Complaints

This profile includes complaints for The Sterling Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Sterling Group

  3900 Edison Lakes Pkwy Ste 201 Mishawaka, IN 46545-3442

• 

  Apartments @ Eleven240

  11240 Woolwich St Charlotte, NC 28216-1179

• 

  The Sterling Group

  PO Box 2008 Mishawaka, IN 46546-2008

• 

  Apartments @ Eleven240

  11240 Woolwich St Charlotte, NC 28216-1179

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:11/05/2024

  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.

  I applied with this company for an apartment back July of 2024. I called asked a leasing agents all details regarding the process before applying such as. Are the fees refundable? I was told the admin fee was refundable but not the application fee. How long is the process? No longer than 72 hrs. What are the qualifications and etc. After several days of not getting an approval or denial I asked for a refund. Finally I got a denial after 10 days. I called asked for my refund and was told that there are not any refunds and to contact the manager. I emailed the manager **** and got no response so I filed a dispute with my bank with my bank denied because the company has in writing that there are no refunds but are telling future tenants over phone that they do give refunds. I have spoke with this company several times with the resolution. **** is refusing to give me corporate number. He told me the only reason he couldnt send me a check was because my bank took the funds from the company lies again my bank denied the claim. He was laughing over the phone saying if I could send him the recorded call he would a exception, knowing all calls are recorded. I want everyone to know this company scammed me out of $283.11 and I want my money back.

  Business Response

  Date: 11/12/2024

  To Whom it may concern,
  
  We appreciate you in reaching out to our company, but I regret to inform you that our position has not changed regarding a refund of your admin and/or application fees.  These fees have been non-refundable since 2023, and have no reason to believe that you were provided misinformation regarding these. 
  
  The application was submitted on July 30th, 2024.  The terms of the application of which you digitally acknowledged and accepted as a part of submission include the specific verbiage that the fees are non-refundable, even if the applicant is denied. We held this apartment off the market for 10 days, as we were trying to validate the credibility of the application and income documentation, which were finally deemed as fraudulent. We utilize a highly credible third party in detecting fraudulent materials, in a consistent effort to minimize risk to our customers.
  
  Due to falsifying paperwork, we have concluded that the complaint is also unfounded.
  
  Thank you

• Initial Complaint

  Date:07/12/2024

  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.

  My fiance ******************* has three or four units in ******** TN Mini Storage Depot and I myself only have one. We're behind on our bill by a MONTH, because we're waiting to get paid from a corrupt ex employer who ruined our personal business by false beliefs and accusations. The Area Director, ******, has stated all the units must be paid for in full before we can access any. I am not married yet. I have one unit I should not have to wait for him to cover his bill when I can pay mine instead she's trying to make us get further behind with more of a late charge and loose our units. The manager ****** accused and questioned us about a green lock or red lock key from the property manager ****. The fact is if she would listen, we do not have any keys from him we have one that looks similar to his and someone has tried to blame us for things we aren't guilty of because they're upset they no longer work there. She also accused us of free units for work done. The only free unit we have ever been offered was from HER when we started saying we could have a maintenance unit at each location if we wanted for FREE , however we didn't accept the offer. The only RED lock key was given to ***** by her at the ******* location when clearing units for her while she was on site as well. The FREE work was done for her by ***** and myself at multiple locations picking up garbage ECT just to help out yet when we tried to turn the invoice in for work we had done and quote for work was accepted for by ******, a month and a half later she still refuses to respond or give us PO #s to file with completed work making it take even longer. But yet she is trying to break another law now and refuses me to make payment and gather my things and leave. That's all we want to do gather our things and leave peacefully.

  Business Response

  Date: 07/25/2024

  I do not have a name associated with this complaint to confirm a leased unit. It is unclear from the complaint the name of the tenant that is wanting to pay besides *******************. We do have record, however, of a ******************* leasing units that remain unpaid of today's date. The other items in question in the complaint are not valid as we did not offer a free unit for any work completed on our facilities. 

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:
  That things stated are untrue. ******************* was offered free maintenance unit at each facility if needed by ****** herself. The company has also not paid for two invoices of work completed.
  
