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Business Profile

Property Management

Avenue5 Residential LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

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

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Avenue5 Residential LLC has 697 locations, listed below.

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    Customer Complaints Summary

    • 640 total complaints in the last 3 years.
    • 475 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 my apartment (***********) on April 30th. I had already paid an extra $256.86 (on top of my deposit) via their app, for some moving out charges that was never explained. Once I had moved out, I asked them to provide me with all of the receipts/invoices for the charges that they incurred against my deposit. ****************, from the management office, responded to me and stated that they had 21 days, per CA law, to get me those documents. I did not receive those documents in the time period allotted so I emailed them again on June 1st and they finally responded. I was eventually sent a check in the amount of $204.77, which I do not agree with and did not cash. I emailed them on June 16th to let them know that I did not agree with that amount as I had already paid an extra $256.86 on top of my deposit (which I don't know for what). They have never responded to that email. I also cc'd ******************* on all of the correspondence, as she is the DM for that property and she NEVER responded either.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:07/06/2023

      Type:Product Issues
      Status:
      Answered
      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 the beginning of my mother ** applied for an apartment at ******************, a property managed by Avenue 5. I paid 475 for my mother's application fee and deposit. Royal Oaks promised to return 250 in the event of a denial. She was denied and they have refused to return my money as outlined in the contract.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:07/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 lease an apartment at *********. Yesterday I was robbed while out on the river and my apartment keys were stolen along with items that contained my home address.After first contacting my bank to put a hold on my cards after the robber was using them to make fraudulent charges, I contacted *************** at 5:50 pm The person who answered the phone was a man, I told him what was going on and expressed I was worried someone may use my keys and break in and that I needed to be let in my apartment. The man immediately started telling me to hang up and dial 911 repeatedly, rudely, saying he couldnt talk with me without a police report. Knowing they closed at 6 I asked if he would still be there to answer my call if I called back. He said just hang up the phone. I made the report, incident number #Cp231860465. The deputy was confused why he would make me do this when I explained the situation. Said its not necessary. I called back just after 6pm, a woman answered the phone and refused to help me because it was after hours. I told her what the man said and she said he said the wrong thing. I begged her to have someone let me in the building to make sure nobody was in my apartment and to care for my dogs. I asked her what would be done if there was a maintenance emergency. She said it doesnt work like that. I was given the run around by the office staff in a breach of security situation so they wouldnt have to work in their last 10 minutes of the day. I feel unsafe as a single woman to live in this building knowing they wouldnt help me when Im in need. I also feel they violated the ****** residential landlord and tenant act. I feel I was treated unfairly and they ignored their responsibilities to me as a tenant.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:06/30/2023

      Type:Product Issues
      Status:
      Answered
      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 at ******************** in *******. I was charged a month worth of rent after our lease agreement ended and the leasing team refuses to issue a refund. I would like a refund because this is thousands of dollars that were paid outside of the lease agreement for services I am not receiving because MY LEASE AGREEMENT ALREADY ENDED. Refusing to refund me for this payment is theft.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:06/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Crosspointe apartments, managed/owned by Avenue 5, denied me a timely lease renewal after I requested one 2 months in advance of my lease expiring and then charged me a $500 monthly fee plus late charges. I asked for a lease renewal November 2022 via email and the resident portal. I asked again. Then in April 2023, I received a reply to my email asking for verification of renter's insurance. I provided proof the next day and again asked for the lease renewal. I wasn't provided the lease renewal until June 2023. I asked that the lease be effective January 2023 when my previous one lapsed. Crosspointe denied stating that the lease would be effective June 2023 and that I would be responsible for the $500 monthly fee or they would proceed with a 30 day eviction notice. Later they did agree to reduce the fee to $300, still unacceptable given that I requested a lease repeatedly starting in November 2022 and never did I indicate that I wanted a month to month arrangement. I also asked that the ***resident be removed from the new lease as I live alone. Crosspointe informed me that I would be charged a $200 administrative fee to change the lease. I objected. I am an elderly, disabled woman living alone and Crosspointe is engaging in an unreasonable and unfair manner. Not only did they raise the rent by nearly 20% (they did agree to reduce the rent by half the increase after I objected to the rent increase being higher than my Social Security COSA). I want them to provide me with an accurate 12-month lease effective January 2023 with the adjusted rent increase and remove all month to month plus late fees removed from my account.. I have never lived with anyone. Also, the lease should only have my name on the lease. The person named as a ***resident was an initial ***signer which I was told would be removed after one-year of successful on time payments, which I have done. I have attached the 24 emails. I have additional documentation on the resident portal site if needed.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:06/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Moved in March of 2023. Have had issues from move in till now. **** the newest property manager is the worst and makes the company look bad. Legally recorded conversations with her for proof. Maintenance had entered the unit without consent. Nonemergency. Just entered without permission. The kids in the complex have damaged my vehicle on numerous occasions. Among other issues. Im at my **** end and on the verge of seeking legal action. There is too much to type. Ive reached out to corporate numerous times. Heard nothing back.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:06/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      El problema es *** ya tengo 15 meses de rentar el apartamento ******, desde *** llegu reporte el lava vajilla en mal estado, el ************** ventana de la recmara roto, el suiche del encendido del aire acondicionado no lo tiene y hasta la fecha nunca los repararon, hace unos das renov contrato y les reporte de nuevo lo sucedido, con la esperanza *** tomen en cuenta las ****** *** les he hecho saber.

