Complaints

This profile includes complaints for Coastal Ridge Real Estate Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Coastal Ridge Real Estate Partners, LLC

  80 E Rich St Ste 120 Columbus, OH 43215-5249

  
• 

  Coastal Ridge Real Estate Partners, LLC

  2211 Dublin Rd Columbus, OH 43228-1690

  
• 

  Coastal Ridge Real Estate Partners, LLC

  315 E Long St Columbus, OH 43215-1828

  
• 

  Coastal Ridge Real Estate Partners, LLC

  80 E Rich St Columbus, OH 43215-5249

  
• 

  Coastal Ridge Real Estate Partners, LLC

  3415 Durban St Hilliard, OH 43026-4315

  

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:06/25/2025

  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 this complaint regarding unfair and inaccurate charges imposed by Coastal Ridge Real Estate (property managers for *********************************************************, **). I recently received a Final Move-Out Statement after vacating Unit 202 at ******************, which included two disputed charges totaling $375:$350 for a stovetop replacement $25 for paint/drywall repair I moved in on September 20, 2024, and vacated on June 19, 2025. At move-in, I submitted a move-in inspection checklist that documented the stovetop was already damaged and unclean. I also spoke with staff in person and submitted a maintenance request. I was assured the condition of the stovetop fell under normal wear and tear and that I would not be held responsible. Despite this, I was charged the full replacement ******* for the paint/drywall charge, before move-out, I requested touch-up paint due to minor wall wear. I was told by maintenance that unless there was a hole or major damage, no action was needed and that minor marks were acceptable. I followed this guidance in good faith, yet I am now being ********** make matters worse, I now reside at *********** at the ********* (Unit 204), also managed by Coastal Ridge, and the cooktop in this unit is in even worse condition. I raised this issue at move-in and have received no resolution. Im concerned Ill be charged again for a pre-existing issue.I have communicated these concerns via email but have not received resolution. Instead, I received a notice stating that if I do not pay within 30 days, the amount will be sent to collections, which could affect my credit. I find this unreasonable and unethical, as Im being charged for issues previously documented or dismissed by their staff.This is not just about $375it is about accountability, fairness, and ethical property management. I am seeking a full reversal of these charges and request BBBs assistance in resolving this matter before it escalates further.

  Customer Answer

  Date: 06/26/2025

  Please find attached the Move-In Checklist and Lease Agreement for Unit 202, which I submitted shortly after moving in.
  
  As noted in the checklist, the form had limited space, so I briefly mentioned the issues. However, I also visited the leasing office in person to provide more detailspecifically noting that the stovetop was dirty and had issues, and that the door of the stovetop had many additional problems as well. I was clearly told at the time that these were considered normal wear and tear and that nothing further could be done.
  
  Im resubmitting this documentation now as part of my formal dispute of the charges on the Final Move-Out Statement. Please confirm receipt.

  Customer Answer

  Date: 06/28/2025

  Dear ******,
  Please find attached the requested documents for my complaint regarding Coastal Ridge Real Estate:
  Move-In Checklist (Unit ***********************)
  Signed Lease Agreement (Unit 202)
  Photos of the stovetop at my current unit (*********** 204), taken within 2 days of move-in
  These support my dispute of the $350 stovetop replacement and $25 paint/drywall repair charges, both of which were related to pre-existing issues I reported at move-in and discussed in person. I was told they fell under normal wear and tear.
  The attached photos from my current unit further show inconsistent standardsits cooktop is in worse condition, yet no action has been taken despite my concern.
  Please confirm receipt and let me know if anything else is needed.
  Best regards,
  ****** *****
  **************
  ****************************

  

  Business Response

  Date: 07/08/2025

  RE:  Your reference number 23516812
  
  Thank you for allowing me the opportunity to respond to the complaint.  Please note that ****** did not turn in a move in inspection that reports or identifies the pre-existing damages as he is indicating.  This is in reference to the stove top and the damages in the interior entryway.  It is our stance the stovetop was damaged by the resident and the damages to the entry were also above and beyond normal wear and tear.  Therefore, this constitutes the charge we placed on the move out damages.  We are sorry for the residents frustration but have no documentation to support removing charges from the final move out statement.  We have communicated this with our client.
  
