Complaints

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

close

Find a Location

The Cabot Group has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Cabot Group

  130 Linden Oaks Ste A Rochester, NY 14625-2834

  
• 

  The Cabot Group

  6 Loden Ln Rochester, NY 14623-3618

  

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:03/26/2025

  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.

  This is a property group, the townhomes are not available to view online, so took a tour. The unit we toured (******* *****t and myself, ******* ******), ** **** *** ***, included stainless steal appliances, all updated doors and specifically a microwave. (Countryshire Estate townhomes). We took the tour end of January, with intent to move in on March 1st. The landlord we were working with, Kelsi D******, was pretty nice and forthcoming, so we thought. They planned on giving that unit to another family and said the next one that would be available looked exactly like this just across the street. So we were extremely excited because not all townhomes have a microwave and we specifically wanted to move into this one because there was a microwave. On the date of signing the lease, February 28, 2025, we toured the new townhome and brought to Kelsi D******’s attention that this unit did not have a microwave and that was our sole reason for moving into these townhomes as opposed to others. She stated she would contact maintenance so we can get that installed. Also, at the time of move in there were nails all over the floor, a last minute installation of carpet, so it didn’t feel as though we were handled with care. Throughout March, we’ve been given promises by maintenance and Kelsi D****** that we would get a microwave installed and it was placed in our resident portal as an open work order. We are paying the same amount of rent as an upgraded unit and we are not requesting for all of the upgrades, we are just looking to have a microwave installed. If we can please get this resolved with either a drop in rent due to not having the same features as the townhome we were shown and promised would look exactly the same or have a microwave installed. We are not requesting for all of the upgrades, just a microwave. In addition, the leasing office never answers the phone, every communication is through email, when we were told they are always available to answer.

  

  Business Response

  Date: 03/27/2025

  In response to the recent complaint, we would like to offer some clarification regarding the situation. The tenants initially toured a model unit that had already been leased, and it was clearly communicated that features and configurations may vary between units. After viewing the unit they would be moving into, the tenants spoke with Kelsi, who has been actively coordinating with our Maintenance Team and Community Director to facilitate the installation of a microwave. We want to reassure you that a microwave has been ordered and is currently pending delivery. Installation is scheduled for next week, contingent on the tenants’ availability and approval. We remain committed to providing responsive and effective service to all of our residents and appreciate your understanding and patience as we work to resolve this matter. 

  Customer Answer

  Date: 03/31/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  Regards,
   
  ******* ******

• Initial Complaint

  Date:02/21/2025

  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.

  Good morning my name is ****** and me and my wife move into ** ***** ***** ****** on February 1 2025 we on occasion don't have hot water we have flying bugs in the bathroom and ants that I am constantly killing we have no locks on the bedroom windows for the temperature to be frigid outside our heat is not 100% because there is cold air coming through the side of the ac units in the wall which I had to cover with Plastic garbage bags we have a Crack in our front door and screen door we pay our rent on time to be living like this we would like this matter resolve the management #is ************ and her name is heather H*** I brought it to the management and maintainence attention and nothing is being done about it.

  

  Business Response

  Date: 03/04/2025

  While turning the unit, staff
  did not notice any cracks in the front door. Pictures are attached from early
  progress during turnaround; no cracks on the main front door. Upon move in, the residents immediately asked for the
  front door to be painted on the outside of the unit. The request was denied just for the time being, as
  we have had extreme cold weather, and the paint would not dry, and we mentioned that we would do so
  in the spring once the weather turns. A few weeks since their move in and now
  we have a huge crack in the door. Service request for ants was
  put in on 2.6.25. Tenants were informed that they could purchase ant traps to
  assist while we reached out to our contractor to schedule extermination
  services. The exterminator has since been to the unit an remedied a plan to eliminate the pests. There are locks on the
  windows. They are not the standard locks in the middle of the window, but on the
  top and sides to prevent the window from opening. The screen door at the time
  of move in had no cracks of holes. Pictures attached. Screen doors are purchased by
  tenants and ERC staff installs. The resident emailed
  Heather on 2.23.25 to address the issues and we have addressed.  

• Initial Complaint

  Date:11/12/2024

  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.

  Rude and dismissive management that withheld my original lease when I wanted to review it to make a sound decision about the apartment complex. Out dated appliances and apartment that I asked for updates that were never done then charged to me after I moved out. They are continuing to charge me and trying to force me to agree to pay them over $2000 to break my lease which they never told me about to begin with prior to moving in nor is it on my lease. I attempted to pay the fee with a promise to not report to my credit and to pay in increments that was denied. In addition I made several complaints that I was unsafe and even told them about a neighbor threatening me and filed a report and nothing happened. The same individual in questions kept damaging the doors, and break walls yet was still allowed to be there. They were antagonizing me and my children and management did nothing. This was discriminatory and I was treated poorly due to being the only person of color in the building. Also, I am still being charged rent and I am not living there.
  I would like a bill adjustment and a written payment arrangement that is reasonable and protects me from the Apartment complex from reporting to my credit.

  

  Business Response

  Date: 11/13/2024

  This resident is correct that her lease does not contain a provision for early termination and she is responsible for the full lease term. We provided her with a copy of her lease when she requested it.   The resident contacted management to ask if there were any options for an early lease termination because she wanted to purchase a home.  We offered the resident the same lease termination options that we do all residents, there was no discrimination, she simply didn't like the options presented to her, and skipped out on the apartment to purchase a home.   When this resident complained about their neighbor, we sent that neighbor a lease violation notice.  The resident never complained about the situation again until she found the terms of the lease buy out to her disliking.   Our lease termination buy out offer still stands.  For fair housing compliance reasons, we can not offer her preferential or differential treatment. 

