Complaints

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• Initial Complaint

  Date:07/31/2025

  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.

  My experience with cox property group has been by far the worst out of every rental agency I've ever rented from. I'm a single parent. My daughter and I rented from cox property group between 04/2024-05/2025 and I have literally lost sleep multiple nights due to ****** attitude, accusations and threats. I asked many times to speak with **** ***, the owner, about the countertop issue and a complaint agains* ****. Yet when I got the phone call, it was no other than **** to tell me I cannot speak with the owner. My request was denied via phone and email. That's unacceptable.
  
  This was initially about a bathroom countertop I had to pay $375 when it cracked to get it replaced. The pictures show it had no support (defected or poorly installed) and was barely touching 2 corners of the cabinet below it. I leaned on it to put contacts in and such, but since I couldn't prove that and even though they claim to be trusting-- they aren't... at all.
  
  I've now been out of that gloomy apartment for 2 full months and have yet to receive my security deposit refund of $1250. I gave **** my forwarding address before I moved out, but since I didn't put it on a certain form that I was given a full year prior, which was in an email with other forms... they sent my check to an address which I haven't lived in for nearly 20 years! **** stated they sent it there because "that's all they had to go by".
  (Attached is a copy of the email, & I'm pretty sure all of their phone calls are recorded, too.)
  
  I lived in the same house for over 10 years, less than half a mile from that apartment and it was of course on the rental application I filled out prior to moving in... right in the 'previous address' field! That spiteful act of sending my check to Florida took extra effort to even find, hence this complaint.
  I have over 2 minutes of video showing how clean the apt was when I left... but I was inclined to let the public know exactly how awful my experience was with the incompetent cpg team.

  Business Response

  Date: 08/06/2025

  Cox Property Group takes tenant concerns seriously and appreciates the opportunity to respond to this complaint.

  
  Regarding the bathroom countertop, the tenant reported damage without a clear explanation of cause. To ensure a fair and impartial assessment, we engaged both the original installer and an independent third-party maintenance contractor to inspect the countertop while still in place. Both confirmed the installation met manufacturer specifications and showed no defects. The tenant suggested the damage might be weather-related; however, both professionals found that explanation implausible.

  
  To ensure the tenant had access to a functioning bathroom, we replaced the countertop. The damaged surface was then returned to the manufacturer for further evaluation. The manufacturer found no product defect and concluded, based on stress testing and break pattern analysis, that the damage was consistent with a heavy object or weight exceeding 140 pounds being applied to the center of the surface. The tenant was presented with these findings and subsequently agreed to pay for the cost of replacement.

  
  Regarding the move-out and security deposit: The lease agreement stipulates a non-refundable $250 fee for deep cleaning and sanitization upon move-out. In addition, the tenant turned off both the power and water prior to the agreed-upon lease termination date, in violation of the lease agreement. As a result, CPG was required to coordinate and pay for the temporary restoration of both utilities in order to conduct a proper move-out inspection. These utility reconnection costs were deducted from the tenant’s security deposit.

  
  The move-out inspection was conducted by both a leasing agent and a maintenance contractor. Although the tenant was invited to participate, multiple scheduling changes and lack of response made it difficult to coordinate a time. The inspection found that while personal items had been removed, the unit was not returned in acceptable condition. Countertops, floors, and surfaces were visibly dirty, there were multiple wall penetrations, and a strong marijuana odor was present. The unit required extensive cleaning, sanitization, patching, and the use of air scrubbers to address the strong marijuana odor. All charges were itemized and deducted in accordance with the lease.
  After deductions for cleaning, odor remediation, utility reconnection, and minor damage repair, the tenant was owed a balance of $135.39.

  
  As outlined in our standard policy, security deposit refunds are mailed to the forwarding address provided on the official move-out form. The tenant received this form at move-in and again by email after giving notice to vacate but did not complete or return it. Consequently, the refund check was mailed to the most recent address on file, which aligned with the IRS address of record. Once the tenant contacted CPG about the refund, the funds were reissued to his preferred address.

  
  Following this, the tenant sent written correspondence to his leasing agent that was concerning in tone. In order to ensure all further communications were appropriately documented and respectful in nature, CPG leadership determined that all additional contact should be directed through legal counsel.

  
  Based on the independent inspections, manufacturer analysis, lease documentation, and adherence to policy, we believe CPG acted reasonably and in accordance with our obligations. As the security deposit balance has been reissued and all matters addressed, we consider this matter resolved and wish the tenant the best in the future.