ComplaintsforCoastal Ridge Real Estate Partners, LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charged move out fees of $95 at ******** ***********. The complex ignored multiple emails and phone calls requesting someone to explain the fees. I was told I was charged for dust on my fan when I moved out 3 months ago, and $95 is an unreasonable cost. I was charged for other things and the apartment never explained what those charges were for. Additionally, it is completely unreasonable to charge for move out cleaning. I cleaned the apartment and told them when I moved out 3 months ago, so dust would obviously accumulate. I also paid $200 when I moved in for it to be cleaned, and it was dirty (cat hair on carpet and couch, cat food on floor, complained to office and they did nothing). So if they charge the next person to move in, that's $200 from them and $95 from me to clean the apartment. That is an astrinomical price.

  

  Business response

  09/06/2024

  Thank you for your message. We have carefully reviewed your dispute regarding the $95 move-out fee. Our review process confirmed that the charges were valid based on the condition of the apartment upon your departure. The issues noted included significant dust on the ceiling fan, dirty windowsills, and an uncleaned shower. These conditions required substantial cleaning, which, in our experience, necessitates a full cleaning service. This is why the fee was applied.
  
  We strive to maintain transparency in our billing process and ensure that our cleaning standards are consistently applied.
  
  If you have any further questions or need additional clarification, please feel free to reach out. We appreciate your feedback and are committed to fair resolution for all parties, whenever possible. 

  Customer response

  09/06/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Coastal Ridge should communicate with ******** *********** in the future to give detailed responses to questions about charges. I should not have to file a complaint after months of trying to contact the complex to get an explanation.

  
  Regards,
  
  ****** *******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter and I leased an apartment apartment from this company. They are not returning my calls or emails. She is being charged for damages that were present prior to her moving into the apartment a pre-inspection document was turned into the company and pictures have been provided showing that the damage was there, I believe this company is preying on young students and making a profit by not returning their deposits I suspect the charges we are being penalized for were also applied to the tenants who were in that apartment prior to my daughter moving in and the carpets were not changed. Four students are being charged $200 each for bogus fees. I can provide the other parents contact info if needed. The apartments address is:******************************************** I would appreciate any assistance. I have an email trail where I have attempted to contact the company for the last two weeks, thank you in advance for your time.

  

  Business response

  08/27/2024

  To Whom It May Concern:

  I am writing in response to the recent complaint #******** filed with the Better Business Bureau regarding *************************** charges.

  On Friday, August 16, 2024, at approximately 4:27 PM, we received four consecutive emails from *********************, *************************** guarantor, expressing a desire to dispute the charges and requesting a review of the condition report submitted by her daughter. ****** also mentioned that she would be out of the country until August 22, 2024.
  In response, on August 16, 2024, at 4:36 PM, we acknowledged receipt of her email and informed her that we would review the account, condition report, and related documents, and respond within 5-7 business days.

  ****** sent a follow-up email on Sunday, August 25, 2024, but our office was closed over the weekend. On August 26, 2024, our Assistant Property Manager was in the process of preparing a detailed response when we received the BBB complaint. Please note that ************************* was among the last individuals we needed to respond to, and we were still within the 5-7 business day window initially provided.

  For your reference, we have attached *************************** condition report, which does not indicate any issues with the living room carpet, which was newly installed in 2021. Additionally, please refer to the photos in ******'s initial complaint as they show the condition of the carpet at the time of their move-in (you will see the photo of the bleach stains in the hallway, which was noted in their condition report but was not part of our decision to replace the living room carpet), along with inspection photos taken by our team, which show more significant staining in the living room than is depicted in the move-in photo.

  Our office strives to be fair and transparent with charges to our former residents. We generally only charge a portion of the total costs billed by our vendors and consider depreciation and normal wear and tear.

  The total expense incurred for paint, carpet cleaning, cleaning, and carpet replacement for the unit after the residents moved out was $2,430.03. If these costs were equally divided among all residents, each would owe $609.00.However, ******** was only charged $200.26 from her $300 deposit, which covered the cost of living room carpet replacement (depreciated to account for the age/life expectancy of the carpet, and normal wear and tear), painting, bedroom carpet cleaning, and overall apartment cleaning.

  Please find our detailed response to ******** and ****** attached. We regret any inconvenience caused and hope this information clarifies the charges.