      Business Response

      Date: 09/27/2024

      Hola,

      Por favor, reporte su experiencia a ********************************* Este buzn est monitoreado y el equipo all podr asistirle directamente con su solicitud. Asegrese de incluir TODA la informacin relevante, como fotos, documentos y el nombre de la propiedad cuando se comunique.

      Gracias.

    • Initial Complaint

      Date:06/28/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Applied for one of their apartments on ****, **, Park at Idlewyld. Paid application fees + a $200 hold deposit middle of May 2023 oi e with my debit card. Application was denied a few days later due to credit score. Was told hold deposit would be refunded from *******, ** billing department via ** Mail and in check form within **** days. Now 45+ days later nothing received. Have left a dozen plus voicemails to their WA billing department over the last 3 weeks as well as dozens of emails directly to their billing department, as well as to their ceo and cfo..Zero responses to vmail or email, zero refund received..Call apartment complex in ****, ** and am told check sent out almost a month ago and referred to billing department in WA. Nothing received, not even generic response via email.or telephone..Liard, theives, frauds. Filing lawsuit!

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:06/27/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Each month we are being billed for valet trash and valet trash is not being picked up. We have spoken to the apartments several times as well as the company and no improvement.

      Business Response

      Date: 09/27/2024

      Hello,

      Please report your experience to ********************************* This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

    • Initial Complaint

      Date:06/23/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      The building I lived in was sold, renamed and had 4 different property management companies during my time there.  This complaint was against Avenue5 who took over for Cloud10, the building had the same owner under those 2 companies and the issues worsened.  I can provide proof of business interactions with both.  The fact that it has taken them this long to respond, only to point the finger at Cloud10 speaks for itself.   What occurred was that the new owner was attempting to flip the building they immediately painted the outside of the building did some Landscaping work rebranded the building and change the name and then they refused to do any sort of work inside the building particularly in the homes because they were planning on remodeling it was a constructive eviction they were driving everybody out so that they could remodel and I didn't leave I didn't realize that that was what was going on all I knew was that there were lots of problems I continue to file work orders make phone calls send emails in the entire time all I got was harassment they interfered with delivery of packages they gave information that was blatantly false they gave half truths that were accounting errors there was all kinds of things going on there and currently there's a lawsuit and also a class action lawsuit these people are scumbags and they need an F rating

      e is clogged as depicted in the photographic evidence I have. Furthermore, Avenue5 staff informed me that the problem is not caused by tenants, but rather due to incomplete repairs on the trash compactor from last year when we were left without trash service for several weeks. Allegedly, a faulty laser is preventing the compactor from activating. The numerous lies and falsehoods surrounding this matter are deeply concerning and should be a source of shame.Lastly, I am seeking clarification on whether the Avenue5 property management team is affiliated with Sunrise/CloudTen. I have repeatedly asked for this information but have received no response. By law, they are obligated to provide me with the name of the owner, their address, the ******** property management company names, and address as well as the authorized recipient of notices. Additionally, any pending legal actions should be divulged. I requested immediate disclosure of this information weeks.

      Business Response

      Date: 09/27/2024

      Hello,

      We are not affiliated with ****************************. Please move this complaint to their BBB inbox.

      Thank you.

      Business Response

      Date: 09/30/2024

      Hello,

      We are not affiliated with *******************, as mentioned before. Please either reach out to ********'s corporate team, or if you have any Avenue5-related inquiries, please email **********************************************************. This inbox is monitored and the team there will be able to assist you directly with your ask. Be sure to include ALL relevant information, like photos, documents, and the name of the property when you reach out.

      Thank you.

      Business Response

      Date: 10/10/2024

      Hello,

      The most effective way to report your experience, and get in touch with an Avenue5 representative who can assist you further with your inquiry is by reaching out to ********************************* It is a monitored inbox. When you reach out, please be sure to include the property email address for the property you are including in your inquiry.

      Thank you.

      Customer Answer

      Date: 12/31/2024

       
      Better Business Bureau:

      We have reached a settlement agreement.  They have not paid just yet. I'd like to close the complaint. And would like to know, if they don't follow through may I contact you folks again to reopen this complaint?

    Avenue5 Residential LLC is NOT a BBB Accredited Business.

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