Complaints

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

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  ARI Apartment Management Company

  201 N Elm St Greensboro, NC 27401-2446

• 

  ARI Apartment Management Company

  915 Robert Rose Drive Murfreesboro, TN 37129

• 

  ARI Apartment Management Company

  100 Heron Pointe Dr Nashville, TN 37214

• 

  RE Carroll Management

  8100 Garners Ferry Rd Columbia, SC 29209

• 

  RE Carroll Management

  900 Brookstone Way Ofc Summerville, SC 29486

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:04/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 on 4/13/24 and I was advised by ******* that she could not do a final walk through with me because she was not a manager or sign off that she received my keys. On 4/15/24 I received a email from *************************** that I was going to be charged 650 for carpet damage and 150 for drywall damage. Both charges are just normal wear and tear. I should not be charged for either and should receive my ****** deposit back. I was in apt 713 at ***********************************************************************.

  Customer Answer

  Date: 04/28/2024

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  Date:02/01/2024

  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.

  October 10th or 11th 2023, My boyfriend and I submitted an online application to the apartment complex, Carroll at bellemeade, in **********, **. The application fee per applicant was $75 which in total was $150. Due to us doing the application online, we were charged $22.51 for a convenience fee. So in total we paid $172.51 for the application fee. Fast forward to a few days after doing the application, I look back into the portal to see if there were any changes since we didnt hear anything. Its a charge of $220 back on the account so instantly, Im thinking we got approved because they told us that we would have more charges once approved. Well after looking more into it they actually took a security deposit when we didnt even get approved in the first place. Took the security deposit, tried to charge us a the application fee AFTER & then added the *** fees due to us not having any more funds in that account we used.

  Business Response

  Date: 02/09/2024

  Hello,

  ************** and her co-applicant applied on 10/11/2023. On 10/16/23, both of their application fees were returned, causing two returned fees of $35 each. The screening was completed on 10/11/2023, and they were approved with conditions on the same day, so a deposit of $150 was charged. The criminal results were still pending up until 10/18/2023, but they were pre-qualified as approved with conditions on the 11th. They were emailed a final letter on 10/20/2023 stating they were approved with conditions. We canceled the application on the 20th as well.   It looks like the deposit was paid but reversed due to the applicant disputing it through their bank, stating fraud. They currently owe a total of $220 which is two app fees of $75 and two NSF fees of $35. On 12/08/2023 their account was exported into collections.

• Initial Complaint

  Date:11/20/2023

  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.

  I filed an initial complaint on August 2nd. The management company charged me a deposit to move in to an apartment, and then later said that my application was denied. The deposit to move in should not have been charged if my application was not yet approved.
  The management company said on the BBB website in response to my initial complaint that a refund check had been issued to the address given. I still have not received the check. I just want the $150 back, and can't understand why this is so difficult if it was indeed a simple misunderstanding on the management company's part.

  Business Response

  Date: 12/11/2023

  Good morning,

  We promptly cut the check and mailed it to the recipient on 8/11/2023 at the address that was provided to us. Our team has attempted to reach the former resident via phone but the number has been disconnected so an email was sent, as well. We need verification on the address and if a new check needs to be issued, we will gladly do so. We just need to know the address to which it should be sent.

  Thank you.

• Initial Complaint

  Date:11/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  RE Carroll Management Company is the parent company of ********** ******** Apartments, where I lived at from 2020 to 2021. After a domestic dispute, I moved out of the apartment, as well as the other party involved. My mother, ****** ******, who was a guarantor on the lease, emailed the property manager, Ricky H****** (**********************), to inform them of the situation. I received a temporary protection order at the time (which is now permanent) and presented it to Innisbrook. Ricky informed me and my mother that we would be released from the lease agreement without penalties. The email was sent to us from the above email account on April 22, 2021.
  
  Fast forward to October 2022, I noticed that this account was still listed on my credit report. I contacted **** ******** ********* to inform them that I was released of penalties and the gentleman I spoke with instructed me to send proof of the email from Ricky by certified mail. I sent it in and never heard from them. Today, the account is still on all my credit reports and is negatively impacting me. I contacted them and they told me that they received this case in 2021, which doesn't make sense if I was told I'd be released on 2021. They informed me that it is preparing to go into litigation for the owed amount of $1,698. This is negatively impacting me as I am a single mom wanting to purchase a home in the near future for me and my son.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  Oct 7 I paid for application fee along with deposit. I was informed that it was sent back and I haven't received. Horrible staff. I had to go in person to get it handled and still haven't received. I paid with a debit card and I don't know why it had to be mailed when I didn't mail payment

  Business Response

  Date: 11/16/2023

  This application was denied due to rental history. A check was sent to *** ** ****** **** ******** **  ***** on 11/13/2023. The applicant applied on 10/6/2023 and was denied on 10/10/2023.

