Complaints

This profile includes complaints for Holland Partner Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Holland Partner Group has 79 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Holland Partner Group

  808 Washington St Ste 500 Vancouver, WA 98660-3577

• 

  Holland Partner Group

  6710 NE Vinings Way Hillsboro, OR 97124-7964

• 

  Holland Partner Group

  1525 9th Ave Seattle, WA 98101-0900

• 

  Holland Partner Group

  1001 Minor Ave Seattle, WA 98104

• 

  Holland Partner Group

  1287 Westlake Ave N Seattle, WA 98109

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:06/23/2025

  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.

  I applied to rent an apartment at *******************, managed by Holland Partnership. During my tour of the property, I was informed that the building had concrete walls, which was important to me for privacy reasons. After being approved for the unit, I visited again to take measurements and discovered that the walls between units were not concrete, as I had been told. This misrepresentation significantly impacted my decision.I withdrew my application within 2430 hours of approval and before signing the lease, but I was later informed that my $600 holding deposit would not be refunded. Initially, I was told by staff that they would try to support a refund, which led me to believe that my request was still under consideration. However, I was later told that the deposit was non-refundable due to a cancellation policy, which was not clearly communicated to me before or during the application process. The cancellation policy was only brought to my attention after I requested a refund.I was misinformed about the units features and policies, and after withdrawing early, I expected a fair resolution. Despite my efforts to address this respectfully, my request for a refund was denied, leaving me dissatisfied with both the units conditions and the handling of my application.Desired Resolution:A full or partial refund of the $600 holding deposit, given the misinformation I received and the early withdrawal from the application process.

  Business Response

  Date: 06/24/2025

  Dear Trinidad, 
  Thank you for reaching out. We understand that circumstances can change, and we appreciate you taking the time to share your feedback regarding your recent experience.
  We want to reiterate that our cancellation policy was clearly outlined at the time of your application and was also communicated again when you notified us of your decision to cancel. As your cancellation occurred outside of the allowed timeframe, we are upholding our standard policy and, as such, the application deposit is non-refundable.
  While we strive to be fair and transparent in all of our processes, we must apply our policies consistently to all applicants to ensure equal treatment. Attached is a copy of your signed agreement on our cancellation policy. 
  We do appreciate your interest in 1717Webster, and if you have any further questions, feel free to reach out.
  Warm regards

   

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23509020
  
  
  
  I am rejecting this response because:
  I made my decision to withdraw based on inaccurate information provided during my tour—specifically, that the unit had concrete walls. When I returned to the unit to take measurements, I realized the walls were thin, and sound traveled easily. This was significant to me because I value peace and privacy, which I believed concrete walls would provide.
  
  I submitted my application on June 15 and was told the approval process would take one day, but it ultimately took three days. As soon as I was notified of my approval, I visited the unit again and discovered the wall construction did not match what was described during the tour. I immediately requested a refund of my holding deposit based on this discrepancy. That was also the first time I was informed of the 24-hour cancellation policy.
  
  At that point, I had not signed a lease, and reasonably believed I was not yet committed. I also did not receive the follow-through guidance needed, as Martina stopped responding to my emails after June 16, despite my efforts to clarify key information. These communication gaps directly contributed to the timing of my cancellation.
  
  Given these circumstances, I am requesting a partial refund of the holding deposit as a fair and reasonable resolution that takes into account the misrepresentation and lack of timely communication.
  
  Sincerely,
  Trinidad Garcia
  

• Initial Complaint

  Date:06/03/2025

  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.

  Whoever moves into unit 1415 or 1425 needs to contact the city of westminster permit department for violations. An entire water heater poured from upstairs for hours and ran through the furnace, lights, and and etire electrical system, breaker panel downstairs. Water ran through literally HALF of a 2 bedroom apartment and was over an inch deep before it stopped. We had flickering lights and no heat for a month trapped in a fire hazard. The units are completely uninhabitable for over 2 and a half months and they did not pull permits. We were threatened multiple times by the property manager and charged full price rent to live In a flooded, fire hazard, moldy unit. Proper repairs and permits were never pulled against city code. It was a fire hazard and they just left us there as sitting ducks putting the entire building at risk of catching on fire. This is the SECOND unit we lived in that flooded, not the first. Report them to city authorities They habitually do not pull permits putting tenants health and safety at risk TONS of plumbing and electrical problems and code violations at *****. This is what they had us living in for over 2 months and we're charged FULL PRICE RENT.

  Business Response

  Date: 06/09/2025

  Dear *******,
  Thank you for your message regarding your concerns about Units 1415 and 1425. We take all tenant feedback seriously and appreciate the opportunity to respond to the issues you have raised.
  

