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:09/23/2022

  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.

  On 07/24/2022, I signed a Prepaid Rent Addendum at *************************** in **********, **, and at the time I thought I could afford it. I was depending on my Financial Aid to help cover the monthly rent with my part-time job. In August unfortunately I was unable to enroll in school at *************************. There's nowhere in the lease that states I'm responsible for rent even if I don't receive the keys, nor does it say I'm responsible for finding a tenant to move in it. I wasn't told by the manager before signing the lease I'm still responsible for rent or finding another tenant if I decided I no longer wanted to move into the complex. The manager also didn't properly verify my income before signing to know if I was able to afford the monthly rent. They're now billing me for $1,303.00 for an apartment I have never lived in. My mother spoke with ****** at ********************** and had her on speaker phone explaining the issue. Ms. ****** stated that she would email the team who runs that property and get the lease agreement expunged. She also gave me the contact information for ********************************* who is the manager of that property. My mother has called and left several messages and she has yet to receive his return calls. I have emailed ********************** and I have yet to receive a response from him as well. In *******, it's against the law to make someone pay for services that haven't been rendered, and in this case, I have never received the keys to move into this complex. Thank you,

  Business Response

  Date: 09/26/2022

  *************************** signed a 12-month lease agreement with *************************** and qualified with a PPA. Since he qualified with a PPA, we do not need to verify his income.  We have reached out to Javoris multiple times to set up a payment plan and allow him to move in.  However, he is not interested in a payment plan and would like to be released from his signed lease agreement.  **** explained for him not to be financially responsible for his lease agreement, he would need to find a qualified reassignment. 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18122408
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/14/2022

  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 the edge apartments in ******. I have been a resident of this apartment complex for over a year at this time. I have been without internet for an entire month. I have emailed the manager of the complex multiple times and have gotten no response and when I went to the office to try and set up a meeting I was told to email the manager or leave a number. When I asked if there was a way for me to handle the problem directly I was told that tenants were not allowed to interact with the router or internet provider and we are also not allowed to start any other internet plan. If I am going to continue to pay for included internet in my bill monthly but not see any access to it then I want this charge taken out of my rent and the opportunity to set it up myself so I can at least complete my coursework for College.

  Business Response

  Date: 09/14/2022

  Though we aim to satisfy all of our residents we have been having technical issues with our wifi in a handful of units. ********* has responded to this resident on various occasions relating to their concerns. We have informed them that we have had IT actively working on this situation and we will notify residents when internet is back online. We also stated that we have study rooms on the property that has wifi available for residents. Per leasing contract we wouldn't be able to accommodate any proration but we are actively working with our IT vendors to get their wifi back online as soon as possible.  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18024847
  
  I am rejecting this response because:I have made several complaints and still have not heard or received any responses from the management  at edge. We were not made aware of communal spaces on the property with wifi. These spaces still do not resolve the issue of not having wifi in our unit. IT maintenance has entered our unit two times, the first time we were not informed they were entering the unit. The second time we were made aware. Although, both times I asked for an update on the status of our wifi repair but received no information. Despite it being over a week since their first visit and several days since the second, we still have yet to hear any updates. I have contacted IT directly via the contact info given to me 2 weeks ago from an edge employee and still have had no contact from IT or edge. 
  this entire situation is being handled in an unprofessional manner and the only form of direct communication has been through this complaint  

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

  Business Response

  Date: 09/28/2022

  We have been actively working on her unit which is now resolved. And has made contact numerous times regarding her Wifi. When service is requested we make sure to accommodate and notify that all residents are notified 24 hrs before entry.We also state all of our amenities and express any unforeseen connection errors via leasing contract. We do apologize that this answer isn't more suitable towards what you would like tO hear but we assure you that we are consistently working on making sure our residents are satisfied with the property. 
  
  
  

• Initial Complaint

  Date:09/13/2022

  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.

  Moved into the unit at the end of August and found out that there was no furnace. The apartment does not have heat or ac. Issue was reported one day after move in. It has still not been fixed and now we are being told maybe the end of October.

  Business Response

  Date: 09/18/2023

  This resident is a past resident with a lease end date of July 31, 2023 and we are unable to provide a resolution. Thank you.

  Customer Answer

  Date: 09/25/2023

  Is this complaint considered answered...? Does the business have a year to respond and that is considered answered? To me no. They never resolved the issue at all.

  Business Response

  Date: 10/17/2023

  This resident is a past resident with a lease end date of July 31, 2023 and we are unable to provide a resolution. Thank you.

• Initial Complaint

  Date:09/08/2022

  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.

