Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is falsely advertising studios as 1 bedrooms across its portfolio and uses a room assignment system that prevents tenants from seeing the unit until a lease agreement is signed. I have video evidence showing that the company has marketed its studio as 1 bedrooms on its website and in physical brochures. The company has put up walls in its studios (many with 5-6 foot openings into the wider unit, with no doors), and all of these bedrooms have no windows / point of egress. In units with barn doors set up, this poses a significant safety concern if a fire were to occur, and at the very least in units with no doors it is deceptive marketing to get tenants to pay the price of a 1 bedroom and receive a studio.

  Business response

  12/17/2024

  Thank you for your inquiry. To best assist you, please let usk now what community we can assist you with. Thank you. 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived at ****************** apartments from May of 2023-July 2024. On August 26th, they sent the *** I attached here saying that I would receive a refund of my security deposit, but that amount never came. I have called and emailed Cardinal Group but they have not gotten back to me regarding a solution.Cottonwood Terrace now has a new management company, who probably deserve their own complaint, as they are incredibly unhelpful as well. I have called them several times and spoke with their regional manager, but there has been no help.They also mentioned that multiple tenants have had this exact same issue.

  Business response

  11/20/2024

  Hi *******, Thank you for submitting an inquiry. We apologize for any inconvenience in receiving your security deposit refund. We have reached out to the operations team to assist in providing a resolution to this inquiry. We will be back in touch with a response and resolution soon. Thank you.  

  Customer response

  11/26/2024

   
  Complaint: 22577472
  
  I am rejecting this response because: There is not a resolution yet, so I believe this inquiry needs to stay open.
  
  Sincerely,
  
  Michael ****

  Business response

  12/04/2024

  The security deposit check was cut while under Cardinal Group Management but never cashed. Asset Living confirmed and are sending a check to the past resident. Cardinal does not have any open bank accounts for this community any longer and cannot provide any further resolution. The new management company, ************, will provide a resolution and the security deposit refund. Thank you.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business does not maintain its property. They do not communicate with residents at their property. They shut off utilities to whole buildings without warning, unrelated to bills being paid by residents. They fail to secure the property with the gate they promise in their lease agreement. Their units are hazardous by way of exposed baseboard heating, mold, animal f**** around the property, etc. They fail to provide the basics listed in their own lease agreement as well as the amenities advertised to draw in residents. They claim to have completed maintenance orders when maintenance has, in fact, not set foot in the affected area(s).

  Business response

  10/15/2024

  To best assist you with your inquiry, please provide the name and address of the community you're requesting assistance with. Thank you.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $2475 security deposit upon moving in to Hangar61 in 2022. I moved out 9/5/24 and was informed after deductions that I should expect a refund check of $1711.50. To date, I have not received the refund check. Ive made to inquiries about the status of when I should receive the check but have received no response and no refund as required by law.

  Business response

  10/15/2024

  As of today, October 15, 2024, Cardinal Group Management no longer manages this community and unfortunately has no access to the systems to provide a resolution to your inquiry. Please contact the new incoming management as they can best assist you. 

  Customer response

  10/15/2024

   
  Complaint: 22420731
  
  I am rejecting this response because:

   

  Although they are no longer the management company, they were the management company during the duration of the lease and at move out. They should also know the name and contact information of the new management company and should provide that for further follow up and issuance of the required refund.
  
  Sincerely,
  
  ***** *******

  Business response

  10/24/2024

  The new property manager is RMP - Roscoe ******** Management. You can reach them at ****************************************. 

  Customer response

  10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory to me as when I reached out to Hangar61 direct two days ago they informed me that the Cardinal group was responsible. I will try this email that has been provided, but if the issue remains outstanding, I will follow up.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Move-In: August 21, 2024 Total Payment Made: $2,975.00 Upon my arrival at Villages on ********* on August 21st, I found the unit unprepared for occupancy. Despite being promised essential furniture, including a desk, chair, drawers, side table, couch, and a queen-sized bed, none of these items were provided. Instead, the apartment was dirty, with leftover pills found in the cabinets. As a result, I was forced to sleep on the cold, hard floor.The bathroom was also in poor condition, featuring black mildew covering the drain hole, and the towel rack had been ripped out of the wall. Additionally, the first time we used the dishwasher, it flooded the apartment, and this issue remains unresolved. The water/ice machine was non-functional, and the dryer wouldnt start, which required me to go to the washateria until repairs were made.These items were explicitly included in my lease agreement. I have made the property aware of these issues through email correspondence and a move-in survey.I am seeking compensation equivalent to one months rent to address the distress and emotional suffering caused by these unresolved issues.