  We are aware of the water-related incident that occurred and understand that it caused an inconvenience. As with any property maintenance concern, our team worked to address the situation within a reasonable timeframe. Multiple accommodations were offered in response to the situation, including a hotel stay, a unit transfer, and the option to move out without penalty for early lease termination. These options were declined, and you chose to remain in the unit.

  Regarding your comments about permits and code compliance, please note that all repairs conducted at the property are carried out either by licensed professionals or our qualified maintenance staff. If a permit was required for any specific aspect of the work, it would have been obtained in accordance with applicable regulations. To our knowledge, no formal violations have been issued by the City of Westminster and per your request a permit was obtained prior to the repairs being completed. Should the city or any authority have questions, we are always willing to cooperate fully.

   We also want to clarify that rent charges are assessed according to the terms of the lease agreement. However,due to the inconvenience of this situation a refund of rent was awarded and sent to you on June 2, 2025.Allegations of threatening behavior by staff are taken seriously. If there are specific incidents you would like to bring to our attention, we encourage you to submit them in writing.

  We remain committed to maintaining a safe and habitable living environment for all residents and encourage current and future tenants to report maintenance issues directly through our standard service channels so they can be addressed promptly.

   

  Thank you.

  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23414602
  
  I am rejecting this response because: we were only offered a hotel after my neighbors told you they were getting a lawyer. 9 days had already passed. You had no intention of getting us to safety as water was pouring through our breaker panel and furnance.  We should have been evacuate immediately the day of the flood for safety. That hotel wouldn't let us keep our dogs there while we went to work, yet we paid pet rent to live at **********; No tenants lock their dogs in kennels while they go to work. We were never offered proper relocation Or any other alternatives that matched what we actually paid for for our pets. Our dogs are legally on the lease and it is required by colorado law to place us in a comparable living situation including our pets because they are on the lease.

  Also, why on earth would we accept a THIRD unit in your moldy complex when 2 units already flooded. Nobody in their right mind would ever be willing to give you a THIRD chance. We never received any discounts and your math on what we are owed is completely wrong and against Colorado law for warranty of habitability. No electrician was called at all until I told you I was getting a lawyer. 12 days vefore we got an electrician to deal with fire hazard .We were never offered a hotel at all until my neighbors told you they were getting a lawyer and that hotel was not compatible for our pets. My furnace was not repaired for 25 days. You hired a company to repaint over massive damage instead of doing actual flood mitigation, mold testing,  moisture testing and proper drywall. Still through this day you have not cooperated woth the city of *********** or passed any inspection. There is tons of mold in that ubitrepairs and floor repairs. I called the city to report you and you were found in code violations. They forced you to apply for permits that you never were going to. You were never going to get a permit for my unit or the unit upstairs water heater until you were reported to the city. The city approved the permit in 5-7-25 and you still didn't go get it and I reported you again. You still have not complied with passing an actual inspection and think you can rent that  place as advertised online. You shouldn't even have an occupancy license for that unit because you have still not cooperated with city inspection requirements. My daughters pet deposits has not been returned.  We have the property manager threatening us with police on April 2, 2025 on ring camera footage which we will be making. available to the jefferson county court. Per Colorado law, we were to never be charged rent at all for being trapped in unlivable condutions, yet we had to pay full price. There were literally holes through an entire half of a 2 bedroom apartment for months and removal of our bathroom sink, and lots of remai mold and water damage, not livable for over 2 months. All of this is against warranty of habitability, timely repairs, peace and enjoyment and privacy, retaliation laws for the state of ********.. still to this day you have not cooperated with city inspection and there is tons of mold in that unit.

   ******* ******

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the $210 in additional move-out charges that were assessed following the full withholding of my $600 security deposit. These charges, which include $110 for cleaning, repolishing, and resealing the floors, and $100 for paint touch-*** and small repairs, are not justified and should be reversed in full.When I vacated the apartment, I left it in a cleaner and better condition than when I moved in. Any issues, such as chipped or missing paint, were pre-existing and clearly documented on my move-in inspection form. I also have photos from before and after my tenancy that show the condition of the apartment and confirm that no new damage occurred. These charges appear to be for routine maintenance and normal wear and tear, which landlords are not permitted to deduct from a tenants deposit.Despite my attempts to communicate with management, my messages have been ignored by upper management. I am requesting a full refund of the $210 in charges, as none of the deductions are valid.I would prefer to resolve this issue amicably and request your prompt attention to this matter.

