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

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  Aura Burnside

  77 NE Grand Ave Portland, OR 97232-3548

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  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:08/05/2022

  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 2021. They sent me a 148 $ bill for damages few months later . Thats illiegal Then they forwarded that to collections agency.I never got a refund of my deposit . I left that apartment in pristine condition . The maintainence manager signed off on it said I will get my refund never got that !During the move out process in 2021 the junk removal car company truck hit their garage entrance door . I was told the gate is broken and its my fault ??? I have a video of the parking gate working just fine the next day after it was hit by the truck from the junk removal company . I called the current manager a *************** he told me my 500 $ security deposit was applied to the broken gate and this 148 $ is additonal for broken gate ???I have it on video !!! It didnt break !!Plus they keep giving me the run around .*************** gave me the number for financial department who says they have no record of any of this . Its all back and forth . I lived there 3 yrs that gate was broken on and off multiple times . They just figured out a way to blame it on me ? Are they crazy !! I have a video its was working just fine after the junk removal company truck hit it !!!How are these people allowed to continue to do business ? Please do email me so I can send the video its larger than 5 MB!!!

  Customer Answer

  Date: 08/08/2022

  5550 *******************

  *********** California 90028

   

  Its managed by Avenue 5...

   

   

  Business Response

  Date: 10/18/2022

  Hello There,

   

  In response to the complaint sent to ** by Better Business Bureau regarding:

  Customer Information:
  *****************************
  **************************************************************** 90028
  Daytime Phone: **************
  E-mail: ***************

   

  ***************************** moved out of ******************** on 6/20/2021. 

  At that time the movers hired by ******, hit our garage gate on ******* Avenue and damaged it. 

  The truck was stuck and we had to assist with them backing it out to eliminate further damage.

  When ****** was in the leasing office to return the keys on the apartment, the management staff informed ****** that there would be a charge to the move-out statement for the damages.

  Please note there are multiple garage entrances, so ****** could be referring to another garage entrance that was in working order.

  Also the ******* Avenue garage is not the proper garage for move-ins or move-outs, as trucks do not fit at this entrance.

  We suggest that maybe ****** should request damage reimbursement from the moving company hired to move out of the apartment.

   

  The move-out statement (Statement of Deposit) was completed on 6/25/21, reflecting a charge of $450 for the gate damages, in addition to any final utilities, and painting.  No cleaning charges were billed.

  The Security Deposit on hand was applied to all final charges, leaving a $158.83 balance due. 

  This statement was emailed to ***************************** at that time.

   

  The balance has since been turned over to a collection company and therefore, they are attempting to collect at this time.

   

  Thank you,

   

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

   

  ******************** 5550 ************** ***********, ** 90028 *************** PROFESSIONALLY MANAGED BY AVENUE5 RESIDENTIAL | AVENUE5.COM

  
  

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 17680040
  
  I am rejecting this response because:

   

  I was not driving the vehicle.

  You cannot hold me responsible

  In addition I have a video of the gate working the very next day before any repair technicians came .  I have the video on my cell phone, manager at that time claimed it was broken ,but it wasn't. She was impossible and nasty to deal with .There were multiple complaints about her and I believe she was fired by the company eventually after I left.

  In the 3 some years I lived there the gate had broken down multiple times... it was crappy to begin with. 

  You cannot bill a resident months after they moved out . Its illegal to do that.

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

• Initial Complaint

  Date:08/05/2022

  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 roommate ***************** and I were promised a 2 bedroom, 2 bathroom apartment at a rate of $1474 a month for a 13 month lease. We waited days and the company never provided a lease for the unit. The manager finally called us back and claimed I dont know when your unit willbe available and $1,474 a month is not the correct price.We were never refunded $600 in deposit and application fees for the apartment. This is outrageous and we are demanding our money back or the 2Bedroom, 2 bathroom promised to us.

  Business Response

  Date: 10/25/2022

  Hello,
  
  The PM has informed me that it looks like this is a former applicant from July. It appears that refund check was issued to the address the applicants input.
  

