Complaints

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

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  The NRP Group LLC

  1228 Euclid Ave Fl 4 Cleveland, OH 44115-1834

• 

  The NRP Group LLC

  5115 Broadway Avenue Newburgh Heights, OH 44127

• 

  The NRP Group LLC

  2000 Denison Avenue Cleveland, OH 44109

• 

  The NRP Group LLC

  2605 N. Bend Road Ashtabula, OH 44004

• 

  The NRP Group LLC

  5309 Transportation Blvd Cleveland, OH 44125-5333

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:02/24/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply disappointed with my experience at Lumen Apartments due to the lack of transparency surrounding additional charges applied to my final account balance. The charges only appeared after I requested an itemized invoice — a concerning detail, as the original invoice used to close out my account did not reflect these fees. The original document combined both paint and repair costs into a single total of $222.60. However, the newly provided itemized report now separates the repair costs, listing them as $150 for Sheetrock repair, while the combined total for paint and repairs remains at $222.60. This inconsistency raises serious questions about the legitimacy of the additional charges. What’s even more troubling is that the regional manager herself confirmed the necessary repairs only required tape and mud — a minor fix — yet I am still being charged $150 for Sheetrock repair. This fee appears to be a flat rate rather than a reflection of the actual work performed. During a phone conversation with the assistant property manager, she admitted the $150 charge wasn’t initially added because she knew “that’s what we [Lumen Apartments] charge,” further suggesting this is a standardized fee, not tied to the specific repairs needed. The itemized invoice was generated just one day after I requested it, which adds to my doubts about the accuracy and timing of these charges. Moreover, the current management team has failed to honor prior agreements made with the original team, who assured me I would not face penalties for mounting items, provided the space was left clean and livable — which it was. I’m frustrated by the lack of clarity and the sudden appearance of fees that contradict both the original estimate and previous assurances. I hope Lumen Apartments will address these discrepancies and work towards a fair resolution.

• Initial Complaint

  Date:02/20/2025

  Type:Facilities Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a massive roach infestation for 3 years from a prior neighbor that vacated their unit and the roaches migrated to my unit…. After continual treatment and communication with ***** ********* Management , Field Managers, and contacting NRP directly , we finally came to an agreement to resolve the issue, That was to move with the agreement that agreement was : if I found a new residence within a week….. yeah a week…. That NRP would help with relocation costs… well I spent every dime I have on application fees and gas money, etc, and all my energy and much stress to find a new home within 4 days. Now that I am ready to move and after they have vowed to help with these relocation costs , NRP will not answer or return my calls, or emails and they have blocked me from emailing them. Now I am packed up to move, moving company scheduled, ready to sign lease to my new home they told me to go out to find, and ready to pay to secure deposit and first months rent, now NRP are not responding to me….. what am I suppose to do the new apartment manager cannot continue to hold my unit and waiting for payment.You cannot just block your customers when they are trying to resolve an issue that you agreed to make with me..

• Initial Complaint

  Date:01/05/2025

  Type:Facilities 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.

  During a cold wave in the city of Cleveland, the temperature outside was below 30 degrees Fahrenheit and the apartment I was living in had significant difficulties maintaining heat at 70 degrees Fahrenheit. The temperature of the apartment was typically around 61 degrees Fahrenheit. The property was first made aware of the problem on January 3rd and the issue remains unfixed as of January 5

• Initial Complaint

  Date:12/11/2024

  Type:Billing 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.

  Dear Better Business Bureau, I am filing a formal complaint against THE ****** AT ****** RIDGE APT for engaging in deceptive business practices that have resulted in a claimed debt of $47,139 being wrongfully assigned to me

• Initial Complaint

  Date:12/10/2024

  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.

  Main bedroom window is still shattered from the apartment shooting that did not involve me. This is becoming even more of a problem for me because it's affecting my standard living conditions! The outside weather is cold and my home is uncomfortably cold as well! Mind you, the shooting happened the Monday or Tuesday before thanksgiving, i thought the window would have been replaced by now. Today is December 10, 2024 and the window is still shattered. The glass from the window is still falling inside of my home! I’m using a lot of energy trying to keep my home warm enough for my children! I’ve put in maintenance requests, I’ve stopped by the front office, still nothing! The shattered window is not only a health concern, but also a safety hazard!

• Initial Complaint

  Date:09/09/2024

  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.

