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:11/11/2022

  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.

  I am currently a resident at Reveal Apartments in ******* **. Avenue5 took over in July of this year. Ive had nothing but issues with the new management. The managers ****, *******, and **** are very rude and disrespectful. My rent was paid on time and i was still charged NSF and late fees making my rent now $1,695. *** tried working with the office staff to figure it out but nothing. I received a 5 day notice sating a different amount was due. The office said its incorrect and they will be sending out a new notice with the higher amount. They have completely ignored me and hung up. *** asked numerous times for ******* the Property manager to call mew but nothing. Office staff gives me the runaround, I hate the management and believe they should be fired. Im done fighting these people. Please just fix issues.

  Business Response

  Date: 02/17/2023

  Hello,

   

  The resident submitted payment on time however the payment bounced back causing non-sufficient funds (NSF) fees to occur in addition to the late fees. The first notice given did not include the late fees, but this was corrected by our office and a new 5-day notice was provided to the resident. We have been in communication with them, and an explanation of charges has been provided.Please let us know if there are any additional questions or information required

   

  Thank you.

• Initial Complaint

  Date:11/04/2022

  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.

  After a horrific experience with health hazards from the apartment they finally decided to refund our money. However when we left (August 27th) we could never imagine it would take 2 months to receive our $2100 refund. That's a pretty large amount. We have a very hard time getting a hold of anyone or get blown of and told "it will be there next week" Please help us we really need to find a new place to live and this is our money to do so.

  Business Response

  Date: 06/04/2025

  Hello,

  We'd like to facilitate this conversation with the property management team. I'd like to provide context around your requested refund, but cannot do so until we know which property this occurred at. Please provide this information at your earliest convenience so we may assist.

  Thank you.

• Initial Complaint

  Date:11/03/2022

  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.

  Since moving out of the property owned by Avenue5 ******************** my security deposit has not been returned within the lawful time period of one month and no written notice has been sent. Any attempt to contact Avenue5 by phone or email has been unsuccessful. When visiting the property I have confirmed the correct forwarding address as well as the amount owed but no check or written notice has ever been sent to me 3 months later. Looking into pursuing legal action due to this matter.

  Customer Answer

  Date: 11/03/2022

  *********

  1000 ***********************************************, ********** **, 29414

  Business Response

  Date: 02/17/2023

  Hello,

   

  We no longer manage the property. We are working on finding a party who can assist with this.
  

   

  Thank you,

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for rental assistance through **** and a week before I got approved ***** through *********** called me demanding I pay ***** today or she was going to send me to the attorney and let me remind you I still live here. I pulled out a loan and paid the amount then the rental assistance went through and they are refusing to issue me back my check even though I have a balance on my account.

  Business Response

  Date: 11/02/2022

  To whom it may concern,
  
  ***************************** did make a payment of $6,635 on 10/25/2022 to cover her full balance of 4 months past due for rent and additional charges, she had requested I wait for that payment to be submitted before I fill out a resident verification form that she had applied for with another apartment community. When I received payment I submitted the check and filled out the verification form after on 10/25/2022.
  I did help ***** submit a rent relief application 7/28/2022 however that application was denied due to not receiving documentation needed, I did try reaching out to ***** via email to get the requested forms on 8/2/2022, 9/15/2022, and 10/10/2022 as well as called multiple times but did not receive a response until after I received notification the application was denied. At this time I let ***** know that some form of payment/payment plan needed to be made to avoid further late fees, a higher past due balance as well as eviction.
  
  On 10/31/2022 ***** came to ask me if I can give her check of $6,635 back because she had received an email stating her rent relief was approved, I stated to her that I will see what I can do however I dont believe we would be able to issue a payment that was made for a past due balance that was owed and that the check had already been submitted, she had requested me to cut her a check or to contact someone that can in which case I did speak to my superior and was told that is not an option sense it is in fact money that is owed. My superior had also asked if I received an email or any other form of contact from rent relief stating she was approved, ***** did not provide proof of approval so I reached out directly to rent relief to confirm her claim that she had been approved . I had contacted ***** and let her know we will not be issuing the check back to her she stated she will call the bank and have the check cancelled and she also had concern that she was going to have a credit on her account come lease end, I assured her that once deposit accounting is done any remaining credit and deposit is left it then will be issued back to her my mail in a check and I stated I dont advise her to cancel the check as it will create a NSF fee to her account.  
  
