Complaints

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

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  Monarch Investment & Management Group, LLC

  2195 N State Highway 83 Franktown, CO 80116-9664

• 

  Forest Woods Apartments

  101 Forest Pkwy Valley Park, MO 63088-1002

• 

  Village Royale

  5602 Duessel Ln Saint Louis, MO 63128-3895

• 

  Village Square Apartments

  503 Village Square Dr Hazelwood, MO 63042-1815

• 

  Brookfield Village Apartments

  2536 SW Brandywine Ln Topeka, KS 66614-5240

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:03/25/2025

  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 applied for residency with the business on February 19, 2025. I was told before paying $225 that $175 was refundable after 30 days if I didn't sign a lease agreement. I have been lied to and mistreated through the application process. I requested to speak with managers to address the poor customer service and to inform them that I would like a refund. The Regional Assistant manager assured me that everything had been worked out and she would be monitoring the progress. I have called, emailed, left messages and no response on the application status. After complaining and speaking with management, I was then told that the $175 were no longer refundable. ********** ******* has continued to be untruthful about any information she gives regarding the application process. It has been nearly a month since submitting an application and making payment. On Friday, I was notified that the quoted rent and move in date had been changed which means there has been some progress in the status of the application. I would like a refund of $175 which is the administration fee for hold the unit so that I can apply else were.

  Customer Answer

  Date: 03/18/2025

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

  Business Response

  Date: 03/28/2025

  ***** submitted her rental application on February 20, 2025. After completing the screening process, her application was denied on February 27, 2025, due to a balance in collections with The Guarantors. During the week of March 10, our Assistant Regional Manager visited the site and had the opportunity to speak with ***** over the phone on March 11. At ****** request to speak with someone higher regarding her denial, the Assistant Regional Manager explained the reason for the decision and offered a path forward. ***** was informed that if she could provide documentation showing the balance with The Guarantors was paid in full, we would be happy to reapply her application and continue with the process. The Assistant Regional Manager also apologized for any confusion and assured her that she would personally assist in reviewing the application while on-site.
  
  To clarify, at no point did any member of our team indicate that application or administrative fees were refundable. We have reviewed the recorded *** calls between ***** and the leasing agent. The leasing agent clearly communicated the application requirements, community policies, and promotional offers. At the time of her application on February 20, 2025, our community was running a special where the administrative fee would be concessioned off the move-in costsnot refunded. Its possible this was misunderstood as a refund, but that was not the intent or communication.
  Additionally, our third-party rental verification partner, *****, experienced delays in processing the rental history. When the report returned, it indicated that the addresses listed in *****s screening were family-owned homes, and no verifiable rental history was found. Due to a combination of insufficient credit and lack of rental history, ***** was advised via email that a guarantor would be required to proceed. Following the Assistant Regional Managers conversation with *****, the majority of our communication was conducted via email to ensure clarity and transparency. To date, we have not received a response from ***** indicating whether she intends to secure a guarantor. We remain open to working with ***** should she choose to move forward with providing the necessary documentation and guarantor information. Our goal has always been to provide fair, respectful, and consistent service to all applicants.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23081498
  
  I am rejecting this response because: The company never informed me that the application was denied. I spoke with Ms. ******* before submitting and paying the application fees in which she informed me that the administration fee was refunded because it is used to hold the unit. Communication was very much so delayed as I reached out several times as well as call and never got an answer or reply. I have attached email correspondence from the complex showing they never informed me if a denial. The property manager advised me to contact The Grantors in ordered to move forward with the application, I communicated with The Grantors and emailed the complex showing the account had been covered with no balance. After giving the complex proof of the zero balance I was told the screening company were still processing there part. I spoke to the screening company who informed me the account had already been closed and completed. The complex wasnt forthcoming with communication.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/10/2025

