Complaints

This profile includes complaints for United Dominion Realty Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  United Dominion Realty Trust

  1745 Shea Center Dr Fl 4 Highlands Ranch, CO 80129-1537

• 

  Hickory Run Apartments

  1080 W. Main Street Hendersonville, TN 37075-6805

• 

  United Dominion Realty Trust, Inc.

  5700 Woodcreek Cir. Richmond, VA 23228

• 

  United Dominion Realty Trust, Inc.

  9318 Tarheel Terr. Richmond, VA 23228

• 

  United Dominion Realty Trust, Inc.

  11800 Lake Falls Dr. Chester, VA 23831

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:04/13/2025

  Type:Product 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.

  On 3/4/2025, I submitted non-refundable application fee of $50 and refundable deposit of $50 to The Carriage Homes at ******* managed by UDR.I first used card ending in **93 but kept receiving an error message. I then used card ending in **59 and the payment went through.I received a receipt for charges totaling $100 to card ending **59.I did NOT receive a receipt for charges totaling $100 to card ending **93. This card was charged in ******** card ending in **93 did in fact go through for the two charges of $50 for a total of $100 in ******** our application was denied, I received a refund of $50 to **59 for the refundable deposit on 3/7/2025 and $50 refund to card ending in **93. Despite my many email attempts to UDR, I am each time told that the amount is non refundable. Incorrect. I was charged $100 to card **93 in ERROR. There is no phone number to call and speak to someone in a timely manner. Over 4 weeks later no resolution has been found.

  Business Response

  Date: 04/16/2025

  In response to consumer's complaint, there was a total of $200.00 collected, $100.00 for a non-refundable application fee ($50.00 per applicant, 2 payments of $50.00) and $100.00 towards the deposit which is refundable (2 payments of $50.00). Records show that the refundable deposit was returned to the cards they were paid with and the refund was initiated on March 6, 2025.

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23199537
  

  I am rejecting the previous response regarding this complaint for the following reasons:

  
  There were two applicants on this application: myself and my fianc. As such, there were two application fees, two deposits, and accordingly, two refunds of those deposits.

  
  My fianc paid his deposit using his own card. Upon the denial of our application, he was issued a full refund of his $50 deposit. That matter is resolved.

  
  I, however, used two cards during the payment process due to a technical issue:

  
  I first attempted payment with the card ending in ***3, but received an error message and believed the transaction did not go through.

  
  I then successfully submitted payment using the card ending in ***9, and received a receipt for this transaction.

  
  After the denial of our application, I was refunded $50 to each ***** total of $100 in refunds. However, this is incorrect.

   

  The card ending in ***3 was charged in errorI never received a receipt and was led to believe the transaction failed. It was still charged $100, and only refunded $50. Since this card was never meant to be charged, it should be refunded the full $100, not just $50.

  
  I respectfully request that the remaining $50 be refunded to the card ending in ***3, as this card was charged in error and should not have been charged at all.

  
  Thank you for your attention to this matter.

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

  Business Response

  Date: 04/28/2025

  In response to consumer's rebuttal, please find attached a copy of the transactions for the consumer. There was an attempt for 6 payments of $50.00 but 2 of them were declined. The declined are underlined in red and refunds in green. Consumer is welcome to provide her statement showing that she was charged another time and management will research further. Please note that 2 of the application fees are considered non-refundable per the terms of the application.

  Customer Answer

  Date: 04/28/2025

   
  Complaint ID: ********

  I am rejecting the response previously provided.

  The transactions listed are correct. I successfully paid the full application and deposit fee twice, totaling $200 once via my checking Mastercard and once via my credit Mastercard. As I am one applicant, the total should have been $100, meaning I overpaid by $100.

  
  Per your fee structure:
  Application Fee: $50 (non-refundable)
  Deposit: $50 (refundable)

  
  Therefore, I should have been refunded total of $150.

  
  Please confirm and acknowledge that the charges you provided pertain to me, **** ******** only, and address the overpayment accordingly.

  Thank you for your prompt attention to this matter.

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

  
  
   

• Initial Complaint

  Date:04/09/2025

  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.

  Repeated and dangerous utility failures at my apartment building **************************** with generators that constantly shut off. Lack of electricity and water has caused:- Repeated FDNY and NYPD responses - Residents trapped in elevators - Serious safety risks to children, the elderly, and disabled residents - No water for hours at a time - Spoiled food due to fridge electricity outage - Unsafe living conditions incl. no heat during below freezing conditions

  Business Response

  Date: 04/22/2025

  We are in receipt of your message and appreciate the opportunity to address our residents concerns. While we cannot guarantee that maintenance-related issues will not arise during the course of a lease, our team is committed to addressing all concerns with the customary due diligence outlined in the lease agreement. We make every effort to resolve maintenance requests in a timely manner and provide advance notice of any planned service outages to help residents plan accordingly. If a resident is experiencing maintenance concerns,we kindly encourage them to submit a service request for each specific issue so that we can assist efficiently. Our team is available to help with any additional questions or concerns our residents may have and we invite them to reach out at their convenience so we can help.
  

