Complaints

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:08/06/2024

  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.

  Property management company has been completely unhelpful with issues involving their property. Tree removal on property, never heard back from them after repeated attempts to contact them to get information regarding the tree removal. Come home from a long day of work to find that a tree branch had smashed my window, glass inside on dog bed, dog at home, and no one contacted me. Took them 2 days to replace the broken window, in AZ heat. ******** broke in master bath, moved in to place in April, was just fixed in July after repeated attempts to get them out here to fix it. Have had numerous things that I paid for that I was unable to do because of their incompetence and inability to stay in contact with me (I reached out 10+ times asking for information). Finally had a phone call with management (*********************************), when asking for compensation on rent, was yelled at repeatedly that this is the way the world works and that I should get over it, they could give me $100 off but that was the best they could do. Just asked for compensation for the ** bill for the two days that I had no window, compensation for the dog daycare that I paid for repeatedly because no one would let me know when the tree was to be removed. Had tickets to events that had to be cancelled due to their ineptitude, asked for compensation. Was told that I was lucky to get $100 and that I could take it or leave it. Told that "he" had sent out an email specifying that it would take a while to get the trees removed, which is just a lie. Copy of email is attached. Trees branches are all over property, broken down cars are in parking lot and they won't remove. It's a poorly managed property management company and should not be allowed to continue to be this poor.

  

  Business Response

  Date: 09/03/2024

  Thank you for bringing these concerns to our attention. We regret that your experience hasnt met your expectations, and we want to address each of your points.
  
  Regarding the broken window, we understand how distressing it was to find your window smashed with glass inside your home. Once notified, we immediately covered the window with plastic to minimize the impact of the Arizona heat while arranging the permanent repair. The window was replaced within two days, and we apologize for any inconvenience this caused you and your pet.
  
  As for the tree removal, we rely on an external vendor for this work. While we aim for efficiency, there are aspects beyond our control. We apologize for the lack of timely updates and are reviewing our communication process to ensure better responsiveness.
  
  Regarding the plumbing issue in the master bath, the initial repairs were delayed due to the vendor's lack of timely communication. As soon as we were aware, we dispatched a technician the next day to resolve the problem. For faster responses in the future, we recommend reporting maintenance issues through our 24/7 maintenance phone number, **************, rather than the text message portal.
  
  We extended a credit of $180 as a gesture of goodwill, even though the circumstances were not directly caused by our actions. However, we cannot agree to the $2,000 credit you requested. The credit provided was intended to address the inconvenience you experienced.
  
  We apologize if there was any misunderstanding during your conversation with our management. Your request for additional compensation was considered seriously, and we regret if the communication didnt meet your expectations.
  
  Finally, concerning the general state of the property, including branches and other maintenance issues, please know that we are actively working to address these matters.
  
  If theres anything further, youd like to discuss, please dont hesitate to reach out. We genuinely want to ensure your experience with us is positive moving forward.
  
  Thank you for your understanding.
  
   
  
  Thank you,

• Initial Complaint

  Date:04/15/2024

  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.

  Since day one of moving into my apartment, the maintenance guy for the complex always feels the need to wander all night at the rear of the apartment where the bedroom windows is..this has been going for months, I have notified management in several occasions but to no avel..many nights it has become difficult to sleep hearing him and his wife loitering all night out there...I have complained several times.because there is no reasom for ****** to be out there all noght. It has caused a lack of personal security and safety...$1500 a month and I'm constantly harassed my landlord management. I have an attorney to deal with this issue in court, but feel I should be on record with the better business bureau that this type of behavior is permitted at these apartments...clear violations of tenant rights ro feel safe and se in a s home...they do npt offer thwt and allow gross misconduct .so I wish to proceed with this complaint.

  

  Business Response

  Date: 04/15/2024

  Dear ******************,

  We take all resident concerns seriously and strive to ensure a safe and respectful environment for everyone in our community.
  Upon receiving your complaint, we conducted a thorough investigation, including speaking with our maintenance team. We want to assure you that we found no evidence to support the claim of a maintenance staff member being out there at nighttime. Our team is committed to upholding the highest standards of professionalism and respect for residents' privacy.
  We understand that concerns like these can be unsettling, and we sincerely apologize for any discomfort it may have caused. Please rest assured that we are continuously monitoring our processes and training our staff to uphold our community standards.
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. Your comfort and safety are our top priorities.
  

