Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2025

  Type: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.

  The company is charging me for things I knew nothing about. Ive also been asking since July 1, 2024 to have my dryer fixed and to this very date April 3rd. 2025 nothing has been done yet it takes me 1 1/2 hours just to dry one load of clothes. I havent been charged for my power bill in the last 6 months Ive paid the same.

  Business Response

  Date: 03/04/2025

  The utility charges in question are outlined in the Utility Addendum which was signed by the resident and property.  We encourage the resident to contact the office for a detailed breakdown for further clarification.  Our records show that when our maintenance team entered the apartment to address a hot water issue the resident declined service for the dryer, stating they were planning to move out.  Additionally the resident declined a dryer vent cleaning in December that was offered. We remain committed to providing quality service and transparent communication. If the resident would like to reschedule a maintenance request for the dryer, we encourage them to submit a new request, and we will address it as soon as possible.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23011938
  
  I am rejecting this response because: they never came into my apartment to fix anything Im here all the time so they never entered my apartment. As far as the dryer that is a bid false it takes me 3 hours to dry my clothes. It shouldnt matter if Im moving or not this has been a problem since July 1st. 2024 its been almost a year and my dryer still isnt fixed. I have proof of receipt where I have paid the same rent for 6 months if not more. This rental property is known to charge their residences fees without showing us any proof. I will take this matter to the news if I have to so that I can get satisfaction for my being inconvenienced.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/14/2025

  We take all maintenance concerns seriously and strive to resolve them as efficiently as possible. A third-party vendor serviced the dryer vent on March 4, 2024, ensuring proper ventilation. However, we have not received any additional maintenance requests regarding continued dryer issues since that service was completed. If the problem persists, we encourage you to submit a formal request through the office so we can inspect the appliance and determine if further action is needed.
  
  Regarding any concerns about charges, all fees applied to resident accounts align with the lease agreement and documented policies, as mentioned in our initial response. We are happy to provide clarification upon request.
  
  Our goal is to maintain a well-functioning and comfortable living environment for all residents. Please reach out directly so we can work toward a resolution.

• Initial Complaint

  Date:10/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had filed a previous complaint on the above business about my bad experience with downstairs tenants being rule and blatantly disrespectful with playing loud music. I was led to believe that the property management was going to work with me to come to a solution, however, that has not happened, and the problem continues. I feel the company was not forthcoming with me in their response. When I first complained, and the company responded at that point SC noise ordinance rules should have been explained to me. I am now being told that in ***************** nothing can be done unless it is after quiet time, which most of the complaints have happened after quiet time, however. I told after quiet time to contact the Courtesy officer, however, when I reached out to the courtesy officer, she told me to call a uniformed officer, never did she come inside the apartment to listen and verify my claim which I am now being told should have happened. I have emails where I reached out about 20 times concerning this matter dating back to June. This is not about noise that is common but, it is the fact that the neighbors are being blatantly rude and disrespectful, and management isn't doing anything. At this point I am wondering if management is saying anything to them at all. At this point I want to be let out of my lease without penalty, I have called the police almost 10 times, i have reached out to management about 20 times, still nothing is being done. As I mentioned I should be able to enjoy the place I pay rent, but I have to on purposely still away from home to keep from having to deal with my disrespectful neighbors. I do have emails, but I could not figure out how to attach them because they are in a different format.

  Business Response

  Date: 11/15/2024

  We have been communicating with this resident. Because we value her residency, we have offered to allow her transfer to another home within the community, with no transfer fee.  She has not decided on a new home yet and is considering our offer. 

• Initial Complaint

  Date:10/01/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The clubhouse/ office at my apartment complex (which we pay involuntary fees every month for 24 hour access) has electricity, and none of the other apartments have electricity for almost 5 days. Some residents were using the electricity to heat up food and charge phones since the hurricane. Yesterday, the manager said they could no longer do that because they don't want them in there. She said she doesnt care that residents dont have power. They have now put chains and padlocks on the doors, and refused access to our only electricity. There are families with children and older people living here, that needed that comfort. I live at the hub at ************** off of ***************** in ***********. ****** ******

  Business Response

  Date: 10/15/2024

  I am terribly sorry that this happened, I will speak with the team and make sure they are more supportive in the future.  Thankfully the properties power is restored now.  I will have someone at the community reach out to this resident and see if there is anything that we can do for them. 

• Initial Complaint

  Date:09/09/2024

  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.

  I have been complaining about the downstairs neighbors' numerous times ever since they moved in, they are blatantly rude and disrespectful. They are continuing to play loud music all times of the day and night. It has been so bad, I had to call the police out several times, but yet it continues. I would like ******************** or the Complex Manager to address this matter and let me know what step they are taking. I work about 12 hours per day, and when I come home, I am not wanting to hear that loud music. Even after working 12 hours, I dread coming home to that loud music. My contract states I have the right live in and enjoy the place I rent, but unfortunately, I am not.

