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Complaint Details
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Initial Complaint
11/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Obon ******** 1604 ***** ******************** ************************* 11/25/2024 ***** ******************** Apartments Subject: Formal Complaint Regarding Lease Renewal and Billing Issues Dear ***** ******************** Management,I am writing to formally express my dissatisfaction with the handling of my lease renewal and the subsequent billing issues I have experienced. I believe this situation has been mishandled and warrants both acknowledgment and ************* original lease ended in March 2024, and since then, I have made multiple efforts to renew it. I visited your office several times and was consistently informed that I would receive a lease renewal through the portal and via email. However, despite these assurances, I never received the renewal.For the last eight months, ***** ******************** continued to bill me at the original rent amount. Recently, I was informed that I owed back rent at the month-to-month rate, which I never agreed to or authorized. To address this matter, I visited your office again on November 1, 2, 3, and 4, and was informed that the lease renewal had not been properly communicated to me. I was promised that a new lease would be sent to me before November 5, but as of today, I have yet to receive it.This entire process has been highly frustrating and has caused me unnecessary stress. I have consistently attempted to renew my lease since March 2024, yet I have not been given a fair opportunity to do so. Additionally, I find it unacceptable that ***** ******************** is attempting to retroactively charge me at the month-to-month rate without my consent.Given the circumstances, I am requesting that this issue be resolved promptly and that I be offered appropriate compensation for the inconvenience, miscommunication, and lack of professionalism I have experienced.I trust that you will take this matter seriously and respond to me in writing with a resolution. I look forward to hearing from you by [December 1, 2024].Sincerely,Obon ******** ***********************Business response
11/25/2024
We sincerely apologize for the experience you've had. Please allow us some time to thoroughly investigate the matter, and we will work towards a resolution as soon as possible.
Thank you for your patience and understanding.Initial Complaint
11/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have not received my deposit back from *********** at ********** located in ******, **. I moved out at the end of my lease which ended AUGUST 4th. I surrendered the keys 8/3/24. I provided our forwarding address. It is 11/22/24 and I have yet to receive my deposit back. Colorado law states that after 60 days, the landlord must give back full deposit. My deposit is $1569. I have called corporate and nobody responds and when they do as soon as I say the reason I am calling for I get hung up on. I've received zero response. No one will return my calls and the leasing office just says they are no longer responsible. I now have no choice but to sue. I have attempted to email multiple times since moving. Nobody will respond.Business response
12/10/2024
We are requesting documentation from the on-site team to confirm if you are entitled to a refund. Once we receive your final statement, we will be able to confirm what your final charges were and whether or not a refund will be issued. Kindly provide the address where you would like us to mail the refund if you are entitled to it.
Customer response
12/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My forwarding address is *******************************
Sincerely,
***** ******Initial Complaint
11/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
When I moved into ***** Arbor Apartments in November 2023, I submitted a $550.00 security deposit. Upon moving out on 23 August 2024, I was told they would review my paperwork and inspect the apartment prior to delivering my sec. deposit to my forwarding address. I received no notice of any issues with the apartment and have called and left messages with the answering service and sent several emails and still have not received my security deposit or an explanation.Business response
11/22/2024
Our records show that we sent a refund check after deductions on your final statement.
The refund amount of $4.49 is based on the final accounting of charges and credits after applying the security deposit and utility deposit. Here's the updated breakdown with utilities grouped together:
1. On Hand (Total Deposits):
Security Deposit: $400.00
Utility Security Deposit: $100.00
Total Deposits: $500.002. Balances Due:
Utilities (Environmental Fee, Master Metered, Pest Control, Trash, Utility Billing Fee): $84.803. New Charges (Move-Out and Miscellaneous Fees):
Carpet Cleaning: $80.00
Drip Pan Replacement: $50.86
Apartment Cleaning & Sanitization: $145.00
Utilities (August Water Bill, Trash Fee, Utility Billing Fee, Environmental Fee, Meter Fee, Pest Control Fee): $84.85
Gym Card Not Returned: $50.00
Total New Charges: $410.71
Final Accounting:
Total Deposits: $500.00
Total Charges (Balances Due + New Charges): $495.51
Remaining Balance to Refund: $4.49
This refund reflects the remaining balance after all deductions for utilities, unpaid balances, and move-out charges.Your Vendor ID is: *******
Check Number: 0000750747
Processed on 10/04/2024
Amount: $4.49
If you have not received it, please provide your current address so we can re-issue the check.
Thank you.
