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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  Hill Place Apartments

  754 S Royal Oak Pkwy Fayetteville, AR 72701-7885

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  The Cottages at Lake Tamaha - Student Housing

  745 Tamaha Trce NE Tuscaloosa, AL 35404-2530

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  Cardinal Group Management

  3535 E 10th St Greenville, NC 27858-0823

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  Arcadia Student Living

  707 Sanctuary Pl Charlotte, NC 28213-8143

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:04/16/2024

  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 ********** has been an horror since bought by cardinal group. They will extort you out of money any chance they get. False imaginary charges on your account which they clearly know are false and will remove it when asked to but keep doing it.my current lease which I had renewed as a transfer unit within their transfer deadline of july 3th 2023,I booked my flight july 6th,3 days so that I had WELL enough time to get everything settled before I left.I filled all the necessary forms including the roommate matching form but never received a confirmation of who my roommates would be or even what unit I would be in.I had a phone conversation with the manager present at the residence who claimed she would call me back the friday before the last wekend before monday july 3rd call me to confirm everything and we would be able to do the transfer,she never called or replied to anything,they were no help in the office so I left 3 days after the deadline as my flight was booked,they created a new deadline out of blue while i was away and made me keep the unt since i was not there to move my stuff.They then tried charging fall utilities on my name over the whole summer in an empty unit I HAD NOT renewed in,ONLY SIGNED a transfer renewal. So after the previous manager gave me an exemption to pay my rent separately while she was disputing the charge with conservice,she got promoted and the new one ILLEGALLY used a money order i signed for my rent and other utility bills I actually owed,to pay those charges that were still being disputed by his own predecessor and charged me two rents that month,threatening me of eviction not solved in 3 days plus $100 late fees that gets added each day,was FORCED to pay over $1300 to avoid being evicted and he still tried to chrge me eviction fees even tho asking me to set the bill TO NOT GET EVICTED,makes 0 sense.Ever since that episode which i warned them i would file a complaint,I seem to be getting targeted. I got a $500 lease violation last month for smoking smell that i'm not only NOT responsible for,but they dont even have the right place as she claimed there's a pet in the unit when there has never been one in mine so I seem to have gotten someone else's charges in addition to being targeted in my unit where i'm not responsible for the smell but rather victim as the smell from the common room reach mainly my room

  Customer Answer

  Date: 04/18/2024

  Hi,

  Here is the receipt of the first scam. Let me know is useful as I can provide the receipt for the second scan where I not only specifically got targeted but they did not even have the right apartment as again,I have email prof of the person saying the apartment in question has a pet,and as mentioned, we have never EVER had one. 

  Business Response

  Date: 05/01/2024

  Hi ****,

  Thank you for your email, after taking a look into your account here are some things I found. On October 16, 2022 you were sent a renewal transfer addendum that was signed by your guarantor but was not signed by you which would make the document void. On November 30, 2022 a renewal lease was signed by you and your guarantor for 2113-D which is why you were never set up in the system as a transfer for the 2023-2024 lease term. During the month of July or August on your activity log there was no communication on ********* or your behalf regarding a unit transfer. On August 28, 2023 you were emailing and speaking with ******** over the transfer fees and utility admin fee on your account. ******** did remove the transfer fees as there was a unit transfer that did not happen due to the form not being signed, and explained that the utility admin fee is due yearly. For utilities used during the time you were not physically in the unit the lease is still active during that time and utilities for that time period remain due. Electricity does still get used within the unit for the refrigerator, air conditioning unit and anything that is plugged into the outlets. On July 4, 2023 you emailed letting us know that all of your roommates had already vacated and you left your a/c unit on as you had left town. In the lease when roommates move out the remainder of the residents within the unit become responsible for the utility bills. 
  
  
  Looking at your ledger I do see the $111.80 electricity charge for the billing period of 7/17-8/15, since all of your roommates had moved out before then you would be the one responsible for the full bill. The month prior you were charged $29.50 with your roommate still within the unit, that would bring the full bill for the month prior to be $118.00 which would be in line for the next billing period when your roommates had vacated. The $111.80 was charged to the account on October 1 and you made the payment on September 30 before the charge had been posted. The balance then carried into November, where you spoke with ******, who was assisting with Park East for a short time where she allowed you to pay your rental installment without the utility charges for the month of November as you were disputing those with Conservice. Conservice did respond and let you know that the charges were valid and remained due. By not paying the charge in November it carried over into December. A payment was made on December 22 for the amount $542 when the full balance on your account was $974.02. When a check or money order is turned in and applied to the account the payment does go to the oldest balance first which would be the $111.80 utility charge and the utilities since  leaving you $432.02 short on the December installment and carrying into January. For the month of January your balance was then $957.02 from the unpaid utilities and late fees from the months prior. You made a payment on January 24 paying off the full balance from the unpaid utilities and late fees bringing your account back to $0.00 for February.  
  
