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

• 

  Avenue5 Residential LLC

  16520 North Rd Bothell, WA 98012-5991

• 

  Eagles Landing

  2785 Eagle Dr Ammon, ID 83406-5711

• 

  Aura Burnside

  77 NE Grand Ave Portland, OR 97232-3548

• 

  Century

  3720 N Vancouver Ave Portland, OR 97227-1430

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:08/31/2022

  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.

  The pool in the back end of the complex, next to the dog park, is brown. practically raw sewage at this point and management does not care. I feel I should not be paying for amenities that are unusable.

  Business Response

  Date: 09/20/2022

  This pool has had parts repaired and replaced. There are 2 other pools on site that the residents can use. 
  
  ***************************, CAM | PROPERTY MANAGER
  O  ************
  E: ************************************************
  
  

• Initial Complaint

  Date:08/27/2022

  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 have lived in the ******** Apartments, owned by Avenue 5 over two years. There has recently been new management before I reluctantly re-signed my lease this last June. After the moratorium had ended causing our rent to not increase in 2021, they increased my rent 20% ($340 a month). I tried to bargain for anything I could to try and reach a compromise. They refused to work with me in the heart of inflation that has not been seen in over 40 years.. I reluctantly signed the lease; they expect me to pay for 60% of new carpeting after this year, when the carpet was so poorly installed it bunched up and ripped while I was moving in. I have demoed and installed carpet personally, and I have never seen a worse job of installing "new" carpet when we moved in. I have been unknowingly, until a month ago, paying $5 a month for pest control.However, when the new management took over, my cat has worse fleas than ever before. have asked them several times to schedule me for pest control to come in and eliminate the fleas. I have been there in person and over the phone. I have been told twice that they will call me back to schedule an appointment and it has been a week since my last request and have heard nothing.The swimming pool has been closed for weeks in the hottest part of the summer. The water is green, and we have been given no explanation to why the pool was closed and if it will reopen.I had a woodpecker make a hole in the exterior of my apartment which is closest to my kitchen inside the apartment last summer. I have contacted them multiple times because there has been multiple nests inside the hole. Nothing has ever been done about it.My car was recently ransacked in the apartment parking lot overnight. Claimed they have night time security however I have never seen them even though I leave early to go to work. There were some sentimental items of mine that were stolen. I was given no resolution.Pics are of the pool and appliances in front of my porch for weeks

  Business Response

  Date: 09/28/2022

  Avenue5 took over managing ******** Apartments five months ago and a new manager started one month ago. We are more than happy to meet with ******* at the leasing office to help resolve any issues he is experiencing in relation to maintenance in his apartment. In regards to his vehicle it is unfortunate he is experiencing that and we would encourage he contact law enforcement and/or his insurance company.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  In June of 2022, I asked the corporate headquarters if they would let us out of our lease. My husband is disabled and has imbalance issues to the point he falls. I can't pick him up anymore and I have to keep calling 911 to have them come pick him up. I asked them to let us out at the end of October so that we can move back east where I have family who can help me take care of him. I have received nothing from these people so I called the office of our complex and they said they would get back to me but so far nothing. We've had nothing but problems with this company since they bought the complex.

  Customer Answer

  Date: 08/29/2022

  Colton *********************** ******************************************************************

  Business Response

  Date: 09/26/2022

  Im not sure I have anything to add. *** reached out to this resident and she has not answered so I left a voicemail. Like I said previously, I wouldve never guessed she made a complaint because how she has always approached our conversations with no complaints or concerns so this is surprising to me. Not sure what I can do here to remedy the issue

   

  Thank you,

   

  *********************** |Senior Property manager

   

  Business Response

  Date: 09/28/2022

  As of September 28th, corporate has not heard from ************** regarding the concern she stated was discussed. When she submitted her notice to vacate, we contacted her to see if there was anything more, we can do regarding her reasoning for moving out. She stated she was moving out of state. We are happy to work with her and resolve her concerns if she would like to contact myself at *********************************** or if she can contact the Property Manager at ********************************.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17769662
  
  I am rejecting this response because:

  I have contacted the office and corporate with no response. I was never called on my cell or home phone. I just want out of the lease so I can take my husband back east. How difficult is that. I just don't want it put on my rental record that I broke the lease because I have tried to contact the office a number of times and got the front girl who said she would tell the mgr. I've never had a problem with ******* but the other office people yes.

