Complaints

This profile includes complaints for Irvine Company Apartment Communities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Irvine Company Apartment Communities has 187 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Irvine Company Apartment Communities

  Irvine, CA 92617-3045

• 

  Playa Vista - Malibu

  12665 Village Ln Playa Vista, CA 90094-2898

• 

  Crescent Village - Mirada

  3200 Zanker Rd San Jose, CA 95134-1943

• 

  Crescent Village - Verona

  385 River Oaks Pkwy San Jose, CA 95134-3467

• 

  River View

  3477 Lily Way San Jose, CA 95134-3456

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:01/10/2024

  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.

  It's been two month since we moved out of the apartment of promenade of IRVINE COMPANY. And we still haven't received a refund for our security deposit of $ *******. We are very confused about this matter. On the notice to move out, there are just three names (*****************, ***************, *******************). However, what Irvine Apartments returned to us was a check with 5 people's names on it, so we were unable to get our money back. The other two people (************, *************************) have long left and are no longer included in the lease contract, and their names are not included in the final move-out notice document. And the above two people are no longer in *****************, and we are unable to contact them. We explained this situation to the Irvine Company and returned the incorrect check. We asked they reissue the correct check to us. But we never received a response from Irvine Company. They don't seem to want to give us our deposit back. I hope you can help us get the deposit with the correct check.

  Business Response

  Date: 01/16/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced during your move out process. We will do everything we can to resolve the issue as quickly as possible.
  

  Customer Answer

  Date: 01/19/2024

  According to the requirements of Irvine Company, we found all the tenants and sent the consent email to Irvine Company separately. Since all the tenants were scattered, we agreed to have Irvine write the check in the name of one of the tenants so that she could easily collect the deposit at the bank, which she would then distribute to us. By January 5th, all tenants had emailed Irvine. The Irvine Company, however, has been silent. So one of the tenants went back to Irvine to negotiate, and Irvine said it had not received anyone else's email, only this tenant's. After that, all our tenants sent the email again. More than a dozen days have passed, and the Irvine Company still hasn't stirred.
  
  I would like to ask Irvine: Are you doing your job at all? Why is it so hard to get our money back? You don't get it, you play dumb. It wasn't until we talked to you about it that you said you didn't get it. But our email says you received it. But we let it go. We resent it as you requested. But then, you disappeared again. You let us down! We wanted to introduce our friends to Irvine, but now we can't. I'm afraid you're playing with me.
  
  My demand is: give us the deposit check now, we just want our money back!! Because so far, we have provided all kinds of information according to the requirements of Irvine Company 100%, without any requirements of our own. Just get the check!
  
  Please ask the BBB to do justice for us. Irvine Company plays dead and indefinitely delays the money that should be paid to us!!

  Business Response

  Date: 01/24/2024

  We have revised and issued a new security deposit refund check with the requested changes. Please allow approximately 7 - 10 business days to receive an updated check to the address provided by the complainant. If there are any other concerns the complainant would like to bring to our attention, please let us know.
  
  

• Initial Complaint

  Date:12/15/2023

  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.

  My problems with the Irvine Company started in 2021. I moved from out of state, and was told there were no photos of the unit I was interested in, but was referred to the layout on the website. When I arrived to the unit on move-in day, I discovered the unit did not have a balcony, despite the floor plan on the website saying it did. The Irvine ** representative said I could pay more for a unit with a balcony, but that otherwise management did not care (verbatim, he said they do not care). I posted a review on ****** of my experience, which also noted the frequent vomit sightings, which was somehow removed from ****** reviews and is now not visible. Many existing reviews are very clearly fake. Less than a year later, the Irvine Company's website magically deleted my leasing account, and added a random man's email. I got an eviction notice because my autopay account was deleted. The random man was then sent every maintenance request email and leasing email that followed, including my apt # and rent amount. They only fixed it after 6 communications, including an angry email from the man himself. When I attempted to move to another property, the Irvine ** said I had to give them intent to vacate before they would approve my new application. After I did so, I found out they had misrepresented my next unit. When I moved to a new unit, all I asked is that they not change the carpet, because they started using an incredibly cheap, plastic-feeling carpet that flattens under any traffic. (It mats together and looks disgusting. I have honestly never seen such cheap carpet in my life.) The leasing agent said that should be no problem. Lo and behold, they replaced the nice carpets with plastic garbage, while also raising the rent an astronomical amount. I also had my apartment measured, and found out they grossly inflated my square footage. I genuinely hope the sociopaths who profit from the current housing crisis with illegal practices are held accountable one day.

