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

  801 Polaris Pkwy Columbus, OH 43240-2256

  
• 

  Coastal Ridge Real Estate Partners, LLC

  5935 Central College Rd New Albany, OH 43054-8245

  
• 

  Coastal Ridge Real Estate Partners, LLC

  250 S High St Columbus, OH 43215-4621

  
• 

  Coastal Ridge Real Estate Partners, LLC

  600 W Goodale St Columbus, OH 43215-1597

  

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:03/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Relocated 7/2021, apartment availability in the area low
  -Toured ****, applied, was not accepted based on my salary (which I was told required a guarantor), ultimately accepted based on my savings account with no guarantor
  -Get keys July 11th, elevators down for days at move-in while working elevators were advertised- I am on the top floor & a single female
  -Hot water stops working from December 2021 through August 2022. Lukewarm water at peak usage times, no hot water to shower for work. This began an 8 month period of trying to get answers/a resolution from someone
  -Multiple service requests when hot water is out, all of which were documented "resolved" by maintenance- I did not receive any resolution
  -I start visiting the office as maintenance requests are going nowhere. Property manager **** informs me they are working on it and it should be fixed "soon"
  -Still faulty, I return for answers & some sort of concession. I pay an arm and a leg for a luxury apartment where there is no hot water. **** informs me there is nothing that can be done & nobody else I can talk to about this- states concessions on rent or utilities do not happen at **** & promised I would receive gift cards (I never received ANY gift cards or follow-up)
  -At month 8 **** replaces heater
  -In Nov., my garage opener showed red meaning it has registered, however the garage door closed on my vehicle and did not raise, so the top of my vehicle was destroyed. Currently waiting on updated Progressive claim as the entire roof will be replaced
  -Approached new manager Graham about terminating lease early, tried to negotiate as the timing is such that doing the "buyout" means me paying the remaining 4 months of the lease (so there is no financial benefit). Was turned away even after detailing my experience, Graham states a lease amendement is not possible.
  -Seeking repair of my vehicle and partial refunded rent for the 8 months I was without consistent hot water as mgmt will not work with me on buyout.

  

  Business Response

  Date: 03/13/2023

  Hello,

  
  This
  message is in response to complaint 19522132.
  This
  complaint is about an issue at our property, **** at Opus Park.
  

  Our regional property manager, ******* *******, has reached out to you directly to discuss your complaints.

  Regards,
  Coastal
  Ridge Property Management

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current resident of this property. On Saturday, February 4, 2023 my car was towed from visitor parking. I attempted to explain this to the towing company, Complete Towing & Recovery, and my explanation/pictures were ignored and in order to retrieve my vehicle I had to pay $156.95 cash. I am attaching a diagram which pictures collaborate what original management explained to me about visitor parking and parking in general as I have complained about parking since July 13, 2022 via (which is 5 days after I moved into this apartment). I have complained about the parking at least a total of 5 times. The pictures obtained from Google maps shows where the visitor parking signs were, the other picture shows now that these signs are missing (no notification from management was received that these spaces were no longer going to be visitor parking). If additional information is needed, I have also posted a Google review and I am in the process of filing a Fair Housing Complaint too as the management of Gateway Lakes did not want to listen or view my documents proving what I was told by original management and that my vehicle was towed erroneously from my legal residence
  and my money should be returned to me.

  

  Business Response

  Date: 02/09/2023

  Good Afternoon,

  
  The car was parked in an area which is reserved solely for
  residents. We ensure the cars parked there are residents by them showing a
  parking pass displayed in the driver’s side front window. The car did not have
  a parking pass displayed (see attached photo), and thus was towed. We have
  attached a photo of our sitemap indicating where visitor parking is located in
  comparison to where the car was parked (the car is represented by the red dot).
  We have also attached a view of the area from Google Maps showing where the
  visitor parking signs are located versus where the car was parked. The car was
  parked in the spots closest to the dumpster (see attached photo).
  
  Thank you,
  Coastal Ridge Management

  Customer Answer

  Date: 02/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19346354
  
  
  
  I am rejecting this response because I have complained about the parking situation on this property since July 13, 2022, which is 5 days after I moved into this apartment. I dealt with ****** ******, who was the previous assistant manager of this property before new management took over on or about January 17, 2023, according to an email received on January 17, 2023. I complained about parking via email on or about July 13, 2022, September 12, 2022, and November 21, 2022 (when they were just trying to get me in a garage for an extra $100 per month). Additionally, I went into the office to complain about the parking on at least two occasions.   

