Complaints

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

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  The Morgan Group

  3000 Richmond Avenue Houston, TX 77098

• 

  The Morgan Group

  444 Cedros #235 Solana Beach, CA 92075

• 

  The Morgan Group

  2163 Lake Baldwin Lane #103 Orlando, FL 32814

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:03/20/2025

  Type:Billing 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.

  Subject: Formal Dispute of Carpet Charges Request for Resolution and Escalation The ****** Apartment 7416 After reviewing the move-out charges, I must respectfully dispute the fees applied for carpet cleaning and replacement.Prior to our move-out, a member of your maintenance staff inspected our unit and confirmed that everything, including the carpet, was in good condition. When we inquired about any deep cleaning requirements, we were told there was no need, as the carpet showed only normal wear and tear. Attached are photos taken on the move-out day, clearly showing the carpet in clean and well-maintained condition, with no excessive stains or ********* wife and I lived in the unit for only one year, had no pets, and took excellent care of the apartment. Standard carpet cleaning should be part of the propertys regular turnover process and not an additional charge to tenants without clear justification. We do not believe we should be held responsible for any discoloration that occurred after move-out. If the carpet was damaged during vendor cleaning or the original material was of poor quality, this falls under the propertys responsibilitynot the tenants.Given these circumstances, we believe the carpet charges are unjust and should be removed from our final account. In our many years of renting, we have never encountered such charges under similar conditions.We are willing to settle any valid rent or utility charges, but we respectfully request that the carpet-related fees be removed and that the appropriate refund of our remaining deposit be issued.Unfortunately, after several back-and-forth communications with ********************** and no resolution, we have had no choice but to file a formal complaint with the BBB. We feel it is unacceptable to be held financially responsible for a carpet that deteriorated after only one year of regular use.Thank you for your time and understanding. We look forward to a fair and timely resolution.

  Business Response

  Date: 03/21/2025

  Dear *** *******, 

  Thank you for reaching out and for providing detailed information regarding your dispute. We appreciate the time youve taken to document the condition of your unit at move-out.
  We will carefully review the photos you have provided, along with our internal records and technician reports, regarding the carpet charges. Our goal is to ensure that all charges are fair and accurately reflect the condition of the apartment home at the time of departure.
  Once our review is complete, I will reach out to you directly about our findings and any necessary adjustments. We appreciate your patience during this process and will provide an update as soon as possible. 
  Please let us know if you have any further questions in the meantime. 

  Sincerely, 

  ********** *******

  District Manager, The Morgan Group

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  I received an email from ****** ******* (Morgan Group) telling me that they will review the images and information provided and they will provide an answer no later than 3/25, which I haven't receive yet. So I'll continue with the complaint until this issue has been resolved. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  ****** *******
  
  
   

  
  

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  This letter is to inform you that Morgan Group, The has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/20/2025 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of The Trails at ********** on January 16, 2025, and per Texas Property Code ******, my security deposit refund of $1,153.82 was legally required to be returned within 30 days (by February 16, 2025). However, as of today, March 13, 2025, I have not received my deposit.When I contacted the property management, they initially claimed the check was issued on January 30, 2025, but they never provided a tracking number or proof of mailing. They then kept delaying, stating they were checking with corporate. Despite multiple follow-ups, my deposit remains unpaid beyond the legal deadline.Additionally, I was never informed of any carpet damage when I moved out. The management conducted a walkthrough and made no mention of carpet issues, yet $70 was deducted for carpet shampoo. Per Texas Property Code ******, landlords must provide an itemized list of damages and evidence of deductions. I request proof (such as photos or a move-out inspection report) to justify this charge.Morgan Group has a history of delaying security deposit refunds, and their failure to return my deposit in the required timeframe is a violation of Texas law. I request immediate resolution, including the full refund of $1,153.82 or, at minimum, a refund of the unjustified $70 deduction.

  Business Response

  Date: 03/28/2025

  Better Business Bureau
  *****************************
  *****************
  
  March 21, 2025
  
  BBB Case #******** Trails at *****************************
  
  Dear Better Business Bureau,
  We are responding to a complaint filed against The Trails at ******************* by **************** a former resident of ************************************************* regarding her deposit refund. Please see the detailed explanations below of what occurred.
  
