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:07/23/2024

  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.

  The service and quality of living conditions at Gardens was too low to continue residing there, after receiving some temporary hearing damage from one of their fire alarms (which went off frequently, about once per month due to boiler room issues, and were inescapable.)
  
  After leaving, I had to send multiple emails to get information about my missing deposit. ~3-4 months later, I got a pdf for cleaning fees that totaled the exact amount as my deposit, and included things such as, "shower cleaning" and "shower tub cleaning" as separate line items. They might as well have charged us for "cleaning the north wall, east wall, south wall, and west walls.
  
  To be fair, we did NOT vacuum or mop before we left, because I was instructed not to by the staff on two separate occasions (because I sought confirmation.) I did fill in all the holes in the wall, as instructed, before we left. I did my best to follow instructions from the staff.
  
  To make matters worse, Gardens at Cherry Creek charges a cleaning fee to new residents upon move in, so they shouldn't be able to charge people at move out and at move in (as a note, we actually got a rent discount one month because they did such a poor job "cleaning" our apartment before we moved in.)
  
  Illegal or not, their behavior is immoral and contributing to the degradation of the fabric of society. We shouldn't let companies behave in ways that would get an individual thrown in jail or otherwise beat within an inch of their lives. This needs to stop.
  
  I would like half my deposit back to cover the deceit, and the other half back to cover all of this writing and subsequent legwork to get my own money back. I should ask for interest because I would have to pay interest if the tables were turned.

  

  Business Response

  Date: 08/14/2024

  The individual line items on this former resident's final account statement outline the specific charges for the necessary cleaning that took place upon move out. The property also does not have a "move in" cleaning fee and is not an item listed on their ledger. The former resident also stated to the property via text that they "feel bad leaving the floor unvacuumed before we left, but our vacuum cleaner decided to die as we were moving out". Any concessions granted by the property to the resident are due to management holding themselves accountable and doing right by the residents. The final charges will not be adjusted.

  Customer Answer

  Date: 08/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. Did you read it? They said I admitted not vacuuming like they had won some kind of prize. They charged me for cleaning specific items in the apartment, notably, not so much the floor.
  
  I was told by staff on two separate occasions that I did not need to clean, but needed to spackle any holes in the wall, which we did. 
  
  Connor Group has been extremely difficult to make contact with and was very late to send out their refunds. My neighbors also had an issue getting their deposit and had to try many times to finally get it. This is clearly part of Connor Group's business model, and if not illegal, is extremely immoral.
  
  If I am not properly reimbursed, I will reclaim my value in other ways. I've tried to be fair, and it's no longer acceptable for companies to push around individuals. We should not allow this to continue anymore. These are bad people. Period. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/15/2024

  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've been paying for 2 parking spaces for over 2 years. A new tenant moved in and they have them one of the spaces I've been paying for. They have owned this property for 9 months and still can't figure out the parking lot. I will no longer pay for either spot since I could come home and my other spot could be given away at any time. I expect a reimbursement for July of $70 and don't bill me for them again.

  

  Business Response

  Date: 08/14/2024

  This complaint was filed under previous management. The matter has been addressed and resolved under new management by adding an additional parking space for the resident.

• Initial Complaint

  Date:07/08/2024

  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.

  Horrible conditions. I have many pictures. Entry/exits gates out of order. Robberies/Burglaries. Homeless in restrooms. Pool gates don't work. Non residents use pools and dump trash on weekends. Package room a mess with rotting food delivery boxes and bugs.
  Dirty/moldy HVAC. Gutters clogged so a flood each heave rain.

  

  Business Response

  Date: 08/02/2024

  The resident came to
  the agreement with our council and the office on a move out date of August 11, which has accepted in the office.
  
  Items in her
  complaint below have all been addressed by the property and are not current
  issues. She has continued to file frivolous complaints with Pinellas county for
  the pools that were also proven to be baseless. 

  Customer Answer

  Date: 08/02/2024

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

  They gave me a 30 day vacate notice on July 9th. This was 48 hours after I filed this complaint with the BBB. (Attached) 

  i filed a Emergency Injunction to Halt Evection/30 Day vacate notice on July 24. (Attached) 

  They sent me an “agreement” that I did not agree to nor did I sign.
  

  I maintain the position of a 90 day period to secure replacement housing. My 84 year old handicapped mother is also on the lease and lives here with me. I will vacate the property by October 31, 2024. 
  

