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:01/09/2025

  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.

  Security was not refunded

  Business Response

  Date: 01/10/2025

  I have reviewed our database and I show 2 ***** ********.  The most recent person by this name vacated in 2023 and received a refund.  We are requesting the name of the apartment community and unit number that was vacated.  Thank you.  

  Business Response

  Date: 03/10/2025

  Hello.

  Ms. ******* vacated Apache Pines on 9/19/2023.

  She had a deposit of $545.  She had charges for cleaning and trash out totaling $135 and a rent payment of $55.80.This left her with a refund of  $354.20.

  We have attempted to refund to her 3 times.  Once on 9/27/23 (attached) once on 10/22/24 attached and again on 2/26/25 (attached).  it does appear the latest refund has been presented to the bank for payment.  

• Initial Complaint

  Date:10/21/2024

  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.

  My spouse and I deposited $250 with *****, one of the apartment managers at ***************************** in *********, **. This occurred around the 2nd of September 2024. We received a call from *****, stating we had been turned down for the apartment. We were never able to speak with ***** again. We were told our check would be returned after 30 days. By our date, we should have received our check by October 4th. Still to this date, no check.

  The previous info didn't include the date we left the deposit. And we have the ticket no. Sept ****** shows ***** accepted $250 for deposit on apt #2-215. Ticket no.1022433, at 11:02 a.m. I called one week after we were denied an appt. The 2nd ****** I spoke to said they have one month to return our money. We should have received our $250. By the 4th of October. Since we have yet to receive our money, I am providing all info to help speed this up.

  Business Response

  Date: 10/21/2024

  Mr. and **** ********* were canceled from the unit they rented due to be over on 9/19/24.  The check refunding their $250 was cut and mailed on 9/25/24. 

  Upon receipt of this complaint, we researched and ascertained that the check was not cashed and immediately stopped payment.  A new check has been cut and will be hand delivered to ********* ***** as requested by Mr. ********* on 10/21/24.  He will be able to pick up the check after noon on 10/22/24.  A voicemail was left for him at 2:20 pm on 10/21/24 relaying this information.
  

• Initial Complaint

  Date:10/07/2024

  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.

  We had a deposit of $899 upon our exit. I've contacted management numerous times, and I have email proof that they lied about certain issues. Out of everything they said they used our deposit for, we only received $89 back! They (******* Pines) said first that we didn't turn in the bedroom door keys, yet we never received those keys anyway. They acknowledged this as well. Then they said, we are being charged for the locks not working, in which they were in the exact same condition. Then they said "Oh I'm sorry for the mistake, we charged you for having to replace the handle". They gave 3 different lies to why we were charged that money. Management never contacted me back. They also said that we left 7 boxes of trash! We left only 2 as I'm disabled and couldn't carry them. Yes, after they continued to lie I lost my temper. ******** **** and ***** all know the situation as to why we were allowed to leave in the first place. They never even protected us after we were witnesses in court for them, and the neighbor put sugar in my wife's gas tank for retaliation! They promised they would immediately step in, and yet they turned a blind eye. That's why we were allowed to break our lease. I have that in writing as well. All I want is the fair share of my deposit back. The money for the bedroom "keys" and the money for 5 less boxes of trash.

  Business Response

  Date: 10/09/2024

  Thank you for the opportunity to respond to the concerns raised by *** and Mrs. ****** and ****** *** regarding their tenancy at ********************. We take all resident feedback seriously and strive to maintain a clear and fair resolution process for all parties.
  Facts:
  Move-Out Date and Lease Agreement:
  *** and Mrs. *** moved out of their apartment on August 31, 2024. Although their lease was scheduled to end on February 28, 2025, they were released early without any penalties, which we believe reflects our commitment to accommodating their needs.
  Condition of the Apartment Upon Move-Out:
  While *** *** left two bags of trash ready for disposal, our team discovered a considerable amount of additional items left behind in various parts of the apartment, including the refrigerator, closets, and bathrooms. This required the removal of five additional loads of trash. Attached are pictures of the unit upon vacating, showing the condition it was left in. In addition, there was significant carpet damage that *** and Mrs. *** were not charged for.
  Bedroom Door Lever Damage:
  We apologize for any confusion regarding the bedroom door lever replacement. Upon inspection, the door levers were found to be damaged. As indicated in the attached pictures, the damage appears to have resulted from multiple forced entries into the locked bedroom doors using a tool.
  Security Deposit Return:
  After completing the cleaning, minor repairs, and addressing the damages, $89 of the $899 security deposit was refunded to *** and Mrs. ***. The deductions from the deposit included the costs for extra cleaning, painting (ceiling), unreturned key fobs, and the use of Kilz for the cabinets.
  We hope this explanation clarifies any misunderstandings regarding the charges and deductions from the security deposit. Additionally, we have attached multiple documents supporting these statements. Please feel free to reach out if further details or documentation are required.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22388709
  