  Thank you for your attention to this matter.

  In Regards,

  Coastal Ridge Management

  Customer response

  09/01/2024

  [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 as I dont think this will go any where being that there wasnt anyone from the apartment complex management present to do a pre or move out inspection. Someone should look into their business practices.
  
  Regards,
  
  *********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into 600 Goodale on 8/14/24. This is after both parties signed a lease for one unit, which then became unavailable due to "unforeseen circumstances" and so I ended up signing another lease for a unit with a different floor plan as a compromise. I then get a call on 8/12/24 that an inspection found that the ** was not working and the HV** would need to be replaced with no timeframe for completion. I had no choice but to move in as scheduled as I already had a POD delivery and movers scheduled. This was the worst move-in I have ever experienced and temperatures approached 90 degrees with two fans (one purchased only because lack of **) and all windows and balcony door open. Then on 8/17/24, I woke up to a collapsed kitchen sink. This along with the lack of ** and the increasing temps made the apartmentunhabitable. Due to the unfit and unsafe conditions of the apartment, I could not stay and had to return with my mom back to ******** until these issues are addressed.Ohio State Law (OhioRevised Code Section ******* | Landlord obligations) states the following:(A) A landlord who is a party to a rental agreement shall do all of the following:(1) Comply with the requirements of all applicable building, housing, health, and safety codes that materially affect health and safety;(2) Make all repairs and do whatever is reasonably necessary to put and keep the premises in a fit and habitable condition;...(4) Maintain in good and safe working order and condition all electrical, plumbing, sanitary, heating, ventilating, and air conditioning fixtures and appliances, and elevators, supplied or required to be supplied by the landlord;Since I have not been offered a fan or portable ** unit (I asked and was told there were none), nor reimbursement for purchasing a fan in attempt to make the apartment somewhat habitable, I am making my request in writing for a reimbursement of rent for the time the apartment remains in an unfit and in an uninhabitable condition.

  Customer response

  08/19/2024

  Hello,
  As of this afternoon, the property notified me that the sink has been fixed and that a portable AC unit was installed in bedroom. AC should also be fixed this week if all goes well. If a unit was offered at any point prior to moving in, or after moving in (especially when I asked I about a fan or notified office how hot it was getting in the unit), then I may have been able to stay and not have to drive the fours back to ******** on limited sleep. This also caused issues with work since I had to shift my first class online (I work at **********) due to the living conditions. Since the apartment was not suitable to live in from 8/14/24 to 8/19/24, I still believe I am entitled to a refund of rent for those days. I would also ask you to consider reimbursing me for the fan and/or mileage for me to go to a safe living situation. Thank you

  

  Business response

  08/19/2024

  Good Afternoon,

  This is in response to complaint #********.
  
  As of this afternoon, the sink has been repaired and a portable AC unit has been placed inside the apartment.
  The AC will be fully repaired by 08/21/2024, unless extraordinary circumstances were to arise (i.e. Weather) that are out of our control.
  
  We have also communicated this updated timeline to ********.
  
  Regards,
  Coastal Ridge Management

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m attending University of ******* in *********** ******* and needed an apartment. The lease was invalid due to the company misleading me about the conditions of the property. I toured a new apartment and was told during the tour that I would be living with college students. I was told that I would be moving in with 3 other students on August 17. I contacted the lease company to ask them if I could do a walk through and tour the apartment prior to paying the lease and they ignored my emails. Then I asked them if I could get the information for the other students moving in with me to make plans and they ignored this email. Then I received a hastily call that I have to pay the fee ASAP or I would lose the apartment. Without ever getting to see the property. Upon arrival on August 17th, when entering the apartment there was garbage all over the place. There was mold and mildew in the common space and the room I was renting. There was drugs all over the living room, which we took pictures of with cigarettes burning in an ashtray. The property has a no smoking tobacco policy and even a drug addendum in the lease that states the lease can be terminated for drug use, drug para. There were cock roaches under the stove and a sign on the fridge stating there’s a thief among us. It was disgusting. When we tried to get the manager to help us they threatened to call the police on us and kicked us out of the establishment. They won’t reply to emails, text or phone calls. The email they provided has a “do not reply”. So u can’t email the manager. I called the police and they informed me this was the 3rd time they were called today for the same thing. This is a fraudulent business practice, preying on college students. They threatened to sue me with collections and then kicked me and my family out. By them removing me from the property Nullifies the lease. I have breathing issues and can not be around cig/pot smoke. They won’t respond or help.

