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

  
• 

  The Cottages at Lake Tamaha - Student Housing

  745 Tamaha Trce NE Tuscaloosa, AL 35404-2530

• 

  Cardinal Group Management

  3535 E 10th St Greenville, NC 27858-0823

• 

  Arcadia Student Living

  707 Sanctuary Pl Charlotte, NC 28213-8143

• 

  Cardinal Group Management

  3333 Melrose Club Blvd Raleigh, NC 27603-6027

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:11/28/2022

  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.

  ***********, owned by Cardinal Group Management, is consistently failing to provide reliable internet to their residents of a student housing property. Their internet provider, ************, cannot provide reliable internet services. On 10/24, 11/9, 11/15, and 11/28 our internet has gone down entirely. These outages have lasted over 24 hours in each occurrence. There is little to no communication from management regarding the issue or how these frequent outages will be fixed for the longevity of the internet. When we have been given communication, we have been told the issue has been fixed, and then the internet goes down again. Alternatives or compensation are not offered by *********** management. When contacting ************, they refuse to provide an ETA, nor information on why the outages have been happening. Cardinal Property Management needs to take responsibility for the contractors they hire to provide basic services. Student housing should have regular access to internet for basic completion of class requirements, not frequent outages without information, compensation, or resolution. *********** is advertised as student housing, yet cannot provide sufficient internet which is required for college students to adequately complete assignments and other college-level responsibilities. Residents should be compensated for the services they are paying for, yet are not receiving at a basic level.

  Business Response

  Date: 11/30/2022

  The community has lost internet during those times due to the regional provider lines going down. It wasn't something ****** or our onsite team has control over. Emails/Texts were sent to residents with updates as they came in. In regards to ****** not giving ETA on the internet coming back up they couldn't provide our onsite team with an update since the return of service from the regional provider was outside their control. The community manager sent an email to all residents explaining why the internet was down and what we did to help expedite it going back online. If you continue to have any issues regarding the internet service, the onsite team can help provide any updates. 
  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18471721
  
  I am rejecting this response because:

  We did not receive any information regarding the outages on 10/24 and 11/9, and we could not communicate with the front office as their phone and internet services to communicate with the community entirely rely on the internet service being available. Furthermore, we were not notified of this being a regional provider issue until 11/15. Again, despite the persistent outages in a college student-geared community, there have been no alternatives or compensation offered by ***********. Residents must have a car to be able to access internet services at other locations, which is not always available to all residents. Again, Cardinal Property Management needs to take responsibility for the contractors they hire to provide basic services, and at the very least, communicate with their residents and provide alternatives when basic services are unavailable. Residents should be compensated for the services they are paying for yet not receiving, especially when "Community-Wide Wifi" is listed as an apartment amenity.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/08/2022

  Our onsite team is continuing to source additional regional providers. The onsite team did send text the day it went out and an email on November 15th that explain the entire situation. The team sent out the note as soon as internet services were restored. Unfortunately, the loss of service was outside the communities control and provided an update as soon as possible and continue to look for other solutions.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18471721
  
  I am rejecting this response because:

  Regardless of the cause of the internet outages the business has not offered compensation or rectification for current residents who were without internet for multiple instances of several hours.

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

  Business Response

  Date: 12/14/2022

  The onsite team did provide a resolution for you. After speaking to one of our onsite team members, they provided you with a gift card to a local coffee shop to access their wifi. The onsite team has continued to provide communication related to this event. Unfortunately, the serves going down were outside of our control and we communicated with all residents as quickly as possible. 

  Customer Answer

  Date: 01/05/2023

   
  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. However, I will note that the gift card was not given on behalf of the business, but out of the kindness of one of your employees. As Vivo continues to have regular internet issues, I hope that you look into resolutions for Wifi outages, such as providing mobile hotspots for residents. Thank you for your time.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/20/2022

  Type:Billing 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.

  Cardinal Group Companies has recently acquired the property of ****************. and requested that all tenants mail their payments for the month of October to an address as their online payment portal had not yet been finished. After sending in a check, I was charged twice in October, once on the 12th and another time on the 31st for the same check. While this has gone through with the bank and we are disputing it through them, the double amount charged for October has not been reflected in my tenant portal as extra credit at all. I have tried reaching out to Cardinal Group on 4 SEPARATE OCCASSIONS through their email, their complaint request in their portal, I've tried calling and been sent straight to "Your call cannot be taken" and hung up on, I've even tried reaching out to the Cardinal Group representative for my apartment, *****************, who has also not seen or responded to my request to just take a look at the situation and let me know how it can best be resolved. To be *****, this situation is ridiculous and unprofessional. If a mistake has been made, the person on the end of the mistake SHOULD NOT BE BEGGING the housing company to even take a look at the problem. I am requesting that Cardinal Group Companies at least gives me the time of day and lets me know how it can be fixed or if anyone is even seeing any of my complaints.

