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:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of the 1N 5th Apartments managed by Scotia Group Management LLC and broke my lease, therefore I had to pay a fee. I moved out on February 28, 2025 and was informed on many occasions that I would be able to pay the fee online so long as the website came back online; the property manager at the time said the website would be up by March 1, 2025 (it's April 1st and the website is still down). I even wanted to pay in-person on my move-out day but wasn't allowed to until they drafted up their paperwork (which arrived on March 21st) . I checked the website every single day. I sent several emails. I visited the office twice to resolve the fee and nobody was present at the desk.
  
  Most recently, I visited the office and there was finally a person there on March 31st. Unfortunately they said that the fee had most likely been moved to collections since over 30 days had passed. It moving to collections means it will accrue interest. The fee was $2310.00. The person said they would get in touch with me via email and even call, but I have yet to hear from them.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair 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.

  Hello I was renting from company last year at there Edge Townhomes in Sierra Vista AZ, my now current ex husband was stalking me and threatening me and my three small children ages twins 7 years old and oldest daughter 8 years old. I had called the police multiple times and got a restraining order but it did not stop him. He said he was going to kill us I had to leave the property due to domestic violence and leave the State to go to Texas. I did contact the apartments and gave them a copy of the restraining order. But now they are trying to charge me for three months rent which is against Arizona Domestic Violence policy A.R.S. § 33-1318. Now the company has made it hard for me to get my own place and a roof over me and my children heads and are charging me 5425.00 which is against the law. Also they never notified me about this account when I contacted the creditors they stated the company put me on the Do Not Contact List due to me moving for domestic violence. I have no account number no mail no phone calls from this company they just hit me with the fee with no warning. Which is also against the law. Now they are preventing me from providing for my children. I paid 500 towards the claim but I want my money back and this taken off of my credit score so I can provide for me and my children we have been through enough horror.

  Business Response

  Date: 12/30/2024

  Ms. Pricer did not contact the office at any time prior to her departure from her home at our community. She did not provide copies of police reports or a copy of her restraining order to the office at any time, nor did she verbally report that there was an issue of domestic violence or that she was having any sort of problems/issues. She did not provide notice of her intent to move. She did not provide a forwarding address.

  The community was made aware that she had moved when the maintenance staff noticed that her home was vacant and reported it to the office. Her sister told them she had moved due to domestic violence but Ms. Pricer did not contact the office to confirm this information. She and her children were the only residents on the lease, there was no spouse or partner indicated.

  Ms. Pricer says she was not notified of the debt. She says she contacted the collection agency and was told we placed her on a Do Not Contact list. However, she attempted to dispute the debt on July 24, 2024.

  Customer Answer

  Date: 01/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22735708, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Renee Morris
  
  
  
   
  

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair 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.

  My mother lives at one of your apartments, Country Club Terrace, and I just left her home. She is blind and disabled and clearly is being taken advantage of by the property manager and the maintenance team at this apartment. She has NO WATER in her kitchen. No ELECTRIC in her kitchen. NO OVEN in her kitchen. Her TOILET does not flush. And her SINK is completely corroded and is leaking into the cabinet. The roof is leaking and she has to plug her REFRIGERATOR into the bedroom outlet. Not to mention the cockroaches. And the bathroom door is literally SEPARATING. This is absolutely unacceptable. Maintenance will not fix anything and the manager is being PURPOSELY ANTAGONISTIC. The manager tried to have my mother evicted and LOST. And now is retaliating. By making my mother live in absolutely unlivable conditions. You should all be ashamed to let this woman be in charge of an apartment under your names. The electricity and plumbing issues need to be addressed. This cannot continue. You must do something to right the wrongs that this woman is commiting.

  Business Response

  Date: 09/26/2024

  I am the regional manager for the property where your mother lives. Please reach out to me at [email protected] so that we can discuss her situation. Thank you.

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair 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.

  After multiple requests for water heater repairs, it's still leaking and running 24 hours a day causing my electric bill to triple due to the heater always being on.

