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: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.

  We have leased an apartment from Elevate Student Living at *** ***** ******** ******, *********** ********. The lease agreement initiated July 2022 through July 2023. Upon the expiration of the lease, Elevate Student Living LLC claims the apartment was not cleaned. We have numerous of photographs that clearly show the apartment was detailed and thoroughly cleaned. The living room, bedroom, bathroom, laundry room, and kitchen cleaned. Any dust that may have accumulated were completed removed and cleaned.
  
  Regardless of our cleaning efforts, we received an invoice that Elevate Student LLC is charging us for the lack of cleaning. We have made effort to contact Elevate with no success.
  
  If Elevate Student Living LLC continues to pursue this matter, we will be left with no choice but to discuss this matter with an attorney.
  
  Please refer to report from a local media at ***********************************************************************

  

  Business Response

  Date: 11/17/2023

  Hello,

  This is in response to BBB complaint #20676350.

  ********* ****** was a resident at 800 *****. His lease ended on July 31, 2023. At the time of move out, there were issues with our apartment management system, and consequently, charges were added to accounts in error. When ********* reached out to our office, we investigated his account and removed the unwarranted charges. After the charges were removed, ********* is now due a refund of $267.50 which will be mailed to his last known address within 30 business days. We apologize for the length of time it took us to rectify the issue. Due to short staffing, it took longer than expected to correct the issue. We sincerely apologize for any inconvenience our mistake caused.

   

  In regards,

  Coastal Ridge Management

• 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 into Deep Elm Apartment owner by Elevate Student Living on August 6, 2023. Prior to move-in, I paid a $300 “transfer fee” to transfer me from The Qube (another Elevate property) to Deep Elm. They also overcharged all of my roommates by double and charged my roommate double her fixed rent amount, which is $654. When I first arrived, the washer door was broken, the water heater was not functioning properly( had to get fixed twice), the ice machine didn’t work, there was mold in the microwave and the dryer, and there was trash in one of the rooms. The apartment very clearly was not walked through at all before we moved in. When my other roommates moved in, their keys and codes to the apartment did not even work. My roommate was not given a desk chair, as promised. Our tv remotes were not functioning. We also have an ant and spider infestation since we moved in and have complained and put in several requests to get the apartment sprayed for bugs and they still haven’t done so. They told us they would spray about a month ago and as of September 19th, they still haven’t sprayed for bugs. For two weeks from August 6th til about August 18th, they ignored countless emails, phone calls, and written notes of us complaining/ requesting maintenance. They blamed it on the office being closed, but the the office hours never match up with the times they are actually there. We were promised 24/7 gym access and currently don’t have access to thr gym after supposed office hours. The treadmills in the gym stop working after so long on them and the equipment is outdated. The utility management system has charged us each different amounts. My roommates are being charged $10 for this month and I’m being charged $66. During part of that period, our washer and showers were not in use and there was only one person living here, so thr amounts don’t match up. We’ve complained multiple times and put in countless requests, but nothing is ever done to ease our stress/struggles.

  

  Business Response

  Date: 11/17/2023

  Hello,

  This is in response to BBB complaint #20625978.

  ******** ******* transferred from one of our sister properties and did pay the $300 transfer fee that is outline in the lease agreement that she signed. When ******** moved in, there were issues with her apartment, however, all the issues were rectified. Please note ******** transferred apartments during the TURN process, so our response time was a delayed, as our staff was also focusing on cleaning, painting, carpet cleaning, over 300 units. This does not negate the fact that we dropped the ball on ensuring ********’s apartment was move-in ready. ******** received a new washing machine on 8/31/2023, pest control treated her unit on 8/28/2023, the ice machine was repaired on 8/16/2023, and the hot water heater was replaced on 8/13/2023. The hot water heater was repaired twice, and the third time we replaced the hot water heater. Additionally, the treadmills are operational in the fitness center and the key fob works on the front door of the leasing office, which allows residents to use the fitness center 24/7.
  
  After our initial student move in, we lost our staff and struggled to get adequate coverage in the office. However, since August 29, 2023, the office has had sufficient coverage from neighboring communities in different states. The office has been operational Mon-Fri but remains closed on Saturday’s as we are currently in the process of hiring permanent staff for the property.
  
