Complaints

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

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  Morgan Properties

  227 Washington St Conshohocken, PA 19428-2086

• 

  Morgan Properties

  3005 Chapel Ave W Cherry Hill, NJ 08002-3801

• 

  Morgan Properties

  679A Waupelani Dr State College, PA 16801-4317

• 

  Carlyle Apartments

  500 W University Pkwy Baltimore, MD 21210-3200

• 

  Morgan Properties

  3456 Carriage Hill Cir Randallstown, MD 21133-3002

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:08/19/2025

  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.

  We moved Aug 2nd after being rescheduled from 3rd because their office is closed Sunday. We arrived to find it was the incorrect layout and hadn't been fully cleaned. We specifically asked and were told it was going to be the waterway layout. We wanted this unit bc of our needs and lifestyle, which we talked about with them. Our current layout does not exist on their website. The dryer was so full of lint that the filter couldnt close. The k*** on closet door was missing. The tubs had soap scum and hair in them. The dishwasher was also broken and non-operational for 4-5 days. Two bedroom doors do not close unless we lift them. It also takes more from the ac unit to cool down our bedroom as it has to travel further due to the layout. This was part of the reason we chose the waterway layout.We asked for some form of compensation as we do not want to pay to move again as well as the work of repacking. We were offered another waterway, but said wed have to wait a month for an opening and by that time, seems pointless. We asked for settlement in proportion to the failings on their end and the only thing offered was a one-time $100 credit that would barely covers any costs/fees We had a verbal lease agreement evidenced by email that goes around the statute of frauds and applies doctrine of partial performance, as we paid only understanding we would receive a waterway layout. This also applies promissory estoppel as we paid a moving service that cannot be refunded. If we move, we need 1st months rent refunded, as well as moving costs covered if settlement is not reached.I have also added parts of emails showing their own confusion on the layout. Additionally, the multiple leases that had to be sent due to have to necessary revisions caused by move in date change, are here.They stated they could not offer more than $100 yet reduced our rent back to the original amount after application discrepancies.

  Business Response

  Date: 08/27/2025

  To whom it may concern, 

  First and foremost, we sincerely regret that the residents move-in experience did not meet expectations. It is always our goal to ensure every resident receives a clean, functional, and accurately represented home. We take these concerns seriously and have conducted an internal review to better understand the situation and respond accordingly.

  
  The resident initially expressed interest in the Waterway floor plan, and we acknowledge there may have been a misunderstanding regarding the specific dimensions of the closets and bedroom spaces in the unit assigned. While some homes may contain minor layout variations, we understand the importance of accurate information, especially when it affects a residents comfort and lifestyle needs.
  When informed of the discrepancy, we offered the resident the opportunity to transfer to a confirmed Waterway layout as soon as one became available. The resident declined this option due to the waiting period involved, which we respect.  The resident was also offered the option of terminating the lease with no termination fee. We do, however,regret that we were unable to resolve the layout concern to their satisfaction at that time.

  
  Upon move-in, the resident reported several concerns regarding the condition of the unit, including tub cleanliness, a malfunctioning bedroom blind, a non-operational dishwasher, and dissatisfaction with the carpet which had been newly installed prior to occupancy.  Once notified, our maintenance team promptly addressed the dishwasher and bedroom blind. Additional concerns, including excessive dryer lint, a missing closet ****, and interior doors not closing properly, were not previously reported but have since been entered as new work orders and are scheduled for completion.  We acknowledge that these issues should not have been present at move-in. In response, we have implemented enhanced quality assurance measures to improve the thoroughness of our pre-move-in inspections. Any remaining concerns will continue to be prioritized as they are brought to our attention.

  To acknowledge the inconvenience, we offered a one-time $100 rent credit,consistent with our policies in such situations. The resident has communicated that this amount is not sufficient. While we are limited in our ability to provide financial compensation beyond lease terms, we have remained in open communication and have made alternative accommodations available, including the option to transfer units. In an attempt to make our new resident whole we will be adding an additional $250.00 maintenance credit along with the option to choose an apartment upgrade such as new appliances or ceiling fan and lighting upgrades throughout the home.

