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

• 

  1201 Park

  1201 E Park Blvd Plano, TX 75074-5335

• 

  Cortland

  2801 Spencer Road Dallas, TX 75208

• 

  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:07/14/2023

  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.

  *** submitted several service requests for repairs to my apartment, but it looks as if only 1 was completed and the other half completed. There is a large crack on the wall in the master bedroom adjacent to the bathroom that is opening up. It was there when I moved in last summer which I noted but at the time it was painted over and closed. I'm assuming there was flooding to the unit or unit above me at some point, but this needs to be repaired.There was a leak a few months back that caused a crack in the ceiling around the smoke detector near the foyer area. The leak left a stain which maintenance appeared to have been painted over but the cracks in the ceiling remain. This needs to be repaired.The moisture vent in the guest bathroom makes a loud whining noise when turned on. I noted this during my move-in as well, but it was never repaired. It sounds like it needs a new motor. The moisture vent in the master bathroom does not make that sound. Service requests have been made on all of these issues but have not been resolved.

  Business Response

  Date: 09/22/2023

  The service team supervisor stopped by ****** home to address the concerns. At this time,he has confirmed that all items reported were addressed. If any other maintenance concerns arise, please feel free to submit a service ticket through the resident portal and we will have it addressed as soon as possible. 

• Initial Complaint

  Date:07/06/2023

  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 recently had an accident and had to get my car repaired , the front window shield was cracked so I had to get that replaced. Im doing so the body shop took my old window shield and the sticker tag for my resident gate access. I realized I couldnt get in the gate without the sticker and went to the leasing office to inquire about a replacement with evidence of the body shop receipt and my auto claim. The leasing agent told me its $80 for a replacement and that is just asinine. I have prof that my window shield has to be replaced not of fault of my own. I cant run around in a damage vehicle. Thats highway robbery, this is an upgrade the complex made that forced me to get this sticker. I dont like that and I think its criminal. The agent said I could use an app but thats faulty and slow, and required me to look at my phone while Im driving. Unacceptable.

  Business Response

  Date: 07/07/2023

  Hi ******,
  
  We regret to hear of your accident and frustration in getting a new decal for your car. If you would like to stop by the office at your convenience, we would be happy to get you set up with a new decal for your car free of any charge. We look forward to assisting you!
  
  -**************, Community Manager

  Customer Answer

  Date: 07/09/2023

   
  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:06/12/2023

  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.

  My name is *********************** I stay in Apt **** in Cortland *********** in ***********,**. On June 6th I received a notice for late payment. When I addressed this with the office I told them that it was paid and showed the confirmation number . One of the employees stated not to worry because it was a glitch in the system. On June 8 ***** I received another notice from the ******************* Manager ********************* stating my rent payment was rejected due to Insufficient funds which was not accurate. The rent was paid on time by my sisters debit card due to my bank having a freeze on it for fraud. My sister called my bank as soon I got the email and they said everything went through successfully on their end and I even got a bank statement stating rent was paid in the total of $2067.86 on June 3***** . It was the correct amount, it was timed stamped and dated! So once again I went to ********************* the manager at the office to try to talk to her and show her all the proof I have that my rent was paid! She looked at me and said you have not paid your rent and I am filling papers to get you evicted she stated that she could not use the bank statement and that it wouldnt matter what document I had to show that the rent was paid. My sister got on the speaker phone to talk with her to see how we could fix the issue since that was her debit card that was used to pay the rent. She asked ***** what needed to be done to fix this issue. ****** supervisor then got on the phone and stated I dont know , I dont work at the bank She then proceeded to tell my sister well he has been late before that was information was not relevant and didnt need to be disclosed due to privacy laws . When I asked ****** supervisor who was her supervisor she stated *** the boss she stated she didnt have a supervisor and that the headquarters were in *******. She did not try to work with me to get the issue resolved and immediately dismissed me.

• Initial Complaint

  Date:06/06/2023

  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.

  After submitting rental payment in full through ACH payment through my bank an error occurred and the payment could not be located. I have proof I had the funds in my account on day of submission and there after. I asked for the return check fee to be waived being id called every day asking on an update on the payment and no one at the leasing office said anything about a payment not being received to avoid me being charged. This company is money hungry. I paid the 75$ return check charge but would like it reimbursed via check. I do not want it applied to my acc.

  Business Response

  Date: 06/08/2023

  Hi *****,
  
  In looking over this payment information with you earlier this week, it was determined that the payment was returned as NSF by your bank.We are unable to waive NSF fees as they originate with the bank and per lease terms we cannot accept partial rent payments. If you have any questions, please feel free to reach out at *************************************
  

• Initial Complaint

  Date:06/05/2023

  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.

  We currently moved out of our apartment in May 2023 and received a refund security deposit of $173 out of our original deposit of $565. Upon move out we took pictures of the apartment and we knew there were absolutely no damages to the apartment so we contacted Cortland Olde ******* leasing office and requested an itemized account statement of the charges because it wasn't included with the check. *****************************, Senior ******************** Manager sent ** the statement and pictures of furniture outside of a dumpster, a closed trash bag and a picture of that same trash bag opened by maintenance that apparently had a receipt in it with my name on it to "prove" that I placed the trash bag there and apparently the furniture too. We were charged a $225 bulk trash removal fee! for furniture outside of a dumpster because a single trash bag opened by maintenance that had a receipt in it. Trash is constantly piled up outside the dumpster and furniture is placed there as well and maintenance move furniture to the location where they took pictures of all the time! Our final water bill statement was $166! We absolutely shouldn't have been charged $225 for a trash bag removal that maintenance clearly opened and made a mess of and furniture outside of a dumpster they "assume" was ours!

