Complaints

• Initial Complaint

  02/08/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im not liable for this debt with CTL management , I do not have a contract with CTL management , they did not provide me with the original contract as requested.

  Business response

  02/10/2025

  To Whom It May Concern:

   

  ***** *********** applied for a unit at out *********************************** in 2017 (306-00-1821).  Her application fee payment was returned and as a result, the application and bank fees are due. 

  ***** again applied at the *********************************** in 2024, and again, the application payment was not honored, resulting in the both the application fee and the bank fee being due. 

   

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of credit filing at the **** village apartments in ******** ****** *** Oct. 14, 2019 Inquired with possible roommate on a apartment, roommate was denied because he had a eviction on his recorded so I decided not to proceed with moving out from my mom's place at apt 38. Every month since 2019 I been given a late payment even through the price never raised nor I never proceeded to use them, they have caused me great harm on my credit and haven't picked up any of my calls over the years, I had hoped it just drop off but they keep refreshing it. My mother was ****** ***** I stayed under her apartment with my youngest brother *****. I demand my credit be cleared of this injustice.

  Business response

  12/30/2024

  To Whom It May Concern ;

   

  I believe there to be some confusion on Mr. ******* part as to the origin of this debt.

  Mr. ***** did apply for a separate unit.  The application was cancelled and no charges were incurred. 

  Mr. ***** ***** resided with ****** ***** in unit # ** with a move-out date of October 14, 2019.   In his complaint, he referred to this as his "mom's place" - however, he was of legal age and on the Residential Rental Agreement as a joint and several tenant.   His is financially obligated for this debt, regardless of whether or not his roommate was his mom.

  We would have explained this to him and provided him with information, unfortunately Mr. ***** has not contacted us, instead choosing to file a H3631373932**31**31H complaint and leave a negative ****** review.

  This is a valid account and has been due, interest free, since October 2019. 

  Customer response

  12/30/2024

   
  Complaint: 22744578
  
  I am rejecting this response because:
  I was never informed or explained of this before and never received notice, I moved with my family to **** village with my mom. And most importantly I never even knew I had any debts. And I have attempted to contact **** village and CTL many times over the years.

  But if given a opportunity to amend this im willing to do so if properly communicated. Until then i will not accept this response
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is a landlord tenant dispute. I had a lease and took video of the apartment prior to move in. Detailed notes on move in sheet. Their claim is "deep cleaning" and total replacement of the carpet due to pet damage. My dog was confined to one room and I have video of move out as well as pics. I was not given the option prior to move out to inspect and repair. I also was not given receipts for the carpet and why the whole unit was replaced. I paid the balance due and will pursue in small claims if needed. I called and spoke to a woman named ****** and she was very rude and abrupt and hung up on me and said send a letter. So, I paid the balance due online and will recover. I feel like I have been taken advantage of to refurbish their unit with new carpet.

  Business response

  11/14/2024

  Please see the attached letter which has been sent to Mr. **************** has refused to submit a written dispute, even though has been given instructions on how to do so multiple times.

  He talks over our staff, calls multiple in a day and refuses to acknowledge that he has received return calls.   Further, his messages often contain threats, alluding to and semi-quoting state law.   There is no way to constructively respond to these messages in a verbal manner. 

  Verbal disputes are not taken as they do not document the exact scope of the concern(s), tend to escalate and do not give our staff an opportunity to seek clarification and documentation from our property staff.

  We will gladly complete a thorough investigation into his concerns, once we receive a specific, written dispute.  He has been provided with a fax number and a mailing address to do so. 

   

  Customer response

  11/14/2024

   
  Complaint: 22550730
  
  I am rejecting this response because:
  I have dealt with unruly behavior and lack of communication as you can see in their unprofessional response. I simply called for a return call and was hung up on so I tried to call back. I have a written letter going out in today's mail with a demand letter enclosed. So, the written letter they request is on its way. I have in no way threatened anything. I have been talked to like a child and hung up on as a consumer. That is not acceptable. 
  Sincerely,
  
  **** ******

  Business response

  11/26/2024

  We have received Mr. ******* written dispute.   