  
  For the new charge of $500 smoking violation found during quarterly inspections, after speaking with management you did let them know on several occasions that you do smoke within the unit as well as your roommates but did not want to provide proof of your roommates smoking to prevent them from getting the fine as well. Smoking is prohibited anywhere within the community and the smoking fine is outlined on the fee schedule of the lease. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21585240
  
  Well that is simply not  trueI have quite literally NEVER signed a renewal lease with park east for 2023-2024,neither has my guarantor, that is simply a lie. Nothing such as a "renewal" was EVER signed on November 30th by neither me my guarantor or anybody else and my transfer was never voided,I have attached to this email a folder with proof of direct communication from ********* after the said date,that PROVES my transfer was quite literally never voided. The only documents me and my guarantor EVER signed were TRANSFER renewal documents,it was either that or move out. I have audio telephonic recording of me talking to the then community manager days leading up to the original transfer deadline of July 3rd 2023,talking about my transfer,my roommate matching form that I filled in advance(also included a picture of it),the day of my transfer and the day she claimed she would call me back to confirm all the infos such as my unit number,my roommates etc. Again,on every single original  document where you will see a signature from either me or my guarantor,you will also  see "TBD next to the unit number,why? Because my transfer unit had not been determined yet. Its even more interesting because when the accountant illegally used my money order (after I had been doing it for the past two months as ****************** told me to,since she very well understood that I was listed as a TRANSFER unit when that charge even happened and was only reinstated in my unit later as the property staff FAILED to stick to their deadline), to pay that Conservice charge,he claimed MY GUARANTOR had not signed the transfer renewal but now it has changed to mefunny. The fact is,none of us ever signed and I mean NEVER EVER,a renewal with park east,and theres no documents of such unless it was forged which would be another illegal act. So I was held responsible for utilities in a unit IN WHICH I NEVER RENEWED,my unit was "TBD" as you will see on EVERY document me and my guarantor signed,if youre being honest. It is only after a new transfer deadline was created out of nowhere when I was already out of the country,being that I had booked my flight AFTER the original deadline of July 3rd on purpose,that I received a call telling me that there was a new deadline and that I would need to move but not being there I couldnt,so she said for now I would keep the same unit,AND EVEN THEN,I never signed any type of renewal document was my current unit of #****. 
  
  As for the lease violation,I have NEVER said to that lying woman that I "do smoke" in my unit,I said that I "have" done it which in the context I said it, I was telling her that being that I am not a usual smoker,theres absolutely no way that I could be responsible for a smell in here, LET ALONE be the only one responsible. I told her that I have done it according to needs as I was therapeutically advised,but thats while my roommates do it regularly so theres absolutely no way to single ME out. She claimed that the WHOLE apartment smelled so strong that she could not even get in YET said I was the only one with they charge because it was my room that smelled. Did she mention this child like contradiction as well? Did she also mention that the unit shes referring to "has an unregistered dog" while there has NEVER EVER been any pet here in ANY of my previous lease,as I have told her to feel free and come verify anytime she wants?since my words in emails are held so dearly,what about hers?? Ever since I called this out and asked if she not only had the wrong unit and targeted me for the charge,considering that again,theres no dog or ANYTHING here,she hasnt been responding to me by the way. She asked for proof of my roommates smoking so she could charge them $500 as well(this residence SOLELY stick to their rules when its time to charge their residents)but why would I EVER do that? How does that help ME? I told her that her "inspection"in which she couldnt even get in wasnt enough to charge them so why would I do her job for her? I do not understand how can a whole apartment smell so strong that she cannot get in but one person gets singled out because "it was your room",that is absolutely asinine, no smoking smell has EVER come from my room,it is actually the opposite,my room is victim of every smell that comes from the kitchen whether it is food,perfumes or the smoking that happens right there,as one of them had a bong right at the kitchen facing the door but that wasnt enough "proof" for her,she asked me to film them doing itI almost thought she was trolling me when she asked me that. Me telling her that I "have" done it was me informing her that I not only have a card snd therapeutic instructions that VASTLY limits me doing it to less than "once in a while" which means that I CANNOT BE responsible for the smell in my unit as Im not a u regular,yet I was THE ONLY ONE with the violation as if I was getting targeted,ever since I had been telling them that I would take the first matter where I was threatened with eviction overnight,to a legal level.i would also like to add that I have had rom mates who smoked regularly ever since my first lease in 2021 and NONE of them ever had a violation,but me,a guy who could be tested and nothing would be found,received a $500 violation that put me in debt. That is pretty remarkable to say the least. 
  
