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:06/11/2024

  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.

  Infested with roaches and ants , mold mildew and i spent over **** on my own trying to get rid of them and not working. Apartment was not ready nor renovated prior to moving in i tried contacting the leasing office, property manager on multiple occasions no response beside move out . Paint chipped and not done properly done .i tried contacting corporate via email and left multiple messages these properties horrible and the landlord bad too.

  Business Response

  Date: 06/11/2024

  We are looking into your concerns and the best way possible to address them. We will respond with a solution within 24 hours.

• Initial Complaint

  Date:06/07/2024

  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.

  Due to a recent surgery, I now require grip bars to be installed in my bathroom. The management company is giving me the run around. I cannot use the toilet or take a bath. In addition, my air conditioning unit has stopped working. I have been waiting over 3 weeks for it to be replaced. They put in a portable unit which is allowing my apartment to be flooded by flys. I cannot even sleep at night because of the infestation.

  Business Response

  Date: 06/10/2024

  I am looking into your concerns and will respond with 24 hours.

• Initial Complaint

  Date:05/13/2024

  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.

  I paid a holding fee for the apartment elevate 17 back in December. I have called the leasing office several times I keep getting the runaround. I’ve called the corporate office twice got no answer and no callback. I physically went to the leasing office. They lied and said that they mailed the check to the address they had on file on May 1 here is May 13 and I still have not received a check On for several months now, and I would like this issue resolved as quickly as.

  Business Response

  Date: 05/13/2024

  I have ***** tracking information that this check is due to be delivered today. 

  Customer Answer

  Date: 05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I need the tracking number. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/14/2024

  The Community has your tracking number. I will also send it to you in an email.

• Initial Complaint

  Date:05/13/2024

  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.

  From the day i moved in on December 19 2023- now i have had issues while living at the properties of *** **** apartments. One being upon my arrival to this unit, it was not the one i had previously toured and assumed i'd be moving into. The unit bath was also filled with smoke, which continued from that day on to pour into that bathroom. no matter what was done to try to prevent or stop it. Within my lease, it stated that there was no drug use or smoking on the property or in the units allowed. But yet they allowed the continuation of someone to do so within their unit (siting people can do what they want in there apartment and that this has been a ongoing issue), which hindered the full capacity usage of the unit. As well as interfered with mine and my children's breathing, as I am asthmatic and so is my son. The next issue was the allowing and continuation of the tenant below me to blast music and use amplifier surround sound system in their apartment (they knew of this as they stated to me that the person even told them they had a new surround sound amplifier system) I've complained about it daily, i called the police, security, and management, provided daily proof through recordings, DB reading recordings, and witnesses, and no penalties were given from *** **** apartments that would cause the tenant to actually stop their actions. I submitted to *** **** a notice of breach of lease and violation on part of the lack of repairs and the nose issue that broke the covenant of quiet enjoyment law as well as noise ordinance laws on march 20th, 2024. I was given legal notice that i could now take this matter to court as they have not done anything accept notify the program I've complained. In recent events, on April 30th, 2024 i was stalked and approached by my neighbors, whom i've complained to the office about which resulted in me being threatened and notified that the office has given them my personal information. Nothing has been done to those tenants or leasing

  Business Response

  Date: 05/20/2024

  The rental office staff has investigated your concerns. They have given you alternative solutions. If you would like to discuss this further, please reach out to your community manager.

  Customer Answer

  Date: 05/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Nothing has been done. Not from TFJG, rental office, or management. I have not been contacted about any of the issues I have been facing and continue to face.

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

  Business Response

  Date: 06/28/2024

  Thank you for bringing your concerns to our attention regarding the noise disturbance issues. We understand how disruptive this situation must be for you.
  We have reviewed the police reports and Security reports, which indicate that no noise or bass was detected during the reported incidents. As such, we must rely on these objective findings in our assessment of the situation.
  While we empathize with your frustration, it's important to consider that enforcing action against neighbors requires clear evidence of wrongdoing. At this time, the reports available do not support further action against them.
  We are committed to fostering a peaceful living environment for all our residents and will continue to monitor the situation closely. Should there be any further developments or if you have additional concerns, please don't hesitate to reach out.

