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.

close

Find a Location

Avenue5 Residential LLC has 679 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Avenue5 Residential LLC

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

• 

  Avenue5 Residential LLC

  16520 North Rd Bothell, WA 98012-5991

• 

  Eagles Landing

  2785 Eagle Dr Ammon, ID 83406-5711

• 

  Aura Burnside

  77 NE Grand Ave Portland, OR 97232-3548

• 

  Century

  3720 N Vancouver Ave Portland, OR 97227-1430

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:05/22/2025

  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.

  Complaint Summary:Avenue5 Residential has failed to resolve multiple billing errors and continues to ignore serious management issues at their ***************** property in *******, ***Complaint Details:I am a resident at ***************** (Unit 1017). I paid $139.29 directly to the leasing office, but this payment was never reflected on my account. As a result, I was wrongly charged a $105 late fee.I have also been repeatedly overcharged for community electricity fees. Despite multiple requests for a correction, these charges continue to appear with no refund ********* addition, I have requested my lease renewal several times. The manager claimed to have sent it four times, but I have never received anything. When I asked again, the manager spoke to me in a disrespectful manner and told me to speak with an Asian employee instead. This is clearly discriminatory and unacceptable.I have attached supporting documents and have already submitted a formal complaint to Avenue5, but there has been no resolution.I am requesting a full correction of my account, refund of the $105 late fee, a proper lease renewal process, and a formal apology for the discriminatory behavior.

  Business Response

  Date: 06/03/2025

  Hello,

  We have discussed this with the Property Manager and can provide the following context.

  From the understanding of the Property Manager ****, you were in contact with the leasing office to receive a copy of your lease which you now have a copy of. They can see that you were charged a late fee due to the concession not being added correctly, and that has since been corrected, which is what you asked for from this complaint. **** has also waived the late fee. She has reached out to you and will be happy to discuss anything further.

  Thank you.

• Initial Complaint

  Date:05/14/2025

  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.

  My husband and I needed to pay move out charges to this company, we had no issue paying this but within **************** they are required to provide us with proof of damages and receipts of all repairs. The crossings apartment complex that is apart of avenue five were extremely kind about this but when being in contact with avenue 5 themselves were horrible. We were in contact with one woman in particular on Tuesday may 13th and her name is ***** ********. She was completely rude, unprofessional, and absolutely disgusting towards us. When we asked her for the information on our apartment( that we later found out from the apartment she was indeed required to give us) she solely said no, she said she wasnt going to. When we asked as to why she just said no. When we were going over charges (provided by the apartment not her) she called us stupid laughed at us and told us we were incapable of reading a basic statement. In Washington state it is required to give these statements to us especially upon request, and when we stated we knew the law and knew the state requirements she stated that doesnt matter and that she doesnt need to follow those laws. All we wanted was 1. The statements so we could know what we were paying for and ensuring we werent paying for anything we shouldnt be, and 2. Someone to explain them to us because its not something we have dealt with before. My husband and I were completely blown away by the way she acted the way she treated us and just her attitude all around. I can imagine we arent the only people being treated this way and I dont think its right and its completely unacceptable. Especially if its someone first apartment and you have no clue whats going on.

  Business Response

  Date: 05/14/2025

  Hello,

  We'd like to assist further, but we need to know exactly which property this occurred at. Can you please provide the full name of the property, beyond just "the crossings"?

  Thank you.

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23327779
  
  the crossings at ****************************************************** apartment  

  Business Response

  Date: 06/11/2025

  Hello,

  I have spoken with the regional manager, and we are working to locate a ledger for you that we can share. Can you please share which unit you lived in while you were a resident of The Crossings at ***********?

  Thank you.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23327779
  I lived in unit j 107 at the crossings at ************************* in **************** I have linked proof of this residency 

  Business Response

  Date: 07/01/2025

  Hello,

  After locating your resident record and speaking with the property manager, we can provide the following context.

  The property manager ******** reached out to you to see what the issue was. When he called you, you explained that you had been trying to obtain more information on your move-out charges regarding the carpet replacement and vertical blinds. He was able to speak with you and explain the charges, as well as how we calculated the prorated carpet replacement charge based on the carpet's life expectancy and quoted replacement costs. You also explained that you had been trying to get this information from your contact in billing, but were being told that billing could not provide any information regarding the charges.