  Customer Answer

  Date: 04/22/2025

   
  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:03/25/2025

  Type:Product 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 live at the *************** And the leasing office as well as the DM have all been email about problems that have occurred in the community. No one will answer my emails and Ive gotten to the point I know I have become irritable but no one will answer me. *** had a request to maintenance my stove for 2 weeks and still counting. Since 3/10 the first written request and 3/21 the second written request. According to law the request should be handled within 7 days and if I have to send another written notice they should service it immediately. The stove has become a safety hazard my food has burned because the stove will auto **** ally turn to high heat and stay there when set at a low setting. All 4 burners are doing thing this it only started as 2. I cannot cook any of the food I purchased at the super ****et and have had to resort to buying take out. It is so expensive and the leasing office has ignored me. I asked to speak to a DM month ago and Ive not gotten a email back. I had to ask multiple times for a District managers email because they kept ignoring the question. I keep getting ignored by my leasing office over a few requests Ive set in the last year. Most recently this month with the pest and now the stove. They have violated my tenant rights and I feel discriminated against. The stove can cause fire. I would like to be reimbursed for all the food Ive burned and have had to buy as takeout since I first notified them. The maintenance team had come in 3-11 to take a picture of the part and again on 3-21 to take another picture because they forgot to order the part. I told maintenance who is responsible because I cant cook on my stove if I try to I constantly have to hover over the pan by the burner and turn the heat element on and off. This is not way to live. I also want compensation due to pest lying and saying the serviced my home the first time. All the proof is in the texts to Lake Line V.

  Business Response

  Date: 04/03/2025

  Hello,

  We appreciate the opportunity to respond to this residents concerns and provide clarification regarding the issues mentioned in their complaint.

  Stove Repair:
  The resident initially reported an issue with their stove on March 10, 2025, and maintenance visited the unit on March 11, 2025, to assess the issue and determine the necessary repair.
  The part required to fix the stove was ordered but was unfortunately on backorder, delaying the replacement.
  The part was installed as soon as it arrived, resolving the issue.
  While the stoves temperature control was not functioning optimally, the resident did have access to use the appliance with monitored use, and two of the burners were still operable.

  Pest Control:
  The resident scheduled pest control service, and initially, the vendor mistakenly marked the service as complete without entering the unit.
  As soon as management was made aware, we contacted the vendor to reschedule, ensuring that service was completed.
  After the resident later reported seeing a wasp on the porch, we scheduled another pest control visit and informed the resident that treatment could be applied but would not necessarily prevent future wasps from appearing.

  Communication and Prior Concerns:
  Our team has responded to the residents concerns and maintenance requests, making continued efforts to address them.
  While we understand that the resident is frustrated, we have acted in good faith to provide solutions.
  The resident has also referenced past concerns from previous lease terms, which were addressed at the time.
  The resident has expressed dissatisfaction with GigStreem, our required internet provider, but this policy is part of the community's agreement and is not subject to individual exemptions.

  Our team remains committed to maintaining a positive living experience for all residents. We encourage open and respectful communication so that we can continue to address concerns efficiently.
  Should the resident require further assistance, we welcome them to reach out to the office directly so we can work toward a resolution.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23114795
  
  I am rejecting this response because:

  With regard to the stove, the office was notified on the 24th that all 4 burners were out. It is my fault for not communicating earlier a few days prior that all 4 were having the same issue. Now when the stove turned on it took less than a minute for it to turn to high heat and remains at high heat (Knob was set at LOW or MED to start the initial heating of pan). Even when turning it off and on again to hopefully reset it, it would just instantly turn to the highest heat while k*** is at LOW ( to try to continue the cooking process since you evidently need heat to cook). Please explain even if I used the stove with "monitored use" how I can properly cook anything when I would have to turn the burner on and off every few seconds to avoid burning or causing fire? Its nearly impossible even with monitored use to cook basic items like chicken or rice, it has to be at a controlled temperature to cook thoroughly/right, at best only a fried egg could be cooked with the oil hot and the burner off. I cannot control temperature otherwise for any other items. Water boiling or oil will splatter all over the stove as it did on many occasion when first experiencing this problem and not knowing what was happening right away. Maintenance as texted to the office had come into my house a second time because they said they forgot to order the part this was on March 21st. Now following the 24th I asked again when my stove will be repaired via text because all 4 burners were already out, doing the same issues the two big burners were having. Office replied they would contact maintenance but never replied again to give me an update. Poor communication, unprofessional. I continued to get frustrated because the office always does this they say they will contact you with an update and they never do so till you message them again which is what I did on Friday of that week 28th asking whats happening, I have no access to a working stove. They replied parts were in backorder still. Even with the initial request I was never advised parts were in backorder or for how long since Mar 10th until March 28th. It took you 18 days to notify me of this. However, the office is lying because if they had proper communication or found things out first they would have known that one part was already in on the 21st meaning at best by the 22nd they could have repaired one burner. I took pictures of the boxes the maintenance staff brought in with the parts and searched the tracking numbers. Showing one came in 21st another 28th.Stove was finally serviced the 28th but I have had to spend money on foods that are already prepared from restaurants or the supermarket to make up for not being able to cook food I already had at home. Ive had several items spoil since the lack of stove use.