  Business Response

  Date: 12/22/2023

  patio, a free storage unit for a year (***** value), and 2 complimentary game-room rentals ($800 value). The complainant declined this offer. The Leasing Manager then reviewed the 30-Day Satisfaction Guarantee which would allow her the option to select a different community.  The complainant said she would think it over and respond back to the Leasing Manager via email.
  
  
   Regarding the email complaint from the complainant previous roommate. The email address the previous roommate provided on his leasing application was **************************** but on 8/19/2022 there was a system update which changed the email address on file to ***********************. We were not aware of this change until 12/6/2023 when we received an email response from *********************** asking to be removed from the email thread. Once we discovered the change, our team confirmed, we updated the email address on file back to "*************************".
  
  
   The complainant has moved into an apartment at a sister community, therefore the ********************* team has no comment on this matter.
  
  
  I hope this correspondence clarifies our position with regard to this issue. As always, we appreciate all of our Residents, and Resident satisfaction remains our primary concern. However, at this time, we consider this matter to be closed. 
  
  

• Initial Complaint

  Date:12/13/2023

  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 am filing a formal complaint against ******** Apartment Homes Management due to alarming instances of discrimination, harassment, and threats that violate our tenant rights and create an unsafe living environment.Incidents of Discrimination and Threats:Our tenure at ******** has been marred by mistreatment, discrimination, and threats, directly contradicting the principles outlined in the lease agreement and ********** tenant rights laws. The management's actions include confrontations, threatening notes, racial profiling, and recurring vandalism of our vehicles, establishing an environment that is far from the secure and peaceful living that we anticipated.Specific Incidents:Unauthorized entries into our home.Maintenance team entering our bedroom without notice.Excessive and unexplained maintenance in our apartment.Inadequate response to AC issues.Limited access to community amenities.Derogatory treatment from neighbors.Repeated instances of car vandalism, with reports of tire damage, scratches, and other significant problems occurring while parked.Financial Coercion and Threats:Today, we received a 3-day notice of termination or quit, falsely claiming non-payment of rent. In reality, we were awaiting the landlord's response to deduct two weeks' rent based on the time we had to vacate during maintenance. We request an amendment to the lease for that month, reducing the rent from $4150 to $2075.Rent Payment Status:It is crucial to clarify that, as of the date of this complaint, we have fulfilled our financial obligations by making the full rent payment until this point. We do not owe ******** Apartment Homes any outstanding amounts.Safety Concerns and Plea for Resolution:Our initial intent was a peaceful departure from ******** to live somewhere we felt genuinely welcome and safe. Unfortunately, the management's actions indicate a desire to coerce us into staying against our will, even though we have faced continuous harassment and discrimination. We fled our home country seeking peace, and ********'s actions have denied us the tranquility we sought.Opposition to Penalties:We strongly oppose paying penalties for early termination, as our primary concern is our safety and well-being. We refuse to jeopardize our lives in a community that has shown hostility towards us for reasons beyond our control.Seeking BBB Intervention:This complaint serves as a plea for BBB intervention to investigate and address these severe issues promptly. We implore the Better Business Bureau to uphold fairness, justice, and our right to live free from discrimination and harassment.Thank you for your immediate attention to this urgent matter.*********,*********************

