Complaints

This profile includes complaints for Two Coast Living's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Two Coast Living

  11766 Wilshire Blvd #1500 Los Angeles, CA 90025-6552

  
• 

  The Grove

  1 Lakeville Cir Petaluma, CA 94954-5753

  
• 

  Terra Mar

  93 Dune Lakes Cir Santa Rosa Beach, FL 32459

  
• 

  Shadow Ridge at Southlands

  24750 E Applewood Cir Aurora, CO 80016-3904

  
• 

  Royal Crest Estates

  37 Courtney St Fall River, MA 02720-6701

  

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:02/28/2025

  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 moved to **************************************** Apt ****** on July 30th, 2021, and moved out September 4th, 2024. Since the move, I have been trying to get my security deposit refunded to no avail. Supposedly a check was sent, and I had to sign for it, but I work and by the time I got to the **** to pick up the check, it was sent back to their corporate office. I've spoken to April/Property Manager, and she advised they were sending a check out again and the only thing they should be charging is to clean the carpet as everything was left clean. Carpet is another story as it just had normal wear and tear. When I try calling April again, she was gone. Spoke with ******/Property Manager and she was going to resolve issue and when I contacted the office again after not hearing back, she was also gone. Third ****** I spoke with was ***** ***** but he was from another building, but he was also going to supposely resolve the issue. He called once to take my address down and I never heard back so called the *************** and now, no one answers. When I tried calling the corporate office, as I was explaining my issue and who I could speak with, they hang up on me and never answered their phone again. So here we are, almost 6 months later and no reimbursement to money that belongs to me. This apt was left in pristine condition, cleaner than when we moved in.

  Business Response

  Date: 03/17/2025

  Please provide an address where we can send the refund. 

  Amount: $1038.32
  Vendor: GRA1001
  ********* J *******, **** *********

  Thank you. 

• Initial Complaint

  Date:02/26/2025

  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.

  Sept 2023. *** notified me security deposit refund was $844. Said payment would be mailed to me within 21 days. Had 12 hour surgery at ************* on 9/8/2023. Was unable to return home until Nov 2023. Had home health care until Oct 2024. During this time I called them constantly. Said they sent e-mail to corporate office. They told me to quit calling. In Dec 2023 my son took me to Montage. They said compute glitch and would send my check. Gave me tracking number. PO returned check due to nonexistent address. I had verified my address and phone number every time I called. Then Mgr said check would be sent to Montage and I could pick it up. Called again and again. Still no check! They got very testy with me and told me not to call again. They now owe me the original $844 and another $844 for not paying me my money within 21 days. Possibly a punitive amount of and additional $844 on top of that. I have documentation, pictures, and records of calls made to prove my case. I would prefer this be settled rather than Small Claims Court.

  Business Response

  Date: 03/13/2025

  Hello Ms. *******
  
  We left a voicemail to verify the address where the refund check should be mailed:
  
  ***********************************************************************************************
  
  Please confirm if this is the correct address.
  Our records show that we mailed a check in December so, we are asking account payable to verify if the check is still outstanding and if so, we are asking them to stop payment and re-issue.
  
  Thank you, 

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****** I expect to receive the amount due times 2 for failure to issue the check within ************************************************************** to accept this settlement

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I broke my lease due to a number of issues. Now this management company will not put the correct amount of $1,845.00 of my security deposit towards my lease breaking fee. I have provided them with the contract we signed and the copy of the check that I gave the office and they are saying they have no record since the office manager I signed with no longer works there. Collections has contacted my work and is threating to put a judgement on my record. I have filed multiple disputes on the website they provided and no one has reached back out to me. I should owe $2,683 to break the lease not $4631.50 ************ has been disingenuous and nonresponsive on many safety issues since I have lived here. Including continuous mold, people stealing and trying to enter into my unit, and constant billing issues. This complex ************ at ********** has put me and my one year old in an impossible financial situation. I will continue to dispute this until someone will look at my record. The district manager ******* will do nothing and not accept my proof of payment, which is downright unlawful.

