Complaints

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

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  Harbor Group Management Co., LLC

  999 Waterside Dr Ste 2300 Norfolk, VA 23510-3324

• 

  Harbor Group Management Co. of Virginia

  4411 N Federal Hwy Pompano Beach, FL 33064

• 

  Braddock Lee Apartments

  2423 Menokin Dr Apt 11 Alexandria, VA 22302-1717

• 

  The Meadows at Marlborough

  141 Broadmeadow St # A8 Marlborough, MA 01752

• 

  Hollybrooke Condo Association

  Seven Corners, VA 22044

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:04/09/2024

  Type:Customer Service 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.

  Hello ……. I moved into apartment 1021 on January 27 , 2024. To date I have not had access to a functional cloths dryer. While this was immediately reported to the office and with several attempts to correct it, I am still without a functional dryer. This has forced me to dry my cloths by hanging them all over my apartment and on a balcony full of pollens. This does not exemplify the upgraded apartment I was promised and paid for. May I please request for an immediate replacement of the dryer with a functional new dryer or at a minimum with a functional used dryer. For obvious good and valid reasons, I cannot afford to go through another week without a functional dryer. I was also previously informed that since I have not had the pleasure of a functional dryer, my rent will be discounted for the months that I have lived without it. May I please request that you refund the appropriate discount amount as soon as possible. I hope that these requests will be immediately administered to resolve these ongoing discontents. I have sent the same email to the leasing office but no response from their end

  Business Response

  Date: 04/17/2024

  Property management has been in contact with the resident regarding their concerns. The dryer has been serviced by a maintenance professional, no issues were found, however as an act of good faith, the dryer was replaced and property management advised the resident to be mindful of overstuffing the dryer, as that may cause the need for increased usage in order to laundry to fully dry.

• Initial Complaint

  Date:04/05/2024

  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 into the *** ******** complex in March 2023 and I had little to no issues with the property management team during my lease. I would like to credit this to the fact that I did my best not to cause issues in the complex. In February of 2024, it came time to start reviewing for lease renewal. Due to outside financial concerns, the raised rental pricing was something I did not want to take advantage of and decided to move out at that time. At that point, I provided a Notice to Vacate as directed in my lease utilizing the portal provided by the complex. I did not receive any confirmation of receipt for this submission but being that this is my first time renting, I was unaware that this would be needed for something done on their own site. On April 1st, after completely vacating and cleaning the apartment, I visited the office to drop off both my mail box and apartment keys. This was prior to the end of my current lease on 4/2. At this time, the office manager referenced that they had not received my notice but would discuss this with their management. I have had continued email correspondence between myself and these managers attesting to the fact that a notice was provided and the team has tried to hold me responsible for the error of their website. Originally, they attempted to charge me ******** for the vacant one bedroom apartment saying I was responsible for this due to them not receiving my notice. After further argument and stressing that I no longer even have access to the unit due to the keys being in possession of their office, the upper manager came back saying that I now only owe the base rent for the month of April equaling out to ********* The wording of their email implies that if I do not pay these fees, they plan to utilize my deposit to fund this and send me a bill for the remainder. The entire interaction seems like a con to keep my deposit after seeing that it was left in near perfect condition which I have pictured.

  Business Response

  Date: 04/08/2024

  Upon move-in, residents receive a welcome packet that includes what is required when residents chose to vacate *** ********. It is clearly stated that, "Before moving out, you must notify the office of your 60-days notice in advance. It is required that you sign a notice to vacate agreement that will be generated and signed via your resident portal. Once you input your notice on the portal, you will receive the documentation form the leasing office. Your notice is NOT COMPLETE until your written NTV is signed by both parties."

  With that, property management followed company protocol. 

  Customer Answer

  Date: 04/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: though I completely understand the details listed in the information listed in this packet, I have such a notice in your portal. In the LEASE I signed, those details are not listed. It just advises to provide a notice to vacate within 60 days, which I did using your portal. I trusted the validity of said portal being that I had used it for prior issues. I had not indication that the notice was as processed. Also, would you be okay with paying rent for a home YOU DONT EVEN HAVE ACCESS TO? The error in your site not sending documents is not the tenants error. The error in your portal should not be held liable to your CUSTOMER being that I did my due diligence. Would it be reasonable for me to continue to sign a lease with a new complex and completely vacate the property if I was under the impression that I was still under contract with *** ********? Will it be logical to STILL RENT from a property managed by Harbor Group if I knew I was beaching any contract with your company? I have only taken these steps in sheer desperation as I cannot fulfill my financial obligations to two of YOUR PROPERTIES at the same time. 

