Complaints

This profile includes complaints for The Inland Real Estate Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Inland Real Estate Group, LLC

  2901 Butterfield Rd Oak Brook, IL 60523-1106

  
• 

  The Inland Real Estate Group, LLC

  10600 Six Pines Dr The Woodlands, TX 77380-0996

• 

  Inland Residential Real Estate Services, LLC

  3030 W Spencer St. Appleton, WI 54914

• 

  Norhardt Crossing

  1930 Norhardt Drive Brookfield, WI 53045

• 

  Norhardt Apartments

  1995 Norhardt Dr Brookfield, WI 53045

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:06/06/2025

  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.

  I have two storage units with this company unfortunately. I am disabled and only get paid once a month on the 3rd of the month. I was behind one month because I was supposed to move out but the home fell through. I spoke to the location manager (*****************) on *******.Where my storages are located.She advised me to make sure I pay for the month of May and the late fees on June 3rd so I wouldnt receive a lien fee and my storages wouldnt go into 34 days late. I attempted to pay this 4 times on June 3rd and was refused. The month of June had been added and I was told I have to pay for June and may even though you have until the 7th to pay. I wound up calling there corporate customer service and she tried to get the payment to go through but her system wouldnt allow it.She said she sent a message to the executive department to contact me on Wednesday.They never contacted me,added a lien fee to both of my storages . I contacted the corporate office ceo **********,two vice presidents(***** and *****).A executive lead ******* I also contacted the (Media/newstation) and they contacted these same people and they didnt respond to them either.Ms.*****(news reporter) called with me on the phone and ******** stated that someone had already spoken to her and hung up on her.She had not been contacted by anyone nor had ******* the same young lady (******)who said that she passed my information to the executive office called and said that the units had to be paid in full.They have added a lien fee and are aware of the day I get paid because its noted on my account.If I was not able to pay the accounts on the 3rd . I shouldnt have been told that. I believe they are purposely trying to set me up not to be able to pay for my storages so that I can lose my items.They are deliberately misleading and causing me stress and anxiety. I just got out the hospital and am trying to recover and have to deal with there deliberate abuse and constant discrimination.

  

  Business Response

  Date: 06/23/2025

  June
  23, 2025
  
  
  VIA
  Electronic Mail 
  Better
  Business Bureau
  121
  W. Wacker Drive., Ste. 2000
  Chicago,
  IL 60601
  Phone:
  (312) 832-0500
  
  ************************************************************************
  Case
  #: 23434598 (“Complaint”)
  Customer
  Info:  Theresa Moorer (“Customer”)
  Company:  Inland Devon Self Storage Holdings, LLC
  (“Company”) 
  
  *************************************************************************
  
  COMPLAINT RESPONSE
  
  Please allow this letter to serve as
  our response to the Complaint received by your office and referenced above. We
  appreciate you bringing this matter to our attention and providing us with the
  opportunity and time to fully investigate the Complaint.
  
  The genesis of the Customer’s Complaint
  appears to be the Company’s alleged refusal to accept a partial payment for
  past due rent and fees assessed to her account for the occupancy of two
  self-storage units at the property located at 3120 Medlock Bridge Road in
  Peachtree Corner, Georgia (the “Property”). After appropriate diligence and inquiry,
  we found that the Company’s actions as such relate to the assessment and
  acceptance of delinquent rent payments and associated fees were lawful and conducted
  in accordance with Company policy and the terms of her self-storage rental
  agreements (the “Rental Agreement”).
  
