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

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  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:09/26/2022

  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.

  Company took over management of ********************* property beginning of August, and immediately disabled the payment software for rent. Following this, tenants were told to guess their rent and would be told the following month if they owed any remaining amounts. Payments were only accepted via check or money order, to which money was paid to the company via 4 money orders (2x$425, 2$500) on 9/6. The company lost one of our $500 money orders, has acknowledged their mistake but has yet to fix the problem. We have been on numerous calls with unhelpful staff who then refuse to let us speak with management to seek a solution. We signed a new lease prior to the management change, and the company is also now attempting to backcharge us paid utilities from our previous lease. I still do not have access to view or pay my rent and we have been told we are expected to continue to pay even though the company has acknowledged they have the money order and we have identified which one is outstanding. They are refusing to process the money order and are now holding us responsible to pay the same $500 they already have. Their contact numbers do not work, and just immediately end our calls when we attempt to contact. We are now seeking legal counsel as the front office has shared with us that they have also lost other tenants rent payments and we are not the only ones affected.

  Business Response

  Date: 12/05/2022

  Hello. 

  This complaint that is on our record is for an incorrect property. Our  property's name  is ********************* and it's not affilaited with *********************. We are located in **********, ******* and the only ********************** Home I can find is located in *******, **. 

  Please don't heistate to contact me if you have any other questions. 

  Warmest Regards,

  Marvi Tantouri

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

   

   

  Business Response

  Date: 02/17/2023

  Hello,

   

  We are working on finding a resolution to this issue ASAP.

   

  Thank you,

• Initial Complaint

  Date:09/24/2022

  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.

  So while my husband was going into our cabinets to get something out to cook he noticed flies and a foul smell in our cabinet. He looked inside of our top ramen noodle box and it was filled with magnets in which were eating through all our food. We had to throw away all our food and clear out our counters. We also have brown water coming out of our water sources and also the bathroom tube was not draining out water so bacteria water and waste stay stuck in our bath tubes. Also a closet door fell of the hinges and a nail scratched my daughter arm in which left a long nasty scar. Our sink is clogged and does not drain the water. closet doors are falling off. Mode is also making my family sick where my 7 year old, 4 year old, 3 year old, 2 year old, 1 year old, and 1 month old children are sick and throwing up and having diarrhea. This is a health concern and code violation due to us residing in subsidized housing.

  Business Response

  Date: 10/26/2022

  Hello, 
  A pest control company inspected the home and found no issue, other than a small amount of fruit flies. 
  The water is not brown. 
  Repairs were made as needed to sinks and tubs. 
  
  
  Thank you, 
  
  ***************************** | SENIOR PROPERTY MANAGER 
  

  
  

• Initial Complaint

  Date:09/22/2022

  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 2022, I submitted a payment of $500 deposit in order to apply to ********* apartments in *********, **. The policy stated, they will refund the $500 deposit in 21 days; it is now September 22, 2022 and have yet to receive my $500 deposit. I have emailed the property manager and assistant manager on August 22, 2022, August 23, 2022, & August 27, 2022 without resolution. Prior to these emails, my husband and I went in person to *********'s leasing office to verify any updates on receiving our deposit back, but no one seemed to have an answer. *********'s assistant manager ************************************* ************************* insisted that the check was sent out. When I asked for a tracking number, I no longer received anymore responses.

  Customer Answer

  Date: 09/27/2022

  The address to ********* is 

  4890 ********************

  *********, ** 92123

  Business Response

  Date: 11/28/2022

  Hi Team,

  There has been some back and forth with trying to get this paid, but part of the reason is because they moved and did not provide that new address. The check was cut prior and sent to the old address. My AM will be in tomorrow and he can get us the dates of when the original check was cut, etc.

   

   Thank You,

   

  **************************** |  PRoperty Manager

  *********

  Www.********.com

  PROFESSIONALLY MANAGED BY AVENUE5

• Initial Complaint

  Date:09/19/2022

  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.

  New management team took over our apartment complex august 31. They have taken down tenant portal. Telling us to guess amount due and make a payment in person. They wont waive late fees if we happen to guess wrong amount. No statement or invoices being given to tenants. Theft is occurring on the property and break ins and nobody will call me back.

  Customer Answer

  Date: 09/21/2022

  *********** apartments

  7803 ***************

  ********* ** 99336

  Business Response

  Date: 11/29/2022

  We completely understand the ********** of new management can be frustrating and confusing but we are continuing to work diligently to make this easier on our residents. The following has been done to resolve this matter;

   

  Due to new management taking over August 31^st , we had a bit of a rocky ********** period in the month of September. The tenant portal was taken down by the previous management company and a new one has since been given to residents on September 17^th, 2022. Our team was advising resident to pay the same amount as last months payment as we did not have access to the file or ledgers. Our entire staff consists of new employees none of which had knowledge of the history of this property/resident. All late fees for the month of September were waived.  On August 31^st , our team created a letter to explain the ********** and provided the offices new contact information to residents. If any of our resident experience a theft or brake in, we strongly recommend they contact the police department and can also notify us by calling ************ and emailing ******************************************** or stopping by the office.

