Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.
  

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Apartment is meant to provide a washer and dryer for the unit. My dryer burns holes in my clothes. I've been told many times that they would order a new dryer for me, but the maintenance request keeps being marked completed when nothing has been done and they havent even visited the apartment. I have placed over 10 maintenance requests and it is not fixed. I have also made numerous calls and been told it will be fixed or replaced then nothing is done.

  Business response

  02/12/2025

  Thank you for bringing this to our attention. We have contacted the on-site manager and asked them to reach out to you directly to schedule a time to access the unit and inspect the dryer. We sincerely apologize for the inconvenience this has caused and appreciate your patience while we work to resolve this issue.

  Customer response

  02/19/2025

   
  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. 

  Maintenance came and looked at the dryer and decided to replace it. They have already sent ****** (who was amazing) to install the new dryer. Thank you very much for your help!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1/24/2025 the issue is I'm trying to pay my rent before then next month is added to my account but they locked my account so I can't pay them be fore next month is added on 1/25/2025 and is requiring me to pay both at once instead of letting me pay them now.

  Business response

  02/13/2025

  Our records indicate that you have a zero balance at this time. 

  Customer response

  02/13/2025

   
  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,
  
  ****** ***********

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a rental car that weve had for a week and a half (our car is in the shop for repair) towed from our assigned car port.Weve had this car port for two years, its on our lease documents.When we approached the leasing office for a solution, they were unwilling to let us in due to cleaning, despite us visiting during office hours. They would not allow us to speak to a manager to resolve the matter.The staff claimed the resident assigned to the parking spot had called to get the vehicle towed, however, WE are the residents assigned to the parking spot. They acknowledged that the car port had been double assigned but, the other resident has lived here for years. We told them that we had the same car port for two years with no issues. They refused to let us in, refused to commit to attempting to solve this issue, You can come back when we are done cleaning, but I dont know if Ill have an answer for you. The staff displayed blatant apathy that only increased our frustration. We seem to now be on the hook for over $300 for a vehicle that shouldnt have been towed due to this companys double assignment of carports, despite us confirming with said company multiple times over the years about our assignment of said carport. Barely any vehicles on this property even display a proper parking sticker, so it is clear that the towing only occurs if a resident complains, which wouldnt have happened if they had not double assigned our car port.

  Business response

  02/12/2025

  After reviewing the details, we confirmed that the carport had been mistakenly double-assigned, which led to the confusion. We understand that you have consistently used this space for the past two years without issue, and we acknowledge the miscommunication that resulted in your vehicle being towed.
  We are happy to inform you that we have worked with the towing company, and they have agreed to waive all fees. Your rental vehicle has been returned to you at no cost. Additionally, we are taking immediate steps to ensure that this issue does not occur again, including a review of parking assignments to prevent any future conflicts.
  We appreciate your patience and understand how frustrating this experience must have been. If you have any further concerns, please dont hesitate to reach out.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is that I moved from this residential apartment business on November 3, 2024. This Business supposed to reimburse me my security deposit. Is being over 2 months that I havent received my security deposit. On December 31, 2024. I spoke to the resident Manager named ****** ***** informed that he confirmed my new mailing address and it was correct. I called a couple of time and spoke with a ******** an in another occasion with ******** and they kept telling me that I needed to call back. Then I called back and ***** informed me that I wasnt the only Resident having this problem and that he is going to look into it and for me to keep calling every day. In one of the call I asked for their corporate number, and ***** told me that there is no corporate phone number only and internal email that is from him to corporate and everything has to be dealing through him (*****). I called on January 13, 2025 and he said that he sent an email to get a tracking number for the check that was sent, but his answer was that Corporate havent get back to him and to keep calling him every day until he get that tracking number. Then now his new excuse was that there might be a delay due to the fires in california, because the air is bad. My concern is that this issue has being ongoing since November 3, 2024 and back then he was blaming the new management system, and now the new excuse is about the fire in California. This Residential apartment complex has being a mess in their way they conduct their business, they are inconsistent, incompetent and they keep blaming one another, to the point that there is different management and staff turn around in that office. Which cause confusion and bad business practices in their part to their Residents. I will like for the BBB to investigate this business and their practices. According to them I am not the only one but like 20+ more Residents that had moved out experiencing the same problem.

  Business response

  01/27/2025

  We sincerely apologize for the delay in our response and regret any inconvenience this situation may have caused you.
  
  We have received your message and, based on the information provided, we will open an investigation to determine the cause of the delay in returning your security deposit. We want to assure you that we are committed to reviewing this matter with the utmost seriousness and resolving it as soon as possible.
  