  His frustration with his charges does not allow him to raise his voice and talk over our staff.  He kept repeating that his parents owned rental properties and that he "knew the law and we'd better be careful".   He was told multiple times that we cannot take a verbal dispute and he continued to be aggressive to the point that the call had to be ended and continued calling and leaving messages after that point. 

  His complaint will be considered and addressed in writing in a timely manner.  As this is a Holiday week, his response may not be mailed until the week of the December 2nd.

  Customer response

  11/26/2024

   
  Complaint: 22550730
  
  I am rejecting this response because:

  The process according to California laws has not been followed. The accusations that I was talking over or aggressive are completely false. I had no records as required by law on move out. I needed those records to send a timely written complaint. I called 4 times and received one call back and on a 30 day timeframe to reply. I finally got in contact with ****** and she was rude and would not let me get to my point and hung up and before hanging up stated send in writing. That just is not a professional response and hopefully their phone calls are recorded and can be listened to by a supervisor. I will call and find out who her supervisor is and see if this history can be listened to. I was simply trying to get her as much information as possible so when I sent a letter and was talked down to and that's not appropriate. As you can see in the business response they are very aggressive in their writing. I did state laws and I did state my parents own properties. It's facts and I do believe I was taken advantage of and the process was not followed and depending on their decision I'm fully prepared to go to small claims court to let an independent party decide as I have already made full payment in good faith. Thanks so much **** ******. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rental property has dated windows with metal frames. I have complied with all recommendations to combat mold growth such as "Damp Out", Humidifiers and cleaners, none of which, combined or separate, are sufficient as the frames sweat heavily. I have on several occasions asked for them to replace the windows, they have denied all structural refurbishments. I winterized with film on the outside of my unit as I have service animals that will render the film useless if installed inside. I have asked for accommodations so that I could place this film on the out side and they denied that, stating "it is aesthetically displeasing" Mold can cause long term ***** problems for me and my family and a clause in the lease contract puts all mold management on tenants but they are not willing to take this health issue seriously when accommodations are needed. Many neighbors I have spoken to also have had similar conversations about the mold and they have dismissed everyone who has concern.

  Business response

  10/31/2024

  Our Residential Rental Agreement does not allow tenants to hang objects outside of any window, ledge,balcony patio or porch.  The request by the resident was to affix plastic on the exterior windows of the building as a course of action to prevent moisture;however, this method would block proper ventilation and prevent air circulation from the interior of the apartment home which could result in increasing moisture in the home.  Additionally, the resident has signed a Moisture Prevention Addendum to the Residential Rental Agreement that assists in preventing moisture growth in the apartment.  It is expected of the resident to utilize the methods disclosed in the addendum on a regular basis in an effort to be proactive against any moisture build-up in their unit. Lastly, on an annual basis, the Property Manager issues a Moisture Prevention letter to all tenants as a reminder in how to effectively prevent moisture in the apartments.  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My downstairs neighbors have violated their lease the past 3 years and management will not do anything about. According to the law CTL Managment is in breach of contract for providing quite enjoyment since the piece of my environment has been compromised by disturbances by APT 145. The only outcome I get is a call to the tenants and thats not enough anymore. The landlord has a responsibility to make sure every tenant has peaceful enjoyment of property. Which I do not have anymore and my kids are miserable. I am now taking steps and will not pay rent for the noise disturbances that are excessive. Furthermore, our property is a smoke free property to due Rancho Cordova city ordinance and Zinfandel not being able to find an approved location within 30 feet of buildings including garages. Yet my down stairs neighbor smokes weed and it comes into my house. As the parent of my three kids I get to decide what they are exposed to and I do not want them exposed to weed smells.