• Initial Complaint

  Date:09/19/2022

  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.

  On September 19,2022, I received a call from ************************* at IQ data informing me that he was reaching out to collect a debt owed to the Alexandra ********************** located in **********, **. I informed this young man that I had received an unexpected and unusual email from *******************, Assistant Manager of the Alexandra ******************** stating the following: Hi *****, I hope all is all is well and youre having a great day, you may have gotten a collection call today for a balance owed. Im reaching out to confirm that you do not owe any outstanding amounts with us from when you lived here. I have sent over an update to our rep at IQ Data letting them know that you have paid in full and as soon as I get the confirmation, I will send that to you for your records. We greatly apologize as we had no idea this was going to happen, yet the company told us that they had files on a Covid hold and they released them today. Have a great weekend reach out to me with any further questions. Sincerely, *******************. SINCERELY, ******************* | ASSISTANT PROPERTY MANAGER ****** informed me at this time that they had not received any communication from The Alexandra ********************** relinquishing me from this proposed debt owed. ****** asked the writer to forward the email to his boss so that his boss can confirm authentication of this email. Email forwarded. ****** advised for writer to telephone The Alexandra ********************** to speak with them about this matter. Writer telephoned ********* and spoke with a leasing consultant who was not helpful and was dismissive after writer asked to speak with ****. Writer decided to call Avenue5 LLC and speak with someone in the billing department. The person who answered the call in the billing department. Writer calmly explained the situation in hopes of seeking a resolution but, the person who answered the call was dismissive as well and hung-up the phone in the writer face. Renters beware of the widespread unprofessional conduct.

  Business Response

  Date: 10/12/2022

  Hi, 
  
  I have resolved the incident with the resident and the collection agency and notified this past resident on 9/21/22.  Please let me know if there are any other questions. 
  
  Thank you, 
  
  ***************;
  

  
  

• Initial Complaint

  Date:09/18/2022

  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 a rental application at Heritage Place, located at *****************************************************, which Avenue5 Residential manages. I had been communicating with ***********************, Property Manager, after having numerous conversations with the assistant manager, ****** who eventually encouraged me to apply after reviewing my credit report. The holding deposit was $1000. The third-party credit reporting agency that is used, ********, denied the application and there were numerous errors in their denial report. Every attempt to contact the Avenue4 Residential corporate office failed - as they never answered the phone, or return voicemail messages. I want my $1000 returned immediately. What I learned is that they want the potential tenant to submit the $1000 online, but they want to send a check if the application is denied, which I deem suspicious. *********************** stated that the return payment is being processed but can take 30 days. Why? From what I have been told they are simply using the holding deposits for their own benefit. Not returning the payment in the manner that they required it to be sent is also suspicious. An updated mailing address was provided to *********************** which is *************************, ********************************************. In this time of inflation and everything else who can afford to have $1000 floating around with no idea as to when you will receive it? I CANNOT! I NEED MY MONEY RETURNED TO ME. This company has crooked behaviors. ******** phone number is ************. Her email address is ********************************************** Thank you.

  Business Response

  Date: 10/24/2022

  Thank you for reaching out and informing us of this compliant.  
  
  ************************* did inquire about renting one of our single family homes on July 15th and expressed she applied for a home on August 18th after speaking with her housing representative.  After several conversations between ******** and the leasing team, she submitted her application to rent one of our **** sq.ft. homes.  
  
  All applications are submitted on our community website, www.HeritagePlace-Homes.com once a home (lot number) is selected.  Prior to finalizing the online application, every individual over 18 years of age must review and sign our rental criteria which itemizes the application process.  A refundable holding deposit of $1000 and a $53 per applicant non-refundable application fee are processed to reserve a home and take it off the market.  In the event the application is denied or cancelled, the refundable holding deposit is returned within 30 days of the application submittal per our rental criteria. 
  
  In ************** case, her application was submitted on 09/02/2022, but denied on 09/08/2022.  Her holding deposit refund was processed 09/12/2022 and a check was cut on 09/15/2022 from our *******, ** corporate office.  
  
  I have attached ************** signed rental criteria which references deposit refund and administrative fee returned.
  
  *********************** | DISTRICT MANAGER 
  o: ************  
  

  
  

  Customer Answer

  Date: 10/24/2022

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

• Initial Complaint

  Date:09/13/2022

  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.

