Complaints

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:07/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Property manager lies about maintenance and pest control. ********** hasnt worked for months.

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Willow ********** and their property manager, ***********************, for improper handling of my Emotional Support ****** ***** accommodation request and related retaliatory actions, resulting in significant distress for me and my children.Details:On 3/23/24, I submitted an *** letter from a licensed social worker WHO HAS A TOXOCOLOGY NUMBER. **************** denied my request without proper verification. and before he even sent the letter i had to fill out in order for him to verify the letter. Stated to my doctor she wasnt qualified to write anything. Once she stated tn state law and her credientials he locked us out the apartment on 5/24/24.On 5/24/24, I arrived at the leasing office at 3:42 PM to finalize my move-in before the 5:00 PM deadline. The office was locked, and I received no assistance and heard *********************** laughing as me and my children waled back to our car but let another person into the office. Subsequently, my ADT and keyless entry system were blocked, preventing access to my apartment. As a result, my children and I were forced to sleep in our car for a week. Additionally, extra charges were added to my rent, including pet fees and an incorrect move-in date adjustment, and a promised $200 credit was removed.These actions have caused significant distress and left us without housing. In the hot summer weather after moving everything we have left from moving to start over from a horrible domestic situation.

  Customer Answer

  Date: 07/03/2024

  `they never sent me my deposit back they also have never let me get my mail or items from the apartment

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented an apartment with Willow ********** at **********************************************************. After moving out, our security deposit was shorted by $349.35(check issued 2/8/24). *******************************, assistant leasing manager, told us she didn't know where the missing money was, but told us no move out or cleaning fees were charged. We tried to get our money, but she resorted to screaming at both myself and my husband. Now, they continue to call us saying we owe them money for unpaid dues. They sold the debt to a collection company, but are still trying to collect themselves. We asked what the missing $349.35 was for, and they have no documentation of any fees charged. The manager refuses to speak with us, and ******* is horrible to deal with(she let us know of the phone that she gets a commission of collecting unpaid debts, so even thought she cannot provide any documentation of unpaid debt, she will still charge us), at this point we are looking into legal council just to resolve where our missing money was, and have them reverse the debt collection. Our experience has been awful since the day we moved in there, all we want is for them to leave us alone.

• Initial Complaint

  Date:02/20/2024

  Type:Billing 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.

  Lion Real Estate Group, LLC sent my account to collections even though they violated SB 90 and did not send proper documentation. My account needs to be removed from collections. They incorrectly charged for "damages" and an excessive "cleaning charge" without providing any proof. They also did not conduct the required pre move out inspection nor sent a final move out inspection report.

  Business Response

  Date: 03/01/2024

  Balance has been cleared from the customer's ledger and cancellation of debt submitted to the collection agency on 02/29/2024 to be removed from customer's credit report.

  Customer Answer

  Date: 03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at the *** since September 2023, when I moved in the apartment was a mess and had things written on the walls like not up to code also I was told there would be a washer and dryer in my apartment when I moved in and there was not. I did not receive a washer and dryer until I had lived there for almost two months. When I received it the washer and dryer were both broken. I have put in many maintenance requests only for them to be marked as done and nothing ever changed. I then went into the resident services building and they always told me they would have someone come fix it and they never did. I still do not have a working dryer. Then I had some personal issues and my roomate had to stop paying our lease, I explained this to them and they explained I could transfer to a 1bed and pay a fee. This was in December. I then went back and forth with ************************* for months, finally they have me cleared to transfer to a 1 bed after not attending to anything I asked them, they called me today on 1/23 and told me I wasnt able to transfer into a 1 bed and gave me no explanation and hung up on me and my parents when they tried to call and give an explanations. ************************* has not contacted me 1 time that I have reached out to him or when my parents have reached out.

• Initial Complaint

  Date:07/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I moved into this rental unit in February of 2021. We pay exactly $1,887 in rent monthly. We are never late but the one time we are which was the first of July we were issued a 3 day pay or quit. When I went to the office to speak with the property manager, ***************************, I was met with disgust and a nasty authoritative demeanor. I spoke to ****************** in a kind and respectful tone but after I was finished speaking, she was quite nasty and rude. She proceeded to say that if I dont have the money to live in the complex, there were plenty of fair housing projects that are affordable. I was taken back and extremely offended, however, I responded with yes **** and walked away. I have also worked with ****************** at GVA and she was fired for the similar of behavior. I would like to have this issue resolved expeditiously due to undeserved behavior, being mocked and insulted because of my shortcomings. While living here, none of our households maintenance request have been fulfilled, our wall is still charred from a socket catching fire because of faulty wiring, we share water with our neighbors from a 38 gallon hot water heater. Moreover, they just fixed our pool but for two years we have been paying for it in our lease as it is a listed amenity.

