Complaints

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

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• 

  Ardent Property Management, Inc

  PO Box 2067 Westerville, OH 43086-2067

  
• 

  Ardent Property Management, Inc

  7999 Wildflower Ln Westerville, OH 43081-5625

  
• 

  Ardent Property Management, Inc

  3116 Hayden Rd Columbus, OH 43235-3233

  
• 

  Ardent Property Management, Inc

  4901 Warner Rd Westerville, OH 43081-9583

  
• 

  Ardent Property Management, Inc

  5235 Rochester Hills Dr, Columbus, OH Columbus, OH 43228

  

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:10/23/2024

  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.

  In April of 2023, I went through leasing option for 2bd at ***************** located at *******************************************. Ardent Communities ************************************************************, ************, ******************************* Prior to signing lease, the manager and I went over the lease and I informed him that I was not sure how long that I would be renting because I will be looking for a home in the future due to divorce. I asked the manager if there was a penalty for breaking the lease when I am ready to purchase a home. The manager informed me that there is no penalty but I would be required to provide a 60 day notice in writing and that I am responsible for the 2 months/60 days. When requesting the required notification document to notify of 60 day notice to vacate, I was told that I would have to pay 2 months, plus $2500 and any other fees prior to vacating the property. This came as a huge surprise to me as I was clear with the manager and was reassured that there would be no penalty, but for only the 60 day notice in which I was prepared to do. I tried to explain this to the current staff and they said that they would speak to someone on my behalf. Today, I received a notification that I have to pay $ *******- lease buyout fee, $1355 for october rent ( this has already been paid), $1355 for november rent and $632.38 for 14 days of december total= $5842.38 (-$1355/oct) $4487.38 due by October 29, 2024. This came from ***** ******* from the ************************* Not only is this unfair ethically, but a contradiction of the agreement clearly stated by management. If this was included in my lease, I would not have chose to rent at the *****************. Since I signed my original lease, there have been 5 different managers. This is not my fault and I dont think it fair to require me to pay anything more than November $1355 and December (14 days) $632.38. I have never paid my rent late, caused any damages or disturbances.

  Customer Answer

  Date: 10/23/2024

  Attached, please find Lease- thank you ******* ********

  Business Response

  Date: 10/30/2024

  The lease break fee is an addendum/agreement incorporated into the original lease, which is why it is not stated there to begin with. The release from the rental agreement is a courtesy, not a requirement. The request form to break the lease agreement was given to the resident and signed by the resident (attached) - which outlines the lease buyout process & fees.

  Customer Answer

  Date: 10/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22463907
  
  I am rejecting this response because: The form they attached was supposed to be my 60 day notice. This is what I was told at the office. And especially why I crossed out the Buy Out part. That document is not a 60 day notice it looks like a way to make you sign something that you dont agree to. As I stated, this buy out stuff was never in my lease and the document attached is a form given by front desk in which she said that she couldn't explain. I dont think it fair or legal to create a document that isn't...This is falsified information and a violation. Like I mentioned, this form was not part of the lease and was not an addendum. They literally added this document and saying it was part of my lease is false.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/21/2024

  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.

  Me, my husband, and two children moved in on August 7th and we were given a credit that is worth one month rent which is $1800.00 with move in. Me nor my husband saw the credit showing as our current balance for the month it only showed us that $14.00 were owed and we paid it and ****** W told us that our rent was taken care of by the money we put down with our initial move in cost. October rent is coming due, and we planned to use our credit and we didn't see the credit on the portal and we called the rental office to see what's going on and we were told our credit was taken for last month rent and that wasn't what we were told. Now we are running into an issue with my husband's paycheck not coming before our rent was due. We were relying on the credit we were told was there, but it was not. We were depending on him to keep his word. He said "that ***** but there is nothing I can do " and insulted us and was very ******************* days after rent was due which was Oct 7 the a eviction notice was put on the door and my husband immediately called and told ****** we wouldn't be able to pay until the 17th of October and he said if we pay by the 17th then the eviction might be able to be withdrawn and we should be okay and my husband agreed and was the set deal until the 17th . $3*****, and a $***** fee was added to the portal. I texted ****** asking "350 were added to our account?" and he said yes for attorney fees which wasn't stated previously, and that puts us into more of a bind due to owing $2014 for late fee of $150 and rental insurance of $14. The ***** wasn't even something either of us wer informed and and we asked for proof on that and we couldn't prove that he sent anything out about trashing being a issue. He refused to except our rent money and asked us to come back to resolve the issue but matter were made worst when he insinuated he wanted a apology and for me raising my voice at him

