Complaints

This profile includes complaints for Oakwood Management Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oakwood Management Company

  6950 Americana Pkwy Ste A Reynoldsburg, OH 43068-4127

  
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  Oakwood Management Company

  2677 Collinford Dr Dublin, OH 43016-8992

  
• 

  Oakwood Management Company

  2960 Abbot's Cove Blvd. Columbus, OH 43204

  
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  Oakwood Management Company

  5621 Warner Park Drive Westerville, OH 43081

  
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  Oakwood Management Company

  3691 Albany Chase Columbus, OH 43230

  

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:06/18/2025

  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 paid an administration of $150 and $50 application fee to apply for an apartment when it was never disclosed to me that the apartment was a handicap accessible unit. These modification had pipes exposed, lower countertops, and lots of bars in the shower. Had it been disclosed up front that it was the ONLY apartment available in my time frame I would have never applied for the apartment in the first place. I reached out to Oakwood and did not get a response to 2 emails. Finally I made a phone *** and got someones name and direct email address and explained the situation. Once he responded he still refused to give a refund of the admin fee of $150. This place makes no sense. Had important info like this been disclosed up front I would have continued my search for another apartment. Instead I am out $205 for an apartment that I would have never agreed to live in.

  

  Business Response

  Date: 06/24/2025

  Dear Mr. ************* have researched your dispute. It is unfortunate that due to Fair Housing laws we are unable to mark a unit as *** on the website. It is our team who understands they have to communicate this, as we understand not all would be interested. In speaking with the team at this property, they are confident they informed you of the apartment style and offered for you to wait until another apartment style came available. We believe your wife was the one applying and chose this only available unit.

  We then did have another unit come available, they offered it to you and at that time you asked for your money back. Due to the App and Admin fee disclose on all application paperwork they are non-refundable, the fact we informed you of the unit style, and then did offer you another unit does not permit a refund of the $150.

  Thank you

  Oakwood Management Company

• Initial Complaint

  Date:05/23/2025

  Type:Billing 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.

  Unfair Billing and Payment Rejection Practices via ******************************** I am a tenant in a property managed by Oakwood Management Company. Oakwood uses a billing division called ******************************** to collect payments for utilities. In May 2025, I submitted full payment of $268 through **************** BillPay system. The payment was issued as a corporate check from ****************, not a personal check.Despite confirming with my bank that the check is secure and not personal, Buckeye (acting on Oakwoods behalf) rejected it, citing an inflexible policy requiring cashiers checks or money orders only. This policy was triggered by a prior returned payment that led to a $45 fee, which I believe is excessive and predatory.Buckeye is a billing division of Oakwood, not the utility provider, yet they impose harsh conditions that ignore legitimate payment methods widely accepted by most businesses. Their refusal to process a verified corporate check resulted in additional delays, and the threat of further late feeseven though I made every reasonable effort to pay on time.I am holding Oakwood accountable for ******** conduct. As the parent company, Oakwood sets these policies and permits rigid, punitive enforcement that unfairly burdens tenants. I request that Oakwood:Accept legitimate ******* corporate checks from verified institutions Permanently waive the $45 returned payment fee Revise their policies to reflect standard and reasonable billing practices Tenants deserve fairnessnot excessive penalties or rejected payments made in good faith.

  

  Business Response

  Date: 05/27/2025

  Hello Mr. ************** have reviewed your complaint. In looking at the check that was sent, it does appear as a personal check, since your name an address are in the left corner. Normally a Certified check states that on the check, as does a money order.

  This looks like a personal check. If it is easier on you, to please resend the check to us, and we will accept it this time. We don't' purposely want to make anything harder, we just have policies that our teams have to follow.

   

  Thank you.

  **** ********

  VP of Operations- Oakwood Management Company

  Customer Answer

  Date: 06/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23372356
  
  I am rejecting this response because: 
  

   

  Thank you for the response.

