Complaints

This profile includes complaints for Cardinal Group Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardinal Group Management

  4100 E Mississippi Ave Ste 700 Denver, CO 80246-3054

  
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  Cardinal Group Management

  3535 E 10th St Greenville, NC 27858-0823

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  Rush Student Living

  9200 University City Blvd Charlotte, NC 28213-3911

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  Fifty Twenty-Five Apartments

  5025 Collwood Blvd San Diego, CA 92115-2126

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  Canvas Townhomes Columbia

  3217 Old Highway 63 S Columbia, MO 65201

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:03/05/2025

  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.

  In February, I paid my rent before the agreed upon day. I noticed there were two charges for rent, but one of them was returned to my bank. The apartment contacted me and said my rent payment had been returned. I explained that they charged me twice and one of those payments gad still gone through, and they proceeded to threaten to evict me and demanded proof. I sent them a screenshot of the charge, an official letter from the bank, and my entire February statement (all of which showed the charge). I also spoke with my bank, who confirmed that the payment was sent to the apartment and they has received it. Today, they demanded that I send them the receipt from the apartment for that day. I explained that I clear my emails regularly and no longer have it, but they said either I have to find it and submit it, pay February again, or be evicted.I believe this is in retaliation for unaddressed complaints I have made about break ins, ***** infestations, and heating/cooling issues. I have done everything I can to fix those issues with little to no help from the apartment.

  Business Response

  Date: 03/07/2025

  Thank you so much for reaching out. Community management has been in communication with this resident since February 14th regarding this matter. Unfortunately, the resident needs to dispute this payment with her bank, as we do not have any record of successful payment since 12/26/2024.  The resident's ledger is attached to this response for your review.
  
  Management contacted the resident on February 14th through AI tool EliseAI to inform her that her payment made on 02/07 for February rent had returned on 02/11 due to insufficient funds. The resident stated that her bank balance reflected she had successfully paid, and the funds did not bounce. 
  
  The statements provided by the resident indicate that her payment was made on 02/11, not 02/07. There is no record in the resident's activity log that she had logged into Entrata to make a payment on that date. The only recorded payment transaction in Entrata was on 02/07, and that payment was returned on 02/11.
  
  Management also entered a Solarwinds ticket for this issue to see if this payment made on 02/11 could be traced, but there is no record of the payment. The Solarwinds correspondence is attached to this response as well with more details.
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23026306
  
  I am rejecting this response because:

  I have stated several times that I have contacted the bank, who cannot enter a dispute as the payment is showing accepted by the apartment. I also sent in several forms of proof (screenshots, bank statements, signed letter from the bank) that I have paid. The apartment has made several unreasonable requests after receiving these forms of proof (send receipts that they have not sent me, ask the bank to refund it despite me explaining that the bank cannot do so, put in a ticket to the system that manages payments which still will likely not work, and at the very start of this I was told Just have your parents pay it by a phone representative). They have threatened to evict me despite this proof and sent a three day notice to vacate despite me trying to work with them. They have also explained that they would be more than happy to evict me and have their lawyer present. 

   

  My concerns regarding safety, health, and security within the apartment have still not been addressed. When I first moved in, I explained that due to PTSD surrounding break ins I could not be on the first floor. However, they still put me on the first floor where we had a break in within weeks of moving in. I was told just lock your windows and no additional assistance was offered. We have had several ***** infestations that have not been remedied with the spray they use, and I received no response about this concern. I was forced to purchase additional security and ***** traps for my apartment to even be habitable. I also explained that I believed this situation was in retaliation for these complaints, to which I was told [Contact] works remotely and has no knowledge of any concerns, so it could not be retaliation.

  I have lost wages, had to receive medical and mental health care due to the apartment conditions, and have only been argued with and condescended to when I contact the apartment. The documents I have sent are barely a fraction of this situation, but show the reason I filed this complaint in the first place - the mismanagement of my payment and threats of eviction.

