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Business Profile

Property Management

Carroll Organization, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

This profile includes complaints for Carroll Organization, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carroll Organization, LLC has 229 locations, listed below.

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    Customer Complaints Summary

    • 133 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 apartment building 3 has no walkway and staircase lights from last 3 weeks. ******************** has been informed multiple times but they are not concerned about safety of the residents and have not responded to the emails sent.I have trip couple of times harming my knees and elbows. This is a safety issue but not looked by the apartment owners at all.

    • Initial Complaint

      Date:11/15/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was shown a model of an apartment and I decided to lease based on that model. When I got here and received keys it was a different apartment. That apartment was dirty, the toilet was dirty, mold in the bathtub, just mot maintained at all. I went to the office and they said that was an updated apartment and not a renovated apartment. I then asked to be upgraded to a renovated apartment. They then asked us to come see the renovated apartment because there was a crack in the sink but that it would be fixed by Monday 11/1422, but it was otherwise ready to move in. We took a quick glimpse and said okay as long as sink will be fixed. There was a huge dead worm in the bedroom to which person said it was dead and pest control would take care of it. After coming back and further inspecting we find the apartment is full of spiders and bugs, mold in shower, cabinets scratched inside, microwave handle broken, huge patched up crack in wall in bathroom, apartment is dirty and definitely not move in ready. We called and were told that manager was under impression that we knew it wasnt move in ready and theyre only option was an early termination fee or just pay the rent until someone rents the apartment. We were there from 11/11/22-11/14/22z

    • Initial Complaint

      Date:11/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Three months later I have not received deposit and they keep giving me the run around. Corporate is third party and not escalating this issue

      Business Response

      Date: 11/14/2022

      I am very sorry to hear about your concerns. I could not locate the apartment complex based off the address provided. Will you confirm which community this is for?

    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 followed all requested move out instructions by company. I cleaned the apartment- despite being told it would be renovated and cleaning was not necessary. Company will not respond to emails, phone calls, or voicemails left regarding the safety deposit. I cant get anyone to give me any information or my deposit back at this point. This apartment was unlivable. The hot water did not work for months at a time and all the company would say they were taking steps to correct it, but no evidence of the water being fixed were ever seen. In fact water bills doubled after these fixes were made. The electric frequently surged with lights flickering and audible surging on appliances. This was to the point we were afraid of damage to our person household appliances would occur or a fire. As stated above, I have cut ties with the apartment complex. I moved out August 31, 2022 and followed all instructions. I left the apartment in better shape than when it was rented to me. I would just like to get my deposit back.

    • Initial Complaint

      Date:11/05/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Oct 31 2022 I moved out of my apartment. I don't have children or pets and I was charged a carpet replacement fee. And when I seen the pictures there's nothing on the floor. I've asked them to personally show me the stains and they have refused. And have even threatened me .

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been reaching out to this company for months regarding a refund of a check they received in error. They used to manage my apartments where I currently stay (Mallard creek apartments) and a company called flex sent them a payment to cover my rent. My rent was never paid with the check that was sent and it was not sent to the new property manager neither. This is causing me problems now because it is reflecting on my credit as past due when It should of been paid in June. I am asking that they send the check back to flex, myself or the new property management immediately to stop this from reflecting negatively.

    • Initial Complaint

      Date:11/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 lived at this property for 6 years never late on my rent and for the the past couple of months this property has over charged me and has changed my lease agree from a 12 month lease to month to month. I have gone to the office asking them to fix this issue and still this month we are have the same issue..they have gone up on my rent but I am still living in an apartment that is not upgraded my stove has been giving problems each time I request maintenance they come by and the stove still doesn't work, it gashes fire from the burners..not sure if this helps but I am fed up, not to mention the outside space where my building is not very appealing, dog f**** on the ground sometimes on the sidewalk, trash everywhere it has become overwhelming

      Business Response

      Date: 11/14/2022

      I am sorry to hear about this Complaint. We have alerted the onsite teams who have informed us that they have since reviewed your balance and corrections have been made. Please do not hesitate to reach out to the teams with any further concerns.

