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:08/19/2025

  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.

  Supporting Documentation ****************** Cleaning): They stated that providing supporting documentation would violate policy. I am requesting photographs of the alleged damages that they claim were so significant they justified the charges.Mail Key: They cannot confirm or deny whether we ever had a mail key. We maintain that we did not. They stated that a move-in form should exist, yet when we requested it, we said it was only in the portal. I no longer have access, and my roommate confirmed it is not there. When we were asked to send a copy directly, they said that was not an option.Parking Pass: They indicated they would look into this matter. It has now been several days, and I have received no follow-up email or resolution.Water Bill: They stated they cannot provide a copy of what was billed over the past three months from the local water company. This lack of transparency is unreasonable.Allocation of Funds: Stratagem formatted the disposition letter in a way that deducted all charges solely from my half of the deposit, rather than splitting costs fairly between tenants. This is despite the fact that the lease and tenant portal treated us as separate entities, with separate rents and fees. The disposition letter itself even contains a section titled Individual Refund, clearly identifying that my roommate was to receive $413.47. I was also verbally assured at the Stratagem office on 5/28/25 that the refund would be processed directly to my bank account (which they confirmed at that time, along with my forwarding address). Instead, the refund was misdirected to my roommate, and Stratagem has now claimed that tenants themselves must handle disbursementan obligation not supported by the lease

  Customer Answer

  Date: 08/19/2025

  I was never issued a mailbox key. Stratagem cannot confirm whether one was ever provided, yet they continue to charge for it. They claim a move-in conditions form exists but refuse to send a copy, even though I no longer have access to the portal and my former roommate confirms the form is not available there. This refusal is unreasonable and obstructive.

  Business Response

  Date: 08/27/2025

  Dear Myaia, 

  Thank you for bringing this to our attention.

  According to our records, you resided at the property for two years, and during that time, we did not receive any maintenance requests or communications regarding a missing mailbox key. Typically, any issues identified at move-in, including missing keys, should be documented on the Move-In Condition Form, which residents are asked to complete and submit shortly after taking possession of the unit or reported via a work order.

   The charge remains applicable, as we have no documentation on file indicating that the key was missing at move-in or that a replacement was ever requested during the tenancy. 

  If you believe further review is necessary, please do not hesitate to contact us at any time. 

  Best Regards,

  Stratagem Management

  Customer Answer

  Date: 08/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23765630
  
  I am rejecting this response because: Key Issues:
  Improper Allocation of Deposit
  Stratagem formatted the disposition letter in a way that deducted all charges solely from my half of the deposit, rather than splitting costs fairly between tenants. This is despite the fact that the lease and tenant portal treated us as separate entities, with separate rents and fees. The disposition letter itself even contains a section titled Individual Refund, clearly identifying that my roommate was to receive $413.47. I was also verbally assured at the Stratagem office on 5/28/25 that the refund would be processed directly to my bank account (which they confirmed at that time, along with my forwarding address). Instead, the refund was misdirected to my roommate, and Stratagem has now claimed that tenants themselves must handle disbursementan obligation not supported by the lease.
  Supporting Documentation (Carpet & Bathroom Floor Cleaning)
  Stratagem has admitted they cannot provide invoices, receipts, or photos for charges related to carpet cleaning and bathroom floor cleaning, citing vague restrictions. This is unacceptable. If damages were allegedly so severe as to justify deductions, photographic evidence and contractor documentation should exist. Their refusal to provide such evidence calls into question the legitimacy of these charges.
  Mailbox Key & Move-In Form
  I was never issued a mailbox key. Stratagem cannot confirm whether one was ever provided, yet they continue to charge for it. They claim a move-in conditions form exists but refuse to send a copy, even though I no longer have access to the portal and my former roommate confirms the form is not available there. This refusal is unreasonable and obstructive.
  Parking Pass
  I never owned a vehicle and never had a parking pass. My roommate returned hers on June 23, 2025a fact that could be verified by Stratagems own office cameras and staff records. Stratagem said they would look into this but weeks later have provided no resolution, no follow-up, and no documentation.
  5.Water Bill
  I was charged an unusually high water bill for the period May 15 July 18, 2025, despite only being present in the unit twice. Stratagem refuses to provide the actual water utility billing statements or meter records to verify this charge. Without this documentation, the charge is unsubstantiated.When questioned, Stratagem repeatedly redirects me to the same incomplete disposition letter instead of providing the documents requested. They delay responses by saying they will look into issues, yet fail to follow up. This has created a pattern of evasion that gives the appearance they are hoping I give up rather than them fulfilling their professional responsibility. As a tenant, I should not be forced to invest more effort into uncovering basic records than the management company that is legally obligated to maintain them.
  Resolution Requested:
  Provide all supporting documentation for charges (invoices, receipts, photos, work orders, and utility bills).
  Provide a copy of the move-in conditions form.
  Correct the improper allocation of deductions from my portion of the deposit.
  Issue a revised accounting and refund any amounts improperly withheld.
  
