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

  
• 

  The Connor Group, LLC

  10501 Landing Way Miamisburg, OH 45342

  
• 

  The Connor Group, LLC

  5480 Dovetree Blvd Dayton, OH 45439-2162

  
• 

  District At Linworth

  2425 W Dublin Granville Rd Columbus, OH 43235-2708

• 

  The Estates at New Albany

  4701 Rexwood Dr Columbus, OH 43230-1358

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:10/20/2022

  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.

  Apartment was not ready at scheduled move in time and date. I did not receive anything for this and wasted my time coming when I had to come back again to for access to the apartment. I was NOT told the apt I rented was right next to the trash room. I have been dealing with flies and gnats because of the trash. Now, the trash room is closed and people have been leaving their trash outside of the door attracting more bugs. I cannot enter my apartment without bugs flying in with me. My washer was broken and unusable for the first month I was here. It took weeks to get someone to even come look at it. Dishwasher was broken before I moved in and I was not told. When maintenance finally came to look at the washer they mentioned there was a pending work order from the previous tenant for the dishwasher they never fixed. That explained why my dishes weren’t cleaned. They fix it but now it leaks, I submitted a work order for that a week ago and have not heard anything. I was told the community wifi would be in effect 2.5 weeks after I moved in for sure. I inquired again after the time had passed and I was told another 2 weeks. I inquired again after that time had passed and was told at least another month.My water spout from my fridge was obviously never cleaned. I noticed I started to feel ill after drinking that water. I looked up in the spout and it was filled with black gunk. The bathroom was filled with rust and it just gets worse and worse. There is a nasty corner in my kitchen that was glossed over when the flooring was done. I tried everything to clean it besides taking a razor and scraping it off. Before the trash room was closed I put broken down boxes within the guidelines in the room. I came back to my apartment and a maintenance person or leasing office agent had taken the boxes out of the trash room and put them in front of my door with a trash violation warning. They couldn't tell me what for.

  

  Business Response

  Date: 11/29/2022

  Our sales manager personally went to her apartment and confirmed all of her issues have been resolved.

  Customer Answer

  Date: 11/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my washing machine still has not been fixed. It is still half full of water. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 12/06/2022

  The property managers went by again and called the resident to follow up that it was
  complete on November 30th. The resident did not answer. The property manager left a voicemail and told the resident to
  please call if it wasn’t resolved. The resident has not called back.  

  Customer Answer

  Date: 12/07/2022

  
  
  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 went to the office in person and told the Sales Manager it was resolved. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/05/2022

  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.

  October 1,2022
  $999.00 for the deposit for the first year and a year later the up the deposit to $1099.00.
  ***** from ****** ***** asked me if I wanted to pay the rbs bill out of my deposit I said no I will pay that on my own. I called to pay rbs bill and find out they took that out of my deposit. Also I found out that the paid for shampooing the carpets. I have pictures that I cleaned the carpets. The returned amount I'm getting is $642.

  

  Business Response

  Date: 11/04/2022

  The Resident who initiated the claim was informed in person
  and in writing about his last RBS Bill. He was provided a copy of his signed
  utility addendum and a copy of his lease when he attempted to terminate his
  utilities prior to his lease expiration. His Utility Bill, RBS, was not paid in
  full prior to his move out therefore it was deducted from his deposit. This is
  our policy and we can not deviate from this due to Fair Housing Guidelines. In
  regards to the cleaning of the carpets; there was not evidence that the carpets
  were professionally cleaned. There was no invoice provided and the Resident did
  receive a move out checklist 60 days prior stating that if this was not
  completed he would be charged. We issued the refund and completed his final
  account statement within 72 hours of his moveout. With any further questions he
  is welcome to contact the leasing office directly. 

• Initial Complaint

  Date:09/06/2022

  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 was about to move to ****** , **** for a job beginning starting of September. I visited the property of Connor management names **** **** Apartments on 31st August. I did a tour and they said to get approved I need to fill the lease agreement. The application fee was 50$, which I thought was I was paying , but as soon as I gave my card the Sales person said there is 350$ fee which is refundable if I don't get approved. I still thought signing this wasn't like a final lease. I got approved on 1st September, but by then I had decided to delay my move by a week. There were also lot of hidden charges like no utilities included which weren't communicated to me when I inquired about the rent of the apartment. Also they said I can't have my own wifi and have to use spectrum. Since I haven't taken possession of the apartment, I emailed today the 3rd of September that I am not taking the apartment, the management emailed me saying they will report me to collections. This is blatant violation of my rights to choose if I want to move in or not. I would further request that my 350$ charge be refunded to me. I have talked to my lawyer regarding the same. But I don't want to press charges or I don't feel any liability charge should be reported on my credit.

