Business Profile

Property Management

Living Well Homes

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Complaints

This profile includes complaints for Living Well Homes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

29 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:01/07/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
By neighbor passed away and the bed bug infestation from his unit migrated to my unit. I immediately notified the management office and showed management the bug bites to my wife and children. They failed to remedy the infestation and ultimately agreed to release me from my lease with full refund of deposit and a $500 apology for the situation. I have all the documentation. I moved out on November 1 and signed the papers on that day. One week later I was called to the office (40 miles away) to sign the paperwork again. They informed me the check will be received within 30 days. I was told the check was issued on November 14. On December 23 I requested the check be stop paid and reissued. They agreed. December 26, the check was received with a postmark of December 18. I tried to deposit it and it was rejected. Management informed me the check was reissued on December 20 and was sent to the apartment office in ************, **. It is now January 7 and the check still has not been received. It appears to me, no matter how nice one can be, this company cares nothing for their tenants and seems to punish for Living Well Homes mistakes. BBB, please advise if there are any legal ramifications, based on the history of complaints you have received.
Initial Complaint
Date:12/13/2024
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.
So I moved in Azul apartments on Nov 2023. I live alone and know I didn't damage anything in the apartment! Upon moving in, i realized there were roaches, there was always an issue with the hot water. Azul apartments are trying to keep my deposit plus charge me an extra $280 for damages i didn't cause. I feel like this is something they do to their tenants when they decide to move out! Also they have excessive fees as far as being late. There were 3 different amounts I had to pay, without any type of notice! This needs to be resolved as soon as possible!!!
Business Response
Date: 12/18/2024
The resident vacated the unit on 11/11/2024. The prorated rent for the month of November was due per the lease on 11/01/2024. Rent was not received until 11/06/2024, which accrued a flat late fee on 11/04/2024 of $50.00, a legal notice fee of $35.00 for the serving of the 5-day non-payment notice and daily late fees of $10.00/day through 11/06/2024, all which are noted on both pages 1 and 8 of the signed lease agreement.

The resident was assessed the following move-out charges; $20.00 for drywall repair, $89.00 for unit and carpet cleaning, $51.39 for bedroom blind replacement, and $250.00 for a full unit paint (charged at 50% of the total cost, as the lifespan for painting is 2 years and the resident was in the unit for 1 year). His total move-out charges less security deposit is $276.84.
Customer Answer
Date: 01/02/2025
On 11/6/24 I paid $531.15for rent and late fees to the office manager (Lope) who told me if I only pay this amount the Azul Apts. Will be satisfied, and that is what I did and they accepted the payment. And a** to the damages that they're saying to the Apts, on 9/8/24i told the Azul Apts i would be moving out on 9/11/24 i signed the notice of intent to vacate on 9/8/24 signed by myself and the manager ,saying that on 9/10/24 my Apt would be pre inpected by someone so I would know what repairs are needed to receive my full deposit ,no one came to inspection
Initial Complaint
Date:08/03/2024
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.
Along with hiking rent under the guise of a brand new "utility fee" added on since purchasing the apartment complex last month, they're now trying to force an arbitrary "insurance" fee to rents as well.This "insurance" is through them and it's absolutely mandatory according to the renewal form. They won't accept any other insurance. PLUS the mandatory insurance is listed as incidental only, so if you want anything else covered, you have to get a second policy elsewhere. They call it RLL with zero other information on the actual insurance company offering the plan, including the insurance company's name. I've requested information to contact their insurance broker directly, but have yet to receive any of that information.For all we know, it could be just a fee for an arbitrary non-existent service or "policy".I'm currently communicating with the legal department for kansas state tenant rights but I'm pretty sure the law is that while you can require renters to have insurance, you can't force them to have specific coverage from a specific insurance company owned by or invested in by the corporate landlords. Because if you own the property AND the insurance company insuring the property, that's a pretty ***** conflict of interest on your part.
Business Response
Date: 08/13/2024
Please note we have run this query by our lawyers who have confirmed that our mandatory amenity and liability insurance products are within in our legal right to require in the state of *******
Should you like to review the policy you may do so here: ******'s Legal Liability, LLC **********************
Per our attorney, the resident does have the right to get their own renter's insurance policy to cover their personal belongings; however, it cannot replace our RLL policy, which is a requirement of having a lease with Ramsgate Apartments and Townhomes and LWH.

