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:05/02/2025

  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 **************************** in **********, **. The on-site manager, ****** ******, has repeatedly ignored serious health habitability issues.I live in Apartment 2005, Building 20, and dealt with:A failing AC unit never properly repaired, despite repeated requests.Mold and mildew from water damage in shared walls that wasnt dried before being sealed.***** and termite infestationsthousands swarmed my unit. The person sent treated it casually, and termites returned within months. Visible dirt nests began forming on the walls. This issue was ignored until I involved the *****************************Rodent infestation made the only bedroom uninhabitable for 4+ months. I had to move my bed to the living room, impacting my sleep, work, and health.A water heater leak soaked the bedroom carpet. ****** ****** blamed me, saying it was my washing machine, without ever personally entering the unit. Wet, mildewed carpet sat for weeks until I contacted the health department.The final straw, I was told my bathtub would be resprayed while I was out of town. I signed a waiver, boarded my cat, and vacated from April 1113. They arrived at 9am on the 11th and I told them I would be out by noon. ****** ****** confirmed by phone it would happen on April 12th. When I returned, the job wasnt done. She lied to the health department, claiming tenant-related delays. I have receipts proving I vacated the apartment at that time.I sent certified letters to request emergency maintenance repairs, and another for intent to vacate due to unsafe living conditions, both were ignored by office management. She later said in an email that my notice wasn't within the confines of the contract. Repeatedly ignoring serious and urgent requests, and failing to provide safe living conditions is a breach of the lease agreement. Lion Real Estate Group has allowed this negligence to go unchecked. Ive wasted significant amounts of my time, money, and energy just to be heard.

  Business Response

  Date: 06/02/2025

  Hello,
  I am writing to provide a summary regarding the resident ******** *******, who resided at ****************************, located at *****************************************************************************************

  As of today, the Community Manager mentioned in the complain is no longer employed with Lion Real Estate, nor is the Regional Manager.  However, our team has conducted a review of Ms. ********* account and resident file and have found the following.  In the last 12 months, Ms. ******* has submitted a total of 17 service requests, including requests for pest control, leaking kitchen faucet, slow draining tub, air filter replacement, bathroom mirror, and various plumbing repairs. Most work orders were received, attended to and closed out within 2-3 days however some did take longer to complete. 

  On April 14, Ms. ******* submitted a notice to vacate for May 15, 2025. Ms. ********* signed lease was through September 30, 2025 and she was told that her notice would not suffice to the terms of the lease agreement and she would be responsible for a lease termination fee. Subsequently, Ms. ******* filed a complaint with the BBB to her dissatisfaction.  

  After reviewing her service requests and seeing that she did encounter multiple instances of pest control and plumbing issues, we would allow Ms. ******* to break her lease with no additional penalties or fines.  She may reach out to me directly to clean up her balance and account and discuss any further concerns. 

  We hate Ms. ******* endured an unpleasant experience at one of our properties and we would love the opportunity to make it right to her. Please feel free to send her my contact information, ********************************************** 
  

  Best regards,

  ****** *****

  Vice President, ********************* Lion Real Estate Group

   

  Customer Answer

  Date: 06/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/04/2025

  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.

  I move in late September 2024 My rent charges are 1049 plus 35 trash and a string of cars ther fees that do not apply to the residence. We are charged for trash fees and nobody comes to pick up the trash and the manager stated to me personally that her boss said they will no be removing trash fees rather trash was picked up or not. When reviewing apartment I asked staff if there were any bugs in the unit, the assured me that there were no bugs and that the residents are charged 7 bugs monthly for pest control fees, it is now February and there has not been any pest control yet. When I asked the apartment mangers they said they dont have a or at control contract and searching for a new company but yet still charged for the service not received that the company refused to remove from ledger. When I first moved in I was told the rent was 1149 monthly but from an error my lease stated 1049 so this is why I believe I had double charges that should not be on my ledger The apartment manager ******* refused to give a phone number or email to corporate so I could speak to someone about this matter. They never answer the phone in the office or call anyone back. Then I had a issue with my appliance in the kitchen The fridge, microwave and dishwasher does not work. After discovering bugs in the microwave they were going to replace mine with I asked for a new one BUT THE ENTERED MY APARTMENT WITHOUT MY PERMISSION We also have bugs really bad and they refuse to do anything about it

• Initial Complaint

  Date:07/27/2024

  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.

  Property manager lies about maintenance and pest control. ********** hasnt worked for months.

