Complaints

This profile includes complaints for Cardinal Group Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardinal Group Management

  4100 E Mississippi Ave Ste 700 Denver, CO 80246-3054

  
• 

  Cardinal Group Management

  2200 University Suites Dr Greenville, NC 27834-5787

• 

  Rush Student Living

  9200 University City Blvd Charlotte, NC 28213-3911

• 

  Park East Living

  1819 Glenna Goodacre Blvd Lubbock, TX 79401

• 

  The Bloc

  707 Avenue T Lubbock, TX 79401

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:04/23/2023

  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 live in ******* and Lofts in ******, Cardinal Group Management manages, and it's been a bad experience, from poor management to ***************. I am writing this because there was a fire in my apartment, an apartment-mate room caught on fire. I needed to call the fire department, and even though there was an actual fire, they weren't automatically notified, which is a significant safety issue. Secondly, I have lung issues, so even dust can bother my body. The significant inhaled smoke resulted in my body coughing and puking blood; the doctor said I probably had a ************************* tear. When I contacted management to ask for cleaning both air and the area, they said it was not their responsibility because the resident was possibly at fault. I live with friends as the apartment air quality is not livable. Having spent time in Urgent and ************** for my health issues, for them not to clean is failing to provide livable conditions. I am requesting cleaning services and for the building to put me in a hotel until this is completed or not change me for rent, and I will get an Airbnb.

  Business Response

  Date: 04/24/2023

  Thank you for reaching out! We installed a commercial air purifier in the apartment on Saturday after we found out of this issue Friday at 10 pm. I was already sleeping so I did not get their messages until 1:30 in the morning. I had them pick up the air purifier the next morning. We had photos taken of this and have been working actively with the **************. We have to get a permit to fix the damage done to the apartment which was due to a candle catching their desk and carpet on fire. We also let the resident know we are able to get out a cleaning crew, but it would be at the cost of the resident. I have since contacted two different companies and am waiting for them to contact me back. The resident's bedroom door was closed during this issue and they were also not home, so we were not told about it until the roommate called the fire department. The fire department contacted *****, our Supervisor, but his phone was damaged earlier that day and he had no way of getting calls. ***, our tech, was the one who took the call and came down to the apartment Friday as soon as he found out.  
  
  We are still actively working on this issue with the resident directly. The onsite community manager will continue to communicate directly with any residents on this matter.
  
  

  Customer Answer

  Date: 04/24/2023

   
  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. Got me a hotel and am cleaning the place asap. 
  
  Sincerely,
  
  Zion Sherin

• Initial Complaint

  Date:03/21/2023

  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 a resident at the ************************* in *********, managed by Cardinal Group Management. When issues arise, they are either not repaired or poorly repaired, driven by either an inability or unwillingness to make repairs. For approximately three weeks (and counting), our building has had no internet access, an amenity which is included in the rent. Hot water is sporadically out, sometimes for days at a time. This includes a lack of hot water last night which was "fixed" this afternoon, followed by another failure 6 hours later, indicating improper repairs. A broken lock on the back of the building has been left for months, despite maintenance requests.

  Business Response

  Date: 03/23/2023

  The resident emailed the onsite team regarding the hot water on Monday, and the repair was completed the same day. A vendor is coming out today, March 23, to inspect all the boilers to prevent future interruptions.  The internet is still getting worked on by spectrum. The delay is with Spectrum, and outside of our control. We are sending the communication daily to all residents.  

  Customer Answer

  Date: 03/23/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 05/26/2023

  In March, complaint ******** was filed against this group, my landlord. Amongst my complaints was that hot water is regularly out (approximately 1 day per week), and they refuse to properly fix it. I was assured that the water was fixed, and the complaint was resolved. Hot water continues to be out regularly, despite that being a service I pay for in my lease. Temporary fixes are made, but the fact that the hot water always goes back out within the next several days later demonstrates an inability or unwillingness to appropriately fix this issue which has been known about for months. Management has not responded to several emails inquiring about whether it will be fixed.

  Desired Resolution: Repair

  Business Response

  Date: 06/01/2023

  Management is aware of the issue and are actively working to repair the west water heating tower. They are waiting on approval for the fix, as it is a CAPEX project, but they will continue to push this hot water issue as a top priority. 

