Complaints

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into ***** Apartment located at ********************************, San Francisco, California ********* in April 2023, and have been hearing noise from the Skydeck since then. We chose to live on the penthouse level because we planned to avoid any noise above us. Due to the unique features of the Skydeck, we are the only unit that could hear noise from upstairs after we discussed it with neighbors on the same floor. It is because they have wooden stairs and uneven tiles right above our unit and never fixed them.We have been patiently communicating and cooperating with the management team to diagnose the issue, and yet they refused to provide any instant solution to minimize the sound coming from Skydeck. We started hearing banging noises at 2 am, 3 am, and 4 am every week continually. This is unacceptable and we really don't know what should we do with this situation.So far, the management team hasn't been proactive in offering alternative solutions like transferring to another unit or lowering the rent but kept asking us to contact the front desk at night when we hear noise. People come and go, we can't contact the front desk every time we hear noise in the middle of the night, which doesn't alleviate the noise happening to begin with.

  Business response

  11/17/2023

  Good Afternoon,

  Bozzuto management company took over management duties of this building in September 2023 

  I met with the residents on Friday 11/10/2023 we put in place some temporary safe guards to help mitigate potential noise. 

  We have a potential fix slated for the week of 11/27/2023. this has been communicated to the residents. We will continue to follow up on this until fully resolved. 

  Thank you, 

  **** ******* 

  Regional Portfolio Manager 

  Bozzuto Management Company

  Customer response

  11/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  Hi ****,

  Thank you for your response.

  I only have the option to accept or decline the response, and I would like to keep this case open until we resolve the issue within the time frame you provided. Please keep me posted and feel free to reach out if you have any questions. Thank you.

  Regards,
  
  ****** ***

  Customer response

  11/21/2023

  Good afternoon,

  I hope this message finds you well.

  Thank you for helping with my complaint. I do see that my case will be closed and a review will be posted. 

  Could you please let me know if I'm able to re-open the case in the future regarding the same issue? In addition, I don't see this company from BBB website anymore, would you please share a link of their webpage with me? Thank you!

  Best regards,

  ******

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 15, 2023, my fourteen-year-old dog *****, a Shih Tzu, was violently attacked unprovoked by a neighbor's dog (Husky) in the lobby in front of the leasing office that was still open at the time of the incident and was captured via The *********’s CCTV. When I asked the leasing associate, *****, if he witnessed the incident, he stated, "I was minding my business," which was inappropriate, especially knowing my dog was being attacked. On October 16, 2023, ***** had to be euthanized due to the injuries sustained from the attack. At this point, I am very disappointed with how this serious incident was handled. Nevertheless, I was advised by management (*****) to exchange phone numbers with the Husky owner, ******** ******, to inform her about *****’s condition and compensation. Additionally, The *********’s Management could not advise me of the policies and procedures for this type of incident regarding what The *********/The Bozzuto Group is responsible for. Moreover, I have asked several times for the incident report, which I am still waiting to receive, and I am not sure if one was completed. This is very upsetting and heartbreaking. I raised ***** for thirteen years out of his fourteen years of life; he was more than my emotional support dog, he was my child with paws; and to witness him being grabbed and held by the throat helpless, was traumatizing. At this point, I don’t believe that the owner will compensate me for the emergency room bills, and If she does not pay, The *********/The Bozzuto Group should be responsible, especially due to the fact that it happened inside of the building. If this had happened to someone’s child, it would have been handled differently!

  Business response

  11/09/2023

  Dear BBB,
  
  Upon communication of the described incident included in the complaint, Management stepped in to address the incident.  An internal incident report was distributed and a notice was issued to the resident whom owned the husky. Per internal policies and the lease agreement, pets must be removed within the stated time period if an incident occurs.  The pet was removed within the timeframe included in the notice.  Incident reports are for internal use only and video footage cannot be shared to ensure the privacy of all residents.  If an incident occurs involving resident pets, the resident should take appropriate legal action against the involved pet owner to ensure compensation is received.    This information was communicated to the resident and was instructed to exchange phone numbers with the resident involved.
  
  Should you have any questions, please do not hesitate to reach out.
  
