ComplaintsforBonaventure

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I currently live at *********** apartments in Richmond, VA and my experience has been nothing but horrendous. The staff at the leasing office are friendly, but only if you can actually get in contact with them. Moving in took over 6 weeks due to staff changes, inattention to detail (the whole office quit and in the process the new staff lost my previous information. Then, someone read my application but forgot to process it, leaving me on eternal hold), and untimely communication. I had to send multiple emails (which almost always went unanswered) and call multiple times (maybe 30% of the time someone picked up. If nobody picked up, I would never get a response back), and my roommate had to talk to the leasing office multiple times to ensure I could move in by the time I needed, as I was moving from a different city. I figured once I moved in, all would be okay. I was wrong. In the few weeks I've lived here, multiple packages have been stolen, cars have been broken into, and a shooting occurred next door. When asked about how *********** would ensure our safety, the property manager responded with "What do you want me to do?" Due to an apparent lack of safety and stagnant property management, my roommate and I have inquired about ending our lease early. We have now emailed the leasing office twice to start this process and have gotten no response back. We will likely have to go to the office in person when we both have time off to get any sort of answer. At this point, we just want to leave the apartment complex as soon as we can get a new place. The lack of communication and safety is unacceptable for a property of this size.

  

  Business response

  07/26/2023

  Thank you for taking the time to share your feedback about your experience at ***********. We sincerely apologize for the negative experience you've had during the leasing and moving-in process. We understand that effective communication is imperative to ensuring a smooth experience for our residents and we regret that your experience does not reflect that. Please know that we are committed to our residents and our Property Manager will be in contact with you before the end of the day to discuss your concerns. Thank you again for sharing your experience with us, and we look forward to working towards resolving these issues promptly.

  Customer response

  07/27/2023

  [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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around June 2023 I and my fiancé who reside at *** ******* ***** ***** *** sign a lease for 11 months for the amount of $2367 on June 05 2023 then the rent was supposed to be $1588 but on July's rent we were charged $2891 and was reduced to $2147 when rent was supposed to be no more than $1800 I have attachment of the above if need

  

  Business response

  08/15/2023

  Hi ************, thank you for providing this feedback. We have reviewed your account ledger and can confirm that the rent amount being charged is the $1556 agreed upon rate, however, there are additional recurring fees (included in the agreed renewal offer (trash, buidiling facility fee and zero deposit fee)) in addition to your monthly pet fee and water/sewer bill. If you have any additional questions, please feel free to contact us directly at the Leasing Office as we would be happy to review your resident account with you in more detail. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, Your current property management company is violating HUD as well as resident rights. Theyre currently targeting a specific person daily. Please contact me immediately via email or phone. This is regarding your property located at ************************************************************* to resolve these matters. For the safety and well-being of all residents and guest.

  

  Business response

  07/27/2023

  Bonaventure is the owner of ************** apartment community located at ************************ We employ a trusted and experienced third-party, ******** Management, to oversee the day-to-day operations of the property. Strictly adhering to Fair Housing Laws and HUD policies is top priority for both companies as these rules are essential to our ability to operate successfully. We take any allegations to the contrary very seriously. After thoroughly investigating Mr. ******* claims, we determined with full confidence that they are unfounded, meritless and irresponsible. Its important to note that **************** is a disgruntled former employee of ******** Management. Unfortunately, this individual has caused on-site property disruptions requiring police intervention since their termination. He has been issued a cease and desist letter by their attorneys. Our collective focus has, and will always remain, on operating as a responsible corporate citizen, upholding the law, and providing residents with a high-quality living experience.

