Complaints

This profile includes complaints for Redwood Living, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Redwood Living, Inc.

  7007 E Pleasant Valley Rd Independence, OH 44131-5543

  
• 

  Redwood Management Co.

  780 Violet Ave Copley, OH 44321

• 

  Redwood Management Co.

  1254 Marks Rd Apt A Brunswick, OH 44212

• 

  Redwood Management Co.

  5777 Coneflower Dr Medina, OH 44256

• 

  Redwood Management Co.

  3574 Melrose Dr Wooster, OH 44691

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:03/30/2025

  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.

  I am writing to formally file a complaint against Redwood Living Inc. regarding unjustified charges for repairs after my tenancy ended. I have made an attempt to obtain proper documentation and justification for the charges, but the apartment complex has failed to provide the requested proof of work. Upon vacating the unit at **** ********** *** **** ** ******* ***** *****, I was presented with a bill for repairs, including, but not limited to, planking and drywall repairs. I promptly requested the following documentation to substantiate these charges: Proof of work completed, Itemized receipts for materials and labor, Breakdown of hours worked, Any photographic evidence of damage prior to repair, Despite my request, Redwood Living Inc. has not provided any of the requested documentation. This lack of transparency raises concerns about the legitimacy of the charges and whether the repairs were necessary or completed at all. I believe this practice is unfair and deceptive, and I am seeking the following resolution: 1. Full disclosure of all requested documentation related to the alleged repairs. 2. A fair review of the charges, including removal of any unsubstantiated costs. 3. An acknowledgment from Redwood Living Inc., regarding their failure to provide proper documentation. If a resolution is not reached, I am prepared to escalate this matter through legal channels and consumer protection agencies. I appreciate the BBB’s assistance in mediating this issue and ensuring that landlords uphold fair and transparent billing practices. Thank you for your time and consideration. I look forward to your response.

  

  Business Response

  Date: 04/04/2025

  Thank you for bringing your concerns to our attention. We understand the importance of transparency and accountability in billing practices, and we appreciate the opportunity to address your complaint.

  Upon vacating the unit at **** ********** *** **** ** ******* ***** ****** our team conducted a thorough inspection and identified several areas requiring repair, including planking and drywall. These repairs were necessary to restore the unit to its original condition and ensure it is ready for the next resident.
  
  The total cost of repairs was over $7,600, but we did not pass that full cost onto you. We have included all photographic evidence and documentation to support the validity of the charges. We believe these materials will provide clarity and demonstrate that the charges are justified.
  
  We apologize for any inconvenience caused by the delay in providing this information. Our goal is to ensure that all billing practices are fair and transparent. We are committed to resolving this matter amicably and appreciate your patience.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Subject: Continued Dispute – BBB Case Against Redwood Living

  
  

  Dear BBB Representative,

  
  

  Thank you for forwarding Redwood’s response. However, after reviewing the documentation provided, we have several unresolved concerns and wish to continue our dispute.

  
  

  ?

  
  

  1. Lack of Proof of Work Completion

  
  

  Redwood has not provided proof that any of the repairs or replacements were actually completed. There are no signed work orders, timestamps, or after-photos to verify the necessity or completion of the work. While invoices were submitted, they are not accompanied by documentation showing the work was performed and paid for.

  Ohio landlord-tenant law requires that tenants be charged only for completed, documented repairs; not estimates or unverifiable vendor submissions.

  
  

  ?

  
  

  2. $2,000+ “Plank Replacement” Still Not Justified

  
  

  The invoice for flooring and carpet repairs does not match the original move-out statement, and Redwood’s photos show only dust or surface wear; not damage warranting full plank replacement.

  Additionally, the National Design Mart invoice is dated March 31, 2025, which is over a month after our move-out on February 27, and after the original invoice was issued on March 11. This timing suggests the charge may have been added retroactively.

  Without evidence of significant damage, this would fall under normal wear and tear, which is not chargeable under Ohio law.

  This charge should be removed.

  
  

  ?

  
  

  3. Questionable Invoices and Missing Documentation

  -The $550 Asher Home Improvement invoice for cleaning “bird dander” lacks a PO number, a signature, or confirmation that the work was approved or completed.

  -No documentation has been provided for the $3,684 drywall repair originally listed. This omission raises further concerns about recordkeeping and transparency.

  Without any evidence to support this large charge, it must be considered invalid.

  We request this charge be removed as well.