  Business Response

  Date: 10/22/2024

  Resident moved in on August 7th, 2024. At the time of their application, there was a move in promotion for one month free. The total move in balance due was $1661.67 this total included pro-rated rent for August ($1500), Security Deposit ($300), Administrative fee ($150) and pro-rated RLL (renters insurance, $11.67). The resident paid the move in monies in full ($1661.67) at the time of move in & received the promotional credit on their ledger equivalent to one month free ($1800) on August 14th,2024.
  
  The promotional credit of $1800 covered September rent, leaving RLL (renters insurance) at $14 to be paid by the resident, which it was.
  
  October rent was not paid by the 3rd of the month,resulting in a $150 late fee. The resident also received a $50 fine as outlined in the lease agreement - for a lease violation on 10/03/2024, bringing the total balance due for October to $2014. A 3-day notice to pay or vacate was delivered to the residents door on 10/07/2024. Payment was not received by the expiration date on the 3-day notice & an eviction was filed, resulting in the $350 attorney fees to be added to their ledger.

  Customer Answer

  Date: 10/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22449077
  
  I am rejecting this response because: 
    ****** agreed to accepting our payment for RENT on the 17th and that no court date was sent to him so we should fine and when ask for we were paying rent as stated in that screenshot he said we had time to pay it and he didnt mention anything to us about a attorney fee . Just rent and we also have an audio of him rejecting our rent and being difficult too. That credit wasnt supposed to be touch because he stated we were covered because our payment we put down didnt clear until the 12th of Aug so it reflect for next month rent and your credit is still there and we offered the rent money and ****** **** yall are good, if I see anything I will let you know. 
  Regards,
  
  ****** ********

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have rented from Ardent for over 2 years. I had a dog for 6 months of my lease until she passed away. The carpet was new when I moved into the apartment. When I moved out I professionally cleaned and have pictures of every room which was in great condition. The only thing that needed done was the oven needed cleaned because they do not have self cleaning ovens and the carpet needed replaced in the living room. I should not be responsible for replacing over 60% of the carpet when only 20-25% needed replaced. They also want to charge for "sealing" the floors. I have need heard of or seen anything about sealing floors that are carpeted. This is an extra charge that they try and get so they get more money from you. I had a neighbor that had a dog and barked constantly. I had to get the police involved because it would keep my kids up all night because we had to listen to it. The management wouldn't do anything until we got the police involved and I would constantly complain. I do not mind paying the carpet what we think is owed but that is it. I have pictures from everything after we left and had it cleaned. I also had a $6500 watch that was stolen while I was there. There staff were the only ones in my apartment while we lived there. I am not blaming them, but it came up missing while I lived there and had to file a police report and insurance claim.

  Business Response

  Date: 10/22/2024

  Attached are photos that clearly show pet stains on the carpet.  The 2nd photo below clearly shows a large amount of pet urine that soaked thru the carpet, the carpet pad,and the sub-floor.  This is why the floors had to be sealed.  We do not replace carpet on top of a sub floor that has been soaked with pet urine.  The carpet charge and the seal floors charge is fair and valid.

  Customer Answer

  Date: 10/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22450333
  
  I am rejecting this response because: they have stated to me that it was only one room. I jave said I would pay for that percentage of carpet replaced. This is not an issue. However, we don't think it is our responsibility to pay for the whole apartments carpet when the carpet in all the other rooms were in perfect order. Rugs were placed in each room and the carpet was not damaged in these rooms and it was only less than 2 years old. I have attached all the pictures showing the perfect condition. You can even see the stains in my picture. I have offered a fair payment and they want to reject it. They say they replace all the carpet every time which it does not show that on their exit form that Ardent representative completes and attaches on the letter with requesting payment. 