  Business Response

  Date: 12/15/2023

  We regret to hear about your experience at ******** Apartment Homes, please know we take these matters seriously. Our team attempted to reach out to the complainant via telephone on Wednesday 12/13 after receiving an email the same day, with no answer.  A voice message was left requesting a returning the call so we may ask some questions to gain further details regarding the concerns and to have a better understanding of the situation. Should there be any further questions or concerns, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:12/06/2023

  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 husband and I applied for an apartment at one of Irvine company apartments locations (the village mission valley). On the website it lists individual units to which one can apply for, each individual unit has a description designated to that specific unit. It goes over specific details of the home. The apartment we applied for was supposed to have one of the large balconies and a large pantry. We asked to see the unit and they stated that it was still occupied and that they can show us a similar unit in person. We went to see the similar unit but wanted to make sure we saw the unit we were wanting to apply for. They told us they can send us a video of the exact specifications of this unit. The video displayed exactly what was described in the unit we were applying for. We went ahead and applied and paid the deposit. We instantly got approved within the hour even after receiving an email stating that the security background check would take 2 days minimum. Once the unit we applied for was vacated by the current tenant we asked them if we can see the unit. They allowed us to go see it. Turns out it was nothing like described or pictured in the video or the show unit. The balcony was tiny. You wouldnt even fit a chair in it, the pantry was also very small, way smaller than described and showed in the video. We felt like we were mislead but wed already gave out notice to leave at our current home so we had no choice but to tell Irvine company that we would wait for an home to become available of the same standards they promised us. One never did. They released the home and told us they would refund our deposit but actually never refunded our deposit. They ignored every email, phone call and method we used to contact them. This issue has been very stressful, mentally and physically. We now have no home to move to and our current home has already been leased. All we ask is the return of our deposit.

  Business Response

  Date: 12/15/2023

  Management reviewed the complainant's communication between the complainants and our leasing and residents services team during the leasing process. The complainants canceled the hold on the apartment after 72hrs grace ****** of the initial hold. In a gesture of good faith, the complainant's deposit refund has been processed as of December 12, 2023. The refund check has been mailed to the address they provided.
  

• Initial Complaint

  Date:11/16/2023

  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.

  Hi, my dear staff, I am a resident of Santa Maria 217. I want to complain about Santa Maria Apt, a subsidiary of Irvine Company. The reason is that the dog of 218 neighbors barks every day, from 8 am to the afternoon, probably because there is no one at home, and their dog barking has been going on for several months. Just a month ago, I emailed the manager of ************** about it, but all they could do was write to their neighbors, leave messages and call them, which didn't solve the problems we were troubled by. I also explained the situation to the staff who visited ************** many times before, but there was nothing they could do, and no one really wanted to help us solve this problem, so I asked you for help, hoping that BBB staff could help me.The main reason is that there is no special complaint department on Irvine's website, and I don't know which window to look for to complain. I know this noise problem is common in Apt, but I remember telling us that dogs are not allowed in the house area where we live two years ago, but I don't know why it is possible again. I don't know if this is a breach of contract, so I don't know how to complain and ask for help now. If you have ever dealt with similar situations, please give me some suggestions. Thank you very much. If you are willing, please send me an email. Because my English is not fluent, I need a translator to express my thoughts accurately. Thanks again.

