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Business Profile

Home Builders

The NRP Group LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The NRP Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 57 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Facilities Issues
      Status:
      Unresolved
      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 into ******* at ******** ******* in September of last year. Before signing the lease I asked many questions regarding rules of the community. This included smoking, nuisance behavior, noise, and things of that nature. I was told for certain the smoking policy would be fully enforced. I was given a rulebook that was said to be fully enforced. The complex has gone downhill in the short time I have been here. You can't even take a walk in the evening due to the heavy smoke and strong smell of various drugs. There is excessive noise at times all hours of the night. The children fight each other, the adults fight each other. It's not safe for my children to go outside. The kids steal and vandalize property too. It's incredibly noisy. I was promised by the leasing agent this would not be the case. So I took the unit and moved in here from another complex that had issues but were substantially less worse than here.

      I also had another tenant try to break into my apartment within weeks of moving in. I filed a police report. The management gave the police 2 different explanations as to what he was doing. The kicker is I found out that they do not have cameras covering most of the property and they said they did. So I was lied to again.

      As a result I asked to transfer units citing obvious safety concerns. They said I'd have to request a reasonable accommodation to which they have not responded to this day for no legitimate reason. The kicker is another tenant informing me that they offered to move her to another unit without a reasonable accommodation for similar reasons so it's obvious there is some discrimination going on.

      I have maintenance requests that never got addressed since the day I moved in. My apartment flooded and the repair looks terrible. I have a wolf spider problem and they wouldn't send pest control. I am being forced out of my home due to poor management and the misrepresentation done before signing a lease here. I could've gone anywhere else.

      Business Response

      Date: 06/04/2025

      Hello! Thank you for bringing this to our attention. Our onsite team has been in contact with the resident and helped address the concerns outlined at ******* at ******** *******. 

      Customer Answer

      Date: 06/05/2025

      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.


      While yes, someone named Chris reached out to me regarding my grievance, there has not been any resolution on the issues mentioned. There have also been new issues I can't get management to even respond on regarding loud music coming from the townhomes across the street from me on a regular basis, including during quiet hours.

      Maintenance is still lacking, we continue to have trash all over the grounds and none of my maintenance requests have even been acknowledged from back in the fall.

      The issue of requiring one tenant to need a reasonable accommodation and preferential treatment of other tenant to not require one for the same request was also not addressed. And the provider continues to insist no one here has sent them anything or returned the phone call. 



      Regards,



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









       

    • Initial Complaint

      Date:02/24/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 am deeply disappointed with my experience at Lumen Apartments due to the lack of transparency surrounding additional charges applied to my final account balance. The charges only appeared after I requested an itemized invoice — a concerning detail, as the original invoice used to close out my account did not reflect these fees.

      The original document combined both paint and repair costs into a single total of $222.60. However, the newly provided itemized report now separates the repair costs, listing them as $150 for Sheetrock repair, while the combined total for paint and repairs remains at $222.60. This inconsistency raises serious questions about the legitimacy of the additional charges.

      What’s even more troubling is that the regional manager herself confirmed the necessary repairs only required tape and mud — a minor fix — yet I am still being charged $150 for Sheetrock repair. This fee appears to be a flat rate rather than a reflection of the actual work performed. During a phone conversation with the assistant property manager, she admitted the $150 charge wasn’t initially added because she knew “that’s what we [Lumen Apartments] charge,” further suggesting this is a standardized fee, not tied to the specific repairs needed.

      The itemized invoice was generated just one day after I requested it, which adds to my doubts about the accuracy and timing of these charges. Moreover, the current management team has failed to honor prior agreements made with the original team, who assured me I would not face penalties for mounting items, provided the space was left clean and livable — which it was.

      I’m frustrated by the lack of clarity and the sudden appearance of fees that contradict both the original estimate and previous assurances. I hope Lumen Apartments will address these discrepancies and work towards a fair resolution.

    • Initial Complaint

      Date:02/20/2025

      Type:Facilities Issues
      Status:
      Unanswered
      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 had a massive roach infestation for 3 years from a prior neighbor that vacated their unit and the roaches migrated to my unit…. After continual treatment and communication with ***** ********* Management , Field Managers, and contacting NRP directly , we finally came to an agreement to resolve the issue, That was to move with the agreement that agreement was : if I found a new residence within a week….. yeah a week…. That NRP would help with relocation costs… well I spent every dime I have on application fees and gas money, etc, and all my energy and much stress to find a new home within 4 days. Now that I am ready to move and after they have vowed to help with these relocation costs , NRP will not answer or return my calls, or emails and they have blocked me from emailing them. Now I am packed up to move, moving company scheduled, ready to sign lease to my new home they told me to go out to find, and ready to pay to secure deposit and first months rent, now NRP are not responding to me….. what am I suppose to do the new apartment manager cannot continue to hold my unit and waiting for payment.You cannot just block your customers when they are trying to resolve an issue that you agreed to make with me..