   

  Customer Answer

  Date: 05/01/2024

  This management group is a lying manipulative "management" company who run the same kinds of schemes all over the country. One day its me who didnt sign it and thats why my "transfer was voided" (even tho I had communication with them about my tat get ALL THE WAY UNTIL my flight came in July 2023 and they FAILED to stick to their deadline),the other day its my guarantor who didnt sign. Which one is it??

  One thing that I forgot to go over in my response email was,one of my previous roommate who went back to grab the rest of his stuff before "maintenance" FINALLY found 1 minute of their lives to go press a button confirmed to me that I actually HAD turned OFF the ** before leaving, so even that pathetic attempt from park east to charge a resident more money by waiting DAYS to finally send someone to turn the ** off,did not work. I also have found more communication from park east along with documentation that proves my transfer was indeed NEVER voided until I was out of town,AFTER the management FAILED to not only respect their transfer deadline,but they even failed to confirm any information about the transfer to me. I have also inquired about recorded calls and it was confirmed I will be sent recording of my call with the property manager who is clearly talking to me about my supposedly "voided" transfer and said in her own words "I will call you back friday to confirm all the information" friday being the last friday before july 3rd,the original "deadline", and I proceeded to go to the office everyday after she never called me,just to hear "she's not here today" until my flight came and I had to leave,being told by the staff member they would move me when I come back. (that was before they created a new transfer deadline while I was out of town which forced me to keep the same unit FOR WHICH NOBODY EVER SIGNED ANY RENEWAL once again. As for the SHAMELESS LYING WOMAN NAMED *************************** (excuse my language,I really don't enjoy having to do this) I can also provide you the email in which she contradicts herself in the same breath "the whole unit smelled so strong that I could not even step a foot in" but also says "you were the only one who got charged because the smell came from your room and you have a dog as well which is another lease violation" which not only makes no sense because if the common area(the only place anybody ever smoked in the unit) smell stopped her from entering it makes zero sense that "i got charged because its my room that smelled",and  I HAVE NEVER OWNED A DOG OR ANY PET IN THIS WHOLE COUNTRY EVER,(I actually cannot stand pet dogs and dog owners at ********* even notice me for that LOL)and when i called her out on this asking if she has had the wrong unit the whole time, radio silence,haven't heard from her since then. Since what I say in emails I send gets held so dearly, I would only hope the same goes for her right? Not only contradicting herself on the reason why I, responsible for NO long lasting SMELL,(as I have never been a regular,and especially NOT during the said inspection day as nobody was there)was the only one charged in a unit she claims she smelled from outside so she didn't even get in, CLEARLY confirming that the smell was in the common area and not in my room like she justified(in fact,MY room being next to the kitchen is always the victim of all the smells from there,not only the smoke) and also affirming that there is a dog in my room, which is the most hilarious and exposing part of this story as there has never been any pet in my room or even in the unit, not even from two previous leases as I SPECIFICALLY CHOSE THE "NO PET" option while signing my first contract with park east,PLEASE,I beg you, verify this in my account since you have access to everything,and Cameras could be checked dating back to 2021 to verify if I was ever seen with a dog OR ANY TYPE OF PET ANYWHERE at or even around *********. This is CONCRETE PROOF that she's either a bonfied LIAR or has had the wrong unit the whole time,and I would hope she's held to her words as dearly as I am?
  let me know if you would like to see or hear (in the case of mobile recording) any of the things I mentioned, At&T WILL send me the recording of the call with their  sorry manager. 

• Initial Complaint

  Date:04/16/2024

  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.