  Regards,
  
  Myaia ********

• Initial Complaint

  Date:06/27/2025

  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.

  Hello,I am a new Resident at *******************************. I have been asking to speak with someone in upper management ; Preferably ***** because that's who I spoke with to resolve the discrepancy regarding the move in cost, which in fact I paid in full what was sent to me. I attached the messages exchanged between ***** and I. I am requesting my account balance reflect zero given that I was provided an amount and paid that exact amount. Please make it right and honor what was told and sent in writing to me. I have felt bamboozled from the beginning. Asia communication has not been effective from the beginning. I am asking someone else be my main point of contact. I already sent an email and text stating I don't like doing business via text. It's unprofessional and can be misconstrued. I have called and left voicemails on the office phone. No one ever calls back. I have sent emails and the one attached is the first one I received a response from u less it's Asia sending requests for payments. None of my questions were answered effectively until I spoke with ***** *. Upper management in which we went over all the fees and charges and WHILE on the phone she sent me the amount needed after making her adjustments and that's what I paid. This has been the worst move in experience and I'm unsatisfied with the service. Also, I never received the move in sheet which has to be completed today. Please make this right. I don't need this to be drawn out anymore than it needs to be. I am not going to pay anymore than what I was told. The morally right thing to do would be to honor it since it was provided to me in writing via text message. I haven't even been here a whole week and have sent more emails, Made more calls to this office. And sent many text way mor then I did my entire previous residency.I'm not sure who Cayln is but if I was able to provide proof then that should be the end of it. At this point I should get a credit just for the hassle and inconvenience,

  Business Response

  Date: 06/27/2025

  Good morning, *****,

  Thank you for reaching out and taking the time to share your concerns. I truly apologize for any misunderstanding you've experienced.

  Ive reviewed your account, and everything appears to be accurate. As outlined in your lease agreement which began on June *******, your monthly charges are as follows:

  * Monthly Rent: $1,450.00
  * Technology Fee (per leaseholder): $4.95
  * Common Area Maintenance: $20.00

  Per our agreement, the move-in charges included prorated rent for June, full rent for July, your security deposit, and a one-time administrative fee of $50.00.

  The amount youre referencing in your email aligns with the terms outlined in your lease. For your convenience, Ive attached screenshots of the specific clauses for your reference.

  I hope this helps clear up any confusion, but if you still have questions or need further clarification, please dont hesitate to contact us at any time. I also gave you a call and left a voicemail with my contact details.

  Best regards,

  Stratagem Management

  Customer Answer

  Date: 07/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23526551
  
  I am rejecting this response because: No it does not help and again that wasn't the amount I was told per the conversation I before continuing with my lease and even paying. Otherwise I would have chose the option to not move forward and cancel my lease. I am still asking for this to be further escalated to someone who has the competency to understand what I'm saying. I will oblige and honor my lease going forward but initially that's not what I was told and I sent the messages to prove it. On top of that I'm still having maintenance issued that have been unresolved since June 24th so the charges of $20 and $4.95 for maintenance shouldn't even be questioned when I still have unresolved maintenance requests that was in fact canceled without the job being completed. Therefore what am I paying for a maintenance fee and maintenanceisnt doing their job? On top of this remaining balance was not what I was told per the message again and it should be honored. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 07/08/2025

  Good afternoon, *****,

  We hope this message finds you well.

