Complaints

This profile includes complaints for Redwood Living, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Redwood Living, Inc.

  7007 E Pleasant Valley Rd Independence, OH 44131-5543

  
• 

  Redwood Management Co.

  1254 Marks Rd Apt A Brunswick, OH 44212

• 

  Redwood Management Co.

  5777 Coneflower Dr Medina, OH 44256

• 

  Redwood Management Co.

  1141 Mindy Ln Apt A Wooster, OH 44691

• 

  Redwood Management Co.

  8282 Lakeview Dr Macedonia, OH 44056

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:08/18/2023

  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 completed my move in inspection to Redwood. I put several and very detailed damages to both the carpet from pets, and on the corner of the counter.. at move out inspection, which was today 8-18-23, ******* said that “I would have never moved you in here with this pet damage” and I said to her that she did. She gaslighted me into thinking I was crazy even though I put it all on the move in inspection. She explained they came and cleaned my carpets and I told her they never came and cleaned them. They never fixed the corner edge either.. She said I would be charged for both rooms $500 each and for a couple blinds, $3 each. I even said I would replace the blinds, she wouldn’t let me. I did not sign off on the carpets, she then explained that I had 3 days to turn in my move in sheet and my ESA could have done the damage then. My ESA was not even there, I moved from Missouri and she stayed behind during the move. She then said I would be paying for the oven and the bathrooms, when I did in fact clean them. I am not a professional cleaner but I did clean this apartment. They came in and immediately ripped up the carpets like they knew what they were looking for. This is a scam, not only that but then completely ignored my move in inspection sheet. I was shaking because she lied straight to my face about the corner of the island damage. I will gain an attorney if I need to and spend much more than 1,000 to have justice for this and they I was treated at move out. There were pet stains on the carpets and I listed it on the sheet. There was only 1 place for carpets and it is listed, not only that, the chewed up cabinet is on there as well. I am not letting them scam me for my deposit. And I even told them I wanted to compare it to my move in inspection and she wouldn’t sign that it was already there but signed it on move in!!!! Scam!!

  

  Business Response

  Date: 09/01/2023

  Hello *****,

  We’re sorry your move-out experience did not meet your expectations. We understand that you have spoken to the regional manager regarding your move-out walkthrough experience. She will review your account and make a determination on what charges may be due. Please understand that it takes about 30 days to process the move out and we will review any damages and prorate for carpet (which only has one year left on its lifecycle). Any funds owed will be deducted from your deposit and we will then process any reimbursement that we owe. We appreciate your patience while we review your account. Thank you.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lived in a redwood apartment in Medina that was at the front of the development. People continuously entered our apartment thinking it was an office and model. We complained multiple times. The only thing management did was put up a tiny sign out by the common parking that gave the phone number for the office. Our second to last month there, a maintenance person unlocked our door and came in thinking it was an office while I was sitting on the couch in my underwear. This was completely unacceptable so we moved out. I refused to pay the last months rent because my right to privacy was violated. Redwood continuously files to my credit report that I owe them the last months rent. This is completely unacceptable and I feel that they are open to a law suit due to my complete invasion of privacy and the embarrassment that I went through being mostly naked and having their employee unlock my door and walk in unannounced.

  

  Business Response

  Date: 08/04/2023

  *** ********, We're sorry you had a negative experience while living in Redwood Medina. When you moved out in October 2018, you were informed of the fees required for early termination. This information is also included in your signed lease. After you vacated, numerous attempts were made to reach you for payment, and a small concession was made as a good-faith gesture. Our team clearly communicated the payment deadline and next steps, and once that date passed, your account was sent to collections. Although you remain unsatisfied, this is no longer a matter for Redwood. The collection company is in full control, therefore we recommend working with them directly to make a payment or dispute the charges.

• Initial Complaint

  Date:06/12/2023

  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.

