Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2025

  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.

  There has been multiple requests put in to get someone to resolve a leaking issue. It has now gone on for so long without someone coming out to access the problem that we now have mold. On top of that we have been sick due to the mold and aren't comfortable with our dogs staying here. The property management finally sent someone out and they didn't do anything. They did make sure they spit on my door mat before leaving. Everyone from the property management has been extremely rude along with the guy to check our unit. They never made an extra key to get into the apartment so now myself and my husband have had to miss work. Now we are missing out on money and sick. Someone needs to step in with this management company as its poor management and poor customer service. I would never recommend someone rent from this company.

  Business Response

  Date: 08/25/2025

  Thank you for reaching out and sharing your concerns. We want to take a moment to provide clarity regarding the steps management has taken in response to your maintenance requests.

  
  We see that a work order was submitted on Saturday, August 9th, when our offices were closed. Once received, the matter was addressed accordingly, and management contacted you directly to provide further assistance. During this process, the necessary repairs were explained, and per your request, the work was scheduled so that someone could be present in the home. The wall unit and surrounding area were inspected, the drywall was carefully removed, and no signs of discoloration, water damage, or mold were found. As an added precaution, all insulation was replaced with new materials. Management was present during the repairs to oversee the work and to ensure all of your questions and concerns were addressed directly.
  

  We understand how important clear communication and timely repairs are, and we remain committed to both. At this time, our inspection and repairs have not shown evidence of mold within the unit. However, should you continue to experience any concerns, we are more than willing to coordinate a follow-up inspection at a time that is convenient for you.

  
  Please know that our goal is always to provide a safe and comfortable living environment. We ask that communications remain respectful so that we can continue to assist you effectively. We are committed to working with you and will gladly schedule further evaluations if needed.
  

  Sincerely,

  The Edge Property Management 

• Initial Complaint

  Date:06/27/2025

  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.

  My rent per the lease is $900.
  Edge property management charges “fees” not outlined in the lease agreement.
  Timeline:
  14 May: $45 dollar application fee
  $900 dollar security deposit
  17 May : I was charged $1804.98 before moving in. This is 3 months rent!
  As of: 27 June I owe them $453.73!
  I discussed this with 2 different workers and they both said that this what I owe.
  27 June: I will owe them $2700 to get out of the lease early.
  I filed my notice to vacate early because these people are either inept or actually stealing from tenants.
  I do not recommend this rental property.
  I have lived all over the country while serving in the Army. No one has ever tried anything like this until now.
  I was billed for 90 days. I was overcharged for may. I also paid June and July rent with the initial $1800. I still owe them $450!
  I am Seeking a removal of the early termination fee and my security deposit back. $3,600
  Thanks edge!

  Business Response

  Date: 07/07/2025

  This matter has been thoroughly explained to the resident through both text and phone call communications (see attached). The concern appears to stem from a misunderstanding of how their payment was applied—not from any incorrect or unauthorized charges.
  

  To clarify:
  -On May 17, the resident paid $1,804.49. At that time, the only amount due was their move-in charge of $902.49.
  -This left a credit of $902.49 on the account.
  -When the prorated rent for June ($453.73) posted, it was deducted from that credit, leaving a remaining credit of $448.76.
  -That credit was then applied toward July rent, resulting in a balance of $453.73 still owed for July.
  

  The resident was not overcharged at any point. All charges are standard, in line with the signed lease agreement, and clearly reflected in the attached ledger. There were no additional fees assessed beyond the processing fee, rent and prorated rent amounts. While the resident did provide notice to vacate early, the early termination fee of $2,700, as outlined in their lease, has not been charged. It will only be assessed upon move-out, per the terms of the lease.

  Lastly, we must address the resident’s behavior during an in-office visit. Our staff was subjected to yelling and profanity, which is unacceptable and will not be tolerated. We are committed to maintaining a professional, respectful environment for both residents and employees.
  

  All charges are valid, accurate, and properly documented. We are happy to provide any additional information or clarification upon request.