  We apologize for any inconvenience this may have caused. As mentioned in our previous communication, we provided the prorated rent along with the base rent for July and Security Deposit. Per the terms of the lease agreement you signed, you are still responsible for the remaining lease charges, which were due on July 1, 2025.

  For your reference, weve attached the specific lease terms related to this matter.

  If you have any further questions or concerns, please dont hesitate to reach out to us at any time.

  Thank you,

  Best Regards, 

  Stratagem Management 

  Customer Answer

  Date: 07/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23526551
  
  I am rejecting this response because: they con me into signing the lease. This a for profit business and operate with scandalous practices and I will not renew a lease and already counting down. I am still disputing and do not and will not agree to deceitful practices when I have proof and you see it. As I stated and provided. If the fees don't accumulate late fees it will just sit on the account because that's not what I agreed to. Period. 
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 07/31/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.

  
  

  I put in a maintenance request July 3rd that my door did not lock which is a safety concern. Maintenance came and put a wood block behind the door and hasn't come back to fix it. I have called multiple time and spoke with *** and she always says she will call but just being here for a lil over 30 days I know they don't do anything they say they will. I am being charged for a maintenance fee each month but in the first month I had to put in 10 maintenance req and now going into the 2 Month there has been a maintenance request in for almost a month and to hasn't been resolved and this should be priority because it's regarding my safety. I need the maintenance fee returned and the issue resolved immediately. It is not the tenant job to keep calling every day for an update and resolution. This company is horrible

  Business Response

  Date: 08/04/2025

  Good Afternoon, Pariss,

  I hope this message finds you well.

  Our records indicate that a work order concerning your door lock was submitted on July 3, 2025, and completed by our maintenance team on July 7, 2025. We sincerely apologize if the issue was not fully resolved at that time. We have not received any further work orders or follow-up communications since that date.

  I also attempted to reach you on Friday August ****** via phone to follow up on the matter and to discuss the possibility of lease termination, should that be something you wish to consider. Unfortunately, we were unable to come to an agreement during that time. 

  Please know that your safety and comfort are very important to us. If the issue with your door is ongoing, we encourage you to submit a new work order, and we will gladly have our maintenance team return to address any outstanding concerns.

  We appreciate your patience and the opportunity to resolve this matter. Please let us know how you would like to proceed.

  Best Regards, 

  Stratagem Management

  Customer Answer

  Date: 08/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23526551
  
  I am rejecting this response because:  yet again I have to do the work of your employee and you see no wrong. It's just horrible business. Then you don't consult with the people who answer the phone the confirm what is going on. I just spoke to Asia last Monday and she said she saw the work order and was going to contact the maintenance man who was working it and would call back. Do you think I got a response no. As I stated in my complaint they put a wood door in between. The door is not accessible. I havent been able to access in a month now being that's it's August 4th and you want to charge a monthly fee for maintenance.  What you guys can do is open the order back up and send the maintenance since I'm confirming the work was not done. This is not the first time they keep closing orders and not completing the work. Do your job and get it done. I mean that's the least you do since I paid and thats all you ***** care about clearly. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 08/05/2025

  Good afternoon, Pariss,

  Thank you for your response.

  Once again, we sincerely apologize if the work order was mistakenly marked as completed on July 7, 2025. In general, when a work order is closed, a notification is automatically sent to the resident. If the issue remains unresolved or additional service is needed, we kindly ask that a new work order be submitted. This process is outlined in your lease agreement on Page 7, Paragraph 15, which states:

  If Tenant requests maintenance or repairs through email or Landlords website, it shall be implied that Tenant hereby grants Landlord and/or its contractor's permission to enter the Premises to make requested repairs as needed, in Landlords sole opinion.

  Following our phone conversation on August 4, 2025, and understanding your continued dissatisfaction with the service provided, we offered to end your lease effective August 31, 2025. Please note that your security deposit will be processed according to our standard procedures.

  We sent the lease termination document for your review and signature. Again, we truly apologize for any inconvenience you may have experienced.

  At this point, we believe weve offered a fair solution to help resolve the issue, and we consider the matter settled.

  Should you have any questions or need further assistance, please dont hesitate to reach out to us at any time.

  Thank you 

  Best Regards, 

  Stratagem Management

• Initial Complaint

  Date:06/07/2025

  Type:Billing 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.

