Complaints

This profile includes complaints for Emerald Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Emerald Management, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Emerald Management, LLC

  583 Downing St Lawrenceville, GA 30046-4598

  
• 

  Emerald Management, LLC

  911 Duluth Highway Lawrenceville, GA 30043

  

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:12/16/2024

  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 rented a townhouse located at **************************************************************************** from December 1st, 2023 to October 31st, 2024 from Emerald Management, LLC. After I moved out, they charged me a $100 fee for professional carpet cleaning. It was taken out of my security deposit. On August 12, 2024, I informed Emerald Management about vacating the townhouse I was renting. They responded with an extensive "move-out list" of what they wanted me to do. Professional carpet cleaning accompanied by receipt was one of the things they all of a sudden required me to do. However, it was NEVER mentioned to me before and it was not mentioned anywhere in the lease agreement I signed. I left the property in the condition it was received when I moved in; as per the lease agreement, the entire house was clean, including the carpets, and nothing exceeded normal wear and tear.Emerald Management, LLC refused to return the $100 fee and refused to provide proof that the additional cleaning was needed. I ask you for help with this matter. Thank you.

  

  Business Response

  Date: 12/18/2024

  You decided not to be present for your move out inspection which created questions concerning specific damage to the unit.  Through reasonable discussion between you and our office, we came to an understanding concerning repairs that were agreed upon and those charges were removed..  
  
  Concerning the carpet cleaning, we sent a move out form outlining expectations as a reference for you so as to be proactive in helping you retain your full security deposit.  The carpets were professionally cleaned prior to your move in and we expect the same upon move out.  You argued the validity of a professional carpet clean despite the fact that I provided you with reference points in section 4 D and E related to cleaning and security deposit return.  You stated that the lease did not specifically state you were required to clean the carpet and did not want to be held responsible for that.  As you pressed the issue, we reviewed the agreement, took into account that you were a good resident, and opted to return the carpet cleaning money as an act of good faith; not because you have given us a poor review.
  
  We hope our actions have resolved all discrepancies specifically with you and reflect our professionalism and willingness to communicate and resolve concerns with our clients.

• Initial Complaint

  Date:06/03/2024

  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.

  On March 7th 2023, i reached out to ****************************** about health concerns my family and I had been urgently complaining about since the time we moved in July 2021. The reasoning behind the termination of this lease was for no other reason than us pleading with multiple levels of management at emerald for some sort of relief. As I had my move out inspection with *****, i showed him these concerns (mold in multiple areas of the home due to maintenance concerns brought to Emerald homes attention, including under the dish washer that was leaking into the basement for over a month that was ignored. This specific issue, i was contacted via phone call by *****, that then told me if you had someone come out and test, and it wasnt certain types of mold, we could be liable for a bill exceeding $1,000) , as i had previously stated in many emails. The MULTIPLE leaks in the roof was a maintenance request put inalso mold. The tub facet that ran on full for over 5 weeks without any resolve (several hundreds of dollar utility bills, was told emerald would reimburse us for these charges)Specifically, the ceiling tile that was in the basement bedroom covered in mold. Pictures and maintenance request sent to portal. The ***** infestation that was brought to emeralds attention within 48 hours of move in that continued to be an issue to a point of full mental turmoil and was ignored multiple times. We were told to contact our own pest control company, that was on our cost. The air conditioning, that was never fixed, and the house had a recorded temperature of over 110 degrees in my 2 year old daughters bedroom. (service technician stated he had suggested something be done multiple times for tenants before us) We did not terminate this lease due to unhappy conditions. We terminated this lease due to declining health of ourselves and our children. We had no longer remained in the residence after the month of march 2024. $8,059= 3 months rent, deposit, and water bill

  

