ComplaintsforRedwood Living, Inc.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May, 2023, I informed ***** at the office (Lebanon, OH location), that I was beginning to look at houses and wasn't sure if I was going to end my lease a little early (lease was until mid September), or I may go over depending on the crazy housing market. On June 30, 2023, I gave written notice that I was vacating by August 30th, and gave my forwarding address. Turns out I was out of the apartment by the middle of June, but still paid my full rent for June and August. I turned my keys in with my payment on August 2nd. As you can see with the attached email, there are a number of inconsistencies by ***** and Lisa at Redwood . They fit whatever narrative when I catch them in a lie. I've tried calling the corporate office to speak with someone there but all you get is voicemail and when you leave a message, they have ***** or Lisa call me back. At the end of the day, I gave 2 months notice, paid for those 2 months and they had possession for a month. I should be given back my security deposit because they didn't list the correct room that needed done, and even then, there were no spots in the den like they said (again switching it to their narrative). Then they say I owe for the rest of September, but then later said it is a termination fee??? I believe they rented my apartment shortly after I gave my keys, and yet they are still charging me. There is always a waiting list. I also believe they are saying there was an issue with the carpet so they can keep my security deposit.

  

  Business response

  10/27/2023

  Hello ********* - We're sorry to hear that your move-out experience did not meet your expectations. Our records indicate that your keys were turned in on August 21, 2023 and the unit was not rented until September 19, 2023. Due to Fair Housing laws, we cannot adjust move-out dates based on the volatile housing market, but we appreciate your payments for July and August. With regard to your security deposit, photographic proof of the carpet damage is attached, which is the sole reason you will not be receiving a refund. We do apologize that the move-out statement was originally incorrect, and have adjusted it to indicate the den is where the carpet damage occurred. Please reach out to ************************** if you would like any further documentation.

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They stated they didn't receive the keys until mid August.  I dropped the keys off on August 2nd when I gave my final payment.  ***** didn't want to walk through the apartment with me.  I see getting billed for the damage to the carpet close to the slider, because I told ***** about it.  But how do I know those pictures are from my apartment or the person before me didn't do the damage?  Also, in Ohio, a landlord has the duty to mitigate damages, which requires that a landlord make reasonable efforts to re-rent the premises rather than charging the tenant for the remaining lease.  When the premises is rented out, the tenant is only responsible for the amount of time the unit was vacant (***** * ***** *** ***** *** *************).   I do not think Redwood attempted to lease this out early.  There is always a waiting list, so it should have been re-leased way before 9/19.  My resolution, is to get my deposit back, and I want to be sure I'm not getting billed for $997 for September.  I gave the 2 months notice that is listed in the contract.  Again - in the email it says it is for rent, then they said it was for terminating the lease.  The lies they tell to get me to pay this and take my security deposit is ridiculous when I have been upfront and honest from the beginning.
  
  Regards,
  
  ********* *******
  
  
  
  
   

• Initial Complaint

  10/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a fee free buyout agreement which stated my vacate date was sept. 21st 2023 and then moved out and then I was charged for “abandoning” and was charged the remainder of the month $615.91. The regional manager ***** at the redwood commerce location was the one who signed and agreed to this and a lower level management sent me the bill for the remaining month payment and won’t respond to my calls or texts. Attached are the documents and the error they made but it won’t let me remove my payment method from their payment center and they charged me at their will and will not provide me with corporates phone number. Please help … on a separate note I have documented instances of their employees entering my apartment on days that they said they wouldn’t because my dog was home, floods inside the apartment from not licensed plumbers, radon test results , electric problems for three years straight and failure to provide me anyone at corporates number to help me. At this point I just wasn’t the money the wrongfully took from me at the end

  

