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:08/22/2024

  Type:Order 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 paid a security deposit of $150.00 to Riverset Apartments (Trilogy Property) on move-in. On move out, the front office hold part of my security deposit due to a "cleaning fee". There were no damages/impurities to the apartment when I moved out per front office. My lease agreement specifies the security deposit is refundable with no mention of a "cleaning fee." They explain this is a corporate policy and that I need to contact corporate. After multiple calls without answer, I am resorting to this formal complaint. This is a breach of the binding lease agreement and withholding of a deposit that is legally owed back to me. The check from corporate amounts to $105.35, I am seeking the remaining $44.65

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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 recently moved from their property and was charged an excessive fee. Without any notification they also referred the debt that they said I owe to a collection agency. Once notified I went to their office for detailed information. Upon the administrative personnel's request, I called the manager. Left a message, but have not received a response. I would like to challenge the charged fees, but they have failed to provide any opportunity to do so.

• Initial Complaint

  Date:04/08/2024

  Type:Product 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.

  On February 12th, I paid this company 400 dollars as an ******* money deposit, and I am entitled to this money back after they cancelled my application.How they can keep the money:Sign Lease Contract After Approval. Unless we authorize otherwise in writing, you and all co-applicants must sign the Lease Contract within 3 days after we give you our approval in person or by telephone or within 5 days after we mail you our approval. If you or any co-applicant fails to sign as required, we may keep the ******* money deposit as liquidated damages and terminate all further obligations under this Agreement.I was never approved therefore they cannot keep the money under this clause.5. If You Withdraw Before Approval. You and any co-applicant may not withdraw your application or the ******* money deposit. If you or any co-applicant withdraws an Application or notifies us that youve changed your mind about renting the dwelling unit, well be entitled to retain all ******* money deposits as liquidated damages, and the parties will then have no further obligation to each other.I never withdrew my application; therefore, they cannot keep the money under this clause.How you can get yours back 6. Approval/Non-Approval. We will notify you whether youve been approved within 10 days after the date we receive a completed Application. Your Application will be considered disapproved if we fail to notify you of your approval within 10 days after we have received a completed Application. Notification may be in person or by mail or telephone unless you have requested that notification be by mail. You must not assume approval until you receive actual notice of approval.The application was explicitly canceled by their company, so I believe that is a form of disapproving me; therefore, I am entitled to the money back.

• Initial Complaint

  Date:11/15/2023

  Type:Order 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.

  In Spring of 2023 Mangement at Volaris Apartments started asking about signing a new lease. They repeatedly sent emails and also contacted my daughter who also lives here. In July I was pressured into signing a lease. At that time my husband was in the *** and he died 3 days after. I went to management and told them that I would have to move because my income had drastically been reduced. They are requiring me to pay $3,866 to get out of my lease and any utilities owed. I was told I had to give them 3 months notice and continue to pay my rent. I have done so. I was not told when I signed the lease that I could have gone month to month and kept the same rent. Im 73 years old and have talked to them several times. I have not paid the $3,866 yet

• Initial Complaint

  Date:09/21/2023

  Type:Order 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.

  ****** ***** apartments have delayed on move in date 3 separate times. The first move in date was August 24th, the second move in date was October 1st, the new move in date is now November 1st. However, on their site the new move in date states November 14th. They mentioned a construction delay addendum that was not a valid contract as it did not have an electronic signature and date. They have told me that the city has delayed in permits and that it is a construction delay due to the city permits. I contacted the city and they listed all the approved permits for the property and stated that the permits needed for move in have already been approved. Thus, the delay is not a construction issue. I have detrimentally relied on this apartment being available and now have been told that November is the new move in date. There was also a special deed back in July, during the time that they were sending lease agreements to me. They have have not been truthful on the issue. I paid a total of $450 for holding and application fees. In addition to housing that was suppose to be credited to rent at move in for a total of $3,700.

• Initial Complaint

  Date:07/27/2023

  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.

