Complaints

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

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  Banner Property Management LLC

  40 Shuman Blvd., Suite 240 Naperville, IL 60563

• 

  Banner Property Management LLC

  6310 Ansley Falls Dr Charlotte, NC 28217-2989

• 

  Banner Real Estate Group

  12000 Wisdom Dr Cary, NC 27519-0981

• 

  Whisper Hollow Apartments LLC

  12430 Whisper Hollow Dr Maryland Hts, MO 63043-3623

• 

  Glen Hills Apartments

  302 Parkwood Ln Madison, WI 53714-1974

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:02/18/2025

  Type:Billing 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.

  Business Information:************************* ************************************************ Phone: ************** Nature of Dispute:Unauthorized transactions, refusal to remove credit card information, and failure to honor buyout agreement.Details:On January 13th, 2025, I exercised my right to a buyout agreement, paying $2,898.00 to eliminate all further leasing obligations, except for repayment of concessions. However, on February 2nd, 2025, ************** Apartments deducted an additional $1,453.95 from my account without authorization.Furthermore, they are attempting to withhold an additional $515.65, bringing the total amount to $1,969.60. I have disputed these charges, but they refuse to remove my credit card information from their system, preventing me from deleting my payment method.Attempts to Accommodate:Despite my repeated emails and requests, **** Hills Apartments has failed to provide a satisfactory response or resolution. They have acknowledged my concerns but continue to insist that the charges are valid.I believe **** Hills Apartments has engaged in unfair business practices, and I request the BBB's assistance in resolving this matter. I would appreciate it if you could help me obtain a refund for the unauthorized charges and ensure that my credit card information is removed from their system.

  Business Response

  Date: 04/02/2025

  ****** is a member of the Glendale Chamber of Commerce which ************** belongs to. He called me looking for an apartment back in October. At the time, we were offering 1 month free on all apartments. ****** came in, liked the apartment and applied. The Chamber of Commerce is part of our preferred employer program so ****** was approved at the standard deposit so therefore, we gave him the security deposit at $150 and, ****** received 1 month free which was November. ****** came in the office on January 13th and said that he needed to break the lease. On January 28th, he came into the office to hand in his keys and he said that he would be back with a money order. The Manager told him to pay it online but he said that he was not able to pay because the amount that was on the ledger had the $1449 list which was for repaying the free month and he had no plans on paying that. He was also told that the lease requires a 30 day notice and that he is still rent responsible for those 30 days and he said he will not pay for that either. 

  
  

  Because ****** had set up automatic payments and did not cancel the automatic payment, and he was not moved out of the system until 2/13 when his 30 day notice date was set to end, $1449 payment was made on 2/2. He had a balance of $515.65 which was sent him to collections. All the paperwork is attached. 

  
  

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

  Vice President of Operations & Marketing

  *************************************;

  **********, IL 60563

  ************ Direct

  

  Customer Answer

  Date: 04/02/2025

  BBB and *************************,
  
  
  I appreciate the response from *************************, but I still dispute the unauthorized charges made to my account. As stated in the buyout agreement, I satisfied the terms by paying $2,898, which covered the two months' rent required to buy out the lease. Additionally, I acknowledged owing $1,449 for the "free rent" concession, which was not clearly disclosed to me when I accepted the apartment.
  
  The buyout agreement requires a 30-day written notice prior to the termination date, but it does not specify any penalties or prorated amounts due if this requirement is not met. Despite this, I had informed *****, the manager, of my intention to vacate the premises before she left for vacation in early January, prior to signing the buyout agreement on January 13th.
  
  The buyout agreement states that it "shall release Resident from any further liability under the Lease, except for the repayment of any concessions received." I believe this clause indicates that my obligations under the lease were fulfilled, and no further rent-related charges should have been made.
  
  However, **** Hills Apartments made a charge of $1,453.95 on February 2nd. While I acknowledge owing $1,449 for the concession, I dispute the additional amount and any further charges. Furthermore, I also dispute the additional $515.65 that **** Hills Apartments claims I owe, as I believe this amount is not justified under the terms of the buyout agreement.
  
  I request that **** Hills Apartments:
  
  Refund the excess amount charged beyond the $1,449 owed for the concession.
  Remove my credit card information from their system.
  Cancel the collection of the disputed $515.65 amount.
  
  I hope we can resolve this matter amicably.
  
  
  Sincerely,

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

  Business Response

  Date: 04/28/2025

  "The following is a breakdown of charges and payments for ****** ******.
  
