ComplaintsforCardinal Capital Management, Inc

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I have been tenants at this ****************** Apartment Complex here in *********, **** since March 16, 2012, and it has changed multiple hands. The new management company: Capital Cardinal Management has been managing this property since October of 2021 and has failed to make the necessary repairs and yet refuses to do so. I call the number in ********* to talk with someone and I get the runaround each time or I have people telling me lies about when things should get repaired. They had people /contractors come and take pictures of the apartment and surrounding areas; nothing has been done. The laundry room has been out of order, you lose money in the machines, they break down easily and has not been repaired. 12 apartments and tenants from the townhomes use the laundry room which only has 2 washers and 2 dryers exactly and it is not free. The ground is broken up in the parking lot and needs to be paved, outside doors falling of the hinges, the reinforcers on the stairwells have cracks in them. The handlebars used for going up and down the stairs are weak, fragile and wobbles. Nothing was new when we moved here and its only getting worse, the corridor, stairwell and apartment floors are weak and shift when you walk across them. They understood what they were getting into when they started managing this place, they get our 30% of the total rent money and HUD pays the remaining balance. Yet I am being told to wait and have patience, but it has been almost 2 years and they failed to make any repairs. I don't want to call them back or talk to them as they make excuses and tell thousands of lies; I am not able to get the results desired. This is a separate property they get money for, so where is the money going and why are we being made to suffer?? Broken playground equipment, pets can only be service animals, can't barbecue outside, not enough space. They treat this like it is a homeless shelter or halfway house just because they receive government funding.

  Business response

  09/25/2023

  
  
  In response to the complaint to you regarding ****************** in ********* ****, attached are several documents showing conversations with our staff and the resident, a full scope of work for this site and four others, a schedule for specific work dates at each of the five sites and a handout at the resident meetings that each resident received.
  
  
  For background on the timeline in question, Cardinal Capital Management purchased ****************** and four other sites in **** as part of a portfolio to preserve 212 units of Section 8, affordable housing apartments on 9/21/21.  As is typical, these apartments were in need of substantial rehabilitation.  Emergency repairs were completed immediately but a long-term plan was necessary to cover the remainder of the outstanding items.  A Low Income Housing Tax Credit application was started to provide the capital necessary to make these repairs.  This process was completed on 7/13/23 with a successful closing providing over $10 million in funding to handle the full list of repairs and additional site improvements.  
  
  
  As seen in the attachments, an extensive list of improvements for each site were outlined which includes the updates to be completed at ******************.  Likewise, a schedule was made showing the specific timelines for individual aspects of each project with expected deadlines.  Based on acquiring the necessary materials, these timelines are always subject to change.  
  
  
  Our site staff and upper management have responded to this resident with little progress in helping them understand the process that is in place.  Our construction manager held resident meetings at each site to discuss the repairs and timelines involved.  Each resident received the attached notice of what work is to be completed at each site.  Some of these discussions with our staff are included in another attachment and occurred on 9/18/23, the day before the BBB complaint letter was dated.  
  
  
  Cardinal Capital Management has a long history in acquiring, rehabbing and preserving low income housing units in *********, **** and Colorado.  We understand the severe shortage of this type of housing and the need for its long-term preservation.  We have an experienced construction staff that efficiently schedules and completes updates without the relocation of any resident.  Site managers and maintenance techs provide daily notices to residents when contractors will be scheduled for work in their apartment.   For a project the size of ****************** and including the other four projects in this portfolio, a schedule is in place to have over $10 million in repairs completed within one calendar year.  This is extremely efficient for the amount and type of repairs that are being dealt with over the five sites.  
  
  
  No one is being ignored, but there has to be a willingness to agree that a schedule is in place to complete all of the necessary repairs.  Emergency repairs, of day to day items, will always be made to keep a safe environment for everyone.  An overall rehab project of this size cannot be completed overnight but will allow for upgrades that both residents and staff will appreciate for years to come.
  
  
  Please let us know if there are any additional questions or need for additional information.
  
  

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To whom it may concern,

  I understand things take time and money to complete certain projects, especially when it comes to construction. It has been almost two years and why is this property still remaining on the back burner. You're still getting rent money from the tenants who actually pay including the subsidy.

  I could imagine the amount of money that it will cost to fix this place back to livable standards, however it doesn't help to just sit here and wait. A lot has happened in the past 10 years my family and I have lived here. This does not include the 30+ years before us. We inquired nothing of brand-new when we arrived here... nothing.

  There are still simple things out of order like the laundry room which has been that way for months. The stairs inside the halls have reinforcements that are wearing away. Most of all, the floors, these floorboards shape- shift when you walk across them. In the actual apartment and throughout the corridors.

