Complaints

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:12/05/2022

  Type:Service or Repair 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.

  We moved out 10/17 and had no balance and per rep at ************, on 10/1 our balance was 0. We paid our utility bill and a credit was also applied. 10/25 we were charged 2 separate "prorated fees" for 9/17-9/30 as well as 10/1-10/17. When I called and asked for an explanation I was told originally that we did not owe it and there was an issue when they switched billing companies. The second time I called, the rep told me that I needed to show proof I paid... I let him know we had lost access to the portal which is how we would see our ledger, he told me to figure it out and then submit it once I do. I followed that phone call by calling ********* directly, The person I spoke to said that I made payments on 9/19 & 9/23 which reflected a 0 balance on 10/1. She also said she saw we paid our utility bill which again, leaves our balance at 0. She said she had no idea why I was charged 2 separate fees on 10/25-- 8 days after we vacated the property. Considering nobody knows why I owe the balance and nobody can give an explanation, I am not paying it. It is also a huge red flag that residents get hit with a balance after moving out that nobody can justify. Plus, they never answer the phone which does not help the situation at all.

  Business Response

  Date: 01/18/2023

  ---------- Forwarded message ---------
  From: ******************************* <**********************************************************>
  Date: Tue, Jan 17, 2023 at 12:51 PM
  Subject: Complaint ID ********
  To: [email protected] <[email protected]>
  

  
  

  This email is in response to ********************** question regarding the charges to her account.  The residents lease expired on 9/14/22 and they submitted a notice to vacate for 10/17/22, 28 days beyond the lease expiration.  The residents were notified on June 29, 2022 that if they chose not to renew the lease, the month to month rate would take effect on 9/15/22.  The prorated charges that the prior resident is referring to are the month to month charges for the last 11 days of September and the first 17 days in October.  The charges are noted as month to month charges on the move out statement, there is a detailed note at the top of the move out statement further explaining these charges and when the prior resident contacted the management office and asked about the charges, the manager explained that this was the month to month fee.  

  If you need any additional information, I am happy to assist. 

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

  Regional Manager  | Gates Hudson

   3020 Hamaker Court | Suite 301 | Fairfax | Virginia  | 22031

  (o) ****************** | (f) ************

• Initial Complaint

  Date:12/01/2022

  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.

  Apartment Lease Termination Security Refund: ************************* **************, **.On 10/01/2022 with onsite management personnel, I turned over keys and vacated the apartment same day, 16 days before the required date of 10/16/2021 to vacate. I gave my forwarding address for deposit. My 60 day written notice was given in writing prior to vacating and my walk through was completed. I was required to pay the partial months rent till October 16th lease and did so upon returning keys. I called the site a week later to ensure that walk through was completed and ensure there were no deductions for maintenance since I left the apartment in prime condition. I was told there were no deductions for apartment but the month of Octobers water bill was deducted and I was charged for retroactive bill therefore, my $1560.00 deposit was reduced to $1487.70 and it would be sent to my again confirmed new address. I called ***** at the office starting November 1, 2022 to try to get some idea if this deposit was being processed and when I could expect it. Per my lease terms within ***** day. On each call (4) to be exact I was told they had no information from cooperate (Gates Hudson) on my deposit status except that the same previous information was correct and i would receive the $1487.70 within ***** days. On day 44 I was told to email the property manager and call Gates Hudson directly. I email the property manager ***************** regarding my $1487.70 security deposit. On November 26, 2022. I followed-up with ***************** again since cooperate never called me back. On November 28th I was called by ***** which stated she had reached out several times with cooperate and had not received any response. I called again to Gates Hudson and left my 4th voice message with no response. It has been 46 days since original lease day end and 60 days since move out and I still have not received my security deposit refund. Gates Hudson is in violation of the law and I want my money now

  Business Response

  Date: 02/20/2023

  *******,

  We are sorry for your problems with your deposit. We submitted for your security deposit to be reimbursement on 11/29/2022.  Check #**** was cut for the amount of $1,487.70 on 12/1/2022.  It was mailed to P.O. ****************************************** and there was no further indication that the reimbursement was not received by you. If this problem has not already been resolved please contact our corporate office at ************.

