Complaints

This profile includes complaints for Continental Properties Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Continental Properties Company, Inc.

  W134N8675 Executive Pkwy Menomonee Falls, WI 53051-3310

• 

  Authentix Cartersville

  5000 Highway 20 NE Cartersville, GA 30121-5316

• 

  Springs At Mcdonough

  325 Southpoint Blvd McDonough, GA 30253-7404

• 

  Springs at Lily Cache Creek Apartments

  1150 Lily Cache Ln Bolingbrook, IL 60490-4615

• 

  Avanterra Wolf's Crossing

  615 Starling Cir Oswego, IL 60543-1147

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:11/30/2024

  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 get charged an extra $100 a month for a garage. I went 46 days without access to the garage due to the spring being broken. I would like to be reimbursed for my garage for those 46 days. Also, I would like to be reimbursed for not having a mailbox key for 46 days!! I have put a service request for everything at the beginning of this new lease, so many things haven't been fixed correctly. I am just learning to live with them all. Here is how I am doing so:Master shower: Did it get fixed??? Well it is very hard to get on and once it is on there is hardly any water that comes out of the shower head. I just use the main bathroom now.Bedroom closet: doors just don't close properly.Laundry room doors: I have to take off track to open one ************ are hard to open, some I can't even lock. Makes it feel ********** maker STILL does not work. After 3 attempts I give up. I just make my own ice. Then there's mold we found in my detached garage. They did nothing for 6 days. I did my best to dry it out with my own fans. But once that didn't work I requested a transfer. I got transferred to a garage that was occupied, then I got transferred to the other side of the property which was unacceptable to me. I end up moving things into a storage unit off site. I DID asked for some compensation for the missed work and for the inconvenience THAT THIS MOLD ISSUE HAS CAUSE *********** BOYFRIEND(since he took time off work to help), >THIS WAS THE OFFICES RESPONSE: We cannot offer compensation due to the fact the relocation was not mandatory but that we also offered another garage to place your belongings in as well as immediately after reported scheduled vendors and had immediate attention to the affected area. How is mold issue NOT mandatory?? And 6 days is NOT immediately. And they wanted to put my bf on the lease, NO HE DOESN'T NEED TO BE ON LEASE FOR TRYING TO HELP. And no invoice showing why they kept my deposit for apartment I moved of!

  Business Response

  Date: 12/06/2024

  The resident requested a transfer at the conclusion of her lease but specifically sought a particular unit. To secure the rate for this unit, she took possession on 8/8/24, and her $300 deposit from her previous unit was applied to her new ledger on 8/6/24 to facilitate the lease. Although we offered the option to select a different unit closer to her lease expiration, the resident insisted on this specific unit, despite it not being ready at the time. She retained her previous unit until 9/22/24, during which time she indicated she would gradually move out.
  ****** was advised to return the garage remote at the end of the lease, but it was not returned until three weeks later. Prior to submitting her transfer request, we conducted a walkthrough of the unit and completed an inventory form, with the requests finalized within the first week.
  Over the following months, ****** submitted several maintenance requests, including:
  8/11: Closet door reinstallation
  8/13: Lock replacement and re-keying
  8/13: Shower drain repair, resolved on 8/14
  8/13: Ceiling fan noise, resolved on 8/14
  8/15: Garage noise, resolved on 8/16
  9/11: Disposal issue (the team was unable to access it due to items blocking, and requested she move them)
  9/16: MB key not working, new keys made on 9/18
  10/13 & 10/14: Ice maker issues, was just on defrost mode
  ****** also sent an email via Funnel on 10/16 regarding her window she confirmed the trim had a crack but there was no leak or effect to the home Notice this today when I went to open bedroom window. Doesnt need to be fixed. Just dont want to be charged for it????  I offered to put a work order in the same day. As she continued to leave negative reviews, I reached out insisting we would like to satisfy her request in which she replied on 11/25 All the little things in my apartment that arent fixed now can stay the way they are. Just dont want to be charged for them when I move out.
  The additional garage she rented was a detached unit, not attached to her apartment. On one occasion, ******* boyfriend, who is not listed on the lease, reported an issue with the garage to ***** from American Restoration (AR). We subsequently filed an incident report and requested ** to inspect. AR visited the property on 10/23, provided a quote, and moved items while the boyfriend was present per ****** email request on 10/23. ****** was offered an available detached garage, which she initially requested time to consider but later refused on 10/26. She cited the need for her boyfriend to park closer to the home, despite not adding him to the lease.
  I shared via record call 10/28 as per our policy, we cannot discuss lease matters or offer compensation to individuals not on the lease. Additionally, ****** has declined to add her boyfriend to the lease, despite his frequent involvement in requests related to the unit she denies all claims of him residing there. Based on recorded communications, it is clear that ****** is seeking compensation rather than repairs, as outlined in her numerous requests.