  Business Response

  Date: 09/25/2024

  8/22-
  resident reported a water heater leak and our technician rerouted the leak into the
  pressure relief drain. This made the water heater constantly make hot water
  without shutting off. This resulted in an increase to the residents utility bill. On 9/23 another maintenance technician responded and
  replaced the relief valve and nipple. He tested it to ensure there were no more
  leaks. We have taken immediate action to correct as soon as we were made aware. We have also offered to review the residents electric bills and offer reimbursement / account credit for any additional charges that may have incurred, as a result of this issue.

  Customer Answer

  Date: 09/26/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22319935, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Bryan Hauer
  
  
  
   
  

• Initial Complaint

  Date:09/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived here from June 2023 to October 2023. When I first moved in, I noticed the AC was broken. Management refused to send a portable AC for over two days. Large holes in my ceiling were put in to fix the AC unit and were never patched up the entire time I lived there. My AC continued to break several times and maintenance would do inadequate repair jobs making the problem worse. I told management that I hear something leaking in the ceiling and walls asking them to make sure it’s not free on from the unit. They kept denying freeon was leaking until they hired an AC tech who confirmed to me that freeon had been leaking this whole time. The whole AC unit ended up needing to be replaced however the new AC was once again installed incorrectly. The workers broke and improperly connected drainage pipes which caused water to drain into my walls, ceiling, and baseboards. I put in an urgent maintenance request which took two weeks for them to fulfill. By that time, mold had started visibly growing on baseboards and the walls. I asked management to have the mold tested, and they denied seeing any mold in the apartment. I sent them pictures and I never got a response. There was no urgency or concern for my hazardous living conditions. The unit was listed as available the day after I moved out while it was still infested with mold. The entire time I lived in that unit, I had holes in my ceiling that were never repaired and a bucket for the leak in the AC dripping 24/7. I became very sick my last month there while the mold was growing as well. Living here came at a great mental, physical, and emotional cost. These are supposed to be “luxury apartments” but I paid full price for a unit that looked like it was still under construction for my entire lease. The amount for rent they advertise is also deceptive because they add on amenities you are not allowed to opt out of.

  Business Response

  Date: 09/03/2024

  I am sorry that you experienced issue with your air conditioning unit while you lived at The Benedictine.  You lived at the Benedictine from 7/19/22 - 10/31/2023 and I have reviewed the work orders that were submitted in the time that you lived there.  All work orders were responded to in a timely manner and were resolved.  It is not clear to me what refund you are expecting or why you feel that you are owed a refund?  Please send more information regarding the refund you are requesting.

• Initial Complaint

  Date:08/27/2024

  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.

  My complaint is for Capistrano Apartments and Scotia Group Management.
  
  My lease ended May 31, 2024 and I gave at least 60 days of notice of my move out with my new forwarding address via e-mail and in-person. I received no follow-up from apartment manager Dakota Garcia. My girlfriend who also lived at Capistrano and moved out received her deposit back after about 6 weeks of move out so I was curious as to why I did not receive a notice or a check for mine. I reached out to Mr. Garcia to which he responded that the check was sent out but he asked for my address. Given that he did not respond to my emails prior I was hesitant that he ever had my address to forward anything. In any event he didn’t follow up with me so I called a few days later to get an update in which he said it was mailed out and I would receive the check in 1-2 weeks. I asked him why he had not responded to my 4 different e-mails I had sent to him over the months and basically said he was busy and missed them. I have waited 3 weeks for my deposit since then with no updates. I have reached out to Scotia Group via e-mail and left a voicemail regarding this situation with no updates.
  
  I was a cordial tenant and did my part to abide by the leasing agreement and not only have I been treated disrespectfully, but I have not received my check for my deposit or any refunds for leaving my apartment in good standing.
  
  The lack of professionalism from all parties associated with Capistrano Apartments and Scotia Group is appalling to me. It’s not hard to communicate and send a check.
  
  I expect a follow up with the money I am owed promptly otherwise I will be forced to take further action.

  Business Response

  Date: 08/28/2024

  Andrew,

  Please reach out to me directly at [email protected]. I'd like to get some additional information from you so that I can assist with this.

  Thank you,

  Laura Radetski

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair 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.