  This call took place around 5/12/2025, and we left with a better understanding of the charges. ******** emailed you copies of the move-out inspection with pictures and the prorated estimate for the carpet replacement.

  Thank you.
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  my apartments is the ******* owned by Avenue 5 property management. The property management office have repeatedly ignored my complaints of Marajuana/Weed smoke filling my apartment. to include my most recent discussion with the office the week of March 16, 2025 i requested to speak to the *******. This ******* is new the third ******* in as many months. She identified her self as the property *******, but never gave me here name. So i explained how many emails and trips i have made to the office complaining about the weed smoke. I advise here that i have called corporate multiple and left voicemails but never got any return calls. She said that "You can call corporate all you want, they will just defer to me to handle the issues." She then asked me to email here, and wrote an email address down, then told me to email her everything i have. I told her i have sent multiple emails, to that same email address, the problem still exist. i told her i am paying market rate for my apartment and the property is not concerned that illegal drugs are in use and i am smelling it in my apartment, i have to leave my patio door open, with two box fans running to get the smell , which goes late into the night, sometimes, till 01:00 am in the middle of the night. i then told her if the email address you gave me is a general mailbox where all management staff has access to the email, then there is no reason for me to resend the emails since they are already in the inbox, marked either unread, or read. today is May 12, 2015. i have not heard anything from Avenue 5 or the on property staff. my apartment has been full of weed smoke just about everyday since i talked to the "Manager"I NEED THIS ISSUE ESCALATED. This is putting my professional career at risk, as i get drug tested .i have been A Systems Engineer in IT since 1999. The office is telling me call Police, i have called police multiple times, The Police advised the ******* is responsible.

  Business Response

  Date: 06/02/2025

  Hello,

  We have spoken with the new Property Manager at The Collins and discovered the following.

  From previous email thread coming from you to the old property manager mailbox was in March regarding a weed smell coming into your unit. From the email it seems that you potentially came into the office on
  3/14 to discuss issue and followed up with an email stating he will keep us
  posted after calling out police. You speculated that the unit above you in #1131
  is the culprit and that you called the cops on them due to loud tv and playing
  video games. You also stated in the initial email that he had called cops
  multiple times on them and that the weed smell had not stopped and been
  going on that entire week. It's important to note, the unit above VACATED at the end of last week.
  
  Per previous documentation, every
  time that you reached out with a complaint about the smell, the previous
  property manager did respond and follow up with you with action plan and
  solutions. The previous manager did contact the above resident
  multiple times and did state in the email that he would be giving out a
  lease violation. He notified the upstairs resident that smoking was prohibited
  and that guests of theirs were not allowed to be smoking either at any
  time. The previous manager followed back up with you just to check on him if
  it had resolved. You responded the following day (3/22) stating it is still
  smelling like weed. The previous manager indicates he has reached out to every
  person in that building, and everyone is insisting that it is someone else
  and pointing fingers at each other. As a specific person can't be identified, a
  lease violation can't be given directly. This is important to note. We cannot simply assign lease violations to everyone for pointing the finger at each other.

  Management also sent out reoccurring mass email
  reminders to the entire property regarding the no smoking policy and that it is
  prohibited. It appears that the previous manager planned to do an inspection of
  every unit, which I'm unsure if this was completed or not as he no longer works
  for the company. There was a gap of time between him leaving and I taking over
  as the manager as well. 
  
  The new Property Manager hasn't spoken to you as they were not aware of this matter until now. However, the Property Manager is happy to post letters to each
  door as reminders of non-smoking and lease violation if issue is still
  occurring. They can schedule a follow up unit inspection specifically for
  that building as well. From what I can see on my end, there have not been
  previous work orders put in for this issue either since we took over as
  management.

  Thank you.

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 23321177
  
  
  
  I am rejecting this response because: i caled Avenue 5 corporate number and left numerous voice mails and i never got a call back. As far as the property manager not being aware of this issue, if everyone in the office is using the same email address,  then all my previous  emails from last year  are still in that inbox. I also made numerous trips to the office and spoke to multilple Property managers.. due to a high turnover. so this issue is well  known. I just got home tonight, 
  
  9:43 PM 6/4/2025, and i am smelling weed.. its too late, too hot today in Dallas, and too many bugs with the rain we are getting, for me  to open my patio  door and no resoultion has been presented, just generic responses. I will not confinue to pay market rate rent, to continue, deal with this. Set up a call to discuss this matter. I need this resolved. I DO NOT ACCEPT THIS PROPOSED RESOULUTION !!
  
