Complaints

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

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  RR Living

  1909 Woodall Rodgers Fwy 2nd Fl Dallas, TX 75201-2232

  
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  Carriage House

  125 Tibet Ave Savannah, GA 31406

  
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  Ascend at Savannah

  10714 Abercorn St Savannah, GA 31419

  
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  Park Place Apartments

  400 Park Ave Foley, AL 36535

  
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  Reserve at Long Point

  700 Beverly Hills Rd Hattiesburg, MS 39401

  

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:09/25/2023

  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.

  Ive been living at ************** since July 2021 its now October 2023 and this has been the worst experience of my life. This property should be considered a human rights violation with the condition of some of these units. Mold is pervasive within the community and getting a unit without it is the luck of the draw. Ive been in two different units here, being forced to abruptly move out of my first one due to negligent mishandling on the staffs part for the original issue of black mold. I was moved into a unit I was assured would be free from these issues and upon bringing a similar concern to the office about air quality I was reassured again that everything was fine. I was lied to and had been lied to. My HVAC unit is dated from **** and if you think that an HVAC unit that old is in any resilient shape you are sorely wrong. For the first few months of moving in the heat was suffocating me and upon further inspection after almost 8 months I found the system a breeding ground for more mold which upon bringing to the attention of management they tried to blame me for as if *** lived in the unit for 55 years to properly manage the upkeep of that machine. It was always there. My health has taken a sharp decline for over a year. Constant sinus infections, meningitis, and nerve damage. Ive lost money, work, and a significant quality of life. My life has been a living h*** for almost a year. This place should be condemned but I stead theyre paying shoddy workers a ***** to update the unit simply by making cosmetic changes when the real issue should be focused on the palpable conditions you call living here. Im beyond angry, exhausted, and hurt. *** ended my lease abruptly but Ill never get what *** had to go through back. Over all this has provided significant emotional and psychiatric distress on top of everything.

  

  Business Response

  Date: 04/13/2024

  RREAF Residential rebranded to RR Living in November 2023, whereby leadership changed and previous issues prior to that date were uncovered. I would like to ensure all are now fully and properly addressed.

  If this concern has not been remedied yet from 2021-2023, please reach out to ******************************************* and to my direct email at ******************************** so I may ensure a resolution is properly handled in a timely manner.

  Thank you,
  ***************************
  SVP, RR Living
  

  
  

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to River Pointe in April of 2023 and was told that fees were being waived for storm victims. I called to check status of application numerous times and was always told that someone would return my call. I never received a call back or an email for approval or denial, so I let it go and assumed there werent anymore vacancies. Fast forward to September, I was just advised that they sent me to collections for $215. When I called complex to ask what the charges were for I was told I just started here so this is not my problem, contact the collection agency. Of course agency does not know and only wants payment. Contacted Corporate and still no resolution I am still homeless and this is now preventing me from being approved for a new place to live.

  

  Business Response

  Date: 09/07/2023

  The complaint filed by ********************************* has been resolved. The charges on the account were incorrect and not processed correctly by a previous employee. I have gone in and updated the account correctly and she is now no longer showing owing River Pointe apartments any balance due. I have also emailed ************** a copy of the corrected Final Account Statement showing **** balance owed in an email apologizing for the error. 

  Please let me know if you have any further questions or if there is anything further you need from me. 

  Thank you, 

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

  Regional Property Manager

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

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

  Customer Answer

  Date: 09/07/2023

  **** reached out apologizing for error and sent proof of correction. I was advised to allow time for credit report to be updated

  I am satisfied with this resolution

• Initial Complaint

  Date:08/11/2023

  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.

