Complaints

This profile includes complaints for Eucalyptus Real Estate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Eucalyptus Real Estate has 25 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Eucalyptus Real Estate

  Oklahoma City, OK 73108-1823

• 

  Kingsborough Apartments

  2720 S Seneca St Wichita, KS 67217-2808

• 

  Eastborough Apartments

  7030 E Kellogg Dr Wichita, KS 67207-1635

• 

  Barclay Square Apartments, LLC

  550 W Central Ave Wichita, KS 67203-4242

• 

  Bluestem Apartments

  1309 E 11th Ave Apt 3 Emporia, KS 66801-3375

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:06/30/2025

  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.

  The apartment complex AC broke. We went the day it broke and told them, they said it would take 3 days. 10 days later it wasnt fixed. We kept antagonizing them and telling them to fix before an issue was starting. They never did. Maintenance people came and didnt do anything. They refused to order the part needed. On the 30th of June, a day before rent they fixed it. They told is we still had to pay months rent and the late fee. They claimed it was a maintenance issue and not theirs and they couldnt help because we were still staying there because they wouldnt pay for hotel fees. Another tenant had a broken water heater and they couldnt shower or afford more hotel nights because they wouldn’t pay. They charged her a late fee and said she still had to pay even though it was broken for half the month.

  Business Response

  Date: 07/01/2025

  Hello *******,

  We apologize for the inconvenience and appreciate your input. A full investigation on your workorder has been completed and we discovered that the parts were ordered, and repairs were completed as soon as it became available. Portable units are available to units with ongoing issues while the complex works as swiftly as possible to get your unit taken care of. Your satisfaction is our biggest concern and will continue to work to make your stay with us as pleasant as possible. 

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It took a whole month for you guys to actually do something about the problem. We were living in 90+ degree heat when it was hotter inside then outside. It was very inconvenient and they wouldn't fix it until after numerous times of telling them it was ridiculous. They are still making us pay the rent and everything when I don't think that's fair. It broke right after we paid Junes rent and that is a strange coincident. Telling us that its a maintenance issue and not theirs is not very helpful because the lease never stated that unless I am wrong. Paying full rent for a month when we had no AC is outrageous. We couldn't afford to go to a hotel let alone they wouldn’t pay for one. I do not think its right and they will not be receiving their 30 day notice. We will find a new apartment move in whenever they say and clean this apartment hand the keys over and leave. That's it. End of story. 
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 07/07/2025

  We apologize for your dissatisfaction. A resolution has been implemented to resolve your issues as soon as possible. Unfortunately, some parts have been on back order causing a prolonged process for your unit. A portable is provided to tenants who are open to it for comfort during any issues such as this. The complex has been contacted; assurance has been given that will address and resolve your concerns. 

• Initial Complaint

  Date:05/31/2025

  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.

  Since I moved here in August 8th of 23 I asked them to change me to a different apartment before I put my things in, sign lease or made a payment Because the conditions of the apartment were not favorable for living, and they said they didn't have another unit.
  They were still cleaning the apartment when I got here and I had to wait outside with my truck for them to finish for about 5 hours and the apartment was stinky, dirty and the carpet was worn out with old patches. When My lease was ending in January 31st 2025 I call them in December and ask them that I wanted to move to a cleaner unit even if it was a 2 bedroom apartment and more expensive and they say they didn't have any. I went this week to the office to request to be moved to another unit because of the bug beds that are now in my apartment
  In addition to the mice and roaches, and other bugs that appear on my bed on the kitchen and all over the house. The receptionist in the office told me they don't have any Other units are available in fact I went in to the website and there are two 1 bedroom units and a 2 bedroom unit that I would be glad to take Even if the rent is higher. They would charge me 2 months rent to break my lease and go to another complex and also put it in my credit that I broke at lease. These are not Liverpool conditions and I reported it to the city and they said that I have to solve it directly with the leasing office. They do not want to help me they just want my money into surviving an environment where we're getting bites automaticated solutions and creams to put on the bites.
  I have had to throw away my beds and my clothes. They promised to come March 24th or 25th to treat the pest control and they never Showed. I'm not able to send all emails
  I want to be moved out of this apartment immediately and they continue to use their policies and their lies of not having free apartments to keep me here and we are getting sick. I have Prescriptions and notes I can't provide

  Business Response

  Date: 06/06/2025

  Good morning,

  We apologize greatly for the discomfort you have experienced and the delay you encountered when moving into our complex. It is a procedure of us to have pest control available for our complexes monthly. It is important that I remind you the treatment must still be requested by the tenant via work order and that the unit must be accessible when Pest Control arrives. Our complexes make sure to notify their tenants on when to expect treatment so that if needed the tenant and create the work order and proper treatment can then be administered. Again, we apologize for any confusion, but we don't enter our tenants' units without prior consent and request for service. If a unit of your preference comes available, we can take the proper channels to accomplish that for you, given it isn't already reserved from an online applicant. 