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/04/2024

  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 RENT a townhome a* *********** *******, My water and electric is through NEP, On Jan 9th 2024 my water meter read that there was *********** water usage which is absolutely through the roof for a single mom with 2 kids renting a townhome to consume that much water is NOT even humanly possible!! They refuse to do an adjustment bc they said the property manager stated there was leak. Which still should be the property manager responsibility and not me the renter! No one will help me nor NEP or *********** ******* they both are stating its my fault however I do not see how that is possible. My toilet was leaking and the flapper was malfunction these is a maintance issue not a tenant issue I paid over * ***** of my savings on this water bill and now all my savings wiped out. I feel EXTREMELY TAKEN ADVANTAGE OF AND ALSO ROBBED!

  Business Response

  Date: 04/08/2024

  Property management has been in contact with the resident regarding their concern and is actively working with them and NEP to resolve the issue. 

  Customer Answer

  Date: 04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am only rejecting the response based on the fact that this is still ongoing. Once I have a solution and hopefully a refund on my payments made to NEP we can resolve this. 

  I appreciate the fact that ****** ***** *** *** are working together to figure out what happened to my water meter on 01/09/24
  
  Sincerely,
  ***** ******

• Initial Complaint

  Date:04/01/2024

  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.

  Date: 03/02/2024: Made paymt $******* through portal, bank account After payment, I signed up for autopay service (unknowing on 03/04/20204 I would be charged again **********ncurring a *** *** fee). Date: 04/01/2024: Logged on to portal, unable to make a payment, there was a block. I contact the front ofc (asst mgr) explained the issue. She indicated that it should not be an NSF fee, however, she's unable to change how the system processed the error. I advised I was unaware that after making a payment on 03/02/2024; I signed up for autopay-unaware that I'd be charged twice for march. The Asst Mgr. stated, I apologize but this happens all the time, the manager would not offer a credit, and we cannot offer a credit or reinstate service that allows me to pay online. I asked for a manager's assistance, in which she indicated this is the 2nd NSF fee on my acct and the system will not allow her to correct the issue. I would now have to call the leasing office monthly to make a payment or come into the office during business hours. Very unacceptable and poor customer service overall as I issue was disregarded, and the representative continued to speak over me. At this time I would like access to make payments online and a credit for the *** *** error.

  Business Response

  Date: 04/04/2024

  Property management has been in contact with the resident regarding their concern and explained company's non-sufficient funds protocol which is, the community's online rent payment software automatically blocks resident accounts from being able to process payments online after two payments are returned due to non-sufficient funds. 

• Initial Complaint

  Date:03/20/2024

  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.

  It started in October 15, 2023 is when the mold first became visible to my eye. It was seen on the master bathroom air vent and bath tub corners. I emailed the office and filed a work order for them to check out what was going on and to change the air vent. On January 9 2024 I came back from a weekend out of town. When I came back I seen my clothes, shoes, furniture, and apartment walls were infested with mold. I contacted my apartment building office about the issue of the inhabitable rapid mold growth in my apartment. They sent the maintenance supervisor to come check it out and all he did was paint over one spot of mold but did not check out the rest of the apartment or the issue of mold growth in depth. On February 27 I went to the apartment office building to file another claim when I realized the mold growth was becoming visible to my eye again as I was able to see it growing on my clothes and shoes again. On February 28 Ariel one of the maintenance workers deemed our apartment inhabitable due to lack of circulation and rapid growth ALL OVER causing thousands of dollars in damage to shoes, clothes, and furniture due to your negligence on the issue. On March 4 I met with the property manager and asked if we could find a solution to solve this issue either they would move us to another unit and or let us break the lease. The property manager told me they will not move us to another unit because the mold growth was our fault due to "AC misuse".

  Business Response

  Date: 04/02/2024

  Property management has been in contact with the resident regarding their concern, completed mitigation efforts, provided the resident with a copy of the Mold Information and Prevention Addendum signed at move-in, and considers this complaint resolved. 