  Thank you for the opportunity to respond to Ms. ********* concerns. Ms. ******** initially submitted a rental application which was denied due to an outstanding balance with The Guarantors. Upon providing documentation that the balance had been cleared, we promptly restarted the screening process on her behalf. As part of this process, we required verification of her rental history. Unfortunately, we were unable to locate any rental history for Ms. ********* Per our rental criteria, applicants without verifiable rental history must provide a qualified guarantor to proceed. Our team informed Ms. ******** of this requirement; however, no guarantor information was provided, and her application was subsequently canceled. We kept Ms. ******** informed every step of the application process, including the status of her screening, the need for a guarantor, and the cancellation of her application due to the missing requirement. Ms. ******** applied under a promotional special that included a waived administration fee only upon successful move-in. Since she did not move in, the conditions of that promotion were not met. Additionally, Ms. ******** signed our Deposit and Fee Structure Agreement on February 19, 2025, which clearly outlines the non-refundable nature of the administration fee in Section 4. We understand how important it is for applicants to have a clear and fair experience, and we are committed to transparency throughout the application process. We regret any frustration this situation may have caused, and we appreciate the opportunity to clarify the circumstances.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23081498
  
  I am rejecting this response because:
  The business cant provide any proof to support the claim they have responded with. The company failed to communicate any response on the status of the application. I had to constantly send emails and make phone calls to get an update on the application status. The company ignored my calls and email communications several times as proved in the email threads I previously submitted. An apology doesnt fix how the company mislead me to believe an apartment was being held for me with the administration fee. The lack of communication resulting in so many hardships for my family such as loss in funds and housing. It is disheartening that the company does not truthfully inform those seeking to apply with them how the process works and doesnt provide adequate customer service. Ive provided proof that the company dropped the ball as far as communication and customer services. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/24/2025

  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 been having an issue with Sugar Pines Apartment complex since April or May of 2024. Water has been leaking in my apartment causing a lot of damage and even mold. The complex said they fixed the problem last year. Now over the weekend my floor has flooded again. I called the leasing office to report the problem. They have done absolutely nothing. So I called back with my aunt and the leasing office lied and said i never told them that my floors were saturated in water. She said it was moisture. There's no way this amount of water of water is moisture damage. The office manager has never came over to see the damage. they continue to send someone over that's not correcting the problem. I'm having to live in an apartment that I pay 1290 a month for with damaged floors and mold. These conditions are inhabitable & they are doing nothing about it. Nor are they compensating us in any way. ******* was very rude and continues to say she will schedule a work order. They refuse to move me to a different **************** paid my rent each month. This issue needs to be resolved. I am very disappointed in the manner this issue is being handled. I definitely should not have to live in an apartment with mold.

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond to this complaint. We take all resident concerns seriously and strive to address maintenance issues promptly and professionally. We would like to clarify that there is no visible mold present in the residents unit, as of March 25, 2025. The apartment is currently in dry status with no signs of recurring issues.
  In May 2024, a leaking condenser line was repaired in a timely manner, and carpets were professionally cleaned with no further issues. In June and July 2024, a clean water backup from a clog in the kitchen/laundry area was addressed quickly, and carpets were again treated and cleaned. The issue did not recur, and our Regional Manager personally followed up with the resident and provided direct contact information for future concerns. In March 2025, a crack in the tub caused water to leak into the bedroom. A  seal was installed, the carpet was cleaned, and the matter was resolved within two days. On March 24, 2025, the resident reported wet carpet againafter a BBB complaint had already been filed on March 23. The issue was again traced to the tub, which the resident continued to use despite the crack. A contractor was scheduled for repair, and the carpet was professionally extracted and cleaned the same day it was reported.
  While we understand the resident's desire for immediate resolution, our records reflect that all concerns have been addressed in a timely and thorough manner. We remain committed to providing a safe and comfortable living environment.

• Initial Complaint

  Date:03/20/2025

  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.

