Business Profile

Property Management

Avenue5 Residential LLC

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Complaints

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

Customer Complaints Summary

633 total complaints in the last 3 years.
468 complaints closed in the last 12 months.

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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:03/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Consistent issues with building non responsiveness or attempt to resolve prior employee's (rotating property management) self-approved parking "upgrade", unit not move in ready and with staff changes had to resolve and pay for myself, damage to vehicle for lack of advertising security or no reporting prior break-ins to tenants before staff went away for holiday, neighbors smoking in unit, unresolved maintenance requests now causing mold and triggering allergic and asthma reactions
Customer Answer
Date: 03/17/2023
Candela Apartments (previously Tamarind Terrace)
****************************************************************
Business Response
Date: 03/24/2023
Hello,

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

Business Response
Date: 04/30/2023
*Consistent issues with building no responsiveness or attempt to resolve prior employee's
self-approved parking-
The property does have an assigned list or parking per unit, and residents are welcome to rent extra spaces if available.

*unit not move in ready-
Candela follows the Avenue5 redecorating policy and has units (paint, clean and flooring clean) with each move-out. We do request that all residents complete a move-in checklist and return to the office within 48 hours to give the onsite team the opportunity to correct any item that *** have been missed during the unit redecoration process.

*staff changes-
The site consists of a Property Manager and a Maintenance Supervisor. In 2022 the site did eliminate a leasing consultant position and went to a 6-day work week. The site also added a 24/7 answering service to ensure property coverage for emergencies. The change in onsite personnel and days open has been hard for on-site residents to get used to, but the commitment to service and the staff being available for emergencies has remained the same.

*damage to a vehicle
The property does not have a courtesy patrol and has never advertised having a courtesy patrol. If the property has been notified of a car break-in and notified to remind them to keep valuables out of unattended cars and to watch for a person or car following them in the gated parking area. Residents are advised to reach out to the LA police department if they suspicious persons around the property.

*neighbors smoking in unit-
Candela sends out notices to residents if they are found to be smoking in the common area or if the smoke from their unit is causing concerns to other residents. Due to the Rent control restriction and covid emergency, the property is limited to legally enforce more than notices for residents not following community guidelines.

*unresolved maintenance requests now causing mold and triggering allergic and asthma reactions
The site would need more information regarding this concern. To our knowledge, we have not left any unresolved maintenance concern unattended that would result in a mold concern. Avenue5 has a protocol the sites follow for all water intrusion and any claims regarding mold.

Thank you,

*************************** | REGIONAL MANAGER

Customer Answer
Date: 05/01/2023

Complaint: 19605036

I am rejecting this response because:
Renting an ************* spot was not a choice given to me, I was forced to pay additional without being asked or having a second car. I have never been reimbursed for those charges.
The auto breakin were known to management, my vehicle had nothing inside to steal but was a crime of opportunity as the property had been aware of this problem and installed lighting and the gate was left open with no one notified to move their vehicle off site if concerned with the inability to secure the property when staff left for holiday

the photos prove the move out checklist was not used for this unit prior to me inhabiting

Sincerely,

***************************************
Initial Complaint
Date:03/15/2023
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.
Tenants *************** **** and ******************** have lived in ****** Apartments (320 ************* Apt *******************************************) under ******** management. We signed a lease for 8 months, Jun 2022 to end of Feb 2023.Per our contract, we have to provide a 2 month notice for non-renewal of lease. We have contacted the office and provided 3 notifications as follow:1) When we first moved, we specifically notified the office that we have no intent to renew our lease since both ******'s work **** expires in Feb 2023. (not provided paper to sign intent of non-renewal)2) 2 months prior when we first received a notice on our door to renew our lease. (not provided paper to sign intent of non-renewal)3) 1 month prior when we received another notice on our door to renew our lease. (this time we were told to sign a paper of intent of non-renewal)As a result, we were charged a late notification fee since we only notified "1 month prior". This business practice is unethical and questionable as it can considered fraud. We have sent 7 emails to the office for an answer and to resolve our dispute. Unfortunately, both tenants were ghosted by avenue 5 and avenue 5 has no intent to solve our issue. Please contact me through my email only as both tenants have left ************* and no longer has a working ** phone number.
Business Response
Date: 03/21/2023
Hello there,

I do apologize for the delay in response here, I was trying to gather the information I needed prior to responding. This previous resident apparently reached out to our billing department directly versus our leasing office, so there has been a hiccup in communication. I just had my billing department reach out to me this morning regarding this case and we will work with them directly to take care of this issue. Please dont hesitate to let me know if you have any further questions or concerns!
Business Response
Date: 03/21/2023
Hello there,

I would like to add the attachment for the notice to vacate form submitted by the previous resident as well to reflect acknowledgment here on both ends. A 30 day notice to vacate form was submitted vs a required 60 day per their lease agreement.

