Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As individuals with documented disabilities, we relied on legal protections that were systematically denied. Our forced relocation has disrupted medical care, support systems, and employment opportunities. The emotional trauma of being threatened in our own home, combined with the physical toll of our deteriorating health conditions, has created lasting damage requiring ongoing medical and psychological care. Documented Violations Discrimination and Safety Concerns Physical threats from staff toward disabled resident Blocked access to ADA-compliant parking despite valid placard Harassment by neighboring resident with known affiliations Denial of reasonable accommodation requests Failure to address documented security concerns Health Impact POTS deterioration Mobility decline PTSD escalation Dramatic increase in seizure frequency requiring medical intervention Documented ***************** from security concerns Mental health decline requiring additional treatment Financial Burden Emergency relocation costs (150-mile move) Increased medical expenses from health deterioration Additional transportation costs due to parking obstruction Lost income from inability to work due to health decline New security measures required for basic safety Legal Violations Fair Housing Act (multiple violations) Americans with Disabilities Act non-compliance Civil Rights violations (religious and ethnic discrimination) Tenant Rights violations Negligent property management endangering protected residents *********************************************** Compensation Full relocation expenses Medical costs related to health deterioration Lost wages and opportunities Emotional distress damages We also request that any negative marks be removed from our credit. The office has incorrectly listed Shaynes information, which has now created an alias and has caused us huge stress.

  Business response

  01/23/2025

  The landlord is authorized to request verification of a disability in support of an accommodation request. The specific unit or home requested is currently occupied, and it is not possible to require another tenant to vacate. We apologize for any inconvenience this may cause.

  Customer response

  01/23/2025

   
  Complaint: 22840343
  
  I am rejecting this response because: 
  Please see attached email that I had sent on 5/28/24 with the specific RCW and cited examples. I am also sharing it here. This email was sent to the property management company at the end of May after over a year of harassment. 
  
  Hi ******, 
  We are writing to formally address serious concerns regarding repeated instances of harassment that my partner and I have experienced as tenants at Glacier Apartments. As disabled individuals, we are acutely aware of our rights under Washington State law, which provide specific protections against harassment and discrimination.
  
  
  Under RCW 59.18.570(9), any form of harassment is explicitly unlawful. Additionally, RCW 49.60.030 prohibits discrimination in housing based on disability, which includes harassment of any nature.
  
  
  Despite numerous informal complaints over the past 1.5 years, no effective action has been taken to address these serious concerns. This letter serves as a detailed documentation of the problems and a request for immediate intervention, citing relevant protections under Washington State law.
  
  
  Specific Instances & Events
  Threats and Harassment by Maintenance Staff:
  On Thursday, May 23rd, 2024, at approximately 12:30 PM, the maintenance truck arrived at apartment 306 for repairs. The maintenance workers played extremely loud music, causing significant disturbance. When my partner, who suffers from a rare seizure disorder and PTSD, asked them to turn the music down, he was ignored. He then yelled down, to Turn the music the f*** down and again was ignored. When he yelled down one last time, he was met with abusive language and threats. One maintenance worker shouted, "Fuck you," and further escalated the situation by physically threatening my partner, calling him a P**** and to come outside and he would beat his ass' '. He challenged my partner to a fight and used derogatory names. This behavior violates RCW 59.18.240, which mandates that landlords must ensure tenants right to quiet enjoyment of their property.
  
  
  Suspected Illegal Activities and Safety Concerns:
  We have repeatedly witnessed and reported illicit activities, including suspected drug deals, to PTLA with no resolution. The presence of such activities violates RCW 59.18.130(6), which requires landlords to maintain premises in a safe and habitable condition.
  
  
  Neighbor Harassment and Unsafe Living Conditions:
  Residents of apartments 315 and 317 have consistently harassed us, smoked inside their apartments (causing secondhand smoke to infiltrate our unit), made excessive noise at all hours, and blocked handicap access. These actions contribute to an unsafe and hostile living environment, exacerbating our health conditions. RCW 70.160.030 prohibits smoking in public places and places of employment, while RCW 59.18.060 requires landlords to control nuisances and ensure tenants' safety and health.
  
  
  Mistreatment from ************************* staff has been unhelpful, demonstrating a clear need for training on diversity, inclusion, equity, and belonging. This includes working with tenants with disabilities and ensuring fair practices. My organization, *****************************, specializes in such training, and as an Executive Business Trainer, I can attest to the necessity of such measures. 
  We have been told by staff that "there is nothing that **** will do" about the drug deals, harassment, constant noise, discriminatory actions, and our safety concerns. We have been kept from accessing handicap parking and walking on the sidewalk. 
  