  I am rejecting this response because: after clicking on the message from BBB it doesn't show me the business response, only that my case was assigned. I still would like to be refunded my correct amount due because of the issues of 3 different stories I was provided as to why I was charged. We are not responsible for any bedroom keys (original response) or replacement of bedroom handles. They are replacing the handles because their were no initial keys when we moved in, and that is not our responsibility to do so. Also we did not leave 7 loads of trash 
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 10/24/2024

  Hello,

  We have previously attached pictures and documentation supporting the charges associated with this move out.  We have no change in our response.   Thank you.     

   

  Customer Answer

  Date: 10/24/2024

  Hello, the business is failing to mention that the only reason we left our lease is because they failed to protect us from retaliation after using us a a witness in court. They've continued to lie about the bedroom locks, in which they gave us 3 different explanations to why we were charged. I can find emails from each time. Any other time, breaking a lease would result in a penalty. They knew they got caught in a lie, so they continue to do this unfair charge! It's unacceptable 

• Initial Complaint

  Date:09/02/2024

  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.

  In June 2024, that 2nd week on a Monday the 10th I was informed that I had to do a recertification. I had been there going on 2 Years. The nature of my dispute is we never got around of doing the recertification, cause The schedule appointment I had was canceled because the Assistant Manager called out that day. When I told the Manager that I had an increase in benefits pay she said Well youre over the amount to stay in a One Bedroom, So I ask for a 2 bedroom and she said, well you are not qualified to stay at *************** anymore and you have to Move out. I was like well my lease expires in August cant I just wait until then to move out?And she said Ill have to see, ***** *********** was who I was talking to, So I guess who ever was in charge of the Decatur Commons branch office, I never saw or Talk to Her at all. It was like I was being forced out cause I was getting more benefits. They even Put a Notice on my door to vacate the premises. They kept insisting that I put in a Thirty Day notice! Which I finally did. H*** I didnt even have a place to stay yet and I never been late on my Rent since Ive been there. I dont see why I have to pay on my Remaining months of my lease, which was 2 Months left, when that would also give me time to look for a place. After ***** claim that I could stay for a while, but didnt give me the time I needed which was the end of my Lease anyway. And have the nerve to put one Of them Notice that a Sheriff will serve notice And they Lock Me Out! And Now asking for $1,467 or something like that. I didnt break My lease, I was ask to leave and put in a Thirty day Notice! I made sure everything was Out of that Apartment, They kept my Deposit, now asking for The 2 Months, Thats Not right. Just a Month before this happen, I Saw The lady Next Door to me she was a Nervous ****, saying she has to move cause She made too much, They bullied her, She Didnt know any better, but Im not going for This!

  Business Response

  Date: 09/13/2024

  Mr. ******** moved in 9/7/2022 into a one-bedroom apartment and renewed his lease from 10/1/2023 to 8/31/2024. He moved in as the sole member of the apartment. On 2/1/2023 he completed an additional member to the household request that was approved due to his reasonable accommodation request for this additional person.
  
  Mr. Tilghmans lease agreement states on page 6 Section 10. E Special Provisions: Affordable Housing Income Recertification Requirements and Non-Disclosure Procedures state that property is governed by affordable housing program rules that require you to recertify your household composition, income, and student status each year.  
  5/6/2024 -  Initial letter sent to Mr. ******** inviting to complete his recertification online via a resident portal with an invite to attend an appointment for 5/6/2024.
  5/20/2024- An appointment set for Mr. ******** to come to the office for any assistance in completing recertification. He did not show up.
  5/29/2024 90-day letter sent to Mr. ******** inviting him to complete his recertification online via the resident portal.
  7/5/2024 -  Mr. ******** gave his notice to vacate for 8/5/2024. He lease expires 8/31/2024. 
  The lease agreement states on page 6, Section 11 Early Move out: You are obligated to fulfill the entire term of this lease, as may be extended in writing. Youll be liable for us to a reletting charge of one months rent if you move out without paying rent in full for the entire lease term or renewal period.
  