  
  
  I appreciate the willingness to accept the payment this time, but I respectfully disagree with the characterization of the check as a personal check. The payment was issued through *************** BillPay and drawn from **************** a process designed to issue non-personal, bank-generated checks. I have since received a formal letter from *************** confirming this.
  
  
  The confusion appears to stem from judging the check based on my name appearing on it, despite clear indicators that it was issued by the bank, including the printed message, routing through ****************, and absence of a signature line. This was not a personal check.
  
  
  If the current policy is to reject secure BillPay checks due to visual misclassification, I urge your team to revisit its criteria or risk imposing unreasonable burdens on responsible tenants.
  
  
  I will be resending payment using the same method through BillPay, and I anticipate full cooperation from Oakwood and Buckeye Utility in accepting this form of lawful tender, now and in the future. 
  
  
  I also request that Oakwood and Buckeye Utility clarify and revise their internal guidelines to prevent the rejection of secure funds based purely on superficial appearances. This situation needlessly placed my housing status at risk and could impact other tenants who rely on similar services. Other tenants may not have the time, resources, or persistence to resolve such confusion, and such rejections could lead to unnecessary hardship or housing risk.
  
  
  I am willing to mark this complaint as resolved once I receive confirmation that this clarification is being reviewed and incorporated into training or policy. I seek no compensation only a responsible response that acknowledges the error and commits to correcting it moving forward.

  
  Regards,
  
  **** *****

  

  Business Response

  Date: 06/02/2025

  Hi ****,

  I appreciate your input on our policies and procedures. I can tell you that we rarely run into this situation and most of these we do receive an actual "certified check" or Money order. I will bring this up at our next executive meeting to discuss if verbiage needs changed on the notice.

   

  Thank you!

   

• Initial Complaint

  Date:05/13/2025

  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.

  My wife (******** *********) and I (****** ********) have rented an apartment at ******** Lofts for 4 years, which is managed by Oakwood Management Company. Our current lease terminates on May 21st. We were told that this current month's rent would be prorated. Oakwood Management Company uses an online portal called RentCafe to facilitate rent payments. We have ours set to an autopay to ensure on-time payments (as we have not missed a single payment in our 4 years here). The RentCafe portal erroneously took out the full payment when it should have been the prorated amount. The difference (the $520.64 we are seeking) should have been reimbursed to us immediately. Instead, the property manager (****** *******) and the regional manager (****** *******) claim that we are at fault because we did not enter an "end date" in the RentCafe portal. While this is not the point and seems entirely irrelevant to the ethics and legality of reimbursing us of our money immediately, it should be noted that we had an end date of June 1st in RentCafe portal. Our understanding was that the prorated amount would have been taken out and we would simply delete our banking information from the portal after the final amount was taken ******* the management refuses to reimburse us the $520.64 until after we move out on 5/21. They said that they would use the $520.64 to cover move-out damages and pay our final utilities bill, which we did not provide verbal or written consent for them to do (we are agreeable to paying the final utilities bill on our own). When we moved in 4 years ago, there was no requirement for a security deposit; however, the management is using the overpaid $520.64 as a pseudo security deposit and refuses to pay us back immediately. We tried to contact the property manager and the regional manger (****** and ******* respectively) to resolve this issue, but they have been far from reasonable. We are seeking an immediate check in this amount ASAP (before we move out)

  

  Business Response

  Date: 05/13/2025

  Hello ************ I'm the Vice President of Operations for Oakwood Management Company. I have reviewed your complaint, researched what transpired as well as have all the emails, and number of phone calls, that the Property Manager- ****** *******, and Regional Manager- ****** *******, were most available and responsive to your complaint.

  I have also attached our "courtesy" form where we acknowledge your ***. In which it states that the resident is responsible for ending their rental portal auto deduct and pay the move out pro-rate manually.

  As you will probably agree, we don't have access to manipulate/edit, how you set up your rent payments- that is for a security reason, that the resident is the ONLY one who can change any payment information as we DO NOT have access to do so.

