Complaints

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied for a home. I got approved. The home supposed been ready April 29th home wasnt ready check back a month later home still wasnt ready beginning June I ask for a refund @ the time ***** was helping me he stated I will get a full refund still havent got my money back yet I have emails for this conversation

  Business response

  07/15/2024

  Dear *********************,
  Thank you for taking the time to share your feedback. We deeply value our residents' opinions and are committed to providing exceptional service to all.

  We understand your concerns and have addressed them with our internal team. They confirmed that your prelease move-in funds refund has been processed, but an internal delay occurred. We have requested that the refund be reissued and expedited. You should receive your refund within 30 days, potentially sooner.
  

  At Second Avenue, we strive to deliver outstanding service and ensure a pleasant living experience. If you have any further questions or need additional information, please do not hesitate to contact our Resident Experience Team at ************ or **********************************.
  

  Thank you again for your feedback.
  

  Best regards,

  Customer response

  07/15/2024

   
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lived in rental home for five weeks with only toilet in the home working for six days. ******* and melted breakers in electrical box. No hot water for weeks.

  Business response

  07/15/2024

  Dear *************,
  We appreciate you taking the time to share your feedback. At Second Avenue, we value our customers' opinions and strive to provide exceptional service to all residents. We understand your maintenance concerns and would like to address them in more detail.
  

  Regarding your toilet, our maintenance records indicate that the issue began at the beginning of June. We dispatched a vendor, and a bid for the repairs was approved and completed on June 8th. Unfortunately, the problem reoccurred on June 24th, leading us to have the line scoped and jetted. Due to unforeseen delays in vendor bid approval, the jetting and scoping of the lines were completed on July 8th. We continue to work diligently with our local affiliated vendors to ensure all necessary repairs are completed promptly.
  

  As for your water heater, our records show it was serviced on April 25th while the home was vacant. The issue resurfaced on May 29th and was addressed again on June 5th. Unfortunately, the problem reoccurred on June 12th. Due to difficulties with the vendor scope and bid approval, a second opinion was needed on June 20th, and the water heater was replaced on June 24th. On July 9th, we received a work order indicating that the water heater was not working again. We are continuing to work with our local affiliated vendors to ensure all necessary repairs are completed.

  Additionally, you mentioned concerns regarding the electrical components in your home. We do not show any open work orders for these issues. If these problems have not been resolved or reported, please contact Lessen at ************ to submit a work order as soon as possible.
  

  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  

  To summarize, we followed proper protocol for all submitted work orders. There were delays outside of our control with the two mentioned work orders, as well as additional repairs needed from the initial maintenance appointments.
  Sincerely,
  
  Second Avenue Support Team

  Customer response

  07/18/2024

   
  Complaint: 21929397
  
  I am rejecting this response because:
  We are NOT satisfied with the response to this issue and wish for the complaint to remain open. 
  Sincerely,
  
  *******************

  Customer response

  07/18/2024

  The ONLY toilet in the house has been stopped up 7 out of 8 weeks we have been living here. We cant do laundry, take showers or do dishes for the water backing up in the drains. 

  Customer response

  07/19/2024

   
  Complaint: 21929397
  
  I am rejecting this response because:

  
  The ONLY toilet in the house has been stopped up 7 out of 8 weeks we have been living here. We cant do laundry, take showers or do dishes for the water backing up in the drains. 
  
  Sincerely,
  
  *******************

  Business response

  08/29/2024

  Hello, 

  Thank you for your message. This issue has been resolved. The resident has vacate the property and all termination fees have been waived. 

  Thank you,
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They took almost a month to resolve my A/C issue and a RES *** threatened eviction is I didn't pay the increased rent that I was not formally informed about which requires a 30 day notice in the State of ********.

  Business response

  07/15/2024

  Dear **************,
  We appreciate you taking the time to share your feedback. We deeply value our residents' opinions and strive to provide exceptional service to all. We understand your concerns and would like to address them in detail.
  
