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:01/21/2025

  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.

  I've been living at my address for almost 5 years, I live upstairs. Downstairs from me has a serious sewage issue. It's pretty much been like this since I've been living here. I've reported this to the landlords, I had three or four different landlord since I've been living here about this issue. I even called 311 more than once about this situation, at least six or seven different times, since I've been living here. Corporate got angry with me for reporting. I don't want to live in fear of being evicted because I'm reporting my living situation. I feel I'm being treated inhumane. My living condition, is unsanitary and a health risk. My breathing and my husband's breathing has been affected by this toxic smell. The smell is constant all year round. In the spring and summer, when I leave my windows open, it helps combat the smell to a certain degree. But then get bugs in my home. So I can't leave my window open like that. In the fall and winter it's worse, because the weather is cooler. I can't keep my windows open, my home will be freezing. My neighbor had a cat, she left her cat unattended for over a week, several times, this cat had bowel movements and ****, she didn't clean it up, this added to this nasty smell. She did this to retaliate against the landlord, because they won't fix this problem in her home. She stopped paying her rent, she's going to court about this. Other tenants before her, went through the same exact thing, and got evicted, because they retaliated not paying their rent because of this terrible smell that has not been fixed. I want my landlord and corporate to fix this problem, for I can have a normal living situation.

  Business Response

  Date: 01/24/2025

   On
  2/5/2024 Ms. **** (***) called the on-call answering service to report a sewage odor in the
  apartment below hers (***). A Maintenance Technician and the Property Manager did an inspection of both
  apartments and reported no odor.  At the time, *** was vacant. The MT did pour
  some bleach into the vacant unit sink drains and ran the water as it had been
  vacant for about a month at the time of Ms. ****** call.  The property received a voicemail
  from Ms. **** on 2/9/24 stating that the odor was much better, and she was very
  happy.  The
  Property Manager completed another inspection of both *** & *** this past week. He had a
  conversation with Ms. **** during the inspection, who stated that the “odor has
  gotten a lot better since the cat was removed” and she apologized for the upset
  phone call she made to the office. The Property Manager was very thorough and detailed in the
  inspection of her apartment, which he stated smelled good and was clean. He
  walked Ms. **** through his entire inspection and answered any questions she
  had. There was no sewer odor present at all. He said he checked all p-traps,
  which were clear, along with toilet and bathtub for any leaks, holes, etc. He
  said she was pleasant, and that she did not express any concerns at all about
  any sewer odor or toxic smell, or any impact an odor is having on her health or
  ability to enjoy her apartment. The
  inspection of *** revealed a few housekeeping issues but there were no issues found with any of the
  plumbing. There was no odor in the stairwell, or around the exterior of the
  building.   Clover Management, Inc.   

• Initial Complaint

  Date:11/23/2024

  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.

  I recently moved out of a Clover Management apartment complex (Briarcliff Apartments in Depew, NY) on October 31, 2024. The manager of the complex was volatile and nasty when discussing my move and removal of my boxspring and mattress. Others in the complex have discarded theirs without a complaint from her. She picks and chooses who she wants to "allow" removal of items such as these. As I have moved out of NY State, both my mother and I have reached out to Clover Management 4 times to schedule the final walk though and hand in the keys as my lease ends in December 2024. I have not heard back. My rent is paid through November 2024 and the apartment is fully cleaned out (I have pictures and videos as proof). I want my full security deposit back (I have been told that tenants rarely get their security deposits back) as this will also satisfy most of my last month's rent. Side note: I wish I would have checked reviews of Clover Management and Briarcliff before moving in, as their rating is less than 2 (out of 5). Many of the complaints are about the complex manager and Clover's lack of response to complaints.

  Business Response

  Date: 12/02/2024

  Our District Manager spoke with
  Mr. *****, his lease doesn't expire until 12/31/24.  He informed us he plans to pay $500 of
  the December rent due and have us take the remaining rent out of his
  security deposit. We do not understand why he is asking for his full SD back when he knows he is not planning to pay his full rent and will have
  a balance due on his account.  We reiterated that the security deposit cannot be used in the place of rent, but will be used to reconcile
  his account and any balance owed at the end of the lease term, along with any
  potential move out charges. We also explained that his deposit could not be reconciled until the end of his lease as it sounds like he does not plan to send
  full payment for December. He said he understood. 

• Initial Complaint

  Date:10/25/2024

  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.

