Complaints

This profile includes complaints for Waterton Property Management, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waterton Property Management, L.L.C.

  222 S Riverside Plz Fl 20 Chicago, IL 60606-5808

• 

  Waterton Property Management, L.L.C.

  6802 Junction Boulevard Springfield, VA 22150-1924

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:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted 3 work order requests to clean out the **** filters in our apartment over the last month and they have all been ignored by property management at ******************************. The filters are full of residue from the Los Angeles fires, among other hazardous substances and pose a health risk.

• Initial Complaint

  Date:12/11/2024

  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.

  Complaint Regarding Misleading Billing Practices and Poor Management Response Dear BBB,I am filing a complaint against Waterton Residential, the management company for ******** on the Park, regarding misleading billing practices and inadequate response to tenant concerns. Key issues include:A significant, unexplained increase in water charges for the 10/210/26 billing cycle.Delays and mismanagement related to a flooding incident caused by water flowing into the unit from what appeared to be a vent.Lack of transparency in resolving these issues despite repeated requests.I request that Waterton Residential address these concerns promptly and improve their billing practices and tenant communication.Sincerely,**** ******

  Business Response

  Date: 12/17/2024

  ****,
  

  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our utility vendor, Conservice, as well as the city of ******, we can confirm that the higher billing was due to higher use and no discrepancies were found. We do recognize this bill was notably higher than previous months so our office has issued a $15 credit to one-bedroom homes and a $30 credit to two-bedroom homes, as was mentioned in communication to residents.
  
  Please let us know if you have any questions regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22662623
  
  I am rejecting this response because:

  While I appreciate Watertons acknowledgment of my concerns and the $15 credit issued as a goodwill gesture, their response does not address the core issues I raised:
  Lack of Transparency: The explanation provided states the higher bill was due to increased usage, but there has been no documentation or detailed breakdown to support this claim. Additionally, no explanation has been provided regarding the possibility that property vacancies or unresolved plumbing issues may have contributed to the higher charges.
  Mismanagement of Payments: When I deducted $35 from my payment due to the disputed water charges, management misallocated this amount to other fees (e.g., trash and pest control) that I had already paid. This action created further confusion and undermined my trust in their billing practices.
  Failure to Investigate Fairly: I request that Waterton provide a more thorough explanation of how utility charges are calculated, including any allocation formulas or practices (e.g., Ratio Utility Billing System) used at the property.
  I am seeking a resolution that includes clear documentation of water charges, confirmation that plumbing and billing practices comply with applicable regulations, and acknowledgment of the significant impact these issues have had on my experience as a tenant.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/20/2024

  Hi ****,
  
  We apologize for any inconvenience this is causing and appreciate your patience and inquiries. In an effort to address your questions and concerns we reviewed our records and can share that there is an addenda, which is a part of the lease contract, in which we explain how the water charges are calculated. We would also like to clarify that any of your payments are always applied to the oldest charges first, which is appropriate for the *** lease agreement that you signed.
  
  Please let us know if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22662623
  
  I am rejecting this response because:

