Complaints

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

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  AIR Communities

  4582 S Ulster St Ste 1700 Denver, CO 80237-2641

  
• 

  One Canal Apartments

  1 Canal St Boston, MA 02114

• 

  Royal Crest Estates North Andover

  50 Royal Crest Dr North Andover, MA 01845

• 

  Air Communities - Bent Tree Apartments

  13630 Bent Tree Cir Centreville, VA 20121

• 

  Air Communities - North Park

  4615 N Park Ave Chevy Chase, MD 20815

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:04/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident of an apartment complex managed by **************. Despite attempts to work with the property manager to obtain forms listed as "necessary" prior to terminating a lease, the property manager has consistently not been present in the leasing office. Further, the property manager has had multiple instances of unprofessional communication, one involving snow that the contracted snow removal company piled in the parking spaces for which I pay the premium rate. Instead of ensuring my satisfaction, the property manager was argumentative and never followed through on the request to refund my parking fees for the two spots filled with snow. At issue in this instance, the documents required to communicate intent to terminate a lease are not available via the resident portal nor are they hyperlinked in the lease document. All of the other forms pertaining to lease are available electronically. In effect, the management makes it disproportionally difficult to break a lease and the oversight on the property manager's conduct, communication, and follow-through is shoddy at best. Despite communicating with the property manager's supervisor (who showed immediate bias in an email where she doubted the reported behavior from the property manager) and including the regional supervisor, I have not received any response to my particular concerns. (There is an additional instance of damage to personal property due to improper maintenance/installation by the maintenance personnel at the property.)

  

  Business Response

  Date: 04/14/2025

  Hello *********** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ***** ************************ involving your notice to vacate and the snow left in your parking spaces. We do show records of multiple attempts by our support team to contact you regarding your renewal and remind you about the 60-day notice requirement. Currently, you have 21 days of insufficient notice,which totals $2,326.63. (The month-to-month premium is $3,323.75.) They have offered two options to address the cost of the insufficient notice.
  
  Option 1:
  We attempt to re-rent the apartment within 21 days. You will be charged for the difference up to the new resident's move-in date. We always strive to avoid vacant homes, but if the apartment is not leased within the 21 days, you will remain responsible for the amount. 
  
  Option 2:
  Move out on 6/2/25, completing the 60-day requirement. I will honor the renewal rate of $2,555 base instead of the month-to-month rate ($3323.75). the 21 days will total $1788.50 base rent.
  
  To address the snow in the parking spaces, we can offer to prorate 1-3 days parking at $2 per day if you would like.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  <image001.png>
  

  Customer Answer

  Date: 04/22/2025

  Hi ******,

  Thank you for working this case and please accept my apologies for missing the initial response window it was unintentional.

  That said, the response from Air Communities is inadequate. Most concerning is the clear imbalance in accessibility: lease renewal documents are readily available online, while lease termination documents are not. This creates a barrier that seems intentionally designed to discourage lease termination. While I understand that the community attempted to reach me via phone, I work in a Secure Compartmented Information Facility (SCIF) and cannot reliably answer calls during the day. In response, I visited the leasing office on multiple occasions, only to find it locked with signs indicating staff were somewhere on the property.

  The lack of accessible documentation, inconsistent office presence, and my professional constraints made it extremely difficult to execute a timely lease termination a structural failure that should not be penalized. It also discourages residents from reporting other issues in a timely manner.

  Additionally, the response fails to acknowledge or address the property damage I discussed with the regional supervisor and referenced in my original complaint. The token offer of a daily prorated rate for a single snow removal incident ignores a broader pattern of repeated incidents, confrontations with contractors, and the ongoing need for resident follow-up. As someone who dresses professionally and pays for two premium parking spots, Ive incurred unnecessary costs repairing damaged leather shoes due to poorly managed snow and salt conditions an entirely preventable outcome had the contracted services been properly supervised.

  Air Communities should not assess a lease termination penalty under these circumstances. The inaccessibility of required documents, chronic absence of leasing staff, and failure to uphold contracted services fall squarely on their shoulders not mine.

  I appreciate your continued support and hope this case can be reconsidered with these points in mind.