  
  When we moved in, we let the staff know that I am paid no later than the 7th of the month- and they PROMISED that we would NOT get hit with a $75 late fee- yet we have been charged twice without refund. We also had completed an application, when ******** daughter was going to move in with us- this ended up not being the case, yet we paid for the application, and in less than 24 hours she was gone. When I asked ************ they said that they would not refund us- and this is NOT right. 
  
  
  We have made several calls to the ************ speaking multiple times with ********* and ****** but our concerns have been consistently brushed off. Despite our repeated requests, we have never been allowed to speak with a manager. A recent notice incorrectly stating we did not renew our lease caused significant stress, triggering multiple back-to-back seizures for ******. 
  
  
  We are now scared to go outside and refuse to go out alone due to fear for our safety. We have been previously told we can move to a different complex- and it was made clear that despite us being the victims, that **** is looking at us as the problem. This is NOT right.
  
  
  The ONLY PTLA Staff that has EVER tried to help us, and have been truly inclusive are ***** & **** have advocated and tried to help us with getting concerns addressed, and they have been unable to get the office to escalate this. 
  
  
  We are TRULY thankful for ***** and ****. They are what ALL staff should be like. 
  
  
  Impact on Health and Well-being:
  These incidents have severely impacted my partner and me. My partner's seizure disorder has worsened due to the constant stress and noise, and he experiences frequent flashbacks from PTSD and his prior incarceration. I have felt unsafe and harassed in my own home due to physical intimidation and threats. These issues are exacerbated by the lack of response from PTLA, violating RCW 59.18.570, which protects disabled tenants from discrimination and mandates reasonable accommodations.
  Requested Actions:
  We are urgently requesting the following actions be taken immediately:
  
  
  Enforcement of Noise Regulations:
  Remove disruptive tenants from the property. Apartment 315 has been previously served with two notices, yet the disturbances continue.
  Enforce noise regulations and take appropriate disciplinary actions against maintenance staff and tenants causing disturbances, as per  RCW 59.18.230(2) and RCW 59.18.570.
  
  
  Handling and Resolution of Threats and Harassment:
  Comply with RCW 59.18.240, RCW 59.18.570, and RCW 59.18.570(9).
  Disciplinary action of the maintenance worker involved in the incident and permanently ban the maintenance worker from entering Glacier Apartments.
  
  
  Addressing Illegal Activities:
  Implement effective measures to eliminate illegal activities within the premises.
  Ensure the premises are maintained in a safe and habitable condition, RCW 59.18.130(6) and RCW 59.18.060
  
  
  Ensuring a Safe and Habitable Environment:
  Guarantee an environment free from harassment and secondhand smoke.
  Control nuisances and ensure tenants' safety and health in line with RCW 59.18.060 and RCW 70.160.030.
  
  
  References
  Tenant Rights and Protections:
  As disabled tenants,we have the right to request reasonable accommodations.
  We are protected from any form of harassment and intimidation.
  We are entitled to fair housing without discrimination based on my disability.
  Legal References:
  RCW 59.18.570(9): Unlawfulness of harassment.
  RCW 49.60.030: Prohibition of discrimination based on disability.
  RCW 59.18.575: Procedures for terminating a rental agreement due to landlord harassment.
  RCW 59.18.240: Landlord's duty to ensure tenants' right to quiet enjoyment.
  RCW 59.18.130(6): Landlord's responsibility to maintain safe and habitable premises.
  RCW 70.160.030: Prohibition of smoking in public places and places of employment.
  RCW 59.18.060: Landlord's duty to control nuisances and ensure tenants' safety and health.
  RCW 59.18.230(2): Noise regulations enforcement.
  RCW 59.18.570: Protections for disabled tenants from discrimination and mandates for reasonable accommodations.
  RCW 59.18.130 - Prohibitions on tenant behavior
  RCW 59.18.200 - Notice requirements for illegal activity
  RCW 59.18.250 - Prohibition on retaliation
  
  
  
  We expect a written response within 48 hours outlining the steps that will be taken to address these issues. Failure to take appropriate action will leave us no choice but to seek further assistance from legal authorities and tenant advocacy groups as well as advocates within the Disability Discrimination fields. I also have a substantial professional network of 9K people that have closely followed my journey and have already been in touch with an advocate in case further action is needed. 
  