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  ON 8/1 I WAS CHARGED $300 FOR A DEPOSIT FOR NEW APARTMENT 1010! SO $300 DEPOSIT FROM 600 SHOULD BE RETURNED TO ME!  I HAVE ASKED FOR A  INVOICE, LETTER ANYTHING STATING WE MOVED OUT WITH NO CHARGES AND HAVE RECEIVED NOTHING AFTER ASKING MULTIPLE TIMES!
  
  NOW Let's talk about all the things that still don't work or that are broken, whatever you want to call it... 

  1- Ice maker DOES NOT WORK! They have been out 3-4 times, NO LUCK I guess!

  2- LAUNDRY ROOM DOOR- I have to take off hinge just to open one side.

  3- Some windows I can't even open.

  4- I went 45 days without access to my garage, which is extra. So I should be compensated for the days the door did not open! I have the garage for a reason!  I pay extra for a garage so I can park in it, what is the point if you can not park in it!

  5- I went 46  days with NO mailbox key, the key they cut DID NOT WORK! They ended up replacing the lock and keys. How can a person go 46 days without checking their mail???

  6- Master Shower barley runs, I use main shower to shower, pretty inconvenient.

  7- My boyfriend was on site due to us sharing a dog.  So wanted him to have a close parking space for when I needed his help with her. And when he needed to stay here while I was out of town dealing with my mothers passing!!!

  8- When they found out about the mold in my detached garage nothing was done for 6 DAYS! AT day 6 I decided to move my belongings off site!

  9-The detach garage I had with my old lease they broke the lock and left my belongs in an unlocked garage thinking I left them behind.  Which was not the case forcing us to move our belongs out when our lease wasn't up for months.

  My convenient move has been unfortunately the complete opposite.  And honestly all I want is compensation for not having access to my attached garage for 45 days!

   

  Regards,
  
  ****** ******

  Business Response

  Date: 12/09/2024

  Hello Ms. ****** ******,
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and remain committed to providing a fair and equitable resolution within the terms of your lease agreement. After reviewing your claims, we believe our actions were appropriate, and no further compensation is warranted. We respectfully deny your request for compensation for the garage, mailbox key, or other inconveniences. Below is a detailed response addressing the key points raised in your complaint.
  The maintenance issue with the garage spring [makes a loud noise] was reported on 8/15/2024, and our team immediately scheduled repairs, which were completed on 8/16/2024. You then called back to report additional repairs needed which were completed by a vendor on 9/25/2024. During the repair period, you were offered the use of an alternate garage, which was declined. Despite our efforts to accommodate your needs, your decision to refuse available solutions absolves us of liability for any inconvenience experienced. Additionally, the garage was a detached unit, and there was no impact on access to your residence. Per your lease agreement, the monthly garage fee remains in effect regardless of temporary maintenance needs, especially when alternative accommodations are provided but not utilized.
  
  The microbial growth repairs needed in your garage was addressed promptly after being reported. A specialized vendor inspected the space on 10/23, provided a quote, and began remediation immediately after. You were also offered an alternate garage, which you initially considered but ultimately refused on 10/26, citing personal preferences unrelated to the growth issue. We also note that you and your boyfriend independently attempted to address the growth issue without notifying management immediately, potentially contributing to the timeline. While we understand the inconvenience this caused, our team acted swiftly and in accordance with policy. Per your lease agreement, fees associated with the garage remain valid, as an alternate solution was made available. Similarly, compensation for maintenance delays is unwarranted given the timely response to your requests and the availability of offered solutions.
  
  Your mailbox key concern was submitted to our office on 9/16/2024, and our team provided new keys on 9/18/2024. We regret any inconvenience this caused during the interim. This two-day period is well within reasonable service expectations.
  