   

  I feel that they are tying to get as much money as they can because they have had a lot of people leaving this property. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:08/30/2024

  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 am writing to formally lodge a complaint against ******************************************* Community, located in *********, regarding the issues in my apartment unit.Since August 8th, I have been dealing with a persistent fly infestation in my apartment, specifically in the recessed lighting and other fixtures. I have repeatedly reported this issue to the management, yet they have failed to address the problem effectively.Despite my clear communication that the primary issue was with flies, the management instructed me to vacate my unit for a pest control treatment. However, when I returned, I discovered that no treatment had been conducted. When the treatment was finally performed after additional delays, it focused on cockroachesan issue I never reported or experiencedwhile the actual problem with flies remained unresolved.Furthermore, I have been subjected to unnecessary and time-consuming requests from the management, such as recording videos of noise complaints that were ultimately irrelevant to resolving the issues at hand. This not only wasted my time but also did nothing to alleviate the bad taste I already had from moving into this apartment with no heat and no hot water in the middle of April.I have made many attempts to communicate my concerns and seek a resolution, but the management has consistently failed to provide an adequate response or take the necessary actions to address the pest issue in my apartment. The negligence and lack of proper service have made my living situation increasingly unbearable.I am seeking the BBB's assistance in holding Ardent Communities accountable for their failure to provide a habitable living environment and for their inadequate response to all of my issues and I request that they take immediate and effective action to resolve this problem and ensure that other tenants do not have to endure similar experiences. I am asking to either receive a discount on this months rent or being able to break my lease without penalty.

  Business Response

  Date: 09/23/2024

  Resident called leasing office on 8/9/2024 to report flies in her unit pest control was called and scheduled to come out on 8/13/2024. Unit was inspected by pest control on 8/13 and did see fly activity end zone stickers were placed in areas resident stated she saw most activity.
  
  Resident requested follow up treatment, as issue had not been resolved. Pest control was scheduled a second time for 8/26/2024. The techs with pest control mistakenly inspected for a different issue instead of the stated fly/gnat issue. Property manager rescheduled treatment at soonest available time.
  
  Pest control came back out again on 8/29/2024 and noted during time of inspection, there was food & standing water in sink. Tech utilized hot spot in all drains throughout unit. No live activity was found no further action required unless issue persists.
  
  All efforts have been made to correct the issue & no further complaints regarding the flies/gnats have been received from resident since treatment on 8/29/2024.

• Initial Complaint

  Date:06/26/2024

  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 moved into **************** -********************************************************* *****, not even a month, this lady under me on the 2nd floor came knocking at my door at 7pm talking about can I be quiet. I reached out to the office and they said they didn't put sound proof up so that why I can hear everyone doors open and close and can hear the people under whole conversation.

  She came to my house for a 2nd time to find out she not even on the lease to be coming to my house (They lived here under a CPN which is why they left without paying the rent) All these Africans are moving here under a CPN n that is not safe for my family. the office will put you in the group chat which you will get a text everyday which I didn't like.

  For this to be an all electric my bill was almost 300 a month, water bill 80 a months was just to high.

  With having kids it got so bad that my kids couldn't even play outside without it being a problem or me getting a text the next day.

  it got so back with paying all these high bills to just living here that I brought out my lease and that was a problem. on the day I was moving out the garage broke and I called office so that could fix it because I still had stuff inside, do you know they didn't even fix it and my stuff was stolen smh they didn't even care they just wanted the last month garage fee of 125 didn't care about my stuff. My stuff was stolen because the lady in the office didn't put in the work order when I had called. I have stuff gone that I can never get back a lot of stuff was my mom which had passed away years ago now I don't have because of the office. I let them know a couple months ago someone was trying to break into my garage and even made a police report and for someone like myself who always paid my rent on time never late didn't even care that my stuff was stolen due to them. I felt harassed almost everyday receiving their group chats messages

  Business Response

  Date: 07/05/2024

  As stated in ************************ Garage Rental Agreement, Garages are intended solely for vehicular storage. All personal property stored within
  or upon the premises by Occupant shall be at Occupants sole risk. Ardent and Ardents agents employees shall not be liable for any loss of
  or damage to Occupants personal property stored at the self storage facility arising from any cause whatsoever including, but not limited
  to burglary, mysterious disappearance, fire, water damage, rodent, Acts of God, the active or passive acts or omissions or negligence of
  Ardent, Ardents agents or employees. We have not received any notice from ******************** regarding a police report for the garage.