  
  The resident also referenced a verbal lease agreement and legal concepts such as partial performance and promissory estoppel. We want to clarify that all lease agreements within our community are executed in writing and signed by both parties. While we understand that verbal discussions may have led to expectations, the executed lease does not include a clause guaranteeing a specific layout such as the "Waterway."
  We remain committed to working with the resident in good faith and are open to continued dialogue. Our goal is always to find a reasonable resolution within the framework of the lease agreement. We also continue to take steps to improve internal communication and the overall move-in process for future residents.
  

  Best Regards, 

  ******** Stecik 

  Regional Manager 

  Morgan Properties 

• Initial Complaint

  Date:08/06/2025

  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 July 14th, 24 days ago, I made the first of 4 emergency maintenance requests for having no air conditioning in my unit. Twenty four days later, I have sent several emails and texts explaining the situation and all that the management did was to provide me with a portable unit that was not able to circulate air properly. I was told to run the air on " fan" to circulate air. Since there was no air coming out of the vents, running the air conditioner did not help. Additionally, we were in the middle of a heat wave through most of this time with heat index values reaching over 110 degrees. At times, the apartment would get to 90 degrees in the day. The thermostat read in the mid to upper 80s most days. I discussed my concerns with the manager in person and was told that since the part is under warranty, they were waiting for it to be shipped. She stated that it was being shipped and would arrive soon. This was 10 days ago. I asked for fans, staying in another apartment until the unit is fixed, more portable units to circulate air but nothing was done. According to the law in our state, they must keep the A/C in safe working conditions if they provided it and they have 14 days to start repairs. All they have done in the 24 days is to take the top off the unit which is now showing wires coming out. It seems to me that the bottom line is more important than the health of tenants. They could have ordered the part and got reimbursed later since the air conditioner broke during a heat wave. I don't think I should be paying the full amount of rent for that month since I was under the expectation that the apartment would be habitable during this time.

  Business Response

  Date: 08/12/2025

  We apologize for any inconvenience the resident has experienced. The replacement part for the condenser has been ordered and is expected to arrive this week. Unfortunately, the part was on back order, which caused an unavoidable delay.
  
  
  In the meantime, we placed a portable air conditioning unit in the home to provide cooling until the permanent repair could be made. Last weeks outdoor temperatures were at seasonal lows, which helped maintain a comfortable environment. We also provided guidance to keep the fan on so the portable unit could circulate cool air effectively, but noted it was turned off at one point, limiting its performance.
  
  
  The residents comfort remains a priority, and as soon as the ordered part arrives, our team will promptly replace the condenser to restore full ************* We appreciate her patience and understanding as we work to complete the repair.
  
  

  Customer Answer

  Date: 08/24/2025

  The air conditioner still has not been fixed, I have not been given any relief in regards to fans, another portable unit, or staying elsewhere. The landlord has denied my requests though assured me on Thursday (after 5 weeks with no air) that the part has been ordered and will be arriving soon. The unit will need to be replaced and it will be installed within the next day. That was 3 days ago. In the meantime. The temperatures in my bedroom reach nearly 90 degrees in the day. The law in our state indicates that they have 14 days to begin repairs yet they haven't even started. 

• Initial Complaint

  Date:07/29/2025

  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.

  My partner and I lived at *****************, owned by Morgan Properties, from March 10th 2023 to May 31st 2025. It was already dirty upon moving in, as well as missing the dishwasher as promised, and missing a screen door which we were told would be installed within 30 days of signing our lease. That screen door wouldnt be installed until June ******* July of 2023 the apartment above us had a water leak. This caused damage to our apartment as well as mold. It even caused our vents to leak brown water. I was laughed at by the maintenance team, telling me it was condensation. It was pouring from my vents and brown, thats not condensation.That problem was never fixed which brings us to March 2024. The water issues continued and caused more damage to our apartment. Our vents now had mold growing on the outside as well as the inside. And one of our vents even rotted out of the ceiling. The vents were never cleaned or replaced. And until the day we moved out we had a hole in our ceiling.Then in April 2025 we had a massive water leak in the apartment above us again. Causing our bathroom wall to be mushy and fall down. When the ceiling was removed for repair it was covered in mold, it was even on the pipes. After this was discovered the maintenance worker just put drywall up over it with no remediation at all. Not even spraying bleach, just sealing the mold back in the ceiling. As well as painting over water damage.Each time maintenance fixed one of these problems they left a mess. Dust, drywall debris, ***** screws, exposed wire. On one occasion they even broke my shower head and toilet seat and refused to replace ******** that we have moved out they are blaming several things on us that were not caused by us. And trying to charge us for them. A bathroom vanity, which has water damage and hair dye on it. The water damage is from the several incidents listed above. And the hair dye is easily removable. And the range hood, which was dirty upon moving in.