  
  

  ?

  
  

  Requested Action

  
  

  We request that this case remain open until Redwood provides:

  -Proof that the listed work was completed, including receipts, after-photos, and dated, signed work orders, etc.

  -A corrected, transparent breakdown of all charges in compliance with Ohio landlord-tenant law.

  
  

  -An updated official move-out invoice that:

  • Removes the $3,684 drywall charge due to lack of documentation.

  • Removes the $2,007.12 plank replacement charge, which is unsupported by any proof of damage and contradicted by invoice timing.

  • Applies our $500 security deposit, which would eliminate any remaining balance.

  
  

  -Photographic evidence showing actual damage to support any claimed replacements or repairs, particularly for flooring and drywall.

  -Legitimate, itemized invoices for all charges, with proper formatting (including PO numbers, service descriptions, and relevant service dates that align with the move-out timeline)

  
  

  ?

  
  

  Until these actions are completed and the charges are corrected to reflect only verified, reasonable costs, we continue to dispute the validity of the balance. We respectfully request that this matter be addressed with transparency and fairness.

  
  

  Sincerely,

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

  
  
  
  
   

• Initial Complaint

  Date:01/01/2025

  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.

  I received a move out statement from Redwood Living, Charlotte, NC on Ridge Road in December 2024 with $227.72 due. This amount includes rent for 11/1 and 11/2. I turned in my keys on 10/30 and was completely moved out that same day. I contacted the local office and was told that my lease ended on 11/2/2024 and that is why I was charged for those 2 days. The notice does not account for a security deposit. I was charged a $250 processing fee and was then charged $750 at move in (October 2022) as a remainder for a $1000 security deposit. My lease says that I did not pay a security deposit but when I transferred from Noblesville, IN to Charlotte, NC I was charged for a deposit. I have a rent receipt date 10/21/2022 that documents that I paid $2397.93 at move in. This amount included prorated rent of $1702.40, $20.53 for trash, $250 processing fee and $750 for remainder of security deposit. I have made three written attempts from Redwood to explain why there is an outstanding balance and no accounting for any amount of security deposit. Redwood has not responded to any of my written communications. I did send a courtesy notice to the company letting them know that my next correspondence will be in the form of a complaint to the Better Business Bureau to help me resolve this matter. Thanks, Trina

  

  Business Response

  Date: 01/08/2025

  *** *****,

  We have attempted to reach out to explain the charges on your move-out statement but have not received a response. The security deposit was credited, which is why the deposit balance is $0.00. Additionally, you were not charged for the administrative fee or the security deposit, as both were credited.
  

  The lease ended on November 2, 2024. If you had moved out earlier, you would have been responsible for an early termination fee. The charges for November 1 and 2, 2024, are valid as per the lease agreement.
  

  We hope this clarifies the situation.

  Customer Answer

  Date: 01/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Redwood alleges that they have made multiple attempts to contact me, but I have received no communication by mail, email or voice mail. This is the only forum that they have responded to making it clear that their intent was never to reply to me by any means. 

  I was a tenant for nearly ten years and transferred my lease to three different locations in Indiana and North Carolina because I liked the community. However, I discovered that there is no brand continuity as this company expands and that is why I decided to leave. What was once very nice apartment rental communities has now become just another example of predatory landlord practices. 
  
  Regards,
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:12/21/2024

  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.

  I lived in Redwood Milford of Marysville, OH from May 27, 2020 to October 28, 2024. I received the move out charges from the company and was shocked to find that they were charging me $2,316.54 (93.91 for water, $1,633.33 to replace ALL plank flooring, $80 for cleaning, $209.30 to replace 14 door trims, & $300 for floor sealant) which is more than a months worth of rent (approx. $1,550). I tried to give the company the benefit of the doubt and immediately emailed them asking for the invoice to be reviewed and supporting document of the charges sent to me. Stating that I understood the water charges and was willing to pay those as soon as we got the other charges sorted out. I was sent invoices for work completed and photos that were taken. However, the photos were taken part way through the work and no picture from before work began were provided to help determine cause of the damage. Accompanying these documents was a message stating that they reviewed the billing and found the charges to be justified. I clarified my request and asked for photos from before work had began in the apartment to help us determine the cause of said damage or even to see said damage. No photo evidence has been provided and despite my attempt to continue open dialog the representative from Redwood has gone completely silent after threatening collections for the balance.