  We are also not a "bank", we can't issue immediate refunds. We manage over ***** units and there is a process for a refund. An overpayment was not erroneously charged, it is how you set it up and what to take out- and a reminder was sent to you saying YOU have to end the auto withdrawal. We know that no one wants to wait on a credit, but as you know even banks can't do an immediate refund for erroneous charges. People always want/need someone to blame, I have seen your terrible comments and reviews, and it is unfortunate to end your residency on this note.

  We are a business and have policies and procedures we have to follow, our site staff people are the messengers and even I, as VP can request an immediate refund.

  I hope you can understand where are hands are tied, and the responsibility with any payment portal is at the control of the owner. We have requested a "rush" with our AP department.

   I would really appreciate you deleting the terrible reviews, as obviously you were a resident for 4 years, and overall was a pleasant experience. This one user error should not be a reflection of how we are critiqued.

  Thank you

   

  

  Business Response

  Date: 05/13/2025

  I mistyped- in one sentence where I say Even I- the ** of operations, Can't request an immediate refund. It accidentally put "I Can".

  Customer Answer

  Date: 05/13/2025

  Attaching Notice to Vacate letter as evidence of exact phrasing used in document. Please note the vagueness in the language used at the end:

  "If you have any reoccurring payments set up in your ********* account, please be sure to add an end date for your last full month of rent to avoid additional full payments being drafted from your bank account for any prorated amounts"
  
  We had an end date of June 1st. We were under the impression that the system would automatically deduct the prorated amount and NOT the full amount for the month of May. We assumed this to be the case given that the attached document had our prorated amount listed as a rental income for this month. We planned to delete our payment information from the system after the prorated amount was taken out. However, it was the full amount taken out. We interpreted the above quoted message to be to select an end date so rent doesn't continue to be taken out in subsequent months (e.g., June, July, etc).

  I am curious how often tenants overpay within this organization because of these poorly written directions.

  Customer Answer

  Date: 05/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23323565
  
  Hello VP of Operations at Oakwood Management Company (I don't think you provided your name outside of your title),
  
  I am rejecting your response because you did not offer any viable solutions, nor did you address or acknowledge my primary concern. You responded with condescension and criticism because I shared my negative experience, and you did not like that several others publicly expressed similar problems with how you and your team have unfairly treated your customers. In fact, I worry that you have been so preoccupied with personally attacking me that you don't even empathize with my concerns and view me and similar customers with legitimate complaints as a nuisance that you simply wish to censor.
  
  My primary concern is that your organization overcharged us for last month's rent. You may claim this is a user error, but your organization should take accountability for the unclear directions in the *** document you provided (see attached document). Would you be willing to provide data on how many tenants across your properties are overcharged during their last month, each year, for the last 10 years? I am skeptical that I am the only one who finds the language in the *** document vague and unclear. Data would help to provide some degree of evidence as to whether it is a user error (i.e., just me) or poor design on the organizations part (i.e., evidence of a wider problem). As a suggestion to your organization, obtaining this data and working hard to reduce the number of errors (i.e., overpayments) would be a step in the right direction and likely improve customer satisfaction with your organization.
  
  Another primary concern is the declaration that your organization will use the overcharged difference ($520.64) for move-out expenses and the final utility bill. I feel that you were so busy personally attacking me that you were not listening to the fact that this was a primary concern of mine. You speak extensively about how Oakwood is not a bank and how banks can't issue immediate refunds, but you do not state when the refund will be issued and whether you will send the full amount back. Again, you are not listening to your customers. We were not required to have a security deposit on file when we moved here 4 years ago. The money your company refuses to reimburse is NOT a security deposit and should not be utilized for such expenses. We will coordinate with ****** on our final day and pay Oakwood the final utility bill, but we do not consent to those expenses being deducted automatically from our $520.64 (which, again, is NOT a security deposit). I dont know what policies and procedures your team is following and what you are referring to. I also have serious concerns about the ethical nature of these policies/procedures.
  
