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:03/30/2025

  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.

  Cornerstone at Overlook Apartments does not have livable apartments. There has been a constant try to get management to get hands on with maintenance at our unit, multiple tries and failures, whole apartment infested with cockroaches, water drainage is more than bad, no hot water for more than 6 months, mold building up inside the bathroom, apartment flooding with dirty water filled with sewage debris and dead roaches. Rent is more than $1,400 per month which we have never missed a payment. Also, a move out form was given to me. I singed it 60 days in advanced as needed per my lease contract. Almost two months later i was contacted asking if i were wanting to re-new my lease contract so now they want to place me under **** status since no one in the management office submitted my move-out form properly even though it was signed by them. Turns out it was not filled out properly by them and they want to ruin my rental history record by putting me as **** status and charging me reletting fees. Management has not made an effort to update me about the situation. Every time I go to the office i get blank answers because no one in staff knows how to operate the front office. After i have been living in these conditions, the owners only keep switching management companies to avoid being shut down. Management companies have been changed at least 5 times in the last two years.

  Business Response

  Date: 04/17/2025

  Good Morning *****,
  
  I hope this email serves you well. Based on the Notice to Vacate provided to the office, you have advised that your notice was submitted on February 17, 2025. This email serves as confirmation that you abided by your lease agreement and submitted proper notice 60 days prior to your lease end date. You will not be charged any fees related to an insufficient notice. 
  
  Regarding your concerns, please see below:
  
  1.Move-Out Walkthrough Appointment
  A pre-move out inspection was conducted with you today, April 18, 2025. Please understand that the purpose of the pre move-out inspection is solely to assess the condition of the unit. Specific pricing for any potential damages is not available at the time of inspection. The final inspection will be conducted after possession of the home has been returned to Cornerstone at Overlook. Once this has been completed 
  
  We strongly encourage you to take clear photos of each room and any concerns. This documentation will be considered during the final inspection and can help if any disputes arise.
  
  2.Habitability Concerns and Related Charges
  We understand and acknowledge the concerns raised regarding mold, pest issues,sewage backups, and outstanding maintenance. Please rest assured, we will adhere fully to the terms outlined in your lease and will not assess charges for issues that are verifiably beyond your control.
  
  3.Retaliatory ************************* team does not engage in retaliatory practices. Any charges assessed at move-out will be based solely on the documented condition of the unit and lease obligations. You are welcome to dispute any items you believe are inaccurate, and we will provide a detailed, itemized summary with supporting documentation.
  
  ******** Notifications and Record-Keeping
  We acknowledge your notice that concerns have been reported to the City of ***********, Fair Housing, and the Better Business Bureau. We respect your right to pursue those avenues and will respond accordingly to any formal inquiries received.
  
  5.Resident Responsibilities at Move-Out
  While we recognize your concerns regarding habitability, standard lease terms remain in effect unless formally waived in writing. Final move-out assessments will reflect the condition of the unit, along with the history of maintenance requests and issues, which we will consider as part of the process.
  
  We appreciate your cooperation during this transition. Please let us know your availability for the walkthrough today, or if you prefer to proceed with self-documentation.
  
  Best,

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

  Regional Manager

  Customer Answer

  Date: 04/17/2025

  Complaint: 23136833
  
  I am rejecting this response because:
  
  A move out walk-through did not take place. Staff was disrespectful and there is no accountability from this business. A revised response to the BBB will be required with factual information. 
  
  Regards,
  ***** ****

  #*** Phase Two 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm currently a resident of Cornerstone At Overlook Apartments, ********************. This is a formal complaint including documentation. I have a lease that is set to expire at the end of 12/24. I've received offers via email to renew my lease as well as leaflets left near my door from the leasing office as shown below. The original email had renewal offers with the expiration date of 1/8/2025 as reflected in a note left on my door. 11/15/24 there was a notice on my door dated 11/15/2024 "reminder", reflecting the lease renewal rates and pricing with an expiration date of 1/8/25. 11/19/24 there was another "Second Reminder" notice placed on my door dated 10/10/24 with the same leasing offers but with an offer expiration date of 11/22/24. I went to the leasing office for an explanation of how a second notice is dated before the first reminder as well as an explanation of how the expiration dates abruptly changed. I was given the run around and told "I can change dates as I please,it's on the letters we left". Which it clearly isn't,as shown in attachments. This is a clear attempt to force me to sign a lease by changing the expiration date. I wish to sign before the original emailed offer at my discretion which is my choice. I do not wish to be rushed into signing a lease just because the office staff is unprofessional,incompetent and have zero communication skills.

  Business Response

  Date: 11/25/2024

  Hello,  
  
  Thank you for bringing your concerns to our attention. I sincerely apologize for any miscommunication or confusion caused by the leasing office regarding your lease renewal process.  
  