  

  Business Response

  Date: 09/06/2022

  ***** ***** applied on 8/31/22 and was approved on
  9/1/22.  When our property manager spoke to him on 9/1/22, he verbalized that he would be
  calling back on 9/2/22 to pay his deposit, prorated rent, etc.  Our property manager followed-up with a written communication regarding the amounts that were
  due. 
  Mr. ***** signed all paperwork, including a lease agreement
  as well as an application acknowledgement where he signed that he understood
  utility billing.  He also initialed where he stated that he understood
  that he was signing a binding a lease agreement. 
  Mr. ***** signed the following documents: lease agreement,
  utilities addendum, community policies, resident responsibilities lease
  addendum, application acknowledgement form, Resident Billing Services welcome
  letter.
  He also submitted a signed application, application and
  administrative fee, and sent in his offer letter for his new contract.
   
  Our lease agreement, as Mr. ***** seems to forget, does not
  have a lease-break of any sort.  He is obligated to the lease agreement
  and will be sent to collections for the balance of the lease agreement should
  he not take possession.   
  
  Attached are all documents that Mr. ***** signed for
  reference as he did not provide them and is not relaying them correctly to the
  BBB.
  

  Customer Answer

  Date: 09/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I came to get an approval. It was signed from me based on false pretense.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 09/15/2022

  As provided in the
  documentation before, the lease was signed and the application acknowledgement
  form was initialed where Mr. ***** acknowledged that he understood there was no
  cancellation policy

• Initial Complaint

  Date:08/25/2022

  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 moved out of our townhome on ****** *** on 7/5 and our lease terminated on 7/21. On the day we moved out, I handed in my keys and asked if there was anything else I needed to do regarding utilities or anything I might’ve forgotten. I was told that ****** **** would transfer all the utilities out of my name and into theirs at the end of my lease.
  
  In mid-August, I received a bill from AEP and Columbia gas indicating that I owed money to them. I figured it was only going to be until the end of my lease. It turns out I was billed until Aug 12 - that’s 3 weeks of utilities that they’re responsible for as my lease had ended and they told me I didn’t need to transfer anything out of my name. The total for my bill between the two services is nearly $200. I wouldn’t be so angry about this if I had forgotten to do something - but I didn’t - they told me they would transfer the responsibility to pay. And they were the ones using the electricity and gas during this time period after my lease to clean and prep the townhome for the new tenants (the most frustrating part!)!
  
  I’d like them to pay the bill for what they used after my lease was terminated. I called to inquire about this and they told me this is not something they could help me with or do anything to resolve.

  

  Business Response

  Date: 08/29/2022

  Our leasing office explained to ***** even though he was turning in his keys early
  he needed to keep the electric on until his lease end date. The resident was told that Resident Billing Services would terminate once his lease
  ends. The property managers and staff do not tell residents that we will transfer it into our name as
  Columbia Gas and American Electric Power are 2 completely different
  companies. The leasing office members aren't able to call Columbia Gas or American Electric Power
  and shut anything off or transfer the account if it is in a residents name.

  Customer Answer

  Date: 08/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Despite what they claim, the staff did advise me this way.

  Regardless of that, the property managers still used utilities that were in my name while I was no longer living there - well after my lease terminated. I would like to be compensated for the electricity and gas they used during that time that they are responsible for. 

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

• Initial Complaint

  Date:08/11/2022

  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.

  This is an ongoing problem in my apartment. I moved into ******* ** **** ***** on February 6, 2021. My expected move in date was January 31, 2021, but due to the unit not being cleaned and inspected, we were forced to move in the following weekend. We were told our complex would provide valet trash, cable and internet, amongst other amenities. Since I have lived there, my garage was broken for 2 months. I could not enter through my garage door. There is a continuous ant and RODENT problem. I have called and reported these problems, but they both are worst now then before. They cut the valet trash pick up from 5 days a week, to 3 days a week, and sometimes they still don't pick up the trash on service dates. The price of the community trash compactor has gone up from $25 to $44.95, plus your valet trash of $25. They will not let you opt out of the valet trash either. My husband work out of town during the week, so it is only me and my 8 pound Teddy bear dog at home. I work 5 days a week and isn't home all day, but my water and sewage bill is over $80 every month. How is that? I have requested the ledger for the meter reading, and was told they don't have that. Now, I have a continuous rodent problem that I have complained about, also requested them have pest control out, and now the problem is even worse. The mice are eating my dogs food. I cannot leave anything out for her to drink nor eat, because the ants were invading her bowl, now it's mice. This morning I went to refresh my dogs water and food in her bowl, but was greeted with a DEAD MOUSE in my dogs food bowl, with her dry food in it!! But ******* ** **** ***** want you to pay $1,399.00 + their pick of utilities, by the 1st of every month. No grace period or anything. I have been trying to get in touch with Mr. ***** ******, or the Connor Group, this is the regional office of the complex, but no one has called me back yet. They will not let you out of the least either. You have to pay the whole term of lease!

