Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Order 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.

  Very high monthly electrical bills averaging $600 per month from *** to March on a very small bedroom apartment rented to students. By comparison the agreed to rent is $1096, the additional utiliy bill is almost 60% of the rent. Landlord refuses to acklnowledge a possible issue with an appliance or heat pump in the unit. Repeatedly indicates they will send an electician to do an inspection but nothing has been done. We now have no option but to vacate the rental unit early but the landlord is enforcing a buyout of the lease, totaling $3288. I have requested a $200 credit on the utility bill for March (total bill $491, previous month was $675, and *** was $577) but it was refused pending an electrician's assessment which was supposed to happen on March 28th but everytime I contact them the property manager tells me they are still waiting on the report... very frustrating as it seems they are just taking advantage of students and forcing us to move out before the lease expiration.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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 have been renting an apartment from Middletown Property Group since October 2020. I regularly have issues with the trash being piled up in and around the dumpster, and I have a current maintanence request that has been open since December 21, 2024. My maintanence request is that my sliding glass door does not have a door handle, creates a big draft and leaks when it rains or snows.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Multitude of maintenance issues that have gone unresolved, which include:- Windows do not have screens and do not open. First maintenance request made on 08/15/2024. Last time in contact about issue was 01/23/2025. Issue has not been fixed.- Electricity is not reliable in the two bedrooms and the bathroom of the apartment. Power constantly turns off and on for varying increments of time. Attempting to turn breakers on and off, both the breakers in the apartment and breakers outside at the meter, does not fix the issue. Maintenance from both MiddleTown Property Group as well as the electricity company (**********************) have attempted to fix the issue, but nothing works. Outside meter was replaced by **********************, did not fix the issue. First maintenance request made on 11/13/2024. Last time in contact with someone about the issue was 01/11/2025. - Persistent mouse issue in the kitchen. Maintenance has given traps, but has done nothing more to address the issue. Evidence that there are mice in other units as well (found "poisoned mouse" (as told by the exterminator) in kitchen, but we do not use poison traps). First maintenance request made on 12/10/2024. Last time in contact about issue on 01/30/2025.- Locks to the front entrance and the back entrance to the building do not work. We were never given a code to the number-pad lock on either door. Door handle falls off of back door to the building and causes lock-outs (if the door handle falls off outside, the door cannot be opened from the inside).- Dumpster is over 8 feet tall (not exact measurement), causes accessibility issue. Residents cannot reach the lid of the dumpster to put trash in, nor can reach when the lid is open. Garbage covers the area within 2 feet of all sides of the dumpster.- Cannot contact company office. When attempting to call at any time of day, the call is sent straight to the voicemail box. Have left over 5 voicemails about different issues, never had anyone call back.

