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:03/17/2025

  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.

  I was a resident at ************************* from August 2019 to December 2022. The manager at the property, ***** *******, overbilled me for my move out and then sent it to collections without providing me written notice (other than an email). After contacting her office, she corrected the amount owed, and I spoke to ***** ********, then Regional Director regarding this and made payment arrangements. As a condition of the payment arrangement, the ILLEGAL collection was to be immediately removed. Fast foward 2 years later and I have been unable to get this collection off of my credit report and it is causing me great financial harm. I have contacted the current Sugarloaf Walk Manager and received a ledger showing this account was PAID IN FULL in 2023. I hereby DEMAND that this collection be removed immediately and without delay as it has been affecting my credit history in a derogatory manner for a period of two years.I am attaching a copy of the redisdent ledger which shows this account has been paid.

  Business Response

  Date: 03/21/2025

  Mr. ******** we requested the collection account to be closed and have confirmed this was completed. Please see attached proof of collection cancellation.  We  hope this brings full resolution to this matter.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23074543
  
  I am rejecting this response because:

  This letter was not signed by any person.  It is still showing up as a collection account.

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

  Business Response

  Date: 03/24/2025

  Mr. *******, 

  We sent you an email from *********************** directly as they do not sign these letters.  They confirmed it's been canceled and that it can take up to 30 days for credit reporting to update.  If you did not receive the referenced email correspondence, please provide a good email address and we will resend.

  You can also confirm with NCS by reaching out to them directly.

   

  Regards, 

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

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23074543
  
  I am rejecting this response because:
  

  Specifically I am putting on this record that I am not waiving any rights at this time.  This collection was placed against me negligently (and based on what could amount to fraud).  

  With that said, thank you for the update.

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

• Initial Complaint

  Date:06/21/2024

  Type:Billing 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 recently received a letter from the National Credit System that I owe Lakeside at *********************** $237.02. Lakeside didn't correspond with me through email about my dispute and two years later (with no communication at all) sent this "balance" to collections. Lakeside at ****** has terrible communication and does not care about tenants. When we first moved in the apartment there was mold around the caulking of the bathtub and we were told the service staff would remove it. As we settled in, no service staff came as promised, so we complained and the service staff said they couldn't simply remove the mold but would have to replace the tub and tile surrounding it and we would have to shower at different building for at least a week. We didnt want to do that as we could manage the mold by bleaching it every over month but asked that it would be noted when we moved out in the future. We get a "moving out bill" that included $437.02 to have a chemical wash to remove the mold and that my $200 security deposit was to be used and I owed the remaining balance. I emailed the staff and they didnt respond so I left it alone and as a "good riddance, if you wont respond to me corresponding then I will not make Now two years later, I get a collection notice for money owed when in fact ******************************* owes me my security deposit back plus me paying the remaining balance so it doesnt hurt my credit score.

  Business Response

  Date: 06/26/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the communication issues and any inconvenience you experienced during your stay at ******** at *********************** and after your move-out.
  
  In response to your concerns and as a gesture of good faith,we have decided to remove your account from collections. You can now settle your account directly with the Lakeside at ******************************************************* office who will be contacting you shortly.  We will also waive the tub chemical wash fee,that caused the dispute.
  
  Again, we apologize for the inconvenience and any frustration this has caused. We appreciate your understanding and cooperation in resolving this matter.

  Customer Answer

  Date: 06/27/2024

   
  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:04/29/2024

  Type:Product 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 was wrongfully charged for move-out charges that I was not responsible for by the property management at ************************* on August 30, 2023. They initially requested a balance of $344.99 and refused to return my $200 security deposit, totaling $544.99. I disputed this because it included pre-existing damages, such as a hole on the front door.After requesting an updated balance, I was sent a new balance with an even larger amount of $654.99. Despite multiple attempts to get an explanation via email and phone, I received no response. They did not address the issue or offer any resolution. Additional cleaning fees were included because I was out of state for three months, during which the electricity for the refrigerator went out and was not restored until I returned. Although I cleaned as best as I could, the apartment was left in a state during the summer, and I believe I should not be solely responsible for these cleaning charges due to their initial electrical system issue.The management was unresponsive, and I was informed that my balance had already been sent to a collection agency.This is predatory behavior by the apartment management, as they refuse to discuss the balance or provide any explanations for the increased charges.Apartment name: ************** Apartment Unit Number: 4204 Property address: ************************************* Office Phone number: ************ Tenant on file: ***************