  Pest Control: Once again with the lies LLV. They were notified on a Monday at 12:06pm that I had an ant issue and they said Pest could not come in that same day since they only come Mondays for reference, so I had to wait till next Monday. Once the day arrives I kept communication with the office since 10:44am asking when Pest will be at my home. About 40 minutes later I was told they were on site and should be here some time, then at 12:02pm, 12:59pm, 1:42pm and 2:04pm I kept asking when will Pest arrive each time. I get a reply at 2:21pm saying "Have they stopped by yet?... not too sure where they are on property." Not too shortly after I checked my email showing that at 2:15pm the request was completed. I was livid because I was home all day and asked the office MULTIPLE times about pest!!! It was not a "mistake" that they completed the request without coming to my home, because as one of my pictures will show which was also sent to LLV, pest left a note on my door saying they came in and left baits in my home. I took the day off to make sure my pet was ok from any baits that may have been put in my home because I wanted to know what would be done for the SAFETY OF MY PET. This was NOT A MISTAKE. They lied and said the job was done in two different forms! Thanks for lying LLV! You are just as negligent as the pest control people. No accountability from ***! I messaged all this to LLV and it was approximately 3pm they couldn't have pest come back?

  GIGSTREEM: No matter the multiple proofs I sent via emails to LLV which also they never replied to I also tried to work with GS (gigstreem) multiple times to service the internet they even ran a test showing the same numbers I was getting. Never have I see such fraud from both LLV and GS with the proof in their face all LLV stands by is a clause saying they aren't responsible for speeds. The BBB reviews and ****** reviews for GS are atrocious and even adding on the proof of speeds I was getting neither company refunded me for internet that kept disconnecting, left the community several days without internet access, and the refunds I was promised I was never given by GS. Both companies threw me back and forth on who I should be getting my refund from for the poor service. I have had to pay for 2 internet services because I can't have a reliable connect from GS. I work from home and have to use multiple softwares that I need higher speeds than normal for. I pay for Spectrum who also offers 1GB internet and my speeds actually reach close to 1GB while GS gave me 150mbps at best.

   

  Lastly I part with I did start to get nasty in my messaging about the pest because I have grown tired of the constant violations of Texas Law ******. The landlord was given notice, Landlord has 7 days to make repairs which is the reasonable amount of time depending on severity of them problem (Remember I was NEVER notified of a back order!), if the problem isn't fixed give a second written notice (Several were given in regards to stove). This law was violated on many occasions with me since the beginning of my lease for this and other issues and the multiple problems I've experienced. I have always paid rent in full and on time with the exception of one time by 3 days. I require reimbursement for having to pay in excess for prepared food and for spoiled food. I ended up buying pest spray for ants and bait to take care of the inside of my home. I hope you can see that I did my due diligence in trying to care for my home and asking for the appropriate remedies from LLV and seeing through proof I was in fact violated on my rights and repairs were not made and that the errors pest and maintenance did were not purely a mistake but intentional for lack of doing the job right.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/24/2025

  Type:Product 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 began contacting Station at ****** on March 11th regarding availability of a two-bedroom unit. Despite leaving multiple voice and text messages, no one responded. I was forced to visit the property in person on Thursday, On Monday, March 17th, I received an email stating that my application had been denied due to unpaid rent with UDR. I was later contacted by a UDR representative that called me and informed me of a supposed outstanding balance of $100 from June 2022 related to a returned deposit check. I had no knowledge of such a debt and requested proof and follow-up from a supervisor.On Thursday, March 20th, a UDR supervisor contacted me by phone. I again requested documentation supporting the alleged debt. She informed me that she could not provide any such records and advised me to send a letter to the UDR billing department if I wished to resolve the matter.This is entirely unacceptable. At no point have I received the level of professionalism one would expect from a company of UDRs size and reputation. I am therefore requesting the following:1.A full and immediate refund of my $350 refundable security deposit, to be mailed within seven (7) business days to:****************************************************************************************** 2.A copy of all application materials and documentation related to the alleged 2022 application, including identification used (e.g., driver's ************ copy of the returned check and associated details reflecting the alleged $50 non-sufficient funds (NSF) charge.4.A full breakdown of charges and a formal explanation for the absence of prior communication.5.A complete waiver of all alleged fees and charges, due to UDRs lack of responsiveness and failure to provide timely or accurate information.

  Business Response

  Date: 03/25/2025

  In response to consumer's complaint, a refund in the amount of $350 has been processed; consumer should receive check in the next couple of weeks.

