Complaints

This profile includes complaints for Monarch Investment & Management Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monarch Investment & Management Group, LLC

  2195 N State Highway 83 Franktown, CO 80116-9664

• 

  Heritage Estates Apartments

  9196 Heritage Dr Saint Louis, MO 63123-4128

• 

  Monarch Investment & Management Group, LLC

  9950 Pointe South Dr Saint Louis, MO 63128-1000

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  Imperial Gardens

  3630 Imperial Gardens Dr Saint Ann, MO 63074-2341

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  Westchester Village Apartments

  941 Clubhouse Ln O Fallon, MO 63366-7622

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:07/18/2025

  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.

  Date of transaction: July 18, 2025 Amount paid: $370 total $60 per application (x2)$150 administrative fee $100 holding fee We applied to rent at The District at ******* after being told by their representative, *****, that there was no minimum credit score required. Based on that assurance, we moved forward and paid $370 in total fees.Three days went by with no updates. We had to call them ourselves. ***** said wed hear something today. A few hours later, we received a denial email that included a reason, but we were never contacted directly by staff and had to chase them down. Calls went unanswered. When ***** finally did return a call, he acted like he had no idea why we were calling, which came off as dismissive and disingenuous.We were later told none of the fees are refundable and referenced to the "fine print", even though we never received a unit, and the administrative fee was never explained. For $370, we were simply told no, with no transparency and no accountability. This is not a reasonable or ethical process.We later discovered the property is owned/managed by Monarch Investment and Management Group, and we believe this pattern of behavior could affect more applicants. Nearly $400 just to be considered is unacceptable, especially with misleading claims during the application process.Desired resolution: A refund (full or partial), and a clear breakdown of what the administrative fee covers.

  Business Response

  Date: 07/22/2025

  On Tuesday, July 15th, ****** (Joshuas wife) visited and toured the community, The District At *******. During the tour, she inquired about the application fees. The policies are outlined in the Deposit and Fee Structure, which both ****** and **** signed (please see the attached document), and were also verbally communicated to them. We received their application on Wednesday, July 16th, and completed the application screening on Thursday, July 17th. Joshuas application was denied, and the denial letter and a phone call were completed on Friday, July 18th.Due to the above-signed documentation and proper communication provided to ****** and ******, no fees will be returned. 

• Initial Complaint

  Date:07/15/2025

  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.

  I have for some reason decided to live in Park on Center Apartments for over 7 years. For some reason, unknown to me & many others, they refuse to communicate about maintenance requests. If your AC isnt working & it is unlikely to be fixed for a week or whatever, the staff at Park on Center WILL NOT tell you ANYTHING about that. I have had several very minor maintenance problems that could have easily been fixed in one or two days just left undone for another set of unknown reasons. I am beyond tired of having my toilet be unusable, for example, because of a clog they refused to send ANYONE out to fix. How am I supposed to live here without a functioning toilet? Not sure, but I made it work.I feel bad now because my cat has to deal with the heat while I am at work. I dont understand why everyone who seems to work for you is so uncaring. I am sweating even typing this message I bet you wont do anything positive ********* can fix my AC & fix it right now. Contact everyone else & fix their maintenance requests as well!

  Business Response

  Date: 07/22/2025

  Dear ***** Thank you for your continued residency at **** on Centre. We truly appreciate your loyalty and understand how frustrating it can be when maintenance issues impact your comfort at home. While were glad to see youve been utilizing the resident portal and entering your maintenance requests online, we encourage you to utilize the after-hours emergency maintenance number to report emergencies. Plumbing issues and air conditioning when the inside temperature is above 85 degrees would both constitute an emergency. Emergency requests are handled as a priority and are handled before routine maintenance requests. Maintenance requests entered online are handled on a first-come, first-served basis.
  
