Business Profile

Property Management

5812 Investment Group LLC

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Complaints

This profile includes complaints for 5812 Investment Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

104 total complaints in the last 3 years.
21 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:01/30/2025
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.
We are renting a two bedroom townhouse at ******************* in ********* **. Since signing our lease I have made multiple complaints about smoke/animal feces/animal oder lingering through our apartment. The smoke pulls into the upstairs bedroom but initially is coming directly from the furnace closet. The property manager has been in my apartment multiple times and each time she says she smells nothing. She has apologized many times and has offered a few remedies to try to solve the issue but she always says that's the best we can do. I want a resolution and I want my apartment to not have neighbors second hand smoke being pulled through our ventilation system. It's a smoking property but I should have been warned prior to signing my lease that the venting is shared or not properly vented! We have had our ducts cleaned, they came and foamed a few areas where I could see into the lower part of the basement/neighbors underneath area. I have tried to block vents, I have restored to turning my heat off in the middle of winter with three children. I am on my last straw. I have asked to move apartments. They refuse to allow me to make any changes to my lease. My children and I have been sick with upper and lower respiratory infections, double ear infections since November 2024. We moved in August of 2024 and have been sick pretty much ever since. I am afraid it has to do with the smoke that lingers through our bedrooms / front bathroom and the entry way... the only area i do not hardly ever ******** is our living room! The furnace does not have proper housing..it is taped as a fix vs actually replacing the parts that are actually needed. I have called **** companies to get estimates so I can turn it into the office but have yet to find anyone that offers free estimates. I am not sure where to go from here. I have reached out to the corporate offices. I have waited for return phone call and have heard crickets! Help!
Business Response
Date: 02/05/2025
Dear Ms. ********************* unit does not share a ventilation system with another unit. The ducts go from your furnace,under your townhome (into the space between your townhome and the apartment below) and back up to blow out of your vents.

Our records indicate you first notified our office of smoke and animal odors on December *******. Maintenance entered your apartment as well as the apartment below that day to seal all gaps where odors might be passing between units. On January 14, 2025,we had Airduct Cleaning and ************* perform a professional duct cleaning.The technician advised our office that he was unable to smell any pet/smoke odor after the cleaning.

Our company does not prohibit indoor smoking, and our property staff have inspected surrounding units and found no excessive smoke or animal odor. Our company also does not allow unit transfers while a resident is mid lease, or transfer to an identical floorplan. We feel we have done everything we can to ensure there is no smoke or animal odor coming into your townhome. If you have any additional concerns,please contact the leasing office.

Thank you.

Respectfully submitted,
Customer Service Liaison
Customer Answer
Date: 02/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint. Although it doesn't resolve the issue in itself...I apperciate their effort and attempt to resolve the issues above.

Regards,

******* ********
Initial Complaint
Date:01/09/2025
Type:Sales and Advertising 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 10/20/24 I filled out an application for an apartment at **** at Bexley in Columbus Oh. I paid for the application fee and the holding fee in case I was approved so that the unit could be held until the deposit is paid and the lease is signed. On 10/25/24 I received an email congratulating me on the approval and that I now had 48 hours to pay an additional amount as a security deposit on the unit. The move in date on my application was January 4th 2025, with this deposit I was now placed on a waiting list. As the weeks passed I continued to reach out regarding the status of a unit because we were moving from one state to another and wanted to make sure we had a secure place, not to mention that I had to enroll my child in school and they needed a signed lease for that. On 11/11/24 I started an email chain with someone at the leasing office regarding a unit that may become available by the timeframe we requested. It was not the one we originally applied for but at this time we were needing something sure so we agreed on said unit. I was then asked to make another payment towards the security since this unit was an "upgraded" unit. Its now middle of December and we have not yet been given a lease nor a definite confirmation of when we can move in. Our move out date is fast approaching so at this point we decided to lease else where and immediately signed a lease and squared everything up with the other company. I then emailed **** at Bexley to cancel our transaction and refund our security. The times I have been able to reach someone the answer is a flat no. That I forfeited my deposit. I never even signed a lease! I know they keep some of the holding fee but not an entire $1500, especially when they were able to lease out the unit without any delay. I want my refund.
Business Response
Date: 01/13/2025
Dear Mr. ********************* records indicate you applied to the waitlist for a 2-bedroom townhome diamond style on 10/18/24, to move by the end of December 2024 or January 4, 2025. On the date your application was submitted a $99 processing fee, and $250 holding fee were processed. Your application was approved on 10/25/24 with a required holding fee equivalent to 1 months rent.On 11/12/24, we notified you that a 2-bedroom townhome diamond style was available for move in on or before January 4, 2025, and that your address would be *********************************************************************************************. On 12/6/24 we confirmed that the unit was in the make ready process. On 12/16/24 you cancelled your application resulting in the forfeiture of any monies paid for failing to take possession of the apartment.

