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Business Profile

Real Estate Investing

Cortland

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 179 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/13/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have recently been informed that the Cortland apartment complex has accepted our application fee of $99 and administrative fee of $349 through debit card, conducted a credit check, and confirmed a move-in date of January 10th, 2023 for an apartment unit. However, we were subsequently informed that the unit had been rented to another party without our knowledge, constituting a breach of contract on the part of the apartment complex. Despite our repeated requests, the complex has refused to return our deposit and administrative fees for a period of 30 days. Furthermore, we have attempted to negotiate an alternative unit of similar characteristics and pricing, but the complex has been unwilling to accommodate our request. We strongly urge the complex to take responsibility for their actions and to find an amicable resolution to this issue.

    • Initial Complaint

      Date:01/10/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied to live at the apartment community. My application was denied. Of the $349 deposit and application fee $250 is refundable. I have spoke to the manager several times and have been assured that a check was mailed. To date I have not received a check. I need help getting this issue resolved immediately.

    • Initial Complaint

      Date:01/02/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was affected by pipe burst out in my apartment at Cortland Canyon Creek community in **********, ***** on 12/24/2022. I was in ******* on vacation when this happened. I came to know about my house condition from my friend who is living in same community. No one from the community helped or came to my apartment on the day incident happened. I had to talk with fire fighters on the call to save my apartment and my belongings. After checking inside condition of my apartment. I had to shorten my vacation and had to pay extra 600$ to book the first available flight. When I talked with community manager, she refused to give any credit or compensation for my loss. Whole restoration process will take 4 weeks. They asked me to pay the rent for whole month even though I am not going to live in my apartment. This is unethical. I am going through mental stress and sleepless nights since 1 week. I am asking for compensation for physical and mental stress in terms of giving credit for 1 month of rent, moving me to next available apartment in same community (whether it's 2bhk), reimburse for the cost of movers and giving credits for electricity bill (due to 24x7 consumption of dehumidifier and other equipment that is causing my electricity usage spike of 10x).

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I completed the apartment complex application process approximately 60 days in advance, before moving date on Nov. 15, 2022. I stop by the complex multiple times (sometimes with set appointment with a leasing agent), including the day before moving in. They kept saying the apartment was not ready, but will be ready on the anticipated moving date, it wasn't. After hiring movers help and having a moving tuck with my belongings, and have no choice, but moving in an unfinished/dirty and unsafe/unsuitable apartment. The condition of the apartment included, a dirty oven with food remains, a faulty dishwasher with rusted/broken pieces, electrical outlets not functioning, floors completely dirty and other items. I notified management multiple times (email, stop by the office). They promised to arrange the repairs, but failed to do so. I informed the office that it was okay to come in and make corrections to the faulty items, that my time was open within the week (11/15). They maintenance person didn't showed up when expected, and miss the appointment arrange by the front office. I sent them picture of the condition of the apartment, which they have also noticed when conducted( by ****) a walkthrough the date I moved in. After a week of no response, on 11/21, since they did not make an effort to get back to me or made the repairs in a reasonable time (1-week), I emailed the property management and requested reimbursement for every day the apartment was not suitable/compliant. I informed them that they needed to reimbursement until all items were corrected, on the basics that they failed to fulfill their obligation or do their due diligence to make the apartment and turned in to a tenant, in good working condition. They were suppose to apply the credit/reimbursement to the next monthly billing cycle. They failed to do that as well, and decided to ignore my communication requesting a reimbursement and billing statement. The repairs were partially completed at different times. The major repairs were completed on Dec 13, a month later (I moved on 11/15). On 12/28, they decided to finally answer my email, saying that they won't provide reimbursement after repairs are made. They waited, for that to follow up on my request, after I contacted them many times asking for an answer. I am requesting them to reimbursement for an entire month of rent in the amount (Nov. 15 -Dec 13) of $1471.00, if pay by December 30th. Otherwise, I am requesting them to pay $1471.00 plus 10% for each day the payment is not received. Which is the daily percentage (10%) rate, they will charge per each day you miss payment to them.

