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Business Profile

Apartments

Venterra Realty

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Venterra Realty has 19 locations, listed below.

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 12 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:10/13/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 September 29th, my apartment flooded froma busted pipe in the walls, even though they tried to blame it on the recent ***** ******. It caused significant damage to the dry wall, floors, ceiling and my personal property. Since the day of this incident, the maintenance team or office management staff at The ******** ******************* has not been very helpful or prompt in resolving the issue. I had to get ***** Springs Code enforcement involved due to their negligence of the mold growth that I informed them.about and there was no work being done in the apartment to clean up the excess water/moisture. Each time, I tried to ask for updates about what was being done or when someone was going to come by to fix anything, I was given the run around. This entire time, me, my husband, brother in law, and dog have been displaced from the apartment. The apartment has been uninhabitable due to mold growth, mildew smell, the ceiling and walls had to be repaired, my personal belongings were stacked in a pile by the contract workers making it hard to safely maneuver throughout the apartment so we can pack up our stuff to leave. At this point I have contacted venterra reality management company several times and left voice-mail and asked the office staff to send an email with my complaints. I have had no response from them during this entire process. This incident has caused me great distress and grief. They all deny things, no one takes accountability, they refuse to help us find other accommodations or to reimburse for the cost of a hotel. Not one time did they offer to have a different apt ready or cleaned for us to be in a timely manner. Our apartment has been in shambles and I can't stay in it. I already paid for the month of October and have not been in it for the past 2 weeks. I decided to terminate my lease and find a different place to live. This has been the worst rental experience I have ever had and would never recommend anyone to live at The ******** Apartments.

    • Initial Complaint

      Date:10/03/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 lease was set to expire on June 8th. I renewed my lease on June 3rd and the leasing office did not sign their portion of the lease until June 11th. At one point even when I logged into the system I couldnt see my account information because they had failed to sign their portion of the lease. I am not sure if that is one of the reasons why the payments got returned.I submitted the payment twice via ***, then I contacted my bank and filed a complaint with the **** because there was also a bank error that caused the payments to be returned which was the banks fault. When a payment is returned twice the apartment require you to pay via cashiers check only.All of this was already explained to the leasing agents and property manager. I will attach the email between me and one of the leasing agents so you can see. The property manager approved getting my account fixed after I showed them proof this was a banking error and not a fault of my own. Then I reached out to the on site agents at the location and spoke to leasing agent ****** who said he would put a ticket in for my account to be fixed and for me to be given access to make *** payments again and it never happened.The email clearly states the property manager gave permission to release my account from whatever hold they had it in and yet we are now 4 months in and they still have not fixed my account. I was given the run around and they stated that only corporate can do it, even though they lied and said they created a help ticket for me through the tech support team.This has caused me to accrue multiple late fees due to now having to go to the bank instead of paying online as I always have done for the past 3 years. These late fees occur because as already explained by the time I leave work the office is closed so it has now became a hassle to pay my rent.I NEED THEM TO FIX MY ACCOUNT AND FIX THE *** FEATURE ON MY SMARTHUB ACCOUNT LIKE THEY SAID THEY WOULD.

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 into the ************ apartment in ************, **, managed by *******, in May 2023. I am filing a formal complaint regarding the negligence and inadequate response of the apartment management, resulting in significant damage to my vehicle.Incident Summary:February 2024 Water Leak and Unauthorized Painting:Water leaked from the second floor, damaging the garage ceiling above my parked ************** asked me to move my car during repairs and later allowed me to park again.Without my permission, they painted the garage ceiling while my car was inside, covering my 2023 *** iX50 (valued over $110k) with fine paint particles.Lack of Response and Inadequate Compensation:Upon discovering the damage, I informed management and provided photos.They promised the manager would contact me, but despite multiple attempts, I received no response.When moving out in May 2024, I raised the issue again. They offered $150 for repairs, which is insufficient given the potential depreciation from repairing the ********** emails requesting a prompt resolution were ************* Consultation and ************************************** an attorney, management asked for repair estimates.I obtained estimates ranging from $3,4k to $5,4k and provided *************** then insisted I use their recommended detailing shop. Due to previous negative experiences with subpar shops leading to further depreciation, I declined.Continued Lack of Response:It has been two months since our last communication, and management has not addressed the issue.Request for Resolution Due to the management's negligence, my vehicle sustained significant damage, and repairing it would result in depreciation. Despite fulfilling their requests, they have failed to provide an appropriate solution.I am seeking compensation based on the estimates provided and a prompt resolution to this matter. I trust the Better Business Bureau can assist in mediating this dispute.

    • Initial Complaint

      Date:09/13/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      During the June 2024 I reported to Highpark in *******,** (*Venterra property) about leaking ceiling issue that has mold in multiple areas of my apartment. As of September 2024 this issue still has not be solved. The property manager is impossible to meet with and when he does not want to speak with you he sends out his staff to let them know he is going to email you. They would not let me out of my lease and I had to remain in apartment with mold.

      Customer Answer

      Date: 09/30/2024

      Better Business Bureau:

      This letter is to inform you that Venterra Realty has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/13/2024 and assigned ID ********.

      Regards,

    • Initial Complaint

      Date:07/22/2024

      Type:Product 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.
      From the beginning ***** has given out incorrect information to me. I was told I would receive a refund in writing and verbally by her. Then told by manager, ****, maybe I can since application was cancelled the same day. Now its just no. It has not been a good experience since dealing with *****. I provided proof and have a third part witness, ****** ********, who was also on the emails can testify to all this as well.