  Regarding your concerns about the rate increase and lack of notice, you mentioned having signed a lease with the prior management company.Unfortunately, the previous management company did not execute this lease, nor did they provide us with a copy. You also do not have an executed copy of the lease in question. Due to this, we must enforce the executed lease we received from the previous management company. Per the active lease on file, your lease defaults to a month-to-month status at a rate of $1,400.00. This rate and the increase dates are stated in your lease. According to our records, you have chosen to pay only $1,165.00, claiming this was the rate you renewed your lease at with the prior company. However, neither party has a lease to support this claim.Consequently, there is a deficiency of $235.00 per month. Additionally, there are unpaid utility charges on your account, resulting in a large unpaid balance that could potentially lead to an eviction filing.
  
  We have reviewed the call with our Resident Experience Manager, and the claim that he threatened eviction if you didnt pay is not accurate. He politely and professionally explained that an unpaid outstanding balance could lead to an eviction filing, clarifying the process and policy without any threatening tone.
  
  As for your **** maintenance work order, we acknowledge that there were delays outside of our control, including vendor scheduling, bid submission and approval, and parts delays. Our team offered a temporary unit credit to provide relief during these delays, which you declined.
  
  At Second Avenue, we strive to deliver exceptional service and ensure a pleasant living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, we followed proper protocol for both the month-to-month rate increase and the **** work order. There were delays outside our control with the **** work order, and in an effort to provide temporary relief, we offered a temporary unit credit, which was declined. As for the rate increase, the resident chose to pay their desired rate based on a lease that was never executed, and nor provided to us. The rate increase is clearly stated in the executed lease on file provided by the previous management company.
  

  Thank you again for your feedback.

  Customer response

  07/15/2024

   
  Complaint: 21929570
  
  I am rejecting this response.

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had rented a house from Second Avenue in ******** ***** and after we moved out they sent us a move out bill of over 2700 dollars. Stating that 2600 is to repaint the whole house because of us retouching up some of the walls. I reached out to them the same day I received the notice which was on April 11, to dispute the charges and sent them all the move out pictures and after contacting them more than 6 times to get this resolved they tell me its been sent to collections and to communicate with them.

  Business response

  07/11/2024

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

  Thank you for taking the time to share your feedback. We highly value our customers' opinions and are committed to providing exceptional service to all residents. We understand your concerns and would like to address them in more detail.
  

  First, we want to address your concerns regarding the move-out charge. We appreciate your effort to touch up the paint throughout the home. However, the touch-up paint did not match the original color and blend correctly, necessitating additional work on the walls. We have attached photos illustrating the issues with the touch-up paint.
  

  It is important to note that we require the property to be returned to us in the same condition it was provided to you. The condition of the walls and painting did not meet our standards, as there were non-matching paint splashes throughout the home.
  

  Your claim that we did not communicate or provide proper notice is incorrect. We follow standard procedures for deposit account claims and disputes. Once a dispute claim is denied, no additional information is required.
  

  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience.
  

  To summarize, we followed the correct protocol for processing the post-move-out security deposit claim and damage charges based on the condition of the home upon your departure.
  

  Sincerely,
  
  Second Avenue

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been renting at this location for a little over a year. Recently my ** stopped working and I had to put in a maintenance request. While on the phone, I was asked if I had any other requests that needed addressing. I proceeded to add in my kitchen sink, the mold that was accruing under the sink from the leak (both of which have previously been "fixed"), and I asked about getting my window screens replaced. The representative on the call explained to me that the window screen replacement was something that I should have mentioned when I moved in and I explained that I did and each time it was dismissed. He then changed his narrative to the house being rented "as is" and if I wanted them fixed I would have to pay for that myself as it is not covered. Obviously, I canceled that request as I have been living without being able to open my windows since moving in.A **** came out the next day to access my ** unit; he climbed in the attic and checked the outside unit. Quickly he realized the pipes were frozen and brought in new vents. He turned the ** off and told me to leave it off until the ice melted. I could turn the air back on later that evening to see if it was working and he would also come back the next day just to make sure the theory of it just needing a new filter was correct. By the time he arrived the next day, the upstairs air was running better than it ever has and all he did was do a quick wash of the unit outside.Last night, I just happened to look at my portal and I noticed an additional charge of $1,186.78! Unlike the representative that informed me about the window screen, no one informed me I would be charged $1100 for 2 new vents and an ** wash. If I had been, I would have canceled it and sought alternative options! I need someone to call me back so this issue can resolved.This is the exact email I sent to "support" asking for help, only to get a reply stating that the charges are valid and I can work out a payment plan.