  Sincerely,
  
  
  
  Alvin Terry

  Business Response

  Date: 06/18/2025

  Hello,

  Thank you for reaching out. We are more than happy to discuss with you by calling the property office. We referenced all prior communication with the old property manager when responding to your complaint the first time. We will not be able to provide you your refund as we have taken action to provide warnings and very person in your building has been notified about the property's no-smoking rules. We have also sent property-wide reminders.

  There is no other concession we can offer at this time.

   

• Initial Complaint

  Date:05/11/2025

  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 apartment complex moved me into a unit with water damage and while being there a pipe burst causing more damage. An entire room was infested with mold and mildew. They had us move into another unit which upon move in is infested with cockroaches. They offered us no compensation for the huge inconvenience of moving nor for our suffering breathing in the mold and having nowhere to live comfortably even though that is their one job. I went back my month of rent where we lived in the mold.

  Business Response

  Date: 05/14/2025

  Hello,

  We'd like to assist further, but unfortunately we cannot until we know which property this occurred at. Please provide the full name of the property so we may help.

  Thank you.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23314577
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23314577
   

  The property address is ***************************************** (the icon on central) 

  (See attachments)

  Business Response

  Date: 06/03/2025

  Hello,

  We have been in contact with the property manager at The Icon on Central and can provide the below context.

  You did have a large plumbing leak in the home they were in that caused an extensive amount of water damage. You were offered to stay in the home while the repairs were made but one of your roommates has asthma and did not want to be in the home while the construction would be going on. So, the property manager offered you to transfer to a new apartment that was the same floorplan and kept you at your same lower rent on the new apartment. The unit you all transferred to ended up having a few cockroaches in it due to an issue in the unit next to yours. The office immediately had pest control spray for roaches in your home and the one next to yours. Pest control has treated your home every week since you all moved in to ensure there was no further issues. The pest control company has stated they have seen no ***** activity in the last two weeks. The one roommate ***** (the one that has asthma) has only been thankful and understanding of the situation. Despite this, you have continued to mention being unhappy with your living situation. In communications with the property manager, you have never asked for money or any other compensation. You all were offered the transfer to an apartment in a more desirable location and we kept you at your much lower rate then what we had the home advertised at. We also gave you 7 days to transfer apartments when we would normally only give two.

  The property manager has been in constant contact with you and ***** since they were made aware of the issues in the previous home. ***** doesnt respond much to their emails or calls but the property manager has emailed and called you. They have kept you up to date through the transfer and the pest control issue in the new apartment. We have had pest control treat your new apartment every Tuesday since you have moved in, even without them seeing any evidence in roaches in the last two weeks.

  The most recent interaction with you was through email. The property manager let you know that pest control did not see any ***** activity in their home and to let the team on-site know if you see any. That I would also keep her on the pest control schedule till she feels comfortable or no longer sees any activity on her end.

  We are making active efforts and concessions to help your living experience and can prove as such.

  Thank you.

• Initial Complaint

  Date:05/09/2025

  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.

  On April 19th, I submitted an apartment application with The Landing at **********. I canceled the application the 21st before signing any lease, due to an undisclosed requirement: they requested a bank statement, which was not listed anywhere in their published application *********************** later admitted this was an oversight and agreed via email that a refund of the $200 admin fee would be processed within 30 days. It is now nearly 3 weeks later, and I have received no confirmation of the refund, no timeline, and no updates.When I called for a status update, the employee I spoke to (Aliyah) first said a third-party vendor handled refunds, then contradicted herself by stating it must go through Avenue5s corporate office in *******. This inconsistency, along with the prolonged delay, raises concern about the legitimacy of their refund process.I have since filed a dispute with my bank to recover the funds and am now submitting this complaint to request:Immediate confirmation that my refund is being processed A clear and reasonable timeline Accountability for misleading and delayed communication I am wanting to increase my refund amount to the full $265 since they have been reluctant in communication with me.

  Business Response

  Date: 05/28/2025

  Hello,

  We have discussed this with the property manager and can provide the following context.

