ComplaintsforThe Inland Real Estate Group, LLC

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a very important check in the mail that was delivered to the office at artisan apartments. I went to check for the mail with them and they claimed they did not have it. I then checked with the delivering agency and ***. It turns out the apartment did have my mail and had misplaced it. When addressing this issue with them, Bama ****** was extremely rude. The office is supposed to inform its residents when they receive mail or packages that are left at the desk. But ever since the new manager **** has taken over they have stopped doing this. Why? It leads to confusion and misplacement/loss of mail. This is extremely unprofessional.

  

  Business response

  09/10/2024

  Please see attached.

  Customer response

  09/10/2024

   
  Complaint: 22207720
  
  I am rejecting this response because: 

  the apartment complex has stated many times that they are unable to send out notifications for package delivery due to new staff being trained. I understand that this may be the case for a short period but it should not be a permanent change or excuse to not send out notifications for package delivery. I followed what the apartment complex said to do regarding tracking the package and picking it up in a timely manner. (See attached screenshot). I expect that for the future they will follow the policy of notifying residents of packages delivered. Thank you for your time. I do not want any conflict, I only want a clear and precise policy to be followed correctly. Many packages delivered are time sensitive and may contain great value to the recipient. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After maintenance requests were rejected, we made the decision to move out. Per the lease, we gave at least 60 days notice. Months after we moved out, my husband and I had negative marks on our credit score for being sent to collections by Inland for past due utilities. When paying rent and utilities on their website, we've paid the lump sum listed, then received an email confirmation with the total paid but nothing itemized. When we were alerted to the collections case, we reached out to the leasing office for itemized copies of the rent/utilities bills to match the total paid to what was owed. When messages were left unanswered, we reached out to the Illinois home office who said we would need to work with the on-property team. Inland has sold the property to a different company so there isn't an onsite team. We never received our deposit or reasons outlining why wouldn't be receiving it, and we're not trying to get that here. We just want this rectified and off our credit report.

  

  Business response

  06/04/2024

  see attachment

  Customer response

  06/09/2024

   
  Complaint: 21732679
  
  I am rejecting this response because you have not provided and ITEMIZED BILL for our monthly charges. We paid the same total amount in March and April in the previous 10 months of the lease, so we need to see the breakdown of rent, utilities, parking, and taxes/fees to prove this wasn't paid. All payments were made through an online portal with charges your office controls. There also isn't an option to not pay a portion of the bill. And why wouldn't you add the March charge to ******* bill or tell us then since we were still living there? 

  Also, we filled a change of address and forwarding with **** and mail addressed to our Inland apartment was forwarded to our current residence. 

  When we called your home office, the woman we spoke to asked "if it was an emergency," put my husband on hold to speak with someone, then told us to work with the onsite team. Is it common practice to log something like that and have a record of every call? Would you not want to be that thorough with your financials?

  When can we expect an ITEMIZED BILL as backup to these charges?

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

  

  Business response

  06/13/2024

  Please see attached. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I lived at *****, a property managed by Inland for a little over 3 years. We recently bought our home and provided sufficient notice to the management company to break our lease and opted to pay the fee. When providing management with the noticed they asked about any damages. We mentioned the flooring had a gash due to the hot water heater going out and when they replaced it the appliance scratched the floor. She (***, the manager) stated this was no big deal and was easy to replace. Fast forward 3 weeks later and we receive some of our security deposit back. The below was taken out;Cleaning fee (valid, uncontested)Stove replacement fee (nothing wrong with the stove, HIGHLY contested as it is a $900 fee)Plank replacement fee (contested as the damage was caused by their own doing). Poor ethics to "replace" a stove that needed no replacing. Also, we requested to be present during the final walk through via email prior to vacating and was not given the opportunity. We need to be refunded our money for the stove/oven. Had we been given the opportunity we would have either replaced it ourselves or taken the one they claim to have replaced.

