Complaints

This profile includes complaints for Commercial and Residential Management Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Commercial and Residential Management Group

  9400 SW Barnes Rd Ste 400 Portland, OR 97225-6660

• 

  Mountain View Apartments

  1840 Molalla Ave Main Office Oregon City, OR 97045

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:01/26/2025

  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.

  My husband and I live at the **************************, managed by CRMG. On Nov. 22nd 2024 around 6:15pm, we observed that a spot on our ceiling in our living room looked discolored. My husband touched it and it was slightly mushy, so we put in a maintenance request in on our resident portal app. Soon after this, we observed that the paint had begun pealing and the ceiling was drooping a little where the discolored area was. We then immediately went next door to the property managers (***** *********) unit and alerted them that the ceiling appeared to be leaking. They said that they'd call the maintenance guy, ****** and that he'd be over in 10 minutes to take a look at the ceiling. ***** came and said that the ceiling was in fact leaking and then used a moisture meter with a probe and stuck it in the leaky spot. This caused water to begin dripping from the ceiling. He then said that a plumber would need to come and take a look at it but might not be able to come that night. He set a bucket under the leak and left. Two hours later, at around 11pm, a plumber showed up. He thought the tub upstairs was the cause, so he cut a small hole in the ceiling, about 3 feet from where the ceiling was actually leaking. He found out that the tub obviously was leaking, so he cut a 1x1 hole where the leak was. When he pulled the piece of drywall down, it was covered in black mold and so was the insulation. He determined that it was the toilet ****** leaking. He replaced the wax ring on the toilet, duck taped a trash bag to the hole and left. I then emailed ***** on Nov. 24 2024 asking when the repairs would be done. Our email thread will be attached below. They've had two different restoration companies come and bid the job to have the drywall replaced and it still hasn't been replaced. Black mold has been growing in the hole and around it on the ceiling. It was been over two months since the initial request for repairs. I am starting to have mold exposure symptoms.

  Business Response

  Date: 01/28/2025

  Dear Halie,
  
  Thank you for reaching out and sharing your concerns with us and the business community. We appreciate your patience throughout this process.

  As you mentioned in your complaint, our on-site team responded to your service request promptly on the same day you submitted it. They evaluated, mitigated, and then referred the matter to a licensed plumbing service, who arrived within two hours for an emergency repair and successfully completed the necessary work. Additionally, as you noted, damaged materials such as drywall and insulation were removed from your apartment.

  As youre aware, weve had the damage evaluated by two separate restoration professionals. Given the nature of water damage, its essential for the affected area to dry completely before any repairs to the drywall can begin. We fully understand that having a hole in your ceiling is far from ideal, and we truly appreciate your understanding as we work through this together. We have confirmation in writing from restoration professionals that the area is dry and free from any organic growth. We have already referred the final repairs to a licensed contractor and have requested that they schedule with us as soon as possible. You will be contacted as soon as the date is confirmed. We will also provide you with a notice of entry that includes further details about who will be conducting the repairs, along with the expected time and duration of repair.
  
  Should you have any additional questions or concerns, wed be happy to discuss them with you further. Thank you for your patience.

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:

   

  My Husband, *******, and my step father work in restoration and they both say that it doesn't take two months for drywall and support beams to dry. I'm not sure why the restoration company said that there isn't any organic growth in the hole in the ceiling because there is a significant amount growing up there. I've attached the photos we've took of the growth again for reference. The growth has caused us to have black mold exposure symptoms and kept us from using our living room to avoid excess exposure. It has also kept us from being able to host for the holidays. The hole has kept us from being able to adequately heat our home resulting in our electric bill increasing $70 each month over the last two months. This is why we believe we deserve to be compensated. 

   

  The Oregon Renters Handbook on Repairs states that:

   

  "Oregon law requires that the landlord maintain the rental property in habitable (livable) condition. The landlord is required to supply:

   

  Heat

   

  Working plumbing that is up to code

   

  Hot and cold running water

   

  Safe drinking water

   

  Gas and/or electricity in safe working order

   

  Light fixtures Locks for exterior doors

   

  Latches for windows

   

  Effective waterproofing and weather protection of roof and exterior walls, including windows and doors

   

  Building and common areas within the landlords control are safe, clean, sanitary, and free from debris, filth, rubbish, garbage, rodents and vermin

   

  Floors, walls, ceilings, stairways and railings maintained in good repair

   

  A working smoke alarm or smoke detector, with working batteries if solely battery-operated, provided at the beginning of any new tenancy

   

  If the landlord fails to supply any of the things in the list above, or fails to fix or replace any of the things in the list that break, a renter has some important legal rights, including:

   

  The right to break the lease, if the rental agreement is for a fixed term.

