Complaints

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

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  United Apartment Group

  7334 Blanco Rd Ste 300 San Antonio, TX 78216-4350

• 

  United Apartment Group

  8701 Town Park Drive Houston, TX 77036

• 

  United Apartment Group

  1300 Wilcrest Dr Houston, TX 77042-1614

• 

  Vintage Crossing

  405 E Church St Cuthbert, GA 39840

• 

  The Parks at Granite

  3308 Eddy St. Amarillo, TX 79109

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:04/01/2025

  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 inquired about an apartment in June of 2024 at *********** Apartments in *********, **. After my application was done the property manager at that time, *******, stated that if I wanted an apartment to bring my $500 money order quickly in order to ensure I get the unit. I bring my money order on August 8th 2024 which ******, the leasing agent at the time, witnesses. Times passes, I hear nothing from *******. I go to the office and it's the same story. Someones getting evicted and I will be assigned that unit. Finally in Jan. 2025 I get a call from ******* saying the apartment is ready. ****** shows me the apartment and it's rundown with graffiti on the outside walls. I declined the apartment and ******* seemed very irritated and ensured me I would receive a check for my $500 deposit. I did not receive anything. I requested they contact ******* and they declined. Since I have paid my deposit ******, who's now the property manager, suddenly had amnesia. She has been there and witnessed everything i've said and now she dosent know anything about the situation. I have talked to ***** ******* and she has outright said she isnt trying to help, I've spoke to her 3 weeks ago and she had made it clear that there is nothing she can do for me. Although I dont have my money order receipt I do have my bank statement showing the amount and where I bought the money order. I just want my money back so I can look for another apartment.

  Business Response

  Date: 04/14/2025

  We have reviewed all the history to your claim and unfortunately, we are unable to locate any receipt of your money order.  I recommend reaching out to the issuer and filing for a lost money order. Please let us know if you are able to obtain a copy of the front and back of the money order if it was somehow overlooked and processed.  

  Customer Answer

  Date: 04/14/2025

  Complaint: 23146550
  
  I am rejecting this response because: I feel as though future tenants and current tenants money is handled in an unprofessional matter. United Apartment Group, ******, and ***** had not provided any assistance in looking for the money order nor have they had any sense of urgency or interest in the matter what so ever. This investigation is pending and it is not closed yet. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/22/2025

  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 have had a mice infestationn for months now. And they refuse to take it seriously.

  Business Response

  Date: 03/24/2025

  ***************** has responded to every complaint regarding mice issues in Ms. ***** apartment. They have had pest control treat the unit several times, including a visit from the supervisor of the pest control company on Friday March 21st, 2025. During that visit, the supervisor noticed and took pictures of major housekeeping issues that need to be addressed before the mice issue will be able to be resolved. Management has addressed this housekeeping issue before. Management has also gone into Ms. ***** unit to check for any holes where the mice could get in, the exterior of the building was also checked and a video was taken to show there are no areas where any rodents could enter. There are several traps and bait boxes set around the exterior of the building as well. 

  Customer Answer

  Date: 03/24/2025

  Complaint: 23101835
  
  I am rejecting this response because:
  The measures taken have NOT been effective. The pest control supervisor even stated " the bait traps were still full, And had not been touched by the mice". Greentree is also lying about management addressing a house keeping issue. Not 1 single time has any one said anything about house keeping issue.  Housekeeping may be in baskets, due to me having to clean mice droppings. Everything is documented. Even after pest control, I am STILL seeing mice. And again , pest control stated themselves, the bait traps aren't being used my the mice. 
  Regards,
  
  **** *****

• Initial Complaint

  Date:03/11/2025

  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.

  Community took my money and didnt provide the apartment that I was suppose to move into. Spoke with multiple leasing personal even the lady from their corporate office. Stated that she couldnt do anything about the issue left me with no apartment causing me to be homeless.

  Business Response

  Date: 03/12/2025

  Hello,

  May we please get the community this is in reference to so we can involve the correct parties to get this looked into.

  Thank you so much. 

