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:03/24/2024

  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 have filed several work orders for my townhome since october for this issue. We are residing in a domicile in two female residents and for months our sliding glass back door has been unsecure in its closure and locking mechanism. *********** repeatedly marks requests as fixed and will not rebate both roommates for increased heating costs due to the leakage caused by the back door. This company is predatory and exploits college students who have little experience with requirements for housing standards. My roommate and I are now living in a home with an unlockable, unclosable backdoor with poses a huge safety risk and we do not even feel comfortable residing in this space. *********** exhibits a habitual failure on the part of its residents and patrons. Our heating bill is higher than other residents with broken HVAC units and they offer no explanation. The thermometer repeatedly misreads the temperature of the room, ESPECIALLY at night. Yet, we have been told repeatedly that it is a fault on our parts. Inexcusable behavior and complete disregard for tenant wellbeing. Upon attempting to access my previous cases for work orders, it appears the management has deleted them from the system, no doubt to cover up their negligence.

  

  Business Response

  Date: 04/02/2024

  Hello,

  This is in response to BBB Complaint ********.

  
  Thank you for bringing these resident concerns to our attention and giving us the opportunity to address the situation. We would like to address each of these concerns individually to ensure clarity and resolution:

  Work Order History: We want to assure you that we have not deleted, nor does our system allow us to delete, any of the work orders that are placed . Our resident portal only displays the past 60 days of history, but we have records of all the resident’s work orders dating back to their initial move-in to the unit in August 2023.
  
  
  Patio Door Security: While we acknowledge that the sliding lock on your patio door was not repaired until 3/25/24, previous work orders marked as completed indicated that the door itself was functional and closed securely. This was not deemed a security issue as all our patio doors are also equipped with a "Jam Bar" that is an added security measure to prevent outside access.
  
  
  HVAC and Thermostat Concerns: Our records show that the last work order you placed regarding the HVAC was on 2/25/24. At that time, we replaced the batteries and confirmed that the temperature in your apartment matched the thermostat reading. The temperature gauge the resident used unfortunately is not a piece of equipment that is able to provide accurate room temperature readings, but when we used equipment designed for this purpose, our readings matched the thermostat.  Please see those photo’s attached.
  Utility Bill Adjustment: When the HVAC work order was placed in February, our office worked with the utility billing company at that time to reduce the resident bill to the floorplan average. We absorbed the cost difference at that time. 
  
  We want to assure you that we take the safety and comfort of our residents seriously and have addressed the resident’s door lock issue and HVAC concerns. As always, if the resident has additional concerns, our maintenance team is available to address any ongoing concerns promptly.
  Thank you for allowing us the opportunity to clarify these matters. We value our residents and aim to provide a comfortable living environment for all our residents.

  
  In regards,

  Coastal Ridge Management

  
  

• Initial Complaint

  Date:02/27/2024

  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.

  We have tried on multiple occasions to get the manager to contact us regarding the neighbors at The ***** apartments ******* Commons Circle Orlando FL. The tenants in building **, Apt ** have caused multiple disturbances, some of which have resulted in law enforcement being called out. The manager refuses to respond to messages left to address this issue.

  

  Business Response

  Date: 03/06/2024

  Hello,

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

  The Property Manager has been in communication with *******, the resident who resides in the unit. Per our plan, we have been tracking the noise levels and I am pleased to inform you that the noise has reduced significantly since we started monitoring it. I would like to assure you that we take such complaints seriously and our team is dedicated to ensuring that our tenants have a peaceful and comfortable living experience. Our team will continue to monitor the situation closely and take necessary actions if required. If you have any further questions or concerns, please do not hesitate to reach out to.

  In regards,
  Coastal Ridge Management

• Initial Complaint

  Date:01/25/2024

  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.

