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

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  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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  Avenue5 Residential LLC

  320 Conestoga Way Henderson, NV 89002

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:01/26/2023

  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.

  Jan 1 2023 moved from g203 to c202 after living at complex for 11 months. The move was planned in Nov 2022. On Dec ******************************************************** it and that a new one should arrive the weekend of Jan 6th. Dec 30 I was told by maintenance that the broken washing machine and dryer should continue to be used. I was told by that maintenance guy my keys and some paperwork were on the kitchen counter and to go ahead and move in. When I walked into the apt I saw that it had not been cleaned, painted, or had any repairs done. The first day mgr was back in office I called her and was told she would order a new ************** & that they would also be in the wknd of the 6th. Was told at that time the a/c unit would be replaced in April. When I went online to pay rent I saw I was being charged for a 2nd 500 deposit and a 2nd 200 admin fee that I was never told about prior. On Jan 12 I got a check for ***** which stated move out refund. I can only assume that is what she decided to give me back out of the first ***************************************************************** state law requires on where the remaining ****** went. I have pics of the dirty apt I moved into and the damage if needed. Will attach a pic of the ck I received. As of today 1/26/2023 not one single repair has been done and I still don't have a washer dryer or bedroom door.

  Business Response

  Date: 02/10/2023

  The deposit stays on the unit it was initially put on as it is meant for potential damages caused on that unit. We do not transfer deposits; this was explained to the resident at the time the transfer request was put in. A new deposit would need to be paid to the unit a resident transfers to. A copy of the move out statement and charge break down would have been mailed to the resident for the previous unit but can also be picked up at the office anytime during business hours. The administrative fee was also credited to the resident.

  The property also made several attempts to come in and address any concerns or work orders the resident had but has been unable to do get ahold of the resident on account of her work schedule. The maintenance supervisor has documented each of these attempts. A new washer was ordered for the resident after being unable to repair, the washer came in on February 6th, and the maintenance supervisor has also been attempting to schedule an appointment with the resident to install. 

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18900396
  
  I am rejecting this response because:

  I am rejecting this response because:
  in accordancee with **************** law the landlord is required to send the deposit AND a letter stating why they are keeping some or all of it within 21 days of the tenant vacating. she failed to meet the laws requirements therefore i am entitled to a complete refund of my deposit. in a letter i recieved from ******** on feb 10 dated feb 10 and hand delivered to me at my apartment on feb 10 ******** claims that her new assistant mailed the statement to my old apt while she (********) mailed the check to the new one. as of today feb 13th i still have not received that statement. i have attached this letter along with 2 of the pages brittini gave me with the letter one is an email she sent me and the other is a copy of an invoice that has very obviously been altered.
  
  in her answer to this complaint ******* claims that she and the maintenance guy have both tried to get ahold of me but couldnt due to my work schedule. my days off are thursday and friday those happen to be the only 2 days a week ******* is in the office. i dont have any missed calls on my cell phone from either of them and no voicemails from either of them. my apartment is right across a patch of grass from the office and my parking spot with my car in it is in clear view of ******** as she sits at her desk in the office. i have not had anyone knock on my door or leave a note. i have not received an email or text message from either of them. how is it that they have tried?
  
  
  in the letter ******** says that the email (which she sent me prior to the transfer) lists all the move in charges including the admin fee. i have read it and cant seem to find where exactly it says that. 
  
  a few days before i moved ******** called me and told me about the hole punched in the bedroom door, (i was not allowed to see the unit prior to moving) and assured me that she had already ordered a new one and that when it came in on the 6th of jan it would get put in. for the 7 weeks ive been in the unit NOTHING has been fixed, repaired, or cleaned. ******** has known for over 7 weeks about the door, the hole punched in the kitchen cupboard door, the electrical short in the dining room, the washer needing to be replaced, the dryer needing to be replaced, the carpets that as per move out rules never got cleaned (or even vacuumed), or any of the other issues i reported to her that need to be addressed and she has done NOTHING. 
  
  the facts cant be argued with or lied about. she knew what needed to be done and didnt do it. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2023

  The Resident is welcome to come down to the office and collect their ledger showing there is no transfer fee or admin fee charged for the move from G-203 to C-202. The ** oversees multiple properties, scheduling a time would be best. 

