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:01/18/2023

  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.

  We had a leasing agreement that ended on 11.21.2022. We were said we will get the security deposit check back within 4 to 6 weeks from 11.21.2022. It's around 8 weeks and we have still not received our check. Tried sending emails (have attached screenshots for the same) for the same. Also called up the office couple of times - but everytime, the calls gets disconnected. Can you help in getting our security deposit back ? There are no dues from our end on rent or utilities front.

  

  Business Response

  Date: 01/31/2023

  This resident moved out on November 11, 2022. There were
  damages in the apartment that were charged for. The property manager mailed a copy of the Final
  Account Statement to their forwarding address we have on file.
  
  **** ********* **
  **** ******** ** *****
  
  There is currently a balance due of $1255.00 for
  damages to the apartment. We have reached out to the previous resident by email
  and phone. 

  Customer Answer

  Date: 01/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was no phone or email from Connor group. The property damage claim is false just to avoid giving back the security deposit. This was not communicated to me till 2 months till the time,  we started asking for security deposit.
  

  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 02/02/2023

  The resident did ask for the deposit to be returned but the property manager had already sent the final account statement with the charges to their
  forwarding address. When the BBB complaint came in, the property emailed him the final
  account statement again and then also tried to call. They received no response to
  either attempt. Attached are pictures of the apartment at move out along with
  the final account statement to show the charges. 

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Claims made by the Business is completely false. Few points to note :

  1. It has been said multiple times that emails were sent to me for these charges - Pls send me a screenshot of email sent which mentions the same. Also note that it was said twice that email was sent to us already.  So we would like to see that proof of emails sent to us before today's date (2/2/2023) on the charges. We never got any email communication on these charges. As per the Business claim - the email was sent to us couple of times on the charges and we would like to see the proof for the same. 

  2. It was also claimed from Business that phone calls were made to us for these charges. Pls note that we have never got any calls for the same. I can produce my TMobile Mobile Statements to show the phone calls received / missed / called to prove the same. Would like the Business to show me the proof of the calls made (date / time) to reach out to me.

  3. Carpet pics that are shown by the Business are not correct / have been tampered. We have stayed in the apartment for 5 years and we were never given a new carpet when we moved in. We made it a point to keep the carpet clean all throughout our tenure and also cleaned it before we vacated. So this claim by the Business is also false like the above 2 claims.

   

  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 02/21/2023

  The charges are final. The property has been in
  contact with the former resident.

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  

  We had requested for few proofs, which are still not being provided by the Business. In summary we need the following 3 proofs :
  
  (1). Proof of Emails sent to us for the charges as per the dates below, (2) Proof of calls made to us and (3) Receipt of the carpet which were installed in the apartment in which we were staying.
  
  Detailed explanation of the case is as below :
  
  As per the response from Business on 1.31.2023 - they have confirmed that we vacated the apartment on 11.11.2022.
  Post that we started following with the lease office for security deposit. After multiple follow ups - we got an email confirmation from property manager (*******) on 11.25.2022 (Friday) at 9.10 AM EST - stating that we will get our security deposit back after 4 to 6 weeks. In this email as well we were never told of the damages to the apartment. I have already attached this email for reference.
  
  After 80+ days of vacating the apartment, we were told about some charges - that too via BBB forum. For a tenant to vacate the apartment - we are suppose to give a 60 days notice in advance to landlord. But the landlord can come after 80+ days as well  making false claims. How is this fair from a consumer stand point.
  
  As per the response from Business on 1.31.2023 and 2.2.2023 - it has been said that emails were sent to me for these charges - Pls send me a screenshot of email sent which mentions the same. We would like to see that proof of emails sent to us on the charges. We never got any email communication on these charges.As per the Business claim - the email was sent to us couple of times on the charges and we would like to see the proof for the same. 
  
  It was also claimed from Business (n 1.31.2023 and 2.2.2023) that phone calls were made to us for these charges. Pls note that we have never got any calls for the same. I can produce my TMobile Mobile Statements to show the phone calls received / missed / called to prove the same. 
  Would like the Business to show me the proof of the calls made (date / time) to reach out to me.
  
