Complaints

This profile includes complaints for Inlet Bay at Gateway's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Inlet Bay at Gateway

  12000 4th St N Saint Petersburg, FL 33716-1765

• 

  Inlet Bay at Gateway

  1745 Shea Center Dr STE 200 Highlands Ranch, CO 80129-1540

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:04/04/2025

  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.

  On February 8, 2025, I reported a rodent entering through a hole in my balcony screen at Inlet Bay at Gateway, managed by UDR. No action was taken. By February 16, the balcony was heavily contaminated with f**** and stains. On February 20, *********************** only placed glue traps, didnt seal the hole or sanitize, and wore no protective gear.On February 25, UDRs internal staff removed a decomposing rat using a trash bagno pest control present. On February 26, ********************* not licensed for biohazard remediations, performed a superficial cleaning. Misled by the regional manager, I entered the balcony and was exposed to unsanitized surfaces and air against my will. A second cleaning on March 7, likely by the same unlicensed company, was again inadequate. My belongings were never sanitized. ******** returned weekly but never conducted proper remediation. On February 27, the City Inspector found f**** and issued a violation, yet UDR submitted a misleading pest control log instead of a real remediation report from ********, who put ONLY glue traps, because who made the actual cleaning (Organix) is simply not *********** this day, no proper sanitation has been performed. I request fair compensation and that UDR be held accountable to prevent this from happening to other tenants.

  Business Response

  Date: 04/07/2025

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention.

  We understand the seriousness of the concerns raised by the resident and want to assure you that our team has taken the complaint seriously. Our on-site team and legal department have remained in consistent contact with the resident throughout this situation, and they will continue to serve as the appropriate channels for communication and resolution.

  Upon review, multiple steps have been taken to address the reported issues, including coordination with pest control vendors and the facilitation of several cleaning and treatment visits. While we recognize the residents continued dissatisfaction, our team has documented ongoing efforts to respond and follow up.

  At this time, we kindly request that all further inquiries and discussions regarding this matter be directed through the on-site and legal teams, who are actively engaged and equipped to assist with any outstanding concerns.

  Thank you for allowing us the opportunity to respond.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23161742
  
  I am rejecting this response because:

  It has now been two months since I first raised these concerns, and up until now, I have not received any meaningful response. I find Inlet Bays latest reply to be completely unacceptable, as it provides no real solution or follow-up to the issues Ive raised.
  Given that it is Inlet Bay itself that has officially stated that all further inquiries must be directed to their legal team, I formally request that they immediately provide me with the name, email address, phone number, and physical address of the specific person or team within Inlet Bay or UDR **** responsible for handling my case.
  If Inlet Bay or UDR **** fails to provide this information within a brief period of time, I formally request that BBB escalate this matter to the appropriate agencies, such as the ******************************** and other relevant regulatory bodies, to ensure this issue is addressed promptly and thoroughly.
  
  
  I trust BBB will assist me in making sure this matter is handled appropriately.
  
  

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

  Business Response

  Date: 04/11/2025

  In response to Mr. ******* recent rejection and continued concerns:

  We understand Mr. ******* request for direct contact with the appropriate party handling his case. As previously stated, this matter is now being managed through our legal and liability channels. We have confirmed that ****************** is actively overseeing the investigation and further communications regarding his claim.

  Below is the requested contact information for the individuals assigned to Mr. ******* case:
  Claim Number: 1158-GL-25-0300080-001

  Assigned Representatives:
  ***** ******, AIC, SCLA
  ******************** | ******************
  ****************************************
  Phone: ************
  Fax: ************
  Email: *********************************

  ***** *****
  Liability Supervisor | ****************** **************
  *************************************************************************************
  Phone: ************
  Fax: ************
  Email: ********************************

  We encourage Mr. ****** to reach out to the above contacts directly, as they are best positioned to address the details of his claim and provide appropriate follow-up. In the meantime, our team at Inlet Bay will continue to cooperate fully with CorVel to support the ongoing review and resolution process.