  Upon move in, we paid the required $500 security deposit. Before move out, inspection was conducted with the redwood inspector noting “the house looks good” and only noted one issue with damaged siding (which we acknowledged and will happily pay to replace). Now we have a bill of over $600 from them claiming the carpets in the entire house were soiled and needed replacing. In addition, they claimed the carpet was soiled in the spare bedroom which went unused for our entire 2 year lease. Upon asking for proof of these damages, redwood refuses claiming it’s “proprietary.” We are seeking PROOF of these “damages” before simply handing over this lump sum and forfeiting our security deposit in whole.

  

  Business Response

  Date: 06/16/2023

  ** *******,
  We always want our residents to have a great experience and it looks like that didn’t happen this time. The requested proof of carpet damage is attached, along with proof of installation before your move-in in April 2021. Since the carpet was new and installed upon your move-in to the apartment home, the charges remain valid and due.
  

  Customer Answer

  Date: 06/21/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me. Had these images been provided when we initially requested them on June 12th, this complaint would have been unnecessary. Shame on you for being secretive and shame on you for forcing us to replace the carpet in the entire home when neither the master bedroom nor bathroom was affected. Hopefully something will change and you will stop your unethical practices. It's no wonder you have so many vacancies.   
  
  
  
  Regards,
  
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  Date:05/10/2023

  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.

  On April 12, 2023, I spoke with ********** *********** at Redwood Kannapolis, NC. Having had a bad experience at a sister property, I was extremely careful and specific with my questions. Antoinette showed me unit *****. I liked it, told her my move in date would be 5/27 and I would like a 24 month lease. No problem. We went to the office and I presented all of my financial documentation. She calculated my income and compared it to their requirements and said all was well. I asked who would be reviewing my application and she stated it would be herself. No problem. She also stated that if I applied within 24 hours I would receive a "lucy-lu"(?) which meant my $75 application fee would be applied to my account and the $250 admin fee would be waived. I went home to complete the application, but it did not show the move in date or lease term correctly. She responded by email saying "I can correct all of that. I will try to have that corrected by the time you get off of work but either way I will have it correct by the time you move in." 24 hour time was an issue, so I submitted the application and paid $75. The next day I received an email: "give me a call regarding your apartment floor plan.". I asked the problem with the floor plan and was told "because you want to move in on 5/27, the breezewood that we toured, we cant hold that particular one for that long; however, if you can move in on May 15th I can still give you the breezewood floor plan but it would be in the building below. My response: "Yesterday morning you said there was no problem. Now that I have paid $75 to submit the application, why is it a problem?". Her response blamed upper management and computer difficulties. When I said I wanted the unit I was promised, my application was immediately denied without further explanation. I believe this is a clear case of bait and switch. Complete emails are available on request and further reinforce the unscrupulous dealings with this company..

  

  Business Response

  Date: 05/15/2023

  Ms. ******,
  Thank you for taking the time to share your feedback about your experience at ******* ********** *******. We're sorry to hear that you've experienced anything other than our high standards of customer service. We’ve spoken to the onsite team, and although you provided financial documentation, the proof of income didn’t have your name included on it, therefore it was insufficient.  Our team sent several requests for a PDF file rather than a screenshot and never received a response from you. We understand this was also an issue at a sister neighborhood. Regarding the “Look and Lease” special, restrictions were in place for move-in by a specific date, which was unfortunately not within your time frame. If you would like to discuss your experience further with a member of management, please reach out to ***************************

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  At no time was I given the option to change my move-in date or any other details to secure *****. My only option was to change to a different unit. I was not even told that the second unit had move-in date issues. Furthermore, I was asked for documentation which does not exist (paystubs showing week start date and end date). The documentation submitted clearly showed a pattern of weekly end dates. When I received a voice mail from "******" saying that I was due to move in in a few days (approximately April 24) and she needed my bank records, it became apparent that nothing that had been told to me was accurate. When I questioned why this was happening, THAT was when my application was denied without explanation. Again, I did everything that was asked of me when I applied, but it was not reciprocated on the part of Redwood. When I questioned the changes, I was denied without explanation and to this day there was no reason given for me not having the opportunity to rent the unit I was shown or reason for denial when the documents submitted clearly show that I meet the financial criteria. Again, this was all presented to ********** BEFORE I paid the $75 and I was told everything was fine. Redwood changed everything AFTER I paid the $75 and, as a result, I feel entitled to a refund.
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/16/2023

