Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of a Rye Sobo apartment managed by Cardinal Group Management on November 1st, 2024, almost 100 days ago. I have yet to receive my security deposit back and have called several times with them promising to send a check for the amount they owe me. They claim to not have my new address, but I provided it on my Intent to Vacate notice, my move out papers, and have provided it each time Ive spoken to them on the phone. From my experience with this company, I believe they are being negligent intentionally to withhold security deposits. I would like my full security deposit in accordance with *********** ********* (2023).

  Business response

  02/06/2025

  The security deposit refund check was issued on November 13, 2024. It was returned to the corporate office by the carrier and subsequently forwarded to the community via ***** on February 5th. The resident was contacted by phone, and a voicemail message was left to inform them that the check had been returned. Please let me know if you have any questions or need additional information. Thank you.
  

  Customer response

  02/06/2025

   
  Complaint: 22905935
  
  I am rejecting this response because this response is inaccurate. There was never an attempt to reach out to us. Any attempt to resolve this situation has come from us. We spoke to them once in November, once in December, and twice in January with no mention of the refund check being undeliverable. Every time we have spoken to them, they have asked for our new address even though as stated in my primary compliant this was provided on my Notice of Intent to Vacate, my move out papers, and the multiple phone interactions. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/20/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am not liable with this debt with 09 cardinal group. I do not have a contract with central collection agency trying to collect and report this to my credit report. They did not provide me with the original contract as requested.

  Business response

  01/22/2025

  Hi Darien,

  Could you please clarify which community you are a resident of?

  Best,

  Cardinal Group Management

  Customer response

  01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am NOT a resident of your community. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Management Team, I am writing to file an urgent complaint regarding the unprofessional and aggressive behavior I have experienced at the paddock at *************************, particularly involving the manager and a staff member named **** from the leasing office. I have been a resident here for 12 years and have always paid my rent on time. However, the recent issues began when the online portal malfunctioned, preventing me from making a payment. I was blocked from paying, and the portal advised me to contact the manager. Despite numerous attempts, I was unable to reach her, as **** repeatedly refused to let me speak to the manager.***** behavior has been consistently rude and dismissive. She has assumed that I do not understand English, spoken to me with a bad attitude, and even hung up on me multiple times. On one occasion, I was told by another staff member that if I brought a cashiers check today, late fees would be waived, and this should have been recorded. However, when **** interfered, yelled at me, and contradicted this information, claiming no fees would be waived. She then threatened eviction if I did not pay by 3 PM.The lack of clear communication, the contradictory information about my rent situation, and the unjust fees charged are unacceptable. This behavior from the staff and the manager is unprofessional and disrespectful. As a long-term resident, I believe I deserve to be treated with dignity and fairness.I request immediate action to address this matter, including:1.Waiving the late fees as initially advised.2.A full refund of any unjust charges.3- A review of the behavior and actions of the staff involved.Please contact me at your earliest convenience to resolve this matter. I look forward to your prompt response.

  Business response

  01/14/2025

  Hello ****,
  
  To address your first stated concern, Paddock at ******* is declining to waive late fees, as a review of your account shows the charges applied to it were valid. This is due to the non-sufficient funds balance at the time of your attempted payment, which failed. 
  
  Cardinal Group Management reviewed the matter with the ***************** manager. Your inability to make payments on the resident portal is standard procedure, due to the recent non-sufficient funds notice, but they will be glad to restore your eligibility for that function as soon as protocol for clearing a non-sufficient funds case allows. However, your ability to access the resident portal itself should not be impacted. Please let me know if you are unable to log in.
  
  The community manager assured me your balance is zero after a payment was made successfully in person on January 9.
  

  Thank you.

  
  

  Customer response

  01/14/2025

   
  Complaint: 22790391

  I am rejecting this response because:
  I am very disappointed with how this matter has been handled. It is unacceptable that the manager has refused to address my concerns, and I have been subjected to rude and unprofessional treatment by the office staff. In my 11 years as a resident, I have never experienced such disrespectful behavior . 
  