  Business response

  08/07/2024

  Hello,
  
  In the past year and a half, we have received your complaints of loud music/noise and smoke smell coming from your downstairs neighbor, but we have not found any substantiating evidence to allow us to take further legal action. On 1/30/2023 you came into the office and complained that the downstairs neighbor was yelling in the parking lot at 4:30am, but you asked the property manager to not address the complaint with your neighbor and to document it for our records. On 8/18/2023, you emailed the property that your downstairs neighbor was using a punching bag. Our office staff called your neighbor, and the bag was removed that day. On 3/7/2024 you reported to the office that your neighbor was playing loud music before 8am. The office asked you to call courtesy patrol if anything like this happens again after hours when we are closed.
  From 3/11/24 to 7/31/24 you reported you called our courtesy patrol company 9 times. Our courtesy patrol has a record of you calling 5 times and those 5 times when an officer came out, they confirmed there was no music,yelling, fighting or any noise to report when at your neighbors door.
  You then came into the office in May of 2024 and complained of bass vibrating or loud fighting/yelling, but your neighbors denied this.Because your neighbors were denying the accusations, our courtesy patrol also confirmed that there was no noise to report, the property manager explained that we need proof or evidence of the noise being excessive and a disturbance.For example, a video or recording of the noise to file an eviction for complaints like these. In June of 2024 you called the office and told the office your neighbor was smoking on their patio. A member of the office staff went to the unit to visually inspect and confirm. Upon arrival the team member did not see anyone on the patio smoking, nor did they smell any smoke. Then on 6/26/24 you emailed a picture of your neighbor standing outside their apartment, but the photo did not show any proof that the resident was smoking.We want all our residents at ********* Village to have the most enjoyable living experience, while being fair and consistent by following California tenant landlord laws.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with CTL Management. I do not have a contract with this collection agency. They did not provide me with the original contract, as requested.

  Business response

  01/12/2024

  ************** -

  CTL Management, Inc. is not a collection agency.  CTL is the management company for the Chamber's Creek Estates apartments, which you resided in from April 23, 2021 through your move out date of November 1, 2022.

  You were provided with a copy of your Residential Rental Agreement at the time of signing, and it was available on your tenant portal for the entirety of your residency.

  As a result of rent not being paid from July 1, 2022 through your departure on November 1, 2022, legal proceedings were started.

  At the time of your departure, you did not provide a forwarding address to the staff.  All communication regarding this debt was mailed to your last known address, to be forwarded by the USPS.

  To date, we have received no communication from you regarding your account.

  Attached are copies of the original request for payment and itemization of charges.

   

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied at ********************* apartments and was told an apartment was move in ready by ********* who does leasing for the office. I told ******************** was needing to move out asap and she told me basically to apply and as soon as we are approved we can move in. Mind you we spent 85 dollars on an application fee. I got a call from management a day later saying how that apartment is no longer available but we can move into a smaller apartment (a studio) with none of the same amenities that sold us on the supposed apt that was for sure set aside for us. And I quote by ***** the manager ********* must know more than she does about what happened. I was super unhappy and told them I would get back to them. I proceeded to get another call 1-2 days later that they have an apartment the same size we were looking for but it wont be available until a month from our original move in day. The original apt we paid our application fee for apparently had the original tenants refusing to leave resulting in us not being able to move in. TELL ME IF IM WRONG THOUGH an apartment being move in ready, posted to the website as available, and my family being told that apt was reserved for us to move in the next day means no one should still live there while those 3 key points are being sold to the consumer. Terrible management with no communication with each other going on in their office! The manager ***** is very rude and was no help whatsoever. I was appalled that even though I was very kind over the phone she raised her voice at me and told me that I was wrong. I was told there was no way for my money to be refunded. Complete waste of my time and money!.