  We reached out to the residents in the apartment on 10/4/2023, and the residents reported that there were no issues in the apartment at that time. We also issued Ms. ******** ******* a $200 electronic gift card for her poor move in experience.

  
  We acknowledge that the move in process for ******** was not up to our standards, we fixed the issues, and will continue to do so, to provide the best living and learning environment for not only ********, but all our residents.

   

  In regards,

  Coastal Ridge Management

• Initial Complaint

  Date:11/07/2023

  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.

  After paying this company almost $30,000 in rent over 3 years, they used fraudulent and provably false reasons to charge us $170 move-out fee. I have no reason to shirk a debt that is legitimately owed and the small amount should bear that out. However, we have proof that these charges are false/incorrect and have went to management with the proof but we were ignored. They have now sent us to collections. This is akin to fraud in my opinion.
  
  I am also filing a complaint with the state of Florida's Consumer Protection Division of the Office of the Attorney General.

  

  Business Response

  Date: 11/13/2023

  Hello,

  This is in response to BBB complaint #20838365.

  As all residents who moved out at the end of July, the team emailed to let them know to keep an eye out in their emails for the dispute link if they felt charges were not justified. Attached includes the activity log for Mr. ****** where you can see he received and read all of these emails. The Property Manager checked through the [email protected] email as well and saw he inquired initially on 8/6/2023. The team let him know that we would be emailing out a link in the coming days and to put in a formal dispute once received. Please see attached emails. The Property Manager did find that the son sent in an email on 8/3/2023 with a photo of the destroyed parking decal which we responded to and adjusted the FMO to remove that fee. The team never received a video of him turning in his fob in the office. 
  
  
  Mr. ****** then emailed again on 9/5/2023 in regard to the collections notice (letting him know it would go to collections 60 days from the time their final account statement was processed - which was 8/3/2023). The team replied to him multiple times and referred him back to the dispute link that we required anyone disputing to use and re sent the link to his son. He claimed they disputed, and we let him know that we had not received one through the link and they needed to use the link for us to be able to review it just like anyone else. After that response, he did not reply to that email chain. Please see attached emails. 
  
  
  Since the balance had not been paid within 60 days of the original FMO and no formal dispute was placed, it was sent to collections as of 11/2/2023 (The Property Manager had to manually send it as the system did not push it through on 10/3/2023, so he actually had an extra month to pay).

  In regards,

  Coastal Ridge Management 

  Customer Answer

  Date: 11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20838365
  
  
  
  I am rejecting this response because:  I offered to show the video to your staff.  They flatly rejected the offer.  This leads me to believe that they are unscrupulous and very poorly managed.  Like I said, $170 won't put a dent in my credit but even if it did, why would I hold out on such a paltry amount after spending tens of thousands of dollars with you people?  Does that make sense to anybody with even a small amount of honesty or ethics?

  You are in the wrong and if you'd like to see it, I can send the video of my son turning in his amenities card.  But you have to promise me to discipline the employee who was either negligent or dishonest and failed to notate the fact.
  

  
  
  Wholly unsatisfied and slightly disgusted,
  
  
  
  ******* ******t

  

  Business Response

  Date: 11/20/2023

  Hello,

  This is in regards to BBB complaint #20838365.

  We appreciate your feedback, but the video was never emailed to The Reef Team nor shown to us after moving out and during the time for disputes. With that, we emailed the link multiple times and informed you that a formal dispute would have to be put in, to which it was not. At this time, Hunter Warfield owes the balance due. If you'd like to reach out to them and provide the video, you can communicate with our team in regard to your request. If you dispute through them and we find that it was turned in, we will communicate any corrections needed with Hunter Warfield. 

  
  Although we are disappointed that you did not enjoy your time here at The Reef, we must treat everyone fairly and implement the same practices for each resident in regard to Final Move Out disputes and balances that are in collections.
  
  Kind Regards,
  Coastal Ridge Management

  Customer Answer

  Date: 11/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20838365
  
  
  
  I am rejecting this response because: you people are crooks.  Good luck collecting money I do not owe you.

  By the way, because of your greed, I talked another parent out of housing their young college student with you.  So, what comes around I guess...