  Best regards,

  Avant Garde 

• Initial Complaint

  Date:01/11/2024

  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.

  12/13/23- current My family - including 4 children are in a health and ************* Housing issue with ************ in ****. Signed the lease mis December but couldn't move in because the tub needed to be resurfaced and the unit needed repairs. Given the fact we was supposed to move in 3 days prior but the manager wasn't at the office or returning our calls. I work in the field and know what is acceptable. This is far from. For a month we have a broken window from a break in that had happened before we had gotten the keys. Still not fixed. Electrical shortage throughout the kitchen causing us not to be able to use the kitchen at all. Which is a huge deal especially with children. Still not fixed. Very little to no water pressure throughout the unit (can't take a shower or bath). Still not fixed. This is just the health and safety issues not including the unit was never cleaned. Pee on the walls. Paint left in the unit. Which a can spilled apparently and caused blue all over the floor. Showerhead and tub is not installed correctly. And much more that's been documented since move in. Our renters insurance is now gonna close our case due to the negligence of the manager not wanting to fill out the form of the repairs that are needed in the unit. Spoke to the manager and maintenance in person, texts, emails of the issues with no resolution. At this point I'm going to the city and conducting a BBB Complaint. As well as our renters insurance as they did also do an inspection of our unit. This is extremely distasteful and unprofessional. We have been more than patient with this company and manager/maintenance. It's starting to feel like a personal neglect. The unit is no way acceptable for children let alone ANYONE to live in the unit. I can't feed my children. I can't give my children a bath or shower. And with the ceiling caved in I'm in fear one of us will get harmed. At this point it feels as if it's a personal neglect they are purposely refusing to fix.

  

  Business Response

  Date: 01/12/2024

  Hello, we at Avant Garde do take tenants complains serious and we address them as soon as we receive them.  We have been in contact with this tenant since she has moved in.  The issues she is having in her apartment are being addressed.  ****** has made it difficult for us to access her apartment at times and delays repairs that need to be done.  The kitchen is in working condition a microwave will be replaced and it has been ordered right away.  The window was broken by homeless individuals and we at Avant Garde have no control over what they do.  Window is in back order due to supply shortage, but it has been ordered and it will be replaced as soon it arrives.  The broken window has been boarded up and the apartment is safe to live in. Water pressure issue has been checked and is being taking care of as well.  All issues have been addressed and are being repaired as promptly as possible.  We at Avant Garde do take care of our tenants that is our priority.

• Initial Complaint

  Date:12/31/2023

  Type:Billing 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.

  Property address: **************************************************************************. I received notification that I am being charged an entire month's rent and an additional key fee because the management company was under the impression I did not return the key. I did return the key, by leaving it on the counter at the apartment at move out. I was unable to drop off at the office because the size of the moving trailer made it too difficult to navigate Avant's very small drive way. I notified Avant staff 7/12/23 that key was within apartment. I received written notice I was charged both a $75 key fee and a month's rent $******* for "not returning the keys." I called 9/5 and 9/13 and was told I would receive a call back but never did. I spoke with a representative again 11/10 who placed me on hold and spoke directly to the Manager **** At that time the manager indicated he would only charge us a daily rent fee through 7/19/23 and stated the charge would total $1058.34 including 19 days of rent and a 2.3% tax. I asked they adjust rent charges to the date I notified them the keys were left in the apartment, 7/12 instead of the date they chose to enter apt. on 7/19. I never heard back. I called again 12/19 and was told by a representative that the manager indicated he would make no adjust to the rent charge. I explained he had already agreed to reduce the rent charge to $1058.34. I was told he would take my call to discuss and put through. It went straight to voicemail and I have not heard back. -Avant Requesting: $2162.95 - $1750 (security deposit) = $412.95 they say I still owe (see attached)-I am Requesting: They only charge rent until 7/12 when I reported to Avant keys were in apt. I do not dispute the additional $475 in charges. $1143.43 - $1750 (my security deposit) = $606.57 Avant owes to me. (Calculation: ******* rent / 31 days = $54.45 a day X 12 days x 2.3% tax = $668.43 + $475 = $1143.43)

  

  Business Response

  Date: 01/12/2024

  Dear ******,
  
  We appreciate your feedback and concerns regarding your deposit, and we want to assure you that we take resident satisfaction seriously at Avant Garde Residential Management Services.
  After reviewing your case, we are pleased to inform you that we agree with your proposed settlement.
  
