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:02/27/2025

  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.

  This apartment building high rise has 21 floors and has had all 3 elevators not working for 11 days. They have not resolved the problem and it is hazardous to tentants of the building. The building is also filthy and has cockroaches. It should be condemmed and this business should be shut down.

  Business Response

  Date: 04/16/2025

  Hello,

  We'd like to assist you further in your desired outcome. However, we cannot do so unless we know which property this occurred at. Please provide this information so we may help involve the appropriate parties.

  Thank you.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23000937
  

  This occured at the ************** in *******

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

  Business Response

  Date: 06/11/2025

  Hello,

  We have discussed this with the property manager and can provide the following context.

  While the manager has had minimal direct contact with you, you did reach out to our Regional Manager via email expressing your intent to terminate your lease due to concerns you experienced while residing at ************** which is largely centered around the inoperable elevators.

  You have not maintained communication with the office beyond your initial conversation with our Regional Manager, nor have you submitted any written correspondence detailing the nature of your concerns. That said, during the time referenced, the property manager can ensure that at least one elevator remained operational at all times. As of May 30, 2025, we have two elevators in rotation and operating with minimal to no delays.

  At this time, you are approved for release from your lease contract without penalty. No additional concessions or alternative proposals have been authorized beyond that.

  Thank you.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23000937
  
  I am rejecting this response from Avenue 5 LLC because of the following:
  
  The three elevators at the ************** were out of service from the evening of 2/17/2025 until 2/28/2025 which was over 10 days that the building was not wheelchair accessible and did not meet Texas code. The state of Texas tenant laws cite failure to repair as anything greater than 7 days. That is great that there are now two functioning elevators but this was not the case for nearly two weeks in Feburary which is why I am requesting rent compensation during this time. Please see email receipts from the time described with managers admitting that the goal was to have one functional elevator because none were working. Thanks.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/27/2025

  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.

  Prior to the management change at ******* at *******, I was owed approximately $700 due to a payment being misallocated to the wrong rental account. I was assured that a check would be issued to rectify the matter, but it never arrived.I made multiple attempts to contact Avenue5 Billing, only to be told they do not handle such issues and that I should reach out to their insurance partner, ********. On another occasion, I was directed to **** *****, who was allegedly responsible for handling these matters.However, before I could fully explain my situation, Mr. ***** began yelling at me, stating he does not process refund deposits or payments owed to collections. I repeatedly clarified that this was not a security deposit issue but rather a misapplied payment that Avenue5 still held. Despite this, he continued to shout over me, refusing to assist. I want to emphasize that his behavior was not only unprofessional but entirely unprovoked.Due to Avenue5s mismanagement, I was forced to pay the same amount twice. It was only after my current apartment manager intervened and spoke with ****** and the billing department that I finally received a response. Two days later, Avenue5 confirmed they had mistakenly mailed my check to the wrong address over a month prior.This situation could have been resolved much sooner if ****** had not ignored my calls (I had to change numbers to get her to answer) or repeatedly refused to escalate my request to a supervisor, citing that she was always on another call. Because of these avoidable delays and errors, I incurred expensive late fees that will not be reimbursed.I am formally filing a complaint against ****** of the Avenue5 ******************* and **** ***** for their negligence, unprofessional conduct, and failure to provide adequate assistance in resolving a straightforward issue.

  Business Response

  Date: 06/10/2025

  Hello,

  We have discussed this with our billing department, and can provide the following context.

  Upon reviewing the account, I see that an overpayment refund was issued to you. As a result, the account is now reflecting a balance due.

  Please see the attached ledger for that information.

  Thank you.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 22999791
  
  I am rejecting this response because:
  

  It took over two months along with being yelled at by one of the peers at the billing department, whom I stated in the initial complaint. I was almost evicted due to the misunderstanding and had to pay hundreds of dollars in late fees because of the billing department's avoidance tendencies.

   

  To attempt an additional 70 when those fees should be paid for first because they couldn't figure out the ledger as an admin error is even more insulting to top that off.

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

  Business Response

  Date: 06/30/2025

  Hello,

  There is nothing left for us to reach the desired resolution here, as you can see from the ledger we attached in the last response, the overpayment refund was issued.

  Thank you.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 22999791
  
  I am rejecting this response because of the lack of accountability by the team in charge processing claims and refunds. No compensation was ever requested, only for management to acknowledge incompetence and avoidance to complete a task which caused inconvenience for the new apartment managers and nearly caused an eviction to take place.

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

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Im living at townhomes at ****** and there is a bunch of cockroaches everywhere theyve gone into the food and I have 81 I contacted the multiple times theyve had people come out and spray over and over again. Theyve done a fog, but nothing works when they tell me that thosewill work today at 02/27/2025 they told me that the manager was gonna come down and look at the Place Im in right now at 10:30 and they still have not showed up Ive called. They said that they Were on their way. Nothing has been solved here. Everythings been Breaking in the kitchen, the people that come over to spray for the cockroaches have told me that the countertops and everything are breaking because ofthe cockroaches and they said they have told the office to replace those, but nothing has been done

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 paid a $350 deposit on 10/28/2024 at **** at ******** in ***************, ** which is managed by Avenue 5. They denied my application and I was to be returned $250 of that. I was told by someone in the office that the check was send to an old address and she requested that a new check be sent. That was not done, and I am still waiting for the check. I can't contact anyone at ********. Calls there are routed to an answering service then no one calls back. I have a hard time as well reaching anyone at **** at ******** and have to stop by to get any information. I think it has been far long enough, and I would like my admin fee returned as promised.