  Customer Answer

  Date: 06/03/2023

  
  I am rejecting this response because:

  At this moment, I do not have hot water, once again. You have known about the issue for months and it has not been resolved, so it simply cannot possibly be a priority. Stop making excuses and make appropriate fixes. This is entirely unacceptable, and I am appalled by the staggering incompetence necessary to let this remain an issue for months.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/16/2023

  Management has reported that they are actively working with a vendor to repair the water heater. The vendor arrived onsite with incompatible parts to complete the repair properly, but new ones have been ordered. The vendor will return onsite to complete the *********** the new parts are available.  
  

  Customer Answer

  Date: 07/17/2023

  I'd like to re-open complaint Number ******** against Cardinal Group Management. Despite what they claim, the issue has not been resolved and has only gotten worse since the complaint was closed. Management will not respond to my emails; they only respond to BBB complaints.

  Business Response

  Date: 08/02/2023

  Management has confirmed that they are actively working to resolve this issue. The parts for the water heater repair have had to be custom made, so management has not been able to provide an exact date for the repair to be completed. They will have a confirmed date by the end of this week.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 19633095
  
  I am rejecting this response because: 
  

  This has been an issue for 6 months now. You've had 6 months to do what needed to be done to fix this, and you chose not to. Hot water issues are legally required to be treated as an emergency, and I am currently on day 6 in a row without it, after informing you of this issue countless times over the last months. After 6 months, you still cannot even provide an estimate of when it will be fixed. What do you plan to do to make up for this? I think significant financial compensation is in order, as I would be well within my rights to seek that in court.

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

• Initial Complaint

  Date:03/05/2023

  Type:Product 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.

  When I moved into The Point at Crestmont I paid a $700 deposit. I moved out 1/31/2023, due to 2 failed inspectionsI went to the office 2/1/2023 to do a walk through and return all keys the apartment was cleaned through and through (I have video) I received letter of final account statement with refund amount $676.13 due to sewer and water base charges for 11-1-22 to 12-1-22. I wrote a check #*** for $38.04 to cover that and last water bill which have not been submitted to my bank. I was told it would take at the most 30 days to receive my refund back it is now 3-5-23 I gave a forwarding address to send refund and I have not received it. I would like this resolved. I dont understand why it take so long to get a refund backwhen you pay your deposit they get it at that very moment of request.

  Business Response

  Date: 03/10/2023

  The onsite team spoke to ************** who verified she received her refund and check for $38.04. She understands that the refund process *** take up to 30 days but was concerned since the 30 days had passed. I explained that her check for $38.04 was returned because her water/sewer invoice was only $23.87. 

  Customer Answer

  Date: 03/11/2023

   
  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:02/23/2023

  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 have cosigned on my daughter's lease. She has since graduated college and moved out of state from the apartment. A person came in to take over her lease. He signed a lease document but the office failed to get him to sign the lease transfer. She has signed the transfer. Now he no longer wants to lease the apartment, but the complex had my daughter drive 5 hours and relinquish her keys. Now they expect her AND this other person to pay rent on this one bedroom. No one wants to live here due to the shady things that happen in that office. Please look into this establishment.

  Business Response

  Date: 02/28/2023

  Thank you for reaching out to us. The relet process for ****************** has been completed all the way up to the point where ****************** would sign the re-let documentation accepting the transfer, but at this time he is declining to sign the document and to take possession of the unit.  If she is able to speak with ****************** so that he finalizes this document with his signature our team will be more than happy to complete the relet process and transfer possession of the lease agreement to *******************  ****************** was a communicated re-let for ******* but never signed the relet document to finalize the process so we are unable to hold him to the relet of *******'s unit. 

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19459614
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/20/2023

  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.

  We have not had water pressure in our unit since June 2022. We have received several false promises that the water was getting fixed and the vendors were approved, yet no repairs have been made. Citations have been filed with the health department as well. One of the showers is completely unusable and the other one barely works. Compensation has been promised since September 2022, but only one month's compensation has been received. There have been homeless individuals sleeping and camping out in vacant units in the stairwells because there is no locks on the front doors. The security sleeps all night or hides away, so any person is able to walk in off the street. The manager (********) is rude and lies constantly about the repairs that should be made. She has been telling us monthly that the repairs are starting immediately, which is clearly a lie because nothing has happening. Additionally, we have sent several emails to her and ****** and have received absolutely no communication. This building is unsafe, broken, and we are without proper access water, which is a violation of our leasing terms.