  While Waterton has responded to my concerns, I remain dissatisfied for the following reasons:
  Lack of Transparency in Utility Charges:
  Waterton referenced the utility billing addendum but has not provided a detailed breakdown of how my water charges were calculated for the 10/210/26 billing cycle. Without this documentation, I cannot verify the accuracy of their claims.
  The sharp increase in my water bill from $14 to $67 remains unexplained, and Waterton has not clarified whether factors such as property vacancies, allocation formulas, or unresolved plumbing issues contributed to this significant rise.
  Misallocation of Payment:
  When I deducted $35 in good faith while disputing the water charges, this amount was reallocated to other fees (e.g., trash and pest control) that I had already paid. While Waterton claims that payments are applied to the oldest charges first, this mismanagement created unnecessary confusion and eroded trust in their billing practices.
  Lease Overlap - Additional Issues of Non-Transparency:
  During my relocation to the new unit, my previous lease ended on 9/18/24, but my new lease began on 9/11/24, resulting in a seven-day overlap. While Texas law does not require proration unless specified in the lease, the lack of a clear explanation or detailed breakdown of the charges for this period reflects a broader pattern of non-transparency in Watertons practices.
  Requested Resolution
  I request that Waterton:
  Provide a detailed breakdown of water charges for the disputed billing cycle, including any allocation formulas or factors used.
  Address the misallocation of my $35 deduction and outline steps to prevent similar incidents.
  Review the handling of my lease overlap charges and provide a detailed explanation of how these charges were calculated.
  These issues reflect a repeated lack of clarity and consistency in their billing practices, which have caused financial losses and frustration. I request that Waterton take meaningful steps to improve transparency and accountability.
  Thank you for your continued attention to this matter
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally paid waterton properties 1100 dollars thinking it was my apartment complex. This incident happened on 10/03/24 . I have called them several times . They advise the property manager or anyone else is able to assist me . The *** asked me for my complete name & address with a good call back number . I thane been doing this for a month now and have gotten no response or a refund .

  Business Response

  Date: 11/15/2024

  ****,
  
  Thank you for taking the time to share your experience with us. Our records show the regional manager overseeing this property left you a voicemail on November 8th to discuss this matter. Please contact him at your earliest convenience and let us know if we can answer any questions for you.
  
  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:08/13/2024

  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.

  My husband and I were residents with this company for 3 years in total. We spent 2 years in one apartment and a third year in a different apartment. When transferring apartments, there were some issues by the company but since we were remaining as a resident, we didn't want to cause a problem, however, during our recent move-out, there have been similar, larger issues which are unacceptable.This company believes themselves not to be bound by the signed lease between themselves and their residents. They claim a need to replace carpets (which they say were brand new when we moved in a year ago) without any proof. They have no evidence of excessive pet hair and there is no urine damage to the carpet from our dog. We paid a pet fee and pet rent and so the pet was not unexpected in any way. The pet addendum of the lease clearly states that the carpet will be shampooed etc before any replacement. The property management team have confirmed they did not attempt to shampoo the carpet or clean it in any way. This leads me to another issue.Management believes that they were allowed end the lease early and deny us access to pay our balance, as well as cancel the cleaning service that we had requested in writing, without informing us in advance. It was pre-agreed that we would pay for the cleaning service with our last rent balance (which would be due on the 1st), however, the business removed our ability to see our balance before the 1st and sent the balance to a collections agency who have been calling me daily. They apparently did this because we surrendered our keys early but to be clear, the terms of the lease CLEARLY state the terms of surrender and this is not a valid action if a rent balance is owed. This is written in the lease that we signed and as such, I expected to be allowed to pay my balance and have the cleaning service as agreed.I should NOT have to pay $1500+ for carpet replacement under these circumstances in which the lease contract was breached.

  Business Response

  Date: 08/14/2024

  Hello, 
  Thank you for taking the time to share your experience with us. We would like to look into this matter -- to do so, can you please share what property you were living at? 
  
  Thank you. 
  
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22137681
  
  I am rejecting this response because: I am providing additional information as requested by the business.

  The property was The Residences at ******************* in ***********, **. I am attaching the signed lease and, if required, can share images of the emails between myself and the management team in which they claim that they are allowed not to follow the terms of the lease and that they have no proof of any pet odor other than the opinion of the maintenance supervisor, as well as issues in which the agreed cleaning service (which included carpet shampoo) was not completed before that assessment and that the parts of the lease that say carpets will be cleaned upon move-out regardless can be ignored and I can be charged for a replacement regardless with no proof of any issue.

  This is also the latest of a long line of issues with this company, of which I have records of complaining, such as rat infestations on the property, pet faeces not being picked up by residents, and smoking by residents... none of these things were ever dealt with, leading to our choice to move out because of the terrible living environment caused by such issues so to be told the apartment had a pet odor (which it did not) is absolutely ridiculous, especially without any proof. This is just a way to try and keep our security deposit and is totally unacceptable.

