ComplaintsforUp Realty LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Up Realty is predatory and non-responsive! Not to mention the awful units they rent! I have called and left messages since mid June to resolve the move out process and final rent due. I emailed and called repeatedly. When I do get someone they send me to someone else that never returns calls. Rent was $1250 per month. Because the tenant moved in earlier than the 1st of September, we paid a prorated amount. Move out date was the 15th of the month, I called and emailed to find out the PRORATED amount for the last 15 days…NO ONE EVER RESPONDED. On move out date the tenant was told they don’t prorate!!! I still have not gotten a return call. I found through the app that they assessed a late charge and took the entire security deposit. I am aware that 1/2 months rent should be paid, but I can’t get anyone to respond. I left over 15 messages and spoke to 2 people who supposedly past on the message. NADA… Yesterday I left 3 strongly worded message and got an email that was nonsense, did not address my question. No name to respond to! Not a great way to deal with people. I feel that they are dishonest in their dealings and take advantage of students.

  Business response

  08/24/2024

  *** ******,
  I am in receipt of your complaint and thank you for bringing this to our attention. Our staff works diligently to accommodate all of our residents and adhere to leasing policies and procedures. Unfortunately, I am unable to research this account and give a detailed explanation or solution, due to lack of information provided. I can, however, assist in clarifying the lease terms which are explained in detail upon taking occupancy of a unit. If a prospective tenant is taking occupancy prior to the first of the month (specifically the amount of days before the 1st of the month that the lease term has been designated) they are required to pay pro rated rent. Upon vacating the unit, which is also specified in the lease, once the unit is being occupied after the 1st of any given month, tenant is responsible for this month in full. If tenant vacates before end of the lease term, rent will be charged until end of lease term or unit is rented (whichever occurs first). This is standard of most leases and we are required to adhere to these policies. 
  I will be more than happy to research the account further in order to be sure these lease terms were followed accordingly. Please feel free to contact us and our tenant relations department can get you directly to me.
  Respectfully,
  Daysha J****

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have left at least 15 messages and no one will respond.  I started before the end of Jun.  

  The lease states that it the rent is $1250 PER MONTH.  Term of lease was 8/26/23 to 7/15/2024.  Why is the lease "per month" but the last month is only 15 days??? If someone had returned the call, he would have vacated before the 1st.  The blip about the rent for the month is buried in the lease at paragraph 42. We were not provided with a copy of the lease until after it was signed. Docusign is extremely difficult to read.  If you prorate at the beginning, then it should prorate or be CLEARLY discussed and outlined, but this practice would not BENEFIT the landlord.  This is a deceptive and contemptible tactic, the fact that no one will actually call me back or respond to an email is indicative of the dishonesty of the landlord.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  UP Realty is a scam! On top of being unprofessional and incompetent at the actual job they all do. They take people’s money for applications and “deposits” with no intention of renting to them. Their employees either never actually review the application or they never process the application info/ credit or they take a deposit, and then “ghost” said customer. I have spoken with several students at ***** who are having or have had this exact experience. Shame on ***** for even being partnered with such a sleazy and dishonest company. Shame on their realtors, brokers, agents, assistants, whoever knows how poorly and dishonestly they do business. They are stealing money and sensitive security information from innocent people. They need to be shut down!

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is predatory at its core. It baffles me that they’re allowed to continually scamming people out of their money. I put down a $500 deposit for an apartment to secure it. Earlier today (04/26/24) I was informed that my application process fee had been bounced because of insufficient funds. I did not input the incorrect information in my bank details. I had plenty of funds in my account at the time. For that, they tacked on an additional 100+ dollars to my deposit, and barred me access to the online payment portal for three months—I hadn’t even moved in yet and they were already trying to extort more money from me!! I had read several reviews from people saying that they withhold people’s deposits because they only return it “if you’re not accepted for whatever reason.” Other people have had their deposits returned to them after having cancelled their application. This is not a security deposit, this was a partial deposit to secure the apartment. I want a full refund of my deposit. I want this company investigated for extortion and scamming. This is not good for anyone except for the business owners. Hard working people are being scammed out of their money ACTIVELY by these people.

  Business response

  06/27/2024

  My apologies for the delayed response. This complaint I have just now seen in the list on the website. All applicants who wish to hold a unit while application is being processed, are required to put down a hold fee of $500. Once approved, this amount goes towards the security deposit and is a part of the deposit. If not accepted for any reason, this amount is returned. All applicants are treated the same and the instructions that applicant is required to sign, stating all procedures have been read and understood before even being able to proceed to the next step. It appears this applicant typed in a wrong digit either in the routing number or account number when submitting the $500 hold fee, therefore it was returned NSF. This should have been something applicant contacted his bank directly to resolve. 

