Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into *********************** in September. Within the first week, I noticed there was a leak in the laundry room and put in a maintenance request. It is still not fixed. When I had a friend staying with me a couple days in mid November, it had gotten cold and we realized the heat was off and wouldn't work. I put in a maintenance request shortly after. The pilot light kept going out, every single day. Every night, I'd wake up freezing, losing sleep, and having to light the pilot light. Maintenance came out 5-6 times, without letting me know when, so I'd have to pay for someone to watch my dog (and then they wouldn't show up). They supposedly fixed it a two days ago (I'll believe it when I see it), which is 2 1/2 months after the initial problem. It happened in the coldest months of the year. I told them I thought I deserved a discount for all my problems and inconveniences, and they ignored it. My rent actually went UP.

  Business response

  02/03/2025

  Hi ****,

  Thank you for reaching out regarding your concern.  I have looked into this, and I did discover that we received 4 requests for the heat in your apartment.  Every time we received a complaint the team was quick to respond to resolve the issue.  However, we did end up needing to replace more parts in your unit than anticipated which is why multiple calls were required.  Our team did what is required and we did work quickly to restore your heat.  With that being said, I do understand your frustration.  We have purchased a gift for you to show our appreciation for your patience while we worked to troubleshoot the problem and permanently restore heat to your unit.  This will be delivered to you this week.  At this time, we are not able to waive the rent.  If you would like to discuss this further, please feel free to reach out to me at ************. 

  Thank you,

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

  Regional Director

  Customer response

  02/04/2025

   
  Complaint: 22886850
  
  I am rejecting this response because: the issue of getting the correct parts should've been handled way quicker. They kept saying it was fixed and then it wasn't. They didn't say "we need to order parts." They guessed and replaced stuff and it didn't work. Could've been handled by a competent **** contractor immediately. But I was without heat for 2 months during the coldest time of year. I don't want to be completely reimbursed. I should absolutely get discounted rates for those months. Your part of the bargain wasn't upheld. I have never wanted to file complaints against landlords in my life. This situation was just too egregious to ignore. I should get discounted rates for the two months because it was a safety and quality of life issue that should've been handled the first time. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  FORCE PLACED INSURANCE FEE I renewed my lease with Avanti Residential DBA Overlook at ************ last year. During the course of my lease I was wanting to add my partner to my lease. We started an application, but when we noticed that his dog would need to be neutered, we stopped and did not complete the application. However, Avanti Residential decided to add him as a "roommate occupant" in their system. Months later I got charged for force-placed insurance; however, it was determined that I was charged the fee because my partner didn't have insurance. We never submitted his application and he was never added to my lease. I am still being charged force placed insurance fees even though I am fully complaint with my lease. The total cost has amount to $170.01 in fees.MONEYGRAM PAYMENT FEE Additionally, I recently had an ACH payment I made to my apartment complex's online payment system returned. The apartment punitively restricted my payment options. I can no longer pay via ACH, debit card, or check and they never accepted in-person money orders, checks, or cash. I am now being required to pay via ********* which incurs a $3.99 service charge for every payment. This means for the remainder of my lease I will be required to pay an additional $35.91 in fees. The fact that my payment method could be restricted and that I'd be forced to pay a MoneyGram fee was not disclosed to me in my lease. I believe this violates several laws such as the *** Act which requires businesses to show all fees that can be charged, Renters Agreement Disclosure laws that require landlords to disclose all fees related to rent payments before the execution of the lease, and breaks the *** Acts unfair clause because it causes substantial injury, is not reasonable avoidable by the consumer, and the benefits do not outweigh the cost. I had no prior disclosure of these fees or policy and I am being forced to use ********* with no alternative payment methods.

  Business response

  02/05/2025

  We appreciate the opportunity to respond to the complaint filed by one of our valued residents regarding force-placed insurance fees and payment method restrictions at Overlook at ************. We take all residents concerns seriously and have since worked with the resident to fully resolve the matter.
  

  1.Force-Placed Insurance Fee:
  Upon review, it was determined that a system error incorrectly classified the complainants partner as a "roommate occupant," leading to the charge for force-placed insurance. Since the partner was never formally added to the lease and the resident remained compliant with insurance requirements, the charge has been removed from their account. The resident has been notified of this correction, and the issue is considered resolved.
  

