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Business Profile

Property Management

Empire Property Management Group LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/03/2025

    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 lived in *************************************************************************** and when i bought a house i broke the lease but i did everything that was sated on the lease if i wanted to break it. it said i would be paying month to month until someone else moved into the apartment, but they tried to charge me ******* year and when i contacted them they said it was a mistake but just pay month to month until someone moves in. when i saw that they got someone February 8, 2025 i called them and was told that they would update my file stating that i no longer owe them anything and i would get a letter. but two weeks later i heard nothing from them and when i try calling they would avoid my calls and forward me to voicemail. when i used my work phone they would answer and make excuses when they found out it was me. then they blocked my work phone. i believe they are trying to send it to collection which seems like a scam. when i went to the location they was closed
  • Initial Complaint

    Date:01/27/2025

    Type:Customer Service Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have been renting from empire management for 6 months now and we have had nothing but problems and lies. First we were told (and was advertised as such) that the unit had central air (a.c.) and did not. Then they fought us on it for weeks until we provided proof it was false advertising on the site we went through to rent this property, then they decided to buy floor rolling AC units for only the ground floor and top floor. On top of this we were told that the 3 broken and unsafe windows were going to be replaced before move in. They werent. The window was so bad and broken in my 9 month old daughters room that rain was LITERALLY pouring in her window at night and there was no frame to the piece of glass they called a window (not a joke. It was literally a piece of glass) so it would reek of mildew for days. When I called to continually complain and put in repeated maintenance requests I was lied to over and over about measurement's, costs, lack of necessity. LACK OF NECESSITY FOR A MOLD RISK IN A 9 MONTH OLDS BEDROOM. This business is run by nothing but (pardon my language) pieces of human dog s*** They are all disgusting sub human a******* that dont care about anything or anyone but their property owners money. If I could get in contact with anyone at the company without waiting weeks I would try and get the last window fixed but they now just ignore my calls and literally delete my maintenance requests.
  • Initial Complaint

    Date:08/27/2024

    Type:Customer Service Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On September 2023 a male employee from this company tried enter my residence after I clearly told him on my ring camera he was not allowed to. I immediately contacted Empire property and told them my children were home alone and this person couldn't go in.A few hours later I arrived home to find this same man trying to make his way inside with a key while my children are watching terrified, he was told by empire property management to enter the house anyway, violating the custody of my children. Sadly months later there is a man that works for them up in a ladder who clearly can see throw my kids bedroom. When i asked the company why I wasn't notified so I could be prepared and close my kids windows, they had no idea who was there or why.They do not pay utilities on time, I requested a bill to make sure what I'm paying for and they sent me a letter of nonpayment, but still will charge late fees to residents and send them to court. I was told by then that the utility companies do not have a say when it comes to this, so far I have found they are charging the account balance and total balance as two separate months. My kitchen floor has been broken due to a tree falling during a snow storm in February. The tree has been an issue for years and they refused to take it down, branches kept falling and hitting the property way before this incident. It is August and they removed the work order as if the issue has been fixed.

    Customer Answer

    Date: 09/03/2024

    Empire property is not billing or paying utilities on time. I requested bills to make sure of what Im paying for and they allegedly did nit have the bills, they sent me late payment notices from the utility company when they allegedly pay for those services first. 
    They have been charging tenants late fees for this utilities they are not paying on time and should not be passed on to tenants when we are not allowed by empire to have this bills and pay directly to the company. 
  • Initial Complaint

    Date:07/15/2024

    Type:Service or Repair 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.
    The property is overgrown and in disarray. The weeds cover the entire yard and are over 6 foot tall pushing on my fence. I have contacted the management company several times a week for several weeks with no response. I have tried to speak with the tenants, but they are aggressive and rude, the tenants behavior has become aggressive and harassing towards my children. I have reached out to the management company about this as well and have yet to hear back about my complaints or request.
  • Initial Complaint

    Date:05/04/2024

    Type:Order 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.
    The company sent a new lease and made several unreasonable changes, increased the amount by nearly double but more upsetting was the lease stated I did not have a security deposit which I do. I spent a great deal of time and effort establishing that they do in have my security and pet security. The lease sets tayt if not signed by the 5-1-24 renewal date I would expected to be moved out. I do not want to move as I have a daughter in school. The company refused to update my lease to reflect the security. Then I paid the amount shown I owed on 4/30/24 and it sent me a fully paid message. On the 3rd of May I look at the app and see that the company is claiming I owe and Im late. This is completely false. In the new lease the company states they will start eviction proceedings on the 4th late. Im order to avoid unlawful eviction proceedings I paid again. They are making my money disappear and I need a recourse. This has to be fraud of some sort.
  • Initial Complaint

