Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a call Im regards to an applicant that applied for a car and an apartment fraudulently using my business details. ******** were made fraudulently with my business name address and phone number. The application does not and has never worked for me. They have allowed the applicant to retrieve an apartment using fraudulent documents without doing proper verification. I am concerned for previous and new residents. If the leasing agent allows fraudulent documents I can only imagine what else or what other scams are being conducted.

  

  Business response

  11/27/2024

  Hello,

  Can you please let us know for what property location this was for?

  Thanks.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint regarding my negative experience with Verde at *****************. I resided at the property for the past two years and moved out on August 20, 2024. On August 31, 2024, I received a move-out statement from the management office demanding payment of $363.20 for carpet replacement by September 6. This charge was presented without any supporting documentation, which is concerning and potentially in violation of Maryland law. According to Maryland Law (Md. Code, Real Property 8-203(f)(1)(i)), tenants are not responsible for repairing or paying for ordinary wear and tear. Furthermore, the law requires landlords to provide an itemized statement of costs, including supporting documentation. In light of this legal requirement, I promptly responded to the move-out statement on August 31 via email. In my response, I requested documentation on the age of the carpet, photos clearly showing the exact damage and receipts for the cost of carpet replacement. I expressed my willingness to pay the cost if these supporting documents were provided.However, I am deeply frustrated by the complete lack of response from the management. They have neither replied to my email nor answered my phone calls regarding this matter. Unfortunately, this unresponsiveness is not an isolated incident but rather a recurring issue I experienced throughout my two-year tenancy. Many of my previous emails to the management office went unanswered, making it extremely difficult to resolve issues. Based on my extensive experience with the management's chronic unresponsiveness, I have little confidence that they will reply before the September 6 deadline, hence my decision to file this formal complaint without further ******** addition, the move-out statement instructed me to pay by check or money order, but I subsequently received a link to make an online payment. This inconsistency has left me confused and unsure about how to proceed.

  

  Business response

  09/24/2024

  Hello, 

  Apologies on not responding to this, we believed Shuo **** had canceled this claim.  Shuo spoke to **** *****, the Property Manager (who had already called Shuo by the time she received this complaint).  **** sent Shuo pictures of the carpet damage and showed proof of the invoice.  Shuo agreed to the damage and paid the balance, bringing the balance to $0.  have attached a screen shot of Shuo's account showing the account has been paid in full. 

   

  I believe this resolves this BBB Complaint.

   

  Thank you, ****** *********, Regional Property Manager

  Customer response

  09/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Shuo ****

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied online for an apartment at ********* in ****** I spoke to A gentleman name **** widow and he walked me through the process and tell me I had to pay a $500 fee for processing fee when I wasnt even sure I was getting the apartment I called all week and it was the Fourth of July but this was put on the 27th of June *** on that Monday, I called to tell them I wasnt interested in the apartment anymore and I would appreciate my money back but nobody would get back to me. All I kept getting was emails on top of emails from ***** ****. Nobody knew who she was but she wanted me to send in my section 8 papers which I never did. It was never processed and then I spoke to ******* on Friday who said youre not getting the money back real rude so I dont I dont have an apartment dear. I want my money back. I mean theres more to it and I really dont know what more to say. I would like to talk to someone about what happened I mean Im just devastated over this.There was no agreement of me guaranteed anything. I just had to fill out forms online which I did and I gave him a $500 processing fee which was in processed because I had to send in things that I didnt want to send in. They will not return my money I dont have an apartment there, so what am I paying on? I really need your help. I mean this is Im kind of desperate and thats a lot of money for them to scam me out of and thats how I feel and I think a lot of residents feel the same way. I want my money back it wasnt professional what they did and how they did it , Id appreciate all the help you can help with if you have any questions please call me ************. My name is ******************* thank you very much. I also explained to **************** was elderly and I was in a situation that I didnt get into with him, but he just didnt seem to care so he never got back to me. I cannot get them so here. I am writing to you. Thank you very much. I hope this helps if you need More info please let me know. Thank you.

