Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Apartment has had drain flies since fall of 2024. Management sprayed, but did not get rid of problem. Since Christmas break it was found by the roommates that the source was coming from one of the 4 roommates room. The room is full of trash and garbage. The flies cover the walls and the tub. This was brought to the management. After return from Christmas break, nothing has been done. As of many phone calls and talking in person to the management, they keep putting us off. This is becoming a health hazard to the other roommates. Can you help?

  Business response

  02/09/2025

  We believe the pest concern in this apartment at ARCHIVE ****** (******, ***********) arose due to one of the apartment-mates not maintaining sanitary conditions in their shared apartment.  We have taken action directly with respect to the apartment-mate.  Our pest control vendor also visited this apartment on February 5, 2025 and will return for additional treatments as needed.

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a property owned and managed by the scion group in August. Ever since I moved in, theres been nothing but maintenance issues the apartment complex when I moved in there was water damage and mold around the whole unit. They claim that these problems are fixed and tried it up several times before I got the city involved. Now theyve been in violation of city code for several months. And work is still not completed yet. They tried to be deceptive and get me to file a release of claims and once I refused to sign it. They only then started on the problems. they claim that I have access to a second bathroom in the unit however that bathroom is behind a locked Roommate door in which I do not a key to. So because of this I was without a bathroom for several days they tried making it right to me by transferring me a different apartment complex. that would a triple my rent, and also have other fees that I would have have to pay

  Business response

  02/09/2025

  The Scion Group is property management agent for Reserve on Third, an apartment community in ***********, ********  Management has addressed this resident's concerns repeatedly and at length, including through numerous letters and settlement offers.  All repairs to the resident's bathroom have been completed, except for replacement of a vanity which is awaiting delivery.  The sink and all other fixtures are fully operational. 

  Reserve on Third offered rent abatement and also offered a temporary transfer to an alternate apartment in a nearby community at a discounted rental rate (which is definitely not triple the resident's current rental rate).  We stand by the prior offers but if the resident does not wish to accept them, we will nonetheless complete the final step in the repair of the vanity when the item arrives.

  Customer response

  02/10/2025

   
  Complaint: 22858437
  
  I am rejecting this response because:

  the cabinets still have visible mold and the flooring in the bathroom is still not finished. The vanity was never a repair that was requested rather they are trying to replace it and use my complaint with the city to do so. 
  they offer have made also are not  fair offers as they only made the payment offer to try and get me to sign a release of claims. The apartment they are trying to get me to sign has additional fees and costs that I do not currently pay.
  it was only after I refused to sign a release of claims that they said they would fix the problems. They also stole my utilities and forced me to pay for the costs after installing a dehumidifier in the apartment for several weeks as they delayed repairs. This made accessing the bathroom difficult and was noisy and removed use of the area. They refused to replace the unit with a smaller and more energy efficiency or battery powered units. They claimed in a text they would help with the cost however they never did. 

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

  Business response

  02/10/2025

  The apartment community has offered both temporary and long-term transfers many times, which the resident has declined.  We have also made settlement offers with additional compensation; by definition, a settlement offer would include a release of a further claim for the same matter.  The resident has the right to decline a settlement and also to decline to accept even a temporary transfer into another apartment while this work is completed, and that's what he has chosen.  Therefore we are proceeding as quickly as feasible to simply complete the repairs in the current apartment.

  Customer response

  02/10/2025

   
  Complaint: 22858437
  
  I am rejecting this response because:
  The work is still not been completed. they refused to negotiate the terms of the release. Such as offering housing existence if they forced me to leave the apartment for the work and dating the release. The release is a blanket release before work has even been completed allowing them to anything they wish in a timeframe they wish. Again still not addressing the theft of my utilities, the removal of bathroom Accessibility for over a week, and timeframes of work to be completed.  If they provide me in writing options for settlements that they are willing to make I will reconsider. However I need all reasonable options in writing. 