  Business response

  07/12/2024

  Dear **************,
  Thank you for taking the time to share your feedback. We value our customers' opinions and strive to provide exceptional service to all residents. We understand your concerns and would like to address them in more detail.
  
  Regarding your maintenance chargeback, after a thorough review by our internal maintenance department, the maintenance chargeback has been confirmed. The review reconfirmed that the maintenance costs totaling $1,186.78 were directly related to incorrectly maintaining the ** filter (see attached photo). Please note that changing the filter at least every three months or as needed helps reduce the stress on the unit.
  
  Your HV** Filter agreement outlines the resident's requirements regarding the maintenance of the HV** equipment. Unfortunately, these requirements were not met:
  
  Resident/s agree/s to obtain the appropriate filter type, style, and size required for the HV** system located within their unit.
  Resident/s agree/s to maintain a consistent quarterly filter change as required per the signed lease agreement. Resident/s agree/s to provide receipts showing the filter has been purchased each quarter.
  Resident/s agree/s to provide a picture showing the filter has been changed in the system.
  Resident/s acknowledges all responsibility for wear/tear and any damages caused by not changing the filter as agreed upon and required by the signed lease agreement.
  

  Additionally, your lease agreement also outlines the resident responsibility for maintaining a clean filter: "HV** Filters: TENANT shall keep all air conditioning filters clean and free from dirt and replace at least every three months"
  
  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  To summarize, our additional review confirmed that the maintenance chargeback was accurate. The resident did not maintain the HV** equipment per our HV** agreement, leading to the required maintenance.
  
  Thank you,

  Customer response

  07/17/2024

   
  Complaint: 21807575
  
  I am rejecting this response because I have already received this email. I have asked to speak to someone about the information provide as it is not factual. Avoiding speaking to me directly is not providing service. Yes, I have agreed that I did not change the filter. This did not cause $1100 in damage! The service that I am being charged for has not even been done and my ** is running better than it ever has! For someone to tell me that I have to pay those charges because you all think the ** may go out soon is not acceptable!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AVOID We were exploring short-term rentals in the area and found a property managed by Second Avenue. We explained our situation to them, and they explained we could break the 1 yr lease with two months rent penalty. After passing their initial background and credit checks (which we paid $200 for), we were told we were approved. After approval we were told we had to immediately remit $500 to secure the property. The agent I was working with told me their onboarding team (who coordinates the lease agreement) would not contact me until I submitted the $500 holding fee. So I submitted the fee and the onboarding team forwarded me the lease for review. Upon review of the lease, it was incredibly restrictive and specifically stated we could not break the lease between November and February. This, in addition to many crazy restrictions in the lease led us to decline to proceed. Everyone involved at Second Avenue knew the nature of our situation from the start and the short term need for the rental. Despite that they continued to take our money and wouldnt even show us the lease until we submitted the $500 holding fee. When we decided to no longer proceed, they told us both the application fee and the holding fee were nonrefundable. It is downright deceitful and bad business practice to force someone to pay you $700 simply to view the terms of your incredibly restrictive lease. I asked for the holding fee back since we are no longer going to rent there, and was told they would not.

  Business response

  05/30/2024

  Dear ***************,
  Thank you for taking the time to share your feedback. We value our customers' opinions and are committed to providing exceptional service to all residents. We understand your concerns and would like to address them in detail.
  
  First, regarding the leasing process, please note that we can provide a sample copy of our lease agreement at any time during the pre-leasing process. The claim that you must pay $700.00 to view the lease is incorrect.
  
  Additionally, we do not offer short-term rentals. You were correctly informed about the two-month penalty for early termination. Any questions or concerns about the early termination policy could have been addressed before completing the application.
  
  The non-refundable $500.00 hold fee is required to finalize the lease and hold the property (taking it off the market) until your lease start date. Once a resident takes possession of the property, the hold fee is applied to their account as a credit.
  
  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. 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, this situation could have been avoided with proactive communication of your concerns to our team before proceeding with the lease process and making nonrefundable hold fee and application payments.