  Customer response

  07/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Thank you for your prompt response. While we appreciate your efforts of a thorough investigation, we find it concerning that you haven't reached out to us directly to discuss the matter further. We believe open communication is crucial to resolving any issues.
  Regarding the contract, we have witnesses and documentation to support our claims. Our contract with your management company was well-documented and even acknowledged by your representatives. We encourage a review of the evidence to gain a comprehensive understanding of the situation.
  Regarding ******************** termination, it occurred shortly after he reported a serious crime repeatedly taking place on your property. Unfortunately, the termination brought upon him immense distress and harassment. Your management company went to great lengths to make him feel unwelcome, even while he was still a resident at The **********. The act of recording private conversations with his friends further escalated the situation. These incidents have been well-documented and have been shared with both attorneys involved.
  We believe your management company's actions suggest targeted harassment towards ****************, especially with the attempts to go after his alleged company. This adds weight to the claim of retaliation against **************** for reporting a crime, which falls under the category of "whistleblowing." As a protected class, his termination may be considered a federal crime.
  We understand you may wish to communicate directly with ****************, and we welcome that approach. However, we also request an apology for the comment made in your initial response. ******************** actions were not irresponsible; they were borne out of genuine concern and the desire to ensure a safe environment for everyone.
  We are open to constructive dialogue and believe that a federal investigation may be necessary to shed light on the validity of ******************** claims. We hope to find a fair and just resolution to these issues and prevent further escalation.
  Lastly, we were completely unaware that your management company continued to subject **************** to harassment by involving law enforcement. This information comes as a troubling surprise to us, as we were not informed of any such actions being taken against him. We believe it is crucial to address this matter promptly and ensure a fair and respectful treatment for all parties involved.
  Thank you for your attention to this matter, and we await your response to move forward towards a resolution.
  
  Regards,
  
  *************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After residing at ************ ****** for over a year, I moved out on 01/25/2023. However, it has now been 45 days since my move-out date and I am yet to receive my security deposit. This is a blatant violation of Virginia law which stipulates that landlords must return the tenant's security deposit within 45 days of their move-out date. Despite receiving my final move-out statement, I was shocked to find that I was charged a $150 apartment cleaning fee and a $65 carpet cleaning fee. I had personally cleaned the apartment and had it checked out in person by the property staff, yet these cleaning fees were still applied. This is a clear attempt by the landlord to unjustly deduct money from my security deposit. I recorded the entire checkout process with vocal consent from the property staff who carried out the checkout with me. I immediately sent an email inquiring about these fees when I received my checkout statement but received no response. It is unacceptable that the landlord has failed to provide an explanation for these deductions and the current whereabouts of my security deposit. This entire ordeal has left me feeling frustrated and disappointed with the treatment I have received as a tenant. I implore the landlord to rectify this issue promptly and return my security deposit without further delay. Otherwise, I will find legal help.

  

  Business response

  04/07/2023

  Good afternoon, thank you for reaching out to us. We regret to hear that you have had issues regarding the move-out process at our community. Please note that the payment was processed and sent via USPS on February 10th. However, as of today, the check is still showing as pending on end. Our onsite Manager has contacted you to confirm the forwarding address and you have confirmed that you received the payment. The apartment and carpet cleaning are standard charges with each move-out. We do have a note in our system that the carpet cleaning fee was discussed with you during the move-out inspection. We have decided to credit back the cleaning fee and we will resubmit your final move-out statement with the corrected refund amount. We hope that this additional context answers your question. Should you need any additional information, please do not hesitate to contact us at the Leasing Office.

  Customer response

  04/11/2023

  [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

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction 3/5/2023 ( $1,981.00)The business is responsible for providing a safe and stress free place to live, instead it has been complete emotional distress. The nature of the dispute is having to pay rent to this company and not having things fixed and living in an unstable place. I left my apartment to enter the garage to leave the property and was trapped inside, along with the rest of my neighbors. We called and emailed maintenance and the property manager and they did not seem interested or concerned in the issue. People have to go to work and make a living, not to mention what if an emergency happens?The property or the management has not tried to fix this issue.

  

  Business response

  04/03/2023

  Thank you for reaching out to us. We strive to provide an exceptional living experience to each of our residents and we regret that your recent experience does not reflect that. We were made aware of the issue on March 5th and our Maintenance Technician did respond to the original call and was able to get the door open. Later that night, around 7:00pm, a resident manually closed the garage which caused it to get off track. Our team was unable to get the garage door reopened until around 8:30am the next morning. Due to the issue, we are having to replace the entire door, which is in process. The door will have to remain open until the replacement is installed. Though the door was malfunctioning for just over 12 hours, as a courtesy for the inconvenience, our team has already issued you a credit to cover both of your parking spaces for more than 1 day. We hope that you accept our apology for the inconvenience and we look forward to completing the install of the replacement door as soon as possible.

