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Business Profile

Property Management

Independence Realty Trust, Inc
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Independence Realty Trust, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Independence Realty Trust, Inc has 136 locations, listed below.

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    Customer Complaints Summary

    • 245 total complaints in the last 3 years.
    • 66 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 was a tenant at 1 of their properties in Durham, NC, ******** at *********. Aside from not completing my maintenance requests for the full duration of my lease (13 months) , having poor ventilation so I repeatedly had mold in the unit, having a pet fee that did not upkeep the premises or go to pet related damages to the unit, and lastly having vendors harass me at my unit so much so I had to file a police report; upon moving out I was charged $1356.31. While I don't agree with the charges especially having me pay for painting the patio doors, which should happen at every turn of an apartment I asked for a payment arrangement the day I received the bill. They contacted me same day asking for the how long the payment arrangement would need to be between 2-12 months and a start date for when the bill is due and will be due monthly. I replied the same day, November 9th and recorded no response sense. I then sent a follow up email on November 16th to inquire about confirmation. Instead I receive a reminder at nearly 1 am on Monday November 20th when offices are not even opening threatening me due to nonpayment.

      Business Response

      Date: 12/20/2023

      We thank the former resident for reaching out and appreciate her time as a resident of ********** at *********** (the "Property"). We can confirm that the former resident had multiple email exchanges with our Resident Account Manager. Our Resident Account Manager received two emails sent from the former resident on 11/9/2023 and 11/20/2023 to discuss a payment structure (both email exchanges are provided as attachments to this response). The former resident's request was granted, and a Repayment Agreement was approved for the former resident. On 11/20/2023 at 9:37am EST, the Property sent an email to the former resident (via the Property's *******/property management software system) requesting that the former resident review and sign the Repayment Agreement. A screenshot of the email is provided as an attachment to this response. To date, the Repayment Agreement has not been signed by the former resident. Additionally, the first payment (per the Repayment Agreement) is now past due. Payment was due on 12/9/2023 in the amount of $113.02.

    • Initial Complaint

      Date:10/29/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      IRT Living has been very difficult to contact by email or phone so I reached out using the **************************************** email. I informed the company that I needed to pay off a balance that they said I owed. I was told by the Strategic Operations Manager that my a balance was sold to a collections agency and that IRT Living could not provide me the collections paperwork with the balance and account number. IRT Living could not confirm why they won't take my rental assistance for the balance. They claim that they don't take rental assistance even though they accepted it before from the government for my rent. Also, I was told by the Resident Account Specialist that IRT Living is "no longer" participating in the rental assistance program. At that time, the company was called Steadfast Apartment REIT, **** which has merged with Independence Realty Trust, Inc.

    • Initial Complaint

      Date:06/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My water was shut off starting at 10 am and was not turned back on until 7 pm. Since the water was turned on, I have not had hot water and there has been no resolution. I would like some sort of credit due to the face that I have not had water for nearly a day and It is not at a functional level.

      Business Response

      Date: 04/18/2023

      Steadfast Management Company,Inc., apologizes for the negative experience that Resident has had with ***************************  However, we stopped managing this apartment community on August 31, 2020.  We thus do not have any information regarding or knowledge of the matters set forth in Residents complaint.  Moreover, because we do not currently manage this apartment community, we are not in the position and do not have the authority to respond to the request set forth in the complaint.  As a result, we are not able to assist Resident and suggest that Resident contact the apartment communitys current management company regarding this matter.

      Customer Answer

      Date: 04/18/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

       

    • Initial Complaint

      Date:08/03/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      This is a Landlord Tenant issue with the company(Irt living) and property manager(*********************************) being unresponsive to tenants and violating code of ethics. As of December 2021 irtliving took over apartment complex name ********* out of ********, **. During that time I defaulted on my rent due to Loss of income and transporation. At this time the Property Manager advised of applying for Emergency Rental Assistance. I applied and two organizations approved me for funds. The company was agreeing to pay the entire back balance owed at the time 4k for past due rent. The Property Manager was aware due to covid-19 this program may take some time with getting the funds. Once the organzations requested W9, ACH information to distribute the funds. The company Irt living had advised the ******************* they were no longer accepting the funds. with no prior warning to tenants expecting these funds. Then the property manager became unresponsive to any emails or appointment to discuss the matter. This unresponsive from the property management went on for Months. I finally saw on my ledger in April that a dispo was filed against me for rent. I feel like the company is looking to push tenants out to bring in new tenants so they can continue with the rise of rent that's been effecting everyone worldwide. While leaving other people like myself to be put in a position to be homeless due to greed. The fact the company and property management became unresponsive to this situation is a violation of code of ethics the company was not honest or professional during this situation

    Independence Realty Trust, Inc is BBB Accredited.

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