  

  Business Response

  Date: 09/01/2022

  Mr.
  and Mrs. ****** brought their pest control concerns to the property manager's attention early in
  the afternoon when speaking on the phone. The property manager thanked him for
  sharing previous details and assured him that she would personally address and
  resolve the issue. Later that day Mrs. ****** stopped by the office after work
  and was extremely upset regarding the pest control issue. Our property manager tried asking her to
  discuss my plan in the conference room, in which she refused and became
  increasingly loud and aggressive, writing the below statement as we tried to
  calm the situation and share the concern and the plan to address. After leaving, the resident came back an hour later to apologize about her behavior and we were then able
  to sit down and speak with her directly.
  
  The
  following morning, the property manager walked the ****** residence with Maintenance to ensure all
  areas of the kitchen, laundry, and garage were correctly sealed and
  called/messaged the residents to confirm my walk through. The following Tuesday, the residents were added to the Pest Control rotation and gave specific instructions
  regarding placement of traps, etc as we reached out to the ******s to continue
  proper follow-up. Since then, our property manager has spoken/messaged with the ******s and it
  seems that all concerns have been resolved.
  
   
  

• Initial Complaint

  Date:08/03/2022

  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.

  Since the move in to my apartment I have been locked out due management changing the locks with no notification of the change or a reason or keys. Someone from the maintenance staff entered our unit at 2am with no reason as both myself and my roommate were asleep. They mistakenly thought it was another unit. The HVAC has been out multiple times and it has taken multiple days and many attempts at calling the emergency maintenance number for it to be resolved. An email has been sent to keep the HVAC at a certain limit, however, my apts is not working and has gone beyond the threshold. Work had been done in the apartment due to a leak from pipes in the building and after 2 months when they finally begun the work there was no covering to the furniture and debris and dust was covering the floor/cabinets/stove top/dishes/furniture and everywhere that the ceiling work occurred. When I approached property management instead of having it professionally cleaned they had two people that were not cleaners clean the areas with water and rags still leaving a mess behind. There has been an unusual noise in the apartment that we have made known multiple times that someone needs to look at it because it is keeping us from being able to live comfortably, however, no one has been to the unit to service it. The vents have not been cleaned since the date of move in and there is debris falling out of them onto our floor. We have given management notice that this needs to be cleaned and is a fire hazard, but no one has looked at it. Work orders have been closed out when they have not been completed and when someone does enter the unit there is no note left behind of who it was and what they did. Overall the mismanagement of the property has led to an unlivable environment for a “luxury” apartment. Please contact me for further information including videos and photo documentation showcasing the above.

  

  Business Response

  Date: 08/09/2022

  An
  email blast went out to the entire community on our upgrade of doors/lock/keys
  back in April 2022. Community was notified on when and how to obtain keys in
  April 2022. Another
  resident had called and stated the wrong apartment number for active flood, the
  tech was responding to an emergency call. This was explained in person to
  ******* with Manager ******* during a resident meeting. 3
  A/C calls had been submitted, and all three were responded to same day. Management
  personally stayed late after hours to clean apartment and resolve for resident
  same day. For the vents, Cleaning
  and upkeep of the apartment within the four walls is the responsibility of the
  resident as this is their home. The response time to the air filter blowing
  into their apartment was completed 24 hours within of being submitted. The
  noise problem has been addressed. Work
  orders are closed out upon completion. Manager did communicate with tech to
  leave slips of completed work behind. Apartment
  is completely safe and habitable. Management can provide a walk through as
  proof at anytime. 

• Initial Complaint

  Date:08/01/2022

  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.

