Complaints

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

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  Cortland

  3424 Peachtree Rd NE Ste 300 Atlanta, GA 30326-2818

• 

  Cortland

  3833 Abbie Lakes Drive Canal WHCHSTR, OH 43110

• 

  Acadia by Cortland

  19900 Broad Vista Ter Ashburn, VA 20147-2769

• 

  Artistry At Phillips Creek Ranch

  6400 Farm to Market Road 423 Frisco, TX 75034

• 

  Attiva Lewisville

  901 N Garden Ridge Blvd Lewisville, TX 75077

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:11/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been renting at university center by Cortland for 3 years. The staff is unhelpful on anything going on the property. On my first year my car received several bullet holes from a shooting that occurred due to lack of security. The office this not pay for the damages and did nothing. The second year my second car received the same treatment from another shooting in my building. I had insurance through the apartment yet I was told they cant help with the damages. I had to cover for all these damages out of pocket and to my surprise they increased the rent by 400$ while all of these was happening. This is my third year and I could not move due to the sudden price increase which affected my finances. I just got my car back and as of yesterday it has been broken into and damaged again. I dont feel safe here and with the amount of rent I have paid over the past 3 years you would assume it meant something but no. I am relieved I will be leaving ********* soon. I am a doctor in training so I am careful about the decisions I make. Living here was the worst investment I have made and I will make sure all my peers stay cleared from Cortland properties

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Deceptive advertising. Retaliation. The Estate at ***** Creek, ************************** screening is very dishonest. And has sought retaliation against myself and daughter. He called to cancel my application, which he should have been contacting the company hired to complete my application. Complex Solutions, original company who submitted the application. After receiving $500. Did not like how he was addressed. After threatening to cancel my application and not contacting the company completely the application. His original Call (all calls are recorded) stated the rent would be $2598. Bc I missed the $2424.That ***** on-site with ******, who provided the most amazing tour and follow up. I greatly appreciated.Then I receive a quote of $3474. There is no place advertised in the Estate of **** Creek for that price. Not even a 4bd. Not unit 115 available now same unit type for $2486. Which was my move in today 10/31. The 3bd townhouse they offer is not advertised at $3474, 10/31, tomorrow or next year for that price.It was either false advertising, Van in screening retaliation, and worse because an African American woman wrote a review about her experience bc I could not fathom why the increase. And now a new generated denial. Then after reaching out I was told that was the quote generated. Completely unbelievable.After paying $500, $565, and getting renters insurance.I wrote a ****** review stating the same information. I received a call from leasing, not at all able to give a reason for the increase. But offered unit 815, for the price I believe is the standard rent for the townhomes. Then receive now a denial. After having an approval as retaliation for writing a review. Can you imagine selling your current home of 49 years for over $550,000 and a company provides a second denial for rental history, as you also receive rental income and uhaul pods shipping from ******* to ***** Creek.Can you imagine at 78 years old.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 applied for an apartment with Cortland ****** ********* & paid the $349 ******************* fee on 9/19/2023. A few days later, the leasing agent told me the unit I was approved for "shouldn't have been on the *********************** ****** wanted to push my move-in date back nearly a month & increase the rent $350. I have been waiting over 45 days for my full refund ($349) since the error of them posting an apartment when it should've been "partially renovated" was not my fault. The leasing agent did not make any attempt to find me another unit within my moving timeframe, therefore I found a different apartment. I called back and requested to speak with the manager ******, however, ****** would not transfer the call & instead said he would relay the message. It was supposed to be processed within 7 business ********* has been over a month now that I still have not received my refund. I would like my $349 refund processed or I will take legal action to recoup my money. This is the second Cortland property that has not processed my refund for fees after not moving forward with leasing.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They had a German ***** issue within 2 weeks of me moving unlivable. I just finished assembling beds and unpacking and getting settled to have to move again to a different unit repay for a uhaul truck, no pto left at my job as I was on maternity leave moved before my oldest started school I had a plan and this placed derailed that and had me so stressed as well as my 12 year old. Roaches would crawl on the bed. They let me leave that unit no assistance to move. Remind you it's **** to move in pet deposit in which i never settled long enough to move my dog in. I just paid it because I'm like eventually my dog will come. He never did. I transferred to a different unit. Was there 2 weeks and woke to a big cockroach on the wall. I sprayed told them immediately ( they also said pest control was there before I moved it. The rep said he had only ever treated that apartment 2x and the second one being when I met him. I was told this was being done. I didn't have papers left in my apt stating it was done so I was lied to. I let it go and didn't tell my daughter that I saw one alive on her bed day #7 in the new place. I continued to kill big cockroaches. I later ordered furniture just trying to work with it. But it got worse quickly. I didn't even get the furniture unboxed or assembled. Baby cockroaches started coming out of the baseboards in the bathroom behind the toilet. I bought stuff that didn't work they came trying to fix the gaps and they were everywhere. So not only did I spend my own money trying to repair and or spray it didn't work. I spent 29 transferring internet and lost my affordable discount because I had to move so internet was 59 vs 29 a month I still paid rent of **** on time but wasn't living there most of the time due to the ***** issues. I was unfortunately back at my ex husband's house because our daughter was so uncomfortable as well as myself. Loss money on gas. I was let out because I was under 45 days. I want a resolution for the money spent.