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********
  
  
  
  I recorded that m***ger *** said this response: I will not switch you to another unit, evening accepted 2 bedrooms more expensive,  until your  lease is up: I will not change your carpet, and when the pest control came couldn't do treatment because the office failed to give me instructions  how to prepare. While I send work orders every week to fix kitchen leakage and change air filter they do not come. I just want to be transferred to a unit that's livable because I  am getting sick or let me leave without penalty. While I like the area and it's easy to transfer to an apartment that has been painted and carpet changed,  unlike mine, I will not hesitate to leave if liberated from lease ending in January 31 without penalty and my deposit $300 refunded immediately. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/17/2025

  Good morning ******,

  I have spoken with the complex regarding your concerns for proper treatment and scheduling for pest control. After discussing the issues you've experienced with the property manager, she did indicate that your unit needs to be treated with a very specific treatment and with that treatment comes particular instructions on how to prepare your unit. It has been noted that on May 28th the office had you sign the Bed Bug Notice, this form indicates when the treatment is scheduled for and provides the tenant with proper instructions on how to prepare their unit. Unfortunately, on June 9th when the tech arrived at your unit it wasn't ready for treatment. I have informed the office to provide you with the instructions again and answer any questions you may have regarding treatment, you will be added to the list for bed bug treatment next month. We hope to have this issue resolved for you as soon as we can.

• Initial Complaint

  Date:05/17/2025

  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.

  No AC, window unit installed doesn’t help service dog exceeds health process in order to put both combat veterans and service dog in hospital over heat.

  Business Response

  Date: 05/26/2025

  Hello *****,

  We apologize for the inconvenience you have encountered during your tenancy with us. We have scheduled to have a special technician address the issues, please know your satisfaction is a top priority of ours. Please continue to keep us update with any needs that you need to address by submitting wok orders and we will address them a soon as possible. 

• Initial Complaint

  Date:05/04/2025

  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.

  Bathroom has flooded 5 seperate times. Due to the flooding, the carpet within the building and entrance to the bathroom has became soaked with dirty water, making it unsafe for the tenants (myself) and pets that live there to breath in the air. Maintenance has been contacted 5 separate times, but has only responded to the emergency 3 times. There is possible mold growing under carpet, which makes it a health risk. The flooding is caused by plumbing problems, and it backs up the shower drain and toilet, which makes both utilities unable to use, which means no showering and using the bathroom while the problem is unfixed. Property manager has done nothing to fix plumbing issue, or carpet issue.

  Business Response

  Date: 05/14/2025

  Hello Miss ****** *****,

  We apologize for the experience you are currently experiencing at the complex. We would like to reassure you that the plumbing issue is our priority and that we are working to get it addressed and fix immediately.  The flooring concern will also be addressed since we hold ourselves to a standard of living for our tenants. We thank you for sharing your concerns and appreciate your patience. 

  
  

  Customer Answer

  Date: 05/15/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We got moved to a different unit on a whim and had to move all of our belongings. The property manager was unable to fix the issue and left us with basically no choice. We had to do all the moving ourselves and received no type of compensation for having to live in this situation for extended period of time. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 05/16/2025

  Hello ******,

  A discussion was had with the Area Manger of the complex regarding your concerns during the end of your stay in that unit. Our Maintenance staff was dispatched to address your issues in a timely matter each time it happened with as much resolution as possible. Once the discovery was made that the issue itself wasn't going to be as quick of a fix as they had hoped, the complex manager made arrangements to move you to a safer unit. If we ever encounter an issue with a tenant's unit that requires additional work, attempts to move the tenant within the same complex is made.

  Unfortunately, it is not a practice of ours to move our tenant's household items when such steps are required. The reason is to prevent any issues with theft or damage claims of our tenant's property. The management staff is extremely concerned and want to regain your satisfaction, please accept our deepest apologies for your experience. 

• Initial Complaint

  Date:05/04/2025

  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.

  Black Mold is currently growing on my wall in my living area making me ill. I’ve attempted to contact the current Manager at Avalon Apartments and Corporate Office of the Real Estate Owners.

