Complaints

This profile includes complaints for Cardinal Group Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardinal Group Management

  4100 E Mississippi Ave Ste 700 Denver, CO 80246-3054

  
• 

  Cardinal Group Management

  3333 Melrose Club Blvd Raleigh, NC 27603-6027

• 

  URSA

  2255 S University Parks Dr Waco, TX 76706-6598

• 

  Fifty Twenty-Five Apartments

  5025 Collwood Blvd San Diego, CA 92115-2126

• 

  The Cottages at Lake Tamaha - Student Housing

  745 Tamaha Trce NE Tuscaloosa, AL 35404-2530

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

• Initial Complaint

  Date:08/22/2023

  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.

  07/24/2023 ORIGINAL EMAIL TO Cardinal Group Management, MANAGER: ******************* (Portfolio Manager)"Good afternoon, My name is *****************************, former resident of Forestwood Apts on South Beltline Rd. I am reaching out to you in regards to an issue I have with the current management company at Forestwood. Months before my lease expired, my wife personally notified management that we would not renew our lease. She was told the system was down and was asked to write her notice on a blank piece of paper. One month later, she was called to confirm the noticed she submitted; we have a voice mail to prove it. Once our lease was up, we turned in our keys, every time we have stepped foot in that office or call, we are told the system is down. When we turned in our keys, we were told to wait for a confirmation via email when the inspection was done to our apt, we never received a confirmation. On multiple occasions we are asked to write our phone number for a call back or to write our forwarding address on a piece of paper or sticky note and never hear back. Last week, my wife, personally went to the office asking for a status on our deposit. First the agent said she had no access to my account since I was a former resident, later she said there is no record of us notifying the office we would not renew. They were asking for proof of that notification; I asked them WHY NOW?!. "Why, months later since that letter was submitted, why after so many visits and phone calls, are you asking for proof, you are telling me this whole time I was just wasting my time, coming and constantly calling". She said her hands were tied but I could email her manager and I said no, I would like to reach out to someone else, someone above management. I was given your email address; I hope you can help me please or direct me to the correct person.Thank you for your time in advance. Sincerely,***************************** ************ ************************* ************ NEW ADDRESS: **************************************************** p.s. I also have videos of how I turned in my apt, and proof/witnesses, that I have been to the office, and they are closed during business hours."ONLY REPLY FROM CARDINAL GROUP SO FAR 07/24/2023:"Hello, I will be traveling from 7/24-7/25, I will respond to your email as soon as am I able to, but expect a delay. Thank You"REQUESTED AN UPDATE: 08/07/23, NO ANSWER -MY LEASE WAS UP 05/31/2023, I AM ONLY ASKING FOR DEPOSIT BACK

  Business Response

  Date: 09/22/2023

  We apologize for the delay in response and communication for your refund. We will processing a full refund of your deposit. Thank you.

  Customer Answer

  Date: 09/22/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 10/25/2023

  Good afternoon,

  On 09/22/23 I received notice that I will be receiving my full deposit refund. Its 10/25/23 and I have not received anything from Cardinal Group Management. 

  Business Response

  Date: 11/29/2023

  Cardinal Group processed this deposit refund in late September 2023 and should be considered a closed BBB inquiry. Thank you.

   

  Customer Answer

  Date: 12/04/2023

  I have NOT yet received my refund. I work from home and I get my mail daily. Im tired of the lies. Just like I submitted proof the deposit is owed to me, they could easily prove they issued a refund but since its not true, theres no proof. Im still waiting on it. This is ridiculous its December already and I moved out in May. 

  Customer Answer

  Date: 12/12/2023

  I submitted a response on 12/04. Stating I have NOT received my refund. Ill attach a screenshot of my response.

  Customer Answer

  Date: 02/01/2024

  February 1, ****: The status of my deposit refund: NOT RECEIVED 

  No refund has been issued. 

