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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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Cortland has 259 locations, listed below.

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    Customer Complaints Summary

    • 179 total complaints in the last 3 years.
    • 50 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:07/01/2024

      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.
      Tub hasnt been fixed since complaining about it last year. Air has *** broken for 4 days and it 100 degrees outside. I have lots of bugs when I pay for pest control! Theres a big hole in my laundry room. My under lights in my kitchen havent worked for months. Ultimately the apartment wasnt move in ready and they gave me this one because the one I was originally supposed to move in wasnt ready and they didnt tell me until my move in day.

    • Initial Complaint

      Date:06/27/2024

      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 filled out an application for the tax credit apt for the $1200 tax credit apt and I ask if I met the income that is needed and was told after adding it up in front of me that I was. That was the week of 10 - 14 I was told on thur, that everything look good and that I would get a call on Monday the 17th I reached out to ********* around 12 and was told then that I have to pay a deposit of 850 now this is where things get crazy. I then went up to the office same day. My understanding was if my credit score was 529 and my lowest is a ******* don't owe anyone past rent I would not have to pay a high deposit. I question the $850 I did not get the break down about my deposit from her nor once I give my deposit what the rules was. On the 10th I did my application did not get to keep the rules to reflect on which had the rules about the deposit. I came back up there the next day gave my deposit on Tue, 18th Now I get a call on Wed, the 19th I just need to pay $1300.... I was under the impression that I was applying for the tax credit apt @ $1200 now that was the deal breaker. Now let's recap On Monday the 17 I was told about the 850 deposit on Tuesday the 18 I gave the deposit on Wed, the 19th I was told about the new amount of $1300 and not $1200 so that is 3 day as of when I gave my deposit 72 hours I got to the office Thursday the 20th @ 4:21 72 hours from giving my deposit So I was told that they would be keeping $350 of my money I never got a welcome letter I was with in my 72 hours

    • Initial Complaint

      Date:06/26/2024

      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 had a lease from 04/28/2022 - 07/20/2023. I provided a 42 day notice, that Id hope they would honor in good faith as we had on time payment history throughout our stay. I find it unjust that Cortland chose to still bill me and tarnish my consumer report, while they dont even follow their own policies. I moved from ********** to ***** and the property manager or leasing person said they required proof of income for my wife and I. My wife was in between jobs due to us moving to *****. We provided a screen shot of our bank account balance as proof and was advised to provide proof once we arrived in ***** or she would get in trouble if they were to be audited. I demand this be removed from my consumer report, it is being reported by national credit systems. I dont believe a negative **** on my report for breaking your rule of 60 days instead of the 42 provided, which was sufficient notice, while this company also breaks their own rules.

    • Initial Complaint

      Date:06/14/2024

      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.
      My husband and I moved out of the Cortland at ******* in September 2019. We moved out two months early due to the purchase of our home. We paid out our lease and our deposit was never returned. We received a final account statement approximately 30 days after moving out with a balance showing $900. We did not agree with the charges and disputed them with the Community Manager. We recently applied for an apartment on June 12, 2024, after selling our home and we were denied due to a balance being owed from the Cortland at *******. We were unaware of the balance and the apartment was added to our credit on June 9th five years later. We would like to speak to someone from corporate, we would like for the account to be pulled from NCS and handled in-house. We would appreciate a prompt response in getting this issue resolved before we close on our new home in December.

    • Initial Complaint

      Date:06/13/2024

      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.
      Filed complaint regarding disrepair of a/c with complex at 6pm 6/11/24. Called again at 1145pm concerning same unresolved issue. Repairman came 6/12 to fix. A/c continued not to work. Repairman (*****) said if it remains broken, to call back and hed change the face plate. Called back evening of 6/12; no resolve made. Today, I filed another complaint and was told by ****** that I would get a call back from corporate with an update. Did not receive a call back and had to reach out again. Called again today (6/13) and spoke to ****** to request intervention. She was the ONLY person who tried to fix this.This complex has algae growing in the pool, windows being broken in to in the parking lot for residents, and continued failure to repair items within the home. I desire an apology, and resolve bc elevated temps is unsafe.

