ComplaintsforFairfield Residential

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We moved out in August which is when our lease ends, and we gave them a 30-day notice before we moved out. The apartment we stayed in was rented out to other occupancy very soon after we moved out. To be more specific, the new occupants moved in after 10 days. And the V2 still changed me $2730 for September!!! Without my knowledge!!!! I am very disappointed and sad. I need a total refund of my deposit.

  Business response

  09/17/2024

  Hello BBB, we need more information. 

   

  Name of Property and State

  Customer response

  09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Chenyang Bao
  
   
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have recently become aware that my Social Security number is being used illegally to apply for or obtain housing through this company without my consent or knowledge.This situation is causing me great concern, as the unauthorized use of my Social Security number is a violation of my privacy and may lead to identity theft or other forms of fraud. I have not applied for housing with The ***** at *************************** , nor have I authorized anyone else to do so on my behalf.I have tried to resolve this issue directly with Fairfield Residental but have been unsuccessful in receiving a timely and satisfactory response. Therefore, I am requesting the Better Business Bureaus assistance in facilitating communication between myself and ********************************************************** at ***************************

  Business response

  09/03/2024

  Hello BBB, 

  ********************** called this morning regarding this matter from ************** *************). He emailed me a copy of the Equifax report, for which I thanked him, however I could not provide any information. 
  
  As far as the address that is listed on the report ***** Flotilla #*** the residents in question moved in 8/15/2018 with the prior management company. we did not physically run the credit on this particular unit.   We pulled the file for *** and the last four digits do not match the last 4 digits ********************** provided,

  ********************** needs to file a police report, unfortunately there is nothing we can do for him.  

  Respectfully,

  *********************************
  

  Community Manager - ************************* and ************** at *************************
  
  
  

   

  Customer response

  09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

  Customer response

  09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

  Customer response

  09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved on of my apartment, ******************************************* on June 18, 2024 after providing the requisite 60 day notice. I contacted the leasing office two days before my move out date to inquire about move out instructions as I had not received any. They did not respond to me and therefore I called on June 18, 2024 to inquire about when to return my keys. They told me I needed to return them that day and that it was their fault for not reaching back out to me about move out instructions. I informed them that because of work I could not get the keys to them that day. However, I could overnight them or return them immediately the next day. They told me that because of the holiday Juneteenth they were closed and to avoid late fees I needed to return the keys on June 20. They explicitly told me that in order to not incur late fees hi could return the keys on June 20. However, when inquiring about my initial deposit, they told me that they sent this off to a debt collector called Resident Advocate. Resident advocate claims that I owe $155.33 for the days of June 19 and June 20. But as my understanding was because the manager did not tell me move out instructions and they explicitly told me if I returned the keys on June 20 I would not have to pay rent for those two days. I have reached out multiple times to resident advocate who claim they have spoken with the manager at the apartment complex. However when I called the manager myself. She claims they did not reach out to her. I have emailed the manager multiple times asking for written proof that I do not have to pay for those two dates of lease because she agreed that I did not have to. However, I have not gotten any response back. Because the manager told me on June 18 that I would not have to pay for the holiday June 19 and June 20 I should not owe $155.33.

  Business response

  08/05/2024

  It appears there is some he said/she said.  The resident was told she would be charged rent for the days that she did not turn in keys.  However, this is not worth the fight,so we will credit her back the 2 days of rent and send her an email with an updated statement showing a refund due and owing.  We will also contact Resident Advocate.
  
  Thank you,

  Customer response

  08/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Literally zero customer services reps to answer calls about issues. Retaliation against residents who Complain or even inquire about issues in the building. Allowing underage drinking on the residence through promotional renatals

  Business response

  07/09/2024

  BBB, 

  Kalli came down to the office today kicking/screaming and slamming furniture into office doors. Both ***** and I attempted to speak with ***** calmly to diffuse the situation, but her rants were ongoing and borderline abusive. Unsure of how to quell her concerns when every interaction with her is confrontational. 

  We have contacted our Regional Supervisor for assistance.

