Complaints

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

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  CTL Management, Inc.

  9500 SW Barbur Blvd Ste 300 Portland, OR 97219-5436

• 

  Shadow Hills Apartments

  2040 SW Vermont St Portland, OR 97219-1933

• 

  Hunt Club Apartments

  3726 S 180th St Seatac, WA 98188-4574

• 

  CTL Management, Inc.

  PO Box 80826 Portland, OR 97280-1826

• 

  Kings Court Apartments

  16300 SW Estuary Dr Beaverton, OR 97006-7947

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:08/27/2025

  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.

  Im filing a complaint due to Collections at CTL management has been noncompliant with providing the information requested below! They reported a delinquency without contacting me. I was a Cosigner for an apartment for a Ms. ***** ******** Ms. ******* owes for damages to the apartment. The company contacted me in 8/24 when Ms. ******* was not initially responding to make payment for the damages. After contacting me, Ms. ******* ***** collection came to an agreement allowing her to make monthly payments. I asked at that time to be notified if Ms. ******* defaulted on her payments. ****** from CTL management agreed to do so. However, I learned that ********** defaulted on her payment agreement. I was not notified of such & found out in July by viewing my credit report. In an attempt to confirm if payments were being made again as stated by Ms. ******** I was met with hostility from ****** the department manager of collections. This is the email sent to ****** in collections at CTL Management 8/22/25 & ***** **** (president). Original contact was 7/15/25. Dear CTL Collection I am writing to formally request an update on the payments made by Ms. ******* since my last contact with your office on July 15, ******* you are aware, you previously assured me that I would be notified of any missed payments. Unfortunately, that did not occur, and I have not received any updates despite multiple phone calls. This lack of communication has made it necessary for me to escalate the matter, including contacting the Presidents officean action that could have been avoided with a timely response.Additionally, I must express my concern about the tone and hostility I have experienced during our interactions. I am simply trying to resolve this matter responsibly and professionally.Please provide a detailed update on all payments made since July 15 so that I may determine how best to proceed with the account.Kind regards,***** ********

  Business Response

  Date: 08/27/2025

  To Whom It May Concern -

  Ms. ******** was originally contacted by mail in July 2024, not because **** ******* had not responded, but because Ms. ******** is the Guarantor and has a financial responsibility to pay this debt.

  CTL Management, Inc. documents all calls and messages with notes that indicate the date/time and nature of the call.  We have been communicating with Ms. ******** beginning August 16, 2024 and continuing to August 21, 2025.

  A review of the notes indicate that whenever Ms. ******* calls, if she does not get a response that meets her demands, she begins contacting other departments and the previous rental property in an effort to influence the standing of this account. 

  At no time was Ms. ******** promised any special or out of the ordinary communication regarding this account.   We have thousands of customers and in no way could we, nor have we, promised her personalized phone calls detailing this account.  What has been communicated is that she is welcome to call at any time to check on the status of the account.  She was informed that that **** ******* would receive reminder letters if she missed a payment.

  It is not the responsibility of CTL Management, Inc. to negotiate or exchange messages between a tenant and their guarantor.    Ms. ******* chose to sign a legally binding contract, agreeing to be financially responsible for any breach or unpaid amount.  

  We offered an interest free, fee free payment plan for the original balance due of $2,901.86.   To date, we have received only 6 payments totaling $1,317.21.    I will be sending a detail directly to Ms. ******** as I do not thing that the BBB process is set up to be an exchange point for accounting details.

  I do not understand the reference to $1900.00 as her requested settlement.