  Customer response

  04/11/2023

  [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

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Lease start date was 04/18/2022.The lease end date was 01/17/2023.My notice to vacate was given on 12/06/2022.On January 5th 2023.I was charged 2,312.99 for January 's rent.The management office stated the amount was based on month to month Rate..My lease expired on January 17th. I should not have been billed the month to month rate.Prior to my lease end date(January 17th 2023...On February 1st 2023.I was charged 501.32 for 4 days(1st-4th).I turned all my keys in on 02/03/2023.431.14 was for rent.67.74 was for fees.On February 16th.I received another bill in the amount of 277.46.Of that amount. $20.43 was for trash removal.As of February 3rd 2023 there wasn't any trash to be removed.My apartment was thoroughly cleaned and all trash removed.In addition to that I was charged $9.95 for rent plus.Which I did not ask for.It was to be applied,only upon lease renewal.I vacated the apartment on the 3rd of February 2023.$107.00 was charged for 1st of February 2023.Which was included in the $501.32 paid on the 1st of February 2023.According to my calculations,I have been overcharged around $900.00.

  

  Business response

  03/29/2023

  Thank you for reaching out. We strive for each of our residents to have a superior experience at our communities and we regret that youre move-out does not reflect that. We do have that your lease started on April 18, 2022 and ended on January 17, 2023. Per the signed lease agreement,you are required to provide a 60-day notice of your intent to move-out. We received your notice to vacate on December 6th with the intention of moving out on February 3 (past your actual lease contract dates). Since you provided notice that went past your lease contract date, you are subject to MTM fees from January 18 through February 4th (required to provide a 60-day notice so you were charged for February 4th to complete that agreed upon notice). The trash removal charge was not for trash left in the apartment but instead a prorated amount from your monthly trash utility fee. The cleaning fee was for our standard carpet cleaning of $75 (estimate from our carpet cleaning contractor attached). ******** is an optional program, but our records do not indicate that you opted out of this program. We appreciate your time at your community, and we hope this helps answer your question regarding your final bill. Should you need any additional information, please contact us at the Leasing Office.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I rented from Bonaventure for in an apartment complex , the ******* at ********** in Chesapeake for 1 year. When I moved out , I had the apartment professionally cleaned . They did not do a walk through with me. 7 days after I moved out , they sent me a notice that they want me to pay $130 to clean the apartment claiming there was grease behind the microwave and soap residue in the bathroom. They want me to pay $130 . This was 7 days after I moved out!!! First I cleaned the house professionally, second, they did not do a walk through with me, how can I know that no one else caused the “grease behind the microwave @ and other things they claim it was dirty. I had professional cleaners clean the apartment and I saw the clean house I. My own eyes . What they are claiming is not true.

  

  Business response

  03/07/2023

  Thank you for reaching out to us regarding your time at The *******. We regret to hear that you have experienced issues with the move-out billing. We do encourage our residents to be present for their move-out inspection, at their request. Our goal is to complete all inspections and final billing within 7 days of the move-out. While we do understand that you paid for a professional cleaner, it was not completed to our standard (photos attached) but we have decided to refund you $50 of the $130 cleaning charge. Thank you. 

  Customer response

  03/15/2023

  [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,
  
  *********************
  

  Customer response

  05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I previously filed a complaint against this business and I accepted the resolution for them to refund $50. Till now no one has contacted me and I did not receive the refund . Thank you

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

  

  Business response

  05/05/2023

  Good afternoon, please accept our apologies for the delay in processing the $50 refund. We will be sending the check via ***** today (May 5, 2023). I've included the tracking information for your reference (************). Thank you for your patience while we worked to resolve this issue. 