  In response to his lease break fee and rent, Mr. ******** paid rent through 6/30/2024 (Ledger attached). Rent for July and ****** (prorated) rent were not paid.
  7/18/2024 30 Day Notice to Pay Rent or Quit was served (for July rent; notice attached).
  Therefore, his move-out statement mailed 8/9/2024 breakdown details the charges warranted by his lease agreement of:
  Vinyl cleaning pet damages $150
  Extra cleaning fee $135
  Touch-up paint (above normal wear and tear) $125
  Front door patch $45
  Lease break fee $805 (one month rent)
  July rent $805
  Legal fees for non-payment of rent $22.90
  Late fees $40.25
  ****** prorated rent through 8/3 $161 with a
  2-day credit of -$51.94 (he turned in keys on 7/29 not 8/3).
  Less his security deposit of -$767
  Equals $ ******** balance due
  
  In response to asking for a 2-bedroom apartment, he began to inquire in 3/2024 via email. Management advised him that he would need to re-qualify if he wanted to move to the larger unit and he needed to complete his current lease term or would be subject to the lease break fee of a months rent (see attached emails).
  3/14/2024- In his email communication he reported income that management was not currently aware of. This promoted more inquiry into his current income and move-in income.
  3/29/2024 Letter sent to Mr. ******** requesting documentation (financial) regarding his inquiry to transfer. He did not respond to appointments and only communicated via email.
  
  Management has communicated with Mr. ******** in writing, via email, and in person regarding his obligations per his lease agreement regarding his rent, his recertification process, his lease break fee, and his transfer to a larger unit process. All the move-out charges adhere to his lease agreement, the apartment move-out condition, and outstanding rent balances. Therefore, we do not agree with Mr.Tilghmans request for his lease break fee to be waived.

• Initial Complaint

  Date:01/12/2024

  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.

  We signed a lease 09/2023 my lease states that they will charge late fees after the 5th day of the month. On January 5th i went to pay the rent to the kiosk because they blocked my account from making online payments and they won't lift it. Wile I was filing the envelope a lady was telling me and other tenants that they sent a memo on 12/15/23 that they will charge late fees and legal fees if payments are received after the 3rd. Corporate never responds

  Business Response

  Date: 01/26/2024

  Hello, 
  

  Our records show the following:
  

  ****************** had an NSF payment in November on her 11/5th payment and this blocked her access to pay online.
  Ms. ************; got charged a late fee $58.85 and nsf fee $35 on 11/9.
  Ms. ************; paid them on 11/9th and on 11/15th via the kiosk.
  

  In December, a  late fee was incurred on 12/6 for $58.85.
  

  Ms. ************; was served a legal notice for non payment in Dec. and was charged the serving fee of $22.90.
  

  Ms. ************; paid the rent and late fee on 12/11 and owed ***** for the legal fee after a remaining $4.30 credit.
  

  Ms. ************;paid $20 on 12/28.
  
  Ms. ************; has paid rent on 1/5 and is current with a $-1.40 credit on her ledger. 

  All of the dates of these charges are within the dates of he allowed late fees.  

  A ledger has been attached.  

   

   

   

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21129937
  
  I am rejecting this response because:
  
  Sincerely,
   
  That response doesn't explain what I'm saying they are putting my rent history not explaining why they wanted to violate the lease agreement. And we're trying to charge late fees in January 2024 if rent was paid after the 3rd not the 5 th. And that was not just for me the office was telling everyone that enter the office on January 5,2024

  Business Response

  Date: 02/15/2024

   

  Good afternoon, 

  ****************** was charged late fees twice.  

  The first time was In November of 2023 for an NSF.  It was returned on 11/9 causing the late fee.  While she initially paid on time, the returned check resulted in a NSGF fee and late charge.  
  

  The 2nd time was in December. The late fee was charged on 12/6.  Rent was not paid until 12/11. 

  We have no record of earlier payment being made.  

  The ledger confirming all of these dates is attached to this file.  