  Customer Answer

  Date: 11/16/2023

  I wasn't concerned with the denial I was concerned with check that I was told was mailed out Oct 20. Check was actually mailed out 11/3 and I have received 

• Initial Complaint

  Date:08/30/2023

  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.

  I filled out an application last year for an apartment and never got approved. They’re are now stating I owe them an administrative fee.

  Customer Answer

  Date: 09/09/2023

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 09/12/2023

  Thank you for bringing this to our attention. When an applicant is denied, they should not be charged the administrative fee, but they are still responsible for the $50 application fee per the signed terms and conditions when submitting the application. We've adjusted the amount owed to only the $50.00. 

• Initial Complaint

  Date:08/14/2023

  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 lived at ********** for over 2 yrs. i moved in 2020 i moved out feb 2023. i had a security deposit not alot but $300 put down is $300. I have updated my mailing address with them, i have tried getting answers why its taking so long to get it back. its now aug.. they knew i was moving out in december of 2022. I still even get mail forwarded and still nothing. It is to a point im annoyed bad. when i lived there i had several issues they never did anything about unruly neighbors at all. the last yr i was there i informed them black mold was forming in window sills and when i moved out they realllllly should be fixed and replaced. they never opened i tried having them fixed and when i did the guy was like oh the balance off... nope it popped out again and u can tell the frames are warped. i had to remove the window out the frame anytime i wanted fresh air on nice days. The owners dont try to actually fix things they do the basics to get by. i found out not even 2 weeks after i left they put someone in there and never fixed all the issues i told the office... I just want my depoit back

  Business Response

  Date: 08/24/2023

  Thank you for allowing us the opportunity to investigate this situation. We discovered this resident's refund was issued in March and out accounting team is checking to see if the check had been cashed or not. If not, we will happily re-issue the refund. 

• Initial Complaint

  Date:08/02/2023

  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.

  I applied for an apartment at ****** ***** ******* Apartments on 5/26/23. I was told that admin fees were waived, and that there was a move-in special for the first month free. I was to apply online, pay the $75 application fee, and then upon approval, I would need to pay the deposit of anywhere between $150 and a full month's rent, based on the application review. I applied and paid the $75 application fee on 5/26/23.
  
  On 5/28/23, I received an email from ****** ***** ******* with a link to pay a $150 deposit for unit ********, leading me to believe that the application had been approved, and that I would be moving in to this particular unit. I paid the $150 deposit on 5/28/23.
  
  On 6/12/23, I received an email that said my application was denied. I called the office to clarify what was happening, and was told that my deposit was non-refundable because my application was denied. I don't understand why I received an email to pay a deposit if my application had not been reviewed, and at no point was I told that the deposit was non-refundable. A deposit was paid for a specific unit, and then I was told that I didn't get approved.
  
  The company has the right to deny an application, but they do not have the right to pretend that an application is approved to collect a deposit, and then weeks later say the application was denied, and that the deposit is non-refundable. I wonder how many times potential tenants paid deposits for the same unit, only to be told that they were denied, and their deposits pocketed by the company. At no point was it stated that the deposit was for something other than to move in, and at no point was it stated that the deposit was non-refundable. I would like the $150 that was taken under false pretenses to be given back.

  Business Response

  Date: 08/10/2023

  Thank you for allowing us the opportunity to address this. We apologize for the error in communication and agree with the request. A refund check has been issued in the amount of $150 and will be sent tomorrow to deliver to the confirmed address.

  Sincerely,

  ****** ***** ******* and RE Carroll Management

• Initial Complaint

  Date:07/28/2023

  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.

