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

• 

  Springs at Weber Road

  700 S Weber Rd Romeoville, IL 60446-7800

• 

  Springs at Laurens Rd

  1401 Laurens View Rd Greenville, SC 29607-7727

• 

  Springs at Apple Valley

  14650 Foliage Ave Apple Valley, MN 55124-6190

• 

  Springs at Willowbrooke

  7700 36th St N Oakdale, MN 55128

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:01/17/2024

  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 moved out of our Springs of Tradition apartment on 12/10/2023. We were insured through ******* insurance through the end of our lease. When we received our final statement via email, there was a fee of $75 for non-insurance listed. I called the office multiple times and left messages, I was finally able to get the manager *************************** on the phone on 12/21/2023 at 12:17PM EST. I explained to her what the issue was and she took a look at the insurance and confirmed that we were insured and she assured me that she would be getting it corrected. We got our check in the mail shortly after and it had not been corrected. My husband, ***********************, went into the office on 1/15/2024 to clear things up, and he was told they werent sure if it could be corrected but they would call him back in the next day. They did not call. We would just like our $75 refunded because we paid for insurance for the entirety of our lease.

  Business Response

  Date: 01/25/2024

  This has been corrected as it took time to verify the insurance compliance. Their insurance coverage has been verified. The former resident's Final Account Statement has been adjusted. We are refunding the $75 insurance-noncompliance charge to the former resident via refund check. The former resident has been sent a newly updated Final Account Statement and has been contacted to resolve this issue.

  Customer Answer

  Date: 02/03/2024

  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.
  
  We have not received any communication via phone, text, email, or mailed letter with an updated final statement or any contact otherwise to consider this resolved. We waited over a week to give the business ample amount of time to reach out. As previously provided to the business and shown in our original supportive documentation, our mailing address is ***********************************************. Our phone numbers are ************ (******) and ************ (*******). The preferred email address is ******************************. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/09/2024

  Hello, 

  Our onsite manager at Springs at Tradition has spoken to both residents on 2/6 to confirm they received the updated final account statement. Both residents have confirmed receipt of the updated statement and confirmed they received the original refund check that was sent to them. One resident came into our office following the original inquiry with the BBB and they discussed the status of the update at that time as well. Updated final account statement has been attached for review by the BBB. If either of the former residents have any further questions our office team at Springs at Tradition is willing and able to assist. 

   

  Thank you

• Initial Complaint

  Date:11/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5 months of violations of section 13 of lease started September 1st 2022. Failed lease extension from expired lease on August 31st 2023. The extension started on September 2nd 2023. September 1st received illegal charges. Discussed extensively with this company, and they offered no reasonable recourse for illegal actions by this company. They have the sole intention to legally enforce a lease contract on the end of the tennat. They tried to argue ********* holdover law. This is an arguable interpretiation as the company tried to extend my lease for the first day after they believed my lease extension ended. The company has many internal software issues that have caused many of these issues. They have numerous violations of the lease contract but wish for their tennats to be held accountable to every aspect of this contract.

  Business Response

  Date: 11/07/2023

  We comply with practices and policies in our lease provided by the ****************************** and reviewed by local legal counsel. We require a 60 Day Notice to Vacate and offer lease extensions/renewals in advance. **************** chose to execute a 13 month lease renewal, in effect September 2nd 2023 to October 8th 2024. 

  Customer Answer

  Date: 11/07/2023

  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.
  .
  

  Attached is the legal matter. Authentix charged a $0.10 pest control fee that was never included in any contract with me. I am unsure of where you got the understanding that Authentix had complied with every term of the lease. In the email dated 10/18/2023 called Re: Lease Balance, your manager had removed charges due to pest control. The issue I have with your statement is that **** deleted the entries on my ledger instead of refunding me via a reversing general ledger entry and keeping the old charge, as he had done with previous refunds in the past. Clearly, I was concerned about a situation like this, which is why I have saved said email. Authentix had deleted evidence related to this case by removing the ledger entries. I have deep concerns because Authentix is now claiming no wrongdoing after deleting evidence related to this case.

  
  Authentix had charged $3 per month for the months of April through August for a pest control charge. This charge was never included in the contracts previously provided. Authentix had charged me $0.10 on September 1st for a pest control charge. Authentix considers all charges on September 1st to be leasehold charges. The issue is that the $0.10 pest control charge is not a valid leasehold charge because it was not a legal charge on any lease contract I had with Authentix. As well, Authentix has failed to properly extend my lease. Dated 8/31/2023 with the title RE: Rent Paid for Lease **** had said that he would fix the issues relating to my lease extension at the time. Because **** had failed to properly extend this lease, I was financially damaged. **** had assured me that the issues relating to excessive charges on my lease extension beginning in September would be resolved. I had believed that **** would fix issues related to this extension. **** was personally surprised that I was technically not a tenant on September 1st. Because of ****'s assurance that the extension would be fixed, I believed that I would be a tenant on September 1st. The issue with my lease extension contract is the simple fact that the terms of the contract on the website are wrong. They had a lease contract on the website to begin at the beginning of September that would be more than what I agreed to. This is because this extension was ****'s first. It had taken a longer amount of time than normal. Because of that, the charges increased on my lease to terms that I had not agreed to. **** had been able to do some work on this, but he did not fix an underlying issue that I was technically not a tenant under your system. This was because the original manager, when I signed the contract, had me in the system as a tenant starting September 2, 2022, in my first contract. Authentix had stated Section 13 lease violations as well as being unable to properly extend my lease contract. After this many violations, hearing the official position of Authentix, as they have done nothing wrong, is an insult to me. If you had done nothing wrong, why would you admit fault for the section 13 lease violations in my original contract to begin with? Please respond to me with honesty in regards to this mediation.