  You did apply with us on 04/18/25.  We moved through the screening process and income calculations process. When we prompted you to supply bank statements to support the paystubs provided, you were reluctant to do so.  We explained why we were

  requesting the documentation at which point you inquired about cancelling their application.  You did not feel we had been transparent enough about the requirement for all applicants to supply bank statements and they were not comfortable doing so.  You

  requested a refund of the administrative fee of $200 and to cancel their application.  We advised you that we would be issuing a refund for the $200 administrative fee.

  The refund check was issued 05/16 but has not yet been cashed. The property manager has reached out to you today to see if we can confirm receipt of the refund. If you could please reply at your earliest convenience, we can get this issue resolved.

  Thanks.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23308655
  
  I am rejecting this response because:

   I want to clarify a few important points that were left out:
  I applied on 4/18/25 and canceled shortly after due to the lack of clarity around documentation requirements, specifically the request for bank statements which was not listed clearly in any visible pre-application materials.
  While they claim the refund process began quickly, I did not receive the refund until weeks later, despite multiple follow-ups. The check was only issued on 5/16nearly a month after cancellation, and only after I escalated through email and filed this BBB complaint.
  There was no direct contact from the property manager until 5/28over five weeks laterwhich contributed to the frustration.
  I had to take further steps to protect myself, including a bank dispute, due to the lack of accountability, poor communication, and conflicting information provided by staff.
  I appreciate that a refund was eventually processed, but it should not take public pressure, complaints, and multiple follow-ups to resolve such a simple matter. I hope this process improves for future applicants.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/08/2025

  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.

  Where to begin - Since January 2025 began, I have an endless list of violations to my rights as a tenant and of deceptive business practices. They refuse to take ownership of anything or appropriately apologize or make the wrong things right and I am strongly considering legal action but am first taking the route of reporting them to government and business authorities to see if I can get assistance through these options first, though I have ample evidence of legal concerns that can be proven if it were to come to that in a court. The property managers have not only treated me as a tenant poorly, continued to lie to my face from things ranging from whether or not they put a ticket in a support team when asked to lying to another resident in the hallway about when they began working here, to lying about the actual policies and procedures for the business and maintenance claims. They have a serious lying problem. Honestly, I don't know if they have told me a single truth yet. Aside from their treatment of me, they do not take care of the building properly or properly communicate building matters or concerns to the residents. Only after I complained SEVERAL times from *************** did they even begin to communicate somewhat at the end of March, though a good majority of that was untruthful as well. They never followed up with residents with accurate information either.Residents were forced onto a new payment portal with minimal communication. Specifically, there was not any communication regarding changes to policies or processing times, which were rather significant and negative changes for residents.

  Business Response

  Date: 05/14/2025

  Hello,

  We hear you, and want to assist. Unfortunately, we cannot do so until we know exactly which property this occurred at. Please let us know the FULL name of the property so we can help.

  Thanks.

  Customer Answer

  Date: 06/01/2025

  I am so sorry for not seeing your reply sooner. 

  
  

  The issue I have had and am still having is with The ****** Uptown in ******, ** that is one of the Avenue 5 properties. 

  
  

  I have since gotten them to verify in email that they did not ever provide me with documentation surrounding their payment portal policies. 

  
  

  But last night, I discovered another policy they failed to communicate to residents. 

  
  

  The team is unhelpful as the issues remain. 

  They have done nothing to make up for unjustly making me pay by money order for months, which, might I add, their assistant manager admitted to knowing he input the wrong payment dates in for 3 months' worth of payments before I caught it and demanded it be fixed. 

  
  

  They offered to pay for me to end my lease early. I said I do not wish to move. I signed my lease through October for a reason, and I am not in a place where moving is possible right now, so that was a ridiculous suggestion to inconvenience me even more and for them to continue to avoid doing something to make the issues right.

  
  

  From everything I am aware of, they are continuously violating tenant rights in ***** by failing and refusing to provide proper documentation surrounding their payment policies. The fact that this has been going on for 6 months and still has not improved makes me sick. 

  Business Response

  Date: 06/10/2025

  Hello,

  We have spoken with the property manager and can provide the following context to your complaint and desired settlement.