  Business response

  12/27/2023

  To Whom it May ************** Regarding complaint # #******** from *********************; Ive reviewed ********************** complaint, and my apologies for the misunderstanding a refund of $85 dollars for the application fees that she paid for is being processed.  Sincerely,   ******************************* Portfolio Manager CTL Management, Inc. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ********************* We lived here for 9 years, had multiple appliances fail and replaced and found cheap products in what they call luxury townhomes. We paid $70 a month in pet rent, had cheap particle board baseboards which peeled away even though no water was near. There are too many complaints to list but they want to charge us over $4,000 mainly for replacing the baseboards and wear on the kitchen vinyl floor among other things. These people take advantage for any reason and the rent has raised tremendously. This is inexcusable.

  Business response

  12/19/2023

  To Whom It May ************************* particular move-out had a severe amount of pet damage throughout the unit and as a result, we had to replace our wooden baseboards (they are not particle boards).  We are happy to provide receipts of what we paid to replace and renovate the unit upon request.  Attached are some photos of the baseboard damages as well.  

  Best regards,

  CTL Management

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case:126002652 My letter from my landlord Clackamas Trails apartment dated 11/15/2023 and I received the letter dated on 11/20/2023. Clackamas Trails Apartment did not provide me a reasonable time to dispute or inform me about the final bill instead sent the bill to the collection agency named CTL Management *************************************************************************************. On 11/20/2023 I made at payment online amount of $77.14 in the morning around 7:10am. I screenshot and download my confirmation number and requested the confirmation number be sent by an email. On 11/20/2023 at 10ish am I called the collection agency three times in which went straight to voicemail. ****** does not pick up the phone. I left a voicemail to the collection agency ************ and ************ to inform them that I made a payment and I have not received my confirmation email. After researching about the company on the secretary of the ***************, it was listed as a real estate agency not a collection department. I believe they have violated my rights, fraud, misrepresentation, bad faith, not in compliance according to the law.

  Business response

  11/21/2023

  *************************** was not sent to a collection agency.   It is clearly stated on the letter that it is the collection department for her apartment management company, CTL Management.  The Residential Rental Agreement and all communication from the property, Clackamas Trails, clearly states the name and address of said management company.

  The billing gave the standard thirty days to pay the account.  There was sufficient time as the notice was mailed November 15, 2023 and the payment was posted on November 21, 2023.    If paid online, there is an option to print a receipt, as well as another receipt that is mailed out within twenty-four hours of posting the payment. 

  Thank you.

   

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. The leasing agent lied about the deposit and changed the numbers to make them higher than agree upon in our email. Bait and switch is not legal yet they proceeded to pressure me to sign a contract for thousands more in deposit than what I agree to once it was too late to secure another property. 2. ***** has used her lawyer to harass and threaten me with notices in retaliation to reporting crime, ***** infestations, downstairs neighbors banging on walls, music blasting during quiet hours, domestic violence, trash, dog waste, racial slurs being yelled and more. Im leaving early because I cannot tolerate this harassment and illegal retaliation. 3. I moved into a apartment with holes and a heavily stained disgusting bathroom. The unit wasn't properly cleaned and was documented in the move in inspection yet ***** tried to act obtuse about it. 4. The staff have made defamatory comments about residents to me in an attempt to pressure to me to go to court on their behalf tobevict another reaident despite them harassing me also for complaining about unlivable conditions. 5. ***** and her staff made defamatory comments to me and I was notified by the man doing chimney inspections. 6. ***** failed to inform me of a man who would be on a latter overlooking my unit and I caught him looking in my unit. 7. There are gang bangers, domestic abuser, pregnant women chain smoking, people being visited by their probation officers, drug dealers, etc but ***** chooses to harass, defame and bully me for complaining. 8. This management has been evil, predatory and have violated my tenant rights. This complaint is my final attempt to get them to compensate me for moving costs due to their illegal actions, harassment and deplorable living conditions before I initiate the legal process.