  Business Response

  Date: 02/22/2023

  The repair is scheduled for March **** but can be delayed because the parts must be manufactured. We will communicate with the property on when this repair will take place due to the water needing to be interrupted during the set time.  We completely understand the residents' frustration, but locating a vendor to service this repair has been challenging. The pumps required two types of vendors (plumber and electrician) to complete the repair. The onsite team will continue to communicate a timeline as parts and labor allow the repair to be made. 
  
  

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19439064
  
  I am rejecting this response because: it provides no update to the concessions that were promised beginning in September 2022. Please provide an update to when we will received promised concessions. See attachment for concession approval proof. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/09/2023

  The concession was added to the account in February and once the repair is completed we will offer additional concessions for March 2023.

• Initial Complaint

  Date:02/11/2023

  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.

  My daughter and I did a visit of the property and once we left decided to do the application. After a while we were informed everything was approved. Then we started getting calls everyday saying our application was approved with conditions. When I asked them what the conditions meant they stated I needed to call the place that pulled my credit to find out. When I called them they told me to talk to the cottages. I called the cottages back and they stated the company should have told me. So I got no answer. Later after getting another call from the cottages they told me I had to either get another guarantor or choose to pay the last months rent. I informed them I didn't want either of those options but I was told I was approved with no condition but now I have a condition. I have not signed anything else since this happened. They called me everyday for about a week and then just stopped. When I was in ********** I went to the apartments because no one would answer when I called and I was informed I had to pay that was my only option. I was very upset and asked why when I never agreed to anything. The only thing I am asking is out of the agreement because if you treat me like this now I know it won't get any better and you will treat my daughter just as bad if she stayed there. Why can't I talk to anyone and why can't I get out of this agreement if the conditions changed and I didn't agree to them. This is not good business practice and sad that people get treated like this!

  Business Response

  Date: 02/21/2023

  The lease was incorrectly approved. The applicant did not meet our qualifications, and their lease shouldn't have been approved. Because of this, the lease has been and the onsite team contacted the applicant. 

  Customer Answer

  Date: 02/21/2023

   
  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. The Lease has been canceled.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2023

  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.

  To whom it may concern: The Cardinal Group is ignoring my maintenance requests, not fixing what needs to be fixed, and making residents live in unhabitable living environments

  Business Response

  Date: 02/13/2023

  Thank you for reaching out. Our onsite team has made several attempts to enter the premises to make necessary repairs and has been denied access. Please reach out to our team directly at ********************************************************************** your earliest convenience so we can discuss this further. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19370653
  
  I am rejecting this response because:

   

  Water damage was reported Tuesday 2/7/23. I made every attempt to get a hold of someone Wednesday and did not hear back from anyone at the Cardinal Group until I declined a maintenance person entry on Thursday.  "Multiple" attempts to enter my apartment was actually two attempts on Thursday. No attempts to enter my apartment on Friday happened after I was promised a call by the end of day Thursday to advise on when someone was going to come steam clean my couches. Cardinal Group did not contact me on Friday either. I had to reach out at the end of the day on Friday only to be told they weren't alercerely,
  
  *************************

  Customer Answer

  Date: 02/13/2023

  Water damage was reported Tuesday 2/7/23. I made every attempt to get a hold of someone Wednesday and did not hear back from anyone at the Cardinal Group until I declined a maintenance person entry on Thursday.  "Multiple" attempts to enter my apartment were actually two attempts on Thursday. No attempts to enter my apartment on Friday happened after I was promised a call by the end of day Thursday to advise on when someone was going to come steam clean my couches. Cardinal Group did not contact me on Friday either. I had to reach out at the end of the day on Friday only to be told they weren't going to do anything to clean my home until I let them in. Cardinal Group retaliated against me by not communicating that they were no longer going to pursue steam cleaning my couches until I let them in. They at no point communicated this to me. I had to reach out to them to discover this information. Cardinal Group is negligent and does not care about its residents' habitability. 

   

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

• Initial Complaint

  Date:02/06/2023

  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.

  We have been tenants at our housing community for almost three years and have never been late on a payment. Times have been tough and this month we are a little behind. Rent is always due on the first, as I stated we have never been late. They have raised the rent over $300 monthly in the almost three years we have lived here. Nevertheless it is the 6th of the month, 5 days late for the first time in our history here, we were charged $80 in late fees already and we were served an eviction notice. This organization is ruthless and horrible. I will be terminating the lease it is inconceivable how you don't even reach out to good tenants.