• Initial Complaint

  Date:03/17/2025

  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 formally disputing the charges imposed by UDR management due to lack of accountability, delayed maintenance, and inaccurate move-out assessments. Despite multiple attempts to resolve these concerns, we have received no response. Upon move-in, the unit was neither brand new nor recently renovated. While we completed a checklist, some pre-existing wear and tearcabinet peeling and a bathtub stainwere not reported, as they seemed minor at the time. However, as the bathroom cabinet peeling worsened, we reported it, and management dismissed it as non-urgent. Now, they are unfairly charging us for full replacement, despite their refusal to fix it when first reported. Additionally, we are being charged for a missing smart plug. To our knowledge, there were only two smart plugsone in the ** unit and another under the sink. A third plug was never present, and the move-out inspection does not mark one as missing. This charge is inaccurate. Over 14 months, we made 20+ maintenance requests, often requiring visits biweekly. The kitchen cabinets had visible paint stains, and we requested repairs twice. Maintenance only painted over the issue instead of fixing it properly. Less than a month after move-in, we had to request repainting. Now, we are being unfairly charged for full cabinet damage, despite their inadequate response. We were also told we were only required to patch small wholes (frames) as we kept original matching paint. Now, on-site management refuses involvement, claiming no knowledge of our stay and directing us solely to billing. This is highly unprofessionalthey handled our concerns for 14 months and are now conveniently disregarding them.I request a full refund for the cabinet replacements, primer and paint and missing smart plug charges, as these were pre-existing, improperly repaired, or inaccurately assessed. (Already explained in detail through email to UDR management).

  Business Response

  Date: 03/25/2025

  In response to consumer's complaint, please find attached 1) copy of a revised Final Account Statement (FAS) 2) copy of move-out photographs 3) copy of invoice related to paint 4) copy of invoice related to light fixture 5) copy of invoice related to blinds. The charge for broken blinds is adjusted and the charge for damaged kitchen/bathroom cabinets is removed from the original FAS. Consumer will receive additional refund in the amount of $355.

   

   

  Customer Answer

  Date: 04/08/2025

  Dear *******, 
  
  I appreciate your assistance in handling my claim against UDR Management. I want to confirm that I partially accept the resolution; however, I have a few concerns that remain unaddressed.
  
  UDR has claimed that they sent a first check, but we never received it. It has now been over a month since we moved out, and we are still waiting for these funds. I need them to provide a tracking number for the check they are sending and an estimated delivery date so I can plan accordingly. As well as the second check (from the revised statement sent by them). I need this money by NOW.
  
  Additionally, they have not addressed the issue of the missing smart plug, which was also part of my original complaint.
  
  I am handling this matter through the BBB because UDR Management has consistently failed to respond to my direct emails, making it difficult to resolve this privately. I would appreciate your continued support in ensuring that they provide a proper resolution.
  
  Please let me know if you need any additional information from me. I am still waiting on the resolution on this case. Please confirm reception of this email. Thank your 
  

  
  

  Business Response

  Date: 04/23/2025

  In response to consumer's complaint, our records show that a check in the amount of $1,816.44 was received and cashed.

• Initial Complaint

  Date:03/15/2025

  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.

  Ever since UDR took over as management there has been nothing but issues. Tenants not able to receive their packages, issues with the parking garage multiple times a month, and no clear way to reach anyone accountable to anything on the *********** much as I love the location I wouldnt suggest that anyone live here.Update: moved out at the end of February 2025. Lived here for 3 years. The first year was great, until the building management changed. The current management does a TERRIBLE job at enforcing rules to the property. Trash is left everywhere, bikes in the hallways or bridges, and not to mention the ground level has been unusable to most tenants, a huge eyesore, and has caused various other disturbances in construction. One of the elevators was out of service for 3 months and just like with any big issue management has terrible communication on what to expect. After it was fixed they offered ONE tenant a rent credit of $150. Huge slap in the face to those affected. If they can offer that as an half apology it should be to all those affected. Especially when the elevator out of service was right across from my apartment. Couldnt be happier that Im moving out. I had been on management for over a year about enforcing rules and I find it so comical in the week after I moved out they seem to putting more emphasis on said rules. STAY AWAY FROM ALL UDR PROPERTIES!

  Business Response

  Date: 03/18/2025

   

  We understand that the elevator outage was an inconvenience, and we sincerely appreciate the patience of our residents during this time. Unfortunately, unexpected delays in repairs, such as this, can occur, and we are unable to anticipate disruptions. In this case, the necessary replacement part was on backorder for an extended period due to supply chain delays. As soon as it arrived, we ensured the repair was completed promptly. Throughout this process, our team made every effort to keep residents informed with regular updates, and we also ensured that an alternate elevator remained available via the skybridge. To further clarify, we have attached screenshots demonstrating the regular correspondence sent to residents regarding the elevator outage.
  

  Regarding trash collection, we partner with Trash Valet for service, and while we strive for consistency, the process relies on residents placing their trash out at the designated times. Our team works closely with the vendor to maintain efficiency, and we also send out regular communications reinforcing expectations for cleanliness throughout the community.

  
  Additionally, we want to clarify that the partial rent credit this former resident referenced was provided for a completely separate matter and was not related to the elevator outage.
  Our team remains committed to providing a well-maintained and comfortable living environment, and we appreciate the opportunity to address these concerns.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23071118
  
  I am rejecting this response because:
  Your team did not provide any information for quite some time around when then elevator would be repaired or that there had been any contact with the vendor until my partner and I, and Im sure many other tenants kept asking for an answer. The elevator was out of service 9/23/24 the vendor came to fix it 9/24/24 and it went out of service again less than 24 hours later. It was out of service from 9/25/24 until 10/14/24. It then broke again 12/10/24 until 2/12/25. In that time we didnt get notice that it would be months until repair until 12/31/24, funny enough the community got an email about it 2 hours after I sent an email asking for an update. 12/12/24 we got an update saying there was regular contact with the vendor, 12/19/24 the community received updates saying that multiple UDR staff were working diligently to get in contact with the vendor and didnt know when repair might be completed. I dont believe 21 days, 15 business days is an acceptable time for tenants to be in the dark about a major issues with the property. Not to mention all the small things that went wrong with the building in that time. I am unable to view the screenshots you submitted but am including some to coincide with the dates in my response. 
  