  
  Again, thank you for allowing me the chance to respond.  Please reach out if you should have any additional questions.
  
  
  Kindest Regards,
  
  ****** Y. *******, CPM, CAM, CAPS
  Regional Manager

  Customer Answer

  Date: 07/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23516812
  
  I am rejecting this response because: 

  I am rejecting the response from Coastal Ridge Real Estate because it is factually inaccurate and misleading.
  
  1. Move-In Inspection Was Submitted
  The business claims I did not submit a move-in inspection. That is not true. I submitted the completed Move-In Checklist for Unit 202 shortly after moving in and have already provided this document to the BBB. The form had limited space, but I clearly mentioned the stovetop was dirty and had issues, which I also discussed in person with staff at the leasing office. I was explicitly told the condition fell under normal wear and tear and would not result in a charge at move-out.
  
  2. Entryway and Paint Charges Are Unjustified
  Regarding the paint/drywall damage: before placing anything on the wall, I visited the leasing office and asked whether I could use hooks. I was told I could, and that if there were minor paint issues later, I could request touch-up paint. In fact, the day before move-out, I asked for patching materials and was told by the maintenance team that repainting would be done anyway and that minor marks were fine. I followed their instructionsand was still charged.
  
  3. Inconsistent Standards
  To highlight further inconsistency, the cooktop in my current unit (Graham Park 204), which is also managed by Coastal Ridge, is in even worse condition than the one I was charged for at Unit 202. I raised this concern within 2 days of moving in and submitted photos as evidence to the BBB. If the condition of that units stove is acceptable, then charging me for the same condition in Unit 202 is unjust.
  
  Final Note
  Ive acted in good faith, followed instructions from property staff, and documented pre-existing issues. I request a full reversal of the $375 in charges, which are unsupported by the facts or proper documentation from the business.

  Thank you,
  ****** *****
  **************
  ****************************
  (Currently travelling abroad on an urgent family matter, available on email only)

• Initial Complaint

  Date:06/19/2025

  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.

  Hideaway Gainesville , a property owned by ************ is grossly overcharging renters for water they have not even used. As an example they are are charging a two bedroom apartment 80$ a month for water and 156$ for water. These charges are excessive and unjustified. Despite asking for justifications, none were given especially that the place was empty during the period. These are predatory behaviors on students.

  

  Business Response

  Date: 06/20/2025

  Hello, This is in regard to BBB Complaint # 23492332.
  
  As shared with all residents via email, utility charges may appear higher during the summer months due to increased seasonal usage and because utilities are billed in arrears. Additionally, during the move-out process, residents receive an estimated final utility bill to help ensure there are no outstanding balances after move out.
  
  
  We’d like to clarify that we are not the utility provider or the billing company. However, we have provided residents with the appropriate contact information for the billing company in our communication, which also explained what to expect regarding final estimated charges.
  Residents are encouraged to contact the billing provider directly to “true up” the estimated charges once actual usage posts. If an overpayment is identified, a refund can be requested directly through the billing provider.
  
  
  We understand this process may be confusing and are more than happy to assist if you have questions or need help connecting with the billing provider. Please don’t hesitate to reach out to our office. Our goal is always transparency and support for our residents, and we welcome the opportunity to assist you.
  
  In regards, Coastal Ridge Management

  Customer Answer

  Date: 06/26/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 23492332
  
  
  
  I am rejecting this response because: it is easy to defer on the service provider you have chosen. That does not change the fact that you have instructed to invoice over $300 of water for two months over a two month period where students are actually 100% not in the apartment as schools are closed. Being ethical especially to student is the least a company like yours should hold as a standard. The claim process is deferred to a third party and you do not take responsibility. I am a simple voice for most students using your properties .
  