  Best regards,

  *. ******

  ************ 

• Initial Complaint

  Date:03/14/2025

  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 am filing a formal complaint against 3400 Avenue of the Arts for deceptive move-out practices and fraudulent billing.I was initially told I could schedule my move-out inspection anytime within two weeks of departure, only to later be informed that inspections were restricted to Wednesdays from 2:003:00 PMan unreasonably narrow window that seems designed to limit tenant participation and enable unjustified charges.I scheduled my inspection for 2/21 after professionally deep cleaning my unit on 2/18. The inspector assured me the apartment was in great shape and that only minor paint touch-*** were needed, with little to no charge. He even suggested I return my painting supplies for a refund. Despite this, I was later billed the full $425.75 repainting fee and an unwarranted cleaning fee. Only after I provided proof of my cleaning service and demanded evidence of post-move-out cleaning (which was never provided) was the charge reversed.When I disputed the painting charge, corporate dismissed my concerns, stating I should have recorded or obtained written confirmation of the inspectors statements. This is unacceptable. Tenants should not be responsible for ensuring internal communication is handled properly. If move-out inspections hold no weight, they serve only to mislead tenants into believing they will be treated fairly.I request a full adjustment of the $425.75 painting charge and a review of this propertys move-out practices, as I suspect this is a systematic effort to extract unwarranted fees

  

  Business Response

  Date: 03/14/2025

  Hello ******** *******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with *********** of the Arts involving painting fees and the photos support the paint damage in the home that warranted the repaint fee. The lease agreement states that you are responsible for the landlords actual expense of repair.
  
   We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.

  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  
  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23066137
  
  Thank you for your response. However, this is not a matter of inconvenienceit is a matter of blatant misrepresentation and negligence.
  During my pre-move-out inspection, your inspector explicitly told me to return the supplies I had purchased for wall repairs, assuring me that the necessary touch-*** were minor. Now, after move-out, these same walls are suddenly deemed severe enough to warrant a full repainting fee. This is a complete contradiction and raises serious concerns about the integrity of your inspection process.
  Had I known that your assessment would change after I vacated the unit, I would have made the repairs myself. Instead, I trusted the process as communicated to me. Your retroactive reclassification of minor touch-*** as excessive damage is misleading and unfair. I request a full review of this charge and a fair resolution. We were in the apartment for less than 4 months and only occupied one of the bedrooms. I expect a response addressing this discrepancy, not just a reiteration of contract policy. 
  

• 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.

  I am writing to formally lodge a complaint against my former landlord, Air Communities, located in ***********, **, regarding an unjustified charge to my security deposit at the end of my lease. I resided at the ********************** complex from December 2021 to April 2024. Upon vacating the apartment, I was charged $411.58 for a full apartment paint and $185 for cleaning services. I believe these charges are unwarranted, as the apartment was left in a clean condition, with any wear and tear being typical for a residence of this duration. Furthermore, it is important to note that due to my credit score, I was not initially required to pay a security deposit. Instead, I paid a monthly fee of $10 from December 2021 to April 2024, totaling $310 over the duration of my lease. This amount should have adequately covered any potential damages. The total amount of $596.58 charged appears to be an additional fee that should have been considered part of normal wear and tear.When I requested a detailed explanation of these charges, I was informed that the damages included holes, scuff marks, and chipped paint, which were deemed above normal wear and tear. The management company stated that the painting costs were prorated based on the length of my residency, up to four years, which they claim is the expected lifespan of interior paint. However, this explanation is both logically and legally flawed.Logically, the prorated cost structure should account for normal wear and tear, which is a standard expectation for any tenant. Legally, California law stipulates that landlords cannot charge tenants for normal wear and tear, and the charges must be reasonable and justified. The management's explanation fails to meet these criteria, as the condition of the apartment was consistent with normal use over the lease period.I am requesting a full refund of the $596.58 charged for painting and cleaning services.

  

  Business Response

  Date: 03/03/2025

  Hello Taikei-Ara,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ************ involving your final move out charges.
  
  An email was sent to you from our ************* After Move Out Team in ********, explaining normal wear and tear vs. damage for requiring a full paint job of the apartment at move out.
  