  
  Also the trash was left right next to the elevator for 4-5 days at a time and the hallway got infested with ants. Any UDR staff that walked the building clearly didnt feel it needed to be taken care of. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/10/2025

  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 this complaint against The Breylay Apartments, due to severe habitability violations that remain unresolved despite multiple complaints.Rodent Infestation (Since Nov. 18, 2023) Management claims they are addressing the issue, yet four months later, the infestation remains, creating an unsanitary and hazardous living environment.Chemical Exposure (Acetone Leak) An adjacent units chemical leak caused severe headaches for my pregnant daughter, son-in-law, and 11-year-old son. Managements only response was to bring in fans, failing to properly address the hazard or provide notice of the work they were doing on this apartment and that I should not be home during this time.Unacceptable Move-In Conditions The unit had a strong marijuana odor, filthy floors (turning our socks black), jelly stains on walls, a baby bottle ****** in the sink, a broken toilet lid, and a non-functioning bathroom ********************* Issues The washer took two weeks to be replaced. The dishwasher was swapped for a used, defective unit. The ** never worked properly, requiring us to set it at 65F to be comfortable. Maintenances fix was closing vents, which didnt resolve the issue.Not able to use Kitchen for Over a Week Due to a neighbors plumbing issue, I was unable to use my kitchen for over a week.Despite repeated complaints, management refuses to release me from my lease without charging two months rent, even though these conditions violate Floridas landlord-tenant laws (F.S. ***** & F.S. 83.51).Requested Action:Immediate resolution of *************** concerns Formal investigation into violations Lease termination without penalty

  Business Response

  Date: 03/12/2025

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We sincerely apologize for the challenges the resident has encountered during their time at The *************************. We take all concerns seriously and strive to provide a high standard of living for all of our residents. Below, we address the specific issues raised in the complaint:

  Rodent Infestation: The pest control issue was first reported by the resident on November 1, 2023, and we promptly engaged pest control services. Multiple visits have taken place since then, with ******** conducting inspections and repairs on November 6, 2023, January 4, 2025, January 10, 2025, and February 8 and 20, 2025. The on site team did always contact the pest control company and had them out to do their due diligence and they remain committed to resolving this matter as soon as possible and have been consistently following up on the situation.

  Bathtub Resurfacing: Regarding the smell in an adjacent unit, we were informed of the situation and acted promptly to address it. Gladiator was brought in the same day to set up fans and improve ventilation. We regret any discomfort caused to the residents family, particularly given the health concerns expressed regarding the exposure.

  Move-In Conditions: The resident has raised concerns about the initial move-in condition of their unit, including an odor, cleanliness issues, and some maintenance concerns. We acknowledge that there were issues that required attention, including a broken toilet lid and a non-functioning bathroom vent. We worked promptly to address these concerns and apologize for the inconvenience caused. We also understand that the resident was not satisfied with the replacement washer, which was delayed due to warranty procedures, and the dishwasher replacement, we did offer a SSSG of $150 on 10/1/2024 for this. 

  Appliance & HV** Issues: In August 2024, the resident reported issues with the ** not cooling sufficiently. Our maintenance team conducted a temperature reading and took appropriate steps by adjusting the vents, but the resident did not find this solution adequate. Additionally, the washer replacement took two weeks due to warranty delays, and we apologize for the inconvenience this caused.

  Kitchen Use: The resident was unable to use their kitchen for over a week due to a plumbing issue in a neighboring unit. This was an unfortunate disruption, and we worked to resolve the issue as quickly as possible once notified.
  Regarding the residents request for lease termination, we reviewed the situation in accordance with Floridas landlord-tenant laws. Unfortunately, we were unable to grant the lease termination request without penalty as the conditions described do not warrant such a release. However, we remain committed to resolving the pest control issue and improving the residents experience at The **************************

  We value our residents and take their feedback seriously. We are working diligently to address the concerns raised in this complaint and ensure a high standard of living for all our residents. Should the resident have any further concerns or require assistance, we encourage them to contact us directly.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23044729
  
  I am rejecting this response because:
  
  Dear Better Business Bureau,

  
  I appreciate your time and attention to my complaint regarding The ******* Apartments. While I understand that they have responded to my concerns, their statement does not accurately reflect my experience. I would like to clarify the following:

  
  Rodent ********************start="460" data-end="463"> While the apartment complex states that inspections and repairs have taken place, I have not witnessed any thorough inspection inside my unit or in the roof. Instead, a maintenance worker came and simply filled in a hole. He also caught one mouse but repeatedly stated it was not his job to do so. After that, someone knocked on my door offering assistance in removing mice, but by that time, we had already handled it ourselves. This individual stated he was not there to inspect anything, only to help remove mice if needed. The same thing happened again a couple of days later, but no inspections took place inside the unit or in the roof, leaving me concerned about whether the issue has been properly addressed.
  Clearly, this complex is not communicating properly, as they continued to send people out for the same issue I had already handled myself. After the maintenance worker told me it wasnt his job to deal with the rodents, I had to ask a friend to come over and help me catch the remaining mice. Instead of addressing the source of the problem, they repeatedly sent people who were not there to inspect or resolve the issue, causing unnecessary frustration and delays.
  Additionally, during this time, I personally caught one of the mice drinking from my cup, and we found several nests throughout the home. This was absolutely disgusting and completely unacceptable for a living environment. The fact that the complex has not taken significant action to prevent this from happening again is extremely concerning.