  
  
  
  
  
  ******* ******t

• Initial Complaint

  Date:10/09/2023

  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.

  The Commons did not honor contract agreement. Contract stated 675/mo and ultimately charged 950/mo. because roommate's parents had a credit hold. Instead of notify us to act before rent escalation they increased rate above what was promised. No calls, no emails...They didn't return calls (voicemail was always full...they DID NOT return emails....They used Gestapo tactics and forced increase upon us when it was too late to find alternative housing. Their excuse was they only had 3 people to handle 1,000s of inquiries. Because they elected to be uderstaff I had to pay the penalty. Unscrupulous business practices.

  

  Business Response

  Date: 11/13/2023

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

  Unfortunately, we do not have a record of you in our system. However, we would be happy to explain our leasing process. Our community leases on a tiered rate system. This means that we are only allowed a certain number of leases a set rate to be signed before they are increased into the next tier. Once an application is approved, it is put into a que and a lease agreement is generated at a first come, first serve basis. Because of this, it is possible to submit an application for housing after observing an advertised rate only to receive a lease agreement at a higher rate. As for your request for application refund, our fee agreement states that all application fees are nonrefundable while the administration fee is only refundable if the request is received within 72-hours after you have made payment. As stated previously, we do not have record of your application and therefore cannot substantiate that you made a request for a refund within the time allotted per fee agreement terms. We apologize for any lack of communication as we dealt with an unforeseen demand for housing in the Knoxville student rental market.

  
  Please do not hesitate in reaching out directly to us should you have any additional questions. We can be reached at ************** and/or ******************************************
  
  In regards,
  Coastal Ridge Management

  Customer Answer

  Date: 07/03/2024

   

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or **************************** issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.  

  
  

  Complaint Type:
  Customer ********************************** Issues
  select
  Problem:
  I am attempting to pay them $1,144.77 which is comprised of the following: July rent ******, *** utilities *****, and June utilites ******. They will not allow me to sent payment unless I ALSO include ****** utilities of $80.00. The apartment rental was for a student...She moved out at the end of ***...However, The Commons decided to take ***'s utilities and apply the same amount to both months of June and July. First of all, most students (over 70%) moved out after the school year so how can they charge the the rates when it was occupied to the months when most of the units were vacant? It is a pure money grab. And the fact, they WILL NOT allow you to pay the legitimate amounts on time is SCAM...Second, July is not over so why do I have to pay early? When I asked for a copy of the usage, they hymn and awed and then suggested I call Conserve who handles the utilities. I called them and they told me to call The Commons. I am getting the run around...I know it is only $80, however, I do not and will not accept their strong arm tactics...If I don't pay what is legitimate along with the bogus amounts, I will be delinquent on everything and subject to fines and penalties. To not allow me to pay the legitimate amounts and further subject me to other expenses is tantamount to ******. This is not a legitimate way of doing business. It is a strong arm tactic that I will not fall prey to. I need your help.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Billing Adjustment
  Billing Adjustment
  select
  

  
  

  

  Business Response

  Date: 07/05/2024

  Good Afternoon,

  It appears this complaint is from last year, can you please confirm this is still unresolved.

  Thank you,

  Coastal Ridge Management

  

  Business Response

  Date: 07/09/2024

  The complainant is the guarantor of a resident with us. The resident has a lease with us that ends July 31st, 2024, making them responsible for rent and utilities through July 31st, 2024. Page 12, sections 4 and 5 of the signed lease agreement states, "You will be charged for the full period of time that you were living in, occupying, or responsible for payment of rent or utility charges on the dwelling. If you breach the Lease, you will be responsible for utility charges for the time period you were obliged to pay the charges under the Lease, subject to our mitigation of damages," "When you move out, you will receive a final bill which may be estimated based on your prior utility usage. This bill must be paid at the time you move out or it will be deducted from the security deposit." The full balance due for July is $1,227.77. This includes the following:
  
  
  -Base rent: $950
  -***** Liability: $13.50
  -Water Reimbursement (5/1/24 - 5/31/24): $16.26
  -Final Water Reimbursement (6/1/24 - 7/31/24): $32.00
  -Sewer Reimbursement (5/1/24 - 5/31/24): $26.22
  -Final Sewer Reimbursement (6/1/24 - 7/31/24): $51.59
  -Electric Reimbursement (4/18/24 - 5/16/24): $38.17
  -Final Electric Reimbursement (5/17/24 - 7/31/24): $100.03
  