  Carpet pics that are shown by the Business are not correct / have been tampered. We have stayed in the apartment for 5 years and we were never given a new carpet when we moved in. We made it a point to keep the carpet clean all throughout our tenure and also cleaned it before we vacated. So this claim by the Business is also false like the above 2 claims.We would like to know when was the carpet installed in the apartment and would like to see a receipt for the same.
  
  

  
  

• Initial Complaint

  Date:01/17/2023

  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.

  •Lease signed on Jan 7th, didn't send in paystubs until Jan 10th, approved for apartment on Jan 12th.
  •Dovetree Apartments had us sign the lease BEFORE we were approved.
  •I don't recall the lease agreement being called exactly what it is. It was described more as 'This will hold the apartment for you so no one else can take it.'
  •We felt rushed as they were closing soon & we only came in there for a tour.
  •No deposit or first month rent has been given. Only a $349 admin fee & $200 application fee ($100 each).
  •They wanted my military deployment paystubs from the last 6 months even though I told them I won't be making that anymore. I couldn't give any recent civilian paystubs because I hadn't worked there in 16 months.
  •Leasing rep told us that if we didn't send in paystubs, we could get in trouble for 'withholding proof of income'. As two unexperienced 23 year olds, we were scared & gave them what we could even it wasn't going to be an accurate representation of future income.
  •Contract states 'Cats must be declawed.' I will not be declawing my cat. Leasing rep stated that The Connor Group has them place that in their contract but Dovetree doesn't enforce it. So even if it's in the contract, they are saying that I don't have to abide by that.
  •Dovetree & The Connor Group both continuously tell us that we CAN NOT break the contract for ANY reason whatsoever.
  
  I feel as though the both of us were very misled, rushed, & taken advantage of. My active duty military pay is being used to help us get approved even though I am National Guard & will not be receiving anywhere close to that pay ever again.
  My friend who is an abusive relationship & wants to escape & when informed of this, Dovetree saw this as an opportunity to rush the process.
  
  Sadly, we were approved even though we both know we will not be able to afford this apartment & do not enjoy how the process was completely backwards. If done correctly, we could've considered our options & not be in this situation.

  

  Business Response

  Date: 01/19/2023

  All applicants sign a lease when they apply.  All lease agreements say,
  "LEASE AGREEMENT" in large, bold print.  There is an addendum to
  the lease agreement that is highlighted and even has a place to initial that says, "I
  understand I am signing a binding lease agreement and I am unable to cancel for
  any reason." We treat all applicants the same way as we follow all
  fair housing practices.  

  Customer Answer

  Date: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: With all due respect, you did not respond to everything that I mentioned. Yes, it does say 'LEASE AGREEMENT' at the top but as a professional business, your employees should not state that the lease agreement is a paper 'basically stating that this holds the apartment and no one else can take it'. If we are following the contract, word for word, why does it state that my cat MUST be declawed but Dovetree is telling me that they do not enforce that. Why is it that I am not allowed to get out of this lease based on all the reasons I have provided, mostly that I can not afford it, but Dovetree is allowed to disregard the cat policy that The Connor Group has in place. Your leasing rep told me that they don't enforce it because it is illegal in Ohio. I looked into that and no it is not. Additionally, if this is a binding lease agreement why would you have us sign it before approval for the apartment? 

  
  Furthermore, my boss talked to one of the leasing reps at this complex to explain that I do not have any recent paystubs at my civilian job and that the leasing rep said 'That it is all we need to know.' The leasing rep that we signed with, when speaking to her on the phone about how I can't give any recent paystubs and didn't feel comfortable handing over my active duty paystubs, which I am NO LONGER active duty, she said that she got everything from my supervisor. I spoke to my supervisor about the situation and he stated that he NEVER gave them anything. We have consistently been lied to and taken advantage of. 

  
  I have never in my life heard of signing a lease before being fully approved, it is certainly not standard practice.

