Complaints

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

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  Kettler Management Inc

  8255 Greensboro Dr Ste 200 McLean, VA 22102-4944

• 

  Kettler Management Inc

  2400 Queens Chapel Rd Hyattsville, MD 20782-3616

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:06/21/2025

  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.

  On March 20, 2025, I submitted a rental application to Dock79 Apartments, which is managed by Kettler Management Inc, and paid a $50 application fee. I provided all required documentation and followed the process in good faith.Without any notice or explanation, Dock79 unilaterally canceled my application. I was never informed of the cancellation and only found out after the fact. Additionally, no background check or screening was conducted meaning the application was never processed.According to DC Code *********, landlords are required to refund application fees if the application is not processed:If a housing provider receives an application fee and does not process the rental application, the fee shall be returned to the applicant.Despite multiple follow-up attempts, Dock79 has refused to refund the fee, in clear violation of this law. Their silence and disregard for both legal compliance and basic professionalism are unacceptable.I am requesting:A full refund of the $50 application fee, and A formal apology for canceling my application without notice and for retaining the fee in violation of DC tenant protections.

  Business Response

  Date: 06/25/2025

  Thank you for your interest in our community. Unfortunately, the property did not receive all the required documentation within the specified timeframe to complete your application, and therefore we were unable to proceed with screening. As a result, your application was cancelled, and you were notified at that time.  We processed a refund for the application fee; however, once a dispute was filed with your card issuer, we were no longer able to move forward with the reimbursement on our end. We recommend following up directly with your card issuer regarding the status of those funds being returned to your account.

  If you are still interested in moving forward, we welcome you to reapply by submitting a new application along with all required documentation.  If you have any questions or would like assistance with the reapplication process, please dont hesitate to reach out to the property manager directly. Wed be happy to help and hope to have the opportunity to welcome you as a future resident.

• Initial Complaint

  Date:06/09/2025

  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.

  Im filing a complaint against Kettler Management, who manages Aster Apartments in ****, **. Ive contacted them multiple times via email, phone, and in person with no resolution.Since March 30, 2025, *** submitted three work orders about a boiling hot stream of water in my master shower. It was hot enough to burn my foot. Maintenance finally came on April 3 and turned up the water heater, which did not fix the issue. On May 12, I submitted another request with photos. After 10 days of silence, I went to the office. *** marked it urgent, yet no one came until May 23, after I discovered water damage in my kitchen baseboards. Maintenance confirmed the stream was the cause and told me not to use the ****************** came May 31, left debris, and tracked mud onto my carpet. I had to sweep, mop, and spot clean multiple times. The paint doesnt match, and the new handle wont turn fully to hot. I reported this June 2. I emailed and called ******, the property manager, with no response until June 3. She said I was only getting half a months rent off, claiming my other bathroom still worked. That bathroom is used by my child and not set up for adult showers.Per NC General Statute *****, landlords are required to maintain safe and habitable housing. Kettler failed this by delaying repairs for nearly two months, allowing unsafe conditions, and failing to properly restore my unit. I am a full-time worker, full-time student, and mom. This situation has been extremely disruptive and stressful.I am requesting a full month rent concession of $1,700. If not resolved, I am prepared to pursue small claims court, where I will present documentation and photos proving their negligence.

  Business Response

  Date: 06/17/2025

  Thank you for taking the time to share your concerns with **** truly appreciate the opportunity to address them. We understand the property team has been in touch and that the needed repairs have been completed. We're glad we could help bring this matter to a resolution and sincerely thank you for being a valued part of our community.

• Initial Complaint

  Date:01/10/2025

  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.

  I had a 14 month lease at ***************** Apartments in ********, **. My lease expired at 11:59 pm on Nov 1, 2024. I moved out and turned in my keys on Oct 31st. I owed ONE day of rent including one day of pet rent, trash pickup, and water/sewer charges which totaled $98.65. I paid my rent and additional fees every month using auto-pay that I setup with the apartments online bill-pay. On Nov 1st, that online bill-pay system withdrew from my checking account the amount of $1,884.00 for the entire month of November! This caused my checking account to overdraw funds. I was in a new apartment on Nov 1st and paid that rent of $1,525.00. My new apartment charged me $10 for the overdraft. Cascades Overlook charged me $50 for the overdraft, THAT THEY CAUSED, and which they have deducted from the $500 deposit owed to me after I moved out. I had no way of knowing or preparing myself for this debacle. I had to call me bank to dispute the charge to get refunded the $1,884.00. Im asking the BBB for help in getting back the $50 Kettler Management/Cascades Overlook charged me for their mistake. And Im sure this has happened to so many former residents of this management company. I did nothing wrong. I, in good faith, paid my rent on time every month and should not be financially responsible for their flawed computer system. I sincerely thank you for your assistance. *** B. *****

  Business Response

  Date: 01/13/2025

  Thank you for reaching out.  Your request has been sent to the Regional Property Manager who will be in touch with you shortly to process the $50 refund.  Thank you for being a valued resident at one of our communities.

