Complaints

This profile includes complaints for Ginkgo Residential LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ginkgo Residential LLC

  200 S College St Charlotte, NC 28202-2012

• 

  Weyland Apartment Homes

  2811 Marlowe Ave Charlotte, NC 28208-4923

• 

  Sharon Crossing Apartment Homes

  2123 El Verano Cir Charlotte, NC 28210-6627

• 

  Country Club Apartment Homes

  900 W Wilson Ave Mooresville, NC 28117-8001

• 

  Bridges at Quail Hollow

  7561 Quail Meadow Ln Charlotte, NC 28210-5134

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:06/30/2025

  Type:Product 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.

  **************************** is threating to move forward!I was transferring from my Aurora Apt to one of their a townhouses due to several noise disturbances including Gun shots! we didn't have HEAT for 2-months ****************** 2025 I was set to move March 14, 2025 at 1pm. I was told by ******* Shark a office staff member the paint would be dry by then. I went to the office to get my keys before picking up the truck. I was told the tenant was still in the unit the tenant had APPEALED! The office manager stated she wasn't notified of the appeal! How is that possible she had to have known! I had to cancel my U-Haul, reverse my ********************* internet. My entire apartment was packed up! I was offer another townhome that was renovated & way out of my price range! I'm asking for compensation for loss of HEAT January 9, 2025-February 21, 2025 while Aurora was trouble-shooting & we were freezing they realized it was the thermostat!I moved out March 22, 2025! I had to leave IMMEDIATLEY due to my health issues! I received a Collection Notice from ****** for $1610.79. My attorney: Merritt, ***** *************** PLLC sent a letter dated May 13, 2025 to date I still have not received this information.

• Initial Complaint

  Date:04/05/2025

  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.

  This apt complex does not ever answer calls nor return them. Washing machine that is in apt provided by them has not worked in months and they have neen notified no less than 8 times in person and have not fixed it. It has cost no less than $30 a week to do laundry elsewhere so the way i see it they owe me at least $240 since i pay rent and they do not provide what they are obligated to.

  Business Response

  Date: 04/28/2025

  We are writing in response to the complaint filed by ******* Johnston regarding their concerns with maintenance issue specifically with the washing machine. 

  First and foremost, we value all our residents and are committed to providing a safe, comfortable, and responsive living environment. We sincerely regret any inconvenience ******* Johnston may have experienced and take their concerns seriously.

  Summary of the Situation:
  As I understand it, the resident placed a work order in for the washing machine on March 12, 2025, as it was not working. 

  Actions Taken:

  *** style="color: black;">On March 13^th 2025 the work order was address and the issue was marked completed.   *** style="color: black;">Our onsite team has attempted to follow up with the resident by going to the home on 04/23/25 however, no one has answered the door. We have also sent an email and text message to the resident to either come to the office or respond with a day and time we can get into the home to trouble shoot the issue with the washer **************************

  We believe we have acted in good faith to address the concerns raised and are committed to working with ******* ******** to find a mutually agreeable solution. We invite them to contact us directly at ************ if there are any outstanding concerns or if further assistance is needed.

  Thank you for allowing us the opportunity to respond, and please let us know if any additional information is required.

  Sincerely,

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

  Property Manager

  Aurora Apartments

  
  

• Initial Complaint

  Date:12/16/2024

  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.

  I am a tenant at ************, an apartment complex owned by Gingko Residential. There have been several issues with maintenance since moving in, which have negatively impacted my mental and at times physical health. This includes allowing standing water in my dishwasher for four weeks, allowing me to live in an apartment with a broken thermostat for a month which resulted in the unit dipping below temperatures deemed unlivable, and the current issues, which are water damage on my bathroom wall, my drain plug in my bathroom sink not working, and my washer and dryer both being broken. They have done nothing about these last four things, and I can only be patient for so long.

  Business Response

  Date: 12/23/2024

  Hello *******,

  Thank you for making us aware of your open items.  I reviewed our ticket system and see that 3 of your items have been addressed by our on-site team.  The only open item is the washer leaking, in which a part has been order.  If you have any more concerns, feel free to contact me at ******************************************** or ************.  

• Initial Complaint

  Date:06/20/2024

  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.

