ComplaintsforAckermann Group

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name ******* ********* and I reside at ****** ** ********* apartments I recently went to the office to discuss the late notice and issue with the payment the people in the office were really rude and rushed me out of the office I asked them if they could print off the notices and check errors they were told when we moved in to contact us if there is any notice that is put on our door I recieved this today July 16 2024 they did not initiate contact of any kind other than a letter I have autism disability and they also said some very derogatory things to me I went there and was really frustrated because they didn't contact me or my parents regarding the check issue also they do not maintain our apartment at all and are very hard to get ahold of we have 3 days to pay this or else will get evicted the other thing is one time I myself went to the pool on a very hot day I was rinsing in the shower provided at the pool in the apartment complex the maitnance man says to me turn off the shower I was like ill be out of it in a few seconds please if you don't mind hold on so he gets very rude with me and comes over to the pool and says to me your mother was a mistake for having you you should have never been born I was very aggervated as anyone would be he goes and gets brandy which is the property manager and says to me you've gotta go I'm like did you hear what toggle said to me she says no and I told her my family called the office and now he isn't allowed to talk to me what they said was very triggering for me they shouldn't have said that I do not appreciate that at all I just want this to be resolved so I don't have to sue because that's the last thing I want to do but if I have to I definitely will if you guys can give me a certain amount of money off our rent or cut us a check I would appreciate it because what they said to me is unacceptable please either give us a half off month or we go to court and solve this Thank you again for your time!

  Business response

  07/24/2024

  Good Afternoon *******:

  Thank you for reaching out and I apologize your expectations are not being met.

  I have taken the time to review and investigate your concerns.

  As it relates to the late payment, it appears we followed to the letter our own process and procedures, as well as those required by law. I realize this can be difficult and feel impersonal, but we are required to follow Ohio law to protect you and us.

  As well, I have investigated the accusations you made related to some of our team members. We do not agree with your description of the events, and I was unable to substantiate any of the claims you made.

  I am sorry, but at this time there is nothing further I can do to assist you. Best wishes,

   

   

  Greg L***

   

   

   

  Customer response

  07/25/2024

  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.  For your reference, reasons for rejection are included below.

  Phone call took place where they called me and lied saying that my family said that I was supposed to come up to the office and watch a movie that call took place the day they had came in to my apartment and was fixing the ceiling which Is not true I can count many of times the apartment office came to my house one to replace am outlet a bad outlet they said was brand new It was an old used outlet I can prove that they did that when we were gone and they had came in to our apartment while we were gone they had waited to come in while we were gone and they came in the phone call took place June 26 at around 9am because then my mom called me at 1010am and said qoute on qoute where are you at? I've been looking all over the Apartment for you where are you? I said the office called me and said they spoke with you about having me go to the office to watch a movie while maitnence comes into the apartment to work on it. She then says what??? I never talked to them about that you need to get back home so I said ok then mom calls the office and makayla says well I thought it'd be ok if he watched a movie while maitnence works on the apartment she makayla then says oh I was on a zoom meeting I called him then my mom says you had time to call ******* meaning me and you couldn't call me to tell me that? We both were very mad because she meaning makayla did that and we are not happy regarding that she had no right to call me and lie like that that was never addressed in any way and it needs to be also the maitnence guy situation I am allowed well within my rights to see that camera footage at the pool I can even point out where the camera was during the incident took place at you guys have hated me since day one ever since these new office people came in I can prove that they have they think they can just play games with me and my disability well it's not going to work I have various documents that can prove that Brandy and Amanda and makayla have done nothing but hate and had some very nice words to say to me I can prove that toggle was very unprofessional I do not appreciate that I would hope you guys would actually look into this and for what it is Thank you and have a nice day.

  
  

  
  Regards,
  
  ******* ********* *********
  

  Business response

  07/29/2024

  Dear ******* - 

  Again, I apologize we are not able to meet your expectations, but I stand by my original response.

  I am sorry but there is nothing further we can do for you. 