  Sincerely,
  
  ***************************
  Property Manager
  ************* 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 22 and 26, 2023, I sent a Notice of Tender and Notice of Acceptance to your company and its indentured trustee, providing a clear opportunity for resolution within a ten-day period. However, no action has been taken to address this matter. In my prior communications, I detailed the discrepancies in the presented amounts, which stood at $21,246.83 and $1,909.99, respectively. These discrepancies are in direct violation of the following federal regulations: Regulation Z - 12 CFR § 1026.13 - Billing Error Resolution Section (1): Consumers' right to withhold disputed amount; collection action prohibited. Section (d)(1): Rules pending resolution. 15 U.S.C. § 1666d - Treatment of Credit Balances. 15 U.S.C. § 1693m - Civil Liability. 15 U.S.C. § 1693n - Criminal Liability. UCC § 3-603. 18 U.S. Code § 8 - Obligation or Other Security of the United States. These violations have not only caused financial harm but also resulted in significant inconvenience and distress. In accordance with 15 U.S.C. § 1693m - Civil Liability, I am entitled to recover actual damages sustained due to your failure to comply with these provisions. This may include an amount not less than $100, but not greater than $1,000, in the case of an individual action. Moreover, knowingly and willfully failing to comply with the provisions of these federal statutes, as outlined in 15 U.S. Code § 1693n - Criminal Liability, may result in severe penalties, including fines of up to $5,000 or imprisonment for up to one year. Furthermore, under the principles of law applicable to tender of payment under a simple contract as specified in UCC § 3-603, I have tendered payment of the undisputed amount. However, this tender was refused, leading to a discharge of the obligation, to the extent of the amount tendered, including any liability of indorsers or accommodation parties.

  Customer response

  10/03/2023

  These discrepancies violate critical federal regulations, and I intend to assert my rights under the law.
  15 U.S.C. § 44, as defined in IRS Publication 583, requires an explanation and resolution of the issues presented in the billing statements. I request access to both the account's journal and credits, as well as the ledger and debits, to verify the current accounting and taxes related to this account.
  Regarding 15 U.S.C. § 1666d, if there is a credit balance exceeding $1 in accordance with IRS Publication 583, it should be promptly credited to me as the consumer by check. This is a formal instruction under 15 U.S.C. § 1666(b)(2) to provide documentary evidence, including books of account as per 15 U.S.C. § 44, to resolve this billing error.
  Furthermore, I am aware that under Title 15 U.S.Code § 1666(e), the creditor has legally agreed to forfeit all rights to collect on all past, present, and future disputed amounts when resolving this billing error.
  I hereby invoke my right as a consumer to withhold all past, present, and future disputed amounts pursuant to 12 CFR 1026.13d(1) and hold the creditor liable under 15 U.S.Code § 1693m.
  Additionally, per 12 CFR 1026.13d(3), the creditor must not accelerate any part of the consumer's indebtedness or restrict or close a consumer's account solely because the consumer has exercised their rights under this section. Failure to comply may result in forfeiture penalties under 15 U.S.C. § 1666(e).
  In compliance with Regulation B 12 C.F.R Subpart B "Requirements Remittance Transfers," I have made a genuine effort to settle the disputed amount. Unfortunately, this attempt was rejected, leading to a discharge of the obligation to the extent of the amount tendered, including any liability of indorsers or accommodation parties, in accordance with UCC § 3-603.
  Lastly, it's crucial to understand that under 18 U.S. Code § 8 - Obligation or Other Security of the United States, the term "obligation or other security of the United States" encompasses a wide range of financial instruments relevant to this matter, emphasizing the serious implications of non-compliance.
  
  Account number associated with **********************: ********
  
  Account number And routing number to direct funds:
  
  account number: ********.
  
  Routing number:  *********

  Customer response

  10/03/2023

  Registered mail Tracking #:
  **** **** **** **** **** **
  
  Registered mail Tracking #:
  **** **** **** **** **** **

  Customer response

  10/05/2023

  These discrepancies, regrettably, appear to contravene critical federal regulations. In my pursuit of resolution, I assert my rights while upholding the principles of the law.
  
  To start, we find guidance in UCC § 1-105, where the principle of severability ensures that the validity of other provisions remains intact, even if specific provisions are deemed invalid under certain circumstances.
  
