Complaints

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

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  The NRP Group LLC

  1228 Euclid Ave Fl 4 Cleveland, OH 44115-1834

• 

  The NRP Group LLC

  5115 Broadway Avenue Newburgh Heights, OH 44127

• 

  The NRP Group LLC

  2000 Denison Avenue Cleveland, OH 44109

• 

  The NRP Group LLC

  2605 N. Bend Road Ashtabula, OH 44004

• 

  The NRP Group LLC

  5309 Transportation Blvd Cleveland, OH 44125-5333

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:07/14/2023

  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 moved out of Sienna Pointe apartments in San Marcos on May 30,2023 and moved to Florida. I paid reletting fee and prorated amount till June 3. I have looking for a place of residents in key west and when I finally found one I had a $ 328 amount sent to collections on June 30. Called apartment and was told it was for carpet replacement, deep cleaning and left over utilities. I called to the regional manager and was informed that they can send to collections at any time. The date Sienna Pointe sent a mailed letter to me was on 6/21/23. Also once you are no longer a resident you can't access the portal to pay any left over utilities. We called in the middle of June to see if they had received our key and gate card that we mail certified and were never called back. This new derogatory collection on my credit report has caused the loss of a chance for permanent residency for me and my sons and I am not able to apply anywhere else with it on my credit. The chances for me and my children to be homeless is a real possibility because of this. Can they send to collections 9 days after sending me a statement by mail?

  Business Response

  Date: 07/25/2023

  Thank you for bringing this to our attention. Our management team has connected with the former resident and have been in contact as they gather additional information on the charges to resolve together.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 moved into Woodmont Apartments on March 8,2023 & have never had a working AC in addition to numerous repairs being done. It’s over 90° in my house everyday. I’ve reached out several times to the corporate office to assist with getting my AC fixed and have yet to hear back from them. They just keep instructing the on property management to send the maintenance man but it’s not getting fixed. They sent a “regional maintenance man” to come fix it and all he did was close 2 vents and tell us to buy curtains. AC still wasn’t fixed. At the very least, as residents we should be able to reach someone in the corporate office. I also contacted corporate about a concession or credit in my rent for being in an unlivable apartment for 4 months and nothing. The maintenance men have made numerous copies of my house key because they “lost them”, there were dead bugs all around my apartment when I moved in, broken appliances, the kitchen was flooded on the day I moved in. Overall a very unprofessional, unorganized and apathetic staff here at Woodmont Apartments/The NRP Group. This company is not doing their due diligence and they don’t care about their residents. Definitely wouldn’t suggest moving here!

• Initial Complaint

  Date:06/30/2023

  Type:Product 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.

  Hello my name is ****** *********** and I'm been having issues trying to get my refund back for a deposit for leasing a apartment unit for $ 793.00 I have been speaking with NRP group about this issue sent complaint to corporate office for NRP in San Antonio Texas and Ohio main coporate office been in person keep getting advised some one will contact you spoken to regional manger still getting the run around please review my statement attached to his complaint for more Infor
  I need to get my refund back as soon as possible I have turned the keys and I'm being told the refund was going to be escalated it has not been escalated 30 days is too long to receive a refund please help me resolve getting my refund back as soon as possible for $793.00 please

  Business Response

  Date: 07/18/2023

  Hello! Thank you for bringing this to our attention. According to our records, a check has been cut at the end of June, but takes up to two weeks to reach the individual if the address has remained the same.

• Initial Complaint

  Date:06/28/2023

  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 applied at Woodmont Apartments back in August of 2019. I submitted an application but did NOT go through with the signing of a lease due to financial obligations. I never scheduled or signed for a move in date. A deposit was never paid for me to reserve an apartment. In 2023 Woodmont created a FALSE credit report where they asked for reimbursement for a lease that was never LEGALLY OBTAINED. This is a fraudulent charge

  Business Response

  Date: 07/12/2023

  Hello. Thank you for bringing this to our attention. We have contacted our management team and reviewed the tenant's account ledger and our records indicate the tenant did occupy the unit from September 2019 to December 2022.