  
  
  Regards,
  
  
  
  Milos Djuric

• Initial Complaint

  Date:05/23/2025

  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 a formal complaint against The Hideaway Apartments in ***********, **, managed by Coastal Ridge Real Estate, due to severe habitability violations, deceptive leasing practices, and refusal to cancel a lease renewal signed under false pretenses.Since moving into my current lease, I have documented visible mold growth in my closet and bathroom, black dust and debris inside the **** system, and persistently unsanitary shared common areas. Despite notifying management, they repeatedly deflected responsibility by blaming housekeeping and suggested that I clean the mold and **** vents myself rather than fulfilling their legal obligations under Florida Statute ***** and their own lease (Section 17.1), which require compliance with all health and housing codes.Furthermore, they failed to honor an advertised move-in incentive (a **** gift card), which I did not receive until I confronted them months later. This constitutes fraudulent inducement and a violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). I have since learned that this was a pattern experienced by other tenants as well.When I issued a formal, written demand to cancel my ******** lease renewal (which has not commenced), citing these health and legal violations, they ignored my request entirely. On the day of my legal deadline, they instead placed a $137 past due utility notice on my door, which I view as retaliatory and intended to intimidate me from escalating the issue.I am now planning to file complaints with the appropriate agencies/officials.This property is unsafe, the management is deceptive, and their conduct is unlawful. I am seeking:Immediate written confirmation that my ******** lease renewal has been canceled with no penalty or financial obligation;Formal acknowledgement of their violations and corrective measures to ensure other residents are not subjected to the same treatment.Sincerely,***** ****** ************ *************************

  

  Business Response

  Date: 05/29/2025

  Hello,This is in regard to BBB Complaint 23371766,

  Thank you for reaching out and sharing your concerns. Wed like to take this opportunity to respond to your claims and clarify the facts surrounding your residency at *********************
  
  First, we want to address your maintenance concerns. During the course of your lease, you submitted five work orders. All of them were related to low-priority issues such as light bulbs needing replacement, a running toilet, and a broken refrigerator shelf. None of these requests mentioned any health or safety concerns such as mold or HVAC issues. If serious issues had been reported to us through the proper channels, we would have promptly investigated and resolved them, as we are committed to meeting all health and housing code requirements.
  Regarding your reference to unsanitary conditions: Its important to clarify that the sanitation issues we became aware of were specific to your personal bedroom.These were brought to our attention by your roommates, and we followed up immediately. Our staff inspected the area, documented the condition with photos, and issued appropriate notices in line with our standard procedures.This is part of our effort to maintain a healthy living environment for all residents.
  
  As for the move-in gift card, we attempted to deliver this on 9/10/2024 to the email address we had on file: *****@harrycherry.com.Unfortunately, that email was invalid, and our communications were undeliverable throughout most of your lease term. Once you reached out and provided a correct email address, we sent the gift card without delay. At no point was this incentive denied or withheld intentionally.
  
  Wed also like to address your lease renewal concerns. You submitted a renewal request via your resident portal in January 2025, which we had to decline due to a delinquent account status at the time. In February, after clearing your previous balance, you expressed interest in renewing again, but unfortunately your utility balance had again become past due. It wasnt until March 2025 that you submitted another renewal requestagain through your portalwhich was approved. These repeated efforts, initiated by you, clearly indicate your intent to renew your lease.
  

  Its worth noting that you have a documented history of delinquency, and weve communicated regularly with you about these issues. To now claim that the same types of notices and communication are retaliatory is simply not accurate. We apply the same procedures and policies consistently across all residents.
  

  We understand that misunderstandings can happen, and we respect your right to voice concerns. However, the narrative youve presented does not reflect the documented reality of your lease history, communication record, or the condition of your unit.

  
  At this time, we will not be canceling your ******** lease agreement. The renewal was initiated by you and processed in accordance with our leasing procedures. If you wish to terminate your lease, please utilize the Reassignment process outlined in your lease agreement. 

