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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.
    • 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:03/26/2024

      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 APPLIED FOR AN APT ON DEC 14, 2023. MY APPLICATION WAS LOST. I FOLLOWED UP WITH THE COMPLEX AND THEY IMMEDIATELY APPROVED ME. I DECLINED THE APARTMENT ON THE SAME DAY. I PROVIDED MY MAILING ADDRESS FOR THE REFUND. IT WAS NOT RECEIVED SO I USED MY OTHER MAILING ADDRESS. TO DATE NO REFUND HAS BEEN RECEIVED. I CONTACTED THE LOCATION AND WAS TOLD IT WOULD BE SENT OUT.

    • Initial Complaint

      Date:03/12/2024

      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.
      On Feb. 10, 2024, I filled out a rental application online. I was told that certain fees wasn't due until move-in, but before the application will even submit, you have to pay all fees/deposit up front. I called the office to confirm and *** stated that was true. First warning sign. Even the paperwork states to pay on the day of move-in. After submitting the application, because I needed somewhere to stay, I received a call Monday morning Feb. 12th, 2024 stating my application didn't go through because it denied for being $400 short of 3 times the rent. So since my application didn't go through, I asked would my money be refunded. Which I was told yes, only for the manager to call me stated I could only be refunded back the $350. I have the email from the manager(***************************) and regional manager(***************************) contradicting their statements. I never received a reply back after confronting them about lying and keeping my $125 fee. None of the paperwork given to me stated that the fee was "non-refundable." Now they're sending me paperwork stating they did process my application when they didn't. The dates doesn't even match up. This company/the people working in this office are scamming people out of their hard earned money and covering it up with falsified documents, which is against the law and something needs to be done about this! This has been done to hundreds of people. Read the reviews, it's there. I want all of my money refunded($475) because they did absolutely nothing with my application. It denied as soon as I hit submit because of the $400 short 3 times the rent. I am a extraordinary ***** and my 20+ years of renting proves that. I've never had an issue renting and I believed this company is low-key profiling the tenants. As of yet, March 12th, 2024, I have yet to receive any refund!!

    • Initial Complaint

      Date:03/12/2024

      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.
      In December of 2022 I moved into Cortland *************. The apartment was not cleaned ready for move in (toilets filthy, bbq sauce on the walls and blinds. I did inform them on the inventory paper about this, nothing was done. January of 2023, less than a month after move in, we had a leak that destroyed the ceiling. Water came from ceiling fans, the walls, everywhere! The maintenance guy came and drilled holes in the ceiling, and put my garbage can there to catch the water. No one ever retuned til a week later and they told us they forgot. We also have a parking issue due to residents not using the proper parking lot for their building. I have went to management countless times, about me and my daughters safety and having to park so far away from my building late at night with no security officer. All i was told was first come first serve. Lastly, its time to move out, the office requested a stammer saying we were not resigning. I wrote that We will not be renewing the lease, we will like to move out. But the office lost it. And charged me a ridiculous amount on to my account. Even after we told them verbally over 5 times I know! I have talked and went to so many people and no one can help me. I left with a $3227.42 balance and after charges from fees like cleaning. I have been making payments since December regarding this statement and receiving threatening calls and emails. My entire stay at this place has been horrible. I dont have a problem paying my prorated rent for the month and damages if there were some, but the other fees are unacceptable.

    • Initial Complaint

      Date:03/06/2024

      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.
      Over the past year to two years, Cortland West in Brookhaven has not repaired nor replaced their front gate access that has caused security hazards since.Furthermore, for the last two to three months, the package locker has been broken/down in which hundreds of packages have been stolen. I have personally had over ten packages stolen. If you go in our parking deck, currently, you can see all packages on the ground or scattered in open lockers. There has been one to no communication about repairs or replacements. There has been no talk of reimbursement. There has been discount on rent. There has been no accountability from this office. Please do not live here. You and your belongings will not be safe.

    • Initial Complaint

      Date:02/22/2024

      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.
      We have not received our security deposit they promised.

    • Initial Complaint

      Date:02/12/2024

      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 moved into this building in 2018 and left in 2024. I was charged for blind replacement which included 2 blinds given I lived in a studio apartment. I would think that they would be replaced anyway given I lived there for several years. Also I was charged a scraped stove fee but that's the same stove they replaced when I first moved into the building. I spoke with the management staff regarding this issue. I don't believe I should be charges a fee for a scratched stove that they replaced. Lastly upon initial moving into the facility. You were able to smoke so I am not sure why I am getting charged a smoking bomb fee. I am looking to get my full deposit back. I feel like these charges are frivolous.