  My concerns extend beyond the fees. The unprofessional treatment I received is deeply troubling, and I believe it warrants further attention. I request to speak with a regional manager to discuss this matter in detail.
  Please let me know how I can escalate this issue appropriately. I deserve all the respect and appreciation as a long time resident at the paddock at *******. Since 
  
  Since the new manager took office and came instead of ****, she has consistently been aggressive and has resorted to sending threats to residents who request to discuss concerns with her. This behavior is highly unprofessional and creates an environment where residents feel intimidated rather than supported. 
  
  
  
  
  
  **** ****  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is falsely advertising studios as 1 bedrooms across its portfolio and uses a room assignment system that prevents tenants from seeing the unit until a lease agreement is signed. I have video evidence showing that the company has marketed its studio as 1 bedrooms on its website and in physical brochures. The company has put up walls in its studios (many with 5-6 foot openings into the wider unit, with no doors), and all of these bedrooms have no windows / point of egress. In units with barn doors set up, this poses a significant safety concern if a fire were to occur, and at the very least in units with no doors it is deceptive marketing to get tenants to pay the price of a 1 bedroom and receive a studio.

  Business response

  12/17/2024

  Thank you for your inquiry. To best assist you, please let usk now what community we can assist you with. Thank you. 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived at ****************** apartments from May of 2023-July 2024. On August 26th, they sent the *** I attached here saying that I would receive a refund of my security deposit, but that amount never came. I have called and emailed Cardinal Group but they have not gotten back to me regarding a solution.Cottonwood Terrace now has a new management company, who probably deserve their own complaint, as they are incredibly unhelpful as well. I have called them several times and spoke with their regional manager, but there has been no help.They also mentioned that multiple tenants have had this exact same issue.

  Business response

  11/20/2024

  Hi *******, Thank you for submitting an inquiry. We apologize for any inconvenience in receiving your security deposit refund. We have reached out to the operations team to assist in providing a resolution to this inquiry. We will be back in touch with a response and resolution soon. Thank you.  

  Customer response

  11/26/2024

   
  Complaint: 22577472
  
  I am rejecting this response because: There is not a resolution yet, so I believe this inquiry needs to stay open.
  
  Sincerely,
  
  Michael ****

  Business response

  12/04/2024

  The security deposit check was cut while under Cardinal Group Management but never cashed. Asset Living confirmed and are sending a check to the past resident. Cardinal does not have any open bank accounts for this community any longer and cannot provide any further resolution. The new management company, ************, will provide a resolution and the security deposit refund. Thank you.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business does not maintain its property. They do not communicate with residents at their property. They shut off utilities to whole buildings without warning, unrelated to bills being paid by residents. They fail to secure the property with the gate they promise in their lease agreement. Their units are hazardous by way of exposed baseboard heating, mold, animal f**** around the property, etc. They fail to provide the basics listed in their own lease agreement as well as the amenities advertised to draw in residents. They claim to have completed maintenance orders when maintenance has, in fact, not set foot in the affected area(s).

  Business response

  10/15/2024

  To best assist you with your inquiry, please provide the name and address of the community you're requesting assistance with. Thank you.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $2475 security deposit upon moving in to Hangar61 in 2022. I moved out 9/5/24 and was informed after deductions that I should expect a refund check of $1711.50. To date, I have not received the refund check. Ive made to inquiries about the status of when I should receive the check but have received no response and no refund as required by law.

  Business response

  10/15/2024

  As of today, October 15, 2024, Cardinal Group Management no longer manages this community and unfortunately has no access to the systems to provide a resolution to your inquiry. Please contact the new incoming management as they can best assist you. 

  Customer response

  10/15/2024

   
  Complaint: 22420731
  
  I am rejecting this response because:

   

  Although they are no longer the management company, they were the management company during the duration of the lease and at move out. They should also know the name and contact information of the new management company and should provide that for further follow up and issuance of the required refund.
  
