Complaints

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

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  Marquette Management

  135 Water St Fl 4 Naperville, IL 60540-5338

• 

  Marquette Management

  175 Highpoint Dr Romeoville, IL 60446-3802

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:07/11/2023

  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.

  This is a dispute between me (tenant) and Marquette management regarding late payment. I had enrolled in autopay from **** 2022-**** 2023. When I renewed my lease for this coming year, I was not made aware that autopay would have to be re-established and was never notified/reminded to re-establish autopay. I was under the assumption that I was making payments to my account for this reason. I am a busy professional (resident physician) and have an unpredictable schedule. All of my payments were always made in full on the first of every month. The management company did not inform me that I had not made payments. They merely mailed me a demand for possession notice. Had I been aware of a missing payment, I would have paid. The leasing office has my phone number, my email, and access to my apartment. Someone could have made sure that I was in the know by informing me via phone call, a simple email (i.e. we are emailed about events taking place around our apartment all the time) or even that same "mailed" note posted to my door in an envelope to inform me that I had missed a payment. There were many times I logged in to submit maintenance requests online and there was no notification of missed payment. There were also many times I had walked into the office during the month to speak with them about maintenance and yet this was never brought to my attention. I am always prepared to pay and I have the money. I made my account current immediately on July 6 for **** and July rent after meeting with management in my local office. However, the management company is still requiring me to pay $223 for their attorney fees/court filing fees that they posted to my account. Since escalating the case, they say my court case will be dismissed, however both ************ (finance manager) in the local office in **********, ** and *************************** the regional manager in ********, refuse to dismiss this charge of $223.

  Business Response

  Date: 07/13/2023

  Thank you for taking the time to contact Marquette Management and ************************* about recent complaints submitted to the Better Business Bureau. We regret any inconvenience this may have caused to the resident and would like to assure you that the fees were not charged in error.
  
  In response to ******************** complaint that he feels he was not notified properly. To remain in compliance and to protect the privacy of our residents accounts with unpaid rent and balances owed, we mail demand for possession letters directly to each resident who has unpaid rent charges to stay in compliance with fair housing each resident is notified in this same manor. Because of the nature of this document and its sensitive material to protect the privacy of the resident, it is mailed through ***** so it lawfully protected while carried from place to place by the postal carrier.
  
  In response to ******************** complaint that his rent was not paid because his auto pay feature ended and he was unaware that his rent was not being paid by auto pay. When residents initially set up this feature, they are prompted to select an end date of their current lease, to ensure future billing is correct if the lease is renewed or that billing is stopped if the resident chooses to vacate. ****************** did not set up the auto pay feature for his new lease term beginning in June. Because this is a feature we offer to our residents for convenience and is set up by the resident we do not notify any changes made to the auto pay feature. For verification purposes I have included a snapshot of his new auto pay set up for his current lease term which shows the day it was set up as well as the end date selected. 
  
  In conclusion we cannot waive or refund the legal fees charged to ******************** account and he is responsible for paying them. He factually had unpaid rent for the month of June and was filed with our attorney. We pay these fees for all residents who are filed with our attorney and bill them to the residents. To remain in compliance with fair housing we charge these fees to all resident accounts filed with our attorney for unpaid rent and cannot waive them.  However, we did waive one of his late fees as a complimentary waive. For verification purposes I have included a copy of his rental ledger. 

• Initial Complaint

  Date:05/11/2023

  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 complaint is to ensure no one has to go thru what I've had to deal with in the 3 years Marquette Management has owned this property. I've been a resident of ******* Apartments now 15 years and as I've stated in correspondence sent to Marquette Management; this will be my last year living here; as I've stayed here out of convenience. Before the acquisition of this property, I was told by previous owners that these apartments were going to be renovated; we would have hard wood floors, marble counter tops and new ac units put in all units. When Marquette bought this property, they put a stop to all projects. They are only renovated units once they are unoccupied; but never was I told this until recently; they agreed to make some cosmetic upgrades which I called upkeep because their are only a few residents such as myself who have lived here this long! I will say this, there have been some other tenants whom they put into renovated units due to their length of stay here but I was never given that option until my lease was up for renew at $350 a month increase for the next year. I told them I wasn't going to pay that because of the ongoing issues from 2020! It took them approximately 3 years to actually do what they promised to complete back in 2020 and is it still no resolve...there's still a door frame in the bathroom with rust...the tiles in my kitchen were replaced for a second time but you can still see the 1st set of tiles because this was done poorly! The mold issue has been going on for a number of years and instead of them fixing it the 1st time; they just have the painters paint over it...how I know this I asked one of them back in 2020! Mind you, most of the complaints on Apartments.com refer to mold...they do nothing to remedy the situation until put in a situation like I was! People need to be made aware of the shady and band aid approach that Marquette uses. This report won't be the end all, any outlet affiliated with them will be notified.