• Initial Complaint

  Date:03/29/2023

  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.

  This is a complaint regarding maintenance.I moved in the apartment on 1/25/2023. ever since, we have continually complaining about the roaches- they are every where in the house, on our food, in the sink, show up in our rooms, while we are sleeping, on our utensils, in our kitchen., going in the leasing office, showing them pictures. I still have some of the pictures maintained. They claim that they send pest control every week which I pay for, but most of the times the guy dont show up, my wife is at home all day.they put in a fogger bomb once, but that didnt work, so a couple of days ago they did some powder treatment and that didnt work either, so i had to buy my own pest control kit and do it. They also promised to fill in the gaps so that roaches dont show up from there, they have not done that as well.every time i got to the office and complain, they rely that they put in a work order and their maintenance team will resolve the issue within 24 to 48 hours. they don't show up. when we go to complain again, they say they have few maintenance guys and more complaints, so they prioritize everything over us and our issue stays unresolved, when we ask when the guys will come and fix it, they say the guys have already been to the house thrice and no one answered which is a lie as my wife is at home all the time. My kitchen pipe is leaking, both of my bathroom flush's' valves are leaking, we have to turn the water valve (cock) off after we use the toilet. we have complained about it multiple times but they are not addressing the issue.the paint they used for our bathrooms is coming off and there's just black/green lines everywhere. we clean the bathrooms every week and the more we clean the more paint comes off and i like my house clean, so i clean regardless.I can send you the pictures and the dates or times on where my family has gone to the leasing office and complained about the issues and they keep arguing.The gym was open for 9-5 on Mon-sat that doesnt make sense as everybody works 9-5 and i wouldnt pay for gym some where else, if i have one in my community, now they say they're open from 9-6 but it takes around 5;30pm to reach home, and by the time we freshen up, the gym is closed. i was promised by ***** (the manager) that the gym would be open 24x7 by march, to which i agreed and signed the lease as they promised access to all the amenities.

  Business Response

  Date: 04/06/2023

  Dear **************,
  
  We do apologize for the inconvenience you have experienced during your stay here at ******. There must have been a miscommunication on our end regarding the attempts to complete the work orders you submitted at the time, and we apologize for that. From my understanding all requested work requests were completed by our maintenance technician on March 30, 2023. We will continue to work with the pest control company regarding your ongoing pest issue, with the sealing of the baseboards that *** help limit the amount of activity you are experiencing.  
  
  For Everlys amenities, the community pool is only open seasonal May Sept 10am 9pm (hours subject to change). ************** as of right now is open office hours from 9am-6pm, soon the fitness center hours will change from 5am 9pm.The leasing staff will be sending a mass email regarding the new change the weeks to come.
  
  If you *** have any questions or concerns, feel free to reach out directly to ************************
  
  Thank you

• Initial Complaint

  Date:03/23/2023

  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 live in ************** a complex in ******** **, In January went without heat for 18 days. When I contacted the property manager and her regional managers response was that they wouldn't be able to credit ** in any way. It was never something we asked for. After that I got. **** from the property manager initially apologizing that the repair taking so long and then letting me know it was me and my boyfriends fault even they she waited weeks between contacting **. It is almost impossible to get anyone to tell you any direct information to anyone above them, there is no response EVER from corporate and the company is knowingly breaking tenant law, and violating fair housing law here in **. I have had repair requests in since January that were never addressed, and have been waiting for my dishwasher to be repaired for 3 weeks. They did come and treat the mold in my bathroom and paint over it but I think the county should come and ***** if it was in fact addressed and all of the **** in the apartment due to it not being up to code. If you move into any of their properties make sure you know all of your rights as a tenant, keep a paper trail, and file complaints. No one cares about you as a consumer or offers to rectify any situations.

  Business Response

  Date: 04/12/2023

  We do apologize for the inconvenience you have experienced during your stay here at Cumberland. There have been extenuating circumstances in addressing this.  The water intrusion is corrected/fixed, the dishwasher has been replaced and working, and the heat is also working.
  
  Once again, we do apologize for any inconvenience you and your family have experienced, we will continue working on resolving all future issues.
  
  If you may have any questions or concerns, feel free to reach out to **********************
  
  Thank you.

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because:  The dishwasher was not replaced. The issues in the laundry room were not corrected and the mold is showing through where maintenance painted over it.

• Initial Complaint

  Date:11/14/2022

  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.

