Complaints

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

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  The Connor Group, LLC

  10510 Springboro Pk. Miamisburg, OH 45342

  
• 

  River Oaks

  2299 River Oaks Dr Columbus, OH 43228

• 

  1660 Peachtree

  1660 Peachtree St NW Atlanta, GA 30309

• 

  1660 Peachtree

  Atlanta, GA 30329

• 

  1660 Peachtree

  1660 Peachtree St NW Atlanta, GA 30309

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:06/25/2025

  Type:Product 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.

  As of today 81 days 55 that are business waiting on my deposit, was told at 1st my deposit was put towards my last bill, which I paid, so they would do stop payment on their check and send it. After 30 days they told me it will be 30-45 days, nothing, after 60 they blame it accounting software my check will be FedEx, I’ll call with tracking number, no call, call office about tracking number, said was with someone and call you back, no call.

  

  Business Response

  Date: 07/07/2025

  The former resident was incorrectly charged twice on his final account statement. A correction was requested and sent back for processing. Once the charges were removed, his refund deposit was overnighted via FedEx and confirmed delivered. 

  Customer Answer

  Date: 07/07/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/24/2025

  Type:Product 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.

  I lived in the Highland Stations Apartments from July 2023 to April 14th, 2025. When I moved out, I completed a deep clean of my apartment and was given confirmation by the property manager that my security deposit would be refunded. It has been over two months since I have moved out, and I have not received my security deposit yet. I have been texting and speaking to the staff and property manager regularly, however it seems that over the last week that communication has fallen off and I am concerned that I will not get this money back.
  
  I was told on June 2nd that my deposit was approved to be released, but I did not receive confirmation that the cheque was mailed and have inquired several times via text message and phone calls. It has been over a month since then, and I still have not received my security deposit nor a confirmation as to when / if a cheque was mailed to me.
  
  I want my security deposit sent via priority / express mail my property. Be assured, that if I was told that I owed money when I was moving out, I would have paid on time and would have been penalized by TCG if I had not paid when required. Please contact me so that we can sort this out as soon as possible.

  Customer Answer

  Date: 06/30/2025

  This complaint can be closed. The full security deposit was refunded to me on 6/28/2025.

• Initial Complaint

  Date:06/20/2025

  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.

  We have been living at these apartments for about going on 2 years. There have been patterns of not fixing or getting things done at very late notice past health code violation.
  
  This time last month in May we had issues with raccoons in the attic. They have been hesitating on getting to problem fixed. As of today it will be about a month since they have resolved the issue. We had a health inspector come out, but gave the office a 10-15 days to fix the problem. This to me is not acceptable as lastnight July 19th, 2025 the raccoon attempted the enter our unit. This is a Major issue as it put me and my dogs at risk. We pay almost 2,000 a month and have never been late or withheld payment. We need help.

  

  Business Response

  Date: 06/30/2025

  On a
  recorded line on May 19, the resident stated they will not be renewing because they are
  buying a house. Since submitting their notice to vacate, resident has been escalating customer service items to get a rent concession and/or get out of their
  lease early. Please see the dates specifically outlined below by management.
  
  5/19 - Resident states they are not renewing because they were buying a house. 
  
  5/31 - Resident called office disgruntled about paying rent on portal. Regional manager told resident to not speak to associates in the leasing office with the derogatory tone they were applying.
  
  6/2 - Customer service meeting with resident and manager to address raccoons and duplicate charges on RBS portal.
  
  6/4 - Maintenance tech dispatched for work order. Resident asked for trap and was provided one same day from management. Resident refused access to apartment. 
  
  6/18 - Management picked up trap that resident had placed outside. 
  
  6/19 - Resident requested rent concession. Regional Manager reached out to let resident know Terminix has been contacted and they will have to allow access to the apartment. Management offered
  $1038 pro-rated rent to resident's early move out due to purchasing a
  home. 