  30 day notice received 1/13/25
  On 1/13/25, $2898.00 was added to the ledger for the lease buyout.
  On 1/13/25, $1449.00 was added to the ledger for the 1 month free concession he received. ( November rent free)
  On 2/1/25, $37.93 for water, sewer and trash for 12/1/24 to 12/31/24 posted
  On 2/1/25, ****** ****** paid $2998.00
  On 2/2/25 ****** ****** paid $1449.00
  
  On 2/13/25, management moved ****** ****** out in our system. 
  On 2/13/25, $54.97 for water, sewer and trash for 1/1/25 to 2/13/25 posted
  
  Total amount of charges for rent, utilities, Lease Buyout, Concession repayment: $5112.65
  Total amount paid by ****** ****** including $150 security deposit: $4597.00
  Balance due $515.65"
  
  
  
  ******* *****
  Vice President of Operations & Marketing

  Customer Answer

  Date: 04/29/2025

   Subject: Formal Dispute of Outstanding Balance Lease Buyout Completed
  
  Dear [BBB Representative or Property Manager],
  
  I am writing to formally dispute the outstanding balance of $515.65 on my account for the apartment at ************************ ******************************
  
  Per the lease contract and our communications, I have satisfied the lease buyout requirements by paying:
  
  $2,898.00 for the lease buyout (two months rent),
  
  $1,449.00 to repay the concession for November (even though the lease did not explicitly require repayment of concessions upon early termination),
  
  And additional rent and utility charges through the date of my physical move-out (January 27, 2025).
  
  My total payments, including the security deposit, amount to $4,597.00.
  
  While I acknowledge that I gave notice on January 13, 2025, and not the full 30/60 days in advance, the lease does not specify any additional penalty for providing less notice beyond satisfying the lease buyout conditions. No clause in the lease imposes further financial liability or penalties based on the timing of notice, other than fulfilling the buyout terms.
  
  Further, the lease states that rent is due in advance and that utilities are billed based on occupancy. I moved out on January 27, 2025, and should not be billed for utilities beyond my occupancy date. It appears that some utility charges posted after my move-out, due to management processing my move-out on February 13, 2025. Administrative processing delays should not alter my financial responsibility under the lease.
  
  At this time, I respectfully request:
  
  A full ledger breakdown, with dates tied to actual lease terms,
  
  Identification of any lease section that supports the continued balance of $515.65 after satisfying the buyout and concession repayment.
  
  In the absence of such documentation, I request that the account balance be cleared and my account be marked as paid in full, reflecting that I fulfilled all contractual obligations in good faith.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** ******
  Complaint: 22958195
  

  Business Response

  Date: 05/09/2025

  We have provided the residents ledger and full signed lease to them multiple times, both inside of and outside of BBB. We are acting in accordance with the terms of the lease agreement. This resident is disputing terms and charges that they have already agreed to in their signed lease and will be held financially responsible for all unpaid charges. 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 22958195
  
  I am rejecting this response because:
  

  While they claim I am disputing charges I agreed to in the lease, the signed lease does not define the November rent promotion as a concession. The lease buyout was accepted and completed in accordance with the written agreement: I paid two full months' rent and the requested repayment for November, even though it was never disclosed as a concession in the lease.
  
  I have provided payment records and referenced the buyout terms per my notice dated January 13, 2025. My move-out date was January 27, 2025, and no further charges were authorized or agreed to.
  
  I respectfully request that this $515.65 balance be removed, as I have fulfilled all lease obligations and buyout terms in good faith.
  
  Documentation can be provided again upon request.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/18/2022

  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.

  I have applied two bedroom apartment for rent at stonewood village apartments and I was approved. The landlord rental property called stonewood village apartments told me that my move in date is scheduled on November 15th, 2022. Stonewood village apartments later sent me email stating that I should pay a holding fees of $100 in order to secured this apartment for me but they never told me that if I choose not to move in,they will not refund my holding fees of $100. So since I have paid this holding fees, stonewood village apartments was ******* me to sign a lease which due to my hectic work schedule, I cannot do it. They sent me two emails telling me that by Friday, October 21st at 4:30pm, if I don't sign the lease, they will cancel my lease. Again, I cannot sign a lease because I was very busy at work . In fact ,they didn't even show me apartment that I should move in on the 15th of November but they are pressuring me to sign a lease. Now, on Friday, October 21st, they proceeded and canceled my lease and I asked my holding fees of $100, they refused to refund it. Before paying this holding fees of $100, they told me that application fee of $25 is non-refundable even if I was rejected but they told me after I was approved, holding fees of $100 will applied to my security deposit of $350 upon when I am moving in. They have never told me if I have decided not to move in or lease canceled by them I will not be refund back my holding fees of $100. Now, stonewood village apartments refused to refund my holding fees.

  Business Response

  Date: 11/21/2022

  BBB - We do not own or manage Stonewood Village. We sold on 8/30/22. Axiom is the new Property Management Company. Please remove from our BBB account as they are reporting for the wrong Business. Thank you.

• Initial Complaint

  Date:09/21/2022

  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.

  We pay $1580/month to live in a 2 bed 2 bath apartment. All summer, out air conditioning unit has been going out, leaving our apartment temperature 78+ degrees for hours at a time. These are classified as emergency situations. Maintenance staff would come by, check some things and never fix anything. HVAC people came by, said nothing was wrong. We started turning off the unit to let it thaw, but we do this multiple times a day, everyday. Our unit has a very hard time cooling down. This apartment complex has now raised our rent by $100. The BBB helped me with another complaint about our mailbox lock, and am hoping to get the same results this time since our mailbox was finally fixed.

