Complaints

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

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• 

  Bonaventure

  209 Madison St Fl 4 Alexandria, VA 22314-1764

• 

  Aura At Arbordale

  401 Bulifants Blvd Williamsburg, VA 23188-5756

• 

  Bonaventure Realty Group

  5705 Lynnhaven Pkwy # 109 Virginia Beach, VA 23464-9152

• 

  Bonaventure

  2215 N Pickett St Alexandria, VA 22304-1019

• 

  Bonaventure

  104 Hume Ave Alexandria, VA 22301-1015

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:10/31/2024

  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 currently live at "The Encore" in *************. This place is horrible, there are roaches, staff are unresponsive, we are being charged for two separate trash services which is INSANE. We are forcibly being charged $85 a month for INTERNET when we were only paying $35 before through our own ISP. The building needs work and smells like dirty sewage. There was a special when we moved in to waive the deposit, so we did. Now, 2 years later we are still paying a fee of $35 a month for the "Waive" even though we were never explicitly told that we would be paying this in perpetuity until we leave the property, even though we are signed into a new lease. This place is becoming tyrannical and I can not wait to leave. God help us all.

  Business Response

  Date: 11/19/2024

  Good afternoon, thank you for bringing these issues to our attention. Could you please reach out to us at ********************************************************************************** so that we can collaborate with you to address and resolve these matters.

• Initial Complaint

  Date:09/23/2024

  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.

  We moved out of CovePointe at the Landings April 2024, but we have still not received our security deposit as of September 2024. Bonaventure has not honored our lease and violated ******** law that states a landlord must refund a security deposit within 45 days. Bonaventure claims they did not have our forwarding address, although it is clearly noted on our Notice to Vacate, dated February 2024.We first contacted the CovePointe front office about the status of our security deposit via email on 21 June, followed up on ******************************* person on 2 July since we had received no response. On 2 July we provided our forwarding address in writing and via email and was told we would be emailed an update soon, though we received no update.We followed up again on 10 July, 16 July and 20 August. We received an email on 21 August stating Bonaventure still did not have our forwarding address. We provided our forward address and the copy of our Notice to Vacate yet again, and were told our refund would be mailed out on 22 August. We waited two weeks before following up on the status of our refund and contacted Bonaventure on 4, 12, and 20 September, however their management still has not acknowledged our emails.Given it has been nearly five months since we moved out, we would consider a full refund of our security deposit satisfactory, including a refund of any carpet cleaning costs. The carpet was not cleaned when we first started moving into the unit, and we have pictures of the apartment when we moved out and know there was no damage. We left the unit in better shape than when we received it.

  Business Response

  Date: 10/10/2024

  Thank you for bringing this to our attention. We are happy to investigate this further and attempt to make things right. Could you please reach out to us at ************************************ so we may gather your personal information as it isn't posted here? We will work with FCA Management, our onsite management team to figure out what the status of this is, ensuring we have all the right information on file, and work with you to appease your concern. 

  Business Response

  Date: 03/03/2025

  After speaking with Vest Residential they confirmed that Keanen received his check and followed up with the office staff to confirm. If any issues remain outstanding pelase reach out to me at *********************************************************

• Initial Complaint

  Date:07/23/2024

  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.

  On 5/15/24 I was considering renting an apartment at ************, paid $450 for credit check along with $300 administrative fee. I was told by "*******", leasing agent that if for any reason it didn't work out, that I would receive a refund of the $300 administrative fee. I have made numerous contact, via phone and email and of today's date I have not received the refund. ******* indicated in latest email 7/6/24 that the refund was processing and will be received from Infinity *********************************** phone: ************). I would appreciate BBB intervention to assist in getting my $300 refunded.

  Business Response

  Date: 09/16/2024

  Hello, could you please reach out to us at ************************************ with further information and details so we can look into this for you? Thank you for bringing this to our attention and we will do our best to find a solution. 

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  FYI
  
  I apologize for not responding to your request for a contact/followup.  I have serious health issues at this time and have been unable to do a lot of things.  I did receive the $300 deposit back a couple of weeks ago (from Magnolia Run Apartments), so the issue has been resolved, Thank you for your intervention/help. I feel quite sure that I received the money owed back to me was due to BBB intervention.
  