  
  My friend and I would like to offer, in response to breaking the lease, forfeiting our security deposit and two months rent to mitigate the damages we would create by not having a tenant occupying the space. We would like to come to this agreement for the sake of us, The Connor Group, and Dovetree Apartment's. Alongside the issues we have had already before living there, we simply and honestly can not afford this apartment as well as other bills and basic necessities. We would prefer to not be in debt nor have an eviction on our records for not being able to pay rent after we have explained our financial situation time after time. And we do not want for you to be out of money since we can not give you any. Finding another tenant who can actually make the payments each month would be in everyone's best interest. 

  Please consider our offer. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 02/02/2023

  Signing all of the paperwork does hold the apartment, while the file is approved.  However, it is a binding lease with no cancellation
  policy all of which are terms the applicant agreed to when signing the paperwork.
  Signing a lease is a big deal, however the property cannot cancel a lease when it is clearly in policy that there is no lease break policy. 
  
  Regarding the paystubs and everything included regarding employment etc.,
  that is just one component of the approval process.  The property was able to
  obtain everything needed in order to approve the file. 
  
  The two applicants were happy when applying for the apartment,
  clearly something changed and there is some buyers remorse. The property can assure the residents that upon move-in, in March, they will have a great experience.

• Initial Complaint

  Date:01/17/2023

  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.

  My daughter and I moved into Veranda at Norton Commons 2/12/2022 while my home was needing a lot of renovations. The Connor Group took over in 5/2022. During which, our AC went out a total of 7 times before finally being resolved in September. The property management had little concern that the temperatures had reached up to 100 during some of the outages. There were a few other issues that I will put in my actual review for future residents…But, my main issue is my freezer started going out the first weekend in 1/2023. I contacted the office and it took two days for them to get maintenance to come check it out. It was first thought that it was a Freon issue and another person was suppose to come bring it later that day. We were not home the rest of the day, so we were unsure of the status. I emailed the office and spoke with the office manager ******, who stated it was actually a faulty part that needed to be ordered and it should be there by the weekend of 1/7. I did not hear from anyone. My daughter tried calling multiple times with no response…I called and was told they were still waiting on a part. There was no effort to help with the inconvenience. On 1/8 my daughter noticed the refrigerator was starting to go out. We reported it to the office. ****** and two others were told of the issue and each time we were told someone would come out and they would personally call to follow up. None of them did. I spoke with Megan again on 1/10 and told her I was very upset and I felt like nobody even cared…she said she would send someone over and would call me back that day. No response. We called several more times and was promised the same thing…no responses at all. I called The Connor Group and was directed to the reg. mgr’s vm 2 separate times. Never received a response. So, I called the Attorney General’s office who told me to file this complaint due to the violation of the Ky Landlord and Tenant Act, and follow up with a certified letter. We have started moving out.

  

  Business Response

  Date: 03/02/2023

  This residents lease has ended and they have moved out.

• Initial Complaint

  Date:01/09/2023

  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.

  Hello,
  
  I would like to lodge a formal complaint against The Connor Group, LLC due to the office at the ******* ** *** ****** forcing my family to move into their property. It clearly states in their pre-lease contract that the “ CONDITIONS PRECEDENT TO LEASE EFFECTIVENESS: PLEASE NOTE THAT THIS LEASE SHALL NOT BECOME EFFECTIVE UNTIL AND UNLESS YOUR APPLICATION IS APPROVED BY THE LANDLORD. IF YOUR APPLICATION IS NOT APPROVED BY THE LANDLORD, THIS LEASE WILL NOT GO INTO EFFECT AND SHALL BE DEEMED NULL AND VOID”.
  