  
  Bathtub Resurfacing & Exposure to **************start="2058" data-end="2061"> The complex claims they acted promptly by bringing in fans to remove the smell caused by bathtub resurfacing in an adjacent unit. However, I was never notified that I needed to vacate my apartment during this process. My family and I unknowingly remained inside until we started to feel sick from the fumes. Had we been properly informed, we could have taken precautions to avoid exposure.
  

  Air ****************************start="2487" data-end="2490"> The complex states that maintenance took "appropriate steps" to address my A/C concerns. However, the only action taken was a maintenance worker adjusting the vents in some rooms. No actual repairs or inspections were conducted, and the issue remained unresolved.

  Lease ****************************start="3132" data-end="3135"> While I understand their position on lease termination, the ongoing unresolved issuesespecially the rodent infestation and exposure to fumeshave significantly impacted my living conditions. I do not believe my concerns have been taken seriously or properly addressed.

  
  Evidence of ***************************start="3448" data-end="3451"> I have included a photo of something they claimed to have fixed and completed to give you an example of the quality of work being done. This further supports my concern that maintenance and repairs are not being handled thoroughly or correctly.

  
  I am providing these clarifications to ensure an accurate account of the situation is on record. I appreciate your continued attention to this matter and hope for a resolution that acknowledges the reality of my experience.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/19/2025

  Dear Better Business Bureau,

  Thank you for your inquiry and for bringing the concerns of ******** ******** at The ******* Apartments to our attention. We take all resident feedback seriously and aim to address any issues promptly. Below is a comprehensive response to the residents claims, providing clarification on our actions and efforts:

  Rodent Infestation
  While the resident has raised concerns about the handling of the rodent issue, we would like to clarify the actions taken to address the situation:
  1. On November 1, 2024, the resident reported hearing noises in the roof, and we promptly had ******** come out on November 6, placing traps in the attic.
  2. On January 4, 2025, the resident stated they had seen a rodent coming in and out of a hole. Our technician, ******, immediately repaired the hole.
  3. On January 10, 2025, the resident reported hearing sounds in the attic again. Welltech returned on January 24 for apartment exclusion work, though the resident indicated that the sounds were coming from the roof rather than the apartment.
  4. On February 8 and 20, 2025, the resident again reported hearing noises in the roof. We scheduled ******** for February 24 to further address the issue. We also received a quote from ******** for building exclusion work, which is scheduled for March 21, 2025, and will address potential entry points on the building and within the residents apartment to access the attic.
  5. Additionally, on December 20, 2024, we baited all rodent stations across the property to help address the issue site-wide. During a phone call on February 27, 2025, the resident confirmed that there had been no further issues with rodents inside the apartment, only sounds from the attic/roof.

  We understand that this has caused significant frustration for the resident, and we assure you that we are working to resolve the issue thoroughly. The exclusion work scheduled for March 21, 2025, will further prevent any future infestations.

  Bathtub Resurfacing & Exposure to *****
  We acknowledge the residents concerns regarding the resurfacing of the bathtub in an adjacent unit. In response to the issue, we took immediate action by sending a vendor to air out the smell. The resident has mentioned feeling unwell due to exposure to fumes. We sincerely apologize for not notifying the resident to vacate the apartment during this process. Had we been aware of the extent of the discomfort, we would have ensured the resident took appropriate precautions to avoid exposure.

  Air Conditioning Issues
  Regarding the air conditioning, the resident had reported that some rooms were not cooling effectively. Our maintenance team responded promptly, and our service technician adjusted the vents. After completing this action, we observed no further complaints or issues with the air conditioning. The maintenance technician took a photo which shows that it was 67 degrees in the unit when he completed his request. 

  Lease Termination Request
  While the resident has requested to terminate the lease due to the unresolved issues, we have worked diligently to address each concern. We understand the frustration caused by these ongoing problems, and we regret that the resident felt the need to make this request. We have made every effort to resolve each issue promptly and will continue to address any remaining concerns.

  Evidence of Incomplete Repairs
  We take all maintenance requests seriously, and we are reviewing the residents evidence of incomplete repairs to ensure that any remaining issues are properly addressed. We are committed to providing quality service, and we are working to make sure that all repairs are conducted thoroughly.

  We appreciate the residents patience and want to assure you that we are doing everything possible to resolve the situation. We hope this response provides a clearer picture of the actions taken and our ongoing efforts to ensure a positive living experience for all residents. Please do not hesitate to contact us for any further clarification or assistance.
  Thank you for your continued attention to this matter.