  
  

• Initial Complaint

  Date:08/02/2022

  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.

  My partner and I are former residents of Avenue 5’s *** ****** in Vancouver WA. Our move out date was 4/30/22, and we still haven’t received our security deposit. We gave them the address of our new residence before moving out. We have tried emailing, calling, leaving messages etc to the building manager and to Avenue 5, with no response. We had a move out balance where we still owed for utilities, which we paid. Before paying this, I called just to confirm that the balance was correct, and on that phone call an Avenue 5 employee confirmed with me that we left the apartment in good shape and that that was all the money we owed.
  
  I also want to put it out there that we went 3 months in winter with our hot water going between cold and lukewarm, never hot. The issue started just before Christmas, and we tried calling, emailing, and filling out a repair request form twice. All of which were ignored until we got a new building manager, who still took two weeks to resolve the issue, at which point it was early March.
  
  Avenue 5 has proven to be so unhelpful with our issues to point of it being illegal, and they still owe us our security deposit as of today (8/2/22).

  Business Response

  Date: 08/29/2022

  Hello,
  
  I am showing this resident moving out with a balance owed to us. Please find their Move Out Statement attached. It may be difficult to decipher, because we have written the balance owed off. The balance has been sent to collections, so the debt is owed to another company, and we do not want it to continue to show on our books.
  
  You will see a charge on 5/3/2022 that says “Final Vacant Electric”. This is the final charge before the write offs are entered. The balance showing on that line of the ledger says $756.88. This ledger has gone out to them in the mail, and they are responsible for paying that debt to the collections agency. We will not be issuing any refund to these former residents.
  
  Please let me know if I can answer any other questions for you. 
  
  Thanks,
  
  **** ******* 
  

  
  

  Customer Answer

  Date: 08/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The information in the response is incorrect. Our final move out balance was $456.88. I called to inquire what this final charge was for, because it didn’t specify online. On that call I was informed it was for electric we still owed, and that we left the apartment in good shape so that was the only charge. We paid that balance May 31st 2022. The move out list names several nondescript custom charges, and we would like an itemized list of materials purchased and labor costs after we moved out. We still feel we are owed our security deposit, and we are willing to take this to small claims court. 

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

• Initial Complaint

  Date:08/02/2022

  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.

  I rented an apartment at ********************* which is owned by Avenue 5 and I was scheduled to move out in February 2022. They sent me a renewal lease agreement in early February 2022 via email and raised my rent significantly. I responded directly to their email informing them that I would NOT be renewing my lease and that I would be moving out on February 24th, when my lease was up. On February 24th, I went to the office and turned my keys in. I told the woman that I was moving out of unit **** South and gave her my keys and asked if there was anything else I needed to do. She said no and that I was all set, so I left. Ever since I moved out, Avenue 5 has been charging me rent for living there when I informed them I was not. i did not sign a lease agreement to this and they continued to charge me. I then made email contact with their office and ******* sent me an email that they would be removing the charges on the account since I proved that I was no longer living there and it was their mistake. A week or two later, Avenue 5 sends me an email stating that I am being sent to collections for not paying the balance of $7,500 (that I do not owe). They said they can't talk to me because the account is at collections, so I called their collections agency and they informed me that they don't have my file. I immediately contacted Avenue 5 again and told them collections doesn't my file and to clear the charges. I have not received a response since. I contact them every day and they do not respond.

  Business Response

  Date: 08/05/2022

  Good afternoon,
  
  We will waive rent and all fees.
  
  Please see attached email from our billing department.
  
  Please let me know if we can help with anything else.
  
  Sincerely,
  
  
  SUNSHINE *****| PROPERTY MANAGER
  o:  ************
  

  
  

• Initial Complaint

  Date:08/02/2022

  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.

  Moved out of ********************************************************* ,6/1/2022 Thoroughly cleaned the apartment, behind fridge/stove ,no damages, nothing needed to be replaced and we did not get a deposit back or an itemized list explaining why.