  Business response

  10/16/2023

  *** ******,
  We’re sorry your move-out experience did not meet your expectations. We understand that you’ve been working with our regional manager who has provided you with a revised move-out statement. We are committed to providing the best possible experience and hope this meets with your satisfaction. Please reach out to ************************** if we may be of any further assistance.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I lived at Redwood ********* for 3 years with a lease expiring on 9/11/23. In June 2023 I notified the manager, Lisa, in writing that I was not renewing and that I had someone who wanted to move into my specific apartment on 8/15/23. We were told that person could not move in until AFTER my lease ended on 9/11. So we (myself and the potential new tenant) pushed the issue and were finally told, by Lisa, the legal department said that she could move in if I paid the balance of my lease through 9/11 when I paid the August rent. Then, once she took possession I would get a refund of the overlapping days (Aug 15 – Sept 11). So, I paid the balance on 8/1/23 to finalize the full balance of the lease. Then I moved out on 8/6/23 and returned the keys to Redwood on 8/7/23. Meanwhile the new tenant signed her lease and took possession of the apartment on August 16, 2023. Redwood has now collected rent on the exact same apartment from both me and the new tenant. I received a full refund of my security deposit (less the expected sewer/water which is billed in arrears) on August 21, 2023. However, I have not yet been refunded the rent monies for the days in which the leases overlapped - which I am due. My calculations show that amount to be: $1,418.50 (Rent: $1568/mo, + Pet Rent: $30/mo). I have reached out to the new manager (*******?) multiple times about this and she has told me she “can't get an answer” from anyone. There has been significant turnover in ********* Redwood management since this process started - Lisa was fired before I moved out, Katie took over and assured me she understood the situation, then I moved out and they now have a new site manager, ******* (sp?) who doesn't know or seem to understand the situation at all. After calling MULTIPLE people MULTIPLE times last week I was told that it was a “communication issue” but that has been their only acknowledgement of the situation. I want my refund immediately.

  

  Business response

  09/15/2023

  Hello Mr. ******,

  We understand that the regional manager approved your refund check on Monday, September 18, and that this complaint may have overlapped with your communications with her. While we technically have 30 days to close out your account and issue the payment, it's been confirmed that your check was mailed this week. The regional manager will also reach out to you today to confirm. We hope this meets with your satisfaction. Thank you.

  Customer response

  09/18/2023

  [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 the facts provided by Redwood Living are very obviously incorrect.  However, I did receive a refund check on 9/16/23 and am satisfied that this solves my issue.

  I would like to state, for the record, that my complaint did not "overlap" with Redwood's communications, as there was absolutely NO COMMUNICATIONS from Redwood whatsoever. Despite my multiple calls and voicemails to the site manager, regional managers, and Redwood legal team members, I did NOT receive any communications from them, whatsoever. Had they communicated with me regarding the process, as they claim, I wouldn't have had to file a complaint at all. A simple phone call to let me know they overlooked it and that it was being expedited would have prevented all of this.

  Yes, Redwood has 30 days to close my account. On August 20, 2023 I received a check with my security deposit. THAT was Redwood "closing my account" - they simply FORGOT about the refund for the rent. So, this was NOT a matter of them "having 30 days". Those 30 days were past. I moved out, returned the keys, and was considered a "former tenant" effective August 7, 2023. Thirty days later was September 7, 2023. I filed my complaint on September 12, 2023.

  In their response dated September 12, 2023 they claim that the refund was approved by a regional manager on September 18, 2023. Read those dates again. The whole scenario is farcical and their response is laden with mistruths. But I have my refund and we can close this matter.

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

  
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out from Redwood Living on 7/18, I sent the leasing office a move-out notice on 6/20, and my lease was supposed to end on 8/14, since my lease requested 60 day notice period, I was charged month to month rate for 8/15-8/19 and this is paid off on 8/1. I received my security deposit today and it's only $188.2 while it's supposed to be $500. I checked the bill, there's a water bill from 6/25 to 8/19 while I've already made the payment on 8/1 for the period of 6/25 to 7/25, the statement is attached as evidence. also, there's an insufficient notice fee showing that I noticed them on 6/29, which is wrong. I want to get my money back.

  

  Business response

  09/12/2023

  Hello ******,

  We appreciate your inquiry regarding your security deposit refund and are sorry that you've experienced anything other than our high standards of customer service. We have reviewed your move-out statement and confirmed that you submitted a move-out notice on June 20th, which is within the required 60-day notice period. You were also charged a month-to-month rate for the period of August 15th to August 19th, which is correct. Therefore, a refund check in the amount of $233.33 is being issued today. We hope this meets with your satisfaction and apologize for any inconvenience this has caused.

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They only responded to one request while I also requested the refund for the water bill they double charged. I need they full refund of the amount they overcharged. This business is sneaky, always overcharged when you don’t pay attention.
  
  Regards,
  
  ****** ****
  
  
  
  
   

  

  Business response

  09/14/2023

  After careful review of your account, we can confirm that you were NOT in fact charged twice for the water bill. Please see the attached copy of your ledger to show your last water payment was for the dates 5/25-6/24. The statement you provided covered the dates 6/25-8/19. Respectfully, at this time, the charges of $85.47 are valid and due. Thank you.

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Okay, I got it, one last thing, the address apt # showed on the picture you showed me is not correct, please change it to the correct address: * ******** *** *** **** ****** *****. I'll accept the response then.
  