  Sincerely, 
  
  ********* ********

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive Never Lived At *************, I Never Signed Any Documents Or Talked To Anyone, Im Dealing With Identity Theft And I Would Like This Removed Off Of Credit Ive Contacted Ion At Ballpark But They refuse To Give Me Any Documentation With Information Linking This To Me Other Then A Signed Agreement I Never Signed. they Told Me Over The Phone No One Moved In And They Never Spoke To Anyone Also Stated That They Can Remove It But They Wont Due To A Signed Agreement That I Never Signed. Below Are Two Leases Of Where I Lived At From Jul 2020 Then My Next Lease Was In Jul Of 2023.

  Business response

  02/09/2025

  The Scion Group is property management agent for the Ion at the Ballpark apartment community in **********, ********  The complainant applied to live at *** at the ******** and entered into a Housing Agreement for the term of August 2022 to July 2023, but then did not move in.

  Complainant first submitted information via the Ion at the Ballpark website on March 16, 2022, then registered an account using the resident portal operated by *******, a property management software provider.  The applicant provides their own login and password information.
  
  On March 22, 2022 (5:04p central time), she completed an application to live at Ion at the ********, providing her date of birth, telephone number, current address, employer and income information, floorplan preference and emergency contact (her father) with contact info.  The application was submitted from IP address **************, which is registered to T-Mobile.  A Housing Agreement was immediately generated and sent to her via the resident portal account.  Five minutes later (5:09p central on March 22, 2022), the complainant electronically signed the Housing Agreement while logged into the password-protected portal from the same IP address.
  
  On March 28, 2022, Ion at the Ballpark e-mailed the complainant to let her know her application was approved, and that the Housing Agreement was counter-signed and e-mailed to her.  Based on tracking pixel information, this e-mail was read by the recipient, as were numerous others.  Over the next five weeks, Ion at the Ballpark sent approximately 16 e-mails and made two telephone calls to the complainant, following up on her selection of her method of fulfilling her financial obligation (a guarantor or performance bond, instead of the obligation to prepay the final rent installment).
  
  In a telephone call on May 9, 2022 at 10:45am central time, the complainant actually spoke with a representative of Ion at the Ballpark and stated she would purchase a Leap performance bond, which is an option under the contract.  Ion at the Ballpark representatives then sent 10 more e-mails and made six telephone calls to the complainant regarding her contract.  She finally answered the phone on July 7, 2022 at 4:53pm central time, but hung up on us.  The same interaction was repeated by phone on July 18, 2022 at 2:36pm.
  
  On July 25, 2022, the complainant logged into her resident portal account and submitted new contact information.  Prior to and following the scheduled August 2022 move-in, Ion at the ******** sent the complainant at least 20 more e-mails before concluding that she would not attempt to move in.  Ion at the Ballpark then attempted to mitigate its loss by marketing the apartment to others (along with other vacant spaces), but was unsuccessful in achieving mitigation, suffering a loss of over $16.000.

  Ion at the Ballpark sent numerous statements to the complainant about the accruing rent obligation, with no response.  Once the contract term had ended and without mitigation having occurred, the account was sent to outside collections in the ordinary course of business.

  We maintain that the contract is valid.  Nontheless, Ion at the Ballpark would still be willing to reach a settlement for partial payment, absorbing the rest of its loss and absorbing its costs of collection.

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently transferred to a new apartment at ******************** (****) and paid $200 for the transfer fee, along with regular rent. Despite this payment, I was assigned a living space and bathroom in unacceptable and unsanitary conditions. The bathroom and living room were dirty, unhygienic, and not ready for occupancy.When I raised this issue with management, requesting the apartment to be cleaned, they responded that the responsibility lies with me and my roommates. However, under tenant laws, landlords are obligated to provide a clean and habitable living space to new tenants, ensuring hygiene and basic standards of living.Adding to this frustration, when I moved out of my previous Alight apartment, I was charged for leaving the bathroom slightly unclean, even though it was a shared space. If Alight expects tenants to meet high cleanliness standards at move-out, it is only fair and reasonable to hold themselves to the same standard by providing clean apartments to incoming tenants. This inconsistency has caused significant inconvenience and raises serious concerns about hygiene and tenant rights.I am seeking immediate resolution, including professional cleaning of the apartment at Alight's expense, to meet the standards expected for a rental property.