  At this time I have been advised to not reissue any form of payment or credit to ******************************
  
  Thank you,
  ***********************|PROPERTY MANAGER 
  Office: ************ 
  
  ********** APARTMENTS 
  1150 **************
  ****** ****, 84041
  https://**********************/
   
  
  
  PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/10/2022

  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 had someone illegally sign my name to a lease after I had moved out. They got evicted and I am now in collections. I have called and emailed for a copy of the lease so I can file police report. They will not return my calls and have refused to send me the lease I had supposedly signed. I expect that they didn't verify who was living there and their electronic signatures aren't signed in front of anyone that works there.

  Customer Answer

  Date: 10/12/2022

  A lease sign for ********************** with my name, I did not sign the lease. I have asked for a copy of the lease, I have been refused multiple times or just ignored. I need that lease to file a police report for fraud.

  Business Response

  Date: 11/16/2022

  Hi ****,

   

  Hope youre doing well. I received an email from the Better Business Bureau regarding a lease that was signed illegally. How can I help?

   

  Thank you,

   

  ************************* | senior property MANAGER o:************ f:************

   

  ********************** 10304 20th Street East ********, ** 98371 ************************| ******** | Twitter PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM

  
  

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment is infested with roaches and mold and in the restroom its leaking from vent. I tried calling office they dont answer there phones I tried emailing and no answer. Then I go in person to get the problem fixed they only say they will send someone to spray the apartment down (they did it 3 times) then I told them what is the next step and they ignore me and keep saying they are going to spray it down again but they never set any appointments for me after the 3rd time. They is shootings and murders and drugs this apartment is not ok I regret this apartment I pay too much to live in a apartment that will not cooperate with me or solve my problem.

  Business Response

  Date: 10/27/2022

  Good morning, 
  
  Thank you for the email and all the information you sent to us. 
  Regarding the complaint from our resident ******************** in unit #****, heres what we know and have: 
  Our records indicate he requested service for a regular spray on: 
  02.03.2022: general spray interior and exterior: found 3 dead (please see attachment) 
  07.14.2022: general spray no observation from the pest control technician (please see attachment) 
  07.21.2022: resident requested the service but refused treatment (please see attachment) 
  09.22.2022: resident requested service -no permission to enter- no answer, the technician only treated the exterior (please see attachment) 
  09.28.2022: we tried to contact ******************** as they requested an SRT (Special ***** treatment) and he needs to sign a document that is required by Smart Pest Control for them to be able to perform this treatment. 
  The resident never stop by for that reason we sent an email to ********************** to request again for them to stop by and or sign the documents. Never answer or stop by the office. (please see attachment) 
  09.29.2022: resident requested the service -no permission to enter- no answer at the time the technician was at his apartment (please see attachment) 
  10.20.2022: resident requested service no permission to enter- resident did answer the door and general spray was done nothing out of the ordinary-clean unit did not let the technician treat the bedroom ( please see attachment) 
  
  These are the information and treatment we have for the entire year for unit ****, please let me know whats the next step, and also if you need anything else from us. 
  
  Thanks and have a great day! 
  
  
  *************************** | PROPERTY MANAGER 
  o:  ************  f:  ************
  

  
  

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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.

  Hi, My name is ********************** I lived at ******** Apartments, *********************************. I advised the property manager I found out about the multiple hitsin my credit you guys didwhile trying to make a purchase. My interest rate and score could have definitely been effected by your companys negligent third-party. Legally you are responsible for all damages caused by your third party. The hit even happened one month after I moved in.Most importantly my safety was violated when I lived at the community which is why I moved. ******** employee and a non employee entered my unit without a service call, approval by me, or me being informed why and if they would be entering. Property manager apologized and sent me cookies but that doesnt change my safety was violated.I also havent heard back from anyone but I just receiveda email with a balance of ****k to pay but I never received a detail invoice on the charges when I moved out.I also do not feel I should be responsible for the charges since you guys violated my safety and my credit, which is my livelihood. I had no choice but to move since you guys kept violating me, as well as the infestation of ants and spiders.I didnt even ask for ******** to cover my moving expenses when I should have.I wasnt going to take legal action but now you guys showing an unwillingness to compromise. I have been looking for therapist due to not being able to sleep due to you guys violating my safety. I had no choice but to move and you guys are punishingmedueto your ainadequate staff.I need a point of contact above the one I received from the property manager because clearly that person in management havent responded. I guess Ineed contact to your corporate CEO, complaints, and legal department?

