Business Profile

Real Estate

Cohen Esrey Real Estate Service Inc

Headquarters

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Complaints

This profile includes complaints for Cohen Esrey Real Estate Service Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:03/28/2025
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.
In December 2024, I applied to Vista Loma Apartments in San Antonio, TX—managed by Cohen-Esrey. I was told I’d be placed in Building 2, which is still under construction and not expected to open until May 2025 or later. On January 24, 2025, I paid a $250 deposit. The leasing agent I spoke with informed me this deposit was refundable and that I should reach out on April 23 to possibly schedule a move-in date, depending on construction status. On March 25, 2025, I visited the office in person to cancel my application and request a refund since I had decided to renew my current lease elsewhere. I was told my deposit was nonrefundable due to being given a move-in date—however, this is not true. The building is still not open, and no official move-in date has ever been provided. The property manager said she would contact corporate and follow up with me by March 27—I received no response. I called back on March 28, and she was unavailable. I also contacted Cohen-Esrey’s corporate office on March 25, 27, and 28, and each time I was told my message would be passed along and someone would reach out. As of now, no one has followed up. The Vista Loma website does not state that the deposit is nonrefundable, and I was clearly told otherwise by staff. This experience feels misleading and unprofessional. I am requesting a full refund of my $250 deposit and for this matter to be addressed immediately.
Business Response
Date: 04/04/2025
Thank you for notifying us of this complaint. After review of the file and discussion with the property team, we discovered that the security deposit had not been refunded yet due to an error on our end. We will be refunding the security deposit to *** ******* and the property manager has reached out to *** ****** to confirm the same, as well as conveying our apologies. To date, we have also verified *** ******** current address, provided a corrected Final Account Statement reflecting the refund due via mail, and let her know the timeline for the processing and receipt. If there are any additional details we can provide to assist with final resolution of the issue, please don't hesitate to let us know.
Initial Complaint
Date:03/04/2025
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.
Property manager ***** ******* is over charging on my rent
Business Response
Date: 03/17/2025
Thank you for contacting us about the double rent being charged. As you can see from this ledger; and I went back to11/30/24 when the balance was zero, we are not overcharging the rent.
If the claimant still believes so, we would like to resolve the misunderstanding. If the claimant can send over what they are looking at, we would appreciate it so we can research. We here at Cohen Esrey appreciate all our residents and want to make everything right and equitable.
Initial Complaint
Date:07/14/2024
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 have lived at the lofts in *********** since 4/26/2021. For years now I have complained about the noise levels of the apartment below me with no avail. Here it is on 7/14/2024, that yet again they are blasting their music so loud that it shakes the floors and walls of my apartment, well after 2am. I have called the police several times to file noise complaints only to be told there is nothing they can do unless the property manager or company that manages it actually enforces the rules in the lease agreement. I am demanding that action be taken or that I and my family be properly compensated for the lack of enforcement in the lease agreement. The lease states that as per the rules, no loud music shall be played after 10pm. Failure to do so will result in violations and evictions if necessary. Well for over 3 years this has been a problem, and nothing is ever done. Complaint after complaint to the several different property managers you have had, has yielded no results. I am tired of going to work on no sleep, to only come home and not be able to rest cause of this. I mean what does my $800 a month get me? I want to know as there is nothing else that is delivered on the promises made in the lease agreement. Something must be done, or I do not see why I should pay the full amount and honor a lease agreement that you do not enforce with others!
Business Response
Date: 08/09/2024
*** ********

Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all resident feedback seriously, and we apologize for any inconvenience you may have experienced. We understand your frustration regarding the noise disturbances and your concerns about the enforcement of quiet hours as outlined in the lease agreement.

Please know that we strive to ensure a peaceful living environment for all residents. After reviewing our records, we found no written complaints from you regarding noise issues. Our process typically requires a formal complaint to initiate any enforcement action. This helps us document the issue and take appropriate steps to address it. However, we want to ensure that your concerns are addressed moving forward. We encourage you to submit any future noise complaints in writing so we can investigate and take necessary actions in a timely manner. Additionally, we would be happy to discuss any immediate concerns you may have and work together to find a resolution.

Regarding your request for compensation, we regret to inform you that we are unable to offer financial compensation in this matter. However, we are committed to improving your living experience and will make every effort to ensure that the lease rules, including quiet hours, are enforced consistently. Please feel free to contact me directly at ************* *********************** , if you would like to discuss this matter further or if you have any other concerns.

Thank you for your understanding and cooperation.

