Complaints

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:04/30/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  ****** ****** and I decided not to get apartment because we couldn't afford it, we was not told there was no refund back if chose not to take apartment. We never signed anything as well. We did not get a copy of any paperwork. Was never told what apartment number or never looked at one. Was told the apartment would be ready sometime in May. We received a letter, telling us we forfeited the security deposit by not cancelling the contract within 72 hours. The letter shows what apartment number but we never were. We don't know where that apartment is located on the property.

• Initial Complaint

  Date:08/28/2024

  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 moved in Courtyard Apartments back in January of 2024. In April I made a maintenance request for back windows screens and havent seen them since and also about mold growing in my bathroom ceiling! They said they would get someone to look at it and paint when maintenance was available well here it is the end of August!! Also, had a leak in my kitchen ceiling that they came and cut out a big whole to remove the part that was damaged but its still open and sitting there instead of them finding someone to see where the leak is coming from..Ive had to send pics and videos to show them the evidence and still no one has closed it up or been out since! Asking me about it instead of them handling it! Its always ok we will put that and the bathroom ceiling on the list to be painted and taken care of and took the maintenance requests as closed but nothing has been done in all this time! Its been over a month or so for this situation! I pay my rent on time and I have other friends out there too that has some of the same problems! They leave you hanging with whatever your situation is for a long time instead of going ahead and fixing it!! If they short of maintenance people, hire some more!! Its a hazard to be breathing in stagnant mold in my bathroom everyday!! Im speaking up for me and all that rent from landlords who are slow to fix issues!! Please help!!

  Business Response

  Date: 08/28/2024

  The ceiling has not been repaired to make sure the leak does not re-occur before the ceiling is patched. The leak was at random times and maintenance wanted to confirm that was fixed. Since we have not heard from the resident since august 12th of it leaking anymore, we will schedule the contractors to come out and get this fixed. We will contact the resident as soon as this is scheduled. 

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 rent an apartment owned by parent company **** Management. I have lived here for almost 2 years. The most recent issue is my apartment unit has had repeated sewer line back **** For context, my sewer line is connected to 3 other units. There are two upstairs and two downstairs. On January 18, the first incident occurred. Water ran onto the floor and into the bedroom. It was addressed by emergency maintenance by snaking the pipes but nothing came up and the issue was left alone until January 21st when the second incident occurred. Emergency maintenance was called again and snaked the pipes. Nothing came up again except one baby wipe. On January 22nd maintenance returned not to try and resolve the issue permanently but to replace a toilet. On March 5th around 6:30 AM I heard the toilet gurgle as they did before when sewage was backing up and water again filled the tubs. I immediately called emergency maintenance and the call was not answered and the voicemail box was not set up. I texted the apartment number and received notice at 7:30 AM that a work order was put in. I stayed home from work in case the apartment flooded. No one had come by noon so at 12:20 I messaged again to see if they would come by before 2:00 PM. I received word there was no ETA. By 6:00 PM no one had come by. Around 6:30 the line started backing up again. I called emergency maintenance at 6:28 and was told it would be discussed with the main supervisor the next morning. The line continued to back up and I called again at 7:10 to tell them they needed to come. They snaked the line but did not find anything except a wipe. They left. Around midnight I laid down and started to smell sewage. I got up and it had flooded several rooms. I called again and it was vacuumed. It flooded again this morning. The apartment claims it is my responsibility to have any part of the apartment professionally cleaned. This is a health and safety concern and unacceptable. I have spent $300+ and 10+ hours on cleaning.

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising 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.

  On 8/31/2023, an *** letter for 2 animals was submitted to the property manager. In 12/2023, a violation was administered starting we had unauthorized pets within the apartment. Following the violation, my *** letter was resubmitted and I was told, based on *** laws, that it is 1 *** per person, regardless of what has been prescribed by my mental health professional. Through investigation on the *** website, I found nothing that was indicative of 1 *** per person. An attempt to have a conversation with the property manager was made and I was abruptly cut off as the manager was not going to argue about the *** law in question. A $500 pet fee was added to our account. In the meantime, seeing as the manager was not making reasonable accommodation, the process of *** registration began for my roommate, as the animals are vital parts to both of our lives and mental stability. On 2/2/24, when attempting to pay our rent, we were informed this $500 pet fee needed to be made (for a registered ***) in order to pay our rent. Our hand was forced, as to not incur the penalties of late rent payment. I believe the property management is in violation of FHA as they have charged a pet fee for an ***.

