Complaints

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

close

Find a Location

Lumen Property Management IL, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lumen Property Management IL, Inc.

  549 W Randolph St Fl 2 Chicago, IL 60661-2208

• 

  Lumen Property Management IL, Inc.

  120 Abbey Ln Chesterton, IN 46304

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:08/15/2024

  Type:Order 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 moved out of an apartment complex they owned in 2023. I have email proof stating that I did not have to pay the lasts month rent. Now I have debt collectors calling. I have tried to call the company many times to work on this professionally and they will not pick up or call me back.

  Business Response

  Date: 08/29/2024

  Good afternoon, what was your address including unit number?

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22150323
  
  I am rejecting this response because:

  Hello, I lived in the Light Road Apartments from June 2020-June 2023.  I paid my rent on time and was never late.  I was in 1100-209.  The landlord at the time said that he would waive the lasts months rent.  I have called light road apartments many times and they said to call Lumen.  I have called many times the last time I called the number was disconnected.  Please remove this from my credit.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2024

  Thank you for providing your address. Our records indicate your account was not sent to collections. If your account is showing up on any credit reports, please file a dispute through that agency (Experian, TransUnion etc). We will then be able to supply supporting information to remove it from your credit. We apologize for any difficulty this is causing. 

  Customer Answer

  Date: 09/10/2024

   
  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.
  
  Thank you. I called the company again and when I mentioned you didnt send my account to collections they hung. Perhaps, its a scam.

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

• Initial Complaint

  Date:10/02/2023

  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 an apartment in the ***************** complex on 08/23/2023. In the short time I have lived in unit #2E I have had multiple problems with broken items and repeated flooding in the unit. The management company and the onsite property manager refused to repair the deadbolt on the units door, broken window blinds and sliding door screen was full of holes all of which were reported the day I moved into the apartment. The deadbolt remains unrepaired, the blinds remain unrepaired, and the repair of the screen door is poor at best. The first flooding event occurred on September 28th, 2023, 35 days after I moved into the unit. The carpets and flooring in the dining room and kitchen area sustained significant damage when the mechanical closet flooded late on Thursday, September 28. There was a strong, foul scent there at the same time. I contacted the emergency number at 11:31 p.m. after laying out every towel I owned on the floor to stop the spread, but the call was not returned. I called the office at 10:40 am the following morning (Friday, the 29th), and I was informed that "someone's coming right over." I texted ******, the onsite property manager, at 12:09 pm wondering when someone would be at the apartment, but she didn't respond. Nobody showed up. Repair staff arrived around 1:00 pm. He claimed that the mechanical closet was being backed up by the air conditioner drain. He added that the first-floor leaks are a well-known problem. The water that had leaked into the vinyl flooring, the dining room, and the kitchen area was not dealt with, and the carpet was left soaking wet and uncleaned. The foul odor remained untreated. I was left to clean the entire mess left behind by the repeated flooding. The mechanical closet flooded extensively again on Saturday, September 29th at 3:50 p.m. and the putrid odor was stronger. When I called the emergency hotline at 3:57 PM, no one called me back.....Please see full description in the uploaded complaint document.

• Initial Complaint

  Date:09/23/2023

  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 and my co-applicant received an email stating that we were approved for one of Lumen Apartments in the ********** area on 09/11/2023, pending the results of a criminal record. I nor my co-applicant have a criminal record. We wrote within our application, which we did and paid for on 09/05/2023, that we had to move in date for 09/18/2023. We have called them several times to the office and left several voice messages, but they have yet to call us back on any updates to our application and move in date. The last time I spoke with one of the leasing agents(*****)(*******), she stated that she would need our driver's license, social security cards, and the previous six months of our bank statements. The last six months of our paystubs were sent to her via email, which we felt unsafe to do, but we did it anyway due to the weight of stress and uncertainty and wanting to go through with the process. I have never heard of any apartment needing this much information, but we sent it so we could move on with the "application process." Now, they have all of our information, and we have yet to hear from them. With the stress of finding another apartment to reside in because of the leasing agent's negligence, I am requesting a full refund of $110. $55 from both applicants that was taken out of my account on 09/06/2023. I believe that they are being dishonest and fraudulent by trying to rack up application fees with no intent on leasing. In the meantime, I will be keeping alerts on my credit because I am not at ease with them having so much of both of our information.

  Business Response

  Date: 09/26/2023

  Good Afternoon, per our records there were no bank statements supplied. The roommate contacted us questioning the need for bank statements. It was explained it was part of our process.  After waiting more than a week with no replyThe application was cancelled. Application fees are non refundable.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20645840
  
  I am rejecting this response because:

  That is not true. Here is the proof. Your leasing agents ***** and ******* instructed me to send the bank statements via email, and we sent them on Friday, September 15th, 2023, at 2:27 p.m. Monday, September 18th, 2023, at 3:22 p.m. Your leasing agent replied that she had received them. So I would like my money back ASAP. Your leasing agents failed to communicate with us throughout this entire situation, which caused us much stress. Everything they requested, from social security cards to bank statements to driver's licenses, to ensure we could move in IN TIME. Your leasing agents refused to answer the phones and did not make it a priority to get us moved in. I have every bit of proof. Also, if you all so-called canceled my application, why didn't any of your leasing agents send us an email or call to inform me? The practices of your office are completely deceitful and scandalous. I want our money back, or I will take this matter to court. 

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

  Business Response

  Date: 09/29/2023

  Our system will generate an auto response email when applicants are pre approved. Our documentation reflects that your co applicant was reluctant to send in bank statements. They were also advised that they could physically bring in the documents. As of 9/19/23 the documents were not received. Unfortunately application fees are non refundable. We apologize for the inconvenience this may cause. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20645840
  
  I am rejecting this response because:
  Throughout this entire conversation. Your company and your staff continue to lie. I uploaded and emailed everything that your leasing agents ******* and ***** requested. Being the co-applicant, I stated to ***** and ******* that I was a college student and the Primary Applicant would m
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/14/2023

  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.

  Myself and my co-applicant ***************************** applied for an apartment owned by Lumen on April 10th. We were approved on April 11th, pending background check results. We were to be updated of the results whether we were accepted or denied. We have no criminal history. Over a month has passed and we have heard no updates regarding our background check. We have left many voicemails with the leasing office asking about the status of our application and the availability of the unit, all of which have been left unanswered. As our application was not properly processed from start to finish and the business has failed to maintain communication, we feel that we are entitled to a full refund of $55 each, $110 total.We have been subjected to undue stress not knowing if we will have a place to live lined up when we need to relocate for work. We had to frantically search for other available apartments last minute after giving up waiting to hear back from Lumen. We suspect that they may have posted a fake listing for the sole purpose of collecting application fees with no intention of leasing the unit.

  Business Response

  Date: 05/26/2023

  Good Morning, there were portions of the application that were incomplete regarding income verification for your co applicant *****************************. We attempted to reach them several times to have this information updated.Although the missing documentation was never submitted we are refunding the ****** application fee. It will be mailed to the address on file. 

  Customer Answer

  Date: 05/31/2023

   
  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.
  

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