  Best,

   

  Greg

   

   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My boyfriend and I were tenants at the residences at ************ in ********* **** with our two children. Towards the very end of our lease, we noticed mold in the vents. I notified the office and explained that even though we were at the end of our lease, I wanted the apartment tested for black mold because of my children. They ended up sending carpet cleaners out to clean out the ducts and nobody to test for black mold. We contacted the office again and we were told they were sending someone out, so I waited all day and nobody ever came. We contacted the office again and we were told "it was above their paygrade" to have it tested. I reached out to the ackermann group three times explaining the situation and nobody ever contacted me. We ended up leaving the apartment early because we didn't feel comfortable knowing about the mold and continuing to breathe it in and have our children exposed to it. We had it tested ourselves and it came back as cladosporium. The negligence on their part has been absolutely ridiculous.

  Business response

  07/24/2024

  Dear ** ****:

  Thank you for reaching out and I am sorry we have not been able to meet your expectations. We take all claims very seriously.

  I have reviewed your issue with the team. The type of growth you have explained is very common on all households, especially in the the HVAC areas. We should have seen this when we were turned over the unit and cleaned up for you.

  Once you notified us of the issue, our typical protocol would have been to come and clean the vents with cleaner. However, with the strong feelings you had, our team decided to clean the air ducts as well as replace the vents. This was more than adequate to address your concerns.

  I believe our team acted responsibly and appropriately. Unfortunately there is nothing else I an do for you at this time.

  Best,

   

  Greg L***

   

   

   

   

   

   

  Customer response

  07/24/2024

  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.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  We have a newborn baby and a 9 year old, this summer (2024) we have had many +90° days and our A/C hasn’t worked since April 2024 despite our many complaints and concerns for our children, the property manager blamed our +80° apartment on window placement and sunlight when it’s obvious the A/C unit was not working properly. Then end of May/Beginning of June 2024 we discovered a black and porous buildup on the walls around the air vents which lead to us removing vent covers and discovering a large buildup of mold which we have been breathing in for god knows how long. We not only went to the property manager, we also talked with the corporate office and they never sent anyone to test the mold and kept literally brushing us off time after time DESPITE OUR NEWBORN & Small child having to breathe in harmful air. Well our newborn has been having bad congestion problems and the doctor said it’s most likely result of the unclean air in our apartment. Our lease ends July 9th but even after everything they’ve put us through we still paid the final months rent. Now the property manager is trying to have someone come to remove the vents (without testing) to dispose of the evidence of their wrongdoing. I wont stand for their neglectful actions which put my children’s lives in danger. I’m disgusted at how we have been treated, absolutely DISGUSTED.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for ***** ***** Apartments in ************* **. I received a notice that my application was denied due to a credit check. The email sent to me was very curt and impersonal. The company didn’t give me an opportunity to appeal nor did a leasing agent reach out to me with options on how to improve my application. This company made a snap judgement based on data which they make assumptions on my ability to pay rent. In the application it asked for my current property manager in which they didn’t bother to call. I also provided my income and paystubs which is 2x the rent. This company does not look at the full picture of the renter nor does it realize there’s a human behind the application. I definitely won’t recommend any of my friends and family to rent from this property management group. It was a bad experience. I paid $260. $60 is the application fee which I understand is non-refundable. $200 is to hold the apartment, however, since they denied my application there is no apartment to hold and they released it to the public right away. I am requesting the refund of $200 so I can continue my apartment search.

  Business response

  05/03/2024

  Dear *** *******:
  
  Thank you for reaching out to us and providing feedback on your ********** experience. We sincerely apologize for not meeting your expectations. Your feedback is invaluable to us as it enables us to refine our practices and pinpoint areas for advancement.

  We will be issuing a refund for the $200 administrative fee you submitted to secure the apartment. This check should go out in the next two weeks.

  
  Thank you and we wish you the best of luck in your apartment hunt.

  Greg L***

   

  Customer response

  05/07/2024

  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. I will look forward to the check in the mail. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to *** ******* ***** ********** to rent an apartment. I paid an administrative fee and an application fee and filled out the application. I was approved to rent an apartment at this property and assigned a residence. I was never offered a lease or a move in date. I’m asking for the refund of the fees that were paid.

  Business response

  10/18/2023

  *** ******

  I have reviewed the information you provided as well reviewed the notes in the system.

  There are several contacts and conversations noted in our system.

  It does appear you were offered an original move in date of 6/28, but that was not acceptable to you. 

  It then appears a conversation took place regarding an alternate move in date but it is not clear there was a resolution to this.

  I see that a $60 application fee was paid as well as a $200 admin fee. Regardless of circumstances, the application fee is never a refundable. Under certain circumstances, the admin fee is.