  Ms. *** vacated her apartment on January 16, 2025. On Thursday, January 30, 2025, the security deposit refund check (#*****) for $1,153.82 was issued and mailed via regular mail on Friday, January 31st, 2025. We have included screenshots of our system that reflect this information for your reference.  Mrs. *** emailed our assistant manager, Mrs.***** ******** on Saturday, March 1, 2025, 7:40 AM, and reported that she had not received the security deposit check. On Monday, March 3, 2025, our Assistant Manager, *****, promptly responded to verify her forwarding address, which she confirmed. However, she expressed concern about whether "Room A" must be included in the address. We contacted our headquarters to inquire if check # ***** had been cleared, and they confirmed it was not.  
  
  On March 12, Ms. *** requested that check #***** be voided and reissued. We mailed the check via ***** with a tracking number and require a signature for delivery. Ms. *** stated that if this matter were not resolved within 24 hours, she would escalate the issue to various agencies. We acted by voiding the original check and issuing a new one on the same day, March 13, 2025.
  
  On March 13, our accounts payable department confirmed that the original check had been voided,and a new check (#*****) was issued on the same date, March 13, 2025. We promptly notified Ms. *** at 11:37 AM and provided a screenshot of the reissued check, along with the ***** tracking number (#************). We also sent a copy of the contractors invoice for the carpet cleaning, which was $95.00, as she was disputing the charge. No further response was received from Ms. ********* confirmed delivery of the check on March 14 at 4:43 p.m., accompanied by a photo verifying receipt. On Friday, March 21st, ***** emailed Ms. *** to confirm if she had received the check. Ms. *** responded that she did, but that she was awaiting a refund for the $90.00 carpet shampoo. To demonstrate good faith, we have processed a second check request for $90.00. The check # ***** was mailed via ***** on Friday, March 28, 2025. We want to assure the BBB Committee that we are committed to resolving this issue to Ms. ***** satisfaction.
  
  We have addressed Ms.Hans concerns to ensure a smooth resolution. We are committed to resolving this issue and have provided thorough documentation to clarify the matter.However, please do not hesitate to contact me if you require any additional information.
  
  Sincerely,
  
  **** *******
  Community Manager
  
  The Trails at ********************
  
  ****************************************************>*******************
  ************

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged for my last month's rent by 3800 Main, a location under Morgan Group in December 2024. This is not a security deposit this was an incorrect amount ($662.13) deducted from my account. I have been waiting 60 days since moving out for a refund of this overcharge. They did not include my apartment number on the check to my knowledge which was provided to them. They do not answer the phone in the office. There has been no resolution. I also have complaints of false accusations/defamation and failure to repair with medical records indicating mold but those are being handled separately.

  Business Response

  Date: 02/27/2025

  Good Afternoon,
  We addressed this concern with the resident when we received the initial complaint. There was a misunderstanding regarding her refund amount; however, the previous resident was not overcharged.
  On December 1, 2025, Ms. ***** paid a full months rent instead of the prorated rent and utilities. She was explained that she will be refunded and she was informed that there would be a final utility bill, which could either be paid via money order or deducted from her deposit or any available credit.
  There was a delay in the postal office but as soon as we were made aware of the issue, we immediately contacted our accounting team to expedite the process. On February 12, 2025, we informed Ms. ***** that her refund check would be available for pickup on February 14, 2025. She came that morning and successfully collected it.
  We sincerely apologized for the delay, and Ms. ***** accepted our apology, expressing that it was not a problem.

  Please let us know if any further clarification is needed.
  

  Best regards,

  ***** Barajas 

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  The Morgan Group manages ************************* at *********************************************. I lived there for one year and moved out at the end of my lease on 11/23/2024. The lease agreement requires 60 days notice of intent to move out. I provided written notice of moveout on 9/22/2024, which was acknowledged the same day. I turned in my keys to the leasing office on the afternoon of 11/22/2024. My rent was paid in full through 11/23/2024.The company is attempting to charge me for late notice of move-out because I handed in the keys at end of day 11/22 instead of 11/23. Again, I paid through 11/23 and provided notice of intent to vacate on 9/22. Nothing about this charge is valid. I have disputed this and re-sent them written records of my notice and their acceptance proving that I gave more than 60 days notice. This is a fraudulent, extortionate fee and needs to be completely removed from my invoice.