  

• Initial Complaint

  Date:04/19/2024

  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.

  The apartment complex is charging me $353.97 for an insufficient notice to vacate when I have documentation of the notice to vacate. They then changed their reasoning saying it was because I returned my keys early.

  Business Response

  Date: 05/06/2024

  I apologize for the delay in responding to this message.   The resident's  address is in *******, ***  Would you ask which Sterling property this is for and when this happened?   I looked at what we have in the area and show we sold Stonebrook Apartments in December 2022. 

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  
  The apartment is Apartments at **************************************.

  Business Response

  Date: 05/10/2024

  Good afternoon, 

  Below is the e-mail that was sent to ****************** clarifying the "Insufficient Notice Penalty" that she is disputing. The "penalty' in question is actually the property billing the rent owed back to the resident:  

  Good Afternoon ******************,
  
  There might be a miscommunication in regards to the Insufficient Notice Penalty and exactly what it means.
  
  Upon your initial inquiry into breaking your lease, you were informed per your lease agreement, there would be a 2 month buy out fee and you would be required to give a written 60 day notice.   
  
  We received your notice to vacate on February 9th with a move-out date of ***** 9th.
  
  Even though you gave possession of your apartment home back to us on ***** 1st, you are still rent responsible thru ***** 9th which would fulfill the 60 Day Notice.
  
  You made a payment on 2/09 that took care of one month of the buy-out fee, leaving one month of the buy-out fee remaining.  The next two payments we received from you was on 03/04 and 03/10 which took care of your utilities, garage rental and Marchs rent.  This left you owing one month of the buy-out fee, your rent prorate for ***** for the 1st thru the 9th, as well as any final utility bills or cleaning/damages after move-out. We have received your check in the mail and will be applying it to the account.
  
  We apologize that the wording used was confusing but hope this information is helpful.
  
  You are welcome to reach back out to the office if you need further clarification.

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my rent through ******** and it says i owe close to 3 thousand on the account and they took it out and my rent isnt paid. I have bo one to talk to about this ti make it right. ********** Apts,*****, ** ***** Apt 304

  Business Response

  Date: 04/01/2024

  This resident set up two autopayments on the account to pay his rent, we do not have access to this persons account to change payments, this was completely the residents issue, we told him he should contact his bank to cancel one of the payments, right now he is showing a credit for next months rents, but it really is the residents to make sure they payment is set up correctly, I have put a request in with our corporate office to see if there is anything that we can do on our side but we really think the best resolution is for him to contact his bank.  Please advise on what we can do to close this complaint since it is the responsibility of the person.  Thank you.  ***************, property manager Waterchase Apts. ************

• Initial Complaint

  Date:12/07/2023

  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.

  Applied to Argento of Oaksprings in ******* ** . Was denied approval but wasn't refunded application fee. Was told would be refunded if we were denied. Now saying it has to be within 72hrs . We just got denied today so how is this right.

  Business Response

  Date: 12/27/2023

  Good afternoon,

  I have reviewed the details of the complaint and attached the application documents electronically signed by both applicants informing them that application fees are non-refundable, even in the event of an application denial.  Our company policy does however refund the administrative fee in the case of an application denial, which was paid in the amount of $150.  A check for this amount was mailed out to ****************** at the address provided on his rental application on 12/12/23.  Should he wish to reach out to us to confirm the details of the refund check issued he is welcome to do so and we can provide those details to him directly.

  Respectfully,

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

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising 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 have had two cars broken into with one stolen and the other was an attempted to be stolen! I have reached out multiple times both calling and email and have yet to get answer from an anyone. There are completely disregarding me and I feel like Im not taking serious nor my safety! I wish to be realized from lease without any penalties since I was clearly targets in one their properties and my safety is at question.

  Customer Answer

  Date: 10/02/2023

  **************** Appointments ******, **

  apt 405

  Customer Answer

  Date: 10/18/2023

  Hello my name is *************************, I recently made a complaint and my id number is ********
  The company has reached out to me and has resolved the issue. I would like to have the complaint case closed and removed thank you. 
  

