Complaints

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

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  Morgan Properties

  160 Clubhouse Rd King of Prussia, PA 19406-3300

• 

  The Arbors at Edenbridge

  8309 Arbor Station Way Parkville, MD 21234-4919

• 

  Carlyle Apartments

  500 W University Pkwy Baltimore, MD 21210-3200

• 

  Morgan Properties

  8246 Church Ln Windsor Mill, MD 21244-3208

• 

  Morgan Properties

  3000 Wallford Dr Baltimore, MD 21222-2611

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:06/13/2024

  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 had a terrible living experience at ********** at ********************* Homes. Throughout the duration of my residence, I was plagued with pest issues including a mouse infestation and ants in my restroom. I was advised by the maintenance team that the only way I could avoid the mice was to 1) get a cat or 2) to leave. I decided to leave. However, the mice caused a lot of property destruction, and the move-out charges reflected on my account are requiring me to pay for the replacement of the carpet. I already sent the photos I have to the leasing office, but no one ever responds to my emails or phone calls. Therefore, I'm hoping the corporate office can help. I was charged an alarming $941.76 amount for the replacement of the carpet. I would like this money returned to me, as I have multiple maintenance requests and photograph proof that it was caused by the pests in the community. I do not want to involve my lawyer and am hoping we can come to an understanding on this matter. I am not even touching the plethora of issues within this community (bait and switch apartments through management, filthy community areas, lack of control of heat/AC and required having an AC unit installed so it didn't get up to 90 degrees, unexplained ledger charges, etc.). I just want my security deposit returned.

  Customer Answer

  Date: 06/13/2024

  This has been resolved. Thank you kindly.

  Business Response

  Date: 06/18/2024

  Hello,

  Thank you for bringing your concerns to us. We sincerely apologize for the issues you have encountered during your stay with us.

  Upon reviewing your account and the circumstances outlined in your complaint, we understand your frustration regarding the pest issues, specifically the mouse infestation and ants in your restroom. It is regrettable that despite your efforts and communication with our maintenance team, the situation was not adequately resolved in a timely manner. We acknowledge the inconvenience and stress this has caused you.

  
  Regarding the charges reflected on your account, particularly the $941.76 for carpet replacement, we have reviewed the photographs you provided to the platform. Based on our assessment and the evidence provided, we will be processing a refund of the amount charged for the carpet replacement. Additionally, we apologize for the lack of responsiveness to your emails and phone calls. We are committed to improving our communication processes to ensure that all resident inquiries and concerns are addressed promptly and effectively. 

  We value you as a resident and sincerely regret that your experience did not meet your expectations. We are taking steps to address the broader issues you mentioned within the community to prevent similar occurrences in the future. If there are any further concerns or if you require additional assistance, please do not hesitate to contact me directly at ****************************************

  Thank you

• Initial Complaint

  Date:06/10/2024

  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.

  Is it in the interest of Mirgan Properties to ask for children's ***** certificates for pool passes? I was told that for my toddler to get a pool pass I needed to bring in his birth certificate. I find this an unusual request for PII. I've contacted the property manager but have not heard back. Providing his birth certificate was not in my lease nor was advance notice given.

  Business Response

  Date: 06/12/2024

  I recently communicated with the resident via email, emphasizing the policy of providing birth certificates to add minors to the lease. The resident promptly submitted her birth certificate, and as a result, her son has been successfully added to the lease. Additionally, the pool passes are now available for pickup.
  
  I consider this matter resolved. If you have any further questions or concerns, feel free to reach out.

• Initial Complaint

  Date:06/10/2024

  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.

  Synopsis Former apartment management is holding security deposit and claiming damages and unpaid charges of $1440.00. We were denied a request to do a close out walkthrough. We agreed to pay for carpet cleaning. They indicated they are replacing the carpet at a rate of $841. THEY HAVE REFUSED TO SPEAK TO US TO CLARIFY THE CHARGES IN PERSON AND/OR OVER THE ****** WE RECEIVED THREE DIFFERENT BILLS WITH DIFFERENT CHARGES.

  Business Response

  Date: 06/17/2024

  Hello,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by our former resident regarding the security deposit and alleged charges.
  