  Business Response

  Date: 11/23/2022

  Our team has been working with this resident directly and are working to fully provide a resolution to this issue. The check was deposited only once and withdrawn once, as showing in our account system. There was a delay in the processing of the check which may appear as a second withdrawal but we can ********* has only been withdrawn once, which is showing in the resident portal. 

  Customer Answer

  Date: 11/23/2022

   
  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:11/15/2022

  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.

  *********************** in the ******** area & parent company Cardinal Group implied amenities, utilities, & habitable advertised living environment. However, since moving in on 19 Aug 2022, no central AC as advertised on their website has been active in the apartment unit. A window unit was provided, that is so noisy that a choice has to be made whether to watch & listen to the ** or a have a noisy window AC unit on for cooling that doesn't actually cool the entire apartment or that blows directly on you as your try to watch the ** as the unit is near the sitting area of the apartment. ******** was very aware of the lack of central AC for MONTHS prior to the moving date as some of the Office staff finally admitted that the **** has been nonfunctional for quite some time. However, they made a choice not to disclose the info at the signing of the lease agreement. I'm left to think that they feel it's more important to fill the building regardless of its condition or lack of indicated utilities/amenities. Now that it's cold/temperatures in the ******** area below freezing, there is no central heat to warm the nearly 500 sq ft apartment. A small space heater nearly the size of a small waste basket has been provided to heat an entire freezing apartment. ************** parent company appears to strive on false advertisement & a management staff that consistently do not follow up on addressing issues and/or service tickets. As of today, 14 Nov 2022, I'm STILL waiting for the property manager to following up with me from **************************************** addition, from ***** Nov 22 and majority of the day of 14 Nov 22 with freezing temps in the ******** area, no Office calls and/or emergency service response was available. The calls rolled over to ***************** was a response that the mailbox was full. It's not enough that as a student, focusing on my studies is a priority, but now I have to spend a great amount of time focusing on my living conditions.

  Business Response

  Date: 11/16/2022

  I've spoken to the resident and the guarantor on several occasions regarding the repair. The system has malfunctioned, and the new systems are en route. Due to the vintage style of the building, the systems are not easily located and must be ordered directly from the manufacturer. The systems are en route and are taking a bit longer than expected to install. We have issued portable heaters while the systems are installed. The unit was walked yesterday, and ************** has confirmed the unit temperature is currently 75 degrees. The portable is industrial but did not seem noisy, and the ** was on. I will have our **************** Manager follow up daily until the systems are installed.  Please contact ****************** if you have any further questions or concerns  at ****************************************
  
  

  Customer Answer

  Date: 11/22/2022

  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.  ****************** Cardinal Group has instructed their entity ************************* to take immediate actions, which did occur. Currently, the central heat is working. The statement that an industry space heater was added to the room is incorrect as the Confort Zone model # CZ798 space heater is only designed to warm up to 200 sqft therefore leaving the rest of the apartment very cold. The 75 degree  thermostat reading reflected the temp of the room that the space heater occupied not a true representation of the temperature of all the entire apartment square footage (500 sq ft). Continuous monitoring of these central heat will occur and the Cardinal Group will be notified of any issues due to past failed attempts and actions as the norm from ************************* in addressing  service calls.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/07/2022

  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.

  On September 24, 2022 my daughter moved into this 3 bedroom apartment located at *********************************************************. When we signed the lease it was agreed that the entire apartment will be furnished including the bedroom. The bedroom included the bed frame, mattress, desk, chair and dresser. When we moved her into the apartment that day we were informed that she only had a chair in her bedroom and we were told that the furniture will arrive in a week. When we got to the apartment there was no bed frame, no mattress, no desk, no chair, no dresser and to top it off the carpet was filthy and torn in several places. When I call to inquire about her furniture I am told that it would be delivered in a week and that there will be a $100 credit that would be added to our account, which is totally unacceptable since it's been over a month and a half of my daughter not having her furniture. It's been a month and a half and they continue to give us the same story. I am not the only person that was affected by this, there are many parents and students that are in the same situation and they continue to neglect the fact that they have not kept their side of the agreement and ignore our calls. When I call corporate I only get an voice mail and never get a call back, when I call the leasing office the manager is never available and they tell us to email them, which I have done it several times but never get a response. It is very frustrating not being able to have any communication or any remorse from these companies that are taking advantage of the fact that most of the parents are out of state and are pretty much forced to stay in place such as this one. I would like to obtain a resolution from Cardinal Group Management and stop ignoring us!!! I am requesting that they provide the furniture that was agreed in our lease and that they replace the carpet in my daughter's room immediately.

