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:07/14/2025

  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 am submitting this formal complaint regarding my rental experience at *************, managed by Crossroads Property Management. I signed a lease agreement and a smoke-free addendum for a townhouse at this property, yet I have been continually exposed to cigarette smoke seeping into my unit from a neighboring residence.Despite mutual efforts to address the issue, the smoke exposure persisted from January 2025 through June 30, 2025, severely impacting my health and forcing me and my children to stay with family multiple times. This disruption has affected our day-to-day lives and well-being. I am paying $1,995 per month in rent for a unit I cannot safely occupy the majority of the time.I submitted a request for $6,000 in rent compensation to reflect the period when my home was uninhabitable. Management declined the request. On July 14, 2025, I visited the unit and again encountered smoke odor. I spoke with a leasing office staff member named ****, who was unprofessional and stated that rent compensation was not an option. I was offered relocation to another unit, but due to a shoulder surgery 10 weeks ago, I am unable to move. An air purifier was provided, yet it does not eliminate the need to vacate the property regularly due to the smoke.This situation violates both the lease agreement and local habitability standards that guarantee a safe living environment. I am requesting the BBB's assistance in resolving this issue, including fair compensation and accountability from the management company.

  Business Response

  Date: 07/16/2025

  Hello *********, 

  We apologize for all the inconvenience you are experiencing with your current Management company; however, it is not us- Crossroads Management Realty Company. We do not manage a unit located at *************. We also do not have anyone in our office by the name of ****. We are located at ******************************************************** and often get mistaken for several other management companies, specifically CRPM and Remax/Crossroads. Please complain to the proper people. You aren't calling our office. 

• Initial Complaint

  Date:01/15/2024

  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 gave cross roads $900 to hold an house I applied and got approved for at the end of October 2023. They told me the house wasn’t ready that they would contact me when it was done and ready to move in. Nobody contacted me so, I called back the beginning of December and they said the house wasn’t done and I need to let them get in touch with maintenance to see when it would be ready they would call back. Nobody called again after 2days I called them back and they said ask when I would be ready to move I could move Friday which was in two days I told them I couldn’t move in two days but I could be ready the first of January and they proceeded to say that they couldn’t hold it that long. So I ask if I could come get my money they were holding and she said she needed to talk to her supervisor. She called back and said that since I was about recieve my section 8 voucher that I could bring it down soon as I received it and they could put it through and go from there so that’s what I did. I waited another week after they received my voucher called back to see progress and they said they were waiting for the landlord to sign it that they would contact him again that day and get back to me. I waited another 5 days called back and now they are saying that they went with another applicant and they wouldn’t be able to give me my money back because I backed out of the house which was untrue and plus I haven’t signed anything with them only thing I have is a receipt from cross roads for the $900 they were originally holding for me since October.

  Business Response

  Date: 01/30/2024

  We needed time to review this application. Our records show that ***** placed a security deposit on **** ****** on November 21, 2023. At that time, the unit was being renovated and was complete around December 7, 2023. We called her to setup a move in date and she indicated she could not move into the unit anymore. She then called back 12/18/23 and let us know she was still interested and had a section 8 voucher she would bring in the next day. During this conversation, the unit was still not rented. 

  ***** delivered her section 8 paperwork to our office, and we faxed the packet over to the owner for signature. There was some concern as to whether the unit would qualify for section 8 as this owner has never worked with AMHA in the past. 

  Since the owner was able to re-rent the unit, we feel the deposit should be refunded as well. We put a call into the owner and are working with him to get this released by Friday, February 2, 2024. ***** has not provided our office with a forwarding address. 

• Initial Complaint

  Date:11/13/2023

  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 was a tenant to the company for about 2 years & there were many various issues throughout my stay mainly regarding maintenance requests & false accusations but my concern regarding this complaint is my security deposit. My original deposit was $1145 & I paid an additional pet deposit of $150. I received the pet deposit back of $150 in a separate check but there was $455 deducted from the $1145, $85 for cleaning carpet fee which I expected because it is automatic & stated in the lease. Additionally, I did not patch the minor holes in the walls so there was $75 deducted for that which I also expected. Yet there was $45 deducted for not cleaning the stove when I had a professional cleaner come clean the entire townhome after I moved out & I watched her clean the stove. Furthermore, $250 fee deducted for a 2x2 inch piece of carpet that needed replaced. I pointed out this issue to ***** ****** (their VP) in my walk through because he did not even see it. He assured me they would take a square from the closet to fix this but I may be charged for a minor labor fee. It is a scam that they charged $250 for this & additionally a carpenter told me this is how they will repair the carpet instead of replacing it & I could do it myself if I desired to but I wanted it done properly so I was fine with being charged a "minor labor fee." The carpets were replaced before I moved in 2 years ago & after their carpet cleaning they will look new so charging $335 total for the carpet as if it is fully being replaced and cleaned is insane, & just a way for them to try to take additional money. I feel this should be partially refunded to me.