  On February 15th, an email went out to the resident advising them the ** would be happy to reverse the carpet charge of $150. It also asked how the resident would like to cover their utilities for the periods occupied prior to transferring, which currently show covered by the security deposit. 

  The resident is welcome to get a copy of the supplier invoices for C-202 prior to move in. If the resident views unsatisfactory service, the office can contact the supplier to reservice the unit for the resident.

  We sincerely apologize for the issues you experienced, and we hope to make this right. Please contact the office ************ to set up a time to further discuss.

   

  Thank you,

  Somerset Management

   

   

   

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18900396
  
  I am rejecting this response because:the PM is obviously more interested in making up excuses than doing the things that need to be done! After 10 weeks it's apparent that she's unwilling to abide by the lease and the law therefore I feel I need to escalate this matter to the next level.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/25/2023

  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.

  In the month of September 2022 I applied for an apartment in *************, ** by at the property named ADAGIO ON THE GREEN, which is managed by AVENUE 5. I paid a total amount of $653.00 which was deducted from my (Exhibit A) ********** account on 09/23 transaction description "AVENUE5-18500Wfo Web Pmts 28 Pgkb Web ID: ****************** after applying I was notified by a leasing agent whose email contact is ******************************** that do to my credit score I was not eligible to lease the apartment. I contacted the ADAGIO ON THE GREEN, leasing office to see if I could pickup my deposit and was told that the accounting department located in ******* ********** would have to issue a payment via mail. I have been reaching out to at first the corporate office and then the property office since October 2022 and most recently speaking and emailing for evidence purposes with *******************, the Assistant Manager of the Adagio on the Green. He claimed that a check was mailed out to me and never cashed so the funds were sent to the State of California as unclaimed property. I also left a negative ****** review back in November 2022 and on Tuesday Jan 3, 2023 received a message to my review asking me to contact ******************************** to seek assistance. NO ONE from AVENUE 5 has contacted me via email or telephone to say they are investigating my issue.As for the information received to contact the State of California because my funds where turned over as unclaimed property this has turned out to be a complete falsehood and after using the online inquiry and speaking to a representative who conducted the search via first and last name plus social security number determined. That no such funds were turned over to the state in the amount of $653.00 or any other dollar amount owed to me.When you take a look at the ****** reviews for this company they have a multitude of complaints regarding people missing money. This company is committing theft and FRAUD.

  Business Response

  Date: 06/15/2023

  Hello,

  We are working internally to determine the best course of action for the resident in this complaint. Once we receive, we will update.

  Thank you.

  Business Response

  Date: 08/04/2023

  Hello,

  We have a new property manager, and will need to locate the check number. If the check had been mailed, there is nothing we could do at that point about California law. If you'd like to discuss this further, please reach out to the current PM and we'd be more than happy to look up your information and assist to the best of our ability. Please reach out at *******************************************************.

  Thank you.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 18899449
  
  I am rejecting this response because:

  Issued was only resolved when I informed the California state ************************* who filed a complaint on my behalf. This business provides false and misleading information to the Better Business Bureau, and Im very thankful to the State of California for being so persistent and diligent when it comes to their citizens being defrauded.

  I am now advising via all Internet forums that if anyone else has issues with Avenue5 to contact the State ************************ and also file a complaint with the State Secretary Office.

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

• Initial Complaint

  Date:01/25/2023

  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.

  Via Apartments Management absolutely ***** and everything is broken. This apartment complex is the worse. The elevator is always broken. The garage door was also broken for half a year. Which led to many safety concerns. When I moved in my washer and dryer didn't work and it continued to break for the months and years to come. This past summer, the pool and fireplace weren't open/working for majority of the summer (but they will still make you pay the ridicoulous amenity fees). And now it has led me to this point. Background info: I signed my lease in August of 2021. I came from the Midwest. I did not renew my lease in August of 2022 so it defaulted me to a month-to-month lease. I was okay with this because it gave me flexibility to leave when I eventually had a new job. I talked to one manager in October of 2022 after receiving an offer letter to better understand what steps I need to take if I have to relocate for this new job. He said I would have to give a 30-day notice because I'm on a month-to-month lease. I didn't accept that job offer but months later (today) I signed a new job offer with a new company. Today, I walked into the leasing office to give them my 30-day notice. The desk lady confirms that yes, you only need to do a 30-day notice because you are currently month to month. She then talks with her manager and informs me that they won't be accepting my notice after all and that it needs to be a 60-day notice instead. This obviously frustrated me because I was promised one thing and they will not be honoring their word.

