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 Park

  3850 Silverton Cir Fort Worth, TX 76133-3824

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:01/17/2024

  Type:Billing 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.

  Hi, Good Morning! I rented an apartment with this Property for 2 years, during these 2 years I had multiple complaints about the bathtub peeling. Management would always send someone to paint over the problem, but the tub would continue peeling a few days after being painted as painting is not a long-term solution. After moving out, management finally decided to resolve the bathtub peeling situation and now they are billing me for these fees. I never once damaged this bathtub, the paint started peeling off due to use and due o resurfacing not being a long-term solution. I have contacted management and ever mentioned ***** lar that says a landlord cannot bill a tenant for wear and tear damages, this should be part of property maintenance. (Per section ****** of ***** state law a landlord may not charge a ***** for regular wear and tear as result from intended use of the dwelling including subchapters B and D, breakage or malfunction due to age or deteriorated condition.) I have been on time on all my payments with this property, I have taken extremely well care of the property and never had a single issue with anyone, my rent was always on time and do not understand why they are Illegally billing me for a tub resurfacing fee. Could you please help me get a hold of this landlord and have them remove the tub resurfacing fee? Thank you so much!

• Initial Complaint

  Date:01/14/2024

  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.

  At least with his apartments and please note that they did not tell us any of the following until, after signing a lease: They had their gates open throughout the entire time that I stay there so, people are allowed to actually go with in our apartments. They said they had no cameras and they did not comply to anything that the insurance company wanted even after my car was damaged. I also was followed into the Apartments because the gates were left unlocked men actually flashed their p**** and stalked me (one was white and other was black)

• Initial Complaint

  Date:01/12/2024

  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 have complained many times over the last several months via email, telephone, and numerous work orders about the smells in my apartment. My downstairs neighbor is constantly smoking weed on the patio and in his apartment, causing my apt to reek of marijuana day in and out. I have a young child under the age of 2 who has asthma and also has to breathe in this nasty odor. We cant have friends or family over because the smell is overwhelming and embarrassing. The front office plays phone tag with me, and no one has come out to investigate the claims I have made. I have been told to call the courtesy line in which I have, no officers have come by, answered the line, or seemingly cared about my concerns. Same with the management. They talk in circles and will not come. The smell is permeating in the electrical closet so when I turn on the a/c or heat, the smell takes over my unit. I cant open the door to spray in there and my work orders to clean the vents has been unanswered for several weeks now. The problem is still occurring and I have no resolution. No offer to move me and my child somewhere else. I emailed the district manager, she didnt respond. What more do I need to do? I even told them the smell is permanently trapped in my dryer so our clothes also smell like weed when I wash clothes and attempt to dry it. This is sickening and Im tired of it. I work the same hours that the front office is open, so forget them answering the phones when its convenient for me to talk. I have never been able to talk to someone named *** who called me because she is never available when I call right back. I am spending alot of money on Aerosols and scent boosters to keep the apt smelling clean when a simple investigation could be done to confirm the source. Mind you, I have been in my unit now for 4.5yrs and this person moved here end of summer. It started up a month after he came. I dont have to lie about this, all it takes is for them to come see for themselves.

• Initial Complaint

  Date:12/29/2023

  Type:Delivery 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.

  A package I refused, which was shipped by one of your tenants, went to the leasing office of Cortland North Haven, with this address:************************************************* The package tracking number is 1ZAC98180358250018. If possible, could you please locate it and ship it to my address at: ***********************, *************************************************. I will pay for shipping.I have never lived in a Cortland building, nor have I ever lived in *****, and have no plans to move there or lease from you.I also have not been able to contact the seller of the package/your tenant as they have been extremely uncooperative. Could you please locate and/or ship the package to me? The item costs $664 including **************** tax.