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am due ****** that I paid for a credit check for an apartment that was still occupied and not ready in time of my move in. I never would have been interested if I knew the apt was occupied and would not be available for me to move in. This company had me sign a lease while others occupied I paid ******* plus 100 for the credit check. I was refunded ******* today. I am seeking the 100 credit check because I only agreed to it based upon the property consultant s promise that the *** would be ready in time for me to move in. Here is the letter that I wrote yesterday. Hello, after speaking to ******* I want to make my position clear. I am only interested in apartment 210A that was promised to me for the move in July 26. A total of 1600 dollars was given for the apartment occupancy, but now a few days agoI was told that nothing is promised as expected. I would lose thousands of dollars if I cannot move into that apartment. ***** agreed to refund my money and I need to know when this is going to happen. I need all refunded because you had me sign a lease while someone else was living there. There there was no expectation that I could move in on July 25th . And as ******* told me She has nothing to say to me because she doesn't know.I would like my refund please 100 for the application fee, 299 for the deposit,And 1200 for the monies towards rent for an apt that was already occupied when my payments were made.Sincerely ***** ******* Again I did receive the ******* but not the 100. I understand that it was nonrefundable, but do to the point that a particular apt that was promised to me and was not ready.. I Would Not have gone any further in my interest in living there.

  Business Response

  Date: 08/07/2025

  Good afternoon, 

  My Name is ****** ***; I am the Property Manager.  Ms. ******* felt the unit would not be ready according to her move in date which the unit was just about done and it needed to be inspected by the Village of *************  Ms. ******* stated it's not going to be ready, and she requested her funds to be returned. I inform Ms. ******* that is not a problem, and management did refund her funds.  Today 08/07/2025 I received an emailed from Ms. ******* that she was still due $100.00 for the application fee. Mangement immediately contacted the accounting department and the refund for $100.00 was processed back to the card payment was made from.  Management emailed Ms. ******* to inform her the refund has been processed and she would receive it in about a day or two. 

  Customer Answer

  Date: 08/07/2025

  Today I have received an email from Park Towers manager of Morgan Properties that there was an error and my 100.00  is processing and will be returned to me.

• Initial Complaint

  Date:07/01/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I moved into The Pointe at ******** (managed by Morgan Properties) in March 2025.Since moving in, we have experienced multiple serious issues, including:Cockroach infestations in our apartment.A broken dishwasher that took three weeks to be replaced.Maintenance staff left oil and dirt stains in our home while servicing the washer and ******** took four days before the mess was ********** June, a contractor (******* Glazing) working in our building splattered white paint on our vehicle.I requested security footage, but was told by Property Manager ******* ****** that the camera was blocked by a tree and no footage was available.I asked for written confirmation or documentation showing ******* Glazing was on-site.******* initially said she would provide it, but later stated she was unable to provide any documentation or proof.I emailed her on June 8 and followed up multiple times with no response for over two weeks. I have screenshots of all **************** a result, weve been left to pay for the vehicle damage ourselves, with no support or accountability from the property.The units are outdated, and given the price point, the conditions are unacceptable.Weve also spoken to other residents experiencing mold and pest problems in their ******** seeking formal accountability from Morgan Properties for:A written statement confirming ******* Glazing was on-site.An explanation for the lack of camera footage.A resolution or assistance regarding the vehicle damage.

  Business Response

  Date: 07/02/2025

  Mrs. ******* ***** first contacted the leasing office on Saturday, June 7, 2025, to report seeing a cockroach in the bedroom. She was informed that pest control services were scheduled for Wednesday, June 18, 2025. Pest control later confirmed that no infestation was detected during their visit.
  The resident also reported an issue with the dishwasher on Monday, March 31, 2025, indicating that it was not operating properly. A new dishwasher was installed on Tuesday, April 10, 2025, resolving the concern.
  On Tuesday, March 27, 2025, Mrs. ***** reported a problem with the dryer vent. The dryer was repaired on Friday, April 4, 2025. During the repair process, a stain was accidentally left on the carpet. The resident was informed on Saturday, April 5, 2025, that a contractor was scheduled to clean the carpet the following Monday.
  In June 2025, Mrs. ***** reported discovering paint splatter on her vehicle and submitted photographs showing the damage. As a courtesy, I informed her that we would review the security camera footage to determine whether any evidence of the incident could be found. However, upon reviewing the footage, the cameras view of the vehicle was obstructed by a tree branch, and therefore no footage of the vehicle was available.
  I provided Mrs. ***** with the name of the contractor, ******* Glazing, as they were performing work on the building on the date, she believed the damage occurred. Mrs. ***** and I continued to communicate regarding the issue, and I explained that, unfortunately, we do not have any documentation or visual evidence to confirm how the damage to her vehicle occurred.  Should you have any questions or concerns please contact the office.