  Business Response

  Date: 06/15/2023

  Hello,

  Please reopen ticket and we will work on finding resolution.

  Thank you.

  Business Response

  Date: 08/04/2023

  Hello,

  This complaint was initially lodged against Avenue5 Residential in January of 2023, when we have not managed Via Apartments since January of 2021. Please reach out to ******************************** so we may further assist you locate your record and resolve this issue.

  Thank you.

• Initial Complaint

  Date:01/21/2023

  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 was a resident at ************************* Apartments in *******, ** from 5 Aug 2021 to 17 Sep 2022 under Avenue 5 Residential's management. In order to sign the lease, I was required to pay a $1,645.00 security deposit. I originally signed a 10 month lease, which was to end on 4 Jun 2022 but instead of renewing my lease, we agreed to a month-to-month arrangement. Per the lease, I was only required to give 30 days notice to vacate. On 10 Aug 2022, I gave my notice to vacate on 17 Sep 2022 which was more notice than what was required. I vacated the property on 17 Sep 2022 and was told by an agent at the office that they would have my security deposit sent to my listed forwarding address within 30 days. On 15 Oct 2022, my account was updated (attached) to show that I would not be receiving my deposit because "ample notice [was] not given". I went into the office to let them know that this was a mistake and that I had given more than the required notice. I was told by both the representative and property manager (*****************) that this was a mistake and that they were working on correcting it with their accounting department. On 8 Dec 2022, I still had not received an update and spoke with the property manager (*****************) who told me and also sent me the attached email that she was working on it getting the check issued still. That is the last I have heard from anyone after multiple attempts via phone and email. I still have not received my deposit or any update/follow up from neither the property manager or the office.My desired resolution is $1,570.00 issued by check to my forwarding address. I am also entitled to any interest accrued on this deposit amount from 17 Oct 2022.

  Customer Answer

  Date: 01/24/2023

  I was a resident at ***********************************************************************

  Business Response

  Date: 02/02/2023

  Hello *******
  
  Thank you for reaching out and I am sorry it took so long to resolve this issue. When I first started at this property in October, the past management group had processed this refund to you. During the takeover, there were several glitches that sadly I didnt know about until you reached out the first time. I know it took longer than planned that was not ideal. I know it was frustrating waiting but I am glad we stayed in contact via email and phone calls. I know we emailed to confirm your forward address again before issuing the check. The check amount we discussed is headed your way.
  
  Thank you!

• Initial Complaint

  Date:01/21/2023

  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.

  Hello, My name is ********************* and I am reaching out to dispute a charge that came up on my recent Appfolio rental application. Yesterday, 1/21/2023, I applied for an apartment. I was denied due to an outstanding balance owed of $630 to Avenue 5 ******************* back in 2018. This charge was never communicated with me. I never received any outstanding bills, never received notice of a court judgement, or court dates. I reached out to Sierra ***** apartments (previously managed by Avenue 5; changed property management in 2018) and spoke with *****************************, the current onsite manager, and manager at the time of my residency. She was not aware of any charges and did not file any court judgement against me. I also reached out to Avenue 5 directly and am waiting to hear back. Additionally, I reached out to Appfolio to submit a dispute of this charge.I have attached all emails and my Appfolio credit report provided to me at the time of my rental application (1/20/2023), which reflects the "write off" amount of $630 outstanding charges owed to Sierra ***** apartments. See top of page 4 attachment ICRAA Report_20230120. Please let me know what is needed from me to get this taken care of. Thank you for you help.

  Business Response

  Date: 02/03/2023

  Hi there - This complaint is not for **************************** in *******, **. This seems to be a complaint filed for ************ Apartments per the former's resident complaint- she states she rented from ************ apartments in ****************, ** from 2016-2018.

  Thank you! 

  Business Response

  Date: 06/15/2023

  Hello,

  Closing ticket as it appears the last communication was from the business.

  Thank you.