  2.MoneyGram Payment Fee:
  We acknowledge the residents concern regarding the restriction of payment methods. Per the lease agreement, the use of third-party payment services such as ********* is permitted in certain instances. However, after reviewing the residents account and circumstances, we have reinstated their ability to make payments via ACH, debit card, and credit card. As a result, the resident is no longer required to use ********* for rent payments, eliminating any additional service fees. Please note if the account is not maintained in compliance with the terms of the lease, the account may require alternative funds in the future. This has also been communicated to the resident.
  

  We understand the residents concerns and strive to provide transparency and fairness in all lease agreements, payment options, and policies. Our team has communicated this resolution to the resident, and no further action is required on this matter. Should any additional concerns arise, we remain available to address them promptly.

  Best regards,
  **** J. ******
  Senior Regional Director
  Overlook at ************ | Avanti Residential
  

  
  

  Customer response

  02/05/2025

   
  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

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at ************ apartments since April 2021. I attempted to use ACH for rent October 2024, and had two bounced checks, rent was still paid before it would be considered late. I paid for rent in November, online and without an issue.Beacon House Apartments (the complex I live at) was purchased by Avanti residential (announced 11/25/24). Avanti requires rental payments through Bilt. My account was flagged (as I found out at the end of December, due to the bounced checks) which meant that Bilt stated that i would only be able to pay rent with cash (Found this out 11/26 when i made the account). Payments in cash involve using Moneygram. I was told late December that cashier's checks are also acceptable. I use an online bank, and have to jump through hoops for a cashier's check. This is all due to the system that the new property company uses for rent, and this policy was not in place before they purchased the building.I met with the office staff the Monday after thanksgiving, who did not know why it was flagged, and that they would submit tickets for it (office staff was ******** + *********). Early December I was told to just pay through *********. ********* involved being required to withdraw 1500 dollars cash and carrying it into a location. (********* does not have an accurate list of steps or valid locations, so I went to three locations before being able to pay). I emailed staff on 12/10, stating that this was an uncomfortable and unsafe way to pay. They told me in person that they couldn't do anything due to Avanti's system, and later in an email told me that they would accept a cashier's check (something previous management refused to accept). I have an online bank, and cashier's checks require me to pay a 20 dollar fee and a signatured fed-ex delivery. I have told them I just want to be able to pay online again. or even somewhere with my debit card.

  Business response

  01/08/2025

  Hi ********, I apologize for the inconvenience you have experienced post transition. We typically do not accept checks after two bounced attempts however, since these did not occur under our management, I would like to give you the option to pay with a check through BILT. Please do know that, if you were to bounce a check again, this would default back to not allowing checks in the future. I hope that this has resolved your concerns. Should you need anything in the future, please reach out to us directly. Have a great day!

• Initial Complaint

  12/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello, I live at Sky at *********************, owned by Avanti Residential. I've had a few issues, which the company seems either avoidant or downright ignorant of and refuses to take responsibility for. 1) Pest-related notice of uninhabitable conditions, 2) excessive Credit Builder charges to my ledger, 3) nonresponsive communication from property management. Firstly, I've had a continuous pest problem: mice indoors currently, plus carpet beetles and mice in summer. I gave notice of uninhabitable conditions [11/05/24] once the mice were obviously living inside the building and eating and defecating in my pantry and storage. I received no emailed response from any property management employee. I had to send a second email [11/16/24] noting worsening pest activity & stating my intention to leave and legal rights pertaining lease accountability, especially if no remedial action is taken on their behalf. I req'd pest control. They shoved a couple traps where I've already set my own, and this has made no improvement. I am aware of other apartments with mice issues. Second, whilst signing my lease, I was told ************************ was optional, but given no space within the lease to opt-out. I requested in person, while signing my lease, to opt-out this service, and the leasing agent confirmed she could complete said request. I had to return in person to request for my ledger to reflect the advertised leasing deal (first month's rent was free), and had to return/email the next two months to remind the office to remove Credit Builder charges, of which I was under the impression I had already opted-out. In my second attempt requesting this charge be removed, I was told I needed to sign up for an account, subscribe to it (releasing personal credit information whilst so) then unsubscribe. I was told, in an email from leasing office, that I will no longer receive these charges, and was true for ~3 months. It's returned onto my Dec. ledger 3) Unaddressed noise complaints

  Business response

  12/02/2024

  Hello,

  Looking into this matter, we did not charge **** for credit builder.  Their fee was charged in July and August, and they were reversed and not charged again after that.  We did complete pest control in the unit as requested, and we will continue to complete pest control mitigation until everything has been resolved.  That being said, we are happy to release Alix from the lease agreement without lease break penalty.  