  Business response

  10/14/2024

  Hi ******, 

  All maintenance orders for 1102A have been completed. *** ******* responded on August 30th and everything to our knowledge has been addressed. There are no open work orders so if there is something new, we are unaware. 

  Thank you!

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of this apartment at the end of June. I paid them two cashiers checks for $2300 and for $90, respectively. I signed a form ending the lease and was told that i could expect some money back from them for the security deposit once they examined the apartment, but there was nothing further i owed them. The $2390 was supposed to cover a "first and last months rent" as a fee for ending the lease, and the $90 was to cover the remainder of the utilities from the last month. I moved out of the apartment at ************************************************, about a month after this company bought out the property, and i told them i was never able to create an online account on their new portal system, which was why i paid them in cashiers checks to break the lease. About two months later, some guy started texting me, telling me that i owe them ******, for nondescript charges that he refused to explain. It was clear the man who was texting me did not have my email or my new address, both of which were provided to the company, so i began to wonder if he was related to them. Eventually he stopped answering any questions i was asking about it and just reiterating that i should log on to a sketchy looking website that i did not know to be associated with the apartment management to pay them. I replied that i believed him to be a scammer, and blocked his phone number because i knew the apartment had my email and new address. Just today, i got this text message. I did not want to use the link provided in this text because i don't know if it is from a real company or a scammer. But i tried calling the company and ******* wireless told me it was unlisted. I searched for sometime to figure out how to contact what ever entity sent me this text, and this was the only means i could find. I googled ************************************** and it was a anonymous looking website. Please contact me and let me know if this is from this company or a scammer. I don't owe you money and signed a form to break my lease.

  Business response

  09/30/2024

  Hi Justin, 

  Thank you for reaching out. Can you please share the community name, address and website link.

  Thanks

  Amale

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Village on ********* offered a $250 gift card upon lease signing; that promotion has not yet been fulfilled. Management confirmed, on day of lease signing (July 24, 2024), that we were eligible for the offer and would receive the gift card no later than August 31, 2024. On 09/05/2024 I sent an email to property requesting update. No response. On 09/06/2024, we stopped by the office in person to inquire and were told the promotion would be received "in two weeks". 09/17/2024, another email was sent requesting update. No response. Another in person visit today, 09/20/2024, to inquire and the response was "there's been a delay" but no explanation or delivery date was provided. I have also left several voicemails asking for a return call, but no one will call me back.

  Business response

  10/17/2024

  Thank you for reaching out. We did run that special and awarded out based off a tracker but there have been we had some issues with the tracker not completely pulling through all residents who were awarded this incentive. Your gift card will be sent out by the end ot the week. Thank you.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son lived at *********************, this is the owner of the building and who I spoke with who is supposed to send my son his check. He is owed almost $700 and I have this as proof on the move out form. My son was being charged extra each month and they acknowledged they did this, which is why he is being reimbursed. I emailed inquiring about the money because we were told we would get a check in 2 weeks and it has been 2 months. We confirmed his new address and everything. I spoke to **** ********** and ***** ****** twice. I emailed a week later to find out when he is getitng his check, and provided the move out form again. They will no longer respond to me. I have emailed them 4 times and they won't email back at all. My last email was letting them know I will be filing a BBB complaint, blasting them on ALL outlets I can because they are STEALING money from a college student. We want our money back! I would upload the move out form but it has my son's address on it and I don't want to put that out there. I have even emailed Auraria Student Lofts, informing them that no one is responding to my son's reimbursement check and now they won't respond. DO NOT EVER rent from any of their properties. This place never had hot water, my son had to share a hotel room with multiple other students to shower. The tiolets and elevators were always broke. They can't keep employees and they steal and overcharge residents.

  Business response

  10/15/2024

  Cardinal Group retained management of Auraria Student Lofts on August 15th, 2024.  During the time of residency, ********************* owned and managed the community.  The previous group charged an extra month of rent to the account causing a delay in the deposit return.  Then they failed to respond and correct the account on time.  Cardinal Group was unaware of the situation until receiving the complaint through BBB.  As soon as the complaint was received the previous party was contacted to see if payment had been received.  After reconciling accounts, it has been found that the deposit was never processed as promised, and was delivered to Cardinal Group during the transition.  The account is being refunded and a check will be provided as soon as possible in the form of a check that will be overnighted.  On behalf of the previous company, we are very sorry for the inconvenience and delay in getting your deposit refund. 

  Customer response

  10/15/2024

   
  Complaint: 22306383
  
  I am rejecting this response because: I was informed last Thursday that a check would be overnighted to me. I have yet to receive a check. At this point, you could have sent it regular mail. 

