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:02/19/2025

  Type:Billing 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.

  The Northridge Heights leasing office is attempting to pass on requirements for payment above and beyond what was agreed to during my lease buyout. They have repeatedly lied and gone back on the documentation provided.
  The buyout agreement explicitly states that the “Amount due equals rent through responsible date $2234.63, early termination fee $1056 and all concessions and discounts. Total due $3290.63”.
  The Responsible Through date is listed in the Buyout form as well as what was mailed to me and is the Buyout states that the “Amount due equals rent through responsible date”
  Rent CIP is now attempting to charge another month's rent despite this explicitly stating it's included in the buyout agreement.
  Based on this and the security deposit provided, Northridge Heights actually owes me $324 in refunds from my security deposit.

  

  Business Response

  Date: 03/03/2025

  Hello,
  
  Thank you for bringing this matter to our attention. 
  We have reviewed *** ********** complaint and will agree to reverse the charges
  in question.  In reviewing *** ********** charges it does appear that he
  was charged out through his last month responsible per his agreement. 
  However, we acknowledge that there was an error in the calculation of his lease
  buyout agreement.  After reviewing all documentation, including our
  internal buyout calculator, we have discovered where the error occurred and
  have made changes to the process to ensure something like this does not happen
  again. 
  
  We understand that *** ********** frustration and confusion
  with this process.  Our goal at CIP is to provide those we serve with
  exceptional experiences.  Since the error was on our end, we will work to
  refund the charge of the last month’s responsible rent that was left off *** ********** lease buyout agreement due to a calculation error.
  
  Thank you,

  Regional Manager

  Customer Answer

  Date: 03/07/2025

  
  
  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:01/16/2024

  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.

  In May of 2023 I was the victim of domestic violence (assault and stalking). I was desperately looking for a new place to live. The Flats at 84, owned by CIP, was the first place I found. My assaulter had a warrant and was not arrested until June, and I could not move out from where I was living. I repeatedly called and tried to explain what was going on. The manager at The Flats from 84 never called back. Then a collection agent from CIP started calling. She demanded I send in proof I was assaulted and proof from the court. I have not gone to court once as I am only speaking with victim advocates. I have a professional career and do not want to be involved with this situation, and the court has done everything to protect me. CIP, in turn, sent me to collections for a $400 security deposit, for an apartment I never moved into. I am a teacher, I cannot afford this, and furthermore, I have worked hard on my credit score. I cannot believe this company has treated me this way. Even without the circumstances going on in my life, I gave them amble time to know I would not be able to move into the apartment. More awareness needs to be brought to domestic violence. It is very scary and hard to get away from.

  

  Business Response

  Date: 01/18/2024

  CIP Communities is dedicated to providing exceptional
  customer service and adhering to all applicable laws and regulations, including
  Fair Housing and VAWA (Violence Against Women Act), which is applicable in this
  situation. The following is an outline of documented events. All customer names
  have been anonymized (“Customer”) due to the sensitivity of the situation.
  
       - 4/15/23: Customer called The Flat at 84 and spoke to the Property Manager about availability options.
       - 4/20/23: Customer toured available unit.
       - 4/20/23: Customer submitted application. At time of submitting application, Customer agreed to all terms and conditions, which includes paying for days off the market should Customer cancel their application.
       - 4/21/23: Application was approved.
       - 4/22/23: Leasing Agent emailed Customer as a follow-up to the approved application.
       - 4/25/23: Automated email was sent to Customer alerting that the lease agreement was ready to sign.
       - 5/8/23: Leasing Agent sent Customer standard move-in letter informing Customer to sign lease agreement, financial obligations, and other standard move-in information.
       - 5/17/23: Leasing Agent called Customer and left voicemail to touch base regarding move-in letter that was sent and confirm other details such as signing the lease and move-in date. The property did not hear back from the Customer.
       - 5/31/23: Property called Customer again and Customer stated they were not moving, which was one week before possession date, and cited the reason was due to a domestic abuse situation. The property communicated to Customer under the VAWA (Violence Against Women Act) what type of documentation we needed in order to comply with VAWA which was stated as “documentation from a non-biased 3rd party on the situation such as victim advocate letter, protection order, or restraining order so that we can waive the re-rental fee per/the Application and the Terms and Agreement.” Customer stated they no longer wanted the property to contact them, however CIP offered for Customer to speak with a Senior Manager for further discussion.
  
  The situation was left unresolved, and Customer had
  outstanding charges pursuant to the terms and conditions Customer agreed to
  upon application and did not provide necessary documentation per the VAWA
  (Violence Against Women Act).
  
  The CIP collections agent spoke to Customer on 7/17/23,
  7/24/23, and 8/17/23 to try and obtain supporting documentation. On multiple
  occasions, Customer refused to provide required documentation, requested CIP to
  no longer contact Customer, and stated Customer would obtain an attorney to
  handle further but did not provide attorney’s information to our attorney or
  CIP company representative.
  