  Ms. ******,

  Once again we apologize that your experience at ******* ********** ******* was not a positive one. After reviewing the documentation we have on file, we have decided in good faith to refund your $75 application fee. If you are satisfied with this resolution, please indicate as such on this complaint, and we will process your refund. Thank you.

  Customer Answer

  Date: 05/16/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ******
  
  
  
  
  

  

  Business Response

  Date: 06/12/2023

  According to our records, Ms. ****** disputed the charge with the credit card company, so the $75 transaction has already been returned via the bank. Please see attached.

   

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I disputed the $75 charge on my credit card on April15 and was initially given a credit while the issue was investigated by the credit card company. On May 5th I was notified the charge was reinstated as a result of Redwood's response to the bank, stating I had not cancelled the application in accordance with their cancellation policy.  As a result, I filed my complaint with the Better Business Bureau. The $75 refund to resolve this issue has not been received. 
  
  
  
  Regards,
  
  
  
  ******** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 06/19/2023

  Our ledger clearly states the the transaction was disputed, therefore Redwood never received a payment of $75. Any desired refund needs to be requested from the credit card company directly.

  Customer Answer

  Date: 07/12/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer reached out to the BBB on 7/6 stating that the refund check had not been received. The BBB reached out directly to the company's contact via email looking for an update. As of today, the BBB nor the consumer has been provided an update on the check. 

  

  Business Response

  Date: 07/12/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi there ******,
  
   
  
  This is taking a ton of time and resources for a $75 refund. I literally just found out this morning that the check will be mailed tomorrow to the following address:
  
  *** **** **** ***** #***
  
  ********* ***
  
   
  
  I hope this will finally close this case. Thanks.

  Customer Answer

  Date: 07/19/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The check was finally received on 7/18. 
  
  
  
  Regards,
  
  
  
  ******** ******
  
  
  
  
  

• Initial Complaint

  Date:03/18/2023

  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 redwood apartments in October 2022. When I moved out I assumed I would be charged for some damages (2 bedrooms of carpet and some trim) and that some of it would go beyond my $500 security deposit and I would have been fine paying that. I never received any list of damages or bill from redwood apartments despite leaving them my address and them already having my email and phone number. I assumed they kept my security deposit and pet fee and called it a day. Then on March 12, 2023 a collections account from them appeared on my credit history for $4923. There's no scenario where the damages could have possibly added up to that amount and I was up to date on rent and utilities. Also regardless of if it could have added up to that amount, Ohio law states they have 30 days to send an itemized list of damages to be allowed to collect on it which they did not.

  

  Business Response

  Date: 03/31/2023

  Ms. *****,

  Thank you for taking the time to share your feedback about your move-out experience at Redwood Dublin. Ohio law provides that an itemized statement concerning security deposit deductions must be delivered within 30 days if a tenant provides a forwarding address in writing. In this case, no forwarding address was provided in writing – therefore, landlord was left with no choice but to send the itemized statement to the only known address; that mailing was returned as “refused – unable to forward”. If you would like a copy of your move-out statement, please reach out to [email protected] with the request and we will happily provide documentation.

• Initial Complaint

  Date:02/12/2023

  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.