  

  Business Response

  Date: 12/31/2024

  ******,

  We appreciate the opportunity to address the complaint filed by Crystal Holtzberger regarding the move-out charges from Redwood Marysville Milford Avenue.

  *** *********** was non-renewed due to the poor and unsanitary conditions of her home. Throughout her tenancy, we issued multiple lease violations and conducted follow-up inspections, which only temporarily resolved the issues. Ultimately, this led to the decision not to renew her lease due to continued violations of our lease agreement.

  Upon her move-out, we conducted a thorough inspection and determined that the charges were valid and due. We have provided *** *********** with all relevant documentation, including:
  1.Correspondences: Advising her of our investigation and the validity of the charges.
  2.Photos: Taken during the unit turn process, documenting the condition of the home.
  3.Invoices: Supporting the work completed to restore the unit to a habitable condition.
  Despite our efforts to provide transparency, *** *********** remains unsatisfied, particularly regarding the lack of photos taken before the flooring was removed. However, we have substantial documentation of the home's poor sanitary condition during her lease term, which supports our decision.
  

  Given that all necessary documentation has been provided, and the charges have been deemed justified, we have ceased further communication with *** *********** as there is nothing more to discuss. The amount stated in the move-out charges is what she owes.
  

  We hope this clarifies our position and the actions taken in this matter.

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  During the course of my lease there were multiple FALSE violations. For example; a bird feeder in my neighbors yard, dog poop that was not picked up but was entirely too large to have been created by my 10lb dog. The violations for "unsanitary" conditions were from cats going just outside of the litter box and took mere seconds to clean and the damage that had been caused to the base board by the front door I repaired myself.

  I had attempted to come to an agreement on these charges but expecting me to pay almost double my rent is EXTREME. I am beyond willing to pay the water, waste, and admin charges immediately upon mutual agreement. I am willing to discuss a reasonable payment plan or a reduction in charges. I do not believe a FULL floor replacement would have been necessary which is why I would like pictures from before the flooring had been removed. I also believe that the door trim charges are exaggerated as they are for 14 doors and there were not that many doors in the home. 

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

  

  Business Response

  Date: 01/08/2025

  We appreciate your response and your willingness to address the charges in order to resolve this matter. After a thorough review, we confirm that all charges remain valid and due. We have provided all necessary documentation supporting these charges, and they have been deemed justified based on the terms of your lease agreement and the condition of the property upon your departure.

  We understand that the total amount may seem substantial, however, these charges reflect the actual costs incurred to restore the property to its original condition. Thank you.

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ***********
  
  
  
  
   

• Initial Complaint

  Date:11/23/2024

  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.

  On 10/6 I received a notice stating I had violated the lease agreement, but did not give a behavior, or action that was in violation. This was after I spoke with the police and the police spoke with ******** in the office of redwood, and Kristen meadows to district manager, and the Huber heights police stated no threats were ever made. They continued to intimidate and harass me by giving me a partial eviction, not allowing me to enter the office or communicate with management. Then giving me an option to break the lease do to them unable to provide basic security steps after an unauthorized tenant made repeated threats against me, and entering my property line. They have verbally acknowledged I am moving and received my written letter, but have not followed through on Michelle’s word I would receive an email stating redwood has received my attention of moving on Dec 10th, no have they provided me with my move out checklist which ******** stated I would have no later than Nov 12th. It is now Nov 23rd. I also have a recording of me and Ms. Meadows conversation, in which she makes multiple false statements, then accuses me of threatening the staff before changing to I used threatening language. Which the Huber heights had already informed her were in no way threats to anybody. I also have copies of the police body cam footage in which ******** the office manager can be scene and heard being informed by the police that there were no threats made. I believe they are trying anything they can to over charge me at move out, and keeping the checklist from me is just another example of their on going harassment I have already suffered from this company.

  

  Business Response

  Date: 11/26/2024

  Dear ******,
  We appreciate the opportunity to address the concerns raised by ***** ******. We take all complaints seriously and strive to ensure a safe and respectful environment for all our residents and staff.
  

  Regarding the complaint, we would like to clarify the following points:
  Notice of Lease Violation: On October 6th, *** ****** received a notice of lease violation due to behavior that was deemed threatening and disruptive. This action was taken to ensure the safety and well-being of other residents and our staff.
  