  Normal wear and tear refers to the natural deterioration that occurs over time with regular, everyday use of a property. Examples include fading of paint due to sunlight exposure. On the other hand, damage refers to any harm or deterioration to the property that goes beyond what would be expected from regular use. This may include significant scratches, dents, or stains that are not a result of normal usage, hanging items on the walls resulting in holes, or excessive damage caused by negligence or misuse. In the case of scuff marks caused by hanging items on walls or furniture rubbing against the walls, these would typically be considered damage rather than normal wear and tear, as they could have been avoided with proper care and attention. I hope this helps clarify the distinction between normal wear and tear and damage.
  
  All apartments require a cleaning by a professional cleaning company and the required cleaning receipt from the company should be turned in at move out.Since a professional cleaning receipt was not submitted, you were charged a full cleaning charge for the apartment.
  
  Please review the attached photos, move out statement and paint invoice. All of your move out charges are valid and we will not be issuing a refund.
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 
  
  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

• Initial Complaint

  Date:02/11/2025

  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 was a tenant of the AIR Communities property at ***********************************. On February 22nd, 2024 I notified the Community Manager for the property, ******* *******, of my intent to vacate on May 20th, 2024. He acknowledged my communication and offered to send me a modified lease through that date. He did not do so and when the time came for me to move he told me that he thought I changed my mind. On 5/29/24 I received an invoice from AIR Communities for ******** for failure to provide notice to vacate, despite clearly having done so on February 22nd. They have ignored my efforts to dispute this invoice, and even though the unit was rented out again shortly afterwards, they have now sent my account to collections.

  

  Business Response

  Date: 02/13/2025

  Hello ***** ******,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with our community manager as well as with our ************* after Move out team involving charges to your account for improper notice to vacate and have been advised that the charges were valid. A longer-term renewal was signed after your conversation with *** ****** and no written notice to vacate was provided. We continuously verified the charges as correct.
  
  This debt is currently owned by ******* who can be reached at **************. Contractually we are not authorized to discuss this debt or continue negotiations, and we do request that you work with Genesis ******************* apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22928651
  
  I am rejecting this response because:

  Text messages are counted as written notification in the state of PA. Mr. ******* did not provide the appropriate addended lease that he said he would, the longer lease was mistakenly sent to me. This matter is now in the process of being taken to the Magisterial District Court.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/09/2025

  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.

  I terminated my apartment lease, ************************************* Apt. 228, LA, CA *****, effective January 27, 2025, with proper notice. I received Move-Out Instructions on January 20, 2025 which had new tenant obligations in in the lease. Although I agreed to no such ADDITIONAL obligations beyond the lease, I followed the Move-Out Instructions carefully and had cleaned the entire apartment and ensured there was no damage. I occupied this apt. for 3 1/2 years (since June 2021). After move-out, I learned that the company withheld part of my security deposit for cleaning and painting of the ENTIRE apartment. After learning this on January 29, 2025, I asked why my money was withheld. I was told the ***. was not in "move-in-ready condition."No apartment lived in for 3 1/2 years could be move-in ready because of normal wear and tear. According to the California law, normal wear and tear is defined as the slow degradation of a property overtime as a result of regular, everyday use, devoid of tenant abuse, neglect or carelessness. There was no abuse, neglect or carelessness. Normal wear and tear is a cost to be borne by the management company, and not the tenant who has cared for the apartment well by any reasonable standard. I strictly adhered to all lease obligations and took great care of the unit. I received no list of specific charges other than a cost of repainting and cleaning of the ENTIRE apartment. The company charged me with a full repainting of the entire apartment and a full cleaning of the entire apartment for a total of $297.18.Note that the company acknowledged that no such "move-in ready" requirement is in the lease signed by the parties.The company determined unilaterally that tenants will pay cleaning and painting costs upon move out. This is unreasonable and unjust because they willfully do not account for normal wear and team and ensure they incur no costs for apartment turnover. They predetermine that tenants pay for apartment turnover costs.

