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:09/01/2024

  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.

  Prepaid for 6 months plus deposit for new office space with Landmark Real Estate Management. Retrieved keys early on Friday 30 August, all worked fine; come Day #1 of my lease Sunday 1 September my exterior access is denied by the building's security company. Nobody at their after hours maintenance line has any idea what to do or can provide an ETA/SLA. Literally unable to use space I've paid for.

  Business Response

  Date: 09/03/2024

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

  We are so very sorry for the huge inconvenience of your electronic keys not working over the weekend and the lack of a prompt resolution. Our commercial manager will be reaching out to you directly today to ensure the key issues is fully resolved, we will also be reimbursing you for the day you were unable to access your unit.

• Initial Complaint

  Date:06/12/2024

  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 have water damage in my bathroom, causing the flooring under the bathroom to rot, the paint to peel and crack, and the corner of where the ceiling and wall meet was soft enough from wetness that a qtip poked through it. I informed Landmark August 2023. A work person came in, told me that the bathroom needs to be gutted, and that Landmark would be in touch. I didnt hear back from Landmark and I got busy with life. The toilet continued to become unstable, and began to leak water and a brown material that smells of sewage around the base of the toilet. There is also holes slowly forming in the laminate flooring from the wood being soft beneath, and dark patches visible in the floor. In April Landmark wanted to raise my rent another $50, so I reminded them of my bathroom. They had the same man come in, then a plumber, then a repair man. The plumber stated the floor is rotten and stabalized the toilet with caulking he also cur a hole in our ceiling to look inside on May 2nd 2024 (it is currently June 12), and I am afraid I am being exposed to the inside of the walls where water damage is happening and who knows if there is mold in there. Our direct neighboring apartment had the ceiling fall through and drop sewage into her apartment into her bathroom that shares a wall with ours. We are in #*** and Landmark offered *** to us as a lease switch, which I signed. Originally they gave us less than one week to move our things in to #***, and on the day we were allowed to move in, June 23 2024, we found fuzzy white mold in on the outside of the kitchen cabinets (I have photos), the apartment smells of mildew or stale smoke or something not good to breathe in, the garbage disposal was broken, a lock on the window was missing, and the walls are dirty. I have video footage of me wiping blue marking off the door. I let them know that is not ok because rid in worse condition than ***, so they offered 103, and it smells of sewage. Landmark has taken up to two weeks to respond.

  Business Response

  Date: 06/13/2024

  Thank you for bringing these concerns to our attention. I understand the frustration you've experienced due to the ongoing issues in your apartment. Please know that resolving these matters is our top priority.
  I want to assure you that we are fully committed to promptly addressing the water damage and related issues in your bathroom. Additionally,we have presented you with two different apartment options for relocation, but unfortunately, both were declined.
  Furthermore, it's important to note that we offered you a lease renewal with no increase, which you signed. Your satisfaction and comfort are of utmost importance to us, and we genuinely appreciate your patience as we diligently work to resolve these issues.

• Initial Complaint

  Date:05/04/2024

  Type:Sales and Advertising 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.

  Landmark Bellingham has knowingly and willingly not abided by *******-Landlord law for WA state or mandatory ordinances by the CIty of ********** (***).The property manager and the property owner have knowingly, willingly and/or should have known that it was unlawful to enter into a rental agreement due the covenants ordered by the city in 2014. The city of ********** determined that the garage built on the side of the house was not 1) permitted to be built 2) did not meet Warrant of Habitability. The property owner and the *** had an agreement that the addition may stay only as to serve as storage for a *********** city has restricted use of this property to only be a duplex. In 2023, Landmark had a Bellingham approved inspector inspect Unit A & B and registered as required by ***. Landmark/ Property owner knowingly and willingly did not have Unit C inspected or registered.According to BMC 6.15, all residential rental properties (etc.) within *************** limits are required to be registered with the City (with few exceptions). This does not meet any exception. ***************************** relayed false information to the tenant and Landmark desk staff when the tenant had questions. I.E. I asked if the was backyard of duplex was communal and was told it was by receptionist after they had asked ******** the information. UNIT B informed me its their backyard. I called landmark again and was informed the yard in front of Unit C is my area to maintain. Also was told there was not a door between my unit and ***********re is in an outside door between them. I was intimated into signing sight unseen and told I must to put a deposit down and sign or else it would possibly be gone. I was desperate for housing and they were aware of that. They also canceled my view appt.They originally tried to deny for income which is illegal. ******* used intimidation via email and phone to say I signed a lease and I was stuck with this horrible not built properly garage. Theres more

  Business Response

  Date: 05/09/2024

  We are actively working with our attorney and property owner to resolve this issue. 

  We will ensure that this matter is resolved satisfactory. 

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Whatcom County, **********, landlords are required to give 120 days notice to tenants when they will be raising the rent. I was given 115 days notice. In both the rental increased notice and on the lease, it states that You must give notice to vacate twenty (20) days prior to your move out between the first (1st) and the tenth (10th) of any given month. Not signing your lease renewal will not be sufficient notice to vacate. a new lease was then emailed to me with a request to sign by February 16. I did not sign this lease as I was under the impression that I only had to sign within 20 days prior to move out as it says in both my lease and the rental increase notice. On March 5 landmark rescinded their offer to have me re-sign, and I will no longer be offered the ability to stay in my current apartment.

