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

  3333 Melrose Club Blvd Raleigh, NC 27603-6027

• 

  URSA

  2255 S University Parks Dr Waco, TX 76706-6598

• 

  Fifty Twenty-Five Apartments

  5025 Collwood Blvd San Diego, CA 92115-2126

• 

  The Cottages at Lake Tamaha - Student Housing

  745 Tamaha Trce NE Tuscaloosa, AL 35404-2530

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:01/10/2023

  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.

  The fact that not only did I complain multiple,multiple,multiple,multiple times about having roaches in our freaking apartment dude like I am so tired of emailing them. Im tired of sitting up killing them!!! Thats why Im emailing!! And literally all they are saying is they cant do anything for me so I have to have roaches crawling in my bed and in my kitchen and in my tubs and even after being asked if you guys can move me and even after telling you guys Im not staying in the apartment we still have to pay rent. Not even having the kindness to say hey since you arent staying at your apartment and we werent kept up with the pest dont worry about the rent. Then when we ask to move you say you are at 99% full capacity? But i was told by your maintenance you have 7 units available?

  Business Response

  Date: 01/10/2023

  To better assist you, we will nee to know the name of the community you are mentioning. 

• Initial Complaint

  Date:01/09/2023

  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.

  My daughter is located at ******** in ******* *****. We have been trying to get a call from a person named ****** or ****** who is supposedly a supervisor at the apartment complex since December 13th and have not received a call or email and it is now Jan. 9th. My daughter has been at the apartment since August of 22 and was randomly placed with 3 other roommates. We have been requesting an apartment change due to numerous roommate conflicts.We were finally told a contract would be sent in email to sign on January 5th and there was nothing sent. Called again on Sunday January 8th. No contact from ****** or other. Called on Monday the 9th at 9:30 am and ****** answered the line and said he would send the contracts for signature. We have not received at 3:30pm. We are moving her in and out tomorrow with zero from ******** on the paperwork. It is a 5 hour drive from ****** to *******.

  Business Response

  Date: 01/10/2023

  Our onsite community manager ****** sent over the paperwork yesterday afternoon. Our records show all parties except for the guarantor have signed it. We received a call from you this morning to verify that once you sign the last piece this will be finalized. Thank you.
  

• Initial Complaint

  Date:12/26/2022

  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 at **************** in *******, ** with 2 roommates in a 4-person student living apartment. Each has their own lease. I moved in August 2022. I noticed that from the start someone was leaving the front door unlocked so I communicated with my 2 roommates that safety was a concern for me and I would appreciate it if everyone locked the front door after entering or leaving. We all seemed to be in agreement however the front door was often left unlocked. I narrowed it down to one of the two roommates when the other expressed concern that not only was the door being left unlocked but also at times, ajar.We decided to connect with the property manager ***** in late September and he coordinated a meeting with all 3 of us to discuss the issue and our concerns. The meeting was held and the roommate who was leaving the door open and unlocked was very defensive and upset. We left the meeting with an understanding that she understood out concern and would be mindful of leaving the door unlocked.Immediately from that point forward the environment turned hostile, aggressive and toxic. The roommate was very upset about being called out and was aggressive at every interaction, slamming doors and spurting obscenities loud enough for us to hear.I made an attempt to notify the property management office however they never responded. I sent the attached email to the property manager ***** whom we met with, and he never responded. I was given the name of the area manager and I sent her the same email, and she never responded. At this point, I feel it is the property management's obligation to ensure a safe place to live--I am paying rent in exchange for quiet enjoyment and a safe place to live. They need to 1) move me to another unit at no fee 2) release me from my lease and refund my prepaid rent, or 3) move the problem tenant to her own apartment.Safety is my utmost concern and their lack of consideration for the safety of their tenants is incomprehensible.

  Business Response

  Date: 12/27/2022

  Our onsite team and area manager have been working directly with her attorney, *************************. We have given her the option to transfer 3 time now and she will not confirm if she wants to transfer to a different unit or not. Our team has communicated with her via email, giving her the option to transfer. We have looked into her claims on day of original report which was 10/13/22 & were able to resolve them. We looked into the claims again on 11/18/22 & were able to verify that there was no one additional in the unit that shouldn't be & that there was no animal in the unit either. I still to date, do not have a response from her.
  