   

  The right to collect damages for reduced rental value.

   

  The right to vacate the unit and seek substitute housing.

   

  If the unit is not habitable, the right to withhold rent."

   

  We are aware of our rights as renters and want to ensure that these repairs get done in a timely manner so that our home is safe from health hazards and properly heated.

   

  Sincerely,

   

   

   

  ***** *****

  Business Response

  Date: 02/18/2025

  An Environmental Services company performed testing for mold spores, and the lab results confirmed that there are no issues with elevated airborne mold spores indoors. The indoor air quality is within normal levels, and no further action is required based on these findings.

   

  Thank you

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22860698
  
  I am rejecting this response because:
  

  It's my understanding that we're to get a copy of the report either by mail, email, or posted to our door. We'd like a copy of the report for our records. 

  Furthermore, we still believe reimbursement for decreased rental value is warrented being that we were unable to have family over for the holidays due to the fear of the mold being airborn and the visual appearance of the ceiling, our electricity bill has increased drastically due to lack of insulation in the ceiling, and also because the repairs haven't been made in a timely manner.

  It's been nearly 3 months since the incident occurred and no repairs have been made. It seems like there is no sense of urgency on your behalf in regards to making these repairs. It took over two months for you to test the mold to see if it's airborne. The testing and repairs should've been done months ago being that the ceiling only took about 1-2 weeks to dry. 

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved out of ************************ in July of 2024. Since then, we have received several emails claiming that our account will be sent to collections. I have attempted reaching CRMG numerous times, via email and phone with only one response saying that our account is paid. We have a co-signer and this account, and according to CRMG, the new management company, and the collections company our account was allegedly sent to, the account is taken care of. We need to know what is going on because nobody seems to have answers and my co-signer will be affected if there is a credit impact.

  Business Response

  Date: 09/27/2024

  Hi,

  We have reviewed these messages and spoken to our Controller. There is a previous balance left on this account, however it is not being sent to collections, and will not be sent to collections at all in the future. A notification was sent to all accounts that still have a remaining balance with us, in error. We have fixed that error and no more notifications will be sent out to previous tenants that still hold a balance with us. Please let us know if that has resolved any misunderstandings or miscommunications that may have occurred. 

  Thank you,

  CRMG

• Initial Complaint

  Date:08/27/2024

  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.

  My family and I had to move out of an apartment unit due to toxic mold which was making us all sick. Due to my son's mold allergy, we were able to break lease early with no extra charges (I have this in writing). Shortly after we left and we had to leave our stuff behind, my younger daughter needed to go the hospital and was there for almost 2 weeks. My wife stayed with her and I with our 2 older kids. There was no way I could go clean out the unit during this time. I couldn't even work for multiple weeks. After the hospitalization, I was able to spend one day cleaning out the unit after I had already paid a lot for a junk removal service to get rid of the big items. I understand I had to leave a lot, but it was just me and we wanted to get out as soon as possible so we wouldn't have to keep paying rent. We officially moved out on the 12th of July after paying the full month's rent and we have yet to get the prorated portion back. I contacted C&R multiple times via email and phone starting 6 days ago and all they can tell me is that "they're working on it."Honestly, I think they are trying to get as much money out of us as possible by imposing excessive charges on our move out statement. I understand the junk removal charge but the painting fee was absolutely absurd and unjustified. In addition, I asked for more details on the charges which they still haven't given us. They did at least apply our security deposit but still haven't returned the prorated portion of our July rent. We are requesting to receive the prorated portion back or have it applied to the charges and also a detailed report of what we're actually being charged for (i.e. what needed to be painted).

  Business Response

  Date: 08/30/2024

  There was no evidence of mold in the unit. On 6/6/2024 the residents reported a leak in their living room. Onsite staff investigated and found no evidence of a leak. The residents remained convinced that there was a leak and mold. We had a restoration company (ServePlus) check the unit and they also found no leak or evidence of mold.  The onsite manager inspected again on 6/21 and took the attached photos- there was no evidence of a leak or mold.
  