If a resident does not want to agree to the charge for the policy at time of renewal or an applicant does not want to pay the fee, they are not required to (re)sign a lease at the community.
Customer Answer
Date: 08/13/2024
What is the relationship between Living Well Homes and RLL? Is there investment between the companies? Does one company own the other? Why is RLL completely mandatory and other better insurance "not accepted". How is this 'arrangement' not a conflict of interest? Is the insurance actual insurance? Who is the insurance broker for Ramsgate and how can a resident contact that broker?
Business Response
Date: 08/14/2024
RLL is Living Well Homes' liability insurance provider. Living Well Homes is a property owner/operator and is not an insurance company and therefore must employ a real insurance company to provide insurance to our residents. RLL has been our trusted provider for years. You may contact them at your convenience with any policy questions ***************************;
Initial Complaint
Date:05/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Moved out on 3/8/2024 property was cleaned and all items was deposed that needed to be deposed. On Monday 3/11/2024 the keys was returned and walk through was done with Property Manger , also a maintenance . The only issue the property manger could find from wear and tear that the butter dish was cracked and which I was residing at the property for 3 yrs . The property manager stated that the assistant property manager would get back with me about my deposit , never provided a date of when was very non-chalant. No one ever reached out and provided updates about anything until I reached out again on 3/18 which was 7 days after I returned my keys. The forward address was provided when I turned in my 30 days notice. The assistant property manager stated that she would get back with me and stated that she was out of the office. There was no reach out until 4/2/2024 again until I reached out , assistant manager stated that check was mailed but never received anything this update was on 4/22/2024 stated to wait to see if I would get the check in the mail . The date of providing back the deposit has been pass 14 .days and I have been pro-active with emails and still have not received my refund of my deposit . I have not been provided any apologies nor any urgency on making sure any accommodations . The customer service has been very poor , every since I provided that notice that I was moving out they have been very rude . I would like my money back , since it has been more that the days of which I should have received my return should be appropriate to provide doubled of what is owedn which would be $650
Business Response
Date: 05/15/2024
Living Well Homes does interact with with thousands of tenants on a daily basis: we do our absolute best to respond to each party as soon as possible and mail each party their refund as soon as possible while also acknowledging that we do sometimes experience mail delays or lost mail that are out of our control. Check #**** was voided and a replacement check #**** was re-issued and was mailed out to the provided address. Please expect your check in the next 2-3 weeks and feel free to reach out to *********************************** for anything further. We appreciate your patience.
Customer Answer
Date: 05/15/2024
No accountability, cant blame the mail . I deliver items all the time . No apologies if my check was lost in the mail the first time why would I want the check mailed again to be misplaced again . Our if mailed fed/ex to track it . Thank you
Business Response
Date: 05/16/2024
It saddens us to hear that you did not have the 5 star move out experience we aim to provide. Your feedback is very helpful to us as we aim to continuously ameliorate our processes. We wish you the best of luck in your next chapter. Please reach out should you need anything further.
Customer Answer
Date: 05/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*************************
Initial Complaint
Date:02/22/2024
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.
In October 2023 I moved out of a property owned by living well homes. After paying all associated fees given to me by the property manager. A month later I received an invoice for an additional fee that was not in my lease agreement. After contacting the property manager she said that she would contact the corp office and fix everything. This was not done. I was sent to collection where I had to pay. Living well homes does not want to refund me my money for their mistake.
Business Response
Date: 02/23/2024
This complaint is regarding a move-out balance that was sent to collections. The resident paid the balance through the collections company , but now wants Living Well Homes to repay him because he feels he doesnt owe this amount.

