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:03/03/2025

  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.

  Moved in Dec. 18 and had to give them $274 and Liberty got $806. So my rent was prorated. They came to my apartment and said they needed the receipts. They said they lost the money order. I have contacted them about taking the money that I paid on them off my rent portal. I trying to assistance to pay my rent. So they need to take it off my portal so I can get assistance with my rent. I would like for them to remove this off my portal so that I can get assistance with my rent.

  Business Response

  Date: 03/03/2025

  Good afternoon ******

  I attempted to reach you regarding this issue as it is our goal to have your account reflect a $0. To our knowledge the payment instrument was deemed uncashed when you called them to check on the status and were instructed it could not be reissued before 60 days of initial issuance. This time has now passed and we need you to have this reissued to bring your balance to $0. Any fees billed to you by the money order issuing authority for reissuing will be credited to you. You may reach me at ************************ with any other questions.

• Initial Complaint

  Date:12/05/2024

  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 not liable for the debt with COURTYARDS AT CITYSIDE. I do not have a contract with this collection agency, and they did not provide me with the original contract as requested.

  Business Response

  Date: 12/13/2024

  Hello Ms. ************** you for reaching out to **. Our records indicate a move in date of 9/02/2020 supported by the attached executed lease. Please let us know if you have any questions.

  Business Response

  Date: 12/13/2024

  ****** lease attached.

• Initial Complaint

  Date:12/05/2024

  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.

  First they told me I was moving in an apartment with all the amenities I requested just a cheaper price. Which hasnt been taken care of . The property manager stated I would get a different stove and refrigerator the refrigerator had dead roaches inside.The apartment is infested with roaches and nets . It was not been deep clean the dust and dirt keeps me with a headache. My front door isnt secured, The tub in need cleaning its rust and mole around it. Apartment wasnt painted. The neighbors dog wakes me up .The gate to the entrance of the apartment isnt secured yet we pay a monthly fee.This apartment was never inspected before I moved in but I was charged a 100 dollars. Its so many issues with this apartment .Ive emailed and contacted corporate. Corporate never returned my calls, The property manager and maintenance manger both are aware and havent tried to fix none of the complaints.This apartment building isnt secured the front door look like someone tried to break in and the back entrance is rusted out. My anxiety is flaring up due to the apartment and this living ************ holiday was ruined.Contacted the property manager Tuesday she stated they dont have a key to my apartment to get in. No one has contacted or emailed me stating that.Ive been here a month and none of my issues have been resolved only excuses. Property manager lied told me an inspector was coming byand some one to spray for bugs. Never did , Maintenance Manger stated he would start fixing the issues . Its a new month and nothing was taken care of. I have videos and pictures. My daughter was my witness to both meetings with the property manger and the maintenance manger

  Business Response

  Date: 12/09/2024

  Hello Ms. ***************** you for your feedback. We have reviewed the issues mentioned in your complaint and hope to be able to provide a resolution consistent with our business mission. 

  I reviewed all calls to me at the corporate office and see none from you. According to our records, you selected the home in which you reside at the time of application. The amenities (flooring and appliance finish) you mentioned seeking are available in select homes but not at the rate you are currently renting. We are happy to review availability and rental rates with you if you would like to meet with us in the office. As you were made aware, our rates change daily and vary depending on the size and finishes of the home.

  The photos you shared do not indicate a pest issue or forced entry into the doors. Please enter a service request if you are experiencing these issues and we will have pest control out immediately. I did note paint missing on the base of the exterior door. This is normal as it is a high traffic area exposed to weather and the salt from snow prep may have contributed to that. 

  Finally, your home was inspected by the City of ************** and a certificate of inspection was issued on November 21, 2024 numbered COI-*****-24. Please let us know if you would like a copy of this to verify. 

  As always, you may reach out to the management office for any help.

  Customer Answer

  Date: 12/12/2024

  Complaint: 22643296
  
  I have reviewed the business' response and am rejecting it because: I did not choose the home I reside in, this was chosen by ****** which is no longer employed by the company. There are roaches in the residence yet I pay a monthly fee for pest control. The tub is rusted, I was told it was going to be glazed by maintenance and nothing has happened. I asked for the appliances to be removed as well as they are not acceptable. The apartment was not deep cleaned before I moved in. This apartment should never have been rented out. 
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/13/2024

  Hello Ms. ************** you for your feedback.
  As previously stated, we need you to enter a service request to have the pest control vendor service your home. Additionally, it has been noted by management that a key to your home was requested several times to verify these issues and no action has been taken on your part. Please provide access so we can address the issues mentioned.
  Also previously cited, the home you signed a lease for was for the rental rate advertised. We are happy to discuss transferring to alternate available homes with you though the rental rates will differ as our rates change daily and vary depending on the size and finishes of the home.
  We will await your providing the key to our office for next steps. 

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  City Side placed an eviction on me when I informed them the the apartment was in some horrible condition. I spent two weeks without air during the hot summer months and it took them at least a month to repair the unit. I also aked for the bathroom tub need to be replaced or refurbished as the peeling of the tub was less than desirable. When trying to contact property management about what amount of my deposit was credited to the bill after my eviction she was very rude and refused to answer my questions that I neede answers for period.

  Business Response

  Date: 10/19/2022

  In response to this resident’s complaint, we apologize that the request for documentation of the eviction charges and unpaid rents were not provided to the resident when requested.  This is something the property does provide if the request is made.  We have attached to this response the requested documentation for the resident’s review which details the assessed damages, backup for these damages and summary of the months of unpaid rents.  Additionally, we have highlighted where her security deposit was credited against the charges to show it was applied.    
  
