Complaints

This profile includes complaints for Avenue5 Residential LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avenue5 Residential LLC

  901 5th Ave Ste 3000 Seattle, WA 98164-2066

• 

  Avenue5 Residential LLC

  3201 W Ina Rd Tucson, AZ 85741-2117

• 

  Avenue5 Residential LLC

  301 E Cypress Ave Redlands, CA 92373-6106

• 

  North Bethesda Market

  11351 Woodglen Dr North Bethesda, MD 20852-6010

• 

  Avenue5 Residential LLC

  320 Conestoga Way Henderson, NV 89002

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:12/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August of 2022, I was accused of ***** and spent a year in custody. Prior to that I resided at ********************** one of ******************. They served my family with Vacate Premises due to the accusation. ***** was never committed. Anyhow, they kept my $600. Deposit and a year later sent me to collections. My Mother turned in keys to Apartment and was told I was in good standing. Now, Noone can find such paperwork but yet, I'm in Collections for $3500.

• Initial Complaint

  Date:12/10/2024

  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.

  My apartment flooded on Friday ceiling in kitchen and master bathroom falling they said lenders need to come won't tell us what caused the flood so we can use ***************** haven't said if it's still safe to live here or not suppose to come today nobody has came at all been calling and going to the office and no response no body has checked for mold or anything ceiling is brown in some spots

  Business Response

  Date: 12/10/2024

  Hello,

  Please provide us which property this occurred so we may help you more effectively.

  Thank you.

  Customer Answer

  Date: 12/10/2024

   
  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,
  
  Dakota ******

• Initial Complaint

  Date:12/04/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 am filing this complaint due to unfair billing practices, poor communication, and a failure to comply with Washington State tenant laws.I lived in ********************(2023/4-2024/10) and moved out on 10/05/2024. I did not receive any deposit returned or update from ShoreSmith apartment, furthermore, they gave me an unfair bill charging for extra rent.Disputed Balance: Upon moving out on 10/05/2024, I was charged $637.80 for additional rent, which I believe is unjustified. I submitted my Notice to Vacate more than a month in advance and received acknowledgment from the management. I followed all move-out procedures, including reserving the elevator and leaving the keys in the apartment as the leasing office was closed. Despite this, the management claimed they found the keys late and charged me for six extra days of rent without contacting me to clarify or resolve the issue first. Threatening Collection Call: I received a call from someone at the billing team threatening to send the disputed bill to collections if I did not pay immediately. This approach was aggressive, unprofessional, and highly distressing.Unreturned Security Deposit: Under RCW 59.18.280, landlords are required to return the security deposit or provide an itemized list of deductions within 30 days of a tenants move-out. Nearly two months after my move-out date, I have yet to receive my deposit or an explanation. I have emailed the property multiple times requesting documentation and clarification regarding the disputed balance and my deposit, but they have failed to respond.Resolution Sought:Immediate compliance with RCW 59.18.280 by either returning my full security deposit or providing an itemized written statement explaining any deductions.A detailed explanation and supporting documentation for the disputed $637.80 balance.An apology and assurance that no further collection threats will be made unless the charges are properly substantiated.

  Business Response

  Date: 12/10/2024

  Hello,

  The keys were left without notification to the property. When the Property Manager attempted to reach you, you never returned the communication to the leasing office. On the move-out date, the Property Manager sent a maintenance technician to inspect the unit, and discovered the keys were left in the vacant unit.

  For the move-out statement, the leasing office was not provided with a forwarding address. If you reach out to the property with a forwarding address, they'd be more than happy to send you a move-out statement.

  Thank you.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22580503
  
  I am rejecting this response because:

  1. Move-Out Notice Provided: I sent my move-out notice (move-out date: 10/5) in compliance with the lease agreement and received acknowledgment. According to the lease (Page 8, Sections *****), the move-out date cannot be changed unless both parties agree in writing.
  
  2. Scheduled Move-Out Service: I arranged a moving service for 9:00 AM on Saturday morning, when the leasing office was closed. As stated in the lease (Section 45, Move-Out Procedures), "You wont stay beyond the date you are supposed to move out." Therefore, any charges for rent beyond the agreed move-out date are unreasonable.
  