• Initial Complaint

  Date:06/05/2023

  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 High croft apartment is trying to bill me and send it to collections for damaged done by their own ex maintenance *************************. They have been treating me to pay or they will send it to collections. There was a $200 deposit I never got back minus a month of water bill.

  Business Response

  Date: 06/06/2023

  Hello,
  
  We do our best to be fair in our assessment of homes at move-out and only charge for damages beyond normal wear and tear. Your garage door had been used for 6 months with a damaged bracket, causing the door panels to pull and warp. We do not have record of a previous service manager damaging the bracket and that employee is no longer with Cortland to discuss it, however as soon as the bracket was damaged, further damage to the door could have been avoided by putting in a service ticket to have this bracket replaced. During the 6 months the bracket was damaged, our team never received a service ticket or any communication in regards to the door. While this charge was initially $1250, after discussion, we adjusted the charge to $450 which just covered the materials. We believe this to be a sufficient compromise and this is our final stance on this matter. 

  Customer Answer

  Date: 06/07/2023

  You guys were notify multiple times about the garage door, even right before we moved out to *********************** in the office and she said you will take care of it.  Your maintenence guy is the one left it like that and you guys failed to fix anything just like it took you guys 2 years to fix a leaking and molded roof and leak from the water tank.  Horrible maintenence and management in the property. Trying to charge a ex-resident for damages you guys caused.

  Business Response

  Date: 06/15/2023

  Su,
  
  In looking over your service tickets, there is no record of a service ticket ever being submitted for the garage and our team was not aware of the broken door until after your final account statement had been completed. We stand by the previous decision that the concession that was already made was fair and no further concessions will be made. This is our official and final decision on the matter. 

  Customer Answer

  Date: 06/16/2023

  Again do you not get your own maintenance guy damage the garage door by unscrewing the two screws and opening the garage door?  Attach picture is how it looks the day of the maintenance guy came. Contact ********************* your own ex employee and bill him.  To think you guys try to charge me for the whole garage door the first time and now reducing it to $450 is doing me a favor?  Look the the damage, if you want it to fix it all you had to do is unbending the arm on the garage door hinge and out the two screws back. Instead you guys are a fraud and trying to charge me for something I didn't even touch.  I can't attach the video when your maintenance guy came on here, because it's too big, but I've show the video and picture to the office and you own words is that I didn't report it, so I'm responsible for it?  I have let the office know multiple times and nothing was done and even let them know the day I was moving out.

• Initial Complaint

  Date:05/25/2023

  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 Mill District - Our garage door was broken which caused me to have to take alternative transportation for a reservation. The door was working properly until 6:25:12 PM on 5/9 and the door was fully operational on 6:36:14 PM. I took an Uber at 6:32 and asked for reimbursement since there was not possible way to get my vehicle out of the garage. The landlord said that they would not because it was repaired quickly. My concern is that they assume that we are supposed to wait around and find out how long it will take to repair which I was not able to do. I simply want to be reimbursed for me having to take an Uber out of my own pocket while the door was broken.

  Business Response

  Date: 06/01/2023

  Hi *******,
  
  Thank you for reaching out. We understand your concerns with the garage door and hate to hear that it caused you to have to seek alternative modes of transportation. We have applied a concession to your account for the amount on the receipts provided of $10.55 and $7.96 for a total of $18.51.Please reach at *************************************** if you have any questions or need assistance with anything else. We hope you have a great day. 

  -**************, Community Manager

• Initial Complaint

  Date:05/24/2023

  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.

  The manager at ***************** is very rude. Ive been staying here for 3 years now and this last year have been living in h*** Its been loose dogs on the property running around I was almost attacked by a dog on may 24, 2023 at 4pm and the manager of the property tells me its not important enough for them to handle right away. This has been my second time complaining about this same white dog in the court yard. Now its 4:40pm the situation isnt still handled. They DO NOT CARE ABOUT THE RESIDENTS! Car has been broken into 4 times and someone stole my catalytic converters on my ******** truck.

• Initial Complaint

  Date:05/11/2023

  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.

  We are current residents at Cortland North Brookhaven. We were never given a parking sticker when we moved in and pay additional money for a garage. We received a parking ticket for parking at our own apartment complex and Cortland will not remove the ticket.

• Initial Complaint

  Date:05/02/2023

  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.

  On sat April 29, 2023 I went in person to Cortland at ************ where I lived for 1 yr after the fact they bought from *************. In the 1 year I was in the apartments not once did I ever pay late nor did I leave because I was evicted. I actually left the apartment clean as possible and returned the keys. I loved living in the apartments but because of a dispute with ************* my lease wasnt renewed something that was solved and paid off leaving my acct with the apartments at 0 and good standing. However, what happened to me on Sat with the new mgm ********************* and PM its horrible. I decide to go in person to the office after several days from emails from Mariella ****** I applied by paper **** verbally explained I need an application fee ***** in a money order or cashiers and a reserved deposit of $250 for apt ****. To reserve and if am denied it will be returned.****** I applied I asked **** what are the issues they consider in a credit she was very clear evictions. I replied I dont have that at all nothing with realestate my only issue is 2 cars from when ***** and **** replied " oh no dont worry about that" I trusted that wouldnt be an issue. I went to Publix and bought 2 cash money orders ***** and ******. **** also explained she takes care of the approval process. It can take 24 to 48 hours. Cortland Mgm processed my application via Real page my credit is in the 600s I have no late payments for the last years . I have no realestate issues. I have if any 2 under 300 collections. That am disputing. I have 2 charge offs with cars. I just got approved by a bank for 13k but these mgm without any process decide to Deny my application based on credit unsatisfactory. Never considered to even call my jobs , landlord nor considered the positive consistency On Monday May 1 I called 4 times the office for an update no one never once answered the phones. Nor did ******** or **** even replied to my email. ******** replied the following day May 2 but never *****