Complaints

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

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  Avenue5 Residential LLC

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

• 

  Avenue5 Residential LLC

  3201 W Ina Rd Tucson, AZ 85741-2117

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  Avenue5 Residential LLC

  301 E Cypress Ave Redlands, CA 92373-6106

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  North Bethesda Market

  11351 Woodglen Dr North Bethesda, MD 20852-6010

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  Legacy Rental Homes

  1108 Legacy Dr Pflugerville, TX 78660-6120

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:03/01/2023

  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.

  I applied for an apartment with *************** in ****** *****. After I paid $215 which is normally non refundable I inquired about submitting my bank print outs from my credit union which were signed, stamped by bank manager and he provided his business card for verification. *************** statements dont look like regular bank statements this is why O went the extra mile to see if itll be any issue with documents because who has money to burn. I tried to explain to the leading agent this but I felt uncomfortable and transfer money from the account I used to another account. I was going to search for another apartment. Three days later I got email stating it was a return check. I honestly didnt care and was still searching for an apartment. I got an email 4 days later saying congratulations I was approved. I was happy. I contacted them and advised about the return payment anc was told its a $75 fee but if I brought in $290 thatll be fine. Long story short after I paid the $290 I was ran in circles. Snappt advise the complex they would have to manually review documents but when I advise complex they said they dont do manual reviews. I loved the unit so I was very patient and attempted to get them to review bank printout printed by bank manager. They started ignoring me and my messages. I must admit Snappt was very professional and responsive and they backed me up about the leading complex needed to manually verify my bank print outs. By this point I reached out to Avenue5 in ******* as well as the complex and Snappt on the same email anc the only person responsive was Snappt. I gave up and applied for another complex and was approved and they accepted my bank documents and verified with bank manually. Now Im realizing the complex pretended to approve me just to trick me to bring the $290. Im requesting a complete refund and I can provide documents proving emails.

  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 the dispute on your charges upon move-out. Avenue5 Residential no longer manages ***************, so the associates you spoke with are no longer employed by Avenue5. For this reason, we strongly encourage you to reach out to ******************************** for more information. We will assist you there.

  Thank you.

  Customer Answer

  Date: 08/16/2023

  I sent them an email on the 8th and they neber replied. I deserve a refund. ****** was assisting me but this apartment/management company has failed me. 

  Customer Answer

  Date: 09/14/2023

  I will have no choice but to **** They were instructed to manually verify by ****** rep and they ignored these instructions causing me a $300 loss. This is unacceptable. I want a refund. 

  Business Response

  Date: 09/26/2023

  Hello,

  Thank you for contacting us. Please note that Avenue5 Residential no longer manages the property.

  Please contact ******************************** as it is a monitored inbox and they will be able to better assist.

  Thank you.

  Customer Answer

  Date: 09/27/2023

  i have emailed them already and no response 

  Customer Answer

  Date: 10/05/2023

  It doesn't matter if yoh no longer manage it. you mamaged it when i filed thr complaint over 7 months ago. Emails were ignored from bith myself & ****** and I'm due 100% refund. 

  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:03/01/2023

  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.

  This company has given me and my roommate nothing but problems. They assigned and charged my roommate for a parking spot that was already filled by someone else THREE TIMES, and her car was towed this last time. When we got the car the towing company said this was the third time THAT WEEK, that they had towed a car that was in a double sold slot.I couldn't stand to stay there my whole lease when we were NOT getting our money's worth, I gave them a 30 days notice to get my name off the lease in December of last year, paying them $500 to do so; they did not take my name off. My roommate paid $1000 to change units, and they are still trying to charge her rent for the previous unit that she no longer lives in. My credits score is suffering because of their negligence, and they are trying to profit for a service they are not providing.

  Customer Answer

  Date: 03/02/2023

  I am owed $500 dollars from this company, due to them not providing the service I paid for, ( Removing my name from a lease.) 

