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.

close

Find a Location

Monarch Investment & Management Group, LLC has 289 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Westchester Village Apartments

  941 Clubhouse Ln O Fallon, MO 63366-7622

• 

  Village Royale

  5602 Duessel Ln Saint Louis, MO 63128-3895

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:07/10/2025

  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: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:06/25/2025

  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,
  
  ***** *******

• Initial Complaint

  Date:05/28/2025

  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.

  Longridge has already signed the paperwork stating that my eviction was never granted with the court. Apparently the judge has misplaced the paper and now needs them to sign it again but they are refusing to. I have been reaching out for weeks and still this issue has not been resolved .

  Business Response

  Date: 06/05/2025

  We appreciate the opportunity to provide clarification regarding this former resident's concerns.         
  The individual in question was evicted from our community last month due to a long-standing history of nonpayment. Over the course of their residency, we were required to initiate multiple filingsmore than 20 timesdue to repeated delinquencies. Its important to note that our actions followed proper legal procedure and documentation at every stage.
  Regarding the specific court record the complainant referenced, it appears on their background as a result of a judicial filing. We did not report the eviction in that instance; rather, the information was filed by the court system itself. At the request of the judge, our team provided a written statement confirming that the resident was not locked out of the unit on that specific occasion.
  We understand that housing matters are deeply personal, and we strive to work with our residents whenever possible to avoid such outcomes. Unfortunately, in this case, the pattern of nonpayment left us with no viable alternative. If any further documentation or clarification is needed, we are happy to provide it directly.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My family and I currently stay in a unit at *********** Apaprtments located in **********, **. We are experiencing some serious health problems due to the living conditions that Sugar Pines has. My 6 year old daughter has been experiencing non stop headaches and itching due to mold and poor ventilation throughout my unit. Also my 7 year old daughter also has been experiencing respiratory issues such as coughing, sneezing, congestion along with many other symptoms due to these living conditions. I also have been experiencing those same symptoms. My unit is also filled with dust due to Sugar pines not having our air ducts cleaned and filters replaced. Also weve had a leak from our ceiling that Sugar pines never came to investigate, leaving the inside of our walls wet with possibility of more mold through the ceilings. I have photos of the mold and videos of the dust in the air. We have contacted the leasing office multiple times but they have yet took any action. All I would like is for my air ducts to be cleaned, filters to be replaced, and mold removed so that my family and I can live comfortably in the home that we are paying for.

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond to Ms. ********* concerns. Our Regional Manager personally inspected Ms. ******** apartment last week to ensure all reported issues were thoroughly evaluated. During the walkthrough, no excessive moisture or active leaks were found under cabinets,around toilets, in the showers or tubs, or within the furnace closet. We did discover that the window in the childs bedroom was not properly closed, which could allow outdoor allergens and environmental elements to enter the home.Similar findings were noted with the kitchen and one living room window. The furnace filter was replaced within the last 60 days and remains in good condition. Although a leak was reported in the furnace closet earlier this year (January), it was promptly addressed and resolved to the satisfaction of the resident at that time.
  We understand concerns regarding air quality, but please note that routine duct cleaning is not a standard maintenance procedure in apartment communities, nor is it a common work request. Based on our inspection, we believe the primary source of any respiratory irritation may be due to open windows allowing allergens to circulate indoors. We value ********** as a resident and are committed to maintaining a safe and comfortable living environment. If additional assistance is needed, we welcome her to reach out directly so we can continue to support her.
  