  Firstly, we would like to clarify that we have communicated with the former resident via email to explain the charges in detail. The charges include:
  
  1. We are adding the cost of is $841.70 due to life expectancy of the carpet. As the carpet in the unit was only 7 months old, a charge equivalent to 53 months at a rate of $15.88 per month was applied. Unfortunately, multiple stains were found on the carpet that could not be effectively removed. 
  2. The remaining charges, include unpaid rent and utility fees. These charges were itemized in the detailed invoices sent to the resident prior of their moving out. 
  
  We regret that the resident's request for a close-out walkthrough was denied. This was due to scheduling constraints and current policies. However, we believe that the detailed invoices provided via email serve to clarify the nature and breakdown of all charges. We acknowledge the discrepancies in the three different bills sent to the resident and sincerely apologize for any confusion this may have caused. To resolve this, we have sent a final, corrected invoice to the resident with an accurate breakdown of all charges. We remain committed to transparency and fairness in our billing practices. While we have refused in-person or phone discussions to ensure consistency and proper documentation, we have been responsive via email and are open to further email communication to address any additional concerns the resident may have.

  Thank you for your understanding.
  
  Sincerely,

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

• Initial Complaint

  Date:06/07/2024

  Type:Facilities Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked to have an issue in the bathroom corrected. It appears to be moldy. This has been brought to their attention on 2 occasions and not a word from the rental office. Asked to have the foliage by my front door trimmed. I have to duck under a tree and sidestep a **** to get in my apartment. I have asked for then to be trimmed so they don't obstruct the entrance to my apartment. Also asked for the entryway to be sprayed by pest control because with all of the foliage comes bugs. I don't want them getting in my apartment. I have spoken to the property manager, ********, and sent 4 - 5 emails asking that the foliage gets trimmed and sprayed by pest control. I was told it would be getting done the following Friday. That day came and went and nothing was ever done. Today is the 2nd Friday since I was told it would be done. Still nothing and now ******** refuses to reply to email.

• Initial Complaint

  Date:06/06/2024

  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.

  Morgan Properties.com ***** ****************** Professional&#***; &#***;The Apartment at **************#***;&#***;***************************************#***;&#***;Offc # ************ / ************&#***;&#***;*******************************************&#***;&#***;Re: Refusal to Return A Reservation Deposit of $100.00 on An Un-Acceptable Apartment in An Unsafe Building After paying $25.00 non-refundable application fee, and waited for the approval of my application, I was requested to pay Reservation Deposit of $100.00 for an apartment that to see to be applied to the first month if I accepted the apartment or refunded if the apartment was not accepted.Since the apartment was being re-hab for me or any future residents, it could not shown, after many requests, nor was the address or location of the apartment given in the many communities of the apartment-homes.Both fees were paid via my B/A **** charge account on May 4, ********** several requests, I was finally given the apartment address,after also receiving an email of The Welcome Letter, stating the other tasks I was expected to do, involving my time and money, without seeing or accepting a re-hab apartment.Of course I could not accept the apartment as a senior widow living alone, for the it was NOT safe from the outside, even though I did not see the inside.~Yes, this book was judged by its cover!I want to send you electronically the email[s] that I sent to Diamond ******************** in less than 72 hours of going To see the community independently one evening, as I refuse the apartment.Please advise me as to who and/or what office I should email the documents of the communications for my complaint, for their un-ethical action in refusing to return my deposit of $100.00.Sincerely,************************************ Cc: file

  Business Response

  Date: 06/07/2024

  Hello,

  ******************************** initially came to the community on 4/11/2024 to tour an apartment home which she was shown. ***************************** returned to the community on 4/26/2024 and was shown a second apartment and submitted an application.  ********************************* application was denied on 5/1/2024 for insufficient proof of income.  ****************************** returned to the office on 5/3/2024 to re-apply as she was able to provide sufficient proof of income.  ********************************* application was approved on 5/3/2024.  The approval letter along with the address and details concerning her pending move was emailed to her on 5/3/2024.  A follow up email was again sent to ***************************** on 5/6/2024 as she did not sign the required time sensitive documents.  ***************************** sent an email on 5/9/2024 cancelling her application.  ***************************** came to the community and was shown two apartments in different buildings, neither of which have secured entry. ***************************** was not able to see the second home she applied for as the home was not ready; however,  ***************************** was given the address to the home she was scheduled to move into on the same day as her application and approval, 5/3/2024.