  Business Response

  Date: 02/09/2023

  Hi *******, Thank you for reaching out. Our onsite team reached out to you personally yesterday to discuss your inquiry. **** our ******************* Manager also followed up with an email and would like to communicate with you directly to provide a resolution to your inquiry. 

• Initial Complaint

  Date:01/20/2023

  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 live in ************************* with 3 roommates. We have had a non-usable shower for over 6 months without repair. I have attached email proof that the management here promised us concessions back on our rent due to the fact that they were, for some reason, unable to make the repair. The management here has not only lied to us (in writing), but they also are failing to keep us as residents safe. There is no working locks on many of the building front entrances and you do not need a key to use elevator. We learned this week that there was an unhoused individual living in the unit right next to ours, as the vacant unit itself was not even locked. Our unit is unsanitary (due to lack of water pressure) and now also, unsafe. We were promised money back, and we would like to at least receive that compensation, if the company cannot manage to pair for the repair or find vendors to do it as they claim. I am happy to provide video evidence of said showers, broken elevators, and also unlocked doors throughout the premisis.

  Business Response

  Date: 01/23/2023

  Their unit was experiencing low water pressure regarding a significant repair. The repair information has been sent and is pending ownership. In the meantime, repairs were made in their unit to supply water; the pressure is fair but not excessively high.  On Friday,  the community manager was granted to give all the residents a 50% concession for their upcoming month. ******** will be reaching out by 5 pm today to discuss this resolution with the residents. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18870112
  
  I am rejecting this response because: the problem is not at all fixed. The pressure in the unit as a whole is by no means fair. The water comes out in spurts or droplets, never a consistent stream. This applies to every shower and sink in the unit, including our kitchen sink. It often takes residents over 30 minutes in order to take a proper shower and egregious amounts of time to wash dishes in our working sink. 
  

  We do thank you for offering 50% off for a future months rent. However, we do not feel that this amount of compensation is by any means fair. We were promised in September that we would receive a percentage of each month that the problem persists as a concession. Therefore, we should actually be owed a percentage back of our rent for over 5 months as this issue began already in June. If you continue to argue that it is fixed I will be happy to submit recent videos (taken this month) of every water source in our unit for you to see that this problem is NOT fixed and the pressure is NOT fair, thus we are owed more than the compensation you offer in your original response. 
  I personally have been driving ***** minutes multiple times a week to shower at a family members home. This is absolutely unacceptable considering the amount of time we have been waiting for an actual repair. This is such a beautiful building and its such a shame it is not properly taken care of. 

  We look forward to our discussion with ******** today, and we hope you see this message and take it as seriously as it is as we have already started speaking to city health department and other officials  regarding the safety and often unlivable conditions of this building. 
  

  I do appreciate your prompt response and hope for another prompt response on behalf of my roommates and myself. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2023

  The repair is scheduled for March **** but may be delayed because the parts must be manufactured. We will communicate with all residents on when this repair will occur due to the water needing to be interrupted during the set time.  The onsite team completely understands the residents' frustration, but it has been challenging to locate a vendor to service this repair. The pumps needed to require two types of vendors (plumber and electrician) to complete the repair.   The decision to complete the repair is priority and the onsite team will be in touch with residents regarding concessions. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18870112
  
  I am rejecting this response because:

  we would like the concessions promised for July-******* still. We only have received them for ******* and February, which is not the amount the residents were promised. To clarify, i  have not been able to properly shower in my unit since June. We want a response about our concessions that were promised months ago and never received. Please adjust our compensation accordingly. 
  Every  time we email we get no communication from management and are ghosted unless we physically wait in the leasing office for someone to answer us. Its absolutely unacceptable behavior. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/29/2023

  The onsite team will be providing a half month concession for ***** due to the concerns. The parts are now 5-6 weeks out for ************ the parts are in, the repair will take place; the communication will be sent the building due to the water service interruption for a period of time. 

  Customer Answer

  Date: 03/31/2023

  My roommates and I have submitted numerous complaints on this website and are saddened to share that using this site is the ONLY way we get regular communication from any sort of management in our building (*************************). We have been without water pressure for months, leaving us with some showers completely inoperable. I have resorted to showering at my ************* facility. We were promised compensation starting in September, and only started receiving compensation this February. So we are missing multiple months of compensation that we were promised. Additionally, this complaint is written to draw light on the fact that we have written proof of the repair being scheduled for the week of March 13th, and now we received word this week, via BBB, that the parts are 5/6 weeks out, so we would like an explanation for this discrepancy in timelines. Additionally we move out in 7 weeks, so we feel we really should be compensated for the other months that already passed since we might have working water for only 1 week before we all move out.