  

  Business Response

  Date: 02/11/2025

  Hello ***** *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with ************ involving the bill of $297.18 for cleaning and painting upon your move out and have been advised that all charges are valid. The cleaning and painting photos and vendor invoice are attached for your reference.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22918901
  
  I am rejecting this response because: 

  The photos show no damage beyond normal wear and tear. Further any wear and tear in the apartment was extremely minimal, acceptable and reasonable. The apartment was cleaned thoroughly as well. The company charged me, and I believe charges as a normal practice, tenants for costs that are to be borne by the company. Pursuant to California law, California Civil Code Section 1950.5(b)(2), the tenant is not responsible for normal wear and tear. California law defines normal wear and tear as the gradual deterioration of a rental property caused by everyday use. Examples include, small chips in plaster, worn or scratched enamel, minor scratches on walls or floors. The apartment has nothing beyond these things, in fact, it has far less than these examples of normal wear and tear. At issue is the legal definition of normal wear and tear. The company uses an inappropriately broad and unlawful definition in order to transfer all move out expenses to the tenant.  The company must refund me for expenses that are lawfully their obligation for a total of $297.18.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:01/15/2025

  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 am not liable for this debt with ***************** Homes. ********************************************************. I do not have a contract With ***************** home. They did not provide me with the camera records about the person that was living there. I never lived there or have any knowledge of this charges that were reported to my credit report. Also, they did not provide me with the original contract as I requested. I demand they send camera records to BBB about the person that was living there at the time.

  

  Business Response

  Date: 01/31/2025

  Hello Ruach Changkuoth,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  We have reviewed your records with ******* involving your concern stating you have never lived there and are not responsible for the balance owed to Tremont Apartments.
  
  Attached you will find lease agreements for your residency at *******. You were the sole leaseholder making you fully liable for the balance that is owed. There is a move out inspection report with move out photos as well. The phone number that we had on file was a number that had been disconnected and all emails sent to you went unanswered. This is why you feel you were not provided move out details.
  
  We cannot confirm whether you are or are not Ruach Changkuoth. If you feel you are a victim of identity theft we suggest you file a police report for identity theft and work directly with the collection company your account was sold to, *******. They will be able to assist you with this process and can be reached at ************.
   
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 
  

  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

• Initial Complaint

  Date:01/14/2025

  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 have submitted numerous reasonable accommodation requests based on a pre existing and worsening disability. AIR COMMUNITIES has taken the strategy of not responding. Ive submitted documentation through the appropriate channels and all requests have been deliberately ignored. Legally they are supposed to process the request and respond in a reasonable amount of time and give a written response explaining a denial or modification. The community management team and attorney on retainer have been difficult to work with or completely non responsive.

  

  Business Response

  Date: 01/15/2025

  Hello **** *******,

  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We are unable to determine what community your BBB case pertains to. We are unable to find any records of your name, email or incomplete phone number that you included in your initial BBB contact email.
  
  Please provide us with the following information. The name of the community you are inquiring about, the name of the primary lease holder, the building and apartment number where you resided or if you are a prospect the apartment you are interested in and a complete contact phone number.
  
  Thank you,
  
  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care

  
  

• Initial Complaint

  Date:01/02/2025

  Type:Product 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 paid $1,075.00 to Air Communities for an application fee and deposit on an apartment with Mezzo Apartment Homes on 12/3/2024. I was working with the onsite manager ****** *****. I submitted the paystubs requested by ****** *****. After I did that, I received an email from Air Communities requesting three months of bank statements. I elected to not proceed as I was out of town and did not have the time to put into this as I had already given them the information they requested. I explained this to ****** ***** and he instructed me that they would keep the application fee of $75 and return the $1,000.00 deposit hold. I never moved into the property. I emailed ****** requesting the status of my refund and he sent me an screenshot of an email which is attached claiming that I modified a document. I never modified any documents that they sent me. This is false in it's entirety and slander.

  

  Business Response

  Date: 01/06/2025

  Hello ******* *****
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Mezzo involving your holding deposit and application fee.
  
  All applicants are made aware of our 72-hour window to withdraw an application and receive a deposit refund. Anything outside of this window will result in forfeiture of the deposit/holding fee. All applicants sign a Certification for Resident Application. This document also states our holding deposit information.  
  