  As I cannot completely verify my team followed protocol and met our expectations, I am willing to offer you a concession and return the $200 admin fee since you never moved in.

  If this is acceptable to you, please send your current address to *********************** * attn: Greg, and I will have a check processed. Please allow two weeks for processing and two weeks for delivery.

  Best,

   

  Greg L***

  Ackermann Group

   

   

  Customer response

  10/31/2023

  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. 
  
  Regards,
  
  ******* ******

   

  10/31/23 per phone call from customer he is accepting the offer made by the business.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged $160 for carpet cleaning after living in the apartment for 2 years. Based on my lease agreement, normal wear/tear is acceptable. It states there are stains in the living room. Carpet cleaning is something that is done prior to any tenant moving in. There were not large stains in my carpet, nothing was torn or anything! I'm being charged $25 for tub clean which I cleaned all bathrooms and if stains can not be removed, there is nothing I can do about that, but again, cleaning is also done prior to new tenants moving in. I am being charged $75 for refrigerator and stove/oven cleaning, and again, cleaning is always done before a new tenant. None of the items listed are in my lease agreement and based on the section under CONDITIONS OF PREMISES AND ALTERATIONS, I should not be being charged for these!

  Business response

  07/17/2023

  Our site team has reached out to the former resident and resolved the issue to their satisfaction.

  Thank you.

   

  Greg L***

  COO

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 14, I submitted An application to move in on the property called “************ apartments” (managed by Ackerman) on NOV 2. I paid a total of $240 to submit the application. My application was approved a week later with a confirmed move in date on November 2. I’ve been calling at least twice a week to see the apartment before I sign the lease. I’ve been told by the main office at ************ that the apartment was currently getting maintenance work for the apartment to be ready for me to move in. They told me that I’ll be able to see the apartment before I sign the lease. However the day before my move in date. (11/01/2022) at approximately 2pm I was told that the apartment wasn’t going to be ready until December 18, 48 days from the original move in date agreed upon on the application. I have kids and was in need of a place to stay and couldn’t wait for that date, and wanted a refund. ************ instructed me that a full refund has Been approved and I would need to pick it up from the office at ************. Well a week later I haven’t been contacted with any updates so I called in. ************ instructed me that the Ackerman accounting department has sent the check in the mail. And it will take 60 days for usps to send the mail to the office. The thing is USPS never takes 60 days to send any mail. It’s clear I’m being lied to. And I want my full refund like I was promised. I’ve tried contacting the regional manager but to no avail I get sent to voicemail. I’ve tried to contact the COO, but same with him. I can’t get into contact with anyone and would like to get my refund. I’m being scammed and it’s not right nor fair. It’s going on 2 weeks and still haven’t been able to contact anyone about the matter.

  Business response

  11/20/2022

  I did intervene and had a check cut immediately  and overnighted at our expense.

   

  He has received the check and I believe this resolves the issue.

   

  We apologize for the inconvenience.

   

  Greg L***

  COO

  Customer response

  11/22/2022

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complain involves violation of the lease agreement and Ohio Tenant Laws. ******** apartments have stated numerous times verbally that I cannot have more than one parking permit as there are no available spots in the lots, although this is not true. I have inquired about an additional parking pass as my fiancé, who’s on the lease, cannot park away from complex as she is pregnant. Ohio Tenant laws require reasonable accommodation for this medical issue. Their issue “rectifying” this is to park in the visitor’s lot (4 hour maximum) or to park in the street (2 hour maximum @ $0.75 an hour). Neither one of these is feasible for a resident. According to the lease, only residents may park in lot and guests and non-residents can park in visitor’s lot or street. Lease grey area supports that if my fiancé is a guest, she does not have to pay residential fees. If she is a resident, she must be given reasonable accommodation (Ohio Tenant Laws). Also mentioned in these laws, all property damage and personal injury are at the property’s responsibility as long as is occurs on property grounds (which the lot and street are). Although an official court order hasn’t been placed, this has been reviewed by a Property Lawyer and is willing to take this case. All could be avoided if a parking pass would be provided to her. Also to note: I surveyed 6 couples and 4 of them park both vehicles in that lot. The remaining 2 only have 1 vehicle.