• Initial Complaint

  Date:03/10/2025

  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 am writing to formally dispute the eviction claims and associated charges reported on my credit file. United Apartment Group is the parent company to my apartments *************************************** in ************, **. I believe that the information provided by this company is inaccurate and does not reflect my true rental history. The eviction record listed under my name is erroneous, as I have never been evicted from a rental property. I request that you thoroughly investigate this claim, for I have no record of ever being subjected to an eviction nor the process. After not receiving a renewal lease agreement for the 2022 year, I kept paying my normal rent (non-written nor verbal month to month payments) until November of 2022. I put in a 30 day notice November 14, 2022 and moved out December 14, 2022. I returned the key on December 14, 2022 to Ms. ******** in the leasing office of ************************************** *************** to my apartment ***********************************). Riverside Park staff was responsible for Frisco while trying to get agent in ****** office.I have attached the 30 day notice email as well. I do not *** this company anything and until I am presented with the legal eviction notice from the courts binding me to this debt it is invalid. In accordance with the Fair Credit Reporting Act, I respectfully request that this inaccurate eviction claim be removed from my credit report, as it is not supported by any factual evidence or proper legal documentation. United Apartment Group nor the ************************/ ********** of ***** ******* have yet provide me with any legal documentation or official legal court documents to support this eviction.

  Business Response

  Date: 03/26/2025

  I, ******** *********, had nothing to do with Ms. ******* move out. I was not the Property Manager at that time. She is claiming to not owe the balance, but looking at the ledger Ms. ******* did not pay her full rent in December, nor did she pay half. I have attached her ledger and the *** for her account. I also attached a note that was in the system stating she gave a notice to vacate 12/15/2022, but 1/19/2023 she was still occupying the unit.

• Initial Complaint

  Date:03/05/2025

  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.

  United apartment group. Specifically "*****" of management added charges to our rent that were not covered in our lease. We are currently seeking cival legal help to pursue some sort of case.. This happens multiple times a year and we physically and mentally can't take much more. After nicely going in I was rudely attended by, *****, the manager which quickly changed my attitude towards her. The original story for this escalation is, we have been having our packages stolen off our porch. We escalated last week when our stuff was stolen that, we put a note in the hallway telling whoever to bring our stuff back or we were reporting them to the management of the apartment. After leaving the note out over night, our packages showed up on our porch. I escalated to management that someone stole them, opened them, and put them back after realized we knew they were taking them. Fast forward 1 week later, there were 2 trash bags in the hallway. Management said they went through the bags and found OUR STOLEN PACKAGE LABEL in the trash and charged us more on our rent. There is NOTHING on our lease agreement that says they can if it was our trash. They needed to violate us if they thought we were throwing our trash out on the stairs.

  Business Response

  Date: 03/05/2025

  Good Morning,
  In response to your complaint, please be advised that all residents received a warning notice regarding the policy on leaving trash in hallways, stairways, balconies, and in front of doors. This notice is attached for your reference.
  On January 27, 2025, a violation was issued to residents ******* ******* and **** **** of unit B276, which is also attached. The property ****** found two bags of trash in the stairway of Building B and, upon going through the trash, discovered letters addressed to the residents. The ****** took a photo of the trash bags and items with the resident's name on them, as he does with all trash found in common areas.
  Additionally, I have attached a copy of the lease contract for your review. On page 3, section 9, it states:
  "You must promptly pay or reimburse us for loss, damage, consequential damages, government fines or charges, or cost of repairs or services in the apartment community because of lease violations: improper use, negligence, or other conduct by you, your invitees, your occupants, or your guests; or, as allowed by law, any other cause not due to our negligence or fault, except for damages by act of God to the extent they couldnt be mitigated by your action or inaction."
  Mr. **** did not come to the office to inquire about the charge until February 3, 2025. During our conversation, Mr. **** expressed dissatisfaction with the charge and became upset. I informed him that I would need to discuss the situation with my Regional Manager. He continued to use inappropriate language, at which point I asked him to leave my office. Afterward, I consulted with my Regional Manager, who decided to remove the charge. I have attached the ledger, highlighting where the charge appeared and was subsequently removed.
  Furthermore, Mr. **** reached out to the corporate office and spoke with the Regional Supervisor, who confirmed that the charge had been removed.
  Please let me know if you need any additional information from me.
  Thank you,
  ***** Zamarron 

  Customer Answer

  Date: 03/05/2025

  Complaint: 22894371
  
  I am rejecting this response because: after deep diving our next months rent. The has been a gas bill on our rent every month and we live in an gasless apartment. After reaching out we still have had no response.... this must be the worse place to live in ********

   

  
  Regards,
  
  **** ****

  Business Response

  Date: 03/05/2025

  I am writing in response to *** ***** complaint regarding the gas service and the charges associated with it. After reviewing the situation, I can confirm that *** **** does indeed have gas service. The majority of our complex is connected to the boiler system, which operates on gas and supplies hot water to all residents, including *** ****.
  Additionally, I have attached an addendum detailing how gas charges are applied to the residents. This document includes *** ****** signature, confirming that he was made aware of the gas service and its associated charges.
  Please let me know if you have any further questions or if additional information is needed.