  We have a comprehensive record of your maintenance requests, which were addressed promptly:
  
  Closet door reinstallation completed on 8/11/2024.
  Shower drain repair and ceiling fan noise resolved within 2448 hours of reporting.
  Ice maker inspected twice and found to be functional (in defrost mode).
  Window trim concerns were acknowledged, and a work order was offered, which you declined.
  
  Our maintenance team worked diligently to resolve all reported issues within reasonable timeframes. While some follow-up was necessary, we reject the characterization that these matters were ignored or unresolved. Furthermore, your email correspondence on 11/25/2024 confirmed your decision to live with minor issues rather than pursue additional repairs.
  
  Our lease policies require all occupants to be listed on the lease for liability and communication purposes. Despite your boyfriends involvement in this matter, he has not been added to the lease, limiting our ability to accommodate requests involving him. Additionally, any claims regarding missed work or inconvenience on his behalf fall outside our responsibility as they pertain to an individual not listed on the lease agreement.
  
  Your $300 deposit from your previous unit was appropriately applied to your new ledger on 8/6/24. Your decision to retain possession of your previous unit until 9/22/24, despite the new unit being ready on 8/8/24, was made voluntarily. Any remaining balance or charges were detailed in your final account statement. Please contact the office if you have specific questions about charges.
  While we regret that your experience did not meet your expectations, we are confident that we have acted within the terms of your lease and company policies. Our records reflect that reasonable efforts were made to address your concerns in a timely and professional manner. In several instances, you declined solutions or declined further action, which limits our liability for any ongoing dissatisfaction. Our team remains committed to addressing any unresolved concerns. If you would like to revisit specific maintenance requests or discuss further, we are happy to assist directly.
  Thank you for your feedback. We value your residency and hope to resolve any remaining issues amicably.

• Initial Complaint

  Date:10/03/2024

  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.

  Lived at Springs at **********: 11/21/22-8/27/24. Staff did a pre-inspection 2 weeks before move-out and sent us a FINAL invoice of $780.18 2 days after moving out with damages which we were getting ready to pay. We never received a pre-inspection report allowing us to make any additional repairs IF noted. Then almost 2 weeks later, send us some other invoice in the amount of $2,240.18. We disputed it and all they can say is sorry their staff didn't follow procedure and they will retrain their staff for not following procedure. Since their payment portal doesn't allow us to pay the $780.18 we asked to adjust the invoice or provide us with documentation of the charges. We tried to escalate to corporate which in turn handed off to some "customer care coordinator" who doesn't "care" about the "Customer" . They did not follow their own procedures and now we have to take the fall from their poor management not only with the staff onsite but also at the corporate level. We've been going back and forth and getting no where.

  Business Response

  Date: 10/14/2024

  The Springs at **************** has received your grievance related to your residency at our community and applicable move out charges for apartment home damages. Prior to selecting our community to reside in you were fully aware we were a smoke apartment community. Your signed lease agreement also communicates The Springs at **************** as being a smoke free community.
  Your ************* Complaint does not align to your signed lease agreement and extensive damage to our unit from two years of heavy smoking in the unit. To restore unit and make it a rentable space to the next lease holder **** had to invest money, maintenance labor and vendors to replace carpet. We've had to replace all window blinds, outlets, vent covers, hardware, lighting fixtures and hire outside painters to paint unit to remove the extensive yellowing of smoke and odor.  
  The Springs at **************** is also a very friendly pet friendly community. We welcome pets with the expectation pet owners such as yourself would adhere to your lease agreement and pet addendum. Unfortunately, the additional rentable garage space attached to your apartment home was used as a space to let your dog relieve themselves versus the outdoor spaces located throughout our community for pets to relieve themselves.
  We are still repairing the extensive damages from odor of cigarette smoke and dog urine in the attached apartment home garage.  The Springs at ********** will continue to work with our maintenance team and vendors to restore our unit back to a rentable space for a new leaseholder looking to rent a home marketed as a smoke free community and with responsible pet owners.
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 16, 2024, I did an online application for the Springs at ********* in *********, ** which is owned by Continental Properties. I paid $75 for the application fee, $200 for the administration fee and $300 for the deposit. On August 20, 2024, my application was approved by *************************,Centralized Leasing and Administrative Specialist Continental Properties On August 21, 2024, I received an email from ***** with Springs at ********* with a Move-in statement which added additional fees for *************************************** *****.Also, on August 21, 2024, I received an email from ******************************* that states: Your application was Approved with a refundable security deposit of $300.On August 22, 2024, I emailed ************************* at Continental Properties and ******************************* to let them know that I do not want to move forward with the move in which was set for August 23, 2024 pending the signing of the lease which I didnt sign.I received a phone call from ***************************** with Springs of ********* on August 22, 2024 at 3:41pm from phone number ************ telling me that since I was no longer interested in moving into a unit at Springs of *********, I will not receive the $300 deposit back and I will not receive the $200 administrative fee back.My understanding is that if I decline to sign lease documents because I am not interested in moving into an apartment complex in which every day I am told about a new fee and I have several emails from several different email addresses within Springs of ********* that are asking me to pay different amount of monies for the new add on fees and the remaining days of August pending a lease to be signed.Its completely clear to me that every person who works for Continental Properties and/or Springs at ********* are not working together as no one knows what the next person is doing.I demand to receive in total $500 back from this company since no lease was signed and ample notice was given.*******