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

  Business Response

  Date: 08/20/2024

  *****,
  
  Thank you for taking the time to share your experience with us. We would like to apologize for any miscommunication or inconvenience that has occurred. We reviewed our records and can share the following:
  
  We can confirm that surrendering your keys on 7/23, with a lease-end date of 8/17 is considered surrendering possession of the unit. When a unit is surrendered, the tenant is moved out of the system which would have prevented you from making any additional payments via the portal. Following that, the security deposit is applied as needed, and any balance that is due including final rent and utilities,is transferred over to the 3rd party agency, *****************************. They are a pre-collections agency that gives the previous resident the ability to pay online or by mailing a check and do not report balances to credit bureaus until 90 days after.
  
  In regards to the carpet charge, the reason the carpet was not shampooed prior to replacement was because our maintenance supervisor determined it would not be helpful in removing the smell, based on past experience. While the lease does mention that the tenants will be responsible for costs of all the efforts to repair the carpets, such as shampooing, there is no requirement to exhaust all options prior to replacing the carpets. We also do have proof of your units carpet being newly installed.
  
  We do see that you requested the express cleaning service, includes shampooing, and that the charge was added to your account prior to surrendering possession of the unit. However, because the charge was not paid prior to surrendering possession of the unit, service was not arranged and the charge was removed from the account.  
  
  Again, we are so sorry for any miscommunication on our end and are happy to answer any additional questions.  
  
  Sincerely,
  Your Waterton ************* Team
  

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22137681
  
  I am rejecting this response because:

  This answer is unacceptable.

  I am attaching a full analysis of the lease conditions that were ignored as discussed with me by my legal advice, which was also sent to your management team at the property. The lease I signed is very clearly written regarding the surrender of the apartment. These conditions were not fulfilled. As such, either your company ended the lease early and should not be charging us for the period from 7/23/24 to 8/17/24 (meaning no rent was owed and you may consider the apartment surrendered), or you wrongfully stopped me from paying my balance before the terms of surrender as provided in the lease were met. This would constitute a refund of $1,461 (the prorated rent for August) as well as $687.74 for the period already paid from 7/23 to 7/31. 

  Additionally, the act of sending a balance to a collections agency a) before it was due, b) before I have even been provided the balance and the ability to pay and c) upon wrongful ending of a lease, is a terrible business practice that I note has been a complaint against your business previously, so it is clearly an issue that is not communicated to residents prior to the act, as was the case here when I was misled by a member of your team prior to move out. Your management team have lied and misled us before and I do not accept their claim that this did not happen. Even in resident town halls, the property manager, *******************, has stated things that she said could not be 'put in writing', such as the fact that she cannot deal with the rat infestation and that she cannot enforce residents picking up their dog's faeces. This shows a pattern of your management team deliberately saying things in person that they cannot be held accountable for. I will not be caused undue stress and pressure by your incorrect reporting of a debt to an external agency, whether it is deemed pre-collections or not.

  In addition, regardless of carpet cleaning, I am not going to be held responsible for a smell that I do not believe existed and, for which, there is no support. If this were legal, your maintenance supervisor could say it to any pet owner and have them charged for replacement. This is simply not acceptable. My pet never had any 'accidents' in the apartment, neither urination nor defecation. In the absence of some kind of proof supporting an odor, such as urine stains or excessive pet hair, how do you support your claim of a pet odor in court? This proof cannot be provided because there is none, and there is none because there is no odor. As such, you cannot charge me for carpet replacement of $1,516.19 from my security deposit.

  This results in a total of $3,664.93 that should be refunded to me immediately. While I understand that this is not your personal fault and do not wish to seem rude to you... If these charges cannot be negotiated based on this explanation, I will have no choice but to pursue legal action to recover the funds.

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

  Business Response

  Date: 08/27/2024

  Good morning,
  Thank you for taking the time to share your thoughts on this matter.
  
