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:02/03/2025

  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 had a lease agreement with N Property Group for my daughter at ************************************************************** from August 1st, 2023 thru August 1st, 2024. The lease required a $600 deposit and there were two other roommates who also signed the lease. I ended the lease agreement on August 1st, 2024 and a replacement for my daughter, ***** *****, took her place and paid a $600 deposit as well. I have requested return of my deposit via email six times starting on September 1st, 2024. Emails have been sent to the following people: ****** ***** VP of Operations N Property Group p: ********************** ********************************* ****************************** F Qiao ************************** Latest email sent today. I was told multiple time that this would be taken care of but still no return of deposit. Copy of email with all details below.From: ****, ******* S <********************>Sent: Tuesday, January 14, 2025 6:35 PM To: F Qiao **************************>; ********************************* <*********************************>Cc: ****, ******* S <********************>Subject: RE: ************************************ - New tenants - ********* school year Good Evening Checking in to see if there has been any progress with the return of my $600 deposit. I am reaching out about my deposit for the apartment located at ***************************. My daughter, **** ****, lived there from August 1st , 2023 thru August 1, 2024. She had two roommates who are still living there and ***** ***** took Leahs place at the apartment and paid a deposit. Can you tell me the status of the deposit return? Please advise on the situation. Thank you. ******************************************************************** ************

  Business Response

  Date: 02/03/2025

  Dear Better Business Bureau Representative,
  
  I am writing in response to the complaint filed regarding the return of a security deposit for *************************************

  N Property Group serves as the property manager for this building; however, we are not the landlord, nor do we hold or control security deposits for this property. The lease agreement referenced in the complaint was not prepared or executed by our organization, and all security deposits were paid directly to the property owner, ********************** LLC.
  
  For reference, I have attached a copy of the lease agreement we have on file, which further confirms that N Property Group is not the leaseholder or the recipient of the security deposit.  While we do not have authority over the return of security deposits, we have made efforts to assist in communication by reaching out to the property owner regarding the status of the deposit in question. We will continue to follow up with the owner and relay any updates we receive to the complainant. 
  
  For further resolution, we recommend that the complainant contact ********************** LLC directly, as they are the responsible party for handling the security deposit.  We also suggest they reach out to their broker, ******* ********, also listed on their lease.

  
  If any additional clarification is needed, please let us know.

  Best Regards,
  ******* **********
  N Property Group

• Initial Complaint

  Date:10/15/2024

  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.

  Repeatedly requested return of full security deposit after daughter moved out of apartment in Jul 24. Family cleaned entire apartment & left it spotless before move out. Actually cleaner than when we first rented it. On 25 Aug 24, N. Property Grp returned $550 of the $750 security deposit. They claimed "excessive cleaning" was needed. Numerous emails back & forth with N Prop Grp repeatedly requesting detailed invoice showing what cleaning was needed. Then they claimed it was being referred to their Mgmt Team. Requested name/phone # of Mgmt Team but was never provided. Company responded & refused to provide detailed bill & claim they don't have to provide me anything under PA law. However, lease states differently. I believe they should provide proof (bill) for what I am being charged for. In my experience, company has a pattern of keeping $200 from out of town renters. They also kept the same amount of money for my other ************** roommate who moved out of another one of the company's rental units in Jun 23 - again under the guise of "excessive cleaning.". Believe this company tries to take advantage of out of town student renters who attend ***************** in ************, ** Requesting your assistance in getting my $200 back.

  Business Response

  Date: 10/25/2024

  Dear Better Business Bureau,

  Thank you for allowing us the opportunity to address this matter. We value our tenants and are committed to fair and transparent practices.

  1. Security Deposit Deduction and Cleaning Standards

  We understand the importance of transparency around security deposit deductions. Our lease requires that properties be returned in the same clean condition they were initially rented. During the inspection, our team noted that additional cleaning was required, and a portion of the security deposit was retained to cover those costs. We wish to clarify that the total cost of turnover for this unit was $1,239.85, but only a small portion was passed on to the tenant.

  2. Request for Invoice
  
  Given the scale of our operation, with approximately ***** tenant turnovers within a single week, we partner with large vendors who perform services across multiple properties. This volume and structure sometimes limit our ability to provide detailed, per-unit invoices. However, we provided an itemized list outlining the necessary additional cleaning per Pennsylvania law and our lease agreement. We regret if our response did not meet the requesters expectations, and we will review our processes to ensure clearer communication moving forward.
  
  3. Issuing a Courtesy Refund
  
  Although we believe the security deposit deduction was applied fairly and in alignment with our lease agreement, as a gesture of goodwill, we are issuing a $200 refund. This refund has been issued via eCheck (Reference #E08C-02A0)  directly to the tenant, as our lease relationship is with the tenant, rather than the cosigner, and we are only able to release funds accordingly.

  4. Allegations of Patterned Deductions
  
  We take any suggestion of unfair practices seriously. Each property is inspected individually, and any deposit deductions are based solely on the condition of the unit. Any consistency in cleaning charges is simply due to the standardized rates applied across units and is not reflective of any pre-determined approach. We strive to treat all tenants fairly, regardless of their residency or status.
  
  We appreciate the opportunity to address this concern and remain committed to maintaining trust and clarity in all of our interactions. Please feel free to reach out if there are any further questions and/or to confirm receipt of the refund.
  
  Sincerely,
  N Property Group

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service 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 a currently living in a complex ran by N Property Group and had all of my belongs trashed from a storage unit that I was occupying. The unit was giving to me by the previous owners ****** Management. On Oct. 10, 2022 an email was sent out stating that they had no record of the units and they needed those with units to contact them to get on a lease or remove the items by the 17th of Oct. . I replied back on Oct. 11, 2022 to the person who sent the email directly because I had a separate issue with mail be stolen and addressed both issues on the email. My email did not get answered and there were no follow up emails or communications about the matter and on Nov. 14/15, 2022 all of my personal items were thrown out and basically the response to this behavior was that there was nothing they could do because they sent one email and my response email went to her spam.

  Business Response

  Date: 03/21/2023

   I did confirm that the tenants items were disposed.  It was not done intentionally and I believe there was an issue as the original email sent referenced stolen mail, so it was missed.  *** ***** was then contacted by ****** *****, from our company and included here, to address the situation and offer a credit.  *** ***** indicated that amount was not sufficient.  We asked her to indicate what she was seeking and, to date, we have not received a response.