  Moving forward, let us consider the definitions provided by the Uniform Commercial Code:
  
  UCC 1-201(15) defines "Delivery" as the voluntary transfer of possession.
  UCC 1-201(21) elaborates on the term "Holder," delineating criteria based on possession and instrument characteristics.
  UCC 1-201(24) offers insight into the concept of "Money," encompassing mediums of exchange authorized by government, including international agreements.
  Within the framework of UCC § 3-203, we examine the rules governing the transfer of instruments and the rights acquired through such transfers. This is followed by an exploration of UCC § 3-602, which addresses the critical element of payment in the context of financial instruments.
  
  Moreover, UCC § 3-603 outlines the procedures for the tender of payment under a simple contract, reflecting the cooperative nature of transactions in commerce.
  
  In the realm of securities and financial assets, UCC § 8-103 establishes rules for the determination of certain obligations and interests. This brings a layer of clarity to complex financial matters.
  
  UCC § 8-501 is especially relevant, dealing with the acquisition of a security entitlement from a securities intermediary, underlining the importance of proper procedures in financial transactions.
  
  While these laws provide a sturdy legal foundation, I also draw attention to UCC § 4-402, which defines a bank's liability to a customer for wrongful dishonor and the time frame for determining insufficiency of an account.
  
  Additionally, UCC § 3-302 outlines the concept of a holder in due course, elucidating the rights and responsibilities associated with such a status.
  
  Lastly, we come to UCC § 3-505, which deals with the evidence of dishonor, shedding light on the procedural aspects of addressing payment-related issues.
  
  In presenting this comprehensive overview of applicable laws, I emphasize my commitment to a diplomatic and cooperative approach to resolve the discrepancies at hand. It is my belief that through adherence to these legal principles and open communication, a mutually agreeable resolution can be achieved.

  Business response

  11/08/2023

  We are familiar with the complaint of ****************** and have addressed it directly with him. Unfortunately, the purported documents that ****************** submits as payment are not legally valid or permitted under **. ******** lease. Rather, these types of documents have been recognized by the United States Department of Justice as frequently used with respect to certain fraudulent schemes. See **************************************************************************************************** remain open to accepting any legally valid payment or documentation from ****************** and hope to resolve this dispute with him; however we are unable to agree to any of his demands as stated in this complaint.

  Business response

  11/08/2023

  Date Sent: 11/8/2023 9:15:04 AM
  We are familiar with the complaint of ****************** and have addressed it directly with him. Unfortunately, the purported documents that ****************** submits as payment are not legally valid or permitted under Mr. ******** lease. Rather, these types of documents have been recognized by the ************* ********** of ******* as frequently used with respect to certain fraudulent schemes. See **************************************************************************************************** remain open to accepting any legally valid payment or documentation from ****************** and **** to resolve this dispute with him; however we are unable to agree to any of his demands as stated in this complaint.

  Customer response

  11/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  To whom it may concern,
  The security I have provided is not just a mere transaction; it's a legally binding agreement that demands a closer examination. I urge you to review Elme Communities' 10k filing on the Securities and Exchange Commission's website (*******************************************************************************************). Understanding the intricacies of this filing is crucial for comprehending the nature of our arrangement.
  Moreover, I'd like to draw your attention to the principles embedded in the Uniform Commercial Code (UCC), specifically UCC ***** (Tender of Payment) and UCC ***** (Rules for Determining Whether Certain Obligations and ************* Securities or Financial Assets). These UCC sections underscore the significance of the financial instruments involved in our interaction, emphasizing their nature as securities or financial assets.
  Referring to UCC ***** (Proof of Signatures and Status as Holder in Due Course), it's imperative to recognize that the security, tendered on August 22nd and 26th of 2023, comes with an expectation of due process and recognition of its legitimacy. The absence of any response, especially with a lack of identification, puts the matter in dishonor, triggering the automatic discharge of the specified amount as stipulated by UCC *****.
  Additionally, I've received a Copy B of a ****-C from Bozzuto Management Company at their address. This further corroborates the need for a comprehensive review and adjustment of my accounts.
  In the spirit of individual liberty and contractual integrity, I trust that this matter will be approached with due diligence. Please ensure the necessary adjustments are promptly made to reflect the lawful and binding nature of our financial interactions.
  God bless,
  
  
  *******************************
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a tenant in ****************** Apartments, in Chevy Chase, MD owned and managed by the Bozzuto group. I gave notice on July 23, 2023 at 10.24 PM PM that I would not be renewing my lease which expires on September, 25, 2023. I moved out on September 6, 2023, and returned my keys on September 9, 2023 after the apartment had been cleaned. I subsequently canceled my renters' insurance on the apartment as I am no longer living in the apartment. I received an email from ****************** Apartments/Bozzuto that I am being charged for renters' insurance on my apartment beginning September 11. This I believe is wrong as not only have I moved out of the apartment, but the apartment is empty with no one living in it so I see no reason why I ought to be charged for renters' insurance on an empty apartment. This is just a ploy for the company to avoid returning my deposit.