  This issue is in regards to my stepfather Al *** *********. He was a tenant at the stratagem property in ********, **** with the address of *********************************************************************. Mr. ********* passed away on March 23 of this year. As administrator of his estate, I closed out everything that involved his apartment. After his passing, we received several unexplained and unacceptable charges for his apartment. We just recently received a notice from a collection agency of a fee that the company still wants to collect. The apartment complex manager in ********, ***** *********, has been very unhelpful and uncooperative with these issues. Further correspondence was held with ******* in the **************** If Stratagem had been interested in actually doing what was best for the tenant a lot of these issues could've been avoided. This is not a company that I could recommend for others to do business with.

  Business Response

  Date: 06/16/2025

  Dear ******,

  
  Thank you for your message regarding the account of Mr. ***** *********.

  First and foremost, we would like to express our condolences on your loss. We understand how difficult it can be to handle these matters during such a time, and we appreciate your efforts to ensure everything is resolved properly.

  In reviewing the account, please note that the charges applied were solely related to the following:

  Unit cleaning

   Mailbox key missing or not returned

  Removal of personal belongings

  Final water utility charges

  These items brought the balance due to $179.14. However, after further review and communication with the collection's agency, we can confirm that the account has been properly canceled and there are no remaining responsible consumers or debt to be pursued. No further action is required on your part.

  We regret any confusion or inconvenience caused throughout this process and will ensure that no further communication regarding this matter is sent.

  If you have any additional questions or need further clarification, please do not hesitate to reach out.

  Sincerely,

  Stratagem Management 

  Customer Answer

  Date: 06/16/2025

  
  
  Better Business Bureau:
  
  Thank you for the condolences; this has been a difficult time for us and one not expected from my stepfather (*****) or my father. I deeply appreciate your willingness to work with me regarding this situation; this is truly a gift. I am grateful for the excellent customer service extended.
  

  I accept the business's response to resolve this complaint.
  
  Be blessed,
  
  ****** *****

• Initial Complaint

  Date:05/15/2025

  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.

  So my initial maintenance cost was to fix my toilet seat, stratagem canceled that request and texted me to let me know, so I fixed myself the other day. But the maintenance person came in another day without any notice like always, which violates the Ohio Law, stating he was there for the toliet seat, I told him clealy that the request was cancled and showed him the canceled email, he said he still has a maintence request about toliet seat in his phone, which I believe it's Stratagem's operation's mistake, then he said he want to look at my light, so the problem of my light is that once it's closed for 30 minutes or longer, when I turn on, it takes about 5-10 seconds to actually light, so when the maintenance person came, the light was already on, so it doesn't show how it's not functioning, the maintenance guy simply said something like, oh it's normal to light for 5 second?????????Then he left, the whole process took 5 minutes, which Stratagem charges 75 dollars, which is 900 per hour????Excuse me????? Paying 75 for their mistake??? They should not show up!!! it's a complete fraud, for ppl reading this, drop off college, stop looking for jobs in *****, work or run a company like Stratagem and earn 900/hr, this should be American dream

  Business Response

  Date: 05/22/2025

  Dear *** **, 

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you experienced regarding your recent maintenance request. 

  Upon review, it appears there were two separate work orders created, unfortunately, even after your initial request for the toilet seat repair was canceled, a duplicated work order was submitted and remained active in our system. This led to our maintenance technician making a trip to complete your work order. We apologize for any miscommunication.

  To address your concerns, we will be removing the $75 maintenance charge from your account. Please know that moving forward, if you submit a work order and you resolve and do not need our service, please make sure to cancel your request through your portal, this will let us know not to dispatch any of our maintenance technicians. 

  Thank you for giving us the opportunity to resolve this matter.

  If you have any further questions or need additional assistance, please do not hesitate to contact us at any time. 

  Thank you 

  Best Regards, 

  Stratagem Management

   

  Customer Answer

  Date: 08/18/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.  