  Police Involvement: The ***** ******* ****** ********** was involved in this matter. Contrary to the complainant's statement, the police report indicated that the threats had no merit and would be dismissed on October 7th.
  

  Office Restrictions: Due to the nature of the threats, *** ****** was asked not to enter the leasing office to ensure the safety of our staff. This decision was made after careful consideration and consultation with law enforcement.
  

  Settlement Offer: We have offered *** ****** a fee-free buyout option to terminate the lease early, which we believe is a fair and reasonable solution given the circumstances. This offer was made to facilitate a peaceful resolution and to ensure the safety of all parties involved.
  

  Move-Out Process: We acknowledge that *** ****** has provided notice of his intention to move out by December 10th. We are committed to providing the necessary move-out checklist and ensuring a smooth transition. Any delays in communication were unintentional, and we apologize for any inconvenience caused.
  

  We are committed to resolving this matter amicably and ensuring the safety and satisfaction of all our residents. We hope this response clarifies our position and the actions we have taken in this situation. Thank you for your attention to this matter.

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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 moved out of Redwood earlier this year. I received a bill on April 25, 2024 for an amount arond $1,000. It only had "prorated rent" as the line item. After doing the math, they charged me more than what my prorated amount would have been. I reached out to the local leasing office that same day, they told me to email them my list of questions and they would reach out to the corporate office, and most likely the corporate office would be reaching out to me. No one reached back out, and Nov 15, 2024 I learned instead of reaching out to me to discuss the issues on the bill - they sent my bill to debt collectors in July 2024. I have repeatedly called the corporate office to get this resolved, and I keep getting thrown into a voicemail machine. It is absurd as to how they're handling this, instead of reaching out to me directly to explain all the charges - and to itemize it instead of having me blindly pay $1000+.

  

  Business Response

  Date: 11/20/2024

  Hello ******,

  We apologize for any inconvenience and frustration you have experienced regarding your billing issue and the lack of communication you received. We understand how important it is to have clear and timely responses, and we regret that we did not meet your expectations in this instance.

  We understand that you have paid the balance in full, and we appreciate your prompt attention to this matter. 

  If you have any further questions or need additional assistance, please contact [email protected] so that we can have a member of management reach out.

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received an email or phone call from anyone from this company telling me my balance was cleared. I have not paid anything because once again, I want an explanation for the charges. I cannot even go online to see the bill because it says my account is invalid. I have been calling the corporate office for a week now, without anyone calling me back or trying to help me resolve this issue. It's very unprofessional as to how this was handled and is being handled.
  
  Regards,
  
  ****** ******
  
  
  
  
   

  

  Business Response

  Date: 12/02/2024

  ******,

  We have attempted to reach you several times over the past week without success. Regrettably, your account was transferred to collections on July 8, 2024, as it remained unpaid for over 90 days following your move-out date. Consequently, Redwood no longer holds the balance, and you will need to coordinate with National Credit Systems to settle the payment.
  

  We apologize for any confusion caused by our previous communication, which incorrectly indicated that your balance had been settled with Redwood. Thank you for your attention to this matter.

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The way this was handled by Redwood's end is so unprofessional. I still have no idea as to what the charges were, I only have the lump sum bill and my questions were never answered before you guys sent this bill to the national credit system/collections. I am so deeply frustrated with this company and their lack of professionalism on this part. I still have no idea as to how the charges are itemized, and my initial question as stated in the email was never answered. 

  The fact that this is happening is so frustrating. I hope no one goes through this as I did. No one from the corporate office ever called me back or left a message. This is disgusting. 

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

• Initial Complaint

  Date:08/17/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Landlord/tenant dispute after the end of the lease, we have lived in *** ****** *** ********* ** ***** for two years from March 2022 to July 2024. After we moved out, on August 12, we received a claim from redwood for a total of $1613.56. 1. Carpet replacement due to stains, tears or odors requires compensation of $544.64. 2. Two-bathroom countertops damaged require payment of $733.50. We have doubts about this because the damage to the countertops is entirely due to improper decoration and not our use, because the damage of the two countertops is exactly the same, both of them are cracked on the top. If it is our problem, how can we make the damage of the two countertops the same? And when we moved in, it was like this. The reason we did not report it to redwood was that it did not affect normal use, but now redwood wants us to pay for it in full. 3. Unit Cleaning $105 don't know what this is. There are also some minor incidents that require compensation totaling $1,613.56. We would like to get help from the BBB.