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

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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 seeking assistance regarding my lease at Heritage 1275, located at *********************************************. Date of Transaction:Lease Signed: July 22, 2024 Move-in Date: August 2024 Amount Paid:$4,000 (Two Months Rent as Deposit, Heritage 1275 illegally charged me two months rent as a security deposit, totaling $4,000, which exceeds the legal one-month limit. ), and $2,216.41 for February rent even I had a written notice than I'll move out before ***************** Commitment:Heritage 1275 leased me a unit under the expectation of providing a habitable and safe living space. However, the apartment failed to disclose that my bedroom is adjacent to a high-traffic hallway with three doors, causing excessive noise and security concerns.Nature of the Dispute:Unbearable **************** Issues Constant door slamming (60+ dB) from 8 AM to 2 AM or later, making the unit ************** privacybedroom window faces a hallway with frequent foot traffic.Severe *****************, depression mood and anxiety, and health issues, forcing me to seek psychological counseling.Managements Failure to Act September 2024 January 2025: I reported the issue through 8 emails, 26 discussions, and multiple maintenance requests, including video/audio evidence.Management ignored complaints and only sent maintenance for ineffective repairs.Request for a unit transfer was ************ Termination Request Ignored January 17, 2025: I formally requested to move out by January 31, 2025 due to unlivable conditions.Management took 11 days to respond, and in a meeting on January 30, 2025, they refused to let me break my lease, insisting I find a replacement tenant despite my distress.Requested Resolution:Immediate lease termination without penalty.Refund of my $4,000 deposit.Obtain a prorated refund of $2,216.41 for February rent, as I had already formally declared my intent to vacate by the end of January.

  Business Response

  Date: 03/31/2025

  We offered [Xinyue *** the option to select from multiple methods to qualify: Provide a guarantor, LEAP our alternate qualification method or pay a double deposit as an international student. While we no longer offer the double deposit option as CA no longer permits this, when Xinyue signed her lease this was still an allowable form of qualification. As for the additional complaint about the doors adjacent to her unit, our team has exhausted efforts to please her on this matter. First, we remedied the issue by ensuring the doors were on the highest setting to ensure they closed as quietly as possible. When that was not a sufficient resolution for her, we informed her she would have the option to relocate to another unit at her building or any of our other sister communities. She declined that offer and continued to complete a renewal, in which she is set to transfer this summer. We remain open to allowing her to relocate at no additional charge, but considering the suggested reasons to cancel, we have informed her previously these are not reasons to cause an early break, and she would have to abide by the lease agreement by finding her own replacement tenant [e.g. relet]. 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Cardinal group issues leases in 6 months and one year terms. They actively raise the price for residents slowly by $100 and lock them into these prices. As the year goes on and they fail to deliver on any of the promises they gave to residents about improving the housing fixing appliances and doing renovations. They offer reduced rates to new people later on down the year. They openly advertise these directly in front of residents and do not allow any way to negotiate. I pay $1,200 for my small 300 square foot room, and I get to share an open space with a set of random four people. I theoretically could find my own roommates, however, we each would have to pay the same amount. Meaning that they are making $4,800 per full unit, and so far they seem to have put that into firing and hiring new people over and over and over again. Rather than actual legitimate repairs or improvements to the building. Beyond what is safety required. Such as elevators, locks, and plumbing. Over the years I have had several major housing violations and near Miss disasters where I was never compensated. Anytime I call and attempt to negotiate a single day delay on my rent due to the way my pay cycle happens and the difficulties of living in this modern world. I am met with the response that I just better have the money by the time it's due. Overall, the entire business seems to have a severe lack of internal coordination and communication that makes it impossible to get any assistance as a resident without making an extreme fuss. Digital communications are often ignored or unseen until called about or spoken with someone in person and their narrow hours makes it impossible for someone like me who works nights to communicate with them beyond using emergency maintenance as a courier. they have added policies To stop him from doing that. It is on me as a resident with ADHD, dyslexia and autism to sell my own lease to someone else that I cannot afford.

  Business Response

  Date: 03/12/2025

  The community manager would like to set up a time with the resident to talk about his negotiations. He has the resident's email address and will be reaching out directly to him shortly.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding the unacceptable conditions at our apartment complex. For over 48 hours, my roommates and I have been without running water, making our apartment unlivable. Despite repeated attempts to get updates, we have received little communication and inadequate assistance.Apartment complexes are required to resolve emergency issues, especially water, within two days, which has not been met. We have had to find alternative places to shower and use the restroom, causing significant inconvenience. We have now had to go out of our way to purchase a hotel room, so that we are able to shower, and use a toilet that can flush. Having a toilet that can not flush, and not knowing when it is able to run again is very unsanitary and violation with our lease with Millennium. While we understand some factors may be a beyond management's control, it is still their responsibility to provide basic necessities and timely updates. The lack of immediate contact during this emergency is unreasonable.

  Business Response

  Date: 03/14/2025

  Millennium experienced a water outage that affected building one residents but has since been restored. We provided meals, waters and a four day rent abatement because we recognize the impact this had on our residents. 