  Business Response

  Date: 02/09/2024

  We apologize for the delay in the refund. To best assist you, please confirm the best address for remittance of your deposit to be mailed to you so we can process your refund. Thank you 

  Customer Answer

  Date: 02/09/2024

  *************************
  *******, **  75089
  
  

  Customer Answer

  Date: 02/09/2024

  *************************
  *******, **  75089
  
  

  Customer Answer

  Date: 02/17/2024

  Please do not close my case. I have NOT received my refund. I responded twice the same day Cardinal Management request my address. Same address listed on my complaint. Ill attach a screenshot of my response on 02/09/24.

  New address: ***************************************************

• Initial Complaint

  Date:08/12/2023

  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.

  I am trying to move into my apartment in the Aurora apartment homes. I have a SIGNED lease that started on July 13, 2023. It is August 12, 2023, and I have still not moved in. Due to their companys ineptness and lies, I have essentially been homeless for a month 1. I applied and paid $240.00 on May 30, 2023. I was approved on 6/1. On 6/22, they sent an email promising that the apartments would be ready between July 18th and July 24th. On June 13, 2023, I was promised a move-in date of July 20th or 21st. On July 21st, they email that only 4 homes will be available on July 28. I email and they say Ill move in 8/11/23. 2. During this time from when I come to a new state across the country for medical school to 8/11, I am in an AirBnB, and have spent over $2,000 to do so. They say theyll reimburse it, but have not given any details. 3. On 8/9/23, I email asking about move in details. They finally email back on 8/10 saying move in is delayed again to 8/12, and details are to come.4. On 8/10, I have no details still. I text on 8/11, and finally get an email blast I was supposed to be sent days ago. 5. On 8/11, I get another email saying I am delayed to 8/15. On 8/11, I call, asking what my unit is, where I am to go (my airbnb is also done by 8/14 because I did not book longer). They tell me I am in unit *****. On my lease, I signed to *****. My friend tells me he has *****. On 8/11, my other friend calls and speaks to the same person, ******, and says that she is moving into *****, which is what I was told my unit is. However, I wanted a 1b/1b, and this is a 2b/1b. It is 8/12, and I have heard nothing. I am still essentially homeless, I am stressed, They have never tried to fix the issue, and in fact, they raised the rent. I signed on for a $1260/month unit. This is up from the $1225/month that I was quoted. In my apartment portal to pay rent, it says my rent is $1620/month. I dont know how rent increases almost $400.00.

  Business Response

  Date: 08/22/2023

  Management has confirmed they have been in consistent communication with all residents during the timeframe of projected move-in dates. In all communications sent to residents, move-in dates were stated as projected due to construction delays. Status updates have been sent to residents as they were delivered to management. Additionally, due to construction, management was given a TCO (temporary certificate of occupancy) for the first tower of the property, in addition to the third tower. This required relocating residents from tower 1 to tower 3 and providing new unit numbers, temporarily relocating all residents in tower 3 to building 1, prior to final unit assignments. 
  
  The resident moved in on *************************************** the amount of $3,200 on the same date as she moved in. The resident moved into unit 203, which originally would have been 210 that she did have the original signed lease agreement for. 
  
  Management confirmed $1,225 is the base rent as communicated on the website. However, there are additional premiums based on views, positioning, and floor level which can adjust the pricing. 

• Initial Complaint

  Date:08/10/2023

  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.

  The problem occurred on 8/9/2023. After a week of email communication with the property manager, I went to the leasing office to get the assistance I need. I asked for the manager when I arrived and was told that she was at lunch, and was asked to come back in ***** minutes. I came back in 15 minutes and waited another 10 minutes. During this time, I observed the manager sitting and talking with colleagues well beyond the lunch time while customers waited long periods of time. I finally again asked to speak with a manager and this time was told she had rounds to make and to come back at 4:00 pm. I expressed that I had driven over 150 miles to visit my children and was unable to comeback at that time and requested to speak with her now. I eventually met with another young lady (*******) who was very helpful, but did not follow through on her commitment to remove late fees and follow up with an email given system challenges I had making a payment. As of today, the late fees have not been removed. I've emailed ******* but have not heard back. I am disappointed in the lack of customer service, follow through and customer assistance/support. I would like to hear from someone from Cardinal Group about my complaint..