  First, we want to assure you that the requirements were met for surrendering your unit.
  
  We understand that learning about a final balance after moving out can be unsettling, and were grateful for your feedback.
  
  We want to clarify that your account is currently in a Pre-Collection status, not Collections. This means that if the balance is settled within 30 days of receiving the notice, it will not be reported to the credit bureau(s) and, as such, will not adversely affect your credit.
  
  We recognize that our move-out collection process may not meet your expectations, and we apologize for any frustration this has caused. Please be assured that the methods we use as a business regarding our collection practices, and the charges applied to your account, have been reviewed by our attorney to ensure that they are legally valid.
  
  Thank you again for your insights and for giving us the opportunity to address your concerns.
  
  Sincerely, 
  Your Waterton ************* Team
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22137681
  
  I am rejecting this response because: it is unsatisfactory
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A new manager who started at the property was advised that the rent cafe portal needed to be manually adjusted to reflect the 9 days of proration..which ends the lease term. She failed to update the portal and accepted the check for the final payment. She failed to enter that check and decided to enter the account in bad standing. This is unacceptable and if not fixed will result in legal action. She lied and sent the account over to a collections agency which in turn puts the rental history in bad standing with credit bureaus. Waterton will need to remedy this slander. All rents were paid and if she could not enter the check manually, all she had to do is ask for a money order instead or reach out to ******, the original property manager to ask for help to complete the manual entry.

  Business Response

  Date: 07/31/2024

  Hello, 
  Thank you for taking the time to share your experience with us. As we are looking into this situation, can you provide any information regarding the check (check number, date, amount, type of check) etc.? 
  
  Thank you!
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22037018
  
  I am rejecting this response because: they already have the attachment with the proof of the check given to *******. Check number 200. It also shows the attachment with her email showing she could not adjust the rent cafe portal to the proration amount, and then asking me to bring her the check(check number 200) for the prorated balance that was due. I went to her 15 days before June 1st, to get her to fix the rent cafe portal to show the prorated amount. This wasn't sprung on her last minute. She could have asked for help to get the correct amount in the rent cafe portal. The portal only showed the amount for an entire month. My Lease ended June 9th. ********* doesn't allow you to adjust the amount. I tried.  That's why I went to her directly to get her to fix the amount. I've now provided the same screen shots and photo if the check number 200 to both them via BBB and to their collection agency. Someone by the name of *****? Please find the check she took as the payment. And let me know if to contact my bank to put a stop payment on it and give you a money order instead. But I will not be paying any late fee for rent that was paid on time! And she did not release my deposit back to me as well. According to Florida law, that should be sent back within 30 days due to there was nothing being debited from it. I even sent her the final notification as to where to send my deposit. ***************************************************** 
  
  Sincerely,
  
  Andre & ***************************

  Business Response

  Date: 08/05/2024

  ***** &***************************, 
  
  Thank you for taking the time to provide those details. We were successfully able to locate the check and can share that the check was never cashed; it appears that the system would not accept the check because it read as a starter check due to the number being 200. So, the total amount owed in Resident Advocate is accurate. We are happy to shred or mail you the original check -- whichever you prefer so you can feel safe in not paying the amount twice. Please reach out directly to the team with your decision. 
  
  Sincerely, 
  Your Waterton ************* Team
  
  
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22037018
  
  I am rejecting this response because:

  The amount in Resident Advocate reflects a late charge. I will not be paying any late charge. I've never paid rent late!  When rent is late after 3 days, a note is placed on the door to cure the debt. I never received any phone call alleging the check could not be cashed. My Lease end date was June 9th. Your manager never sent any email to me or placed a note on the door to advise the check was an issue. Instead Resident Advocate was sent my account information to slander my good Resident standing.  And based on the Florida Statutes, also kept my security deposit. You can send my check back and I will give you a money order for the exact amount I owe(the 9 day prorated rent). I further want you to send me the final water bill charge so I may satisfy that amount. And then I want you to send my deposit back to me in it's entirety- no deductions and my rental account closed out in good standing.  Should you decide to continue to lie and falsely accuse me of paying rent late, I'll move forward with any legal action necessary to resolve this issue. Fix your ledger with Resident Advocate and remove my name from that collection agency. I sent my final letter to the property manager to forward my deposit to my new address at *******************************************************************************************************************. Thanks in advance.
  