  On 1/5 a person sat in my couch and it broke . I immediately reported it via email as required to maintenance. There was not a support leg on the couch so it was bound to happen . Multi emails and calls were made about when someone would look at it - cause you could not sit on it. On 1/22 I received an email saying I owed a past due amount of 850.00 for residential damage and cleaning . I notified the office - still no response - I didn’t even know what the 850.00 was for cause it could not have been for the couch which is certainly not that expensive plus why would I be charged for a couch that didn’t have a support leg ? I have no knowledge of anyone even looking at the couch - if they did enter the apartment, I was not notified .
  I asked for the call to be cancelled on 1/25 as I was able to find someone who could fix the leg for under 50.00 . I finally got the first response refusing to take off the 850 charge - I don’t even know what I am being charged for - I want the charge taken off - there is zero reason why a charge of 850 was randomly put on my account with no explanation but past due

  

  Business Response

  Date: 01/30/2024

  Hello,

  This is in response to Complaint #21201208.

  
  On Friday, January 5, 2024, ****** ************ (Primary Resident) guarantor ****** ********** alerted the property management office that a very large person “plopped” on the couch in the living room and broke the couch.  Maintenance was dispatched regarding the broken furniture request.  On Wednesday, January 10, 2024, the maintenance supervisor marked the work order “awaiting part” for the unit.  After further inspection from the Maintenance Team, it was advised to the property manager that the couch was built properly and to its specifications.  On January 18, 2024, the Property Manager approved to replace the couch and charged $850 to the account. 
  
  Beginning the afternoon of the 23rd, Ms. ****** ********** began an verbal, text messaging, and email campaign to dispute the replacement charge.  On January 24th and 25th, ****** ********** was informed that the property manager was out ill and she would be contacted directly by the property manager upon her return.  On January 29, 2024, the property manager met with ****** ********** to discuss her couch.  ****** explained that a very large young man sat on the couch breaking it.  ****** asked if her brother could fix the sofa and it was explained to ****** that the maintenance team is responsible for all repairs and replacements.  The Flight does not allow outside vendors to work without prior permission.  ****** also added that she asked her mother not to get involved and nor report the broken couch.  She wanted to see if she could fix it, first. 
  
  At the conclusion of the January 29, 2024 meeting, the property manager offered to escort ****** to her unit with the Maintenance Supervisor to inspect and review the soda, personally, as a group.  ****** declined explaining that she was in a rush, her apartment was not presentable, and that she was packing to leave for Mexico for the remainder of the week.  Therefore, we can not review or inspect until she returns on next week.  The property manager asked to schedule an appointment and ****** advised that she will call upon her return to review the sofa as a group. 
  
  After meeting with ******, the property manager reviewed to double-confirm the price for the sofa.  The property manager noticed the cost of the sofa is $530 versus the $850 charge.  The property manager adjusted the charge to $530 and called ****** ********** to advise and update her on the change of the charge.  The manager then advised ****** via voicemail and text messaging. 
  For additional context, our call records indicate that ****** ********** called to discuss her sofa and the charges.  Her call was answered each time in the records below:
  
  The full timeline is as follows:
  
  Date Activity Response
  1/5/2024 D. ********** reported that her daughter's sofa broke due to a larger person sitting on it. Work Order Submitted
  to Maintenance
  1/10/2024 Maintenance assigned the
  work order to "Awaiting Parts" Pending repair of sofa by
  Maintenance Supervisor
  1/18/2024 Property Manager was advised the sofa was properly installed.
   However, it received damage outside of normal wear and tear. Property Manager agreed to replace the sofa, at cost.
  1/22/2024 D.********** called the office at 10:27 am to discuss the charge. She left a voicemail.
  1/22/2024 D.********** called the office at 11:15 am to discuss the charge. She left a voicemail.
  1/24/2024 D.********** called the office at 4:19 am to ask for the work order to be cancelled. Spoke with staff regarding cancelling the work order.
  1/25/2024 Emailed Assistant Property Manager to remove charge at 4:02p Was informed, in writing, that once the Property Manager returned, he would contact her
  1/25/2024 Emailed Regional Property Manager to remove charge at 6:36pm Regional Manager began in investigation at 7:47pm
  1/26/2024 Texted with team requesting the charge to be removed Was informed the property manager would contact her on Monday at 9:37 am
  1/26/2024 Emailed the corporate office to remove charge at 9:05 pm Property Manager continued the investigation on 01/29/2024
  1/29/2024 Property manager met with Primary.  Advised that she will contact property manager in 1 week because she and her parents were leaving for Mexico the following day.
  
