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

  3799 Gateway Lakes Dr Grove City, OH 43123-9377

  
• 

  Coastal Ridge Real Estate Partners, LLC

  369 E Gay St Columbus, OH 43215-3838

  
• 

  Coastal Ridge Real Estate Partners, LLC

  111 W 3rd Ave Columbus, OH 43201-1182

  
• 

  Coastal Ridge Real Estate Partners, LLC

  1211 Chambers Rd Columbus, OH 43212-1774

  

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:08/18/2024

  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’m attending University of ******* in *********** ******* and needed an apartment. The lease was invalid due to the company misleading me about the conditions of the property. I toured a new apartment and was told during the tour that I would be living with college students. I was told that I would be moving in with 3 other students on August 17.
  I contacted the lease company to ask them if I could do a walk through and tour the apartment prior to paying the lease and they ignored my emails. Then I asked them if I could get the information for the other students moving in with me to make plans and they ignored this email. Then I received a hastily call that I have to pay the fee ASAP or I would lose the apartment. Without ever getting to see the property.
  
  Upon arrival on August 17th, when entering the apartment there was garbage all over the place. There was mold and mildew in the common space and the room I was renting.
  
  There was drugs all over the living room, which we took pictures of with cigarettes burning in an ashtray. The property has a no smoking tobacco policy and even a drug addendum in the lease that states the lease can be terminated for drug use, drug para. There were cock roaches under the stove and a sign on the fridge stating there’s a thief among us. It was disgusting. When we tried to get the manager to help us they threatened to call the police on us and kicked us out of the establishment. They won’t reply to emails, text or phone calls. The email they provided has a “do not reply”. So u can’t email the manager.
  I called the police and they informed me this was the 3rd time they were called today for the same thing.
  This is a fraudulent business practice, preying on college students. They threatened to sue me with collections and then kicked me and my family out. By them removing me from the property Nullifies the lease. I have breathing issues and can not be around cig/pot smoke. They won’t respond or help.

  

  Business Response

  Date: 08/19/2024

  This was addressed with person to person contact today. The customer stated that they did not intend to submit this level of complaint. 

• Initial Complaint

  Date:08/16/2024

  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.

  When I moved into the apartment I was pregnant which was in February I gave birth in April and was told that my baby would be in the **** cause she was born with a birth defect called meconium aspiration syndrome basically meaning she swallowed her p*** when she was born. She also has a tiny PDA which is a hole a in heart and I have made the office fully aware of this matter and I have been trying to be patient and respectful due to the people to are moving and leaving but I have been leaving the office or getting off the phone with no news of an update to resolve this matter cause tomorrow there supposed to be cats moving in here which my daughter can not be around. I have been added in a group chat with the new roommates that they said they are bringing cats. I understand now this is a welcome pet community and ESS animal are welcome but on my preference list I wanted no smokers or pets due to past experience before my baby was born but now she is here can someone please reach out to me urgently cause I dont know where me and my baby would be living if there going to be pets her this is ALL IN REGARDS TO HER HEALTH

  

  Business Response

  Date: 08/19/2024

  Thank you for reaching out and sharing your concerns. Im deeply sorry to hear about the health challenges your daughter is facing, and I understand the importance of ensuring her living environment is safe and suitable for her needs. I apologize for any lack of communication and the stress this situation has caused you. 
  
  Please reach out to us directly at **************************** to discuss reasonable accommodation options available to you. 
  
  Thank you for your patience, and I look forward to resolving this for you as quickly as possible.

  Customer Answer

  Date: 08/26/2024

  As of 8/26/24 I still havent heard anything from the apartment manager or the office 

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22154337
  
  I am rejecting this response because: 

  *******************************
  9:34?AM (3 hours ago)
  to me
  
  Hi ************** spoke with you yesterday about my complaint well I spoke with my attorney and he told me 
  You can send them an email at the 'info' email address and see what they say. Maybe reference your attorney has also sent two letters requesting the accommodation and opportunity to discuss solutions.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/15/2024

  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 son lived in The Verge this past year for college, and moved out in May.

  I recently receive a bill for $1,014.31 for damage to the aparment and for not returning the keys.

