Complaints

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

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  Elmington Property Management

  Brentwood, TN 37027

  
• 

  Elmington Property Management

  118 16th Ave S Ste 500 Nashville, TN 37203-3100

  

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:04/29/2024

  Type:Order 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 spoke with a representative at my apartment complex, ********** in ************** regarding my intention to move out. The manager stated that I should write an email stating my intent to move out and explain that I'm still waiting to close on my house so it could change. I wrote an email on March 23rd regarding my intent to move out at the end of my lease and my current housing situation and that I will let them know as soon as I can regarding if they changed. I confirmed with the property manager last week that nothing has changed and I intend to move out at my lease date. The property manager stated that I didn't give a 60 day notice and I had to pay the full amount to June 25th, although I was instructed to email on March 23rd my intent but now they are saying it doesn't count as a notice and I have to pay, which is not fair and is not what was told to me previously.

  

  Business Response

  Date: 05/11/2024

  This complaint has been resolved by a mutual agreement between River Rock and the resident.  This was a misunderstanding by the parties and believe this to have been resolved in a satisfactory manner by the parties involved.

   

  Customer Answer

  Date: 05/19/2024

   
  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.
  
  Sincerely,
  
  Arica W

• Initial Complaint

  Date:04/23/2024

  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.

  The apartment called ************** for Seniors are terrible and its not safe. I was told there would be security, cameras surveillance, gym access, door access with key fobs and swimming pool.This was all lies and the staff changing is every 3 months. I want out of my lease because I dont feel safe. Why provide key fob and I cant use because the door is broken for over a year. If the cameras worked they would see the activity that goes on with drugs, people who dont live here sleeping and entering the building, dogs running around unleashed, nobody cleaning the hallways. My apartment was flooded in January of 2024, was told by ********************* it would be fixed and Im still waiting. Lastly, they gave two guys who I suppose were painters a key. Who were upstairs, then entered into my apartment as I was asleep, I screamed because I heard my door unlock. I had to through on clothes, they ran and closed the door leaving it open for someone else to enter. I feel like my privacy has been invaded and I dont feel safe and/or dont feel comfortable. I want out of my lease at this point.

  

  Business Response

  Date: 04/24/2024

  The entire staff is new and started 6 weeks ago.  In research of this unit, there were no work orders submitted.  As far as we can see, this is the first formal work order through the BBB.  We have entered this work order in our system and will begin work on the unit.  We do apologize if this was overlooked and will work diligently to complete the work.

  The remainder of complaints in this case as the Operations Team, we are in the process of repairing the fob system, completing the contract with a courtesy office vendor as well hire staff for maintenance.  We apologize for your experience with what happened prior to us, however, we are being comprehensive in hiring the best candidates for the openings we have.  

  If the tenant is desiring to break the lease, she refer to the lease for the process to do so.  The property manager ****** will follow up with ************ by phone 4/25/24.

• Initial Complaint

  Date:04/19/2024

  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.

  This property management company is in need of investigation or at the very least placed in an undesirable list for consideration. They are very incompetent, inconsistent and unorganized. My lease has been in limbo for the past 1.5yrs due to the 7 changes in property managers in this time. Calling the regional office does nothing but add to your frustration since they cant be bothered to return your calls. Now we have an infestation that for over 2yrs Ive called and requested exterminators, bought bombs and pesticides to address and finally it took our ********************** to intervene in due to the severity of occurrences in multiple buildings. Im being charged the maximum allowed rate and still have not signed my 2023 or 2024 lease. Ive been a resident of this property since 2015. Our maintenance was done in a scheduled and timely fashion, Lease renewals were completed on time, property managers were involved in the community and took care in the morale of the tenants and pride in maintaining unity in the property and community . There's none of that now, the property upkeep is minimal and with increasing deterioration. Multiple turnovers of both maintenance technicians and property directors have resulted in low morale. We dont feel our concerns are being taken seriously and they lag in executing their duties and responsibilities.

  

  Business Response

  Date: 05/01/2024

  5/1/2024 Spoke with ************* regarding her concerns.

  Pest complaints-- Her apartment was serviced last week by a professional ******************** and will continue to be serviced at her request and the recommendations of our vendor. Apartments in the building will be serviced as a result of our site level inspection until the pest issue is resolved.

  ******* Lease- ******* Asst. ****** manager is assisting ************* in resolving the renewal of her lease and should be resolve by the end of May.

   

   

  Customer Answer

  Date: 05/13/2024

  It is with immense gratitude that I send this note to you. Your prompt and professional response to my concerns is appreciated. All issues have been addressed, and I can say that the property management company is doing their due diligence in addressing these concerns. I have signed the 2023 lease and have an appointment for tomorrow morning to conclude my 2024 lease contract. Issues with pest control are also being addressed, resolution of this particular matter is still to be determined. thank you so much for your time your efforts and help and resolving my concerns 

• Initial Complaint

  Date:04/08/2024

  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.