  While this is irrelevant to my primary concerns, I will respond to your comment about my terrible reviews. All because you do not like my feedback about my experience at Landmark Lofts does not make my review terrible. You are entitled to your subjective appraisal of my reported experience, but I have no control over whether you like it or not, nor is your positive appraisal of any concern to me. I hope that you, as a part of the leadership team, would take such feedback seriously. Some of the best leaders I know are receptive and curious about critical feedback, even when it is hard to take. It is my sincere hope that Oakwood Management Company can learn from this experience, grow, and take seriously the voice of its customers. I am hopeful that this could serve as an important growth opportunity for you and your team if you are willing to open up to the feedback in a non-defensive manner.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find Mediation is necessary.
  
  I am available to meet tomorrow (Friday 5/16), Monday, or Tuesday 8AM-2PM. Strong preference for Monday. Happy to meet in person.

  Regards,

  ****** ********

  Customer Answer

  Date: 05/16/2025

  To Whom It May Concern:
  
  I wanted to include the attached files to my case (case #: ********), but the proceed button was not working, so it was never uploaded. Could someone kindly update my file on my behalf? Thank you!
  
  Dannel

  

  Business Response

  Date: 05/16/2025

  Hello Mr. ********* I apologize if my response came across insensitive. Im just stating the facts and how our policies work. 
  I dont have exact data but working here for a while the auto deduct is turned off by most people. 
  

  which at this time is a moot point. Any account that has a current credit on account it will go to any monies due at move out.  As that is how the software works. 
  water bills are 40 days in arrears so until move out happens can they figure the final charge. Im sure you can call BUBS and ask them to pay it directly to them. 
  
  when you have moved out we will do a final statement and that is where any debits and or credits will be issued and a check is mailed out with in 30 days of move out.

   

  we have asked to put  a rush on yours. Due to this rare circumstance.  

  again our apologies that we cant access your payment portal due to security. Nor are we able to cut checks randomly. 
  

  If commenting on this issue makes you feel better then do as you must. 
  wish you much happiness in your next home chapter.

   

• Initial Complaint

  Date:05/07/2025

  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.

  I signed a lease from 11/12/2022 and renewed to 5/11/2025 at the Albany Glen. During this time, I spoke with the property manager, ****** ****, or "*****," regarding my lease termination due to an active temporary protection order against my roommate, with whom I signed a lease. In our emails, ****** has written a statement and verbally stated that turning in keys, since we both did before April 2nd, 2025, that our lease will be broken and our unit will be put on the market. According to the Statement of Security Deposit Accounts, the reason for the move-out is a lease-up. This contradicts what ****** has stated because they have put our unit on the market for rent. Thus, indicating a promise of a refund if the unit is rented between April 2nd, 2025, and May 11th, 2025. Secondly, ****** has charged us a late fee of $150. I have contacted ****** regarding the fee, but they have been unresponsive. I would like to understand how this fee came to fruition when I handed the property over on April 2nd, 2025, I also cannot access RentCafe (payment portal) to review balances or previous payments, and lastly, the email ****** has sent indicates Oakwood Management Company would provide us a "statement of charges" within 5 weeks. Today marks the fifth week, and I received the letter which was generated on May 1st, 2025, on the fifth week. Therefore, there is no reasonable cause to charge a $150 late fee. My experience has raised several issues that I believe warrant immediate attention to ensure better service and accountability. I have observed multiple instances of unprofessional behavior from ****** **** that have directly impacted the quality of service and communication. Not only have I written a review on the company against ******, but the company themselves has not responded or used an alternative route to take it down. I respectfully request that these issues be addressed promptly and that corrective measures be implemented to prevent further occurrences.

  

  Business Response

  Date: 05/08/2025

  Hello, I have researched your case. You were responsible through May 11th per your lease agreement. You did not give a full 45 day's notice. When you handed in keys on April 2, correct we put the unit on the market and do our best to re rent it. It was not re rented there fore you owe the 11 days of May and late fees were charged due to nonpayment.