  Also attached is a recent picture of the green algae in a pool.  

  **** **** 

   

  Customer Answer

  Date: 08/02/2024

  They gave me a 30 Vacate Notice on July 9th. This was 48 hours after I filed this complaint with the BBB. 
  

  I filed an Emergency Injunction to request 90 days to Vacate on July 24. 
  

  they presented me with a several page “agreement “ that I DID NOT agree to nor did I sign it. 

  

  Business Response

  Date: 08/14/2024

  This resident's tenancy will expire due to multiple lease violations.

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in Carmel Center Apartments in Carmel, IN from Sep 2022 - Jun 2024. The Connor Group took over management of this property in Nov 2023.
  During my residence, one set of blinds stopped turning/opening because of repetitive use over time. I requested my blinds be fixed at my final walk through. Maintenance failed to fix them.
  I had my final walk through of my apartment on May 28, and my last day of possession of the apartment was Jun 7. I was present for the final walk through with at least one property manager (*****) and another woman. Both confirmed that they did not note any damage and the walk through was complete. While following up about my security deposit return on Jul 3, property manager, *******, told me I was being charged $100 for blinds. Later that day, I spoke with property manager, *****, that claimed that because I was the occupant of the apartment while the blinds lost function, they held me liable.
  On page 1 of the lease renewal I signed in Sep 2023, it states, "In the event you shall fully
  and faithfully perform and keep the terms, covenants and conditions of this Lease Contract and return the Apartment to us at the
  expiration or termination of your tenancy in as good and clean a condition as they are in as of the commencement of this Lease Contract, ordinary wear and tear excepted, then the security deposit,
  or the appropriate portion thereof, shall be refunded by us to you." It also states, "Reasonable wear and tear shall not include breaks, holes,
  scratches or burns in any surface, fixture or appliance..."
  The blinds had absolutely no breaks, holes, scratches, or burns and absolutely no visible/external damage -- the track stopped turning over time. Both ******* and ***** failed to explain how this was not reasonable wear and tear. My lease states that I am entitled to that $100 of my security deposit.
  I made a separate complaint against Carmel Center Jul 3. I don't want a refund from both, just 1 $100 refund

  

  Business Response

  Date: 08/08/2024

  This former resident has been in contact with our legal counsel. She is not owed a refund for her blinds.

• Initial Complaint

  Date:06/24/2024

  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 rented from The Connor Group in Denver Colorado at the building "Outlook DTC" - In march i was offered a new job out of state and had to move - i notified the front desk agent on 3/1/24 and they told me to come down to talk to them. 3/4/24 i have the meeting and am told that i cannot get out of my lease as they have a "no lease break clause" in the lease - i asked where that was stated on the signed document and they told me they actually dont put it on the lease. I stated that since it was not on my lease i am not obliged to honor that rule. They tell me i have to either find my own person to rent too or pay the remainder of the lease by month or i would be sent to a collections agency. I spoke with a renters attorney and have been told that this is an illegal practice and per colorado renters laws i am protected from undo cost upon myself. I have paid rent until 6/1/24 as i can no longer afford to pay it plus my new rent in my new city. As of 6/21/24 I have still not gotten my security deposit back and I am still being told that i will be sent to collections for the whole amount of remaining rent (6 months). my lease ends 10/24/24. The only thing i am being told is that if i dont like how long its taken them to find a tenant than i can do it myself (it has been over 3 months since i left, still no takers for it). They state that they dont list apartments by # to rent just that its when someone picks it, i dont believe they will find someone until my lease actually expires

  

  Business Response

  Date: 07/24/2024

  Resident signed annual lease that expires in October. 
  He was given a new job out of state, and we advised that there was no lease
  break policy in the lease.  He had been paying MTM until this last month
  where he failed to pay for June. We have had his unit available and have shown
  his unit to prospective residents. However, none have signed a lease agreement
  with us.  As such, he is still responsible for the rental agreement. 
  We have moved him out since he has vacated the property, and he is failing to
  pay his rent. His FAS to accounting and final account
  statement processing.  However, management was very clear that he is responsible for the
  total lease.

• Initial Complaint

  Date:05/22/2024

  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.