  We understand the importance of your concerns and recognize the impact this delay may have. As such, our team is working diligently to resolve this issue. We will contact you once we have completed our review to provide a detailed update.
  
  We appreciate your patience and understanding as we go through this process.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried several times unsuccessfully to resolve major issues with my apartment with management. I've been ignored and dismissed at every turn. My main issues include: Unauthorized Entry, Failure to Maintain Habitable Conditions and an Unresolved Pest Infestation. There is also animal urine and f**** that I must dodge to leave the building in the common area hallway and that I'm likely tracking into my apartment despite my best efforts. Despite repeated complaints and documented evidence including photos emailed, there has been no relief nor resolution. I am also an asthmatic, making the ***** infestation particularly dangerous to my health. My bathroom was left dirty and in disarray following the unauthorized entry this week. To make matters worse, my building has known lead based paint. I believe this paint was left exposed. There are also paint chips of presumably lead based paint chips all over my bathroom floor. At this point, I have entirely given up trying to solve these problems, and simply want out of my lease. I also want my security deposit returned $2,643.00, and reimbursement of my first months rent $1,239.66. I have a timeline, documentation and photos.

  Business response

  01/27/2025

  We are deeply sorry to hear about the problems you encountered in your apartment and sincerely apologize for not being able to resolve them to your satisfaction. Your experience does not reflect the level of service we strive to provide to our residents.
  
  Regarding your concerns:
  
  Unauthorized entry and maintenance: We have received your message and would like to fully investigate what happened. To do so, we ask that you please provide us with the maintenance order numbers related to these incidents, as well as any additional details regarding dates and times. This will help us to better understand the situation and take the necessary action. We remind you that all work orders must be requested through our official platform, as this allows us to manage them efficiently and keep a proper record.

  Pest and fumigation: Regarding cockroach infestation, we understand how urgent and delicate this issue is, especially considering your health. In order to include your unit in the fumigation program, we would like to remind you that it is necessary for you to register in the corresponding list at the property management office, and to confirm a date when we can enter your apartment to perform the service.
  
  Lead-based paint: Lead-based paints have been banned in the ************* for decades and are not used in our properties. In the unlikely event that there is any exposure, it would be virtually impossible to pose a risk, as these areas have multiple layers of paint applied over time, which significantly reduces any possibility of contact with hazardous materials.
  
  Regarding your request to terminate the lease, we would like to remind you that the above reasons do not qualify for a full refund of your security deposit, as this is in contravention of what is stipulated and signed in the lease. If you decide to proceed with the early termination of the lease, you will have to assume the penalty and the corresponding process.
  
  We apologize again for the inconvenience you have experienced. We are committed to working with you to address the outstanding issues and provide you with a better experience while you stay in our community.
  
  

  Customer response

  01/30/2025

   
  Complaint: 22796380
  
  I am rejecting this response because:

  Hello,
  
  I do want to start by thanking you for your response and your show of care. 
  
  I was initially drawn to your Independence Green property because of your reputation and positive reviews. Because of this, I am horrified by what my personal experience has been, and am quite surprised that you allow these deplorable living conditions to exist at one of your properties.
  
  Continuing communication regarding my concerns: 
  
  Unauthorized entry and maintenance: As for your request for maintenance order numbers I was never given any numbers. I was never informed an order had even been created. I was never given any sort of work order numbers. On January 7th, 2025, an unauthorized entry into my apartment occurred without prior notice or my consent. This violation of my privacy and the lease terms is unacceptable and does not align with Michigan tenant laws, which require reasonable advance notice for non-emergency access. The apartment claims they sent out an email, which I did not receive nor is that a viable form of notice. Furthermore, the maintenance that they performed left my bathroom covered in paint chips/debris. My belongings in the bathroom were also carelessly thrown around and more than one of them was damaged. I can provide photos with time stamps of this as well.
  
  Pest infestation: I have been on the list that you are referring to since the second week after my move in. They have apparently treated my apartment multiple times, although no one can seem to confirm nor deny this, and yet I still am forced to live with these pests to this day whilst having my asthma symptoms worsening. I can provide time stamped photos of a new pest sighting each week since move in. 
  There has been a complete lack of communication from the staff at the apartment complex and a complete lack of regard for my concerns or well-being. I can provide proof of this as I have sent many emails and attempted many phone calls to no response from the staff. 
  
  Lastly, I do not feel safe in my apartment. I have came home from work more than once to multiple police officers in the parking lot of the apartment complex detaining individuals and de-escalating situations. 
  