  Business response

  09/19/2023

  If any renter's insurance policy is cancelled before the end of the lease term the system automatically charges and starts a renter's insurance policy for the apartment without renter's insurance. None the less we credited the $8.24 for the renter's insurance back to the resident.

  Customer response

  09/22/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived at the ***** located in Derwood, Maryland (Unit # ***) from December 2017 through December 2018. Recently, I applied to live at another Bozzuto property and was denied because of an entry placed on my ******** rental history report by Bozzuto Management. I have a copy of my rental history report from late July 2023 and this entry wasn't on there. Between late July 2023 and early September 2023 Bozzuto Management place an entry on my rental history report from August 2018 stating an outstanding balance owed, but no figure amount listed. I was never contacted by anyone indicating I owed a balance. All rent was paid on time when l lived at The *****. Since Bozzuto no longer manages the ***** I cannot call to inquire about this entry and calls to the corporate office go unanswered. I'm asking for Bozzuto to remove this mark from my rental history report and asking why something 5 years ago would just now appear.

  Business response

  09/22/2023

  Hello,

  Our credit system has incorrectly reported this.  This resident never owed anything.  Please let me know if I can reach out to him to discuss or write a letter showing he does not owe anything.  Again we are so sorry for any inconvenience  this may have caused.  My contact information is:

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

  General Manager

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

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied to a Bozzuto property (The ********) on June 29th, 2023 right after the listing was posted on ****** and prior to touring. In addition to the $50 application fee, a $500 amenity fee is also required in order to apply. I found that a bit odd, so I called The Lockwood and spoke to someone at the front desk before applying. They confirmed the amenity fee would be refunded if I didn't move forward with renting the apartment. On July 6th, I toured the common areas and a similar unit. On July 13th, I toured the unit I had applied for and decided it wasn't the right fit for me. I notified the manager on July 14th and on July 17th was informed that the amenity fee would be refunded via mailed check in 30-45 days. The delay in refunding was never mentioned in the application or when I called the ******** before applying or anytime during the two tours. I posted a review on BBB on July 29th and received a reply two days later saying they couldn't find a record of my name in their application system! Not the response I was expecting. They asked me for some additional information and I requested they contact me privately which never happened. On August 30th, I followed up with The ******** to see if they had an update on the check. The response was disappointing - the accounting department would void and reissue the check, causing a further delay in the refund. At a time when I have a number of additional expenses related to moving, I am now at 45+ days down $500 for a place I didn't rent. As far as a resolution goes, a credit card refund or picking up the check from the Bozzuto office would be greatly appreciated. 

  Business response

  09/07/2023

  Good Morning, ****-
  
  I hope this finds you well! I wanted to follow up to confirm if you received the refund check yet. Please do keep us posted; were happy to help.
  
  Sincerely,
  
  *****************************
  She/Her/Hers
  Multi-Site General Manager
  
  **********
  ***************************************************************
  (O) ************ | ***************
  
  ********************
  ****************************************************************
  (O) ************ | *****************
  
  From: *********************** <***************************************; ********* Wednesday, September 6, 2023 1:14 PM
  To: *********************************** <**************************************************************>
  Cc: ***************************** <************************************>
  Subject: Re: ******** - #*** - Refund Check
  
  Hi *********,
  
  Thanks for your email. I will check to see if it arrived this afternoon and will confirm with you.
  
  Best,
  ****
  
  On Wed, Sep 6, 2023 at 12:22?PM *********************************** <**************************************************************>wrote:
  Hi ****,
  
  I hope you are doing well. I wanted to confirm that check #**** was cut for your refund on 8/31/2023. Have you received this check yet?
  
  Thanks!
  
