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:04/23/2025

  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 a single mom who just got help moving into ******** by arbor apartments owned by Fogelman. All my paperwork is done except the paperwork I need signed to get my $2000 deposit help from ********************* services. The caseworker asked them to fill out a W9 and app paper for their records and they refused so now O dont have my deposit. I have called Fogelman multiple times with no answer as no return call and also sent multiple emails. That is the final step I need to move in and I am being ignored. Please get them to help.

  Business Response

  Date: 05/01/2025

  The paperwork was completed by the onsite manager and the W9 was sent on April 24th.

• Initial Complaint

  Date:03/04/2025

  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.

  Hello Fogelman. this is completely scam and inaccurate system going on with sandstone Creek apartments at *************. I completely understand it's not with the management over here and **** is really person to answer with for any questions. this is the one of worst apartment and community I ever lived in. The water bill keep going increasing everymonth more than my electricity bill this is insane it started with $60 per month and now last month its around $130 for January usage what the funny thing is we are only 2 people live in the house and in January we literally was In home for 4 days rest all days I was in traveling on work and my wife is at my sisters place. So I didn't agree with this emailed sandstone that I see this water bill on Mar2nd which is Sunday We usually see the bill on every month 1st only and I pay accordingly before the due date. So I complained on march2nd before I make the payment this time and I never received the response on Monday I was in impression that every month 5th is the deadline for the payment and I will wait until 5th before I go ahead and make the payment and see if I get any response but on march4th I see the late fees posted on my account and then immediately I paid the rent and the same time I see emails from the sandstone that water billed by whole building unit not by the apartment unit. I even called sandstone that I see the late charges and they said 3rd is deadline which doesn't even make sense when they post at 1st every month. I wanted resolution as to credit of at least late fees I paid since this is not my mistake and paid on time and also look into water usage.

  Business Response

  Date: 03/06/2025

  The lease clearly states in the Utility Addendum how the water usage is calculated and billed.  The lease is attached for reference.  Pages 16 and 17 explain the billing process.  The water is prorated out based on building usage, floorplan and the number of occupants in the unit.  Unfortunately, there is nothing we can do about the water charge.  As a goodwill gesture, the $157 late fee that was accessed this month will be credited back to the account.

  Customer Answer

  Date: 03/06/2025

   
  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:03/12/2024

  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 am writing to formally lodge a complaint regarding a recent incident that occurred on Friday, March 8th, concerning a lease violation notification I received. According to the notification, I was cited for a $50 violation due to trash being outside of my trash can. However, I believe this citation to be unjust and based on a misunderstanding.On the mentioned date, my trash was indeed inside the designated trash can. However, due to the volume of trash generated, some of the bags protruded slightly above the top of the can. This was not a deliberate act of negligence but rather a result of practical limitations.Seeking clarification and resolution, I promptly visited the leasing office to discuss the matter with the management. Unfortunately, my experience with the agent who attended to me, ************, was highly unsatisfactory. Ms. ****** exhibited a lack of professionalism, as she appeared disinterested and dismissive of my concerns. Her customer service demeanor was far from acceptable, characterized by rudeness and an overall disrespectful attitude.Ms. ******'s conduct during our interaction was particularly disappointing. Not only did she fail to listen attentively to my explanation, but she also displayed overt signs of impatience and disdain, including rolling her eyes at me. Such behavior is unacceptable and reflects poorly on the standards of professionalism expected from your leasing office staff.As a valued resident, I expect to be treated with respect and courtesy when addressing any concerns or issues related to my tenancy. Therefore, I urge you to investigate this matter thoroughly and take appropriate action to rectify the unjust citation and address the unprofessional behavior displayed by Ms. ******* Additionally, I request that any associated fines or penalties be waived, given the circumstances.I trust that you will take the necessary steps to address these concerns promptly and ensure that such incidents do not recur in the future.

  Business Response

  Date: 03/20/2024

  This complaint has been reviewed by upper management.  The comments as they relate to the onsite manager are being addressed.  As for the trash fine, it was accurate to charge.  The complainant was not charged for trash outside the can.  The charge was for setting out trash during the wrong time frame.  Trash can only be set outside between the hours of 6pm and 8pm.  The complainant had been warned previously about this violation.  The fine will not be removed.

• Initial Complaint

  Date:01/17/2024

  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.

  Have sent in numerous service requests to fix my ice maker on my refrigerator. First request was filed in April of 2023. The apartment complex has failed to complete this task and is not offering any type of solvency for a fridge not fully functioning. I have also filed numerous noise complaints against neighbors. These neighbors have been riding electric scooters and bikes outside of my door. Management has done nothing to mandate the noise. No email was sent to all tenants advising them this behavior is not tolerated. There are unsightly carpet damage outside of my door because it. Constant pipe rattling from poor construction. I would like to get these matters addressed promptly since its taken close to a year now. As a ***** tenant I am *********** peace within my *************** to be fixed in a timely manner. Numerous complaints have been filed against the ******************* apartment complex in **********, *****. The leasing office and corporate staff have failed to follow up and meet these stated issues and concerned. Which leads me to seek solvency from the BBB

  Business Response

  Date: 01/25/2024

  It is our understanding that ****************** has proactively been working to address the concerns of the resident.  So much so, that the resident did renew her lease last month.  They are monitoring the situation with the icemaker, as the refrigerator is working properly.  There are no plans to replace the appliance at this time.   