  Business response

  07/05/2023

  1.  The email sent to her from our Leasing Agent did contain one typo, which we apologized profusely for as soon as it happened. This email was sent to her after we had already finalized the Holding Deposit Agreement document for signing on her resident portal. Said email was sent as a courtesy to remind her to login to her resident portal to review and sign the Holding Deposit Agreement document if she wanted to move forward with the apartment. That Holding Deposit Agreement document that she was required to review, agree to, and sign within 24 hours of approval very clearly laid out which portion of funds were due for the security deposit and which portion of funds were due for the rent. At that time, all she had paid was a $50.00 application fee; which was offered to refund back when she expressed unhappiness over the increased deposit required. Normally, all approved applicants are required to sign this agreement and pay the base deposit within ****************************************************************** As a courtesy, the deadline was extended an extra week to consider whether or not she wanted to move forward and pay the higher deposit required. She decided to sign and agree to that Holding Deposit Agreement and put the necessary funds down to move forward. Management also went above and beyond to try to help by offering to extend the due date and to pay the first month of rent (without incurring a late fee) to try and offset the additional deposit payment required at move in. 

  2.  Any involvement from our attorney has been within our legal rights. The mentions of crime and domestic violence stem from an incident that happened after hours. The Property Manager asked for additional details so she could further address it, but Complainant declined to provide those details because she stated that she did not want to face retaliation from her neighboring tenants. The Property Manager requested this information several times in writing, but was denied the additional details she needed to address it. ****** has reported sewer roaches outside and will not confirm whether she has seen any bugs inside her apartment. Management explained the pest control process and emailed her a document authorizing interior treatment on several occasions, and she has denied interior treatment. Management has treated the exterior of her building several times and also have completed a property wide treatment for these particular pests.  Regarding music blasting during quiet hours/racial slurs being yelled: this was addressed and has not occurred again for several months based on reports we have received. Trash and dog waste: the Property Manager has personally walked her building and the dog park multiple times a week consistently since these concerns were first reported and there is nothing out of the ordinary going on. As explained to her several times, the dog park services over 400 apartment units and management cannot control those who do not properly dispose of dog waste. The dog park is cleaned at minimum 5 times a week by our Maintenance Technician during the completion of morning grounds. 

  3.  When this was initially reported a few weeks after move in, management requested pictures to corroborate the concerns as these items were not noted by her or our employee completing the move in inspection. We offered to send our cleaner back in to address any cleanliness issues and to put in a work order for our maintenance team to address any wall repair needed. We communicated that once we receive pictures, we are happy to coordinate the necessary repairs. The pictures never sent, despite requesting multiple times.

  4.  Complainant expressed concerns about the neighboring tenants and noise after office hours.  Management issued a legal notice to correct the behavior to the neighboring tenants.  Complainant was the only tenant witnessing the issues she reported, and management explained that in order to act on that legal notice she would need to testify in court about the reported behavior, as per our recommendation from our attorney.  Management was in no way harassing the complainant. 

  5.  This is untrue. Management told the chimney cleaning vendor that we wanted to have an employee present when he cleaned her chimney due to the history of false accusations. We felt that is what would be best for the protection of both of our companies. One of our employees was with the chimney cleaning vendor for the full duration of her apartment chimney cleaning and she was not home at the time. Neither the employee present, nor the vendor present corroborate these claims. 

  6.  There was a leak reported on the other side of complainants building that management determined could have been caused by a clogged gutter. Due to the back to back rain that particular week, management had to bring our gutter cleaning vendor out immediately. This vendor was never on her patio, or any other private space. He was on a ladder checking the gutters on the exterior of the building. 

  7.  None of these claims are corroborated.

  Requests for settlement are denied.  Management will not compensate complainant for rent reimbursement or relocation assistance.  Communication by our attorney was not illegal or retaliatory.  Management has addressed and acted upon on concerns reported by the Complainant to the fullest extent.   

  Customer response

  07/13/2023

   
  Complaint: 20233566
  
  I am rejecting this response because claims are false and will pursue legal action in court. 
  
  Sincerely,
  
  Elexis

*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. ↩