  I moved into the vanderbilt apartment homes on July 20, 2023. The unit was NOT ready for move-in, the refrigerator had dead *************** ALL over along with a funky, moldy smell. I had dead roaches all over my kitchen, dining & bathroom floor. I also had a MAJOR leak inside of my bathroom from the A/C vent and there was water all over my bathroom floor. I went into the office for SEVERAL days, every single day with my concerns just for them to continue to tell me they would share my complaints with management and give me a call back just to never receive a call back. I have asthma and other serious health issues and I feel they are not moving with a sense of urgency to remove the refrigerator from my apartment. The refrigerator has a terrible smell and it lingers my ENTIRE APARTMENT, it smells like something has died inside of my apartment. I've also felt super sick with diarrhea from eating food out of the refrigerator. I would love to switch units or just be able to move elsewhere without a broken lease being on my record. I tried cleaning out the refrigerator upon moving in once i noticed how unsanitary it was and that did no justice for me. Management really does not do their job well, very unprofessional. Can you please help me regarding this situation.

  

  Business Response

  Date: 09/15/2023

  Good Morning,

   

  The Vanderbilt team has taken care of her since her complaint. We have walked her apartment and we have replaced the refrigerator. We are sincerely apologize for her move in experience. 

   

  Thank you. 

• Initial Complaint

  Date:07/24/2023

  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.

  I moved into this apt on 6/01/2023. Not only did they LIE about what the apt would look like on the inside they also lied about it coming w/ washers & dryers in the units. On top of them lying about that it took them a whole entire month to come & fix my air conditioner when the weather was in the 100 degrees. They fixed the ac & within 2 weeks my air is back out! I called the emergency maintenance ************* my message as urgent and NOBODY came out to fix the ac. My apartment is 91 degrees now in the inside! I work from home & this is very very very uncomfortable. I called the office to ask was someone going to fix my issue and I got hung up on saying I need to be patient. Im ready to break my lease and move. This apartment complex is a scam. They have some other apts pics on the website. You do not get a washer and dryer inside your unit. The apt looks NOTHING like whats displayed on the web and they DO NOT FIX ANYTHING ! The maintenance man told me HIMSELF that the installation here is outdated ! I asked for corporates number and they still did not give it to me!

  

  Business Response

  Date: 05/28/2024

  Per the lease agreement, this info is inaccurate. The resident was reached out to so we could resolve her concerns but we cannot break her lease or violate Fair Housing Laws. Please close this complaint as it is handled. Thank you.

  

  Business Response

  Date: 06/10/2024

  Per the lease agreement, this info is inaccurate. The resident was reached out to so we could resolve her concerns but we cannot break her lease or violate Fair Housing Laws. Please close this complaint as it is handled. Thank you.

• Initial Complaint

  Date:05/18/2023

  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.

  I live in apartments in ************ ******* and have complained to the office and to the residential company about a neighbor that puts f**** in her trash can from her dog and it smells up the hallway and about the hallways not getting cleaned and when I call the company in ***** they tell me that they will return my call and never do and nothing is done about the hallways. I pay my rent on time, have never been late and am a good tenant but Im embarrassed to have visitors because the filth in the hallway I have also complained **** it the trash at dumpsters. It overflows daily

  

  Business Response

  Date: 06/02/2023

  I have spoken to the resident, and she stated the dog f**** have been picked up. I informed her we were currently addressing the dumpster situation and we will stay in contact with her and appreciate her concerns.

• Initial Complaint

  Date:05/16/2023

  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.

  This complaint is regarding RREAF Residential, the current of many property management companies that have run Pheasant Run Apartments in ****************. The property manager, ******, is incredibly rude and unprofessional. Every time I have interacted with her in person, she has been very ****. When I came in to speak to staff on Tuesday, 04/18/23, I was speaking with the assistant manager when she said from her office, "What does she want?" I asked her a fairly simple question and she answered as if I was a child or wouldn't understand her explanation. I find this to be very demeaning.Aside from her poor customer service, I just get the feeling she speaks to others in a very demeaning manner; no one wants to be spoken to like they are an idiot. She appears to be bothered by questions and in that case, she chose the wrong profession.

  

  Business Response

  Date: 05/31/2023

  We will address the issue being reported to the onsite staff. When records were reviewed, there were no documentation that reported any conversation with the reported resident on 4/18/23.

• Initial Complaint

  Date:04/05/2023

  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.