  Please let me know if I can be of further assistance. 

  Thank you,

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

  Regional Director

  Customer response

  12/02/2024

   
  Complaint: 22624839
  
  I am rejecting this response because:

  Better Business Bureau:

   

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is (mostly) satisfactory to me. I only disagree with the fact that the Credit Builder charge is, in fact, on this month's rent charge. I've attached a screenshot of my rent charges as of December 1st, on the **** payment app where we are required to send our lease payments, the Credit Builder charge is the first listed item there. I would accept a proper break of lease, without penalty, so long as the proper steps to proceed with are explained for me, as I'm not familiar with such a process. I shall need to know what is required of me to complete such a process and what I should expect from the local leasing office. I've not paid the rent for this month yet, because of the credit Builder charge, but am ready to move out within the next couple days if it can be helped, and would be willing to pay a prorate for the latest couple of days this month that I have been here, instead of paying for a full month.

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

  Business response

  12/18/2024

  Hello,

  These charges were credited on 8/1 but the credit was applied to the rent.  This has been adjusted so it shows correctly on your side, if you log back in you'll be able to see it. 

   

  Thank you!

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

  Regional Director

  Customer response

  12/21/2024

   
  

  Complaint: 22624839

   

  Yes, I was already aware of the first two charges which were already credited as of August (because I had to go in person to demand these be removed from my ledger, and were). I'd like to refocus on one of my original complaints here concerning the third times' charge (a new charge, separate from those previously mentioned) to my ledger of this Credit Builder subscription to THIS month, after the fact of already unsubscribing from it. I have already included two photos of this month's charges to the apartment, as reference. Due to the nature of both Avanti's and the leasing office at the apartment locations' communications, I am left to question the legality of this situation, and your company's motives in relation to these "ghost charges", which I might personally note that these seem to be charged to a large number of residents against their will. 

   

  I would also like to reiterate my original complaint of the office not responding to any of my attempts to communicate. Two weeks ago, on December 7th, I have sent an email, as well as hand delivered a letter with keys to the apartment enclosed, stating my leaving due to uninhabitable conditions, referring to these communications through BBB, listing my documented reasons, and still I have not heard back. This is extremely unprofessional. 

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

  Business response

  01/12/2025

  Hello,

  I spoke with **** on Wednesday, January 8th regarding her move out statement.  Her charges have been reviewed and adjusted and she is satisfied with the outcome.  She was not charged a lease break fee or for credit builder, and her utility charges are all correct.  

  Please let me know if I can further assist in this matter.

  Thank you,

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

  Regional Director

  Customer response

  01/13/2025

   
  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

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was set to move into an apartment on October 14th at The Economist, an apartment complex run by Avanti Residential. This condition of the apartment was breaking the warranty of habitability in ********. I requested that they break my lease and never took ownership of the apartment. They agreed to pay me back all my move in money but did not in full. They charged me for October 14th 2024 in the apartment despite it not being habitable and me never taking ownership. The amount they did not refund, which on their own break down was part of the rent, this was for $57.61. They also sent the partial refunded amount to the wrong address, an address that I did not send to them as my forwarding. They then did not take me off all the services that they signed me up for in the lease agreement. This led me to receive a bill from Conservice for utilities I never used for the entire month of October. I believe them charging me for utilities that I was let out of responsibility for as well as physically unable to access is fraudulent. This company has continuously been incompetent in how they have handled move in, habitability, release of contract, refund, contact, and billing of expenses. This company is also not responsible in how they are able to be contacted, as they do not answer their phones or email in a timely manner.

  Business response

  11/27/2024

  Hello,

  Upon receiving this complaint from ******, we immediately let her out of the contract and refunded all of her fees she had paid.  She was charged for only one day of rent, and we have since refunded that as well.  Her move out has fully been completed in our system and she is not responsible for any utilities associated with this unit.  We took quick action to resolve this complaint, and there is nothing pending on our end. 

  Thank you. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern,Hello, my name is ************************************. I am a resident of ******, ********, and I rent out a large apartment complex called the ************************** (Avanti Residential-Forum ********** TIC V, LLC). As a requirement of my lease, I obtained renter's insurance that meets all of the landlord's requirements. Despite sending my documents to the landlord multiple times on separate dates and assuring me that these documents were okay, the landlords kept charging me for additional renter's insurance every month. Although they have assured me that they will not charge me, I continue to be charged every month. Since I moved here, the company has had a fraudulent habit of randomly imposing fees with the hope that residents will overlook or miss them. In the past, they have charged me other fees not related to renter's insurance, which I also had to fight. For example, I had to enroll in an App to register dogs, but I do not own pets. Since I did not opt out, I got charged a fee (this was removed). Given that many senior citizens and patients from The ********************************************** are residents here and may struggle to navigate the multiple landlord's apps, this practice could disproportionately affect them. This may be a case of fraudulent behavior and potentially even age discrimination. How can we proceed with filing a complaint?Thank you,**********************************.