  According to our records, your most recent AC issue was submitted on July 14, 2025, and you followed up with an after-hours voicemail on July 15, 2025. Our team responded promptly the next morning, and the repair was completed on July 16, 2025. Were pleased to confirm the unit is now functioning properly. This marks the fourth AC-related request since May 2023, and we appreciate your patience as each concern has been resolved.
  
  We're committed to maintaining a comfortable and functional living environment, and we'll continue to educate residents on proper use of plumbing systems to avoid recurring issues. If there's anything more we can do or if you have concerns not yet resolved, please don't hesitate to reach out to our team or contact us directly at **************************************************************** Thank you again for being a valued part of our community.
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23606476
  
  I am rejecting this response because:
  
  Your communication is not consistent or comprehensive enough. If a resident puts in a maintenance request & you are not going to be able to promptly address it (For example: a non-working toilet or a non-functional AC in the summer or a broken heater in the winter) I feel that it is your responsibility to call them & explain what is going on. It does not seem like you have a coherent maintenance plan, you just fumble through whatever requests that residents put in. Specifically being kept out of the loop, which is how it feels living here after seven-ish years, is likely to annoy people instead of making them feel secured. What is preventing you from contacting residents & letting them know what is going on with their maintenance requests?

  Its good to know about the after-hours emergency maintenance option, but my preference from here on is to contact a professional (who works for another company & has nothing to do with this apartment complex), have them actually fix it promptly, and then have you reimburse me. I dont feel it is reasonable how long maintenance requests take to get filled here, & I can easily contact a company that would charge me to fix whatever was going on. You can just pay me back for what they charge me.
  

  I did not put in my last maintenance request right when my AC began to stop working well, but only when it was struggling to do anything at all. So, that isnt a success story of a fast turnaround that you can cite, sadly. I put in that request when I was tired of paying money to run my AC only to have it be ***** degrees in my apartment.

  We are paying to stay here and comprehensive maintenance is something we should be able to expect as a given. Thats part of what our rent goes to. I do not understand why you care so little about this & I would like that to dramatically change. Until that happens, I will not be accepting the explanations this company offers. 

  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/10/2025

  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.

  Description is too long. Please review attached document.

  Business Response

  Date: 07/18/2025

  After reviewing our records, we were unable to locate an active lease under your name. However, we strive to provide a positive experience for all residents, guests, and visitors to our community.
  To help maintain accessibility, our community has clearly marked towing signage and it's posted throughout the property in accordance with local regulations. Additionally,residents are informed of our parking policies and are responsible for communicating those guidelines to their guests and any other occupants.
  While we are unable to discuss the specifics of another residents situation, we are always happy to discuss community policies or concerns directly. Please feel free to reach out to the office if you would like to talk further.

• Initial Complaint

  Date:07/04/2025

  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.

  *** been so depressed living at The **** Apartments in ***********, **. My initial move in was ruined by a defective fire sprinkler system that erupted & ruined all my brand new ***************************************** Since January *** been calling the front office about my upstairs tenants dog that stomps, & knocks over furniture during 1AM-8AM (its cage in the **** is directly above my *************** The manager, ****** told me she refuses to resolve the issue because my rent was late. She told my friend that I dont have a single nice bone in my body, which is absurd considering *** been in an abusive relationship that resulted in an attempted murder (was strangled), & I literally never go anywhere, talk, or bother anyone. My unit is 24/7 spotless & beautifully decorated. Im responsible, respectful & clean. *** been experiencing debilitating depression that has barred me from leaving or communicating with anyone besides the office about the late night nonstop banging, slamming, crashing noise. I had previously tried to talk to my neighbors about the noise seeming as how we had a mutually acquainted relationship & thought they would be empathetic towards ******* 6yr olds lack of sleep from their dog. *** literally broke down crying several times over the lack of sleep & deliberate neglect of the property manager. Shes actually gone as far as to secretly inform the tenants of each time Id called, which resulted in the neighbors approaching one night while I exited my vehicle & accuse me of banging on their door that day (they were blaring extremely loud ********* heard someone outside their door banging for over 5 minutes); I never went to their door or their floor. I would NEVER do such an obnoxiously rude & disrespectful thing, regardless of my frustration w/ them. The ************ girlfriend THEN HIT ME & drew a gun which resulted in police arriving. ****** showed up accusing me of starting this!! A single mom doing her best! Time for an attorney!

