Complaints

This profile includes complaints for Waterton Associates L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Waterton Associates L.L.C. has 163 locations, listed below.

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  Waterton Associates L.L.C.

  2300 N Lincoln Park W Chicago, IL 60614-3456

  
• 

  Waterton Associates

  1575 SW 8th St Boynton Beach, FL 33426-5828

• 

  Waterton Associates

  1650 SW 78th Ave Davie, FL 33324-3388

• 

  Waikele Towers

  94-344 Pupumomi St Waipahu, HI 96797

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  The Lakes

  14710 NE 40th St Bellevue, WA 98007

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against **********, located at **************************************, due to an unjustified painting charge imposed upon me after my lease ended on February 4, ******. Improper Painting Charge ($213.12) for *************************************** has charged me $213.12 for painting, but the wall discoloration was caused by wildfire smoke and ash that entered the unit through the ventilation system during the January 2025 wildfires. This was not damage caused by me, nor does it fall under tenant negligence. According to California Civil Code 1950.5(e), landlords cannot charge tenants for normal wear and tear or external environmental damage.2. Unauthorized Use of Services Without My Consent During the Move-Out Inspection, the management directly provided me with a painting invoice without prior approval or consent to perform the service. The service was carried out without my agreement, and I was simply billed for it. California rental law requires transparency and proper tenant notification regarding move-out charges, which was not followed in this case.3. Questionable Vendor Information on the Invoice The invoice provided lists the service provider as "DAV ********************* but upon research:This company does not appear to exist in public records or online databases.The address listed belongs to a private residence, not a business location.This raises serious concerns about the legitimacy of the charge and whether the management is using questionable vendors to impose unfair fees on tenants.

  

  Business Response

  Date: 03/17/2025

  Yuanyuan,

  
  Thank you again for your patience while we work to resolve this matter. Given that your unit was fully painted and cleaned before you moved in, our property team was able to compare with the move-out photos. They were able to rule out paint-fading from sun exposure, and smoke staining from the ***** Your apartments location only allows for a few hours of direct sunlight disqualifying that, and while smoke could be a concern, our HVAC vents are not connected externally and we have not heard similar feedback from other residents, so that cause was disqualified as well. When residents cook, a small layer of grease spreads all across the unit and adheres to walls, cabinets, etc. This was determined to be the source; the images taken during the move out inspection show clear evidence of grease on the stove, microwave and the cabinet above the microwave. Please do not hesitate to reach out to the site team directly with any additional questions.
  

  Sincerely,
  Your Waterton ************* Team

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our account was put into collections after told by the business not to pay the account.

  

  Business Response

  Date: 01/31/2025

  *********,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  
  

  Sincerely, 
  Your Waterton ************* Team 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22877673
  
  I am rejecting this response because:
  This was *******************, in ************* 
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 02/10/2025

  *********,
  
  Thank you for taking the time to share your concerns with us. First, we wanted to assure you that following moveout, you are transferred to a 3rd party  pre-collection organization that helps make sure you dont get sent to collections. This means that if the balance is settled within 30 days of receiving the notice, it will not be reported to the credit bureau(s) and, as such, will not adversely affect your credit. After reviewing our records, it appears you owed $3,428 for breaking your lease as of 10/31/2025. It was our understanding, based on what you shared, your company would be paying the fee as it was a work-related move. Unfortunately, we have not received payment at this time. We apologize for any miscommunication or frustration you have experienced regarding your moveout fee. Please feel free to reach out to us directly so we can resolve this issue.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22877673
  
  I am rejecting this response because:
  I DID REACH OUT! I asked for the debt to be moved form collections back to your third party collector because I would rather not pay a debt in collections that I WAS TOLD NOT TO PAY. I will not be reaching out again to the respective apartment community. 
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Waterton ******************* for gross negligence, security failures, and complete disregard for residents at The ***********************. Since Waterton took over, conditions have deteriorated. My car has been broken into four times, most recently on January 11 and January 28, 2025.The secured parking garage I pay $200+ per month for is a joke. The garage door has been broken for months, leaving a 1-foot gap for criminals to enter. Watertons "security patrol" is uselessIve watched them do a five-minute walkthrough and leave. The break-ins keep happening, and management refuses to take real action.After my January 11 break-in, I called and emailed management immediately. No response. Its been over two weeks, and theyve completely ignored me. On January 28, after yet another break-in, I went straight to the office. Their response? Oh yeah, some cars were broken into this morning. Your insurance should cover it. No concern, no accountability, no real plan.This isnt an isolated issuebreak-ins, thefts, and vandalism have been rampant for YEARS. Residents have had their cars, bikes, and storage units broken into, and managements only response has been to install a few cameras while ignoring the bigger problem! They have refused to provide security footage, waive fees, or acknowledge their repeated failures. The only solution I was ever offered was to move parking spaces, which does nothing to fix the issue.I have documented every incident, police report, email, and ignored request. Waterton is failing to provide even basic security while continuing to collect rent and parking fees! Their negligence is unacceptable. **I have consulted legal counsel and will be suing for negligence.**I demand an investigation into Watertons unsafe, deceptive practices. They are knowingly putting residents at risk and doing nothing to fix it.