  CTL Management, Inc., has handled this account in a professional and courteous manner.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23803665
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23803665
  
  I am rejecting this response because ****** from collections has been untruthful & deceptive in her practices.  I have made multiple calls & sent multiple emails requesting information about the account since 7/15 /25 when I spoke with a representative who was ***.   She was pleasant & told me that ****** was away.  That she was covering until ****** returned.  Here is a copy of the conversation with ***;

  Hi, this is *** calling with CTL management returning a voicemail from Lily. I have that account pulled up and I am showing that payment arrangements were made, but they haven't no payment has been made on the account since February of this year which did result in it being reported to the credit bureaus if you do have any questions, please feel free to give us a call back and leave another message. But I hope that that helped thank you so much. Have a good day bye-bye.
  ****** was not anything like ***.  I am interested in payments made by Ms. ******* since my interaction with ***!  Confirmation that they have restarted.  ****** had sent absolutely nothing to me at this time.  The $1900.00 was reported to the credit bureau in 7/25. 
  I do not trust ****** & am requesting that she sends a copy of the payment history including balance to the Better Business Bureau including a copy to me.  I truly believe that this is the only way that I will receive the information requested!!!

  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/09/2025

  To Whom It May Concern:

  Attached, please find the following:

  1.  A copy of the Promissory Note which outlined the due dates and terms of payment

  2.  The Guarantor Agreement, which specifically section(s) 6 and 8

  3. A copy of the requested payment history, which was mailed August 29, 2025

   

  CTL Management, Inc. also has transcripts and notes from Ms. ******** regarding this account.    From our first contact August 16, 2024 there has been a pattern of multiple emails and telephone calls, within 24 hours, complaining if her messages are not returned immediately.  Note that her calls are always returned, usually within in one business day.   Multiple calls and emails will not advance a person's place in line.

  Per the Guarantor Agreement, CTL Management, Inc. was under no obligation to offer an interest free, fee free repayment plan.  We do this as a courtesy to our previous tenants and Guarantors.   Ms. ********, as Guarantor, accepted financial liability and agreed to remit payment upon request.  

  Ms. ******** demands assistance beyond standard business norms.  CTL Management, Inc. has never implied that she would receive special correspondence and calls if the tenant fell behind on payments.   We have over ****** apartment homes and this type of promise was not made.  What she was offered was an interest free payment plan, informed that she was welcome to contact us at any time for a balance and that receipts would be mailed to the previous tenant each time a payment was made.

  On July 15, 2025  at 1:58PM, *** spoke with Ms. ******** and explained the status of the account.  Ms. ******** stated to *** that she would call back on July 21, 2025 to verify if payment had been made, which did not happen.   A partial payment was made by **** ******* on August 7, 2025.   As the account was not brought current based on the Promissory Note, the account was reported as delinquent.

  We did not hear from Ms. ********* again until August 21, 2025, which was outlined in the previous BBB correspondence. 

  As stated in our previous response, CTL Management, Inc. cannot mediate communication between a tenant and their Guarantor.   That is the responsibility of the parties who chose to enter into a financially binding agreement together.   Although Ms. ********* frustration with the amount owed is understandable, it is being misdirected.

   

  Customer Answer

  Date: 09/10/2025

  Subject: Clarification Regarding Communication Attempts with Leslie 
  
  As I reject the response from ******.
  Id like to clarify the timeline and nature of my attempts to reach ****** prior to escalating the matter to the President of **************************. Despite multiple outreach efforts on my part, I received no response from ****** until after I contacted the President directly.
  
  Her recent statements appear to misrepresent the reality of that communication gap. Please see the detailed documentation above for reference.
  
  Im sharing this to ensure transparency and to maintain an accurate record of events.

  l am more than willing to sent the emails to you if needed.  I also have the horrific voice mail that she left .  CTL deserves better representation.  *** whom I spoke to on 7/15/25 was kind & professional towards me.  I also have the message she left on my voicemail.  We also spoke in person.  She exemplifies professionalism.
  
  
  Best regards,

  LillyPhillips
  ************************* & phone **********
  
  
  

• Initial Complaint

  Date:08/06/2025

  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.

  It is the responsibility of the management to maintain an enjoyable and peaceful living arrangement for the tenants of the property. I have pleaded over and over again about the excessive noise of the upstairs neighbor. The management has made no attempt to mediate or diffuse the situation, instead have entertained the upstairs tenant by giving personal information to them, fueling the flame, by telling them that I am just not used to living downstairs and would need to get used to it. This is unacceptable behavior for management to play favoritism. This is unacceptable and has only made matters worse because the tenant feels free to continue on with the noise disturbances all hours of the night. That being said, there are attachments uploaded to this complaint showing all of the times that I have contacted security, management, and the sheriff's department. The management is neglecting the duties of the job to make sure all tenants are living peacefully and in comfort.