  
  As utility bills are backdated to correctly reflect the usage at the time the resident lived in the unit, the final bills are averaged out based on previous bills. The utility bills are received by Conservice from the ************************ The bills are sent to the property manager for approval before being posted onto resident ledgers by Conservice. In cases of concerns over the amount, Conservice is the best contact to answer any questions, as we do not receive the meter readings, only the amounts. Lastly, the averaged out final utility bill is the industry standard. 
  
  
  Please let us know if there is anything else we can assist with.

  Customer Answer

  Date: 07/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20715050
  
  I am rejecting this response because: 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:10/03/2023

  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.

  Leased an apartment from this business at The Reef in Ft Myers, FL. Had to reassign the lease and complied with all requests to turn in keys, schedule an inspection, pay the reassignment fees and cleaning fees and now am being told I owe for another month because I did not complete the tasks within the correct time frame. I have been communicating daily with them and never received any information about a time line to not be charged for an additional month. Meanwhile, the new lease has been signed and will be starting 10/16/23, but I should pay for the full month in addition to the 85% of the rent plus $500 in cleaning fees I already paid? I am very reasonable and feel I met all the requirements that were asked of me in a timely manner, this is completely unfair.

  

  Business Response

  Date: 10/13/2023

  Hello,

  This message is in response to BBB complaint #20689472.

  ******* ******* (Guarantor) for ***** ******* reached out to The Reef Property Manager 9/1/2023 in regard to "cancelling" their lease. We informed them that we do not allow cancellations and that they would need to reassign per the lease. In that same response, we let them know that the reassignment fee would need to be paid along with any damages and that everything would have to be paid before we could send a lease to the new person. She replied with information for a reassignment, and we requested ***** confirm he wants to reassign since he is Head of Household. He responded and confirmed, so after that we sent the Reassignment instructions (9/19/2023). She replied the same day asking for next steps and we replied again regarding the process of reassigning. We then scheduled the reassignment inspection for 9/25/2023 and let them know once that was completed and all fees posted and paid that we could send the lease. On 9/26/2023 she emailed again wanting us to explain the charges and asked if he could move in on October 1st. At that time, the applicant had not completed all the necessary steps, so we let her know we were reaching out to him as well. Since payment wasn't made until 9/26/2023, we were not able to send the lease in time for an October 1st move in. We let her know this via email on 9/28/2023 and that ***** would owe October rent due to this since the reassignment wouldn't be able to move in until the 16th. After that, she continued to email and was very upset and threatened to file with the BBB and Florida Attorney General's office. We responded once more on 10/4/2023 and had not heard back since. 

   

  Carpet Replacement: $225
  Full Bed/Bath Clean: $100
  Partial Paint: $45
  Trash Out: $50
  
  Total: $420.00

• Initial Complaint

  Date:09/30/2023

  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’m being charged $100 because someone took pictures of my dog urinating in the grass.The assistant manager (*******) said my dog pooped in the grass and I did not pick it up.******* is liar.The pics clearly shows my dog urinating,not pooping.I’ve called the office several times to speak to him or the property manager.However they are never available.This is pattern with them.
  As stated my dog did not poop,so there was no poop to pick up.Whenever I take my dog out I carry poop bags for those times that they may poop.This particular time it was not needed.I refuse to be railroaded into paying a fine because of someone’s prejudice attitude.

  

  Business Response

  Date: 10/10/2023

  Hello,

  This is for BBB Complaint #20678305. Our Property Manager has received a complaint from a tenant who witnessed **** and his fiancée walking their dog, without picking up after the dog. This has been an ongoing issue as **** has received numerous complaints from multiple residents with no affiliation with each other.

  
  A Notice to Cure was issued with the fine, however the fine was removed from the account after speaking with **** and his fiancée as we were assured this would not be an issue going forward. 
  
  
  To our knowledge, this has been resolved. 

