Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Waterton ******************* for gross negligence, security failures, and complete disregard for residents at The ***********************. Since Waterton took over, conditions have deteriorated. My car has been broken into four times, most recently on January 11 and January 28, 2025.The secured parking garage I pay $200+ per month for is a joke. The garage door has been broken for months, leaving a 1-foot gap for criminals to enter. Watertons "security patrol" is uselessIve watched them do a five-minute walkthrough and leave. The break-ins keep happening, and management refuses to take real action.After my January 11 break-in, I called and emailed management immediately. No response. Its been over two weeks, and theyve completely ignored me. On January 28, after yet another break-in, I went straight to the office. Their response? Oh yeah, some cars were broken into this morning. Your insurance should cover it. No concern, no accountability, no real plan.This isnt an isolated issuebreak-ins, thefts, and vandalism have been rampant for YEARS. Residents have had their cars, bikes, and storage units broken into, and managements only response has been to install a few cameras while ignoring the bigger problem! They have refused to provide security footage, waive fees, or acknowledge their repeated failures. The only solution I was ever offered was to move parking spaces, which does nothing to fix the issue.I have documented every incident, police report, email, and ignored request. Waterton is failing to provide even basic security while continuing to collect rent and parking fees! Their negligence is unacceptable. **I have consulted legal counsel and will be suing for negligence.**I demand an investigation into Watertons unsafe, deceptive practices. They are knowingly putting residents at risk and doing nothing to fix it.

  

  Business response

  01/30/2025

  ******

  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our leasing and community personnel, we confirmed the vendor that handles our garage door is expected to be onsite to address the issue within the next week. Additionally, we are working diligently to get an onsite patrol team to monitor the garage area. Lastly, we want to assure you that any previous lack of communication you experienced will not be replicated; our team has taken strides to ensure consistent communication for our residents moving forward. Please know it is our goal to help and assist our tenants resolve any issue we can, so we greatly appreciate your patience and understanding as we work through this process together. 

  Sincerely,

  Your Waterton ************* Team

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What the Business Committed to Provide:I applied for an apartment listed on the Willowest in ********* portal with a move-in date of July 12, 2024. The business accepted my application and fees and confirmed the unit was available. However, approximately two weeks before the move-in date, I was informed that the current tenant could not vacate due to unforeseen circumstances. The management offered me alternative units that did not meet my preferences. So, they agreed to refund the $450 I paid.Nature of the Dispute:It has now been over 6 months, and I still have not received my refund. Despite numerous follow-ups through phone calls, emails, and in-person visits, I have been met with constant excuses, including:We're waiting for the manager's approval.We sent the refund check to the wrong address.The refund has been processed, but it takes time to ********* of January 28, 2025, no refund has been issued to me.Attempts to Resolve:The business has repeatedly failed to resolve this issue despite their promises. I even received a public reply to my ****** review asking me to contact them via email, but no reply has been received from the email like all previous emails and phone calls. This ongoing delay and the unprofessional behavior from the management team feel like deliberate stalling tactics.Desired Outcome:I am requesting an immediate refund of my $450 as originally promised. The business must uphold their commitment and refund my money without further delay.

  

  Business response

  01/30/2025

  *****,
  
  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our leasing and community personnel, we confirmed that the refund is being reissued to the address you specified: *****************************************. We greatly appreciate your patience and understanding during this process as we work to resolve this issue.
  
  Please let us know if you have any further questions regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a resident at one of Waterton's properties for a little over two years. I moved out just over 90 days ago. The apartment complex owned by Waterton has failed to pay me and my former roommates our security deposit. We should be receiving around $800+. Every time we contact the apartment complex the manager there is "unavailable" and the agents say that they will have the Manager call us. But after contacting them numerous times the manager of the property has yet to contact me back. I'm hoping this complaint will get this issue resolved and prevent this from happening with future tenants at this property.

  

  Business response

  01/28/2025

  ****,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  

  Sincerely, 
  Your Waterton ************* Team 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I applied to an apartment Sept. 2024 and was not granted a unit per the properties' requirements. I am waiting on my $600 refundable deposit and have not been able to get an answer. I was initially informed by ****** that they had just sold the properties and to reach out to their corporate office for this request. I have had no luck. I would like my deposit refunded as indicated from my initial leasing agent **** *******. I have recently been in contact with new management, ***** ******.

  

  Business response

  01/08/2025

  *******,
  
  We apologize for any inconvenience this is causing and appreciate your patience. After speaking in depth with our community personnel, it was confirmed that you were an applicant when a different company, **********, owned this property, so it appears this matter may have gotten delayed in the turnover of ownership. There was a refund of ****** issued to the provided address: **********************************;on 11/11/2024. ********** has re issued the refund as of January 7th to the address you listed on this BBB complaint (95 W 5th Ave (242) *******************). 

  Please let us know if there is anything else we can help with regarding this matter.

  Sincerely,

  Your Waterton Customer Care Team.

  
  

  Customer response

  01/09/2025

   
  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

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for an apartment and chose to withdrawal my application and notified the on site manager within 72 hour timeframe as required to request refund of $300 admin fee. Manager Azul ***** is never available to take or return calls and failed to respond to any/all emails or is out of the office I want my refund sent back to me as I am on a fixed income and this is a HUGE inconvenience and poor management on their end!

