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.

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  Holland Partner Group

  808 Washington St Ste 500 Vancouver, WA 98660-3577

• 

  Holland Partner Group

  6710 NE Vinings Way Hillsboro, OR 97124-7964

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  Holland Partner Group

  1525 9th Ave Seattle, WA 98101-0900

• 

  Holland Partner Group

  1001 Minor Ave Seattle, WA 98104

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  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:09/05/2023

  Type:Order 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 complaint pertains to a security deposit dispute that I have been attempting to resolve with this business.I legally terminated my lease due to domestic violence, a protected reason under ********** law. Subsequently, I was *********** the return of my security deposit, minus any valid deductions. The leasing office has deducted a portion of my security deposit for lease concessions, despite this being contrary to my legal rights as a tenant.Despite multiple attempts to engage in a constructive dialogue and resolve this matter amicably, ****** has not responded to my communications or addressed my concerns. This lack of responsiveness has left me with no recourse but to consider legal action to protect my rights.I believe that my case highlights a concerning lack of transparency and cooperation on the part of Lydian which I find to be in violation of ethical business practices.I kindly request your assistance in mediating this dispute and ensuring that Lydian adheres to ethical standards and tenant protections under ********** law.

  Business Response

  Date: 09/19/2023

  Good afternoon Kianna,

  Your ledger has been reviewed and revisions are in process to re-apply the $1,000 look and lease as per your lease agreement. Deepest apologies for the discrepancy in accounting. The Property Manager will be reaching out to you today with a status update on the expected refund due. 

   

  Best Wishes,

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

  Regional Property Manager

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yep...it is me again filing another complaint against ********** Apartments in *******. Long story short I had to legally break my lease due to a roommate who committed domestic violence against me. One thing about ****** is they love to follow against the law and threaten illegal action over their "leasing" agreement, so even with the ************ documentation they tried to go against me. Too bad I was wiser and also lawyered up. Fast forward they deducted concessions out of my security deposit which is 100% illegal. I have communicated through email and mail, and gave them plenty of chances to refund my money back. Now I will be following suit for not giving me my money back. If you read their reviews and complaints similar situations have occurred with previous tenants that were in my shoes.

  Business Response

  Date: 09/19/2023

  Please see response to complaint 58351193-02B7E.

  Thank you,

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

  Regional Property Manager

• Initial Complaint

  Date:08/25/2023

  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 went to tour the apartment unit on June 26 and completed the application by July 2. Ive also uploaded the confirmation email as proof. I then got an email saying I need to upload proof of Income, which I already did with the completion of my application. I then got an email from one of the associate asking which unit I wanted. Ive already selected the unit and such with the submitted application. So I called in regards ti the email and they told me the unit was given to another applicant by mistake and was no longer available.They then tried to quote me for another unit with an even higher price. I declined the offer and ask for a refund of the application fee, since they didnt honor my application and hold the unit like they promised. They agreed to the refund and said it would take up to two weeks. It has been almost two months and multiple calls requesting an escalation of the situation. They keep promising that someone would reach out to me and I havent heard of anything in regards to it.This complaint is purely out of frustration for their misconduct. My wife and I had to find another apartment as soon as possible since we had to move out of our current location. And the $41.77 is still my hard earn money that I paid to get the unit. The fact that they disregarded their agreement to put the unit on hold for us is very disrespectful and honestly a scam. I would also love to upload my call history with them, but my iphone call history can only go so far back.

  Business Response

  Date: 09/05/2023

  Hello *********************,

  Thank you for this message. I have reviewed your account information and your application fee will be refunded within the next 72hrs. I will follow up with you with confirmation when this is completed. 

  If you have any additional questions, you may contact me directly at *********************************. 

  Thank you,

  *********************
  Regional Property Manager
  Holland Residential

  Customer Answer

  Date: 09/12/2023

  Im sorry I wasnt able to respond to it soon! The business promised again that a confirmation would be emailed to me within 72 hours and I have not received the email nor the refund. This is exactly what happened when I called in, before the complaint, empty promises.

  Business Response

  Date: 09/19/2023

  Hello Hoc *****************,

  This is to confirm that we have processed your refund of $41.77 and the refund check will be mailed to your address provided. 

  Please let me know if there's anything else we can do for you.