  The Customer occupies two self-storage
  units (the “Units”) at the Property referenced above. According to our files, since
  Devon transitioned into the management of this Property in June of 2024, the
  Customer has been late on her rent more than a dozen times. The terms of the Rental
  Agreement that govern the Company’s collection activities are restated below,
  with specific relevance placed on the language highlighted in yellow:
  RENT: The Occupant agrees to pay the Owner, as payment for
  the use of the Space and improvements thereon, the Rent, plus applicable sales
  tax, as stated above (the “Rent”). Monthly installments are payable in advance
  on or before the first of each month, in the amount listed above and a like
  amount for each month thereafter, until the termination of this Agreement. The
  Rent shall be paid without demand and to Owner or Owner’s agent at the address
  designated in this Agreement. Owner reserves the right to require that the Rent
  and other charges be paid by cash, credit/debit card, certified check or money
  order. Owner may change the Rent or any other charge or fee by giving Occupant
  thirty (30) days’ advance written notice at the address stated in this Agreement.
  The new Rent shall become effective on the first day of the next month the Rent
  is due. If Occupant has made advance payments, the new Rent will be charged
  against such payments, effective upon the expiration of the 30-day advance
  notice period. No bills or statements will be sent to the Occupant stating when
  the monthly Rent is due. There are no prorated Rent refunds in the event the
  Space is vacated prior to the rent paid thru date. OCCUPANT AGREES AND
  UNDERSTANDS THAT ANY PAYMENTS MADE WILL BE APPLIED FIRST TO THE OLDEST UNPAID
  MONTHLY RENT AND/OR FEES (AS HEREINAFTER DEFINED) DUE AND PAYABLE.
  PARTIAL PAYMENTS: The tender of partial payments shall not serve to
  waive or avoid the legal effect of prior notices given to Occupant. The
  Occupant agrees and understands that partial payments made to cure a default
  for nonpayment of Rent will not delay or stop foreclosure and sale of
  Occupant’s personal property. Only full payment on the Occupant’s account prior
  to the published auction date will stop a scheduled sale of the property.
  LATE CHARGES AND OTHER FEES: If any monthly installment
  is not paid by the seventh (7th) calendar day of the month due, or if any check
  (or credit/debit card) given in payment is dishonored by the financial
  institution on which it is drawn, Occupant shall be deemed to be in default and
  Occupant agrees to pay Owner the Late Fee indicated above. A Late Fee
  shall be charged each month the Rent or any part thereof is not paid by the
  seventh (7th) calendar day of the month. Occupant also agrees to pay Owner the NSF
  (Non-Sufficient Funds) Fee stated above plus all bank charges for any
  dishonored check, credit or debit card. Occupant also agrees to pay the
  Collection and Lien Processing Fee identified above if rent is not paid by
  the 35th day after the monthly due date.
  The Customer claims that she was advised by a
  Company employee that the payment of her May rent and May lates fees by June 3rd would prevent a Collection and Lien Processing Fee from being applied to her
  account.  Our records do not support this
  claim, nor is it consistent with the terms of the Rental Agreement or Company
  policy. As referenced above, rent is due on the first day of the month and a
  late fee is applied if rent is not received by the 7th calendar day
  of the month. Furthermore, a Collection and Lien Processing Fee is not assessed
  until 35 days after the due date, thus on June 3rd the Customer’s
  past due balance for both Units would have included May rent, May late fees and
  June rent. The Collection and Lien Processing Fee would not have yet been
  applied to the account. Important to note that the Company does not allow
  Customer’s to select which part of the past due balance is cured by any partial
  payment.  As per the terms of the Rental
  Agreement, any payments made are applied to the oldest unpaid monthly rent
  and/or fees.  In this situation the
  Collection and Lien Processing Fee was not yet due and payable, thus it could
  not be waived.  Nor would a partial
  payment have prevented this fee from being applied to her account as the Units would
  still be deemed   delinquent and the
  foreclosure process would not have been delayed or stopped.    
  Additionally, we find no merit in the Customer’s
  claim that the Company employees were deliberately misleading her regarding
  payment options with the primary goal of auctioning her items.  According to our records, between June 2024
  and February 2025, the Company issued late fee waivers and rent concessions to
  this Customer totaling approximately $713.36 specifically to assist her in
  avoiding the auction of her items. Unfortunately, it appears that the Customer became
  dependent on these types of concessions and expected the Company to make accommodations
  whenever she was unable to make her rent payments as per the terms of the Rental
  Agreement. The Customer has repeatedly made calls to employees both in the
  field and at the corporate office alleging misrepresentation, misinformation
  and discrimination every time her Units became delinquent and she received a
  lien notice. We found no evidence in our records to support any such claims.  In direct response thereto, the Company took great
  lengths to streamline the communication with this Customer to avoid potential confusion
  or misrepresentation regarding when the rent payments are due and late fees
  assessed. Specifically, on February 14, 2025, our Regional Director, communicated
  our rent payment policy (both in writing and via telephone) to this Customer
  and advised her that no further concessions or discounts would be applied to
  her account.
  Unfortunately, despite our communication efforts
  and the terms of the Rental Agreement, the Customer’s current lien status has
  triggered the escalation cycle again.  It
  is not feasible nor sustainable for the Company to continue to provide pricing discounts
  and fee waivers to this Customer, thus we are working directly with her,
  outside of our contractual obligations, to forego our auction rights and schedule
  a vacate of her Units within the next sixty (60) days.
  