  Customer Answer

  Date: 03/08/2023

  I contacted the ******** apartments about having my name removed from a lease that me and my then roommate shared, I was advised that I would need to give a thirty day notice and pay a $500 fee. So, I gave my notice on December 14th and moved out January 28th. I just recently noticed that the apartment is still charging me for the now un occupied unit. (My roommate transferred to a one bedroom.) I have called them 8 or nine times and have spoken with the property manager once. She advised me that they never received my check or any communication about taking me off the lease. I then sent them the email with the inquiry about removing my name, and their employee advising me about the 30 days notice. The property manager then told me that their policy was 60 days, so in addition to the rent they were charging, they are trying to charge me a skip fee which is equivalent to two months rent. Added together it would come to around $5700.00. I have missed work and lost sleep over this, Im not paying them another cent. This is the location at *********************************************

  Business Response

  Date: 03/09/2023

  From the BUSINESS:

  Sent 3/9/2023 12:00:00 AM

  Read on 3/10/2023 12:00:00 AM

  *************************** did not give sufficient notice to vacate or pay the fee to be removed from any lease agreement. There was only an inquiry about the process.  This has been discussed with her by all associates in our office, in which she eventually ended up skipping out. We are only enforcing the terms of her lease agreement which was discussed with her. She has an appointment to discuss in person that is set up for March 10, 2023. 
  
  Thank you, 
  
  ********* | MANAGEMENT

  Customer Answer

  Date: 03/13/2023

  From the CONSUMER:

  Sent 3/13/2023 9:25:24 PM

   
  Complaint: 19557492
  
  I am rejecting this response because: a resolution was not reached. I was also told I would be called today, which I did not, so I called and emailed them. They responded to the email by doubling down that I did not give proper notice and are still charging me for dispute *** in finance acknowledging that they information provided by the employee ******, was incorrect and misleading. I have a recording of her saying this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/01/2023

  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.

  Run, don't walk from this property management company.My husband and I moved into ******************** in 2020 and this company and its management team have been a disaster from day one. Amongst our many grievances are misrepresented unit amenities, insane rent hikes, and lack of competent management. We are now two months post-move-out and are still having to deal with their unprofessionalism and mismanagement.The most recent issue weve encountered is moving out. We had a walk-through with the maintenance manager and he said our place was in excellent condition and didn't anticipate us getting hit with any charges - just make sure we cleaned well. To us, this meant the standard deep cleaning of the entire house, and appliances, patching, and painting the nail holes. When we got our final move-out paperwork we were shocked. They sent us a final invoice that we owed them a total of $1,026 for "deep cleaning" (no breakdown), carpet cleaning, carpet stretching (in rooms there was no carpet), pressure washing of both decks (only had one), and a bleach and grease stain. One of the two invoices for $395 from a third party WASNT EVEN OUR UNIT, it had a completely different unit named on it. When my husband called to clear up that they had sent us the wrong final invoice, the manager simply responded "Ya that might not be your unit, but I would expect to have similar charges on your final one. Which makes absolutely ZERO sense! It would be like going to a restaurant and saying you got the other tables bill and the server says Youre right, you didnt order that but Im sure yours is a similar total. He said he would get back to us in a couple of days, but that was two weeks ago and we have not heard anything or received our correct invoice. They are illegally holding our $500 deposit since it has been over 31 days since we moved out and have not received our correct final move-out paperwork. This company is crooked, greedy, and will find a way to steal your money.

  Customer Answer

  Date: 03/20/2023

  I dont see my complaint for the company avenue5 on their profile and have not been updated that they've responded. Can you provide a update on complaint 19519879

  Business Response

  Date: 04/27/2023

  Thank you for bringing this matter to our attention.  Were sorry to hear about your negative experience with the prior property management team at Springwater Crossings.  We understand that miscommunication can be frustrating, and we want to assure you that we have a new team in place who are committed to addressing your concerns and making things right. 

   

  In addition, we would like to discuss your concerns about the property amenities.  Our community offers a range of amenities, including a community room, three playgrounds, and a fitness center.  We do want to note that due to state-mandated restrictions during the pandemic, there were some limitations on the availability of certain amenities. 

   

  We would love the opportunity to speak with you directly to review your concerns and find a resolution that meets your needs.  Please feel free to contact us at ******************************************** or ************.  Thank you again for bringing this to our attention, and we look forward to working with you to address these issues.