  Regards, 

  Second Avenue Support Team

  
  

  Customer response

  05/30/2024

   
  Complaint: 21717299
  
  I am rejecting this response because your team communicated to me that no one from your office would reach out to me until the holding fee was submitted. So if this is not your policy, you agents are misinforming clients. The listing was never even removed from the market before I communicated that we would not be proceeding, so no loss of clients or income from your perspective. It was less than 3 hours from when lease was sent to when we said we werent going to proceed. At no point in the process where we ever informed that the holding fee was nonrefundable, or I wouldnt have submitted it. Despite your agents, knowing of our short term situation and communicating the two term penalty, your lease also stated that we could not move out for any reason between the months of November and February. This was contrary to the terms discussed with your agent based on our situation and was deceptive. Not to mention the abundance of additional fees in your lease agreement, which were never disclosed to us.

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

  Business response

  06/17/2024

  Dear ***************,
  We acknowledge your dissatisfaction with our previous response and would like to address your concerns in more detail. Throughout the pre-leasing process, we were readily available to answer any questions and provide a sample copy of the lease agreement.
  

  Your primary concern appears to be the commitment to a 12-month lease term without the intention to fulfill it. As with most contractual agreements, there are stipulated penalties for early termination. You were accurately informed about the two-month penalty for early termination, and any questions regarding this policy could have been discussed prior to completing your application.
  

  As previously noted, the non-refundable $500.00 hold fee is a requisite to finalize the lease and is credited to your account once you take possession of the property.
  

  At Second Avenue, we are committed to delivering exceptional service and ensuring a satisfactory living experience. Should you have any further questions or require additional information, please contact our Resident Experience Team at ************ or via email at **********************************.
  

  In conclusion, this situation could have been prevented through proactive communication of your concerns to our team before proceeding with the lease process and making the non-refundable hold fee and application payments.
  
  Sincerely,
  Second Avenue Support Team
  

  
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed several complaints regarding the condition of a home I rented for this company without resolve. I placed several maintenance requests to fix the issues. The company not only refused to fix these issues, they did not allow me to exit the lease, kept my deposit and are trying to charge me for damages the home had previously attained. I am filing a formal complaint as I kept record of all of the communication attempts to the company. No one will call me back and I have never spoken with a person. They double charged me for utilities and I was unable to live in over half of the space of the home due to flooding and black mold. Please, I am asking for help.

  Business response

  05/10/2024

  Dear ***************,
  Thank you for taking the time to provide us with your feedback. We deeply value the opinions of our customers and are committed to delivering exceptional service to all residents. We understand your concerns and would like to address them thoroughly.
  

  Regarding the maintenance issues you raised, our records indicate that we promptly responded to several work orders for the property and are currently in the process of resolving them. Some of these issues required the involvement of multiple vendors and service appointments. Contrary to your assertion, we did offer you options for lease release, which you chose not to pursue while the repairs were underway.
  

  You mentioned difficulty in contacting our team, but our call logs show multiple interactions with both our Support Team members and maintenance team supervisors.
  

  Concerning your utility charges, upon review of your account, it was found that you have outstanding water/sewer charges and vacant service fees for the billing period of 5/1/2023 - 3/1/2024. This occurred as the water service was not placed under your name as stipulated in your lease agreement.
  

  At Second Avenue, our goal is to provide an outstanding living experience for our residents, and we are committed to addressing your concerns promptly. Should you require further assistance or have any additional questions, please don't hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  

  In summary, our team is actively working to resolve your concerns, and we followed proper protocol in handling the various situations you mentioned.
  

  Sincerely,

  Second Avenue Management Team

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented from second avenue and my home was not maintenance ready or inspected before move in. We have a fence that was not fixed before move in, serve safety hazards on the stairs, no AC unit, no window screen in the window, trash all over the lawn, a bedroom with outlets/no light power, and a bathroom with no light power or outlets that work and I have made multiple attempts to have them fix all the maintenance that was suppose to be done but instead they are canceling request and not paying for the maintenance that was suppose to be done before move in.

  Business response

  04/03/2024

  Dear ***************,
  Thank you for sharing your feedback with us. We highly value the opinions of our customers and are committed to providing exceptional service to all residents. We acknowledge your concerns and would like to address them in more depth.
  
  Regarding the maintenance issues present in your home upon move-in, we want to assure you that our objective is to deliver a safe, clean, and fully functional living environment. While we strive for perfection, it's important to recognize that occasional issues may arise. Rest assured, any issues impacting the habitability of your home will be promptly addressed. However, it's worth noting that some matters may be considered cosmetic or fall under the resident's responsibility.
  