  Sincerely,
  
  
  Kimberly
  Siclari
  Senior
  Vice President & General Counsel
  

• Initial Complaint

  Date:05/06/2025

  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 attached information. The actions of this company were disturbingly horrible. Violation of Mississippi Code Violations of the ADA ***** and unwarranted behavior Unit D23 at facility 9221 in *******************

  

  Business Response

  Date: 05/20/2025

  
  
  
  May 16, 2025
  
  
  VIA Electronic Mail 
  Better Business Bureau
  ****************************************************************
  ****************
  Phone:**************
  
  ************************************************************************
  
  Case #: ******** (Complaint)
  Customer Info:  ***** ******* ****** (Customer)
  Company:  ********************** ******************************** (Company) 
  
  
  COMPLAINT RESPONSE
  
  
  Please allow this letter to serve as our response to the Complaint received by your office and referenced above. We appreciate you bringing this matter to our attention and providing us with the opportunity and time to fully investigate the Complaint.
  
  The ******* of the Customers Complaint appears to be the Companys alleged wrongful sale of the contents in his self-storage space. After appropriate diligence and inquiry, we found that the Companys actions as such relate to the non-judicial foreclosure and public auction of the Customers self-storage space were lawful and conducted in accordance with Company policy and the terms of his signed self-storage rental agreement, dated October 29, 2024 (the Rental Agreement).
  
  Shortly after his occupancy commenced,the Customer defaulted on the terms of the Rental Agreement by failing to pay his rent due on January 1, 2025.  According to our files, repeated attempts were made to contact the Customer regarding his past due balance, including courtesy late notices and numerous phone calls.  Simultaneously therewith pursuant to the Companys policy and in accordance with the Mississippi Self Storage Act, codified under Mississippi Code Title 85, Chapter 7, Article 7, we commenced the non-judicial foreclosure process with delivery of the required late and lien notices as well as publication of the lien sale, culminating in the sale of the unit at a public auction on March 17, 2025.
  
  Specifically with regard to the Customers claims regarding his attempts to make payment prior to the auction date;
  
  we found no evidence of any technical issues or outages with the website payment portal on that day, nor did we find any evidence of a pending payment in our software system. On the contrary we have record of ninety (90) existing tenants logging online to make their self-storage rent payments on Sunday, March 16th and Monday, March 17th,
  
  we have no evidence that he attempted to contact anyone other than the onsite manager, who did correctly advise him that full payment would need to be delivered on or before 10:00am on Monday, March 17th,   
  
  the Company does accept checks; however pursuant to the terms of the Rental Agreement, we reserve the right to require that rent and other charges be paid by cash, credit/debit card, certified check or money order.  It is standard Company policy to require any Customer in lien status to pay by credit card or cash.  It is also important to note that this Customer had previously written two bad checks to the Company. He did not have Apple Pay or any other form of back up payment when he showed up on property the morning of March 17, 2025.
  Additionally, because the value of personal property is difficult if not impossible to ascertain, the Rental Agreement caps the value of all stored personal property at Five Thousand Dollars ($5,000) and prohibits the storage of any items with special or sentimental value.  Thus, it would appear that the bulk of the storage inventory, as identified by the Customer, was stored in violation of the terms of his signed ******************************** has privacy policies related to the disclosure of personal information, thus the onsite employee rightfully refused to provide any of the winning bidders contact information to the Customer.  As a courtesy and with the Customers express authorization, the Company did already provide the winning bidder with the Customers name and contact information should they want to make direct contact with the Customer.
  