  Other than the toilet seat, none of the items they are charging us for are valid. And, my husband and son returned the keys to the front office they day they departed in May.Upon arrival last August, the apartment was disgusting, in poor condition and with a broken bed frame. Nothing was clean and the carpet was filty. In addition, the washing machine was broken. We informed the office and cleaned the best we could. They did give us a replacement bed frame, but left the broken bed frame in the living room. My son requested that it be removed several times throughout the year, but they didn't take it back. When my husband help my son move out, he complained that the bed frame was never removed from the apartment.

  They are now attempting to charge us for the dirty and broken items in the room - including the broken bed frame! My son did break the toilet when he fell coming out of the shower. He put in a maintenance request (as per protocol) for it to be fixed, but no one from maintenance every arrived to fix it. It was, in fact, broken the day he moved out. I am happy to pay for the broken toilet. Nothing else on that list is accurate or is our responsibilitiy. This was one of the most disgusting, depressing places to live in, but my son stuck it out because we paid for a year lease.

  The fact that they want to charge me to replace the carpet, which was so gross when we arrived is a travesty. This company is a scam and a racket.

  The kids at *** should know what a disgusting place this is and how they allow students to live in squalor and then charge them for "repair and replacement" they will NEVER do. 

  Customer Answer

  Date: 08/15/2024

  Attached is the lease signed and executed. As indicated in my initial letter, this company is a racket. We moved into a disgusting apartment, wtih a broken bed and washer. We cleaned and made it as presentable as possiblel and now they want to charge us for things that were their issues in the first place. Thank you.

  

  Business Response

  Date: 09/26/2024

  Response to BBB Complaint #********
  
  Dear Ms. ****************** review of your account, we regret to inform you that your request for a reduction in charges has been denied. We have attached the email from your son dated 07/31/2024, in which he accepted the replacement fee for the keys due to his absence in *******, **. During his time at The Verge, your son submitted only three work orders. Two were filed on the day of move-out for the replacement of the toilet and light bulbs, while the third pertained to the removal of a bedframe from the common area. The removal task was completed on 05/10/2024, the same day the work order was placed.
  
  Upon reviewing the Final Move Out Statement it is clear that there was no bedframe in your son's bedroom. Therefore, the replacement bedframe fee is for the missing bedframe, not that a broken bedframe that was removed. The carpet was replaced due to the heavy smell of pet urine emanating from it. The cleaning fees are due to the condition the bedroom and bathroom were left in.
  
  Furthermore, your son's inventory condition form, which should have been completed within the first 72 hours of moving in, was not completed. This form was an opportunity to note any existing items that required attention or to report any cosmetic damage so that he wouldn't be charged for pre-existing issues upon moving out.
  
  In regards,

  Coastal Ridge Management

• Initial Complaint

  Date:08/14/2024

  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.

  
  February 11, 2024 

  
  From 
  ****************************;
  *******************************************, 
  ***********************;

  
  To 
  The Better Business Bureau 
  *******************************;
  *************************;

  
  Ref.: Mismanagement and suspicious collection practices of local Apartment Complex for Student Housing - ***************, ***************;

  
  Hello, 

  
  I am writing this to bring to your attention regarding the unscrupulous business practices of the management at the *************** Apartments in ********** with respect to the housing application submitted by my teenage daughter last fall. Below are the details of this situation. 

  
  On November 1, 2023, my 18-year-old daughter who is currently a student at the ************************ was searching online for housing for the next academic year and she found several properties of interest and one that she wanted to apply for. However, when she clicked on the application link of one of the properties that she wanted to apply to, she mistakenly opened the application for the **************************************. She informed me that she was applying for housing but without properly verifying the application, she went ahead and submitted her application to University Edge which was not where she intended to apply. She used my credit card and submitted the application after which, I received an email from University Edge asking me to complete additional details on the application as the *************Applicant - (see Encl. #1 for email received from University Edge) 

  
  As a parent, when I checked into the property details, I found out that this property was quite a distance away from her campus and since she does not have a car for her daily commute, would be quite inconvenient and therefore, I did NOT complete the application to sign as a Guarantor or ***Applicant. Instead, I asked her to call University Edge to explain the mistake on her part and to request them to allow her to withdraw her application. My daughter called the University Edge rental administration office on November 2, 2023, and explained this situation to the person who answered the phone. She was asked to send an email requesting the cancellation of the apartment and was told that the Application fee of $200 would be refunded by check within 4 to 6 weeks and mailed to our home address. On the same day, my daughter sent the email (see Encl. #2 for email sent to University Edge), requesting her application to be canceled and the fee returned by check to our home address. 