Sincerely,
****** ******* ****** ******** **** **** *****
Senior Regional Manager – Asst. VP
Customer Answer
Date: 04/21/2025
From the CONSUMER:
Sent 4/10/2025 10:26:34 PM

Complaint: ********

I am rejecting this response because: Though I admit that the property manager has soften her tone and is now more approachable, there are still issues. First off, my apartment is shaking again from the dang stereo from the people below us. Enough is enough there. There is constantly trash and animal **** *** **** in the elevator. But Worst...and I mean the WORST. Your storage facility that is under camera surveillance. Ours was one of several that was broken into and guess what. No camera! Personal photos, some which are of MY SPOUSE, were taken, as well as items for our children. This happened right as she had just lost her grandfather. Infact some items that was is that she had were taken too. We filed a report. A couple days later, we saw one of the totes in question. We reported it to the police. They said they would follow up and inform the staff here.
What really bothers me, is that those people are still here. We had to walk out the other day to hear the **** **** lady of the MOPED gang talking about "Hurry up at the pawn shop". But what made it so aggravating, was my wife felt guilty for even filing a police report because there was a small baby/child with the moped gang lady. We were robbed, but she felt horrible and guilty, and we have to still look at them while they are still here! They leave the doors propped open at nights and are reports of people living with them not on the lease. AND WE HAVE TO SIT THERE AND DO NOTHING.
NO THINGS ARE NOT ALRIGHT NOR FIXED.
For 4 years we have been here, dealt with ******* ***** and her letting everyone get away with everything, including the former residents of *** who finally got evicted by **** ******* when she was property manager, after they had run afoul and stole from EVERYONE! Paid rent of $800 when we actually didn't have to cause our rent never increased until YOU, told us at our re-cert a couple of years ago...right before you fired *** ******* and banned her from the property. ***** I almost got shot, the night of the shooting when that happened, and I was coming home from work. WE HAVE ENDURED ENOUGH!
We pay our, rent, follow the rules. All we ask is the same standards be applied to the rest.
Also, we want to storage code, so we can personally go when we want to, so we can check on our STORAGE unit!
So, I reject your letter and solution because you have not done enough to warrant me accepting it!

I have included the photos of the items and apartment we saw them come from. Theft 1 photo shows the cart outside with a pink tote my wife identified as hers. They do not make those totes anymore and are over 12years old. She bought the pink in a set of 3 for our daughter. It was in storage with some stuff for our daughter including items from my wife's grandfather for our daughter. Theft 2 photo shows the cart with 2 blue folding chairs from dicks. The blue in question is a special-order blue only available from ***** **** ****** in Winston Salem where our daughter went. Photo titled ***************** is the door of the apartment we saw them come out of. photo Titled "***************" is the cart in the hallway the items were on.
Let me make this clear, they hurt my wife. I will not back down. FIX IT! EVERYTHING!

Sincerely,

********* *******
Initial Complaint
Date:06/03/2024
Type:Order 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 establishment is now called “The Champion at Bluegrass” formerly known as “300 at the Circle”. Attempted to do a walk through for the apartment on the end of lease date on the said appointment (May 7, 2024 at 2 pm), and to return the keys in order to get my deposit back (approximately $1000). However, the office was closed, spoke to one of the employees as they were leaving around 1 pm and they stated that their system was down, and said they do not know when they will be able to re-schedule. Left several voicemails throughout the week and still has not returned my call. Stopped by the office again (May 14, 2024) during office hours around 9:30 am and the office is still closed. Tried to email, and there was no email contact on their website. The apartment is clean and is ready for a walk through, I have been a tenant for the past 3 years and have paid my monthly rent on time and would like to get my deposit back.
Business Response
Date: 06/04/2024
Hello ****** **** - We apologize you were unable to reach the office. I forwarded a copy of your final account statement to you as well. It looks like the deposit we have for you on your lease is $585. Also, thank you for leaving the apartment in good condition, it looks like the team did not charge you for any cleaning/damages. If you can please verify your current address, so, we can expedite your refund. It looks like the address listed is on ******* Court.
Again, thank you for letting us know about your experience, as we take all complaints seriously, and look for ways we improve the services offered. We apologize for any inconvenience you may have experienced.

Thank you
Customer Answer
Date: 06/05/2024

Complaint: ********

I am rejecting this response because: as previously stated my previous roommate who broke her lease ****** **** also had a deposit, and their property manager had mentioned that her deposit will also be deposited to my account which will be ($1000 + in total). My new address is **** *********** ****** Lexington Ky 40509.