  

  In regards,

  Coastal Ridge Management

  Customer Answer

  Date: 02/13/2024

  
  ****** ******** <**************************>
  Attachments
  Feb 9, 2024, 1:05 PM (4 days ago)
  to [email protected], Debra
  
  Good afternoon,
  
   
  
  Please see/review attached complaint #21201208.
  
   
  
  Thank you. We look forward to hearing from you!
  
   
  
  ***** **********
  
  ****** ********, Inc.
  
  BBB A+ Member Since 2002
  
  Merchant Services Liason
  
  Call or Text ###-###-####
  
  Fax ###-###-####
  
   

   

   

  BBB #21201208 

  Timeline 
  1-5-2024- work order was submitted for 
  #8460698 
  COUCH- 
  worked order assigned to Justin Madison 
  Ano other Notification- 
  1-8-2024-text sent saying the order was cancelled 
  1-8-2024-I put another work orderin 
  #8462308 
  SEE Attached 
  page! + page 
  $3 
  Report given to BBB states 1/10/2024 the COLCH was Awaiting Part's 
  1- NO Notification was given to anyone about this 
  2-This is A clear statement per the flight that the CCLCH just needed a part 
  Flight states Prop mar said she was 1-18-2024-ADVISED the sofa 
  was properly installed & agreed to Replace At COST 
  -We Were NEVER Advised of any of this Even though multiple calls were placed asking for the status. 
  BBB # 
  21201208 
  1-22-2024 
  $850 charge was sent 
  with a past due notice. the onl explanation was Resident Damage 
  Cleaning fee. 
  SEE Attached G 
  1-22-2024-As stated per the Flight Multiple calls left on Voicemail 
  NO RETURN callo 
  1-23-2024 
  EMail Sent to The Flight 
  1-23-2024 
  See attached (5) 
  TEXT regarding couch Saying it was completed. 
  1-24-2024 
  SEE AHACHED (6 
  COUCH was Not fiXED Nor replaced -Had a repair guy look of COLILM - WE decided to fix it on our own and stop dealing 
  with the lack of communication. with the flight. 
  The Flight has this noted in their -report to BBB 
  SEE Attached G 
  BBB #21201208 
  1-25-2024 
  EMAIl Submission sent to Flight to follow up with work order 
  Cancellation 
  Attached (9 
  SEE A Hacmed 8 
  ?????? 
  further text with the Flight 
  Told to EMail 
  1-25-2024 
  Flight states, an email was sent and we were informed in writing, 
  9 the that once COLE returned who is the property MGR would contact us. 
  -Another false statement from the flight. See attached (10) 
  This is the email sent - there 
  is nothing about her being gone, only that the charge corld not be deleted. 
  - 1850 charge 
  COUCH, Not fixed or replaced at 
  this point 
  -lack of coMMUNICATION 
  -the work order was cancelled, 
  ?? 
  #21201208 
  1-26-2024 
  Flight states corporate office 
  (4 
  was NotifiED to remove the charge. 
  -This was never Removed 
  WE paid $850.00 
  1-29-2024 
  Property Mar did meet with ****** (primary) and this was to be further glisscussed upon the return the following week fROM Mexico. 
  There was 
  a credit balance of $300 put on the account. No Explanation 
  Attached 11 
  given..... 
  Upon return 2/3/2024- There was either a new Couch base OR the broken COUCH was fixed and placed in the apartment We received No Communication there would be anyone entering the apartment or what exactly was done. 
  We would like the remainder of $530.00 credited back that was paid. 
  ****** & ***** ********** 

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved out of the gateway lofts lansing managed by this company I received the move out statement which indicated that I would be refunded the $896.66 deposit check. I received the move out statement on September 25, 2023 and as of this date I still have not received any progress on the refund of the deposit check.