  *********************, Regional Manager

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair 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 sent a maintenance request on July 25, 2022. I began to experience leaking coming from where the water heater is located and only maintenance has a key to access. At first, the way the unit was built, the kitchen is slopped down on a hill so it appeared the leak was coming from under the fridge at first. 2 weeks go by with no answer to the request and the leak gets worst. I called the main office at least once a day during those 2 weeks being told they will past the info along to maintenance. I have an 18 month old and not knowing where the leak was coming and the duration of the leak was starting to worry me. Maintenance finally comes on Aug 10. Fixed a pipe that got loose, left a fan to dry up the area and said they would return the following morning to retrieve the equipment. They never returned and the leak started back up and covered the entire kitchen floor. I emailed the property manager on Aug 16 stating the issues, also requesting to be transferred to a different unit and was told I would have to pay $500. Maintenance return on the 24th after sending out another email on the 23rd, fixed the leaks once more, and retrieve all the equipment. On Aug 31 I noticed mildew growing on one of the lower cabinets and baseboards where the water from leak sat because it was so much water leaking for weeks. I immediately called and went to the main office and was told the property manager was out of office. I sent an email on Aug 31st and received an email back in Sep 2nd that a contractor would be out to replace the baseboards. No one has came out yet and now my refrigerator is going out. I put in a requested and called maintenance directly. They came out the same day and said they would be back the following day with a new refrigerator. This was last week and I still havent received a new one. I had to throw out food and delay grocery shopping because of this. I know theyre short staffed but the ongoing problems and spending so much in rent is a lot.

  Business Response

  Date: 02/20/2023

  Hello ******,
  
  Thank you for your review on BBB. We understand how frustrating it can be for maintenance repairs not being fixed in the appropriate time; however, I am pleased that we were able to schedule our contractors to come to your home to review and take care of the maintenance concerns as top priority in your home. The BBB review requested completion of repairs and adjustment on the billing if the concerns were not taken care of; however, In the event of repairs not being up to standards, we would have provided a credit to your account for the inconvenience this has caused. I would love to connect with you to ensure that you are happy in your home. Again, we certainly apologize for the inconvenience this caused you and if there is anything you need at all, please let us know. I can be reached at ************. Take care!

  
  *******************************, Property Manager

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair 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 originally applied for an apartment at ********************* on July 5th. A 2 bedroom with a den for myself and two children. I had to be out of my home in another city by the end of July. It took ten days for my application to be even opened. The office never one time answered the phone or emails. I had to contact the regional office at Gates Hudson every time just for correspondence and that was so minimal every time. The effort was never there. I was approved and paid a reservation fee of $200. My move in date changed 5 times. Maybe 6. I have been staying with my mother and have had to pay storage and moving fees and will have to again when I can finally move. My daughter starts school next week and still we dont have our home . I never was told the home was actually unavailable until 12 days ago. The woman ************************* I had been getting help from no longer was with the company when I reached out again. A new regional manager, ************************* took over and assured me he was going to fix it. I updated him and he told me he had plenty maintenance and my unit had a leak but will be ready the next Friday. Well the manager finally got in touch with me from the actual office that Friday and told me my place was no where near ready and all I got was a sorry no one told me anything until now. Wasnt it her responsibility? Im confused. She tried to offer me a smaller floor plan with no den I told her it wont work I want what I applied for. She said she would put a rush on repairs and it would be ready the next Thursday. Well that is today, and sure enough I called to follow up yesterday and my place is nowhere near ready. I was offered the same apartment again and told her I just told her last week I dont want that. Now I am being promised another Date. Next Tuesday the day before school starts which, how should I believed isnt another lie? There is no accountability or regard for ruining my kids and I quality of life. I have wasted time I cant get back.

  Business Response

  Date: 02/20/2023

  ******,
  Thank you for your review on BBB. We understand how frustrating the move in process has been for you; however, I am pleased that we were able to move you  into your permanent home. The BBB review requested we refund you the reservation deposit if  the home was not available for move-in; however, you have established residency since then. In the event you did not become a resident, we would have provided a  refund based on the experience that you could not move in. I would love to connect with you to ensure that you are happy in your home. Again, we certainly apologize for the inconvenience this caused you and if there is anything you need at all, please let us know. I can be reached at ************. Take care!

  
  *************************, General Manager

• Initial Complaint

  Date:08/11/2022

  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.

  I vacated an apartment on 3 JAN 2022. In April 2022 I received a notice from Gates Hudson charging me for the replacement of carpeting on 14 APR 2022. Gates Hudson is asking me to pay for improvements to the unit over 90 days after I vacated the apartment. Virginia requires a move-out inspection be conducted within 3 days of tenant vacating the property - this was scheduled for January 4. The landlord should provide the results of the inspection and a detailed statement of additional charges within 45 days. Neither of these were done. Instead, Gates Hudson is attempting to charge me for activity 3 months after I have moved out, after returning my security deposit.I have responded, in writing, multiple times to Gates Hudson about this matter, and have received no response. Instead, my wife and I continue to receive phone calls, but no one who calls has any ability to address the issue. It seems more like harassment than anything else.