  Business Response

  Date: 09/04/2024

  Hi *******,
  
  We appreciate your interest in Springs at ********* and strive to make our application process as trouble-free as possible. I can confirm that on August 16, 2024, you did an online application for the Springs at *********. During the online application process, you did pay $75 for the application fee, $200 for the administration fee and a $300 hold fee for the apartment. The $300 hold fee is applied to the unit as a security deposit at the time of lease signing. The hold fee is only refundable in the event your application is denied for residency, not upon cancellation of your application. Failure to execute a lease agreement or refusal to occupy the premises on the assigned date results in the hold fee, administrative fee, and any subsequent fees paid at the time of application to be non-refundable. Attached is a copy of your signed application where these stipulations can be found on the bottom of page 6 and top of page 7 under the Consent Form. As you mentioned, on August 20, 2024, your application was approved by *************************, and on August 21, 2024, you received an email from ******************************* with your welcome letter for move in. On August 22, 2024, we received your email letting us know that you did not want to move forward with the move in which was set for August 23, 2024. Upon receiving your email, our on-site community manager, *****************************, called you on August 22, 2024, to find out more regarding your decision to not move forward with your approved lease. During this call, we did inform you of your signed application to ensure you were aware that upon cancelling your application you would not receive the $300 hold fee back nor the $200 administrative fee. Our team reached out in an attempt to answer your questions regarding canceling your lease and receiving a refund as soon we were aware you were no longer interested in moving forward. We want to provide transparency in our leasing process and ensure that you fully understand the signed rental application. Our team is still available should you have any additional questions that we can help provide clarity on.

• Initial Complaint

  Date:08/01/2024

  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 have been trying to get a leak fixed for over a year in my apartment and now that I bring up ending my lease they want to try and fix it I just need someone to talk to about ending my lease I have all the information and proof to support this please someone just contact me.

  Business Response

  Date: 08/06/2024

  The community manager followed up with ****** in reference to his ceiling leak and informed him that we have found a solution and will begin making the repairs today from the outside and will follow up again on Thursday to ensure that the ac hasn't leaked. We will then have our contractor go in to repair their ceiling damage on Friday (if approved by them because they have a dog).

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business that is now only allowing residents to use the trash area during office hours. The trash area is completely closed and they solution was valet trash. This is a break of contract because nowhere in my original lease does it say you cannot use the trash facility that I am charged monthly for now only 6/7 days and not after normal work hours. This is a perfect example of lazy management who would rather punish all residents than do the work and figure out the actual perpetrators. The valet trash that we pay on top of paying for the trash facility only comes Sunday-Thursday. This means on Saturdays we cannot throw anything out past 4pm. Management is essentially forcing trash to stay in our apartments if it accumulates to full past 4pm on Saturdays. Being entirely closed on Sunday should be considered a health violation, having to wait for valet trash to come some time at night, it is never consistent. Valet trash also does not come on holidays nor bad weather conditions, if that was to fall on a Sunday the residents would be paying full rent, full pre-billed utilities and unable to dispose properly of waste. I have never heard or could not even think something like this would be an option management would consider. This is unprofessional and creating unsafe conditions forced upon residents. If I am now only paying for certain times to dispose of trash, unlike what I originally signed in my contract, I should be billed accordingly and have some sort of financial credit now that I know they can break their side of the contract anytime they have a problem they cannot fix.

