Complaints

This profile includes complaints for Maple Glen Apartments's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Maple Glen Apartments

  720 Ohio Pike Cincinnati, OH 45245

• 

  Maple Glen Apartments

  720 Ohio Pike Apartment A Cincinnati, OH 45245-2147

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:04/06/2024

  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.

  Maple glen apts has taken our security deposit saying it's non refundable when they are at the end of the yr when we backed out of a deal she broke wen she raised the price I told her numerous times we could not afford over 1200 she won't give me upper managements number she lied said they lived in another state she made her own paperwork up and scammed us I never put my initials anywhere on that paper and ***** didn't either she forged that I sent a copy to prove it

  Business Response

  Date: 04/06/2024

  Dear Team at BBB 
  No changes were ever made to any paper work. We possess the application. I am puzzled as to where this additional $400.00 even factors in. It is not indicated in our records. 
  While they have the right to change their decision about moving in,our office policy is when a prospect tenant comes to the office and we show them the unit first and if they like it, they come into the office and fill out an application. When we approve the application we also tell the prospector tenant the deposit is required to hold the unit. Once the deposit is paid, we dont market the apartment anymore. We take it off marketing. So we lose the rent for one month. 
  Therefore this deposit is applied for this months rent, and if the unit is rented we will refund the money. 
  Below I am attaching a copy of the application.  You will see at the top right hand corner a box on the application where Jason & ******* originally wanted the apartment for $1275.00 plus water for $40.00.Then they changed their mind and wanted a townhome which was a little more including the water. After discussing the cost with them, they decided to go back to the apartment. You will see that Jason did initial the top where these changes were made.I did not alter or change anything on this form.You will also see where I initialed for the changes they made from apartment to townhome back to the apartment where I then circled the rent amount with ******* initials.
  
  
  Thank you, 
  Maple Glen Managers
  Jannell & Jill 

  Business Response

  Date: 04/06/2024

  Dear Team at BBB 
  No changes were ever made to any paper work. We possess the application. I am puzzled as to where this additional $400.00 even factors in. It is not indicated in our records. 
  While they have the right to change their decision about moving in,our office policy is when a prospect tenant comes to the office and we show them the unit first and if they like it, they come into the office and fill out an application. When we approve the application we also tell the prospector tenant the deposit is required to hold the unit. Once the deposit is paid, we dont market the apartment anymore. We take it off marketing. So we lose the rent for one month. 
  Therefore this deposit is applied for this months rent, and if the unit is rented we will refund the money. 
  Below I am attaching a copy of the application.  You will see at the top right hand corner a box on the application where ***** & Lindsey originally wanted the apartment for $1275.00 plus water for $40.00.Then they changed their mind and wanted a townhome which was a little more including the water. After discussing the cost with them, they decided to go back to the apartment. You will see that ***** did initial the top where these changes were made.I did not alter or change anything on this form.You will also see where I initialed for the changes they made from apartment to townhome back to the apartment where I then circled the rent amount with *****'s initials.
  
  
  Thank you, 
  Maple Glen Managers
  ******* * **** 

  Business Response

  Date: 04/22/2024

  Nothing has been altered or changed on their application. This case was closed, you sent me an email stating it was closed. 
  Please  note on the second page that I've attached where it is highlighted that it reads, ONLY COMPLETE APPLICATION WILL BE PROCESSED. The office fills in the information on the lines before the application is submitted for approval.  A  security deposit (holder fee) should the applicant decides not to rent the premises is forfeited to the landlord. 

  We wish not to respond back to any more complaints as you have already stated this case was closed! 

  Maple Glen Apartment & Townhomes

  Managers, 

  Jannell & Jill 

   

   