  I moved into my apartment on 3/5/23. I completed a move in checklist that included all repairs that needed to be completed and they were not completed. My daughter and my three week old granddaughter stayed with me and we were without heat in 37 degree weather. I do not have a gas meter in order to have the gas turned on. I was given one space heater to warm my entire apartment. Once I plugged it in the breaker went out and we were forced to use an extension cord to access electricity. I reached out to the property manager and was guaranteed all repairs would be completed within 48hrs. It has been almost three weeks and nothing has been repaired. My shower rods are rusted. I have no closet doors throughout my unit. My vents are exposed with no gates. I can not plug in more than two things at a time without the breaker going out. My front door does not close nor lock properly. There are so many issues with my unit and I am highly disappointed that after two emails and two phone calls to RReaf Residential that no one has responded or even attempted to complete the repairs. The maintenance technician made a comment that once the tenants are moved in, they are no longer a priority. This is proving to be evident each and every day that I am here with no repairs. I am saddened by the fact that there was no regard to an infant being forced to live in below freezing temperatures and nothing being done. The unit is inhabitable and this treatment towards a tenant is inexcusable. I demand all repairs be immediately completed or I be moved to a new unit. I want to be compensated for the unacceptable treatment as a new tenant and the inconvenience that my family and I have endured. I was advised that everything would be taken care of within 48hrs and it has been well over the time limit. I have been more than understanding and patient. If I am not satisfied with the outcome I will be forced to seek legal counsel and terminate my lease.

  

  Business Response

  Date: 04/24/2023

  I would first like to apologize for your discomfort and lack of communication that you have received. This is not typical or how we prefer to do business. We strive to make all our residents experience a place of comfort and quite enjoyment.  With this being said, it does appear that your home was not turned in our typical fashion.  I know that we have personally spoken since this was written and that your pending issues have been addressed.You were also compensated with a fair market value for this discomfort and inconvenience while you waited on our team.
  Again, I do very much apologize for this inconvenience that was caused to you and your family and I am happy you allowed us time to address and fix your concerns. I am confident that moving forward we will be able to meet your expectations.   
  Thank you,
  ************

• Initial Complaint

  Date:03/07/2023

  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.

  In February 2023 I called due to an issue I had. RREAF was my previous apartment complex owner. I received a check from ERA *******. ERA had RREAF as my management still. I called RREAF to explain to them that I had a check that was sent to them for me. Accounts Payable was very rude to me. She kept telling me it had nothing to do with them because they dont own my apartment complex anymore. How so when a check that for me came to them? I still haven't received a call back from them about the issue.

  

  Business Response

  Date: 03/13/2023

  My apologies if a dry or rude response was given at the time of call. Depending on when the check was received 1 of 2 things would have happened based on standard practice. If we still managed the property at the time check was received. We would have applied any funds to the account to cover any amount due and if a credit was left at time of sell, we then would have sent any remaining funds back to the Emergency Rental Assistance program. If we no longer managed the property at the time the check was received, we would have then forwarded funds to the property, which the same process would have applied just not by RReaf. The property would have not had issues applying fund even if the check was made out to Rreaf, they would still have access to apply funds as they see fit. Which would either be to apply funds to account or return check to the Emergency Rental Assistance program. In circumstances where funds are provided from an Emergency Rental Assistance program, we will not refund any amount back to the resident as we are to send back to the program in all cases. I hope this information helps. You can always reach out to the Emergency Rental Assistance program to find out if any funds were returned and if not, they can advise who the check was cashed by. I was not able to find record of check with information provided.

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per talking to ERA the check was sent to RREAF in ****** ***** February 13, and has been cashed. I have no issue with the funds being applied to my new account or sent back to ERA but neither has happened. There has been multiple calls, and emails with no response.

  

  Business Response

  Date: 03/20/2023

  ***************, Thank you so much for taking my call. Per our phone conversation, I will be happy to further investigate this check for you. I will await your email regarding the check details that include date on check and check number. you now have my direct number and you may feel free to reach out with any questions or concerns

  

  Business Response

  Date: 03/28/2023

  Good afternoon ****************,
  
  Great news! I have successfully located the check. We have cut a refund check and it will be sent out to ERA with tomorrow's mail. They should receive it early next week and can redistribute to you from there. If you have any further questions or concerns, please dont hesitate to reach out.My most sincere apologies on the delay of finding these funds, we truly appreciate your patience.
  