  My name is ********************* and I was a resident at ************** in *********, ******** from August 24th, 2019 through July 31st, 2022. My apartment number was *****. Before moving in on August 24th, 2019, I paid a security deposit by money order in the amount of $765 to the front desk workers and got a receipt for this deposit.I was never late with my rent, and I moved out on July 31st, 2022 per the lease deadline and gave my mail forwarding information to the leasing staff. They updated my address for my security deposit to go to ******************************************************************** August 8th, 2022, I received my final move-out statement. Per an email sent by management at The ***** on August 4th, 2022, it had to include any outstanding charges that were billed to my account, as well as the final amount that would be refunded to me. This email also stated that my refund check would be sent within 4-6 weeks from the date of the final move-out statement email, but this directly violates ******** Legislature ******* which states: the landlord shall mail to the tenant, within 30 days after the termination of occupancy, an itemized list of damages claimed for which the security deposit may be used as provided in section 7, including the estimated cost of repair of each property damaged item and the amounts and bases on which he intends to assess the tenant.The lease also states a 30 day timeframe from the end of the lease to return the deposit to the resident.In the 30 days following July 31st, neither a list of damages was mailed to my new address nor was any charge ever put on my Resident Portal account. I have yet to receive my refund. Landlord is well past the deadline as of September 8th, 2022, so as allowed per ******** Legislature ******* and *******, I am now seeking that DOUBLE my original deposit totaling $1530, be refunded to me by the end of the day on September 30th, 2022 or I will file a claim in ********* Small Claims Court for $1530 plus any additional fees.

  Business Response

  Date: 09/12/2022

  We refunded the security deposit on August 8 as shown in the attached ledger also showing a $0.00 balance. The refund was processed well before the ***************************************************************** the attachment. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17936988
  
  I am rejecting this response because:

   

  It's September 12th and I have not received anything in the mail yet. If you refunded my deposit on August 8th it would have DEFINITELY come in the mail by now.

   

  Where is it?

  Customer Answer

  Date: 09/22/2022

  The check was received by me on 9/21/22.

• Initial Complaint

  Date:09/08/2022

  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 applied for an apartment that was managed by this company at the time. I was denied, and so am entitled to receive my holding deposit back. They emailed me saying I would receive it within 60 days of my application denial. It has been more than 100 days. The company has since been replaced as the managers of the property, and I have not been able to get through to anyone.

  Business Response

  Date: 09/09/2022

  Since we no longer manage the community, any refunds or processing of funds related to your lease would be handled by the new property management company as we transferred everything to the new management company. Please reach out to them at tel:**********.

• Initial Complaint

  Date:09/01/2022

  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.

  My son and his girlfriend lived in ************** Apartment complex in ********** ** and I paid off their leases last March because of the bad living conditions that could not be resolved. They moved out and turned in their keys at the end of March 2022. We received charges for damages totaling $620 on August 20th. The main charge was for replacing carpet$500 the carpet was ruined when the upstairs washing machine leaked. The maintenance people came in to dry it and it did not resolve the issue because of smell and mold. They then tore part of it up but would not repair it. We should not be charged for this. Also, the other charges are for a stain on the carpet, a bag of trash and blinds. When they moved out everything was removed and cleaned. They have not been in the apartment since April. I have emailed disputing these charges, this is what I was told to do by The ***** ,but have not heard back .It is truly a shame that I had to buy them out of their lease and now receiving this charges. I would appreciate your help with this matter. Thank you for your time.

  Business Response

  Date: 09/12/2022

  We do have a note in our system that there was a work order in February for the washer leak. However, from the move-out pictures, the carpet in one of the bedspaces was very clearly damaged and did in fat need to be replaced. 

   

  As for the trash out and damage charges, those will remain. We have multiple photos of misc. shoes that had to be thrown out and the carpet on the stairs (not associated with the leak) had to be cleaned. 

   

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17811296
  
  I am rejecting this response because I want to be sure I understand the response. The carpet that was damaged due to the leak we will not be charged for? Correct? Also, they were in a bottom floor apartment that did not have any stairs,  so I am not sure about the carpet damage fee. As for the trash, my son moved all his belongings at the end of March and turned his keys in to the office. There was nothing left in either bedroom. The leasing manager has yet to respond to my email that I sent directly to The *****. I want to resolve this issue as soon as possible. Thank you for your response. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/29/2022

  For the trash charges, Room A which was her son, did involve a trash out. As they did not skip out and continued to pay rent I would need written confirmation from one of their roommates that it was their trash. I did send out an email detailing this process, which they did read. I've attached a picture of what was in the room when we walked the unit. 
  
  
  For Room B, I can remove the carpet charge to make things easier but the blinds in that unit were damaged and needed to be replaced. The work order they put in for the carpet only stated that it need to be re-tacked down and not that it was ripped 
  
  
  While they may not have occupied the unit, they were still responsible for the two rooms that they leased.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17811296
  
  I am rejecting this response because: they turned their keys in at the end of March. The rooms should have been assessed at that point. We should not be receiving charges in August. I am willing to pay for the blinds and trash removal 120$ .  Please have the ***** email me ***************** so I know where to send the money. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/12/2022

  To settle this matter, we will remove the carpet charge. Please remit payment on the online portal for the other charges. Thank you.

