ComplaintsforCoastal Ridge Real Estate Partners, LLC

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *****************************, a collection agency, began calling/ emailing/mailing my parents and me to collect money for keys they said were not returned after the lease ended in August 2021. This amazes me because Terrace View was able to provide the collection agency with my moms and my contact information, but they never reached out to either of us say they had not received the keys. At the time my lease was coming to an end, ******* View sent an email stating if you had already vacated the unit and left the keys in the unit, you would then complete a ****** form included within the email. I left the keys (mine and my brothers as we each had a bedroom in the same apartment) on our corresponding bedroom desks. I did not file a complaint early on as I assumed this issue would be resolved through communication with ***************************** and Terrace View.I have explained all of this to multiple representatives with *****************************, but they seem determined to obtain money from me even though I did nothing wrong. They did reduce the amount of the debt, but I dont see why I should be forced to pay anything when I followed the directions allowed by Terrace View.I have called Terrace View several times to discuss this but have often left voicemails without a return call from anyone in their ********** management. When I actually was able to reach someone at ************, I was told that it is under new management and they arent able to do anything about it. ***************************** has stopped calling, but this debt up for collection is appearing on and affecting my credit report. The attached photo is of the email that was sent to the residents of Terrace View Apartments ********** in May 2021.

  

  Business response

  07/03/2024

  Hello, This is in regard to BBB Complaint #********

  Thank you for sending the details of your account. Upon review, your account from 2021 at ************ was closed by a previous management company.Unfortunately, we do not have access to the system used to generate the email you shared and are unable to verify the receipt or response to the message. It is not typical industry standard to instruct residents to leave their keys in the apartment as there is no way to verify they are there, are found and returned to the office. Key charges are charged once its confirmed the keys are not in hand and a replacement must be made. To reverse key charges, we require proof of return of keys. In this situation, with us not having access to the information from 2021, we approve ***************************** to reduce the balance due from $100.00 to $50.00 in such putting forth a good faith effort to meet in the middle. Upon an agreement with and payment to ***************************** within 30 days, the balance is settled before negatively impacting your credit standing.If, after 30 days, no response or payment has been made to *****************************, the claim will then be processed and will show up on your credit report. Additionally,  upon reviewing your account with *****************************, they have stored 8 letters sent from ***************************** to you in an attempt to settle the debt. To assist moving forward, we will alert ***************************** again approving and agreeing to the to the reduced balance of $50.00 to settle and close the account. 
  
  In regards, Coastal Ridge Management

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5/23/2024 Invoiced $225 FOR MOVE- OUT FEES after I withdrew application - no lease signed; never MOVED IN. Why are you charging me?- nothing finalized - no notifications of actual costs involved - no one answers phone calls - immediately received a COLLECTIONS notice the following day after cancellation - unacceptable - no one in your office answer phone calls nor knows how this invoice is to be paid - stop scamming college students REQUESTING THIS INVOICE TO BE CANCELLED.7.3 If you are applying for a lease, no guarantees are made to you that a unit or other property rental is or will be made available. You understand that you will acquire no rights in or to a property rental until you accept and sign a rental agreement and pay all applicable application fees and security deposits.

  

  Business response

  06/10/2024

  Thank you for reaching out regarding the invoiced move-out fees. We understand your concerns and appreciate the opportunity to clarify the situation.
  
  Upon reviewing your application and account history, we want to confirm that the fees in question were not move-out fees but for the application and administrative fees due on all account that apply at our community. It's important to note that these fees were not waived but rather deferred to move-in as a new lease special. Your decision to rent elsewhere did not absolve your responsibility to pay for these fees. Two emails were sent to you prior to your account being referred to a third-party collection agency, notifying you of the outstanding fees and encouraging payment or communication with our office.
  