  Business Response

  Date: 08/18/2025

  Dear Ms. ******
  We understand that you have been sensitive to the noise emanating from the upstairs unit. However, we have thoroughly investigated each of your complaints and have been unable to substantiate the disturbance you alleged.We have reviewed the courtesy patrol records regarding the noise and maintained a record of your complaints on the following dates:
  May 8, 2025- No noise was heard, and your neighbor did not open the door.
  June 20, 2025- No noise was heard, and your neighbor did not open the door.
  June 21, 2025- No noise was heard, and your neighbor did not open the door.
  June 24, 2025- When the officer arrived, you told him there were no signs of any noise and it stopped before anyone came out.
  July 25, 2025- Courtesy patrol came out and could not hear any noise.
  While we have the responsibility to ensure that a reasonable noise level is observed by all residents, it cannot prohibit acceptable levels of noise that naturally emanate from living in a multi-family apartment complex environment. Therefore, please be advised that we are unable to prohibit impact noises that are incidental in multi-family apartments, such as heavy walking,walls rumbling.
  We take your complaints seriously and will continue to address them in a timely manner. However, to take any further legal action, we respectfully request further proof or evidence of the noise rising to the level of disturbance of your peace and quiet enjoyment.  We want all our residents at *********** to have the most enjoyable living experience, while being fair and consistent by following California tenant landlord laws. 

  Thank you, 

  ******* David 

  CTL Management/***************************************;

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23710623
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23710623
  
  I am rejecting this response because:

  1. Management has not addressed my concerns in a timely manner.  They haven't been addressed at all.  I have been completely ignored   I have directed my emails to the manager "*******" who has never responded to them.  This clearly shows a lack of understanding and regard to my concerns.  While other office staff are very comfortable with reminding me that this is a "multi-family community", no one to my knowledge in the office has made any attempt to communicate this to the neighbor as it continues to happen.

  
  2.  Security patrol "Walking the perimeter" and then leaving a report that "no noise is heard" is not addressing  the situation.  Security has made no attempt to speak to the neighbor to politely ask him to be considerate of who is living around him.  The upstairs neighbor shows no regard, even after my 2 attempts of speaking to him personally.  I have been polite and patient.  However, at this point, it is intentional.  I have lived in a multi-family community for many years and understand that we all should be able to live comfortably.  I keep to myself and adhere to the community guidelines and should receive the same treatment back.   As I have stated in my previous emails, you will never hear me complain about this during awake (day time) hours.  But for someone to be running/sprinting across their floors during sleep hours, is intolerable and management is responsible for remedying the situation.  Anyone in management would not accept this as a comfortable living situation and would want it addressed if it was happening to them. 

  4.  Management has asked me to provide a recording of the noise or have security come in to listen to it.  The problem at hand is that shaking of the walls of the apartment does not show up on recording and security never responds to a call within an appropriate time.  They show up most of the time over two hours after the initial call and state they can not come into the apartment with out authorization from their supervisor.  I have been told that their supervisor is not around during night hours.  I have made calls during the day time to speak to the supervisor and as shown in the record of my calls to security, they have made no attempt to communicate or allow their guard to come in when it is happening.  

  5.  This all being said, ******* has always been a very polite and understanding manager and I have appreciated his due diligence in communicating with me, while addressing my concerns to his fullest abilities to make sure I am comfortable and content living at ***********************************  I believe he will do his best in helping to remedy this situation.
  
  Sincerely,
  
  ***** *****

   

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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 am filing this complaint regarding a $44 non-sufficient funds (***) fee charged by Crown Court Apartment in Clackamas, ********* May 2025, I accidentally paid a portion of my rent from the wrong bank account. I noticed the mistake immediately, contacted management right away, and made the full payment from the correct account that had sufficient funds. My rent was paid on time, and I was transparent about the situation from the start.Despite this, I was still charged a $44 *** fee. I respectfully requested that the fee be waived, as it was an honest mistake that I corrected immediately. As a single mother on a tight budget who has lived here for nearly three yearsdespite ongoing issues in the communityI was disappointed that my request was ********* make matters worse, when I paid my June rent, management applied that payment toward the *** fee, causing it to appear that I had not fully paid my June rent. I asked them to correct this and apply my June rent properly so that my account would reflect that I am current on my rent. They refused to do so.I believe this fee is being enforced unfairly and without reasonable consideration of the circumstances. I am seeking for the fee to be waived and for my rent payment record to be corrected.Thank you for your attention to this matter.