  Business Response

  Date: 03/03/2025

  I am just getting this notice of this claim.  I am going to be working this account later today. I am gathering information.  I just want to make sure that we get a response over to your office to advise that we are working on the complaint.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair 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 had made an online maintenance request on sunday, the 3rd of November, to have the bottom heating element in the oven replaced since it had stopped working. (As i write this, it is now the 25th.) I got a notification from the portal the following day stating a maintenance person had been contacted, so I had waited all week for someone to show up. By Friday, nobody had contacted me, so I called the office asking about it. The receptionist states that she will contact maintenance and get back with me, but that never happened. The following week, I called again on Monday. This time, the same receptionist claims that the maintenance request hadn't been assigned. We went over the nature of the request and the details related, only for her to tell me she would contact maintenance and get back with me. Again, that didn't happen, so I called again that Wednesday, explaining that I expected the maintenance to have been completed by that point, just to be told it still hadn't been assigned and then she proceeds to go over all the information again, confirming the same info, but this time, realizes I had requested that they do not enter the unit while I was away which seems to have made her angry since the rest of the info was sped through and I got told the same lie. I still do not have a fully functional oven, and it is only 3 days until Thanksgiving. According to I.C 32-31-8-5 (4 [F]), the landlord must maintain appliances supplied as inducement to the rental agreement. This includes the fridge, dishwasher, stove, and laundry unit. Additionally, On the lease, they quote a non-existing state code (I.C 32-31-18) to try to claim they are only required to deliver units in a "habitable" condition. In reality, the code they are referring to is I.C 32-31-8-5(1) which states the dwelling must be delivered in a safe, CLEAN, and habitable condition.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted maintenance October 6th about part of my bathroom ceiling sinking and soft to the touch, a spot that was previously sealed over without fixing any drywall or structure above. They dispatched a maintenance worker to come fix it. He poked a hole in the ceiling then left. After this, water started leaking out. Reached back out October 22nd, maintenance came back out and said he would have a plumber out by the 29th. No plumber ever showed up. Middletown has been dodging my phone calls, left voicemail after voicemail, went to the office in person and was told no timeline on repairs. Called while I was at work to speak to management, got told theyre not here, theyll call you back, its now been 4 days. Came home 11/7 to water pouring out of my ceiling anytime my upstairs neighbor uses water, who also happens to be having the same issue with the tenants above them. Called emergency after hours maintenance, some unqualified college student employee who had no clue what he was doing came out, looked at it, put a humidifier in my bathroom (how is a humidifier going to fix a broken pipe?) and was not helpful at all. I was told youre just going to have to deal with it. Theres a reason Middletown has previous lawsuits from tenants and had to settle with the ************************ in 2023.

  Business Response

  Date: 11/20/2024

  For this repair we had to reach out to a vendor to repair the hole.  However, the vendor has not gone out. Our maintenance team has reached out to that vendor for follow up but have not been successful.   With working with vendors to handle repairs, we can't give a timeframe of when the work will be completed, due to not knowing their scheduling.  We have since cancelled the vendor that was assigned to go out, and we are working diligently to get a new vendor out to repair the hole in the wall. We are hoping to have this issue resolved no later than next week.  We are working on improving our maintenance flow. 

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This problem has been going on for nearly 7 weeks.  Middletown shows no urgency and knew the problem was an issue that was previously not addressed correctly affecting previous tenants. It is not a safe living environment and we are breathing in mold that is brewing above. Middletown is an unethical company who has dealt with prior class action lawsuits, and will be facing another lawsuit if they continue to expose us to unsafe living conditions. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I resided with the Middletown property group from 08/2023-07/2024. Upon signing the lease, we were charged a $500 nonrefundable redecoration fee that was supposed to be applied to repainting and cleaning the apartment. When moving in the apartment was quite dirty with chipped paint, a broken back door, and other issues. These issues were all noted on our move-in inspection, which we performed and submitted via a ****** survey that Middletown provided. My roommate and I moved out at the end of July and spent an entire day thoroughly cleaning and inspecting the property. We then received a bill for $1,156 in damages. Almost everything on this list was noted on our move-in inspection which they are now claiming we never submitted. I even contacted them about an issue with the fridge we missed on 08/16/2023 the day after submitting the move-in inspection because it would not allow us to edit it. When contacted about potentially resolving this issue in some way we were given pictures of an inspection they claim occurred 6 days before our move in however we do not believe this to be true. In the photos they provided, all windows are free of papers and blinds intact. Upon move-in there were 2 windows with "DO NOT OPEN" papers on them and all of the blinds had pieces missing. I would also like to question the viability of these repairs or cleanings being completed upon my move-out. On the invoice, it claims that they had to repair and repain the backdoor but I can see the property daily and the back door is in the same condition as when I resided there.

