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:03/30/2023

  Type:Customer Service 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 paid a total of $1,075 to Fillmore property group on the 17th of March. $775 was for my security deposit, $300 was “accidentally” overcharged on my account. Moving into this place has been chaos since day 1. I have been lied to, humiliated and disgusted. Due to the non-cleaning of the apartment, carpet having mold, the bathroom exhaust fan and AC window unit I feel this is not a safe environment for my one year old son. When these issues were addressed, there was no resolution. Just an “I’m sorry” and a complete denial of me addressing the issue. I would like a total refund of my money and to terminate my lease effective immediately.

• Initial Complaint

  Date:03/08/2023

  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.

  On my move-in day, there were still painters in my apartment. I was told that I would need it to leave and come back in a few hours. I didn’t have anywhere else to go. I did not know how to use their payment portal. The verification process, is “3 to 5 business days” maybe longer to deposit a small amount to verify your account. My process did not go through several times, and I was told to give it more time. It then said payments would be processed in about two days but I wouldn’t see them process, so I would reach out to the company. I attempted to set up auto pay. For almost 3 weeks I did not see withdraw from my account. I informed the leasing office and asked that I be updated in case they have any issues because. During that time the company published a newsletter stating that “issues with the system had been resolved”. I receive a kick back from the payment portal for insufficient funds and was locked out of my account. I sent the then property manager numerous emails requesting assistance and got no response. I got a response, I was told that she was reaching out to corporate because she didn’t have the authority to unlock my account. I waited. Months later I received an email that she was no longer working for the company. The current property manager stated that she too had to wait for regional or corporate. Numerous emails were ignored. When I got a response, it was a quote of the company policy stating how she could not unlock my account. I then received a phone call from the company stating that if the leasing office knew about my issue early on then they could’ve done something but it’s too late now. They would only state this over the phone. they have incorrectly applied renters insurance fees to my account and refuse to remove them even though they have reversed the fees in the past for “tech issues” and stating that I must pay regardless of the fact that I held coverage. The pool they advertise has never been opened & trash is ALWAYS overflowing

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service 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.

  We moved in tree view apartments less than a month ago I believe it was December 15 and since December 24th we haven’t had water or heat they keep saying it’s a city problem but I know it’s not the city‘s problem the pipes has burst and they still haven’t fixed it me and my kids have been having to get hotels just to bathe and eat and use the bathroom also the ceiling has a bad water leak so therefore there is mold we have complained several times and they keep giving us the runaround no one is doing anything about any of our issues and quite frankly I’m sick of it so this is why I’m reaching out to you all. I really hope you guys can help us out. Sincerely *** *****

• Initial Complaint

  Date:12/07/2022

  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 have requested repairs to the stairway lighting leading to my unit. The light has been out for 3 months , Regional manager and maintenance has been aware . Several of my maintenance request for repairs have been closed without any repairs or replacements. Call the property leasing office and agent keeps saying property manager will call you and no one has returned my calls . I do not feel safe walking up dark stairway at night . Repairs for my bathroom are still pending 3 weeks after regional Mgr walked unit . No communication from leasing office at all not via email, notice on door nor phone call.

  Business Response

  Date: 12/20/2022

  Our onsite maintenance team has replaced the bulb several times. Most recently on 12/9/2022. The residents final stage of re-painting in his bathroom was scheduled for November 14, 2022 and the painting contractor advised resident refused service on that date due to his pet. 

  Our new Property Manager has walked and inspected the resident's unit for these repairs and some additional items noted. Those repairs have been scheduled and the resident has agreed to the service dates as outlined below:

  1) Bathroom repair and re-paint scheduled with contractor and resident for Wednesday December 27, 2022

  2) Pet damage in living room/dining area flooring is being repaired on Thursday December 22, 2022

   

  At this time the residents concerns have been addressed and he is satisfied. We will continue to monitor this.