Customer Answer
Date: 03/28/2023

Complaint: 19597776

I am rejecting this response because: The business didnt bother to read what I have explained. When we first signed our lease. We notified that we wouldnt renew our lease. When we received a renewal notice on our door 2 months prior we notified the office as well. we have mentioned the above numerous times but the office didnt bother to read our emails. May we ask why werent we give the notice to sign when we give our notice initially and 2 months prior?
Clearly, management has no intention to read our complaints nor our emails which clearly states the above.

Sincerely,

*********************
Business Response
Date: 04/14/2023
I actually do re call speaking to the second applicant from ****, she in fact sent a payment for charges to our billing department about a week ago. She acknowledged that they spoke with someone over the phone about not wanting to continue residency, however I explained to her they were suppose to give written notice. I also let her know, they gave a 30 days notice, rather than the policy states as a 60 day written notice. Emails found in the property email, only asked when their lease ended, and it was still within the 30 day ***** She understood everything and sent a personal check to pay off balance.

THANK YOU,

************************************* |PROPERTY MANAGER
Initial Complaint
Date:03/14/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been lied to multiple times from ***** and ********* in the office at ******* apartment. The latest time has been when they told me when I moved in the pet deposit would go twords the carpet cleaning when I moved out. I have been billed for pet treatment on carpet. I have pictures of the apartment the was left very clean. I have also been provided a notice they owe me money along with the breakdown of the move out expensive. But they have not provided me with a check yet as of march 14th and I moved out February 28th. Many lies and arguments are all Ive been provided thus far. Please get it together send me a check for the proper amount without the pet cleaning on it please.
Customer Answer
Date: 03/16/2023
******* apartments
********************************************************
Business Response
Date: 04/24/2023
This tenant moved out on 2/28/2023. His move out was processed and his refund check was cut on 3/13/2023. He continually harassed the staff daily, on all platforms stating they were keeping his monies, even after told of the process. He was given all details and refund within the ** state guidelines for refunds.

Thank you,
Initial Complaint
Date:03/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I previously lived at ******************** Apartments in ******, ** from August 2021 to around July 2022. Before moving out, I thoroughly vacuumed my apartment, used a steam mop to clean the floors, and cleaned all appliances + bathroom. Avenue5 property managers did not conduct a final apartment inspection with me at the time of my move-out, even though they were required to do so under my leasing contract. Avenue5 then tried billing me $268.62 for normal wear and tear of my apartment under the guise of "cleaning" charges, which is forbidden under my leasing contract with Avenue5 and ******** law. Furthermore, Avenue5 did not bother returning any of my calls or emails when I tried disputing the charges. Avenue5 instead sent me to a collection agency without trying to work things out like reasonable adults. Lastly, because Avenue5's staff did not know how to operate the patio blinds in the apartment I leased, Avenue5 claimed I damaged the blinds. I should not have been billed $268.62 for Avenue5's cleaning since it was normal wear and tear of the apartment. I also should not be responsible for Avenue5's staff not knowing how to use window blinds. Avenue5 purposely did not conduct a final apartment inspection with me because they wanted the cleaning charges and window blind charges to come out of my pocket.
Customer Answer
Date: 03/13/2023
********************************************
Apt. 836
******, ** 80210
Business Response
Date: 04/21/2023
Hello, Thank you for reaching out to ********************. Upon Move out, a touch up paint, a cleaning of the unit, and a carpet cleaning were charged. The carpet had spots and small stains. The fridge had grease built up on handles and the oven needed a cleaning. The lease states the unit must be cleaned thoroughly and the unit was not.

We would be willing to meet in the middle and remove ************ painting as there is minimal scuffs. Please advise if you would like this update to be made by emailing *****************************************.