Sincerely,
****** **** ******
Business Response
Date: 06/24/2024
Please see enclosed letter. Thank you
Initial Complaint
Date:03/30/2024
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.
February 25, 2024 I put a work request in to have my AC fixed in my apartment unit. I’ve had to argue with the apartment to fix the AC and for four weeks straight every time I asked I was told the parts will be here this week, and every week goes by and the parts still are not here. My wife and I have made numerous complaints as we sweating inside our apartment with no actual resolution this has been going on for over a month now and the apartment complex is not being helpful at all. They keep giving the same runaround answers of We’re just waiting for parts, but they say it will be here this week, and then it still doesn’t show up I firmly believe that they lied and have not ordered the parts yet because they were trying to have me wait till April to order the parts anyway every time I put the work request in saying that IC is broken, they close it without making any repairs completely destroying any paper trail of the longevity of this issue
Customer Answer
Date: 04/01/2024
Can I add the management company to the complaint as well?
Business Response
Date: 06/05/2024
When AC was called in, this was during the cooler/winter months of the year, and we were not able to repair during the temperatures at this time. This was repaired on April 16, 2024, once the weather was warm enough for our team to complete. This was confirmed as repaired with resident on 4/16/2024 by our customer fulfillment team as well.
Initial Complaint
Date:03/21/2024
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 moved into these apartments on April 22, 2023. I reported a broken water heater on May 22, 2023. The water heater was so bad the repair man had to use the new heating element to scrape out the calcium build up in order for it for "fit" inside the old broken water heater. On June 22 I came home to find that the water heater had exploded and flooded my apartment. When I asked the front desk what happened they said they saw that it was flooding days prior. No one from the office tried to notify me of this incident. I have 2 cellphone numbers, multiple emails and they have their apartment web portal they also could've messaged me on. They never tried to contact me. The entire apartment was soaked and molding, my belonging were thrown all over and wet items were thrown on top of my mattress, ruining it. My Afghanistan war rugs were tossed into a tub that was leaking all over them. Which is also something I reported broken and they never fixed. I'm a disabled veteran and just spent thousands of dollars to hire people to help me move into this apartment. The apartment managements inability to correct this problem lead to almost $10,000 in property damage as well as my inability to inhabit the property. *** ********* ** ******** ***** has since reported me to a rent recovery solutions, stating that I have skipped out on paying my rent. However, according to Prop. Code Section 92.056 Landlord Liability and Tenant Remedies; Notice and Time for Repair, section (e) Except as provided in Subsection (f), a tenant to whom a landlord is liable under Subsection (b) of this section may: (1) terminate the lease;
Business Response
Date: 02/21/2024
Hello *******,
Can you provide your apartment number and full name so I can look into your claim. I cannot find you in the system with the information provided.

Thank you.
Business Response
Date: 04/02/2024
To Whom It May Concern,
After thorough review of the information available to us, it has come to our attention that there was an error in sending the past resident's account to collections. We apologize for any inconvenience this may have caused.
As a result of our investigation, we will be removing the lease break charge from the resident's account. However, it's important to note that any remaining balance will still be the responsibility of the resident. This includes charges for the removal of items from the unit, damages, as well as any outstanding utility charges.
For your reference, we have attached pictures of the move-out inspection to provide clarity on the condition of the unit upon departure.
We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please don't hesitate to reach out to us.
Customer Answer
Date: 04/03/2024
I’d like to see the photos they provided if possible.

thanks!
Initial Complaint
Date:06/07/2023
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.
These people failed to return my deposit after I moved out and have ruined by credit with a bogus collection activity. I do not owe them any money per rental history they sent. How do I go from owning zero to $680 dollars and you keep my deposit. My rent was not even that amount per month. As a housing voucher recipient they would not have allowed me to move owing any money nor would my current landlord have allowed me to move owing a previous
Business Response
Date: 07/11/2023
I am writing in response to the above BBB complaint submitted by ********* *******. ********* ******* vacated the apartment community, *** ***** ***** in Thomasville, NC on 10/31/2021. ********* ******* had a balance due on her account of $885 that was for prior months rent and late fees in the amount of $328 and October rent and late fees. *** ******* was responsible for the full month of rent for October in the amount of $532 and a late fee of $25. Total balance due at move out being $885.

The paid security deposit of $200.00 was taken from the total balance due of $885,leaving an open balance that was turned over to collections in the amount of $685.

Should you have any questions or require any additional information, please give me a call 913-671-3326.