  We kindly request that you render payment for the outstanding fees at your earliest convenience. If you have any further questions or require assistance, please don't hesitate to reach out to us directly.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied to a studio at the Overlook apartment based on the conditions that 1) ************** promised me specific unit and 2) its official website advertised a $500 gift card. However, the company breached the agreements that a) the room I pre-ordered had been assigned to another renter; b) they made a mistake when entering the number of the gift card on it's website, so the gift card should be $400. Because the Overlook couldn't fulfill it's promises to me and its false advertising of gift card, I decided no to sign the leasing contract with the company. However, they said they are still going to charge a $385 application fee from me. This is a unilateral imparity contract that make customers take all responsibilities while the leasing office takes no responsibility. If Overlook INTENTIONALLY CHEATS on customers, advertising an unusual discount and below average housing fees on its website, and customers just submit applications based on the advertisement, then the leasing office simply told them sorry that's not the real price, accept it or you're gonna pay application fees, isn't this a sure bet for a business? Isn't it purely fraud? I have all the emails between the Overlook representative and me to support my claim. These emails show that 1) they did promised me a 4th-floor unit but was unable to offer that later; 2) they admitted that the official website did once advertised a $500 gift card that's the mistake of the company. I demand a refund to my application fee and an official apology from the Overlook at ********** company.Thank you for your time and help!

  

  Business response

  06/20/2024

  Good afternoon, 

  Anran was never promised a unit as ***** never signed a lease with us. During the application process, ***** had to sign that they agreed to the application and admin cost before the application can be submitted.  Our property conducts specials, and we change them daily at any point to keep competitive within the market.  Any special that is advertised and given only happens once a lease is physically signed; with the signing of that lease a concession or gift card addendum is then sent for signature.  ***** never got to that point; therefore, no apartment was assigned nor was a special given.  At the end of this Anran was never charged the application and administrative fee.  If there is anything else, I need to provide I can. 

  

  Business response

  06/20/2024

  I am adding the final account statement sent to ***** on 06/17/2024.  I have also added a screen shot of the email from ***** stating they no longer wanted to reserve a room with us. 

  Good afternoon, 

  Anran was never promised a unit as ***** never signed a lease with us. During the application process, ***** had to sign that they agreed to the application and admin cost before the application can be submitted.  Our property conducts specials, and we change them daily at any point to keep competitive within the market.  Any special that is advertised and given only happens once a lease is physically signed; with the signing of that lease a concession or gift card addendum is then sent for signature.  ***** never got to that point; therefore, no apartment was assigned nor was a special given.  At the end of this Anran was never charged the application and administrative fee.  If there is anything else, I need to provide I can. 

   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5/29 residents at ***** ******* ******* ** *** ******* were assaulted by a boyfriend of a roommate who was sleeping over was intoxicated, high and verbally and physically aggressive was arrested. The other visitors were high, intoxicated and out of control, including the other sister and sister’s boyfriend. The police was called and charges were filed. ***** property manager was contacted and the cooperate office as well. The officer manager sent an email to the guarantor and the residents affected by the assault stating they were working diligently to file criminal trepass and lease violations. As a parent I asked about relocating the residents who were harmed so they would not have to remain in the same unit. Ms. ***** officer manger stated by phone the company would work with the residents. Ms ***** in the email stated they were going to send a list of vacancies by the 31, Friday. Since the first contact on the 29th there’s been no communication from the office or the cooperate company who was made aware of the concerns and still has not made efforts in making this a safe place to those involved. An email was sent requesting to be relocated and was met with “the manager is off today and she’ll deal with the concerns on Monday when back in the office.” It appears that ***** and management has not followed through. We contacted the office and cooperate and informed them that the other residents and the boyfriend had returned to the property.After residents are assaulted at a student housing, the manager and neither cooperate have taken a step any urgency in helping create a safe environment. The manager has not returned any calls and there’s no status up date. Management has not done anything.We have requested to move out of the complex for safety and until court proceedings begin.

  

  Business response

  06/05/2024

  Hello,

  This is in response to BBB complaint #********.

  Coastal Ridge dispositioned the property ***** Student Village in 2022. Please direct this to the new management company University Partners.