  There has been lots of issues here at the arrows that it seems like they do not care about fixing our hot water has been out for just about a week and a half straight and they keep telling me they cant find anyone to come and fix it. They also consistently let the power and internet go out for hours to days at a time without working hard to fix I needed calling the internet provider myself and getting the problems worked out because the arrows complex was not putting any effort into doing it they also will consistently not answer the phones no matter who is calling to truly get a response you have to talk to the arrows front office in person where they just tell you they will fix your issue in the next couples and then forget about you and dont fix you issue.

  Business Response

  Date: 04/22/2024

  Hi Bode, 

  Thank you for reaching out to us. It will be great if you could mention the community's name. Post which we can help you resolve this issue. 

  Best,

  *****

• Initial Complaint

  Date:04/09/2024

  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.

  While living at the ******** apartment complex, my now-husband and I were nothing if not ideal tenants. We did not complain when amenities remained closed for longer than promised, paid every rent balance on time, and cared for the unit as if it were our own property. We lived there from July 14th 2021 until August 15th 2023. We lived our normal lives working primarily from home and caring for our dog. We paid the pet and standard deposit. The dog had not a single accident in the apartment, and on move out we vacuumed heavily and cleaned for 2 whole days. When we returned the keys, the leasing office declined our offer to do a final walk through of the unit. When paying our final utilities payment, we noticed that we were being charged ******* for replacement of carpet, painting, cleaning, and drawer stains. We have been threatened to be sent to collections, even though all use falls firmly under the Colorado law of normal wear and tear. We have lost our deposit and are being threatened to be sent to collections over ******. Neither my husband or I have ever not been given our deposits in any previous rental situations, and all we did was live there. We were the first tenants and lived there for 25 months without incident. We have now been threatened twice (12/28/2023 and 4/9/2024). We responded to the 12/28 threat with a firm request to see evidence that we exceeded normal wear and tear and were therefore responsible for the cost of damages and were never responded to. Over the course of our lease, we paid them close to $75,000. Attached is a photo depicting the state our carpet was in less than a month before vacancy.

  Business Response

  Date: 05/08/2024

  Hello *****,
  After looking through the pictures of the apartment and the feedback from our employees and vendors that walked the apartment, we have concluded that the carpet replacement was needed. Some of the areas had carpet fibers pulled up, it appeared to be scratched. There were also pet urine stains and larger black stains. We always make an attempt to clean the carpet first however if the carpet cleaner tells us that they won't be able to clean it in which case we have to replace it. That was the case in this situation unfortunately, the scratched fibers and stains couldn't cleaned or repaired

  
  Please reach out to the community manager at your earliest convenience. While the carpet replacement can't be waived, we can remove the cleaning fee as a courtesy. Carpet replacements due to pet damages, cleaning, and drywall repairs (due to mounts or command hooks left behind) are not considered wear and tear. 
  
  Attached are some pictures for reference. Please contact the manager at the community to have your statement adjusted and review any additional questions you may have.

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ********************** complex advertises available apartments for rent on their website even though they are not actually available and in the process of trying to rent the apartment they have you pay $231.95 just to call you 5 minutes after signing the lease to tell you that you cannot have that apartment that was listed as available but instead try to **** off a much lower level apartment with many more roommates than was advertised. I told them that what they did was completely false advertising and that I would like a refund on my payment for the apartment I wanted and they are saying it is not refundable even though in no way could I have known it wasn't available.

  Business Response

  Date: 04/12/2024

  Hi ****, 

   

  This prospect applied online and signed a system-generated lease right as our Sugarberry floor plan had sold out. The team quickly escalated this to ask advice, and we agreed to process a refund for this fee due to his desired floor plan being sold out. The refund was processed on 4/9, and will be sent to the provided forwarding address via check.

  Thanks 

  *****

  Customer Answer

  Date: 04/16/2024

   
  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 once I receive the refund but as of this moment I have not received it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/22/2024

  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 signed a lease last year for the upcoming school year starting for fall of 2024. Some personal issues has come up that unfortunately requires me to be closer to home. The type of distance that being at auburn does not allot. Therefore, I requested special consideration lease termination. When I tried communicating this to the local office I was informed that the company does not allow lease buy-out. However, online it states: dwell does not offer a lease buy-out option, but we are sensitive to the special needs of our residents. Well I included that the reason I needed to be closer to home was in light of my moms new diagnosis which I was hoping would fall under a special need. Furthermore, according to their website special considerations are made for students who are in their first year at the institution. The first year special consideration would also apply to me. I have reached out to this corporation and their affiliates since January, with no reply until yesterday, where I received an email of them refusing to terminate or cancel my lease. Being that the school year hasnt even began yet, theres corporation has ample time to get this room under another contract, its the fact that they wont. They dont care despite whats promised on their website.

