ComplaintsforCoastal Ridge Real Estate Partners, LLC

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  renting a property that includes appliances submitted 3 requests for dryer repairs repairs have not been made front desk hung up on my and canceled 2 of the requests front desk said they should have it fixed by 10/1 (45 days after move in)

  

  Business response

  09/26/2024

  Hello,

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

  Thank you for your patience and understanding regarding the repair requests for the dryer.
  
  I wanted to clarify that the initial work order was submitted on August 21st. The subsequent two work orders were cancelled as they were duplicates of the original request.
  
  We understand the inconvenience this has caused and want to assure you that we are committed to resolving the issue as quickly as possible. Due to the recent volume of requests received, our team is addressing work orders based on the urgency of the situation, such as leaks or non-functional AC units before non-emergent requests.
  
  We estimate repairs will be completed by October 1st, which is 45 days after your move-in date. We sincerely apologize for the delay and are doing our best to expedite this process.
  
  Thank you for your understanding and patience. If you have any further concerns, please feel free to reach out. In regards,

  Coastal Ridge Management

  Customer response

  09/28/2024

  Complaint: 22251591
  
  I am rejecting this response because: 

  45 days of no laundry and a fire hazard (blocked dryer vent) is not acceptable and the lack of respect and response from the local management will ensure a non-renewal.
  
  Regards,
  
  ******* ******

  

  Business response

  10/11/2024

  Hello, this is in regard to BBB Complaint #********,
  
  I wanted to inform you that our maintenance team has successfully addressed the issue with your dryer. You can view the following closing notes in your resident portal:
  Maintenance Note (Sep 11, 2024 - 10:50 AM MDT):
  Removed all built-up lint from the lint trap and tested all parts.

  
  This work involved cleaning the upper lint trap, which should be maintained regularly by residents.
  I dont see any new work orders submitted, so it appears that our team resolved the issue. If you encounter any problems in the future or would like guidance on how to clean your lint trap properly after each use, please dont hesitate to reach out.
  
  In regards, Coastal Ridge Management

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a roach infestation and we have asked multiple times for someone to come spray.

  

  Business response

  09/17/2024

  Good afternoon,

  I apologize that the issue you presented to us was not fixed immediately. Pest control was in the unit on 9/11/24 to treat for the described pest. We can have our technician continue to treat until you feel that the situation has been adequately dealt with. Please reach out should you have any further questions/

  Best,

  ***** *******

  Property Manager

  

  Business response

  10/17/2024

  Good evening,

  I have been emailing with Laurie regarding the pest control concerns in the unit. I apologize if there was miscommunication regarding the dates our vendor was coming into the unit. The pest control method can only be used every 10 days in an occupied unit according to our vendor. Our vendor will be visiting the unit every other week for treatment, and Laurie assured me she would keep me updated as things progress. There has already been a noted improvement.

  Thanks,

  Property Manager

  Customer response

  10/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
   We have been keeping the office updated with the roach infestation. In my last email, we have asked that the vendor comes to spray weekly and that the current traps be replaced with every visit. Every trap that has been placed is FULL of roaches. This infestation will take multiple, consistent visits to be resolved. The management(*****) has been good with responding to my emails, but the pest control HAS to visit regularly to spray and replace the traps EVERY TIME. Hopefully, once that happens the problem will be resolved. 
  
  Regards,
  
  **** ****

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charged move out fees of $95 at ******** ***********. The complex ignored multiple emails and phone calls requesting someone to explain the fees. I was told I was charged for dust on my fan when I moved out 3 months ago, and $95 is an unreasonable cost. I was charged for other things and the apartment never explained what those charges were for. Additionally, it is completely unreasonable to charge for move out cleaning. I cleaned the apartment and told them when I moved out 3 months ago, so dust would obviously accumulate. I also paid $200 when I moved in for it to be cleaned, and it was dirty (cat hair on carpet and couch, cat food on floor, complained to office and they did nothing). So if they charge the next person to move in, that's $200 from them and $95 from me to clean the apartment. That is an astrinomical price.

  

  Business response

  09/06/2024

  Thank you for your message. We have carefully reviewed your dispute regarding the $95 move-out fee. Our review process confirmed that the charges were valid based on the condition of the apartment upon your departure. The issues noted included significant dust on the ceiling fan, dirty windowsills, and an uncleaned shower. These conditions required substantial cleaning, which, in our experience, necessitates a full cleaning service. This is why the fee was applied.
  