  Business Response

  Date: 05/05/2025

  Hello Mr. *****,

  Thank you for reaching out regarding this concern you are currently experiencing. The recent damaging weather has resulted in unforeseen damages to our property, and we are working as quickly as possible to have these issues resolved. The complex has been contacted, and they already have a plan of action for any tenants experiencing issues of any kind. Your safety and satisfaction are of the upmost important to us. Please know this issue will be addressed immediately. 

  Customer Answer

  Date: 05/05/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/28/2025

  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.

  I have submitted multiple work orders with Rockbrough to send out help for their mice issue. I moved in at the end of January and have caught an average of 10 mice monthly. They have still not sent anyone and when I went to talk to the office they had traps. So they were fully aware of this issue and not disclosing it before residents move in. A lot of my personal items have been damaged and I can’t even keep food in my home. It’s also increased my and kids allergies very bad.

  Business Response

  Date: 05/05/2025

  Hello Miss ******,

  We apologies for the experience you are currently struggling with. We do want to reassure you that the matter is being addressed, and we have Pest Controlled scheduled for the 12th of this month and just recently had them treat the complex on the 1st of this month. As a friendly reminder, it is very important that our tenants put in a current work order regarding any issues they may have. This allows us to stay connected and resolve your issues in a timely matter. The complex has been contacted regarding your concerns; we will have your concerns addressed. 

• Initial Complaint

  Date:03/25/2025

  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.

  This is for the pest control I paid out of pocket for as my apartment was crawling with cockroaches, after I complained and was promised when I moved in, that this was a service that was done monthly my apartment was sprayed once time the entire time I lived there! From the disgusting filth of others to the bugs literally in hundreds coming in eating their way through my ceiling as I was attempting to bathe in 1119 to the duct I was forced to have cleaned as I had just recovered from radiation and chemo and suffered severe respiratory issues, having to take 6 breathing treatments a day begging them to please clean them and filter which again was changed once the entire time I lived for an entire year not to mention the aggressive dog biting me at the end of auto immune therapy having to undergo rabies vaccines and the promise that the property manager refused to have this breed on the complex only to find out this dog had bitten others. And then she just quits! Then 2 weeks before the move out the building next to mine gets shot up by a tentants known boyfriend and no one even bothers to alert us... The mold inside the hole the balconies literally coming separated while people on amongst them the filth amongst the hallways and the prices you charge ... I am going to court for the ******** I also submitted my forwarding address multiple times to the stand in property manager who attempted to charge me for March too even after giving a 60 day notice and coming to her the day of move out Feb 28th requesting her then to please don't walk out and she blatantly refused stating she would take pictures the apartment was filthy when we moved in I have full videos and pictures of all the items that I was promised would be fixed copies of the 3 pages of repairs that were turned in within my 72 hours at move in and I also have the videos of the apartment and pictures of my move out with my attorney present ... After she refused ... I would like this taken care of immediately

  Business Response

  Date: 03/28/2025

  Hello *******,

  We apologies for the inconvenience this has caused you. Research was done to look into your concerns regarding the pest control issue in your unit and we found that only one pest control workorder was submitted. On March 5th you submitted a work order to have your pest control issues addressed and on March 11th out Tech arrived at your unit to have it treated. Our complexes inform the tenants to submit a work order for any needs they may have, and we strive to address them as quickly as possible. Again, we do apologies for any inconvenience this may have caused you and hope to provide you a better service in the future. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: ********

  I called on 4.18.24 6.11.24 7.14.24 8.11.24 9.9.24 10.16.24 none of which times I called was I ever told this. My work orders were at one point marked completed and they were not as I waited for an outlet to be fixed for months only to find out someone marked it to be completed when it was not mind you only had 2 3 out let's in my kitchen all singles not a lot to work with so I stopped filing the work orders after 3 of them were not worked after being told to file the work order for the washer and dryers then being told that you guys don't maintain your own washer and dryers ... Yet you only have  the ones in building ******************************************************************** the complaint I will be filing.  A suit against your company I would like my full deposit back in full you now have 2 days ramaining to have an itemized statement my forwarding address was left multiple times to my new address I have followed my guidelines and you will be turned into the housing authorities as I have pictures and evidence of exactly all the details I have stated I have nothing to gain by lying . The filth you force people to live in you should all be ashamed of yourself charging lux living prices ! 
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 04/02/2025