  

  Business response

  11/15/2024

  *****,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  
  

  Sincerely, 
  Your Waterton ************* Team 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to report an issue with L Seven Apartments in *************, ** I submitted an application and deposit for an apartment on August 31, 2024, but the lease was never issued, and despite multiple attempts to contact the management via email and phone, I have received no response. It has now been two montsh, and I am concerned that they are avoiding my communication and withholding my deposit unfairly; I've also been blocked from their email, so it appears to be intentional. I would appreciate any assistance in resolving this matter.

  

  Business response

  10/23/2024

  *******,
  
  Thank you for taking the time to share your experience with us! At the time of your application, ******* was owned and managed by a different company. Waterton took over in September and would be more than happy to work with you on finding a new home. Please email the team directly at **********************************
  
  Sincerely,
  Your Waterton ************* Team

  Customer response

  10/24/2024

   
  Complaint: 22456968
  
  I am rejecting this response because: I'm not interested in finding a new apartment, I want my deposit returned.
  
  Sincerely,
  
  ******* *******

  

  Business response

  11/04/2024

  Hello, 
  We looked further into our records and found the following: 
  Your refund was issued by check on 10/17/2024 and mailed to the forwarding address you provided. You should receive your refund within approximately three to four weeks. The address you provided is: 
  
  To:  ******* *******
  *******************************
  Apt. 1811
  *******, **- 98121

   

  Sincerely, 
  Your Waterton Customer Care Team

  
  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to urgently report a serious issue at ************, where I am a resident. The cargo elevator has been out of service for the past two weeks, and I was not notified about this situation. As a result, I have been unable to move my furniture into my apartment, and I have had no choice but to sleep in my car during this time.This is an unacceptable situation, and I need immediate assistance to resolve this. I cannot move my furniture without the elevator, and

  

  Business response

  10/14/2024

  Hi Valentine,
  
  Thank you for taking the time to share your experience with us. First, we would like to apologize for any miscommunication or inconvenience. We were able to look into your case and our findings include the below information:
  
  It is accurate the passenger elevator was down on 10/3, and the service elevator still has parts on order that we are waiting on; however, in the meantime the passenger elevators have been utilized for move-ins by other tenants. Communication to you, Valentine, has been made by both the Community Manager and Regional Manager with offers to transfer to another apartment including release from the apartment lease.
  
  If there is anything else you need please don't hesitate to reach out to our offices or the Community Manager.
  
  Regards,
  

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22380070, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Valentine Izundu

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My identity was stolen and I placed a freeze on my credit in Feb 2024. In March Waterton properties ran my credit and rented an apartment to someone fraudently using my credit, even though there was a freeze on my credit and they never contacted me. Now they are trying to make me pay $15,000 in damages from the person they rented the apt to. Now they won't return phone calls.

  

  Business response

  09/16/2024

  *******, 
  Thank you for taking the time to share your experience with us. Can you please share the community you have been in discussions with? 
  
  Sincerely, 
  Your Waterton ************* Team

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just recently moved into the apartment complex now 3 days. I called yesterday already about the roaches I found that are crawling everywhere I was told to wait until Thursday. There are damages to the property and when I arrived it wasn't clean there was hair everywhere. When I made them away of the roaches I was also told to get ****** spray and to just spray them in the mean time. I was unable to see the apartment before moving in they told me a few repairs had to be made so that's why I was unable to see it before moving in. I tried multiple times to call the office again to inform them that I had roaches crawling out of the sink but no one has answered. When I went into the office and tried to explain the issue again I got called up when I started to reiterate the issue to them again I was told to have a seat and could no longer wait anymore because I have 2 small children and my sons birthday party is today. It's so disgusting I had to sleep in my car with my children because of fear of having roaches crawl on us. I'm a single mom with 2 small boys I just spent my last to get in the apartment and I'm extremely disgusted and embarrassed of myself even being there. I can't even unload my groceries because of fear of roaches getting into it. I spent my last to move and move I have nothing because I'm so disgusted at even being in there it makes me feel extremely dirty.

  

  Business response

  09/03/2024

  Good morning, *******. 
  
  Thank you for taking the time to share your experience with us. Can you please share the property you are living at so we can look into this matter?
  
  Sincerely, 

  Your Waterton ************* Team

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied to an apartment located at *************************************** and was denied. Before I applied, was told in this case, I would receive a refund for the application processing and no other details. I assumed this meant I would be receiving a refund to the account charged. Upon denial, the leasing managers informed me my refund would be in the form of a check within 30 days. I was not informed of this prior to applying or I would not have applied. I have tried to contact the corporate office multiple times to speak with someone about processing my refund as soon as possible and they have stated multiple times that the person I need to speak with is unavailable. After several calls, several urgent messages left, multiple days, I have received no response. When I call back to get an update or attempt to speak with said person, I receive no information other than the person responsible is unavailable. This is unacceptable. They have my money and I need it back immedidately.

  

  Business response

  07/24/2024

  Hello, 
  Thank you for taking the time to share your experience with us. We are glad to share our records show the regional manager reached out to you and resolved the situation this afternoon. 
  Please let us know if there is anything else you need. 
  
  Sincerely, 

  Your Waterton ************* Team 

*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. ↩