  Customer Answer

  Date: 06/05/2025

  this email is in response to your email and the response from the office that your received on behalf of the compliant thats been filed. I got a chance to read the message that the office sent and my concern with what they are saying is followed. First Im pretty the day that they came to quote inspect the apartment the high temperature that day for May 23rd, 2025 was 73 degrees outside which is ideal weather for having the windows open to let fresh air in and clear out some of this dust caused by having an unclean furnace and air duct. (Not only have we asked to have air ducts clean  and have been told theyll schedule it but weve also volunteered to pay for the expense of getting both clean). Secondly, there was no discovery of any moisture around any area that was so called  inspected because these areas are routinely cleaned because moisture presents itself. The fact that mold or bad air quality can be caused by a window being left open on a *************************************************************** and inspect the apartment found no moisture and the windows being left open causes mold and all that. Do they plan to fix the mold on the window seals caused from the moisture from worn or old sealing  on the windows or is this something that they have recognized and just dont plan on fixing. Same with the air ducts. **** was supposed to call us on May 27th when we went to the office. We were then told he would get in contact with us and have not heard from him yet. Below I have attached photos of windows (these pictures are taken since the inspection) havent heard from them so Im assuming theyre figuring out how to fix it from what they gathered during inspection

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the concerns raised.
  During the inspection conducted on May 23, 2025, it was observed that the windows in the unit were not properly closed. Although they appeared to be intentionally shut, they were left partially open. This may have allowed outside air, temperature fluctuations, and outdoor allergens to enter the unit at an increased rate. This unintentional exposure could also contribute to moisture buildup around the windows. Because we do not know how long the windows were left in this state, we cannot definitively determine whether the source of the moisture is due to seal failure or the windows being partially open over time.
  The photos submitted show caulking around the windows that may require cleaning or, in some areas, removal and reapplication. It is not uncommon for caulk to accumulate mildew on its surface or absorb environmental particles over time. Additionally, because the property is located near a major thoroughfare, black sediment and dust may collect more readily. Regular cleaning of these areas typically falls under general housekeeping responsibilities.
  Regarding the image showing cords and exposed wood, it appears to reflect a buildup of dust or debris that may require further cleaning. For the photo showing exterior wood that may need attention, we kindly ask that the resident contact the leasing office to submit a maintenance request so we can schedule the appropriate repairs.
  As for communication concerns, our regional Manager,  *** did attempt to reach out but was unable to leave a voicemail at the number provided. We will ensure that he reaches out again within the next 24 to 48 hours using the updated contact information from this submission.
  To help us better understand and resolve your concerns, we would appreciate the opportunity to conduct a walkthrough of your unit with you present. This will enable our team to thoroughly assess the areas in question and determine the most suitable next steps. Please let us know if you are available later next week so we may schedule a convenient time.
  We value your residency at *********** Apartments and are committed to providing a satisfactory, clean, and comfortable living environment. We look forward to resolving this matter together.

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to this apartment for a construction job with an unknown end date.I called the office to inform them Thursday 5/15/25 of my intent to vacate early from the lease termination date. A Leasing Consultant answered the phone but could not give me specifics of transferring the lease to another individual. She said she would email me the paperwork for early lease termination and include any information needed to transfer the lease once she found out. That email was never sent, I never received information or call back from her.On Friday 5/16/25 I drove to the office to get things done and spoke with a Leasing Consultant about never receiving the email. She apologized and I filled the paperwork out while in the office. I informed her I was in talks about another taking over the lease. Once paperwork was filled out it needed a manager signature. The manager signed the paperwork and immediately asked me to pay the $2,000 fee. The Leasing Consultant informed her that there was another person interested in taking over the lease. The manager said that was fine but she was still going to put the fee on my account that day, but I would not be liable for that penalty if the lease was transferred, I agreed. Monday 5/19/25, I came home from work to find a "Failure To Comply and Pay Balance in Full" letter on my door. "This notice is to serve as a 10 day pay or quit notice. Balances that have not been paid in full by June 5th, 2025 will be sent over to Indian Springs attorney to start the eviction process."This is nowhere in the lease, or the Notice of Intent to Vacate signed by Indian Springs manager. It clearly states "I am breaking the lease. The Break Lease Fee is $2,000 and is due before I move out." I move out on 6/30/25, I signed nothing and there is nothing in their paperwork stating a deadline other than "before I move out.".This company is clearly trying to enforce a policy that I have not signed to. I believe they are in violation of my lease.

  Business Response

  Date: 05/30/2025

  Dear Mr. ******************** you for your submission. We have reviewed your file and appreciate the opportunity to address your concerns.
  