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21160146
  
  I am rejecting this response because: property management team have already said they are refusing to fix ice maker and supply me with a new fridge. Nothing has been done or monitored. Renewal of my lease was do to the promise of office staff to remedy these situations. A lease renewal discount was also offered do to staff negligence and a plea to get me to renewal. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/26/2024

  It is unfortunate that the resident is not accepting our response, but a replacement is not warranted.  During the last inspection of the icemaker, it had to manually be reset due to buildup of ice restricting the waterline flow.  This can be caused by lights flickering, water pressure loss or losing power.  The icemaker as well as the refrigerator are working.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21160146
  
  I am rejecting this response because this management company will have all false claims rejected until they tell the truth. This property management office is telling me a resident to manually reset an automatic refrigerator. Im rejecting this response because the ice maker doesnt work. I need a permanent solvency. If the complex cant do anything  allow me to break my lease with no penalty. Im *********** have all appliances in the same working order in which I leased the unit. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2023

  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.

  We initiated notice to vacate early with our property manager on August 31st of this year. The manager confirmed receipt of the conversation via email and made us aware that she needed to confirm what the rough charges would be but never followed up. It was stated in email that she would place a move-out notice on our account after approval but never did and now we are past our 60 days notice. We called several time and were promised an answer. We sent a follow-up email in addition and did not receive word back. Now it is October 26th and they are saying we are past our 60 day notice and are planning to charge us additional rent past our lease end date. When asking the manager, she stated that she did follow up and emailed us back when we received neither. We tried following up several times and got no response in return. Instead of moving out early (in light of no help from management) we decided well have to wait out our full term. So now that were trying to follow up, they are blaming us and saying the system automatically calculates charges and the charges cannot be changed. We are doing the right thing and staying until the end of our term but they are trying to charge us extra rent for a mistake/failure to communicate on their behalf. We just want to get this resolved. We have called the corporate number and havent gotten anyone on the phone. We need to speak to someone higher in management at corporate and escalate.

  Business Response

  Date: 10/31/2023

  ****************** is currently working with the Regional Vice President and the resident to resolve this concern.

   

• Initial Complaint

  Date:08/29/2023

  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 was a tenant at *********************** (Renamed from Legacy at ******) from 04/30/2021 to 04/29/2023. I chose not to renew my lease this year, and my roommate and I moved out at the end of lease. This is where the problems started. I was asked by the leasing office to either drop the keys off early when the office was open during the weekdays, or I could place them underneath the doormat at the leasing office on the weekend and send them an email informing them when I had.I emailed pictures of where I left the keys along with a letter stating my forwarding address and contact information for any end of lease needs. I did not hear back from the leasing office in regards to the walk through, end of lease paperwork, or security deposit return. As of August 29th, 2023 I still have not received ANY of this. I contacted the office after the 3 weeks referenced in the lease by which everything should have been returned. On 05/24 I was told I had not left a forwarding address. I provided a forwarding address.On 06/07 I reached out in regards to the status of this, and I was it would be a 30 day processing period. On 06/29 I reached out via email and by phone 06/30 directly to Fogelman Properties. I received a call later that day being told my account had fallen "between the cracks", the person handling the accounting had gone on vacation, and they would send a deposit refund out the next day. That it could take 3-4 weeks to be received. On 07/19 I reached out again and was told on 07/20 a check was mailed out 07/06 and it would take 4-6 weeks to reach me. That there was no tracking for this either. I have still not received a response from when I reached out 08/22 advising nothing has been received. So as of today 08/29/2023 I have not received anything back from Fogelman or *********************** in regards to my former lease. I have been trying to reach a solution without involving a court of law, but I also am running out of options in regards to this matter.

  Business Response

  Date: 08/31/2023

  We apologize for the inconvenience in the return of the deposit.  Check #**** for $503.51 was sent today via FEDEX.  Please see the ***** tracking number below.
  
  614530996732

• Initial Complaint

  Date:05/30/2023

  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.