  Kind regards, 

• Initial Complaint

  Date:11/04/2022

  Type:Product 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.

  My husband and I rented an apartment at RREAF's Ventura Lofts apartments at 2401 S. Gessner, Houston, TX XXXXX from April of 2021 to May of 2022. We abided by the lease to the letter and gave written notice 60 and 30 days before move out. Apartment was left clean and in good condition, all keys, key fobs, etc. turned in when we left.
  In the five months since we left I have called numerous times, sent emails to the registered agent and General Counsel ***** ******, and finally a certified letter to RREAF with a copy to Ventura Lofts detailing that we have not received our deposit of $300 back, nor have we received any accounting of why and the 30 days has long passed.
  No one in the Houston office has any idea why we haven't received our deposit back, they just continually take my name and number and do not call back. We followed the lease and they have not.

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/07) */
  Hello,
  
  We are sorry to hear of this experience and apologize for any inconveniences it has caused. Unfortunately, this is the first I have heard of any request regarding your missing refund past due.
  I have reviewed your account and have found a system error, which caused the account to be missed within. Again, I sincerely apologize. I have pushed your refund forward for immediate release at our accounting department, in the amount of $432.76.
  If you have any further questions, please do not hesitate to contact me anytime @ ********@rreafresidential.com
  
  
  Consumer Response /* (2000, 7, 2022/11/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/14/2022

  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.

  This Company is using EDOCS through Apartment leasing document. Once you start signing your lease, this EDOC comes up and fraudulently makes one assume you must sign this doc to complete your lease signing. Once you start this doc, you realize it isn't mandatory but your left to feel you must complete it since its included with your lease edoc.
  
  I attempted to call the phone number after an hour of searching for the edoc. You get no email confirmation so its impossible to figure out the company. When you do find it, you call and must leave a VM. No one returns the call. When I try logging in, there is no way to find anywhere to cancel. This company is sneaky, not forthright, and you must be an investigator to figure out how to contact them. They are NON responsive.

  

  Business Response

  Date: 11/10/2022

  Good afternoon, *************** to this complaint while not quite understanding what community Ms. ********* is filing her claim against. I also would like to understand more about the lease document she feels is fraudulent. Rreaf Residential uses standard ****************************** forms accros our portfolio. I would be happy to be contacted at *********************************** to discuss ***'s complaint as I do not see where anykind of refund is due or understand the complaint fully.

  Customer Answer

  Date: 11/12/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Since they took over a month to respond. I was bale to correct and end this service on my own. How they don't have my info is ridiculous. I have proof of all documentation. The length of time it took for them to respond should say it all.

  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 7, 2022/11/10) */
  Good afternoon, I am responding to this complaint while not quite understanding what community Ms. ********* is filing her claim against. I also would like to understand more about the lease document she feels is fraudulent. Rreaf Residential uses standard National Apartment Association forms accros our portfolio. I would be happy to be contacted at ********@rreafresidential.com to discuss ***'s complaint as I do not see where anykind of refund is due or understand the complaint fully.
  
  
  Consumer Response /* (2000, 9, 2022/11/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Since they took over a month to respond. I was bale to correct and end this service on my own. How they don't have my info is ridiculous. I have proof of all documentation. The length of time it took for them to respond should say it all.

  

  Business Response

  Date: 05/02/2023

  This concern has been addressed with *********/Credit Builder and the consumers account was credited for the three months of the $8.95 charge for Feb-April 2023.  It was conveyed to the resident that the credit that would come from the original charges could take ***** days to show up on the account.  This has been resolved.

  Customer Answer

  Date: 05/04/2023

  The issue here is deception. They include this edoc during lease signing documents. You are made to believe you must sign them since they are included in lease docs. I am positive that this tricky deceptive trade practice is unethical and illegal. They are scammers

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:   The issue here is deception. They include this edoc during lease signing documents. You are made to believe you must sign them since they are included in lease docs. I am positive that this tricky deceptive trade practice is unethical and illegal. They are scammers