Complaints

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

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  Banyan Living, LLC

  27540 Detroit Rd Ste 204 Westlake, OH 44145-2299

  
• 

  Banyan Living, LLC

  1575 Hunters Chase Dr Westlake, OH 44145-6101

  
• 

  Banyan Living, LLC

  8290 Royalton Rd North Royalton, OH 44133-4755

  
• 

  Banyan Living, LLC

  7475 Glenmont Dr North Royalton, OH 44133-6802

  
• 

  Banyan Living, LLC

  2590 N Moreland Blvd Cleveland, OH 44120-1388

  

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:03/25/2025

  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.

  Hello,
  
  I am writing to report a concerning incident that occurred at my residence at ******** ** ******* ***** *********** **** ***** ************ **** ******* where I have been a resident for nearly three years.
  
  On Monday, March 24, 2025, at approximately 7:00 PM, a front desk employee named Taylor, who is also a resident, came to my unit with her sister regarding a situation involving my 11-year-old son. Security camera footage shows them aggressively knocking on my door. As I was not home at the time, I communicated with them through my security camera and informed them I would return shortly.
  
  Upon my arrival, Taylor aggressively confronted me, making threats about evicting me. When I began recording the interaction for documentation purposes, she attempted to knock the phone from my hands. Additionally, she attempted to slam her car door on my sister, who is seven months pregnant.
  
  I contacted law enforcement. My son explained to the officers that Taylor's son and her sister's son had attempted to take his bicycle by force at the park. While he managed to retain possession of his bike, he reported that the 2 boys threatened to have an adult relative come out to assault him, prompting him to return home. The responding officers did not file a formal report, stating that such incidents between children are common.
  
  I find Taylor's handling of this situation both unprofessional and inappropriate. As a staff member, she should have followed proper protocols by contacting me via phone to schedule a meeting to discuss any concerns. Instead, she chose to escalate the situation through confrontation and intimidation.
  
  I would appreciate the opportunity to discuss this matter further with management to discuss this matter in detail and to provide the video documentation of the incident that occurred at my residence. I can be reached at ***** ******** or [email protected]
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Neima Ibrahim

  

  Business Response

  Date: 03/25/2025

  We acknowledge receipt of the complaint submitted by *** *******. However, we would like to note that *** ******* brought this matter to our attention directly only earlier today, and a member of our senior leadership team has already been in contact with her to discuss the issue.

  As we are actively working to resolve the matter internally, we consider this complaint closed with the BBB. Please let us know if any further clarification is required.

  Best regards,

  Customer Answer

  Date: 03/26/2025

  [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  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 have called multiple times asking for the walkways and stairs to the apartments to be cleared. Management places bins for salt at the bottom of steps … always empty. I pay $-1560 for rent - it increases each year , to take care of the property.. yet the property is taken care of less and less. I have fallen twice due to ice /snow and when I call the office nothing is done. I want to be credited back to my initial rent rate since this property is doing the least.

  

  Business Response

  Date: 03/14/2025

  Thank you for bringing this matter to our attention. We take resident concerns regarding property maintenance and safety seriously, and we sincerely regret any inconvenience this issue may have caused.
  
  Upon review of the complaint and the conditions at the property, our management team identified that additional attention was needed in the affected area. As soon as this was brought to the on-site team's attention, immediate action was taken to address the situation, including:
  - Personally purchasing and applying additional ice melt to ensure safe walkways.
  - Confirming that additional salt has been ordered and will was stocked regularly.
  - Instructing maintenance to clear any remaining snow and ice by the end of the day.
  - Directly communicating with the resident to acknowledge the concern and provide assurance of ongoing monitoring.
  
  We remain committed to maintaining our property to high standards and ensuring the safety of all residents. However, we will not be issuing a rent credit as requested. Snow and ice management is an ongoing process, especially during instances of heavy regular snowfall, and we will continue to take appropriate steps to mitigate winter weather conditions as effectively as possible.
  