  Regards,
  
  ****** ****
  
  
  
  
   

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Per email to Redwood Corporate after another service request filed: Brunswick - **** ***** ** ******* ********* - Garage Door I've submitted yet another service request this morning. Could be request #5 or 6, I can't quite recall. Same issue; door will not close periodically with button or opener. Door will also close on it's own randomly whether sensors are blocked or not. Blocking sensor does not return garage door to raise action. Service techs have been out. The most recent claimed that the issue was the spring - not robust enough for the weight of the door. I have requested the unit be replaced and that has not happened. At the very least the sensors should be replaced. The door has almost come down on my car over a half dozen times. This morning it started coming down on my kid. No injuries. I got the door back up, but now it won't go down again. Sensors are not impacted by the sun or any obstructions. Neither the button nor the remote opener will lower the door. At this point I'm ready to demand an entire new door opener unit due to the safety concerns and the number of unsuccessful service calls. Thank you for your attention to this matter.

  

  Business response

  09/11/2023

  Hello *** *****

  We're sorry to hear that you've experienced anything other than our high standards of customer service, and that you've had to submit multiple work orders for your garage door. It was determined that the padding/insulation was the probable cause, but we don't believe you've had any issues since the new garage door opener was installed. We hope this meets with your satisfaction, but please reach out to the site team immediately if they may be of further assistance.

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  Redwood is claiming the panel insulation sheets, weighing at most 8-10 lbs combined for the single door, are the cause of the opener malfunction.  This is not true since the garage door opener/sensors/etc were malfunctioning prior to the insulation panels being installed.  Redwood doesn't want to assume any responsibility for the unit in that it was old and should have been replaced when issues first started happening.  They call it trouble-shooting.  However, after 3 failed attempts the unit should have been replaced.  Attempts were more than double and I had to complain via BBB and corporate in order to get a new unit.  Without complaints I would still have the old and malfunctioning garage opener unit.

  Redwood's goal is not to properly respond to tenant issues, but rather to as cheaply and effortlessly on their part make issues go away.  I do not accept resolution since blame is not being placed correctly on Redwood for failing to address their old, malfunctioning garage door opener unit.  I fully expect to receive a bill for this from Redwood or have my security deposit not returned at the end of my time there because Redwood is incorrectly placing blame on me for their errors regarding the garage door unit issues so I want this documented for my own protection.  I will not pay any bill for Redwoods garage door opener nor will I allow even a penny of my security deposit not returned as a result of this issue.

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

  

  Business response

  09/15/2023

  ** *****

  Our service team has a protocol to follow when fixing or replacing parts of your apartment home. We understand that you have been repeatedly asked by the site team to remove the padding temporarily as a troubleshooting step, but have refused, so they have no choice but to deem the padding to be the culprit. We are pleased that the garage door is now working properly, but have confirmed with our outside garage vendor that the only cause for the malfunction is the padding. You are not currently being charged for any of the replacement parts or service calls. Upon your move out, a determination will be made whether any structural damages were incurred and if charges will be due.

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No individual, verbally or otherwise, told me to remove the insulation panels from my garage door at any point and for any reason.  Now you are resorting to lying which is disgraceful.  Upon leaving we will involve my attorney if you continue to misrepresent what your employees did and/or said and place undue blame on me as a tenant.  
  
  Regards,
  
  ********* ****
  
  
  
  
   

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I completed my move in inspection to Redwood. I put several and very detailed damages to both the carpet from pets, and on the corner of the counter.. at move out inspection, which was today 8-18-23, ******* said that “I would have never moved you in here with this pet damage” and I said to her that she did. She gaslighted me into thinking I was crazy even though I put it all on the move in inspection. She explained they came and cleaned my carpets and I told her they never came and cleaned them. They never fixed the corner edge either.. She said I would be charged for both rooms $500 each and for a couple blinds, $3 each. I even said I would replace the blinds, she wouldn’t let me. I did not sign off on the carpets, she then explained that I had 3 days to turn in my move in sheet and my ESA could have done the damage then. My ESA was not even there, I moved from Missouri and she stayed behind during the move. She then said I would be paying for the oven and the bathrooms, when I did in fact clean them. I am not a professional cleaner but I did clean this apartment. They came in and immediately ripped up the carpets like they knew what they were looking for. This is a scam, not only that but then completely ignored my move in inspection sheet. I was shaking because she lied straight to my face about the corner of the island damage. I will gain an attorney if I need to and spend much more than 1,000 to have justice for this and they I was treated at move out. There were pet stains on the carpets and I listed it on the sheet. There was only 1 place for carpets and it is listed, not only that, the chewed up cabinet is on there as well. I am not letting them scam me for my deposit. And I even told them I wanted to compare it to my move in inspection and she wouldn’t sign that it was already there but signed it on move in!!!! Scam!!

