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:05/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 made a work order on 01/03/23 for mold on our patio door. They did not attempt to call, email, message us in any way letting us know what they planned to do about the mold. They didnt even come fix it until 01/25/23 which is already unacceptable and way too long and didnt even fix it they just painted over the mold so it grew back almost immediately. I made another work order on 03/11/23 again no call, email, nothing. They eventually on 03/29/23 claimed the issue was resolved which obviously these people had never even touched the mold or been in my apartment because the key they had at the time didnt work to access my apartment and I never let them in and the mold was still there. So I made another work order on 04/07/23 because that's when I had noticed they closed my original work order. In this time we had already had several other issues with this complex with our garage and they've caused both me and my boyfriend a TON of stress. I was sick for a long time from the mold in here and we don't feel like our apartment is a clean place for us to live. I don't even know if they fixed the mold right this time and we no longer want to live here

  Business Response

  Date: 07/10/2023

  Hi ******,
  
  We regret to hear that you have had these frustrations during your time with us. While we know things in any home will need repairs at some point, we always work to ensure that we are addressing those concerns as quickly as possible. When we were first notified of your concerns of organic growth at the bottom of your door, our team first came to inspect the area. For any organic growth concern, it is critical to understand the cause of any moisture so that it can be addressed at the source, otherwise the organic growth is likely to return. In this instance, it was determined to be a humidity and airflow issue and that a small area at the bottom of the door would require removal and encapsulation. We had a vendor who specializes in this work come out to clean area with a microbial solution to kill any organic growth, prime it with Kilz to prevent future growth, and then paint back over it. You were present when this work was completed and we are always happy to explain what we are doing when making these repairs.
  
  Unfortunately, we then received word that the concern had returned. Our vendor was scheduled to come back out and address it again,however the door key did not work when they arrived. This was miscommunicated and resulted in the ticket being closed out mistakenly. We sincerely regret if this came across as if any member of our team was trying to avoid addressing the concern as I can assure you that was not the case.
  
  At this point in time, the decision has been made to replace the door entirely and this work was completed on Friday, July 7th. If you would like to discuss these concerns further, please feel free to reach out at ************************************** and we would be happy to assist you further.
  
  -Your Cortland Gateway Park team

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20005481
  
  I am rejecting this response because: I put in the original request on 01/03/2023 and it took you guys 7 months (07/07/2023) to finally finish fixing this issue. Not to mention every time I called and spoke to someone in the office to address my concern I was met with attitude and pretty pathetic excuses as to why the issue was unresolved. We never got what we had originally asked for either, which was our rent to be compensated from 03/15/2023 (96 hours after the second request was put in) to 04/13/2023 when it was resolved as the apartment was basically uninhabitable because the mold was making me so sick I avoided being home as much as possible and was unable to relax when I was here from migraines, coughing, or throat irritation. So even though the issue is "resolved" I still feel that my concerns were never taken seriously or addressed properly and basically 1 months rent seems like a very small reparation on your end considering it took you 7 to fix this.

  As for the key not working, when I called and asked why I hadn't gotten a phone call or email about them even attempting to enter our apartment and were unable to all I was told by ******** was "we do make phone calls before coming to work on things" and when I said no I hadn't received one all she said was "well we do make calls". 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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 believe I should not be charged for more money than my normal lease end. I sent a termination letter more than 60 days before lease end of May 29th. I moved out on Apr 17th and gave them the keys.My understanding was that I would pay for one month more. I was charged for one month plus enough fees that make it another month.This seems fraudulent. Not only do they have the apartment early to rent out. They have charged me for more than the amount I would pay if I held on to the keys and they did not have them available. They basically can now have both me and someone else paying for the same apartment for the next two months.

• Initial Complaint

  Date:04/20/2023

  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.

  I never heard of the complex until I saw it listed on my credit report and rental report which caused me to get denied housing. I never lived there. Potential landlords even confirmed this when trying to do a resident verification. Ive suffered damages due to it being on my credit. Remove the entry on my credit and rental report. Send letter confirming I never lived there and that process of correcting my credit and rental reports is going on.

• Initial Complaint

  Date:03/29/2023

  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 was informed by my co-worker *********************** at a retail store she was a leasing agent at the Cortland on North Beach St ********** ** *****. I had completed two leases at this location years prior ending in good standing. *********************** informed me she was able to save me $500 for move in special when it was advertised as $300 online. I disclosed my concerns of my upcoming credit drop due to a repo. She informed me the credit score & repo wouldnt effect being approved as long as the proof of income qualified. I was then told to come in before opening but not to tell anyone on 3/25/2023 to start the application process.On 3/29/2023 she txted to confirm my 11am tour of the actual unit & to complete the process. Within the hour she called & informed me I was denied due to a skip I was unsure of what that meant & she didnt explain it then directed me to real page to obtain detailed information in regards to the report. I was then informed by real page I needed to file a dispute due to Cortland having all details but wouldnt release them to me due to privacy rules. I received 2 emails saying I was denied for fruad & insufficient rental history & credit insufficiency. Then a 3rd stating it was insufficient rental history. *********************** then told me I misunderstood everything, never came in, & never said the only thing that matters was the proof of income. She refused to let me speak to her manager after I simply asked why she had lied from the beginning & then proceeded to hang up on me. When my boyfriend called to confirm the address for half the refund of the application fees, she was rude, snappy & unwilling to check if the address was correct. I have two co-workers that told the same thing to that are both willing to write statements confirming all of her lies she is addressing.