• Initial Complaint

  Date:11/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Prior to, or just after, signing my lease renewal for 2023 to ****, between the dates of 9/5/2023 and 9/8/2023, I provided the leasing office of my apartment with a copy of the renters insurance policy I have with Farmers Insurance. I delivered directly to the leasing office. The leasing office staff (cannot recall her name), took the copy of the renters insurance policy and said that she would update my renters insurance to show my personal policy and would remove the monthly rental fee of $15 that was being charged for the rental policy provided thru the property, from my account. Approximately 1 month later, when paying my rent, I noticed that the $15 fee for renters insurance. I called the office on 10/6/2023 and told them the $15 was still showing on my account after I had provided a copy of my personal renters insurance. I got a text message from leasing office on 10/7, stating that they had misplaced my renters insurance and to email a copy to ************************************* I sent the email on 10/17 with several copies of renters insurance attached. I called leasing office on 10/20 and left message that I had emailed a copy of my insurance to the email address provided, and asked for a call back to confirm they received it. After not receiving any call back, I sent a message on 10/26 to leasing office thru resident portal advising of prior dates and methods, which I had provided proof of renters insurance and that the $15 fee had not been removed. The message also contained a copy of my renters insurance. I received a reply from rental office stating that they needed a copy of declarations page, which was already sent in both prior emails, and they are also trying to say that leasing property address is not correct, despite it being the same address as leasing office. I feel that I am getting runarond and being incorrectly charged for insurance which I have shown I have under my own policy.