  Sincerely,
  
  ***** & ***************************

  Business Response

  Date: 08/19/2024

  ***** & ***************************,
  
  We have a few updates for you:
  We will waive the $150.00 late fee which will bring your total balance due to $1077.01 (includes your last water bill). This due will need to be paid directly to Resident Advocate.
  
  We also wanted to share that Resident Advocate is a company we use to collect any and all post move out monies due. While they are a collection company, they are there to assist our former residents in paying their balance,and help ensure payment occurs before it would be reflecting on someone's credit report. 
  
  Regarding the deposit, our records and our lease indicate that no deposit is on file for this resident, meaning a deposit was not paid at the time of move in.  

  Sincerely, 
  Your Waterton ************* Team

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from Merasol a Waterton property in May 2023. This is because Im a 100% disabled Veteran and needed to be closer to my treatment facility on the other side of town because I do not drive. Even after giving notice and the Fair housing act and State protected reason behind the move Im still being harassed and my credit effected by an attempt to collect more than 4K worth of fees and bogus damage charges. I have provided two different collection agencies with the paperwork and proof Im disabled and Im told Waterton doesnt care and will continue collection efforts. I am at the last point before I take legal action in small claims court for this because its discrimination against a disabled person and a violation of federal law because disabled people can terminate a lease without penalty if its due to medical reasons.These are the state (**) protection of this and NRS code: Under NRS 118A. 340, If you are 60 years or older, or you have a physical or mental disability, you may break your lease if you require relocation to receive treatment, such as moving to a group home. You should provide a written notice to your landlord, reference NRS 118A. (I am 100% VA disabled for PTSD and have MULTIPLE physical disabilities as well) And federal protection is given under the fair housing act which gives federal protection to those with physical and mental disabilities.

  Business Response

  Date: 01/10/2024

  *****, 
  Thank you again for taking the time to share your experience with us. One of our team members should have been in contact with you already to share the news, but we have waved the balance. If you have any questions, please do not hesitate to reach out to *********** team at **********************************! 
  
  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/30/2023

  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.

  This management company failed to give me my security deposit and an itemized receipt within the legally allotted 21 days. Despite breaking the law they have kept my security deposit and are trying to charge me.

  Business Response

  Date: 11/01/2023

  ******, 
  
  Thank you for taking the time to share your experience with us. Can you please provide the name of the community you lived at so we can look into the matter further? 
  
  Thank you! 

  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20801217
  
  Hello,

  I lived at ******************** in *********** **********. 

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

  Business Response

  Date: 11/07/2023

  ******,
  Thank you providing that additional information! We reviewed our records and they show the following:
  

  1. Documentation was initially sent via ***** however, there was no forwarding address provided, so it went to your old home
  2. On Sept. 7th we sent everything via email after you let us know you never received it
  

  If you have questions about the charges, we are more than happy to go through them and share the vendor invoices we received! Reach out to us at *************************************** at your convenience. 

  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20801217
  
  I am rejecting this response because I did leave a forwarding address to which your employee confirmed with me on the phone. I did not receive an itemized list until I requested it over a month later which is out of compliance with the legally allowed 21 days. Due to you failing to provide me this information within the legally allowed time all charges are void. You must give me back my security deposit per ********** law or I will file suit against you in small claims court.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/28/2023

  Alyssa, 

  Thank you for sharing more on your experience and we appreciate your patience over the holidays. We are continuing to explore and will get back to you as soon as possible. 
  