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

  Business Response

  Date: 11/16/2023

  We comply with practices and policies in our lease provided by the ****************************** and reviewed by local legal counsel.  We require a 60 Day Notice to Vacate and offer lease extensions/renewals in advance. This resident chose to execute a 13 month lease renewal, in effect September 2nd 2023 to October 8th 2024.The pest control fees from 9/1/23 were a continuation of the previous lease. This does not void the current lease. 

  Customer Answer

  Date: 11/16/2023

  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 September 1st charges you considered leasehold charges in the past. If you still consider them leasehold charges, then they are simply violating previously mentioned ** statuate regarding leasehold chareges. This was your postion. If you wish to consider this a continuation of the previous lease, then the issue present is that previous lease expired August 31st.

   

  In terms of the leasehold they claimed,under Section 31. Default by resident- Default- You or any occupant, invitee,or guest must not hold over beyond the date contained in your move-out notice or our notice to vacate (or beyond a different move-out date agreed to by the parties in writing). If a holdover occurs, then, in absence of proof of greater damages, we recover as minimum damages twice the rental value apportioned on a daily basis for the time you remain in possession, as provided by law.Interesting that the company didnt attempt to charge me double the rent for the property the day they believed I had held over the apartment. Clearly,September 1st was not intended as a holdover. It is a failed lease extension. Understand the pest control charge is not an allowable charge in either your ******************* ** leasehold statuate.

   

  I am currently deeply concerned with the responses from Authentix lately. Attached is a statement sent to me from ****. It is titled Balance for Move out 11-09-2023. It is a current balance statment on my account. The major issue with this statement is the fact that states I have moved out on 11-09-2023. This was not the case. I had moved out on 10-28-2023. The statement states that I given them notice of 11-09-2023. That was not true either. They also stated that the reason I had moved out was because I had lost a job. The major reason I had to move out was because of mental health. I had to resign from my previous job because of serious panic attacks. I can get a new job, but with my current mental state, I believe it is best to work on that before returning to the workforce. I had sent an email to **** attached Final Account Statement 11-14-2023. In this attached email, I was presented the statement titled Balance for Move out 11-09-2023. The statement demands payment in full by 30 days within the notice.

   My issues with this statement is the simple fact that Authentix does not wish to provide me with any phone customer service. They refuse to answer my phone calls. After this many weeks of this occuring, and the fact that in emails I had stated my belief in emails that I am more than happy to produce. Authentix never disputed this assumation of mine, so I believe it to be fact after weeks with nobody from Authentix answering the phone or calling me back as I had directly instructed them to do so in voicemail attempts. Clearly, there are issues with their final account statement. I had wished for them to speak with me about the statement. **** even said in attached Final Account Statement 11-14-2023 that he would by the end of the day. As it stands, they have provided no reasonable explanation for these isuses with a statment they wish to send to collections. Authentix continues to claim no wrongdoing whatsoever in every response without discrediting any evidence presented that clearly denies them of any legal high ground. This company is currently wishing to send a faulty account statement to collections. I am currently believing that Authentix's responses are created to stale this process, so this account can go to collections. Because of this serious concern, I would like resoultion before the account goes into collections. If Authentix continues their complete denial of any wrongdoing without addressing any serious concerns I have, then I don't want them to send a faulty statement into collections. I will say faulty because it is clearly not a correct statement. It claims I moved out later then I actually did. I was not an ******* in November at all. Authentix will not answer a simple phone call about this issue. I need a dialogue about this situation. Authentix is only denying easily refutable postions without addressing any direct evidence that I have provided.

   

  It is a simple issue in our current dispute. Who is currently attempting to reach a reasonable solution in this situation. The party that doesn't allow any phone conversations. The party that blankly denies any wrongdoing. The party that is proven to have violated sections of their own contract, and denies it even when presented clear evidence of this, or the party that is providing evidence and making clear reasoning behind my position. I want a resoultion. I want a serious disscussion about this situation. Unfortunately, Authentix is unwilling to admit any faults in this discussion or refute with reasoning any evidence I have presented. It is the same answer that they present every time. It is some variation of "Authentix were not at fault to any degree" after clear evidence such as the lease contract and ********* Statuate were cited. Please be active in these discussions. I want this resolved. After eveything provided, and your timeline to send this alleged debt to collections, I wish for this process to be resolved before any statement goes into collection.

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

  Business Response

  Date: 11/17/2023

  We understand there is some confusion regarding your final account charges and the dates and terms surrounding your departure from the community. We have followed all procedures as outlined in our lease. If you have further questions, please reach out to our office directly so they can best assist you and answer any follow up questions you may have. 