  Warm regards,
  *** *****

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23044729
  
  I am rejecting this response because: 
  
  Dear Better Business Bureau,

  
  Let me ask the person responding from ******* Apartments directlywould you like to have rodents in your home? Would you enjoy hearing them scratching inside your walls and ceiling for nearly five months, like theyre hosting a family reunion? Would you like to step outside for some fresh air, only to have to dodge a mouse falling from the roof like its some twisted game of Will I Get Jumped By a Rodent Today? No? Cool. Me neither.

  
  ******* Apartments can document all they want, but the reality is the issue still isnt resolved. If it was, I wouldnt still be hearing rodents in my walls and ceiling, and I wouldnt have to be afraid to sit on my own porch. At this point, all their records prove is that theyve spent months taking steps without actually fixing anything.

  
  To make things even more frustrating, when I submitted my notice to vacate due to the rodent issue and several other concerns, I accidentally put the wrong date. I immediately informed the complex, and they told me I could go in and correct it. However, in the three days it took for me to fix the date, they had already rented the unit. Now, as I prepare to leave, theyre suddenly claiming theyre fixing the issuebut theyve said this before, multiple times, and here I am, still dealing with it.

  
  And now, they expect me to pay to terminate my lease when Im leaving because they failed to provide a livable environment? Absolutely not. I will not be financially penalized for a situation that was entirely preventable if they had handled it correctly in the first place. The rodents were just the final straw, but they are far from the only issue Ive dealt with here. This isnt just an inconvenienceits a failure to meet basic living conditions.
  This isnt just about me moving outits about fairness. I should not have to pay to escape a problem that should have been fixed months ago.

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

  Business Response

  Date: 04/01/2025

  Hello BBB,

  We appreciate the opportunity to respond to this complaint and provide clarification on the concerns raised by the resident. We take all resident concerns seriously and have made consistent efforts to address the reported issues in a timely and effective manner. After speaking with the onsite team once more, they have informed me of the following:

  All Pest Control Efforts:
  Our records indicate that we have taken multiple proactive steps to address the reported rodent issue, including:
  November 2024: Initial pest control service request submitted; ******** conducted an inspection on 11/6.
  January 2025: Resident reported seeing a rodent entering and exiting a hole; our service technician repaired the hole.
  January 2025: Resident reported hearing noises again; ******** scheduled and performed additional exclusion work.
  February 2025: ****************** requests resulted in multiple visits from ********, with ongoing exclusion efforts scheduled.
  March 2025: ******** returned to the unit/building on 3/21 to set traps and inspect the attic. A follow-up visit was conducted on 3/27 to check the traps and assess progress.
  While we understand the residents frustration, we have remained proactive in addressing the issue. Our pest control vendor has been actively monitoring and working towards full resolution. It is important to note that resolving rodent activity in multi-unit communities may require ongoing measures and multiple treatments over time.

  Lease Termination & Move-Out Date:
  Regarding the residents notice to vacate, the following timeline outlines our communication and process:
  3/6/25: The resident submitted a notice to vacate. Our team confirmed receipt and the resident acknowledged she had listed an incorrect move-out date.
  Same Day (3/6/25): We informed the resident that she could resubmit her notice with the correct date. She also inquired if the date could be changed again later if needed, and we clarified that changes would only be possible if the home was not preleased.
  3/10/25: The resident submitted the corrected notice. By this time, the home had been preleased, and we informed her that we were unable to accommodate the requested date change.
  As a standard practice, once a home is preleased to a future resident, we are contractually obligated to honor that lease agreement. Unfortunately, we are unable to make exceptions once a commitment has been made to another resident.

  Lease Break Fees:
  While we understand the residents request for early lease termination without penalty, lease agreements are legally binding contracts. Per the terms of the lease, a lease-break fee applies when a resident chooses to vacate prior to the agreed-upon lease end date. Since we have consistently taken steps to address all concerns brought to our attention, we are unable to waive this contractual obligation.

  Conclusion:
  We regret that the resident remains dissatisfied with their experience, despite our ongoing efforts to resolve concerns. Our team remains committed to working with the resident to ensure their transition out of the community is as smooth as possible. Should they have any further questions, they are welcome to contact the office for additional assistance.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23044729
  
  I am rejecting this response because:

  I strongly disagree with their characterization of events. While they claim to have taken proactive steps, the reality is that I endured months of living with a severe rodent infestationsomething no tenant should have to experience.

  
  Despite my repeated complaints, the issue persisted, and I continued to hear rodents in the walls and ceiling. The situation escalated to the point where my apartment developed a strong odor of a dead animal, making it nearly unlivable. It was only after I formally submitted my notice to vacate and filed a BBB complaint that management finally began taking my concerns seriously. Their decision to send someone out after I had already removed the rodents myself was performative at best.

  
  The attached video and photos clearly document the extent of the infestation, including the unsanitary conditions I was forced to endure. The claim that this issue was being "monitored" and "actively addressed" does not align with my lived experience over the last 3 to 4 months.