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****
  

  Customer Answer

  Date: 05/01/2024

  We are going to court we have the papers to file charges against them

  Business Response

  Date: 05/11/2024

  I feel I have already addressed all these false accusations once before and by submitting proof. 
  Protocol for a tour is when a potential tenant comes in and fills out a form. We discuss what they are looking for. The amount ***  wanted I told them was not feasible on our end. Our lowest rent for an apartment is $1250.00 
  After moments of talking and hearing how unsatisfied ******* was at her place. I suggested she move in with her boyfriend as her income could help his chances of being approved.  Both parties said matter of factly that his income alone would be enough. 
  They originally wanted a townhome, so I wrote the rent amount at the top of the application page. Then they changed their mind and wanted to stick with the apartment. 
  You will see on the application form, I had to change the rent amount with their full acknowledgement because J did initial the section right next to mine on the upper right hand corner on the first page to the application. 
  Down below on the second page of the application, I filled in the general information before being submitted. (Highlighted in yellow)  We don't fill this section out until we have all the information we need to start the background check. It's for our records. Nothing shadey was done in that section. 
  Nothing was altered, changed or switched without their approval. I was honest with them from the very beginning. 
  *** was begging me to help them, as they both hated their places where they were living at now and eventually wanted to move in together.  I told them I would do my best and that I needed proof of all income. I asked them if they could put a deposit down ( holders fee) if they were approved to hold the unit. 
  *** said that she could, that *** makes good money. 
  So I went ahead and had a full background done on both *** & ***  and they were approved. 
  I texted them and told them that they were approved and I asked them if they could bring in a holder's fee ( security deposit)  to hold the unit until they can move in. 
  *** rushed over after work and paid her deposit. 
  Because they both had bad credit- our upper management was willing to work with their credit. This is the part where I feel *** got confused and I tried to explain to her several times on paper that a double deposit will be needed the following month after they move in with a six months payment plan. 
  Again *** agreed and said that they will go ahead and pay the full amount when they move in plus the move in cost. I still think *** was ignorant to what I was trying to explain to her. 
  You will see two figures on the bottom of the second page where I broke the amount down  that they would need to move in and another amount if they were going to pay the double deposit when they move in along with the move in cost. 
  Once again *** agreed. The day comes when they are supposed to move in on  April 1st and I texted *** & *** the total amount they would need to move in. 
  It was the first month's rent only. 
  *** Started raising a fit that I lied to her, and changed the rent on her. As you can clearly see in her descriptions of what she is accusing me of. 
  On our application form, where I had highlighted the portion on the bottom portion of the application clearly states- no refund of the deposit if they back out. 
  We agreed to refund the money back if we rent the unit out before the month is up.  Truth is,*** has hindered me from accomplishing that  because of all the bad publicity *** has been posting on my platform where I am advertising our complex by  calling me a liar, thief and other unclean names that I won't mention here. 
  NONE of their lies is true. I will further explain myself here. 
   I followed our office policies. I quoted the rent, and I asked for a deposit.  Now we are being threatened to be taken to court for stealing their deposit.  *** & *** have sent the uppermagerment threatening texts and  even phone calls to threaten me. They sent the cops out to our office claiming I lied about  knowing the upper magers name. No I didn't lie about that...  All *** did was find one of our maintenance personnel's husband's past information claiming he was the owner. Now they are putting horrible views about me, our complex on our website and any leads I try to make. 
  I thought this case was already closed, I had already submitted proof and the evidence that *** & *** knew the exact amount I quoted and nothing was ever changed. 
  I did nothing wrong and I want this harassment to stop! 
  ~Jannell 

  Business Response

  Date: 05/14/2024

  Please read the portion that I have highlighted in the paragraph right before *** & *** signed. It clearly states  "Should the applicant decide not to rent the premises the holding fee (security deposit) will be forfeited to the Landlord. 

  Business Response

  Date: 05/14/2024

  Please read the portion that I have highlighted in the paragraph right before (J) & (L) signed. It clearly states  "Should the applicant decide not to rent the premises the holding fee (security deposit) will be forfeited to the Landlord. 

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****

  these are from other ppl that has dealt with her we’ve decided to file charges and are taking her to court along with many witnesses that has dealt with her she didn’t have that paper in there the day we signed it and I have pics of it to prove it and if it was non refundable why did she say twice she’d give it back she asked us to put it the deposit down never stating we couldn’t get it back we told her our budget come time to move in she upped it to over 1300 a month she’s a liar and scammer 

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****

  these are from other ppl that has dealt with her we’ve decided to file charges and are taking her to court along with many witnesses that has dealt with her she didn’t have that paper in there the day we signed it and I have pics of it to prove it and if it was non refundable why did she say twice she’d give it back she asked us to put it the deposit down never stating we couldn’t get it back we told her our budget come time to move in she upped it to over 1300 a month she’s a liar and scammer 

• Initial Complaint

  Date:04/03/2024

  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.