  In this case, it was found that a document had been modified in your application which is considered FRAUDULENT activity. In this case, we cannot refund the deposit.The application fee is a processing charge to a third party and is not refundable regardless of the approval of an application.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared *************************************
  Email: ***********************************
  ***********************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22758252
  
  I am rejecting this response because:

  I never modified any documents.  What would be the need to modify a document?  I am requesting a copy of said document as I will escalate this further.  I also withdrew within 72 hours so that does not apply either.

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

  

  Business Response

  Date: 01/27/2025

  Hello Mr. **************** appreciate you working with our BBB partners regarding your concern.
  
  I am writing back to confirm the status of your deposit in the amount of $1,000.
  
  As communicated to you via e-mail by **** ******, it is understood that you filed a chargeback request with your card company on 1/21/25 for the **** card ending in 5783. We will not be disputing this chargeback, and as such, the refund back to your account will be processed by the issuer without any delay. If you have any questions, please reach out to the card issuer directly.
  
  We want to express our sincere apologies for any inconvenience or frustration you have experienced during your request for the return of your holding deposit. Your concerns in the handling of this matter have been acknowledged and addressed as an opportunity to improve communication between our appropriate teams for any similar future situations.
  
  If you have any questions, please dont hesitate to reach out to us directly at ***********************************.
  
  Thank you, 

  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  

  Customer Answer

  Date: 01/27/2025

   
  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. I did reach to **** ****** today and let her know that I have not received a refund from my credit card issuer.  **** ****** stated that she would look into this further.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Living at this address and I was submitted to the hospital during the course of my stay for the last month due to accident and upon leaving the hospital, I noticed that my truck was not in the driveway and now I have to pay almost $500-$****** get my car out of the impound This is the worst experience I ever had with any company at the place where I live. I did not receive notice of my Vehicle being towed anywhere I just found out when I got home to see that my car wasnt there almost leading me to filing a police report. Please assist me with removing my truck from your partners lot as I am handicap and cannot afford all of these hefty nonsense fees

  

  Business Response

  Date: 01/06/2025

  Hello *** *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern. We have no record of you as a resident or of your vehicle being registered at **************. We reached out in an email to our residents about a vehicle that had been parked in our visitor parking space for an extended length of time and appeared to be abandoned. The photo you provided of the Truck for Sale looks like this same vehicle.
  
  We have been advised that the following communication was sent to all residents of ************** on 12/3/24 at 12:37 pm.  We did not receive any responses.  Please read this communication from the community manager below:
  
  
  
  Vehicles parked in our community that are not registered and appear to be abandoned will be towed. In this instance we did reach out trying to identify the owner before the truck was towed.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  
  ***** *****
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  
  

  Customer Answer

  Date: 01/16/2025

  Hello, well the issue still is yet to be resolved. I was living there and no, my truck was not for sale at the time. This had costed me over $2,000 just in tow yard fees, key making fees, because the key was in my car at the time is was stolen off the property from me. 

  A general email notice will not suffice. 

  

  Business Response

  Date: 01/22/2025

  Hello *** *****,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
  
  While we understand you state that you lived at our community, there is no record of you on a lease agreement, nor of your vehicle being registered at **************. For your vehicle to be registered, we require that you must be on the lease of the household where youre residing. Any vehicles unregistered may be towed at any given time per our parking policy that all residents agree to.
  
  To further clarify, we reached out via email to all lease holding residents on 12/3/2024 regarding a vehicle that had been parked in our visitor parking space for an extended length of time and appeared to be abandoned. The photo you provided of the Truck for Sale looks like this same vehicle. We are not in any way making any claims or disputes about whether the truck was for sale,only referencing the photo you shared.  
  
  After this communication went out to all residents, we did not receive any responses. Vehicles parked in our community that are not registered will be towed. In this instance we did reach out trying to identify the owner before the truck was towed. Please find below the communication sent by our community management team:
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 
  

  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

• Initial Complaint

  Date:11/22/2024

  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.

