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:01/22/2025

  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.

  I am writing to formally file a complaint against My Place Group regarding my experience as a tenant at their ** **** property. My concerns stem from unacceptable living conditions during my tenancy and unjustified charges upon the return of my security deposit.
  
  1. Power Outage and Lack of Resolution:
  During my time at ** ****, the building experienced a power outage that lasted four days. My Place Group failed to provide alternative housing or any meaningful support during this time. Additionally, the emergency lighting in the building ceased functioning, creating a hazardous environment. Due to the prolonged outage, all the food in my refrigerator and freezer spoiled, and my rental insurance did not cover the loss.
  
  2. Security Deposit Dispute:
  I moved out of my apartment in November and received no communication from My Place Group regarding my security deposit for over six weeks. When I finally received the deposit, it was significantly reduced. The deductions included:
  
  $20 to clean a stove I never used.
  $40 for cleaning cabinets that I had thoroughly cleaned before moving out.
  $350 for repainting four spots where I had hung items on the walls.
  These charges are excessive, unreasonable, and not reflective of the actual condition of the apartment when I moved out.
  
  3. Lack of Communication:
  Throughout these incidents, My Place Group demonstrated a lack of transparency and poor communication. Despite multiple attempts to reach out for clarification, I did not receive satisfactory responses.
  
  Resolution Requested:
  I request a full explanation of the charges to my security deposit and a refund for any unjustified deductions. I also urge the BBB to investigate My Place Group’s practices regarding tenant communication and support during emergencies.
  
  Please feel free to contact me at ************ or ******************* for further information or documentation.
  
  Sincerely,
  ***** *****

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease September 17, 2024 without seeing the apartment based off of photos and a layout sent to me through text. When starting my lease and receiving the keys for the apartment, there were multiple inconsistencies:
  Was told no carpet, there was carpet in the bedroom
  Was told a studio with no bedroom wall, received a unit with a bedroom wall
  Was told the patio door was in the living room, it is in my bedroom
  Layout says two closets, there is only one
  Management initally said I would have a parking spot, later found that there were none available
  I signed a lease for an apartment I did not receive. Due to a bedroom wall I did not know existed and an additional door going into my bedroom, multiple pieces of my furniture did not fit and had to be sold in a short time span. I have made multiple attempts to contact the Manager Matthew ********, filed a complaint on their resident portal, and contacted their main number to speak about this. No one in management has reached out to me. I initally filed the complaint November 13th. I am looking for resolution, accountability, and some sort of financial assistance due to the extra money spent buying new furniture to fit this space. I would love your assistance in this matter as I just want a clean resolution. The video I sent is the actual apartment I received. The photos are of what was sent to me before seeing the unit. Once again I did not see the apartment until my lease began.

• Initial Complaint

  Date:11/15/2023

  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.

  Hole in wall for 4 months that was left unfixed after several attempts to contact anyone that worked in the building. Under Ohio law, landlords have 30 days to make repairs. This time frame was not met and I have written evidence from the prior leasing agent.
  
  Property manager Christopher ***** was selling and using illegal substances on the property - currently being investigated by ********* **.
  
  Charged utilities not metered by unit as stated in our lease. Management CAN change the rules and lease (4.11), but must provide residents with a written notification 30 days prior (Unit Rules and Regulations/General/1). That did not happen.
  
  We were paying full amenity fees and full rent while several amenities were not available for use (pool, rooftop deck) or were not finished (locker room).
  
  If my dog pees anywhere not in the dog park you’re threatening to end my lease with a 3 day notice. My dog has never relieved himself inside of the building, unlike other tenants. This has not been threatened to any other tenant even though almost no one uses the dog park, made clear by my several complaints noted about this issue.
  
  Accusations that my apartment is “unsanitary” because the maintenance guy was kneeling by my cat’s litter box to fix my washer and smelled cat pee.
  
  Accusations that I was misusing property because I washed my comforter in the washing machine and it broke. “Improperly using the washing machine and potentially damaging it by overfilling the machine” - the only thing that was in it when it broke was my comforter.
  
  Accusations that my ESA documents are invalid because my provider did not list the breed of my animals (they are listed in the registration documentation that you were provided). It has also been brought to my attention that this has not been a requirement (a provider letter) for other tenants in the building, and it is clearly a retaliation attempt.

• Initial Complaint

  Date:09/01/2023

  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.

  Over the course of 15 months while living in the Mariner's Watch apartments that My Place Group owns and manages we have experienced significant problems that have affected us. The most direct of which was the AC and Heating not working for less than half of the time we have been paying to live here. This issue is well documented in their Google reviews, and only recently was the situation remedied.
  
  Management ignored continuous complaints from tenants to correct the problem and has refused to offer any sort of suitable rent credits for providing units that do not have the guaranteed amenities. A premium is paid to live here, and yet, the experience does not match the price. Alongside these issues are also deceptive business practices such as not showing records of maintenance requests in the tenant portal, being delayed in replying to urgent requests, and generally poor customer service. You're lucky if you happen to find someone in the office most days, and any issues raised with others are usually ignored.
  
  I want to file this complaint to call attention to the disservice this organization does to its tenants who consistently pay on-time and want nothing more than the apartment that was advertised and leased.

• Initial Complaint

  Date:01/25/2023

  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.

  I was not made aware upon touring and officially signing my lease with The Hiatus apartments that I would be living amongst construction for 3+ months, essentially in an unfinished apartment complex. They have been charging me amenity fees every months while none of the amenities have been available to residents. My apartment had damage before moving in, and I was the first person to live there. The apartment has already begun to deteriorate and it is highly disappointing as the company describes these as "luxury apartments" however the unit is anything but. The apartment should have never been able to let residents live in apartments that were "thrown together" just to be able to house tenants. I am needing to break my lease as I have lived with these issues for several months, and do not wish to pay another dime to this company. They do not respond via phone, email, or text to any inquiries or complaints from me as one of their residents, and I feel I was lied to and sold false promises from this company just so they could try to fill space in an apartment they knew would have issues from the start. I am seeking my security deposit to be refunded, along with every months amenity fee charge that they claim was voided but never was refunded or taken off my monthly statements.