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:02/06/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Name: ***** ***** ******** *** * ******** *** *** **** ********** ** ****** *** ****** ******************** Business Information:
  
  Business Name: The University Group
  Business Address* *** * ***********  *  ********** ** *****
  
  Issue: Excessive noise from building's IT room fans significantly disrupting residential peace and sleep.
  
  Lease Duration: August 23, 2024, to July 31, 2026
  
  Problem Description:
  
  Noise Source: Maintenance identified noise from IT room fans.
  Noise Occurrence: Noise mainly occurs at night and early morning. Initially recorded from 1:00 AM to 9:00 AM continuously. Recently, noise occurred from 7:00 PM to 12:00 PM the following day on January 31, 2025, and restarted at 11:00 PM on February 6, 2025.
  Noise Levels: Documented noise levels exceeding 50 decibels during late hours, significantly above the 20 to 30 decibels recorded during daytime.
  Impact on Tenancy:
  
  Sleep Disruption: The persistent noise has severely disrupted my ability to sleep, waking me multiple times or preventing sleep altogether every night.
  Actions Taken:
  
  Initial Maintenance Request: First complaint lodged on October 25, 2024. Suggested solution to relocate bed within apartment proved ineffective.
  Further Communication: Voiced concerns again on January 22, 2025, after a break, but received no effective resolution. Ongoing maintenance requests have been met with limited and decreasing responsiveness from apartment management.
  Management Suggestion: Proposed subleasing the apartment as a solution, which is unacceptable as it does not address the root cause but shifts the problem to another tenant.
  Noise Standard Issue: Management stated noise complaints are only addressed if above 85 decibels; however, reports from Decibel X indicate that exposure to noise levels above 74 decibels can cause hearing damage and pose serious health risks.
  Desired Resolution: I am seeking to either move to a quieter unit within the building or terminate my lease entirely.

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 rented an apartment for 8 years before passing away in May 2024. In addition to keeping her security payment, the landlord is also billing $420 for painting of her walls, claiming smoke damage. However, no special treatment was done -- it was just standard painting.
  
  It is standard to repaint rental units every few years. I rent out properties and paint them every 2-3 years. Waiting 5 years between painting is the highest end of the norm.
  
  The apartment my mom rented was not painted during her 8 year stay. Other units in the building were painted, renovated, and improved every time they turned over every 2-3 years.
  
  This landlord is showing predatory practices--charging a tenant for routine maintenance to avoid paying themselves, and counting on the fact that this tenant was elderly and is now deceased, so her next of kin will not object.

• Initial Complaint

  Date:08/27/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 rented an apartment from this rental group from August 2023 to August 2024. I received notice that they will be charging me 735.00$ to come out of security deposit paid last August. The apartment was cleaned by me and my roommates upon moving out. The paint and walls were not damaged. In fact the apartment was left cleaner than when we moved in. They are charging 330$ for cleaning, 220$ for painting and 185 for carpet cleaning. I want this group to give me my security deposit back without charges being taken out because the apartment was well take care of by me and my roommates. In addition, my former apartment is being renovated so these charges seem especially fraudulent.

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  University Group is illegally charging for carpet cleaning and wall painting in a rented apartment. We vacated August 2023. I received teh deposit it was minus charges for cleaning, painting and carpet cleaning. I quickly disputed the charges thru their system and were told "reviewed your move-out video...agree with your assessment about cleaning, we will cover and refund this amount." but "There was significant paint damage in the bedrooms with incurred charges" and "Carpet cleaning is an automatic deduction mentioned in paragraph 2.1 of the lease"...which is illegal in the city of Urban ordinance (Sec. 12.5-20 d) where the property is located.
  Then I asked for the timestamp to see what "damage" they referenced in the video which they sent. I replied that we have photos and a video THEY sent us prior to move-in that showed these were already there. I also explained any other "marks" are not damage. “Damage” means destruction to the rental unit that occurs because of abuse or negligence. I never received any other response from University Group. I sent multiple emails requesting our money back and explaining our reasoning with no response, then composed a few letters that I also mail via ****. In November 2023 I contacted legal services at **** where I went to school. They sent multiple letters, but also never got any response. I even returned to the apartment unit in March 2024 and spoke to the current tenant who stated that the walls were definitely not repainted and the carpet had not been cleaned as it was still duct-taped to the flooring where I had recorded a tripping hazard and taped it down. They charged us for work that was never done! I fear that it is too late to get our money back. They take advantage of students, knowing that they may be young or moving and won't be able to follow through. They should not be allowed to do this.

• Initial Complaint

  Date:09/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  University Group is illegally charging for carpet cleaning and wall painting in a rented apartment. This is against Urbana ordinance.
  Re: (d) The decorating of the rental unit after the tenant vacates, including painting and carpet cleaning, unless walls or carpets are damaged beyond normal wear, shall not be considered as damage and the costs thereof shall not be charged to the security deposit.

  Business Response

  Date: 09/26/2023

  We have a dispute process that this resident can go through to dispute the turnover charges on their past unit and receive an additional refund.  I just reached out to them to see if they've submitted the dispute through our webform or not, as I'm not sure if they have.  The webform became available at the beginning of September.  There is a wait period of 10-15 business days for a response, which I know can feel like a long time, but their dispute will absolutely be addressed as long as it's submitted before October 1st.

  I emailed them a link to the webform to submit their dispute.  If they've already submitted their dispute and haven't received a response in the estimated response time frame, they can let me know and I'll see what I can find out.

  Thank you!

  Customer Answer

  Date: 09/27/2023

   I am rejecting this response because: If U Group had done their due diligence before replying they would see we first submitted form they are referencing on Sept 5th. We tried to reach out many times after as according to Urbana ordinance, and our counsel,  if security deposit is not returned within 45 days after tenant leaves property, double the amount owed is due back to renter.  Urbana Ordinance: If a landlord fails to provide the itemized statement, does so in bad faith, or fails to return the security deposit within 45 days, the tenant has a claim for twice the deposit due, plus attorney’s fees and costs.

  They have also not paid interest as is part of the ordinance: Urbana security deposit law requires that landlords pay yearly interest, by cash or credit applied to rent due, under the following conditions: the tenant is not in default, the security deposit is $100.00 or more, and the landlord holds the deposit for more than six months. If a landlord willfully fails to pay interest as required, the tenant has a claim for the amount of the security deposit plus attorney’s fees and court costs. 

  We did receive an email stating the unlawful carpet cleaning and painting charges will be returned in approximately 21 days. There was no response to them going over 45 days and not refunding interest. UGroup is blatantly trying to take advantage to the young tenants who do not often have access to consul.