Initial Complaint
11/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Illegal towing was done last 11/19/2024. We were paying for 2 parking spots monthly. Whoever called the towing company didn't verify first if my car is registered paying it's monthly parking spot. It says that parking tag is not visible. Found my tag at the passenger's seat floor, fell from my rear view mirror. Without warning and verification, they towed my car and I had to pay the amount of $605.Business response
11/25/2024
Thank you for reaching out. To better assist you, could you please provide the name of the apartment complex this inquiry is related to? This information will help us locate the relevant details and address your concerns promptly.Initial Complaint
11/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/26/24, I was notified to sign my lease with their Tewksbury Commons property. I had been trying to reach a resolution to incorrect lease information (via email and in person). On 11/8/24, ***** *** (acting manager) fixed the issue and issued me a legal lease. I signed my new lease on 11/8/24 after asking ***** to adjust my leasing dates to begin in 11/8/24 the date of the new lease contract. He told me I need not worry about any fees and to contact the Two Coast Living resident relations office. On 11/17/24. I received a notice of non payment of rent. I called the office and spoke with ***** *** who berated me, ridiculed me and again told me to pay the amount (which he will not explain and does not add up to any reasonable or explainable expenses) and to wait for resident relations to respond. Its been over be week and Ive received no contact from Two Coast Living even though Id been told they would reach out within one day! *** hired an attorney to resolve unexplained fees.Business response
11/25/2024
Thank you for reaching out to share your concerns. We understand the frustration you have experienced and acknowledge the challenges youve outlined.
At this time, as you have indicated that you have engaged legal representation, we are unable to provide further direct assistance regarding this matter. To ensure proper handling, we recommend that all future communication regarding your concerns be directed through your attorney.
Should you or your legal representative require documentation or records from us, we are happy to coordinate through the appropriate legal channels.
Thank you for your understanding.Initial Complaint
11/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I applied for an apartment rental in which I had to put down a $400 deposit. The Residence of ******** in ******* denied my application and never sent me my refund of $400. I went to the administrative office several times and called several times. No one has ever reached out to me or provided me with a solution.Business response
11/14/2024
Check #********** was initially processed on 09/06/2023 but was automatically voided.
We have requested Accounts Payable to reissue the check and send it to the new address you provided over the phone today.Initial Complaint
11/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I lived for almost 3 years in Arbor Oaks Apartments in **********. After losing most of my furniture, clothes and shoes due to mold, we moved in August 2024. My deposit of $4,650 has not yet been returned and despite having gone to the property manager more than 50 times, opened a ticket on the Two Coasting website and tried several contact by email, they never gave me my money back and when they respond, they rarely respond with vague answers. They put my name in court for lack of a payment that I had already made and as if that were not enough, I am still paying an absurd amount of lawyer fees to resolve this. This company should be closed! Terrible service and it is illegal to withhold money that is not theirs.Business response
11/14/2024
Our records indicate that a refund is indeed owed to this former tenant, and we are actively working to resolve this matter. We have been in direct communication with her regarding this issue. However, due to a recent transition to a new software system, we are currently experiencing challenges in retrieving the specific status of this refund. This software update has temporarily limited our ability to access certain historical data, including financial transactions.
Please be assured that we are diligently addressing this issue with our IT and Accounts Payable teams to expedite the resolution. Once we have successfully pulled the necessary information, we will promptly issue the refund and communicate directly with the former tenant through ticket CS-538615.
We sincerely apologize for any inconvenience this delay may have caused and appreciate the tenant's patience as we work through these technical difficulties. Our goal is to ensure that this matter is resolved as quickly and efficiently as possible.
Thank you for your understanding.Initial Complaint
11/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am filing a complaint regarding an unauthorized debt collection notice I received from I.Q. *********************** on behalf of ******** at *****************, my previous property management company. Despite vacating the property on September 1, 2024, in accordance with the lease agreement, I am being wrongfully pursued for a rent payment for September.I was a tenant at ******************************************************************************* I moved out on September 1, 2024, as per the terms of my lease agreement and previous written correspondence with the leasing office. On that date, I returned the keys, concluding my tenancy with no outstanding balance.Despite fulfilling my lease obligations, I received a debt collection notice from I.Q. *********************** for $1,510.85, allegedly for unpaid September rent. This charge is entirely erroneous, as I had vacated the property at the beginning of September.****** ******* ******, the property manager at Heritage at *****************, verbally confirmed that this charge is a mistake and that I should not owe any rent for September. However, despite this acknowledgment, no written confirmation rescinding the debt has been provided, and the debt collection action has not been canceled.I request that I.Q. *********************** cease all collection activities related to the erroneous rent charge and that the charge be completely removed from my account.I request that Heritage at ***************** promptly return my security deposit, as no valid charges or deductions apply.I request written confirmation from both the property management and debt collection agency that this matter has been fully resolved and that no adverse impact on my credit will occur.I have attempted to resolve this matter directly with both the property manager, but I have received minimal response. The erroneous debt collection has caused unnecessary stress and may impact my credit, despite the clear evidence that this charge is invalid.Business response
11/14/2024
We sincerely apologize for the inconvenience and frustration this situation has caused. Please know that we take your concerns very seriously. We have requested that the collections company place your account on hold while we work to resolve this matter.
