Complaints

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

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  Village Green Management

  1717 Canvasback Ln Columbus, OH 43215-7027

• 

  Village Green Management

  5303 Amalfi Dr Canal Winchester, OH 43110-8250

• 

  Village Green Management

  565 W 1st Ave Columbus, OH 43215-5192

• 

  Village Green Management

  5050 Westerville Rd Columbus, OH 43231-4910

• 

  Village Green Management

  5353 Wilcox Road Dublin, OH 43016

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: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 am a Non-Developmentally Disabled Senior living in a Contracted/Restricted Ohio Program 811Housing for Developmentally Disabled Non-Seniors

  During my pre-Application meeting with Ashlar Flats, I mentioned that I was coming from an Ohio Program 811 apartment and asked if the apartment advertised had combined interior utility lines; the manager and assistant manager, ***** ****** and Peta-*** *********, both answered No.

  With my application approved, the move to Ashlar Flats proved just the opposite. Having past experiences with other properties participating in Ohio Program 811, my non-use and/or extremely limited timed use of utilities/appliances/wall sockets began.

  I also began, again, keeping notes of my absences from the apartment, items used/time of day/duration, along with tenant utility activity that could be reflected my AEP usage charts. Inquires to the ************** regarding my units combined interior utility lines/ductwork with the above 811 tenants were met with the usual OP811property site theme of polite prepared statements, while making the current style of harassment from the above disgruntled 811 tenants (who are affected by my streamlining methods), invalid.

  AEP and ************ billing statements proved to be increased, as well. Ashlar Flats uses Gas for Heating and Stove appliances. Along with the ability for the above tenants to force furnace cycles, I recently became aware that my units ******* thermostat did not have a Manual mode; this type of thermostat is a centrally controlled system (e.g. # and duration of daily heating cycles). When I asked about the missing mode and inability to stop cycles when Im not at home (good weather); no reply With 4 months of data comparisons prepared, it was recently sent to the ************** for a written response from the owners, Village Green; the ************** responded instead.

  Business Response

  Date: 04/10/2025

  Good afternoon,
  
  Ms. ****** is under the impression that electricity and gas utilities are shared by the entire building and not charged based on individual usage. This is not the case as we had explained to her via email, phone call and in-person meetings. 
  
  All residents must set up utilities with ************ and AEP for their Gas and Electric accounts respectively, which they then bill to the resident based on the usage inside of their apartments. 
  
  To clarify, Gas and electrical utilities are not shared by anyone, and are the responsibility of the occupant.

  Ms. ****** believes that the **** ventilation system is not unit specific, meaning they are connected to her neighbor's **** system. Again, this is not the case. Our units feature independent **** ventilation, which do not connect to any other system in the building.
  
  This information was relayed to her by office staff and by a third-party vendor who completed a Duct Cleaning in Ms. ******** home. 

  Customer Answer

  Date: 04/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23114111
  
  I am rejecting this response because: As Village Green or the Office that replied falters to admit Ohio Program participation and stalls for time to reinforce VG/Ashlar Flats paperwork of OP811 Utility Allowances/ Vacancy Payments timelines (all purposes of assigning non-OP811 tenants to OP811 units to reduce frontload or backload budget losses),my complaint clarification is:
  
  Ohio Program 811
  7960-E is an Ohio Program 811 Contract Restricted Apartment for Developmentally Disabled Non- Seniors (61 or older)
  I am 75 years old Senior without Developmentally Challenges.
  
  ************/ AEP
  For accounting purposes of OP811 Tenant Utility Allowance, some participating property owners combine two or more units to -one - unit for billing; taller buildings, two to three units.
  7960-E is the unit of record for billing for one other unit: not an entire building. OP811s maxed 30% regulations require that contracted units be scattered thru-out the property.
  
  Independence and assimilation are the goals of the Program, though Ashlar Flats entry keypads on -some- of their buildings skews the aesthetics of the goal. Plus, assimilation would be hard to achieve if an entire building were OP811.
  