  

  Business response

  07/12/2024

  Hi *****,

  We sincerely apologize for the miscommunication regarding the $500 Application Holding Deposit. We take very seriously the handling of these deposits. 

  After communicating with our on-site team, I know they reached out to you and let you know that we refunded the $500 Application Holding Deposit. I'm glad we were able to work together to reach a positive conclusion. We wish you the best in your apartment search!

  Thank you!

  Customer response

  07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I applied for Mission Place apartments online on 3/29/2024, where I paid $275 for holding fee and application fee. I then was approved for another complex I had applied same day for and called ************* on 4/5/2024 and advised I wanted to cancel my application. I was asked to submit this is writing via email and I sent the cancellation email same day. I received an email confirming my cancellation and it advised I would receive my $250 holding fee back within 14 days. I called back to the office and advised on 4/18/2024, that I still had not received the refund and was told the refund came back to them because the wrong name was on the account. I had my friend pay the refund for me with her debit card and when she entered the information for this she thought she had to put my name for the person and she should have put her name for the cardholder. I understood that was an error on our part and explained to the property what happened. I was asked to email the property my new address and they would send a request to their ** to have a physical check mailed out with my name on it which was fine I could cash it and give the money back to my friend. I sent the email with my address and full name as requested on 4/18/2024 and a confirmation email was sent back the same day and I was advised it would take another 2-3 weeks. I followed back up on 5/9/2024 via email again advising still no refund check and this time the property manager ******************************* advised the request was sent to ** and that I needed to speak with them at this point. I have reached out to the ** number provided ************ and I never get an answer. I have called at least 50 times. THIS is unacceptable that my holding fee which is refundable has never been refunded to me and no follow up and now the property too refuses to follow up or provide answers. I did not move in to the property and followed all steps asked. I keep getting automated emails stating I owe $50 which is not true.

  Customer response

  07/04/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  07/05/2024

   

  Hello, 

  This is *******************************, Regional Property Manager at ************* Apartments.  Thank you for bringing this to my attention. After researching the issue, I found the staff did indeed send the refund for reimbursement to our accounting department, who report that as a result of fraud prevention, they could not refund the amount to a different name than the applicant.  I have asked for further clarification, but I am still waiting for a solution. 

  Regarding the $50, I can confirm that there is no balance owed.  

  Thank you for your patience and I will be back in touch once I have been given a solution.  My direct email address is ************************************* Thank you. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2022. The Verde at ***************** collected approximatley ****** from me. They illegally evicted me after my truck was valdilized then reported to the credit bearu that I owe them another 1300.

  

  Business response

  06/10/2024

  Hello,
  *********** was given a 30 day notice to vacate, delivered by our attorney, for a breach of lease.  Our attorney sent her the notice to vacate due to her aggressive behavior to my staff, and allowing an unauthorized pet that she admitted was living in her apartment run around the property unleashed and destroying the property by allowing it to urinate in the hallway.
  
  ************ only lived in the apartment for 4 months.  Her carpet was brand new when she moved in but in the short time she lived there, the carpet was destroyed by pet urine (please see below for two pictures showing her attempt at cleaning the pet stains, which did not come out.)  In order to bring the apartment back to the condition it was in when ************ moved in and have someone else be able to rent it, we replaced the carpet.  We only charged ************ a prorated portion of the carpet charge (we actually mistakenly undercharged her by a year but we will take the loss). 
  
  After her move out on 2/28/23, we performed the statement of deposit.  We charged ************ for her final water bills, the prorated carpet charge and the cost of removing trash bags, as they were left in the apartment.  We mailed ************ her final statement of deposit.  We did not receive a payment so we sent the file to our collection agency and wrote off the bad debt in our computer system, as we would with any other resident. 
  