Sincerely,
****** ******* ****** ******** **** **** *****
Assistance VP, Regional Manager
Customer Answer
Date: 10/16/2023
These crooked people, which I will be filing legal action against took funds from the Hope Program for rent during the pandemic. Per their taking assistance from the Hope Program which I have my paperwork that *** ***** ***** provided showing in month of May I only owed $160 someithing dollars or thereabouts, (don't have the paperwork in front of me as I am responding to this complaint_ My rent was paid on time going forward to HOPE's assistant. on behalf of any tenant,, late fees if any were supposed to be waived which they failed to do and still (not myself) violated the guidelines for receipt of HOPE Funds on behalf of tenants. I was not at the residence on October 31st. Per Lexington Housing Authority and Section 8 guidelines, I had to vacate the premises of Big Chair Loft by a certain time. My current lease and occupancy to my current resident was on October 7th. So how in God's name can you say I vacated your premises on October 31st, which as governed by the Housing Authority I had to be vacated before then. Not to mention the rental history that was sent directly to my current leasing office does not reflect any balances owed.
These people are also crooked in that depending on who was in management, late fees were not initially charged as it was disclosed and in my file as a Social Security recipient I received my check the second Wednesday of every month. These people need to lose their tax credit status. Instead of helping low income individualas they are taking advantage of low income individuals in every way they possible can.
As a former resident of *** ***** ***** I feel that they are trying to get money out of people for the people that did vacate their premises without notice and damaged the property (which is my case I was not one of those individuals.
I will allow the judge to look at and make a decision based on my evidence.
Initial Complaint
Date:05/22/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’ve lived there over 4 years, in the past 2 years we have had new management in and out who aren’t any help. For the past year we have dealt with roaches in our building when in fact it didn’t happen till our new tenants moved in. We had spoken to the front office and all they did was spray. From time to time we still have this issues. Another thing when we moved in every building is suppose to be lock and open only by a resident to has a key fob. Over a year ago our door has been broken and no longer need for the fob. We have told every new management that has come in and even went above and contacted corporate about the issue. Which they promised to have it fixed which it hasn’t. So anybody could just walk in our building when they want which has happened. Another issue is our mailboxes have been broken into and we are no longer getting mail, I wasn’t aware that postal service had already spoken to the office and they had told them. It was their issue and needed to be fixed by June or any resident would no longer get mail to the address. I’ve been in contact with both front office and corporate and nothing has been done. We pay for these security services and none work. I honestly don’t know what else to do. I’m pretty sure other residents in my building have more pictures as we are all tired of the miscommunication, and the revolving door of front office staff.
Business Response
Date: 06/07/2023
***** ****** ****** ********** ******* ****** *** ****** ******** ****** ******* ******* ****** **** **** ** **** ****** ****** ***** ** ***** *** **** *************** ************ ******* ****** **** *******
Please consider this as ***** ***** ********* ** ********** formal response to the above
reference complaint.
On April 4, 2023, Ms. **** reported to the leasing office a list of concerns she had with the
property. The first concern was pest control in her unit. The second concern was the key fob
reader for breezeway doors not working properly. The third concern was mailboxes not latching
and being left open.
On April 4, 2023, Ms. **** was informed pest control comes out to the property every Tuesday
and it was upon request by resident only. Ms. ****’s unit was sprayed on April 11, 2023, as well
as April 18, 2023, for pest issues. Since April 18, 2023, no current requests have been made by
Ms. **** for treatment.
On this same day April 4, 2023, maintenance evaluated the door, and it was determined the fob
reader was not working properly. The property manager contacted the third-party vendor on
April 5, 2023, who started working on the back end updated the software to our computer as
needed. Informing office staff, it would be a timely process to complete the upgrade. Software
uploads and updating were completed on May 24, 2023.
On June 5, 2023, Property manager as well as maintenance will be going breezeway to
breezeway to update all door systems to the newest software as they need to be for the key
fobs to work properly.