  Lastly, the Company found no evidence to support a violation of the Customers civil rights or discrimination. The non-judicial foreclosure process was lawful and processed in accordance with the state statute and Company policy.
  
  
  Sincerely,
  
  
  ******** *******
  Senior Vice President & General Counsel

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23294391
  
  I am rejecting this response because:
  

  Rebuttal to Response from The Inland Group.
  
  
  
  
  
  
  To whom it may concern,
  
  
  
  
  I have compiled a list of responses below. Each numbered for Clarity.
  
  
  
  
  1.) 2 Previous Bad Checks -
  
  
  At no point was I notified of these checks. In fact as you will see in the statements from *****, there is also no mention or account update within the statements. The checks from my business acount which is maintained through Kabbage, and I was never sent notification by them.  The statements are attached.
  
  
  
  
  2.) No proof of attempts on website:
  
  
  Attached you will see the multiple attempts. This was provided to ***** ********** on March 1, 2025. 
  
  
  3.) Items in the unit. -
  
  
  The previous site manager and her employee were both aware of the contents within the unit. They also had documentation as to what was in there. If it were a violation, wouldnt it suggest they were complicit?
  
  
  4.) Contacting Management:
  
  
  When I asked that day to speak with management. I was told the company line - They will contact you if they feel it needed within 24-48hrs.
  
  
  5.) Acceptable Payments:
  
  
  The person working that day did not know if they could accept a check. Her manager was unavailable. She chose to do what she did.
  
  
  
  
  I would normally elaborate further, However, I think this response from a member of *****s management says it best:
  
  
  From an email received by ***** ********** on 3/18/2025
  
  
  *****
  
  
  I have been extremely busy today sorry for the late response. Like I said on the phone not much we can do on our end as we are awaiting the buyer to come by as he makes his rounds on the units he purchased. He assured us he will reach out to once he does to return any personal items.
  
  
  I have received no other response from Mr. ********** or the Buyer.
  
  
  In closing, as you are aware I was on a show called ******* ******, I was featured in **************** and people really seemed to like me. I got sick and life flipped upside down. As I stood there an pleaded with the worker for help, I was denied. I was blown off by upper management. I tried to make it right and was there in time to retain my items. While you can push blame to me that seems to be the course of action, the failings of ********* Inland Group are clear. 
  
  
  I will leave you with one final thought. How does this play out in the media?
  
  
  A large corporation that manages a facility, doesnt have the resources to provide customer support for their website.
  
  
  Their management team either does not care or is so overworked they are unable to respond in a timely fashion to either phone calls or emails.
  
  
  The staff they employ is either untrained or derelict when being made aware of items that should not be in the unit, or better yet, how customers can make payment, or even how to get ahold of their immediate supervisor in an emergent situation.
  
  
  Most of all, how this company would show no mercy on someone that had dealt with more issues medically and with identity theft in one year, than anyone should ever have to endure. 
  
  
  How does that make ***** or the Inland Group look? Not Good!! How many others have you destroyed? 
  
  
  Oh - I forgot - They lie about 3rd Party? They could have stopped this, they chose not to, and for what20 dollars..
  
  
  Shame on them.
  
