Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were trying to rent and I called and ask why calculations were changed and They never called me back to explain them proceed to tell me that it was not refundable because we didn't sign....I told them I didn't understand why the price was changed and no one had returned my call I feel like they should have to give my money back because they was at fault

  Business response

  01/07/2025

  Hello Mr. ******************** you for taking the time to share your feedback with us. At Second Avenue, we greatly value the input of all our future and current residents and are committed to maintaining a high standard of service. We have carefully reviewed your concerns and would like to provide clarification.

  Regarding your concerns about the non-refundable leasing fees, our records indicate that our onboarding specialist provided you with an email on December 6, 2024, detailing the fees and monthly rent amount (see attached). In addition, a Hold Fee Addendum, which outlines that the hold fee is non-refundable in the event an applicant cancels their lease, was reviewed and signed by you. This information was reiterated again on December 11, 2024.

  Upon review, we found no evidence of any changes to the monthly rent during your application process, contrary to your claim. It also appears that delays on your part extended the process, and you ultimately chose to lease with another company. This resulted in the property being off the market for an extended period, incurring costs that the hold fee is intended to mitigate in the case of a cancellation.
  

  To summarize, our Leasing and Onboarding teams strive to provide clear and transparent communication regarding all fees and pricing. Additionally, at your request, the ****************** granted an extension, further extending the time the property remained unavailable for other prospective residents. As outlined in the signed Hold Fee Addendum, the Hold Fee is non-refundable in the event of a lease cancellation.
  

  If you have further questions or require additional information, please feel free to contact our Resident Experience Team at ************ or ************************************************************.
  We appreciate your understanding and remain committed to providing excellent service to all our residents.
  

  Warm regards,

  Second Avenue Support 

  Customer response

  01/07/2025

   
  Complaint: 22708072
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My heat has been acting up in my home since Thursday night. I have put in several work orders on the emergency maintenance line to get no one out here yet! This is the winter time me and my kids are freezing here! I have several pics and conversation between myself and second Avenue but nothing has been done!

  Business response

  01/07/2025

  Dear Ms. **************** you for taking the time to share your feedback with us. At Second Avenue, we value the input of our residents and are committed to maintaining a high standard of service. We have carefully reviewed your concerns regarding the maintenance work order for your heating system and would like to address them in detail.
  

  According to our records, a technician was onsite on December 4, 2024, to assess your heating concerns.During the inspection, the technician confirmed that the heating system was functioning correctly. Areas of potential outside air leaks were identified and addressed, as these were likely affecting the homes overall heating efficiency. The work order was subsequently closed as completed, with evidence provided that the thermostat reached 73 degrees and the vents registered a temperature of 110 degrees, confirming the systems performance.
  

  If the heating system fails or if you have additional maintenance concerns, we encourage you to contact Lessen directly at ************ or use your Jiffy app to submit a work order.
  

  To summarize, our maintenance team promptly dispatched a technician to address your concerns. The technician verified that the heating system was operating correctly and noted some typical areas for cold air intrusion in homes of this age. Using a heat gun, the technician confirmed that the system was producing adequate heat to maintain comfort in the home.
  

  If you have any further questions or require additional information, please feel free to reach out to our Resident Experience Team at ************ or ************************************************************.
  Warm regards,

  
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 6, I made a payment to Second Avenue for the security deposit of a property located at ********************************************, which I did not rent. ******** *****, the person in charge of this procedure informed me that the deposit would be refunded soon, but after a few days when I contacted her to request information about the refund, I received and email stating This email is no longer active or being monitored. Please direct any leasing questions to ************ option 1 or *************************************** and well be happy to assist you which I did, so I was contacted from Aysoltan ***** who confirmed that the check with the refund had already been sent. After a few days when I called the company, they told the check sent back to them due, they send it to a wrong address. I have been calling several times and all the people who I spoke with had told me they already sent a new check to the correct address. Every time I call they tell me that they will send me an email or call me back with the tracking information but I have not get any response, it has been 2 months already since I made the payment and it is not fair that I have not received my money. In addition, they do not care about the several times I had been waiting for their response.

  Business response

  11/04/2024

  Dear Mrs. ********************** you for taking the time to share your feedback. We greatly appreciate the input of our prospective residents and remain dedicated to upholding a high standard of service. We have carefully reviewed your concerns and would like to address them in detail.
  

  In regard to your leasing deposit refund request, upon receiving your initial request, we promptly issued a check using the payment contact information and mailing address provided to us. When we were later contacted with your request for reissuance, our team followed the appropriate procedure for issuing a replacement payment. As explained, we needed to process a stop payment on the original check before issuing a new one, which led to additional delays. Our records indicate that you contacted us multiple times before the expedited delivery window, seeking updates.
  