  Business response

  09/06/2024

  Thank you for the opportunity to address ************-Martns concerns. We take all feedback seriously and are committed to providing prompt and clear resolutions.
  Upon reviewing ******************* account, we confirm that he is fully compliant with his renters insurance requirements. All insurance-related charges through ****** have been removed, and the September charge was an error, which has also been resolved. We have personally worked with Assurant to ensure no further issues arise.
  Regarding other fees, such as the pet registration fee, we want to clarify that all charges are disclosed in the lease agreement, and we do not impose additional fees beyond those listed. The pet fee was applied automatically by a third-party service, and once we confirmed no pet was owned, it was promptly removed. We aim to maintain full transparency with our residents regarding any charges, and were always available to assist with resolving any discrepancies.
  In addition, we are happy to assist any resident who may have difficulty navigating our systems or platforms to ensure everyone has a smooth experience and that any concerns are promptly addressed.
  We appreciate ******************* residency and are happy to further assist with any additional concerns.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently reside at ************ at *********************** in ***********, ****** who are managed by Avanti Residential and have lived here since September 2023. I have requested several pest control requests due to bugs and spiders inside my apartment. It has gotten to the point of me emailing the apartment office directly asking for a new pest control company or asking if the pest control company can come out frequently to spray or some other type of solution since I continue to have bugs and spiders inside my apartment. I have emailed them 3 or 4 times and have never gotten a response. While they continue to (supposedly) send pest control out when I request, the issue of bugs/spiders is not being resolved. Im not understanding why they arent working with me to find other solutions since this pest control company is not working. Over the last two weeks I have seen a spider almost daily inside my apartment, and continue to see them after pest control sprays. I do not have any doors or windows open at all. While I enjoy living here, this bug/spider problem makes me want to move elsewhere when my lease is up.

  Business response

  07/19/2024

  The resident has chosen the option to move out. We have allowed the resident out of their lease with the 60 day notice.

  This complaint has been handled and can be closed out.

   

  Thank you

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6th, I initiated a work order because the top-loading washing machine in my unit smelled of mildew. Even after adding vinegar to my laundry, the clothes still smelled like mildew after a wash.Both ********* and ****** attempted to dismiss the issue, claiming the smell wasn't there. I had to ask other residents to smell the machine and confirm the odor of mildew. Eventually, ****** scheduled a vendor to come clean the machine.On May 15th, ****** emailed me, informing me that a vendor would be coming out on May 17th to clean the machine. However, the vendor never arrived. ****** then notified me that "the vendor we use no longer services your unit because of a past encounter. They didn't give me any explanation, so I need to find a different vendor who can help. I'm sorry if they didn't stop by and at least notify you. I'm working on this with my area manager to find someone else."On May 28th, ****** informed me that a new washer/dryer unit would be installed "Thursday or Friday." As of today, the new washer has not been installed in my unit. Furthermore, the "new" washer also smells of mildew. ********* assured me that a vendor would disassemble the washer and clean the drum and agitator, which clearly never occurred.As of now, I have gone an entire month without a working washing machine in my unit. Your staff appears to be too overwhelmed to handle these issues in a timely manner. ******, the vendor from Appliance Factory, failed to properly connect my dryer vent the last time he serviced my unit. After complaining, the vendor is now unwilling to service my unit.Additionally, I had items delivered to the Luxer package room on May 2nd. These items were stolen from the package room directly. ****** and ***** have been unwilling to provide me with the camera footage.

  Business response

  06/05/2024

  Arjun,
  
  Good afternoon! I am sorry to hear about the problems with your washer and dryer and the miscommunications causing delays in your repairs. I see we have a scheduled appointment to review your home and any outstanding maintenance problems 6/5/24 at 10 AM - but I would still like to connect directly to discuss the situation. I would also be happy to investigate your Luxor package situation, as I have a lot of experience with that system and would be happy to track down your packages/ find more information on the situation. Are you available for a call this week? You can contact me at any time at ********************************************** or call ************. 
  
  Thank you and I look forward to speaking with you soon!
  