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

  Business Response

  Date: 10/27/2022

  We have had the resident fill out a recission agreement and she has vacated.

  Customer Answer

  Date: 10/29/2022

   
  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:08/22/2022

  Type:Order 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.

  Greetings I file this complaint because the apartment I rent from Avenue 5 Residential LLC has serious roof leaking problem.The first roof leaking happened in 8/5/2022, the second roof leaking happened in 8/21/2022. We write an email to Avenue5 Residential on 8/4/2022 about the leaking and we got no reply from the Avenue5 Residential LLC.Based on that, I dont think this apartment is in livable condition. And it is already damaged our safety in the apartment we rent from Avenue 5 Residential LLC! We are very scary that the roof will crash in next rain or even in an sunny day. The office doesn't fixed the problem, and I don't think they care our safety. I have attach the photo of both roof leaking. Please responed to us quickly!

  Customer Answer

  Date: 08/24/2022

  Greetings Officers, 

   

  Thank you for reviewing my compalint, its good to hear from someone who care. I have list the information you need in below: 

   

  The apartment name is ********************

  The Street address for this apartment is **** South ***********, *****, *******, 85282

  The office's phone number is: **********

   

  Also, my apartment number is ****, I have complaint with local office, and they are asking me pay the break lease fee for $4600 due to their problem. My phone number is **********, my email adress is *********************** Please contact me if you have any other question, or if you need any additional informtion

   

  Thank you for helping us. 

   

  Best Regards

  Zishuo Li

  Customer Answer

  Date: 09/14/2022

  My name is *****************, my complaint number with my **************** is ********, I am happy to tell you guys that the complaints has been resolved. We can close the complaints now. Thank you for your help, *** you have a great day. 
  
  Regards
  Li 
  

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  On 6/29 I signed a 4-month lease at ***************************** unit #****. When I sent in my Inventory and Condition Form on 7/4 I made sure to make note of and to send in photos of water damage I noticed around the baseboards surrounding the A/C unit. The office let me know that they took care of submitting a service request.On 7/12 I moved into unit #**** and walked in to find it reeking of mildew. I saw a note taped to the counter about "sheet rock repairs" happening that day. Someone arrived that afternoon and took a look at the damage, which was severe by that point. The maintenance worker said he would return in an hour, but no one else came by that day. The next day, two men came by to test the water damage to the walls and let me know that it was "significant." Apparently the A/C unit was leaking, but unfortunately no one had actioned fixing the leak for over a week (as far as I'm aware, due to the extent of the continued damage). The office gave me the option to move into another unit. I had already woken up for the second morning in a row with a massive headache from the mildew and realized it was not healthy for me to stay there any longer. I moved into unit #**** on 7/14 and immediately reported water damage I saw above the shower. Someone came by and tested it for moisture, found none (even though it was wet to the touch), and patched a small hole. I was told by the office that it was "damage from a previous tenant." I could tell that the damage was worsening and submitted a service request on 8/8 to take another look. Someone came by to open up the ceiling and realized that there WAS a "severe" leak from upstairs, dripping at the rate of a drop/min. Over the next two days they repaired the leak through a hole in my shower ceiling and then repaired the hole. I have requested to end my lease at the end of August, but the request has been denied. The office has agreed to waive my $400 security, but I would like to both report Avenue 5 and move out asap.

  Business Response

  Date: 09/13/2022

  Hello,
  
  I understand *********** frustration, especially since she had similar issues in 2 different apartments. I did research to see what the timeline was and what steps were taken for the service requests. I wanted to make sure we did our due diligence to address the water intrusion issues within a reasonable time.
  
  Regarding #****, I see the water intrusion was reported on the Inventory & Condition form which was emailed on 7/4 to one of our leasing agents personal email. The work order was entered on Wed 7/6, as we were closed on 7/4 and the agent was off 7/5. Maintenance went in on 7/6 and repaired a leak, returned on 7/7 to verify it was dry, and scheduled the sheetrock repair to be completed on Tues 7/12.
  