  Business Response

  Date: 07/11/2025

  Dear Ms. **************** you for the opportunity to respond to your concerns. We appreciate you taking the time to share your feedback, and wed like to provide clarification based on our records.
  Regarding the sprinkler issue in your unit earlier this year, our team responded immediately upon receiving your maintenance request and initiated repairs within minutes. You and the Property Manager spoke by phone that same day, and that conversation was documented. During the call, you inquired about a rent concession and were informed that the issue would need to be addressed first before that could be considered.
  Following your outreach to our corporate office, our Regional Manager contacted you, and a $500 rent concession was provided as a goodwill gesture. This resolution was accepted and finalized at that time.
  With regard to your noise concerns, our team investigated the matter and took appropriate steps consistent with our community policies.
  We also understand there was a recent incident involving another resident. While our staff was not present during the event, we were contacted by local authorities and fully cooperated. Our involvement was limited to providing general background based on previously documented and addressed concerns.
  In terms of your lease and payment history, there have been multiple instances of late rent, including recent legal filings that were resolved upon receipt of payment. While we are unable to fulfill all requests, we have worked with you to reach what we believe was a fair and reasonable resolution.
  We remain committed to addressing resident concerns with professionalism and respect. Should you need further assistance, please feel free to contact our ***************** team at ***********************************************************************************************************.
  

  Customer Answer

  Date: 07/24/2025

  To whom this may concern,
  

  To start off my response, Id firstly like to address that I find it rather disrespectful how this entire response is only in regard to the LITERAL first TWO sentences I wrote, which, yes, this issue WAS fixed over a year and a half ago. However, there is no response acknowledging ANYTHING else I mentioned. However, since thats what we are focusing on, lets dissect this response. (1): In response to the sprinkler issue earlier this year, our team acted promptly and began repairs within minutes of receiving your maintenance request. (1a): Lets not over exaggerate, as the water itself took about 15 minutes just to FULLY empty. Nothing could even be done until the water was done pouring and spraying everywhere (which I have video and audio evidence of the entire ordeal). Once that was completed, the water was then shut off. Repairs to my ceiling actually could not be done WITHIN MINUTES, as the fire company had to FIRST come out on a scheduled visit to BEGIN replacement of the bursted and degraded pipe (per documented records). Once the pipe was replaced and tested, the plaster and painting job was able to occur, which, by record, took almost two months to complete. (2): You also spoke with the property manager that same day, during which you inquired about a rent concession. It was explained that the matter would first need to be resolved. (2a): I REALLY do not appreciate how this is, once again, is being wildly downplayed. The call is not only recorded on your end, but I have record of the call as well on my end. The property manager actually told me she would NOT be giving me ANY concessions and that she would also NOT be advocating or requesting anything on my behalf (as she didnt believe that the pipe was even broken and faulty). (2b): The property manager was also EXTREMELY apathetic and hurtful as she claimed I was arguing with her. She took every bit of my frustration, stress, hurt and disappointment, VERY very personally and responded in a disturbingly reactionary and defensive manner as if it was personally coming out of her check. (2c): The property manager also proceeded to hang up in my face, and did not at any time, follow up with my disastrous situation, check up on me, nor even care. (2d): The concession that I received was PURELY from my own advocacy and that of the maintenance man, ****, who the property forbade from ever coming to work at my unit again (which was incredibly hurtful as he was highly motivated, helpful, considerate and knowledgeable. But because he told the property manager that her reaction and response was, essentially, wrong, he became a problem). (3): After your outreach to our corporate office, our Regional Manager followed up with you directly, and a $500 concession was extended as a goodwill gesture. (3a): After multiple emails, and then a review being posted on the management companys ****** reviews, the district manager came to my home, where we discussed the tragic incident and the property managers behavior. (3b): Considering the fact that in October of 2023 your team documented that my sprinkler system had been reviewed and examined, it was found that those documents were inaccurate and false as the fire company confirmed that it would have been impossible for it to have been assessed just two months prior to the incident as the broken pipe, the system pressure, and the degradation of the pipes would have been physically impossible to miss and go undetected. To avoid a larger dispute, I was given the half months rent off at my request. So please, do not label it as Goodwill, when it would have never happened had I not made a HUGE deal about itwhich is sad that I even had to do. 
  