  4.29.24 Move-In Date; 5.7.24 actually started residing at residence.
  Major security concerns with some windows not locking and the front door is rotted through all the way across the bottom!
  Water damage in both bathrooms which has clearly been patched and painted numerous times. The Master Bath was more severe and after just living here for not even 2 weeks the shower leaked down through the celling into the first floor kitchen. No call was given to notify me they were entering to do the repair after I requested a professional look at the damage. I sat at work all day not getting any response to my shower leaking through the ceiling! Came home to a big hole in the ceiling and a fan running to dry it. Now I am contacting Dept. of Health to get a mold inspection because the Leasing Manager provided pictures of the area they cut out of the drywall BUT they just patched and painted the area that had visible, previously existing water damage. I am also allergic to mold not to mention that's a huge health concern.
  Leasing Manager noted new carpet on walk thru paperwork... carpets were coated in cat hair once I realized how unclean everything was and started cleaning. (I spent the days prior to occupying the residence cleaning and have been doing so non-stop since because it was filthy! I have now vacuumed 4 times and am still getting large amounts of hair, 2 times with new filter. Not to mention the cat hair that is painted into areas that were actually painted AND the cat hair sticking to walls and other surfaces. I am highly allergic... not sure what they are using that $700 nonrefundable pet deposit (plus $70 monthly pet rent) for but it sure is not being utilized to clean/sanitize the unit for a new tenant.
  With the health and safety concerns plus the overall condition of this unit I tried contacting Connor Group to inform them. I'm paying $2007.87 to live in a run down, poorly managed property with serious health and safety risks!

  

  Business Response

  Date: 10/15/2024

  Per this former resident’s application acknowledgement form, the lease is a legally binding document for the duration of the dates listed. We do not have a lease break policy. Maintenance had entered this resident’s unit to fulfill and repair her maintenance requests. She had skipped out on her lease and the matter is in the hands of our legal team.

  Customer Answer

  Date: 10/16/2024

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

  I obtained legal counsel prior to exiting my lease to ensure I was legally doing so. My Attorney sent a Demand for Repair letter to The Connor Group on June 27th and and noted if the repairs/issues were not adequately addressed by by July 18th I would be exiting the lease. All the Ohio codes and laws were clearly cited in the letter. 

  No further action is required by BBB as I now have legal counsel handling all complaints I had with the Connor Group. 

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

• Initial Complaint

  Date:05/01/2024

  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 we were approached by managment 6 months out from our lease ending, about an annual inspection. They decided to come after business hours and sprung a renewal lease on us. Stating that they can’t promise us a place to live unless we sign and that’s there’s just too many people wanting to live there. I had told Debra that I didn’t want to sign and she continued the threat of not having a place to stay. Now today I got relocated for work. I have to leave in two months which is after my original lease end date. I called to talk about options this morning and was greeted with “you cant do anything about it. You already signed another lease!” Once I asked to speak to someone else or another manager Debra hung up. I called back 3 more times and continued to get hung up on each time. Just to add to it we’ve logged that our AC is out and have holes in the ceiling from water dripping through 7+ months ago. They refuse to fix it.

  

  Business Response

  Date: 05/13/2024

  This leaseholder and his
  roommate have renewed their lease with the property. He is wanting to break the
  lease and leave; however, the roommate has no concerns. There is not have a lease break policy. Per the
  application acknowledgement form that both lease holders signed, the lease is a legally
  binding document for the duration of dates listed. Due to Fair
  Housing Laws, we cannot make exceptions regardless of circumstance. 

• Initial Complaint

  Date:04/29/2024

  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.

  well. I am writing to seek your advice on a pressing issue regarding my lease agreement with Sonterra Blue Apartment. I believe there have been significant breaches of our agreement, including the provision of necessary repairs and maintaining a safe living environment.
  I have evidence, in the form of date-stamped photos, showing that certain documents related to the lease were illegally altered. This includes leaving key sections blank for legal purposes, only to have them filled in by staff at a later date. Furthermore, there have been discrepancies regarding the monthly installments, with changes made by a new property manager without prior notice.
  Additionally, I would like to bring to your attention the imposition of excessive late fees that were not stipulated in the original contract. Despite my concerns and attempts to address these issues with the property manager, I have faced resistance and lack of cooperation, which I view as a form of retaliation.
  I have gathered documented proof of the apartment's neglect of required repairs, leading to concerns about safety and health risks within the premises. This situation has not only caused inconvenience but also resulted in a decline in living conditions impacting my well-being.
  Moreover, the retention of my security deposit without proper communication or justification for a prolonged period of 6 months is deeply concerning. Despite my repeated attempts to engage with the relevant personnel, including Alexander J. Sibilsky from the Corporate Counsel Office, I have yet to receive a satisfactory resolution.
  I would greatly appreciate any guidance or support you can offer in navigating this situation.
  Thank you for your attention to this matter. I look forward to discussing this further with you