   

  Business response

  06/27/2024

  Date Sent: 6/27/2024 12:26:57 AM
  

  My apologies for the delayed response. This complaint I have just now seen in the list on the website. All applicants who wish to hold a unit while application is being processed, are required to put down a hold fee of $500. Once approved, this amount goes towards the security deposit and is a part of the deposit. If not accepted for any reason, this amount is returned. All applicants are treated the same and the instructions that applicant is required to sign, stating all procedures have been read and understood before even being able to proceed to the next step. It appears this applicant typed in a wrong digit either in the routing number or account number when submitting the $500 hold fee, therefore it was returned NSF. This should have been something applicant contacted his bank directly to resolve.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I need to remove my name from the business Up Realty LLC as I have been receiving emails from companies they have loans from. I am not part of the company.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter submitted a application 2 weeks ago with this company. She paid $75 for the application fee and was told she would need to pay another $500 to secure a apartment spot before even seeing it. She asked if she didn't like it or changed her mind would she be refunded. Absolutely was the response. After being told she would have to pay the rest of the deposit through a ******* kiosk without ever seeing a person or any paperwork she was uneasy and informed them she wouldn't be taking the apartment. She was looking for a one bedroom and felt like she had to get a 2 bedroom because that's all that was available for her. Among other shady things that left her uncomfortable. Friday she was told how to pay them . Monday she reached out and they refused to call her when she asked them to to ask some questions. She then said that she didn't want the apartment and would like her deposit back. They said she would not be getting it back because they were not able to rent the apartment . For 2 days? She is a young girl and they pounced on her like she was easy prey. Now we are forced to file legal and criminal charges. They are 100% scammers

  Business response

  04/07/2024

  Very sorry to hear of your recent issue while applying for an apartment.

  All prospects when applying for a unit, if they are interested and would like to hold it while the application is being processed, are required to put down a $500 deposit in order for leasing to take it off the market and not show the unit.

  This is all explained as well in detail in the application instructions which need to actually be signed by the applicant, acknowledging these policies and procedures before being able to proceed to the next document of the application.

  Any "hold deposits", are refunded immediately if the application is denied,(depending on how the payment was submitted and each bank's time frame of how quickly they make these funds available after refund is submitted) If the application is approved and applicant does not take the unit, deposit is forfeited. No applicant should be putting down a hold deposit or applying for a unit they are not sure of or have questions about without going into great detail with their leasing agent.

  Furthermore, our office is always available by phone and in person at the main office for any issues. These are definitely things that should have been addressed directly to avoid any delay. The BBB website, according to my knowledge, is not typically intended to vent complaints due to misunderstanding or inaccurate comprehension of company policies and application instructions.
  

  Please let me know if this issue has since been resolved so if necessary, I can escalate.

  Thank you and our sincere apologies for any miscommunication.

  Thank you.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This business told me I was approved for an apartment . Unfortunately three out of four of the apartments that they showed me were infested with cockroaches and mice. There was one apartment which was ** ********** in *** ******* ***********. That was the only apartment that did not have cockroaches or Mice. I paid a $500 security deposit and received documentation stating 49. Ledgecrest was my apartment representative works for realty named nevó told me a few things needed to be fixed in the apartment before I could move in. One week later when I contacted Realty to find out the status of the apartment I found out they given it to somebody else they promised me they would refund my $500 security deposit and I’m still waiting for a refund to this day. I called the company multiple times I leave multiple messages and no one ever returns my calls I’m asking for my $500 security deposit back considering they gave the apartment away and I had to find a new apartment to move into. I was told the $500 was sufficient enough to save the apartment. Unfortunately, they lied and I have everything in writing.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have recently lived in ********** **** managed by Up realty. I have since moved out thankfully. This is not a complaint about the living conditions (there were plenty) but this is about receiving my security deposit check. I moved out the first of July and received a check towards the end of the grace period on the 29 or 30th the of the month. I proceeded to cash the check as soon as possible. The funds were available in my account until 4-5 months later when it was deducted from my account. Upon inquiring with my bank, they told me that someone else with a ******* *** account had cashed my check even before I was able to. I have confirmed with Jason that there was only one check sent out to my address. If that truly is the case, I am unsure as to who else would have been able to cash the check before me besides someone at the company. I am once again in contact with up realty to resolve this issue but they are not providing any information and have just told me to contact the police.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted Naomi at Up Realty on 10/30/23 after viewing an apartment. We went over my income and credit report issues prior to applying. I did this on purpose to avoid applying if I would not qualify. I was told my income met the 2.5x limit and she confirmed this with her manager. I paid the $25 application fee and applied online. The following day I was contacted by Victor indicating I did not qualify as my income is not 3x the rent. I explained that I spoke to Naomi and what she informed me. Victor did not care and tried to offer me apartments in other towns where the income guidelines were only 2.5x the rent. I was extremely concerned by their tactic and contacted Naomi the following day. She informed me that I could apply with a co-signer for another $25 fee and I would qualify. I demanded to speak to her manager and a full refund. She said she would speak to her manager and contact me back. I never heard from her. Instead, Victor emailed me the following week, 11/2, informing me that my income didn’t qualify and I qualify for other apartments. I am asking for a full refund if $25. I feel Up Realty is a scam company that cons people into applying knowing they don’t qualify, so they can try and get them into apartments they can’t rent. I was provided false informed and I would not have applied if I was informed properly. I do not feel comfortable doing business with this company and have found another rental property that I had to pay another application for.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  There has been an ongoing issue with a fungus gnat infestation at ********* ********** in *********** **. This is one of the properties owned by UP Realty. I first noticed them in the hallways and outside of the building. About a month ago, i started noticing around my window sill. At first it wasn't a hige issue because there wasn't many and they were only on the windows. The problem began to get worse and the bugs grew in numbers. I put my first complaint in with the leasing office on 10/16/23. They sent an exterminator a day or two later. The man pretty much laughed at me and told me that he couldn't get rid of them and I would have to wait until it gets cold outside. He sprayed some chemical all around the house and said it would make the apartment "livable". The spray did absolutely nothing. It got to the point where my daughter and I couldn't eat or drink anything. The bugs would fly right into our food. At night, we would have to sleep burried under the blankets because we'd wake up with bugs in our mouth or dead on our pillows. I continued complaining via email and text messages to Jose R**** (the maintenance supervisor) and Lexi W**** (not sure what her title is but i was given her name and number by the leasing office secretary). Jose completely ignored me and Lexi would respond here and there with promises to move me to another property (which never happened). I finally had to move to a hotel in which I've been staying in since 10/27/23. Lexi went as far as telling me I could go look at two apartments in the back building of the property (which is not infested). I viewed the properties and told her which property I was comfortable moving into. I never heard from Lexi again. I recieved a call from a woman in the east Hartford office by the name Carolina. She spoke on behalf of a man named Leivi. She refused to give me his phone number and told me that I was not allowed to move into that apartment because they didn't wan't to lower the rent by $100.

