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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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The NRP Group LLC has 100 locations, listed below.

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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 status

    Complaint type

    • Initial Complaint

      Date:12/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 rented an apartment at The Starlings sight unseen other than their website. My lease started on 10/31/2023 but, I didn’t move in until November 11, 2023. Prior to moving in, I explained that I had a disability and requested grab bars in the bathroom. When, I picked up my keys at move in the Real Estate Agent that gave me my keys saw that I was using a walker to assist me. She failed to ask me if I needed an accommodation or follow up with my former request. After moving in I requested an accommodation in the bathroom. This was in November. I was told by an agent that “they usually tell old people that the bathtubs are deep and they go somewhere else to rent”. I explained to her that she was discriminating against a person because of age and/or disability. I continued to call the office and after no follow up, I sent an email. I called again and was told by an agent that she needed information from my doctors office to decide if I needed an accommodation. I pointed out to her that my sources of income given to her was from The Social Security Disability Administration. Finally, I called back and spoke to Colin ********. I explained to him that I had fallen in the bathroom several times. The last time I tried to enter the shower I slipped and hit the side of the tub, resulting in a large purple/black bruise and pain. He gave me the forms to fill out. My request was approved on December 11, 2023. As of date, nothing has been done. I am paying over$1,700 a month but have a bathroom that doesn’t work with my disability. I cannot use the tub/shower because of the height of the tub and there are no grab bars. While I use the commode I have to grip the tub on my right and the bathroom sink on my left. The commode is so low and causes me extreme pain to bend my knees to sit down and to pull myself up. I have to take sponge baths in the sink.

      Business Response

      Date: 01/04/2024

      Hello! We appreciate you bringing this to our attention. We have contacted our leadership and the team is working to have someone onsite to complete your request as soon as possible. 

    • Initial Complaint

      Date:12/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Gates- My kid goes to elementary school at ******* *******. The schools bus stop is at the back gate. The back gate was only open once since I moved in. I went to the office and asked if there was a way to open it so my kid doesn’t have to walk on the Main Street to walk all the way around to the apartment complex. When he could just walk through the gate. They said no because some lady complained about the gate being open. But that’s dumb the front gate is always open. It’s only been working 1 month since I’ve been living here for 6 months. The front gate has been broken for months now. There’s no security when it come to living here because the gates always broke.which lead to someone walking on the premises and they broke into my car stole my things. Broke my window. I’m not mad at that though. Which is fine it’s low income but if the front gate is gonna be left open they back gate should be to. Or both the gates need to be fixed.How does 1 lady dictate the gate when we all pay rent.

      Business Response

      Date: 12/11/2023

      Thank you for reaching out. We have reviewed your feedback and discussed with our manager and wanted to clarify a few of your concerns. Unfortunately, the gate referenced in the back is a designated fire gate that can only be accessed by the fire department. It was unlocked only for a brief construction period and authorized by *****. We are working diligently to address the issues with the front gate caused by an unexpected accident. Currently, the property has a Standing and Mobile patrol daily for security. Thank you,

    • Initial Complaint

      Date:11/06/2023

      Type:Product Issues
      Status:
      Answered
      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 made several attempts to speak with your regional manager Ashley regarding an apartment that was approved to move into 10/17/23 . There has been no return call. I have waited on refund since 10/20/23 and have been avoided .
      Upon speaking with the manger Collin he advised that the checks are cut on Thursdays . We waited Thursday came and he advised that the check would be cut on the 1st and he requested it to be overnighted .
      I called Friday and Saturday and was advised that the mail carrier had run and manger Collin would be in Monday .
      Today is Monday now we’re being advised he’s still on vacation .
      This company is by far the most unprofessional company I’ve ever dealt with . I still do not have my refund from an unturned apartment

      Sent from my iPhone

      Business Response

      Date: 11/15/2023

      Hello! Thank you for  bringing this to our attention. We have reached out to our leadership and will provide an update once we have more information.

      Business Response

      Date: 11/20/2023

      Thank you for bringing this to our attention. Our Regional Vice President has spoken to the resident and have confirmed a refund check has been issued on 11/17/2023. 