  ************ and AEP accounts were and had to be established shortly after application approval and conveyed to the *************** no accounts, no keys. 
  CG/AEP have no responsibility for interior duct work or interior wiring, respectively;only billing of any accounts established and/or interruptions-of-service.
  
  I have a procedure of no phone conversations, nor meeting with anyone after a supposed truth is proven false. Business contact continues with my full/truthful information and/or explanations, but in written format; who, what, when and tone. An example, phone conversations ended after I moved in, and the last time I saw anyone from the Ashlar Flats ************** was on Sat., November 16th
  
  Third party vendor conversation (while they were setting up) contained a safety warning of sneezing powder (then and now) in the ducts (Veratrum Alkaloid, a poison in volume I can attest to), music history, music likes, and their lifes plans. At the end, they confirmed that the ducts did need cleaning; nothing else about the building/ducts. Third parties nor their employees can speak for a principal party.
  
  
  7960-E,/Above Units Connectivity
  Village Green continues with individual theory while ignoring supplied data summaries that reveal billed Gas and Electric usage discrepancies. 
  
  Heat
  On January 30 an email was sent notifying Ashlar that the above OP811 tenants could force a heating cycle; their reply, individual. On March 3rd an email was sent stating that 7960-Es thermostat did not have a Manual or OFF mode.  Per the Internet,7960-Es thermostat is the type used for centralized and/or programmed control, not individual control.
  
  Ashlars reply via action was not until April 1st or 2nd when another ******* with an OFF mode was installed. However, when ON, it still enables forced cycles and Autos duration cycles are still the programmed 7-8 minutes.
  
  It is completely individual when OFF. At this time, I cannot confirm A/C could be forcedeither ON or OFF.
  
  Electricity
  My current and past practice of using low amounts of kWhs when occupying a questionable unit enables comparisons of my actual daily records, AEPs online daily utilization charts reflecting piggy-back usage of live 7960-E interior electrical outlets, and/or audible usage.
  
  Last Summer, due to an oversight by an influential OP811 property owner of not detaching some of the apartments from my unit at the time, created a big Red Flag record and the persuasive disappearance of my AEP online chart for that month.  
  
  AEP now alters daily online usage charts by a method of averaging daily past usage then totals their record of actuals at the end of the billing period. Thus,creating the illusion of individual that OP 811property owners need to manipulate and/or disguise extra usage.
  
  For instance, my last bill reflected 47kWh, yet AEPs daily charts totaled 45 kWh. When I compared my records of actual usage plus my estimated kWh for the gas furnace (*), it was ***** kWh.
  
  From previously supplied documentation reflecting how many daily cycles 7960-****** furnace would have had IF it were individually controlled with my standard thermostat setting of 67 degrees, AEP latest statement confirms the formula (based on outside temperatures) I used was correct.
  
  It also confirms parallel increase in gas usage which will soon switch to additional electric overages for A/C and/or Fan use; one of the above tenants stays home 24/7. I do not use A/C and am away from the apartment even more during Spring/Summer. In turn, detection will become more obvious and it will raise the on-going Reimbursement amount.
  
  Ms.**** L. ******
  
  Regards,
  
  **** ******

  Business Response

  Date: 04/16/2025

  Hello

  After reading the rejection response, we were able to review the application and resident file, unfortunately the community doesn't partake or participate in the program mentioned. I did reach out and was given a list of communities **** that do participate, and our asset isn't listed. There is no mention of the program with the resident's file. In addition, we completed an audit to ensure we didn't misspeak or advertise that we do partake in the program - the result showed the Program 811 isn't mentioned. We do deeply apologize for the misunderstanding; however, the utilities and renter's insurance are explained in the lease to which signatures and initials show those pages were reviewed. We are happy to further explain as we do want you have clarification; however, utilities are the responsibility of the residents at community as is renter's insurance. The property manager is happy to have a meeting if that is deemed helpful by the resident. 

