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:09/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our daughter stayed at The Mark ********************* ** while attending ***. Upon Move-in last August 2023, our daughter brought up a deviation to their Team Member by phone, had a photo with time-stamp, and The **************** said he would add it Inspection Report. At year end though (now), we then got a bill to replace entire carpet for $500. Tried multiple times to reach mutual agreement, but Community Manager ******** said "her hands were tied since not in writing", even though her Team member said it didn't need to be. It seems like this is a common protocol with this Business, The ***** after reading various online Reviews.Understand this was unique circumstance, just as it was unique that The Mark **** was closed for almost entire Spring semester for repairs, even though we were paying for this advertised Amenity.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2 student living apartments. 1-The *************** told my son he would be reimbursed for dry cleaning services when his washer/dryer unit was not operating for weeks. Multiple attempts to resolve the issue were ignored. 2- poor ventilation in my daughters apartment caused her bedding and pillows to turn grey. Windows do not open & ac filters were disgusting. Pictures were provided to the ***** No response. 3. The amenities did not operate or function as advertised.

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Our daughter is a tenant at The ***** Athens, GA We had some difficulties with regard to making payment for rent through the ****s portal and were charged $120 plus additional fees. However, at all times the account was properly linked to our bank and there were sufficient fees in the account. Further, our bank advised that it never received any of the requests for payment and did not charge any fees. We did not make mistakes in entering the information as we linked the account directly through the ****s portal. Most importantly, we were repeatedly told by representatives of the **** to try the payment again, thereby incurring additional fees. The few times I have been able to speak with a **** representative about the matter, I was told that I mistyped the account number. However I did NOT type in any information. Rather I used the links on the portal provide by the ****. When I advise the **** of this fact they do not respond. I have even sent a screen shot from my bank showing that the accounts were, in fact, linked but received no response. In addition, rather than discuss the matter, the **** imposes a $10 A DAY late fee for each day payment is not received. This is despite good faith efforts to resolve the matter. In addition to the above, there was an additional fee this month of $8.95 for rent plus. Despite repeated requests, The **** refuses to advise what the basis for this fee In sum, the **** has repeatedly and unilaterally determined that we were responsible for additional fees which we did not agree to pay and which were not in any way a result of an error on our part. In addition, the **** then imposes a $10 a day late fee for each day the unilaterally imposed fee is not paid. At the very least, the **** is not acting in good faith.

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 paid a fee to this apartment complex for my daughter (***********************) to get out of her lease. The check cleared on May 19, 2023. On July 18, 2023 we received a "pre collections" letter for non payment of the fee. I called them directly and they said it was an accounting error on their end and not to worry. I asked for them to send me documentation stating we were clear. After 5 phone calls of speaking with them, and them telling me to "it would be taken care of" my trust is completely broken. It's not that hard to send an email confirming it was your mistake and the customer is not at a fault, nor risk of being sent to collections.

• Initial Complaint

  Date:11/28/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 August, I was charged for wall damages in my previous apartment. I did not incur these damages; they were existing damages from the former resident, who had already been charged for them. I noted these damages on my move-in inspection report and provided The **** with photos of the damage left by the former resident. I have tried to contact The **** via email on numerous occasions for the past three months regarding these erroneous charges and have received no response. In addition, I visited the leasing office on more than five occasions since September and requested to speak with a manager regarding this issue, but I have yet to receive any communication or response. Since I have photographs documenting that the damage was present before I moved in, these charges should be removed from my account immediately.

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  As a resident of the ***** I have many concerns. Firstly, the apartment complex denied college students access to wifi connection from July 2022-October 2022. When asked why this was the case, the apartment complex did nothing. Instead, they referred residents to Student Housing Technologies, a company owned by the same business as the ***** Additionally, the complex has not been granting residents access to mail. During the 2022 midterm elections, our-of-state students did not receive their mail in ballots. Instead, they were kept in the **** offices unsorted. Residents were not allowed into the offices to receive their ballots. Just yesterday, the complex removed resident access to the package room, locking all doors. The staff could not let residents in, so many individuals were forced to wait until the manager saw a text from the on-site staff. Now, residents are still waiting to retrieve packages, and packages are being lost daily. Clearly, the **** ******************** is acting in a fraudulent manner and denying its residents rights to amenities. More harrowingly, the **** ******************** has taken an *********** in preventing young voters from receiving their ballots.

• Initial Complaint

  Date:10/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 daughter resided at ***************************** from August 2021-July 2022. She re-signed her lease for Aug 2022-Jul 2023 but graduated early and completed a Lease Takeover form in June 2022 and was advised that her lease would end July 31, 2022. She moved out in May ************************************************************************************* the leasing office not to worry, that we should leave the items and that she would make a note in her account showing that she told her it was okay to leave the items in the unit.In July, prior to the expiration of her lease, she returned her parking pass & sticker, pool wristbands, mailbox key and key fob via **** with tracking back to The ***** We have confirmation from **** of the delivery to The **** before the due date. At the end of August, we received a Final Account Statement from The **** for outstanding charges of $135, which included $50 of Damage Charges for Trash-out charged on 08/13/2022, $35 of Keys/Lock Changes - Missing Keys charged on 08/09/2022 and $50 for Keys/Lock Changes charged on 08/09/2022. The balance due was $35, as they withheld our $100 security deposit. We have not paid the $35, and have requested a refund of the $100 in writing to the email address they provided for any disputes of the Final Account Statement. We have followed up several times but have not received any response.We are also still being charged by *********** monthly for utilities. As the new tenant has been added to the account, it seems as though the other tenants are paying less than their share since we are still paying. We have paid $126.09 so far and an additional $36.54 has been invoiced for October. ***************************** claims that once *********** receives confirmation from ***************************** that she no longer lives there, *********** will have to go through the charges. There is one email for customer service which she has contacted several times in addition to online chatting with them to no end...Please advise...