Complaints

This profile includes complaints for Andover Place At Cross Creek's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Andover Place At Cross Creek

  10328 Venitia Real Ave Tampa, FL 33647-4052

• 

  Andover Place At Cross Creek

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

• 

  Andover Place At Cross Creek

  10202 Altavista Ave Tampa, FL 33647-3108

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:12/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am opening a dispute with Andover Place at Cross Creek due to move out bill inaccuracy. We moved out back in August 2024, after leaving, we were given a final bill with multiple repairs listed on it and a late fee due to them using our last month rent to pay for utilities without our approval so it caused us to have a remaining balance we were not aware of. After some back and forth, they removed the late fee and we were discussing the pet seal for damage under the carpet that they cannot prove was us due to a large dog being in our unit prior to us. Instead of removing that, they gave us a bill with everything remaining on it twice. Even the interest charge. We thought it was a mistake and they would just need to correct the bill, but we learned it was not when they sent it to collections, and instead of giving the collections agency the bill that they sent us with the double charges, they fabricated a entirely new bill (with charges that are not on our ledger) that added up to the double charge bill amount. The collections agency started an investigation, ended it on Nov 4, did not tell us, and then it dinged our credits. We are currently fighting the collections agency on this issue. The new fabricated bill created to make these charges look accurate is sketchy. The new bill doesn't even have what the charges are for listed. It's only "damage charge" for every item with random numbers adding up to the doubled amount and then our remaining amount of rent due to the prementioned billing issue.

  Business Response

  Date: 12/13/2024

  In response to consumer's complaint, please find attached a revised Final Account Statement (FAS). The balance due is $475.06; consumer is welcome to submit payment in full via *******************.

• Initial Complaint

  Date:11/05/2024

  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 am filing a complaint regarding Andover Place at Cross Creek LLC, where I am requesting early lease termination due to significant safety and health issues. My lease, set to expire on February 7, 2025, is subject to a $3,000 termination fee despite serious ongoing issues that have made my apartment uninhabitable.I have experienced repeated harassment from neighboring tenants, including threatening behavior and derogatory language. In addition, multiple package thefts and car break-ins have contributed to an unsafe environment. The property also suffers from unresolved cockroach and wasp infestations, despite my maintaining a clean household. Mandatory internet and parking fees are now charged, yet services remain inadequate, and overflowing trash poses further health concerns.Under Florida Statutes (Chapter 83, Section *****), tenants have the right to terminate leases in unsafe conditions. I believe it is unjust to impose this $3,000 fee given these circumstances and ask for the BBBs assistance in securing an early lease termination without penalty.

  Business Response

  Date: 11/14/2024

  The resident initially emailed their concerns to our onsite management team on October 21, 2024. In their email and within this BBB, they highlighted issues related to neighbor disturbances, package theft, internet connectivity, parking, trash management, and pests. To address both the BBB complaint and the concerns raised in the email, I will outline each issue along with our team's response below:

  Neighbor Concerns: The resident has reported ongoing harassment and disturbances from their neighbors. In response, our team has requested that the resident provide any documentation, such as photos or videos, of these incidents, as we need sufficient evidence to take direct action. We have also advised the resident to contact local authorities if they ever feel unsafe, as they are best equipped to investigate such situations and can provide official documentation, which would allow us to take further steps.Please be aware that our team can only address issues that are reported to us in a timely manner.

  Package Theft: All couriers have been instructed to place packages in residents' lockers and have been explicitly asked not to leave packages on the ground or at front doors. Many lost packages result from mis delivery, so we recommend contacting the carrier directly. Couriers have GPS-enabled scanners and inspectors who can determine the exact delivery location of a package. We understand that residents may feel the community is liable. However, as stated in the lease agreement, we cannot take responsibility for packages that are incorrectly delivered or stolen. We encourage residents to file a police report and notify the supplier or courier to initiate a claim. We are fully prepared to cooperate with local authorities and suppliers to pursue any offenders. If the resident has footage of the suspected theft, our team is available to review it and assist in locating the individual. Ultimately, the police will be best equipped to handle the investigation and provide support.