  

  Business response

  08/19/2024

  This was addressed with person to person contact today. The customer stated that they did not intend to submit this level of complaint. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I moved into the apartment I was pregnant which was in February I gave birth in April and was told that my baby would be in the **** cause she was born with a birth defect called meconium aspiration syndrome basically meaning she swallowed her p*** when she was born. She also has a tiny PDA which is a hole a in heart and I have made the office fully aware of this matter and I have been trying to be patient and respectful due to the people to are moving and leaving but I have been leaving the office or getting off the phone with no news of an update to resolve this matter cause tomorrow there supposed to be cats moving in here which my daughter can not be around. I have been added in a group chat with the new roommates that they said they are bringing cats. I understand now this is a welcome pet community and ESS animal are welcome but on my preference list I wanted no smokers or pets due to past experience before my baby was born but now she is here can someone please reach out to me urgently cause I dont know where me and my baby would be living if there going to be pets her this is ALL IN REGARDS TO HER HEALTH

  

  Business response

  08/19/2024

  Thank you for reaching out and sharing your concerns. Im deeply sorry to hear about the health challenges your daughter is facing, and I understand the importance of ensuring her living environment is safe and suitable for her needs. I apologize for any lack of communication and the stress this situation has caused you. 
  
  Please reach out to us directly at **************************** to discuss reasonable accommodation options available to you. 
  
  Thank you for your patience, and I look forward to resolving this for you as quickly as possible.

  Customer response

  08/26/2024

  As of 8/26/24 I still havent heard anything from the apartment manager or the office 

  Customer response

  08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22154337
  
  I am rejecting this response because: 

  *******************************
  9:34?AM (3 hours ago)
  to me
  
  Hi ************** spoke with you yesterday about my complaint well I spoke with my attorney and he told me 
  You can send them an email at the 'info' email address and see what they say. Maybe reference your attorney has also sent two letters requesting the accommodation and opportunity to discuss solutions.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  REGARDING: 801 POLARIS APARTMENTS, ******************* BEGAN RENTING AN UPPER FLOOR APARTMENT 9/2023. SINCE MAY OF 2024 MY ENTIRE KITCHEN/LIVING AREA'S ONLY SOURCE OF AIR AND LIGHT (FROM A SLIDING GLASS DOOR) HAS BEEN BOARDED UP DUE TO REMODELING OF THE BUILDING'S EXTERIOR. MY BALCONY OUTSIDE HAS BEEN REMOVED AND THE WINDOW BOARDED UP LEAVING THE ENTIRE LIVING AREA IN THE DARK AND DEPRIVED OF AN OUTSIDE BALCONY. I HAVE COMPLAINED NUMEROUS TIMES TO THE OFFICE WITH NO RESULTS. THE CONSTRUCTION HAS BEEN ON AGAIN/ THEN OFF AGAIN FOR WEEKS AT A TIME. I WANT A REDUCED AMOUNT FOR EVERY MONTH I HAVE ENDURED THIS HELL!

  Customer response

  08/15/2024

  PHOTO OF BOARDED UP SLIDING GLASS DOOR FOR RESIDENCE OF:

  ***** / *********************************,  801 POLARIS,    APT. # ***.  ********, ***  

   

  

  Business response

  08/19/2024

  Good Morning,

  This is in repsonse to complaint #********.
  
  We apologize for the inconvenience the construction has caused and acknowledge the time to repair the exterior has taken longer than normal. To make things right, we have provided two $100 gift cards for the inconvenience; one at the beginning of July and the other at the beginning of August.
  
  Our construction team is working hard to complete this area as soon as possible, we expect the boards to be removed in the coming weeks.