    Date:04/26/2024

    Type:Service or Repair 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 signed a purchasing agreement with a dishonest seller. Their seller's disclosure was filled with lies and inaccurate information. When I called them out for their lies (photos of the damage combined with the false seller's disclosure), they doubled down and are now attempting to illegally withhold my deposit. What they have done is in violation of state law. The address of the property is ****************************************. The agent's Name is ******** De *****.
  • Initial Complaint

    Date:04/03/2024

    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.
    I was a tenant at ********************************************** ***** an apartment complex that was previously managed by Empire Property. The building had parted ways with their services on 2/29/24 the date we had moved out of the unit. It was taken over by **************************************** management, by law landlords have 30 days to return the security deposit, however empire had taken responsibility for the security deposit via email and my new forwarding address was confirmed to be received. Now over the 30 day period we have no conformation or even a contact that will answer our calls and the manager will not return our calls. Also this is not the only occurrence of their lack of communication or respect of the law they made us live in an apartment that flooded everytime it rained for 6 months and when they finally moved us into another unit that didnt have heat for 4 months and I still paid full rent while they refused to correct either inhabitable condition. In the event I need to take legal action I would like it documented that this company refuses to follow basic property law and does not care about their tenants. The amount of the security deposit was $2,175.00 plus the personal affects that were damaged over the 6 month period that the unit flooded with over an inch of water.
  • Initial Complaint

    Date:02/28/2024

    Type:Customer Service Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ****** was required to pay two security deposits when she moved in to *****************************. We lived there for a year and a half. We certainly did have some maintenance issues as well as quite a handful of bug and rodent issues, but we were all still appreciative to have the place so everything was working out. She was always on time with the rent. That was very important to me.Because of the location, it was a little dangerous for my boys and I began thinking of moving.Fortunately, a family friend had a place available soon that he could rent to her and her boys. So, in May of 2023, ****** called Empire right away and was told she was required to give a 70-day notice if she wanted to move out before the year lease ended, without penalty. The lease had said 60 days but I was going by what she was told.So, she asked if there was any way we could move out before the 70 days. If not, it was ok, she just wanted to check. She always wanted to keep things on the up and up and be completely truthful with Empire. On the phone, Empire asked me when would she like to move out.So, she said July 2023. He said let me check with his supervisor. He checked with his supervisor and said it was fine because they can easily rent out that apartment, it is no big deal. She took that as an agreement as I am sure you would, assuming you are dealing with an honorable company with integrity. If you are told something like that by a representative of the company, it is only natural to assume they are being truthful. Word is bond.So, June 30th, 2023, she left that apartment in immaculate condition. This was confirmed via text by Empire on June 30th, 2023. Then, to my horror, Empire told her she was in breach of the contract and would not be getting my security deposits back. This is devastating. So far, we did get the second check back as it is illegal for them to hold a second security check after one year for a tenant.We are needing the other security check back.Thank you.
  • Initial Complaint

    Date:08/01/2023

    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’ve been renting my apartment from empire for two years with nothing but non stop disgusting uninhabitable living conditions. First it was mice and mice droppings. The unit they rented me had many many mice holes and holes in the walls the mice were coming through which should have been fixed before they decided to take anyone’s money. The next problem is there has ALWAYS been roaches in my unit, not matter how many times they have sent an exterminator it persists. The third and final problem is they did not replace ground wiring in my unit for 30 years and so it’s gone bad and is now causing my sink to electric shock me. I am now going to file a lawsuit against them. I will not take any more apologies. And YES this company will discriminate if you are a single mother.

    Business Response

    Date: 08/24/2023

    Tell *** ******** has been a tenant with us since October 2021 and we have been treating for pests in this building regularly since even before *** ******** moved in as is the case in many buildings in this area of Allentown unfortunately. As we know, effective pest control relies heavily on the cooperation of all of the residents of the property to prepare properly prior to the technician's visit and to maintain a clean living environment. It is also imperative for all residents to cooperate and allow access to their units at the time of the technician's visit so that treatments can take place. 

    Preparing for the technician's visit includes  moving belongings away from the walls and emptying cabinets as much as possible so that the technician can get into those areas with his spray and traps. After the treatments, it is important that a thorough vacuuming is done so that the dead bodies of the pests are removed as they can become food for the ones that still remain. Keeping food secured in air tight containers and removing garbage as well as cleaning regularly are all important factors in helping to control and eliminate the problem. 

    Over the many months of treatment, there have been as many times that *** ******** has not allowed access to her unit as she has allowed access  making  it that much harder to combat the problem. In addition to simply not responding when attempting to confirm dates of treatment with her or declaring that there was no further need for treatment as she was not seeing any more activity, the lack of assisting in the preparation for the technician's arrival or proper maintenance of her unit all combine to make it that much more difficult to solve the problem. 