  Business Response

  Date: 11/02/2022

  The 2nd screening was a result of her adding her spouse to the lease after she had moved in. This is why it happened after she moved in.  As soon as she notified the office we contacted our screening department and this was removed from her credit. All of this was conveyed to *********. ********* moved in on 5/4/22 and applied on 4/27/22.  Her spouse was screened on 5/26/22 and was added to the lease. 
  Around June 28th there was a water leak into the apartment directly below ********** apartment. We had to enter her apartment to inspect and find the source. She was home during the first inspection and was notified that maintenance would need to come back to complete the repair. The following day they entered her apartment ( maintenance technician (in uniform) and the contracted plumber). Maintenance did admit they hadnt knocked on her door before entering. When ********* called the office to speak with the manager she explained she was home when they entered. When she spoke to me she said she had left to take her child to school and saw them enter on her camera. The manager apologized and explained she would speak with maintenance. The manager sent her cookies as a customer service gesture. She didnt mention anything to the manager about wanting to be let out of her lease early. 
  Infestation of ants and spiders. We are a brand new construction property. We have monthly pest control service and she was on the list for 5/17 and 5/22 when she first moved in for ants. Nothing mentioned about spiders. This activity doesnt quantify an infestation. She moved out on 9/24 and no other activity was reported from 5/22 through 9/24. 
  I would like to add that ********** purchase she referenced below is a home purchase. When I confronted her with the knowledge of a home purchase she stated it doesnt mean she is living in it. 
  I have had several calls with ********* and unfortunately she will not acknowledge that per her lease agreement she is required to provide a 60 day written notice for early termination and pay a lease termination fee equal to two months rent along with the rental concession she received. 
  
  I hope this answers all her claims to your satisfaction. 
  
  Please let me know if you have any questions. 
  
  Thank you,
  ******
  
  ********************************* | REGIONAL MANAGER
  

  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18183619
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************

  The statement is not true. I was not informed maintenance would be entering my unit. The apartment even sent me cookies as an apology for entering my unit without my permission. Property manager **** apologized and said staff member would be reprimanded.I had cameras set up and saw the maintenance man and another man enter without any notice. I moved due to the apartment being unsafe and even provided property management with a notice and they still added $5000 no notice fee to my move out statement even though the first statement I received stated $0 but now they have added over $10,000 in fees. They violated their lease when they entered my unit without notice. I was scared I couldnt even sleep so I informed property manager I was moving out. I even emailed asking whom to turn the keys to which she replied anyone now they are adding extra fees. I even emailed the general mailbox as a staff member on site told me to do and even emailed the assistant manager ******* and informed her I felt unsafe no one replied.

   

  My husband was being added to lease but he was unemployed and was to be added as occupant with our 5 year old son, I never completed another application. I never authorized them to pull my credit again. They damaged my credit. Extra pulls on my credit lowered the score. I wouldve received a higher interest rate due to low score on any purchases made after they pulled my credit without my permission. They are responsible to pay damages to me due to them fraudulently pulling my credit. 

  Customer Answer

  Date: 11/06/2022

  Hi,

   

  I gave **** the ** a verbal notice because we had been in communication about all the other issues such as maintenance, entering my unit without permission and then running my credit fraudulently. She was to speak with her manger about waving the 60 day move out fee. I sent **** the ******** property manager an email to follow up on her commutation with her manager ****** and asked whom I was to turn the keys into. I am aware of the 60 days due $4900s which is two months rent which a can pay today but to add an additional no notice fee of $5000 when u have been communicating with them in me moving out and not feeling safe which I provided as a attachment. ****** even offered me on month off which is fine once they remove the no notice fee. I even asked ****** why **** the property manager accepted my verbal notice and email communication even telling me were to turn in my keys to. ****** never responded to my just Ive me the number to a collection company. I spoke with someone in ******** billing department whom stated they would try and help me get a contact above ****** since she will not escalate the issue. The billing department even stated the no notice fee should be removed due to me communicating with **** the ** and all the issues that happened but ****** refused and sent it to collections. 
  

  I have no problem paying what I owe but to add additional $5000 fees are crazy. ****** should honor the one month off plus removing the no notice fee and I will make the payment the same day. 
  

  I have other emails if you need them.

  Business Response

  Date: 11/28/2022

  ********* is mistaken in regards to how her lease contract reads that she signed. She is required to give a written 60 day notice, not a verbal notice the week that she is moving out. This has been communicated to her several times. We are legally not allowed to keep a resident from turning in their keys or from giving us a notice.

   

  With this said, Avenue5 did agree to waive all fees, as a good customer service gesture. This has been communicated with ********* and a revised move-out statement was emailed to her November 11, 2022.

   

  Please let me know if you have any additional questions.

