Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rude and dismissive management that withheld my original lease when I wanted to review it to make a sound decision about the apartment complex. Out dated appliances and apartment that I asked for updates that were never done then charged to me after I moved out. They are continuing to charge me and trying to force me to agree to pay them over $2000 to break my lease which they never told me about to begin with prior to moving in nor is it on my lease. I attempted to pay the fee with a promise to not report to my credit and to pay in increments that was denied. In addition I made several complaints that I was unsafe and even told them about a neighbor threatening me and filed a report and nothing happened. The same individual in questions kept damaging the doors, and break walls yet was still allowed to be there. They were antagonizing me and my children and management did nothing. This was discriminatory and I was treated poorly due to being the only person of color in the building. Also, I am still being charged rent and I am not living there. I would like a bill adjustment and a written payment arrangement that is reasonable and protects me from the Apartment complex from reporting to my credit.

  

  Business response

  11/13/2024

  This resident is correct that her lease does not contain a provision for early termination and she is responsible for the full lease term. We provided her with a copy of her lease when she requested it.   The resident contacted management to ask if there were any options for an early lease termination because she wanted to purchase a home.  We offered the resident the same lease termination options that we do all residents, there was no discrimination, she simply didn't like the options presented to her, and skipped out on the apartment to purchase a home.   When this resident complained about their neighbor, we sent that neighbor a lease violation notice.  The resident never complained about the situation again until she found the terms of the lease buy out to her disliking.   Our lease termination buy out offer still stands.  For fair housing compliance reasons, we can not offer her preferential or differential treatment. 

  Customer response

  11/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The reason for me leaving was for the safety of me and my children and I communicated via text to management that I felt unsafe and that is why I left the apartment. There was more than one incident that was ignored by management. Management only gave a lease violation for the neighbor breaking a common area door. I have not been treated with grace as the neighbors were due to my skin color. Management has always showed them favoritism. After this occurrence,  the leasing office knew of two other incidents that was communicated by text and in person that they claimed they could not address even with me filing a police report. One was the verbal threat and aggressive weaving of a car towards me, and the slashing of my tires. My tires have been slashed on two occasions. The threat to do me bodily harm was not addressed and was the last straw that made me start looking for another location that was safe and affordable. This in addition to many intimidating tactics the neighbors did like put trash in front of my door because they thought it was mine and putting trash on my car because they assumed I littered. The property manager responded “ I would put trash back in front of your door too if you left it outside” .  My concerns were dismissed on numerous occasions and I was treated differently from the neighbors.  Business offer was given rudely and I was not given my original lease thy I requested several times prior to moving. I was not given a fair opportunity with all the documents I needed to make a sound decision. Management went through  different property managers and did not have my old lease to give me. I had no idea what to compare an offer with without my lease that was only given to me this week. I kept only getting a one page lease renewal with no details of my original  lease with no terms. This was not helpful.   I am asking only for the end of December to give them the total $2350. I just ask that they not report this to my credit and give me grace to pay at the end of December. I can pay half of the fee by the end of November but not the total. I won’t be able to live as $2350 is only a little less than I bring in a month. I can’t afford to give that out in one lump sum.   Regards,  ******* ******

  Customer response

  11/18/2024

  I would like to re open this. The fee they are adding was not in my lease. The customer is disputing the closing based on the above statement, therefore, BBB has reopened the complaint and is seeking an additional business response please.

  

  Business response

  11/21/2024

  BBB spoke to an administrator at the business and the following was relayed: There is no additional fee for early termination.  If a tenant chooses to leave their lease we require 60 day notice and payment 2 months rent and they agree to forfeit their security deposit.  This customer was purchased a house, while still in her lease.  We offered her what we offer everyone- she can also sublet if she'd like.  Or the aforementioned conditions must be met.  Thank you.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Cabot group recently acquired my apt complex and forced families out to do renovations to raise the rent. They offered me 2 months rent and security deposit back if I left by August 31st which i did. As of Sunday, September 22nd.. I have not received said amount. NYS law states it must be sent within 14 days which it was not. I have emails from the property manager stating it was not. Their accountant didn't send anyone they kicked out their checks and she apologized. I told her NYS law states that if they are not sent within 14 days I'm entitled to double the amount. She said that she had already apologized but being a couple days late doesn't warrant that and take them to small claims court. I have all the emails admitting they broke NYS law and therefore cancelled the contract we signed. The families who had to leave and have not yet, as of Sunday, September 23 , received the promised funds within the 14 days of when we had to move on August 31st, will be contacting the Attorney general for Cabots continual abuse of NYS law. We are also filing a class action suit against the Cabot group for not returning the promised funds per our agreement within the 14 days of August 31st. They continually show a history of abusive practices and not following NYS law and refuse to be held accountable.