  I moved into Redwood North Ridgeville in April 2021 with a 2 year agreement that I legally terminated early on November 9, 2023 due to me purchasing a home. I notified the property manager ******* ***** that I would be moving out and we signed an early lease termination agreement. Within this agreement I was required to pay rent for the 1st nine days of November, retain all utilities in my name until 11/9, and charged an early termination fee of $2058. I informed the property manager that I would be late on paying the early termination fee, but all other fees and costs had been paid. She stated my account be turned to collections for the balance due. When I cleared out the apartment on 11/7/2022, I also turned in my keys and remotes as I had to work on Monday & Tuesday and wouldn't be able to turn in these items before the lease office closed. I pay rent in the amount of $417.30 for 9 days in Nov and all outstanding utilities. I submitted payment in the amount of $462.00 to cover any additional fees that I would owe such as water as it was billed in arrears. On 11/7/2022, my account had a credit balance of ($92.74). Once the final water bill was paid in the amount of $59.52 - the account balance was ($33.22). The only bill remaining for me to pay was the early termination fee of $2058.00. Deducting the credit balance on my account, I would be left with a bal of $2024.78. Redwood Mgmt sent me to collections for $2632.78 which is a skip fee of $2666 (minus the account credit balance). I did not skip out on my lease. The property manager was well informed on my move out date. The early termination agreement didn't state that in the event of non-payment of the early termination fee by 11/1 - that the agreement would be null and void. On 2/9/2023, I contacted the collection agency and paid $2,024.78 which is what I owed Redwood for the early termination agreement. I do not owe the remaining $608 as the property manager has lied stated that I skipped.

  

  Business Response

  Date: 02/24/2023

  *** ********

  Thank
  you for taking the time to share your feedback about your experience at Redwood North Ridgeville Bagley Road. We understand that our regional manager, **** **********, was able to resolve your issue and can confirm that your account has a zero balance and is paid in full. If we can be of further assistance, please reach out to **************************.

  Customer Answer

  Date: 02/24/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  Date:01/30/2023

  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 lived in our apartment for over 4 years. In this time our hot water heater has had multiple problems, maintenance refuses to replace it. Instead they come and turn up the temp so when the hot water comes out it will scald you and then it's cold We have been dealing with this for over a year.

  

  Business Response

  Date: 02/06/2023

  Ms. *******,
  Our records indicate that we were notified of issues with your hot water tank in April 2022 and again in January 2023. We have successfully replaced several components of your hot water tank and it is our understanding that it is functioning as it should at this time. If this is not the case, please submit a service request so our neighborhood team can help provide a satisfactory solution.  

• Initial Complaint

  Date:12/23/2022

  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.

  I was one of the first tenants of this complex. I love the apartment and have been very happy. Plan to stay for years. Recently my garbage has not been picked up. I leave it outside just like all the other tenants. I have called the garbage collection company four times and they are clueless. The Redwood maintenance office also refuses to help. I got so tired of the garbage just sitting outside my apartment that I took the box of garbage to the maintenance office on site. ***** the manager said if I did not remove the box he would break my lease. He took a picture of me with his cell phone. I am a handicapped 77 year old lady and he was bullying me. I think garbage collection would fall under property maintenance? I called Redwood Corporate Office and got no reply. I am living in fear in this apartment complex because I do not want garbage piling up.

  Customer Answer

  Date: 01/03/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi, ****** and Merry Christmas. My complaint number with BBB is ********. I am still shaking from the incident with the manager of the apartment complex I live in. I have never had a problem like this before. I am a model tenant, 77 years old, handicapped and a quiet retired school teacher who lives alone. I pay a fortune (for me) to live here, and the fact that the garbage had not been picked up for three weeks was just the tip of the problem. I called Kirby Sanitation a half dozen times trying to resolve it myself.

  The complaint was about my interaction with ***** the new office manager at the complex. Instead of trying to solve the problem he became abusive and threatened to fine me and break my lease. He then took out his cell phone and took pictures of me. This made me feel violated, I left shaking and  crying.
   I am part of the Citizens Police Academy in this town (******* SC) and was told that this kind of harassment is illegal, especially towards senior citizens. I really hope the Corporate headquarters of the Redwood apartment complex takes the BBB complaint seriously.  Thank You for your time  **** *****

  

  Business Response

  Date: 01/03/2023

  Dear Ms. *****,

  We're sorry to hear that you've experienced anything other than our high standards of customer service, and understand you are working with our regional manager to find a solution. We are reviewing your account to ensure your trash schedule is corrected and picked up as expected. We strive to achieve the best possible experience for our residents and do apologize for the delay in response from our home office over the holidays. The regional manager will be in touch soon with further information.