  Business Response

  Date: 02/21/2023

  Dear ******************,
  
  We wanted to reach out regarding your concern regarding the damage charges for unit ****-***.  You physically vacated on January 3, 2022, however you were rent responsible through till the end of your lease agreement, February 1, 2022.  The move out statement was completed and submitted to our collection department on February 21, 2022, which falls within the 45 day period you stated.  The carpet replacement charge was for the difference of the life expectancy of 5 years, therefore you were only responsible for 19 months of the remaining carpet life.  Please feel free to reach out with any additional questions or concerns.
  All final inspections and charges were completed within the required move-out period.

  Customer Answer

  Date: 02/23/2023

  [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:

  I must challenge the assertions made in the response from Gates Hudson. Specifically: the notification to tenant of additional charges was made within the required 45 day period.
  While I agree that legally the termination date of tenancy is February 1, 2022, I was not notified of additional charges until April 14, 2022. This is over 60 days after the date of termination of tenancy. The internal communications which are described as occurring on February 21, 2022 do not constitute a written notice to the tenant. Further, nothing in the information received indicates the move out inspection was conducted within 72 hours of delivery of possession of the unit.
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/27/2023

  If you would like to discuss this matter further please reach out to our corporate office at ************ or or here *****************************************************************************.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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.

  July 14th was my move in date to ************ apartments. I performed a walk through and completed the checklist. The following day, July 15th, I submitted my checklist, along with photos via email to the leasing office. I was advised that by the time I moved in on July 23rd, all issues would be resolved. I checked daily on these issues beginning July 16th, and never saw my concerns being addressed.

  Business Response

  Date: 02/20/2023

  ********,

  After reviewing your work requests in our system, all repairs are showing as having been completed. If you have anything else that needs to be repaired please contact the leasing office to discuss any outstanding issues.

  ***************************, Regional Manager

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair 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 signed a lease with ************** (a Gates Hudson Property) on May 24th. They backed out of the lease saying that the tenant was deciding to renew on June 6th. After not returning my phone calls about other apartments in the community, I finally got in touch with the property manager who said she would refund my application fee and fee to hold the apartment (total $149.00). This conversation took place on June 20th. She said I should receive the check in **** business days. I have yet to receive my money. I have not heard from the leasing office at all and every time I call no one answers the phone.

  Business Response

  Date: 02/20/2023

  ****,

  After you applied and had executed the lease the current resident decided that he wanted to renew his lease at the last minute. We contacted you to let you know the situation and gave you two other options. Unfortunately, the apartment you originally wanted was $1,710 and the other two apartments were the bigger one-bedrooms and were starting at $1,815 and $1,955. When you informed us that this was more than what you wanted to pay and wanted us to honor $1,710 on a bigger unit we informed you that we were not able to do that. Because of this we refunded you back the $100 reservation fee but never told you that we would refund the application fee as it is non-refundable. You were refunded the $100 reservation fee and the check cleared our bank on 08/31/2022.

  Sincerely,

  ************** Management

• Initial Complaint

  Date:07/19/2022

  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.

  We recently vacated a property and post vacancy were assessed fees that are unjustifiable. Landlord failed to provide an itemization of charges within fourteen days of vacancy Landlord is claiming charges that were not cataloged during the move out inspection - Carpet Replacement: $318.34 - Apartment Cleaning (Left Dirty): $140.00 - ************** ******** was discontinued 5/26): $47.36 We disagree with the list of damages the landlord claims we owe, and the extra utility charges are in conflict with the disconnect date.Seeing as we have relocated to a different part of the country, small claims court is not a viable option.

  Business Response

  Date: 02/20/2023

  To whom it concerns.
  
  We did speak with the tenant shortly after their move out and they have paid.  The notice below indicates they would vacate the premises on june 30th so shutting of the utilities on 5/26 in advances transfers them to the landlords name and we were billed so that bill was passed back to the resident for the time we did not possess the unit.  Additionally below there are several pictures from the move out inspection that we went over when we contacted the resident.  As you can see several items were left in the apartment and the carpet had stains that could not be removed.  Also attached is a copy of the invoice showing the flooring and the carpet were brand new prior to the resident occupying the unit.  As you can see we paid ****** for the carpet when it was installed and only billed them for the remaining years of life it should have had.