  Business Response

  Date: 08/22/2023

  Management confirmed that the complainant originally reached out to the office in regards to an inquiry about rent differences on two accounts she was overseeing. After this initial communication, there was an additional issue with the Entrata system not allowing her to make a payment. This issue was investigated by management and ultimately resolved after submitting a ticket to the system. In regard to the specific incident referenced in the inquiry, the complainant arrived at the office while the community manager was on lunch break. The community manager informed them that she would be available at 4pm due to Turn season commitments and vendor meetings, but the assistant community manager did meet with the complainant at this time to discuss the issue.

  Management reached out to the complainant on August 9th to notify them of banking information needing to be added to their account, but received no answer at that time. Management reached out to Entrata on August 11th due to one account still needing a micro deposit confirmation. Management confirmed that they reached out to the complainant as well on August 11th to inform them the late fee and insurance charge had been removed from the ledger after payment was made.
  
  Management also noted they have automatic responses in place for their emails when they are away from the office to explain absences or delays in communication. 

  Customer Answer

  Date: 08/26/2023

  We don't agree or disagree with the response except their characterization of the during my in person visit. Regarding the manager (***********************) being at lunch this is true. I was told to come back in 20 minutes and that she would be finished lunch. Upon my return the manager was sitting at a table chatting. I continued to wait only for another member of their team to come over and address me. I informed her who I was here to see. She then went over to the manager. I was then told to come back at 4  because the manager had to do her rounds. I was eventually assisted by this person. This was unprofessional and in my opinion intentional in order not to address my concerns. Doing your rounds is in no way more important. I was in town from *******, **.

  The larger issue here is that there are systems in place that are difficult for college aged tenants to navigate effectively. When these systems break down there isn't a clearly identified way to address these issues in terms of hierarchy. We were told as much by a member of their team. Upon stating that we were going to communicate our concerns to their corporate office, we were told that the corporate office was not going to do anything but refer us back to the onsite leasing office. We've also dealt with how they contract out for who handles their renters insurance. You receive an email stating that your renters insurance hasn't been submitted, even though it has been. The email came from Rush. You contact **** your then told you have to contact the 3rd party contractor. In essence you've done your part but you then must take time out of your schedule to address the issue. Nothing about how they choose to handle matters provides any comfort to the paying customer. With that being said ************************* has been very helpful in trying to help us resolve the issues we've been confronted with

  At this point we feel we have gotten out of this complaint that we can. Rush operates like a monopoly of sorts in that they are in a prime location to serve students at ************* but not in the business of providing customer service processes that are easy to manage. 

  Customer Answer

  Date: 08/27/2023

  We received a call this evening from our son informing us that there were close 50 roaches that were inside of the bottom of the back of the refrigerator. Seemingly they came from this ***************** which has to be against some sort of building code. They noticed bugs before this summer but there wasnt enough to make them pull the refrigerator out from the wall. As my son tapped the back of the refrigerator according to him more roaches just continued to come out. They were unable to take a picture of the initial swarm as they were killing the roaches and unable to take a picture.