  The application she signed on 4/26/2024 and 5/3/2024 both state the reservation fee will be charged at approval.  Application fees are not refundable.  Applications should be cancelled within 72 hours of the application date for a full refund of any additional fees.  ***************************** did not cancel her application until 5/9/2024, 6 days after submission therefore she was not refunded the $100 reservation fee.

  Thank You

   

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 8, 2024 I applied for a rental unit in Morgan Place Apts. for myself and my husband. My husband works out of state for monetary purposes, but he still comes home frequently to see his wife. I explained that to the leasing agent at the time I went to look at the place. So they were aware that he worked in ****************. AT NO TIME DID ANYONE SAY HIS INCOME HAD TO BE FROM **************. So I paid for 2 applications, one for each of us, totaling $102.95. On that same day I received an email stating, "CONGRATULATIONS" YOU ARE CONDITIONALLY APPROVED". I was told that when I was approved that I had 48 hours to get the administration fee paid. The email that I received stated that " Final verification of your application requires completing the following items prior to Final Approval." The items were in order, 1, receive credit status, 2. deposits and fees, 3. lease. I did not want to miss the **************************************************** so I paid the $200 fee, being $100 for each person. I went into the office to talk about next steps and was told that on their end that my file was in review. I showed them the email that I received. They said it may be taking them a little longer because your husband is new to the country, to get his background check done. I explained that I didn't want to miss the 48 hour window to pay the administration fee so I had paid it already. So I had to wait for them to finish my husband's credit report, I guess. The next day, I received a letter saying that because my husband did not make North Carolina income he didn't qualify for the lease. Also, I didn't make 3 times the monthly rent to qualify by myself. So I asked if I could get my $200 back because they had done no admin work, ie creating a lease, keys, etc. I was told it was non-refundable. So I added my daughter instead, because she had the income. I told them she was just there for the income purposes. I paid $52.95 for her application. She was denied.

  Customer Answer

  Date: 06/30/2024

  I am living on a fixed income, with little support from my husband because he is new to the country. I NEED that $200 back to pay my bills since I did not get the apartment. I understand that processing fees are non refundable, but the Administration Fee is a different fee. There were no administration duties done. The $156 that I paid for 3 background/application fees, I understand that is non refundable. I am not asking for that back. I am struggling trying to make up for lost money that were not used for the intended purposes, administration duties. 

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

• Initial Complaint

  Date:05/29/2024

  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.

  i lost my fiance and father tragically this year, its taken a huge toll on me being a single parent with a special needs child and dealing with grief. I ended up back on rent and went to court for it. the rent collection specialist was the biggest help and got me rental assistance. my rent was paid with proof and i had a remaining balance of $109.00. the very next day my rent portal showed i owed over $1700 which baffled me due to the fact that it was JUST paid. nobody had answers. im not allowed to make payments online so i didnt make the payment. im just getting back to work and now im facing eviction when my case worker confirmed multiple times that the money covered 97% of my past balance. i cant be homeless, i have no remaining family and i have 2 mentally disabled children its causing a lot of stress

  Business Response

  Date: 06/04/2024

  The rental assistance that the resident received covered all but $8.20, which the resident was responsible for paying. This amount along with the rent, fees and utilities for *** 2024, totaled to $1629.06. On 05/01/2024, the resident made a payment in the amount of $1520.00, which left her with a balance of $109.06. On 05/06/2024, the payment made by the resident in the amount of $1520.00 bounced and resulted in the resident receiving a $72.15 late fee and a $25 non-sufficient funds fee, bringing the balance for *** to $1726.21.
  
  
  The above situation was explained to the resident multiple times. On 05/09/2024, the resident denied making the $1520.00 payment, stating that she did not know who made the payment on her account and requested that management remove the $25 non-sufficient funds fee.

  The resident met and spoke with the Property Manager on 06/03/2024. While discussing the delinquent balance, the Property Manager explained the above situation to the resident again. The resident stated that she already knew and that she had already reapplied for rental assistance for *** and Junes rent.
  
  
  The resident has bounced 3 payments in the last 3 months. Due to this the resident is no longer able to make online payments, however the resident was given other payment options to make her rental payments. 