  We have lived at **************** apartments for 3 years. last year it was bought by monarch investment company. since then we had an issue with a neighbor stomping purposely above us after i had surgery and needed to rest. the office told us every single tenant has complained about these neighbors too. but they got annoyed with me calling and complaining. there was a single time we tapped the ceiling but they told us that wasnt allowed and it never happened again. the stomping from the neighbor kept going and they said it was her living her life so we couldnt do anything and said we couldnt call to ask them to ask her to keep it down anymore. so a few months later we got a letter saying we were being evicted for pounding on the ceiling. i called in tears confused asking if there was a mistake but ***** **** literally laughed and said it wasnt and that the neighbors complained about us and she confirmed we were pounding on the ceiling and its not her fault we didnt get the first warning. she said it very smugly. i told her we have a camera and i could show her the exact day and she said no. my fiance went up to the office and showed her the video, i was doing the dishes with head phones on and closing cabinets unknowingly too hard. ***** did not care. she said word for word we are washing our hands of this situation by evicting you i was told to email ******* ******. she said even with the video they were still evicting us. she ignored my emails after asking what they were evicting us for after the video proved we didnt hit the ceiling. we offered the entire days tape or more for their review. she said no, they were moving forward with the eviction and would not answer what the reason now was. then we got a late fee, when we werent late.i said we have always paid on the same day without an issue and her staff was retaliating against us. she said ill try to fix the fee if its wrong, but the eviction stands as it is and ignored that her staff lied

  Business Response

  Date: 03/26/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to provide context and clarify our position regarding the complaint filed by our tenant.
  At Monarch Investment, we take all tenant concerns seriously and work diligently to address them in a fair and reasonable ********* this instance, we conducted a thorough investigation into the noise complaints alleged by the tenant as well as the noise complaints alleged by their neighbor and found that the tenant who has reached out to the BBB was not adhering to the terms of our lease agreement.
  Following our investigation, we made the decision to request that the tenant relocate. This decision was not taken lightly, and we believe it was necessary to maintain a peaceful living environment for all our tenants.
  We understand that they have expressed dissatisfaction with our decision, and we acknowledge their right to do so.However, due to the high volume of emails we have received from them,reiterating their complaint, we are unable to respond to each email individually.We will, however, continue to make our best effort to respond to direct questions and concerns raised by them and your office.
  Please be assured that we value our tenants and strive to provide a positive living experience for all. We believe our actions in this matter were reasonable and necessary, and we are confident that our decision will withstand scrutiny.
  Thank you for your attention to this matter. If you require any additional information or clarification, please do not hesitate to contact us.

• Initial Complaint

  Date:03/14/2025

  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 was shown an available apartment and liked them. So I did all the steps to move in. When I went to pay the rent to move in. I was not offered to look at the apartment. I was told that to get the keys I have to do the payment first. I was given a walk through paper to fill out. When I looked at my apartment I was very disappointed. One of the main things I noticed where the out dated appliances, they painted over a lot of problems on the walls and it was not neat, paint on the ceilings, new carpet with a stain, the bathroom has water damage that has been painted over very sloppy, the dishwasher had water sitting at the bottom of it. It looked like someone moved out and they just literally through the apartment together. I have not moved in. This was the first day seeing the apartment and I dont want it. I asked my options and was told that I had to buy out my lease for $1500. I have not even moved my things in. What I was shown and the presentation of what I got are totally different, even when you look online. I have not even been in the lease contract for 24 hours. I came to pay and received the keys around 3pm. So I am literally 3 hrs into the lease.

  Business Response

  Date: 03/21/2025

  Dear ******, We strive to provide our residents with homes that meet high standards, and we understand your frustration regarding the apartment's condition, as this is not our usual standard. Our understanding is that you reached an agreement with our regional manager. Your concerns were documented, and we offered to address them with cleaning and repairs. Since that solution did not meet your expectations,we released you from the lease without assessing the buyout fee and refunded your rent payment. We believe this was a fair and mutually agreeable resolution, but if there are any misunderstandings or if you have additional questions or concerns, please don't hesitate to reach out. We appreciate your time and wish you the best moving forward.

• Initial Complaint

  Date:03/14/2025

  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.