• Initial Complaint

  Date:08/07/2023

  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 am a former resident of Canvas Townhome **********. My address was ******************** I received a $1,350 move-out bill on July 18, 2023, including a $1,300 'carpet replacement fee" and a $50 "blind replacement fee" The carpet was NOT NEW when I moved in--the bedroom carpet was already stained by ******************** in the bedroom when I moved in. A quick comparison between the move-out pic and the pic I took when I moved in shows pretty minimal difference aside from normal wear and tear. On top of that, ****** also lost the move-in form and all relevant records. Considering how low-quality the carpet is, I highly doubt it would even cost $1,300 to replace it with a much higher-quality carpet when depreciation is taken into account. The degradation of the carpet is a result of extreme humidity in the basement units, as shown by the incredibly moldy couch.The new blind broke the same day the maintenance came in and replaced the old one. The blade snapped when I was simply pulling the blind up. I have had blinds my entire life and I know this isn't exactly normal. I have only had bad things to say about Canvas Townhome and the unending mold issues and *****'s refusal to replace the A/C filter have incurred a few hundred dollars in medical bills. If you do a quick search on ****** review, you can see this is not the first time Canvas Townhome blames tenants for something they should have taken care of.

  Business Response

  Date: 08/14/2023

  Management confirmed that based on their review, they have removed the carpet replacement charge as a whole and it is no longer reflected on the account's move out statement.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20437215
  
  I am rejecting this response because: There is still a $200 "cleaning charge" on my account--the odor was a result of the 80%+ humidity in the basement apartment unit (refer to the moldy couch in the move-out records. Additionally, ****** is trying to take revenge by charging me $470 for minor touc-up when the move-out form indicates satisfactory ("ok") conditions of the wall. I will accept a maximum of $100 cleaning charge for clean up to resolve this dispute.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/23/2023

  Management has confirmed that they are in active correspondence with the resident to discuss and resolve the matter. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20437215
  
  I am rejecting this response because: Canvas never made a good-faith effort to reach out to me and negotiate with me. They instead asks me to contact their legal rep
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/12/2023

  We are happy to discuss this matter with the resident through our legal team - they have reached out to discuss this matter with the resident directly and still has not received a response.

  Customer Answer

  Date: 09/14/2023

   
  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:08/02/2023

  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.

  This complaint is against the *******************, ************ **, managed by the Cardinal Group Management company. In October of 2022 **************, ****************, *********, and **** A, started lease discussion with Landmark for a 4 BR apartment, lease start August 20, 2023. 10 months prior to lease start, Landmark staff informed the tenants that they needed to sign the lease quickly as 4 BR apartments were selling out for Aug 2023. In October 222, the monthly rental rate offered was @$1450 per bedroom per tenant. Two of the tenants are from CA and signed the lease quickly for fear of a potential "sold out" building as per Landmark. The otehr two tenants who are from ** did not sign the lease at that time because the rate was too high and not affordable and wanted to further negotiate for a lower rate. By December 2022, ******** had sent revised leases to the two ** tenants who did not sign with a higher monthly rate of $1550 stating the lease rate would increase every few weeks since they still had not signed. After this **************'s mother called ******** and asked for the lower rate that was originally offered. ******** refused and would not match the rate, and stated the rate will continue to increase. During this time, **************** tried to cancel the lease and Landmark refused. There were no provisions in the lease that stated the lease could be canceled even with a penalty even at 9 months before move in and no payment or deposit had been made. In March, ******** (*******'s mother) negotiated a lower rate for ************** and ********* at $1279. ************** and ********* signed this lease. Landmark is currently advertising the same 4 bedroom apartment for a rate of $779 per BR. It appears that Landmark staff blatantly used what appears to be deceptive and high pressure sales tactics to manipulate sales pitches to rush these tenants into deciding to sign by saying "almost sold out" and "the rents are just going to keep increasing so you should sign fast" to rent these apartments. Also, when ****** and ******* did not sign the lease when ******* and **** did, the rent on their lease increased and they were told it would continue to increase for every few weeks they did not sign. Landmark sent revised leases out to these potential tenants with higher rates and they would not decrease the rate to match the original rate offered. It appears that ******** stated false and misleading information since the same exact apartment the tenants were interested in renting (4 BR/2BA) are still vacant as of 7/24/23 at a rate of $779! For weeks during summer, these Landmark full 4 bedrooms apartments were being advertised as vacant and as of 7/24/23 per the Landmark website screenshot photos and (per a call to Kosy (employee) at Landmark at 4:22 pm, 7/24/2023) there were plenty of full four bedroom apartments available at the rate of $779 per room. This is quite disturbing to me that the rate decreased $500 per month. There was no possibility of the Landmark 4 bedroom apartments being sold out back in Oct/Nov of 2023 for the Aug 2023 lease year. This appears to be very unethical behavior by Landmark staff. It appears that ******** staff took advantage of these tenants who are young, inexperienced, and vulnerable students who have never had experience with leases and rentals in their lives and were manipulated and persuaded to sign leases. On 7/24/2023 Landmark has several ENTIRE 4 bedroom apartments available for rent for August 1, 2023 so all four tenants could have had their preference for roommates and the four bedroom rate of $779 room rate. I am requesting a price decrease from $1279 (current lease) to $779 per month for the Aug 1 2023 lease year as this lease was signed under high-pressure and deceitful circumstances.

