We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Property Management

Avenue5 Residential LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

This profile includes complaints for Avenue5 Residential LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Avenue5 Residential LLC has 697 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 630 total complaints in the last 3 years.
    • 461 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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:
      Resolved
      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:
      Answered
      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:
      Unanswered
      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

    • Initial Complaint

      Date:02/12/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Resident of *********** through avenue5 for two years. Bad marriage ended and we were all paid up. My wife received a deposit back. Both of us were listed as lease holders and now via background check they are claiming I owe with no receipts to verify. They never contacted me even though they had my email and address.

      Business Response

      Date: 04/16/2025

      Hello,

      Please provide the name of the property this occurred at so we may assist you further. We are unable to involve the appropriate parties until we have that information.

      Thank you.

    • Initial Complaint

      Date:02/12/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      1. Incorrect Rent Charges and Delayed Refunds In November 2024, I signed a new lease under the "Value Resident Program," which reduced my rent from $1,650 to $1,321. However, due to an issue between the Flex payment system and property managements posting, I was charged the incorrect amount in December.I reported this issue on December 2nd, but it took until December 30th to receive a response from this management team. Management claimed my December rent had been refunded and that I would not need to pay rent for January.Yet in February, I was told I had a "carry-over balance" of $648.64 from Januarywith no prior notice or explanation. There was no email, no call, no explanationjust an arbitrary charge.2. A Ledger That Makes No Sense The ledger provided is a disorganized mess filled with redundant entries, unexplained reversals, and charges that contradict what I was ******* December rent was refunded, then reversed multiple times in January, artificially creating a balance that should not exist. I was incorrectly charged for a Security Deposit and Point of Lease Resident Insurancedespite providing proof of insurance on December 30th to remove erroneous charges.3. Unresponsive and ********************** I was assured over the phone that I would not need to pay rent for January. When I later requested written confirmation of this agreement, I was met with complete silence, excuses, and a refusal to provide proof.4. Financial Incompetence at Its Worst The ledger is riddled with double charges, incorrect reversals, and unexplained ******* this point, its clear that either management does not understand their own billing system, or they are intentionally making it impossible for tenants to challenge their errors.I have gone out of my way to resolve this issue amicably, including reaching out multiple times, providing documentation, and asking for clarification. Management has done nothing but delay, deflect, and obfuscate.

      Business Response

      Date: 04/25/2025

      Hello,

      We have a legal hearing scheduled for early June with this complainant. There is no resolution we can offer that hasn't already been offered to this complainant before the hearing.

      Thank you.

      Business Response

      Date: 04/30/2025

      Hello,

      Please see attached for that documentation.

      Thank you.

      Business Response

      Date: 05/14/2025

      Hello ****,

      We have spoken with the property management team at **** on ******, and we are unable to provide resolution at this time for your claim. We do have a hearing scheduled with city of ******* for early June, and look forward to mediating the issue there.

      Thank you.

    • Initial Complaint

      Date:02/10/2025

      Type:Order Issues
      Status:
      Answered
      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'm not liable for this debt with Lookout At The Ridge Apartments. I do not have a contract with the *********************. They did not provide me with the original contract as requested

      Business Response

      Date: 04/18/2025

      Hello,

      Avenue5 is not the entity charging you for collections. This is ******** According to our property records, you were evicted on October 22 2024 with an outstanding charge of $16,045.68. Once we submit this to *******, you are liable for the debt as well as receiving communications from ********

      Thank you.

    • Initial Complaint

      Date:02/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      10/18/24 I started an application to an apartment. I did not submit the application because I saw how expensive it was. The apartment complex is now trying to charge me move out settlement fees for the application I never submitted in the amount of $224.64 -the application was submitted by the apartment against my will -they are threatening to send charges to a collections agency

    • Initial Complaint

      Date:02/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 apartment complex failed to make sure that the mailman is properly closing our mailboxes many of the mailboxes do not have a mailbox door. So the mail is just sitting in the open. They are neglecting to watch the cameras inside of the mailroom to ensure that their residents personal information is protected. I have pictures and videos of this as well. One of their employees ***** is extremely rude and I have talked to corporate and the main office plenty of times and they have yet to resolve this issue with their employee.

      Customer Answer

      Date: 02/05/2025

      Good Afternoon,

       

      I have spoke to the property. They have advised me that there has been a work order put in to fix the mailboxes and they all will be fixed. I no longer need to follow through with my complaint. Thank you for looking into this in a timely manner.

       

      Have a great rest of your week!