  Please thoroughly respond to my safety and psychological concerns/incidents in its entirety.  
  
  I respectfully and patiently await your reply.
  
  Thank you,
  ***** ******

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 recently entered into a new 12-month lease, a contract signed by both parties by me on May 22, 2025 and by the property manager of Homestead Apartments on May 23, 2025, effective June 1, 2025. The contract clearly states that my total monthly amount due, including everything, is $1,239. However, Homestead incorrectly added $1,374 to my June bill, sending me an email stating that I owed $2,613 when, clearly per our contract, I did not, I owed $1,239. The system doesn't allow you to pay only what you owe, so to get the rent paid I was given a ******* card by the ****************, and had to inconvenience myself on a work day and go to *******'s money services counter to pay the rent that I should've been able to pay via the Homestead system. To pay via ******* I had to enter personal information, then pay a $4 fee for doing what I couldn't do in Homestead's system because of their mistake.I emailed the property manager, advising her and anyone else concerned that if this happened again, I would file another BBB complaint against Homestead (I had to file one in December 2022 for a similar reason).Yet when ********* issued me a July bill last Friday, they were again charging me too much, this time $1,503 total. We're now about to begin the second month of our signed contract and ********* is yet again asking for a higher amount than what I owe. As stated earlier, this is not the first time I've had these issues with Homestead; in fact, twice in ****************************************************************************** with eviction if I didn't pay the inaccurate amount, which is why I had to file the initial complaint.I don't believe they're doing it on purpose, because that would be extortion and a matter for law enforcement. But it's at the very least negligence and incompetence, and they are in breach of contract either way.Additional Homestead contact info, if needed:Phone: ************ or ************ Email: ********************************************************

  Business Response

  Date: 07/10/2025

  After reviewing ***** ****** account and confirming details with the Homestead Apartments team, we verified that he was placed on a month-to-month lease following the expiration of his lease on May 31, 2025. This added a $150 month-to-month fee to his June rent, bringing his total to $1,374 which included rent, utilities, pest control, and the additional month-to-month fee.
  
  His lease renewal was generated between May 26 and June 1, after June charges had already posted in our system (Yardi). As a result, duplicate charges were applied for rent ($1,125), utilities ($110), and pest control ($4), bringing his total account balance to $2,613.
  
  These duplicate charges, along with the $150 month-to-month fee, have since been reversed, and Mr. ****** ledger now reflects a $0 balance. We apologize for any frustration this may have caused and are happy to assist if any additional questions come up.

• Initial Complaint

  Date:06/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at Whispering Timbers Apartments in ******, ****, which is managed by Monarch Investment & Management Group. I signed a new lease in May 2025 with the agreed-upon rent of $1,026, after the removal of a $45 monthly pet fee.However, for the second month in a row, my rent portal is still charging me $1,070.99, despite Monarch acknowledging this billing error in writing and confirming they owe me an $84 refund. I was told in writing that they would fix it as soon as possible, but they also admitted they dont know when it will be corrected, blaming delays on corporate.Ive followed up multiple times through email, text, and in person. I have not received the refund, and the portal still will not allow me to pay the correct rent amount. This is putting me at risk of being late with rent, and Im now being forced to consider filing rent escrow with the court.Additionally, in the last 15 months, maintenance has lost my apartment key three times, requiring me to hand over my personal key so they could make a copy each time. This creates a serious safety and liability concern and adds to the overall pattern of negligence by management.