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

Page 2
On April 17, 2023, new mailbox latches were ordered and placed on back order with an eta of
June 3, 2023. We anticipate the mailbox latches to arrive as scheduled and to be installed on
June 5, 2023, with no issues.
While we understand Ms. ****’s frustration, Champion at Bluegrass and agents are addressing
Ms. ****’s concerns as quickly as possible with a completion date of June 5, 2023.
********** ****** ***** ****** ***** **** ******* *** ****
Customer Answer
Date: 06/07/2023
[* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****
Initial Complaint
Date:02/23/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 20th 2023 I made a payment of $225 online via credit card to southpointe apartments to apply for an apartment. I got approved and was ready to move in on February 1st. They advertised on their website that the apartments were ready to move in, but clearly were not. I got my lease information the following Friday January 27th. The week of Jan 30th to Feb 2nd the snow storm happened which I understood why I wasn’t able to move in on February 1st as planned: On Thursday Feb 2nd the snow storm was over and people were going to back to work I called to see my availability to move in and they responded with “you apartment is not ready and its not cleaned”. I later showed up in person on February 4th and waited two hours outside the leasing office to speak to ***** ****** (who works there) who was extremely rude (she also lives at southpointe apartments). Later that day on February 4th I received a call from a private number at 6:10pm from ***** ****** stating that “corporate decided to cancel my application”. Corporate for southpointe apartments is cohen esrey and they are closed on Saturdays. Later on after actually calling corporate on Monday I discovered she to talked to her regional manager (*******), and she decided to cancel my application. There was no true reason or concern for her canceling my application other than merry lying on me and not liking me. On Saturday February 4th ***** ****** also stated she would mail my $225 check out that day and even asked for my address. It is now February 23rd nineteen days later and have not received my check. Cohen esrey will not answer my phone callas anymore and they have not refunded me my $225 from January 20th. Loretta (regional manager) and ***** ****** (leasing office employee) canceled my application out of dislike. They also left me homeless over a week for not having the apartment ready and canceling my application. Cohen esrey (corporate) did nothing about it and hasn’t refunded my check back to me.
Business Response
Date: 03/06/2023
We are in receipt of the complaint filed by *** ****** regarding her application, and the requested refund of $225.00. Please accept this as a formal response to *** ******** compliant. Our records indicate that a refund has been processed on February 23, 2023, in the amount of $225.00 check # 2832 and mailed to the address provided in your letter under “Customer Information”. Please understand there is a process to process a refund which can take several days and as stated has been completed on February 23, 2023. At this time, we consider this matter satisfied and closed, and are hopeful you will find the same outcome.
If you have any additional questions, or need more information, please feel free to contact directly.
Initial Complaint
Date:01/05/2023
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 live at a Cohen-Esrey Property. They use ********** for utilities. I live in an apartment that is under 900sq ft. and have incurred astronomical gas and water charges. My neighbors have all also incurred these charges. The only things that Cohen Esrey has said is that the meters are outdated, they will not be fixing them, acknowledged that we are all being overcharged, and then said they will switch to charging averages depending on tenant capacity and apartment size… Which does no fix any problem. Every tenant that I have spoken to has had this issue, since billing for October 2022. This outright price gouging and absolutely no plan to actually fix it aside from using arbitrary numbers is absolutely unacceptable, and they need to be held accountable. These prices are twice what I paid in 2021. If they average me at $6/per 1000 gallons of water, if my math is right… that would mean I myself would use about 9,000 gallons of water for my apartment per month. That isn’t possible.
Business Response
Date: 01/12/2023
Re: ID # ********
Dear *******
Thank you for passing on the resident’s concern to us. ******* **** uses a 3 rd party billing company for
the water and waste water charges. Below is an explanation of how the resident bill amounts are
determined,
Water Charges
Your water charges are calculated based on local utility provider bills. An installed sub-meter measures
your water consumption. The rate your community is charged, per gallon, is calculated by dividing the
community water bill by the total sub-metered water measured in all apartments. ********** will then
multiply the usage of your unit by the per gallon rate to calculate your monthly charge.
** The following example does not reflect actual bill or rate amounts**

The total community water expense will be divided by the
total consumption for the community to find the per
gallon rate

$6,210 / 998,376 = $0.00622 per
gallon

The usage of your unit is multiplied by the per gallon rate
to calculate your monthly water charge

3,230 x $0.00622 = $20.09

***** ********* **** ****
Regional Property Manager
Cohen-Esrey Communities, LLC
Direct ************
Fax ************
Email ************************

8500 Shawnee Mission Parkway Suite 150 ~
Merriam, Kansas 66202
******************

Sewer Charges
Your sewer charges are calculated based on local utility provider bills. An installed sub-meter measures
your water consumption. The rate your community is charged, per gallon, is calculated by dividing the
community sewer bill by the total sub-metered water measured in all apartments. ********** will then
multiply the usage of your unit by the per gallon rate to calculate your monthly charge.
** The following example does not reflect actual bill or rate amounts**

The total community sewer expense will be divided by the
total consumption for the community to find the per
gallon rate

$5,247 / 998,376 = $0.00526 per
gallon

The usage of your unit is multiplied by the per gallon rate
to calculate your monthly sewer charge

3,230 x $0.00526 = $16.99

Beginning February 1, 2023, the property will begin using a RUBS billing system, which means that each
apartment will be billed based off of the square footage of the apartment home, and the number of
people that are residing in the home. We do not anticipate a substantial change in billing amounts due
to this change, but believe that it will be a benefit to our residents.
Please let me know if you have any additional questions regarding this matter.

Sincerely,

***** ********
Regional Manager

Cc: file

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