The Online Leasing Pre-Screening Agreement that you signed states All approved applicants forfeit all monies paid if they fail to take possession of the apartment for any reason. So, no refund will be given.

Respectfully submitted,
Customer Service Liaison
Initial Complaint
Date:11/26/2024
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 have had issues upon move-in with my walk through where I let my leasing agent and maintenance know of mold throughout the apartment as well as multiple other maintenance issues. My back sliding door only has a bar to lock it and no actual lock, I have been told an electrician needs to come out for multiple electrical boxes not mounted correctly, and no one has been out to complete this. I have talked to management multiple times through email and phone, and a lot of my email communications have been ignored, or management dodges questions. The office assistant manager also stated that the issues were probably from my lack of cleaning (saying it is my fault) for issues that have been there since my move in date. A walkthrough was supposed to be scheduled with leasing manager and maintenance manager, but was cancelled and has taken over a month to reschedule. The office staff refuses to get me in contact with a manage who is over the one I have been talking to, and there is no way to contact corporate. I feel unsafe, especially now after continuous complaints not being resolved, and am worried that this could be taken out on me if I can not find another place to live in time my lease is up.
Business Response
Date: 12/05/2024
Dear Ms. *************** Wednesday November 27th an inspection of your home was completed. On November 5th your tub was serviced and has been determined to be in good condition and no further work is needed. A new dishwasher has been installed. Additional concerns were raised at the inspection and were dealt with on the same day.

There is a service request placed to add a pin lock or replace the handle on your door if the lock is not able to be fixed.

We hope these repairs resolve the issues you are having. If you have any additional concerns,please contact the leasing office.

Thank you.

Respectfully submitted,
Customer Service Liaison
Initial Complaint
Date:11/20/2024
Type:Sales and Advertising 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.
Ive moved in March of 2023, the staff was very nice in the beginning and when applying. Had issues with our home from the time we moved in up until now which is still ongoing. Ive went without glass for in our bedroom from Nov of 2023 up til March of 2024 if not later than that. Couldnt use my shower from March 2023 up until October of 2023. *** had multiple work orders in and still now. Some lady came by from the rental office for a plumbing inspection took notes from what I said, still no one showed. Been making work orders since last year for the garbage disposal and the bathroom downstairs smells like a bad sewage and garbage disposal coming up in the bathroom downstairs. Fan in the upstairs bathroom still does not work or hasnt been fixed. Mold is growing around the tub and in the upstairs toilet. Not to mention have a sickly child with asthma whos been hospitalized numerous of times because of the mold from showering or taking a bath. Recently my glass from the stove fell out of place and hit my leg when opened left a big knot on my left lower leg now its bruised up pretty bad. Had the stove replaced with a mediocre older model which was not the model we had. Used my timer for my stove when I prep dinner, I work from home so the timer helps me out so I dont forget its food on the stove. Made the office aware of it, ***** was very rude about it after explaining to him that this was not the model of the stove I had and the features on the last stove were used due to me being a work from home mother. He said to go buy my own, it wont be deducted from rent but maintenance can put it in. Didnt see the issue when its not the correct stove from the jump. This has been one of the most horrible renting experiences from a rental company and the list goes on, its just out of number characters remaining.
Business Response
Date: 11/22/2024
Dear Ms. ****************** records indicate that on 11/18/24 a new range was installed. It was a brand new fully functioning appliance that our maintenance had in stock. An option to buy your appliance was suggested if you wanted to get a range with features that ours do not have.

We show the bedroom window was replaced on 5/14/2024. The bathroom fan was replaced on 5/31/2024. The dishwasher and disposal were serviced and unclogged on 8/20/2024.

The only service request for the shower during the period you listed was for a broken shower k*** on 9/25/2023, which was replaced on the same day.

We are scheduling a check in on the dishwasher and disposal to confirm there are no current backup issues and sewage smell. Also, we have entered a service request for new caulking around the tub and toilet in the upstairs bathroom.

Thank you.