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 01/05/2023

  The original complaint I filed with the BBB was misunderstood. I live in a large expensive residential apartment complex in ******* SC. Four weeks went by and my garbage was not picked up. I tried to contact the sanitation company directly with no result. I went to the onsite office at the Redwood Apt Complex. The manager told me he would take care of it. He did nothing. But that was not why I contacted the BBB. The problem is the second time I went to his office about the garbage situation he screamed at me, threatened to fine me and break my lease and took cell phone photos of me. I am a handicapped 77 year old retired school teacher who lives alone with a little dog. I was terrified and I still am. I think his psychotic behavior is unacceptable and as a tenant who pays on time, never makes a mess and is quiet this behavior is horrific. I love living here, at least I did, but something must be done with him. It is not about garbage, it is about bullying a senior citizen.

  

  Business Response

  Date: 01/11/2023

  Ms. *****,

  Thank you for taking the time to clarify your experience at Redwood *******. We always want our residents to feel comfortable working with our team, and it sounds like that didn’t happen this time. We understand the regional manager has contacted you to request your permission to allow the neighborhood manager the opportunity to apologize. We sincerely hope that your conversation meets your satisfaction and your experience is positive from this point forward. Please feel free to contact the regional manager again, or email [email protected] if you would like to discuss the situation any further. Thank you.

  Customer Answer

  Date: 01/12/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The consumer has confirmed to the BBB that their concerns were addressed and they consider the matter resolved.

• Initial Complaint

  Date:11/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I rented from this company when we moved there in July 2020 and we ended up buying a house and broke the lease because the rate they were raising lease terms we decided that buying would be in our best interest. Seeing that I’m military they’re making us pay back the 50.00 a month military discount which I view as unfair.

  

  Business Response

  Date: 12/02/2022

  Dear *******

  We're sorry that your experience with Redwood Brownsburg did not meet your expectations. The military discount is a concession given based on the fulfillment of the selected lease term. According to the signed lease, if the lease term is not fulfilled, the concession must be paid back. We strictly abide to our lease terms to protect both the resident and Redwood.

• Initial Complaint

  Date:09/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived at *** ** ******** ****** ** ***** in a large rental complex. I was charged a one-time $250 administration fee at the time of my application which was clear in my lease. What I do not see in my lease agreement or disclosed fees at the time of my rental contract is the continued charge of $3.75 "Admin Fee" that was applied every month and added on top of my rent charges for the full year in the sum of an additional $45. It's an additional charge I never agreed to, nor was able to dispute because it was added on through a "rent portal" online assessment for pay the rent. No where in my breakdown of monthly charges did an additional "administration fee" seem to have been appropriately disclosed. If this property is charging every resident a small monthly "admin fee" which cannot be disputed or refused to pay without occurring additional late charges in rent, seems to be unfair contract practice by the landlord.

  

  Business Response

  Date: 09/07/2022

  *** ******* we understand there was some confusion regarding water/sewer charges while you lived at ******* ****** ******* ******** The $3.75 is a monthly fee assessed via our third party billing company for its meter reading and billing costs. As noted in the lease agreement (section 14) and signed by you – this fee is associated with the water/sewer bills and is paid to our third party billing company.

  From section 14 of the lease: “Water/sewer service for the unit will be measured by a master meter provided by the Landlord and calculated to individual unit billing. Water, sewer, storm water, municipal fixed water/sewer and other related charges will be calculated on the basis of the effective rate structure of the water utility providing service to the Landlord. Additionally, there will be a monthly charge at the then prevailing contract rate included in the amount to compensate the third party billing company for its meter reading and billing costs. The Lessee (Tenant) will pay water, sewer, storm water, municipal fixed water/sewer charges and other related charges directly to Lessor (Landlord).”

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