  I am not looking for payment compensation at this point in time past the return of my security deposit, I just want to be released from my lease and have my security deposit returned so that I can be free of this place and have the ability to live somewhere else where I feel safe and comfortable. 
  
  I understand none of this is your direct doing, and I do apologize for my frustrated tone, this has all been a difficult situation that I have never experienced before to such extents. 

  
  Sincerely,
  
  **** *******

  Business response

  02/12/2025

  Please allow us to contact upper management with your grievances to see if we can make an exception and release you from the lease without penalty. Once we have an answer, we will have one of our on-site staff member reach out to you to inform you. 

  Customer response

  02/20/2025

   
  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in an apartment in ******** managed by 2 Coast Living. We have just experienced Winter Storm *****. The temperatures are below freezing, in the daytime average temperature in the 20s. At night temperatures fall in the teens . I have been experiencing loss of heat and hot water since December 23rd off and on. This was happening every other day now its every day. At first the engineer would come and it would maintain the heat overnight. For the last 2 weeks I have no heat or hot water until 2pm or 3pm when the tech gets to my apartment. This has been happening everyday this week. No emergency services at night. These conditions are uninhabitable . I am incurring excessive charges on my electrical bill due to using room heaters to maintain a tolerable temperature. Am I to survive the entire Winter this way??? No compensation .!!Am I expected to pay the full rent in this environment. Last winter in the same apartment this never happened.This is a problem the maintenance department cant handle. I NEED THIS PROBLEM RESOLVED ASAP!! I sleep every night with no heat or hot water for hours. I notified the apartment manager to no avail.The email response I received is ludicrous. It basically stated the pilot light goes out because of the weather conditions. If that is the case the apartment is inhabitable and therefore should not have renters. It is illegal to have renters.Some provisions need to be provided in these cases. I cant live with ***** hrs per day with no heat or hot water. I am starting to experience health related symptoms from the low temperatures.(cold /flu symptoms)

  Business response

  01/27/2025

  Thank you for contacting us to share your concerns.

  We understand that the lack of heat or hot water during this cold weather can be especially difficult and we regret any inconvenience you have experienced.
  The extreme weather has generated a significant increase in maintenance requests in recent weeks. We want to assure you that all requests received have been addressed as promptly as possible, and our team continues to work hard to resolve any issues that may arise, prioritizing the most urgent needs to ensure your comfort.
  We appreciate your patience and understanding as we continue to manage this situation.
  
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We never received our security deposit and overpayment of rent from this business. We received the email regarding the amount of the refund on December 2, 2024. It stated the refund amount for the security deposit and unapplied payment/credits. Proper notice for non-renewal of lease was given. And move out was completed in a timely manner by November 16, 2024, and the walkthrough was done at that time, even though the property manager was serval hours late arriving. We have tried to reach out to the property and corporate numerous times to no avail. Maryland law requires "the landlord must, within 45 days after the end of the rental period, return to the tenant the security deposit minus any amount which the landlord may rightfully keep. The landlord must put the security deposit into an escrow account. When returning the security deposits of $50 or more, the landlord must include simple interest of 3% per year, accrued at monthly intervals from the date the security deposit was paid." The calculation for the security deposit did not include any interest required by Maryland and we haven't received the refund within the 45 days which was no later than January 1, 2025.

  Business response

  01/27/2025

  We apologize for the delay in our response and regret any inconvenience you experienced regarding the refund of your security deposit and overpayment of rent.
  
  We have received your message and are reviewing your case to ensure that it was handled in accordance with Maryland state law and our internal policies. Based on the information provided, we will open an investigation to determine the cause of the delayed return.
  
  We understand the importance of this situation and are working diligently to resolve it. We will contact you as soon as we complete the investigation.
  
  We appreciate your patience and understanding.
  
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for professional cleaners to clean apartment and theyre still not returning deposit. This is a pattern with many tenants

  Business response

  02/03/2025

  Our Accounts Payable representative for the community where tenant resided contacted the tenant to inform them of the status. This matter is now resolved. Kindly close the complaint. 

  Customer response

  02/04/2025

   
  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

  01/02/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My family and I were supposed to move into an apartment on a set date and due to miscommunication from the apartment complex regarding method of payment we were unable to. We agreed with the complex to the next business day however when we arrived the apartment had not been prepared for move it and was unsafe for my family to move into. We have not paid a deposit or any rent to the apartment and are seeking to be released from the lease due to the apartment complex's breach of contract (delay of occupancy clause.)

  Business response

  02/20/2025

  This request was granted. ****** is aware. 

  Customer response

  02/21/2025

   
  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,
  
  *** ********

*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. ↩