  In regards,

  Coastal Ridge Management

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ** ***

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My daughter rented an apartment at Coastal Village while attending Florida Gulf Coast University. The apartment had ongoing mold issues which was causing health problems for her and her roomates. Complaints to management had started in 2021, Coastal Village had done nothing more than spray some bleach. In February of 2024, the tenants had one final request to management in asking that something be done as mold was growing vigorously on walls, personal items etc. Coastal Village finally had a mold inspector come for an inspection in February, but still nothing was done until finally at the last part of April the mold had grown out of control and my daughter moved out. I paid for May's rent and it wasn't until all tenants moved out Coastal closed the apartment for an ozone cleaning, clearly admitting there was a problem with mold .I am asking for a refund of May's rent, dismissal of cleaning/damage fees and dismissal of the remainder of the lease which is two months rent. Coastal Village broke the lease by not providing a safe and clean environment. Had they done the ozone cleaning on the first request we would not have been required to move out. I should technically ask for a refund of rent going back to at least February of 2024 if not longer. In regards to damages and cleaning fees, the lease clearly states in the lease under section 18 18.2 the rules of hanging pictures and damage rules Under section 27 27.1 Cleaning. it states the apartment should be thoroughly cleaned before vacating. It was thoroughly cleaned. I also completely understand that living with some mold in Florida is perfectly normal, as you can see from the pictures this is not acceptable. The fact that I paid for May and was not allowed to enter the apartment for ozone cleaning is a breach of the lease.

  

  Business response

  06/10/2024

  Thank you for taking the time to bring your concerns to our attention and for your cooperation in working with our corporate and legal team to reach a resolution regarding the potential organic growth concerns voiced by your daughter and her roommates at Coastal Village Apartments.
  
  We understand the importance of addressing mold and mildew concerns promptly and take them very seriously. Our company adheres to industry best practices for mold identification and remediation, and we are committed to ensuring the health and well-being of all our tenants.
  
  While we regret any inconvenience caused, please understand that our actions were taken in accordance with our lease agreement and standard operating procedures. At this time, our records indicate this matter has been resolved internally and your account has been closed with a $0 balance.

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DO NOT rent from this company. They will charge you for items not in the lease and that are not your fault. They hire horrible landscapers then accuse you of ruining the yard when the company they hired mowed through wet grass and continued to make mud. It's also not in the lease for you to take care or pay for the yard damage but they require you to pay when you move out. They try to ignore my emails and calls so they can send the invoice to collections instead of resolving the issue. It's ridiculous they can charge you for whatever they want, then ignore you and just send you to collections and the only way to stop this is hiring a lawyer. Additionally, they entered my apartment without permission the very first day I was there and another time without any notice 'on accident'. They don't address any crime issues either.

  

  Business response

  05/31/2024

  Hello,

  This message is in regards to BBB complaint #********.

  Please specify the property you are referring to in this complaint to better serve you.

  In regards,

  Coastal Ridge Management

  Customer response

  06/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: it’s the ******** Apartments. 
  
  Regards,
  
  ****** ****

  

  Business response

  06/13/2024

  Good Morning, 

  I have connected with ****, our Property Manager, and there was pet related landscape damage to the apartment. Attached is a photo and a work order for the apartment.

  Thank you,

  Coastal Ridge Management

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  You blame the pets but your lawn Maintanence people don’t know how to appropriately see for lawns. You shouldn’t allow pets if you don’t know how to manage lawns that pets will be in. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was stolen 05/21/2024 due to a broken open gate at the apartment complex. Police Report filed. ****** from the apartment office hung up on me when I called to make them aware of what occurred. I would like some help on what happened. No one will return my calls, emails, and front door is locked when I try to enter.

  

  Business response

  05/29/2024

  Hello,

  This is in response to complaint #********.

  Please specify which Coastal Ridge property your complaint is regarding.

  In regards,

  Coastal Ridge Management

  Customer response

  06/06/2024

  The business property I’m referring to is Parks Edge Apartments at *** ****** ***** ****** ******* ** *****

  Customer response

  06/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: The business property I’m referring to is Parks Edge Apartments at *** ****** ***** ****** ******* ** *****
  
  Regards,
  
  ********* ******

  

  Business response

  06/10/2024

  Good Afternoon, 

  We apologize for the way the incident was handled and this was addressed with our onsite team. Both ****** and ******* have been in direct communication with ********* to handle her concerns. 

  Thank you,

  Coastal Ridge Management

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ********* ******

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of my apartment on April 10th 2024 of **** ********* **** *n my lease it states the apartments have no later than 30 days to have my refund back i never record my deposit with the 30 days I contacted the apartments who claimed a check was sent out and was never cashed or anything so they were going to void it and resend which i was told would take a few days to be sent I spoke with ***** run on the 13th of may I still have yet to receive my deposit after calling and calling and calling I have contacted corporate who still has yet to reach out and give me a call back or and update I spoke with ***** run as of today may 21st and was told I will now be waiting 2-3 weeks for a check to be sent this is absolutely insane I would like to get my refund and be done with this property all together I have had nothing but issues over and over with no answers to any of the issues