  Regards,

  Coastal Ridge Management

  Customer response

  08/23/2024

  [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

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After having leased with them for about two years, I vacated an apartment complex owned by *********** on May 23rd, 2024. Three months later on August 25th, 2024, they sent me a bill for "damages" to the apartment totaling $72.50 for wall paint and carpet-cleaning. The lease terms state that the inspection must be carried out within 72-hours of the apartment being vacated. TerraceView incorrectly listed my "move-out" date as the end of the lease term on July 31st, 2024, but even this date is more than 72-hours after move-out. As such I do not believe that I am responsible for paying for these "damages". As far as I know, somebody else could have moved into the apartment already in the time since I have been fully moved out of the apartment. I tried to contact them several times over the course of the next two weeks and finally got a response telling me to file an FMO Dispute with the office, which I did. I never heard anything back from them. I've called and left messages and sent emails repeatedly over the past year trying to get in contact with them about this bill and eventually gave up because I couldn't get a response. Then a few weeks ago they sent me an automated email stating they were sending me to collections. I tried calling and emailing again and received no response. Their email even states that I now need to contact them directly to set up payment, which I can't do because I can't get in contact with anyone or get anyone to respond to my calls or emails. I've even tried calling the leasing office as if I were a prospective tenant, and I did speak to somewhere there who forwarded me to the tenant's office, where I was sent to voicemail again. Today I received an email stating that if I did not call by the end of the day, the bill would be officially sent to collections. It's a Saturday and the office is closed.

  

  Business response

  08/19/2024

  
  Hello, This is in regard to BBB Complaint #********
  
  Thank you for your email and the details included.
  
  At Terrace View, all leases are on one lease term with an end date of July 31st. Therefore all inspections are completed after the end of the lease term.
  
  In regard to a walk through, you were advised in your lease that you have a right to be at your inspection. However, as stated in your lease, and the ***************************** and Tenant Act (*****),you must request that in writing. The 72-hour rule applies to when we must schedule an inspection, if you requested one in writing. If you did not notify the staff that you would like to be present at your inspection, then the team that was in place would not have known to schedule a time to do that inspection.
  
  Looking through the inspection, The inspection was completed on 8/1, which is the day after your lease ended. When you chose to move out in May, that did not terminate your lease. You had an active lease that you were responsible for until 7/31. A move-out inspection is only required once the lease is completed, not when someone moves out early. An inspection would not be completed in May because legally you still had a right to come back and occupy the unit. Per the ****** possession is considered turned over on the date of termination. By law, that date is either the date keys are turned in or when the lease terminates, whatever date is last.Possession by you did not end until July 31 per the law.
  
  The approval date of 8/18 is when the financial move-out statement was finalized. In the state of ********, we have 45 days from the date that terminates the lease. For you, that is 45 days from July 31.This means that the statement would need to have been sent out by 9/14. I have attached your move out statement that shows it was created on 8/25. This means that Terrace View has followed the ***** and did everything they were supposed to when it came to finalizing your account.
  
  Looking over the inspection, you were only charged for touch up paint in your room and 1/3 of a stain treatment in the common area. Based on the inspection report, those are legitimate charges and the balance due is a true balance. I have attached your move out statement, the inspection report, and larger pictures of the areas you were charged from.When adding charges, we do take into consideration normal wear and tear and do not charge back the full invoiced amount when posting charges.
  
  We apologize you were not able to get these details previously. With one lease term for over ***** residents, we try our best to ensure everyone gets a call back. It is usually a bit easier to get a response via email as well. With our new system, once the balance is owed and in past resident status, the balance due notifications are automatically sent on a schedule.
  
  In regards,

  Coastal Ridge Management

  Customer response

  08/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22123750
  
  I am rejecting this response because: Normal wear and tear can not legally be charged for in the state of ********. See the links below. I also DID submit a request over email for the date of the inspection and was ignored.

  ******** analysis of "routine wear-and-tear": ***************************************

  Virginia state code of law indicating that charges and deductions from security deposits must exclude "reasonable wear and tear": *************************************************************************
  
  Regards,
  
  ***************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in over 7 months ago and have multiple issues with my apartment maintenance keeps making different excuses and nothing ever gets resolved recently the maintenance manager cursed me out and the office worker hung up on me and his manager doesn’t return calls All I’m asking for is for the repairs to be completed

  

  Business response

  08/16/2024

  Good Afternoon,

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

  Thank you for sharing this feedback with us. Anthony, we acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected emergencies can sometimes affect a scheduled service. It's important that our customers always know how much we value and appreciate them in every interaction. Please be assured we will review your experience internally to address the processes that caused these issues. We hope you will give us the opportunity to serve you better in the future, and we always welcome you to contact us should you want to discuss concerns further. 