  Business Response

  Date: 09/28/2024

  We're truly sorry to hear about your experience and appreciate you taking time to share your experience with us. It's disappointing to know that you are not able to enjoy your home and our service is not meeting your expectations. We will take your comments into consideration as we will work with your neighbor to improve the noise level and reduce your frustration. Please contact us at **************************************** or **************, so that we are able to discuss a plan of action. We appreciate your residency and thank you for bringing this issue to our attention.

  Customer Answer

  Date: 09/30/2024

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enjoyed my time at Collingwood Apartments. I would love to continue living here. But, I have received a job offer out-of-state. Based on my contract, I needed to give a 60-day notice and: 1) pay all monies currently due; 2) give written notice of intent to vacate prior to the first day of the month and to take effect as of the last day of a calendar month; 3) pay all rent due through the notice period preceding the early termination date; 4) pay an additional early termination or lease cancellation fee equal to one months rent as liquidated damages; vacate the leased premises on or before the specified termination date, remove all occupants and possessions, and physically hand the keys to a Management representative; and 5) abandon, waive, and release a claim to the return of any security deposit, which shall become Managements. I went into the office on 1/8/24, and requested assistance. I also sent a written notice via email as I was told to do. I have done 1 and 2 above. I accept number 5. I requested verbally twice and once in writing to please tell me the amount I will owe so I can pay it in a timely fashion per number 3 above. I was told that I would get notice to vacate at my door and to my email, which have not arrived. From what I understand, I will owe the February rent ($1418), March prorated rent from the 60 days out ($378, 8 days in March according to the response I received), the early termination fee ($1418), and the additional utilities ($156). Can you please confirm this? I am leaving in two weeks (1/31/24) as I stated in my notice. I feel like I am being retaliated against. I need to have enough time to pay the amount ending the contract early so that I can pay per number 3 and 4 referenced above. Additionally, I want to make sure that no one will retaliate when I turn in the unit, and that no fraudulent fees are added when we do a walkthrough. I feel like I am being set up by the office here for more fees and costs than what I truly will owe.

  Business Response

  Date: 01/17/2024

  **********,

  Thank you for your message.  We apologize for any delay in communication from our team you may have experienced.  We value your residency, and our goal is always to provide superior service to all.

  The notice to vacate acknowledgement will be delivered via email and to your door before close of business today.  Details regarding the move out process and any money due per the lease contract will be included.  Should you have questions or need further assistance, please do not hesitate to contact our team via phone, email, or in person.

   

• Initial Complaint

  Date:12/07/2022

  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.

  Good afternoon I have lived at ***************************************************************************** for over 7 years. We are good tenants with no complaints on **. I dealt a lot with *********************** the assistant property manager with paying our rent with covid and the loss of wages we would pay our rent at most a week late and not all the time. This has happened recently out of the 7 years with the ok from **** in which she would even tell me when I could pay it by or for me to just let her know the day I would be paying. I have emails to prove that I was never told this would be held against us. Our rent was always paid in the month and never given an eviction notice or have gone to court. When we received notice that we they were not renewing our lease we spoke with the property manager ******* who told us that **** should have never told us why they were not renewing our lease but then proceeded to say we can vacate and then reapply for the place. He said it would be a pain and he is sorry but we can move our stuff out and then reapply for the apartment and move back in. I said so it's all about the money and wanting to get more money for the place. In which he did not answer my question. I reached out to the regional *********************** letting him know the responses that I received from his team and that all I am asking is not that have to pay the prorated rent that is left for Dec. We have already moved out. He said we still have to pay since our lease is until Dec 18th. I asked since they only gave us 60 days and we are out of the apartment to just release us for the 2 weeks of Dec which they said no but yet took our keys back on 12/6. All we are asking is not to have to pay the 2 weeks of December since we have lived there for some time and they took our keys back early. Thank you *********************** ************

  Business Response

  Date: 12/16/2022

  We understand why you would think that should be a consideration, but you are rent responsible through the notice and/or lease expiration date even when you relinquish control prior to that date.  I'm sorry;  we have to be consistent in enforcement of the terms of the Lease. 

   

  We wish you the best in your new home.  Happy Holidays!