  Please rest assured that no resident is ever forced to sign a lease. You have a 60-day window from the end date of your current lease to decide whether to renew or provide notice of non-renewal. Based on your lease's expiration date at the end of December 2024, you still have time to make your decision.  
  
  If you wish to renew your lease, please let the office know at your earliest convenience so we can assist you with the process. Alternatively, if you decide not to renew, kindly submit your notice of non-renewal within the appropriate timeframe.  
  
  Regarding the discrepancies in the notices and expiration dates, I understand your frustration. I will ensure that this matter is reviewed internally to prevent further confusion. Please know that we value your feedback and are committed to improving communication and professionalism within the office.  
  
  Should you have any further questions or require assistance with your lease renewal, feel free to reach out directly. We are here to help.  
  
  
  

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/10/2024

  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'm having a constant issue with being charged through this community for renters insurance. I've repeatedly asked via email and in person to be removed from the community's insurance. I've taken my policy into the office handed it to the manager who entered my policy information into their system and assured me going forward I would not be charged again. This is becoming a monthly issue,***** in the office seems to know how to do their job,will lie to you and say expect a call back the situation is being g escalated, which never happens. I went so far as as to have my insurance agent email the office manager my policy, but to no avail. This is ridiculous,they're trying to force tenants to buy their insurance which is wrong and has to be illegal. This is the first step in getting a resolution to this problem with this community. If a resolution isn't obtained next stop is the local news and legal action.

  Business Response

  Date: 09/24/2024

  Good Afternoon,

  The resident was emailed and advised that he will need to update the additional interested party as of September 4, 2024 to be in compliance with the property renter's insurance guidelines per his lease agreement. Resident communication was also sent out on February 8, 2024, advising of the requirements and how to submit to avoid being charged. Unfortunately, Mr. ****** did not complete until September 10, 2024. 

  Customer Answer

  Date: 09/25/2024

  Complaint: 22266770
  
  I am rejecting this response because: This email was sent AFTER my insurance documents were put in the manager's hand and i was assured for the second time that I was in compliance,charges reversed and,no further action would be needed by me. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/22/2024

  Type:Facilities 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.

  Emailed management to terminate lease for pest issue, no replies. Ive been submitting request for pest control and they do come but pest is still an issue. Ive spoken to management in person and they tell me that i would have to pay 2 months worth of rent and give 60days notice. I currently work from home and have issues when cooking a meal or working in my workstation because of this pest issue.

  Business Response

  Date: 06/12/2024

  Good afternoon,

  While the resident had placed service tickets requesting pest control treatment for roaches, he at no point alerted the leasing office that the issue was beyond needing just treatment.  Pest control was sent on Tuesday of anytime the resident requested treatment.  The resident then came into the office and wanted to break his lease due to the pest issue.  I explained that we would need to confirm with the pest control company is condition of the ***** problem to determine if it is something we could not just treat. As it was the first time, we were being alerted that the problem was beyond just a request for a treatment.  We also had not had our pest control company provide any information that the apartment had a pest issue that was extreme. I explained to the resident that we would schedule an inspection of his apartment from the pest company.  I then emailed the resident to alert him that we would doing the inspection.  The resident emailed me back and said he was going to be out of town on the Friday that the inspection was scheduled for and asked for us to reschedule it.  I explained in an email that due to the extreme issue he is bringing to our attention we would need to get into the apartment as soon as possible.  Our vendor arrived on that Friday, and when we went to the apartment, we found that the resident had changed the key.  We then had the apartment inspected on the following Tuesday when the pest company was on site and the resident was home.  While the pest company did find evidence of roaches, they confirmed it was not treated able and was not an extreme case.  In my conversations with the residents, we offered him an option to transfer apartments, for him to stay in the apartment and for us to treat the apartment, for him to break his lease and pay the lease break fee, or to break his lease- apply and move into our sister property in *********** and not pay any lease break fees.  I made that last offer when he came to place his notice and he said he did not know where he was going to move to.  Please do let me know if you need any documentation or have any questions I may have missed.  Thank you.

  ***********************;

  ***************************************************;

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****************************

• Initial Complaint

  Date:01/03/2024

  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.

  Seems they are charging me twice on utility

  Business Response

  Date: 01/24/2024

  We encourage every resident to stop by the office if they believe there's an error in their ledger concerning their utility bill.  We do explain to every resident when they first move in that water is behind two months (allocated) and they should be getting a utility charge two months into their lease agreement.  After checking **************** ledger I don't see the system over charging for water, there's two charges one for water and sewer and other water fees.  This can be explained to him with no problem if he can stop by the office. 

• Initial Complaint

  Date:08/24/2023

  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.