  Business Response

  Date: 06/03/2025

  Dear Zeta, 

  
  Thank you for reaching out and sharing your concerns regarding the move-out charges.
  We want to assure you that we are currently reviewing the fees assessed at move-out, including the items you have outlined. In the meantime, we strongly encourage you to connect directly with the on-site management team, as they are best positioned to review the inspection details, documentation, and next steps regarding your account.
  We appreciate your patience as we look into this matter, and we are committed to working toward a fair and timely ************* why here...

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23411189
  
  I am rejecting this response because:

  I have tried to contact them multiple times, but there is no movement towards actually and discussing viewing my request. I submitted a request on BBB for a reason. 
  
  Sincerely,
  
  Zeta ******

  Customer Answer

  Date: 06/10/2025

  Lydian has reviewed my evidence and decided to withdraw the charges. Thank you for your assistance.

• Initial Complaint

  Date:02/12/2025

  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.

  From day 1 there has been relentless noise right below my unit, screaming all times during the day and night its been so loud that I cant get any real sleep. Unfortunately, my unit, 209, was facing the street the and you can hear every car and drink going by and their horns blowing etc. The work ran intermittently throughout the workday for over 9 months and made it impossible for me to work, from home as I am a remote-based employee. Not to mention the work out room is right above my apartment and I hear all of the weights dropping on the floors, running on the treadmill as if they were right in my apartment. The walls and ceiling are made very thin. I have been flooded out each month sometimes twice in a month, because of backed up pipes! Their plumbers cant fix this problem, I was given this appointment with the manager knowing very well this was an unlivable situation yet rented it out to me anyway. I injured my back cleaning up the waste. The trash compactor down the hall is always filled to the max causing bad smells and flying insects everywhere in the hallway, inside my apartment including in my refrigerator just disgusting. The pictures added are just to show what I been dealing with there are many more if needed. The managers are very lazy and I learned live on property WHY? They do nothing to help the paying tenants its time for new management and renovation asap! Im asking for every dime I paid while living in this inhabitant dumpster. I also included a minimum amount for my back injury and some of the lost items that were destroyed in the flood due to the faulty pipe lines. This will include mental anguish stress lost of work and suffering including my up coming moving cost as well! This is my settlement agreement only.

  Business Response

  Date: 02/24/2025

  We have reviewed ***** ********' complaint regarding Unit 209. Its important to clarify that *********** is not an authorized occupant of the unit, which is a one-bedroom residence leased to her family member. Our priority remains working toward a resolution directly with the actual resident, and we have made a good-faith effort to do so.
  
  At this time, we are working with the resident directly and have come to a resolution.  Our communication has been productive and solutions-oriented.
  
  Regarding the claims in the complaint, Ms. ******** is not a leaseholder, nor does she pay rent for the unit. Based on our review, the claims for damages do not appear to have merit.
  
  Holland remains committed to its residents and fostering positive relationships with them. While maintenance concerns do arise from time to time, we are actively working with the resident to address any issues.
  
  Thank you,

  **** Management Team

   

• Initial Complaint

  Date:10/25/2024

  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.

  Hello - I was a resident of ************** from March 2022 - October 2024. I terminated my lease 4 months early, prompted by 5 months of relentless construction noise below my unit. Unfortunately, our unit, 209, was immediately above the new business. The work ran intermittently throughout the workday for over 5 months and made it impossible for me to work, as I am a remote-based employee. ------I attempted to work with on-site leadership to resolve, but was regularly told that because we were informed via email, no concessions or support would be made. We were given one construction date in May, and I followed up in July. ------******** ****** <************************************************************>Wed, Jul 3, 12:45PM "The construction is scheduled for completion by the end of July; however, please note that this does not necessarily entail daily noiseit varies based on the daily activities. I apologize for the inconvenience and lack of detailed information. While we would regret losing you as a resident, we are prepared to offer further information on the process should you decide to move."------We were given no other information. The drilling continued through mid September, when we finally decided to move early. We were able to secure a 50% credit for our move-out fees, with ******** clearly reminding us that he would not be considering any other support: "Unfortunately, this is our final offer, and we will move forward with updating your ledger to reflect the 50% reduction in the lease termination fee. If you have any further questions or concerns, please dont hesitate to reach out."------I'm only requesting a return of my remaining fees to break my lease. It was upsetting to be treated in such a flippant way, in a community we'd liked and referred others to. I felt disregarded, disrespected, and small. The financial impact of a few thousand dollars is meaningful to us, and I'd appreciate your consideration.

  Business Response

  Date: 10/28/2024

  Attached are both the Lease Agreement and the Lease Buyout Agreement, detailing the terms to which the tenant agreed. As outlined, the tenant is required to pay a Lease Termination Fee, though we did offer a 50% reduction in this fee as a goodwill gesture in light of ongoing construction. We must, however, follow fair housing regulations, which means we cannot make special exceptions to one tenant over others.