  Respectfully, 
  

  ***********************
  Community Manager - The *******
  
   
  

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **Complaint against Fairfield Residential at 1810 Main Apartment ([Link to Property](*************************************************************************))**I am writing to file a formal complaint against 1810 Main Apartment under Fairfield Residential regarding my recent leasing experience at 1810 Main Apartment. Upon moving in, I encountered several issues that have significantly impacted my quality of life:**Severe Noise Disturbance:**- My unit faces *******************, opposite a deserted building. The street noise is unbearable, and loud music from a nearby bar, ****************, disrupts my sleep. This was not disclosed during the apartment tour, where I was shown a quieter unit on a different floor.**Unsafe Living Conditions:**- The apartment is located in an area with many homeless individuals, yet there is no security guard on-site. There have been multiple car break-ins and thefts. Common areas are poorly maintained, with frequent dog urine in the hallways and a general lack of cleanliness.**Poor and Shady Management Practices:**- When I raised these concerns, the management was unresponsive and unhelpful, instead placing the responsibility on me. They demanded an almost four-month early termination fee, which is around $7000 (two months' fee plus 60 days' notice). Their responses have been inconsistent and contradictory. Initially, they agreed to allow someone to take over my lease but later refused, citing a baseless reason that it "sounds like subleasing." They only agreed after I provided proof from another Fairfield-managed property that lease takeovers were allowed. Even then, they delayed the process, causing potential tenants to lose interest.Given these issues, I am seeking to terminate my lease without paying the termination fee due to false advertisement, management's rude and disrespectful behavior, and the intolerable living conditions caused by noise, safety concerns, and uncleanliness.

  Business response

  06/11/2024

  Hello BBB, I have notified the community manager and awaiting a response.  Should take no more than 24 hours for a response.

  Customer response

  06/20/2024

  Hi BBB, I submitted the compliant ******** on 6/3/2024, and the complaint closed accidentally. The business said they would give us response in 24hr, but we haven't received concrete step by today. We are still actively negotiating with the property, and would kindly need your support going forward. Thanks, Kexin

  Business response

  06/21/2024

  BBB,
  
  I am drafting a mutual agreement for the tenants. I called to get the official move-out date, but will need to follow back up on later this afternoon. Once I receive the move-out date I will forward them over the mutual agreement. I will update you once its sent out.
  
  Thank you,
   
  *********************
   Community Manager - 1810 Main Apartments
  
  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for an apartment with *************** in March 17, 2024. I paid $40 for the application fee. Once i was approved, ****** told me that the apartment wouldn't be available until May. He told me in order for me to hold the apartment I had to put down $150.00 for a holding fee. At the end of March, I called and told ************** wouldn't be moving in because I decided not to sell my house. He explained to me that I couldn't get the application fee back, but I was entitled to the holding fee of $150.00. In April I calling inquiring about my $150 and ****** told me his manager was on vacation and I had to wait until she returns. Well I called again on 5/28/24 and spoke with another young lady and she told me she had to talk it over with the manager and she will call back. As of today 5/29/24 I have not heard back from them. I have been calling and no answer. I just want my money back.

  Business response

  07/05/2024

  BBB,

  I approved the property manager, ****** adjusting the final accounting and refunded the $150.00. I will contact the applicant and let her know.
  

  Thanks  
  

  ******************;(she/her/hers)
  Regional Manager - Property Management
  
   
  

  
  

  Customer response

  07/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My air conditioner is out. Been out since last year. I put in a work order every day and my office manager also put in work orders ever day and no body shows up.I have been forced to buy window units and my light bill is now very high.

  Business response

  05/31/2024

  Hello BBB
  
  The team has taken care of the issues as of Wednesday.
  
  Thanks,
   
  *************************************
   Community Manager - ***************
  
   
  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I viewed 2 units in November 2023. Both units had balconies. I went to complete the process and application. I called and asked about details of the unit a male whom I spoke with said he didnt know and didnt seem interested in assisting me. The unit they attempted to lease to me does not have a balcony and no one told me that. I declined to sign a lease and have been waiting for a call back since Sat. 3/10/24. I have contacted the property 5 times, no return call, or emails, no return call from corporate either. I am requesting my deposit paid in a money order returned. This is very unprofessional no way I want to lease here.