  Business Response

  Date: 05/02/2024

  We regret you had a bad experience while living at ************** Apartments. I have reviewed your concerns regarding the charges billed to you. I have attached a copy of your lease, along with pictures. I see where you placed a work order on 07/29/2023 stating that you had made it back from ***** and came home to flies and other pest in your refrigerator. You request the refrigerator gets repaired and for pest control to come out and service your unit.  As stated in the lease signed by both parties when you moved in,Page 6-7 Section 23 of the contract Paragraph 1. Resident accepts the apartment as is and in habitable condition suited for residential purposes.Resident accepts full control and responsibility of the apartment leased premises and agrees to maintain the apartment in a clean, safe, and sanitary condition. Management will make repairs to the apartment with reasonable promptness upon receipt of written notice from Resident. Managements repair obligations under Georgia landlord/tenant law only pertain to the apartment,and not to the common areas of the apartment community. As you continue reading on to page 7 paragraph 3. Resident must promptly report the need for any repairs to Management in writing before Management is obligated to make any repairs. Resident must promptly report any dampness, water leaks, or mold in the apartment to Management.  You failed to notify management of the repairs needed to your refrigerator in a timely manner which caused the damages you were charged for. To have the apartment clean, sanitized, and ready for the next resident we were in need of a third-party vendor to do the work. The charges you received were legit charges. All pictures and documents have been attached. Again regret you had a bad experience during your stay, but it is tenants responsibility to inform management of any issues or repairs needed to your unit. 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21641039
  
  I am rejecting this response for two reasons. 

  1. The cleaning fee regarding the freezer/fridge was $130, but you guys added $120 dollars as "additional cleaning" without a clear explanation. I do not think it's fair to give a cleaning quote and almost double it for the same issue. You guys need to take responsibility for the initial cleaning quote of $130. 

  2. I have repeatedly said that FRONT DOOR HOLES existed BEFORE I moved in. When I asked the admin to take this charge off, the response on the phone call "oh that's not a big charge, the balance wouldn't change much." The admin DIDNT' CARE that there was an incorrect charge on the balance. I even point this out on my email at 9/12/2023 but I never get a charge back. 

  My problem is that you guys are not transparent with the charges and refuse to discuss them properly. I have my right as a consumer to be explained charges when they are added or incorrect. This is why I repeatedly asked to talk to a manager. 

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

  Business Response

  Date: 05/03/2024

  Hi Ju On ***, 

  Thanks for talking with *****, Community Director, yesterday.  Your balance has been adjusted and will be sent to the collection agency to update the balance to $276.51.  ***** will reach out to you directly once the agency has updated the balance on their end.

  Customer Answer

  Date: 05/09/2024

   
  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:11/08/2023

  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.

  May 23, 2023 my co-signer and I applied for an apartment online. My co-signer and I were approved for a studio apartment at Haven at ********* Apartments in ******, *******. We received the approval letter. The Leasing Consultant advised me that I would receive my apartment keys on that Monday June 12 and they sent me and my co-signer the lease agreement on that Saturday morning June 10 to read over and sign. My co-signer and I read over the lease agreement that weekend. I had to change my move-in day from Monday June 12 to Wednesday June 14 due to the fact that I had to wait 2 days to receive a certified check from a non-profit organization that was assisting me with paying my first month rent and security deposit. I let the property manager ********************* know that I was receiving this check and I let her know I would like to move-in Wednesday June 14. The property manager retaliated against me after finding out I was receiving a check from a non-profit organization to assist with move-in cost by changing her already approved decision to a denied decision. The property manager claimed on Wednesday morning "my move day" that she was denying me and my co-signer because I had too many lates from my past landlord. However, my co-signer and I both received approval letters and the lease agreement from her to sign. I had already paid and sent my renter's insurance policy to her, arranged for my utilities to be turned on and arranged for my move-in truck. This property management company is extremely corrupt. ********************* the property manager sent a harassing email to me on August 11, 2023 at 3:32pm for another apartment complex that she now works at. Owner ************************* and CEO *********************** have not responded to my emails. Regional ****************************************** and Property Manager ********************* have refused a refund. Due to their company error approving then declining us. I want a full refund back for myself and my co-signer application fees or I will ****