  In the past few months mgmt has been advised of several issues that need to be addressed to include proper unit painting, inop garage door for over 30 days which is used as an entrance/exit and seeking compensation due to this cause. Mgmt responses to problems have been of a unprofessional manner watering down the severity of the matter. When work orders are placed they are closed out without proper repair being done or the matter even addressed

  Customer Answer

  Date: 04/09/2024

  Heritage Hills Townhomes
  *******************************************

   

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

  

  Business Response

  Date: 04/10/2024

  Good afternoon,

  The garage door was completed and is working properly. We do not make these types of repairs in house, so we contacted a third-party vendor. A concession was given for this already, but the resident is wanting more. However, we will not be offering anything more, as we only issued this for the inconvenience. We have always responded to him regarding work orders, but he threatens legal action. I continue to respond via email, but let him know if he has any further "legal" questions, he can go through our lawyers office as we are not lawyers. The only outstanding issues he has currently is he wants his unit touched up with paint and he wants his tub resurfaced. He has been at the community for three years, and I normally would not do this type of work in an occupied unit. However, the maintenance supervisor said his paint in his home and on his tub is peeling a lot, so I have approved that to be done. The issue is, for the tub and painting we asked both of them to give us a weeksnotice so we can schedule everything, and never received notice of a date.There cannot be anyone in the home for the resurfacing of the tub for 4-6 hours, and unable to use the tub for 48 hours afterwards. For the paint, we need at least 1 weeks notice to ensure the painters will be guaranteed on the desired date. He has failed to give us this. There is nothing on our end that we can do without a notice since we do not complete the work needing to be done in house. We use 3rd party vendors. Please let me know if you have any othre questions. Thank you! 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21547807
  
  I am rejecting this response because there is more to the story. The window screens are still awaiting PROPER REPLACEMENT (FITMENT) not just make do which is needed to PROPERLY vent the unit since it will be a 6 hour wait to occupy on top of the fact of finding temp shelter and to arrange around kids school and work times. its not as simple to just give up you shelter without making sure alternatives are in place unless they can provide another to utilize for the six hours as life for us goes on so again not as easy as they make it seem due to toxic chemicals.

  The tub stopper should not have any bearing on this matter as the missing item disallows proper use and more so a cause for drain blockage that I would assume that mgmt would want to prevent vs it incurring damage and/or repair charges.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/02/2024

  Hi,

  We have been in contact via email on these issues, and I was never once notified about the screens. This must be a new issue. However, now that I do know, I can have maintenance go and measure to order you new screens. For the tub resurface, again, there cannot be anyone in the home for the resurfacing of the tub for 4-6 hours, and unable to use the tub for 48 hours afterwards. You never stated there was another issue with the drain. Please give me a call or send in an email in regard to the tub drain, and I will be more than happy to get this resolved for you. For the paint, we need at least 1 weeks notice to ensure the painters will be guaranteed on the desired date. You are more than welcome to call the office or come speak with me in person. Thank you! 

• Initial Complaint

  Date:03/18/2024

  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.

  They refuse to adhere to their own policies of noise complaints. No where in my lease does it state I have to provide recordings of noise by other tenants. People have been shot over here and I refuse to put myself and child in danger. I reached out after calling police and they said their is nothing they can do if I don't investigate it myself. They are refusing to handle my complaint and there is a year worth of emails to previous manager who addressed it before. Please help

  Customer Answer

  Date: 03/19/2024

  The residential property is ******************** property management ********** and ************;

  

  Business Response

  Date: 03/29/2024

  Hello, Elmington Property Management is not affiliated with ********************.  According to their website that property is managed by Enfield Management. 

• Initial Complaint

  Date:11/13/2023

  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 moved out of ************** on 06/30/2023. I have been constantly contacting the property about my security deposit and I keep getting told its coming or my boss hasnt done it yet. It has been 4 going on 5 months and I still have nothing its ridiculous. My address was ****************************.

  

  Business Response

  Date: 11/13/2023

  Hello, 

  
  This has been escalated to:

  *****************************
  Regional Manager
  Elmington Property Management
  ***********************************************
  O:************

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20852895
  
  I am rejecting this response because: issue has not been resolved.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 12/04/2023

  There still has not been an update on my complaint. No one has reached out to me or anything. My daughter submitted her complaint the same day as I did because she stayed in ************** as well and she received her check the following week. I call elmington no one calls back. I tried the online email forum and no one emailed back.