  Your Notice to Vacate, signed and dated May 16, 2025, was received and accepted with a stated move-out date of June 30, 2025. The lease break fee referenced was applied in accordance with the terms outlined in your signed Notice and the lease agreement. As noted, the form clearly states that the lease break fee is due before move-out, and we have scheduled the charge accordingly to reflect your end-of-June timeline.
  
  With regard to your communication preferences, your request for email-only correspondence has been documented and will be respected moving forward.
  
  If a qualified applicant is approved and a new lease is executed prior to your move-out, your account will be re-evaluated at that time and adjustments may be made in accordance with the terms of the lease and management policies. We also understand your concerns regarding the delivery of the standard legal notice. These notices are automatically issued in compliance with lease enforcement procedures when a balance is present, and they do not reflect a formal eviction filing.
  
  Should you have any additional questions or need clarification on your account, we encourage you to continue communicating through email or contact our corporate resident services team at ****************************************************************

  Customer Answer

  Date: 06/01/2025

  
  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.

  
  The reponse made by whomever manages the online reviews however is makibg it seem like nothing was done incorrectly.  That notice should never have been put on my door.  There was never a past due balance.
  
  Sincerely,
  
  ******** **********

  
  

• Initial Complaint

  Date:05/12/2025

  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 am a tenant at ************** Apartments (managed by Monarch Investment Group) and have experienced serious lease violations, privacy breaches, and unprofessional conduct from management since moving in.Upon move-in, my dryer was non-functional and remained broken for over two months despite five maintenance requests. Staff marked the issue as "resolved" without fixing it, sending unqualified personnel and forcing me to crate my emotional support animal for long periods without results.When my lease came up for renewal, management mistakenly sent me another tenants lease agreement, including their name and terms. This was a serious breach of data privacy and raises major concerns about how securely my own personal information is handled.On April 11, 2025, staff entered my unit for a fire inspection without legally required notice. The original inspection notice had expired weeks prior, and no new notice was posted. When I informed the staff that proper notice hadnt been given, they entered anyway and continued doing so in other units. I live with PTSD and experienced a panic attack following this unauthorized entry.When I attempted to resolve these issues, the property manager refused to respond in writing. When I finally reached her by phone, she shouted over me, refused to allow me to speak to anyone above her, and provided no resolution.I am requesting to be released from my lease without a $2,000 penalty so I can move out once I find new housing. This is a fair resolution given the ongoing violations and extreme distress caused by mismanagement.

  Business Response

  Date: 05/22/2025

  Dear Mr. *****
  
  Thank you for sharing your experience. Weve reviewed your concerns and would like to provide the following response:
  
  Maintenance Concerns:
  The dryer issue was noted at move-in, and a second work order was submitted on June 19, 2024. Our team followed up with multiple visits, and the appliance was replaced on June 28, 2024. A move-in concession and a $100 credit were issued as a gesture of goodwill for the inconvenience.
  
  Lease Renewal:
  A renewal offer was sent on February 26, 2025,followed by an updated version on March 12, 2025 due to a clerical error. The corrected lease was provided and discussed with you, using our standard lease platform and terms, which are applied consistently to all residents.
  
  Inspection Notice:
  Annual fire safety inspections were scheduled;however, the original inspection for your building did not proceed as planned,when inspections resumed, entry to your apartment was made only after receiving your verbal permission.
  
  Communication Follow-Up:
  We acknowledge there was a delay in responding to one of your emails. Once identified, your message was escalated to the appropriate team, and follow-up efforts were made.
  
  Lease Termination & Refund Request:
  We have reviewed your request to be released from your lease agreement without penalty and to receive a rent refund. After careful consideration, your request has been denied. If you wish to move forward and terminate your lease and pay the applicable lease break fee, please contact our office team for assistance.While we understand that our policies may not align with every individual preference, they are applied fairly and consistently in accordance with fair housing regulations. We remain committed to providing respectful and responsive service.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23319262
  
  I am rejecting this response because:

  Indian Springs response mischaracterizes key facts and, as usual, downplays the serious legal and ethical violations they have inflicted on me.
  