  

  Business response

  10/01/2024

  The complaint accepted the offered incentive to leave early, we did not require them to do so.   We mailed the security deposit refund on the 19th.   We do not feel any more action is required at this time. 

  Customer response

  10/07/2024

  The Cabot group did not send my, and many others they forced out, our security deposit checks within the 14 days of moving out which is required by NYS law. I have all emails from them confirming that they were late but refuse to double our security deposit refund back as is required by NYS law. They instead chose to tell us to take them to small claims court. Which we are.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company raises rent like no tomorrow.they push people out of thier homes. They tell people to move out. They do nothing to fix issues. The parking lot is a mine field. The people are extremely rude. They do nothing but make rmpty promises and raise rent and expect people to deal with it.before these people took over my apartment complex everything has gone downhill.from rent to clientele. It was a good place to live but now its more ghetto than decent class people. I am talking about Presidential Estates in rochester NY.

  

  Business response

  09/04/2024

  THE CABOT GROUP started managing the property in 2024 (when our client purchased it).  The market rents for the property are still below market and a value when compared to competitors of the same construction, class, and condition.  The resident will have a hard time finding comparable housing at a lower rent.  If the complainant felt it was of no value, they could have opted to move out at lease renewal.   The parking lots will be resurfaced before the end of the year.  When we started managing the property, there were many open staff positions.  We have the property fully staffed and working to improve the overall maintenance of the property.   We feel that this complaint was unjustified. 

  Customer response

  09/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    Regards, *** ********

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was required to present the Cabot Group a security deposit for my lease at apartment ***** ************ *****. My lease terminated 2/15/2023. The Community Manager told me it takes 2 weeks to process the refund of the security deposit. Two full weeks have gone by and the deposit has yet to be refunded. I have contacted the property manager twice with no response. I am owed $995.

  

  Business response

  03/02/2023

  Ms. ********** lease expired on 2/15/23. We mailed her security deposit refund of $995 to the forwarding address she provided on 3/1/23 (two weeks after she moved out).

  Customer response

  03/02/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have not received the refund, and until I do, this claim should stand.   Regards,  ***** ********* 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a multitude of problems with this business but the main problem currently is that everyone’s rent was raised this year, but the amenities such as the pool and exercise room are unavailable most of the time. Currently the key fobs do not work to open the gym doors, and this has been an going issue for the past three weeks with no resolution yet. The pool is open only a few days a week if at all and often is canceled without notice. This is also the second year in a row that my garden, which even with a fence around it, was destroyed yet again. I’m upset that rent has been raised and our amenities that we pay lots of money to have available, are not. It’s false advertising and unacceptable from a tenant standpoint.

  

  Business response

  08/09/2022

  We feel that our market rents are competitive considering current market conditions. Operating expenses have increased dramatically along with inflation, and we've tried to keep our increase in line with inflation even though some of our operating costs, such as wages, have increased by more significant margins. As a courtesy to existing residents, the renewal rates we have offered to our existing residents are well below our current market rents, and we think they represent an excellent value. As Ms. H  elected to renew her lease instead of moving, we assume she reached the same conclusion. 
  

  The key fob system for the gym area had technical difficulties that started on 6/27 /22. We needed an outside contractor to repair the system. The earliest they could schedule the repair was  7/18/22. We notified residents of this situation by email. 
  

  The pool hours of operation have been posted each month from the start of the pool season. Unfortunately, the closures or schedule changes to the pool hours are due to staffing shortages. The local media attention widely publicized the lifeguarding shortages in Monroe County, and we were fortunate that most of our lifeguard staff returned from last year. Notice of scheduled changes is given to the best of our ability via email to the property. We hired an additional lifeguard on 8/1/22 to extend pool hours further. 

  Customer response

  08/10/2022

  \I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
   
  
  
  
  
  

*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. ↩