  Business response

  01/24/2025

  The complainant is a resident at the ******************** apartment community in *************, ************, which is managed by The Scion Group.  He previously lived in a 4-bedroom, 2-bathroom apartment with three friends.  Those friends independently each decided to delegate use of their spaces to other residents, resulting in the complainant asking Alight State College for a transfer during the current term.

  ******************** accommodated this request and assigned the complainant to a new 4-bedroom, 2-bathroom apartment partly occupied by three other residents (each resident has their own contract).  He was aware that the new apartment was already partly occupied and that he would be sharing a bathroom with a new roommate.  A manager from ******************** inspected the new apartment and confirmed it was in acceptable condition for move-in, including the shared bathroom.

  We understand that the resident is also unhappy with a $75 charge for the excessively unclean state in which he left the the first apartment.  Although we believe those charges are proper and reflect our costs for special cleaning of the apartment, as a goodwill gesture ******************** is willing to provide a $50 credit on the resident's account.

   

  Customer response

  02/01/2025

   
  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,
  
  Shamak ****** *******

• Initial Complaint

  01/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Concerns of scam, misuse of legal binding contracts, overcharges. Claim I owed $9000, when I never leased here.

  Business response

  01/21/2025

  The Scion Group is part owner of and managing agent for ****************************, L.L.C., dba the Alight Birmingham Apartments in **********, **. Although the complainant neglected to provide this specific detail in her complaint, she and I have been in regular contact over the past several days, and I am confident that her complaint is related to her current dispute with Alight Birmingham.

  Ms. **** signed a Housing Agreement for a bedroom space at Alight Birmingham for the ******* academic year. A copy of that agreement is attached. She failed to fulfill her obligations under that contract, and despite our reasonable and good faith efforts to mitigate our losses from her breach, all her scheduled charges under the Housing Agreement came due, and we subsequently sent her account to collections in the ordinary course. Prior to doing so, we sent her an offer of settlement in which we proposed to resolve her entire obligation in exchange for her payment in the sum $2,250.00, representing three rental installments under the Housing Agreement. Ms. **** did not respond to that offer when we extended it. Most recently, in response to her efforts to disclaim responsibility for her contractual obligation, we have reinstated our original offer and proposed to hold it open for her acceptance through the end of January. Under this arrangement, Ms. **** may discharge her $9,000.00 obligation for payment of the $2,250.00 referenced above.

  If Ms. **** wishes to accept this offer, she may do so by contacting me directly. I can assure you that she has my email address. We decline to reduce our settlement proposal, we reserve all rights in this matter, and we respectfully request that this complaint be dismissed as without merit.

  Customer response

  01/22/2025

   
  Complaint: 22834927
  
  I am rejecting this response because: I did not sign to lease a unit, I signed to take over a lease that a young lady decided to stay there and they are double charging for one unit.  This company needs to checked out for fraud once again. 
  
  Sincerely,
  
  ****** ****

  Business response

  01/22/2025

  In the response that I submitted yesterday, I attached a copy of the Housing Agreement signed by Ms. ***** We stand by our original response, including the offer of settlement it contained.

  Customer response

  01/22/2025

   
  Complaint: 22834927
  
  I am rejecting this response because: the housing agreement is incorrect.  It shows a different unit number than I was originally supposed to have.   Thats not the unit I agreed to takeover and was later told the unit was going to remained occupied. The unit shown is not the correct unit.    I stand by decisions as well.   
  
  Sincerely,
  
  ****** ****

  Business response

  01/23/2025

  The documents in this matter speak for themselves. Ms. ****** fully executed contract is binding upon her, and she is in breach. We reiterate our offer to settle this matter on terms and under the conditions communicated originally.