   

  Customer Answer

  Date: 04/03/2024

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

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service 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 03/12/24—03/13/24, I personally was emailed from ***** the manager at ******* apartments about a work order that was put in of a window crack. Stated in the work order I said the crack had been in window from when we moved in, but with the weather changed from cold to warm it progress and Is still cracking. From move in this crack had been on this window but we were not give the paperwork for apartment walk through. Nor did we get a tour of apartment before move in date. When move in day came I documented with pictures that have Date on it. ***** said a charge would be placed for *** for this window that I personally didn't damage. She asked if I wanted it fixed or not so I told her no, we will just leave it. She then had already posted to my hgliving account $****** and made it to where I could not delete a work order. She accused me of damaging property that I did not do. With evidence to prove this. I want my money back for not neglecting nor breaking property by force. I continously stated myself and mother nor my kid's damaged this already cracked window at move in to present. *****, has been nothing but rude to me since I've been living with my mother. She has called me stupid over a phone call for me staying with my mom for 2 weeks. Stated I can't even visit my mother at that time. Threatened my mother and so much more. On *** they have many complaints just like mines. If I did not break a window how can you discriminate against me every chance She gets. She is a very unpleasant woman. And I do believe she is prejudice! I just want back my money for something I didn't do and have repeatedly stating it was the weather and the crack was there at move in but again we never got the paperwork!

  Business Response

  Date: 03/14/2024

  Move-in conditions forms are due within three days of move-in. If there was a crack in a window upon move-in, or if the window was damaged by a staff member, it would be covered by the property. Work orders submitted after the initial move-in period are subject to be charged back to residents. The lease on the complainant's apartment home began on ********* the move-in conditions form was not returned to the office, and no mention of a window needing repair was brought to the attention of the management office at the time of move-in. Therefore, property management followed company protocol. 

  Customer Answer

  Date: 03/15/2024

  When lease started on ******** THAT CHECKOFF LIST WAS NEVER GIVEN NOR WAS A TOUR GIVEN. THERE ARE DAMAGES THAT WERE DOCUMENTED WITH PICTURE'S  AT FIRST DAY OF MOVE IN. ALSO, HAVE EMAILS OF DAYS PRIOR TO STATING THE APARTMENT WAS NOT AVAILABLE TO TOUR. I WAS ASKED IF I WANTED THE NEW WINDOW OR NOT BUT ***** MADE IT VERY CLEAR ON HOW SHE ADDED THE ***$ CHARGE TO MY ACCOUNT EVEN WITH ME ANSWERING HER "NO, I DONT WANT THE WINDOW". I NOR MY DAUGHTER OR GRAND CHILDREN HAVE DONE DAMAGE TO THIS WINDOW! NOR APARTMENT! I HAVE MY NEIGHBOR WHO HAS THE SAME ISSUE BUT THERE NOT TREATED LIKE THIS. THEY'RE NOT PAYING FOR OBVIOUS REPAIRS. BUT I AM? AN ASSUMPTION WAS MADE AND SHE THEN DID WHATEVER SHE WANTED BECAUSE SHE COULD. ITS NOT PROTOCOL TO PUT A CHARGE ON ACCOUNT AND HURRY TO PROCESS THE WORK ORDER SO I COULD NOT DELETE THE WORK ORDER. SHE DID THIS ALL ON PURPOSE.  I SAID I COULD NOT AFORD SOMETHING THAT I NEVER BROKE. THIS IS UNEXCEPTABLE

• Initial Complaint

  Date:03/12/2024

  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've have moved out of the community was notified I had a credit to be issued with my deposit I let everything go through accordingly I've have called 4 times was promised a call back the last time to discuss now no one picks up the phone and I am hitting road block after road block

  Business Response

  Date: 03/12/2024

  We are unable to assist in a resolution to this complaint without knowing the name of the vacated community. 

• Initial Complaint

  Date:03/11/2024

  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.

  I have lived at this property, ******* since summer 2020, with no real problems or concerns. October of 2023, while cooking on the glass top stove, I heard a loud pop. I was unsure of what happened until after I finished cooking. Once the stove cooled down and I wiped it clean, I noticed one long crack on the left side of the stove and several micro cracks on the back left burner. I was cooking soup using a normal pot and low temperature. I submitted a maintenance request to inform the complex of the issue. I even spoke with a maintenance guy about what happened. He told me, sometimes this happens with the glass top stoves. On 10/10/23, management emailed me saying I would be responsible for the price of a new stove with a **** quote attached. Management also suggested I file a claim with my insurance company in hopes they will cover the new stove. 1. I should not be responsible for something that happened on its own. 2. Management never sent anyone to look at the stove, but actually told me I caused the damage. 3. Management suggesting I file a false claim on my renters insurance in hopes of getting the stove replaced is disturbing. I cannot in good conscience do such a thing. 4. Management is not concerned about me and if I’m even able to prepare food since the stove is damaged.