  

  Business Response

  Date: 01/19/2024

  Good Afternoon,

  After further review, it appears there was no forwarding address on file and the refund check was sent to the apartment. If you can provide a forwarding address, we would be happy to re-issue the refund check.

  Thank you,

  Coastal Ridge Management

• Initial Complaint

  Date:01/16/2024

  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.

  Arlington Cottages charged an 150.00 application fee to simply email me an application. Upon completing the application, then doing my due diligence on the complex, I decided not to rent from Arlington and never followed through with renting from Arlington. I contested the charge on my credit card because Arlington never never incurred any cost by sending the application, nor did they ever run any background or credit checks. Subsequently, I got a 200.00 bill from Arlington for the application fee and an administrative fee. Application fees are covered under law to recoup charges incurred by a lessor. In this case, no charges (background or credit checks) were incurred by Arlington. As such, no application fee should be charged. The practice of charging $150.00 for simply emailing someone an application, in my opinion is a predatory leasing practice. It is also my opinion that Arlington operates with unscrupulous business practices. While we all know that all the apartment complexes in the area stay rented because of a lack of housing, please think twice about renting from Arlington Cottages.

  

  Business Response

  Date: 01/22/2024

  Hello,
  This is in response to BBB Complaint #21149318.
  
  After reviewing the account, the application and administrative fees are valid. ******* applied on October 25, 2023, completing her application which includes paying the application fee and administrative fee. At that time the application was open and being worked on our end by the leasing staff. The screening does not negate the completion of the application process; rather, the completion of the application is what allows the screening process to take place. Attached is the completed application that was signed by *******. The leasing team conducted follow up on numerous occasions and the request to cancel did not happen until December 11, 2023. On December 18, 2023, the Property Manager communicated with ****** in regard to the dispute over the fees. At that time, she provided all documentation showing that the application was signed and completed.
  
  In regards,
  Coastal Ridge Management

• Initial Complaint

  Date:01/07/2024

  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.

  I am writing this letter to formally request reimbursement for $1698.00 rent I paid on 12/1/23 as ******* was unable to stay in the apartment and for the charge of Reassignment Fee I paid on 12/12/23. On 12/11/23 we informed your management that ******* ******** apt 1321B was moving out.
  ******* had to move out as a result of untreated mold issue in his room, we made a report to maintenance on 11/17/23 and as of 12/22/23 the day ******* moved there was still untreated mold issues in his room. I have incurred medical expenses on top of having to pay the $1698.00 for cutting *******’s lease short and not being able to reside in the aprtment.
  To date, I have made a request upon move out that I not pay this fee and I was told “its in the lease” with no person considering the fact that my son still has 1 semester to attend school and now has inconveniently had to move home because he was getting severely ill from the untreated mold issue. This lack of communication and care to the problem is unprofessional but also in breach of Florida housing laws. I have documented communications, unprofessional responses from your team example where maintenance blamed my son for the mold by telling him that it was his hair stuck in the vents in lieu of acknowledging the impossibility of that and that it was mold. Photos of where maintenance painted over the mold in November and 2 weeks later the mold was seeping through again – showing it had gone untreated and was only covered up.
  I kindly request reimbursement of the $1698.00 no later than 1/15/2024.

  

  Business Response

  Date: 01/16/2024

  Hello,

  This is in response to BBB complaint #21107236.

  Mr. ******** entered one work order request #******* on November 20 for mold in his bedroom a/c vent. On November 22nd the Maintenance Supervisor visited his apartment with a moisture reader, as shown in the pictures provided no moisture was indicated. An elevated level of moisture reading is 16-20%, the levels read in Mr. ********s unit was 3 -3.2%. The maintenance supervisor scheduled an a/c duct cleaning with a third party and replaced the vent. No other resident in this 4x4 floorplan has communicated to management regarding mold. As of yesterday, January 15th there are no signs of mold. 
  
  Attached are photos of Mr. ********'s apartment regarding the state of his bedroom and the condition he left his apartment after moving out. 