  Sincerely, 
  Your Waterton ************* Team

  Business Response

  Date: 12/04/2023

  ******,

  Thank you again for sharing your experience with us, and for your patience while we explored the issue. We will be issuing double your security deposit, totaling $1,000 to you. Our team has already reached out to you directly to arrange payment, but please let us know if there is any anything else you need.
  
  Sincerely,

  Your Waterton ************* Team         
  

• Initial Complaint

  Date:10/17/2023

  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 an estimated water bill in July of 2023 for **** gallons of water used for a single person in a one bedroom apt. and now I get monthly estimates for **** gallons of water. My meter has never functioned properly for a year. Since July 2023, I have continually reached out to ********************, Resident Manager; *************************, Regional Manager; and ******** Falln-****, Assistant Vice ********** *********** regarding the faulty water submeter which they admit is broken and not accurately reading but refuse to provide concessions or a repair tech to replace it. I have been consistently charged for water usage far beyond my actual use rate and, in point of fact, far beyond the use rate of any property I have ever resided within. A single tenant of a one-bedroom apartment cannot possibly use that much water unless the resident leaves the shower, the bathroom sink, and kitchen sink running all hours of the day. Despite this untenable situation, I have continued to pay my water bills in full and on time, while relying on assurances from Waterton that the matter would be resolved accordingly. That Waterton has not made it a priority to reach this resolution speaks volumes. Now, after having returned from a vacation during which time my water usage should have been at or near zero, I found that I was being charged for a continual use rate that could not have occurred. Watertowns efforts to assist have been cursory and never followed up on. For months, no repair technician has come to look at my meter despite the many assurances from Waterton its being scheduled Given the lack of urgency in finding a solution, and given the size of this particular property in the larger context of Watertons overall portfolio, one can only assume the delay in addressing the issue is intentional. This makes one consider whether the over-charging for water usage is part of a larger pattern or practice by Waterton. Waterton has now chosen to ignore my calls and emails.

  Business Response

  Date: 10/19/2023

  *******,
  Thank you for sharing your experience we are so sorry to hear the distress this has caused. Our residents matter greatly to us and we are so glad our regional management team was able to work out a solution with you. Please let us know if we can be of any further assistance! 

  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Allison 

  Customer Answer

  Date: 10/20/2023

  Hello,

  
  

  This case is not resolved. In fact, I was told that

  they were going to let me out of my lease upon signing

  an early termination release. 

  
  

  Im fine signing that agreement but there is a clause about utilities and payment in full. I asked if they would send

  me an accurate water reading especially if Im leaving in

  November 2023 and if my meter would be prepared

  by the end of October 2023.  Ive always paid the

  utilities even when they were grossly exaggerated

  estimates. However, I am not comfortable paying for a utility usage

  estimated rate anymore. Please help me. 

  
  

  Now Im not receiving any response and I feel like

  as soon as I responded back to you all that this

  Was resolved, Waterton felt they didnt have to work

  with me. I just want to be treated fairly and end this lease

  without excessive water bills. And I dont want to

  enter into another rental contract while Im still

  bound to this one. 

  
  

  
  

  Best, *******

  Business Response

  Date: 10/23/2023

  Hello *******,
  
  We are sorry to hear that you feel as though your experience has not mattered to **! In efforts to address the customer service concern this situation has brought, our records show we granted your request to move out and your secondary request for additional flexibility surrounding your move out date.Our records also reflect that your email was replied to within a few hours of being received.
  
  Regarding your water bill, we understand that this is still a worry. As it stands currently, the bill for November would still sit within the legal allowance for water estimation, but we assure you that we are working diligently with our utility company to address your concerns and get that part replaced as soon as possible. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20742820
  
  I am rejecting this response because:  I am still waiting on a response from email sent to ************************* and ************************** regarding pro-rated rent amount for the month of November move out date. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/30/2023

  *******,
  Our records show that you are confirmed for your earlier November moveout date and that this information was shared with you on the 26th of October via email.
  