    • Initial Complaint

      Date:10/31/2022

      Type:Product Issues
      Status:
      Unresolved
      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 charge my bank card of $3,270.01 for a place I moved in with mold, mildew and dirt. I move in this place on oct 3 @6pm and moved out on oct 3 @10pm because I found this in the apartment which is unstable for any human being to move in. I was told By the merchant that I was being refunded the $3,270.01.

      Business Response

      Date: 11/14/2022

      I am sorry to hear about your move-in experience and assure you this is not the normal process. We have been informed that your initial charge was disputed therefor the funds were never withdrawn from your account. Please contact your bank for any additional questions or concerns.

      Customer Answer

      Date: 11/14/2022

      My Bank has never received a reversal from Arium Sunrise. Navy ******************** has reached out to this company and Arium Sunrise states they are not talking to the bank. I have attached all documents 

      Navy ******************** fraud contact information ************

      Complaint: 18337901

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 11/14/2022

      As mentioned, the charge was disputed and the transaction was noted as Non-sufficient funds (NSF), or insufficient funds. Therefor the transaction did not go through and we are not in receipt of the funds. We have requested from you, any supporting information in the form of bank statements which shows where the funds were withdrawn from your account but you have not provided anything to date. Unfortunately, we are unable to assist further unless you are able to provide us with this information. If the funds are being held by your bank, then you will need to work directly with the bank.

      Customer Answer

      Date: 11/14/2022

      I had attached my statement that shows proof coming out of my account. This is the reason the bank was contact you and you have been avoiding them. This is proof that the funds was deducted from my account on 10/3/2022. I also attached my statements after this which shows proof i never received no credit or reversal at all. Arium Sunrise still have the money and never sent this back to me. 

      Complaint: 18337901

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 11/15/2022

       
      Complaint: 18337901

      I am rejecting this response because:

      I had attached my statement that shows proof coming out of my account. This is the reason the bank was contact you and you have been avoiding them. This is proof that the funds was deducted from my account on 10/3/2022. I also attached my statements after this which shows proof i never received no credit or reversal at all. Arium Sunrise still have the money and never sent this back to me. 

      Complaint: 18337901

      I am rejecting this response because:

      Sincerely,

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



      Customer Answer

      Date: 11/15/2022

       
      Complaint: 18337901



      I am rejecting this response because:

      I had attached my statement that shows proof coming out of my account. This is the reason the bank was contact you and you have been avoiding them. This is proof that the funds was deducted from my account on 10/3/2022. I also attached my statements after this which shows proof i never received no credit or reversal at all. Arium Sunrise still have the money and never sent this back to me. 

      Complaint: 18337901

      I am rejecting this response because:

      Sincerely,

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



    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello team, Our situation involves a severe failure to act by a landlord to a significant issue. The fire alarms at Arium ************* do not work. It has gotten to the point where the fire marshals are involved and city ordinances have been placed on the community as a result of managements continued inaction. We gave notice 3 months prior to moving out that due to the significant safety risks, such as a malfunctioning fire alarm and other ongoing issues, we will no longer remain tenants bound by the lease agreement and that we planned to move to alternate and habitable housing due to managements breach of the lease. They are now withholding our deposit, charging us a false termination fee, and have claimed that we threatened litigation and they will no longer speak to us. What is happening here is obscene and has to be illegal. We need help with this situation as we cannot be the only people going through this with this criminal behavior from Carroll management. We appreciate anything that could be done to look into the atrocities (business and organizational alike) occurring at ARIUM ************* in ****************************. Management who refuse to respond to calls, emails, or tickets in their portal are *************************, ***********************, ***********************, and ************************* of corporate.

      Business Response

      Date: 11/14/2022

      I am sorry to hear about your concerns. After further review, we have concluded that all appropriate actions were taken regarding the fire alarm. We have had the system serviced and routinely checked on and there have been no safety or malfunction issues/concerns mentioned by the fire inspector. It was also mentioned that if you were to break your lease early, you would incur the penalty as noted in your lease. Unfortunately, we are unable to accommodate any refund or charge removal.

