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

  3335 W. 25th Street Cleveland, OH 44109

• 

  The NRP Group LLC

  18231 Euclid Avenue Cleveland, OH 44112

• 

  The NRP Group LLC

  11610 Madison Avenue Cleveland, OH 44102

• 

  The NRP Group, LLC

  276 Mill Rd Chelmsford, MA 01824

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:01/20/2023

  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.

  Platforms lofts has billed me for an unexplainable amount of money after moving out. I have tried multiple times to get an explanation of this bill and I am told someone will email me and I have yet to receive an email. I was not informed of this balance owed until I received a letter from a collection agency. Platform lofts have failed to properly address my concerns and explain why I would owe almost $2000.

  Business Response

  Date: 01/20/2023

  Hello! We have received the resident's complaint. The property management site team has been contacted and will be in communication with the resident shortly. Thank you!

• Initial Complaint

  Date:12/15/2022

  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 overcharged on my rent for December 1, 2022. Rent is due on the first day of each month, although my lease starts on the 18th of December. Therefore each year when December billing comes that month is prorated, the first 17 days of the month are billed at the previous years lease monthly rate, and the 18th till the end of the month is to be billed at the new leases monthly rate.
  They did not do that, they charged me the full month at the higher new lease rate, and overcharged me. I spoke in person with the manager here at the building and she has no clue what she is doing, and she refuses to refund the overcharge. I have called three times to the ********* office. They refuse to take my phone calls or return my phone messages. My last two phone messages were to Diane who continues to ignore me and not return my calls.

  Business Response

  Date: 12/16/2022

  Hello! The NRP Group has forwarded the complaint to the property management site team who can provide an update and make sure this complaint is resolved. Thank you. 

  Customer Answer

  Date: 12/21/2022

  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.]

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  Asa of today 12/21, the consumer has not been contacted by anyone from the company. The consumer is still seeking his refund for the overcharge of rent. 
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 12/21/2022

  The property management team has reached out to the resident to help clarify NRP's standard operating procedure. New lease terms were explained during move in dates when the resident signed the lease, according to the site team. Please reach out to the current community manager to give further explanation. Thank you!

• Initial Complaint

  Date:11/29/2022

  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 currently live in the ***** ****** apartment complex and I have tried for three months to get in touch with the manager I lost my child support assistance and I couldn’t afford my rent so I asked them if they would release me form my lease since my lease was up on September 23rd 2022 and I informed them of my situation on October 3rd 2022 and I also got awarded a assistance letter from the *** ******* Relocation Program and I gave the office a copy and emailed them one but they failed to seek the help for my back rent and they just didn’t do any and the assistance letter went out of date and then they refuse to send a rental verification form to my mothers complex so so me and my 5 children could live because I can no longer afford to pay my current rent until I start to receive pay for the job I just start on 11-18-2022

  Business Response

  Date: 12/14/2022

  Thank you very much for bringing this to our attention. We will contact our corresponding property management team.

• Initial Complaint

  Date:11/02/2022

  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.

  - Prorate for taking 3 weeks repairing my apartment that was unlivable due to an arson incident on the floor above me.
  
  - Mildew/ mode hasn’t been treated after 2 months of the incident.

  Business Response

  Date: 11/14/2022

  Thank you very much for bringing this to our attention. We have contacted our corresponding property management team and will be in contact.

  Customer Answer

  Date: 11/15/2022

  [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. 

  I am looking to get prorate of rent for being in a health risk environment, risk for my safety and for the time off I was without a home due to my repairs that weren't completely done. 

  I am looking to get my door fixed that was damaged due to force of entry because it is a risk for my safety.

  attached are files of proof of my damages that took a month to get repaired. 