  On 12/19/22, I went into The ******* ** *** ****** office to see if they had any openings for a 3 bedroom unit for leasing. I was told that there was only one unit available In January and if I wanted to move into that unit I had to sign a pre-lease form which was like an application and if it was approved the unit would be available for move-in on January 13, 2023. I had an out of state work that I had to attend to in that evening so I filled out the necessary forms. I was told that they would contact my leasing office to get a rental verification form and if that approves everything should be cleared and the move in date is set. There was a mixed up at my current rental office that needed to be cleared out in person and I couldn’t handle it at that moment since I was out of state. In the meantime, I kept getting multiple calls per day from The ******* ** *** ******. On 12/22/2022, I got two calls from their office and I informed them that if they kept pressuring me like this then I’m no longer interested in going forward with the lease and since my application is not approved yet I would like to terminate the pre-lease. I was told that the application was approved and I can’t opt out even though I knew that my current leasing office DID NOT approve the necessary documents. After I disconnected the call, I got the welcome letter package. I went into their office and spoke to the sales representative that was handling my application at the time who was Dakota Walters. I requested to speak to the manager and he told me to talk to Katelyn. I spoke to Katelyn and informed her that I will not be moving forward with the lease agreement and then she threatened that me and my wife will have to deal with the collection agency if we don't agree on moving in or paying a year's worth of rent which was not disclosed to me at the leasing office when I was discussing a move in date. My wife hasn't even went into the office to sign any paperwork. I then asked to speak to her manager and she told me that there was no one higher than her and she was the only one that I can speak to.
  
  On 12/28/2022, I found out that the ******* ** *** ****** was owned by the Connors Group and that they had a customer service line that I can call and email. So I wrote an email to them letting them know that Due to the unprofessional behavior I have encountered from the management team at the ******* ** *** ****** has led to my decision on not willing to be a resident at that location and not wanting my family to call the ******* ** *** ****** their new home in hopes that the regional manager would resolve the issue. After not getting any response back, me and my wife have been calling their customer service line for over a week now and every time we would be told that the message and email we sent is being forwarded to the regional manager and to leave a voicemail and he would get back to us. I asked if he had a direct line I could reach him at and was told that they were not allowed to give that number out. They told me that they were only allowed to transfer my calls to his voicemail. As of 01/06/2023, no one has reached out to us yet from the Connors Group. I was advised that the BBB is an advocate that would assist me with this issue if the Connor group isn’t welling to assist.
  
  Please don't hesitate to contact me if you need additional information at ************ or ************.
  
  
  Thank you,

  

  Business Response

  Date: 01/11/2023

  ********* applied
  with the ******* ** *** ****** on 12/19/22. At the time of Application, ********* signed his Lease,
  Utilities Addendum, Application, as well as his Application Acknowledgement
  that clearly states “I understand that I have signed a binding lease agreement
  and that I am unable to cancel for any reason.” After completing the mentioned
  paperwork in-house, ********* provided a number and email for his current
  Landlord/Rental Property and also sent over his paystubs—from home, via email.
  Based on outstanding credit, exceptional pay as well as rental
  history—********* is approved for his new home at the ******* ** *** ******. The property manager has personally met and spoken with ********* on two separate occasions and have
  made it clear that we do not cancel Leases. ********* was more than ecstatic at
  the time of Application completion and although he’s hesitant now—we’re more
  than excited to have him move in and be part of the ******* ** *** ******
  community

• Initial Complaint

  Date:12/22/2022

  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.

  We signed a 6 month lease at the ******** ** ******** in *********** beginning on January 3, 2022. During this transaction, ***** told us we could go month to month at the close of our lease. When we went to resign in May 2022, we were denied by ******** to go month to month, and were forced to resign for 12 months. However, during the resigning, ******** indicated we could break the lease at any point, to let them know when we were moving out and they would get a new tenant in immediately. In October 2022, we were again denied the option to break our lease by *****, *** and ****, and they are now refusing to relist our vacant apartment so another tenant can take residence. The apartment was left in great shape. We found a sublease on our own and now they are refusing to remove the $60 pet fee despite a pet no longer living in the apartment. I spoke with Sal Gracia from their corporate office who promised he would get this taken care of for us, but when he heard I have nothing in writing, he completely backtracked and said there was nothing he could do. I asked how an organization could not be held accountable for the interactions of their employees. He stated they no longer work for the Connor Group and he is not responsible for them. In total, we dealt with over 10 different people in 11 months. All their calls are recorded and I requested copies from Sal and he denied this as well.