• Initial Complaint

  Date:01/20/2023

  Type:Product 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 submitted an application for rental at *********** Apartments in ********, ** (01/03/2023). My application was denied - Avenue 5 Residential claimed after more than a week of silence that my application was fraudulent. They sent a hard copy notification that my application fee and holding fee ($345) would not be returned because of fraud (forfeited because of fraud). They provided no information regarding what was fraudulent on the application. The hardcopy notice provided no contact information for Avenue 5 Residential; in fact, the signature was almost impossible to decipher (*********************** - SP?). I came to learn that Avenue 5 Residential is not specific to ********, **, that this group manages apartments in several states. After several emails, without response and a weeks time, the leasing agent at RiverPointe Apartments emailed me to say that Avenue 5 said I was using a stolen social security number - that Avenue 5 Residential call a "number" and received that information. Who they called was not disclosed. I can assure you that it is my social security number and that the ********************** is unaware of any stolen number associated with my account. To be accused of a crime, a serious crime without any evidence or communication with those making such a decision is far more than inappropriate - they have negatively characterized me as a fraud without any support to theses accusations (see email below):From: Riverpointe <********************************************************>Sent: Wednesday, January 18, 2023 2:58:44 PM To: *********************** <***********************>Subject: RE: Re: Your application has been rejected. Hello, When the number in the security statement was called, it was previously it was reported that the applicant said their information was stolen.The Social Security was reported as stolen.Both RiverPointe and Avenue 5 Residential have been uncommunicative in terms of resolution.

  Customer Answer

  Date: 01/23/2023

  The address is:

  *********** ******************************************************************************************************* 99352

   

  I have since applied for another apartment not managed by Avenue 5 Residential and have been approved - lease has been signed. I submitted the exact same information. no accusation that I was using a "stolen social security card."

  Business Response

  Date: 03/15/2023

  Hello ***, 

  Thank you for taking the time and providing your feedback in regard to your experience. I apologize your expectations were not met with Riverpointe Apartments. When your application was submitted, and your credit report was run, we received a fraudulent checkpoint message that halted the screening process and required our onsite team to verify the applicant by calling the phone number in the checkpoint message. The onsite team contacted the number on the checkpoint message and the person who answered let us know that they did not put an application in. At this point we contacted our helpdesk and let them know and we went through with the denial of the application. After speaking with you on 3/14/2023, we resolved this issue and issued you a refund to the verified forwarding address. If you have any other questions, feel free to reach out to us at ************* or at *****************************************

   

  Thank you, 

  Riverpointe Team

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable in the most rudimentary way. Avenue % Residential, accussed me of fraud - using a social security number that was not mine. There was no consideration that they (Avenue 5 Residential) might have dialed the wrong number -- asking the individual who answered if they submitted an application for apartment rental -- when the individual called, responded no - they jumped to the conclusion that I was fraudulent! 

  Avenue 5 Residential, in my case, did not act responsibly, nor did they act respectfully in terms of checking their assumptions. While they agreed to refund the $300 deposit fee (a check which has not been received as yet), they refused to refund the $40 application fee, blaming the credit check group for the mistake.

  I agree to this resolution, though not perfect and not just, because I want nothing to do with Avenue 5 Residential. Had I checked with BBB, I would have read the reviews and likely declined to consider rental apartments managed by Avenue 5 Residential. They deserve the ratings and reviews that characterize this management company.

  I encourage eveyone looking for an apartment or seeking to do business with a company to check BBB for reviews and ratings. I learned the hard way -- BBB provides critical information that can inform better decision-making.

  Thank you BBB for intervening, when Avenue 5 Residential refused to deal with this unfortunate situation.

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

• Initial Complaint

  Date:01/12/2023

  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.

  After move out of ****************** Apartments I received a bill when I was expecting a refund. Turns out it was because they said I paid a $200 deposit and I thought I paid more. So I was going to pay it and move on, but checked my lease and it says I paid a $500 deposit. I brought this to their attention and was told that even though they didn't have proof, I paid a $200 deposit and that was that.Also on my move in inspection I wrote that the apartment was dirty, and the manager of course told me I would not be charged for cleaning. Turns out I was charged for cleaning, and when I brought up the inspection report I was told nothing would be done. I asked for a copy of the inspection report and proof of a deposit and have not been provided with anything. When I asked *********************** with Avenue 5 Residential who I would talk to above her to resolve this, she told me there was no one and my next recourse was to hire a lawyer.