  Business Response

  Date: 09/14/2022

  To whom it may concern, 
  
  ******* and ****** moved out of unit 32 on 5/31/2022 on 6/8 they were sent a move out statement of balance owing. 
  
  Charges included:
  
  
  Cleaning fee of $150 
  Carpet Cleaning Fee of $290 
  
  These were estimates at the time of move out.  The unit ended up costing more due to the condition the unit was left. We did not bill the additional account. Bills are attached. 
  
  A move out statement and balance owing of 140 was sent to the above tenants on 6/8/22. This was a unit transfer, and they still live onsite.  
  
  ***************************** | | REGIONAL MANAGER
  

  
  

• Initial Complaint

  Date:07/27/2022

  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.

  On July 19th, ****************************** writing that my ** unit broke. On or around July 22nd, the **** company, ***** showed up and I spotted the worker in his work van, entered my apartment and realized the ** was still not working, so I approached the van and asked if the worker needed to be let inside. The worker stated that ***** (maintenance man) hit reset on the ** unit and it was working. I told the worker that the ** is broken and it was not blowing cold air. He said he would call ***** and let him know. Minutes later, ***** arrived and agreed that it was broken and said he would try to replace the unit that day, Monday by the latest. Per RCW 59.18.070, this is unacceptable, as this repair should have been done within 24 hours. Monday came, and the ** unit was not replaced. I got off work early and went to the leasing office and let them know that my ** had been broken. A female and male worker were inside the office and read notes from the "repair" and stated that ***** said they had fixed the issue. I told the man that I could show him that this was not true and my ** unit was still broken. The man followed me to my apartment and agreed that the ** unit was not working. He said ***** was not in that day and he should be in tomorrow (July 26th). Yesterday I sent an email including the Landlord/Tenant laws and shortly after received a phone call asking if they had permission to enter my unit to replace the ** unit. I arrived at home yesterday evening to find out the ** unit had been replaced, hoping to relax in an apartment with **. This was not the case. The "new ** unit" was not working. It was working the same as the old ** unit, to my disappointment. I called the after-hours emergency line and a worker came to check things out. The thermometer was reading 96 degrees. I need this to be resolved, due to the fact that at this point illegal activity is occurring, violating my rights as a tenant.

  Customer Answer

  Date: 08/02/2022

  The apartment complex name is
  
  ***********
  803 ************************************************************

  Business Response

  Date: 10/24/2022

  We have been in contact with ************** during the process of getting his **** repaired/replaced. We had ***** Mechanical inspect the unit out for **************. The unit was cooling and functioning according to ***** Mechanical. After further evaluation when ************** entered a second service request, replacement was recommended. Our Maintenance Supervisor then replaced the unit and the new unit was defective. We had to order another new unit and unfortunately it was on backorder. We immediately supplied ************** with our brand new portable unit until the new unit arrived on backorder. As soon as the new unit arrived we contacted ************** and replaced the unit. The process did take some time due to it being the middle of the summer months with parts on backorder, but we stayed in contact with ************** and took action immediately. The **** system has been completely replaced with a brand new unit. All workorders in regards to **** have been closed. 
  

  
  

• Initial Complaint

  Date:07/26/2022

  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 been living at ******************** apartments for almost 2 years and I was hoping to renew my lease. I had zero problems with the prior management. They were absolutely fantastic. They brought the community together with drawings and decorating competitions for Christmas, and even sent out renewal notices in march of 2021. When Avenue 5 took over, there has been no one in the office whenever I try to stop by. And I have barely ever been able to get a hold of them via phone or e-mail. The maintenance guy is super nice and has been very helpful. The most recent time he was out, when I set up the time, I left a message regarding that and renewing the lease, and they never got back to me. Since then I have tried calling them, sending them a message via the resident portal and sending in a maintenance request to at least talk to someone. I thoroughly enjoy my apartment, regardless of how old the appliances are, however the experience I have gotten from this new management is awful. My hope is that maybe they will finally reach out and we can figure out a solution. And maybe they can get someone in the office to make future interactions with myself and other residents more pleasant. Currently I have about 40 days left on my lease, and have not gotten a call back or renewal offer. This company has many issues that it needs to resolve.

