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:04/22/2025

  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.

  To begin we have called them 15+ times and left voicemails and they refuse to address or respond to me. The manager in office here locally to me refuses to talk in person because of her personal issues she has had for the last week everyday I have gone into the office to discuss terminating my lease and even threatened to call the cops on me and asked to not be recorded. IF YOU CARE ABOUT YOUR HEALTH AND SAFETY AND SANITY PLEASE FOR THE LOVE OF GOD DO NOT RENT FROM THESE APARTMENTS. (Wau Lin Cree) managed by AMG.
  We moved in to apartment 4032 in October 2024 and they have switched office people 3 times since moving here.
  Upon moving in we had reported that our apartment was in an unlivable condition due to mold, brown recluse and tick infestation, filth, electrical problems, drainage problems, peeling paint, unworking appliances the list goes on.
  We have requested to break out of our lease due to health concerns of my 6 year old and 10 year old. The office manager was unapologetic, lacked empathy and showed no concern. I showed pictures, videos, and cried to her explaining how our health is deteriorating and she said to me "They do not want to let you out of your lease". "We do not want to lose you as a resident". "We cannot find your paperwork from when you first moved in reporting these problems". "I can't give you advice you don't have any other options". "I have places to be and things to do so..." That was her last words to me as I cried to her about needing to vacant. I called the Missouri housing authority and the healthy homes people came out. My water gets to over 165 degrees! I have also hired a mold specialist to come out. What is awful is we have never complained, we pay our rent on time, like we have never had a complaint. This new management company they have is the worst I have ever experienced and dealt with in my entire life. This has been PURE HELL to live here from start to not even the finish line.
  WE JUST WANT OUT OF OUR LEASE!

  Business Response

  Date: 05/08/2025

  To Whom it May Concern,

  Thank you for the opportunity to respond to the complaint submitted by the resident of apartment **** at Wau Lin Cree Apartments.

  We take all resident concerns seriously and are committed to providing a safe and comfortable living environment. We understand this resident experienced challenges during their tenancy, and we have thoroughly reviewed our records to provide a factual and transparent response.

  Maintenance and Condition of the Apartment
  Upon reviewing our records, including the resident’s move-in inspection form dated October 2024, we did not find any mention of mold, pest issues, or other serious concerns noted at the time of possession. Work orders are required to be submitted through our online portal, and we found no record of maintenance requests submitted by the resident prior to being contacted by the Healthy Homes inspection team on April 17, 2025.
  

  Once we were notified by Healthy Homes, we acted promptly and dispatched our maintenance team to the unit. The inspection noted the need to replace the CO2 detector, which was completed immediately. The team also found dried matter in the furnace closet, which was not able to be identified by Healthy Homes and was cleaned and addressed without delay.

  Lease Termination Request
  Prior to these complaints, the resident requested early termination of their lease due to a reported job relocation of their partner. At that time, we provided the resident with our standard lease break policy. Subsequent to this, the complaints regarding habitability began to surface.

  Recognizing the resident’s dissatisfaction and prioritizing their well-being, we ultimately allowed the resident to vacate the apartment on April 29, 2025, without enforcing any lease termination fees. Our aim was to provide a resolution that allowed the resident to move on without additional stress.

  Communication and Office Interaction
  We are aware that the resident attempted to discuss their concerns in person with our on-site manager. While we do not condone unprofessional behavior, our staff also deserves a respectful and safe work environment. We have reviewed internal reports and understand that the manager asked not to be recorded and felt unsafe during certain interactions, which contributed to the difficulty in having productive in-person conversations.

  We regret that the resident felt unheard and that their experience did not meet their expectations. We believe we acted in good faith to address all reported issues once we were made aware of them and extended flexibility by waiving lease break fees.

  Please let us know if any additional documentation is needed to support this response. We remain committed to improving our service and ensuring a respectful and responsive community for all residents.

• Initial Complaint

  Date:12/19/2022

  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.