Respectfully submitted,
Customer Service Liaison
Customer Answer
Date: 11/26/2024
The upstairs bathroom fan is not fixed nor working and the stove that was just replaced has a problem, the bottom of the oven is burnt and sunken in when turned on and we cant use the oven, which is such a inconvenience with Thanksgiving this week, you turn it on, it ***** and smells like its burning, now has a big black burned **** in the middle of it also the oven does not have a light, the stove was a downgraded appliance in this apartment so it is a issue because this is not the stove we had when moved in. Its a completely different model when the model I had had oven glass, oven light & the same features I KEEP ASKING FOR. If **** wouldnt lied about coming to take a look at the stove, the stove I had couldve been fixed and adjusted, I work upstairs in my bedroom and NEED THE OVEN TIMER SO I CAN HEAR WHEN FOOD IS DONE, just like you guys want rent money within the first 1 or 2 days, I would like this apartment to be fixed PROPERLY & pest control still hasnt been out after even sending a work order for spiders and silverfish. STILL THE SAME ISSUE with the dishwasher, IT STINKS WHEN YOU USE IT BECAUSE NOBODY HAS YET CAME TO LOOK AT THE SEEAGE SYSTEM, garbage disposal still comes up in the bathroom sink and your telling a lie about the shower and shower k*** when I have proof and multiple work orders in for it and Ikran was lying about putting them in UNTIL **** reached out because he seen HOW MANY WORK ORDERS we had opened and NO ISSUE WAS FIXED.
Customer Answer
Date: 11/26/2024
Heres my proof that the fan upstairs was never fixed, heres proof of a recent work order 11/4/2024 and also heres proof of how the maintenance man leave your shower/tub looking when they are done working on it. Again, I will like the issues FIXED. The downstairs bathroom sink, the upstairs bathroom, nobody from plumbing came 11/13-11/15 unless its was the lady from the rental office that you guys consider plumbers. Glass was broken 12/2024 went through the winter didnt get fixed until the end of Spring. I also do have more emails and work orders, if you would need anymore proof!
Customer Answer
Date: 11/26/2024
Heres my proof that the fan upstairs was never fixed, heres proof of a recent work order 11/4/2024 and also heres proof of how the maintenance man leave your shower/tub looking when they are done working on it. Again, I will like the issues FIXED. The downstairs bathroom sink, the upstairs bathroom, nobody from plumbing came 11/13-11/15 unless its was the lady from the rental office that you guys consider plumbers. Glass was broken 12/2024 went through the winter didnt get fixed until the end of Spring. I also do have more emails and work orders, if you would need anymore proof!
Customer Answer
Date: 11/26/2024
Anyone from Live5812 can come by anytime and see these issues, not sure what information is coming from the office or maintenance but its not very much credible. I can send more photos in if you would like and nothing was fixed to the shower 9/23/2023 I made continuous work orders for that plus more after and I have photos of that as well. Shower k*** still has a whole above it and still havent came to caulk anything. I have an asthmatic child who is allergic to MOLD & has had a lot of asthma flare **** This is straight up a mess and you guys are getting the information wrong when I live in here and see whats happens, I work from home nobody knocks on the door to fix anything, just get the issues fixed please, thats all. I cant upload the screenshots to here for some reason, but I do have them if you need them, thanks!
Business Response
Date: 12/03/2024
Dear Ms. ***************** Monday December 2nd our property manager and two maintenance employees met with you to go through the concerning areas throughout your home. As discussed with you at this meeting, several service requests have been made to resolve the issues they found.

After your conversation with our team, you understand we will not be replacing the new stove. However,you do have the option to purchase your own to use.

We will do our best to resolve your issues in a timely manner. If you have any additional concerns, please contact the leasing office.

Thank you.

Respectfully submitted,
Customer Service Liaison
Initial Complaint
Date:11/19/2024
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.
I received notice that I would be having a holding fee returned to me by email. I responded to the email with the address the check should be mailed to. 3 weeks later I followed up because I had received no response only to find out she never opened my email and sent the check to a different address. (One that has never been my mailing address and was not listed as that on my application). I was put on hold and eventually hung up when you one came back. After calling back in a few times I received an email saying the check was mailed and I should just wait for it. At the time I explained yet again that driving to a city I no longer live in and waiting at a home with no mailbox for mail to be delivered was not a plausible remedy to the situation.I then received a few follow up communications from another woman with the company with the last being an email saying they had my check in office to come pick it up. I did so and subsequently this meeting just ended with the agent laughing in my face after giving me several lies regarding the check. (First it was there, then it was voided then it was they dont have it at all and she doesnt know why I was told to come pick it up).
Business Response
Date: 11/25/2024
Dear Ms. ******************** records indicate that on 10-2-2024 your application was denied, and your account had been closed. At this time our leasing consultants tried to get in touch with you about a forwarding address and were unable to reach you. Therefore, your refund was processed, and the payment was mailed to the address matching the current address you listed on the application.