  

  Business Response

  Date: 05/20/2024

  To
  Whom it May Concern:
  
              On
  behalf of Sonterra Blue Apartments (“Sonterra”) and The Connor Group, we refute
  *** ********* accusations with sincere indignation. *** ********* complaint and
  its grievances are emblematic of the machinations she has contrived to evade
  her leasehold obligations and escape her unpaid balance. For the following
  reasons we respectfully ask that the Better Business Bureau remove *** ********* complaint.
               *** ********* accusation that, due to our neglect, uninhabitable living conditions
  exist/existed in our community which resulted in her personal injury is
  baseless and defamatory. Nowhere in our extensive resident file, including text
  messages, emails, and recorded phone calls, is there any evidence supporting
  *** ********* claim. Moreover, *** ******* has failed to provide any evidence
  of her own to substantiate these allegations. Due to this lack of evidence, and
  the disproportionate risk of irreparable injury to our reputation, *** ********* complaint must be retracted to avoid the necessity of civil action on
  the grounds of defamation.
              Contrary
  to *** ********* unsupported accusations of excessive late fees and fraud, her
  resident ledger, which documents every charge and fee levied during her
  residency, reveals that *** ******* was accurately and consistently billed in
  accordance with the terms of her lease agreement. Again, *** ******* is
  maliciously misrepresenting indisputable facts, without proof, at the risk of
  damaging our business, in her effort to compel our acquiescence and release her
  from her financial obligations.
              With
  that said, it would be hypocritical to rebut *** ********* accusations by
  asserting that her complaint belies ulterior motives, being her desire to shirk
  her contractual and legal duties, without providing evidence of our own. As
  such, the following summary of events is provided.
              On
  July 14th, 2023, *** ******* executed a renewal lease agreement, for
  a period of 12 months to rent a first floor one-bedroom apartment, with a yard
  and to make monthly payments of $1399, each month, upon the 1st of
  the month, without demand until the cessation of its term in December 2024.
  Later, *** ******* specifically requested the apartment include new carpet to
  accommodate her allergies.
              On
  December 6, 2023, Sonterra notified *** ******* that her first floor
  one-bedroom apartment, with a yard and new carpet would be available for
  move-in on December 14th. Then on December 9th, 2023, Ms.
  Toliver skipped without notice.
  Significantly, at the
  time *** ******* abandoned her unit (which she acknowledged responsibility for
  in a recorded phone call) her December rent had not been paid. Plainly, *** ******* not only broke her renewal lease agreement, but she also failed to
  fulfill her leasehold obligations under her original lease. As a result of her
  actions, and in accordance with state law, *** ******* owes Sonterra a
  considerable sum.
  Thus, it is this debt and *** *********
  desire to be released from her contractual and statutory obligation to pay it,
  that is the impetus for her complaint. Moreover, by submitting the complaint,
  *** ******* seeks to exploit the Better Business Bureau for the purpose of
  coercion by defamation. Therefore, in the absence of any evidence provided by
  the claimant to support her allegations or refute ours, we respectfully request
  the retraction and removal of *** ********* complaint.   

  Customer Answer

  Date: 05/20/2024

  Complaint: ********
  
  I am rejecting and declining this response. I wanted to bring to your attention some pressing issues I have been experiencing with Sonterra Blue Apartments. I have thoroughly documented all interactions and agreements with the company since the inception of my lease.
  Unfortunately, Sonterra Blue Apartments has failed to provide the apartment that was promised upon signing the lease agreement. Despite submitting a 60-day notice to vacate, the company has been unresponsive to my requests for assistance. Their conduct has been unprofessional, with multiple maintenance requests going unfulfilled in a timely manner, as well as alterations made to signed documents without my consent, which is illegal.
  I have attached fraudulent lease agreements, along with evidence of the apartment's unsuitability, validated by medical professionals due to allergies. The company's refusal to provide documentation on completed work orders and their disregard for tenant rights have further exacerbated the situation. Despite my efforts to address these concerns with management, the lack of cooperation and excessive late fees not outlined in my lease agreement have left me with no choice but to seek resolution through legal channels.
  I have only been able to attach approximately 10% of the documentation from Sonterra Blue as evidence, due to the limitation on file submission to the BBB platform.
  Thank you for your attention to this matter.
  Warm regards,
  ********* *******

