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

• 

  Cardinal Group Management

  2200 University Suites Dr Greenville, NC 27834-5787

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

• Initial Complaint

  Date:01/19/2024

  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 apartment has maintenece issues that we have complained about and have not gotten any information back from it. The week before Christmas our water line bursted and we were told we were going to get new drywall and a floor fixed from it. Nothing has been done from that ever since. Our AC was taken out of the ac room and put on our balcony with no warning and was told it was going to be fixed/replaced that day, then we were told it was going to happen the following week. And to this day (its been a week since) we still have no AC. Also side note, we were told that we were going to be without water from 10 am-6:00 pm without a 24 hour notice.

  Business Response

  Date: 01/26/2024

  The resident is correct, the **** unit is not connected and has not been connected.  We have informed the resident that the **** will not be installed until after construction has been completed.   The onsite team is working to provide a timeline to complete the repairs. The onsite team has been communicating directly with the resident and will continue to do so as repairs are made. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21171808
  
  I am rejecting this response because: The ** was placed back and working for one day, but it has since been unplugged. We are reaching almost one month of no ** so we are paying for a resource that we have had no access to. We were told we were going to have the room fixed since week one of January yet nothing. We have been told that the floor in front of the affected HV** room was going to get fixed since it has a deep groove in it yet nothing. We have had our ** unplugged and out of use because of the flood fixing that was supposed to occur but why has a functioning ** been unplugged for a whole month before the ******************* was to begin? I have been anything but satisfied. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/12/2024

  The project has been delayed due to holidays, vendor scheduling, and additional work scope required. Work is expected to begin this week to bring the unit back to its original condition and we will provide the residents updates as they come in. 
  
  Concessions will be assessed once the project is completed and communicated directly with the resident.

  The onsite team continues to be the best place to receive updates related to your inquiry. Thank you. 

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in an apartment at *************, Apt 6A of ************************ from 2022/08-2023/08. The ************************ is managed by Cardinal Group Management. I have a balance of $389.08 in my account. To this day I still have not received a refund check. Although the staff claimed to have sent a check to my reserved address, I checked several times and there was no check. I contacted them to cancel the check and resend it, but never got a response. Request: Contact me by phone to explain, cancel the check and generate a new check to be mailed to my new address!*********************************************

  Business Response

  Date: 11/15/2023

  His refund check was issued on 8/19/2023 and mailed to the forwarding address that he provided.  This was the address of a friend of his, who stated that he never received it.  We spoke to the resident today, received a new forwarding address, and have requested for AP to void and reissue the check.

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a college student at this apartment complex and have been having so many issues with them. These apartments have key fobs for the doors and its how you get into your apartment. I paid 6 months in advance and since day one have had issues with this key fob. Office staff said they were aware of it and were fixing it and didnt. Then was told to put a maintenance request okay that was done back on 9/7/23. The maintenance ticket was closed and stated it was fixed when it wasnt. Called office numerous times and sent email to apartment manager ********************************* and she never replied or acknowledged email and every time I call office they say she isnt available and I get no resolution. *** spoken many times to ****** and when I spoke to her in October she said they had the part and were aware of the situation and would fix it so my daughter could get into her apartment and have no issues. Again nothing was fixed and every time she goes to office they give the same run around. This apartment complex was quick to take the pre-advanced money to cover lease and add on extra charges when all documents were input into portal as they requested (renters insurance, but every month they charge for it and then thats a whole other thing trying to get refund for a charge that isnt supposed to be charged, want refund but yet this complex cant fix the key fob and door for my college student to get into her apartment and it being safe. No one should be treated this way especially a college student whos away from family and cant even get into their home away from home paying rent or even lock door. I cant get through to this complex and Ive tried several times and its unfair that I paid in advance and on time but they cant fix the simplest and most important thing in order to actually get into apartment. This place is a mock and they dont care for the tenants because if they did this would be a priority knowing that some of these student have no other place to go.