  Sincerely,
  Mia
  On behalf of Inlet Bay at Gateway
  ***********************************************************

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23161742
  
  I am rejecting this response because:
  
  
  CorVels Involvement Was a Deliberate Delay Tactic:
  UDR attempts to distance itself by stating the claim was assigned to CorVel. However, ****** has failed to respond meaningfully for over two weeks despite multiple follow-ups and a formal notice sent on April 9, 2025. This company was clearly chosen not to resolve the issue, but rather to buy time and frustrate the complainant. We consider this a strategic use of a third-party to stall and dilute responsibility.
  UDR Refers to CorVel, But Never Followed Up or Monitored the Process:
  UDR attempts to shift the burden of responsibility entirely onto CorVel, yet UDR never followed up, never monitored the claims progress, and ignored multiple communications from me highlighting that CorVel was unresponsive. If UDR truly delegated this case to CorVel, they had a duty to oversee the process and ensure timely and proper handling. Their complete disengagement from the claim is part of a coordinated attempt to deflect and stall.
  Bad Faith and Delay in Mediation:
  UDRs latest response is a clear example of bad faith behavior. They are now using the BBB process itself as a delay mechanism, while completely avoiding the original issue, which concerns unresolved sanitation violations, confirmed rodent infestation, and the exposure to biohazardsall of which remain unanswered.
  Supporting Evidence Provided:
  I am attaching the full email exchange with CorVel, which clearly shows that after initial engagement, they abruptly ceased communication. They never provided an update, decision, or timeline. Their last response explicitly shows they were unsure if they can cover the claim, which is contradictory since they were assigned by UDR itself and acknowledged the case on record. This is de facto abandonment.
  
  
  
  
  Conclusion and Request:
  I respectfully ask the BBB to escalate this case to the appropriate state and federal agencies, as this is no longer a simple tenant dispute but a matter involving public health, possible regulatory violations, and bad faith practices from both UDR and their appointed claim administrator, CorVel.
  
  
  Thank you for your time and attention.
  
  
  Sincerely,
  ********** ******
  *****************************
  *****************
  

• Initial Complaint

  Date:04/03/2025

  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.

  Hi im requesting a refund for an application/fee that was submitted for an apartment: the practices shown by the apartment complex/management are concerning and the apartment is not what was advertised: i applied for an apartment after seeing photos on their website for the complex and listing within zillow. the complex connected me with an ***: who continually attempted to pressure me into signing the lease after expressing a concern regarding the complex and reviews from other residents regarding mold and other concerns. i requested more photos of the apartment unit from *** and she advised that she would have someone from their "on site team" provide me images of the apartment. she then sent me photos stating that the on site team had taken/sent these photos to her. This was a lie, these same photos that i was sent are posted online to the website for the unit. this mispresenting and bullying me into signing into a lease under the threat that it would be cancelled if i did not sign within 12 hours even though my apartment rental move in date is 2 months away is a blatant scare tactic. i would like the money that was submitted for this application refunded.

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to respond.

  We are sorry to hear that this applicant did not feel fully comfortable during their leasing experience. After reviewing the communication history, we found that after our leasing associate, **** provided the applicant with the requested photos of the apartment, there was no response or further communication received regarding any additional concerns.

  We would also like to clarify that the photos sent were representative of the apartment type available and are consistent with what is advertised online. The applicant was never obligated to sign a lease, and it is standard practice to let applicants know when homes are limited or in demand so they can make an informed decision about their move.

  Prior to the lease being offered, *** also informed the applicant that because they had already been approved, the administrative fees would be non-refundable if they chose not to proceed. This is also outlined in the terms and conditions accepted at the time of application submission.

  At this time, no further outreach or request for refund has been received by the onsite team. No move-in has occurred, and no lease has been signed.
  While our application fees are non-refundable once processing begins, were happy to speak directly with the applicant to provide any additional clarification or support regarding their experience.