  Business Response

  Date: 11/09/2023

  This person was denied for the apartment home due to her credit. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20842771
  
  I am rejecting this response because: your company approved and then declined myself and my co-signer application on the day of my move-in. This was a company error on your part. Property Manager ********************* sent the lease agreements to sign and date. And, the leasing consultant sent us the welcome email to send all move-in documents. Please see renter's insurance and ******* EMC utility company letter to turn on service for move-in day that was sent to the leasing consultant. I would like a full refund of $200.00 for myself and my co-signer application refunded back to me. 
  
  Thank you, 
  
  ***********************

  Business Response

  Date: 11/09/2023

  All application fees are non-refundable, please see our Statement of Rental Criteria. This was signed by you prior to submitting the application.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20842771
  
  I am rejecting this response because: your company approved myself and my-cosigner application. The lease agreements were sent to myself and my cosigner to sign and date prior to move-in. This was a company error on your part. You denied us on my move-in day. Please provide a full refund back. 
  
  Thank you, 
  
  ***********************

• Initial Complaint

  Date:07/14/2023

  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 moved to this property since March 2023 and have been experiencing noisy issues. I contacted the property management but no solution. I want to early terminate my lease but they are asking for extra fees: two months rent (two month notice so I need to continue to pay for 2months) + one month rent + no deposit back + one month rent (pay back what we received as move in special). They have no intention to support this issue and I move out mainly because of the issue Im experiencing. The email communication is not been responded timely.

  Business Response

  Date: 07/17/2023

  I sincerely apologize for the inconvenience these issues have caused you. We have addressed the noise complaints with the surrounding residents, and taken the required measures to resolve this issue. With any multi-family living, it is expected to hear some noise. We have quiet hours in place for this, along with a courtesy officer who is available upon call. We have offered the option to transfer to any apartment of your choice at no cost. We strive to be fair and equal to all residents therefore we must follow the requirements listed on the signed lease agreement stating that early termination fees must be paid. I have taken the liberty of accepting your initial contact with the office as your 60-day notice. I have also emailed details for your lease termination. Please don't hesitate to contact the office for further assistance.

• Initial Complaint

  Date:06/13/2023

  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 live in ************* apartment which is under Woodward Mgmt. I had diagnosed with Epilepsy and my pcp and Neorologist strongly advised me not to stay alone. They said I must stay near family member. I submitted my doctor note but the management company denied to break my lease even I gave them more than 1 and half months of notice. I bought a house 2 door next to my daughter so I can be monitored when my husband not around. Woodward Management company told me if I have seizure and no one around when husband goes to work and I die , management company will not be liable because it is not on the contract. I told I didnt had epilepsy when I did contract nor it was so dangerous as it is now.

  Customer Answer

  Date: 06/14/2023

   
  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.  Good morning. My issue was successfully resolved. Kindly take it off from web or close the case.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  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 applied for *********** apartment homes, my application was approved, then denied by the Community manager **********************I did not receive any letter or communication , notifying me that my application was canceled. I would like to request a refund for my administration fee $150.00 because I did not request for an application to be denied. I will move forward with pursing legal action. This the worst community I have dealt with. I do not recommend this property to any consumer

  Business Response

  Date: 05/16/2023

  ******************** was approved for the apartment on a conditional basis with 2 months rent security deposit. She cancelled her application because she did not want to pay the deposit. Per the Statement of Rental Criteria that she signed upon submitting her application, "If the applicant is conditionally approved but chooses not to pay the additional deposit or the administrative fee, then his/her application will be considered a cancellation and fees will be non-refundable". 

