ComplaintsforCoastal Ridge Real Estate Partners, LLC

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved in to a disgusting apartment at this complex on 08/15/21. There was stains on the carpet, mold in bath tub and toilet, the desk chair was ruined, scuffs/stains on the wall, holes in wall, spit on the mirror, pee stains on the toilet. It looked like there was no move-out inspection/cleaning of this room. I marked on the move-in sheet these things. I only chose to stay here because I wanted to live with my friends. My dad and I had a maintainence guy come look at my place and how gross it was. Being an employee there, he said he wouldn’t even want to stay here. He had someone come clean my room but, the carpet and bathroom floor was still disgusting. It took them 3-4 weeks to replace my gross bathroom floor. I went to the office about every week or every 2 weeks to ask them when they are coming to replace my carpet. I did that for months and kept getting pushed off and told the same thing. “We can’t get the supplies in” “the company we get it from hasn’t shipped any” etc. So, I stopped wasting my time and getting the same excuse from them after 3-4 months of asking where my carpet it. I threw an area rug over the carpet and waited. Well, the never replaced it. I sent out my move-out notification on 05/03 entailing pictures with date/time stamps of what I took during my move-in experience. Flash forward to 05/25, they charged me $504.06 for a carpet replacement that I was promised would happen. Today, on 06/03, I was charged $81.60 for a desk chair replacement, $50.00 for paint touch up from hole/scuffs, and $50.00 for wall damage. I have in total been charged $685.66 for damages that were not mine and/or were supposed to be fixed/replaced. I am very frustrated and aggravated with them because I have been called the past 3 days to discuss with Tasha about these charges and no one will put her on the phone. I want answers!

  

  Business response

  06/13/2022

  Good Afternoon,
  
  This message is response to ********.
  
  This complaint is about an issue at our property, Coastal Club.
  
  We have reviewed your account and have removed the charges for bed/bath cleaning, desk chair replacement, paint touch up and wall damage. All of those items were noted at move-in and will not be charged to your account, we apologize for the oversight on our end.
  
  Attached is your final account statement reflecting a refund of $599.
  
  Thank you,
  
  Coastal Club Apartments

  

  Business response

  06/13/2022

  Good Afternoon,
  
  This message is response to *********
  
  This complaint is about an issue at our property, Coastal Club.
  
  We have reviewed your account and have removed the charges for bed/bath cleaning, desk chair replacement, paint touch up and wall damage. All of those items were noted at move-in and will not be charged to your account, we apologize for the oversight on our end.
  
  Attached is your final account statement reflecting a refund of $599.
  
  
  Thank you,
  
  Coastal Club Apartments

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Coastal Ridge is the company that owns my apartment complex. Within the last year they bought the property from the previous owner. Since then, they have begun making numerous changes to the complex in order to increase the rent for the next lease term. One of the changes they are currently facilitating is changing out the existing furniture. My roommates and I have been leasing a furnished apartment and therefore the company needs to remove the old furniture and replace it. The issues have started because the company does not know when the furniture is arriving and therefore does not know when our current funriture will be replaced. They have given us estimates however, they have proven to be inaccurate. One of the main issues is that the company has requested we remove all of our property from their furniture so that their workers do not damage it during the exchange. Because they do not know when each furniture piece is coming, they asked us to pack all of our belongings until they exchange is finished. This means that I am essentially not able to use the current furniture, and my apartment is full of boxes that I have packed. They are trying to inform us within 24 hours of when of piece of furniture is arriving so I would try to pack up whatever is in that furniture in that 24 hours, however, they have had to tell us that furniture is not actually coming that day and then I am stuck with all of my belongings boxed up. This would be much easier if I was home to watch them change the furniture but they are only exchanging during work hours when I'm at work. The second issue is that the new mattresses have arrived but not the bed frames. Because the mattress is larger than our current bed frames they do not fit and therefore the apartment complex is storing them in our apartment but we cannot use them. So we have four queen mattresses taking up our small apartment space as storage for the complex. They said it will be about two weeks until the frame comes.

  

  Business response

  05/31/2022

  Hello ****-
  
  This message is response to ********.
  
  This complaint is about an issue at our property, Collegiate Suites.

  Thank you for being a resident at Collegiate Suites and renewing for another year. To clarify Coastal Ridge is the management company that manages Collegiate Suites. We apologize for the inconvenience of the installation of the furniture. In an effort of ensuring residents are made aware of the furniture exchange and keeping in mind many residents are leaving for the summer or in/out of town during the summer, we’ve tried to over communicate the expectations.
  
  The original notice sent was geared towards those leaving for the summer to go ahead and box up their belongings if they were going to be out of town. We alerted everyone we have boxes on site they can use and overall expectations. We are not expecting you to live out of a box during the process.
  