  I was living at Cornerstone at Overlook. My lease ended on July 31, 2023. I have been hit with many charges for the month of August even though I do not live there anymore, and have also been charged with the cost of carpet replacement. The move-out statement and image uploaded to the resident portal don't even describe/show the issue. I've tried contacting the person in charge of billing who also happened to be the one to inspect my apartment, but I've been told for multiple days that she is unavailable.I have an issue with the various charges, but mainly the carpet replacement. I know for a fact that I did not leave the carpet in a damaged/stained state. This makes me quite furious as I spent quite a bit of time cleaning the apartment, and can say definitively that I left it in a better condition than when I moved in.There is the issue of the bathroom sink being cracked, rusted, and leaking, which was never adequately repaired even after multiple requests, which caused damage below the sink, and likely to the carpeting. There were already bumps, stains, and creaking sounds from different areas of the carpeting/flooring even when I moved **** big issue was when the washer and dryer were installed (a month late) into the apartment by their maintenance guys who stepped into my apartment with dirty/muddy boots, in which I had to clean the carpeting afterward. I also found the water sprinklers in the apartment leaking water into my apartment one day about 2 months before my lease ended, soaking/damaging part of the apartment, mainly the closet. The maintenance guy for that occasion came 2 hours later after I made the emergency call, and left muddy prints on the carpet. To top it off, after "mostly" stopping the leaking, he said he'd come the next day to finish the repair but he never did. I was home all that day.I want a refund on all of this month's charges that don't deal with previous months living expenses, and want the carpet replacement charge dropped.

• Initial Complaint

  Date:05/10/2023

  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.

  When we arrived to move in, we advised management on property that the unit was unfit. There were multiple safety issues and hazards. Management was slow to respond and took care of some items but the unit was sub-par. Upon move-out, they assessed ** a damage and cleaning fee despite the problems having been there at move-in and our email documenting all of it. They kept my security deposit and sent the fee to collections agency. This is affecting my credit and ability to seek future housing. I have sent numerous emails and call many times seeking a simple email from them acknowledging the unit was in same condition as move-in and they drop any claims to damage and/or cleaning fee. They keep making excuses.

  Business Response

  Date: 05/11/2023

  We are all new here at Cornerstone at Overlook. I was able to find documents regarding ****************** move-out charges. Attached you'll find an email from ************** to he property 8/27/22. Then you'll see the move-out charges, charged to his account on the day he moved out. Comparing the two it looks like he paid a $150.00 deposit and was charged $336.01 in damages upon move-out. After his $150 deposit was applied it left a balance of $186.01. He wasn't charged for anything he had listed at move in and I'm guessing they sent the balance to collections. I would think if ************** paid the $186.01 balance to the collection agency he would have proof of payment. Please let me know if you need anymore details. Thank you

  Customer Answer

  Date: 05/11/2023

  Complaint: 20036885
  
  I am rejecting this response because: the unit was left in good shape. The charges are excessive. Items charged on move out include and not limited to Pest Control, Carpet cleaning, and Blinds. It is not fair to charge for me for what appears to be years of neglect in that unit. You can tell from my email upon move-in that the unit was in substandard condition. I am requesting that Cornerstone waive the balance owed. I do not feel we even owe the $150 deposit that Cornerstone kept but I am willing to let Cornerstone keep it as a goodwill on my part. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/09/2022

  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.

  On May 19th, 2022 I submitted an application online for an apartment. I called to make sure they had availability for the time frame I was looking for and was told yes by the receptionist. I proceed with the application and paid the $56.95 for the app fee. I waited a few days and called on Monday May 23rd to check on the status of my application. The receptionist informed that I had been approved but with conditions and that I would have to speak to ******* the leasing agent to get more details. She instructed me to call back within a few hours as This ******* was in a meeting. I called back two hours later only to be told ******* was not actually in office afterall and that I would need to call back the next day. I called the next day, May 24th, and again, ******* was in meeting but I was approved with conditions and she would go over the details with me. Was told to call back in about an hour by the receptionist. I called back 2 hours later and was told AGAIN that ******* was gone for the day. After going back and fourth and requesting to speak to the property manager, who by the way, refused to speak to me, I was told my application still hadnt been processed and they were working on it. At that point I requested my money back and was told I would get a refund via check by mail. Provided my mailing address and a few days later received the check, which was short 6.95$, but none the less I signed the check and deposited it into my checking account. 3 days went by as my bank procedure goes to verify and process the check, only to find out the check had bounced/came back as returned. I called and again Im being given the run around which is totally unfair and I dont understand why. I was nothing but nice and patient with the receptionist. This complex is clearly poorly managed and I would just like my money back, in full. Very unprofessional and not how you conduct business or treat people.

  Business Response

  Date: 06/13/2022

  We have been in contact with the applicant directly and will be re-issuing a refund payment caused by a system error.

  Best Regards,