  Business Response

  Date: 03/01/2023

  Hi there - 

  This complaint is for ****************** Apartments and not for ****************************. Please kindly remove this complaint from our account. thank you! 

  Business Response

  Date: 03/06/2023

  ATTN BBB:  This is the email that was sent to *********************** from the Regional Manager ************************* regarding this complaint.

  If you need anything further, please feel free to contact me.

  Thank you.

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

  Property Manager, ****************** ************

   

  From: ************************* <***********************************>
  Sent: Friday, February 17, 2023 2:49 PM
  To: ***********************************
  Cc: ******************* PM ****************** <********************************>
  Subject: A218 ******************* move out charges
  
  Good afternoon Mr. ***************** name is **************************  I am a Regional Manager for Avenue 5 Residential LLC and I oversee the ******************* Apartments in *****,**.  I was made aware last week of the discrepancy of the Sec Deposit listed on the *** (former **** Co) lease and what was actually charged. $500 was listed on your lease, $200 was charged and paid.   I do apologize that there was this error made.  I am in receipt of your latest email to my onsite Property Manager asking that we pay you back the entire $500.  Below.
  
  
  
  We are unable to pay you something that you never paid.  You may have paid $2387, which btw clearly shows the on the *** ledger that I have attached.  It also clearly shows that only $200 was charged for Security Deposit to you not $500.  The remaining funds of $2187 were applied to other charges.  Again, clearly reflective on the attached ledger..
  
  At the time of move out, we applied that $200 Security Deposit towards your cleaning and your utility charges.    The balance after applying the $200 was that you would owe $268.62.  Once I heard about the discrepancy issue, I immediately asked ***** to write off those charges and bring your balance to zero so that you would not owe anything. 
  
  I feel strongly that we have treated you more than fairly over this issue and so despite your 6 figures and 760 credit score, which has no bearing on the facts that I have provided herein,  this issue is now closed and we will no longer respond.  I will be responding to your Better Business Bureau with this same information.
  
  Sincerely,
  
  ************************* | REGIONAL MANAGER
  o: ************ c:  ************
  ********************************************************************************
  AVENUE5 RESIDENTIAL | AVENUE5.COM

  
  

• Initial Complaint

  Date:01/12/2023

  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.

  On 11/19/22 I moved out of **************************** apartment building after having lived there for 3 1/2 years.I had paid rent through the end of November, my end-of-lease date, and had always paid my rent on time.I had arranged with the property office to move out that day and reserve the moving elevator. That day, a normal Saturday when the office should be open, it was not open all day, with no notice and no one answering the office phone. This caused me to have to pay my movers more, at $190 an hour, to move my things out, since they had to make more trips on the elevator. After moving out and thoroughly cleaning the unit, there was still no one to do a final walk-through. Now, I received a letter saying not only am I not receiving my security deposit back, they want an additional $36 for a "standard cleaning fee" I left that unit cleaner than it was when I moved in more than 3 years ago and there was no damage. I was prepared to do a final walk-through with them but they were not available, during normal business hours. When I call the apartment management company, Avenue5, they tell me to call The ******. The ****** does not answer their phone and their emails are not addressing my issue. I am due my $149 deposit back.

  Business Response

  Date: 01/23/2023

  Hi there - 

  
  The move-out photos attached will show additional damage in the unit that we did not charge for, such as wall and paint damage and a missing shower head.Although our former tenant intended to move out by November 19,2022, her lease responsibility ended on November 30th, 2022. The standard cleaning and repair charges addendum on pages 70- 73 of the rental agreement includes a breakdown of possible charges due upon moving out. We appreciate your efforts in cleaning your apartment after moving out and, therefore, only charged a partial standard cleaning fee instead of the total cost of cleaning. Please let me know if you have any additional questions or concerns. 
  

  Warm regards, - *************************** | Property Manager 

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18730347
  
  I am rejecting this response because:
  I did pay my rent in full through the end of my lease, Nov 30, 2022, even though I actually moved out earlier.

