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

  900 Battery Ave SE Atlanta, GA 30339-3008

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  1201 Park

  1201 E Park Blvd Plano, TX 75074-5335

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  Cortland

  2801 Spencer Road Dallas, TX 75208

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  Attiva Park

  3850 Silverton Cir Fort Worth, TX 76133-3824

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:09/19/2023

  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.

  On 8/30/23 I applied for an apartment based on the advertised promotion. Applicants could receive up to one month free and waived app/admin fees. I filled out the application, but at the end it asked for app and admin fees to be paid. I called the leasing office and was told that it was a deposit towards move in cost. After I paid, I waited some days and received an email that I needed to submit additional information. After speaking with a few of the leasing agents, it appeared to be some miscommunications. One agent was unaware of the promotion, etc. I changed my mind and requested to cancel application. When I spoke to the property manager, I was offered a refund of $200. On 9/8/23 I insisted on a full refund and I have not heard back from the property manager yet. I called the corporate headquarters and the phone goes to an answering message.

  Business Response

  Date: 09/25/2023

  Hi ******,
  
  The community manager of Cortland Mallard Creek has reached out in regards to your concern. It had been communicated to you previously that the app and admin fee would have to be paid online and the amount would be credited back to the account. As of this time, a ticket has already been submitted and processed to ensure that you receive the full amount back. 

  Customer Answer

  Date: 09/25/2023

   
  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:09/14/2023

  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 have been a resident since 2020. For the past 2-3 years, I have been facing a persistent and severe infestation of gnats and fruit flies within my apartment unit at Cortland Decatur East. This issue appears to be most pronounced during the summer months. Despite my repeated efforts to resolve this matter, the problem remains unresolved. I have taken several steps to address the pest infestation, including opening numerous service tickets with the management, subjecting my unit to multiple extermination sprays, and using traps that have left my living space smelling strongly of vinegar. Regrettably, none of these measures have succeeded in eliminating the gnats and fruit flies. Upon discussing this matter with the building management, their proposed solution was for me to relocate to another unit within the complex. However, I am concerned about the financial implications of such a move, given that I am currently under a 13-month lease agreement. My decision to stay at Cortland Decatur East and initially move here was largely influenced by my desire to provide my child with the opportunity to attend a nearby high school, as she is currently a senior. I believe that a permanent resolution to this pest issue is necessary and should be prioritized. While I am open to the idea of moving to another unit, I firmly believe that I should not be required to cover the associated costs, considering that I have endured this gnat and fruit fly infestation for the past three years.

  Business Response

  Date: 09/19/2023

  Home was inspected again yesterday as well as the nearby trash room by Cortland's service team. Aerosol fly bait was placed on the door, inside and outside, as well as on the backsplash in the kitchen and in the cabinets. Small fly lights were also ordered to be placed throughout the home. ******* was also given enzymatic drain cleaner in case they are coming from the drains. Pest treatment was also applied to trash room.

• Initial Complaint

  Date:09/07/2023

  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.

  Cortland at Gateway park, or Cortland Living, is the apartment complex I choose when relocating to ******. It's a beautiful lie of a website. It boasts a gated community, a heated pool and spa with hot tub, a beer fridge, resident lounge with games, a walking trail, a fishing dock, a playground, a dog park, and fitness group classes. Most importantly, Cortland is big on advertising community events for their residents. Food truck nights, parties, crafts for kids, Easter bunnies. We've now lived here for 8 months, and the gate has worked for a total of 6 hours before it was broken again. It has sat broken since. The hot tub has been closed the entire time, and is now cemented over with rocks. The pool no longer has the cabanas listed on the website, and was only open for the month of August. It is no longer heated. The beer fridge has been empty since March. The games and lounge are always being used by, who I now know to be the manager, *****. The walking trail is overgrown. The fishing dock is in disrepair. The playground is outdated and dangerous. The dog park gate is broken, and full of nothing but dog s*** The fitness classes are no longer available, and there have been NO community events since April. I have a service call still in from FEBRUARY. They are no longer updating social media, they do not approve resident requests, they do not answer emails or phone calls. I have documentation of everything. Most recently, and the reason I've decided to go public, is that 8 out of 7 of the dumpsters areas are SO full of trash on the ground, that it is stacked 2 - 3 feet high, and now FILLING into the parking lot. Today I finally got ahold of the front office, and the young girl (I can never remember her name, but she's about 12 years old it seems), told me too bad, and that she was not going to take a message for her manager "*****", and then HUNG up on me.