  Business Response

  Date: 06/24/2025

  *******,

  We are happy to waive this fee as a gesture in customer service.  Please note that we are charged the *** when such an incident occurs which is why it is passed on to your account ledger.  We have no way of stopping the bank from attempting to clear the account that you provided once you have remitted payment, so we are the middle man between you and your bank.  With that said, we still get charged when it does not clear.  Also, in the state of ******, landlords are required to allocate fees in a certain order with rent.  This is explained in your lease and is another area that is out of the landlord's control. 

  Again, I am happy to do a one-time courtesy waiver of the $44 and will alert your property manager of the credit.  

  Best regards,

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

  Customer Answer

  Date: 06/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I greatly appreciate your willingness to waive the *** fee. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/22/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint regarding a deeply concerning interaction I had with one of CTL Management's collections representatives on 4/21/2025. During the call, the representative was unprofessional, confrontational, and failed to handle the conversation with the expected level of courtesy and respect.Specifically, the representative consistently interrupted me, spoke over me, and did not allow me the opportunity to ask questions or clarify the issues I had regarding the account. Their tone was rude and impatient, and they refused to explain or address the inaccuracies I pointed out in the account ********** addition, the representative claimed that their office had made prior attempts to contact us, yet they were unable to provide any proof or documentation supporting this claim when I requested it. This lack of transparency further eroded my confidence in the validity of the information ************ make matters worse, I was effectively forced to pay the disputed fee because this matter was directly preventing my family from securing a rental property. Due to the urgent nature of our housing situation, I did not have the time or flexibility to go through a full dispute process, and felt coerced into resolving the matter under pressure simply to avoid further delays that could jeopardize our ability to find stable housing.I have documentation that shows inaccuracies in their attempts to collect this debt. Lack of time/date stamps, failure to notify us of fees in a timely manner, failure to provide invoice for carpet cleaning, failure to provide photos, failure to provide statements withing 30 days of final walkthrough, reported to ************* August 13th 2022 which was our move out date yet they did not bill us for this fee before our deposit was refunded, final walkthrough documents state the carpet was in satisfactory condition,

  Business Response

  Date: 04/22/2025

  To Whom It May Concern -

  Mrs. ******** was trying to contact our Regional Manager in an attempt to have her debt waived, with no investigation.

  She was asked multiple times "what resolution are you looking for, so that I can see what I can do to help you" and she refused to answer.   I told her that if she wished to dispute the debt, she would need to do so in writing and I would look into her concerns, or based on the age of the debt I could offer her a 50% settlement amount on an interest free account.

  A settlement offer to close an old account is not coercion. 

  During the conversation, Mrs. ******** repeatedly asked the same questions over and over again, no matter how I phrased the response.   One of those questions was how we could report a debt before she was notified.   The date she kept referencing was August 13, 2022.   As I explained, this is not the date we reported it to her credit, this is her move-out date which serves as the date the account was "open".

  I concluded the call by stating that the call was no longer productive, and that I felt that no offer I could make or answer that I could give would be satisfactory.   I again advised her that the two avenues forward were 1) the settlement offer or 2) submitting her concerns in writing for an investigation.

  Her BBB complaint states that she was coerced into making payment.  As of today, no payment has been received/posted.   Additionally, and with all due respect, the Fjelstads have had since *********************************************************************************************************

  We look forward to a mutually agreeable resolution. 

   

   

   

   

   

   

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23236035
  
  I am rejecting this response because:

  While I was asked repeatedly what resolution I was seeking, I was not given the opportunity to respond. I was spoken over several times, and interrupted every time I tried to respond. When I was finally given the chance to talk, I did in fact ask for the charges to be waived. The offer of a 50% discount was turned down as it was not satisfactory, considering the charges for carpet cleaning are unwarranted. 