  Moved out of ****** few months ago and asked about our security deposit- they said “there was a trash can missing and shower curtain rods missing” plus Painting jobs here and there and towel bar missing. All cost us our $315 deposit. We never had a trashcan provided, I have an old email where I asked about it. I bought my own shower curtain rods. Why would I take a towel bar? I had the walls cleaned up of scuff marks and so no idea what was beyond normal wear and tear (we lived there for 2 years so even if we left a small mark, it should count under that). They said I needed to provide photo proof… how can I if these items never existed.
  If I made a mistake I would own up to it- like I had asked about a utility charge on the 2nd of the month (a Monday since they are closed on Sunday) and they charged an extra $150 for late fee which I didn’t fight bc a policy is policy.
  I have lived in different apartments around the country for 8 years and never had an issue and this place was just a nightmare!
  There is no one to contact higher up about this. I was told the person who does the charges is too busy and the answer won’t be any different and there is no further discussion but charging for things that don’t exist is robbery!

  

  Business Response

  Date: 08/30/2022

  The property manager walks the apartments at move out and compare to move in
  checklist. This resident moved out and we had to replace 2 shower rods since
  they were missing and a broken towel rack. We provide trash cans to all of our
  residents since we do valet trash and the trash can was missing. As far as the
  walls there was oily stains that had to be kilzed and treated.

• Initial Complaint

  Date:07/25/2022

  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.

  I moved into ****** ***** ****** on 3/1/2022, that same day I sent a list of move-in items which had not been completed by the management company ("****** ***** ****** - Move-In-E-mail" Attachment) requesting these be fixed. In good faith I continued paying rent assuming these items would be handled and additional maintenance requests that had come up would also be handled.
  
  As of 7/22/2022 most of the items on my move-in list have been ignored despite 22 formal maintenance requests over a period of nearly 5 months. In addition, I have directly called the office staff about these issues on average once every week - for 20 weeks.
  
  Maintenance Staff and Office Staff continue to mark these as "completed" despite never having visited our unit except for very brief, un-productive, stop ins which do not yield any work being completed. I feel very strongly that the landlord has failed to meet their duties from a basic lease perspective.
  
  At move-in the unit was full of dirt and dust, I paid $500 out of pocket for professional cleaning, which took 6 hours. While this does not have to be included in the complaint it is indicative of what I am dealing with here.
  
  As of 8/7 rent is set to increase from $3,099 per month to $3,399 per month - my request is to receive a refund on any of this rent increase during the time period in which the maintenance requests are not fulfilled. I am also requesting a refund of the $500 cleaning costs I incurred at move-in, a blatant oversight by the management company to produce a "rent-ready" unit which I am paying for.
  
  If no resolution can be found on this, I want refunds dating back to the beginning of the lease and to be released form the lease without penalty - in my opinion the landlord has not fulfilled any of their duties and is acting in bad faith, as supported through many conversations with other tenants I've had.
  
  In addition, the "trash" areas of the property are a blatant health hazard, Racoons and Rats are all over the place.

  

  Business Response

  Date: 08/05/2022

  The techs at the propert and ******** has went to **** on numerous
  occasions as the resident requested and we went to the unit unannounced when we
  watched them run into our garage door so we could quickly repair the
  damage.  We have also listened to their issues with the bottom neighbor
  regarding putting trash out the night before and **** apologized and hasn’t put
  our trash prior to pick up since.  We did send out communication to all
  our residents that July has been tough with the Texas Heat index of over 100
  degrees day after day and our number one priority is to ensure our residents
  have air condition.  Emergencies will be the focus as we have 6 out a day
  and believe that is priority.
  
  Unit **** was cleaned by our long time cleaner, Alpher Solutions,
  and during the initial walk with the lease holder **** the move in went
  great.  When his occupant ***** came into town is when issues arose, so we
  did offer our cleaner to do another clean and they refused that service. 
  Our team let them know we do not reimburse for unapproved vendors but would
  have the cleaners come out anything they wanted.  They refused.
  
  Work orders logged done from March – Current in unit ****:
  blind not moving up and down, touch up work they worked, put all new air
  filters every other month, fix garage from what we observed, teched did extra
  cleaning for them, noisy fans in bedroom, want new fire extinguished (hand
  delivered to them), dust in drawers, dust on fans, wash windows, close attic
  top, install screens, hot water in bath faucets
  
  We definitely will have out tech come out to personally chat
  with our resident at **** once he finishes the emergencies today if possible
  but tomorrow at the latest.  We continue to work on making them happy and
  giving to non emergencies the fastest we can in this current situation.

