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 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:10/13/2022

  Type:Sales and Advertising 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 had an outstanding balance when I left Cortland. They sent me a settlement offer and I did not take it. They then reported both the original amount AND the settlement offer to the credit bureaus resulting in two separate collections accounts. This company is beyond awful. They are falsely reporting information to the credit bureaus. Wish I could afford to take legal action. This company is outrageous.

  Business Response

  Date: 09/19/2023

  Hi ******, 

  As the second charge was picked up in error, Cortland removed it from your credit. We confirmed with the collection agency that it was removed. 

• Initial Complaint

  Date:10/13/2022

  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.

  Hi, As I mentioned before, I asked them about all of this. I went to the office many times( many times) I spoke with multiple people about how this works. I didn't know about the 45 day thing until the ******* advised me. (After located it in least)Initially I moved In a d had express my disdain for this apartment living. Coming from a Cortland Community this was not expected. I asked if I should pay my full month and I was advised that all amounts due will be adjusted on my final bill when I move out. ( I thought that was a kind thing but everyone in office seems very nice anyways. I not knowing what the amount would be this would give me the correct number) Spoke with the asst ******* a nice lady. Offered me my funds back for fees associated with move in. Great. At no time during that conversation did it come up i had to wait 30 days. She actually ask if I was moving out that same day. Which I stated no I haven't found a place , I came here first to check on my options. So I calculated owed **** divide by 30 days ( Aug has 31). Equals $51 10 days rent for Aug = $510 Water bill (?) Shouldn't be much $60 (If only if late fee of $50) Total $620 Less move in deposit of $560 Less Admin and paper fees of $348 ( was never refunded or credited ). =$ 250 returned funds. I spoke with you and when you sent them an email to confirm they did, however your numbers didn't change. This is not correct. I do have all documents and if this can't be resolved I will take legal action.

  Business Response

  Date: 09/25/2023

  In looking into the ledger, the final account statement was correct. Our team is always happy to go over these final account statements with our residents to ensure that there are no misunderstandings. As of this time, the balance has been paid off and the account is closed. 

• Initial Complaint

  Date:10/04/2022

  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.

  On 10/3 I purchased 2 money orders to pay my rent. The office was closed and was closed the next morning. After work I took the money orders to the office. I then get a call from the manager saying that I owed a late fee. I told her that the money orders were dated for 10/3. She stated that it didn't matter. I told her that they were closed and I came after work. I told her that I have done it that way before and the office assistant said that it was okay because it was dated for that day. She stated that the late fee was not being removed!!! There could have been an explanation and acceptance of my money orders. Now I am beening charged extra!!

  Business Response

  Date: 10/17/2022

  Hello ******.

  We appreciate you taking the time out of your day to reach out to us. And thank you for being a valued resident at Cortland West Champions. Based on the lease agreement, rent is due on the 1st but we have 2 ***** days before late fees are charged. We must have your rent in our hands at the start of the business day on the 4th to avoid late charges. I have looked over your account and will offer a one time courtesy waive of your late fee for this month only. Going forward, please feel free to utilize the drop box that we have in our ***********. It is always checked 1st thing when we arrive at the property. 

• Initial Complaint

  Date:10/02/2022

  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.

  My ********** moved into our Cortland *********************** apartment on 7/7/2022. We started seeing roached not long after we moved in. To date, we have seen a total of 12, both dead & alive; large & small. I've contacted the management office multiple times about this issue. On 8/2, I contacted the mgmt via ************ sent a rep out to spray. We saw another 1 on 8/7. I contacted mgmt again via email; however, this time, they didn't respond. I had to go to the office to speak with them in person. They advised they would start spraying weekly. On 8/9, they sprayed again. We saw 2 more before they came to place sticky traps down on 8/11. We saw 2 more before another rep came to spray on 8/16. After 8/16, they have not returned to spray or check any of the traps. Since then, we have seen 5 more both dead & alive as well as large & small. My ********** have never had an issue will roaches even living in other apartments. We are not dirty people. In addition to the roaches, I have not been able to use the dishwasher (advertised amenity) since we've been here. We advised **** on 8/7 about the dishwasher not drying properly. He advised that it was the heating element & that he would order the part to install it. On this day, I asked if I needed to input a ticket for this; however, he told me that I didn't but it would take a few weeks before the part would come in. Also, on this **************** removed a strip underneath my shower because I would get stuck in the shower due to the faulty part. **** advised that he would order another part for the *********** would take several weeks for it to come in. To date, they have not fixed the dishwasher or the shower. The shower door will not even close entirely; &, there is rust on the handle that I pointed out that **** had indicated he'd replace as well. Lastly, a shelf in the master bedroom closet has a bolt that is coming out the wall. I advised mgmt and maintenance about it; however, they have not fixed it. At any time, it could fall.