  Customer Answer

  Date: 11/17/2023

  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 called you as you requested on 11/17/2023 at 2:42 PM CDT. I was met with your answering machine, as has occurred in my past attempts at phone communication. I realistically cannot agree with your statement that you have followed the procedures with the lease to any degree. You have 5 months of clear admitted Section 13 lease violations in the 2022 lease. You claim that the September 1st charges are legal leasehold charges. I have provided the section of the ********* statute that clearly shows that if this were a leasehold, you would have a clear leasehold violation on that date. I have shown why Authentix is clearly not attempting a leasehold with testimony and the fact that Authentix did not follow leasehold procedures written out in the lease contract. I have also provided email conversations where **** struggled with his first lease extension. **** had to alter the charges in the system because of the internal software issues. I clearly didn't have access to the correct date of the lease begin and end for the lease extension on the dates in question because of these software issues. With my communications with ****, it could easily be assumed that these lease issues would be fixed. I really would not expect that **** would have me without a lease on the September 1st date after directly telling me that he would fix the issues with my lease extension. Lastly, Authentix is currently attempting to collect an alleged debt that has clearly refutable facts that are incorrect. I have attempted to speak with you about this alleged debt, but Authentix has yet to answer their phones or call back as promised on this alleged debt see email Re Final Account Statement **********.

  
  As far as the ****************************** providing your lease documents goes, that is completely irrelevent in this discussion. I am not currently having issues with your lease document provider. In terms of the *** Click and Lease product that I assumed you had been referring to in your previous communications, I hardly understand why this is a relevant fact in the complaint. This non-profit organization you claim is providing you with software, I have previously mentioned, the apartment package includes *** affiliate membership, which is based on location. I have not found your business in their membership directory. *** lease documents don't matter at all in this complaint. I have provided ********* statutes that you have violated. I have provided sections of the lease you have violated and how you have violated it. You have claimed that purchasing lease documents from a non-profit determines whether you are immune from consequences. Please communicate with me in good faith.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in the springs apartments in ********* ******** and moved out under section 32 of your lease that states fixtures will be maintained and they were not out gate was broken for well over 6 months and I had to call the police on a person that was living in their car right maybe ************************************************************************************************************************************** the situation was handled! Ya by me i called the cops not property staff me! Then the very next day the gate was magically fixed but i was told for months it was so complicated and they were working on a fix so it was so complicated that after someone was arrested on the property in the common area (that also are supposed to be kept clean under section 32 of your lease)! Then it broke again and i had to yet again inform property staff that a man was parked in a handicap space *** sleeping in his van again 200 feet from my house where my kids sleep my girlfriend and her daughter were both abused by her ex and have a reistraining order against him and is the reason we choose a supposed to be gated community! In an email to ***************************** she said that a homeless drug addict sleeping in his car could happen anywhere i said no that couldn't happen in any other gated community because the gate would be working properly. ***************************** the property manager is a liar i have email proof of that I turned in a letter when i leaft the property under section 32 of my lease and that was on september 1st ******* said i moved out on the 6th when i called her out on it in email she said that what she was told it was turned in on saturday the 2nd and also that the letter had no date on it which the letter had a date on it on top and the date written in the letter,then i was told i have 30 days to pay my final which is wrong because it has a **** charge for skipping the lease i didnt skip i moved out under section 32

  Business Response

  Date: 10/27/2023

  All fee's applied to the resident final account statement are per the lease contract. If previous resident chooses to schedule a court date and work with their attorney's to dispute the balance as he claims, we are happy to comply.If we do not have the full outstanding balance payment or an agreed upon payment plan, the balance will be turned over to collections on October 29th.

  Customer Answer

  Date: 10/29/2023

  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.

  No I dont need to set a court date you do or remove the **** early move out fee per your lease section 32 states you will maintaine fixtures and I lived in a gated community and the gate which is a fixture on the property was broken for 6 plus months and under section 32 it states i had thd right to end the lease term if fixtures were not maintained. I am following the terms of my lease you are not allowed to make up any rules you want the lease must be followed that is the law so if you want to change the agreement to the lease you can take me to court. This is being desputed by me because you are not following the terms of your own lease agreement and can not be turned over to collectoins untill the dispute is resolved if you dont agree take me to court. Again you must follow the law and lease which I am doing. Please remove the **** fee and send me the correct bill and I will pay it immediatly should be around 600 dollars 

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

  Business Response

  Date: 11/09/2023

  Per resident request,our regional attempted to reach *******, but she was unsuccessful. We are abiding by our lease. As we stated before, our legal team has reviewed this case and confirmed that we are not in violation of the lease. Yes, the gates were down due to unforeseen technical difficulties that were out of our control. However, the team took all necessary actions, even though it may have taken longer then expected to fix the issue. 
  
  The charges applied to the final account statement will remain as is per the lease agreement. We are,however, willing to push back the date that the balance will be turned over to collections. We are willing to accept payment in full by 11/25/23 in certified funds or are happy to set up a 90-day payment plan with you as mentioned before. If you choose to do the payment plan, please reach out to the leasing office to complete all necessary paperwork by the end of week. 
  
  We look forward to hearing from you soon. 

  Customer Answer

  Date: 11/09/2023

  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 completley untrue ****** never reached out to me at all or attempted too! 

