Complaints

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:04/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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'm writing a complaint for being deceived and I'm requesting a refund and stating I will not be staying in the unit at ***********. After researching the company and the properties" Student Housing Solutions", I've read lots of complaints that make me feel unsafe staying with this company. Finding out that the apartment complex isn't just student housing when it was stated on their website as "Student Housing". From the photos, it looks like the apartment complex was gated and I later found out it was just only the pool. The driveways are covered with potholes, mold in the rooms and hearing about neighbors, having a shoot out in the parking lot, effecting them with a bullet in their bumper is very concerning. I'm a 19-year-old female, and my roommate is as well we do not feel safe staying with this SHS company after hearing about management issues, noisy neighbors, and no sense of security. Me and my roommate have spoken to some of the staff and they requested us to transfer to the other properties, we researched the other properties and they all had similar complaints and we just no longer want to stay with this company.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had many, many issues with the horrible communication from Student Housing Solutions. My current issue is that 90 days after my lease ended, I have still not received back my security deposit. I was contacted, by text, in *************** (30 days after lease ended) to confirm the address the check would be sent to. After confirming I was assured the check would be sent soon. By September 9th (60 days after lease ended) I still had not received the check. I called SHS and was told to give them until 9/14 and to call back if I hadnt received the money. On 9/14 I called back and was basically told they werent sure of the issue. Over the next month, I called multiple times a week, confirming over and over again that 1) they had the correct address and 2) my check had not been returned to the sender. No one seemed to have any more answers than that even though I was assured repeatedly management or the corporate office would be contacted. Eventually, in early October I was told they would cancel the initial check and send a new one and provide me with a tracking number. Not sure why a business would send a check for a large sum of money through the mail with no way to track it, but thats not the main issue. A week later, I had heard nothing and when I called back, the person I talked to had no idea what I was referencing. I have continually explained the situation and am simply asking for a new check to be issued. This business owes me $900, and have WELL surpassed the 30 day legal limit to return it to me. I have had no communication from the company and have explained the situation more times than I can count at this point and have been told repeatedly they would look into it but nothing ever happens.

• Initial Complaint

  Date:10/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in “The Highlands” owned by Student Housing Solutions (which I will refer to as “SHS” from here on out) from August 17th 2022 @3p.m. and it was supposed to end August 16th 2023 @12p.m. We made a deal that if I helped them by moving out early (August 5th 2023) because they overlapped my move out date and the new move in date, that they would waive my August rent which they did. They then charged me for utilities from June 8th - July 5th 2023 after I had already paid that. That total came out to $103.16 SHS made everyone pay the “move out cleaning fee” in July instead of August when we were scheduled to move out. The charge was $100 after I moved out they charged another $150 for “Trash Removal” after I already paid the $100 cleaning fee. In the lease it states that the $100 doesn’t include left behind “items” meaning furniture and things of that such not cleaning up garbage. That’s what the $100 “cleaning fee” is for. This is from the lease I signed “A One-time cleaning fee will be charged (this does not include removal of left behind items or steam cleaning of any kind) of $100.00 for one bedroom” They would owe me a total amount of $253.16 which they took from my security deposit and gave me the rest back. I have called them multiple times and emailed them with no response so that’s the reason for my complaint. If they don’t plan to pay I plan to take this to small claims court for the money but they shouldn’t get away with this and if they’re doing it to me then how many more college students are they screwing over. They are one of the most corrupt places I’ve ever done business with. Thank you in advance!

• Initial Complaint

  Date:05/10/2023

  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.

  I received a letter on May 8, 2023, saying that $725.16 had been sent to collections because SHS management charged me for carpet replacement on September 7, 2022, nearly three months after I moved and my resident portal was closed. My forwarding address is on file, and I did not receive any notification about this carpet replacement or charge. Even if I knew the $725.16 debt existed, I still needed access to a resident portal. The collection agency mentioned that the $725.16 was sent to collection in September 2022, meaning I was charged and sent to collections within a month. When I moved into the unit, I commented to the front office and maintenance staff about the flooring. Evidence showed that a major flood occurred in the apartment, leaving the kitchen and the living room floor in poor condition. I also was on the bottom floor, near the lowest part of the property. This would cause water to pool outside our door and seep in during heavy rain. It took nearly a year for anyone to address my issue with the flooring. I placed several maintenance requests about the dishwasher leaking heavy amounts of water, and some requests were closed without anyone correcting anything. Finally, after the dishwasher ultimately gave out and flooded the apartment, it was replaced. Still, maintenance destroyed the kitchen flooring and added to the damaged carpet in the living room and near the main door. I asked the office again in person, during the TURN Season, if my carpet and kitchen flooring could be replaced, being that during the dishwasher replacement process, things got much worse. Nearly a year after being notified, they replaced my kitchen flooring in 2020 and told me the carpet would soon be replaced. I continued living in that apartment for two more years, and they did not change the carpet. I vacated the unit on July 20, and my account was closed after the last utility and rent payment. I also paid the express moveout fee. I couldn't pay the $700 if I wanted to

  Business Response

  Date: 05/25/2023

  To whom it may concern: 

  The complainant has the opportunity to dispute any charge either through our official company dispute system or through the credit agency. I looked through our dispute history and do not see any communication from the complainant. Our property does retain photos of stained carpet that required a replacement. Our findings do not show it the stains to be related to any type of water leak. Mr. ****** was not charged for the vinyl replacement in the kitchen; this charge was absorbed by the property. We advise Mr. ****** to contact ******** ********** ******* to submit a dispute response to his outstanding charges so we can perform an official review. 