• Initial Complaint

  Date:12/11/2024

  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.

  On November 20th 2024 my partner and I went to ****** **************************************************************************** to have a tour of the Apartment building to move in ****. We were properly greeted at the door by **** ***** the agent for Kettler Management. We asked all the questions about the application process before we applied. After this exchange Mr. ***** was not easy to reach, via email nor via telephone.Somehow our application was not properly handled by the agent. My partner **** was the First applicant and I was the ***Applicant. We payed the fees and submitted the application. It took several days before we could hear from mr. ****** and on December 2nd I finally receive an email Denying my application, and just then realizing that I was processed alone. As we reached out to ******** he actually sounded surprised that **** was not processed at all, and with his deepest apologies all the apartments that we were applying for were already been rented.except onebut as **** tried to apply for it online, she discovered that the price listed was now $500 more than the week before.After this none of our Call or Email did anything to get the company to respond to our requests for a better explanation. We did loose the Application fee, which we know its normal in some cases, but this one felt very much like a Play The Customer for Money kind of ************ this time I am not sure what I need to happen, do I want to have another chance to live there? Do I want my Fee back (which it would be partial since they use a Third Party) or do I just want them to change the way to advertise? Thank you

  Customer Answer

  Date: 12/13/2024

  Hello and thank you for your help. My apologies for the grammar.

  At this time we would like Kettler company to give us a second chance for the apartment that we applied for, As seen on the attached picture, for no extra money or fees.

  They have all of our documentation already, and we would like to have **** as first signee and myself as co-signee. If needed we have a Guarantor available as well.

  Thank you,

  Luca and ****

  Business Response

  Date: 01/07/2025

  Thank you for your interest in Rialto Apartments. We understand that receiving a denial can be disappointing and we appreciate your feedback. If you have a co-applicant that you would like to include with your application, you are welcome to re-apply for an available apartment and include their application.  Our rental rates are subject to change daily based on current market conditions, so we encourage you to act promptly if you see an apartment you desire.  If you have any questions about the community or the application process, please do not hesitate to reach out to Rialto Apartments and request to speak with the Community Manager.  Thank you once again for considering Rialto Apartments.

• Initial Complaint

  Date:12/05/2024

  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.

  I am filing a formal complaint against ******** ******, the property manager at ************************************************** Since October 3, 2024, I have been waiting for my rental application to be processed, despite meeting all requirements and paying the application fee. The property manager has repeatedly delayed the process by refusing to provide my guarantor with the necessary information to complete the application, even though the complex accepts guarantors.Other applicants have received complete information about unit availability, leasing terms, and move-in dates, but I was only given partial details, such as the rent amount. I have also been subjected to unnecessary and repetitive requests for additional paperwork after being told my application was complete.Additionally, I witnessed Ms. ****** sharing sensitive information about another applicant, including their income and bank details, in an unprofessional manner. This raises serious concerns about privacy and confidentiality at the complex.I feel I have been treated unfairly compared to other applicants and subjected to undue delays and lack of transparency throughout this process.Desired Outcome:Immediate and fair processing of my application.Assurance that privacy and ethical practices will be upheld at this property.A written explanation for the delays and inconsistent treatment.Thank you for your attention to this matter.

  Business Response

  Date: 01/08/2025

  The customer has been in touch with our regional leadership.  We have since processed her application and got it approved. She moved in and took possession of her apartment shortly before the holidays. We have reached out to her to check in and see how she was doing after her move,and will continue to do so regularly. 

  Customer Answer

  Date: 01/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22647156
  
  I am rejecting this response because:
  It is untrue that I was contacted and checked on. I never received a legitimate reasoning as to why my application wasnt processed in October when the company I chose sent multiple correspondence asking for proper information as ******** told me I left the email right there. It should also be illegal I was tricked into filling out multiple applications and  told to put the original date although it was months later. It should also be illegal the promotion in December when my lease was signed was TWO months free rent but I was only awarded one. It should also be illegal to advertise as high speed internet ready and here we are a month later and I have not been able to receive internet service despite diligent efforts to receive service. Had Kettler contacted me and check on me as they just lied and said they did they would know this information and should have made way to rectify all grievance.
  
  Regards,
  
  Si Green
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  I am writing as a former tenant of ********************************************************************, who vacated the premises on Jul.30.2024. I am writing to formally demand the refund of my security deposit totaling $3114, as you failed to comply with the obligations outlined in ********* of the ******** Code regarding the handling and notification of deductions from tenants' security deposits. This letter serves as the final notice of my intent to escalate the matter if ************ per ********* of the ******** Residential Landlord and Tenant Act (effective July 1, 2024), landlords are required to return the security deposit within 45 days of lease termination or tenant vacating the property, along with a detailed itemization of any deductions for damages that exceed normal wear and tear. If the damages exceed the deposit and involve third-party repairs, landlords must notify the tenant in writing within 45 days, with an additional 30 days allowed for itemizing such costs. Failure to meet these obligations can result in the court ordering the return of the full security deposit, along with actual damages and reasonable attorney fees. No such notification was provided within the required timeframe, despite my compliance with all terms of the rental agreement, including the timely return of keys.