      Business Response

      Date: 08/29/2024

      Hello ****** *******,  
       
      We sincerely apologize for the less-than-desirable experience you encountered, which is not aligned with our intentions. After reviewing your complaint, we agree that you should have been refunded the $99. ******** *********, Community Manager, reached out to you via phone and verified your mailing address to issue the $99 refund.  
       
      Again, we apologize for the inconvenience and are committed to making it right.  
       
      Thank you, 
       



       
         
        ****** *****
      Customer Experience Manager

      m: **************
      ***********************************************************************


       


    • Initial Complaint

      Date:06/27/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      When moving out, my roommate ***** and I were surprised with the charge of $800 on our final statement to replace the entire stove for a minor cosmetic fix on the stove top. We are being asked to replace the entire stove, when we paid a $300 cleaning fee that should have taken care of the cloudy stovetop. I have included a copy of the final statement, as well as a visual of the stovetop that **** has provided. **** is claiming that the stovetop is not able to get buffed out and saying we need to pay to replace the entire stove, as opposed to just the stovetop, due to the stove being on back order, which I am not sure how/why that falls on us that the stovetop is on back order.

    • Initial Complaint

      Date:06/26/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Hello,They originally stated my I would be paying $25 for the carport and then randomly decided I would be paying $50. Theyre are also charging us for internet we cannot use. I have asked repeatedly for their assistance and they have refused. They went from charging $70 to $130 because of the internet. & we cannot opt out. When you try to contact corporate they simply direct me to their district manager that has not responded to my emails as of yet.

    • Initial Complaint

      Date:05/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have had a pest control issue that has not been properly addressed for months. With multiple service requests for the pest control I pay for monthly. I was told they would do a stronger treatment that was never done. They have recently treated 8 weeks in a row with the same basic treatment. Finally k spoke to the pest control and he stated that there has to be a water source like a leak because it should not be like this and that he sees I am not dirty and trying to help myself. I have discussed this with centers and requested for a corporate call which has never happened even when the regional manager was copied on emails she did not reply until I called her out for not replying and for the manager at the property for closing a door in my face. I have been paying for a 2 bedroom and living in 1 room with my daughter because she is scared to go around the apartment alone because we never know when there will be a ***** dead or alive. It is disgusting. They offered to let me out of my lease in less than a month and did not offer any reimbursement of rent paid while living in this situation. I also have a disruptive upstairs neighbor I have complained about multiple times and problems with the smart door unlocking itself. None of this has been fixed. I obviously cant find another place in less than a month with on short notice and without money, money I have paid to live in an uninhabitable residence when I could have withheld rent and tried to work with management rather than do that and cause eviction and issues with court for my future. I am a single working mom and cannot afford to play with our lives that way.

    • Initial Complaint

      Date:02/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      dispute receiving additional bills from *** ******* **** I fulfilled all financial obligations to *** ******* *** ***** ******** ******** ***** ****** in compliance with my agreed upon rental lease agreement move out procedures. Rental lease period at *** ******* **** ended Saturday, 7/23/23. I chose not to renew lease and complied with move out procedures outlined in lease agreement. On Friday, 7/21/23, *** ******* Mgmt completed final walk through of apartment associated with lease agreement; no damages or violations were noted. Final Bill Balance Owed to ** ******* *** *** ******** ** *** ******* **** in email communication **************************** and in detailed final bill from *** ******* dated 8/24/23 in amount of $78.02 Email communication dated Thursday 8/24/23, 7:28 pm received from **************************** in amount of $78.02, "Final Bill" Tuesday 8/29/23 I personally met with ** ******* **** and was provided with detailed final bill dated 8/24/23. ** ******* **** reviewed detailed final bill with me stated this is Total Amount due in amount of $78.02 was instructed to pay final bill online. Tuesday 8/29/23, 7:43 pm Final Balance Owed to *** ******* paid online in amount of $78.02, fulfilled all-financial obligations to *** ******* Apt as stated in their written documentation. I have bank substantiation that “Final Balance Owed to *** ******* as stated in St Andrews written documentation in the amount of $78.02 was paid to St Andrews Apt. Resolution requested: Requesting a detailed explanation of why additional charges are being assessed five (5) months after compliance with rental lease agreement move out procedures and having paid final bill to *** ******* *** ***** ******** ******** ***** ****** Please provide response in formal letter format and correspondence should be mailed to the following address: **** ****** *** ** ******** ******** ***** *****

    • Initial Complaint

      Date:02/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      It's been going on for months. Just a few weeks ago I showed up to the office early and waited 30 minutes and no one was there. It's happened numerous times since I've moved in here. This minor overcharge directly resulted from your mismanagement that caused the $20 credit on my account $100 late fee over a trifling $5.18 discrepancy that was resolved THE NEXT DAY due to an auto-pay limit issue is absurd and unacceptable. The apartment is not good. It was uninhabitable when I moved in because the ** was not working and a myriad of other unresolved issues. My numerous attempts to communicate these problems via emails and office visits have been ignored, I've gone into the office several times and either no one was there or it was closed just a few weeks ago I waited 30 minutes after it opened and the maintenance person kept saying she would be there, at that point I had to leave, this has been going on for months since I moved here, and my emails have been ignored. There have been numerous issues if you really care to hear all of it call or email me but my main concern is the $100 fee I was wrongly charged.

    Venterra Realty is NOT a BBB Accredited Business.

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