We have confirmed that the balance due is accurate, that he received and saw the deposit accounting collection notification. We have reviewed and listened to the recorded calls and he was informed that the balance was due to him not giving notice of his intent to not renew his lease.

We explained the breakdown of charges and what amounts he paid were for and why there is a remaining balance due.

After all of this, he still doesnt believe that he owes balance and even went as far as saying that the buyout addendum that we initially sent him confirming the charge was not part of his lease agreement.
Customer Answer
Date: 02/23/2024
Where is so call recording. They should have reached out in an email. This recording can be anyone. Their business parctices are poor. I will ensure everyone know not to rent from them. Social media is very powerful.
Business Response
Date: 02/26/2024
We have conducted a full internal audit on this file which confirmed that the balance due is accurate. The former resident received the deposit accounting collection notification and was on multiple occasions explained the breakdown of charges with a balance due to insufficient notice to vacate as per his, our standard, lease agreement resulting in a lease break fee.
Customer Answer
Date: 03/06/2024
They verbal explain with no documentation to back-up their claims in the lease agreement. I have numous times for this and was given the explaination of this is what it is. If I went to the property manager notify them that I am moving before the end of my lease. AND ASK WHAT ARE THE **** ASSOCIASTED WITH BREAKING MY LEASE EARLY. AND I PAID ALL OF THE *** I WAS TOLD TO PAY BY THE PROPERTY MANAGER. IT is not my fault they failed at their job and their head office has fail to properly train the property manager. I called and explain the situation the property manager and she told me that I WAS NOT LIABLE FOR THOSE ***. BUT THE GREEDY HEAD OFFICE DOES NOT WANT TO LISTEN. HENCE THEIR LOW CUSTOMER RATING ON ALL WEBSITES.
Initial Complaint
Date:08/30/2023
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Manager **** wrote up notice to evict because I told her how to run her office when I put in a maintainence order for me washer to be replaced. And kept getting a run around as you when they could come I have dogs in my home and wanted to makes sure that if I wasnt home someone would be to keep them calm and orderly. And when maintenance worker came they deemed the washer needing to be replaced and when I asked for a time frame as to when I would be replaced **** kept saying there other emergencies they need to work on and didnt provide me with a time so I email her letting her know I would expect that since I pay for my washer and dryer everyday it is not replaced I would expect a prorated amount credited or deducted from my account as the washer is not in working condition and there no time frame to replace. The next morning I get an email back stating You are not home to witness that your guests are overloading the washer impeding the machine from working properly. My tech is taking a different machine today to close the work order. The time frame I have available is noon to 3:00 p.m.I expect you NOT to tell me how to run my office.Thank you. 15min later someone delivers and notice to my door of an intent to evict due to charges that were not filed and dropped for my guest being there at my home. And when I called to question them about it the refer me to speak with their legal team but refused to provide me with their contact information and hung up in me face. All of this occurred with living well home azul property team 8/30 Living ***** does not answer or pick up there phone to discuss any potential harassment from their employees to the tenants
Initial Complaint
Date:08/03/2023
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.
This Business continues to overcharge my rent & will not send me itemized info on what Im being charged with. They also threaten to evict me if Im dont pay the ****** Charges imposed on my rent. When I try to contact someone who is in charge they refuse to contact me.
Business Response
Date: 08/04/2023
We are working on her renewal letter to issue her a 6 month lease as requested by the resident, this should be completed shortly. ******* did call yesterday towards the end of the day questioning her charges. We explained to her we had pushed her to month to month as is policy in the interim and suggested she pay the balance to avoid any late fees. We also told her per my request as soon as we had the offer letter signed, we would adjust her account and she would have a credit for the following month. No one ever threatened her with eviction, nor refused to give her an itemized list of charges - this BBB complaint is the first request for an itemized list we have received. Our notices get sent out 60 days prior to renewing and she was provided with proper notice. We will diligently work with the resident to resolve her issues and provide her with her requested information.
Initial Complaint
