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

• 

  Centennial

  506 W Centennial Blvd Springfield, OR 97477-2840

• 

  Chalet

  2555 Gateway St Springfield, OR 97477-1193

• 

  Conifer Place

  213 NE Conifer Blvd Corvallis, OR 97330-4273

• 

  Couch9

  135 NW 9th Ave Portland, OR 97209-3466

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:04/07/2025

  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 been sending emails to the Regional Manager and the manager here, no answer from them. They been charged me for late payments but I never got any letter (late notice), at all. The policy that they have is about ****** amount in collection and they send a noticethat they said to me by the Regional Manager. I asked for that writing policy, and no answer. Fees of ***** each month they been doing without sending any letter.

  Business Response

  Date: 04/25/2025

  Hello,

  After discussing your case with the property manager, we were able to ascertain the following.

  The property manager has personally met with you to walk you through the ledger and all outstanding charges. The balance is a result of consistent underpayment. Monthly late notices have been issued beginning from the point your balance exceeded

  $100.00. During the conversation, you shared that receiving these notices in your door causes you stress. In an effort to be considerate of her concerns, the property manager personally delivered the most recent late notice to you directly, rather than

  placing it at your door. Per the lease agreement, rent payments made after the 5th of the month are subject to a $50.00 late fee. The property manager has reviewed this policy with you and provided a copy of your ledger, which details all charges and

   clearly outlines the underpayments that have led to these fees. Despite this, you have expressed continued confusion regarding the late fees applied to her account. We cannot help you further, as these charges have been outlined with you several times.

  Thank you.

• Initial Complaint

  Date:04/07/2025

  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.

  Moving into a new home at ****** at Metro. ***************** was planning to move me into a new apartment unit but just before my move they couldn't get it ready so they put me into another unit E9 on 3/28/25, where toilet is not draining well, it is very old toilet that uses lots of water which raises to the rim. The maintenance supervisor has came by to check and told me that they will replace it on Monday, 3/31/25. On Friday 4/4/25 they still haven't got around it and the toilet started to overflow and got clogged up. On Saturday, 4/5/25 they told me that they will clear up the plumbing and replace the toilet. Since I have only 1 bathroom, I have been going to the restaurants at 5:30 am in the mornings. On Monday, 4/7/25 I called and wrote a letter to the office. After 1pm a maintenance person showed up and told me that they used the toilet for another repair so they don't have a replacement for my unit but they will try to do the same short snake that they did on Saturday which was useless and didn't clear the plumbing. I have 3 people walking in boots in my apartment for 3-4 days supposedly checking things but nothing has been done nor fixed feeding me up with the promises. I have a toilet full of f**** and I have to go outside at night searching for toilets to use.

  Business Response

  Date: 04/21/2025

  Hello,

  After discussing details with the property manager, we were able to discern the following. You had stopped our maintenance supervisor (***) on 3/31/2025 while he was completing another work order for another unit. He informed you that you needed to

  place a work order online or call the office. You did not do that. On 4/7/25 I received an email stating that she informed the maintenance supervisor *** of her toilet. The property manager spoke to *** about it and he said he forgot, as he was tied up with 

   the work order he was on and he had checked the maintenance request portal before he had left for the day and didnt see anything on there for emergencies.  I reached out to **** (maintenance tech) to go address it. He said you did need another toilet,

  however we were out but he was able to snake the line so it would flush. On 4/7 a new toilet was installed in your unit once one was purchased. The property manager informed you that we do have an emergency line, which is given to residents on the day

  of move in on where to call and to leave a message. You were also informed that we are also open 6 days a week so you can call, or come in

  to inform us.

  Thank you.

• Initial Complaint

  Date:04/03/2025

  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.