  
  I was then able to guide my daughter to apply to the correct property that she wanted and was able to successfully obtain a unit for the next academic year. We waited for 6 weeks to receive our refund of the Application Fee from *************** but since we did not receive it even after 6 weeks, on December 10th I submitted a dispute for the charge with **************** (AMEX) which was the Credit Card that was used to pay the application fee to University Edge. AMEX processed the dispute and 
  refunded our money to me and we did not hear from University Edge which led me to believe that the process was complete. 

  
  On January 25, 2024, I received an email with a "Move-out Statement from University Edge - **********" detailing charges totaling to $230. (see Encl. #3 for email and statement from University Edge). And on the very next day, January 26, 2024, another email with a "Final Move-out Balance & Pending Collections" notice (see Encl. #4 for this email from University Edge). 
  My immediate response was to try to contact the management via the telephone number mentioned in the letter to explain the matter and to reach a reasonable resolution. However, the person who answered the phone, who appeared to be a young individual, perhaps a student at the University, who did not seem to want to address this matter that she was not familiar with and quite rudely asked me to call back later when the "manager" was on-site or to send an email. 

  
  I immediately sent a reply to the email on the same day (January 26, 2024), detailing the situation and highlighting my reasoning for why I believed these charges were unreasonable and wrong. (see Encl. #5 for email sent to ***************). I have not received an email of phone call until this day, in response to my email. 
  On February 9, 2024, I have received yet another email for the "Final Move-out Balance & Pending Collections" notice (see encl. #6 for this email) and without any explanation to my previous email or proper reasons thereof. 

  
  At this point, due to the threatening nature of the emails from University Edge that would most likely impact my teenage daughter since she has her personal information including her Social Security Number attached to the application that she mistakenly submitted, I have decided to go ahead and submit the payment that they have demanded for $230 via personal check #*** from my checking account with Chase ***** so that University Edge will stop harassing me or my daughter further in this matter. 

  
  However, I would like to request an investigation into this matter from the Better Business Bureau regarding this unscrupulous collection methods engaged by University Edge, and into their standards and practices of seeking applications from young individuals like my daughter who are barely independent and are just starting on their own without much knowledge about these types of businesses. Since I had not signed the application or the contract for the application, this should have been treated as an application that was withdrawn within 24 hours and therefore should not have been charged. 

  
  I am also bound to inform and educate other unsuspecting parents and young students who may fall prey to such practices by University Edge. So, I will be posting my experience on social media and website reviews warning parents and applicants to be wary of this. 

  
  I hope this letter will be taken into consideration to launch an investigation into ***************. I will also be submitting a formal complaint on the website of the BBB Cincinnati. 

  
  Thank you for your attention to this matter. 

  
  Sincerely, 
  
  ****************************;
  
  

  

  Business Response

  Date: 08/28/2024

  Good Morning, 

  This is in response to complaint #********.

  Mr. ********* daughter, ********************************* ,applied to live at *************** on November 1, 2023. ******** contacted the ********************** to cancel her application on November 2, 2023, which is within the timeframe for a prospect to receive their security deposit back. At the time,the property was without a property manager and was severely short staffed. It appears that ********* email request to cancel her application was overlooked.We sincerely apologize for the lack of communication in this matter; however,we have processed a full refund for ******************** in the amount of $230. ******************* should expect to receive the funds by mail within the next 2-3 weeks.Again, we apologize for the length of time it took to rectify the issue. We sincerely apologize for any inconvenience our mistake caused. 

  Regards,

  Coastal Ridge Management.

• Initial Complaint

  Date:08/13/2024

  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.