  When ********** arrived on 7/12 and found moisture was still present, we provided her an option to transfer. She reported the moisture in the bathroom on your Inventory & Condition form for #**** on 7/14. Maintenance responded, found the area was discolored but dry and made a repair to the sheetrock. There was no additional reports of moisture in the bathroom until she and I spoke on 8/1. I submitted a new service request, but maintenance was denied access to enter b/c ********** was on a work call. 
  
  All repairs have been completed. Please know that we have done our due diligence to respond to the requests regarding the water intrusions. We have given ********** a refund for 3 days (******) as she reported the leak in #**** on 7/12 but we werent able to transfer her until 7/14, 3 days after you reported the leak. We have also waived the $400 deposit on #****.  
  
  With that said, we are not able to release her from the lease early, as we have addressed the water intrusions. I have spoken with ********** since this report and she understands that she is liable for the lease contract through her end date in November. 
   
  Please let me know if you need any additional info.
  
  *******************************
  

  
  

• Initial Complaint

  Date:08/15/2022

  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 moved out of Pine Valley Ranch Apartments on June 17th 2022. I provided notice of said move sometime around May 13th in which I provided my forwarding address. I did a walk through with a property manager in which I wrote my forwarding address on her check-out form. WA state dictates my deposit should be returned within 21 days. I received a call from PVR leasing on July 13th 2022 stating that they wanted to verify my address because my move out information was being returned. I called back on July 14th 2022 provided the forwarding address. I asked what documents were being sent and was told it was my invoice statement and that my refund check would be included. On July 19th 2022, I again received a call from PVR leasing asking to verify my forwarding address. I once again provided my address. To which the property manager stated that whoever input my address into the system did so egregiously incorrectly. I stated I was in the area and could pick up the letter if that was okay. I arrived and picked up the letter from the leasing office in which I saw the address listed on my forms did not even exist and was not what I had provided. My refund check was not provided and the statement stated that it would be mailed to the address on the form. So for the 5th time, I confirmed my forwarding address. By July 25th, I had still not received my deposit so I called PVR leasing and they stated it should be in by the following week. By August 8th, I still had not received it so I called again and this time they were a bit rude but they did contact their accounts payable to find out what was going on. It is now August 15th and still no refund. I'm just frustrated and want to close out this chapter of my life. I've been patient and respectful because I know it's not the leasing staff's fault but enough is enough. This is my last option before wasting all of our time with small claims court. Thank you.

  Business Response

  Date: 08/26/2022

  Hello,
  We received the complaint from *******************************. We are very sorry that this happened this way. There was a discrepancy with her address, she did call us and notify us that she did not receive her refund check. I did notify our accountants to check on it, and they did reissue it. We were in touch with her and she was upset but knew that we were trying to rectify the situation. The check was cut and sent and we recently called her and left her a message to see if she received the check. 
  
  ***************************** |SENIOR PROPERTY MANAGER 
  o:  ************  f:  ************ 
  

  
  

• Initial Complaint

  Date:08/14/2022

  Type:Sales and Advertising 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.

  ************* Apartment is managed by Avenue5. They have started towing residents and residents visitors for not registering with ********. First of all the Parking policies and requirements are not on the lease. The lease specifically says they can tow people according to state law. I had called the office and told them that my car was in the shop for repairs and I was driving temporarily a rental vehicle, I told them that I was putting a request for the pass. I accidentally sent 3 because I had forgotten to add the vehicle info. Turns out the requests were all denied and my rental was towed just for being parked in front of the building where I lease. I was not illegally parked as there are no signs saying I cannot park there, plus I had called and made the requests. The residents keep having this issue with registering vehicles online however I dont think is fair to have to go through so much just to park where you pay rent to live. Much easier yo just assign a parking to each residents. I am beyond upset as I had to pay to get the rental back to be able to go to work. I want the refund for paying the related fees for getting towed.

  Customer Answer

  Date: 08/17/2022

  1703 ***************

  *********** ** 78258

  Business Response

  Date: 09/13/2022

  Hello,
  
  We resolved this matter by issuing her a refund for her towed vehicle. 
  