  You were locked out of your BILT payment portal in January after your payments were returned on 1/3/25 and on 1/7/25. Your complaint is that you never received anything in writing from **** stating that you would be locked out of her payment portal. We reached out to BILT on 5/25/25 and they informed us that you were notified on 1/7/25 but BILT couldn't produce proof of delivery as they do not store resident communication after 30 days.
  
  Since BILT was unable to provide proof of delivery, the property manager agreed to unlock your portal last week so that you could begin paying online again.

  Addiitonally, since April 11th, you have had multiple communications with the Regional Manager ******* ********** including an hour-long phone call and over 10 emails. As of 6/2/2025. ******* let you know that we could no longer discuss the issue regarding the portal as we had rectified the situation as well as provided you with a copy of your lease agreement showing that we were in-bounds within your executed/current lease agreement.

  As a good faith gesture, like mentioned above, we unlocked your portal access for online payments. We have also offered twice to release you from the lease without penalty. We have tried accommodating your desired settlement.

  Thank you.

   

• Initial Complaint

  Date:05/06/2025

  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 am submitting this complaint regarding ongoing and unresolved issues at my current residence, which have significantly impacted my quality of life and peace of mind.Over the course of several years, I have repeatedly communicated with the property management regarding excessive and persistent noise disturbances from the upstairs unit. These disruptions have escalated to a level that interferes with my daily activities and consistently disrupts my sleep. Despite submitting formal complaints there has been no meaningful ************* addition to the noise issues, the building's garage has experienced multiple mechanical failures. Each time, repairs have taken months to complete, making it extremely difficult to access my vehicle. This has become especially problematic at night and raises serious concerns about tenant safety, as unauthorized individuals, including homeless persons, have gained entry into the building.Also, the exterior light directly outside my apartment has been non-functional for years. I have submitted numerous documented requests, all of which have been ignored. This presents a serious safety hazard, especially during nighttime hours.Another unresolved issue is the washer and dryer in my unit, which have been broken for several months. Despite multiple service requests and emails, management has failed to make timely repairs or take responsibility. Instead, I was told to use a machine located down the hall, and even asked not to use it during business hours while tours are being conducted. This request is unreasonable, especially given the high rent I pay and the expectation of fully functioning in-unit appliances.Under Portlands municipal code, specifically Chapter *****, tenants are entitled to the quiet enjoyment of their leased premises. The ongoing noise disturbances, lack of safety measures, and prolonged delays in addressing essential repairs appear to constitute a breach of this right, as well as the lease agreement itself.

  Business Response

  Date: 05/14/2025

  Hello,

  We'd like to assist further, but cannot unless you provide us with the name of the property this occurred at. Please provide this information so we can help.

  Thank you.

  Customer Answer

  Date: 05/22/2025

  I wanted to follow up regarding my complaint through the BBB site (ID number *********. It looks like someone had replied through Avenue5 on the BBB platform, but I am unable to reply and let them know that my complaint is about their property named Slabtown Flats in ********* 

   

  The building did fix the garage as well as the light outside of my apartment, so I think we can close the case.

   

   

  Thank you,

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

• Initial Complaint

  Date:05/06/2025

  Type:Order 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.

  We lived at *********************************************************** since 2020. In late 2024, secondhand cigarette smoke began infiltrating our unit from the neighboring apartment through the **** system, wall gaps, electrical outlets, and windows. Our townhome shares walls and air circulation with the adjoining unit, making the exposure severe and constant. Despite Avenue5s signed no-smoking policy a key reason we chose this apartment, management failed to enforce it for months, even after we submitted written complaints, photo and video evidence.Our children experienced breathing issues, sleep disruptions, and emotional distress. We were forced to stop using our **** system and couldn't open windows, leaving the unit unventilated. On cold nights, we relocated our children to their grandfathers home. Management prohibited fireplace use (blaming it for a leak they delayed fixing) and even warned us not to use the kitchen range for warmth, leaving us without safe ******* February, they said they were preparing a 30-day notice to the smoking tenant. Six weeks later, without notice, they reversed that and told us our proof was insufficient. In contrast, when we reported a similar smoking issue in June 2024, the offending tenant was told to vacate within days, showing management can act quickly when it chooses.Only after I sent a formal notice refusing to pay a $5,726 lease-break fee and stating I would pursue legal remedies did they suddenly force the tenant to vacate. They then offered a 50% fee reduction, calling it a gesture of goodwill, but it was clearly a response to legal pressure, not resolution of the underlying issue.We request the full lease-break fee be waived and seek $7,500 in compensation for emotional distress, disrupted daily life, and health impacts on our family, particularly our children.