    • Initial Complaint

      Date:11/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 resided in my apartment unit for four years now. I have a major concern on the outstanding amount on my billing statement
      I recieved monthly statements indicating that I had credit on file and I didn't owe anything until now. This billing statement is incorrect by charging the tenant $55 for rent. I am not responsible for any rental charges as of May 2023 till May 2024.
      Sa housing Contract states that they arepaying 100% monthly for my rent which we both have records of

      Business Response

      Date: 11/15/2023

      Hello! Thank you for bringing this to our attention. The ledger has been adjusted by our Regional Property Manager to reflect an accurate balance.

    • Initial Complaint

      Date:09/14/2023

      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.
      Definitely still waiting to see if I will ever receive a reply to my multiple emails concerning The NRP Group LLC property, Emerald Village's previous unlawful practices. In 2018, the front office started putting eviction notices on the doors of tenants as a scare tactic to force them into the office and rush compliance processes when it was the office who was actually late.

      This practice was admitted and confirmed by the Regional and National offices when I brought it to the light. When they admitted it, they said that the notices were not real. A constable visit later, they were unaware of how serious their actions were. The promise was that they were clearing our names after profuse apologies from multiple NRP Group office. I just found that my husband's name still shows this fraudulent eviction on his record.

      We are parents, homeowners, Veterans, business people, and government workers who have zero negative things in our backgrounds. I have yet to receive a reply to any email to risk management, facebook messenger, or any phone calls. I guess that's fine. I pray nothing even similar happens to anyone else.

      I want to be clear that veterans are a protected class and I have contacted the Texas Attorney General, Mayor Ron Nirenberg, Mayor Justin M. Bibb, Ohio Attorney General Dave Yost, Lackland Air Force Base, Texas, Randolph Air Force Base, Texas, Fort Sam Houston military base, the Federal Trade Commission, Veterans Treatment Court, Bexar County, Texas, KENS 5 Studio, and WKYC Channel 3 - Cleveland. This is reasonable because no one ever tried to connect with me. I have screen shots of all of our interactions and NRP just has not attempted to resolve this matter.

    • Initial Complaint

      Date:09/14/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Sterlingshire apartments managed by the Nrp group reported me to collections for a debt I don’t owe my lease was over I turned in my keys to miss Peggy she stated my apartment was left in immaculate condition and stated I would receive my deposit in 2 weeks. I became hospitalized and didn’t receive my deposit. I reached out to corporate to see why I hadn’t recieved my deposit and was told that due to hurricane Harvey happening that they were dealing with residents in New Orleans and that someone would reach out to me in which that never happened and 2 months later I received a collection notice without verification of why I was being charged $1321

      Removing the debt and providing documentation that it has been removed from my credit report. Section 1692k in Title 15 of the U.S. Code This section of the FDCPA allows people to sue third-party debt collectors who violated the law. Section 1692l in Title 15 of the U.S. Code This section of the FDCPA allows the Federal Trade Commission to enforce federal debt collection laws.

      Business Response

      Date: 09/26/2023

      Thank  you very much for bringing this to our attention. Our team has looked into Ms. ******'s file, and will be correcting the error and issuing a refund. The former resident will be contacted by the company to provide the best mailing address.

    • Initial Complaint

      Date:09/13/2023

      Type:Product Issues
      Status:
      Resolved
      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 supposed to been issued a refund of $100 in May 2023 and I keep getting the runaround. I updated my address and they still sent it to the wrong house. Supposedly I just want my money.

      Business Response

      Date: 09/25/2023

      Hello! Thank you for contacting us. A check to the most updated address has been mailed. 

      Customer Answer

      Date: 09/26/2023

      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.

      I have not received a check , when and where was it mailed to


      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



      Regards,



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









       

      Customer Answer

      Date: 10/05/2023




      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. 

      Yes the check was finally received thank you 





      Regards,



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




    • Initial Complaint

      Date:08/28/2023

      Type:Billing Issues
      Status:
      Answered
      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 in the townhouse and frankly had a great experience till I decided to move out as I rented a larger home. On Friday, June 16th I did my final walk through with the Manager where she stated everything looked great and there would be no fees. Note: I had a professional cleaning service clean the house a few days prior.