  
  
  
  
  
  Furthermore, my demand stays the same. If they would like to counter I am open to negotiating. I would say this will probably end up costing more to move beyond the intervention of the BBB, but I seems serious enough that the lead counsel for ***** responded and not some lower level postition. 
  Sincerely,
  
  ***** Michael **********

  

  Business Response

  Date: 06/02/2025

  VIA Electronic Mail 
  Better Business Bureau
  ****************************************************************
  ****************
  Phone:**************
  ************************************************************************
  Case #: ******** (Complaint)
  Customer Info:  ***** ******* ****** (Customer)
  Company:  ********************** ******************************** (Company) 
  
  RESPONSE TO REBUTTAL
  
  In response to the Customers rebuttal,we have enclosed copies of the two (2) checks that were returned for insufficient funds, specifically:
  
  Check No.  155, dated 11.7.2024 in the amount of $59.32;and
  Check No.  157, dated 12.9.2024 in the amount of $154.75.
  
  Given the return of these checks, our general manager informed the customer on February 15, 2025, that the Company would no longer accept checks from him and that he would be required to make payments with cash or credit card.
  
  Additionally, the attachment included in the Customers rebuttal was a copy of an email correspondence with the Companys Divisional Vice President that appears to have occurred on March 18th,after the auction date and after the date that the Customer allegedly attempted to make a payment online.  This email correspondence does not support his claim that our online payment platform was malfunctioning.  As referenced in our initial response we have record of ninety (90) existing tenants logging online to make their self-storage rent payments on Sunday, March 16th and Monday, March 17th.
  
  Lastly, we find no merit in the remaining complaints made by the Customer, specifically that our employees were derelict or untrained.  While we understand his dissatisfaction with the sale of his unit, our staff handled the non-judicial foreclosure process professionally, in accordance with Company policy and state law.
  
  Sincerely,
  
  ******** *******
  Senior Vice President & General Counsel
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23294391
  
  I am rejecting this response because: 

  I believe Inland Corporate may not be aware of all the facts. Please see the attached. I think it is very clear. A settlement will need to be reached, otherwise, legal action will be pursued. 

  
  Sincerely,
  
  ***** Michael **********

• Initial Complaint

  Date:04/01/2025

  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 was a resident at the ********************* apartments in ***********, ***** Inland Real Estate Group. I decided to move out due to a security concern, a car break-in on the property. Nearly two years after moving out, I was unexpectedly charged a large balance without any prior notice.I was billed for a past-due amount nearly two years after vacating the property. However, I had already provided proof that the balance was paid in full.Inland Real Estate Group never sent a single notice to my address informing me of any outstanding charges. I received no phone calls, emails, or mailed statements before they sent the account to collections.Without any warning, they reported the account to a collection agency, which has now negatively impacted my credit.I even attempted to address this matter by calling the office over 5 times, 2 VOICEMAILS, 1 visit, and still no one called me back. Instead of resolving it directly, they passed it to a collection agency. I informed them I did not wish to negotiate with a third party for an issue that should have been handled properly by the original creditor.This mishandling of my account has caused unnecessary financial stress and damage to my credit. Inland Real Estate Groups lack of communication and failure to follow proper procedures is unacceptable.

  

  Business Response

  Date: 04/14/2025

  Please see attached.

• Initial Complaint

  Date:02/09/2025

  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 am writing to formally request the termination of my residential lease, located at ************************ Homes, **************************************************************, without penalty, due to interferences with my familys life, health, and safety at the property. On the morning of January 14th, 2025, I discovered two non-residents within the south stairwell using illicit drugs. I asked the individuals to leave, and encountered broken glass bottles, syringes, chemical fumes, unknown substances, and other waste within the individuals possession. I took steps to communicate the situation through filing a police report, attempting to contact security (service was disconnected from West Line Flats answering service), and leaving a voicemail with property management. The property manager failed to communicate with us after having receive notice of the situation. On January 29th , we met with the property manager and he had no knowledge that the situation occurred. (Documentation attached). January 15, 2025 Non-residents sleeping inside southeast stairwell, between 3rd and 5th floors, preventing access to stairwell. (Reported to property security) May 6, 2024 Community storage facility breached; private property theft of leased storage unit(s). (Police reports and property informed).Our family of fourincluding my wife, our 18-month-old son, and our dog, Winniehas found it extremely difficult to maintain a sense of safety and security here at ***************. Under Colorado tenant rights laws, landlords must provide and maintain habitable living conditions, which include ensuring tenants are not exposed to conditions that materially interfere with our life, health and safety. Due to the repetitive instances over the course of time, we are requesting to be released from our lease agreement without financial penalties.