  We just had to resign our lease- we wanted to originally get into GreenPointe, and we regret not going there. Now, we are frustrated and angry that we pay our rent, and are respectful, and we are being pushed out. We can NOT pull money out of nowhere- If we are going to hear "move to a different complex"- then PTLA needs to pay for ALL costs associated with it. We are the victims in this and are not being heard. 
  
  We hope that we can resolve this matter amicably and swiftly. Thank you for your immediate attention to this serious matter.
  
  
  Sincerely,
  ***** *******, CCH, CPLC
  Shayne Forest
  
  

  Business response

  02/19/2025

  Thank you for sharing your concerns. We want to assure you that we take all resident feedback seriously and strive to address issues promptly and fairly. Our team assisted you in the application process for a unit at *********************; however, on 1/10/24, we received a message from you stating that you wished to remain in your current unit for another year before attempting to move. On 2/13/24, we confirmed that we would be sending your renewal lease and clearly communicated that signing it would commit you to a 12-month lease term in your current unit, making you ineligible to transfer units or properties. You acknowledged your understanding of these terms and chose to proceed with the renewal.

  Additionally, we took your concerns regarding other tenants seriously and addressed them promptly. While we worked to accommodate your request for a different unit, we did not have any available options that met your specific needs at the time.

  Because of these agreements, we are unable to grant your request for a full refund. As such, the remaining balance on your account remains due. Please contact our office if you have any questions regarding your final balance or payment arrangements. 

  Customer response

  02/19/2025

   
  Complaint: 22840343
  
  I am rejecting this response because: ************ broke ****. I have escalated this to a Civil Rights Attorney, The ** ****************************************** 

   

  Your staff threatened us AFTER signing. 

  you are crooks! 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 04/14/2024 I had a house fire which was deemed an accident that started as a neighbor was smoking. This caused about 16 apartments to have damage, 4 apartments including mine to lose nearly everything we owned. The apartment complex had us pay a secondary company to collect our belongings even though they hired their own company to throw our things away without telling us. Each neighbor involved was told different things and never received a collaborate email or alert. The apartment management could not be contacted via phone, I was provided a false email, and they were never in office. I spoke with them 3x after the fire occurred. They did not provide their insurance information so none of us can get our deductibles back: which my insurance was concerned they might not even have insurance to pay us back. The company was terrible during our time of need and offered us little-to-no help. We also had walk through in each apartment 2x within the month before the fire and the grill was not removed from the patio of the start of the fire, none of the key four apartments had the fire alarms go off and the fire extinguisher did not work. They risked our lives and will not even provide information to help us. ********** the fire department and police staff mentioned that this would be around the 3rd fire the apartment complex has had. I DID try contacting at least 15 different attorney agencies, all of which would not take my individual case. Neighbors wanted to sue but gave up as no one could find help.

  Business response

  12/04/2024

  Thank you for reaching out. We are concerned to hear of your claims and want to make sure we can help you get assistance. To better investigate your complaint, can you please answer the following questions?
  
  - What was the secondary company you were told to pay to remove your belongings? Do you have written documentation of a **** employee instructing you to pay a company to remove your things?
  - What phone number and email address have you been contacting?
  - We instructed residents to contact their insurance company, and your insurance company should have reached out to us. Can you confirm this happened, and what contact information was provided to the insurance company?

  Customer response

  12/04/2024

   
  Complaint: 22592218
  
  I am rejecting this response because:

  1. We were told my ***** (when we finally received a call) that we had to pay Clean Image to get our belongings out and this would be the only way to have our belongings obtained. When we tried to have fire come to help us, which they agreed to do, no one returned our call when we told the complex fire could help. We dont have many things in writing as a false email was provided by *****, and no other emails were appointed to us and were purposely avoided. (Includes 2.)

  3. Of course as of yesterday ***** said the number changed. That doesnt matter. We all have called including residents and their insurance companies since April. We were not provided any emails. AND letters have been sent to the company many many times as deemed by our insurance company.

  4. All of our insurance companies had the same number you have had the past 5 years I have lived there, except for now youve changed your number at a very convenient time. AND again, we have called since April so just changing your number does not work as an excuse. Since the next day after the fire I contacted my insurance company and they have made it clear and neighbors have that their has been minimal communication. 
  