  Thank you,

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

• Initial Complaint

  Date:07/23/2023

  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 overcharged on my water bill drastically since I have moved it. At this point I have been overcharged by the Villas of ********* by over ******+ gallons of water and sewer. I have brought this up with management many many times over the months and I hear basically nothing back. I got a $72 refund in March when I have been over charger probably $1000+. This is breaking my lease agreement with them as this is not the correct way to bill my water they are bills ***** gallons of water and sewer a month when i'm not using that much. This needs to be rectified now.

  Business Response

  Date: 07/28/2023

  Hello ******, 

  Thank you for reaching out regarding your water billing concern at ********************************. After receiving your message, I reached out to the provider, and they were working away at adjusting your account. I apologize that there was not consistent follow up by the team onsite, but I assure you that the billing team was working a ticket regarding your concerns.  I have received confirmation from our utility billing company that your account will be receiving a credit in the amount of $553,22. Again, I thank you for bringing this to my attention and want to thank you for being a resident of ******************************** and choosing our community for your home. 

  Should you have any further questions or concerns please feel free to contact me. 

  Kind regards, 

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

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

• Initial Complaint

  Date:07/14/2023

  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.

  I lived at a Holland property for a six month lease ending 5/7/23. After I moved out I was sent a bill notifying me that they were not only keeping my security deposit but also wanted additional payment. In the two months since, I've responded to numerous emails and phone calls asking for an explanation of the charges but no one will explain them to me. They are claiming a lease cancellation fee that I cannot find in my lease as well as damages but won't respond to my requests for more information. From what I understand, ******** Law says they have to return my security deposit within 60 days and cannot withhold it for "natural wear and tear." So, I'm confused what's going on. I'd like to see supporting documentation for this lease cancellation fee and damages because I have not been provided with any information. If they cannot document these charges I don't understand why they should continue to withhold my security deposit and demand additional payment.

  Business Response

  Date: 07/19/2023

  Hello,
  
  Below is Holland Partner Groups response to the complaint from **************************.
  
  Holland did not charge a lease termination fee,rather an insufficient notice fee. Per the lease 60 days notice to vacant is required. Notice was received March 15th, 2023 for a move out May 6th,2023 which was 7 days short of the 60 day notice requirement. $431 is the daily pro-rate of rent for 7 days. This is all allowed per the lease contract.
  
  $125 was charged for cleaning as a result of the cleaning needs in the apartment after move out. Documentation of our expenses for cleaning are attached to back up those charges.
  
  $178.13 was charged for painting charges as the apartment required a full paint in addition to dry wall repairs that were above normal wear and tear. Documentation of our expenses for painting are attached to back up those charges.
  
  A $500 deposit was on file. Final utilities at $141.61 were pulled from that deposit, the notice charge, cleaning fee and paint repairs were charged leaving a balance owed of $375.80. All of these charges were explained from our office via the attached email chain. The charges on the account are valid. However, as a gesture of customer service, ********************** agrees to waive all move out charges for the notice period, cleaning and paint charges.This will leave a refund of $358.33 to be mailed within 2 weeks of this response.Holland will consider this matter closed. 

  Customer Answer

  Date: 07/19/2023

   
  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,
  
  **************************

  Customer Answer

  Date: 07/31/2023

  The business has not upheld their promise and continues to contact me demanding payment. 

  Business Response

  Date: 08/17/2023

  Responding to complainant that they agree this matter is resolved as does Holland. 

• Initial Complaint

  Date:06/07/2023

  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.

  I am writing to express my upmost dissatisfaction of Lydian Oak Apartments, under Holland Partner Group. Under ********** law, I notified the property management team of my 14-day lease break on May 30th, 2023 due to being a victim of harassment/stalking which has led to mental injuries and compromised safety. This business is under violation of California Civil Code ****** due to going against ********** law by trying to impose lease break fees and holding me liable of the full rent amount. Despite this being a timely manner I have not had much communication from them aside from their entitlement, and requests for what they want me to give the instead of what I am legally required to do. Furthermore when my former roommate was released from the lease April 01, 2023, I was never given a regenerated lease with solely my name. Her name is also listed on two papers next to mine that show a balance owed including fees, My former roommate, alongside myself, still remain on the original lease making the lease null and void as the contract we both signed is broken.