  You are not abiding by your lease at all 

  32.RESPONSIBILITIES OF OWNER. Well act with customary 
  diligence to:
  (1) keep common areas reasonably clean, subject to paragraph 26 
  (Conditions of the Premises and Alterations);
  (2) maintain fixtures, furniture, hot water, heating and A/C 
  equipment;
  (3) comply with applicable federal, state, and local laws regarding 
  safety, sanitation, and fair housing; and
  (4) make all reasonable repairs, subject to your obligation to pay 
  for damages for which you are liable.
  If we violate any of the above, and you have complied with your legal 
  obligations under this Lease Contract and under state statute, you 
  may terminate your tenancy and exercise other remedies as 
  permitted only by state statute.
  The gate was down for 6 plus months if your team was taking all necessary actions, then  I would not have bad to call the police to have somone removed from the propery they were arrested by police because of my phone call! Not your team and they were parked sleeping in the front seat of there car right next to the maintience building and 200 feet from my front door and many others front door in the gated community! Also its just a coincidence that all the unforeseen technical difficulties that were out of your control were fixed the very next day? Doesn't sound like you were acting with customery dilligence at all! My family's saftey was put at risk due to you not maintaining fixtures so as per the lease agreement the charges of ******* need to be removed and then I will pay. 

  It is you or your legal teams opinion that you are following the lease if you were then you would have already turned this over to collections or just taken me to court! The fee of ******* isn't abiding by your lease at all and you know it or you would take further action please remove the ******* and  will pay the ****** because as you can clearly see in your legder that my move out date was 9-6-23 which is false I truned in my keys and letter of lease termination due to section 32 as explained above you can also check your camers for that day and see I handed my envelope to **** in the front office between 1 and 2 pm mountain time  on 9-1-23! Something else that you guys are trying to do which you know is untrue! 

  Please change my ledger to ****** and i will pay what i truly owe immediately 

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

• Initial Complaint

  Date:10/10/2023

  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 am trying to terminate my lease for emergency purposes I need to move to the east side to take care of family member They are requesting 60 day notice, an additional 1 month total payment as termination of lease fee, plus 25% cost of the remaining months.This is different than what is stated in lease document no where is this listed in the lease document different than what is stated in statute 11 thanks

  Business Response

  Date: 10/11/2023

  Thank you for reaching out regarding your lease with Springs at ************ There is an additional addendum in our leases regarding our early termination policies that is signed by all residents prior to move in. Our onsite team at The Springs at *********** has made contact with this resident to discuss 3 separate options available in her unique situation. The resident is encouraged to reach out to the office directly with any further questions and they would be glad to assist.

• Initial Complaint

  Date:10/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've lived at Springs AT Orchard Rd for about 5years years and have signed several leases with them. Rent is due by the 5th of the month with a $100 penalty if paid after. For the entire time living at Springs At Orchard I've always paid rent on the 6th with the understanding of the $100 penalty and had no issues. I chose to pay this way for convenience due to how my pay schedule ran. I've signed several leases with no issues until this last time in which I was told that I would not able to sign a new lease because of paying rent after the 5th. I explained to the manager that the only consequence for paying after the 5th I've ever faced was paying the $100 penalty in which I always paid. I further explained that I have no problem paying before the 5th going forward and only did it out of convenience with the understanding of the $100 penalty. I further explained that I've signed previous leases with them and this was never an issue or never even mentioned. I told the manager if this was ever brought to my attention I would have gladly made the adjustments. The manager told me that this change was new and that they were not obligated to inform the tenants. They did allow me to do a month to month lease until I found another place to live. I had to pay double the rent for 8 months and always paid well before 5th which proved that the standard rent price was never an issue for me, but I only paid on the 6th out of convenience. I didn't want to move and tried several times to plead my case, but they wouldn't budge on their decision. I was a good tenant for 5 years and my only fault was the absence of communication from the Springs At Orchard ************* team regarding the new rule of making sure rent was paid by the 5th or else the risk of being denied the signing of a new lease. Once again, I've signed 4 leases prior while still paying rent on the 6th with the $100 penalty and had no problems. Please view the attached screenshots to show double rent payments

  Business Response

  Date: 10/19/2023

  From the move in/lease start date of 10/27/2018 through the move out date of 9/30/2023, there were 11 total late fees. From when the letter of non-renewal was issued on 11/10/2022,stating that the home must be vacated by the lease end date of 2/19/2023. The reason for the non-renewal was due to the 6 late payments, along with 1 NSF returned check, during the last 12 months, with those late payments being made on the 6th, 8th, 9th, 10th, 12th (NSF), and 13th.
  
  In the executed Lease Agreement which took effect on 2/13/2022, paragraph 32 "Default by Resident" on page 5 states "you'll be in default if you ... (1) don't pay your rent or other amount that you owe when due ... ," and into the "Notice and Eviction" section, stating "If you default due to non-payment of rent, we may end your right of occupancy by giving you a five-day written notice to vacate ... ." In paragraph 39 "Obligation to Vacate" on page 6, it states "If we provide you with a notice to vacate .. , then you are required to vacate the Apartment and remove all of your personal property therefrom at the expiration of the Lease term."
  
  Not vacating the property on such date, the lease when then expired and is rolled into a Month-to-Month status, which comes with rent premiums.
  