  As a demonstration of our commitment to resolving the matter, we have initiated the refund process for your deposit, totaling $606.57.
  We believe this resolution aligns with our highest standards and commitment to our residents.
  
  If you have any further inquiries or if there's anything else we can do to enhance your experience, please feel free to reach out to us.
  We value your feedback and are dedicated to providing excellent service.

  Customer Answer

  Date: 02/28/2024

  I am rejecting Avant Garde's response because they indicated they were initiating a refund on 1/12/24 and as of today's date (2/27/24) I have yet to receive a refund or subsequent correspondence explaining the delay. I attempted to call Avant Garde today and briefly spoke with ***** at the front desk who put me on hold. While on hold the line disconnected and when I attempted to call back it went straight to voicemail.
  
  My additional concerns relate to Avant Garde's poor customer **********************. I have called and emailed Avant Garde to resolve this issue over the last 7+ months and usually am unable to reach anyone during normal business hours or am placed on hold and then disconnected. 
  
  My desired resolution is for Avant Garde to issue their agreed upon resolution of a $606.57 refund from my deposit by mailing a check to my current address: ************************************************************ 

  

  Business Response

  Date: 02/28/2024

  We have contacted ***************************** and have arranged with her to track down the security deposit refund and send it out to her to her new forwarding address.  We will be on top of this to get this issue resolved as soon as possible.  

  Customer Answer

  Date: 02/29/2024

  
  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:09/09/2023

  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.

  Avant Garde manages the apartment property where I live. I had notified Avant Garde management multiple times regarding an infestation in my apartment. Calls, emails, and online request through portal go unanswered. It is rare that I get any response from them to address the infestation. I hired an exterminator to heat treat my apartment for $1800 but the infestation returned 2 days later. I have mites that are being blown in through air ducts and the source of the infestation in in the attic. Avant Garde does not give proper notice for entry to my unit and expects me to be available when given improper notice of "we'll be by sometime next week". Avant Garde's exterminator finally arrives to inspect my apartment ************************************************************************************************************************************************** window. All evidence that I presented to him that confirmed this is a mite infestation was dismissed. My unit was not even chemically sprayed. I have reached out multiple times and get no response. This infestation is now raging out of control in my apartment making it uninhabitable. I have been dealing with this infestation for 15 weeks now and Avant Garde could care less. This property management company is the worst.

  

  Business Response

  Date: 10/18/2023

  Tenants issues have been addressed on a timely matter.  Tenants request have been answered but tenant does not make themselves available for maintenance staff to address the issues.  Pest control has been out to the unit and has not identified an infestation problem.  All work orders have been dealt with when tenant lets maintenance staff enter the unit.  Staff has always given 48 hour notices to tenant when a work order has been submitted.

• Initial Complaint

  Date:04/30/2023

  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.

  I leased a home in July 2022. Since move in theres been a pest control company coming by every 4-6 weeks, except a two month period with no visits, and only went into bavk yard and was doing something with 2 black boxes. Over the months, we heard strange sounds from *************** plus horrendous smells that would last 2-4 days every few weeks. Got confirmation on 4-10-23 that the home is & has had a rat infestation for years. The person that lived in the home from 1984-2021 was described as a hoarder by neighbors. Pest control man also confirmed the problem was an issue prior to me signing lease. Im diagnosed COPD & have been sick more times since living here then ever in my 48 years. I chalked it up to bad allergies but now that Im aware of the rats & how deadly their waste it, Im sure the non disclosed rat infestation has been a major health problem. I told the management ************** responded I could break lease & get money off the final month since ** having to move unexpectedly. However they sent their own pest control guy, that oddly looks a lot like the manager, and he agreed theres a problem but said its probably my fault!!! Ive never had rats or any kind of pest problems. Im very clean & sanitary. I know why they are trying to make claims & im afraid if the rats have damaged the property which is likely that they will try to hold me responsible & I just cant afford an attorney or I would of already gotten one. These people need to be held accountable. Greed is no excuse for renting a rat infested house to 2 older ladies, my mother lives with me. This is a ************** not sure what to do but I feel like Ive been put in this position through no fault of my own.

