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:02/03/2025

  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 Cortland Park 83. The management and maintenance team are completely irresponsible when it comes to handling essential utilities like water.On January 10, the water was shut off from 2 PM until 1 AM, leaving residents without any way to cook, clean, or use the restroom for nearly 12 hours. The notice was given only two hours earlier to the issue. I was at work that time and had zero time getting ************, on February 3, the exact same issue happened again, but even worse. The water shut off at 4 PM, and maintenance team said they would not start working until noon the next day. They cannot guarantee the water will be back the next day.This level of negligence is completely unacceptable. People here have medical needs, work-from-home responsibilities, and families with young children who cannot go without water for this long. Yet, the leasing office never provides proper communication, updates, or any kind of compensation for these repeated failures. Instead, they just say "we are sorry" and nothing really helps.

  Business Response

  Date: 02/18/2025

  Hi ******,
  
  We sincerely regret that you had this experience at our community, as it is not at all the one we strive to provide. The water-related issues we experienced were unexpected and could have happened to anyone, and we know how disruptive they can become when the water must be turned off so that repairs can be made.
  
  In the instances of the burst pipe on January 9th and the water leak on February 3rd,our team notified our residents as soon as possible that there was a situation that would require the water to be shut off. In each case, we gave the best estimate we could regarding when everyone could expect the water to come back on. Whenever the plumbers found that more work needed to be done than was anticipated, we immediately relayed this update to our residents.
  
  While we can certainly sympathize with the inconvenience that issues like these can cause, neither the issues themselves nor the unexpected delays in repair are in any way reflective of negligence or failure on behalf of our team. The record shows that apart from the factors that were out of anyones control, our team did the most it could to work with the plumbers and to communicate updates regarding the estimated time of the repairs completion. As such, we will not be able to honor any requests for compensation due to the inconvenience of an unplanned water shut-off that resulted from an emergency situation that our team did all it could to remediate.
  
  -The Cortland Park 83 team

• Initial Complaint

  Date:01/31/2025

  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.

  Despite being relocated to a hotel on January 25 for repairs, the water intrusion issues persist. Management stated a roofing and remediation specialist would address the problem but has not provided reports despite requests and stating that the work was completed. An independent specialist I hired confirmed ongoing damage.On January 6-8, I informed maintenance of a leak. They caulked the tub but did not resolve the issue. I continued noticing water, musty air, and mold damage to my belongings. After submitting a formal work order on January 13, I ensured my service animal was out of the unit, yet water kept appearing.On January 14, maintenance claimed they couldnt enter due to my service animal. We rescheduled for January 15, when they determined the leak wasnt from my washer and requested a small space in my closet for further inspection. I complied, but they later delayed service, stating the space wasnt cleared enough. To avoid health risks, I And my service animal remained out of the unit during the day and some nights.On January 17 there was more water. On January 18, I followed up and saw claims that I had obstructed their work, which is untrue.This negligence has caused financial and personal hardship, including relocation costs, damaged belongings, and health concerns. I request immediate resolution and accountability from management.Issues currently: Damage or issues with the walls in the foyer Damage or issues with the wall to the left of the washer in the laundry closet Damage or issues with the wall adjacent to the foyer in the bathroom to the right of the tub Vinyl flooring in the foyer that requires repair or replacement Potential moisture issue in the ceiling above the staircase, as detected through a thermal imaging camera, indicating possible moisture accumulation in the shared corner with the adjacent unit ***Documents are being reported as too large to upload, please another format where I can upload or forward documents.

• Initial Complaint

  Date:01/18/2025

  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 been with this property as a tenant for the last three years since 2022. I have been a resident and i have transferred twice without any issues. I asked to transfer to a sister property due to family circumstances and they once again told me it would be no problem. Then they turned around and told me that I would have to reapply for sister property and they would have to rerun my credit despite me already being a tenant with this propery. I went ahead and applied for the unit and gave them the fees. I was denied. They said they had to change to a new screening system all of sudden and I did not meet crieria even though I am a resident at the sister property. Not only did they keep the app fee money, They made me jump through all of these hoops to apply for unit despite me being a current resident at a sister property all ready. They magically changed thier screening system despite me already being a tenant with absolutely NO issues and I make over 3x the rent. I feel like there should be some type of leniency since I have been a resident for years. If that is the case, then let me out of my lease without any penalities. They want a 60 day notice and me to pay two months rent AND they want an additional 2 months base rent charge for breaking the lease. If I do not qualify to a new apartment then I need to find somewhere else to live with the money you are trying to extort me for. Either allow me to rent an apartment on the same terms as I was initially approved for or let me out of this place without any additional costs. I need to move for my family and they are making it absolutely IMPOSSIBLE.