  

  Business Response

  Date: 05/23/2024

  Sonterra delivered the exact apartment that *** *******
  desired on December 14, 2023, on time and as promised. Unfortunately, *** ******* skipped without notice on December 9, 2022, after engaging in numerous
  conversations with Sonterra discussing her first-floor apartment with a lawn,
  after executing a renewal agreement and after acknowledging the consequences of
  breaking her lease. It is irresponsible to call the lease agreement
  “fraudulent” because the person filling in the dates for *** ********* garage
  mistakenly wrote 2023 twice. An immaterial error by any standard.
  
  Again, engaging in a discussion about work orders, 60-day
  notices, changes to a signed contract are irrelevant and only submitted for the
  purposes of slander and duress.
  
  This is not a complicated story – two people signed a lease
  – they broke their lease – they are now trying to reframe the past and play the
  victims, when in fact, the we are the only party who suffered damages.
  
  Plainly, *** ******* broke her lease, she owes us rent, and
  these consumer complaints are just her most recent attempt at not paying it.
  
  In close, we ask the BBB to not be complicit in Ms.
  Toliver’s scheme, or be her means for defamation, and delete her “complaint.” 

• Initial Complaint

  Date:04/22/2024

  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.

  The management company fraudently is claiming excess damages for things i specifically have been told in a recorded conversation were considered normal wear. I was charged 100 dollars for two drops of detergent, 775 (rightly so for) the carpeting, several hundred dollars for the paint issues i were told are a non issue. I can provide all of the documentation, recorded call, and pictures at move out. This company has tried double billing us in the past and this was the breaking point for us. remaining documents are video and audio files.

  

  Business Response

  Date: 04/23/2024

  November 13th 2023, the former property manager asked to do this former resident's annual walk through of their apartment which they declined. They refused for management to enter the apartment prior to their move out date. No associate entered their apartment prior to them moving out and neither leaseholder asked for management to review the paint or damage areas prior to them moving out.
  
  The other leaseholder asked about paint colors on March 27th in an email. The manager responded “And you don't need to worry about paint touch up, the guys will do that. As long as there's not drywall (like a punch hole) you won't be charged for anything that is normal wear and tear on an apartment.”.
  Dog scratches on the wall are not normal wear and tear on the apartment and are considered damage. In the unit, there was damage from the pet to the entry wall, the front door, the side wall in the hallway on both sides. There was additional damage on the trim around the corners of where the dog scratches were.
  
  Per the video that the former resident took while walking into the office, he asked about the paint and staff responded that “we don’t charge for normal wear and tear as long as there’s no dry wall damage” The former resident also cut off the video right when the associate was asking to set up a walk through of the apartment prior to moving out with the property manager, in which the former resident declined.
  
  Please see attached the condition of the apartment 347 at Move Out with attached photos along with the Final Account Statement and Sherwin Williams quote for the carpet replacement.
  Per the concerns around the charges of the cleaning of washer and dryer, you can see that he was only charge $80 for both appliances (not $100 he states) and you can see in the photos that there was beyond just 2 drops of detergent for both the washer and dryer. The carpet replacement total was 789.36 and we only charged 347 $750.00
  See included the ledger for 347 to show he was never double charged him for anything either.
  
   As you can see the apartment was not left in move in condition after the residents vacated the apartment. And the resident had the opportunity to walk the apartment with management prior to moving out but refused. 

  Customer Answer

  Date: 05/03/2024

  Hi I didn’t not receive any response other than they will not be modifying/reducing the charge despite the attached and conversation we had verbally (recorded) stating the same as the email

• Initial Complaint

  Date:04/19/2024

  Type:Facilities 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 mom has lived in this complex 14 years and recently there has been flooding in the bedroom, closet, and bathroom when it rains. My mother has no immune system and cannot be living with mold and must. Maintenance has been here to suck up the water but it is not fully dry and my mother is unable to sleep in her bedroom. There is mold growing under the stove and nothing is being done about this.

  

  Business Response

  Date: 04/29/2024

  The resident
  has been transferred to a different apartment. Once management realized the leak was
  also in the kitchen and that there was mold, they were transferred the same day.