  We encourage you to contact the leasing office should you have any further needs. 

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against ***** **** Apartment Complex regarding my extremely poor living experience during my tenancy.
  
  My primary reason for leaving this complex was due to the continuous marijuana use by my downstairs neighbors, which created an unbearable living environment. Despite the online advertisements for ***** **** clearly stating that it is a smoke-free living space, I was subjected to persistent odors that infiltrated my apartment through the vents. Each time I raised this issue, I was met with the same response: there was nothing they could do about it. This lack of action and concern for residents’ well-being is unacceptable.
  
  Additionally, for the last month of my lease, I had to endure a non-functioning washing machine. I made several trips to the property office, where I was repeatedly assured that the issue would be resolved. I was promised follow-up phone calls regarding this matter, none of which I ever received.
  
  To add to my frustration, I recently received a letter detailing charges at the end of my lease along with a partial return of my deposit. This itemized list included four water charges, four sewer charges, two trash charges, and charges for damages that I would like to dispute. I find these charges to be unjustified. I request a detailed explanation of each charge, as well as photos of the damages. Additionally, I would like to review the documentation of damages that I noted upon moving into the apartment in 2022.
  
  I consider these actions to be retaliation for my complaints regarding my neighbors and citing these issues in my notice to vacate the premises.
  
  Given the numerous issues and lack of responsiveness from management, I believe my experience at ***** **** Apartment Complex warrants serious attention. I hope that you can assist in addressing these concerns and ensuring that future residents do not endure the same difficulties.
  
  Thank you for your attention to this matter.

  

  Business Response

  Date: 10/08/2024

  Thank you for reaching out and sharing your feedback regarding your
  experience at ***** **** Apartments. We sincerely apologize for any frustration
  and inconvenience you encountered during your time as a resident, and we
  appreciate the opportunity to address your concerns.

  
  We understand how disruptive marijuana odors from neighboring units be.
  While ***** **** is not currently marketed as a smoke-free community, we are
  aware that under previous ownership, residents were asked to sign non-smoking
  addendums. However, since we took over management in 2019, we have not
  maintained this practice due to the complexity and difficulty in enforcing such
  policies. We take complaints seriously and issue notices to surrounding units
  when such issues are reported, but unless we witness a violation firsthand, our
  ability to act is very limited. Unfortunately, I have been unable to identify records
  reflecting any formal complaints about this issue from your residency, but we
  are happy to investigate further if you can provide documentation of your
  interactions with the onsite team.

  
  Regarding the washing machine, we apologize for the inconvenience this
  caused during your final month. Our records indicate that the washer was
  scheduled for replacement on 8/20, after your move-out. We regret that the
  issue was not resolved during your tenancy. As a result we will issue a $50
  refund for the lack of washer/dryer use during your final month. This refund can take up to 30-Days to process and will be mailed to the forwarding address we have on file. 

  
  As for the final account charges, the water and sewer charges you’re seeing
  represent both the prior month’s actual usage and the prorated charges for the
  days the unit was in your possession during August. These charges are split
  into two parts, which is standard for all residents. We apologize for any
  confusion this may have caused. If you wish to dispute the charges for damages, please feel free to provide
  documentation or photos from your move-in inspection, and we have provided the
  move-out inspection report and  photos
  for review.

  
  Once again, thank you for bringing these matters to our attention. If you
  need further clarification or have additional information to assist in our
  investigation, please don't hesitate to reach out.

  Customer Answer

  Date: 10/16/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and although I clearly identified/spelled out the issues stated in my complaint on multiple occasions, including the formal complaint regarding the marijuana use in my notice of intent to vacate and multiple trips to management staff regarding loss of use of a major appliance in my apartment, I feel I have no choice but to find that this resolution satisfactory. The responses, although subpar, will do. 
  