  Business Response

  Date: 06/06/2024

  We understand the importance of addressing and resolving any issues our residents *** have. **** and ***** moved into our property in July 2021 and renewed their lease twice, each for a year. Throughout their tenancy, we responded promptly to every complaint and service request they made. This included cleaning the air ducts, checking for gas leaks multiple times, and replacing ceiling panels even when not necessary. We have documented proof, including photos and service records, demonstrating that we addressed each request diligently.
  **** and ***** decided to continue their lease, which suggests that their overall satisfaction with our services was reasonably met. In March, **** personally informed me that he needed to break the lease due to personal relationship reasons. Understanding the situation, I agreed to waive the $500 lease-breaking fee. However, it was clearly communicated that a 30-day notice and the rent for the extra month after moving out were still required. This agreement was provided to **** in writing as requested.
  **** and ***** moved out at the end of April, and as per our agreement, they were charged for the month of May. We also ensured that the majority of their security deposit was refunded to them.
  We strive to provide the best possible service to our residents and regret any misunderstanding or inconvenience that *** have occurred. We are always open to feedback and committed to continuous improvement.
  Best regards,

  *************************
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21797072
  
  I am rejecting this response because:

  The reasoning I gave *************, what u would consider a Constructive Eviction was not relationship issues. This is largely exaggerated, and the most important fact is left out. I explained that my 1 year old son has suffered respiratory issues since shortly after we brought him home from being born. These respiratory issues have come to light as contributed from long term mold exposure. Documentation from his pulmonologist can be provided. I have submitted photos and written proof that we cried for help the entire time. The ceiling tile that didnt need to be replaced is shown in the photos to clearly have black mold covering it. The screen shots of the maintenance request with date stamps, and being canceled should be a strong indicator of lack of care my family had in emerald homes eyes. I have hundreds of photos, and documents that show several times severe issues were neglected. I have saved every message, email, and notices made to emerald homes about these issues. When I spoke with ************* about wanting to break the lease, her cold response was I can get a lot more for the house than what youre paying. There was zero accountability or empathy. Also, the reason behind receiving a large portion of my deposit back, was cause I spent weeks scrubbing every inch of the house to return to emerald in as best of condition as I could. You were contacted multiple times to verify you received notice to vacate, and they ignored it, obviously. I gave a 90 days notice. As seen on march 7th, was reciprocated by *************. 
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/10/2024

  Please explain the purpose of this message. Are you wanting something specific from this complaint? 

  Regarding giving notice, an official notice to vacate must include a specific move-out date. On March 7, you mentioned that you were looking for a new place. However, this does not constitute an official notice to move out. We often have residents who inform us that they are looking for a new place but end up staying for years. Since you were unsure about your moving date, your statement about looking for a new place cannot be considered a formal notice.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21797072
  
  I am rejecting this response because:

  *************, 

  You were informed of every step I took to relieve my family of residency at ***************************. Included that everyone had already moved out of the house prior to April, and I was doing move out cleaning. I specifically would like the May rent charge removed from billing. This specifically, I had asked you personally if I would be charged anything, as you replied No. Also, in that same conversation, you explained I had already given you notice to vacate, and would not need to give anything else. I feel taken advantage of in the sense that I tried to be a good tenant and keep you informed. I dont even care to receive the deposit back. Just bill the ledger as $0 and Ill honestly be in agreement. I tried sending an email prior to my complaint, and you ignored it. Reasoning for my BBB complaint. If there is a need to escalate further to resolve, please let me know what I can do. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/10/2024

  So you have gone from $8,059= 3 months rent, deposit, and water bill to feeling like you should not owe the month of May rent $$2057.  Is this correct?

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21797072
  
  I am rejecting this response because:
  
  Considering the facts stated in my complaint, Emerald Management LLC failed to provide adequate repairs to keep the residence in a safe and habitable condition for the 7 residence living in the home they managed (5 being minor children), as of March 7th 2024, I made an integral decision to move my family and myself out of the aforementioned residence due to the toxic mold, c*** ***** infestation, and ongoing maintenance issues directly contributed by no repairs, poor repairs, and the prompt timing of significant repairs needed to be made. As I would appreciate a mutual resolve, rather than litigation, yes I have compromised what I believe is fair for what your company knowingly put my family through. We could included hospital bills, doctors bills, and specialist cost contributing from the condition of the home to the total, if that would make more sense. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/10/2024

  This is so confusing.  We are back to what are you wanting?

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21797072
  
  I am rejecting this response because:

  At the least, Take the $1,117.00 off the ledger, and agree the lease was fulfilled, and Ill be suffice. 
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21797072
  
  I am rejecting this response because: At the least, Take the $1,117.00 off the ledger, and agree the lease was fulfilled, and Ill be suffice.
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/12/2024

  Done.  I will send you a ledger showing balance is zero.