• Initial Complaint

  Date:05/25/2024

  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 am filing this complaint against Willow ********** and their property manager, ***********************, for improper handling of my Emotional Support ****** ***** accommodation request and related retaliatory actions, resulting in significant distress for me and my children.Details:On 3/23/24, I submitted an *** letter from a licensed social worker WHO HAS A TOXOCOLOGY NUMBER. **************** denied my request without proper verification. and before he even sent the letter i had to fill out in order for him to verify the letter. Stated to my doctor she wasnt qualified to write anything. Once she stated tn state law and her credientials he locked us out the apartment on 5/24/24.On 5/24/24, I arrived at the leasing office at 3:42 PM to finalize my move-in before the 5:00 PM deadline. The office was locked, and I received no assistance and heard *********************** laughing as me and my children waled back to our car but let another person into the office. Subsequently, my ADT and keyless entry system were blocked, preventing access to my apartment. As a result, my children and I were forced to sleep in our car for a week. Additionally, extra charges were added to my rent, including pet fees and an incorrect move-in date adjustment, and a promised $200 credit was removed.These actions have caused significant distress and left us without housing. In the hot summer weather after moving everything we have left from moving to start over from a horrible domestic situation.

  Customer Answer

  Date: 07/03/2024

  `they never sent me my deposit back they also have never let me get my mail or items from the apartment

• Initial Complaint

  Date:05/21/2024

  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.

  We rented an apartment with Willow ********** at **********************************************************. After moving out, our security deposit was shorted by $349.35(check issued 2/8/24). *******************************, assistant leasing manager, told us she didn't know where the missing money was, but told us no move out or cleaning fees were charged. We tried to get our money, but she resorted to screaming at both myself and my husband. Now, they continue to call us saying we owe them money for unpaid dues. They sold the debt to a collection company, but are still trying to collect themselves. We asked what the missing $349.35 was for, and they have no documentation of any fees charged. The manager refuses to speak with us, and ******* is horrible to deal with(she let us know of the phone that she gets a commission of collecting unpaid debts, so even thought she cannot provide any documentation of unpaid debt, she will still charge us), at this point we are looking into legal council just to resolve where our missing money was, and have them reverse the debt collection. Our experience has been awful since the day we moved in there, all we want is for them to leave us alone.

• Initial Complaint

  Date:02/20/2024

  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.

  Lion Real Estate Group, LLC sent my account to collections even though they violated SB 90 and did not send proper documentation. My account needs to be removed from collections. They incorrectly charged for "damages" and an excessive "cleaning charge" without providing any proof. They also did not conduct the required pre move out inspection nor sent a final move out inspection report.

  Business Response

  Date: 03/01/2024

  Balance has been cleared from the customer's ledger and cancellation of debt submitted to the collection agency on 02/29/2024 to be removed from customer's credit report.

  Customer Answer

  Date: 03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/24/2024

  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 have lived at the *** since September 2023, when I moved in the apartment was a mess and had things written on the walls like not up to code also I was told there would be a washer and dryer in my apartment when I moved in and there was not. I did not receive a washer and dryer until I had lived there for almost two months. When I received it the washer and dryer were both broken. I have put in many maintenance requests only for them to be marked as done and nothing ever changed. I then went into the resident services building and they always told me they would have someone come fix it and they never did. I still do not have a working dryer. Then I had some personal issues and my roomate had to stop paying our lease, I explained this to them and they explained I could transfer to a 1bed and pay a fee. This was in December. I then went back and forth with ************************* for months, finally they have me cleared to transfer to a 1 bed after not attending to anything I asked them, they called me today on 1/23 and told me I wasnt able to transfer into a 1 bed and gave me no explanation and hung up on me and my parents when they tried to call and give an explanations. ************************* has not contacted me 1 time that I have reached out to him or when my parents have reached out.

• Initial Complaint

  Date:07/19/2023

  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.

  My family and I moved into this rental unit in February of 2021. We pay exactly $1,887 in rent monthly. We are never late but the one time we are which was the first of July we were issued a 3 day pay or quit. When I went to the office to speak with the property manager, ***************************, I was met with disgust and a nasty authoritative demeanor. I spoke to ****************** in a kind and respectful tone but after I was finished speaking, she was quite nasty and rude. She proceeded to say that if I dont have the money to live in the complex, there were plenty of fair housing projects that are affordable. I was taken back and extremely offended, however, I responded with yes **** and walked away. I have also worked with ****************** at GVA and she was fired for the similar of behavior. I would like to have this issue resolved expeditiously due to undeserved behavior, being mocked and insulted because of my shortcomings. While living here, none of our households maintenance request have been fulfilled, our wall is still charred from a socket catching fire because of faulty wiring, we share water with our neighbors from a 38 gallon hot water heater. Moreover, they just fixed our pool but for two years we have been paying for it in our lease as it is a listed amenity.