• Initial Complaint

  Date:02/05/2025

  Type:Delivery 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 out of a Rye Sobo apartment managed by Cardinal Group Management on November 1st, 2024, almost 100 days ago. I have yet to receive my security deposit back and have called several times with them promising to send a check for the amount they owe me. They claim to not have my new address, but I provided it on my Intent to Vacate notice, my move out papers, and have provided it each time Ive spoken to them on the phone. From my experience with this company, I believe they are being negligent intentionally to withhold security deposits. I would like my full security deposit in accordance with *********** ********* (2023).

  Business Response

  Date: 02/06/2025

  The security deposit refund check was issued on November 13, 2024. It was returned to the corporate office by the carrier and subsequently forwarded to the community via ***** on February 5th. The resident was contacted by phone, and a voicemail message was left to inform them that the check had been returned. Please let me know if you have any questions or need additional information. Thank you.
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22905935
  
  I am rejecting this response because this response is inaccurate. There was never an attempt to reach out to us. Any attempt to resolve this situation has come from us. We spoke to them once in November, once in December, and twice in January with no mention of the refund check being undeliverable. Every time we have spoken to them, they have asked for our new address even though as stated in my primary compliant this was provided on my Notice of Intent to Vacate, my move out papers, and the multiple phone interactions. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/09/2025

  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.

  Dear Management Team, I am writing to file an urgent complaint regarding the unprofessional and aggressive behavior I have experienced at the paddock at *************************, particularly involving the manager and a staff member named **** from the leasing office. I have been a resident here for 12 years and have always paid my rent on time. However, the recent issues began when the online portal malfunctioned, preventing me from making a payment. I was blocked from paying, and the portal advised me to contact the manager. Despite numerous attempts, I was unable to reach her, as **** repeatedly refused to let me speak to the manager.***** behavior has been consistently rude and dismissive. She has assumed that I do not understand English, spoken to me with a bad attitude, and even hung up on me multiple times. On one occasion, I was told by another staff member that if I brought a cashiers check today, late fees would be waived, and this should have been recorded. However, when **** interfered, yelled at me, and contradicted this information, claiming no fees would be waived. She then threatened eviction if I did not pay by 3 PM.The lack of clear communication, the contradictory information about my rent situation, and the unjust fees charged are unacceptable. This behavior from the staff and the manager is unprofessional and disrespectful. As a long-term resident, I believe I deserve to be treated with dignity and fairness.I request immediate action to address this matter, including:1.Waiving the late fees as initially advised.2.A full refund of any unjust charges.3- A review of the behavior and actions of the staff involved.Please contact me at your earliest convenience to resolve this matter. I look forward to your prompt response.

  Business Response

  Date: 01/14/2025

  Hello ****,
  
  To address your first stated concern, Paddock at ******* is declining to waive late fees, as a review of your account shows the charges applied to it were valid. This is due to the non-sufficient funds balance at the time of your attempted payment, which failed. 
  
  Cardinal Group Management reviewed the matter with the ***************** manager. Your inability to make payments on the resident portal is standard procedure, due to the recent non-sufficient funds notice, but they will be glad to restore your eligibility for that function as soon as protocol for clearing a non-sufficient funds case allows. However, your ability to access the resident portal itself should not be impacted. Please let me know if you are unable to log in.
  
  The community manager assured me your balance is zero after a payment was made successfully in person on January 9.
  

  Thank you.

  
  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22790391

  I am rejecting this response because:
  I am very disappointed with how this matter has been handled. It is unacceptable that the manager has refused to address my concerns, and I have been subjected to rude and unprofessional treatment by the office staff. In my 11 years as a resident, I have never experienced such disrespectful behavior . 
  
  My concerns extend beyond the fees. The unprofessional treatment I received is deeply troubling, and I believe it warrants further attention. I request to speak with a regional manager to discuss this matter in detail.
  Please let me know how I can escalate this issue appropriately. I deserve all the respect and appreciation as a long time resident at the paddock at *******. Since 
  
  Since the new manager took office and came instead of ****, she has consistently been aggressive and has resorted to sending threats to residents who request to discuss concerns with her. This behavior is highly unprofessional and creates an environment where residents feel intimidated rather than supported. 
  
  
  
  
  
  **** ****  

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising 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 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

  Date: 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

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/14/2024

  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.

  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

  Date: 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

  Date:10/14/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 10/24/2024

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

  Customer Answer

  Date: 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,
  
  ***** *******