  Ms. ****** explained to me that visitor parking was next to the "blue dumpsters and anything in between the garage buildings and residential parking was along the buildings." Additionally, the signs in the Google Maps that stating visitor parking are now missing and only one pole remains. Also, other visitor parking on the property has 10 to 15 spaces in between the visitor signs. Why does this little section of 5 space have two signs that supposed to be point in either direction. This tends to coincide with what previous management advised. New management has not provided any notification that the visitor parking spaces were going to be changed or have changed. Additionally, in the lease under the Parking section #13 states that a resident maybe towed if in visitor or retail parking. So, if I would have had my parking pass and was in visitor parking, I would have gotten towed then too because whenever you return home any time after 7 pm there is no residential parking available and 90% of time I have to use visitor parking 2-3 buildings away from my home. This to me clearly unfair, deceptive, abusive acts and practices. 

  I am being targeted because of my complaints; I have been accused by their staff of being irresponsible but yet pay my rent on-time every month. Their new "assistant manager," (****** R.) also accused me of not teaching my child certain things correctly, told me that I did not know what apartment living is about, and accused me of stating that I was going to retain an attorney when I advised I guess need to file a complaint with the Attorney General and said since I said I was getting an attorney that she could no longer continue the call and hung up on me. Due to this treatment, I was forced to give my Notice to Vacate at the end of my lease in September of 2023 and now will have to seek fair housing advocacy. 

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

  

  Business Response

  Date: 02/15/2023

  Good afternoon,

   

  We will apply a credit to your ledger for the amount you payed for the tow. This credit will apply towards your next month's rent.

   

  Thank you,

  Coastal Ridge Management

  Customer Answer

  Date: 02/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:02/06/2023

  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.

  We moved out of our unit at The Outpost 7/31/22. We later found out we were charged $1350 in move-out fees
  ( $650 damage deposit was withheld plus an additional $700 was charged).
  We would have disputed these charges had we know about them in a timely manner. Unit was spotless (cleaner than when we moved in). There was no obvious damage of any kind.
  We never knew about these charges until we were contacted by a collection agency on 1/3/2023.
  We have verified that correct contact information (cell phone, email and new address) was noted on our move-out paperwork for the Outpost, so they had multiple ways to reach us, yet we never received notification from them of these charges. They turned it over to collections.
  We contacted the Outpost office by phone 4 times in January (beginning 0n 1/3 - the day we got the collections call) to find out what the $1350 in charges is for. Even after 4 calls (actually speaking to a person each time), we have been unable to get that information. They have sent us some piecemeal information ( a bill from a carpet co, bill for paint), but nothing very concrete.
  
  What we have asked them for is documentation that clearly itemizes what they are charging us for that equals $1350. We would likely dispute at least some of it. We have not received this information from them after multiple requests. This is unacceptable business behavior and I would like record made of it as well as would like our money returned to us unless they can prove we owe it to them..
  
  
  
  
  I

  

  Business Response

  Date: 02/10/2023

  Hello, 

  
  This message is in response to complaint 19340701 regarding our property The Outpost. 

  
   Upon reviewing the previous account, there was a $100 security deposit and not a $650 security deposit. They were charged a total of $868.33 in damages, not $1,350. The damage they were charged for was for a full carpet replacement in the rental – please see invoice attached. This was split between the 3 residents. After speaking to the management team, we’ve decided to prorate the life of the carpet and charge for the 2 years that they lived in the rental ([$2,621.55 / 7 years] * 2 years) = $749.01 (or $249.67 for each of the 3 girls). 
   
  The first month of rent that was paid in August did not serve as a security deposit. 
   
  In regards, 
  Coastal Ridge Management 

  
  

• Initial Complaint

  Date:02/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completed student lease with West Run Apartments in Morgantown. 6 months after lease was complete with no charges showing, collection company calls with 475.00 cleaning fee. No explanation or understanding of charges. Collection company stated they could only mail a receipt with no explanation of charges. and would add collection to credit report within 7 days of initial contact.

  

  Business Response

  Date: 02/06/2023

  Hello,

  
  This message is in response to complaint #18963523 regarding our property West Run.