  The residents requested environmental testing of their unit and claimed their unit was uninhabitable. They started sleeping in their car in the property parking lot because they were felt living in the unit was causing adverse health effects. I got legal advice on the matter from ******************* with Andor Law. He helped me draft the attached message back to the residents refuting their claim that the unit was uninhabitable. We did allow them to break their lease with no lease break fee or transfer to another unit because I did not want them sleeping in their car.
  
  They paid full rent for July. They contacted us on 8/21 requesting this be waived and disputing other charges. I responded same day thanking them for reaching out and letting them know I would review and respond in full as soon as possible. They did not respond to my email but they did send another email to ************************************* and left a voicemail for the front desk on 8/27 about the same matter. I sent them another email stating I would respond as soon as possible on 8/27 and thanked them for their patience.
  
  Today I responded to their email today agreeing the rent for 7/12 7/31 should be waived. I did not adjust any other charges as all seem reasonable to me. Attached is a copy of that email.

  Portfolio Manager

  Customer Answer

  Date: 09/04/2024

  We do not accept this response because there was toxic mold in our unit which made the place uninhabitable for us. 
  
  - There was a leak above our master bathroom ceiling which led to mold growth. This was repaired improperly and the mold came back. 
  - We've had consistently high humidity in the unit in spite of opening windows,  running the exhaust fan and using a dehumidifier. This has led to the walls becoming moist and causing the paint to peel (an ingestion hazard for our kids). C&R states there is nothing wrong with the moisture readings but we've done our own research and found out that readings over 10% often indicate a moisture issue behind the wall.  The humidity in the unit allowed mold to grow in a number places including upper corners around the shower walls and door frames. 
  - Our washer ended up full of mold which was making us all sick.  We were never told about any preventative measures to take to prevent this. Our son is allergic to mold and we got a note from his doctor so we could receive "reasonable accommodation" so we could get a brand new washer which we had to push hard for. Management kept trying to get us to accept our old washer back after it had been cleaned with bleach.  Bleach should not be used to clean up mold and my wife is allergic to bleach. We had to explain this multiple times before we were accommodated. 
  - The outside part of our AC/Heating unit kept getting wet from water dripping from above causing mold growth all over the outside part. We brought this up many times and it was never corrected. Every time the unit ran caused mold and mold spores to be blown into the house,  making us all sick. 
  - For months,  we've heard dripping within the living room wall. We asked repeatedly for this to be checked as the dripping persisted and our symptoms of mold poisoning continued. ******************* took moisture readings of the drywall and did a thermo-scan to check for excessive moisture.  ******************* determined there was no moisture issue. The dripping continued along with our mold poisoning symptoms. 
  - Finally,  after we moved out,  I spoke with property manager, *********************, he informed me that the wall and ceiling was cut into and there was evidence of water damage,  confirming our suspicions of leaking behind the wall. 
  
  The ill effects we experienced included vomiting, drowsiness, visual and auditory disturbances, breathing difficulty, headache, slurred speech, loss of coordination. We have been through mold exposure at other places we lived and had a lot of the same symptoms listed above. If necessary,  we will provide additional photos and medical records. I included photos of the moldy agitator from our washer and part of the wall showing peeling. 
  
  We all got checked out at an ER shortly after we left our unit for good where multiple medical professionals agreed that we were experiencing mold poisoning and needed to stay out of our unit to get better. My daughter had a persistent rash that was diagnosed as a mold rash. Our symptoms got better shortly after we left our unit. 
  
  In addition to refunding our prorated rent, we are requesting C&R to acknowledge there was toxic mold in our unit. 
  
  
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  December 2023 we report a water leak. Restoration people come and tell us the problem will be fixed on the roof in a week and install dehumidifiers. A week later they remove the dehumidifiers and the carpet is dry and they tell us it's fixed. **** comes back a week later and the manager tells me it wasn't actually fixed and it's a HVAC issue. HVac guy comes and says he'll need to come back with a ton of guys and equipment to fix it. Then a week later were told it was the roof all along. Then it takes an entire month for roof people to fix it. Then a week later the restoration team comes in and says they will repair the 2 affected areas, living room and bedroom. They no show multiple times and take 3 weeks to repair the bedroom. Then they falsely claim there was never anything wrong with the living room. So we have to wait 2 weeks for a new guy to inspect the living room. He inspects it but we don't get told the results until another month after. We are now 5 months in and the repairs are still not done. They keep promising rent credit as compensation but won't give it to us until the problems are fixed. Not only that, they never cleaned the mold and mildew on any of the carpets. So they give up and just move us into a new place. Then they claim that moving us was the compensation which is crazy because we wouldn't have had to move if you guys fixed the problem in the first place.