Our team is currently reviewing your account to identify and correct any discrepancies. Once we have made the necessary adjustments, we will promptly provide the collections agency with the required documentation to either adjust the balance appropriately or close the account entirely.
We understand how important it is to resolve this issue in a timely manner, and we are committed to keeping you informed throughout the process. You can expect to receive an update from us as soon as the corrections are made and we have confirmed the next steps with the collections agency. We will update you through Ticket #CS-254978 which is a complaint you submitted directly with Tenant Relations.
Thank you for your patience and understanding as we work to address this matter. If you have any further questions or concerns in the meantime, please do not hesitate to reach out to us directly.Initial Complaint
11/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After signing the lease and getting keys to enter the apartment, the apartment was FILTHY dirty, due to a leak that took longer than expected to repair, there were no blinds, or a washer in the unit. The unit was not ready for move in. I immediately went back to the office and told management who is name nehdine but was just filling in from California since there was not a property manager at the time (or **** had just been hired and hadnt started yet.). She and I came and went through the apartment and she took notes and assured me that she would have a deep clean done and contact me when it was complete. Two weeks go by (we still havent moved in, waiting to hear back from her) so I go back to the office to find that **** has started and is there with another higher up manager who we met on our initial visit to fill out paperwork and get approved. She had no idea of ANYTHING and thought that we were all moved in. She assured us that it would be cleaned asap and we would be offered concessions. It was cleaned (barely) but were never given any concessions to make up for our apartment flat out not being ready. Fast forward we receive a letter letting us know that our lease is expiring and need to give 60 days notice, and they have the WRONG date listed as our move out date - they tried to rope us into another month! Even after showing them our lease that we signed and saved there still has to be approval from above?!? Oh and **** the manager lasted about three months and now we have again NO MANAGEMENT so when I went to turn in the 60 days notice the associate wasnt going to sign it because Im not management so I cant and I said well youre signing it, not getting stuck in a month to month lease. To make things worse, the lights that illuminate the corridor stairway were knocked out in hurricane ****** and have not been replaced over a month later, so it is PITCH black in the mornings and I fell when I missed the last step. Life safetyBusiness response
11/14/2024
Our records indicate that you are on notice to vacate and that your lease end date is January 5, 2025. Are you saying that this lease end date is incorrect? Please provide a copy of the Lease Agreement that you are mentioning.
Regarding the compensation and deficiencies at move-in, did you bring that up to the current property manager?
We are happy to contact our on-site team and upper management to accommodate your request.
Initial Complaint
11/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Subject: Improper Handling of Account Leading to Collections Despite Timely Payment History Description:I am filing this complaint regarding ******** handling of my account following my recent move-out from their property. Throughout my lease, I maintained consistent, on-time payments and had no outstanding balance upon moving out. I was informed that my account was sent to Collections after I left the property, even though I was fully prepared to make any final payments on the 1st and had been out of the residence for less than 30 days.On October 7th at 1:45 PM, I spoke with a representative, ***** *****, who assured me I would be contacted by a property manager to address this issue. Despite his promise, I have not received any follow-up communication, leaving me with unresolved questions about why my account was escalated to Collections under these circumstances.Resolution Sought:I am seeking an immediate resolution, including:1.Removal of my account from ******************* communication from ******* regarding any final balance due,3.Assurance that my credit report will not be negatively affected by this error.This complaint reflects my frustration with Cadences lack of communication and responsiveness. I request that this matter be addressed promptly to avoid further escalation.Business response
11/14/2024
Our records show that you had a security deposit of $500 and an outstanding rent balance of $611. Additionally, your final utility charges amounted to $55.04. We applied the $500 deposit toward this debt, leaving a remaining balance of $165.96.
Account in Collections:
Account #**********
Current Status: Pre-Collect
Please note that the "Pre-Collect" status means this account has not yet been reported to the credit bureaus. We will reach out to the manager to verify the balance and will contact you shortly to address any questions or concerns you may have.
Thank you for your patience as we work to resolve this matter.
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Customer Complaints Summary
881 total complaints in the last 3 years.
306 complaints closed in the last 12 months.