  Customer Answer

  Date: 10/19/2022

   
  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:08/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is against your property **************** located in ***********, **. We viewed the model unit last fall/spring and was extremely happy based on the presentation of the model unit. However, we moved in on Wednesday, August 16, 2022, and the actual apartment was FAR from the model that was viewed. We excepted to do some cleaning, but not a deep cleaning which I ended up spending over $200 at ****** to purchase some deep cleaning supplies just for my daughter's unit. The front door hadn't been painted or cleaned in years and the bathroom was filthy! Thank goodness my fianc has his GC license in construction because he had to paint, re-caulk around the sink, toilet and tub, and do some plumbing work. While fixing the plumbing in the shower he pulled out over 2 ft. of hair! This facility needs new management or management that will properly care for the property. I feel this property misrepresents itself by showing young college students the model units which are in great conditions, but the actual units are horrible! In addition, the hallways/stairs had spiderwebs everywhere and a wasp nest was right by my daughter's front door which we also took care of which also indicates the grounds aren't tended to. I am extremely disappointed and upset by how management is allowed to release keys to an apartment in the conditions that were given to us. This is unacceptable and they should be ashamed and embarrassed to take advantage of young students! The common area was also horrible!

  Business Response

  Date: 09/08/2022

  ******,
  
  
  Thank you for your feedback. We apologize if the unit did not match your expectations on move-in day and that you came out of pocket for cleaning supplies. We would have been more than happy to address this on move-in day, as we had vendors on standby ready to go in case anything was missed. A number and a QR code were provided to all residents on their move-in packets and on signs around the community, that would allow anyone to send in issues that needed to be addressed. After searching through our records, it looks like we didn't get any reports about the items you mentioned. If there is anything that is still outstanding, please throw in a work order on the Resident Portal, and we will be sure to have them addressed as soon as possible!
  
  
  Additionally, if you would like to speak with our Community Manager, ***************************, she can be reached directly at ********************************************************.
  
  
  Best,
  
  
  ***************** Management Team

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17807370
  
  I am rejecting this response because:My daughter and I filled out the survey asa advised the conditions were horrible! Since you are the corporate company for this community you should act accordingly and contact local management. Otherwise, I would've have filed the complaint directly with them. Do your job!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/22/2022

  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.

  My daughter moved into ************************** on Aug 19, 2022. The bed was in the middle of the room with the desk and nightstand turned upside down on it and all the furniture was filthy. The bathrooms had not been cleaned. The carpet is so nasty that it could be considered a health hazard. The dryer in the unit doesn't work properly. There appears to be a smoke detector but I did not see a separate CO2 detector which is also very concerning since CO2 detectors are required for a rental unit. Based on the lack of attention to the entire unit, I can only assume that the smoke detector probably doesn't work either. Most importantly though, the upstairs railing is extremely loose and if someone leans on it they will likely fall to their death down the stairs. No one answers the phone at the Cottages and the email: ********************** comes back as undeliverable. Cardinal Group is clearly NOT doing their JOB!

  Business Response

  Date: 08/29/2022

  
  We have the cleaners coming on 08/26/2022 to complete up to the standard of the resident. Carpet cleaning has also been done as of today. The smoke detectors do work and we have upgraded them to the new model as well. As far as the ********, this is a work in progress. The onsite team is requesting approval for a partial refund and will be directly communicated from the Community Manager.
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17753993
  
  I am rejecting this response because: 

  1.The railing repair -Safety Issue.  Not repaired and no work has been started to repair it as of 8/29/22.  
  2. CO2 Detector-Safety Issue.  No response from the business regarding CO2 Detectors (which are required by law in **************)
  

  3.  Dryer- Not Repaired.  There are 5 girls living in this townhome and they have been without a dryer for 8 days as of 8/29/22.
  

  3. Cleaner- the person who was suppose to clean the unit did not do anything but pull out the refrigerator and clean behind it.  They did not clean the kitchen, any of the common areas or in any of the bedrooms/bathrooms.  Upon move in, None of the unit had been cleaned from the previous tenant.  The kitchen, common areas, bathrooms, furniture, & carpets were all filthy.
  

  4.  Waiting to hear from the Community Manager regarding a partial refund.
  

   

   

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

  Business Response

  Date: 09/22/2022

  Office offered ********* the break room washer/dryer for use during office hours.
  
  
  All CO2 + Firearms are taken care of.
  
  
  The cleaning was done and she stated that all cleaning and carpet cleaning was done. 
  
  
  A contact has been provided for any further inquiries. 

  - ***************************, Community Manage

  Customer Answer

  Date: 10/11/2022

  I do not accept the response.

   

  1.  It took over 6 weeks to get a new dryer in the unit and get the railing repaired.  No other viable alternative was offered during that time to the residents in the unit.  

   

  2.  The residents of the unit need to be reimbursed for 1/2 of their first two months rent since they were without a dryer for over 6 weeks.  Having 5 people without a dryer for that period of time is unacceptable.