Complaints

This profile includes complaints for CMG Leasing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CMG Leasing, Inc.

  3169 Commerce Street Blacksburg, VA 24060

  
• 

  CMG Leasing, Inc.

  600 Downey St Ste A Radford, VA 24141-1831

  
• 

  CMG Leasing, Inc.

  303 N Knollwood Dr Ste 6101 Blacksburg, VA 24060-6379

  

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:09/23/2022

  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.

  Sons security deposit was kept and charged for items that were shared with 3 other students who all still reside at the townhome. My son was there for 9 months while playing baseball for VT and usually never even at the home. He claims that the carpet was clean and the room did not need painting when he moved out. I feel this is an unlawful way to steal a security deposit.

  

  Business Response

  Date: 09/28/2022

  Thank you for the opportunity to address the concerns outlined by Mr ***** regarding the disposition of the security deposit for the Resident, ****** ***** at *** ****** **** ****** *********** ** ***** for the lease term of August 19, 2021 to August 11, 2022. I have included the following documents in this response that I refer to in the below explanation: • 05-902C - Statement of Security Deposit - ***** • 05-902C - Lease and All Addenda - *****• 05-902C - Move In Condition Reports - *****• 05-902 C - Move Out Procedures - *****I will outline each charge of the Statement of Deposit in the order they are listed on the document:1) The Maintenance Base Charge of $25.00 - On June 16, 2021 ****** and Mr ***** were provided with a copy of the Lease Agreement and All Addenda to sign. The Lease was signed by ****** on June 16, 2021 and the Guarantor Form was signed by Mr ***** on June 16, 2021. Part of the Lease is the Resident's Information and Police Handbook that states, Deductions from Security Deposit at Move Out: Maintenance base charge will be added to the cost of any painting, cleaning, or repairs at move out. This charge is also outlined on the "Residence Exception and Condition Report: Move In/Move Out Inspection". This inspection, along with a detailed explanation of this form, is sent to the resident for their signature prior to move in. Please see the attached "Move In Condition Reports". The Maintenance Base Charge of $25.00 is clearly outlined on this form: "A $25 base service charge will be added to the cost of any painting, cleaning or repairs needed." Upon move out, there was painting, cleaning, and repairs necessary and therefore the Maintenance Base Charge was applied to the deposit deductions.  2) Full Paint - 1st Year Charge of $205.00 - Prior to move in, Bedroom C and Bathroom C, as well as the entire common areas of the townhome were fully painted. At the Move Out Inspection, conducted on July 8, 2022 Bedroom C required a full paint due to tack and nail holes on every wall, a large dirt stain on the wall under the desk, and scuff marks on every wall. The resident resided in the apartment for 1 year and his room required a full paint at move out. As outlined in the Paint Schedule, he is responsible for the full cost of the paint charge at move out. The move out photos can be accessed at the following link: Photos 05-902CThe Resident's Information and Policy Handbook that is part of the Lease Agreement outlines the following: Page 31 - Wall Care: Marking and damage to the walls is not considered normal wear and tear. and Page 33 - Walls: Any marks that exist at the time of move out will be charge according to the scheduled painting charges. This schedule can be found on the damage addendum. This information was further outlined and detailed in the Move In Condition Reports that were signed on August 18, 2021 prior to move in:  Scheduled Paint - Paint charges are assessed by the length of time you live in your apartment and the condition of the walls at move out. If you live with us for one year, you are responsible for the full cost of painting upon move out. This could be a touch up paint or a full paint depending on the condition of the walls. If you live in the apartment for two years, you are responsible for ½ the paint cost, and if you live in the apartment for three years or more there will be no charge for paint. The scheduled paint charges do not include painting ceilings if they are in need of paint due to resident damage and does not include repairing the damage to walls caused by hanging items, holes in the walls, drywall damage, etc. As a reference this year's paint charges were as follows: 1st year full paint charge; $210. 2nd year ½ Charge; $105 (each year this price is subject to change).We further detail how to take care of the walls:  Hanging items on your walls - We want you to make your apartment feel like home so you are free to decorate. We do have a few suggestions on how to hang items on your walls to avoid damage. Please do not use double sided tape or sticky tack. This will leave residue on the walls and damage the paint and drywall. Command Strips work best for hanging items. As long as they are removed properly, they can leave the wall virtually free of damage. Repairing wall damage will be charged out based on the condition of the walls and the maintenance labor cost to repair. If you choose to use thumb tacks, nails, and/or screws, the cost of repair and painting will be deducted from the deposit.Lastly, the Paint Schedule is outlined on the "Residence Exception and Condition Report: Move In/Move Out Inspection" included in the "Move in Condition Reports". 3) Cleaning - Bed/ Bath C + 1/4 of Common Area of $35 - At the move out inspection the ceiling fan in bedroom C was dirty and the common areas of the townhome were in need of a full clean. The cost to clean the ceiling fan was $10 and the cost to this resident to clean the common areas was $25.00. The common area cleaning cost was split by all 4 residents of the townhome and each charged $25. This is an individual lease where each resident is responsible for their own bedroom and bathroom space and they are all jointly and equally responsible for the common areas. The Lease States:  Responsibility for Damage: Resident will be solely responsible for any damage or loss within the assigned bedroom space. All assigned residents of the apartment will be jointly and severally responsible for any damage, defacement or loss to common areas, fixtures or appliances. The total cost to clean the common areas was $100. This is a 4 bedroom townhome and each resident was charged $25 to clean the common areas. This includes any resident that renewed and was staying for another year. All residents are all responsible for making sure the common areas are in good housekeeping condition. Upon move in, the resident was provided with the Move in Condition Reports outlining what is expected for cleaning upon move out. We outlined the following:  Full Apartment Cleaning - The common areas and your bedroom/bathroom are required to be clean upon move out. The easiest way to maximize your deposit refund is to make sure your apartment is returned clean and free of damage. Based on the move out condition, the cost for cleaning could range from $0 - the cost of a full clean. This year the cost of a full cleaning was $110 per person. This covers the bedroom/ bathroom, and your portion of the common areas.On March 31, 2022 we emailed ****** and Mr ***** a detailed move out letter. This outlined everything that was expected to prepare the apartment for the move out inspection. This letter included a detailed cleaning checklist. 4) Bedroom C - Carpet Replacement Necessary due to Extreme Wear and Damage - Billed for Remaining 2 years of Carpet Life $150.47 - Carpet is only replaced when absolutely necessary. In this case, the desk chair was used in such a manner that it damaged the carpet fibers in this bedroom. This damage could not have been repaired with a carpet cleaning. We have seen this type of damage a few times in the past where a resident does not move their desk chair and they rock back and forth in the chair in the same spot for a prolonged period of time. This breaks down the carpet fibers causing it to look like there are 2 large black lines in the carpet. We have tried cleaning this in the past, and because this is damaged carpet and not dirt stains, it does not clean out. When replacement of carpet is necessary due to resident damage, the resident is billed for the remaining life of the carpet. The carpet has a life of 5 years and this carpet was 3 years old at the time of move out. The resident was billed for the remaining 2 years of life of the carpet in the amount of $150.47. We only replace the carpet when absolutely necessary because we never recoup the total cost of the carpet replacement. The charges outlined on the Statement of Deposit were made necessary by resident damage and based on the condition of the townhome at move out. Mr ***** claims that we charged for items that were shared with the other 3 students. However, the only common area charge on the Statement of Deposit was for cleaning of the common areas that we split between all 4 roommates as outlined in the lease. The resident, ******, was not charged for other residents' damages in the common areas. Thank you again for the opportunity to address these concerns. Sincerely, ****** ************ ******, CAM, CAPS