  Thank you.

• Initial Complaint

  Date:04/10/2023

  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.

  Inlet Bay did not return or account for former tenant deposit money in violation of state law claiming deposit was not paid despite their signed lease indicating deposit was paid. They submitted fabricated evidence to State investigators in the form of photographs and ledgers. Inlet Bay is charging tenant for normal wear and tear items despite state laws prohibiting such charges and has submitted unlawful charges to a collection agency.

  Business Response

  Date: 04/10/2023

  In response to consumer's complaint, and as provided in an email to Consumer dated 9/20/2022, on 5/5/2021 payment was received in the amount of $800 which would have covered the required deposit. This payment returned NSF of 5/7/21. Therefore a deposit was never secured and any payments made thereafter were applied to rent pursuant to the lease. The charges on the *** (attached) are considered valid and due. Residents entered into a payment agreement with the UDR ****************** on July 7, 2022 and made payment in the amount of $116.94. Balance now due is $623.30. No further payments have been received; the account is with a 3rd party collection agency to manage the account.
  

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19912434
  
  I am rejecting this response because:
  Deposit was paid by former tenant by money order on the day the key code was released. Inlet would not release key code without payment of deposit. 
  Former tenants never entered into a payment agreement as claimed.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/18/2023

  In response to consumer's rejection, see attached copy of the portion of the account ledger, showing payment made in the amount of $800 on May 5, 2021 and returned due to insufficient funds on May 7, 2021. Residents made payment on July 7, 2022 in the amount of $116.94 towards the balance due. See also, attached the Final Account Statement; an email was sent to consumer on August 26, 2022 with documentation to support the balance due. With the payment made on July 7, 2022, the balance due is now $623.30. 

   

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19912434
  
  I am rejecting this response because:
  The lease is fully executed by both parties. It is a valid contract indicating receipt of  $800 deposit which was in fact paid by money order so NSF does  not apply. A ledger can be manipulated and is not a contract  Former tenants are due $800 for return of the deposit plus interest as required by the lease  

  Former tenant does not owe any of the following amounts reflected on the FAS:

  $75 late charges (for what?)
  All charges related to rent - Inlet was trying to charge former tenants for days after they moved out, but after complaint, Inlet took off faulty rent charges of $157.80 per day. They did not, however remove related charges for water, pest, trash, U648  

  Inlet is also assessing faulty charges for trash/furniture removal (none was left by former tenants), and for normal wear and tear items- carpet and tub resurface - which is not permitted by the lease or law  

  The only thing accurate about Inlet response is that former tenant paid the $116.94 cleaning fee. 
  

  Former tenants request that in addition to return of the deposit with interest, Inlet submit an FAS showing the account is paid in full, and that $0 is due. Also, we request collection on this be stopped immediately and Inlet take all steps necessary to take care of any negative credit consequences against former tenants.
  

  Sincerely,

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

• Initial Complaint

  Date:03/22/2023

  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 applied to inlet bay at gateway. I was approved and I was sent a notification from rhino stating I needed to give them a deposit of $***** to be able to move forward for the apartment. I made payment to rhino called office continuously no response and or email return. I went to office no one was there sign on door stated they would be back. I decided to request refund through rhino and ***** sent an email stating that they would have to wait on property manager to approve of refund. I went into property again and the property manager would not even come out to talk with me she sent the employer back out to let me know they will talk to the financial manager and will send paper check if everything went well. a day later I received a notification from rhino stating that the property manager let them know I could not be refunded due to me signing a lease. I never signed a lease and they put that apartment back on the website as a vacant apartment. I reached out and called emailed because I never signed documents. I never had a discussion with them about keys a lease or anything, ***** is way too much money for a deposit for a place I never signed a lease for or even seen especially after just having a baby I would like to have my money refunded it was a total scam.