  Customer Answer

  Date: 08/09/2022

  
  
  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.

  Please note that neither ***** nor I was trying to create waves or diminish efforts by the management company or single anyone out, we simply wanted repairs to be made that we thought we'd reached this option only. We are thankful for everyone's efforts to get this resolved and look forward to the rest of our time here.

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

• Initial Complaint

  Date:07/22/2022

  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.

  This company does not keep the property clean and nice. The trash and recycling bins are constantly overflowing, and there is a bunch of junk laying around in the garage. The garage fans don't work, so there is no air flow, making the garages overly warm and dangerous (CO2). The front door to my building has been broken and wide open, allowing pests and warm air to permiate the building. The garage door is open often, allowing anyone to just walk in the building. There are tons of stains on the hallway carpet. There is a spot on the tiled floor in the bottom level that looks like dried urine. It has been there for months. That is just the building.
  
  The company uses very intimidating and predatory tactics to get people to sign documents. They staged a "walk-through" of my apartment. It was not a walk-through but actually a chance to have 2 office people come into my apartment and intimidate me into signing what they SAID was a form to lock in a lower rate in my next lease. I signed that piece of paper thinking I was going to move to another building. So, we didn't know what apartment I would be in, only that I agreed to lock in a lower rate if and when I did move to a new apartment. When I actually decided to move out of the complex instead of going into a new apartment, I was told that what I signed WAS the lease renewal and it was binding. This has happened to many people, so it sure appears as though lies and deceit are company policy.
  
  The employees in the office have terrible communication. They do not typically respond to emails or voicemails. The manager once copied her lawyer on a maintenance request I submitted. That made me feel like having my own lawyer was necessary. However, even my lawyer does not hear back from The Connor Group's lawyer!
  
  Since I have only so much space here, I will end with their online bill payment application, RBS. They do not care if it is accurate, and are not willing to fix any inaccuracies. I have asked 2x and am ignored.

  

  Business Response

  Date: 07/25/2022

  This property and resident have acquired legal counsel. Therefore, all future communication must be in writing from the resident's legal department to ours.

  Customer Answer

  Date: 07/25/2022

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

  I acquired legal counsel in response to my property manager copying their counsel on a work order reply. There was NO reason to copy their attorney in a reply about setting up a maintenance appointment, and I considered it to be a threat and intimidation. Now, I guess they aren't willing to consider my issues.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/20/2022

  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.

  My lease at this property ended June 22,2022. I have yet to receive a final itemization or the remainder of my deposit. I paid a $400 deposit, I was made aware by ***, who bills for their utilities that $365 was being kept for utilities. I have asked numerous times where the remainder of the $400 deposit is as well as itemization. Ohio provides 30 days for deposits to be returned. Also deposits should have yearly interest returned. First I’m told to provide my forwarding address so the itemization and any deposit these can be mailed by USPS. I was then told they emailed me twice which was never received, so then they mailed it. They cannot or will not provide the date this was mailed, or where the remainder of the deposit is.
  I have contacted ***. And requested my final receipt showing I have a zero balance since they are keeping it from my deposit. They have informed me that they have not received the check from the property and cannot apply to my bill until they receive the check. I have been told by ****** ******* that they do not send the check. They send a final statement showing it deducted from the deposit. Upon clarifying this with *** I am again told that the property physically mails the check and once received will be credited to my account.
  This company has a notorious history of sending people to collections and not ethical billing practices. Today is July 19, and I am approaching 30 days without this being settled or my deposit returned and an outstanding balance because of their delays. Or answers to where the check is, when it will be credited, and where my itemization is. They are not going to charge me any additional late fees or forward this to collections as I feel this is the path they’re are trying to take with the delays. Their failure to resolve this in a timely fashion applies to both of these parties

  

  Business Response

  Date: 08/09/2022

  Walk through for this resident was completed on 6/22 as dated on the move out
  inspection. When turning in keys, the resident asked if she needed to be there for final
  walkthrough, which she was informed she did not have to be. Resident turned in
  keys with no concern of not being present. The move in inspection did notate a
  stain on the living room carpet, however, as indicated by her stating she
  checked for a no smoking policy in the lease, the apartment was heavily smoked
  in, resulting in a full carpet replacement. Her final account statement was
  sent twice via USPS and emailed three times. The property did inform her if she wanted to
  be present, she could be, she chose not to be. 