  Customer Answer

  Date: 07/12/2023

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

• Initial Complaint

  Date:06/26/2023

  Type:Product 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 this address I move out April 6, 2023 I made several attempts to contact them about my deposit as well as my money back for over payment of my rent the reception stated to me they was going to give me a call back but I have not received yet the apartment I lived in they already have it available for someone to move in but they have not yet give me back my Deposit.

  Business Response

  Date: 06/27/2023

  Hello! Can we request this customer provides the name of the apartment complex she is contacting so we can get in touch with the appropriate people to handle. 

• Initial Complaint

  Date:05/31/2023

  Type:Product 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 been a tenant at The Bridge at Harris Ridge Apartments since November of 2022. Around February-April I started spotting small cockroaches throughout different places in my apartment. Again, having to constantly make pest control requests with no sense of urgency the cockroach issue increased SEVERELY over time. I've made several attempts to have pest control spray my entire apartment to completely eliminate the issue, just to only have the areas maintenance deemed to be the best places to treat, leaving other areas untreated on purpose. On April 30th around 11pm I returned to my home after being out of town for a few days, to find that the apartment directly across from my unit had A MAJOR cockroach infestation and maintenance not only went so far as to NOT notify myself and the other tenants on my floor of the issue, but to leave the front door to the infested unit open without a door knob and deadbolt lock pad, causing the massive infestation to exit the unit and enter the units surrounding it, and given the fact that my unit is directly across the hall from it, the issue has been the worst for my home. I have to constantly kill roaches upon entering and exiting my apartment, in addition to having to kill them all throughout the inside of my apartment. I have multiple health conditions, one being Asthma and a cockroach infestation/problem can have extremely dire consequences on my health. Kimberly scheduled me for an Actisol Treatment on 05/17/2023, without a specific appointment time. I was told that, "they should" come sometime during their business hours. I took time off from work to stay home ALL DAY and wait for them to arrive, which they NEVER did. I called the office MULTIPLE times the next day, just to be told that they saw pest control was on the property at 2:30pm, treated SOME apartments, INCLUDING the infested unit across the hall from mine, but didn't knock on my door or even contact anyone in the leasing office.

  Business Response

  Date: 05/31/2023

  Thanks for bringing this to our attention. Our onsite property management team have the services scheduled on June 2nd to address the issue in the unit. 

  Customer Answer

  Date: 05/31/2023

  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.
  
  
  In addition to being scheduled for pest control treatment on June 2nd, I’d like to be scheduled immediately for a 2nd treatment 1-2 weeks following treatment on June 2nd. I’d also like to be reimbursed a minimum of $1000 to cover the amount of money that I’ve had to spend eating out everyday of the week, due to not being able to cook/eat in my apartment for several months. If being reimbursed for the amount of $1000 is not an feasible option, I’d like to be reimbursed a total of 2 months rent for February and April, and to also have my rent reduced by half for the month of May. Again, due to the negligence of the property that caused the issue I’m having, thus not being able to live in a safe and sanitary apartment as a person with MULTIPLE life threatening health conditions.
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:05/08/2023

  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.

  NRP Group has the worst customer service ever in history!!!! They have no type of courtesy whatsoever! I use to live on one of their properties on Fort Worth Texas in 2019. I no longer reside at the property. I am having a IRS matter I’m having to deal with and they are requesting a lease from 2019. No big deal right?? I initially reached out to the complex office of where I used to live, they said they were not able to help because it was to far back to access my files I would need to contact corporate. For a month straight I have Been trying to get someone to call me back to get a copy of my lease! I’ve called over 30 times and left several messages to several people and still no response! I have emailed the contact info on their website and nothing! It so ridiculous that I have to go through so much just to get a copy of a lease!!! I’m so aggravated and frustrated and I am truly disheartened at how I was treated. Stayed at their property for 7 years, good tenant and never late in rent or anything. Just wow !