  1. The dryer was not just inconvenient it was nonfunctional for two months despite five+ maintenance requests. I was forced to crate my therapy animal repeatedly, wasted hours calling and emailing to no avail, and received only a $100 credit for a major disruption in habitability. The fact that Indian Springs issued a credit at the time shows their recognition that their handling of the situation was unacceptable, regardless of how they want to mischaracterize the incident now that acknowledging it undermines their false claims that this was only a minor inconvenience.
  
  2. I was sent another tenants lease agreement, including their personal information. This is not a clerical error its a data privacy breach, and it raises serious concerns about the security of my own information, including sensitive PII and banking details.
  
  3. I absolutely did not give verbal permission for unit entry. Maintenance entered without posted notice, in violation of Indiana Code 32-31-5-6. I immediately contacted the leasing office to tell them that their staff entered without permission and without notice, and was told the manager would follow up. She never did.
  
  4. Even ***** ****, the manager, stated in writing: "I will be putting a better system in place to ensure each door is noticed" (see attached email) which clearly acknowledges that notices were not posted for the April 11 inspection. This directly contradicts their claim that I gave verbal permission for entry, and confirms my consistent report that the building was not posted. ************** has now admitted that notice was not posted yet is attempting to reframe forced entry as "permission," while disregarding the legal standard for lawful access.
  
  5. When I finally reached the manager by phone, she became verbally hostile and falsely claimed that the other units entered that day had active maintenance requests. I have since confirmed with multiple affected neighbors that this is untrue. The fact that the manager has been telling a shifting story about maintenance requests that never existed stands in ***** contrast to the fact that I have been contacting them since the day of the incident with the truth: there was no notice, and permission to enter was not given. This constitutes unlawful entry.
  
  ************** has consistently failed to address these concerns with honesty or professionalism. I continue to request release from the $2,000 lease break penalty, as this extensive pattern of violations and misconduct has caused serious emotional distress and has repeatedly disrupted my legal right to quiet enjoyment.

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

  Business Response

  Date: 06/10/2025

  According to our records, our maintenance team members, ******* and *****, arrived at Mr. ***** unit to perform the scheduled Annual Fire Inspection. At the time, Mr. **** was present and answered the door. While initially surprised, he ultimately allowed the team to enter without objection.

  
  Subsequently, ******* contacted the leasing office to express concerns about the entry. We understand that a follow-up was expected, and we apologize if that communication did not occur as anticipated. Please note that the former Property Manager responsible for the follow-up is no longer employed with the company.

  
  We take this matter seriously and remain committed to complying with all applicable laws and regulations. We are upholding the terms of the lease agreement. At this time, the request to be released without penalty has been denied. As outlined in the lease, early termination requires a 60-day notice and payment of the applicable buy-out fee in full.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23319262
  
  I am rejecting this response because:
  
  1. At no point did I allow entry. On April 11, 2025, I secured my dog and opened the storm door only to inform the maintenance crew that they had not posted the required 24-hour notice. I explicitly told them that no units in our building had been posted, which they did not dispute. Instead of acknowledging this legal failure, one of the men dismissed my objection by saying, Were just doing our job, then walked past me into my apartment without invitation or permission. That is not consent. That is trespass.
  
  2. Their response reframes my shock and restraint as permission. Just because I didnt escalate the situation further in the moment does not mean I was okay with what happened. I objected clearly and immediately, both to the maintenance crew and to the leasing office the same day. I told them this was a violation of Indiana Code 32-31-5-6. I then followed up repeatedly in writing and by phone.
  
  3. The fact that the manager responsible for following up is no longer with the company does not absolve Indian Springs of responsibility. If anything, it further underscores the ongoing mismanagement and lack of accountability Ive experienced throughout my lease.
  
  4. ************** has admitted, in writing, that they failed to provide notice to every door. Their attempt to reframe this as a misunderstanding about consent does not change the fact that entry without proper notice or invitation is illegal. They have not refuted that no notice was posted, they simply try to shift the story each time to avoid liability.
  
  Sincerely,
  
  ****** ****