  Business Response

  Date: 08/09/2023

  We received the following response to this complaint from our on-site management team for this community: "At Landmark Apartments, we strive to maintain open and honest communication with our residents. We value transparency and fairness in all our interactions. Please be aware that rental prices at Landmark Apartments are determined based on market trends. While we cannot guarantee individual rate adjustments, we do take the feedback seriously. While we understand your frustration, we cannot offer a rate or special to a previously executed lease. Please know that we value your tenancy and want to ensure our tenants satisfaction at Landmark Apartments. If you have any additional information or questions, please feel free to share them with us. We are here to assist you and address your concerns. Thank you for bringing this matter to our attention through the Better Business Bureau." 

• Initial Complaint

  Date:08/01/2023

  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.

  The building *********************** at ********************************* in ********* has had no hot water for several months now. It is out over half the time, and management has so far refused to fix it. I would like to know when it will be repaired.

  Business Response

  Date: 08/02/2023

  Management has confirmed that they are actively working to resolve the issue of the faulty water heater. The parts for the water heater repair have had to be custom made, so management has not been able to provide an exact date for the repair to be completed They will have a confirmed date by the end of this week.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20406708
  
  I am rejecting this response because:

  This should have been done months ago, rather than letting paying tenants go without hot water for over half the days of pretty much all of 2023.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/07/2023

  I would also like to know what the date is that hot water will be restored, considering that the end of the week has passed, and I still do not have hot water.

  Business Response

  Date: 08/23/2023

  Management has confirmed that the repair will be completed by Monday. This updated information was received at the end of the business day when the window for response was closed. 

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20406708
  
  I am rejecting this response because:

  Every time since last January that I've been told that its being fixed, the hot water broke again within the next 2 days. This includes in this very complaint when you told me it was being fixed a month ago. Why should I believe you this time? What is different?

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

  Customer Answer

  Date: 09/05/2023

  Update: sure enough, the hot water was working for 3 days, then broke again. I currently do not have any hot water, so the business lied again. They continue to refuse to fix it, and lie about doing so.

  Business Response

  Date: 09/18/2023

  The hot water has been restored to the building. The onsite team will continue to keep residents updated on any future repairs that are needed for the building. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20406708
  
  I am rejecting this response because:

  Both elevators have been broken for several days. This is the second time this month that this has occurred. Do you plan on continuing to force elderly residents to walk up several flights of stairs in 90 degree heat?
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/27/2023

  Also, again there is no hot water, so clearly you lied about fixing it.

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

  Business Response

  Date: 10/04/2023

  Hi BBB Team,

  Unfortunately this community continues to have repair issues that are not being approved by the ownership group. Cardinal is the third party manager and are doing our best to provide speedy replacement and maintenance repairs but are currently unable to do so because of the ownership groups refusal to pay for improvements to the community. We have addressed all concerns in this inquiry and cannot continue to provide a response on a weekly basis is maintenance items continue to arise. We have done all we can do and send communications to the residents directly from our onsite team as issues arise. 