  Note that the **** can take up to 3 days to reflect in your account, and the ********************** manager is monitoring the update!  

  Sincerely, 
  Your Waterton ************* Team

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20742820
  
  I am rejecting this response because: Although I am being let out of my lease early, the water meter issue still has not been resolved; other than being told someone would come out by the end of October to look at it. I still am expected to pay excessively estimated water bills.  I was told the third party water ****** can not provide three estimates in a row, but no concessions made for actual usage that was supported by photos, including photos of the meter calculating usage of about 133 gallons of water use while I was not home for a week in September. One person can not use ****+ gallons of water a month, when the average water use per person is about 50 gallons a day. This is the issue at hand. That really needs to be resolved. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2023

  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 was originally living in unit *************************** . I have been a resident for almost 3 years . I have had a water leak in my ceiling in my living room for almost a year and a half . I reported it multiple times via email , resident portal , over the phone and in person . Even to city officials when they came to do the inspection last year it was noted on their notes as a leak . First attempt of repair they just painted over the stain , about three months later we had rain and it leaked again . I reported they came and ran a big dehumidifier in my living room for two weeks straight day and night . Never came back , never followed up with me never even came to pick up their equipment. Just recently with the storm it leaked again worse then ever . I reported it around 5 am , had to put puddle pads and pots and pans to collect the water . I was told they would be there at 7 am to help with the issue . They didnt show until around 11 am . I was told there was nothing they can do until after the rain. I arrived home around 5 after work , had to leave early because mentally I was stressed about my home and the leak , when I arrived the same pad and pots I placed out where untouched and overflowing in my living room on my carpet . They came , looked and literally did absolutely nothing , mind you the equipment from last time still was sitting out on my patio , so for over 6 months ! . I called them asking why they didnt at least put a larger bin to catch the water . A few hours later they arrive with a large trash can and place it there to catch the water . Also it took me having to call literally all day and contact their main office to be heard and have this issue finally addressed after multiple attempts. I couldnt bring my kids home for three nights due to the smell of mold . Also after the rain they came to inspect the damage and still left the trash can smack down in my living room . I was told by **** they would come clean up and remove it . The entire day I waited and no one showed . It took me calling the main office again multiple times for them to just come get the garbage can from my living room . They finally came and placed a blower under my carpet Because it was saturated and beginning to smell very bad . We had to deal with that noise and my carpet literally lifted up with the blower underneath it . The solution for them was to move me to another unit directly across from where I was , I moved into this unit Thursday , 4 days after my ceiling developed the hole from the leak . Today I wake up to my pantry and kitchen flooded also the outside exterior by my front door was leaking water as well . And tonight Im back with dealing with the giant blower in my kitchen 6 days into being in the new unit . My kids have asthma and my son has acute lung failure and this is continuously flaring up his breathing issues . I have not been provided with a safe and habitable place for my children or myself ! I requested a mold inspection and was denied . They have been aware of my kids health since first reporting the leak almost a year ago . But tonight I sit here knowing that the unit I share a wall with is flooded and completely saturated in water , with no fans drying it . Gnats all in my kitchen due to the moisture. My pantry in being dried and the exterior still stained of the water leak . I try to call **** from the main office and no answer . I have been taken off of work due to stress and anxiety. This is impacting me to the point where I dont know what to do anymore . So who ever is reading this pls point me in the right direction. My kids and I deserve to be treated correctly and receive the safe , none molded home that I thought I was paying for !

  Business Response

  Date: 09/05/2023

  *******, 
  Thank you for taking the time to share your experience at *************. We are so sorry to hear about your troubles. After conferring with our team, we can confirm that reparative actions are being taken and apologize for any inconvenience this causes you. It appears that the Regional Manager, ****, has been in contact with you, but if youd like to discuss these matters further please reach out to ***************************************. 