  Thank you,
  
  ***********************

  
  

• Initial Complaint

  Date:08/12/2022

  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 moved out of an Avenue 5 apartment complex (Montane Apartments in **********) in June. At the time of our last rent payment, we should have only needed to pay just over half a month of rent (I believe 16 days), but we were told by someone in the front office that there was an issue with the billing system and we'd have to pay the full rent and receive a refund later. We paid the full rent and still haven't received this refund. We have talked to several different people in regards to this issue and we've heard different amounts that we should be refunded from everyone we've spoken to.I have been told by 3 different people that I should receive a call to explain the full breakdown of charges that were taken from the refund (things like the cleaning fee, utilities charged after move out, etc), but I still haven't received this call. I need to understand what the amount of the refund should be, and I need to receive this check for that full amount.

  Business Response

  Date: 08/17/2022

  The refund check was sent 6/23/22 #****. I can get a new check cut if the resident would reach out to me. 

• Initial Complaint

  Date:08/10/2022

  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.

  Starting in January this has been an ongoing issue with our rent and late fees appearing on the *********** Residents' Portal. After two weeks of being unable to reach our office or Avenue5 for support, I submitted a complaint on 2/25/22 (complaint #********) about the late fees appearing when on our end the balance is paid. After them sorting it out on 3/23/22 and reversing the fees, new charges began appearing on the balance as "Rent Adjustment" from August 2020. Changes in our rent from between 08/01/2020 and 12/01/2020, then again in 02/08/2021 now appear on the portal as $66 and $68 charges. Changes to our rent from 2 years ago were causing late fees! Was never notified about these new charges being added onto our rent, and since it did not show up to pay those adjustments, every month we were being charged late fees for something we could not see or pay in the portal.On 7/21/22 received a 14-day notice to pay the balance from 2020 and noticed more late fees were added. 4 months of $66 Aug. 2020- Dec.2020, and the $68 from Feb.2021 plus $75 fee from July. Meeting with the manager, she said she would reverse the fee and we agreed to pay the adjustments. July 29th they were paid, and then Aug. 3rd everything else was paid except the $75 fee, which after inquiring multiple days in a row, the manager instructed us to ignore.Now we have a whole new situation with the payment portal. Something is obviously wrong because the manager is telling us to pay $75 in utilities when on the portal it's the $75 late fee that was never reversed. According to her the fee was reversed on 7/6/22, but the portal clearly says the fee was added on 7/7/22.Avenue5 need to figure out why their portal is showing residents and the manager two completely different things. This is completely immoral behavior from Avenue5 and their staff.

  Business Response

  Date: 09/16/2022

  ****************************************** is not, nor has he previously been a resident at *********** Apartments. The address at *********** is 302 Greentree CT, ******** ** ********************************************************* the first attachment I have provided. The second attachment is a snip of the beginning of the complaint that states that the resident lives at *********** Apartments. I believe this was a mix up between *********** Apartments and *********** Apartments. If I can further assist you, please let me know. 

  Thank you,

  *************************
  Property Manager
  *********** Apartments 

   

  Business Response

  Date: 09/23/2022

  On 7/7/2022 residents finally came in after multiple attempts to address their balance. I explained to them that corporate adjusted their ledger which entailed correcting where the balance came from. After they sorted it out, it was an accumulation from their annula housing increase through ****** county housing authority. Each year, residents that are on housing, have an annual recertification which includes an evaluation of the residents income and housing decides on what the resident will pay the property and how much housing will. The resident receives letters from both housing and management in regards to this. They have to sign it and send it back to housing. So, for the resident to state that they did not know, would be false.

  On 07/07/2022 i agreed as a one time courtesy that i would reverse the $75.00 late fee with an  agreement that they would pay the balance of $342.00 that day. The resident only made a payment in the amount of $315.59 which left a balance of $26.41. On the 1st of August their utilities and rent came to a total of $1058.36. Housing paid their portion of $644.00 and the residents once again only paid less then what was owed of $339.36 which in return left their balance to ironically equal out to $75.00. Our system always puts any payments towards rent and utilities before anything else. This is why there is confusion with the system and what it says that their balance is for.