  Business response

  11/12/2023

  I apologize for your recent issue. This will be addressed, researched and replied to immediately. In order to further investigate and find out what the issue is, we will need an apartment number. This is obviously pertinent information in order to resolve.

  Thank you

  Business response

  11/12/2023

  I apologize for your recent issue. This will be addressed, researched and replied to immediately. In order to further investigate and find out what the issue is, we will need an apartment number. This is obviously pertinent information in order to resolve.

  Thank you

  Customer response

  11/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  All my information has been given to the correct personel within your company and it's very unsettling that you have no idea what apartment number this is pertaining to. I have written numerous emails and texts about the infestation since 10/16/2023. It took for me to write to the BBB to get anything done. Mind you, I'm still in a hotel. I've been here since 10/27/23. My apartment # is 213. I should've been accommodated with another one of your many properties since Up Realty ignored the issue. Instead, I was told by Caroline that her boss said to go ahead and call the health department. I am well over $2,000 into hotel expenses now. Why is that, if the issue could've been adressd since day one? So now, Im guessing I will be sitting in the hotel until whoever you are figures out whats going on and hopefully try to fix the issue? Your response should be, what is your apartment #? We will place you in an infest free apartment immediately! You have a whole other building in the back on the same property! I also should have my rental payments deducted that equal out to the amount that i am spending on a hotel. Each day that goes by, is $100 more of unnecessary money being spent out if mt pocket due to the neglect of Up Realty. 

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

  Customer response

  11/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  All my information has been given to the correct personel within your company and it's very unsettling that you have no idea what apartment number this is pertaining to. I have written numerous emails and texts about the infestation since 10/16/2023. It took for me to write to the BBB to get anything done. Mind you, I'm still in a hotel. I've been here since 10/27/23. My apartment # is 213. I should've been accommodated with another one of your many properties since Up Realty ignored the issue. Instead, I was told by Caroline that her boss said to go ahead and call the health department. I am well over $2,000 into hotel expenses now. Why is that, if the issue could've been adressd since day one? So now, Im guessing I will be sitting in the hotel until whoever you are figures out whats going on and hopefully try to fix the issue? Your response should be, what is your apartment #? We will place you in an infest free apartment immediately! You have a whole other building in the back on the same property! I also should have my rental payments deducted that equal out to the amount that i am spending on a hotel. Each day that goes by, is $100 more of unnecessary money being spent out if mt pocket due to the neglect of Up Realty. 

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

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of your employees have told me that based of my credit i don’t qualify for any apartments in **** ********. Which I’m not understanding due to the fact that i received a ******* * voucher that is only valid for **** ******** area.

  Business response

  06/26/2023

  Sorry for the delayed response. All applicants, whether rental assistance is involved or not, are screened in the same manner and must meet certain criteria. These guidelines and policies are also explained in the application instructions to all prospects before going forward with the application process. 

  Please feel free to contact our office directly if you would like further information or need additional clarification. A member of our staff will be happy to assist you. 

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