  Business Response

  Date: 12/05/2024

  Proper notice was received and documented for Ms. ******** with an agreed upon lease end/moveout date of 11/23/24.  Ms. ******* paid her prorated rent through the 11/23 scheduled moveout date, as well as any owed utilities and other fees.  Policy requires us to moveout a resident as of the day we receive keys.  Ms. ******* turned in keys one day early, on 11/22/24.  Upon moving her out of the system, a one-day credit was auto-generated for the 23rd.  Being as this credit/refund is due to the property and not to the resident, we charged back the one day of rent, for the equal amount, to eat the inaccurate credit.  Our standard account code used in these instances is 'Insufficient Notice'.  This in no way means that Ms. ******* did not give proper notice.  Ms. ******* was only charged rent through the 11/23/24 moveout date; no late fees were assessed to her account.  A breakdown of charges/credits was sent to Ms. ******** the email trail has been provided for reference.  The only charges assessed after moveout were for final utilities and cleaning charges.  There was also an existing credit on the account that was applied to the charges owed.  The final account statement has been sent to Ms. ******* for resolution of the final balance.

  Customer Answer

  Date: 12/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The companys invoicing practices and office staff are incompetent and riddled with errors and illogical, opaque line items that their staff is unable to concisely explain. However the primary issues is incompetence and inaccuracy, not fraud.
  
  
  
   
  

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 writing to formally lodge a complaint regarding an incident on August 4, 2024 involving my vehicle, a white ***** Accord license plate number *******, which was unjustly towed from ********************* I have been a resident of this complex for ***** days and have consistently adhered to the parking regulations. Despite displaying a valid parking permit, my vehicle was towed after the permit accidentally fell from its display position due to the aggressive nature of the speed bumps on the property. When I retrieved my vehicle, I noticed the permit on the floor. I have spoken to several of my neighbors who have shared similar experiences. Many have reported that their permits frequently fall, and some have even had their vehicles towed for the same reason. This indicates that the issue is widespread and not an isolated incident, further highlighting the inadequacy of the current permit system.I also want to emphasize that the towing company, Ideal Towing, already has my vehicle information on file. Prior to the implementation of these haphazard decals, I registered my vehicle directly with Ideal Towing, including my lease expiration date of November 16, 2024. This means my vehicle was registered and authorized to park in the complex, making the towing even more unjustified. Moreover, I have observed several instances of inconsistent enforcement of the parking policy. I have taken photos of residents and even leasing office employees parking in spaces clearly marked as reserved, no parking, and in front of the leasing officeareas where parking is supposed to result in immediate towing. Despite these violations, no action has been taken against these *********** add to this inconsistency, a U-Haul was parked in front of the leasing office for 10 days without any penalty, despite being in a location where parking should be restricted.

  Business Response

  Date: 09/16/2024

  We sincerely apologize for your dissatisfaction regarding the towing of your vehicle. We have made extensive efforts to communicate our parking policy, which included a nearly two-month ***** period for residents to familiarize themselves with the regulations and register their vehicles with the office. Parking has been a significant concern among residents, leading to the implementation of a policy wherein only registered vehicles may occupy parking spaces.

  
  To clarify, residents can't register their vehicles with Ideal Towing via the ** code provided. Unfortunately, we have observed that non-residents have been occupying spaces intended for our residents. ************ now enforces the parking policy based on the display of parking decals. Residents must ensure their decals are visible when parking on the first through fourth floors, while guest parking is designated for the fifth and sixth floors.

  
  It is important to note that the towing company does not receive any personal information from residents. Additionally, we have communicated the restriction that no parking is allowed in front of the office after 6 PM, with the exception of vendors, such as valet trash services, who may park there during their collection hours. For residents moving in or out, we accommodate U-Haul vehicles, as they cannot fit in the parking garage.

  
  To clarify further, towing occurs only after hours, allowing staff to park in designated areas as long as they do not occupy reserved spots that are being paid for. This parking policy was instituted in response to resident complaints, and the issuance of parking tags was intended as a prompt solution to the issue. We have also provided updates regarding our security plan and the rollout of updated policies, including details about parking.

  
  Regrettably, we have had to tow vehicles that were in violation of the parking policy. It is the responsibility of each resident to ensure their parking pass is displayed before leaving their vehicle. Our newsletter and lease clearly states that we would not cover any towing expenses incurred by residents whose vehicles were towed. Furthermore, prior to towing, the company documents violations by taking pictures of the vehicle to confirm that the parking pass is not displayed.

  
  I regret to inform you that I cannot provide financial assistance for the towing expenses, as exceptions cannot be made. Should you have any further questions or concerns, please do not hesitate to reach out to the property manager.