  Business Response

  Date: 11/13/2023

  In reviewing our pictures and move out charges, we have found all charges to be accurate. Please review the attached photos showing food and debris left in the stove. Regarding the carpet patch, this repair required the removal of carpet from an upstairs closet for the replacement piece. The flooring in the closet then also had to be replaced with a sheet vinyl. We are not revising the charges. If you any any additional questions you are welcome to contact our office at ************. Thank you.

  Customer Answer

  Date: 11/14/2023

   I am rejecting this response because: 

  The stove charge is understandable even though the self-cleaning setting was run on the oven & it was wiped out by the cleaner. I still believe there is inaccuracy with the charge to the repairs to the carpet because the repair did not total $250 especially if the charge is $12 per square yard as stated in the cleaning agreement which the replacement was not that large or nearly close to a square yard & even including replacing the vinyl that did not total $250. It's definitely an over charge just like the other fees listed. I would have completed the repair myself & not made them aware of the damage that was notice without me pointing it out otherwise & they are fully aware charging $250 for the repair is absurd.
  
  
  

  
  

• Initial Complaint

  Date:10/10/2022

  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.

  On September 22, 2022, I viewed an apartment at ****************************************************. I met with an agent through Crossroads Management Realty Company. At the ******* location the realtor stated there would be a $40.00 application fee per individual Or a deposit of $925.00 cash or money order only. My fiance and I were fully interested in renting this property and agreed to the deposit of $925.00 cash. The agent collect the cash and provided a receipt, then stated we should hear back from the company within 3-4 days. After a week I heard nothing and phoned the company, they informed me that my application was denied and would put in a request for a check for reimbursement. Upon receiving the check from Crossroads, I deposited it into my bank account. Later that day the bank phoned and said the check was not valid and will be put on hold. It has now been 8 days since depositing the check and crossroads has made no contact with my bank or myself. I feel this has been a reasonable amount of time for this issue to be resolved. I have a newborn baby at home and was informed that this would be 3-4 days I would either be in the apartment or be reimbursed my cash money, since that is what the agent informed me was the protocol. (Also never told I would be paying $40.00 per applicant and a deposit, I was told one or the other. It only made sense to pay the deposit since we were interested in the apartment)

  Business Response

  Date: 10/14/2022

  We spoke with ***** bank on Friday-October 7th- Our check #**** dated 9/28/22 -was made out to 3 people ***************************, ************************* & ***************************** and one of them tried to put it in his personal account remotely.  

  **************** banks with ***** bank, and they would not honor the check. For some reason ***** had frozen the account, but they had assured us this had nothing to do with us, it was on his end.   **************** called on Monday, October 10th, 2022, and we advised him that it has been our experience that all 3 people who applied for the apartment would need to go into the bank and straighten this out.  We informed him that if he could not work this out with his bank on Tuesday 10/11/22, that he could bring the original check back to our office with all 3 people and we would give them the cash, providing all 3 people were present.

  On Wednesday, ***** Bank confirmed with our office that all 3 people were at the bank and we verified our check so they could cash it.  

  It is my understanding that this has been handled, and had nothing to do with our office.  

• Initial Complaint

  Date:09/15/2022

  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.

  When I moved in there were roaches in the kitchen, bathroom, and bedrooms. Property management stated that there would be someone out to spray and that I would not see any insects once the treatment was sprayed. Someone came out to spray treatment and even after I continued to see roaches and called multiple times to have an exterminator out to take care of the issue because there seemed to be an infestation. I will have a new born in my home and that is a health hazard for myself and my family as well as there being no screens on the windows, no cover for the toilet seat in the bathroom, the water did not work for two weeks as well as the water being black when the so called issue was supposed to have been resolved. There is writing and trash on the outside of the house as well as on the siding, the ceiling has cracks and some areas also have severe water damage. I have called and asked for these problems to be resolved multiple times and they have laughed at me and been completely negligent. They took my money knowing that there is a roach infestation and did not let me know of that prior to me signing my lease. There are no handles on cabinets as well as "brand new" cabinets being dirty and cabinet in the bathroom is rusted out. They refuse to hire an exterminator and they do not return calls then proceeded to put a three day notice on my door for being a week late on my rent however has not even attempted to find or fix anything that is wrong with the apartment itself. I have threated to file a complaint with the city as well as put my rent into escrow and they continue to make a mockery of me as well as continue to be completely negligent.

