ComplaintsforCoastal Ridge Real Estate Partners, LLC

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a lease at ********* in *******, **. I signed in 9/2024 for an 10/2024 start date. Before signing I asked if they had first floor, pet free apartments. They said yes. I signed the lease and they confirmed it was first floor and pet free again. I paid for the month and picked up the keys a week after. The unit I received was in terrible shape. The entire living room smelled like mold/mildew and there were more issues. I didnt want to accept this unit. I called and staff said that I should talk to a manager (who wasnt there), but I had to wait because they were closing for the hurricane. I called 10/14 and spoke to an employee who said they didnt have anymore 1st floors with my original floor plan (3x3), but they had a four bedroom (4x4). I agreed to switch if theyd send pictures of the unit first. They sent pictures and I signed the new lease that week. I picked up the keys to the new unit 10/21. It wasnt on the first floor like I was told. I went to the office and **** said that he would look for more units and the manager would get involved if they didnt have any. I gave him the keys back. I called the office several times in the time between then and now. No manager has been available. I was told they did not have any units for me that were first floor and pet free. I have to be on the first floor because of my chronic condition, so this is not just a preference, but a required accommodation. I also have a dog allergy. I dont think I can accommodated in a reasonable time period and I dont want to continue paying for an apartment I dont even have the keys to. Im requesting a lease termination and a refund for what *** paid in rent and fees if they are unable to find me a unit in a business week. If they are able to find a unit Im requesting what *** paid in rent be applied to cover Novembers rent.

  Customer response

  10/25/2024

  Complaint number : 22474076

  These are the lease agreements. Lease 2 Unit Transfer ******** ***** is the lease that my complaint is about. 

  Customer response

  10/31/2024

  ************************************************************
  Wed, Oct 30, 6:29 PM (17 hours ago)
  to info
  
  
  Hello, I submitted a complaint last week. The business didnt respond on here, but I got a resolution. Is there a way to close or remove my complaint?
  
  Sent from ******** ***** ************************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Overall, I was charged at move out for pre-existing damages that we had proof of. Also, I was charged for damages in the rooms of my roommates that had a separate lease for their rooms. 1. We had pictures and video on move-in day of carpet stains, and then Arcadia showed those exact stains on the move out bill and charged me to replace it.2. The complex denied requests for a phone call to discuss the situation.3. I have a move in damage form indicating rips on both the couch and loveseat (they were so ripped that we bought throw blankets to place over them to try to make them look better). Then I was charged to replace them even though it was documented at move in.4. One of the four tenants received a charge for a common area problem (small clean up of supposed cat litter, very hard to see in the photo but there were maybe like 5 grains of cat litter on a hard floor), and the same problem and picture were used to charge me twice what the other tenant was charged. One was charged $50 and the other $25. 5. The final move-out bill I received I disputed. Arcadia's response to the dispute was to double my bill. Therefore, they feel free to keep adding to what is termed the "Final move out" statement. Making it anything but final.6. They sent me threatening correspondence to damage my credit if I did not pay, so I did pay the $584 even though the first bill was only about $300.7. Four tenants each had their own lease for their private bedroom. Yet, I was charged to replace the carpet in two of those bedrooms. They said it was because I had a cat and they blamed pre-existing carpet damage on my cat, even though my cat never left my room. In fact, the carpet in my own room where the cat resided was not damaged. I had no way to know I could be charged for the other private rooms, and therefore did not inspect those private rooms on move in or move out. However, the tenants of those rooms have photos and reports of the damaged carpet on move in day.

  Customer response

  10/08/2024

  '**** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  Mon, Oct 7, 3:07 PM (20 hours ago)
  to **********************************************************************************************
  
  I was unable to submit this photo on the original dispute. On the final move out bill for one of the tenants (not me) the stain shown in this photo was used as evidence for a soiled carpet and a fee was assigned to replace the carpet. When the tenant showed this photo of move in day in their dispute, clearly showing the stain, the apartment complex took the fee off of this person's bill and placed it on mine, claiming my cat did it. My cat could not do something that was present upon move in. There is another stain on this carpet, again not my carpet but another tenant's carpet, that was there on move in day that was also used to blame by cat for. I have a video of that if needed. 
  