  Desired Resolution: Refund; Finish the job; Contact by the business

  Customer Answer

  Date: 03/31/2023

   
  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,
  
  ***************************

  Business Response

  Date: 04/26/2023

  The concessions for September and October have been added to the residents account.  The hot water was permanently fixed the end of March with a replacement of a flow switch and igniter. All concerns in this inquiry have been addressed by the community manager. 

• Initial Complaint

  Date:01/17/2023

  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 lived at #***B in *********** Apartment in *********************************************, since May 1st, 2020, and moved out on Nov 29th, 2022. My lease ends on July 31st, 2023. The relet date is Dec 1st, 2022. However, I haven't received my security deposit which is $1418 until today (Jan 17th, 2023). I sent an email to *************************************************** two weeks ago, but never received any reply about how to solve my situation.On Jan 4th, 2023, I called *********** apartment again to ask when I will receive my deposit. At the beginning, the staff said the Cardinal Group may need up to three months to process the return of security deposit. I said it violates ******* Laws which illustrates that the landlord has to return the deposit within 30 days after moving out. Then the staff said she needed to confirm this with the manager. Five minutes later, the staff told me that the reason why I havent received the deposit was that my relationship with *********** apartment is still alive because ******************************* didnt move in. I need to pay the rent until the lease ends. I was shocked. I went to *********** apartment and talked to the manager, but he only wanted to ***** his responsibility.In the section 21 of the Rental Agreement and Lease:If departing or remaining Residents find a replacement Resident acceptable to Landlord before moving out and Landlord expressly consents to the replacement, then:f) The departing Resident will no longer remain liable for all Lease Contract obligations for the rest of the original Lease Contract term.The behavior that the apartment still wants me to pay the rent after the relet date violates the section 21 of the lease. The behavior that the apartment or the Cardinal Group Management refused to return my security deposit within 30 days after moving out violates ******* law.Im very disappointed with *********** apartment and Cardinal Group. I hope they can send my deposit which is $1418 as soon as possible.

  Business Response

  Date: 01/26/2023

  After speaking with you in office, you answered all questions and seemed completely aware of the details of the relet agreement and ownership of the lease agreement. We are happy to continue assisting you with reletting the unit. We apologize if this has caused any inconvenience.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18829248
  
  I am rejecting this response because:

  First, I never talked or called with anybody after I submitted this complaint to BBB. The person who replied to the complaint (possibly the manager in the Osceola apartment) is lying. Second, its ridiculous that I complained about the behavior of the manager in the Osceola apartment, and Cardinal group let the manager investigate and answer my complaints by himself. Its very unprofessional. Third, the reply didnt answer my doubt about the behavior of *********** apartment has violated the lease and ******* Law. Again, according to the section 21 of the Rental Agreement and Lease:
  If departing or remaining Residents find a replacement Resident acceptable to Landlord before moving out and Landlord expressly consents to the replacement, then:
  a) Such substitute Resident will be obligated to the standard application fee, which shall be immediately due and payable;
  b) The departing Resident must pay for all damage to the Unit and the Property as provided in this Lease;
  c) The replacement Resident must meet the Rental Qualifications Criteria and Acknowledgement;
  d) The replacement Resident must fully complete and execute a new Lease and all addenda, and cause a new Guarantee to be executed and delivered;
  e) A rekeying fee will be due if rekeying is requested or required; and
  f) The departing Resident will no longer remain liable for all Lease Contract obligations for the rest of the original Lease Contract term.
  
  In my situation, I found the replacement resident who was accepted by the Osceola apartment because the apartment approved her application and both of them signed the lease. The several calls between me and the Osceola apartment, the lease that ******************************* signed and the Osceola apartment approved, the acceptance of keys when I moved out,and emails and online accounts balance change have sufficiently show that the Osceola apartment expressly consents to the replacement. Then Im not liable for any contract obligations. Whether moving in or paying rent after relet date is the responsibility of the replacement resident. The behavior that the apartment still wants me to pay the rent after the relet date violates the section 21 of the lease. The behavior that the apartment or the Cardinal Group Management refused to return my security deposit within 30 days after moving out violates ******* law.
  