• Initial Complaint

  Date:12/26/2022

  Type:Customer Service 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 at **************** in *******, ** with 2 roommates in a 4-person student living apartment. Each has their own lease. I moved in August 2022. I noticed that from the start someone was leaving the front door unlocked so I communicated with my 2 roommates that safety was a concern for me and I would appreciate it if everyone locked the front door after entering or leaving. We all seemed to be in agreement however the front door was often left unlocked. I narrowed it down to one of the two roommates when the other expressed concern that not only was the door being left unlocked but also at times, ajar. We decided to connect with the property manager ***** in late September and he coordinated a meeting with all 3 of us to discuss the issue and our concerns.The meeting was held and the roommate who was leaving the door open and unlocked was very defensive and upset. We left the meeting with an understanding that she understood out concern and would be mindful of leaving the door unlocked. Immediately from that point forward the environment turned hostile, aggressive and toxic. The roommate was very upset about being called out and was aggressive at every interaction, slamming doors and spurting obscenities loud enough for us to hear. I made an attempt to notify the property management office however they never responded. I sent the attached email to the property manager ***** whom we met with, and he never responded. I was given the name of the area manager and I sent her the same email, and she never responded. At this point, I feel it is the property management's obligation to ensure a safe place to live--I am paying rent in exchange for quiet enjoyment and a safe place to live. They need to 1) move me to another unit at no fee 2) release me from my lease and refund my prepaid rent, or 3) move the problem tenant to her own apartment. Safety is my utmost concern and their lack of consideration for the safety of their tenants is incomprehensible.

  Business Response

  Date: 09/27/2023

  Thank you for your inquiry. We will be happy to move you to a different unit, with all transfer fees waived. The onsite community manager will be reaching out to assist you with this request. For future inquiries, please work with the onsite community as they can provide the *************** in a timely manner. 

  Business Response

  Date: 09/27/2023

  After further review this complaint should be closed - this resident no longer resides in the community and was a complaint from December 2022. Thank you. 

• Initial Complaint

  Date:12/25/2022

  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.

  This company claimed we had signed a lease for '************************', we were led to believe this was an application not a lease, and that the lease would be conducted after an approved credit or guarantor credit check. the signature was done via DocuSign by the manager of the apartment. Later they told us the application was denied via credit and guarantor credit and that to live there we would have to pay the full 12 months term. this was not possible at the time so they referred us to a sister apartment where we paid month to month. The keys were never picked up for this original place, and never lived there. about a month later the full 12 month period pay was sent to collections. There is no reason this should have happened, no warning was given, and constitutes fraud. The credit report is in the process of being disputed but this has caused tremendous issues and needs to be resolved. To reiterate, nothing was physically signed and this 'application' was done via docusign by the manager at the apartment.

  Business Response

  Date: 12/27/2022

  We do not have any records of a tenant in our systems and we do not use Docusign in our lease signing process.

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service 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.

  ************************* Report: Management (*************************) Made false promises, harassment, made me feel uncomfortable in difficult situations/settings, lacked response (ignores me) Caused emotional distress. I have sent ******** emails consistently and havent received a response since June. She has hired her friend and they team up against me all the time making me feel uncomfortable at my own home.

  Business Response

  Date: 01/06/2023

  **************** was a previous resident of the community. The onsite team had to move forward in the eviction process due to nonpayment over several months. The Coronado team offered ******** housing assistance, which assisted for six months; the 3rd application was denied, and **************** refused to make payments moving forward.  She was served with an eviction notice, and the court date was for 1/9, but she vacated the unit on 12/28. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18635402
  
  I am rejecting this response because:
  

  The information that the business provided is incorrect and insincere. My move-out date was the 20th of December, and my application for assistance was never denied, it is still ongoing as they have assisted me to complete my own without management due to their lack of response to getting the balance settled through the program like they initially agreed to. We have set up an arrangement and they have ignored me after I paid my portion. 
  
  I have documents to prove the above statement. 
  

  
  

   

• Initial Complaint

  Date:12/16/2022

  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.

  Since I have left my apartment in August I have been trying to get a refund. Initially, the apartment sent the refund to the wrong address (the main apartment office of ***********). By mid November I managed to persuade them to forward that cheque to my correct address. After weeks, and confirmation with the post office, it was clear it never arrived. I requested the cheque to be reissued and was strung along for several more weeks until now, mid December, where I am told they will not reissue the cheque. I have called over 60 times trying to follow up on this and get no response in emails over the many months I have been trying to get a refund for overpaying my rent by an entire month. I am due $570 and am nearly being forced to take the matter to small claims court, which is incredibly poor practice for what should be a simple matter.

  Business Response

  Date: 12/27/2022

  We have located the check in question at our local post office. The onsite team will be will be providing the previous tenant with a tracking number within 24 hours. 