  Business Response

  Date: 11/08/2023

  Hi *******, 
  
  Thank you for taking the time to provide this feedback to our team. Fortunately, the part did come in for the front door access and is functioning! We hope that going forward your student enjoys their stay at Park East. As for your insurance charges, we do require all policies to be uploaded through our 3rd party insurance manager *****. We have emailed you and your student instructions for uploading the policy to ***** so that we may resolve the issue for you. Once the policy is approved with ***** we will be able to issue a courtesy refund for the $14 Master Policy Premium Dues you have been billed since August. If you have further questions or concerns please email us at *********************** 
  
  Best, Park East Management 

• Initial Complaint

  Date:10/23/2023

  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.

  I have black mold in the downstairs powder room of my townhouse. I turned in a maintenance request on 8/25. Maintenance closed the ticket, but didn't fix the issue...they tried to paint over it. At this point, two of the 4 tenants let the state to stay with family due to COPD, cancer, and heart conditions. I contacted management on 8/31 and she stated she would send maintenance out. I reached out to management again on 9/5 and received no response. On 9/29, I submitted another maintenance request which was picked up and immidiately closed. Once again, I followed-up with management and received no response. On 10/16, I sent an email to management stating that I would be seeking legal council if the issue was not fixed in a timely fashion. A maintenance team member was there that day and determined that it was mold due to **** condensation. On 10/18 a maintenance manager stated that someone would be out to fix the **** which has been done. They also stated that someone would be out to cut out drywall and tile to determine what needed to be done....that has not been done. Also on 10/18, I sent an email to management requesting reimbursement for half of the rent since 8/25, due to two of the four tenants not being able to reside there due to their negligence. On 10/20, I reached out to management again with the same request, both to no avail. Since 9/5, I have received no communication from management regarding the issue. At this juncture, I would like reimbursement and the ability to terminate my lease with no penalty. I have been patient and tried to handle this the easy way, but am being met with silence and refusal to do the right thing.

  Business Response

  Date: 10/24/2023

  Most of this inquiry occurred prior to Cardinal taking over the community. 
  
  When we were first made aware we went to inspect and found water damage that had been there for some time.  We immediately engaged a remediation company, ServePro, who is on site today to start the work. We will also be communicating directly with the resident regarding the request for rent concession.

  The onsite team has been communicating directly with the resident and will continue to do regarding this inquiry.

  Customer Answer

  Date: 11/03/2023

  I was told that I would receive a refund for half of September and Octobers rent prior to Novembers rent being due. I have followed up on several occasions and have been told they dont have the paper work completed. I have also not been contacted regarding what the damages were or what repairs have been done. It looks as if some drywall has been replaced, but nobody has been here to work on completing it in over a week. 

  Business Response

  Date: 12/05/2023

  The work for this unit has been completed prior to the beginning of the month. The community manager communicated with the resident on November 6th notifying her of the credit but that we were still waiting on the legal agreement to be completed.
  
  The community manager also communicated with the resident on November 9th, letting her know what work was done. They let her know that the drywall was replaced, and there was no moisture found in the flooring, which she was asking about and the resident has not contacted the community since then. 

  All requested work has been completed and this should resolve this inquiry. Thank you. 

  Customer Answer

  Date: 12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved in Oct of 2021; the property was well maintained and clean, the management team was easily reachable and someone was always on the property, maintenance issues were taken care of promptly and with a smile, a very effective security company roamed the property at night, the buildling doors were secured and individually coded, and the residents were very kind. In the 2 years I lived there; they went through 5 management companies, 3 complex managers, rent nearly doubled, several (live and well) trees and bushes were removed, the pool was closed, it was impossible to reach anyone on the management team, WHEN the management team answered the phone they were very rude and condescending, several buildings had the washers and dryers removed from the laundry rooms, homeless persons had moved into the garbage areas and frequently broke into the lower units and cars, the maintenance personnel vanished, the buildings doors were either broken or never locked, and there were several times a week that I came home with CSPD on the property. After I gave my 60 notice to move out; nobody came back to do a final walk through, I had to take off time from work to drops off my keys, and I still have yet to receive my deposit even after several calls to both Chestnut Springs and the Management company (the Cardinal Group).