  Business Response

  Date: 09/25/2023

  On 8/2, the resident informed the onsite team that she had noticed a cockroach in her home and requested assistance with her shower door via email. The onsite team scheduled a re-occurring pest control visit for the first of each month. After this point, no further service requests or communications were received by the office in regards to this concern. The shower door was also addressed along with the pest control services. Unfortunately, no service ticket was ever placed for the dishwasher or shelves and the team had assumed all other service tickets were taken care of correctly as they received no further communication in regards to them. Our service team is always happy to assist with any maintenance concerns, however in order to do so, they must be made aware of the concern and have record of it via a service ticket in the resident portal. 

  Customer Answer

  Date: 09/25/2023

   
  Better Business Bureau:
  
  The apartment manager and I have already resolved my complaints and Ive made the payment accordingly.  Therefore, theres no additional action that is required.

  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:09/29/2022

  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 have leased several apartments in my life and this was the first time I experienced this. The leasing agent only showed me the two bedroom model that was beautiful and said the one bedroom was basically the exact same. I emailed the agent and asked what specific documents he needed from the applicants (being 2 people on the lease). He replied to my question with a few words that was not an answer and had typos. I posted as many documents as possible and sent another email following up. It was $99 per applicant (non-refundable) and $250 admin fees. The application got denied two days later and no one was responding to my calls or emails as I was trying to find out why, given that there were no issues faced in the past. Finally, I got an answer that a misunderstanding with an apartment that happened years ago with the other applicant led to the application getting denied and I had to wait for the apartment to show up on the website again to re-do the application and pay all the fees again. I did receive an email that the $250 for admin fees were getting refunded. The second application got accepted for the apartment that was about $2,160. I paid $456 non-refundable deposit through partnered company sent to my email saying "pay this to get your keys today" which was 'waste'. The deposit for it was $2,760 because of "insufficient credit". I have good credit (717) and my roommate has lived in the US for less than a year now but uses his credit card a lot. When I was signing the lease, I notice the apartment number and floor were different than the one I applied to. The leasing agent did not mention anything to me until I asked, he said the other one was in bad condition and was unsure why they posted it online. The one I moved into was not move-in ready, there were food stains, holes, dents, broken appliances, and rust. They also let us know that same day that they accidentally deleted the lease we signed and wanted us to sign again. They only offered to fix some.

  Business Response

  Date: 12/07/2022

  ******, 

  Thank you for sharing your concerns with us. We appreciate all feedback, as it gives us the opportunity to learn more about how we're doing, where we can improve, and how we can best serve those whose experience has not met their expectations. We previously discussed how using ******* payment service makes it such that there is no deposit to be returned, but we were happy to refund your admin fee after you moved out within the 45-day guarantee window. If you have any additional concerns or feedback, please feel free to get in touch with me directly at ****************************************************. 

  Customer Answer

  Date: 12/07/2022

  Hello,

  Finally there is an answer from the apsrtment. I have called and emailed several times and was continuously ignored after I had been promised that MY money would be refunded to me before I moved out and told it would in maximum a month. It is unethical and unprofessional to lie to people like this and then use a rule that does not apply to me in this situation to keep my money. I added a screenshot of the part of the lease/contract that stated my deposit and that it would be refunded. I also have a video recording that was accidental in which was during the conversation with the leasing woman stating that I would get my deposit once I deleted my bad review of the company. This is unacceptable and shocking. You can check with "Jetty" and see that I do not have a contract or anything else with them, they do not hold any of my money. I continued my lease with the deposit directly to the apartment and only that. You can also ask your colleague ******, he was the one that said to ignore ***** and just pay the apartment the deposit. I have been scammed from day one of moving in. I was given a different apartment than the one I signed for and it was not move-in ready. It was dirty and many things were broken, yet I still paid a deposit of about $2,700 and $2,160 of rent. I will send other proof, the recording of the woman using blackmail to return MY money back. 

• Initial Complaint

  Date:09/24/2022

  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.

  Our pool was closed for the whole month of August. After it reopened the jacuzzi was cold. The only heat came from the sun. I put in many maintenance requests, called the office and went in to the office to talk with management. Each time they lie and say it's fixed. If you could help our complex from this incompetent management team it would be very much appreciated. Thank you.