  Business Response

  Date: 07/03/2025

  The issue with Miss ****** ledger has been resolved as of Monday, June 30th. Miss ***** brought the issue to our attention on Friday, June 27th, and a credit request was submitted that same day. The approved credit was reflected in her ledger on Monday, June 30th. There was an unfortunate occurrence where her key was missing, however, this occurred just one time and was rectified upon our knowledge. We have maintained transparent communication with Miss *****, and she has thanked us for our efforts in resolving her concerns.

  Customer Answer

  Date: 07/16/2025

  Hello,
  As of July 14, 2025, I have received the $84 rent refund. However, I want to clarify a few inaccuracies in their response.The rent overcharge issue was first brought to their attention on May 27, 2025, and again on May 28, 2025, as shown in the images I previously submitted. Therefore, their claim that the issue was resolved the same day it was reported is inaccurate. The matter remained unresolved for over a month despite multiple follow-ups.
  Additionally, their claim that my apartment key was only misplaced once is also untrue. I was able to provide written proof of two separate incidents via text, but this issue has occurred four times in total. The other two instances were discussed over the phone before I began recording calls, which is why I do not have full documentation for them. Each time I became aware of the key being lost was only after maintenance could not enter or during routine ************** one point, management even blamed the issue on the way the key was cut despite Whispering Timbers being the ones responsible for cutting and copying it.
  I dont deny possibly thanking them at times when they did follow through with resolving a concern I believe in being respectful. But that appreciation doesnt erase the fact that I was ignored for weeks about the rent overcharge and that my key has been lost multiple times, creating security and access issues.
  Moving forward, I would like to know what steps will be taken to ensure my key is not misplaced again.

  Business Response

  Date: 07/29/2025

  Our team has improved on our thorough key-storing and logging systems to ensure everyone has access to their keys and that they are safe from theft or becoming lost. We have a secure lockbox that we keep all the keys in. Each key has a tag with a number on it, and we have a code sheet that says which number represents each apartment. We also have a key sign-out sheet that anyone taking a key must fill out prior to gaining access to keys.

  Customer Answer

  Date: 07/29/2025

  I am writing to respond to the latest
  communication from the business regarding my complaint, ID ******** I do not accept their response as a satisfactory resolution.
  Their statement, "Our team has improved on our thorough key-storing and logging systems to ensure everyone has access to their keys and that they are safe from theft or becoming lost," fails to address the core issue of my complaint.
  First, this response shows no accountability for their previous misrepresentations. In their initial communication, the business claimed the key issue "occurred just one time." My rebuttal and attached evidence clearly demonstrated this was false, providing written proof of at least three separate incidents where they either lost my key or needed a new copy. Their new response completely ignores their initial false statement and the evidence I provided. It is unacceptable that a business can be caught in a deliberate misrepresentation of facts and simply pivot to a vague claim of "improved systems" without any acknowledgment of their actions.
  Second, this response provides no resolution for the inconvenience and security concerns I have
  experienced. While they claim to have new systems in place, their repeated mishandling of my key has left me with a significant loss of trust.
  Simply claiming a new system is in place does not resolve the past issues of negligence and dishonesty. It is a deflection that allows them to avoid accountability for their actions.
  Therefore, I ask that this complaint remain open until the business provides a response that: ??

  Acknowledges their misrepresentation of the facts regarding both the key incidents and the timeline of the rent overcharge.
  ??Provides a sincere explanation for the recurring issues and the initial misleading statement.
  