  Business Response

  Date: 05/17/2023

  Thank you for your feedback. We have been in regular correspondence; we are sorry you felt the BBB was necessary for further resolution. We sincerely value your residency at ******* and recognize your tenure at the community. 

  We acknowledge there have been some breakdowns in communication; we regret any false or misleading communications from previous owners or management regarding renovations or work promised to be done in the community or within your apartment home. There has been a tremendous amount of work completed at the property, truly elevating the property in terms of amenities and comforts. 

  Within your apartment home, we acknowledge there have been issues throughout the years. We believe the work done recently in your home addresses any outstanding issues or concerns you may have; most recently we have removed any possibly contaminated drywall, replacing with new and painting, restoring it to a like-new condition. 

  Regarding the renovation of your apartment home, as is our standard procedure, we only renovate vacant apartments; we do not renovate apartment homes while they are occupied. To enjoy the benefits of a renovated apartment home, a current resident must choose to move into a renovated apartment. 

  We appreciate your residency at *******. Please do not hesitate to reach out if you have any questions, our site Team is always ready and willing to assist. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20045289
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/03/2023

  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.

  Absolutely disgusted by the lack of professionalism and how Marquette scams its tenants. After move out I was mailed an invoice with bogus charges and although they dated their invoice in March they didnt send it until April. I whole heartedly believe they purposely delayed in sending this invoice so they could send it to collections because I didnt have the chance to pay and/or dispute. Im furious as Marquette claims to be a premier company with such upstanding core values. *** also mention my time in their building was terrible causing me not to resign in the first place. This company is untrustworthy and unprofessional.

  Business Response

  Date: 05/08/2023

  Hi *******, 

  We are saddened to hear that you time with ** here at Atrio was anything less than perfect. As you mentioned here at Marquette our primary goal is to provide our residents with the best place to live We welcome any opportunity to discuss your experience if you're open to it. Pertaining to the move out charges, we follow local laws stating final statements must be mailed out with in 30 days of move out. We take this time to assess damages and gather billing information from the vendors repairing said damages. 

  If you have any questions related to you statement, please contact the office at *****************

  Best,

  Atrio Team. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20016650
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/13/2023

  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.

  my apartment was entered without permission by the leasing office.

  Business Response

  Date: 02/14/2023

  Good afternoon.  Our onsite team entered the work order and verbally confirmed that we did have permission to enter.  Miscommunication do happen, so to avoid this moving forward, we can add a tag to the key system that will alert our team to call for permission to enter.  We also recommend that the resident enter the work orders on the online resident portal and select call for entry.   

  Thank you. 

• Initial Complaint

  Date:12/09/2022

  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.

  From an incident occurring on December 6th, 2022, my apartment complex is attempting to evict me for what they claim is criminal conduct. However, even with involvement from the *********************************** no criminal activities were reported. They are trying to breach my lease contract by threatening legal ramifications.

  Business Response

  Date: 12/19/2022

  Case# ********

  Due to the severity of the multiple lease violations occurring on December 6th and ************************ refusal to leave the office premises peacefully after repeated requests to do so from management, the team at ************************** Apartments required the assistance of the *********************************** in order to have ******************** escorted from the office. As per the terms of our lease agreement and for the ongoing mental and physical wellbeing of our team, residents, and prospective residents ******************** was served a 10-day notice of termination of tenancy. Our team made every effort to amicably deescalate a very tense, unfortunate situation and the decision to pursue the termination of the lease contract was entered into under careful consideration of the events of December 6th and their immense negative impact on our team and prospective resident/s.        

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18548885
  
  I am rejecting this response because: After reviewing the situation, the stance remains that Marquette Management did engage in a disproportionate behavior in regards to the alleged crime. The 10-day notice explicitly states a violation to the Crime Free Addendum in DuPage County and after thoroughly investigated the matter, there has been no found evidence to support the claim. After communicating with the officers that responded to the call, the Community ************************* for the ***************** police, as well as the judgement from my legal counsel there is nothing to support a violation to the addendum.

   

  Additionally, a charge has been placed on my tenant account for $375 for the 10-day notice. This appears as a strong armed attempt to not only disproportionately punish me as a tenant but also appears to be a racket to generate additionally profits.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/01/2023

  We have come to a mutual agreement with ******* regarding his tenancy at **************************. 