  Customer Answer

  Date: 10/29/2024

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

• Initial Complaint

  Date:09/30/2024

  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 am writing to respectfully dispute the final charges assessed upon our departure from The Lydian, **********************************************************, where we resided from September 2023 to September 2024. We take pride in maintaining our leased apartment and have some concerns regarding the fees listed.After a thorough inspection prior to our move-out, we were informed that there were no damages to the apartment and that the paint was in excellent condition, matching the state in which we originally received it. Moreover, we were meticulous in ensuring that the space was left clean, with minimal need for further cleaning. As a courtesy, we are more than happy to pay a cleaning fee of $75 to cover any minor touch-*** that may have been required.That said, we take issue with the following charges:$275 cleaning fee Given that we maintained our apartment in excellent condition throughout our stay and left it in similar condition upon departure, we believe this amount is excessive. Any cleaning required was minimal, and the charge should reflect that.$381.94 for painting/damages As mentioned, the paint was in the same state as when we moved in. We did not cause any damage to the walls, and no repainting should have been necessary. Furthermore, the floor had a poor polish job upon move-in, making it difficult to clean or avoid smudges. This was a pre-existing issue that we could not have contributed to.We kindly request a reassessment of the total amount due. We believe that the adjusted amount should be $103.16 for the bills, covering the fair cost of bills, as opposed to the current total of $760.10.Please note that we were unable to pay this full amount due to limitations in the billing system, which did not allow partial payments. We would greatly appreciate it if this issue could be resolved promptly, as we enjoyed our time at The Lydian and would like to maintain a positive relationship with Holland Residential for future leasing opportunities.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out and providing details about your concerns. We appreciate the care you took in maintaining the unit during your residency. However, I would like to clarify that the charges you mentioned are in line with the standard policies and fees applied to all residents upon move-out.

  
  The cleaning fee is reflective of the professional cleaning services required to ensure the unit is ready for the next tenant. This fee is assessed based on the condition of the apartment at the time of inspection, and while we acknowledge your efforts to keep the space clean, the full fee was necessary to bring the apartment up to our move-in standards.

  
  Similarly, for painting and damages covers standard repainting after a year of tenancy. This charge is typical even in cases where there may not be visible damages, as paint tends to wear naturally over time. Additionally, any pre-existing conditions, such as the floor polish issue, should have been reported at move-in, and without prior documentation, we are unable to adjust the charge.

  
  That said, we are happy to review the final statement and make any necessary adjustments if an error is found. However, as of now, the charges applied are standard and in accordance with your lease agreement. We encourage you to reach out if you have further questions or documentation regarding any issues present at move-in.

• Initial Complaint

  Date:09/05/2024

  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.

  Moved into ************** - A Holland Property April 8th of 2024 Have had several issues in my apartment since moving in car has been broken into - costing me $1000 Car has been hit with no note - $1500 Package has been stolen - $300 montior in a "secure" locker room Rats have been in my apartment - huge health issue they say they are " luxury" and that is just a scam homless constanly roaming the "gated" property ************** ( Holland Property ) commited to providing a safe and luxurious apartment living and they have not provided that at all. I would like to be reimbursed for my damages The business has not tried to resolve the problem. I have talked to Management at ************** and called Holland multiple times and have been unsuccessful with reaching anyone or a resolution They brand luxury and safety and that is not provided at this residence. Amenities are often unavailable

  Business Response

  Date: 09/23/2024

  We understand the residents concerns and would like to address each point raised.
  Regarding the missing package: Our property has a secure FOB-access package room, and based on our records, the resident's package remained in the room for seven days after delivery before it was unfortunately stolen. We thoroughly reviewed camera footage but were unable to identify the individual responsible for the theft.
  As for the concern about rodents, we have not received any prior complaints or service requests from this resident, nor from any other residents this year, regarding pest issues. We take all service requests seriously and respond to them in a timely manner, and pest control is one of our highest priorities to ensure a safe living environment.
  Regarding the resident's vehicle: ************* is located near downtown, and like any urban area, there is a risk of ***** theft. While we cannot entirely eliminate this risk, we have precautions in place to help deter such incidents, and we encourage residents to remain vigilant as well.
  Thank you for bringing these concerns to our attention, and we remain committed to addressing any issues raised by our residents.

• Initial Complaint

  Date:08/21/2024

  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.