  Customer Answer

  Date: 06/30/2025

  
  
  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. They have agreed to let us off the lease September 1st 2025. If they keep to there end we agree to discard this complaint as they requested. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:05/29/2025

  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 signed a lease 5/23/2024 for Apt 3 at **** ******** ** from the dates of 5/28/2024 until 6/7/2025. I was told I would pay $19188 in 12 monthly installments of $1599. After coming into the month of may, I had paid $19394.32. After contacting the leasing office over this error, they claimed that the $19188 would only pay for 12 months of the 12 months and 11 days during the term of my lease. Nowhere is this mentioned in the lease, and no mention of this was given during my signing of the lease.
  
  I contacted them many times through text and met with the office manager holly in early may, but wasn't given a clear answer until 5/28/2025 nearly a month after contacting them and a week and a half before my move out date. The other manager I met with on 5/28/2025 was not understanding and after accusing me of recording, said I could move out when I wanted and not pay for the dates past when I moved out. After that he refused to answer questions and rudely told me we were done discussing my issue, further remarking "All of this over $300" as I walked out in front of his colleague and a potential renter in their office.
  
  I would like the Connor Group to refund me the $206.32 extra I have already paid until now, and the $373.10 they are going to be charging me in June.

  

  Business Response

  Date: 06/04/2025

  The regional manager of the property explained to this resident that he
  needs to pay for each day he lives in the apartment per his lease agreement.
  The resident signed the application acknowledgement form that outlines that he
  understood his obligation to pay management rent owed and what his rent amount
  would be. Any scrivener error does not impact the enforceability of the
  agreement. 

• Initial Complaint

  Date:03/20/2025

  Type:Order 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.

  To Whom It May Concern,
  
  I am filing a complaint against the Conner Group regarding my recent experience with their leasing process. I applied for an apartment at one of their properties and expressed my intention to pay the lease upfront in full. However, I was informed by the property management that this was not an option and that I would be required to pay monthly and undergo a credit check.
  
  I am a business owner and consultant, and while my personal credit may reflect certain challenges due to business debts incurred during the COVID-19 pandemic—where I had to close offices in three states due to government-mandated shutdowns—my weekly income exceeds the total amount of the rent for an entire year. Despite this, the property management company has refused to accommodate my situation or even have the decision-maker contact me to discuss potential solutions.
  
  I am concerned that the company's rigid policies and lack of flexibility are discriminatory, particularly in light of the unique circumstances many businesses and individuals have faced due to the pandemic. I am currently consulting with the state attorney's office to determine if any laws have been violated in this process, or if there are broader implications for policies that potentially discriminate against those with financial means but adverse credit situations due to the pandemic.
  
  I am seeking a resolution to this matter and would appreciate your assistance in investigating this issue.

  

  Business Response

  Date: 04/02/2025

  This applicant was denied due by both onsite and upper management for multiple factors. His credit
  score was on the low end, owing multiple other apartment communities as well as
  had multiple utilities in collections. He did mention they were business leases but had no documentation to
  that fact to provide. He was unable to provide any landlord verification. When it came to payment, he would only provide one 1099 from 2024 and grew frustrated
  when asked for a second document or other information to better verify his
  pay since he is self-employed. 

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  the credit and income heck are to verify ability to pay i offered to pay the lease upfront. These is only one apartment community that is owed, and it was an apartment that was leased for staff. During covid we lost the staff and offices in Colorado Springs. A simple google search would let them know That the commercial lease is obviously a commercial lease because they only serve commercial real estate. The business claims i am unable to provide documentation however I was never asked to provide documentation. furthermore, I offered to provide documentation showing that they were business debts. Moreover, they claim I got upset when they asked for more documentation, I expressed the absurdity of asking for more documentation after I had already provided everything the agent asked for. I was having second thoughts about the apartment after reading about the demeaner of the staff from the reviews and the multiple complaints about the business on google. However, although reluctant i gave the staff the HR departments information to verify anything they need for Northwest a Company i do Consulting for and made a quarter million dollars income from last year alone and approaching the same already for this year. The staff told the HR department i would be moving in on Friday all they needed was a proof of income, the HR department sent me a congratulations email how they are excited i am moving into a community they used to live in. Causing me undo embarrassment if they were going to deny my application based on credit the income verification shouldn't have come into play let alone telling people I consult for my move in dates just to deny my application. 