      Customer Answer

      Date: 11/14/2022

       
      Complaint: 18293723

      I am rejecting this response because:
      Hello BBB team, 

      It is ridiculous that we are in this situation. ARIUM ************* was first made aware of this issue officially via numerous service tickets and phone calls, all of which went unanswered by front office management. We resorted to directly emailing front office staff as to ****** a response to our emergency item. The first email regarding the constantly ringing fire panel was sent on January 11, 2022. This is after numerous service tickets in their RentCafe portal went unanswered of course. This email was acknowledged by *************************, Property Manager of ARIUM *************, on January 14, 2022. As of September 30, 2022, per response from ARIUM ************* team member ****, she is so sorry to hear this issue has not been addressed I have reach out to PM directly to address this as soon as possible. How can an item that is per the current response serviced and routinely checked on and there have been no safety or malfunction issues/concerns mentioned by the fire inspector. still not addressed from January 11, 2022 through September 30, 2022? 

      As for these false claims of nothing mentioned by a fire inspector, we have direct communications from *********************** (Fire Code Official/Fire ***************** **************** dating back to January 18, 2022, where he and the department are initially made aware of the issue and they agree to address it. We additionally have emails dated September 21, 2022 where **************** indicates that he has started charging management for the numerous false alarms and that he was personally visiting the property to see what he could do to leverage management for a resolution to this issue. All of these communications are available to ARIUM via their own RentCafe, telephone, and email systems. Nothing has been hidden from ARIUM ************* in this process, on the contrary we have made ourselves continuously available for an amicable resolution but this does not appear to be the approach ARIUM ************* would like to take. 

      ARIUM ************* was given an official notice of our plans to vacate as a result of managements inaction and disregard to the faulty fire system. This notice was provided 77 days prior to us leaving, on July 24, 2022. This notice was acknowledged by ************************* PM of ARIUM ************* on July 25, 2022. We officially vacated the unit, as detailed in our 7/24/2022 notice, on October 9, 2022. Keys were promptly turned into front office management at office open on October 10, 2022. We have offered to settle any pending utility fees and service fees associated with our tenancy up until 10/9/2022, but have denounced and will not acknowledge any false and illegitimate fees such as the termination fee or any other fees applied since opening disputes with numerous government and regulating agencies regarding the egregious matters detailed above and in our initial complaint. We are fully prepared to continue disputing this matter through whatever medium necessary to prove managements continued disregard to this matter since January 11, 2022. 

      On a separate note, it has been 15 business days and additionally 30 business days since we officially vacated the unit and no notices have been provided regarding the status of our security deposit. It has neither been refunded per the 15 days provided by ******* Law, nor has a notice regarding any claims against our deposit has been provided per the 30 days provided by ******* Law. Does ARIUM ************* care to comment or provide a resolution to this? Or this this matter also serviced and monitored regularly and you haven't received any notice of malfunction? 

      Thank you for your time.

      Sincerely,

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

      Business Response

      Date: 11/15/2022

      Thank you for providing this information and we do apologize for your experience. In an effort to effective resolve this matter, we will have a representative reach out to discuss the termination fee in hopes that this will bring this issue to a close. You should receive a call or email shortly.

    • Initial Complaint

      Date:10/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 recently moved out of the residence at **** *************** apartment **** Carrollton, ***** *****. I was informed at walkthrough that despite paying $500 deposit plus $400 pet fee that would be responsible for replacing carpet in both bedrooms on top of deposits paid. I received an invoice that I would be responsible for $600 on top of deposits paid. First of all there was no pet damage as the shadows in the carpet were due from furniture placement for 2 years. The animal that we had did not urinate or defecate in the residence nor did the animal create any type of damage that would make me the resident responsible for 1k in charges. Furthermore upon review of the lease signed in November 2021 with prior management it was discovered that the current management was overcharging for a garage space. I was charged $200 a month instead of the agreed and signed upon rate of $165 from January until departure from the unit in September. On top of the over charges and not being credited for that I am being charged for invisible pet damage. I would like my account considered settled with all monies that have been paid thus far and not owe any additional costs. I paid a lease break fee and prorated rent of almost 5k to leave early. I should not be responsible for additional charges.

      Business Response

      Date: 10/31/2022

      I am sorry to hear about this issue. Unfortunately, we no longer manage this property and will be unable to assist with this problem. 

      Customer Answer

      Date: 10/31/2022

       
      Complaint: 18238453

      I am rejecting this response because:

      i Filed a complaint against the company that took over and was told they no longer exist. 


      Sincerely,

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

    Carroll Organization, LLC is NOT a BBB Accredited Business.

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