  On June 4th, 2024 ************ emailed the Verde at Greenbelt Leasing Office,myself and our attorney, saying she was just made aware that she owed a balance. I responded to ************, apologizing if the *********** did not properly deliver the letters we sent to her(we were not given a forwarding address by ************ so we mailed it to her previous apartment, where the *********** would have forwarded it).   I explained the charges to her account. In her letter she also asked why she had been denied when reapplying;I was unaware that she had applied (I work in the corporate office and not on site).  I explained that since she had been given a notice to vacate she would not be approved.  I then told her any account balance payment plans needed to be set up with the collection agency.
  ************ responded to my email with several insults and ended it with a veiled threat.   I have attached the email correspondence for your review.  Our attorney has suggested I file a peace order against ************ due to her threat. 
  ************ was not illegally evicted.
  Her truck was unfortunately vandalized, but the property has nothing to do with that. We reported her balance to our collection agency, who reported to the credit bureau, that she owes a balance. 
  I have attached **************** statement of deposit, her move out inspection showing the carpet needed to be replaced, pictures of pet urine stains, the carpet invoices showing the carpet was new when she moved in and had to be replaced when she moved out, the carpet proration form, and the email exchange. 

  We do not owe her $10,000.  She owes Verde at ********* for the damage done to her brand new carpet.
  Please email at ************************************* should you have any additional questions. We prefer not to communicate to ************ directly due to her behavior in the past. 
  
  Attached email exchange and ***********, statement with deposit with pictures of damage to the apartment, and the breach of lease sent to ************ by our attorney. I have many more documents if needed but would exceed the space allowed on this submission.

   

  Thank you. 
  
  
  

  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's been over 56+ days since my move out walk through with management and turning my keys in. I hav not receive my refund of my deposit. It's been over ***** days the assistant property manager stated it will take. I was told in an email by management my apartment is in perfect condition. I've called the regional office, headquarters, and emailed the leasing office but no one wants to help and I keep getting the run around.

  

  Business response

  05/29/2024

  Hello, 

  This is  *******************************, Regional Property Manager at ***** at *************************  I have researched the deposit refund and found that due to an issue with the correct forwarding address and a subsequent vacation of a member of our accounting staff, the deposit was not send out on the original date as anticipated. 

  The refund check was cut on 5/23/24 and mailed to ******************.  I have attached a receipt from our accounting system. My apologies on the delay; please ask ****************** to confirm with me once the check is received, at *************************************.

  Thank you. 

  Customer response

  06/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to urgently file a formal complaint regarding the failure to reissue my security deposit refund by 100 Memorial Drive managed by DOLBEN. I vacated the apartment in August of last year(21.8.2024). In November 2024, I received a refund check for the security deposit($5,921.94). However, upon attempting to cash the check, I discovered that it included both myself and the previous resident's name on. As a result, I was unable to cash the check.Upon notifying 100 Memorial Drive of the issue, they assured me that a replacement check would be issued promptly. However, as of May 2024, the security deposit has still not been refunded.Despite numerous attempts to follow up on the matter, I have not received a satisfactory response or resolution from this company. This lack of accountability and failure to fulfill their obligation is unacceptable.I believe that resolving this issue on my own is proving to be extremely difficult.

  Customer response

  05/26/2024

  I have not heard from the business in response to my complaint. Could you please help me solve this problem?

  Best,

  

  Business response

  05/28/2024

  Hello -

   

  This check was reissued on 5/16/2024. The check number is *********. We have reached out to the resident to let them know. 

   

  Thank you, 

   

  *********************;

  Property Manager

  Customer response

  05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Security deposit owed.

  

  Business response

  05/09/2024

  Hello BBB,

  The Dolben Company is happy to assist with this complaint however we are not showing this resident in our system at any or our properties.  The contact of *********************** is one of our property managers but in *********  Can we get some further details as to what property he is referring to for a refund on what he paid?