  Business Response

  Date: 06/03/2024

  We have been working with *************************** to resolve maintenance issues. Attached is the email where *************************** asked for either a rent credit OR a transfer to another apartment. We approved the transfer requested.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21786400
  
  I am rejecting this response because the business has just lied about what was described in the email. The two options I presented were in relation to resolving the problem that they continually delayed fixing for 5 months straight. I have attached the original email that the business intentionally left out that clearly shows me saying "considering there are months of repairs left". No where did I state that moving us would result in us losing rent credit. It clearly shows even in the screenshot the business provided that I was requesting the cash amount of rent credit because I wanted to leave the apartment due to it being hazardous for my health to continue living there.

  As proof of the hazardess conditions, I have attached the first alert of the water damage I have landmark as well as the moist recent acknowledgement of the problem they provided me. Please note the nearly 5 month time gap that proves that moisture continued to exist in the walls several months after the landlord was notified. Please also note how this violates the Oregon Revised Statutes (ORS) ******, landlords must provide safe and working plumbing and ensure that rental units are protected from weather-related water damage. The reasonable amount of time allowed legally by the law is 10 days. They have taken 5 months.
  
  The purpose of my email wasn't "move us or give us rent credit", it was "pay us and let us leave or "move us" so we didn't have to live with mold anymore. Not only have you misrepresented the facts, you've violated multiple Oregon tenant laws. And the Oregon Law is VERY clear about the requirement of rental reduction:
  
  As stated in ORS 90.365(1)(b):
  If the landlord fails to supply any essential service, the tenant may give written notice to the landlord specifying the breach and may immediately take appropriate measures. If the lack of the essential service makes the dwelling unit unsafe or unfit for normal habitation, the tenant may obtain a reduction in rent proportional to the reduced fair rental value of the dwelling unit during the period of the landlord's noncompliance.

  Moving us was your solution to the problem because you were no longer in noncompliance. You still owe the rent reduction equal to the reduced value of the apartment. The portfolio manager gave us $500 for water damage in 1 room for 1 month. So going by that estimation, and the fact that there were actually two rooms that had water damage, that comes to about $3,000 in rent credit we are owed. 

   

  Additionally, due to your dishonest behavior demonstrated in this email exchange, I will be letting the other tenants know of your dishonest actions. Starting with the amount of days you gave us to move out, something you wished for us to keep a secret for you.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/21/2024

  The complaint has been resolved for complaint number #********

• Initial Complaint

  Date:12/11/2023

  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 moved out of ********************* in September. After years of living there we where we'll aware of their greed. As a result I asked to.be present during the move put inspection. Also, video proof of the condition of the property. During the inspection the ripped up the carpets to check padding and assured me the entire apartment just has normal wear. The manager informed me they where doing a full remodel on the apartment. 2 weeks later we get an a bill for *****. It is clear that they are trying to get us to pay for the remodel. We tried emailing them atleast 9 times with not a single response from them. They have since pushed it to collections. How do we settle business conflicts with a company that won't respond regarding false allegations. What are our options? Is there any attorneys you would recommend? At this point it has caused alot of heartache and stress and now our credit. Can we *** them? Can we place them in collections?

  Business Response

  Date: 01/17/2024

  This resident is claiming that the onsite team told her she would not be getting charged anything because they had to remodel the unit anyway which I confirmed with the team that no one told her or her husband that. They moved out on Sept 24th and final accounting was processed October 10th, she called corporate Oct 10th and ******* returned her call October 12th but did not get a response from her or an email back, the onsite team also sent an email to her and her husband and the message was read (read receipt) but no one responded. The move-out pictures show stains/pet damage on an area on the carpet and the carpet was replaced and the charges were prorated and charged back to them. See attachments for details.