      On August 17th, I received an email from a collections that I owe $662.73. When I called the collector said it was for repairs, cleaning service, garbage fees and fines. I refuted all of that as I did not receive any notifications. I called Brisa two times that week with no response. I then stopped in 2 times to speak to the manager. The 1st time, I was told there was an accounting error and it would be resolved within a week. The 2nd time, I was told the manager would contact me with details to discuss. No follow-up either time. The frustration is this is impacting my credit score as I'm purchasing a car. I have spoken to several others who moved out around the same time and they experienced the same issue.

      Business Response

      Date: 09/05/2023

      Hello! Thank you for bringing this to our attention. Upon reviewing Mr. *******'s account, we noticed a fee was incorrectly charged. For the
      inconvenience, all remaining move-out charges including final pest, final
      trash, and late fee have been removed. There is now a $00.00 balance on the account. Thank you. 

    • Initial Complaint

      Date:08/17/2023

      Type:Product Issues
      Status:
      Answered
      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 is the management company of my old apartment building. They illegally charged me over the amount I owed and kept my security deposit. I am an attorney and emailed them a legal letter in response that the charges were illegal and they never responded and months later sent it to collections. They also never sent me a written copy of the fees owed. My family and I spent the entire day cleaning and they tried to charge us for things like needing the walls repainted because they were not completely white, after we lived there for 2.5 years. I have tried to call them and ask to talk with them and they do not respond. I do not believe I owe anything to this company and I would like them to make my account balance $0 and my security deposit back.
      In addition, I am not the only person on the lease, and the bill should not have been only under my name.

      Business Response

      Date: 09/12/2023

      RECEIVED VIA EMAIL BY BBB STAFF MEMBER:


      “Hello! Thank you for bringing this to our attention. According to our files, this matter has been resolved through collections and is closed.”

       

      Thank you,

       

      **** ****

      Customer Answer

      Date: 09/12/2023

      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.

      From my understanding, this issue was sent to collections and there was an amount owed to them of over $500. I reached out to them and told them I wished to pursue litigation/making a complaint on BBB. They have not responded saying anything, but I do see it is off of my credit report, and I assumed it was because they are not supposed to report it while it is being litigated. The collections agency is difficult to contact and as never provided me with an account number so I cannot call them because it is required to get to an agent. I wanted to pursue this route before litigation, but I do believe I need a response from NRP Group saying that the amount is no longer owed to them for my records to provide to collections for them to not pursue it in the future. I do request this, as I do believe these charges are not legal. From the information I have, this is still an unresolved issue, and if the NRP group has different information, if they can please provide records so I can have them.






      Regards,



      ******* ****









       

    • Initial Complaint

      Date:08/02/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 one of the company’s properties the first day the application went live. I had been waiting for months for the place to start accepting applications. They delayed the application going live 3 times. During the duration of this time I kept in contact with the property manager Kari. She assured me the application will up and that the delay was because of construction. Fast forward to June 14th finally went live, I applied immediately. I had a hard time with the background check process and contacted Kari once more for assistance. She promptly responded to my email to assistance and said everything was squared away. I went on the web a couple times to check my status and everything seemed to be fine up until July 4th when I checked the website. The website read that my application was cancelled June 27th. I immediately contacted Kari and informed her what was going on. Kari proceeded to tell me she tried to contact me but when I questioned what was the form of contact and what was needed she could not tell me. She then took my name and number and told me one of the higher ups would contact me soon. I waited a week before I called the corporate office, when I called they transferred me to her supervisor. I left a message for the supervisor and as of today Aug. 2nd I haven’t heard back from anyone. This is not right.

      Business Response

      Date: 08/15/2023

      Hello! Thank you for reaching out. Based on prior rental history with The NRP Group, we are unable to move forward in application process for The Davis. 

      Customer Answer

      Date: 08/15/2023

      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 been with the NRPA GROUP for over 3 years, this is the first I’m hearing of any violations. I also just received a letter for charges dating back to when I moved after 3 YEARS now I have pass charges and I violated. If I violated lease agreements why I haven’t I gotten this in writing before now?? Why was I able to stay 3 years?? For your reference, details of the offer I reviewed appear below.




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



      Regards,



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









       

    The NRP Group LLC is NOT a BBB Accredited Business.

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