

  Date:10/18/2024

  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 am filing this complaint because Middlesex Management has shown unwillingness to refund an overpayment on time, despite multiple follow-ups and clear evidence that my financial obligation under the lease has ended.We terminated our lease and secured replacement tenants, who have completed all necessary steps, including lease signing, background checks, and payment submission. As per the lease agreement, my responsibility ended when the new lease took effect. However, Middlesex Management insists on delaying the refund, citing a 30-day processing period after the new tenants physically move in. This requirement is unreasonable and not aligned with the lease terms, which state that we are liable only until the unit is re-rented or the lease term ends, whichever occurs first.Additionally, we made efforts in good faith to mitigate any potential loss by finding new tenants ourselves and hiring professional cleaners before vacating the unit. All outstanding rent and dues were fully paid, and there is no justification for withholding our overpayment or security deposit. Despite our repeated requests for updates, the management has been unresponsive and reluctant to refund the balance.Desired Resolution:I am seeking the immediate return of the overpaid amount and the security deposit. The refund should be processed as soon as the new tenants pick up the keys, without the unreasonable 30-day delay. I also request transparent communication on the status of the refund moving forward.

  Business Response

  Date: 10/21/2024

  Once the new tenant picks up the keys and has possession of the apartment the ******************* will start the closeout process.   A check for the over payment of rent and the Security Deposit (less any damages) will be mailed to the address on file.  

  Customer Answer

  Date: 10/21/2024

  
  Complaint: 22443543
  
  I am rejecting this response because:

  In accordance with the terms of the lease agreement, we have fulfilled our obligation by securing a new tenant, as stipulated. Our financial responsibility ceases the moment the new tenant assumes the lease and financial obligations for the unit. Therefore, it is unclear why the processing of account closure and the return of funds would take up to 30 days after this point. Kindly provide clarification or expedite the refund, as this delay does not appear to align with reasonable business practices or New Jersey landlord-tenant laws governing refunds and account settlements.

  Regards, 

  Business Response

  Date: 10/22/2024

  You are responsible for the rent until the new tenant takes possession of the unit.   Once the tenant has picked up the keys your obligation will cease and the account will be closed out.