  Customer response

  01/27/2025

   
  Complaint: 22834927
  
  I am rejecting this response because: this company is completely bogus.  They need to be investigated immediately. They are completely about money.   I never leased with them.  Its ridiculous that Im having to settle for $2,250.    **** ****** definitely needs to be investigated immediately.  We agreed on $2,250 so they will take this off my credit. And I will be done with them.  But I will not stop the reviews until this company is looked into.  My opinion still stands !!! Please post my review so that others are aware and know not to deal with this company.  I agreed on $2,250.  But Im asking that my review be posted please.
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we signed a lease at the **** in *******. We were to receive $150 reward/incentive if we signed. We were told we would receive toe $150 after 30 days. NEVER received anything. called the Aves (dozens) of times to inquire. we were told it would be sent in an email in the first week of October. then we called back and they said to "keep checking" the emails. called in November, called in December, called in January. Never able to speak to Roseel the property manager. called the Scion group headquarters in *******. 3times, and still no action. 

  Business response

  01/13/2025

  We believe this was resolved on January 10, 2025, when the resident received the referenced incentive. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My son **** ********, rented a shared apartment at on of there property, Aero on 24th, at ******************************************************************. However, he moved out on December 14th. After moving out, he was sent a bill for $40 saying it was for a hard water stain on the shower door. These stains were there at the time of move-in. He and I have spoken to the office several times, who wanted only email correspondence. We provided pictures showing this was present at move-in. The one person, by the name of ********* *****, claims she is the manager and she is the only one who can only decide on removing or keeping the charges. Keep insisting it is a relevant charge, and she cannot remove it. First of all. Upon moving in, the bathroom and room were filthy. No one cleaned the bathroom. It had mold and mildew in the shower and doors. The toilet had p*** in it. The carpet was not vacuumed. It was not cleaned for ready move-in. We had to clean all this ourselves that day. If the bathroom was not clean upon move in, then obviously this alone states that this buildup was from a previous tenant. My son had to constantly keep the shower clean preventing it from getting mold and mildew cause he is highly allergic to this. I have reached out to the number listed for the company several times, who keeps taking complaints, and no one is getting back to me. What kind of company is this? I would like this charge removed!!! This company is terrible when it comes to customer service and handling problems that arise. I am the grantor on the lease. Thank you.

  Business response

  01/19/2025

  The complainant here is a financial guarantor for an adult former resident of the Aero on 24th apartment community in ***********, *******, which is managed by The Scion Group.  As documented with photographs at the time of the resident's move-in and move-out from his apartment, significant residue and staining was left in his shower, which required Aero on 24th to incur special cleaning costs which are the resident's responsibility.  As a goodwill gesture, Aero on 24th is willing to split this cost in half and provide a credit of $20 on the resident's account, if the balance is promptly paid. 

  Customer response

  01/28/2025

  Complaint: 22785632
  
  I am rejecting this response because: I very much disagree and am disappointed with this resolution.
  You claim that Aero incurred special cleaning costs, which is the resident's responsibility. How is that?
  You did not take into consideration that I had to purchase my own cleaning supplies to clean the mold and mildew out of the bathroom and door, along with cleaning the p*** left in the toilet and mopping the floor at time of move in.
  That room was not move-in ready at all!
  I guess you are paying a cleaning fee to the cleaners who are not doing their job, and you are having the resident's pay that cost, by billing them for irrelevant things.
  That staining on the door is hard water buildup and mold, which I tried my best to clean. IT IS NOT SIGNIFICANT AS YOU ARE STATING. I don't know where you got that information. IT WAS THERE AT TIME OF MOVE IN. The picture clearly shows it.
  We are very disappointed in this company.
  I am going to pay the $20 only because I do not want to go back and forth with this.
  But rest assured, I will be letting others know to be careful when renting one of your properties.
  Thank you.
  