  We strive to maintain transparency in our billing process and ensure that our cleaning standards are consistently applied.
  
  If you have any further questions or need additional clarification, please feel free to reach out. We appreciate your feedback and are committed to fair resolution for all parties, whenever possible. 

  Customer response

  09/06/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Coastal Ridge should communicate with ******** *********** in the future to give detailed responses to questions about charges. I should not have to file a complaint after months of trying to contact the complex to get an explanation.

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

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint against The Hideaway ***********, ******************************************* Date of Incident: July 20, 2024 Nature of Complaint: Unfair and Deceptive Business Practices On or around July 20, 2024, my daughter moved out of her apartment at The ********************. I am the parent and guarantor on the lease. The apartment in question was in extremely poor condition, with issues including mold and a ***** infestation. Despite these conditions, my daughter followed the proper move-out procedures as instructed by the management.I personally witnessed my daughter filling out the required paperwork, inserting the apartment keys and other items into a folder provided by the office, and handing the folder directly to the students working at the front desk.However, shortly thereafter, I received a call from the complex stating that they had lost the folder containing the keys and paperwork. Despite this being their mistake, The ******** began sending messages demanding a $140 fee for the "lost" keys. They have threatened to send this matter to a collection agency if the fee is not paid.Attempts to resolve this issue with The Hideaway have been met with complete silence. They refuse to discuss the matter or acknowledge their responsibility in losing the keys. This raises concerns about how often such incidents occur and whether these practices are a deliberate attempt to extract additional money from tenants through abusive and deceptive practices.

  

  Business response

  09/06/2024

  Thank you for bringing this issue to our attention. 
  We would like to inform you that we have already addressed this matter. On September 3, 2024, we corrected the issue by reversing the charges associated with the lost keys. Please rest assured that no further action is required on your part, and we apologize for any inconvenience this situation may have caused.
  If you have any additional questions or need further assistance, please feel free to reach out.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company preys on young adults, most of whom are college students, that dont know any better by scamming people out of money with their terrible apartments. I had multiple issues with this property, some in which were very serious safety issues (broken fire alarms for months and broken front gate for 2yrs) and even more issues once I moved out. I moved out of my apartment at the ******************* on July 26th, 2024. Upon move out in July 2024, I along with my 3 roommates were faced with a $275 move out fee for various damages. However, most of these damages, specifically paint damage and damages to the couch were there prior to moving in. All of those damages that were there prior to moving out were in fact documented in our initial move in checklist. However, after filing a FMO dispute about these charges for damages we did not commit, I have heard nothing from the company even after emailing for an update, despite them threatening to send the payment to collections. My roommate was told they lost her move in checklist and could not confirm the damages were already there. However, how can they lose 4 different peoples move in papers for the same apartment. Furthermore, the damages to the couch were very much documented in multiple places because we were promised BEFORE moving in August 2022 that new couches were to be delivered soon. After 2 years we never received a new couch despite multiple maintenance requests that were ignored. We have plenty of proof that a new couch was promised and that the current couch was very damaged (photo proof). However, this company will make it nearly impossible to contact anyone who can actually solve issues to ensure they can get as much money out of college students. Furthermore, our last utility bill was 3x the normal amount due to their utility service using estimated bills. There was no transparency with this estimated bill as most people believed there would be a refund, however of course thats not possible.

  