   

  Sincerely,

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

   

  
  

  Customer Answer

  Date: 07/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23544933
  
  I am rejecting this response because:
  
  Thank you for the response from The Pointe at ******** and property manager ******* ******. While I appreciate the acknowledgment of my complaints, I must respectfully clarify and express continued concern regarding the lack of accountability and transparency from both the apartment management and Morgan Properties.
  
  
  
  
  
  
  
  
  Key Issues:
  
  
  
  
  Vehicle Damage by Contractor (******* Glazing):
  My vehicle was damaged by white paint splatter while parked legally on the property during the time ******* Glazing was working in our building. I reached out to management requesting official documentation to support my insurance claim with GEICO.
  On June 18, ******* ****** responded:
  Please allow me to research the documents I can provide and ensure that the dates are reflected on the documents.
  Later that same day, she sent a brief message stating that ******* Glazing completed work in Units 400/102 and 402/301 on May 19, 2025. However, this was not a formal document it lacked a letterhead, signature, invoice, or any identifying contractor details that could be used by my insurer.
  
  
  Then, on July 1, she reversed her position and wrote:
  We understand the importance of your request; however, we regret to inform you that we are unable to provide any documentation or official proof regarding ******* Glazings presence at the property.
  This is a direct contradiction and leaves me unable to substantiate my claim despite clear acknowledgment that the contractor was working that day.
  Security Footage Unavailable:
  I was told that the security camera footage was obstructed by a tree and therefore could not confirm the damage. This creates serious concerns about the propertys ability to ensure tenant safety and protect personal property.
  Ongoing Pattern of Delays and Poor Communication:
  This is not an isolated case. Previous issues, including pest control, a broken dishwasher, and stains left by maintenance, were handled with significant delays and minimal follow-through. I have screenshots showing I was left without responses for over two weeks during this most recent incident.
  
  
  
  
  
  
  
  
  
  
  Additional Financial Concern:
  
  
  
  
  I have now been informed by my insurance provider that I must pay a $500 deductible out of pocket to repair the vehicle damage. This is an unjust financial burden, considering the incident occurred on property grounds and was caused by a third-party contractor hired by Morgan Properties.
  
  
  Because of this, I am requesting that Morgan Properties reimburse the $500 deductible once my claim is processed, as I should not be held responsible for damage caused by a vendor I did not hire.
  
  
  
  
  
  
  
  
  Desired Resolution:
  
  
  
  
  I am respectfully requesting:
  
  
  Official documentation (e.g. invoice, work order, or signed vendor statement) confirming ******* Glazings work on May 19, 2025.
  A formal acknowledgment that Morgan Properties contracted the vendor and therefore shares liability for damage caused during their work.
  Reimbursement of my $500 deductible once my claim with GEICO is processed.
  An explanation for why documentation was first promised and later denied.
  
  
  
  
  I have been reasonable and cooperative throughout this process. My only goal is to resolve this properly with fairness and transparency. 
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/03/2025

   Mrs. ***** has been provided the name of the company ******* Glazing and instructed to contact them directly to report the damage to her vehicle. Please let me know if you need anything else I can assist with or clarify.

   Sincerely,

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

  Customer Answer

  Date: 07/16/2025

  Following up on my complaint. Thank you.

• Initial Complaint

  Date:06/30/2025

  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.