  Business Response

  Date: 03/22/2023

  In response to consumer's complaint, please find attached a copy of the leasing application signed by consumer and a copy of the Final Account Statement. Per the leasing application, the application fee is non-refundable. Consumer was also charge $75 related to non-sufficient funds. The amount of $150.00 is valid and due. Consumer is welcome to submit payment to *********************

   

   

  Customer Answer

  Date: 03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I never received anything from them not an email or anything stating about a payment that did not go through and if that is the case why would there be a $1,888 deposit  accepted if my payment for application did not process. No one ever reached out to me about that situation and then there was something sent to me via email after I sent out for cancellation and requested my refund of $1,888 for an apartment I never discussed with anyone from that office and when I went back to look at all documents they took everything out of that system and denied access and that was after I went to office personally instead of manager coming out to talk to me.
  
  Sincerely,
  
  **********************

  Business Response

  Date: 03/24/2023

  In response to consumer's rejection, attached is a copy of the ledger for this account (which does not reflect an amount of $1,888 as paid).

  The balance due is valid. Consumer is welcome to submit payment for the balance that is due via *********************

   

• Initial Complaint

  Date:01/27/2023

  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.

  The apartment we were shown is nothing like the unit we were placed in. The walls are so thin we can hear peoples phone notifications and full conversations of tenants above and below us. Our neighbor below us has banged on our door, hit a broom all over her ceiling, threatened me , lunged at me, called my husband and I racial slurs, cussed me out when I leave my apartment, screaming obscenities at me to the point I had to call the police on her several times. I feel unsafe living here, a month ago there was a decapitated bird in front of my door which the apartments wouldnt remove. Ive talked with office staff at inlet bay in regards to the issues here at the preserve at gateway nothing seems to get done. ************************ the office manager there refuses to let us break the lease without penalty and wont give me her superiors phone #. She directed me to the website and use contact us to reach the corporate office which doesnt work. They wont allow the neighbor to renew her lease in April due to this insane behavior. Yet they wont let me leave an unsafe environment without a 60 day notice and 4 months rent. This is drastically effecting my quality of life I suffer from anxiety I dont want to walk outside my apartment in fear of an altercation this woman was yelling at me from the moment I stepped outside till I left the parking lot and all I kept saying was leave me alone while she kept saying youre scared, you *****, you loud a** *****, keep walking ugly with people passing by staring at me. No one should have to live like this.

  Business Response

  Date: 01/31/2023

  Hello,

  We are sorry to hear you have experienced issues with noise and your neighbors. Units can have more or less noise depending on the location. Noise is sometimes something that cannot be completely eliminated when it comes to apartment living. When disturbances occur, residents are encouraged to submit a case through their ResApp so that our teams can investigate. On 9/14/22, the resident reported that while having company their downstairs neighbor was banging on the ceiling. The resident and her spouse went downstairs and state the altercation ended with the neighbor lunging towards the resident. The police were called and a report was filed. The police recommended she contact a social worker regarding the argument she was having with her neighbor. Several days later, the resident noticed scratches on their car and claimed it was the neighbor who damaged the vehicle. They were encouraged to file a police report, but following their investigation no convictions were made. Meetings were held separately with both residents to discuss their concerns and let them know to reach out to the office and police should another negative interaction occur. Documentation is needed in order to move forward with serving lease violations, pursuing legal, etc. Resolutions are not quick when there is legal involvement, so we do our best to try and find resolve between the two residents. Several months passed and there were no additional reports of disturbance. On 1/7 we were alerted by the neighbor that the resident and a guest were verbally aggressing the neighbor. A few days later the resident came into the office stating the neighbor had been verbally aggressing her. The resident then stated that she wanted to be let out of her lease with no penalty. The resident was advised that the neighbor has decided to not renew their lease, but that we would be unable to release the resident based off of the interactions. We have reviewed this situation with our district manager and the decision remains the same: The resident will not be released from the lease. In the interim, our team is happy to discuss options to transfer to another home, however, we are unable to guarantee rates, availability and to advise you may experience the same concern. We have also provided the resident with early termination options, but they will be responsible for any fees required should they chose to move forward with this option.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18895745
  