  

  Business Response

  Date: 08/21/2024

  We appreciate the opportunity to address the concerns raised from your move-out experience at Redwood Wadsworth. We take all feedback seriously and strive to maintain transparency and fairness in all our dealings.
  

  Regarding the specific claims:
  Carpet Replacement ($544.64): Upon inspection at the time of move out, we found significant stains, tears, and odors in the carpet that necessitated replacement. We have included photographic evidence documenting the condition of the carpet at move-out.
  Bathroom Countertops ($733.50): The damage to the two bathroom countertops was not reported during residency. Our records show no service requests or complaints regarding these issues. The countertops were in good condition at the start of the lease, as documented in the move-in inspection report. The identical nature of the damage to both countertops suggests it occurred during the residency, and we have included photographic evidence to support this claim.
  Unit Cleaning ($105): The unit was left in a state that required professional cleaning beyond normal wear and tear. Again, we have photographic evidence of the unit’s condition at move-out.
  

  We understand your concerns, however, we believe the charges are justified based on the documented condition of the apartment home at move-out and the lack of prior service requests during the residency.

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ********* ***
  
  Your reply does not dispel our doubts. I have also said that I did not report it to you because it did not affect normal use. The photos you provided only show that there are cracks on the countertops but cannot prove how the toilet countertops were caused. We suspect that it was caused by your improper decoration. Our request is to waive compensation for the bathroom countertops. Is it true that carpets cannot be cleaned? From the photos you provided, I did not see any signs of tearing or damage on the carpets.
  
  
   

  

  Business Response

  Date: 08/29/2024

  We appreciate the opportunity to address your concerns.
  
  Upon reviewing the move-in checklist, which is attached to this complaint, we have confirmed that all items, including the countertops and carpets, were marked in either new or good condition at the time of your move-in. This checklist was mutually agreed upon and signed, indicating the satisfactory condition of the apartment home.
  
  Regarding the countertops, the damages observed are beyond normal wear and tear. The cracks and other issues are consistent with impacts or improper use, which are not covered under normal usage conditions. While we understand your concerns about the photos, they clearly document the current state of the countertops, which significantly deviates from their original condition as noted in the move-in checklist.
  
  As for the carpets, they have been deemed unsanitary due to excessive staining. These stains are beyond what can be addressed through standard cleaning methods. The condition of the carpets poses a health risk to future residents, necessitating their replacement. While there may not be visible tears or damage in the photos, the level of staining and unsanitary condition is evident and unacceptable for new residents.
  
  We understand that you did not report these issues during your tenancy, but the extent of the damages observed upon your move-out inspection requires us to address them to maintain the neighborhood’s standards for future residents.

  Customer Answer

  Date: 09/02/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ***
  
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  September 2023 and April 9, 2024 wrong information given to us on both transaction and we are the only one being blamed for this miscommunication.

  

  Business Response

  Date: 07/22/2024

  Hello ****,
  We are sorry to hear you experienced anything other than our highest standards for customer service. We value your feedback and have taken immediate steps to address your concerns.
  Our records indicate that ****** had taken corrective measures by reversing the skip fee and reducing the buyout fee by 50% on 7/9/24. We trust this action demonstrates our commitment to rectifying the situation.
  We also acknowledge receipt of your payment on July 19. We appreciate your promptness in settling the balance.
  We sincerely hope that these measures have resolved the issue to your satisfaction. Thank you for bringing this matter to our attention and for giving us the opportunity to correct it.

  Customer Answer

  Date: 07/22/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  
  

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 May 31 my wife and I met with ***** to look at units. That day we decided on one unit, informing ***** that we would also want to lease a washer and dryer. My wife went back the following day on June 1 to fill out paperwork. The remainder of the paperwork was filled out the week of June 3. Our move in date was June 13. At that point ***** said he just realized we wanted to lease a washer and dryer. He neglected to put in our request even though he was told on May 31. Nonetheless he put in our request, telling us the washer and dryer would be delivered June 20. On the morning of June 20 my wife texted ***** informing him we would be ready. At 3:40 ***** never returned our text. I walked over to the office and was told by ****** that it would be July 9. That’s 27 days from the date we moved in, but over a month and a half since ***** knew we needed the units. At no point did anyone in the office inform us that the date was moved to July 9 or apologize to me for the egregious error. Plus ****** said she had no way of knowing when a request was submitted. I’m certain if I spoke with the rental company, they would have a date. She said she had options, but would have to look into them and let me know. I’m not confident given their limited history that ********* ******* will hold good to their word of finding options or having the units here by July 9. They are going to charge us for the units, and I want to be compensated for my troubles of finding alternatives to the problem they have caused.