  With this wind storm that has hit the texas panhandle, it became apparent that none of the doors or windows in my second story apartment were sealed properly, leaking in freezing winds and dirt that has now resulted in me having to deep clean a previously clean apartment again. I understand this is bound to happen with older buildings so reached out to maintenance to see if (after the winds) if they could come look at everything and see what they can do to avoid this in the future. Texas law states that a landlord must make a diligent effort to repair a problemif it "materially affects the physical health or safety of an ordinary tenant. hence why I thought they would at least try to assist. They arrived and told me we cant do anything about this, everyones apartments doing this and we cant fix it. and left (maintenance also smelled strongly of Marajuana and made the entire apartment smell of it as well). I understand this is an older building but these issues with the doors and windows are blowing dust into my apartment (im asthmatic so I have had to rely heavily on my inhaler due to this) and leaks any heat or cooling I use in the apartment, making my bills skyrocket.

  Business Response

  Date: 03/25/2025

  Thank you so much for reaching out and giving us the opportunity to address your concerns.
  On Friday, March 14th, our community experienced unusually strong wind gusts, reaching up to 83 mph. The continued high winds throughout the week have led to increased dust and debris across the ******** area. We completely understand and we truly regret any inconvenience youve experienced as a result.
  
  Our team has been working diligently to help minimize the impact. Weve already applied fresh caulking around your window frames and can recaulk as needed to help reduce drafts and limit dust intrusion. While safety regulations prevent us from using spray foam or fully sealing the windowssince they must remain operable in case of emergencywere committed to doing everything within our ability to improve your living experience.
  
  In addition, new weather stripping has been ordered for your doors and will be installed promptly upon arrival. This added insulation will help create a tighter seal and further enhance indoor comfort.
  
  Please know that your comfort and satisfaction remain a top priority for us. We truly appreciate your patience and understanding as we work through these weather-related challenges and continue implementing improvements.
  If there's anything else we can do to support you, please dont hesitate to reach out. We're always happy to help.
  

• Initial Complaint

  Date:03/13/2025

  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.

  Sorry it took so long for me to reach out. *** the regional manager at shoreline told me he wasnt scared of you guys back in November when I talked to him. Now I understand that I need all my ducks in a row for court. My water is currently shut off because ***************** is retaliating against me for standing in my truth. The police officer said it was a civil law that they are violating so thats why Im here.I am withholding my rent in an escrow because they refused to fix the black mold in my overflow drains and left one of my windows leaking. They did however make sure to mark the service orders complete when in fact they were not. As of right now ********* took away my rights to sign into the resident portal with and error message saying Im evicted however the paper they sent me in the mail has a date of April 14th and beyond. A few night ago **** *** had her daughter get on the *********** informed site and took it upon her self to try slandering my name. Last week they ripped a sign off of my door violating my freedom of speech - I have a police report. Then served me with a violation paper the next day for the sign they had already removed.Last month I told **** the assistant regional manager and **** *** the property manager that I wasnt signing any documentation that came from ****** investments and demanded a full refund do the all the mental anguish they put me through. So, on Valentines Day they sent me an eviction notice like I stated above dated April. Before that I asked for my locks to be changed twice because their maintenance guy was trying to intimidate me after I refused to date him. The property manager closed out my service order twice without changing my locks. I mean the story goes on. I just need someone to investigate these horrible people and not allow them to affect peoples lives like this. As a single mom with two kids my mind is blown that these people have the right to do this. Please sent help

  Business Response

  Date: 03/21/2025

  ***** was not served an eviction; rather, she was served a notice to quit, indicating a non-renewal of her current lease. Our team is committed to addressing the concerns of our residents and responding to any work orders. However, ***** has declined to provide access to her apartment, which limits our ability to address any issues inside her unit. We remain available to work with her and resolve any concerns she may have.