• Initial Complaint

  Date:12/20/2023

  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 deeply troubled by the sharing of my nonpublic information with credit bureaus, leading to inaccuracies in my report. This has caused immense financial and emotional distress. Under 15 USC **** Section 602, I have the right to privacy. Additionally, 15 USC **** Section 604 A Section 2 prohibits furnishing accounts without my written instructions. Moreover, under 15 USC **** B, late treatment of payments on my account is prohibited.Please rectify these inaccuracies promptly to alleviate the distress caused. My account number is *******. I trust you'll address this matter in accordance with the law and ensure accurate reporting going forward.

• Initial Complaint

  Date:12/15/2023

  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.

  Ive been without a stove for weeks at a time, my air/heat has been replaced 3 times, this last time my stove went out they replaced sockets and the stove made a loud popping noise. Im behind on my rent due to having to buy breakfast, l lunch and dinner for myself and my family for weeks straight without a stove. Its been worked on 5 times now and this last claim I submitted in going into the 3rd week without a stove.

  Business Response

  Date: 12/28/2023

  The community team spoke with ************ and were able to come to a resolution for his concerns. At this time, all concerns have been addressed and no further action is needed.

• Initial Complaint

  Date:12/05/2023

  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.

  This company has sent falsified LEGAL documents to a collection agency that has been on my credit for 3 years. I have been traumized by Cortland for many reasons, I am just now trying to deal with the destruction. I contacted the collection company (**********************) agency and explained that ******* was awarded ZERO dollars against me in an eviction lawsuit, as I was not evicted for rent (I was illegaly targeted for complaints). She asked for documentation. I sent her the eviction notive and judgement via scanner. She called me this morning asking me where i got the documents? I told her they were orginals. She accuesed me of altering legal documents becuase she got the copy from her client (Cortland). When I stated I knew ***** percent that i had the orginal she started in on when can you pay this. I went back to court website that clearly shows $0 awarded and sent her pictures of my original documents (that are clearly not altered) she has gone silent and will not send me the "original documents" she supposedly has. Either someone at ******* or someone at Cortland is falsifying court records and I want to know who it is.

• Initial Complaint

  Date:11/29/2023

  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.

  Please see the document titled OVERVIEW first. Then in the following order:09.22.23 09.27.23 09.27.23 response maintenance requests cut window outside light cracked gutter 1 cracked gutter 2 Motley--Cortland Cortland Independence I have video of the jackhammering, ants, and banging, but they are too large to upload at this time.

  Business Response

  Date: 12/19/2023

  Hello *****,
  
  We regret that you had these concerns while living at Cortland Independence.
  
  During your time here, we received the following service tickets which were all addressed within 48 hours.
  Ceiling Fan doesnt have a high speed and makes a noise
  Wasps outside of home
  The light under the microwave was burned out (unable to reach resident so this was closed and the notes asked her to reschedule)
  Master toilet doesnt flush and its clogged (unable to reach resident so this was closed and the notes asked her to reschedule)
  Closet Door was off track (unable to reach resident so this was closed and the notes asked her to reschedule)
  Kitchen Blinds were not working (unable to reach resident so this was closed and the notes asked her to reschedule)
  Sink Clogged (unable to reach resident so this was closed and the notes asked her to reschedule)
  Ants in the oven reported once and treated
  
  We do our very best to resolve all concerns in a timely manner, however if we are unable to get in touch with the resident or enter the home, we do ask that they reach back out with a convenient time for us to reschedule the work.
  
  Renovations are communicated very clearly during the leasing process. In addition to being told verbally that renovations were taking place,all leases include a renovation addendum which acknowledges that you were made aware of the renovations taking place in advance.
  
  Regarding the balance on your account, this is correct as we did not receive a 30 day notice to vacate. Regardless of whether a resident is using the 45 day guarantee or non-renewing, we require a written 30 day notice to vacate or rent and utilities continue being charged as normal. The team at Cortland Independence made multiple attempts to contact you over email regarding overdue rent which went un-responded. Our account settlement department did ultimately remove your termination fees, however the balance for rent owed and your final utility payments remained on the final account statement. As you lived in the home when these fees were incurred, they will not be reversed. This is our official and final stance on the matter. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20932964
  
  I am rejecting this response because: 

  As I said in my initial explanation, there is an absolute difference between renovations and construction; jackhammering is not part of a simple renovation. Further, I maintain that when immediate neighboring residents were having their lease renewal refused so that construction could begin on their apartment, the apartment that me and my family moved into should not have been leased. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/19/2023

  *****,
  
  Attached is the addendum that was part of your lease which you signed. Specifically, the following 3 sections pertain to your concerns.