  ********* **** was a resident at West Run Apartments from 08/14/2021 to 07/22/2022. The total balance on the final account statement that was sent to ********* was $473.32. The team emailed her the final account statement on 08/06/2022 which explained what the charges included. ********* had 30 days to pay the balance. After 30 days we sent the account to collections.  
  Attached you will find the find the final account statement along with the account timeline. 
  

  In regards,
  Coastal Ridge Management 
  

  
  

• Initial Complaint

  Date:01/17/2023

  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.

  ******** Columbus Ohio:
  
  Moved in during December of 21.
  Mold grew all over poorly sealed windows (see pictures). The windows were dripping with water.
  The mold could not be kept off the windows for more than a day at a time.
  Multiple requests with maintenance were put in at the time.
  They gave us a single dehumidifier at the time for this and nothing further was done.
  After further complaint to ********, maintenance came in and used a chemical substance to clean the mold off the windows. We were not told of this beforehand and was done without our knowledge. After inquiring about the substance, it was found to be toxic and unsafe to pets. There was a cat in the apartment during this time.
  Transferred unit after lengthy back and forth with leasing office.
  In our new unit, there is mold again, and we are having respiratory issues (see pictures).
  We have contacted the health department for inspection.
  It has again been reported to the leasing office that the mold is an issue and is affecting all residents health.
  They have again only provided a single dehumidifier for our 1600 sq ft apartment which does not even work. The collection bin is bone dry and it leaks onto the floor.
  They have provided no information on why the moisture or mold is an issue or how they would plan to remedy the issue. A single dehumidifier, toxic chemicals, moisture collection bags to hang from the windows or waiting for the summer for the windows to be sealed are not proper solutions to the problem.
  The moisture is so bad our furnace filter was rusted (see picture).
  It is our desire to leave ******** as soon as possible because of health concerns.
  ******** has denied us to break our lease two months early. We have been with ******** a total of 13 months.

  

  Business Response

  Date: 01/23/2023

  Hello,
  
  This message is in response to complaint 18828320.
  This complaint is about an issue at our property, The
  ********.
  A member of our team will be in contact with you today to
  discuss a 30-day notice to vacate.
  
  Regards,
  Coastal Ridge Property Management

  Customer Answer

  Date: 02/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18828320
  
  
  
  I am rejecting this response because: 

  The ******** and Costal Ridge will still not let us out without signing a lease break agreement that includes a provision which takes away our legal right to seek any form of damages from them in the event of future health issues from toxic mold exposure. Obviously, we aren't going to sign that, if there are medical bills, they should not be our responsibility. Furthermore, the mold has not been tested, so we would be signing away our rights when we are not even sure at this point what the substance is and the implications it could have for our health. BBB may close this at this point because they said according to their legal counsel no modifications can be made to the document. At this point, we are going to have to stick it out, and if there are issues down the road at least we have maintained our rights. It was a nice try on the part of CR to cover their rears by tricking someone who may be unsuspecting. 

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

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in 801 Polaris Apartments. There are a few things I could complain about. However, my main complaint is regarding my security deposit. Almost $100 was taken out of my deposit for a storage unit I rented and painting services. I returned the keys to the storage unit weeks before I moved out. However, I was charged a full month worth of rental fees. I called to see why my security deposit was less. The person I spoke to could not provide me an itemized summary. He stated “it looks like a storage fee and painting services” but could not tell me how much for each. In Ohio, you’re required to send an itemized statement reflecting the deductions within 30 days of the lease end date. I did not receive anything. I reached out to the office manager, ******, on December 29th to regarding this. She still has not provided me any explanations. The last and only email I received from her was almost 3 weeks ago on Jan 5th stating she will have the property manager look into it. I have reached out 2x since, no response.
  Before sending in my 60 notice, I had a conversation with Jessica the property manager regarding what is required when moving out. She provided me with the paint numbers. Before moving out, I went back to the office to ask which company supplies the paint. The apartment manager and maintenance stated I did not have to paint because they are required to once I leave anyways. We spoke in depth about the holes from my tv mount, etc. I scheduled a walkthrough, no one showed up. I tracked down the office worker, Terrance, after 30 minutes of calling and searching for someone. During the walkthrough i explained my confusion due to the different responses. He stated if the property manager provided the paint color, then I should paint. He pointed out which areas to take care of and which to leave alone. I bought a gallon of paint to take care of a couple small sections. Then received an $80 deduction that no one can explain and they never answer the phone.