  

  Business response

  05/23/2024

  Good Morning, 

  ***** Run has issued a new check and it was sent on 5/15 to the below address. It can take 7-10 business days to arrive.

  ***** ********* 

  **** ******** ****

  C******** ** *****

  Thank you,

  Coastal Ridge Management 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At first it's all smoke and mirrors and the model looks great but things start to get bad once you sign a lease and move in. At over $1300 dollars per month for a two bedroom it's far beyond what these units are worth! Our biggest issue here is we have had for the first time in our lives, roaches on two occasions and they continue to come into our unit since there is no preventative maintenance done for pest control in or around the buildings. (Pictures attached). Our main bedroom has a shared wall with the units main bedroom next door and we can literally hear their entire conversation through the wall or even when they cough. (Zero privacy) Trash piles up every week at the dumpster causing a health hazard!

  

  Business response

  05/05/2024

  Hello,

  This is in response to BBB Complaint #********.

  Can you please specify the property name you're referring to?

  Kind regards,

  Coastal Ridge Management

  Customer response

  05/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  Costal Rudge would like to know what property in infested with roaches. That would be ******* ***** ** **** ***** ******
  
  Regards,
  ******* *******
  

  

  Business response

  05/15/2024

  Good Morning, 

  Our Regional Manager has reached out to the resident directly to address the issue. We actively treat all units on a quarterly basis and are actively treating the unit. On May 9th an additonal treatment was applied to the unit. 

  We are also working with our trash vendor to ensure build up does not take place.

  Thank you,

  Coastal Ridge Management

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed several work orders for my townhome since october for this issue. We are residing in a domicile in two female residents and for months our sliding glass back door has been unsecure in its closure and locking mechanism. *********** repeatedly marks requests as fixed and will not rebate both roommates for increased heating costs due to the leakage caused by the back door. This company is predatory and exploits college students who have little experience with requirements for housing standards. My roommate and I are now living in a home with an unlockable, unclosable backdoor with poses a huge safety risk and we do not even feel comfortable residing in this space. *********** exhibits a habitual failure on the part of its residents and patrons. Our heating bill is higher than other residents with broken HVAC units and they offer no explanation. The thermometer repeatedly misreads the temperature of the room, ESPECIALLY at night. Yet, we have been told repeatedly that it is a fault on our parts. Inexcusable behavior and complete disregard for tenant wellbeing. Upon attempting to access my previous cases for work orders, it appears the management has deleted them from the system, no doubt to cover up their negligence.

  

  Business response

  04/02/2024

  Hello,

  This is in response to BBB Complaint ********.

  
  Thank you for bringing these resident concerns to our attention and giving us the opportunity to address the situation. We would like to address each of these concerns individually to ensure clarity and resolution:

  Work Order History: We want to assure you that we have not deleted, nor does our system allow us to delete, any of the work orders that are placed . Our resident portal only displays the past 60 days of history, but we have records of all the resident’s work orders dating back to their initial move-in to the unit in August 2023.
  
  
  Patio Door Security: While we acknowledge that the sliding lock on your patio door was not repaired until 3/25/24, previous work orders marked as completed indicated that the door itself was functional and closed securely. This was not deemed a security issue as all our patio doors are also equipped with a "Jam Bar" that is an added security measure to prevent outside access.
  
  
  HVAC and Thermostat Concerns: Our records show that the last work order you placed regarding the HVAC was on 2/25/24. At that time, we replaced the batteries and confirmed that the temperature in your apartment matched the thermostat reading. The temperature gauge the resident used unfortunately is not a piece of equipment that is able to provide accurate room temperature readings, but when we used equipment designed for this purpose, our readings matched the thermostat.  Please see those photo’s attached.
  Utility Bill Adjustment: When the HVAC work order was placed in February, our office worked with the utility billing company at that time to reduce the resident bill to the floorplan average. We absorbed the cost difference at that time. 
  
  We want to assure you that we take the safety and comfort of our residents seriously and have addressed the resident’s door lock issue and HVAC concerns. As always, if the resident has additional concerns, our maintenance team is available to address any ongoing concerns promptly.
  Thank you for allowing us the opportunity to clarify these matters. We value our residents and aim to provide a comfortable living environment for all our residents.

  
  In regards,

  Coastal Ridge Management

  
  

*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. ↩