Complaints

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

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LUMA Property Group has 5 locations, listed below.

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  LUMA Property Group

  25800 Science Park Dr Ste 100 Beachwood, OH 44122-7307

• 

  Whitewood Townhome and Loft Apartments

  9417 Trivue Cir Twinsburg, OH 44087

• 

  Forest Hills Apartments

  4110 Skyview Drive #149 Brunswick, OH 44212

• 

  The Links

  370 Saint Andrews Dr, Cincinnati, OH 45245

• 

  Center Court Apartments

  4881 Kingshill Dr Columbus, OH 43229

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:09/26/2023

  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 have lived at their ****** **** ********* locations since March 2023. Upon the remodeling of the unit when I rented it, the windows were disgusting. The closet wall still has not been finished. There is a hole in the bathroom ceiling from a leak above that they still have not come to take care of my air conditioning unit freezes all the time, we’ve had probably three or four property managers that don’t know what they’re doing whatsoever and are rude and slimy. Trying to tell me if I resign my lease I have to put down over another thousand dollar security deposit the oven door scrapes at the wall the countertop is pull away from the wall. The bolts on the toilet were never cut and capped the bottom of the vanity in the bathroom falls off, I never got living room blinds, replaced or at my furnace thermostat. To pay over. $1000 a month for a one bedroom and they can’t return people calls or fix things that were agreed upon moving into and now I’m being told I have to pay a second security deposit to resign? Like if I gave you a $1035 security deposit why do I need to pay another one! This company is terrible and they are loosing tenants left and right.

  Business Response

  Date: 10/12/2023

  Hello,

  There are a few items that need to be completed as a result of the apartment unit renovation. The Property Manager has been communicating with the Resident. The manager made attempts to reach *** ****** since 9/27. *** ****** requested holding off on service requests until Monday 10/16 and plans to stop in the leasing office to renew his lease which is very good news! We'll do what is necessary to address the complaints to the tenants satisfaction. 

   

  Regards,

  ***** **********

  Principal, Property Management

• Initial Complaint

  Date:09/09/2023

  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 have gone 3 weeks without being able to use my kitchen sink due to it draining into my dishwasher and causing it to leak. I FINALLY got it fixed today and was informed it was because corporate told whoever renovated this apartment to pour PAINT down the drain. Today my kitchen was flooded because of this issue and it took hours for someone to get here. I do not blame them one bit because I was informed that Luma property no longer employs emergency plumbers for the weekend which is absurd what are people supposed to do in emergencies? I don't know why I wasn't told about these things to begin with when maintenance came the first time and "fixed" my dishwasher/sink. I was also informed that the coolant system for my apartment building doesn't work and is why my AC unit is running but not supplying cold air. I have had multiple roaches in my apartment already and nothing has been done about it.

  Business Response

  Date: 09/25/2023

  After speaking with the property manager, I was informed that the tenant concerns per the complaint have been addressed and or repairs completed. The plumbing was repaired 9/11. Pest treatment service was provided 9/11 and the tenant unit has been placed on a weekly schedule as needed. The A/C unit has been repaired. 

  Sincerely,

  ***** **********

• Initial Complaint

  Date:08/08/2023

  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.

  We moved in June 30 2023. We are still waiting for repairs that were promised at the time of move-in (dishwasher, washer/dryer, bathroom vent) not to mention the constant smell of smoke and weed, despite it being a non smoking building. The trash was not collected for over a week, the 'clubhouse' we were promised has not been finished despite it being included in our rent. We've sent emails, letters, called, and gone in-person and gotten no responses whatsoever. The office is usually closed and empty.
  
  We chose these apartments based on the fact they had in unit laundry and a clubhouse with facilities. Why am I paying more rent than another apartment complex for no laundry, no clubhouse, no dishwasher, no repairs, and no communication?
  
  At this point we're considering legal action to get out of our lease due to the poor service, high price with no amenities to back it up, and violations to health and safety.

  Business Response

  Date: 08/23/2023

  Thank you for your email. I've reached out to the Associate Director of Property Management. I was informed that the service requests have been completed with the exception of the appliance repairs. The Appliance Repair company is scheduled to arrive 8/28 and 8/29 to repair any and all reported appliances in need of attention. A new Property Manager was recently hired and is available to assist you with your concerns or to answer questions. The apartment community does not have non-smoking apartments.  Smoking is prohibited however in all building common areas. Please contact the leasing office if you have additional questions or concerns.