  Business Response

  Date: 11/06/2024

  At move in all tenants are given a QR code, and instructions on how to submit a move in inspection walkthrough.  In reviewing the account after the tenants filed a complaint for their move out with our company, we did not find a move in walk through inspection in the account.  The tenants submitted a work order on 8/16/23 stating that their refrigerator was not latching.  On the work order they referenced they did not put this repair on their move in walk through inspection. They also cancelled the work order submitted on 8/16/24 stating they found out what the issue was with the refrigerator.  We outsource our unit turns out to our vendors to clean, and to get the units ready for our next tenants.  In doing so we billed the tenants according to the work that was done in the unit.  We used the nonrefundable move in fees to offset the charges and applied it as a credit. I sent out an inspection taken 6 days before the tenants moved in showing them the conditions of the unit before move in.  The walls were painted before the tenants moved in, so with the holes in the walls they were charged for the repairs of that.  The tenant mentioned the blinds were not in good condition, on 8/28/23 a work was placed for the blinds that were not intact, and we went in and replaced them with new ones.  We use AppFolio to do our inspections. There is not a way for us to alter a date once an inspection is complete, and we are improving our business, so we would not even try to do that.  The patio door was off track, so they were also charged for that.  All of the charges on their disposition were valid.  Again, we used the non-refundable move in fee, to help with the charges for turning the unit.  So, the balance of what is owed, is correct.  Please let us know if any additional information is needed.  

   

  ******* ********-****

  Collection's Specialist

  ********************.

  Business Response

  Date: 11/08/2024

  At move in all tenants are given a QR code, and instructions on how to submit a move in inspection walkthrough.  In reviewing the account after the tenants filed a complaint for their move out with our company, we did not find a move in walk through inspection in the account.  The tenants submitted a work order on 8/16/23 stating that their refrigerator was not latching.  On the work order they referenced they did not put this repair on their move in walk through inspection. They also cancelled the work order submitted on 8/16/24 stating they found out what the issue was with the refrigerator.  We outsource our unit turns out to our vendors to clean, and to get the units ready for our next tenants.  In doing so we billed the tenants according to the work that was done in the unit.  We used the nonrefundable move in fees to offset the charges and applied it as a credit. I sent out an inspection taken 6 days before the tenants moved in showing them the conditions of the unit before move in.  The walls were painted before the tenants moved in, so with the holes in the walls they were charged for the repairs of that.  The tenant mentioned the blinds were not in good condition, on 8/28/23 a work was placed for the blinds that were not intact, and we went in and replaced them with new ones.  We use AppFolio to do our inspections. There is not a way for us to alter a date once an inspection is complete, and we are improving our business, so we would not even try to do that.  The patio door was off track, so they were also charged for that.  All of the charges on their disposition were valid.  Again, we used the non-refundable move in fee, to help with the charges for turning the unit.  So, the balance of what is owed, is correct.  Please let us know if any additional information is needed.  

   

  ******* ********-****

  Collection's Specialist

  ********************.

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service 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 Middletown Living Property Group and one month and ************************************************** for damages that were not mine and for doing pest control which they do not actually do. I was charged for carpet cleaning, although my apartment has no carpets and for a broken blind which was broken and that I documented and submitted to them upon move in and which remains broken to this day and that I documented this morning. I have not paid the business what they are demanding because this is outright fraud and there should be no bill whatsoever.

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have no power to our laundry room I've reached out to the company rep and put in a work order yet no one has showed up we also have had an enormous pot hole in the parking lot of the apartment for the pass 6 months yet still no one has lifted a finger . The only time they come is to clean out an apartment to move someone in and they up prices every year. They don't care about the residents just the money . It's been a nightmare since they took over

  Business Response

  Date: 05/21/2024

  Hi *******,

  Thank you for reaching out. We are aware of the situation in the laundry room and working to get it resolved as soon as possible. As of today, the most recent information we have is that there is a vendor scheduled to do service on the electrical issues in the building for Thursday, May 23. We will continue to communicate updates as we hear them.