  Starting on May 13th 2023 I have placed multiple requests to the apartment complex I live in to have my door frame and door replaced. Now starting on June 22nd 2024 I have placed 3 separate requests to have my ceiling repaired after multiple heavy monsoon storms have damaged my roof and ceiling. I have been told by the property manager that it is out of their hands and it is the corporate office (the business provided) that is withholding the funds to get the repairs done. I have gone down to the corporate office twice withing the last month to talk to someone in person about getting the repairs done and have been told in lamens terms to get lost and still no repairs have been done. Now as of last night my ceiling is collapsing and my door will not close all the way due to their gross negligence, my ceiling and apartment now has mold growth and is a health risk to my wife, children and myself.

  Business Response

  Date: 08/02/2024

  We have received bids for the necessary roof repairs on your building. We expect the work to be completed in the next two weeks, depending on their schedule. We will let you know when the contractors are scheduled, and we will make ceiling repairs asap. 

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Scotia Group Management, LLC for an unfair lease termination policy that is causing significant financial hardship as I transition to homeownership.
  
  Scotia Group Management requires residents to submit a notice to vacate at least 60 days in advance. I closed on my new home on May 28, 2024, with my lease ending on June 30, 2024. Given the current volatile housing market, I did not start searching until mid-April and could not provide the required notice by April 30. As a result, I am now being asked to pay $1,035 on top of my new mortgage of $1,730 for July 2024.
  
  In response to my concerns, Scotia Group Management stated that while challenging, their policy is standard and offers options like month-to-month status if the apartment is not preleased. However, this suggestion is not always feasible, leaving residents like myself with no viable alternatives.
  
  This policy places an undue financial burden on residents who are trying to secure stable housing in an uncertain market. It appears to be a method for Scotia Group Management to extract additional money from residents rather than supporting them through their transition.
  
  I request the Better Business Bureau investigate this matter and address these unfair practices. It is crucial that businesses adopt fair policies that support residents during significant life transitions.
  
  Thank you for your attention to this complaint. I look forward to your assistance in resolving this issue.
  
  Desired Settlement: Refund of Security Deposit and Billing Adjustment

  Business Response

  Date: 07/09/2024

  We are simply asking Mr. Willis to fulfill the terms of the lease he signed. He provided a 27 day notice when a 60 day notice is required. I have explained to him how the notice works and provided him with a copy of his lease, that was agreed to and signed by him. Our lease agreement actually stated that notice be given prior to the rental due date (1st of the month), and therefore he could have been held responsible for an additional month, however, we did not enforce that and only held him for 60 days from the date of his notice to vacate. We have residents that buy houses on a regular basis, and they do their due diligence prior to going into contract in order to figure out how to handle the notice required by the lease agreement. We are not trying to hold him responsible for egregious or excessive charges on his account. We are only holding him responsible for the terms of the contract in place. We have offered Mr. Willis the option of making payment arrangements with the on-site office, which will allow him up to 12 months to pay the remaining balance. 

  Customer Answer

  Date: 07/09/2024

  Scotia Group effectively shares notification reminders for items specified in the leasing contract, such as “rent is due” reminders via email or preferred communication routes. Rent is consistently paid each month on the same day (due on the 1st, with late charges beginning after the 3rd). They manage to send reminders for this recurring action, yet do not provide similar notifications for the less frequent but equally important matter of notifying residents about the decision to renew or vacate.
  
  Since the Scotia Group leasing agreement includes clauses that allow charges for failing to provide 2 months’ advance notice of decisions to renew or vacate, it would be courteous to alert residents about the upcoming decision-making window to help them avoid additional charges. The Scotia Group’s comments regarding “residents doing due diligence when engaging in the home buying process” are insensitive and overlook the unpredictable nature of going under contract. There are many reasons why a house may fall out of contract, and if I had given the 2 months’ advance notice to vacate and was unsuccessful in the home buying process, my only option would be to go month-to-month rather than renewing my lease at the current rate. This practice is not resident-centered, and residents deserve better.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair 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.

