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:03/18/2025

  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.

  Vehicle broken into, robbed, chopped up and gas siphoned at Secure It Storage Facility 11/24. They claimed they had camera surveillance and locked gates. The business has not tried at all to resolve the problem or even call with an apology. ***** ******* is the owner and refuses to engage at all. He claims that they are not responsible per his contract. How can you sell Secure storage services, collect money, and not protect the tenant's property with the coverage you claimed to have such as a locked gate and video surveillance cameras? Supposedly the cameras were not working that day. There were at least 4 other vehicles broken into at the same time. The bandits must have spent at least 30 minutes cleaning out our RV and even siphoned the gas, how is that not noticed by anyone? Secure it has a duty of care to its tenants regardless of what their contract says they must provide the services they claimed to have when we signed up and clearly that is not the case.

  Business Response

  Date: 03/19/2025

  We are truly sorry to hear about the break-in that occurred at our facility, and we deeply understand the frustration and concern this has caused you. The security and safety of our customers and their belongings are of the utmost importance to us, and we take this matter very seriously.
  

  While we take every precaution to ensure a safe environment and aim to prevent situations like this from occurring, including providing secure access and gate security as well as video surveillance, we unfortunately do not have control over individuals who choose to break the law. While your rental agreement specifically details that your belongings are stored at the risk of the occupant and the owner does not carry insurance on the occupants stored property, we are always more than willing to partner with law enforcement to assist in any sort of investigation should you file a police report for your damaged/stolen property.
  

  The actions of criminals choosing to break the law, while beyond the scope of our control, are equally as infuriating to us and we share in your disappointment surrounding the situation. Thank you for taking the time to leave your feedback. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23084361
  
  I am rejecting this response because: they made absolutely no attempt to work with law enforcement to catch the robbers. The police wouldnt even come out to the property to dust for prints or investigate. ***** ******* made no attempt to even contact law enforcement. If they have video surveillance why werent they able to identify who perpetrated the robbery? Where in the video evidence? There are 4 others who were also victimized at the same time so the criminals must have been on the property for hours completely unchecked. Of course they quote their ridiculous contract but their issue is they didnt provide a duty of care around the services they agreed to ****************. They are bad actors and dont stand behind their business when clearly they are at fault. 

  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/19/2024

  Type:Delivery 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.

  Received a statement in mail for my daughters apartment 4 months after she moved out. Theyre trying to charge us over $16,391 for a lease which she never renewed (we have proof that it ended at end of Aug 2024), for carpet, light bulbs and batteries. Ive tried calling these people multiple times and they do not answer their phones. My daughter is going to be sent to collections now, because these people are shady and do not answer their phones.

  Business Response

  Date: 11/20/2024

  Hi ***** While negative feedback certainly is not what we strive for, we appreciate you informing us of your frustrations. In review of your account, it appears you called our corporate office once on 11/19/2024, of which we called back the same day and left a voicemail for you. We would love to connect with you to help answer any questions you have. Our office is open Monday through Thursday from 8:00 AM until 4:00 PM and Friday from 8:00 AM to 3:30 PM. Please give us a call at ************ and wed be more than happy to assist.
  

  Regarding the lease contract, we are unable to discuss the specifics of the account with anyone other than the leaseholder unless we receive authorization. Please have your daughter give us call to ********* us releasing information regarding her account to you and wed be happy to provide a copy of the lease contract in question. Have a great rest of your day!

• Initial Complaint

  Date:08/04/2024

  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 been charged by this company and have never heard of them. These charges are fraud

  Business Response

  Date: 08/05/2024

  Hi *** - This charge was for your storage unit #****** at Secure It Self Storage on Orchard in ******, ** with rent due on 8/04/2024 and autopay pulled on that same day. Lanzce Douglass is the owner of this facility, which is why the charge description on your card statement is showing up that way. We are working with our card processor to get this description updated to avoid any confusion moving forward. Please give us a call if you have any further questions!

