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

  
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  Cardinal Group Management

  3535 E 10th St Greenville, NC 27858-0823

• 

  Cardinal Group Management

  3333 Melrose Club Blvd Raleigh, NC 27603-6027

• 

  URSA

  2255 S University Parks Dr Waco, TX 76706-6598

• 

  The Bloc

  707 Avenue T Lubbock, TX 79401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  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.

  I signed a lease contract with ********************************** ("manager") as agent for ************************** ('Master Resident Landlord") from 08/19/2022 to 07/31/2023 for a furnished shared room (I shared the room with my husband who had another contract exactly like mine and is being charge for the same amount). After we moved out of the property, we took pictures of the condition of the room and sent an email letting them know we had moved out, after we had handed them back all the keys provided to us. We were not provided with a Unit Inspection checklist, nor were we given a staff member from the office to go and check the unit. On August 13, 2023, we received an email from the property with a move-out statement with charges of $1182.50, including a holdover fee of $680, which we didn't understand, considering we gave back all the keys on July 31, 2023, besides other unfair charges. Because we received an email saying our account was delinquent on August 22, 2023, we sent an email in response, claiming and explaining that the charges were incorrect because all the charges did not correspond to the condition in which we delivered our unit (according to the pictures we took). We never received a response. However, we received an email on August 25th, 2023, saying that if we had received an email saying that our account was delinquent, it was a system glitch. Therefore, we assumed the problem was resolved. On August 28th, 2023, we received the exact email that we had received on August 22nd, 2023, about our account being delinquent, which we assumed was again a glitch in the system. Almost 2 years after our contract finished, we received a text message and an email from Cardinal Group Management about a balance of $1182.50 from The **** apartments. We responded to each of their messages, trying to explain that we did not owe anything, and provided evidence. However, they insist that we must have to pay the charges stated on the move-out statement.

  Business Response

  Date: 04/18/2025

  Move-out inspection with pictures are included as an attachment. It shows that the carpet needed a replacement, the bed frame was broken and on the floor, and they left bags of trash behind in their room. 
  
  It also shows that they returned their keys late on July 31st. Communication was sent out weeks before move-out day outlining the financial liability if they do not return keys on or before 12pm on move-out day, which states they would be charged a hold over fee due to preventing the onsite team from starting the move-out and turn process. Unfortunately, I cannot find any documentation of when the keys were officially returned and the previous manager is no longer with Cardinal. 
  
  The confusion about the delinquent email was the manager at the time sent out delinquent account emails to everyone (even those who did not have a delinquent account), then sent a follow up email to the same email list stating it was a mistake. The third email about the delinquent accounts that ******* received were correct. 

• Initial Complaint

  Date:04/10/2025

  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.

  ***** moved into a four bedroom apartment at ******** on University in *******, ******** on November 8. She was charged $20 more dollars for an electric bill than her roommate who moved into the apartment the next day. Each girl paid an electric bill of approximately $40 for two weeks they were there for 6000 kwatts use. Jayna's guarantor called three different times in December to question the high amount of the bill for such little time in the apartment with no apparent cause and incorrect move in date which accounted for the monetary discrepency. Manager said she would look into a refund and dismissed electric bill saying it would even out with other roommates the following months. December's bill was nearly $100 for each of the 3 roomates for 8000 kwatts used and January's bill was for 1100 kwatts at $99 for each of the 4 roomates. The apartment is 1400 square feet and quite unfeasible to use this much energy despite the cold weather. Multiple phone calls were made but the manager was never available at the time of call. The students at the welcome desk took notes and supposedly passed on the concerns. The manager, ****, did call the guarator in January stating her daughter would get a refund and that the meters were checked and were functioning properly but would send maintence to check apartment and refund would be issued from November. This was not completed. Guarator called in February AND again in March stating a *************** representative indicated that the cause was most likely due to the thermostat being on emergency heat and the the residents were being charged approximately $20/day due to the property not switching the setting at the time of move-in. Dominion also indicated that this most likely would be missed by a maintence worker. Jayna's excessive heat bill has still not been resolved, no refund has been issued, and no one has checked the thermostat despite all the calls, information, and pleas. Unknown if other rooms have same issues

  Business Response

  Date: 04/25/2025

  * **Move-in Date:** Although our system initially indicated a move-in date of November 1st, ***** moved in on November 8th. This is supported by lease documents and activity notes. I've clarified with ***** that Conservice uses the system's move-in date to determine when charges will start.
  