  At Second Avenue, our priority is to create a positive experience for all residents and future residents. Should you have further questions or need additional information, please do not hesitate to reach out to our Resident Experience Team at ************ or ************************************************************.
  

  To summarize, our Leasing Team took appropriate action upon receiving the refund request. Delays occurred due to the process required for canceling the initial check and the timeline for reissuing payment.
  

  Warm regards,

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We signed a lease agreement with second Avenue on 9/9 while living in **. We did let the leasing ****** ******* know that we would be physically in ** on 9/29. ******* provided move in ready photos to my email at which we agreed to the lease. At arrival of the GA home we discovered the home was not in move in condition, our main concern and dispute is the *** LARVA in the fridge/ freezer. This is not only a health code violation but not move in ready. From 09/30 to today 10/8 we have we been calling everyday to get a new refrigerator. At this point the company will not return our calls, they have sent a tech from the same company for other work orders out. The fridge had a PO number and was canceled for some reason. The tenant portal has showed schedule technician on 10/03 and 10/07 and none showed up or called. We need to buy groceries we need a working fridge and the rental leasing company will not return our calls or provide us a new fridge. It should not take a week and a half to hear anything from a leasing company. I want concessions for the home not being move in ready, for the amount of food Ive had to pay for out to eat due to not having a proper fridge upon move in, and a new fridge asap.

  Business response

  11/04/2024

  Dear Mrs. ******************* you for taking the time to share your feedback with us. We deeply value our residents' insights and are dedicated to delivering a high standard of service to ensure a positive experience.

  We understand your concerns about the move-in condition of your home, especially considering the challenges you encountered after moving in. While we strongly encourage prospective residents to view properties in person to ensure they meet their needs, we recognize that this can be challenging for those relocating from out of state. When leasing sight-unseen is necessary, we acknowledge that unforeseen issues may sometimes arise.
  

  Upon receiving your report, our team promptly reviewed your concerns with our maintenance department and concluded that replacing the refrigerator was the most effective solution. Unfortunately, delays occurred due to vendor scheduling and appliance deliveryfactors beyond our immediate control. Once we were informed of these issues, we took appropriate steps to expedite the delivery and resolve the matter as quickly as possible.
  

  At Second Avenue, our goal is to create a comfortable and enjoyable living experience for all residents. If you have any additional questions or need further assistance, please dont hesitate to reach out to our Resident Experience Team at ************ or ************************************************************.

  Customer response

  11/05/2024

   
  Complaint: 22395550
  
  I am rejecting this response because: While I greatly understand the fridge delay was out of your control I did try and call to thank the company as soon as I did receive the fridge. I was sent to voicemail. I was promised concessions from ****, the customer support manager whom said he was in contact with his boss the last time we spoke. I have tried to follow up on this multiple times by phone call and email, and I have not gotten a response to my emails. I have left voicemails and have not gotten a call back. I left a voicemail regarding our conservice account for our water bill, which we needed to get corrected, it stated second Avenue no longer supports this so we are not able to get our water bill. We tried to reach out and were not given a response. So if we have any late fees it will be on Second Avenue, not us. I understand the hurricane where the office is located is a large priority but I should be able to speak with someone concluding what **** was able to do as promised. Additionally upon signing the lease we were told and sent photos of the home being move in ready. Guaranteed by ******* in Leasing. The field agent that proved those photos on Aug 28 ************************************************************ ready. Second to that every single light was left on at the home when we moved in.
  

  I am still looking for some sort of compensation for the lack of the home being move in ready, and for the lack of ability to receive any communication from Second reality upon reaching out. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Second Avenue is charging me $1472 for floor damage, painting and other misc items. They had two water pipes break under the house and never sent anyone out to fix the floor after they **** ****** the floor to get to the pipe the second time. Floor had a bubble in the concrete. When I sent in a request to fix it they said they fix it after I move out then charged me. Also on move it I told them the base boards were not painted and they charged me for that.

  Business response

  11/04/2024

  Dear Mr. ********************* you for reaching out and sharing your feedback with us. We greatly appreciate the opportunity to address any concerns, as we are committed to maintaining a high standard of service for all residents. After thoroughly reviewing the issues you raised, we would like to provide a detailed response.
  
  Our management team has offered a fair and reasonable resolution to the matters at hand. However, the resident in question has continued to engage in conduct that we perceive as harassing. The charges under dispute are valid and supported by documented incidents during their occupancy. Throughout this period, we received numerous complaints from neighboring residents regarding the residents behavior, which we have documented with photographs and emails attached herein.
  
  Further, in communications with our maintenance and support teams, the resident employed inappropriate and harassing language, as reflected in the included screenshots. This conduct resulted in multiple vendors canceling appointments, thereby delaying the completion of necessary maintenance work.
  