  We were scheduled to move out of The ******* ****** on February 20, 2025. Our initial move date was postponed due to the fact that we were on the 12th floor of the building and the elevators were not functioning. We subsequently had to reschedule our move 6 times due to the elevators coming online then breaking again. We were assured by property management that no rent would be charged and that our moving fees would be covered once we were able to move out. We moved out almost a month ago and no reimbursement has been provided. Beyond this fact they are now claiming that we owe rent for the time we stayed in the apartment past the day we were scheduled to move out. When asking how we were expected to move they said we could use the stairs and should have been easily able to move out. I got a call from collections and the person told me he would destroy my credit and my life. He then proceeded to hang up on me. The leasing office says we don't owe rent but wont communicate with the collections office. I called back and asked to speak to the collections supervisor and was told that it wasnt allowed or necessary. This company is a complete scam. There is no way I owe this rent. I now have to pay double rent because their elevator broke.

  Business Response

  Date: 04/21/2025

  Hello ******,

  We have discussed this matter with the property manager at Whitney Uptown and can provide the below updates.

  The ******* family was originally scheduled to vacate their apartment on February 20th; however, this was delayed due to unforeseen circumstances involving all three of our elevators being out of service. During that time, we had to reschedule several move-ins, and understandably, some residents including yours chose to postpone their move-outs due to the inconvenience.

  From what we understand, ******* was their main point of contact and assured them they would be compensated for the repeated delays they experienced.

  Since then, the property manager has had ongoing conversations with both the ******* family and the regional manager to work toward a resolution. We were recently made aware of an encounter they had with the billing department, which led to our Regional Manager, *******, stepping in to assist.

  At this time, all collection efforts related to Whitney Uptown have been paused while we continue to work through this matter.

  Thank you.

• Initial Complaint

  Date:04/02/2025

  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.

  I am writing to formally file a complaint regarding the treatment I have received in relation to the expiration of the lease for the property at *********************. The agreement between myself (****** Gaze) and Avenue 5 Residential, managed by ******* in July 2024, clearly established the terms of a month-to-month tenancy after the expiration of the ******** per the agreement, I (along with my co-tenant, ****** ******) was paying an additional $300 per month for the month-to-month arrangement, and in exchange, we were required to provide only a 30-day move-out notice. On February 28, 2025, I submitted the required 30-day notice for our move-out, with the intent to vacate by April 4, 2025.However, contrary to the terms outlined in our agreement, I was informed that Avenue 5 Residential is now demanding 60 days' notice and is continuing to charge rent until April 29, 2025, despite our clear and earlier agreement. This contradicts the conditions that were previously agreed upon with Avenue 5 Residential and specifically with ******* in July 2024.Given that we are moving out on April 4, 2025, we should not be charged rent for the period from April 4 to April 29, 2025, as the 30-day notice was properly given in advance. Therefore, I am requesting the immediate refund of the rent paid for the period of April 4 to April 29, 2025.If this issue is not resolved in a timely and satisfactory manner, we will be forced to pursue further action, including filing a claim in small claims court to recover the excess rent charges and any associated costs.Thank you for your attention to this issue. I look forward to your prompt resolution.Sincerely, ****** Gaze

  Business Response

  Date: 04/18/2025

  Hello,

  After discussing this further with our property manager at **********, we determined the following.

  You submitted your Notice to Vacate form under the impression that a 30-day notice was sufficient due to a verbal agreement you claimed to have had with a previous leasing consultant. You believed this applied to your month-to-month arrangement.

  However, your signed *** lease clearly states that a written 60-day notice is required. This was reviewed and discussed with you in person by our property manager, during which they clarified that we must enforce the terms of the lease agreement

  consistently for all residents.

  The property manager also explained that, although you may have received incorrect information from a former associate, the lease explicitly states that verbal agreements are not valid. By signing a legally binding contract, it is assumed that residents

   have read, understood, and agreed to all terms outlined within it. Ultimately, in accordance with the lease agreement and Fair Housing guidelines, we were required to hold you to the 60-day written notice requirement.

  Thank you.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23153064
  
  I am rejecting this response because:

  Dear Lenox Park Management,

  I am writing in response to your recent communication regarding our lease and the associated charges. I must respectfully reject your position, as it does not reflect the verbal agreement made with your representative, *******.
  