  Business Response

  Date: 02/23/2024

  Thank you for your inquiry. To best assist you, we will need the exact community name and address. Thank you.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21332896
  
  The exact community/property that Im referencing is ***** Square in ******, **. 
  

  Business Response

  Date: 03/04/2024

  Hi *********,
  

  We are sorry to hear about your current situation and please accept our condolences. Although we do not offer the buy out option, we do offer the option to relet which is where you find someone to take over your lease term. Per policy, we do not actively look for ****** for tenants (both current and future) until we have completely filled all bed spaces. This is the same procedure that we apply to all tenants seeking ******. We encourage you to post your bed space to local websites and advertise the availability. We have sent the relet document to your resident portal to be signed and, once the property has filled all availability, we will advertise your unit for relet. The relet fee will be $350 and will be applied to your account as soon as the reletting tenant has completed the lease and been fully approved. We have also added your name to our list of tenants seeking ******.

• Initial Complaint

  Date:02/14/2024

  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 February 7th, ****, I was contacted by the property management team stating they were removing a fine from my account due it being only a warning and me talking to management.On February 14th, they added the fine back and doubled it and when I called them about it, they claimed they have a photo of either me or my roommate smoking outside. Either me or my roommate smoke and when asked to see the photo, they showed me a very blurry phot where you can only make out a shape and color of the clothing of a person in the background, and keeps claiming it us smoking. They are refusing to provide any information on when the photo was taken and that it was not relevant.I starting to get the feeling I'm not welcome at the apartment complex anymore by Management.

  Business Response

  Date: 02/15/2024

  To best assist you with this inquiry, we will need the exact Community name you're referencing. Thank you. 

  Customer Answer

  Date: 02/15/2024

  ************* of ********

  ******** ** 65201

  Business Response

  Date: 03/22/2024

  Since the violation was initially posted to ****** and his roommate's account, ******'s roommate/brother has accepted full responsibility for the cigarette butts that were being disposed of outside of the breezeway on the ground and the lease violation fee has been removed from ******'s account. If ****** has any additional questions or concerns regarding the issuing of fees/violations he may reach out to the leasing office at any time.

• Initial Complaint

  Date:01/31/2024

  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.

  ******************************************* won't give me a ledger of the bill they say we owe them. They sent it to collections without contacting me first. The amount they sent to collections is not right and they refuse to work with me.

  Business Response

  Date: 02/26/2024

  To best assist you we need to know the exact name and address of the community. Thank you.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21222076
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  Below is the information you asked for.

  
  *****************************  |  Community Manager 
  6185 ****************  |  *****, ** *****
  ************  |  **************************************************************
  *****************************

  Business Response

  Date: 03/13/2024

  This resident actually did not complete her lease.  She skipped and left keys in the apartment and never paid the month prior nor the prorated month of which her lease ended. She was sent numerous emails regarding her account, proper protocol was used as a 3 day notice pay or quit, an abandonment inspection was posted and when we went to inspect the unit the keys were left and the unit was empty.  With that, she was moved out and her ledger was sent via email to her from our system.  She had 30 days to true-up or make a payment plan for her account balance of rent, damage, utilities, and cleaning.  There was never any communication so on the 30th day, the account was sent to collections.

• Initial Complaint

  Date:01/30/2024

  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 chose to live here while attending ***. On oct 31 her roommates were attacked by a downstairs tenant with a golf club. The following morning my daughter was threatened by this individual. The arrows was notified. Nothing done. This individual was arrested and charged with felonies. The arrows was notified and nothing done. He bailed out a month later and after notification to the arrows of protection orders in place did they finally evict him. The arrows did nothing in assisting getting them into another unit or let us out of lease. My daughter had to give up her dream of MSU and return home out of fear for her safety. The arrows refuse to let us out of lease despite violating several state laws. We are still paying **** month for an empty apartment. They just stall and never return phone calls

  Business Response

  Date: 01/31/2024

  To best assist with this inquiry, we will need to know the full name of the community. Thank you. 

• Initial Complaint

  Date:01/30/2024

  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.