  I rented an apartment from ************ from 8/1/23 to 7/12/24. (Lease: ********. Unit 3 3130.)Two weeks after moving out, after having a $0 balance, on 7/26, I received a notice of a remaining balance of $3482.00 for damages charged to my account.I went to the rental office in-person on 7/26 and was told I could not speak to anyone in person and must communicate via email to <*********************************>After looking at the invoice for damages (which I assume was prepared by the vendor responsible for preparing the unit for the next rental), only one of the items was marked "charge resident". That would be a $150.00 fee for paint touch-up. I will pay the $150 fee, however I am disputing the remainder of the charges...the bulk of which is $3200 to replace the hardwood flooring which I did not damage, the $210 charge for the mattress, which I did not stain, and other general cleaning fees, according to the invoice I received. I also received a Collections notice on 7/27, one day after receiving the initial invoice.I have since emailed four times with no response. The last email was sent on August 8th and I notified The Overlook that since this was my fifth attempt to resolve this issue, if I did not receive a response I would be filing a complaint with the BBB on Tue 8/13.I am attaching the email thread I have sent, as well as the invoice from the Overlook and the photos which I took on my move-in day 8/1/23, documenting the scratches on the floor.

  

  Business Response

  Date: 08/26/2024

  Hello,
  
  Thank you for reaching out about the recent move-out statements. The move-out statement is based on the photos and inspections conducted by our team. Since we did not have the move-in inspection completed by the resident, ******** *******, we could only charge back damages based on the recent inspection.
  
  ******** submitted some photos along with the move-out statement. In order to ensure that we have accurate information, considering the move-in inspection was not submitted when ******** moved in, we would like additional images showing when the photos were taken, as they do not indicate the date from the images he has submitted.
  
  We are happy to discuss the charges with ******** after we can identify when he took the images.
  
  We have attached additional images from the move-out inspection and a screenshot of the incomplete move-in inspection.
  
  Thank you!

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22136687
  
  I am rejecting this response because: 

  Attached are my photos resubmitted with all metadata from the camera indicating specific time of photos on 8/1/23, move-in day. I did not move the bed so I have no idea what was on the floor underneath the bed, sofa, or TV table.  There also was no Overlook employee who accompanied me when I entered the room on move-in day...or accompanied me to the apt to inspect when I turned in my keys to move out. In fact on move-in day, the toilet wasn't even functioning.

  My point is, as you are requesting specific data for my photos, I have no idea if the photos you provided are from those spaces underneath the bed or other spaces not visible to me on move-in day, or even if the apartment was inspected by your staff prior to my move-in.
  

  I look forward to your response.

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

  Customer Answer

  Date: 09/09/2024

  I have not received any response from my 8/26 correspondence providing detailed information on the photos I took on move-in day.

  Customer Answer

  Date: 09/24/2024

  Today I received a notice (attached) demanding I pay the final balance ($3482) or else the account will be turned over to a ****************** tomorrow. I called the Overlook and was told again that no one will speak to me and I had to email correspondence. I then emailed ***************** for the fifth time since July 26- and have yet to receive a reply from any of those emails...despite every notice from the Overlook saying "Please contact me directly to either make a final payment or to inform me of your payment intentions"
  

  I have received no response from the August 26 correspondence in this BBB complaint from Coastal Ridge Real Estate Partners despite asking again for a response.
  
  If the account is turned over to Collections tomorrow, I will be taking legal action this week in *****************, ***
  
  
  

  

  Business Response

  Date: 10/02/2024

  I have reached out to ******** twice with no response from him.   We requested pictures proving the date and time the pictures of the floors were taken.  ******** has yet to provide photo documents.  We did reduce the price of the flooring from full price to 40% discounted as the floors were not brand new when he moved in. 