  Business Response

  Date: 09/19/2023

  Thank you for taking the time to share your thoughts with us. We're disappointed to hear that youve not had a great living experience in our community so far, and wed love this opportunity to address some of the issues mentioned in your review.
  
  Unfortunately, we did experience ongoing issues with the hot tub, so the decision was made to close it permanently. We also experienced some issues with our pool plumbing and heating which caused a delayed opening. We understand your frustrations and we regret that it has caused a negative experience.
  
  While we do our best to answer calls as they are coming in, if all our associates are busy, we may not be able to take that call right away. However, we strive to respond to all voicemails and emails in a timely manner.
  
  In terms of trash, our service team works diligently to check and clean the trash rooms every morning just in case the liners need to be changed or there are pests present due to loose trash in the bins. Our team is aware of the trash issues, and we are in communication with our trash vendor to rectify the overflow.
  
  We've recently been experiencing some staff turnover which has prevented us from being able to adequately plan and execute resident events, culminating with us rebuilding our entire maintenance staff. We would love to host reoccurring events on-site, and we appreciate your patience as we work through these hurdles.
  
  We understand the frustration with the gate being out of order. We have been working to get it fixed through our 3rd party gate repair vendor, but unfortunately, there is a shortage of parts which continues to cause delays.
  
  If you would please reach out to our office team at *************************************** I would love to discuss your concerns further and work to rectify these issues for you and ensure that you have an enjoyable experience living here.
  
  - The team at Cortland Gateway Park

• Initial Complaint

  Date:08/19/2023

  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 live at Cortland *****************. My AC has been broken for 2 weeks straight. I had a brand new AC put in September 2022. Then the complex hired some 360 energy company to upgrade our ACs. They ruined my AC. It froze 3 days later and twice in couple days. Maintenance came out to fix it and then it froze again on Aug 5. I went to the front office and they gave me a portable AC unit. And told me they would be by on Monday to fix it. I submitted a maintenance request. I went by the office 3 times and even spoke to the maintenance guy. I went out of town for a week hoping it would be fixed. Its now Aug 19 and it is still not fixed. I have lived at this property since 2017 and it was fine until Cortland took it over. This is ridiculous. Fix my AC! I will be leaving this place once my lease is up and be telling everyone I know not to live at ANY Cortland property.

  Business Response

  Date: 09/19/2023

  Hi ******,
  
  Our service manager came out two weeks ago and replaced the condenser on your AC unit. We followed up yesterday and you reported that it is working properly, but if you experience any other concerns, please let us know!

  Customer Answer

  Date: 09/19/2023

   
  Better Business Bureau:
  
  They have come out and fixed my AC. Its been resolved. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/18/2023

  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.

  I reside at Cortland Congress Park and they are renovating units within the community. On Friday August 11,2023 they started demolition of the unit above me and there was no notice given and I had to leave my unit because the noise got so loud and disruptive that my dog and I could no longer stay in my home. The following morning workers were in the unit at 7:30 in the morning making excessive amounts of noise and blaring loud music. I have gone down to the leasing office on several occasions asking for assistance and reasonable accommodations during this time. They keep reassuring me that they will speak with the construction manager and team and reiterate that they cannot be in the unit until 8am to begin work. Each morning this week they have been in the unit prior to 8am and in some cases as early as 6:58am. The only day they werent in the unit before 8 was on Thursday the 17th. Each day I have emailed the community manager to document my issues and express my frustrations. They have offered to allow me to use the model unit so I may work from there, but it doesnt have Wi-Fi and I need that in order to work. This is not a reasonable accommodation and I cannot continue to be displaced from my home each day and pay over $2K in rent for a space Im not in. This project is expected to last ***** days and I would like to find somewhere else to live during this time, but I dont think I should be financially responsible for it. There are additional units on either side of me that will need to be renovated as well, so this is going to be an ongoing issue where I will be disturbed and displaced from the place Im supposed to call home. I would like for them to provide me with an alternative place to live and take money off my rent since I will not be residing in my unit until the project is complete.