  Business Response

  Date: 09/15/2022

  TNT Exterminating came out on Friday, September 9th.  They were the exterminating company who did the original exterminating for the entire building.

  We posted a 24-hour notice that they were coming in on the 9th, and since you were not there we sent our maintenance guys to let them in, so the entire building was sprayed again.

  As for the other issues, we have no problem handling anything you need, but you need to give us a time you are going to be home and show us what you are requesting, or give us permission to enter.  

  This morning our receptionist tried to talk with you and you just hung up screaming you are not paying rent. We gave you a credit when you moved in, and presently you owe $793.50.    Please do not do this, we need to schedule this, as we thought everything was complete. 

  Looking forward to hearing from you, and you can call weekdays between 9:00a.m. and 5:00p.m.

   

  Customer Answer

  Date: 09/16/2022

   I am rejecting this response because: This is untrue. I did not hang up saying I was not paying rent nor was I screaming when I hung up. Your receptionist laughs and thinks things are funny. Give you time? It's September 16th and nothing that I've been asking for since day one has been fixed, nobody has asked a day or time or if they have permission to enter to try and fix anything. Don't try to sound sweet and compliant now that I have went a step further you all thought it was funny and acted very nonchalant every time I've asked NICELY  which has been MULTIPLE TIMES. The city has already come out and seen the looks of the apartment from me getting custody of a new born and they have even stated that it is unacceptable. Furthermore, TNT is not an extermination company you guys have sent MAINTANENCE and since the 9th I've seen multiple roaches still. Every time I've called you guys have said "I will talk to maintenance." Please don't lie to make yourselves look good because by the reviews that are still presently on the BBB website seems that you guys have been negligent. Furthermore, I'm being harassed for rent for a place that I can't even be comfortable in nor move all my stuff in because it's infested with roaches and you guys refuse to hire anyone legit to fix the problem. If TNT is in fact a company don't you think someone else should be hired?? Because whatever has been used obviously DOES NOT WORK. 
  
  
  
  

  Business Response

  Date: 09/16/2022

  TNT Exterminating is currently in Macedonia Ohio and previously in Akron Ohio.  They have been in business since 1935, and they are the best

  they have an A+ Better Business Bureau Rating- ******* and *** just spoke with you TNT is coming back out

• Initial Complaint

  Date:08/17/2022

  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 rent a townhouse from Crossroads Management Realty, and I pay $850 a month on time. I’ve been a tenant for 3.5 years. Our air conditioning unit has recently stopped working, and we are being ignored by office staff when we inquire to fix it. Today, June 28th, when I called the office, the President of the company, screamed into the phone, “stop calling my office and harassing us.” That was my first and only time calling June 28th. I have been asking since June 23rd for someone to come fix the air conditioning as it is a breech of contract on their end to not keep up maintenance in order to ensure all appliances are running.

  Business Response

  Date: 08/19/2022

  This is not true, when our office spoke with the tenant, she said nobody had been out, but we had 2 technicians out on the 16th and 2 technicians out on the 27th - *** from ******* **** *********** was coming out on the 28th and we did not have a time, as he is a sub-contractor - we do not schedule him - he was in touch with her directly and she apparently she was going to her mother's -  We reminded her to answer her phone, but we could not give her a time -  We had been out twice. 

  She called on the 16th of June and 2 technicians were out that day - She called again on the 24th, and we again sent 2 technicians out on 6/27, and she had been shutting the air conditioner down during the day, and because of the heat it was not cooling she said -Our tech said the breaker was shut off -and he showed her that day and told her to leave the equipment run during the day -   If the temperature is in the 90 Degrees outside the air conditioner can only do so much. It was 75 degrees inside on the thermostat, 

   We sent ******* **** *********** out on the 28th, and he re-charged the system - tested and it cycled okay.  
  

  *** from ******* **** *********** will reach out one more time.  He has her number and he confirmed that on 6/28/22 - the equipment was working as designed.  I checked with ***, he has not heard from her and all was well on June 28th, 2022 -  Now she is making a complaint instead of calling our office again - so all of July and through August the equipment has been working.   

  Customer Answer

  Date: 08/26/2022

   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 management company is extremely rude and unprofessional, but after a week of calling the office, they did eventually send technicians out to fix the AC.