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/30/24 I informed duet apartments managed by avanue 5 that I had roaches in my apartment several times , after multiple days they scheduled pest control with instructions of leaving the property 6 hrs do the chemicals being used. I let the complex know that the two days notice was not enough time for me to find a place to take my service animals and that rescheduling wasnt an option due to my wife being pregnant and my child being 10 months at the time didnt not want to risk the health issues caused by roaches. So I informed duet I will be getting an hotel for the night December 2-3 costing $132 , duet then responded telling me that I could leave my cats in the apartment during this and that it was my choice to get a hotel I then reached out to the pest control company and they informed me that leaving my animals in the unit would most likely result in them dying , after notifying duet I was met with the response on the phone cant you just wait at a ********* for 6 hours with your cats and baby so after all that I was forced to hold my owns family health in safety to a high regard while duet obviously didnt , Fast forward to jan 18th ireported several spots of mold on my master bedroom to duet and vacated the property again due to having a pregnant wife and small child due to the high cost of things we where forced to travel 6 hours away to our closest family as well as losses wages from work and travel expenses, duet informed me on January 28th that in January 24th they conducted there own personal test and even though theres mold present the levels are safe, I then requested my rent to be adjusted to reflect the 10 days I was out of the unit due to mold , duet has now told me 1/30/25 a vendor from a 3rd party will be ripping out dry wall and treating the area and it wont be done untill 2/5/25 ************************************************************************** due to the affected area being under 10 ft, I have all documents

      Business Response

      Date: 06/10/2025

      Hello,

      We have spoken with the property manager at Duet and can provide the following context.

      Here is a summary of events that occurred after we received the service request from you regarding finding a cockroach in your unit, and the subsequent concern regarding organic growth reported in their unit. Please see the timeline below for reference:

      Pest Control Concern
      November 27, 2024: Duet received a work order submitted by you reporting ***** activity in your unit.
      November 27, 2024: On the same day, Duet notified both you and ***** that pest control treatment had been scheduled. Preparation instructions were also communicated, with notices to be posted on their door.
      November 30, 2024: ***** emailed Duet expressing concerns about the inconvenience of the required prep and indicated they would prefer to stay in a hotel on the day of treatment. The email did not specify how many nights they planned to stay or include any cost estimates.
      November 30, 2024: In response, and per guidance from Regional Manager **** *****, you were advised to contact their renters insurance provider regarding potential reimbursement for any hotel accommodations.
      November 30, 2024:  Within the same email thread, you inquired about the earliest possible date they could vacate the unit without incurring a lease break fee.
      *There was no subsequent communication from you or ***** regarding this matter.

      For the moisture concerns, It sounds like the residents had made plans to move and had started moving early. When they removed some items in the primary bedroom, they found some small spots behind furniture and in the closet. We inspected and found no moisture concerns. Most of the spots were behind furniture and on exterior walls. I replied and let them know that these issues can happen when there is poor air circulation in the home and the maintenance was able to clean the areas. I was scheduled elsewhere after this but it looks like the resident requested copies of the tests. Someone onsite replied and let them know that we would be removing effected drywall and replacing.

      We communicated with you in an appropriate manner, and were able to send maintenance and pest control to rectify the issues. We will not be issuing a refund at this time.

      Thank you.

      Customer Answer

      Date: 06/10/2025

       
      Complaint: 22885313

      I am rejecting this response because:
      If you look at the photos  above  I can provide time stamps as well if needed , exterminations process was scheduled for December 2nd  that picture I have included in this complaint is from January 18th , I had 5 fresh traps filled with roaches  would you consider that problem taken care of ? 
      secondly , early *******  reported mold in 3 areas    Was very reasonable and quick to respond to get a resolution , as you  myself and everyone else know black mold is dangerous especially to someone whose pregnant and a child . You claimed to treat all the areas  however if you look at the photos included in this reply  from  February 21st  the mold is very much still present , due to duets cheap and shady dealing in the past I figured  the mold would still be present which is why my family and myself moved out asap the same day I found the mold , and chose not to return to the unit  when duet said the mold was taken care , and I was clearly right to make that choice as stated before signs of mold still present February 21st . This is un ethical and what I think personally avanue 5 and duet apartments did was they saw all 3 areas of mold I reported they treated 1 of the areas with a 3rd party company  and simply washed the other areas so that it would be under the amount needed to be treated before theyd have to reimbursed me. To summarize the issue , mold was reported early January I took my family out of the unit for our own health  and by late February when my lease was up the mold was still present  even after they claimed the mold was taken care up resulting in me paying ************************************************* the unit and all of February . It just goes to show they only care about money and not the health and safety of there tenets .
      Sincerely,



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

      Business Response

      Date: 06/30/2025

      Hello,

      The services were issued and the pest control supplier was deployed after the communication on December 2nd. Per the lease, this is the property manager acting to rectify a solution in your living arrangement. Pest control continues to be deployed at the property.

      Thank you.

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 22885313

      I am rejecting this response because:
      You claim that the mold was treated , yet from the photos I provided  weeks after the mold was claimed to be treated and cleaned the mold was still present . Again I had a child under 1 and a pregnant wife at the time , the  presence of mold cost me over $4k to move my family in a short notice for my family safety and think I would deserve to at least be refunded for a month of rent I did not stay at the unit due to the mold . Again I do not think anyone  should have to live in a unit that black mold is present especially after its deemed  treated  
      Sincerely,

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

    Avenue5 Residential LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.