  Business Response

  Date: 09/20/2023

  Included in all resident leases is a construction addendum which is also explained verbally during the leasing process. This addendum acknowledges that existing, on-going, or future construction may affect the use, view, or enjoyment of the community.  Specifically section 6 of the construction addendum acknowledges that renovations can cause noise and other disturbances which may be beyond the control of the owner and despite these potential inconveniences, the resident is still responsible for the obligations included in their lease. With that in mind, Cortland does not offer concessions or billing adjustments due to inconveniences that arise out of renovation work. In the past, the onsite team has offered to transfer ****** or provide an alternative workspace which is still an available option. 

• Initial Complaint

  Date:08/04/2023

  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.

  Cortland North Druid Hills advertises itself as a ********************* In the Lease Contract, there is a Smoking Addendum that prohibits smoking at the complex. I have informed the complex of smoking violations and to my knowledge they have not issued a violation/fine to the unit I told them about. They informed me they issued a notice to the unit. Also in the Lease Contract, there is a Landlords Commitment to Enforcement of Crime/Drug Free Addendum that states that the Complex "is, and will continue to be, a drug free community." In my experience, the complex is NOT drug free as the smell of marijuana is frequent. The Complex has acknowledged the smell of marijuana by the resident gate, and has acknowledged that there are "repeat offenders" to the No-Smoking policy. Yet, they rarely send out emails regarding the No-Smoking Policy (the last one i received was in 2022). However, they frequently send out emails regarding the Pet Policy. I want them to do the right thing and provide residents with a smoke-free and drug-free place to live, as is mentioned in the Lease Contract and Addendums. I am writing this to warn others so they are not surprised when their ********************** is not Smoke-Free after all.

  Business Response

  Date: 09/19/2023

  Hello ******,
  
  We understand your concern in residents not following our smoke-free living policies. I want to assure you that each time we receive word of a resident smoking, we take action to stop it, however we cannot discuss whether or not another resident has received a lease violation for any reason as that is confidential between the office and that leaseholder. We also send out emails reminding residents of our smoke-free policies just as we do with our pet policies. If you would like to discuss this further, please feel free to reach out at ***********************************************************. 

• Initial Complaint

  Date:07/26/2023

  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 have been with this apartment complex since April of 2023, since weve moved I have filed serval complaints regarding how filthy things were, and how we keep having ant issues! We have had an ant infestation since we have moved up I have filed several complaints regarding this everytime the send the pest people out they still do not listen they treat the areas that they WANT and feel like the ants are coming from when I have stated serval times we have ants all over our clothes, shoes etc. have a a 3 years old daughter whose toys I have had to throw out due to me having to bleach them because of the amount of ants that covered her toys! I cannot keep living like this! Just two weeks ago I complained about the same issue and they sent someone out while I was in the shower and he entered my home with his own key with no warning, no heads up or anything! I have multiple videos showing proof of the amount of ants I have been dealing with as well!

  Business Response

  Date: 09/20/2023

  On 4/29, 8 days after move-in, ****** informed the office team of maintenance concerns and items not being cleaned properly in her home.A $100 credit was applied to her account for these issues and had our service team out to address the concerns. A week later ****** informed the office of ants in her home. Cortland offers all residents a 45-day guarantee wherein a resident can choose to leave within 45 days of their move-in without penalty which at this point, ****** decided to use. In the meantime, her home was treated for pests for two weeks and ****** decided to cancel her move-out.Treatment was denied by the resident on the third week, claiming that the pest control concerns were resolved. Nothing was heard in regards to pest concerns from ****** again until July 7th when she demanded treatment. While pest control generally only comes out on Thursdays, the office team paid for an emergency visit from our pest control team to treat her home as soon as possible, however was unable to enter the home as ****** was not present. Pest control came back out the following week and service was once again denied. Pest control came by yet again on 7/20 and was yet again denied entry and service was refused. On 7/27 pest control came out again and was able to apply treatment and regular treatments were applied all through the month of August. On 9/8 service was refused, but pest control treatment was since applied again on 9/15. Throughout all of this, the onsite team has kept in regular contact with ****** and made multiple good faith attempts to resolve her concerns. Due to this, no further concessions will be applied. This is Cortlands official and final stance on the matter.   