  Business Response

  Date: 11/15/2022

  We had issues with getting furniture to all of the residents, but have another truck of furniture on the way to the community right now. It is our hope that we get all of our furniture issues resolved with this last shipment. To better assist with the carpet replacement list, we will need the resident to reach out to our area manager at ********************************************************************.
  
  
  

• Initial Complaint

  Date:11/03/2022

  Type:Order 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 signed a 12 month rental lease agreement for my daughter who attends ********************** the apartment complex is located at **** ********* Apt: 111 . The lease ran from ******* until *******. My daughter was 1 of 4 room mates. We paid rent, utilities, fees on time without any issue. My daughter and her roommates lives for 12 months without any incidence or complaints against them. They vacated the unit and left it very clean and free of personal belongings. Eight weeks after my daughter moved out I received a bill for $350.00 to replace a spring mattress. I was told damage was done to it and my daughter was at fault, her room mate received the exact same invoice ( the unit had 4 bedrooms each girl had their own space). I emailed the management office and requested more information. I was provided pictures of a damaged spring mattress, completed by an inspector in which we were not notified or were present at the time. I in turn asked for the make/ model and year the spring mattress was purchased. I assured the management company my daughter in no way damaged a spring mattress. They informed me it appeared as if it was damaged and she tried to fix it. I assured the management office my daughter has never picked up a tool in her life let along flip over furniture to try to repair. I was denied information of make/model and date the spring mattress was originally purchased. I was informed "we" do not provide information. I advised "I" do not pay for new furnishings for someone else's property. Spring mattresses have an average 10 year life. After 10 years the spring mattress needs to be replaced which is the responsibility of the management/owners to do so not the last tenant in the space.I have received around 2/3 emails that I will be sent to collection and my credit will be ruined.

  Business Response

  Date: 11/07/2022

  The $350 charge has been removed by the onsite team and you'll receive a notification from the Resident Portal. Thank you.

  Customer Answer

  Date: 11/07/2022

   
  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:10/26/2022

  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 electronically signed a lease for an apartment rental on October 13, 2022 at rougly 5:35 AM EST for my son. We immediatly received an email confirmation within minutes of signing a lease for my sons rental that Your Lease is Complete! Hurray! and we should wait for the countersigned document. I have a copy of this original email. Fast forward 2 weeks later my son receives a phone call and management claims they did not receive both documents required to execute an agreement, not at all what the email indicated. They claim rates have gone up and the new rate will be an additional $110 per month. I have since found out every one of my sons other 3 roommates families have gone through the exact same process. Now we are being told we have 24 hours to sign a new lease, at the new rate, or my son will not be assured housing for next year. Unfortunatly I cannot get anyone on the phone to discuss.

  Business Response

  Date: 09/18/2023

  To best provide assistance we need to know what community you are inquiring about. Thank you.

• Initial Complaint

  Date:10/17/2022

  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 co-signed a lease with my daughter for one of their properties, *********** in *********** **. One of the reasons we liked this property was the option to pay for a parking spot. About 3 weeks after the semester started they closed down a lot to demo a building within the complex. Once they did this the parking situation has become a nightmare for the students. Let's start that any company seeking to demo a building most likely initiated that planning months before it happened along with seeking proper permits. In other words, they knew when they were signing leases and selling parking spots that this would be a problem. Students are now left to fend for themselves, sometimes late at night, to figure out where they are going to park. Not only it's inconvenient but it's putting students safety at risk. Some students are getting their cars towed and it's costing them additional money. To make matters worse they have now parked a construction trailer on the lot that was available, unbelievable! Emails and phone calls to the onsite and corporate property managers go unanswered. With the conclusion of the academic year still far away they need to resolve this asap.

