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

• 

  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

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  Aura Benbrook

  301 Mercedes St Benbrook, TX 76126-2647

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  Avenue5 Residential LLC

  6610 N 93rd Ave Glendale, AZ 85305-3170

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:01/25/2023

  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.

   

   

• Initial Complaint

  Date:12/31/2022

  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.

  This company is a scam and abusing housing laws regarding Covid-19 housing assistance provided by the ***************. I received rental assistance due to covid 19.I received assistance from two different companys in ******. The fist company, *********** did not apply half of what I was given and stated the error was correct. Due to the ledger from *********** it was never applied even though it was stated it was sent to the billing department. With the ****** emergency rental assistance team. The first check was mailed on 12.28.2021. I reached out in January as my lease was ending and wanted to figure out what my options were and if they had ever received the check. The property manager of the *********** in ********,** stated she had not received anything and to verify the address the check was mailed to. I followed up with the housing association and they confirmed a check was sent out on 12.28.2021 and that it was not cashed so they would reissue a new check. I moved out in March 2022. Since then I have never received my security deposit, have sent multiple emails and phone calls to not only the goat blocks that has told me that its now in the hands of the billing department (whos had multiple emails sent to starting in march -august) with no response. Today I found out a collections alert was put on my credit and that THE FULL balance was sent to a collector. No communication, two checks now have gone missing I have all the documentations and communications of emails and phone calls made with no response from *********** or Avenue5. My next steps are now to hire a lawyer and take them to court. Do not ever rent from any complex owned by Avenue5

  Business Response

  Date: 02/17/2023

  
  On 3/17/2022 the customer moved out of the apartment complex. At that time her balance was $10,033.97 after the customers security deposit and pet deposit were applied to her past due balance her amount due was adjusted to $9533.97. On 4/18/2022 the property manager received a ************************** payment in the amount of $508.40.The check was deposited to write off rent recovery with a note stating the residents name and unique code. The adjusted balance due was sent to the billing department to confirm that the payment should be applied to the residents previous move-out balance. The payment brought the customers balance down to $9025.57.

  
  The customer contacted the property manager on 3/30/2022 to state that there should not have a balance because the ************************** had approved and sent a rental assistance check. The property manager contacted the *** and confirmed they did approve the assistance and had sent a check. The *** and property manager determined the best course of action was to void the first check and have another check reissued.  The check for $8876.00 was deposited to write off rent recovery upon arrival on 03/29/2022. This brought the customers balance down to $149.57. At this time, we believe the issue was that the checks arrival was not communicated to the billing department, which prevented the customers account from being updated. This was a mistake on the part of the onsite team, which did impact the customer and that is regretful. In the last week of January 2023, the property manager was contacted by the customer and the ******************** stating they were sent to collections and should not have been because they received a check from ***. From the last week of January 2023 until the 2nd week of February 2023, the property manager, billing department, and collections agency were in contact and working towards updating the customers balance, removing all interest applied to the account, and restoring the customers credit.

  As of 2/13/2023, the issue has been resolved and the customer has been informed of the corrections and an apology has been given to the customer.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18665644
  
  I am rejecting this response because: I have asked multiple times for a final ledger to review any balance owed. I have not received any communication or updated ledger. 
  

  I should have no remaining balance and I also have not received *********** back. Per ****** Law, they had 31 days to have this sent back and have yet to hear a reason why I have not reviewed them. 
  

  this needs to be resolved, any past due balance was asked to be waived due to the complete incompetence of both the *********** and Avenue5. *********** were requested to be mailed and I have not received any communication.

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

  Customer Answer

  Date: 03/01/2023

  The complaint has been resolved to my satisfaction. Avenue5 and the *********** did work diligently to come to a resolution. I appreciate the effort and have been satisfied with the outcome.  

• Initial Complaint

  Date:12/30/2022

  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.

  Since I started renting at *********************** I have had an ongoing issue with my garage door. It would open and close by itself, my remote control would not work at times and on several occasions I would have to get out of my car and hold the button down to get the garage door to close. I put in service requests but ultimately would just call the front office. There have been multiple replacements in the front office. An issue occurred where the garage door begin to close while I was exiting the garage causing me to hit the bottom panel. The garage was fixed and I was charged for repairs including an emergency maintenance fee. I reached out to the leasing office to voice my concerns and I was ignored and redirected by office staff. I requested to speak to the manager where I was told to file an insurance claim because I hit the ********* tried to explain that the garage was not fixed properly and they refused to help me. I continued to have issues and on Christmas Eve the top panel disconnected from the rest of the garage as I attempted to use to remote to open the ********* again reached out to office staff for answers and help. They did replace the garage door but my emails and phone calls continue to go unanswered as I have tried to address their negligence. I have been inconvenienced for the past several months while pregnant and caring for a newborn.

  Business Response

  Date: 02/03/2023

  This resident is disputing the $650.00 charge placed on her account because she openly admitted that she backed into her garage door when trying to exit. She claims that it started coming down out of nowhere, but this would mean that she was not paying attention, and we were advised by the garage company that the sensors would have caught the movement and the garage would have gone back up. We have responded to most every email as promptly as we could. Unfortunately, we have had to get our legal team involved, and they have provided her with a letter stating that she is at fault for backing into the garage door. She even brought this up during her court hearing for eviction since she was at least five months behind in rent, and rent assistance has paid that for her. We understand there were some issues with other aspects of the garage. We have invoices that reflect the times when a licensed, professional garage company was out to make necessary repairs. We also have the work orders in our system that reflect the dates she placed work orders, our responses to them, and when they were completed. While there was a short time that our online portal was down, we do not have any record showing that she came into the office or even reached out to let us know there were any other issues with her garage. She has since stopped by the office to request that we allow her to enter her written notice to vacate, and we have agreed to let her provide notice without insufficient notice penalties. Per the lease, she would be required to provide a 60-day notice which is not what she provided. 
  
  
  *************| PROPERTY MANAGER
  

  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18660277
  
  I am rejecting this response because:
  
  The property manager is not being honest what she said was completely false! I was not five months behind on rent. I was three months and 2 weeks behind on rent which was paid and covered the same day we had court. Rental assistance is for people who need assistance. I am a small business owner and have been having a difficult time due to Covid and inflation. When I moved into this property I asked the then manager if they accepted rental assistance and they filled out my paperwork the same day! I drive a 2021 ***** cx 30 that has a back up camera the garage was up and I could see outside and the neighbors garage door! The garage came back down and the garage door hit the top of my vehicle! I also didnt mention there was a garage issue in court to be malicious the judge asked me about the balance left after chap paid the rest and I told him that I was awaiting an answer from the property manager about a garage issue! This response from her shows a lack of tact and concern for her residence. The damage was at the bottom of the garage and the top of my trunk. The sensors do not work properly. The garage vendor was just trying to cover themselves. As far as the notice I spoke to the assistant manager and I asked him if it were okay to move out at the end of lease term if it was not I would be more than happy to provide a full 60 day notice that is not a problem! **** was very nice and instructed me to fill out the form. The Sincerely,
  
  *****************************