  I had to repeat myself and ask the same questions because I did not get an adequate and I needed further clarification that was not provided. I did not ask how a debt could be reported without notifying me, I asked how a debt could be reported on the same day as my move out date (which ********** confirmed for me the date the account was opened and the date the $503 was reported are one in the same August 13th, 2022). I was not given the opportunity to pay this fee or dispute it before it was reported to the credit bureau. We were then sent a debt collection letter in September of 2022 (34 days after the final walkthrough, which stated the carpets were in satisfactory condition). We responded with a dispute letter and did not receive a response. We, understandably, thought the matter was resolved when we received no further communication or bills. We were not made aware of the fees still being active until we tried to apply for a rental and were denied. I immediately took action and am trying to resolve the issue.

  Furthermore, we did not receive an invoice for the aforementioned carpet cleaning, we were also not provided photos of the carpet, we were not notified of date and time of cleaning, did not receive an accurate billing statement within 30 days of the final walkthrough, and statements that were sent lacked date and time stamps. All of these points I had attempted to bring up to resolve this issue, but each time I tried, I was immediately cut off and not allowed to speak. 

  Because of this we ask that the fee be refunded (paid on 4/22/2025) once it has been fully processed. And for CTL Management to correct this with the credit bureau so that it no longer affects my credit score. Please confirm in writing that you are able to refund this fee and update the credit bureau of changes. We appreciate your consideration and are hopeful we can resolve this matter quickly and amicably.

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/01/2025

  I do not know why this is a continuing complaint.

  The account was reduced, and as a matter of customer service only, ******************** agreed to instruct the bureaus to delete.

  As a business, there is no explanation we can give that will be satisfactory to her.   

  The decision was made to delete the account versus continuing this line of communication.

• Initial Complaint

  Date:02/08/2025

  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.

  Im not liable for this debt with CTL management , I do not have a contract with CTL management , they did not provide me with the original contract as requested.

  Business Response

  Date: 02/10/2025

  To Whom It May Concern:

   

  ***** *********** applied for a unit at out *********************************** in 2017 (306-00-1821).  Her application fee payment was returned and as a result, the application and bank fees are due. 

  ***** again applied at the *********************************** in 2024, and again, the application payment was not honored, resulting in the both the application fee and the bank fee being due. 

   

• Initial Complaint

  Date:12/30/2024

  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.

  Date of credit filing at the **** village apartments in ******** ****** *** Oct. 14, 2019 Inquired with possible roommate on a apartment, roommate was denied because he had a eviction on his recorded so I decided not to proceed with moving out from my mom's place at apt 38. Every month since 2019 I been given a late payment even through the price never raised nor I never proceeded to use them, they have caused me great harm on my credit and haven't picked up any of my calls over the years, I had hoped it just drop off but they keep refreshing it. My mother was ****** ***** I stayed under her apartment with my youngest brother *****. I demand my credit be cleared of this injustice.

  Business Response

  Date: 12/30/2024

  To Whom It May Concern ;

   

  I believe there to be some confusion on Mr. ******* part as to the origin of this debt.

  Mr. ***** did apply for a separate unit.  The application was cancelled and no charges were incurred. 

  Mr. ***** ***** resided with ****** ***** in unit # ** with a move-out date of October 14, 2019.   In his complaint, he referred to this as his "mom's place" - however, he was of legal age and on the Residential Rental Agreement as a joint and several tenant.   His is financially obligated for this debt, regardless of whether or not his roommate was his mom.

  We would have explained this to him and provided him with information, unfortunately Mr. ***** has not contacted us, instead choosing to file a H3631373932**31**31H complaint and leave a negative ****** review.

  This is a valid account and has been due, interest free, since October 2019. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22744578
  
  I am rejecting this response because:
  I was never informed or explained of this before and never received notice, I moved with my family to **** village with my mom. And most importantly I never even knew I had any debts. And I have attempted to contact **** village and CTL many times over the years.