    *** ******** is not the only tenant in the building and is certainly not the sole cause of the problem and I don't mean to imply in any way that she is. She is one of many in the building that contribute in the same manner to the problem. The owner and our management company have been working to eliminate the problem at the source and will continue to do so until it is resolved. I appreciate *** ********'s dedication to keeping us informed of the matter and would greatly appreciate her assistance as much as she is able to provide toward helping to resolve the problem. 

    With regard to *** ********'s complaint about the electric, it would appear that maybe *** ******** has a misunderstanding of how electricity works and how the grounding of the system is done. My master electrician took the time to personally explain to her how it works and show her how the bonding of the ground for the building and the grounding of electric  panel prevented the shocking that she described. As a precaution, the city had us perform a thorough inspection of the electrical system following her complaint and cleared the building of any electrical concerns. Neither the Master Electrician, nor the city's electrical inspector had an explanation for the shock *** ******** described receiving so, unfortunately, I am unable to address that directly.  After our investigation we were unable to recreate the scenario she described. And after numerous attempts and verifying safety measures were in place, we were confident there was no problem. 

    To address the accusation of discrimination against a single mother is to give it credibility and that is the farthest thing from the truth. So I will not. We comply with all Fair Housing Rules and Regulations. 

  • Initial Complaint

    Date:07/25/2023

    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.
    ******** ** ***** sold us a property that she had managed for years knowing that the tenants were drug dealers. Their had been 4 raids from end of 2021 until February 2023. She failed to disclose this to us and we proceeded to purchase the property. We have had failed attempts at evicting the tenants due to lease being in place. When we pressed the issue with her, ******** dropped us as property management clients from her company Empire Property Management. We moved to another property management company and she has withheld all rent paid by tenants and all security deposits for our properties. She then invoiced us fake bills claiming that she did outstanding maintenance on the properties after she had already dropped us as clients. She was not suppose to do any maintenance on our properties over $300.00 without prior consent from us. We now know she did they to keep all of the rents and security deposits. ******** or anyone from her team refuses to return any emails or calls.

    Business Response

    Date: 08/04/2023

    Thank you so much for the opportunity to respond to this complaint. 
    It is true that *********************** did purchase a property that Empire had previously managed prior to this purchase however, ******************************* did not sell it to him, he did have his own Agent. ******** was the selling agent representing the seller not ************* in the transaction. It is also true that ************** had decided to keep Empire on as the property manager after his purchase was complete. I cannot speak to the validity of the drugs or the raids he speaks of in his complaint as we are not privy to that information as Property Managers. The city does however, have an ordinance that we must enforce called a disruptive conduct ordinance. If a tenant is reported to have participated in disruptive conduct three times within a twelve month period we are required to file for an eviction from the property based on those reports- however, no tenant in this property had been served with such to our knowledge. We do follow all fair housing laws and follow the lease that both the landlord and tenant agree to at signing. As per our management contract, we did provide ************** with a 30 day notice to end our services at that time. A letter had been sent with a 30 day notice that management would be terminated at the end of the following month on May 31st this same letter was sent to approximately 40 other Empire Property Management Clients as we had made a decision to downsize our clientele list. On June 1st a conversation was had with ************** about what he would like to see done over the next 30 days. Our organization handled all day to day business for ************** - From collecting rents, paying bills, communicating with tenants & vendors. When we spoke we asked if he wanted us to stop projects and start to close out the property as of that day or work until the last of the 30 days in order to complete as much pending work as possible before he transferred to the new management company. He stated that he wanted as much work to be done on any pending projects as possible therefore maintenance over ****** would be taking place. He wanted us to also continue to show and attempt to lease his vacant unit. There are no fake bills, only invoicing for the work that ************** requested.
    We had communicated with the representatives from the new property management company and they had been introduced to us by ************** on June 7th as the people who would be taking over Management. We sent ************** and this organization copies of ledgers as well as copies of any payments made to us in excess. On June 13th, we sent copies of all leases and a rent roll for all properties, nothing else was requested at that time. June 29, the new management company requested keys to the buildings and those were provided by a team member via lock box codes and keyless entry codes the following day on the 30th.  
    ************** and both representatives of the new management company have followed up since June 30th and have been told that our accounting team is working to getting security deposits released ASAP. We have offered to answer any questions they have in the meantime and hope to have all funds released as soon as we can. However at this time - ************** holds a deficit with our organization due to the work he requested us to complete on a property that he purchased on his own accord. All of the bills that are itemized on the statements presented come with invoices/backup to show the specifics of the billing if there are any questions that he may have. 
    Thank you again for the opportunity to respond. 

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