• Initial Complaint

  Date:02/26/2025

  Type:Order 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 been experiencing several issues while living here at Victorian village townhomes. I have been living here for over 2 years, and I was told that I needed to renew my lease by January 8th 2025, in order to lock in my new rental amount of $950. I completed and signed the documents online using the link that they sent to me (and took a screenshot where it shows I completed the documents. However I received another email earlier this week, stating that I still needed to sign my lease and my new rental amount will be $990. I was very confused by this seeing as though my lease was signed successfully on January 8th 2025. After speaking with the leasing agents, they stated that they failed to notify me that there is a new process were any other occupants would also need to sign a copy of the lease at the same time of the lease holder in order to lock in the prorated amount that is offered at the time, although the lease that they sent for me to sign had me and any occupants listed, but only had signature options listed for only me to sign. They stated that although they failed to communicate with me in a timely manner, that they were not going to change my prorated amount, and since it is now the end of February, that I will be paying the highest increase of $990 instead of $950 since they found it incomplete during the time period they wanted. I am very concerned that they have admitted their fault but are still refusing to change my rent increase from $990 back to the original increase of $950. I would like for this to be resolved, since I have already signed my new lease on January 8th, and they are attempting to put me in another one.

  Business Response

  Date: 03/03/2025

  We appreciate the opportunity to address this concern. At the time of lease renewal, we offer different lease term options, which may result in a different lease expiration date from the initial agreement. This was communicated during the renewal process. Regarding the security deposit, we have provided documentation, including a copy of the original lease, the move-in prorate, and the residents ledger, to verify the accuracy of the deposit amount. Additionally, lease agreements require signatures from all leaseholders. While we extended the timeframe to accommodate the resident, the necessary signatures were not obtained within the allotted period. Unfortunately, the renewal could not proceed under the initial terms without both leaseholders signing. We strive to ensure transparency and fairness in all lease agreements and appreciate the opportunity to clarify these concerns. If further discussion is needed, we remain open to assisting in any way we can.

• Initial Complaint

  Date:02/24/2025

  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.

  mold in the apartments has been reported multiple times to management with no real fix, laundry room fire hazards and broken machines that eat your money and never clean/dry your clothes (management tells tenant to contact the washer company, washer company tells tenant to contact the property manager). water heating issues, shotty work on carpets, wall paint, cheap materials and cheaper buildings. property managers will not answer your inquiries unless you threaten to report them to the health department/housing commission. then suddenly they didnt see your message. excuse after excuse. poorly managed with a completely disorganized maintenance system. requests for maintenance have been ignored, closed without being addressed, dropped and forgotten. do not live here, avoid like the plague.

  Business Response

  Date: 03/03/2025

  Since ****** moved into our community in November 2024, four work orders were submitted in December. However, all were quickly closed because our team was unable to obtain permission to enter the home from the resident. On January 9th, 2025, our team sent an email to ****** notifying her that the work orders would be closed due to the lack of response. A few days later, ****** replied, and our property manager confirmed the phone numbers on file. Appointments were scheduled for January 23rd and 24th, 2025, to address all pending items. *******, the maintenance technician, completed all tasks on the list, and *******, the maintenance supervisor, visited the apartment on Thursday, February 13th, 2025, to install new windows. No mold was found in the apartment. ****** also experienced difficulty reaching our on-call maintenance line, but ******* resolved the issue on Tuesday, February 25th, 2025, and the line is now functioning properly.
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22980990
  
  I am rejecting this response because:

  If there was no mold found in the apartment, why did the maintenance person spray peroxide on the window to kill the mold? (which did not resolve the issue by the way) I have attached a picture of the mold on the window.

  Your response also fails to mention that I had to reach out threatening to involve the health department multiple times before I could get a response from your office staff as well. 

  We were not called and notified of anyone attempting to enter the first time, as was noted to do on our maintenance request. We have jobs like most people, and are not able to be home on a whim whenever you finally deign to send someone over.