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  You are a liar and have defrauded residents out of their hard-earned money since the new parking policy was introduced. Your incendiary comments lack accountability. You all purchased the cheapest permits that were intended for visitors, at best. I did a search on those permits and there were several other options available. Yet we were given option that would leave us susceptible to towing! I find it hard to believe that the hundreds of years of combined real estate and multifamily housing experience at The Morgan Group, they would approve such a haphazard permit.
  I have every single communication sent regarding the new parking policy. In violation of your own parking policy, you allowed an inoperable car owned by an employee of the towing company on record for ******** on ****, Ideal Towing, to park in a custom reserved space. One that never existed before ****** ******** was property manager.  This reserved space was given to Ideal Towing because The Morgan Group knew they were issuing faulty permits to the residents, allowing for easy targets to tow.I am certain the residents, that never give any issue like myself, have been victim to this corrupt policy.
  The reserved parking permit displayed in the very apparent inoperable vehicle was visibly more sophisticated than the one given to ************ even showed the employees name. That permit would absolutely hold up against the aggressive yellow speed bumps we as residents have to endure daily entering and exiting the property.
  As a paying resident, we entrust management to provide us with proper and reliable permits as proof we are allowed to park in residentparking.  The burden of reliability should not rest on the resident. The Morgan Group has 45 properties in *******, why werent they issued the same kind of faulty permit as a response to significant concerns among residents. We surely cannot be the only property in portfolio with this problem. The towing policy has been the same in all the leases I have signed. Previous management used stickers before the app was introduced. Why wasnt that an option?
  I also know you instructed security to ignore the permits that were clearly on the floor of our vehicles during the commission of tow. However,they were instructed to take photos of it not being visible in the mirror or dash. Yet another corrupt practice.
  I am person of integrity, and I was not abusing the parking app or parking in general. When my family and friends visit, they know to park on 5 and 6, zero exceptions. As responsible adults in this economy, who has extra money to pay for towing? Especially, at our place of residence!!
  Had we as residents been given more consideration and respect, NONE OF THIS WOULD BE HAPPENING. None of this is representative of The Morgan Groups Core Values. The Morgan Group needs to refund me the money I paid to retrieve my car.  The Morgan Group also deserves a class action lawsuit for this type of negligence.
  

  Business Response

  Date: 09/30/2024

  I apologize that you feel this way, but my position remains unchanged. We communicated extensively regarding the policy and provided an almost two-month ***** period for residents to acclimate and register their vehicles with the office. It is the residents' responsibility to ensure that their vehicles are properly displayed, just as it is our duty to enforce the parking policy.
  The pricing and funds collected are associated with the towing company, not my office or the Morgan Group. As outlined in past newsletter we distributed, we clearly stated the procedures for adhering to the parking policy. This was a temporary measure implemented to address the numerous complaints I received from residents upon taking over the property.
  Moving forward, we have installed new *********** that will require fobs for access to the property and upgraded parking tags will be issued at that time. All of these changes have been communicated to the entire community. I encourage you to read all correspondence from the office carefully. If you have any questions, please feel free to visit the office. I hope we can move past this issue and align on the property policies.

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I can assure you we will NOT be moving past this issue until the money I paid to get my car from impound is refunded to me by check or in the form of a rent concession. A cost incurred as a direct result of your corrupt policies and practices. I am committed to proving the corruption committed by ******** on **** and the Morgan Group by using every agency and avenue that is available to me. I have thoroughly read the parking policy every other communication sent by the management office. Your communications to residents have a consistent harsh tone as if we are all beneath you.
  I stand firm in the belief ******** on **** purposely gave residents faulty parking permits. The parking issue could have easily been mitigated by moving to stickers after management became aware residents were abusing the app. Why would a real estate company like the Morgan Group need a temporary measure for parking? Was this the first time you all experienced this issue in the companys 65-year history?  A company that so boastfully brags about having ****** units across the **. The very same website used to procure those haphazard permits had a host of other more reliable options including stickers that would have held up under the conditions of the parking garage that your residence must endure every day coming and going.  You all made the choice to engage in predatory towing practices.
  Lets be very clear, stickers are in no way associated with PDK fobs or Butterfly MX. That was more lies and more excuses rather than simply being accountable for the corrupt practices.
  I also find it very disturbing ******** on ****/The Morgan Group would invoke predatory towing as a response to parking issues to target residences vehicles that they use for their livelihood but allow (for profit or in exchange for a kickback) a very much inoperable car to have a reserved parking space. That is in direct violation of your parking policy. Here is verbiage from the parking policy, Any cars that have no plates, no resident parking tag, on flat tires or blocks, appear to be abandoned will be towed regardless if they have a parking tag. As of today October 11, 2024, there is ANOTHER VEHICLE with zero plates parked in a reserved spot that has never been towed.
  The next paragraphs goes on to say, No parking in front of the leasing office at any time (in BOLD letters) unless it is handicap parking and you have the proper decals for handicap. You and your guest will be towed if you park in front of the office. However, the assistant property manager, REGIONAL MANAGER, and leasing staff park in front of the leasing office EVERY SINGLE DAY.They receive no consequence. Why is that?
  As a paying resident, we entrust management to provide us with proper and reliable permits as proof we are allowed to park in residentparking.  The burden of reliability should not rest on the resident. What ******** on **** / The Morgan Group are doing and have done are prime examples of corruption and gross negligence. I have several pictures and videos that back up my claims.  
  ******** on ****/The Morgan Group owes me $301.50.
  