  In regards,

  Coastal Ridge Management

  Customer Answer

  Date: 01/29/2024

  
  ******* ******* <**********************>
  Jan 26, 2024, 7:13 PM (3 days ago)
  to ******
  
  No they have not in lieu of any contact they sent me a warning that if I didn’t pay them another $400 they were sending me to collections. I truly don’t think the corporate office is talking to the apartment office
  
  ******* *******
  Sent from my iPhone

  

  Business Response

  Date: 02/01/2024

  Hello,
  This is in response to BBB complaint #21107236
  
  Thank you, ******* for reaching out to us regarding your concerns about the charges for early move-out and the mold issue in your son's unit at the Verge. We understand your frustration and would like to address your concerns in a professional manner.

  
  Regarding the early move out charge, we would like to inform you that it was clearly stated in the lease agreement that early termination would incur a fee. As such, we are unable to refund the amount charged.

  
  Regarding the mold issue, we apologize for any confusion caused by the miscommunication in the title of the maintenance request. However, upon reviewing the attached pictures, we can confirm that the issue reported was related to ventilation and air conditioning, rather than organic growth. Our maintenance team promptly addressed the concerns raised and took necessary measures to ensure a healthy living environment.

  
  We understand that your son's health concerns were the main reason for the move out. We empathize with his situation and sincerely hope that he recovers soon. However, it is important to note that we have been providing accommodation for your son since 2022 without any major issues. This particular incident was an isolated occurrence, and we took immediate action to rectify the situation.

  
  While we appreciate your feedback about other parents and children reporting similar issues, we can assure you that we take every complaint seriously and address them accordingly. We strive to resolve all concerns in a timely manner and provide a comfortable living experience for all our residents.

  
  In conclusion, we regret to inform you that no refund will be given for the early move out charge. We encourage you to reach out to us if you have any further concerns or questions, and we will be more than happy to assist you.
  
  
  In regards,
  Coastal Ridge Management

• Initial Complaint

  Date:12/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at Brackenhouse, managed by real estate company Coastal Ridge. When my tenancy agreement terminated, Brackenhouse sent me a close out statement indicating $200 they owe to me as refund. It’s been over four months and I have not received the refund check. I have email trail where they kept indicating check was going to be mailed, yet to date no check. On top the staff were extremely rude. I even complained to the CEO and CFO of parent company Coastal Ridge, and received no response.

  

  Business Response

  Date: 01/12/2024

  ****** ********
  Wed, Jan 10, 4:18 PM (2 days ago)
  to me, *****
  
  ******,
  
   
  
  I am working with our accounting team to get an answer on the refund.
  
  I should be able to respond shortly.
  
   
  
  Thank you,
  
   
  
  ****** ********
  
  Senior Marketing Manager
  
  Direct: ###-###-####

• Initial Complaint

  Date:12/09/2023

  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.

  Upon signing my lease with Bracken House, I decided to have my payments to them reported to the credit bureaus with a monthly charge of $ 8.00. I have been paying my rent and services since September/2023 and so far, I have not had any reports on my credit. I contacted the management on Nov/27/2023 through their message system and was notified that they would look into it. I am still waiting for a response. Nothing has been done, and all my payments have not been reported, despite my monthly payments of their charges.

  

  Business Response

  Date: 01/05/2024

  Good Afternoon,

  On January 4th Roberto was able to connect with Yulia Nikitina and the issue has been resolved. At this time, payments are now being sent to the credit bureaus.

  Thank you,

  Coastal Ridge Management

• Initial Complaint

  Date:12/06/2023

  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.

  My son, niece and another lady have a year lease with West Run. They are forced to room with a male stranger. The ladies signed a coed approval because my son being family rooming in a quad situation. We approached West Run about placing a male with the other 2 girls. West Run said they signed a waiver and it couldnt be rescinded so they have the right to place anyone. First 6 weeks were fine, then he started being confrontational and yelling. He spit in our son's food and wanted to fight our son, while he held a knife. The girls are afraid. The girls have a temporary restraining order after calling 911 twice, but West Run will not assist police in relocating this individual. The girls are worried and my son is there to help protect them. My complaint is that West Run is not providing a safe environment .