• Initial Complaint

  Date:05/17/2024

  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 received an email stating I requested pest control maintenance and they would be there on Tuesday, 5/7. I submitted an email request on Sunday, 5/5 that I did not want pest control there on 5/7 as a previous time they were there without me they left a bag full of poison on the floor and my dog ate one requiring emergency vet assistance to keep him alive. Pest control still came on 5/7 and proceeded to lock me completely out of my apartment. The door has a dead-blot with a keyhole on the outside (the one he had to unlock to come inside) and a doorknob that can lock on the inside but has no keyhole on the outside, which is the one he chose to lock upon leaving. This resulted in him completely locking me out of my apartment even though I had my keys. Emergency maintenance never called me back while I was panicking about trying to get inside to my psychiatric service animal. Cops came to inspect the situation and said all they could do was break the door down which maintenance had called him and told him would result in them fining me $1,200 (even though this was their fault). My father came and drilled through the doorknob to get me inside finally around 9:30 PM that evening, resulting in my dog not going out or having water and food for over 12.5 hours. I had a meeting with the assistant property manager on Tuesday 5.14 about everything that has happened in the last year here and asked for some sort of compensation as making it physically impossible for me to unlock my apartment is a clear violation of tenant right codes. They emailed me today that they will not be doing anything about this.

  Business Response

  Date: 05/30/2024

  Dear Resident,
  
  We are so sorry about your last experience with your door lock. Our maintenance team,contractors and vendors must have access to the front apartment door all the time in case of emergency, pest, or maintenance request. therefore, the main apt door must be always accessible for the services to be rendered. All apartments' patio side doors have k*** lock with no keys. Since the main unit door was locked from inside with chain and a security bar, you did not notify the office that main door was locked from inside and you were exiting and entering your unit from the patio door. To avoid any future issues, please make sure to send an email to the office 24 hours (business hours) before the service day.

  Thank you

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

• Initial Complaint

  Date:05/16/2024

  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.

  Lease violation

  Customer Answer

  Date: 05/20/2024

  Contract towing towed my car 2 hours after it was purchased. In my lease it states it has to be 48 hours before they can tow but they came two hours after my car was dropped off at my apartment complex and my leasing office was closed the time it was dropped off so we couldnt get the parking passes till the following morning thats when we realized the car was gone. They still made us pay $240 to get it out they also called the police on me and my family lied and said we was threatening them to prevent us from getting our car even with payment. 

  Business Response

  Date: 06/10/2024

  ***********************, a tenant at ************************************, had her vehicle towed for not being operational and lacking valid license plates, as per the signed parking policy. Despite the towing aligning with established rules, ****** was very upset and dissatisfied. Better communication on her part before purchasing the vehicle might have prevented this issue. Documentation, including the parking addendum, community rules, and photos of the towed vehicle, supports the action taken.

  Business Response

  Date: 06/10/2024

  Please see Parking Addendum signed by ***********************. 

• Initial Complaint

  Date:05/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living at ********************************************************** owned and operated by Morgan Properties since May 20, 2021. From the beginning I had issues with my upstairs neighbors and excessive noise. I made numerous complaints to the office which most of the time went unresolved. I had to endure extreme noise, sleepless nights and anxiety due to the excessive noise. Due to COVID, I was working from home most days and unable to have peace while working due to the noise. At times I had to call & email daily. It got so bad in November 2023 and December 2023 I had to call the police two times. At this point the rental office finally told me I could move to another unit in another building. I accepted for my own sanity however they charged mw all the fees I had already paid again, including a non-refundable pet fee of $300, they change me rent at both locations for an overlapping week in December even though I had moved, They charge me a new security deposit of $700 (non-refundable) higher than my original of $99 and I had to pay to transfer my utilities and I had to pay movers over $400. . All because of an extremely noising neighbor that they did nothing about. On top of all that, they then mistakenly filed a lawsuit against me in Maryland District Court for Failure to pay rent in December. This was admittedly filed in error. However, I still had to use leave and take a morning off from work to go to court to ask the judge to expunge it from my record. That whole incident cause me extreme stress and anxiety on top of what I already endured. I am requesting that they reimburse me for my Pet fee I already paid ( twice), they week I was charged double rent for both apartments, the new security deposit, the cost of requesting a hearing for expungement ($5.79 certified mail), the money I lost taking a morning off from work ( 3 hrs @ 60/hr = $180), plus parking fee at the courthouse and gas to the courthouse. Lastly, reimbursement for the movers.