Complaints

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:05/15/2025

  Type:Billing 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.

  My new property manager, “Central Illinois Property Management” based out of Peoria but operating in Normal. My house *** * ******* *** was owned by them, during this time a ceiling caved in and was not addressed for over a month. Next, they tried to unlawfully raise our rent, they asked us to pay rent when we shouldn’t have also. Now they refuse to send me back my money, even though the lease clearly states that I was not supposed to pay as much as I did ($375 over). My other roommates also payed rent unknowingly that they were not supposed to any more. *** ******** refuses to give us our money back that was stolen, and is using the 30 days that he has to get us our deposit as a way to not pay us our rent back.

  Business Response

  Date: 05/15/2025

  May 15, 2025
  Better Business Bureau
  Attn: Dispute Resolution Department
  **** * ********** ***
  ******* ** *****
  Re: Complaint ID #******** * ***** ********
  To Whom It May Concern,
  We are in receipt of the complaint submitted by Mr. ***** ******** regarding his tenancy at *** * ******* ***. We appreciate the opportunity to provide our response and clarify the situation.
  1. Maintenance Concerns
  We acknowledge that a ceiling issue was reported during the tenancy. A work order was initiated upon receiving the notice, and due to material lead times and contractor scheduling challenges, the repair timeline was unfortunately delayed. We remained in communication with tenants throughout and took appropriate steps to resolve the issue safely and professionally. It is important to note that this issue occurred prior to our ownership of the property, and we worked diligently to resolve it as quickly as possible after the transition.
  2. Rent and Lease Dispute
  There appears to be a misunderstanding regarding the rental charges. At no time was rent unlawfully increased. Our team followed the terms outlined in the lease agreement signed by all tenants. Our rent request was sent via our standard automated email system that issues reminders to all tenants monthly(see attached).
  We have offered refunds via check to the tenants as requested. When we reached out to Mr. ******** by phone to discuss the matter, the call escalated quickly. He immediately expressed frustration and made threats of legal action. Out of an abundance of caution, we paused further discussion to fully review the situation and ensure our compliance with Illinois landlord-tenant law. It is our standard practice to include all final accounting in the move-out reconciliation, which occurs within 30 days of lease termination.
  3. Security Deposit
  The statement that we are using the 30-day deposit return timeline to avoid repayment is inaccurate. We are in full compliance with our legal obligations. Any funds owed to Mr. ******** or any other tenants—including potential overpayments or deposit refunds—will be addressed in writing once the lease has officially closed and final accounting is complete. We are currently cleaning and repairing the property and security deposits refunds will be determined once complete.
  4. Communications
  We have not refused to communicate with the tenants. Our records show active email correspondence related to these concerns, and we have remained open to resolving any legitimate discrepancies. To date, we have already refunded 3 of the 4 tenants associated with this property(attached).
  In closing, we are committed to fair and transparent business practices and welcome the opportunity to work toward a resolution. We will continue to evaluate the account and will issue any funds owed per the lease and Illinois law. We are happy to update the BBB once reconciliation is complete.
  Sincerely,
  *** *******
  Manager | Central Illinois Property Management Group
  **************
  ***** ********

  Customer Answer

  Date: 05/15/2025

   I am rejecting this response because:

  To whom this may concern,

   
  I still have not received my money back from overpaid rent. 
  
  Additionally, much of what you said is untrue, inaccurate, or overall misleading.
  

  There was little to no communication regarding the ceiling issue, I would have loved to have heard about delays, except I was told nothing of the sort. I was hoping each day you would show up and fix it, but that didn’t happen. You guys even expected me to pay rent with additional late fees, even though the house was not safely livable. This shows that you care more about money than your tenants health and well being.

  The “threat” of legal action, was in regard to the FACT that I could have taken legal action against you guys at the time for not providing me a suitable place to live, or repairs in a timely manner. I’m a very understanding and generous person, who always try’s to put my self in other shoes, but overtime it became obvious that your tenants were not as important as money. When the ceiling collapsed in the kitchen, our former property manager had it fixed the next day. It was not at all okay how you guys handled that situation.

  Which further exasperates why it is so ridiculous that I have not received my $375 in overpaid rent yet, even after giving you two options to send it. You said they were mailed out over a week ago, yet when you called me on the 13th, you still had not sent the check in the mail like you said. Rightfully so I became upset over the subpar service I continue to receive from you guys. Then I was sent a ***** account, which I have requested the money from with the description that was asked, and yet still nothing has been sent to me. 