On 11-3-2024 we did receive your message stating you had not received your refund, and you provided a new address. We confirmed the original check was not cashed and worked to reissue the payment. However, the ** Box address needed to be confirmed. Another week had gone by with no clear destination as to where to send the check. In an effort to expedite this process we let you know the refund would be mailed to our leasing center for pick up. On 11-18-2024 we notified you the check had arrived and on 11-19-2024 the check was picked up.Therefore, this issue has been resolved.

Thank you.

Respectfully submitted,
Customer Service Liaison
Initial Complaint
Date:10/10/2024
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.
I applied for an apartment and ***** called me and told me I was approved and my credit score was good enough to get one of the newly remodeled apartments. Then she said she was going to have to deny the application because the deposit wasnt paid. I told her I made a mistake and locked my card after too many attempts in trying to put it in the application. She told me I could bring her the money before 5 pm she would accept it; It was 4:30 at the time. The next morning I called and she said my application was denied, after stating it was approved. She said it was denied for insufficient income and that she had talked to the director from the job I was due to start. What she didnt know is that I worked for this company for 2 years before I had gotten sick and had asked to come back. I also called and talked to the person in HR and they stated the director would not talk to any apartment complex and give them any information. They would have to complete an employment verification in which they did not do. She said the lady ***** was lying.I am unsure as ti why they denied me because I had enough income. I had called the week before and gave the person on the phone (did not give my name) my income and she said I would qualify based on my income.I am a Veteran and on a partially fixed income. I just recently had 2 major surgeries and still trying to bounce back in the workforce from that. I do not have $349 to just give away. Im seeing that a lot of apartments are doing this just taking peoples money and denying them for ridiculous reasons and taking their money. I need my $349 back which was suppose to be refundable. I have also sent an email to Franklin County representative ****** ******** and representative ******* ***** to look into these practices.I have served my country for over 10 years and to get taken advantage of like this is just unacceptable.Please return my money so that I can put it towards another apartment as I do not have money to throw away.
Business Response
Date: 10/18/2024
Dear Mr. ******************* applied on October 3, 2024, and your application was reviewed and denied on October 8, 2024. During the application process we found that you provided inaccurate income information and thus did not qualify after the verification of your documents were completed.

Per the Application Authorization, Section 3, states, "If the applicant fails to submit, or if any third party fails to provide, any of the required information to 5812 Investment Group LLC necessary to process the applicants application within four days of submitting the application, or if the applicant falsifies the information on their application, the $250.00 Holding Fee will be non-refundable and the applicants application will be cancelled.

As a result of the information, you provided to us during this process your application was denied. Therefore, we will not be issuing any type of refund.

Thank you.

Respectfully submitted,
Customer Service Liaison
Initial Complaint
Date:08/23/2024
Type:Sales and Advertising 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 had filled out an apartment application with this company I had paid $99 for the application fee and 250 towards the deposit because that’s what they require. I would call every couple days to get a status for my application, but they don’t really ever answer. So finally, I had went up there to ask and see what was going on just for them to tell me that I was denied because I still owed $95 in fees that I had no idea about. They never emailed me or attempted to call me. So I had asked them if I paid the $95 I could get the 250 towards the deposit back and I was told yes by two people so I went and got an money order for $95 I dropped it off the same day and had asked for my application, not to be open back up because there was no communication or anything on their part and nothing but run around run around. I think called today cause it’s been a month. Still haven’t received an email or a phone call about the 250 for the deposit that I’m supposed to be getting back and they had told me that it’s nonrefundable but that’s not what they had told me when I had to pay the $95 and to also mention that before I paid the $95 I had asked them if I paid that and they reopened it if I wanted if we were going to be able to move in and then they had told me that the apartment that we applied for wouldn’t even be ready until the end of August, but on their website, it said it was available. And I just feel like they’re taking my money and taking advantage of me also, when I had first applied for the apartment and called to check on my status, they told me that they couldn’t find me in the system, which didn’t make any sense because they had already took the 350 out of my bank account. I would just like my money back I was not pleased with their service or how they handle things.
Business Response
Date: 08/27/2024
Dear Ms. *********:

We will be sending a refund check this week in the amount of $250 to your address on file.