  3. Lack of Communication About Keys: I was not contacted by anyone from the apartment regarding the keys after my move-out. The only correspondence I received was an email from your billing department on 10/17, which included only a balance amount without an itemized invoice or move-out statement. If there were attempts to contact me, please provide documented proof.
  
  4. Forwarding Address Provided: I attached my official move-out sheet, which includes the forwarding address. The claim that no forwarding address was provided is incorrect.
  
  Given these points, I request the following:
  1. A detailed itemized invoice for any charges applied.
  2. Removal of any charges beyond the agreed move-out date.
  Please address these issues promptly. I look forward to resolving this matter amicably.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 a renter of the following property: ******************, ********, *****. I enjoyed my stay there, but have been met with a challenge since moving out. I have contact ********************** several people at the company in which they stated someone would contact me and I haven't heard anything. The check will expire in less than 30 ******* being a resident, I moved out, left the apartment in good condition, paid the rent early/and over the amount. I received a check from the company, but they have a block on it where I can not cash it. The check is funded via ***** in which I am a member. I have diligently been contacting the complex and Avenue 5 by email and phone call with no response. They are saying the check is unavailable for deposit and they owe me my deposit of $832. I would like resolution to the matter.

  Business Response

  Date: 12/20/2024

  Hello,

  We are working with the ************* and regional managers to find a resolution for your refund request. We will update as soon as we hear back.

  Thank you.

  Customer Answer

  Date: 03/11/2025

  I have been actively communicating with the company in which they are now silent. The were to refund my apartment deposit and the returned check fees. They issued fraudulent checks in which each one was returned due to lack of funds in their account. No one is answering me now.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a resident for almost 2yrs. I am to receive my deposit back after moving. I left my forwarding address and also my number. I emailed the property manager and the general email this information. I also stopped by the office and left it in writing. I was told there was nothing more they needed from me after returning all keys. My deposit was over 2k...I called because it's passed the 30 days limit and was told by ******* that they mailed it to me. She stated it was mailed to the address of their property because they had no forwarding address which I have proof that they have my new address. I also went to the mailbox and no check. So they are lying and with holding my deposit. I have reached out with no answer.

  Business Response

  Date: 12/10/2024

  Hello,

  Thank you for reaching out. We've had turnover at this property, and the new Property Manager has confirmed that your forwarding address was NOT updated at move-out. This has since been rectified with your assistance, and a refund check has been written and will be mailed out to you later this week.

  Thank you.

  Customer Answer

  Date: 12/17/2024

  I seen the email I still haven't received my deposit 

• Initial Complaint

  Date:11/26/2024

  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 moved out of ************* in July of 2024. I was never given a written account of my payment history or the deductions that came out of my security deposit. This security deposit I also was never told whether I would be getting any back, or if it was used for repairs. In the month following my vacancy I received an e-mail from Avenue5 residential, which I'm assuming is the property manager for *************, directing me to view their portal where I could view these final charges. Upon viewing the portal, I see no information about any of the charges. It's a lump sum of $3,973.29 that they say I now owe, which included last months rent of $1,245.62, some utility charges, and the rest in "repairs". There is no way for me to view these charges or what the repairs are for. When I reached out about this information I was told I can't be helped unless I make a phone call. I wrote back with a formal request in writing that I wanted to see these charges and what was used from my security deposit for repairs as this is required in ******. I was written back and told that they cannot help me and that my account would be sent to collections. I have no issues with paying what I owe, but I will not be paying for something you just tell me I owe without showing me. What this tells me is they used all of my deposit, plus charging me another $2k, all for "repairs"? I have pictures of before I moved in and pictures of afterwards, there is no way I left that place with enough damages to charge $3700 and I will die on that hill until the end. I want to see either a reduction in the bill to just the last month charges, or given a much more detailed account of what my security deposit was used on and what "repairs" were done.

  Business Response

  Date: 12/06/2024

  Hello,

  Our Property Manager looked at the deposit, and our AM charged for the carpet and vinyl replacement.

  Our PM has submitted paperwork to have those charges removed. She will send an updated statement to the resident once it's completed.

  The PM has also reached out to you and updated you.