  Business Response

  Date: 10/19/2023

  Cardinal did recently take over management of this community so we cannot speak to the incidents prior to our takeover a few weeks ago. We can assure that our Regional Manager, ******, contacted you today regarding your refund and is overnighting the refund to you to provide a resolution to your inquiry. Thank you. 

  Customer Answer

  Date: 10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  In the future, please be sure to adhere to proper procedures and time lines laid out according to the Tenants Rights of El Paso County and the *****************.
  
  See this link as reference: ******************************************************************************************************************************************************.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/28/2023

  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.

  We have sent multiple request for payments. They want us to sign up for an app we have to pay for and we aren't authorize to do so. Payment needs to be made by check or credit card. We have waited. long enough.

  Business Response

  Date: 10/04/2023

  Hello! The community has been communicating directly with you via email on an ongoing basis from ******************************. Our company requires that all vendors who perform work at the apartment community and with whom we do business are credentialed with the proper level of insurance coverage and a government-registered W-9 on file. 
  
  We have given you instructions for getting credentialed so we can remit prompt payment, but your organization has been unwilling to comply. We are looking into a one-time waiver for payment since the work was previously completed in February of 2023 prior to the current management company taking over the apartment community (effective 7/17/2023). Please feel free to give us a call at ************** or email us at ****************************** and ask for ***, the ******************* Manager. Thank you!

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having issues with bank withdrawing from wrong account. Verified it was suppose to be checking before making payment would like refund. Also would like the option to add my bank account back onto my resident portal account. Unnecessary fees otherwise for cards and moneygram if a bank account was previously allowed.

  Business Response

  Date: 09/21/2023

  Mr. ******* - The onsite team at your community is the only team that can assist you with this inquiry. Please reach out the community manager who can best assist you with this request. Thank you. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20632228
  
  I am rejecting this response because: I have spoken to the onsite team and they said it is corporate/ higher *** making this decision. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/21/2023

  This is where the charges are posted and have not been refunded. *************************** told me yesterday and today that corporate is making the decisions. 

  Business Response

  Date: 10/02/2023

  ****** had called us asking to have the 2 $20 NSF fee's to be returned due to the error he made inputting his bank information, but after speaking with the portfolio manager upon this matter, it was instructed that the resident would be responsible for these fees because they would have been the one to setup their account information linked to their savings account on the portal. The onsite team had relayed this information to ****** and he understood and I had helped him take off the certified funds only and he was allowed to correct his account. ******************** has provided a resolution to this inquiry by providing information directly to the resident on how to properly set up his account to avoid future fees. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20632228
  
  I am rejecting this response because:

  I made no error in the inputting of my information as I had explained to your manager at ********************. I had linked it to the correct account and it was withdrawing from one that it was not set up for. Cardinal group has not corrected the error in this process and instead has only allowed me to switch the withdrawals to a new bank account altogether after they fail to understand their mess up. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My roommates and I were promised concessions from ************************* via Cardinal Group almost one year ago (see email snippet below) for proof of 9/14/2022 start date of this saga. The amount of money we are owed is quite large considering we lacked proper water pressure and ability to use one or both of our showers for MONTHS and we mislead by Coronado over and over again. Finally concessions were approved and were supposedly sent out in June. Only 1 of our roommates received her check for the refund. The others were never received, and any attempt to call the business is thwarted by the lack of email response and inability to ever answer any questions about refunds over the phone. I finally got an email admitting they have my check at the business and need a mailing address even though I provided my mailing address upon move out in may for this exact reason. I received NO response to my reply giving my mailing address and request for confirmation that the money is on its way now. I am submitting this complaint in hopes I will be sent my rightfully owed check of over a year now. Additionally, all 3 of my roommates and myself have also not received a security deposit back despite moving out in May. Legally, I believe we are also owed this check and have not received it, nor have we received any communication on the matter despite several attempts at communicating with the business. As always, they have been understaffed, unprofessional, and overall, unhelpful in solving our issue. This is unacceptable when such high sums of money are at stake.