  Customer response

  05/15/2023

  [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

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a current resident of ********************* owned by Bonaventure. I moved in on 9/16/22 and I have had nothing but issues since move-in. I got a call on September 15th around 5pm stating that my apartment (***) was not "move in ready" and they didn't want to place me in that apartment due to it not being properly cleaned. I was assured although my original apartment was not ready there was another unit (***) that was "move in ready" and they would switch my lease over to that apartment. I had to call and switch lights and my mail forwarding. The apartment appeared to be in great shape upon the walk through. Upon actually getting everything in and actually spending the night in the apartment I realized there were numerous things wrong in this apartment, but I just decided to put in maintenance requests for everything assuming they would be taken care of. Some of my issues were: didn't have the correct spare key to apartment (they actually didn't even have a spare key, they had to make a copy of the one I had), was given the incorrect mail key, toilet would not flush (I had to take the lid off every time I used the bathroom as well as my guests) and tap on the black piece to make it flush, microwave handle was broken, constant flickering lights in bathroom and kitchen, peephole was cracked and couldn't see out of it, threshold under the door was practically torn up, mold in the bathroom, light in laundry room worked randomly (I currently still do not have a light in the laundry room).The main issue I am dealing with now is mold. I have attached pictures of the constant issue of mold in my apartment. Every time "they find the leak and fix it" the mold comes back, and this is the third time I have reported this. And now since they actually started to investigate and take me serious about the mold issue that they "fixed" multiple times, they decide to leave the entire ceiling over my shower uncovered so I have to shower with a visible mold exposure in my face.

  

  Business response

  01/07/2023

  We're sorry to see this review. Although it happens infrequently, we never like to hear that a resident is dissatisfied with our service and their experience at our community. We strive to make our residents happy and want our community to be a place that everyone loves to call home. Please be assured that your concerns matter to us. Kindly contact us at [email protected] to discuss your feedback and how we might regain your confidence. Thank you.

  

  Business response

  01/26/2023

  We understand your frustration and are truly saddened to hear about your experience. We reached out to our team and was informed about the timeline of your repairs. With extensive repairs, such as leaks, pinpointing the problem area can take time and we appreciate your patience as we addressed the issue. It was noted that the repair was completed on 12/16/22. If you are still experiencing any issues, we hope that you will reach out as soon as possible so that we can assist you. We attempted to reach out to you directly and left a few voicemails since then to ensure that you were satisfied with the repair. Kindly reach out to us at [email protected] to discuss how we can regain your confidence and turn your experience around. We hope to hear from you. Thank you.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was induced into terminating my lease under misrepresentations by several of the leasing agents in the leasing office, on several different occasions. The agents represented to me, that given my over two year tenure in the community, and for that matter in the same exact apartment unit, that I would be assessed a one month's lease break fee, instead of the two months fee. This was confirmed to me several times in person before I moved out, and then several times on the phone after I moved out. Thereafter, the company sent me a move out bill with two month's of rent as a lease break fee on top of the two months of rent incurred by way of the required 60 day notice, during the majority of which I was not in the apartment.The leasing agents then said they talked to corporate who disregarded all of the misrepresentations made to me and would not be revising my fee. I lived in the apartment for over two years, and then a few months on the newly renewed lease. The total sum I will end up paying in regards to the lease will be a majority driven by my moving out, rather than living there.I would like for the company to accept liability for the misrepresentations made by its explicit agents, the leasing agents, and reduce my fee to as was represented to me. I was induced into cancelling my lease, under false pretenses to me. It is fraudulent and truly shows the character of the company to not accept responsibility for properly training and educating its agents.