  Sincerely,
  
  ***********

  Business Response

  Date: 02/14/2023

  Nan, 
  
  
  The relet agreement states the following:
  
  
  Page 1 #2 - This Relet Agreement will not be executed by Landlord or otherwise become effective unless and until all of the following have occurred prior to the Relet Date: 
  Replacement Resident pays all Move-In Charges and Recurring Fees (each set forth below) due upon Move-In under the Lease
  Page 1 #3 - Replacement Resident agreements to complete move-in on or within (3) calendar days of the Relet Date. Failure to complete move-in as agreed will be a material breach of the Lease by Replacement Resident. 
  
  
  ****************** did not pay move-in charges set forth under the lease agreement nor did she move into the unit. Because of this, the contract is in breach and the departing resident remains responsible under the lease agreement. 
  
  
  I apologize for any miscommunication. 
  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18829248
  
  I am rejecting this response because:

  First, the Osceola apartment manager sent the relet agreement on Dec 16th, 2022. But the relet date should be Dec 1st, 2022. It means it is impossible for me or ******************************* to sign this relet agreement within 3 calendar days of the relet date. Thats why he set the relet date as 12/01/2023 (how ridiculous) in the relet agreement that he sent to me because the system does not allow him to set the relet date earlier than the date that he created the relet document I guess. If this relet agreement is so important, the landlord or the Osceola apartment manager is the first one who should be responsible.
  Second, I confirmed the process with the Osceola apartment for many times (e.g., whether I need to sign any documents, what else should I do to complete the relet) before moving out on Nov 28th,2022 and nobody in the leasing office had ever mentioned the relet agreement.They told me that I let the office know when is the relet date and the replacement resident signed the lease and got approved, then the relet is completed.
  Third, the rental agreement (lease) never mentions anything about the relet agreement, and the relet agreement violates the rental agreement section 21. Again, in section 21, if the replacement resident acceptable to Landlord before moving out and Landlord expressly consents to the replacement,the departing resident (me) will no longer remain liable for all Lease Contract obligations for the rest of the original Lease Contract term. The replacement resident ******************************* signed the lease before the relet date and the lease was also signed by the manager. According to the rental agreement, Im no longer on the hook.
  Last, in the relet agreement, page 1 #3 Replacement Resident agrees to complete Move-In on or within three (3) calendar days of the Relet Date. Failure to complete Move-In as agreed will be a material breach of the Lease by Replacement Resident. But I have not found any clause saying the departing resident remains responsible under the lease agreement if the replacement resident violate the contract. Could you let me know what clause that you use to reach the conclusion that the departing resident needs to be responsible for the replacement resident if the replacement resident violates the contract?

  Again, please return my security deposit as soon as possible. *********** apartment has already violates ******* law. 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 02/28/2023

  In our prior communication we provided lease language that states: 

  The relet agreement states the following:
  
  
  Page 1 #2 - This Relet Agreement will not be executed by Landlord or otherwise become effective unless and until all of the following have occurred prior to the Relet Date: 
  Replacement Resident pays all Move-In Charges and Recurring Fees (each set forth below) due upon Move-In under the Lease
  Page 1 #3 - Replacement Resident agreements to complete move-in on or within (3) calendar days of the Relet Date. Failure to complete move-in as agreed will be a material breach of the Lease by Replacement Resident. 
  
  
  ****************** did not pay move-in charges set forth under the lease agreement nor did she move into the unit. Because of this, the contract is in breach and the departing resident remains responsible under the lease agreement. 

  We stand by our policy detailed above and have provided a detailed response to better explain our resolution to this inquiry. 

  Cardinal Group Management no longer manages the community and cannot provide any additional assistance on this inquiry. 

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 18829248
  
  I am rejecting this response because:

  Cardinal group is the most disgusting corporation that I've met. I submitted all the evidence which can clearly show that's the fault of the manager and you should respect the lease and ******* law, but nobody in this corporation even tried to directly answer my question or investigate the dispute.

  The only thing the cardinal group do is trying the best to extend the time of response, waiiting for everything transferred to the new property and the unprofessional manager fired. 

  Fortunately, the new property investigated everything and decided to return the security deposit to me. 

  Before that, actually I have consulted the attorney and planned to *** the Cardinal group to the court. You should feel lucky because the new property saved you. 

  
  Sincerely,
  
  ***********