  Customer Answer

  Date: 04/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23114111
  
  I am rejecting this response because: Village Green,
  I am unsure why an executive office wouldnt know whether they participate in HUD related programs, especially those that provide a 50% tax credit/unit. However,
  
  My File
  I ask any Property Managers/Staff, in-person, and/or prior to applying about combined lines/combined accounts/OP 811 for the unit that is being advertised.  Since two (2) of three (3) of Ashlars Administrative Staff answered my OP811 question (though falsely) in-person,there would be no need for them to take notes.
  
  OP 811 Participation List
  I am aware of the list due to the overwhelming repeat of disinformation given by past property site managers/staff. But deductive reasoning would dictate that with over ******++ rentable units in the ******** area alone (at that time) and the new ones going up now, the list (then and now) falls visually short of completeness for the State of ****. Also, the inclusion of Senior housing listed would mean they accept tenants with mental health issues and non-degenerative neuro challenges.for 5-6 years; this is unlikely. So, I considered the list invalid for my purposes.
  
  Ads
  No one advertises OP811 units/participation; it is a referral program. And the stigmatism of possible problems with all HUD type housing which are associated with ********** renters, makes potential renters question a rents market price and up-coming negative experiences; hence my inquiry.
  
  Lease Signatures
  As a renter since 1975 with many signed leases, it is understood and expected, in good faith, that both landlord and tenant complete their responsibilities. What is not expected is the tampering and/or adjustment of those responsibilities to meet the needs of either.
  
  Growingly,it seems that whatever is done/not done, told /not told after signaturespasses to business ethic viewpoints of  emperors new clothes/cest le vieviewpoints.
  
  Clarification
  The documents and emails submitted to Ashlar Flats ************** contained tenant-to-office communications, and -paid- Gas/Electric overage/comparisons that did not/do not belong to
  Unit 7960-E.  Columbia Gas and AEP having nothing to do with property owners interior utility alterations.
  
  When read,the documents substantiate my request for:
  Moving Expense  To   Ashlar via College Hunks,
  (Due to disinformation by multiple property owners, the length of time between moves have gone from Years to 6-9 months)
  End of Lease (without penalty), and
  On-going reimbursement of Utility (Ccf/kWh) overages.
  
  Regarding OP811 and with the blessing of certain business arenas, self-appointed landlord rights have expanded to include non-OP811 tenants to off-set losses. Hopefully,in 2032, policy regulations will change. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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 disappointed with the lack of professionalism and communication from Magnolia Trace and Village Green Property Management. My unit was entered on March 17th 2025 at 3:25pm without any prior notice to change the blinds ahead of an owner walk-through scheduled for the following day. This was not an isolated incident, as at least two other buildings were also entered without notice due to an apparent assumption that the head maintenance manager had sent out noticeswhich he had not. Therefore many probably are still unaware. I have four videos documenting a 20-minute span between the entry and exit of my unit. While I understand that the groundskeeper/maintenance staff was simply following directives and is not personally to blame, this situation highlights a serious lapse in protocol and tenant communication.When I raised this issue with the office staff, ***** made several unnecessary and dismissive comments about me suggestive that I was overreacting to a misunderstanding, which was both unprofessional and aggravating. Although the site manager, *******, was apologetic, no real solution or plan was offered to prevent this from happening again. The area director ******* ***** only responded via email to offer a pathetic apology but also had no solutions to offer. She stated that there are policies in place and that she spoke to office staff but never addressed that these policies were clearly not followed and how this would be prevented moving forward. This experience has shown that resident concerns are not taken seriously, and I am concerned about the lack of safeguards to protect tenant privacy and security. I am a landlord myself and I know that this is not acceptable under any circumstances. I hope the management company takes steps to address these oversights and improves communication with residents in the future otherwise they may find themselves subject to a lawsuit.

  Business Response

  Date: 03/19/2025

  Our Area Director, ******* *****, has attempted to contact the resident. She (*******) did leave a message and is awaiting a return call. The apartment needed blinds replaced, and unfortunately there was a miscommunication between the on-site team and a work order that was created without a notice being placed on her door. We would like to apologize to the resident to the misstep. 