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am at wits end with ********************** in ********. On November 22, 2022, I spent the past 2-3 hours trying to get somebody to come out for a sewage emergency. I have called the emergency maintenance line 3 times and nobody has attempted to come out. We only have one maintenance man and hes probably the most laziest maintenance man Ive ever seen. To make matters worst, the leasing office will be closed until Monday. Meanwhile, our toilets are leaking and cannot be flushed or it starts flooding. The bathtubs are being clogged up with disgusting sewage. We temporarily cannot use the bathroom or shower until this is fixed and it smells so bad. I am 7 months pregnant and was sick on my stomach from the odor. Since the maintenance man never came and we called the emergency maintenance line several times that same night, I ended up having to call environmental services emergency sewer line and had to stay up until 3AM until they finished fixing everything. Trust me, these apartments arent worth the money you have to pay. They will scam you and you wont have any luck getting in touch with anybody. They never answer the phone. We still have several maintenance requests that have yet to be done and were submitted back in September. The maintenance man ******* acts as if he does his job then marks our requests online as submitted when he doesnt even do anything. I think thats so unfair. We pay $1537.00 for rent with water, sewer, and pest control included. Dont even get me started on the pest control because I have to call every other day to get somebody to spray and its hard getting anybody on the phone or any communication from the leasing office. The leasing agent ******* said he put my name on the list for pest control to come spray and they never came because our alert meant is still being infested with roaches and Im wondering why were paying monthly for pest control and nobody is coming.

  Business Response

  Date: 12/05/2022

  Thank you for reaching out to us regarding this issue. I spoke with our maintenance tech that was on call that night. He stated that he was not able to reach the resident that night through our automated system. Each time he would try to respond, the call would go dead/hang up. He reached out to our plumbers, ***********, and asked that they go to the resident's apartment. I confirmed with the plumbers that they responded to a call they received at 12:33 am. They stated that they completed the job at 3:03 am. 
  
  
  
  
  
  This should address all pending issues that the resident is experiencing. Please let us know if you need any additional information. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18465935
  
  I am rejecting this response because:

  It is untrue that the maintenance tech on call ******* made any efforts to contact me that night we had sewage issues. I called the emergency maintenance line several times as did my mom ******** and boyfriend ********. My phone was on the whole time, so I dont appreciate the dishonesty. That is why I reached out to ********* Countys emergency sewage line and that was around midnight. 

  As far as the pests, pest control should atleast come spray weekly to prevent us having to call all the time. 

  Also, we just want to make sure when we put in our maintenance requests in resident portal that theyll actually get done and not marked as completed when nobody did anything. 

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

• Initial Complaint

  Date:11/22/2022

  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.

  We have had problems with our upstairs neighbors being loud and obnoxious all hours of the day and night. This has started ever since we moved in back in August. We have reached out to the office before and they have responded, but have since ceased contact. I have been calling the office and leaving voicemails with no response. I have been calling the courtesy officer with no response. Then, on 11/10/22, their fire alarm started going off in their room at about 9:00 pm. I had to call 911 because it had not been turned off yet. The fire department showed up and low and behold the neighbors were in the parking lot in their car while their fire alarm was going off. The next day, I reached out to the office and they did not return my call. I would love to figure out why they have not returned calls, and why the courtesy officers do the same. When we first spoke to the office, they said they would talk to the neighbors. When we went and checked up on their progress, they said it was not the people directly above us, but the people across them. I still do not believe that, as I can track the stomping through the ceiling, which is always directly above us. They vacuum at odd hours of the night, screaming and yelling are quite common, and a child often cries. I would like someone from the business to contact me. I work a 9-5, so I would like contact to be done via email.

  Business Response

  Date: 12/01/2022

  BBB, 

  The complainant was contacted by the business Community Manager as requested. 

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

• Initial Complaint

  Date:07/13/2022

  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 rented an apartment at ** ********* ****** for one year through ********* ********** at **** ******* *** ********, Ohio *****.The phone number is ************. I moved out in March of 2022. I have never received my deposit money back. The first excuse was I did not pay my Electric and Water bill. I NEVER received a bill because they sent the bill to ** ********* ****** even though I discontinued both companies and gave them my new address: when my two bills arrived I paid both immediately. ********* said I don’t have a refund because they paid both my utilities. I have my receipts. I have contacted them and stopped in several times. This week I was told my stove burner pans were burned beyond cleaning and all 4 had to be replaced. I told her this was a lie and I want my entire deposit back. I am a widow and rarely cooked, have never burn a stove in any way in my life and ALWAYS clean my stove after cooking. She said the maintain eye man told her he had to replace them and she will return all but $ ***** which they said was the cost of the pans. I told her if they were thrown away it was because maintance took mine out and replaced someone in another apartments with mine. All I want is my money I gave them for my down payment back. Thank you

  Business Response

  Date: 07/28/2022

  Hello *******,

  I'm sorry you haven't received your check yet.  I do see where your account was charged to replace the drip pans that needed to be replaced, no other charges were placed on your move out ledger.  A check check was cut and mailed on 7/14/22 for the remaining credit.  Please feel free to reach out to the office to ensure they have they correct mailing address.

  Best regards,

  ****** *****