Thanks!

Respectfully submitted,
Customer Service Liaison
Initial Complaint
Date:08/09/2024
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.
This company is doing nothing but taking peoples money, wasting their time, and playing with their emotions. The lies, deceit, games being played, nothing being done in the background until we call 4x and bug the h*** out of them to get any answers or resolutions. They dont tell you they will charge the h*** out of your credit card but only return the money by mail after waiting to put in the refund request for 3 weeks. They are holding our money and every time we call we get a different answer! I demand my deposit back AND pain and suffering for having us stranded homeless in a new city. I WILL seek legal action if nothing is resolved by 8/16.
Business Response
Date: 08/19/2024
Dear ******************:

According to our records, your application was denied due to income qualifications. We issued a check on 8/1/24 in the amount of $250. This check was sent to the following address:

*************************************************
******, *******;45424

Respectfully submitted,
Customer Service Liaison
Customer Answer
Date: 08/19/2024
******************************* <*****************************>
Thu, Aug 15, 3:54 PM (4 days ago)
to disputeresolution

Adding this attachment to my complaint file.
She advised me the check was cleared on Monday and we should be getting it soon just to turn around today and say this. Make this all make sense???
Business Response
Date: 08/23/2024
Dear ******************:

We reached out to you to have your $250 refund check reissued to the leasing office. You let us know that you do not want it to be reissued, and that you want it sent to the below address. This is where it has been sent.

*************************************************
******, *******;45424

Respectfully submitted,
Customer Service Liaison
Customer Answer
Date: 08/23/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22117421

I am rejecting this response because: This is all a lie. Nobody told me the deposit refund would be a paper check. Nobody asked me where it should be sent. THEY made the decision to send that paper check to an address I am no longer located at. Then when I told them I was no longer there they said they would reissue the check but would charge ME $15 for the reissued check. Documentation and proof had been submitted to the BBB. So you can lie all yall want to!

Regards,

*******************************
Business Response
Date: 08/27/2024
Dear ******************:

You have informed our management team at ***************** that the check has been received at the address we had on file and you have cashed the check.

Respectfully submitted,
Customer Service Liaison

Initial Complaint

Date:07/29/2024

Type:Service or Repair Issues

Status:

Answered

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.

Tenants of this particular complex have reported multiple times about vehicles being broken into, but the complex has sent out zero notices notifying tenants of this. My car has been stolen twice within 2 months and my neighbor has had his car broken into and stolen from. I've made them aware of this on both occasions and I'm sure my neighbor has as well. There is absolutely no security measures and the parking lot lighting is very inadequate.

Customer Answer

Date: 08/05/2024

Complaint Type:

Billing or Collection Issues

select

Problem:

My landlord has it written into our leases (sees attached image) that we have multiple forms of payment we can use to pay our rent. Today I got an email saying that they will no longer accept any other form of payment except electronic payment from the website (which costs us almost $30 to use every month along with a $3 charge every time we access our bill). Also where it says that I can pay by money order from a "participating location" is also unacceptable, because every location that offers money orders should be an acceptable location. This is a complete and utter slap in every tenant's face because now we're being charged more than thirty dollars every month to simply pay our rent, and they've been doing these shady tactics long before I moved in. This company (5812 investment group) needs investigated.

Desired Resolution / Outcome

Desired Resolution:

Billing Adjustment

Business Response

Date: 08/05/2024

Customer Service
4:06 PM (3 minutes ago)
to me

Thank you for your inquiry.

We will research your concern(s) and respond within 2 business days.

5812 Investment Group

Business Response

Date: 08/05/2024

Dear **************:

We respect your concerns regarding recent events in the community and appreciate you sharing these concerns with our onsite team. We take our residents' concerns seriously and have practices in place with the intent of positively contributing to the peaceful enjoyment of the community, for all community members. Please note the following information contained in your lease regarding your mention of our obligation to provide security measures.