• Initial Complaint

  Date:05/29/2024

  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.

  We signed a 6 month lease with the Quarry Apartments. In the 4th month of our lease, we found a home to buy and decided to move out. We paid our 5th month of rent (even though we vacated) and were told that if they could re rent the apartment out, we could possibly get out of owing for the final month of our lease, but that if they couldnt do that we would just have to owe the last month. We agreed and turned our keys in. The apartment complex did not re rent the apartment until ***** 30th, (which is two months after we vacated.) The accountant then invoiced us to pay for the month of *****, since they could not get it re rented and then charged us an additional $1185.00 for an early move out fee and $495 rent concession. Our issue is that we would have just paid for the last month of our lease and then turned keys in to avoid the early move out fee, BUT they encouraged us to token our keys in so that they could get the apartment re rented. When I called to ask the accountant about the fees, she very quickly told me if I didnt pay she would send me to collections, which was premature and unnecessary. I tried explaining to her that it was suspicious that they had two months to rent this apartment out and they didnt rent it until the last day of our lease. I told her I suspected that they kept it vacant and paid for because that was easier and she told me that wasnt the case, although I dont believe her. I told her Im sure there were plenty of people searching for a two bedroom apartment within the last two months, which then she told me that they couldnt get the apartment turned over because they couldnt get the carpet cleaners and apartment cleaners out quickly. I told her that wasnt our problem, but that it seemed like a long time to wait for the cleaning to get done. To sum this up, we never tried to break our contract with this business. We understood we might have to pay for ***** as well, but they are responsible for misinforming us.

  Business Response

  Date: 05/30/2024

  Hi **** We are sorry to hear of your frustration with your move-out at **********. We try to be as transparent as possible, which is why all the terms of your contract are very clearly outlined in your mutually executed lease agreement. Paragraph 35 of your lease agreement explains the Early Move-Out Fee and states you will be liable for this fee if you move out without paying rent in full for your entire lease term. Paragraph 36 of your lease agreement details acceleration and explains that all monthly rent for the rest of your lease term will be accelerated automatically if you vacate and have not paid for your contract in full. Your lease agreement ended on ***** 30th,2024 and the unit was vacated on March 3rd, 2024 with ***** rent still owing. As such, both the Early Move-Out Fee and Accelerated Rent would apply. The unit was re-rented on ***** 30th, 2024 and your account was credited back the difference.  
  

  As it relates to the concession you received, again, we try to be as transparent as possible by clearly detailing the terms of your concession in your lease agreement. The executed Concession Addendum states that if the lessee defaults on any term or condition of the rental agreement,the Lessee agrees to pay the Lessor for the concession in the total amount.Because the unit was vacated prior to the end of the contract without paying for the contract in full, the concession was charged back at move-out.
  

  I hope this clarifies and points you to the sections of your contract that are relevant to your questions. Please dont hesitate to reach out should you need any further clarification. 

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21776820
  
  I am rejecting this response because:
  
  We were told by the manager at the Quarry that we could turn the keys in early and they would try to lease the apartment out again, which meant we wouldnt be responsible for paying rent if they could do so. We offered to pay for the last month so we could finish our lease, but we were removed from the portal to pay and our autopay was turned off by The Quarry. When we called they told us they thought the apartment had been rented and told us NOT to pay for the month of *****. Because of their actions, we were unable to finish our lease because we were not allowed to pay. Had we known this, we would have not turned our keys in, left the apartment vacant and continued to pay the rent until our lease was done, but we were misled by management. The accountant also told us that the apartment was not leased until ***** 30th, but upon speaking to the Quarry, they told us the apartment was rented the day after we moved out (which was the end of February. So there are different stories being told to us. Also-the fact that we were told NOT to pay for ***** shows the intent was to have us break the contract. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/11/2024

  Hi **** You are absolutely correct when you say that you could turn in keys early and would not be responsible for rent if the unit got re-rented. Your lease contract was not up until April 30th, 2024 and you turned in keys early on March 3rd, 2024 without paying for your entire contract term. Because of this, you were charged the accelerated rent and early termination fee as outlined in your contract and previously mentioned.The unit was re-rented on April 30th, 2024 and as such, you were credited back for the day of overlap. Again, your lease contract very clearly outlines the terms of the agreement and your obligations in the event you vacate prior to your lease end date (reference lease paragraphs 35 and 36).
  