  In regards,

  Coastal Ridge Management

  Customer Answer

  Date: 08/05/2024

  Complaint Type:

  Billing or Collection Issues select

  Problem:

  On the move out statement Im being charged twice to replace mattress(two different amounts),I also being charged a replacement fee and a cleaning fee for some of the very same items.Im also being charged for painting the apartment.Painting is something thats done to all of the apartments when someone moves out,its part of their preparations for new tenants,not an extra charge for tenants moving out.Ive emailed and called to get some clarification.They havent responded to any of my emails or phone calls. Replacing mattress:147.42 Replacing carpet:114.61 Replacing blinds:16.25 Replacing blinds:20.00 Total should be $298.28

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Billing Adjustment

  
  

  Customer Answer

  Date: 08/12/2024

  Complaint Detail / Problem
  Complaint Type:
  Billing or Collection Issues
  Billing or Collection Issues
  select
  Problem:
  On the move out statement Im being charged twice to replace mattress(two different amounts),I also being charged a replacement fee and a cleaning fee for some of the very same items.Im also being charged for painting the apartment.Painting is something thats done to all of the apartments when someone moves out,its part of their preparations for new tenants,not an extra charge for tenants moving out.Ive emailed and called to get some clarification.They havent responded to any of my emails or phone calls. Replacing mattress:147.42 Replacing carpet:114.61 Replacing blinds:16.25 Replacing blinds:20.00 Total should be $298.28
  
  Desired Resolution / Outcome
  Desired Resolution:
  Billing Adjustment
  Billing Adjustment
  select
  

  
  

  

  Business Response

  Date: 08/14/2024

  Hello,
  
  This is in regard to BBB Complaint #********
  
  We thank you for bringing these billing errors to our attention. Due to the high volume of our work in the months of July and August associated with student move-in/out, responses from our on-site team may be delayed. We are committed to providing timely responses to all FMO disputes. After reviewing your statement and the photos associated with your move-out inspection I have made the following corrections
  
  Removed $114.61-duplicate charge for carpet replacement/carpet cleaning
  Removed $147.42-duplicate charge for mattress replacement
  Removed $20-duplicate charge for bedroom blind replacement
  
  Repainting walls due to normal wear and tear is part of our make ready process.Unfortantely, the damages observed on your move-out inspection exceed the threshold for "normal wear and tear." Therefore, that charge will remain on your move-out statement. 
  
  With the above adjustments, the new balance owed is $663.25.
  
  
  In regards,
  
  Coastal Ridge Management
  

  Customer Answer

  Date: 08/15/2024

  When is this settlement offer do?One e-mail notice says 30 days and another one says 60 days from date of email.

  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: 20678305
  
  I am rejecting this response because: When is this settlement offer do?One e-mail notice says 30 days and another one says 60 days from date of email.
  

  
  

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

  

  Business Response

  Date: 09/03/2024

  Hello,
  
  This is in regard to BBB Complaint #********.
  
  Thank you for your recent payment for your move-out damages. We apologize for any miscommunication that occurred in our messaging. Typically, charges are due within 30 days of move-out. Because of the high volume of accounts we are processing this time of year, the deadline for payments was temporarily extended to 60 days. At this time, your account reflects a $0 balance owed.
  
  In regards,
  
  Coastal Ridge Management

  Customer Answer

  Date: 09/12/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  **************

  **************************** 20678305

  Coastal Ridge Real Estate Partners, LLC

  Sep 12, 2024 11:30 AM

  
  

• Initial Complaint

  Date:09/15/2023

  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.

  Date of Final Balance: 09/07/2023: Total Charges: $465.00, Security Deposit $300.00, applied to charges, Final Amount due: $165.00
  
  I have lived at this community for 3.5 years, always paid my rent on time (which I can provide that proof), never caused issues with other residents, and always was honest regarding repairs. If you view the photos, I steam clean the carpets, scrubbed the bathrooms/floors, and removed all items from apartment in a timely manner. The charges the are asking to be paid are not right, these are normal wear tear and that happens after 3.5 years in an apartment. My pets also did not caused issues with chalk the talk about, that was the apartment being older and not maintained by the complex. I find it hard to believe that I caused 465 dollars worth of damage and still owe.
  