  

  Business Response

  Date: 10/18/2023

  Tenant issues had been handled on a timely matter.  All issues were resolved and tenant is no longer a resident to the property.   

• Initial Complaint

  Date:01/03/2023

  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.

  The power has went out on in my apartment and the manager very rude and disrespectfully stated that we dont have a hired and electrician and you just have to wait! How is this legal???? I need help immediately! Horrible manager by the name ******** ************ is the office number!

  

  Business Response

  Date: 10/18/2023

  Repair service was provided in a timely matter.  Tenant is no longer a resident on the property. Issues were resolved before he tenant left the property.

• Initial Complaint

  Date:11/04/2022

  Type:Delivery 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 at one of Avant Garde's recently aquired properties (Villa Ventura) and decided to move when my lease ended (10/01/2022) due to poor management. It has now been over a month since I've moved and still haven't received or been contacted regarding my deposit. The on site contact, who's there only half as often as she's supposed to be, said that I needed to contact the main office about it. However, the number listed for the company on ****** as well as the number on their website leads to an automated service that offers multiple extensions to various parties, all of which I've tried and all of which NEVER ANSWER. I've gone through the prompts dozens of times in order to reach every extension multiple times on different days and NO ONE EVER PICKS UP. I've also left emails to which NO ONE RESPONDS. I need to get in contact with some one from the main office regarding my deposit. This is my last attempt at resolving this with them before legal counsel is consulted.

  

  Business Response

  Date: 11/17/2022

  This issue has been addressed and the tant is satisfied.

• Initial Complaint

  Date:10/12/2022

  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 moved into these apartments August and paid over 3,000$ for move in fees. The unit had holes, mold, uneven flooring and plumbing issues which I was reassured would be fixed. They never were fixed. Some other tenants busted out my windows in my unit, and the property security caught the tenants and informed my self and the office. When I went to pay my rent 10/01, I was told by the apartment community that I had to pay my rent plus an additional 900$. I did not pay, and 5 days later I received a notice of eviction stating to pay my rent amount of ****. I tried multiple times from 10/01-10/04 to pay and they would not allow, but when they posted eviction notice, they are saying I only owe the ****. This place is shady, dirty and is a walking health hazard.

  

  Business Response

  Date: 10/17/2022

  Hello, I am sorry to say we do not manage a property with this address. 

• Initial Complaint

  Date:09/14/2022

  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.

  Avant Guard gave me 30 day notice to vacant property due to new owners. I left and went to another one of ther properties and allowed my lease to be terminated 7 months early.Because a avant guard employee made a mistake in resigning my lease. I left the apt in great condition because I wanted to have my deposit transfered to a new property. I hired soneone to paint fix drywall and replace any obvious issues. The handyman charged me $300 and I was ok with that. When I went to pick up my deposit it was $220 out of $700. The funny thing is that the final walk thru was not done with me present. Which I requested and half the apt was already demolished when the avant guard owners did walk thru. They tore up tile, destroyed cabinets a Long list and Pictures I can provide. I had a verbal agreement with ******, I terminated my lease almost 7 months early in return ****** said that I would be compensated with full refund. Which was partially why I felt paint and cleaning woukd be appropriate to do. I feel as though they should compensate me a full refund and Morally I woukd feel like both parties did the right thing.

  

  Business Response

  Date: 09/22/2022

  ****** has reached out to the tenant and showed them pictures of why the charges were made. There were a few items that were damaged, and the apartment was not cleaned. The onsite manager was generous on the charges made and refunded the deposit in a timely manner. Thank you!