  This property management company is withholding part of my security deposit. The property manager explained that portions of the deposit are withheld based off of sq footage of the apartment. The apartment was cleaned to the level when I received the keys and was returned without damage.

  Customer Answer

  Date: 09/19/2022

  The property is ************** apartments, ************************************************** 97302.

   

  Managed by Avenue5 LLC. Property managers name is *************************. My previous residence was **************************************************. This is where they retained part of my deposit even with completing their provided move out cleaning list.

  Business Response

  Date: 10/12/2022

  Hello

   

  This is the first hearing on this. Is this on Unit 706? ***********************, was very rude and hung up on me. I tired to explain charges and remaining deposit was mailed to them.

   

   

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

   

  FAIRMOUNT PARK APARTMENTS 694 ****************** SALEM, ** 97302 *********************** | ******** | Instagram PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM Pronouns: He / Him

  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18021490
  
  I am rejecting this response because: I did not hang up on *******. He provided us with a list of cleaning requirements that were completed prior to check out including having the carpets professionally shampooed. Our move out check list has both our signatures agreeing the apartment was returned in the same condition it was rented out in.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/28/2022

  On 10/17/22 @ 2:24pm ******** replied back. I responded back on 10/12/22 @ 4:39pm
  
  I mention this was taken care with past resident, who called the office and explain to him the charges and what he would be getting back. Also mailed back to them what they would be getting back. Thank you.
  
  
  *************************| PROPERTY MANAGER
  o:  ************ f: ************
  

  
  

• Initial Complaint

  Date:09/05/2022

  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.

  See Letter.

  Customer Answer

  Date: 09/08/2022

  540 ************************************************************************ is the address and the name is

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

  Business Response

  Date: 10/21/2022

  Hello, 
  
  
  
  Please see attached. 
  
  
  *********************| PROPERTY MANAGER
  

  
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 17921185
  
  I am rejecting this response because:
  The manager admitted she never called the manager. You conveniently did not look in the verbage in the contract as presented in my letter. The way to prove it wasn't fraudulent is simply to have the employer verify everything. This won't be to hard. You guys are complete scam artist and you will be returning my money regardless.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/02/2022

  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.

  From the month of April up to August our bill has always been between 2020.21-2026.35. Now they are stating that we owe ******* due to the lack of communication with other leasing company. I already got screwed once by this company for septembers rent when I tried to pay the rent. They refused toet me know what I exactly owe.

  Business Response

  Date: 09/28/2022

  Good morning,
  
  This resident is referring to fluctuations in her utility billing which is paid with her rent. There was a recent ownership and management change (7/19/22) at the property. The lease is still being enforced and utilities are billed according to their Utilities Addendum. From month to month, water/sewer/trash/common area gas and electric amounts will vary.  I cannot speak to how prior management determined these amounts specifically, however there will always be fluctuation due to seasonal utility usage.
  
  Her rent payment in August was returned by the bank so she had to make an additional payment to cover it, but aside from that I am not sure what shes referring to when she says she was screwed in September.  
  
  *************************** | PROPERTY MANAGER
  o:  ************ 
  

  
  

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/30/2022 I moved out of a unit. They inproperly "completed my move out charges" which now their corporates collections is demanding money when I should be receiving a $47 refund from the property. On 08/12/2022 I received the finalized move out statement that was corrected to reflect proper charges showing I should be receiving a $47 refund. On 08/29/2022 I received an email from Avenue5 Billing (corporate collections) stating that I owe them money. I sent them the letter from the assistant manager from The ****** who completed my move out statement showing I should be receiving a refund. Avenue5 billing has not reached out to me with a confirmation of fixing the error. I checked their billing account showing it still has not be updated from the assistant manager completing my move out statement. I also still have not received my refund check of $47 and it has been 34 days. I am asking that their corporate collections fix their side before this hits my credit and I have to seek legal actions for improper charges on my account. As well as a refund check update since I have been waiting over 31 days from move out.

  Business Response

  Date: 09/27/2022

  Hello, 
  
  I have responded. This issue was resolved and the former resident has received all deposits owed to her. 
  

  
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17899937
  
  I am rejecting this response because:

   

  refund still has not been received by mail. Informed management. Stated they would request re-issue and provide new check number. This still has not been done. 
  
  Sincerely,
  
  Jaden *******

  Business Response

  Date: 10/21/2022

  Hello, 
  
  They should have received it. They stated **** didnt deliver the 1st payment, we then voided the check and reissued it. I let them know that the new payment was mailed and I havent heard from them again. I assume they received the 2nd refund. 
  
  
  Thank you, 
  
  ***************************** | SENIOR PROPERTY MANAGER 
  

  
  

  Customer Answer

  Date: 10/21/2022

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