  Customer Answer

  Date: 07/05/2024

  Stop with the games yall didnt ask for one and have I have copies for this n last time I made a report when they tried to break into it before. Yall flat out didnt care . And my point was it should have been fixed when I called the office and reported not come back 2 weeks it was still unbroken. Was very unprofessional with myself as a tenant paying my rent every month on time before rent was due could have had a little more concern to even ask what happened or what was missing smh . 

  Customer Answer

  Date: 07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21907784
  
  I am rejecting this response because: Stop with the games yall didnt ask for one and have I have copies for this n last time I made a report when they tried to break into it before. Yall flat out didnt care . And my point was it should have been fixed when I called the office and reported not come back 2 weeks it was still unbroken. Was very unprofessional with myself as a tenant paying my rent every month on time before rent was due could have had a little more concern to even ask what happened or what was missing smh.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 07/16/2024

  They are now trying to charge me for final water bill that I paid also paint fee and cleaning fee. I attached the lease and it say nothing about being charge for cleaning fee or paint fee. ***** says leave apartment in good condition which I attached a video of walk through before I turned key into office. the pictures they sent me was not even my apartment but the some of the wall which the picture hooks don't make holes. Then i was asking for document's that say in my lease to *********************** from turnover division, she was very rude and nasty but wasn't rude or nasty when i paid over ***** to buy out my lease. I even sent her all of documents as well. this company is just not good and have so many other reviews renter from other renters.

  Customer Answer

  Date: 07/16/2024

  it's not letting me upload walk through video 

  Customer Answer

  Date: 07/16/2024

  it's not letting me upload walk through video 

  Business Response

  Date: 07/19/2024

  Photos attached of unit condition at move out and an explanation of charges - it was communicated to ******************** that the electric bill charge would be removed from her move out statement as it was paid, however, the final bill for water was not received & therefore added to her move out statement. Attachments of ************************ lease were sent to her regarding the cleaning fee & paint.

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: 21907784
  
  I am rejecting this response because: The lease says leave in good condition which I did in my walk-through video is nothing like the pictures of a unit that was uploaded They used somebody else photos.  And lease say nothing about painting the unit or cleaning it when you leave. BBB can see all the other reviews on y'all that are all bad n proves my point in so many ways. then y'all charging me for cleaning fee which the apartment was clean no trash needed to be picked or taken to the garage. I need to send a video of my walk-through again I will. 
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 07/25/2024

  Its not letting me attach the video 

  Customer Answer

  Date: 07/25/2024

  I just emailed the video to BBB email with my complaint number because its not letting me up load it

  Customer Answer

  Date: 07/27/2024

  
  ******* A <*******************>
  Attachments
  Thu, Jul 25, 11:34 AM (2 days ago)
  to info
  
  Re: BBB Complaint ID *******************************.  
  
  
  Can you please attach the video to my claim because its not letting me on the complaint. Thanks 
  

  
  

• Initial Complaint

  Date:06/06/2024

  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.

  The residents of this property are receiving excessive amounts of emails about the grounds. The most recent email states that we are being fined if there are cigarette butts or dog poop around our building. Residents live in buildings with 12 different units in each building so their argument is that there is no way to know who is doing it so they’re just going to fine the whole building.

  Business Response

  Date: 06/20/2024

  We apologize for the inconvenience – all fines have been reversed & anyone who has paid the fine will have a credit on their account for the $50.