  Business Response

  Date: 05/03/2024

  Hello,

  Cleanliness in the community is a top priority and we are happy to discuss opportunities available for disposing of trash when Valet Living is not an option. Our onsite community manager ****** has reached out to this resident to further discuss. If there are any additional concerns she is available to continue the conversation. 

  Thank you

  Customer Answer

  Date: 05/03/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Applied for an apartment and they kept raising the rent price, telling me I was approved and then I wasn't so I canceled my unapproved application by their own words. I should have been refunded instead they have not returned my money's and un rightfully charged my young daughters credit who signed no documentation with them $101.I would like a refund of $374.00 for services not rendered, and the charge of $101 removed from my daughters credit report **************************************.

  Business Response

  Date: 04/25/2024

  Hello, 
  We sincerely apologize for the challenges you've faced during the application process, and we deeply regret any inconvenience caused. Your feedback is invaluable to us, and we assure you that we take these matters seriously. We understand the frustration caused by miscommunication,errors in the process, the outstanding balance due to the stop payment on your account, the changing move-in dates, and the deposit issue. We also want to acknowledge that your application was indeed approved, and we understand that some missing documents were needed from you to complete the application process. Our records indicate that we made multiple attempts, both via phone call, email, and text, to request the missing documents. If you're open to it,we would appreciate the opportunity to discuss your outstanding balance issue and provide clarification on your final account statement. Your satisfaction is important to us, and we're dedicated to making things right. 

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have contacted the corporate office multipletimes with no response,  my application was not approved and my daughter ************************************** did not sign any application documents. I am requesting my deposit be refunded and that the $101 fraudulent debit be removed from my daughter ************************************** credit report. I am prepared to contact a lawyer and my local news.

  Thank you
  
  Regards,
  
  ****************************************

  Business Response

  Date: 05/08/2024

  
  Thank you for your message regarding the lease contract for *************************** ******, *************************, and *************************.
  I want to clarify that the signed lease agreement by all parties serves as our official documentation. This agreement outlines the terms and conditions, including financial obligations, agreed upon by all parties involved. Therefore, charges were applied accordingly based on the terms outlined in the signed lease. This lease is attached. 
  As such, no changes will be made to the charges incurred.
  However, we understand your concerns, and we are committed to addressing them. If there are specific issues or discrepancies you would like us to review, please provide further details or documentation. We will investigate the matter thoroughly and provide any necessary clarification.
  We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please don't hesitate to reach out.
  Best regards,

  Springs at ***************;

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is just a repeated reply from the company, no one had responded to my calls to solve this matter. I would like my deposit refunded to me since my application was not approved.
  
  Regards,
  
  ****************************************

• Initial Complaint

  Date:04/15/2024

  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.

  Applied in June-July of 2023 with *********, the property manager was ***** who is now gone. Explicitly advised both of them I did not live in the state and it was a company move, I was unsure if I was officially moving. I was coerced into putting a deposit down being advised thats the only way they could hold the property (that was a lie). I advised ********* on 8/31 via email and phone (as they stated I had to do) I would no longer be moving there, that was roughly 2 months before the move in date which was 10/21, on that same call on 8/31/23 she advised me that the move in date would be pushed back due to transformers not being available, and the home wasnt completely built as it was still being worked on; it was not move-in ready nor habitable at the time of this call. Fast forward to 9/20 I advised them again I would not be able to move due to my company cancelling the move, and asked for my deposit back, she basically declined and said Id have to talk to *****. ***** was never available to speak with whenever I called, so I went their property management, Continental Properties, who is just as bad, got nowhere. I followed their requirements by sending an email requesting to cancel the APPLICATION, I receive an email (no phone call) from ***** of a canceled lease agreement with essentially a forfeited deposit. I never moved in there, I never even lived in the state. Reviewing their terms and lease agreement it states IF the PROPERTY must push back the move in date and you wish to cancel you are allowed to request and receive your deposit back, on top of that I canceled the application within their 60 day notice policy timeframe. They are not an honest company nor do they follow the proper landlord tenant laws under the state of IL which also states they are required to issue a refund back to the applicant if an application is canceled. Once again I never lived here therefore there wasnt a lease to terminate, just a deposit to hold while being built.