  Business Response

  Date: 10/18/2022

  
  We apologize for the inconvenience and understand how drained your daughter must be in dealing with the situation.  Our onsite team has taken measures in response to the changes being made onsite.  This includes increased roam tow for unregistered vehicles, mapping of the immediate curbside parking areas, reducing guest parking passes, and controlled leasing of parking lots. Again we do apologize for the situation, and appreciate your feedback.
  
  
  Just as we have, we will continue to update all tenants of changes occurring onsite. Again, we do apologize for the matter at hand.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18233589
  
  I am rejecting this response because:
  

  There have been 3 communications regarding this issue, two prior to the lot being closed down and the last one on September 15th regarding added enforcement. At the end of the day if this business rented more parking spots than they have available then the issues will continue. That said there has been no updates for over a month and since there are no assigned parking spots its hard to tell who is allowed to park there and who is not. But, Cardinal continues to collect parking payments from students/parents and refuses or is un-capable of solving this problem. The only thing they have managed to do is remove even more parking spots by placing a construction trailer in the remaining lot they have for the students. The only solution is that they either assign unique spots to the students so that they can report violations or allow students to break their lease and find a safer place to live.

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

  Customer Answer

  Date: 10/24/2022

  Yes, we are paying an additional fee a month for what was supposed to be covered parking. At this point we dont even care if its covered or not. We just want our daughter to have the ability to go about her business and not worry about where to park when she returns. 

  Business Response

  Date: 11/02/2022

  We appreciate your concerns about parking.   As developments occur we will be able to update the tenants as you have experienced. We did not over lease our parking lots.  Our issue lies with people illegally parking on property, by which we are regulating through around the clock towing.  Also, when the trailer was added, we did have special measures in place to ensure that parking would not be an issue. The number of towings remained consistent before and after this change. 
  
  
  We have provided several updates and options via email which you have stated you received.  Unfortunately this is the current situation. However, we will receive your concerns and continue to dive headfirst into the solution pool. 
  
  
  Thank you.
  
  

  Customer Answer

  Date: 11/02/2022

  Complaint: 18233589
  

  
  I am rejecting this response because:

  Other apartment properties in the area, including across the street from the Osceola dont seem to have these problems. So I find it interesting that the parking violators only seem to pick ***********. You have provided NO updates since the original communications and your so called solution is ineffective. I highly doubt a towing company is showing up to your property, getting out of their truck, and looking car by car to see who should be there and who shouldnt.  I dont understand why you refuse to assign spots to the students that are paying for one. This way if someone pulls into spot ** and that happens to be occupied they can then call the towing company directly. The fact is my daughter and other students continue to have to park far away on campus because of the parking situation. Enough with the excuses and fix the problem. You guys should be ashamed for your unethical and unprofessional business practices.

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

• Initial Complaint

  Date:10/11/2022

  Type:Order 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 first moved into the apartment complex "************************" I was required to submit a last month rent deposit and notified the management when I noticed that it wasn't being reflected under my account in April of 2022 which was 4 months notice prior to the end of my lease in August 2022. I was assured by ********************************* the manager of the complex that my last month rent deposit was present on her end and that it would be utilized as it was supposed to. However, she instead utilized my security deposit for my last month rent and when I brought this to her attention she said that I would be receiving the $515 that I am owed through a check upon my move-out. Again, I was skeptical but she insisted I had nothing to worry about. Come my move-out day I was told by her that I would be receiving it in the mail within weeks and have yet to receive anything and it has 3 full months since I moved out. Upon trying to contact ****** for any information I was only reassured that she was trying to resolve the issue but this was the only response I was given for weeks on end and have now been getting ignored by her when trying to contact her. I also have full documentation to prove I am owed $515 and $26 from my security deposit which did not go towards my last month rent along with the entire email chain showing that I have provided her with this documentation and that I have been more than patient with her to resolve this.

  Business Response

  Date: 10/18/2022

  Hi ******,

  We apologize for the delay in processing your refund. Our onsite team is working with the property accounting team right now to process your refund and your refund checks will be in the mail soon. Thank you.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18200880
  
  I am rejecting this response because: This is the sole response that I have been receiving since I began this process. It has been months since then. I need an expected timeframe other than soon. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/31/2022

  Your refund goes through our refund process with property accounting and is in process. We are unable to provide a specific timeline but your refund is in progress.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18200880
  
  I am rejecting this response because: Until I recieve proof that this matter is being prioritized and taken seriously I will continue to keep this complaint open. As mentioned, the property manager has given me this same response for 5 months so I believe my disstrust is understandable. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/09/2022

  The property accounting team processed the refund last week and it is in the mail to you. 

