ComplaintsforThe Connor Group, LLC

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of my apartment on July 14th, 2024. I have yet to receive my security deposit. I called the rental company on August 15th because 30 days had passed and the state of Ohio says it needs to be returned within that time frame. I was told due to the timing of when my lease ended, it was too close to the end of the month to send my security deposit for the end of July. I was told to expect it a full return by the end of August/beginning of September. I sent a formal letter in the mail with certified tracking and receipt confirmation that the company received and signed for on September 14th. I have called numerous times and have left 5 messages. Two of my phone calls were answered and I was told it would be passed along to accounting and I would receive a call back. I have never received a call back from this company. It is now October 17th and I still do not have my security deposit. I still have no explanation as to what the delay is either. I expect my security deposit returned promptly with haste.

  

  Business response

  10/17/2024

  This former FAS has been sent in for the security deposit refund.

  Customer response

  10/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This does not explain what has happened and what the delay has been. I will not be closing the case until I have received my security deposit. The response does not tell me anything or provide a timeline. 
  Sincerely,
  
  **** *****

  

  Business response

  11/14/2024

  The leasing office did not have the correct forwarding address and have reissued the check on November 1st with the correct forwarding address.

  Customer response

  11/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received the check and consider the matter closed. The explanation is incorrect, but I am happy that this experience is over. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my concerns about my experience as a tenant at Grand Rivera, particularly regarding the handling of my security deposit and unethical behavior by the property manager, *****. When I signed the lease, I was informed that the trash fee was $25, but I later discovered it was actually $75 due to a $50 "city charge" that was buried in the fine print. I was also misled about the internet service, as I was initially told I could use my own provider, only to learn later that I was required to use the building’s service for $100 per month. Upon moving in, I noticed a strong smell of mold, which was never properly addressed despite having a newborn. My rent was increased by $500 during renewal, despite multiple unresolved maintenance issues, including a collapsed closet shelf. I was told to patch holes from TV mounts, which my husband (a general contractor) did thoroughly, and I was informed no repainting was needed for dirt on the walls, as it was considered normal wear and tear. However, when I received my itemized deposit bill, I was charged for the patched holes and repainting, as well as for a detached ceiling lamp that was not damaged when we vacated the apartment. I suspect this damage occurred post-storm or was tampered with to incur additional charges. After leaving a review, ***** responded with coercive and unethical behavior, threatening to increase charges unless I removed the review and refused to assist with resolving the false charges unless I removed the review. She also stated we would be considered trespassing if we returned to the property since my husband and I stated we would proceed with legal action if no one was willing to help with the false charges especially the tampered ceiling lamp. I am reaching out to the Connor Group in hopes of resolving these issues fairly before pursuing legal action. Thank you for your attention.

  

  Business response

  10/29/2024

  Regarding the trash fees, resident signed utility addendum laying out all charges. Management has no reports, complaints or work orders submitted to treat mold in their home. There was also no mold present at time of move out walk.
  
  Management walks all move outs with the same process. Photos were provided to the former resident. Both residents threatened the staff in person & over the phone unless demands were met. A calm conversation could not be had on the phone as the former resident continued to slander & make false accusations towards the staff. Management asked the former residents that if they had any proof upon move out that these charges were inaccurate, to please submit them for review. No photos have been submitted at this time

  Customer response

  10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This company is horrible, and the manager ***** is extremely unprofessional and rude. As residents stating that we will go pursue legal action is not a threat that is a defense considering a lamp was detached from celling and we are being charged for it and it was not like that when we left. We didn’t take pictures when we left because we didn’t think the staff would tamper with the apartment to incur charges. It’s hearsay at this point and honestly this company has so many bad reviews that it’s sad. ***** demanded me to remove my bad review in order to help us and to not incur more charges. That is unethical and. REAL threat. Keep your dirty money we don’t need it. This company has enough bad reviews everywhere eventually it will be sold due to horrible customer service. 
  Sincerely,
  