  Problem Description I am filing a formal complaint against Malibu Canyon Apartments regarding the final charges for my unit (#***) after move-out. The total charge of $2,512.01 is unreasonably high, and the management team has not provided clear explanations or sufficient evidence for these charges. My concerns are as follows:Notice Fee ($1,562.67): This fee was added without any explanation or prior notice. I have not received documentation justifying this excessive charge.Damage Charges - Full Paint ($520.75): Photos taken before move-out show the walls were in good condition, with no significant damage requiring a full **************** Charges - Full Clean ($175.00): I thoroughly cleaned the apartment before moving out, as evidenced by my photos. This charge appears arbitrary.Squirrel Damage: Some damage was caused by squirrels, an issue that falls under property management responsibility, not the tenants.Threat to Sell My Information: The management team threatened to sell my account to a third-party collection agency if I dont pay the balance, raising concerns about the misuse of my personal information.Communication Issues: Management was frequently unavailable during office hours throughout my tenancy, and I experienced the same issue after move-out. Recently, I called during business hours but was told I was calling "outside business hours," making resolution nearly impossible.Desired Resolution I request the following actions:A detailed, itemized breakdown of all charges, including reasons and evidence (e.g., photos, inspection reports).A reevaluation and removal of any unjustified charges, particularly the Notice Fee, Full Paint, and Full Clean fees.A prompt resolution to this matter.If this issue cannot be resolved amicably, I reserve the right to pursue legal action to protect my rights.

  

  Business Response

  Date: 11/26/2024

  Hello Peilin,
  
  We appreciate you reaching out to our BBB partners regarding your concern.
   
  We have reviewed your records with Malibu Canyon and our ************* After Move Out Team involving your move out charges.
  
  You have expressed our management team has not provided clear explanations or proof of your charges.  I will address your concerns as you have listed them in your case description.
  
  Your Notice Fee - In Malibu Canyons lease agreement it is indicated that a *********************************************************************************************** the event proper notice isnt given appropriate fees will apply. Reminders about the required 60 day notice to vacate are shared with all residents at the time renewal offers are sent.
  Your notice to vacate ************* was provided on 7/5/24 with a move out on 8/12/24. This totals to a 38 day notice and not the required 60 days.        However, the apartment was only vacant for 16 days instead of the full 22 days. You were only charged for 16 days at $97.67 per day for a total of $1562.67.

  
  Damage Charges -Due to the black streaks and small scuffs on the baseboards and walls a full paint was required totaling $520.75. We prorate paint charges on a four year cycle to account for the expected lifespan of interior paint. Normal wear and tear refers to the natural deterioration that occurs over time that include fading due to sunlight and minor scuffs. The scuff marks and black streaks found in your apartment fall under damage as they go beyond typical use and require professional repainting. Please see the Inspection photo attachment.
  
  Full Clean Charge The apartment was not thoroughly cleaned as a full refrigerator of items was left behind along with other items. We could have charged for a trash out which we did not. A professional cleaning was charged at $175.00.
  
  Squirrel Damage Damage to the patio was not caused by squirrels but by weather and normal wear and tear. You were not charged for any of this damage.
  
  Threat to Sell Personal Information: When a resident moves out with a balance with no payments made, we attempt to reach out to the former resident over a 6 to 8 month period providing plenty of time before their account is sent to collections. With no payment or plan set up to pay we will turn over the account to our third party collection agency *******. They can be reached at ************ if you have any questions.
  
  Communication Issues - We apologize if at any time you felt our customer service did not meet your expectations. Any concerns expressed or that may have been previously missed, we would certainly take the time to address. Our ************* After move Out team shows logged communication activity with calls made and emails sent monthly regarding your account.
  
  We have re-evaluated your move out charges and all charges are justified. There are no unjustified charges that will be removed.
  
  Please refer to the provided attachments for further clarification.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you, 
  
  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care
  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22593558
  
  I am rejecting this response. I am providing an update to my previous complaint regarding the unreasonable charges imposed by Malibu Canyon Apartments after my move-out. Based on their response and additional evidence, there are significant discrepancies between their claims and the established guidelines under California law, including their failure to comply with the 21-day rule for final statements and their misalignment with normal wear and tear definitions and paint lifespan standards.