  Sincerely,
  
  Rajkumar Parsotan  

  Business response

  01/28/2025

  This is a repeat of complaint number 7290055611416, which has already been resolved.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good morning and happy holidays,Im reaching out regarding a mishap I noticed this morning. Earlier this year, I initiated an ACH payment transfer to my Resident Portal account ************************ However, the payment unexpectedly bounced back, which was quite surprising since my account had more than enough funds to cover the amount due.I even contacted my bank, and they were equally puzzled about why the transfer failed. Unfortunately, this issue resulted in late fees being automatically added to my balance.I kindly request your assistance in removing these unjust late fees to avoid further complications. Once resolved, I can promptly pay the remaining balance on the account. Your help in addressing this matter would be greatly appreciated.Thank you for your time, and I look forward to your ************* regards,******* **** (******************* 2031-D). 

  Business response

  12/27/2024

  This request for waiver of late fees is not a consumer complaint.  It appears intended for Ion ***********, an apartment community in ***********, *********, which is managed by The Scion Group.

  Reviewing the resident's account, it appears a payment was indeed returned by his bank as NSF.  We have no control over whether a payor's bank honors a payment.  There were no issues with other residents being able to successful make ACH payments during this time.

  On December 10, 2024, the resident made a new payment toward his account balance, but still only made partial payment; as a result, late fees continued to accrue automatically.

  If the resident makes valid payment of $174.90 by December 31, 2024, Ion Baton Rouge will waive $55.00 of late fees that accrued between December 4-10, 2024.

  Customer response

  12/27/2024

   
  Complaint: 22713480
  
  I am rejecting this response because:

  That is very dismissive. This is a legitimate complaint. I can literally put someone at the office on three-way with my bank to confirm everything I'm saying.

  I'm not finna be pushed into a corner to pay for late fees that I'm not responsible for. I made both the payments because it's been times before where utilities were added before the end of the month, so please don't try to make it seem like I was being malevolent. Y'all been like that with other students that reside at the complex, who had to endure similar (and worst) scenarios.

  Please remove the late fees, I'm not finna get bullied to paying fees that wasn't incurred by me. All due respect, That's not happening lol.

  For now on, I'ma just pay via debit card, it didn't make sense for me to be charged a NSF fee, if my bank confirmed that I had (and still have) a sufficient balance.

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

  Business response

  12/30/2024

  Please provide documentation from the bank showing the *** payment and the account balance at the time.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im sorry to bother you, I tried for a peaceful resolution but was unable to get my landlord to comply. After 3 months of trying to get the **** repaired on 11/11/24 I was told there was still no timeframe on repairs, so I followed the advice of **************** website and sent an email citing Idaho Code ***** stating its their responsibility to maintain the system. The manager ******* ******* responded, denying responsibility for repairs and retaliated by email, stating they hadnt retained previous records on **** and because they had no documentation my *** was barred from the premises without proper time to make accommodations until his *** documentation was reapproved. My roommate, ****** *****, in the exact same position with them not retaining her *** documentation was given two to three months to provide it and her dog is allowed to stay with her in the meantime. By 11/12/24 I was feeling harassed so I spent the day at my friends apartment in the same complex while I made accommodations for my dog, that day the office contacted both her and I to say the dog in her residence was barred from the premises and she must get him out immediately. After that she was too afraid to say anything on the matter, even dropping a minor financial dispute about insurance coverage in fear of being targeted by management. Please help me resolve this issue and make sure Im safe from harassment in the future.

  Business response

  11/20/2024

  The complainant is a resident at ********* at ****** apartment community in ******, *****, which is managed by The Scion Group.

  There are two separate issues raised here, which are actually not connected at all.  First, a maintenance issue involving the **** (heat) in the resident's apartment, which has been pending since August 30, 2024.  Second, a separate request raised by the resident within the past two weeks to keep a disability assistance animal in his apartment.

  Maintenance staff at ********* addressed a reported issue with the water heater in the resident's apartment, but has been awaiting a third-party contractor to complete repair or replacement of the furnace in the apartment, which produces inadequate heat and runs for long periods of time.  The resident requested that we turn off the **** system, and The Grove provided four space heaters temporarily.  However, we acknowledge that this issue has taken too long to fix and our response has not been up to our standards for customer service.  Earlier today (November 20), The Grove offered the resident a transfer to a new apartment with fully working ****, with no transfer fee and with assistance in moving his belongings if desired.  The Grove will also provide a substantial credit on the resident's account, reflecting a partial refund of rent.

