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

  
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  Allura Las Colinas

  6445 Love Dr Irving, TX 75039-4079

• 

  Drexel at Oakley

  3827 Paxton Ave Cincinnati, OH 45209

• 

  Northwoods

  99 Antelope Way Columbus, OH 43235

• 

  The Connor Group, LLC

  1172 E Broadway Highland Station Louisville, KY 40204

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:10/23/2023

  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.

  I am expecting $300 security deposit. I was a tenant at The Estates of New Albany for 3 years. Ideally the property office manager schedules a day to do "annual walk through" and each year I was told how clean I kept my apartment (even by maintenance) right before they began to give me their resigning another lease spiel. If an actual walk through was done, I presume rather than being told that my apartment was kept nicely, that I would have instead been advised of what needed to be done as far as repairs/damages that were my responsibility to tend to and not offered another opportunity to renew my lease. I have supported videos and photos from when I moved out.
  As you will see there are obnoxious and repetitive charges they are trying to pin on me.
  
  Multiple carpet fees
  Wall repair fees (I have a video of me trying to wipe down the walls and the bucket water was turning white from the paint coming right off, Holes from tv mounting were smaller than a dime just like they advised me upon move in)
  Another RBS Charge for what I already paid and expecting compensation for seeing as how i was not there for a full month and was shorted service of the internet/cable package that i was forced into and pay
  microwave, fridge, oven, pan fees! My Grandmother assisted me with cleaning out the unit and I personally made sure there was no leftover food in these and am certain they can't adduce any proof that states otherwise. My grandmother cleaned out that freezer herself and cut her finger in the process which cost us a bill to Urgent Care (we have the discharge papers/bill for the visit as well) and they want to imply they did $75 worth of cleaning ?!?
  This is clearly extortion and flat out greed!
  When it comes to what I am expecting, I am expecting my full security deposit back and these ridiculous and falsified charges to be dropped
  Tried to upload video but it won’t allow

  

  Business Response

  Date: 11/13/2023

  This former resident did not leave her apartment clean. She was
  charged for the items that are listed on her FAS with picture documentation.
  She also turned her keys in a day late “to finish” cleaning. She was upset with management the week before move out because spectrum canceled ESPN for a couple of days
  and management wouldn’t give her compensation for the inconvenience of her bulk
  internet/cable package. The former resident refused to leave the office and spoke to prospects
  in the leasing office telling them not to move in here because management “steals” money. 

  Customer Answer

  Date: 11/14/2023

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

  This bitter response deflects my entire complaint. The response not only disregards, but does not even mention any of the obnoxious charges, does not provide proof of anything that was left “uncleaned”, and is more so fixated on retaliation for being called out on their poor customer service! I fail to see what me going to the office after a staff member hung up on me (nice job leaving that part out) when I inquired about their scam of a bundle package has to do with this complaint. Let’s not forget to add the part where your staff tried to lock me out the office and in doing so, also locked out a potential future resident who was scheduled for a tour which led to me putting in my input of my 3 year experience in the first place. Let’s also talk about how a family moving in from India was stranded outside their apartment because of this staff’s incompetence and I had to help them get in contact with someone as the mother cried on my shoulder with her 2 children wondering where they were going to stay until they got their key. If you’re going to attempt to paint me as the aggressor make sure to tell the whole story rather than leave out the part that makes you look bad. Your poor ethics make your establishment look bad not me. In my 3 year stay this place has never had any issues with me and would tell me every year that I kept my unit so clean. Now that I left, all of a sudden I’m such an awful tenant. 

  Back to the ORIGINAL complaint. I have video and pictures that support that I did my due diligence. Where is yours that says otherwise?

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

• Initial Complaint

  Date:10/16/2023

  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.

  We have had issues with our heating and cooling since July. We opened our first ticket on August 4th on the website as instructed and none of those tickets were ever acknowledged. We only did that after multiple complaints were made with the office prior to that. There were multiple people who came to fix it on the weekends when we called the emergency number and they all said there were different issues. The AC was never fixed and never worked consistently . When the weather turned cold the first week October we realized the heat doesn't work either and again went to the office and complained. They said they put in a ticker and someone would be over the next day. No one showed up and went back today and were told since the weather hasn't reached a certain level it is not an emergency and we would be put on a list. We have not had HVAC for over 2 months!!!