  
  
  Regards,
  
  
  
  ********* ******
  
  
  
  
  

• Initial Complaint

  Date:07/11/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into hunters chase apartments on 6/19/24. We were originally supposed to receive an apartment with a fireplace since that is what I toured and received in writing that we would get. We did not and I mentioned it to the manager. Then we started noticing bugs around the apartment which I mentioned again. After that our hot water tank busted and destroyed thousands of dollars of personal items as well as damage to carpet, walls, and sub flooring. Then our key fobs for pool and gym wouldn’t work. Now today we have rodents. Mice coming in and out of the walls. This is too much for less than a month of living. At this point we want to end our lease without being penalized and get our deposits and partial rent back. These issues are no fault of ours and the apartment complex violated the lease by not giving us the original apartment as promised. This situation has been a nightmare. My partner who works from home has had to use numerous PTO hours in order to deal with all the issues. It is effecting our work lives and causing issues with our finances. We have tried to work it out with the leasing company but no one seems to respond or give us a reasonable date on when this will be resolved.

  

  Business Response

  Date: 07/12/2024

  Dear *** ************

  We acknowledge your concerns and appreciate the opportunity to address them. Our records indicate the following timeline and actions taken in response to your complaints:

   

   Hot Water Tank:

  6/29, 5:48 PM: An emergency call was received about water spraying from the utility closet. Our on-call maintenance technician, Jeff, arrived within 10 minutes of the initial notification.
  6/30, 7:00 AM: The faulty hot water tank was replaced by Jeff.
  7/1: Our on-site property manager, visited your suite to assess the damage and spoke with you in person. She observed that the carpets were not saturated and were nearly dry. We offered carpet extraction services, which you accepted.
  7/2, 9:00 AM: Carpet extraction was conducted by our carpet cleaning and extraction contractor at their earliest possible opportunity.

   

  Pest Complaint:

  7/10: You reported a mice issue. The onsite maintenance technician promptly provided a new bait box, and our team scheduled pest control services for Friday, 7/12.

   

  Fireplace Unit:

  It appears there was a misunderstanding regarding the fireplace in your unit. Although Dani mistakenly informed you that your unit had a fireplace, we offered to transfer you to a unit with a fireplace at the rent rate applicable when you applied. However, the adjusted rate was still higher than your current rent, which you declined.

  I have addressed this with our team and recommended that should you wish to consider a unit transfer to a unit with a fireplace the rate agreed to at the time of your application approval for a fireplace unit should be honored, nothing higher.
  
  Regarding your concerns about personal property damage resulting from the hot water tank issue, the apartment community is not liable for such damages. This incident was due to a sudden mechanical failure with no prior indication of a problem. We advise addressing any claims for personal property damage through your renter's insurance provider.
  

  Our property management team, including our on-site staff, has been in regular communication with you about the status of these issues. The team has escalated your case to the Regional Property Manager to ensure all matters are resolved appropriately.
  

  We understand your frustration and our Regional Property Manager, Haleigh, will be in touch further to discuss the terms your request for early lease termination. However, based on the prompt and appropriate responses to each issue within our company guidelines, we consider this matter closed with the Better Business Bureau.

  If you require further assistance or have additional questions, please do not hesitate to contact the corporate office directly at [email protected].
  

  Sincerely,

  Kevin C. D****
  Vice President of Operations
  Banyan Living

  Customer Answer

  Date: 07/12/2024

  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.
  
  
  Nothing has been prompt. The mouse issue is still occurring as I have video of them running around in the walls last night.

  The fireplace issue was not a misunderstanding as screenshots show I was told several times it would have a fireplace. 
  

  The water tank issue was a very delayed response as we shut the water off ourselves because the maintenance was so slow to respond. 
  

  The big issue still isn’t addressed. 
  

  The personal property was damaged because regular upkeep and maintenance on the tank was not taken. Please post maintenance records if I’m wrong. 
  