  

  Business response

  09/01/2023

  Hello *****,

  We’re sorry your move-out experience did not meet your expectations. We understand that you have spoken to the regional manager regarding your move-out walkthrough experience. She will review your account and make a determination on what charges may be due. Please understand that it takes about 30 days to process the move out and we will review any damages and prorate for carpet (which only has one year left on its lifecycle). Any funds owed will be deducted from your deposit and we will then process any reimbursement that we owe. We appreciate your patience while we review your account. Thank you.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We lived in a redwood apartment in Medina that was at the front of the development. People continuously entered our apartment thinking it was an office and model. We complained multiple times. The only thing management did was put up a tiny sign out by the common parking that gave the phone number for the office. Our second to last month there, a maintenance person unlocked our door and came in thinking it was an office while I was sitting on the couch in my underwear. This was completely unacceptable so we moved out. I refused to pay the last months rent because my right to privacy was violated. Redwood continuously files to my credit report that I owe them the last months rent. This is completely unacceptable and I feel that they are open to a law suit due to my complete invasion of privacy and the embarrassment that I went through being mostly naked and having their employee unlock my door and walk in unannounced.

  

  Business response

  08/04/2023

  *** ********, We're sorry you had a negative experience while living in Redwood Medina. When you moved out in October 2018, you were informed of the fees required for early termination. This information is also included in your signed lease. After you vacated, numerous attempts were made to reach you for payment, and a small concession was made as a good-faith gesture. Our team clearly communicated the payment deadline and next steps, and once that date passed, your account was sent to collections. Although you remain unsatisfied, this is no longer a matter for Redwood. The collection company is in full control, therefore we recommend working with them directly to make a payment or dispute the charges.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Upon move in, we paid the required $500 security deposit. Before move out, inspection was conducted with the redwood inspector noting “the house looks good” and only noted one issue with damaged siding (which we acknowledged and will happily pay to replace). Now we have a bill of over $600 from them claiming the carpets in the entire house were soiled and needed replacing. In addition, they claimed the carpet was soiled in the spare bedroom which went unused for our entire 2 year lease. Upon asking for proof of these damages, redwood refuses claiming it’s “proprietary.” We are seeking PROOF of these “damages” before simply handing over this lump sum and forfeiting our security deposit in whole.

  

  Business response

  06/16/2023

  ** *******,
  We always want our residents to have a great experience and it looks like that didn’t happen this time. The requested proof of carpet damage is attached, along with proof of installation before your move-in in April 2021. Since the carpet was new and installed upon your move-in to the apartment home, the charges remain valid and due.
  

  Customer response

  06/21/2023

  [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 acceptable to me. Had these images been provided when we initially requested them on June 12th, this complaint would have been unnecessary. Shame on you for being secretive and shame on you for forcing us to replace the carpet in the entire home when neither the master bedroom nor bathroom was affected. Hopefully something will change and you will stop your unethical practices. It's no wonder you have so many vacancies.   
  
  Regards,
  ****** *******
  
  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 12, 2023, I spoke with ********** *********** at Redwood Kannapolis, NC. Having had a bad experience at a sister property, I was extremely careful and specific with my questions. Antoinette showed me unit *****. I liked it, told her my move in date would be 5/27 and I would like a 24 month lease. No problem. We went to the office and I presented all of my financial documentation. She calculated my income and compared it to their requirements and said all was well. I asked who would be reviewing my application and she stated it would be herself. No problem. She also stated that if I applied within 24 hours I would receive a "lucy-lu"(?) which meant my $75 application fee would be applied to my account and the $250 admin fee would be waived. I went home to complete the application, but it did not show the move in date or lease term correctly. She responded by email saying "I can correct all of that. I will try to have that corrected by the time you get off of work but either way I will have it correct by the time you move in." 24 hour time was an issue, so I submitted the application and paid $75. The next day I received an email: "give me a call regarding your apartment floor plan.". I asked the problem with the floor plan and was told "because you want to move in on 5/27, the breezewood that we toured, we cant hold that particular one for that long; however, if you can move in on May 15th I can still give you the breezewood floor plan but it would be in the building below. My response: "Yesterday morning you said there was no problem. Now that I have paid $75 to submit the application, why is it a problem?". Her response blamed upper management and computer difficulties. When I said I wanted the unit I was promised, my application was immediately denied without further explanation. I believe this is a clear case of bait and switch. Complete emails are available on request and further reinforce the unscrupulous dealings with this company..