  Business Response

  Date: 04/23/2024

  On July 15th, 2023, an application was submitted and signed by this applicant and another occupant, including a statement of: If applicant fails to execute a lease agreement or refuses to occupy the premises on the assigned date, the good faith "hold fee," administration fee, and any subsequent fee paid at the time of application are not refundable.
  
  The application was approved on August 18th and on August 31st, when we called, it was stated on the recorded call that even with a potential delay of the home, the applicant said that her job was likely no longer relocating them to ********. In that phone call, ********* mentioned that the amounts paid would not be refunded and she would recommend asking the job to cover those fees and the applicant said she told her job that as well. The applicant said she would let us know, because the cancellation wasn't definitive but that if they did move and we needed to push the move in date, that "would be fine."
  
  On September 20th, we received an email from the applicant stating that her job was no longer relocating them so they needed to cancel. ********* replied back on September 21st stating that the fees paid would not be refunded, as discussed on the phone back on August 31st.
  
  The resident disputed the charges, so after the Final Account Statement process, we sent the balance due to collections, but the dispute was then denied, which put the funds back into the applicant's cancelled application account. The applicant reached out to Continental in December stating she received communication from NCS but shouldn't owe a balance. I reviewed the account and saw that the payment was given back to us so I was able to confirm with NCS that she didn't have a balance due in collections.
  
  Cancellations of approved applications result in forfeiting funds that had been paid to reserve the home.

  Please reach out to the **************** with any further questions. 

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The application fee and lease agreement are two entirely different amounts. I agreed to an application fee of $350 which included a deposit and the application amount. Being charged $2,350 was for a lease agreement that was never authorized. Funds cannot be forfeited when they were not approved. Nowhere does it specifically state either in any of their documentation nor was it disclosed by the leasing agents that the funds would not be returned due to the propertys delay. Again, I was advised the property could not meet the expected move in date, I also advised within the 60 day notice that I would no longer be able to move into the property. Therefore, that leaves me in legal right to receive the funds back in their entirety. The dispute with my bank was not declined; the chargeback was approved and the property but the charge back into collections because I was rightfully awarded the funds back. I need legal documentation provided during that date explicitly showing the funds are not to be returned to a canceled application due to the property being unable to fulfill the move in date because ultimately that is what happened. I advised them in writing and verbally within the 60 day window that I needed to cancel an application, not a lease agreement, and the leasing agent advised me the move in date could no longer be fulfilled. Based on their documentation both of those things entitle me to a full refund. 
  
  Regards,
  
  Chanel *********

  Business Response

  Date: 04/29/2024

  The application states: "If applicant fails to execute a lease agreement or refuses to occupy the premises on the assigned date, the good faith hold fee, administration fee and any subsequent fees paid at the time of application are not refundable... The good faith hold fee is only refundable in the event that this application is declined for residency."
  
  The application was not denied, it was cancelled, meaning that the applicant is not entitled to any refund of funds paid.

• Initial Complaint

  Date:04/02/2024

  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.

  We have notified our main office of smoking in building 5. They have been aware of this for at least 1 month. They refuse to acknowledge the problem of smoking in the building that violates lease agreement. I refuse to pay for an apartment that has the smell of cigarette smoke within the building walls. I did not agree to live in this smoke smelling development. We have complained about this and still nothing has been resolved in this matter. We are wanting our rent payment back as we are battling with this smell as it affects our health and our trying to start a family and I do not want me wife to be inhaling smoke daily when she leaves the development

  Business Response

  Date: 04/10/2024

  Thank you for reaching out in regards to your concerns.