  The lease needs to be terminated at no fault of ours with deposits refunded. 
  

  No one is getting back to us and we have consistently been getting the run around. 

  We are trying to work this out amicably before taking this matter to court. 

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ******** ***********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 07/26/2024

  A settlement agreement was signed with this resident and is considered resolved.  

• Initial Complaint

  Date:04/17/2024

  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.

  In April 3rd I requested my $100 deposit back after turning down an apartment opening at ****** ******** ********** when I found that I could not afford the required security deposit based on my credit. I spoke with ****** at the front desk who ran my application. She said she would get the finance department on my refund and would email me letter when it was processed. I never heard from her or **** who showed me the apartment. After a total of 12 emails, phone calls, texts, and a personal visit back to the leasing office over two days I finally received an email from ****** stating that the check was processed and being mailed to me. A week went by and nothing came. I checked my Informed Delivery app from USPS and could see nothing has been mailed to me from the company. Several more emails and texts with no response. Finally reached someone in the leasing office who said she would look into and call me back. She never did. Again more texts emails and calls and it wasn’t until I threatened to contact the BBB did I get an email from ****** saying she was working with Finance Department to have it overnighted to the leasing office for me to pick up “early” in the week. As of today I still don’t have my money. Spoke to ****** today after no responses to my email and she said she would have good news for me in two hours. That was four hours ago. She is still not answering phone or email.

  

  Business Response

  Date: 05/02/2024

  This issue is considered resolved.  Check #*** was issued to Melanie on 4/18/24 (within the 30-day time frame required).  The check appears to have been received and has cleared our bank account.

• Initial Complaint

  Date:03/12/2024

  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.

  After having a terrible experience with my apartment once Banyan Living took over, I vacated my apartment on 1/31/2024. I still have yet to receive the security deposit back. I sent my forwarding address to Banyan Living on 12/12/2023, to which a Banyan employee replied acknowledging my forwarding address was in a different city and making unprofessional, snarky comments. The same Banyan employee then reached out to me on 2/19/2024 requesting my forwarding address again, stating they did not have it and if they did not receive it then they would mail my check to my previous address with hopes I had mail forwarding set up (which I do, but it is wholly unnecessary considering they have had my forwarding address for over 2 months at this point). I promptly replied to them with my forwarding address once again. Also, I had received an email on 1/31/2024 from a different employee stating I was at a zero balance and I should expect the paper check within 4 weeks. I reached out to Banyan requesting further information on 2/21/2024 and was told the check was cut on 1/31/2024. I reached out again on 3/11/2024 asking when to expect the check, and have not received any response. I am seeking to have my security deposit returned so I never have to deal with nor think of Banyan Living ever again.

  Customer Answer

  Date: 04/10/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has confirmed that they have received their deposit. 

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had several issues with getting things fixed in our apartment by management. One example was our upstairs neighbors accidentally flooded our apartment and we were left to clean our apartment ourselves with water flooding our kitchen and bathroom. Our latest issue is that our microwave has broken. We filed a work order 2 weeks ago and our microwave has yet to be replaced. When we call we are told “it has to be ordered.” This is a daily necessity for me as I work 2 jobs. I stop by home and eat to turn around and drive to my next job. I’ve not been able to do this due to not having an easy way to heat up my food quickly. When I asked for a replacement to use in the meantime they said that they are not required to provide one even though our lease says otherwise.

  Customer Answer

  Date: 04/01/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I am currently in a different time zone so finding a convenient time to call may be hard. 48 hours after the complaint we had a new microwave installed! Thank you for reaching out!
  