Thank you, ******************** Manager
Initial Complaint
Date:03/08/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am tenant at the Reveal Apts in *******. Avenue5 Residential took over in July of 2022. Since renewing my lease with the property management it has been a disaster. I understand my lease but believe I should be able to leave early due health conditions and abuse by the office management. *** stated my concerns numerous times to ***** and **** with no avail. They are the 2 set of managers in the last 6 months since the takeover. Im tired of this. I want out my lease without penalty due to all the metal stress and verbal abuse from the property managers. I also had a family emergency forcing my self and BF to have to leave ASAP and I reached out to the office to see what I can work out. No response and they refuse to speak to me. I told ***** and **** the property Managers that drug use was happening next door to ** and they didnt bother to address it. They acted as if I was overreacting. My Bf and I both inhaled marijuana smoke unwillingly and they dont care. *** also asked if they could ventilate my apartment while painting outside and they refused. I have ****** and had a coughing attack due to it. I spoke to both ***** and **** regarding it and was having wheezing while speaking to them. ***** shrugged off my concern and stated that I was lying about Athsma and I was staring false facts about it. Im just tired of the management and just want out. I dont want to deal with this as Im dealing with a lot of personal issues. Im just requesting to have my lease broken without notice and no pentalty. My apartment is no longer safe due to the smoke and paint fumes.
Business Response
Date: 06/15/2023
Hello,
We are working on getting the most up-to-date communication about the individual who left the complaint with the property. As soon as receive an update, we will update ticket.
Thank you.
Business Response
Date: 08/04/2023
Hello,
We understand you have concerns with your living experience at Reveal Apartments. We strongly encourage you to pass the conditions to our corporate email line at ********************************* There they will be able to provide you with helpful context.
Thank you.
Customer Answer
Date: 08/08/2023

Complaint: 19559980

I am rejecting this response because: I have already contacted that email and the billing **** and they refuse to do anything. The insuffient notice fee is not listed on the lease I had i with Avenue 5. ***** in billing stated the property manager wouldnt respond to corporate to get the charge removed. The complex was no longer safe after 2 shootings and people being killed and nothing changing. Just terrible experience. I broke my lease due to a family emergency as well but your company refused to work with me and now I owe over 8k. I dont believe i should owe all of that. Please fix this. Ive already contacted your office and billing and they were no help

Sincerely,

Sierra *******
Business Response
Date: 09/26/2023
Hello,
This conversation is best kept in the ******************************** inbox as they will be able to assist. When you reach out please provide your copy of the lease where you are not seeing the insufficient notice fee.
Thank you.
Initial Complaint
Date:03/08/2023
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.
May 2022, Canyon Creek became REVEAL APARTMENTS, I had re-signed my lease and planned to move to another affordable apartment. I paid the holding fee for my new apartment to reserve. When my move date arrived, I was prepared to coordinate and move into the apartment I paid for. REVEAL APARTMENTS claims they lost my paperwork and attempted to **** off an ***** and bedbug infested apartment. I turned down the apartment and demand my old one. I never received my holding fee or an apology. I demand coodination and funds returned. I can provide additional documentation to suffice inquires. Attached are specimens collected and unresolved damage to apartment caused by maintenence or previous tenants.
Business Response
Date: 06/15/2023
Hello,
We are working on getting the most up-to-date communication about the individual who left the complaint with the property. As soon as receive an update, we will update ticket.
Thank you.
Initial Complaint
Date:03/07/2023
Type:Order 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 signed a lease with Northtown I was expected to move in April 7. However, I was just notified yesterday that my unit was no longer available and that they would not compensate me on another unit for the agreed-upon price. I dont think this is fair. If I signed the lease I feel like they should hold onto their parts and give me a unit for that agreed-upon price that they refuse to . Come April 7 me and my daughter will now be homeless needs to Northtown Summit.
Business Response
Date: 06/15/2023
Hello,
We are working on getting the most up-to-date communication about the individual who left the complaint with the property. As soon as receive an update, we will update ticket.
Thank you.
Business Response
Date: 08/04/2023
Hello,
We have rebranded to ********* Apartments. We strongly encourage you to reach out to the ** there in order to gain clarity about your situation with leasing at the property ***************************************************.
Thank you.
Initial Complaint
Date:03/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We havent had working mailboxes since at least January 6th, and our complex hasnt fixed/replaced them to this day, 3.4.23. Our apartment complex keeps shutting off our water, every day this week. On 3.4.23, they shut the water off at 5:45pm with no notice. The office never answers the phone. We still have loose and torn flooring that we made the office aware of on the day we moved in, 6.28.22, and it still isnt fixed.
Business Response
Date: 03/06/2023
To whom this may concern,

The mailboxes are currently being replaced as of Friday with a pending completion date of this Friday. We did have to shut off the water multiple times this week due to emergencies. We did send out emails and notices prior, during and after completed, unfortunately we were unable to make the emergency repairs with the water on and had to shut off. As far as the flooring I am more than happy to have maintenance take a look, I need a work order submitted with answering if we have permission to enter or not.