Date:07/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******* machines have been broken for MONTHS You can no longer refill laundry cards you have to buy a new one each and every time you do a load of laundry, each card comes with a $2 fee Ive been assured several times by several people that this will get fixed and its clear to me no one has any intention of fixing either the broken machines or the card. I was also tricked into an apartment that costs $100 more per month than the one I applied for (I asked multiple times and was assured multiple times that the apartment would be ready for me when I arrived from out of state, conveniently it was not and I was instead pressured into signing a lease on a different unit that I later found out was $100 more expensive than what I applied for. This makes a huge difference in my monthly budget). I was treating poorly because my dishwasher was broken when I moved in. My experience here has been so awful, I will never live in another living well homes property again. I am only asking for the laundry machines to be fixed
Business Response
Date: 08/04/2023
This is the first complaint that this resident has made concerning the washing machines. Since receiving this memo we have contacted CEC to have the serviced asap. If you cannot get through to your property manager for some reason, the best course of action is to contact ***********************************
As for the claim of being overcharged or deceived by Living Well Homes: during the resident's leasing process the resident was shown a unit that was not ready to be leased at ************** in date for the resident because it was in the process of being turned. We were able to find the same unit on the 3rd floor and same price and the resident moved in the same day.
We do not like to hear a resident feels like he/she has been treated unfairly. Our residents may submit claims to *********************************** at any time to report instances of mistreatment. These messages go straight to corporate.
Thanks,
Your LWH Feedback Team
Customer Answer
Date: 08/04/2023
the response is completely untrue
I have files multiple notices about the washing machines I was not informed until the day I arrived to move in that my unit that WAS **** would not be ready and I was put in a unit that was an additional hundred dollars
I am pretty disappointed at the audacity to outright lie but unfortunately based on my experience I am also not surprised at all
Business Response
Date: 08/08/2023
A member of our corporate team has reviewed all our recorded correspondence with the resident and unfortunately we cannot locate the aforementioned complaints. We also retrieved a copy of our rates during the period of the resident's application/hold fee placement and they corresponded with the quoted rate and the rate on her lease. We understand that this situation caused the resident aggravation and in good faith we would like to proceed with a $100 one-time concession and a refund of her original application fee of $40. We have also requested a full system audit with our laundry machine card vendor and will be issuing an update to the entire community with our findings.
Thanks and be well
Customer Answer
Date: 08/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*******************************
Initial Complaint
Date:03/31/2023
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.
Current tenant of one of the properties owned by Living Well Homes call ******************. On 3/29/2023, the company sent a email to the residents that the method to pay rent would be through one person arriving on property between 13:00 and 16:30 on the following dates: 03/30/2023, 03/31/2023, 04/03/2023. This notice is insufficient in respect to the lease agreement signed and payments made for the current month. In addition there has been no contact information provided for a designated property manager to confirm the amount of rent due. The company has yet to update the contact information for an assigned property manager nor has a property manager appears on property since 03/16/2023 to address resident issues.
Business Response
Date: 04/03/2023
The notice states office hours for those who WANT to pay rent in person. This is not mandatory and out online payment portal is available 24/7 for our residents' convenience.
Initial Complaint
Date:03/29/2023
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 19th 2023, our first floor 3 Bed, 3 Bath apartment flooded (about 1 inch) all throughout the entire unit due to a 2nd grade slab leak in the master bathroom. This happened one week after we had a leak in our kitchen resulting in our vinyl flooring to bubble up from water temperature being very hot. We were told by the plumbers on the scene that the piping structure was old. More than half of our personal property was destroyed and the information that they gave to our renters insurance lead them to believe that our policy cannot be covered. We have not received any sort of compensation whatsoever from the landlord/owner. We have multiple pieces of evidence, including photos, videos, and screenshots of reviews from other past tenants that dealt with the same type of issue. After we were transferred to a second floor unit with no patio, we discovered the excessive amount of mold in our dishwasher which took 3 work orders for them to finally come and clean it. This whole incident took place at The Gallery Apartments.

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Living Well Homes is NOT a BBB Accredited Business.