  
  1. Violation of the 21-Day Rule for Security Deposit and Final Statement
  Under California Civil Code Section ******, landlords must provide an itemized statement that lists deductions from the tenants security deposit, along with receipts, within 21 days after the tenant moves out. If the landlord does not comply with this timeline, they forfeit their right to retain any portion of the deposit.
  
  In my case:
  
  I moved out of the apartment on August 12, 2024, and ************************ did not provide the Final Itemized Statement until September 4, ****** days later.
  The California Tenants Guide emphasizes that the itemized statement must be mailed or personally delivered to the tenant. Failure to meet this deadline invalidates any deductions made from the deposit.
  This violation alone invalidates the charges imposed on me, including those for painting, cleaning, and notice fees.
  
  2. Misalignment with Californias Definition of Normal Wear and Tear
  Malibu Canyon Apartments claims that minor scuff marks on the walls qualify as "damage" and justify full repainting. In their response, they defined normal wear and tear as:
  
  "The natural deterioration that occurs over time with regular use of a property. Examples include fading paint due to sunlight exposure or minor scuffs from everyday activities."
  However, this definition directly aligns with California Tenants Guide, which also considers such conditions as normal wear and tear that landlords cannot charge tenants for. Furthermore, California law distinguishes between:
  
  Normal wear and tear: Minor scuffs, fading paint, and marks caused by regular use, such as furniture placement, are the landlords responsibility.
  Damage beyond normal wear and tear: Includes large holes, unauthorized painting, or permanent stains.
  The scuff marks referenced by Malibu Canyon clearly fall under normal wear and tear, as described in both their definition and California law. These do not justify charges for repainting. Their interpretation conflicts with both their own definition and the legal standard.
  
  3. Paint Lifespan and Proration Standards
  Malibu Canyon Apartments stated that they use a four-year paint cycle to calculate prorated charges. However, according to the California Tenants' Guide:
  
  The standard lifespan of interior paint is two to three years, not four years.
  Tenants who have lived in a unit for more than one year should only be charged a prorated portion of painting costs based on this shorter lifespan.
  Repainting is only chargeable if the damage exceeds normal wear and tear, which they have not demonstrated with sufficient evidence.
  Given that I lived in the unit for one year, any charges for repainting should be prorated to reflect the two-to-three-year lifespan of interior paint. Additionally, Malibu Canyon Apartments has failed to provide sufficient evidence of damage exceeding normal wear and tear.
  
  Request for Resolution
  I respectfully request BBBs assistance to ensure ************* Apartments:
  
  1, Cancel all charges outlined in the final statement, including painting and cleaning fees, due to their failure to comply with the 21-day rule under California Civil Code Section ******.
  2, Provide confirmation that these charges have been removed from my account.
  
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  ****** Wang 

  

  Business Response

  Date: 12/13/2024

  Hello Peilin,
  
  We appreciate you reaching out to our BBB partners regarding your rejection of our initial response. We have addressed your rejection statement below.
  
   "I moved out of the apartment on August 12, 2024,and ************* Apartments did not provide the Final Itemized Statement until September 4, ****** days later.  The California Tenants Guide emphasizes that the itemized statement must be mailed or personally delivered to the tenant. Failure to meet this deadline invalidates any deductions made from the deposit.  This violation alone invalidates the charges imposed on me, including those for painting, cleaning, and notice fees."
  
  Your move out statement was initially closed on 8/26/24 and was emailed to you the same day using the email we have on file, **************************** have never received a forwarding address from you and the only address on file is your ************* address. We still mailed your final account statement on 8/27/24 to your ************* address hoping that your mail would be forwarded to you. We have attached a copy of this statement for your reference.
  
  Since this statement was mailed, your apartment has been re-rented decreasing the notice fee and revising your final account statement. Your final balance due is $1471.26.
  As we emailed and mailed your final account statement to you by the deadline you cite in the California Tenants Guide, there will not be any other revisions to your balanced owed.
  
  We apologize for any inconvenience that this may have caused you and hope that it clarifies your inquiry.
  
  Thank you,
  

  ***** *******
  Shared ************** | *********************
  Email: ***********************************
  ************************************************************;
  Our Mission: To consistently provide quality apartment homes in a respectful environment delivered by a team of people who care.