  Business response

  03/12/2024

  Hello BBB, please have the person identify the name of the property.  We do not manage or own properties in *********, **.  

   

  Customer response

  03/15/2024

  The property is ******************* - *****. If this is not your property please disregard, apologies. If this is your property I have received my deposit back. Honestly, after this experience I would not lease from any of these properties. As a former leasing agents all should be treated fairly. 

  Business response

  03/18/2024

  Thank you.  This is a property we manage.  I've forward to the onsite property manager for a response.  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took over the apartment complex I live in (Rock Peak on Sunset Apartments) about a month ago. I have tried to reach them via phone, email, and text message over the last 2 weeks and have gotten no response. It took me physically going up to the front office 2 days in a row to get any help logging in to the resident app to pay rent. Once I was finally able to get that help, I go into the app to pay rent the evening that its due and am surprised with a $47.50 service fee that was never disclosed to me. So, I have tried emailing, calling, and physically going to the front office just to find out that its closed during posted business hours with no indication on the outside of the door as to why. All I want is communication and an option to pay rent that wont cost me an additional $48 every month.

  Business response

  03/11/2024

  Hello BBB, the resident came into the office on Saturday, the leasing agent helped get her portal set up. 

  Everyone is charged a fee on the app when they select the one time payment option. 

  Please let us know if you have additional questions.

  *********************
  

   Community Manager - Rock Peak on Sunset
  
   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11/2023 5 apartments, including mine, at the ***** Apartments (owned by Fairfield at the time), had a massive water leak happen. They had blue Sky come out to start the process of drying out the items. On 9/14 we received an email from the staff telling us we would have an update on repairs as well as compensation by the next day. We never heard back from them. 4 days later we come home to a notice on the door that the building had been sold. New company North Shore Living asked for a couple days to figure out what the next steps were. 9/24 New manager *********************** my husband and other tenants $1500 to move out. We refer him to our leases that have the ************ Just Cause ordinance that states they have to pay $10,353 for 2 bedroom relocation. All the affected units are the same exact floor plan. They then change their tune on 9/25 and say they need to get the final report. 9/25 was the last written communication. They call my husband today to tell him that Fairfield told them they gave us offers, which they did not. And that they wouldnt honor the San **** law because Fairfield said we didnt need to vacate. I do not have access to half of my apartment. My bed is in the master bedroom broken from being moved. I have a back injury that is flaring up because I have been sleeping on an air mattress for a year. I now have to hire legal representation because Fairfield and Northshore have shady business practices. They have not attempted to make us whole at all.

  Business response

  10/10/2023

  Hello BBB, yes, the resident did reside at the ***** Apartments which was recently sold.  Noted below is the response provided by our Regional Supervisor.  The new management company is ******************.  

  Apartment 747 was not offered a concession by Fairfield, ****************** advised us on the day of sale that they would be contacting all units to go over the current status and would offer the concessions. Prior to the sale we did not need to relocate any of the residents due to the leak, we were advised by ****** that all residents could remain in their homes but Im not sure if other information was communicated with the new management company after the sale. We originally offered 2 apartments (347 and 447) 50% discount on their rent until the rebuild was complete, we did not ask them to vacate in order to receive the concession, this information was also relayed to ****************** on the day of the sale.

  Respectfully, Fairfield

  
  

  Customer response

  10/10/2023

  the last correspondence from Fairfield on 9/14 was an email letting us know there would be concessions offered to ALL of the affected apartments. That was never happened. ****************** advised us that Fairfield informed them they made offers and we all took them. That was not the case. Fairfield never gave an update after 9/14. The management staff no longer showed up to the office. And a week later the property was sold with no updates. NorthCoast then offered us $1500 to move out until we referred them to our lease stating the San Joses tenancy laws. They then informed us that The companies are trying to figure it out. Not only was our unit affected, Ive had to sleep on an air mattress in my second bedroom that was made into a home office. My adjustable bed that I have because of my back issues is no longer working after the restoration company moved it out of the affected area. I have to wake up extremely early to get ready in the morning because we have one bathroom. My day to day life is still being affected with this. 

  Business response

  10/11/2023

  We contacted the buyers of the property and awaiting a response.  We will update you within a few days.  Thank you.

*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. ↩