  * **Utility Bill **************** The differing move-in dates among the roommates have caused variations in their utility bills, which I've explained to ***** and her roommates to clarify the billing differences. As well as ***** - 
  
  * **Thermostat Inspection:** We conducted a property-wide thermostat check at the residents' request, confirming that all units were functioning correctly. I advised the residents that usage is based on consumption, making it challenging to verify actual usage.
  
  * **HVAC System Review:** Our HVAC technician inspected the unit and found that the condenser (heat pump) breaker was tripped, which may have caused the unit to run on emergency heat. The breaker has been reset and all other electrical systems are functioning as expected.
  
  To resolve the billing concerns related to the emergency heat usage, we met with all the roommates and agreed to average out the charges based on their current month's usage. I assured them that we would follow up the week of May to finalize the adjustments.
  
  It appears there may be some miscommunication between ***** and her guarantor, as we have already aligned with all the roommates on the next steps. Please see the attched supporting information and please let me know if you have any questions.
  
  To address the BBB inquiry promptly, I will contact Conservice to correct the November utility charge based on the 8th of November move-in date. Additionally, I will ensure that the charges for the remaining months are averaged out, rather than waiting for the actual usage review at the end of this month.

  Customer Answer

  Date: 05/14/2025

  This problem has not been corrected.  Business did have meeting with residents and acknowledgements were made that emergency heat was being charged, after I initiated complaint but refund/restitution has not been issued.

  
  

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 05/27/2025

  Thank you for the update about this inquiry. The request requires a review by the on-site team, which is gathering information related to the requested payment and reviewing why it may not have been delivered. We are working to provide a thorough answer to your complaint as quickly as possible.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23021758
  
  I am rejecting this response because: agreeing to this statement would close the case.  The residents are still waiting for compensation and credit from November- February's over-charged electric bills.  No communication has occurred between any form of management and the residents since the meeting in March.  
  
  Sincerely,
  
  ***** *******

   

  Business Response

  Date: 06/13/2025

  We appreciate the communication from ***** and the BBB about this case, and we understand the difficulty that can come with this type of challenge.

  The Verve West Lafayette confirmed it settled this matter with ***** directly.

  Cordially,

  Cardinal Group Management

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23021758
  
  I am rejecting this response because:The Verve West Lafayette, whomever this may be, did in fact NOT contact me, nor the residents of The Main at University.  You have been misinformed.  It has been 7 months now the parties involved have been waiting for such resolution.  When can a resolution for reimbursement be expected? 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/01/2025

  To whom it may concern,

  We are grateful to ***** for following up on the inquiry and for her patience throughout this process. We understand the process can be frustrating.

  We are pleased to confirm our on-site team worked directly to confirm the details of the situation and has credited $61.94 to her account to meet her requests. As a result, ***** confirmed by phone that the matter was resolved.

  Thank you, and please let us know if there is any other way we can assist.

  Best regards,

  Cardinal Group Management

• Initial Complaint

  Date:04/02/2025

  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 have been trying to get ahold of Cardinal group to pay a debt owed by no one will get back to me. You can speak to any one and you just get automated messages

  Business Response

  Date: 04/02/2025

  Hi ****** - Please let us know the community name, address and additional details of your inquiry so we can best assist you. Thank you.

  Customer Answer

  Date: 04/02/2025

  
  I was a resident at ********* at *********** in ******, **. I have a balance due and I have been trying to get this resolved today. 
  

  I was told that Cardinal Group no longer manages Hangar 61 and I would need to contact Cardinal to pay my balance  

  I am wondering who I can contact to pay my remaining balance or see if my account was sent to collections. 
  
  Sincerely,
  ****** *******

  Business Response

  Date: 04/09/2025

  The complainant, ****** *******, confirmed in emails to Cardinal staff that his case was resolved after initial confusion over an agency he was meant to communicate with. 

• Initial Complaint

  Date:03/25/2025

  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.

  Between 11/17-11/21/2024, my vehicle was damaged in a hit-and-run while parked in my assigned space (#***) at 5025 Apartments. Despite following all proper procedures, management has completely ignored my requests for assistance.After discovering the damage, I:- Filed a police report immediately - Visited the leasing office six separate times - Was repeatedly told the issue "would be handled"- Finally received an email address after my sixth visit - Sent formal emails with the police report attached - Received ZERO response to date The property advertises security cameras and controlled access parking as amenities, yet management refuses to review footage that could identify who damaged my vehicle. My insurance (GEICO) assessed the damage at approximately $1,800, leaving me with an $838.25 deductible that I shouldn't have to pay due to management's negligence.This significant financial burden resulted directly from:1. Management's failure to maintain parking garage security 2. Their refusal to review security camera footage 3. Complete non-responsiveness to a serious incident I'm seeking:- Review of security footage from 11/17-11/21 - Compensation for my $838.25 insurance deductible - Additional compensation for time lost and inconvenience caused - Written explanation for management's failure to respond - Implementation of improved security incident protocols As a national property management company, ******** should be held to professional standards. Their neglect demonstrates a concerning pattern of negligence affecting all residents' safety and security at 5025 Apartments.