  Internet: The resident mentions a concern regarding the quality of internet service provided. Prior to receiving the October email,our onsite team was not aware that the resident was experiencing any issues with their internet connection. Upon receipt of the resident's concerns, our team requested details regarding the tickets submitted to the internet provider so that they could investigate the situation and escalate the matter internally if needed. On November 30, 2023, the resident was informed that the technology fee for Wi-Fi is mandatory and had been included in their renewal offer. This renewal offer, which outlined the Wi-Fi fee, was sent on August 31, 2023, and was reviewed and signed by the resident. Although this charge is non-negotiable, our team has been working closely with the internet provider to upgrade the wiring to enhance service for the small number of residents experiencing connectivity issues. The resident's building is currently scheduled for this service upgrade.

  Parking: The resident has raised concerns about the value of parking and incidents of criminal activity in the parking area. Our parking fees are clearly stated in the signed lease agreement, which has been in place since the resident's move-in date in 2021. These fees have not been added or changed recently, and this information is transparently provided to all residents. Unfortunately, crime and break-ins are challenges faced in many areas,and no community is immune. While our community benefits from daily monitoring by a surveillance patrol team, it is important to note that these measures are not foolproof and cannot guarantee the complete prevention of crime. We encourage all residents to remain vigilant, ensure their vehicles are locked,avoid leaving valuables inside, and report any suspicious activity to the police. We are committed to cooperating fully with local law enforcement to ensure that any offenders are fully held accountable.

  Trash: The resident has raised concern about overflowing trash. Recent logistical challenges due to the hurricane caused delays in waste removal. However, our team responded promptly to clean up the overflow, and the compactors are consistently scheduled for pickup multiple times each week. Additionally, two dedicated groundskeepers regularly monitor and maintain the compactors. In a community living environment, it's important to note that improper disposal of trashsuch as not fully closing the chutecan contribute to build-up. We remain committed to resolving these issues as soon as they are brought to our attention. Addressing any trash concerns is the first and last task our groundskeepers handle during each of their shifts.

  Pests: No prior pest control concerns have been reported by the resident regarding cockroaches. We take pest issues very seriously and depend on residents to report any problems so that we can address them promptly. Our team has informed the resident that we would be happy to arrange intensive treatment at their earliest convenience. Our records indicate our vendor provided treatment for the wasp issue. Prior to the October email, no additional reports were received to indicate that the problem had persisted following initial treatment. Following the resident's recent outreach, our onsite manager conducted an inspection of the building and immediately scheduled another treatment to ensure the issue is resolved swiftly.

  We understand that the resident wishes to be released from their lease without penalty. However, we are unable to accommodate this request at this time. Our corporate team is the final destination for reviewing and addressing resident concerns. This situation has been carefully evaluated, and while we recognize that the resident is not satisfied with the previous response, the decision has been clearly communicated by our onsite team and is final.

  Our onsite team has promptly and professionally addressed all reported concerns in accordance with the terms of the signed lease agreement. Since receiving the October email, the team has taken proactive steps to address and resolve all reported issues. Additionally, the team has offered the resident the option to pursue a transfer, which would require a $1,000 transfer fee, 30 days' written notice, and the selection of a different floor plan, either larger or smaller. To avoid the transfer fee, the resident may choose to transfer at the end of the current lease term on February 7, 2025,provided a suitable unit is available at that time.

  We encourage the resident to continue working with our onsite team and to provide any additional documentation regarding their concerns.

  
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is involving pest control, mold, and how my rent money was lost, and A/C is constantly going out in the state of Fl. Pest control - spiders and roaches in my apartment Mold - there is mold in several of my window seals Rent money - after being given the run around by your staff member, *******, my rent money got lost in the mail. I provided pictures of my money orders, a receipt from the post office ( to show i paid for certified mail), and and a tracking number. And showed proof that it was delivered by the date on my notice. Still, no update about my money being received or not. Tracking number provided below. Also, my A/C is constantly out, and Ive put in several complaints. One of those times, the technician or who I spoke to, said that he was simply not coming to fix my A/C until the next day. When in summer heat, in **, thats against the law. And uninhabitable. In the heat, in **.