  A refund in the amount of $1619.11 was processed for payment on 10/4/2023 and is being mailed to the provided forwarding address.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lease contract with the Springs at Hibiscus Crossing apartment (owned and managed by Continental Properties) ended on 8/30/23. The apartment office sent me the final account statement which includes water and sewer charges for 2 billing cycles (6/15/23 - 7/13/23 and 7/14/23 - 8/31/23). My typical monthly water and sewer bill while I lived in this apartment was $80 - $90. Even though my contract end date was 8/30/23, I moved out earlier on 8/3/23. In other words, regarding the last billing cycle of 7/14/23 - 8/31/23, I only lived in that apartment unit 7/14/23 - 8/3/23 which is 20 days out of 48 days for that specific billing cycle. However, the water and sewer bill for the last billing cycle of 7/14/23 - 8/31/23 was 155% higher my typical monthly bill. After my multiple attempts and emails back and forth with the apartment office, they finally sent me the utility statement which showed the water and sewer consumption for the billing cycle of 6/15/23 - 7/13/23. However, they intentionally refused to provide the utility statement showing the actual water and sewer consumption (e.g. total gallons used and rate per gallons, etc.) for the billing cycle 7/14/23 - 8/30/23. When I checked the statements for the previous billing cycles, it appears that they used the average daily cost from the billing cycle of 6/15/23 to 7/13/23 and calculated my final billing cycle 7/14/23 - 8/30/23 instead of basing it on the actual water and sewer consumption. Moreover, the final bill from a third party (RealPage) they sent me also shows a different amount compared to their final account statement even though those 2 statements were supposed to be the same. Therefore, I believe this apartment has fraudulently charged me for the final water and sewer bill.

  Business Response

  Date: 09/27/2023

  Our previous resident agreed and signed a Notice to Vacate form ending their occupancy of their apartment home at Springs at Hibiscus Crossing for the date of August 30th,2023. As the resident retained responsibility for occupancy of the home through that date, no person from Springs at Hibiscus Crossing entered the home and therefore we would have no knowledge of a reason for an escalated water bill.We understand that this resident is concerned with their bill and have reached out to our 3rd party vendor who supplies and maintains our water metering as well as the local utility company as a courtesy to the resident to address their concerns. However, as part of our lease agreement,Springs at Hibiscus Crossing is not responsible for the utility usage of our residents' homes. These bills are monitored and billed to the resident based on received statements from the local utility company. We do not know why this resident's water bill escalated compared to previous bills, and did attempt as a courtesy to research further to see if there was an internal or ****** error,however our findings were consistent with what was charged originally.

• Initial Complaint

  Date:08/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my new townhouse on March 6th, 2019. The apartment was structurally perfect, but I think the staff was really unethical and a money grab. Because I told he couldn't live with me, things took a turn for the worst in May 2019 when I had a family stalker. He grabbed my extra keys, punched out my televisions with his fist, and camped out outside the establishment while he waited for me to enter. The police were summoned, the locks were changed, but I was still having some problems. My leasing agent then called me on May 13th and said, "Hey we have something called an emergency leave if you can be out today then you will only be responsible for the month we are in." So on May 13th, I packed up everything and followed the instructions to give my keys in at the mailbox. A few months later, I receive a ledger stating that I was officially evicted on May 14 of 2019 but didn't leave my home until May 21 (I have an email as proof). How could I be issued with an eviction notice if all of my items were removed from the apartment and I was no longer able to access the property on the "eviction date"? In addition to charging me an absurdly high amount of money without my permission, the collection agency they assigned to me didn't have the right address, so I wasn't receiving any mail regarding this, and at one point they wouldn't let me make any payments without a code they were requesting that was given by mail. Years later, I discovered that the incorrect spelling of my street was the reason I never received anything in the mail. That was entirely the problem of the collection agency and Springs, not mine. This has caused me to be homeless ever since, which is highly detrimental to my mental health. Employees cannot inform tenants of one thing while charging them another. How could you serve me with an eviction notice that I was unaware of? Up until I received ledger via email, I knew nothing.

  Business Response

  Date: 09/05/2023

  On May 6th, 2019, the ************** delivered a lease violation notice to the resident's front door due to a reported illegal occupant living in the home. Along with the lease violation notice, a 5-day notice of past due rent was delivered as the resident was past due on the rent that was due on 5/1/2019.Following the lease violation and past due rent notice, management attempted to make contact via email and/or phone (with voicemails) on 5/6/2019, 5/8/2019,and 5/9/2019. Contact was then made with the resident on 5/11/2019 and she said that she had plans to satisfy her balance on 5/12/2019 and that she would like to discuss Early Termination options. Management called and left a voicemail on 5/12/2019 to see if payment would be made and that attorney's fees would be applied to the account on 5/13/2019. Fees for filing for eviction were added on 5/13/2019 and management heard from the resident saying that she would be turning in keys by 5:00 pm on 5/13/2019 and management let the resident know that the account would be treated as a "skip," and the account would be sent to collections if unpaid following the Final Account Statement but that we would not go to court for the eviction due to the home being surrendered. The Final Account Statement was completed on 5/28/2019 and was sent to collections on 6/28/2019 for non-payment.