  Business Response

  Date: 11/27/2023

  Management was initially informed on 9/28/23 by the complainant about excessive dog barking coming from a neighboring apartment. The complainant stated that the neighbor's dogs bark every day and showed management a cell phone video of inside his neighbor's home. In the video, you are able to see two small white dogs barking in the home. Management addressed complaints with the neighbor as appropriate per the law. On 10/27/23, the complainant sent an email to management stating that noise was continuing in the form of slamming doors, children screaming, and dogs barking. Management investigated as appropriate but was unable to verify the noise. Management sent a letter out to the entire building regarding noise/dog barking issues as a courtesy. On 11/16/23, the complainant came into the office at approximately 9:30 am to let us know that a dog from the neighbor's apartment had been barking for hours that morning and he had been unable to sleep. Management immediately called the neighbor in question and let them know we received some complaints regarding dog barking for the past few hours. The neighbor stated he was home and there were no dogs barking but would make sure and be mindful of the noise. Management did not follow up with a letter at this time, due to a lack of evidence and being unable to verify it at the time of instance. Management will continue to monitor the situation and address any and all noise complaints as necessary and in accordance with the law.

  Customer Answer

  Date: 11/27/2023

  I am very grateful to the staff at the leasing office for recording my complaints every time, but I feel that this is not enough because the noise situation has not improved much. This matter has seriously affected our life and mood in the house. I am very anxious. There is no better way to solve the noise problem. If I need to record the continuous noise every time, then I will record a video or audio recording for you. If what I say is true, you can ask the neighbors next to you and ask if you hear it often. Dogs barking, doors slamming, children making noises under the room? I think we who also pay rent, although we live in apt, do not get the quietness we should have. It is too noisy. Some of the noise is due to maintenance of public facilities. I can understand it, but it is just that the continuous noise from the neighbors makes me irritated. I also know that what you can do is very limited and you cannot ban neighbors from making noise. I just hope that this matter can improve and get better and better instead of getting worse. This is very important to every resident. I hope that the office will Friends, there are some measures you can take. If this is still the case, will my complaint be effective?

  Business Response

  Date: 11/29/2023

  On 11/17/23, management informed the complainant via email that all noise concerns should be reported to our on-site office. We have not received any noise complaints or reports since, however, management is continuing to monitor the area daily in accordance with the law. Management's monitoring efforts and inquiries with neighbors have not produced any evidence of noise. As always, we appreciate all of our residents and resident satisfaction remains our primary concern, however, at this time we consider this matter closed and we will continue to address any reported noise concerns in accordance with our procedures in place.

  Customer Answer

  Date: 11/30/2023

  
  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,

  I would like to thank again all the staff who spent time on this matter. I dont want to cause any more trouble to you, but I just cant accept the noise that lasts for a long time. Whats more, the barking situation of 218 dogs next door to my bedroom has indeed improved, but not that much. The long barking, intermittent, is barely acceptable. Also, please dont blame 219s friends, the lovely long-haired white gentleman. We like the 219 family very much. They are very quiet. I can hardly hear their noise. Maybe its because there is a newborn baby. Our building only has There will be continuous noise in 218. I have also tried giving them gifts and asking them face to face not to close the door vigorously. These actions are very polite, but it is of no use. Oil and salt are not allowed to enter. Because of this incident, we no longer say hello. We no longer say hello. Greeting each other is meaningless! The attitude behind it says it all, either we will move out in the near future, or we will continue to endure it, that's it ~ I wish you all the best
  
  Bingqi Pan
  
   

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  On Wednesday we moved into the apartment. In Thursday we noticed some bugs in the dot. In Friday, it became an infestation of hundreds of ants in the living room, kitchen, and bedroom. On Friday we called the front desk to call the pest control service to come in. After waiting for 5 hrs on Saturday, no one came in. When contacted later to see if the pest control company came we said no. We were told that they wood try to come in on Sunday. Noone came. On Monday, I complained that the room was not prepared for living and disputed paying for the first months rent or paying for the penalty of paying 2 months should we decide to move out. My dad has cancer and is very weak. When asked if there was a way to file a formal complaint, I was told that only the **** of that company could help me with that