"The Tenant acknowledges that any security measures provided by the Landlord shall not be treated by the Tenant as a guarantee against crime or a reduction in the risk of crime. The Landlord shall not be liable to the Tenant, the Tenant's guests, or occupants for injury, damage, or loss to person or property caused by criminal conduct of other persons, including theft, burglary, assault, vandalism, or other crimes.The Landlord shall not be liable to the Tenant, guest or occupant for personal injury or damage or loss of personal property from fire, flood, water leaks,rain, hail, ice, snow, smoke, lightning, wind, explosions, and interruption of utilities unless caused by the Landlord's negligence. The Landlord has no duty to remove ice, sleet, or snow; but the Landlord may do so in whole or in part, with or without notice. If the Landlord's employees are requested to render services not contemplated in the Lease, the Tenant shall hold the Landlord harmless from all liability for same."

With crime rates high throughout the entire city of ******** and surrounding areas, it is disheartening to see fellow citizens being taken advantage of by those who are responsible for these crimes. For the past 15 years, we have paid for ************ services for our community which are conducted three to four times a week, 3-4 hours per shift, by the *************** Department. Additionally, our onsite team conducts a property wide light check, verifying any exterior lighting that is not actively working, and enters electronic requests with AEP to have these repaired. For lights that belong to the community, we have these addressed by our onsite team members and/or our electric contractor, if necessary.

Please continue to keep us advised of any concerns you have, and always keep the *************** Department notified as well. If necessary, they may increase regular patrol services in our neighborhoods and surrounding areas, based on their criteria used to make these determinations throughout the entire city.

Respectfully submitted,
Customer Service Liaison

Initial Complaint
Date:07/26/2024
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.
On 06/13/2024 I was approved for an apartment at the ******* ** **** ********. I was scheduled to move in on 7/10 but due to the conditions of the unit repairs and upgrades had to be made, so my move in date changed to 7/26/2024. I went to view the unit and completed the necessary paperwork on this day. Once in the unit right away I saw bugs roaches specifically; and the leasing agent also saw it as well. After viewing the apartment I and noticing the upgrades were not there the unit smelled, the refrigerator, stove and dishwasher was all from the 1980’s. The refrigerator smelled and had rust on the inside and outside. The dishwasher was dirty on the inside and outside. The stove was clean but dated. The paint on the walls was substandard. Such as excess paint on the trim, railings and wood. The were patch work done on the walls and was painted over without finishing the sanding. I expressed my dissatisfaction of the unit to ****** **** (rental agent) She stated that my deposit could not be refunded just because I was not satisfied with the unit. We when back to the rental office were another person came out who I again voiced concerns dissatisfaction. She agreed to give me my refund and asked me for my forwarding address which I gave her. We again went back over to the unit so that she could see if she saw any bugs. After returning to the rental office she went in and spoke to whom she said was the president and after some time he denied my refund of my security deposit because I not being happy with the unit was not sufficient reasoning. The sent me the document to cancel my application however I have not signed if because it clearly states the deposit would be forfeited if I did so. I am formally requesting assistance with getting my deposit refund as soon as possible.. Thank you
Business Response
Date: 07/31/2024
Dear Ms. ******:

According to our records, you looked at the apartment in question with our Resident Manager initially and was not satisfied with the unit because of the age of appliances, cosmetic appearance and supposedly seeing bugs. You then went back with our Assistant Community Director to inspect for bugs and found nothing.

At this time, you were informed that the unit was ready for move-in and the holding fee was non-refundable. However, you chose to walk away and understood that the money would not be refunded.

Thank you.

Respectfully submitted,
Customer Service Liaison
Customer Answer
Date: 08/28/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
After being approved for the apartment I was given the address at 1098 Fountain Ln #C. I requested a 1260sqft apartment with upgraded amenities.
What they presented to me on 7/26/2024 was nothing that I asked for nor agreed to. Management knew this was not what I wanted before showing me the unit. They did a bate and switch. Charging me for an upgraded apartment but presenting me with less than reasonable accommodation.
*** ******* ** **** ******** lied about the size of the apartment and the amenities from the onset.
I trusted management to uphold their end of our agreement. Although I wasn’t aware of the deception and duplicitous practices I trusted that they would honor the agreement as they expected me to.
I was sent to documents that I forwarded to you and was asked to sign and return them. I did not sign nor did I return it to *** ******* ** **** ********.
I respect your opinion and position however; I will further this matter with the ******** County Courts.
Regards,

Geraldine ******
Business Response
Date: 08/28/2024
Dear Ms. ******:

To reiterate, you applied for an apartment, which is 1,265 square feet, and when applying it stated it had luxury vinyl plank flooring and upgraded fixtures as the only upgrades. We never misrepresented the fact it did not have new appliances, etc.

Respectfully submitted,
Customer Service Liaison

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