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

• 

  Aleo At North Glen

  7904 N Glen Dr Irving, TX 75063-7224

• 

  Cortland

  2801 Spencer Road Dallas, TX 75208

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:12/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived here over a year and just renewed my lease this year but will unfortunately not be doing so this next time around. I honestly would like out of my lease asap. I have had TWO packages stolen from the parcel locker area and nothing has been done about it. The front office says they do not take packages and I would like to know why? Some packages do not fit- kind of like my two packages that were stolen. Also , WHY is no camera guarding the parcel lockers? When I addressed this, I received a shrug. Not a care in the world. I bet if it was the front offices packages something would be done about it. A simple camera would solve the problem. I have noticed a steady decline in this complex. I moved here because its supposed to be luxury. What a joke. Its dirty and there is always trash everywhere. The people that come and go and my building are probably buying drugs from someone upstairs and there is never enough parking because there is always visitors and unauthorized cars parked in our spots. I always see different people Ive never seen coming and going in my building. I have lived in a previous Cortland residence and part of the reason I moved back into one is because of the quality. Sadly it is not the same and Im paying for an over priced apartment where there is tons of crime.

• Initial Complaint

  Date:11/15/2022

  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.

  This is a parent leasing company of a complex in *************, Cortland West Apartments. At the time of application, it was advertised 50% off application/admin fees. Only afterward did I learn it was 50% of app/admin fees would be attributed to first month rent. I decided to go with another location, therefore lost $350. Company also charges exorbitant app/admin fees for the area.

  Business Response

  Date: 09/19/2023

  Hello,
  We regret to hear that you were disappointed in the leasing special. We do include in the terms and conditions of our specials that the discount is applied to the first month of rent. We also do our best to explain this during the leasing process so there are no surprises. In regards to our rental rates, we do our very best to keep them competitive relative to similar homes in the local area. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 18406874
  
  I am rejecting this response because: Nonsense and poor customer service. Just another example and excuse of big business keeping money. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/20/2023

  Our stance is final and no concession will be granted.

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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.

  Experiencing disrespectful behavior from Leasing Manager and I don't appreciate it. I will not be renewing my current lease contract which ends January 31st, 2023. I submitted the letter in writing, signed my signature and my 18 year old daughter signed her signature as well. I emailed a copy of the Notice to Vacate Letter to the Leasing Manager. She stated in order for her to process the Notice she will need to verify my 18 year old signature. I stated for her to do what she needs to do and expressed to her again that I will NOT be renewing the Lease contract. I am filing this complaint due to the disrespectful actions and email comments from the leasing manager. Also, she intentionally manipulating my ************************************************************** the unit. All of this non-sense is disrespectful and I don't appreciate it. I regret moving to this dangerous, unsafe, corrupt community.

  Business Response

  Date: 10/03/2023

  As ******* was residing in an LIHTC apartment, once her daughter turned 18, she had to become a leaseholder, which gives her all the full rights as a leaseholder. ******* was not happy with this, and no longer wanted to live in the apartment, however when there are two leaseholders, both parties must sign a roommate release agreement for this to happen. This ultimately resulted in a dispute between the two and the daughter secured rental assistance to pay rent on the home by herself as ******* left while still on the lease. At the end of the lease, the daughter submitted her notice to vacate and ******* mailed hers in. No further action is necessary. 

• Initial Complaint

  Date:11/08/2022

  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 moved out of Cortland Viridian on December 5, 2021. Since then they have refused to refund me my security deposit of $250 and are charging me over $300 in fraudulent damages. I have attached pictures of said damage. I believe this is retaliation due to them having a rodent infestation which caused me to move out early. They have also claimed there was pet urine on my carpet which is untrue. My pet was never allowed in my room, which was the only area that had carpet, so this cannot be possible. The pictures attached show normal wear and tear for a place someone has lived at for almost 2 years. I was also nice enough to paint over a few parts or the wall with paint that was given to me from the maintenance man. I am seeking help in resolving the issues I have with Cortland.

  Business Response

  Date: 10/03/2023

  ****** carpet had been replaced prior to her move-in, so it was brand new at the beginning of her lease. Upon move-out, the service team found the carpet was heavily stained and had urine spots on the underside which is beyond normal wear and tear. These damages were documented via photo and included in the attached final account statement. It is Cortlands final and official stance that the charges were correct and no concession should be made. 

• Initial Complaint

  Date:11/07/2022

  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.

  I was a resident of Cortland at ************** in *********** **, I move out on 08/13/2022. I provided my mail forwarding address before the move out date and still havent received my deposit check. I hace reach out to them by phone and email several times but I dont have a resolution. Please help me to get my money back. Thank you

  Business Response

  Date: 09/19/2023

  Hi *****, 

  Another check was sent in the mail shortly after receiving this complaint on 11/11/2022 which was cashed. We regret that you did not receive the earlier checks, but are happy to have come to a resolution for you. 

• Initial Complaint

  Date:11/03/2022

  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 live at ************* ****************** apartment complex in ****** *****. I have had many issues with this company but this most recent transgression has left me wondering if there are operating within their legal abilities. I had a roommate move out in august, for which I had to find a new roommate and amend the lease. We went through the entire process of completing documentation and signing off on 8/6/22. On 10/31/22 they informed me that our information had not been uploaded to system and that we would have to go through the entire process again. We cannot even stop our lease from renewing without going through this entire process again. When the previous roommate came into the office to understand the situation, they suggested to her that we refused to sign the documents and that her only option would be to get an order of protection against me. I have no communication with this girl and the office never even called. They are denying all accountability and essentially trapping me in a lease. They have also refused to let me see the documents or take photos of them to review.