• Initial Complaint

  Date:03/22/2023

  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 applied to these apartments and was denied- the team was already uninvolved and hard to work with. You can ask the property manager as I spoke with her via emails about my concerns, but its been well over a month and I have no recieved my $200 admin fee back. It doesnt take almost 2 months to return it. After speaking with a leasing consultant they told me they issued me 2 checks one in february but it was for some reason voided and sent another one a month later. with no explanation as to why or when Ill be receiving my money back. Apartment complexes are corrupt in enough ways already, why play around with refunding someones money. Its not like they dont have it to refund it. There has to be some kind of law that if its not returned in X amout of time something witll be done. Ill do my research.

• Initial Complaint

  Date:03/21/2023

  Type:Order 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 purchased an admin and two application fees to Cortland ****, with the intention of becoming a resident in their apartment complex. The application fees were $99 for each applicant and the admin fee was $250, totaling $448. We were in talks with a leasing agent before making the move to *******. As the date got closer to move in, communication with the agent ceased. Unfortunately, I had to go with another complex, Solstice *******, to accommodate me and my family. Expected move-in date was May 11th but communication stopped April 15th, after being approved. The payment was made April 12th. After being ghosted and not being able to go with my first choice, I visited Cortland Nonas leasing office to see what happened. Also wanted to see if they could honor the application fees and admin fee. Nothing. We found out that the emails the agent were supposed to send, werent sent at all. The agent showed us her computer and it showed they were never delivered. The agent even suggested for me to pay another $450 to lease. Despicable, aggressive and money hungry. They claim the emails werent sent because of an issue on their end with their system, but I lost my money. How does that work? No resolution dealing with merchant, and left empty-handed. I dont think its fair that I lose out on $448 for something thats not my fault. I decided to dispute with my bank because I had proof of being ghosted and having to move in to another complex because of the agents mistake. Not to mention SOMEONE SIGNED A LEASE in my name after ghosting me as if I was a resident. A few months pass and I get a call from a debt collection company on 8/11/2022 saying I have a debt to Cortland, asking for $498, which is $50 more than I originally paid! I disputed with my bank and won. The collection is still there and will hinder future dealings. I would like for it to be removed and for us to come to arrangement. Some accountability should be taken for them preying on people out of state.

• Initial Complaint

  Date:03/19/2023

  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.

  I am 1.5 months late with rent....offered to pay partial and balance on 4/11/23....they flat out refused ?? I have been here for 4 years and NEVER been treated like this! DO NOT EVER MOVE HERE OR ANY OTHER CORTLAND PROPERTIES!!! I have always been able to pay a few days late or in time and this is how they treat me after 4 years of being a tenant!!!??

• Initial Complaint

  Date:03/18/2023

  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.

  On Tuesday 3/14/23. My daughter and I visited Cortland *************** for a tour with Leasing Consultant ********************, (very nice lady) after I arrived I stated to ********* that had a Section 8 housing voucher she told me that was fine because the property just started accepting the housing voucher I told *********** was looking for a 3b/2b for my son, daughter and myself and was looking to move by the 31st of March and what were the qualifications did I need to have and did I still need to make 3x the rent. She told me no evictions and my voucher will be added in the 3x the rent amount as well as my income which was fine. We went on the tour there was 2 different apartments one for $2807 and one for $2901 I chose the apartment which was listed for $2901 and was told to do the application for my daughter and myself. Once I completed the application which I paid $224 for myself online I received via: text from ********* that my screening looked good and because my daughter is 18 I would need to pay $224 for her as well and fill an separate application for her. March 15, 2023 I took a money order for $224 to the leasing office on behalf on my daughter. Today 3/18/23 I called to check the status of my application and was told by ******* that it was denied because I didnt make 3x the rent I asked ******* did she talk to my case worker she stated she did not speak to my case worker and tried contacting her 3x a day and was unable to reach her so she calculated my income and determined that I didnt qualify based on my income but how could that be when Im on a government program that Cortland Portofino accepts and the process wasnt completed. I dont feel like I should have never been denied when my case worker was never contacted thats not fair to my kids and I.

• Initial Complaint

  Date:03/03/2023

  Type:Order 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.

  Cortland has a listed amenity for their communities, Valet Trash to whom they have had a contract with. I have been a resident for three lease terms with Cascades at Northlake (*********, **). This service has been unacceptable. I have voiced my concerns many times at the office and corporate level. In reviewing the lease agreement, I have upheld my end, Cortland has not. I have paid for this service, $7, Trash Bin/Monthly $25, ********************************** was supposed to happen Sunday-Thursday/weekly. This was not the case. Valet Trash did not consistently remove the trash when scheduled and/or if the individual did not choose to come to the top floor (which is where I live) they did not. Each time that I complained, I received the same response, we are working on getting out of the contract. That is not my concern, my concern is that I still pay for this service monthly, and I have not received it. It's not optional to not pay for the service or you run the risk as submitting a partial rent payment.Cortland has done nothing or offered anything to its valued tenants after countless complaints.

• Initial Complaint

  Date:03/01/2023

  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 went to ******************** on 2/24/23 I submitted a application. The back and forth with the approval department was very unpleasant. After the paperwork advised me to submit 3 months pay stubs I was then advised to submit 3 months banks statements. *** worked in finance for over 10 years had numerous units and this approval process was the most unstructured and unprofessional I applied to the Cortland property because I was under the impression that it would be top of the line service. I would like to request a refund of my application fee and admin fee. The entire process has been stressful and unprofessional.