  Customer Answer

  Date: 10/14/2023

  Dear BBB,

  Could you please close this complaint and **** it as the company refusing to fix the issue. Per their last communication here on 10/4, despite them being my landlord with whom I have a legally binding lease, they are unable/unwilling to provide the repairs they are contractually obligated to. Therefore, we are at an impasse, and I am forced to pursue legal action. This complaint may be closed, with me not accepting their response.

  Best,

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

• Initial Complaint

  Date:07/22/2023

  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.

  My roommates and I signed a lease for 2023-2024 for a property that Cardinal Group Management acquired this past year, Forest Place in *********, ********, which was also countersigned by them. However, due to a housing redevelopment plan being approved and Cardinal Group Management demolishing the property, they will no longer be offering housing at this location for the specified duration that we signed the lease for. Because of this, they terminated the lease and agreed to pay to all tenants 3 months rent as assistance for finding new housing so late in the year and because of the inconvenience this causes tenants. We exercised this option to receive the assistance back in May when we, all four roommates, signed and submitted this form. At first, we received an update that our safety deposit and 3 months rent assistance had been delivered to our tenant portals. However, there is no way to transfer rental credit back into a bank account. After 2+ months of back and forth sluggish communication from Cardinal Group Management's end, we finally received a check mailed to our home address.This check did not accurately portray the whole amount of which we were promised (safety deposit + 3 months rent assistance), and didn't even total the 1.5 months rent that we paid as a safety deposit. After emailing the contact that we've been in contact with, ************************, and following up with that email multiple times, the most recent email could not be delivered as the email address couldn't be found or was unable to receive mail.Not only is this behavior unprofessional and extremely frustrating for us, but it is also CRIMINAL, will be considered intentional, and pursued by us to the fullest extent of the law if we cannot find a solution to this problem as soon as possible.

  Business Response

  Date: 07/26/2023

  Management has confirmed that they have reached out to the resident regarding this complaint and outlined the refund process for their lease termination. They are currently in communication with both the resident and the ownership group to resolve this issue.

  Customer Answer

  Date: 07/26/2023

   
  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:07/20/2023

  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.

  FAO Manager my daughter *************************** has been a law exchange student at the uni in st ***** and been a tenant at Coronado Towers from sept 22-June 2023.I would appreciate it if you could reply to our numerous emails and phone calls which have been ignored!From the beginning of september when my daughter arrived there to find her apartment wasnt ready, she was 20 years old-a young woman in a different country and distressed-incurring the cost of a flight for her dad to meet her & three nights in a hotel which is appalling.A catalogue of errors occurred during her stay, her dad was upset to leave her alone, said place was awful & extremely expensive for what it actually was-the whole time she was there she had no key to her mailbox after asking many times she got nowhere with it.During her time her toilet broke down & her cooker ( these are fundamental items in a home not luxurys).She constantly had no hot water was showering & staying at a students flat because she was fed up with the circumstances.She left the US at the beginning of June and we have been charged for that ************ when she isnt in the apartment as her **** ran out beforehand.Then you are continuing to ignore her emails re: trash outside her door?Surely you have CCTV to check?Which she has told you that the trash is not hers and you continue to tell her that she owes this service charge or fine, its unbelievable!She has been home since early june so why are you only asking her now?Its clearly someone elses trash!She also complained to you about a drawer full of trash in her apartment from a previous student and that was never removed ***** has not broke the rules and you need to believe & listen to whats said in this email and deal with this appropriately and immediately and close her account if you ask for my opinion you owe us money after all the errors i have described during darcys tenancy with you.Awaiting your reply.Mr A & ****************** (***************************).Sent from my iPhone

  Business Response

  Date: 07/21/2023

  Management has confirmed they have been in communication with the resident regarding the issues listed in this complaint. They have provided explanation for the charges as well as clarification for the details of the leasing agreement and its completion date.

• Initial Complaint

  Date:07/18/2023

  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.