  You attached the lease agreement please read the section on Move out and 45 day notice. We could have charged you an additional "default fee" for breaking lease early, but we did not. The $150 in late fees stands and is due to us.

   

  Thank you!

  Oakwood Management Company

  Customer Answer

  Date: 05/08/2025

  Complaint: 23300068
  
  I am rejecting this response because: According to ****** ****, they have granted my *** date as of March 7th, 2025. This date is more than 45 days prior to May 11th, 2025. Also, the company did not provide valid reason or sufficient evidence why they generated late fees. Not only they removed my access to pay the remaining of **** rent on RentCafe (payment portal), but I also handed the property back on April 2nd. The company removed my access to pay the remaining balance and used my security deposit to pay it, but took 5 weeks to generate the final invoice. I retrieved the final invoice on the fifth week which is the same week they expected **** rent. They revoked and prevented access for their tenant to pay and decided to charge a late fee due to their incompetence. Please refer to the images attached to my counter argument. The images are emails of ****** **** confirming that my lease will not be renewed after May 11th, 2025 and Im not subject to a month to month lease. ****** **** also states in the email the timeframe my final invoice will be available. This confirms the company is liable for their lack of responsibility to provide the tenant their final bill or alternative ways to pay. 
  Lastly, the company themselves has not addressed an itemized statement of the late fee nor the unprofessional behavior of their property manager, ****** ****. 

  
  Regards,
  
  Natianna Chhuom

  

  Business Response

  Date: 05/09/2025

  Hello,

  We did honor the 45 day notice from you, but that does not exclude the duties in paying the remaining lease term,  and including applicable fees. You were informed of that several times. The late fees are company/ lease policy when applying unpaid rent upon turning in keys. The staff felt you understood this because you contemplated holding on to your keys, on April 2nd when you were told you are still financially responsible through her lease term~ Again stated on the lease you signed.

  The Manager told you since their stuff is out of the unit there is no reason to hold onto keys to a vacant unit. Let us get the chance to rent it in hopes we would have a tenant prior to her lease end date.  The reason you could not get on the rent portal is because once keys are relinquished we move you out of the system, so access is shut off. Manager informed you it will take approximately 5 weeks to receive a final statement from corporate. In addition, you were not charged a default fee, as that too is stated in your lease when defaulting on your full lease term as dated in your contract.

  Again, This will be my last response to you, as this complaint and rejection has been answered and stated in all the documents you have attached.

  Thank you!

• Initial Complaint

  Date:04/19/2025

  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.

  My parents and I moved into the Oakwood Properties Manufactured Homes in ******* ***** August 9th,2024. We were promised a trailer in the culd-a-sac and then it was sold out from under us. We were given a second chance option and this mobile home has a lot of problems that were fixed temporary to get it sold. I have turned in numerous repair orders and took them 6 months to repair a walk in shower that my mother ( she is 76 years old) has FALLEN OUT of 3 times and now it is still messed up. This shower has a drain that is popping out every time and there is MOLD and MILDEW that is still there. I have emailed and sent pictures to the managers in the office and to corporate and they are stating the TEXAS STATE STANDARDS law that they are required to do minimal to get the homes sold. I have been back and forth with this community office and them serving an eviction notice within 2 days after the rent was paid. They change the rules and regulations without notice to anyone. I feel that we were just pushed into the home that we were not happy with. Now they don't want to fix what was turned in as a repair. I will be filing a grievance with an attorney Monday 4-21-2025 because this is getting out of hand. I feel that this community is taking advantage of the elderly and making things up as they go.

  

  Business Response

  Date: 04/21/2025

  Hello, We keep receiving these complaints, yet they are for a completely different Oakwood Manufacturing home management company. Is there any way to create a rule so that these quit coming to Oakwood Management Company residential?

   

  Thank you!

  

  Business Response

  Date: 04/21/2025

  Hello, This has come to Oakwood Management Company in ***************** who manages all residential communities. We do not manage your property.

   

  Thank you!