  We gave this woman 1275 for a security deposit and we decided to back out of it after she upped the rent and she stole our security deposit and so we cannot have it back

  Business Response

  Date: 04/05/2024

  Dear Team at BBB:

  Upon ***** and ******* completing a tour of an apartment, they stated they wanted to move in immediately.While ******* was filling out the rental application, we discussed the rent amount. Their move in date was finalized for 04/01/2024. Once they left the office, our team began immediately preparing the unit. Our lease manager began collecting all necessary paperwork from them and got them approved. ******* returned to submit the security deposit for the apartment. As per our office policy, we take a security deposit from potential tenants to hold the unit, allowing us to cease marketing efforts for that particular unit. On April 1st, the leasing manager contacted ***** to confirm move in date and he promptly stated that it would be that evening. Shortly before their move in time, the leasing manager texted ******* the required amount due for the day, which matched the agreement she had initialed. However, ******* then requested a refund of her deposit due to her claim that a different amount was quoted to her. Later, she recanted that they did not have the money to pay. Their misleading intentions caused us to lose April's rent. Due to our policy of not refunding security deposits due to cancellations, we have decided to return their deposit back if we are able to rent out the unit within the month.

  Business Response

  Date: 04/11/2024

  Good afternoon BBB 

  I have attached the second page of ***** and *******'s application and highlighted a portion that clearly backs up our office policy. Should the applicant decide not to rent the premises the holding fee will be forfeited to the Landlord.  As you can clearly see  ***** & ******* did sign the application below. 

  Maple Glen Managers, 

  ******* * **** 

   

   

  
  

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:
  She did not show us this paper when we signed that that is not the same paper she didn't have those numbers put in there and she never said anything about a holding fee. We did not give her $1300 that day. She actually called us and said do you want to put down asecurity deposit for the apartment that holds the apartment for you. She never said it was nonrefundable. She did not have that put on there when we sign that paper at all. That was none of that was put on there. She never made us aware that was happening we were she called us to give her the money before at least was even signed. 
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  
  ******* *****
  

• Initial Complaint

  Date:06/19/2023

  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 moved into a unit on May 6 and over the next few days, my apartment became infested with cockroaches. I didn’t address the issue right away as at first, I honestly didn’t know it was a roach at first because I hadn’t seen any in person since I was a little girl. Over the next few days, my son and I started seeing them in the bathroom. I’d seen about 5 of them before I finally addressed it to both the Manager and Maintenance Manager. In so many words I was told they came with us in our boxes and they like to live in boxes and because I still had boxes that I hadn’t unpacked because I didn’t need the furniture, that was it. I was told nobody ever mentioned roaches before that lived in that unit. It was a Saturday and I was asked if I wanted to buy some Raid in meantime until my unit could be sprayed on Monday. I didn’t buy any Raid and Monday came and went and still no spray! It was about a good two weeks of me enduring more and more of them throughout every room of my unit (small baby ones included) before my apartment was sprayed! A few days later I learned it was the unit next door to me that was infested with them! Also, the unit above them has them, too. That tenant ended up staying at a hotel and asked to move to a Townhouse because of the situation.
  
  I love this complex and area for my son but I was stressed, paranoid and not sleeping because of this situation. I feel like they’re biting us in our sleep as well. I think if this situation was seriously looked into when I first brought it to Management’s attention, it wouldn’t have gotten out of hand like it has.
  
  I was told the tenants in that unit received an Eviction notice and needed to move out on June 15th. I was later informed they were told they can stay until June 28th because they paid their rent. But in the lease there is a clause that states a tenant can be evicted without a cause. This is GREATLY a cause because it affects people health and livelihood!!

  Business Response

  Date: 06/27/2023

  
  
  Maple Glen Apartments and Townhomes 
  
  720 Ohio Pike 
  
  Cincinnati, Ohio 45245 
  
  ###-###-####
  
   
  
  
  June 26, 2023
  
  
  BBB 
  
  1.4th, Suite 600 
  
  Cincinnati, Ohio 45202
  
  
  
  
  To whom it may concern, 
  
  
  This is a  totally remodeled apartment and prior tenants never experienced  any roach issues.
  
  ***** ***** rented this unit May 1st, 2023 
  
  When she moved in, there was no report of any roaches. Later when she reported she had seen roaches, the unit was sprayed immediately. Management  pointed out to her that all opened containers of food  needed to be closed and put away, all dishes in the sink needed to be cleaned and all empty moving boxes removed from the apartment. 
  
