ComplaintsforTwo Coast Living

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My 12-month lease for apartment #**** at the Terraces on *************************** in ***************, ******* ended on 8/16/2024. I gave the proper 60-day notice and ensured the apartment manager and assistant had my forwarding ********** of October 28, 2024, I still have not received my security deposit return and itemized deductions which should include half month rent and utilities for August 2024. I have video proof that I left the apartment in excellent condition so no monies should be taken for cleaning/repair. I have emailed, called, and met in-person with the assistant and the manager and the best answer that I've received is that there is a computer glitch preventing the security deposit return. There is very little support from the on-site manager and no support at all from their corporate office.

  Business response

  11/14/2024

  Thank you for bringing this matter to our attention. We would like to apologize for the delay in returning Ms. ***** ****** security deposit for apartment #**** at the Terraces at ***************************. After reviewing the situation, we would like to provide the following details:
  The Lease ended on 8/16/2024, and she provided the required 60-day notice. However, due to a clerical error, her move-out date was incorrectly recorded as 9/16/2024 in our records. This issue was discovered when we attempted to process rent for September. Furthermore, Ms. **** had already paid the full rent for August 2024 so we did not get prompted to review the account until September. Once the error was identified, we took immediate steps to rectify the issue. The refund of Ms. ****** security deposit was processed, but due to the ledger correction, it caused a slight delay. We mailed the refund last week, and Ms. **** should receive the payment shortly.

  We sincerely apologize for any frustration Ms. **** experienced in her efforts to follow up on the matter. While we aim to provide exceptional service and timely responses, the technical issue and communication gaps led to an unfortunate delay. We have been working diligently to ensure this issue is resolved and will take steps to prevent similar situations in the future.

  We understand Ms. ****** concerns and regret that this situation has caused her inconvenience. We hope that the refund reaches her promptly and that she will accept our sincerest apologies for the delay.
  

  If there are any additional questions or clarifications needed, please do not hesitate to contact us.
  

  Customer response

  11/14/2024

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

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I have lived in our Tempe apartment since May 15th, 2024. Since then, the property manager and maintenance team have shut off water to the complex 31 times. Five of those times affected our building directly. The water is typically off for several hours. We are never given any notice and only one time has it been documented as an emergency. Upon contracting the property manager about this issue, I was told verbally that shutting off water is not illegal. We have documentation of every instance the water has been shut off and are willing to go to court.

  Business response

  11/15/2024

  We appreciate you sharing your experience and deeply regret the inconvenience caused by the water supply outages. We understand how frustrating this situation can be and would like to provide some clarifications.
  In cases of emergency, such as major leaks or damage that may compromise the safety or well-being of residents, it is necessary to interrupt the water supply for immediate repairs. Although we always try to notify residents in advance, on some occasions, the urgent nature of these situations does not allow for advance notice.
  These outages are done as part of our commitment to ensure the safety and well-being of the entire community. However, we take very seriously your concerns about the frequency and duration of outages, as well as the lack of communication in some cases. As such, we will internally review our processes to improve planning and communication with residents, ensuring we minimize any inconvenience.
  We appreciate you raising this issue and assure you that we will continue to work to provide a more comfortable and better informed environment for everyone.

  Customer response

  11/15/2024

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

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Need refund on my deposit for the ******************* apartments in ***********/****** CO area. I try calling the corporate number and the receptionist keeps hanging up on me. I can't get through to anyone in corporate to speak with.

  Business response

  11/20/2024

  Thank you for reaching out regarding the status of your refund. To clarify, when applicants apply, refunds may be issued depending on the circumstances of why the application did not proceed. However, the process of determining refund eligibility is handled directly by the on-site management team. As part of Tenant Relations, we have limited access to detailed information about these situations in our system and cannot provide a status directly.
  
  To ensure your concerns are addressed, we will inform the on-site management team of this complaint and ask them to investigate further and provide you with a detailed response. We recommend contacting the on-site team directly, as they are your primary point of contact and can offer specific insights into your situation. If necessary, they will coordinate with Accounts Payable to address your refund inquiry promptly.
  
  We appreciate your patience and will ensure the appropriate team follows up with you as soon as possible.

  Customer response

  11/22/2024

   
  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.