  Regards,
  ***** *******
  
   
  

• Initial Complaint

  Date:07/25/2024

  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 am living at ***************** "luxury" apartments. Since mid-April the gate to enter the parking garage into our building has been broken. Since the same time, the ** charger has been broken. The "luxury" apartments' common areas are disgusting. Full of roaches and other insects, the walls are filthy. I have made multiple complains to ********* *******, the building manager, by phone, email and in person. The front desk staff is useless. ********* has promised to addressed the issues in writing within a week and that was over a month ago and nothing has changed. I am paying over $2,000/month for an apartment building that is unprofessionally managed, poorly maintained, and dirty. When I attempted to contact The Morgan Group, the building's parent company, an employee named **** said I was not allowed to speak to anyone by phone. He said I needed to send an email to ************************************************************** which no one has replied to as of now. I am going in circles trying to resolve issues no one at this company seems to care about and they are stealing money essentially by not providing services that I've paid for.

  Business Response

  Date: 07/30/2024

  Thank you for sharing the concerns. I want to address each of the issues raised and update you on our ongoing efforts to resolve them.
  Parking Garage Gate: We are in constant communication with the gate repair company and hope to have this issue resolved as soon as possible. We understand the inconvenience caused by the malfunctioning gate. Since mid-April, we have been working diligently with the gate company to repair it. The repair process has been delayed due to part shortages and additional components being required. We are closely monitoring the situation and will provide updates to our residents as soon as we have more information.
  ** Charger: We have addressed the issues with the ** charger repairs were completed shortly after it was reported, and it should now be functioning correctly. 
  Common Areas: Regarding the cleanliness of the common areas. Our maintenance team cleans the common spaces at least three times a week. However, if there are specific areas that need attention, we encourage our residents to please report them directly to us so we can address them promptly. We do not currently have a known ***** problem, but our extermination services are in place weekly to ensure the premises remain pest-free.
  Communication Issues: I regret that she feels previous complaints were not addressed promptly, we try to respond to all residents in a timely manner. We understand communication is key. 
  Management and Maintenance: We are committed to maintaining the property to the highest standards. While rent typically covers the living space, we understand that amenities are important, and we are doing our best to keep them in good working order.
  Our residents satisfaction is important to us, and we genuinely want to resolve these issues as quickly as possible. If you have any further concerns or need immediate assistance, please contact me directly at ************ or ******************************************************************** .
  Thank you for your understanding.

  ********* *******

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  For *****************: Since early April (8 months ago and 80% of my time living here), the ** chargers have not been working appropriately or at all. The main reason I chose to live at these apartments is because I have an electric car and need it to be charged. I have sent multiple emails and pictures to ***************** about how the chargers have not been working. I have also gone to speak to the staff at PCC multiple times with no resolution and just empty promises. A side effect of the chargers not working is residents unplugging other people's cars before they are fully charged. This has been an ongoing issue that my partner and I have emailed and gone to speak in person with the staff multiple times. The staff has not addressed the issues whatsoever. They send multiple emails each week about nuisances (ex. dogs on leashes) but have N**ER sent an email asking residents to stop unplugging other's cars. I have sent them pictures of residents, their phone numbers, etc and nothing is done. The new property manager has promised to address the issue but nothing has been done and she has been around for a few months now. I have wasted my money by renting at this property and have also wasted money by paying to charge in other places since its nearly impossible to have the opportunity to charge my car here and when I have been able to, a "neighbor" unplugs my car to charge their own. The property BARELY has any cameras in the garage and has done absolutely nothing to address the issue including discouraging others from unplugging other cars. Recently one of the people that unplugged my car, threw soup on my car as well. *** has promised to address this issue since April, 8 months of waiting is a joke. Leases are only around a year long. Should I not have access to essential services throughout my lease??
   