   

  Sincerely,

  ******************** Management Team

• Initial Complaint

  Date:03/01/2023

  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 paid $322 total, $22 for the application fee and $300 to hold the apartment, to Avenue 5 Residential for leasing at ******************** Apartments. I was approved and sent a Welcome letter stating my move in date is 2/11. I completed all of the necessary steps to move in. I got there on 2/11 and they stated the apartment wasn't ready. They were unable to tell me when the apartment would be ready. They stated they will contact me on the following Monday, I was never contacted. I tried calling, and got their voicemail. I took off work on 2/14, waited for nearly an hour, the leasing rep stated he was waiting on a call from maintenance. The leasing rep never heard form maintenance, so it took me to the apartment, where it was clearly not ready. There was a hole in the wall, the carpet was filthy and there was still food in the refrigerator. He stated they will get on it, I have been constantly calling, always get the voicemail. I contacted the corporate office (Avenue 5 Residential) on 2/24 , they stated they will have the area manager check to see what was going on and contact me Monday 2/27. I haven't heard from them. I would like my full refund back, I moved out of my apartment with the promise I would be moving in on 2/11 and I haven't heard from them.

  Business Response

  Date: 04/30/2023

  Hello,

   

  We are working with our operations leaders to provide a response ASAP.

  Business Response

  Date: 05/03/2023

  Hi ********,

   

  That would be great. I would love to get this resolved for him as soon as possible.

   

  Thank you,

   

   

  ***************************|Regional Manager

  o: ************
  ************************************************************************
  
  AVENUE5 RESIDENTIAL | AVENUE5.COM

  Business Response

  Date: 05/03/2023

  My apologies for the misunderstanding here.  I show that we issued $322 via check #*** to ********* on 2/22/23 to the address below. I do not show it as cashed so I am happy to get the check canceled and reissued via our accounting department today.  Can we get confirmation that the address is correct before I request an expedited payment to him?

• Initial Complaint

  Date:02/28/2023

  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.

  This property is trying to say I owe property debt for a property a never viewed nor applied at. I have received numerous emails regarding different amounts of me owing.

  Business Response

  Date: 03/06/2023

  Hello, I am the property manager here at Ridgeate Apartments. Unfortunately, ******* Pack is stating that she did not apply for any **************, when in fact she did. Please look at the documents that she signed an online application and such on 9.09.2022. When she decided to cancel her application on 9.14.2022, she was already charged an application fee as well as a holding deposit for the unit. When someone cancels and the application did go through, they are still charged these amounts although they cancel their application. As a curtesy I did remove these charges and send her screenshots that she had a $0 balance. When this happens it could take 5-7 business days to get to our collection agency to show that this person does not have a balance on their account which she did not give the allotted time to have that show. Please take a look at all the attachments.

   

  Thank you,

  ********************************; | PROPERTY MANAGER
  O: ************  F: ************
  24808 ******************************************** 98030
  AVENUE5 RESIDENTIAL | AVENUE5.COM
  
  Website: *************************

• Initial Complaint

  Date:02/27/2023

  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.

  I applied for an apartment in September 2022 at ******* the application was denied. I paid $550 and never received my refund. I have called numerous times about this and each time the manager is never available to speak with me. I have been told I would receive a call back and it never happens. I have sent emails about this and get no response. I just want this to be resolved and get my funds back. I should be receiving a check for $450 per the policy stated in the rental criteria to which I also attached below.

  Business Response

  Date: 03/21/2023

  Hello,

   

   

  I am the new property manager here at ********. The original was cut on 1/16/2023 and **************** never received the check. Another check was cut (Please see the attached) and it shows in transit. As, soon as we receive it we will reach out to **************** we will reach out to her so that she can come personally pick it up from our *************** I am sorry that his has taken so long and we really appreciate her patience regarding this matter. I will continue to ask the mailman as I know we have a new one in our route. If you have any questions 

   

   

  

   

   

  *******************************| PROPERTY MANAGER o:************

   