  Customer Answer

  Date: 03/21/2025

  If ******* made that call at 12:10pm, she did so while I was at work so the call was likely missed. A voicemail was not left so there is no awaiting for a response. We have exchanged words via email though. Which as I stated provided no solution to my lease being broken, however I am not at all surprised by Village Greens approach to this issue. Their responses to resident concerns are very consistent. 

  Customer Answer

  Date: 03/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  While I am still flustered by this occurrence, I accept the business's response to resolve this complaint. I do hope that the company takes matters like so seriously and respect the rights of tenants moving forward and provide documentation and notice to residents regarding any and all entrances and exits to units. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:10/08/2024

  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.

  6/15 move-out date 6/23 end of lease. 7/1 received security deposit refund check in the mail unable to deposit d/t spelling errors 7/8 Called the VG Apts about our check. Unable to leave a voicemail. 7/9 Called VG Apts, left a voicemail. Voicemail went unanswered, went to the office that afternoon. ****** informed us that she would contact the accounting department, and we should expect a replacement check no later than 7/19 7/22 Emailed to inform her that we had not received the replacement check that she had verbally stated we would receive by 7/19. 7/22: ****** responded that she would follow up with the accounting team again. We asked to be copied on all communications with the accounting team and this was denied 7/25 Sent an email to ****** stating that we had not received any additional information regarding our replacement check. ****** did not respond. 7/26 Went to VG Apts leasing office ****** stated that she would initiate a new check that would be overnighted. She verbally assured us that we would have our check by 7/29. 7/29 Heidi went to VG Apts leasing office. We had not received our check. ****** said she would overnight the check on 7/30 and send us the tracking label 7/30 We did not receive the label. VG ********** informed us that no new check had ever been processed, re-initiated the check. 8/5 We received the check 8/28 received an email that an outstanding balance was due: 142.44 with no itemized bill Lease states: When you move out, you will receive a final bill which may be estimated based on your prior utility usage. This bill will be deducted from the security deposit and We’ll mail you your security deposit refund (less lawful deductions) and an itemized accounting of any deductions no later than 30 days after termination of the rental agreement and delivery of possession. We are not responsible for the outstanding charge. Lease states it was their responsibility to deduct. We never received a bill, the bill was sent to collections

  Business Response

  Date: 10/21/2024

  The disputed amount was paid by Ms. ***** on 10/9/24.  Per the property manager, ****** there was a miscommunication on this balance.  This issue is resolved from the property level and resident has moved out.

   

• Initial Complaint

  Date:08/23/2024

  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.

  They will not respond back to me about my concerns and about my deposit. Below I attached an image with more details as this section would not allow me to write all of it down.

  Business Response

  Date: 10/21/2024

  ******** moved out June 24th, 2024; leaving the community she had zero open or outstanding work orders. When she put in a ticket for her AC not working on April 1st, she did not give us permission to enter, and would not secure her dog. We reached out 9 different times from 4/8/24-4/24/24, including putting a letter on her door with no response from her, so we closed out the ticket instructing her to contact us when she is ready. She had zero damage to her apartment and was only charged her final utility bill on her move out statement. She did not nor ever pay a pet deposit. This was explained to her via email and over the phone by the new property manager, and assistant

• Initial Complaint

  Date:07/26/2024

  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 out of my apartment on June 24, 2024, and they never gave my security deposit ($99) back or relayed any communication of itemized damages. When I asked them in person why they have not returned my deposit, they verbally told me that I won't get the deposit back because I owed them money for an undisclosed charge, which I have no record of receiving. They still have not sent a bill to me for this charge, however. This also did not make sense to me because I paid all of my rent and other fees at the time of move out, and they did not tell me there was a charge I owed on the day of move out.

  Business Response

  Date: 08/14/2024

  Tell us why here...Hello ****,
  
  All final move out charges were explained in detail to you in person.  The only charges were your final pro-rated utilities, as utilities are billed in arrears.  We are happy to provide you another ledger detailing each specific charge.  Your $99 security deposit was applied to the utility charges, and left a balance owed.  Please feel free to contact our office at ************ or ********************************************************* for any additional questions, or any item needing clarification.
  