  At the time of our discussion, ******* clearly stated that we were only required to provide a 30-day notice to transition to a month-to-month arrangement. She also informed us that this arrangement would include an additional $300 per month, which we agreed to. My fiance was present during this conversation and can confirm the terms that were discussed and agreed upon.
  

  As you are aware, under Texas law, verbal agreements are legally binding, particularly when they are specific, agreed upon by both parties, and acted uponwhich in this case, they were. Furthermore, the lease contract we signed does not stipulate a $300 increase for going month-to-month, nor does it contradict the verbal agreement we had.
  If Lenox Park chooses to disregard this agreement, we are prepared to pursue this matter in small claims court. We are confident in our position and have a credible witness who can testify to the agreement made.
  We would prefer to resolve this matter amicably and without legal action, but we will take the necessary steps to ensure our rights are respected.
  
  Sincerely,
  
  ****** Gaze and ****** ******

• Initial Complaint

  Date:04/01/2025

  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 company refuses to fix major issues at the apartment building, the fire alarms (very very loud and you cannot turn it off) go off randomly all the time for no reason. I am a veteran with PTSD and it sets me off in the middle of the night.. ALL THE TIME. If you look on the reviews of the apartments ( nineteen01 in ************) on ***************************- youll find many reviews for years talking about it. I am fed up, and so are many other residents yet the apartment complex does not care.

  Business Response

  Date: 04/21/2025

  Hello,

  We have discussed this issue with the property manager at **********. Please see below for that context.

  The property had 2 incidents where the fire alarms did go off during the late evening hours. The maintenance supervisor and property manager responded immediately to get the alarms off while we investigated the cause. The first one was caused by

  someone smoking in the parking garage, the second was set off by someone tampering with the alarms in their unit. The property team dispatched the alarm monitoring company and had the system serviced. We have not had an incident since the 1st of April.

  The property manager spoke to you during the 2nd incident and apologized for the situation and informed you that we were actively working to prevent this from happening again. The property manager has not had any additional communication with you, and you have not made any requests.

  You were informed of the incident causes and we have sent communication to the residents reiterating the importance of complying with community policies to prevent these incidents in the future.
  

  Thank you.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** *********?******************************************************************?************************************************************************************* Better Business Bureau Subject: Complaint Against ******** Apartment Homes Unsafe Living ****************** Termination Request Dear Better Business Bureau,I am writing to formally file a complaint against ******** located at ***********************************. My apartment has significant structural issues, specifically with the ceiling, which is falling apart. I believe this poses a serious safety hazard, making it unsafe to live in.I have reported this issue to the apartment management, and while they have acknowledged the problem, their response has been extremely slow and inadequate. In the meantime, I am experiencing extreme stress and am unable to work effectively from home due to the unsafe environment.Given the circumstances, I am requesting to terminate my lease without any financial penalty. I do not believe I should be held responsible for continuing to pay for an apartment that is unlivable and unsafe.I would appreciate the BBBs assistance in resolving this matter promptly. Please let me know if any additional information is required.Sincerely,?***** *********

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/3/25 I moved out of a Property of ********; The ****** at ******, Tx *****. I was sent a final bill on 3/11/2025 that I have since contested four times and the property refuses to provide me the documents requested. The Complex states there was pet damage and visible stains that would not come out. I provided my images of the carpets condition when I moved out and there were no surface stains. ****** replies "management removes all carpet after move outs to check for stains." As a tenant, I don't recall being provided an option to check under the carpet to verify there were no stains on my move in form. I am contesting the damages because they did not occur during my leasing term. Images provided by complex are stains beneath the carpet but not validity of invoices of when the carpet was replaced prior to my move in. I'm also being double charged for my utilities. Utilities are back billed! My records show utilities occurrence for 1/1-1/31/25 was paid on 3/1/25. I should be billed for 2/1-2/29/25 occurrence and charged prorated rate for 3/1-3/3/25 as my move out was 3/3/25. I'm being billed for two months as stated by ****** with no reason why I'm being charged fully for two months. I can't be held liable to pay for any bill occurrence if I'm not occupied in the resident. I'm being charge for a damaged/ repair to a door that they will not explain to me what damage was caused need repairs or paint. I have continuously made efforts asking for proof with documentation. My request are being ignored. I requested a walkthrough with management on 1/3/2025 to prevent any discrepancies but that was also not acknowledged. I feel the complex is being negligent and abusing their position for repercussion of unpaid debt. I can't be liable for damages and bills not caused during my time as a tenant. I am filing a formal complaint as an escalation because the property is not trying to resolve the matter by providing supporting documents!