  Business Response

  Date: 05/09/2023

  Hello! Thank you for bringing this to our attention. Can the individual let us know the name of the property where they resided? Once we receive this information, we can help bring the issue to the correct leadership. Thank you!

  Customer Answer

  Date: 05/09/2023

  The name of the property is Woodmont located in Fort Worth Texas. Apt ***. I have attempted to reach out to the regional managers and all I got was voicemail for weeks. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  

  Business Response

  Date: 06/09/2023

  Hello! Thank you for bringing this to our attention. We have reached out to the corresponding leadership who have offered to provide a letter and ledger with the information needed. 

  Customer Answer

  Date: 06/20/2023

  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.
  
  
  
  
  

  #******** Complaint ID  ****** ***** Hello I have not received any communication from the The NRP group and they have not resolved my complaint. Is there no other way to reach them? I’ve tried calling the corporate office dozens of times, left dozens of messages and still nothing. Any advice would be appreciated. Thank you very much. 

  
  

  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 07/25/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Thank you for reaching out. Due to a malware cyber attack experienced by The NRP Group in 2019, records from 2019 and prior years have been unable to be recovered. We are happy to provide a ledger and letter signed by our corporate representatives explaining this situation and verifying ****** *****’ residency at Woodmont Apartments.
  
   

  Customer Answer

  Date: 07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.  If you could email this to me that would be greatly appreciated. My email is [email protected]. Or if it needs to be sent by mail let me know and I’ll get that info to you. Thanks 
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  

• Initial Complaint

  Date:04/30/2023

  Type:Product 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 applied for the Stella in San Antonio, and was denied almost immediately. This is not what I am upset about, I am upset because they never told me why even though their policy said they would. I have also emailed them multiple times as well as called them and left a message with my name and number so that they could return my message and they never did. I want to know why I was denied or at the very least return my money to me for the application processing as they clearly can not even handle the phones during their normal business hours.

  Business Response

  Date: 05/08/2023

  Hello! Our onsite team has looked into this complaint. This applicant filled out her application online and was denied for not meeting criteria regarding criminal history. Please let us know if you have additional questions. 

• Initial Complaint

  Date:03/29/2023

  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.

  Good morning
  
  I’m ******* ****** from *** just recently moved into Woodmont Apartments, I’m noticing payments going up for rent , I have lease I paid rent & deposit on the 3/9, I’m noticing my actual prorated rent on lease agreement is 414.97 however I was charged 553.29 for rent my move in date originally was for 3/16 but unfortunately unit wasn’t ready til 3/20 & that’s only partially ready at the time , I’m noticing extra charges & extra money given that’s not apart of lease agreement, I have reached out multiple times since moving in , I will not pay anything outside-of agreement, I have paid more than enough for a half done unit ……It’s would be nice to hear back

  Business Response

  Date: 03/31/2023

  Hello! We have contacted our corresponding property management team and they have adjusted the ledger to reflect the proper prorated rent. Additionally, the team has been notified of the maintenance needs in the apartment and has reached out. Thank you.

• Initial Complaint

  Date:01/24/2023

  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.

  This Business is claiming that I broke my lease ahead of time, when in fact I did no such thing. I signed documents in their office within the 60-day advance notice before lease was up. Now they are claiming I never signed anything and that they were not aware of my plans in motion to vacant the apartment. Therefore, they are charging me another month's rent and if not paid it will affect my credit score. Yet December 2022 was as instructed by them my last month's rent since I was to move out by December 31. Now they're charging me $990 for breaking my lease according to them and when i called to dispute that charge, now I supposedly owe that for damages. Yet they kept my deposit. It was never given to me. So, I don't understand why I still have to pay them. Every time I would say something correcting the situation, they would claim something else was found to be damaged with the apartment. I just do not find it fair to pay this when I did everything as they instructed me to do. I seriously feel like I am being rob out of my money.

  Business Response

  Date: 01/25/2023

  Hello! The NRP Group can help this resident. Please reply with the apartment community that this complaint references. The property management site team can reach out to this resident and help clarify these issues. Thank you!