  Business Response

  Date: 04/18/2025

  Thank you for reaching out and we apologize for the inconveniences this has caused. Our on-site team will be reaching out to you directly regarding this complaint by the end of today to resolve this matter. Thank you for your patience.
  

  Customer Answer

  Date: 04/18/2025

   
  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:03/05/2025

  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.

  In February, I paid my rent before the agreed upon day. I noticed there were two charges for rent, but one of them was returned to my bank. The apartment contacted me and said my rent payment had been returned. I explained that they charged me twice and one of those payments gad still gone through, and they proceeded to threaten to evict me and demanded proof. I sent them a screenshot of the charge, an official letter from the bank, and my entire February statement (all of which showed the charge). I also spoke with my bank, who confirmed that the payment was sent to the apartment and they has received it. Today, they demanded that I send them the receipt from the apartment for that day. I explained that I clear my emails regularly and no longer have it, but they said either I have to find it and submit it, pay February again, or be evicted.I believe this is in retaliation for unaddressed complaints I have made about break ins, ***** infestations, and heating/cooling issues. I have done everything I can to fix those issues with little to no help from the apartment.

  Business Response

  Date: 03/07/2025

  Thank you so much for reaching out. Community management has been in communication with this resident since February 14th regarding this matter. Unfortunately, the resident needs to dispute this payment with her bank, as we do not have any record of successful payment since 12/26/2024.  The resident's ledger is attached to this response for your review.
  
  Management contacted the resident on February 14th through AI tool EliseAI to inform her that her payment made on 02/07 for February rent had returned on 02/11 due to insufficient funds. The resident stated that her bank balance reflected she had successfully paid, and the funds did not bounce. 
  
  The statements provided by the resident indicate that her payment was made on 02/11, not 02/07. There is no record in the resident's activity log that she had logged into Entrata to make a payment on that date. The only recorded payment transaction in Entrata was on 02/07, and that payment was returned on 02/11.
  
  Management also entered a Solarwinds ticket for this issue to see if this payment made on 02/11 could be traced, but there is no record of the payment. The Solarwinds correspondence is attached to this response as well with more details.
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23026306
  
  I am rejecting this response because:

  I have stated several times that I have contacted the bank, who cannot enter a dispute as the payment is showing accepted by the apartment. I also sent in several forms of proof (screenshots, bank statements, signed letter from the bank) that I have paid. The apartment has made several unreasonable requests after receiving these forms of proof (send receipts that they have not sent me, ask the bank to refund it despite me explaining that the bank cannot do so, put in a ticket to the system that manages payments which still will likely not work, and at the very start of this I was told Just have your parents pay it by a phone representative). They have threatened to evict me despite this proof and sent a three day notice to vacate despite me trying to work with them. They have also explained that they would be more than happy to evict me and have their lawyer present. 

   

  My concerns regarding safety, health, and security within the apartment have still not been addressed. When I first moved in, I explained that due to PTSD surrounding break ins I could not be on the first floor. However, they still put me on the first floor where we had a break in within weeks of moving in. I was told just lock your windows and no additional assistance was offered. We have had several ***** infestations that have not been remedied with the spray they use, and I received no response about this concern. I was forced to purchase additional security and ***** traps for my apartment to even be habitable. I also explained that I believed this situation was in retaliation for these complaints, to which I was told [Contact] works remotely and has no knowledge of any concerns, so it could not be retaliation.

  I have lost wages, had to receive medical and mental health care due to the apartment conditions, and have only been argued with and condescended to when I contact the apartment. The documents I have sent are barely a fraction of this situation, but show the reason I filed this complaint in the first place - the mismanagement of my payment and threats of eviction.

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

• Initial Complaint

  Date:03/04/2025

  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.