  **** ******

  

  Business response

  10/15/2024

  Ms.*****, 
  
  This is in regard to BBB Complaint #********.

  As stated in our communications directly with the office, you were not charged for pre-existing damages. The damage charges in the unit were pet related, specifically cat urine and cat claw damage. Since there were two cats in the unit, charges for all pet related damages were split evenly between both pet owners as we cannot determine whether the damage came from one specific cat. All tenants in the unit were made aware of the cat urine issues in May when a sanitary notice was sent to the unit for the extremely strong cat urine smell that was present during quarterly inspection.
  
  Upon your first dispute,we removed the charge for the damaged love seat as there were tears noted on the move in condition form. The charge for the couch remained because no prior damage was listed on the form and there was photo evidence of extreme cat claw damage to the couch upon move out. Additional carpet replacement charges were added because the tenant whom we had initially charge for cat urine related carpet replacement, didnt have a cat. It was then that the charges were placed evenly between both cat owners in the unit.
  
  We understand that a phone call was requested, but disputes must be kept in writing for documentation purposes.
  
  As previously communicated, since the other cat owner did not come forward to take full responsibility for all the damages, we urge you to purse reimbursement from them if you believe your cat is not responsible for all the damages in the unit.

  In regards, Coastal Ridge Management

  Customer response

  10/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22390099
  
  I am rejecting this response because: 1. The business has said the the couch was not listed on the move in form, however, that is FALSE. Both the couch and the loveseat were listed and both were extremely ripped and damaged and should have been replaced before we ever moved in. 2. The supposed cat urine smell was from the half bath, where one of the other tenants kept their cat. That was easily cleaned as it was the litterbox itself. When we reached out to management when we got that notice, we were concerned because we did not want it attributed to our rooms. We were told that the problem was in the half bath and not the carpets. Now, this is being used to get me to pay for carpet. 3. The stains shown on my roommates carpet are present on move in day and photographed. Those stains were not caused by any cat that lived there, because they were already there and documented. Also, my cat stayed in my room exclusively and my carpet was fine. Logic would direct you to understand that if my cat urinated outside of a litterbox, my room would be the worst.

  All documentation has been previously submitted. I reject this as the same tired excuses that were already given to *** me of my money. 
  
  Regards,
  
  **** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Peer on 7th ran my credit report without my approval then failed to respond to several calls/texts/emails: its website is faulty: I entered information and hit "save/exit" because I wanted to verify if the submission would kick off a credit hard inquiry, but the firm disregarded my direction to save and instead ran a hard inquiry of my credit. I need them to call Experian and remove the inquiry from my report and reimburse me for my time: I am attorney and charge $350 per hour and spend near 3 hours fixing their mistake

  

  Business response

  10/11/2024

  Hi *******, 
  
  
  Our property management software does not allow this to happen without trace. If our staff submitted the credit screening on your behalf, it would show that. Our activity log shows that you completed the application which initiated the screening process to begin. Furthermore, you signed a screening authorization form which stated that the credit check would be a hard inquiry against your credit report. You started and completed the application without talking to anyone in our office, which further proves that no one was aware of your application prior to you submitting it. Again, our activity log records every step of the leasing process, as well as show if a staff member intervened in the process. When you clicked "save & finish", you started the screening process after signing the screening authorization form and all other disclosures. 
  
  
  Our property management software, Entrata, is the leading student housing property management software across the country. Unfortunately, it is impossible for the application to have submitted itself. It would not have been submitted without you clicking "save & finish". It also would not have been submitted if you didn't sign and agree to the screening authorization.
  