  

  Business Response

  Date: 12/05/2024

  We sincerely regret that the ** chargers have not been functioning as expected, and we acknowledge that this issue has caused significant inconvenience, especially given your reliance on the chargers as a key factor in your decision to live here. We understand the importance of providing reliable access to amenities like ** charging and are actively working to resolve this issue.

  We are reviewing proposals currently so we can proceed with getting the new chargers installed.

• Initial Complaint

  Date:07/16/2024

  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 apartment complex called the ************** has let people use the hallways for their pets to relieve themselves during the power outage from July 8 to July 16. Power has been restored today and still the apartment management is ignoring renters asking when they plan to make the hallways and stairwells that have had animal f**** sitting for days in 90+ degree temperatures into carpets that are outside our apartment units. My complex is not sanitary to return to. I am not getting any eta nor response to my many attempts asking them to please tell us when the hallways will be sanitized and f**** removed so we can move back to our apartment unit. I dont want to puke trying to get to my unit using those hallways again like I tried to do several times this week but the smell was so horrible and place so disgusting that I cant live there without them doing something to clean a week worths of animal f**** on carpets inside the buildings.

  Business Response

  Date: 08/02/2024

  ********* *******, Regional Property Manager Response:

  These allegations are not factual at all. During the Power Outage from July 8th through July 16th, we also had a contracted Service hired specifically to help assist with the cleanliness of the apartment community.  ************** is not only cleaned daily, we have a ****************** 7 days a week specifically for Trash and hallways.  Our Valet Trash door to door trash service was also not available during these 8 days & at minimum 4 different letters were emailed to residents with clearly outlined areas of everything going on during the power outage, including requested the residents to clean out their refrigerators and to take their trash directly to the Trash Container adjacent the garage.  These letters can also all be sent to you as confirmation.  There was one & only one trash bag found in the stairwell near #**** where an unknown resident put their trash in & did not take to the trash container that did have their refrigerator spoiled items.  It was found and our ****** took it to the Trash.  If there were any hallways where any residents allowed their animal to defecate in the hallways not only was it picked up, we also cleaned those areas & sanitized accordingly.  We have full pictures of the entire area, hallways & stairwells showing the cleanliness as confirmation and from when this complaint was reported.  We regret this resident has had a poor experience and we welcome the opportunity to meet with them to discuss any and all concerns.  We have a team of 5 full time maintenance associates as well as an additional 7 day a week contracted out ****** service, which very few apartment communities' staff at this level, but we do in an effort to maintain a high standard and clean community.

• Initial Complaint

  Date:05/10/2024

  Type:Facilities 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.

  Dear Sirs I lived in an Apartment complex named **************************** for Morgan Group Company. Here are some of my concerns,1- when I moved here the Complex was Good but after this company bought the complex everything goes downhill.2- at first few years there were a lot of rubbery theft and even shooting. My car was got broken and they stole some of my stuff but they never provided camera footage to me and while I filed a police report nothing happened.3- my Car got towed two time illegally, while they clearly knew the car was for me and I registered my car several times with different management they had every year, still my car just towed yesterday and the reason was I forgot to put the sticker on my error while they never instruct resident the sticker must be all the time hanged on mirror.3- I asked previous management to fix the fan in the corridor above my apartment from last year they never fixed it.4- the new management is very overwhelmed in terms if weird policies. They suddenly totally shut down the exit gate and the entrance gate was not designed to exit cars and it cause accidents for residents 5- the elevator all the time broken and nobody care about them. They instead of spending some money to fix doors snd renew complex, bring new management instead if solving issues add more troubles for residents 6- I noticed they rent some units fir much cheaper price to people with much lower financial stability and by this policy the community become unsafe and a lot of theft and rubbery happening all the time.Overall by checking reviews of other complexes they owned, I fond out this company buy good reputation complexes and turn them to h*** for residents. Can you please follow the matter?