  Business Response

  Date: 03/12/2025

  This was already addressed (see below)

   Ticket #CS-194188
  
  Incorrect Charge
  Status: Closed
  Priority: Normal
  Department: Resident Relations
  Create Date: 2/18/25 3:02 PM User:  ******* M ******
  Email: **************************
  Source: Web    (************)
  Closed By: ***** ********
  
  Property: ************ at **********
  UNIT # : 1411
  What type of issue are you reporting?: Billing
  
  
  ******* M Medina posted 2/18/25 3:02 PM 
  Im ready to get my account charges corrected. I have documentation that I paid $1845 towards a security deposit in the office is saying that I only paid $500. I have a contract as well stating the amount I paid and would like this towards my lease breaking fee. 
  
   IMG_4849.png162.6 kb  IMG_4850.png1 mb
   Created by ******* M Medina 2/18/25 3:02 PM
  
  Sofia Cantillo posted 2/26/25 10:57 AM 
  Please direct this request to the property manager so that he can provide you with a prompt and effective response to your concerns. Your direct attention to these matters is crucial to ensure a timely and satisfactory resolution.
  To ensure effective attention and proper follow-up on this matter, we urge you to continue communication
  through our ticketing system. This allows us to keep a comprehensive record and facilitates more efficient tracking
  of all actions taken in relation to your request. Please note that e-mail responses and messages sent by e-mail are not tracked.
  
  thank you!
  
   Closed by Sofia Cantillo with status of Closed 2/26/25 10:57 AM
  
  ******* M Medina posted 2/26/25 12:04 PM 
  She will not help me, that is my point. 
  
   Reopened by ************************** 2/26/25 12:04 PM
  
  ******* M Medina posted 2/26/25 1:31 PM 
  I have documentation that I provided on what I paid and they will not correct the account. 
  
  
  Sofia Cantillo posted 2/27/25 6:16 PM 
  Our records indicate that you moved out in December and that your account is currently in collections. Below is a summary of your account status:
  Account #: **********
  Current Status: Placed in Collections (2/14/2025)
  Original Balance: $4,276.54
  Principal Balance Received: $1,000.00
  Total Due: $3,276.54
  After reviewing your lease, we are happy to honor its terms; however, there remains an outstanding balance related to rent charges. At move-in, only a portion of your payment was allocated toward your deposit, leaving a credit of $894 on your ledger. This resulted in a rent payment of $1,119 instead of the full $2,013. If we properly allocate the $894 toward your deposit, your adjusted outstanding balance would be:
  $894 in rent charges
  $451 in deposit charges
  Total Adjusted Amount Due: $1,394
  While we can correct the ledger to reflect this adjustment, the total amount owed to collections remains the same. If you remit payment of $3,276.54 to the collections company, we are happy to request a credit deletion rather than simply marking the debt as paid in full, which may help minimize any impact on your credit history.
  Please let us know how you would like to proceed.
  
   Closed by Sofia Cantillo with status of Closed 2/27/25 6:16 PM
  
  Sofia Cantillo posted 2/27/25 6:20 PM 
  
  
  
  Sofia Cantillo posted 2/27/25 6:53 PM 
  We initially billed only a $500 security deposit, so to reflect the correct amount, I would first need to bill the remaining balance, which would create an additional amount due. Once adjusted, I can inform the collections company of the updated deposit amount, but this would also reflect a higher outstanding balance.
  To clarify, these corrections do not change the total amount you ultimately owewhat you paid originally aligns with what you would owe after the adjustments.
  Additionally, while no credit was issued for the move-in inconvenience, you were also not charged for cleaning at move-out. The only charges applied were for final utilities and minor maintenance, including filter replacements, patching holes, and replacing drip pans.
  From: ******* **** <**************************>
  Sent: Thursday, February 27, 2025 9:32 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Incorrect Charge [#CS-194188]The reason there was a credit on the account when I moved in is because they had to reclean and change the locks as there was someone doing laundry in the unit. The women in the office explained the maintenance gave someone a key and apologized and she said she would waive the cleaning fee and prorate our rent since move in was delayed. I explained this to the office and they said she no longer works there so there is no record. I have pictures of the unit when I moved in.
  It had nothing to do with my deposit.
  On Thu, Feb 27, 2025 at 7:25?PM Tenant Relations <********************************************************************> wrote:
  Hello,
  There is no difference is what I was trying to explain.
  At move-in, only a portion of your payment was allocated toward your deposit, leaving a credit of $894 on your ledger. This resulted in a rent payment of $1,119 instead of the full $2,013. If we properly allocate the $894 toward your deposit, your adjusted outstanding balance would be:
  $894 in rent charges
  $451 in deposit charges
  Total Adjusted Amount Due: $1,394
  While we can correct the ledger to reflect this adjustment, the total amount owed to collections remains the same. If you remit payment of $3,276.54 to the collections company, we are happy to request a credit deletion rather than simply marking the debt as paid in full, which may help minimize any impact on your credit history.
  Please let us know how you would like to proceed.
  From: ******* **** <**************************>
  Sent: Thursday, February 27, 2025 9:21 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Incorrect Charge [#CS-194188]
  Hello!
  I have paid the balance in full yesterday to the creditors because I am trying to get a new place and can not have it on my credit. If you could credit me the difference I would appreciate it.
  Let me know how to proceed, thank you.