  ******* *********

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Moved in to The Estates at New Albany in Sept 2023. During the inspection, I noticed the vinyl floor (planks) were ripped. This was annotated on the moving checklist and pics were taken. I moved out Sept 7, 2024. I received the move out check list and they included the planks. Landlord is claiming $200.00 for the replacement. I sent emails to the Property Manager with evidence of the planks (pics, checklist). For the past few days, I called and they are not returning my calls or responding my emails. I contacted HQ Connor Group to obtain resolution. As of today, I haven't received any resolution. The Landlord is claiming $1,280.00 for carpet damages, windows blinds (2) and the planks. I would like a resolution to this matter since they can send this to collection after 30 days. I had been diligent and proactive and acting in good faith. The amount to be paid should be $1,080.00 which i am ready to pay. Respectfully, ******* ********

  

  Business response

  09/25/2024

  Management has followed up with this former resident and will be removing the vinyl charges on his Final Account Statement.

  Customer response

  09/25/2024

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived at Reserve at Canyon Creek in San Antonio from June of 2023 to June of 2024. They kept $275 of my deposit for "damages" that are basic wear and tear (ex. holes in the walls which tenants are permitted to have without charge). Even if it wasn't covered under basic wear and tear, the damages are not worth $275, they have not provided evidence of payment for that amount to fix the "damages." I'm requesting my $275 back. In addition to this, I did not have a functioning dryer the first two months I lived in the apartment complex. I paid an extra $50 a month for a washer and dryer, and despite my numerous emails, calls, and stopping by the office for an update, it did not get fixed for two months. Charging me for a monthly fee for an appliance that does not work for the entirety of the month is a breach of the contract. I'm requesting $375 back for the washer/dryer fee ($100) as well as the deposit ($275).

  

  Business response

  10/15/2024

  This former resident was charged $150 for the damages she incurred to her drywall. The additional charges were for her final utility charges. Holes in walls are not considered wear and tear. Per the move out check list the former resident received, holes are to be patched or filled before move out. Her maintenance for the dryer was addressed and fixed. The final charges stand.

  Customer response

  10/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: you have unfairly charged me and I expect my deposit returned. The amount I was charged does not match the repair costs that should be normal wear and tear. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service and quality of living conditions at Gardens was too low to continue residing there, after receiving some temporary hearing damage from one of their fire alarms (which went off frequently, about once per month due to boiler room issues, and were inescapable.) After leaving, I had to send multiple emails to get information about my missing deposit. ~3-4 months later, I got a pdf for cleaning fees that totaled the exact amount as my deposit, and included things such as, "shower cleaning" and "shower tub cleaning" as separate line items. They might as well have charged us for "cleaning the north wall, east wall, south wall, and west walls. To be fair, we did NOT vacuum or mop before we left, because I was instructed not to by the staff on two separate occasions (because I sought confirmation.) I did fill in all the holes in the wall, as instructed, before we left. I did my best to follow instructions from the staff. To make matters worse, Gardens at Cherry Creek charges a cleaning fee to new residents upon move in, so they shouldn't be able to charge people at move out and at move in (as a note, we actually got a rent discount one month because they did such a poor job "cleaning" our apartment before we moved in.) Illegal or not, their behavior is immoral and contributing to the degradation of the fabric of society. We shouldn't let companies behave in ways that would get an individual thrown in jail or otherwise beat within an inch of their lives. This needs to stop. I would like half my deposit back to cover the deceit, and the other half back to cover all of this writing and subsequent legwork to get my own money back. I should ask for interest because I would have to pay interest if the tables were turned.

  

  Business response

  08/14/2024

  The individual line items on this former resident's final account statement outline the specific charges for the necessary cleaning that took place upon move out. The property also does not have a "move in" cleaning fee and is not an item listed on their ledger. The former resident also stated to the property via text that they "feel bad leaving the floor unvacuumed before we left, but our vacuum cleaner decided to die as we were moving out". Any concessions granted by the property to the resident are due to management holding themselves accountable and doing right by the residents. The final charges will not be adjusted.

  Customer response

  08/15/2024

  
  Complaint: ********
  
  I am rejecting this response. Did you read it? They said I admitted not vacuuming like they had won some kind of prize. They charged me for cleaning specific items in the apartment, notably, not so much the floor.
  