  Dear Morgan Properties Resident Relations Team,I am writing to formally escalate a series of serious and ongoing issues Ive experienced as a resident at ****************** Apartments (************, **). Despite multiple reports to onsite management, including Property Manager ***** *****, these matters remain unresolved and continue to affect my health, safety, and quality of life.Below is a summary of the most concerning incidents:Illegal Apartment Entry / Privacy Violation:A maintenance staff member entered my apartment without notice or permission while I was undressed. I reported this violation of my privacy and tenant rights, yet I received no follow-up, apology, or corrective action from management.Unsanitary and Unsafe Living Conditions:I have repeatedly reported a rancid sewage smell from the bathtub drain, as well as ongoing mice issues inside my unit. Both remain unresolved despite multiple maintenance requests.Refrigerator Issue and Mishandling by Maintenance Staff:I was given a broken and unsanitary refrigerator upon move-in, which I had to clean myself just to make it usable. While waiting for a solution, I used a personal mini fridge. Unfortunately, your maintenance team unplugged my fridge without notifying me, causing the contents to spoil.Inappropriate and Insulting Compensation Offer:After months of frustration and unaddressed issues, I was offered a $40 rent creditbut only on the condition that I sign a legal Settlement Agreement and Release, waiving my rights and silencing me from sharing my experience. Given the severity and duration of these issues, this is wholly inadequate and completely inappropriate.Immediate intervention from Morgan Properties Corporate to resolve the outstanding maintenance and safety issues in my unit.Thank you for your urgent attention to this matter. I look forward to your prompt response.Sincerely,******** *****

  Business Response

  Date: 07/03/2025

  Good Afternoon,

  Thank you for giving Northwest Crossing the opportunity to respond to the listed concerns.

  Entry into the Home:  The office has requested that Ms. ***** provide a specific date on which she believes a maintenance technician entered her home without permission.  Once we receive that date, we will review our records to determine whether a work order was submitted by Ms. ***** or if the office issued a notice for entry into the home for any other reason.

  Rancid Sewage Smell:  Multiple individuals, including myself, the Service Manager, and the Regional Manager, have visited Ms. ******* apartment at various times and have not detected the odor she reported.  We advised Ms. ***** to contact the office immediately-even after hours-when the smell is present and someone will respond.  During my in-person visit with Ms. ***** on 06/14/2025, she confirmed that she was not experiencing the odor at that time.  We explained that if the issue were related to sewage, the smell would typically be constant rather than intermittent.

  Refrigerator:  The maintenance team confirmed that they did not unplug the mini refrigerator, as it was not necessary to do so in order to replace the main refrigerator.  While it is unclear what may have occurred, Ms. ***** was advised to file a claim through her renter's insurance.  At my request, Ms. ***** provided photos of the replacement refrigerator, stating that it arrived dirty and that her boyfriend cleaned it.  She requested compensation for the inconvenience.

  In response, I offered a $40 rent credit (charge list attached), equivalent to what we would have paid an outside contractor for cleaning.  ********************** policy, all rent credits must be acknowledged by the resident in writing.  It was explained to Ms. ***** that the $40 credit was specifically for the cleaning of the refrigerator.  The settlement agreement is attached for review.

  Please let me know if any further information is required.

  ***** *****, Property Manager

  Business Response

  Date: 07/07/2025

  Good Morning,

  I originally responded to this complaint last week but I forgot to mention Ms. ******* concerns with pest control.  Ms. ***** requested we complete a seek and seal of her home on 01/21/2025.  That was completed on 01/23/2025.  There was no further mention of pest being in her home until 06/24/2025 and a seek and seal was completed on 06/25/2025.  Because she has given the office permission to move her furniture, another seek and seal will be performed on 07/09/2025,  ************** renewed her lease on 05/22/2025, she didn't mention anything about ongoing mice issues but we are actively addressing her concerns.

  Thank you,

  ***** *****, Property Manager

• Initial Complaint

  Date:06/26/2025

  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.

  I moved out on May 23rd from the Willows apartment homes in ***************. They sent me an invoice for carpet cleaning of $160. I lived in this unit for *********************** abnormal wear and tear on the carpets. I requested a copy of the estimate and invoice from them having the carpets cleaned as they claimed it needed a level 2 cleaning. It took them over 2 weeks to send me a copy of this. The information was requested on May 30th, the invoice that they sent me is for June 12th. So they never got the carpets cleaned until after I had asked for this invoice. The move out list they sent me, stated that all carpeting and flooring in the unit passed inspection. So again, why am I paying for carpet cleaning that should be cleaned between tenants regardless!

  Business Response

  Date: 07/02/2025

  
  Thank you for bringing your concern to our attention. We understand your frustration regarding the carpet cleaning charge and appreciate the opportunity to clarify.