• Initial Complaint

  Date:05/04/2023

  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 have a landlord that is doing excessive inspections. I have completed and turned in an intent to vacate with my last day in apartment being May 31 according to my lease. The apartments did an inspection on 4/12. They found a smoke alarm that needed attention and charged me a tampering fee of $250. I paid the fee with my rent. The maintenance crew came in and said it was a Carbon Monoxide alarm and it was needing to be replaced. I am not tall enough to touch said alarm nor have I tampered with it. Now I get a notice of "Pre-inpection" on my door for Friday May 5 "This is a pre-inpection to begin preparing the unit for next tenant. I will be identifying which vendors are needed, such as painters, maintenance etc." end quote. I turned in maintenance requests to fix the "smoke alarm" after the inspection since it was a major issue. , I had already requested maintenance on other various things around my apartment. Maintenance came in on April 28 and only attend to a few things, identifying that the carbon monoxide alarm was broken according to my friend who was here to watch my animals. I am in the process of packing to move out. I am a veteran of the Air Force with diagnosed PTSD, I have a caretaker here since I am also recovering from Breast Cancer treatment this latest one being reconstruction. We got a violation even though I tried to add him to lease. He did vacate but I do have him over to help me move the heavier things around. Breast Reconstruction Surgery was Feb 23, 2023. The apartment does not have reasonable purpose to "pre-inspect" since I am still here. My onsite manager glares while smoking his cigarette outside which makes for an uncomfortable situation. When this particular manager took over in November, while my caretaker was parking the vehicle *** walked to my truck with a cig hanging for his mouth and a pooper scooper shovel in the other asking my friend if he was supposed to park there.We have assigned parking. It was scary encounter.

  Customer Answer

  Date: 05/04/2023

  The resolution I would like tis the apartment and its management to leave me alone. I do not want a "pre-inspection" when there will be a walk through scheduled after I move my stuff out. How can they expect tp reasonably inspect if I have boxes everywhere and things on my walls because I still ***********?  I do not believe the carbon monoxide alarm worked when I moved in, I would like the companies policy to be changed in regards to discovering things of that nature. The $250 fee put me in a financial situation since I have been unable to work from surgery. The apartments were made aware of the situation, I wrote the onsite manager about possibility of it being a warning who forwarded it his boss but they charged me anyway. 

  Business Response

  Date: 05/11/2023

  Hello,
  
  This statement is a direct response to the complaint submitted on May 3rd,2023, to the BBB by the current resident residing in apartment 107, ***************************.
  
  *************************** reached out to me, the Portfolio Manager, of Salt Creek Apartments on May 4th, 2023 (email and response attached.) ******** explained in detail the issues in this complaint, and I assured her that the fee,inspection, and notices for entry were all items she would have read about when reviewing and signing her rental agreement. I walked Chealsea through the move in walk- through that I completed with her, showing that the smoke detector was working at move in. Her response was that her guest, ****, must have removed the battery and she understood and had paid the fee.
  I then walked Chealsea through the move out process for ************************ and let her know the pre-moveout inspection is completed on/for every apartment home in the company, to prepare for the vendors that must be scheduled. Though this is the case, I informed ******** that since she mentioned her concerns regarding the inspections, that I nor any ************************ Staff or vendor(s) would enter her apartment home for the move out inspection.
  
  As you see in the attached email chain Chealsea has responded understanding why the notices were given, entry was made, and fees were added to her account.
  
  Chealsea has my contact information, and I will be closely working with her, as necessary, until her move out date arrives.
  
  Should you have further questions or concerns, please know I am available to assist.
  