  Please rest assured that Second Avenue prioritizes a positive and respectful living environment for all residents. If you require additional information or have further questions, please do not hesitate to contact our Resident Experience Team at ************ or ************************************************************.
  
  To summarize, our team acted appropriately in addressing this residents work orders. Unfortunately, the residents use of vulgar and harassing language toward vendors and our support team contributed to delays and, ultimately, disengagement from necessary parties.
  
  Warm regards,

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon vacating the rental property I had gut the gray in early **** being out of the premises before my move out date. I was then sent a detail letter showing of the charges that would be deducted off of the security deposit in fines of $1210.54. My deposit was $2385 the things listed I didnt disapprove of except the the lawn having to be cut again and they were charging me $400 in which there is no way it would cost that much to cut the lawn. Even the city wouldnt charge that much. I was with in the agreement of having cut it and I was no longer responsible after my moving out. I believe this is taking advantage of people and should be dealt with.

  Business response

  08/29/2024

  Dear ****************,
  Thank you for taking the time to share your feedback with us. We sincerely value the input of our residents and are committed to maintaining the highest standard of service. We have carefully reviewed your concerns and would like to address them in detail.
  
  Regarding the chargeback related to the lawn care condition upon move-out, we have attached photos taken by our lawn care vendor four days after the end of your lease. It is important to clarify that lawn care remains the responsibility of the resident until the lease end date, regardless of the date of physical move-out. As shown in the photos, the grass had grown to a height exceeding two feet and required extensive care to bring it back to an acceptable condition. The condition observed by our lawn care vendor indicated signs of long-term neglect, necessitating a labor-intensive restoration process. The charge assessed to your account aligns with industry standards for such services.
  
  At Second Avenue, we are dedicated to ensuring a pleasant living experience for all our residents. Should you have any further questions or require additional information, please do not hesitate to reach out to our Resident Experience Team at ************ or **********************************.
  
  To summarize, the move-out condition chargeback were applied correctly and remains valid under the terms of your lease agreement.
  
  Thank you again for your understanding.
  
  Warm regards,

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have multiple issues with my home I rent from them. Sinking floors no side rails on the front porch to electrical outlets not working. I've contacted them and they said I'm renting the house as is I have to fix the issues.

  Business response

  08/29/2024

  Dear ****************,
  Thank you for taking the time to provide us with your feedback. We greatly value the input of our residents and are committed to delivering a high standard of service. We have carefully reviewed your concerns and would like to address them in detail.
  

  First, regarding the condition of your home at move-in, please know that we make every effort to ensure each residence is safe, clean, and fully functional. However, it is important to acknowledge that not every home can be perfect, and occasional issues may arise. We want to assure you that any matters impacting the habitability of your home will be promptly addressed. However, certain items may be considered cosmetic and therefore not addressed. Such items are generally provided "as is" or may fall within the resident's responsibility, depending on the nature of the issue. Given the age of the propertyover one hundred years oldunlevel floors are a common cosmetic occurrence and are considered "as is."

  Residents are encouraged to thoroughly inspect the home prior to entering into a lease agreement to understand such conditions. Service requests relating to "as is" or cosmetic items will be automatically canceled.
  

  According to our maintenance records, the electrical work orders you submitted have been completed. We also note that a move-in condition form was not received, which might have expedited the resolution of any maintenance concerns. If the electrical work has not been completed to your satisfaction or if additional service is required, please contact our 24-hour maintenance line at ************ to submit a work order.
  

  At Second Avenue, we aim to provide a pleasant living experience for all our residents. If you have any further questions or require more information, please feel free to reach out to our Resident Experience Team at ************ or via email at **********************************.
  

  In summary, we have followed the correct protocol for processing work orders, and any issues deemed cosmetic or "as is" have been handled in accordance with our policies. We remain committed to resolving any outstanding concerns that may affect the habitability of your home.
  
  Warm regards,

  Customer response

  08/30/2024

   
  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in July 2023. Immediately myself and my realtor notified of the smell of gas. I was told was the * trap and was not a gas leak. Refused to. The home was never inspected per my contract.Come look at nor did the builder. Air went out in Sept. took 4 days for them to fix in 100 degree plus temps. Air people came out. Myself and my daughter were having headaches, low energy, and sick all the time. *lants were dying and app said lack of oxygen.Neighbor came around November/dec smelled gas. Gas man came and found the line had a hole and could have exploded the house. We were smelling gas for months. It is unknown if was there before we moved in or created by ac repairman. We move out. I was given instructions to color match the house and touch paint. I took the paint swab to ******************************* and they match exactly. Got a move out bill for 2300 Bc they claim the paint did not match. Im sorry I didnt know I would be paying for the entire house to be repainted. I would have never wasted my time, my energy nor expense of getting the color matched perfect paint. They had builder grade paint on walls that you just touched and left a mark. I have pics of the repaint I did but was charged 2300 Around

  Business response

  08/29/2024

  Dear *******************,
  Thank you for taking the time to share your feedback with us. We greatly value the input of our residents and remain committed to maintaining a high standard of service. We have carefully reviewed your concerns and would like to address them in detail.
  