  Business Response

  Date: 06/22/2023

  Holland Partner Group is in compliance with California Civil Code ******. The resident listed within this complaint notified and supplied Management with the proper documentation required by the Civil Code on 6/1/2023. The resident was notified by Management that they would not be held responsible for any lease break or termination fees as stated within the California Civil Code. The resident vacated the community as of 6/13/2021. 

• Initial Complaint

  Date:04/23/2023

  Type:Order 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 a resident of a property managed by Holland Partner Group in ******* **********. At the time I had moved to ******* to work on-site at Amazon offices there. When Amazon laid-off/role-eliminated a portion of their workforce in the beginning of ************************************************ the area, after not being able to get a job in ******* I had to search outside the city and was offered a position out of state. In need of a job I accepted the position out of state and started talks with the on-site representatives to work out my leaving/breaking the lease for my apartment. It was in the discussions that I was informed the lease-break fee would be waived if I provided proof that I was affected by the lay-off. I promptly collected the documents and submitted my intent to vacate form and supporting documents around my lay-off. I thought all was well and began working on my move. Later I receive an email with my final charges for the apartment, and to my surprise there was a line item for a lease break fee of $3,650.00. I thought it might not have gotten processed in their system so I wait for a revision, but the next notification I get is just a reminder to pay. I called the help desk about this and was told they had no knowledge of this waiving of the lease-break fee. I tried to get back into contact with the people working in the offices of the ******* apartment and again provided the supporting documentation. After a lengthy conversation on phone and several email exchanges I was met with silence on the side of Holland Partner Group, neither confirming or denying the fee could be waived. The crux of this issue is the lack of clear communication that does not drive the issue of a client like myself to resolution (neither confirmation nor denial). If the expectation was still there that I would have to pay the lease-break fee, and confirmation was given that I had to pay it there would be no problem; however, that is not the case.

  Business Response

  Date: 04/28/2023

  Hi there *****,
  
  Thank you for taking the time to speak with our Property Manager yesterday. I was happy to hear they were able to provide a quick solution with the documentation you provided, and the team was able to have the information updated with Central Billing. We do apologize for any confusion and delays on this process as we aim for excellence and look to provide the most pleasant experience for all of our residents and prospects. Thank you again for making True North your home during your time in the ******* area, and hope your new endeavors are nothing but successful! Please do not hesitate to reach out to the True North team if there are any other questions or items needing assistance in the future as well!
  

• Initial Complaint

  Date:03/20/2023

  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.

  Holland Partner Group is the management *** of ****************************. When moving out due to rent prices going up astronomically (not point of the complaint) & failing to update the gym in my building when promised it would be, part complaint since it was the main reason of me moving there in the first place, if I knew that they wouldn't update my buildings gym, I wouldn't have moved here.After I moved, I was billed multiple fees for items that were considered typical wear and tear of usage. Which tenants should not be charged for (RCW59.18.260). I reached out to their billing company when there agent said that this was apart of the lease, I stated, not for wear and tear and tenants can't sign away their rights (RCW59.18.230). This occured in Mid September. I have also tried reaching out to ****************************, they have never answered their calls, typical even when living there.There was no response then, and they said this would take up to 60 days to be resolved. I said they owe me money & that cut off is 21 days (RCW59.18.280)So I reached out to Holland Partner Group. I reached out to reception a few times and I left a voicemail with ************************************************************ After a week or so of continuous calling, I noticed my calls were no longer going through, this was early October. After another failed call on my regular phone, I called from a burner number, somehow my call made it through. The receptionist at the time was shocked to realize it was me. She gave me the emails of who to reach out to and finally got connected with the two Jennifers. After some back and forth with calls & emails, they finally removed the fees (stating it was b/c of lack of communication). I have received my deposit. But now I am getting collections notice from ******* Asset Solutions. *************************** said she will take care of it. I also invoice my updated move out bill to prove I owe nothing.This needs to be resolved and I HPG to fix everything with ******* Asset Solutions.

  Business Response

  Date: 04/05/2023

  Tell Dear *****,
  
  Thank you for bringing this matter to the attention of Holland Partner Group. We conducted a thorough review of your complaint,including reaching out to the regional property manager who last spoke with you. Through that review, we learned that within 3 days of contacting our team regarding this issue (which was the same day this complaint was submitted),they had resolved your issue and provided proof of the fact that you are in good standing through ******* Asset Solutions, and that the account is closed with no balance due. We sincerely apologize for the frustration and stress associated with this issue, and we are glad that it is resolved.
  