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

  ****************************** *************, ** 20111 www.citycenterva.com PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  02/27/2023 TO I am writing you today regarding the ***** Disregard Of this Manager, *********************** AND Avenue 5 Residential *************************** LLC. As we have been loyal residents of this property 7+ years then Ave 5 residential took over AND the property BECAME Infested with ***S and Black Mold due to their BAD POLICIES and Pencil Whipped work Orders for bug infestation for 18 months.On 08/01/2022 we RELUKTENTLY renewed the lease and from DAY #1 Ave.5 Breached Our Lease Contract of Parking Addendum ALSO Started Charging Credit Card FEES WITHOUT informing us and a demand Letter was initiated by us.Ultimately, Ave.5 agreed to THE RECISSION of our Lease Contract, and we moved out as soon as possibly able on 01/31/2023 and due to the *** INFESTATION and Black MOLD in our Apartment B-121 we Could NOT STAY ANY LONGER,We contracted a ************** on 12/31/2023 and they moved our contents in B-121 as soon as they could on 02/04/2023. As it was a weekend, we had to wait till 02/06/2023, a Monday, to turn in our keys.We got a BILL from this Manager *********************** for $794.88 Fraudulently OVERCHARGING US AGAIN after we were moved out!We have attempted to CONTACT this Manager *********************** from Ave.5 residential LLC and SHE HAS AVOIDED US FOR MONTHS to deal with her INFLATED FRAUDULENT BILLING!We are providing you with OUR PROPER CALCULATIONS and agree we owe $219.64 to them BUT NOT $794.88.We have been BACK to ************************* OFFICE 9 TIMES and she CONVIENENTLY REMAINS AWAY.We have NO other OPTIONS available to us other than FILE this complaint To BBB of Southern ****** about this FRAUDULENT MANAGER and Avenue 5 Residential LLC.Please find INCLUDED IN THIS ATTACHMENT, ALL of the above-mentioned conflicts as PROOF of our Calculation and just want to AMMICABLY wash our hands of this SUBSTANDARD MANAGEMENT COMPANY, Once and FOR ALL.Thank ******************************************* ****************************************************************************** *********************** ************

  Customer Answer

  Date: 03/05/2023

  The name of the complaint property is "***********" ********************************************************************* 89147-8451
  Thank you
  ***********************

  Business Response

  Date: 03/13/2023

  The past resident does in fact owe the following items listed on their move out ledger.

  Move out final charges are as follows:

  Finial rent and utilities charges.

  Deep clean due to the unit was left is a dirty state. Photographs and notes are on file and can be provided.

  Damages left in the apartment from shelf's glued to the drywall throughout the apartment which resulted in damage when removed. Damage to sliding glass windows. 

  Trash out of items left in the home.

  Keys were returned (2/6/2023) after said date which caused the charges on the ledger to reflect a late fee that will stand.

  Customer Answer

  Date: 03/15/2023

  Here is all the proof showing that your DEFENDING these FRADULENT CHARGES is ,well, stupid of you.
  

  
  

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19504427
  
  I am rejecting this response because:
  We moved out of apartment #*** *********** on 01/31/2023 and DO NOT OWE RENT for the False and Fraudulent claim from ave5 inflating charges till 02/06/2023.

  Also DEEP cleaning was NOT performed as this unit was GUTTED and REMODELED after our move out.

  Also, the DEMAND LETTER WE invoked on this Company for CREDIT CARD FRAUD was not deduced from their INFLATED STATEMENT.

  Attached is the Lease contract from our current MOVE IN on 02/02/2023.

  The other attachment is the FILED DEMAND letter we submitted for the Credit Card OVERCHARGES with evidence that NO service fee for using credit cards in the 7 years prior were implemented until 10/01/2022, without notifying us of the fee implementation.

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

• Initial Complaint

  Date:02/25/2023

  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.