• Initial Complaint

  Date:03/29/2023

  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.

  This is a complaint regarding maintenance.I moved in the apartment on 1/25/2023. ever since, we have continually complaining about the roaches- they are every where in the house, on our food, in the sink, show up in our rooms, while we are sleeping, on our utensils, in our kitchen., going in the leasing office, showing them pictures. I still have some of the pictures maintained. They claim that they send pest control every week which I pay for, but most of the times the guy dont show up, my wife is at home all day.they put in a fogger bomb once, but that didnt work, so a couple of days ago they did some powder treatment and that didnt work either, so i had to buy my own pest control kit and do it. They also promised to fill in the gaps so that roaches dont show up from there, they have not done that as well.every time i got to the office and complain, they rely that they put in a work order and their maintenance team will resolve the issue within 24 to 48 hours. they don't show up. when we go to complain again, they say they have few maintenance guys and more complaints, so they prioritize everything over us and our issue stays unresolved, when we ask when the guys will come and fix it, they say the guys have already been to the house thrice and no one answered which is a lie as my wife is at home all the time. My kitchen pipe is leaking, both of my bathroom flush's' valves are leaking, we have to turn the water valve (cock) off after we use the toilet. we have complained about it multiple times but they are not addressing the issue.the paint they used for our bathrooms is coming off and there's just black/green lines everywhere. we clean the bathrooms every week and the more we clean the more paint comes off and i like my house clean, so i clean regardless.I can send you the pictures and the dates or times on where my family has gone to the leasing office and complained about the issues and they keep arguing.The gym was open for 9-5 on Mon-sat that doesnt make sense as everybody works 9-5 and i wouldnt pay for gym some where else, if i have one in my community, now they say they're open from 9-6 but it takes around 5;30pm to reach home, and by the time we freshen up, the gym is closed. i was promised by ***** (the manager) that the gym would be open 24x7 by march, to which i agreed and signed the lease as they promised access to all the amenities.

  Business Response

  Date: 04/06/2023

  Dear **************,
  
  We do apologize for the inconvenience you have experienced during your stay here at ******. There must have been a miscommunication on our end regarding the attempts to complete the work orders you submitted at the time, and we apologize for that. From my understanding all requested work requests were completed by our maintenance technician on March 30, 2023. We will continue to work with the pest control company regarding your ongoing pest issue, with the sealing of the baseboards that *** help limit the amount of activity you are experiencing.  
  
  For Everlys amenities, the community pool is only open seasonal May Sept 10am 9pm (hours subject to change). ************** as of right now is open office hours from 9am-6pm, soon the fitness center hours will change from 5am 9pm.The leasing staff will be sending a mass email regarding the new change the weeks to come.
  
  If you *** have any questions or concerns, feel free to reach out directly to ************************
  
  Thank you

• Initial Complaint

  Date:03/23/2023

  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 live in ************** a complex in ******** **, In January went without heat for 18 days. When I contacted the property manager and her regional managers response was that they wouldn't be able to credit ** in any way. It was never something we asked for. After that I got. **** from the property manager initially apologizing that the repair taking so long and then letting me know it was me and my boyfriends fault even they she waited weeks between contacting **. It is almost impossible to get anyone to tell you any direct information to anyone above them, there is no response EVER from corporate and the company is knowingly breaking tenant law, and violating fair housing law here in **. I have had repair requests in since January that were never addressed, and have been waiting for my dishwasher to be repaired for 3 weeks. They did come and treat the mold in my bathroom and paint over it but I think the county should come and ***** if it was in fact addressed and all of the **** in the apartment due to it not being up to code. If you move into any of their properties make sure you know all of your rights as a tenant, keep a paper trail, and file complaints. No one cares about you as a consumer or offers to rectify any situations.

  Business Response

  Date: 04/12/2023

  We do apologize for the inconvenience you have experienced during your stay here at Cumberland. There have been extenuating circumstances in addressing this.  The water intrusion is corrected/fixed, the dishwasher has been replaced and working, and the heat is also working.
  
  Once again, we do apologize for any inconvenience you and your family have experienced, we will continue working on resolving all future issues.
  
  If you may have any questions or concerns, feel free to reach out to **********************
  
  Thank you.

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because:  The dishwasher was not replaced. The issues in the laundry room were not corrected and the mold is showing through where maintenance painted over it.