  Thank you.

  Customer Answer

  Date: 12/13/2024

  Hello, I wanted to e-mail an update with my response. Jenna Village has reduced the payment amount to the correct amount so I have worked out a payment arrangement to pay that. Thank you for your help!

   

  -********* ************

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 have health issues and I've been keeping in contact with one of the employees her name is ***** M about everything she's even told me if I can't make the payment to please call . The whole time she laughed and said she sent it to collections because of the one time non payment I told her I could make two payments next month, whole time speaking over me and laughing it was horrible. I like professional and if it can't be done please explain but don't say you can work with me if your not going to. Speaking over me is just horrible and laughing is evil instead of being professional. Not only did she also say she responded to my email which she did not but when I emailed her about how she responded unprofessional as ** I would be going higher up then she replied to my email.

  Business Response

  Date: 11/25/2024

  Hello,

  Please inform us which property this occurred at, so we may better assist you.

  Thank you.

  Customer Answer

  Date: 11/29/2024

   
  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,
  
  ********* Solsno

  Customer Answer

  Date: 11/30/2024

  I'm sorry ****** i don't know how to do any of this at all but the lady ***** just emailed me saying it against the law to record ppl. I have dealt with her kind where they act friendly and s**** you over and laugh at the end. I was trying to understand and inform her. I lost my job due to the times me having to go to hospital. I'm actually going under again on Dec 5 and I don't want nothing messing with my credit I call her every month if something happens. The property I was at was papago crossing *******, ** 85008 

   

  I'm suppose to get the last check and ima start work with my mom on the side i can get both payment this month I just don't want to be sent to collections when I have been communicating with ***** *.

   

  I have all payments i have not missed except for when I forget to transfer money to account but I call her. She also said there was no interest and last month was told tht of it misses payment I do get charged interest. I told her but I didn't miss payment I'm making it on same day but since it say not enough funds the whole payment gets canceled and I get charged more

  Business Response

  Date: 12/06/2024

  Hello,

  The complainant said on record that he is no longer looking for resolution of this complaint (see attached screenshot). Please close it at your earliest convenience.

  Thank you.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22592088
  
  

  So what do i do?  They don't want to help me out after his employee said call if I can't make payment and I tried talking to her and she laughed saying I can't do that. I have papers of procedure being done and me being in and out of hospital and getting g my last check this week to make payments. Why do they say they will work with you if that is not the case?

   

• Initial Complaint

  Date:11/21/2024

  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.

  Your staff how they handle things at Redpoint Apartments in **************, is very toxic, I wrote ****** reviews about our time at Redpoint and another situation how a poor family was evicted just for filing a complaint with the BBB because things were not being fixed, and guess what the office staff they tried to call me which they didn't that was a false statement, and what's even worse, they called my wife to try to pump her for info, and what's even worse they called my mother! And she didn't even write the reviews, the office there ******* have no boundaries no respect at all! I'm going to say it like is, we left those apartments, it wasn't safe at all, we had things stolen in board daylight, there are registered *** offenders living there, and drug dealers and illegal aliens, thankfully with the new administration they will all be deported. Oh yeah I went there, I ventured to say some most likely most of your staff probably voted for the fake administration, must be nice inflation doesn't effect you. Well it doesn't matter now the fake administration LOST the election! We paid so much money to live there, and we got ****, I'm pretty mad, that office did not have permission to call me, they needed to email me first and ask permission, I'm saying this now because the holidays are near and everyone is in a good mood except for the fake administration supporters that Lost the election! You can't take away my freedom of speech I'm speaking the truth. I'm not afraid at all of you people, you're not going to scare me or bully me like you did that family about filing a complaint to the BBB, and you do not have permission to call me or my family! I will answer only email.

  Business Response

  Date: 11/25/2024

  Hello,

  The Property Manager called the two numbers on file and was only able to leave a voicemail on the complainants' wifes phone. The Property Manager left a message encouraging the complainant to call the office so we could discuss their experience, and then the string of odd emails came in, so the Property Manager decided it would be best to not engage in their political rant. The same Property Manager is no longer at ********, however we have been in touch with other team members and it sounds like this was a common experience at the property. Attached are two work orders placed with more political and personal opinions. This individual clearly states in one of the work orders, that they don't blame the property.
  