    • Initial Complaint

      Date:01/05/2025

      Type:Facilities Issues
      Status:
      Unanswered
      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.
      During a cold wave in the city of Cleveland, the temperature outside was below 30 degrees Fahrenheit and the apartment I was living in had significant difficulties maintaining heat at 70 degrees Fahrenheit. The temperature of the apartment was typically around 61 degrees Fahrenheit. The property was first made aware of the problem on January 3rd and the issue remains unfixed as of January 5

    • Initial Complaint

      Date:12/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Dear Better Business Bureau,

      I am filing a formal complaint against THE ****** AT ****** RIDGE APT for engaging in deceptive business practices that have resulted in a claimed debt of $47,139 being wrongfully assigned to me

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Main bedroom window is still shattered from the apartment shooting that did not involve me. This is becoming even more of a problem for me because it's affecting my standard living conditions! The outside weather is cold and my home is uncomfortably cold as well!
      Mind you, the shooting happened the Monday or Tuesday before thanksgiving, i thought the window would have been replaced by now. Today is December 10, 2024 and the window is still shattered. The glass from the window is still falling inside of my home! I’m using a lot of energy trying to keep my home warm enough for my children! I’ve put in maintenance requests, I’ve stopped by the front office, still nothing! The shattered window is not only a health concern, but also a safety hazard!

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      During the month of November, I advised my leasing agent or property manager, as he would like to be called to make him feel more in power that I was no longer interested in Residing at the property, he did multiple times of persuading me to transfer my unit as well as complementing me on the well roundness I was a tenant. Suddenly closer to the time I was moving out He gave me an invalid documentation with not the proper apartment number on it advising that I will be owing two months of rent due to termination, which is understandable, but the circumstances I was in as told to prior will exempt me from owing . However, I went through the process of trying to get his best professional advice on how to go about moving the remaining of my furniture that I no longer want it on Friday November the 22nd he said let’s follow up Monday November the 25 and which I did He was nowhere , I was unable to stay at the property and await his return from his lunch break so I came back the following day which is November 26 on a Tuesday @10am, I was automatically greeted by the maintenance man in a rush that I will owe $175 for not wrapping the couch which caught me by surprise because I was not made aware of the wrapping needs of the couch , which if they would’ve informed me even that day Tuesday I would’ve went to purchase some and did it myself. The leasing agent greet me with limited respect he didn’t give me the Courtesy to speak about my private business in side the office as normal or usually he stood by the door with his posture and attitude in a bad deemer.
      He said he wasn’t a leasing agent he was a property manager of the whole unit which the building has nothing but violence and strays also that Nrp group allows off the streets to vandalized not only people personal property like my car but also inside the building where I was living. Moral of it he threatened/ insulted me and it needs to be highly addressed all because the agenda is to withheld my security deposit.

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On Sunday night (9/1) at 11:30pm, while my partner (********) and I were in Columbus, OH with family, we were informed that our apartment had flooded due to a water leak in the apartment above us, ****. We were made aware of this by our friend who lives in Unit ****, who was experiencing flooding into her apartment as a consequence of ****'s leak and wanted us to be aware of the issue. We rent in unit ****.

      We later learned that the flooding had been going on for several hours by the point that we were made aware of the issue from our friend, and that maintenance had already entered our apartment to address the issue. At no point in the afternoon or evening of September 1st did we ever get a call from the Artisan/NRP group personnel to alert us to the issue. In fact, we had to call the front desk at 11:30pm and speak to a contracted security guard to get ANY information regarding the incident in our apartment. Because we found out about the incident after the fact from a neighbor and not from Artisan personnel immediately when the incident occurred, we had to drive up from Columbus well after midnight to come and assess the damages.
      The fact that NOBODY CALLED US DURING THE INCIDENT is unacceptable. Not only would that call have saved us from a dangerous midnight drive, it could have also allowed us to salvage more of our belongings. In addition, it could have allowed us to COORDINATE with maintenance such that they could take real-time photos of the flooding for us to provide to our insurance. This should be STANDARD PROTOCOL FOR ANY RESIDENCE BUILDING, instead, we are now too late to save some of our items and underprepared to begin the claims process.
      In the aftermath, no certified home inspector has come to the property to assess the safety of the unit despite 3 requests. Consequently, on Sunday 9/8, an outlet in the hardwood floor exposed to water started smoking and sparking. We called emergency maintenance and for another inspection, neither has occurred.

    • Initial Complaint

      Date:09/03/2024

      Type:Product Issues
      Status:
      Unanswered
      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 unit at Serenza Ocoee and after a few days, I received one email saying if I don't sign the contract immediately, my application would be cancelled.

      I explained to Ms. Molly ******** that we still don't have an answer, because my company could be transferring me to another city.

      She said me she will cancel the application because she can't hold the unit anymore, and I said, ok, I understand you.

      Off course if she canceled the application by herself, I am expecting to have my full application money back, even because the exact unit that I applied for is still there vacant until today. (pic. att. with today's date)

      This way I want my full $450.00 dollars paid for the application refund.

    • Initial Complaint

      Date:08/27/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 asked Jenn if there was a minimum credit score, she told me they don't go based on credit score but SafeRent score. I paid money to be denied for my credit score, this is an unethical and deceptive business practice.

    The NRP Group LLC is NOT a BBB Accredited Business.

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