  I did call the property again and spoke with a lady. She informed me that a check has been mailed out to me. I just recently moved and made a **** address change to forward mail to my new address. However, I do not want any confusion or lost mail. 

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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have lived at the ***************************** since August 2023. I originally rented a 1 br apartment. When my lease was up I wanted to transfer to a 2 br. They charged me $300 for this. I was notified a few weeks before moving that the apartment I was supposed to move into had electrical issues and that they needed to push my move in date to August 7th. At the time I used a third party Flex to make rent payments. On August 1st Flex charged me $644.55 for half of the months rent but paid the property $1,238. I then had to pay $2,636 for a security deposit. After many weeks of hassle, instead of refunding my payment to Flex so that they could refund me so I could pay properly the assistant manager refuses. He states that for a week of being at my old apartment, that I wouldnt have stayed at if they hadnt changed my move in date from the 2nd, they charged me $588 plus $160 for utilities back in June. Which is $749 more than half a month of rent. So now since **** paid my rent in full ($1,238) I am now expected to pay flex ******. In which if I dont pay this will hurt my credit score. I have reached out to Flex for the refund multiple times and was only told that the property has to refund them so they can refund me. The assistant manager insists that he cannot do that and that I will be receiving $490 back for the difference, but again, I am expected to pay Flex ******, because they cannot see the breakdown of pricing through the property. They have prorated the apartment I transferred to and the difference for 7 days is $270, how is that? When the current apartment costs more. I just want them to do this process properly but it feels like I am constantly given a hard time. It saddens me because I have recommended so many people to this property.

  Business response

  11/20/2024

  Thank you for bringing this matter to our attention and for your patience as we reviewed your concern. We sincerely apologize for any inconvenience or frustration you may have experienced during this process.
  After carefully reviewing our records, we can confirm that a refund in the amount of $1,462.68 was processed as follows:
  Vendor: ING2751
  Check Number: 0000748786
  Processed On: September 20, 2024
  Cashed On: October 25, 2024
  We appreciate your understanding as we work to ensure accurate processing of refunds and financial transactions. If you have any further questions or concerns about this refund or require additional documentation, please do not hesitate to reach out to us.
  Once again, we apologize for any inconvenience and thank you for your patience. We value the opportunity to address your concerns and ensure your satisfaction.

  Customer response

  11/20/2024

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied online for an apartment at Heritage at ********, in *****, *****, on July 1, 2024. The website required that I pay two non-refundable application fees of $95 (one for myself, ******* ********, and a second for my husband, ***** ********) and a refundable deposit of $500, totaling $693.90. We were declined within 24 hours. Heritage at ******** has not repaid the refundable deposit of $500. They agreed verbally over the phone and in writing to refund the deposit claiming that it was being processed by their corporate office and a check would be mailed to our address. We have not received the check by mail and Heritage at ******** refuses to speak with myself or my husband regarding the matter.

  Business response

  11/20/2024

  Our records indicate that we mailed a refund check for $500.00 on August 1, 2024 to the address on file:
  ***********************************************************************************
  Payment Details:
  Payment #: 2214
  Payee: ******* ********, ***** ********
  Processed Date: 08/01/2024
  Post Month: 07/2024
  If you have not received this payment, please let us know so we can promptly initiate a re-issuance with our **************************** Additionally, to avoid further delays, kindly confirm the address where you would like the check to be mailed.
  Thank you for your patience and cooperation as we work to resolve this matter.
  

  Customer response

  11/21/2024

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

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an apartment at thebindepende greem apartments in ****************. I was given an incorrect reason for a denial. I was told that the ****** i paid for fees would be refunded to me. Ive called for an eta and was told it would process the following Monday after i was denied. I called again after one week and was told 30 days. The 30 days have passed as of 8/19. Ive sent email and calls and still havent received any information. I would like that status of that refund.

  Business response

  10/09/2024

  Our records show that this refund was processed and you received and cashed the check: 

  Vendor: ING2701
  

  Check Number: 0000740761
  Processed On: 08/08/2024
  Cashed On: 09/25/2024
  Payment Type: Check Processing
  Amount: $400.00

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon renting apartment at ****** at *********, I paid $2700 for last months rent and the deposit. When the last month came, I was asked to pay again and that it would be refunded or I would be evicted. I asked them why do I have to pay twice and they demanded I pay it and they will refund it. Its been almost 2 months now. I have been out of the apartment and nobody has returned any of my calls or refunded any of my money .