  

  Business response

  05/06/2024

  Please see attached. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I don't believe this company is using their funds appropriately. They took over our complex, countryside river apartments over a year ago. I've asked repeatedly if they could fix the lighting in the parking lot. Small fixes in units left unattended. My heat runs constantly when turned on, it'll get up to 90 in my apartment, they replaced the thermostat and it didn't fix it. Left unfixed. My kids closet door isn't even the right size. Won't close. There's no fire extinguisher in my unit. And last week the lady in apartment 4 passed away. Circumstances similar to the tenant that passed there about a year before. Both maybe in their late 50's early 60's. I requested an inspection to check for mold and haven't gotten a response yet. I think we're all getting fed up and don't know what to do anymore. No one seems to listen.

  

  Business response

  04/18/2024

  To Whom It May Concern,
  Inland Property Management and Leasing Group, **** (Inland), a ********************* is managing agent for the Landlord of Countryside River Apartments in **********, ********. We are in receipt of the complainants notice from April 9th, 2024, regarding ******************************* (Resident).
  Inland received a complaint from the Resident regarding a malfunctioning light on the building. It is important to note that there are multiple bulbs on the light fixture in question and only one is malfunctioning. This matter has been scheduled for repairs by a third-party contractor, with the work expected to be completed by the end of April 2024.
  A review of the Residents work order request history has determined that there is no current or previous work orders for a closet door. Inland encourages the Resident to submit a work order request for service if she believes there is an issue with a closet door.
  Additionally, a work order regarding a heating issue in the Residents living room (work order # *******) was partially resolved by replacing the thermostat. Our maintenance technician attempted to enter the Resident's apartment to complete the remaining heating issue repairs on three different occasions between February 13th and March 28th, however access was denied. We kindly ask the Resident to contact our rental office to schedule a suitable date and time for the repairs to be completed.
  The Resident is correct that Inland does not provide fire extinguishers for individual units, however new extinguishers were installed and tagged in the common areas of each building in March 2024. Furthermore, each unit is equipped with functioning smoke detectors that are inspected at least semi-annually.
  As for the Residents request for a unit inspection, one was conducted on April 9, 2024. She was present during the inspection and had the opportunity to discuss any concerns with our property manager, *********************. Based on conversations with the Resident and observations made by the manager, it was noted that the bathroom ceiling had moisture damage, and there was a snag in the carpet by the entry door, no
  mention was made of the closet door. Subsequently, when Inlands maintenance team reached out to the Resident to coordinate the repairs, the Resident told them Not to worry about it.
  The property manager, *********************, called the Resident on April 15th around 10:40 am and sent an email in an attempt to address the alleged concerns in this complaint. Inland is currently awaiting the Resident's response.
  Should you require any further information or clarification regarding this matter, please do not hesitate to contact me at ************, or via email at **********************************************************.
  *********************
  *********************
  Property Manager
  Berwyn / ****************************
  **********************************************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was formerly a tenant of Inland Residential Real Estate LLC's ************************************************* in *********, **. Following move out, I was billed for a carpet deprecation fee that I contested. Inland represented that there was no damage to the carpets but still charged me a fee. Despite a month of emailing and leaving six messages with the ** Office *************), I have been unable to speak with anyone able to address my concerns. While this dispute is ongoing, I have been receiving mail from collections agencies threatening to report an adverse event on my credit score if I don't pay them (it should be noted that these letters do not contain the accurate amount of money Inland claims I owe it). I am able to provide the email change with Inland as well as copies of any correspondence that I have received from it and its collections agents.I am seeking to have the fee waived and Inland to recalculate my move out statement (this would result in a payment to me of approximately $66).

