ComplaintsforCottonwood Residential

• Initial Complaint

  08/13/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  We moved into this community July 2023. We really love the unit we are in everything was wonderful until March 2024. Summer Park Apartments moved in tenants above us in Apartment 1230 that is when the terror began. We started being woken up at 1am, 3am, and 5am to this horrible banging noise coming from the unit above us, it was so hard that it put cracks above our closet doors in two different rooms. Then the same noise would come in the evenings as well. We called the office and took pictures of these cracks to show them. They said they called the tenant. It calmed down for about a week. We reported it again, at this time we were told by office personnel to call the police the next time. We have had to call the Gwinnett County police out here 4 different times to get them to go upstairs and get them under control. Each time we reported this to the office. I requested to speak to the manager and was told we dont have one for this property only an assistant manager, ******. I met with him and also a regional manager from corporate. Again showed pictures of ceiling debris falling on top of my daughter as she slept from the banging noise. We seen 12 to 15 of them coming into that unit, we reported that and were told they were a construction crew living up there. This is only a three bedroom apartment. They sit in the streets outside late at night drinking, throwing up in the streets, leaving trash everywhere. Last week they poured beer down on my patio ruining my furniture. I reported this to the office and was told it was my fault for having it out there, I had to call the police out tonight because they urinated on their patio and again it ran down on my personal belongings. I have photos and police reports of every incident and all of this has been reported to the office and to corporate. There people are despicable. The police officer documented of the urine present on my belongings.This is a health hazard. Please help!

  

  Business response

  08/20/2024

  Dear *******,
  
  Thank you for sharing your concerns with us. We are truly sorry to hear about the disturbances and the unacceptable behavior youve experienced.
  
  We understand the impact this situation has had on your living experience, and we are actively working to address the issue. Our team has spoken to all parties involved and have taken further action to prevent reoccurring issues for all involved.  

  We appreciate your patience as we work through this, and we want to assure you that we are dedicated to resolving this matter. Please feel free to contact our regional manager directly if you experience any further issues. We are here to support you and will continue to work closely with you to ensure that this situation is resolved.

  
  Thank you for bringing this to our attention, and for allowing us the opportunity to make things right.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I am a resident at ******************* and currently have a month to month lease with the you all. Two weeks ago I visited the office to ask about the move in procedure and was told since I am month to month they do not require a 30 day notice and requested we at least provide a 2 week notice. As of recent, I submitted my notice to the office that I will be moving out by the end of the month(~2week notice) but was advised since not a 30 day notice I will be charged a fee. After receiving this information I walked to the office and was told that they do not know who told me the wrong information because they have had a few temps working at the office. I dont understand how an employee of this company will provide me wrong information that will hurt me financially.I am requesting for the charges of breaking my month to month contract be removed from my account.

  

  Business response

  06/03/2024

  Dear Better Business Bureau,
  
  We are writing in response to the complaint submitted by ******************************************, with ********************************** as the co-applicant, regarding the notice period required for terminating a month-to-month lease at ******************************. We appreciate the opportunity to address this issue and provide clarification.
  
  Resident's Concern: ******************** expressed concern over being provided conflicting information regarding the notice period required to terminate her month-to-month lease. She was initially informed by a temporary employee and later confirmed by another staff member that a two-week notice was sufficient.However, when she submitted her notice, she was informed of a 30-day requirement and potential charges for not adhering to this notice period.
  
  Our Findings: Upon reviewing the situation, we acknowledge that ******************* received incorrect information from multiple staff members. The confusion stemmed from communication errors involving temporary staff and a misunderstanding by one of our employees.
  
  Resolution: We understand ************************ frustration and recognize that the incorrect information provided has caused inconvenience and potential financial impact. Given that ******************** was repeatedly told that a two-week notice was acceptable, our team decided to honor the information she received.
  
  After a thorough review of her account, we found that the final move-out statement did not include any charges related to the notice period discrepancy. It appears we honored the two-week notice period as discussed. The only charges reflected on the final bill were for carpet shampooing and oven cleaning.
  
  Thank you for bringing this matter to our attention. We are also taking steps to ensure that all staff,including temporary employees, are properly informed and trained to prevent such misunderstandings in the future.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon, I live in Cason estates in Murfreesboro Tn. I lived there for almost two years prior to moving out of state and it was a great experience. I moved back to Tennessee and decided I would move back in there in November. Since then I have had nothing but issues. I am concerned about the quality of people that are moving in the apartments. There was a meth deal gone wrong stabbing the other day, on top of the Lack of pet stations that cause dog poop to be all over the place. I have had multiple issues with the apartment itself. The freezer leaks if you put more then 2 things in it. One of the bedrooms window is broken and the fix was to wedge paper in it so it would not fix it. The hallway door to the closet is broken and they haven't fixed it in 6 months. I had a water leak in the closet of my bedroom which ruined some of my shoe collection. Maintenance Didn't check anything. They just put a dryer in that they never came back and got. I had to put it on the porch of an empty building. The screen door to my bedroom does not lock. I had a past employee that lives there start to threaten me and constantly get arrested and I notified the office and nothing was done. my kids cant walk in the grass without stepping in poop there are bugs covering the water in the pool, and there in no way to stop non residents from coming in there to swim from some of the apartments across the street. They drink out there and raise hell. I do not think these people care. I let them know I had custody stuff with my daughter and I would have to pay rent late a few months. I was told it was ok but i would have to pay a fee. I agreed and as I prepared to look for a new place to live they slandered my rental history where if you look at the past ledger I was always on time. I just want my rental history fixed and This experience voided. I want out of this place. My pregnant wife doesn't feel safe and we cant rely on them to fix the locks and windows or provide a safe place.