  
  I received the move-out charges, and I am formally disputing several items that I believe are unreasonable and inconsistent with Ohio landlord-tenant law. 1. Burner Trays $40 The trays in question showed only normal wear from ordinary use. They were thoroughly cleaned prior to move-out, and the condition was not beyond what could be expected after reasonable use. Replacing low-cost market trays with new ones at my expense is not justified as damage beyond normal wear and tear. 2. Fridge Partition Installation $10 When I moved in, the side partition was not installed. I personally installed it myself during my tenancy. Charging me $10 for installation upon move-out, especially when a separate $35 cleaning fee was also assessed for the fridge, is unreasonable. Given the fridges design, cleaning would require removing and reinstalling partitions regardless. 3. Trash Removal $25 I do not recall leaving any trash or items in the unit. If you maintain that this charge is valid, please provide dated photographs of the items removed and an explanation of why their removal required about an hour of labor. Several of these charges appear to redefine ordinary wear and tear as damage, which effectively shifts normal property upkeep costs onto tenants. This practice is not only inconsistent with the legal standards under Ohio law but can also be seen as an exploitative interpretation of lease terms that unfairly penalizes tenants. If Stratagem insist to charge for the items I request that provide: Dated photographs of each claimed damage prior to any repairs/replacements Receipts or invoices for any items replaced or services performed An explanation for how each charge exceeds normal wear and tear

  Business Response

  Date: 08/25/2025

  Dear ****,

  
  Thank you for your email regarding the move-out charges assessed for your former residence.  We appreciate you taking the time to share your concerns, and we have reviewed your dispute carefully.

  
  Below, please find our responses to each of the items you referenced:

  
  1. Burner Trays $40: We understand your position regarding normal wear and tear. However, upon inspection, the burner trays showed signs of deterioration and buildup beyond what we consider ordinary use, which it resulted in needing replacement. 

  
  2. Fridge Partition Installation $10: We acknowledge your note regarding the fridge partition. However, all appliances must be returned in a clean and fully operable condition at move-out. We reviewed your move-in condition form, and this issue was not noted at that time, nor was a work order submitted during your tenancy. As a result, the reinstallation was completed during turnover and included in the final charges.

  
  3. Trash Removal $25: Some items were left behind in the kitchen area, which resulted in the $25.00 trash removal charge. I attached a picture of the evidence to this response per your request. 

  
  4. Maintenance Fee- $75-: Please note that this charge was credited prior to your move out. This was credited on May 22,2025. 

  
  We hope this provides clarity regarding the charges. If you have further questions or would like to discuss this in more detail, please dont hesitate to contact us at any time. 

  
  Best Regards. 

  Customer Answer

  Date: 08/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23334322
  
  I am rejecting this response because: 
  Burner Trays $40
  The landlord failed to provide any dated photographs of the trays to substantiate their claim of deterioration beyond ordinary use. Ohio law requires landlords to provide documentation to justify deductions from a security deposit. Simply asserting that ***** had buildup, without photos, receipts, or invoices, is insufficient. Four trays were replaced, yet no evidence has been presented that any were damaged beyond normal wear and tear.
  Fridge Partition Installation $10
  The charge is unreasonable and inconsistent with both Ohio law and the lease agreement. When I moved in, the side partition was not installed. A reasonable tenant would not submit a maintenance request for something so minor, nor would they take photos documenting it. Charging me for installation upon move-out, particularly when a separate fridge cleaning fee was already assessed, is improper. Nothing in the lease allows the landlord to charge tenants for reinstallation of components that were already loose or absent at move-in.
  Trash Removal $25

  The items described weighed far less than 20 pounds and could not reasonably have required an hour of labor to remove, in fact it only takes less than one minutes. The $25 charge is disproportionate and appears to be a routine turnover cost, not tenant damage.

  $75=40+25+10
  Do the math stratagem. I did not state anything about 75 maintenance in previous complaint. The explanation suggests the use of response template that does not match the facts of my case. This further undermines the credibility of their position. 
  
  

• Initial Complaint

  Date:12/27/2024

  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.

  I moved out of ********************************************* at the end of July 2024. The company didnt have the new tenant switch over the electric utility and Im being billed for $900 for service I did not receive.The City of Columbus verified that the company never contacted them and they are now screening my calls.

  Business Response

  Date: 01/07/2025

  Dear *****,
  

  We are writing to follow up on the utility bills for *****************************************************************************. According to our records, the utilities have not been transferred out of your name since your move-out date of July 26, 2024.