  You mention you believe the unit was rented prior to April 30th. The lease was signed by the new tenants prior to April 30th,but they did not take possession and become responsible for the rent on the unit until their lease start date of April 30th. As such, you would be responsible for the unit through your lease term until the new residents are in possession and financially responsible for the unit. I hope this clarifies.Feel free to reach out to our office should you have any additional questions. Our billing departments contact information is on the notice you received and uploaded to your BBB complaint originally. Have a fabulous day!

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21776820
  
  I am rejecting this response because:

  we were misinformed by the management staff at The Quarry. When we submitted keys early, we stated that we would pay the last month rent if they could not rent it out, which should have been communicated with their accounting ***** When we called before April to see if we needed to pay to finish out our lease, they told us no because they were sure it had been rented. We should have been told at the time of submitting keys that we would 100% be responsible for last rent and the extra fees. We were NOT told this. We were told that by turning them in early, we could potentially avoid having to pay for the last month of our lease. What they should have told us, was that by turning keys in early, we could potentially be facing an extra $1800 for accelerated rent and move out early fees. At which point we would have kept the keys and just finished paying our rent. Because of this lack of communication, we are being faced with a substantial bill that we were not anticipating and it is wrong (especially with our lease being almost done) to take advantage of people like this. I could understand if we had months and months left on our lease, but not with ONE. Maybe the staff could use training about being forthcoming with tenants in the future. Again, I have said that I will pay for the month of April to finish our lease if need be, BUT the fees are outrageous and with our circumstances of having one month left that wasnt paid for, it is absurd to charge someone the amount you did for a turn key apartment that we left, as well we being respectful of the property, encouraging others to rent from you etc. I would appreciate it if you would understand not every situation is black and white and this was one of those. I also would appreciate if you would acknowledge the fact that staff was not transparent with us, and for that reason, I request the fees and the accelerated rent is dropped from our bill. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2024

  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 lived in ************************ from July 2019-March 2021. At the time I signed the lease, the apartment management company was Greystar. I paid a $600 nonrefundable cleaning fee and no deposit. Today is February 7th, ****. It has been nearly THREE years since I moved out of Trestle Creek. Today I received a bill in the mail from a company named Lanzce G Douglass ******************* charging $323 for apartment cleaning and maintenance that supposedly occurred after my roommate and I moved out. These fees included carpet cleaning, blind replacement, lightbulb replacement, and carpet cleaning. My roommate and I turned in all 5 keys and do not remember any broken blinds. Firstly, I did not sign my initial lease with this company nor were they ever the management company during the 21 months I lived at Trestle Creek. Secondly, I paid a $600 cleaning fee that should have covered the entirety of this bill. Lastly, it has been three years since I lived in this unit, and there is no way I can trust that my roommate and I incurred the damages LGD is reporting. Any tenant that lived in that unit between April 2021-present could have incurred those damages. I was told I would receive a bill from the prior management company, Greystar, within 6-8 weeks of move out if cleaning costs beyond $600 occurred. Given I never heard from Greystar, I assumed the cleaning had been completed within that budget.It is utterly preposterous a management company I have never heard of or worked with is trying to charge me $323 for fees reportedly accrued in 2021. I vehemently dispute these charges and do not believe it is reasonable I be asked to pay them.