  Since this occurred in 2019 we must base the response on what we have on record for this unit and resident. They may reach out with any further questions. 

  Thank you, 

  Springs ************* Road 

• Initial Complaint

  Date:06/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely unethical, taking advantage of young tenants, lying to tenants, price gouging, and trying to ruin my credit by sending my information to a debt collector when I was never on the lease. June 1st 2023 provided my name and ssn to a debt collection agency for my son and girlfriend's apartment when I was not on the lease. I was on the guarantor application but they did not require me as a guarantor on the lease so I never signed a lease. I was never notified of any late or delinquent payments since I was not on the lease yet they provided my info to a collection agency in order to ruin my credit. ***************** confirmed I am not on the lease. I need to be removed from any debt collection of an apartment where I was not on the lease as a guarantor.Now they are price gouging my son and girlfriend $2,666.63 in utilities for a 5-month period. Utilities went from 104 on average per month to over a 1K!WaterSewerUtilityTrashStorm WaterTotal $42.94$34.40$6.96$17.20$3.00 $104.50 $33.94$37.42$6.42$17.20$3.00 $97.98 $264.47$294.43$50.30$17.20$3.00 $629.40 $314.01$385.84$62.99$17.20$3.00 $783.04 $422.37$518.70$84.63$23.01$3.00 $1,051.71 $1,077.73$1,270.79$211.30$91.81$15.00 $2,666.63 They lied to my son and gf on March 10th 2023 in an email that if they were out by March 21st then they would not pursue the eviction proceedings. My son and girlfriend were out of the apt by 3/21 and the apartment still proceeded with the eviction leaving them nowhere to live. The apartment also started the eviction when my son and girlfriend were not even over 30 days late, only 17 days late. It is completely unethical to lie to a tenant to get them out. They played dumb after the fact like they were unaware of how an eviction works. My son and gf are very young and do not understand the process and they were taken advantage of and are still being taken advantage of with the price gouging.

  Business Response

  Date: 06/08/2023

  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and appreciate the opportunity to address your issues. We would like to provide you with some clarification and address the points you have raised.
  
  Firstly, regarding your claim of being sent to a debt collector, we would like to clarify that as a guarantor on the lease, you have certain financial obligations associated with the tenancy.During our conversation in the office, you confirmed your role as a guarantor, even though you were not listed on the lease itself. As a guarantor, your responsibility includes guaranteeing the lease terms and potential financial obligations in case the primary leaseholders fail to meet their commitments. You applied as a guarantor and your income and credit were utilized to approve the applicants. Our process does not include you on the lease, but as the guarantor you are financially tied to the unit. Therefore, your contact information was used to address outstanding payments related to the lease.
  
  Regarding the utilities, we apologize for any confusion or inconvenience caused. The increase in utility charges can be attributed to a significant water leak in the toilet, which unfortunately went unrepaired until after the residents vacated the premises. We made several attempts to access the apartment to address the issue but were unable to do so as the privacy lock was engaged. We understand your frustration, and we regret any inconvenience this *** have caused.
  
  In terms of the eviction process,we provided your son and girlfriend with clear instructions to vacate the apartment before the eviction date. However, they did not vacate the premises until the night before the court hearing. In such circumstances, it is essential to attend the court hearing and present evidence of moving out to the judge. We advised your son and girlfriend to do so, but unfortunately, they did not follow our recommendation. We always strive to work with tenants in a fair and transparent manner throughout the eviction process.
  
  Regarding the timeline for initiating eviction proceedings, it is important to note that we are not required to wait for 30 days before pursuing eviction when lease terms are violated, including non-payment of rent. The decision to initiate eviction is based on adherence to the lease agreement and local regulations.
  
  We understand that you feel taken advantage of and believe there was unethical conduct involved. We assure you that our goal is to provide a positive living experience for all our tenants.We regret any miscommunication or misunderstanding that *** have occurred during your tenancy.
  
  We would welcome the opportunity to discuss these matters further and work towards a resolution. Please feel free to have the leaseholders contact our office directly, and we will be happy to address your concerns in detail and explore potential solutions.
  
  Thank you for bringing these issues to our attention. We value your feedback and appreciate your understanding.

  Customer Answer

  Date: 06/08/2023

  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.
  
  If I am not on the lease and still have any sort of financial responsibility for the tenants defaulting on payments or being evicted why was I NEVER notified of any delinquent/late payments and the apartment had my address and email address as well as phone number.  I was notified of nothing until receiving a letter from a debt collector.

  I also need record of a faulty running toilet causing over a thousand for a water bill in one month because not only is the insane charge on water but also on sewer. 

  Lastly since I am being sought after for a debt I need a number and contact number as the apartment refuses to talk with me.

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

  Business Response

  Date: 06/14/2023

  Thank you for reaching out to us regarding your concerns. We apologize for any confusion or lack of communication regarding the delinquent/late payments and the subsequent actions taken. We understand that it is important to keep all parties involved informed, and we apologize for any oversight in notifying you about the situation. Looking at our notes it seems we didnt contact you as the guarantor since the residents in ***** stayed in contact with us regularly regarding the balance and procedures. We will review our processes to ensure that similar issues are addressed more effectively in the future.
  