  I was told by staff on two separate occasions that I did not need to clean, but needed to spackle any holes in the wall, which we did. 
  
  Connor Group has been extremely difficult to make contact with and was very late to send out their refunds. My neighbors also had an issue getting their deposit and had to try many times to finally get it. This is clearly part of Connor Group's business model, and if not illegal, is extremely immoral.
  
  If I am not properly reimbursed, I will reclaim my value in other ways. I've tried to be fair, and it's no longer acceptable for companies to push around individuals. We should not allow this to continue anymore. These are bad people. Period. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been paying for 2 parking spaces for over 2 years. A new tenant moved in and they have them one of the spaces I've been paying for. They have owned this property for 9 months and still can't figure out the parking lot. I will no longer pay for either spot since I could come home and my other spot could be given away at any time. I expect a reimbursement for July of $70 and don't bill me for them again.

  

  Business response

  08/14/2024

  This complaint was filed under previous management. The matter has been addressed and resolved under new management by adding an additional parking space for the resident.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible conditions. I have many pictures. Entry/exits gates out of order. Robberies/Burglaries. Homeless in restrooms. Pool gates don't work. Non residents use pools and dump trash on weekends. Package room a mess with rotting food delivery boxes and bugs. Dirty/moldy HVAC. Gutters clogged so a flood each heave rain.

  

  Business response

  08/02/2024

  The resident came to the agreement with our council and the office on a move out date of August 11, which has accepted in the office.
  
  Items in her complaint below have all been addressed by the property and are not current issues. She has continued to file frivolous complaints with Pinellas county for the pools that were also proven to be baseless. 

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They gave me a 30 day vacate notice on July 9th. This was 48 hours after I filed this complaint with the BBB. (Attached) 

  i filed a Emergency Injunction to Halt Evection/30 Day vacate notice on July 24. (Attached) 

  They sent me an “agreement” that I did not agree to nor did I sign.
  

  I maintain the position of a 90 day period to secure replacement housing. My 84 year old handicapped mother is also on the lease and lives here with me. I will vacate the property by October 31, 2024. 
  

  Also attached is a recent picture of the green algae in a pool.  

  **** **** 

   

  Customer response

  08/02/2024

  They gave me a 30 Vacate Notice on July 9th. This was 48 hours after I filed this complaint with the BBB. 
  

  I filed an Emergency Injunction to request 90 days to Vacate on July 24. 
  

  they presented me with a several page “agreement “ that I DID NOT agree to nor did I sign it. 

  

  Business response

  08/14/2024

  This resident's tenancy will expire due to multiple lease violations.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived in Carmel Center Apartments in Carmel, IN from Sep 2022 - Jun 2024. The Connor Group took over management of this property in Nov 2023. During my residence, one set of blinds stopped turning/opening because of repetitive use over time. I requested my blinds be fixed at my final walk through. Maintenance failed to fix them. I had my final walk through of my apartment on May 28, and my last day of possession of the apartment was Jun 7. I was present for the final walk through with at least one property manager (*****) and another woman. Both confirmed that they did not note any damage and the walk through was complete. While following up about my security deposit return on Jul 3, property manager, *******, told me I was being charged $100 for blinds. Later that day, I spoke with property manager, *****, that claimed that because I was the occupant of the apartment while the blinds lost function, they held me liable. On page 1 of the lease renewal I signed in Sep 2023, it states, "In the event you shall fully and faithfully perform and keep the terms, covenants and conditions of this Lease Contract and return the Apartment to us at the expiration or termination of your tenancy in as good and clean a condition as they are in as of the commencement of this Lease Contract, ordinary wear and tear excepted, then the security deposit, or the appropriate portion thereof, shall be refunded by us to you." It also states, "Reasonable wear and tear shall not include breaks, holes, scratches or burns in any surface, fixture or appliance..." The blinds had absolutely no breaks, holes, scratches, or burns and absolutely no visible/external damage -- the track stopped turning over time. Both ******* and ***** failed to explain how this was not reasonable wear and tear. My lease states that I am entitled to that $100 of my security deposit. I made a separate complaint against Carmel Center Jul 3. I don't want a refund from both, just 1 $100 refund

  