  

  Business Response

  Date: 12/27/2022

  ******** and **** ******* signed a lease on May 5, 2022 for the lease terms of July 15, 2022 to
  July 14, 2023. ******** and **** decided to buy a house during their lease
  terms knowing that they were financially responsible for the lease terms
  through the July 14, 2024 date. ******** and **** will remain in their lease
  through the lease terms due to fair housing laws and regulations.

• Initial Complaint

  Date:12/19/2022

  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.

  The citywalk Woodbury location has low standards and practices for both their services and their staff. They have a turnover rate office-wide at least twice a year from the nearly three lease terms we've been here. During our move to a new apartment, not only did the staff claim to have forgotten we were moving apartments a week before we were supposed, but the apartment was not move-in ready at the 48-hour mark. We had to clean the apartment ourselves, and the management didn't bother to come in and do a move-in checklist with us. Now, we have new management and the issue of them not knowing anything of how the apartment was before we moved in, or which storage unit we rent on their property.
  This past fall within the months of August and October, our unit was burglarized most likely by their maintenance crew for over three-thousand dollars worth of electronics. There was no forced-entry on the lock and we know the door to be fickle about opening. It locks immediately upon close, so a key is required to enter each time. Our storage unit shares a control panel for the door keycards which maintenance needs access to and has a key to, and aside from us they are the only ones aside from possibly the leasing office. There is a camera that supposedly records on the floor of our unit but neither police nor leasing office will check.
  We have brought this up with the leasing office and the police and the leasing office ignores anything we send related to the issue of our stolen items, especially when we presented it as an issue that our items were also tampered with to make it look like items weren't stolen.
  
  They are willing to ignore tenants that have been keeping on them about an issue, respond to everything else, and ignore a potential issue of thievery within their own staff. Recompense I despite rent paid on time, I want my security deposit back, considering the living conditions are clearly not very secure and property management is unsuitable.

  

  Business Response

  Date: 01/12/2023

  Our regional manager has directly reached out to the resident to come up with a solution.

  Customer Answer

  Date: 01/13/2023

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

  I have received no correspondence by email or phone from Connor group or the local leasing office since I made the complaint.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 01/31/2023

  The last attempt took place on 1/23/23 at 2:20pm

• Initial Complaint

  Date:12/08/2022

  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.

  On November 28, 2022 I spoke with a leasing consultant name ******. He pressured me into signing a lease for an apartment and paying a deposit without even seeing it. I was moving into the area. I signed everything over email and paid the deposit over the phone. After looking over my finances, I realized the apartment was out of my price range. I contacted ****** immediately. He told me I couldn't cancel. I explained my situation. I told him he could just keep the deposit. He told me I was responsible for the full 12 months of the lease and that if I didn't move in I would be sent to collections for that amount. I looked up the law in Ohio and it requires them to make reasonable effort to release the apartment, if the person cancels. It also doesn't allow them to charge me and someone else for the same place. I don't know if it is a company practice to use pressure tactics and them be completely unreasonable and make threats, but it is certainly ******s practice and it is not right. I would like for them to cancel the lease. They can keep the deposits. Cancel the lease and stop harassing me. I didn't even move into the place.

  

  Business Response

  Date: 01/19/2023

  The property has a zero
  cancellation policy which is included in our documentation.  We haven’t
  harassed anyone, in fact we have not made any contact with ***** since 12/6/22. 

  Customer Answer

  Date: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was harassed by ****** and threatened. I feel I was pressured into signing the lease agreement. I also canceled before the 3 day cancelation window that is allowed anytime you sign a contract. 

  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/20/2023

  ***** contacted the property about applying online on 11/27 at 10:24am
  (which was a Sunday and we were closed.)  ***** was called on 11/28 upon return at 8:58am.  After a brief conversation, the property sent over the
  documents required for leasing at 9:35am.  ***** completed and returned at
  11:44am the same day.  The property had to resend the lease because it was incorrect
  and we updated and sent the correct one at 11:50am which was returned 16
  minutes later at 12:06pm.
  