  When I first moved into the apartment, 3 and a half years ago, the super at the time, ****, volunteered to attach my personal showerhead for me.  After he did that, he took the original one with him.  I had assumed he would leave it with me so I could replace it when I moved out, but he took it with him.

  There was no damage to the walls other than normal wear and tear over my long tenancy.  I had hung pictures, and used spackle to fill in the small holes before I moved out.  Spot painting before an apartment is re-leased is standard apartment management.  And of course a unit needs to be professionally cleaned before it is re-let.  I just don't think that cost should be borne by me.

  Finally, I was not able to do a walk-through with management before I left, because the office was simply closed that day, with no warning or explanation, when I had previously made arrangements for the elevator hold and move-out.
  
  *******************

• Initial Complaint

  Date:01/10/2023

  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.

  We moved out of a rental property in April 2022. Following move out we received a bill that had charges that were not representative of the move out conditions. We had to contact BBB and the company contacted us and expressed they had made some discrepancies and were in the middle of management changes. In June 2022, the discrepancies were resolved and resulted in a refund amount to us for $210. We received no further communication from the property. On 1/9/2023, we received a collections letter stating we owed the company $328. We've attempted to contact the rental office directly who stated we needed to contact their billing in (Washington) and have not received a response. The creditors are stating we need to write a letter to them and they will communicate with the rental property. We are getting a lot of run around and still do not know what we are being charged for and why we have to pay. They are not willing to speak to use and we are completely frustrated. We have email communications, letters, check receipts and voicemail messages from this company stating we do not owe them any money. This property has consistently given us problems and it is completely frustrating that almost a year after vacating the property and dealing with similar issues they are back at it again and can provide no communication. We were stellar tenants, paid our rent on time for the almost three years we stayed their and left the property in good condition. The unprofessionalism and negligent management is absurd. We have sought out legal representation to navigate these issues. This company should not being doing business and effecting peoples lives this way. While they just get to say "we have no information" but expect people to pay them money for no reason and without explanation.

  Business Response

  Date: 01/17/2023

  The onsite team does not have access to the information that the billing team has.  I have reached out to the billing manager and a billing specialist to get this resolved as soon as possible.  I'm sure it's a simple error that can be corrected quickly.  We apologize for any inconvenience this has caused and will work diligently to get it resolved.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18716500
  
  I am rejecting this response because:I am still receiving contact from creditor regardless payment. No one has reached out to me our my spouse to resolve issue. We have already obtained legal counsel who is in the process of contacting creditor and resolving issue. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/01/2023

  I will reach out to our billing department again tomorrow.  Our offices are closed today due to the weather.  My apologies that they have not responded to you yet.

• Initial Complaint

  Date:01/01/2023

  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.

  On December 23 my water heater broke. I submitted a work order that night and followed up with the office the next morning. They notified me that their Maintenence Technician was busy and they had ****************** come out to take a look on December 24th at around 4:30pm. ********* notified me that the water heater was old and that he was going to submit a work order to have a new one installed but it would likely not be until the 26th. On the 27th I contacted the office to inquire about my water heater and I was told that they thought ********* fixed the issue and they hadnt received an invoice. They sent their Maintenance technician to inspect and he confirmed that I need a new water heater. I have contacted the office and they say they have ordered me a new water heater but they can not tell me when its going to be here. I have already went over a week without hot water. I work a full time job, how am I suppose to take a shower, wash my dishes, or do my laundry? I contacted the office on the 29th and explained to them my frustration but they brushed me off. They have yet to contact me regarding this issue. This is a violation of not only the lease but health safety laws.

  Business Response

  Date: 02/16/2023

  To Whom it may concern:

   

  this firm is counsel for Avenue5 Residential LLC.  My client is the property manangement company employed by the owners of *********** Apartments to oversee the community.  My client asked I respond to **************************** complaint.  We appreciate the opportunity to respond.  ************************ and my client have settled this issue.  Attached you will find a settlement agreement.  My client agreed to allow ************************ to terminate is lease early without penalty.  In return ************************ agreed to withdraw his complaint to your agency.  I have attached said agreement.  Please let us know if this is sufficient to resolve this issue or if you do need my client to respond with a rormal response, which we would be happy to provide.  I look forward to hearing from you.