  Sincerely, 
  Your Waterton ************* Team 

  
  

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20546852
  
  I am rejecting this response because:
  Although I finally did reach out to **** due to the on-site management neglecting to deal with the ongoing issue , I still am dealing with water damage and improper repairs . None in which have been done in a timely manner and I had to purchase my own water reading equipment due to lack of honesty on the managements part . This has been causing health issues to my children and stress and anxiety for myself . What is going to be done to compensate me for this timely issue I have been dealing with daily . I have moved units , and it flooded in less than a week . My son hasnt been able to come home due to his doctors recommendation of keeping him away from this situation. 
  I am the one having to reach out and continue to follow up and press the issue of proper repair being completed . 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/12/2023

  *******,
  Thank you for providing further information. We checked back in with our team and confirmed that **** has offered compensation and created an action plan for you. If there is anything else you might need, please reach out! The comfort of our residents is a top priority at Waterton.  

  Sincerely, 
  Your Waterton ************* Team

  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20546852
  
  I am rejecting this response because:
  I feel as if I should be compensated for the stress/ anxiety and the simple fact that for days I had to keep my son from coming home due to him becoming sick . If I take this issue further it will cost the company much more . Nothing of what I have received in compensation was anything the company offered I had to keep following up and ask for compensation. Literally in tears speaking to them because this has mentally and emotionally been draining . To this day I have repairs I requested recently . Simple things and they still have not been taken care of . Moved me to another unit that wasnt even fully ready . Toilets seats not connected , mirrors damaged , cabinets have peeling on each one . I sent an email about these things , spoke over the phone to office management and the maintenance supervisor himself . 
  offer me something reasonable and do your job thats all I ask . 
  I work hard to provide for my kids and this has impacted my mood , my job and my overall health , my childrens health . 
  and I should have never had to take it this far for repairs to be completed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The is related to ****** Apartment Homes in ********* ******** ***** which is managed by your company.I received a notice for late rent tonight on my door on 7/7/23. My rent payment was submitted on 7/1/23 for an amount of $1639.26. I am finding out tonight that my tenant account is deactivated so I am not even able make a payment at all. And this notice was delivered on a Friday night to make matters worse. This is a misunderstanding that a leasing representative took advantage of. I was going on month to month from a lease ending. The amount in you rental system would of been pro rated. I want any rental history report and credit report to reflect the fact that my rental payment was in fact submitted on time.I want my tenant account reactivated and I want to know why it was deactivated. I want the late fee of $76.65 and any further late fees refunded to my tenant account. I want to know why you no longer provide email or text message notifications showing proof of payment. As long as the office accepts my payment tomorrow(7//7/23) I will submit it in person. If the office is closed or leasing agents are not in I will record proof of this and try again on Monday.*************************

  Business Response

  Date: 07/11/2023

   

  Hello,

  We would need to know the formal name of the community, address as well and the email or who it is he spoke with would also be helpful in order to try and gain resolve for their concerns.
  
  Thanks
  
  
  **********************
  *************************************************************************************

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20290533
  
  Hello, 

   

  The name of the community is ****** Apartment Homes

  The address of the community is *******************************************************************

  The website of community is ******************************************

  The person causing the problems is a lady named ************************************************

  The manager is *******.. *******************************************************

  I went and got a cashiers check for the amount right away and gave it to the worker there on Saturday who is ***********************. She was very kind and said she didn't have a receipt but wrote and signed the date of receipt. My payment isn't even reflecting the date I paid. ******** said no late fees were incurred. 

   

  I want my rental history to reflect that I paid on time. I also want my payment history to reflect the exact date the check was submitted rather then 7/11/23. I have not been late one single time in 7 years here and just because I didn't sign a lease I shouldn't be punished through dishonesty.  I would like verification of this resolution.

   

   

  Business Response

  Date: 07/31/2023

  The Regional Manager ************************************ has attempted to reach you by phone and email to discuss your concerns.  Please reach out to ***** directly at ************** or by email at ********************************************** We would be pleased to work with you and gain resolution to the issues.
   
   
  
  Customer Relations