  Business Response

  Date: 08/06/2024

  We received your message on August 5th and appreciate the opportunity to review our residents concerns. A work order requesting treatment for spiders was created on July 30th. Our team promptly added their unit to our pest control vendors treatment list. No additional treatment requests for spiders have been submitted. To date, no work orders have been submitted requesting treatment for roaches. As stated in the lease agreement, residents must promptly notify the onsite team in writing if they suspect the presence of mold in their home. Our team has not received any correspondence from our resident regarding suspected mold. A work order was created on July 11th reporting an issue with the ** and this was resolved on July 12th. The business manager texted the resident on August 5th to confirm their rent payment was received and to inform them their account was updated. We have not received a response from the resident. If our resident is experiencing any maintenance or pest related issues, we kindly ask that they submit a work order for each concern so we can address each issue accordingly. For any additional questions or concerns, please contact the onsite team so we can assist. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22084906
  
  I am rejecting this response because:
  I did not receive anything about my rent being received until AFTER the complaint was filed. And even then, that does not explain what happened to it. So, why did you not receive it until almost two weeks after it was overnighted? 

  My second issue is, if you saw I had several issues with my AC, then why didnt the company reach out to me to make sure my issue has been resolved? 
  

  And third, please do not ignore my request to have my lease ended with no penalties, thank you. 
  

  4th, the mold in my apartment needs to be addressed 

  Also, please answer the phone like regular humans. Everyone does not appreciate automated communication 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

  For any questions or concerns about payments or account-related matters, the resident should contact the business manager directly. To date, one work order has been submitted to report concerns with the *** This work order was submitted on 7/11 and successfully resolved on 7/12. An email was sent to the resident on 7/12 to confirm that the work order was completed. Should a maintenance issue persist after a work order is closed,the resident should promptly submit a new request. This ensures that our team is notified of any ongoing issues and can take appropriate action to resolve them. If a resident suspects mold in their home, they must notify us in writing by submitting a work order, as specified in their lease agreement. To date, we have not received any work orders reporting suspected mold. Our team has acted with customary due diligence per the lease to promptly address all concerns reported by the resident. If the resident would like to terminate their lease prior to their lease end date, they are required to provide sufficient notice and pay the lease break fee as outlined in the lease agreement. If the resident has trouble reaching the team by phone, we encourage them to request a callback using our alternative communication methods: text, email, or the resident app.Our team will be happy to return the call.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22084906
  
  I am rejecting this response because: 

  let you know in writing via this complaint regarding the mold. This is my second time mentioning it. And it needs to be addressed, promptly. And, asking for the second time, what the h*** happened to my rent money? Why did it take 2 weeks to be posted to my account after checks were overnighted? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/13/2024

  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.

  Mailed rented from 4/26 being not allowed to pay online for insufficient and etc being told havent received rent till today bit getting any response in a timely manner of the issue or how can be resolved before being out out

  Business Response

  Date: 05/14/2024

  The resident texted the business manager on 5/1/24 to inquire about a rental payment they claimed to have sent via mail. Upon inquiry, the business manager confirmed that the payment hadn't been received and asked if the resident could provide tracking information. The resident explained that they had disposed of their receipt because the tracking details indicated successful delivery on Monday (4/29). On 5/2/24, the resident followed up with the business manager to see if the payment was received. The resident was advised to contact the post office to inquire about the receipt or tracking details. However, on 5/4/24,the resident informed the business manager that the post office couldn't locate the receipt or envelope for the payment. Since the office was closed for the weekend on 5/4/24 and 5/5/24, the team didn't respond to the resident's outreach. When the business manager returned on Monday 5/6/24, they reached out to the resident to see if there were any updates on the payment but received no response. The business manager followed up again on 5/13/24 and did not receive a response. On 5/13/24, the resident reached out to the onsite team's textline to inquire about their payment. The onsite team confirmed that the payment hadn't been received and suggested the resident contact the business manager directly for assistance, as they are best equipped to assist with all account-related matters. Excluding the office closure days over the weekend,the team promptly responded to all of the residents outreaches. Since payment hasn't been received and the resident is unable to provide proof of mailing the payment, it's advisable for them to directly contact the business manager to determine the next steps.

• Initial Complaint

  Date:09/01/2023

  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.

