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:01/10/2024

  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.

  This was the 3rd lease I signed with this company with each lease increasing $100 or more dollars. Unfortunately during this third lease the increases caught up with me (as my pay wasnt increasing) and I needed both pay periods to make rent (Im paid twice a month 15th and last business day of the month). So I called informed them of this and asked when do I have to make my payment by to avoid any other consequences outside the late fee. I was informed I just needed to pay by the end of the month. I did this in Aug, Sept and Oct come November when I went to make my payment on the 30th I was blocked from making a payment (see attachment). It was late in the night so I couldnt call in because they were closed. I called the next day and was informed that I was in default and an eviction had been filed on me 11/24. I advised I did exactly what I was told by their representative but now its being changed and no one is telling me what happened, what was different in the previous months wherein I did the same thing, received the same letters and was still able to make my payment, no block, no default. No one cared just said oh well you have to pay it all with the $550 eviction and thats the only payment they will accept. They told me they filed this eviction on 11/24 nothing ended up being filed until 12/29. I still dont know why I was put in default in November when I did the same thing in the previous months and didnt have this issue. Ive had Novs rent and late fee since 11/30th and I have Decs rent and late fee, Im asking that the eviction fee be removed and allow me to make those payments because if they didnt apply this default on my account my payment gets made on 11/30 and all this is avoided. Ive attached proof I tried to make my payment in Nov and the notification I received when I tried to make my FULL payment as it says to AVOID DEFAULT when they had already placed it on. No one cared just wanted to try and take during the holidays.

  Business Response

  Date: 01/16/2024

  The business has reviewed the complaint and sees that the consumer did not pay rent in November, and an eviction was filed on November 27th. When an eviction has been filed only a payment in full can be made which includes the payment for the eviction filing. Due to a past of late payments (14) and non-sufficient charges, the consumer has a "cash only" restriction placed on their account. There is no evidence that the consumer made any effort to resolve the outstanding balance aside from a complaint on 11/22/23 about being placed on a cash only restriction. The consumer called in multiple times last month to make partial payments, however as stated above only full payments will be accepted when there is an eviction status on the account. 

  Customer Answer

  Date: 01/16/2024

  Complaint: 21120403
  
  I am rejecting this response because: I clearly stated what my issue was and that was and still is that THEIR representative told me that I just needed to make sure I paid each months rent by the end of the month to prevent any other action on the account. I did this in September and October with no issues then in November when I attempted to make my payment as I had done the months prior and they blocked me from making the payment. So had I not been misinformed or if what the representative stated held true the payment would have been made on 11/30/23. I have not been late 14 times thats literally impossible as the first 2 leases I had with them I was on automatic payments and there isnt 14 months in a year so its impossible to have had 14  late payments in 2023. And Ive had one returned payment that was my fault any others if they check the notes in their system they will see it was due to their negligence (I.e drafting multiple payments from my account and then having system issues). I dont see how they can try and force me to suffer consequences because THEIR representative obviously told me false information. Furthermore they have several other tenants who they have allowed to miss multiple payments before they even attempted to file an eviction on them when I was doing as I was advised and making my payments. Tenant at ******************** ****** pay Nov or Dec 2023 before eviction filing), **** ************** Pl ****** pay Sept, Oct and Nov 2023 before eviction filing), *************** ****** pay Apr, May, June, July or Aug 2023 before eviction filing), **** Rocky ****** pay July or Aug 2023 before eviction filing) and ********************************** Dr ****** pay Apr or May 2023 before eviction filing) to name a few. So in addition to trying to make me suffer the consequences because their representative told me false information they have tenants who signed the same lease as I did but somehow they were allowed NOT to make a payment or partial payments for multiple months without eviction filings. 
  
  Regards,
  
  *************************

  Business Response

  Date: 01/30/2024

  The business has reviewed the complaint and has reviewed all of the calls that the consumer made to the company from August-September. The business sees that the agent never advised the consumer of what they have written in their complaint, and the agent stated many times that the only way to not trigger an eviction is to be paid in full. The lease states that the consumer will receive late fees if they pay after the grace ****** which ends on the fifth of each month, and that there is also a fee for non-sufficient funds. The signed lease also states that the property manager reserves the right to change the payment process at any time, and that if the consumer is put in eviction they may not make payments through the portal. The business will handle all evictions through the legal process. 

  Customer Answer

  Date: 01/30/2024

  Complaint: 21120403
  
  I am rejecting this response because: I need to hear the call because from the side communications they made outside this BBB complaint it sounds like she is mixing up the conversation. Furthermore since she keeps bringing up the lease, every person that signs a lease with them should receive the same treatment. If its a balance after the grace ****** every resident that falls in that category should receive the same treatment. A residents race and/or location shouldnt determine whether or not an eviction will be filed in the same month of a payment not made before the 6th and it appears these companies CPI AMHERST SFR PROGRAM OWNER, LLC and MAINSTREET RENEWAL are discriminating against certain residents.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/12/2023

  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.