  Customer Answer

  Date: 10/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22136687
  

  I already supplied the documented pictures  ON THIS THREAD (please see previous attachments)...on the same day I received the only previous correspondence from Coastal Ridge. I also just received an email last week from the Manager at the Overlook ******************* for the first time after five previous attempts...and I supplied her with the same documented photos...TWICE over the course of a week.  So I've now supplied these photos documenting specific time/date... three times. I have never once received an email from Coastal Ridge, despite what they said in the previous message. I have checked my spam folder to double check as well. My email again is <*********************> My cell is ************. I am very easy to reach and I have responded immediately to previous posts. Reducing the damage charge by 40% because the floor was not new is not acceptable. I did not damage the floor.
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 10/07/2024

  The inventory condition form of the apartment was not turned in by ******** *******.  The resident has access to this inspection for 72 hours after he moved in.  Since the resident did not turn one in, we have to assume the damage to the floors were caused by ********.  The pictures that were provided by ******** are not of the floors with the scratches.  I have added the two pictures showing the deep scratches. 

  Customer Answer

  Date: 10/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22136687
  
  I have never seen an inventory condition form. Nor was there any correspondence from the Overlook indicating I didn't turn one in. But I did submit (in this thread) the photos I took on 8/1/23 when moving in, so if I was aware of a form upon move-in, those would be the photos I would have submitted on 8/1/23. The other photos management provided after move-out  could have been on the floor when I moved in. I didn't look under the three furniture pieces which occupied the space. There is no location referenced in the photos provided by the management, nor are there any photos from the move-out of the previous resident to compare the two. Clearly the floor was previously marked up prior to my move-in. The cabinetry was as well, as indicated in the photo I provided.

  In addition, the photo of the mattress (claiming $210 stain damage), shows a white/grayish mattress. The mattress in the apartment had a dark blue exterior cover that was never touched.
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:08/12/2024

  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.

  REGARDING: 801 POLARIS APARTMENTS, ******************* BEGAN RENTING AN UPPER FLOOR APARTMENT 9/2023. SINCE MAY OF 2024 MY ENTIRE KITCHEN/LIVING AREA'S ONLY SOURCE OF AIR AND LIGHT (FROM A SLIDING GLASS DOOR) HAS BEEN BOARDED UP DUE TO REMODELING OF THE BUILDING'S EXTERIOR. MY BALCONY OUTSIDE HAS BEEN REMOVED AND THE WINDOW BOARDED UP LEAVING THE ENTIRE LIVING AREA IN THE DARK AND DEPRIVED OF AN OUTSIDE BALCONY. I HAVE COMPLAINED NUMEROUS TIMES TO THE OFFICE WITH NO RESULTS. THE CONSTRUCTION HAS BEEN ON AGAIN/ THEN OFF AGAIN FOR WEEKS AT A TIME. I WANT A REDUCED AMOUNT FOR EVERY MONTH I HAVE ENDURED THIS HELL!

  Customer Answer

  Date: 08/15/2024

  PHOTO OF BOARDED UP SLIDING GLASS DOOR FOR RESIDENCE OF:

  ***** / *********************************,  801 POLARIS,    APT. # ***.  ********, ***  

   

  

  Business Response

  Date: 08/19/2024

  Good Morning,

  This is in repsonse to complaint #********.
  
  We apologize for the inconvenience the construction has caused and acknowledge the time to repair the exterior has taken longer than normal. To make things right, we have provided two $100 gift cards for the inconvenience; one at the beginning of July and the other at the beginning of August.
  
  Our construction team is working hard to complete this area as soon as possible, we expect the boards to be removed in the coming weeks.

  Regards,

  Coastal Ridge Management

  Customer Answer

  Date: 08/23/2024

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

• Initial Complaint

  Date:08/10/2024

  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.

  After having leased with them for about two years, I vacated an apartment complex owned by *********** on May 23rd, 2024. Three months later on August 25th, 2024, they sent me a bill for "damages" to the apartment totaling $72.50 for wall paint and carpet-cleaning. The lease terms state that the inspection must be carried out within 72-hours of the apartment being vacated. TerraceView incorrectly listed my "move-out" date as the end of the lease term on July 31st, 2024, but even this date is more than 72-hours after move-out. As such I do not believe that I am responsible for paying for these "damages". As far as I know, somebody else could have moved into the apartment already in the time since I have been fully moved out of the apartment. I tried to contact them several times over the course of the next two weeks and finally got a response telling me to file an FMO Dispute with the office, which I did. I never heard anything back from them. I've called and left messages and sent emails repeatedly over the past year trying to get in contact with them about this bill and eventually gave up because I couldn't get a response. Then a few weeks ago they sent me an automated email stating they were sending me to collections. I tried calling and emailing again and received no response. Their email even states that I now need to contact them directly to set up payment, which I can't do because I can't get in contact with anyone or get anyone to respond to my calls or emails. I've even tried calling the leasing office as if I were a prospective tenant, and I did speak to somewhere there who forwarded me to the tenant's office, where I was sent to voicemail again. Today I received an email stating that if I did not call by the end of the day, the bill would be officially sent to collections. It's a Saturday and the office is closed.