  The next step taken was to get our professional exterminator in immediately and spray her unit thoroughly.
  
  The exterminator pointed out to ***** ***** that the bugs in her unit must have come in with the boxes she brought in. The exterminator reinitiated to ***** *****  that no open  food should be  left open, no dirty dishes left in the sink and that all  empty moving boxes needed to be removed from the apartment. 
  
  We feel we have made every effort to address the issue with ***** *****.
  
  She has failed to comply.  We are going to reschedule the exterminator back in to spray the first week of July.  

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

  I’ve tried multiple times attaching documents of various conversations I’ve had with Janelle regarding this progression of my issue. I’ve cropped and made the images smaller but they still won’t upload! Is there a way I can email these documents for my case? It was Saturday, May 20th, when I first addressed her and the Building Owner and Janelle didn’t spray my unit until TWO WEEKS afterwards! Which was on Monday, June 4th. She told me they’d be spraying my unit EVERY Monday for the month of June. The Professional then came that next Monday and sprayed and those were the only times. Also, he did NOT tell me that I brought them with me when I moved into the place. 

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

  
  

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  We returned back to our unit on Thursday, July 13th. Within on hour’s time, I killed about 6-8 roaches! They were in both bathrooms, in the kitchen and the living area. I sent pictures and videos to Janelle every time! She keeps telling me she’s going to rid the building of these pests but it’s over two months and they’re still there! Again - I am not the only who has them! My across from has them as well. She has big ones and is continuously getting baby ones! So once again, my son and I are not able to live there and they won’t give us back our money or deposit! This is not right as they will only give us back six month’s worth of rent where I paid up til next year and have only moved in back in May! My son and I have a paid for a home we cannot even reside in and they won’t give us our money and deposit back for us to move some place we can! 

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

  Business Response

  Date: 07/14/2023

  I was sent a text by ***** while on my lunch break on July 13th, 2023. 

  After I saw ******* text message, I replied back that I would come over and spray her unit again. Once again I did not see a single roach.

  We have offered her to move out and compensate her. 

   

  Customer Answer

  Date: 07/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Janelle failed to mention that I sent her multiple photos and videos when I was seeing the roaches! I sent her text messages back-to-back within an hour’s time of roaches crawling throughout various areas of my unit. The compensation I was offered is robbery as they offered me six month’s worth where it should be 9 or 10 month’s, PLUS my deposit! They only offered me six month’s and I just moved in on May! They’re keeping my money and my son and I can’t move elsewhere without it!

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

  Business Response

  Date: 07/17/2023

  To your response

       She doesn't have roaches, it was verified by the exterminator and by the ********  County Health Inspector. Obviously she wants to be out of the lease. We've offered 6 months rent she has been here for 3 months total. We are willing to let her out of the lease if she takes the offer.  We've done everything possible to please her. We've extended every effort to please ***** *****. 

  Thank you very much, 

  ******** 

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The ******** County Health Inspector was back out there and she did see roaches! She opened a new complaint and filed a notice of violation! I do want out of my lease because this issues has been going on since May and has continued to get worse and worse with no end in sight. Every time I talk to *******, she’s telling me what the new “source” is. First, she told me it was the people living next to me as the source of the roaches. Then, they moved out and I still continued having them in my unit in every area of it! She then told me it wasn’t them but it was their dishwater because it was backed up with water and that was the cause. Just last week, she told me it was the heating vent that the roaches are hiding in. ******* is guessing and isn’t seriously trying to get to the ROOT cause of them and have those issues fixed. I saw two roaches in that same empty unit that was cleaned out, the same one she kept going on and on that they didn’t have any since they cleaned it.

  Being offered only six month’s of rent when I’ve only been there for 3 months (technically only 1 full month as my son and I have been driving back-and-forth to stay with family in Indiana because of the infestation) is robbery! They’re willing to keep my money because they’re more concerned about how long it’ll be before they can rent it out again while my son and I haven’t even be able to enjoy living in it for the last three months. Yes, I want out of my lease but I’m due for at least 9 month’s worth of rent! All that I’ve have to endure regarding this ongoing, while I’ve been lied on and to since I reported this issue is wrong! You don’t treat a mother and her son like this!

   

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