• Initial Complaint

  Date:06/20/2025

  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 been trying to contact the office in regards to our lease agreement. You can not get a hold of anyone. I have attempted email, text, and phone calls all non-responsive. We submitted an issue with our kitchen sink pipes needing to be fixed. I was given a date that someone was supposed to show up and it was a no show. We had to fix the issue ourselves due to water leaking. Then weeks later 2 men entered our residence without prior notice. Submitted for an issue with the dishwasher, they had to order the part and it still hasn't been fixed. Also making tenants pay $4700 to break the lease is not only excessive its criminal! Seems to be that all tentant are having the same problems we are. But they will text and email before the rent is due that it needs to be paid, as long as they get money they don't care. There is a reason they have the AI Bot set up so they take no responsibility for their actions.

  Business Response

  Date: 06/20/2025

  Thank you for your feedback. We understand your frustration and the concerns shared by other tenants, and we’ve taken those concerns seriously. As a result, we recently rolled out a live chat feature that allows tenants to connect directly with their property manager during business hours for faster, more efficient communication.
  

  After reviewing our call logs, we see that you attempted to contact our office on June 19, when we were closed in observance of Juneteenth, and again on June 20—the same day this complaint was submitted. Unfortunately, we did not have the opportunity to return your call before this complaint was posted.

  
  Regarding maintenance, we do not employ an in-house maintenance team and instead work with third-party vendors. While this sometimes creates delays beyond our control, we absolutely understand the frustration when a vendor doesn’t show as scheduled. We were not made aware that the dishwasher issue was ongoing. According to the vendor’s last update on June 12:
  “Removed dishwasher, backed out water, unplugged, turned dishwasher sideways, removed pump, cleaned, reinstalled – fine at this time. Told them to call back if he has any problems.”
  If there are still issues, we are happy to follow up and ensure they’re resolved.

  
  Lastly, please note that lease agreements—including early termination fees—are made directly between the tenant and the property owner. These terms are set at the owner's discretion, not by us as the management company.
  We are actively working to improve both our response times and the tenant experience, and we appreciate your patience as we continue making these changes.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

  You did not respond to entering our residence without prior notice, when we had an issue with leaking pipes under the kitchen sink, which is deemed an emergency, no one showed up to fix the problem, this had to be fixed by the owner. Not only that when they address the issue with the dish washer, we had to buy the part out of pocket and fix it ourselves. The maintenance personal did not fix it and it was not in working order when he left. Live chat is just another AI bot and we can't get any issue resolved, we have NOT been contacted by anyone at this point. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/24/2025

  Thank you for your follow-up. We’d like to clarify the concerns raised:
  1. Entry Without Notice:
  Per your signed lease and tenant handbook, submitting a maintenance request grants management and vendors permission to enter the unit to complete the repair. From the lease: “At the time a tenant submits a maintenance request... tenant is granting permission for their unit to be entered...” From the handbook: “Submitting a maintenance request gives our staff permission to enter your home to make the requested repairs.We will make every
  attempt to notify you of a general time of arrival"
  2. Kitchen Sink Leak:
  Your request stated the leak was contained and only occurred when in use. Based on that, it was not escalated as an emergency and is not listed as such in the tenant handbook.
  3. Dishwasher Repair:
  Our vendor reported on June 12 that the dishwasher had been cleaned, reinstalled, and was functional. No further work orders were submitted. If the issue worsened, we were not notified and cannot address problems we are unaware of. We also cannot reimburse for out-of-pocket repairs that were not pre-approved or communicated through our official channels.
  4. Live Chat Platform:
  The live chat system is not AI-based. It is actively monitored by myself (Regional Property Manager), two senior team members, and our leasing agents during business hours. If a message was missed, we sincerely apologize and are reviewing our logs to ensure nothing was overlooked.
  We remain committed to resolving concerns and encourage continued communication through official channels so we can assist you directly.

  
  

• Initial Complaint

  Date:04/21/2025

  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.