  

  Business Response

  Date: 02/20/2025

  Please see attached.

• Initial Complaint

  Date:10/26/2024

  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.

  I moved out of one of the complexes managed by this business on July 1st. According to Colorados laws my security deposit was required to be returned within at most a 60 day timeframe from my move out date. Along with that I should have received an itemized list of deductions. When I hadn't received the check in a month I reached out. Was told to wait a bit longer and reach out again if I still hadn't received it. Did not receive it. Reached out. Was told check must have gotten lost in the mail and that they would cancel it and issue out a new one for me. That was about mid September. As of mid October still didn't have anything. Reached out again and was informed that apparently we were waiting for a supervisor or corporate to approve the issuing of the new check and that they hadn't responded to her over the last week and a half so she just didn't bother to follow up with them or me and the process still had not been started. Told me she'd copy me on the email to her supervisor. Was not copied on anything. So by mid October ******* days from my move out date I still do not have my deposit back. At no point was I provided proof that the original check was sent out in the first place. Have an email thread that's about 12 deep of back and forth over that time frame and I have gotten nowhere. Since I haven't gotten anywhere I've had no choice but to escalate the situation. At this point I'm also requesting that my security deposit is returned in full without deductions considering this is a flat out violation that's caused me significant hassle, frustration, and wasted my time. I signed the lease. They signed it as well. That lease required my deposit be returned. It has not been. Its been nearly double the maximum amount of time given and no one seems to be in any hurry to get my money back to me.

  

  Business Response

  Date: 11/07/2024

  see attachment

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service 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 received a very important check in the mail that was delivered to the office at artisan apartments. I went to check for the mail with them and they claimed they did not have it. I then checked with the delivering agency and ***. It turns out the apartment did have my mail and had misplaced it. When addressing this issue with them, Bama ****** was extremely rude. The office is supposed to inform its residents when they receive mail or packages that are left at the desk. But ever since the new manager **** has taken over they have stopped doing this. Why? It leads to confusion and misplacement/loss of mail. This is extremely unprofessional.

  

  Business Response

  Date: 09/10/2024

  Please see attached.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22207720
  
  I am rejecting this response because: 

  the apartment complex has stated many times that they are unable to send out notifications for package delivery due to new staff being trained. I understand that this may be the case for a short period but it should not be a permanent change or excuse to not send out notifications for package delivery. I followed what the apartment complex said to do regarding tracking the package and picking it up in a timely manner. (See attached screenshot). I expect that for the future they will follow the policy of notifying residents of packages delivered. Thank you for your time. I do not want any conflict, I only want a clear and precise policy to be followed correctly. Many packages delivered are time sensitive and may contain great value to the recipient. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/19/2024

  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.

  After maintenance requests were rejected, we made the decision to move out. Per the lease, we gave at least 60 days notice. Months after we moved out, my husband and I had negative marks on our credit score for being sent to collections by Inland for past due utilities. When paying rent and utilities on their website, we've paid the lump sum listed, then received an email confirmation with the total paid but nothing itemized. When we were alerted to the collections case, we reached out to the leasing office for itemized copies of the rent/utilities bills to match the total paid to what was owed. When messages were left unanswered, we reached out to the Illinois home office who said we would need to work with the on-property team. Inland has sold the property to a different company so there isn't an onsite team. We never received our deposit or reasons outlining why wouldn't be receiving it, and we're not trying to get that here. We just want this rectified and off our credit report.

  

  Business Response

  Date: 06/04/2024

  see attachment

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21732679
  
  I am rejecting this response because you have not provided and ITEMIZED BILL for our monthly charges. We paid the same total amount in March and April in the previous 10 months of the lease, so we need to see the breakdown of rent, utilities, parking, and taxes/fees to prove this wasn't paid. All payments were made through an online portal with charges your office controls. There also isn't an option to not pay a portion of the bill. And why wouldn't you add the March charge to ******* bill or tell us then since we were still living there? 