• Initial Complaint

  Date:02/25/2025

  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 leased an apartment from ******** at ********** from June 14, 2024 through August 21, 2024. Before leasing I had to provide a $550 security deposit. Since I vacated on August 19, 2024 with proper notice to terminate lease, I still have not received back my security deposit and as of writing it is February 25, 2025. Per Virginia state law, security deposits have to be returned within 45 days and it now has been 6+. I have been trying to call and get answers on what is going on with my deposit return and always have been told they will call back and never do, the manager is out and will call back but never does, or that there was an issue with their system or accounting department and they need more time. I have received 2 move out statements, one on February 4, 2025 and the other on December 19, 2024 stating full security deposit return and pro rated rent since I paid for the full month of August but was only there for part of the month. My full return amounts to $1,106.65. I have sent notices from attorneys giving 30 day notice to return or I will be filing a suit against them and that period has since expired without any recognition from them. I have also left a ****** review stating to not rent here because they don't return security deposits and 3 people have since liked that comment and numerous others have posted similar threads. I ultimately would like to get my money back but I am 21 and in college in **** and cannot afford an attorney or really spend a long period of time in ******** handling this in court. But I also want to report this to you for how ever you may to treat the situation.

  Business Response

  Date: 03/12/2025

  Tenant confirmed receipt of the refund. 

  
  Hideaway at Greenbrier
  Payment #:
  107615
  Payee:
  ***** ******
  Amount Paid:
  $1,106.65
  Processed Date:
  02/19/2025

  Customer Answer

  Date: 03/14/2025

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

• Initial Complaint

  Date:02/25/2025

  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.

  I am writing to formally dispute an unauthorized debt collection notice that I received from I.Q. [**********************] on behalf of ***** at *********,and two coast living  my previous property management company. I moved out of the apartment on April 2, 2024, and was told that I would not owe any rent/fees/ damages. This was due to the fact that the apartment had become uninhabitable due to circumstances out of my and I was forced to live in a hotel during that time.
  
  According to my lease agreement and previous communication with the leasing office, I vacated the property on April 2, 2024, and was informed that I would not be responsible for any rent payments due to the circumstances regarding the condition of the apartment. However, I have since received a debt collection notice from ***************************** claiming that I owe approximately $1,975for an erroneous charge that I was never supposed to be charged for.
  This charge is entirely incorrect, as I do not owe for leaving the apartment and I fulfilled my obligations under our agreement. I spoke to ****** the new manager, and told him this debt is not mine and that both ****** corporate and **** ***** had an agreement that I did not owe any money when I left, I still have not received any written confirmation rescinding the debt, and the collection action has not been stopped. Despite this, I have yet to receive the return of my security deposit, and they have put me in collections a couple weeks after I vacated the property and turned in my keys and clicker,
  which remains an unresolved issue.
  
  I am requesting the following actions:
  
  1. Immediate cessation of all collection activities related to the erroneous charge of approximately $1950.
  2. The removal of this charge from my account ****** removal of collections and all collections to remove themselves completely from my credit file.
  3. The prompt return of my security deposit, as there are no valid charges or deductions.
  4. Written confirmation from both Citra at ********* and ***************************** that this matter has been fully resolved and that no adverse impact on my credit will occur.
  
  I have made several attempts to resolve this issue directly with both the property manager, corporate, and the debt collection agency but have received little response. The continued pursuit of this invalid debt is causing unnecessary stress, and I am concerned that it may negatively impact my credit despite clear evidence that this charge is not valid.