  As far as the furniture delivery, unfortunately coming off the pandemic, it has been very hard to confirm the schedule due to shipments and container deliveries being unknown. In an effort to communicate the details we receive; we send out notices at the top of the week when we learn what will be arriving and how it effects each unit. The mattress being there without a frame for 2 weeks is a worst-case scenario. We are being told it might be here sooner along with additional bedroom furniture. If it becomes feasible, the game plan is to enter and complete as much as possible with as few trips as possible. We will continue to send notifications as soon as we get more specific details.
  
  Again we apologize for the inconveniences and do hope once everything is complete, you will enjoy the additional amenities that are being offered.  Unfortunately, we’re unable to provide a rent discount or credit due to furniture installation. We do however anticipate the entire project being complete prior to the new lease term. If you don’t mind stopping by the leasing office, we do have a token of appreciation for you being a loyal resident.
  
  Thank you,

  Coastal Ridge Management

• Initial Complaint

  05/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i moved into this apartment August 2021 and was not told i'd be moving into a place that was filthy and the person living there had been there for four years. i decided to just deal with it. recently, my roommate has been harassing me and threatening me and i have reached out to the leasing office to help me get out of this dangerous situation. i went to the leasing office on 4/19/22 and told them what was happening. they told me to send an email about it. i sent that email as soon as i walked out. i called the next day 4/20/22, to which they said they never got the email, so i forwarded it again and was told i would hear back from management the next day. a couple days go by, i heard nothing so i emailed again on 4/24/22. two weeks go by, i hear nothing. so i emailed again on 4/29/22 and was told management should reach out soon. thats the only thing theyve said. 5/4/22 i still had not received a response and things were getting worse in my apartment. so i emailed again explaining the severity of me needing to move out because i'm in an unsafe environment. they responded that day with the same "management will get back to you soon" i emailed again on 5/6/22 and 5/8/22 while also calling and going to the office in between these emails. they keep saying management will be in touch soon. its been a month now i haven't heard back from "management" and they people in the office are refusing to help me get out of a dangerous situation. because my roommate hasn't physically hurt me, i can't call the police. which we HAVE done before and Coastal leasing office still will not help me. i have attached screenshots with the emails that have been sent over the past month.

  

  Business response

  05/25/2022

  Hello,

  This message is in response to ********.

  This complaint is about an issue at our property, Coastal Village.
  I have spoken with our team and the Property Manager and ******** have come to an agreement. ******** will be allowed out of her lease early if she finds a new place to live. If she does not find a new place the live, the current lease will end on 7/31/2022.
  

  Regards,
  Coastal Ridge Property Management

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Coastal Ridge has created an environment of unsafe living conditions. All repair requests are taking multiple weeks to be addressed, and some of these requests are for emergency issues, such as apartments not having running water. There is absolutely no communication from the leasing office about these issues, and calling them resolves nothing as they claim they will call you back later, and never reach out to you again. Living here is an absolute nightmare and the staff are all either incompetent or do not care about the wellbeing of their residents.

  

  Business response

  04/10/2022

  Hello,

  This message is in response to complaint ******** regarding our property West Pine Lofts. This resident has had a total of 6 work orders. The first one occurred in November 2020 and the last one March 2022. From the work order 3/24/22, garbage disposal was completed and working properly the week of 4/4/22. Prior to that work order was one entered on 1/5/22 for a light bulb out that was completed on 1/7/22.
  
  West Pine Lofts team went into the unit on Friday, April 8th, 2022, and checked every faucet, sink, shower and toilet were operating properly. The resident has never expressed any concerns to the office as far as our knowledge only calling to check on packages.
  
  Our team takes emergency calls very seriously and apologizes as they did not receive one for the running water repair. We would be happy to help resolve any issue, please visit the leasing office or call for assistance: ###-###-####
  
  In regards,
  Coastal Ridge Management

  Customer response

  04/11/2022

  I called on 4 seperate occasions about this issue and was told I would receive a call back each time, which I never did. Along with this, I requested a call before entering my unit as I have a dog that does not always react well to strangers, and the maintenance team entered my apartment with no warning anyways.
  

  

  Business response

  04/19/2022

  Hello,

  This message is in response to complaint ******** regarding our property West Pine Lofts. The management team was able to connect with ***** **** on Thursday, April 14th and issue has been resolved. Thank you Mr. **** for responding back to our message with your satisfaction.
  