  A demand for my return of deposit was made on 3.1.2025 after upholding my end of My legal binding contract I was advised the property manager would release my deposit to me and would mail it to me she then 3 weeks later said it would be coming from corporate I have sent them my address multiple times I have reached out to them several times with absolutely no response I would like my deposit returned in full. No statement was sent to me of any charges I would be charged for therefor they can now return my deposit per ks. State law in full to my forwarding address from corporate offices if they need to contact me I give your offices permission to release said information for my payment release. Of billing address to be released V/R ******* *****

• Initial Complaint

  Date:01/17/2025

  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 ***************** 812 11/22/2024, the home had moldon ceiling and sink, insulation issues, and broken flooring. Reported it and nothing got done but the sink. Fast forward to 01/12/2025, my roof starts to have a HORRIBLE leak from the master all the way to the living room, reported it and was told to move into another unit, stay in the home, or break the lease for $2200, decided to move 01/13/2025 because I have children we move in the SNOW with a newborn. That home was put out as remodeled was not remolded only the carpet was clean. They said they would help with our items, helped us but we had to wait 5 days. 01/17/2025 we get the help, but my sister fell and hurt herself. Spoke to Management about paying this month for ALL the inconvenience told us no and told us we need to figure it out.

  Business Response

  Date: 01/23/2025

  Hello ******* ******,

  We are sorry to hear of your dissatisfaction with your previous unit at our complex. The harsh Winter weather has caused some damages to the roof in your previous building, and we are working very hard to get these fixed. We are pleased to hear that the complex was able to accommodate you and your family with a new unit in such a short time frame. I have done some research into your other concerns with your unit and found that on 11/26 you reported an issue with a slab of tile in your unit, Maintenace was sent out that very same day and deemed that it was already covered with a sealant. I also looked into your insulation concerns to verify that we were assisting any of your concerns in a timely manner and found that on 12/26 you reported a draft coming from your door, Maintenace was sent there the very next morning with weather strips and sealed your door for proper insulation. I'm glad to hear that our office staff and Maintenace team have done everything possible to address all of your concerns quickly and efficiently. As for the unfortunate issue with the mold, the complex has photos of the unit prior to move and unfortunately there was nothing in those photos that indicated mold anywhere in the kitchen area, to include under the sick. Therefore, that hands the responsibility to our tenant to maintain the unit. Maintenace notes were provided regarding the mold under the sink, they noted out treatment was purchased, sprayed, scrapped, and left to dry. There were no other concerns with the area afterwards. Per our policy we have responded and fix every issue in the unit and will not be adjusting your bill. We greatly appreciate you sharing your concerns with us and we hope that your new unit brings you a much better experience with us.

  Customer Answer

  Date: 01/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  They did not put a weather strip they put duct tape, there was definitely mold I will send the photos. They never came out and fixed the tile it is still broke at this time, nobody from your office has contacted me or ******! Weve contacted have yet to receive calls and we have not signed our new lease and we have been in the new apartment for a week now. There are issues going on in the remodeled apartment 0710 as well! This is not okay and we need to have this addressed correctly and definitely should have our rent taken care of at least 50% for all the inconvenience and lies weve been going through!
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/02/2025

  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 reside at Carleton Crossing apartment complex in Stillwater Oklahoma. I have had many minor inconveniences renting through this property. I’d like to first start off by saying I moved in on November 29 of 2024 prior to moving in. I have a move-in statement from November 27 of 2024 stating in detail The expenses I would be paying being that I also have a separate email that states I would be receiving the prorated special of $250 off your first months rent. If you get approved for an application as I did get approved this email clearly states the $250 would be taken off of January‘s rent and not December‘s rent and I was to be paying the full $740 in December prior to moving in as I paid the $740. I moved in it also clearly states that they have on site laundry usage as they have eight washers only one of those washers work, which it doesn’t work technically because it does leak water in the back of the washer when I spoke to the housing Lady about this issue she threatened to kick me out because I was harassing her in quotations though I was not, I was simply asking her a couple questions about why I’m not going to be able to use the on-site laundry as it clearly states it should be in admitty to live here fast-forward a week that comes to today I go to pay my January‘s rent that should be $500 because I should have a $250 off first months rent applied to this month being January I go to pay it and it says I’m supposed to pay the $740 which should be an accurate so I called Lexi being one of the two ladies in the housing where she informs me She’ll try to find that email and she’ll let me know. About 10 minutes later she calls me to say that the $250 was applied to December. I have no recollection of that as I have two emails that clearly states I pay these $740 for December. this lady is now threatening me to an eviction. I have a video that I recorded with her threatening me saying I’m harassing her and I’m refusing to pay rent, which is not the case.

  Business Response

  Date: 01/16/2025

  Hello *******

  We are glad to hear your concerns and issues have been resolved. To confirm this wasn't reported to your credit at all and the $250 was restored to you as a credit. 