  

  Business response

  08/11/2023

  We want to extend our sincere apologies for the challenges you've experienced since your return to Cason Estates. Your feedback is invaluable to us, and we take your concerns seriously. We would like to address each of the issues you raised in your complaint and provide you with an update on the steps we've taken to resolve them.
  Apartment Quality and Maintenance Issues: We understand that the issues you've encountered with your apartment have been both frustrating and inconvenient. I want to assure you that our maintenance team has been actively addressing these concerns. Your work order for the leak was received on July 25h, 2023, and although there were some initial challenges, we identified the root cause of the leak and are currently in the process of obtaining a quote for the necessary repairs. The carpet replacement is also scheduled after the completion of the repairs.
  Pet Stations and Common Area Cleanliness: We understand your concerns regarding the cleanliness of the common areas and the lack of pet stations. We are actively working to address this issue by increasing the frequency of maintenance in these areas to ensure a clean and enjoyable environment for all residents.
  Lease Payment Arrangements and Rental History: We appreciate your understanding during the times you needed to pay rent later than usual due to your custody matters. We will review your rental history to ensure accuracy and we will be reaching out to you to discuss this matter.
  Non-Resident Access and Community Amenities: We're sorry to hear about the disturbances caused by non-residents accessing community amenities. We are reviewing our access control protocols to prevent unauthorized and disturbances by non-residents.
  We want to assure you that we are fully committed to addressing your concerns and improving your living experience at Cason Estates. Your feedback is invaluable in helping us identify areas for improvement, and we genuinely appreciate your patience as we work to resolve these issues.
  
  Once again, we sincerely apologize for the inconveniences you've faced and the negative experiences you've had. Your satisfaction and comfort are of the utmost importance to us, and we are dedicated to making the necessary changes to ensure a positive living environment for you and your family.
  
  If you have any further questions or concerns, please do not hesitate to contact our office directly. 
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Less than 1 month as a resident at the ***** Mountain property, and I definitely feel like I made a huge mistake moving here.The property itself and all the nature is and continues to be a highlight of living at ***** Mountain. It's the staff that makes me want to move out asap.Let's start with my maintenance requests. Upon move-in, my apartment was not ready. The shower curtain rod was laying inside the tub; the overhead bathroom light was dirty, nonfunctional, and dangling from the ceiling; the ceiling fan does not turn on; and a hole in the window screen had a hole that was allowing bugs inside. All of these issues were reported to ***** Mountain in mid-May, the moment I moved in. We are now approaching one month with no resolution. I followed up with ***** Mountain at the end of May, and was told my work orders were printed and on the maintenance person's desk. A week and a half later, I'm trying to follow up again, but my messages, calls, and voicemails now go ignored.I ended up repairing the window screen myself, otherwise I could not have an AC or any way to counter the fact that my fan doesn't work (note that I'm a top floor unit and it's summer). I also had to superglue the shower rod myself to not get water everywhere each time I bathe. In my corner of the neighborhood, the outside of the apartment is just as relaxing as the inside. I have a pair of neighbors who get into loud, screaming arguments at all hours of the day, and escalate to a point of shouting and chasing each other across the parking lot. ***** Mountain claimed they were aware of the problem but it's still ongoing, and I'm just told to call the police without even knowing what unit is causing the noise. It's not annoying, but terrifying to hear loud screams and not know if these people are actually in danger. I don't feel safe going outside when they're around.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I applied to Cottonwood Residential's apartments on ****************** in ********, ****** (********************************). We applied online, and as they processed our application we went in to view the apartment that we had applied for. One of the apartment managers told us specifically where to go and what signage to follow in order to find the apartment. Upon arrival, the apartment was clearly marked with a sign saying "This is the one" and arrows pointing to it. The door was unlocked; we viewed the unit and found it to be a nice place and good to live in. It was a newly remodeled apartment three levels above the ground. Our application was accepted, and on our move-in day we received the keys to our apartment. The apartment we received the keys to was not the same apartment we were directed to view when we applied it was the level below. It was not remodeled and it even had a different layout. This was a huge disappointment, as what we expected to see on our move-in day was not what we received. The keys that we were given were not a mistake. We asked the apartment manager, who said he was new, and he just said that they show the remodeled apartment and the people now living above us (where we expected to be) pay $200 more. He said they update apartments a few units at a time as people move out, which was irrelevant information. Upon our arrival we found an apartment with a broken ceiling fan and kitchen drawer that has neighbors above and below rather than the updated place on the top level of the complex that we were eager to move in to. This act of deceit, intentional or unintentional is not acceptable. We pay the rent for this disappointing apartment that we agreed to pay for the one we were directed to. There is at least one other family in the complex who experienced the same thing.

  

  Business response

  10/03/2022

  Thank you for bringing the matter to our attention. Our goal is to make sure all our residents feel home at last while providing the highest standard in customer service. We would like to speak of the concern brought ** in the claim. 
  
  In regards to not being provided the apartment you toured, was a mistake on our staff and we sincerely apologize for the lack of communication. All of our available apartments are move-in ready and your apartment home was inspected before you moved-in and there was nothing wrong when the inspection occurred. Since we have received this complaint, we have reached out to you and offered to place you in the apartment you requested, which is a renovated apartment. We even provided you other options that *** fit your needs better. We are willing to work together to find a resolution since the mistake was done on our end. Please contact the community manager at your convenience to discuss the options for 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. ↩