  Business Response

  Date: 09/11/2023

  Management has confirmed that they have the resident's refund check at the office and are currently awaiting response from her. They also confirmed they are reaching out to her again in regards to this issue. 

• Initial Complaint

  Date:08/29/2023

  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 am a current resident of **********- a single building apartment complex with retail space on the first floor. The building is managed by Cardinal Group. Today will be the fourth day in a row we have been without power. As of this morning the emergency generator is no longer working. Currently :no power or lights in any units or hallways days without hot water or air conditioning dark stairwells and garage elevators without power, individuals with disabilities unable to access homes no secure entrances or exits with garage not secured residents locked out of building as outer doors no longer have key fob power homeless individuals loitering in garage trash getting backed up as resident dump rancid and spoiled food into chutes Cardinal Group has provided ZERO update on when power will be restored and how residents will be compensated for uninhabitable conditions (hotels, meal vouchers etc) or rent, utilities credited. **** maintenance unable to provide an estimate of when generators will be available

  Business Response

  Date: 09/07/2023

  We wanted to take a moment to express our sincere gratitude for your incredible patience and understanding during the recent power outage that affected our community. Your resilience and positive attitude during this challenging time truly made a difference and did not go unnoticed.
  
  We understand that a power outage can be inconvenient and unsettling, and your cooperation not only helped us manage the situation more effectively but also reinforced the sense of community that we value so dearly.
  
  As a token of our appreciation, we have provided each apartment with a credit that is equal to one week of rent. Once again, thank you for your understanding, patience, and cooperation during the power outage. We are committed to providing you with the best living experience possible and we are grateful to have you as a part of our community.
  
  If you have any further questions, concerns, or suggestions, please do not hesitate to reach out to us. We value your input and are always here to assist you.
  
  Wishing you all the best and looking forward to your continued residency.

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ************************* and I have rented an apartment from "The Cottages at Lake Tahama" in ********** (Apartment 283 Room B). We are asking for a billing adjustment do to the following issues: 1) We are paying a rental fee for the ********** Elite Tech package. On move-in day all 4 of the tenants realized that the 50 inch ******** that should have been provided as part of the package was missing. The Soundbar was on the ** stand, but there was no **. This has been reported to management and also put into the maintenance request system. Today this maintenance request was marked complete but there was not a ** delivered or set up. We immediately asked the office about it and were told that several of the units needed **s and that we were on the list with an indefinite time of delivery. We were confused as was management as to why this would have been marked as complete by maintenance since the work was not completed. We would like to have a refund for some of the package that is being paid for each month since there isn't a ** like promised in the lease agreement. 2) We are now being charged $5 a month for cable. This was not in the original lease agreement listed under the utilities that the tenant would be responsible for. When we asked management about this, we were told that it is now mandatory for everyone. The cable attachment in the living room is painted over and after testing 2 of the cable outlets in the apartment we have found none of them to be currently working. We should not have to pay for a monthly service that was not originally in the original lease agreement and is currently not accessible through the outlets provided. We would like a refund of the $5 already paid and removal of the cable charge until cable is provided. j #3) Maintenance work orders keep being deleted from the system. Things like broken handrails and faulty steps on the inside of the apartment which are all safety hazards. Also non-functional smoke/fire alarm has been reported

  Business Response

  Date: 09/07/2023

  We are sorry to hear that you had a negative move-in experience. We take customer service and resident satisfaction very seriously, and we apologize for falling short in this area. We will reach out soon regarding the account specifics you mentioned and take steps to improve your experience in the future.