  ***********************************
  Multi-Site Resident Accounts Manager 
  (O) ************
  
  **********
  ***************************************************************
  ************ | ***************
  
  ********
  ************************;| ************** *****
  ************ | DCDistrict.com
  
  **********
  *************************************************************
  ************ | *********************   
  
  ********************
  ****************************************************************
  ************ | *****************  
  
  ***
  ***************************************************************************
  ************ | *****************
  
  NATIONALLY CERTIFIED AS A GREAT PLACE TO WORK
  NAMED A TOP WORKPLACE BY THE ********** POST EIGHT YEARS IN A ROW
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Incomplete and Vague Damage Assessment: After terminating my lease due to personal reasons in Dec 2022, and acknowledging the penalties associated with breaking the lease, I was approached by the Assistant Manager, **. ******** She informed me of an additional outstanding balance of $3,769.87, attributed to partial rent and alleged damages to the vinyl flooring, reportedly due to pet urine. It is worth noting that during the move-out inspection, the attending staff confirmed that everything was in order, with no mention of any damages. Despite my repeated attempts to comprehend the precise nature of the claimed damage, all I received was a vague description. Unresponsiveness and Miscommunication: In pursuit of clarity, my communications to **. ******* went unanswered. To add to the confusion, on March 11th, I was notified by **. ****** the Resident Manager, of an incorrect outstanding balance amounting to $4,688.48. To further compound the matter, the move-out statement provided to me bore a name that wasn't mine. Despite these conspicuous errors, there was no admission of mistake or an accompanying apology. Unexpected Collection Warning: I cleared the aforementioned amount via a money order by the end of March 2023, receiving confirmation of its receipt from **. ***** in April. Assuming this settled the matter, I was taken aback when, during an application process for a new apartment, I discovered a collection warning against my name, showing a residual balance for ***************** This balance was prematurely reported to the collections agency, ***, in January 2023, merely 20 days after my move-out. I was kept in the dark regarding this action. Moreover, ***'s records continue to inaccurately reflect a balance for ***************** an amount I have conclusively settled. I'm disappointed with **************** management's professionalism. The initial warmth during leasing contrasted sharply with the opacity and disorganization upon departure.

  Business response

  09/22/2023

  Good morning,

  Thank you for the information. As of September 2nd I contacted *** to confirm that the amount had been paid. While the resident was informed of the damage and charges, including photographs of the damage in January 2023 by our Resident Accounts Manager, *************************, and was contacted again in March 2023 by myself to request payment, the account had not been satisfied until confirmation that the account had been sent to our collections team at the end of March. We received payment for the balance due as confirmed with the past resident on April 7th 2023. At this time we have confirmation from FCO that the account is listed at "Paid in Full". Please see the attached information. 

  If you have any additional questions, please feel free to reach out. 

  Kind regards,

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

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The leasing office failed to provide me an updated lease for my renewal scheduled for 8.6.23. On 8.21.23, *************************, Assistant Property Manager, created a lease for the unit, and back dated the lease to reflect 6.15.23. She then declined to update the lease agreement to reflect the date she generated and subsequently sent the lease for signing. The assistant property manager also misrepresented when she provided the lease, despite the documentation of the lease being generated over two weeks after the scheduled renewal.

  Business response

  08/29/2023

  Hi - 

  The resident was sent the renewal lease but it looks like the resident did not receive the email that allows her to sign the lease on the day the lease is generated. The information in the lease contract is correct, the issue is the document has a date that shows when the lease was typed at the top corner of the document. Typically when we send a lease out for signature residents have time to read the renewal lease and have about 30-days to sign the renewal lease. If a resident fails to sign the lease on time, the lease expires and we have to regenerate a new lease. Once the resident signs the lease we execute the lease and share a copy with the resident. After speaking to ****************** today she asked if we could generate a new lease today and she would sign the lease today, we will execute the lease today so that the lease generation date, the resident signature date and the execution date all remain the same.

  I believe this will solve the complaint. We are available until 5PM for any questions or concerns in the leasing office at ***** *****.