• Initial Complaint

  Date:06/23/2022

  Type:Order 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 an active-duty Marine, former tenant aboard *************************************************. I lived in the apartment with my active-duty spouse, ************************* (we both paid our rent via military allotments). I received permanent change of station orders to ************** no earlier than 1 June and no later than 1 July 2022. I stopped my military allotment from the Defense Finance Accounting System (DFAS) for the month of ***, but the system did not process in time, charging me for the month of ***; in which I had already departed the premises. As per the attached e-mail from ***************************, my state of residency on 29 April 2022, was "moved out". Upon being charged, I contacted DFAS, who told me that the funds were already released, but I could simply contact The ***** management, to be reimbursed. Upon contacting The ***** management, I was informed that my spouse had a remaining balance (known to be hers, due to our different line accounting numbers associated with the allotment transfers). I requested to be issued a reimbursement and was told that my funds would be held until my spouse paid her owed balance. My spouse and I legally separated, and then she paid her balance. Today, I called Ms. **** (the Assistant Manager), who informed me that the paperwork to remove me from the lease on 29 April was done incorrectly, and they should've never let me out of my lease, without filling out a form for my wife to maintain the residence; therefore, due to the leasing office's negligence, I will not be reimbursed the ****** I was charged for *** (a month that I no longer resided in the premises). Moreso, I was informed that my spouse still had an around $180 debt. I was told I should reach out to my spouse for reimbursement. Upon this notification, I talked to ************ base legal, who informed me to use this BBB method first, and if it didn't resolve this issue to pursue legal matters. Ms. **** also previously lied to me and said upon both move I'd be reimbursed.

  Business Response

  Date: 02/20/2023

  Dear **********************,

  We are very sorry to hear about your frustration on this. Please note according to the lease agreement all parties are equally responsible for the lease agreement. The management received your notice to vacate on April 29, 2022 and as per lease agreement, both parties never signed a roommate release form and the notice to vacate was cancelled. Later we found out that you and your spouse ************************* were going through a divorce and she gave notice to vacate to be out by May 16, 2022. We received funds on June 8, 2022, which covered most of your previous balance, and you still owe $150.95. Please feel free to contact *****************************, Property Manager at ************* or email ************************** for further explanation.

• Initial Complaint

  Date:06/03/2022

  Type:Service or Repair 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'm a tenant at ********* manor apartments since May 1st, 2021. Evey since I moved in my rent been paid on time and I haven't had no problems with my unit or the leasing office until April 21st, 2022. On April 21st, 2022 my bathroom flooded and it traveled from the bathroom to other parts of my apartment,I couldn't use the bathroom or anything. I called maintenance more than five times that day and I found out my unit wasn't the only one. I left that evening and returned on Friday, April 22nd, 2022 to remove all my things that was damaged, I thought I had rental insurance but learned I had liability insurance instead. While I was there the contractors were there to remove the wet carpet and I was told it will have to dry before placing new carpet. On Tuesday, April 26th, 2022 I went to my place and saw the fans were still in my unit and I talked to someone at the leasing office to see when my apartment will be finished. So basically I was out of my apartment for 17 days ,I spent money out of pocket for hotel stay,I asked if they could place me in another unit until mind was finished. My rent was paid for April and I wasn't in there the whole month, I went back to my place on Monday, May 9th, 2022 and since then I been asking for a rent adjustment for the days I wasn't in my unit or to pay for my hotel stay. All I'm trying to do is move forward so I can continue to pay my rent on time from this point on. If someone would've reached out to tell me something that will be okay but nobody has called me back yet or adjust my rent. I really appreciate if someone could please help me with this matter, thank you.

  Business Response

  Date: 06/24/2022

  Dear Dispute Resolution Team:

  Gates Hudson has reviewed Complaint # ********. Upon review of the concern, the following has been determined:

  When our office was notified of flooding from an adjacent apartment home, the team immediately took measures to mitigate damage including pulling up carpet in affected areas. Unfortunately, some carpet needed to be replaced and since the new carpet would not match the existing, our team replaced carpeting in the entire home. Gates Hudson covered the cost to have the residents furniture moved so carpet could be installed throughout the apartment and has also reimbursed the resident for hotel expenses.

  We find this matter has been sufficiently addressed. The complainant may contact the property manager or the Gates Hudson corporate office with any further questions or concerns regarding this matter.