  
  

• Initial Complaint

  Date:01/23/2024

  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’ve been living at royal oaks for going on 4 years and this will be my last. It’s been issue after issue with this place after the first year living here. The leasing office workers and maintenance workers literally change every other month so you file a complaint with them and it’s useless cause next month somebody else will be working there with no idea of what you already discussed. There was a hot water tank that rotted and water SPILLED through our ceiling and even through our electrical and we were told it was ok took about 6 months for anyone to come “repair” our ceiling and all they did was paint it and within a month the crack and water damage was right back and is still currently there. And this past November my garage was accessed and my items were stolen and the only people other than myself with access is maintenance which I called the leasing office and was told if I didn’t have them on camera it’s not their problem i asked the manager ********* to speak with corporate and was told corporate doesn’t speak with residents but in bad ****** review she told another resident she would get him in contact with corporate but anyways I found corporates number and left countless voicemails since November it’s about to be February and I have yet to hear back from a single person about my stolen items. I literally told the office I don’t even wanna press charges I just want my items back and we forget it happened but because it’s not on camera they won’t give me the time of day. Our ENTIRE local police department even wholeheartedly agrees that they think it was maintenance and informed me of all the maintenance workers they’ve arrested here for similar crimes. Terrible company to rent from and terrible complex to live at. But the city itself is beautiful just needs to get slumlords out of it.

  

  Business Response

  Date: 02/29/2024

  We sincerely apologize for the delayed response to your
  concerns. We recently underwent a server and network update in late 2023, which
  inadvertently filtered some communications, including your complaint, into our
  spam folder. We deeply regret any inconvenience this may have caused.
  First and foremost, we want to express our appreciation for
  your four years of residency at Royal Oaks. Your feedback is invaluable to us,
  and we are genuinely sorry to learn that your experience has not met your
  expectations. We have carefully reviewed your complaint and would like to
  address each of your concerns in detail.
  Regarding the turnover of staff, while there may have been
  instances of transition in the past, we assure you that we have a dedicated
  team at our community, which has remained consistent for some time. However, we
  acknowledge any previous inconvenience caused by changes in personnel.
  Additionally, I am sorry that calls to our corporate office were
  not responded to in a reasonable amount of time. I assure you that we will investigate
  this further to ensure that calls and voicemails are being forwarded
  appropriately.  We will address any
  discrepancies in our call handling systems accordingly to ensure that we are positioned
  to respond promptly in the future.

  
  We are truly sorry for the inconvenience caused by the water
  tank leak in your neighboring unit, resulting in damage to your ceiling. Our
  records indicate that the necessary repairs were completed, including dry out, surface
  mudding, and repainting. In review of your suites service request history we do
  not see any further requests for repair. We apologize if the repair did not
  meet your expectations, and we encourage you to reach out to our leasing office
  or utilize the resident portal for any further maintenance issues. Please note
  it is highly recommended that you utilize the resident portal for service
  request so that you have assurance that the request is on file and in queue for
  repair.

  
  We understand your frustration regarding the missing items
  from your garage. However, as outlined in Section 22 of the Additional Rules
  & Regulations of the Lease Agreement signed on 9/24/2023, the garage space
  is designated solely for vehicle storage, and we explicitly state that we
  assume no liability for losses caused by theft, fire, vandalism, or negligence.
  While we sympathize with your situation, management cannot be held responsible
  for personal items stored in violation of the lease agreement.
  We have thoroughly investigated your claim and have not
  found any evidence implicating our staff in the incident. We are committed to
  cooperating with law enforcement and reviewing any additional evidence
  provided. Please understand that our policy remains consistent with the terms
  of the lease agreement, and we cannot assume responsibility for lost or stolen
  items in the garage.

  
  Once again, we apologize for any inconvenience or
  frustration you have experienced. We genuinely value your residency and hope to
  address any remaining concerns to ensure your continued satisfaction with our
  community. Please feel free to contact us directly to discuss any further
  issues or questions you may have.