  Sincerely,

  *****************, General Manager, ************************ ****

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I believe I am suffering from deceptive and misleading leasing practices from *************, a Bozzuto managed property. We are experiencing loud vibrations and squeaks from the gym underneath us. When we first toured the unit, the leasing agent assured us during our initial tour July3rd that the apartment was adequately insulated from sound and that there had never been a noise complaint. (This can be heard on a video I made during the visit). We also have an email misrepresentation from the General Manager sayingBozzuto was not "privy to any noise issue previously" before we moved in.Finally, during our in-person meeting July 25th, she assured us "there have been no noise complaints from this unit in the past year and a half". We later found out that previous tenants had complained about the noise issue and Bozzuto keeps renting out the unit and hoping people do not have the means or energy to fight them or move out. Bozzuto has been unwilling to make reasonable concessions even though they lied and misled us multiple times. We pay an inordinate amount of rent to be dealing with something like this. I am looking for some guidance and appreciate any insight your organization or repercussions your organization might provide. Thanks ***

  Business response

  09/15/2023

  Dear **************************,
  
  We are sorry to hear your concerns about your experience with *************. During your initial tour and conversation with the General Manager, these individuals answered the question to the best of their ability and spoke truthfully about not being aware of any prior noise complaints. ************* has been fully open about the nature of the mixed-use community, and your lease addresses this in the Mixed-Use Addendum. With regards to concessions, management has offered options to transfer with waived fees and vacate without any penalty, which you have chosen to forgo.Meanwhile, management has worked diligently with the retail tenant to complete an acoustic test and make revisions to the equipment to ensure they meet their lease requirements around noise. We will continue to answer any questions,address any concerns, and provide regular status updates. We appreciate your patience and understanding as we work to resolve this matter for you as quickly and efficiently as possible. Thank you.
  
  Sincerely,
  ************* Management

  Customer response

  09/18/2023

  ******** ** ** response has not alleviated my concerns. They claim that the general manager and leasing agent spoke truthfully about not being aware of any prior noise complaints, yet, I have written confirmation of previous tenants disclosing this information to the leasing office. In addition, they claimed that there were previous acoustic tests completed in the unit which displays they are either grossly negligent by not being aware of the noise issue or are lying. Their claim that this was covered in the mixed-use addendum assumes the leasing contract was presented in good faith, which it was not as a material defect with the unit was intentionally withheld. 
  
  To address their concessions, the options presented were paying thousands of dollars for another unit in the building or to leave. They display no regard for the financial burden either of these options posed on my roommate and myself, especially since it is their failure to disclose the information that would cause these hardships.
  
  I am more than happy to withdraw complaints if the noise is fixed, but it has not been at this point, two months after my complaint and a year since the original complaint from the previous tenant. 

  Customer response

  09/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20513847
  
  I am rejecting this response because:

  ******** ** *s response has not alleviated my concerns. They claim that the general manager and leasing agent spoke truthfully about not being aware of any prior noise complaints, yet, I have written confirmation of previous tenants disclosing this information to the leasing office. In addition, they claimed that there were previous acoustic tests completed in the unit which displays they are either grossly negligent by not being aware of the noise issue or are lying. Their claim that this was covered in the mixed-use addendum assumes the leasing contract was presented in good faith, which it was not as a material defect with the unit was intentionally withheld. 
  
  To address their concessions, the options presented were paying thousands of dollars for another unit in the building or to leave. They display no regard for the financial burden either of these options posed on my roommate and myself, especially since it is their failure to disclose the information that would cause these hardships.
  
  I am more than happy to withdraw complaints if the noise is fixed, but it has not been at this point, two months after my complaint and a year since the original complaint from the previous tenant. 
  

  Regards,
  
  *****************************

  Customer response

  09/20/2023

  Hello,

  ******** ** ** response has not alleviated my concerns. They claim that the general manager and leasing agent spoke truthfully about not being aware of any prior noise complaints, yet, I have written confirmation of previous tenants disclosing this information to the leasing office. In addition, they claimed that there were previous acoustic tests completed in the unit which displays they are either grossly negligent by not being aware of the noise issue or are lying. Their claim that this was covered in the mixed-use addendum assumes the leasing contract was presented in good faith, which it was not as a material defect with the unit was intentionally withheld. 
  

  To address their concessions, the options presented were paying thousands of dollars for another unit in the building or to leave. They display no regard for the financial burden either of these options posed on my roommate and myself, especially since it is their failure to disclose the information that would cause these hardships.
  
  I am more than happy to withdraw complaints if the noise is fixed, but it has not been at this point, two months after my complaint and a year since the original complaint from the previous tenant.

  Attached you will find the original noise complaint from the previous tenant, received in 2022 and acknowledged by Insignia leasing agents. Bozzuto continues to lie, claiming they were not privy to any noise issues previously (that email is also attached). They did not "speak truthfully". They have displayed a pattern of predatory leasing practices to get the rent from this unit. Any course of action suggested by the BBB would be helpful to get this issue resolved. 