  But if given a opportunity to amend this im willing to do so if properly communicated. Until then i will not accept this response
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/13/2024

  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.

  This is a landlord tenant dispute. I had a lease and took video of the apartment prior to move in. Detailed notes on move in sheet. Their claim is "deep cleaning" and total replacement of the carpet due to pet damage. My dog was confined to one room and I have video of move out as well as pics. I was not given the option prior to move out to inspect and repair. I also was not given receipts for the carpet and why the whole unit was replaced. I paid the balance due and will pursue in small claims if needed. I called and spoke to a woman named ****** and she was very rude and abrupt and hung up on me and said send a letter. So, I paid the balance due online and will recover. I feel like I have been taken advantage of to refurbish their unit with new carpet.

  Business Response

  Date: 11/14/2024

  Please see the attached letter which has been sent to Mr. **************** has refused to submit a written dispute, even though has been given instructions on how to do so multiple times.

  He talks over our staff, calls multiple in a day and refuses to acknowledge that he has received return calls.   Further, his messages often contain threats, alluding to and semi-quoting state law.   There is no way to constructively respond to these messages in a verbal manner. 

  Verbal disputes are not taken as they do not document the exact scope of the concern(s), tend to escalate and do not give our staff an opportunity to seek clarification and documentation from our property staff.

  We will gladly complete a thorough investigation into his concerns, once we receive a specific, written dispute.  He has been provided with a fax number and a mailing address to do so. 

   

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22550730
  
  I am rejecting this response because:
  I have dealt with unruly behavior and lack of communication as you can see in their unprofessional response. I simply called for a return call and was hung up on so I tried to call back. I have a written letter going out in today's mail with a demand letter enclosed. So, the written letter they request is on its way. I have in no way threatened anything. I have been talked to like a child and hung up on as a consumer. That is not acceptable. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/26/2024

  We have received Mr. ******* written dispute.   

  His frustration with his charges does not allow him to raise his voice and talk over our staff.  He kept repeating that his parents owned rental properties and that he "knew the law and we'd better be careful".   He was told multiple times that we cannot take a verbal dispute and he continued to be aggressive to the point that the call had to be ended and continued calling and leaving messages after that point. 

  His complaint will be considered and addressed in writing in a timely manner.  As this is a Holiday week, his response may not be mailed until the week of the December 2nd.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22550730
  
  I am rejecting this response because:

  The process according to California laws has not been followed. The accusations that I was talking over or aggressive are completely false. I had no records as required by law on move out. I needed those records to send a timely written complaint. I called 4 times and received one call back and on a 30 day timeframe to reply. I finally got in contact with ****** and she was rude and would not let me get to my point and hung up and before hanging up stated send in writing. That just is not a professional response and hopefully their phone calls are recorded and can be listened to by a supervisor. I will call and find out who her supervisor is and see if this history can be listened to. I was simply trying to get her as much information as possible so when I sent a letter and was talked down to and that's not appropriate. As you can see in the business response they are very aggressive in their writing. I did state laws and I did state my parents own properties. It's facts and I do believe I was taken advantage of and the process was not followed and depending on their decision I'm fully prepared to go to small claims court to let an independent party decide as I have already made full payment in good faith. Thanks so much **** ******. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/30/2024

  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.

  Rental property has dated windows with metal frames. I have complied with all recommendations to combat mold growth such as "Damp Out", Humidifiers and cleaners, none of which, combined or separate, are sufficient as the frames sweat heavily. I have on several occasions asked for them to replace the windows, they have denied all structural refurbishments. I winterized with film on the outside of my unit as I have service animals that will render the film useless if installed inside. I have asked for accommodations so that I could place this film on the out side and they denied that, stating "it is aesthetically displeasing" Mold can cause long term ***** problems for me and my family and a clause in the lease contract puts all mold management on tenants but they are not willing to take this health issue seriously when accommodations are needed. Many neighbors I have spoken to also have had similar conversations about the mold and they have dismissed everyone who has concern.