  Please contact me as well to discuss at ************.

  Thanks for your assistance.

  Customer response

  05/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  My name is ******************************* and I lived at an apartment complex, *******************************************************, ***** until September 29, 2023. My son, my girlfriend at the time, and I would all mysteriously be constantly sick. Once my then girlfriend moved out in August 2023, breaking her part of the lease with no regard for the repercussions of doing so, I discovered the source of our illnesses. The apartment, through no fault of ours was infested with mold. The worst part of all, it was the worst in my 2 year old sons room. We reported it to the office several times as well as the city board of health/health inspector. The mold was everywhere, from closets, to walls, the mini-split temperature control units, and out in the open on coats on a coat rack. Upon further inspection I discovered that almost all of the walls were completely saturated with moisture and had off- the- charts moisture meter readings.
  I was able to determine that the woodwork around the exterior of the bedroom window had completely disintegrated, allowing water to pour into the walls and spread throughout the apartment by traveling along the baseboards. The on site maintenance and management team claimed that this whole issue was caused by us as tenants due to running the air conditioning on cool instead of dry mode and the fact that the summer months were very humid. This was obviously a lie, the maintenance and management team were trying to deflect the blame because I, as well as my family, have lived plenty of places and never once ran any unit on dry mode nor had any issues with mold in any way, shape, or form. The leasing office gave me the run around while all I was looking for was for them, in good faith, to let me out of my lease due to hazardous conditions.
  The on site maintenance team was sent over to clean the mold off the surfaces with a solution of some kind. The mold grew back the very next day. It wasnt until I contacted the city board of health/health inspector that the leasing office took my concerns seriously even after seeing it themselves in person as well as in photographs. The leasing office even tried to blow off the health inspectors point of view as he doesnt know what is involved, he said there was way more work necessary than there actually is, there is no problem, its not that bad.The health inspector and office never gave me a copy of the formal report, but it was deemed uninhabitable even before the health inspector left my apartment.After about a week or so, on one of my many follow up calls to the leasing office towards the middle/end of September, the management team determined that the apartment was uninhabitable enough to let me out of my apartment lease and waive the lease termination fee, but insisted that I reside there and pay for the entire month of October. The apartment was in fact uninhabitable, and I could not live there for the month of October under any circumstances. I removed all my belongings and vacated the premises prior to the month of October and kept the few items that were salvageable and stayed with family until I could find other arrangements. To this day, the office is looking for the rent for the month of October and has not given me back my security deposit as a result. Most of my belongings had severe damage to them (I have pictures if necessary) and needed to be replaced. Just a few of the damaged belongings were my sons stroller wagon, stroller, high chair, and pretty much all of my clothing, bedding, and towels. The cost of replacing all of these belongings and moving expenses incurred through no fault of my own easily exceeded the monthly rent cost that I didnt reside at the residence to incur. I asked the office prior to moving out what the process would be to claim damaged/destroyed belongings for reimbursement through the leasing company. The manager at the leasing office said, and I quote, There was someone else in your building that had mold in their unit and they have been waiting a very long time for reimbursement for their belongings. To this day, my son and I are still feeling residual effects as a result of prolonged exposure to mold including coughing fits, runny nose, congestion, sneezing, wheezing, sore throat, and headaches.
  Once I had already been moved out,the leasing office wanted me to come in and sign paperwork to release me from the lease and another form. The form to let me out of the lease was all normal,but the second form was clearly a continuation of another document with a partial paragraph at the top of the page followed by a signature area at the bottom of the page with a completely different font than the paperwork I signed releasing me from the lease. The gentleman in the leasing office at the time tried explaining that it was simply a continuation of the first form I filled out and signed. It was clearly not a continuation of the first form; as mentioned above, the second form had a different style and font, and the wording did not match from one page to the next. After being called out on the discrepancy, the gentleman turned bright red and then conveniently found the first page of the document in a folder that he had in his possession that was closed.
  I refused to sign the document because it was written to absolve the leasing company of all liability. After refusing to sign the document, the gentleman in the leasing office refused to give a copy to me. The first page of the document that was hidden from me reads:
  Residents desire to terminate their lease agreement and vacate the premises prior to the end of their lease which terminates March 3,2024. ******** agrees to waive the notice provision and the lease termination fee of $1825.00 due to certain conditions in the premises. IN CONSIDERATION of the waiver of the lease termination fee and other good and valuable consideration, the receipt and adequacy of which are hereby acknowledged, the undersigned Residents, *********************** and ******************************* (collectively Residents) hereby on behalf of themselves and their successors, representatives, heirs and assigns, release and forever discharge CD 191 South Winds, MA LLC and their successors, personal representatives, assigns, and agents (collectively, the Landlord), and each of them from any and all debts, demands, actions, causes of actions, suits,accounts, covenants, contracts, agreements, damages, and any and all claims,demands, and liabilities whatsoever of every name, nature and kind in any forum, both in law and in equity, which against, or any of them, the Resident(s), now has or ever had, or has in the future known or unknown, from the beginning of the world to this date and especially, without limitation, on account of conditions in their leased apartment at ****************************************************************** (all of the foregoing collectively, the Released Matters). This Release shall bind and inure to the benefit of all heirs,representatives, successors and assigns of the Residents and Landlord.
  The only part of the above- mentioned document I received was the signature page that started the world to this date and especially, without limitation, on account of conditions in their leased apartment at ****************************************************, ************* (all of the foregoing collectively, the Released Matters). This Release shall bind and inure to the benefit of all heirs, representatives, successors and assigns of the Residents and ******************* was hoping I would sign this one page and not ask for the first page of the document. All I want is the security deposit that is owed to me.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  05/17/2024