  Business response

  09/03/2024

  The complainant was originally charged $275.17 for damages on 7/26/2024. She disputed on 7/29/2024, and the Property Manager and team reviewed and took off $157.67 based on her move in vs move out inspection. With that, the complainant only owed $117.50 and paid this on 8/26/2024. The Reef cannot guarantee anyone's safety, and our gate was broken due to a resident's parent running into it. Repairs have been made sense then and it's fully functioning. We are not sure what is being referenced in regard to fire alarms, but did see work orders for battery replacements on smoke detectors which were handled in a timely manner. In regard to the utility bills, residents were informed and aware of the charges being issued for move out. The lease states the following "Resident agrees that Landlord may estimate any and all utility charges upon Resident's move-out (or at any other time) and such amounts shall be deemed final. Resident shall keep their account with Simple Bills active through the end of the Lease until all charges on their account have been paid, regardless of when Resident physically moves out of the unit". This is found on the Utility and Services Addendum on page 3. The residents also can reach out to Simple Bills at any time to discuss their bills. Although we regret that the complainant did not enjoy her time at ********, we do not feel that her complaint(s) are valid as we handled each in a timely manner. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter and I leased an apartment apartment from this company. They are not returning my calls or emails. She is being charged for damages that were present prior to her moving into the apartment a pre-inspection document was turned into the company and pictures have been provided showing that the damage was there, I believe this company is preying on young students and making a profit by not returning their deposits I suspect the charges we are being penalized for were also applied to the tenants who were in that apartment prior to my daughter moving in and the carpets were not changed. Four students are being charged $200 each for bogus fees. I can provide the other parents contact info if needed. The apartments address is:******************************************** I would appreciate any assistance. I have an email trail where I have attempted to contact the company for the last two weeks, thank you in advance for your time.

  

  Business response

  08/27/2024

  To Whom It May Concern:

  I am writing in response to the recent complaint #******** filed with the Better Business Bureau regarding *************************** charges.

  On Friday, August 16, 2024, at approximately 4:27 PM, we received four consecutive emails from *********************, *************************** guarantor, expressing a desire to dispute the charges and requesting a review of the condition report submitted by her daughter. ****** also mentioned that she would be out of the country until August 22, 2024.
  In response, on August 16, 2024, at 4:36 PM, we acknowledged receipt of her email and informed her that we would review the account, condition report, and related documents, and respond within 5-7 business days.

  ****** sent a follow-up email on Sunday, August 25, 2024, but our office was closed over the weekend. On August 26, 2024, our Assistant Property Manager was in the process of preparing a detailed response when we received the BBB complaint. Please note that ************************* was among the last individuals we needed to respond to, and we were still within the 5-7 business day window initially provided.

  For your reference, we have attached *************************** condition report, which does not indicate any issues with the living room carpet, which was newly installed in 2021. Additionally, please refer to the photos in ******'s initial complaint as they show the condition of the carpet at the time of their move-in (you will see the photo of the bleach stains in the hallway, which was noted in their condition report but was not part of our decision to replace the living room carpet), along with inspection photos taken by our team, which show more significant staining in the living room than is depicted in the move-in photo.

  Our office strives to be fair and transparent with charges to our former residents. We generally only charge a portion of the total costs billed by our vendors and consider depreciation and normal wear and tear.

  The total expense incurred for paint, carpet cleaning, cleaning, and carpet replacement for the unit after the residents moved out was $2,430.03. If these costs were equally divided among all residents, each would owe $609.00.However, ******** was only charged $200.26 from her $300 deposit, which covered the cost of living room carpet replacement (depreciated to account for the age/life expectancy of the carpet, and normal wear and tear), painting, bedroom carpet cleaning, and overall apartment cleaning.

  Please find our detailed response to ******** and ****** attached. We regret any inconvenience caused and hope this information clarifies the charges.

  Thank you for your attention to this matter.

  In Regards,

  Coastal Ridge Management

  Customer response

  09/01/2024

  [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 as I dont think this will go any where being that there wasnt anyone from the apartment complex management present to do a pre or move out inspection. Someone should look into their business practices.
  
  Regards,
  
  *********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hideaway Gainesville is currently charging me $386 in damages/move out fees. $225 of this charge is for paint damages, and the photos submitted as evidence by ******** show no proof of damage. It seems like someone walked through the unit and photographed any small marking on the wall that they could find. Any damages shown in these photos appear to be normal wear and tear, at best. The remaining fees include a $95 charge for carpet discoloration since I had a rug placed in my room during the duration of my lease, a $41 cleaning charge, and a $25 dollar bag removal fee. Although these charges seem *****, I was willing to pay them. However, managers refuse to communicate with me via email. I have sent multiple emails to the main info email, as well as to the managers ******* and ********* over the past month. I have yet to receive any sort of response from anyone up until two days ago in which I received a dismissive email from the info address where my dispute was dismissed and all charges would remain, and managers continue to refuse to communicate with me. My mom called ******** on my behalf, and the employee she spoke to agreed the paint charges were absurd and unfair. Also, my move in process 08/19/23 was delayed as Hideaway provided the wrong key to my unit. As instructed, I texted the temporary maintenance number for help and failed to receive a response. I emailed Hideaway 08/20/23 about my inability to move in; ***** responded telling me that maintenance would meet me at my unit, but never provided a time frame. 08/21/23 I finally received a working key, but only after sitting down with ******* and ***** to discuss various issues. ******* gave me a key, and it still did not work. I had to ask my new roommate for her key and return to the office and have them make a copy. I also requested to room with a male friend, and I was told that it was not possible to accommodate a coed unit. ******** then proceeded to place me with a random male roommate anyways.