  I was a resident at ********* ****** ********** ****/Clover Management Inc as Agent for two years. I moved out of the complex on August 26,2024 I returned all keys and left the apartment clean. I was told then and as stated in the apartment lease that my security deposit plus interest earned was to be returned to me within 30-45 days. I have been told by the new property manager Seth that my file was closed and process for the return of the deposit was started in September, still no check so I reached out again to Seth on October 7,2024 by phone call and text but no answer or returned text. So, Thursday October 24,2024 I stopped in the office at ********* and again no answers to my questions. I did receive a text from
  Seth this morning saying that his manager again was working on my file, I just keep getting the run around. My security deposit amount is 1300.00 and we were required to open a bank account with *** **** to gain interest on our deposit. I do have pictures and a video to show the condition of the apartment when I left. And doing the two year stay I was never late with my rent. If I was late they would charge me a hefty late fee, it should be my law when apartment complex are late returning your deposits they are fined.
  
  
  Thank you
  ******** * *****

  Business Response

  Date: 10/29/2024

  Our sincerest apologies to Ms. *****, it is always our expectation to deliver exceptional customer service to our residents, both current and previous; unfortunately a management change in the ********* office caused Ms. *****' security deposit to be overlooked and not processed as our new Property Manager indicated.  Our Accounting team has taken immediate steps to reconcile Ms. *****' account, and will process her deposit as soon as it's returned by the bank.   Thank you, Clover Management, Inc. 

  Customer Answer

  Date: 11/01/2024

  The reason I rejected the last offer on Tuesday October 29,2024 from *********/Clover Inc was because I knew they were just saying that to shut me up for the time being. I received a voicemail from the property manager Seth on Wednesday October 30,2024 at 3:29PM stating that the deposit has been processed and they were overnighting it to me per *****, as of Friday November 1,2024 at 7:25 still no check. 

  Business Response

  Date: 11/04/2024

  Ms. *****, Please be assured that no one was trying to "shut you up", we apologized for our error and made the reconciliation as soon as we were able to withdraw your deposit from the bank.  The tracking of your deposit shows "DELIVERED".  We have gotten notification that it was left at the front desk so you might want to check with your Management Office. Sincerely, Clover Management West

• Initial Complaint

  Date:07/08/2024

  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.

  My mother ******** ******* lived there for over 2.5 years. On March 12th 2024 she was in the hospital going to be released to rehab. Unfortunately she passed away before she was released. On March 12th I notified ***** , the apartment manager that my mother had passed away. I spoke with ***** several times in the following two weeks and she never mentioned that I needed to give a thirty day notice. On March 27th I turned in the keys to my mother’s apartment. My mother could not give a thirty day notice due to the fact that she had passed away. On May 21st after several attempts I finally got to talk with ***** and I asked her where my mother’s security check was. I was informed that it was mailed out and that I should have received it already. ***** said that she mailed it to my mother’s address on file but since she passed away, she no longer lived there so I check the post office and it wasn’t there. ***** said that she would contact the corporate office and get back with me. On June 25th ***** finally called me back after I made several attempts to contact her. She told me that I couldn’t get the security deposit back because my mother didn’t give a thirty day notice. I told her that my mother couldn’t give the notice because she died. ***** said that there are no exceptions. So in closing I feel that because my mother passed away and could not give a thirty day written notice, this should be an exception. Thank you, *** ******

  Business Response

  Date: 07/11/2024

  Good Morning, Our Property Manager did have a brief conversation with Ms. ********* daughter regarding her sudden passing; ***** informed her that a formal 30 day notice needed to be filed, but she used the 18th of
  March from the verbal statement of the daughter.  Please note that we are committed to consistently following fair housing laws, and our lease agreement, to ensure that all residents are treated equally; regardless of the reason of lease termination.  The family flew in and moved her
  possessions out by the end of the month, therefore resulting in the wash of her
  deposit.  Ms. ********* daughter also recently reached out to ***** due to the
  fact that the cable provider ******** was charging $200 for unreturned cable equipment. 
  It is the resident's responsibility to return this equipment,
  however ***** reached out to a rep who stated they would waive these charges
  once the equipment is returned. In an effort of good faith, our Property Manager ***** is personally returning this equipment for the family in order to ensure the charges are removed. Thank you, Emily Clover Management, Inc. 

  Customer Answer

  Date: 07/15/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  
   ***** said that she mailed it to my mother’s address on file but since she passed away, she no longer lived there so I check the post office and it wasn’t there. This is my main reason for complaining. ***** first told me that she mailed the check out. Then later she changed her story , telling me that we didn’t give a formal thirty day notice. Why would she tell me that the check was in the mail and then later tell me that we don’t get it? This is why I’m filing the complaint. 
  Regards, 
  
  *** ******

  Business Response

  Date: 07/16/2024

  Good Morning, Our Property Manager ***** stated she
  doesn’t recall having a conversation regarding a refund.  ***** stated she called the daughter regarding a
  forwarding address and stated that she had not even inspected the unit yet, therefore she didn’t know what the final outcome was at the time.  She also told her the forwarding address is required for both a return of a
  deposit check or a final balance due notice.  ***** also stated that she informed the daughter on the call that a 30-day notice was required but had not been received. Thank you, Emily  Clover Management, Inc.  