  Also, we filled a change of address and forwarding with **** and mail addressed to our Inland apartment was forwarded to our current residence. 

  When we called your home office, the woman we spoke to asked "if it was an emergency," put my husband on hold to speak with someone, then told us to work with the onsite team. Is it common practice to log something like that and have a record of every call? Would you not want to be that thorough with your financials?

  When can we expect an ITEMIZED BILL as backup to these charges?

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

  

  Business Response

  Date: 06/13/2024

  Please see attached. 

• Initial Complaint

  Date:04/30/2024

  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 wife and I lived at *****, a property managed by Inland for a little over 3 years. We recently bought our home and provided sufficient notice to the management company to break our lease and opted to pay the fee. When providing management with the noticed they asked about any damages. We mentioned the flooring had a gash due to the hot water heater going out and when they replaced it the appliance scratched the floor. She (***, the manager) stated this was no big deal and was easy to replace. Fast forward 3 weeks later and we receive some of our security deposit back. The below was taken out;Cleaning fee (valid, uncontested)Stove replacement fee (nothing wrong with the stove, HIGHLY contested as it is a $900 fee)Plank replacement fee (contested as the damage was caused by their own doing). Poor ethics to "replace" a stove that needed no replacing. Also, we requested to be present during the final walk through via email prior to vacating and was not given the opportunity. We need to be refunded our money for the stove/oven. Had we been given the opportunity we would have either replaced it ourselves or taken the one they claim to have replaced.

  

  Business Response

  Date: 05/06/2024

  Please see attached. 

• Initial Complaint

  Date:04/09/2024

  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.

  I don't believe this company is using their funds appropriately. They took over our complex, countryside river apartments over a year ago. I've asked repeatedly if they could fix the lighting in the parking lot. Small fixes in units left unattended. My heat runs constantly when turned on, it'll get up to 90 in my apartment, they replaced the thermostat and it didn't fix it. Left unfixed. My kids closet door isn't even the right size. Won't close. There's no fire extinguisher in my unit. And last week the lady in apartment 4 passed away. Circumstances similar to the tenant that passed there about a year before. Both maybe in their late 50's early 60's. I requested an inspection to check for mold and haven't gotten a response yet. I think we're all getting fed up and don't know what to do anymore. No one seems to listen.

  

  Business Response

  Date: 04/18/2024

  To Whom It May Concern,
  Inland Property Management and Leasing Group, **** (Inland), a ********************* is managing agent for the Landlord of Countryside River Apartments in **********, ********. We are in receipt of the complainants notice from April 9th, 2024, regarding ******************************* (Resident).
  Inland received a complaint from the Resident regarding a malfunctioning light on the building. It is important to note that there are multiple bulbs on the light fixture in question and only one is malfunctioning. This matter has been scheduled for repairs by a third-party contractor, with the work expected to be completed by the end of April 2024.
  A review of the Residents work order request history has determined that there is no current or previous work orders for a closet door. Inland encourages the Resident to submit a work order request for service if she believes there is an issue with a closet door.
  Additionally, a work order regarding a heating issue in the Residents living room (work order # *******) was partially resolved by replacing the thermostat. Our maintenance technician attempted to enter the Resident's apartment to complete the remaining heating issue repairs on three different occasions between February 13th and March 28th, however access was denied. We kindly ask the Resident to contact our rental office to schedule a suitable date and time for the repairs to be completed.
  The Resident is correct that Inland does not provide fire extinguishers for individual units, however new extinguishers were installed and tagged in the common areas of each building in March 2024. Furthermore, each unit is equipped with functioning smoke detectors that are inspected at least semi-annually.
  As for the Residents request for a unit inspection, one was conducted on April 9, 2024. She was present during the inspection and had the opportunity to discuss any concerns with our property manager, *********************. Based on conversations with the Resident and observations made by the manager, it was noted that the bathroom ceiling had moisture damage, and there was a snag in the carpet by the entry door, no
  mention was made of the closet door. Subsequently, when Inlands maintenance team reached out to the Resident to coordinate the repairs, the Resident told them Not to worry about it.
  The property manager, *********************, called the Resident on April 15th around 10:40 am and sent an email in an attempt to address the alleged concerns in this complaint. Inland is currently awaiting the Resident's response.
  Should you require any further information or clarification regarding this matter, please do not hesitate to contact me at ************, or via email at **********************************************************.
  *********************
  *********************
  Property Manager
  Berwyn / ****************************
  **********************************************************

