Complaints

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:05/15/2025

  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 signed a lease with The ******************** and moved in on April 22, 2025. During the leasing process, I was told I could adjust the lease start date after signing. This turned out to be false, and I was required to begin tenancy earlier than expected, causing financial and logistical hardship.Upon move-in, I submitted a formal inspection report. The unit was not properly cleaned or inspectedthere were visible hair flakes along and beneath the bedroom window frame, including some painted over. This concern was shared with management but never resolved.The most serious issue is that the in-unit washer a key amenity promised in the lease, has been nonfunctional since day one. I submitted a maintenance request immediately, and was later told a replacement drain pump was needed. As of today, over two weeks into my lease the appliance has still not been repaired. No temporary laundry access or compensation has been offered, despite my need to wash work uniforms and maintain basic hygiene.Throughout this process, communication from management has been consistently poor. Responses have been delayed, unclear, or inconsistent. The lack of clarity and accountability has severely impacted my trust in the company.I have now issued a 30-day notice of lease termination under ORS ******, citing failure to maintain habitability and misrepresentation.

  Business Response

  Date: 05/16/2025

  When Mr. ******* application was approved, he was informed that per policy, his lease needed to start within 10 days of approval. He was informed that he was welcome to set his actual move in date anytime he wanted after the lease start date, but we were not able to be flexible with the actual start date. Mr. ****** was not very happy with this, stating that with his finances, it would be very hard for him to have his lease start in 10 days. Our employee who was working with him went to management, asking if there was anything we could to to help Mr. ****** in this situation in order to assist with his financial concerns while still staying within our policy regarding the lease start date. Our employee was successfully able to get a concession approved, which was applied to the move in charges, greatly minimizing what was due at move in.

  Per Oregon statute, we provided Mr. ****** with a move in condition report. All new tenants are told at move in that this form is to document existing damages so they are not charged at move out, but if they notice something that needs attention, they need to submit a work order so that we can document the work and get our maintenance team scheduled to stop by and address the concern(s).

  I can assure you that every unit we rent has been professionally cleaned. There are times that the professional cleaning takes place and several weeks may go by prior to us getting the unit rented, so it is possible for some dust/debris to accumulate prior to someone moving in. Our techs wipe down base boards, windowsills, etc. prior to painting for a new resident.

  When Mr. ****** submitted a work order alerting us to the fact that his washing machine was not working properly, we scheduled our appliance repairman on staff to assess the problem, it was then determined that a part needed to be ordered and it was communicated to Mr. ****** that as soon as it arrived, we would let him know so that we could work around his schedule to get repaired.

  Mr. ****** is now citing ORS ****** (1)(f) which refers to keeping the building and the unit at commencement free from debris, filth, rubbish, garbage, rodents and vermin. As previously stated and proven by the attached cleaning invoice, we did in fact have the unit professionally cleaned in between tenants.

  Mr. ****** is also citing ORS ****** which refers to a landlord being in non-compliance and tenant's right to terminate their tenancy should the non-compliance not be corrected within the 30 day window provided by the tenant. However, this statue applies only to habitability issues in which the landlord has *************************************************************** which the landlord has 7 days to correct. In both of those cases, the tenancy would terminate without penalty if and only if the problem was not corrected within the timeframe outlined in the statute.

  In this specific situation, having a washing machine that needs repair does not constitute a habitability issue nor is a washing machine considered an essential service.

  Mr. ****** was informed that he is welcome to terminate his lease with us, but early termination fees will apply if he chooses to do so. I am happy to report that the necessary part for the washing machine repair arrived yesterday and our maintenance department reached out to Mr. ****** to get the repair completed. 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23333626
  
  I am rejecting this response because:

  Several statements made by the property manager are inaccurate, incomplete, or misrepresent the legal framework provided under Oregon landlord-tenant law.
  
  I submitted my formal move-in condition report on May 1, 2025, which included both photos and a video of the malfunctioning washer unit. The administrative assistant acknowledged receipt and stated she would forward the materials to the maintenance department. I had every reason to believe this was done. However, after receiving no follow-up, I personally called the office on May 5 and discovered that maintenance had no knowledge of the issue. I then submitted an official work order on May 6. As of today May 16, the washer unit has still not been repaired. No interim laundry access or alternative support was offered, despite my repeated communication and the fact that my laundry containing bedding and work uniforms had been sitting untreated for days due to the appliance failure.
  