  
  Sincerely,
  
  ****** ******

  Business response

  01/29/2025

  Are you able to tell us what email address you were provided? That would help us look into this matter further. I believe our team is now in communication with the insurance company, and we are happy to provide them with the information they need.  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings,So my girlfriend and I just moved into ******* at June road managed by PTLA property management. We're renting a single bedroom rental with the understanding that we have one assigned parking space. We have two cars and were told that there would be ample guest parking at a first come first serve basis. There are 4 or 5 spaces within our complex and several more in an adjacent neighborhood just before the apartment complex begins. We moved in formally on Monday this week and I parked in the spaces in the adjacent neighborhood. Later that evening I returned to my car to retrieve something and there are people towing cars. There were board members that belonged to the adjacent neighborhood that informed us that the information we were given about the outside parking was indeed false and they own the parking. So now I'm in a situation where I have two cars and one spot and when asked for a solution, all management says " well you knew parking was first come first serve" . I understand that however we were ALSO told there would be ample parking and are given ZERO solutions. I've tried calling upper management and just am met with answering machines. It seems no one cares to help or makes any attempt to return my messages and isn't the least bit understanding of our situation. We moved here under false pretences that there would be adequate parking and that's not the case at all. Now If I cant find find parking I have to drive over a mile away to a shopping center and risk car prowlers or getting towed regardless. Please help us.

  Business response

  10/10/2024

  We understand your frustration, and we apologize that we cannot offer a better solution at this time. This community does not have additional parking, and while this is clearly stated in the lease, we apologize if this was not clear during the leasing process. We try to make this as clear as possible up front, but it sounds like there may have been a misunderstanding. Please let us know if you would like to discuss further.

  Customer response

  10/17/2024

   
  Complaint: 22370286
  
  I am rejecting this response because:
  During the application process with the leasing office staff, I was told I would be authorized to park in a certain area outside of my assigned spot for a second vehicle. I asked numerous times if tenants had issues with parking. I was assured there wouldn't be. The first night I move, the area I was led to believe were authorized to park in, had vehicles being towed. Out with the tow truck were board members from the adjacent neighborhood who informed me that they have contacted **** numerous times letting them know that they owned the parking area and PTLA has no rights to the area. If I was given proper information to begin with, I wouldn't have signed a lease. Now I'm in a position where I have no guaranteed parking for a second vehicle. When going to the leasing office, I asked ***** ( the staff member there) what solution she has for me. She unapologetically said she doesn't have a solution. The management is beyond sub par and non-communicative. I'd like to break this lease and be made whole.
  Sincerely,
  
  ******* *******

  Business response

  10/18/2024

  Thank you for your response. We are unable to verify that you were told incorrect information regarding parking at this property. Do you have any email communications with our staff where this was stated that you can provide? And can you provide the name of the staff member who you believe communicated this information? We will need to investigate your claim further, but unfortunately at this time there is no evidence that the lease agreement is not valid.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved into The ** apartment 201 on Wednesday the 11th. The rent is by room with a total of four rooms each person paying $882. I moved and was told that the apartment had no issues, but we moved in and one of the rooms is under construction and is not tenable. There is a missing window that has been covered with plastic which has several holes, along with multiple holes coming from nails protruding from outside the room. Additionally, the wall is covered with patches of missing paint and dry wall; all of this causes cold air to seep into the room.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I live at the **************** in **********, ** at ********************. We have had several incidents where the fire panel in our building will beep every few seconds throughout the building for days at a time. Not only is this extremely frustrating, but the **** management company refuses to answer the phone, respond to emails, or address this issue at all. This has been going on for 2 years. This beeping is heard throughout the entire building and has made it impossible to sleep or work at the apartment where I pay to live. All I want is for this issue to be remedied and for **** to fix the issues effecting their tenants.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner and I rented a 2 bed/1 bath from PTLA Property Management in June 2023 and the lease agreement concluded on June 2024. PTLA gave us our final financial statement on June 11, 2024 with a statement saying we owe $5,287.49 for damages. We have paid PTLA over $15,600 in one year alone. In the lease agreement, it states that the tenant is responsible for paying for a professional cleaning service. Other people have hired cleaning services and are still charged over $2,000 in damages. Per RCW 59.18.280 normal wear and tear of the carpet and paint should not be charged if the carpet is still in good condition. We were only shown pictures of the damages and never received an invoice or breakdown of parts that will be required or if PTLA has extra tools on hand to complete the job. Yet, another RCW they are breaking. The tenant has the right to see the breakdown of costs and for PTLA to send a cost breakdown and receipts of parts they purchase for what is essentially a remodel. We went in to **** on June 12 to try to dispute the matter and we even offered to pay them $1,000 and they would not accept that. We can't afford to pay the full amount nor should we. We will not sign any paperwork or go into payment installment plan with PTLA and we would like this to stay out of collections.