  
  
  
  Thank you, 
  Peer on 7th Management  

  Customer response

  10/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22376417
  
  I am rejecting this response because: this company continues to deny its mistake and lie about its technology.  I never submitted anything:  as stated numerous times: I am 100% certain that I hit "save and exit," not "submit," because when I saw the information about a credit check, I asked my daughter to verify that guaranteeing an apartment also creates a hard inquiry, in which case I cannot participate in her apartment process.  I cannot have a hard inquiry on my credit because I am shopping for a high value home, and this would lower my credit score.  I was shocked when the system submitted my information without consent.  Their WEBSITE IS FAULTY.  

  Not sure how I can be any clearer when I state that I never authorized anything and never submitted anything.  "Save and exit" should mean just that.  Saving an application should not create its submission.

  All I want is for this company to simply contact Experian and remove the hard inquiry because the inquiry was not authorized.  I tried getting Experian to remove it, but they said that Entrata must make the call.  I expect this company to do the right thing and clear my credit issue up.  I want no apartment nor anything to do with this firm and I am being damaged by Entrata's faulty technology.  If this mistake costs me a higher interest rate, then as a licensed attorney I will file a legal action against this firm and am confident of success.  I saved screen shots and screen pictures of all steps I took during the process.

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

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business charged us after departing a rental apartment this spring (3 years straight occupation without turnover) for pre-existing damage and what is universally known to landlord and tenant as "normal wear & tear" such as painting. They refused all attempts to speak with them or work it out in a reasonable way and instead immediately threatened to send their claim to collections. Anyone can see from reviews this is standard practice for this management company. The 4 students who lived there and their parents cleaned extensively and left the unit in what I would call A1 condition. It could not have been better after a 3 year term. No damage and all appliances and fixtures in good working order. Image attached shows charges on top of $200 damage deposit. 2nd image shows missing molding and gap in bedroom closet at move-in that they charged for at move-out. They also charged for leaking internal air-conditioning system discoloration among other things.

  

  Business response

  10/10/2024

  Hello, This is in regard to BBB Complaint #********.
  
  
  This unit was inspected on August 2, 2024 by our property manager as a part of the lease ending process. The inspection made note of areas of damage that had to be repaired by our team. The inspection also included areas that were not fully cleaned at move out (inspection attached). In total, the charges were $330.50, not $530.50. After the deposit of $200 was applied to the charges, there was a remaining balance of $130.50 left to be paid. The final account statement sent to the resident included photos from the inspection (account statement is attached). The photo attached to the original complaint was not part of the resident charges (screenshot attached).
  
  
  The charges for the unit are below:
  
  
  $38 for the cleaning of Bedroom D
  $75 for multiple wall repairs needed in Bedroom D
  $50 for paint needed in Bedroom D
  $41.50 cleaning charge for common areas (split 4 ways)
  $50 paint touch *** needed in common areas (split 4 ways)
  $38 cleaning charge for Bathroom D
  $38 paint touch up needed for Bathroom D
  Total: $330.50
  
  
  On August 24, the resident emailed in a photo of their original move-in inspection with no further information outside of the photo (email and photo attached). As you can tell from the attached photo of the inspection, the resident was not charged for any of the items listed on the inspection. 
  
  
  The charges on the account remain accurate. 
  
  
  In regards, Coastal Ridge Management

  Customer response

  10/16/2024

  Complaint: 22349705

  I categorically reject everything the property management company states here. Included is their response to the complaint so I can provide notes to each statement. My responses are in (parentheses).