  When Fogelman Properties took over the complex I live in las summer, they took over managing our water bills versus residents receiving and paying for them directly with the water company. Some months my bill is well beyond what I know I use, and I physically heard one of the staff in the office tell a resident that they average the water bills in the community, it's not based on your apartment's actual usage. I have requested 4 times to receive an itemized water bill back to last July and I've only received one response nearly 3 months ago that they're working on it. (1) No one's water bill should be averaged with other homes. (2) The lack of professionalism from the office staff is widely noticed and unappreciated by many residents. If they want courtesy and respect from residents, they need to give it by simply responding and providing necessary billing information as requested. I called corporate and left a detailed message a week ago with zero response. I need a full printout, itemized, of my water usage from last July to verify the bills I've been paying to Cadence Sugar Hill (Fogelman) for my apartment are accurate.

  Business Response

  Date: 06/08/2023

  The information requested by the complainant was sent via email on June 1, 2023.  Water bills dating back to July of 2022 to current date were provided along with the monthly water bill totals of the community.  If the complainant did not receive this information, please contact the onsite manager.

• Initial Complaint

  Date:01/12/2023

  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.

  On December 25th, my apartment flooded due to a faulty sprinkler system on the 3rd floor which froze and flooded my entire apartment on the 1st floor. I suffered thousands of dollars in damages. The complex sent a hazard crew in with blowers and dehumidifiers. The electrical lighting was damaged, there was residue on the floors, counters, walls, etc. The apartment was and still is nasty and unhealthy. No one ever came to clean the apartment. Then, last Friday night I came home at 7 pm to find a worker standing on my guest bathroom vanity poking holes in the ceiling because my apartment was flooded again. He communicated they tried to turn the sprinkler system on, and it flooded again. So, he was there with a dryvac to get the water up. I have been living in this apartment with the equipment blowing non stop, and the apartment is nasty and dusty, and moisture in the walls, floor, and ceilings. I was notified 2 days ago that I am to move out because my apartment needs to be demolitioned. I have NO problem moving, but I have already lost thousands of dollars due to the faulty sprinklers flooding my apartment, and now you are telling me I have to move at my expense in 2 days. I do not have the money to move. Therefore, I am requesting that I be sent a check immediately for my deposit and January's rent in the amount of *******. I can't be evicted from my apartment in 1 day without prior notice. If the apartment is this bad, then why did you take my rent money and allow me to live there. Now, you want the apartment restored, but you have to give a tenant adequate notice. I can't move unless I receive my funds. Therefore, I am requesting my funds immediately so I can move ASAP. In addition, I have already suffered thousands of dollars in losses, mental anguish, sinus infections from the nasty apartment that was never cleaned, etc. Let me know when I can expect my full refund. Thank you,***********************************

  Business Response

  Date: 01/13/2023

  Upper management is aware of this matter.  It will be addressed with the resident.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18728065
  
  I am rejecting this response because first of all, the apartment complex force evicted me in 2 days so they could demolition my unit. Second, the apartment will not reimburse my ****** in moving fees when they forced me to move. I have already sent receipts. Third, the apartment had a ******** in special where the they took 500 of the first months rent, and now they are trying to take that back from my refund. So, they owe me *******. Please let me know who in upper management I can contact.
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 01/19/2023

  The complainant has vacated the property.  The complainant was given the options to transfer within the community, transfer to a sister property or terminate her lease without penalty.  She chose the latter.  Her security deposit and January rent are being refunded to her as well as a credit for her ************* bill was given.   Her request for moving expenses were not granted.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18728065
  
  I am rejecting this response because: the apartment units were not on the 1st floor as needed, and I do not work near the sister company apartments. I will continue to press for moving fees, and will seek small claims court if needed. I was force evicted to move in 2 days. The complex has a D  rating with the BBB. That says a lot about their business practices. 
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:09/08/2022

  Type:Order 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 stayed at ****************** located in ********, ** in apartment *****. Fogelman sent my account to collections for a completely different unit which is *****. I never renewed my original lease in my ***** unit and never did an original lease in unit *****, but they are saying I have renewed the original lease for apartment ***** and are charging me move out fees. I've asked the property manager, *******************, for the lease agreement that shows how they came up with these charges, but she and the debt collector keep sending me my original lease on my ***** unit which was not broken. I've asked them to show me the agreement for ***** which explains how the charges are broken down and they have stated they don't have it and were intentionally misleading in stating the property management company that owned the property before them has it even though they purchased the leases. I spoke to the previous management company whose president reached out to ******************* directly to let her know they have no additional lease hidden away from her. I've had an email exchange between the current property manager at ******************, Fogelman corporate manager and I stating they have no original lease for ***** that they say terms were renewed then broken for. I have explained to them I do not have a lease on that unit and that I only leased ***** in March 2019. They have a signed copy of that one as I do, but neither of us nor the former property management company have a lease signed by the property management company and I for ***** from 6/29/2019 which they say has terms I owe for due to a broken renewal. The property manager, *****, has admitted that she has not seen the terms for which they are charging me for and that the numbers are based on her guesses. I asked that the items be removed from my credit report because the numbers are inaccurate and never agreed upon. They told me no and they get paid 30-40% of whatever is collected and threatened to *** for harrassment.