  

  Business Response

  Date: 01/23/2023

  Hello,
  
  This is in response to complaint #18824681
  This complaint is about an issue at our property, 801
  Polaris.
  After discussing your concerns via phone call today, we
  believe we have reached an agreement on reimbursement of funds.
  Our team will also be sending an updated Final Account
  Statement to you via email. Please reach out to us directly if you do not
  receive it.
  
  Regards,
  Coastal Ridge Property Management

  Customer Answer

  Date: 02/10/2023

  complaint ID number 18824681
  
  AAL ******** <*******.********@gmail.com>
  Wed, Feb 8, 10:42 AM (2 days ago)
  to disputeresolution
  
  Good Morning,
  
  I am reaching out to follow up on my complaint. It was closed after the business respond on the 23rd of January. I actually reached out to the business myself on the 23rd and was finally able to reach the Property manager. She stated she was writing my check out and mailing it to me on that day. Shortly after, the BBB resolution was closed due to no update on my end. I thought it was resolved since she stated she was mailing out my check. However, it has been over 2 weeks since she and I last spoke and I still have not received the check in the mail. I have “Informed Delivery”. Which means I am notified about incoming mail before I receive it. I have yet to receive my check in the mail nor the notification that it was sent and on the way to my address. The office manager never responded back to my questions through email that were sent over five weeks ago and it has been six weeks since I reached out to the property to get this resolved. The manager stated they have been experiencing several issues with the property and stated it is the reason for the delay. However, 6 weeks is plenty of time to research and mail my check. I would like to reopen this case since my complaint has yet to be resolved. 
  
  Thank you,
  ******* ******** 
  

  
  

  

  Business Response

  Date: 02/14/2023

  Good Afternoon,

  A check for $100.83 has been cut and sent 2-day USPS. Here is the delivery tracking **** **** **** **** **** ***

   

  Thank you,

  Coastal Ridge Management 

  Customer Answer

  Date: 02/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****

• Initial Complaint

  Date:01/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven’t slept in months because of the high pitch siren noise and I asked to property manager about it. I was told that they would look into it. Fast forward, a month later, I put a complaint in to consumer protection and then property manager then told me that there is nothing to do about the noise. I asked to be let out of my lease one month early and was told that was not possible but due to the noise they would give me another apartment. I asked for moving expenses and again was told no. I am a single mom who gets no alimony and no child support and the property manager is well aware that I won’t be able to break my lease because I would have to pay 2 months rent which would be $6000. He also knows getting packers and movers would be very expensive for me. Polo Run and the people that manager this property are exploitative. They will rent this apartment out to some other unsuspecting person because they are unethical. I haven’t slept in months and I sincerely wouldn’t wish this on anyone. I have recordings from a month of the high pitch siren noise all night.

  

  Business Response

  Date: 02/01/2023

  Good Morning,
  
  We have worked with our HVAC team to eliminate the noise
  coming from the air conditioning unit and at this time we have found the sound
  to be standard with a fully operational unit.
  If **** would like to relocate to another apartment we are
  happy to accommodate this move at no charge, otherwise the current lease will
  be in effect until 4/25/23.
  
  Thank you,
  Coastal Ridge Management

  Customer Answer

  Date: 02/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18814841
  
  
  
  I am rejecting this response because: The sound is not normal. I haven’t slept in 70 days because it sounds like a jackhammer, has a high pitch siren and then a clanging sound. I would move if Polo Run would cover all my moving expenses because this is not my fault, this is Polo Run refusing to update their old HVAC system. I was not informed about the sound prior to signing my lease. Polo Run purposely and intentionally withheld information to dupe me into a lease agreement.

  Let me know if you want to hear the noise.
  
  
  
  Regards,
  
  
  
  **** *********

  

  Business Response

  Date: 02/14/2023

  Good Afternoon,

  At this time our team has replaced the HVAC unit and changed
  the lines to reduce the noise to the apartment. In addition to making efforts
  to fix the HVAC, we have also offered to transfer her to another unit at no
  cost. The new apartment would be on the second or third floor. We will not be terminating her lease early. 