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

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  I moved out of my apartment #**** at ****** *** Apartments, Cibolo, TX on August 14, 2022. I was advised by Reno ****** that my apartment was the cleanest he had ever seen. Received move out statement dated August 23, 2022. Contacted Reno (via phone ************) shortly thereafter to advise him that statement was incorrect as someone handwrote refund amount at bottom and the amount was incorrect. He agreed. Refund amount should have been $300 refund minus $73.00 in pending utilities which should have resulted in refund of $227.00 Refund given was $92.00 which you can see from statement that is $227 minus unreturned key fee of $135 which stated refund was $92.00. As you can see from statement, the keys were returned and an entry is listed reflecting that. Instead of letting the computer figure out refund someone manually computed the refund and handwrote an amount at the bottom which resulted in refund being given in the wrong amount. I am due an additional $135.00. ($300.00 minus utilities of $73.00 minus $92.00 refund already given which equals $135.00 due and owing). We have contacted Reno too many times to count since August in person and via phone. He has stated that they are going through a take over by another company and the refund is in the works. On my dad's last visit to him he demanded a phone number for his supervisor. We have contacted Shannon ******** from NRP Group via email and phone ************** several times with no response. This is now going on two months and no resolution is in sight. Can someone please help me get my apartment refund back. I am a single parent and I need this money. The amount of time I have spent dealing with this issue is ridiculous. There is a simple and easy solution - just refund me my money that Reno has agreed is the correct amount of refund due and owing.

  Business Response

  Date: 10/20/2022

  Thank you for reaching out. We are communicating with the corresponding management team to address the concerns.

• Initial Complaint

  Date:10/09/2022

  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.

  Hi my name is ******* ***** i applied for a rental online through rent cafe and paid an application fee of $48.00 the name of the management office is ******** **** homes in Columbus Ohio I have tried contacting the leasing office multiple times but no one has returned my calls or emails and all I want to know is when someone could contact me or discuss more information about there homes if they continue to not to communicate with me I would like a refund thanks

  Business Response

  Date: 10/20/2022

  Hello! Thank you for reaching out. We will communicating with the corresponding onsite teams for follow-ups. Thank you!

• Initial Complaint

  Date:10/06/2022

  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 moved into The Veranda Apartments in Denton, TX in mid-August of this year and immediately began having issues. Upon first walk-through with the leasing staff, I pointed out several things that were dirty (i.e. previous tenant's hair on closet rack or painted over and VISIBLY dirty floor) and requested these be fixed before I physically moved in. While physically moving in, I noticed that none of the changes had been made but did not want to prolong my movers. As I was unpacking, I came across a multitude of roaches both dead and alive. I immediately turned in my move-in inspection and was put on the pest control list. The pest control worker came out and told me "a dead roach is better than a live one."
  
  Since then, I have repeatedly called the office due to roaches in my kitchen and I have killed more in these last 4 weeks than in 4 years previously. They did an inspection of the surrounding units and discovered another resident was the source but "can't control how other people live." They have treated this apartment, causing an influx into my own but once the treatments stop I'm sure it is only a matter of time before they come back.
  
  I called the regional manager at the NRP Group and left several messages and emails over the last week and have received no response. I tried to get in touch with the manager above her with the same outcome. WORST EXPERIENCE EVER.

  Business Response

  Date: 10/07/2022

  Thank you for bringing this to our attention. We have received this complain and are contacting the management team directly for a response on this issue. 

• Initial Complaint

  Date:08/16/2022

  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.

  I am an elderly woman, I have copd I currently get government assistance to help pay my rent. I had been experiencing breathing difficulties due to the black mold in the apartment. My doctors have contacted the apartment mangers encouraging the apartment manager to either move me to a clean apartment or release me from my lease so that I can find a safe clean place to live. They have declined me continuously. I am now living with my son while I continue to pay rent at a place I cannot stay in, I have lost all of my belongings due to the mold and now I have other health issues which threatens me life. I just would like to be released from the lease so that I can find me a comfortable clean place while I undergo my treatment.

  Business Response

  Date: 08/17/2022

  Hello! We have already forwarded this complaint to the corresponding property management team who can assist in finding an answer for this resident. We appreciate your patience, and we will make sure to send over a prompt response. Thank you!

  Business Response

  Date: 08/31/2022

  Hi Kristie,

   

  I wanted to provide an update regarding this BBB complaint. We received an update from our property management team at Costa Biscaya.

   

  The property management facilities team took immediate action and inspected the resident’s unit on August 17, 2022, which showed no sign of any water leak or damage. Opportunity Home San Antonio also completed their annual inspection and passed it. Records of pictures and a video show the apartment unit in clean and in good condition. Please contact the team for further questions.

   

  Thank you!

   

  Jiselle ********* Content Marketing Specialist The NRP Group 1228 Euclid Ave. 4thFloor Cleveland, OH 44115 Phone: ************ www.NRPGroup.com

  
  

• Initial Complaint

  Date:08/09/2022

  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.