  We have been in touch with ******************************* and he is securing additional documentation to help resolve the complaint.  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business is continuously charging me a non-compliance fee for insurance. I have provided the leasing agents with my insurance information and listed them as an interested party. The leasing agents at Pine Valley in ******, **, ******************************* and ***************************** refuse to call and verify my insurance. I also contact the mid-*************** and left 3 messages with Mr. ********* assistant and on his voicemail. He has not emailed or called me back. I have CCd him on several emails to my local office. He has not once responded regarding this matter.

  

  Business response

  02/14/2024

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

  Customer response

  02/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 

  I do not see any response from the business. I am unsure what I am supposed to be responding to. In regards to the settlement/resolution, I would like a billing adjustment. I would like the non-compliance fees and late fee removed from my account totalling $193.00.  One of the attachments inludes the fees that I would like removed by ********************** in ******, ******** which is owned by The Dolben Company.
  
  Regards,

  ******

   

   

  

  Business response

  02/21/2024

  Good afternoon ****************,

  I wanted to let you know that we have obtained the declarations page from your insurance provider. The necessary adjustment for the insurance non-compliance charges have been credited to your rental account. Since we were having an issue responding back on the Better Business Bureau site on Wednesday, February 14, ****, I did e-mail you directly. 
  
  Best Regards,

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

  Property Manager

  Pine Valley Apartments

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 23, 2024 resident application was filled out and provided a $500 deposit to view a townhouse condo. Assistant manager, ****************, replied on Wednesday, January 24 that he had availability to show apartments on Saturday, January 27 at that time the townhouse was not available, and two other units were provided for showing of which were not of interest.On Monday, January 29, 2024 ****************** was notified that there was no interest in the apartments and that I was anticipating my $500 deposit returned.He responded that I was not eligible for my $500 refund as it was not notified within a 72 hour, of which it was. An additional email was sent stipulating his error and a letterhead from the ***** company. **** was received via mail stipulating the deposit was no longer refundable. In addition to this, I am filing with the attorney general.

*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. ↩