  Our team is actively working to resolve these issues, with the aim of significantly improving the property's condition. At Second Avenue, we are dedicated to providing outstanding service and ensuring a positive living experience for all residents. If you have any further questions or require additional assistance, please don't hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************.
  
  In summary, we have followed the appropriate protocol for handling move-in work orders, including correctly canceling orders deemed cosmetic or "as is." We are continually collaborating with our vendor management department to address any outstanding concerns.

  Customer response

  04/04/2024

   
  Complaint: 21453371
  
  I am rejecting this response because:

  
  The maintenance has still not been done on the property and we have been with electricity for a month in our bedroom and bathroom.

  I had to have the state inspector come out to push anything to be done at the residence. The property has failed the inspection in different parts of the home and the inspector has reached out to you all.
  
  The stairs did not pass and proposal has not even been accepted by second avenue to fix them. 
  

  I have had to pay fees from the month I moved in one of them being because I added a different payment to the Jiffy app and you all charged the card on file from when I used my deposit. I was charged $35 fee each time and now have a $107 fee from you all because my account was disabled and I have to send money orders all at your own fault. When I reached out to customer service I was denied for these charges to be taken off even though I did not use the card you all charged. 
  

  The cleaning before move in is not the residents responsibility as well as the maintenance to make sure the home is ready for move in. 
  I came to the home with glass pieces and trash bags full of trash in our yard, no one ever came to resolve this issue or pick it up. 
  

  I was not given any gutters prior to move in, the home slabs and roof was not fixed prior to move in, the fence was not fixed, no screens on the windows (this is getting fixed tomorrow), we do not even have an AC unit on the premises to have Air coming into the home during summer, we have no electric in one room and our bathroom, glass is all over the yard and I have an *** animal. These are all the things still wrong after Ive been requesting since I move in back in February it is not April.
  

  The Second Avenue has only cancelled things that is not my responsibility. If that was the case, then the repairs wouldnt be put in by maintenance technicians who do come and report it then Second Avenue approves them.

  I have also had several maintenance technicians come and say they came but take a picture of the property ( i am home or my partner) and then they leave. This is also a complaint I have made and why our electric is off still due to your maintenance.

  As a resident, I should be able to report maintenance and not have to depend on a maintenance to come and then you all only take a look once maintenance themselves request further maintenance. 
  

  These are all the reasons why I am declining your response.

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

  Business response

  04/24/2024

  Hello ***************,

  We understand your concerns and response objections. However, it's important to emphasize that our team worked diligently to rectify the situation. While we strive to deliver safe, clean, and fully functional homes, we recognize that occasional issues may arise.

  We are committed to promptly addressing any issues that impact the house's habitability. However, certain cosmetic concerns may fall under the resident's responsibility or be considered "as is." As of now all work orders have been completed and/or closed. Please contact our 24-hour maintenance department at ************ if you have any additional maintenance concerns.

  Regarding your online payment concerns, please note that we do not have access to your banking information. The resident is the only user who can input and select payment information. Unfortunately, you have submitted two non-sufficient funds (NSF) transactions and incurred NSF fees for these returned payments. Per policy, after two NSF transactions, your online portal is disabled, and you will need to mail in your rent in certified funds.

  At Second Avenue, we are committed to delivering exceptional service and ensuring a positive living experience for all our residents. Should you have any further inquiries or require additional information, please contact our Resident Experience Team at ************ or via email at **********************************.

  Thank you for your understanding and cooperation.

   

   

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

  Resident Experience Manager

  

  A: ************************************************** 

  E: **************************************

  C: **************

  W: www.secondavenue.com 

   

  Customer response

  04/30/2024

   
  Complaint: 21453371
  
  I am rejecting this response because:
  I have a registered *** and defense still has not been fixed. I still cannot let my dog outside because you guys failed to fix the fence before moving, had someone come out to fix the fence but did not have them come out to add to the missing part of the fence. Once this is complete, I will accept your response. But, until then, all of the matters are not fixed like you stated above you continue to cancel maintenance request that are not Completed. It took me having to call an inspector to the home to get anything resolved through your maintenance. As for my ledger account, I did Input my card, your system charge a different card that I did not have the funds on in which I used for the deposit and that is why my ledger account has been deactivated. 
  