  In regards, 

  Coastal Ridge Management

  

  Business response

  08/16/2024

  Good Afternoon,

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

  Thank you for sharing this feedback with us. Anthony, we acknowledge your concerns and appreciate you bringing this to our attention. Although unexpected emergencies can sometimes affect a scheduled service. It's important that our customers always know how much we value and appreciate them in every interaction. Please be assured we will review your experience internally to address the processes that caused these issues. We hope you will give us the opportunity to serve you better in the future, and we always welcome you to contact us should you want to discuss concerns further. 

  In regards, 

  Coastal Ridge Management

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Moved out as of July 12, 2024. I fixed/ filled all holes in walls - as I was told by the front office manager. I asked if I needed to paint the walls and they responded that I did not need to paint the walls - as they would be painting them after I moved anyways. So I insured all holes - existing ones from before I moved in - were filled. They are also trying to charge me for maintenance that I had a put a request in for. The oven - when I moved in was stained - and I submitted a request in their old portal (before they moved to the new portal) and they never came to fix it. I also submitted a request before moving (in the new resident portal) for them to fix the blinds in my unit. They cancelled all work orders before I moved and refused to fix things in my apartment. They are trying to charge me $320 and I would like them to remove these charges.

  

  Business response

  08/05/2024

  Please find my statement with proof of work orders submitted with photos of charges.  We did request that any dispute be completed in in writing, all accounts will be *********************** on hold until the dispute is resolved.  I have not gotten to ******* before he submitted this complaint. Looking at the photos that I have included in this response, all charges will remain on his account.  I have also included our move out instructions that was emailed to all residents moving out and a physical copy was left in the lobby of our office for residents to refer to. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a lease with coastal village in ***************. The website gave me 2 options to start the lease 8/13 or 8/17. I get the lease from them to sign and it also says the 17th. A few days go by and it states my rent and fees are due on 8/1. I called someone and they state that rent is due on 8/1 even though my lease states the 8/17 and they do not prorate rent. That makes no sense to me. If I cannot have access to the property until 8/17 why would I pay rent on 8/1 as my lease states that came from the website they set up. Ive called a couple times asking to speak to a manger and its either they are not there or they are in a meeting. I cannot pay rent on 8/1 because I have stuff to still figure out and 8/17 would work with my timeframe needed. Also that is what they had on the website so I cannot be held responsible by that because that is what I was going off of.

  

  Business response

  08/01/2024

  Hello,
  
  This is in regard to BBB Complaint # ********. Our company utilizes the *** approved Student Housing Lease contract for the state of *******. As indicated in section 4 of the lease agreement, payment terms are rendered in equal installments with the first installment due the first of the month in which this Lease begins. Late fees will not be imposed on incoming residents if the rent is not paid on the 1st of the month, however, occupancy cannot be granted until all rent and fees owed are paid. Our community does not prorate rent, so full August rent will be due at the time of move-in. Please dont hesitate to reach out to our onsite manager, ***************************, directly should you have additional questions or concerns. She can be reached at *********************************************
  
  In regards,
  
  Coastal Ridge Management"

  Customer response

  08/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22030378
  
  I am rejecting this response because: 
  
  Regards,
  
  ***********************************

  Customer response

  08/08/2024

  Hello I am rejecting this because this whole place is a big scam. On there website they put the move in date as the 17th of this month but you still have to pay rent in advanced and they do not prorate rent. On the email I received it says rent has to be paid in full in order to get keys which I did and I am told that I still cannot move in till the 17th which is the date they chose I did not choose that date. I was forced to leave my other place and currently about to be homeless because of this. Why do I pay for something if I cant use it. I need to move in now!!!

  

  Business response

  08/13/2024

  Hello, this is in regard to BBB Complaint # ********.
  
  As indicated in Section 4 of the lease agreement, rent is calculated for a term and split into equal installments with the first installment due on or before the 1st of the month in which the lease begins.  We process all move-ins and move-outs in bulk in the months of July and August. Due to the bulk nature of student housing, we are unable to offer advanced move-ins. Our lease term was clearly stated in Section 3 of the lease agreement which is located on the first page of the lease packet. We regret that we are unable to be more accommodating but look forward to welcoming you home on August 17th.
  
  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. ↩