  

  Business Response

  Date: 01/30/2025

  ******

  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our leasing and community personnel, we confirmed the vendor that handles our garage door is expected to be onsite to address the issue within the next week. Additionally, we are working diligently to get an onsite patrol team to monitor the garage area. Lastly, we want to assure you that any previous lack of communication you experienced will not be replicated; our team has taken strides to ensure consistent communication for our residents moving forward. Please know it is our goal to help and assist our tenants resolve any issue we can, so we greatly appreciate your patience and understanding as we work through this process together. 

  Sincerely,

  Your Waterton ************* Team

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What the Business Committed to Provide:I applied for an apartment listed on the Willowest in ********* portal with a move-in date of July 12, 2024. The business accepted my application and fees and confirmed the unit was available. However, approximately two weeks before the move-in date, I was informed that the current tenant could not vacate due to unforeseen circumstances. The management offered me alternative units that did not meet my preferences. So, they agreed to refund the $450 I paid.Nature of the Dispute:It has now been over 6 months, and I still have not received my refund. Despite numerous follow-ups through phone calls, emails, and in-person visits, I have been met with constant excuses, including:We're waiting for the manager's approval.We sent the refund check to the wrong address.The refund has been processed, but it takes time to ********* of January 28, 2025, no refund has been issued to me.Attempts to Resolve:The business has repeatedly failed to resolve this issue despite their promises. I even received a public reply to my ****** review asking me to contact them via email, but no reply has been received from the email like all previous emails and phone calls. This ongoing delay and the unprofessional behavior from the management team feel like deliberate stalling tactics.Desired Outcome:I am requesting an immediate refund of my $450 as originally promised. The business must uphold their commitment and refund my money without further delay.

  

  Business Response

  Date: 01/30/2025

  *****,
  
  Thank you for taking the time to share your concerns with us. We apologize for any miscommunication or frustration that has occurred during this process. After reviewing our records and speaking in depth with our leasing and community personnel, we confirmed that the refund is being reissued to the address you specified: *****************************************. We greatly appreciate your patience and understanding during this process as we work to resolve this issue.
  
  Please let us know if you have any further questions regarding this matter.
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 03/05/2025

  Complaint: 22870207
  
  I am rejecting this response because: the issue remains unresolved. Despite the businesss response indicating that they would reissue my refund, I have not received the promised $450 refund as of March 3, 2025more than a month after their response regarding my complaint. To support my claim, I am attaching a copy of my complaint. I appreciate your assistance in resolving this matter.    
  
  Sincerely,
  
  ***** Eghbal ********

  

  Business Response

  Date: 03/11/2025

  *****,
  
  We are so sorry for any inconvenience you have experienced regarding this. Our records show that the refund was sent to ************************************************************************* on Thursday, 2/6 at your request. Please reach out to the Willowest in ********* office directly if you wish to update this address.
  
  Thank you.

  Sincerely,

  Your Waterton ************* Team.

  
  

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a resident at one of Waterton's properties for a little over two years. I moved out just over 90 days ago. The apartment complex owned by Waterton has failed to pay me and my former roommates our security deposit. We should be receiving around $800+. Every time we contact the apartment complex the manager there is "unavailable" and the agents say that they will have the Manager call us. But after contacting them numerous times the manager of the property has yet to contact me back. I'm hoping this complaint will get this issue resolved and prevent this from happening with future tenants at this property.