  Customer Answer

  Date: 12/28/2022

   
  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:12/05/2022

  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 contacted ********************************* and *********************** with Cardinal Group Management Company on November 16, 2022, and explained that the service was unsatisfactory. I gave notice that there was water coming in from the floor and ceiling to my bathroom. This was looked at and the leak stopped. In the meantime, my bed and box spring were damaged by the water coming out of the wall. This has created pink mold in the bathroom and the bedroom wall to be warped. I have brought this to the attention of the management company and I am still getting no response on how this is going to be fixed. I would like to be reimbursed by the company for a new bed, as well as I want to be let out of my lease one month early (end of December 2022) so that repairs can be made without me being disturbed. Failure to receive an appropriate response to this problem has prompted me to write directly to you.

  Business Response

  Date: 12/08/2022

  ***** submitted a work order for a water bubble in her bathroom ceiling in apartment 404. The office received a few concerns of water in this stack of apartments, so on 11/23/2022 we had a plumber out to take a look. To trace the leak, the plumber had to cut an area of drywall out in the bathroom ceiling and wall. This was approximately at 7pm. ***** was in the apartment, chose to leave and asked me to call her once we were done.
  
  The plumber and I worked to trace the leak in a few more apartments. I returned to ****** apartment at 9:15pm to clean up the drywall mess wed made and get the shopvac, but she denied me entry to help clean up the mess.

  
  The leak ended up taking a few hours to repair, and water had come down into her apartment again. The leak was resolved at approximately 1:30am on 11/24/2022.
  The office was closed on 11/24/2022 for Thanksgiving. Upon returning on 11/25/2022, I asked ***** if I could come up to clean and she denied the offer. I let her know that we would have a drywall team up on Monday to repair her damages to the wall and ceiling.
   
  In the evening on Monday, 11/28/2022, ***** requested we release her from her lease contract before the lease end date, requested her full deposit, and requested her personal belongings be replaced. I referred her to her lease contract and let her know that, As for an early release, we would not be able to honor that as the repairs were considered as an "emergency" and when these incidents arise, we are obligated to enter the apartment and complete the necessary repairs in a timely manner- which we are working to do currently. We do require a 60 day notice-to-vacate, which would put you right at yesterday for 60 days for January 28th. I can certainly put that notice in for you if you'd like?"
  
  
  For the damaged items, you would need to reach out to your renter's insurance company. I'm not sure which insurance you have or what their policies are, but sometimes they have a small deductible you'd pay and they reimburse for the difference of the cost of things.
   
  For the security deposit, I will make a note of the damages to the apartment from the water and you would not be charged for those damages. Generally if the apartment is left in good shape, no items are left in the unit, and the unit is clean you will receive back the full amount. I've gone ahead and made note of the water concerns for you to ensure you are set for this.
  
  Her lease document states information pertaining to damages in sections 21. REPAIRS AND MALFUNCTIONS & section 22. LIABILITY.  The lease document is attached as a PDF.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18525243
  
  I am rejecting this response because: I am not stating that the water leak was not handled. The leak was taken care of effecently, and I refused them to come back in and clean my apartment due to the late at night hours that this was addressed and the fact that I didn't want to be disturbed at 9/10 pm at night, as well as the fact that this was the day before the Thanksgiving holiday. At that point I was happy to handle cleaning up the mess myself. I am addressing the entire situation and stating that there is now pink mold that I can see growing in the baseboards. No one is attending to this along with the fact that due to the water my bedroom wall is warped. No one has addressed this. For these repairs to be made I would like to be relieved one month early from my lease. This would put me leaving my lease 12/32.2022. I want to be relieved of my lease a month early so that they can make these repairs without my life being obstructed. As well as that at a certain point it will become a hazard for my self and my pet to live in a place with growing mold.

  Due to the emergency repairs that have already had to been made and the obstruction to my living I am wanting my security deposit back in full and to be let out of my lease one month early. 

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

  Business Response

  Date: 12/14/2022

  In regards to the mold, the onsite maintenance team entered the unit earlier this week and did a moisture test. The baseboards are discolored from the water, but there is no mold. As originally stated, in section 21 of your lease agreement it states "After any request for repair by Resident, or during the making of any repair by Agent, The Lease shall continue in full force and effect and the rent shall not ***** during any such period, except in the event of a casualty event making the Premises unfit for habitability within the meaning of Section 29. Since the unit is habitable, the lease will remain in affect as state in the signed lease agreement. 

• Initial Complaint

  Date:12/02/2022

  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.

  So we moved in August 21,2021. When we moved in horrible odor. Found out sewage pipe burst 3 months prior to moving in and management knew but waited until august 20,2021 to try fixing it! Whole basement was molded! We then was promised complete furnished and it wasnt still waiting. Then the sewage pipe burst twice more March 29,2022 and April 14,2022 and management refuses to compensate us for our damaged items. I got very sick because of severe mold inhalation. Im pregnant and we sleep on the floor because no bed frame! Im constantly being threatened by the management ********* I received helpthrough *****. I cant rush them! We just want to be compensated for our damaged items and At least some of the rent back!