Thank you,
JadeScottsdale
Customer Answer
Date: 03/08/2023

Complaint: 19540892

I am rejecting this response because:
1. No notice of where the mail was being held was provided until 3 weeks later when I called, 2/8/2023. I explained my frustration, and the person on the phone said well if youre unhappy, I dont see your notice to vacate. This was rude and unprofessional.
2. There was no communication regarding the water shut off on Saturday, March 4th. This includes on my active building account, where all emails the office sends are also stored. I requested a forwarded email, but ******* from the office on March 7, 2023 hung up on me.
3 The flooring is just ONE item from my move in list that wasnt completed after I submitted a work order. While maintenance has gotten better, the office still fails to respond to written communications I have sent this week. Avenue5 has also failed to respond to written communication. I have sent this week.

Sincerely,

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

Initial Complaint

Date:03/03/2023

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.

We were charged for cleaning after vacating our apartment at Galleria despite leaving it adequately clean and ready for the next tenant. They are refusing to refund the charge and are justifying the charge by claiming that they charge every tenant for cleaning. The lease clearly states that cleaning will only be charged if the apartment isn't adequately cleaned, by charging every resident for cleaning, Avenue 5 is not allowing residents the opportunity to adequately clean. When this was brought up, staff at Galleria said that refunding the clean to us would violate fair housing since they charge everyone for cleaning, thus doubling down on these lease violating tactics. I am requesting the $175 cleaning fee to be refunded and for Galleria to stop their practice of charging every home for cleaning. This is my final request for refund before taking Avenue 5 to small claims court. Attached is my email communication with the staff.

Business Response

Date: 03/24/2023

Hello,

I apologize for the delay in response. All residents that move out receive a professional clean as assurance that the new person will have a sanitary apartment. The cleaners go above and beyond by pulling out appliances, cleaning appliances, windows and window covering. As it relates to his carpet, thankfully we were able to keep the carpet vs. replacing it therefore we had that cleaned as well. These are standard charges for all move outs which I am happy to provide other examples if you need them. Attached is ************** ledger for your review. Thank you.

*********************| property manager
o:************f:************

************ apartments
*****************************************************************
www.TheGalleriaApartments.com | ******** | Instagram

PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM

Customer Answer

Date: 03/27/2023

Complaint: 19537578

I am rejecting this response because:

This response does not address my concerns. Residents are all being charged for cleaning despite the lease starting that cleaning will only be charged if the apartment is not adequately cleaned by the resident. We pulled out appliances and deep cleaned everything ourselves. Additionally, the apartments are not thoroughly cleaned by the professional cleaners as is evident by the fact that there were dead cockroaches in our apartment when we moved in.

Sincerely,

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

Initial Complaint
Date:03/02/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I live at this property for two years. Once I moved out they sent me a bill saying I owed over ******. I put down and ************ and was told that the ************ would cover ****** for anything that was broken/defective ect when we were to move out. I also put a ****** deposit down. I am now being charged over ******. I have called the property many time and every employee who answers the phone has a side conversation going or is giggling while I am trying to talk to them about the situation and just seem not to care. I have left my number over 15 times and no one ever calls me back. I have emailed multiple times and no one calls me back. This has now hit my credit report and I need someone to tend to this matter.
Customer Answer
Date: 03/06/2023
This is for ************************* located at ****************************************************************
Business Response
Date: 03/09/2023
Hello,

The email is *******************************************

Business Response
Date: 03/13/2023
To Whom It May ************************************************************************* is a former resident who moved out in August of 2022. She recently contacted us regarding an outstanding balance that we have been pursuing since August of last year. We responded to her email communication on 3/2/2023. We requested that she provide supporting documentation for her claim of a ************ as nothing is reflected on her lease agreement or associated lease addendums. The security deposit of $500 is reflected on her lease agreement and was applied towards her ending balance.

Attached is a copy of that response email for your records.
Thank you,
*********************
Property Manager
*************************
Customer Answer
Date: 03/14/2023

Complaint: 19529860

I am rejecting this response because:They have not provided who the debt was sold to. They have given me the name of two separate companies none of which have this debt in their system.

Sincerely,

*******************************
Business Response
Date: 04/05/2023
Hi Anjela,

Please contact Central Billing for assistance with this debt. You can email or call them at the contact information below.

Call: **************

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

Thank you,

****

********************* | property manager
o:************

*************************
**************************************
**********, ** 78681

www.landingatroundrock.com

PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM

Customer Answer
Date: 04/06/2023

Complaint: 19529860

I am rejecting this response because:

I called and was told they cannot help me and they dont know who I should call.

Sincerely,

*******************************
Business Response
Date: 05/02/2023
Hello,

******************************* may contact ************* at ************. The case number is ********* however they can also look it up by name.

Thank you,

****

********************* | property manager
o:************

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

www.landingatroundrock.com

PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM

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Avenue5 Residential LLC is NOT a BBB Accredited Business.