  With respect to the comments of this resident regarding the condition of her apartment, we show that in the 3+ years she has resided here she has made work order requests and we show these work orders as having been completed.  The last work order request we show was placed on 7/7/21 for an AC leaking water.  On 7/9/21 the work order was closed with the condensate line being cleaned and the filter replaced.  If this resident feels there were issues that were not corrected by the property, we do not show them being brought to the property’s attention and we were not given the opportunity to correct them.
  
  The resident requested an explanation of charges, a refund and billing adjustment.  As the charges are detailed and supported, there is no substantiation for a refund or billing adjustment..

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartments have terminated my lease and is now seeking to put an Eviction on my name.

  Business Response

  Date: 08/18/2022

  Due to the recent flash flooding that occurred in July across the *** ***** area, our apartment community has sustained damage.  As a result of the remediation efforts and insurance claim, units that need additional damage repairs that cannot be accommodated while the unit is occupied, are being required to vacate.
  
  The attached letter was provided to explain the situation for those resident’s impacted by this unfortunate situation. Resident’s displaced due to the flood damage repair requirements are asked to contact the leasing office to see if alternative units are available for relocation.   Residents in this situation have been provided promotional codes to waive administrative and application fees for any  relocation to another ***** *********.   If no other unit is available, the resident will be required to find alternate accommodations and will not be charged lease termination fees.  Additionally, the resident will receive a prorated credit for August once the unit is vacated.  All charges outstanding in excess of any prorated credit are still required to be paid by the resident to avoid collection efforts.
  
  Links to community assistance resources have been provided to the impacted residents. We also encourage residents to reach out to their renter’s insurance agent to discuss coverage options that may be covered under their policy.
  
  We understand the resident’s frustration at this situation, as these floods have had a significant impact on the *** ***** area, but our responsibility is to make sure the units are properly repaired.    

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** *****, and me move in Augs 3, 2021, in **** *. That was suppose to be an updated apartment. Before we moved in a lady gave us a sheet for if anything wrong with the apartment. We fill out the sheet and gave it to her and nothing was done at all. There was a bullet hole in the door, dishes left in the dishwasher, and wall and ceiling was very dirty with big yellow stains and crayon markings. We had to clean the apartment ours selves. We put in so many reports in about the cabin being fix and they kept saying it was completed already when it wasn’t. We couldn’t cook because. the stove kept smoking because it was very dirty and we had to wait on them to replace the plates on the top. Some times in September the maintenance man knock on the door and I told him give me one sec while I’m putting on my shorts, he decides to open it With his key and come in. In January 2022 we paid our rent a little bit after the 3rd and some reason they sent it back and bill us for it being sent back. I had a talk with my bank and they told us it’s the property returning. And we went in huge debt because of this. Since January,2022 I have been trying to call their corporate but the ladies in the office wouldn’t give us the number. Me and **** ***** did the ***** ***** ********** in February but didn’t receive the money until March because. The lady’s in the the leasing office kept send us the wrong information to fill it out and the longer We waited; they kept billing us. In July we was kind of behind on rent but we fully paid it off and again they have sent the money back again and telling us we owe 1600 after we took money out from the school to pay it. The people in the office doesn’t Do their jobs And constantly overtalk us and ignore phone calls and that's why they don't want us to get in contact with corporate, also this being an updated apartment the air shouldn't went out the house was 94 degrees

  Business Response

  Date: 08/16/2022

  This resident did apply online for an apartment that was no longer available.  She was offered a unit that was available at the time she wanted to move in, which she accepted.

  
  The unit she leased did have a full paint completed on 7/12/21, prior to her move in date of 8/3/21. A copy of that invoice is attached. The staff did look at the walls and did not see the issues to which she referred.

  
  Her move in report did indicate several items that needed attention.  Unfortunately, the shower head was overlooked upon her move in but was replaced on 8/11/21.  Maintenance records show new drip pans were installed due to the smoking issue, all electrical outlets were checked, the small hole in the bedroom was repaired, and because the attempts to fix the cabinet issue did not work, a new door was finally ordered and replaced on 11/15/12.  We were notified of the AC issued on 8/1/22 and a window unit was installed. The condensing unit was replaced with the repair being completed on 8/2/22.

  
  With respect to ***** ********** applications and the returned payments, the check in payment of the January rent was returned to us as *** from her bank.  At that time the resident refused to repay the returned funds indicating that we had chosen not to deposit her check.  The account was tagged for legal in early February do the refusal to make good on the *** check.  She was assessed the fees for the filing. The resident did apply for ***** ********** on February 4th, which was granted on March 21st, as the review of these applications takes time by the ******** ******* *********** **********. Rent does continue to be charged to the resident during this time along with any late fees that accumulate on past due balances until the account becomes current. The check for the ***** ******* ********** was received on March 28th paying all past due amounts and bringing the account current through the 6/1 rent posting.  At the end of July, a second check submitted by the resident was returned as ***.  As of this response, the *** has not been satisfied and the resident has again been returned to legal.
  
  We do apologize that this resident feels that the service she received was less than expected.  We responded timely when notified of the issues and did our best to make sure they were resolved. The office staff, if asked by a resident, will provide the number to the corporate offices.   The resident may contact the corporate offices at ************ if she wishes to speak to a member of the regional management team.