  Customer Answer

  Date: 03/01/2024

  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,
  
  
  
  ***** *****
  
  
  

   

  So after 4 months they finally reached out ONLY because I contacted the BBB you are not going to tell me you had technical difficulties for 4 months that just so happened to be resolved right after I contacted the BBB. Secondly when there is water damage to drywall you don’t mud and paint it you REPLACE the drywall because moist drywall will begin to mold which I guarantee is happening with ours because the water spots that they just came and painted all are back yellow again because the issue was not PROPERLY fixed it was given the “landlord special” and covered with paint. So no I’m not satisfied with my supposed to be luxury one bedroom apartment that I’m paying 1,200+ a month for to just be painted to cover up an issue that again is most likely already molding on the other side. The hours that maintenance works is the hours I myself work and I do not feel comfortable with them accessing my apartment when I’m not home because you will not convince me that they weren’t the ones who already accessed my garage and removed my items. The only people who can possibly get into my garage is me and maintenance. And what thief breaks in steals a few items but straighten ups and sorts everything into neat piles before they leave? And isn’t it quite a coincidence that my garage was accessed and items were removed but magically wasn’t touched again since I reported it? Sure is a lot of weird coincidences happening in this whole situation. Attached to this reply is a copy of the police report. The officer stated there was a camera and from the way he worded it it sounds like the incident is on camera I’m currently trying to get in touch with said officer to confirm but corporate tried to shut it down and say it isn’t on camera but they didn’t speak with the officer at any time. I went to the address of the person who has the camera but the person who was staying at that apartment during the time of the incident no longer resides there. I asked corporate if they spoke to the current resident or the previous they could not confirm who they spoke to because it was a separate worker who contacted them but I would think you would’ve at the very least gotten there name? But corporate told me once I get in touch with the officer if he can confirm it was on video then the whole situation will change and they will make things right but at this time they believe their workers didn’t play a role in this but cannot give me any kind of excuse or reasoning as to HOW my garage would’ve been accessed without a garage key. So at this time we are at a stand still until I can get in contact with the officer who I already left a voicemail for and just waiting on a call back. 
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/11/2024

  Thank you for your ongoing communication regarding the incident involving items allegedly stolen from your garage.

  As outlined in our initial response and reiterated in the lease agreement, garages on our premises are designated exclusively for vehicle storage. While we sympathize with any inconvenience experienced, it is essential to note that our management and staff cannot be held liable for personal items stored in contravention of this policy.

  Upon careful examination of the information you have supplied, we find no further detail or evidence implicating any member of our team in the reported incident. Rest assured, we take such matters seriously and will continue to cooperate with local authorities should any undeniable proof emerge linking our staff to the alleged wrongdoing.

  In light of the foregoing, we consider this matter closed.

• Initial Complaint

  Date:10/25/2023

  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 never received my security deposit back after receiving a letter on the amount I was going to receive. My move out date was August 31st 2023. Called several times left messages but no one returns your call.

  Customer Answer

  Date: 11/20/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******. Yes I received my security deposit. Thank you!