  On 4/7/2023 I assumed a lease with Trilogy. On the date I was supposed to move in I was unable to as there was a strong odor of marijuana in the apartment and I'm allergic to smoke. Before move in I had phone calls with a leasing agent by the name of **** who said this was a no smoking community. I ended up staying with a friend for two nights in hopes that the smell would clear. On April 10th (my first night in the apartment) I was woken up around 2-3 am with extreme coughing which turned into bronchitis. I again made a report to the office and was told it would be taken care of. I followed up on my complaint on the 11th and scheduled an appointment with the property manager *****. ***** said she understood my issue and hated that I was dealing with this problem and would address the issue. She offered to move me to another unit but said I may have the same issue with smoke there. I had explained that I wanted out of the lease that I was now ill. She asked for more time to fix the issue. Around the 15th of April I started having a neighbor threaten to kill my 5 lb emotional support animal, I made reports to the office and it was not addressed. Around the 20th I met with ***** and told her the threats had to stop that I was in fear to go outside with my emotional support animals and that the smoke had gotten worse. I had someone stay with me and they have written a report about the strong marijuana smell. Around the end of April I told ************ could not take it anymore, I now had developed a severe infection and strep throat from the bronchitis, was nearly admitted to the *** My airway had closed, I could barely breathe from the smoke allergy. ***** said she would send a notice to vacate that my health was most important and would not charge a lease termination. I vacated May 31st. I received a bill for $5,239 on July 26th for $2210 for a lease termination fee and for rent in June, July and August 2023. I'm not responsible for any of these fees

• Initial Complaint

  Date:09/21/2022

  Type:Product 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.

  On August 25, 2022 I applied for ************************** in ******** because I was moving from ***** reflection **** charges $200 in ******* money that they guarantee is refundable whether you are approved or not because They had a hard time validating my new employer I asked them to withdraw my application around the 26th or 27 August 2022. The week of September 7 I was told I would have my refund check the following week I did not get the check they were telling me it was in the mail then it was well we have 30 days the long and short of it trilogy management sent me a check that I cannot cash neither of my financial institutions will recognize the check saying there is problems with the numbers on the bottom of the check I have never had problems with my mobile deposit trilogy management told me to drive to another part of ******** to cash the check because neither of my banks have physical locations here the option for mobile deposit was listed on the back of the check now they are refusing to refund my money I cannot cash the check I have talked to both of my banks navy federal credit union and also *********** both say there was something wrong with the numbers on the check I cannot go physically to either of these banks because they do not have locations here trilogy management wants me to drive to ******* ******** they need to come and pick me up or give me the gas money this transaction was made online and there was a problem with their check I have repeatedly told this company this

• Initial Complaint

  Date:07/20/2022

  Type:Order 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.

  Subject: Rent Overpayment Dear Sirs-BBB,Re: apt ****, **** Colllins road ******* Background: I am trying relentless to recoup an overpayment of rent Paid to Village Green ******* of *******, which is now being Managed by Voloris-Trilogy. I moved into ******* Sept 2020 and remained in this amazing community until April 2022. To be brief and concise, Trilogy took over managing the property between Jan /Feb 2022 it was during this handover I was advised that I had accrued late fees- which was odd to me. Hence why the portal keep indicating a different about than was on the lease I sign on April 5th indicating. I would pay ******* but I consistently ****- thinking I was paying extra. This was considered a two-month concession- to be exact the lease stated Rent $1,320.00 + Garage Rent $125.00 - Move-in Concession $220.00 = Total Rent $1,225.00 Since, my departure end of lease, I was informed that the lease was inaccurate by JW. Indicating that I should have been paying the market rate and any monies owed to me falls on the previous Management-Village Green. This is all a surprise because I was told that the inaccuracy would be review by cooperate-Trilogy and that I would receive the overpayment once I moved out.I have emailed mailed a recent / bank statement re; Viilage Green *** Payments ****** whereabouts I paid **** on 4/5/2021 that I was not reported on the ledger. As a mere tenant I cant attest as to where the money went I only know that I paid via the portal as usual and the money deducted from account. At this stage I would appreciate if my **** is returned to me- I paid my rent in good faith and shouldnt be held accountable. I have attempted to contact both, Village green and ****************** and no response has issued regarding refunding my money. I note this has been an ongoing conversation since 2/2022 Best