  

  Business Response

  Date: 06/24/2024

  Dear *** ********

  We apologize for the challenges you’ve faced as a new resident. We recognize the significance of having a functional washer and dryer to ensure a smooth move-in process. We’re pleased to inform you that the set was delivered on June 21. As a token of our appreciation for your patience, the team has decided to waive any charges until July 1. We hope this arrangement meets your satisfaction, and we trust that your experience at ******* ****** ********* ******** will be remarkable.

  Customer Answer

  Date: 06/24/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******  
  
  

• Initial Complaint

  Date:04/30/2024

  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.

  nature of the dispute: landlord/tenant disputes post lease end we have been living in ******* ********* **** ***** ***** ***** *** ********* ***** ** ****** for 2 years. 4/1/2024 was our last day of stay and we handed over our keys. On 4/26/2024, we received a move-out statement from Redwood claiming a total of $3657.80. (Resident T code in the move-out statement: *********  Several items stand out: 1. Carpet Replacement: All carpet/padding: Replacement due to stains, tears and/or odor - $676.02 2. Plank Repair: All Planking: Replacement due to stains, tears and/or odor - $2239.51 3. Stove/Oven Replacement: Beyond Normal Wear and Tear - $500 Since we have been taking very good care of our house, cleaning up the wooden foor and carpet very regularly. We don't think these items are fair at all. Yes, there are minor scratches on the floor due to normal everyday usage, but these was never significant damage to the wooden floor. These is absolutely no reason to replace all planking. Minor fix will be enough to cover it. Same for the carpets, we keep them clean all the time. What we suspect is: Those planking and carpet has reached their end of normal lifecycle and Redwood has to replace them. But instead of paying for them by themselves, they are trying to charge us for it. This is ridiculous. We also don't understand the Stove/Oven replacement. Before we handed over the key, we did not do our final cleanup on the stove. But it is definitely cleanable with no need for replacement. During our whole stay in the apartment, we didn't use the oven more than 5 times. All in all, we find these charges totally unfair, and we are seeking help from BBB to help us resolve it. We tried to contact the business about the charges for a fair resoltion and sent an email to the designated email [email protected], but 4 days have passed and we still haven't got a reply. We think the business may deploy debt collector for the statement soon if we dont act.

  

  Business Response

  Date: 05/08/2024

  We regret to learn that your move-out experience did not meet your expectations. Upon reviewing your move-out statement and the accompanying photos of your home post-vacancy, we have concluded that the charges are valid and payable to Redwood Commerce Township. Our aim is to offer a superior, quality apartment home to all our residents. These charges will contribute to ensuring that the subsequent resident enjoys an exceptional living experience. Should you have any additional queries, we encourage you to contact the Neighborhood Manager for support. Thank you.

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thanks for providing the post-vacancy photos. Unfortunately, we fail to see the correlation between these photos and our concerns. Reminder: our two biggest concerns are the charges for full planking replacement, and full carpet replacement. Out of the sixteen photos provided by your side, only the kitchen floor photo, the primary bedroom carpet, and the vent photos are related to these concerns. 
  
  Since you gave no explanation to the photos provided, we suppose the kitchen floor photo and the vent photo are related to "planking damage"? For the kitchen floor photo, we can see some spilled over cat food on the ground. And the condition of the vent floor is exactly the same as when we moved in. We hardly used the vent floor in our everyday life. We fail to see these so-called "damages" can result in FULL PLANKING REPLACEMENT.
  
  And we suppose the primary bedroom carpet photo is related to "carpet damage"? What you are showing is totally cleanable stain in a corner. We understand that we should have cleaned it but we don't see a total carpet replacement is needed for THIS room. How about the carpet in the clothing room and the guest room? Where are the photos for those? Why are the carpets in those rooms need to be replaced? We still dont see how these so-called "damages" can result in FULL CARPET REPLACEMENT.
  
  These photos do not address our concerns. On the contrary, they prove our concerns are valid that these charged are totally unfair. It would be great if Redwood can provide their thought process instead of just throwing photos onto our face without any explanation.