  Business Response

  Date: 06/02/2025

  Hello,

  We have discussed this with the Property Manager and can provide the following context.

  We have an entire chat log about what occurred with the residents in Unit 104 and 105. The property team has been in contact with you until May 2nd, when you stopped responding completely. The Property Manager relayed to you that they would be willing to waive half of the lease break fee, but not the full lease break fee. You didn't agree to the half waived and have since stopped responding. We are not accommodating your request of a full lease break fee and $7500 in compensation.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23291803
  
  I am rejecting this response because:
  

  Their summary misrepresents the timeline and the substance of the issue. I did not stop responding. I submitted multiple complaints and requests for updates between February and ****** including a formal complaint sent to their regional manager and later their corporate office.
  The offer to waive 50% of the lease break fee was presented only after I stated my intent to pursue legal and regulatory remedies due to managements ongoing failure to address serious habitability violations. By then, we had been exposed to cigarette smoke for nearly six months due to their failure to enforce a no-smoking lease clause.
  Their lack of consistent enforcement, delay in action, and refusal to treat the issue seriously left us with no choice but to vacate the unit to protect our familys health.
  I maintain my request for the full waiver of the $5,726 lease break fee and compensation in the amount of $7,500 for prolonged secondhand smoke exposure, health impacts, and disruption to our family's living conditions. Their response does not address or acknowledge those core concerns.

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

  Business Response

  Date: 06/18/2025

  Hello,

  We are unable to provide a full refund of the lease break fee. The 50% refund is the only approved offer we can provide.

  Thank you.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23291803
  
  I reject the businesss response.

  They have again failed to acknowledge or address the serious habitability and health violations that forced us to vacate the unit. Their repeated mention of the 50% lease break fee reduction ignores the fact that we endured six months of secondhand smoke exposure, sleep disruptions, and unsafe living conditions reported multiple times.
  Their refusal to respond meaningfully to those core issues reflects a lack of accountability. This matter remains unresolved, and I will continue pursuing it through additional legal and regulatory channels as necessary. 

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

  Business Response

  Date: 06/30/2025

  Hello,

  The offer to waive 50% of the lease break fee was instituted as a result of the complaint you've filed. There is no additional compensation we can offer at this time. If you are indeed moving this to litigate this issue, then there is no more resolution we can offer through the BBB channels you have opened.

  Thank you.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23291803
  
  I reject this response.

  The business has admitted that the 50% lease break fee reduction was offered only after I filed a formal complaint  confirming that their prior inaction and negligence left me no choice but to escalate the matter.
  They continue to refuse to acknowledge or take responsibility for the extended exposure to secondhand smoke, the health effects on my children, or the prolonged failure to enforce the community's own no-smoking policy. Their unwillingness to discuss fair compensation or a full waiver reflects a dismissive approach to serious health and safety concerns the very behavior that ultimately forced our family to leave the property altogether.

  ****** Bezruchuk 

• Initial Complaint

  Date:05/02/2025

  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.

  Im filing a complaint against Whitney Uptown (managed by Avenue5 Residential) for prolonged *** ************** billing negligence, and interference with my ability to access temporary rental assistance.Since February 2025, our high-rise has had ongoing elevator outagesincluding entire weeks with zero working elevators. I am disabled, and this has caused serious accessibility barriers. As of May 2, only one elevator works, and its often too full to board. This violates *** expectations and has impacted my daily mobility and health.On March 14, we were promised a $200 rent credit. I paid Aprils rent on time, minus the $200, expecting it to be applied. It wasntand I was charged a $154 late fee. For over a week, I attempted to resolve this by contacting multiple staff members via email, phone, portal, and text. I even contacted Avenue5s regional manager. I was told the balance couldnt be manually correctedthough it had been done ********** they say it will be fixed by Saturday, May 3but rent is due that day, and the rental assistance agency is closed until Monday. I explicitly told the property staffmultiple timesthat the assistance agency requires the correct rent balance to be reflected on the ledger in order to process payment. I sent this message to numerous individuals at Avenue5 and was still ignored until it was too late.I am now at risk of losing the assistance and being charged another $154 late fee, on top of the original one, due to their sabotage. I am seeking $2,095.28 in reimbursement:$154 April late fee $154 May late fee (anticipated)$1,430 May rent $90 amenity fee (despite elevator outages)$57.28 in other fees $200 promised to be credited I acted in good faith. Their negligence has created significant financial harm. I respectfully request BBBs support.