    • Initial Complaint

      Date:06/07/2024

      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.
      I didn't remember if I had to pay my last months rent so I went in to the front office to ask and I was told The last months rent has already been paid and I just need to worry about the utilities. I obviously didn't pay the rent for my last month. I then found out I had to pay it but by this time there was a 200 late fee applied. I don't mind paying the rent but I don't think I should be responsible for the late fee as Management told me the incorrect information. The truth is I probably could have read the lease agreement but its was so many pages and that is why I walked in to the front office and asked. Like I said I don't mind paying rent I just don't believe I should have to pay the 200 late fee. I was late one month as I was out of town (Nov I think) and I nicely asked for it to be waived and they said they would. I would have paid it as it was completely my fault the first time. In this case I was given the incorrect info an of Course they are denying it. I have over a 800 credit score as I always pay my bills, so I typically just don't flake on them.

    • Initial Complaint

      Date:06/07/2024

      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.
      I have been a tenant at Cortland Luxe Shadow Creek, and my experience has compelled me to write this review to highlight the serious issues that not only I have faced but which appear to be widespread among many other tenants, based on numerous reports and personal accounts.Violations of Housing and Disability Laws:Cortland has repeatedly shown a disregard for housing and disability laws by failing to honor reasonable accommodation requests related to my documented disability. This lack of compliance has not only caused significant personal distress but has also added undue financial burdens through unjust fees and penalties, which were unfairly imposed.Further alarming are the reports of an *** raid on Cortlands corporate offices, suggesting potential illegal practices such as price gouging and unethical business operations. Such actions question the integrity of the management and the legality of their practices, deeply concerning for any resident or prospective tenant.The severity of these issues underscores the urgent need for accountability. The managements consistent failure to address these legitimate grievances adequately suggests a systemic problem that requires external legal intervention. I am fully supportive of, and would actively participate in, any class action lawsuit aimed at rectifying these injustices and ensuring that Cortland is held accountable for its actions.Prospective tenants should be wary of engaging with this property. Current tenants experiencing similar issues are encouraged to report their experiences to ensure that their rights are protected. It is crucial that such flagrant disregard for tenant rights and legal standards is not allowed to continue without consequence.I urge the BBB and relevant legal authorities to take immediate action to investigate these claims and enforce compliance, ensuring that Cortland adheres to the laws and regulations that protect tenants and maintain ethical business practices.

    • Initial Complaint

      Date:06/04/2024

      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.
      On 06/03/24 a man knocked on our door stating be couldn't take our trash because the bag was black. We have a disabled veteran in the home who wear diapers not only do we pay 30$ a month for valet trash they refused to take our trash. The leasing office didn't help. We have been discriminated against since we have had the disable person not to mention we are black. We have been threatened to be fined for using a nlack trash bag

    • Initial Complaint

      Date:05/30/2024

      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 did applied online for leasing an apartment at Cortland *********** location, on the following webpage: ************************************************************************************************************************************************ paid the Administrative Fee online for 150 dollars plus an Application Fee 50 dollars.Unfortunately the application was rejected and withdrawn, so after spoke with the agent on chargebof my case, *********************************, he mentioned that as per Cortland policies, a refund for the fees payed online will be refund to my account. But after almost a month I haven't received any refund so far, I have tried to contact them multiple times via email, texts and phone calls with no response at all. Request to refund those fees as agreed.

    • Initial Complaint

      Date:05/29/2024

      Type:Billing 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.
      Good Evening.I am writing this in hopes of getting a resolution meaning my name taken out of Cortland's system saying that I owe them money and my name removed from the collection that they reported me to. I was renting an apartment at Cortland *********** in 2022. In 2023 I had to move out. They sent me a bill in April of 2023 for *******. I protested the bill but ultimately realizing that I would have to pay it. I paid the bill in April of 2023 with my tax refund and a loan that I had to take out. It shows in my bank statement that they cashed the check so I though that was the end of it. Last month April 2024, the contacted me regarding the move out charges and said that I still owed them. I showed them my proof of them cashing my check from my account in the form of a bank statement. Despite that, they sent my account to collections. I am seeking that my name be removed so that it does not affect my credit and for something to be done about their business practices because it is not fair to collect someone's money then send them to collections even when there is proof that it was paid off in full.

    Cortland is NOT a BBB Accredited Business.

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