  
  

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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 Im current residing at ***** of ********* in for a few months I been trying to get a Transfer to another sister apartment which is affordable this due to my decrease pay at work.I have try to reach out to manager at this place in no respond.All Im getting is the run around.

  Business Response

  Date: 10/17/2023

  To whom it may concern, 

            Our office did speak with a lease holder on more than one occasion to inform them that under our current policy, a transfer to a sister property is unable to be approved at this time. Thank you. 

  ********************************** Management

  Customer Answer

  Date: 10/30/2023

  No this hasnt answer my question! Theres no real reason to them not answer me and denying me a Tranfer. my question is is the deny base off my new renew lease in June or from me living here 3years if so that crazy!!..They where  suppose to have upper manger to reach me and no respond for weeks and the manager is always out of office!!I told them my situation to why the Tranfer and its like they dont want to help!!!
  
  Sent from my iPhone
  

  
  

  Business Response

  Date: 11/07/2023

  Management has been in communication with the resident and are working on a resolution.  An inspection of the apartment is scheduled for this week to be able to approve the transfer. We hope to have this fully resolved by the end of the week.  Thank you.

  Customer Answer

  Date: 11/09/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:09/06/2023

  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.

  The Sterling Group owns the following self storage facility where we have an issue:Mini Storage Depot ************************************** My daughter + roommate had Summer 2023 rental May-Aug, 2023. On May 9th, storage facility lost main security gate due to an errant driver. We moved in May ***** and were assured by management that facility would have secure gate in place. Temporary arm bar installed while new secure gate was being installed. On or about June 1, arm bar malfunctioned and damaged a vehicle entering facility. Mini Storage Depot removed arm bar at that time, and left the facility without any barrier for approximately 10 days. During this time, ********** police, Officer ******* confirmed there were ***** reported break ins at the facity while there was no barrier in place.Mini Storage Depot posts on their website that there is gated entry to all locations which requires an access code for entry. Without any barrier, and no employees on site between Mon-Sat 6pm - 9am, and no onsite personnel Sundays, the entire facility was unguarded and accessible to anyone.Our Storage unit 189 was broken into during this time resulting in loss of personal items- TV, clothing, shoes, etc. We requested a refund of monthly fees and their response was, it is not their responsibility and would not refund any fees.We are not asking for reimbursement of stolen property- that is handled through home owners insurance.

  Business Response

  Date: 09/11/2023

  Hello-

  Mini Storage Depot would like it to be known that ********************* was/is not a lease holder with us.  **************** is requesting a full refund. The tenant occupied the space for four months, during which time we were not able to lease the space to someone else.  I am prepared to offer a $190.00 refund, this is the equivalent of two months rent.  If the refund is accepted, we will be happy to refund the lease holder, ********************  Thank you.

  Customer Answer

  Date: 09/11/2023

   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.

  Please confirm how they will refund the $190. 

  Thank you.

• Initial Complaint

  Date:07/07/2023

  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.

  *************************- The entire apartment complex mailboxes were broken into on 6/17( my medication was stolen) police report was filed, post office decided that mail wouldnt be delivered until property secured mailboxes correctly. Mail resumed ( tenants were not made aware) someone broke into mailboxes again on 7/4( I was made aware by post master after going to post office) I have attempted to contact REGIONAL DIRECTOR -*******************- she had ignored my email and refuses to return my telephone calls. I have emailed the front office 2x and called 2x no response. I have paid a early termination fee of $1622.00 and the complex and ******************* refuse to tell me my official move out date, yet, the apartment that I have leased is listed on ************** website saying that it is available for move in on 8/6( I have printed off a copy for my records/proof. I fear for my safety, I cant get my medication and I do not want ************************* to keep my $600.00 deposit and I also dont want to be charged for any pro-rated fees, due to the Sterling Group REFUSING to communicate in a professional manner!

  Business Response

  Date: 07/17/2023

   I would like to express my sincere sympathy for the unfortunate incident involving the theft of your medication during the initial mailbox break-in on 6/17. It is regrettable that such incidents occur, and we understand the distress it can cause to our residents. Crime, unfortunately, does not have an address, and we are committed to addressing security concerns to the best of our abilities.
  