  Business Response

  Date: 03/12/2025

  This was already addressed (see below)

  From: ***** *** <*****************************>
  Sent: Thursday, February 27, 2025 9:12 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Former Resident disputes collection letters/ ***** ******/***** ** *********
  
  Good evening,
  Thank you for your assistance. I received the letter from the collections agency via email and am currently waiting for the physical copy to arrive via *****
  I apologize for the tone of my previous email. It wasnt my intention to come across as rude. I had to send the message in a rush due to an emergency and didn't have time to format it properly. I hope the point I was trying to make was still clear.
  Ive informed ***** that your team confirmed it was fine, and I will forward our email correspondence to them. As long as there are no objections from your agency, they may proceed with the next steps.
  This will be my final email to your team on this matter. Thank you again for your assistance.
  Best regards,
  ***** ***
  Sent from my iPhone
  
  
  
  On Feb 27, 2025, at 5:57?PM, Tenant Relations <********************************************************************>wrote:
  
  Hello,
  
  The collections agency will provide the letter and if you want to pursue getting a refund for some of the funds you paid, you would need to take it up with the collections company as well.
  
  Thank you!
  
  From: ***** *** <*****************************>
  Sent: Thursday, February 27, 2025 4:18 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Former Resident disputes collection letters/ ***** ******/***** ** *********
  
  Hello ******,
  
  I hope you're doing well. To be honest, I'm not comfortable about owing this money, especially when I was told there wouldnt be any balance due. Its not the outcome I was hoping for, but Im going to do my best to stay positive and work through it.
  
  I really appreciate your efforts in securing a higher discount so quicklyit truly means a lot. I understand you likely come into the office in the afternoon, so I waited today to give you time to catch up on my emails, especially since I know you worked late last night.
  
  Thank you for reaching out to them to ensure an expedited credit deletion, and to mention that you were open to the 40% off for credit deletion, I will still be pursuing this with the manager to let them know what upper management approved at two coast living and throw it at the wall in hopes that it sticks! I'll be following up as well to make sure everything is properly noted on my account. In addition to the letter from *********************, could you please send a letter confirming that my balance is zero,showing that everything has been paid in fullcovering our lease, deposit,rent, damages, etc., with no outstanding balance?
  
  You have my forwarding address as:  
  *****************  
  **********, ** *****
  
  Thanks again for your help, and I look forward to hearing from you soon.
  
  Best regards,  
  ***** *** *. 
  Sent from my iPhone
  
  
  
  
  On Feb 27, 2025, at 12:18?PM, Tenant Relations <********************************************************************>wrote:
  
  Hello,
  
  I understand your perspective; however, I was able to obtain approval within three hours of your request, and I believe it would have been fair to allow at least 24 hours for a response before making a payment.
  
  Im sorry that you felt pressured into making the payment, but the good news is that you ultimately paid less than the actual cost of the repairs. I have reached out to the collections company to request an expedited credit deletion, but as they operate independently, I am unable to request any revisions to the amount that has already been paid and settled.
  
  Thank you,
  
  ***** ********
     Resident Relations
  
  <image001.png>
  
  
  
  
  From: ***** *** <*****************************>
  Sent: Wednesday, February 26, 2025 10:40 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Former Resident disputes collection letters/ ***** ******/Citra at *********
  
  Hi there,
  I waited as long as I could to hear from you, and when I called, I was told that I couldnt speak to the manager because they were closing soon. The representative strongly implied that I needed to make a payment right away, so I went ahead and paid. However, the only option available without your approval was the 20% off with account deletion, and I was told the 40% offer expired tonight.
  That said, Im confident that we can resolve this matter tomorrow by emailing your response to Khriss manager, and I hope they can make the necessary adjustments. I must admit, the experience was a bit stressful.Some of the representatives can be quite forceful, and in this case, I felt pressured to act quickly, even though I had expressed that I was waiting to hear from you to secure the 40% off with account deletion.
  I would appreciate it if we could revisit this with ****** manager tomorrow and hopefully have the balance adjusted to the 40% rate, with the account deletion included. This would require a reimbursement of the 20% I paid tonight, which I felt obligated to do due to the urgency conveyed by the representative. I found it strange and kind of had a feeling that they might be trying to pressure me just to make a payment because thats their job without really understanding what we were trying to work out but thats where I believe the manager wouldve been helpful. That said I called late when I got home and there was still somebody working there, but they said you hadnt called yet and that was after I got your last email. They might not have been truthful or maybe you have a different contact which I am guessing is the case, so hopefully your contact is able to rectify this situation and or the manager but either way Ill still call tomorrow and try to convey all this information to at least somebody with some authority over there.
  Best regards,
  ***** ***
  Sent from my iPhone
  