   

   

   

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21129937
  
  I am rejecting this response because:
  
  I never paid my rent on the 11 the latest was the 6 you guys entered it in to your  system on the 11 to charge me legal fees. I have the receipt where on of the lady's sign it that she received it on the 6. And again read the complaint so you can understand it . It's not about me paying my rent late or getting charged late fees I understand that I was going to get charged late's fees because I paid on the 6. Is because you guys sent an email and told us in the office that if we didn't pay by the 3 you were going to charge us late fees . When in our contract it states we have till the 5 to pay without late fees take your time and read it carefully.

  Business Response

  Date: 02/23/2024

  Hello,

  If rent was paid on the 6th, a late fee would still have been due and payable.  If there is a signed receipt showing rent paid before this date, please provide that to us.  

  Thank you.  

   
  

• Initial Complaint

  Date:06/08/2023

  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.

  On or about 4/17/2023, I applied to the ************* Apartments along with two others. As head of household, I purchased money order for security deposit ****** and rental app *****. We were denied and told, Manager would call me once she received my refund. Never called me. When I finally reached her, she stated She was out sick. The refund check was made out to three of us rather than myself, who purchased and signed the money order. Was told unfortunately couldn't get it reissued. In order to deposit it, I had to write three lines on the back. I was then denied due to the third party check. I then, crossed out all the information on back, we all three went to the bank on the check, were denied due the crossed out information on back. Then tried two other places and were denied for the same reason. I have contacted the manager, cfo and president by email to no avail. I then tried erasing the information and messed it up even more! I respectfully requested to receive a reissued check as I am disabled and on a fixed income! My rent has increased so much I need to move as soon as possible and cannot afford to lose ******. Any assistance in the matter, would be greatly appreciated.Thank you ***********************

  Business Response

  Date: 06/08/2023

  We have re-issued a replacement refund check, and communicated that it will be available for pickup at the property next week. 

• Initial Complaint

  Date:10/26/2022

  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.

  For the last two months I have been trying to apply for the Decatur commons when I applied for the 2 bedroom 2 bathroom for ***** I wanted to see the apartment the management in the office told me I cannot see the apartment until I pay $250 deposit.On Sep 23th they emailed me and called me in the office I paid a $250 deposit in advance before seeing the apartment which is illegal in the state of Nevada for them to tell me I could not see the place without paying.On sep 27th I seen the apartment I was not satisfied and on the website it stated that utilities were included with the apartment for the 2bedroom 2bath ***** but the manager told me that gas and electric were separate when I found that out it wasnt a big difference than what I am paying now.Later in the day I went home I emailed the apartments to ask them what would be my total move in they told me $757 dollars they didnt include the extra ***** for the 2 bedroom apartment also the management told me I had to pay the ***** all together by oct 3rd which only gave me a few days I told them I could not afford it so I would like my $250 back they refused to give me my money back because they said something about a 3 day policy but I was never informed about the 3 day policy of the deposit the manager had me signing paperwork quick didnt give me time to look over what I was signing and said he would send over to cooperate and I was never informed that I had to pay ***** upfront and only had two 3 days to pay to move in and if they are closed on Sunday's I gave them my deposit of $250 on the 23rd of September and I didnt get to see the apartment until September 27th and they told me I cant have my refund of $250 back everything they did was illegal . I didnt hear back from them again until Sep 29th I am low income with a 1 year old child I told them I couldnt afford to move in by oct 3rd I will be making a police report as well I hope to get my $250 back thanks.

  Business Response

  Date: 11/29/2022

  ********************************* is processing a refund of the $250 holding fee to the complainant, ***************** 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18230111
  
  I am rejecting this response because:
  I need to know when this amount will be refunded with a date and what form? To my mail address? ******************************************************* apt #***?  And also my last name is ****** first name ****** just confirming
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2022

  Hello and thank you for providing this information. We understand that the information **************** is seeking was communicated to her via email on November 29, 2022. We apologize for the error with her name in our previous response. We tried to correct the error immediately after the response was submitted by contacting the BBB via email.

  We hope this closes this complaint. Please let us know if you require any further information. 

  Below is a copy of the email sent to ****************:  
  

  From: Yciar *********************** <**********************************************>
  Sent: Tuesday, November 29, 2022 6:21 PM
  To: *************************
  Subject: ***************
  
  Hi ******
  
  I wanted to let you know that I have been able to re-review your request for a refund of the holding deposit for ********************************* and I was able to get approval for your request.   I will be processing your refund, and expect a check of $250 should be mailed in the next ***** days.   
  
  Thank you for considering Nevada HAND and *************** as your home.