  Upon further investigation, I have confirmed that *******************, the regional director, was on vacation during that time. I apologize if there was any miscommunication or delay in addressing your concerns. However, I am pleased to inform you that *******************, in ******'s absence, did address your concerns and made efforts to assist you.
  
  Regarding the charges, it is my understanding that *************************, our property manager, provided you with a breakdown on 7.7.23. Please let me know if I can be of further assistance or additional clarification is needed, you may contact the property manager.

  Customer Answer

  Date: 07/17/2023

   I am rejecting this response because: although *********** did respond( she was very professional)however,  I emailed ********** AFTER she returned from vacation and I also left her 2 voicemails, she NEVER responded. I received an email from ************** on 7/7/2023 after filing this complaint and she confirmed that my official move out date is 7/31, however,  I have been waiting for a response re: my $600.00 deposit. ************** emailed me on 7/7 and I responded and asked how long after my move out before my $600.00 will be refunded to me.10 days later I have not received a response. I have serious concerns about this company not following up and trying to keep my deposit, it is well documented via various complaints filed about this company being unscrupulous and not being forthcoming and honest. 
  
  
  

  Customer Answer

  Date: 08/02/2023

  I rented an apartment @ ************************* in *******, **. I have lived there for 2 years. I paid a $600.00 deposit and my I paid $1622.00 to terminate my lease early. I have sent 3 emails to the property manager ************************* and another email to the Regional Director **********. No one will return my emails regarding the return of my deposit. I was told that my keys and remote control to gate needed to be turned in on 7/31 @ 10am, I mailed 2 sets of keys and 2 remotes via **** certified mail/return receipt, per the **** portal my package was signed for and accepted by someone at the leasing office. I have attached a copy of my receipt and screenshot of **** portal which reflects package was delivered, ************************* is attempting to say that she did not receive package on 7/29( which is the delivery date in **** portal) I sent both ******* and ********** a copy of my confirmation, neither will respond. I only want my deposit refunded back to me! I left the unit in a clean condition and left absolutely nothing behind and I have video footage to substantiate my claims regarding the condition of the unit when I left. I am requesting someone from corporate to assist me with obtaining my refund as well as tell me how the funds will be returned to me and when. I am contacting BBB before taking the next steps legally. This complex is attempting to steal my deposit, they are are also charging me $41.45 for a water bill even though I was only at the unit 2 days the entire month of July, I am requesting to see a itemized water bill for unit ****, and they are also attempting to charge me **** for pest control for August!

• Initial Complaint

  Date:03/15/2023

  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.

  A few years ago, my apartment had black mold which me and my cancer patient husband were breathing for months. We didnt know where the brrathing problems are coming from until it was duscovered. A few days before we found out, I signed a renew of contract. ********** stated I had to leave and go on the streets as I they dont have the same size unit to put me on and will have to remove black mold on this one. After many talks and complaints, they put me in a bigger unit for the same price. Now, my rent $300 up and I am forced to pay that. New Management do not bother to call me and talk about. They are like non existed ghosts. I never had the rent being raised that high since I was living here 4 years. Im demanding an explanation from the new management.

  Business Response

  Date: 03/27/2023

  The Sterling Group purchased Waterchase Apartments November 2, 2022. All agreed upon rates/transfers the resident had with prior ownership, we are not privy to. ******************** received a rental increase in accordance with our property plan. At time of renewal, she will still be 35% below what a new prospect would pay if they sign a lease. Renovations are set to begin mid to late 2023, including several roof replacements, asphalt and concrete repairs, landscaping & fencing, door & window replacements, clubhouse renovation, pool house renovation, bark park, amenity repairs, HVAC replacements est. 50% of property, as well as interior renovations to include stainless steel appliances, upgraded plumbing fixtures, unit repainting, installation of new laminate and granite countertops, subway tile backsplash install, tub re-glazing, and W/D Unit stalls in select units. I've attached the offer letter, as well as the office is open Monday - Friday from 10am-6pm to discuss. Thank you.