  This unit was inspected on August 2, 2024 by our property manager as a part of the lease ending process. (my daughter walked to the management office to tell them what was completed in her clean up and asked if they could come to check. She was told there was no need, from what she said she did, it would be fine. We would have had time to correct anything had they done an inspection while we were there.) The inspection made note of areas of damage that had to be repaired by our team. (There was no damage caused by these tenants aside from the small nail holes from a few pictures hung. These were repaired by me personally. Why? Because as a landlord myself, I know this would have to be done before painting for the new occupants. This management company was not even the same one when this unit was moved into 3 years prior. I can verify the walls were far from perfect from years of other college students living there over the years.)  The inspection also included areas that were not fully cleaned at move out (inspection attached). (I addressed below in itemization) In total, the charges were $330.50, not $530.50. (agreed) After the deposit of $200 was applied to the charges, there was a remaining balance of $130.50 left to be paid. The final account statement sent to the resident included photos from the inspection (account statement is attached). The photo attached to the original complaint was not part of the resident charges (screenshot attached).
  
  
  The charges for the unit are below:
  
  
  $38 for the cleaning of ******************* D was my daughter's bedroom. I was there when she moved in and was there when she moved out. It was left in better than broom-clean condition. There was nothing to charge a cleaning fee for, absolutely nothing.
  $75 for multiple wall repairs needed in Bedroom D (I completed the nail hole repairs myself with drywall compound and sanded them to be ready for paint. No further repairs were needed. The only repair needed in that room was the pre-existing gap between the closet floor and closet wall which management refused to correct at move-in. The repair would just take a simple 1 foot length of flexible baseboard molding.) 
  $50 for paint needed in ***************** a quality property management company paint a unit after 3 years of use? If it is considered common practice to re-lease college apartments without fresh paint after 3 years, I will stand corrected and would be VERY surprised but would accept this charge.)  
  $41.50 cleaning charge for common areas (split 4 ways) (Common areas were left in "broom-clean" condition which is standard for any move out. This is universally known and accepted)
  $50 paint touch *** needed in common areas (split 4 ways) (Again, to touch up paint in ANY apartment, ANYWHERE, after a 3 year occupation is a cost of doing business and is NOT considered damage by tenants and they should not be charged for it.)
  $38 cleaning charge for ******************** D was meticulously cleaned by us - beyond what is expected at move out. It needed nothing else done.)
  $38 paint touch up needed for Bathroom D (see previous comment in touch up paint after a 3 year lease. It is NOT damage.)
  Total: $330.50
  
  
  On August 24, the resident emailed in a photo of their original move-in inspection with no further information outside of the photo (email and photo attached). As you can tell from the attached photo of the inspection, the resident was not charged for any of the items listed on the inspection.  (We tried multiple times (without success) to reach the management company by phone and tried to work this out with them by email and their response was to threaten us with a collection agency which forced us to pay to protect our credit.)

  (In closing, we went above and beyond in our exit cleaning and left the unit in "good and substantial repair and condition, reasonable wear and tear excepted", the requirement found in the Code of Virginia,  55.1-1603.  Our efforts to  to do the right thing have not resulted in reward but rather punishment by this company. I request they refund the amount charged for damage or I do not consider the complaint settled.)     
  
  Regards,
  
  **** *****

  

  Business response

  10/22/2024

  Hello, This is in regard to BBB Complaint #********,
  
  As a part of the lease agreement signed by resident, move-out inspections must be requested in writing (yellow highlight in attached photo). Resident did not request a move out inspection from our team in writing, therefore, the inspection was completed within 3 days of lease end date, in accordance with our move-out inspection policy in the lease (blue highlight in attached photo). Resident did not complete and turn in a move-in condition report at move-in to report any damages/defects when they took possession of the unit. The spackle placed on the walls had not fully been completed and required our team to sand them down and touch them up causing the charge on the wall. The wall charges also included areas not spackled including peeled paint that required our repairs (photos attached).
  
  Per the previous response and previously attached document, the charges are true and legitimate.  The move-out inspection provided photo documentation of the items that were charged to the resident. 
  
  In regards, Coastal Ridge Management

  Customer response

  10/23/2024

  Shame on this company for taking yet more money from the very people who keep them in business. Apparently they can charge whatever they want to departing tenants without recourse, even at an official site such as BBB who are unable to offer any help. It is disgusting how they treat people and I warn anyone NOT to rent from them. 