  Customer Answer

  Date: 06/20/2024

  [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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:06/04/2024

  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 on Thursday May 30th my Ac broke. I contacted ************** and maintence came on Friday. They told me I had to wait untill Tuesday for my Ac to be fixed. They gave me on small window Ac and said that should help. Now it is Tuesday and they are not fixing my ** they dont know how long it will take they havent gave me a date. ***** is being insensitive I am on the 3rd floor and have a dog the window Ac only keeps the room cool. It is 89 degrees today on Tuesday and this apartment is extremely hot I cant even cook or do laundry because it makes it more unbearable. I think this is very horrible of the complex to not care and think one window Ac is enough. I expressed my concern to ***** and she just said what do u want and proceed to tell me it doesnt matter. This is already 5 days without Ac in the summer time it is not okay. I didnt sign a contact to pay for a non central air unit this is not okay. This complex should be held accountable for their negligence Not having ** in this weather is an emergency yet they told me to wait untill Tuesday now Tuesday ***** tells me she does not have a day that the ** will be fixed.

  Customer Answer

  Date: 06/20/2024

  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 ****************** Services. We appreciate the patience and understanding of the parties.  

  
  

  Complaint Detail / Problem
  Complaint Type:
  Service Issues
  Service Issues
  select
  Problem:
  Havent had AC for over 2 and a half weeks. Complex is not doing anything about it. It is 90 degrees in my 3rd floor unit.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Repair
  Repair
  select
  

  
  

  Business Response

  Date: 06/20/2024

  Initial work order from resident received on 5/31/2024 stating the ** is not working in her 3rd floor unit. Maintenance was out the same day & believed the issue was a bad compressor a window unit was left with the resident until this issue could be fixed. Our vendor was called on 5/31/2024 & would be able to come out to investigate further on Tuesday 6/4/2024.
  
  On Tuesday, 6/4/2024, the vendor determined the issue to be the compressor as well a replacement was ordered & replaced on 6/6/2024.Resident reported to the office staff on 6/09/2024 that the ** was still not working she stated the thermostat is set to 60 degrees but it is still 80 degrees in her apartment. Vendor was contacted same day & ordered a new compressor again. This new compressor was installed on 6/12/2024.
  
  Resident reached out again on 6/16/2024 stating her ** is still not working properly. As of 6/17/2024, the vendor has been contacted we are awaiting an ETA for when they will be out to investigate the issue again.

• Initial Complaint

  Date:03/21/2024

  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.

  Dear BBB. I had to leave the property.Because I was unable to pay the rent. I had left 02/16/2024. I received a bill for $7,987.63 of which a little over $2400 was not related to me. PET FEE'S, I have never brought at pet in there property the entire time I was staying in the rental condo. Thetly charged be$250 +1435 first No Pet On Lease fees and $566.66 for seal floors-pet damage &urine. $38.35 for Replacing pet damaged door casing. Replacing the garage door opener fir $89.05. I returned tgecold garage door opener as instructed. Multiple maintenance workers have entered the rental property while I was staying there from 09/2021 till 02/2024 and never seen or smelled any animals. Tge prior tenants had dogs asbI was informed while touring tge property in 2021. I pointed out the prior damages. To the last who showed me the property. I advised them thevI don't have any pet and I never owned a dog, cat or even a fish. I havevaldo reached out the fair housing department. I am also reaching out tge tge Urban league, NAACP and the local news stations regarding these unfair charges. My security deposit was taken which that's fine..I agree with the other fees with the exception of the pet related fees and the Replacing tge garage door opener fee. I have never been disrespect to any of the staff, though I was constantly being talked down too via letters, text, and emails. These fees are outrageous and they are predators. Just a side note. I am a single black women with special needs children. I not on section 8. I started out paying around $1550 a month and was up to $1,975 a month on a month to month contract at the end.

  Business Response

  Date: 03/28/2024

  There is no move in condition form on file for *****.   
  
  She states that she was told that the prior resident had pets and is stating that these issues were from prior resident. The prior renter did not have any pets, nor was there any notes of pets on the move out inspection for that resident.  We reviewed text messages and emails from ***** before move in, and after move in, and see nothing from her or site staff stating anything about prior resident having pets.  We also looked at tickets for the address from ***** and see nothing in the tickets that she made note about prior resident having pet or any issues.  
  Upon inspection, it was noted that there was a urine odor on the 2nd floor, as well as damage to a door casing caused by a pet (see attached.) Again, she did not provide a move in condition form noting these damages prior to moving in. She was charged for pet rent, pet fee, and pet damages due to having an illegal pet on the premises.
  