• Initial Complaint

  Date:04/08/2024

  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.

  I was formerly a tenant of Inland Residential Real Estate LLC's ************************************************* in *********, **. Following move out, I was billed for a carpet deprecation fee that I contested. Inland represented that there was no damage to the carpets but still charged me a fee. Despite a month of emailing and leaving six messages with the ** Office *************), I have been unable to speak with anyone able to address my concerns. While this dispute is ongoing, I have been receiving mail from collections agencies threatening to report an adverse event on my credit score if I don't pay them (it should be noted that these letters do not contain the accurate amount of money Inland claims I owe it). I am able to provide the email change with Inland as well as copies of any correspondence that I have received from it and its collections agents.I am seeking to have the fee waived and Inland to recalculate my move out statement (this would result in a payment to me of approximately $66).

  

  Business Response

  Date: 04/18/2024

  To Whom It May Concern,
  Inland Residen??al Real Estate Services, LLC (Inland), a Delaware limited liability company, is managing agent for the Landlord of Parc at ********* Junc??on in *********, **********. We are in receipt of the complainants no??ce from April 8, 2024, regarding ******************* (Past Resident).
  On November 31, 2023, the Past Resident received the move-out procedure and acknowledgement with the vacate date of January 31, 2024. Upon move out inspec??on, damages of $70, carpet cleaning fee of $150, carpet prora??on charge of $169.98, and final u??lity and service fees of $163.06 were assessed. A??er the deduc??on of the security deposit in the amount of $300, the remaining balance on the account totaled $253.04.
  On February 3, 2024, Past Resident was sent a final move out statement outlining what was owed. On February 6, 2024, Past Resident requested documenta??on and photos of the final walk through which were sent to him. Past Resident disputed the charges sta??ng he is not responsible for replacement costs to carpet. The condi??on of the carpet which had mul??ple stains throughout that could not be removed warranted the replacement, and the Past Resident was only charged the prorated cost based on the age of the carpet. On March 15, 2024, an adjustment to the final account statement was made removing the $150 carpet cleaning fee as the carpet had to be replaced. A revised statement was sent to the Past Resident via email on the same day. The new balance due is $103.04 and to date has not been paid.
  Should you require any further informa??on or clarifica??on regarding this mater, please do not hesitate to contact me at ************ or via email at **************************a??nland.com.
  Sincerely,
  *********************
  *********************
  Property Manager
  Parc at ********* Junc??on
  **************************a??nland.com

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21545771
  
  I am rejecting this response because the carpets were not stained in any way.  Inland agreed with this position (as evidenced by the attached email exchange and photographs).  Inland's response to by BBB complaint is the first time that Inland raised any issues regarding carpet stains.  The attached photos were taken by Inland's agent.  As the photos attest and Inland's agent concurs in her email, there were no stains on the carpet.  There was no damage to the carpet.  Inland needs to waive the fee, recalculate my move out statement, and pay me the approximately $66 it owes me.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/25/2024

  Please see response for complaint ID ********.

  Customer Answer

  Date: 04/26/2024

   
  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 on the condition that I receive a written statement from the business memorializing the change in the amount owed to me.  Additionally, I am requesting that the business contact the debt collection agents that it has employed and inform them that I do not owe the business any money (and never did).  I will consider any further communication from said collections agencies harassment.  
  
  Sincerely,
  
  *******************