  Thank you,
  Village Green Management 

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is *****. I am following complaint for my parents, ******* Keuscher that lives at this location in Dublin under the management of village Green. First conversation I had with ******* **** regional Director of Village Green management back in August 2023 to get rent lowered & upgrade & etc in the apt and continue to speak to him all the way up through November 2023. my parents have lived at this residence for 20 years, they have been the longest residence on that property and nothing has been done in their apartment. ******* finally agreed to lower their rent because they were renting these apartments for 1299 up to $1800 for all upgraded apt, So Property manager ***** finally did it, But at $1395. Our major complaint is nothing has been done in the apartment no upgrade of the appliances change. The baseboards in the kitchen (see pic) is completely coming off. Countertops are ripped cabinets old & has fall down.carpets disgusting they were going to get someone to come in to clean them and clean the air ducks because they’re full of dust. My parents are in mid-80s & they keep indicating they can move to an upgraded apartment, but my parents will not move. They stated they can move to a upgraded apartment but my parents will not move. They have been there for 20 years. and now they have a new property manager and district manager is no longer there. I’m just tired of going through all the hoops trying to accommodate from my parents while being in and living in their elderly age. The toilet has flooded. I filed a maintenance request. as of today 2/8/24 no one has come out… resident should not suffer because of lack of staff and employees. We have seen companies and go on this property for 20 years. Shit hasnt gotten better.!!! I’m representing my parents ***** and have done all the communication. So those that want to rent these apartments beware, I can tell you multiple stories and everything about the property.!

  Business Response

  Date: 02/16/2024

  We are very sorry to hear about the difficulties you have been facing over the last few months in regards to your parents' home.  After speaking with all involved parties, it has been reported that repairs were attempted by maintenance, but staff stated that the occupants would not allow access to the unit in order to begin work.  Additionally, the upgrades that were requested are unable to be completed inside of an occupied unit due to the inability to access all areas of the apartment, such as new flooring, appliances, paint or installing new cabinetry.  Because of this issue you were offered to transfer to a new, upgraded unit, but refused.  We are under the impression that your parents are not willing to move their belongs to do some additional minor work, too.  Based on the information in the residents file, the renewal price of $1395.00 which was agreed to by the residents, was a $112.00 decrease in the monthly rent of $1507.00.  Regarding the work order you stated was submitted on 2/8/24 for a flooded toilet, there is no work order currently open in our system for a toilet.  However, there is an open work order to repair the disposal and address an issue with a door handle inside the unit.  We anticipate having this repair completed by 2/23/24 and will contact the residents by 2/20/24 to schedule.  It is also reasonable to note that ***** is not on the lease, nor have the current property manager heard from her or seen approval to speak to her directly.  We have not heard from the current residents at best, the last 30 days regarding any issues.

  Thank you.

   

• Initial Complaint

  Date:09/29/2023

  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'm joining the chorus of tenants who've had concerning experiences at Grandview Apartments by ******. It's disheartening to witness the ongoing issues and inconsistencies with the management. It's also concerning to know that they attempt to silence or manipulate negative reviews. Security Deposit Concerns: Be warned, if you decide to rent here, there's a high chance you won't see your security deposit again. They deduct YOUR LAST TWO MONTHS OF UTILITIES from your deposit after you move out, without your knowledge or agreement. Shockingly, this practice doesn't seem to align with Ohio tenant law, nor does it appear in the lease agreement. They conveniently omit mentioning that billing is 60 days behind upon arrival. This is the first apartment in Columbus where I, and others I know, did not receive our security deposits back and had to pay vague fees. It seems the only way to avoid this is by not paying your last two months' utilities. Lack of Transparency: Transparency and communication are perpetual issues here. They couldn't provide us with legally binding proof that we were informed about the 60-day billing cycle being behind or that we had an outstanding balance when we moved out. Everything was paid in full when we left, and only later did they claim we owed over $200. Suspiciously, the sum of these "outstanding" utilities matched our security deposit. Ohio tenant law and our lease do not allow security deposits to be used for unpaid utilities. Even their legal counsel couldn't explain the legality behind these choices. We've filed in small claims court to recover our deposit. Inconsistent Deductions: Security deposit deductions seem arbitrary, with variations between tenants for similar issues. This raises questions about fairness and adherence to the law.