  Customer Answer

  Date: 05/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23371766
  
  Dear Hideaway:

  Your response continues to be legally flawed, factually dishonest, and a gross misrepresentation of your obligations as a landlord in the state of ********

  Let me correct the record:

  Mold in my closet and bathroom. Contaminated HVAC vents expelling black debris. Uninhabitable common areas. These are not minor maintenance concerns they are habitability violations under Florida Statute ***** and a breach of Section 17.1 of your own lease. Florida law requires landlords to maintain the premises in accordance with all applicable building, housing, and health codes regardless of whether a tenant files a maintenance request. Your responsibility is proactive, not reactive. Failure to act is not my liability its your breach.

  Referencing vague and undocumented complaints about my room from unnamed roommates people whove never even addressed anything to me directly is pure retaliation. You admit the **** gift card was never delivered and blame a bad email address, yet you never followed up via mail, phone, or portal. Only after I escalated 9 months later did you send it. That delay coupled with your false marketing constitutes fraudulent inducement and a violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). Other tenants have had the same experience, which points to a pattern of deceptive conduct.

  I submitted a renewal before discovering the extent of the code violations and misrepresentations. That doesnt waive my rights. My renewal does not give you a free pass to break the law. I formally notified you of these issues and demanded release. You ignored it. That is constructive eviction and bad-faith enforcement of a fraudulently induced contract.

  Its now crystal clear why Hideaway has a 3.2-star rating on ****** across over 635 reviews. The public already sees through the pattern of deflection, mismanagement, and retaliatory tactics. And so will the courts.

  Let me be unambiguous:

  
  If you or Coastal Ridge Management attempt to collect, enforce, or send the ******** lease to collections, I will immediately sue for:
  Breach of contract
  Constructive eviction
  Fraudulent inducement
  FDUTPA violations

  
  That lawsuit will be filed in Alachua County Court the moment I vacate the premises on July 24, 2025. I will subpoena communications, inspection logs, internal emails, past complaints, and former residents. This will be public, protracted, and expensive. I am fully documented and fully prepared.

  
  You had every chance to resolve this quietly. Instead, youve doubled down on denial and misinformation, and opened yourselves up to significant legal exposure in a court of law.

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

• Initial Complaint

  Date:05/13/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  
  My name is ****** ********, my number is ************, and I'm calling in a complaint that I had on April 26th. I had a sink that was overflowing and I called a 24-hour maintenance line where I live. The lady told me they would be here in two days. They did not show up until Monday evening and I called them back Monday afternoon because no one had showed up and the lady that I called hung up on me. And I asked the manager for corporate's number and I never got no response and she said she did not have it. And I just want answers. Thank you.

  

  Business Response

  Date: 05/23/2025

  Hello,
  This is in response to complaint #********. Can you please specify the property you are referring to?
  
  In regards,
  Coastal Ridge Management

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We Currently live at ***** on the row in **********. We have lived here for over 7 years. We recently moved from ********* to 3rd floor, because of all the renovation going on in the complex. We have noticed our tub has been draining very slow since we moved in during the beginning of the year. We recently contacted Maintenance and they did a great job showing up and working on this problem. However the problem never seem to stop. After a few attempts they came to our door with a picture from a camera asking if we knew what this item might be that is stuck in the pipe. We don't have any idea, and the only thing that comes to mind could be the lady who lived here before us who had kids here on weekends. The only reason i am writing this is now our tub will not drain, and as a matter of fact there is dirt and water backing up in our tub every day. Once again the folks here have been very professional and courteous. Was just wanting some communication if we live like this from now on, or will this be taken care

  Customer Answer

  Date: 05/13/2025

  Please disregard, Coastal as l Ridge did a great job and followed thru, thank you

  Customer Answer

  Date: 05/13/2025

  Please cancel, Company is following up

• Initial Complaint

  Date:05/08/2025

  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.