  Business Response

  Date: 03/11/2024

  3/11/2024
  Dear Better Business Bureau,
  We appreciate the opportunity to address the concerns raised by the complaint filed against our business.
  Firstly, we want to express our commitment to resolving disputes in a fair and equitable manner. We understand the importance of maintaining trust in the marketplace and take our responsibilities seriously in ensuring customer satisfaction.
  Regarding the lease agreement in question, we would like to provide clarification on the circumstances outlined in the complaint.On January 30, 2024, a lease agreement was initiated for the property in question, with the expiration date set for May 24, 2024. However, due to a discrepancy of 5 days caused by the month-date shortage in February and an inadvertent miscalculation, there was confusion surrounding the signing deadline.
  Due to the tenant not signing the lease by the specified date and displayed behavior during the communication process, we were left with no choice but to retract the lease and issue a non-renewal notice. We want to emphasize that this decision was made after careful consideration of the circumstances and in accordance with our policies and procedures.
  Additionally, it is worth mentioning that the tenant has inaccurately cited legal provisions in her complaint. She was duly served with a 60-day notice, which was both accurate and compliant with the required timeline.
  We regret any inconvenience this situation may have caused, but we believe that our actions were necessary to uphold the integrity of our leasing process and ensure compliance with our policies. If you require any further information or have additional inquiries, please do not hesitate to reach out to us.
  In light of this complaint, we are reviewing our lease renewal procedures to ensure clarity and alignment with local regulations. We value our relationship with our tenants and strive to provide transparent and consistent communication throughout the leasing process.
  As for the desired settlement, we are open to discussing options that would address the concerns raised by the complainant and reach a mutually agreeable resolution. We are committed to working towards a resolution that is fair and satisfactory for all parties involved.
  Once again, we appreciate the opportunity to address this matter and thank you for your prompt attention to it.
  
  

  Customer Answer

  Date: 03/11/2024

  Here is the municipal code they violated: ***********************************************

  Additionally, Landmark has failed to respond to any of my voicemail messages or emails regarding this issue. I am surprised they responded to the BBB inquiry so quickly, while they still have not responded to me. They have sent me 4 notices to vacate during this time.
  

  I was told my phone call with them regarding not having adequate time to determine if I wanted to resign my lease (17 days from the notice) was not the reason for receding my lease renewal, as that would be considered retaliation. But then they site that as a reason for termination in the letter to the BBB. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21393917
  

  I am rejecting this response because

  - They did not admit to violating the ordinance requiring 120-day notice for rent increases

  -They stated two reasons for not allowing me to renew my lease. The first is the enforcement of a deadline that is not in my lease and contradicts what was written in both my lease and rent increase letter. The second is mentioning communication issues from a phone call I had with Landmark where I tried to make them aware of the terms of my lease the the 120-day rental ordinance. Retaliation again me as a tenant for trying to exercise their rights is illegal in the *******************.

  I am concerned about more retaliation from this company.
  
  Sincerely,
  
  ************

  Business Response

  Date: 03/22/2024

  At this time the tenant has signed a new lease agreement and we have spoken outside this platform regarding our notice policy. 

  The matter has been resolved. 

  Customer Answer

  Date: 03/28/2024

   
  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.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:03/16/2023

  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.

  Assigned parking in our units is unorganized. We are given one space and the ability to rent another. My roommate and I both have cars so we need two spots. I asked our property manager over text if I could rent a certain spot, and she told us to "Park there for now. At renewal is when fees kick in". I have been parking there for the past month with no issues. This morning (3/16) I got a text from our property manager saying that the spot I was previously promised was someone else's and if I wasn't out of it within 24 hours, then my car would be towed. I let her know my confusion and instead of answering my questions, she offered to me another spot through email, saying that this new spot will be added to our account "so we shouldn't have issues going forward". Another car has been parking in the spot she offered me for a while already and I am not sure if they were given the same treatment as us as far as promising a spot and then giving it away to someone else. I am trying my best to communicate with the property manager but am unable to get timely responses. I would like to ensure a parking spot while also avoiding getting my car wrongfully towed. I am not sure if I am the only one who has gotten the threat of towing.

  Business Response

  Date: 03/17/2023

  This property has 32 two- or three-bedroom homes and only 49 parking spaces. All of which have been claimed. There are more cars registered on the property than there is parking. We are trying very hard to be fair and consistent with our approach.  We have also communicated with the residents and told them what we need to be able to assist them.  We understand they are frustrated, it has already improved a great deal since the beginning of February, and we are hopeful by the end of July almost everyone will be on a new lease so we can just very consistent in our enforcement with the bad apples and reduce the frequency in which these issues occur.

  Also, we apologize because our texting functionality on our software went down yesterday, and there were undeliverable texts back to the tenant. We will follow back up directly.

• Initial Complaint

  Date:10/19/2022

  Type:Sales and Advertising 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.

  This real estate landlord debited from our rental deposit items of damage that we (the tenenats) clearly outlined in pictures and writing on our initial damage report. This was to the amount of nearly two thousand dollars. They also failed to provide the required documents showing our deposit had been put into trust when we paid the deposit.

  Business Response

  Date: 10/21/2022

  The tenant was only charged for damages beyond normal wear and tear for items that were not indicated on the move in inspection which the resident signed off on at move in.

  Attached are copies of the move in inspection and the move out inspection. Copies of all invoices were provided to tenant as well for repairs.

  The total deduction from the deposit includes cleaning, outstanding water bills, outstanding rent, late fees and damages. The damage invoice was $785.79.

  Regarding not providing notice of where the security deposit was held in trust during the lease, please reference section 4.1.9 of the signed lease which states where the deposit is held.

  If the resident has additional documentation from the move in that we do not have on file, they are encouraged to provide that to their property manager: *************************************** so we can review the security deposit withholdings.