• Initial Complaint

  Date:07/25/2023

  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 move in to Cortland at the hills on 23 June. And I noticed there is a wired odor in my room, I asked the leasing office to find odor company to deal with that, after 3 days I come back I found the odor is still there and cause me cough if I stay in the room for over 30 minutes. I have no choice but to keep the door, the window open and air purifier on for whole week and live with my friend.One week later I come back due to the inconvenience but still can smell the odor. I'm concerned about that, so I talk to the leasing office again and again, but they said they walked in my room themselves (without my consent) and claimed there is no odor. I still feel worried as the cough getting worse as I live in the room, so I bought a air quality detector in early July, and it shows that the formaldehyde and TVOC in the room all exceeded safe level, which possibly explain my cough. I did some search and talk to the leasing office again, I said they should let me move out and refund my July rent fee, as it's bad for my health and basically for the first 2 weeks I was not able to live there, and now I have no choice but to live here and cough. But the staff was so rude and she claims I put the detector on the highway to "make" the data and after I show her the video in the office she said my detector is inaccurate. I said she can find a testing company to prove me wrong but she refused and said that I have logic issue, there is no ground for her to do that.I also went to the urgent care to make sure it's not virus or covid, but as there is no solid test or antidote for formaldehyde, the doctor suggest me to move out ASAP. I find a attorney to help file a demand letter but they simply don't reply to it.

• Initial Complaint

  Date:07/24/2023

  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'm very upset about my recent experience. My application was declined at Cortland Waters Edge property in Farmers Branch and I was told that I would receive a full refund of $225 on June 23rd. I also explained to leasing agent *********************************** that I had to move from the apartment address on file in ******, ** due to a leak in the apartment that caused mold and would need the refund check to be mailed to my preferred address that matched the address on my drivers license which was provided at the time of my application and also submitted when I provided the agent a copy of my drivers license upon touring the apartment. ******* confirmed verbally on the phone that she would escalate this request to the corporate office and also assured me that I didn't have to worry about any problem receiving the refund check via email. She did not fully explain the ****** complicated corporate protocol nor did she send my update about the request for mailing the check to *********** address to the corporate office. Even now 30 days after the account was supposedly "closed" , no check has been received. Many email threads have been exchanged back and forth but it is clear that ******* did not uphold her promise to have my refund check mailed to my correct address. She told me that the check was mailed but it is obvious that the check was sent to the incorrect address. When I asked for ******* and her manager *********************** to provide me some confirmation that the check was mailed to me at my correct addresss they went on and on trying to blame me for making a dispute with my bank but dismissed my attempts to verify the actual address that the check was sent to referenced by *******. This is clearly an oversight and example of a team that wants to pass the blame on me unfairly. I really dislike being dismissed and undervalued by people who do not follow through on their promises. I want this $75 fee to be waived and no collections reported on my credit.

• Initial Complaint

  Date:07/19/2023

  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.

  Cortland Hunters Creek uses vendors to tow Tenants vehicles that have expired tabs on their vehicle. They are targeting plates that are out of state, and tenants whose leases are about to expire. I never had this problem until I decided I would not renew my lease with them. They have tow trucks monitoring the lot during the day to intimidate tenants. The property manager told me it was to keep the property up to date, but they dont resolve any of the other security and cleanliness issues around the property. It appears they are doing this to collect more money from their tenants. Its a scam. The vendor they used also damaged my vehicle in the process.

  Business Response

  Date: 09/19/2023

  We work with towing vendors to ensure that our parking lot is free of abandoned, inoperable, unregistered,or illegally parked vehicles. We make no money off of towed vehicles and pay our vendor to enforce this so we can ensure residents have ample parking. These parking policies are in our community lease agreements as well as communicated verbally during the leasing process. Your vehicle's registration had expired a year and a half ago, so our towing vendor flagged it per our parking policies. We always place a sticker on vehicles to give 24 hours of notice prior to towing a vehicle to allow for residents to contact our office and resolve the issue.

  
  -Your Cortland Hunter's Creek team