Complaints
Customer Complaints Summary
- 42 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/25/2024
Type:Customer Service IssuesStatus: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.
Lack of everything here!!!! Does Tenants only cares about money for the property. I pay for amenities that I can’t even get because everything is broken. I do not have heat. I do not have AC. I do not have a correct lease. I’m leaving this place because I’m not the only person that has this issue and they have been for the last two years obviously no one has complained and nothing has been done until now. And I refuse to be harassed or intimidated by the manager, **Business Response
Date: 10/25/2024
We are checking on your concerns and will have the Regional contact you.Initial Complaint
Date:10/22/2024
Type:Customer Service IssuesStatus: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.
Mold and roaches everywhere due to a pipe leak underneath my kitchen cabinetthat they were supposed to fix over a year ago now my cabinets are molded and attract fruit flies and roaches my kids are sick every week or two and they do not go outside to play everything is from this apartment and they won’t do anything about it. My Ac recently shut off and I do not have any heat or ac. Maintenance man told his co worker do not worry about my ac because he not worried about it when he came to take a look at itBusiness Response
Date: 10/22/2024
I am reaching out to the community manager and maintenance to address your concerns. They should be in touch with you to follow up.Customer Answer
Date: 10/22/2024
Complaint: ********
I am rejecting this response because: they always say the same thing rather than sending someone out to my apartment to fix the issues I’ve been waiting for over a year for most of these hazards in my apartment knowing that I have children living under these condition’s I feel as though something should be scheduled asap. The maintenance manager said out of his own mouth that he didn’t care about my ac and told his employee to leave my unit.
Sincerely,
******* ****Business Response
Date: 11/04/2024
I understand that maintenance has taken care of this issue. If this is nor the case please let us know.Initial Complaint
Date:10/17/2024
Type:Customer Service IssuesStatus: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 am a previous resident that resided at ******** ******** *********** I moved out in the beginning of October. Prior to my move out, on Sept. 26th, I contacted the property and notified the office of the major issue that was alarming, along with sending in photos of residue that was on my property and throughout the apartment. I was informed by the property manager, ****** ******, several times, that I would receive the documentation regarding the 3 different companies that came in to inspect the apartment. It is now over a month, I have sent several emails and have yet to receive the documentation and report of the findings. The property manager and senior property manager, ****** ****** and ******* ******, that I have been communicating with is aware of this issue and is now refusing to provide documentation of the remedy that was done to the property that caused damages to my personal items. In which, I have lost out on over ****** plus of personal property due to my personal belongings being damaged along with my family, including my service animal, that is facing health issues. I have sent several emails to the “ senior property manager” notifying her that I would like to receive a call from the regional manager, Heather, and have not received any response from neither one of these individuals. I am requesting to receive a response with the requested documentation that I have been requesting for over 3 weeks now. Attached are a few of the pictures that provide the evidence of the residue that was throughout the apartment and on my personal belongings that were damaged.Business Response
Date: 10/18/2024
I have checked into your complaint. There are no reports, only receipts of the work that was completed. As soon as the community Manager receives the invoices, she will provide you a copy. Please follow up with them.Customer Answer
Date: 11/07/2024
Hello, I have made multiple attempts to contact ******** ******** regarding the documentation that I have requested to receive in regards to the inspection that was completed. I have not received the documentation, and it has now been weeks since they communicated with your office stating that they would provide me with the documentation.
Can you please contact their corporate office so that I can receive the documentation that is needed to provide to my insurance company, to complete my insurance claim?
Thank you,
***** *****
Initial Complaint
Date:10/10/2024
Type:Customer Service IssuesStatus: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 business just buys properties and do not care about the upkeep of the apartment! I’ve had mold in my home for months and nothing has been done about this issue! My upstairs neighbors had several leaks and that caused damages in my home and for the mold to come about. These people went as far as changing my locks without my knowledge or any notice given! Maintenance man stated he was told by the property manager to do so but have no valid reason as to why it was done! I was supposed to move but life happened and last I spoke with the lady in the office she couldn’t even find my lease I signed! So unprofessional and unorganized! They are horrible and I am over living in this nightmare.Business Response
Date: 10/11/2024
The community Manager has been trying to reach you for 3 weeks. They are going to reach out to you again now.Initial Complaint
Date:09/21/2024
Type:Customer Service IssuesStatus: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.
********** *******Business Response
Date: 09/23/2024
I understand Maintenace has been to your residence today and has begun working on this issue. It sounds like this will involve a few different trips to you unit. Thank you for your patience in completing it.Customer Answer
Date: 09/30/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
********** *******Initial Complaint
Date:08/14/2024
Type:Customer Service IssuesStatus: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.