  Thank You 

   

• Initial Complaint

  Date:02/25/2025

  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.

  It took me to leave a review on ****** to get a response. I wanted to state that I have never recieved the final bill and would like that sent to me whether it's through mail or email to see what my charges are and the assistant manager at the leasing office Kam never sent me any pictures or any other information on the damages. I have provided the leasing office my current address so if it was sent out I never recieved it. I also had to basically leave my apartment due to a domestic violence situation and have brought it up to the staff several times so I could get out my lease early and head home for my own safety. I had been dealing with the ********************* in ******** and have documented proof of the abuse I endured while in that apartment. I do not have a restraining order on my ex but by law documentation from a third party should've been accepted to break that lease.

  I have been trying to get this issue resolved for the past couple of weeks and have been getting the run around. The advocate that I am working with and myself have been trying to speak with the property manager for the past couple of weeks but she is never in the office. My lease ended on 1/31 and I paid for the month of January. I had sent an email to the Granite At 34th in Amarillo leasing office around either January 8th or 10 asking if there was anything else I needed to do to close out this transaction and never recieved a response from anyone so I assumed everything was good. I had even called up there a few times prior to that for reassurance and was told all I needed to do was pay off the month of January and I was good to go. Now I am being charged a close out fee and I have no idea what that is or what it entails. I have done some research on the matter and have found that a close out fee is not typical with an apartment complex so I want to know what my money is going towards before I pay anything. Everytime I call up there to speak with the property manager *****, she is never in the office. I have spoken with ****** a few times and when I ask her to provide me with the managers email so I can speak with her directly she gets silent so I'll think she hungup the phone to get me off of it. When I call back immediately after it's almost like the phone is disconnected. This is very unprofessional and I just want a supervisor or higher up to explain to me what this fee is so I can get this issue resolved. The times I have physically gone up to the office while living there ***** was usually there so it seems likes she's avoiding my call. The advocate and legal aid I am working with have gone up there in person as well and ***** is never available and we are getting nowhere with this. I have also left a voicemail and email with corporate and have yet to receive a response.

  Business Response

  Date: 03/24/2025

  Hello,

  Unfortunately UAG no longer manage this property and have not for some time.

  I'd be more than happy to try and help you get in contact with someone from the new management.

  Please let me know.

  Thank you. 

• Initial Complaint

  Date:02/25/2025

  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 have rented from this place for over 12 years. I have no way of getting in touch with a property manager. My refrigerator has been out of service for over a month. I have left several messages on the emergency hotline as well as messages for the regional manager. They continuously want rent on time but will not do any repairs. It amazes me that repairs go unattended, but they can find time to put late rent notices out. I just want a new refrigerator. I lost all of my food and we have insulin that required to be refrigerated.

  Business Response

  Date: 03/13/2025

  Hello,

  We're in receipt of your issue, can you please provide the property information so I can get you immediate attention. I will also ensure that overhead is made aware of this. 

  Thank you.

• Initial Complaint

  Date:01/06/2025

  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.

  This is regarding the ************** complex in ***************, **. They never keep anyone in our office and I have been without heat this entire winter and last. They were not in the office all year for me to sign a new lease despite my many calls and even missing work to go to the office. They had me finally sign my lease for 2024 a couple of weeks ago. I was told they would not back charge me for the rent on that lease since they had not changed the amount in the system and there was no current lease. Now they are charging me back pay for last years rent because they failed to update my lease and/or update my account for the amount that was due.

  Business Response

  Date: 01/28/2025

  Good Morning, 

  **************'s Office is open Monday through Friday from 8:00 am to 5:00 pm with an exception of lunch from 12:00 to 1:00. In regards to the heat, there was not a work order placed to let us know the heat was not working.  Maintenance stated the heat was working in her apartment when arrived the same day as the compliant was received. Ms. ****** ledger shows the correct charges as of the day she signed her lease.  There were several attempts made for Ms.  ****** to renew here lease in the office.  