  Sincerely,
  
  **** Porter 
  

• Initial Complaint

  Date:04/23/2024

  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.

  we moved in about to years ago and have redone our lease and i had to stop working because of health reasons possible breathing problems, along with possible heart and diabetes my wife has diabetes, CP among other things. Wheelchair our daughter, diabetes, and other health problems we are need of help where we are behind on the rent where we have been sick, the ** indoor unit is rattling and a fan inside going bad there is black mold on the indoor coil we have told them numerous times about the ** unit and they say they cant do nothing as long as we live here now theyve sent us an eviction notice where we have to be by 8:00 AM on 4/23/24 we have no where to go and no way to get any where to stay weve been contacting. places for help and havent heard anything back from them we are trying to find someone to help us out until my disability and my daughters disability begins if there is any way we can get some help it would be greatly appreciated thank you very much ***********************

  Business Response

  Date: 08/26/2024

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

  I apologize for the delay in response, I just gained access to BBB portal this morning. 

  Thank you for sharing your feedback. We understand that facing eviction can be a very stressful and challenging experience, and we want to address your concerns with the utmost care and respect. The eviction notice was issued due to nonpayment of rent, which is a requirement outlined in our lease agreement. We invite you to contact us at ************************************ so that we can further discuss our policies with you and provide clarity regarding your account. Thank you and we hope to hear from you soon.

• Initial Complaint

  Date:04/22/2024

  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.

  I moved in to the property CovePointe at the Landings on 3/15/24. I was never given a key to my mailbox at the time of move in. I notified the staff I needed a mailbox key. On 3/20/24 I was given a key for my mailbox that didn't work. I notified staff right away. No response. 4/5 I messaged staff again asking for a new key and when I could get that. That message wasn't responded to. 4/6 I was given another incorrect key for my mailbox. The key did not work and I was still without access to my mailbox. I again messaged management. I was told that they would be changing my mailbox lock and getting me a new key by 4/10/24. I went into the office on 4/10/24 and there still was no key as promised. I went in again on 4/11 and still no key but was told they were "working on it". I went into the office again on 4/18/24 and there was still no key available. I messaged upper management and I was told I would be getting the key by 4/22/24. On 4/22/24 there still was no key available. I have had no access to my mail or mailbox for 5 weeks. I have a check in my mailbox that I am unable to retrieve and therefore am losing out on money because of this issue. I was told by management that front desk staff would retrieve my mail from the post person. I did not give this company permission to handle my mail on my behalf. I told them I do not want any staff of this apartment complex handling my mail.

  Business Response

  Date: 08/26/2024

  Hello,

  We have had some issues logging into our BBB dashboard due to company restructure. I am actively diving in and responding now that I have access. Is there a way to respond directly to the review? 

  Business Response

  Date: 09/10/2024

  Thank you for taking the time to share your experience. We regret to hear that your experience has not met your expectations. We take resident feedback very seriously and appreciate you bringing these concerns to our attention. Please contact us at ************************************ so that we may have the opportunity to assist you further and ensure that any outstanding issues are resolved promptly. Thank you.

  Business Response

  Date: 09/20/2024

  Thank you for taking the time to share your experience. We regret to hear that your experience has not met your expectations. We take resident feedback very seriously and appreciate you bringing these concerns to our attention. We have contacted our onsite management team with *** and have asked them to reach out to you to ensure all issues have been resolved. If you are still experiencing any issues or would like to reach out to us to further discuss, please email **************************************************************. 

  Business Response

  Date: 03/03/2025

  Cove Pointe does not issue mailbox keys. This property is apart of an HOA and **** strictly handles keys and mailboxes. I have received confirmation from Vest that the resident has recieved the correct mail key. Please reach out to me at ******************************************************** if any other issues remain unaddressed. 

• Initial Complaint

  Date:03/31/2024

  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.

  Cove Pointe at the landings part of Bonaventure properties in *******, ******** has the most careless, abhorrent, and reckless management of any property Ive lived at and I pay nearly $2000 monthly for a one bedroom. Ive had nothing but issues with their management since moving here in December 20 22 underscore tonight by a major leak from the water heater in the unit above me with no emergency maintenance option available after calling nearly 20 times. The flooding and leaking into my apartment is causing significant damage and probably significant damage to the apartment below me as it is Damage in the unit that its coming from. Not having an emergency maintenance option is absolutely unacceptable. Theres a chance my unit might completely flood. This is on top of the constant noise and other disturbance issues. Ive had here for the last 16 months that go unresolved because management is unwilling or unable to address the issues. This complex reports to be a luxury apartment complex, but in addition to this flood, Im listening to loud music and a party next door at 9:45 PM. These are just again examples of the lack of management and the careless nature of which they take care of this property.

  Business Response

  Date: 08/26/2024

  Good morning,

  I apologize for the delay in responding, as I just gained access to the BBB Portal this morning.

  Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and distress you have experienced. We understand how frustrating it must be to deal with these issues, especially given the circumstances. While we cannot control the occurrence of leaks, we can certainly control how we handle the situation. Unfortunately, leaks and floods can happen in any community, but we hope this issue has been resolved. We want to assure you that we do have 24-hour maintenance available, and we are looking into this matter immediately.