  Next complaint, if I do not pay in 30 days I am going to collections. Once again I have never missed a payment and told 30 days or collections. This community is not safe, their are many break ins, cars being trashed/damaged, and many property violations/vandalism around the community that never get addressed.
  
  I am asking they are investigated properly and to have my claim reviewed for a billing adjustment.

  

  Business Response

  Date: 09/20/2023

  Good Afternoon,
  
  After further review with the Property Manager, the charges
  on the move-out statement are accurate. During the walk through the following
  items were found; damage to patio and window blinds, additional cleaning needed
  to kitchen appliances, and sealing of the carpet due to pet stains found.
  Attached are the photos for reference that represent the condition of the
  apartment upon move-out. If additional time is needed to pay the balance, I am
  happy to connect with you on a payment plan.
  
  Thank you,
  Coastal Ridge Management 

  Customer Answer

  Date: 09/20/2023

  [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.  I am extremely frustrated with this place of business, so I will set up a payment plan of 10 dollars a month. 

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

• Initial Complaint

  Date:09/13/2023

  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.

  Recently moved out of a unit on 7/31/2023 and I received a charge of $720 with no itimezed billed initially on 8/03/2023 via email. They then put the itemized bill on the resident portal. Since then I have been in contact with management to dispute the claims. One of the charges was $338 for a carpet replacement which I noted was previously damaged before I moved in. They responded telling me that they charged the previous tenant for a carpet replacement to replace the stained carpet but now they are proceeding to charge me a carpet replacement fee to replace the carpet that was never replaced initially. I moved in on 8/06/2023 and asked for the to provide work orders for when the prepared the unit and they told me they could not provide this information. They emailed us a 60 days notice on 8/03/2023 that they will submit the debt to a credit bureau if it is not paid within the 60 days. However as of 9/05/2023 my guarantor contacted them regarding a payment plan the property manager responded and told the assistant property manager to handle it but we received a notice on 9/9/2023 that if it was not paid by the end of the day they would submit it to the credit bureau. And as of now it stands that they have “accidentally” submitted it to the credit bureau well before the initial 60 days we were given to handle the dispute. Another one of the charges were $260 for a sink replacement. I have expressed to them several times that I did not do any damaged to the sink and that the picture of the sink they sent me looks like a cosmetic design. I asked them when was the sink last replaced also and the ignored the question. They have also stated via email that the sink is not leaking but they are concerned over the future use of the sink and that is their justification. Which along with the carpet also violates wear and tear policies stated in the lease and via the law.

  

  Business Response

  Date: 09/14/2023

  Hello,

  This is in response to BBB Complaint ID 20599595.

  Please specify the property you're referring to.

  Thank you,

  Coastal Ridge Management 

  Customer Answer

  Date: 09/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20599595
  
  
  
  I am rejecting the company’s response because: they are not sure which property I am referring to. I am referring to Arlington cottages in Baton Rouge Louisiana student housing. 
  
  
  
  Regards,
  
  
  
  ***** ******

  Customer Answer

  Date: 09/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20599595
  
  
  
  I am rejecting this response because: I noted that there was a stain on the carpet not a burn. I also asked for work orders for the apartment before I moved in to prepare the apartment not after my tendency. The large tear was also not located in the bedroom it was under the door frame and in the natural separation from the stairwell carpet and bedroom carpet. I’m also refuting that sink is “cracked”. It was noted in an email that it “not normal” which she also stated “it is not leaking at this time but we are concerned over future use, the sink appears to be surface level and only issues with the enamel. It is also worth noting that she exaggerates the “crack” and contradicts herself by saying “it’s a massive crack” but also admitting “its not leaking”. That very statement is the definition of wear and tear. I’ve also asked several times for the inventory for of when the carpet and sink were last installed because both of those items are covered under wear and tear by Louisiana law. The response also does not address the issue that the resident before me  payed for a carpet replacement. In fact the statement tells me that they charge tenants for items that do not think really need to be replaced because I was told over the phone by Hannah and over email by Jessica Moblon that the person charged for a carpet replacement but this statement says the damage was not enough to replace the carpet. This is strange that you would charge someone for a carpet replacement and not use those funds to replace the carpet before my tendency. I’m asking clearly when the carpet was last installed and stating that the sink damage appears to be enamel which is covered under wear and tear especially because the assistant property manager Trisha Theriot admitted clearly in the email that it was not leaking at the time that I moved out and they are concerned over future use which is beyond my tenancy. There is no evidence that it is not normal besides the assistant property manager opinion.