  *************************
  Area Manager

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into the ****************** January 1st, 2024. In these 7 weeks I have had 8 service requests concerning the heat in my apartment. During the coldest days of last month my temp in my apartment was 45 degrees for multiple days. My requests have gone unanswered at times. They have brought in your maintenance team 8 times and a professional company to fix - none have worked. I will have heating for three days *** before I have to submit yet another maintenance request. I have had a total of 18 days with working heat. This is against ********, **************** civil code and also a violation with the ******** Sorings rent board.

  Business response

  02/29/2024

  We appreciate the opportunity to address the concerns raised by the resident regarding heating issues at The ******************.
  
  Upon thorough review of the situation, we have found that our team has diligently responded to each of the resident's service requests in a timely manner. In fact, we have six work orders on file, each accompanied by detailed notes outlining entry procedures,repairs conducted, and conversations had with the resident.
  
  Contrary to the residents claim of only 18 days with working hear, our records suggest otherwise. While we acknowledge that there have been repairs made to her heaters, it is our understanding that the heating system has been operational outside of the minimal timeframes documented on the work orders. Additionally, we offered temporary space heaters as a means to provide immediate relief while repairs were underway, although the resident declined this option.
  
  We want to emphasize our commitment to customer satisfaction, demonstrated by our willingness to accommodate the resident's schedule preferences. In an effort to ensure convenience, we even scheduled maintenance visits as late as 11 PM to align with the resident's work schedule.
  
  It is worth mentioning that during our communications with the resident, they expressed dissatisfaction and threatened to post negative comments online based on our denial of a 4-6 week rent credit.
  
  Rest assured, we have promptly engaged professional vendors to address the heating issues, and we remain committed to resolving the matter and restoring proper functionality in the resident's unit as quickly as possible.
  
  We hope this information provides clarity on our efforts to address the resident's concerns. Should you require further documentation or clarification, please do not hesitate to contact us directly.
  
  ***************************
  SENIOR REGIONAL DIRECTOR
  E: ********************************* | www.avantiresidential.com

  Customer response

  03/05/2024

   
  Complaint: 21339008
  
  I am rejecting this response because: this entire response is not true. It has been documented that Ive gone without heat for more than 18 days, your office has this documentation. You did not do your due diligence, you have now just created a problem. This is just another line of excuses from a property management company. Your response makes it completely clear, you do not care about your residents. Your lack of investment in this property shows your disregard for people living here. 

  I was offered a deduction in rent AFTER posting my reviews, not before. You offered a concession and I accepted, your claim that it was in retaliation is a lie - please fact check before making accusations of your residents. I will be more than happy to post every email, maintenance request, and list of documented calls I have had to deal with to even get an attempt to get this fixed.
  

  Your response is not only incorrect, but juvenile and unprofessional. It is clear from your lack of ability to deal with on-site issues, that my reviews are correct and I stand by them. 
  

  You should work on your de-escalation skills. You have only made this situation worse. This situation was completely professional before this response, you are a poor reflection on your company. 
  

  I have threatened no one, yet another untruth that you are spreading about me. Youre hitting a place of slander/liable at this point which will necessitate swift and immediate action. 
  

  This is beyond unacceptable.

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

  Business response

  03/22/2024

  This matter was settled amicably with the resident outside of the BBB complaint process. We will continue to work with this resident to ensure customer satisfaction going forward.

  Customer response

  03/22/2024

   
  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

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/22/2023 I received a renter's deposit return amount of $354.67. (Apartment ***** *******************). That was less the $65 for carpet cleaning (vacuuming) I requested should not be deducted. I provided photographic proof that I vacuumed before I left the apartment as well as explained I rented a Rug Doctor several months prior to clean their abysmal carpets. I made 15 passes to get the carpets clean. I provided a photo of the extremely dirty water I extracted (which was from a bedroom that wasn't nearly as dirty as the common areas) and offered to provide proof I rented the Rug Doctor. ******* of water extracted with the Rug Doctor and proof I vacuumed included)

  Business response

  06/05/2023

  Good afternoon, 

  The photos attached do show the carpet in the apartment are clean. As you stated, you rented the carpet cleaner prior to move out. Please provide proof that you rented a professional carpet cleaner within 7 days of move out. According to the lease, upon move out the resident is responsible for a carpet cleaning. Please feel free to contact the leasing office directly and we are happy to discuss the matter with you directly. 

  Best,

  Alturas/ Bellaire Apartments 

*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. ↩