  

  Business Response

  Date: 08/19/2024

  
  Hello, This is in regard to BBB Complaint #********
  
  Thank you for your email and the details included.
  
  At Terrace View, all leases are on one lease term with an end date of July 31st. Therefore all inspections are completed after the end of the lease term.
  
  In regard to a walk through, you were advised in your lease that you have a right to be at your inspection. However, as stated in your lease, and the ***************************** and Tenant Act (*****),you must request that in writing. The 72-hour rule applies to when we must schedule an inspection, if you requested one in writing. If you did not notify the staff that you would like to be present at your inspection, then the team that was in place would not have known to schedule a time to do that inspection.
  
  Looking through the inspection, The inspection was completed on 8/1, which is the day after your lease ended. When you chose to move out in May, that did not terminate your lease. You had an active lease that you were responsible for until 7/31. A move-out inspection is only required once the lease is completed, not when someone moves out early. An inspection would not be completed in May because legally you still had a right to come back and occupy the unit. Per the ****** possession is considered turned over on the date of termination. By law, that date is either the date keys are turned in or when the lease terminates, whatever date is last.Possession by you did not end until July 31 per the law.
  
  The approval date of 8/18 is when the financial move-out statement was finalized. In the state of ********, we have 45 days from the date that terminates the lease. For you, that is 45 days from July 31.This means that the statement would need to have been sent out by 9/14. I have attached your move out statement that shows it was created on 8/25. This means that Terrace View has followed the ***** and did everything they were supposed to when it came to finalizing your account.
  
  Looking over the inspection, you were only charged for touch up paint in your room and 1/3 of a stain treatment in the common area. Based on the inspection report, those are legitimate charges and the balance due is a true balance. I have attached your move out statement, the inspection report, and larger pictures of the areas you were charged from.When adding charges, we do take into consideration normal wear and tear and do not charge back the full invoiced amount when posting charges.
  
  We apologize you were not able to get these details previously. With one lease term for over ***** residents, we try our best to ensure everyone gets a call back. It is usually a bit easier to get a response via email as well. With our new system, once the balance is owed and in past resident status, the balance due notifications are automatically sent on a schedule.
  
  In regards,

  Coastal Ridge Management

  Customer Answer

  Date: 08/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22123750
  
  I am rejecting this response because: Normal wear and tear can not legally be charged for in the state of ********. See the links below. I also DID submit a request over email for the date of the inspection and was ignored.

  ******** analysis of "routine wear-and-tear": ***************************************

  Virginia state code of law indicating that charges and deductions from security deposits must exclude "reasonable wear and tear": *************************************************************************
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/08/2024

  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 moved in over 7 months ago and have multiple issues with my apartment maintenance keeps making different excuses and nothing ever gets resolved recently the maintenance manager cursed me out and the office worker hung up on me and his manager doesn’t return calls
  All I’m asking for is for the repairs to be completed

  

  Business Response

  Date: 08/16/2024

  Good Afternoon,

  This is in response to complaint #********.

  Thank you for sharing
  this feedback with us. Anthony, we acknowledge your concerns and appreciate you
  bringing this to our attention. Although unexpected emergencies can sometimes
  affect a scheduled service. It's important that our customers always know how
  much we value and appreciate them in every interaction. Please be assured we
  will review your experience internally to address the processes that caused
  these issues. We hope you will give us the opportunity to serve you better in
  the future, and we always welcome you to contact us should you want to discuss concerns
  further. 

  In regards, 

  Coastal Ridge Management

  

  Business Response

  Date: 08/16/2024

  Good Afternoon,

  This is in response to complaint #********.