  From the beginning it has been a nightmare. When applying for the apartment they were extremely hard to get in contact with. I had to send continuous emails to get a response from anyone. I was told my unit was ready for move in. The day I was supposed to move in. In fact a hour before I was supposed to pick up my keys they told me I couldn't move in because of a pest issue. 2 weeks later I was told it was no longer any activity of pests and that was a lie! The entire unit is infested. They said they did repairs also lies. No repairs or changes were made from the lady tenant other than their belongings no longer being there. Doors are messed up I have crayons all of my walls . Cabinet broken. Screens missing from my windows. And the list goes on but the infestation of roaches is extremely dangerous. I have found one in my children's bed. I explained this to them and nothing has been done. I have put in service request for leaks and holes to be filled. They keep saying they have completed the jobs and I have security cameras in the inside and outside of my unit and the days and times that they are supposedly sending someone. No one has came to complete any work. I haven't had a/c for a week and I keep calling the emergency line and emailing the office and nothing has been done this is extremely unacceptable and risking my children and myself safety.

• Initial Complaint

  Date:06/17/2024

  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.

  I am currently a resident at the property they manage, ******************************. I placed a maintenance request on March 8th 2024 for a broken washer. They closed the ticket and listed as "fixed" and it was not. I put in another maintenance request for the same broken washer on March 27th 2024. They marked it as complete on the same day and it was not. After going up there and for several days to talk to one of the office staffs, they promised they were ordering a part and give it a few days. Days turned into weeks. During this time I continued to call to get a manager on the line and they were never available and promised to give me call back when they were. That never happened. I placed a final maintenance ticket in on May 8th. June 1st rolled around and I was ready to move out. I was able to talk to a manager on June 4th. and they promised that they had a few new maintenance men on the property to help fix the maintenance issues and give them by Friday to get it done. it is now June 17th 2024 and the washer is still not working. I've talked to the staff, management and even "corporate" supposedly know about my broken washer. I've emailed the office just to have a record of everything and supposedly they do not receive those emails from that email address. So they gave me another one to email and that one has me blocked. I've even emailed someone in the corporate office about the issue and still my washer is broken.

  Business Response

  Date: 07/08/2024

  I am writing to inform you that upon further research of ***************************************** account, the former resident failed to provide the required 60-day notice. I've included a copy of the notice ****************** provided by email on 3/4/24 which notes her plans to move out on 3/27 however the lease expiration date was 3/31/24. ********************** account warranted rent to be billed through a 60-day notice from 3/4 - 3/31 = 28 days, 4/1 - 4/30 = 30 days, and 5/1 - 5/2 = 2 days for a total of 60 days. Since this time, ********************** former apartment was reoccupied as of 4/29/24 therefore the account will be revised to reflect rent owed through 4/28/24 instead of 5/2/24 which reduces the notice requirement period. I have also attached a copy of the 60-day notice requirement m-t-m addendum ****************** acknowledged and signed on behalf of Ginkgo ******* LLC d/b/a ******* Crossing. Our records indicate no security deposit was paid. Please reference paragraph 4 of the lease agreement which reflects $0.00. Upon move in, ****************** paid a non-refundable Ginkgopremium of $275 in lieu of a security deposit. After further review, please let me know if you need any additional documentation or have questions. We are happy to establish a payment arrangement on behalf of the revised balance which will be shared with ******************. As part of the revised balance, the carpet damage charges of $428.57 have been removed however rent charges owed through 4/28 will be added for a total balance due of $1044.68 which covers the notice requirement period. Lease copy, file too large to upload. Please copy and paste link below into your web browser to review.***********************************************************************************

   

   

   

• Initial Complaint

  Date:02/01/2024

  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 was evicted out of this property i left the apartment 4/26/23 to move to another location the apartment was clean in good condition besides things that the property was supposed to fix and i have proof such as flooring front door all room doors an a leak that was coming from up stairs second floor i was on the first floor was damaged to the leak that has taking place for almost a week and 2 days my wife at the time said that she was going to call the fire department because the water was leaking all over the wires which caused the lights to go out because water got into the breaker box and that was the only way for them to com out in make repairs water leaked so bad till the point it got under the flooring which caused the flooring to lift up the came in put a restoration machine in the apartment and left it their for almost a week my son game and ipad was damaged due the leak i will provide pictures of everything