  I am seeking assistance regarding my lease at Heritage 1275, located at *********************************************. Date of Transaction:Lease Signed: July 22, 2024 Move-in Date: August 2024 Amount Paid:$4,000 (Two Months Rent as Deposit, Heritage 1275 illegally charged me two months rent as a security deposit, totaling $4,000, which exceeds the legal one-month limit. ), and $2,216.41 for February rent even I had a written notice than I'll move out before ***************** Commitment:Heritage 1275 leased me a unit under the expectation of providing a habitable and safe living space. However, the apartment failed to disclose that my bedroom is adjacent to a high-traffic hallway with three doors, causing excessive noise and security concerns.Nature of the Dispute:Unbearable **************** Issues Constant door slamming (60+ dB) from 8 AM to 2 AM or later, making the unit ************** privacybedroom window faces a hallway with frequent foot traffic.Severe *****************, depression mood and anxiety, and health issues, forcing me to seek psychological counseling.Managements Failure to Act September 2024 January 2025: I reported the issue through 8 emails, 26 discussions, and multiple maintenance requests, including video/audio evidence.Management ignored complaints and only sent maintenance for ineffective repairs.Request for a unit transfer was ************ Termination Request Ignored January 17, 2025: I formally requested to move out by January 31, 2025 due to unlivable conditions.Management took 11 days to respond, and in a meeting on January 30, 2025, they refused to let me break my lease, insisting I find a replacement tenant despite my distress.Requested Resolution:Immediate lease termination without penalty.Refund of my $4,000 deposit.Obtain a prorated refund of $2,216.41 for February rent, as I had already formally declared my intent to vacate by the end of January.

  Business Response

  Date: 03/31/2025

  We offered [Xinyue *** the option to select from multiple methods to qualify: Provide a guarantor, LEAP our alternate qualification method or pay a double deposit as an international student. While we no longer offer the double deposit option as CA no longer permits this, when Xinyue signed her lease this was still an allowable form of qualification. As for the additional complaint about the doors adjacent to her unit, our team has exhausted efforts to please her on this matter. First, we remedied the issue by ensuring the doors were on the highest setting to ensure they closed as quietly as possible. When that was not a sufficient resolution for her, we informed her she would have the option to relocate to another unit at her building or any of our other sister communities. She declined that offer and continued to complete a renewal, in which she is set to transfer this summer. We remain open to allowing her to relocate at no additional charge, but considering the suggested reasons to cancel, we have informed her previously these are not reasons to cause an early break, and she would have to abide by the lease agreement by finding her own replacement tenant [e.g. relet]. 

• Initial Complaint

  Date:02/20/2025

  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 Cardinal group issues leases in 6 months and one year terms. They actively raise the price for residents slowly by $100 and lock them into these prices. As the year goes on and they fail to deliver on any of the promises they gave to residents about improving the housing fixing appliances and doing renovations. They offer reduced rates to new people later on down the year. They openly advertise these directly in front of residents and do not allow any way to negotiate. I pay $1,200 for my small 300 square foot room, and I get to share an open space with a set of random four people. I theoretically could find my own roommates, however, we each would have to pay the same amount. Meaning that they are making $4,800 per full unit, and so far they seem to have put that into firing and hiring new people over and over and over again. Rather than actual legitimate repairs or improvements to the building. Beyond what is safety required. Such as elevators, locks, and plumbing. Over the years I have had several major housing violations and near Miss disasters where I was never compensated. Anytime I call and attempt to negotiate a single day delay on my rent due to the way my pay cycle happens and the difficulties of living in this modern world. I am met with the response that I just better have the money by the time it's due. Overall, the entire business seems to have a severe lack of internal coordination and communication that makes it impossible to get any assistance as a resident without making an extreme fuss. Digital communications are often ignored or unseen until called about or spoken with someone in person and their narrow hours makes it impossible for someone like me who works nights to communicate with them beyond using emergency maintenance as a courier. they have added policies To stop him from doing that. It is on me as a resident with ADHD, dyslexia and autism to sell my own lease to someone else that I cannot afford.

  Business Response

  Date: 03/12/2025

  The community manager would like to set up a time with the resident to talk about his negotiations. He has the resident's email address and will be reaching out directly to him shortly.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding the unacceptable conditions at our apartment complex. For over 48 hours, my roommates and I have been without running water, making our apartment unlivable. Despite repeated attempts to get updates, we have received little communication and inadequate assistance.Apartment complexes are required to resolve emergency issues, especially water, within two days, which has not been met. We have had to find alternative places to shower and use the restroom, causing significant inconvenience. We have now had to go out of our way to purchase a hotel room, so that we are able to shower, and use a toilet that can flush. Having a toilet that can not flush, and not knowing when it is able to run again is very unsanitary and violation with our lease with Millennium. While we understand some factors may be a beyond management's control, it is still their responsibility to provide basic necessities and timely updates. The lack of immediate contact during this emergency is unreasonable.