  Scotia Group Management has a property ***** on *****, located at **** * *** *** ******* ** *****. I previously resided at this property with an abusive partner that I luckily fled. The leasing office subjected me to several instances of harassment and abusive language, but now that I need rental history verification they have resorted to spreading false claims to my tentative disability housing property in order to retaliate. I was accused of owing a payment to the property which is proven to be false by all online records of the resident portal account, then my calls were repeatedly ignored until the leasing manager at the office answered and began yelling, berating me, insulting me, and harassing me using my ex abuser as a way to belittle me while accusing me of abandoning the property without notifying them. However, the situation of vacating the apartment was initiated without my permission (despite me being on the lease) by my former abusive partner/roommate and the leasing office, in which they would not allow me to stop the request. I was notified via email that a notice to vacate in 60 days was requested by him without my permission, and I informed the property that I would be following that so that the lease will be terminated. However, I was told today by the leasing manager at the ***** on ***** ****** that I owe almost $200, abandoned the property, and that my former abuser "is actually doing me a HUGE favor" while she did not allow me to speak so that she may continue lecturing me.

  Business Response

  Date: 06/27/2024

  I have spoken to ******* ******* regarding this issue. I think there was some misunderstanding and unfortunately it escalated more than necessary. The lease agreement was terminated early but *** ********* former roommate had already set up payment arrangements on the balance due and has been paying regularly as agreed. There is a minimal balance left that is expected to be paid soon and the account will be fulfilled.  

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair 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.

  They failed to help protect us!!!!
  
  WANTED US DEAD ALL FOR ANOTHER MONTHS RENT. My lease agreement was from May 2023- May 2024. In August of 2023 my son and I, we’re victims of domestic abuse resulting in an open case and an active Restraining Order. Instead of breaking my lease I decided to fulfill my obligations I made to Green Leaf/ Scotia Group and they changed my locks. Now that I have been advised by court personnel (judges, advocates) and law enforcement (police officers, parole officers and detectives) that I need to move ASAP. Scotia Group – Wendy Broughton and “her legal team” are forcing me and my son to stay at their property for another month, until the end of June, against all legal advice I’ve been given, just so they can collect another month’s rent!! This is MORALLY WRONG!!!! If you want to live somewhere in fear every second then a Scotia Property is for you!! They REFUSE to help keep their residents safe! The money is more important to them than human life! I provided them with everything they need, copy of Restraining Order, the suspect’s record, and the police report is public record. Even after providing all of that they refused to let me leave WHEN MY LEASE IS OVER!!
  
  SCOTIA GROUP MANAGEMENT DOES NOT CARE FOR YOUR SAFETY THEY CARE ONLY ABOUT YOUR MONEY!!! And they have proven that!

  Business Response

  Date: 05/06/2024

  Good afternoon,

  As this resident stated in her complaint, the restraining order was received August of 2023.  The person that she has the restraining order against is due to be released from prison on August 4, 2024 per documents provided by the resident.

  She was asked to be let out of her lease with a 30-day notice pursuant to code *** *******.  In consulting with our legal team, they have informed us that she does not qualify to be let out of the lease obligation of providing a 60-day Notice to Vacate.

  The legal team's statement is below:

  The person does not qualify under ARS
  33-1318, which allows her to terminate on 30 days’ notice.  To qualify
  under the statute, the events would have had to occur in the past 30
  days.  

  We have requested that she hold to her lease agreement and provide a 60-day Notice to Vacate.

  Customer Answer

  Date: 05/07/2024

  NO, AGAIN THIS IS MORALLY WRONG!!! I have been advised by multiple levels of the law that I need to be relocated, before he is released, as soon as possible. Not, right before; risking our safety all for another month's rent! AGAIN, is the money more important to Scotia Group than human life? It also states above "unless waived by the landlord." My lease term was May 10, 2023 to May 31, 2024 and I will be honoring exactly that. This man is too dangerous to let this "management group" hold us hostage, possibly costing us our lives! It clearly states in the Inmate Information in red that the release date is subject to change! 

  Business Response

  Date: 05/08/2024

  Good morning,

  You will be released from your lease obligations with the 30-day notice for vacating on May 31, 2024.  I have notified the community.

  Thank you, 
  ***** *********

   

   

  Customer Answer

  Date: 05/08/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******** *******