  This group of students paid upwards of $120,000 to be in the apartment for 3 solid years, (a landlord's dream) and they were rewarded with a management company charging them for pre-existing conditions or at worst, reasonable wear & tear. Management took pictures of paint discrepancies that were there at move in. Who would report paint that doesn't perfectly match when moving into an apartment? That was the quality of the unit provided.  And now they get charged for it? This was not even the same management that was there 3 years ago. This whole experience has been horrible and Terrace View took no responsibility for the quality of their own property.   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter and I have both been trying to get in touch with the property management at Highline at the Nine for a month, and weve had no luck with 9 different attempts. Below is an communication I sent through the resident portal yesterday. As as a common theme, I still have not gotten a reply.:My daughter, ****** ****, has an outstanding balance of $140 for erroneous charges. For example, she was charged for carpet stains, but they had area rugs down. She was charged for wall damage and leaving trash, but she confirmed with the prior management upon move out that everything was in order. They also completed a damage form on move-in that you should have on file. If the paperwork was lost due to the management change, its not our issue. She has called twice, I myself have called twice, she has completed an inquiry/dispute form twice and also sent an email to the property manager: ******************************************************* I have also sent a message to Coastal Ridge through LinkedIn. To date we have received no response nor have we seen the charges cancelled. All we have received is another form email saying the matter will be referred to collections on 10/1/24. Other former residents are having the same issue. The company is making up charges knowing most students won't fight back and then ignore the residents when they dispute the charges. There is a clear pattern here that must be addressed. Attached is a screen shot of the email my daughter sent.

  Customer response

  09/27/2024

  Attached is the signed lease and termsheet.  Please let me know if you need anything else.

  

  Business response

  10/09/2024

  Dear BBB,
  
  Following our investigation, our Manager, Jenque ********** addressed the complaint by providing the former resident with both photos of the damages and an itemized list of the associated charges. We also conducted a thorough comparison between the move-in and move-out inspections.
  
  Mr. ***** the father of the former resident, reviewed the information provided and agreed that the charges were reasonable. I have attempted to attached the relevant email correspondence for your reference we are haveing trouble attachng the files so we emailed them .
  
  Please let me know if you need any further information.
  
  Best regards,
  India *****

  Assistant Community Manager

   The High Line at Nine

  Customer response

  10/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ****

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the previous resident of apartment 1523 room A. I have some concerns about the charges on my final move-out statement. The $25 patio cleaning fee seems unfair since we were never told we had to power wash the patio after two years (the only way to fully clean it). I feel this is as to be expected for an apartment lived in for two years. The $56.25 charge for a full paint job due to a few small wall scuffs feels excessive as well, since normal wear and tear should be expected. Additionally, the $50 carpet stain charge is unjustified because the stain was there when we moved in. I did not know we were expected to rent a carpet cleaner to not be charged. The apartment was in poor condition upon moving in, I had to clean the unit myself before it felt livable. Living here felt incredibly unsafe starting with adult men living under us, the gates never being closed once, and a stabbing under our apartment leaving a ******* woman banging on our door for help. All of my roommates and I have experienced maintenance doing unfinished/ temporary fixed jobs. This was really frustrating after the crazy high final utility bill. As ive seen in your online reviews this a common theme but I wish I would have listened and not given this complex the benefit of the doubt. I unfortunately would not recommend this experience or complex to anyone and will be informing others of my entire experience living here, especially the fees. This is the email I sent to the apartment complex. They allow you to dispute the charge, but you still have to pay regardless within 60 days. They sent me my bill on 8/4/24. It is currently 9/21 and they are ignoring my calls. If i do not pay this by 10/4/24 they will send my bill to collections.

  

  Business response

  09/26/2024

  Hello,

  This is in regard to BBB Complaint #********.

  Thank you for reaching out with your concerns regarding the charges on your final move-out statement. I appreciate your feedback and would like to clarify a few points.