  

  Business response

  05/15/2023

  Ms. ******,
  Thank you for taking the time to share your feedback about your experience at ******* ********** *******. We're sorry to hear that you've experienced anything other than our high standards of customer service. We’ve spoken to the onsite team, and although you provided financial documentation, the proof of income didn’t have your name included on it, therefore it was insufficient.  Our team sent several requests for a PDF file rather than a screenshot and never received a response from you. We understand this was also an issue at a sister neighborhood. Regarding the “Look and Lease” special, restrictions were in place for move-in by a specific date, which was unfortunately not within your time frame. If you would like to discuss your experience further with a member of management, please reach out to ***************************

  Customer response

  05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  At no time was I given the option to change my move-in date or any other details to secure *****. My only option was to change to a different unit. I was not even told that the second unit had move-in date issues. Furthermore, I was asked for documentation which does not exist (paystubs showing week start date and end date). The documentation submitted clearly showed a pattern of weekly end dates. When I received a voice mail from "******" saying that I was due to move in in a few days (approximately April 24) and she needed my bank records, it became apparent that nothing that had been told to me was accurate. When I questioned why this was happening, THAT was when my application was denied without explanation. Again, I did everything that was asked of me when I applied, but it was not reciprocated on the part of Redwood. When I questioned the changes, I was denied without explanation and to this day there was no reason given for me not having the opportunity to rent the unit I was shown or reason for denial when the documents submitted clearly show that I meet the financial criteria. Again, this was all presented to ********** BEFORE I paid the $75 and I was told everything was fine. Redwood changed everything AFTER I paid the $75 and, as a result, I feel entitled to a refund.
  
  
  
  Regards,
  
  ******** ******
  
  
  
  
   

  

  Business response

  05/16/2023

  Ms. ******,

  Once again we apologize that your experience at ******* ********** ******* was not a positive one. After reviewing the documentation we have on file, we have decided in good faith to refund your $75 application fee. If you are satisfied with this resolution, please indicate as such on this complaint, and we will process your refund. Thank you.

  Customer response

  05/16/2023

  [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,
  
  ******** ******
  
  
  

  

  Business response

  06/12/2023

  According to our records, Ms. ****** disputed the charge with the credit card company, so the $75 transaction has already been returned via the bank. Please see attached.

   

  Customer response

  06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I disputed the $75 charge on my credit card on April15 and was initially given a credit while the issue was investigated by the credit card company. On May 5th I was notified the charge was reinstated as a result of Redwood's response to the bank, stating I had not cancelled the application in accordance with their cancellation policy.  As a result, I filed my complaint with the Better Business Bureau. The $75 refund to resolve this issue has not been received. 
  
  Regards,
  
  ******** ******
  
  
  
  
   

  

  Business response

  06/19/2023

  Our ledger clearly states the the transaction was disputed, therefore Redwood never received a payment of $75. Any desired refund needs to be requested from the credit card company directly.

  Customer response

  07/12/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer reached out to the BBB on 7/6 stating that the refund check had not been received. The BBB reached out directly to the company's contact via email looking for an update. As of today, the BBB nor the consumer has been provided an update on the check. 

  

  Business response

  07/12/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi there ******,
  
   
  
  This is taking a ton of time and resources for a $75 refund. I literally just found out this morning that the check will be mailed tomorrow to the following address:
  
  *** **** **** ***** #***
  ********* ***
  
   
  
  I hope this will finally close this case. Thanks.

  Customer response

  07/19/2023

  [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. The check was finally received on 7/18. 
  
  Regards,
  
  ******** ******
  
  
  

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of redwood apartments in October 2022. When I moved out I assumed I would be charged for some damages (2 bedrooms of carpet and some trim) and that some of it would go beyond my $500 security deposit and I would have been fine paying that. I never received any list of damages or bill from redwood apartments despite leaving them my address and them already having my email and phone number. I assumed they kept my security deposit and pet fee and called it a day. Then on March 12, 2023 a collections account from them appeared on my credit history for $4923. There's no scenario where the damages could have possibly added up to that amount and I was up to date on rent and utilities. Also regardless of if it could have added up to that amount, Ohio law states they have 30 days to send an itemized list of damages to be allowed to collect on it which they did not.

  

  Business response

  03/31/2023

  Ms. *****,

  Thank you for taking the time to share your feedback about your move-out experience at Redwood Dublin. Ohio law provides that an itemized statement concerning security deposit deductions must be delivered within 30 days if a tenant provides a forwarding address in writing. In this case, no forwarding address was provided in writing – therefore, landlord was left with no choice but to send the itemized statement to the only known address; that mailing was returned as “refused – unable to forward”. If you would like a copy of your move-out statement, please reach out to RedwoodCares@byRedwood.com with the request and we will happily provide documentation.

*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. ↩