  As for the garage remote, in her email she stated she left it on the property as instructed.  The inspector took picture of keys left, but no garage remote was there.  So resident was charged for remote.  Picture is attached. 

  Customer Answer

  Date: 04/11/2024

  *******, ***** <***************************>
  Wed, Apr 10, 11:04 AM (1 day ago)
  to [email protected], *****************, S
  
  Good morning,
  
   
  
  I am rejecting the Ardent community's response. The scratches are scuff marks from moving furniture out of the home. I wanted to let you know that I had reached out to Ardent about my complaint about the bill received. They advised they would get back to be and never wrote or called me back. I was the garage door opener was left at in the garage as instructed. It is not my fault if the people cleaning out the property through it away. I never had a pet. My child has a bed-wetting issue, and I always kept the carpet clean. So, for them to charge me for having an illegal pet is unethical, and I a being targeted by this company.
  
   
  
   
  
  ***** *******
  
  Commercial Lines Underwriter
  
  Hastings Mutual Insurance Company
  
  Email: ***************************
  
  Phone: ###-###-####
  
   
  
  Just as a reminder, HMIC has a commission incentive of an additional 5%, still in place for commercial lines accounts premiums of over $15,000 and that meet eligibility criteria. Please share this with your other staff members.  Call me for specific details on your prospects or current agency clients that we can help you write and retain.  
  
   
  
  Send to: [email protected] for the following request listed below:
  
  New business quotes,
  
  Change requests,
  
  Loss run requests,
  
  General questions,
  
  Quote requests for existing accounts
  
   
  
  ******* ********** ****************************** **** **** ***** ********** ************************ **** **** ***** ********** ************************ *** **** ** ****** * ***** ****** ********* ******** ****** ******* ******* ****** **** ****  
  
   
  
  IMPORTANT: This electronic transmission is sent on behalf of Hastings Mutual Insurance Company and it may be privileged, proprietary or confidential. It is intended for use only by the intended recipient. If you are not the intended recipient or a person responsible for delivering this transmission to the intended recipient, you may not disclose, copy, or distribute this transmission or take any action in reliance on it. If you received this transmission in error, please notify us immediately by email to the above sender, and please dispose of this transmission.'. If the disclaimer can't be applied, attach the message to a new disclaimer message.

• Initial Complaint

  Date:03/08/2024

  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.

  Lawndale Commons, a property of Ardent Communities, collected a (as stated by them) refundable security deposit on February 15th 2024, before any sort of lease or other agreement was ever signed. My fiancé and I ended up getting a different home. I then asked for the security deposit to be refunded since they said it was refundable and we never signed a lease. I was told no, that it is in fact not refundable. There was no agreement before this payment other than the texts from Ardent staff saying it was refundable. I'm now being told otherwise. I have provided proof of communication and payment to the BBB and am requesting a refund to reconcile this matter.

  Business Response

  Date: 03/15/2024

  Thank you for bringing this to our attention. This issues has been taken care of, and Mr. *********** is receiving a portion of his security deposit back.

  Regards,

  Ardent Communities 

  Customer Answer

  Date: 03/18/2024

  [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.
  
  Regards,
  
  ****** ***********

• Initial Complaint

  Date:03/01/2024

  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’ve been having humidity issues in my apartment for going on 2 years now. I’ve had to continuously go to the doctor because mold grows so rampantly in the summer bc of the humidity coming in. The complex knows & had their property maintenance come out & they got readings of 99% humidity on my floors. The regional maintenance employee said that because it’s on the ground it sounds like the foundation seal did not properly seal. I contacted management about this and asked if they could lower my rent or move me free of charge since I was not the reason the issue is going on. The property won’t fix whatever is causing the issue and is trying to charge me to move based on a defect in their unit, something I had no part in. They also have refused to lower my rent or help pay for the dehumidifier they gave me to help while they “figure out and fix the issue”. I contacted regional manager asking for maintenance requests (their app will only allow you to access the most recent 6 requests) to see if I can put my rent into escrow since they’re trying to charge me and penalize me to move and won’t fix the issue even though there is plenty of evidence showing there is a major problem in my unit. I have had my attorney contact them and they won’t reply. They are encroaching and disrespecting my tenant rights & are illegally treating and threatening their loyal tenants. I want ardent to respond to my attorney and myself’s questions about fees & move me to a unit that is safe, healthy, and with no fees. It’s not the law that they can’t transfer my deposits from this unit to the other, they’re just choosing not to, after they’ve denied me all my other legal tenant rights. Please help me, I’m highly allergic to mold and want to live in a unit where my health and personal property are not compromised. I’ve explained I can’t afford somewhere else, just as close to my law school as this, and they are hanging that over my head to abuse their power & illegally take away my tenant rights.