  Thank you

• Initial Complaint

  Date:01/01/2025

  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 rented an apartment from Eucalyptus Real Estate, *** ******* ******, that is located in El Dorado, KS, for our two sons. We signed a lease July 27, 2024, for six months and checked out on/near December 22, 2024. During our stay I personally (mother of the boys) spoke multiple times with the property manager ****** and gave her my phone number if she needed anything. When we checked in we arrived to the two bedroom "furnished" apartment with only beds in each bedroom. For a month the boys lived there with nothing but the beds. After multiple requests to ****** and no furniture, we went to a local store and bought some bean bag seats so they would have something to sit in. On August 20th, a couch, 1 end tab & 1 coffee table arrived (documented by pictures we took). We spent a lot of time at the ******* ********** and on several occasions we found numerous dog feces on the stairs, and trash throughout the hallways, to a point where my husband and I would go out and vacuum the hallways and clean up the feces. Two different times we notified ****** that we were leaving in November but fulfilling our contract through December and on November 25th the boys went to the office and asked ******n to get a checklist of what to do for their move out, which is important because instead of her simply letting the boys know that they needed to sign a "notice to vacate" piece of paper, she said nothing and used it as a reason to keep their deposit. We drove down to the apartment on Dec 22 to make sure the apartment was clean and turn in the keys, ****** informed us that we would not get our deposit because we did not sign a notice to va**** document 30 days prior to the end of our lease. This stipulation is in the contract, however we verbally notified her twice in November and she said nothing about signing a paper, something she could have easily said to us. This was clearly a tactic to keep renters deposit checks and is unethical to renters, we are seeking refund of deposit.

  Business Response

  Date: 01/16/2025

  Hello, ****** and *****

  Thank you for bringing this matter to our attention. I have contacted the complex and reviewed the information from them and the lease agreement that your sons signed. As I understand it, you are concerned about the return of their security deposit and have raised issues related to the notice to va**** requirement. Specifically, the lease agreement clearly states on two separate pages that a 30-day written notice is required to vacate, regardless of whether the lease term has been fulfilled.
  The relevant clause in the lease agreement states:
  "TERMINATION/MOVE-OUT: Tenant may terminate this lease only on the expiration of the initial term or renewal period by providing thirty (30) days written notice of intent to va**** delivered to Landlord on or before a periodic rent paying date. The notice of intent to va**** must be written on the Move-Out Notice supplied by the Landlord and specifies the exact date Tenant will move out."
  It's noted by the complex and its manager that both your sons acknowledged the lease terms, including the notice requirement, when they moved in. Additionally, they acknowledged the presence of furniture upon their move-in date, as documented in the move in forms. During our conversations, their mother expressed concern that her sons may have been unaware of the details in the paperwork they signed. I explained to her that if they were unsure about what they were signing, they should not have felt compelled to do so.
  Regarding their deposit, the required 30-day notice to va**** was not submitted as per the lease, which is why the deposit could not be refunded. Unfortunately, despite verbal notifications in November, the necessary written notice was never provided.
  I hope this clarifies the situation.
  

  Customer Answer

  Date: 01/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response affirms the reason for the complaint. We acknowledge that the lease was through December and that the contract has verbiage within it that written notice of vacancy is required. *** and *** went to the office in late November and let ****** know they were moving out before December 1 and ***** spoke to ****** on the phone personally and asked if they could exit the lease a month early.  She was told we could not, we would be responsible for December rent as the lease states, this is completely understandable, and we had no issue with that.  The complaint is simply that she was told in person by *** and *** that they were moving out a month early and ***** **** followed that up with a phone call to let her know that they were moving out a month early.  ****** took the initiative to give them a move out check list but did not have the courtesy to also remind/give them a notice of vacancy form to sign knowing that they were leaving.  To flippantly respond that "it is in the contract and they signed it" disregards the unethical manner in which they are applying the clause and demonstrates an extremely low level of customer service and business practice...This will be clearly documented and broadcasted on every social media platform we can utilize. The fact that the furnished unit was not furnished for several weeks after they moved in and furthermore, they were asked to move the furniture up 3 flights of stairs themselves, along with hallways that literally have animal waste on the floors, are the property owners prerogative and most likely within their contractual rights as well but will be emphasized to further illustrate how poor the product is on our online reviews.  The management company can choose to justify their practices using litigious language in a contract, but people understand ethical business practices and adequate customer service.    

  Sincerely,
  ****** & ***** **** *********