  As per the terms of your lease agreement, tenants are responsible for ensuring all utilities are transferred by their move-out date. This responsibility falls to you, not the property management company. It seems this process has not been completed, and we kindly request that you contact the utility companies to finalize the transfer as soon as possible.

  Since this is an account directly between you and the City of ********, they are unable to share much information with us. We are also informing the current tenant about this issue. We will assist in ensuring our new tenant sets up utilities in their name immediately. Additionally, we will attempt to collect the utility payments from the date the new tenant moved in until the date service is officially transferred to their name. If successful, we will remit these payments back to you.  The timing of this is uncertain and not guaranteed but we will make every effort we can to collect on your behalf.

  Thank you for your attention to this matter. Please feel free to reach out if you have any questions or require further assistance.
  

  Best regards,

  Stratagem

  Customer Answer

  Date: 01/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22736498
  
  I am rejecting this response because: 

  I spoke with a Supervisor with the City Of Columbus and was informed that a member of your office would simply need to call with the new tenant to have this corrected. The tenant did not set up a new utility account at this address as it was confirmed that they continued the current service in my name; they were not promoted to switch the service over in front of a member of your staff like I was before the keys were released. 

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

  Business Response

  Date: 01/07/2025

  Hello *****,

  As stated, the City will not discuss your account with a third party.  You, unfortunatly, failed to take service out of your name at the time of move out.  We are addressing this issue with the current tenant who, is similarly required to place service in their name beginning on their lease term and did provide documentation to verify this.  We will ensure that service is in their name, bill them for the days it was not in their name, and to the extent we can secure reimbursement for this we will remit this back to you.  Please ensure service is taken out of your name as soon as possible.  Thank you

   

  Stratagem

• Initial Complaint

  Date:12/10/2024

  Type:Order 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.

  Trying to force me to backpay bills that I never agreed to. The company failed to provide the proper paperwork that stated I was responsible for utilities, I did not receive this paperwork till after 4 months of living in my unit. This paperwork was never brought up, acknowledge, or shared to me, and yet it states in my lease that I was required to sign and return it prior to move in. I agreed to pay moving forward but the company still expects me to pay them $816, to which I have no agreement to pay for as there is no paperwork can back it up. I have waited over a week to hear back from management and they still wont get back to me. I refuse to give any of this balance to them.

  Business Response

  Date: 12/18/2024

  Dear *******,
  
  We hope this email finds you well and we regret any frustration caused by the timing of the charges.  We appreciate the opportunity to address this matter.
  
  Upon reviewing your account, we have determined that the charges are valid and stand.  While there was a delay in the timing of when the charges were applied to your account (we apologize and have corrected this) the lease is very clear that you are responsible for your individual utilities (please refer to section 9 of the lease you signed 8.14.24).  Further, you signed an addendum clarifying this (see attached).  Finally, attached are various text messages with our office where this was clearly explained and acknowledged prior to you signing the lease / moving in.  We fully understand that the delay in posting some of these charges can be disruptive and we want to ensure that any misunderstanding is clarified.
  
  We are committed to resolving this issue promptly and to your satisfaction. To address your concern, we propose a payment plan or flexible arrangement to manage clearing your balance.  Please reach out to the office to discuss further / arrange this. 
  
  Once again, we apologize for any inconvenience this situation may have caused and thank you for your patience. We value your business and are dedicated to ensuring a positive customer experience. 
  Should you have any additional questions, please feel free to contact us directly at **************.  Thank you for your attention to this matter, and we look forward to resolving it to your satisfaction.
  
  Best regards,

  Customer Answer

  Date: 12/20/2024

  [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.

  As shown in the addendum I signed, it was December 3rd that I became responsible for these utilities which you did not include the date on when referring to it in your response. That being said I never should have been given access to the apartment, as it states at the top of section 9, till I had been given and returned to addendum signed. Considering I was never given the addendum to do so, this section of the lease was violated already. Additionally if you look at the messages, it was clarified that it was a flat rate however it was never clarified that it was additional. Furthermore, since I never saw the additional charge from the utilities on my tenant portal I was lead to believe that is was included. With my current financial position, I will not have the funding to pay off this back charge till mid march when I will receive a raise. If this is something we can work with please let me know and we can establish a payment plan for that time period as I expect to be able to pay it off quickly by then.