  

  Business Response

  Date: 01/28/2025

  ****,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  

  Sincerely, 
  Your Waterton ************* Team 

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to an apartment Sept. 2024 and was not granted a unit per the properties' requirements. I am waiting on my $600 refundable deposit and have not been able to get an answer. I was initially informed by ****** that they had just sold the properties and to reach out to their corporate office for this request. I have had no luck. I would like my deposit refunded as indicated from my initial leasing agent **** *******. I have recently been in contact with new management, ***** ******.

  

  Business Response

  Date: 01/08/2025

  *******,
  
  We apologize for any inconvenience this is causing and appreciate your patience. After speaking in depth with our community personnel, it was confirmed that you were an applicant when a different company, **********, owned this property, so it appears this matter may have gotten delayed in the turnover of ownership. There was a refund of ****** issued to the provided address: **********************************;on 11/11/2024. ********** has re issued the refund as of January 7th to the address you listed on this BBB complaint (95 W 5th Ave (242) *******************). 

  Please let us know if there is anything else we can help with regarding this matter.

  Sincerely,

  Your Waterton Customer Care Team.

  
  

  Customer Answer

  Date: 01/09/2025

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

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an apartment and chose to withdrawal my application and notified the on site manager within 72 hour timeframe as required to request refund of $300 admin fee. Manager Azul ***** is never available to take or return calls and failed to respond to any/all emails or is out of the office I want my refund sent back to me as I am on a fixed income and this is a HUGE inconvenience and poor management on their end!

  

  Business Response

  Date: 11/15/2024

  *****,

  Thank you for taking the time to share your experience with us. Can you please share the community name so we can look into this matter?  
  

  Sincerely, 
  Your Waterton ************* Team 

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report an issue with L Seven Apartments in *************, ** I submitted an application and deposit for an apartment on August 31, 2024, but the lease was never issued, and despite multiple attempts to contact the management via email and phone, I have received no response. It has now been two montsh, and I am concerned that they are avoiding my communication and withholding my deposit unfairly; I've also been blocked from their email, so it appears to be intentional. I would appreciate any assistance in resolving this matter.

  

  Business Response

  Date: 10/23/2024

  *******,
  
  Thank you for taking the time to share your experience with us! At the time of your application, ******* was owned and managed by a different company. Waterton took over in September and would be more than happy to work with you on finding a new home. Please email the team directly at **********************************
  
  Sincerely,
  Your Waterton ************* Team

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22456968
  
  I am rejecting this response because: I'm not interested in finding a new apartment, I want my deposit returned.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/04/2024

  Hello, 
  We looked further into our records and found the following: 
  Your refund was issued by check on 10/17/2024 and mailed to the forwarding address you provided. You should receive your refund within approximately three to four weeks. The address you provided is: 
  
  To:  ******* *******
  *******************************
  Apt. 1811
  *******, **- 98121

   

  Sincerely, 
  Your Waterton Customer Care Team

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to urgently report a serious issue at ************, where I am a resident. The cargo elevator has been out of service for the past two weeks, and I was not notified about this situation. As a result, I have been unable to move my furniture into my apartment, and I have had no choice but to sleep in my car during this time.This is an unacceptable situation, and I need immediate assistance to resolve this. I cannot move my furniture without the elevator, and

  

  Business Response

  Date: 10/14/2024

  Hi Valentine,
  
  Thank you for taking the time to share your experience with us. First, we would like to apologize for any miscommunication or inconvenience. We were able to look into your case and our findings include the below information:
  
  It is accurate the passenger elevator was down on 10/3, and the service elevator still has parts on order that we are waiting on; however, in the meantime the passenger elevators have been utilized for move-ins by other tenants. Communication to you, Valentine, has been made by both the Community Manager and Regional Manager with offers to transfer to another apartment including release from the apartment lease.
  
  If there is anything else you need please don't hesitate to reach out to our offices or the Community Manager.
  
  Regards,
  

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22380070, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Valentine Izundu

• Initial Complaint

  Date:09/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My identity was stolen and I placed a freeze on my credit in Feb 2024. In March Waterton properties ran my credit and rented an apartment to someone fraudently using my credit, even though there was a freeze on my credit and they never contacted me. Now they are trying to make me pay $15,000 in damages from the person they rented the apt to. Now they won't return phone calls.

  

  Business Response

  Date: 09/16/2024

  *******, 
  Thank you for taking the time to share your experience with us. Can you please share the community you have been in discussions with? 
  
  Sincerely, 
  Your Waterton ************* Team