  In regards,
  Coastal Ridge Management

  Customer response

  04/21/2022

  I accept the business's response to resolve this complaint. 
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son ********* *******s is a tenant at Campus Lodge Apartments in Lutz, Florida. He has been a tenant since August 2019. On November 8th he placed a pest control request for bed bugs as he was being bitten in his sleep over an extended period of time. Prior to submitting the request, he also sought medical attention at an urgent care due to the bites and sores on his body. He received antibiotics and medicine for his skin. After going through his medication, the bites returned. Upon filing the pest control complaint, someone from the complex entered the apartment and confirmed there was bed bugs in the home. They informed him then that someone would be there to treat it and all members of the apartment were to vacate the home when this happened. All parties in the home since it is a college apartment had to sign-off on a treatment preparation form and submit it to the office. All residents of the apartment submitted this in November around November 15th. Since November 15th, numerous calls have been made to the office inquiring as to when the room would be treated. My son has been sleeping on the floor since the beginning of November. We called in the beginning of December 3 times and never heard back from a manager. On 12/26, we called corporate and they relayed a message to the leasing office and no one called back due to the manager being on vacation. On 12/30/21, we spoke to the office and Mya (the assistant property manager) informed us she has been speaking to pest control and they are down trucks, etc. She would get a date and time and call us back. She called us stating the treatment would finally happen on 1/7/21. This finally was scheduled after contacting the office more than 9 times to inquire as to when this would occur. On this call today was the first time we were made aware the treatment would be a $2000 fee per the bed bug addendum. This is an unacceptable charge due to the amount of time since the request for treatment.

  

  Business response

  01/07/2022

  Hello,

  
  This message is in response to complaint 16434999 regarding our property Campus Lodge Tampa. Prior to receiving this complaint, the management team has already come to a resolution with the tenant, *********, and his mother, *********. ********* will not be responsible for the cost of treatment. Our service provider, McCall Pest Control, was unable to complete the scheduled treatment today, 1/7/21, due to a tenant in the unit
  that refused access (not *********). The treatment is in the process of being rescheduled and we will update the tenants when we have confirmed the new treatment date.
  
  In regards,
  Coastal Ridge Management

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am living in unsanitary conditions. I moved in August and the apartment was so disgusting which I noted on the paperwork they give you when you move in. It was my first time living on my own so I decided I could clean up the place myself. I have tried cleaned the walls, floors all over and nothing can take out the pee smell out of the apartment. It is so bad and I suffer from migraines. My family will not even visit me because they can't stand the smell. The surroundings are also in really bad shape. I am having trouble sleeping now. It is so disgusting I tried asking to move to a different apartment in their complex after explaining the situation but they say the want to charge me a 300 fee. I am not moving because I want to it is because the conditions are so bad I can't take it anymore.

  

  Business response

  12/08/2021

  Hello,

  
  This message is in response to complaint 16192854 regarding our property Campus Lodge Tampa.
  
  Apologies the unit was not in excellent condition at move-in. We do our best to ensure all apartments are in great condition and disappointed to hear about the issues you are having. 
  
  Maintenance inspected the exterior of the building on Friday, December 3rd. They did not see a cause for an odor and confirmed no trash or animal droppings were near the unit. 
  
  We can inspect the inside of the apartment itself to look for and address any odor issues. Did you have a specific area you would like for us to inspect? If not, we can look in all the common areas and bedroom. 
  
  The Leasing Consultant, Riley, reached out to you on Friday, December 3rd and left a voicemail. They also tried the number we were provided for your mother, but the call did not go through. Please contact the leasing office any time and we will help resolve.
  
  In regards,
  Coastal Ridge Management

  

  Business response

  01/03/2022

  Hello,

  
  This message is in response to complaint 16192854 regarding our property Campus Lodge Tampa. We apologize that all of your concerns were not addressed! I checked with the Property Manager that conducted ****** *****’s sublease and they confirmed no additional concerns were brought up during or after the sublease appointment. If the only question is about the fees related to subleasing, below is an explanation.
  
  To complete a sublease, residents must pay a fee equal to 85% of their base rent, in ******’ case $484.50. Additionally, they must repay any lease concessions. ****** specifically had to repay a gift card and the Administration Fee which totaled $450.00. So the cost solely related to the sublease process was $934.50. I believe the remaining amount included in the estimate of $1,400.00 is the December rent, which was $604.00. As the sublease did not occur until the 16th of December, ****** was responsible for the rent on the 1st of December. ****** will be reimbursed for the days  after she moved out during which the subleasing resident occupied her apartment.  Based on the information we have, those days to be credited would be from December 16th, 2021 until December 31st. Our team will credit back those 16 days of rent to the previous resident’s account, as ****** did not physically occupy in the unit during that time, but was occupied by the subleasing resident.
  
  In regards,
  Coastal Ridge Management

  Customer response

  01/04/2022

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

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