  Business Response

  Date: 11/10/2023

  We regret to hear about this experience. The health and safety of our residents is a top priority for us and, as a result, our staff takes all reported maintenance issues very seriously, working closely with professionals to ensure each reported issue is addressed in a timely manner with the appropriate level of attention. Management was made aware of the ant issue on Saturday by the resident calling our office. We attempted to contact our pest control vendor to have them come out, same day, but they were unavailable for the weekend. We informed the resident of this information and let him know that our pest control vendor comes out on Mondays. On Monday, our pest control vendor came out but the resident refused an interior treatment so an exterior treatment was performed. On Wednesday, our pest control vendor came out again and the resident refused the interior treatment so another exterior treatment was performed. Ants and other pests can be unforeseen which is why we offer a free, weekly pest control service upon request to all of our residents. We are continuing to work with this resident in regards to their ant issue and apologized for any frustration that they have experienced. We will continue to make every effort to address this and any future concerns that this resident may have.

• Initial Complaint

  Date:11/06/2023

  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.

  I am former tenant of Irvine Company Apartment Communities who rented an apartment from March 2019 through September 2023. The address of my unit was **** Pendio, Irvine, ********** When I moved into my unit in 2019 the Irvine Company waived my security deposit. I moved out of my unit in September 2023. I spent a great deal of time cleaning my unit and in fact, the person who can to inspect my unit upon my move out he stated to me that the unit was in very good condition and clean. I was then sent a final account statement from the Irvine Company for money's they claimed to be owed for cleaning as well as past Sewer, Water and Trash fees. As part of the cleaning fees they included Carpet cleaning, ************ Scrub, Remove ********************** and Spot Dye /Bleach. The total amount of the cleaning of the carpets: $147.00. I called Irvine Company and they stated that I was responsible for the carpet cleaning but they would waive the Removal of Furniture Marks Indents in the amount of $12.00. I've conducted research and with respect to the carpet the departing tenant is only responsible for damage beyond normal wear and tear. Therefore, the carpet cleaning that Irvine Company is claiming is the landlord's responsibility. I have photos and a video showing that there was nothing related to the carpet that was beyond normal wear and tear. I've also spoken to a number of state agencies who oversee landlord tenant issues including the *********************** of Orange County who confirmed to me that as the former tenant I am not responsible for the cleaning of the carpet. I sent payment and deducted the amount of the carpet cleaning but the Irvine Company refuses to take responsibility for the carpet cleaning. I believe this is a fraudulent charge and that I am not responsible as they have failed to show the carpet was damaged or stained and that anything was beyond normal wear and tear. I refuse to pay for this cleaning that is not my responsibility.

  Business Response

  Date: 11/07/2023

  Management conducted a Pre-Move Out Inspection with the resident present on 9/22/23 and it was determined that a full cleaning of the apartment, a carpet clean and a power scrub was needed to return the apartment to the same condition of cleanliness that it was in when the complainant moved into the home. In addition, there was a green stain found on the bedroom carpet that required a specialized stain removal process of spot dye & bleach. These charges are reasonable and authorized by ********** law. All inspection reports, pictures and the carpet vendor invoice have been provided to the complainant.
  

  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to make any other adjustments to the security deposit disposition. 

  Customer Answer

  Date: 11/07/2023

  California law requires that the carpet must have been damaged or stained or dirty which is beyond normal wear and tear.  This also includes minor discoloration of the carpet which is not beyond normal wear and tear.  The tenant is not responsible for putting the carpet is the same condition that it was in prior to my move in.  The normal wear and tear for living in this apartment for more than four and a half years requires the landlord to clean the carpet.  As I stated previously, in my original complaint, under ********** law carpet cleaning is the responsibility of the landlord unless they can demonstrate dirt, stain and damage beyond normal wear and tear.  Again, I have confirmed this with numerous state and local real estate agencies and previously provided the following to the landlord:

  Pursuant to California Civil Code Section ****** (e) which states in relevant part:
  
  The landlord may not assert a claim against the tenant or the security for damages to the premises or any defective conditions that preexisted the tenancy, for ordinary wear and tear or the effects thereof, whether the wear and tear preexisted the tenancy or occurred during the tenancy, or for the cumulative effects of ordinary wear and tear occurring during any one or more tenancies.
  