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

  

  Business Response

  Date: 10/03/2023

  Hello, 

  
  This is in response to #20599595. 

  
  We cannot provide ***** ****** work orders prior to tenancy as they contain people’s personal information and there is a turnover process between tenants. 
  The tear in the carpet is not natural separation as shown in photos. 

  
  A cracked sink is not normal wear and tear. ***** is being charged for the damage caused during tenancy per the lease (items not noted on your inventory and condition form are considered your responsibility). 
  ***** was provided the invoice of the carpet replacement in August 2023 following tenancy. We do not provide you with information regarding prior residents final account statements or charges. If the prior resident had a dispute, they had a timeframe in which to address that as well. 

  
  In regards, 
  Coastal Ridge Management 

• Initial Complaint

  Date:08/22/2023

  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.

  I moved out of Arlington Cottages and Townhomes on July 25, 2023, one week ahead of my move-out day stated in my lease. I was charged for several damages that were either not from me or that Arlington claimed were from me yet were not there when my keys were turned in. I have attached my original move-out statement from Arlington Cottages and my response to these charges in email. Many of these allegations I have proof were not caused by me or are false charges claimed by Arlington. When I asked for clarification on these charges, I received no more information from them regarding why I was being charged. For example, I was charged $20 for what they labeled as "paint spots" on the wall. When I provided proof that at my time of move out, there were no paint spots on the wall other than damage left by construction done on the building (which Arlington stated we would not be charged for), Arlington just restated that there were mismatched paint spots on the wall with no more proof. Another example is the fact that I was charged $338.22 for "carpet damage" even though I had reported the damage shortly after moving in and requested a work order to fix it. Maintenance replaced part of the carpet and claimed they would return in a week or two to complete the work order yet never returned. I believe I should not be charged for this as it was a failure of Arlington maintenance to complete work orders in a timely manner or correctly at all. I was also charged for items my roommates left even though I turned in my keys a week prior and had no way to even access the unit after moving out. Arlington claimed it was still my responsibility to maintain the cleanliness of the unit even after I moved out. I was in a completely different state at the time my other roommates moved out on July 31st and again had no way to even enter the unit to clean as they state I was responsible for. I have attached all communication with Arlington over these statements and proof documentation.

  

  Business Response

  Date: 08/30/2023

  Hello,

  This is in response to BBB Complaint 20507166.
  
  The Property Manager reviewed your communication with the Assistant Property Manager as it relates to your move out charges. She did provide clarification and photos of the damages. These are also available to view on your Resident Portal. If you have a specific question or charge you would like clarification on, please reach back out to her for more details.

  
  We have no means to know who caused what issues inside of the common area. This is why all common area charges are split equally amongst the residents unless someone takes responsibility for the damage in writing. Residents are responsible for their unit through the end of the lease term, regardless of when they turn in keys. Your unit was walked on the 31st shortly before 2:00 pm, which is appropriate. This was also explained in the move out information provided on July 7th, July 19th, July 28th and prior.

  
  For the carpet, you were not charged for the patch maintenance did, but rather the additional damage. Photo is attached. If the damage was not on your inventory and condition form, even if you put in a work order for it more than 48-hours after move in, you still would have been responsible for the charge.

   

  Thank you,

  Coastal Ridge Real Estate

• Initial Complaint

  Date:08/21/2023

  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.