  Landlord is trying to charge me an additional $100 per month after living here for a year in order to renew my lease for a "processing fee", new tenants are not having to pay this fee and this fee is listed nowhere on the new lease or old lease, additionally, I was told I could not rent for them unless I bought apartment insurance through one of their companies, **********, which is suspiciously owned by the same people and no mentioned as a requirement on the lease.

  Business Response

  Date: 05/09/2025

  Dear *******,

  Thank you for the opportunity to respond to the regarding fees and insurance requirements associated with your tenancy.

  Month-to-Month Fee: Your lease agreement clearly outlines on Page 1 that upon expiration of the initial fixed lease term, the tenancy may convert to a month-to-month basis. In such cases, a month-to-month fee is applicable. This provision is standard practice and disclosed in the signed lease. The resident’s account reflects this fee only after the original lease term ended and the tenancy rolled into a month-to-month arrangement. It is not a renewal or arbitrary processing fee. We have attached the lease for you to review. 

  Renters Insurance and **********:
  While we strongly recommend that residents maintain renters insurance for their own protection, it is not mandatory to purchase a policy through ********** ********** program. ********** is a third-party service integrated within the ******** property management platform, which is widely used by property managers across the country. Residents have the option to secure renters insurance through any licensed provider of their choice. There is no ownership or financial relationship between our property management and **********.
  

  We are committed to transparency and compliance with all lease terms and legal obligations. We encourage our residents to reach out to our office with any concerns, and we are happy to provide clarification or assistance as needed.

  Thank you, 

  The Edge Property Management 

   

• Initial Complaint

  Date:02/26/2025

  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 pay a monthly rental amount of $775 per month. This property management company is the most unprofessional entity I have ever had the pleasure of dealing with. You can not talk to a real human with this company, you get to talk to ****** the AI robot and he will take a message but you’ll never get a return call. I had ***** ****** email me and tell me “per my lease agreement” I needed to upload renters insurance by Feb 21st. In my lease agreement that I signed it doesn’t include any policy stating I have to have that. So I emailed her back and I still haven’t gotten a response. The email was replied to on Feb 19th. I work 9am to 5:30pm and this company will only respond from 9a to 5p and they will not listen to my requests for them to call me during my 30min lunch break when I have access to my phone.
  Basically I don’t know how they expect to call them selves a property management company. They don’t manage anything other than getting you into an apartment and then after that… good luck ever speaking to them again. ****** the AI robot will be there to kindly listen to your concerns but no human they pay there does anything with that information. I haven’t had a dryer in over a month and I can’t get a single person to call me during 1p to 1:30p on any day so I can ask to pro rate my rent. I pay for that amenity so I shouldn’t have to if that amenity isn’t available and they aren’t working in a timely manner to fix it.

  Business Response

  Date: 03/13/2025

  Thank you for reaching out and allowing us to address your concerns.
  

  Regarding the renter’s insurance requirement, an automated email was sent to all residents as part of our policy, as insurance is required for move-ins and lease renewals. Your lease renewal notice also outlined this requirement. We apologize for any confusion and are happy to assist with documentation if needed.
  

  For the dryer repair, the initial work order was submitted on February 2, 2025, requesting a 2-day advance notice. The vendor scheduled service for February 5, 2025, and determined multiple parts needed to be ordered. The repair was completed on February 20, 2025.
  On February 21, 2025, another work order was submitted for the dryer not functioning. The vendor scheduled service for February 25, 2025, replaced additional parts, and restored the dryer. However, the issue recurred later that day. A duplicate work order was mistakenly created but did not affect the service timeline. Due to ongoing issues, we expedited a replacement, and a new dryer was installed on February 27, 2025, fully resolving the problem.
  

  We understand scheduling repairs can be challenging, and we strive to accommodate all residents’ time frames, whether through vendors or our office. Our office is open Monday–Friday, 9:00 AM to 5:30 PM, and we work hard to provide timely service across the 1,500+ doors we manage in Kentucky.
  

  We sincerely apologize for any inconvenience and appreciate your understanding. Please let us know if you need further assistance.