  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business Response

  Date: 05/17/2024

  With regard to your rejection due to lack of photographic evidence, management has decided to waive the replacement costs for the flooring, carpet and stove. We hope you find this reolution satisfactory. A member of the Redwood Commerce Township team will reach out to confirm the remaining charges with you. Thank you.

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I am ok with the response from the business, but days have passed and I still haven't receive any communication from the Redwood Commerce Township team, either on the phone or from mail. I don't want the case to just close like this.
  
  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business Response

  Date: 05/28/2024

  We are pleased to inform you that we’ve confirmed with our corporate lease administrator that your new statement was mailed on May 17, 2024 to the following address:

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

  In addition to this, we have taken the initiative to request a digital copy of the statement for your convenience, which the Neighborhood Manager will email today. Should you have any further questions or need assistance, please don’t hesitate to reach out to the neighborhood team.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have received the mail statement a couple of days ago.

  In the previous response, the business stated that "With regard to your rejection due to lack of photographic evidence, management has decided to waive the replacement costs for the flooring, carpet and stove."

  However, that's not consistent with the new move-out statement I received (attached). In fact, the biggest and most important item of the statement still remains on the list (All Planking: Replacement due to stains, tears, and/or odor: $2239.51). I think it may be an honest mistake. But if it's not, I request further evidence to support this claim. As I mentioned in previous responses, the photos the business provided for the planking do not support this claim. On the contrary, they show the claim is not fair at all.

  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business Response

  Date: 06/03/2024

  We apologize for the confusion. The statement has been updated and a refund check will be mailed to you this week. You should have already received a digital copy of the revised statement via email today. We hope we've provided a satisfactory resolution. Thank you.

• Initial Complaint

  Date:04/04/2024

  Type:Customer Service 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.

  Latest NOTICE OF ENTRY spanned three calendar days (4/3 to 4/5) from 10A to 4P. This was for "planned maintenance", although residents were only given roughly a week's notice. This created a problem for me as I work 12 hour night shifts at a local hospital. When I contacted the property manager (after 4 tries) to attempt to ascertain an approximate time of entry, I was told that "no exceptions would be made". Please note that I did not request an exemption but merely a rough estimate on time, as I have a dog that would bark at anyone entering my domicile, thus waking me up. Three straight days breaches what I believe to be "reasonable", and under the circumstances: borders on harassment. Also, trying to reach the corporate office to have a rational discussion with someone in upper management is a joke as the voice recognition system DOES NOT WORK, and they have yet to respond to my voicemail.

  

  Business Response

  Date: 04/05/2024

  *******,

  We sincerely apologize for any inconvenience you experienced during the recent scheduled maintenance. While we regret that we were unable to return your phone call within the requested one-hour time frame, we promptly reached out to you at our earliest availability and left a detailed message. Unfortunately, we have not yet received a response.

  At Redwood, we prioritize transparency and effective communication. We provide ample notice in advance of filter changes, utilizing both email notifications and hand-delivered communications. Our commitment to proactive communication ensures that residents are well-informed about upcoming maintenance activities.

  We understand that accommodating individual schedules can be challenging, especially given the nature of our work. Despite these constraints, we strive to minimize disruptions. During your phone call with the Neighborhood Manager, we estimated the entry time based on your home’s location, and we proceeded accordingly to complete the necessary work.

  Your cooperation and understanding in facilitating preventative maintenance are greatly appreciated. We value your feedback and remain committed to enhancing our services. Should you have any further concerns or questions, please do not hesitate to reach out.

  Thank you for being a valued member of Redwood Findlay.

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is absolutely no reason why a "planned" maintenance event cannot be posted somewhere, The filters are a planned quarterly event? There are a hundred different options on getting these timeframes to your residents. I would suggest the option to self schedule during a larger ranges of dates on your portal. (Just so they are done 3 months apart). I would point out that there were more issues than just mine with this last round of filter changes. As later communication indicated that several of the units had HVAC units that were inaccessible due to items being left in front of the access doors. This issue could have been addressed in real time if the resident were home at the time the work/inspection. Use of technology may not only make the experience less intrusive to your residents but may also save staff time and frustration as well. 

  Your approach to management needs to be more geared towards serving the paying resident and less towards what is the easiest for the employees and vendors. Excellent customer service is often what makes people choose one company over another. They tend to vote with their dollars and endorse businesses that best serve their needs. It really shouldn't need to be said.
  
  Regards,
  
  ******* ******