  my apartment : ******************* address: ******************************************************************************* Incident date: 05/08/2025 PROBLEM: there are cars who stole my PAID PARKING SPOT NUMBER 3 several times. I tried to contact the after-business emergency phone number, but IT NEVER WORK. Today, a Black **** and a **** White Truck parked in my parking spot ILLEGALLY and your after-business emergency phone failed. I WANT THIS PROBLEM STOP, EITHER YOU FIXED YOUR EMERGENCY LINE OR I WILL FILE COMPLAINS WITH THE CITY.THE **** LICENSE PLATE: ******* THE **** TRUCK LICENSE PLATE: *******

  

  Business Response

  Date: 05/20/2025

  Thank you for bringing this matter to our attention, and I sincerely apologize for the inconvenience and frustration you've experienced.
  We take your concerns seriously and understand how important it is that your reserved parking spot (#3) remains available for your use at all times. Unauthorized vehicles occupying paid spaces are a violation of our community policies, and we are committed to resolving this issue promptly.

  
  Regarding the incident on May 8, 2025, we have documented the license plates of the black **** ********* and the white **** truck (KFN8221). Our team is currently identifying the owners and taking appropriate action, including potential towing or lease violations if applicable.
  Additionally, we will email you verifying you have the new emergency number since Coastal Ridge has taken over.

  
  Next steps:
  We will increase monitoring of the parking area, particularly around your space.
  You will be updated once we confirm action has been taken against the vehicles in question.

  
  Again, we truly appreciate your patience and thank you for notifying us. Please dont hesitate to reach out directly to the office during business hours at ************ or via email at ************************** if you experience any further issues.

  Customer Answer

  Date: 05/26/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23306656
  
  I am rejecting this response because: the business send me an email to call the *********** with my lease document and ID to have them tow the Unauthorize Vehicle and IT DIDNT WORK. THE *********** STILL ASK FOR THE CODE WHICH THE APARTMENT COMPANY DIDNT GIVE ME. This is unprofessional. 

   

  Update: today 05/26/2025, another vehile park illegally in my parking spot again and i couldnt do anything because the property management is a bunch of liars and unresponsive people. IM GOING TO THE CITY GOVERMENT FOR A COMPLAIN AND PROBABLY SMALL CLAIM COURT.

  THE ILLEGAL VEHICLE LICENSE PLATE : *******

  
  
  Regards,
  
  ***** **

  

  Business Response

  Date: 06/09/2025

  I am the new Regional Manager for the site.  I contacted the resident via email last week.  I credited her account for three months of front door fees for the trouble.  I have also talked with the team to monitor the spot.  I had them contact the towing company to ensure a timely response when we call.  I understand the frustration and have made this a priority with the team.  If and when future occurrences are reported, the vehicle owner will be contacted as well as the towing company.  I am also happy to assign an alternative spot if that is desired.  

• Initial Complaint

  Date:04/30/2025

  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.

  The Grandview Apartments (I believe owned by Coastal Ridge) did not send us our move out statement until 4 months after we moved out, and it had $970.92 of unforeseen charges on it. I let management know about the law in **** stating that tenants must be notified of any unforeseen charges within 30 days of moving out. After following up on this multiple times over several weeks, they adjusted the charges to $611.57 after realizing they calculated some of them incorrectly. Ultimately after much back and forth and following up, which you can see in the email chain I will upload, Grandview Apartments still sent the charges to collections. I disputed the charges with the collections agency (****** ********), and provided them with all of the documentation and email correspondence that I had. I even have an email from a Grandview Apartments representative admitting that we received our move out statement late. Now they are still trying to collect the charges even after not being able to provide me with any proof that the Grandview Apartments attempted to notify us of these charges within 30 days.Even outside of this instance, I believe that this company has very shady business practices. Once the complex changed management, we started noticing all sorts of random charges added to our monthly rent statements. When we asked what these charges were for, their answers were never clear. I would like for these charges to be dissolved on account of Ohio Revised Code Section *******. We were not notified of these charges within the 30-day window, therefore these charges are invalid. I appreciate any support I can get in this matter. If there is any other information I can provide, please let me know.