  My partner and I moved out of an Avenue5 property (************************, "************") at the end of September. We had the apartment cleaned prior to move out (for $200) and there was no damage beyond ordinary wear and tear. Avenue5 proceeded to charge us $400 for a move out "cleaning fee" because we did not hire the cleaning company they recommended. We were actually asked when handing in our keys if we hired ****** specifically. Spruce is the name of the cleaning company which must be associated with or owned by Avenue5, although they don't share that information with residents. They give residents' information to Spruce upon move in (without their consent) and you receive spam marketing emails from Spruce throughout the time you live in an Avenue5 property. They do not tell residents that they will be billed $400 if they don't hire Spruce. After the surprise bill, they hounded us for months and never provided an explanation of what in the apartment was beyond normal wear and tear. They sent us photos of a locked HVAC closet that we did not have the keys to and charged us for cleaning that. In December, they arbitrarily knocked half the bill off and continued sending us requests to pay. When we refused, because we couldn't get any straight answers from their billing department, they offered us a "settlement" of $144. When I went online to pay with a credit card (because I am exhausted from 5 months of this) I was charged a $13 processing fee (paying $157 in total). This is an absolutely predatory company that should not be able to own residential buildings. They know they're dealing with less sophisticated parties and they take full advantage. Their employees have no idea what they're doing and can't answer basic questions about the charges.

  Business Response

  Date: 03/02/2023

  Hi, 

  What exactly is requested to be refunded? $137.22 of the move out statement was for used utilities alone and $151.55 was invoiced and charged back to the resident for the carpet cleaning with pet treatment. We do not control the banking fees that cards charge for payment so that unfortunately us out of our control. Stated in the complaint, there was a settlement agreement completed already.

  Thank you, 

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

   

• Initial Complaint

  Date:02/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I resided for one year at ******************************************************. It has been problematic the whole time. It is a non-smoking community, but people smoke and unfortunately I had several smokers in my building. The grounds were also great in the front and horribly dirty in the back of the community, where I lived. I decided early to move out after one year. The complaint is about my move out process. I hired a cleaning company and they cleaned my apartment for 4 hours for roughly $ 170. Avenue 5 also suggests scheduling a walk through, which I did. I had a walk through with a new Maintenance Manager. They had their 2nd day when we did the walk through. They told me that my apartment was really clean and that the only thing they found wrong was a set of blinds in my living room. They were non working from the beginning, but I did not claim that on my move in inspection and since leadership changed, I can no longer prove that it was broken from before I moved in. I was charged $45 for that. The contract states that if I cleaned reasonably, I will not be charged for more cleaning. However, I was charged for another $ 145 cleaning fee. If you add this to the amount already paid, it is about $ 324. *****************************, Assistant Manager, told me that this is standard. (It is not what the contract says) However, it is not what the contract stated. (I also had cats and paid a non refundable $300 and I was told that this was going to be used for damages or cleaning when I move out.) **** told me via email that I need to take this up with billing. I should not get the runaround for this. Instead of getting a refund, I am looking at paying more money to Avenue5. I do not want to pay for cleaning twice. Please help me with this issue!

  Business Response

  Date: 03/02/2023

  To Whom it may concern, 
  Regarding the complaint below we do charge a standard fee of $145 to clean the apartment upon move out. This is a normal standard charge that is charged to everyone at move out before the next resident occupies the apartment. Management has graciously offered to reverse that fee as a courtesy after reviewing pictures of the cleanliness of the apartment. This has been submitted to our billing department and your charges will be updated within the next 30 days. Please contact our office if you have any questions. Thank you!
  

  
  

  Customer Answer

  Date: 03/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the response from Zone Apartments. 

  My hope is that my action will help other tenants, so they won't have to go through this agonizing process. 

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

  Customer Answer

  Date: 07/17/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have filed a complaint about this business before. This is the old BBB Claim #******** They agreed to give me my refund of my security deposit and they claimed they mailed a check, but I never received it. I have been trying to get them to respond to me, with no luck. I appreciate your assistance with this issue.
  

  
  

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

  Business Response

  Date: 08/04/2023

  Hello,

  We'd be more than happy to clear up any issues with billing you may be experiencing. We no longer manage the property as of April 2023, so you will need to reach out to ******************************** for assistance.

  Thank you.

  Customer Answer

  Date: 08/08/2023

  Hi there,

  I really appreciate the response. The fact that I now again am being asked to reach out to the email address I sent all my other complaints to, is raising a red flag. They simply won't respond. They can look up my emails and send a check. That would be an acceptable solution. 