  Customer response

  09/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20513847
  
  I am rejecting this response because:

  ******** ** *s response has not alleviated my concerns. They claim that the general manager and leasing agent spoke truthfully about not being aware of any prior noise complaints, yet, I have written confirmation of previous tenants disclosing this information to the leasing office. In addition, they claimed that there were previous acoustic tests completed in the unit which displays they are either grossly negligent by not being aware of the noise issue or are lying. Their claim that this was covered in the mixed-use addendum assumes the leasing contract was presented in good faith, which it was not as a material defect with the unit was intentionally withheld. 
  
  To address their concessions, the options presented were paying thousands of dollars for another unit in the building or to leave. They display no regard for the financial burden either of these options posed on my roommate and myself, especially since it is their failure to disclose the information that would cause these hardships.
  
  I am more than happy to withdraw complaints if the noise is fixed, but it has not been at this point, two months after my complaint and a year since the original complaint from the previous tenant.
  
  Attached you will find the original noise complaint from the previous tenant, received in 2022 and acknowledged by Insignia leasing agents. Bozzuto continues to lie, claiming they were not privy to any noise issues previously (that email is also attached). They did not "speak truthfully". They have displayed a pattern of predatory leasing practices to get the rent from this unit. Any course of action suggested by the BBB would be helpful to get this issue resolved. 

  Regards,
  
  *****************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a resident at ************, a Buzzuto Property in Arlington, VA. I had friends over for dinner at the rooftop area on August 12, 2023. *******, who works at the property, informed us that as long as we kept our gathering to one table, buzzed up our own guests, and did not stop any other residents from using the rooftop space, that we would not have to pay any fees to have dinner on the roof. Now the property has charged me a $375 event fee for using the space. The full space was not reserved for us, we did not prevent any other residents from using the space (there were other residents playing pool when we arrived and we were even charged for that time period), and we buzzed up our own guests, so we did not receive any of the services that the event fee is supposed to cover. Please help me remove this fee! I love this property, but I have been very upset with how this was handled.I have guests who were also present with ******* and are ready to sign an affidavit corroborating this version of events. She told us we could use the space without paying a fee this time as long as we followed her instructions, which we did to a tee. Im sure you can understand that being charged $375 when we were told that we could use the space for free is very frustrating.

  Business response

  09/05/2023

  Good afternoon,
  
  I regret to observe the escalation of this matter by a resident of ********* Apartments, a corporate rental property. On Saturday, August 12, ****** (who is not a resident through ************) hosted a planned gathering, including an invitation to meet in our ****** clubroom. Our community agreement, available at move-in, within our community handbook, and on our resident portal, outlines the proper steps for reserving the clubroom for gatherings, including associated deposits and hourly fees.
  
  Our concierge on duty informed ****** of the policy and associated fees when it became evident that there were no scheduled reservations, as his guests arrived following the sent-out invites for directions to the gathering. The concierge did not wish to force the removal of the guests or end the gathering but did mention that Management would follow up regarding the unauthorized use of the clubroom, which ultimately discouraged other residents from using the area.
  
  On Monday, August 14th, Management sent an email to the resident and ********* Apartments contact (*****************) the lease agreement holder informing them of the unauthorized space use, including the application of a $150/hourly fee or $675 (for the 4.5 hours the space was utilized). The fee is charged for an exclusive use of the clubroom. There are no other services that come with reserving and utilizing the space for a gathering. As a gesture of goodwill,Management reduced the fee to $375 and waived the cleaning fee of $300, as the clubroom was not cleaned up as per the agreement.
  
  Subsequently,when the resident escalated the matter to our managing partners and directors,the fee was waived from ********* Apartments' ledger. The resident does not pay ************ rent or any other fees directly.  We conveyed this decision to ********* Apartments and left it to their discretion whether or not to waive the fee to ******. At this time, I am unsure which direction they chose however ********* Apartments did inform ****************** Management that they have chosen to ask the resident to vacate effective 9/7/2023. 
  
  We have, in this instance, waived the fee and communicated with the relevant parties accordingly. Please do not hesitate to inform ****************** Management/Bozzuto Management if there are any further concerns or if additional information is required. Thank you.

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

  General Manager

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

  Customer response

  09/06/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution of waiving the fee is satisfactory to me. 
  
  Regards,
  
  **
  
  

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