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:10/07/2025

  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.

  $3100 deposit was made by three tenents May 2024 to ********************* property management. Millstone Property Management took over the lease during the term. One of the tenants, ****** ********, has moved out and a new room-mate has moved in. ****** has not been given her security deposit back. The other two room-mates are being asked for an additional security deposit. In this complaint, which will get filed in court, ****** ******** is due back her $1050.00 security deposit. The company does not respond by phone, email, or text.

• Initial Complaint

  Date:10/01/2025

  Type:Billing 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.

  This is my first rental experience in the **** On August 5, 2025, I made a single rent payment of $1,972.50. Due to a system issue, this payment was returned. The propertys system split it into two returned transactions. I was then forced to pay two separate $50 returned fees, totaling $100.If the system had split it into 10 returns, would I be forced to pay $500? The propertys excusethat the fees come from Buildiumis unacceptable. I signed a lease with Millstone. The property manager cannot hide behind a third-party platform to impose arbitrary penalties on tenants.I did not move in until August 21st, yet I was forced to pay rent for July ($672.50 total). This is an unconscionable lease clause that unfairly enriches the landlord. No paper lease copy was ever provided to me, raising concerns about whether the landlord is complying with Pennsylvania landlord-tenant disclosure requirements.This stonewalling behavior has left me in constant fear of new arbitrary charges. I am unable to sleep, suffering anxiety and depression. I feel trapped and coerced, unable to leave without paying an additional $400 sublease fee. It amounts to psychological coercion and harassment, leaving me feeling unsafe and desperate in my own home.I formally demand that Millstone Property Group:Refund all wrongful charges:$100 in returned payment fees,$672.50 July rent. OR allow me to terminate the lease without penalty. The proposed $400 sublease fee is unacceptable because it is Millstones own misconduct that has forced me into this situation.Under the Pennsylvania Landlord and Tenant Act and Consumer Protection laws, landlords cannot impose unconscionable, fraudulent, or arbitrary fees on tenants, nor can they ***** responsibility by blaming third-party vendors. If this matter is not resolved, I will escalate by: Filing a complaint with the ************************************************************. Initiating a case in ****************************.

• Initial Complaint

  Date:08/31/2025

  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.

  Our apartment was in poor condition upon move-in, they have told us that the unit wasnt in the condition it was in. they have made next to zero effort to fixing defects and damages over the last month. Maintenance has been scheduled to come out multiple times, and many of those appointments were cancelled, or they never showed and later marked out complaints as completed. they refuse to pro-rate our rent for the multiple days we were not given access to the property after the start of our lease.

• Initial Complaint

  Date:08/27/2025

  Type:Billing 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.

  Our lease ended on 7/26/2025. One of the roommate abandoned some furniture in the apartment upon moving out. The company is charging us holdover rent for $300 a day amounting up to $6,700. They are also charging us $500 for lock replacement stating not all the keys were returned when there is photos of them all in an envelope and placed in the mailbox for them. No one was living in the apartment for holdover rent to apply. A holdover charge is only applicable if a tenant stays physically past the date of the ending on the lease. Utilities were scheduled to be turned off on 7/28 (which they were). We can not get any responses to the plethora of emails we have sent to them. They have also deleted our portal accounts, so we can't even pay anything. They have also sent the bill to collections because we are unable to pay due to them deleting our accounts.

• Initial Complaint

  Date:08/20/2025

  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.

  Renting a unit from them that was supposed to be professionally cleaned and fixed before my lease start. There was ice frozen in the freezer bin, mold in the washer and the water dispenser in the fridge, dust *****, dirt, hair, and grime. I sent photos and asked for them to remedy, and they even reached out to the cleaning vendor who could not provide updates they actually cleaned and they are refusing to clean and replace if I dont pay for it. I moved in on 8/2 when I documented all of these issues.

• Initial Complaint

  Date:07/08/2025

  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.