• Initial Complaint

  Date:04/18/2025

  Type:Product 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 moved out of my apartment with their complex The ******* at ****************** November 9th of 2024. Upon my departure I was asked to provide my new address and to drop it off at their office. I did so and handed the written address to the leasing manager *****. A week later I was reached out via email (I have the emails retained if needed) of the same manager asking for my address once again, so I complied and sent it to them respectively and they followed up shortly after the same day confirming they received my email and will get in touch if needed. I never heard anything from her again. A month later I was reached out to from a woman in their management department at completely different location on 12/30/24 stating I received your resident file from the rental office at The ******* @ ******************. I do not see a forwarding address on file. So, Im contacting you by e-mail in hopes of obtaining one, as there is a balance due on your account after move-out. In the meantime, we have mailed out information regarding your balance due, to your former apartment address, in hopes that you may have placed a forwarding address request with the ****************************. I have Email confirmation that my address was updated and everything was good on my end so this did not make sense to me and I assumed it was a scam. Another reason I thought this was because I changed my address (and have confirmation) on the **** website on 12/19/24 so there shouldnt have been any issues if her statement was correct. I received nothing and checked my mailbox weekly. I received a call yesterday stating I have til the 22 of this month to complete the payment and pay a 100$ late fee or it will go on my credit history. I have evidence proving I complied in every way possible and they have all my updated info so I am not sure why I should be penalized? They say I have a late water bill that is the issue but all my emails from buckeye water shows I was on autopay and paid everything

  

  Business Response

  Date: 04/21/2025

  Hello Bo, I appreciate you bringing your concern to **. I have researched your complaint, and it seems the $100 in late fee charges were incorrect. We have honored the refund of the $100. I believe you were contacted by the collection agency today that those were waived, and you paid the remaining balance of $85.00.

  I believe we have solved this case.

   

  Let me know if you need anything further.

   

  Thank you!

  Oakwood Management Company

  Customer Answer

  Date: 04/28/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  **************

  *****, **

  Apr 28, 2025 12:05 PM

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  Signed a lease on 7/28/2024, the lease states it will keep the property safe and sanitary. There has been glass all over the parking lot, ice/snow not dealt with (I fell while 10 weeks pregnant where they did not care), car break ins, a sexual assault on the property, apartment break ins. They have not dealt or resolved anything. The cost per month is $1,200 and I want removed from this lease. Also, charged me over $300 for a poo print incident that was not true. They commit fraud and break their terms on the lease.

  

  Business Response

  Date: 02/18/2025

  Hello Ms. ************* have researched your complaint. It is unfortunate that the Canal Winchester/ ******** and many surrounding areas have reported a string of car break in's. From the reports I read they did catch the thieves. Unfortunately crime has no zip code or specific interest and can happen anywhere. We as the landlord are not held liable for acts such as this as again it can happen anywhere, anytime, grocery store, mall, etc.

  Due to the break ins that did create areas on the asphalt to have glass, the site team spent a lot of time cleaning up what they could, due to the inclement below freezing weather some of it was unable to be removed and until a thaw unable to get every piece.

  The recent snow that fell in the area was under 2"- We do not have our professionals remove snow unless 2" and above- this is industry standard. Our service technician did come out and apply salt. However, with the below freezing temps, salt struggles to work at certain temperatures- our of our control.

  In regards to the Pet waste fine- I do read the report that it was in fact your pet matched the f**** we sent off to Poo Prints. This is an established company, that we pay money too so that we can catch those who are violating the pet policies on our site. This is 100% proof as it is based on the *** of your Pet.

  At this time, if you are wanting to break your lease, you can contact the office. We do offer a Lease Buyout or Break option to terminate your legal contract prior to its date of expiration. With the findings there will not be a credit or refund to your account.

  Thank you,

  Oakwood Management Company

• Initial Complaint

  Date:02/14/2025

  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.