  Customer Answer

  Date: 11/18/2022

   
  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:10/06/2022

  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.

  We attempted to move into an apartment at ************ on 8/15/22. Upon arrival, it was in unlivable conditions (unit *******). Manager said that if the unit was not up to standards by the end of the week we could void the lease and be refunded. On 8/19/2022 the lease was voided and we were promised a refund 'shortly'. The checks had not been sent when we checked back on 8/31 and the company said that the checks would be sent by corporate and it was out of their control. We contacted **************** on 9/14 asking for information for someone to contact at the cardinal group but were refused. It has been over a month and corporate has not sent any refund. My roommate and I are owed $1413.I gave the business time to send our refund checks but it took so long that my previous complaint expired. The business claimed that we did not leave a forwarding address and they reached out asking for one. We left a forwarding address on 8/23 and we never received any message asking for the address after then. This was a lie.

  Customer Answer

  Date: 09/28/2022

  We attempted to move into an apartment at ************ on 8/15/22. Upon arrival, it was in unlivable conditions (unit *******). Manager said that if the unit was not up to standards by the end of the week we could void the lease and be refunded. On 8/19/2022 the lease was voided and we were promised a refund 'shortly'. The checks had not been sent when we checked back on 8/31 and the company said that the checks would be sent by corporate and it was out of their control. We contacted **************** on 9/14 asking for information for someone to contact at the cardinal group but were refused. It has been over a month and corporate has not sent any refund. My roommate and I are owed $1413.

  Business Response

  Date: 09/29/2022

  We issued these residents the refund in a timely manner, but they never responded to any of our requests for a forwarding address, so their refund checks have just been sitting here in the office. The community manager will reach out again but we cannot send checks without an address.

  Business Response

  Date: 10/07/2022

  We asked her for her forwarding address on 9/29, receipt attached. Our team mailed them out to the last known address we had our file in *****, ** since we have not heard back from the resident. 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18178530
  
  I am rejecting this response because: This message was not sent until after I reported the business to the BBB. I responded back with my address but they did not acknowledge that it was received. We replied with our address a week ago and no check has arrived. It is not true that we did not initially leave a forwarding address, we provided it on 8/23. This image does not show proof that I was asked for my address when the checks arrived at ************.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/06/2022

  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.

  I was a former resident of student housing at ************************************. When I signed my lease, it was meant to be from 8/19/2021 to 7/26/2022. However, due to a malfunction of the sprinkler system in the building that flooded approximately 80 units, I was forced to move out within 4 days of it happening. I found this out through my roommate, since I was out of town at the time. All the supporting documentation is posted below.All of this is already illegal, but the real issues I am currently having with The Cardinal Group is about the refund of my credit balance I am supposed to receive. It is over 4 months late. I have emailed them multiple times, I have called on multiple occasions and been told a wide range of dates for when the check would arrive. When I initially moved out, I was told to write down my forwarding address so that the check could be sent there. Then, after two months when I emailed them again, I was told that the check would be sent to the front office of the apartment complex I formerly lived at. That was almost a month ago. It has been impossible to reach them by phone and to talk to anybody with any actual authority, and the property manager has been terrible, giving me vague answers and outright false information. I am legally entitled to a refund of my outstanding credit balance.

  Business Response

  Date: 10/06/2022

  We had issue with funds that delayed his refund and now the refund was sent out on September 14 after I requested a reissue of a new check with our property accountant due ****** said to us that he hasn't received it yet. We verified with him his address to make sure it was the correct address and are processing the refund. 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18175960
  
  I am rejecting this response because:

  This response does not specifically address any of my concerns. For example, will this check be mailed to my forwarding address, or to my former apartment? In person, I was told it would be mailed to my forwarding address. Then when I raised my concerns that I still had not received it at my forwarding address, I was told I would pick it up at the leasing office, as shown in the attached file.  Given the massive amounts of miscommunication from both ************** and Cardinal Group that I have been subjected to, I am not privy to what is actually going on. I have been told numerous dates as to when to expect the check over the last 4 months. Additionally, when is it expected that this check will arrive? If it was mailed on September 14th, it has now been more than three weeks since that check was mailed. I understand that sometimes there are shipping delays, but if there is a delay, that should be communicated to me. I have been patient, however I cannot continue to be when I've been misdirected over and over again.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/17/2022

  The payment was mailed out by our property accountant on 09/14/2022 for the amount of ****** to the forwarding address that he provided to **: ******************************************************************.