  Thank you,
  *****************************
  

  Customer Answer

  Date: 05/11/2023

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

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter, who I share joint custody with my ex-husband, leased a 2 bedroom/2 bathroom apartment from Progress Terrace Apartments from 6/9/2021 through 11/26/2022. We were the only two on the lease and she only lived with me two weeks out of every month. I paid a $500 security deposit upon moving into *******************************************************************************************************. I took pictures of the condition of the apartment and noted damage to the walls, carpet, and appliances on the Move-In Inspection Sheet. I cleaned the apartment thoroughly upon moving out but did not steam clean the carpets. I was told by ****** on 10/16/2022, when I hand delivered my lease termination notice, that I would be charged a cleaning fee. I also told ******* that I cleaned the apartment but didnt steam clean the carpets when I dropped off the keys on Saturday 11/19/2022. She said that it wasnt necessary. I made sure to take pictures and document the condition of the apartment the day I left since I read similar reviews online about how this complex will bill for unnecessary charges after moving out. Sure enough, I received a tenant ledger on 12/28/2022 stating that I had a balance due of $519.76 for "move out accounting" beyond the $500 security deposit I had paid. The balance needed to be paid within 60 days or would be turned over to collections. I wrote a letter to the management company asking for an explanation of the charges, provided copies of the pictures I had taken upon move-in and move out and asked that the remainder of my deposit be returned. I've contacted the complex and management company five times via email and phone but have not received one follow-up call or email in response. I would like my security deposit of $500 refunded to me swiftly. I have spent countless hours of my time trying to initiate communication and demand a resolution.

  Business Response

  Date: 02/06/2023

  A refund check is in the mail. We appreciate your residency.

• Initial Complaint

  Date:10/06/2022

  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 lived in the ******* Apartments for two years. I moved out with notice on the final day of August 2022. It has been over 31 days and my deposit has not been returned. I have also not received any deductions or a list of charges against my deposit of 500 dollars. My emails and calls are going unanswered.

  Business Response

  Date: 10/17/2022

  ****,
  The refund was issued in a timely matter. Per the conversation notes between you and ******, there are some mail delivery issues that might be going on at your new address in DC.  At your request, we gave it another week to arrive and now that the check is still not delivered,we reissued a check and mailed it to your parents address as requested. As of now, the delay is not caused by ************************, we are keeping a good line of communication and working diligently to deliver the check to you.

  Customer Answer

  Date: 10/17/2022

   
  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 only issue is that I was not notified that the refund was ever sent and all attempts to contact the business about it went unanswered at all email addresses and phone numbers listed for the business.I have received the refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/13/2022

  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 have a charge for repainting my entire apartment and doing touch up on the trim and door ways. There was no reason for the entire apartment to be painted as the paint and walls were in the same condition as when we moved in. This is a fraudulent charge in an attempt to keep our security deposit. I would like to be refunded the amount to repaint the entire apartment. With multiple emails they refuse to acknowledge the charge for repainting the entire apartment and have stopped communicating with me as well.

  Business Response

  Date: 09/16/2022

  After review of the account, we will be adjusting the final accounting for these charges. The resident was contacted today, September 16th, 2022 to be informed of the review and adjustments. 

  Customer Answer

  Date: 09/16/2022

   
  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:08/09/2022

  Type:Order 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 name is *******, I am 27 and currently work and am trying to continue to live in ********. As someone who works primarily from home, having a place to do that work is paramount. I recently applied for an apartment through ************** - I was accepted by two different properties. I talked to ******************* at 399 Velo Apartments and she told me I had been accepted. This was July 22nd. After speaking with the property manager she established a move on August 5th or August 6th, and that there would be fresh paint upon move-in. I chose the 6th. July 25th, I created a tenant portal through their third-party software, Entrata. I paid an "execution agreement fee" or a deposit of $518. I submitted rental insurance as well.A little over a week goes by and I am now ready to move into my new apartment. I call the property manager and they tell me they've rented the apartment to someone else. There are no more units available in the complex. I take a long pause, then I try to explain that I paid the deposit, how could this be? She responds by saying, I need to look into this, I will call you back. I quickly sent over my tenant portal information indicating I paid my deposit. She never called me back and screened my calls when I tried. I continue to get screened.I then received an email back saying "We apologize but there was a glitch in our system. Your application was canceled showing you had decided to move onto another apartment community. At the time your application was canceled another application was processed and completed. Unfortunately, we do not have another unit available at this time so we will be refunding your execution deposit. You are welcome to keep an eye out on our website for future availability. Thank you for your interest in Velo Apartments."They're trying to shift blame onto me when all I did was explicitly agree and execute everything I needed to do as a new tenant and pay my deposit fee via their online portal.

  Business Response

  Date: 02/20/2024

  To whom this may concern, 

  We appreciate the time to share with us feedback regarding one of our communities. We apologize that it has taken so long to return a response, but believe this has been taken care of. If not, please feel free to reach out to our team directly. If this matter involved any litigation, please still reach out to our team directly, but know it might be out of our control.