  

  Business Response

  Date: 01/08/2024

  This is in response to BBB Complaint #********
  
  Our management team takes all matters seriously and would like to address the issues raised.
  
  Upon being informed of the roommate dispute, West Run promptly offered all residents the opportunity to transfer out of the apartment. Despite the complainant's allegation of police involvement, our attempts to obtain a corroborating police report were unsuccessful. Consequently, we informed both parties involved that such behavior is unacceptable, and eviction proceedings would be initiated if warranted. However, as of December 5th, 2023, West Run received a Temporary Protective Order against the alleged resident and facilitated a transfer. Please see the attached screenshot which shows this transfer being approved the same day we received the Temporary Protective order. (December 5th, 2023)
  
  Regarding the unit's designation as "co-ed," this arrangement is contingent upon mutual interest and agreement between male and female residents. Changing the unit to a non-"co-ed" status would require the exclusion of males, a decision contrary to the current residents' preferences. Additionally, the recent resident transfer has effectively resolved any lingering issues within the unit.
  
  Given the circumstances and the immediate steps taken to address the situation, we assert that the $400 request should not be applicable, as the resident transfer was promptly facilitated upon receipt of the Temporary Protective Order. We kindly request the dismissal of the complaint, as the matter has been resolved.

  In regards,

  Coastal Ridge Management

  Customer Answer

  Date: 01/18/2024

  [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,
  
  
  
  ******* **********

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in to one of their apartments in April of 2022 and took over the lease of another tenant who was moving out. The apartment was filthy, was not cleaned or revisted after the other tenant had moved out. I called and got ahold of an employee named ****** who said that I had taken an “As Is” sublease, which means I’m just subleasing the apartment as is. I thought that maintenance was now under me, that I’m the one to report problems. What I didn’t know until I recently moved out in July 2023 that an “As Is” sublease means that you are responsible for all of the other damages from the tenant before me. I called and tried to report all of these when I moved in, but ****** told me that the previous tenant filled the move-out sheet out when she moved and that they had all of the information. This was a lie. Now, moving out in July, I was charged $630 in move out fees due to Elevate failing to inform me that all of the damages from the previous tenant were my responsibility after I’d already signed my lease. I even asked their maintenance workers on the property about the charges and they said it was completely ridiculous and that I should fight the charges. I’ve tried calling Elevate MULTIPLE times, have emailed them just as much, and have gotten no response. Yet, they’re able to send me reminders about the impending charges that will get sent to collections next week. When I go in to talk to someone, they say that they are only taking inquiries over the phone or email, yet the continue to ignore all attempts to contact them. Please help! I shouldn’t be charged $630 for damages and problems they knew about when I moved in but failed to tell me about and tell me that I was responsible for. If I would have known that, I would have NEVER lived there.

  

  Business Response

  Date: 11/17/2023

  Hello,

  This is in response to BBB complaint #20700680.

  800 South is a student property in Springfield, MO. Most student properties move in all their residents on the same day, and move them out on the same day. Before our residents move in, in August all units are painted, cleaned, carpet cleaned, and our maintenance team repairs all maintenance related issues. If a current resident wishes to be released from their lease agreement, they are required to find a relet. The relet will assume all responsibility for the apartment they are taking over.
  
  ********* moved in to 800 South in April because he relet an apartment from a previous resident. When he moved into the apartment he, accepted the apartment as is. ********* should have signed the relet form this for specifically states, I understand that unless I pay the applicable transfer fees to be relocated to a different apartment withing the property, that my apartment S-C-203 and my bedroom will be taken AS IS on 4/18/2022, and will not be cleaned, painted, carpet cleaned or repaired prior to move-in.
  
  ********* accepted the apartment “AS IS”.  However, we did issue ********* a credit, and he should have received a refund of $267.50. There were some unwarranted charges on his account that have been removed. Since ********* had already made a full payment for his move out charges, we are crediting him $267.50, and he should receive that payment within the next 30-45 business days.

  In regards,

  Coastal Ridge Management