  Customer Answer

  Date: 07/18/2024

  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, 
  
  *** ****** 
  
  I was. Never notified about a 30day written notice until June 25,2024 by phone. 

  Business Response

  Date: 07/24/2024

  Attached please find a copy of the lease agreement.

   

• Initial Complaint

  Date:03/10/2024

  Type:Customer Service 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 have lived in *** **** ****** ********** for the last four years. I've been on a month-to-month lease for the last two years. My rent is $1630 + $50. extra for the monthly lease totaling $1680. a month. The property manager Mary Lou M***** (Phone: ************) gave me a new monthly lease to sign that will be $2055. + $50. extra for the monthly lease which would be a $425. monthly increase starting April 1, 2024. She is bullying, harassing, and disrespecting me to sign a yearly lease. She told me a yearly lease would be $1840. which would be a rent increase of $160. monthly. Why can't my rent be an increase of $1840. + $50. totaling $1890 monthly? She is a horrible manager! She screams and argues with the residents, keeps her office door closed and locked, and is impossible to communicate with for me and many other residents here. When she called me by phone, she didn't even know what apartment I was in and thought I was on the 2nd floor. When she found out I was on the first floor, she said I had to pay $25. extra a month because I had a first-floor apartment and another $25.a month because I had two doors to enter and exit. I asked for an itemized statement, because I don't understand why I'm being discriminated against, and my rent is going up so much. Mary Lou said they were bringing my price up to match the market value. Well, I'm not a newbie coming in off the street to rent an apartment! I've been here 4 years, am a good tenant and pay my rent on time. My husband, **** *****, a veteran who served in the US Army, was also on the lease in previous years. He's not here anymore and is in **** *****, a nursing home in Scranton PA. When I told her he is no longer living here, she started bullying me! I thought this would be my forever home, but my Social Security doesn't increase anywhere close to the rate of this rental hike. I tried talking to her supervisor, Lisa S****** (Phone:************) and she told me the same thing and was no help at all either! As a matter of fact, she was threatening, telling me that I'm paying the increase, like it or not! I have uploaded both last year's lease and the lease to sign for this year so you can see the great difference in price.
  Mary Lou M***** insists to me and others that if I sign a yearly lease and decide to move anywhere, to another apartment or buy a home, and break the lease, I will only lose my security deposit. I asked for that in writing, but she can't find it anywhere in the lease. I'm pretty sure that is only if I go to another senior housing, assisted care or nursing home. If I break my lease otherwise to move to another apartment or buy a home, I'm certain that I will have to pay the remainder of months left on the lease which happened to others. I wish that someone would make this clear to me and show me in writing, because at this point, I can't afford to live here anymore. I'm asking for an adjustment in my monthly rent, I cannot afford to pay $425. more monthly. There are many empty apartments here now because Mary Lou is running us out. I guess I'll be next! I hope that this property manager will be investigated for her fraudulent activity. She comes in late, leaves early and don't want to be bothered. Many times, Jason, the great maintenance man here, has to fill in and tries to do what she does not.
  I need help with this issue right away. I filed a complaint with the PA Attorney General and the Fair Housing Partnership in Pittsburg PA and have uploaded paperwork to them. They told me to talk to upper management at *** ****** **** ****, Williamsville, NY 14221, (Phone: ************). I called there several times on Friday, March 8th and can't reach anyone. Finally, out of frustration, I left a detailed message and explained that this matter cannot be handled at this level. I need urgent attention to this matter! Thank you for your help! ***********************************************************************************************************************

  Business Response

  Date: 03/27/2024

  Hello, Thank you for your patience as I researched this.  Our District Manager Lisa S***** has spoken with the resident on several occasions and given her the following information: ~ Month to Month rent would be Market Rent + $50- only 30 days notice required to vacate the unit. ~ A new 12 month lease would be $1,845- if she needed to vacate, then 30 days notice is required, plus forfeit her security deposit. Our goal is to always provide an excellent resident experience; typical apartment communities require residents to fulfill lease agreements or pay hefty penalties.  However, as was discussed, should the resident need to vacate early during her lease agreement, she is only losing her security deposit.  Should she wish to continue as a Month to Month resident, she only needs to provide a 30 day notice. We hope this helps clarify the options available to her. Thank you, Emily  Clover Management, Inc.