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

  Business Response

  Date: 03/13/2025

  There was condensation in ******'s home, which showed signs of potential mold. To prevent further development, we treated the affected area and replaced the window. Our teams best practice is to call the health department if needed, so there wouldnt have been an issue with ****** calling on her behalf. At this time, all work in ******* home has been completed. If there is anything further that needs attention, we encourage her to reach out to our team. *********, the Property Manager at *************, has extended the offer to release ****** from her lease at no cost if she is dissatisfied and feels that no other solution can be reached with the ************* Team. If ****** wishes to pursue this option, she should contact ********* at the office as soon as possible.

• Initial Complaint

  Date:02/18/2025

  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 rented an apartment at ********************************** at **************************************. Apt #***. In the months of living there I noticed my rent went up. It went up from $850 to $900. I was paying more for my one bedroom apartment than others were paying for a 2 bedroom. I went online and found an itemized accounting of my rent. I noticed a line that said vacant apartment rent $50. I went to the office and spoke with a lady there. She printed off a ledger and showed me where they had been charging me the extra $50 for several months. I said to her " Well I need to be reimbursed those charges." She said we will not give you your money back but we won't charge you the extra fee anymore. I no longer felt safe living there, so I left. They put a charge of over $3000 on my credit and have never refunded the money they stole from me. Is there any way to get this off my credit, get my money back and keep this from happening to anyone else?Thank you

  Business Response

  Date: 02/27/2025

  Thank you for reaching out regarding ******* ******** inquiry. After reviewing our records, we do not have a past or current resident by that name at ************Additionally, we acquired the *********** community on August 28, 2024. Any resident information or account history prior to that date would be with the previous management company.
  We recommend that ******* contact the previous management company for further assistance regarding any past residency concerns. Regarding the charges in question, the collection company handling the account should be able to provide detailed information about the balance and its origin. We encourage ******* to reach out to them directly for clarification. Please let us know if we can help you further.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22956649
  
  I am rejecting this response because: because this company took over the management of this property, **********************************. They have the power to remove this from my credit and as I am a victim of unfair business practice I think I deserve to have it removed. I appreciate your consideration in doing the right thing
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/10/2025

  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 Friday February 7, *************************************************************** my door, saying that I had not paid my rent. I go into *********************************, every month to pay rent. I have never been late, or even closes to being late. I pay my rent the prior month before it's due. However, I have received four eviction notice since moving out to that complex. And I have only lived here for 1 year and 8 months. I go in there I hand them a cashier check from ******************** every month for the full amount of the rent. But they can't seem to keep up with the payment. I reached out to the owners who never called me back, and for the last 3 day's I have been getting harassed by this complex office saying they show a balance. But I have a signed receipt from their Assistance Manager for the payment that I handed her on January 27, 2025 for February 1, 2025 rent. I would like an appropriate response to what is going on. I will upload a copy of the receipt along with a copy of the eviction.

  Business Response

  Date: 02/20/2025

  We appreciate your extended tenure as a resident and appreciate your on-time payments. As ********** encourages paying via online payment or pay card and you have been granted an accommodation to continue to pay by cashier's check, we regretfully admit the error in the oversight of the on-time payments. To help alleviate this situation in the future, we will be reaching out to you with a proposed solution to prevent this situation in the future. Your cooperation is greatly appreciated and we apologize for our error.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22923895
  
  I am rejecting this response because:  with everything that I have endured while in your complex from day one, is ridiculous. I was lied to and put in a water log apartment which as of October 27, 2024 found out when your assistant manager apologized for knowing about and when asked had anything happen in the apartment she lied, they all did. For someone who pays there bills on time and does not cause problem on your property, it's a shame that your company and people treat people the way you do.  I expect my full refund from your company, because like I told your corporate office upon moving in here, this apartment was a mess. The apartment had not been clean, at all and then I was told by ****** that you did not have anyone who could come over and clean it. I simply want out off your property, it a shame that Villa West use to be a descent place to live, but not any more now that your company has taken over it and many more. I have given my notice to vacate on May ******* and to pay your company out to May ******* when my lease expires. I will never had anything good to say about your company or prosperities. 

  Sincerely,

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