  The retreat at canal property on gender road in ****************, which is managed by oakwood management is where I currently live. About 3 weeks ago my car window was smashed and nothing was done. The leasing office ignored my calls and has since began to harass me when I asked what they would do about my car. Because I dont feel safe and wish to move out, they say I will have to pay fees to break lease. The weekend following the incident with my car, another 7-8 cars were vandalized and had the windows broken into because the office failed to implement a single security measure. They still constantly harass me when I ask if any security measures have been put into place. I do not want any reputations for the car window at this point I just want to move somewhere without having to break lease/pay an insane amount of fees (this would normally be part of the contract but I feel it should not be upheld when the management can not keep the property safe). I fear for my life here as there have been many break ins since I have moved in and want the safety of myself and the other residents addressed, as well as the inadequate leasing managers in the leasing office.

  

  Business Response

  Date: 02/18/2025

  Hello *******,

  We appreciate you reaching out and sharing your issue. I have reviewed your complaint and request. It is very unfortunate that your car was broken into. I just researched the ****************, ********, and surrounding areas car theft reports, and it seems it is happening in several location across the city. The city says there have been a rash of car break in's in many areas.

  Because crime can happen anywhere, and in the lease we are not liable for it, we are unable to let you break your lease with out the penalty. Your lease is a binding contract in which we hold all residents too.

  The options you were presented to break your lease early, are what we can offer you at this time.

  Customer Answer

  Date: 02/26/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22942753
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:01/30/2025

  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 this companies property two weeks ago since moving in *** had pest,water damaged cabinets that are falling off,floor that is coming apart from the wall. I would just like everything fixed

  

  Business Response

  Date: 02/06/2025

  Hi Danera,

  I have shared your issues with the Property Manager, she will be contacting you immediately to schedule completion of your issues. I appreciate you reaching out and apologize for the inconvenience you have endured.

• Initial Complaint

  Date:10/04/2024

  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 moved out of my unit at the end of July we lived there for 3 years and they are charging us to replace the carpet in the unit. The carpet was brand new and our unit was exposed to direct sunlight all day. They are charging us to replace the 3 year old carpet as they state it is stained. They attempted to remove the stains but has been unable to produce photos of their attempt to remove what they are calling staining I stated to them this is the same type of proof that would be requested in small claims court show me that you attempted to do your due diligence and clean the carpet prior to just ripping it out and replacing it. There is nothing a carpet cleaner could not have cleaned. Theyre refusing to show that they attempted to clean the carpet or remove the charges.I know the way this place handles move out. I worked from home the entire time I lived there and you would see someone move out instantly carpet replacement carpet replacement never saw carpet cleaner there ever all they do is replace the carpet and charge you to replace it so they need to provide proof that they attempted to clean it and that the stains were still there or they need to remove the charges I have photos and videos from my final walk-through right before we turn the key in. That is the same photos. They have provided me for proof of damaged carpet what they are calling staining the carpet has actually faded because there was furniture on the other portions of the carpet

  

  Business Response

  Date: 10/07/2024

  Hello ****,

  I have researched your case. I have attached the photos of your carpet at move out. You can see the major discoloration. Though we attempted to clean it, it was unable to come out. As you would agree, you would not want to move into a unit with carpet looking as such. We charged you a pro-rated amount deducting the age of the carpet, and did not charge you for the pad. The current charge is now down to $411.11- You should be receiving an updated move out statement.

   

  Thank you!

  Oakwood Management

  Customer Answer

  Date: 10/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22380552
  
  I am rejecting this response because: the carpet in the bedroom is not stained it is faded per your photo. The carpet is lighter in color not darker. If the carpet was darker like the living room that would be agreeable as dirt it is not and I will not pay for the defect of the carpet fading. The property made no attempt to remove the stains in the living room no cleaning no nothing they did not even try and that is lazy and is not a justifiable reason to charge someone for carpet 
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 10/07/2024

  Hi ****, It is stained. We call the carpet cleaners out- they assess and will tell us it can't be cleaned- so that we don't pay the $100 to clean it and then have to turn around and replace it for more $.

  This revised charge of $411.11 stands as is.

   

  Thank you!

  Oakwood Management