  I believe the last statement made by the community to be slanderous defamation of character and they can be proven to be libel writings.

  I don't believe anything can compensate for the embarrassment caused by this establishment and that's why I plan to contact the state attorney office about discrimination as this is obviously not about the ability to pay. I offered upfront payment.
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/13/2025

  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.

  Gross negligence. Repeated maintenance requests canceled. Maintenance requested due to their staff flooding upstairs and have not returned to solve over 4 months which has lead to more ceiling damage with continued leaks.

  

  Business Response

  Date: 02/26/2025

  Regional Management has confirmed this has been resolved.

• Initial Complaint

  Date:02/06/2025

  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 am filing a formal complaint against The Connor Group, owner of Edison Apartments in Austin, Texas, for leasing misrepresentation, habitability violations, and failure to provide maintenance. Despite being advertised as a luxury community, the unit was not move-in ready and has multiple unresolved issues. Management has been unresponsive, dismissive, and escalated my lease termination request to their legal team instead of addressing these failures.
  Unit Was Not Move-In Ready
  Upon moving in on 1/18/2025, I immediately discovered serious defects:
  
  Toilets did not flush (3 service requests before repair).
  Second bathroom now nonfunctional (does not fill or flush).
  Bathtub contained sediments, making it unsanitary for bathing.
  Extremely low water pressure in the sink and shower.
  Washer still does not fill with water (3 service requests).
  HVAC only works on one side, leaving one room freezing, the other too hot.
  Door code has never worked despite multiple requests for repair.
  Key fobs did not work, leaving me locked out of the complex, parking garage
  -Unbearable Noise & Poor Building Quality
  Thin walls & floors amplify noise—I hear phone alarms, guitars, conversations, and loud stomping.
  5. Requests for Resolution & Legal Action Taken
  Due to misrepresentation, unlivable conditions, and refusal to address tenant concerns, I have filed complaints with:
  ? Texas Attorney General
  ? Austin Tenants Council
  ? Local legal aid services
  Resolution Sought
  I request BBB assistance in facilitating a resolution, including:
  Immediate lease termination without penalty.
  A full refund of all move-in costs, including:
  Security deposit
  1st month rent/Jan pro-rated rent & Feb rent
  Administrative/application fees
  Reimbursement for moving expenses, as I must now find alternative housing.
  I have exhausted all efforts with on-site management, yet they continue to ignore, dismiss, and escalate rather than resolve these issues. I am seeking BBB intervention to hold The Connor Group accountable.

  

  Business Response

  Date: 03/18/2025

  Resident was shown exact apartment on tour. The manager walked the apartment 2 days prior to her initial move in date of Jan 17, 2025, and had maintenance touch up paint outside of the front door, replace the Dwelo batteries,  and replace her closet light. Management was still in there when maintenance arrived and can confirm he completed the requests. The property manager entered using her dwelo hub (keyless entry) and made sure the keys we were issuing also worked. Management also went in the next day to finalize the apartment to ensure it was move in ready. The resident arrived on January 17^th to move in and requested that the staff move her in without payment because Capital One’s banking system was down, and she couldn’t access her funds. Management explained that move ins cannot take place without payment and tried to assist in finding alternative solutions. She got frustrated and stormed out.

  Here are some additional steps the management team has taken since she moved in:

  • Additional deep cleaning of all sinks, showers and bathtubs, as well as counters, cabinets and shelves. Additional deep clean of both toilets and ensured they flushed properly. The first request for her toilet was not made until 1/29/2025. Maintenance went in and repaired her fill valve. She then put two requests in on 1/30/25 stating that it still wasn’t working. Maintenance went back in and replaced the fill valve and flushed it in her presence to make sure she knew it was working.
  • The resident informed management about her HVAC circulation on 1/30 and Texas Air came out to increase internal fan speed for better circulation and noticed that the vents were closed in the area she complained about.
  • A team member reset her key fobs immediately after her notifying us that it wasn’t working and also followed up with them before leaving for the day to ensure everything worked fine.
  • She informed of low water pressure in her sink sprayer and management had it replaced for her.
  • Between 1/31/25, up to today, the resident has put in several work orders for her washer not filling up. We have informed her that this is an energy efficient appliance and that is how it functions to save water. She continues to place work orders in. Maintenance swapped her washer to show her that they all function this way.
  • On February 3^rd, 2025, the resident entered the office and requested to break her lease. A member of the leasing office scheduled a meeting with the resident and property manager at 5pm that day. When the property manager met with her, they discussed her concerns with work orders, and informed her that her requests had all been taken care of same day. She claimed that her Dwelo and toilet still didn’t work. The property manager offered to send our team back in but she refused. She then stated that she wants to break her lease mainly because of “how poorly the building was constructed”, claiming that she can hear her upstairs and next-door neighbors stomping, playing guitar, and setting off alarms. The property manager offered to intervene, and she refused. The resident was informed that she needs to allow the opportunity to address her concerns and that she cannot break her lease because she is unhappy with the quality of the apartment. She then claimed that a member of the leasing office staff lied to her when leasing, saying that her balcony will be private and that she is uncomfortable when sitting outside because people look at her. The property manager reiterated that this could not be the case as she was shown her exact apartment on tour, and she would have seen the exact construction of the balcony, the view, and the location of her future home. During this tour, the resident and she told management multiple times: “you do not have to sell me on this. I love it, I’m going to take it”. The property manager offered again to take care of her concerns. The resident said that she was going to get a lawyer involved so she can break her lease. She was informed again of the terms of her lease and assured that management will be upholding their end of it.

  The resident then demanded compensation for her move-in costs, application/admin costs, cost of physically moving, security deposit and to terminate her lease without penalty. She was informed that management will continue to respond to her work order requests in a timely manner should she allows us to do so but could not fulfill her requests.

  The resident continues to put in maintenance requests, even after the request has been fixed. She then requests that we schedule a time for them to be completed while she is home but does not show up to the appointments set.

  The resident is now delinquent on her March rent and refuses to pay. Management hasn upheld their end of the lease, and her apartment is habitable. Management will not be moving forward with her request to break her lease, and an eviction will be filed should she continue to refuse payment.

  Customer Answer

  Date: 03/22/2025

  
  
  Complaint: ********
  I am rejecting this response because: 

  
  I appreciate the opportunity to respond to Edison Apartments' recent statement regarding my complaint. It is important to address several inaccuracies and mischaracterizations presented in their response, as well as clarify the legitimate and documented concerns I raised as a tenant.
  While management claims the apartment was walk-through ready, I submitted maintenance requests shortly after move-in for multiple issues, including the toilet, closet light, and Dwelo keyless entry system. I did not capture photos of the closet or toilet on day one, but these concerns were real and submitted through the proper channels.
  The apartment appeared surface-clean, but the bathtub was unusable due to sediment and dirty water. This made it impossible to take a bath safely. This is a basic habitability issue.
  On day one alone, there were at least three issues needing attention. Throughout my stay, there were persistent plumbing problems, including both my son’s and my own toilet requiring repairs shortly after move-in. Water pressure remained inconsistent, and water outages occurred frequently due to a major infrastructure repair happening just outside my unit—this was confirmed by city workers on-site.

  
  It is true that I submitted several maintenance requests—but only because the same problems kept coming back or were never fully resolved. For example:
  The toilet required multiple work orders before it functioned correctly.
  The washer/dryer, even after being swapped out, continued to malfunction. It would only partially fill with water, leaving clothing dry even with small loads. This was not a user error, and I have research showing this model has widespread complaints.
  Electrical outlets would randomly stop working, causing appliances to fail. The maintenance team wrongly assumed someone in my unit was pressing reset buttons, which was not the case.
  My Dwelo key system failed multiple times and required more than one request to resolve. I also experienced frequent lockouts due to an unreliable key fob. Reporting this repeatedly felt pointless as the system was clearly inconsistent.