  Business response

  06/01/2022

   

   

  We are in receipt of the complaint filed by *** ********* regarding the parking concerns at ******** Apartments. Ackermann Group and ******** Apartments worked with the city of ************ to determine designated parking spaces for our apartment homes and determined that we are able to offer one space per apartment home in our designated lots. The city of ************ offers approximately 379 off street parking spaces in the immediate vicinity of the community, in addition to the 69 metered parking spaces, all of which the residents and guests are able to utilize. ******** is consistent in what we offer to all of the residents in the community and have issued a maximum of one parking pass per apartment home. While *** ********* is the sole lease holder in the home, he is welcome to add his significant other to the lease by completing the application and screening process that all leaseholders are subject to. Once added to the lease agreement, if *** *********** significant other has a need for handicap parking, we are happy to accommodate with proper documentation; however, the home is only permitted to have one space regardless if it is designated handicap or not.

  We simply cannot make an exception for *** *********. Once added to the lease, he is free to allow to all the leaseholder to use the parking pass issued to him at move in.

   

  Regards,

   

  Ackermann Group

  
  

  Customer response

  06/01/2022

  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.  For your reference, reasons for rejection are included below.
  

  This restrictions is a preference and not legally bounded. According to Ohio’s Tenant Law, you are required to provide a parking pass to those on the lease. Your lease agreement has no mention of a limit on passes and fails to have any legal binding. Those 300 municipal spaces are away from the property and puts her at harm. According the Ohio’s Tenant Law, any personal injury or property damage that occurs on ********** grounds is solely ********** responsibility. If my significant other, gets injured, it is solely ********** responsibility. Pregnancy is a medical emergency, and to restrict a pass due to a medical reason is in violation of many rights. 

  
  Regards,
  
  ***** *********
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had lived at the Oaks in Reynoldsburg, OH for about two years and I recently moved out peacefully in the last month due to a missed payment because my bank account was hacked and I did not have the funds available to pay rent for the month. I communicated with the PM what the situation was and they were very helpful and understanding. I did not know when I was getting my funds back but I provided them documentation that my account was currently under investigation and they accepted those forms. While awaiting the dispute, I had applied for financial assistance through IMPACT. I went through the process and submitted emails forwarding the updates on my application. The PM had told me that they would have to move forward with processing the eviction due to not receiving the funds even though I applied for assistance. So I asked what the best course of action was, and they told me if I voluntarily gave possession of the apartment back to them they would dismiss the court date and everything for the eviction so it would not be on my record and once they received the funds they would send me a balance of my fees and do an in house payment plan. I forwarded the email to the PM the application was approved and funds were submitted. She stated they did not receive the funds and when I try to follow up, I do not get an answer and now I have a balance through collections of $4000. Which isn't accurate because I was not notified by them about what my overall balance was and what I was being charged with, outside of the rent that was past due. I do not feel comfortable paying anything until I get a breakdown of my charges and proof of my assistance being applied. But no one is answering me back, which is quite unprofessional and rude.

  Business response

  04/05/2022

  Ms. ***** * 

   

  The Impact funds were received after your account was sent to collections. You owed rent, did not give proper notice, and terminated your lease early.

   

  The Impact payment has now been applied to your account updated with the collection company. I am attaching your ledger reference.

   

  You still have a balance due and can reach to collections for settlement.

   

  Thank you

   

  The attached 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  1.) Stolen Packages- issues since moved in with stolen packages2.) vehicle broken into and gas stolen from car. 3.) No Follow up from property management. 4.) Dog barking issues.5.) Billing online is not correct they send a statement and has one balance and when you log in has another balance due. This is against state and federal laws and should be fixed ASAP.I keep getting lied to by the office staff and manager. They stated they will follow up with me regarding my issues and questions I have. I yet to get a call, I have to call their office each time. I was told by office manager that district manager Amy would call me yesterday and yet to receive a call.

  Business response

  03/29/2022

  As we have communicated on multiple occasions, packages delivered to your door are not our responsibility. We have offered to allow you to have your packages delivered to our office and that offer still stands.

   

  To our knowledge, all billing errors have been corrected and we apologize for this inconvenience. 

   

  The office staff would be happy to address any additional concerns that you may have.

   

  Best Regards,

   

  Ackermann Group
  

  Customer response

  03/29/2022

  Better Business Bureau:

   

  The online billing errors has not been fixed.

  The dog is still barking at night.

  the company gave us a siphon to purchased cameras last year for missing package and now requesting those cameras taken down?
  

  There has not been any follow up with the staff timely.  

   

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****
  

*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. ↩