  First, we would like to discuss your concerns regarding the move-out damage charges. After a thorough review of the vendor notes and your move-out condition photos (attached), it appears that, while we appreciate your efforts to touch up the damaged areas, the paint you applied throughout the home did not match the original color or finish. Unfortunately, this mismatch required a more extensive repainting and professional intervention to restore the property to its original condition. As a result, the charges for repainting were deemed valid and are consistent with industry standards.
  
  Regarding your maintenance concerns from last year, we have reviewed our records and can confirm that the issues were addressed by the builder under the terms of the builder's warranty. We also acknowledge the challenges you faced with the A/C repair, which subsequently required further service to address a gas issue. Our records show that our internal team worked diligently to escalate and expedite these repairs to ensure they were completed as quickly as possible.
  
  At Second Avenue, our priority is to ensure a pleasant living experience for all our residents. If you have any further questions or need additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, we have adhered to the appropriate protocols regarding the move-out condition chargebacks and addressing previous maintenance requests. 
  
  Warm regards,
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around June 15th I had a large tree fall across my backyard due to a confirmed case of termites Someone came out looked at the tree and requested our shed be looked at first to make sure it was structurally sound. This took another week and a half. Over 5 weeks later I am still waiting to enjoy my backyard for the summer because this giant tree is still back there. A year ago we moved in and my bedroom ceiling started to leak. Someone came out and fixed the issue 4 days ago my ceiling started leaking again. I called and they scheduled someone to come out and look at it this past Saturday July 13 between 8a-12p. Nobody called to reschedule nor did they show up. I called the company yesterday and still have heard nothing.

  Business response

  08/13/2024

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

  Thank you for sharing your feedback with us. We highly value our residents' opinions and are committed to providing exceptional service to our residents. We understand your concerns and would like to address them in greater detail.
  

  Regarding the maintenance items you've raised, please rest assured that we take these matters very seriously and are actively working to resolve them. Specifically, in relation to your ceiling leak, multiple vendors have been onsite, and a further visit is scheduled this week to address the issue comprehensively.
  

  As for the tree-related work order, a vendor was dispatched to assess the situation and prepare a bid. We recognize the inconvenience caused by the fallen tree, but please note that it does not impact the habitability of the home. The bid for the tree work is currently under further advisement.
  

  Our team is working diligently with our vendor management department to resolve your maintenance concerns. For updates on maintenance work orders and scheduling, please feel free to contact Lessen at ************.
  

  At Second Avenue, we are dedicated to delivering exceptional service and ensuring a positive living experience for our residents. If you have any further questions or need additional information, please do not hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************.
  

  To summarize, we have followed the correct protocol in handling your maintenance work orders. The issues have been appropriately addressed or deferred, where they do not impact the habitability of the home. We remain committed to resolving any outstanding concerns that affect your living experience.

  Thank you, 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have no air living with rats an they getting rent every month its a 100 degrees in this house all day an night

  Business response

  08/13/2024

  
  Dear ************,
  Thank you for taking the time to share your feedback with us. We deeply value the opinions of our residents and are committed to providing exceptional service to everyone in our community. We understand your concerns and would like to address them in further detail.
  

  Regarding your maintenance items, please rest assured that we take these matters very seriously and are working diligently to resolve your issues. Specifically, concerning your rodent concerns, while pest control is generally considered a resident's responsibility, we have offered to address this issue as a courtesy, aiming to create a safe and enjoyable living experience. Multiple vendors have already been onsite and have implemented several measures to eradicate the rodents. This effort is ongoing, and another vendor visit is scheduled this week to further address the situation.
  

  As for your air conditioning concerns, our records indicate that there was no open work order for your air conditioning at the time you submitted your recent complaints. However, we note that you submitted a work order for your AC yesterday which is currently being scheduled by our vendor managements department.  Per our records, you previously submitted a work order for your AC in May, which was resolved within 72 hours.
  

  Our team continues to work closely with our vendor management department to address all maintenance concerns. For updates on your maintenance work orders and scheduling, please feel free to contact Lessen at ************.
  

  At Second Avenue, we are dedicated to delivering exceptional service and ensuring a pleasant living experience for our residents. If you have any further questions or need additional information, please do not hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************.
  

  In summary, we have followed the correct protocol in handling your maintenance work orders, and the issues have been appropriately addressed. We remain committed to addressing any outstanding concerns.

*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. ↩