  
  Furthermore, it is unreasonable to expect a tenant to continue paying rent in a unit that has been uninhabitable due to a persistent rodent infestation. Given the severity of this issue and the lack of timely resolution, I have contacted an attorney to explore my legal options regarding lease termination and potential damages.

  
  I ask that Apartment Complex take responsibility for this ongoing failure to maintain a habitable living environment. At the very least, I request a waiver of the lease-break fee and any additional penalties associated with my move-out.

  
  I look forward to a resolution that fairly acknowledges the conditions I have endured.

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

• Initial Complaint

  Date:03/07/2025

  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 live at ******************* in *****, **. My bank made an error and when I paid rent there was insufficient funds in one of my accounts. The business manager has removed my access to pay rent via checking account and is forcing me to mail a cashiers check to an out of state office or pay online with a debit/credit card for a percentage fee. I have read over my signed lease and no where is it stated that they have the right to this outside of giving a $30 fee for a non sufficient fund. Also they have removed all telephones company wide so you can only talk to the company through their resident app.

  Business Response

  Date: 03/10/2025

  Thank you for reaching out and sharing your concerns. We truly understand how frustrating this situation must be for you, and we sincerely appreciate the opportunity to provide clarification. Ensuring a smooth and positive living experience for all our residents is very important to us, and we want to assure you that our policies are in place to maintain fairness and consistency across our community.
  
  After reviewing your account and lease agreement, our Business Manager has confirmed in the email sent on March 10th, 2025, that as outlined in Paragraph 3.1, "3. Rent. You must pay your Rent on or before the 1st day of each month (due date) without demand. There are no exceptions regarding the payment *** Rent, and you agree not paying Rent on or before the 1st of each month is a material breach of this lease. 3.1 Payments. You will pay your Rent by any method, manner and place we specify in accordance with this Lease. Cash is not acceptable without our prior written permission. You cannot withhold or offset Rent unless authorized by the law. We may, at our option, require at any time that you pay Rent and other sums due in one single payment by any method we specify."
  
  Rent payments must be made in the manner and method specified by management. Due to multiple returned payments, our policy requires that ****** payments be temporarily disabled for a minimum of six months. However, the resident still has the flexibility to submit payments via cashiers check or money order, as well as through our online portal using a debit or credit card.
  
  We certainly understand that the resident stated that this situation was caused by an error on the banks part, and we truly sympathize with the inconvenience this has caused. The business manager has let the resident know that if they are able to obtain a letter from their bank confirming the issue, we would be happy to review their case further and explore any possible resolutions. Our goal is always to be as understanding and accommodating as possible while ensuring that we uphold policies that are applied fairly to all residents.
  
  Thank you and please let me know if there are any other questions regarding this. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23036602
  
  I am rejecting this response because:
  
  This business refuses to provide me in writing on the rules about disabling a echecking account. I had this issue happen with my last lease with this lease company and I never said a word, they claim if an account has 2 non sufficient funds then the echecking gets disabled for 6 months. But they are claiming because of what happened in that previous lease they reserve the right to turn off my echecking again forcing me to pay more fees from mailing a check or paying with my credit card just to pay rent. It is a predatory business practice and that is why I am going through these routes. This business has also disabled every phone line for residents to reach out, the only way for a resident to reach out about an issue is through a text message system which they will ignore as they have done with me and many others.

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

• 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.

  Date: 02/17/2025 Occured: A large renovation project in our bathroom.Issue: We were not informed that a large project would be taking place in our bathroom. They tore out a wall in our bathtub, I came back from the gym to find people in my apartment and my water turned off. When issues require a number of hours in our home they are supposed to notify and schedule with us. However, they came into our home, broke some of our personal thing within our shower by throwing them in our hallway, and did all of this without our consent and our knowledge. They are supposed to give us 24 hours' notice if water is being shut off as well in the building, however they did not. When brought up this issue they are difficult to get a hold of and will refuse to answer their phones. Have been unable to talk to our front desk about this issue, or the maintenance staff and have left several voicemails with no response. When I try to stop by the front desk, they are never there. This has been an ongoing issue with them not communicating when they are going to do work, and it usually takes weeks for them to fix easy issues.

  Business Response

  Date: 03/18/2025

  We appreciate your bringing this matter to our attention and thank you for the opportunity to address our residents concern. Our maintenance team entered the residents unit to address a service request the resident submitted to report an issue with their bathtub faucet.Our team has remained in contact with the resident throughout this process to ensure their concern is addressed. Additionally, we have informed the resident that, moving forward, they will be notified in advance whenever a contractor is scheduled to perform maintenance in their apartment. Our team will be reaching out to the resident to schedule a time to meet and discuss their experience in more detail.

• Initial Complaint

  Date:01/22/2025

  Type:Product 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.

  Refund for admin fee

  Business Response

  Date: 01/22/2025

  In response to consumer's complaint, funds in the amount of $275.00 were cancelled/reversed; therefore, there are no funds to refund.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22843482
  
  I am rejecting this response because:

  I have never received the check that was owed to me unless it was sent to the wrong address. 
  If the address needs to be confirmed then the merchant needs to contact me. 
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 01/28/2025

  In response to consumer's rejection, a refund in the amount of $200.00 is approved and will be sent to consumer by end of this week.