  I also continuously keep getting charged fees even whenever I do send a money order to you guys, so I have made it known to the support that I will not be paying these additional fees and I have sent off my rent which I have not paid the base pay of my rent since move-in because you guys keep adding on fees. As of today, April 30 I have sent the rent for $1075 and I ask that My fence is completed and a maintenance request is input as I was told it would be fixed. You guys put in the request and then canceled it and continue to cancel every time I put in a request. 
  

  I have also spoke with the actual maintenance that comes to my home and they have let me know that all of the maintenance request are being denied by you guys because you do not want to pay for it and that this is a common thing among your company. 
  If I have to go further with legal action I will as this is regarding an emotional support animal And does not fall within the lease agreement for me to have to fix.
  Sincerely,
  *************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had just rented a home from this company, the home was not in move in condition. It was not cleaned keys were not left for us to have as the tenants. I had emailed all my concerns with pictures and nothing was done for about 8 days. When I called I was placed on hold for an hour waiting for a supervisor to call me. Then once I did speak to a supervisor I was told that they ordered the wrong cleaning and that's why it was not completed. Still not a solution. The cleaning supervisor was supposed to call but could not promise cleaning with in the next week (2 weeks after move in).

  Business response

  03/19/2024

  Dear *****************,
  Thank you for taking the time to share your feedback with us. Your opinion is highly valued, and we are committed to providing exceptional service to all our residents. We understand your concerns and would like to address them thoroughly.
  
  Regarding the cleanliness issue during your move-in, we sincerely apologize for falling short of our standards. Despite the home being cleaned by our third-party vendor before your arrival, it is evident that the result did not meet our expectations. To rectify this, we have offered a concession to expedite the cleaning process and offset associated costs.
  
  We also want to address the response times of our team members. We acknowledge the importance of swift action, especially during the moving process. Our records indicate that your initial contact with the onboarding team was on 03/05/2024, followed by further discussions with both the onboarding and maintenance teams on 03/08/2024. The concession was applied to your account on 03/11/2024.
  
  While we strive to deliver safe, clean, and fully functional homes, we recognize that occasional issues may arise. We are committed to promptly addressing any issues that impact the habitability of the home. However, certain cosmetic concerns may fall under the resident's responsibility or are considered "as is."
  
  At Second Avenue, our aim is to provide outstanding service and ensure a pleasant living experience for all residents. If you have any further questions or require additional assistance, please don't hesitate to contact our Resident Experience Team at ************ or via email at **********************************.
  
  In summary, we acknowledge the cleanliness issue and have taken steps to address it promptly. Our team remains committed to resolving any outstanding concerns and ensuring your satisfaction.
  
  Sincerely,

  Second Avenue Support Team

  Customer response

  03/19/2024

   
  Complaint: 21406910
  
  I am rejecting this response because: I was still not able to occupy the home prior to March 11 when I started paying to occupied home as of March 1st. I was told by a supervisor that I would be compensated for the days that I was not able to be in the home due to the cleanliness and I already have a bill of $400 just to have the carpets cleaned. When I spoke to the maintenance person, she told me that the $200 stipend that I received had nothing to do with the time that I was not able to occupy the home. 
  
  Sincerely,
  
  ***********************

  Business response

  03/28/2024

  Hello *****************,
  We understand your concerns and response objections.However, it's important to emphasize that while the cleanliness of the home may not have met expectations, it did not impede the livability of the property.You had the option to move in on your lease start date of 03/01/2024 and address any cleaning needs while occupying the home.
  
  We acknowledge that the cleanliness fell short of our company's standards. Our team worked diligently to rectify the situation and offered a credit to expedite and offset the associated cleaning costs. It's worth noting that the $400.00 cost mentioned stemmed from the vendor and work you arranged. We provided a $250.00 credit, which is typically sufficient for a standard deep clean of a home.
  
  At Second Avenue, we are committed to delivering exceptional service and ensuring a positive living experience for all our residents. Should you have any further inquiries or require additional information, please feel free to reach out to our Resident Experience Team at ************ or via email at **********************************.
  
  Thank you for your understanding and cooperation.

