Complaints

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:03/03/2025

  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 ****** ***, a tenant at Hub Blacksburg (**** ******* ***** ***** *** **** ******** *********** ** *****), managed by Core Campus Management and owned by Blacksburg Hunt LLC. I leased this unit starting August 1, 2023, largely due to the advertised amenities, including a poolside hot tub, steam room, and sauna, as promoted on the landlord’s website (**************************).
  
  However, since my move-in date, these amenities have been closed and inaccessible. Despite my email to the landlord on February 18, 2025, requesting a repair timeline and compensation, they cited a lease clause allowing them to “modify, close, or limit access to any amenities at their discretion” due to a past fire but provided no plan for restoration. As of today, over a year later, the amenities remain closed, and I’ve been paying full rent without access to these promised features.
  
  This issue has significantly diminished the value of my lease and caused ongoing frustration. The landlord continues to advertise these unavailable amenities, which is misleading to prospective tenants.
  
  I’ve attached screenshots of the website (Exhibit A) and my email correspondence (Exhibit B) as evidence.
  
  I seek the BBB’s assistance in mediating a resolution, including a firm timeline for repairs, compensation for the period of closure, and accurate advertising of the amenities’ status.

  Business Response

  Date: 03/09/2025

  We appreciate your concerns regarding the closure of the hot tub, steam room, and sauna. As previously communicated on May 22nd and May 23rd, a fire occurred in the sauna on May 22nd, triggering the sprinkler system and leading to the closure of these facilities, including the gym.We have provided regular updates via email on June 30th, July 30th, September 3rd, October 4th, October 31st, and November 13th, including information on the reopening of the 1st and 2nd-floor gym areas. We will continue to keep residents informed and provide an update on the sauna as soon as we receive more information regarding the delayed arrival of necessary repair parts.According to the general contractor, the delivery of the new sauna has taken longer than expected. While the initial completion date was set for the end of January, unforeseen delays have pushed the reopening to the end of March. Additionally, recent adverse weather conditions have caused further setbacks.Regarding the hot tub, it is closed each winter to prevent pipe freezing, as has been our standard practice in previous years. It is scheduled to reopen in May.Please note that amenities are not included in the rent and may be closed at any time for repairs, maintenance, or other necessary reasons. We understand this may be an inconvenience and appreciate your patience as we work to restore these facilities.

• Initial Complaint

  Date:04/23/2024

  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.

  I question Hub on Campus’s management for their reluctance to investigate and follow-up on credible lease violations. I cited which sections (13A and 13B) were violated and send screenshots of relevant conversations to corroborate my concerns. I also asked about specific apartment protocol and protections against noise violations. Lastly, I sent an email two days later (on 4/21) that further supported my growing discomfort in occupying my current living space. I was careful to note that conciliation attempts were made several times prior to escalating the issue, but to no avail.
  
  I had to call the property on 4/22 and ask them to respond to my two emails. Within an hour, I got a discouraging response from manager ******* ******. Her response did not properly address my concerns nor did they answer my valid inquiries. My documentation was completely disregarded. I am very upset with the way this situation is being handled. Email conversations between myself and management are attached, as well as the documentation I sent in.

  Business Response

  Date: 05/10/2024

  In response to the complaint filed by ****** regarding a lease violation and noise complaint. We do take all resident concerns seriously and strive to address them promptly. Upon receiving ******'s initial email on Friday April 19th we responded on Monday April 22nd, explaining that we were unable to issue a noise violation due to the town of Blacksburg's quiet hours policy starting at 10pm and the roommates were notified by ****** at 9:55pm which per the conversation in the text she provided they apologized and stopped making the noise. However, we did offer options such as transfer apartments or roommate mediation, although availability of apartments could not be guaranteed. On Friday, April 26th at 1am, ****** emailed again about her experience calling the afterhours line with a  noise complaint on her roommates and no one responded to her call. This is not the level of service we typically provide and we have resolved this issue with the after hour call service. ******* reached back out to ****** on Friday April 26th at 10:40am to discuss potential transfer options or roommate mediation, and we are still waiting on a response from her. We are trying to find a solution that meets ******'s needs and to improve her living experience at Hub Blacksburg. 

  Customer Answer

  Date: 05/10/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Once again, I urge the community to look at the time-stamped messages. First, my roommate incriminated herself by acknowledging that it was as after 10pm. This is further supported by the time-stamps next to the messages that resulted, as the situation went on for at least half an hour past 10pm. To ignore both parts of the documentation I sent and what I explicitly sent is outrageous, especially when it is done in an official business complaint. This shows selective oversight on management’s part, which further taints any trust I had remaining in the people I have reached out to, in vain, several times. Even now, the several questions I raised in the original email have gone unanswered. Once management decides to answer my pending questions, I will consider reaching out to them again. To ask for my respond to one inquiry while simultaneously ignored my questions is a very confusing decision for management to make. It paints me, a well-read tenant with ample and diverse housing and management experience, as the issue. But, as seen in what I have sent and what the business has admitted to, that is simply not the case. Lastly, given the community’s negligence with my past two complaints, I am not confident in their ability to handle my situation properly at all. I am not willing to engage with a business that goes against their lease agreement, SOP, and city ordinances. 
  
  Regards,
  
  ******** ******, MBA