  I found AMG via ************** & contacted them July 2022 re apartment for my mom via their website. I am her financial POA - I was never asked about this during application process. A process that she had to "initial" multiple places & eventually "sign". I was working in Maine at the time while she lived in Missouri. My sister also lives in Missouri & is our mom's medical POA.
  -July 19th got email "recently leased our last available unit" & referred to "***************" for waitlist. There was urgency to finding her a place due to her landlord deciding to sell house & she had to move quickly. The application process was clunky & I talked to **** ********, Leasing Assistant, Asset Management Group, ************ many times by phone, text & email to complete process.
  -July 29th got email "Unfortunately, we cannot approve your application at this time due to insufficient income. If you believe there was an error in your results, please let us know. Otherwise, for you to proceed in our leasing process we need one of the following from you. A qualified co-signer OR 6 months’ rent up-front". My mom was 74 yrs old, had $70,000 in bank, Social Security of $2,164/month. Rent was $850 (plus $12 ins)/month. She agreed to pay 6 months' rent upfront.
  -Aug 2 got 1st copy of lease. After corrections lease was e-signed Aug 9th by "mom". Lease began Aug 19th.
  -Oct 2 mom passed away. I contacted AMG. We scheduled "walk-thru" Oct 15. This is when AMG asked for copy of Death Certificate & POA. We thoroughly cleaned the unit, including patching walls & 3X steam cleaning carpets. At walk-thru, we all agreed they would need to "ghost roll" walls (paint we used was off) & ionizer to remove the remaining odor.
  -Oct 31 got email AMG will not honor POA because it didn't transfer upon death & will no longer release info to me. AMG was advised no need to talk to me, just process refund. AMG sent refund of $1,763, kept $2,550 (3 months rent) for AMG - lease wasn't terminated properly.

  Business Response

  Date: 12/20/2022

  To whom it may concern:

  The primary complaint here is that AMG kept rent and a termination fee instead of adding it to the refund. Everything was done
  above-board here and according to the lease. The unit was not left in great shape but we acknowledge the efforts put in by the tenant's family to help it appear better than they found it. AMG held the unit for 30 days (no rent income) for the tenant prior to move-in and it took another 30 days post move-out to perform the make-ready and get it leased. The landlord is entitled to the early termination fee as outlined in our lease. 

  We are a bit unclear on what issues they had during the leasing and application process but we do know that we were not made aware of ****** POA documentation until after the tenant passed away. There is no way to prove who actually "signed" the lease documents as it is all done electronically, but we could have easily added **** to the lease as a co-signer and then been able to disclose information to her. 

  Please let us know what other information is needed to resolve this issue.

  Thank you,

  Asset Management Group

  Customer Answer

  Date: 12/20/2022

  The way that AMG handled this situation left me questioning their ethics. I was appalled that they would treat a bereaving family like this and but then to bold-face lie about it, that was more than I expected. The unit was IMMACULATE except for the 2 items that we agreed needed addressing (listed above). They even charged her for broken blinds that were broken when she moved in but it was such a minimal amount, it wasn't worth fussing over (pattern of behavior?). They did not hold unit for her for 30 days. July 19th were told no units available. I called their office and began the ongoing work with **** (their rep) to find her an apartment. He was FULLY aware of my status as POA and of the urgency in finding her a new place. He advised it was not unusual for the POA to be making these kind of arrangements for their units. They have a VERY elderly community. Didn't get lease until Aug 2 (UNIT NOT AVAILABLE UNTIL AUG 19). After multiple corrections because they could not get their figures correct (I have full documentation if they doubt this), a lease was signed on Aug 9). In fact, we sent one large payment and then had to send them additional funds to meet the amended amount. Since they could not get her in until Aug 19th, we had to move her into temporary housing for 2 weeks which I am not so didn't add to her demise on Oct 2. Apartment was reviewed by AMG on Oct 15 (day after her funeral). It shouldn't have taken more than 1-2 weeks to complete the "ghost painting" (no cut in) and ionization.

  She had nothing but the money in her account and substantial guaranteed income. She didn't want a co-signer and agreed to their request for 6 months' rent upfront. She didn't realize they were going to take it from her. We did everything according to their requests but then when she died, they changed their behavior 180 degrees.

  I didn't expect AMG to change their position based on my experience with them. It's unethical and immoral but legal in their minds. But I do want to protect other families with elderly parents who they may be looking for an apartment. This company is disreputable and will steal your money. If it looks too good to be true, it probably is.

  Merry Christmas

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **** *******

  Business Response

  Date: 12/28/2022

  To Whom it may concern,

  After searching through e-mails we cannot find evidence that **** provided POA information but are more than willing to offer her our sincerest apology if she can find proof of such and we missed it. Her evaluation of the apartment being "immaculate" is subject of opinion and not accurate by our assessment. Having managed this property for 7+ years, we are more familiar with unit conditions than she is and feel confident in our conclusion. 
  Our position stands. We did not lie or do anything outside of what the lease agreement allowed for. 

  Thank you,

  Asset Management Group
  

  Customer Answer

  Date: 12/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:    I have already proven that the reasons originally given by AMG to my complaint were pure fabrication. This company apparently have policies in place to steal from their deceased tenants but are technically legal. DO YOUR RESEARCH!! Save yourself some heartache.
  
  Regards,
  
  
  
  **** *******