  Business Response

  Date: 06/01/2024

  Since assuming responsibility for the property in February 2024, concerns regarding security and necessary upgrades have been diligently addressed by myself and my team as our primary focus. While I cannot alter past events, I am committed to rectifying issues under my management.
  To enhance communication, we introduced monthly newsletters detailing upcoming changes and events within the property. Parking concerns were a key issue raised. To address this, we clearly outlined the parking policy, allowing a two-month ***** period and taking additional steps such as physically affixing notices on doors. Multiple emails were distributed to emphasize the importance of displaying orange tags, necessary for identification by our third-party tow company. Despite your feedback in a ****** review stating That ugly orange sticker must be in your mirror all the time and they only give you one of them and caused the car look like rental while on mirror; regarding the orange tag, we documented this policy in the newsletter to ensure clarity and consistency.
  Another common complaint pertained to safety. While I cannot guarantee absolute safety, several enhancements have been and are being implemented. The exit gate, misused by residents and trespassers, has been temporarily closed to enhance security and restricting access to a single gate until additional security measures are completed is part of our strategy. We are currently in the process of upgrading our *********** for over 20 doors and upgrading our camera surveillance systems. Six doors have been designated as exit-only to bolster security measures and we have increased the number of security guards onsite afterhours. The recent accident near our property was not linked to the closure of the exit gate but rather resulted from speeding on the main road. We have communicated clearly through emails and newsletters that the exit gate will remain closed until the *** installation is finalized. We also have grown a close relationship with ******* ** and they did host a safety meeting with residents where these topics were addressed by me, and residents were allowed to ask questions about any concerns they had. 
  The Morgan Group offers an essential housing program catering to essential workers like nurses, police officers, and teachers, granting them access to affordable rates based on the area's median income. Equity is maintained through fair housing practices, ensuring that all applicants, including program participants, undergo income and background screenings.
  Elevator maintenance has been prioritized, with weekly inspections conducted to guarantee smooth operation. Several ongoing property projects, including upgrades, are underway, albeit some may require more time for completion. While the workload is manageable, however garnering understanding and participation from all involved in our professional approach to property management is invaluable, alleviating stress associated with our responsibilities. If you are dissatisfied with your current living experience, I am more than willing to discuss options for an early lease termination. However, I must express that your request is deemed unreasonable.

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Dear Sir/Madam

   

  thanks for your response, I need a response from Morgan Group not the new Management but as I can imply even from your email. You clearly close your eyes on real issues in the property instead you working only on side issues,

   

  1- This complex is designed to have entrance gate and exit gate. You currently for about three months closed the exit gate and whenever residents ask you, your response is youre going to open it soon. But this soon never happens.

  2- The whole complex and doors and outdoor fans need a painted and the doors and fans mostly out of orders and to be replaced but you never do anything about it by your five different management team. 
  

  3- I requested to change or fix the outdoor fan above my entrance door but fir about two years you didnt do anything about it and until today the fan is not working.

   

  4- When I came here I rent my apartment as a luxury housing not affordable housing and the change you made caused a lot of problems for residents including myself which my car got broken and my stuff has been stolen last year.

   

  5- Everything that looks broken or old must be replaced not leave it like that and caused and ugly looking for residents in order to save money. Were paying almost double amount of average rent in here and we deserve as the name if complex imply everything looks good and clean and new.

  6- When you start working I received almost one email from you every day. For example you just change the resident portal I cant see for what reason because there was nothing wrong with old one. And until now you send around 10 emails how to pay rent;) 

   

  unfortunately during years I only suffered from your lack of responsibility and mismanagement here. And my only concern refunding my whole rents for all the years I lived here under your mismanagement since Im not happy and I paid double amount of rent and what I received was not luxury but something was much lower than any average standard.

   

   

   

   

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/06/2024

  The office will contact you regarding your issues. 

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Dear Sirs

  I received a call from leasing office while I was at work. A lady behind the phone instead of providing any resolution for the issues I mentioned said we can not do anything about problems and she only can meet me for moving out process. I told them I didnt make complaint to move out as I didnt have any plan for it but I will consider your offer.

   

  I made the complaint you fix all problems which I mentioned in the complaint. If not the only resolution I accept is refunding back my money for the time I was here. And I suffered for your mismanagement during years. Please dont contact me through any other methods except BBB. 
  

  
  Kind Regards,
  
  
   

  
  

  Business Response

  Date: 06/12/2024

  The initial communication outlining our activities on the property remains unchanged. Regrettably, we cannot fulfill your refund request. Subsequently, we may need to consider terminating your lease, given your dissatisfaction with the provided responses. Further correspondence will be facilitated through our office or our legal counsel if deemed appropriate. It appears that this situation is beginning to resemble harassment, with allegations of posting inaccurate information on the Better Business Bureau and ****** reviews and we will review this with our home office. 