• Initial Complaint

  Date:12/10/2024

  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.

  In our fifteen month lease, we have encountered the following problems, that I feel they should be held accountable for:-not once, but twice, they told me our rent payment (ACH) came back as ***. They charged a late AND a *** fee. I had the money, it was waiting for them to take it. I called the bank, they told me NO transactions were unpaid as ***. Cortland still refused to give me the *** fees back. *****. -additionally, I then had to pay online, with a debit card, which charges a large fee. So there are three fees, two separate times.-in november, we let them know that our rent would be late, as we had a medical issue/temporary loss of employment. everyone was working again at this time, though, so the payment will be made. Just late. We got a notice on our door stating that we had until 12/7 to pay the november rent. We thought they were being nice. Shortly after, a woman I've never heard of sends me a nasty email that we have to pay by 11/19 or else we'd have to also pay december rent. We went back and forth a bit and ultimately we settled on the fact that I had, in writing, a date given to me different than she was stating. When I went to pay November's rent it was the first week in December. Our december rent we could pay on 12/13. We'd have been all caught up. SHE REFUSED TO TAKE OUR NOVEMBER RENT unless we were able to also pay december, knowing that I have a disability and that we'd had a hardship financially. When I then scrounged around to family and friends to help me with december rent, she continued her **** to get us removed, as she stated she was going to file for eviction, on the day i was paying both months rent, knowing that i was paying. I had to miss work for that one. If they are nickel and diming everyone, falsely in some cases, like they did us--I now can see how they own so many complexes in the ***. I would like them held accountable. People can't behave in this negative way and expect it to go unnoticed. The amount I'm unsure of.

  Business Response

  Date: 12/17/2024

  Hi *****,
  
  We understand your concerns and regret that you had this experience, as it is not the one we strive to provide. All of the concerns you included in your message are in alignment with our procedures regarding outstanding rent. Unfortunately,we cannot waive any of these fees, as they are consistent with what all of our residents in **** are equally subject to if they were to find themselves in the same situation.

• Initial Complaint

  Date:12/10/2024

  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 am not liable for this debt with ***********. I do not have a contract with LAS *******, they did not provide me with the original contract as requested.

  Business Response

  Date: 12/17/2024

  Hi ******,
  
  We sincerely regret to hear you had this experience. Cortland has owned Cortland Las Colinas since 2018 and does not have a record of anyone by your name living here during the time we have managed the community. We had our sister community, The ****** at ***********, check their records as well and they, too, do not have any that indicate you lived there either. Because *********** appears in the name of several apartment communities in the area, and considering Cortland does not have a record of you having been one of our residents at any community with *********** in the name, it seems that you may have filed this complaint with the incorrect management company, and as such we are unfortunately unable to assist you with your request.

• Initial Complaint

  Date:12/09/2024

  Type:Order 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.

  Renters Insurance March 26/27, 2024 I signed leased and was advised to upload all required documents so I can get my keys to gain access to my apartment. They had a portal listing 'moving task's which includes uploading renters insurance. Each task you complete, you get a check ***** I uploaded my renters insurance and I receive a green check and my key was given to me (my renters insurance is with State Farm) fast forward to December 2024, I received an message on their portal that $50 will be added to my rent because I have no insurance, mind you, no one contacted me after my move in from march about any insurance whatsoever, I was also given my key and have been living in the apartment which means all documents were collected and I assume were proof read by their leasing team. I resent the declaration page. Now, I am being told that corporate will not remove the $50 fee because I did not list Creekside Vista as the interested party with the ** Box # and address in *************. I looked at my declaration page and see additional interest with Creekside Vista and the same address that they are telling me isn't listed on my declaration page. Why are your team antagonizing me? Why isn't your team blamed for not checking the paperwork? Why was I allowed to move in and have been living in this apartment for 8 months if the correct information wasn't provided from the get go? And also, why are you adding money to my rent for your team incompetence? If you want to run off your tenants you do not have to do this much because I have already decide to move, I will not renew this lease.