  In addition, normal wear and tear is the deterioration that occurs as a result of the tenant using the property as it was designed to be used including gently worn carpet. Carpets typically become discolored, indented and gently worn when used in a normal way.  The condition of the carpet on move out was only subject to normal wear and tear and it is clearly the landlord's responsibility.

  Business Response

  Date: 11/14/2023

  In response to the complainants request that we reconsider our position, we have once again re-evaluated their resident file regarding their concerns.
  
  The charges on the move out statement (carpet clean - $53, carpet/power scrub, $54 and carpet/spot dye bleach, $28) are reasonable and authorized by ********** law.
  Nonetheless, after careful consideration and as a customer service gesture only we have agreed to waive the carpet clean charge of $53 and power scrub charge of $54. The $28 charge to remove the green stain shown in the pictures provided to the complainant will remain unchanged.
  
  We will not be making any adjustments to the complainants security deposit disposition. 
  
  I hope this correspondence clarifies our position with regard to this issue. As always, we appreciate all of our Residents, and Resident satisfaction remains our primary concern. However, at this time, we consider this matter to be closed.

  Customer Answer

  Date: 11/29/2023

  
  Better Business Bureau:
  
  While I don't completely agree with the recent response 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 have received the revised notice from the business, made the revised payment and consider this complaint resolved and closed.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:10/19/2023

  Type:Billing 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.

  As a Veteran of US Air Force, I was afforded the opportunity to purchase a home through my VA loan. However, due to timing, I had to break my lease with Mirasol Apartments. I paid the breakage fee of $2,500 and all outstanding amounts which was noted on their inspection. I recently discovered that there is a collection amount of $608 from Mirasol Apartments on my credit report. I don't believe I am responsible for this amount. I attempted to contact business several times and there has been no response. I am pleading for your assistance as my credit means a great deal to me and derogatory remarks have an impact on my financial opportunities.My previous address was ************ in Irvine. Vacated in Dec 2019. Name is ************* - can't imagine there are too many people with this name so it should be easy to idenfiy.

  Business Response

  Date: 10/24/2023

  Management reviewed the claimants response and claim. The lease termination fee was paid by the claimant before their move out and there wasn't a balance at the time of move out. 
  Management inspected the complainants unit after they vacated and determined that all Final Account Statement charges are correct. Management determined that a full cleaning of the apartment and/or carpet was needed to return the apartment to the same condition of cleanliness that it was in when the complainant moved into the home. In addition, heavy staining in the entryway area necessitated a specialized stain removal process. These charges are reasonable and authorized by ********** law.
  
  
  Additionally, management determined that painting of the home was needed based on multiple scuff marks throughout the home. Because the paint in their former apartment was last replaced on 7/31/2019 (prior to their move-in on 8/15/2019) and no other residents occupied the apartment during that time, we determined the damage occurred during the complainants tenancy. They were therefore charged for the prorated cost of the painting invoice, not the full invoice. 
  
  
  The Final Account statement was finalized on 12/21/2019, the claimant was called and left a voicemail regarding the statement and was mailed to the forwarding address on file on 12/23/2019. The Final Account statement was emailed to the claimant on 1/10/2020.  No payment was received for the charges and sent to collections on 1/30/2020. The complaints file was reviewed on 10/16/2020, 9/2/2021 and 11/5/2021 in response to the claimants ************* disputes regarding these charges and all charges were determined correct at those times.
  
  
  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to make any other adjustments. 
  
  

  Customer Answer

  Date: 10/24/2023

  hello, although I feel their determination is unfair as stains could have occurred after my move out.  I would like to settle matter and have any derogatory remarks removed from my credit report.

  please send letter to my current address: 194 Frame, Irvine ***** along with verbiage to indicate account paid (not settled) in full.  Upon letter, I will remit full payment.