  Have to remember there are 12 apartments per building with families and their guests who seem to come daily for some and including weekends for others. That can cause extensive damage and prove extreme wear and tear.

  People who do not live here physically or associate with people who live here will not recognize to the extent of these damages as they have gotten worse over the years and are getting worse.

  I still have that letter that was written to me about them how Capital Management was starting to make repairs then, wow 2 swings for the swing set and the fire extinguisher. Nothing else since then.

  I know what is and is not under that rug and floor board, specifically in the dining/ kitchen area. This is where you lose if you don't think you will have to relocate someone. Nobody just wants to keep moving around, but, if it is not livable what else can you do.

  I don't have those pictures anymore, this was about 5 years ago then if my memory serves me correctly.

  Why take on other projects if you can't complete the ones you already have in progress??? 

  What bothers me the most is many management companies have came and went with the same old sob sad story and still nothing is fixed properly, using old equipment and parts, things keep falling apart, this is ridiculous, have it make sense. Then after almost two years not a date to even start, well here we are.... again. 

  
  Regards,
  
  *****************************

  Business response

  10/06/2023

  We are in receipt of the resident's second letter.  The Low Income Housing Tax Credit program allows for the financial ability to update projects with a long list of repairs to be accomplished in a one year timeframe.  The work must be scheduled between the five projects in this Iowa portfolio.  Contractors have been hired that will attack exterior components immediately to complete what they can before the weather forces them inside for interior improvements.  I have again attached the schedule, this time with highlights to show the items that pertain specifically to ******************.  As noted, light fixtures, water heaters, furnaces and boilers are scheduled for replacement in November and December for ******************.  Next in line are cabinets, counter tops, plumbing fixtures and bathroom vanities in February.  Flooring and entry doors are scheduled for replacement in March.  It is unfortunate that we are being held responsible for the prior owner's and manager's neglect for the 8 years this resident has lived at ****************** before Cardinal Capital purchased it.  Specific complaints about the laundry room are noted.  The requirement by HUD is to have a single washer and single dryer available for buildings of 12 units or less.  ****************** is a 12 unit building and had two sets of each appliance at one time.  Currently one set is still operational in each building.  All buildings will be back to two operational sets as appliances are delivered.  This will exceed the requirement of HUD when completed.  Floor boards are also listed as an area of concern for this resident.  If there is an imminent danger, the resident should contact the manager and maintenance staff immediately for a work order to replace/repair the issue.  Otherwise, floor boards are examined when cabinets and flooring are scheduled for replacement in each unit.  Cardinal Capital is committed to performing the work that is indicated on the schedule.  It is unfortunate that the resident has poor performance from prior companies and continues to include us with them.  The schedule is set with the contractors that are hired.  We will not hold this resident to their lease if they decide the schedule does not fit their needs.  We will work with them to find suitable housing outside of ****************** if they so choose.

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good afternoon,

  I read the *** form and it is basically telling me that, certain things are to be done at certain times within 1 year. ****************** is a separate entity and needs to be treated as such, this is the year 2023 and I will not blame or shame Capital Cardinal Management for the neglect of others. From October 2021 up until now what exactly has stalled the necessary repairs (those that need immediate attention) from being repaired?

  We have been living here since March of 2012, that means it has been 11 years in March ****. I am simply concerned about these repairs and it seems they want to make it personal but twist the truth to make themselves look good and seem innocent.

  You're a management company is refusing to pay attention to the greater details and sweep things under the rug. Other tenants don't say anything because they may be behind on their rental payments for whatever reason, this does not mean we all will just be allowed to be treated any kind of way.

  What about the electrical wiring? It turns on and off at will and has to be reset. This could be the outside lights, indoor lights, stove, fridge, and other appliances because of this problem. Capital Cardinal Management has a responsibility to maintain their property, as necessary, not at their will or when finances allow them to. If that be so then the same idea should apply to tenants who struggles with rent payments.

  HUD has policies but it doesn't make them above the law. I don't like idol threats, I don't care how nice you try and make it seem. You mentioned twice about finding another place to live, it being our choice, but what exactly does that have to do with you fulfilling your duties?

  Maybe Capital Cardinal Management can find someone else to manage ****************** if they choose to of their own free will. It may take away some of the burdens that seem a bit too much to handle.

  Either way, we all have much to lose from this situation, neither party is in a position to play tug-a-war with thoughts and or ideas, without coming to a reasonable solution.

  It's sad they make all these claims about, making work orders, speaking with office manager as such. They are closed on Fridays, you can call the office phone and leave a message but they never call back or even acknowledge a call was placed.

  
  
  Regards,
  
  *****************************

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