  On Sunday night (9/1) at 11:30pm, while my partner (********) and I were in Columbus, OH with family, we were informed that our apartment had flooded due to a water leak in the apartment above us, ****. We were made aware of this by our friend who lives in Unit ****, who was experiencing flooding into her apartment as a consequence of ****'s leak and wanted us to be aware of the issue. We rent in unit ****. We later learned that the flooding had been going on for several hours by the point that we were made aware of the issue from our friend, and that maintenance had already entered our apartment to address the issue. At no point in the afternoon or evening of September 1st did we ever get a call from the Artisan/NRP group personnel to alert us to the issue. In fact, we had to call the front desk at 11:30pm and speak to a contracted security guard to get ANY information regarding the incident in our apartment. Because we found out about the incident after the fact from a neighbor and not from Artisan personnel immediately when the incident occurred, we had to drive up from Columbus well after midnight to come and assess the damages. The fact that NOBODY CALLED US DURING THE INCIDENT is unacceptable. Not only would that call have saved us from a dangerous midnight drive, it could have also allowed us to salvage more of our belongings. In addition, it could have allowed us to COORDINATE with maintenance such that they could take real-time photos of the flooding for us to provide to our insurance. This should be STANDARD PROTOCOL FOR ANY RESIDENCE BUILDING, instead, we are now too late to save some of our items and underprepared to begin the claims process. In the aftermath, no certified home inspector has come to the property to assess the safety of the unit despite 3 requests. Consequently, on Sunday 9/8, an outlet in the hardwood floor exposed to water started smoking and sparking. We called emergency maintenance and for another inspection, neither has occurred.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an unit at Serenza Ocoee and after a few days, I received one email saying if I don't sign the contract immediately, my application would be cancelled. I explained to Ms. Molly ******** that we still don't have an answer, because my company could be transferring me to another city. She said me she will cancel the application because she can't hold the unit anymore, and I said, ok, I understand you. Off course if she canceled the application by herself, I am expecting to have my full application money back, even because the exact unit that I applied for is still there vacant until today. (pic. att. with today's date) This way I want my full $450.00 dollars paid for the application refund.

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Jenn if there was a minimum credit score, she told me they don't go based on credit score but SafeRent score. I paid money to be denied for my credit score, this is an unethical and deceptive business practice.

• Initial Complaint

  Date:08/23/2024

  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.

  Subject: Urgent Attention Required for Mold and Water Damage Caused by Hurricane Beryl I hope this letter finds you well. I am writing to bring to your immediate attention the severe damage my apartment at ***** ***** **** *** ***** ****** ** ***** * *** ********* ** ******* **** sustained due to the impact of Hurricane Beryl, on July 9, 2024, which recently affected Texas. The storm has caused significant water intrusion, leading to mold development throughout the apartment. Since Hurricane Beryl, I have noticed the following issues: Mold Growth: Visible mold Water Damage: There are signs of water damage on the walls, carpet, bed, personal property, and ceiling, with persistent dampness exacerbating the mold problem. Uninhabitable Conditions: The current state of the apartment is making it increasingly difficult to live here safely. The presence of mold has created an unhealthy environment, and I am concerned for my well-being and the well-being of anyone who enters the premises. I have tried to communicate with the property manager, Mrs. Sandra *********, on several occasions but it seems as though she is too busy and has sent an assistant Cristian ******. Due to the severe mold and foul odor, I had to stay with my son for a week. Upon my return, there was still a foul odor within the apartment, and to be honest, I don’t believe a professional handled this matter, due to the scent of mold, all they did was paint over the mold. I feel as though I am being exploited due to my senior status, (age), I am being pursued, which is called elder abuse. Elder abuse is defined as a single or repeated act, or lack of appropriate action, occurring within any relationship where there is an expectation of trust, which causes harm or distress to an older person. I request that you take immediate action to address these issues. This includes, but is not limited to: Thank you for your prompt attention to this matter. I look forward to your swift response and resolution.

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with apartment management after they told me they would remove a late fee that was never supposed to be on there from march was informed by voicemail on 4/9 this would be removed has yet to be done that have every month now added a late fee the one who left the VM acts like she never left the VM stating this was being resolved called corporate recorded VM left no response the forwarded everything over to the complex they call leave a VM I called recording the call back leave a VM and get no call back have reached out on several occasions with zero resolutions and we are now in the month of August. The late fee from march along with all new late fees need to be removed as it was a billing issue from the start Camilla or whatever her name was assured me to come back followed up with her manager as I was standing in the office that no late fees would be applied in march since I had to come back the next day as she was new and it had to be explained was left a VM 4/9 which I have stating sorry it had not been corrected yet and still has yet to be corrected. Can’t get a call back and or nobody came provide emails or corporate information. They actually refused to give corporate information which I have the email threads where I asked on 4-5 different occasions.