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:10/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was never notified about my rent going up and they want to charge me in the difference for two months as well as late charges.

  Business Response

  Date: 11/06/2024

  This complaint has been resolved in the residents favor.   Resident Received a rent increase notice improperly dated and incorrectly delivered, followed by an unpaid balance notice that was not accurate and she should not have been charged.   ll charges related to the improper rent increase and subsequent late fees were reviewed and removed.   Resident was notified and the issue is resolved.  

• Initial Complaint

  Date:04/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So back in 2019- 2020 I lived at meadowland apartments during the pandemic they had removed our windows and came I. My apartment with out any notice At all tore up the the place then in the middle of all this Costello had bought the property and charged all of us 1300$ a month it was Tex credit property our rent was based on our income forcing me to break my lease I gave a notice too n she said I was all good well I guess it’s not all good because I been apply to Costello properties n they keep telling me I can’t rent from them because I owe money but there is nothing in collections and no one at Costello will talk to me I can only assume this is because of the lady who was at medowland apts in 2020 she he was blond I think her name is ****** 

  Business Response

  Date: 04/22/2024

  *** *********,

  Attached is the move out accounting for your unit at Meadowland Apartments. You owe for cleaning, damages, and move out rent due. You supplied us with a notice to vacate on June 8 that you were giving your 30 days notice because you were moving to Horizon Place for additional amenities that we did not offer. You then vacated and returned your keys on June 15th. Even though you vacated on the 15th of the month you are still financially responsible for the rent through the 30 days notice, which was July 9th.

   

  Due to you currently owing a Costello property money, you would not qualify to move into another one of our properties until this debt is paid in full.
  

   

  If you have any further questions please feel free to reach out to me at *** *** **** or by email: ***********************

   

  Thank you,

  ****** ****** 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: ********
  I am rejecting this response because: my income was 0 during the time of living there I was living there under tax credit program with the company prior on top of that why am I being charged for “damages” as like I stated before during the remodeling (while I was still living there) they damaged the apartment I went days with out windows they didn’t put back the door the construction company that did the remodeling shouldn’t be my burden to pay also as I stated when going threw befor moving out I was told it was approved inspection why I signed the agreed check list there is absolutely no reason I should have went from low income rental property to “owing” rent or the extra extreme charges for something I did not do I would rather dispute this issue with the company then take legal actions if you wish I can send proof of damages being done to the construction company not me I can send them in e mail if you wish 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/24/2024

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

  At the time of move out you were not zero income, your rent was $246.00. You had recertified in May 2020 and were receiving SSI and child support. 
  

  If you would like to email me something from the construction company that would be fine, my email is ***********************

  At this time I find my response to be satisfactory. 

  Thank you,

  ****** 

• Initial Complaint

  Date:09/15/2023

  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.

  They have been failing us. They will not complete any non emergency maintenance request. Some request have been made 5 months ago and are still not being taken care of. Rusted out appliances or appliances that are leaking are not being taken care of

  Business Response

  Date: 09/19/2023

  I am looking into this issue and we will fix or replace any appliance that is failing. 

• Initial Complaint

  Date:02/01/2023

  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.