    • Initial Complaint

      Date:02/09/2024

      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.
      They are wrongfully with holding our deposit and trying to bill us for a total replacement of the carpet the faded black marks that they easily could have left with the shoes in the photos they sent. And indentions where our bed was! They are trying to also claim the damage done from a month long water leak from the a/c is also ours to pay for I've attached e-mails and screen shots of when the leak started and when they said in email they would fix it it also resulted in an injury to our child! It lasted from may-june6th. I've sent ***** multiple emails of proof and he's still refusing to refund my deposit the are wrongfully keeping my deposit because they are a big corperation and they know they can. This is clear retaliation because they are upset the had to let me out of my lease because my neighbors violiated multiple lease violations smoking weed outside in a non-smoking community and their officer caught them and said it was ok! Then they were partying til 3am most nights keeping my children up! I attached the voice recording of the officer telling the neighbors it's fine to smoke but take it inside. They are aware of all my complaints and violated my leasing rights to peace and quiet I was promised to be let out my lease penalty free but you can see they are keeping my deposit in retaliation. I do not dispute the blinds that are broken. But they are also claiming the apartment had a bad smell I paid 300$ for a cleaning company they can and did the smell test while my cleaning company was cleaning and they will testify to that and who came in to do the test. Lastly I have videos and pictures of the condition of the apartment there was nothing wrong with it we live there for 14months the carpet was fine other than one small acrylic kids paint stain which can easily be cleaned. The company is strong arming me even with all the evidence and has admitted that they protect each other and stick together because they are a family I just want my money back!

    • Initial Complaint

      Date:02/02/2024

      Type:Sales and Advertising 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 Cortland Decatur East a total of 3 times. Each Applcation Fee was $220. I was denied then approved with condition. I was denied due to a false rental report where I provided evidence to their third party source Leasing Desk and them. The debt was determined to be invalid. They delayed reversing their decission , asked me to provide the same documents multiple times, and as a result the unit I desired was leased to omeone else. They mailed a refund check for one of the app fee's to me and one to my mother, but my bank informed me it was not payable due to property stopping payment or their bank had insufficient funds. I did not get the 2 month rent free special or prorated rent waived. I was treated unfairly, given false information. Property needs much improvent and is not operation as a luxury community.

    • Initial Complaint

      Date:01/29/2024

      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 have applied for an apartment at ********* on March 2023. There was an enormous inconvenience throughout the entire process and I have been calling, sending emails and visiting the office to resolve my issue until this day January 29,2024, but Im only told that they will look into it or talk to management- that apparently is never in office when I go, or behind a closed door, too busy to see **** have also had my application on hold for approval on the management desk while not even opened- for over a week after all information was provided and my application passed all checks- after they had me return every time for more information or have to come back the next day because an employee doesnt know what to do because she is still on training.For that reason, I went to the office to just cancel my application right after my father's funeral- as I will no longer need a 2bdr apartment- and still had no answer regarding two duplicate application payments I made, since they made an excuse that my electronic payment did not go through and I could just get a check. Of course they were able to see the payment after I already paid by check and had two duplicate applications and payments. I had to rent at another community where I was able to move the next day after applying.With all the circumstances in hand, I have still been having communication issues with the office and when I go, I am told to come back again when another staff member is available or direct my issues to ************************* who is the only one who even listened to my issue, but then said she will get back to me about it and will see if they can refund 375$ of the duplicate payment. I was asked for my address to have the payment sent, but I told them my mail is not reliable for that and they could have the check send to their office so that I could come pick it up. After that, the same no response or we will get back to you continued.

    • Initial Complaint

      Date:01/25/2024

      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.
      Cortland will not return the unused portion of my security deposit at Attiva *********, *************************************************************** despite repeated requests over the last 6 weeks. The apartment was vacated at end of lease, was empty and clean with no damage. I left in August last year to attend a university program in Europe and returned to ******* Dec 19, 2023. I keep getting told they are looking into it. I WANT MY MONEY NOW.

    Cortland is NOT a BBB Accredited Business.

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