  I emailed to inquire about the tracking number for the "overnighted" check and have yet to receive a response. My son moved out of this apartment in July and it is ALMOST November and I am still waiting on a check. I will not accept this response until a check has been received. I keep being told a check is being sent and there is no action behind this. 

  Please refund our money! I will gladly close this case once I receive this check. Please provide a tracking, send it regular mail or SOMETHING! 

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

  Business response

  10/28/2024

  The check was overnighted and communication was sent from the portfolio manager on Tuesday, October 15. Please see attached. If you haven't received the check still, please let us know. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Property management has charged me for utilities that I have already paid and have added a late fee for said utilities when they were on time. Company is refusing to respond to me and give me a refund. ***** owed back

  Business response

  09/17/2024

  Hi *****, 

  Thank you for reaching out. Request you to confirm the community/ property name. It will help us to provide you a quick and best possible resolution. 

  Thanks 

  *****

  Customer response

  09/27/2024

  case ID number ********

  
  

  Responding to business, the property was The House Apartments unit 305, Eagle, CO

  
  

  I moved out 5/31/24

  
  

  Thank you,

  
  

  ***** Meinert 

  Business response

  10/07/2024

  Hello *****,
  
  
  Your account has undergone a thorough review, and we have verified with Conservice that there are no duplicate charges. The financial statement for your move-out is accurate, and the matter has been concluded on our end. There are no additional actions I can take regarding this issue.
  
  
  Thanks!

  Customer response

  10/07/2024

   
  Complaint: 22297110
  
  I am rejecting this response because:
  There are no duplicate charges with Conservice that is correct however on the ledger with the property management they had charged for utilities 4/7-4/12. Those I have already paid for, and they also added a late fee for those which I should not have. Please look at the attachments in the initial claim. I have proof of payment and that it was paid on time. The final bill from Conservice does not include those since I have already paid them, The property management is the one that kept that charge on the ledger which should not have been
  
  Sincerely,
  
  ***** *******

  Business response

  11/13/2024

  Hello *****,
  
  Your account has undergone a thorough review, and we have verified with Conservice that there are no duplicate charges. The financial statement for your move-out is accurate, and the matter has been concluded on our end. There are no additional actions Cardinal Group can take regarding this issue.

  Customer response

  11/18/2024

   
  Complaint: 22297110
  
  I am rejecting this response because:
  
  

  Can you please confirm you received payment on 6/1/24 for $*****. I have payment ID 
  ********** for it.

  If you look at the final ledger those utilities for that time frame/amount of ***** are still on. (Again this has nothing to do with conservice as their final bill is correct). There is also a late fee for those which should not be there since I paid those on time. My refund amount was less than what it should have been due to this. Im not sure where the disconnect is however Ive tried to call for the past 6 months to get this resolved and explain however my messages have gone unanswered. 

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

  Business response

  12/03/2024

  *****, As previously responded to your account has undergone a thorough review, and we have verified with Conservice that there are no duplicate charges. The financial statement for your move-out is accurate, and the matter has been concluded on our end. There are no additional actions Cardinal Group Management can take regarding this issue. Thank you. 

  Customer response

  12/12/2024

   
  Complaint: 22297110
  
  I am rejecting this response because:

  Again this not an issue with Conservice. Can you please confirm you received my payment on 6/1/24 for 32.10?

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

  Business response

  12/18/2024

  *****, As previously responded to your account has undergone a thorough review, and we have verified with Conservice that there are no duplicate charges. We understand this is not a Conservice issue and thus we have confirmed multiple times that the financial statement for your move-out is accurate, and the matter has been concluded on our end. There are no additional actions Cardinal Group Management can take regarding this issue. Thank you. 

  Customer response

  12/20/2024

   
  Complaint: 22297110
  
  I am rejecting this response because:

  You are not confirming you received my payment on 6/1/25. Can you please confirm that it was received? I have proof of payment however it was taken out of my return along with a late fee for it 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used to signed a e lease of a student apartment on Internet after I received my university's offer. Yet right after I signed I was worried about my **** status and wish to cancel it. They mentioned one the lease that cancellation within 72 hours is free of any restrictions. Hence I wrote a email to the email address they provided to inquire about it. Yet no reply were ever given. I then wrote several emails to inform I wish to cancel and no replies were ever given. Now the apartment is requiring me to fulfill my lease. I have to either skip the lease or find another resident. And either case I need to pay their bill up to now. What should I do?

  Customer response

  09/24/2024

  Hello, this is ***** ****, my complaint regarding the lease is already solved and no further action is required

*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. ↩