  Customer Answer

  Date: 05/03/2025

  Hi there,

   

  Im writing to provide an important update regarding my complaint (#********) against Whitney Uptown and Avenue5 Residential.

   

  I recently discovered that the property was transferred to *******************************************, a government-affiliated housing finance entity established under Texas law to support public-interest housing and community development. The transfer occurred just days after the buildings elevators became inoperable, and residents have continued to endure accessibility issues ever since.

   

  Despite repeated attempts to resolve billing discrepanciesincluding emails, portal requests, and phone callsI was assured the rent ledger would be corrected by May 1st. That did not occur, and due to this delay, my access to urgently needed rental assistance was jeopardized. Two late fees have been or will be assessed, solely due to managements failure to act, despite having over a weeks notice.

   

  As a disabled tenant navigating a career transition for health reasons, Ive been especially impacted by both the inaccessibility and poor communication. The fact that this occurred under the oversight of a public-interest housing finance entity adds another layer of concern and underscores the importance of accountability.

   

  This additional context reinforces my request for a full resolution, including waiving all late fees and correcting the rent ledger immediately.

   

  Thank you again for your time and assistance.

   

  Sincerely,

  ***** *****, M.S.

  Business Response

  Date: 05/06/2025

  Hi ***** & Happy Tuesday, 

  Thank you for bringing this to our attention. I want to start by acknowledging your concernswe remain fully committed to prioritizing your safety and ensuring your voice is heard at all times.

  Regarding the Notice to Vacate issued by ****** yesterday: while there may have been communication or expectations surrounding payment updates, a Notice to Vacate is still issued when a balance remains unpaid. This is in accordance with the lease agreement that both parties signed, which grants us the authority to proceed with such actions when necessary.

  As weve discussed previously, it appears you were misinformed by a former team member. Please know that any requests for additional funding or exceptions must receive approval from our leadership. I want to reassure you that no actions taken by our team are ever made with ill intent.

  With that said, Ive credited $154.00 in late fees related to last months rent as promised. However, your May rent was submitted on May 5th, which unfortunately resulted in a late fee that is not eligible for removal. Its important to note that we applied a $200.00 discretionary credit on May 2ndprior to late fees being assessedas a goodwill gesture related to ongoing elevator inconsistencies.

  If youd like to discuss this further, Im happy to speak with you by phone or in personwhichever is more convenient for you.

   

  Best regards, 

   

  ******* *****| PROPERTY MANAGER

  o:  ************

  WHITNEY UPTOWN

  3227 McKinney 

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

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

  PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | ************************

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23281060
  
  

  Despite sending 12 emails, making multiple phone calls, submitting a portal request, and even textingthis issue remains unresolved, unacknowledged, and blatantly ignored. This, after your public comment on ****** stating:

   

  Hi *****, were truly sorry to hear about your experience at **************. Your concerns about safety, accessibility, and communication are taken very seriously Please reach out to us We appreciate your feedback and look forward to resolving these issues.

   

  Not only have these issues not been resolved, it appears no one has actually read my correspondence. That level of disregard is deeply frustrating and unprofessional.

   

  To be clearplease do not ask me to come into the office. Ive respectfully requested that all communication be in writing for documentation purposes. Im a resident trying to resolve a serious issue. Im simply asking for the same level of effort and follow-through that Ive consistently extended to you.

   

  Business Response

  Date: 05/13/2025

  Hi *****,

  Thank you for reaching out. ****** and I have both made efforts to connect with you to resolve this matter as requested. Additionally, I responded to your previous email on May 5th and received confirmation from the Better Business Bureau that they acknowledged my response. As of now, we have not received any correspondence regarding the Special Accommodation Request.

  While you have expressed that you do not wish to resolve this matter in person, please understand that participation from all parties is crucial in reaching a resolution. Regarding the notice left inside your apartment, please note that we are within our rights to enter a unit to deliver correspondence related to unpaid rents.