  Business Response

  Date: 02/08/2024

  **** Thank you for reaching out regarding your concern. An initial notice regarding your balance due was mailed in June 2021 to the forwarding address you left with ************************ in the Notice to Vacate form you submitted to the property on 3/08/2021. The reason you are receiving additional notices now is because the balance remains unpaid and outstanding.As your lease contract stated, you are financially responsible for any damage to the unit that was incurred during your tenancy. You note that you paid a non-refundable fee at move-in. You are correct and as the name of the fee alludes, it is non-refundable. This means it is not credited to any charges owing at vacate. Lanzce Douglass Properties is the corporate office for ************************. All accounts get transferred to our corporate office after vacate, which is why all notices since vacate have come directly from us. I hope this clarifies. As always, should you have any questions please dont hesitate to reach out. 

• Initial Complaint

  Date:12/05/2023

  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.

  How would you like to be contacted?: Email Message: I moved to a unit at ************************ Nov *********************** unit for ***************************************************************************************************************************** dizziness and headache. I ask ******* to fix this or moved me to another unit and she refuse to find a solution and provide with a habitable living unit. After leaving a unit before coming here with same problems she insured me if ever any mold or problems with unit she would move me. That was a lie and she enter my home without asking. I reach out to your office with secretary ***. This has been documented and ******* called me and said she will not move me in retaliation to me complaining to office after she ignore me. I then informed her I want to be let go of my lease as I only been here a week and she replied that Im responsible for this unit even if I die and I told her she is responsible for safe and habitable living arrangements. I need corporate to contact me at this point it is discrimination, not safe for me and my son who has autoimmune disease and ******* is aware of this. This company had a fire that is clearly caused water damage numerous of complaints can back statement and they are in court getting sued daily.I stayed here in 2015 no problem but since then its been a fire to these units before my arrival and water damage may be the caused. Im asking to be released from my lease and pro rate my charges and give me a refund or release from the lease that was false advertised. Mold in the air in walls. They try to threaten you instead of solutions this property management needs to be investigated and ***** firm has been notified as well as Washington health department. Regional manager also denied doing anything other than tell me I was lying. Worse people and company in the world. Extortion when you sign a lease. Less than 24 hours I ask to have problem fix and got verbally attack Thank you

  Business Response

  Date: 12/13/2023

  This tenant visited the community on 11/15/23 and toured four vacant units, including the unit referenced in this complaint, and raised no concerns about its condition. After selecting this unit for occupancy, he completed an application and openly advised us that he was leaving another nearby community under identical circumstances to those he is now accusing us of. As he had been released without penalty from his current residence and rented from us previously with no issue, we proceeded with the application process. Upon approval of his application, he requested an expedited move in and returned 11/20/23 attempting to move in without the full amount of funds due to take possession. He returned on 11/24/23 with the required funds to take possession and completed a walkthrough and property condition report with the property manager. During this walkthrough (his second time through this unit) again no concerns were noted for any of the issues now brought forth in this complaint. Prior to this tenants initial tour and subsequent occupancy, the unit completed turnover maintenance on 10/27/23, was repainted on 11/1/23, received a full carpet/pad replacement on 11/9/23 (no dampness or evidence of moisture noted at time of install), professional janitorial/cleaning services were completed 11/10/23, as well as all miniblinds being professionally cleaned 11/13/23 all in accordance with our high company standards for occupancy readiness. Furthermore, the unit does not contain a ducted HVAC system nor can any landlord warrant against smells actual or perceived. The property manager and various other maintenance personnel involved in the turnover process did not note any off-putting smells at any point in time. This unit has no history of mold, mildew, water damage, or any other related issues. Regarding the tenants claim of known water damage to the building sustained during fire, the affected areas of the building were in the tower opposite to the one his unit is situated in, and all affected areas were professionally remediated by licensed contractors and inspected prior to certification for re-occupancy by tenants. Upon receipt of this tenants complaints, he was advised of the lease clause covering release of a tenant by the property manager. He continued to harass our property manager and corporate office while we considered options to bring about a mutually satisfactory resolution and ultimately, we opted to release him without penalty for an early lease break effective at the end of the current month of occupancy (12/2023). We acknowledge this tenants personal feelings and concerns but refute his claims regarding the units condition and the actions of our property manager in their entirety as baseless, unsupported by fact, and slanderous in intent.