  Business Response

  Date: 12/08/2022

  The onsite team has been in direct contact with the resident regarding the content of this inquiry. This is an ongoing legal matter and we cannot discuss the matter.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18517578
  
  I am rejecting this response because:
  the company has not resolved the issue. Especially me being patient with them for the last 16 months of allowing nothing to be done about the conditions of the home. Its very easy for the business to neglect a response on this matter. But they failed us tenants we have not failed them! They failed to see whether the people they had over their management properties were doing their due diligence or not and the company failed to check in on that. Especially when I stated that technically per ************ Law if you reside in a uninhabitable place you by law are not required to pay rent. But we have paid rent EVERY SINGLE MONTH! All Im asking is to be compensated! Once Im compensated for whats rightfully due back to me I will leave the premises within two to three months because Id have to pack and find a new place. I expressed that to the lead memebers. I do not feel that their response is not okay because they are not taking accountability for their actions and for not knowing their management team makes threats and dont do what their suppose to! Especially when I have videos, photos and emails to verify everything Ive said. Its more so hurtful that they think this is acceptable 
  

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

  Business Response

  Date: 12/14/2022

  The onsite team has been in direct contact with the resident regarding the content of this inquiry. This is an ongoing legal matter and we cannot discuss the matter.

  Business Response

  Date: 02/01/2023

  Our on-site team has continued to communicate with **************** regarding her inquiries about the community. This specific matter is now being handled by local legal counsel and we can no longer comment on the matter publicly. Please contact our counsel for any future needs at ****************************** in *******, **. Thank you 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18517578
  
  I am rejecting this response because:corporate was contacted two months ago and just yesterday sent pest control in to do the bed hugs issue after I had already been bit over 250 times! They have not asked about my injuries as I have sent them pics of my injuries and to no avail has ANYONE CONTACTED ME! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/13/2023

  Our on-site team has continued to communicate with **************** regarding her inquiries about the community. This specific matter is now being handled by local legal counsel and we can no longer comment on the matter publicly. Please contact our counsel for any future needs at ****************************** in *******, **. Thank you 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18517578
  
  I am rejecting this response because:

  i just want to be compensated for my loss items. 

  same message keeps being repeated 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/10/2023

  In regards to the compensation, there will be no compensation will be offered to this resident.  The resident failed to have renters insurance that covered the cost of her personal property. 
  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 18517578
  
  I am rejecting this response because:
  I actually ALWAYS had renters insurance! 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2022

  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 name is ********************. I am guarantor for my son, ***********************'s education. He is a second year student at ******************. He has been housed in the same *****************************************************, since August 16, 2022. On October 12, 2022, ******* and I both received copies of his contract for the 2023-2024 school year, for a room in this apartment (*******************************************************, the rent was $1,090.00 on that contract. ******* electronically, signed his copy on October 12, and sent it back to the office, On October 14, I electronically signed and sent my copy back to the office around 8pm that evening. At 8:11pm I received a confirmation of completion on the signing of the contracts. On October 19, we both received new contracts again, that we needed to sign. These contracts were for a higher rent. $1,299.00. Since we had already received "THANK YOU FOR COMPLETEING YOUR LEASE SIGNING" They should honor the original rent rate. Another student in this same apartment is paying only the $1,090.00 rate for the exact same room size as ******* has. When questioned, management told us that ******* did not sign his contract even though we have proof that they confirmed that the lease was signed and completed. I do not understand why the rate is so different between *******'s room and the other student's room in the same apartment. Also, I do not understand why, since they had all my information, Phone, and E-mail) why they were not more vigilant about telling us sooner that there was a problem with the first contract so we could resolve it.

  Business Response

  Date: 12/13/2022

  This guarantor simply did not sign his lease in time to lock in the rate. We operate on a rate tier system, and countersign all leases first come, first serve. For example, say a floor plan is in rate tier 3, and that rate tier has 10 available spaces. However, 11 people applied for the floor plan. In this case, we would send out 11 leases, and the first 10 to sign would lock in the tier 3 rate. We would then move on to tier 4, and so on. 
  
  
  Throughout the process, we are extremely communicative to the residents, updating them on when rates are close to selling out, etc. We emailed ***** and his son multiple times urging them to sign as soon as possible to lock in their rate, however, they did not sign in time. By the time they signed, the tier was sold out, and we had to move on to the next tier per our ownership's guidance.
  
  
  ***** references his son's roommate paying less than him, however, we lease each bedspace individually, so this would not affect his son's rate. 
  
  
  I spoke with ***** myself on several occasions, and explained this to him thoroughly. Although he signed his lease, we could not countersign it, as the rate had sold out.