  Regarding the noise and disturbance issues, we are sorry to hear that these have not been resolved to your satisfaction. We strive to maintain a peaceful and comfortable living environment for all our residents. I hope the issue has been resolved by now, but I will alert FCA to ensure it is addressed.

  Please reach out to me directly at ************************************ if any of these issues remain unsolved.

  Thank you.

• Initial Complaint

  Date:10/19/2023

  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.

  As a resident of one of the properties managed by this company I can say this business is the worst. For a year they’ve been notified of repairs and life threatening issues and they have not followed through on 1 of the concerns! They have given verbal and written confirmation of the issues and claimed that they will be sending a contractor to fix and haven’t and became aggressive when inquiring further. They make verbal statements and guarantees and then gaslight you when you inquire about the follow through on the conversations. On multiple occasions they used financial quotes to force out longtime residents (all who were older or disabled) and made new residents lease offers for considerably less. They don’t respond to calls/emails/messages and disallows in-person visits(stated in an email). After multiple requests for ADA compliance, the office staff began demanding monies(in error!) and carried on with legal proceedings and warnings via email that if it wasn’t just paid that they’d continue with their charade in court. They have done this to many residents, knowing that the fear of financial hardship, evictions, and legal proceedings are too crippling for most to challenge. They lie to residents about utilities, lease policies, market prices, property conditions, maintenance requirements, legal matters and so much more. They continue to get away with these illegal practices because the state usually protects them over the individual and the financial burden is too great for any one person to undertake. These are not the people you want in charge of your most essential life need… where you live and your family lives. Not having mold in your apartment, trusting what your being told, knowing what your costs are, living with peace and not living with dread and fear is all basic expectations for your landlord agreement that you already pay a premium for, during times of financial crisis!

  Business Response

  Date: 11/22/2023

  Thank you for expressing your concerns regarding the management of your community. We understand your frustration and would like to address the points raised in your complaint.
  
  Our team attempted to conduct an inspection to assess the reported issue in your apartment. However, due to security concerns related to confidential documents, access was restricted by another occupant of your home.  We apologize for any inconvenience caused by this limitation.  We have one work order on file for your residence and it is from April.  If there are still outstanding issues in your home that have not been reported via a work order request, we would like to address those for you and would ask that you please place a work order in the Resident Portal. 
  
  Regarding the financial quote, we extended a renewal offer, which unfortunately was not accepted.   Subsequently, transitioning to a month-to-month lease resulted in an adjustment in charges. All renewal leases and new lease rents are determined by a price management software and there are many factors that go into determining the rates for each of our apartment homes, we do not come up with our own rates.  We do understand that increased rates can cause hardships and never intend to financially burden anyone. 
  
  Regarding the ADA request for the tent on the patio, we provided the necessary paperwork for a reasonable accommodation request and offered the sunshade option. However, we haven't received follow-up correspondence from your end regarding these options.
  
  In terms of communication attempts, we've made several efforts through calls, texts, emails, and personal visits. Despite our office location changing and an adjustment in onsite office hours, we were transparent in our business hours and being onsite two days a week and the ability to make appointments in an email dated May 30th to all residents.    
  
  We genuinely regret any inconvenience you've experienced and remain open to resolving matters amicably.

• Initial Complaint

  Date:09/22/2023

  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.

  We moved out from Rockwood Apartments 3322A on July 31st 2023 and thanks to **** that part went well (i hope that she can continue to turn the place around i could see the improvements during my last two months) and we had no issues. I know the deposit refund is not mailed out from the apartment office. It has been more than 45 days and we have not been refunded our deposit (minus the last utility bills). I have emailed asking. I have called and left a message. I have not been reached out to and the only information on the last email I received is just showing that we are owed a refund. The email the document informing us of the refund of our deposit gave contact info for owing a balance but there is no contact info for if you have questions about your deposit which is why I reached out to the property multiple times. A representative (from the main number, not the office) claimed they would notify the office that I called and someone would get back to me. That was days ago. I doubt that. I received the move-out statement on August 19th, 2023. I know they are required to send us our remaining deposit back within 45 days of the moveout date not 45 days from the statement they sent.All we want is our deposit back. Note: Rent to high being the reason for the move out is an understatement. The age and state of the apartments does not match the rising cost they are charging even though they bring the carpet and floors out of the late 90's style. The bathrooms and kitchen and old appliances do not match the cost.