  Regarding the high water bill, we have investigated the matter and found that we noticed the water bill for apartment ***** was indeed higher than usual on February 14th. We promptly notified the residents of the entry scheduled for February 16th to inspect and repair any leaks or issues that *** have contributed to the excessive water usage. However, on the day of the entry, the privacy lock was engaged, preventing us from accessing the unit and resolving the problem at that time.
  
  Upon the residents' move-out, we discovered that the flapper in their toilet was faulty, causing it to run excessively and consume additional water. This issue has since been addressed, and the flapper replaced to prevent further water wastage. We apologize for any inconvenience or financial burden this *** have caused you.
  
  To address your concerns and seek further clarification, we recommend reaching out to our debt collection agency, NCS, at their toll-free number: **************. They will be able to assist you with any questions or inquiries regarding the debt and provide the necessary information.

  Thank you for bringing these matters to our attention. We appreciate your patience and understanding as we work towards resolving these issues.

  Springs at Lakeline

• Initial Complaint

  Date:05/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This apartment complex is trying to apply ******* which is not at all the debt that was left the apartment was emptied out and cleaned to the best of my ability. I left one month prior to lease ending and let them keep my last month ******* and Secuirty deposit (double the *******) which wouldve covered cost and expense for the last month, they broke tenant and lease law by releasing my personal information and speaking on the work they did in my home and how they were planning amongst one another to have me evicted which is why i decided to leave the leasing office knowing i am a parent of two STILL signed on a one bedroom apartment which is against the law, i have email confirmation of the breach of privacy between the office staff and maintenance about my personal information, they unlawfully applied an amount owed of **** on my credit bringing it down -47 points AFTER they kept my security deposit and last months rent. They talk about residents that reside in the community and their personal business amongst each other, office staff flirts with residence and they personally have told me directly others private information while gossiping, i left that apartment in tip top shape and i also recorded the whole apartment right before leaving to ensure i have evidence just in case this happened because this complex is spiteful and so are the people working there i would like this inaccurate debt removed from my credit score or i will take it up with the court and i have plenty of proof to suffice theyre falsely applying on my credit inaccuracies and incorrect billed amounts along with that the staff needs to be drug tested because apparently most of them do drugs and are under investigation currently, this is unfair and very untrue the debt they applied to my credit and i have proof for all i am saying this needs to be rectified and removed!

  Business Response

  Date: 05/26/2023

  We appreciate you taking the time to share your concerns regarding your experience at Springs at ***********. We have thoroughly reviewed your account and would like to provide some additional details.
  
  When you applied on 1-31-22, you paid a $200 security deposit, as we do not require the first or last month's rent to be paid at the time of application. The only instance in which we require an additional month's deposit is after the screening process is completed. In your case, you were approved with only the $200 deposit, reflected in both your lease and the final account statement sent to you after assessing the final charges for your home.
  
  On 2/22/23, we were notified by your daughter that you were planning to move on Saturday. This prompted us to contact you on 2/22/23 to inquire about your plans. At that time, you denied the intention to leave,but we reminded you of the requirement to provide a notice to vacate with a 60-day notice period and a termination fee of two months' rent, as specified in your lease agreement. Following this conversation, we sent you a notice of intent to vacate on 2/25/23. However, we did not receive a response or the notice of intent to vacate back from you. On 2/28/23, you surrendered the keys to the home, and during that process, we collected several pictures attached to the final account statement. These pictures document the necessary repairs and maintenance, including carpet replacement, cleaning, and items dropped off at the bulk area.
  
  We are committed to delivering exceptional service and maintaining a respectful environment for all residents. We take all allegations seriously, including your comments about the conduct of our team members. We will investigate your concerns and take the appropriate actions necessary. If you would like to discuss this matter further, please don't hesitate to reach out with additional concerns or questions. Thank you! 

  - The Springs at ***** Sola 

  Customer Answer

  Date: 05/26/2023

  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.
  
  [there was a front desk employee that asked me VIA text if i was vacating the premise to my daughters phone not to mine, ********** my phone # is ********** i was never given a notice to vacate the premise because there was never one created nor handed to me nor put in my mail box nor on my door, the carpet was not dirty in fact I deep cleaned it 4 times prior to leaving and made sure to have a video recording of the way I left the apartment in tip top shape i will include the video of the way the apartment was left additionally I was made to pay prior to move in date of which i have bank statements to suffice this along with the move in date i was required to pay a full month's rent i have receipts for all payments made, additionally my personal information inside my home was disclosed between employer and employees to where a child released my home information related to the workers I can include the full interaction via email once i found out of the graphic information of mine that was disclosed in addition to that i was told by a previous employee at this location to "calm down with the reporting of things that needed to be fixed in the apt because if they wanted to they can evict me for having two kids in a one bedroom home that they created a lease for" i was verbally threatened to not report any more maintenance issues or my file would be pulled and once the leasing office manager saw it was a one bedroom they would term my lease and evict me which is the main reason i left ONE month before my lease ended on top of this most of maintenance that works at this site do drugs (from what i was told by employees there) why would I want to live somewhere with all of these issues and being told not to report maintenance issues because its illegal in the **************** if you have kids to have a one bedroom to stop complaining or my file would be pulled that was created by office staff to begin with and i would be evicted which is illegal to know and even do on their end because the names of all three of ** were on the lease to begin with so they knew it was illegal but still wrote up the lease and still approved it. i have a close to 2 min video showing and proving i left the apart in good standing, the woman at the front office harassed my family in the process of the move about taking a small table to the dumpster for the current month i already paid for and was very rude all because we put one table at the dumpster if needed i can provide bank statements showing i did pay a very large amount for the move in and made one months rent the first night i was there along with last months rent. ]
  
  Regards,
  
  *********************************** *****

  Business Response

  Date: 06/01/2023

  We apologize for your frustrations, we are happy to go over and review your lease and payment ledger and additional charges on your account at your earliest convenience. We look forward to hearing back from you.  - Springs Management 

  Customer Answer

  Date: 06/01/2023

  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.
  