    • Initial Complaint

      Date:12/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sent from the all new *** app for Android ----- Forwarded Message -----From: ************************* <***********************>To: "Untitled *****" <***********************>Sent: Sat, Dec 24, 2022 at 10:05 PM Subject: Fw: Are You the Victim of ******* Discrimination? Take HUD's Survey Today!Sent from the all new *** app for Android ----- Forwarded Message -----From: "Untitled *****" <***********************>To: "FHEOAtlanta*******Review" <********************************>Sent: Wed, Dec 23, 2020 at 2:24 PM Subject: Re: Are You the Victim of ******* Discrimination? Take HUD's Survey Today!Thank you so much. I reached out to HUD initially and ****** COUNTY **** ******* and got no response due to onslaught of COVID ****************************************************************** were dis-shuffled just added are still today. I completely understand the delay and gave worked for our government both City and Federal with my primary focus being to minimize and/or resolve disparities in communities that are least and less often served. Those being diverse communities of color and Im taking the stand after my experience of harassment and abuse to be an advocate in the area of subsidized housing and HIPPA housing regulatory guidelines in discrimination against the disabled. It is my goal to wipe out and bring to light every instance of unfair and impartial treatment in ******* and request a formal federal agency review.Merry Christmas Sent from my iPhone On Dec 23, 2020, at 1:19 PM, FHEOAtlanta*******Review <********************************> wrote:?Hello **************, Thank you for reaching out. Which ******* ***************** property are you inquiring about? Unfortunately, our review does not cover the eviction moratorium but I would encourage you to file a fair housing complaint. The number you can call to file a complaint is: **************. Thank you, HUD ****** of **** ******* and Equal Opportunity ******* ***************** Compliance Review Team From: Untitled ***** <***********************>Sent: Tuesday, December 22, 2020 5:31 PM To: FHEOAtlanta*******Review <********************************>Subject: Fwd: Are You the Victim of ******* Discrimination? Take HUD's Survey Today! Sent from my iPhone Begin forwarded message:From: Untitled ***** <***********************>Date: December 21, 2020 at 7:05:14 PM EST To: FHEOAtlanta*******Review <********************************>, Untitled ***** <***********************>Subject: Re: Are You the Victim of ******* Discrimination? Take HUD's Survey Today!Dear Sir/*****: I really need to talk to someone about verbal intimidation by management supervisor and how she use strong tint and harassment towards a number of disabled HUD tenants. I experienced the abuse first hand wheel the Pandemic first begun and we all were unsure how to cope ir what to do with necessary safety issues to prevent acquisition of COVID 19. Briefly, ****** county government made legislation stating that no one could be charge late fees for rent and no one could be evicted for non payment of rent. I been here approximately 6 years and I have never been late on my rent and have complied with HUD participation requirements to the upmost percentage. However, we had a site review and management has always fallen short of meetings standards required by your agencys guidelines and I had issues that I report to HUD inspectors and I was first told and noted as a snitch that was the lead up to the stealing of a $100 of government funds from me. I paid my rent on as always I budget prior months even before that month is due I got it. But during the beginning of onslaught all were told to stay home including bank staff. My rental payment was in my account as all ways however it was in the savings account that is used so I wanted even attempt to spend it. So what happened my eCheck was returned for insufficient funds in checking but when bank employee are ******* system this does not occur it is immediately drawn from my savings account as I have directed on my account. When I was notified that my payment was returned I immediately contacted the bank and they attempted to phone manager to have them resubmit payment she would not speak with the bank and I was told they only do submitting it one time and if not processed I at that time I am being charged a $100 for NSF for 1 day because of the error and if I didnt have the $100 when I paid rent she would not accept rent and she would start eviction process. As you are aware I am disabled placing me in a higher risk factor for acquiring COVID **************************************************************************************************************************************** place. So I was fearful of losing my housing so I complied to her threats by putting myself at risk yo obtain money order. I was verbally abuse and threaten of eviction even with laws imposed stating that you cant evict tenants during this time. I called the corporate office requesting review the manager lied and told reviewer that I had been late on paying my rent but when I asked for a copy of when I was late she could not provide but instead continued to be in defiance. Please I need your assistance the proper word is help? Sincerely, ************************* Phone: ************ Sent from my iPhone On Dec 21, 2020, at 3:01 PM, FHEOAtlanta*******Review <********************************> wrote:?REMINDER SURVEYS ARE DUE BY JANUARY 4, 2021!!!Please disregard this message if you already responded You are receiving this email because you either live or lived at a property owned or managed by the ******* ***************** (AHA). As mentioned in the notification that you received from AHA on November 16, 2020, the **** ********** of ******* and Urban Development's (HUD) ****** of **** ******* and Equal Opportunity is reviewing AHA's policies and procedures related to individuals with disabilities. Part of our review involves speaking with tenants. We created this survey to learn about your experience living at an AHA property. The survey is completely voluntary. Your responses will be used for investigative purposes and may be shared with AHA with your consent. Based on your responses, you may be contacted for additional information. If you would like assistance filling out the survey, please contact ************************* at *********************** or at ************ between 7:00am and 3:30pm EST. Please click here to start the survey now. Your response is due by January 4, 2021. Thank you for your participation! Sincerely, HUD ****** of **** ******* and Equal Opportunity ******* ***************** Compliance Review Team

      Business Response

      Date: 12/19/2023

      Hello,

      As NSF fees are placed by the resident's bank and not Cortland, we are unable to refund them. This is Cortland's official stance on the matter. 