  Business Response

  Date: 10/04/2023

  Hello,

  Per the signed lease agreement, any final balances owed to the community will be deducted from the security deposit refund, and if the balances are greater than the deposit on hand, a collection activity will be placed.  As of today, you and your roommates have paid the final balance owed to the property and you are in good standing.  Thank you.

  Customer Answer

  Date: 10/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20676072
  
  I am rejecting this response because: Upon our departure and subsequent return of our keys, we were assured that our account had been settled in full, with no outstanding charges remaining. This information was corroborated by our online account portal, which indicated a zero balance. Approximately three weeks following our departure, however, we were unexpectedly billed for previously undisclosed obligations by ******, charges that were assessed post-relocation. The lease agreement does indeed grant ****** the authority to deduct unpaid fees from our security deposit should they remain outstanding at the time of move-out. In this instance, the bill in question was not even visible in our account until after our departure, rendering it impossible for us to fulfill the requirement of paying "unpaid charges by time of move-out." It is imperative to note that Ohio tenant law takes precedence over lease agreements, stipulating that utility fees cannot be offset against security deposits. Therefore, even if we were remiss in paying these charges on time, ****** lacks the legal prerogative to extract utility fees from our security deposit. Moreover, we received no prior notification from ****** regarding these overdue charges.

  
  In our pursuit of clarification and verification, we solicited proof of notices sent and sought clarification from the lease agreement regarding these policies. Regrettably, ****** did not furnish any such evidence, and their actions lacked legal justification. This situation raises concerns regarding the adherence of ****** to both lease agreements and Ohio tenant laws.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/12/2023

  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 was living in *** ******* ** ***** ***** apts in an income restricted unit. Upon renewal of my lease on 05/01/2022, the property manager confirmed with me that I no longer qualified for affordable housing because the property only accepted 30/50/60 MFI. She explained that the procedure would be to transfer a tenant into a non-affordable unit that was the same size or smaller but that nothing was available. The only unit available was a 2 bedroom for $1400. Being unable to afford that, I signed the 60-day notice to vacate, my only other option. The manager wrote on it no longer qualifies for affordable housing. My move out date became 07/17/2022. The property manager did inform me that I qualified for 70/80 MFI and to look on City of Austin's housing authority website to find apartments that accepted 70/80 tenants. Using this website, I discovered that *** ******* ** ***** ***** went up to 80% MFI, I assumed this to be outdated info. About a month and a half passed since I signed the notice, and I returned to *** ********s website and found an affordable unit. I submitted the online app and paid the app fee and moving fee to secure the unit. About a week later, the Assistant Manager, left me a vm and asked me to provide my income verification to finish up the app process. I told him that I was told that I didn't qualify for affordable housing by the manager. He said he didn't know she would tell me that. He said the units went up to 80% MFI, and that I qualified. My new lease move in date was Aug 29th. I asked the asst manager if I left an income restricted unit for another income restricted unit, why couldn't I have stayed in the previous one until the new one became available. He said the only way to have kept you in your same apt is if I had another A2 style that was 80% or above to switch the apt status with. Your current apt is already rented for when you move-out, so even if I did have something that came up today, I wouldn't be able to make any switches.

  Business Response

  Date: 09/18/2023

  Good evening,

  I am happy to respond to Ms. *********'s complaint, and I do empathize with her concerns and truly apologize if anything that was communicated by my staff at the time was misinterpreted or misunderstood. 