  Business Response

  Date: 03/11/2024

  Here is a general timeline breakdown of the issues in this tenants home:
  
  2022­
  07/31 – maintenance ticket for moisture in the air
  08/07 – maintenance went out and found no moisture issue
  10/03 – maintenance ticket from resident for something wrong under furniture – moisture coming from somewhere
  10/03 – maintenance went out and took photos
  
  2023
  06/02 – maintenance ticket for moisture in air again
  06/15 – maintenance noted that air was coming out of drain pipe in the utility closet – installed dehumidifier
  06/07 – maintenance ticket for dehumidifier needing dumped
  06/29 – maintenance inspected and found no causes or evidence of moisture in unit
  07/14 – maintenance ticket for front door seal and discoloration on patio door brick
  07/21 – moisture test done and relayed information to Corporate
  07/26 – exhaust fan in bathroom was replaced
  08/03 – placed dehumidifier in unit
  08/18 – maintenance ticket for dehumidifier needing dumped
  
  We have not received any communication of issues regarding discoloration in the unit since August 2023. Additionally, Ardent offered to transfer the tenant to a different unit, provided that she must pay a new deposit. Ardent is not charging the tenant any transfer fees, administrative fees, etc to move into a new unit. However, a new deposit must be paid as all deposits stay with the units that are moved into. The tenant refused to transfer because she does not want to pay another deposit. We also have not received any communication from her legal counsel. 

  Customer Answer

  Date: 03/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21369939
  
  I am rejecting this response because: I was told by Property Maintenance that they IN FACT found readings of 99% on the floor  of my bathroom indicating an Issue (I find it very convenient that this was not reported after they found it, because two maintenance men were in here). I can’t remember their names, I believe the one is ******, but believe I have the main property maintenance man’s (******) number and he should be able to verify this. After this high reading is when corporate came in to look over the unit. Also, no reports have been made since August because it was told to maintenance that this only occurs during the warm months. Maintenance recommended that the dehumidifier be placed by spot where readings were 99%. I was also told by ***** when, a higher up maintenance person that came with corporate after the 99% humidity level was found, that it sounds like the foundation seal was not properly sealed. I’m also trying to go back in my Ring Camera to see if it saved the conversation had outside my door about the specific issue. If there was not evidence of an issue these things would have never been relayed to me. Also, I (and my mother) also asked ********* Coward to explain why the security deposit could not be transferred, to which she responded that it is used for the bills in this unit. We both (my mother and I) then inquired about why this was and how because the bills were in my name and came specifically to me. We never once were given an explanation. I told her this could all more than likely be resolved if she would just explain things, but was never explained anything. It’s not the law that you can’t transfer the security deposit, and the security deposit is supposed to be used for damages to the apartment caused by myself, so I’m having a very hard time understanding as to why I have to pay a new deposit for a unit when you’re choosing to not transfer it. The issue is not caused by myself and it’s not my fault that the 99% readings by two separate men were not recorded. It’s hard to believe I would be making this number up & the fact that a corporate maintenance employee specifically told me that it sounds like the foundation seal didn’t seal properly which causes the high humidity to be found on my bathroom floor. I’m a law student, not a contractor, I wouldn’t have the knowledge of this if it wasn’t told to me. I was also told after corporate visited that my ventilation would be cleaned out in case that was the issue, but that never happened either. 
  Regards,
  
  ****** ********

  Business Response

  Date: 03/28/2024

  There is nothing in writing to corroborate her claims that any humidity issue only occurs in the warmer months. In fact, if there is a humidity issue, it would be more prevalent in the colder months due to the temps outside vs inside. We have already explained all deposits stay with the original unit that tenants moved into. Deposits are used to cover any damages outside of normal wear and tear caused by a tenant, and would be returned to the tenant after move out inspections are completed. We are not charging a transfer fee or new admin fee. We are happy to have the duct work cleaned in the home if the tenant chooses to stay in the unit. 