• Initial Complaint

  Date:10/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 elevators at Cortland Pentagon City have been down by 1, sometimes 2, throughout most of my current tenure here (approx. 3 months). This has resulted in long waiting times for elevators (sometimes upwards of 30 minutes) while we are forced to navigate around construction, malfunctioning elevators, and general occupancy issues.This has reached the point where many people have complained, and I have just received word from another resident that they were told it would take at least a month - despite the fact that it has been multiple months with no resolution in sight.This complaint is being made shortly after another long wait, and isn't even taking into account the litany of other issues that this apartment complex has presented. If their elevator vendor is truly as slow as they are claiming, they should be seeking another vendor, not making an entire building of luxury apartment occupants suffer because of their incompetence.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Im sending this email still emotionally devastated & embarrassed by the events that occurred today in the front office of Cortland at lake lotus Apartments. I am a resident at lake Lotus apartments where police was called on me unwarranted and uncalled for by the property manager ***********************. A concern arise when I was made aware that a civil eviction suite was filled against me October 20 although my rent was paid in full and accepted in office October 18. I wasnt made aware of this eviction until I was searching the clerk of court for a traffic ticket. I frantically sent an email to the property manager *********************** and ***************************** in HR asking for clarity on this matter. I was sent an email back from ******* saying she would resolve the matter the following morning, today. Fast forward today, I called after 12pm to inquire about an update. The property manager ******* answers the phone so I began to respectfully state my concerns. We were both attempting to speak at the same time and I kept apologizing out of respect. This was a ************************************************************************************************* the middle of me saying Im not upset Im frantic she hangs up on me. I was totally taken back as to where this unprovoked anger and unprofessional attitude came from.With this being my first interaction with the property manager I walked to the front office and simply asked the first person i seen inside of a office with the door open hello are you the property manager. ******* jumps off of her chair and begins to yell that shes not talking to me calling me aggressive rude and even nasty. With me being in property management I instantly jumped into de escalation mode remaining calm and composed trying to calm her down asking her why is responding to me like this and even asking to speak with someone else. She then yelled no and said she was calling the police on me! In shock I begin crying because I could not believe this was happening. While waiting for authorities to arrive the leasing agent ********* and maintenance team staff who was inside of the office approach me with bottle water and quietly but sincerely apologize to me.while still inside of the office I decided to call cortland coporate number listed in the website and spoke with someone by the name of Micca for 45 minutes the entire time police was on scene. Once police arrives ******* entire personality changes and she begin smiling at me in a antagonizing manner. The property manager ******* then walks outside and gives my money orders that was in her possession from the 18 to the 24 to the officer and says she not taking the payment. He advised her that he cant get into civil matters and hands the money orders to me. I was then told that I could not return to the office and any issue I have I have to send an email. Treated as if Im a criminal. ***** advised me he would have to review the phone call and video and get back to me. While on hold he then says I have his permission to return back to the office and speak with the assistant property manager. Im now emotionally exhausted & my anxiety is through the roof due to this matter , so I no longer feel safe or comfortable returning back into the office. My only concern now is to ensure that a situation soo minute does not escalate & happen to anyone else moving forward to where authorities is being called on a resident with a ledger inquiry who showed absolutely no sign of hostility.

• Initial Complaint

  Date:10/10/2023

  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.

  Firstly, when we moved into Cortland *****************/Terraces (************************************************), in August of 2022, the administration was very accommodating. Upon our move out in September of *********************************** my mouth from all the issues that were piling up.The primary issue are the MOVE OUT EXPENSES There was one glaring move out expense. The Carpet replacement of $816.28. Why in the world would we, the tenants, have to pay more than $800+ to replace carpet if it only had normal wear and tear?***** Prop. Code 92.104(b)Which states "The landlord may not retain any portion of a security deposit to cover normal wear and tear."In more general terms as stated by the ***** Attorney General:"The landlord may not charge you for normal wear and tear on the premises and may only charge for actual abnormal damage. For example, if the carpet simply becomes more worn because you and your guests walked on it for a year, the landlord may not charge you for a new carpet..." (Source: ***************************************************************************************************)OR from the trusty Renter's Rights handbook:************************************************************************************************************************ On page 20 under Security Deposits "...the landlord cannot withhold part of your security deposit for worn carpet... A landlord may be able to deduct for large, permanent stains on the carpet and pen marks on the walls caused by you or your guests. Even in these cases, the landlord may not be *********** replace all of the carpet or paint the entire house at your expense"

  Business Response

  Date: 12/19/2023

  Cortland does not charge for normal wear and tear on our Final Account Statements. The condition of the carpet was evaluated at move-out. Heavy staining and damage was found which were determined to be beyond what could be considered normal wear and tear. Any damage discovered was photographed and included in the final account statement which is attached. 

• Initial Complaint

  Date:10/06/2023

  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.

  About a year ago I formally complained about the Cortland Northlake Apartment(******* ****) complex lawn. It was in horrible shape. The management at *********** told me they were working on it and had it under control. It is now in the worst shape it has ever been. I sent in surveys online complaining about it and emails to the corporate management team and they said they would send a team out to aerate and seed this past week and nobody showed up. They list list property as a luxury apartment complex. This lawn is in so bad shape as you can see in the pictures i sent that they are false advertising and over charging in rent. I asked for a rent reduction until this gets under control and they denied. They care nothing about their tenants and facilities if they let a lawn get this bad. It's the entire complex and even right in front of the main office. It is very embarrassing. The worst thing about it is that the apartment complex right next door has a beautiful lawn. I want some rent for free or a rent reduction because this won't be taken care of for a long while. Thanks *****************

  Business Response

  Date: 10/12/2023

  Operations leadership spoke with ******* regarding this.Nowhere in our advertising nor in our leases is there any explicit or suggested promise of a pristine lawn 365 days out of the year, so there is no false advertising as claimed. Regardless, the lawn was just aerated and overseeded last week. Due to these facts, our final and official stance is that no rent concession should be provided. 