  Business Response

  Date: 03/14/2024

  Property management has been in contact with the resident regarding their concern and are actively working to complete repairs. 

  Customer Answer

  Date: 03/19/2024

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

• Initial Complaint

  Date:03/01/2024

  Type:Customer Service 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 are having an issue with parking. Some residents are taking up all the parking spots. One resident has a lot cars parked in spots. Other residents can not find spots to park in. Apartment management has been contacted a few times about this issue. This is at ******** Landing in Delaware Ohio. The amount of rent we pay. We should not have these issues.

  Business Response

  Date: 03/04/2024

  Property management is addressing this issue raised by the resident by informing residents about parking regulations, reminding residents to utilize their garages, and posting cars that are in violation.

  Business Response

  Date: 03/04/2024

  Property management is addressing this issue raised by the resident by informing residents about parking regulations, reminding residents to utilize their garages, and posting cars that are in violation.

  Customer Answer

  Date: 03/05/2024

  
  Complaint* ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 03/05/2024

  
  Complaint* ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/29/2024

  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 reside at ********* ***** Apartments located at, **** ****** *** Lewisville, Texas ****** I moved into a unit in February of 2023. My complaint is in regard to unreasonable late fees that I am continuously being billed for. I am being charged late fees for utilities such as gas, water and sewer. Utilities that are billed/payed separately per my lease agreement under Lease Details (M.). I receive a separate bill, monthly from YES ENERGY MANAGEMENT with a due date separate from my base rent and additional rent fees such as trash service, packaging service, and pest control. I’ve contacted management who, in the past, removed those late fees due to “system error” or “not late” per my transaction history found in my resident portal. I am now being told that the charges are due for balances over ***** The balance includes utilities as stated above. I’ve contacted corporate via phone and email to discuss the matter and have not received any response. I currently have a late fee balance in the amount of ******* that has been adding up for months. Why haven’t I received an eviction notice if I’m not paying my rent on time, per management. Instead, they continue to add late fees every month. It does not state anywhere in my lease that accounts over $*** are automatically charged a late fee per ****** ****** who stated that in an email. It clearly states that if base rent is not paid, on or before the 3rd, late fees will be applied. The additional fees listed on my lease do not include gas, water and sewer. After paying my base of $***** I have a remaining balance of *** which includes trash services, pest control and packaging services as listed on my lease, an amount less than $****

  Business Response

  Date: 03/04/2024

  Property management has been in contact with the resident regarding her concern explaining that utilities are paid in arrears and due with rent on the 1st of the month, as shown on the statement and as outlined in the signed lease contract. Anytime a balance over **** remains after the payment deadline, a late fee is applied and every time that late fee is not paid, it creates a rollover in the overall balance owed.

  Business Response

  Date: 03/04/2024

  Property management has been in contact with the resident regarding her concern explaining that utilities are paid in arrears and due with rent on the 1st of the month, as shown on the statement and as outlined in the signed lease contract. Anytime a balance over **** remains after the payment deadline, a late fee is applied and every time that late fee is not paid, it creates a rollover in the overall balance owed.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Per the *** lease contract, utilities are paid separately. Please refer to line L. and M. on page 1 of 6. Also, page 2 of 6, line 3 and 3.3 referring to base rent. Documents are attached. I’ve also attached two other documents included in my lease that refer to utilities and that utilities are paid separately, stating that payment is due 16 days after postmarked or delivered. 
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 03/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Per the *** lease contract, utilities are paid separately. Please refer to line L. and M. on page 1 of 6. Also, page 2 of 6, line 3 and 3.3 referring to base rent. Documents are attached. I’ve also attached two other documents included in my lease that refer to utilities and that utilities are paid separately, stating that payment is due 16 days after postmarked or delivered. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/06/2024

  Page 2 section 3.5 of the resident's signed lease states - "You’ll pay for all utilities and services, related deposits, and any charges or fees when they are due and as outlined in this Lease." The utility building statement provided by the resident in this complaint has a "Statement Date" of 2/13/2024 and a "Due Date" 16 days later on 2/29/2024. All charges outlined on a billing statement must be paid by the due date listed in order to avoid late fees. 

  Business Response

  Date: 03/06/2024

  Page 2 section 3.5 of the resident's signed lease states - "You’ll pay for all utilities and services, related deposits, and any charges or fees when they are due and as outlined in this Lease." The utility building statement provided by the resident in this complaint has a "Statement Date" of 2/13/2024 and a "Due Date" 16 days later on 2/29/2024. All charges outlined on a billing statement must be paid by the due date listed in order to avoid late fees.