  Customer response

  03/29/2024

   
  Complaint: 21406910
  
  I am rejecting this response because: I was instructed to send pictures of the home and wait for further instruction from your team at second avenue regarding the cleaning. It took your staff over a week to even give me an update after I was told to wait. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I moved into this rental property August 15, 2023. Immediately upon moving in we noticed may issues with the house. The house is brand new, and everything is under warranty but still requires work order from landlord to repair. There is an issue with the kitchen sink, one side of the is disgusting and no matter what i do it doesn't clean up. The roof is messed up any time it rains the roof dumps ALL the water right over my front door so if someone were coming to my front door (only door to enter the house) the person (s) would get totally drenched in rainwater. I spoke with the roofer, and he told me that should not be happening and that the roof needs adjustment. He needs a work order to repair the roof. The doors lack proper weatherstripping (large gaps where sunlight can be seen through). shower tile grout is all cracked all over, front door lock is missing the metal stopper frame to hold the lock mechanism. The whole house floor was not polished properly and there are huge spots which look scratched. The landlord maintenance people have been telling me since August **************************************************************************** It's been 5 months since the landlord has been telling me this and I have yet to hear from the builder. I have requested the builder information so that I may contact him, and they ignore that request, I believe that these people are in violation of the "landlord/tenant Act of 1985." I am repeatedly told these are all under warranty, but they are not following through with the builder, and I have not been given his contact number or name as requested. I have sent all pictures of these issues to the maintenance **** of the landlord.

  Business response

  02/06/2024

  Dear *****************,
  Thank you for taking the time to provide us with your feedback. We highly value the opinions of our customers and are committed to delivering exceptional service to all our residents. We acknowledge your concerns and would like to address them in detail.

  Firstly, regarding the condition of your home at move-in, we strive to ensure that each residence is safe, clean, and fully functional. However, it's important to recognize that perfection isn't always attainable, and occasional issues may arise. If any issues affect the habitability of your home or fall under the builder's warranty, rest assured they will be promptly addressed. However, some items may be considered cosmetic and may not be covered by the warranty, in which case they are deemed "as is" or would the responsibility of the resident, depending on the nature of the issue.

  Additionally, we did not receive a move-in condition form, which could have facilitated a quicker resolution to the maintenance issues. As previously stated, certain cosmetic defects are considered "as is" items, and there are reminders before entering into the lease agreement to thoroughly inspect the home. Service requests falling under these designations will be automatically canceled.
  

  Our team is diligently collaborating with the builder to address any issues covered by the builder's warranty. This ongoing effort aims to resolve the majority of property-related issues.
  At Second Avenue, our goal is to provide exceptional service and ensure a pleasant living experience. Should you have any further questions or require additional information, please don't hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************."
  

  In summary, we followed the correct protocol for processing builder warranty-covered work orders, and cosmetic or "as is" issues were appropriately addressed. We remain committed to working with the builder to resolve any outstanding concerns.
  

  Warm regards,

  Customer response

  02/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  They repaired the front door issues. The double sink the left side still nasty they refuse to replace it. The dishwasher front messed up, its all plastic not hold up. There are many tiles throughout the house that were not properly buffed out. Grout in master bedroom falling out. Thats only the beginning!

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

  Business response

  02/21/2024

  Dear *****************,
  We understand that you may not accept our response, however, as we previous mentioned, we strive to ensure that each residence is safe, clean, and fully functional. It's important to recognize that perfection isn't always attainable, and occasional issues may arise. If any issues affect the habitability of your home or fall under the builder's warranty, rest assured they will be promptly addressed. However, some items may be considered cosmetic and may not be covered by the warranty, in which case they are deemed "as is" or would the responsibility of the resident, depending on the nature of the issue. Certain cosmetic defects are considered "as is" items, and there are reminders before entering into the lease agreement to thoroughly inspect the home. Service requests falling under these designations may be automatically canceled.
  
  Our team is diligently collaborating with the builder to address any issues covered by the builder's warranty. This ongoing effort aims to resolve the majority of property-related issues.
  At Second Avenue, our goal is to provide exceptional service and ensure a pleasant living experience. Should you have any further questions or require additional information, please don't hesitate to reach out to our Resident Experience Team at ************ or via email at **********************************."
  
  In summary, we followed the correct protocol for processing builder warranty-covered work orders, and cosmetic or "as is" issues were appropriately addressed. We remain committed to working with the builder to resolve any outstanding concerns.
  
  Warm regards,

*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. ↩