  Business Response

  Date: 10/17/2022

  *******, Thank you for bringing these concerns to our attention. We were having issues with both community pools and spas within the month of August. Although,there was one issue after the other which caused further delays, we worked diligently on getting both community pools and spas fixed. They are all now running properly.
  Please do not hesitate to reach out to us directly with any questions or concerns at ************ or email us at *********************************************
  -Your Team at Cortland ********** Mountain  

  Customer Answer

  Date: 10/18/2022

   
  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:09/08/2022

  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 am a current resident of Cortland ******************. I've had NOTHING but issues since the company took over and nothing is handled in a timely manner although their paperwork says they have a 24 hour turn around on maintenance requests. Upon move in the apartment was not adequately prepared for tenant move in (confirmed by my brother who began working on the maintenance team a couple of months after I moved in). Back in February, my patio screen came off and couldn't go back on because it was bent. Along with that, the top panel on the blinds inside the apartment came off. After a few weeks, the screen was replaced but I was told by the maintenance worker that they didn't have a part and he would come back when it came in. He sat the old one on top and allowed it to droop down onto the blinds. He never returned. A month ago the slider on the patio blinds broke leaving my blinds open. For a month people have been able to see inside my apartment. As a single woman who lives alone I communicated to the property manager my safety concern (along with other maintenance related concerns) . She stated it was not a safety concern and they were working on peoples ACs which has been out for a month. I believe this is a lie as here in *****, if weather gets up to certain degrees BY LAW it must be repaired ASAP. We've had several 100 degree days over the last few months so either she's lying or they were breaking the law then. I've also been unable to get into the apartment's gate as they took away our fobs w/o replacement, the app doesn't work and the box was taken offline so we can't use codes or call ourselves. It has been MONTHS. I've been stuck outside with groceries and when unwell until someone comes out. I also don't go out late as I'm afraid of being stuck outside for even longer periods of time.I'm simply looking for repairs to be made and done in a timely manner which this property has NEVER done for any maintenance requests.

• Initial Complaint

  Date:09/04/2022

  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.

  Roaches seen throughout the property near while walking around near apartment homes and sidewalks. ******* found in our apartment, ******** did spray inside, but did not address problems that are calling pests to begin with. Neighbors consistently leave trash in breezeways- food is splattered, trash drug throughout walkways by squirrels and other pests. Front door has a gap at the bottom that insects can easily enter from. On top of all this- THREE times workers have completely ignored our foot booties/no shoe policy when completing maintenance. We leave clear notes on requests, but clearly have zero say as to what goes on in our apartment while we are not present. Have emailed and called Landlord/Property Team, 3 FULL business days have passed with no communication. These issues rise to a substantial **************** seems to be completely ignoring.

  Business Response

  Date: 10/14/2022

  Hi ******, 

  We regret to hear that you have been experiencing these concerns. We have pest control available at our community. Your home was treated on September 6th. Bait and traps were placed in key areas, delta dust pesticide was applied, and we installed additional weatherstripping to prevent further pests from entering. In addition to this, we had an inspection of the surrounding homes and completed a follow up visit to ensure the treatment was effective. We have also been issuing trash violations to any resident found to be leaving trash bags outside. If you have any further questions or concerns, please feel free to reach out to our office at ***************************************. 

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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 applied to Cortland north apartments in ********** *****. This was July on the 5th. I was denied, but today is August 25th and Ive yet to receive my Administrative fee back. I called the account settlement line and no one answers.

  Business Response

  Date: 10/18/2022

  Hi *******, 

  Our team issued a check for the refund in the amount of $250 in August. We also spoke with you that month to confirm that the check had been sent. We have attached your final account statement to this ticket. If you have any further questions, please feel free to reach out at ******************************************************. 

• Initial Complaint

  Date:08/20/2022

  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.

  The apartment is charging us an attorney fee of $500 for being less than 24 hours late of payment of rent. We received an email stating if we didnt pay by the 19th of august that they would start the eviction process. We called and let them know we are out of town for a family emergency and that THEIR payment app wasnt working. We stated we would be back on the 20th to pay. They said it was fine. We went into pay and they said we couldnt pay because they need the full payment of $2500. And our rent is $1800. They said because we were being charged an attorney fee EVEN tho we called and were told we could pay it on the 20th!!!!! We drove from KC to **************** on the 19th. We had called the 1st let them know we wouldnt be paying rent h til the end of the month anyways and was told it was fine. Now after we told them were moving out they decide to start charging us all these fees!! They already know were trying to pay and that everything right now is expensive which is why were always behind. We cant break our lease cuz they want 2 months worth to break it. So now were stuck paying $2500 for august and September rent is on the 1st and we will have no money to pay that so they will charge another $2500

  Business Response

  Date: 10/18/2022

  Hello,
  
  We regret that you had this experience at Cortland Grand River. Rent is due by the third of each month. After the 3rd, rent is considered late. Late fees are added starting on the 9th, and if rent is still not paid, it can lead to an eviction being filed. The payment portal was working as expected, but since the eviction process had been started at that point in time, electronic payments were not being accepted. I am happy that we were able to work with you to resolve this situation, but if you have any further questions regarding our payment portal,rent, or anything else pertaining to your lease, we are always happy to help.

  Customer Answer

  Date: 10/18/2022

   
  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,
  
  Justice *********