  Thank you,

  Coastal Ridge Management

  Customer Answer

  Date: 02/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18814841
  
  
  
  I am rejecting this response because I still heard the noise yesterday night and got no sleep all night. If you wish to transfer me to another apt because of the noise, then you should also pay for the transfer. I shouldn’t be forced to move at considerable personal expense because this business failed to inform me about the noise level. This business is profiting off misleading potential tenants and misrepresenting their establishment.  
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service 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.

  Upon my daughters move out from Nine20 Tempe apartments, we were issued a charge of $473 to replace worn carpets. I had visited my daughter one month prior to move out and the carpets were dirty but certainly not worn out. They were dirty because the vinyl hallways of
  Nine20 Tempe are VERY dirty. After being told in the billing I could contact them with any dispute, I did in writing and agreed to pay $100 to clean the carpets. I heard back a day or so later by email that they were very busy and would get back to me. Time passed and I did not hear a thing so I assumed they agreed with my assessment. Well three months go by and I get a call from a collection agency to collect the $473. No attempt was every made by Nine20 to get back to me after I had called them several times for follow-up. A review of the internet and Yelp reveals that this is a common business practice of Nine20 (ie charge for carpet replacement
  for dirty carpet and not follow up on messages and just send the debt to collections). If you check yelp and google reviews, these bogus charges are a common occurrence. Detailed email and yelp responses attached.

  

  Business Response

  Date: 12/22/2022

  Hello, This message is in response to complaint 18599409 regarding our property Nine20 Tempe.

  Mr. ********, it’s our understanding that you were able to speak directly with our property manager at Nine20 earlier this week and come a resolution regarding your concerns. If there are any additional concerns that we are able to assist you with, please don’t hesitate to reach out.

  
  In regards,
  Coastal Ridge Management

  Customer Answer

  Date: 12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.

  In Principal we are in agreement, but I am still waiting on an adjustment from the collections agency and my payment to clear my credit record of future marks for this incident.

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

• Initial Complaint

  Date:12/08/2022

  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.

  Background: I leased the Hunters Ridge apartment, **** ****** *** *** ** *********** ** ***** for 2 years. The lease ended on July 29th, 2022. Since I graduated on May 15th and left Blackburg, I subleased the apartment to ****** Avalos for a month. Since she couldn't get to the resident portal, I paid her rent and she paid me back.
  
  
  Issue: Virginia law specifies landlord shall refund the security deposit within the 45-day period, but it's been 130+ days since the lease ended, and I didn't get my security deposit back. I did get a check on ****** ******** name (see attached). I called the leasing office and spoke to ******* and the Leasing manager a number of times pointing out that mistake and requesting them to issue a check under my name. I also emailed the account manager **** a couple of times, but no action has been taken so far. So, I request Coastal Ridge (the parent company of Hunters Ridge and Collegiate Suites) to refund my security deposit ($292.62) + interest for the delayed days ($8.77) + penalty for not following the Virginia law ($x) + for all my time and effort to follow thru and file this complaint ($100).

  

  Business Response

  Date: 12/15/2022

  Hello,
  This message is in response to complaint 18543152 regarding our property Hunters Ridge.

  Thank you for previously choosing Hunters Ridge as your home. In reviewing your request, it does appear you were in contact with the correct person at the leasing office. I apologize if the reason for the delay was not discussed, nor any follow up on the status. Unfortunately, you entered into a sublease based on a leasing contract with a previous ownership and management company. Our system is not set up to allow subleases, for this very reason. Our ledgers are one account that follows the lease holder at the time, and this is who the check will be issued to. The onsite team did reach out to our accounting department to make the attempt at finding a way to have the name changed. Typically, in sublease lease situations, the same way your sublease paid you to pay the rent as a refund. She, the lease holder at the time of the end of the lease contract, would be the person to cash the check and return it to you, if that was the agreement you two entered into. The initial check was issued in a timely manner.  

  
  Upon further review, we did escalate your request and can confirm today we have successfully been able to issue a new check. A new check in your name for the original check amount of $292.62 is in route via USPS with the following tracking number. 9114 9022 0085 2015 4636 12
  
  We appreciate your patience in this situation.

  In regards, 

  Coastal Ridge Management

  Customer Answer

  Date: 12/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18543152
  
  
  
  I am rejecting this response because:
  
  (1) I didn't receive the check yet. In the USPS website, the tracking number shows "Label Created, not yet in system" (see attached).