  

  Business Response

  Date: 10/26/2023

  The leasing office has only had 2 work orders for this resident. One in August for her AC, and one on
  10/10 for heat that was repaired the same day. The property manager reached out to the resident to give her her personal email if she had any further issues to address. The resident verbalized that she did not have any outstanding issues.

• Initial Complaint

  Date:10/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking assistance as my apt complex has failed to provide reimbursement for electric bills that have accrued due to a faulty hot water heater (HWH) in my 700 sq. foot apartment.
  I am a resident of the Connor Group's apt complex, **** ********* *** ** ******** ** (1660). My unit contained a faulty HWH; and ultimately, it caused my electric bill to go through the roof. The HWH could only provide ~10 minutes of lukewarm water before it was cold water. When I attempted to communicate my concerns for a steep electric bill and a nonfunctional HWH, to the apartment leasing office, I was told by leasing office, "the HWH does not use electricity"; despite the fact that when I moved in, my welcome packet stated, "100% electric home" and printed on the unit in my apartment "electric HWH." I submitted a request for the broken HWH on 8/25/23 via the proper channels for maintenance requests. After repeated requests & calls, 1660 fixed my hot water heater on 9/28/23--more than a month after the initial request.
  Listed below are the bills I received from the electric company:
  Bill for 6/23-7/25: $305.74
  Bill for 7/25-8/24: $372.35
  Bill for 8/24-8/25: $528.14
  After the HWH was fixed, my daily electric usage dropped tremendously.
  Usage for 9/20 (day prior to repair): my daily usage of electricity was $17.10. The 1st full day with the repair (as the unit was fixed the evening of 9/21), 9/22, the TOTAL electric usage for my apartment was $2.19. Informing me the elevated electric bill was in fact secondary to the broken HWH. The estimated electric bill for the next cycle is $69-$84. Using the upper limit estimate, 1660 Peachtree owes me $954 due to the broken appliance.
  I met with the regional manager, on 9/28, who provided in writing that this would be covered by the company. I have not received any responses from the regional manager after leaving multiple messages via phone and email. I am requesting the BBB to assist in obtaining the refund of $954 from 1660. Thank you.

  

  Business Response

  Date: 10/24/2023

  This resident was sent a concession for $700 to be reflected
  on her November’s Rent. 

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response as an unnecessary clause exists in the official documentation the connor group sent regarding the $700 reimbursement. Included in the proposed documentation, it states, "If the lease terms are not fulfilled, the resident will be responsible for repayment of the promotional special. Furthermore, the resident agrees that the amount may be deducted from the security deposit." I am requesting said statement be removed from the documentation as this is a reimbursement and not a promotional special. Additionally, the reimbursement for the energy bill has nothing to do with my security deposit as this was failure of the connor group to provide a functional hot water heater within in my apartment unit.
  
  
  
  Sincerely,
  
  
  
  ********** ******

  

  Business Response

  Date: 11/20/2023

  Management has adjusted the text on this resident's concession form and she has signed. She has been given a concession of $700 that will be on her December ledger. 

• Initial Complaint

  Date:10/06/2023

  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.

  Repair the property as required by state law for property management companies.

  

  Business Response

  Date: 10/16/2023

  The
  leak to is A/C has been fixed and the work order was completed the same day the resident made the request. The lead tech onsite has rechecked the unit and there is no
  active leak at this time.

  Customer Answer

  Date: 10/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The lead tech did not fix it same day as my pictures prove that are geo located and time stamped this was an ongoing issue extending well over a week with one of their "repairs" disengaging the float valve by shoving a piece of PVC under it causing mass flooding of the unit.

  I had to make the final repair personally, removing a massive amount of mold, also seen in a photo listed above. Not the Conner Group.

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

• Initial Complaint

  Date:09/27/2023

  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 name is **** ****** and I'm at the Flats Perimeter here in Dunwoody GA. My lease is up at the end of December, and my 60 day notice is due October 21. Leasing agent Janae has basically been harassing me about hurrying up and making a decision to resign the lease, because my unit is popular and other people want it. She also stated that they have the ability to decide to not renew my lease even before my 60 day notice. This is highly unprofessional! My rent is current over $3k a month and I shouldn't be treated this way. She has no right to harass me before my lease is up and threaten me about putting someone else in it because it's a popular unit.