• Initial Complaint

  Date:09/24/2023

  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.

  My name is ****************************, residing here at Cortland University City, with ***************************. We have signed our lease agreement on July 6, 2022 for 15 months at a rate of $1765 a month.Throughout our living experience here we have come across a lot of issues, including uncleanliness, lack of security, and time taken to address emergency maintenance orders.Some of the main problems weve had would include dirty stairwell and hallway area with spills and even urine from someones pets, causing a strong toxic smell. There used to be weekly cleaning at first, but then stopped and I was also told the cleaning crew is no longer working.The car cleaning station has been broken ever since we moved in, and the dog grooming station is not being clean, causing excessive amount of fur in the tub, clogging the drain and forming an environment for bacteria to grow.The pool seems to rarely get cleaned as well. It is always full of dead bugs and is growing green algae all inside it, which is a health hazard and may cause us things like bacterial infections. I personally had gotten a rash after being in the pool. We were also unable to rinse off due to the pool shower not working.When I brought these things to one of the leasing agents attention. I was told that amenities are a privilege and not something we pay for as residents.There has been a homeless guy on crutches smelling really bad, living in the stairwell of our unit day and night for 3 weeks, charging his phone right outside of the door to our apartment #*** which was allowed to by the lack of security in these buildings. We called the complex about this multiple times, and were told to call the police ourselves.This had made us uncomfortable and scared in our home, and nothing was done about it further.Lastly, when our washing machine broke, we were told that theyre low on maintenance staff and that it isnt an emergency. Meanwhile, seeing maintenance workers outside, sitting on golf carts, on their phones as if there is nothing to be done.We had to spend extra money and time to get our clothes washed for work. After seven days they came to fix it. Nothing was further done about it.Above all, we are now dealing with you not following our leasing agreement!Our lease is to end on October 6, 2023 as written in the agreement.We had let you know we will not be signing another lease repeatedly, plus by email on September 11th The lease states: This leasing contract will automatically renew month to month, unless either party gives at least 60 days written notice of termination, or intend to move out.Key words: This - in which the signed agreement was $1765 a month. Renew -means to begin again/ resume In conclusion, there is no signed agreement between both parties to pay a prorated amount, of a larger amount of monthly rent than is stated in our leasing agreement nor does it state this in the agreement we signed.If you are to follow what states in the lease, since we did give our notice five days late and this leasing contract is to be renewed we should pay a prorated amount from $1765 which would be $294 for October 6 to October 11th unless we can agree on our move out date to be when our leasing agreement ends.

  Business Response

  Date: 09/25/2023

  The onsite team spoke with the resident on Saturday when she gave notice. Per the lease agreement, a 60 day notice to vacate is required or the lease reverts to month to month terms. This is included in all leases,explained during the leasing process, and reiterated prior to the 60 day **** via a renewal letter. However, in speaking with the resident, the onsite team has come to an agreement to waive the 5 additional days.
  
  The community breezeways are cleaned once per week by a vendor and then we also have a groundskeeper onsite. However, we also urge residents to pick up after themselves and to clean up any spills that *** occur in their breezeways.
  
  Our car-washing station suffered severe damage beyond ordinary repairs in 2021. This has been inoperable since and at this time,there is no estimated date as to when it will be again. The community is currently waiting on a new shower for the pool as the old one was damaged to the point of needing to be replaced entirely. The pool is cleaned on a regular basis and is in working order.
  
  The homeless man which you reference has been removed by the community with the help of the local police and has been informed that they are not welcome on the property. If you see this individual back, please feel free to contact the local police.