Positive Stay, Disappointing Move-Out Process
February 17, 2026 - Review from Apartments.com
I was a resident at The Passage and left my apartment in excellent condition, which management acknowledged in writing. All keys, passes, and required items were returned, and I made every effort to ensure a smooth move-out.
Despite this, a portion of my security deposit was withheld for a carpet “odor treatment” later classified as pet-related—even though no pet ever resided in my unit and no pet agreement or deposit existed during my tenancy. The documentation provided relied on a vendor ...
determination rather than on direct evidence.
While management indicated that certain charges were “waived as a courtesy,” attempts to seek clarification were met with dismissive responses, and the matter was ultimately declared closed.
Prospective residents should thoroughly document their unit at both move-in and move-out and carefully review how deductions may be assessed, as disputes may be difficult to resolve once processed.
The community itself is attractive and well-maintained, but the move-out experience significantly impacted my overall impression.
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Property Manager Responded
February 27, 2026
Thank you for sharing your experience. We’re glad to hear you enjoyed the community and appreciate the time you spent as a resident!
Regarding your move-out, carpet-related charges are assessed when treatment is required to restore the apartment to a rentable condition. In this case, an odor treatment was performed based on the vendor’s professional evaluation. These determinations are not tied solely to whether a pet was registered, but to the condition of the flooring at move-out. As outlined in the lease, costs that fall outside of normal wear and tear are billed accordingly. We did apply courtesy adjustments to several items on the final account.
While we understand that move-out charges can be frustrating, we are required to apply our standards consistently across all apartment homes. If you have any additional questions, our team is always available to discuss them with you directly. We wish you the very best in your new home.
Max of 2. Two pets maximum with a limit of 70 pounds or less.