• Initial Complaint

  Date:12/12/2024

  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.

  I attempted to get a 3 bedroom apartment at ********************************** 2819 s **** *************************,Tx .I put down a $300 deposit to hold it and then I paid $1175.00 for the first month prorated rent, when I was given the keys I went to look at the apartment alone cause the manager didnt not do a walkthrough with me and I found out that the apartment had not been cleaned or repaired since the last tenants moved out, I took many pics of the multiple issues that I found and reported it to the manager. I was told that they would have it ready to move in by the end of the week but once Friday came around I went back and nothing had been done yet again. At that point I asked for a refund of all the money I paid but they first refused to do so because they have given me the keys and lease was sign. After a week of attempting to get my refund they finally agreed to do so as long as I turned in keys before end day of October ******* and I did. Then was told over the phone that I needed to prove a address where they can send my refund, gave them a address and then was told it would take about 30 days before I receive it, 32 days later I did receive a check in the mail but it was only for the amount of $1,074.00 when I should have gotten back $1,474.00, so now I am submitting this complaint asking for the remaining balance of $400 that is owed to me. I should my full amount back this situation had my ******** living place to place which was not an easy situation.

  Business Response

  Date: 12/12/2024

  Hello! The *** Group no longer owns or manages ***** Cadiz. Please reach out to the respective management company to assist in resolving. Thank you!

• Initial Complaint

  Date:11/22/2024

  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.

  To Whom It May Concern,I am writing to formally complain about my recent experience with Peach Tree Apartments and the unjust $211 debt charged to ***** a tenant for 21 years, I faced numerous unresolved issues, including:Severe Water Damage: My apartment was flooded due to an upstairs neighbor, resulting in over $2,000 worth of damage to my personal furniture and creating a risk of mold growth that was never addressed.Air Conditioning Issues: My A/C unit was out of service for 23 days, far exceeding the legal timeframe for repairs.Pest Infestations: I lived with a ***** infestation caused by the upstairs neighbor for more than four months, which was only resolved after their departure. Additionally, we experienced a fruit fly infestation that lasted over six months without any response from management.I notified the management, specifically ****** ********, over a month in advance about my intent to move out. When I attempted to turn in my keys on August 30, 2024, I was informed that ****** was on vacation for over two weeks and was unavailable to conduct a walk-through of the apartment.Despite my efforts to communicate my concerns, including multiple attempts to reach management and discussions with maintenance staff, I received a bill for prorated rent, pet rent, and charges for alleged damages that I do not recognize due to the absence of a walk-through.I recently received a debt collection letter from *********************** regarding this debt, which I firmly believe is unjustified. I demand that this debt be removed from my report and that Peach Tree Apartments cease any attempts to collect this debt. I also demand that Peach Tree Apartments address the numerous issues I faced during my time there.I will attach proof of the bill I received for the $211 and the debt collection letter from *********************** for your review.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Afefeh *******

  Business Response

  Date: 12/05/2024

  Based on the complaint here are the details that we have a record of for this household.  An appointment with the ********* was set for August 23, 2024, however they did not bring the keys to the leasing office or show up for that appointment.  Instead, they brought keys in on September 3, 2024. The manager did not take 2-week vacation, she was in training the last week of August 2024. Holes in the wall were present during the move out inspection in the living room and dining area, see attachment.  The lease did not legally expire until September 30th, 2024, which the household has provided a copy of. The household has a legal obligation to pay through Sept 30, 2024, however they did not provide a 60-day written notice which is required to terminate the lease.  The household was not charged for the failure to provide the 60 days' written notice as required.  We prorated Sept's rent for the household even though they were obligated to pay a full month's rent prior to move out.  Rent was due in full on Sept 1, 2024.  The lease break free of $350 was not billed in full as a courtesy.  The holes/damages in the wall were $50 each x 2, prorated rent charged @$109, $200 was charged for failure to provide the 60-day written notice, prorated pet rent was $2 which left a balance of $411. The security deposit of $200 was applied towards their balance due of $411 which left a balance of $211.  I have attached the move out statement that each adult signed when they keys were returned. 

  Thank you for your time. 

  Sincerely, 

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