  ??Confirms what steps will be taken to ensure my key will not be misplaced again in the future.
  Thank you for your continued assistance in this matter.
  
  
  Sincerely, 
  Sierra 

  
  

• Initial Complaint

  Date:06/25/2025

  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.

  The whole time Ive rented from this property it has been a nightmare. I continued to renew my lease hoping things would improve and for fear of major rent increases. They would always start requesting lease renewals months before lease end with the threats of significant increases if I waited until the end of the lease. I went months with ceiling damage that wasnt repaired til 9 months later. Then my apartment started smelling like gas. I contacted maintenance multiple times. They would say every time that there wasnt an issue. A few months later it was unbearable I contacted the gas company they came out twice to flag my unit and shut it off. They had to come out twice because again maintenance was saying that there was no gas leak until the gas company specifically showed them what was wrong. I first reported the smell of gas June 2024 the issue wasnt fixed until February 2025. That is scary. I have a child no telling what wouldve happened or if well have permanent damage physically from living there. There would be weeks I would go stay with my parents because the smell was so unbearable. I requested accommodations or discount on rent the month of February they refused they basically felt it was fixed now after months its not a problem. My window and sliding doors have leaked off and on the whole time Ive lived there from ********* they just made the repairs in 2025. Attached at pictures the sliding doors were worse I woke up to it sounding like it was raining in my apartment. Again no concern and no accommodations from management. I always have to contact corporate for anything to get done. Now they have decided to let me out of my lease hoping Ill go away but I have reached out to ****************** of **************** to help me pursue a case. Specifically for the time that my child and I were living with a gas leak. Im disputing the rent paid for the time I was there during a gas leak.

  Business Response

  Date: 07/03/2025

  Thank you for taking the time to share these concerns. We take all resident feedback seriously and have reviewed the matter thoroughly, including prior communication, work orders, and correspondence with our corporate and legal teams.
  
  Regarding the report of a gas leak, our records show that on February 26, 2025, Spire responded to a service request and shut off gas service to the furnace. Our team addressed the concern immediately by applying leak sealer, and Spire did not report any additional issues or indicate that the repair was unsuccessful. Based on their findings, there was no confirmation of an ongoing gas leak at that time.
  
  We understand that Ms. ******** expressed concerns regarding past issues. However, throughout her residency, our team has consistently met her needs and provided comprehensive support, addressing a total of 65 service requestsall of which were resolved and closed. Additionally, we would like to note that Ms. ******** renewed her lease in January 2025, which suggests that at the time, she was comfortable continuing her stay in the home.
  
  As previously communicated, we extended an offer to allow Ms. ******** to break her lease without penalty should she wish to relocate. That offer still stands as a gesture of goodwill and in recognition of her concerns.
  
  We value all of our residents and remain committed to providing high-quality and well-maintained homes. Should Ms. ******** have any further questions or wish to discuss this directly, she is welcome to contact our team at *************************************************************** or visit the office at her convenience.
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23515449
  
  I am rejecting this response because:

  Spire came out twice and I provide documentation also the first report of gas was in June 2024 per my maintenance history. The first time spire came out maintenance stated there was no leak and turned my gas back on. I called Spire out again and they told maintenance directly what was wrong because you could spell the gas as soon as you walked up to my front door. Maintenance didnt know what they were doing. I called multiple times after that but of course I had no access to my rental portal to make reports myself during that time. The lease has already been ended and I have relocated. We will still be taking this to small claims. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/23/2025