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in my apartment since 2019 (when it was still Amalfi ovation apartments) in ************. I paid my rent on the first of December. However I have been told that Octave had back end issues and sent the rent back to several residents bank accounts. I made sure to pay all my bills online as early as possible because I knew I would be having surgery and would be down and recovering for a while. I believe ******** from the front office emailed me to say there was an issue with the rent. However it showed as paid on my bank account and online on the Octave Portal. I told her everything looked good on my end but I would call the bank to double check. I received no further communication to that email so I figured it was a mistake or miscommunication (as that has happened before with this office.) My family checked on my home and got some of my things and saw the letter on my door. I've been given a 7 day notice and late fees.After further investigation my bank told me they didn't return my payment, but Octave returned my rent to my bank account. While I've been on bed rest and recovering, the money went back in my account it's been sitting there and other things came out of my account. It messed up my account completely. I told the front office I can pay January's rent and half of December's rent on the first of January. Then in February I can do the same. So then December is taken care of. They told me they don't take partial payments. I paid December's rent and then I don't know what happens with January's rent. I guess I'm supposed to come up with two payments this month? I Just received another 7-day notice for eviction. I just need some type of reasonable solution to help me have a way of paying without giving almost my entire paycheck. Especially being that I've been off work due to the surgery. My paycheck will not be the same as usual. I would also like to take off any late fees being that, this wasn't my fault. I paid my rent on time.

• Initial Complaint

  Date:03/24/2025

  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.

  refused to refund money that is not attached to a service rendered. Texas start law has a 3 day buyers remorse. This is within 48 hours. Company is looking to collect application fee's to make money.

  Business Response

  Date: 04/16/2025

  Hello,

  We'd like to assist you further with this. We cannot do so until we know which property this occurred at. Please provide this information so we may assist you further.

  Thank you.

• Initial Complaint

  Date:03/22/2025

  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 applied to a property located in spring , Tx called allora gosling. I applied for the unit and paid the $99 application fee. To my surprise I denied due to management saying I owe two banks and I need to show them proof that theyve been paid. Both accounts they listed I DO NOT in fact owe money to. ************************* I never had any loans with whatsoever and that account is actually closed. ********************* is who my car loan was through and they were paid in full. I told the leasing agent via email that the information was false. No one ever replied to me. I dont owe any apartments , I dont have a background , I make enough money to afford the apartment. If anything I wouldve respected a higher deposit. After looking over my credit report those two banks dont even come up with balances on my credit report.

  Business Response

  Date: 04/21/2025

  Hello,

  After discussing this matter with the property manager, we have the below details to share.

  Your application was submitted and did not meet qualification threshold. A ticket was submitted on our end to provide additional information to possibly overturn the declination. You were emailed (see attached) that you did not meet qualifications with the banks/CU that were pinged. We will have our team adjust their deposit accounting.

  Thank you.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23103646
  
  I am rejecting this response because:
  
  Sincerely,

   

  if your going to adjust your accounting as far as my deposit goes can you please have it sent to my address ***********************************************
  
  ***** ******

  Business Response

  Date: 04/29/2025

  Hello,

  I have passed the address along to our accounting team. Please close this ticket.

  Thank you.

  Customer Answer

  Date: 04/29/2025

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