  

  Business Response

  Date: 12/06/2023

  Hello, 
  
  This has been escalated to:
  *****************************
  Regional Manager
  Elmington Property Management
  ***********************************************
  O: ************

• Initial Complaint

  Date:10/20/2023

  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.

  the apartment complex I'm currently residing in has been nothing but horrible. Friday October 13 I woke up to my bathroom flooding. I called after hours and they finally showed up and stated there was a pipe busted but was unable to turn it off. They stated they had to call a plumber in because they couldn't understand how the water was getting into my apartment. I have had this issue 6 times now over the course of 1.5 years since I've lived here. No one can fix it. i was told Friday that they were cutting the water off to fix the repair and then i get a text that they were going to come the next day because they didn't want it to be an inconvenience for anyone even though my apartment is directly affected. I was told they would be out saturday to fix t and not use my bathroom until then. Saturday comes and no one has been out. I was forced to stay in a hotel since i had no bathroom or shower now they don't want to reimburse back. Monday it was finally fixed after being told 3 different stories. I called tuesday to let them know of a light being out and no substantial lighting outside. That night as i had just walked into my apartment someone start trying to break into my apartment but you couldn't see because they never repaired the light outside like they said they would. Here it is 10/19 and they refuse to answer my calls. there is moisture still in the walls because they never did anything to dry it out and the lights still aren't fixed. This is a major safety issue even stated by police. I need help

  

  Business Response

  Date: 10/25/2023

  The office was called regarding unit 98 on Friday October 13th, for water in their bathroom. A contractor, ***************** and Sons, was called by the community director to come out to assess the leak the same day.  After assessing the situation it was determined that the water was to be shut off starting Saturday. It was a day early so we could give residents enough notice of the water shut off. They began digging on Saturday and were unable to find the leak. They scheduled a leak detection company to come on Monday to find the leak.  Saturday a text was sent to the property that water repairs were to continue on Monday.The leak was found by **************************, and ***************** was able to fix the repair.  On Monday, October 15th,the water was shut off from 2 to 4 PM. That was communicated to residents once ***************** notified the office earlier in the day. The office spoke with the resident in 98 letting her know that the repairs had been completed and that should they need to make any repairs to the inside of her apartment due to the leak, they would be happy to do so. However, because she has a dog in her unit so she would need to coordinate a good time for us to access her unit without disturbing her pet. Nothing else has been communicated to the office regarding needing repaired inside her unit.
  
  She called the leasing office on Wednesday, October 18th and spoke with a leasing agent stating someone was jiggling her handle Tuesday evening.  She tried to call the police but stated they took too long to come out. However, we never received a police report, and heard nothing else of the event.   

• Initial Complaint

  Date:10/02/2023

  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 moved out of ******************** apartments in ********* ** on June 12 2023. I am owed a security deposit back in the amount of $300. I still have not receive my money that was suppose to be sent to me via US mail. No one answers my calls, responds back to my emails. This issue is not resolved. ( former last name is *****)

  

  Business Response

  Date: 10/11/2023

  Hello, **************,

  Thank you for your patience in this matter. After much research from the transition files, we could not find a record of your previous security deposit. However, we will honor the deposit listed on the original lease contract. 

  Check #**** has been cut for $300 and will be sent via **** on tomorrow, 10/12/2023.

  Please feel free to contact the Regional Manager, ******************, or myself if you have any questions.

  Thanks again,

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

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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 live at North Lights Apartments and myself and some of my neighbors have some concers. My complaint is that don't have the safety of their residents in mind. Kids playing in the hallways and knocking on people doors. Cars and empty apartments getting broke into. Also anybody can walk in the building because people are not or don't have key fobs. A homeless man was caught sleeping in the stairwell and they don't clean up around the property anymore and you can smell weed smoke all through the buildings and outside when it is supposed to be a non smoking property. Also people don't respect people playing loud music all times of the night and morning. They need to move the people who aren't following the rules out. Also we need security around with all the cars getting broken into as well. For the rent that us decent people pay we shouldn't have to go through this and someone needs to try and do something about it.

  

  Business Response

  Date: 08/07/2023

  We take safety measures very seriously. For instance, the property has on-site security working 40+ hours per week plus 24/7 video surveillance on the exteriors of the buildings.

  We will continue to evict residents with substantiated material non-compliance with their lease agreement. 

  We will also continue to send out reminder notices to all residents of the lease and house rules. We encourage our residents to report any violations to our office any time. 

  Thank you for bringing your concerns to our attention. 

  *****************/************ Management

  Customer Answer

  Date: 08/08/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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 air conditioning has been out since June 26. Today is July 24. Management CLAIMS theyre waiting on a special part from the manufacturer but cant provide an ETA or tracking for this part Ive contacted the Regional Manager and he does not respond or reach out, only forwards the email back to the leasing office. Instead of offering to relocate, or offer to compensate my rent since ive been without air for ONE MONTH, the leasing agent, *****, offered to end my lease INSTEAD. Poor communication, terrible customer service. I have emails, screenshots, and recorded phone conversations. Theres no tracking number for orders? Theres no way to track if a package is lost in transit? No way to communicate to the manufacturer?

  

  Business Response

  Date: 07/24/2023

  Can ******************* provide the name of the apartment community she is referencing so I can provide an appropriate response. Thank you.