• Initial Complaint

  Date:05/01/2024

  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.

  I rented a commercial space with this company. I was released from my contract 1/31/2024 and went month to month. Moved out 4/30/2024. I want my deposit returned.

  

  Business Response

  Date: 05/10/2024

  Dear *************************
  
  I have reviewed your file and ledger.  You rented the space on 1/3/23.  We notified you on 11/30/23 that your lease would expire on 1/31/24 and a month to month lease would begin on 2/1/24.  Your lease states that a 60 day notice is required to terminate the month to month lease (see #** on page 3).  We are being very lenient by only charging for 30 of the 60 day notice.  Your security deposit is being applied to the notice and you have a balance of $85.

  *************************
  Broker/Owner of Emerald Homes

  Customer Answer

  Date: 05/13/2024

   
  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:02/11/2024

  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 December 21, 2023, I picked up check for a refund of my security deposit that was given to Emerald Management for rental property in September of 2020. The security deposit amount was $1,799;however, the refund check was for $1,519. Upon asking about the discrepancy, I was given a document that stated the charges were for:rekey unit $80 touchup paint $200 Per the lease I signed in September '2020, the only charges that I would be responsible for if I choose to not renew my lease is the rekeying of the unit and any damages.Also, after the completion of the walk through on October 10, 2023, the property manager and I both signed the move-out documents...Under damages, the selection is No.I sent an email to Emerald Management on December 21, 2023 about the discrepancy and asked for a refund of the $200... As of this date, February 11, 2024, have not received any response back from them.An additional complaint I have: On the move-out sheet, it was listed that I need to pay to have a professional carpet cleaner and provide them a copy of the receipt...This charged was not listed in the lease as well. I paid that charge because I did not want them to deduct a carpet cleaning charge from my security deposit.I feel they have taken advantage of **** would like a refund of both the touchup paint charge and the carpet cleaning charge.

  

  Business Response

  Date: 03/17/2024

  I responded on Feb 28th with comments and pictures.  My email shows that it was delivered.

  Please find attached pictures of the walls and the security deposit return letter.  We returned $1519 of the $1799 security deposit due to more than normal wear and tear.

  *************************

  Emerald Homes

  ************

• Initial Complaint

  Date:04/19/2023

  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.

  This is the landlord or management company. They never answer phone calls or respond to emails and this has been going on for the past 6 months. Don't know what to do about asking questions or sending emails.

  

  Business Response

  Date: 06/15/2023

  We do not have any tenant by this name and the address is not one that we currently or have previously ever managed. If this is a tenant of ours, can you provide a name that is on the lease with the correct address of the unit under our management and we will be happy to resolve any unaddressed issues. 

   

• Initial Complaint

  Date:01/03/2023

  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 December 15th, we answered an ad which had been placed online by emerald management. Initially we were interested in a property in ****** for which we applied in application fee of $60 each. ****** contacted us about the initial property that we had applied to rent and told us that it had been taken and that she would refund our application fee. She apologized and afterwards coerced us into applying for a different property in Sugar Hill, instead of having her refund our money. She made us believe that our chances of being approved for good; however, today on January 3rd 2023, I contacted ****** by phone, and she told me that the second property on *********** had also been taken before we had even agreed to relinquish our application fee towards the property. Our intuition told us to walk away from the initial property after emerald management agreed to refund our $60 application fee per person which was between myself and *******. We were deceived by ****** and emerald management. At this point we are demanding a $120 refund.

  

  Business Response

  Date: 01/04/2023

  We are truly sorry that ***** feels she was mistreated.  As she mentioned, we offered to refund the application fee when someone else had been approved for the property in ******.  This is our practice when we have not pulled the credit report due to waiting on supporting documentation from the applicant. 

   

  This application did not move quickly in our processing due to waiting on supporting documentation from the applicants.  It was also delayed due to not one time being able to speak to the co-applicant, *******. It is our normal practice to confirm who is applying and providing supporting documentation.

   

  We did refund the $120.  ************** Ms ***** chose to react by posting to BBB instead of calling our office and discussing her frustrations.

   

  *************************
  Broker/Owner of Emerald Homes

  "Your Primary Source for Property Sales, Management, and Acquisition"

  phone: ************
  site: www.emerald-homes.net