  
  When you called our office earlier this week, we communicated that the patio cleaning charge has been reversed. Regarding the full paint charge, the condition of the common area exceeded normal wear and tear, which required us to incur expenses for a complete repaint. This cost is shared among all residents in the unit.

  
  Additionally, if the carpet was not left in clean condition, we ordered a steam cleaning to ensure it met our standards, which resulted in the charge passed down to you. We strive to maintain the quality of our apartments and your understanding of our policies is appreciated.

  
  Im sorry to hear about your experience during your tenancy and the challenges you faced. Please know that we take all resident feedback seriously, and were committed to improving our services.

  
  If you have further questions or would like to discuss this matter in more detail, please dont hesitate to reach out. In regards,

  Coastal Ridge Management

• Initial Complaint

  09/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Upon the beginning of my third year leasing through Coastal Ridge at ******************** (8/17/24), there has been total and complete incompetence in organizing maintenance. After several maintenance requests regarding a broken washing machine and a running toilet went unaddressed for a week, the requests were entered into the system again, this time listed as an EMERGENCY in order for them to be addressed. None of the maintenance issues have been addressed to date, and now it's nearing a month into my new lease. I went in-person the office (8/27/24) to address these issues and was told that maintenance would come and at least "diagnose" the issues with the washing machine, and even this has yet to happen.This is completely unacceptable. Please respond to maintenance issues in a prompt and timely manner, as per the lease agreement. The issue can be resolved if for the remainder of my lease's duration, maintenance issues are responded to within a 72-hour time frame. Currently, our washer cannot do large loads, my roommate has a running toilet which wastes and drives up our utility bill, and now there are signs of the beginning of a cockroach infestation. Please address these things ASAP!

  

  Business response

  09/26/2024

  Hello,

  This is in regard to BBB Complaint #********. 

  Thank you for reaching out and bringing these concerns to our attention. We sincerely apologize for the delay in addressing your maintenance requests. We understand how frustrating this situation must be.

  
  Due to the recent volume of requests received, our team is focusing on high-priority issues such as AC malfunctions and water leaks, which has unfortunately impacted our ability to address other non-emergent requests as promptly as we would like. However, please rest assured that we are working as quickly as possible to resolve all outstanding maintenance issues, including those in your unit.
  We understand the urgency of your concerns regarding the washing machine, running toilet, and the potential pest issue. We are prioritizing these matters and will have a technician assess and address them as soon as possible. Your patience is greatly appreciated as we work to improve our response times.

  
  For the remainder of your lease, we will make every effort to respond to maintenance issues within a 72-hour time frame, as per your request.

  
  Thank you for your understanding and cooperation. In regards,

  Coastal Ridge Management

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I lived there for two years and I just moved out. They’ve sent me an invoice for “damages”. I’ve reached out to them as they’ve instructed me too with disputes. They are attempting to charge me for paint chips, which is against Florida’s statutes of what can be charged. It’s considered normal wear and tear. They also have been attempting to charge me for furniture damage that has not been repaired (I’m friends with the current tenant). I have photographic proof that they did not repair the damage. They refuse to acknowledge my disputes.

  

  Business response

  09/26/2024

  Hello,
  
  This is in regard to BBB Complaint #********.
  
  Thank you for reaching out with your concerns. Our team received your dispute on August 8th. All details and photos of the charges applied were included on your Final Move Out Statement.
  
  Specifically, you were charged for:
  Touch Up Paint: $40
  Light Bulb Replacement: $2
  Dresser Repairs: $15
  Trash Out: $25
  Cabinet Repairs: $15
  Rust Removal from Shower: $30
  After reviewing the photos and charges applied to your account, I have removed the $40 Touch Up Paint Fee and $15 Dresser repairs.
  
  We appreciate your payment of $72 on September 24th. At this time, you account has been successfully closed and reflects a $0 balance.
  