  Customer Answer

  Date: 04/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21369939
  
  I am rejecting this response because: 

  I understand there’s nothing in writing to corroborate what I’m saying, but that’s due to the lack of diligence your employees have when doing their job. Why do you think corporate maintenance was brought in? Because the regular property maintenance man, ******, which if contacted, should be able to corroborate my claims of 99% humidity on the bathroom floor corner right in the corner of the door. Why do you think they sealed around my apartment? Because they were getting humidity reading levels that were too high for indoor regulations. I can’t help that your employees don’t note these issues, but there were actions taken that show that an issue is in the apartment. If there wasn’t an issue there wouldn’t have been multiple maintenance claims, nor would multiple people have come out to try and figure out why they were so high. So now I’m being left out of remedies because your employees didn’t do their job diligently. Also, I was told by ********* ****** that the security deposit would be used for bills, not damages. This is why I am so hesitant about the deposit, because I am continuously being told different things. And when it comes to the humidity being in the warmer months, how is it supposed to be a bigger issue in the winter months if it’s not humid outside? Can you explain this to me, genuinely. I don’t know if it’s the AC making the issue, the foundation seal like ***** proposed, but I swear to you there’s an issue in this unit. ***** can be contacted and so can ******. Also, I think giving me a dehumidifier is enough action on your part to show that there is a humidity issue in the apartment you all were in the works of trying to remedy. This dehumidifier has to be ran 24/7 during the warm months and have to be emptied about 8 times a day. Attached is the email from ********* telling me wrongfully about what the deposit is used for. Also, messages between ****** (the maintenance man at the time) about the issue.
  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 05/09/2024

  Complaint Type:
  Service Issues
  Service Issues
  select
  Problem:
  I'm experiencing humidity issues again because its humid outside once again. Why would corporate maintenance be brought in if no issue? Because the regular property maintenance man, ******, if contacted, should be able to corroborate my claims of 99% humidity on the bathroom floor corner right in the corner of the door. Why do you think they sealed around my apartment? Because they were getting humidity reading levels that were too high for indoor regulations. I can’t help that your employees don’t note these issues, but there were actions taken that show that an issue is in the apartment. If there wasn’t an issue there wouldn’t have been multiple maintenance claims, nor would multiple people have come out to try and figure out why they were so high, nor would ARDENT have supplied a DEHUMIDIFIER (why need a dehumidifier if there isn't a humidity problem?). So now I’m being left out of remedies because your employees didn’t do their job diligently. Also, I was told by Cassandra Coward that the security deposit would be used for bills, not damages. I am so hesitant about the deposit because I am continuously being told different things. And when it comes to the humidity being in the warmer months, how is it supposed to be a bigger issue in the winter months if it’s not humid outside? Can you explain this to me, genuinely. I don’t know if it’s the AC making the issue, the foundation seal like Cathy proposed, or what. Cathy can be contacted and so can ******. Also, I think giving me a dehumidifier is enough action on your part to show that there is a humidity issue in the apartment you all were in the works of trying to remedy. This dehumidifier has to be ran 24/7 during the warm months and have to be emptied about 8 times a day. Attached is correspondence by Cassandra telling me what the deposit is used for. Also, messages between ****** (the maintenance man at the time) and the new maintenance man about the issue and the humidity level in my apartment this morning
  
  Desired Resolution / Outcome
  Desired Resolution:
  Repair
  Repair
  select
  

  
  

  Business Response

  Date: 05/09/2024

  This is the 2nd complaint ****** ******** has submitted regarding this issue - we had previously addressed her complaint and provided an extensive timeline of events and list of remedies.

  ****** has been offered to transfer to a new unit (must pay new $300 deposit), be let out of her lease without penalty or remain in her current unit. She has declined all 3 options. 

  At this point, we have received correspondence from an attorney Ms. ******** has hired & per our company policy, all communication must go through our attorney.