  (2) The claim that "the lease holder at the time of the end of the lease contract, would be the person to cash the check" is wrong. My friend, Amirtha Krishan, who lived in the same apartment and subleased her room, got her deposit check in her name.

  (3) For these kind of behavior, there has to be some penalty for violating Virginia law, wasting our times, and interests for delayed payments, otherwise the businesses would perpetuate these irresponsible conducts as you see in the reviews posted on the BBB site
  
  

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

  

  Business Response

  Date: 01/03/2023

  Hello, This message is in response to complaint 18543152 regarding our property Hunters Ridge.

  Thank you for bringing this to our attention, we have contacted our team to send you a check today, 12/29/2022.  This check has been overnighted to you via FedEx.  The tracking number is 770904939169. You should receive the check on 12/30/22.  Please feel free to reach out to our Collegiate Suites and Hunters Ridge staff  if you have any questions pertaining to this.  We want to ensure that you receive your deposit and appreciate that you have been so patient with us while getting the new check sent out to you.

  
  In regards,
  
  Collegiate Suites and Hunters Ridge Management Team

• Initial Complaint

  Date:11/18/2022

  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 partner and I had lived in Graham Park at the highlands apartments starting April 1st of 2021 and moved out September 23rd 2022. Most of our time while living there was fine. Those who worked in the office were cordial and for the most part whenever we had a maintenance issue it was resolved.
  
  What we noticed during our time living in the apartments, is that every time a tenet moves out, the carpets were replaced. What we didn't know at the time was that the expense would be covered by the previous tenets, regardless of the carpets condition upon move out. This is not listed as a responsibility of the tenet in the lease contract, and in fact we were only asked to lightly vacuum our carpeting before move out.
  
  We were quite shocked then to see a finalized bill in the mail a month after we had moved out charging us for the full replacement of the carpet listing only damages when we asked the front desk. At that time there were no photos to prove what those damages were and we had to struggle to get back in contact with the office to provide what those "damages" were. After about 5 days of emails we were able to receive what they claimed were damages that justified replacement. These photos however, were of the carpet after the maintenance crew had already ripped up the carpet and dirtied it. What Graham Park didn't realize, is that we actually have photos of how we left the carpet upon move out and it looks nothing at all like the already ripped up carpet they provided as damages. They have been threatening my partner now with calls demanding funds through a third party collections service.
  
  We are highly disappointed with this behavior as we are not the only ones who have been the victim of this behavior. This is an incredibly predatory practice.

  

  Business Response

  Date: 11/29/2022

  Hello,

  This
  message is in response to complaint #18434957.
  This
  complaint is about an issue at our property, Graham Park.

  The charge of $557.47 was for the 2 year carpet life,
  stains and urine smell. This is a small portion of the actual replacement,
  $1393.68. Attached is a photo of the underneath stains for reference.
  
  Regards,

  Coastal
  Ridge Property Management

  Customer Answer

  Date: 12/04/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18434957
  
  
  
  I am rejecting this response because: As listed in our lease, we are not responsible for replacement of carpeting due to normal wear and tear. As we have included in the images we provided already, our carpet was not damaged to the extent being claimed by your company and in the images provided previously by your company did not justify full replacement. This is fraudulent and we will be seeking legal counsel.
  
  
  
  Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 01/04/2023

  Good Afternoon,
  
  Aside from the staining on the carpet, there was also a pet
  urine odor in the carpet which required it to be replaced. Due to this, you
  were charged a pro-rated amount of $557.47. The total amount to replace the
  carpet was $1,393.68. Please see attached invoice showing total cost to replace the carpet.
  
  Thank you,
  Coastal Ridge Management

  Customer Answer

  Date: 01/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18434957
  
  
  
  I am rejecting this response because: 

  
  

  As mentioned previously, and as shown in the photos I have provided, we did not leave the carpet in the condition being claimed. If the carpet was indeed odorous, which upon our move-out, it was not, this would require a cleaning, not a full replacement.

  
  

  Additionally, you claimed that you are offering services that would prevent us from being placed in collections. However, as I mentioned again in my original complaint, we have already been placed in collections.

  
  

  Once more, as mentioned in a previous comment, I have contacted legal services.
  
  
  
  Regards,
  
  
  
  ******** ******