  I am rejecting this response because:
  They will not give me the information of the management who oversees ************************ she contacts her manager in order to make decisions on early termination of leases which I still havent received contact info after asking her for it atleast 3 times. She directed me to the contact us part of their website which doesnt work she said goes directly to their corporate office. I dont believe we should be held financially responsible for breaking the lease early because theyre acknowledging the neighbors threatening behavior towards me by not allowing them to renew their lease. The entire apartment is outdated compared to the one we were shown and having seen it the day we moved in I would have never signed the lease knowing how it looks and the fact that you can hear something as quiet as a phone notification going off in other units close to ours. Ive brought it to their attention 3 times once in an email, once in person and last week a formal request from their website that the bathroom fan doesnt work as well. A big factor in choosing this apartment was the dog park, we cant even use that because its always overgrown and completely full of dog f**** There was also the decapitated bird on our door step that we told management about they never removed it by night time by husband and I were tired of carrying our dogs past it and down the stairs he ended up just removing it himself. Ive also had maintenance come in without knocking when I was naked because the lady downstairs said water was leaking from our unit (which it wasnt) and another time I was using the restroom a painter came in without knocking or any notice and scared me half to death when I realized it wasnt my husband. This has been a 4 month nightmare from h*** living here and the fact that they want over $5000 and a 60 day notice in order to leave is out of the question for us and were basically being told we have to endure this mentally ill woman lashing out on us because of these insanely thin walls is unreasonable. Theyre not letting her renew her lease but they wont let us out of ours, the fact that we cant have the persons info who makes this decision just seems like something isnt adding up. Id rather put the money for an early termination fee towards a lawyer at the point its just principal. They are so money hungry they dont consider the safety of their tenants and they must be keeping their managers info from me for a reason. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/02/2023

  We understand your desire to further escalate,or feel the district manager is your best resource. However, our onsite teams are available to listen, troubleshoot, and resolve complaints as they occur.Further escalation will only cause delays as our teams participate in the daily operations and best equipped to assist you. UDR entrusts and empowers all associates to navigate apprehensions while still adhering to the rental agreement signed by all parties. Irrespective of who is contacted within UDR, the answers will remain the same as we must remain fair and consistent with all our residents. The neighbor's lease was not non-renewed as a result of this situation. The resident was advised that the neighbor would not be renewing, not that this situation had led to that outcome. We are sorry to hear of your dissatisfaction with the layout and fixtures in your home. Our website does advise future residents that square footage, amenities, and floor plan listed may vary between individual units and are subject to availability. Units can have more or less noise depending on the location.Noise is sometimes something that cannot be completely eliminated when it comes to apartment living. We do apologize for the inconvenience. We are sorry to hear about the dog park and common areas not being properly maintained. We have relayed your concerns to our team and they will addressing these areas of the community promptly.  Our maintenance teams are required to knock prior to entering a unit. If the resident would like prior notification, they can add this request to the entry notes. The resident does not have pets listed on their lease nor have they advised the onsite team that there are pets in the dwelling. The units entry notes referenced dogs and, with there being no animals on the lease, maintenance proceeded normally. Our team has already adjusted the entry permissions to "call before entering" for the resident. If you still experience issues with maintenance/vendors entering your unit without notice, please alert the onsite team immediately so that it may be addressed. Though we do apologize that you have not enjoyed your time in our community, we will not be waiving the early termination fees or releasing the resident from their lease. Our team has actively worked to address the all concerns brought forward. We hold your residency in high esteem and sincerely appreciate your understanding. In the interim, our team is happy to discuss options to transfer to another home, however, we are unable to guarantee rates,availability and to advise you may experience the same concern. We have also provided the resident with early termination options, but they will be responsible for any fees required should they chose to move forward with this option.