  Business response

  09/26/2024

  Thank you for bringing this matter to our attention. We apologize for any frustration and inconvenience you have experienced regarding the refund of your last month's rent.
  Based on our investigation, we have noted that you vacated the apartment on July 5, 2024. Your vendor ID is *******, and a check (number **********) for $1,578.00 was processed on July 31, 2024.
  If you have not yet received this check, please provide your current mailing address, along with any additional documentation or correspondence that might help us investigate further and ensure that the refund reaches you as quickly as possible.
  We appreciate your patience and cooperation and will work diligently to resolve this matter promptly.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Date of transaction: 5-24-2024 -Amount $370.80 -Application fee and partial security deposit/admin fee for apartment lease -Over the past three months I have provided paystubs, identification, and proof of income as well as references from prior landlords. The communication from the apartment complex has been extremely sporadic at best with little to no updates on my application status. When I finally get in contact with the complex, no seems to know the status of my application and have asked for the same documents three times now. It seems like we are always circling back to the beginning with no progress moving froward. At this point I am looking for a refund from the apartment complex.

  Business response

  10/09/2024

  Thank you for reaching out regarding your application status and the associated fees. We sincerely apologize for the frustration and inconvenience you've experienced during this process.
  After reviewing your situation, we understand the challenges you faced with the communication and repeated requests for documentation. To rectify this, we will be issuing a refund of $300 for your application fee and partial security deposit.
  Please confirm the address to which you would like the refund mailed, and we will process it promptly.
  We appreciate your patience and understanding, and we are committed to improving our communication and service moving forward. If you have any further questions or concerns, please do not hesitate to reach out.

  Customer response

  10/09/2024

   
  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.
  
  I spoke on the phone with a representative and she confirmed my address for the refund. Thank you. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not received my security deposit. The apartment complex I moved from was Park Place of ********** apartment number *****. Move out date was June 2nd 2024 and todays date is August 21st 2024. It has been 81 calendar days, 58 business days, or 11 and a half weeks. Each time I call the leasing office someone new gives me a new time the check is supposed to arrive. The check is very late in weeks, business days, or calendar days. I have verified my new mailing address as well as gotten the statement on how much my security deposit will be.

  Business response

  10/09/2024

  I wanted to confirm that we have processed a payment associated with the following details:
  Vendor ID: PPN2147
  Vendor: DUNSMOREZ
  Check Number: 0000732024
  Payment Date: 06/14/2024
  Cashed On: 09/25/2024
  Amount: $756.36
  If you have any questions or need further details regarding this transaction, please don't hesitate to reach out.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have provided documentation to support my complaint against the apartment complex The retreat at ********* that is owned and operated by this company. I received an eviction notice January of 2024 stating that I owed over $1000 for a water bill balance through November of 2023. This company stated in the lease that they receive a usage amount from a separate 3rd party company and allocate the bill amount to their tenants based off of a formula. The formula that they use is supposed to be based off of the amount of tenants x the square footage of the unit. Right now I have 3 children under the age of 6 and myself living in a 2 bedroom apartment. My monthly water bill is over $200 (More than my electric bill). After going to court we agreed that I would pay a total of $813.57 to clear my balance through November! As you can see in the documents Ive provided, the apartment management went against the court agreement and still charged me for the month of August 2023. Charging me incorrectly lead to her filing an additional eviction notice in July 2024 for the amount of $1306.03! Of course that amount was proven to be incorrect. The apartment manager and lawyer have stated in court documents that we actually only owed $318.52 total. Unfortunately because the apartment manager filed for the second eviction.. we now have to pay an additional amount of $250.00 for eviction fees. This apartment and company will bill you incorrectly for a water bill and still charge you the fees that correspond with the eviction that was incorrect to begin with! The cherry on top is that my rent is paid and has not been late at all since I signed my lease. I am extremely frustrated and I can not believe this is legal. I have requested for the 3rd time a document showing my monthly usage for my water bill and still have yet to receive it. Very very sketchy company/people.. RUN!!

  Business response

  08/21/2024

  This matter is currently under legal review, and we are unable to discuss specific details through the BBB.

*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. ↩