  All phone calls/text messages/emails are preserved in our
  system.  ***** needed to move-in on December 5th, so I’m not
  sure how providing the service of renting him an apartment in his timetable so
  that he could relocate for his job would qualify as any sort of
  harassment.    Also ***** was never physically in our office, so
  I am unclear as to how we would pressure someone who willingly emailed us
  multiple documents. 
  
  Clearly ***** had buyers remorse.  There is no 3 day cancellation window,
  and if there was, ***** applied on 11/28 and did not attempt to tell us that he
  was not moving in until 12/3.  In fact we had to contact him and he told
  us he had found a cheaper place.  

• Initial Complaint

  Date:11/14/2022

  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 paid $605 to the New Albany estate location they manage. 200 for application. 400 to hold the apartment until we were approved or denied. Oct 27th. We were denied based on 700 credit score we were not told about. The 400 hold fee was supposed to be returned. They have told me 3 days, then 10 days and still.. the money has not been returned. No one in corporate will email me or call me back. It's theft at this point. It wasn't a deposit. It was a hold fee in good faith to be returned if we were denied. I was lied to. This company is dishonest. Slumlords at this point. It can out of mu bank account. It was supposed to be put back on my debit card 3 times now. They never do it.

  Customer Answer

  Date: 11/17/2022

  They paid the refund. You can close this now. Thanks 

• Initial Complaint

  Date:11/14/2022

  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 lived at the Estates of New Albany until my lease ended on August 14 2022. My security deposit was wrongly kept and would like at least a partial refund of the $225 I paid. Despite the many emails sent, I have not gotten replies regarding my deposit besides the fact that it will be sent in 4-6 weeks. I have not received anything in the mail and they ignored all my attempts to follow up over email and phone. I only received a curt response about how final account statements cannot be adjusted. I went to the leasing office in person to discuss this with ******* and received excuses rather than explanations. A $75 charge for each room was in place because vacuum lines were not seen in pictures to show evidence of cleaning the carpets. It was explained that they had to hire an expensive cleaning crew to even though she admitted that the carpets were not actually that dirty and the fact that I was told that the carpets were always professionally cleaned before move-in. Also, I saw vacuum lines in the photo of my bedroom. I vacuumed all the rooms prior to leaving and even turned in my keys a day early. I was charged a $75 fee for the laundry appliances because I apparently did not use the self-clean cycle or clean the lint trap. This was something I would not know to do before leaving and the lint trap was an easy fix. I was also not shown any other picture besides the lint trap that details the filthiness of the appliances. I felt like I was being blamed me for not calling to ask about these specific instructions. None of this was spelled out in my lease and anything beyond a good faith attempt to clean should be communicated to the resident. I asked about why no one ever followed up with my questions she explained that I was probably wrongly emailing the sales email despite being explicitly told that all concerns would be directed there when I first moved in and after this event. Overall, I did not feel like the staff took the time and respect to address my concerns.

  

  Business Response

  Date: 11/25/2022

  Our property manager personally met with ***** and discussed the charges one-by-one on her final
  account statement; at this time, we also went through photos taken at the time
  of her move out. No excuses were given at this time; rather, we went through
  and explained each charge on *****’s account statement. ***** also received our
  Move Out Inspection form where all base charges are explained from any charges
  ranging from countertop damage to carpet ($75) and appliance cleaning ($75).
  However, *****’s apartment was left in good condition, the charges on her
  account are valid. Our staff takes pride in providing our residents
  both time and respect and we am sorry this was not perceived. We continue to remain
  available should ***** need to address any further concerns