  On 08/10/2022 i sent the resident their ledger after they had continually argued with me about what they see on their end and what i see. I sent it to them to show that i did reverse their charge on 07/07/2022. Even after i sent that to them, they still proceeded to say it was not reversed. 

  On 08/17/2022 I emailed the resident to let them know that they still have not paid their balance and because of our agreement of me reversing the $75.00 late fee, if it was not paid in full then their ******************************************************************************* this email 3 different snips of their ledger once again showing them that it was reversed.

  On 08/18/2022 they paid their $75.00 balance.

  Customer Answer

  Date: 09/29/2022

  "They have to sign it and send it back to housing. So, for the resident to state that they did not know, would be false."
  >The rent adjustments in question were from 2 years ago(Sept. 2020- Dec.2020 and Feb. 2021), and the late fees didnt appear until this year. Obviously we had an annual recertification which noted the new rent amount for this year 2022, but the fact is for 2 years the adjustments were not visible on the payment portal until late fees went into effect again in January 2022. The new adjusted rental amounts did NOT appear on the pay portal until after i submitted the first BBB complaint about the late fees magically appearing for no reason.
  
  
  >The resident only made a payment in the amount of $315.59 which left a balance of $26.41. On the 1st of August their utilities and rent came to a total of $*******.
  First of all, we were instructed by management to pay everything except the late fee which would be removed, and we did. To say we paid less than the amount is absolutely true as we were instructed specifically by management to ignore paying the late fee. Secondly, the receipt was attached,"July 29, 2022 Payment.png", $319.54 was paid, not $315.59. If rent is ******* and housing paid 644, how does that still magically equal $75? 
  
  
  > Our system always puts any payments towards rent and utilities before anything else.
  The housing's federal subsidy payment is not authorized to go toward utility or anything else besides rent. If FHA funds are being mis-allocated further investigation is needed.

   

  Attached again are two receipts along with 2 balances on the payment portal showing a late fee is still there, and everything else was paid. One from July 27th balance before being paid with the receipt on the 29th. The second payment is from August 3rd, with the remaining late fee on the same day.

• Initial Complaint

  Date:08/09/2022

  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.

  Good morning, I am writing this complaint because I am being harassed and charged by Montane Apartments since April of this year. I applied for an apartment there and paid them $250 dollars for the application fee, and holding fee. Which is non-refundable! I do not believe this is ethical to charge so much for an apartment unit you may not even receive. At the time I was desperate to get out of my living situation. I paid this $272 on 3/21/2022 (confirmation #*********). They held my apartment for 2 weeks and then it was gone due to me not starting my new job on time. I lost the $250 and the apartment due to my application being cancelled. On 04/14/22 I received an email from them saying "Based on a thorough move out inspection your apartment post move out, only the charges you are responsible for are included in your move out statement". I never even signed a lease with this company and they are charging me? They have been harassing me since April sending me emails, that I have replied too and never got a response. I have called them and never got a response. I contacted the leasing agent who helped me before and he never answered. Now I have a debt collector letter in the mail saying I need to pay them. This is absolutely ridiculous to say I have a move out inspection when I never lived there before. I'm not sure if this company is trying to scam people with such a high application/holding fee and then charging them after their application is either denied or cancelled. It is unethical to charge so much and it does not even apply to a security deposit or is refundable. I would appreciate some help since this affected my credit score and has been extremely frustrating to deal with.

  Business Response

  Date: 08/19/2022

  Hello

  It should not have been sent to collections and I do not see that it was sent to collections on my end. I will contact our collection agency.

  She applied 3/21 and canceled her application 4/8. We will give applicants their deposit back if they cancel within 48 hours- she canceled in 19 days. We held this apartment off the market and lost out on other applicants since she held it then cancelled. The cancelation policy is in the application and rental criteria that she signed.

   

  *****************************, NALP|Senior PROPERTY MANAGER o:************

  
  

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Does this mean that I do not need to worry about this "debt collector" and can stop being harrassed by their company to pay something I already paid for? I need proper confirmation from them before I accept any of this as resolved. 
  
  Sincerely,
  
  ***************************