  Thank you for sharing
  this feedback with us. Anthony, we acknowledge your concerns and appreciate you
  bringing this to our attention. Although unexpected emergencies can sometimes
  affect a scheduled service. It's important that our customers always know how
  much we value and appreciate them in every interaction. Please be assured we
  will review your experience internally to address the processes that caused
  these issues. We hope you will give us the opportunity to serve you better in
  the future, and we always welcome you to contact us should you want to discuss concerns
  further. 

  In regards, 

  Coastal Ridge Management

• Initial Complaint

  Date:08/04/2024

  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.

  Moved out as of July 12, 2024. I fixed/ filled all holes in walls - as I was told by the front office manager. I asked if I needed to paint the walls and they responded that I did not need to paint the walls - as they would be painting them after I moved anyways. So I insured all holes - existing ones from before I moved in - were filled. They are also trying to charge me for maintenance that I had a put a request in for. The oven - when I moved in was stained - and I submitted a request in their old portal (before they moved to the new portal) and they never came to fix it. I also submitted a request before moving (in the new resident portal) for them to fix the blinds in my unit. They cancelled all work orders before I moved and refused to fix things in my apartment. They are trying to charge me $320 and I would like them to remove these charges.

  

  Business Response

  Date: 08/05/2024

  Please find my statement with proof of work orders submitted with photos of charges.  We did request that any dispute be completed in in writing, all accounts will be *********************** on hold until the dispute is resolved.  I have not gotten to ******* before he submitted this complaint. Looking at the photos that I have included in this response, all charges will remain on his account.  I have also included our move out instructions that was emailed to all residents moving out and a physical copy was left in the lobby of our office for residents to refer to. 

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* ************* ***************** ******************************************************************** 23 July 2024 To Whom it may concern,My wife and I resided at The View On ***** apartments at ********************************************************************************************************** from July 2022 to October 2023.At the time we moved in it was managed by JSDI Celmark then, several months before we moved, the management changed to Coastal Ridge Real Estate.We had a one year lease but stayed on three months paying month to month with extra fees until we were able to move back to ***********On September 14th 2023 we gave a 60 day notice that we were leaving per their policy. That left us responsible for a partial rent payment for November 2023.Upon leaving ******** on November 1st, we stopped in the office for them to calculate what we owed for November and paid in person by check. We were paying for parking during our stay there but told them we would forgo parking for November since we werent going to be there..We had given them our new address with our notice that we were moving and our phone number remained the same.We heard nothing from them until we decided to phone them about our deposit in January 2024. The person on the phone was very **** and seemed to not want to deal with us and later emailed an invoice including charges for November 2023 rent and parking totaling $1715.34. Our previous months rent had been $1675.00 for the whole month everything included.We responded to that email and got no response. We mailed them a letter asking about these charges and included our documentation, cancelled check images, etc. There was no response.Were not sure how to proceed they dont want to communicate with us and we dont know where their numbers are coming from.Thanks,*********************

  

  Business Response

  Date: 08/19/2024

  Good Morning,

  This is in repsosne to complaint #********.

  We have located your payment and corrected the account. As of Friday, August 16th we have also canceled the collections notice.

  Regards, 

  Coastal Ridge Management

  Customer Answer

  Date: 08/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035103
  
  I am rejecting this response because: 
  We haven't yet received our security deposit back.
  Regards,
  
  *********************

  

  Business Response

  Date: 08/29/2024

  Good Afternoon,

  This is in repsonse to complaint #********.

  We have located your deposit of $1000 and are working with our accounting team to have this refunded.

  Regards, 

  Coastal Ridge Real Estate 

  Customer Answer

  Date: 09/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22035103
  
  I am rejecting this response because: 
  We have received a revised move-out statement via email, but as of 09/10/2024 we haven't yet received a check for our security deposit.
  Regards,
  
  *********************

  

  Business Response

  Date: 09/16/2024

  Good Morning, 

  Our records indicate the refund was issued on September 4th and sent to ********************************************************. Please let us know if the check still has not arrived.

  Thank you,

  Coastal Ridge Management

  Customer Answer

  Date: 09/18/2024

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