  

  Business Response

  Date: 05/19/2025

  Thank you for reaching out and for providing a detailed account of your experience. We understand how frustrating this situation has been and truly appreciate your patience throughout the process.
  
  First and foremost, we sincerely apologize for any confusion or inconvenience youve experienced regarding your move-out statement. We recognize the importance of clear and timely communication and regret any disruption this may have caused.
  
  Upon review, we found that the account associated with ****** ******* is not on file within Coastal Ridges system, as the management of the Grandview Apartments changed in 2024. Based on the email correspondence you provided, the dates referenced are prior to November 2024, which indicates these matters occurred under the previous management company. As such, Coastal Ridge is not in a position to address or resolve charges issued before our assumption of management responsibilities.
  
  That said, we take your broader concerns regarding transparency and communication very seriously. Your feedback will be shared with our senior leadership team as part of our ongoing efforts to improve our service and resident experience.
  If you have any additional documentation or questions, please dont hesitate to contact us directly at **************.
  
  Sincerely,
  ******* *******
  Regional Manager
  Coastal Ridge / Grandview Apartments

• Initial Complaint

  Date:04/23/2025

  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.

  To whomever this reaches,This complaint is concerning the property of The Commons at Sawmill in ********* AZ. Me and my roomate have found new tenants to take over our lease on June 1st so we notified the property on April 23rd. This property then told us they are going charge an extensive amount for the lease transfer of 85% of rent, over $1,800 combined for me and my roomate. In the lease this is not stated and simply uses the verbiage reasonable administrative fee. We called the complex again on Monday April 23rd for an explanation on reasonable however no one at the complex could give a single reason and was told I would be reached back out to in regards to this within 48 hours. However, over 48 hours later still no reason. It is stated in Coconino Countys Tenants Rights and Responsibilities Handbook (*******************************************************) Part 11 Section 1A that the landlord can charge a SET amount. By definition this is a fixed or predefined sum. However this amount was neither set nor stated in the lease agreement. It is also stated in Part 11 Section 1A that they can only charge rent for the period in which the rental unit is unrented. In this case, they would not have a lapse of rent as a tenant would be taking over the rent immediately after us. I have tried resolving this issue directly with them at first, however they did not attempt to solve the issue and handled the situation inefficiently and unprofessionally.

  

  Business Response

  Date: 05/29/2025

  Hello, This is in regard to BBB Complain #********, 

  Thank you for bringing your concerns to our attention.

  We understand that the reassignment fee has caused frustration, and we appreciate the opportunity to clarify. Per your lease agreement, the reassignment fee is listed under Special Provisions on page 9, and it reflects a liquidated damage amountnot a standard administrative fee. This section outlines that the charge is in place to cover operational costs such as staff time, administrative work, marketing, and other overhead associated with processing a reassignment. The Reassignment Fee is also detailed on the Reassignment Addendum of your lease agreement.
  
  If you are unable to locate this provision, its possible that you are reviewing an addendum, such as the parking addendum, rather than the base lease document. A full copy of your signed leaseincluding the page referencing the reassignment feeis available 24/7 in your Resident Portal or upon request at the leasing office, and we are happy to provide it.
  
  To clarify further,the term reasonable administrative fee is referenced in Section 23 of your lease; however, this relates to general administrative costs and not the reassignment process. The lease reassignment procedure is distinctly addressed in Section 9, which includes reference to the reletting/reassignment charge. This fee is a pre-agreed liquidated amount, meaning it is a fixed figure agreed upon in advance as a fair estimate of the propertys costs and damages, should a resident request early reassignment.
  
  We acknowledge that the amount may feel burdensome, especially when a new resident is ready to take over the lease. However, as per the lease terms, the fee is not dependent on whether there is a gap in occupancyit compensates for the internal processes required to facilitate the transition.
  