  The property claims that appliances such as washers are not essential services, but this misrepresents both the facts of my lease and the law. The washer was explicitly included as a built-in amenity, and the cost of the unit reflects that. Under ORS 90.320(1)(k), landlords are obligated to maintain any provided appliances in working order. The complete absence of functional in-unit laundry for more than two weeks especially when no alternate accommodation is offered meets the standard for a habitability issue, particularly when the landlord fails to act within a reasonable time.
  
  Moreover, their assertion that ORS ****** only applies after a full 30-day waiting period is false. ORS ******(1)(b) allows tenants to terminate their lease without penalty when a landlord fails to supply and maintain the premises in a habitable condition within a reasonable time after notice. The law does not require a tenant to wait the full statutory ***************************************************** failure to act on a known problem that materially affects the use of the home.
  
  Additionally, during the lease process, I was told I would be able to adjust my lease start date after signing. That statement is clearly false out to be and I was forced to begin my lease earlier than planned adding avoidable financial hardship. Management later framed a concession as an act of goodwill, but it does not negate the fact that a key lease term was misrepresented at the point of agreement.
  
  Finally, their reference to a cleaning invoice does not disprove that the unit was not in move-in condition. My photos show hair flakes painted over on windowsills, and I reported this in writing through my move-in condition report.
  I have issued a valid 30-day lease termination notice under ORS ****** based on material noncompliance.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/20/2025

  When a resident alerts us to a problem, we get someone into the unit to resolve it as quickly as possible. Under Oregon Landlord Tenant Law, a washing machine is not an essential service and alternative accommodations do not need to be provided. The argument regarding habitability is invalid as the unit is, under statute habitable. Mr. ****** issued a letter providing 30 days notice to terminate tenancy, which is within his right to do. However, terminating the lease without penalty is not applicable in this situation. If Mr. ****** wishes to reference ORS ****** (a) stating that Anchor NW is in breach of the contract, Mr. ****** must also review the information in ORS ****** (b) that states that if the breach is remedied by repairs within **************************************************************************************************************************** this case, the termination letter was issued to Landlord on May 15, 2025 and per Mr. ****** schedule, we have this repair scheduled to be completed on May 22, 2025.

  The unit is and has been in habitable condition. To reiterate, a washing machine, although a listed amenity in the rental unit, is not an essential service and the inability to use that appliance does not render the unit inhabitable under statute. Mr. ****** is welcome to terminate the lease contract, however, early termination fees do and will apply.  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23333626
  
  I am rejecting this response because:

  This is my final clarification in response to Anchor NWs latest statement.
  
  The issue with the washer/dryer was reported on May 1, 2025, with photos and video included in my formal move in inspection report. Management confirmed receipt but failed to take further action until I called on May 5. I submitted a formal work order on May 6. The part did not arrive until May 15, and the repair is not scheduled until May 22.
  
  This timeline reflects a delay of 21 days, during which I had no working laundry appliance, no temporary access, and no accommodation. I never declined a service appointment and granted full access to the unit. Managements reference to working around my schedule is inaccurate.
  
  ORS 90.360(1)(b) allows a tenant to terminate their lease when the landlord fails to maintain the unit in compliance with the rental agreement within a reasonable time after being notified. This is the section I invoked not the essential services clause.
  
  A washer and dryer included in the lease and advertised as a standard amenity is not optional. Under ORS 90.320(1)(k), the landlord is legally obligated to maintain all included appliances. When a key amenity does not function from the day of move-in, and the landlord fails to repair it within a reasonable time or provide any alternative, that is material noncompliance.
  
  My lease termination notice issued on May 15 stands under ORS 90.360(1)(b) so termination fees are not enforceable when the landlord fails to uphold the terms of the lease.
  
  This matter is not a lease break. It is a valid and lawful lease termination based on statutory protections afforded to Oregon tenants.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/18/2024

  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.

  Anchor NW Property Group has alleged I made damages to their property when I was living there. Water damages which they alleged it was major and had to be done fixed and they told me I had to file a renters insurance claim which I did but its been more than a month and there is another resident living there which means things have been fixed and they still have not giving me the alleged information of damages. I have asked the administrator like *********************************************************************************************************************************************************************** the back burner and they keep ignoring me. This is obviously an act of ignoring me when they clearly have the information and they refuse to give it to me I believe is to then have all that bill and debt under my name once the claim has expired for them not providing the necessary information. There is a new resident in the unit since last month and it shows me they do have all the alleged damages information but they refuse to give it to me.