• Initial Complaint

  Date:04/29/2024

  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.

  In March, I applied for a unit at 301 Flats. Initially, ***** assured me it would be ready by the end of May, while later ****** indicated it would be June. However, today I received an email stating the unit won't be ready until mid-July, with the possibility of further delays. As a result, I find myself homeless, urgently needing accommodation for both myself and my child. Additionally, securing housing is essential for maintaining my employment with my current employer. Given the misinformation regarding the completion date, lack of a clear move-in schedule, absence of a floor plan, and inadequate communication, I request to cancel my application and receive a refund of the $*** fee. ****** previously mentioned a refund was possible if I secured alternative housing sooner than anticipated, but now she claims it's not feasible since my application was approved after her and *****'s earlier assurances. I implore your organization to do the right thing and facilitate a refund to prevent any potential legal ramifications.

  Customer Answer

  Date: 04/29/2024

  The property failed to provide documents, records or receipts regarding my application and with the policies. 

  Business Response

  Date: 04/29/2024

  Unfortunately, since this community is under new construction, the time frame is out of our control and does fluctuate. with all new builds. However we are certainly willing to reimburse your $*** fee.   

• Initial Complaint

  Date:04/05/2024

  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.

  Despite repeated reports of serious concerns regarding the state of my apartment, the Franklin Johnston Group failed to uphold their contractual obligation to maintain the premises in a habitable condition. The occurrence of rainwater infiltrating the interior of my apartment every time it rains signifies a fundamental failure in the property's structural integrity, indicating negligence on the part of the management in ensuring a safe and secure living environment. Moreover, the presence of exposed wood within the apartment poses not only aesthetic issues but also potential safety hazards, suggesting a lack of proper maintenance and upkeep by the landlord. The malfunctioning electricity on one side of the apartment, coupled with light fixtures filled with water and subsequently falling off twice, represents a clear failure on the part of the Franklin Johnston Group to ensure the functionality and safety of essential utilities within the property. These electrical issues not only pose immediate risks to my safety but also indicate a lack of diligence in property maintenance, exacerbating the breach of contract. Furthermore, the Franklin Johnston Group's failure to communicate effectively and provide timely updates regarding the status of repairs or maintenance exacerbates the breach of contract. By neglecting to inform me of their actions or schedule, they violated their obligation to maintain transparent and open communication with tenants, further compounding the inconvenience and frustration you experienced. The prolonged nature of these unresolved issues, exacerbated by maintenance tasks that were incomplete or ineffective, has resulted in extensive damage to the property and exacerbated your living conditions. Instead of taking accountability for their failures and prioritizing your concerns, the property management unjustly focused on trivial matters and neglected to offer appropriate compensation or refunds for the inconvenience caused.

  Business Response

  Date: 04/05/2024

  I have received the emails between the community and yourself. Attached is the latest that the community manager sent you on April 3rd. As you can see she has worked out an agreeable solution.  

• Initial Complaint

  Date:04/01/2024

  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.

  I turned in my keys to hampton point apartments Jan 31st , they said that the cooperate off had 45 days to print the check (security deposit/pet deposit) and mail them to the adress I left . Here it is now 60 days later and the leasing manager at my old apartments have not heard from cooperate regarding my deposits after multiple attempts of her trying to contact Franklin Johnston cooperate office

  Business Response

  Date: 04/01/2024

  Your check is going out today *****. We will email a copy of tracking to you.