  In early March of this year, contacted maintenance to fix a water leak in apartment. Took reaching out to maintenance and assistant property manager, Michelle, multiple times to clean up the mold and standing water. Property manager also had to get involved to get this issue resolved. Because of the fear of mold and air quality, I chose to move into my next apartment early. My roommate stayed until end of lease- April 19, 2023. Called in April to inquire when the deposit would be returned and return process. Talked to Sebastian, who said the check should be issued to us within 30 days. End of May, made phone call to Sebastian, who stated the check was “cleared to be sent on June 10th.” Mid June to July 13, i made 17 phone calls to ********** ******* Apartments, which were all ignored or sent straight to voicemail. Calls were attempted during business hours and different times of day. Wasn’t until July 13th(end of business day) that maintenance answered the front phone and told me Nathan, property manager, would be back at 1630. I called again at 1645 and he said the check would be sent and if not received in a week to call back. July 20th received a check for $83.57. Called twice on July 20th, to talk to Sebastian; who said “they take off money for the last months water bill and it looks like they took off for maybe a drip pan?” I was told Nathan would have to call me back on Monday July 24, to give me details on why we didn’t get our full refund check. No call received Monday. Attempted 3 more phone calls this week with no answer and 1 sending straight to voicemail. I paid all my rent in full, on time, every month. Apartment was left in same condition found. Per lease agreement, they had 30 days to contact us if they had to take off for any damages. No contact was made. I would like my full refund check of 150$, i am short $66.43.
  I have documentation of all phone calls made to business with no returned phone calls from them. Please let me know if you need them

  Business Response

  Date: 08/04/2023

  To whom it may concern:  
  
  Ms. ********* and Ms. ******* moved out of ********** ******* on 04/18/23. Their final charges were for their water usage while living in the unit that is billed in the rears.  The total amount of $66.43 was deducted from their $150.00 Security Deposit.  When ********** staff walked their unit,  a total of 4 drip pans on their stove needed replacing from harsh stains along with excessive wear and tear.  They were charged $35.00 for all 4 drip pans.  The remaining funds of their deposit were returned to Ms. ******* via a check that was mailed to their forwarding address. Final account statements are prepared and sent out within 5-7 business days of the move-out date. All monies due to Ms. ******* and Ms. ********* were issued by check. 
  
  Attached is the Final Account Statement that was sent to Ms. ******* and Ms. *********.

   

  Thank you

  Customer Answer

  Date: 08/08/2023

   I am rejecting this response because:
  
  
  
  
  Most months are water bill was about 30$. Had they fixed the leak when it was originally reported, this bill wouldn’t be as high. I don’t feel responsible for this whole bill due to their lack of responsiveness. Also, the drip pans on the back of the stove were seldomly used, so I’m not sure how they got so damaged. 
  
  Again, per lease agreement they were supposed to notify us if they were taking off for any damages, within 30 days. It took over 3 months to even get partial check. 

• Initial Complaint

  Date:07/24/2023

  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.

  My apartments have been charging me an additional $42.28 every month, from January - June, total of 6 months, due to a misunderstanding and lack of communication. On 01/03/2023 I made my payment of $1,368.34 using the wrong banking account, website would not allow me to make another payment, saying no balance due. I called the front office millions of time but they never answer. I had to miss 3 hrs off work on 01/05/2023 (last day to make payment) to come in office and speak with someone. Manager Tina advised me that she would have to add an additional $1,368.34 to my portal to be able to make another payment with correct account. I made the payment and showed her the confirmation number. She assured me that any additional charges (NSF) due to the first incorrect payment will be removed. On 01/07/2023 I realized I still had the money on my account and portal was now showing amount due of $2,736.68 (2 months rent) had to miss work again to be able to come in and speak to someone. Tina and I agreed that the portal may have tried to draft both payments instead of one, I only had enough for one month’s rent in my account. She told me she would speak with her manager, I had to send her copy of bank statement showing her money was in my account prior to me making the payment. After going back and forth for weeks, for being responsible for the late fee and NSF, I ended up making the payments, $1,368.34 + LPC of $210.97, + 2 NSF of $35, and since Feb’s rent was due by then, 2 convenient fees of $42.28 (Jan & Feb). I was removed from making payments via checking / savings, and can either pay by card with $42.28 fee or “in person” for $3 fee. I went to 5 different payment locations to pay in person, they all tell me the code is not working and has not been working in months, Bromley advised me that the only option I have is to pay the additional $42.28 every month until they fix it. I am asking to please give me a refund of the additional charges for $42.28, total of $253.68.

  Business Response

  Date: 08/03/2023

  After investigation, we are confident an error was made with communicating the NSF.  An additional rent charge was mistakenly added to the ledger, resulting in a late fee and two NSF fees.  This resident has a very positive payment history with us, and we believe in the gesture of customer service to give the requested refund ($253.68).  
  
  A concession has been issued and credit has been posted to the account.

  Thank you so much for the opportunity to correct this.