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Business Profile

Apartments

Asset Living

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 435 total complaints in the last 3 years.
    • 134 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 lied to me about apartment prices, sent me wrong information per email records I have made me sign a lease then stopped answering the phones & responding to emails which cost me over $1000 for an apartment I never moved in

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ********** apartments since August, 22 2024 and since then until now there has been several things wrong with the apartment. Prior to moving In I was having problems with this apartment but with me only being 21 and this being my first apartment Im not thinking about all the red flags cause I needed to get out of my mothers home. When I first moved in the apartment wasnt ready there were no k**** on any of the doors or cabinets ,dish washer had dirty water in it and didnt have the racks in there ,there was a really bad bug problem which when I seen the model apartment before applying I seen no bugs, and the cabinet under the sink was exposed to the outside. They told me that they would fix everything right away and it took them two weeks almost three weeks to come and finish. Two months later my roof in my living room was leaking dirty water which then didnt fix until two weeks. Three months later in November I found mold in the closet where the water heater is and I told the office they didnt come until the roof ended up falling in, they fixed the roof and it looked like they just painted over the mold so I had to call them back to do it correctly and they didnt get the mold at the bottom of the door until they came back the 2nd time. In the same month of November I told them that I was hearing scratching on my wall and they said they will send pest control and nobody came. The next day when I went to go look there was a whole in my wall there it looked like something tried to get in and the hole is still there to this day. I pay 5 dollar every moth for pest control for nobody to come and I still have a bad bug problem. Now Im ceiling in dripping dirty water and its been getting worse nobody has can to fix it and I can not live like this. I have a 5 year old son , I was diagnosed with Hodgkin lymphoma August of 2024, Im working l, and Im in collage. This whole experience has been so stressful then I feel like there over charging me

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The exact day i moved into The Trails of ******************************, my lease went missing.. I paid ***** deposit. The apartment ownership changed hands that very day. The two ladies that helped me get the townhouse quit. The new office people claimed they could not find my lease.. the old owners Willowbrook claimed they also did not have a copy of my lease. I came into these apartments through ****************************** Relocation Assistance Program and my case manager did not get a copy of the lease either. I have lived here since June of 2024 and I was charged ******* due to the apartments stating that I didnt pay a months rent. I paid it and now in March I just received another statement that I owe ****** more plus March rent. They have tacked on a lot of junk fees and I have called every agency for help with no luck. The new apartments charge only ****** deposit . So Im confused why the new owners dont return the ****** difference in my deposit when I have emails proving that the ***** was paid through my allowance with residence relocation assistance program?

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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 been a resident at The groves at ****************** since May of 2024, I have reach out to the property manager and maintenance numerous times about repairs (Leaks, mold, etc) I have been given the run around and half done jobs each time. In October of 2024, I noticed the ceiling in the bathroom deteriorating and reported it due to suspicions of a leaking problem. As of March 8, 2025, the leaks have worsen (comes down like rain) and the walls are molding. I have plenty of pictures and videos as well as email threads to support this complaint.

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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'm currently a ***** at one of the Asset Living Properties, moved in Sept of last year. When I moved in all the complexes gates were broken, so people on and off the property. 5 months later none of the gates are fixed. There are multiple units around me that are empty and are being used by homeless people, people who loiter at the store across the street and none of these people pay rent. I've let office management know and nothing has been done. At this point its a safety concern. There was a freeze at the end of January that killed most of the complexes plants, rent has been collected twice since then and the property still looks a mess. The grass is high, plants are dead and brown, and it's an eye sore. Airport Crossing constantly goes through property managers and different management companies. As someone who pays rent it would be greatly appreciated if management would actually take care of the property.

    • Initial Complaint

      Date:03/03/2025

      Type:Order Issues
      Status:
      Unanswered
      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.
      Last year in February I attempted to move into an apartment and i paid a $250 deposit. I was not refunded like I should have been because the move in was cancelled by the property and the property has not been responsive.

      Business Response

      Date: 02/10/2025

      Hi Mr ******** I can see you had an account with Waterstone / Research Park (which we no longer manage) and Cabana. Which are you referring to?

      Customer Answer

      Date: 02/10/2025

       
      Complaint: 22913283

      I am rejecting this response because:

      This is dealing with Waterstone/*************. I was apartment number ****** and I have attached a series of emails between me and **** ******** the property manager at the time. i never received my $250 deposit that he approved of 

      Sincerely,

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

      Customer Answer

      Date: 02/17/2025

      Here is a series of emails of my deposit getting approved by the property manager at the time, however i never received any refund at all

      Business Response

      Date: 02/26/2025

      We do not manage **********/ Reserve at ************* anymore so please contact the current management company.