  

  Business response

  04/18/2024

  To Whom It May Concern,
  Inland Residen??al Real Estate Services, LLC (Inland), a Delaware limited liability company, is managing agent for the Landlord of Parc at ********* Junc??on in *********, **********. We are in receipt of the complainants no??ce from April 8, 2024, regarding ******************* (Past Resident).
  On November 31, 2023, the Past Resident received the move-out procedure and acknowledgement with the vacate date of January 31, 2024. Upon move out inspec??on, damages of $70, carpet cleaning fee of $150, carpet prora??on charge of $169.98, and final u??lity and service fees of $163.06 were assessed. A??er the deduc??on of the security deposit in the amount of $300, the remaining balance on the account totaled $253.04.
  On February 3, 2024, Past Resident was sent a final move out statement outlining what was owed. On February 6, 2024, Past Resident requested documenta??on and photos of the final walk through which were sent to him. Past Resident disputed the charges sta??ng he is not responsible for replacement costs to carpet. The condi??on of the carpet which had mul??ple stains throughout that could not be removed warranted the replacement, and the Past Resident was only charged the prorated cost based on the age of the carpet. On March 15, 2024, an adjustment to the final account statement was made removing the $150 carpet cleaning fee as the carpet had to be replaced. A revised statement was sent to the Past Resident via email on the same day. The new balance due is $103.04 and to date has not been paid.
  Should you require any further informa??on or clarifica??on regarding this mater, please do not hesitate to contact me at ************ or via email at **************************a??nland.com.
  Sincerely,
  *********************
  *********************
  Property Manager
  Parc at ********* Junc??on
  **************************a??nland.com

  Customer response

  04/22/2024

   
  Complaint: 21545771
  
  I am rejecting this response because the carpets were not stained in any way.  Inland agreed with this position (as evidenced by the attached email exchange and photographs).  Inland's response to by BBB complaint is the first time that Inland raised any issues regarding carpet stains.  The attached photos were taken by Inland's agent.  As the photos attest and Inland's agent concurs in her email, there were no stains on the carpet.  There was no damage to the carpet.  Inland needs to waive the fee, recalculate my move out statement, and pay me the approximately $66 it owes me.  
  
  Sincerely,
  
  *******************

  

  Business response

  04/25/2024

  Please see response for complaint ID ********.

  Customer response

  04/26/2024

   
  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 on the condition that I receive a written statement from the business memorializing the change in the amount owed to me.  Additionally, I am requesting that the business contact the debt collection agents that it has employed and inform them that I do not owe the business any money (and never did).  I will consider any further communication from said collections agencies harassment.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company has sent me to collections over past due rent after failing to provide notice of renewal, after acknowledgement of notice of vacancy. We moved on October 10th, 2023, they are charging for back rent for November 2023 onwards. No notice was provided, we were sent to collections seemingly out of thin air. The people who reccomended the complex to us, had the same issue that is yet to be resolved. I believe this to be a pattern of fraud.

  