• Initial Complaint

  Date:12/04/2023

  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.

  Good morning I recently have had bad luck with ******************* and I had high hopes for ************************ that units would be livable far as cleaning and no smells. ******* the manager insured me that unit would have a professional cleaning crew and when I moved in I noticed damp floors, mildew smell in bedroom and in the living room closet. I have auto immune disease and I been here for 6 days I ask to be moved to a different unit and I was lied to that all units are full which is not true. I than ask if I could bring a mold inspector in to get rid of it than ******* manager at granite court ignored me for 4 days. I called her management office and she than called me from her cell phone threatened me that I was lying and that I'm stuck with the lease even after I die. I told her why are you mentioned death and it is her job to make sure unit doesn't have mold. She has violated my privacy by allegedly coming in my unit when I'm not home, refused to acknowledge mold smell and old smell coming from HVAC, heaters and damp floor. The garbage disposal has a odor and the heaters make loud noise that ***** of mildew and it is health violation. I have tried to let the management come with a solution but it has been a week. Since I been here and I'm paid to January. ******* is procrastinating on purpose thinking I am asking for a refund all I'm requesting is void of lease and to not get charged because of lazy management that have a history of water damage to units due to fire last year which she lied about remodeling. Asking for release from lease and pro rate refund as I been here a week and started to notice this in 24 hours and been racially profile and threatened because I whistleblow a slumlord management

  Business Response

  Date: 12/13/2023

  This tenant visited the community on 11/15/23 and toured four vacant units, including the unit referenced in this complaint, and raised no concerns about its condition. After selecting this unit for occupancy, he completed an application and openly advised us that he was leaving another nearby community under identical circumstances to those he is now accusing us of. As he had been released without penalty from his current residence and rented from us previously with no issue, we proceeded with the application process. Upon approval of his application, he requested an expedited move in and returned 11/20/23 attempting to move in without the full amount of funds due to take possession. He returned on 11/24/23 with the required funds to take possession and completed a walkthrough and property condition report with the property manager. During this walkthrough (his second time through this unit) again no concerns were noted for any of the issues now brought forth in this complaint. Prior to this tenants initial tour and subsequent occupancy, the unit completed turnover maintenance on 10/27/23, was repainted on 11/1/23, received a full carpet/pad replacement on 11/9/23 (no dampness or evidence of moisture noted at time of install), professional janitorial/cleaning services were completed 11/10/23,as well as all miniblinds being professionally cleaned 11/13/23 all in accordance with our high company standards for occupancy readiness. Furthermore,the unit does not contain a ducted HVAC system nor can any landlord warrant against smells actual or perceived. The property manager and various other maintenance personnel involved in the turnover process did not note any off-putting smells at any point in time. This unit has no history of mold,mildew, water damage, or any other related issues. Regarding the tenants claim of known water damage to the building sustained during fire, the affected areas of the building were in the tower opposite to the one his unit is situated in,and all affected areas were professionally remediated by licensed contractors and inspected prior to certification for re-occupancy by tenants. Upon receipt of this tenants complaints, he was advised of the lease clause covering release of a tenant by the property manager. He continued to harass our property manager and corporate office while we considered options to bring about a mutually satisfactory resolution and ultimately, we opted to release him without penalty for an early lease break effective at the end of the current month of occupancy (12/2023). We acknowledge this tenants personal feelings and concerns but refute his claims regarding the units condition and the actions of our property manager in their entirety as baseless, unsupported by fact, and slanderous in intent.

• Initial Complaint

  Date:11/11/2023

  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.