  In regards,
  
  Coastal Ridge Management

  Customer response

  09/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company cannot refund my deposit after I move out one year. Until now, I still didn't receive the deposit.

  

  Business response

  10/15/2024

  Ms. **,
  
  This is in regard to BBB Complaint #********.

  We had initially sent your refund check to the address you first provided but learned you hadnt moved to that address yet.
  
  We then had the check reissued on September 6, 2023, to the updated forwarding address you provided. In late February of 2024, our accounting team notified us that the refund check still had not been cashed and asked that we reach out to you to ensure the address you provided was a good address. We attempted to call, but discovered the number we have on file for you was disconnected. An email was sent to you on March 7, 2024, informing you that the check had not been cashed and needed to be reissued again, but we wanted to confirm your address since you hadnt cashed the previous check that was mailed. We never head back from you.
  
  We are happy to rectify this issue. Please contact our office at **************************** at your earliest convenience. 

  In regards, Coastal Ridge Management

  Customer response

  10/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22273349
  
  I am rejecting this response because: 

  Please contact me by phone! ************!

  And actually, I didn't get any email from you. Until now, I still have not received the refund. Please email me some information: *****************************.

  And please send me the refund. Here is the address: *********************************************************************

  
  Regards,
  
  ****** **

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This apartment complex, The ***** *******, left me a move-out statement with charges I need clarified but they won't respond to my e-mail and follow up e-mail. Below is the e-mail I have left to (info@the************.com) on August 27, 2024 with a follow up e-mail on August 30, 2024 with attachments. "I am reviewing my final statement and would appreciate clarification on several charges totaling $243.90. Specifically, I would like a detailed itemization of these charges. As I have lived in the unit for two years, I should not be liable for normal wear and tear. According to Florida’s landlord carpet replacement law, charges for routine restoration work are not permissible. Therefore, I request that you remove the charges related to paint and carpet replacement. Additionally, I vacated the unit prior to the end of the lease term due to job requirements. Prior to leaving, I submitted a work order addressing the light bulbs in my bedroom. I received an email confirmation that this matter was resolved. Please refer to the attached confirmation and adjust the statement accordingly to remove this charge. Please refer to the video attached taken during my move-in day that shows the poor condition of the tub. The stains in the tub were present at that time and have proven impossible to remove despite my cleaning efforts. I request that the charges related to the tub be removed based on this evidence. Finally, I am seeking clarification regarding the charge for the blinds, which were left in good condition. Please provide an explanation for this charge as well. Based on the listed due date ( 30 days from August 14 ) please respond promptly to this dispute. Any delayed responses will result in delayed payment for correct - applicable charges. I would appreciate your prompt attention to these matters and look forward to your immediate response." I want to pay my final statement but only with the proper charges.

  

  Business response

  09/26/2024

  Regarding BBB Complaint #********,

  As requested, below is the list of itemized charges and descriptions from your Final Move Out Statement:
  
  Carpet Replacement - $243.90 The carpet was left in poor condition, requiring replacement due to multiple dark spots left behind after moving out. This exceeds normal wear and tear.
  
  Paint - $40.00: You were charged a paint touch-up fee of $40.00 instead of the full paint fee of $120.00. Although a full paint job was not necessary, touch-up work was required.
  
  Lightbulbs - $4.00: Two light bulbs were non-functional upon returning possession of the apartment. All light bulbs were expected to be in working condition.
  
  Blinds - $20.00: The blinds in your bedroom were not fully functional as they did not go up all the way, necessitating replacement.
  
  The following charges were shared among all roommates in the apartment:
  
  Refrigerator Cleaning - $5.00
  Living Room Ceiling Fan Light Bulb Replacement - $2.00
  Trash Out - $6.25: Items left in the common area coat closet
  
  Upon reviewing the attached photos,  we have agreed to waive the $20.00 charge for the bathtub and the $4.00 for the lightbulbs, as this condition was pre-existing and work orders were submitted. The balance on your account is now reflecting $317.15.

*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. ↩