  Sincerely,

  ***** **********

  Principal, Property Management

  LUMA Property Group

  Customer Answer

  Date: 08/30/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  Our washer and dishwasher were overlooked and have not been fixed as of 8/30. When we called the office, we were informed the repairmen had already left and they would need to have them come back. It was suggested that our work order was lost in the transition to the new property manager, however we have asked about this repeatedly through email, calls and in person visits so this has been very disappointing. 
  

  Regarding the smoke smell, it is not cigarette smoke but it is weed smoke and it fills our apartment multiple times a day every day. My roommate works from home regularly so this is just not acceptable. We were also told on our initial tour of the apartment that this was a non-smoking building. 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 09/12/2023

  I've received an update today regarding our tenant concerns. The tenant will receive a $200 credit off October rent due to the inconvenience of the washer repair wait time. The repair requires a part that has been ordered by the vendor.  On Wednesday 9/13/2023 maintenance is scheduled to set the drain line for the dishwasher to allow for proper drainage. The Property Manager has informed me that there has been positive communication with the tenant.

  Sincerely,

  ***** **********

• Initial Complaint

  Date:07/21/2023

  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.

  My air conditioning has been broken in my apartment for more then two months. I called to try and get a date for the replacement and the manager Brenda told me to call corporate because there was nothing they could do unless luma properties gives approval. I have also been sent a letter on my door every single week demanding entry for terminix to enter apartment and everything taken out of cabinets for termix. The letter dose not state what time the services will be preformed or ending for the Return to regular monthly service. Termix tech has shown up after 6:00pm at times which is extremely inconvenient. These weekly services are not stated in my lease and where not agreed upon prior to my lease being signed. We do not have a infestation that deems such weekly services. If that’s the case it should be for the entire building. I have paid my rent on time for two years and deserve respect, not harassment. Sending a letter repeatedly is unnecessary. One letter with a beginning and end date would be reasonable and respectful. Also yelling about in the office that we HAVE ROACHES is also unreasonable and unnecessary since we are not the cause of the bugs. The bugs where here before my family moved here. I’m a mother of two disabled children and I work long hours to support them and pay the rent here. I do not have time to remove everything out of the cabinets every single week for the next 4 months. There is a lack of lighting and security around the entire complex. I’ve had one car stolen right out of my parking space and my brand new car has been broken into. I would like to be able to live in this environment with the amenities as promised in the lease! There is no pool, no playground, no tennis or basketball court nothing for the kids to do except play with the plywood and the pipping left outside for months at a time. After replacement of my back door the door has never been painted to match the wall. It’s been two years!

  Business Response

  Date: 08/07/2023

  Thank you for sharing your concerns. I have shared these concerns with our Property Manager. It was confirmed that the air conditioner was replaced with a new air conditioning unit and evaporator coil on 8/1/2023. The residents are notified in advance of pest control visits as well as for maintenance repairs. Unless there is a reported leak or emergency, 24 hours' notice is required. There are several property and apartment renovations occurring which can at times be inconvenient. We hope to alleviate as many concerns as possible and appreciate the patience and cooperation of our all of residents. The pool is currently undergoing preventative maintenance. Please notify the Property Manager or leasing staff of any and all concerns. 

   

  Sincerely,

  Patty Passafiume

  Principal, Property Management

   

• Initial Complaint

  Date:06/23/2023

  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.

  At first the leasing office management acted as if they were concerned about our issues and they seemed caring. Within the last week I have had 3 separate issues that have been extremely inconvenient to live with. They have emailed/called me that they would have our issues looked into but no one has came from maintenance.

  Business Response

  Date: 07/12/2023

  After contacting the Property Manager, ******* confirmed the repair that caused the bathroom ceiling leak was completed by the maintenance staff July 10, 2023, for Work Order# 26263. She followed up with a phone call to the Resident and was told the ceiling was dry. If any further issues arise, please contact the Property Manager as soon as possible. 

  Regards,

  ***** **********

  Principal, Property Managment