  Section 3. Resident acknowledges that existing, on-going, or future construction on the property *** affect your use, view, and enjoyment of such property. 

  Section 4. Resident acknowledges that the property, including its common areas and dwelling units, *** currently or in the future be under repair, renovation, improvement, or construction... Resident also acknowledges that the repair, renovation, improvement, or construction does not represent a breach of Owner's obligations under the Lease Contract.

  Section 6. Repair, renovation, improvement or construction at or near the property *** create noise or other disturbances, and the property itself, or portions thereof, *** be unfinished for some time with respect to landscaping, building exteriors, interiors, amenities, walkways, lighting and the like. Resident acknowledges that these conditions *** create inconveniences that *** be beyond the control of the Owner. Resident agrees that despite these inconveniences, the obligations of the Resident, including payment of rent, as set forth in the Lease Contract will still be in effect. 

  Given that this was included as a part of your lease agreement which you signed, we maintain the stance that no concession be granted. This is Cortlands final and official stance. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20932964
  
  I am rejecting this response because:
  My lease had 22 sections and I could not have been expected to memorize every word on every page. I concede that the word "construction" is, in fact, in the lease, but I assure you that when meeting with the leasing agent and in any communication with them, there is no emphasis that there would be jackhammering going on above our heads or windows being cut out while we sleep. The key word they used was "renovation," as though "construction" was taboo.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/29/2023

  Type:Order 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 not liable for this debt with 09 CORTLAND LUXE SHADOW CREEK APT. I do not have a contract with 09 CORTLAND LUXE SHADOW CREEK APT. They did not provide me with the original contract as I requested.

• Initial Complaint

  Date:11/13/2023

  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.

  Sardis Pace at ******** by Cortland is actively reporting inaccurate information on my rental report. It has cost me 2 application fees with other other homes that I were recently looking to move into. Cortland is reporting that I have a current account balance of $3199.84 from 2018-2019 for ********************************. I have already settled the debt with The **************************************************************** I have the physical proof in the form of a letter sent to me stating that the debt was settled, with account information included from the third party settlement company. I have contacted ******************************** just to be transferred from representative to representative multiple times without resolution. I finally was connected to a manager in the office via email who told me that they were unable to remove the balance from my account. Well, I would like to know where the thousands of dollars that I paid out of my pocket to the third party settlement company were applied to, because Cortland is refusing to correct my account balance and close the account. ******************** please assist me as this lack of integrity, accountability, and morals has not only cost me money, but it is now impacting my credit/rental report for future property purchases. I initially vacated the ******************************** property because of lack of response from property management. My neighbors smoked weed all day and I had a newborn that was subject to smelling that s*** all day. I complained and complained to the property manager, once again, to no resolution, so for the health of my child I vacated the property. I will attach my proof of the settlement and screenshots of the email from the property manager. I am done trying to contact them on my own, I already understand the lack of ethics that I am dealing with and am looking this get this matter resolved promptly. This is my initial step, but if left unresolved, wont be my last.

  Business Response

  Date: 12/19/2023

  ********,
  
  Thank you for contacting us regarding your concern. When a balance goes 45 days past due as occurred here, Cortland sends that balance to a third party collections agency to handle moving forward. When the debt is passed to an agency, it is no longer within our control. The document you provided does show that you had agreed to pay a lower balance to the collections agency, NCS, to have it removed from your credit report.Previously, you communicated over email that the balance was still being shown as active by RenterRelations. Cortland does not work with a group by this name and due to this are unable to assist if their reporting is incorrect. It may be that this is an agency that NCS works with and we advise reaching out to them for clarity.