  [you stated on the last message there was no security deposit or last month required however attached with your business header up above it shows i was required to pay two months' rent on top of ****** that you state i only paid which is the total you put on my credit score these are receipts along with confirmation # along with that i was required to make the first month's rent the first day being there which is also on the statement attached to this response. totaling ruffly around the money you're requesting along with this, in the state of ******* it is a REQUIREMENT to replace and pull carpets in apts that were left along with this i deep cleaned the only carpet which was in my room 6-7 times and have a 2 minute long video to suffice what i am saying, so the money on these receipts wasn't required then why did i have to pay if the only requirement was ***** you're illegally charging me for things i paid for in advance and this needs to be removed from my credit or i will take this company to court and also to the ******* news for not only lying as proven on this thread and illegally charging me for things you're supposed to replace if i have these legal documents to suffice my case why is this still on my credit?]
  
  Regards,
  
  *********************************** *****

  Business Response

  Date: 06/06/2023

  We do apologize for the confusion, but according to the image you submitted as well as our records. Your security deposit was in the amount of $200, as listed on the photo as total deposit. You paid that along with the application fee & administrative fee on 1/31/2022. You then made an additional payment on 2/12/2022 which was applied to your rent for the remainder of February.  The total due at move in (as listed on the photo you submitted) was for your deposit as well as your first month of rent. This additional amount over $200 was not a deposit amount but instead the actual rent charge prorated for your mid-month move in. You did not owe any additional rent at move out. You were charged for the early termination fee as well as remaining utilities, & damages. Your $200 deposit was deducted from your remaining balance.
  
  The onsite community manager has made multiple attempts to get in touch with you to discuss your concerns and has not heard back. Our Regional Vice President of the ******* area also reached out to you last week to discuss your concerns and has not heard back. We apologize again that this experience has not been ideal for you, but are happy to discuss the charges and concerns when you would like to get in touch. 

• Initial Complaint

  Date:05/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged invalid move out fees, I have video evidence of the property when I left. I have evidence of the day and time of my videos showing the condition of the apartment. I tried to have a walkthrough with the management which they recommend to avoid charges. When I called they declaimed to have a walkthrough with me. They sent maintenance team which also confirmed they did not do the inspections. Nor did they tell me what they look for in regards to the inspection which it states on the move in documents that they recommend and that they will help you avoid this situation. I was not allowed this opportunity and have been discriminated against. I want these charges reveres from my name. The account was under *********************** at springs at ********** unit 912. I have since had a name change and would like my new name to be withheld for safety and retaliation reasons. I just want these invalid charges cleared as I was not allowed my proper walk out evaluation to avoid the charges. I am not able to submit the videos through this website and not sure how to submit them for review. They are charging me for cleaning a carpet when that is their duty for their next resident. The carpet I left was clean and you can still see the lines from the actual carpet cleaning. I never used that room other than to sleep on my bed which was a ********** king size which took up most of the room. For them to say it needed a cleaning and charge me for it is absolutely ridiculous. Im assuming they just let other people move in after a years worth of someone living there without thinking they need to do any cleaning for their new residents. I did also receive my unit in dirty condition which proves this. I no longer have access to my lease but permission for your ti request it if needed. I was denied the walkthru and new they were aiming for charging because a bad review I left on ****** prior to moveout. I dont have enough characters for other things but charges is all I care.

  Business Response

  Date: 05/09/2023

  Thank you for sharing your recent experience at Springs At **********. We sincerely appreciate your feedback since it helps us continuously improve.  
  
  In your comments you mentioned the carpet not being cleaned or replaced prior to your move-in, being assaulted, and pre-move-out inspection process.  Each move-out is different depending on the living conditions of the tenant moving out. Your signed leased contract states that you will be liable for reasonable cleaning charges. (i.e. carpet,drip pans)  Therefore after completing the pre-move out inspection maintenance deemed it necessary to conduct a standard carpet clean due to the state of the carpet and the presents of an animal in the home as well as having the drip pans replacement due to frequent usage.  Our office has made several unsuccessful attempts to contact you to resolve any questions and/or concerns regarding your Final Account Statement. You recently responded via email to our most recent follow up attempt to avoid collections by stating "Go ahead and send it [final account statement].  We have no records indicating said assault occurring on our community nor where there any reports taken or filed stating this type of occurrence.  After reaching out to ****************************, they informed ** there were no reports of said assault being filed. 
  
  Thank you for your time, I would appreciate the opportunity to resolve this with you at your earliest convenience.