  Business response

  06/26/2024

  Thank you for your feedback, and we're sorry to hear that you did not have a good experience with our team. Confirming one of our team members has reached out and will work with you to discuss this further and reach a resolution. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to report this company for what I believe to be false advertising. My daughter and three other young women are attempting to secure housing in ********** for the next academic year (fall 2024-spring 2025) and have applied for and been approved for an apartment in a building called The U, managed by PTLA Property Management. My husband and I had agreed to serve as guarantors for my daughter's renting the apartment. The apartment they selected can be seen here: *****************************************************************************************************. The rental price listed is $819/month for a 4-bedroom unit, plus utilities. The young women were ready to sign the lease when my daughter, by chance, spoke to a representative of the management company who happened to mention that the rental price is per bedroom, not per apartment. NOWHERE in any of the information provided prior to signing a lease is that information presented (that I or any of the young ladies has been able to find). The representative of the company told my daughter that the way it is presented was "a little confusing" but that their lease prices are per bedroom not per apartment.I have instructed the young women NOT to sign any leases and we will be looking for alternative housing for my daughter. I cannot imagine that this practice is legal--it reeks suspiciously of a bait-and-switch--but I am equally certain there is some loophole the management company uses, or that the information is somewhere available but not at all easy to find (believe me, I have looked quite arduously). I think they are taking advantage of a naive population of college students. In any case I believe this is false advertising. The website and information are grossly misleading, as far as I am able to discern.Thank you for your attention to this matter.

  Customer response

  03/18/2024

  Attached please find the lease document I received from the property management company to sign.  I highlighted the few places where it clearly states that the lease is for one bedroom within the apartment, but the language of the lease throughout refers to that bedroom as "the apartment."  As with their website, this is egregiously misleading.  In the section about utilities billing, it clearly describes dividing the utility bills amongst the occupants; this further implies (unless one already read the opening paragraphs closely) that the lease is split among the tenants (in this case, four bedrooms and four tenants).  But it is not.  Again, I feel this is misleading, disingenuous, and frankly dishonest.

  Business response

  03/22/2024

  Thank you for your feedback. We agree that the website listing was unclear and are working with our website provider so that the listing clearly states that prices are by bedroom. We appreciate you bringing this to our attention. A member of our team will be in contact with you directly to address your individual situation further.

  Customer response

  03/22/2024

   
  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.  Thank you to the BBB and the business for their quick and satisfactory resolution!
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We are renting an apartment through this company. We signed a 1-year lease and paid a deposit of $250 as well as paying the first month's rent and utilities and another $150 or so in fees. Unbeknownst to us, an additional charge of $40 was assessed for renter's insurance. This was not shown in the outstanding balance on the day (September 7th) all rent/utilities/fees were paid, the day we moved in. As a result, PTLA has been charging a $5 per day late fee. I didn't notice this until today when I went into their system to add proof of insurance that we purchased on our own. PTLA has assessed $70 in late fees on an overdue balance of only $40 for a charge that was not disclosed to us before we paid all rent/utilities/fees that were due prior to moving in on September 7th. Had I not logged in today, and instead logged into pay rent on October 1st, the total late fees would have been an additional $40. I paid the $40 balance today and asked for a refund of the late fees, but the company refused. I asked to speak to a manager and I was transferred to one but went straight to voicemail.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was a tenant in **** ********************************************************. I had bought a house and was hoping to move out early before my lease ends at the end of June 2022. I was in contact (over the phone and email) with **** *(mainly Roswell and one email from *****) who informed me that I would be incurred a $250 early move out fee and a $75 advertising fee. Roswell advised me to look for a replacement tenant OR **** can be the ones to look for one and that if they find someone, then I would only have to pay (on top of the $250 and $75) a half a months rent (Re-rent fee) for the month of June. She informed me multiple times that "they should have no problem getting that room filled".I am now informed by a new person named Emelie (merely a week later dropping off my keys) that not only did she not know about that rule (**** looking for someone to takeover the lease), but I now have to pay $250 early move out fee, $75 advertising fee, my rent for June ($1935), BUT ALSO THE ***RENT FEE of half my rent. The re-rent fee (finders fee) is the problem since the unit is NOT going to be re-rented since im still paying for that full months rent. **** will be receiving a large amount of money for a townhome that remained empty. Now, it is impossible to reach them (emelie or roswell) by email or telephone.

*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. ↩