  ******************** was aware of the criteria prior to submitting her application as noted by her signature on the criteria (attached). Her statement that her application was denied by management is not true. A refund will not be issued for her administrative fee. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20060845
  
  I am rejecting this response because:
  I did not cancel my application. I called to ask my leasing agent ***** when I can move forward to pay my deposit, I was advised that ************* the property manager cancelled my application, because she decided I wouldn't be a good candidate for the community. The claims that I cancelled my application is false. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/18/2023

  In an effort to part ways on a final basis, we will issue the administration fee refund at this time.

  The check is in process and will be mailed out early next week. 

• Initial Complaint

  Date:05/02/2023

  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.

  For the past month I have been having extreme issues with the new manager and maintenance supervisor. My ** stopped working and it was above 80 degrees outside. I called the emergency hotline and maintenance did not come. Maintenance, in fact, refused to come. I filed a bunch of tickets for the repairs. Maintenance came when I was not home, and closed all the tickets. However, none of the repairs were done. Weeks went by of the same issues. They simply closed the tickets to get it off their table. I told maintenance that my ** was now expelling smoke. They told me I was a liar. It turns out, it was not smoke, but *****. Maintenance still did not make it a priority until I went downstairs and had the manager come up and see it herself. She stated I woudl get a new ** the following Monday. This did not happen. On Thursday after writing numerous complaints, I finally got a new **. However, the ** still did not blow cold air. ** addition, now my hot water stopped working. I had no hot water in the apartment and my ** would not blow cold air. Maintenance again refused to respond to the hotline and did not repair either. It took four day sfor them to come and fix the hot water. My ** still does not work to this day. I have been exposed to a deadly gas, have a nonworking **, have been without hot water, and management has done nothing to find a permanent solution to the problem. They send maintenance, who comes up, does nothing, does not verify the work is completed, and just closes the ticket.

  Business Response

  Date: 05/08/2023

  The mentioned maintenance concerns have been resolved. The regional manager has confirmed resolution with the customer. 

• Initial Complaint

  Date:04/17/2023

  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.

  Woodward Management oversees ********************************. The ********* charged me $450 for what they advertised as fees going towards rent. They made us sign construction agreement that states that fees will be paid due to construction. We were supposed to move in April 3rd, then pushed to April 8th, Then April 15th, then April 22nd. We were not able to move in due to a unit not being available. They will not process a refund at the local management (*****) or regional management level ******** This practice is unethical and false advertising. Flyer is attached that shows "Application Fees are Credited Back at Move In"

  Business Response

  Date: 04/17/2023

  Good Afternoon:
  We are sorry to hear ****************** is dissatisfied, all of our applicants sign the attached construction release agreement.  It is understood that a date of completion is merely a projection date and is not a guarantee by ***** at ******, LLC or by its team.  Per the construction release agreement, it is understood that in the event that construction is delayed, an application must be cancelled all application fees, administrative fees, will be forfeited.  We have also attached this for reference.
   If you have any questions,feel free to reach out to **.

   

  Best Regards,

  
  *********************** | Community Director
  ******************************************************
  *************************************************************************************************************
  P | ************
  W| ***************************
  
  Follow ** on..
  
  
  

• Initial Complaint

  Date:03/22/2023

  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 moved out of ********************* in September of 2022 and have yet to receive my security deposit, despite providing my forwarding address on 3 separate occasions and speaking to several managers and even the corporate office on countless occasions. I am always told I will receive a call back, but that never happens. The office has provided me with a move out statement that specifies that $168 I am meant to receive. Not forwarding my security deposit is a huge breach of contract, and not returning my phone calls is just unprofessionalism. I would not recommend renting a property with this company.

  Business Response

  Date: 03/24/2023

  An incorrect charge resulted in the security deposit refund not being due. The past resident reached out to inquire about the deposit, the ledger was reviewed and the charge was corrected. A check was immediately issued and placed in the mail.
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19637315
  
  I am rejecting this response because:

  No check was ever received in the mail. Can you please provide the check number? I have been inquiring about this security deposit since October of 2022 and have not received any useful information over the phone and have not received a call back when leaving messages. 

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

  Business Response

  Date: 03/24/2023

  The check is currently in transit through USPS.