  Sincerely,
  
  ***** *******

  Business response

  10/24/2024

  The new property manager is RMP - Roscoe ******** Management. You can reach them at ****************************************. 

  Customer response

  10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory to me as when I reached out to Hangar61 direct two days ago they informed me that the Cardinal group was responsible. I will try this email that has been provided, but if the issue remains outstanding, I will follow up.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Move-In: August 21, 2024 Total Payment Made: $2,975.00 Upon my arrival at Villages on ********* on August 21st, I found the unit unprepared for occupancy. Despite being promised essential furniture, including a desk, chair, drawers, side table, couch, and a queen-sized bed, none of these items were provided. Instead, the apartment was dirty, with leftover pills found in the cabinets. As a result, I was forced to sleep on the cold, hard floor.The bathroom was also in poor condition, featuring black mildew covering the drain hole, and the towel rack had been ripped out of the wall. Additionally, the first time we used the dishwasher, it flooded the apartment, and this issue remains unresolved. The water/ice machine was non-functional, and the dryer wouldnt start, which required me to go to the washateria until repairs were made.These items were explicitly included in my lease agreement. I have made the property aware of these issues through email correspondence and a move-in survey.I am seeking compensation equivalent to one months rent to address the distress and emotional suffering caused by these unresolved issues.

  Business response

  10/14/2024

  Hi ******, 

  All maintenance orders for 1102A have been completed. *** ******* responded on August 30th and everything to our knowledge has been addressed. There are no open work orders so if there is something new, we are unaware. 

  Thank you!

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of this apartment at the end of June. I paid them two cashiers checks for $2300 and for $90, respectively. I signed a form ending the lease and was told that i could expect some money back from them for the security deposit once they examined the apartment, but there was nothing further i owed them. The $2390 was supposed to cover a "first and last months rent" as a fee for ending the lease, and the $90 was to cover the remainder of the utilities from the last month. I moved out of the apartment at ************************************************, about a month after this company bought out the property, and i told them i was never able to create an online account on their new portal system, which was why i paid them in cashiers checks to break the lease. About two months later, some guy started texting me, telling me that i owe them ******, for nondescript charges that he refused to explain. It was clear the man who was texting me did not have my email or my new address, both of which were provided to the company, so i began to wonder if he was related to them. Eventually he stopped answering any questions i was asking about it and just reiterating that i should log on to a sketchy looking website that i did not know to be associated with the apartment management to pay them. I replied that i believed him to be a scammer, and blocked his phone number because i knew the apartment had my email and new address. Just today, i got this text message. I did not want to use the link provided in this text because i don't know if it is from a real company or a scammer. But i tried calling the company and ******* wireless told me it was unlisted. I searched for sometime to figure out how to contact what ever entity sent me this text, and this was the only means i could find. I googled ************************************** and it was a anonymous looking website. Please contact me and let me know if this is from this company or a scammer. I don't owe you money and signed a form to break my lease.

  Business response

  09/30/2024

  Hi Justin, 

  Thank you for reaching out. Can you please share the community name, address and website link.

  Thanks

  Amale

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Village on ********* offered a $250 gift card upon lease signing; that promotion has not yet been fulfilled. Management confirmed, on day of lease signing (July 24, 2024), that we were eligible for the offer and would receive the gift card no later than August 31, 2024. On 09/05/2024 I sent an email to property requesting update. No response. On 09/06/2024, we stopped by the office in person to inquire and were told the promotion would be received "in two weeks". 09/17/2024, another email was sent requesting update. No response. Another in person visit today, 09/20/2024, to inquire and the response was "there's been a delay" but no explanation or delivery date was provided. I have also left several voicemails asking for a return call, but no one will call me back.

  Business response

  10/17/2024

  Thank you for reaching out. We did run that special and awarded out based off a tracker but there have been we had some issues with the tracker not completely pulling through all residents who were awarded this incentive. Your gift card will be sent out by the end ot the week. Thank you.

*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. ↩