• Initial Complaint

  Date:06/15/2023

  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 AM BEYOND LIVID. I CURRENTLY AM A RESIDENT AT ***** ***** *********S WHICH I REGRET!!!! I HAVE CONTACTED PROPERTY MANAGEMENT ABOUT A RESIDENT THROWING TRASH ALL OVER THERE BALCONY, WHICH IN TURN RACOONS ARE GETTING INTO ON TOP OF THROWING KITTY LITTER; TO THE FACT THAT NO WARNINGS OR EVEN AN OUNCE OF SAYING ANYTHING TO THE RESIDENT IS DONE! THIS IS BEYOND ABUSRD! THE BELOW EMAIL IS RIDICULOUS! I CANNOT BELIEVE YOU ALL SENT ME THIS. IF I GO TO MY LEASE AGREEMENT, IT CLEARLY SAYS WHAT IS ALLOWED ON THE BALCONY. SO WHY ARE THINGS IN YOUR LEASE; YET YOU SUBJECT YOUR OTHER TENANTS TO DEAL AND LIVE AROUND FILTH? SO YOU CREATE LEASE AGREEMENTS AND DON'T FOLLOW THEM? I AM VERY MUCH CONFUSED! AT THIS POINT, YOU ALL ARE NOT TRYING TO RECTIFY THE SITUATION BUT CONTINUE TO BEAT AROUND THE BUSH AND ALLOW THIS HORRIFYING TRASH ISSUE. YOU SUBJECT ALL RESIDENTS TO POSSIBLE ISSUES WITH BUG INFESTATION!!!! I WANT SOMEONE TO CONTACT ME! THIS IS PURE DISGUST! DON'T EVEN GET ME STARTED ON THE FACT THAT I PAY FOR A GARAGE YET HAVE TO WALK OVER 'POOP DROPPINGS DAILY' INSIDE THE GARAGE!!! PLUS STUFF FALLING DIRTYING MY SUV; IN THE GARAGE! THIS IS BY NO MEANS 'LUXURY LIVING'. WHY IN THE WORLD WOULD YOU CONTINUE TO REMOVE THE TRASH YET DON'T ADDRESS THE ISSUE WITH THE TENANT? I'M DISAPPOINTED! IT IS NOT GOOD CUSTOMER SERVICE! I PAY FOR A LUXURY LIVING YET INSTEAD FEELS AS IF I AM SURROUNDED BY GARAGE!
  --------
  
  Whitney,
  I am sorry you are subject to this, however, please understand that what we are currently doing by removing it and billing them is legally the only thing we can do. While I wish you did not have to deal with this, we have been responsive to your request and will continue to do so. If you should have a pest control issue, we would be responsive to that as well. If you feel that we have failed at this, you are welcome to contact Banyan Living at ************* The regional supervisor is ******* *********

  

  Business Response

  Date: 07/06/2023

  I am writing to address the recent complaint filed with the Better Business Bureau regarding the issue of a resident throwing trash and kitty litter onto their balcony, which has led to concerns about potential pest infestation. I understand the frustration and would like to assure you that we take your concerns seriously.
  
  Firstly, I apologize for any inconvenience or distress this situation has caused you. Please be aware that we have been in contact with the resident in question regarding their behavior. While we cannot disclose specific details of our conversations and communications with them, I want to assure you that we have taken appropriate actions to address the issue and have advised the resident that these actions must cease immediately.
  
  Regarding your reference to the lease agreement, I assure you that we take our responsibilities seriously when it comes to enforcing the terms outlined within it. We understand the importance of maintaining a clean and pleasant living environment for all residents. Please know, we are actively working to rectify the situation and ensure that our lease agreements are adhered to consistently by all residents.
  
  I apologize for any misunderstanding or miscommunication that may have occurred in our previous email. We genuinely want to resolve this matter and provide you with the living experience you deserve. Our team worked diligently and immediately to remove the trash and bill the resident accordingly. If you continue to experience any issues, whether related to the trash concern or any other matter, I encourage you to reach out to the leasing office directly. Our on-site team is here to address your concerns promptly and take appropriate action to resolve them.

  Furthermore, if you witness any further occurrences or believe that the situation has not been adequately resolved, please do not hesitate to contact our corporate office. You can reach us by emailing [email protected] or by calling ************* Once again, I apologize for the inconvenience and frustration you have experienced. We value your residency and want to ensure that your living environment meets the standards you expect. We appreciate your patience and cooperation as we work towards resolving this matter promptly.

  Thank you for bringing this issue to our attention, and we remain committed to providing you with the highest level of customer service and a comfortable living experience at ***** ***** *********s.
  

  Sincerely, 
  

  ***** ** *****
  Vice President, Operations
  Banyan Living, LLC

  Customer Answer

  Date: 07/06/2023

  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. I appreciate you reaching out to me and being extremely helpful in this situation. This is all I wanted was it to at least be addressed.
  
  
  
  Regards,
  
  
  
  ******* ********