• Initial Complaint

  Date:10/19/2024

  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.

  A plumbing emergency required professional attention & corrective action: 1) Kettler management contractors unable to mitigate; 2) kettler management on-call emergency staff were unresponsive;3) private plumbers cannot respond without a landlord request.

  Customer Answer

  Date: 11/10/2024

  Supplemental conditions:

  1) radon test results elevated in main sleeping area of apartment;

  2) heating systemwide shutdown; 

  3) hot water systemwide shut down. 

• Initial Complaint

  Date:08/09/2024

  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.

  My boyfriend ****** ****** and I have been tenants at Amberleigh Apartments for two years and our entire experience has been awful, but as of recent events we have reached our breaking point. As of Wednesday, July 31 - Sunday, Aug 4 the **** system in the townhouse/apartment complex for half the residents stopped working. So we were without air conditioning for 4 nights and 5 days during a heat wave. Amberleigh never answers the phone during normal business hours. On Sunday August 4 we were fed up and decided to discuss the issue in person, so we walked down to the **************** at noon since that is when they open and we were not the only angry tenants there waiting. There were around 20 extremely angry tenants all having the same issue as us and in addition our water stopped working on Sunday August 4 in the morning without notice. There was one guy working at ********** and of course ******* ******* who is the property manager refused to face us tenants. These living conditions are unacceptable. There were so many angry tenants. We would like some assistance in making Amberleigh fix these issues in a timely manner and to stop ignoring their tenants. We want to report how deplorable their customer service is and something needs to be done. I think Kettler Management needs to be investigated because they treat their tenants awful. We are asking for Amberleigh for a fair prorated rent for August due to the unlivable conditions. Our rent which was $2,980.66 is now $3,243.66 because they have charged a late fee of $263 and we are requesting the late fee to be withdrawn. We have never been late on a payment and we have every intention to pay. What we need is reasonable compensation for the unlivable conditions in our unit during the first week of August. Lastly, we are requesting to be reimbursed $271.88 for the hotel invoice. We have also reached out to *****************************, so I attached the more detailed complaint.

  Business Response

  Date: 09/10/2024

  Thank you for reaching out and sharing your concerns with us. We genuinely appreciate your feedback and the chance to address this matter.

  We understand a recent severe storm and power surge caused some unexpected issues. Our community team has been in touch with you regarding these circumstances, and we want to assure you that we are committed to keeping our residents informed about repair status during such events. As of August 5th,all repairs have been completed and there are no further issues.

  Thank you once again for your residency and for your understanding.

  Customer Answer

  Date: 09/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22117086
  
  I am rejecting this response because: their lawyer replied to Fairfax Consumer Affairs  on Sept 3rd stating that Amberleigh was in constant communication during this time. I responded saying they only sent 3 emails. The first email sent on July 31st regarding the power outage, second email sent on Aug 1st regarding the ** Update, and a third email on Aug 3rd saying the ** had been restored. Since they knew again on the 3rd there were glitches, why didnt they send out another email?No other email notifications were sent knowing tenants still didnt have ** on Sunday Aug 4th. Why didnt they send an email on Monday Aug 5th stating that the ** has now been fixed for rest of the community?
  
  Also, they blame another tenant for calling 911 as to why our water was shut off. They are not taking accountability for the fact that their staff told us that our water would be fixed the next day. Given that information we booked a hotel. Were we supposed to stay here in hopes that the water was turned on when we were told it would be the next day? We feel we should be reimbursed for our hotel stay based off what the Amberleigh employee told us after he talked to *******. Once we are reimbursed for the hotel we feel our complaint is then resolved. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/26/2024

  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.

  As a former tenant, I have a discrepancy with the final bill received via email on July 26, 2024. There were no damages and there are other modifications such as our actual move-out date.

  Business Response

  Date: 08/15/2024

  Thank you for reaching out to us and bringing your concern to our attention.We genuinely appreciate your feedback and the opportunity to address this matter.  We understand that the community has provided you with all the necessary supporting documentation for the final statement. Please let us know if we can be of further assistance and thank you for your residency.

• Initial Complaint

  Date:07/09/2024

  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.

  Hello, I have a complaint about repair issues At my apartment complex the fields of ********* the elevator at this location has been down several weeks I have a physical disability and I have great difficulty walking up and down the steps. I have sent several emails to the rental office at The fields of ********* and have yet to hear back from any one at the rental office. We the residents did get a letter about a week ago letting us know that the elevator would be fixed as soon as a part came in to fix the issue. My concern is there has not been any more emails to update us about what is going on with the elevator. Im asking for a update on the elevator situation or I am asking for reasonable accommodations be made for me thanks for your time