Complaints

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:04/26/2023

  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 very concerned for not only my safety but the safety of all the residents (especially women) here. I have had multiple instances where the maintenance team lets themselves in whenever they please. Every time I have a maintenance request in and they come to fix the issue, the maintenance person will just let themselves in without knocking first and announce themselves after the have entered my home. There has been multiple occasions where I have been indecently exposed (since this is my home) and they have walked in on me. I also have been having multiple issues with maintenance entering my apartment when Im not home without my permission. There will be no maintenance request and no notice of them needing to do work but I will come home to find things moved, lights left on, etc. (I live alone and I am VERY aware of where things are placed and about turning lights off). I have tried reaching out to the leasing office multiple times via email (because no one ever answers the phone) and have gotten no response. This is completely unacceptable and a total violation of my rights.

  Business Response

  Date: 05/02/2023

  Hello ****,
  
  Thank you for taking the time to leave us your feedback.We sincerely regret to hear that these experiences have made you uncomfortable.The submission of a service request includes permission to enter. By default it does not require our team to contact the resident beforehand due to this,however there is an option to schedule a time to ensure that you are home and ready when submitting a request in the portal. Our service team is trained to always knock twice before entering any home.
  
  In some rare emergency instances in which not addressing the situation immediately could cause damage to the home and the property of our residents, our team may need to enter a home without giving proper notice.We understand that this can be frustrating, but when the leak occurred in your home, we had to move fast in order to stop the leak and prevent damage to the home beneath yours.
  
  If you have any questions regarding this or would like to have a note made on your account for our service team to schedule times with you beforehand moving forward, please feel free to reach out at ************************************************* or ************. 

• Initial Complaint

  Date:08/17/2022

  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.

  On June 1, 2022, I was charged $176.90 for water, and $183.69 for sewer. I live in a 1bd apartment by myself. Previous to these charges, and for more than a year and a half at this residence I paid an average ranging from $30-$60 for each bill. When I brought this up to the management and asked for a water leak check, the verbally agreed. At that time, I also asked if while investigating if I could pay the base rent until things were sorted out. Another verbal agreement was made that this was okay. Shortly after I got a notice of eviction if I did not pay the remainder in full. During that time, I had not heard back from management, when I tried to call, go to the office, or ask to speak with management, I was always told they weren't available. During this time, I was also charged late fees for "paying late", even though the base rent of $1517 was paid on time. After receiving the court papers for possible eviction, I was scared into paying the entire amount of $1954.40 with no resolution to the problem or maintenance coming out. I was able to get the late charges taken off after much debate. In July, I was charged $86.59 for water, and $89.92 for the sewer. Seeing that it was heading in the right direction of lowering, I did pay the amount after speaking with management and again requested a water leak check, this time they redirected me to **********. At the time I was unable to get ahold of ********** after multiple attempts. I let management know once again, they reassured me they would have someone out to check on it for me. This never happened. For Aug, I was charged $184.75 for water, and $191.84 for sewer. Once again, I went to the office, asked to speak with manage, and was declined again. I was assured that someone would be by. I am currently being harassed to pay the remainder. I paid the base rent plus what my past average was $1650. ********** has been made of aware now and are requesting for the apartments to check for a water leak. Still waiting!

  Business Response

  Date: 09/09/2022

  Hello ******,
  
  We regret to hear that you have had this experience while living at Cortland Westminster. We have escalated this issue with the utility company, **********. They came out in August to inspect homes that were seeing abnormal billing  and had them check for any potential leaks. Given the abnormal spike in usage, we requested a credit from ********** on 8/17 as well as an escalation on the concern. This was communicated to your household on the same day. As this was still actively being investigated and ********** was going to credit your account, we ask that you please still pay your utility bill as you normally would.
  
  As a reminder, per our lease agreements the full rent amount is due on the first of each month and any payments received after the 3rd are considered late. As a courtesy, we removed the late fees in this instance.
  
  If you have any further questions regarding this, please feel free to reach out to me directly at **************************************************