  On 9/26/23, CIP sent the file over to our third-party
  collections agency.
  
  As stated, CIP Communities is dedicated to serving our
  customers during unique circumstances but is required to comply with all laws
  and regulations.
  
  We recommend Customer to contact **** *****, Senior Property
  Manager, at ************ to further discuss
  the necessary next steps.
  
  We look forward to
  resolving this matter with the upmost respect for the Customer.
  

  

  Business Response

  Date: 02/13/2024

  On January the 26th **** ***** reached out to Jessica in reference to the BBB Complaint.  She explained to her the items we would need for supporting documentation for VAWA so we could waive all fee's that were being charged to her.  As of 1/26/24 Jessica did provide us with the documentation needed to waive the fee's and we contacted the collection agency to zero the account out and that it would not negatively impact her credit.  **** ***** followed up with Jessica on the 27th and the 29th of January to ensure that all fees were now at a zero balance and our collection agency had received the request.  On February the 5th Jessica reached out to **** ***** stating that she did receive the email from our in-house Collection Specialist regarding the ****** ******** letter and Jessica asked what she needed to do in response to the BBB.  **** ***** responded if she could reach out to the BBB and let them know this has been resolved and closed out that would be appreciated. As of February 13th, we received a call from the BBB in regard to this complaint, so **** ***** contacted **** ******** with the BBB outlining the information above and that this has been closed out.  **** ***** reached out to Jessica letting her know the BBB has not received her part of communication on this complaint being closed out.  If there are any further questions, please let us know.

  Customer Answer

  Date: 02/13/2024

  
  
  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.
  
  
  
  Thank you to **** from CIP for handling this with such kindness. I am still waiting for this to be reflected on my credit report but trust it has been handled properly.

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

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service 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 will start this off with I lived at one of CIP Properties for 10 months and I caused no problems and always paid my rent on time. I left that property on good terms. I was thinking I was going to move into one of their other properties. The person I was going to move in with left town and I couple not afford that apartment. I called before my move-in date and told them I could not afford it on my own. I was not asked if I would like to look at a different apartment that I could afford. They took my $*** deposit that was paid on my credit card and charged me $**** for a month's rent. I have not been able to pay them because I have been sick and I am trying to find a new place to live. I called and tried to talk to them about maybe getting a new place and if the could work with me. I was told no, that I was lucky I didn't get charged for the whole 12 months. I was not treated well. So I went to, ******, ****, and BBB and left reviews. I finally after many messages get a call from the CIP office. They had two ladies on the phone and one lady said they would drop my amount to $*** and I could apply for a CIP property. The only thing was that I had to take down all my reviews and call BBB to have them take them down. I was okay with that and I do understand why. I took everything down right away.
  A few days later I get an email from one of the ladies saying I have to pay off my balance before they will let me apply for an apartment. That's not what I was told in our conversation. Then I get an email saying they are going to over ride it. Then I get an email saying they need two payments before I can apply. Meanwhile, I am ** *** ******** ***** *** ** still looking for a place to go.
  I don't think what they are doing to me is right! I was a good tenant and I would have taken a different apartment. Then they tell me if I take down the reviews we will lower my payment and let me get a place. Then they change all that on me. I don't know what to do. I have emails to confirm all this.

  

  Business Response

  Date: 06/20/2023

  Good afternoon, 
  
  I am responding to Becky ******** complaint against CIP Communities.  We are not denying the fact that Becky was a good resident nor one to create any issues.  We valued her as a resident and were in hopes she would return to a CIP Community again.  Our communication started on 6/2/23 when had a left a voicemail at our CIP main office.  The same day, I reached out and connected with Becky and heard her concerns.  At the time, she owed $*******.  This amount was owed due to our lease policy for breaking our lease agreement. (see the attachments that was signed by her and roommate)   She notified *** ****** ** ********** ***** that she was not going to move it on 12/2/22; The Property Manager Abby ******* discussed options per our lease agreement on the proper steps to ensure she understood what was going to be charged.  We charge a re-rental fee of one month rent $******* minus the security deposit of $****** as noted on the documentation that was signed by both occupants.  We did not make her responsible until it was re-rented, we compiled with the legal lease agreement.  I reviewed all this information with Becky over the phone and answered all of her questions.  
  