  Business Response

  Date: 10/31/2024

  Our Residential Rental Agreement does not allow tenants to hang objects outside of any window, ledge,balcony patio or porch.  The request by the resident was to affix plastic on the exterior windows of the building as a course of action to prevent moisture;however, this method would block proper ventilation and prevent air circulation from the interior of the apartment home which could result in increasing moisture in the home.  Additionally, the resident has signed a Moisture Prevention Addendum to the Residential Rental Agreement that assists in preventing moisture growth in the apartment.  It is expected of the resident to utilize the methods disclosed in the addendum on a regular basis in an effort to be proactive against any moisture build-up in their unit. Lastly, on an annual basis, the Property Manager issues a Moisture Prevention letter to all tenants as a reminder in how to effectively prevent moisture in the apartments.  

• Initial Complaint

  Date:07/31/2024

  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 downstairs neighbors have violated their lease the past 3 years and management will not do anything about. According to the law CTL Managment is in breach of contract for providing quite enjoyment since the piece of my environment has been compromised by disturbances by APT 145. The only outcome I get is a call to the tenants and thats not enough anymore. The landlord has a responsibility to make sure every tenant has peaceful enjoyment of property. Which I do not have anymore and my kids are miserable. I am now taking steps and will not pay rent for the noise disturbances that are excessive. Furthermore, our property is a smoke free property to due Rancho Cordova city ordinance and Zinfandel not being able to find an approved location within 30 feet of buildings including garages. Yet my down stairs neighbor smokes weed and it comes into my house. As the parent of my three kids I get to decide what they are exposed to and I do not want them exposed to weed smells.

  Business Response

  Date: 08/07/2024

  Hello,
  
  In the past year and a half, we have received your complaints of loud music/noise and smoke smell coming from your downstairs neighbor, but we have not found any substantiating evidence to allow us to take further legal action. On 1/30/2023 you came into the office and complained that the downstairs neighbor was yelling in the parking lot at 4:30am, but you asked the property manager to not address the complaint with your neighbor and to document it for our records. On 8/18/2023, you emailed the property that your downstairs neighbor was using a punching bag. Our office staff called your neighbor, and the bag was removed that day. On 3/7/2024 you reported to the office that your neighbor was playing loud music before 8am. The office asked you to call courtesy patrol if anything like this happens again after hours when we are closed.
  From 3/11/24 to 7/31/24 you reported you called our courtesy patrol company 9 times. Our courtesy patrol has a record of you calling 5 times and those 5 times when an officer came out, they confirmed there was no music,yelling, fighting or any noise to report when at your neighbors door.
  You then came into the office in May of 2024 and complained of bass vibrating or loud fighting/yelling, but your neighbors denied this.Because your neighbors were denying the accusations, our courtesy patrol also confirmed that there was no noise to report, the property manager explained that we need proof or evidence of the noise being excessive and a disturbance.For example, a video or recording of the noise to file an eviction for complaints like these. In June of 2024 you called the office and told the office your neighbor was smoking on their patio. A member of the office staff went to the unit to visually inspect and confirm. Upon arrival the team member did not see anyone on the patio smoking, nor did they smell any smoke. Then on 6/26/24 you emailed a picture of your neighbor standing outside their apartment, but the photo did not show any proof that the resident was smoking.We want all our residents at ********* Village to have the most enjoyable living experience, while being fair and consistent by following California tenant landlord laws.

• Initial Complaint

  Date:01/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with CTL Management. I do not have a contract with this collection agency. They did not provide me with the original contract, as requested.

  Business Response

  Date: 01/12/2024

  ************** -

  CTL Management, Inc. is not a collection agency.  CTL is the management company for the Chamber's Creek Estates apartments, which you resided in from April 23, 2021 through your move out date of November 1, 2022.

  You were provided with a copy of your Residential Rental Agreement at the time of signing, and it was available on your tenant portal for the entirety of your residency.

  As a result of rent not being paid from July 1, 2022 through your departure on November 1, 2022, legal proceedings were started.

  At the time of your departure, you did not provide a forwarding address to the staff.  All communication regarding this debt was mailed to your last known address, to be forwarded by the USPS.

  To date, we have received no communication from you regarding your account.

  Attached are copies of the original request for payment and itemization of charges.