  *************** <********************>Oct 28, 2023, 11:10?AM Quarry apartments We submitted two months' notice due to a job transfer. We were told by management at the time we would have no problem re-renting your unit because it was a very desirable location being on the ground floor because those were the first to go. Secondly, we paid the month of June that we were not even there as part of the agreement with the office. Water and sewer was included in our rent so that charge needs to be reversed as well. Also, we were denied a final walk-through of the unit when we left. It was in move-in condition other than the normal carpets to be cleaned. There was no deep cleaning or pre-spotting that needed to be done, we had that done prior to move out. The tray in the oven we were not made aware of. Had we done a walk-through we mightve had an opportunity to do something about it. The money that we put down prior to moving in we were told by your selling team and it was referred to as a "deposit" Never were we told that that money would go to...who knows what... and none of it will be returned upon move out. I understand in the lease it is not stated however your selling team referred to it as a deposit over and over to us... that is a deceptive selling practice. Because we were under the impression that we would get a portion of that back leaving the unit in excellent condition... had a deep clean done, touch up of walls and paint. Had this been explained in the showing and selling of the units at the time we never would have moved into such a property with absurd move in fees. What does the monies cover for a move-in? We have managed properties and have never come across such a practice of renting to prospective tenants. These are misleading, deceptive selling practices that we fell victim too.6/20 $90 Accelerated utilities...included 6/20 $1950June rent...paid 6/1 $90 W/S/G

  Business Response

  Date: 11/13/2023

  Hi ********** explained thoroughly in your executed lease agreement (paragraphs 11 and 33), you are financially responsible for your unit through the agreed upon lease term. In the event of early move-out, youd be responsible for the early termination fee (lease paragraph 11) and accelerated rent and utilities (lease paragraph 33) until your unit has been re-rented,regardless of whether you are physically residing in the unit or not. Also detailed in your executed Utility and Services Addendum, it is clearly explained that utilities would be charged on top of your monthly rent amount.
  

  We always encourage our vacating tenants to schedule a move-out walk through should they wish to attend. However, as detailed in your lease contract (paragraph 47), if no move-out inspection was scheduled on your end,the move-out inspection will not be delayed to accommodate your schedule.
  

  There was no security deposit paid at move-in for this unit (as detailed in lease paragraph 4). I assume you are mistaking this for the non-refundable fee that was paid. The non-refundable fee you paid at move-in is not refundable and not credited back to you at the time of move out, as detailed in lease paragraph 6. The lease contract clearly states the [one-time non-refundable administrative fee] will not be returned or credited to any charges owing by you at the time of move-out.
  

  From my review of the file, it looks like we have provided you copies of all the above-mentioned documentation. Should you have any further questions, please dont hesitate to reach out to us. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20857456
  
  I am rejecting this response because:

  This is just another auto generated response to the complaint that does not address the June statement amount paid, that need to be deducted, and the $90 W/S/G statement was included with the $1950 rental payment each month. Also the final walk through that was not granted as we did let the office know when we needed it and no personnel staff was available to accompany us.

  Also it was never explained to us what the non refundable fees are for and WHY they are non refundable to a good tenant? Transparency during these deceptive selling practices would clear up a lot for a prospective tenant, and **************** using the phrase deposits would also be appreciated. We never would have occupied one of these units from such a misleading company. We gave a 2 month notice to vacate and were made aware our unit would easily be re rented because of its highly desirable location being a grount unit and none were available when we vacated.

  Again I will make proper repayment after the these amounts are adjusted from the invoice
  
  Sincerely,
  
  *** & *********************

• Initial Complaint

  Date:01/11/2023

  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.