  
  Your carpet inspection was requested on May 28, 2025, following your move-out on May 23, 2025. While the initial move-out checklist noted that the flooring passed inspection, a more detailed follow-up determined that a Level 2 carpet cleaning was required due to the overall conditionthis can sometimes involve wear that isnt immediately visible during a standard walk-through. The invoice dated June 12, 2025, reflects the final billing completed by our third-party contractor.

  
  We acknowledge that you requested a copy of the invoice on May 30, 2025, and we apologize for the delay in providing it. While basic carpet cleaning is part of routine turnover, any cleaning required beyond normal wear and tears is considered excessive and is the responsibility of the residents, as outlined in the lease agreement

  
  Attached are both the original carpet inspection request and the final invoice from our third-party contractor for your review. If you have any questions, please feel free to reach out

  Customer Answer

  Date: 07/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23522078
  
  I am rejecting this response because:
  The invoice sent states reason for carpet cleaning was to turnover unit for next tenant. Nowhere does it state that I left damages to the carpet. When I moved in, my bathroom vanity was damaged and they never repaired it. And my toilet was left with urine on it. But I am expected to pay for carpet cleaning that was NOT BEYOND normal wear and tear. 
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/09/2025

  Good Afternoon,

  The final invoice for carpet cleaning was issued by a third-party vendor as part of our standard unit turnover process. While the invoice indicates the cleaning was performed to prepare the unit for the next resident, it also reflects the carpets condition at the time of your move-out. The vendor documented heavily soiled, stained, and worn areas in the living room, dining room, and bedroom, along with stretching and seam repairs needed in the living room. Additionally, pet odor treatment was required throughout the unit, which required professional cleaning.

  We also want to acknowledge your concerns regarding the bathroom vanity and the condition of the toilet. These issues were addressed after you brought them to our attention.
  For your reference, Ive attached the detailed work order related to the Option 2 carpet cleaning.

• Initial Complaint

  Date:06/24/2025

  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.

  The Avalon Apartment Homes owned by Morgan Properties has over charged/billed me twice for fees that I have already paid and refuses to reimburse me the over charges.

  Business Response

  Date: 06/23/2025

  Dear *** ******, 

  **** is currently away on vacation, but since this is time sensitive, I wanted to reach out as his assistant. I consulted with another supervisor here that let me know that ******** Properties sold the Avalon Apartment Homes in 2012. In Mr. ********* complaint he stated that Morgan Properties, not ******** Properties, have over charged/billed him. We are not sure why this was sent to **** here at ******** Properties. Please redirect this complaint to Morgan Properties. Thank you! 

  Business Response

  Date: 07/10/2025

  Mr. ******* was a resident in apartment #*** from 12/4/2020 through 6/3/2025, and transferred to a second apartment in the building on 5/27/25.  Mr. ******* submitted a notice to vacate on his original apartment #*** on 4/1/2025 indicating that he would move out on 6/3/2025. The apartment was then marked as an available unit and advertised for pre-leasing for a move in after 6/3/2025. On 5/21/2025 the unit was pre-leased for a move in date of 6/10/2025.  After the apartment was leased to the new future resident, Mr. ******* decided he wanted to remain in apartment #***.  Since the unit had been leased due to Mr. ********* written notice that he was vacating on 6/3/3025, remaining in that apartment was no longer an option for him as per his signed Lease Agreement on Page 10, Section 19):

  "END OF LEASE. On the Lease End Date you shall vacate the Apartment at the expiration or termination of the
  Lease unless you have properly renewed your Lease in response to a renewal offer made by us, or the lease
  has automatically renewed. Upon vacating, you shall leave the property clean, remove all personal belongings,
  repair any damage, make arrangements for final utility readings and pay all final utility bills, and return all keys
  to us. If the Lease is ended either by your notice of intention to vacate, or by nonrenewal, and you do not vacate on
  the Lease End Date, you shall be considered by law to be a Holdover Tenant and shall be obligated to pay
  double Base Monthly Rent for each month that you remain in possession past the Lease End Date. Acceptance
  of your payment of Double Base Monthly Rent does not constitute our consent to your remaining in the
  Apartment past the Lease End Date..."