• Initial Complaint

  Date:02/25/2025

  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.

  am hoping you can help me resolve an issue I am experiencing with the apartment complex I live in. The complex has over 20 floors and I live on the 19th floor of the building. At the time of writing, all three of the elevators in the complex have been broken for 8 full days (since 2/18/2025). As you can imagine, it had been nearly impossible to live on the property and the property manager will not fix the elevators in a timely fashion. Each of the 200+ residents of the building pays a monthly $150 amenity fee, which includes elevator maintenance and access. I am seeking compensation or a solution to this issue and implore the Whitney Uptown to solve the elevator problem once and for all. There are individuals with disabilities who live in the complex that are undoubtedly trapped in their apartment units with no access to food or a way out. Thank you for your concern.

  Business Response

  Date: 04/16/2025

  Hello,

  We would like to assist you with your claim. We cannot do so unless we know which property this occurred at. Please provide this information so we may help you find a resolution.

  Thank you.

• Initial Complaint

  Date:02/24/2025

  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.

  The problem is basically committing fraud by the *** and reporting the units as empty and vacant so they are good deduction on money for that and then bring them out to make money from another way and the second active frog is a scan you supposed to rent and doing what theyre doing with him to with the police. It actually makes me furious that my money is wasted on it and the way I was done for Apartment that was not only not ready, but still under construction-smell like mold. They took 109 and now want 300 more.

  Business Response

  Date: 04/16/2025

  Hello,

  We'd like to assist you further with your claim. We cannot do so unless we know which property this occurred at. Please provide this information so we may help.

  Thank you.

• Initial Complaint

  Date:02/18/2025

  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.

  Over the weekend( Sunday) I had a water leak in my light fixture which got ask over my kitchen and lost power to the front half of my apartment. I tried contacting management multiple times and submitting maintenance requests on the resident portal and still have not heard from anyone! Its now Tuesday and I still have no power. This is extremely unprofessional. I would expect at least some type of correspondence to know the situation is being handled and I would think this counts as an emergency so as a business why are they not prepared for that? And now they are not taking calls so I cant get through to try and speak with anyone!

  Business Response

  Date: 04/16/2025

  Hello,

  We'd like to assist you further in your desired resolution. We cannot do so unless we know which property this occurred at. Please provide this information so we may help and involve the appropriate parties.

  Thank you.

• Initial Complaint

  Date:02/18/2025

  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.

  Moved into Aura Avant in December of 2024. I have had several maintenance requests put in with no solvency. There is a constant sewer smell in my master bathroom that this complex cant seem to figure out the cause of. There is also an unresolved maintenance requests put regarding my closet in the guest bathroom. The closet was improperly installed and maintenance staff has further caused damages with the door frame. They have replaced it and the door is still misaligned, did a sloppy install so badly its causing even more noticeable damages. Would like both matters resolved by aura Avant or a rent change

  Business Response

  Date: 04/21/2025

  Hello,

  After discussing with the property manager, we were able to confirm the following. After move-in on 12/24/2024, there have been 30 service requests placed for several items. The bathroom closet door was originally corrected in February. We have no

  heard anything back from you regarding this issue since it was corrected. The smell was addressed and related to a city-wide water failure. After the property manager, the regional manager, and maintenance supervisor walked the apartment with you we

   took notes and asked you if everything was completed and if not what else was needed to be addressed.Per your own record, everything was taken care of and there was no longer a concern. The property team has not heard of received and feedback

  from you after completion of the work. Confirming based on this information, the "job" is completed which is what you requested on this complaint.

  Thank you.

  Customer Answer

  Date: 04/21/2025

   
  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:02/17/2025

  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 work night shift, and maintenance has walked into my apartment 3 separate times at different hours of the day (these occurrences have been within the previous 2 months) to do mandatory preventative maintenance without waiting an ample amount of time for me to answer the door. They also have not called me or my husband first to notify us that they need to come in. They simply wait for two knocks and unlock the door and come in. This has scared us because I have been asleep and without my spouse present due to him working during the day. We have had several conversations with the front office and the maintenance team to please not enter the home unless we ask for repairs (which we have not needed in several months). They gave us verbal agreement that they would not send maintenance to our unit anymore, but proceeded to send them repeatedly anyway. Upon our continual discussions with them to please stop entering the premises, threading agent ****** has threatened that we are violating our lease simply because we feel unsafe with maintenance coming, especially under the same circumstances each time. We also have many boxes in the unit because we are packing to move, but we are still living here until March 6th, but because we have boxes in the apartment that are in the way of preventative maintenance ****** stated that to move them would be a violation of our lease. She continues to threaten us if we did not allow maintenance to enter, and continues to get in heated arguments with us when we are not comfortable with people repeatedly accessing our home. I have woken many times from sleeping to find multiple men in my home, and when I call out thinking it is my spouse, they stay silent and dont identify that they are here until I am able to become decently clothed to exit the bedroom. Each time they argue with me that they cant leave and need to do their job when I ask them to leave. We have never had these issues with any other residential company.

  Business Response

  Date: 04/16/2025

  Hello,

  We would like to assist further, however we are unable to do so unless we know the name of the property this occurred at. Please provide this information so we may help.

  Thank you.

• Initial Complaint

  Date:02/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 Jan 10 of 2025. I applied fo an apartment managed by Avenue 5. The Hoghlands in ***************. I paid a 200 refundable holding fee in addition to an application fee. I was denied and requested the return of the 200 and was told it could take 45 days for them to send me a check. I've called the office to get no one answering l. I.wamt the 200 back