  My husband and I moved from out of state to this apartment with the promise of safety and security. A few weeks after we moved in our car and other cars got broken into. We went to the office to tell the manager Josh and he said that’s how it is and they will never catch them. We were left without A/C for 2 days in 90 degree weather. They didn’t apologize or seem to care at all. We had homeless people sleeping in the hallway. The gates on the garage were always broken or down. We had our car broken into 2 more times. They never did anything to really solve the issue. They said they hired security and no one ever saw them in the garage. There is mice in the hallways. They don’t care about their residents. We decided to move out and end our lease. After we moved out they shut down our access to the online portal so we couldn’t make our last payment for the early term cancellation. I called and left a voicemail 3 different times trying to pay and sent emails back in June and July. I emailed Gina about the fee of $300 they added to the bill after we were told everything looks great on the walk through. We have called 3 times this week to get the new manager and we were given a different name with no call back. We finally called again today and got the new manager Patty who was extremely rude. Blamed us for not making payment and she wasn’t even there to know what we experienced. I called corporate NRP group to talk to Shannon they didn’t answer. I tried to leave a Google review and they had it removed. I filed a consumer complaint with the Texas Attorney General. I don’t know what to do but this is landlord abuse against tenants. It’s manipulative and gaslighting behavior. We always paid our rent and let them know when things were broken. For them to treat us so horrible because of legitimate complaints is down right abusive retaliation behavior. I was told I should’ve got a lot of it in writing because there is no proof without it. Dog park never cleaned either.

  Business Response

  Date: 08/12/2022

  Hello! We have confirmed that the resident has spoken with our corresponding Regional Manager to establish a payment solution. Please let us know if there's anything further we can connect with the team on to help resolve. 

  Customer Answer

  Date: 08/12/2022

  [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 17691652, and find that this resolution is satisfactory to me.  They admitted to in the final email that they send to tell you the final bill that there  was no instructions on how to make the final payment once your portal shuts down after move out. They will be updating their paperwork to hopefully avoid this in the future. All of the issues at the property are still the same but Shannon at corporate is very helpful. They are pulling my file from collections so it will not show on my credit. 
  
  
  
  Regards,
  
  
  ********** *******
  
  
  
  
  

• Initial Complaint

  Date:07/29/2022

  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 are a resident of Flats at East Bank Apartments. We notified the property management company, The NRP Group, 60 days in advance that we were going to sign a short term lease of 5 months based on the pricing we were given (please see the attachment with the short term pricing we were given).. As you can see on May 3rd, 2022 we were told that the month to month price was $ 3,850.
  We chose to sign a 5 month lease. I inquired as the lease renewal had not been uploaded in our resident portal. I was told it would be uploaded by June 5th. It wasn't. We did not receive it until 7/14/2022 the date the current lease ended. After reviewing it there were several mistakes so I sent an email with the corrections that needed to be made. Some were made but the prorated amount of rent due upon the lease renewal was incorrect.
  
  We were billed $ 2,700 for July by NRP Group which we paid (the rent and parking amount of the first lease.) For the lease renewal that was to take effect 7/15/2022, it shows we owe $ 1,358.81 in prorated rent and [parking for July. Because we already paid $ 2,700 rent and parking for July, we only owed the difference in rent and parking for half of July:
  
  Paid $ 2,700 July rent
  Increase in rent $233.00 a month for lease renewal
  $ 100.00 increase in parking
  TOTAL $ 333.00 This lease renewal was to start on 7/15/*2022 so we owe half of the rent and parking increase for the lease renewal for July.
  
  Our lease renewal shows we owe $ 1,358.81 for prorated rent for July but this is not correct.
  
  As you can see in the emails attached below, we were threatened today that we either sign the lease renewal that shows an incorrect amount due that is expected to paid upon us signing or we will be put on month to month for $ 4,711.00 Again, when we inquired about the month to month pricing it was $ 3,850 when we were given pricing (please see attached.
  
  We should not be threated to sign a lease that is not correct.

  Business Response

  Date: 07/29/2022

  Hello! We are forwarding this complaint to the property management team who can provide an update on its leasing policy as soon as possible. We appreciate you reaching out, and we hope to continue this conversation. Thank you!