  Business response

  04/09/2024

  To Whom It May Concern,
  Inland Residential Real Estate Services LLC (Inland), a Delaware limited liability company, is managing agent for the Landlord of Cirrus Apartments in *******, *************. We are in receipt of the complainants notice from March 29, 2024, regarding ********************* (Past Resident).
  On March 18, 2024, the Past Resident contacted Inland to discuss the charges on his account. I was forwarded the information to contact him. During our conversation, the Past Resident informed me that he had vacated the property on October 10, 2023. During the review of his account status, it was found that the Past Resident had been charged an accelerated rent fee for not providing a 60-day notice to vacate the apartment, which is part of the lease agreement.
  The Past Resident explained that while he did not return the official notice form, he had communicated his intention to vacate via email to a former employee. After he provided me a copy of this email, we agreed to honor it as a valid Notice to Vacate. Consequently, I communicated with the Past Resident that his account would be adjusted, removing this fee, and he would be responsible for a remaining balance of $1,207.33. The charges represent October Rent and utilities.
  The Past Resident agreed to visit our office on March 29, 2024, to settle the outstanding balance. Additionally, I informed him that a Move-Out Statement had been sent to his previous address at Cirrus Apartments, as we were not provided with a forwarding address due to the absence of the formal 60-day notice. Subsequently, I emailed the Past Resident and left a voicemail to notify him that his account had been resolved pending his payment for the balance on the account. Past Resident did not make the agreed upon payment on March 29, 2024, so there is currently a balance remaining due of $1,207.33.
  Should you require any further information or clarification regarding this matter, please do not hesitate to contact me.
  Sincerely,
  ***************************
  ***************************
  Property Manager
  Cirrus Apartments
  ************************************************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* wife rented from The Inland Real Estate Group - owned property called ****************, located in *****, ********. We lived in a third story apartment (#****). It's just me/my wife/our kitten. Around July of 2023 we started hearing pounding & loud knocking coming from our downstairs neighbor. He was repeatedly hitting his roof to make noise & cause our ground to shake. We did not know why it was happening. But this persisted into August of 2023. It became daily & disruptive. We are the most compassionate & kind tenants you can ask for. We didn't want to complain but we had to. Our work is very busy, we are rarely home. Additionally, it's just us; we dont have any family/friends around. We hardly make noise at all. Our first complaint was filed via email on 08/01/2023. We asked the managers to help us with this persistent ******************* Unfortunately, it was amplified & excessive when I would leave for work & my wife was off (home alone). My wife became scared. I continued to send both documented information (timing & character of noises/pounding) and video evidence. Emails were sent to the assistant & senior manager **************************************************************** Although they responded to the emails, they provided no solution. Instead, they gave us the option to move out, but the noise/pounding was not our fault or our doing. Additionally, the downstairs neighbor was disturbing the peace as several other neighbors heard his aggressive pounding. Unfortunately it effected our day-to-day lives & reduced our quality of life at the apartment significantly. We continued to be compassionate & kind tenants and continued to document and email the manager for help. We did not receive any help. We submitted emails for OVER 5 months. Our complaints were ignored. We felt unsafe in the apartment. Harassed. At times, the neighbor yelled at us. Even in financial strain, we were essentially forced to move out. And we did. With no help or resolution from Atria Apartment manager.

  

  Business response

  02/14/2024

  Please see attached response for complaint ID ********. I have attached the initial complaint letter for reference.

   

  Please let me know if there are any questions.

   

  Thank you,

   

  *********************** Collections Analyst Inland Property Management & Leasing Group, Inc. ************************************************ *********,IL60523 Website|Email Follow ** on

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented an apartment at **************** at **********************************. Apt **** ************, ** ***** owned by The Inland Real Estate Group, LLC from December 20, 2022 to November 19, 2023. I paid a refundable security deposit of $350. I gave over 60 days of notice to vacate and included the address for my deposit check to be mailed to. The address was ****************************************************************************. I left the unit in great condition and this has never been disputed. On October 31, 2023 I made my last payment for $985.15. 30 days after my move out date, I had not received my deposit nor a letter stating intent to keep it. On December 19, 2023 I went to the office and spoke with the person in charge about my missing deposit. She checked the records and found that a check had been mailed out to me but was sent to the wrong address. She said that she would correct the problem, she took note of my new mailing address and said that I should see my check soon. More than 3 weeks later I still had not received a check. I went back to the office on Friday January 12, **** and spoke with ***************************. She said she would look into the matter and call me next Monday. She called me on Monday January 15, **** and informed me that my check *** take 30 more days to arrive because the previous check needs to clear. Furthermore, she informed me that my check was for less than $350 due to a water bill and other fees. I replied that this was unacceptable. If any portion of my deposit was to be deducted, I needed to receive notification within 30 days after moving out. I am not at fault for the check and notification being sent to the wrong address. She sent me an email with attachments for the final water bill and the history of charges and payments but the fact remains that they are at fault for their gross delay and human error. I now seek a total of $500 to include non-economic damages due to my time loss and the stress that this situation has caused me and my family for nearly 2 months.

  

  Business response

  01/19/2024

  Please see attached

  Customer response

  01/20/2024

  
  Complaint: 21147108
  
  I am rejecting this response because:

  
  The company's response contains false claims, does not admit any mistake, does not provide a solution to correct its wrongdoings, and does not properly compensate me for undue hardship. As stated in my original complaint, when I went to the office on December 19, 2022, I was told what address the check had been sent to which was different from the one I provided in my letter to vacate. It is false that I stated I no longer had access to that address. Proof of this is that my mother owns that home and I always have access to it. They entered my address in the system wrong and now try to blame me by claiming that I do not have access to that address. I did then provide the address of my new residence. Had the check been sent to the original address that I provided (**************************************.) I would have received it even to this date.