• Initial Complaint

  Date:11/14/2023

  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 live at Gardens at Country Club owned by Ginkgo Residential, I have been trying for going on 4 weeks now to transfer into a smaller unit. I was initially told I had to have an inspection of my apartment first before allowed to transfer, I had that done over two weeks ago, then I was told the manager was out so I had to wait for her to come back to approve the transfer, once she came back I was told I needed to re-apply like a new tenant to "transfer" to another unit. I have lived her 10 years and never had to do that, but did as they wanted and re-applied. Then last Thursday 11/19/23 I was told the leasing agent handling my stuff didn't attach my paystubs but everything else was approved, I just had to wait for her to get back today 11/13/23 and I could get the keys. Today I'm told there is a 30 day waiting period to transfer. Yet, I was made to reapply like a NEW tenant and I have transferred 2 other times and never had to wait 30 days. NOR was I ever told about a 30 day waiting period. This entire time the stories have changed, I've NEVER gotten calls back, they are dragging their feet in what feels like a very discriminatory situation because I have complained about plumbing and electrical issues, been charged fees for grills others haven't there. I've reached out to management and don't get called back, tried reaching out to Ginkgo and don't hear back. This is not ok.

• Initial Complaint

  Date:11/08/2023

  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 a resident at these apartments for going on 4 years and on a fixed income. Majority of the time I have been here I have had a problem with hundreds of extra dollars being added to my monthly rent amount with no explanation of the charges or anything. The extra charges should not be there at all, I dont know if the staff thinks they can just sneak extra charges in and no one notices, but I have reached out numerous times about it. They just think of a way around it to explain the charges and it still makes no sense, or they just flat out ignore my emails altogether. I am a elderly veteran that has other bills and things to pay. Most of my check goes to them, it is unfair to overcharge me on rent to help build the extra things they are currently building in this neighborhood. Its bad business! My granddaughter has even reach out to them through email and left a voicemail on the rent office voicemail machine that was completely ignored as well. I reached out to you all when another business was doing this same thing and overcharging me, and you all were able to help. I hope you all can do the same this time as well. It has become very stressful and frustrating how this business thinks they can keep doing this and get away with it. Before I signed the new lease last month my rent was suppose to be $1,177 (stated in previous lease) I was being charged almost $1,400. The new lease states the rent amount *****, this month of November my rent amount was almost $2,000. A 2 bedroom small apartment in a not so good neighborhood is not worth that much in monthly rent payments. I also wanted to mention that theyve switched property managers three times within a year but they all seem to do the same thing when it comes to fraudulently overcharging rent amounts.

• Initial Complaint

  Date:09/19/2023

  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.

  April 10, 2023 I signed a lease with the Aurora apartments. I was sent a welcome letter with a payment coupon I paid the amount stated on the payment coupon but, not the amount on my account (it was higher). Also I was told that I signed up during a special and I would receive one free month but I got a late notice and fees for a month that should had been free due to the special. I called the office and sent email but I got no response. Finally one day around 430pm I get an email from the office stating that my account has been corrected and i can make the payment I informed her that my brother had passed and I was out of town and Ill pay t when I get back but before I came back and eviction was filed. I was never given the opportunity for a problem that I did not cause I would like the eviction off of my credit.

• Initial Complaint

  Date:09/18/2023

  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.

  On 9/6/23 an email was sent to ***************************** the property manager informing her that the ** unit was not working properly. ******* sent out a maintenance man Oz to look at the unit and told him that we had family coming to visit and needing to get issue resolved ASAP. ** reported back to ******* that everything was working fine. On 9/7/23 thermostat was replaced which the unit was still reflecting, 80 degrees. On 9/8/23 Oz filled the unit with Freon, 9/9/23 contacted the emergency line informing complex that the unit had reached previous temperature of 80 degrees and was informed by Oz that complex ran out of freon and was given a defected portable a/c unit that blew hot air from the back and also was told by ** a third party company would be coming to inspect a/c unit on 9/11. On 9/11/23 a third party company came to inspect the ** unit and was told the coil needed to be replaced. On 9/12/23 we were told by ******* that the ** part was out of stock and had to be ordered and that it will be delivered on 9/14/23 and installed by 9/14 or 9/15. On 9/13 no communication at all from the leasing office or Property manger on when the ** part would be installed. On 9/14 received a portable unit in one room which temperatures still reached 80 plus degrees, called and spoke directly to leasing office and was told that part needed to arrive and then third party company would be scheduled, we also received email letting all tenants know that office will be closed on 9/15. We spoke with ******* , she stated that there would be no issue if part comes in with leasing office being closed. On 9/15 an email was sent to ******* following up regarding part being replaced and no reply, this is now day 9 regarding issue. The temperature in the apartment has been 80 plus since 9/6 while my family is here visiting. I have multiple pictures of the thermostat reflecting 80 plus and also picture of defected portable ** unit that was given on 9/9 if needed.