  Business Response

  Date: 10/09/2022

  BBB is not meant to replace communication with the office. We are happy to look into any unresolved issues as many times as needed by contacting the office directly.  We were happy to revisit your mail box complaint once you came to the office and are happy to revisit this as well. Regarding this specific complaint, we have looked at your ac on 7/22/22 and replaced the lowside schreader valve and we charged the unit on 8/11/22. The Maintenance Team did not find anything wrong with the unit on 8/15/22 but heard your complaint and decided to re-charge it on 8/17/22 to see if that would help. Even after troubleshooting and inspecting multiple times on multiple visits with different Maintenance technicians and not being able to find anything wrong, we called Frozen Assets, a professional **** company, that came out to your unit on 8/18/22 and they too, could not find anything wrong with the unit. When you called it back in on 9/20/22, the Property Manager spoke with you and said that if it happened again that you should NOT turn the ac off which is what you had done prior and we thought that may give the Maintenance Team the best chance to inspect the unit again. You continue to turn off and on the unit (as she even says in her complaint) against professional and our recommendation which makes this harder to diagnose the problems you are stating.  We offered for you to call the 24/7 emergency line if there were any issues at all after hours so we could see the issue in live time and we offered to have our Maintenance Supervisor look at it.  8/23/22 we received your email that the unit froze again but you had turned the unit off again making this complicated to recreate and assess the issue you are stating.  When the Maintenance Supervisor went again he checked the high side numbers and the low side numbers and they were exactly where they should be.  He also checked to see if the freon was contaminated and it was not. We are happy to keep checking when you contact the office directly, if you follow the **** professional and our Maintenance Teams' directions and call us in the moment that you believe the unit is failing and we will come back out again. ************. Thank you.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18052227
  
  I am rejecting this response because: There was only one instance where I turned the ** unit off when I was told to leave it on because it was at night and we had to go to bed. We work and the maintenance staff does too. To be clear, we are not constantly going against professional advice. We have email correspondence about this one instance so there is proof if needed. I said I would leave the ** unit on next time it happens, but this is not something I am repeatedly doing like the response states. The rest of the response is fine and what I have already been told. The faulty unit remains in our apartment but we dont leave it on as much during the cooler months. So at the moment, its fine. I just dont want something on record about me that is just not true. Additionally, the BBB does not replace contacting the office directly, but after being put in emergency situations consistently for months with no results, people can feel hopeless. 

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

  Business Response

  Date: 10/20/2022

  Maintenance went back in to the unit again on 10/15 and again the resident had it 67 degrees and the room temperature was ********************************************* good working order.  Our Maintenance Team Members checked outside pressure,  low was 65 and high was 220, which is normal. Vstat was ***** with 10 degree differential. Normal is between 8 and 12 and this was at 10, which is right in the middle. We have been to the unit to test and check multiple times now as well as sent a professional HV** company which found nothing wrong. If you have any maintenance requests, please direct them to the management office and we will continue to check the unit as we have been doing.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The apartment is trying to charge for lack of renters insurance when I have a currently active renters insurance policy. They state that the policy expired but it is still currently active and set on auto renew for another year. They say the reason for the charge is because the renters insurance doesn't start on a specific date they wanted, however that was never communicated to us. We have an active policy and they are charging us because they don't have the correct information. Our policy has never lapsed and has been effective the entire time we have lived here.

  Business Response

  Date: 08/29/2022

  Our records show that your lease renewed in June and the policy started 2 months later in August. If you have documents with differing dates please reach out to the onsite team and we will happily take a second look. Thank you.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17719274
  
  I am rejecting this response because: We had an active renters insurance policy in June. When we signed our original lease that started in August, which was 10 months, we had a year long renters insurance policy. So this policy was still effective when our renewal began, our original renters insurance renewed in August because that is when we originally purchased the year long insurance. Therefore we were never without renters insurance and have been on the same policy the entire time we have lived here. We sent this information to the office and tried to communicate this over the phone but they were extremely rude and defensive, saying it was actually a system error but they wouldn't remove the charge.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair 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.

  Currently I pay the apartment complex $1,580/month plus maintenance/pest fees and utilities. Per the lease agreement, residents are supposed to receive a working mailbox to receive **** mail. The mailbox for our unit is not in working order and **** cannot deliver mail to a broken mailbox The lock on the mailbox does not work. We have lived here since March 2022 and only received mail for the first month before the mailbox broke. There is no telling how much mail has been returned.

  Business Response

  Date: 07/25/2022

  We have checked the mailbox on multiple occasions and found it to be in working order. We are unable to replicate the issues suggested here. We communicated to the resident on 6/13 that we would be happy to check their copy of their mail key if they would bring it in but have received no response. We invite them to please stop by the office and we would be happy to assist them. 

  Customer Answer

  Date: 07/28/2022

   
  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,
  
  *************************