  Thank you so much.

  ************************;

   

  Complaint: 19428258
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/29/2023

  Hello ******, 

  The Company has not gotten back to me. I have contacted them so many times, I am sure they blocked me. I got no more response. 

  It is obvious that the Company does not care if they owe someone money. In 20 years living in the US and moving frequently, I have never not have a landlord give me back a security deposit. 

  Not only did the outside look like h*** (which is why I moved), it was also a non-smoking property, where everyone smoked. 

  Thank you so much for trying. I love that people can see my never resolved claim for three years. 

  Thanks again,

  ************************;

  Business Response

  Date: 09/26/2023

  Hello,

  The inbox ******************************** is the best resource for residents of properties no longer managed by Avenue5. I can assure you we do not block any email that is not spam. We do not have any other monitored inbox for this property, as all of our onsite associates who worked at this site are no longer with the company. Please provide as much context as possible when emailing ******************************** so they may assist you to the best of their ability.

  Thank you.

  Customer Answer

  Date: 09/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am not hopeful that I will ever received the balance they owe me, but I will send them a message and try. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  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.

  I was a resident of **** Apartments in ******* from June 19, 2021 to December 18, 2022. According to the lease, I have a $350 security deposit and a $200 animal damage deposit for a total of $550.After moving out on December 27, 2022, I received a call from Avenue5 billing telling me I still have bills regarding sewer, water, community utilities, etc. which was $295.32. I made it clear to the representative that I still had a $550 deposit and should be able to cover that cost. However, the representative told me that they do not process deposits and that it would be handled separately by **** Apartments and not Avenue5. I called **** and they told me that their system had not completed the process yet. However, the representative from Avenue5 called me again and insisted that I pay, despite what I told him **** told me. Therefore, I made the payment and received the receipt on December 27, 2022.On January 10, 2023, I called **** and asked about my deposit. They sent me another notice indicating that after the $550 deposit, I still need to pay $80.32. However, this notice does not showing the $295.32 which I have already paid on December 27, 2022. If this payment is taken into account, it means I overpaid by $215. At the end of the call, the **** representative asked my payment receipt back to investigate.In the meantime, there were several calls, but it is worth mentioning that on February 16 2023, **** mentioned that they did not have the permission on financial, which would be Avenue5 responsibility to handle. I did try to call Avenue5 three times on the morning, noon and afternoon of February 17, 2023, but there was no answer.I got a successful call on February 18, 2023. However, I was shocked by their reaction that they blamed me, saying it was my fault I made the extra $215 payment and hung up on me 3 times. Despite the evidence I provided, the answer they eventually gave me is Avenue5 don't do refund for what I overpaid.

  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 the issue you are encountering, which is a disputed overpayment. Please reach out to the current PM at BEAM at *************************************.

  Thank you.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 19427704
  
  
  If you read my original message, I have already contacted both BEAM and BBB the only thing I got was procrastination and no action. And I was even blamed by BBB it was my fault. I am not going to let you humiliate me again. The business should just send me the check to reconcile this.
  

  Business Response

  Date: 09/26/2023

  Hello,

  My sincerest apologies - you may reach out to ******************************** for more information, and please present them with the same screenshots you've shared here.

  Thank you.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 19427704
  
  I am rejecting this response because:

   

  as mentioned I have already contacted avenue5 many times and issue wa not resolved as mentioned in the claim . Why are you keeping asking me to contact again but not vice versa with an actual solution?

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

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 19427704
  
  I am rejecting this response because:
  

  As mentioned in previous comments, I have contacted the business but they are not trying ti resolve the issue but just not responding to me. It is kind of annoying that this business just keeps loop the same comment in this BBB thread but not replying to me directly which I have already reached out to them.

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

  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.
  
  

  Business Response

  Date: 06/03/2025

  Hello,

  The Property Manager while you lived at BEAM is no longer the manager there. I have spoken with the new Property Manager. Can you please confirm if Avenue5 ever reached out to you again regarding the overpayment?

  Thank you.