  Business Response

  Date: 09/20/2022

  Please see attached.

• Initial Complaint

  Date:07/26/2022

  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.

  I completed a one year lease at Zinc Apartments in ******* on 6/27/22. On 6/29/22 I received a final statement that stated I was due a refund of $1,109. I have contacted the property numerous times by phone and email. I have contacted the corporate office by phone and email. I have been told the check is mailed by the corporate office and it can take up to 30 days. In accordance with 33-1321, you are required to return the deposit/refund within 14 days from the termination of the lease. As of today no one will answer my question has it been mailed out yet? This company disregards the state law on returning deposits/refunds. Its disheartening to see that there are many other complaints just like mine. We are required to pay rent on time or receive numerous fees, but the company has no shame holding money due back to their renters once they move out! I would like to have this matter resolved before having to take a different course of action.

  Business Response

  Date: 09/06/2022

  Hi,
  
  We have spoken with the customer and verified that she had received her refund the day you sent the first email.
  
  Please let me know if you need any additional information.
  
  Thank you,
  
  ******* DAVIS | PROPERTY MANAGER 
  O:  ************ F:  ************
  

  
  

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and want to note that the check was received 8/8/22.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/20/2022

  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.

  In April of 2021 in ********, ** on the ***************** property I was robbed, stalked and harassed by a group of *** offenders unknowingly living across the street. I had to vacate immediately and initially the company was quite accommodating, offering for me to break the lease without the lease termination fee I moved out and paid final rent due. There was an issue obtaining the police report that they wanted on my end, so I gave them all necessary information to call the police department as a professional entity and obtain a copy of the police report from either the police station or their own rental insurance parter and moved on from the situation.2 months later with no warning, they sent me an email demanding the lease break fee. I called the former property manager and received zero response or call back . I then called Avenue 5 and the person holding the file (*********************) and after explaining the situation to him, he ensured me that he would forward all information back to the original property manager and let me know if anything else was needed. I once again moved on with my life. At this point as well, I put in an electronic request for my own copy of the police report (this request was said to take 12 weeks to process). I also forward this information on to the billing department, let him know I was trying my hardest to obtain the report but they were authorized to call the police department and obtain a professional copy with the number I provided. ********************* ensured me it would be taken care of and the right people would be informed. 3 months later, I receive a letter from a COLLECTIONS AGENCY that I am being sent to collections for NOT paying the lease break fee (this was not agreed upon) This is with absolutely zero warning from anyone at the original property, or this Avenue5 billing department. I contacted the billing department again and ********************* told me he could do nothing and not to contact him. **CONTINUED IN ATTACHED DOCUMENTS**

  Business Response

  Date: 09/07/2022

  To Whom It May ****************

  The ***************** team was made aware of this situation via email 4/27/2021. We advised the resident that the lease break fee would be waived once the police report was provided. We did not hear from the resident again until 6/26/2021. On 6/26/2021 the resident emailed stating that the police report had been finalized, she was picking it up Monday  6/27/2021, and would bring it to the leasing office, however the police report was never brought to the office. The resident then emailed on 7/6/2022 that the police will be emailing us the report the following morning, we never received an email from the police with the report. On 7/19/2021 the property manager emailed the resident asking  if she was able to provide the police report, and asked her about July rent as it had not been paid, the property manager let the resident  know shed be responsible for rent until she returned keys. The resident responded, that she would bring the police report and the keys that week. She finally turned keys in 7/31/2022, but no police report. We processed deposit accounting with the termination fee included due to not receiving the police report and a copy of the move-out statement was emailed to her as well as a physical copy by mail.