  

  Business response

  08/28/2024

  Hello ******,
  Thank you for submitting your dispute through our process. While your submission was among the earliest, we received, it was made during a particularly busy period as we were preparing for move-in day, which caused some delays.
  We strive to respond to all disputes within 30 days, and we appreciate your patience as we conducted a thorough review of the reported discrepancies. After careful consideration, we have reviewed your dispute and, unfortunately, it has been denied. We sent this decision to you via email, and at this time, there are no changes to the financial move-out process, or the charges assessed.

  Customer response

  08/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22180692
  
  I am rejecting this response because: While I understand how challenging it can be to respond quickly when busy, that is not a valid excuse to fail to address the concerns of residents within a timely manner. The fact that you have completely disregarded the portion of my complaint about complications I faced during my move-in process proves to me that you are not sorry about it and that you do not care or have any intentions to make it right. The managers at ******** have no ethics, and it shows because you are charging me for damages when you have no visible proof of actual damages that I have caused, despite all the issues I have faced due to your inability to properly assist me while moving in. I will be sure to report Hideaway to the Florida General Attorney, as well, because your management practices are both fraudulent and unethical.
  
  Regards,
  
  ***************************

  

  Business response

  09/06/2024

  Thank you for sharing your concerns. I understand your frustration with both the move-in process and the damage charges. Please know that we take your complaints seriously and do not intend to dismiss any part of them.
  We have already reviewed the charges in question and found them to be supported by evidence. However, if you have additional details or documentation that could affect our assessment, please provide them so we can re-evaluate the situation. Your experience is important to us, and I apologize for any delays or inconvenience. We are committed to a fair resolution and will gladly review any new evidence you provide.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into 600 Goodale on 8/14/24. This is after both parties signed a lease for one unit, which then became unavailable due to "unforeseen circumstances" and so I ended up signing another lease for a unit with a different floor plan as a compromise. I then get a call on 8/12/24 that an inspection found that the ** was not working and the HV** would need to be replaced with no timeframe for completion. I had no choice but to move in as scheduled as I already had a POD delivery and movers scheduled. This was the worst move-in I have ever experienced and temperatures approached 90 degrees with two fans (one purchased only because lack of **) and all windows and balcony door open. Then on 8/17/24, I woke up to a collapsed kitchen sink. This along with the lack of ** and the increasing temps made the apartmentunhabitable. Due to the unfit and unsafe conditions of the apartment, I could not stay and had to return with my mom back to ******** until these issues are addressed.Ohio State Law (OhioRevised Code Section ******* | Landlord obligations) states the following:(A) A landlord who is a party to a rental agreement shall do all of the following:(1) Comply with the requirements of all applicable building, housing, health, and safety codes that materially affect health and safety;(2) Make all repairs and do whatever is reasonably necessary to put and keep the premises in a fit and habitable condition;...(4) Maintain in good and safe working order and condition all electrical, plumbing, sanitary, heating, ventilating, and air conditioning fixtures and appliances, and elevators, supplied or required to be supplied by the landlord;Since I have not been offered a fan or portable ** unit (I asked and was told there were none), nor reimbursement for purchasing a fan in attempt to make the apartment somewhat habitable, I am making my request in writing for a reimbursement of rent for the time the apartment remains in an unfit and in an uninhabitable condition.