  Business response

  08/08/2024

  This former resident has been in contact with our legal counsel. She is not owed a refund for her blinds.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented from The Connor Group in Denver Colorado at the building "Outlook DTC" - In march i was offered a new job out of state and had to move - i notified the front desk agent on 3/1/24 and they told me to come down to talk to them. 3/4/24 i have the meeting and am told that i cannot get out of my lease as they have a "no lease break clause" in the lease - i asked where that was stated on the signed document and they told me they actually dont put it on the lease. I stated that since it was not on my lease i am not obliged to honor that rule. They tell me i have to either find my own person to rent too or pay the remainder of the lease by month or i would be sent to a collections agency. I spoke with a renters attorney and have been told that this is an illegal practice and per colorado renters laws i am protected from undo cost upon myself. I have paid rent until 6/1/24 as i can no longer afford to pay it plus my new rent in my new city. As of 6/21/24 I have still not gotten my security deposit back and I am still being told that i will be sent to collections for the whole amount of remaining rent (6 months). my lease ends 10/24/24. The only thing i am being told is that if i dont like how long its taken them to find a tenant than i can do it myself (it has been over 3 months since i left, still no takers for it). They state that they dont list apartments by # to rent just that its when someone picks it, i dont believe they will find someone until my lease actually expires

  

  Business response

  07/24/2024

  Resident signed annual lease that expires in October.  He was given a new job out of state, and we advised that there was no lease break policy in the lease.  He had been paying MTM until this last month where he failed to pay for June. We have had his unit available and have shown his unit to prospective residents. However, none have signed a lease agreement with us.  As such, he is still responsible for the rental agreement.  We have moved him out since he has vacated the property, and he is failing to pay his rent. His FAS to accounting and final account statement processing.  However, management was very clear that he is responsible for the total lease.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4.29.24 Move-In Date; 5.7.24 actually started residing at residence. Major security concerns with some windows not locking and the front door is rotted through all the way across the bottom! Water damage in both bathrooms which has clearly been patched and painted numerous times. The Master Bath was more severe and after just living here for not even 2 weeks the shower leaked down through the celling into the first floor kitchen. No call was given to notify me they were entering to do the repair after I requested a professional look at the damage. I sat at work all day not getting any response to my shower leaking through the ceiling! Came home to a big hole in the ceiling and a fan running to dry it. Now I am contacting Dept. of Health to get a mold inspection because the Leasing Manager provided pictures of the area they cut out of the drywall BUT they just patched and painted the area that had visible, previously existing water damage. I am also allergic to mold not to mention that's a huge health concern. Leasing Manager noted new carpet on walk thru paperwork... carpets were coated in cat hair once I realized how unclean everything was and started cleaning. (I spent the days prior to occupying the residence cleaning and have been doing so non-stop since because it was filthy! I have now vacuumed 4 times and am still getting large amounts of hair, 2 times with new filter. Not to mention the cat hair that is painted into areas that were actually painted AND the cat hair sticking to walls and other surfaces. I am highly allergic... not sure what they are using that $700 nonrefundable pet deposit (plus $70 monthly pet rent) for but it sure is not being utilized to clean/sanitize the unit for a new tenant. With the health and safety concerns plus the overall condition of this unit I tried contacting Connor Group to inform them. I'm paying $2007.87 to live in a run down, poorly managed property with serious health and safety risks!

  

  Business response

  10/15/2024

  Per this former resident’s application acknowledgement form, the lease is a legally binding document for the duration of the dates listed. We do not have a lease break policy. Maintenance had entered this resident’s unit to fulfill and repair her maintenance requests. She had skipped out on her lease and the matter is in the hands of our legal team.

  Customer response

  10/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I obtained legal counsel prior to exiting my lease to ensure I was legally doing so. My Attorney sent a Demand for Repair letter to The Connor Group on June 27th and and noted if the repairs/issues were not adequately addressed by by July 18th I would be exiting the lease. All the Ohio codes and laws were clearly cited in the letter. 

  No further action is required by BBB as I now have legal counsel handling all complaints I had with the Connor Group. 

  
  Sincerely,
  
  ****** ******

*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. ↩