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Dear Sirs

   

  I cannot understand why you instead of solving the issue want to add more issues. I dont know what you talking about harassment. Hopefully I was wise enough to not met you since as I can see you seeking through a way to come out of your problems and you stating harassment. And my phone conversation with you in a very polite manner and short and I never talk with you again after.

   

  I am requesting BBB to help me to find appropriate lawyers to file a lawsuit about this. And I didnt decided to want to move out and you cant force me to do though. And its considered breech of contract and I can ask for damages legally. 
  

  Leaving reviews were my personal feedback and everybody can left their experience about the service or product their received. And you cant interpret reviews as a harassment. And even my reviews was my true experience from not fixing the fan above my apartment door fir three years and so on. 
  

  And your response here seems threatening instead if resolving. I am still want my refund and if this cant happen through BBB. Its possible I file a lawsuit about it. And keep your response here as a document that you run away from taking responsibility. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/18/2024

  In my initial response, I provided a comprehensive overview of the situation and the steps taken or being taken to address the issues at hand. There seems to be a discrepancy in your claims regarding the parking policy. I presented you with the option to terminate your lease, as it appears that our current efforts may not meet your expectations. Upon assuming management of the property in February this year, it was only after your vehicle was towed that these concerns arose, accompanied by a request for a refund amount seemingly disproportionate to the reported issues. While there is no intention to force you to vacate, it is evident that your experience over the past two years has been less than satisfactory. Please note that the ongoing capital projects require time for completion. Future communication will not be conducted through BBB. It appears that a resolution may not be feasible if the monetary compensation you seek is not met, as it will not be provided. The offer to terminate your lease with associated fees remains open. I trust you can find a more suitable residence that aligns with your requirements while we focus on enhancing our property through appropriate means.

  Customer Answer

  Date: 06/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  

  I see some positive changes inside complex and I will think about your offer to move out but unfortunately I am extremely busy at this time of year. Please fix the fan in front my apartment 
  
  
  
   

  
  

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 had a rather normal experience touring the ************************** complex on April 7th. I had received an official quote in regards of the unit I wanted to apply for and so I did apply on the same day. Little did I know that this was a bait and switch on the unit because after a full week goes by with 2 calls coming from the complex in regards of confirming everything is set and good to go and rescheduling my move in date a couple days later. I get an acceptance email on my application and a phone call saying yes everything is good to go. However the next day I get another phone call saying that the price is not what its supposed to be and that they had the wrong price listed. So I request to talk to manger and figure this out little did I know that I was going to have to wait more than a week to get in contact with a manger IN FACT it was on the move in day that was agreed upon. After back and forth with some of the staff for a couple days I get a call days after I was supposed to get a call from ******** ****** Sr. ******** manager. This was the worst most unprofessional and most unethical conversation Ive had with a manager let alone a Sr. ******** manager. She lied about the reason why the price change and lied about me threatening and making the staff uncomfortable. Then she goes on to further make the situation worse by never acknowledging the situation for the customer (me) what Im put in. This company has no integrity, trust, honesty, ethics, and professionalism what the companies mission statement is got thrown out the window when it comes to customer service. ******** ****** is a liar who slanders customers names and makes them look like they are the bad ones. I was denied my payment of $78 refunded for the application fee for a bait and switch apartment complex!

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  They owe me a refund for a fraudulent charge on a cleaning fee when I moved out. I contacted management and they agreed the charge was bogus and said I would be receiving a refund in 30 days and that was over three months ago. I havent received anything and they said the refund was issued. I should have received it at the end of September and I moved out Aug 31st, 2023.

  Business Response

  Date: 01/04/2024

  The charges that were made on the residents account were accurate for carpet cleaning at the end of move out. However, the resident disputed the carpet cleaning charge, and an agreement was made to remove the charges. Pictures are taken and denoted on file for reference of any damages assessed. There was a delay in the check processing, but it has been submitted and processed. 

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I had to reach out to them once again and was able to speak to an agent that said she was processing the check. If there is documentation of needing a carpet cleaning, I was never shown any and no one stated that the charges were legit. I lived in the unit for 7 years and it sounds like they replaced the carpet therefore I wouldnt be charged for cleaning that doesnt exist.    The manager was not able to answer whether the carpet was replaced. After I asked about the charges, the the only thing that was told to me was that is was to be refunded. I assume that if the charges were correct, they would not have agreed to refund me. I have not received the check yet therefore I am not closing this. I was told it was being mailed to me before. It will be resolved once the check is in my mailbox. Thank you! 
  
  Regards,
  
  ******* **********