  Customer Answer

  Date: 03/27/2024

  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:01/11/2024

  Type:Customer Service 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.

  Entered by BBB staff LO
  Consumer states he is a former tenant, he moved 12/16/23 and a member from management, Erin, was supposed to return his equipment to ******** and she has not done so. She has had the equipment for around 2 weeks and ******** has been calling the consumer saying he now owes them for the equipment for not returning it. The consumer has tried contacting her multiple times but she still has not returned the equipment.

  Business Response

  Date: 01/12/2024

  This resident reached out to the Leasing Office after they moved out and stated they had forgotten to return their boxes to the cable company; they asked our Property Manager if she could do it for them.  Cable equipment is a resident responsibility however, as a courtesy, we agreed to return it at our earliest convenience- our Property Manager will be returning the equipment within the next few days. 

  Customer Answer

  Date: 01/29/2024

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

  Business Response

  Date: 01/31/2024

  Dear BBB, As you are aware, we responded promptly to this resident's concern and provided a sincere resolution, even though the resident was responsible for the return of his equipment.  We subsequently received your communication that the complaint had been closed due to the consumer not responding/ following up.  I can confirm the equipment was returned for him, but am asking- why was this consumer allowed to continue this complaint and make additional demands after the complaint was closed/ they failed to respond timely? Clover Management, Inc. 

  Customer Answer

  Date: 02/01/2024

  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:04/26/2023

  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.

  ****** ****** ****** Apartments pays for water, cable and electricity for all tenants. These items are considered bulk rate and so ****** ****** pays for these bills on behalf of
  all tenants. When I moved in, I was aware that I was supposed to get those, but when I kept receiving bills from the electric company ****, I paid them. I later learned that I should not have paid these bills and should never have been charged. When I found this out, I sought a refund. The electric company told me that they would not be liable for refunding my money. So, I contacted ****** ****** who has not yet refunded my electric bill payments. I paid bills for electric to Louisville Gas and Electric on:
  3/24/2022 --$127.00
  4/21/2022 --$202.57
  5/18/2022 --$130.55
  6/2/2022 --$130.55
  6/17/2022 --$170.55
  8/18/2022 --$23.90
  Total - $785.12
  The business asked me for copies of my bank statements and I provided those to them in hardcopy more than one month ago. But they have not committed to paying me and I am moving out on 4/30/2023. I would like a refund and I am concerned that after I move they will not pay me.

  Business Response

  Date: 04/27/2023

  Thank you for reaching out; we fully intend to reimburse Ms. ***** for the utility company's billing error.  Our District Manager and Property Manager have made several attempts to reach Ms. ***** and her daughter to ask where they'd like the check mailed to.  With Ms. ******* move out date approaching soon, we subsequently decided to reconcile the utility credit as part of her security deposit return, and will issue the refund in one check.  Ms. ***** is free to contact the Leasing Office with any additional questions. Thank you, Emily B**** Clover Management, Inc. 

• Initial Complaint

  Date:10/24/2022

  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.

  The issue is about 608.00 dollars they took from my account above the amount of rent due. This came out of my checking account on October 6 th of this year.
  I have asked the Clover group to return this amount since the date of withdrawal. I have gotten the runaround ever since . They are working on it is what they say. Please help resolve the issue.
  
  ***** ***** 

  Business Response

  Date: 11/08/2022

  We appreciate your patience while we resolved this concern; our ACH payment system had an error and it took us several days to rectify it with our payment processing company.  We believe this issue has now been resolved to the residents' satisfaction.Thank you,  Emily B**** Clover Management, Inc. 

  Customer Answer

  Date: 11/08/2022

  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.  
  
  Regards, 
  
  ***** ***** 

• Initial Complaint

  Date:08/11/2022

  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.

  We applied for an apartment at Camillus Pointe owned by the Clover group in the spring of 2021, they said we were approved and put on waiting list after paying over $1,300. July this year they said an apartment was available, we went in to fill out paperwork , we were denied on July 21st, but did not get our money back, they won't answer the phone, do not return messages, do not reply to emails....it has been three weeks, no answer...no money. Maybe something to do with their ongoing lawsuits from the housing authority?

  Business Response

  Date: 08/12/2022

  In an effort to protect the ******' privacy, we will not share all details; however, we discovered that the original application paperwork completed by the ****** was not entirely truthful.  Our background screening company confirmed new information, which subsequently required us to deny the application.  The ******' deposit refund was mailed to them earlier this week. 

  Customer Answer

  Date: 08/13/2022

  Better Business Bureau:Clover management sent my money by overnight mail, I received a check for the full amount on August 12th, no further action is required. ?
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Regards, ****** *****