  
  
  
  
  On Feb 26, 2025, at 6:57?PM, Tenant Relations <********************************************************************>wrote:
  
  Hello,
  
  I was able to obtain approval to have the collections company delete the credit reporting after receiving payment. I will contact them now.
  
  Thank you!
  
  From: ***** *** <*****************************>
  Sent: Wednesday, February 26, 2025 4:09 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Former Resident disputes collection letters/ ***** ******/Citra at **********
  
  
  Hi ******************** you so much for reaching out today. Honestly, I didnt expect to hear from anyone, and I really appreciate you taking the time to get in touch. 
  
  To give you some context, Ive spoken with ********************** and theyve agreed to settle for 40% by end of today, but if I can get your approval, they will delete it from my credit file.
  
  I feel that this is a fair resolution, especially considering that I was never sent any bill or contacted about this debt. I was specifically told when I moved out that I wouldnt owe anything by ****** when returning mykeys. No one ever informed me about any further charges, and I have been in the dark about this for so long. 
  
  As Im preparing to have my fourth child and dealing with other financial responsibilities, including paying out-of-pocket for medical expenses and having moved multiple times last year, this situation has been very stressful for me. I want to resolve this once and for all, as its been weighing heavily on meespecially since I thought this matter was already behind me.
  
  Im willing to pay the 40% settlement for the account deletion, but I need your confirmation to move forward. If you could kindly send me an email stating that you approve this, Ill forward it to the person Ive been working with at *********************, and we can finally put this behind us today.
  
  Thank you so much for your understanding and support. I truly want to resolve this and never have to deal with it again. Ive been deeply distressed about it, and your help in settling this would mean a lot to me.
  
  Looking forward to your response.
  
  Best,  
  ***** ****** 
  
  Sent from my iPhone
  
  
  
  
  
  
  On Feb 26, 2025 at 1:57?PM, Tenant Relations <********************************************************************>wrote:
  
  Dear *** ******************** you for reaching out. We understand your concerns and appreciate your willingness to resolve the outstanding balance.
  
  Once your payment for the agreed-upon settlement amount is processed, the account will be updated accordingly. Please note that the settlement should be reflected in the credit bureaus within approximately 45 days from the date the payment is successfully completed. Additionally, you may request a letter from ********************* confirming that the account has been settled and now reflects a $0 balance.
  
  To proceed with the settlement, please contact ********************* directly at ************. Once the payment has been made, feel free to notify us so that we can have it on record.
  
  If you have any further questions, please let us know.
  
  Best regards,
  
  ***** ********
  
  From: ***** *** <*****************************>
  Sent: Wednesday, February 26, 2025 3:41 PM
  To: Tenant Relations <********************************************************************>
  Subject: Re: Former Resident disputes collection letters/ ***** ******/Citra at **********
  
  Hello ******, 
  
  I hope this message finds you well. I want to begin by expressing my genuine frustration and confusion over the entire situation, as Ive been trying my best to understand what has happened and resolve it in good faith. 
  
  When I moved out of the apartment, **** ***** and ****** never informed me of any outstanding bills that I would be responsible for. Had I known about any charges, I would have made sure to pay them. Moreover, I did not receive any notice or communication regarding a potential collection until a year later. To my surprise, I learned that I had been placed into collections just a few weeks after I moved across the street, despite them having my forwarding address, email, and phone number on file. 
  
  I never received my security deposit back, nor was I given a chance to settle any debts or discuss the situation with anyone. It's incredibly disturbing to learn that the collection was reported without my knowledge and without any prior warning. I only found out about the collections when I reached out to inquire, and by then, I was already in the dark. Im truly trying to understand why I wasnt notified, and the lack of transparency on their part has been frustrating.
  
  Additionally, I had to spend considerable amounts of money on hotels during this time, which I never was reimbursed for, nor did I get any explanation for the charges. Now, with the information I have, I feel this situation was handled poorly and unfairly. 
  