• Initial Complaint

  Date:09/14/2022

  Type:Product 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 husband and I lived in an apartment owned by CMG Leasing LLC for 24 months. Our lease date ended July 24, 2022. At the time of filing this complaint (9/14/2022) we have not received the $287 refund of our security deposit. Through communications (written and oral) with ****** the manager at the ******* leasing office, she has denied us the ability of speaking with anyone above her, nor will she respond to the question of "how should we be receiving our money back."
  
  Since moving in on 8/1/2020, ****** has caused issues such as denying that we had any mold in the apartment upon move in, and claimed that the mold in our house wasn't bad enough to be causing health effects. She chastised me for testing positive for COVID 3 days after a maintenance man had been inside our home to fix an issue with our bathroom.
  
  ****** is the main issue within the ******* CMG Leasing LLC business.

  

  Business Response

  Date: 09/19/2022

  Thank you for the opportunity to respond.  On Monday, Sep 12,
  2022, Mrs. ******* emailed inquiring about her missing deposit refund check.
  She asked that I email or call her with details on when they should receive the
  check because they were getting close to the time frame of their move and
  didn’t want it not to get delivered. I responded to her email the same day that
  I had inquired with our accounting team to find out the details of when the check was mailed out and to see if
  they had received it in any returned mail. The next day, I provided the date
  that the check was mailed out and the check number with the amount. Mrs.
  ******* asked if it was possible to cancel the check considering the time frame
  since it had been mailed out and mail a new one. I responded explaining that
  was our process when a check goes missing but I did not know the timeline so I
  would need to inquire with our accounting team for the next steps. ***** *******, a member of the Accounting team, responded to both Mrs. ******* and
  myself that she put a stop payment on
  the check that was originally mailed and created a new check. The new check was
  mailed out on September 14, 2022.Thank you,****** ******Site Manager

  Customer Answer

  Date: 09/26/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******