  Business Response

  Date: 11/19/2024

  Yes, there was water damage to this unit due to improperly venting an AC unit. We do have the repairs completed and I am waiting for our maintenance and accounting departments to compile all of the charges, labor hours, documentation, etc. before I can send it all over to the insurance adjuster. We have let the past resident know that he will be cc'd on the correspondence to the insurance company when everything is sent over. I do not know why this past resident is so concerned with the documentation getting over to the insurance company, but we will be sending it over as quickly as our office can pull it all together. 

  This past resident has emailed our office multiple times since moving out about this and each time is responded to with the same information; that he will be copied on our office's correspondences once initiated. Once our team gets through a fire related disaster we are taking care of, we will get everything pulled together and sent over.

• Initial Complaint

  Date:09/24/2024

  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.

  Anchor NW sent me a final accounting statement after my tenancy at one of their apartments (*******************). I spent hours cleaning the apartment and left it broom swept clean. Upon reviewing the statement I noticed they had overcharged me for multiple items and added seemingly arbitrary charges. They charged me to replace the toilet seat when it wasnt damaged or broken. The enamel had been worn down from cleaning which should fall under normal wear and tear. They also charged me for window adhesive removal -adhesive that I didnt apply and which their technicians missed from the last tenant. However there are multiple claims online of Anchor NW charging other people for the same thing. Most everyone will not be looking for window adhesive in their move in inspection, I thought it was a normal part of the window. They also grossly overcharged me for cleaning and even when I broke down the cleaning costs they continually dismiss me and refuse to change the charges. Instead of receiving money back they are trying to squeeze every last ***** out of me as I moved out

  Business Response

  Date: 09/26/2024

  Our office received an email from this past resident with some concerns regarding the charges on the final accounting that was mailed out. This person did not agree with many of the charges. Our office went back and forth, answering questions, providing photos/invoices, etc., explained several sections of the rental agreement and the Oregon Landlord Tenant Act that address both the charges as well as the concerns that were brought up. At the end of the day, we were not able to come to an agreement with this past tenant regarding what they were responsible for as far as damages at move out as well as what they considered to be normal wear and tear and what we do not. 

  This past tenant even went as far as to accuse us of scheduling cleaning as a final step of a turn as a means to charge for removing dirt, dust, hair and debris from walls, doors, and baseboards prior to being able to paint the unit. If we scheduled our cleaning vendor to come into the unit prior to the completion of the turn in order to clean areas to be painted, we would then have to send them in again after the turn was completed. I have pasted a link below to a ****** Folder containing the photos that were provided to this past tenant.

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

• Initial Complaint

  Date:10/26/2023

  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.

  Hello, we rented a unit from this group for two years. Upon moving out, they claimed they sent us our final accounting/security deposit on Sep. 5th 2023. It has not arrived. I requested proof (tracking, confirmation number, anything that ensures it was in fact handed in at the post office). They were able to provide nothing, yet demanded I pay them even more money (30$) to send another check. I refused, and they held my security deposit hostage, claiming they fulfilled their responsibility to send it (again, with no way to prove that they did). There is no evidence to counter the idea that they are trying to unjustly keep our deposit money.

  Business Response

  Date: 10/27/2023

  Hello, 

  Our office has a responsibility to process and mail all final accounting statement within 31 days of receiving keys/possession of a unit. We are required to mail the final accounting to a forwarding address if one is provided or the last known address, which would be their prior residence. We have to mail these statements via first class mail only, per ****** statue. In this case, the prior tenants did not provide us with a forwarding address, so on 09/05/23, we mailed it to their address when they lived with us, in hopes they had a forward placed with **** (see attached proof of mailing). Anytime a final accounting does not get delivered in a timely manner, we provide a few options; to give it a bit more time to arrive, wait to see if it is returned to our office or to place a stop payment on the check and re-issue. Unless our office made a mistake in processing and mailing the final accounting, the stop payment fee is always deducted from the refund payment. In this case, we are having someone check the mailbox that these past tenants used in hopes of locating that final accounting so we can put it back in the mail, sending it to the forwarding address we were provided 20 days after we mailed it. We have someone scheduled to do this tomorrow, 09/28/23.

  Anchor NW