  Starting in early January ****, my daughter and her future roommates attempted to rent for the ****-2025 school year at The Cottages at Lake Tamaha in **********, *******. After the company agreed to and offered her and us (her parents, who were required to co-sign) the lease for the location and term that was requested, the company attempted to do a "bait and switch" on first the price and term then the building, not once, but twice. The initial contract, which is uploaded to the BBB, was for the term that we agreed to--$680/month for 10 months at ********** Elite ($6,800 for academic year). After signing that agreement, the company came back and sent us an addendum that had a rate of $680/month for 12 months or $816/month for 10 months. After I called and spoke with someone with the company, they then said that ********** Elite was no longer available for female only units and we would now have to rent the Artisan Elite unit for the same terms ($680/mo 12 mo or $816/mo for 10 mo). The person said they would need to send us another contract. The company continued to call and request that we sign the addendum, which we had already done; however, they never sent the updated contract for the Artisan Elite unit. After not receiving this contract, we called again and found out that now the Artisan Elite was no longer available and they were going to move us to the ********** Elite for $770/month for 12 months.

  Business Response

  Date: 02/09/2024

  We sincerely apologize for any inconvenience or frustrations that *** have arisen from this situation. The rates at our property typically fluctuate on a weekly basis to align with prevailing market dynamics. Although the resident signed a lease agreement, the guarantor failed to fulfill their obligations, resulting in the lease not being approved. During the waiting period for completion of the leasing process, the rates were adjusted twice, and unfortunately, the specific floorplan chosen by the resident was sold out. Consequently, we had to void the initial lease and issue a new one reflecting the current rates and availability. Throughout this entire procedure, the property diligently communicated updates via multiple emails to ensure transparency.

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter leased an apartment with Arcadia and before her lease was over. I had assisted her move out (December 15th of 2023) and cleaning and we had asked the apartment folks to get back to us soon in case we missed anything. They said everything was good after we gave back the keys. However, I was first sent a "Final" settlement (attached) that charged us for stuff left in the storage closet outside on January 10th **** (3 weeks after vacating) with USD 140 as charge for cleaning - the letter was future dated saying the inspection was on January 18th but the actual email was sent on January 10th. Then on January 18th we get another bill for other charges totalling USD 940 including several other charges. The trash bags were an oversight on our part but given that the letter is dated for a future date and the final inspection must have been done on or before the email was sent (attached screen shot of email). There were other roommates and they had cats and other trash may have been put in way after my daughter moved. We want the apartment company to rescind the charges since my daughter was not responsible for post clean out incidences.

  Business Response

  Date: 01/26/2024

  ******************* vacated her unit on 12/15 after being issued a 7-day notice to vacate for violating our no weapons policy as outlined in the lease. On 12/2, a guest of ******* brought a firearm into their unit and accidentally discharged the weapon through the floor into the living room of the unit below. Thankfully, no one was injured as the residents were either in their bedrooms or outside on their patio.
  
  After Nivetha vacated the unit on 12/15, the initial inspection was completed on 12/21. The final statement was uploaded to her account on 1/10, within the 30 day window that is mandated by ************** for an "interim accounting" to be provided. This statute also outlines that a "final accounting" must be provided within 60 days. The *** lease agreement signed by ******* states in section 26.2 Move-Out Inspection that any statements are subject to our correction, modification or disapproval before final refunding or accounting.
  
  After charges were posted, the onsite team agreed to reduce the charges per the dispute from the original $840 to $595 by removing charges for trash bags and cleaning. The remaining charges are for carpet replacement, painting and baseboard repairs needed. The carpet replacement and baseboard repairs are necessary due to strong odor and extensive damage and bubbling from animal urine and Nivetha had an animal occupying the unit per documentation provided to Arcadia. In addition, there is significant These charges will not be removed as we do not have any documentation that damage was pre-existing at the time of move-in, and the unit cannot be re-rented until these damages are rectified by a vendor.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21197818
  
  I am rejecting this response because: The actual inspection was done a lot later and there is no proof that the apartment was not used by multiple other tenants who had cats. Furthermore, the business is trying to include the reason as an excuse for this extra charge. My daughter had no part in the violation of policy and she didn't know about the weapon that one of the guests bought. Either way, the original issue is not getting addressed by the apartment. They still have USD 100 of our security deposit and we ask that it be returned along with USD 10 that they owe us.
  
  Sincerely,
  
  ***********