  Additionally, the property you lived at provided free access to three different gyms, varying in size and equipment.  We did not have plans to renovate any of our gyms before, during, or after your time at the property.  We apologize if you were dissatisfied with one of our gyms, but we will not be offering you a partial month rent refund.
  

  Thank you, 

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

  Regional Manager

• Initial Complaint

  Date:03/05/2023

  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.

  My name is Le **** and I am a current resident at one of this companys properties: *************************. My partner and I moved into a 3bdrm 2ba apartment a month ago. Since then we have been deliberately lied to and misled by the employees as well as their legal counsel.I first reported a noise complaint about our upstairs neighbors on 02/12/2023 as I could incessantly hear a child crying and screaming starting at 6AM every morning. Our building has quiet hours from 10PM to 8AM. I repeatedly followed up with the staff and learned that the previous tenants in our unit had also had multiple noise complaints and issues with the upstairs neighbors. I also learned that the neighbors have five children under the age of 6.These children are often left unsupervised without a parent. I asked a member of the societys team, *******, to speak to the residents amidst the screaming but there didnt appear to be a parent home. She later informed me they would be moving to another unit.We asked for a rent concession as these tenants have clearly been a long-standing problem. We were sent a letter by *********************, an attorney that representing this group, denying the rent concession but stating the upstairs tenants would vacate their unit by March 1st but he subsequently provided an email correction stating they would be out by March 3rd. Yesterday, March 4th, a child was incessantly screaming and crying from upstairs starting at 6AM, after **************** had informed us the unit should be vacant. The same issue has happened this morning. Like yesterday I called SDPD to report a child safety and welfare concern. Because there is no security or management staff on site from 6AM-10AM the police have been unable to enter the building and access the fifth floor. This is a huge safety and liability violation as emergency services cannot render aid to residents in the event of an emergency.We were told the unit would be vacant on the 3rd by their attorney, clearly this was a lie.

  Business Response

  Date: 03/06/2023

  Good morning,

   

  We are in receipt of your message and will be taking appropriate action to follow up with your neighbors.  Our understanding at the moment is that due to the quick turnaround of their move, their mover's timeline was delayed.  They should now be out of the home.  Additionally, if there is a contact with protective services that you have and can share, please do so.  We have staff on-site by 8am daily, so if they need entry before 10am, we can accommodate them.  Lastly, a member of the on-site team will be reaching out today to discuss any additional concerns you may have.

  Thank you for taking the time to inform us of your experience and we look forward to working toward a speedy resolution.

   

  Best,

  Society Management

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19542805
  
  I am rejecting this response because: No one from the on-site team has contacted me or addressed any of the issues. In the course of today and this weekend they have had time to post on social media and respond on this platform stating they will contact us today, but have not had time to respond to our direct phone calls and emails? The continued runaround and lack of accountability speaks volumes. In addition, we were not informed of the delay in the residents move and it sounds like the unit is still occupied as we still hear footsteps and dragging noises from upstairs. Yet another example of the Society and its staff deliberately lying to us and misleading us. At this point we are requesting a ONE MONTH RENT CONCESSION since we have dealt with this issue for over a month in addition to being lied to by the staff repeatedly. Even their attorney has lied to us as he stated, in writing, that the apartment would be vacated by March 1st (subsequently corrected to March 3rd). No one has kept us informed of any of the happenings despite our tenancy laws being repeatedly violated. The only other alternative we would accept is to be moved into a 7th floor unit with an identical floor plan and comparable square footage at our current lease price and existing terms and concessions with all moving and packing costs covered by the Society. What the staff and their attorney have committed is fraud. And they continue to perpetuate this fraud and these lies to the BBB.
  
  Sincerely,

  
  
  Le Lily ****

  Business Response

  Date: 03/13/2023

  Hello Ms. ***************** you for reaching out.  We believe we have addressed all of your concerns regarding your upstairs neighbor.  At this time, they have moved and are no longer able to create a nuisance.  Your assertion that you were lied to is not accurate. Unfortunately, the tenant was unable to secure assistance to move on the previously planned date.  This does not constitute a lie by management as we are unable to control factors such as moving company availability/scheduling.  The tenant has moved out as of 3/5/2023.  As stated previously, we have management staff on-site by 8AM.  If you would be so kind as to provide us with the representative's name you spoke with at SDPD, we can coordinate whatever access is needed.  