  These residents had first reached out in regard to the smell of smoke coming from one of the surrounding homes in building 5 on 02/01/2024 at 9:32pm. That message was referencing the smell of Marijuana, our team had sent out a message to the building they reside in reminding at 9:33am on 02/02/2024 to remind people that we are a smoke free community.
  They had also reached out again for smells of smoke again on Feb 12th, March 1st, and March 5th. Our team had also sent out another message to the community on March 18th reminding people that we are a smoke free community. We have also as a team went and walked the building multiple times to try to locate the smell.
  On 04/03/2024 we did a lease violation on 5110 for the smell of smoke coming from outside the home when two of our team members **** and ******* had smelled cigarette smoke from the door of 5110 after being alerted of a smoke smell that was coming from that building. We also tried to call the resident with the initial complaint on 04/03/2024 to discuss possible options for a transfer and to let them know again that we are working on the issues that have been presented to us but didn't get in contact and left a voicemail. Another message was also sent over on 04/09/2024 to follow up on the voice message that was left in regard to a possible transfer since we have not heard back after leaving a voicemail. We have also ordered them an air purifier to help with the air quality in the home. 
  The residents had also mentioned that they would be interested in a transfer on site to building nine when that is completed in the middle of June. They had mentioned ***** as an option of interest which we are working with them on but havent heard back yet to take the next steps in starting the transfer process for them. The office staff would be happy to discuss this transfer availability further if they would like. 

  We do have record of all individual and mass communications that have been sent. 

  Thank you

  Authentix Lakeville Team 

   

• Initial Complaint

  Date:03/06/2024

  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.

  Paid 1200 dollars just to do a application for a rental unit and was denied and havent received my check yet and its been over two whole months of me calling and emailing this company

  Business Response

  Date: 03/07/2024

  Hello,
  
  We do apologize for the delay in the return of your deposit funds. We work to process refunds as quickly as possible. According to our record you applied on 1/8/2024 and were denied on 1/13/2024. We processed your refund on 1/21/2024 and had it mailed out by our accounting team on 1/26/2024 using **** mail. We received word from you on 2/13/2024 that you did not receive the refund. We touched base with our accounting department to confirm payment and addresses and it was assumed lost and reissued.You reached out again on 3/6/2024 that the refund was not received. We do apologize for this delay and want to get you your funds as swiftly as possible.The issue unfortunately lies with the **** system. We will be overnighting the check today via ***** to combat this issue. Please contact our ************************ office directly if you do not receive the overnighted funds by the end of the day tomorrow. 

• Initial Complaint

  Date:02/25/2024

  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.

  My family and I dealt with a bee infestation that my family dealt with for over a month. We have an 2.5 year old daughter, so it was very unsettling. **** flew around our apartment and when they were weak, they ended up on the floor. Maintenance would come in with sprays and tape to help fix the issue. I was told pest control would come but were a couple weeks out. I am unsure whether or not they ever came because I was not informed. The problem did eventually stop, but may have been because of the time of year-they were dying off. Also we had mildew /mold that grew within the groves of the tub. No matter how hard I scrubbed, the mildew always came back. Maintenance came over and scrubbed it away on one occasion. They stated that it is a problem with every apartment and is associated with the structure of the tub. My daughter was brought to the ** and pediatrician on many occasions due to asthma exacerbations. They stated that the mildew growing in the bathroom was a primary cause. My daughter would have coughing fits and projectile vomit.These are primary reasons for us moving out. Our childs health should never be impacted by conditions of our living situation.

  Business Response

  Date: 02/28/2024

  Hello,
  
  After reviewing your account there was (2) work orders submitted regarding bees in your apartment.  The first work order was submitted on October 15th, 2023 and the 2nd was submitted on October 19th, 2023.  Both work orders were investigated,addressed, and completed by our onsite maintenance staff within 24 hours. On October 16th, 2023 maintenance documented that they closed an open window and sealed around the front door to help reduce the number of access points the bees had to your home.  We also show that our professional pest control company, Four Seasons Exterminating, serviced your apartment home on October 25th, 2023 and applied a product around the perimeter of your home to help deter the pests.  We can only assume this treatment worked as we do not have record of any further complaints regarding bees in your apartment after October 19th, 2023 and considered the case closed. 
  
  Our records indicate (1) work order was submitted regarding mold in your bathroom shower which was submitted on March 21st,2023.  Maintenance responded on the same day and after their investigation confirmed that the staining in your bathroom shower was only mildew and was easily removed with some Chlorine bleach and a stiff brush.  Bathrooms are naturally wet, damp and dark at times and mildew can easily grow in grout which was the case in your situation.  We do not have any record of the mildew coming back as there were no further service requests entered for this particular problem after March 21st 2023 all the way to your vacate date of February 17th, 2024.   When you vacated your apartment home no further signs of mildew was found during the turnover process. Please reach out directly to our property team if you would like to see records of the specific work orders. 
  
  We congratulate you and your family on your recent house purchase and wish you nothing but the best in your future!