  Customer response

  08/19/2024

  Hello,
  As of this afternoon, the property notified me that the sink has been fixed and that a portable AC unit was installed in bedroom. AC should also be fixed this week if all goes well. If a unit was offered at any point prior to moving in, or after moving in (especially when I asked I about a fan or notified office how hot it was getting in the unit), then I may have been able to stay and not have to drive the fours back to ******** on limited sleep. This also caused issues with work since I had to shift my first class online (I work at **********) due to the living conditions. Since the apartment was not suitable to live in from 8/14/24 to 8/19/24, I still believe I am entitled to a refund of rent for those days. I would also ask you to consider reimbursing me for the fan and/or mileage for me to go to a safe living situation. Thank you

  

  Business response

  08/19/2024

  Good Afternoon,

  This is in response to complaint #********.
  
  As of this afternoon, the sink has been repaired and a portable AC unit has been placed inside the apartment.
  The AC will be fully repaired by 08/21/2024, unless extraordinary circumstances were to arise (i.e. Weather) that are out of our control.
  
  We have also communicated this updated timeline to ********.
  
  Regards,
  Coastal Ridge Management

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m attending University of ******* in *********** ******* and needed an apartment. The lease was invalid due to the company misleading me about the conditions of the property. I toured a new apartment and was told during the tour that I would be living with college students. I was told that I would be moving in with 3 other students on August 17. I contacted the lease company to ask them if I could do a walk through and tour the apartment prior to paying the lease and they ignored my emails. Then I asked them if I could get the information for the other students moving in with me to make plans and they ignored this email. Then I received a hastily call that I have to pay the fee ASAP or I would lose the apartment. Without ever getting to see the property. Upon arrival on August 17th, when entering the apartment there was garbage all over the place. There was mold and mildew in the common space and the room I was renting. There was drugs all over the living room, which we took pictures of with cigarettes burning in an ashtray. The property has a no smoking tobacco policy and even a drug addendum in the lease that states the lease can be terminated for drug use, drug para. There were cock roaches under the stove and a sign on the fridge stating there’s a thief among us. It was disgusting. When we tried to get the manager to help us they threatened to call the police on us and kicked us out of the establishment. They won’t reply to emails, text or phone calls. The email they provided has a “do not reply”. So u can’t email the manager. I called the police and they informed me this was the 3rd time they were called today for the same thing. This is a fraudulent business practice, preying on college students. They threatened to sue me with collections and then kicked me and my family out. By them removing me from the property Nullifies the lease. I have breathing issues and can not be around cig/pot smoke. They won’t respond or help.

  

  Business response

  08/19/2024

  This was addressed with person to person contact today. The customer stated that they did not intend to submit this level of complaint. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I moved into the apartment I was pregnant which was in February I gave birth in April and was told that my baby would be in the **** cause she was born with a birth defect called meconium aspiration syndrome basically meaning she swallowed her p*** when she was born. She also has a tiny PDA which is a hole a in heart and I have made the office fully aware of this matter and I have been trying to be patient and respectful due to the people to are moving and leaving but I have been leaving the office or getting off the phone with no news of an update to resolve this matter cause tomorrow there supposed to be cats moving in here which my daughter can not be around. I have been added in a group chat with the new roommates that they said they are bringing cats. I understand now this is a welcome pet community and ESS animal are welcome but on my preference list I wanted no smokers or pets due to past experience before my baby was born but now she is here can someone please reach out to me urgently cause I dont know where me and my baby would be living if there going to be pets her this is ALL IN REGARDS TO HER HEALTH

  

  Business response

  08/19/2024

  Thank you for reaching out and sharing your concerns. Im deeply sorry to hear about the health challenges your daughter is facing, and I understand the importance of ensuring her living environment is safe and suitable for her needs. I apologize for any lack of communication and the stress this situation has caused you. 
  
  Please reach out to us directly at **************************** to discuss reasonable accommodation options available to you. 
  
  Thank you for your patience, and I look forward to resolving this for you as quickly as possible.

  Customer response

  08/26/2024

  As of 8/26/24 I still havent heard anything from the apartment manager or the office 

  Customer response

  08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22154337
  
  I am rejecting this response because: 

  *******************************
  9:34?AM (3 hours ago)
  to me
  
  Hi ************** spoke with you yesterday about my complaint well I spoke with my attorney and he told me 
  You can send them an email at the 'info' email address and see what they say. Maybe reference your attorney has also sent two letters requesting the accommodation and opportunity to discuss solutions.
  
  Regards,
  
  *******************************

*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. ↩