  Next, I did not claim you unlawfully raised rent, I said you guys TRIED to. Which is true, you guys asked for what you guys wanted to charge for rent, not what we had agreed to on our lease. It took us sending you guys our own lease (which you should have) to address that. Your automated system should know when and when not to ask for rent. You should also know the lease that is in effect for the house you bought and the tenants you manage. 
  

  You have offered refunds two different times, both of which I complied. Yet nothing has been sent! Is this somehow my fault? No. The lease has officially closed, my roommates have received their overpaid rent, why is the guy calling you guys out the only one without it?

  Regarding the deposit, it is my understanding after discussing with our former property manager, that you bought the house as is. You saw exactly how many holes and scratches and places that needed painting when you decided to buy it. The house is in the same exact shape as when we moved in. Better in fact. Any left over appliances were not ours. You can’t nickel and dime everything wrong with house that you bought, when they were damaged by previous tenants. ***** *** ****** would have charged us fairly, and communicated with us on how the house needs to be left. We obviously did not see why we had to move out other peoples loose items, when we had to deal with the same thing when we moved in. Regardless, it does not cost $1,040 to clean whatever was left, so I do expect me and my roommate to get AT LEAST, most of their deposit back, the same way class act would have given ours back. If it cost you $50 bucks to clean up some loose crockpots sure, take it, but you can not legally nickel and dime us for everything wrong with the house that was already like that. I will have to see the statement once you have determined the deposit. 
  

  Additionally, any garbage in our yard is likely the result of our neighbors garbage blowing in. We clean up what’s ours. 
  

  My claim with the BBB will be resolved when I am given my over paid rent back. An additional claim will be opened if you guys misuse our deposits on anything except cleaning. 
  

  AGAIN, there WILL be an additional claim filed with the BBB if you guys use our deposit to fix damages to the house that were there when we moved in. That is only to be used for damages caused by us when we lived there, which I cannot recall any. 
  

  I hope that your claim to transparent and fair business practices becomes more obvious because I have not had any yet. 
  

  best,

  *** ********

   

   

   

   

  
  

  Business Response

  Date: 05/16/2025

  May 15, 2025
  
  
  Better Business Bureau
  Attn: Dispute Resolution Department
  Re: Complaint ID #******** * ***** ********
  
  
  To Whom It May Concern,
  
  
  Thank you for forwarding Mr. ********** additional comments. We respect the BBB process and would like to provide the following response to help resolve the matter.
  
  
  
  
  Overpayment of Rent
  
  
  
  
  Mr. ******** is correct in stating that an overpayment of $375 occurred, and we acknowledge our responsibility to refund it. A check was prepared, and although we originally communicated that it was mailed, we have since clarified that it had not yet been sent as of the phone call on May 13th. We regret that miscommunication and have taken steps to remedy the issue. A ***** payment was offered per his request, and we are currently awaiting successful transfer. If this method is not completed promptly, we will overnight a physical check to the forwarding address provided to ensure timely receipt. We apologize for the delay and confusion.
  
  
  
  
  Maintenance Communication
  
  
  
  
  We understand Mr. ********** frustration regarding the ceiling repair timeline. However, we must clarify that the damage predated our ownership of the property. Upon acquisition, we responded to the repair issue within the limitations of contractor availability and safety requirements. We agree that communication could have been better and regret any perception of disregard.
  
  
  
  
  Rent Request & Lease Terms
  
  
  
  
  There was never an attempt to unlawfully raise rent. The discrepancy arose due to our automated billing system not aligning with the lease terms initially provided by the seller. Once we received a copy of the lease from the tenants, the issue was corrected, and no improper charges were pursued. We appreciate their efforts in resolving the discrepancy.
  
  
  
  
  Security Deposit & Property Condition
  
  
  
  
  We are currently completing the move-out inspection reconciliation. As with all tenants, only charges for actual tenant-caused damage or cleaning beyond normal wear and tear will be deducted. Claims that we are seeking to charge for pre-existing conditions are inaccurate—we are reviewing photos and records from both before and after tenancy. All itemized deductions will be provided in writing as required by Illinois law.
  
  
  
  
  Closing Statement
  
  
  
  
  Our intention is not to nickel-and-dime or avoid our obligations. We aim to be fair, lawful, and responsive. We regret that Mr. ******** feels otherwise and will make every effort to bring this matter to a close by processing the rent refund and completing deposit reconciliation. We are happy to provide the BBB and Mr. ******** with final documentation once complete.
  
  
  Sincerely,
  *** *******
  Manager | Central Illinois Property Management Group
  **************
  ***** ********
  
  
  

  Customer Answer

  Date: 05/16/2025

  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.