  We moved out of the Andover Place apartments on 7/22/2023 after a stay of 3 years. On 8/4/2023, we received a Final Move-out bill from the Andover Place apartments billing department. The bill includes charges as mentioned below:Additional charges/credits/payments after move-out CLNG - Carpet Clean/Scrub85.00 DAMG - Cracked *************** Cracked Charges50.00 DAMG - Master Bathtub Damage735.00 PAINT - Cabinet Interior Painting200.00 Lease Break Option 1 - Chauhan3,902.00 Rent to relet 7/30/23503.48 Total additional charges / credits / payments5,442.88 We immediately disputed the charges billed for Master Bathtub Damage ($ 735) and Cabinet Interior Painting ($ 200). And here are our reasons for disputing:- When we originally moved into the apartment on 3/20/2020, we noticed that it was not a renovated apartment and there were several issues with the apartment. We did submit a written list of issues to the leasing office and that list should be part of the original lease documents available to the leasing office. - Both Main and guest Bathtub/Bath tiles were treated with Fresh White paint. The paint was peeling off of the bath tiles and edges of the tub. - There was white paint peeling off multiple surfaces including Kitchen Cabinets (inside), Closet Doors, and Laundry room doors. We had a few pictures on ****** Cloud which were taken on the date we originally moved into the apartment (03/20/2020) and we shared the pictures with the billing department.The billing department sent a Revised Bill and removed the $200 Charges for the Cabinet Interior Painting. But they have not revised the $735 charges for Damaged Master Bathtub. The original bathtub that we received at the time of move-in would be at least ***** years old and there was fresh white paint on it, it is obvious that it will attract oil and grime leading to discoloring/peeling of paint on the bathtub/wall tiles. Hence, we can't be charged the cost of a new bathtub.

  Business Response

  Date: 09/05/2023

  In response to consumer's complaint, attached is a copy of the Final Account Statement (FAS) with a balance due in the amount of $4,929.29, a copy of the move-out photographs (which documents the charges assessed) and a copy of an invoice for the bathtub refinish. The consumer moved out prior to the lease expiration date of 10/20/2023 and was charged pursuant to the signed lease.

• Initial Complaint

  Date:07/14/2023

  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 moved out of apartment stayed in same apartment for almost 3 years, they charged me for few items even i had addressed those before move out. 1. Cabinets paint : They charged me $300 for cabinets painting where as i had painted those with same paint purchased from the vendor they purchase and same color. Existing color and painting color are totally matching. Some of the cabinets were not painted were matching with painted ones. Still they are saying different paint/color was used by me. (Cabinets above refrigerator and microwave are not painted still matching with one which are painted)2. Gas stove top: Gas stove top was changed where as when i has took possession it was same and even mentioned in my first lease agreement about this. If that was not required to change that time then not required now also. Attached image for the same.I see these are unnecessary charges. This is really frustrating to deal even i took care of these.

  Business Response

  Date: 07/18/2023

  In response to consumer's complaint, attached is a copy of the move-out inspection with move-out photographs. Per management, consumer was charged: Glass Stovetop Replacement ($400), Painting of Interior and Exterior Cab ($300) and Dining Room Light Cover ($50). The move-out photographs provided document the validity of the related move-out charges.

• Initial Complaint

  Date:06/21/2022

  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.

  After providing the appropriate notice to vacate, on several occasions, I insisted on a walk-through inspection prior to surrendering the keys to allow me the opportunity to correct any deficiency that I may have overlooked. Please see page 2 of my Objection to the Claim (email from management) The inspection noted "some soap scum in the bathroom" and then they wanted to charge me $50 to treat the cement BELOW the carpet - because I owned a pet. A charge I disputed as it was NOT in my lease, and according to the terms of lease my pet deposit would cover any damage from my pet. After further discussions with Anel, the property manager, informing her that if they were going to charge me for an unnecessary fee, then I wanted a date and time stamped receipt to support the fee. My dog never went to the bathroom in the house (I worked remotely and owned a steam cleaner that I purposefully left inside the apartment when management conducted the final walk-through inspection. The end of that discussion! After I surrendered the keys, I was charged for items not listed in the final inspection - because at the time of the inspection they did not exist. Broken blinds that were broken when I moved into the apartment and emailed picture send to management the following business day to be included in the move-in inspection and instead of charging me $50 to clean the cement below the carpet they charged me $50 for steam cleaning carpet that I steam cleaned. I want a refund of my full deposit as the pictures and attached and already emailed to management.

  Business Response

  Date: 07/14/2022

  Business Response /* (1000, 5, 2022/06/27) */ Good morning, in response to consumer's complaint, please find attached the following: 1) Copy of the Final Account Statement 2) Copy of the invoice related to the charge for carpet cleaning 3) Copy of the move-out photographs. Consumer was charged a prorated fee for carpet cleaning and the move-out photos document the charge related to both carpet cleaning and blinds replacement. Consumer was charged appropriately and received a refund in the amount of $88.94.