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

• Initial Complaint

  Date:06/18/2024

  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.

  So Ive been living at ***********, Apartments in ******** **** ran by stratagem Management in ********, **** this whole entire apartment complex is infested with roaches. They know that the whole entire apartment complex is infested with roaches and refused to spray the whole entire building. My apartment has been sprayed three different times now And I had professional Pest control come out here and spray my apartment and I still have so many roaches. *** made the problem where to them multiple times and they just send a guy to my house to spray for about five minutes and then we had an inspection and the inspector *** literally told me when he came to my apartment. The main thing everyone complained about was how much roaches is in this building and they are not doing anything about it charging us $1000 a month to live in roaches, they know this place has roaches really bad and they still keep moving people in here, they dont answer the phone unless its about money they dont care about our health and safety. I have three small children and I just watched a ***** across my baby face while she was sleeping. This apartment building is absolutely disgusting. Also, there are constant pipe leaking mainly from bathroom. I woke up one night to my bathroom, completely covered in s*** water When I put in a maintenance request that night, they did not come until the morning so the whole entire night I had water leaking from my ceiling. If you dont believe me, read the reviews about them

  Business Response

  Date: 06/26/2024

  ****** we are actively working on ***** treatments at your building and unit. Site wide treatment is in fact underway and has been. Unfortunately, when we took be management there was an infestation. We have continued to treat all units based on the treatment recommendations provided by our treatment vendor. We have made good progress. We will add that cooperation from our tenants regarding entering units and preparing their unit for treatment is of upmost important for the most effective result. Unfortunately our records show you have denied entry on more than 1 occasion.   
  
  Since you have moved in you have submitted 33 work orders. You have 3 still open at this time. We work diligently to resolve all work orders. Our office staff will contact you about your lease break options this week.

  Stratagem

• Initial Complaint

  Date:05/06/2024

  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.

  Lease ends on May 21st. Stratagem is charging for a full month and issued a 3 day notice. Also charging errant late fees for rent paid on time. Per the lease rent is due without penalty by the 3rd of the month. Rent was dropped into their drop box at their address during business hours. Stratagem is trying to fleece tenants for additional and bogus fees outside of Ohio lease laws.

  Business Response

  Date: 05/15/2024

  To the BBB

  Mr. ******** continues to have a delinquent balance of $517 for unpaid rent and is subject to late fees and legal action.  Please see the attached lease and current account ledger.  Per the lease agreement dated 5.23.23 through 5.22.24 Section 3; rent is $15,960 payable in 12 installments of $1,330 due on the 1st of each month.  Late fees are assessed after 3 days as clearly outlined in Section 3 of the lease agreement.  Mr ******** is aware of this, is routinely late with his payments, and has had numerous late fees waived historically as a courtesy.   Mr. ********s lease is not renewing and he has stated he will "see us in court" when asked to clear his balance prior to vacating the apartment.  We stand by the balance and this case has been turned over to legal counsel.  As it pertains to the BBB, we are considering this complaint closed.  Thank you.

  Customer Answer

  Date: 05/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21673032
  
  
  
  I am rejecting this response because: my lease started on the 21st day despite being on a month to month lease prior and paying for a full months rent.  Meaning I'm being charged for time I've already paid for.  Therefor the lease began on the day it was signed but not the day the payment was due.   If the lease was for a full year starting May 21st then it is paid in full with no other money needing to change hands.   Just another one of their tenant money taking schemes.   This is on top of them now demanding arbitration agreements to file a maintenence issue or to even view your rent.   They are crooks at best.  I've waited 3 years to use either entry way into my home and it took calling code enforcement to get it accomplished.   They owe my rent credits and I owe them nothing.   Their leasing agent doesn't know what she's doing and had broken at least 2 lease laws so far to date.   Code enforcement is still on property and will receive their next laundry list tomorrow.   They continue to try and strong arm residents and I won't stand for it.  I'll hopefully see them in court. 
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/20/2024

  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.