  This email is in regards to me applying for The **************************************************************************************. I applied for an apartment on November 4th and I was told by the staff that I needed to bring $400 for $50 for the application fee, $150 for the deposit, and $200 to hold the apartment. I was denied for the apparent and ******* did let me know this past Friday November 11th, 2022 I would be receiving a refund for $350. I have been contacting the leasing office since Thursday about my refund check and the staff did not reach out to me and they have giving me a complete run around about receiving my refund check of $350. No one in the leasing office was professional about this matter and I was told they were waiting on corporate to cut my check. I had to reach out myself to see what the issue was and even now I haven't gotten any where I'm with this situation. I'm in need of more information and if they even reached out to corporate about this matter

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 7, 2022/11/30) */ Hello, ***** applied on 11-4-22 and was denied *********************************************************. **********************************************************************************************************************. She was informed that she should receive her $350 back by the 11th of November, however, the office was closed on the 11th, due to it being a holiday. We advised her on the 4th that the check will be coming from corporate office which is in Texas. The initial check was mailed early November but it was lost in transit because we never received it here at Easton. We then asked accounting about the check and they let us know that a check was cut and they weren't sure why we hadn't received it yet. With at this point being the 14th of November accounting decided to cancel the 1st check and cut a new check for Ms. *****. We received her check from corporate office on 11/28/2022. She was advised on 11/28/22 that her check arrived and was giving to the mailman and was mailed back out to her address. She then asked why did I give her check to a "stranger". We understand her frustration and apologized multiple times for the inconvenience. She called us "shady", accused us of holding her money, and also told me on 11/28/22 that if she didn't have her money by Friday, 12/2/22, that she would be at the office, which also came off very threatening. But we do understand that she is just frustrated. She should have her check in the mail very soon. Consumer Response /* (3000, 9, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This isn't about what's on my credit and what's even crazier I HAVE MY OWN APARTMENT IN TEXAS THAT I'VE HAD SINCE 2020 and GOT WITH NO PROBLEMS. But I was denied. It's the about LIONS REAL ESTATE BEING A SHADY AND SCAMMY REAL ESTATE COMPANY. The first lie was the check was lost in the mail since November 4th then ************** said she handed my check to the mailman in a white envelope but didn't tell me a date but told her supervisor she mailed it Monday November 28th. If I was DENIED on the November 4th why haven't I got my check yet. But let me post these conversations from the office manager **************. YOU GUYS HAVE BEEN LYING THIS WHOLE TIME. And let's BE CLEAR NO I HAVEN'T RECEIVED MY CHECK AND ITS NEEN 29 DAYS. I was aware my check would be mailed overnight on November 28th and guess what I STILL HAVE NO CHECK AND ITS DECEMBER 1ST. I don't care if I was denied and y'all owed me $1 it's MY MONEY AND I DO NOT LIVE THERE, SO YES IM GONE BE MAD, FRUSTRATED ABOUT MY MONEY. IT IS MY MONEY. I WANT EVERY PENNY OF THE $350.00 YOU GUYS OWE. AND YES I HAVE A LWAERY SO WHAT. ITS MY MONEY. Y'all so unprofessional and ghetto. How you mad at me ************** for wanting my money? I already have a home in Texas and my rent is paid in full not to mention I've been APPROVED for a second apartment here in Nashville. Y'all didn't stop a thing. And yes I'm gonna do the most because again THAT'S MY MONEY. THE END

• Initial Complaint

  Date:10/31/2022

  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 filled out an application with this arbors of hermitage back in august got denied on the 24th of august was told it would take 45 days to get a refund for the $400 that they seem to be making interest off of. They rude as **** can't tell me when I'm going to get my check even though it's been WELL Over 45 BUSINESS DAYS!!! Definitely thinking about taking them to court because I'm not the only person they have done this too and for them not to be able to give me any answers says a lot which explains the horrible reviews they have

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/11/01) */ Contact Name and Title: Melisa J****** Contact Phone: ********** Contact Email: ******************* Hello Ms. ******** since our last conversation on 10/31 I did inform you that the check had not arrived at the leasing office from corporate office. I had them void the check and reissue another check today. Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) And you also said that it would take 45 days it's over 45 days on 11/1/2022 I was told that it would be there the next day because the check was overnight shipped. I come by 15 minutes before y'all close and what answer did I get? " fedex brought everyone else's check but MINE" how? How is it that I have been told for 2 months straight that my check would be here any day now. How is it fedex delivered everyone else's check BUT MINE that was supposed to be shipped through them overnight? I see sincerely why those reviews are the way they are I see why the BBB has so many complaints in regards to y'all. But this little lady is the sister in law of Eddie H****** and he's most definitely interested in my complaint Business Response /* (4000, 9, 2022/11/04) */ Ms ******** has received her refund via a 3rd party who picked up the check from my office this morning. I contacted Ms ******** this morning and she stated she was at work and asked if she could send someone to pick it up. I agreed.