We moved out of The Devon at South Riding apartments in Chantilly on June 28th, 2024 (keys returned, move-out paperwork completed and returned on June 27th) and were told by the managing office the same day that our move-out would be processed the following Monday and we’d be “kept posted” as things progressed. As I understand it, the office had 45 days from the time we materially moved out to complete / send us our deposit disposition and return our security deposit to us. It’s been radio silence since 6/28, so we reached out to the office yesterday evening as the 45 days had effectively expired by that point. This morning, we were met with a response that they were now claiming deductions from our deposit, disputing our move-out date, including utilities which we did not use for 16 days in the deductions from the deposit, and what the remainder was. We still have zero indication of when the deposit return is being issued or if the check has been mailed, and this still does not comply with the 45-day period in which we should’ve at least received the deposit disposition… all of this despite the office’s acknowledgement and approval of the date we turned the apartment back over to their possession, which was June 28th. This is the cherry on top of a slew of ridiculous issues we had to deal with throughout our year of residence - most if not all of which were unreasonably difficult to get resolved by the office in a timely manner. Frankly, we find this trend of noncompliance and lack of care inexcusable, and we just want to get our deposit back so we can be done with this matter and overall unpleasant experience once and for all.Business Response
Date: 08/21/2024
We are checking on this and will respond within 24 hours.Business Response
Date: 08/21/2024
The full deposit amount of ******* was mailed to the forwarding address provided on 8/14/2024. Please let us know if it isn't received soon.Customer Answer
Date: 08/21/2024
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I received the check on August 17th.
Sincerely,
****** ******Initial Complaint
Date:07/12/2024
Type:Customer Service IssuesStatus: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 4 little people, everything is breaking down I can’t get anything fixed neither will they move me to a new unit. My unit has been roach infested 2 years and I have spent my money to try to get rid of them the terminex isn’t consistent.I am a current resident been here 3 years my water has been cold for a month that’s INHUMANE and the excuse is the part was ordered 2 weeks ago and he hasn’t been back to fix it. I keep having to get hotels and stay at families house all while still paying rent now my lights have went out and have been off since 6pm because I plugged something in and my sons room light hasn’t been working for a whole year and I can’t get anyone to come over and fix them tonight. I have been very nice and respectful for what ¿ to be ignored. My apartment is also under abatement because they failed to fix simple stuff for my INSPECTION. I am over them either they can move me to a 4 bedroom or a better unit because my whole 3 years I’ve been complaining about something in this HANDICAP unit and I am not handicappedBusiness Response
Date: 07/12/2024
Thank you for bringing this to our attention. I have spoken to the community and they have let me know maintenance is working on your unit today. I will follow back up on this to make sure everything is taken care of.Initial Complaint
Date:07/11/2024
Type:Billing IssuesStatus: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 had poor service done to my tub in my apartment home that has been of a concern. I have not had any satisfaction from my apartment complex with fixing my tub. The material in my tub is falling apart. This has been the second attempt with allowing my apartment complex to go through a 3rd party to repair my tub. I have requested to have my tub replaced and they gave me the option to have it repaired. The first attempt, the job was not completed so I allowed for them to come back and fix my tub and now the material in my tub is falling to pieces. It has been a horrible experience, and I would like to have some satisfaction in getting my tub fixed and having this issue resolved. I have been trying to reach The Franklin Johnston corporate office and they are not picking up their phones.Business Response
Date: 09/10/2024
I have reached out to the community and will have them contact you directly to inspect the tub.Customer Answer
Date: 09/11/2024
****** ******** ******:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were able to send out another tub company that completed the job with satisfaction.
Sincerely,
******* ******Initial Complaint
Date:07/06/2024
Type:Customer Service IssuesStatus: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.
My air conditioning unit has been broken and we have been suffering prior to June 21, 2024. I was told by the manager and maintenance supervisor that their protocol is to place a blower in the window, consult with outside contractor, request approval from corporate for repair and/or parts, etc. etc.. It’s been over 83 degrees in my unit all this time. I live on the first floor in the back and have shown management how other tenants congregate around my window and patio area (pictured individuals and walking their dogs and leaving excrements). I informed them of my safety concerns and didn’t want my back window unlocked and vulnerable to potential predators. I informed them that I purchased another oscillating device in addition to the one I had already. This confined us to the bedroom and bathroom. We have been eating out as it is TOO HOT in the kitchen. I have relayed my disgust at the handling of this situation not just because I’m a individual of a particular age group and my daughter is not well, but it’s inhumane to have us suffocating this way. In addition, I work outside and have taken days off from work so not to risk a heat stroke. They have not offered any assistance (other than this loud blower which is a safety concern and an increased expense on my electric bill) or concessions to ease this problem. MY DAUGHTER AND I RIDE AROUND IN THE CAR FOR HOURS UNTIL IT COOLS DOWN!!! Why should we have to suffer like this?Business Response
Date: 07/15/2024
Thank you for bringing your concern to our attention. I understand the unit was replaced on Thursday 7/11. Do you have the receipts for the two fans that you purchased?Initial Complaint
Date:07/01/2024
Type:Customer Service IssuesStatus: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 a previous resident of a residential property (********* Townhomes) that the Franklin Johnston Group manages. I moved out April 11, 2024. I have reached out to the property management team multiple times about the return of my **** security deposit being released. The property manager ********* is great and has been communicating with me effectively throughout the process. The Franklin Johnston group on the other hand, is not. I have tried calling TFJG only to keep getting ********* voicemail with no returned response about my concerns. My apartment was the cleanest unit in the whole neighborhood as well as I have never had any past due balances. I held up my end as a great tenant to this property only to feel like I am being scammed out of my security deposit. I am unsure if the property management company is aware of NC state laws but, by law in NC I am suppose to get my security deposit within 30 days of moving out unless the company sends a certified letter stating why I will not receive the funds within those 30 days. I have not received any notices or letters! So as stated previously, my check is due to me within 30 days. I have tried being professional and understanding but, if I have to pursue legal action with the state of Virginia I will definitely drive to Beach and do so.Business Response
Date: 07/01/2024
We are currently looking into this and should have an answer before the end of the day.
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