  Customer Answer

  Date: 11/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Carpet cleaning is an obligation that the complex has since they are not being changed after each tenant. I can understand a $75 charge for each room if carpets were left in poor condition. I was being charged because there were no apparently no vacuum lines seen to show evidence of cleaning. In the photos, I saw lines in at least the bedroom and the carpet was spotless apart from the stains I already documented upon move-in. I did vacuum all rooms before leaving and turned in my keys early so any lines would have potentially faded by then. Even when I vacuum now, the lines fade within a day. I was not shown evidence of appliance cleaning needed apart from the lint trap. I do not think peeling back some lint warrants a $75 charge. I was also told that I didn’t use the self clean cycle. I have never heard of such a thing and even looked on multiple models of washers/dryers. If these specific cleaning instructions are needed then they need to be stated in the lease or the staff needs to take initiative to go over them when the tenant gives their notice. The reason I perceive the customer service and professionalism to be poor here is that many emails go ignored and people over the phone often try to say that they don’t know how to help. I had to go in person for anybody to give me answers and even then the person at the desk (*******) made me make a whole separate appointment to talk to her. The reason why I perceive the meeting to be full of excuses is because the reason for the charges do not seem proportional to the problem, and that I was told I was wrongly emailing the sales email even though I followed up with ****** about it days later and had confirmation that emailing the sales email is the correct protocol and all issues will be escalated to the proper person. 
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 12/13/2022

  As discussed with *****, our property manager cannot undo rightful
  charges. The appliance and carpet clean charges on her ledger are valid and
  they will stand as we must hold all current, past, and future residents to the
  same standard. A move out checklist with a breakdown of charges was provided to
  ***** during our meeting, these are standard for everyone. We sincerely
  apologize for the breakdown in communication after *****’s move out and are happy we were able to meet face to face to view photos and address all charges;
  however, we cannot remove valid charges from the ledger.

  Customer Answer

  Date: 12/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I do not believe the charges are valid despite the previous meeting. I saw the pictures and have to respectfully disagree that it is right to charge me a total of $150 for the carpets based on the state it was in. I did not see much regarding the appliance other than the lint trap which was another $75. I have asked for the evidence to be sent to me over phone and email but it has been impossible to get anyone to follow through. That was why I had to meet in the first place. This group seems incredibly reluctant to have a paper trail for anything. Please state why the charges are valid. I was told it was because of the carpets lacking vacuum lines (one room had defined lines in the photo) and I didn’t using the self clean function on the washer/dryer (I have never heard of such a thing). Both of these reasons sound ridiculous to me. While I appreciate the office staff for being polite when I met for this, I left feeling disappointed at their response. 

  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/14/2022

  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 *** ******* ** *********, a property that The Connor Group manages, on 7/21/2022. I called to verify what I owed the rental property a week later. The management said “all you owe is the resident bill pay for your final month, as well as that third party company charges a termination fee” to which I paid right away. Today, 11/11/2022 I received a “final balance” receipt for what I owe the Paddock at Eastpoint with claims of general cleaning in 2 rooms, the bathroom and the kitchen both $150 a piece. There is also a fee for appliance cleaning for $75 as well as a carpet cleaning fee of $100 which is inconsistent from the price listed on the move out checklist. I am disputing all of these charges, as the state of ******** allows 30 days for landlord to provide the tenant with the final balance owed and any deductions taken from the deposit. The final balance seems to be calculated in bad faith, as the balances are inconsistent from the move out checklist pricing, as well as the move out reason is “lost a job” to which I never indicated happened, and did not happen. My move out reason was because this group threatened to raise my rent if I didn’t re-sign the lease early, and I told them I was not paying high rent to live in a box.

  

  Business Response

  Date: 12/06/2022

  The final account statement is
  completed within 24 to 48 hours of move out once the apartment has been walked
  within that time frame. If a resident is calling asking what is owed prior to
  moving out
  There balance has nothing to do
  with the Final Account once the apartment is walked.  We can’t know what is
  due before final walk through.
  
  We leave a move out letter
  explaining the items that will be charged for if not leaving the apartment in
  good condition.  That isn’t known before someone moves out, so therefore
  we would not
  be able to tell someone on the
  phone any amount due at move out. 

  Customer Answer

  Date: 12/06/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The business has failed to recognize the period in which they send me the final account balance. The final balance was mailed out more than 60 days past the move out date. That is against tenant laws in the state of Kentucky. The second thing the business failed to recognize is the incongruent charges from the statement to the move out checklist pricing. I would like to be directly contacted with a full explanation of the charges, as well as removal of the charges, as the bill did not come in time. 
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/24/2023

  This
  resident didn’t get their deposit back due to the charges below,  we
  mailed the final account statement to the address given.  She owes us
  money.