  
  Water outages were frequent and severe. At one point, the parking garage was blocked due to construction and I had to walk a quarter mile from alternative parking. I have photo and video proof showing these disruptions were not communicated until after the fact, contradicting management’s claim that notice was given ahead of time.
  Management claims I refused to be present for service appointments. This happened only once—due to an unexpected work conflict—and I left a clear note for maintenance detailing the exact outlet needing attention. This isolated incident is being used to discredit my consistent cooperation, which is unfair.
  Moreover, maintenance staff often failed to show up at the scheduled time or even on the promised day. There was no consistency or professionalism in their scheduling.
  Additionally, I documented safety concerns on the property, including:

  
  Elevators without up-to-date inspection certificates.
  Large metal garbage bins blocking emergency access points.

  These are serious safety violations and speak to broader property mismanagement.

  
  My requests to address noise issues were dismissed with the suggestion that I speak directly to my neighbors. I explained that the issue was not neighbor behavior—it was the building's poor construction. The walls and ceilings were so thin I could hear normal daily activity like phone alarms, guitar playing, and footsteps. Asking a tenant to resolve construction-related flaws with other residents is not an acceptable solution.

  
  After exhausting all avenues and dealing with unresolved, recurring issues, I submitted a formal notice of constructive eviction and returned my keys via certified mail. I also filed complaints with the Texas Attorney General, the Austin Tenants Council, and the Better Business Bureau.

  
  My decision not to pay March rent was not a refusal—it was a lawful response to Edison Apartments’ ongoing failure to provide a habitable unit, per Texas Property Code §92.056. Any eviction proceedings following my formal notice and documentation can reasonably be seen as retaliatory under Texas Property Code §92.331.

  
  I am not making these claims lightly. I have 50+ photos, time-stamped videos, screenshots of work orders, and documented communication supporting every point raised here.
  While Edison management is entitled to present their version of events, documented evidence will always outweigh internal claims and hearsay. I am ready to provide this evidence to the Better Business Bureau, legal counsel, and, if necessary, the court.
  Sincerely,
  **** ********
  Former Resident – ****** ********** *****
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 04/10/2025

  Management stands by their response. The property has continuously addressed any complaints that the resident has brought forward. Management has upheld their end of the lease, and her apartment is habitable.

  Customer Answer

  Date: 04/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I stand by my original complaint and previous rebuttal. The unit was not habitable, as supported by documented maintenance requests, photos, videos, and certified correspondence. While management may stand by their word, I stand by the facts—and I am prepared to present this evidence in court if necessary.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:01/13/2025

  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.

  I was searching for apartments and applying and came across a property of the Connor group. I did a virtual tour quickly one day and was told the application was being sent to me. I filled it out and waited a week to hear back. In the meantime, I had called them asking if they had a unit sooner because my moving date was getting moved up and they said no. At this point my credit and background wasn’t finished yet. I applied to another property and signed a lease with them. They then called me saying my background and credit was finally approved and I said thanks but I took somewhere else. They then told me I had signed a lease during application. I had no idea I had done this as they sent it in the same docusign as the application, so I thought the entire document was an application. They pushed the lease through the night before, before ever having called me to tell me what my security deposit exactly was and before telling me I had been approved. I asked them kindly to void the lease as it had been less than 24 hours and they refused. I told them I had no idea I had signed the lease. Not to mention the word lease was covered in the docusign. The term hasn’t started and they refuse to void it. This feels very predatory not being clear what I’m signing or telling me my exact deposit since you’re having me sign a lease before running my background and credit. I told them they could keep the processing and app fee but they won’t void it, I haven’t paid the security deposit either. They’re holding me to a lease I didn’t know I signed. They also never verbally mentioned a deposit.

  

  Business Response

  Date: 01/17/2025

  Management values transparency for residents and applicants at Greenway. All
  documentation that the applicant signed, states that she was signing a binding
  lease agreement. The lease is legible. The applicant knowingly and willingly
  signed the application, application acknowledgement form, lease agreement, and
  addendum to lease for utilities. When processing the application, management waited on
  required documents from previous landlord and current employer, which were not
  returned in the typical 48 hour standard. As soon as we received the required
  documents, her file was finalized. 
  