  Separately, during the course of these repairs, management discovered that the resident was keeping a dog in his apartment without consent and without having registered a pet.  The resident then claimed for the first time that the dog is a disability assistance animal, and provided materials in support of a request for accommodation that are currently insufficient to grant the request.  A staff attorney in the *********************** at The Scion Group has written a detailed response to the complainant explaining what is still needed in order to potentially grant the accommodation.  A copy of that letter is attached here.

  There has been no retaliation and no discrimination.  However, the resident experienced poor response time and inadequate customer service regarding the **** maintenance issue, which we have addressed as described above. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We currently have a lease at this property and were advised its a smoke free property. The unit is constantly smoked in and the property does not enforce the policy. There are maintenance issues that are not addressed. The building is plagued with rats and roaches. They scam with the renewal process and don't honor the renew price that was accepted even with proof of acceptance. These are unsafe conditions for individuals to be living in.

  Business response

  11/13/2024

  The Scion Group is a property manager but this complaint does not identify a location where the complainant lives, and the zip code provided does not match any of our locations.  It is also not clear what safety concern is being raised.  Please identify the community name or full apartment address so we can investigate and respond.

  Customer response

  11/13/2024

   
  Complaint: 22540799
  
  The property is *************** and the address is *******************************
  
  Sincerely,
  
  ****** ********

  Business response

  11/14/2024

  The complainant in this matter does not appear to be a consumer of this business.

  It appears the complainant is the mother of an adult named *****, who is a resident at the *************** community in ***********, **********  The actual customer has not submitted a complaint and recently renewed his residency for the future ******* term.

  There has been no inquiry or complaint from ***** or other residents of the apartment about smoking or pests.  Ion *********** is indeed a non-smoking community and management will take action in response to any complaint from a resident about smoking in or adjacent to an apartment.  The community is under contract for regular pest control treatment and will provide specific response to any apartment experiencing a pest issue.

  When the actual resident (*****) sought to renew his residency for the ******* term, he neglected to sign the Housing Agreement offered to him.  A $10/month concession offer later expired prior to the time that the consumer eventually chose to proceed with a contract.  The resident's mother then alleged, falsely, that the consumer's contract had been "tampered with."  Unhappy with this difference of $120 for the subsequent year, the complainant here then left a 1-star ****** review for Ion Baton Rouge, again despite not being a customer of the business.

  We believe the contract rate, maintenance response, pest control and policy enforcement at *************** are appropriate but will be happy to address any concerns that our residents may raise.

   

  Customer response

  11/15/2024

   
  Complaint: 22540799
  
  I am rejecting this response because:

  As guarantor of this lease and the person that pays the rent I have more than substantial grounds to file a complaint against this company after my son ***** has made multiple complaints with the office and has been dismissed. If the management took their complaints seriously the parent's that pay the bills would not have to get involved.  

  ***** took his confirmation to the office and showed the staff even after his initial visit when he was advised no further action was needed.  

  This property is "supposed" to be smoke free but we are all aware that in fact is not the case which is why his original room assignment was changed prior to move in.

  The current unit resident is removing the smoke alarm to allow himself and his guest to smoke in the unit.  

  My 1 star rating of this property is not an isolated issue as many other residents previous and present have made similar complaints that also appear to go unaddressed. 

  Get your building up to standard and address the pest.

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

  Business response

  11/18/2024

  The complainant here is not a consumer of our business.

  Please identify the specific apartments or locations, or a description of residents, who have recently been smoking in the building, and the approximate dates the smoking occurred, so we can take appropriate action.  Please also identify any specific location of concern in the community regarding pests so that we can have our pest control vendor, who provides regular treatments, address the specific concern.

*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. ↩