• Initial Complaint

  Date:09/22/2022

  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 am writing to file a complaint and obtain a resolution on a matter involving Marquette Management, Inc. I was a tenant at a property managed by Marquette Management, Inc., named ************************** in *********, **; from July 24, 2020 to July 24, 2022. I vacated the property on July 18, 2022. Per my lease agreement page 2 of 9 (attached), I was due for a return of my security deposit within 30 days from the vacate date, which would have been August 17, 2022. In addition, if there were to be any claims (charges) made against my deposit, I would receive notice of this within 15 days from my move out date. I did not receive any further communications from ************************** after August 7th, 2022; therefore, I was expecting a full refund of my security deposit. I spoke with ***********************, assistant manager at **************************, who informed me that I was issued a refund in the amount of $819.70. I asked him why was I given a refund in this amount when my original deposit amount was $1,595.00. **** stated that I was charged for the damaged carpet. I asked him what he meant by damaged carpet, as the carpet was in excellent condition when I vacated the unit, and I even shampooed the carpet on the day I vacated. I asked **** if the carpet was changed prior to my move-in to the unit back in July 2020, and **** stated that there was no record of that from the previous management company. I told **** that I cannot be held responsible for replacing a damaged carpet when there is no record of when the carpet was replaced and the damages could have very well been done by the previous tenant prior to my move-in. I spoke with the property manager, *************************, and she had informed me that I would receive a refund of the carpet charges as there was no basis for the charges. As of today, I have yet to receive that refund in the amount of $525.00. The full details of my complaint are attached.

  Business Response

  Date: 10/04/2022

  The resident moved out of the apartment on 7/24, it was inspected the same day and it was determined that there was excessive pet damage to the carpet. **** from our team processed her move out statement and uploaded it to the residents portal on 8/7 and should have emailed it to her on that day.  The residents initial refund check was dated 8/16 and cleared the bank on 8/31. It would have had a copy of the move out statement with it when mailed and was sent within the proper time.  It was around that time the resident called our office upset that we had withheld $525 from her deposit. At the time our maintenance supervisor that did the walk though and took the pictures had just retired from the company and **** did not have access to photographs to support the charges. We offered to refund the carpet damages charged, despite the damaged carpet. The second refund check was processed and was cut on 9/12 and mailed to the customer.  The property manager spoke with the customer and told them exactly what was going on and gave her a 3 week time line to receive it.  It appears that the customer has not received the refund via mail yet.  We will confirm that is the case and if so, re-issue the check.   

• Initial Complaint

  Date:07/31/2022

  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.

  We acquired about an apartment. We applied and there was an application and an administration fee. $100 were non refundable for the credit run of my partner (******** M) and I ($50ea). We were told via phone call that the Admin fee would be refundable in case of denied application or cancelation of application by applicant. May 19th we received a call regarding an issue with credit report. ***** at Marquette, gave us the choice to cancel and get refund or reapply. We chose to cancel and not move forward. We were yold we would be refunded within 30 days for the total $175 admin fee. We have not received a refund. A phone call was made on July 5th, and spoke to *****, she remembered our conversation and said she need time to look into it, and would call us back to which she never did. We have yet to hear from them and yet to receive a refund.

  Business Response

  Date: 08/05/2022

  On May 20, 2022 ********************************** and *********************************** were denied for an application to live at the community at Eagle Creek Apartments. As per our policy, all prospective tenants who have supplied the necessary information for their application but do not meet criteria are to be refunded within 30 business days of the denial of an application.
  In the case of ***********************************, we did have an unusual circumstance where the Equifax birthdate reported did not match what was input on the application. As this was an error on behalf of the bureau, we were working with them to find resolution however due to the timeline that it takes to have this corrected with the credit bureau, they chose not to proceed with the application. There was a misunderstanding on behalf of our accounting team when processing the denial as it was outside of the typical 72-hour window for refund, and so the $175 was not refunded at that time.
  On July 5, 2022 ********************************** had reached out to the ************** at Eagle Creek and spoke with our Leasing Agent, ******. ****** had confirmed with ***** that she did remember the conversation and expressed her sympathy in our error and that she would let our accountant know to resolve the issue as soon as she could. Our property accountant, ********* Vital was out of the office from 6/22/22-7/6/22 due to illness and had arrived to many items needing resolution amongst the request for ***** and ********, which she immediately began to work through upon her return.
  The team at Eagle Creek does take the fiduciary responsibility to our customers very seriously. ********************************** has requested a settlement of refund. Our records show that the $175 has been processed in full to the card on file used at the time of application. If that is not the case, please contact us directly and we will have our corporate office send a check out on our behalf in the full amount.

  Customer Answer

  Date: 08/05/2022

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