  Business Response

  Date: 02/05/2024

  On 11/29/23, they were issues a lease violation for unauthorized pets as they did not make management aware of any ***s or pet. They signed in the rules at move in that they had to let management know if they got any pets and they failed to. We have been extremely patient and worked with them for months to get the correct documentation from the doctors and explained to them multiple times that they are only allowed 1 emotional support animal. If it was a service animals, multiple service animals are allowed as they have different purposes that they can assist with. 

  Per federal laws, an emotional support animal is allowed 1 animal per person as it treats ONE disability for emotional support. Both ********************* and ***** Quick signed the pet agreement agreeing to pay for the pet fee for one pet and we credited a $500 pet fee due to the *** letter that we received from the doctor. They paid the pet fee on 2/2/24. 

  Customer Answer

  Date: 02/07/2024

  As instructed by management, we made them aware via email (on 8/31, prior to move in) of the 2 service animals we would be bringing into the home. Via text, they confirmed they had received the email. After speaking with HUD over the phone, I was informed that I am allowed the 2 *** I have indicated on my letter, I am still confused about about what federal law is being referenced to by the property management company. 

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21246046
  
  Thank you for responding.

  Prior to move-in, we had made management aware via text about the animals we were bringing into the home. Additionally (attached below), we had sent the *** letter as directed by management. At our previous residence, no further action was needed after we submitted the letter, so we had assumed the same with **** Management as we had done as instructed. 

  I am fine to accept that it is 1 *** per person, but I am having difficulty accepting that as the information provided by the *** website/documentation (attached below) doesnt explicitly say that, nor did they say over phone correspondence. I am happy to admit possible error on my behalf, after all, the pet fee has been paid, but documentation of the laws being referenced would be beneficial. 

  Lastly, I noticed after heavy research that the *** laws were updated within the past few years. Date of publication is seen on the document below and references the prior, now outdated document. 
  Sincerely,
  
  Rylee Quick

  Business Response

  Date: 02/12/2024

  As stated if you have a service animal that is used for a specific disability, we are able to allow more animals without paying the pet fee. You may also have multiple service animals as long as they are able to be used to treat different disabilities.  Only one emotional support animal is allowed per person as it treats the same disability. At this time the doctors note that was provided, stated a need for an emotional support animal. 

   

  Attached is the latest documentation from the *** website that was issued in January 2020. No changes have been made since then. It thoroughly explains the service animal information that is required vs an emotional support animal.  **************************************************************************

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 landlord raised my rent from $125.00 to $189.00 just because my Security check went up from a raise we all got. My complaint is I talked to another tenant who also draws Social Security, he got a raise but they didn&#**;t raise his rent.

• Initial Complaint

  Date:03/02/2023

  Type:Order 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 moved out of my apartment in *********************** in November 2022. I gave them $400 plus my $300 deposit to cover November's $700 rent. They gave me a checklist of all things needed to be cleaned before I leave to ensure no other costs. I didn't leave anything behind, I scrubbed the microwave, windows, stove, Fridge and cieling fans. I detailed the bathrooms and toilets and even swept and mopped. The place was emaculate and they billed me $154 for having to clean up. This is a scam they have done to numerous people. I am a disabled marine veteran and kept that place clean! In a time of inflation this Irby management company is scamming people forcing them to pay money that isn't owed. They have filed this $154 bill on my credit and I want it removed and my balance at $0 for I don't owe them and will not be scammed into paying them