  Thank You,

  ***** at Society Management

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19542805
  
  I am rejecting this response because: The issue is that ***********s staff knew the upstairs neighbors were a nuisance and prior to our move did nothing to rectify the issue. They can cite fair tenancy laws all they want but thats not the issue here, we never asked for any personal information about the tenants, just that the noise issue be addressed. And it took over a month after we moved in for it to be addressed when management already disclosed to us that there were multiple previous complaints about those neighbors. In addition, there was ZERO communication from *********** letting us know that the tenants move had been delayed. Under ********** law it is the landlords responsibility to deal with a tenant that is a nuisance and disturbance to other tenants. These tenants were already deemed a nuisance before we moved in, and yet it took so long to rectify the issue.
  
  
  The last communication from *********** and their attorney stated that the tenants would be out by March 3rd but it appears they did not vacate until March 6th. At no point did anyone tell us about this. Instead we had to be woken up by yet another major noise disturbance at 6AM on both 03/04/2023 and 03/05/2023 with moving noises continuing on 03/06/2023. Despite Holland Group responding to my complaint to BBB on 03/06/2023 stating someone would contact me that day, no one from their team contacted me. We didnt receive any information or contact until 03/10/2023. And we only received information on that date because we were woken to hammering on the floorboards above us. They had commenced with construction on the unit, again, without telling us, and we went down to the office to demand an explanation. 
  
  
  On 03/10/2023 we finally received correspondence from ************************. He again, arbitrarily cites Fair Tenancy laws. We, AGAIN, never asked for any personal information about the tenants, just that the issue be dealt with quickly as it happened every morning at 6AM. Our lease has quiet hours, and every violation of our lease results in a $100 fine, shouldnt we be paid $100 for every day that these quiet hours are violated in our apartment? Per the time we took possession of the unit until the issue was rectified was 39 days or $3,900 if youre assuming $100 PER violation. And most days had multiple violations, that brings the total closer to $7,800. We feel asking for a month of rent to be conceded is more than fair. Considering the fact that *********** behaved negligently in not dealing with these nuisance neighbors during the tenancy of the previous tenants in our unit and subsequently foisting the issue onto us, its clear that they are at fault. 
  
  
  ***********s claims about staff being on-site are also a lie. Both 03/04/2023 and 03/05/2023 I called the emergency maintenance line and no one picked up or called me back throughout the day. So no, there isnt staff on site to allow emergency services to enter the building. Nor is there on-site security between the hours of ****AM. There is no way for the police to enter the building. In addition, any child safety issues shouldnt be our responsibility to report to protective services. We dont even know what these residents look like as our building is setup so we only have access to our own floor and the amenity floors. We dont have access to any other resident floors. It sounds like *********** is aware of child neglect happening and if that is the case it should be *********** and its staffs responsibility to notify the appropriate authorities. Which they have also failed to do despite knowing the children are left unattended and unsupervised. 
  
  
  I am extremely disappointed that not only was *********** negligent in addressing the issue before we moved in, even after we moved in they still attempted to deliberately mislead us. In addition, they consciously and maliciously withheld information concerning the move timeline as well as the disruptive nature of the upstairs tenants even though we brought up the issue. We are, once again, asking for a full months rent concession in the amount of $4118 for the negative impact this entire situation has caused as well as the blatant violation of the tenancy law governing our right to quiet enjoyment. 
  
  Sincerely,
  
  Le ****

  Business Response

  Date: 03/27/2023

  Hello Ms. ********************* you for taking the time to reach out regarding your complaint.  We will do our best to address the issues you have cited in your rebuttal to our original response.  However, if you have any follow up questions, please feel free to reach out to management for clarification or additional follow up as needed.

  Noise issue not being addressed in a timely manner- We took immediate action to notify the residents above you of your complaints that their actions were disturbing your quiet enjoyment.  Realistically, there are only so many options available to management to cure these issues.  We can cite residents and ultimately serve a legal notice to Perform or Quit if the actions do note cease.  In those instances, should we have to legally remove a tenant, it can take several months.  We were able, in this instance, to find an amicable solution in approximately 6 weeks.  While this timeline *** seem unreasonable to you, management used every resource we had available to us to provide options and solutions, which ultimately led to the occupant moving.  