• Initial Complaint

  Date:12/09/2024

  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'm filing a complaint to the BBB because I haven't no other choice to escalate these issues to someone higher than the business headquarters. I am sick and tired of putting in multiple requests to Fountain Wood Apartments over time only for them to put a band-aid solution to everything. I moved into this apartment complex in 2022, and I have had issues for almost the entire time I have been here. After months of living here, I experienced a infestation problem, but the pest control people came out to "treat" it and I thought the problems would stop after that. This first incident happened late 2022. What I thought would be a one-time incident quickly turned into a nightmare of several incidents over the past several months. It has been an extremely horrible experience with infestation issues. The pest control company that is hired to do the "work" and "treat" the apartments do only minimal work and go about their business. I have actually had to tell the resident manager that the company failed to come out to my apartment on several occasions after I put the work order in to "treat" the apartment.I let the previous resident manager know about my many months of infestation issues and he had someone from another company to try and rectify the issue. It worked for maybe a couple of months, but here I am again with the same issue. I am tired of letting the leasing team know about the same issue over and over ********** forward to 2024, I am now having extensive water flooding issues that I have let the maintenance team know about, but the boss doesn't care. He recently told one of his subordinates that "there's nothing that they could do", which confirms that he doesn't care. Someone from the team came out on 12/7 and told me what the issue may be. Why didn't the third party company that came out didn't see or address that issue? If the issue is resolved in the first place, I wouldn't have to put in several maintenance issues or complain a lot.

• Initial Complaint

  Date:12/03/2024

  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.

  Back in October 2023 I was late on one months rent because of a *************** due to my previous job ending their contract that we as employees thought was full time and permanently. I was waiting on my pay check from new job and received an eviction notice. 10/19/2023 I attended court and let them know my situation and that I had the amount to pay my apartments so I was told I can work that out with my apartment manager which was name ****** ***** at Cortland North Plano. Payment was made in full to her and she notified me that eviction will be dismissed and I continued staying on the premises until my lease was up which was 06/14/2024. After leaving the apartments and applying else where I been getting denied due to my credit report showing an eviction from Cortland stating I never paid in full which is not true. I contacted public records and was told to contact the apartments to send them a release statement stating that I paid them in full and eviction was never processed. Cortland now has a new manager and is telling me that they cannot do that and will not help me out and me and 2 year old daughter have been homeless since and now is in an uncomfortable predicament in the cold. Cannot get approved to no apartments because of the eviction on my background that was never processed at all. And I been reaching out since September since I found out with no help at all from them to get this removed. All I received from them is final account statement stating that I have no balance with them everything was paid in full but no help with removing from credit as public records need information from them that they not willing to help to do so

  Business Response

  Date: 12/18/2024

  Hi ShaDiamond,
  
  We regret that you had this experience, as it is not at all the one we strive to provide. We truly appreciate you submitting your payments for both September and October rent, as well as any late fees and legal fees, and once that balance was paid off we were happy to allow you to continue living at the community until you informed us that you would be relocating. Because the eviction on your record is something that was ruled on and granted by a judge, we unfortunately do not have the authority to remove it from your record as you have requested. If you were to appeal this decision by informing the court that we had settled the payments that were due, you would have to do so through the legal system and enquire with someone at the courthouse. We sincerely hope you are able to get in touch with someone there who can assist you with this.

• Initial Complaint

  Date:11/22/2024

  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 am writing to file a complaint formally regarding ongoing issues with the valet trash service provided at Cortland *************. Despite raising this concern numerous times with the management team over the past several months, the problem remains unresolved, significantly affecting my experience as a resident.I have repeatedly contacted the property management team about missed valet trash pickups since November of last year. The issue has persisted despite multiple promises of improvement, management changes, and even a transition to an "in-house" trash collection team. Despite these assurances, the valet trash service has been consistently unreliable.Specific Complaints:1. Missed Pickups: Trash is frequently not collected according to the stated schedule. I have documented missed collection dates and have communicated them to management numerous times.2. Inconsistent Communication: While I have occasionally received responses, they are often delayed or fail to address the recurring nature of the issue. Credits have been issued sporadically, but no lasting solution has been implemented.3. Management Promises Not Delivered: Management has assured me repeatedly that the issue is being addressed, but the service quality has not improved.Steps I Have Taken:1. I have documented and reported missed valet trash collection dates regularly via email to the management team.2. I have requested and received small credits for the missed service, but these credits do not resolve the broader issue.3. I have proposed solutions, including removal from the valet trash service fee, which were ignored.This issue has caused inconvenience and a lack of trust in the management teams ability to uphold their contractual obligations. I am requesting immediate intervention to rectify this matter.Thank you for your attention to this matter. I look forward to your prompt response and a resolution to this ongoing problem.Sincerely,***** *******

• Initial Complaint

  Date:11/04/2024

  Type:Product 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 had a lease at this community, paid a deposit of $565, when I closed out, I owed them $130.59, this leaves me with $434.41 that the management promised -via email- to refund me this amount by a check. I have been communicating this matter with them since August. At the beginning they were responsive until their last email that was received on Sep, 25th 2024. I kept following up with no response. My lease for the Apartment #**** ended in July of 2024.Thanks.

  Customer Answer

  Date: 11/20/2024

  Hello,
  
  They did resolve it with me.
  
  Thanks for stepping in!