  Business Response

  Date: 05/24/2024

  We are sorry to hear that there was a misunderstanding regarding the terms of your lease. Our team has addressed your concerns and reviewed your charges based on the condition of the apartment home upon move-out. Should you have any further questions, please do not hesitate to contact our team for further assistance.

• Initial Complaint

  Date:10/09/2023

  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.

  This company ***** and it tries to take away all your deposit possible by adding a lot of harsh terms. For instance, they insist for you to use your own deposit to pay for the carpet cleaning and wont allow you to hire a carpet cleaner in a cheaper price. Why? They said it is part of the pet cleaning charges. If so, then why charge us each month for additional fee for pets? In addition, they add a lot of requirements to tenants so they dont need to do any cleaning for the new tenants. They keep increasing rent every year and try to trick you to agree on paying more when you renew your lease. You need to be very careful signing the lease renewal otherwise you can be tricked. They also charge you for painting the wall for at least $400. If you paint it yourself, you need to go to the exact store and buy the exact color and spend several hours painting the wall. It will cost you a fortune to terminate the lease ahead of time and the company is extremely greedy!

  Business Response

  Date: 10/17/2023

  Management completed a pre-move-out inspection of the complainants unit on or around 9/23/23. Due the marks on the wall, it was determined a paint would be needed at  the time of move out should the complainant not repair back to move-in condition as stated in the lease agreement. The complainant was provided with a copy of the estimate and was also explained that the paint would be charged at a prorated costs and not the costs the estimate was displaying. 
  Management completed a final inspection of the complainants home on 10/8/23. Although the complainant attempted to repair some of the markings on the wall via touch up paint, it was determined a full paint would be needed along with a full apartment clean and carpet cleaning with repairs (pet urine treatment, stain removal, power scrub). 
  At this time, the final statement has not been completed; however, all charges will be reasonable and authorized by ********** law.
  We have evaluated the complainants resident file regarding their concerns and after careful consideration and review of all inspection reports, our position on this matter remains unchanged. It is our position that all of the future charges will be justified and proper, and we respectfully decline to make any adjustments.
  

• Initial Complaint

  Date:10/06/2023

  Type:Customer Service 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.

  On Monday 10/2 I Requested Centerpoint Apartments (Irvine Company) to provide window cleaning services to our unit due to several windows in our apartment being covered in bird f**** Not only did Centerpoint respond to us saying they no longer offer window cleaning services, they also said we cannot utilize our own vendor to remedy the issue.Not only have our windows not ever been cleaned from the outside for ~3 years (the length of time weve lived here) they are now covered in bird f**** which is A) unsanitary and B) obstructing our view to the outside. Living on the 4th floor prohibits us from self-cleaning the windows. We pay nearly $4,000 to live in this apartment and are simply asking for a common sense request which should be done to maintain the building on a regular cadence. They claim safety as a barrier to complete this task, but regularly have tree trimming services which requires vendors to scale trees surrounding the complex.I am asking for the BBB to investigate and take action against Irvine Company in this matter. Irvine company is a multi-billion dollar company. Cleaning bird ***** matter from windows for a safe and healthy living experience is not a big ask.

  Business Response

  Date: 10/30/2023

  Management has had the opportunity to inspect the exterior of the Resident's windows, while Management did not at that time determine the view to be obstructed or limited as a result of dust or debris build up on the windows and subsequently advised that window cleaning is the responsibility of the Resident if their view is not obstructed or limited. Management provided the Resident with that response and advised that the Resident contact a vendors of their choice to have this work completed.  
  
  Subsequently, we have reevaluated the complainants resident file regarding their concerns and after careful consideration, we will be granting a one time window cleaning as a customer service gesture. Management will coordinate vended work with Residents to set a date and time to have this work completed. 

  Customer Answer

  Date: 11/02/2023

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