  Business Response

  Date: 09/25/2023

  Resident wanted out of their lease with their roommate and to sign a new lease with a new roommate. In order to do so, all residents on the current lease must agree to terminate the previous lease and requalify for on a new lease. This means that proof of income and other paperwork must be filed and signed for this lease just as it is required on all leases per Fair Housing Law. The required paperwork was not signed and provided to the office in time and the lease ended without a new one being put in place.  

• Initial Complaint

  Date:11/01/2022

  Type:Product 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 lived at ************************************* in ****** ***** and moved out at or around August 15th of this year and still have not received my deposit back. At first it was sent to the wrong address, then I called and figured it out and weeks later they sent it out again in September. As of today I still have not received it. I was in talks with ****** who said they will overnight it to me around 2 weeks ago and haven't heard anything since. It is now going on 3 months since I've moved, I don't have my deposit and I have no one in communication with me about what's going on.

  Business Response

  Date: 09/22/2023

  Hello, 

  We sincerely regret that it took so long to get the deposit to you. Multiple checks were sent out in the months of September and throughout October, however it appears that these were not received as they were all voided later on. In December, a final check was printed and sent which was cashed. 

• Initial Complaint

  Date:10/25/2022

  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.

  On October 11th, 2022, a company hired by Cortland at Lake Lotus was pressure washing my building. I was told that something with the water pressure ended with a pipe burst, a hole in my wall and l my apartment flooding. The apartment complex did pay for my hotel stay as well as my renters insurance. However, once they felt everything was dry, the property manager ******* called to let me know rudely that they were no longer paying for me and my 5 year old son to stay at a hotel while they finished working on my apartment. She told me that it was my prerogative to continue to stay in a hotel or live in an apartment that isnt habitable for myself and my 5 year old and hotels are very expensive for me due to me being a single mom. The carpet has a wet smell and the wall is still open and my som has very bad allergies which I can provide documentation for. It is now October 25th and my wall is still out the carpet is still reek and theres still no communication. Also I paid my rent for the month of October. No one is offering me any solutions but to stay in an inhabitable apartment. Its really frustrating and has really messed with my mental health to have to keep moving around place to place because my property managers dont care. I went to speak with some on October 21 and again was treated unfairly. Not to mention no one is communicating or updating me with anything. So I had to speak with someone in person and they told me the wall would be fixed by Monday October 24th. However, I go home and theres still a hole on my wall. No one called to explain why the hole was still there and not fixed.

  Business Response

  Date: 09/25/2023

  Unfortunately a hose connected to the apartment wall broke during pressure washing. As soon as this occurred, the community team called a plumbing and restoration company to extract the water as well as install dryers and dehumidifiers in the home. A hotel stay until the following Monday was arranged for the resident which the community paid for. At the end of the hotel stay, all work had been completed and the concern had been fully resolved, however the resident expressed a desire to stay in the hotel. As all repairs had been completed, Cortland was unable to approve of paying for a longer hotel stay and informed the resident that if they decided to choose to remain in the hotel, they would be responsible for any associated costs. 

• Initial Complaint

  Date:10/19/2022

  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.

  my husband, ***************************, and I were residents of Cortland Pentagon City until Aug. 13, 2022, when we moved out and surrendered our keys as the end of our lease period approached. We hired professional movers to assist us in a cross-country move. On the day of our move, we had reserved the building's freight elevator, however it was out of service and unavailable for use during the time we reserved it. Our movers were unable to move one section of our three-section couch out of the building through the elevator that was available to us. They also attempted to take it down the stairs. We moved the couch into the building using the freight elevator in late 2019 when the building was operated under different ownership. It required no additional assembly once it was in our unit. My husband spoke with representatives from Cortland on the day of our move, who were aware of the problem and provided verbal guarantees that they would either pay to replace or ship the portion of our couch that could not be removed from the 6th floor by our professional movers without access to the freight elevator. Since relocating out of state, Cortland representative ***************** has gone back on the company's guarantee on this matter and he has been unresponsive to our concerns. As tenants, we have no control over the elevators in the building, but we have a reasonable expectation that any furniture we're able to get into the building, we will be able to get out. We're extremely disappointed in this situation, as we lived in the building for six years under multiple owners and were always good tenants. Cortland and ***************** have not even provided a photo of our couch, which they claim is in storage.We want Cortland to pay to ship and arrange shipping for the piece of our couch still in their possession. If the couch in their possession is not in usable condition, we want them to pay for a replacement.

  Business Response

  Date: 09/22/2023

  The community manager communicated in the residents' attached email chain and verbally that Cortland was unable to ship the couch to her new location. The service team was able to get the couch down the stairs successfully. The resident was made aware of this and that they would need to have the couch picked up. Per ******** state law, abandoned items or furniture must be collected within 10 days or the management is in their right to dispose of the item. 

• Initial Complaint

  Date:10/17/2022

  Type:Product 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 live at this Cortland property. They are advertising pools and grills. Neither have been available all year. We can't have grills on our patio but we don't have any to use as advertised for this property. We had one of the hottest ******* in ***** for decades and we couldn't use the pool. They are advertising these things. We can't use any of them. I want a refund of my money. This has been a continual complaint to which nothing has been doen.

  Business Response

  Date: 09/19/2023

  Hello,
  Thank you for sharing your concerns. Grills are not allowed on our patios as it can be a major fire hazard. While we understand your concerns in regards to amenity closures, unfortunately this may be necessary if an amenity goes down and needs to be repaired. We always work as quickly as we can to get them back up and running, however if the repair requires the work of an outside vendor or special ordered parts, it may take longer. Amenity spaces are not factored into our rental rates and as such we do not offer concessions if they need to be closed. This is Cortlands final and official stance on the matter.