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My apartment complex office managers refuse to render me assistance. I pay for services that aren't followed through on. Im not given an option on the paid service I have to pay it and then he complex doesnt follow up on the service being payed for. Ive also filed multiple service requests that are and were never addressed. Ive had service requests go months unanswered. Today they towed my car from the free parking when im a paying resident and i cant take the lack of service or accountability any longer. They also leave my living area outside my apartment degusting full of trash water/juice and debris with no concern to me. they resurfaced the parking lot and gave literally no physical way for me to get to my home without walking through the parking lot and in doing so got tar on my carpet and im responsible for the damages depsite having no way but going through the tar to get home.....

      Business Response

      Date: 12/19/2023

      Hello, 

      We regret to hear that you had any frustrations in having service tickets responded to. As a team, we work very hard to ensure that tickets are responded to in a timely manner and to our residents' satisfaction. If there is a specific service ticket which you feel was not handled properly, please feel free to reach out to us at ******************************************** and we will be happy to assist. 

      Customer Answer

      Date: 12/19/2023

       
      Complaint: 18624644

      I am rejecting this response because:

      none of my issues were handled in a timely manner.  Its been (5) months since Ive moved out and havent received my security deposit back which is ridiculous. And since I no longer live at the property the given response to the problem is moot.  Despite all the problems communicating with the company to this day is extremely difficult and frustrating. *** had countless emails directly with an office employee go unanswered. I paid for services I didnt get, Im very unsatisfied.

      Sincerely,

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

    • Initial Complaint

      Date:12/14/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I moved out of the Cortland Rosslyn apartments on 10/6 and I was promised within ***** days my security deposit would be refunded to me via email. I also received an account statement on 10/13 that I would be refunded $438.53. It has been 60 days and I have not been refunded. I would like my refund from the business as legally stated.

      Business Response

      Date: 09/19/2023

      Hello ********, 

      A 3rd check was mailed to you on 12/16/2022 and was cashed. We regret the delay, but are happy that we were able to get that to you. 

    • Initial Complaint

      Date:12/08/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been Cortland since February 2022 and has been the worse community I lived in. Problems with noisy neighbors are a serious problem and have moved to different Cortland Proprieties. I have call and complain over 11 complaints of the same issue and nothing has been resolve. I have lost sleep and it is beginning to affect my health. The manager has been notified numerous of times still the same problem exist. Every night at the same time and the same problem(stomping the floor). At this point I am very tired. I need a solution.

    • Initial Complaint

      Date:12/08/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Nov. 21st, myself and my Husband signed a lease at ********************************, we I arrived the apartment was not what we expected or what we were told it would be. The property assistant showed me another one that was not updated or cleaned for 13 dollars less than what we were going to pay. I asked when will it be available and they said Dec. 1st. Well, they changed the move-in dates without our knowledge, created a lease asking for more money, put a higher amount on the rental portal and tried to charge us extra fees. In the lease it states that if a individual is not satified with the property they have 45 days to vacate and have all monies returned, unless there is damage done. Well we only stayed there for 10 days and gave them $3,045 and they did not give us all of our money back, they also charged us for a water bill for 10 days of $35 and we had no knowledge of that. The property manager's name is ******** and one of the assistants name is *** and both ladies were very unprofessional and lied about the clauses in the lease. We are owed $35 for that non existing water bill and the rent money that we paid totalling $670. We were told by *** and ********, that we did not need to write a tenmination notice, just let them know and we would get our monies back. The property has refused to give it back and we ended up without a home due to the lack of assistance on their end and no home to live in. We need help with this matter because we had to move back to **** for shelter because of this and my husband lost his job behind them for not having a home.

    • Initial Complaint

      Date:12/05/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have rented an apartment with this at Cortland hill walnut location, they have 45 move in guaranty that they will refund any deposit within the first 45 days if move in if I'm requesting moving out, the experience was horrible, first day i had flooded toilet, fist time used dishwasher, had leak immediately, they allow people to park their commercial truck in residential area. They have took a deposit of $800 for pet and then send me a list of dog cleaning treatment and they will just refund me the $560 if there's no damages, the apartment full with damages already and no one fixing it. I have lost more than $3000 for renting an apartment that they want they new their a damages has some security issue. They put 45 guaranty to scam people with their lousy Service. They need to stop putting scams on people.Thank you,Rasha ************

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