  Business Response

  Date: 03/14/2025

  Millennium experienced a water outage that affected building one residents but has since been restored. We provided meals, waters and a four day rent abatement because we recognize the impact this had on our residents. 

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of a Rye Sobo apartment managed by Cardinal Group Management on November 1st, 2024, almost 100 days ago. I have yet to receive my security deposit back and have called several times with them promising to send a check for the amount they owe me. They claim to not have my new address, but I provided it on my Intent to Vacate notice, my move out papers, and have provided it each time Ive spoken to them on the phone. From my experience with this company, I believe they are being negligent intentionally to withhold security deposits. I would like my full security deposit in accordance with *********** ********* (2023).

  Business Response

  Date: 02/06/2025

  The security deposit refund check was issued on November 13, 2024. It was returned to the corporate office by the carrier and subsequently forwarded to the community via ***** on February 5th. The resident was contacted by phone, and a voicemail message was left to inform them that the check had been returned. Please let me know if you have any questions or need additional information. Thank you.
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22905935
  
  I am rejecting this response because this response is inaccurate. There was never an attempt to reach out to us. Any attempt to resolve this situation has come from us. We spoke to them once in November, once in December, and twice in January with no mention of the refund check being undeliverable. Every time we have spoken to them, they have asked for our new address even though as stated in my primary compliant this was provided on my Notice of Intent to Vacate, my move out papers, and the multiple phone interactions. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/09/2025

  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.

  Dear Management Team, I am writing to file an urgent complaint regarding the unprofessional and aggressive behavior I have experienced at the paddock at *************************, particularly involving the manager and a staff member named **** from the leasing office. I have been a resident here for 12 years and have always paid my rent on time. However, the recent issues began when the online portal malfunctioned, preventing me from making a payment. I was blocked from paying, and the portal advised me to contact the manager. Despite numerous attempts, I was unable to reach her, as **** repeatedly refused to let me speak to the manager.***** behavior has been consistently rude and dismissive. She has assumed that I do not understand English, spoken to me with a bad attitude, and even hung up on me multiple times. On one occasion, I was told by another staff member that if I brought a cashiers check today, late fees would be waived, and this should have been recorded. However, when **** interfered, yelled at me, and contradicted this information, claiming no fees would be waived. She then threatened eviction if I did not pay by 3 PM.The lack of clear communication, the contradictory information about my rent situation, and the unjust fees charged are unacceptable. This behavior from the staff and the manager is unprofessional and disrespectful. As a long-term resident, I believe I deserve to be treated with dignity and fairness.I request immediate action to address this matter, including:1.Waiving the late fees as initially advised.2.A full refund of any unjust charges.3- A review of the behavior and actions of the staff involved.Please contact me at your earliest convenience to resolve this matter. I look forward to your prompt response.

  Business Response

  Date: 01/14/2025

  Hello ****,
  
  To address your first stated concern, Paddock at ******* is declining to waive late fees, as a review of your account shows the charges applied to it were valid. This is due to the non-sufficient funds balance at the time of your attempted payment, which failed. 
  
  Cardinal Group Management reviewed the matter with the ***************** manager. Your inability to make payments on the resident portal is standard procedure, due to the recent non-sufficient funds notice, but they will be glad to restore your eligibility for that function as soon as protocol for clearing a non-sufficient funds case allows. However, your ability to access the resident portal itself should not be impacted. Please let me know if you are unable to log in.
  
  The community manager assured me your balance is zero after a payment was made successfully in person on January 9.
  

  Thank you.

  
  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22790391

  I am rejecting this response because:
  I am very disappointed with how this matter has been handled. It is unacceptable that the manager has refused to address my concerns, and I have been subjected to rude and unprofessional treatment by the office staff. In my 11 years as a resident, I have never experienced such disrespectful behavior . 
  
  My concerns extend beyond the fees. The unprofessional treatment I received is deeply troubling, and I believe it warrants further attention. I request to speak with a regional manager to discuss this matter in detail.
  Please let me know how I can escalate this issue appropriately. I deserve all the respect and appreciation as a long time resident at the paddock at *******. Since 
  
  Since the new manager took office and came instead of ****, she has consistently been aggressive and has resorted to sending threats to residents who request to discuss concerns with her. This behavior is highly unprofessional and creates an environment where residents feel intimidated rather than supported. 
  
  
  
  
  
  **** ****