  ******* ** ***** ******s affordable units are designated at 30, 50, 80 and 120% AMI as governed by the LURA.  These designations cannot change per the LURA and the unit count for each AMI designation must be exact and remain consistent throughout the community while the LURA is in place.  Every year at renewal, any tenant residing in an affordable unit must have their income recertified in order to ensure they meet the income restriction requirements. Ms. ******** was residing in a 50% AMI unit.  At the time of her renewal recertification, her income overqualified her so she would not be able to renew. She did however qualify for an 80% AMI unit, and as you will see from the communication from my team, she was given options based on what was available at the time of renewal. Unfortunately, those options did not work for her. I am happy to speak to her over the phone about this as well if she needs further clarification.  My number is ###-###-####

   

   

   

  Customer Answer

  Date: 09/26/2023

  I was given false/misinformation that resulted in me having to vacate my apartment.  I was told that I no longer qualified for affordable housing by the property manager, but Village Green’s response to my complaint indicated that I was always rightfully qualified for affordable housing. The  business’ response stated that I was given options based on what was available at the time and unfortunately those options did not work for me. The only two options I was given was to rent a non affordable housing unit that I could not afford, or vacate after 60 days, I chose the latter. What are the provisions for tenants that are overqualified for a particular unit but still reside under the 120% AMI, and all units the same size or smaller are currently unavailable. Does compliance with fair housing and equal opportunity laws only afford a tenant with the option of vacating the premises if he or she becomes overqualified for a unit? 
  

• Initial Complaint

  Date:07/05/2023

  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.

  Hi, On approximately April 13, 2023, I applied for an Apartment @ Canal's Edge Apartments. I was told by the office manager, that I would be assigned to **** ******* ****** ***, as things got closer to my move-in date, I began to worry because, I hadn't heard anything from them at all. I called and was told it was not ready yet. Come to find out, the office manager, had lied to me, because later I found out, the apartment was still in someone else's name. How can a company take $50.00 for an application fee, for an apartment, that was never available to me??? I just rightfully, NEED my MONEY BACK. I am a disabled senior on a limited income, and I was taken advantage of. Please help me get my $50.00 back. Thus place is a pure scam. Thank you.

  Business Response

  Date: 07/14/2023

  The Village Green team has spoken with previous applicant. We were informed by ownership that we are at capacity for voucher program recipients for the community. Village Green has agreed to refund application fee previous applicant. Thank you. 

  Customer Answer

  Date: 07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ***************

• Initial Complaint

  Date:11/17/2022

  Type:Product 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 moved out from the Meridian at **** ********* **** on Sept 29th. I have been getting the run around about getting my security deposit back for 2 months now. I received an email on Oct 18th with my moveout statement that shows the amount of refund = $250.00 and amount owed of $56.97 for utilities ( which I was told would be deducted from my security deposit vs me paying it outright) This leaves a balance of $193.03 to be refunded to me and mailed to my new address as referenced in the moveout statement. I have provided my new address at least 5 times to the people at the Meridian. Spoke with *** and ***** and I was told that because there was an amount owed on the account the remaining balance of the security deposit was written off. This is total unacceptable and no where in my lease was anything like this stated. I have asked for area manager name and number to resolve this issue with no luck in getting this name and number. We are getting close to 60 days with no resolution. If I am not getting my deposit back I would like to see an itemized account to see where the total $250 is going as the document that I have received from you does not show that. Please look into this and resolve this issue. Terrible customer service.

  Business Response

  Date: 11/18/2022

  Thank you for bringing this to my attention. I will need to review this with accounting and the on-site manager to determine where the discrepancy is reach out to you directly. 

  Customer Answer

  Date: 12/02/2022

  ********* *** <********@miamioh.edu>
  Thu, Dec 1, 12:31 PM (1 day ago)
  to disputeresolution
  
  To whom it may concern, 
  
  I am emailing to inform you that my dispute against Village Green Management (incident #********) has been resolved. They issued a new check for my security deposit which I have now received. 
  
  Thank you so much for all your help with this matter. I do believe your assistance led to this issue getting resolved.
  
  Thanks,
  --
  *** ********
  Miami University Class of 2020 
  Farmer School of Business | Women in Business
  ************ | ********@miamioh.edu