  Costello Property manager for ***** **** apartments **** * ****** ***, ***** ***** ** *****, Deb **** ************ November 3rd ( same day i paid rent $******) i called Deb to give verbal notice and was informed tenants are to give at least one month's written notice before moving out. I turned in my written notice Nov. 5th and changed my move out date to Dec 5th to coincide. I vacated the property Dec 3rd, and spent all day December 4th 2022 Cleaning the property top to bottom. I called Deb Dec 5th (Deb, out of office) but was informed that i was completely moved out Dec 3rd, cleaned Dec 4th and was calling Dec 5th to complete a walk through. Deb was out sick Dec 5th, but would try to get the walk through done without me by Dec 8th. I called Deb end of day Dec 8th walk through not done, i asking did we need to schedule a time to do a walk through together? Deb told me she would do the walk through and get back to me. I gave my new address in my written notice but verified this again Deb was not able to look up new address on Dec 8th but would call me. I had not heard from Deb i called Dec.11th, Deb said yes the walk through was completed , "everything looks great, we will need to replace two blinds in the living room" Deb said she had forgotten to double check new address was correct. if correct i would receive a letter. Deb was going to call me back to verify new address was correct.. Jan 16th i called when i had not received a letter confirming the walk through or a refund on my deposit. She confirmed they did have the correct forwarding address and to expect my deposit soon. I called Deb again Jan24th again to ask if the address was correct and can she tell me when to expect this resolved? Looking at my paperwork it is dated Jan 19th ? I received in in my mail Jan 30th with a check $****** issued Jan 25th with 30 days to pay the Balance owed? ******** ******** ******** -$****** Deb told me everything looks great thank you" i want a receipt for ******** ******** ******** 9.25 hrs. (i cleaned every surface of this apartment Dec 4th/2022 Rent -$****** I do not understand how i owe anything past the 30 day notice i gave. late fee -***** ( multiple times i called ***** **** not once was this disclosed. Rent due on or before the 5th of each month was paid in full on Dec3rd.. my written notice followed Costello Property 30 day policy. Replace 2 living room blinds -$** ( i replaced one of these blinds $* at ******** This charge is the only charge that was disclosed upon vacating. ***** **** did mail a check Balance owed to me $****** Balance i owe to them $****** What i expected was my deposit $****** - blinds I will have to trust no first and last months rent was paid upon moving in nor was there a pet deposit owed to me. I am disputing all charges with the Exception of the $***** blinds.

  Business Response

  Date: 02/10/2023

  Contact Name and Title: Kristi ****** Regional mg
  Contact Phone: **********
  Contact Email: **********************
  Good afternoon, Attached is an updated security deposit transmittal showing I removed the late fee and updated the move out date to Dec. 5th as my manager was out ill. I have also included an invoice for the blinds, an invoice for cleaning of the unit, and details of the unit cleaning from our vendor ******** ********. Please let me know if you need anything else. Thank you.
  *** **************** **************************

  Customer Answer

  Date: 02/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  *******, Carol * (*****)
  ***** **** **********
  Apt - ********
  ***** ***** prorated charges FOR RENT still have not been explained. Originally, I was being charged $****** + ***** late fee, now rent $****** (please remove this charge) I do understand the detailed statement on cleaning $******. 2-blinds $*****.
  My issue here is I spoke to Deb numerous times. I wanted to be sure paperwork was filed, was complete, correct forwarding address was in Costello's records. I wanted to know if I would get a deposit or would I owe you money. Calls placed Dec 5th, 6th, 8th and 12th. Jan 16th Jan 24th this many calls and I wasn't told there would be charges outside the blinds. Feb 1st no answer! Deb told me Dec 12th walk through was done Dec 11th. "Everything looks great, will need to replace two blinds". I asked will I receive my deposit Deb said YES. The revised invoice says I owe you $*****. All of these charges come to $****** -$****** = my deposit =$***** (Yes, walk through is done, everything looks great was what I heard when I called and asked,) will I get my deposit back? answer was YES! you sent me a check for $*** with a bill in same envelope for $***. Letter dated 01/19/2023 check dated 01/25/2023. you gave me 30 days to respond, or risk being sent to collection. Please do not charge me for rent! Even if you can explain, all the times I called not one time was I informed I owed money or had rent due? IF I OWE more than my Deposit is worth? why was I told I was getting my deposit back? Why did you issue me a check to deposit for $****** if expecting me to now write Costello properties a check for $ $******. That is opposite of am I receiving a deposit or am I going to owe you?
  $****** Cleaning +$***** Blinds = $******
  I hope we can resolve this!
  Thank you.
  Carol *******
  
  

  Business Response

  Date: 03/02/2023

  Good afternoon Ms. *****,
  
  I logged into the website but do not see a place for me to respond which is why I am emailing you directly.
  
  Per Ms. ********* request we updated her move out date to Dec 5th, rather than Dec 7th, with that we have forfeited our security deposit but the amount due is still owed.
  
  Rent                    $***     ( $***/31 days = ***** x 5 days )
  Blinds                 $  **
  Cleaning             $******
  Total                   $******
  
  Ms. ******* received a check back from us in the amount of $****** which would have normally been applied to what was owed but we missed the deadline to send her estimate. ****** *** **** ******** ****** 
  
  Please let me know if you have any other questions. I hope this helps explain everything.
  