  The apartment was originally listed at $2,300, a price confirmed by the touring agent. My roommate and I each paid an $80 application fee. After submitting our applications, we were informed that the actual rent was $2,600. We asked **** for either (1) an adjustment to the originally advertised price or (2) a refund of our application fees. **** declined both, stating that the fees were used for background checks and were non-refundable.Given this, we chose to transfer our application to a different JBMP apartment. Once approved, we received a mock lease without any listed costs. A separate email included a general financial breakdown, which contained several errors. We were also required to pay a $2,300 holding deposit before receiving the actual lease. We paid the deposit, and the official lease was sent to us on June 25, with a signing deadline of June 29.Upon reviewing the lease, we found additional, uncommunicated charges. I contacted **** via email for a clear breakdown and explanation. Despite multiple follow-ups via email, phone, and text, we did not receive a response until June 27. Their reply was vague and did not address our concerns. I followed up again and received no further response.On Monday, an employee finally texted us, but said **** does not operate over the weekend and that we should wait for an email. Shortly after, we were informed that because we hadnt signed the lease by June 29, **** would keep our holding deposit and relist the unit.This experience has been deeply frustrating and unprofessional. ****:Misrepresented the original listing price Refused to refund application fees despite our efforts to complete the lease Provided error-filled and incomplete financial documents Communicated inconsistently and unreliably, even during business hours We later learned that many other renters have faced similar issues with ****, raising serious concerns about their business practices.

• Initial Complaint

  Date:07/05/2025

  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.

  The apartment was listed for $2300 which was confirmed by the touring agent. My roommate and I each paid $80 for the application. Upon submission, we were informed that the listing price was actually $2,600. We requested either (1) an adjustment to the originally listed price, or (2) a refund of our application fees. **** declined both, claiming that the application fees were used for background checks. Since this was non-refundable, we decided to look into another apartment with JBMP and transfer this application to a different apartment. Once approved, they sent a mock lease with no costs listed. A separate email included a general financial breakdown, which contained multiple errors. We also needed to pay a $2,300 holding deposit to secure the new apartment before they would send us the actual lease, which we paid. We received the official lease on June 25, due on June 29.Upon reviewing the lease, we discovered additional uncommunicated charges. I sent emails to **** asking for a breakdown and clarification. Despite multiple follow-ups via email, call, and text, we received no response until June 27. Their response was vague and failed to answer our questions. I followed up again, but received no reply.On Monday, an employee finally texted us, but our emails remained unanswered. They replied that **** does not operate over the weekend and we need to wait for someone to respond by email. They then emailed that since we did not sign the lease on June 29, they will be keeping our holding deposits and putting the unit back on the market.This has been a deeply frustrating and unprofessional experience. ****:* Misrepresented the apartment price * Refused to refund fees despite our efforts to finalize the lease * Provided an incomplete and error-filled lease * Responded slowly or not at all, even during business hours We discovered that many other renters had similar experiences, raising serious concerns about this company's practices.

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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 moved out of an apartment on 5/26/2025. My portal/account access was deleted with a remaining balance of $0 after moving out. I received an email a full month later that I was being sent to collections for an overdue balance on my account. I am unable to look at the amount or pay it due to not having access to the portal. I have called multiple times, emailed, texted, left voicemails, and have NOT gotten response once regarding this. I never got a warning about an unpaid balance. I have picture evidence of owing $0. I have pictures of receipts and bank statements of every single month that I paid rent.I am still awaiting my security deposit which I should have received within 30 days, as that is their policy. Additionally, I have a video of the unit I left in perfect and clean condition. It is IMPOSSIBLE to get in contact with anyone from this company.

• Initial Complaint

  Date:12/30/2024

  Type:Billing 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 pay the electricity bill due to **** property every month. A few days ago, they suddenly sent us an email, asking us to pay a management fee of 500 dollars. Before that, we did not know about the property and never told us that the property would charge a high service fee, which is similar to our monthly electricity bill. That's equivalent to two electricity bills a month. I think this service fee is too much, and the property management did not fulfill the obligation of reminding us. We did not send an email until half a year after we moved in. I think the property management wanted to make money from the residents on purpose, and we are all Chinese, English is not our first language, we know nothing about these things, and these fees were not written into the contract. Second, I think the property management has been harassing us. Since we are not prepared to renew the contract, they send emails to us almost every day to tell us that someone has come to see the house, but actually only once someone came to us, and directly gave the password to the intermediary without our consent, and directly brought the person in through our door, which seriously affected our normal life and privacy. My demands are, a) to revoke the $500 service charge, and b) to start opening the room to the public when we have only one month left in our lease, which is July 2025, and not to harass us during that time.

• Initial Complaint

  Date:11/20/2024

  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.

  I get an email everyday to sign a lease that has been rented, this is silly and needs to stop. You are spamming my inbox and I have no way to unsubscribe from it.