  We have had ongoing water damage and have requested our floor be repaired since September 2022. Each time we request it, the company disregards our concerns and refuses to fix it. Whenever I bring the issue up, I'm told to put in a maintenance request. The floorboards are falling apart, peeling up, causing sharp edges to be exposed and creating tripping hazards. Due to Stratagem not fixing maintenance issues and upholding their end of the lease, we have requested to leave early. They will not allow us to leave before the end of our lease unless we sublet. Due to the ongoing and very visible maintenance issues, no one would want to sublet this unit.

  Business Response

  Date: 03/31/2024

  Hello *****, 
  
  Following up with your request to end your lease early you were given the following 3 solutions: 
  

  Flooring Replacement:
  

  Stratagem Management will agree to replace the damaged flooring in your apartment. You will be responsible for moving all furniture out of the way for the duration of the installation.
  
  Subletting:

  Subleasing is also an option available. Please know, there is a $300 lease alteration fee which will be added to your account following receiving an approvable applicant. You will need to post an ad for your apartment and begin showing the unit to prospective tenants.  We will assist with screening applicants and preparing the necessary paperwork. 

  
  Switch Apartments:
  

  The last option would be to switch apartments on site. We currently do not have units vacant and available on property, however, we will have options in the upcoming months and can work with you to place you in a similar unit within the community.  Please continue to communicate with the office on this matter. 
  
  
  Thank you, 
  Stratagem Management

  Customer Answer

  Date: 04/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21460513
  
  
  
  I am rejecting this response because: 
  

  Stratagem offered three solutions, but have not followed through with replacing the floor or answering specific questions about the timing and logistics of the repair such as when it would take place, if it would be the whole floor or a portion of it, and how long the repair would take. The bigger issue with the floor is the water pipe that keeps leaking (has been "repaired" 5 times in the past 2 years), causing the water damage to the floor in the first place. They do not want to replace the floor until the pipe is fixed, but won't fix the pipe because it is under the slab. 

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

• Initial Complaint

  Date:03/09/2024

  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 signed a lease with Strategem Management Group in June 2023 and since I’ve moved into my apartment I have been over charged every month , there was a period of time I was told to keep electric in the company name and I did so I was charged a 50$ fee for both gas and electric each month I would complain and the company would work around the extra 100$ fee’s this issue kept happening so I called and put the utilities in my name I was later contacted and told if I didn’t cancel my order it would result in an eviction that stated when I switched my utilities into my name that I switched the whole building , which could is far from the truth we are all connected to separate matters , so this happened a total of 3 time switching the electric back and forth each time I was charged by the electric and gas company a reconnection charges I expressed this to the company, I then went to the company and they broke down the lease stating it says in your lease to use utilities in your own name and this point I had done switched them into my name any ways, because each month it was a big issue but on several occasions this company made me switch my own utilities back in to the company’s name , I did so on 3 separate occasions, when I moved into this property I was told by ******* to not switch the utilities even with the said lease stating I was responsible for the utilities, on each occasion this issue came to I spoke to several different agents within the strategent management group and the out standing balances of the 50$ fee for both gas and electric built up over a period of time they did remove several of the fee’s each month because I would call and state hey if I can’t put utilities in my name then why are you charging me 50$ fees each month NOT all of those fees were handled , I have been over charged every month I’ve been here there has only been one month that I paid the correct amount which after complaining to them on several occasions going to the company banging on the window to get service I am filing with the court next because it’s completely insane that a company would take advantage of a already struggling community I’ve spoke with several other people in my building and was warned from the beginning that this company was a scam these are only a few of the extra charges

  Business Response

  Date: 03/19/2024

  Hello *******, 

  Your signed lease agreement clearly and states your responsibilities.  Please see attached.
  The highlighted sections on the attached outline the utilities the tenant is responsible for. This also outlines the common area reimbursement to landlord that applies for this property for the laundry/storage facility on site. Finally, it outlines the administration fee that the landlord is able to charge if utilities are not correctly set up. 

  After further reviewing your ledger, it looks like you were charged a total of $250.00 in administration fees for these utility services not being set up correctly over your lease term. It also shows that Stratagem Management credited the account a total of $400.00 to off set these administration charges. Therefor the credit would not only fully balance out the charges you were given over the course of your lease but would also leave you with a $150.00 credit left on your account. 

  Please know, if you are unhappy with your living arrangements you are always welcome to sublease your apartment.  Please contact the office for additional information about this process.  

  Stratagem