  This company is doing illegal activity. Me and my daughter signed a new lease for a brand new apartment and never did they mention there was gonna be a transfer fee. Nowhere in the lease do it say there is a transfer fee if you sign a new lease at the end of your lease. They change her on her last month rent to her old apartment wish cause it to not go through and then change her a late fee causing in it to be ****** in instead of $514.00. These people got us to sign a lease without any information about $300 transfer fee and then tried to say that we stuck in the lease and she have to pay another extra $111 late fee but the lease dont start till August.. I want the ****** removed from my daughter account and the new lease to be terminate it because I dont want her staying at a place like this. My daughter got a chronic disease lupus and these people are causing her health issues. The least also so say if the apartment is not ready by move in we can terminate the lease. They gave us apartment 808 and told us that department wont be ready till the 25th. I sent them a letter saying that we didnt want to lease and I turned around and try to change the apartment number and say it will be ready on the 22nd just because they want somebody to find somebody else to stay in apartment even though at least say that we can terminate and the also have a early termination. She didnt even move in.

  Business Response

  Date: 08/02/2023

  Management confirmed that they have been in active communication with this resident to resolve the issue since it has been brought to their attention. The community manager and assistant portfolio manager have both spoken to **************** to explain the rent increase from changing floorplans and the annual fees associated with renewal agreements. They have also explained the transfer process if the resident wanted to pursue the transfer and the reassignment process if they wanted out of the lease agreement, as well as provided reasonable accommodation for ******************** daughter given her chronic illness.

• Initial Complaint

  Date:07/16/2023

  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.

  After my electronic application and lease were approved at ************************ my only communications were text messages instructing me that I needed a certified check on my move-in date of 3/1/23 or I would NOT get the apartment (that I was never shown) for the stated price. I was told to contact them prior to that date to get move-in instructions. Weeks before that date I attempted to contact them for move-in instructions, to get the apartment # and to see the apartment because the lease stated that my apartment # was "TBD". The calls went straight to voicemail every time and it was always full! Frustrated, due to lack of communication with them for weeks, I continued to look for another place. I heard nothing from them. I moved to my present address on 4/19/23. On 4/24 I received an email from *********************** stating that I moved in their building on 3/1 and moved out on 4/24 and I owed them $4,519.00 for an apartment I NEVER occupied! It stated that I had 10 days to pay this amount or it would be sent to collections.My friend and I went to the building complex to speak with the manager whom I had never met. The "area manager" whose name is *********************** said the manager was in a meeting. (This was not true because on subsequent visits, I was told that she was the manager). ************ looked at the account while we were waiting for the manager and stated there seems to be a drop in communications". She stated that she would call me before the end of that business day. She did not! I called several times and as usual, it went straight to a full voicemail box. On May 18, 2023, I received a letter from ************* Services which stated they were trying to collect a debt for ******* ******** and I had to call or write them by 7/2/23 to dispute all or part of the debt. I immediately did both. On 6/6/23 *** stated that ******************* had reviewed my dispute. Their response was a copy of my lease. It is now on my credit report.

  Business Response

  Date: 07/27/2023

  According to community management, ******************** had a valid lease starting on March 1, 2023 and did not contact them until May 2, 2023. Management has confirmed that according to the communication on the account, ******************** came in on May 3, 2023 and spoke with another team member, ********* regarding her lease, as ******* was not on the property at that time. Records show that last communication with ******************** regarding this issue was on June 20, 2023. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20329646
  ******* am rejecting this response because:Their response is false including the dates!  I attempted to contact them by phone all of February to follow the instructions sent from them via text message telling me to contact them to get move-in instructions, the amount of the cashiers check needed, and I  also needed to see the apartment. I was not able to contact them. I only spoke with ******* in person and I only know of ******** from the discovery of rhe second attaction I sent you. I called to speak to this ******** and was told that she no longer worked there.
  
  Sincerely,
  
  *****************************