  Customer Answer

  Date: 11/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The reason for me leaving was for the safety of me and my children and I communicated via text to management that I felt unsafe and that is why I left the apartment. There was more than one incident that was ignored by management. Management only gave a lease violation for the neighbor breaking a common area door. I have not been treated with grace as the neighbors were due to my skin color. Management has always showed them favoritism. After this occurrence,  the leasing office knew of two other incidents that was communicated by text and in person that they claimed they could not address even with me filing a police report. One was the verbal threat and aggressive weaving of a car towards me, and the slashing of my tires. My tires have been slashed on two occasions. The threat to do me bodily harm was not addressed and was the last straw that made me start looking for another location that was safe and affordable. This in addition to many intimidating tactics the neighbors did like put trash in front of my door because they thought it was mine and putting trash on my car because they assumed I littered. The property manager responded “ I would put trash back in front of your door too if you left it outside” .  My concerns were dismissed on numerous occasions and I was treated differently from the neighbors.  Business offer was given rudely and I was not given my original lease thy I requested several times prior to moving. I was not given a fair opportunity with all the documents I needed to make a sound decision. Management went through  different property managers and did not have my old lease to give me. I had no idea what to compare an offer with without my lease that was only given to me this week. I kept only getting a one page lease renewal with no details of my original  lease with no terms. This was not helpful.   I am asking only for the end of December to give them the total $2350. I just ask that they not report this to my credit and give me grace to pay at the end of December. I can pay half of the fee by the end of November but not the total. I won’t be able to live as $2350 is only a little less than I bring in a month. I can’t afford to give that out in one lump sum.  
  Regards, 
  
  ******* ******

  Customer Answer

  Date: 11/18/2024

  I would like to re open this. The fee they are adding was not in my lease. The customer is disputing the closing based on the above statement, therefore, BBB has reopened the complaint and is seeking an additional business response please.

  

  Business Response

  Date: 11/21/2024

  BBB spoke to an administrator at the business and the following was relayed: There is no additional fee for early termination.  If a tenant chooses to leave their lease we require 60 day notice and payment 2 months rent and they agree to forfeit their security deposit.  This customer was purchased a house, while still in her lease.  We offered her what we offer everyone- she can also sublet if she'd like.  Or the aforementioned conditions must be met.  Thank you.

• Initial Complaint

  Date:09/23/2024

  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.

  The Cabot group recently acquired my apt complex and forced families out to do renovations to raise the rent. They offered me 2 months rent and security deposit back if I left by August 31st which i did. As of Sunday, September 22nd.. I have not received said amount. NYS law states it must be sent within 14 days which it was not. I have emails from the property manager stating it was not. Their accountant didn't send anyone they kicked out their checks and she apologized. I told her NYS law states that if they are not sent within 14 days I'm entitled to double the amount. She said that she had already apologized but being a couple days late doesn't warrant that and take them to small claims court. I have all the emails admitting they broke NYS law and therefore cancelled the contract we signed. The families who had to leave and have not yet, as of Sunday, September 23 , received the promised funds within the 14 days of when we had to move on August 31st, will be contacting the Attorney general for Cabots continual abuse of NYS law. We are also filing a class action suit against the Cabot group for not returning the promised funds per our agreement within the 14 days of August 31st. They continually show a history of abusive practices and not following NYS law and refuse to be held accountable.

  

  Business Response

  Date: 10/01/2024

  The complaint accepted the offered incentive to leave early, we did not require them to do so.   We mailed the security deposit refund on the 19th.   We do not feel any more action is required at this time. 

  Customer Answer

  Date: 10/07/2024

  The Cabot group did not send my, and many others they forced out, our security deposit checks within the 14 days of moving out which is required by NYS law. I have all emails from them confirming that they were late but refuse to double our security deposit refund back as is required by NYS law. They instead chose to tell us to take them to small claims court. Which we are.

• Initial Complaint

  Date:09/01/2024

  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.

  This company raises rent like no tomorrow.they push people out of thier homes. They tell people to move out. They do nothing to fix issues. The parking lot is a mine field. The people are extremely rude. They do nothing but make rmpty promises and raise rent and expect people to deal with it.before these people took over my apartment complex everything has gone downhill.from rent to clientele. It was a good place to live but now its more ghetto than decent class people. I am talking about Presidential Estates in rochester NY.

  

  Business Response

  Date: 09/04/2024

  THE CABOT GROUP started managing the property in 2024 (when our client purchased it).  The market rents for the property are still below market and a value when compared to competitors of the same construction, class, and condition.  The resident will have a hard time finding comparable housing at a lower rent.  If the complainant felt it was of no value, they could have opted to move out at lease renewal.   The parking lots will be resurfaced before the end of the year.  When we started managing the property, there were many open staff positions.  We have the property fully staffed and working to improve the overall maintenance of the property.   We feel that this complaint was unjustified. 

  Customer Answer

  Date: 09/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
   
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:02/28/2023

  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 was required to present the Cabot Group a security deposit for my lease at apartment ***** ************ *****. My lease terminated 2/15/2023. The Community Manager told me it takes 2 weeks to process the refund of the security deposit. Two full weeks have gone by and the deposit has yet to be refunded. I have contacted the property manager twice with no response. I am owed $995.

  

  Business Response

  Date: 03/02/2023

  Ms. ********** lease expired on 2/15/23. We mailed her security deposit refund of $995 to the forwarding address she provided on 3/1/23 (two weeks after she moved out).

  Customer Answer

  Date: 03/02/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have not received the refund, and until I do, this claim should stand.  
  Regards, 
  
  ***** *********