  

  Business Response

  Date: 10/09/2023

  The management team met with the resident regarding her renewal. She informed us she would need to check in with her
  boyfriend and get back with us. 24 hours later, management called the resident to ask her if she
  was ready to stay longer and that she is in a Hammond, the most popular
  floor plan and they would love to keep her for another year. The manager did attempt to speak with her 9/26, but she left the
  office and did not want to discuss anything. 

• Initial Complaint

  Date:09/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The connor group management took over the management from the old company and my lease was up for renewal soon. The entire process was unpleasant with constant door knocking and calling within few day when I still had 2 months time to sign the lease. When I told them to renew for 8 months they agreed but quietly added a internet utility clause to the renewal along with other utilities. I did not realize this until I saw the utility bill which is included along with other charges. When I reached back, he showed me the agreement and when I asked why I was not ordered or sent a device in the last two month, the guy in the front responded by saying I usually do it but the person you worked with did not and has left the company. I have been forced to switch from google fiber internet which I like as I work from home and the quality is far superior to spectrum. When i called spectrum, the rep confirmed it a corporate account and they should send you the device which did not happen for 2 months until I walked in yesterdays and asked. The guy in the front customer care does not respond and keeps avoiding questions and took no accountability. I have to now pay two months services I have not used or wasn't aware. The charge is approximately $196. I request you to get me this or get me some concession back. I have visited the leasing office twice and called customer service with no help. Nobody is available to even talk beyond the guy sitting in the front and are sitting in closed offices. When they wanted to renew, they kept knocking on the door randomly and kept calling giving me no time. The practices are absolutely shady and someone had recently put up print out of their reviews across all buildings which they realized and finally removed it from all places in the apartment building. None of the service request are dealt with properly. I can't wait to get out and most residents are unhappy based on my conversation around the building.

  

  Business Response

  Date: 10/24/2023

  All residents were notified that the property was changing to
  Spectrum in March 2023. It is clearly stated on the utilities addendum
  with all charges outlined. 

• Initial Complaint

  Date:09/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a guarantor on a lease which ended on June 5, 2023 at Somerset of Deerfield in Mason, now owned by the Connor Group. After move-out, the renter received 2 photos with no explanation stating that the countertops were damaged so there was additional billing. The dispute is still going on! ******* is trying to say that there was a detailed estimate sent, but there wasn't. And clearly these countertops were PAINTED! They are not "real" countertops. DO NOT RENT FROM THESE PEOPLE! THEY WILL ATTEMPT TO JAB YOU FOR EVERY CENT THEY POSSIBLY CAN!!!!! What a terrible company to deal with - as if the cost of renting isn't bad enough already!… I want the charge of $300 to be dropped & they can keep the deposit (I think it was $250). This apartment was taken care of very well & was extremely clean at move out - much better than move in. Even one of Somerset's staff visited for an inspection & said they appreciated the apartment being taken care of so well. Stay away from anything owned by The Connor Group!

  

  Business Response

  Date: 09/25/2023

  The counter tops were chipped and had to be refinished. The property manager sent 2 photos showing the chipping. The manager has already negotiated the remainder of the resident's balance to be removed. She doesn’t owe Somerset any money at this time. The
  previous resident does owe her RBS bill. 

  Customer Answer

  Date: 09/25/2023

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

  One of the marks was their before move-in - previous management apparently did not mark the file like they said they would.  I do not see any other chips in the PAINTED countertops.  Any wear on the poorly & literally painted countertops was NORMAL wear and tear
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 09/25/2023

  Management has requested multiple times for the resident to show proof that the countertops were damaged upon move in, but the resident has yet to do so. The charge will remain until the resident can provide proof that they did not damage the countertops.

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was not the renter, but the guarantor on the lease.  However, I was PRESENT at move-in and that countertop damage was there then.  If the former management of Somerset did not mark the file like they told the renter they would, we have no control over that.  I am willing to sign a notarized affidavit stating the damage was present at move-in.  I am not trying to get out of being responsible for something I or the renter did.  This is not the case at all.  The renter had a similar experience when they rented from a Connor Group apartment complex previously.  She looked for an apartment complex that was NOT owned by the Connor Group because her & I both know they are a shady, sneaky, group that we did not want any part of.  Then a few months after the lease was signed, a notification was received that Somerset was bought by the Connor Group.  Plans were IMMEDIATELY put in place to move at lease end.  The Connor Group also needs to admit that the countertops are PAINTED - they are not marble, or formica, or anything that can withstand normal wear & tear.  The burn mark was already on the countertop.  The burden of proof should be on the Connor Group to PROVE the damage was not reported at move-in.  I stand by my word that the former owners/management was informed of the damage.  Again, if they did not make a note in the file, it is not our fault
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/20/2023

  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.