  
  
  Thank you,
  
  Kristi ******
  Regional Manager
  
  
  
  
  **** ***** ********** *****
  ***** ****** ** *****
  Phone: ***** ********
  Fax:      ***** ********
  
  **************************            

  Customer Answer

  Date: 03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Per Ms. ********* request we updated her move out date to Dec 5th, rather than Dec 7th ( no i was never moving out dec 7th. I was always moved out by Dec 3rd. I spent all day cleaning my empty apartment.  I called Nov 3rd and was told by Deb (property manager that i need to have this in writing.) I turned in my 30-day notice to **** **** ********** Nov.5th. I called ***** **** to ask did i need to schedule a time to complete a walk-through Dec 5th Deb said no. I called Dec 6th, Dec 9th, and finally Dec 11th and Dec 12th. The walk through was completed Dec 11th a week after i moved out. I asked Deb at ***** **** Apartment to please verify my new address. She could not, would call me back. I called again Jan 11th no answer. Jan 16th yes address has been updated. Am i getting a deposit back i inquired and was told yes. I asked how much Deb could not give me a total. Deb told me i should be receiving a letter. I called Jan 16th to verify yes the address is right. no letter had been received. Ja24th i called left a message asking for a call back to explain the Charges for prorated rent. All of the previous calls and no one mentioned any charges outside the blinds. Costello properties has a 30 days policy that is all that was said. To avoid any pro rated fee's for rent what day would i have had to move out? Because i could have waited and moved out Jan 1st.  I am paying rent at a new location so hidden fee's are what i was trying to avoid here. 

    I moved my move out date from Dec 3rd to dec 5th to avoid any fee's and to fulfill and honor Costello Properties 30-day policy. A prorated amount for rent was not mentioned, multiple calls placed, it took ***** **** property manager a week to complete a walk through. Costello employee's had not even entered the partment for a week after i left so this makes no sense to me.

  Did not include Tennant. Calls placed November 3rd. I was calling to give a 30 day notice but was informed i would need to place in writing. I dropped in mail drop box in writing Nov 5th per what was told to me. It would have been dishonest to place in writing Nov 1st- Dec 1st if that is what i was supposed to do i definitely could have moved out dec 1st i was trying to accommodate Costello's policy not my own. No charges were discussed. I called property management to ask questions and know what to expect. I did not expect cleaning charges because no answer at ***** **** Dec 11th . on Dec 12th Deb (***** **** property manager) said on Dec 11th through was done everything looks great, we will have to replace two blinds in living room but yes you should get your deposit back! 

  then when Costello sent me my deposit $****** in same envelope was an invoice for prorated rent. It's now March 3rd and i have no idea how prorated rent could have been avoided? There were late fees on the original invoice as well. The charges for Blinds $***** which i did know about and a cleaning fee $******. Now Costello properties has forfeited my security deposit but the amount due is still owed. I am simply asking how you are charging me rent when i did follow the instruction i was given by the property manager and very well could have avoided any prorated charges if this policy was made clear upon my request to move. I multiple times not once was prorated rent mentioned.  I gave a 30-day notice to avoid this. 

  Now a new Balance?  each time we communicate the amount owed changes. 

  I am onboard to the following charges. I still think an estimate you failed to send would have cleared up any confusion on these charges. 

  
  Blinds                 $  **
  Cleaning             $******
  Total                   $******
  I am expecting my deposit back $****** I could use my Deposit to pay $****** or for you to issue a check in the difference $****** - $******- $*****. Please remove any fee's for rent and send me the remainer of my $****** 

  Business Response

  Date: 03/06/2023

  Good morning,

  As you stated, we already sent you a check for $******, *** ********** ** * copy of the check we keep on file. And you are correct, we also sent you an invoice for more than the $*** for rent, blinds, and cleaning. We did not get your final move out accounting done in time which is why the deposit was refunded, but that doesn't mean you don't still owe for the items listed above. ****** **** *** *** *********** I also provided you with documentation from our cleaners as to the amount of time it took them to clean your unit , I provided you a receipt for the blinds, and I explained in detail the amount of rent that was due. 

  I am considering this complaint closed as I have provided documentation of all items questioned and I revised the move out accounting by changing the move out date to the 5th due to my on site manager being ill that day and not returning until the 7th.

   

  Thank you, Kristi ******