  
  The next false claim is that the assistant manager, *******, stated that a new check would be overnighted to me. In person, she told me that she would look into the matter because I had originally spoken with ******* in December 2023 and she needed to investigate what was going on. She said she would call me the next Monday, which she did. And when she did, she said it would take another 30 days to mail me a new check because the previous one had not cleared. It is false that she said that it would be overnighted to me. 

  
  Lastly, I paid my prorated rent amount in full and on time as well as all my utilities up to my moving date. If a new water bill and any fees were generated after I moved out, this should have been informed to me in writing. Per ******* laws, if a landlord intends to keep the deposit in its totality or partially for any reason, they have 30 days upon the tenant vacating the unit to inform the tenant of their intentions and their reasons for keeping the deposit. The landlord in this case, failed to give me such notice within 30 days of my vacating the unit. The landlord only issued a check on January 17 and overnighted it to me AFTER I submitted this claim with the BBB on January 15. I received the check, which I have no intention of cashing, in an envelope and it still did not contain any notice of their intention to keep part of my deposit. 

  
  I stand firm in my position that I should have the entirety of my deposit returned to me since the time long expired when the landlord could claim any portion of it. Additionally, I should be compensated for my time spent dealing with the issue and for all the anguish I have endured wondering about my deposit. My offer still stands to resolve the issue for a modest $500. However, if the dispute goes to court and/or I need to seek legal counsel to resolve this issue in favor of the law, I will be suing for a much greater amount. 
  
  *******************************************************

  

  Business response

  01/29/2024

  Please see attached response for Complaint ID ********.

  Please let me know when this is received, and if there are any questions.

  Thank you,    

  Customer response

  01/30/2024

   
  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,
  
  *******************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So I made it on this site because according to my credit I owe this company $50 for rental property. I'm born and raised in ********* ** and this property don't look like it's in *********. I'd be greatful for a response because I have never been able to rent my own 1st apartment because of these fees I have no clue where they are from why and who put it there. If u could reach out to me at ur earliest convenience. Thanks

  

  Business response

  01/02/2024

  Please see attached

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon moving into our property October 2021 it was noted that the floors had paint all over them, and behind the appliances were never cleaned as well as the vents, fans, and light fixtures. When moving out August 2023 I cleaned according to there move out list plus more. I spent approximately 8 hours making sure everything was clean and disinfected as Im an infection control officer in a healthcare facility. The only thing that I left undone was 1 wall could have been cleaned better. I have 3 boys and the couch was against that wall and there is no light in the room and it was dark and I couldnt see anymore. I also left the globe off of the dining room light because I cleaned it and it was still drying on the counter and I had already taken my step stool to the car. Upon the move out inspection it was noted that a door needed to be replaced but that the property looked amazing otherwise. Upon getting my deposit check and the itemized statement it was noted that they deducted $225 for steam cleaning tile and grout, $200 for professional cleaning, $85 for painting, and $125 for door. I didnt dispute the door. *************** friend fell into the door. I had no problems paying that. $85 for paint is whatever. A little much considering we lived there almost 2 years but whatever. But $225 for floor cleaning when they werent clean when I moved in and $200 for professional cleaning a property that you could have ran a white glove thru without getting anything on it. I called and spoke with property management and was informed that the property current had no manager and they would have to reach out to the regional manager. After several day and a follow up email I was informed they would send me a check for the $225 for floor but that the cleaning fee stood. I read thru both lease agreements to verify that it didnt say anything about a cleaning fee and it doesnt mention it. I again informed the property management that I dont agree with the decision and wanted an explanation. I havent gotten another check nor have I received anymore information regarding my request. Had I known they were going to charge me a cleaning fee I wouldnt have gotten so detailed about it.

*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. ↩