  My family of 5 including 3 small children, has been forced to live in a home, located in ******************, ***** that only has cold running water in the kitchen sink due to a leaking hot water pipe underground since Friday, July 7, 2023. The company is aware of this issue as they were the ones who turned the water off. We have not been assisted in any kind of way in regard to relocation or in regard to getting the issue fixed or corrected. Everyone that I speak to says that they have to send an email to someone or that I have to wait 24hrs for a call back for assistance. Even the regional manager *********************** who is supposedly on call 24/7 took 4 days to return my 6 phones calls/voicemails and 4 emails in regard to this matter and we still have no help. I have escalated this matter to my lawyer and I now understand why this company has had 5 name changes in the 14 months that we have been with them. I have had numerous maintenance repair Tickets ******** and ********; I have had two venders that they schedule no show on me when I had to take off work to be home to allow them access to my home. I have also put in expedited and relocation tickets that have gone untouched no. ********. To knowing have a family live in a home with no water to bathe with is unheard of. Unfortunately I have had to escalate this matter to my laywer.

  Business Response

  Date: 07/24/2023

  The business has reviewed the complaint and has been in contact with the consumer. The business will work closely with the consumer until the issues have been resolved. 

  Customer Answer

  Date: 07/24/2023

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/01/2023

  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.

  On April 12, ******************************************************************************************************************* Shortly after I sent my request we get a notification from the company stating that they would be increasing the rent from $1690 to $1780+. When I contacted the company via email in regard to the issue, I stated I had no problem with the rent increase, along with my maintenance request. I expressed the structural concerns and in response, they disregarded my concern and said the rent will not decrease and the price is final. Again no issue with the increase however my maintenance requests were being ignored. I began to press the issue and submitted another request alongside with my water heater needing to be repaired. It took me over 6 days to even get in contact with anyone in the maintenance department and then an additional 5 days to even get the water heater replaced. A total of ***************************************************************************************************************************** the rent that hasnt been done. They then send out 2 technicians to inspect the foundation and they jumped around my house and proceeded to say everything is fine, I even had them check the crawl space in regard to the foundation and they said again, everything looks okay, the company will contact you for the next steps. I havent heard from the company ever since about the issue. I had Aqua Guard come and inspect the foundation and everything was the complete opposite of what was said. Home has water intrusion coming in throughout entire crawlspace. Also has very high moisture issues. This has cause the floor to sag in areas of the home that have no support. Proposal Is for restabilizing the Floors, addressing the water and moisture issues that the home is having in the crawlspace. There is mold on the wood all throughout the crawl space. My fianc has asthma thats gotten worse over time from this mold growth.

  Business Response

  Date: 06/05/2023

  The business has reviewed the complaint and confirms a escalation was opened to address the repairs.  The Resident Resolutions Specialist assigned to the ticket has been in contact with the resident to confirm the repairs are complete.  The business notes there are no open work orders at this time and directs the resident to the resident portal to open a new work order if additional repairs are needed. 

• Initial Complaint

  Date:03/24/2023

  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.

  Signed a Rental Agreement Lease on Feb 17,2023..for a short term lease until March 22-2023. Sent said property company per. a ******************* that i spoke to before the agreement was signed. I did look at with a code to establishment that was used throught-out the lease. Tried to get ahold of said person after and all numbers were changed. Just want deposit back. 800$ for rent and 800$ deposit that said was gonna be sent back at end. Have proof thru text. Monies was sent thru email

• Initial Complaint

  Date:03/09/2023

  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.

  Illegally charging me for water I pay to the utility directly ($542.41) - I have contacted dozens of times, emails and calls with absolutely no help Illegally took $366 more than legal disclosure read on 1/1 Illegally serving me with eviction papers multiple times due to illegal and incorrect charges Numerous maintenance issues I have documentation of all of this.

  Business Response

  Date: 03/27/2023

   

  Greetings,

  We received this complaint in the mail and would like to respond as follows:

   

  The business has reviewed the complaint and has refunded the utility charges. The business believes there are no further issues at this time.

   

   
  

  Customer Answer

  Date: 03/27/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/07/2022

  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.

  This company owns a house I recently paid and signed a lease for through a man who calls himself *********************** aka star ***** he had the key in a lock box outside of the front door. He had me send **** through cash app and gave me a signed lease. ****** went to move in, there was another man already living there there who also had a signed lease. Then another man entered who claimed to be star ****** business partner and he assaulted the other tenant and my boyfriend. They refuse to return my money and continue to list the home for rent and trying to scam more money from people using air bnb and ********* The company is listed as a holding company under Amherst holding. A criminal investigation has been started. I believe there are many more victims and this man, ******* is tied with Main Street renewal which is also a listed company under Amherst. I believe they are scamming multiple people in multiple cities.

  Business Response

  Date: 09/15/2022

  A representative from the Amherst Group has contacted the consumer to get more information and to confirm the listing uploaded to the complaint is not a valid listing affiliated with *************************************************; The consumer was provided a link to the Main Street Renewal website with information about the lease process and scam prevention.  The business encourages the consumer to contact the representative if there are additional questions or concerns.