  Customer Answer

  Date: 08/11/2022

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

  Not true and as always deflecting around the questions being asked. There is no policy in the lease I signed stating anything about a smoking policy. Nor am I saying I even smoked in it. You want to make up an “odor” and charge when you have no policy against it. Also, as I have stated numerous times the carpet was trash upon my moving in. When was the last time this carpet was replaced? It clearly was NOT when I moved there, as noted on the move in. The average life of carpet is defined as 5 years. I was there 18 months and it was not changed prior to me. So when was the last time the carpet was replaced? You cannot charge tenants for normal wear and tear and upkeep of your units. To attempt to charge 100% replacement, as if the carpet was brand new and then needed to be replaced, is bull and exactly what you are trying to do, get your tenants to pay for upkeep. If I was there 18 months, your leases are 12 months so the previous tenant would have been there at least that long correct? So that’s 30 months of a 60 month average life of carpet, IF it was even changed then. I also notified them when I returned the keys that I had videoed the entire unit, which clearly shows the state of the carpet, among the others issues from lack of upkeep on their part. Now I’m hit with a charge they claim caused from odor. 
  I contacted them about being present for final walk through so I could rearrange my work schedule to be there and was told I did not need to be there that they would complete it. When was I offered to be there and chose not to???? I was I did not need to be there but there was NEVER an offer that I could be. Which I’ve attached that email.
  The final account statement was received 31 days after my lease ended. One time by USPS. Not sure where the second one went to, unless they’re referring to the one they “sent” when they didn’t even have my address yet, I was told you emailed it twice not three times, and no email was ever received. So your whole statement is incorrect. I had asked repeatedly for the sender email address to filter my emails because it was never received and was only told it came from a do not reply. I also asked repeatedly when it was sent and what date it was mailed USPS and could never receive an answer. 
  also they’re saying the statement I received shows the walk through completely on 6/22. The only date I see says entered on 6/27, where does it say you did the walkthrough on 6/22? What I have attached is the only thing I have received, if that’s what they’re referring to as a final inspection sheet. 
  No I do not accept their response and I want this bogus charge removed. Additionally if you need the video showing the wear and condition of this carpet, I can provide that as well. 
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 08/31/2022

  The property has a no smoking policy. Charges were not made up.
  Attached is a copy of the residents move in inspection showing carpet was not trashed,
  but there was a stain notated in the living room. The charge for the full
  carpet replacement is a result of not being able to get the smoke smell out,
  and that was after painting the apartment and roto vacuuming the carpet. Yes,
  in the email she was informed she did not have to be present. When keys were dropped
  off, she asked again if she was required to be there, and was informed she did
  not unless otherwise notated. She said she videoed the apartment and the
  condition and then left.

  
  Because a forwarding address was not provided, a copy was
  sent via USPS to the address here at ****** ******* (to be forwarded to any
  forwarding address on file with the USPS). However, once the address was
  provided, we immediately sent another copy, in addition to the email copies
  sent over.

  Customer Answer

  Date: 09/12/2022

  I never seen their response. Can this be reopened? 

  No, it is not satisfied they are continuing to lie and not answering the questions I had asked. Furthermore, they state there’s a no smoking policy but yet where are they providing that information?? Never was I informed of any such policy and it is not stated on my lease. And I want proof of this “odor”.  What is on the carpet on my move in was noted as a stain, but was a burned mark or something. The carpet was missing In that area and that is documented on the video as well. I want this charge removed.

   

  I’ve attached shots from the video below showing how filthy and worn these carpets were. This is their attempt at having at their tenants pay for upkeep which you cannot do. The carpets had far exceeded their life expectancy for an apartment. There was no odor. I did not even live there from April on as my house was ready. This entire management company is crooks and that clearly shows from their reviews. 

  
  

  

  Business Response

  Date: 10/06/2022

  Can you please provide
  pictures/videos/documentation showing that the damage to the carpet was
  pre-existing?

  Customer Answer

  Date: 10/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Screenshots from the video I took attached. These have also been provided to them previously during this complaint. Yet, no answers to any questions I have asked. 
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 11/01/2022

  Please respond with timestamped photos.

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am attaching time stamped photos. This is also the THIRD time photos have been provided. 
  
  Sincerely,
  
  
  
  ******** ****

  Customer Answer

  Date: 11/03/2022

  Attached are timestamped photos again. Please let me know if they did not attach and I will email them to the email you provided 

  

  Business Response

  Date: 11/08/2022

  These photos are time
  stamped for June. These are time
  stamped from when she moved out. Proving that it was not pre-existing.