  I moved into the boulevard Dec 27 2022. At that time range water were the owners. In early February a letter was at my door saying now Connor group are the new owners. During that time I was verbally asking for them to come out because I have silverfish. They said they would get someone out to spray. Now that back and forth went on for about a couple months then I stopped hearing from them. Eventually the silverfish got so bad they were eating my belongings. There was a change in Staff after the first when connor took over. I was sending constant maintenance and emails to do something other than spray as it's obviously not working. I was home one day when the maintenance man came by to spray. I talked to him and said something more needs to be done and we need to find the source. They then put out traps and diometaceous earth along with still spraying neither of those worked either. I eventually called termix because I was going to have them come out. I asked the management if I would get reimbursed if I did that and they ignored me. They said they will be spraying twice a week. All my things are packed up to be out of the cupboards. I can't have towls or rugs or cloth shower curtain in the bathroom. I ended up having to put my bed in the living room to make room for all my things that were pack and also because that is the main place the silverfish are are. I've had to purchase Bug proof bins and also through my stuff away that they chewed and pooped on. Now the maintenance man is spraying so carelessly going on my counter tops and stove in my sink when there is dishes. This stuff is white and very hard to get off of surfaces. And now I can't even safley use my cooking area. I have asked them for compensation having to live like this and also to terminate my lease early as the broke it. They ignored me and said they are doing what they can. It's now been 8 months and the silverfish are still here. They said they are going to be taking action. Now after 8 months????

  

  Business Response

  Date: 09/25/2023

  This resident contacted the office the week of Aug 11th voicing concerns of pests within her apartment. The property manager had out tech out to the
  apartment the same day. The tech found no signs of pests during the visit but
  sprayed the apartments as a preventative. Since the initial visit maintenance has continued to provide treatment 2 times weekly at the resident's request and have
  continued treatments without finding signs of an infestation or any pest alive
  or dead during the treatment. This has been communicated to the
  resident, but the property has also requested she continue to keep communicating with us to provide
  the service.
  
  On Monday 9/18, due to the duration of time the property has been focused on the resident's pest concerns, the manager has requested a specialized trainer to
  visit the residents unit with our tech and evaluate the situation. This trainer
  also found no signs of infestation or any pest concerns within the apartment.
  
  The property has continued to follow up, provide treatment at the
  residents request during the times she specified. 

• Initial Complaint

  Date:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have moved out of an apartment at the District at Linworth early due to what I call conditions that are gross and unhealthy and unfit. I have paid my rent and all the other fees that they require because I understand I am obligated. I cancelled my wifi on August 2, 2023 and have been charged for August and September. I am also paying pet rent for a dog that hasn't lived there since August 1. I get that I am obligated to pay my rent and utilities but for wifi and pet rent? I am seeing the claims filed against these people and I wonder how long they get to take advantage of people.

  

  Business Response

  Date: 09/20/2023

  This resident informed us that
  she would be moved out of her apartment by August 1st. The property manager did make two
  attempts to have a meeting with her but she refused.  The staff did walk her
  apartment, but it is not empty. There was still food in the fridge, random items in
  the apartment and small furniture. The resident also did not return her keys.
  As per the lease
  agreement and utility addendum signed by the resident, she is responsible for
  all utilities and fees for the duration of her lease term which does not end
  until November 14th, 2023.  The utilities addendum does include her internet
  service and is therefore an item that cannot and will not be separated.

• Initial Complaint

  Date:09/13/2023

  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.

  I moved into my unit June 24th 2023. That same day I put in a maintenance request due to my AC not work. Someone came out and it was fixed that day. The next day (6-25) I put in another maintenance request for my refrigerator. Since then, I have filed 2 other requests (7-2 and 7-18) and made MANY calls to the leasing office about getting the refrigerator fixed or replaced. Every time I speak to someone, I am told that maintenance will come by the next day. I work from home so I’m always there and no one ever comes. I have paid rent for 3 months, almost 4, which is over $1,500 a month after fees (not including electric) and can’t get anyone to fix my refrigerator.

  

  Business Response

  Date: 11/01/2023

  This resident's fridge has been repaired and the maintenance team placed
  a defrost thermostat in the unit on 7/25. Her A/C drain line was blown out and
  the leak stopped.