   

  Thank you,

  ******

   

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

  o:   m:  ************
  ********************************************************************** 85016

  AVENUE5 RESIDENTIAL | AVENUE5.COM

• Initial Complaint

  Date:10/03/2022

  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.

  Avenue 5's property in ************ House, has been providing me with inaccurate bills and their staff has refused to speak to resolve this issue. I have moved out and they are threatening to assess late fees if I do not pay their fraudulent charges, $54.76, more than I should be paying. They are basically extorting me under threat of late fees. This is not even my last bill. They have refused to provide any insight into what my final statement will be, and they have refused to confirm when my security deposit will be returned. My final bill, properly prorated and not with their fraudulent fees should be $131.96.

  Business Response

  Date: 12/06/2022

  This is for City House Apartments and NOT *********************.  Can you please send to the correct account?

  Business Response

  Date: 01/26/2023

  This one I believe has been resolved. We addressed the situation back in October/November and we credited his account which he then received a refund of $151.15 (see attached ledger)
  
  Thank you
  

  
  

• Initial Complaint

  Date:09/28/2022

  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 June of 2022 I applied for a property they manage Rifinery **** located at **********************, I was charged a $50 application fee and a $250 hold fee for a home, as a Courtesy with my health situation and my credit not being so good I was told by ********************************* the property manager at the location that if I was not approved she would refund me the $250. I was not approved for the property because of incorrect information on my report, she said she was sending the refund multiple times and never did, when I called and talked to her she even lied and said the refund check was reissued and sent Expedited, which was never received. *** spoken with her physically over the phone on Wednesday 9/21/2022 and she pretended to be shocked that I havent received the refund check she sent an email to someone by the name of ****** who she said was in charge of refunds. Here it is another week and no reply from ****** and no check. I just want what was promised to me, my $250 back and honestly for the inconvenience of waiting over 3 months and dealing with their lies I would like a refund on the application fee also, it does not take 3 months to give someone back what was promised. I have email correspondence of her asking ****** where is my refund

  Customer Answer

  Date: 10/21/2022

  On 6/10/2022 I applied for a townhome through this company located at ************ located on ************ in ********* ********, I explained my situation to the property manager ******* and she told me she would refund me the $250 holding fee as a courtesy if I wasnt approved because of the situations I was facing. I paid the $250 holding fee and the $50 application fee and wasnt approved she then told me she issued a refund, about 1 1/2 weeks went by and I hadnt received anything I reached back out and was told that I should have received it bc it was sent, she then said that she would send an expedited check which was never received. I reached back out on 10/06/2022 and was told ******* - we found out the refund was not processed but the original payment was returned nsf. If you dispute this I would talk to your bank, but we never received the money to refund. Thank you! I replied with my bank statements showing the money was taken out of my account *** never had NSF that month I had over 13k in my account and I shared that with them and they never replied. If it was never taken out of my account I wouldnt be able to dispute the transaction with my bank my claim was denied bc their bank denied it bc it was a holding fee. Ive reached out to the company 5th avenue apartments and left voicemails and never received a reply

  Desired Resolution: Refund

  Business Response

  Date: 11/28/2022

  Good afternoon! We will be refunding this payment. There was issue with her disputing the charge, and then it was reversed so this was a unique situation. We will be refunding expeditiously.

   

  ********************************* |senior property manager, arm
  o: ************ e: ********************************************

   

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

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

• Initial Complaint

  Date:09/27/2022

  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.

  I moved into an apartment complex owned by Avenue5 on 07/09/22 called ********************. When I moved in, a toilet wasnt working, my dryer was broken, and I had no garage. Ive reached out to Avenue5 myself as well as gone in to the leasing office almost every week since July and filed maintenance requests. There has been no communication of when these will be fixed. The toilet not working I feel is a health violation. The garage not being available is very frustrating as I pay the same full rent as others in this complex that are provided a garage. My neighbor has the exact same apartment and has a garage. If Im not provided with a garage or a working dryer, I expect to pay less rent, because Im not being provided with what my listing said would have.

  Business Response

  Date: 10/10/2022

  Hello,
  
  We regret to hear that you have had such a negative experience with us, but appreciate you bringing these matters to our attention.  I have spoken with our Maintenance team and believe they have addressed all your maintenance concerns.  As for your apartment coming with a garage, I truly apologize for any confusion as not all apartments come with a garage no matter the size of the apartment, however all apartment homes do come with one assigned parking space.  I have reviewed your lease agreement and unfortunately it does not have a garage selected (I have attached the parking addendum from your lease).