  On 6/3/23 Becky posted several social media posts.  At this point myself and Dora ***** my Sr. Regional Manager reached out to Becky on a conference call.  We listened and discussed her concerns about the total that her and her roommate are responsible per/the lease agreement and the application.  Therefore, during our conversation, we explained to Becky that the balance she owe is not just her responsibility, however, her roommate as well.  Becky informed us that she has no contact with her roommate and she is currently going through some medical procedure so she is experiencing some hardship in paying the balance off.   That this time, *** approve to split the balance for Becky’s portion of $*** to be paid, and to set up a payment arrangement that would work for her based on financial status.  We/CIP/*** also agreed to allow her to apply for another CIP property since she needed to find a place right away.  Knowing we all agreed to this, we were moving forward with the payment arrangements and would allow her to move in, if she applied.  We asked her since we eased her concerns, if she would be so kind to remove the social media posts.  She agreed.  Becky removed all posts and said she contact the BBB to close this complaint out.  
  
  Dora and I followed up with Becky on 6/6/23, thanking her for removing the posts.  Dora recapped what we agreed on and wished Becky well.  Becky responded that she was currently working on closing out the BBB claim since all matter were resolved and that CIP is currently working with.   In closing, this matter should have been closed from Becky so not sure why this was even processed based on our conversation and reviewing the legal supporting documentation that Becky signed.
  
  Attached are: the communication emails, Becky's application and lease agreement. 
  
  Gina ***** 
  Sr. Community Business Manager  
  *****************   
  ***** ***** ******* * ***** ******** | r************************   
  Professionally managed by CIP Communities?| rentcip.com   
  

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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 started to have issues the middle of September, 2022. I am not sure title or last name but Anne is who we have been dealing with at ******************* and she has not only lied to us but we are unable to talk to her manager Dora that we have called (3) times and left messages for each time. On October 12th, I finally after the 3rd message stopped at the CIP office and asked to speak to her. I was told that she was not in the office. I asked to receive a call back by the end of the day as this has been ongoing since Sept. I was told that a call back could not be guaranteed and that Dora's schedule is not known.
  We paid rent online at the beginning of the month. On Sept 16th, we received a text asking when an additional payment would be made. When it was questioned I was told we are now month to month (which we already knew) but that the change might not hit the 1st. I asked who was responsible for making the change online to reflect the correct amount. Anne, stated that she is responsible for making the updates. The update was clearly not made.
  I called the CIP office this same day and left a message for Dora. Anne told me that she is Dora's "Senior Manager." After continuing to get condescending texts from Dora, I asked her for her manager's name and phone number on Oct 5th. To my surprise she replied that Dora is her manager.
  At this point, I am not sure who is the actual manager, Dora or Anne. CIP is wanting to charge us through 11/2 when we gave notice for Oct 20th. We are wanting to speak to a manager and get some resolution.
  I have never dealt with a business that whether it is via phone, text or stopping into the office, I am unable to speak to anyone in regards to the issues we are having.
  Today, on Oct 13th, I received another text from Anne stating that Dora has a full schedule today but would like to set up a conference call with us. Anne seems to think that no one else is busy or works thoughout the day.
  

  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/10/17) */
  On September 1st Sabrina and Jason went month to month which their rent did increase $***, since we did not hear from them about a decision this amount was posted to their ledger on 9/9/22. We gave them a 60 day notice of the change in rent for going month to month on 7/8/22 starting 9/1/22. We did reach out again letting them know about the rent change and if they would be able to make a payment for the $*** and the $*** that was paid short totaling $*** on 9/3.
  On 9/16 Anne tried to set up a meeting with Sabrina but was told Sabrina works M-F 8-5 and only after 6 pm would work for her, to which she was told our offices close at 6 p.m. On 9/21 Anne reached out via text to see if set up a time for a meeting as Dora did get her call and would like to discuss her needs and there was no response by either Sabrina or Jason.
  On 10/3 their notice to vacate was signed and dates of move out given. We require a 30 day notice and since we did not have anything in writing their notice goes through 11/3. Jason and Sabrina were upset by this since they had been speaking to us about moving, but we did not have anything signed. Anne communicated to them that we have to have notices in writing per the lease and on the renewal letter that was sent 60 days ago. Their move out date is the 20th, which they were told if we get it rented for sooner than the 3rd of November they would receive a credit back on their final bill. We did get it rented and once the new residents sign their lease they will be only required to pay through the 26th and be credited back the 4 days of rent.
  On 10/5 Sabrina texted and wanted Anne's bosses' number which Anne gave her Dora's office number and let her know she was out of the office that day, but that she could leave a message. On 10/12 the office had reached out regarding non-payment of October rent and did not want to have to file after the 7-day demand letter was ending.
  On 10/13 Sabrina came to our main office and demanded to speak to Dora. Dora was out of the office. Anne reached out to Sabrina and Jason to set up a call with Dora on 10/14 between a couple periods of time Dora would be out of meetings. They did not respond. Dora called at around 3 p.m. on 10/14 and left a message for Sabrina and also called Jason and had to leave a message.
  At this time October rent has been paid for the apartment, we are still showing $*** owed for 2 dethatched garages. They will move out 10/20 and the credit for the end of October will be given at that time towards their final bill. Any monies that are left will be mailed to their forwarding address that was given.