• Initial Complaint

  Date:11/28/2022

  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 a college student at FSU renting at ****** ***** ********** managed by Student Housing Solutions. I have a lease thru 7/2023, although the lease states that I can have someone take my lease over for the remainder of terms. In September, I had to medically withdraw and move back home to St Petersburg. I immediately notified SHS with the correct written paperwork with my notice to vacate. On 10/31, I found my replacement named ******* ****** who toured and completed background paperwork to move in on 11/1 and assume the rest of the lease through 7/2023. SHS, Gaby (leasing agent) assisted **** with giving him the keys to move in but, informed him/and mother ***** that the actual lease wasn't ready (SHS was having an issue on their end). I confirmed with Gaby on 11/1 that everything was complete on my end with my lease terms since **** took over the lease, she explained I didn't need to do anything else. I had requested in writing from SHS that my lease was ended but, never received anything. Over the first week, I continued to check in with **** to see if he received the new lease since I was still showing in their portal as needing to pay rent. The portal was accumulating late fees since they didn't take my name out of the portal or change the lease over to ****. Over the next 3 weeks, my mom would call SHS weekly. She has spoken to every leasing agent (***** ******* ***) asking for answers and assistance as to why the lease hasn't been changed, all of them stated it would be escalated to the Property Manager ***** only to never receive a call or email. The only communication received happened on 11/10 via text from ***** asking me to pay my rent since it was accruing a lot of late fees, my response was a new tenant already moved in on 11/1 shouldn't you be asking him for payment. No other response from *****. I find this crazy that this Property Management Company has handed over keys to allow a tenant to move in without ever giving him his lease nor asking for any form of payment. My concern is since they haven't done their job with creating a new lease for **** ****** that they will expect me to cover all of the fees (even though I moved out in September, completed paperwork and found the new tenant). It is concerning that this type of property is running a business like a sham. When you try to call them at *** *** ****, no one ever answers the phone nor do they respond to emails. This business must be stopped with their illegal business doings, god knows what else they are doing illegally under the table with other prospects and tenants. Please contact me for more information. I want everything changed over in their payment portal to **** Donley, he will be paying his rent for November going forward. All late fees will be removed (since they can't do their job to fix the portal). They need to reach out to **** to ask for his payment and give him his LEASE. It has been 25 days already with no one being able to fix or return a call. Once 12/1 begins, it will continue to bill my name if this isn't fixed.

  Business Response

  Date: 01/04/2023

  Good morning, 
  
  I received a final notice in the mail regarding ID ********. Attached is the response to the Complaint. Please let me know if there is anything additional I can help answer. Thank you. 
  
  Sincerely, 
  
  ******* ******
   
  

  
  

• Initial Complaint

  Date:11/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Move into Bainbridge Place apartments (Student Housing Solutions) Feb, 2021 - Already had been with Student Housing Solutions for a few months. - Kitchen was very dirty. Bug infestation. Rats. Dishwasher missing silverware holder. Fridge missing side pieces. Items in fridge had been expired for longer than any of the current tenants had lived there. Lint and clothes behind dryer, some of the clothes were men's clothing and the apartment was all female. When heat was turned on for the first time that year it set the smoke detector off due to smoke, upon investigating the filter had not been changed in months and the entire HVAC was coated in dust. I was told this was normal, I have to request to change the filter, and that they could clean it if I "really wanted them to", which never happened. I have photos of all of this. - Was told if I moved out early I would receive rent back from the month I left, only later to find I was charged a subletting fee that I was never told about and it was taken out of my security deposit. No email back from the property manager about this. - Moved to the Vertex, was charged a security deposit not listed on my lease - Recurrent issues with upstairs neighbor - office employee told this neighbor to come to our door - created unsafe situation - still no remedy despite escalation - Roommate is discriminated against by the property manager for her mental health - Upstairs neighbor drop Marijuana on porch - burning plants and creating a fire hazard - email sent to property manager and no response was received - Residents informed a few days prior to new company buying Vertex - no information on how this effects residents - issues with neighbors still not solved - SimpleBills which was required by complex for utilities charges twice for same month ($200 per roommate due in a few days instead of regular bill) as "final billing cycle" - customer support informed me that Student Housing Solutions should have made us aware of this

  Business Response

  Date: 11/30/2022

  Good afternoon, 
  
  Attached is the response for ID # ********.
  
  Please let me know if anything else is needed. Thank you. 
  
  Sincerely, 
  
  ******* ******
  Area Operations Manager
  Student Housing Solutions
  P: ************
  **** **** ********* ******* ***** *** ************ ******* ***** 
  
  ******* ***** ******** **** ***** ********