  We are *******************, ***************, *********************, and *************, tenants of the property located at ***************************. Our lease term was from 07/20/2022 to 07/19/2024 and concluded on 7/19/2024. We recently received a refund of $3392.49 on 8/1/2024 without a receipt or details on the deduction. We tried to contact the management but had no response. We attempted to send a demand letter on 8/12/2024 and gave the management 10 days to respond. I called the apartment on 8/19/2024 and the Specialist, *********************************, promised to ask the Manager, *********************, to follow up next day on 8/20/2024 but I didn't receive any call or email to try to resolve the issue.

  Business Response

  Date: 08/29/2024

  Thank you for taking the time to share your recent experience with 1111 Wilshire.  At this time, we believe a member of the management team has reached out to you directly to work through your concerns and that they have been adequately addressed.  However, if you are still pending and questions or need additional assistance, please reach out to the Regional Vice President at *********************************** for further assistance.  Thank you again.

• Initial Complaint

  Date:07/12/2024

  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 was given a notice to permanently remove my *** and arranged with the Lydian leasing team to move out early. Upon receiving my move out statement, I was charged extra days after the agreed upon move out and outrageous cleaning and painting fees. I explicitly told them that I was unable to permanently remove my *** and had to move out later beyond the date on the notice to quit. If they were planning to cause issues with my move out, they should have not allowed me a later move out date and should have just told me to move out.I have tried several times to get a resolution from their leasing team, but they keep talking in circles or not providing sufficient proof of damages beyond wear and tear. I am also unable to get them to remove the extra rent charges.All of this is occurring at a drastically slow rate and they have passed the 21 days legally allowed for holding my security deposit.

  Business Response

  Date: 07/22/2024

  
  Thank you for your letter regarding your recent move-out experience. We understand your concerns and would like to address each point raised in your letter to provide clarity and resolution.

  
  *** Removal and Move-Out Date: You mentioned that you arranged with the Lydian leasing team to move out early due to the notice to remove your **** However, you also stated that you were unable to permanently remove your *** and had to move out later than the initial agreed-upon date. Due to the aggression of your *** animal towards others a notice to have the animal removed was provided which is why it needed to be removed.

  
  Move-Out Charges: Regarding the charges for extra days, cleaning, and painting fees, our move-out process includes a thorough inspection of the unit. Our standard cleaning and painting fees are based on the condition of the unit at the time of move-out. These fees cover costs beyond normal wear and tear. You were given the option for a move out inspection, where you could have had the opportunity to review the cleaning efforts. Our records show you had not requested this inspection. The professional cleaning and sanitizing are always a required after every move out. If you have supportive documentation to refute or charges or cleaning fees, please provide to the leasing office. We provided you the invoices to review the inspection report and provided detailed documentation to justify the charges.

  
  Security Deposit and Legal Timeline: In accordance of the law, we are required to provide a move out statement within 21 days. You gave notice on May 30 to move out and according to our lease agreement, a written 30-day notice is required. Your official move out was on June 17th which did not meet our 30-day requirement. Your initial statement, sent on July 6th meets the 21-day period and reflects the uphold of 30 day rent responsibility which was later adjusted as we had a new tenant take over. This adjusted statement was resent on July 9th with updated charges. 

  
  Resolution and Communication: We are committed to resolving this matter. We have provided supporting documentation for all move out charges. We are happy to send photos of final move out conditions to support our cleaning charges.

  
  Our goal is to ensure transparency and fairness in addressing your concerns. 

  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21983167
  
  I am rejecting this response because:
  

  I only moved out because I was given the notice to permanently remove my *** or quit; I would have stayed otherwise. I should not be charged any extra days as I did not leave of my own accord. The leasing office was aware of this, so the point about notifying my move out 30 days before is moot.

  The invoices provided to me still do not show evidence of damages beyond wear and tear. At this point, its the businesss word versus mine and this business is known for being difficult during tenants move out.

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

• Initial Complaint

  Date:06/07/2024

  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.

  This business does not hold their management team accountable for their actions. It is impossible to get a hold of their head office. All complaints or emails are directed back to the apartment complex I live in. The management is extremely negligent to my emails. They do not keep the building clean. I have had to report how much dirt, trash, and dog f**** is inside the hallway to the health department. I want to exit out of my lease ASAP. If possible I would like a refund for the rest of the month I paid for.

  Business Response

  Date: 06/19/2024

  Thank you for your feedback. We strive very hard to provide the best customer service to each of our residents and sincerely apologize that you feel unheard.
  The Regional Manager and I are happy to have a dialog to go over your concerns, however we recognize that you are unhappy at The DEN and want to make your scheduled move out as easy as possible. I see that your move out date is 7/3/24. If you would like to vacate prior to the move out date, you will be charged rent/utilities through the day possession is returned.