  Business Response

  Date: 03/02/2023

  **************** put his notice to vacate his unit on 10/14/22 to vacate 11/30/22. He attempted to pay a partial payment of $400 for November rent. We contacted him multiple times and let him know the entire months rent is due at Autumn Pointe and his security deposit would be refunded to him after he vacated the property. He refused to bring the full amount for November rent so a late fee was charged to him since the full November rent was not turned in by the 6th as stated in the lease agreement. He then turned in keys in our dropbox instead of dropping by the office to do a moveout inspection with the manger as stated in the 30 day notice he signed on 10/14/22 which states if I do not do a move out inspection, I can't refuse any charges. Attached are the pictures of how his apartment was left. Attached is the letter that **** Management sent out to him since the apartment needed cleaned, 2 light bulbs were missing, and november rent and late fee were never paid. Since he never picked up the $400 payment that was dropped off for rent it was applied to his charges of the partial rent for November. This left him owing $454 which the $300 security deposit was applied and his total that he owes is $154.00. We attempted to contact him multiple times to pay the balance before sending him to collections, but he refused to pay anything. 

  Customer Answer

  Date: 03/02/2023

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Complaint: 19520637

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  I am rejecting this response because:

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Sincerely,

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  When I first moved into the apartment I was pro-rated to pay the amount of days that was left in the month since they gave me the keys the 2nd week of the month so i didnt have to pay the full month. ****** would be for the last month as I left on November 23rd and dropped the keys off being that it was a holiday and Noone was in the office. That's 8 days of that month I was out of the apartment they had the keys to so ultimately my rent should have been around $500. And being that the pictures they provided to you were NOT of my apartment after I had left as all their apartment have the same layout they are trying to scam me for more money. I gave them 400 for rent and let them keep the 300 deposit which means I gave them 700 dollars for November when I only owed them 500 which left them 200 extra dollars for their imaginary clean up job they done. They will not recieve any more money from me and if this doesn't get resolved I have several other friends that are willing to file complaints here that also lived in that complex.. Not to mention the broken concrete walkway in front of my front door there that I complained about on numerous occasions that they never repair they just dumped sand around it when there was a 12 inch gap under 10 feet span of the walkway just waiting to collapse as it was already sinking and sloped inward. They prorated my first month so the last month should be as well since they had the keys on the 23rd and were inside my evacuated clean apartment before the end of the month.   

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

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  Business Response

  Date: 03/02/2023

  The lease states that after the 1 year lease expires than it renews for 30 days at a time, It also states if you vacate the unit then i understand i am charged rent through the last day of the month. Moveouts are not prorated based on the days keys are turned in. You also initialed at this on the leasing paperwork that was attached.  The 30 day notice that you signed also stated that you understood that a full months rent was due and it would not be prorated. Security deposits are only refunded after the unit is vacated, it does not go toward the last months rent charges. You were also not present for the moveout inspection and these were the pictures taken of your apartment. Unfortunately, you signed that if you were not present at the move out inspection, which you admitted you dropped the keys in the box, you could not dispute any charges of cleaning. We have the backup documentation that was sent over of your apartment and were charged based on those pictures. Due to fair housing we treat everyone the same based on the lease and 30 day notice paperwork we have provided **** Management followed all policies and procedures that were given to you at move in and when you gave your notice to vacate the unit. 

  Customer Answer

  Date: 03/03/2023

  Complaint: 19520637

  
  

  I am rejecting this response because:

  Well you can't prorated thefirst month and not the last month. And you can't charge me for not receiving $700 for November when you had my 300 and I gave you 400. That is 700.. and I left the place clean so I refuse to pay anything other than what you already recieved. You hot your money and I no longer live there.I was an outstanding ******* and didnt damage the place or ever have any issues there and was respectful to everyone. I

  t should be left at that and this should be agreed, your claim removed and my complaint removed. Or I keep my complaint with the BBB and have some of your other tenants file as well if your claim remains.. the choice is yours. ***** on both our records or we agree it's zero balance and both remove our claims. Doesn't matter to me cause my credit is good either way cause your the only mark on my outstanding credit. Doesn't bother me a bit or affect my life as BBB claims will have more impact on your business than your claim will have on my credit. Have a nice day

  Sincerely,

  
  

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