  Management spoke with the applicant on January 10, 2025, regarding her concerns and by the
  end of the conversation, she was going to move forward with the new move in
  date and her obligation to the signed lease. When the applicant
  requested from the property manager to expedite the move in date, her request
  was granted. Management updated and changed all the leasing documents and sent to the applicant. The applicant sent follow up messages to confirm the new lease was sent and apologized for her concerns before. 
  
  Then
  on January 13, 2025, she called and stated she wasn’t moving forward and filed this complaint.
  
  To reiterate, management values transparency for applicants and trust residents
  to do the right thing as we do. Since this message was sent, this
  application was cancelled.

  Customer Answer

  Date: 02/05/2025

  I believe they voided the contract so I believe it’s resolved. Thank you! 

• Initial Complaint

  Date:01/02/2025

  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.

  On Monday 12/30 I was provided a tour of the McCauley Crossing apartment complex for a potential residency. I spoke with and worked with a ***** from the leasing office. I signed and paid for an application for approval, where I was explained that a $100 dollar charge for the application itself would be nonrefundable in the event of application declination. I was also charged during this process an additional $399 for an "admin fee" as well as a third charge of $11.23 for a "platform fee". On the following day I reached out to the apartment complex to inform them that due to personal reasons I would need to retract my application for residency. I was given push back by *****, being told that I had signed a legally binding contract that prohibits me from backing out of the approval process for residency. I reminded her that I had not signed a lease, nor paid for a security deposit in to secure an apartment. The apartment unit that I was shown as well was not the unit that they had me apply for. I was told that I would receive a call back from *******, *****'s manager on next steps but never received one. On Thursday 1/2 I had called back and spoke with ******* to inquire on the status of my application withdrawal. I was given increased push back and resistance, being asked why I decided to not proceed further in the application process, and that the Regional Manager had sole say on whether or not I could withdraw my application, being told that I am legally bound and cannot back out of the process. I reminded ******* as well that I did not sign a lease, nor paid a direct deposit. I signed the application that could either be declined or approved before I could even secure the apartment. I stated that if they continued to refuse to refund the charges that were not explained to be as being nonrefundable, that I would peruse filing a dispute with my bank, and the BBB. Based on reviews online it appears that this complex has bad business practices and ethics.

  

  Business Response

  Date: 01/13/2025

  Below is the processes management followed with this applicant, and all other prospects.
  Application
  and Fees:
  During
  the application process, all applicants are provided with documentation
  outlining the associated fees and their nonrefundable nature. This
  includes the $100 application fee, the $399 administrative fee, and the
  $11.23 platform fee which is 2% fee for using a debit and credit card.
  These fees cover the costs of processing the application and are standard
  industry practice.
  Additionally,
  it is important to note that he signed a legally binding lease agreement
  during the application process and was made aware that it was a legally
  binding document.
  Refund
  Process:
  After
  speaking with the applicant, the manager made the decision to deny the application and
  issue a refund for the associated fees. This
  decision was made in the interest of resolving the matter amicably, as he
  was refusing to send over paystubs and other needed information for the
  approval process. He should have received a confirmation email regarding
  the refund on 1/2/25 at 7:42 PM EST.
  Follow-Up:
  This applicant and management spoke over recorded call on Funnel about how our policies are
  consistent with industry standards, and that he signed a binding
  agreement that he would be held accountable to. 

• Initial Complaint

  Date:12/16/2024

  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 am one of MANY people who have complained, left bad reviews and even sued this complex. They with held our $600 security deposit due to cleaning fees and a $435 utility bill. We have proof in our bank statement that we paid our last utility bill.
  Additionally, there is NOTHING in the contract stating they will charge for cleaning fees. I deep cleaned the place and all the appliances. They are not providing pictures or any evidence.
  Please see picture below. On august 31, we paid $460. We moved out August 21.

  

  Business Response

  Date: 01/16/2025

  The final RBS bill was included in the Final Account Statement of this renter's deposit on 8/26/24. Additionally, the renter paid their final utility bill directly through RBS on 8/31/24 before they reviewed their Final Account Statement. Once this error was addressed on our end, her Final Account Statement was updated to remove the charges, and a new check of $600 was mailed via FedEx Express. We apologize for the confusion.