  Customer Answer

  Date: 09/30/2023

  I tried again to reach out to them via email and learned that they have blocked my email. I can attest that I did not spam them with calls or emails.  I reached out to them via email August 19th, the date of the move-out statement and on September 11th.  I tried again on today September 30th and learned that I cannot contact them.  I can only surmise that they reported my email as spam or blocked me as the message from ****** states.  I do not understand why I would not be reached out to and the situation explained instead of having absolutely no one reach out or say anything what so ever.  This is quite disappointing.  I did send an email to their bonaventurelistens about the matter instead.  And I have yet to receive a call back from when I spoke to one from their customer service weeks ago.   It is as if the company has on intention of resolving this matter.

  Business Response

  Date: 10/02/2023

  Thank you for reaching out, we apologize that you have been unable to make contact with our office. Please note that we have received your email communication to the [email protected] account and a response was sent over this morning. In addition, our Property Manager has attempted to contact you via phone but has not had success. We apologize for the delay in processing your refund, we have confirmed with our accounting team that the check will be processed and sent out by the close of business today. If you have any additional questions or concerns please contact us at [email protected]. Thank you. 

  Customer Answer

  Date: 10/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  However I would like to add that some of what was said in there response is inaccurate.

  As long as our deposit arrives soon, I will have no other complaints. 

  Regards,

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

  Customer Answer

  Date: 10/13/2023

  The property manager called me the day of the Businesses updated the bbb and we spoke. I was told it would be mailed out.  If they had called before that I would know about it. Also we still have not received our deposit.  If it was really mailed out the end of the business day 10\3\23 then where is it?  And the person who responded via bonventue listens did not respond to my follow up email at all. 

  Customer Answer

  Date: 10/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  Date Sent: 10/13/2023 8:22:32 AM
  The property manager called me the day of the Businesses updated the bbb and we spoke. I was told it would be mailed out.  If they had called before that I would know about it. Also we still have not received our deposit.  If it was really mailed out the end of the business day 10\3\23 then where is it?  And the person who responded via bonventue listens did not respond to my follow up email at all. 
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 10/27/2023

  The Property Manager, **** ********, spoke to ******* ****** on October 26th. She was notified that she should expect a check to be received via mail by early next week. 

  Customer Answer

  Date: 11/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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 as we finally received our deposit. 
  
  
  
  Regards,
  
  
  
  ******* ******
   
  

• Initial Complaint

  Date:07/21/2023

  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 currently live at *********** apartments in Richmond, VA and my experience has been nothing but horrendous. The staff at the leasing office are friendly, but only if you can actually get in contact with them. Moving in took over 6 weeks due to staff changes, inattention to detail (the whole office quit and in the process the new staff lost my previous information. Then, someone read my application but forgot to process it, leaving me on eternal hold), and untimely communication. I had to send multiple emails (which almost always went unanswered) and call multiple times (maybe 30% of the time someone picked up. If nobody picked up, I would never get a response back), and my roommate had to talk to the leasing office multiple times to ensure I could move in by the time I needed, as I was moving from a different city. I figured once I moved in, all would be okay. I was wrong. In the few weeks I've lived here, multiple packages have been stolen, cars have been broken into, and a shooting occurred next door. When asked about how *********** would ensure our safety, the property manager responded with "What do you want me to do?" Due to an apparent lack of safety and stagnant property management, my roommate and I have inquired about ending our lease early. We have now emailed the leasing office twice to start this process and have gotten no response back. We will likely have to go to the office in person when we both have time off to get any sort of answer. At this point, we just want to leave the apartment complex as soon as we can get a new place. The lack of communication and safety is unacceptable for a property of this size.

  Business Response

  Date: 07/26/2023

  Thank you for taking the time to share your feedback about your experience at ***********. We sincerely apologize for the negative experience you've had during the leasing and moving-in process. We understand that effective communication is imperative to ensuring a smooth experience for our residents and we regret that your experience does not reflect that. Please know that we are committed to our residents and our Property Manager will be in contact with you before the end of the day to discuss your concerns. Thank you again for sharing your experience with us, and we look forward to working towards resolving these issues promptly.

  Customer Answer

  Date: 07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/18/2023

  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.

  On or around June 2023 I and my fiancé who reside at *** ******* ***** ***** *** sign a lease for 11 months for the amount of $2367 on June 05 2023 then the rent was supposed to be $1588 but on July's rent we were charged $2891 and was reduced to $2147 when rent was supposed to be no more than $1800 I have attachment of the above if need

  Business Response

  Date: 08/15/2023

  Hi ************, thank you for providing this feedback. We have reviewed your account ledger and can confirm that the rent amount being charged is the $1556 agreed upon rate, however, there are additional recurring fees (included in the agreed renewal offer (trash, buidiling facility fee and zero deposit fee)) in addition to your monthly pet fee and water/sewer bill. If you have any additional questions, please feel free to contact us directly at the Leasing Office as we would be happy to review your resident account with you in more detail.