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leaking tub water, toilet water and whatever else leaking under house. The foul smell of mold and mildew the smell gets stronger after we shower or bath. The wall between toilet and tub in bathroom leaks and is moldy. They keep canceling the work orders or says it's completed when they never fix the issues. They have to take up floor to fix the problem and won't do it. It's inhumane to have to live with mold and mildew smell and it's strong. I also have pictures of what I'm saying

  Business Response

  Date: 05/07/2024

  Hi ********,

  Thank you for reaching out. We have sent our maintenance team to your home several times and have not found evidence of mold, mildew, or other organic growth. On March 29, our maintenance team ran each water fixture, opened the access to your crawlspace, watched for leaks, and was not able to find any evidence of leaks in the crawlspace area or anywhere else. We have attached photos from this inspection. On May 1, another of our maintenance team members inspected all areas in your home where water is present and did not find any evidence of any sort of growth. Pictures from this inspection will be attached as well. We have not received any photos from you demonstrating mold or other growth, only screenshots of your work orders. We definitely do not want you to live in a house with organic growth, but our inspections have so far not shown any growth that needs addressing. We hope this addresses your concerns and demonstrates that we have thoroughly investigated your home for mold, mildew, or other growth and have only canceled your work orders because we were confident that none could be found. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They only took pictures of what you can see they didn't look  or open up the wall or where dryer vent  goes. But they haven't done anything,  but here are my pictures  I've got. 1st it's my dryer vent hole and we turned water off and  we  can still hear water leaking from somewhere  under the house. The other pictures  are the wall between the  toilet and tub 

  
  
  Regards,
  
  *********************************

  
  

  Business Response

  Date: 07/03/2024

  Hi,

  Apologies for the delayed communication and initial miscommunication! After ******** let us know that our response was insufficient and sent further pictures, we sent our maintenance technicians out to the property again and was able to find a leak in the shower. Our technician recaulked the shower on May 14th, and I have attached the pictures he took while doing work at the property as well as our portal records of the work done.

  Business Response

  Date: 07/03/2024

  Hi,

  Apologies for the delayed communication and initial miscommunication! After ******** let us know that our response was insufficient and sent further pictures, we sent our maintenance technicians out to the property again and was able to find a leak in the shower. Our technician recaulked the shower on May 14th, and I have attached the pictures he took while doing work at the property as well as our portal records of the work done.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently renewed for a third year here. Previously, I never had much in the way of maintenance requests. I'm currently without AC for 2 1/2 weeks and the wall AC unit may be an electrical hazard as there are black streaks on my wall from the cord that appears to be burned. I filed an emergency request on 4/9. On 4/10 I called and spoke to maintenance who said someone would call me before coming out. On one occasion, I was told there was someone coming out to look at the roof and a mold issue but no promises on anything AC related; no one came, no call was made and when I followed up, I was simply told the person was called away on emergency. Then I called back in asking for something to be done, the person on the phone was rude and almost mocking in tone, saying a manager would call me in ***** hours I followed with two emails to different addresses I found in the company; one of them that person answered and said they would follow up with maintenance and call me the next day. No one called the next day and the manager never called. The 72 hours have now passed.

  Business Response

  Date: 05/07/2024

  Thank you for your patience. Occasionally, our maintenance technichians are called away on an emergency repair, such as taking care of flooding or fire, with very short notice. We do our best to communicate this to residents when it happens, but we also know that this is frustrating for everyone and apologize for the inconvenience.
  Our maintenance team was able to repair your A/C unit on May 1, and a manager reached out to you via phone on May 3 to see if there were any remaining issues. He was sent to voicemail, but would be happy to talk to you if any issues remain.

  Customer Answer

  Date: 05/07/2024

  What an arrogant non-answer from the company that doesn't even acknowledge that it took them 22 days to respond to an emergency response.  It doesn't address the manager not calling me despite promised, and it doesn't address the person who answered's phone response that basically mocked me for following up while going without air for weeks and having a burn **** on an outlet that I didn't felt safe having.

   

  Someone leaving me a voicemail on May 3 just shows that everything I told you was true - and this company deserves every bad **** that you stick them with, with all of the bad comments you're sent.  They've lived up to their terrible rating with you.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.  I finally got a new AC unit, but I'm insulted by their response and no voicemail sent by a manager nearly a month after an emergency reporting trumps all of the inaction and middle fingers they sent me along the way.
  
  
  

  Regards,

  *********************