  I am not admitting any fault to what happened in the apartment as I told **** and ****** because we didnt do anything, the sprinkler just went off and it was traumatizing for all involved and I lost all my furniture. Despite that, and in all honesty, I am pregnant with my fourth boy exhausted and incredibly busy after doing three big moves in one year.Given the circumstances, I would like to propose a resolution. ********************* has given me until February 26 to settle the debt for 40% of the total amount.I am willing to proceed with this settlement, but on one important condition: I kindly ask that they remove any negative reporting from my credit file. This is crucial to me, as I have always worked diligently to maintain a good credit score, and the damage done by this situation, especially with my due date approaching, has been particularly overwhelming. 
  
  I would appreciate it if you could reach out to ********************* today, explain that I had no knowledge of the debt until recently, and request that they remove the negative reporting from my credit profile. If this can be resolved, I will make the payment for the reduced settlement as agreed. 
  
  In closing, I just want to resolve this and put it behind me. Im truly hurt that this has happened, especially given that I was never given a chance to address the situation when I moved out. Ive always been responsible with my bills, and I feel deeply distressed by the impact this has had on me, particularly in my last trimester of pregnancy.
  
  Thank you for your understanding, and I hope to hear from you soon.
  
  Best regards,  
  *****
  
  Sent from my iPhone
  
  
  
  
  
  
  
  On Feb 26, 2025, at 1:14?PM, Tenant Relations <********************************************************************>wrote:
  
  *** ******,
  
  Thank you for reaching out regarding your account. Wed like to take this opportunity to clarify the charges associated with your move-out.
  As outlined in the lease termination agreement dated April 2, 2024, you were released from your lease without penalty, and the early termination fee of ****** was waived. However,per the agreement, you remained responsible for all other lease obligations,including any damages incurred during your tenancy.
  
  The account currently in collections reflects the cost of repairs for damages caused by the breakage of the sprinkler head in your apartment. As stated in your lease, tenants are responsible for damages caused by themselves, their guests, or occupants. Since the sprinkler head damage was your responsibility and the insurance company declined to cover the claim, the repair costs were correctly applied to your account..
  
  If you need additional documentation regarding the charges or would like to discuss payment options,we encourage you to reach out to the collections agency (I.Q. Data) directly at ************.
  
  Please let us know if you have any further questions.
  
  Best regards,
  
  ***** ********
  
     Resident Relations
  

• Initial Complaint

  Date:02/18/2025

  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.

  Our renters insurance has been submitted multiple times prior to your notification. However, I am not only reaching out to respond and supply you with the requested information. I also write to you with great disappointment and frustration. Since 2022, this has been a recurring issue. I feel there is an extreme level of incompetence. I have spoken to the front office many times on this subject, and they seem to blame he system that is utilized to send out this ************** not sure who is responsible for this situation. But it is massively inconvenient to my daily life that I have to worry about this monthly. After being a tenant here for nearly a decade, this cannot and should not continue to happen. Once or twice I can forgive, but I have received multiple emails from your company asking for my renters insurance information after I already sent it out.This wasnt an issue during our early tenancy here but it has become more frequent since 2022. I also dont appreciate being threatened with a lease violation and a 72 hour period to correct the issue. Especially given the fact that the warning was sent on Friday COB and Monday being a holiday.Even though I already submitted my renters insurance information for the year, I am including it again in this email. Due to the level of frustration I have experienced, I feel the need to reach out to the **************** so this issue doesnt occur again. I longer have confidence in your team to prevent this issue from happening again.Finally, I have enclosed screenshots of some of the emails from the past few years responding to your request for my renters insurance.I hope we can resolve this amicably after being a tenant here for nearly a decade. We need to come to some sort of solution to rectify the situation. I look forward to your response.

  Business Response

  Date: 02/19/2025

  We reviewed your email screenshots but did not see your policy attached. However, we confirmed with the ***************************** that they have received your insurance and you are compliant.
  To maintain compliance, please ensure:
  * Your policy name matches the leaseholder(s).
  * Your full property address, including apartment number, is listed.
  * Liability coverage is at least $300,000.
  * Coverage dates align with your lease term.
  * Water and flood damage are explicitly covered (no exclusions). Any damage not covered due to exclusions will be the tenants responsibility.
  * TWO COAST LIVING is listed as an interested party:
  TWO COAST LIVING
  Attn: *****************************start="722" data-end="725">******************** Suite 1500
  *********************
  * Submit your full policy (all pages) to ******************************************* from your personal email. Youll receive an auto-confirmation; if there's an issue, youll get a follow-up email.
  