  My daughter moved in Terrace View Apartments on 08/19/23. Upon moving in (approximately 4 hours) we noticed in the bathroom a baby roach. Less than 24 hours of her moving in we had seen several mostly coming out of the bathroom and a few in the common area. A message to the property manager was sent on 08/19/23 in regards to the matter. I also, went to the rental office on 08/20/23 since they were open for business due to move ins. I advised one of the representatives of the matter and she advised that she will put her name on the extermination list for the exterminator comes every Tuesday. As she is placing her name on the the list, there were several complaints within the course of move in complaints of the same issue. This just doesn't sit well with me because I am paying over $1300 for this apartment and already seeing signs of a possible infestation. I left the leasing office and went back to monitor the apartment again before me leaving to head back home which is 5 hours away and yet I had seen a few more roaches before leaving. I went back to the office to ask why did you all not give the parents/students heads up that there is a roach issue or at least exterminator prior to student move-in. I was given a vague answer of oh we don't know unless the students tell us and we send maintenance out to check and we did an inspection ourselves and saw the issue but we have Dodson (never heard of them) to come out every Tuesday to spray the apartments. She also stated that my daughter was put on the list and can be put on the continuation list of pest control services if she continues to sees any after treatment. There shouldn't be an issue in the first place especially within college student apartments especially to this capacity. This is very unsanitary conditions and inhabitable living conditions. This is definitely not a good look for parents with first time student renters and not use to having their children living in such conditions.

  

  Business Response

  Date: 08/22/2023

  Good Evening,

  We do apologize that you have had to endure this as your move in
  experience.  We think all residents and parents should have a stress free
  move in experience and we are very disappointed that this was the experience
  you received.   Please feel free to call or email the leasing office
  so the manager can get the building and apartment number to ensure you receive
  treatment for this apartment and building.  Pest control happens every
  Tuesday at our property.  I can and will make sure your unit has been
  treated and this will continue every 5-7 days until we are all satisfied with
  the results from this.  Our pest control company did let us know that they
  can only treat at least every 5 days for this type of pest control due to the
  treatment used.  Again, I would like fix this issue right away, please
  reach out to us at ###-###-#### and ask for the Property Manager.  
  
  Thank you, 

  Coastal Ridge Real Estate 

  Customer Answer

  Date: 09/08/2023

  Problem:
  I have complained about this issue a few weeks ago (around August 22nd). I am at my wits end with this situation. I contacted the Property Manager Ms. ******* at Terraceview Apartments in Blacksburg. After talking with her in regards to the complaints, she set up a meeting with my daughter and discussed moving her into another unit in which a student was looking to sublett but apparently left some things in the apartment and does not know when he will be back to retrieve. She gave my daughter the option to move in a two bedroom permanently or temporarily until her apartment is clear of any bugs. They have had the exterminators come... one came in sprayed one area and had to call him back just for him to spray the kitchen under the sink and under the bathroom sink. Since then, my child was unable to lay on her couch and do her homework for roaches were then crawling on the chair and then cabinets. Someone at the leasing office ensured my daughter that Tuesday (8/28) that the exterminator was coming to spray the entire building... no one came to do anything... After advising the property manager of the situation that is when she set the appointment with my daughter. The maintenance men were supposed to come to cork holes to prevent them entering, they did a piss poor job if they did what they were supposed to do at all. They were supposed to had fixed her sliding door that will not lock, they did not fix that either but marked the work complete. My daughter has tried to follow through on where they are with the apartment. Now they cannot move her in the 1 bedroom, no update on the two bedroom, they want to put her in a three bedroom with two other female and a cat. I am starting to get the feeling that they are trying to sweep this under the rug and doing the bare minimum. The roach issue is beyond my daughters apartment. there is a possible infestation in that building and they dont seem to give a damn about the issue until someone gets sick or a building inspector comes in to assess the situation. At this point, I am disgusted and tired and the unanswered emails and the nonchalant attitude towards the issue baffles me. Something needs to be done asap because I will be heading there on Monday, taking off from my job to drive 5 hours to assess the situation and what is going on. I am a livid at this point.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Replacement; At this point, I would like my daughter to be moved to another unit that is roach free (one bedroom). If she cant be moved then the management will need to have to BUILDING BOMBED and FULLY EXTERMINATE with supervision . If this cant be resolved, I will be escalating the matter.

  

  Business Response

  Date: 09/15/2023

  Hello, 

  
  This is in response to #20499295. On September 12, 2023 a meeting was held with Ms. ****** and her daughter in person with the Property Manager. The tenant is going to relocate into a different unit until all treatments are completed in the one bedroom unit and all parties are satisfied with the resolution.  Work orders have been completed and on going treatments will remain in the unit along with any other maintenance issues that may occur.  The entire building has been treated and will continue treatments as well. 

  
  In regards, 
  Coastal Ridge Management