  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 am currently sitting in my apartment during a national heat wave with a broken air conditioner, which my apartment management company, apparently, refuses to fix. I have contacted them twice - the second time informing them that I'd involve BBB if it wasn't fixed - and they have ignored me. I've had previous issues with the maintenance supervisor, ****, which started with him giving me a hard time when I had to call the emergency maintenance number last year, when my hot water went out (hot water has continued to be an issue here). I submitted a maintenance request for my air conditioner - a GE wall unit that appears to be decades old and does not blow cool air - and apparently, someone came into my apartment while I was gone, did nothing, and marked the request "complete." It is unclear if there was a mistake made or if ****/Arcadia Grove has some kind of personal problem with me. Either way, this is not the first time they've violated my lease agreement and I am done dealing with them directly. I am, according to Arcadia Grove maintenance, "right above the heart of the building;" it is extremely hot for both me and my dog, and I don't understand why they think this is acceptable.I've had to purchase a small portable AC unit, but this only cools one room of the apartment. I've also asked them to reimburse me for this, in lieu of replacing the old one, but it is simply too hot now. I am asking that they replace the wall AC unit, which is included in my lease agreement and their responsibility to fix, ****. Please contact me for additional information.

  Customer Answer

  Date: 06/26/2025

  Hello,
  
  This matter has been resolved by Monarch Investment & Management Group, LLC to satisfaction.
  
  Thanks,
  *** ********

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint in regards to my move out experience as well as my security deposit. Our security deposit for this apartment was $1889.35, upon reaching out to the landlord I was told that we were only going to be receiving around $730 of our security deposit back. A statement document was sent to us outlining all charges and the only damage within this document were blinds and a window crank handle. When asked on multiple occasions to explain random charges or landlord was unable to do so. There was an unexplained charge of $86.74 that we paid, but when asked our landlord was unable to give reasoning on what that charge was. We were charged a lease termination fee when our lease ended in June. There was no lease break nor was there any kind of vacate. We gave 60 day notice as required by our lease and had missed no payments. Our landlord had threatened us with a charge of $1900 for turning our keys in early as a manner of good will and convenience towards them on our part. We would like a reasoning on the almost $1200 difference on our security deposit and clear reasons for charging that amount. We would also like reasoning for the unexplained $86.74 as well as where the threat of the $1900 was coming from and why we were charged a lease termination fee when we followed all the correct steps as defined by our lease agreement.

  Business Response

  Date: 06/20/2025

  As communicated to ****** on June 12th, 2025, $724.53 is the correct return of his security deposit. Upon move-in, ****** paid $1,889.35, and the amount was made up of the $1,000 security deposit as well as the first months prorated rent and ********* ($539.35), along with Tanners one-time, non-refundable pet rent fee ($350.00). ****** would not receive the prorated rent, *********, or pet rent back, as those are non-refundable fees. As far as the deduction of the $1,000 security deposit,****** was charged at move-out for broken blinds ($190.00), Gas ($58.87), June ********* ($22.50), and an admin fee ($3.70). There will not be any other refund(s) awarded. The $86.74 was paid by ********* on June 2nd,2025, and that was for pro-rated pet rent ($27.50) for the last 29 days of your lease, in addition to the gas bill for April 2025, which had not been paid ($59.24). 

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/06/2025

  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.

  I applied for an apartment. They required I pay a total of $385 with a non refundable fee of $150. Then if they deny you, you get the remaining balance refunded to you. I have asked 3 times now when I will get my refund, and they will not answer me. It's been over a month. I want my refund.

  Business Response

  Date: 06/12/2025

  ***** will not be receiving a refund for any application fees. Our community policy states that all application fees are nonrefundable. Attached is a copy of Arbor Pointes Application and Administration fee criteria, that was signed by ***** that states all fees are nonrefundable. Our team also verbally communicated this information during their time with *****.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23433584
  
  I am rejecting this response because: the application fee was $140. Then the remaining balance was to go towards a deposit if you get approved or refunded if youre denied. I paid a total of $385. I should be getting $245. No one in their right mind would give up that much money just to apply for a place. And no one communicated anything to me. It took 2 weeks for them to process my application. I called and emailed several times with no reply, and have done the same since being denied. Please refund the $245 immediately. If not I will be taking further action. Including contacting reporters I know. 
  
  Sincerely,
  
  ***** *******