  Important:
  Failure to comply may result in fees and/or lease termination. Policies must be submitted via emailleasing office submissions are not accepted.

• Initial Complaint

  Date:02/12/2025

  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.

  The property is stealing money from the residents by charging extra rates on top of the rent. Also started charging $5 separately on top of rent for "utilities" a few months back. It has now increased to $8. There are also fair housing laws being broken. I am unable to access my lease since their latest transfer of service providers. I have worked in multifamily properties for 15 years and this is by far the most corrupt property I've ever been associated with. I just want to put a stop to their theft practices for future residents as well as get the information I need to take to a lawyer in order to get my overpayment back, if possible. There is only one honest soul in that office. I can't get anymore information without getting her fired. I'd like someone to look into it please. Thank you for your time..

  Business Response

  Date: 02/13/2025

  A copy of your Lease Agreement is available in the resident portal. To view it, please click on the eyeball symbol, or use the download arrow to save a copy for your records.
  We take compliance with all federal, state, and local fair housing laws very seriously and have operated in full accordance with these regulations for decades. Your concerns are important to us, and we understand the seriousness of your allegations. We would appreciate the opportunity to discuss and clarify any misunderstandings.
  To ensure your concerns are fully addressed, we have asked our area manager to reach out to you directly. Please feel free to provide any specific details or documentation so that we can review and respond appropriately. We value all our residents and are committed to fair and transparent business practices.
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22934411
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/12/2025

  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.

  Work was done on their pool table in their lobby. Had permission from the head maintenance to do the work. Invoice was never paid.

  Business Response

  Date: 02/19/2025

  Please provide an invoice, the property name where the work was performed, the company that completed the work, and any other relevant details to assist us in properly investigating the matter.
  
  

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put in a work order and called the office on Monday 01/13/25, because my furnace was leaking. The maintenance guy came in with no tools but a ladder. Spent 5 minutes and said it should be fixed but if not call us back. It started to leak again 01/17/25. My wife reported it and the same maintenance guy came in with a space heater. He tells my wife that the problem is the coils leaking. He didnt do anything but flip a switch to turn off furnace and drop of a small space heater. That tells me he knew the problem and didnt order parts to fix it until that Friday night. I called the office on 01/20/25 and spoke with the manager *******. She told me that the ****** e is old and parts are hard to find. Meanwhile it was sub freezing temperature here in ********. It is now 01/31/25 and furnace still broken, still no eta on when it will be fixed. You have a very poor management staff you care very little about the residents. I want compensation for this mishandling. It is completely unacceptable to not have this furnace fixed. It seems very little effort on your office managers part and the neglect of the maintenance staff. I would like to be contacted by someone above the office manager here on site. Very dissatisfied about our time here at ********************. The picture below is the space heater provided to warm up my apartment while it was negative 10 degrees outside.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delays and any inconvenience this situation has caused.
  We want to assure you that the issue has been fully addressedthe coil has been replaced, there is no longer any leakage, and your heat has been restored.
  We understand the frustration this may have caused, and we appreciate your patience as we worked through the challenges of sourcing the necessary parts.

• Initial Complaint

  Date:01/27/2025

  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.

  they falsely sent me to collections and it made my credit score go down i worked all of 2024 to fix my credit to buy a house and theyre jepordizinf that for saying i didnt pay when i have my receipt proof banking statement etc i also feel like since they hurt my credit they not only should report it back correctly that its paid and that now because of the emotional distress that they have me in a refund of my money

  Business Response

  Date: 02/13/2025

  You are absolutely right, and we sincerely apologize for this situation. You made your payment so quickly that by the time the collections company processed the debt and opened the account, your balance had already been paid directly to the property. Unfortunately, due to a transition to a new software system shortly after, there was a delay in reconciling payments and closing out any accounts that may have been opened in error. Please know this was not intentional, and we are actively working to ensure that any credit reporting related to this matter is fully removed. We deeply regret any inconvenience this has caused you.