      Customer Answer

      Date: 03/06/2025

      Please See Attached

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      02/19/2025 my kitchen sink pipes where loose causing water to spill out on the floor made a maintenance request on 2/20/2025 2/21/2025 maintenance came from another property to look at pipes used a zip tie to put it back together 10 mins later my sink fell through i went the whole weekend and now on 02/28/2024 still with no kitchen sink to use or dishwasher regional property manager said she would only take off ****** dollars of my rent to compensate ive been having eat out due not being able to cook food because i couldnt wash my dishes properly when i explained this to the regional manager she told me i coukd have used paper plates and cooked on my stove when i asked how i was i suppose to feed my family with dirty pots and pans to cook and put the food on a paper plate she replied im only taking off 100 dollars my rent is ******* this month she made it seem like i didnt want to pay any rent which is not true but just $****** is not acceptable being that i couldn't use my kitchen sink for now going on 9 days she was very nasty and not understanding at all. Im a licensed self-employed braider i make my money at home i also offer wash services so this took away alot of money from me considering i couldn't provide wash services for my clients which took away money from the original price for services that i provide to my clients some clients canceled due to me not be able to wash and provide braid services to them which they are use too and also i had just spent over 300 in groceries on 02/19/2025 when the pipes originally came loose i still have a counter full of dirty dishes with promises thats someone would be here today on 02/28/2025 to fix the sink and pipes

    • Initial Complaint

      Date:02/27/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am filing a complaint against ********* Oaks, managed by Asset Living, regarding the wrongful cashing of my refund check.I initially provided a $100 cashiers check as a waiting list fee for an apartment at ***********************. Since I did not get the apartment, I was supposed to receive a refund. The check was mailed to my home but was returned to their office because the property owner did not allow mail delivery to my address.When I contacted ******* ****, the ******************* Manager, she confirmed that the check was cashed but did not provide any proof of who cashed it. She stated that an investigation would be conducted, but it has been over a week with no response.I did not authorize anyone at *********************** to cash my check. I have repeatedly requested information on who processed the check and a resolution for my refund, but I am being ignored. I believe this situation may involve fraud or mismanagement of funds, and I am seeking assistance in recovering my money.I request an investigation into this matter and appropriate action taken against *********************** for their failure to return my funds. Please advise on the next steps I can take to resolve this issue.

      Business Response

      Date: 02/25/2025

      Good Afternoon, 

      There seems to be a mistake.  This complaint is for Asset Living Management Company.  We are **************************  We have not managed *********************** since 10/31/2021.  Could this complaint be removed from our page?

      Sincerely, 

      **** Liz **********

      Customer Answer

      Date: 02/26/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:02/21/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Before moving in on May 15th, 2024, I uploaded proof of my rental insurance to their system on May 14th. However, on October 2nd, I received an email from ******* ****, stating that they did not have my rental insurance information on file. That same day, I provided her with a screenshot confirming my initial upload and a copy of my insurance document. In January 2025, I noticed a "risk assessment" charge on my account. On February 3rd, I spoke with ******* **** in person, and she explained that the charge was added because my rental insurance had expired in December 2024. I informed her that my insurance provider had sent a renewal, but she claimed they had no record of it and asked me to send another copy.I discovered that this charge had actually been applied since my move-in date. I immediately sent ******* another copy of my insurance document, along with our email correspondence from October 2024, and requested that they stop charging me for rental insurance and refund the money that had been improperly collected over the past nine months. However, I never received a response.I followed up multiple times in person, and while ******* eventually confirmed that the charge had been removed going forward, she could not provide an answer regarding my refund. Despite waiting more than a week, I received no update.On my next visit, I was again told that the matter was still under review and that I would be contacted once a decision was made. I requested a direct meeting with the property manager. ******* agreed but could not provide a timeframe for their availability. Given the clear documentation proving that I have maintained rental insurance since my move-in date.

    • Initial Complaint

      Date:02/16/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 out of ************** (under Asset Living at the time) at the end of July 2024 and they sent me a bill in August 2024 for damage to furniture that I did not cause. I immediately reached out to dispute this claim and provided proof of the damaged couch upon move in. Aspen Syracuse did not respond for weeks until I went there in person to speak with the front desk. After multiple attempts to address the dispute, a manager finally replied to my initial disputing email and said he would look into this issue but never got back to me for months. Four months after I made the initial dispute, I (and my guarantor) received a letter from debt collection ******************** System) in the mail regarding the unpaid bill. I proceeded to go back to ***** ******** to speak with the manager, who said there has been a change in management (************** is now *************) and the new management team is not responsible for this dispute. I then mailed a letter of dispute to the debt collection agency and called them to discuss the issue but no helpful information was provided. I continued to attempt to contact Asset Living by email and by phone to address the dispute, but they have never responded back. I am extremely frustrated as Asset Living is very irresponsible and has failed to communicate. Clearly, they are taking advantage of residents, especially those who are college students in the area.I would greatly appreciate any help.

    Asset Living is NOT a BBB Accredited Business.

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