  Mr. ******* understood that he would need to transfer to a different unit in order to remain at The Avalon and that he was responsible to pay his rent and all utilities through the end of his lease, also per his Lease Agreement.  Mr. ******* selected a new unit, #*** and took possession on 5/27/2025 thus leaving Mr. ******* responsible for rent and all utilities in unit #*** through 6/3/2025 and for unit #*** from 5/27/2025, causing an overlap in responsibility on both apartment homes for 8 days, including all rent and utilities also as per the Lease Agreement. The rent and utilities due for apartment #*** were prorated charges through his lease end date of 6/3/2025.  

  Mr. Hornsby expressed concerns about the prorated utility charges associated with his prior apartment #***.  I explained to Mr. ******* that utility usage is billed in arrears and that he was responsible for his utility usage in his prior apartment #*** through the end of that lease on 6/3/2025 as well as in his new apartment #*** from the time he took possession on 5/27/2025. 

  Mr. ******* was aware of the utility addendum, which he signed and agreed upon on 6/4/2024 which states: "You must pay all bills for Utilities and ************** from the start of your Lease to the Final Bill...even if you are on vacation, have moved out of your Apartment or are otherwise not living in your Apartment during the time period that the bill relates to."

• Initial Complaint

  Date:06/19/2025

  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.

  I signed my lease and moved in with a promise to repair. Shortly after signing it was made clear that no repairs would be made. So in February, 2021:The problem was the bathroom. The mirror somehow had types of ***** ***** spots and stains, that looked like moldy black water frozen in place. Though it was topical, it stains looked to be under the reflective face of the mirror. The bathroom light fixtures above the mirror were rusted, and when I showered they leaked brown water down the mirror and onto the sink and there was a perpetual un removable dark ring around the top of the sink. The worst of it was the shower tiles that slowly began to fall out and into the bathtub while I showered. I removed all of my property and threatened to move out if the promise to repair wasn't honored. I was told by the same Warerford manager who gave me the promise, that since I already had already removed my personal belongings, to turn in my key. I refused and stated that my had already been paid for until the end of the month. She then called the law and I had no choice but to give her the key.[My fight is:]Because my rent was paid until the end of the month, the eviction was unlawful. 1. I made no threats other than - I'm moving out of you wont fix this.2. I used no profanity. 3. I didn't violate her space or yell at her.4. My rent was up to date.[My request is to have this removed from my credit history]I didn't come forth until now because it never crossed my mind that the eviction could possibly be unlawful.

  Business Response

  Date: 06/20/2025

  The Waterford Apartments was not under Morgan Properties management at the time stated by Mr. ****** *****. I did call to confirm this with him that he moved in February 2021 and also vacated February 2021. We did not have ownership if this property until November 2022

• Initial Complaint

  Date:06/18/2025

  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 in on 29MAY25 for law enforcement and will be working in the area in law enforcement. I chose this apartment complex due to many reasons, a large deciding factor was the complementary in unit separate washing/dryer machines as well as staff's urgency to help maintain customer units. I was told numerous times to just call or go in to ask for maintenance work with being a new resident. In under 2 weeks into living here, my washing machine broke, Wednesday night (11JUN25). I tried calling the leasing office twice next morning, no one would answer, I decided to go in. Only to be told that this issue is a manufacturing issue, they cannot do anything, and I am just SOL with no repair date. I submitted a formal request online same-day with the leasing agent in office (request #******), the status has not changed in the last week. I decided to call again today, called twice during breaks in training no one responded. I called again right before they closed and was put on hold for 8 minutes to be told the same SOL speech. I asked if there was a way they could accommodate the missing washer since it is included in my rent and amenities and I was told no. With training 10+ everyday, it is very hard to find time to commute to other locations to wash and dry my clothes. This is the property management issue to fix, in the mean time I need a washer. If it means they give me a working one from an empty unit while they work out the issue with the manufacturer until they can give me the original back. It is unacceptable to not give communication or any ETA, especially living here under a month.

  Business Response

  Date: 06/19/2025

  Hi ******,

  
  Thank you again for taking my call this morning and for being so understanding as we discussed the issue with your washing machine.
  As I mentioned, this is a nationwide manufacturing issue with Whirlpool, and were working closely with our suppliers each day to get the necessary motherboards in to complete repairs. Unfortunately, we dont have an exact timeline for when theyll arrive.

  
  We completely understand how frustrating this is, and I truly appreciate your patience. Ill be sure to contact you as soon as we have an update or solution.
  Please feel free to reach out with any questions in the meantime.

  
  Best regards,