  Please let me know how you would like to proceed.

  Best regards,

   

   

  Best regards, 

   

  ******* *****| PROPERTY MANAGER

  o:  ************

  WHITNEY UPTOWN

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23281060
  
  I am rejecting this response because:

  
  Thank you for the opportunity to respond. I am submitting this clarification because the businesss response contains several misleading and provably false claims.
  
  
  First, I submitted a written accommodation request due to documented medical hardship, which included coordination with nonprofit rent assistance providers. *******, the very staff member mentioned in their reply, left me a voicemail confirming she had received this request. For ******* to now claim no such communication was received is not only falseit reveals a serious internal failure or intentional dishonesty. The two narratives directly contradict each other, and the only reason to feign ignorance of a documented request is to avoid accountability for violating it.
  
  
  Second, this mismanagement caused serious harm. Because Avenue5 failed to correctly reflect nonprofit payments on my ledgereven after receiving confirmation of themI was charged inaccurate late fees and falsely portrayed as delinquent. I was penalized for their internal errors, and when I attempted to resolve this in writing, I was stonewalled. This has caused immense distress and hardship during a time of serious medical vulnerability.
  
  
  Third, ******* unlawfully entered my apartment as I was audibly objecting and using the bathroom. This was not a peaceful entry under the leaseit was a violation of my privacy, dignity, and legal rights. To claim this was simply delivering a notice is a gross mischaracterization. I did not consent, it was not an emergency, and I was clearly present and objecting. That is not peaceful entry. It is coercive and unlawful.
  
  
  Their pattern of behaviorfrom ignoring accommodation requests, to misrepresenting payment ledgers, to violating lease and legal boundarieshas made it impossible to resolve this matter in person or in good faith. I have all relevant documentation, including voicemail recordings, emails, and timestamped logs.
  
  
  I am not satisfied with the businesss response. I request the following:
  
  
  A corrected ledger reflecting all nonprofit payments.
  Waiver of any late fees or penalties caused by their failure to update records.
  A formal written acknowledgment of the accommodation request.
  Written assurance that all future communication will remain in writing, and that unauthorized entry will not occur again.
  
  
  
  
  If these issues are not corrected, I am prepared to escalate this matter further with legal support. I have already begun communication with attorney programs and elected officials.
  
  
  Sincerely,
  

  
  ***** *****, M.S.

  Business Response

  Date: 06/04/2025

  Hello,

  As of today, we still have not received any correspondence regarding the Special Accommodation Request.

  We have attempted to connect with you and there has been little to no response from your end on our communications. Cooperation is vital in order to find a resolution for what you're requesting. Legally, we are within our rights to enter a unit to deliver correspondence related to unpaid rents.
  
  Best regards,
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23281060
  
  I am rejecting this response because:

  You are literally lying and I have receipts. 

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

  Business Response

  Date: 06/30/2025

  Hello,

  Our property manager did reply to the email you sent screenshots of. In those screenshots, we do not see a special accommodation request that you reference. Can you please attach it here? You mentioned it in those emails you sent screenshots of.

  Thank you.

• Initial Complaint

  Date:05/01/2025

  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 was looking for an apartment in rent with Folksong Apartments, so, on January 1st. I paid an administrative fee for $210.00 and $80 for an application fee to start the process. But on January 4th I received an email where said that I was not approved. And that they will refund me the $210.00 for the administrative fee. That was on January, and we are already in May and I have not received the check with that refund they said I will receive. That is the reason I am setting this complaint through you.

  Business Response

  Date: 05/28/2025

  Hello,

  We have spoken with the Property Manager, and received the following information. A refund for you was processed but they did not have the correct address for you on file. The Property Manager resubmitted once they received the correct address. A new refund payment was processed on 4/25/2025, check number 1418.

  Thank you.

  Customer Answer

  Date: 06/05/2025

  Hello 

  Today I was checking your message regarding my case, where says that Folksong has issued they check #**** was processed but they did not confirmed my address. 

  
  

  How is that possible if I sent them the correct address on April 17 and I never received any check. I was checking constantly about the check at the lobby. Attached you will find the the emails that I am talking about. 

  
  

  The truth is that Folksong never had the intention to refund something that I never used. They just stole my money.