  Notification of moving- The tenants move was delayed less than 3 full days.  We let you know what was happening as soon as we had all of the information from the tenant and were aware that you were continuing to experience noise pollution.  Unfortunately, we are unable to know the movements and needs of every tenant is real time and it is unreasonable to assume we can.  As soon as it was clear to us what was happening, we provided you with the information we had.

  Noise from Unit Turn- It is not customary practice to alert every adjacent unit when a turn is in progress to make a unit ready for a new occupant.  It is reasonable to assume that activity can and will occur in or around your home that *** cause noise.  In those instances, you *** reach out to management so we can address.  When you notified us of your hearing noise from the turn, we immediately reached out to the vendor performing the work and asked them to please make every effort to mitigate noise pollution.

  Negligence- You cite in your response that we were negligent in dealing with the neighboring resident.  As stated earlier, we did everything within our power to resolve this matter.  Management is not personally responsible for the noise caused by other residents.  Management took immediate action to mitigate the noise; your request for $100/day based on fines levied on those personally at fault by management is not applicable.  Management has offered multiple solutions to remedy your continuing concerns up to and including releasing you from your lease responsibility.  

  Staff Availability- You claim again that we have lied about our availability.  This is not true.  Maintenance starts at 8am daily and on-site staff is available until 6pm.  Additionally, we have the on-call number available and after hours courtesy patrol.  If you made a call that was not answered, we ask that you provide us with that information so that we *** investigate. 

  Child neglect- You make assertions that we are somehow aware of neglect at our building and not taking action.  This is not true.  We take these matters very seriously and take immediate action if we are made aware of an issue.  We have repeatedly asked for you to provide us with the information of whomever you are speaking with at **************** Services so that we *** assist, however, we have not received that information. 

  Overall Negligence- Lastly you assert that your demand for one month's concession is due to our negligence in handling of this situation.  As stated, management took reasonable action when notified of the complaint.  We did the same with the previous tenant.  Ultimately, the resolution in the previous matter was different, however, a different outcome does not equate to negligence in handling of the issue.  Our action resulted in the noise issue being removed in a reasonable amount of time given the tools management has at their disposal to address such issues.  

   

• Initial Complaint

  Date:11/28/2022

  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.

  11/13/2022 I went into the leasing office and met with *******************************. We toured two apartments and I decided to apply to the second one. When went back to her office to fill out the paperwork. That's when we realized that they required 3x the rent to qualify. I informed ****** that I don't make 3x the rent and had only calculated for 2- 2.5x the rent. She said that's okay, if you have a savings account we can count that towards your income and it will help you qualify. She calculated it and said I would need $2,000 in my account to qualify, which I did. I told her so and she told me that her system was recommending to approve me. So, with the knowledge that I would be able to get the apartment, I filled out the application and payed the application fee as well as a $300 holding fee that she said is part of the 600 deposit required. I thought everything was fine until she emailed me saying that after looking into my application, I didn't have enough in my savings to qualify. She said I would need a co-signer, which I didn't have so I couldn't get the apartment. All throughout these talks, she had been emailing me several times a day, very promptly answering my questions and giving me the information I needed. Once she said I didn't qualify, I asked for the deposit I put down on the apartment back. She said she would check on it and get back to me on 11/19 but never did. I sent a follow-up email saying I haven't heard from her and asking when my money will be returned to me 7 days ago and still no response. I've tried calling and no one answers. I would like the $300 back as I am currently moving into another apartment and need it and also they have no right to keep money for an apartment that I won't be living in. Thank you for your help with this!

  Business Response

  Date: 12/09/2022

  Good morning, 

  Thank you for taking the time to reach out regarding your experience at ********************************. I personally worked with *********************** on this application, and I know she was hopeful that a guarantor would be identified.  On 11/28/2022 when the initial concern was issued to the BBB I contacted the office and verified cancelation of application as well as an expedited refund be issued to the address provided on application.  If refund has not been received, please reach out to me at ********************************* and I can have a stop payment issued and payment resubmitted. 

  Thank you, 

   

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

  Regional Property Manager

  Holland Partner Group

  Customer Answer

  Date: 12/10/2022

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