• Initial Complaint

  Date:04/01/2024

  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 moved to the apartment complex 10/1/2019 at the original opening. I moved 9/30/2023 and left the apartment in immaculate condition. However, the landlord, ***** ******, refuses to return my security deposit. In addition to that, she also claims that a set of blinds were damaged beyond repair. According to the law, within 45 days of my moving she was required to itemize any damages and submit to me the remainder of my deposit which she has failed to do. Also, according to the law she was to prepare a document stating, within five days, that I had the right to be present at the final move-out inspection and she chose not to abide. Verbally I did request such, but she told me that it was not necessary and went on her way. Now, the biggest allegation is that I did not pay rent for the month of September. Please review the attachment "processed check..." Please also view the attachment "Modified Statement" that her office created in August but did not share with me until 12/20/2023 which certainly is a long time past the required 45 days as outlined in the least and stated in The Security Deposit Codes. There are several discrepancies located on the statement particularly my move out notice date submitted and the charges stated!! As a matter of fact, according to the date on the Modified Statement, it was created over a month before I vacated the premises. I was charged for "Utilities" for the end of September 2023 before i moved. how can that be? It seems like there is some fraud involved thus ultimately a cover-up!! To make a long story short, ***** ****** the landlord, did not conform to the letter of the law outlined in responsibilities of a landlord per Security Deposit Codes of Virginia and I want my deposit of ******* plus interest because she, in my opinion, willfully is withholding my monies according again to the law. i would like to say that my ex=husband, ******* *******, has been working tirelessly on my behalf with this matter. He has prepared all documentation including any and all letters forwarded to ***** ****** and The ******** ********* ****** ** ********. (Consumer Complaints) He was present during the move-out because he respectively packed a 26-foot U-Haul, drove it to my new destination and ultimately unloaded my belongings practically by himself.

  Business Response

  Date: 04/01/2024

  I am checking into your complaint and will respond within the next 24 hours. Thank you for your patience.

  Business Response

  Date: 04/08/2024

  are you able to make an appt to go over your ledger?

  Customer Answer

  Date: 04/17/2024

  Since the last conversation that I had with ******* concerning my matter still has not been resolved. The last response from the business was them asking if I was available to make an appointment to review their ledger which would not have resolved the issue at hand. Anyway, on numerous occasions, more than four, I called the apartment complex office number and no one answer the telephone. So, today I went to the civil division of the ******* ******* ******** ***** and filed a $******* claim against them. Because they are a member of the ***, I am hoping that their rating will change significantly as a result of the current negative and non-professional practice afforded towards me!!!!

• Initial Complaint

  Date:03/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am just trying to get my security deposit back form Management. It has been over 6 months now and i am still waiting. I am married now but my old info was **** ******, **** *** ******** Newport News, VA 23608. I have copies of the ledger and I left this complex September 6,2023 at the end of my lease. I have also try contacting the office via phone call several time and email with no success and/or no response. Thank you in advance for your assistance.

  Business Response

  Date: 03/21/2024

  We no longer manage this community, but I am looking into our records and will respond with my findings.

  Business Response

  Date: 04/25/2024

  It appears that there was a discrepancy previous to the new management taking over. We are trying to resolve this with the the new management company to issue you the refund.

  Customer Answer

  Date: 04/26/2024

  
  Complaint: ********
  
  I will be awaiting to hear from you to pick up my check from wherever I need to go.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/17/2024

  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.

  The company owes me a deposit refund of ******** and has refused to comply with the law in returning it. They should be receiving documentation via mail supporting this @ ********** ***** Apartments *** ****** **** **** Columbia SC 29223 Agent: The Franklin Johnston Group

  Business Response

  Date: 03/19/2024

  This amount you are referencing is not a deposit refund, but rather an ongoing legal case.  

  Business Response

  Date: 03/28/2024

  We sent the original check via **** to the PO BOX that you provided. We would like to *** ** the security deposit to you as you never received the first check. ***** will not accept the PO Box address. Should I have ******** reach out to you to get a physical address?

  Customer Answer

  Date: 04/08/2024

  This matter is not yet resolved.  Your employee (********) is only allowed to call if he is sincere in paying the full amount owed to me on the behalf of  its agent (The Johnston Group).

  The PO Box you were given was accurate (even though  you choose not to disclose it itt in its entirety when asked). I would suggest that you send it certified mail/return receipt if you are seeking a mail confirmation. Any monies received would not be considered a settlement rather a payment, until paid in full. Also, you were asked for an email address, facsimile and telephone number.