  Customer Answer

  Date: 12/21/2022

  T[If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  
  

   1) I never refused service due to my pets . The contractor came into the unit and viewed the entire Bathroom and then told me i had to vacate for 3 days for them to RESURFACE The bathroom .I spoke with ******* the Regional manager at the time  and informed her that no notice was given to me about the contractor coming in on 11/14 nor that i had to vacate . She replied he was only suppose to be looking to provide an estimate for approval on the repairs . The contractor told me he would come Friday November 18th to do the repairs . I cleared everything out of the bathroom and took down my bathroom shelving , removed everything to leave the area bare and opened for the paint to be applied.  I was monitoring my unit via security Camera and No one entered my unit all weekend while i was gone . I have a witness that can attest to this as i spent the entire weekend at their residency so repairs could be completed . When i returned on Monday November 21, i called the leasing office and spoke to the temp agent and requested to speak with ******* to notify her that nothing is completed .  ******* never called me back nor emailed me any updates or notice of changes to service dates .

  
  

  2) I went into the office yesterday December 20th and spoke with the new Property Mgr and Asst. Property Mgr, both African American ladies.  We confirmed that maintenance would be coming to repair the vinyl flooring throughout the unit and that the pint was to be completed the same day . The Property manager tried to have it completed on Tuesday December 20th, but it would not work with my schedule. I the property manager The new permanent maintenance man and the temp maintenance member took pictures on December 16th and are the ones that told me they have to do it this week, so we scheduled December 22nd , Which works for me as I am traveling out of town Wednesday December 21 and Returning Friday morning December 23rd. She confirmed and said make sure that you have everything cleared out the living room, kitchen , bath and hallway so vinyl can be replaced . 

  
  

  3)   This is libel and a form of  Retaliation. How can the newly hired staff come in and say my pets cause damage, when they never been to my unit and we met on December. 30th for the 1st time . the damage to the flooring is not from my Pets. That was even confirmed with the previous regional manager, ******* when she physically toured my unit . She saw the air pockets throughout and said yeah that means the glue underneath is lifting and trapping air causing air pockets . I tried explaining to the new property manager and she informed me she does not care about what was in the past , she cannot speak on it . My dogs have not damaged the floor or walls . I have been requesting the floors to be repaired since august 2021. This property has not had steady management since it was acquired from CF residential .  There has many so many Temp agents and property management that you cannot keep up with who is who . The residents are not provided any correspondence of new managers or anything . You are literally rolling the dice and hoping for the best .you have no way of connecting with anyone for resolution because the office is either locked and any messages left requesting a callback are never returned . At one point the agent that was there at the time accused me of squatting in my unit because they could not find my lease renewal . Luckily, I had a copy of the lease , then they accused me of not having dogs on my lease , again showed them a copy of my lease  with my pets listed . 

  
  

  
  

  4) I have called  the corporate office in Ohio and left multiple requests for callbacks after not receiving resolution with the Regional manager ******* . Not one call has been returned . I tried to avoid reaching this level of complaint, but was left no choice due to the handling of everything.  All of this is giving me anxiety and causing me a great deal of stress  and now I feel like hot myself and my pets are now targets by the leasing office .

  
  

  5) I am not looking to fight with the property management company or personnel on the premises . I am just simply requesting that they keep up their end of the contractual agreement .  I do not complain about the fact that we are paying for a pool and it has been closed  the entire time i have resided on the property, the gate call box is always malfunctioning even with the access card . I do not complain about the fact that Pest control has only been to my unit 2 times because i had to keep calling the office for pest control  due to the fact the orders were always closed out without service being completed .  

    

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

• Initial Complaint

  Date:11/02/2022

  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.

  Fillmore Property Group was no longer my property manager by September 1, 2022. They received a rental payment of $685 through the payment portal autopay. Because of this I received an eviction notice from the current property manager. I’ve now had to pay rent twice for the month of September as well as a $50 late fee. My current property managers have been in contact with Fillmore and I have called on numerous occasions over the past two months where we are told they will reach out to accounting to have a check mailed out. No proof provided or any sort of follow up. I just want my money back since of course no check has been received it’s painfully obvious they have no plans of sending.

  Business Response

  Date: 11/02/2022

  I research this and complaint and she did pay us for September rent.  We will refunding her a check for $685 and her $50 late fee.  We will Fed EX tomorrow, she should receive it by Monday.  Thank you for bringing this to our attention.  We sold the property and this didn't get put through.