  

  Business response

  12/06/2022

  Thank you for taking the time to share your insight from your stay at The Encore. Please be assured that we take resident feedback very seriously and work toward every opportunity to help improve our resident experience. We're sorry for any miscommunication you experienced. We reached out to our Regional Manager and was pleased to hear adjustments have been made to your account. Our team will send you over this information with more details. If you'd like to speak with someone immediately, please reach out to us at [email protected]. Again, thank you.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon, I just wanted to keep you in the loop since the only time I get help is went I contact you. I forwarded you past emails. As you can see not once has anyone contacted me first concerning anything. It’s evident that I paid an application fee in hopes of moving in. Despite the delays my documents show that I have always been willing to send staff members whatever documents they needed from me and made no fuss about building delays. I get the application fee is non refundable, but to what extent. I believe a judge would feel like this place is running a scam to take application fees/personal info. I’m sure you all are legit, but in my case it looks as if I paid my money, but no service was actually provided (just the run around). People make deposits & pay companies with the intention of getting something out of it/ that a service will be provided. I have not gotten anything out of this process. I have given them all my personal information with little info back in return. The grant info was on the apartments website in May, but still no answers in October. Please see my last email attached. Thank you for always helping me get in contact with staff! Sent from my ****** From: ****** ******* Date: September 30, 2022 at 5:23:03 PM EDT To: **** ***** , ******** ***** Subject: Fwd: Last pay stub for Aug Good evening, I believe I have resent you all every thing I have sent this month. If I find more I will resend it to you all. Please review the contact info of the individuals who can verify my employment on my previous email. If you have tried to contact them already please let me know. I will supply you with more contact info from individuals who work for the district. I was really hoping to have a good relationship with my landlords. This back and fourth since May/June has been a bit much for just an apartment.

  

  Business response

  11/15/2022

  Date: Tue, Nov 15, 2022 at 3:03 PM
  Subject: Missed Complaint
  To: *********************** <******************@mybbb.org>
  Cc: *************************** <***************@mybbb.org>
  
  Hi *****,
  
  IComplaint ID:  ********
  
  Response:
  
  ******, we're sorry you've been having frustrations during your time with us. Please be assured that we take your feedback. We reached out to our regional manager and was pleased to hear that you have been assisted and confirmed that your concerns have been addressed. Please contact us directly at [email protected] should you need further assistance. Thank you.
  
  Best,
  
  **** *****  | Social/ORM Specialist

  Customer response

  11/15/2022

  [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:

  Good evening,

  I hope all is well. I received an message on this website that I would be getting my money back. At this time I am still waiting on my check. I attached a screenshot of the message from the business. It would be a waste of my time to go back and fourth with them about my application expiring. I contacted them at least once a month and no one mentioned my application expiring until I contacted hire management. They never reached out to me first about anything. I have documentation of everything, so at this time I just would like them to give me my money back. 

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

  Customer response

  12/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ****** ******* <***************@*****.com>
  Date: Wed, Dec 28, 2022 at 1:07 PM
  Subject: Re: complaint #********
  To: ***** ****** <*******@mybbb.org>
  
  Good morning,
  
  I hope all is well and you enjoyed your holiday weekend. At this time I have not received anything from ******* *****. 
  

  Regards,

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

  

  Business response

  01/07/2023

  We're sorry to see this feedback. Please accept our apologies for your frustrations. We truly want to make this right. We see that a refund was done on 10/24/2022. If you still have not received your refund, please contact [email protected] as soon as possible. Thank you and we look forward to resolving this issues.

  

  Business response

  01/17/2023

  The document attached shows a refund for the application fee was returned and accepted. If you applied again after this refund, please contact [email protected] as soon as possible so that we can further assist you. Thank you and we look forward to resolving this matter.
  

  Customer response

  01/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ****** ******* <***************@*****.com>
  Date: Fri, Jan 20, 2023 at 4:29 PM
  Subject: Fwd: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: ***** ****** <*******@mybbb.org>
  
  Good evening, 
  
  I hope all is well! This refund was back when they said I met the income requirements then they said I did not, so they refunded my money. I paid another deposit fee later in the year because I was notified their income requirements changed. They have not paid me back for this second mix up. I paid $50 to re-apply. This time they approved me and I received no apartment. They should see two payments from me and two applications on file. I am requesting a refund for the last application. Thank you for your help with this. It’s sad they are acting like they paid me for my second application. I really wanted to live at this place because it is down the street from my job. 
  
  Regards,
  
  ****** *******

*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. ↩