  Lastly, we regret any delays in communication you may have experienced and apologize if you did not receive a prompt follow-up. We are reviewing internal protocols to ensure future responsiveness meets resident expectations.
  
  We appreciate your time and hope this explanation helps to resolve your concerns. Please dont hesitate to contact our office if you'd like a copy of your lease or have any additional questions.

• Initial Complaint

  Date:04/23/2025

  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 applied for an apartment and completed an application on April 5, 2025. I was asked to pay $50 background check and $200 processing fee. I was informed that the processing fee would be refunded, if I was denied the apartment. I was informed a few days later I was approved with conditions, if I could prove two bills had been paid off. I provided a copy of one bill that was listed on my credit report. However, I didn't have proof that the other bill was paid off. Since I was unable to show proof of the other bill being paid I wouldn't be able to move into the apartment on 05/30/2025.

  The apartment complex **************** apartment stated that since I was approved for the apartment and I couldn't provide them with the receipt that my old bill was paid off...they would not refund my $200 processing fee.... because it exceeded the 48 hours time frame to request a full refund. I informed ***** House Apartments that their business practices are illegal and unethical. They denied my apartment application because I couldn't prove the bill was paid off and now they're claiming they're entitled to keep my $200 processing fee. 

  

  Business Response

  Date: 05/19/2025

  Hi ****,
  

  Thank you for reaching out and providing the details of your experience. We sincerely apologize for the confusion and any frustration this situation may have caused.
  After reviewing your application and the circumstances surrounding your conditional approval, we understand the concerns youve raised. While our policy typically outlines a 48-hour window for refund requests, we recognize that the communication surrounding your application may not have been as clear as it should have been.
  

  As a result, we will be refunding the $200 processing fee in full. The refund will be mailed to the address listed on your original application. Please allow up to 10 business days for processing and delivery.
  

  We appreciate your patience and understanding, and we are committed to ensuring a more transparent and respectful experience for all applicants moving forward.
  If you have any further questions or need additional assistance, please dont hesitate to contact our office.

• Initial Complaint

  Date:04/21/2025

  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 Team, I hope this message finds you well.Coast Ridge is the property management company of The Monarch Apartments, located at ****************************************** since September 2023. The residents have continually complained to the local staff, regional staff, and corporate staff with NO resolution for over a year. The property manager ignores resident emails, verbal requests, and phone calls. The residents are told no for any request with a vague reason such as "operational reasons". The property manager is secretive, non communicative, and nasty to the residents. The staff refuses to work more than 40 hours. The office and maintenance staff work M-F 10am-6pm and that is it. If residents need help "off" hours or on the weekend, they are ignored.I called the emergency number on Saturday April 19th at 7am and 8:30am, I also emailed the office email and properly managers address and NEVER heard back from any staff member. The staff demand to keep the heat on high in the fitness center at 70+ degrees, causing health and safety issues with the residents. The staff refuses to fix this issue.The staff and corporate also refuse to clean and maintain the building. Coastal Ridge cares only about money and saving it or themselves. They do not clean, maintain, or staff The Monarch Apartments appropriately. The paying residents have been complaining for over a year. PLEASE do something. Coastal Ridge is a horrible "company" that does not care or do their jobs.

  

  Business Response

  Date: 05/21/2025

  RE:  Your complaint ID ********

  Thank you for allowing us the time and opportunity to respond to the complaint submitted.

  Our office has had many conversations with this client on grievances associated with the general operations of the building.  We have addressed all complaints and concerns to the best of our ability. We believe we have fulfilled all obligations under the lease agreement, but can certainly critique and review on call procedures and hours with the team.  We have recently switched out our cleaning company in May, primarily due to complaints received on the weekends.  Ms. **** is a valued client and we will continue to strive to provide higher standards as we receive feedback like this.  Again, thank you for the opportunity to respond.

  Kindest Regards,

  Coastal Ridge Management