  I moved out of ************************ in *******, ** back in June. When I moved in, I paid a nonrefundable fee of $600 which I was told was for cleaning and damages when I moved out. Before I moved out though, I went and asked an employee at the front office if I paid all my dues, and if there was any last things I needed to get done. He said in order to avoid a cleaning bill I would need to make sure the apartment is cleaned. That was easy because *** worked in cleaning for seven years. The apartment was very clean when I left and it was in rentable condition (besides the paint job, but that wasnt even finished when I moved in). Months later, after I had moved out of state I get a bill for cleaning services and a fee to replace a light fixture. Now, the light fixture had come crashing down on me in my sleep, leaving glass shattered everywhere in the room. I was so shaken, I took pictures and went to the office in the morning to explain what happened and how to take care of the situation. I was told I didnt need to worry about paying for it as that must have been a maintenance issue that caused the accident. Now I am being charged for this and their cleaning, being told I only have so many days to pay them when they waited so long to bill me. I did not have $600 worth of damage done, in fact, I dont believe there was any true damage that was done. *** worked in cleaning for 7 years, and Ive never met a cleaning company that would charge that much for cleaning a very clean (and very small) apartment. I see this as very unethical and unprofessional.

  Business Response

  Date: 01/12/2023

  Hi *****
  

  Thank you for reaching out and my apologies for your frustration and confusion. The $600 non-refundable administrative fee you paid at move-in covers basic carpet cleaning, basic apartment cleaning, basic paint touch up and basic maintenance repairs. Any cleaning or maintenance beyond standard that is required at the time of vacate is the financial responsibility of the tenant. Because there was carpet cleaning needed beyond a standard clean, you were charged for the difference. We have gone ahead and removed the additional $82.50 apartment cleaning charge from your account.
  

  Upon review of your account, it looks like no damage was noted regarding the light fixture in the master bedroom on your move-in condition report. Our maintenance team noted this fixture was missing at the time of move out. This confirms, as you noted, the fixture was present at move-in and removed during your possession of the unit and tenancy. We have no documentation to suggest a maintenance request was submitted by you regarding this fixture during your tenancy. Of course, if you have any documentation on your end, we are more than happy to review and adjust the charge accordingly.Please reach out to us with any further assistance you might need. We are always more than happy to help.

• Initial Complaint

  Date:09/14/2022

  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.

  After 6 months of moving out of the rental property getting an invoice of general use items to replace items that were received in same condition and apon reaching out to the office being given photos of malicious charges. For example being charged to replace the drip pans dispite the replacement Image being to pans originally replaced by me because they werent replaced but just wanted to change me for replacement and getting changed for them updating amenities in the apartment when they were documented and reassured thats the condition the apartment comes in. Then getting charged has they make upgrades claiming has damages

  Business Response

  Date: 09/14/2022

  Upon review of this account, the unit was vacated on 6/27/2022 (as confirmed by the notice to vacate form submitted by the resident as well as the receipt of keys on 6/27/22). Final billing typically takes approximately 6-8 weeks from the date of move out. It does appear this billing was sent within the expected time frame, and was by no means sent six months post vacate.  
  

  Regarding the damages, an Inventory and Condition Form was completed and signed by the tenant at move-in, indicating which, if any, items in the unit were damaged and/or missing upon commencement of the tenancy. Upon move-out, if any items need to be replaced due to damage beyond normal wear or missing items, the tenant is responsible for the cost so long as it was not listed on the Inventory Condition Form as damaged or missing at move-in. There was no note of damaged or missing drip pans at move-in, no note of damaged or missing shower rod at move-in, no note of damaged or missing toilet seat at move-in,and no note of a damaged or missing wall stop at move-in (all agreed and signed for by the tenant at move-in). All of these items were damaged or missing upon move-out, as exemplified by the photos previously provided to the tenant.Because the items were damaged during the course of the resident's possession of the unit, the items were charged to the tenant upon vacate.
  

  The drip pans do appear to have been replaced by the tenant prior to vacate, however, the drip pans were the wrong size for the stove. As such, we were required to replace them with operable drip pans.  
  

  Please let me know if you have any further questions!