  No other residents have reached out regarding any of the complainants' claims.

  Thank you.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22587010
  
  I am rejecting this response because: 

  You know what this office is so toxic, of coarse they left! And another thing this company has bad leadership! Your turn over is so high, and another thing too about the emails its true, you people let in criminals and illegal aliens into your apartment complex, you can think all you want or say all you want but your company is beyond corrupt, and the news reached out for a reponse from you and you didnt answer, your credibility is absolute ****, the way we were treated and the way this family was treated is absolutely unacceptable! And your office violated my boundaries and disrespected my mother a widow of a us veteran, the complaint remains and the bad reviews remain, you cant bully me or silence me, I cant believe anything you say is true! Im so glad this fake administration is almost gone, the same sloppiness is in your company goodbye forever! Beyond toxic environment you had so many people quit. 

   

  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/19/2024

  Type:Order 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 second certified letter (#**** 0710 5270 2109 7399 56) was sent to ************************, managed by Avenue 5, regarding unresolved repairs that remain in violation of Nevada Revised Statutes (NRS) Chapters 118A and 118B. These statutes mandate that repairs be completed within a reasonable timeframegenerally within 14 business days. Your company has failed to initiate or schedule the required repairs. Each visit to your office has been met with note-taking by staff, yet no follow-up or action has occurred to address the following issues: 1. The A/C unit no longer produces cold air. 2. The second hallway bathroom toilet remains in need of repair. 3. The dishwasher skips cycles and fails to drain. 4. The hinges on the second hallway bathroom door are broken. 5. Both electrical outlets in each bathroom are nonfunctional. My initial request was sent on June 14, 2024 (copy attached). Despite frequent reminders, these repairs have not been addressed, violating state law, my lease agreement, and your contract with the **********************. The refusal to repair the hallway bathroom toilet resulted in flooding in the kitchen, hallway, and rear bedrooms. When I reported this emergency, your staff member, Clarizze, repeatedly instructed me to shut off the toileta step I had already takenyet no maintenance personnel were dispatched. This negligence has persisted for nearly six months. Under Nevada law, I am entitled to a habitable dwelling. Your inaction constitutes deliberate negligence, causing significant hardship and inconvenience to my family, with potential monetary damages for which you may be liable. I am documenting all communications to ensure my rights are upheld in court if necessary. Failure to address repairs within 14 business days of this letter, as required by law will leave me no choice but to pursue legal action or report these violations to the appropriate housing authorities.

  Business Response

  Date: 11/27/2024

  Hello,

  Avenue5 stopped managing this property in October. The staff that would know more about your claim were terminated by the new management company upon takeover. I strongly encourage you to reach out to ****** *** ************************ as she will be able to reconcile your claim for repairs. We understand that not being able to have repairs made in a timely matter can be distressing, so we encourage you to reach out to ****** ASAP with this information so your claims of negligence are recognized by the appropriate party.

  Thank you.

  Customer Answer

  Date: 11/27/2024

   
  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:11/19/2024

  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.

  Per FLORIDA STATE LAW 15 DAYS for security deposit return, I was told ***** days from the extremely rude and ****** manager at property, didn't get up from her chair in office nor did she even look at me, instead yelling from her office into the main entrance. Very rude, unprofessional and lazy

  Business Response

  Date: 11/19/2024

  Hello,

  Please provide which property this occurred at so we may better assist you.

  Thank you.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22575780
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

   

  THE PARK AT ******, *************************,

  I was at 3910 Central Ave, unit 207

  Business Response

  Date: 12/10/2024

  Hello,

  The current Property Manager started at the end of October, and she says she was not contacted by you in regards to your deposit. There's no security deposit refund due to an insufficient notice charge outstanding on your ledger. Please see attached document for this information.

  Thank you.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22575780
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

   NUMEROUS EMAILS WERE SENT TO ******** BUFFY AND I SPOKE TO ****** FROM SEPTEMBER 16- OCT 14 WITH NO RESPONSE. I HAVE EMAILS AND PHONE RECORDS TO BACK UP MY CLAIM